System and method for the automatic selection of interfaces
AssigneeConvergys CMG Utah, Inc.
InventorsVasudeva Rao Akula, Sunil Issar
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Abstract
The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.
Claims19
A non-transitory computer readable medium comprising computer executable instructions for selecting an interface presented to a caller during an interaction between the caller and an interactive voice response system, wherein the computer executable instructions comprise:
- (a) one or more detection modules operable to determine one or more outputs associated with the interaction, wherein at least one of the detection modules comprises a usage detection module operable to:
- i) determine whether the caller has a below average user level;
- ii) determine whether the caller has an average user level;
- iii) determine whether the caller has an advanced user level;
- and
- iv) output a user level value corresponding to the determined user level for the caller;
- (b) a selection logic operable to select one of a plurality of available interfaces;
- and
- (c) an interface selection engine in communication with the one or more detection modules and the selection logic, wherein the interface selection engine is operable to switch the interface presented to the caller to the one of the plurality of available interfaces based on the one or more outputs provided by the detection modules and the selection logic.
A system for automatically switching an interface associated with an interactive voice response system comprising:
- (a) an interface selection engine;
- (b) a selection logic;
- and
- (c) a usage detection module, wherein the usage detection module produces one or more outputs relating to a caller's usage that are accepted by the interface selection engine, wherein the usage detection module comprises a user level output having an average user level state, a below average user level state, and an advanced user level state;
- wherein the interface selection engine comprises a software module operable to select one of a plurality of available interfaces according to the one or more outputs and the selection logic, wherein the selection logic selects:
- (a) a robust interface when the usage detection module indicates the below average user level state;
- (b) a specialized interface when the usage detection module indicates the advanced user level state;
- and
- (c) a standard interface when the usage detection module indicates the average user level state;
- and
- wherein the interface selection engine automatically switches the interface to the one of a plurality of available interfaces selected.
A method in a computer system for selecting an interface presented to a caller during an interaction between the caller and an interactive voice response system, wherein the method comprises the steps of:
- (a) determining one or more outputs associated with the interaction, wherein the one or more outputs include a usage level;
- (b) selecting one of a plurality of available interfaces according to the one or more outputs associated with the interaction;
- and
- (c) switching the interface presented to the caller to the one of the plurality of available interfaces selected, wherein the switching occurs automatically during the interaction, and is based on the one or more outputs;
- and
- wherein each interface from the plurality of available interfaces is an interface to the interactive voice response system.
Dependencies are inferred from the claim text.