Automated Duplicate Prompt Tagging in IVR Scripts
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Solution Overview
Problem
The process of removing and uniquely naming duplicate prompts in script logic assemblies for IVR systems is time-consuming and error-prone, particularly during translation and recording, which hinders efficient customer service in call centers.
Innovation Solution
A method involving a processor that sequences scripts, identifies duplicate prompts, tags unique prompts for translation, and replicates these tags to duplicate prompts, utilizing a non-transitory computer-readable medium and system to streamline the process and reduce errors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Manufacturing precision
If duplicate prompts are manually removed and uniquely named during translation and recording, then translation accuracy and recording efficiency are improved, but time consumption and operational complexity increase
Solution Approach 1:
The system performs preliminary identification and tagging of duplicate prompts before translation and recording processes begin. By pre-marking duplicate prompts with unique identifiers, the system eliminates the need for manual duplicate detection during translation, thereby improving accuracy while reducing time consumption.
Solution Approach 2:
The system creates copies of unique prompt identifiers and applies them to duplicate prompts automatically. This copying mechanism ensures consistent naming across all duplicate instances without requiring manual intervention, thus improving translation accuracy while significantly reducing the time required for prompt management.
2Adaptability or versatility
If manual processes are used to identify and manage duplicate prompts, then flexibility and adaptability are maintained, but error rates and operational complexity increase
Solution Approach 1:
The system performs self-service by automatically identifying duplicate prompts, generating unique identifiers, and tagging them without human intervention. This automated self-service approach eliminates manual errors while maintaining the flexibility to handle various script structures and prompt formats through configurable algorithms.
Solution Approach 2:
The system implements feedback mechanisms where identified duplicate prompts are tagged with unique identifiers that provide continuous feedback during translation and recording processes. This automated feedback loop ensures consistency and reduces errors by preventing misidentification of duplicates while maintaining adaptability to different script configurations.
3Stability of the object's composition
If duplicate prompts are not removed, then the complete script structure is preserved, but translation and recording time increase and errors multiply
Solution Approach 1:
The system segments prompt management by separating unique prompts from duplicate prompts through automated identification and tagging. This segmentation allows the complete script structure to be preserved while enabling efficient processing of only the unique prompt instances during translation and recording, thereby maintaining script integrity while improving productivity.
Solution Approach 2:
The system performs preliminary tagging of duplicate prompts with unique identifiers before the translation and recording processes begin. This preliminary action preserves the complete script structure for reference and validation purposes while enabling efficient processing by allowing translators and recorders to focus only on unique prompts, thus maintaining structural integrity while enhancing productivity.
Data Source
AI summary
Providing unique prompts for script, comprising sequencing, by a processor, at least one script in a design order having at least one prompt, identifying, by the processor, duplicate prompts of the at least one prompt, identifying, by the processor, unique prompts of the at least one prompt, translation tagging, by the processor, the identified unique prompts and replicating, by the processor, the translation tagged unique prompts to the identified duplicate prompts.