System and Method For Integrating Runtime Usage Statistics With Developing Environment

• US 20110044435A1
• Filed: 08/20/2010
• Published: 02/24/2011
• Est. Priority Date: 08/23/2009
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Voxeo Corporation (Alvaria Incorporated)
• Inventors: Besling, Stefan, Bachran, Michael, Wiegard, Hanno, Mauelshagen, Martin
• Granted Patent: US 9,172,803 B2
• Time in Patent Office: Days
• US Class Current: 379/88.17
• CPC Class Codes: G10L 2015/228 of application context
• CPC Class Codes: H04L 65/1063 Application servers providing network services systems providing special services to telephonic subscribers H04M3/42
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A self-help application such as in an interactive voice response (IVR) platform serving users is enabled for providing an integrated development (IDE) and monitoring environment. This provides real-time reporting and analysis on user behavior, application performance and transaction success. The application is coded in software objects (VoiceObjects) specific to the context of the application. These are pre-built objects that include dialog components, resource management, logic, actions, layer and business tasks. This object-oriented approach uncouples the underlying technology from the application and allows designers to build user-friendly applications. In one embodiment, Java or VoiceXML codes are generated dynamically from these objects and executed by a browser in the IVR. A set of core metrics is defined for each object type as well as configurable levels for these metrics. Data associated with individual objects are collected, aggregated, analyzed and displayed in context by the IDE.

Claims

1. A method of operating a self-help application platform, comprising:

providing an integrated development and analysis module with a library of software objects for coding an application script to implementing the self-help application;

executing the application script by generating runtime codes dynamically from the software objects coded in the application script

executing the runtime codes with a browser to implement the self-help application;

collecting data associated with individual software objects during runtime; and

providing reports based on the collected data using the integrated development and analysis module.

2. The method as in claim 1, wherein:

each software object has a metric defined; and

the collected data includes values for the metrics of individual software objects.

3. The method as in claim 1, wherein the software objects are in object-oriented codes that models live context of the application.

4. The method as in claim 1, wherein the runtime codes are in Java.

5. The method as in claim 1, wherein the browser executes Java.

6. The method as in claim 1, wherein the runtime codes are in VoiceXML.

7. The method as in claim 1, wherein the browser executes VoiceXML.

8. The method as in claim 1, wherein the reports include statistics of usage of a menu object in the application.

9. The method as in claim 1, wherein the reports include a tree view of aggregated software objects in a dialog flow and associated statistics of activity.

10. The method as in claim 1, wherein the reports include time-dependent view of aggregate software objects and associated statistics of activity.

11. A self-help application platform, comprising:

an integrated development and analysis module with a library of software objects for coding an application script to implementing the self-help application;

a software object server for executing the application script by generating runtime codes dynamically from the software objects coded in the application script;

a browser for executing the runtime codes with a browser to implement the self-help application;

an infostore for storing data associated with individual software objects collected during runtime; and

wherein;

said integrated development and analysis module generates reports from data associated with individual software objects stored in the infostore.

12. The self-help application platform as in claim 11, wherein:

the software object server includes a dialog manager for collecting information on interaction of a user with the application.

13. The self-help application platform as in claim 12, wherein:

the software object server includes a statistics manager for managing aggregated information from the dialog manager to be stored in the infostore.

14. The self-help application platform as in claim 11, wherein:

each software object has a metric defined; and

the collected data includes values for the metrics of individual software objects.

15. The self-help application platform as in claim 11, wherein the software objects are in object-oriented codes that models live context of the application.

16. The self-help application platform as in claim 11, wherein the runtime codes are in Java.

17. The self-help application platform as in claim 11, wherein the browser executes Java.

18. The self-help application platform as in claim 11, wherein the runtime codes are in VoiceXML.

19. The self-help application platform as in claim 11, wherein the browser executes VoiceXML.

20. The self-help application platform as in claim 11, wherein the reports include statistics of usage of a menu object in the application.

21. The self-help application platform as in claim 11, wherein the reports include a tree view of aggregated software objects in a dialog flow and associated statistics of activity.

22. The self-help application platform as in claim 11, wherein the reports include time-dependent view of aggregate software objects and associated statistics of activity.