Patent ID: 6823054
Filing Date: 2004-11-23
Classification: H04M

Abstract:
A method of determining a complete sequence of events occurring within an interactive voice response (IVR) system of a call processing center, the IVR system able to automatically accept calls from callers and respond to input from callers, said method comprising the steps of:modeling a call flow of the IVR system as a non-deterministic finite-state automaton; splitting a recording of plural calls to the call processing center, such that each of the plural calls to the call center is in one audio file; for a plurality of calls, detecting a complete sequence of DTMF and/or speech input to the IVR system; for a plurality of calls, detecting selected prompts issued by the IVR system; and for a plurality of calls, inputting the detected sequence of DTMF and/or speech input as well as the detected prompts issued by the IVR system into the finite-state automaton to infer using the complete sequence of DTMF and/or speech input prompts that were issued by the IVR system but not detected, and thereby determine a call-event sequence for that call, wherein the call-event sequence includes information regarding how that call left the IVR system.