Method and apparatus for enhancing an interactive voice response (IVR) system

A system for enhancing an interactive voice response (IVR) system, the system comprising:

• a processor;
• and
• a memory with computer code instructions stored thereon, the memory operatively coupled to the processor such that the computer code instructions cause the processor to implement:
• an inspecting module, disposed at a viewpoint between the IVR system and a user of the IVR system, configured to (i) identify an operative IVR system set up to produce IVR-unique communications, and (ii) determine one or more states representing choices available to a user to navigate the IVR system;
• a composing module configured to compose visual representations of the states of the IVR system to display to the user;
• and
• an interface configured to enable user interaction with the IVR system via the visual representations.

A non-transitory, tangible, computer readable medium having computer readable program codes embodied therein for enhancing an interactive voice response (IVR) system, the computer readable program codes including instructions that, when executed by a processor, cause the processor to:

• identify an operative IVR system configured to produce IVR-unique communications, by evaluating the IVR-unique communications conveyed by the IVR system as the IVR-unique communications traverse a network, from a viewpoint between the IVR system and a user of the IVR system;
• modifying the IVR system by:
• inspecting, through the network and from the viewpoint between the IVR system and a user of the IVR system, a decision tree structure of the IVR system to determine one or more states-representing choices of a user's navigation of the IVR system;
• composing visual representations of the states of the IVR system to display to a user on the decision tree structure;
• defining a user's navigation of the IVR system;
• and
• enabling user interaction with the IVR system via the visual representations.