Voice Call Conversion System for Unified Text Messaging
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Solution Overview
Problem
Retail establishments face challenges in effectively communicating with customers through various technologies, leading to confusion and inefficiency, as existing systems require significant resource commitment and fail to seamlessly integrate multiple communication channels like apps, voice calls, kiosks, and texting services.
Innovation Solution
An intelligent application server acts as an interface that converts cellular network communications to IP network communications, enabling intelligent text messaging by using vectorizers to classify intents and generate responses, and includes a voice call conversion system to facilitate interactions through text messaging, allowing customers to opt for texting sessions from voice calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If retail establishments build out multiple communication services (apps, voice calls, kiosks, texting), then customer communication coverage is improved, but device complexity and resource commitment increase significantly
Solution Approach 1:
The patent combines multiple communication channels (voice calls, text messages, app notifications) into a unified communication system. The server receives requests from any channel, converts them to a standardized format, and routes them appropriately, eliminating the need for separate systems for each communication method.
Solution Approach 2:
The communication server is designed as a universal platform that handles multiple types of customer interactions through a single interface. It can process voice calls, text messages, and app notifications using the same underlying infrastructure and intent classification mechanism.
2Adaptability or versatility
If retail establishments implement multiple communication technologies, then customer service capabilities are improved, but ease of operation deteriorates due to confusion
Solution Approach 1:
The communication server acts as an intermediary between customers and the retail establishment's systems. It receives all customer communications through a single interface, classifies their intent, and routes them to the appropriate destination, simplifying the customer experience while maintaining multiple service capabilities.
Solution Approach 2:
The system segments different communication channels and routes them through specialized handlers while maintaining a unified entry point. Each communication type (voice, text, app) is processed by appropriate modules, but the customer interacts with a single standardized interface.
3Loss of information
If separate advertising efforts are used to promote texting services, then customer awareness is improved, but loss of energy and resources increase
Solution Approach 1:
The communication system automatically promotes texting capabilities through its voice call functionality. When customers call, the system can inform them of texting options and guide them to use the more efficient text messaging channel, eliminating the need for separate advertising campaigns.
Solution Approach 2:
The system provides feedback to customers during voice calls about alternative communication methods. By informing customers of texting capabilities and guiding them to use text messaging, the system naturally promotes this channel without requiring additional marketing resources.
Data Source
AI summary
A voice call conversion system includes an interactive voice response app offering the voice caller an option to engage in a texting session with an intelligent interface on an application server. A telephony server connected to the telephone network receives voice calls and communicates with the application server to initiate an interactive voice response session. The texting session can take place even if the call was placed to a landline phone number. A gateway converts text messages on a cellular network to requests on an IP network and in the opposite direction converts IP network communications to text messages on the cellular network.