Automated IVR Data Exchange System
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Solution Overview
Problem
Interactive voice response (IVR) systems often require users to repeatedly provide the same information, leading to an adverse user experience due to the complexity and inefficiency of navigating multiple systems.
Innovation Solution
A system and method that allows user information to be pre-stored on a device or remotely, enabling automated interaction with IVR systems by processing verbal prompts to determine and provide relevant user information, reducing the need for direct user input through audio data generation and transmission.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users interact with multiple IVR systems by providing information manually through voice commands or DTMF buttons, then each system can process the information, but the user experience deteriorates due to repeatedly providing the same information and navigating complex menus
Solution Approach 1:
The system performs preliminary actions by automatically providing user information to the IVR system before the user would need to manually input it. The server retrieves pre-stored user information and transmits it automatically, eliminating the need for users to navigate complex menus and repeatedly provide the same information.
Solution Approach 2:
The system enables self-service by automating the information provision process. The server autonomously retrieves and transmits user information without requiring user intervention through voice commands or DTMF buttons, allowing the system to serve itself in gathering and submitting user data.
2Reliability
If IVR systems request multiple pieces of information through sequential prompts, then comprehensive data can be collected, but the time required for communication increases significantly
Solution Approach 1:
The system performs preliminary retrieval of comprehensive user information from the database before the IVR communication begins. By having all necessary information ready in advance and transmitting it automatically, the system ensures information completeness while dramatically reducing the time required compared to sequential user input.
3Productivity
If users manually input information through voice commands or DTMF buttons for each IVR interaction, then the system can process the input, but the effort and time required increase with each interaction
Solution Approach 1:
The system enables self-service by automating the information provision process. The server autonomously retrieves and transmits user information without requiring user intervention through voice commands or DTMF buttons, allowing the system to serve itself in gathering and submitting user data.
Solution Approach 2:
The system performs preliminary actions by automatically providing user information to the IVR system before the user would need to manually input it. The server retrieves pre-stored user information and transmits it automatically, eliminating the need for users to navigate complex menus and repeatedly provide the same information.
Data Source
AI summary
Described are techniques for exchanging data, in an automated manner, with an automated system, such as an Interactive Voice Response (IVR) system. Data may be exchanged with the automated system via a data connection, separate from a telecommunication connection. User data responsive to requests received from the system via the data connection, or user data that corresponds to the identity of the system, may be automatically provided. A telecommunication connection may be initiated during or subsequent to the exchange of data via the data connection. A notification may be provided to a user responsive to receipt of audio data via the telecommunication connection, or a change in the received audio data.