Personalized IVR Menu Generation Using User Profile Data
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Solution Overview
Problem
Conventional customer support systems, such as IVR, fail to provide personalized experiences as they do not consider user preferences or requirements, presenting the same options to all customers regardless of their individual needs.
Innovation Solution
A method and apparatus that receive and authorize user profile information to apply user preferences to a customized call processing application, transmitting menu options based on these preferences, allowing for personalized interactions during customer service inquiries.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional customer support systems present the same options to all customers, then system simplicity is maintained, but user personalization and satisfaction are reduced
Solution Approach 1:
The system performs preliminary actions by collecting user profile information, behavioral patterns, and environmental factors before the customer service interaction begins. This pre-processing allows the system to have user-specific data ready, enabling personalized menu presentations without adding complexity during the actual interaction.
Solution Approach 2:
The patent replaces traditional mechanical IVR menu systems with an intelligent, data-driven approach. Instead of fixed, pre-programmed menu structures, the system uses machine learning models and algorithms to dynamically generate personalized menu presentations based on user profiles, substituting rigid mechanical systems with flexible intelligent processing.
2Ease of operation
If user profile information is collected and processed, then personalized service is achieved, but data processing time and system resources increase
Solution Approach 1:
User profiles, behavioral patterns, and environmental factors are collected and processed in advance, before the customer service call begins. This pre-computation stores relevant user data and preferences, so that during the actual call, the system can quickly retrieve and apply this information without significant processing delays.
Solution Approach 2:
The system performs self-service by automatically analyzing user profiles and generating personalized menu presentations without requiring manual intervention. This automation reduces both data processing time and system resource requirements, as the system independently handles the complex task of personalization.
3Reliability
If standardized menu options are provided to all users, then system maintenance is simplified, but user satisfaction and relevance are reduced
Solution Approach 1:
The system achieves universality by creating a flexible framework that can serve all users while adapting to individual needs. The same underlying system infrastructure handles all customer service requests, but it dynamically adjusts menu presentations based on user profiles, making the system both universally applicable and individually customized.
Solution Approach 2:
The menu presentation system transitions from static, standardized options to dynamic, adaptive presentations. The system continuously adjusts menu content, ordering, and presentation style based on real-time analysis of user profiles, behavioral patterns, and environmental factors, making the service quality responsive to individual user characteristics.
Data Source
AI summary
A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.