IVR Outdial Process for Language Interpretation Sessions
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Solution Overview
Problem
Conventional telehealth and healthcare-related systems face challenges in providing effective language interpretation services to limited English proficiency (LEP) individuals due to low answer rates and privacy concerns, leading to missed critical communications and insurance claim interactions.
Innovation Solution
A computer-implemented process that initiates voice-based communications between a client representative and a customer using a language interpreter, with features like automatic number identification, text-to-speech conversion, and ANI simulation to improve answer rates and customer engagement by establishing a language interpretation session, and managing callbacks and preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional telehealth systems use standard outdial procedures to contact LEP customers, then the system can initiate communication, but the answer rate is significantly low due to privacy concerns and spam filtering
Solution Approach 1:
The patent introduces an IVR system as an intermediary between the outdial system and the customer. The IVR receives the outbound call, performs ANI simulation to present a familiar number, and manages the callback initiation. This intermediary layer protects the customer's privacy while enabling successful communication establishment.
Solution Approach 2:
The system performs preliminary actions by pre-configuring the IVR with customer contact information and preferences before the actual communication attempt. The IVR is prepared to simulate ANI and initiate callbacks in advance, which increases the likelihood of successful contact while maintaining privacy.
2Adaptability or versatility
If the system uses language interpretation services for LEP customers, then communication effectiveness improves, but the complexity of the system increases due to multiple language routing requirements
Solution Approach 1:
The IVR system is designed as a universal platform that handles multiple languages and communication scenarios through a single interface. It can route calls to appropriate language interpreters, simulate ANI, and manage callbacks for different customer segments without requiring separate systems for each function.
Solution Approach 2:
The IVR acts as a mediator between the telehealth system and language interpretation services. It receives requests, determines language requirements, routes to appropriate interpreters, and manages the communication flow, thereby simplifying the integration of language services into the overall system.
3Productivity
If the system implements ANI simulation to improve answer rates, then customer engagement increases, but the reliability of caller identification may be compromised
Solution Approach 1:
The system performs ANI simulation as a preliminary action before the actual callback. The IVR is pre-configured with the customer's familiar number and uses this information to simulate the ANI. This allows the system to present a familiar caller ID to increase engagement while maintaining the integrity of the actual communication pathway.
Data Source
AI summary
A computer-implemented process receives, from a client representative communication device, a request to initiate a voice-based communication to a customer communication device on behalf of a client entity. The request comprises a telephone number associated with the customer communication device. The client representative device being is operated by a client representative that speaks a first human-spoken language, and the customer communication device is operated by a customer that speaks a second human-spoken language, which is distinct from the first human-spoken language. The computer-implemented process routes, with a processor, the request to a language interpreter communication device. The computer-implemented process initiates, with the processor, a communication request from the language interpreter communication device to the customer communication device. Furthermore, the computer-implemented process receives, at a processor-implemented interactive voice recognition system, a callback subsequent to the communication request from the language interpreter communication device to the customer communication device being unanswered.