Webhook Workflow Routing for Voice Call Issue Resolution
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Solution Overview
Problem
Existing systems fail to identify and resolve issues associated with products or services based on voice calls from users, leading to inefficiencies and potential regulatory non-compliance.
Innovation Solution
A system and method that uses an issue manager to analyze voice calls, generate voice spectrograms, extract signal attributes and content, identify issues, and route webhook payloads to resolution entities for prompt issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If voice calls are monitored and analyzed to identify issues, then issue identification capability is improved, but system complexity increases
Solution Approach 1:
The patent introduces an issue manager as an intermediary component that sits between the voice call monitoring system and the resolution entities. This issue manager consolidates the complex tasks of spectrogram generation, signal attribute extraction, content analysis, and webhook routing into a single dedicated component, thereby improving issue identification capability while containing system complexity within a manageable centralized module
Solution Approach 2:
The patent replaces manual issue identification and resolution processes with automated signal processing and machine learning-based analysis. By using voice spectrograms, signal attribute extraction, and content analysis algorithms, the system automatically identifies issues from voice calls without requiring human intervention in the analysis phase, thus improving measurement precision while the automation handles the complexity
2Reliability
If webhook payloads are routed to multiple resolution entities, then issue resolution effectiveness is improved, but network communication complexity increases
Solution Approach 1:
The issue manager serves multiple functions: it monitors voice calls, generates spectrograms, extracts signal attributes, analyzes content, identifies issues, determines resolution entities, and routes webhook payloads. This multi-functional design improves issue resolution effectiveness by ensuring all necessary tasks are handled by a single reliable component, while the standardized webhook mechanism provides a universal interface for communication with multiple resolution entities without increasing overall system complexity
3Measurement precision
If voice spectrograms and signal attributes are extracted and analyzed, then issue detection accuracy is improved, but processing time increases
Solution Approach 1:
The system performs preliminary actions by continuously monitoring voice calls and pre-processing the audio data into spectrograms and extracting signal attributes in advance. This preparation work is done as part of the normal call handling process, so when an issue needs to be identified, the analysis can be performed quickly on already-prepared data, improving detection accuracy without significant additional processing time
Solution Approach 2:
The system extracts multiple signal attributes and performs comprehensive content analysis, which may be more processing than strictly necessary for simple issues. However, this excessive analysis ensures high detection accuracy for all types of issues, and the system can selectively apply the full analysis only when needed based on the call context, balancing processing time with accuracy
Data Source
AI summary
In response to detecting that a voice call has been placed by a first user to an interaction entity, a voice spectrogram is generated of a voice interaction between the first user and a second user associated with the interaction entity and a plurality of signal attributes are extracted from the voice spectrogram. Additionally, a content of the voice interaction is extracted from the voice call. Based on the signal attributes and the content of the voice call, an issue is determined. A resolution entity that is configured to resolve the issue is identified and a webhook payload including an indication of the identified issue is transmitted to the resolution entity for resolution of the issue.