IVR Prompt List Modification for Error Correction
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Solution Overview
Problem
Interactive Voice Response (IVR) applications often fail due to formatting errors in prompt lists, such as incorrect text formats, duplicates, and symbol misuse, leading to incorrect information output or system failure.
Innovation Solution
A system that identifies and modifies IVR prompts by removing or adding elements to correct formatting issues, including removing non-printable characters, adjusting pipe symbols, detecting and removing duplicates, and sorting content, to ensure accurate playback and reduce manual cleanup time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If prompt lists are manually created and uploaded to IVR applications, then customization and flexibility are improved, but formatting errors and duplicates cause system reliability to deteriorate
Solution Approach 1:
The system performs preliminary validation and cleaning of prompt lists before they are uploaded to the IVR application. It checks for formatting errors, duplicate prompts, and other issues in advance, correcting them automatically or flagging them for manual review. This preliminary action prevents errors from reaching the IVR system, maintaining reliability while preserving customization flexibility.
Solution Approach 2:
The system implements feedback mechanisms that analyze uploaded prompt lists and provide information about detected errors, duplicates, and formatting issues. This feedback loop allows operators to correct problems before deployment, ensuring that customized prompt lists meet quality standards and do not compromise system reliability.
2Measurement precision
If extensive manual review and cleanup of prompt lists is performed, then error detection is improved, but time consumption and operational complexity increase
Solution Approach 1:
The system introduces an automated intermediary processing layer between prompt list creation and IVR deployment. This intermediary automatically performs validation, duplicate detection, and formatting checks, providing high error detection accuracy without requiring extensive manual review. The automated intermediary handles routine checking tasks, freeing operators from time-consuming manual analysis.
Solution Approach 2:
The system enables self-service validation where the prompt list processing automatically detects and corrects common errors without human intervention. Features include automatic duplicate identification, formatting standardization, and error flagging that operate autonomously, maintaining high detection accuracy while minimizing the time and effort required from operators.
3Productivity
If automated processing of prompt lists is implemented, then productivity is improved, but detection precision may deteriorate without proper validation rules
Solution Approach 1:
The system replaces manual mechanical review processes with automated computational validation. Computer-based algorithms efficiently scan prompt lists for errors, duplicates, and formatting issues with high precision. The automated system uses pattern recognition and rule-based validation to maintain detection accuracy while dramatically increasing processing speed compared to manual methods.
Solution Approach 2:
The system employs configurable validation parameters and rules that can be adjusted to match specific IVR application requirements. By optimizing detection sensitivity and specificity parameters, the automated system achieves high error detection precision while maintaining fast processing speeds. Parameter tuning allows the system to adapt to different error patterns and prompt formats without sacrificing productivity.
Data Source
AI summary
An example operation may include one or more of receiving a data file comprising a list of interactive voice response (IVR) prompts, identifying an IVR prompt with incorrect content that will cause an error during one or more of reading and playing of the IVR prompt, modifying the incorrect content via addition or removal of an element from text content within the IVR prompt, and storing the modified IVR prompt in memory.