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:
Apr. 22, 2014
Filed:
Mar. 22, 2010
Fei Chen, Green Brook, NJ (US);
Lorraine Denby, Berkeley Heights, NJ (US);
Wen-hua Ju, Monmouth Junction, NJ (US);
James M. Landwehr, Summit, NJ (US);
Patrick Tendick, Basking Ridge, NJ (US);
Fei Chen, Green Brook, NJ (US);
Lorraine Denby, Berkeley Heights, NJ (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
James M. Landwehr, Summit, NJ (US);
Patrick Tendick, Basking Ridge, NJ (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.