System and method for obtaining in-use statistics for voice applications in interactive voice response systems
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.
1. 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.
2. The method of claim 1 , further comprising the steps of:
providing a signal to said IVR application server running said voice application, wherein said signal initiates a call with said IVR application server;
receiving a first set of information from said IVR application server;
executing instructions in said first set of information and receiving a second set of information;
creating a unique identifier (ID) for one of said plurality of dialog states, wherein said unique ID is based on said first and second sets of information;
providing an input to said IVR application server to cause said voice application to move to another dialog state; and
storing said unique ID and other information associated with said dialog state.