Granted Patent B2

US 12,225,157 · App. 18/583,477 · Granted Feb 11, 2025

Inventor: Geoff Willshire (Greenslopes, AU)

Assignee: Cyara Solutions Pty Ltd

H04M3/493G10L15/22H04M3/24H04M3/4938H04M7/1295

Abstract

Claims (38)

1. A system for automated customer response system mapping and duplication, comprising:

a computing device comprising a memory and a processor;

a contact center crawler comprising a first plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:

establish a connection with an automated customer response system;

automatically navigate through the automated customer response system via queries from the contact center crawler and responses from the automated customer response system;

send navigation data comprising the queries and responses to a data model generator;

the data model generator comprising a second plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:

map the navigation of the automated customer response system using the navigation data;

send the map as a data model comprising a graph, a tree, or a list of possible inputs and outputs for the automated customer response system to a customer experience (CX) model generator; and

the customer experience (CX) model generator comprising a third plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:

receive the data model from the data model generator; and

convert the data model into a CX model containing programming code sufficient to recreate the automated customer response system.

2. The system of claim 1 , wherein:

the automated customer response system comprises an interactive voice response (IVR) system; and

the system for automated customer response system mapping and duplication further comprises an automated speech recognition module comprising a fourth plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:

receive some or all of the queries and the responses in audio form from the contact center crawler;

convert the received audio queries and responses to text; and

send the text to the contact center crawler.

3. The system of claim 2 , wherein the data model is converted into a structured data format for export and import into another platform for the purposes of reproducing the original IVR structure in another system.

4. The system of claim 1 , wherein the contact center crawler, data model generator, and CX model generator are located on an internal network connected to a contact center.

5. A method for automated customer response system mapping and duplication, comprising the steps of:

using a contact center crawler operating on a computing device comprising a memory and a processor to perform the steps of:

establishing a connection with an automated customer response system;

automatically navigating through the automated customer response system via queries from the contact center crawler and responses from the automated customer response system;

sending navigation data comprising the queries and response to a data model generator operating on the computing device;

using the data model generator to perform the steps of:

mapping the navigation of the automated customer response system using the navigation data;

sending the map as a data model comprising a graph, a tree, or a list of possible inputs and outputs for the automated customer response system to a customer experience (CX) model generator operating on the computer system; and

using the customer experience (CX) model generator to perform the steps of:

receiving the data model from the data model generator; and

converting the data model into a CX model containing programming code sufficient to recreate the automated customer response system.

6. The method of claim 5 , wherein the automated customer response system comprises an interactive voice response (IVR) system; and further comprising the steps of:

using an automated speech recognition module operating on the computing device to perform the steps of:

receiving some or all of the queries and the responses in audio form from the contact center crawler;

converting the received audio queries and responses to text; and

sending the text to the contact center crawler.

7. The method of claim 6 , wherein the data model is converted into a structured data format for export and import into another platform for the purposes of reproducing the original IVR structure in another system.

8. The method of claim 5 , wherein the contact center crawler, data model generator, and CX model generator, are located on an internal network connected to a contact center.

Assignments (1)

Continuity (6)

References Cited (115)