# US 2025/0159079 A1 · System and method for conversion of real-time voice logs to user interface logs for debugging of interactive voice response interactions

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- Number: US 2025/0159079 A1
- Document ID: US20250159079A1
- Status: Published application
- Kind: A1
- Application number: 18/389,385
- Filed: 2023-11-14
- Published: 2025-05-15
- Earliest claimed: 2023-11-14
- Assignees: Bank of America Corporation
- Applicants: Bank of America Corporation
- Inventors: Sushama Shelke; Nipun Mahajan; Amit Mishra; Piyush Sharma
- Web page: https://patentgrep.com/patent/US20250159079A1

## CPC

- H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals}
- G10L 15/26: Speech to text systems (G10L15/08 takes precedence)
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING

## Abstract

Embodiments of the present invention provide a system for conversion of real-time voice logs to user interface logs for debugging of Interactive Voice Response (IVR) interactions. The system is configured for determining that a user has initiated a real-time voice interaction with a voice interaction processing platform, generating a real-time voice log associated with the real-time voice interaction, parsing the real-time voice log, via a real-time parser, converting, in real-time via a real-time converter, the parsed voice log to a real-time user interface log, generating a real-time user interface comprising the real-time user interface log, and displaying the real-time user interface comprising the real-time user interface log to the user for debugging the real-time voice interaction.

## Claims

### Claim 1

A system for conversion of real-time voice logs to user interface logs for debugging of Interactive Voice Response (IVR) interactions, comprising:
at least one processing device;
at least one memory device; and
a module stored in the at least one memory device comprising executable instructions that when executed by the at least one processing device, cause the at least one processing device to:
determine that a user has initiated a real-time voice interaction with a voice interaction processing platform;
generate a real-time voice log associated with the real-time voice interaction;
parse the real-time voice log, via a real-time parser;
convert, in real-time via a real-time converter, the parsed voice log to a real-time user interface log;
generate a real-time user interface comprising the real-time user interface log; and
display the real-time user interface comprising the real-time user interface log to the user for debugging the real-time voice interaction.

### Claim 2 (depends on 1)

The system according to claim 1, wherein the executable instructions cause the at least one processing device to:
automatically identify, via an artificial intelligence engine, an error associated with the real-time voice interaction;
generate one or more recommendations, via the artificial intelligence engine; and
display the error and the one or more recommendations in the real-time user interface log.

### Claim 3 (depends on 1)

The system according to claim 1, wherein the executable instructions cause the at least one processing device to:
identify a role associated with the user;
determine a type of the role; and
generate the real-time user interface based on the type of the role associated with the user.

### Claim 4 (depends on 1)

The system according to claim 1, wherein the executable instructions cause the at least one processing device to:
identify unique identification information provided by the user during the during the real-time voice interaction; and
mask the unique identification information associated with the user provided during the real-time voice interaction.

### Claim 5 (depends on 1)

The system according to claim 1, wherein the real-time voice interaction is associated with a first voice flow.

### Claim 6 (depends on 5)

The system according to claim 5, wherein the executable instructions cause the at least one processing device to allow the user to initiate a second voice flow after completion of the first voice flow during the real-time voice interaction.

### Claim 7 (depends on 1)

The system according to claim 1, wherein the executable instructions cause the at least one processing device to generate a real-time utterance transcription associated with the real-time voice interaction.

### Claim 8

A computer program product for conversion of real-time voice logs to user interface logs for debugging of Interactive Voice Response (IVR) interactions, comprising a non-transitory computer-readable storage medium having computer-executable instructions for:
determining that a user has initiated a real-time voice interaction with a voice interaction processing platform;
generating a real-time voice log associated with the real-time voice interaction;
parsing the real-time voice log, via a real-time parser;
converting, in real-time via a real-time converter, the parsed voice log to a real-time user interface log;
generating a real-time user interface comprising the real-time user interface log; and
displaying the real-time user interface comprising the real-time user interface log to the user for debugging the real-time voice interaction.

### Claim 9 (depends on 8)

The computer program product according to claim 8, wherein the non-transitory computer-readable storage medium comprises computer-executable instructions for:
automatically identifying, via an artificial intelligence engine, an error associated with the real-time voice interaction;
generating one or more recommendations, via the artificial intelligence engine; and
displaying the error and the one or more recommendations in the real-time user interface log.

### Claim 10 (depends on 8)

The computer program product according to claim 8, wherein the non-transitory computer-readable storage medium comprises computer-executable instructions for:
identify a role associated with the user;
determine a type of the role; and
generate the real-time user interface based on the type of the role associated with the user.

### Claim 11 (depends on 8)

The computer program product according to claim 8, wherein the non-transitory computer-readable storage medium comprises computer-executable instructions for:
identifying unique identification information provided by the user during the during the real-time voice interaction; and
masking the unique identification information associated with the user provided during the real-time voice interaction.

### Claim 12 (depends on 8)

The computer program product according to claim 8, wherein the real-time voice interaction is associated with a first voice flow.

### Claim 13 (depends on 12)

The computer program product according to claim 12, wherein the non-transitory computer-readable storage medium comprises computer-executable instructions for allowing the user to initiate a second voice flow after completion of the first voice flow during the real-time voice interaction.

### Claim 14 (depends on 8)

The computer program product according to claim 8, wherein the non-transitory computer-readable storage medium comprises computer-executable instructions for generating a real-time utterance transcription associated with the real-time voice interaction.

### Claim 15

A computerized method for conversion of real-time voice logs to user interface logs for debugging of Interactive Voice Response (IVR) interactions, the method comprising:
determining that a user has initiated a real-time voice interaction with a voice interaction processing platform;
generating a real-time voice log associated with the real-time voice interaction;
parsing the real-time voice log, via a real-time parser;
converting, in real-time via a real-time converter, the parsed voice log to a real-time user interface log;
generating a real-time user interface comprising the real-time user interface log; and
displaying the real-time user interface comprising the real-time user interface log to the user for debugging the real-time voice interaction.

### Claim 16 (depends on 15)

The computerized method according to claim 15, wherein the method comprises
automatically identifying, via an artificial intelligence engine, an error associated with the real-time voice interaction;
generating one or more recommendations, via the artificial intelligence engine; and
displaying the error and the one or more recommendations in the real-time user interface log.

### Claim 17 (depends on 16)

The computerized method according to claim 16, wherein the method comprises
identify a role associated with the user;
determine a type of the role; and
generate the real-time user interface based on the type of the role associated with the user.

### Claim 18 (depends on 16)

The computerized method according to claim 16, wherein the method comprises
identifying unique identification information provided by the user during the during the real-time voice interaction; and
masking the unique identification information associated with the user provided during the real-time voice interaction.

### Claim 19 (depends on 15)

The computerized method according to claim 15, wherein the real-time voice interaction is associated with a first voice flow.

### Claim 20 (depends on 19)

The computerized method according to claim 19, wherein the method comprises allowing the user to initiate a second voice flow after completion of the first voice flow during the real-time voice interaction.