Interactive Voice Response System Using Decision Tree Rule Analysis

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Solution Overview

Problem

Interactive voice response systems in financial institutions face inefficiencies in managing customer calls, as existing systems lack the ability to dynamically route, prioritize, and provide tailored menus based on real-time customer information.

Innovation Solution

Implementing an IVR system that communicates with users to verify credentials, retrieves and analyzes business rules using a decision tree application, allowing for dynamic call management, including routing and menu customization based on user information.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If traditional call management systems are used in IVR, then system simplicity is maintained, but call routing efficiency and personalization capability deteriorate

Engineering Contradiction:

Improvecall management efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent segments call management into distinct functional modules: rule retrieval module, decision tree application, and call management module. Each module handles specific tasks (retrieving business rules, analyzing rules, executing call routing), allowing the system to achieve high efficiency through specialized processing while maintaining manageable complexity through modular architecture.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The patent introduces a decision tree application as an intermediary between the IVR system and call management logic. This intermediary retrieves and analyzes business rules, then provides decisions to the call management module, enabling efficient and personalized call handling without requiring the core IVR system to contain complex management logic directly.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Adaptability or versatility

If static call routing is used, then system complexity is reduced, but adaptability to different customer needs deteriorates

Engineering Contradiction:

Improvecall routing adaptabilityVSAvoidrouting logic complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent implements dynamic call routing by retrieving business rules that contain current customer information and account status. The system adapts routing decisions in real-time based on retrieved data, allowing flexible response to different customer needs while keeping the routing logic itself simple through rule-based decision trees.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The patent changes routing parameters dynamically by retrieving updated customer information and account status before making routing decisions. Business rules are configured with parameters that change based on customer data, enabling adaptable routing without complex hardcoded logic for each scenario.

Inventive Principle:

Principle #35Parameter changes

3Ease of operation

If real-time customer information retrieval is implemented, then personalization capability is improved, but information retrieval time increases

Engineering Contradiction:

Improvepersonalization capabilityVSAvoidinformation retrieval time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The patent performs preliminary action by retrieving business rules and customer information at the beginning of the call flow, before specific routing decisions are needed. This allows the system to have customer data ready for quick reference during subsequent routing and menu personalization, reducing delays during critical decision points.

Inventive Principle:

Principle #10Preliminary action

4Manufacturing precision

If multiple business rules are retrieved during a call, then call management precision is improved, but processing time increases

Engineering Contradiction:

Improvecall management precisionVSAvoidrule processing time

Core Design Contradiction:

Manufacturing precisionVSLoss of time

Solution Approach 1:

The patent applies partial action by retrieving and analyzing only the specific business rules relevant to each customer's needs and call context, rather than processing all possible rules. The decision tree application selectively retrieves rules based on customer information, achieving precise call management while minimizing unnecessary processing time.

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS8687772B2Global tree rules for an interactive voice response system

Publication Date: 2014.04.01 BANK OF AMERICA CORP

AI summary

Methods, computer readable media, and apparatuses for managing calls in an interactive voice response system are presented. According to one or more aspects, a call from a user or customer is received by an interactive voice response system. The interactive voice response system retrieves user information based on user credentials. An interactive voice response program analyzes the user information and determines a first business rule to retrieve. A decision tree application retrieves the first business rule and analyzes the information within the first business rule. The decision tree application may retrieve one or more additional business rules based on a decision from the first business rule. The decision tree application makes a decision based on the information within the business rules and sends the decision to the interactive voice response application. Based on the decision, the interactive voice response application manages the call in the interactive voice response system.