Patent ID: 11943389
Assignee: CYARA SOLUTIONS PTY LTD
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 4:
5. A method for automated customer response system mapping and duplication, comprising the steps of:
establishing a connection with a contact center, using a contact center crawler;
wherein the contact center utilizes an automated customer response system, using a contact center crawler;
receiving one or more communications from the automated customer response system, using a contact center crawler;
recording and storing the communications received, using a contact center crawler;
navigating through the automated customer response system, using a contact center crawler;
traversing back-end code of an automated customer response system, in cases where back-end access is obtainable, using a contact center crawler;
sending data comprising the specified queries of the contact center crawler, and the responses from the contact center and automated customer response system, to a data model generator, using a contact center crawler;
mapping the navigation of the automated customer response system using a data model generator;
traversing and mapping the code comprising the automated customer response system, as received from the contact center crawler, using a data model generator;
recording and storing the path of the code analyzed as a graph, tree, or map of possible inputs and outputs for an automated response system, using a data model generator;
receiving a data model from a data model generator, using a CX model generator;
wherein the data model from the data model generator comprises query and response models or maps of a contact center's automated customer response system, using a CX model generator; and
converting the data models into a CX model containing the code needed to recreate such a contact center based on the CX model generated, using a CX model generator.