IVR Menu Search via Web-Accessible Textual Listing
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Solution Overview
Problem
Current Interactive Voice Response (IVR) systems are not accessible to computer users and do not provide internet-based access to their menus of prompts, limiting the ability of computer users to search for and retrieve information such as telephone numbers and addresses.
Innovation Solution
Converting the IVR menu prompts into Internet-capable statements that can be stored on a computer server, allowing them to be accessed and searched via the World Wide Web, with the use of query handlers and databases like YAHOO or GOOGLE, enabling computer users to search for and retrieve information from IVR systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If IVR menu prompts are kept in traditional voice-based format, then the system maintains simple structure and ease of operation for phone users, but computer users cannot access or search the menu prompts
Solution Approach 1:
The patent creates a searchable listing that is a textual representation or copy of the IVR menu prompts. This listing is stored on a computer server and can be accessed by computer users through web browsers, while the original IVR system remains unchanged for phone users. The copying principle allows the menu to exist in two formats simultaneously without modifying the core IVR functionality.
Solution Approach 2:
The patent introduces a computer server as an intermediary between the IVR system and computer users. The server hosts the searchable listing and processes web-based search queries, acting as a mediator that enables computer users to access IVR menu information without requiring direct integration with the phone-based IVR system. This intermediary approach resolves the accessibility issue while maintaining system simplicity.
2Ease of operation
If IVR menu prompts are converted into Internet-capable statements and stored on a server, then computer users can search and access the menu prompts, but the system complexity increases
Solution Approach 1:
The patent segments the IVR menu into individual searchable entries that can be independently stored and queried. Each menu prompt is converted into a discrete, searchable statement that can be stored in a database on the server. This segmentation allows for efficient searching and indexing, making the system more manageable despite the added complexity of conversion and storage infrastructure.
Solution Approach 2:
The patent creates a textual copy of the IVR menu prompts that is optimized for web searching. This copy includes keywords and structured data that make the menu searchable on the Internet, while the original voice-based IVR system remains intact. The copying process simplifies the search interface for computer users while the server infrastructure manages the complexity of conversion and storage.
3Loss of information
If the searchable listing is made available on the Internet for public querying, then information accessibility is improved, but security and control over the menu structure may be compromised
Solution Approach 1:
The patent publishes a copy of the IVR menu structure on the Internet, which allows public access to menu information without exposing the actual IVR system. This copy includes telephone numbers, addresses, and menu prompt text, but does not provide direct access to the voice-based IVR functionality. The copying approach balances information accessibility with system security, as the published listing is static and cannot be modified or exploited to access the live IVR system.
Solution Approach 2:
The patent uses a computer server as an intermediary layer between the public and the IVR system. The server hosts the searchable listing and processes web queries, acting as a secure barrier that allows information disclosure without direct system exposure. This intermediary approach maintains control over the IVR menu structure while providing public access to information, as the server can be secured independently from the phone-based IVR system.
Data Source
AI summary
Methods, systems, and products are disclosed for searching a searchable listing of an interactive menu prompting system. A search request is received, and the search request includes a search term. A query is sent to determine whether the search term occurs within in the searchable listing. A search result is received and communicated to a client.