IVR Call Resumption via Persistent Database State Recovery

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Solution Overview

Problem

Interactive Voice Response (IVR) systems often result in premature call termination due to user input errors or line faults, leading to lost customer information and inability to resume prior call sessions, causing frustration and loss of priority in call queues.

Innovation Solution

A system and method that utilize a call processing module to retrieve and process call records, allowing users to resume prior call sessions with prioritization, offering options to hold or request a return call from the same operator, and enabling users to choose new call routing options through a user interface.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If IVR systems store customer information in a buffer or cache for call routing completion, then call routing efficiency is improved, but the information is lost upon call termination making it unavailable when customers re-establish connection

Engineering Contradiction:

Improvecall processing informationVSAvoidcustomer wait time

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

The system performs preliminary actions by storing call processing information in a persistent database during the initial call session. When a customer re-establishes connection, the pre-stored information is automatically retrieved and applied, eliminating the need for customers to re-provide information and avoiding loss of time.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

A persistent database acts as an intermediary between the IVR system and the customer. Instead of relying on temporary buffers that lose data upon termination, the database mediates by preserving call processing information across call sessions, ensuring information availability when customers reconnect.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Measurement precision

If IVR systems use complex algorithms to determine appropriate call routing, then routing accuracy is improved, but customer information is lost upon termination preventing resumption of prior sessions

Engineering Contradiction:

Improvecall routing accuracyVSAvoidcall session continuity

Core Design Contradiction:

Measurement precisionVSReliability

Solution Approach 1:

The system performs preliminary actions by executing complex routing algorithms during the initial call session and storing the results in a persistent database. When customers reconnect, the pre-computed routing information is retrieved and applied, maintaining routing accuracy while ensuring session continuity without requiring customers to repeat information.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

A persistent database serves as an intermediary that preserves call processing information across call terminations. This mediator ensures that the results of complex routing algorithms remain available, maintaining both routing accuracy and session continuity by bridging the gap between call sessions.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Productivity

If customers are disconnected from the IVR system, then call termination occurs, but customers lose their priority in call queues and cannot re-establish call sessions

Engineering Contradiction:

Improvecall processing efficiencyVSAvoidcall session resumption

Core Design Contradiction:

ProductivityVSEase of operation

Solution Approach 1:

The system performs preliminary actions by storing call processing information including queue priority in a persistent database during the initial call session. When customers reconnect, the pre-stored priority information is automatically applied, allowing seamless resumption of call sessions with maintained priority status, greatly improving ease of operation.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

A persistent database acts as an intermediary that preserves call session state and priority information across terminations. This mediator enables customers to re-establish call sessions with their original priority intact, making the system much easier to operate by eliminating the need to重新queue.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS9172802B1Systems and methods for reestablishing terminated telephone calls with an interactive voice response (IVR) system

Publication Date: 2015.10.27 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

A system, method, and computer-usable medium are disclosed for improved processing of calls within an interactive voice response (IVR) system. An inbound call comprising a call origination identifier is received by a call processing module, which uses the call origination identifier to retrieve call record and call processing information associated with a prior call session. The call record and call processing information is processed to determine the state of the prior call session and its point of termination when it was terminated. If the point of termination was associated with a human operator, then the call processing module determines whether the same human operator is available. If not, the user is provided a choice of call session options including being placed in a hold queue until the same or another human operator is available, requesting a return call from a human operator, or selecting another call session process.