Dynamic IVR Response Generation via Data Correlation
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Solution Overview
Problem
Interactive Voice Response (IVR) systems are inefficient due to static menus that fail to directly address user inquiries, leading to frustration and increased navigation time, as they do not utilize personalized call data and online user data to provide targeted responses.
Innovation Solution
The system receives call data and user data, calculates a confidence score to correlate this information, and uses it to determine dynamic IVR responses, including targeted content and advertisements, by accessing a database and transmitting relevant information back to the IVR system for presentation to the user.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If static predetermined menus are used in IVR systems, then system complexity is reduced and ease of manufacture is improved, but user navigation time increases and productivity deteriorates
Solution Approach 1:
The patent transforms static IVR menus into dynamic, adaptive menus that automatically adjust based on user data, call context, and interaction history. The system uses real-time data processing to generate customized menu structures and options, eliminating the need for users to navigate through predetermined static menus. This dynamic adaptation directly improves call resolution efficiency while maintaining system implementability through automated algorithms.
Solution Approach 2:
The system performs preliminary actions by pre-processing and analyzing user data, call metadata, and interaction patterns before the actual IVR interaction begins. This advance preparation enables the system to anticipate user needs and pre-configure relevant menu options and information, reducing navigation time and improving productivity without adding complex real-time processing during the call.
2Device complexity
If static predetermined menus are used in IVR systems, then device complexity is reduced, but user frustration increases and ease of operation deteriorates
Solution Approach 1:
The patent applies local quality by customizing different portions of the IVR menu structure based on specific user characteristics, call types, and interaction histories. Instead of uniformly simplifying or complicating the entire system, the system dynamically adjusts specific menu sections, options, and information presentations to match individual user needs. This localized adaptation improves ease of operation for each user while maintaining overall system manageability.
Solution Approach 2:
The system enables self-service by automatically generating and adjusting menu structures based on user data without requiring manual configuration or complex administrative oversight. The IVR system autonomously analyzes user profiles, call contexts, and interaction patterns to create personalized menu experiences, reducing the operational burden on system administrators while significantly improving user navigation ease.
3Adaptability or versatility
If personalized IVR responses using correlated call data and user data are implemented, then adaptability and user satisfaction improve, but data processing complexity and device complexity increase
Solution Approach 1:
The patent implements universality by creating a multi-functional data processing platform that handles multiple tasks simultaneously: user identification, call data correlation, menu generation, and response personalization. This universal system consolidates what would otherwise require separate specialized components, achieving high adaptability while controlling overall device complexity through integrated architecture.
Solution Approach 2:
The system introduces an intermediary data layer that acts as a mediator between raw call data and IVR responses. This intermediary layer pre-processes and structures user data, call metadata, and interaction histories into standardized formats that can be efficiently queried and applied. This mediation simplifies the complexity of direct data correlation while enabling sophisticated personalized responses.
4Reliability
If real-time data correlation and confidence scoring are performed, then response accuracy and reliability improve, but processing time and loss of time increase
Solution Approach 1:
The patent applies partial action by implementing confidence scoring that processes data correlation to the necessary degree of accuracy without exhaustive analysis. The system identifies and processes only the most relevant data elements with high confidence, applying partial correlation strategies that achieve sufficient reliability for most cases while avoiding the time cost of complete data verification in every situation.
Solution Approach 2:
The system performs preliminary data validation, filtering, and structuring before real-time correlation is needed. By pre-processing user data and call metadata to establish confidence thresholds and relevance criteria in advance, the system reduces the processing burden during actual IVR interactions, maintaining high reliability while minimizing real-time processing time.
Data Source
AI summary
Systems and methods are disclosed for online data-linked telecommunications decisioning and distribution. One method includes receiving call data relating to a telephone call from a telephone device of a user to an interactive voice response (“IVR”) system; accessing a database storing correlated call data and user data; retrieving correlated call data and user data based on the telephone number of the call data; determining a confidence score defining a confidence that the received call data relates to the retrieved correlated call data and user data; correlating the received call data with retrieved call data and user data when the confidence score is greater than a threshold value; determining an IVR response to present to the user via the IVR system; and transmitting the determined IVR response to the IVR system for presentation to the telephone device of the user.