System and method for IVR signature detection and event management

• US 8,675,826 B1
• Filed: 03/13/2012
• Issued: 03/18/2014
• Est. Priority Date: 03/10/2004
• Status: Active Grant

• Current Assignee: Concentrix CVG Customer Management Group, Inc.
• Original Assignee: Convergys Customer Management Group Incorporated (Synnex Corporation)
• Inventors: Bittner, Stephen Nicholas
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US13/418,442
• Time in Patent Office: 735 Days
• Field of Search: 379/72, 379/88.18
• US Class Current: 379/72
• CPC Class Codes: H04M 2201/40 using speech recognition
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

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.

Claims

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.

2. The method of claim 1, wherein providing the user with personalized options for call handling comprises providing the user with a personalized call flow navigation sequence that is different from a personalized call flow navigation sequence provided to a different user based on the different user'"'"'s signature.

3. The method of claim 1, wherein the step of comparing the comparison sample to the baseline sample comprises determining a deviation of the comparison sample from the baseline sample.

4. The method of claim 3, wherein the step of comparing the comparison sample to the baseline sample further comprises determining whether the deviation exceeds a threshold deviation.

5. The method of claim 1, wherein the step of triggering an event comprises sending a message including notice of the aberrance.

6. The method of claim 5, wherein the notice includes a priority indicator.

7. The method of claim 1, wherein the step of triggering an event comprises performing an automated diagnostic function.

8. The method of claim 1, wherein the step of triggering an event comprises sending a message to at least one of a systems analyst or systems maintenance personnel.

9. The method of claim 1, wherein the step of triggering an event comprises sending a message to a caller, the message comprising at least one of additional options or instructions.

10. The method of claim 1, wherein the baseline sample comprises a statistical distribution of a first set of call flow navigation sequences.

11. The method of claim 10, wherein the comparison sample comprises a statistical distribution of a second set of call flow navigation sequences.

12. The method of claim 1, further comprising updating the baseline sample.

13. The method of claim 1, wherein the step of capturing a second set of metrics is performed subsequent to the step of capturing a first set of metrics.

14. The method of claim 1, further comprising defining a plurality of baseline samples, wherein each baseline sample of the plurality of baseline samples corresponds to a type of comparison sample.

15. The method of claim 14, wherein each baseline sample of the plurality of baseline samples relates to at least one metric that is not related to the other baselines of the plurality of baseline samples.

16. The method of claim 1, wherein the IVR system is configured to receive input comprising spoken statements by users.

17. A computer readable medium comprising instructions to perform the steps of the method of claim 1.

18. The method of claim 1, further comprising:

(a) providing a recognizer of the IVR system;

(b) associating a confidence score based on the captured first set of metrics with the signature of the user;

(c) collecting information from the user;

(d) identifying the signature of the user based on the collected information; and

(e) returning a confidence score associated with the user, wherein the user is a caller.

19. A method of providing real-time IVR system monitoring comprising:

(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.