Consultation services using IVR telephony based on expert system perspective

This paper aims to develop consulting services using telephone. Consultation mechanisms conduct questions and answers by using interactive voice response (IVR) based on expert system approach. A decision tree model is selected to represent the knowledge base of expert system, because it is possible to provide such scenario of interaction. This representation illustrates a multilevel structure, from the initial state with the first question until the final state as a decision or a conclusion. Furthermore, the knowledge base is mapped into a database that can be accessed by applications. Some fields of database tables contain a location of the voice files. This application will play the question voice files and receive answers (tone code from phone keypad) of users for each state in its path to reach a decision or conclusion that is played to the user. In accordance with the testing indicated by the monitoring application and experts´ justification, the system is able to trace the path in a predetermined interaction consultation.