Using the compound event processor, being the manner which improves the performance of the interactive voice recognition and response system dynamically and manner in order to improve

摘要

PROBLEM TO BE SOLVED: To provide a method, a system, and a computer program for dynamically improving performance of an interactive voice response system (IVR) using a complex event processor (CEP) in order to analyze problematic events which a user encounters.;SOLUTION: Problematic event data for problematic events that occur during interaction between the 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 the occurrences of the problematic events associated with the performance issue.;COPYRIGHT: (C)2010,JPO&INPIT