System and methods for automated customer response system mapping and duplication
US11489962B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Aug 5, 2020 |
| Grant date | Nov 1, 2022 |
| Priority date | — |
| Expiry date | Jan 25, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/26
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.