IVR Web Page Dynamic Content Generation
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Solution Overview
Problem
Conventional IVR systems lack the ability to provide users with additional information such as links, documents, video, and images, and fail to personalize the user experience based on their menu choices during self-service sessions.
Innovation Solution
A web-based system dynamically generates and updates a web page for IVR users as they navigate through menus, incorporating meta information to provide relevant content like documents, video, or audio related to their dialog session, which can be accessed during or after the call.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional IVR systems are used, then the system structure remains simple, but the system cannot provide additional information such as links, documents, video, and images to users
Solution Approach 1:
The patent merges the traditional IVR voice-based information delivery system with a web-based visual information delivery system. The IVR system now simultaneously provides both voice responses and web pages with rich media content (links, documents, video, images) to users, combining the strengths of both communication channels to overcome the information limitation of conventional IVR systems.
Solution Approach 2:
The IVR system is enhanced to perform multiple functions: it continues to provide traditional voice-based menu navigation and information delivery, while simultaneously generating and delivering web pages with rich media content. This multi-functionality allows the system to cater to different user preferences and provide comprehensive information through multiple channels.
2Adaptability or versatility
If conventional IVR systems are used, then the system operation remains straightforward, but the user experience cannot be personalized based on menu choices
Solution Approach 1:
The system dynamically generates web pages based on the user's navigation path and menu choices within the IVR system. As users traverse different menus and make selections, the web page content is updated in real-time to reflect the user's current context and preferences, enabling personalized information delivery without requiring users to manually configure their experience.
Solution Approach 2:
The system monitors and tracks user interactions with the IVR menu system, using this feedback information to personalize the web page content. By analyzing which menus users access and what information they request, the system adapts the web page display to show relevant links, documents, video, and images that match the user's information needs and journey through the IVR system.
3Productivity
If additional web-based content is provided to IVR users, then user engagement improves, but the system complexity increases
Solution Approach 1:
The patent introduces a web server as an intermediary component that handles the generation and delivery of rich media content to IVR users. This intermediary layer manages the complexity of web content delivery, allowing the core IVR system to focus on voice-based menu navigation while the web server handles the sophisticated tasks of dynamic web page generation, content management, and multimedia delivery.
Data Source
AI summary
A method, apparatus and computer program product for providing additional information to an Interactive Voice Response (IVR) system user is presented. A call from a user is received at the IVR system, and a session is provided for the user. Additionally, a page is generated for the session. The page is communicated to the user; and is dynamically updated for the user as the user traverses menus of the IVR system.