System and method for real time monitoring an interactive voice response system
First Claim
1. A computerized method for monitoring an interactive voice response system (IVR) in real time, comprising:
- detecting an IVR activity; and
sending an IVR message to a client in substantially real time upon detecting the IVR activity.
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Accused Products
Abstract
The present invention provides a real-time system and method for monitoring an IVR system. An embedded IVR application monitors the IVR and sends a message in real time to an IVR client each time an IVR activity occurs. An IVR activity can be a receipt of a call or an input selection from a user, an IVR disconnect or another IVR action. The IVR application communicates in real time with the external client by sending and receiving messages in real time between the client and the IVR. The client also communicates with external systems that monitor IVR activity and apply business rules to the IVR activity. The business rules are applied to review the IVR activity to determine appropriate IVR responses and calculate network parameters such as a real time churn rate.
20 Citations
28 Claims
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1. A computerized method for monitoring an interactive voice response system (IVR) in real time, comprising:
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detecting an IVR activity; and
sending an IVR message to a client in substantially real time upon detecting the IVR activity. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer readable medium containing instructions that when executed by a computer perform a method for monitoring an interactive voice response system (IVR) in real time, comprising:
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detecting an IVR activity; and
sending an IVR message to a client in substantially real time upon detecting the IVR activity. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A real time monitoring system for an interactive recognition system (IVR) system comprising:
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an IVR processor programmed to send an IVR message in real time upon detection of IVR activity; and
a client processor for receiving the IVR message. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
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28. A real time monitoring system for an interactive recognition system (IVR) system comprising:
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a communication network including an IVR processor programmed to send an IVR message in real time upon detection of IVR activity; and
a client processor for receiving the IVR message.
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Specification