IVR Playback Speed Control via Dynamic User Adjustment
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Solution Overview
Problem
Interactive voice response (IVR) systems in telephony are often frustrating due to poorly designed speech recognition and playback speed issues, which can be too fast or too slow, leading to user dissatisfaction and limited adoption.
Innovation Solution
Users can adjust the playback speed of recorded messages in real-time using predetermined keys or spoken commands, allowing for acceleration, deceleration, or repetition of the message, with the IVR system analyzing user interactions to optimize playback.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If the recorded message playback speed is increased to improve efficiency, then the system productivity improves, but the user comprehension and satisfaction deteriorate
Solution Approach 1:
The patent applies dynamics by making the playback speed adjustable rather than fixed. Users can dynamically change the playback speed during the message delivery based on their comprehension needs, allowing the system to adapt between high productivity (faster playback) and high ease of operation (slower playback) as required by each user.
Solution Approach 2:
The patent changes the parameter of playback speed from a static system setting to a dynamic user-controllable parameter. This allows the system to maintain high productivity through faster playback options while ensuring user comprehension by allowing individuals to adjust the speed parameter to their comfortable level.
2Ease of operation
If the recorded message playback speed is decreased to improve user comprehension, then the ease of operation improves, but the system productivity and time efficiency deteriorate
Solution Approach 1:
The system dynamically adjusts playback speed based on user needs rather than using a fixed slow speed. This allows the system to maintain high productivity by using faster playback for most users while providing the option for slower playback when comprehension is the priority, thus avoiding the permanent productivity loss that would result from a fixed slow playback speed.
Solution Approach 2:
The playback speed parameter is made variable and user-controllable. Instead of the system being forced to operate at a low productivity level to ensure comprehension, users can change the speed parameter to match their individual needs, allowing the system to generally maintain high productivity while accommodating those who require slower playback.
3Device complexity
If fixed playback speed is used to simplify the system design, then the device complexity is reduced, but the adaptability to different user needs deteriorates
Solution Approach 1:
The patent implements multi-functionality by enabling a single IVR system to serve multiple user needs through adjustable playback speed. The system can operate at various speeds according to user preferences, making it universally adaptable to different user requirements without requiring separate systems for different speed requirements.
Solution Approach 2:
The system transitions from a static fixed-speed design to a dynamic variable-speed design. This adds adaptability while maintaining reasonable system complexity by using standard audio processing capabilities that allow speed adjustment without requiring fundamentally new hardware or complex redesign.
4Adaptability or versatility
If playback speed adjustment options are added to accommodate user needs, then the adaptability improves, but the device complexity and operation complexity deteriorate
Solution Approach 1:
The system enables self-service by allowing users to independently adjust playback speed without requiring system intervention or complex configuration. Users can control their own playback experience through simple interfaces, reducing the need for system complexity while maintaining high adaptability.
Solution Approach 2:
The patent implements adaptability through parameter changes by allowing users to modify the playback speed parameter with minimal system complexity. The underlying audio processing infrastructure is leveraged to enable speed adjustment without requiring fundamentally new complex systems, thus achieving high adaptability with acceptable complexity levels.
Data Source
AI summary
A user may accelerate or decelerate the speed of playback of a recorded message provided by an interactive voice response (IVR) system at any time during the course of listening to the recorded message. The user may provide speed control instructions using predetermined keys or buttons on a communications device to modify the speed of the recorded message playback. Alternatively or additionally, the user may speak words to adjust the speed that a recorded message is being played to them. A speed control instruction may cause some or all of the recorded message to be repeated.