Apparatus and method for analyzing an automated response system
US6823054B1 · kind B1 · utility
Assignees
Inventors
Key dates
| Filing date | Mar 4, 2002 |
| Grant date | Nov 23, 2004 |
| Priority date | — |
| Expiry date | Jan 9, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2215/0188
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for analyzing an interactive voice response (IVR) system of a call processing center determines a complete sequence of events occurring within the IVR system. The IVR system being operable to automatically accept calls from callers and respond to input from the callers. The system models a call flow of the IVR system as a non-deterministic finite-state automaton. A recording of a plurality of calls to the call processing center is split, such that each of plural calls to the call center is in one audio file. For a plurality of calls, the system detects a complete sequence of DTMF and/or speech input to the IVR system, detects selected prompts issued by the IVR system, and inputs the detected sequence of DTMF and/or speech input as well as the detected prompts issued by the IVR system into the finite-state automaton to determine a call-event sequence for that call. The call-event sequence includes information regarding how that call left the IVR system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.