Outbound Call Language Personalization for Higher Answer Rates

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Solution Overview

Problem

Businesses struggle to personalize outbound calls by aligning language characteristics with the called party, leading to reduced acceptance and conversion rates.

Innovation Solution

A system and method that utilizes a Display Selection Engine to determine the language characteristic of the called party and generate customized display content, including branding or identification, to be rendered on the called party's device prior to or during the call.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If businesses use standardized outbound calls without personalization, then the system complexity is low, but the acceptance rate and conversion rate are reduced

Engineering Contradiction:

Improvepersonalization capabilityVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system performs preliminary actions by determining communication characteristics and generating customized display content before the called party is alerted to the requested communication. This allows personalization to be prepared in advance, enabling adaptability without adding complexity to the real-time call handling process.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent segments the call setup process into distinct components: determining communication characteristics, generating customized display content, and transmitting content via communication channels. This segmentation allows each function to be handled independently, managing system complexity while achieving personalization.

Inventive Principle:

Principle #1Segmentation

2Productivity

If customized display content is generated and transmitted for each call, then the acceptance rate increases, but the processing time and system resources increase

Engineering Contradiction:

Improveacceptance rateVSAvoidprocessing time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

Customized display content is generated and transmitted before the called party is alerted to the requested communication. This preliminary action ensures that personalization is completed in advance, allowing the call to be answered immediately without delay during the call itself.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system uses communication channels as intermediaries to transmit customized display content separately from the voice call itself. This allows content personalization to be handled through parallel channels, reducing the processing burden on the call pathway and minimizing time loss.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentEP4092996B1System and method for personalizing the language associated with outbound calls

Publication Date: 2026.05.06 NEUSTAR INC

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AI summary

An approach is described for facilitating an outbound call from a calling party and a called party by displaying specific information on the communication device of the called party. The displayed specific information is based on a communication characteristic of the called party, where the communication characteristic includes a language characteristic of the called party. Based on language characteristic of the called party, customized display content is provided to the communications device of the called party, on or prior to the called party being alerted to the requested communication. The customized display content improves the answer rate and the conversion rate of the outbound call.