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On Demand Dynamic VRU Map Generation

IP.com Disclosure Number: IPCOM000199083D
Publication Date: 2010-Aug-25
Document File: 3 page(s) / 27K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a system and method for more efficiently generating and updating Voice Response Unit (VRU) Mapping through an intelligent, resilient, on-demand dynamic VRU mapping system.

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On Demand Dynamic VRU Map Generation

Existing Voice Response Unit (VRU) Mapping generated maps are static and the process is costly. The system needs to interrogate every possible path and map all the decision trees and menus each time it generates the static VRU map. As VRU menus are often updated but the VRU mappings are not, to provide a more accurate static VRU map, the generation of the static maps needs to be done often.

Current approaches VRU mapping include generating static VRU maps on a web site in order to allow people to expedite their calls to their other service providers. To handle VRU updates, this prior art works by performing the static VRU Mapping process each day. The process is costly and not efficient because, in order to generate the static maps, it interrogates every possible function, decision tree, and menu, even though some paths are least travelled paths, possibly never visited, but the work of all the process still has to be done every day. The following scenarios highlight the disadvantage of the prior art:

• What if during the day after the map is generated, the update is made? The map is broken until the next day.

• There are some VRUs that are less likely to change for a long period of time, but the prior art is not considering this. The costly mapping has to be done every day to ensure map accuracy.

• There are some VRUs that change frequently during a one-day interval on certain occasions, for example VRUs that handle emergency/critical situations. The prior art does not handle this situation and treats these VRUs just like others, only generating the map one time that day.

The disclosed approach provides an intelligent, resilient, on-demand dynamic VRU mapping system that is more efficient. This invention:

Provides a resilient system that automatically and transparently adjusts to

changes within the VRU's navigation tree without affecting the user's experience and without requiring deep, invasive crawling of the VRU tree every time a system generates a map.
Creates a holistic view of the VRU menu by intelligently aggregating multiple

interactions from multiple users. This approach enables building a map of the VRU without being reliant on a single user's information to walk the VRU and protects user privacy by not requiring the proxy to store a specific user's information for the purposes of walking the VRU.

This approach is more efficient than building a static complete view of the VRU every time. The paths that have never been visited don't need to be in the map, and the paths that are least travelled do not require updating as often as the more frequently travelled paths. Paths are recorded and updated in the map whenever there is a need for it, whenever there is a user who needs to go down

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that path.
Elevates the likelihood of successfully processing the speech through application

of industry-specific vocabularies as opposed to more gener...