Apparatus and method for analyzing an automated response system
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United States of America Patent
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Nov 23, 2004
Issued Date -
N/A
app pub date -
Mar 4, 2002
filing date -
Mar 5, 2001
priority date (Note) -
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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.
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