Interactive Voice Response System External Content Store

Solution Overview

Problem

Speech-enabled automated systems face inefficiencies with fixed state tables, leading to increased memory usage, complex code, and high costs due to the need for extensive memory and debugging challenges as the length and complexity of prompts and content grow.

Innovation Solution

A system and method that utilize an information store logically external to the interactive voice response system, allowing for the retrieval of content based on verbal and non-verbal inputs, using action-objects and values to dynamically access and communicate table-driven instructional content, thereby reducing the burden on memory and code complexity.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If fixed state tables are used to store prompts and content in speech-enabled automated systems, then the system can deliver consistent information to callers, but memory usage increases substantially and code complexity increases making debugging and modification difficult

Engineering Contradiction:

Improveconsistency of information deliveryVSAvoidcode complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent extracts prompts and content from the fixed state tables embedded in the computer program and stores them in an external information store (database). This separation removes the burden of storing large amounts of text data from the program code, reducing code complexity while maintaining the ability to deliver consistent information through structured data retrieval.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The patent introduces an intermediary layer (information store with structured data fields) between the speech-enabled automated system and the content delivery mechanism. This intermediary allows the system to retrieve consistent information through parameterized queries without embedding the actual content within the program code, thus reducing code complexity while preserving information consistency.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If fixed state tables are used to store prompts and content, then the system can maintain structured information delivery, but the computer programs take up substantial portions of memory

Engineering Contradiction:

Improvestructured information deliveryVSAvoidmemory usage

Core Design Contradiction:

ReliabilityVSQuantity of substance

Solution Approach 1:

The patent extracts prompts and content from the fixed state tables embedded in the computer program and stores them in an external information store (database). This separation removes the burden of storing large amounts of text data from the program code, reducing code complexity while maintaining the ability to deliver consistent information through structured data retrieval.

Inventive Principle:

Principle #2Taking out (Extraction)

3Loss of information

If the length and logical complexity of prompts and content increase, then the system can provide more comprehensive information, but the costs associated with utilizing fixed state tables become prohibitive

Engineering Contradiction:

Improvecomprehensiveness of informationVSAvoidsystem cost

Core Design Contradiction:

Loss of informationVSDevice complexity

Solution Approach 1:

The patent extracts prompts and content from the fixed state tables embedded in the computer program and stores them in an external information store (database). This separation removes the burden of storing large amounts of text data from the program code, reducing code complexity while maintaining the ability to deliver consistent information through structured data retrieval.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The patent creates a universal information store structure that can handle various types of content (prompts, instructions, information) through a standardized schema with fields for title, body, and action objects. This multi-functional approach allows the system to manage comprehensive information across different contexts without requiring separate fixed state tables for each type of content, reducing overall system complexity and cost.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS8526577B2System and method to access content from a speech-enabled automated system

Publication Date: 2013.09.03 MICROSOFT TECHNOLOGY LICENSING LLC

AI summary

A method of accessing content at a speech-enabled automated system is disclosed and comprises receiving a verbal input at an interactive voice response system. The interactive voice response system can include one or more table-driven state tables, in which action-objects are embedded. Further, the method can include retrieving content from an information store, wherein the content is associated with the verbal input. The information store is logically external to the interactive voice response system.