Adjustable IVR System Using Properties File Segmentation
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Solution Overview
Problem
Existing IVR systems require programming skills and high-level permissions to adjust system flow parameters, leading to delays and limitations in modifying recognizable phrases and audio files, which hinders user flexibility and efficiency in call center operations.
Innovation Solution
An adjustable IVR system that utilizes a properties file to separate parameters from the base IVR code, allowing users to modify and update system flows through a graphical user interface without accessing the code, enabling users to add, remove, or modify phrases and audio files without re-compiling the system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users edit IVR system code and re-compile to adjust system flow parameters, then system reliability is maintained, but ease of operation deteriorates and loss of time increases
Solution Approach 1:
The patent segments the IVR system into two distinct parts: the base system code and the properties file. The properties file contains configurable parameters (verbal phrases, audio files, options files) that can be modified independently without touching the core system code. This segmentation allows users to adjust system flow parameters through simple file editing while maintaining the integrity and reliability of the compiled base system.
Solution Approach 2:
The patent extracts the configurable parameters from the base IVR system code into a separate properties file. This extraction enables users to modify system behavior by editing only the properties file, which is a simple text file, rather than requiring access to and modification of the compiled system code. The base system reads and interprets the properties file at runtime, allowing flexible parameter adjustment without re-compilation.
2Stability of the object's composition
If users edit IVR system code and re-compile to adjust system flow parameters, then system stability is maintained, but productivity deteriorates
Solution Approach 1:
By segmenting the system into stable base code and flexible properties files, the patent enables rapid parameter adjustments without affecting system stability. The base system remains compiled and unchanged, ensuring stability, while the properties file can be quickly edited to improve productivity in response to changing call center requirements.
Solution Approach 2:
The patent implements preliminary action by having the base IVR system pre-programmed to read and interpret the properties file structure. This preliminary setup allows users to make immediate parameter changes by simply editing the properties file without requiring re-compilation, thus improving productivity while maintaining system stability through the pre-established reading mechanism.
3Adaptability or versatility
If users access and modify base IVR system code, then adaptability improves, but device complexity increases
Solution Approach 1:
The patent divides the system into complex base code (which remains unchanged) and simple properties files (which users edit). This segmentation provides adaptability through easy parameter modification while avoiding the complexity of requiring users to understand or modify the base system code. Users only interact with the simplified properties file format.
Solution Approach 2:
The properties file acts as an intermediary between the user and the base IVR system. Instead of users directly accessing and modifying complex system code, they interact with the simple properties file, which the base system then interprets. This intermediary layer provides adaptability while shielding users from system complexity.
4Reliability
If high-level permissions are required to access IVR system code, then system security is maintained, but ease of operation deteriorates
Solution Approach 1:
The patent extracts the parameter configuration functionality from the protected base system code into an accessible properties file. Users can read and modify this file without requiring high-level permissions or access to the compiled system, thereby maintaining system security while dramatically improving ease of operation for routine parameter adjustments.
Data Source
AI summary
Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable interactive voice response (IVR) system. User identification information is received in order to determine which portions of an IVR system the user can access. The user can then search the IVR system based on a search term corresponding to a verbal phrase recognizable in the IVR system. The user can enter the search term via a GUI displayed on an electronic device. A listing of audio files or options files corresponding to the verbal phrase is then transmitted to the electronic display device. A new verbal phrase to be recognized in the IVR system is then received from the user, and a system flow including at least one of the audio files or options files is modified to correspond to the new verbal phrase.