Behavioral adaptation engine for discerning behavioral characteristics of callers interacting with an VXML-compliant voice application
First Claim
1. A voice application creation and deployment system comprising:
- a voice application server for serving voice applications to clients over a data network;
at least one voice portal node having access to the data network, the portal node for facilitation of client interaction with the voice applications; and
a behavioral adaptation engine executable from the application server;
characterized in that the behavioral adaptation engine intercepts client responses during voice interaction with a served application, analyzes them for one or a combination of behavior patterns and mood states according to pre-existing constraints and received client information, and determines which of a set of possible dialog responses including linked to or insert able options will be submitted for VXML page rendering to create a next enterprise response played to the client.
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Accused Products
Abstract
A behavioral adaptation engine integrated with a voice application creation and deployment system has at least one data input port for receiving XML-based client interaction data including audio files attached to the data; at least one data port for sending data to and receiving data from external data systems and modules; a logic processing component including an XML reader, voice player, and analyzer for processing received data; and a decision logic component for processing result data against one or more constraints. The engine intercepts client data including dialog from client interaction with a served voice application in real time and processes the received data for behavioral patterns and if attached, voice characteristics of the audio files whereupon the engine according to the results and one or more valid constraints identifies one or a set of possible enterprise responses for return to the client during interaction.
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Citations
36 Claims
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1. A voice application creation and deployment system comprising:
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a voice application server for serving voice applications to clients over a data network;
at least one voice portal node having access to the data network, the portal node for facilitation of client interaction with the voice applications; and
a behavioral adaptation engine executable from the application server;
characterized in that the behavioral adaptation engine intercepts client responses during voice interaction with a served application, analyzes them for one or a combination of behavior patterns and mood states according to pre-existing constraints and received client information, and determines which of a set of possible dialog responses including linked to or insert able options will be submitted for VXML page rendering to create a next enterprise response played to the client. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A behavioral adaptation engine integrated with a voice application creation and deployment system comprising:
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at least one data input port for receiving XML-based client interaction data including audio files attached to the data;
at least one bi-directional data port for sending data to and receiving data from external data systems and modules;
a logic processing component including an XML reader and voice player and analyzer for processing received data; and
a decision logic component for processing result data against one or more constraints;
characterized in that the behavioral adaptation engine intercepts client data including dialog from client interaction with a served voice application in real time and processes the received data for behavioral patterns and if attached, voice characteristics of the audio files whereupon the engine according to the results and one or more constraints identifies one or a set of possible enterprise responses for return to the client during interaction. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. A method for identifying an appropriate one or set of a plurality of voice application dialog responses to data input resulting from a client interaction with a voice application comprising:
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(a) receiving the data input during run of the voice application;
(b) interpreting the data input;
(c) analyzing the input for validity of one or more constraints;
(d) comparing the analyzed results with additional external data;
(e) analyzing the comparison results for continued validity of the one or more constraints; and
(f) identifying one or more available response options according to the valid constraints. - View Dependent Claims (28, 29, 30, 31, 32, 33, 34, 35, 36)
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Specification