Interactive flowgraph for analyzing caller utterances
US8705706B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 22, 2010 |
| Grant date | Apr 22, 2014 |
| Priority date | — |
| Expiry date | Dec 3, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/357
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.