Dynamic Speech Resource Allocation in IVR Systems
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Solution Overview
Problem
Interactive voice response systems face challenges in dynamically allocating optimal speech resources based on the changing complexity and cost of voice data processing during voice interactions, leading to suboptimal user experiences and increased costs.
Innovation Solution
A dynamic speech resource allocation system that selects the best speech resources based on the current state of the voice communications session and dynamic caller characteristics, optimizing resource usage while maintaining user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If expensive speech resources are allocated to all voice interactions, then user experience is maintained at high quality, but system costs increase significantly
Solution Approach 1:
The system dynamically changes the parameters of speech resource allocation based on interaction complexity. The DSA engine adjusts resource selection by evaluating current state parameters (interaction stage, caller characteristics, processing requirements) and selecting appropriate speech resources from multiple options, matching resource capability to actual needs rather than using fixed high-cost resources for all interactions.
2Device complexity
If speech resources are allocated based on fixed rules, then system complexity is reduced, but adaptability to changing interaction requirements deteriorates
Solution Approach 1:
The system transitions from static resource allocation to dynamic allocation. The DSA engine continuously evaluates the current state of voice interactions and adjusts speech resource selection in real-time based on changing requirements, caller characteristics, and interaction complexity, making the allocation system adaptive rather than fixed.
Solution Approach 2:
The system implements feedback mechanisms where the DSA engine receives information about interaction state, processing requirements, and caller characteristics, then uses this feedback to dynamically adjust speech resource allocation decisions, creating a closed-loop adaptive system.
3Productivity
If speech resources are allocated dynamically based on interaction state, then resource efficiency is improved, but system complexity increases
Solution Approach 1:
The DSA engine serves as an intermediary component between the voice interaction system and speech resources. It abstracts the complexity of dynamic resource selection by implementing the evaluation logic and resource matching algorithms, allowing the rest of the system to interact with a simplified interface while benefiting from intelligent dynamic allocation.
Data Source
AI summary
A call is received at an interactive voice response (IVR) system. A voice communications session is established between the IVR system and the telephonic device. A request from the IVR system to allocate a speech resource for processing voice data of the voice communications session is received by a dynamic speech allocation (DSA) engine. Configuration data associated with a current state of the voice communications session is accessed by the DSA engine. Dynamic characteristics associated with the caller are accessed by the DSA engine. A speech resource from among multiple speech resources is selected by the DSA engine based on the current state and the dynamic characteristics. The selected speech resource is allocated to the voice communications session by enabling the IVR system to use the selected speech resource to process voice data received from the caller during the current state of the voice communications session.