US 8,301,757 B2Granted

System and method for obtaining in-use statistics for voice applications in interactive voice response systems

AssigneeEnghouse Interactive Inc.

InventorsJon Catlin, James Bryan Rush

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Abstract

Systems and methods are provided for obtaining statistics from the use of a voice application. More particularly, the invention may comprise an interception engine that is configured to receive a document from an IVR application server and inject a marker(s) into the document, and pass the document on to an IVR browser. The interception engine is further configured to receive a response document from the IVR browser, remove the marker results, and pass the document on to the IVR application server. The marker results are used to create statistical information useful in the analysis of the operation of the voice application in the IVR system. In an exemplary embodiment, the markers are used in connection with a map of the call flow of the voice application.

Claims2

Dependent claims

A method for obtaining statistics related to the operation of an Integrated Voice Response (IVR) system comprising an IVR application server and an IVR browser, said method comprising the steps of:

receiving a document response from said IVR application server;
dynamically injecting at least one marker into said document response before it is executed;
passing said document response on to said IVR browser;
receiving a document submit from said IVR browser;
removing marker results from said document submit;
passing said document submit on to said IVR application server;
and
automatically detecting a call flow path of a voice application having a plurality of dialog states through the steps of:
identifying, in an automated manner, said plurality of dialog states of said voice application through execution of said voice application based on said marker results;
and
identifying at least one relationship between said plurality of dialog states.

8 more elements

Dependencies are inferred from the claim text.

Facts

Application: 12/136,561Filed 10 Jun 2008 · continuation in part
Priority: 11 Jun 2007
Published: US 2008/0304632 A111 Dec 2008
Granted: 30 Oct 2012
Term ends: Not estimatedThe source records don’t support an estimate.

Classification2 codes

H04M 3/4938
Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice…
H04M
Telephonic communication

Family

Application11/761,162Parent of this continuation-in-part · filed 11 Jun 2007
US 2008/0304632 A1Pre-grant publication · published 11 Dec 2008
US 2008/0304650 A1Published application
US 8,423,635 B2Related patent
US 8,301,757 B2This patent

From the US filing history. Foreign family members aren’t listed.