Behavioral adaptation engine for discerning behavioral characteristics of callers interacting with an VXML-compliant voice application
First Claim
1. A voice application 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 monitors client responses during voice interaction, analyzes the responses for both conduct patterns and mood states, including caller stress, and determines which of a set of optional dialog responses is to be played to the client as a result of the analysis of the client'"'"'s response.
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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.
61 Citations
26 Claims
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1. A voice application 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 monitors client responses during voice interaction, analyzes the responses for both conduct patterns and mood states, including caller stress, and determines which of a set of optional dialog responses is to be played to the client as a result of the analysis of the client'"'"'s response. - 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 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 to determine both conduct patterns and mood states and selects one or a set of possible enterprise responses for return to the client during interaction according to any pattern or mood state determined. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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Specification