Method and system of reviewing the behavior of an interactive speech recognition application

Abstract

A method and apparatus are provided for improving the performance of an interactive speech application. The interactive speech application is developed and deployed for use by one or more callers. During execution, the interactive speech application stores, in a log, event information that describes each task carried out by the interactive speech application in response to interaction with the one or more callers. The application also stores one or more sets of audio information, in which each of the sets of audio information is associated with one or more utterances by one of the callers. Each of the sets of audio information is associated with one of the tasks represented in the log. After the log is established, an analytical report is displayed. The report describes selective actions taken by the interactive speech application while executing, and selective actions taken by one or more callers while interacting with the interactive speech application. Information in the analytical report is selected so as to identify one or more potential performance problems in the interactive speech application. While the analytical report is displayed, when the analytical report reaches a point at which the audio information was previously recorded and stored, the audio information may be replayed and analyzed. The interactive speech application is modified based on the analytical report. Accordingly, the interactive speech application may be improved based upon its actual performance, and its actual performance may be evaluated in detail based on specific call events and caller responses to application actions.