Unified Voice Interface for Multi-Domain Account Data Retrieval
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Solution Overview
Problem
Conventional interactive voice response systems are domain-specific and require users to access information through specific enterprise systems, limiting their ability to retrieve account information from multiple domains without dialing into an IVR server or visiting a website, and they do not efficiently handle natural language requests.
Innovation Solution
A system and method that uses a portable device to convert natural language requests into text, determine the relevant domain, and authenticate to retrieve account data from multiple domain-specific systems, allowing users to access and process information without manual dialing or website visits, utilizing a server to store user account data and communicate with domain-specific systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional interactive voice response systems are used to access account information, then users can retrieve pre-defined categories of information from a single domain, but users must dial into specific IVR servers or visit websites for each domain, increasing operational complexity and time consumption
Solution Approach 1:
The patent combines multiple domain-specific information retrieval operations into a single unified system. The server aggregates account information from multiple domains (credit card, bank, phone, etc.) and presents them through a single interface, eliminating the need to dial into separate IVR servers or visit multiple websites.
Solution Approach 2:
The unified information retrieval system performs multiple functions by serving as a single point of access for various types of account information across different domains. It handles credit card balances, bank account information, phone account details, and other financial data through one universal interface.
2Adaptability or versatility
If domain-specific interactive voice response systems are used, then users can access pre-defined information categories, but the systems cannot efficiently handle natural language requests or determine relevant domains automatically
Solution Approach 1:
The patent introduces an intermediary component (the unified server with natural language processing capabilities) that mediates between the user's natural language request and the domain-specific information systems. This intermediary automatically determines the relevant domain, retrieves appropriate authentication information, and coordinates the information retrieval process.
Solution Approach 2:
The system performs self-service by automatically analyzing natural language requests, determining which domains are relevant, selecting appropriate authentication methods, and retrieving information without requiring users to manually navigate through multiple systems or understand domain-specific protocols.
3Loss of information
If users access account information through multiple domain-specific systems, then comprehensive account data can be retrieved, but the process requires manual interaction with each system, increasing operational steps
Solution Approach 1:
The patent merges multiple information retrieval operations into a single unified process. The server simultaneously or sequentially retrieves account information from multiple domains (credit card, bank, phone accounts) and consolidates them into one comprehensive response, eliminating the need for separate manual interactions with each system.
Data Source
AI summary
A computer readable storage medium embodies instructions that, when executed by a processor, cause the processor to perform a method including receiving a natural language request corresponding to an audio input associated with a user. The computer-readable storage medium further embodies instructions that, when executed, cause the processor to retrieve account information associated with the user from a domain-specific data source through a network based on the natural language request using an application configurable retrieve account data from selected ones of a plurality of domain-specific data sources, process the account information based on the natural language request to produce output information, and provide the output information to an output interface.