CPC H04M 3/493 (2013.01) [G10L 15/22 (2013.01); H04M 3/24 (2013.01); H04M 3/4938 (2013.01); H04M 7/1295 (2013.01)] | 8 Claims |
1. A system for automated customer response system mapping and duplication, comprising:
a contact center crawler comprising a first plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor, cause the computing device to:
establish a connection with a contact center;
wherein the contact center utilizes an automated customer response system;
receive one or more communications from the automated customer response system;
record and store the communications received;
automatically navigate through the automated customer response system;
traverse back-end code of an automated customer response system, in cases where back-end access is obtainable;
send data comprising the specified queries of the contact center crawler, and the responses from the contact center and automated customer response system, to a model generator;
a data model generator comprising a second plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device, wherein the second plurality of programming instructions, when operating on the processor, cause the computing device to:
map the navigation of the automated customer response system;
traverse and map the code comprising the automated customer response system, as received from the contact center crawler;
record and store the path of the code analyzed as a graph, tree, or map of possible inputs and outputs for an automated response system; and
a CX model generator comprising a third plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device, wherein the third plurality of programming instructions, when operating on the processor, cause the computing device to:
receive a data model from a model generator wherein the data model from the model generator comprises query and response models of a contact center's automated customer response system; and
convert the data models into a CX model containing the code needed to recreate such a contact center based on the data model.
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