Patent ID: 8130916

Claim:
A method for improving performance of an Interactive Voice Response (IVR) system comprising: capturing problematic event data for a plurality of problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a calling entity; analyzing the problematic event data for a performance issue; determining an IVR performance improvement action to resolve the performance issue; and conveying said IVR performance improvement action to the IVR system, wherein an execution of the IVR performance improvement action by the IVR system modifies operation of the IVR system to reduce occurrences of problematic events associated with the performance issue, wherein capturing of the problematic event, analyzing the problematic event data, and determining the IVR performance improvement action are performed in real-time by an IVR performance manager, wherein said IVR performance manager utilizes a Complex Events Processor (CEP) and a plurality of user-created CEP rules.