Messaging ARS Server Text Message Automation
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Solution Overview
Problem
Conventional automatic response systems (ARS) are inconvenient as they provide information only through voice, requiring users to concentrate on the voice and repeat it for understanding, and do not save information for later retrieval, leading to increased service time and costs for companies.
Innovation Solution
A messaging ARS server and method that transmits and receives text messages to and from mobile devices, allowing users to access information visually and connect directly with counselors, reducing the need for repeated voice interactions and simplifying information retrieval.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional voice-based ARS system is used, then users can access information through voice, but users must concentrate on the voice and repeat it for understanding, increasing service time
Solution Approach 1:
The patent replaces the voice-based interaction mechanism with a text message-based mechanism. Instead of users listening to and repeating voice commands, the system uses SMS text messages for communication, allowing users to read and respond at their own pace without the time pressure of voice interactions.
Solution Approach 2:
The patent creates a visual copy of the voice information in text form. The ARS system converts voice-based information delivery into text message format, allowing users to read, review, and retain information visually rather than relying on auditory memory.
2Loss of information
If conventional voice-based ARS system is used, then information is provided through voice, but information is not saved in mobile device for later retrieval
Solution Approach 1:
The patent creates a persistent visual copy of information in text message format that is stored in the mobile device's message storage. Users can retrieve and review this information later, eliminating the loss of information that occurs with voice-based systems where information exists only in auditory form during the call.
3Extent of automation
If voice-based ARS system is used, then automatic response service is provided, but users prefer direct connection to counselor, increasing counselor management costs
Solution Approach 1:
The patent substitutes the voice-based automatic response system with a text message-based system that better matches user preferences. By using SMS technology, the system maintains automation while reducing user frustration and the need for counselor intervention, thereby reducing counselor management costs.
Data Source
AI summary
There is provided a messaging automatic response service (ARS) server for transceiving an ARS text message with a mobile device. The messaging ARS server includes: a receiver configured to receive an ARS request text message sent by the mobile device from a message service center server; an ARS text message generator configured to analyze the received ARS request text message and generate an ARS response text message including at least one automatic response menu text; a transmitter configured to transmit the generated ARS response text message to the message service center server; a state information generator configured to generate state information corresponding to one or more of the received ARS request text message and the generated ARS response text message; and a state information transmitter configured to transmit the generated state information to a first apparatus of a voice ARS system.