IVR System Text Query Handling via VXML
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Solution Overview
Problem
Existing automated customer assistance systems face challenges in efficiently integrating telephonic and text-based query handling, requiring significant additional resources to provide similar customer service functionalities across different platforms.
Innovation Solution
A system that utilizes Voice Extensible Markup Language (VXML) applications to process and respond to text-based queries by determining the intent behind user inputs through Natural Language Understanding (NLU) and mapping it to corresponding VXML applications, allowing for seamless interaction between telephonic and text-based systems, thereby reusing existing IVR functionalities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a text-based customer assistance system is implemented separately from the telephonic system, then text-based query handling capability is improved, but system complexity and resource requirements increase
Solution Approach 1:
The patent makes the existing IVR system universal by enabling it to handle both telephonic and text-based queries through a unified architecture. The IVR system processes text inputs from mobile devices the same way it processes voice inputs, using common components like the intent database and application logic, thereby eliminating the need for a completely separate text-based system
Solution Approach 2:
The patent merges the telephonic IVR system and text-based assistance system into a single integrated platform. By combining text processing capabilities with existing voice processing infrastructure, the system unifies query handling across both telephonic and text interfaces, reducing overall system complexity while expanding functionality
2Adaptability or versatility
If additional resources are allocated to create a separate text-based assistance system, then text-based service functionality is improved, but resource utilization efficiency deteriorates
Solution Approach 1:
The IVR system is transformed into a multi-functional platform that serves both telephonic and text-based customer assistance needs. By designing the system to handle multiple input types (voice and text) through the same processing pipeline and application logic, existing resources are leveraged efficiently without requiring duplicate infrastructure
Solution Approach 2:
The system enables self-service functionality across both telephonic and text interfaces using the same automated logic. The IVR applications automatically process queries from either interface type without requiring additional human resources or separate automated systems, maximizing the efficiency of existing resources
3Productivity
If VXML applications are reused for text-based queries, then resource utilization is improved, but compatibility challenges between telephonic and text interfaces arise
Solution Approach 1:
The patent introduces an intermediary layer that adapts text-based inputs to work with existing VXML (Voice XML) applications designed for telephonic interfaces. This mediator component translates text queries into the appropriate format that the VXML applications can process, enabling resource reuse while managing interface compatibility through a bridging mechanism
Data Source
AI summary
Aspects of the disclosure relate to automated text-based customer query systems. A computing device associated with a text-based query system may receive, from a user communication device, a text input at the user communication device. The computing device may determine, based on the text input, a voice extensible markup language (VXML) application from a plurality of VXML applications. The computing device may determine, based on the VXML application, a text output, and send the text output for display at the user device.