Table-Driven IVR Router Framework Decoupling Menu Logic
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Solution Overview
Problem
Managing interactive voice response (IVR) systems is a time-consuming process, requiring full-scale re-development of router applications for changes such as adding language options or FAQ flows, as existing systems need re-programming of menu logic and response coding.
Innovation Solution
A modular framework with a single table-driven approach allows for streamlined management of multiple IVR router applications, where menu and response changes can be implemented by modifying database files and tables, decoupling menu options from underlying data, enabling centralized authentication and flexible audio file management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional IVR router applications are used, then the system can provide interactive voice responses, but any changes require full-scale re-development of the router application
Solution Approach 1:
The patent segments the IVR router application into modular components organized in a hierarchical tree structure, where the router is divided into separate nodes representing different menu options, sub-menus, and actions. This allows individual segments to be modified independently without redeveloping the entire router application, resolving the contradiction between adaptability and complexity.
Solution Approach 2:
The patent extracts the configuration data from the compiled router application and stores it separately in a data file (XML format). This separation allows the router logic to remain stable while the configurable elements (menus, actions, parameters) can be modified by simply editing the external data file, enabling changes without full re-development.
2Ease of operation
If menu options and responses are hard-coded in the router application, then the system logic is stable, but changes require re-programming
Solution Approach 1:
The patent performs preliminary action by pre-structuring the router application with placeholder parameters and variables that are defined in the external data file. During compilation, these parameters are automatically populated from the data file, so that menu options and responses can be updated by simply modifying the data file before compilation, eliminating the need for re-programming and reducing update time.
Solution Approach 2:
The patent introduces an intermediary layer (the external XML data file) between the router application logic and the actual menu/response content. This intermediary allows easy modification of content through data file editing, which is then automatically integrated during compilation, making updates straightforward without requiring programming knowledge.
3Adaptability or versatility
If the router application is customized for each application scenario, then it meets specific needs, but deployment of new applications requires full re-development
Solution Approach 1:
The patent creates a universal router application template with standardized node types, parameters, and actions that can serve multiple application scenarios. By using a consistent hierarchical structure and configurable parameters across different applications, the same router framework can be customized for various scenarios simply by changing the data file content, enabling rapid deployment without full re-development.
Solution Approach 2:
The patent enables customization through parameter changes in the external XML data file rather than code modifications. Each router node contains configurable parameters (menu text, actions, variables, conditions) that can be adjusted to adapt the router to different application scenarios. This parameter-based customization allows rapid deployment of new applications by simply modifying data values.
Data Source
AI summary
An embodiment provides a modular framework for managing multiple router applications in an interactive voice response (IVR) system. In an embodiment, a single table-driven framework approach is taken in which multiple IVR router applications, including menu/response type call routing applications and/or frequently asked question (FAQ)/response applications, may be managed in a more streamlined fashion. In an embodiment, a menu is presented to the caller. The menu is part of the router application which references information stored in a database, e.g., voice files and grammars, defined in a format, e.g., in table format. An embodiment analyzes the caller's responses against the menu's information to determine the appropriate actions to take and the appropriate data to retrieve. An embodiment also provides a centralized authentication process that may be used for all self-service router applications that require or somehow make use of authentication.