Personalized IVR Voice Menu Assembly
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Solution Overview
Problem
Conventional Interactive Voice Response (IVR) systems require multiple user operations to access services, leading to prolonged voice display times, increased call loss, and excessive system resource usage.
Innovation Solution
An IVR system that sends a service recommendation request to a voice recommendation system to acquire personalized voice service modules based on user demand data, assembling these modules into a menu for efficient voice display, thereby reducing the need for repetitive user interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional IVR follows a fixed voice display process divided into many stages, then comprehensive service coverage is achieved, but voice display time increases and call loss occurs
Solution Approach 1:
The system performs preliminary actions by pre-analyzing user profiles, historical behavior data, and service preferences before the voice display process begins. This allows the IVR system to pre-determine the optimized service sequence and content, eliminating the need for lengthy multi-stage displays during the actual call.
Solution Approach 2:
The voice display process transitions from a fixed static sequence to a dynamic adaptive sequence. The system dynamically adjusts the service display order and content based on real-time user identification results, historical behavior analysis, and predicted service needs, optimizing the display path for each user individually.
2Adaptability or versatility
If conventional IVR uses a fixed multi-stage voice display process, then all services can be accessed, but the number of user feedback operations increases
Solution Approach 1:
The system implements self-service by automatically analyzing user profiles and historical behavior data to predict service needs, then autonomously generating optimized service sequences without requiring users to navigate through multiple stages. The system serves itself by using its own accumulated user data to improve the service delivery process.
Solution Approach 2:
The system utilizes feedback mechanisms by analyzing historical user behavior data and service selection patterns to continuously optimize the voice display sequence. User feedback from past interactions is processed to refine prediction models, creating a closed-loop system that learns and improves over time.
3Adaptability or versatility
If conventional IVR implements a fixed voice display process with multiple stages, then comprehensive service options are provided, but system resources are excessively occupied
Solution Approach 1:
The system extracts only the essential and predicted service options that each user is most likely to need, removing unnecessary service stages from the voice display process. By extracting and prioritizing high-probability service paths based on user analysis, the system reduces overall processing load while maintaining comprehensive service availability for those who need it.
4Measurement precision
If conventional IVR requires multiple feedback operations for service access, then precise service selection is achieved, but call loss increases
Solution Approach 1:
The system performs preliminary identification and service prediction actions before the voice display begins, pre-determining the most likely service paths. This preliminary action reduces the number of iterative feedback operations needed during the call, decreasing call loss while maintaining accurate service selection through pre-computed user profiles.
Data Source
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AI summary
An interactive voice response (IVR) system establishes an IVR call connection with a user. The IVR system sends a service recommendation request for the user to a voice recommendation system to acquire one or more voice service modules recommended to the user via the voice recommendation system. The IVR system assembles the voice service modules recommended to the user into a menu for voice display. The voice service modules recommended to the user are voice service modules matched with service demand data of the user among preset voice service modules. The IVR system no longer displays according to a fixed voice display process, but displays the voice service modules in a personalized manner. Therefore, the user, when acquiring corresponding services, is able to locate desirable voice service modules without executing feedback operations repeatedly, which shortens the voice display time and decreases the call loss, thereby reducing the usage of system resource.