IVR System Dynamic Performance Adjustment via Complex Events Processor
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Solution Overview
Problem
Conventional IVR systems lack the ability to recognize and respond to user-experienced interaction difficulties, leading to performance issues due to the inability to detect problematic events in real-time, which are often identified through labor-intensive post-processing and batch analysis, resulting in delayed issue resolution.
Innovation Solution
A method and system utilizing a complex events processor (CEP) to capture and analyze problematic event data during interactions, enabling real-time detection of performance issues and dynamic adjustment of the IVR system to improve usability and reduce caller frustration by determining and executing performance improvement actions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional IVR systems use homogenized caller base testing, then general functionality can be verified, but actual user experience across diverse linguistic groups cannot be properly assessed
Solution Approach 1:
The system implements feedback by capturing problematic event data from actual callers during interactions, analyzing this data through a complex events processor, and using the insights to identify performance issues specific to different linguistic groups. This continuous feedback loop enables the system to adapt to diverse user needs while maintaining measurement precision.
2Reliability
If the IVR system lacks error generation during execution, then operational errors are avoided, but problematic events experienced by callers cannot be detected
Solution Approach 1:
The patent introduces an intermediary component - the complex events processor - that acts as a mediator between the reliable IVR system execution and the need for problematic event detection. This processor analyzes captured event data to identify patterns indicating caller difficulties, enabling detection without compromising operational stability.
Solution Approach 2:
The system extracts problematic event data from the overall call interaction stream, separating these specific events for specialized analysis. By taking out and isolating these events, the system can detect caller difficulties without interfering with the normal reliable operation of the IVR system.
3Measurement precision
If post-processing and correlation analysis are performed in batches, then comprehensive data analysis is achieved, but timeliness in identifying and resolving performance issues decreases
Solution Approach 1:
The system transitions from static batch processing to dynamic real-time processing. The complex events processor continuously analyzes problematic event data as it is captured, enabling immediate identification of performance issues. This dynamic approach maintains comprehensive analysis capability while eliminating the time delay inherent in batch processing.
Solution Approach 2:
The system performs preliminary analysis of problematic event data in real-time rather than waiting for batch processing. By taking preliminary action to identify and flag performance issues as they occur, the system reduces the overall time to resolution while maintaining the thoroughness of comprehensive data analysis.
Data Source
AI summary
Problematic event data for problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a caller can be captured. The problematic event data can be analyzed for performance issues. A performance issue can represent an interactive segment of the IVR system operating at an unacceptable performance level. An IVR performance improvement action can then be determined to resolve the performance issue. The IVR performance improvement action can be conveyed to the IVR system. Execution of the IVR performance improvement action by the IVR system can reduce occurrences of the problematic events associated with the performance issue.