USING A COMPLEX EVENTS PROCESSOR (CEP) TO DIRECT THE HANDLING OF INDIVIDUAL CALL SESSIONS BY AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM

  • US 20100172480A1
  • Filed: 01/07/2009
  • Published: 07/08/2010
  • Est. Priority Date: 01/07/2009
  • Status: Active Grant
First Claim
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1. A method for managing individual call sessions of an interactive voice response (IVR) system comprising:

  • providing a plurality of event data messages in an event stream to a complex events processor (CEP) by an interactive voice response (IVR) system, wherein each event data message comprises at least a Stream_ID and an individual textual element from a series of textual elements, wherein the Stream_ID is a unique identifier that identifies a call session between a calling entity and the IVR system, and wherein the series of textual elements represents a unit of speech input provided by the calling entity converted to textual elements by the IVR system;

    creating a text string from the textual elements of event data messages having identical Stream_IDs by the CEP, wherein the Stream_ID of the event data messages is associated with the created text string, and wherein said text string is a textual representation of the speech input provided by the calling entity;

    processing the text string by the CEP, wherein the CEP utilizes a plurality of user-defined business rules;

    when analysis of the text string requires an issuance of an action message by the CEP, appending the Stream_ID associated with the text string to the action message;

    conveying the action message to the IVR system; and

    modifying the call session associated with the Stream_ID of the action message by the IVR system in accordance with the action message, wherein other call sessions being handled by the IVR system are unaffected by said modification.

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