IVR Speech Application Call Path Analysis
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Solution Overview
Problem
Interactive Voice Response (IVR) systems often experience high rates of unsuccessful sessions due to difficulties in navigation, leading to user frustration and negative sentiment towards organizations, which can tarnish their public image and hinder client service.
Innovation Solution
A method for analyzing speech application performance in IVR systems by determining call paths and counting occurrences of specific events at each dialog node, allowing for graphical illustration of problematic call paths to aid developers in diagnosing issues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems are used to automate customer service, then productivity and service efficiency are improved, but user frustration and unsuccessful sessions increase due to navigation difficulties
Solution Approach 1:
The system implements feedback by monitoring and analyzing call path data to identify problematic dialog nodes and event patterns. This feedback loop enables continuous improvement of the IVR system by pinpointing specific areas causing user frustration and guiding targeted optimizations to reduce navigation difficulties while maintaining automation efficiency.
2Adaptability or versatility
If complex speech applications are implemented to handle diverse customer needs, then adaptability and service coverage are improved, but system complexity and difficulty in diagnosing issues increase
Solution Approach 1:
The system segments the complex speech application into discrete dialog nodes and call paths, allowing individual components to be analyzed independently. This segmentation enables developers to identify specific problematic areas within the larger system without being overwhelmed by overall complexity, facilitating targeted debugging and maintenance while preserving the system's comprehensive service coverage.
Solution Approach 2:
The patent introduces an intermediary analysis system that mediates between the complex speech application and developers. This intermediary layer processes raw call data, identifies patterns and anomalies, and presents actionable insights, thereby simplifying the interface between complex system behavior and human understanding without reducing the system's adaptability.
3Measurement precision
If detailed monitoring of all call paths is implemented, then measurement precision and problem identification are improved, but loss of time and computational resources increase
Solution Approach 1:
The system applies partial monitoring by focusing analysis on specific event types and dialog nodes that are most likely to indicate problems. Rather than uniformly analyzing every aspect of every call, the system selectively monitors critical paths and events, achieving sufficient measurement precision for problem identification while significantly reducing the time and computational resources required compared to comprehensive monitoring of all call data.
Data Source
AI summary
A method of analyzing speech application performance can include determining a call path for each of a plurality of calls from a log of an interactive voice response system having a speech application. Each call path can be defined by an ordered set of dialog nodes of the speech application. A number of occurrences of at least one selected type of event for the dialog nodes of the plurality of calls can be counted. At least one call path from the plurality of call paths can be indicated according, at least in part, to the number of occurrences of the selected type of event within the at least one indicated call path.