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. 18, 2014
Filed:
Mar. 13, 2012
Stephen Nicholas Bittner, Clifton, VA (US);
Stephen Nicholas Bittner, Clifton, VA (US);
Convergys Customer Management Group, Inc., Cincinnati, OH (US);
Abstract
An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system, The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.