Terminal IVR Action Tree Prioritization
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Solution Overview
Problem
Current terminal-based interactive voice response (IVR) systems lack the ability to create and maintain a full IVR structure both on the terminal and in a remote configuration, storage, and synchronization facility, and users have limited control over actions and cannot prioritize transferred messages.
Innovation Solution
A terminal-based IVR system that allows users to create and maintain personal action trees individually, with remote configuration, storage, and synchronization facilities, enabling users to assign different priorities to messages and interact dynamically, using a main user's terminal device equipped with a memory, display, input, sound, and communication units, and a remote configuration, storage, and synchronization facility on a data communication network.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If IVR functionality is preconfigured in the terminal device with manual real-time input, then the system is simpler to implement, but user control and customization are limited
Solution Approach 1:
The IVR system is segmented into modular components: action trees, message handlers, priority levels, and contact groupings. Each component can be independently configured and stored in the terminal device, allowing users to build complex IVR functionality from simple, manageable pieces without requiring complete system reconfiguration
Solution Approach 2:
The system allows users to pre-configure action trees, message priorities, and contact groupings before actual IVR operations. These configurations are stored in the terminal device and automatically applied during calls, eliminating the need for manual real-time input while maintaining full user control over the IVR behavior
2Adaptability or versatility
If IVR system is server-based with centralized configuration, then system management is simplified, but user access to functions is limited
Solution Approach 1:
The terminal device is empowered to independently store, manage, and execute IVR configurations locally. Users can directly access and modify their own IVR settings, action trees, and message priorities without requiring server intervention, enabling self-service configuration while maintaining system simplicity through local autonomy
3Productivity
If manual real-time input is required during calls, then the system requires less processing power, but productivity and response time are reduced
Solution Approach 1:
Action trees and response protocols are pre-configured and stored in the terminal device before calls occur. During actual calls, the system automatically retrieves and executes these pre-prepared configurations without requiring manual input or complex real-time processing, thereby improving call handling efficiency while maintaining reasonable processing power requirements
Solution Approach 2:
The system uses template-based action trees that can be copied and reused across multiple calls and contacts. Once an action tree is created, it can be replicated and applied to numerous scenarios without requiring recreation or intensive processing, improving productivity while minimizing energy consumption
4Adaptability or versatility
If a single IVR configuration is used for all contacts, then the system is simpler to manage, but adaptability to different users is reduced
Solution Approach 1:
The system allows different action trees and configurations to be assigned to different contacts or contact groups. Each contact can have customized priority levels, message types, and action sequences tailored to their specific needs, while the overall system structure remains manageable through the terminal's local storage and organization capabilities
Solution Approach 2:
The IVR system is designed with universal action tree templates that can serve multiple contacts and purposes. A single action tree structure can be adapted and applied to different contacts by modifying parameters such as priority levels and message content, providing personalization without requiring completely separate configurations for each contact
Data Source
AI summary
A terminal based interactive IVR system with information prioritization is disclosed. The IVR functionality is served by the main user's terminal device, which allows a user of the IVR system to create personal action tree for each individual caller or also caller group, where the action tree can be created and maintained via the main user's terminal device itself and also via a remote configuration, storage and synchronization facility in the data communication network. Also a caller is allowed to enter the priority information to the transferable message (for example a voice or text message).