Dialog Caching Engine for Automated IVR Systems

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Solution Overview

Problem

Current automated dialog systems require technically knowledgeable programmers for development and deployment, are inflexible, complex, and expensive, lacking user-friendly interfaces for business users to create and manage interactive dialogs across various media types, authentication control, resource allocation, and data handling efficiency.

Innovation Solution

A system and method utilizing a dialog subsystem with a caching engine that enables business users to create and deploy interactive dialogs through a graphic user interface, manages authentication, resource allocation, and data collection, using XML-based data distribution and caching to reduce traffic and improve data handling efficiency.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of manufacture

If traditional programming methods are used to develop IVR systems, then the system can achieve functional requirements, but the development process becomes complex, time-consuming, and requires skilled programmers

Engineering Contradiction:

Improveease of dialog developmentVSAvoiddevelopment process complexity

Core Design Contradiction:

Ease of manufactureVSDevice complexity

Solution Approach 1:

The patent replaces the mechanical programming process with an automated dialog creation system. Business users can create dialogs through a graphical interface without writing code, substituting the manual programming mechanism with an automated system that generates executable dialog scripts from visual designs.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The patent introduces an intermediary layer between the business user and the IVR system. This intermediary is the dialog creator application with its graphical interface, which translates business-friendly dialog designs into the technical language required by the IVR system, eliminating the need for users to directly interact with complex programming interfaces.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Adaptability or versatility

If detailed programming is performed for each dialog component, then the system can be customized, but the development time and cost increase significantly

Engineering Contradiction:

Improvedialog customization capabilityVSAvoiddevelopment time

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The patent segments the dialog creation process into independent components that can be designed and configured separately. Each dialog element can be independently customized through the graphical interface, allowing flexible adaptation without requiring reprogramming of entire dialog flows, thus reducing development time while maintaining customization capability.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system provides pre-defined dialog templates and components that can be immediately used. Business users can select from pre-built elements and configure them for specific needs, performing the heavy lifting of dialog construction in advance, which significantly reduces the time required for new dialog development while still allowing necessary customizations.

Inventive Principle:

Principle #10Preliminary action

3Adaptability or versatility

If multiple technologies are integrated through programming, then the system achieves functionality, but the integration process becomes complex and requires multiple specialists

Engineering Contradiction:

Improvetechnology integration capabilityVSAvoidintegration process complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent creates a universal dialog creation interface that can handle multiple technology integrations through a single unified system. The graphical interface serves as a universal tool for integrating voice, text, email, and other communication channels, eliminating the need for separate programming approaches for each technology and reducing the need for multiple specialists.

Inventive Principle:

Principle #6Universality (Multi-functionality)

4Ease of manufacture

If manual dialog creation is performed, then the system can be tailored to specific needs, but the process remains inflexible and expensive

Engineering Contradiction:

Improvedialog creation easeVSAvoiddeployment speed

Core Design Contradiction:

Ease of manufactureVSProductivity

Solution Approach 1:

The patent substitutes the manual mechanical process of programming dialogs with an automated system that generates code from graphical designs. This substitution dramatically increases deployment speed while maintaining the ability to tailor dialogs to specific needs through the graphical interface, eliminating the trade-off between customization and productivity.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS7558733B2System and method for dialog caching

Publication Date: 2009.07.07 WELLTOK

AI summary

A system for providing efficient data handling for automated dialogs and the resulting data is disclosed. The system for providing efficient data handling for automated dialogs and the resulting data includes a data provider, a dialog, a dialog delivery system suitable for delivering the dialog based on data from the data provider, and, a interactor suitable for interaction with the dialog delivered by the dialog delivery system, wherein the interactor provides dialog feedback efficiently stored locally until completion of the dialog and upon completion transmits the feedback to the dialog delivery system.