Proactive Call Processing System for Personalized Menu Routing

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Solution Overview

Problem

Traditional call processing systems are inefficient due to the need for callers to navigate through multiple phone numbers and menus, leading to incorrect routing and increased telecommunications costs, as well as a lack of personalization in customer interactions.

Innovation Solution

The system automatically recognizes callers' phone numbers and customer IDs to deliver tailored messages and options based on their specific needs, reducing the need for manual navigation and enhancing the customer experience.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional call processing systems use multiple phone numbers and manual menu navigation, then callers can access different transaction types, but callers frequently dial incorrect numbers and traverse unnecessary menus leading to incorrect routing and increased telecommunications costs

Engineering Contradiction:

Improveaccess to different transaction typesVSAvoidtelecommunications costs

Core Design Contradiction:

Adaptability or versatilityVSLoss of energy

Solution Approach 1:

The system performs preliminary action by automatically determining the caller's identity and intended transaction type before the caller begins navigating menus. The system proactively presents tailored options based on pre-retrieved customer information, preventing incorrect routing before it occurs and eliminating unnecessary menu traversal.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system enables self-service by automatically gathering customer information from the phone number, retrieving account data, and presenting personalized transaction options without requiring manual menu navigation. The caller simply speaks naturally and the system handles the routing and information presentation autonomously.

Inventive Principle:

Principle #25Self-service

2Adaptability or versatility

If traditional call processing systems require manual menu navigation, then callers can access different transaction types, but callers spend excessive time traversing menus and may opt-out for human assistance

Engineering Contradiction:

Improveaccess to different transaction typesVSAvoidmenu traversal time

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system inverts the traditional approach by instead of presenting a fixed menu and waiting for caller selection, the system actively determines what the caller needs and presents only those specific options. The control flow is reversed from caller-directed to system-directed based on automated analysis.

Inventive Principle:

Principle #13The other way round (Inversion)

3Ease of operation

If traditional call processing systems deliver standardized prompts to all callers, then system operation is simplified, but callers receive irrelevant information and cannot tailor interaction to their specific needs

Engineering Contradiction:

Improvesystem operation simplicityVSAvoidrelevance of information provided

Core Design Contradiction:

Ease of operationVSLoss of information

Solution Approach 1:

The system applies local quality by customizing the information and options presented to each caller based on their specific account characteristics, transaction history, and identified needs. Instead of uniform treatment, each caller receives locally optimized information relevant to their situation, such as account-specific balances, recent transactions, and personalized offers.

Inventive Principle:

Principle #3Local quality

Solution Approach 2:

The system changes parameters dynamically by adjusting the set of presented options and information based on real-time analysis of caller identity, account status, and transaction type. The system modifies presentation parameters such as which menu options appear, what information is displayed, and how questions are framed based on individual caller parameters.

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS7792258B1Customer menu

Publication Date: 2010.09.07 AMERICAN AIRLINES INC

AI summary

Methods of processing a call initiated by a caller and received by a call processing system wherein, in at least one embodiment, information specific to the caller's identity is obtained, at least one message is selected automatically and based on the obtained information, and the at least one message is automatically presented to the caller, among other aspects. The obtained information upon which the at least one message is automatically selected may also be automatically obtained. Such automatically obtained information may also be obtained based on or employ previously obtained information, including previously obtained information that was also automatically obtained.