Real-Time Call Flow Adjustment for IVR Confusion
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Solution Overview
Problem
Automated voice response systems often confuse callers, leading to delays and dissatisfaction, as they struggle to navigate through the system, resulting in increased hang-up rates and potential service provider termination.
Innovation Solution
A method and system for real-time adjustment of caller experience by obtaining and analyzing caller feedback, generating color-coded call flow reports, and implementing corrective actions to improve navigation and satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If automated voice response systems provide multiple options and services, then service functionality is improved, but caller confusion increases
Solution Approach 1:
The patent segments the call flow into multiple monitorable steps and divides caller experience metrics into distinct components (confusion, dissatisfaction, hang-up events) associated with specific call flow steps. This segmentation enables targeted identification and correction of confusion points without requiring complete system redesign.
Solution Approach 2:
The system dynamically adjusts call flow parameters in real-time based on monitored caller experience. Service providers can modify call flow steps, prompts, and options based on live feedback about caller confusion and dissatisfaction, making the system adaptable to actual user needs rather than static.
2Ease of operation
If real-time monitoring and adjustment capabilities are added, then caller experience is improved, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary monitoring system that sits between the automated voice response system and service providers. This intermediary collects caller experience data, processes it through color-coded indicators, and presents it in an easily interpretable format, simplifying the complexity of real-time monitoring for end users.
Solution Approach 2:
The system creates simplified representations (copies) of the complex call flow data through color-coded call flow diagrams and summary reports. These visual copies allow service providers to quickly understand caller experience issues without analyzing raw data, reducing the perceived complexity.
3Measurement precision
If caller experience is monitored at each step, then identification of confusion points is improved, but data processing requirements increase
Solution Approach 1:
The patent extracts only the most relevant caller experience metrics from the complete data set - specifically focusing on confusion, dissatisfaction, and hang-up events at each call flow step. This extraction approach provides precise identification of problems without requiring processing of all possible caller interaction data.
Solution Approach 2:
The system uses color-coded indicators to represent different levels and types of caller experience issues at each call flow step. This visual encoding compresses complex data into easily interpretable signals, reducing the cognitive load required to process and understand caller experience metrics.
Data Source
AI summary
A method, a system, and computer readable medium comprising instructions for real time adjustment for better caller experience are provided. The method comprises obtaining caller experience of a call flow, notifying a service provider of the caller experience, receiving at least one corrective action from the service provider, and implementing the at least one corrective action for better caller experience.