System and method for IVR signature detection and event management
First Claim
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1. A method of providing dialog system monitoring, the method comprising:
- (a) capturing a first set of metrics associated with use of a dialog system by a plurality of users, the metrics of the first set comprising at least one of;
(i) dialog navigation sequence,(ii) dialog termination point, or(iii) number turns per dialog;
(b) defining a baseline sample based on the captured first set of metrics;
(c) capturing a second set of metrics associated with use of the dialog system by a plurality of users, the metrics of the second set comprising at least one of;
(i) dialog navigation sequence,(ii) dialog termination point, or(iii) number turns per dialog;
(d) defining a comparison sample based on the second set of metrics;
(e) comparing the comparison sample to the baseline sample; and
(f) triggering an event when the step of comparing the comparison sample to the baseline sample reveals aberrance.
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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.
2 Citations
20 Claims
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1. A method of providing dialog system monitoring, the method comprising:
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(a) capturing a first set of metrics associated with use of a dialog system by a plurality of users, the metrics of the first set comprising at least one of; (i) dialog navigation sequence, (ii) dialog termination point, or (iii) number turns per dialog; (b) defining a baseline sample based on the captured first set of metrics; (c) capturing a second set of metrics associated with use of the dialog system by a plurality of users, the metrics of the second set comprising at least one of; (i) dialog navigation sequence, (ii) dialog termination point, or (iii) number turns per dialog; (d) defining a comparison sample based on the second set of metrics; (e) comparing the comparison sample to the baseline sample; and (f) triggering an event when the step of comparing the comparison sample to the baseline sample reveals aberrance. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A method of providing real-time dialog system monitoring comprising:
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(a) capturing metrics associated with use of a dialog system by a plurality of users, said metrics comprising a first set of dialog navigation sequences; (b) defining a baseline sample based on the first set of dialog navigation sequences; (c) capturing subsequent metrics associated with use of the dialog system by a plurality of users subsequent to the step of defining a baseline sample, wherein the subsequent metrics comprise a second set of dialog navigation sequences; (d) defining a comparison sample based on the second set of dialog navigation sequences; (e) comparing the comparison sample to the baseline sample; and (f) triggering an event in real time when the step of comparing the comparison sample to the baseline sample reveals aberrance. - View Dependent Claims (18, 19)
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20. A method of providing dialog system monitoring comprising:
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(a) capturing a plurality of metrics associated with use of a dialog system by a plurality of users, the metrics including at least one of; (i) dialog navigation sequence, (ii) dialog termination point, or (iii) number turns per dialog; (b) defining a baseline based at least in part on the captured plurality of metrics (c) defining a sample based at least in part on the captured plurality of metrics (d) comparing the sample to the baseline; and (e) triggering an event when the act of comparing reveals aberrance.
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Specification