Dynamic IVR Call Tree Configuration via Device Capability Detection
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Solution Overview
Problem
Interactive Voice Response (IVR) systems provide static call trees that do not adapt to the capabilities of user devices, limiting options for callers and increasing resource consumption and call durations.
Innovation Solution
Dynamically configuring IVR call trees based on user device capabilities by sending an experience code to the IVR device, which adds options to open web pages or use applications, enabling self-service channels and reducing resource consumption.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If static call trees are used in IVR systems, then system simplicity is maintained, but adaptability to different user devices is limited
Solution Approach 1:
The patent implements dynamic call trees that adapt to user device capabilities by detecting device type (mobile, desktop, tablet) and dynamically generating customized call tree configurations. This allows the IVR system to transition from static to dynamic behavior, improving adaptability while maintaining manageable complexity through automated device detection and configuration generation.
Solution Approach 2:
The system changes parameters of the call tree configuration based on detected user device characteristics. By modifying call tree parameters (such as available options, navigation structure, and service offerings) according to device type, the system achieves adaptability without requiring complete system redesign, thus managing complexity effectively.
2Productivity
If static call trees are used, then implementation is simpler, but call durations increase due to lack of optimized routing
Solution Approach 1:
The dynamic call tree system optimizes call routing in real-time based on user device detection, directing callers to the most efficient service channel available on their device. This dynamic optimization reduces unnecessary navigation steps and call duration, thereby improving productivity while the automated detection process keeps implementation complexity manageable.
3Ease of operation
If device-specific options are added to IVR call trees, then user experience is improved, but resource consumption increases
Solution Approach 1:
The system applies local quality by providing device-specific optimizations only where needed - detecting user device type and applying appropriate call tree configurations tailored to each device category. This targeted approach improves user experience for each device type while avoiding unnecessary resource consumption that would result from providing all possible options to all users, thus balancing ease of operation with resource efficiency.
4Measurement precision
If comprehensive device capability detection is implemented, then service matching accuracy is improved, but system complexity increases
Solution Approach 1:
The system implements partial detection by identifying key device characteristics (device type, capabilities) sufficient for effective call tree configuration without attempting to detect every possible device attribute. This partial action approach achieves adequate service matching accuracy while keeping the detection system complexity manageable, avoiding the overhead of comprehensive but unnecessary detection.
Data Source
AI summary
A device may receive, from an interactive voice response (IVR) device, a first request for a code. The first request may be based on the IVR device having received a call from a user device. The device may determine user device information, associated with the user device, based on the first request. The device may determine the code based on at least one of the first request or the user device information. The device may send, to the IVR device, the code to enable the IVR device to configure a call tree based on the code. The device may receive, from the IVR device, a second request for an experience. The experience may be based on the code. The device may send, to the user device, a message to cause the user device to provide the experience.