Method for analysing an interactive voice response system
View Patent ↗Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.
1. A method for analysing an interactive voice response (IVR) system, the method comprising:
issuing at least one prompt from the IVR system;
receiving user input made in response to each issued prompt;
displaying each issued prompt to an operator; and
receiving input data from the operator based on each displayed prompt, the data defining at least one of (a) whether any redesign of the IVR system is recommended, and (b) a recommended redesign of the IVR system.
2. A method according to claim 1 , wherein each issued prompt is a spoken prompt.
3. A method according to claim 1 , wherein the user input is received by a speech recognition system adapted to convert spoken user input into a form understandable by the IVR system.
4. A method according to claim 1 , wherein each issued prompt forms part of a set of predefined prompts, which collectively define a menu of options for selection by a user.
5. A method according to claim 4 , wherein the set of predefined prompts includes one or more sub-menus.
6. A method according to claim 4 , wherein the step of displaying each issued prompt to the operator comprises displaying a visual representation of the menu of options and highlighting the options selected by the user.
7. A method according to claim 4 , wherein the step of receiving input data from the operator comprises receiving user input defining alterations to the menu of options.
8. A method according to claim 1 , wherein the step of displaying each issued prompt issued by the IVR system to the operator comprises displaying a visual representation of the user input made in response to each prompt from the IVR system.
9. A method for analysing an interactive voice response (IVR) system, the method comprising;
issuing at least one prompt from the IVR system;
receiving user input made in response to each issued prompt;
displaying each issued prompt to an operator;
receiving input data from the operator based on each displayed prompt, the data defining at least one of (a) whether redesign of the IVR system is recommended, and (b) a recommended redesign of the IVR system;
wherein the system is further capable of:
automatically detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events;
automatically taking a predefined action in response to the detection of one or more of the unexpected events; and
wherein each issued prompt forms part of a set of prompts, which collectively define a menu of options for selection by a user.
10. A method according to claim 9 , wherein each issued prompt is a spoken prompt.
11. A method according to claim 9 , wherein the user input is received by a speech recognition system adapted to convert spoken user input into a form understandable by the IVR system.
12. A method according to claim 9 , wherein the set of predefined prompts includes one or more sub-menus.
13. A method according to claim 12 , wherein the set of rules includes one or more rules which analyse whether the received user input is related to a sub-menu other than the a current sub-menu.
14. A method according to claim 13 , wherein the predefined action is to cause the IVR system to issue the prompts forming the sub-menu related to the received user input.
15. A method according to claim 9 , wherein the set of rules includes one or more rules which analyse whether the received user input is recognisable by the IVR system.
16. A method according to claim 9 , wherein the set of rules includes one or more rules which analyse whether a particular prompt has been issued already to the user and/or whether user input has already been received from the user in response to an issued prompt.
17. A method according to claim 9 , wherein the predefined action is to cause the IVR system to redirect the user to an operator for assistance.
18. A method according to claim 9 , wherein the predefined action is to store the prompts issued by the IVR system and the user input received in response to the prompts for analysis by an operator.
19. An IVR system comprising a processor adapted to perform the method of claim 1 .
20. A non-transitory computer-readable medium upon which a computer program comprising a set of instructions is stored for performing the method of claim 1 where the computer program is executed on a processor.
21. A method according to claim 16 , wherein the set of predefined prompts includes one or more sub-menus and the set of rules includes one or more rules which analyze whether the user is in a loop between sub-menus.