Dynamic IVR Routing via Server Intermediary
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Solution Overview
Problem
Traditional IVR systems are inefficient due to lengthy menu options and long hold times, leading to caller frustration and wasted time.
Innovation Solution
A network device, such as a mobile phone, can initiate a communication session with a client device, dynamically routing between telephony and text messaging environments to facilitate service requests and hand off conversations to a server for further processing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional IVR systems use extensive menu options, then more service requests can be handled, but caller wait time increases and frustration increases
Solution Approach 1:
The patent introduces a server as an intermediary between the IVR system and the caller. The server receives IVR menu selections, processes them dynamically, and routes callers to appropriate destinations without requiring callers to navigate extensive menus. This mediator handles the complexity of service routing while presenting simplified interaction to the caller.
Solution Approach 2:
The IVR system dynamically adapts its behavior based on real-time conditions. The server processes menu selections dynamically and routes callers based on current system state, availability of operators, and complexity of requests. This dynamic processing reduces wait times by avoiding static, lengthy menu structures while maintaining comprehensive service coverage.
2Adaptability or versatility
If traditional IVR systems use lengthy menu recordings, then all options can be presented, but caller time is wasted listening to recordings
Solution Approach 1:
The patent extracts the menu processing function from the traditional IVR recording system. Instead of playing lengthy recorded menus, the system uses a server to process menu selections and route callers directly to appropriate destinations. This extraction eliminates the need for callers to listen to extensive recordings while maintaining comprehensive option coverage.
Solution Approach 2:
The patent replaces the mechanical recording and playback system with a digital server-based processing system. The server receives menu selections, processes them through algorithms, and routes callers dynamically. This substitution eliminates the need for physical recording of extensive menus while providing the same comprehensive service coverage more efficiently.
3Reliability
If callers are placed on hold for long periods, then human operators can be alerted, but caller frustration increases
Solution Approach 1:
The server acts as an intermediary that manages the connection between callers and operators. Instead of placing callers on hold, the server actively processes their requests, determines appropriate routing, and establishes connections dynamically. This mediator maintains caller engagement while ensuring operator availability without requiring long hold periods.
Solution Approach 2:
The system implements feedback mechanisms where the server continuously monitors operator availability and system state. Based on this feedback, the server dynamically adjusts routing decisions and connection timing. This feedback loop ensures operators are alerted at optimal moments while minimizing caller wait times and maintaining positive caller experience.
4Ease of operation
If human operators answer phones manually, then personalized service is provided, but response time is slow
Solution Approach 1:
The server performs preliminary processing of caller requests before human operators become involved. It processes menu selections, determines routing paths, and prepares connection parameters in advance. This preliminary action reduces the burden on operators and enables faster response times while maintaining personalized service quality through human intervention at the appropriate stage.
Solution Approach 2:
The patent segments the service delivery process into automated server processing and human operator intervention phases. The server handles initial processing, routing, and connection establishment, while operators provide specialized human service when needed. This segmentation enables fast automated response while preserving personalized human service quality.
Data Source
AI summary
A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.