IVR System Predicting Caller Data From Prior Calls
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Solution Overview
Problem
Conventional IVR systems often require callers to repeatedly provide information, leading to frustration and inefficiency, especially when callers need to access similar information multiple times, due to difficulties in remembering or accurately inputting long alphanumeric codes and the burden of navigating through complex call flows.
Innovation Solution
An IVR system that predicts information needed for call servicing by analyzing data from prior calls, allowing it to prefill or confirm information automatically, thereby reducing the need for callers to re-enter data and streamline the call process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional IVR systems require callers to repeatedly provide information, then the system can service calls with basic functionality, but caller frustration increases and efficiency decreases
Solution Approach 1:
The system performs preliminary actions by analyzing caller behavior data from prior calls before the current call begins. It pre-identifies likely information needs and prepares predictive models to anticipate what information the caller will need to provide, allowing the system to proactively gather or pre-fill information rather than reactively collecting it during the call
Solution Approach 2:
The system implements feedback mechanisms by continuously analyzing caller behavior data from previous interactions and using this feedback to improve predictions for current and future calls. The system learns from patterns in how callers provide information, what information they need, and adjusts its information gathering strategy based on this accumulated feedback to reduce redundant input requirements
2Measurement precision
If IVR systems collect detailed information from callers, then call servicing accuracy improves, but the complexity of the call flow increases
Solution Approach 1:
The system performs preliminary data analysis and information preparation before the call flow begins. By pre-identifying which information is likely needed based on caller behavior patterns and call context, the system can streamline the call flow to only request essential information rather than following a complex predetermined path that collects all possible data points
Solution Approach 2:
The system dynamically changes parameters of the call flow based on real-time analysis of caller behavior and predicted information needs. Rather than following a fixed complex script, the system adapts the information collection process by adjusting which parameters are gathered, in what order, and with what level of detail, based on predictive modeling of the specific caller's needs
3Ease of operation
If IVR systems use traditional information gathering methods, then implementation is straightforward, but caller time and effort increase
Solution Approach 1:
The system performs preliminary actions by pre-gathering information through predictive analysis before the caller needs to provide it. By analyzing behavior patterns from prior calls and predicting what information will be needed, the system can pre-fill data fields or prepare information, reducing the actual time the caller spends inputting data during the live call
Solution Approach 2:
The system enables self-service by using automated predictive modeling to anticipate and gather information without requiring extensive manual input from the caller. The behavior analysis system essentially serves itself by learning from patterns and making intelligent predictions about what information is needed, reducing the burden on callers to manually provide every detail
Data Source
AI summary
A call from a caller to an interactive voice response (IVR) system may be serviced based on behavior by the caller in one or more prior calls to the IVR system. The call may be serviced by predicting information to be used in servicing the call. Predicting such information may include analyzing data reflecting behavior by the caller in one or more prior calls to the IVR system.