Dynamic IVR Menu Reconfiguration via User Response Monitoring
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Solution Overview
Problem
Existing prompting systems, such as IVR, often become outdated and require human analysis and reconfiguration, leading to inefficient customer service due to static menus that do not adapt to changing user needs.
Innovation Solution
A self-learning prompting system that dynamically updates its menu of prompts based on user responses, using a set of rules to autonomously reconfigure the presentation order, promoting frequently selected options and demoting less popular ones, with boundaries to maintain a balanced hierarchical structure.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a static menu of prompts is used in an IVR system, then the system structure is simple and easy to maintain, but the menu becomes outdated and requires frequent human analysis and reconfiguration
Solution Approach 1:
The IVR system automatically monitors user responses and reconfigures the menu of prompts without human intervention. The system analyzes response patterns, identifies frequently selected options, and autonomously updates the presentation order to reflect current user preferences, making the menu self-adapting to changing needs
Solution Approach 2:
The system continuously monitors user responses to prompts and uses this feedback to dynamically adjust the menu structure. By analyzing which options are frequently selected and which are rarely chosen, the system automatically reconfigures the presentation order, creating a closed-loop adaptive system that evolves based on actual usage patterns
2Productivity
If the menu of prompts is frequently updated to reflect current user needs, then customer service efficiency improves, but the need for human programmers and analysts increases
Solution Approach 1:
The IVR system performs self-updating by automatically monitoring user responses and reconfiguring its own menu structure. This eliminates the need for human programmers and analysts to manually update the menu, as the system autonomously adapts to changing user preferences based on real-time response data
Solution Approach 2:
The system uses real-time feedback from user responses to automatically adjust the menu presentation order. By analyzing which prompts are frequently selected and which are rarely chosen, the system dynamically reconfigures itself to optimize customer service efficiency without requiring human intervention
3Reliability
If a static presentation order is maintained, then the menu structure remains stable and predictable, but the system becomes outdated and creates frustrating dead ends for users
Solution Approach 1:
The menu presentation order transitions from static to dynamic, automatically adjusting based on monitored user responses. The system maintains reliability by preserving the hierarchical structure while dynamically reordering prompts within each level to reflect current user preferences, preventing dead ends by ensuring frequently selected options remain accessible
Data Source
AI summary
Methods, systems, and products dynamically change an interactive response system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for membership in a tier.