Patent ID: 8675826

Claim:
A method of providing IVR system detection and event management, the method comprising: (a) associating a signature with a user; (b) capturing a first set of metrics associated with a first set of uses of an IVR system by the user, the metrics of the first set comprising at least one of: (i) call flow navigation sequence, (ii) call termination point, or (iii) number turns per dialog; (c) storing the captured first set of metrics with the signature of the user; (d) defining a baseline sample based on the captured first set of metrics; (e) capturing a second set of metrics associated with real-time use of the IVR system by the user, the metrics of the second set comprising at least one of: (i) call flow navigation sequence, (ii) call termination point, or (iii) number turns per dialog; (f) defining a comparison sample based on the second set of metrics; (g) comparing the comparison sample to the baseline sample; (h) triggering an event when the step of comparing the comparison sample to the baseline sample reveals aberrance; and (i) based on user's the signature, providing the user with personalized options for call handling with real-time use of the IVR system by the user.