Unified IVR Host Application for Multi-Provider Service Access
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Solution Overview
Problem
Existing IVR systems require users to dial multiple toll-free numbers for different services, leading to frequent disconnections and lack of data sharing between vendors, resulting in inefficient customer interactions and limited functionality.
Innovation Solution
A Web 2.0 enabled IVR system that uses a central host application to provide a single interface for multiple IVR content providers, allowing users to access various services through a single number, with data sharing and authentication handled by the host, enabling seamless transitions and enhanced functionality.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If users dial multiple toll-free numbers for different services, then each service can be accessed independently, but user convenience deteriorates and interaction efficiency decreases
Solution Approach 1:
The patent merges multiple IVR systems from different content providers into a single unified IVR platform. The host IVR system integrates and manages multiple content providers, allowing users to access all services through one single toll-free number instead of dialing multiple separate numbers for different services.
Solution Approach 2:
The host IVR system serves as a universal interface that performs multiple functions: it authenticates users, manages subscriptions to different content providers, routes calls to appropriate services, and handles data sharing across providers. This single system replaces the need for multiple separate IVR systems.
2Reliability
If users disconnect calls between service transactions, then each transaction can be completed independently, but time loss increases and productivity decreases
Solution Approach 1:
The patent enables continuous interaction across multiple services without requiring call disconnections. Users can initiate multiple transactions with different content providers within a single continuous call session. The host IVR system maintains the call connection throughout, allowing seamless transitions between services without time loss from disconnecting and reconnecting.
3Loss of information
If no data sharing exists between vendors, then each vendor maintains independent data control, but information loss occurs and adaptability deteriorates
Solution Approach 1:
The host IVR system acts as an intermediary between multiple content providers and the user. It collects user data during interactions with different providers, stores it in a centralized profile, and shares relevant information with other providers as needed. This mediator approach enables data sharing without requiring direct integrations between each pair of providers, managing complexity centrally.
4Adaptability or versatility
If multiple separate IVR systems are used, then each provider can offer specialized functionality, but system complexity increases and ease of operation deteriorates
Solution Approach 1:
The patent segments the IVR system into modular components: the host IVR system that handles common functions (authentication, routing, data management) and separate content provider systems that offer specialized services. Each content provider maintains its specialized functionality while integrating with the host system through standardized interfaces, allowing modular expansion without increasing overall system complexity.
Data Source
AI summary
A method includes storing a profile associated with a user of a telephone and, based upon the profile, presenting the user with an option to search, browse, subscribe to, or bookmark content provided by a plurality of IVR content providers.