The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 06, 2012
Filed:
Jan. 07, 2009
Edward M. Lynch, Toronto, CA;
David D. Martin, Acton, MA (US);
Jared M. Michalec, Denver, CO (US);
Victor S. Moore, Lake City, FL (US);
Wendi L. Nusbickel, Boca Raton, FL (US);
Edward M. Lynch, Toronto, CA;
David D. Martin, Acton, MA (US);
Jared M. Michalec, Denver, CO (US);
Victor S. Moore, Lake City, FL (US);
Wendi L. Nusbickel, Boca Raton, FL (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
Problematic event data for problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a caller can be captured. The problematic event data can be analyzed for performance issues. A performance issue can represent an interactive segment of the IVR system operating at an unacceptable performance level. An IVR performance improvement action can then be determined to resolve the performance issue. The IVR performance improvement action can be conveyed to the IVR system. Execution of the IVR performance improvement action by the IVR system can reduce occurrences of the problematic events associated with the performance issue.