Voice Messaging Channel Switch for IVR Data Collection
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing IVR systems face difficulties in accurately collecting user data, especially from users with heavy accents or over noisy voice channels, and struggle with complex utterances, often requiring live agent intervention.
Innovation Solution
An information handling system that interacts with users over a voice channel and establishes an end-to-end digital messaging channel to collect user data, using a voice gateway to convert speech to text and, if necessary, switch to a messaging channel for accurate data collection, ensuring seamless interaction and data retrieval.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If IVR systems use voice channel only for data collection, then the system simplicity is maintained, but the data collection accuracy deteriorates for users with heavy accents or over noisy channels
Solution Approach 1:
The patent introduces a messaging channel as an intermediary communication path between the IVR system and user device. When voice channel accuracy is insufficient (detected via confidence scores), the system automatically switches to or supplements with messaging channel communication, which provides higher accuracy for data collection while maintaining overall system simplicity through automated channel selection.
2Measurement precision
If IVR systems require live agent intervention for complex utterances, then the data collection accuracy improves, but the productivity and efficiency deteriorate
Solution Approach 1:
The patent implements self-service by enabling the IVR system to automatically detect when voice channel confidence scores fall below thresholds indicating potential accuracy issues, and autonomously switch to or supplement with messaging channel communication. This eliminates the need for live agent intervention while maintaining high data collection accuracy, thereby preserving productivity.
Solution Approach 2:
The system continuously monitors confidence scores from speech-to-text conversion and uses this feedback to dynamically determine whether to switch communication channels. When confidence scores indicate potential accuracy problems, the system automatically activates the messaging channel as a backup or supplement, ensuring accurate data collection without requiring human intervention.
3Measurement precision
If IVR systems switch to messaging channel for accurate data collection, then the data collection accuracy improves, but the ease of operation deteriorates due to multi-channel interaction
Solution Approach 1:
The patent implements dynamic channel switching where the communication mode adapts in real-time based on detected voice channel quality and confidence scores. The system can seamlessly transition between voice-only, messaging-only, or combined modes, providing accuracy when needed while maintaining simplicity when voice channel conditions are good, thus balancing accuracy with ease of operation.
Data Source
AI summary
An approach is provided in which an information handling system sends a first request to a user over a voice channel through a first communication network. The request is in an audio format and requests a user data set from the user. The information handling system establishes a messaging channel with a user device utilized by the user through a second communication network. The messaging channel is an end-to-end digital data channel between the information handing system and the user device. The information handling system receives a set of user data corresponding to the first request from the user device over the messaging channel, and sends the set of user data to a conversation system.