SYSTEM AND METHODS FOR AUTOMATED CUSTOMER RESPONSE SYSTEM MAPPING AND DUPLICATION

A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response ("IVR") system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may naviga...

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Bibliographic Details
Main Author Willshire, Geoff
Format Patent
LanguageEnglish
Published 25.03.2021
Subjects
ACOUSTICS
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
MUSICAL INSTRUMENTS
PHYSICS
SPEECH ANALYSIS OR SYNTHESIS
SPEECH OR AUDIO CODING OR DECODING
SPEECH OR VOICE PROCESSING
SPEECH RECOGNITION
TELEPHONIC COMMUNICATION
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Summary:A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response ("IVR") system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
Bibliography:Application Number: US202016985652