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WO2012107112A1 - Système de réponse vocale interactif - Google Patents

Système de réponse vocale interactif Download PDF

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Publication number
WO2012107112A1
WO2012107112A1 PCT/EP2011/060950 EP2011060950W WO2012107112A1 WO 2012107112 A1 WO2012107112 A1 WO 2012107112A1 EP 2011060950 W EP2011060950 W EP 2011060950W WO 2012107112 A1 WO2012107112 A1 WO 2012107112A1
Authority
WO
WIPO (PCT)
Prior art keywords
call flow
call
ivr
pattern
optimized
Prior art date
Application number
PCT/EP2011/060950
Other languages
English (en)
Inventor
Munish Agarwal
Vikram AGARWAL
Akshay MEHRA
Original Assignee
Telefonaktiebolaget L M Ericsson (Publ)
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Telefonaktiebolaget L M Ericsson (Publ) filed Critical Telefonaktiebolaget L M Ericsson (Publ)
Publication of WO2012107112A1 publication Critical patent/WO2012107112A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile

Definitions

  • Implementations described herein relate generally to Interactive Voice Response (IVR) systems and particularly to an auto-configuring interactive voice response system that configures an optimized call path for an incoming call.
  • IVR Interactive Voice Response
  • IVR systems deployed in typical mobile communication networks are sized to handle large call volumes. IVR systems are used by network operator's to reduce the need for an expensive human workforce for simple day-to-day customer interactions. Nevertheless, while an IVR system is less expensive than a human based response network, the costs of an IVR system can be significant.
  • One of the major components contributing to the cost of an IVR system is the platform cost which is typically licensed by number of voice channels or ports. Often the number of calls to a service provider's IVR system exceeds the number of available ports or channels.
  • a typical incoming call to the IVR system would be guided via a default call flow where at one or more stages in the call flow, the caller is invoked to make a selection from a voice menu by either speaking or pressing a button on some the calling device.
  • the subscriber calling the IVR system requires a particular IVR menu option but has to pass through a certain call flow path to reach the desired IVR menu option.
  • FIG. 2 illustrates an exemplary IVR menu in a call flow according to an embodiment
  • FIG. 3 illustrates call flow between user, IVR system, and call flow management system according to an exemplary implementation
  • FIG. 5 illustrates an exemplary comparison of usage patterns during training phase according to an embodiment
  • FIG. 6 illustrates call flows, corresponding percentage access, and parameter details according to an embodiment
  • FIG. 8 illustrates an exemplary graphical distribution of number of callers and parameter value (age) of callers
  • FIG. 9 illustrates an exemplary method for dynamically configuring optimized call flow in Interactive Voice Response (IVR) system.
  • Interactive Voice Response (IVR) system IVR
  • Embodiments are disclosed for dynamically configuring an optimized call flow in an Interactive Voice Response (IVR) system.
  • IVR Interactive Voice Response
  • one of the major components contributing to the cost of an IVR system is the platform cost which is typically licensed on voice channels or ports.
  • the cost for platforms and the ports can be significant. It may be desirable in such scenarios to direct the incoming call to the desired IVR menu option as soon as possible without having to go through redundant call flow path and free the voice channels or ports from an ongoing incoming call.
  • Disclosed methods and systems reduce or eliminate unwanted holding time for an incoming call by automatically configuring the IVR system to implement an optimized call flow for an incoming call.
  • the incoming call thus would be directed to an IVR menu option that the user is most likely to choose thereby reducing the holding time for the incoming call.
  • Conventional methods to minimize holding time of an incoming call mandate large storage requirements and high processing power.
  • the disclosed systems and methods herein deploy probabilistic models to determine an optimized call flow thereby reducing such storage and processing requirements.
  • the basic principle of the disclosed systems and methods is "Making the most used modules accessible in the least amount of time" .
  • the requirement for number of ports in an IVR system depends directly on the 'mean call time' which is essentially the time for which a customer engages with the IVR system. The number of ports required can be reduced if the IVR call flow is designed in such a way that the mean call time is minimized.
  • the method for dynamically configuring an optimized call flow in an Interactive Voice Response (IVR) system includes collecting usage data associated with a plurality of mobile users subscribed to the network operator and analyzing the usage data to identify a call flow pattern associated with each of the plurality of mobile users. The method further includes grouping the plurality of mobile users into a plurality of groups based at least in part on the call flow pattern and the usage data. Further, the method includes determining a plurality of optimized call flows corresponding to each of the groups and associating an optimized call flow with each of the plurality of groups.
  • the IVR system described herein can be configured for incoming calls from a mobile user subscribed to a network operator in a mobile communications system.
  • a concept relevant to the disclosed systems and methods is the fact that IVR usage pattern of a subscriber or a mobile user depends on several parameters (network, system, and external). Hence, the disclosed systems determine a relationship between the usage pattern and one or more such parameters and predict how a given subscriber or mobile user would use an IVR system over a period of time and/or a number of occasions.
  • the usage of the IVR system corresponds to the series of choice of IVR menu options made by the mobile user.
  • the object of this is to predict an optimized call flow for each of the subscribers and associating the optimized call flow with an incoming call from the subscribers.
  • the exemplary methods involve training a call flow management node while associating a call flow with an incoming call to the IVR system from the subscriber. Over a period, the call flow management node attains higher accuracies and an optimized call flow is associated with each of the subscribers to the network operator.
  • tolerance In the context of call flow usage patterns, tolerance corresponds to acceptable value of Pattern Variance between two call flow usage patterns to be considered as similar
  • Fig. 1 illustrates an exemplary call flow management node 102 for dynamically configuring call flows in an IVR system 103.
  • the IVR system 103 can be configured to receive incoming calls from a plurality of mobile users subscribed to a network operator.
  • the IVR system 103 can correspond to all modern day IVR systems, modules, subsystems either stand alone or integrated with other telecommunication modules deployed by service providers (network operators) to facilitate query resolutions, and other call based service options in mobile communications network.
  • the call flow management node 102 is shown as a module or block separate from the IVR system 103, it may be appreciated that in various other embodiments, the call flow management node 102 can reside in the IVR system 103 without departing from the scope of this description.
  • the statistics collection module 104 obtains the usage data and forwards it to the pattern recognition module 106.
  • the pattern recognition module 106 first calculates a usage pattern for the call which includes the call flow details such as the IVR menu along with the time taken in each IVR module.
  • Fig. 4 illustrates example call flows 400 for Call 1, Call 2, and Call 3.
  • call flow 402 for Call 1 has the usage pattern as shown below in Table 1 :
  • Fig. 7 illustrates a graph 700 between number of callers or mobile users (represented by Y-axis 702) and the parameter 'account balance' (represented by X-axis 704).
  • callers or mobile users with account balance in the range of 12000 to 24000 use Pattern 1 marked as 706 in the graph.
  • callers or mobile users with account balance lying in the range of 30000 to 37000 use Pattern 2 marked as 708 in figure 7.
  • Table 6 below shows the optimized call flows suitable for the corresponding usage pattern in an embodiment.
  • the optimized call flow is applied to the incoming call.
  • the call flow management node 102 sends the optimized call flow to the IVR system 103 which then applies the optimized call flow to the incoming call.
  • the example computer-readable medium can be, but is not limited to, (Random Access Memory) RAM, (Read Only Memory) ROM, (Compact Disk) CD or any magnetic or optical storage disk capable of carrying application program executable by a machine of suitable architecture. It is to be appreciated that computer readable media also includes any form of wired or wireless transmission. Further, in another implementation, the method disclosed herein can be incorporated on a hardware medium using ASIC or FPGA technologies.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé de configuration dynamique de flux d'appels optimisés dans un système de réponse vocale interactive (IVR). Le système IVR étant configuré pour des appels entrant provenant d'un utilisateur mobile abonné à un opérateur de réseau dans un système de communications mobile. Dans un mode de réalisation, le procédé consiste à recueillir des données d'utilisation associées à une pluralité d'utilisateurs mobiles abonnés à l'opérateur de réseau et à analyser ces données pour identifier un motif de flux d'appels associé à chaque utilisateur de la pluralité d'utilisateurs mobiles; à regrouper la pluralité d'utilisateurs mobiles en une pluralité de groupes basés au moins partiellement sur le motif de flux d'appels et les données d'utilisation; et à déterminer une pluralité de flux d'appels optimisés correspondant à chacun des groupes et à associer un flux d'appels optimisés à chaque groupe de la pluralité de groupes.
PCT/EP2011/060950 2011-02-08 2011-06-29 Système de réponse vocale interactif WO2012107112A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
IN314/DEL/2011 2011-02-08
IN314DE2011 2011-02-08

Publications (1)

Publication Number Publication Date
WO2012107112A1 true WO2012107112A1 (fr) 2012-08-16

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/EP2011/060950 WO2012107112A1 (fr) 2011-02-08 2011-06-29 Système de réponse vocale interactif

Country Status (1)

Country Link
WO (1) WO2012107112A1 (fr)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103781121A (zh) * 2012-10-25 2014-05-07 鸿富锦精密工业（深圳）有限公司 带宽使用率管理系统及方法
US9894210B2 (en) 2015-09-21 2018-02-13 Wal-Mart Stores, Inc. Adjustable dual-tone multi-frequency phone system

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20040122941A1 (en) * 2002-12-20 2004-06-24 International Business Machines Corporation Customized interactive voice response menus
GB2424790A (en) * 2005-03-29 2006-10-04 Hewlett Packard Development Co Communication assistance system responsive to user identification data
US20100158210A1 (en) * 2008-12-18 2010-06-24 At&T Intellectual Property I, L.P. Personalized interactive voice response system

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20040122941A1 (en) * 2002-12-20 2004-06-24 International Business Machines Corporation Customized interactive voice response menus
GB2424790A (en) * 2005-03-29 2006-10-04 Hewlett Packard Development Co Communication assistance system responsive to user identification data
US20100158210A1 (en) * 2008-12-18 2010-06-24 At&T Intellectual Property I, L.P. Personalized interactive voice response system

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103781121A (zh) * 2012-10-25 2014-05-07 鸿富锦精密工业（深圳）有限公司 带宽使用率管理系统及方法
US9894210B2 (en) 2015-09-21 2018-02-13 Wal-Mart Stores, Inc. Adjustable dual-tone multi-frequency phone system

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