Patent ID: 9172803
Filing Date: 2015-10-27
Classification: G10L,H04L,H04M

Abstract:
1. A method of operating a self-help application platform, comprising: providing an integrated development and analysis module with a library of prebuilt software voice objects for coding an application script to implement the self-help application; generating runtime codes dynamically from the software voice objects coded in the application script by, dragging and dropping the software voice objects, including generating personalized dialogs for calls at call time; executing the runtime codes with a browser to implement the self-help application; collecting usage and performance data associated with individual software voice objects during runtime and aggregating the data at a level of the individual software objects; and providing reports based on the collected usage and performance data associated with individual software voice objects using an integrated development and analysis module and using the aggregated data to automatically determine adjustment of object displays based upon defined core metrics and configurable levels of the metrics; displaying the reports in context of the individual software voice objects as represented in the integrated development and analysis module; wherein the reports include statistics of usage of a menu object in the application and provide information on dominant paths taken by callers including indicating percentages of menu object choices; wherein the reports include a tree view of aggregated software objects in a dialog flow and associated statistics of activity; and wherein the reports include time-dependent view of aggregate software objects and associated statistics of activity including tracking a caller's success in achieving specific tasks.