SMS to VXML Parsing for Non-Textual Customer Service Responses

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Solution Overview

Problem

Short messaging service (SMS) is limited to text-only or data-only communication, lacking the ability to integrate multiple media channels, which restricts its application in providing non-textual responses for customer service requests.

Innovation Solution

A method that parses SMS messages into Voice Extensible Markup Language (VXML) documents, creating virtual service requests to facilitate non-textual responses, such as voice messages, through a service request process.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If SMS is used for customer service communication, then message delivery capability is improved, but media channel integration capability deteriorates

Engineering Contradiction:

Improvemessage delivery capabilityVSAvoidmedia channel integration capability

Core Design Contradiction:

ReliabilityVSAdaptability or versatility

Solution Approach 1:

The patent introduces VXML (Voice Extensible Markup Language) as an intermediary that bridges SMS text messages and voice response systems. The SMS message is parsed into a VXML document, which then facilitates the generation of voice responses, allowing text-based SMS to trigger non-textual media responses through the VXML mediation layer

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system enables SMS to serve multiple functions beyond simple text delivery. By parsing SMS messages into VXML documents and generating various types of responses (voice messages, automated responses, data downloads), the SMS channel gains multi-functionality and can handle diverse customer service scenarios that previously required separate media channels

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Device complexity

If SMS messages are kept text-only, then protocol simplicity is improved, but response capability deteriorates

Engineering Contradiction:

Improveprotocol simplicityVSAvoidresponse capability

Core Design Contradiction:

Device complexityVSAdaptability or versatility

Solution Approach 1:

The patent segments the response generation process into distinct stages: receiving the SMS message, parsing it into a VXML document, processing the VXML to determine the appropriate response type, and then generating the non-textual response. This segmentation allows the system to maintain simple text-based SMS protocols while enabling complex non-textual response capabilities through the intermediate VXML processing stage

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS8855615B2Short messaging service for extending customer service delivery channels

Publication Date: 2014.10.07 INTERNATIONAL BUSINESS MACHINE CORPORATION

AI summary

A computer implemented method, a computer program product, and a data processing system use short messaging service for extending customer service deliver channels. A message utilizing a short messaging service protocol is received from a sender. Responsive to receiving the message utilizing the short messaging service protocol, the message is parsed into a voice extensible markup language document. A virtual service request is then created from the voice extensible markup language document. Responsive to creating the virtual service request from the voice extensible markup language document, a service is requested from a message recipient, facilitated by using the virtual service request. A non-textual response is then provided to the message sender.