Telephone Agent System Feedback Acquisition via Data Channel
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Solution Overview
Problem
Existing telephone agent systems require numerous user input operations and are inefficient in acquiring satisfaction survey results, often failing due to format input errors in text messages, and require users to listen to voice prompts for key presses, making the process time-consuming.
Innovation Solution
Establishing a data channel between the user terminal and the telephone agent system to provide an information acquisition page, allowing users to perform simple operations on the page to submit feedback, thereby reducing the need for extensive input and minimizing errors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If text message format is used for satisfaction survey, then feedback can be acquired, but numerous user input operations are required and format input errors cause failure
Solution Approach 1:
The patent replaces the mechanical text input system with an automated voice recognition system. The voice recognition device captures user speech and automatically converts it to satisfaction survey responses, eliminating the need for manual text input operations while maintaining reliable feedback acquisition.
Solution Approach 2:
The system enables self-service by allowing users to directly express their satisfaction through natural speech without requiring formatted text input. The voice recognition system automatically processes and submits the feedback, making the survey completion process as simple as speaking.
2Reliability
If voice prompt with key press instructions is used, then feedback can be acquired, but users must listen to the whole prompt making the process time consuming
Solution Approach 1:
The patent replaces the sequential voice prompt and key press system with parallel voice recognition processing. Multiple satisfaction options are presented simultaneously as speech options, and the system recognizes and processes the user's choice in real-time without requiring the user to listen through entire prompts.
Solution Approach 2:
The system performs preliminary action by pre-processing and presenting all satisfaction survey options in advance as recognizable speech patterns. This allows users to immediately select their preference without waiting for sequential prompts, significantly reducing completion time while maintaining reliable feedback acquisition.
Data Source
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AI summary
An information acquisition method, device and system, pertaining to the field of calling and answering are provided. The method comprises: establishing (201) a data channel with a telephone agent system when conducting a voice call with the telephone agent system; acquiring (202) an information acquisition page through the data channel; displaying (203) the information acquisition page; and sending (204) feedback information to the telephone agent system through the data channel when receiving the feedback information on the information acquisition page. The present invention is implemented by acquiring an information acquisition page through a data channel and making a satisfaction survey by means of the information acquisition page; thus achieving the effect that the telephone agent system may acquire feedback information as long as a user performs a simple operation on an information acquisition page.