System and method for externally mapping an interactive voice response menu

摘要

Interactive voice response mapping used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS), and communications with the QCS to extract navigational information from the QCS and generating an IVR map. An editor corrects mistakes and removes text that is not relevant to navigational information. Audio communications from the QCS is processed and converted to text or graphical representation. The audio communications from the QCS is compared with an existing IVR map to validate and/or modify the existing IVR map.

主权项

1. An interactive voice response mapping system (IVRMS) used in a transaction between a waiting party and a queuing party, the queuing party having a queuing calling system (QCS), the IVRMS adapted to communicate with the QCS to extract navigational information from the QCS and at least partially build an IVR map of the QCS, the IVRMS comprising a computer-implemented editor, the editor adapted to correct a structure of the IVR by at least one of adding commands, removing commands, and changing commands for a node in the IVR, wherein the IVRMS is adapted to compare audio communications from the QCS with an existing IVR map for validating or modifying the IVR map.