USING A COMPLEX EVENTS PROCESSOR (CEP) TO DIRECT THE HANDLING OF INDIVIDUAL CALL SESSIONS BY AN INTERACTIVE VOICE RESPONSE (IVR) SYSTEM
First Claim
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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Accused Products
Abstract
Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.
46 Citations
20 Claims
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1. A method for managing individual call sessions of an interactive voice response (IVR) system comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for managing individual call sessions of an interactive voice response (IVR) system comprising:
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an interactive voice response (IVR) system configured to execute a plurality of interaction files for a call session corresponding to a calling entity in response to a unit of speech input provided by the calling entity, wherein the IVR system converts the unit of speech input into a series of textual elements contained within event data messages, wherein the event data messages are associated with the call session by a unique Stream_ID; and a complex events processor (CEP) configured to dynamically modify the execution of the plurality of interaction files by the IVR system for the call session based on an analysis of the event data messages, wherein said modification is contained within an action message sent by the CEP to the IVR system, wherein the action message is identified with the Stream_ID corresponding to the analyzed the event data messages. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A computer program product that manages individual call sessions of an interactive voice response (IVR) system comprising:
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a computer readable storage medium having computer usable program code embodied therewith, the computer usable program code comprising; computer usable program code configured to create a text string from a series of textual elements contained within event data messages received from an interactive voice response (IVR) system, wherein a Stream_ID associated with each event data message is identical, wherein the Stream_ID is then associated with the text string, and wherein said text string is a textual representation of a unit of speech input provided to the IVR system by a calling entity associated with the Stream_ID; computer usable program code configured to utilize a complex events processor (CEP) to process the text string using a plurality of user-defined business rules; and computer usable program code configured, when indicated by analysis of the text string, to append the Stream_ID associated with the text string to an action message issued by the CEP prior to delivery of the action message to the IVR system. - View Dependent Claims (18, 19, 20)
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Specification