US 12,225,157 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 Feb. 21, 2024, as Appl. No. 18/583,477.
Application 18/583,477 is a continuation of application No. 17/863,360, filed on Jul. 12, 2022, granted, now 11,943,389.
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 2024/0195914 A1, Jun. 13, 2024
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 computing device comprising a memory and a processor;
a contact center crawler comprising a first plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
establish a connection with an automated customer response system;
automatically navigate through the automated customer response system via queries from the contact center crawler and responses from the automated customer response system;
send navigation data comprising the queries and responses to a data model generator;
the data model generator comprising a second plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
map the navigation of the automated customer response system using the navigation data;
send the map as a data model comprising a graph, a tree, or a list of possible inputs and outputs for the automated customer response system to a customer experience (CX) model generator; and
the customer experience (CX) model generator comprising a third plurality of programming instructions stored in the memory which, when operating on the processor, causes the computing device to:
receive the data model from the data model generator; and
convert the data model into a CX model containing programming code sufficient to recreate the automated customer response system.