U.S. patent application number 14/986783 was filed with the patent office on 2016-04-28 for dynamically changing ivr trees.
This patent application is currently assigned to AT&T Intellectual Property I, L.P.. The applicant listed for this patent is AT&T Intellectual Property I, L.P.. Invention is credited to Richard A. Anderson, Dale Malik.
Application Number | 20160119474 14/986783 |
Document ID | / |
Family ID | 38139366 |
Filed Date | 2016-04-28 |
United States Patent
Application |
20160119474 |
Kind Code |
A1 |
Malik; Dale ; et
al. |
April 28, 2016 |
Dynamically Changing IVR Trees
Abstract
Methods, systems, and products dynamically change an interactive
response system. Responses to a menu of prompts are monitored. A
presentation order of the menu of prompts is automatically updated
according to a set of rules. The set of rules describe
qualifications for membership in a tier.
Inventors: |
Malik; Dale; (Atlanta,
GA) ; Anderson; Richard A.; (Alpharetta, GA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
AT&T Intellectual Property I, L.P. |
Atlanta |
GA |
US |
|
|
Assignee: |
AT&T Intellectual Property I,
L.P.
Atlanta
GA
|
Family ID: |
38139366 |
Appl. No.: |
14/986783 |
Filed: |
January 4, 2016 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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13763628 |
Feb 9, 2013 |
9258416 |
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14986783 |
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12829453 |
Jul 2, 2010 |
8396195 |
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13763628 |
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11300186 |
Dec 14, 2005 |
7773731 |
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12829453 |
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Current U.S.
Class: |
379/88.22 |
Current CPC
Class: |
H04M 2203/355 20130101;
H04M 2203/254 20130101; H04M 3/493 20130101 |
International
Class: |
H04M 3/493 20060101
H04M003/493 |
Claims
1. A method, comprising: monitoring, by a server, cumulative
responses input by different users to a prompt associated with an
interactive response system, the prompt associated with a tier in a
menu of prompts; retrieving, by the server, a threshold value
associated with a different tier in the menu of prompts;
determining, by the server, the cumulative responses input by the
different users satisfy the threshold value associated with the
different tier; and moving, by the server, the prompt from the tier
to the different tier in response to the cumulative responses
satisfying the threshold value associated with the different
tier.
2. The method of claim 1, further comprising promoting the prompt
from the tier to the different tier.
3. The method of claim 1, further comprising demoting the prompt
from the tier to the different tier.
4. The method of claim 1, further comprising retrieving a promotion
rule describing qualifications for promoting the prompt to a higher
tier within the menu of prompts.
5. The method of claim 4, further comprising promoting the prompt
to the higher tier in response to satisfaction of the promotion
rule.
6. The method of claim 1, further comprising retrieving a demotion
rule describing qualifications for demoting the prompt to a lower
tier within the menu of prompts.
7. The method of claim 6, further comprising demoting the prompt to
the lower tier in response to satisfaction of the demotion
rule.
8. A system, comprising: a processor; and a memory storing code
that when executed causes the processor to perform operations, the
operations comprising: monitoring cumulative responses input by
different users to a prompt associated with an interactive response
system, the prompt associated with a tier in a menu of prompts;
retrieving a threshold value associated with a different tier in
the menu of prompts; determining the cumulative responses input by
the different users satisfy the threshold value associated with the
different tier; and moving the prompt from the tier to the
different tier in response to the cumulative responses satisfying
the threshold value associated with the different tier.
9. The system of claim 8, wherein the operations further comprise
promoting the prompt from the tier to the different tier.
10. The system of claim 8, wherein the operations further comprise
demoting the prompt from the tier to the different tier.
11. The system of claim 8, wherein the operations further comprise
retrieving a promotion rule describing qualifications for promoting
the prompt to a higher tier within the menu of prompts.
12. The system of claim 11, wherein the operations further comprise
promoting the prompt to the higher tier in response to satisfaction
of the promotion rule.
13. The system of claim 8, wherein the operations further comprise
retrieving a demotion rule describing qualifications for demoting
the prompt to a lower tier within the menu of prompts.
14. The system of claim 13, wherein the operations further comprise
demoting the prompt to the lower tier in response to satisfaction
of the demotion rule.
15. A memory device storing code that when executed causes a
processor to perform operations, the operations comprising:
monitoring cumulative responses input by different users to a
prompt associated with an interactive response system, the prompt
associated with a tier in a menu of prompts; retrieving a threshold
value associated with a different tier in the menu of prompts;
determining the cumulative responses input by the different users
satisfy the threshold value associated with the different tier; and
moving the prompt from the tier to the different tier in response
to the cumulative responses satisfying the threshold value
associated with the different tier.
16. The memory device of claim 15, wherein the operations further
comprise promoting the prompt from the tier to the different
tier.
17. The memory device of claim 15, wherein the operations further
comprise demoting the prompt from the tier to the different
tier.
18. The memory device of claim 15, wherein the operations further
comprise retrieving a promotion rule describing qualifications for
promoting the prompt to a higher tier within the menu of
prompts.
19. The memory device of claim 18, wherein the operations further
comprise promoting the prompt to the higher tier in response to
satisfaction of the promotion rule.
20. The memory device of claim 15, wherein the operations further
comprise retrieving a demotion rule describing qualifications for
demoting the prompt to a lower tier within the menu of prompts.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation application of U.S.
application Ser. No. 13/763,628 filed Feb. 9, 2013 and since issued
as U.S. Pat. No. ______, which is a continuation application of
U.S. application Ser. No. 12/829,453 filed Jul. 2, 2010 and since
issued as U.S. Pat. No. 8,396,195, which is a continuation
application of U.S. application Ser. No. 11/300,186, filed Dec. 14,
2005 and since issued as U.S. Pat. No. 7,773,731, with all
applications incorporated herein by reference in their
entireties.
BACKGROUND
[0002] This application generally relates to communications and,
more particularly, to messaging and to message synthesis.
[0003] Prompting systems are very popular in today's communications
environment. These prompting systems, such as an Interactive Voice
Response (IVR) system, quickly direct a user to a particular
department, extension, or information. These prompting systems,
additionally, are an efficient and less expensive method of
resolving customer inquiries. Although a minority of users lament
the loss of human operators, most users are satisfied with the
faster customer service offered by today's prompting systems.
[0004] While prompting systems are great for both businesses and
users, prompting systems often become stale. That is, the menu of
prompts becomes outdated or even wrong. Because business budgets
are often tight, only rarely will the menu of prompts be analyzed
and compared to current needs. The budget must also fund one or
more software programmers to reconfigure the menu of prompts to
reflect the update. (The user then often hears the standard message
"Please pay careful attention--our menu items have changed.")
Because most businesses, however, only rarely budget money to
review and to modify the menu of prompts, the menu of prompts is
often outdated. Menus may be so outdated that they sometimes result
in a frustrating "dead end." What is needed, then, is a prompting
system that automatically updates itself, reducing the need for
human analysis and reconfiguration.
SUMMARY
[0005] The aforementioned problems, and other problems, are
reduced, according to the exemplary embodiments, using methods,
systems, and products that dynamically change a menu of prompts in
a prompting system. The prompting system may be voice-based, such
as an Interactive Voice Response (IVR) system. The prompting
system, however, could also prompt a user with electronic messages.
However the prompts are made, exemplary embodiments dynamically
change the prompts whenever needed, with little or no human
interaction. That is, exemplary embodiments describe a
"self-learning" menu of prompts. The exemplary embodiments
automatically reconfigure the menu of prompts according to a set of
rules. This set of rules defines how the menu of prompts may be
autonomously and dynamically changed. The set of rules,
additionally, may also establish boundaries that limit or confine
those dynamic changes. The prompting system then uses this set of
rules when reconfiguring the menu of prompts.
[0006] The exemplary embodiments describe a method for dynamically
changing an Interactive Voice Response (IVR) system. Responses to a
menu of prompts are monitored. Responsive to the responses, a
presentation order of the menu of prompts is automatically updated
according to a set of rules. The set of rules describes
qualifications for dynamically changing the menu of prompts based
on the responses.
[0007] In another of the embodiments, a system is disclosed for
dynamically changing an Interactive Voice Response (IVR) system. An
Interactive Voice Response (IVR) application is stored in memory
and a processor communicates with the memory. The processor
monitors responses to a menu of prompts in the IVR system.
Responsive to the responses, the processor automatically updates a
presentation order of the menu of according to a set of rules. The
set of rules describes qualifications for dynamically changing the
menu of prompts based on the responses.
[0008] In yet another embodiment, a computer program product is
also disclosed for dynamically changing an Interactive Voice
Response (IVR) system. The computer program product comprises a
computer-readable medium storing computer code. This computer code
monitors responses to a menu of prompts in the IVR system.
Responsive to the responses, the computer code automatically
updates a presentation order of the menu of prompts according to a
set of rules. The set of rules describes qualifications for
dynamically changing the menu of prompts based on the
responses.
[0009] Other systems, methods, and/or computer program products
according to the exemplary embodiments will be or become apparent
to one with ordinary skill in the art upon review of the following
drawings and detailed description. It is intended that all such
additional systems, methods, and/or computer program products be
included within this description, be within the scope of the
claims, and be protected by the accompanying claims.
BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS
[0010] These and other features, aspects, and advantages of the
exemplary embodiments are better understood when the following
Detailed Description is read with reference to the accompanying
drawings, wherein:
[0011] FIG. 1 is a schematic illustrating an Interactive Voice
Response (IVR) system, according to exemplary embodiments;
[0012] FIGS. 2 and 3 are schematics illustrating promotion rules,
according to exemplary embodiments;
[0013] FIGS. 4 and 5 are schematics illustrating demotion rules,
according to more exemplary embodiments;
[0014] FIGS. 6 and 7 are schematics illustrating compression rules,
according to more exemplary embodiments;
[0015] FIGS. 8 and 9 are schematics illustrating intra-tier
expansion rules, according to even more exemplary embodiments;
[0016] FIGS. 10 and 11 are schematics illustrating boundary rules,
according to still more exemplary embodiments;
[0017] FIGS. 12-14 are schematics illustrating vocal tags,
according to exemplary embodiments;
[0018] FIGS. 15 and 16 are schematics illustrating a communication
to an IVR system, according to exemplary embodiments;
[0019] FIG. 17 depicts a possible operating environment for
exemplary embodiments; and
[0020] FIG. 18 is a flowchart illustrating a method for dynamically
changing an Interactive Voice Response (IVR) system.
DETAILED DESCRIPTION
[0021] The exemplary embodiments will now be described more fully
hereinafter with reference to the accompanying drawings. The
exemplary embodiments may, however, be embodied in many different
forms and should not be construed as limited to the embodiments set
forth herein. These embodiments are provided so that this
disclosure will be thorough and complete and will fully convey the
scope of the invention to those of ordinary skill in the art.
Moreover, all statements herein reciting embodiments, as well as
specific examples thereof, are intended to encompass both
structural and functional equivalents thereof. Additionally, it is
intended that such equivalents include both currently known
equivalents as well as equivalents developed in the future (i.e.,
any elements developed that perform the same function, regardless
of structure).
[0022] Thus, for example, it will be appreciated by those of
ordinary skill in the art that the diagrams, schematics,
illustrations, and the like represent conceptual views or processes
illustrating the exemplary embodiments. The functions of the
various elements shown in the figures may be provided through the
use of dedicated hardware as well as hardware capable of executing
associated software. Similarly, any switches shown in the figures
are conceptual only. Their function may be carried out through the
operation of program logic, through dedicated logic, through the
interaction of program control and dedicated logic, or even
manually, the particular technique being selectable by the entity
implementing this invention. Those of ordinary skill in the art
further understand that the exemplary hardware, software,
processes, methods, and/or operating systems described herein are
for illustrative purposes and, thus, are not intended to be limited
to any particular named manufacturer.
[0023] According to exemplary embodiments, methods, systems, and
products are disclosed that dynamically change a menu of prompts in
a prompting system. The prompting system may be voice-based, such
as an Interactive Voice Response (IVR) system. The prompting
system, however, could also prompt a user with electronic messages.
However the prompts are made, exemplary embodiments dynamically
change the prompts whenever needed, with little or no human
interaction. That is, exemplary embodiments describe a
"self-learning" menu of prompts. The exemplary embodiments
reconfigure the menu of prompts according to a set of rules. This
set of rules defines how the menu of prompts may be autonomously
and dynamically changed. The set of rules, additionally, may also
establish boundaries that limit or confine those dynamic changes.
The prompting system then uses this set of rules when reconfiguring
the menu of prompts.
[0024] FIG. 1 is a schematic illustrating an Interactive Voice
Response (IVR) system 20, according to exemplary embodiments. The
IVR system 20 comprises an Interactive Voice Response (IVR)
application 22 stored in memory 24 of a computer 26. (Although the
computer 26 is simply shown, FIG. 17 and its accompanying text
provide a more detailed explanation of the computer 26.) The IVR
system 20 may couple to a voice generation unit 28 and to a
response receiver 30. The voice generation unit 28 generates voice
messages, and the response receiver 30 receives responses to those
voice messages. The responses may be Dual-Tone Model Frequency
(DTMF) inputs, such that the response receiver 30 receives and
transmits the DTMF inputs. The responses may be vocal or audible
and analyzed and interpreted by voice recognition. The responses
may be electronic messages received by the IVR application 22. The
operating principles and componentry of a typical IVR system are
well understood by those of ordinary skill in the art and thus will
not be further explained here. If the reader desires a further
explanation, the reader is directed to the following sources, all
incorporated herein by reference: U.S. Pat. No. 6,016,336 to Hanson
(Jan. 18, 2000); U.S. Pat. No. 6,370,238 to Sansone et al. (Apr. 9,
2002); U.S. Pat. No. 6,456,619 to Sassin et al. (Sep. 24, 2002);
U.S. Pat. No. 6,487,277 to Beyda et al. (Nov. 26, 2002); U.S. Pat.
No. 6,885,733 to Pearson et al. (Apr. 26, 2005); and U.S. Pat. No.
6,922,466 to Peterson et al. (Jul. 26, 2005).
[0025] The IVR system 20 differs from a conventional IVR system at
least because it dynamically changes its menu. The IVR system 20
audibly and/or visually presents a menu 32 of prompts to users. The
menu 32 of prompts is stored in the memory 24. As the users respond
to the menu 32 of prompts, the responses are stored in a database
34. The database 34 may also store or maintain historical
statistics describing the responses. The IVR system 20 uses the IVR
application 22 to monitor and to analyze those responses to
automatically and to dynamically change the menu 32 of prompts.
According to exemplary embodiments, the menu 32 of prompts is
dynamically changed to reflect the frequency or popularity of
prompts. Those prompts that are frequently selected are promoted
within the menu hierarchy. Those prompts that are less popular will
be demoted. The hierarchical tree structure of the menu 32 of
prompts dynamically changes based on users' responses. Rather than
being a static structure, the menu 32 of prompts expands and
contracts to reflect frequency of use. Because the hierarchical
tree structure can self-adjust, customer service improves.
[0026] According to exemplary embodiments, the IVR system 20
dynamically changes according to a set 36 of rules. The set 36 of
rules describes the qualifications for dynamically changing the
menu 32 of prompts. The set 36 of rules is stored in the memory 24.
Because the hierarchical tree structure can self-adjust, the set 36
of rules imposes restrictions on the configuration of the tree
structure. The IVR application 22 uses the set 36 of rules to
determine how a prompt qualifies for movement within the tree
structure. The set 36 of rules also limits the hierarchical tree
structure to defined boundaries. These boundaries ensure that the
number of branches and/or tiers within the tree do not grow too
large or too small. The IVR application 22 may also use the set 36
of rules to compare historical statistics stored in the database
34. The IVR application 22 may thus use historical statistics to
additionally or alternatively determine changes in the presentation
order of the menu 32 of prompts.
[0027] In the figures that are described below, as in FIG. 1, the
reference numeral 20 is used to refer to an IVR system and the
reference numeral 22 is used to the refer to an IVR application for
ease of illustration. However, it should be appreciated that an IVR
system 20 and the IVR application 22 need not include all the
elements and capabilities described with reference to the figures
below. Rather, the IVR system 20 and the IVR application 22,
according to exemplary embodiments, may include one or any
combination of elements and capabilities for dynamically ordering
the menu 32 of prompts described with reference to the figures.
[0028] FIGS. 2 and 3 are schematics illustrating promotion rules,
according to exemplary embodiments. Here the set 36 of rules
includes one or more promotion rules 38. The promotion rules 38
describe the qualifications or requirements for promoting any
prompt to a higher level or tier within the menu 32 of prompts. The
promotion rules 38 may include one or more promotion thresholds 40.
The promotion thresholds 40 represent a minimum number of
selections or responses that are required for promotion between
tiers. As FIG. 3 illustrates, a prompt 42 may be promoted from a
lower level 44 to a higher level 46 within the hierarchical tree
structure 48. When the cumulative number of responses to the prompt
40 equals or exceeds the promotion threshold 40, then the
Interactive Voice Response (IVR) application 22 has authority to
move or promote the prompt 40 to the higher level 46.
[0029] FIG. 3 also illustrates inter-tier thresholds within the
hierarchical tree structure 48, according to an exemplary
embodiment. FIG. 3 illustrates a hierarchical tree of prompts for a
hospital or other medical facility. FIG. 3 illustrates three levels
of prompts, with each hierarchical level having an associated
threshold. A first tier 50, for example, may have a first tier
threshold 52. The first tier 50 is reserved for only the most
popular prompts. Suppose the first tier threshold 52 is thirty
percent (30%). Thus, any prompts receiving at least 30% of the
responses occupy the first tier 50. A second tier 54 has a second
tier threshold 56. Perhaps this second tier threshold 56 is fifteen
percent (15%), meaning any prompts receiving at least 15% of the
responses occupy the second tier 54, that are not already promoted
to the first tier. A lowest, third tier 58 would then be reserved
for the least popular prompts. As FIG. 3 illustrates, when the
number of responses for the "Billing" prompt 42 exceeds the
promotion threshold 40, then the Interactive Voice Response (IVR)
application 22 has authority to move or promote the "Billing"
prompt 42 to the first tier 50. The remaining second tier prompts
(such as "Patient Information" and "Operator") remain in the second
tier 54 (unless, of course, they also satisfy the promotion
threshold 40).
[0030] The promotion rules 38, then, determine when a prompt is
promoted to a higher level within the hierarchical tree structure
48. As the Interactive Voice Response (IVR) application 22 monitors
and analyzes the cumulative responses, the IVR application 22
determines the percentage of responses for any prompt. If any
prompt's percentage satisfies a tier threshold, then that prompt
may be promoted to a higher level or tier. As the following
paragraphs explain, however, other rules may limit the ability of
IVR application 22 to promote prompts.
[0031] FIGS. 4 and 5 are schematics illustrating demotion rules,
according to more exemplary embodiments. Here the set 36 of rules
includes one or more demotion rules 62. The demotion rules 62
describe the qualifications or requirements for demoting a prompt
down one or more hierarchical levels. The demotion rules 62 may
include one or more demotion thresholds 64. The demotion thresholds
64 represent a minimum number of selections or responses that are
required to occupy a tier. If a prompt does not receive the minimum
number of responses, then the IVR application 22 could demote the
prompt down one or more levels or tiers. As FIG. 5 illustrates, a
prompt 66 may be demoted from the first tier 50 to the second tier
54. When the cumulative number of responses to the prompt 66 is
less than or equal to a first demotion threshold 68, then the
Interactive Voice Response (IVR) application 22 has authority to
move or demote the prompt 66 to the second tier 54.
[0032] FIG. 5 also illustrates inter-tier demotion thresholds. Each
hierarchical level has an associated demotion threshold. The first
tier 50, for example, has the first demotion threshold 68, while
the second tier 54 has a corresponding second demotion threshold
70. Whenever a prompt's popularity can no longer satisfy a demotion
threshold, then that prompt is demoted down one or more tiers.
Again, those prompts with the least percentage of responses occupy
the lowest tier (e.g., the third tier 58).
[0033] The same tier need not have equal promotion and demotion
thresholds. At first glance the reader might think a tier's
promotion and demotion thresholds would be the same value. If a
certain threshold is required for promotion into a tier, then any
percentage below that same threshold would qualify for demotion.
Yet an administrator may configure a tier to have different
promotion and demotion thresholds. Even though a prompt may qualify
for promotion into a tier, the administrator may want a different
percentage qualification for demotion. These unequal
promotion/demotion thresholds could be especially useful when a
tier can only accommodate a fixed number of prompts. That is,
before a prompt can be promoted into a tier, some other prompt in
that same tier must be demoted. The demotion threshold would
determine the qualifications for demoting one prompt and
substituting another prompt.
[0034] FIGS. 6 and 7 are schematics illustrating compression rules,
according to more exemplary embodiments. Here the set 36 of rules
includes one or more compression rules 80. The compression rules 80
describe the qualifications or requirements for generically
grouping less popular prompts within a hierarchical level. The
compression rules 80 describe how one or more prompts are grouped
together as a common category or under a common prompt. The
compression rules 80 may include one or more compression thresholds
82. The compression thresholds 82 represent a minimum number of
selections or responses that are required to occupy a position
within a tier. If a prompt qualifies for a tier, but the prompt
cannot qualify for an explicit message, then that prompt is
generically grouped with other prompts. Suppose a message states
"Select 1 for the Radiology Department, select 2 for the Oncology
Department, select 3 for the Billing Department, and select 4 for
all other areas." Any prompt not related to radiology, oncology, or
billing is categorically grouped under "Other."
[0035] FIG. 7 illustrates an intra-tier compression threshold 84.
Suppose the first tier 50 is limited to four (4) prompts. Using the
medical example from above, a first prompt 86 is "Radiology," a
second prompt 88 is "Oncology," a third prompt 90 is "Billing," and
a fourth prompt 92 is "Women's Services." Because the first tier 50
includes the generic prompt "Women's Services" 92, the first tier
50 has a sub-tier 94. The sub-tier 94 contains those prompts
grouped under the generic prompt "Women's Services" 92. The first
tier's compression threshold 84, then, determines what prompts get
compressed into the generic prompt "Women's Services" 92. Remember
the first tier 50 is limited to four (4) prompts. If an
administrator chooses the first tier threshold 52 such that more
than four prompts qualify for admission into the first tier 50,
then the IVR application 22 must create the sub-tier 94 to
accommodate all the qualifying first tier prompts. The IVR
application 22 then uses the first intra-tier compression threshold
84 to determine what qualifying prompts are compressed under a
generic grouping (e.g., the generic prompt "Women's Services" 92).
The administrator may, instead, redefine the first tier threshold
52 and/or the first demotion threshold 68 to reduce the number of
qualifying first-tier prompts.
[0036] FIGS. 8 and 9 are schematics illustrating intra-tier
expansion rules, according to even more exemplary embodiments. Here
the set 36 of rules includes one or more expansion rules 96. The
expansion rules 96 describe the qualifications or requirements for
removing a prompt from a grouping of prompts. The expansion rules
96 may include one or more expansion thresholds 97. Continuing to
use the medical example, the sub-tier 94 contains those prompts
grouped under the generic prompt "Women's Services" 92. The first
tier 50 has an associated expansion threshold 98. The expansion
threshold 98 determines the percentage of responses needed to
remove a prompt from under a generic grouping (e.g., the generic
prompt "Women's Services" 92). If a tier is constrained to a fixed
number of prompts, then the expansion threshold 98 would determine
the qualifications for intra-swapping positions within the tier.
Again, because the first tier 50 has been confined to four (4)
prompts, and because more than four prompts qualify for admission
into the first tier 50, the Interactive Voice Response (IVR)
application 22 must create the sub-tier 94 to accommodate all the
qualifying first tier prompts. The Interactive Voice Response (IVR)
application 22 uses the first tier's expansion threshold 98 to
determine what prompt qualifies for an explicit message.
[0037] FIGS. 10 and 11 are schematics illustrating boundary rules,
according to still more exemplary embodiments. Here the set 36 of
rules includes one or more boundary rules 100. The boundary rules
100 enforce boundaries for the menu 32 of prompts. As the IVR
application 22 monitors and analyzes the cumulative responses, the
boundary rules 100 confine the hierarchical tree structure 48. The
boundary rules 100, for example, may specify a maximum number 102
of hierarchical levels within the menu 32 of prompts. The boundary
rules 100 may also specify a maximum number 104 of prompts within
any hierarchical level or tier. The boundary rules 100,
additionally, may specify a minimum number of hierarchical levels
and a minimum number of prompts within any hierarchical level or
tier. Suppose the boundary rules confine the hierarchical tree
structure 48 to three (3) tiers (e.g., the first tier 50, the
second tier 54, and the third tier 58). That is, the IVR
application 22 can only reconfigure the hierarchical tree structure
48 as three (or less) tiers. Four or more levels would violate the
boundary rules 100. Similarly, the boundary rules 100 may confine
the number of prompts within any tier. When the number of prompts
within a tier reaches the maximum permitted, the IVR application 22
may create a sub-tier within a tier. The IVR application 22 may
additionally or alternately reconfigure the hierarchical tree
structure 48 so that a sub-tier is not required.
[0038] The set 36 of rules may also include time and/or usage
rules. A prompt may be inserted, or deleted, based on time and/or
usage. A prompt, for example, may be relevant and, thus, remain on
a particular tier until a specific removal date. A prompt may also
remain on a tier until its usage or number of responses falls below
a threshold. Suppose a prompt says "Those needing re-ticketing due
to Hurricane Katrina, press 1." As this prompt's usage diminishes
on the tier, the prompt may move down the menu of prompts. This
same prompt, however, may not get demoted, based on other rules,
until a date of expiration (such as after ten days).
[0039] FIGS. 12-14 are schematics illustrating vocal tags,
according to exemplary embodiments. Each prompt may be assigned a
vocal tag 104. Each prompt's vocal tag 104 describes a genre, a
category, and/or a subcategory associated with the prompt. Again
using the medical example from above, each prompt 86, 88, 90, and
92 has an associated vocal tag 106, 108, 110, and 112. The vocal
tag 106 "Radiology" corresponds to the first prompt 86. The vocal
tag 108 "Oncology" corresponds to the second prompt 88. The vocal
tag 110 "Billing" corresponds to the third prompt 90, and the vocal
tag 112 "Women's Services" corresponds to the fourth prompt 92. As
the Interactive Voice Response (IVR) application (shown as
reference numeral 22 in FIGS. 1-11) dynamically changes the
hierarchical tree structure 48, based on the aggregate responses,
each prompt's vocal tag 104 follows the prompt. When the IVR
application audibly presents the reconfigured hierarchical tree
structure 48, the IVR application concatenates the vocal tags 104
within a level or tier. Each vocal tag 104, then, identifies its
associated prompt, regardless of the prompt's position within the
tier.
[0040] An example helps explain vocal tags. As FIG. 12 illustrates,
the first tier 50 comprises the prompts 86, 88, 90, and 92. The
corresponding vocal tags are "Radiology," "Oncology," "Billing,"
and "Women's Services." These prompts are popular and, thus, occupy
the first tier 50. Yet suppose these same prompts vary in their
respective popularity, such that the Interactive Voice Response
(IVR) application dynamically changes their spoken order within the
first tier 50. Because each prompt's vocal tag follows the prompt,
no matter how the first tier 50 is rearranged, the IVR application
can logically and clearly recite their new order. Should the IVR
application rearrange the first-tier prompts to the order of 88,
86, 90, and 92, FIG. 13 illustrates how the IVR application 22
similarly rearranges the corresponding vocal tags 108, 106, 110,
and 112. The IVR application 22 then concatenates the vocal tags as
"Oncology," "Radiology," "Billing," and "Women's Services," thus
maintaining the first tier's correct spoken order. Should the IVR
application 22 again rearrange the first-tier prompts to the order
of 92, 86, 90, and 88, FIG. 14 illustrates how the IVR application
22 similarly rearranges the corresponding vocal tags 112, 106, 110,
and 108. The IVR application 22 then concatenates the vocal tags as
"Women's Services," "Radiology," "Billing," and "Oncology," thus
again maintaining the first tier's correct spoken order.
[0041] The vocal tags 104 resemble labels. As a prompt is
dynamically moved throughout the hierarchical tree structure 48,
the prompt's associated vocal tag follows. No matter where the
Interactive Voice Response (IVR) application rearranges a prompt,
the vocal tag ensures the prompt's current position is correctly
recited by the IVR system. Once a tier is rearranged, the vocal
tags are concatenated, thus audibly presenting the prompts in their
correct order. Should a prompt be compressed under a generic
category (such as the generic prompt "Women's Services" 92), the
IVR system, of course, concatenates the vocal tag associated with
the generic category.
[0042] The menu 32 of prompts may also be dynamically changed using
a Work Force Management system. The IVR system 20 may dynamically
change the menu 32 of prompts based on a Work Force Management
system. The IVR system 20 may receive an input or data from a Work
Force Management system. When the IVR system 20 receives this data,
the IVR system 20 may compress or expand the menu of prompts. The
menu of prompts, for example, may be expanded or compressed to
reflect staffing in a grouping. Suppose, for example, the Work
Force Management system sends correlation data corresponding to any
menu tag. The menu tag may be compressed or expanded to reflect the
staffing group that is covering for them. Because of this input
from the Work Force Management system, telephone numbers need not
be forwarded between work groups. One work group, instead, may be
attached to another work group, and the menu of prompts will cover
the routing based on a parent tag.
[0043] FIGS. 15 and 16 are schematics illustrating a communication
to the IVR system 20, according to exemplary embodiments. The IVR
system 20 monitors and analyzes the responses stored in the
database 34. The IVR system 20 monitors and analyzes those
responses to dynamically change the menu 32 of prompts. The menu 32
of prompts is dynamically changed to reflect the frequency or
popularity of prompts. The IVR system 20 dynamically changes the
menu 32 of prompts according to the set 36 of rules. The set 36 of
rules imposes restrictions on the configuration of the tree
structure. Once the IVR system 20 completes the dynamic
transformation, the IVR system 20 updates a presentation order of
the menu 32 of prompts. That updated presentation is then presented
to future callers.
[0044] FIGS. 15 and 16 illustrate such a presentation. FIG. 15
illustrates that a communication 120 is received from a user device
122. The communication 120 is received via a communications network
124. The communication 120 may be a telephone call, a Voice-over IP
call, or any electronic message. FIG. 16 illustrates that, whatever
the communication 120, the IVR system 20 return communicates a
dynamically-changed menu 126 of prompts. The dynamically-changed
menu 126 of prompts represents the updated presentation order of
the menu 32 of prompts. The dynamically-changed menu 126 of prompts
may be audibly presented to a caller, or the dynamically-changed
menu 126 of prompts may be electronically communicated to the
user's device 122 via the communications network 120. The IVR
system 20 audibly or visually prompts the user according to the
updated presentation order.
[0045] FIG. 15 also illustrates a recommendation report 125,
according to exemplary embodiments. This recommendation report 125
provides a preview of any dynamic changes to the menu 32 of
prompts. That is, before the IVR application 22 implements any
dynamic changes, the IVR application 22 may first send the
recommendation report 125 to a manager or administrator. The
recommendation report 125 describes the dynamic changes as
prescribed by the set 36 of rules. The recommendation report 125
thus optionally permits a human manager or administrator to approve
or deny the dynamically-changed menu 26 of prompts. The IVR
application 22, then, may dynamically change the menu 26 of prompts
in an automatic, autonomous fashion or in a more limited, approval
fashion.
[0046] The exemplary embodiments may be applied regardless of
networking environment. The communications network 120 may be a
cable network operating in the radio-frequency domain and/or the
Internet Protocol (IP) domain. The communications network 120 may
have POTS components and/or features. The communications network
120, however, may also include a distributed computing network,
such as the Internet (sometimes alternatively known as the "World
Wide Web"), an intranet, a local-area network (LAN), and/or a
wide-area network (WAN). The communications network 120 may include
coaxial cables, copper wires, fiber optic lines, and/or
hybrid-coaxial lines. The communications network 120 may even
include wireless portions utilizing any portion of the
electromagnetic spectrum and any signaling standard (such as the
I.E.E.E. 802 family of standards, GSM/CDMA/TDMA or any cellular
standard, and/or the ISM band). The concepts described herein may
be applied to any wireless/wireline communications network,
regardless of physical componentry, physical configuration, or
communications standard(s).
[0047] FIG. 17 depicts a possible operating environment for
exemplary embodiments. FIG. 17 is a block diagram showing the IVR
application 22 residing in a processor-controlled system 150 (such
as the computer 26 shown in FIGS. 1-16). FIG. 17, however, may also
represent a block diagram of any computer or communications device
in which the IVR application 22 may operate. The IVR application 22
operates within a system memory device. The IVR application 22, for
example, is shown residing in a memory subsystem 152. The IVR
application 22, however, could also reside in flash memory 154 or
peripheral storage device 156. The computer system 150 also has one
or more central processors 158 executing an operating system. The
operating system, as is well known, has a set of instructions that
control the internal functions of the computer system 150. A system
bus 160 communicates signals, such as data signals, control
signals, and address signals, between the central processor 158 and
a system controller 162. The system controller 162 provides a
bridging function between the one or more central processors 158, a
graphics subsystem 164, the memory subsystem 152, and a PCI
(Peripheral Controller Interface) bus 166. The PCI bus 166 is
controlled by a Peripheral Bus Controller 168. The Peripheral Bus
Controller 168 is an integrated circuit that serves as an
input/output hub for various peripheral ports. These peripheral
ports could include, for example, a keyboard port 170, a mouse port
172, a serial port 174, and/or a parallel port 176 for a video
display unit, one or more external device ports 178, and external
hard drive ports 180 (such as IDE, ATA, SATA, or SCSI). The
Peripheral Bus Controller 168 could also include an audio subsystem
182. Those of ordinary skill in the art understand that the
program, processes, methods, and systems described herein are not
limited to any particular computer system or computer hardware.
[0048] One example of the central processor 158 is a
microprocessor. Advanced Micro Devices, Inc., for example,
manufactures a full line of ATHLON.TM. microprocessors (ATHLON.TM.
is a trademark of Advanced Micro Devices, Inc., One AMD Place, P.O.
Box 3453, Sunnyvale, Calif. 94088-3453, 408.732.2400, 800.538.8450,
www.amd.com). The Intel Corporation also manufactures a family of
X86 and P86 microprocessors (Intel Corporation, 2200 Mission
College Blvd., Santa Clara, Calif. 95052-8119, 408.765.8080,
www.intel.com). Other manufacturers also offer microprocessors.
Such other manufacturers include Motorola, Inc. (1303 East
Algonquin Road, P.O. Box A3309 Schaumburg, Ill. 60196,
www.Motorola.com), International Business Machines Corp. (New
Orchard Road, Armonk, N.Y. 10504, (914) 499-1900, www.ibm.com), and
Transmeta Corp. (3940 Freedom Circle, Santa Clara, Calif. 95054,
www.transmeta.com). Those skilled in the art further understand
that the program, processes, methods, and systems described herein
are not limited to any particular manufacturer's central
processor.
[0049] According to an exemplary embodiment, any of the
WINDOWS.RTM. (WINDOWS.RTM. is a registered trademark of Microsoft
Corporation, One Microsoft Way, Redmond Wash. 98052-6399,
425.882.8080, www.Microsoft.com) operating systems may be used.
Other operating systems, however, are also suitable. Such other
operating systems would include the UNIX.RTM. operating system
(UNIX.RTM. is a registered trademark of the Open Source Group,
www.opensource.org), the UNIX-based Linux operating system, WINDOWS
NT.RTM., and Mac.RTM. OS (Mac.RTM. is a registered trademark of
Apple Computer, Inc., 1 Infinite Loop, Cupertino, Calif. 95014,
408.996.1010, www.apple.com). Those of ordinary skill in the art
again understand that the program, processes, methods, and systems
described herein are not limited to any particular operating
system.
[0050] The system memory device (shown as memory subsystem 152,
flash memory 154, or peripheral storage device 156) may also
contain an application program. The application program cooperates
with the operating system and with a video display unit (via the
serial port 174 and/or the parallel port 176) to provide a
Graphical User Interface (GUI). The Graphical User Interface
typically includes a combination of signals communicated along the
keyboard port 170 and the mouse port 172. The Graphical User
Interface provides a convenient visual and/or audible interface
with a subscriber of the computer system 150.
[0051] FIG. 18 is a flowchart illustrating a method for dynamically
changing an Interactive Voice Response (IVR) system. Responses to a
menu of prompts are monitored (Block 200). A presentation order of
the menu of prompts is updated according to a set of rules (Block
202). The set of rules describe qualifications for dynamically
changing the menu of prompts. According to exemplary embodiments,
the set of rules may cause promotion of a prompt up a hierarchical
level according to a promotion rule (Block 204). The promotion rule
describes qualifications for promoting any prompt to a higher level
within the menu of prompts. The set of rules may cause demotion of
a prompt down a hierarchical level according to a demotion rule
(Block 206). The demotion rule describes qualifications for
demoting any prompt to a lower level within the menu of prompts.
The set of rules may cause compression of a prompt within a
hierarchical level according to a compression rule (Block 208). The
compression rule describes qualifications for grouping prompts
within the hierarchical level. The set of rules may cause expansion
of a prompt within a hierarchical level according to an expansion
rule (Block 210). The expansion rule describes qualifications for
removing the prompt from a grouping of prompts. The set of rules
may cause enforcement of boundaries for the menu of prompts
according to boundary rules (Block 212). The boundary rules specify
i) a maximum number of hierarchical levels within the menu of
prompts, and ii) a maximum number of prompts within a hierarchical
level. The hierarchical tree architecture of the menu of prompts is
updated according to the rules and according to the responses
(Block 214). Vocal tags assigned to the prompts may be concatenated
(Block 216), such that when the presentation order of the menu of
prompts is dynamically changed, the vocal tag is audibly presented
to identify the prompt. The vocal tag describes at least one of a
genre, a category, and a subcategory associated with the prompt. A
user of the IVR system is then prompted according to the updated
presentation order (Block 218).
[0052] The IVR application (shown as reference numeral 22 in the
FIGS.) may be physically embodied on or in a computer-readable
medium. This computer-readable medium may include CD-ROM, DVD,
tape, cassette, floppy disk, memory card, and large-capacity disk
(such as IOMEGA.RTM., ZIP.RTM., JAZZ.RTM., and other large-capacity
memory products (IOMEGA.RTM., ZIP.RTM., and JAZZ.RTM. are
registered trademarks of Iomega Corporation, 1821 W. Iomega Way,
Roy, Utah 84067, 801.332.1000, www.iomega.com). This
computer-readable medium, or media, could be distributed to
end-subscribers, licensees, and assignees. These types of
computer-readable media, and other types not mention here but
considered within the scope of the exemplary embodiments, allow the
web browser to be easily disseminated. A computer program product
comprises the IVR application stored on the computer-readable
medium. The IVR application comprises computer-readable
instructions/code for dynamically changing an Interactive Voice
Response (IVR) system.
[0053] The IVR application may be physically embodied on or in any
addressable (e.g., HTTP, I.E.E.E. 802.11, Wireless Application
Protocol (WAP)) wireless device capable of presenting an IP
address. Examples could include a computer, a wireless personal
digital assistant (PDA), an Internet Protocol mobile phone, or a
wireless pager.
[0054] While the exemplary embodiments have been described with
respect to various features, aspects, and embodiments, those
skilled and unskilled in the art will recognize the exemplary
embodiments are not so limited. Other variations, modifications,
and alternative embodiments may be made without departing from the
spirit and scope of the exemplary embodiments.
* * * * *
References