METHOD, SYSTEM, AND APPARATUS FOR AUTOMATING THE CREATION OF CUSTOMER-CENTRIC INTERFACE

摘要

A method, system, and apparatus for automating the creation of customer-centric interfaces includes an IVR system and a computer system automatically creating a customer-centric interface design. A plurality of opening statements are collected and analyzed in order to determine the customers' terminology, the tasks for which the customers contact the interface, and how the tasks are related. Analysis and categorization of the customer opening statements (using one or more rules), the tasks, and the task relationships allows for menu prompts and dialog exchanges within the interface to be in the customers own terminology and arranged in an order familiar to the customers. Furthermore, a plurality of personas are available to interact with the customers in accordance with the customers' personality or demeanor. The performance of the customer-centric interface is tested whereby the test results are automatically analyzed and the customer-centric interface is modified for optimal performance.