Method and system for ai-based node traversal recalibration in interactive voice response system

A computer program product for AI-based node traversal recalibration in an interactive voice response (IVR) system, wherein the computer program product comprises at least one non-transitory computer-readable medium having computer-readable program code portion embodied therein, the computer-readable program code portions which when executed by a processing device are configured to cause a processor to:

• receive, using a contextual verbiage engine, an input, wherein the input is a user utterance or a refined text based on the user utterance;
• identify a user intent and an intent module associated with the user intent from the input;
• determine a current node based on the user intent and the intent module, and a node traversal map associated with the current node;
• determine alignment of the current node with an actual user intent, using an AI-based pre-trained model, based on the node traversal map and node traversal knowledge bases;
• and
• execute, in an instance where the current node fails to align with the actual user intent, an utterance recognition refinement engine, wherein the utterance recognition refinement engine is configured to:
• receive the user utterance;
• generate the refined text based on the user utterance;
• and transmit the refined text to the contextual verbiage engine.

A computer-implemented method for AI-based node traversal recalibration in an interactive voice response (IVR) system the method comprising:

• receiving, using a contextual verbiage engine, an input, wherein the input is a user utterance or a refined text based on the user utterance;
• identifying a user intent and an intent module associated with the user intent from the input;
• determining a current node based on the user intent and the intent module, and a node traversal map associated with the current node;
• determining alignment of the current node with an actual user intent, using an AI-based pre-trained model, based on the node traversal map and node traversal knowledge bases;
• and
• executing, in an instance where the current node fails to align with the actual user intent, an utterance recognition refinement engine, wherein the utterance recognition refinement engine is configured to:
• receive the user utterance;
• generate the refined text based on the user utterance;
• and transmit the refined text to the contextual verbiage engine.