发明名称 |
Apparatus and method for analyzing an automated response system |
摘要 |
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.
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申请公布号 |
US6823054(B1) |
申请公布日期 |
2004.11.23 |
申请号 |
US20020090369 |
申请日期 |
2002.03.04 |
申请人 |
VERIZON CORPORATE SERVICES GROUP INC.;BBNT SOLUTIONS LLC |
发明人 |
SUHM BERNHARD;PETERSON PATRICK |
分类号 |
H04M3/22;H04M3/36;H04M3/42;H04M3/493;H04M3/51;H04M15/00;(IPC1-7):H04M15/00 |
主分类号 |
H04M3/22 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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