Simulated IVR System with Machine Interpreter for Multilingual Routing
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Solution Overview
Problem
Conventional automated systems for service providers are inefficient in handling multiple human-spoken languages, leading to significant resource expenditures as they often require connecting limited English proficiency users to both customer service agents and human language interpreters, due to the lack of multilingual capabilities.
Innovation Solution
Implementing a simulated Interactive Voice Response (IVR) system that uses a machine interpreter to translate requests from a second human-spoken language into a first language, allowing the existing IVR to process the request and then translate the response back into the second language, thereby providing a multilingual service without the need for physical infrastructure changes or additional human resources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If service providers use conventional automated systems with one particular human spoken language, then the system can provide automated service efficiently, but it cannot serve users speaking other languages without connecting them to human customer care agents and human language interpreters
Solution Approach 1:
The patent implements a simulated IVR system that allows a single IVR infrastructure to serve multiple languages by using machine interpretation services. Instead of building separate IVRs for each language, the system translates incoming requests from various languages into the native IVR language, processes them through the existing IVR, and translates the responses back to the user's language. This makes the IVR system universal and capable of handling multiple languages without additional infrastructure.
Solution Approach 2:
The patent introduces machine interpretation services as an intermediary between the user and the IVR system. The machine interpretation service translates the user's input from their language into the IVR's native language, and also translates the IVR's responses back into the user's language. This intermediary layer enables communication between the IVR and users speaking different languages without requiring the IVR to be rebuilt for each language.
2Adaptability or versatility
If service providers add an additional commonly-spoken language into their automated system platforms, then more users can be served, but the infrastructure change is time-intensive and resource-intensive
Solution Approach 1:
The patent creates a simulated IVR experience for users speaking languages other than the native IVR language. Instead of physically building a new IVR for each language (which would be time-intensive), the system uses machine interpretation to create a virtual copy of the IVR interface in the user's language. This simulated IVR routes requests through translation services to the actual IVR, providing the appearance of a native multilingual IVR without the infrastructure overhead.
3Reliability
If service providers connect limited English proficiency users to human customer care agents and human language interpreters, then language interpretation can be provided, but significant human resource expenditures are required
Solution Approach 1:
The patent enables the IVR system to provide its own language interpretation capability through machine interpretation services. Instead of requiring human language interpreters to assist users, the system automatically translates incoming requests and outgoing responses using machine interpretation. This self-service approach eliminates the need for human language interpreter resources while maintaining automated service capability.
Data Source
AI summary
A configuration is implemented to establish, with a processor, an interactive voice response system that is operable in a first human-spoken language. Further, the configuration receives, with the processor, a communication request through a designated communication channel for a second human-spoken language. The second human-spoken language is distinct from the first human-spoken language. Moreover, the configuration generates, with the processor, a simulated interactive voice response system that provides a service in the second human-spoken language. The simulated interactive voice response system routes a request in the second human-spoken language to a machine interpreter that translates the request into the first human-spoken language. The translated request is provided to the interactive voice response system to process the request in the first human-spoken language. Further, the processed request is translated by the machine interpreter for output by the simulated interactive voice response system as the service in the second human-spoken language.