Providing information regarding interactive voice response sessions

• US 8,666,747 B2
• Filed: 10/31/2002
• Issued: 03/04/2014
• Est. Priority Date: 10/31/2002
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Sartini, Robert A
• Primary Examiner(s): AZAD, ABUL K
• Application Number:
  US10/284,398
• Publication Number:
  US 20040088167A1
• Time in Patent Office: 4,142 Days
• Field of Search: 704/276, 704/270.1, 704/270, 704/235, 704/88.17, 704/88.11, 704/88.1, 704/88.09, 704/88.08, 704/257, 704/275
• US Class Current: 704/270
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/2218 Call detail recording
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

A user, using, for example, a web browser and application server technology, is able to consolidate and present session information, for example, from a multi-model session on a voice recognition system. For example, a web browser can be used to display consolidated session information comprising network information, call logs, location database information, recorded user utterances, voice portal prompts, or any other information associated with an interactive voice response system.

Claims

1. A system comprising:

one or more processors to;

receive a request for information regarding one or more aspects of a plurality of interactive voice response sessions between a plurality of callers and one or more interactive voice response systems;

retrieve, based on the request, the information regarding the one or more aspects of the plurality of interactive voice response sessions;

generate a report based on the information regarding the one or more aspects of the plurality of interactive voice response sessions,

the information regarding the one or more aspects of the plurality of the interactive voice response sessions including information identifying a confidence level of a voice recognition process associated with a particular interactive voice response session of the plurality of interactive voice response sessions; and

provide the report.

2. The system of claim 1, where, when retrieving the information regarding the one or more aspects of the plurality of interactive voice response sessions, the one or more processors are to:

determine a type of information being requested based on the request, and

retrieve, based on the type of information, the information regarding the one or more aspects of the plurality of interactive voice response sessions from a logging module that stores the information regarding the one or more aspects of the plurality of interactive voice response sessions during the plurality of interactive voice response sessions,

the logging module being part of a voice portal that navigates the plurality of callers through the plurality of interactive voice response sessions, and

the one or more interactive voice response systems including the voice portal.

3. The system of claim 1, where the information regarding the one or more aspects of the plurality of interactive voice response sessions further includes statistical data associated with results of voice recognition during the plurality of interactive voice response sessions.

4. The system of claim 1, where the information regarding the one or more aspects of the plurality of the interactive voice response sessions further includes one or more of:

utterances of a caller, of the plurality of callers, during the particular interactive voice response session, or

audio prompts provided to the caller during the particular interactive voice response session.

5. The system of claim 1, where the information regarding the one or more aspects of the plurality of the interactive voice response sessions further includes information regarding an application invoked during the particular interactive voice response session or during another interactive voice response session of the plurality of interactive voice response sessions.

6. The system of claim 1, where the information regarding the one or more aspects of the plurality of the interactive voice response sessions further includes information identifying a duration of a call associated with the particular interactive voice response session.

7. The system of claim 1, where the information regarding the one or more aspects of the plurality of the interactive voice response sessions further includes error data associated with the plurality of interactive voice response sessions.

8. The system of claim 1, where the information regarding the one or more aspects of the plurality of the interactive voice response sessions further includes an identifier associated with a caller, of the plurality of callers, who initiated the particular interactive voice response session.

9. The system of claim 1, where, when providing the report, the one or more processors are to:

provide the report via at least one of a web browser of a particular device that provided the request to the system, an e-mail, or a printed document.

10. A method comprising:

receiving, by one or more devices and from a particular device, a request for information regarding one or more aspects of a plurality of interactive voice response sessions between a plurality of callers and one or more interactive voice response systems;

retrieving, by the one or more devices and based on the request, the information regarding the one or more aspects of the plurality of interactive voice response sessions;

organizing, by the one or more devices, the information regarding the one or more aspects of the plurality of interactive voice response sessions into a report,

the information regarding the one or more aspects of the plurality of interactive voice response sessions including information associated with a confidence level of a voice recognition process during a particular interactive voice response session of the plurality of interactive voice response sessions; and

forwarding, by the one or more devices, the report to the particular device.

11. The method of claim 10, where retrieving the information regarding the one or more aspects of the plurality of interactive voice response sessions includes interacting with a logging module that stores data associated with the information regarding the one or more aspects of the plurality of interactive voice response sessions during the plurality of interactive voice response sessions,

the logging module being part of one of the one or more interactive voice response systems.

12. The method of claim 10, where the information regarding the one or more aspects of the plurality of interactive voice response sessions further includes statistical data associated with results of voice recognition performed during the plurality of interactive voice response sessions.

13. The method of claim 10, where the information regarding the one or more aspects of the plurality of interactive voice response sessions includes information identifying:

utterances of a caller during the particular interactive voice response session, and

audio prompts provided to the caller during the particular interactive voice response session.

14. The method of claim 10, where the information regarding the one or more aspects of the plurality of interactive voice response sessions further includes information regarding an application invoked during another interactive voice response session of the plurality of interactive voice response sessions.

15. The method of claim 10, where the information regarding the one or more aspects of the plurality of interactive voice response sessions further includes information identifying a duration of a call associated with the particular interactive voice response session.

16. The method of claim 10, where the information regarding the one or more aspects of the plurality of interactive voice response sessions further includes error data associated with the plurality of interactive voice response sessions.

17. The method of claim 10, where the information regarding the one or more aspects of the plurality of interactive voice response sessions further includes an identifier associated with a caller, of the plurality of callers, that initiated the particular interactive voice response session.

18. The method of claim 10, where forwarding the report includes:

providing the report via at least one of a web browser of the particular device or an e-mail to the particular device.

19. A system comprising:

one or more devices to;

receive, from an interface device, a request for information regarding different aspects of a plurality of interactive voice response sessions between a plurality of callers and one or more interactive voice response systems;

retrieve, based on the request, the information regarding the different aspects of the plurality of interactive voice response sessions; and

forward the information regarding the different aspects of the plurality of interactive voice response sessions to the interface device,

the information regarding the different aspects of the plurality of the interactive voice response sessions including information identifying a confidence level of a voice recognition process associated with a particular interactive voice response session of the plurality of interactive voice response sessions.

20. The system of claim 19, where the information regarding the different aspects of the plurality of the interactive voice response sessions further includes one or more of:

statistical data associated with results of voice recognition during the plurality of interactive voice response sessions, or

error data associated with the plurality of interactive voice response sessions.

21. A non-transitory computer-readable storage medium storing instructions, the instructions comprising:

one or more instructions that, when executed by at least one processor, cause the at least one processor to;

receive a request for information regarding different aspects of a plurality of interactive voice response sessions between a plurality of callers and one or more interactive voice response systems;

retrieve, based on the request, the information regarding the different aspects of the plurality of interactive voice response sessions; and

provide the information regarding the different aspects of the plurality of interactive voice response sessions,

the information regarding the different aspects of the plurality of the interactive voice response sessions including information associated with a confidence level of a voice recognition process associated with a particular interactive voice response session of the plurality of interactive voice response sessions.

22. The non-transitory computer-readable storage medium of claim 21, where the information regarding the different aspects of the plurality of the interactive voice response sessions further includes one or more of:

information identifying one or more utterances of a caller, of the plurality of callers, during the particular interactive voice response session,

information identifying audio prompts provided to the caller during the particular interactive voice response session,

information identifying an application invoked during the particular interactive voice response session, or

information identifying a duration of a call associated with the particular interactive voice response session.