US 11,943,389 B2
System and methods for automated customer response system mapping and duplication
Geoff Willshire, Greenslopes (AU)
Assigned to Cyara Solutions Pty Ltd, Hawthorn (AU)
Filed by Cyara Solutions Pty Ltd, Hawthorn (AU)
Filed on Jul. 12, 2022, as Appl. No. 17/863,360.
Application 17/863,360 is a continuation of application No. 16/985,652, filed on Aug. 5, 2020, granted, now 11,489,962.
Application 16/985,652 is a continuation in part of application No. 16/379,084, filed on Apr. 9, 2019, abandoned.
Application 16/379,084 is a continuation of application No. 15/091,556, filed on Apr. 5, 2016, granted, now 10,291,776, issued on May 14, 2019.
Application 15/091,556 is a continuation in part of application No. 14/590,972, filed on Jan. 6, 2015, granted, now 10,091,356, issued on Oct. 2, 2018.
Prior Publication US 2023/0026071 A1, Jan. 26, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/493 (2006.01); G10L 15/22 (2006.01); H04M 3/24 (2006.01); H04M 7/12 (2006.01)
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
OG exemplary drawing
 
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.