Virtual Voice Response Agent Personalization via Speech Traits
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Solution Overview
Problem
Interactive voice response (IVR) systems face challenges in providing personalized and efficient customer interactions, as they often rely on generic responses that may not align with individual user preferences or speech traits, leading to suboptimal user experiences.
Innovation Solution
The development of a virtual intelligent voice response (VIVR) system that creates a user profile based on speech traits and generates synthesized speech using individually configured VIVR agents, allowing for personalized interactions tailored to each user's characteristics.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If generic IVR responses are used, then system complexity is reduced and cost is lowered, but user experience and personalization deteriorate
Solution Approach 1:
The system performs preliminary actions by capturing user speech traits during initial interactions and creating personalized VIVR agent configurations before actual service needs arise. User profiles with speech characteristics are built in advance, enabling immediate personalization without real-time processing delays.
Solution Approach 2:
The system creates virtual copies of user speech patterns and characteristics through VIVR agents. These digital twins replicate individual speech traits, allowing the system to generate personalized responses that mimic the user's own speech characteristics without requiring complex real-time analysis.
2Ease of operation
If personalized VIVR agents are created for each user, then user experience and interaction quality improve, but system complexity and processing requirements increase
Solution Approach 1:
The system implements self-service by automatically capturing user speech traits and generating personalized VIVR agent configurations without requiring manual intervention. The system serves itself by autonomously building user profiles and configuring personalized agents based on observed interactions.
Solution Approach 2:
The system uses feedback from user interactions to continuously refine and update VIVR agent configurations. Speech traits captured during calls feed back into the system, allowing dynamic adjustment of personalization parameters and improvement of interaction quality over time.
3Measurement precision
If speech trait analysis is performed in real-time, then personalization accuracy improves, but processing time and computational resources increase
Solution Approach 1:
The system performs speech trait analysis in advance during initial user interactions and stores the extracted characteristics in user profiles. This preliminary processing eliminates the need for real-time analysis during service calls, maintaining high measurement precision while avoiding time delays.
Data Source
AI summary
A call can be received from a user. At least one input can be received from the user. Responsive to receiving the input(s) from the user, a user profile for the user can be identified or created. The user profile can indicate one or more speech traits of the user. A virtual intelligent voice response (VIVR) agent individually configured for the user can be identified or created. The VIVR agent can be configured to include, or identify, one or more VIVR agent features corresponding to the speech trait(s) of the user. The user can be interacted with on the call by generating synthesized speech using parameters specified by the VIVR agent feature(s) included in, or identified by, the VIVR agent individually configured for the user.