System and method for IVR signature detection and event management
First Claim
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1. A method of providing IVR system detection and event management, the method comprising:
- (a) associating a signature with a user;
(b) capturing a first set of metrics associated with a first set of uses of an IVR system by the user, the metrics of the first set comprising at least one of;
(i) call flow navigation sequence,(ii) call termination point, or(iii) number turns per dialog;
(c) storing the captured first set of metrics with the signature of the user;
(d) defining a baseline sample based on the captured first set of metrics;
(e) capturing a second set of metrics associated with real-time use of the IVR system by the user, the metrics of the second set comprising at least one of;
(i) call flow navigation sequence,(ii) call termination point, or(iii) number turns per dialog;
(f) defining a comparison sample based on the second set of metrics;
(g) comparing the comparison sample to the baseline sample;
(h) triggering an event when the step of comparing the comparison sample to the baseline sample reveals aberrance; and
(i) based on user'"'"'s the signature, providing the user with personalized options for call handling with real-time use of the IVR system by the user.
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Abstract
An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system, The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.
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Citations
19 Claims
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1. A method of providing IVR system detection and event management, the method comprising:
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(a) associating a signature with a user; (b) capturing a first set of metrics associated with a first set of uses of an IVR system by the user, the metrics of the first set comprising at least one of; (i) call flow navigation sequence, (ii) call termination point, or (iii) number turns per dialog; (c) storing the captured first set of metrics with the signature of the user; (d) defining a baseline sample based on the captured first set of metrics; (e) capturing a second set of metrics associated with real-time use of the IVR system by the user, the metrics of the second set comprising at least one of; (i) call flow navigation sequence, (ii) call termination point, or (iii) number turns per dialog; (f) defining a comparison sample based on the second set of metrics; (g) comparing the comparison sample to the baseline sample; (h) triggering an event when the step of comparing the comparison sample to the baseline sample reveals aberrance; and (i) based on user'"'"'s the signature, providing the user with personalized options for call handling with real-time use of the IVR system by the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method of providing real-time IVR system monitoring comprising:
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(a) associating a signature with a user; (b) capturing metrics associated with use of an IVR system by the user, said metrics comprising a first set of call flow navigation sequences; (c) defining a baseline sample based on the first set of call flow navigation sequences; (d) capturing subsequent metrics associated with use of the IVR system by the user subsequent to the step of defining a baseline sample, wherein the subsequent metrics comprise a second set of call flow navigation sequences; (e) defining a comparison sample based on the second set of call flow navigation sequences; (f) comparing the comparison sample to the baseline sample; (g) triggering an event in real time when the step of comparing the comparison sample to the baseline sample reveals aberrance; (h) based on the user'"'"'s signature, providing the user with personalized options for call handling with the use of the IVR system subsequent to the step of defining a baseline sample.
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Specification