Cloud IVR Management for Diverse Device Voice Interaction
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Managing and provisioning resources in large-scale distributed systems, such as data centers, becomes increasingly complex due to the diversification of devices accessing cloud-based services, including desktops, mobile devices, and IoT devices, which require efficient voice-enabled interactive voice response (IVR) solutions for customer service and support.
Innovation Solution
A cloud-based service provider environment with an IVR management component allows external entities to customize and deploy IVR configurations, enabling voice-capturing devices to navigate menu options and gather information via voice input, brokering phone calls or data retrieval without requiring real-time user input, using speech-to-text and text-to-speech capabilities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If cloud-based services are accessed by diverse devices (desktops, mobile devices, IoT devices), then service accessibility and versatility are improved, but system complexity and difficulty of managing multiple device types increase
Solution Approach 1:
The patent implements a universal IVR management system that can handle multiple device types (desktops, mobile devices, IoT devices) through a single cloud-based platform. The system provides device-agnostic voice capture and playback capabilities, allowing diverse devices to access cloud services through a common interface, thereby improving versatility while managing complexity centrally.
Solution Approach 2:
The patent introduces a cloud-based IVR management component as an intermediary between diverse devices and backend services. This mediator handles device-specific variations in voice capture and playback, translating them into standardized protocols for service execution, thus reducing the complexity burden on individual devices while maintaining broad accessibility.
2Ease of operation
If voice-enabled IVR solutions are implemented for customer service, then ease of operation and user-friendliness are improved, but complexity of managing IVR configurations across multiple entities increases
Solution Approach 1:
The patent implements self-service capabilities where entities can independently customize and deploy their own IVR configurations through web-based interfaces. The system automatically handles configuration deployment, validation, and updates without requiring manual intervention from service providers, thereby improving ease of operation while reducing management complexity through automation.
Solution Approach 2:
The patent provides pre-configured IVR templates and automated configuration generation based on entity-specific parameters. By performing preliminary setup actions automatically (such as generating IVR scripts, configuring voice prompts, and setting up navigation logic), the system reduces the complexity of manual IVR management while maintaining user-friendly customization options for entities.
3Ease of operation
If speech-to-text and text-to-speech capabilities are used for voice interaction, then ease of operation is improved, but processing time and resource consumption increase
Solution Approach 1:
The patent implements partial speech-to-text conversion where only critical portions of voice input are transcribed and processed in real-time, while less critical portions are handled through voice recognition patterns or post-processing. This selective approach maintains ease of voice interaction while reducing overall processing time and resource consumption compared to complete transcription of all voice inputs.
Data Source
AI summary
Methods, systems, and computer-readable media for interactive voice response using a cloud-based service are disclosed. Voice input indicating interaction with an entity is received at a service provider environment. The entity is associated with an IVR data structure comprising one or more options associated with contacting the entity. The IVR data structure is selected based (at least in part) on analysis of the voice input by the service provider environment. The voice input is sent from a voice-capturing device to the service provider environment via a non-telephonic network. A contact point is selected from the IVR data structure based (at least in part) on analysis of the voice input and/or contextual information. A connection is initiated with the contact point.