VoiceXML Run-Time Control via Instrumented Design-for-Control
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Solution Overview
Problem
Existing voice applications using VoiceXML require lengthy and error-prone development cycles for run-time control, necessitating full recoding, testing, and re-deployment for adapting to operational contingencies or business changes, often resulting in service downtime and reliance on technical personnel.
Innovation Solution
Implementing a design-for-control methodology with control points and a control agent to dynamically alter voice application behavior through web-based controls, allowing real-time modifications without editing VoiceXML code, using an extensible XML schema to manage and administer control points via a user-friendly interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If full development cycle (recoding, testing, re-deployment) is used to adapt voice application to operational contingencies, then application functionality can be modified, but time consumption and labor intensity increase significantly
Solution Approach 1:
The voice application is segmented into static components (VoiceXML code) and dynamic components (control parameters). The control parameters are separated as independent configuration elements that can be modified without touching the core application code, enabling rapid adaptation through parameter changes rather than full re-deployment cycles
Solution Approach 2:
The system introduces dynamic control parameters that can be modified at runtime without changing the application structure. The control agent enables dynamic adjustment of application behavior through parameter changes, transforming the system from static to dynamic configuration capability
2Adaptability or versatility
If full development cycle is used for application updates, then changes can be implemented, but service downtime is required and technical personnel expertise is needed
Solution Approach 1:
The control points are pre-configured during application development with defined parameter structures and validation rules. This preliminary setup enables runtime modifications to be performed without requiring technical personnel or causing service disruption, as the framework is already in place to handle dynamic changes
Solution Approach 2:
The control agent provides self-service capability allowing operational personnel to modify application parameters independently through a user-friendly interface. The system automatically handles parameter validation, application reconfiguration, and deployment, eliminating the need for technical personnel intervention and service downtime
3Adaptability or versatility
If technical personnel perform application changes, then modifications can be made, but error rates increase due to lack of accountability for caller experience
Solution Approach 1:
The control agent incorporates feedback mechanisms that validate parameter changes against predefined rules and monitor application behavior. This feedback loop ensures that modifications maintain caller experience quality standards, reducing errors by automatically verifying changes before implementation
Data Source
AI summary
A method and system for implementing run-time control over voice application behavior. The method includes identifying a plurality of control point locations within a given voice application and a plurality of corresponding required responses to the control points. A design-for-control methodology is used to instrument the control points of voice application. A control agent is configured with web-based controls to manage the control points. The control points are used to alter the voice application's behavior during run-time.