Using a complex events processor (CEP) to direct the handling of individual call sessions by an interactive voice response (IVR) system

  • US 8,379,804 B2
  • Filed: 01/07/2009
  • Issued: 02/19/2013
  • Est. Priority Date: 01/07/2009
  • Status: Expired due to Fees
First Claim
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1. A system for managing individual call sessions of an interactive voice response (IVR) system comprising:

  • 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.

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