Telephonic communications – Audio message storage – retrieval – or synthesis – Interacting voice message systems
Reexamination Certificate
2006-05-02
2006-05-02
Tsang, Fan (Department: 2645)
Telephonic communications
Audio message storage, retrieval, or synthesis
Interacting voice message systems
C379S093080, C379S265030, C704S275000
Reexamination Certificate
active
07039166
ABSTRACT:
A system for visually representing user behavior within an interactive voice response (IVR) system of a call processing center generates a complete sequence of events within the IVR system for plural calls to the call processing center, the plurality of calls being recorded from end to end. A call flow of the IVR system is modeled as a non-deterministic finite-state machine, such that a start state of the finite-state machine represents a first prompt of the IVR system, other states of the finite-state machine represent subsequent prompts at which a branching occurs in the call flow of the IVR system, exit conditions are represented as end states, and transitions of the finite-state machine represent transitions between call flow states triggered by data inputted by a user or by internal processing of the IVR system. The complete sequences of events for the plural calls are provided to the finite-state machine to produce a two-way matrix of several counters. The data from the two-way matrix is represented as a state-transition diagram.
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Freeman Barbara
Peterson Patrick
Suhm Bernhard
Alston & Bird LLP
BBNT Solutions LLC
Gauthier Gerald
Suchyta, Esq. Leonard C.
Tsang Fan
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