System and methods for automated customer response system mapping and duplication
AssigneeCyara Solutions Pty Ltd
InventorGeoff Willshire
Life of this patent
Estimating the term…
Abstract
A system and method for automated customer response system mapping and duplication comprising a contact center crawler which connects with an existing automated contact center system, generates navigation data for the automated contact center system by sending queries and receiving responses for each available option of the automated contact center system; a data model generator which creates a map of the navigation data in a structured data format; and a CX model generator which generates programmatic code representing the data model which duplicates the function of the automated customer response system.
Claims8
A system for automated customer response system mapping and duplication, comprising:
- a computing device comprising a memory and a processor;
- a contact center crawler comprising a first plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
- establish a connection with an automated customer response system;
- automatically navigate through the automated customer response system via queries from the contact center crawler and responses from the automated customer response system;
- send navigation data comprising the queries and responses to a data model generator;
- the data model generator comprising a second plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
- map the navigation of the automated customer response system using the navigation data;
- send the map as a data model comprising a graph, a tree, or a list of possible inputs and outputs for the automated customer response system to a customer experience (CX) model generator;
- and
- the customer experience (CX) model generator comprising a third plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
- receive the data model from the data model generator;
- and
- convert the data model into a CX model containing programming code sufficient to recreate the automated customer response system.
A method for automated customer response system mapping and duplication, comprising the steps of:
- using a contact center crawler operating on a computing device comprising a memory and a processor to perform the steps of:
- establishing a connection with an automated customer response system;
- automatically navigating through the automated customer response system via queries from the contact center crawler and responses from the automated customer response system;
- sending navigation data comprising the queries and response to a data model generator operating on the computing device;
- using the data model generator to perform the steps of:
- mapping the navigation of the automated customer response system using the navigation data;
- sending the map as a data model comprising a graph, a tree, or a list of possible inputs and outputs for the automated customer response system to a customer experience (CX) model generator operating on the computer system;
- and
- using the customer experience (CX) model generator to perform the steps of:
- receiving the data model from the data model generator;
- and
- converting the data model into a CX model containing programming code sufficient to recreate the automated customer response system.
Dependencies are inferred from the claim text.