Automated Contact Center System Duplication via Crawler Mapping

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Solution Overview

Problem

Creating a new automated customer response system is labor-intensive, requiring significant effort to programmatically define menus and response trees, necessitating a more efficient method for system mapping and duplication.

Innovation Solution

A system and method utilizing a contact center crawler to connect with an existing automated contact center system, generate navigation data, and use a data model generator and CX model generator to create structured data and programmatic code that duplicates the automated customer response system.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If manual programming is used to define menu and response trees, then system functionality is complete and accurate, but development time and labor effort are excessive

Engineering Contradiction:

Improvesystem creation speedVSAvoiddevelopment time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system creates a digital replica of the existing automated contact center system by crawling its navigation structure and generating corresponding programmatic code. The crawler systematically explores menu options and response trees, capturing the complete navigation data, which is then transformed into a data model and finally into executable code that duplicates the original system's functionality, thereby eliminating manual programming effort

Inventive Principle:

Principle #26Copying

Solution Approach 2:

The invention replaces the manual mechanical process of programmatically defining menus and response trees with an automated computational system. The contact center crawler, data model generator, and CX model generator work together to automatically extract, structure, and code the navigation logic, substituting human labor with automated software agents that perform the system replication task

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Productivity

If automated crawling and code generation is used, then system creation time is reduced, but implementation complexity increases

Engineering Contradiction:

Improvesystem creation speedVSAvoidsystem implementation complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system breaks down the complex task of automated system replication into three distinct modular components: the contact center crawler that collects navigation data, the data model generator that structures the collected data, and the CX model generator that produces executable code. Each component performs a specific function and can be independently developed, tested, and maintained, reducing overall implementation complexity despite the automation capability

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS20250150531A1System And Methods For Automated Customer Response System Mapping And Duplication

Publication Date: 2025.05.08 CYARA SOLUTIONS PTY LTD

AI summary

A system and method for automated customer response system mapping and duplication comprising a contact center crawler which connects with an existing automated contact center system, generates navigation data for the automated contact center system by sending queries and receiving responses for each available option of the automated contact center system; a data model generator which creates a map of the navigation data in a structured data format; and a CX model generator which generates programmatic code representing the data model which duplicates the function of the automated customer response system.