Barbara F Freeman

US Patent:

7039166, May 2, 2006

Filed:

Mar 4, 2002

Appl. No.:

10/090579

Inventors:

Patrick Peterson - Cambridge MA, US
Bernhard Suhm - Cambridge MA, US
Barbara Freeman - North Billerica MA, US

Assignee:

Verizon Corporate Services Group Inc. - New York NY
BBNT Solutions LLC - Cambridge MA

International Classification:

H04M 11/00

US Classification:

379 8818, 379 9308, 37926503, 704275

Abstract:

A system for visually representing user behavior within an interactive voice response (IVR) system of a call processing center generates a complete sequence of events within the IVR system for plural calls to the call processing center, the plurality of calls being recorded from end to end. A call flow of the IVR system is modeled as a non-deterministic finite-state machine, such that a start state of the finite-state machine represents a first prompt of the IVR system, other states of the finite-state machine represent subsequent prompts at which a branching occurs in the call flow of the IVR system, exit conditions are represented as end states, and transitions of the finite-state machine represent transitions between call flow states triggered by data inputted by a user or by internal processing of the IVR system. The complete sequences of events for the plural calls are provided to the finite-state machine to produce a two-way matrix of several counters. The data from the two-way matrix is represented as a state-transition diagram.