Patent ID: 8868424

Claim:
A computer-implemented method, comprising: a computer defining a set of interactive voice response data collection objects (IDCO) for a call flow in a speech application, wherein the set comprises a plurality of types of IDCO, each type of IDCO indicating at least one of a type of interaction and indicating a processing action on collected data; the computer instantiating a first dialog state entry IDCO for a first call from a first caller, the first call processed by an interactive voice response (IVR) system; the computer instantiating a first dialog state exit IDCO upon a recognition by the computer of a first response by the first caller to a first request provided by the computer; the computer instantiating a first point of decision IDCO to determine a recognition confidence level for the first response; the computer instantiating a second dialog state entry IDCO for the first call based on the computer determining a medium recognition confidence level for the first response; the computer one of positively confirming the first response with the first caller, instantiating a second dialog state exit IDCO, and transferring the first call to an operator in a manner defined in a first call transfer IDCO and not positively confirming the first response with the first caller and instantiating a third dialog state exit IDCO; the computer, based on not positively confirming the first response, instantiating a third dialog state entry IDCO, providing a second request, and receiving a second response; and the computer returning the first call to the first point of decision IDCO to determine a recognition confidence level for the second response; and the computer collecting data using the IDCOs during execution of the speech application wherein the computer uses a benchmarking and bootstrapping engine to apply bootstrapping techniques on the collected data and make predictions on the effectiveness of technology changes.