Automated IVR Call Flow Detection via VoiceXML Parsing
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Solution Overview
Problem
Existing IVR systems require extensive manual effort and time to test complex call flow paths, making it impractical to ensure all dialog states correctly link, and current load testing tools lack insight into the actual behavior of voice applications.
Innovation Solution
An automated system and method using an exploration engine to identify and map call flow paths by analyzing VoiceXML documents, grammars, and audio files, enabling direct interaction with the voice application to discover dialog states and their relationships.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual testing of IVR call flow paths is performed, then testing coverage can be achieved, but time consumption and human effort increase significantly
Solution Approach 1:
The system enables self-service testing by automatically generating test scripts from VoiceXML documents and executing them without human intervention. The exploration engine autonomously navigates through dialog states, generates test cases, and produces test reports, eliminating the need for manual tester involvement while maintaining comprehensive testing coverage
Solution Approach 2:
The system creates virtual copies of the IVR application's call flow by parsing VoiceXML documents to generate executable test scripts. These scripts replicate the actual dialog states and transitions, allowing automated testing that mirrors manual testing processes but executes much faster without requiring physical human interaction
2Reliability
If comprehensive testing of all call flow paths is performed, then system reliability improves, but the complexity of testing increases
Solution Approach 1:
The testing system segments the complex IVR application into individual dialog states and transitions by parsing VoiceXML documents. Each dialog state is identified and tested separately through generated test scripts, allowing comprehensive coverage of all paths while managing complexity through systematic division of the testing task into manageable units
Solution Approach 2:
The exploration engine serves multiple functions: it parses VoiceXML documents, generates test scripts, executes tests, and produces reports. This multi-functional approach consolidates what would otherwise require separate complex tools and processes, reducing overall testing complexity while maintaining comprehensive reliability testing
3Measurement precision
If load testing tools are used to detect deviations, then application response can be monitored, but insight into actual voice application behavior is lost
Solution Approach 1:
The system introduces an intermediary exploration engine that sits between the load testing tools and the IVR application. This intermediary parses VoiceXML documents to understand the actual dialog states and behaviors, then generates targeted test scripts that provide both response monitoring and behavioral insight, bridging the gap between metric collection and meaningful interpretation
Data Source
AI summary
A method and exploration engine for automatically detecting a call flow path of a voice application having a plurality of dialog states, the method comprising the steps of: identifying, in an automated manner, the plurality of dialog states of the voice application through execution of the voice application; and identifying at least one relationship between the plurality of dialog states. The method may further comprise some of the following steps: creating a unique identifier (ID) for one of the plurality of dialog states, wherein the unique ID is based on information received when executing the voice application, wherein the information comprises attributes associated with one of the plurality of dialog states; storing the unique ID and other information associated with the dialog state; and graphically illustrating a call flow path of the voice application based on the unique ID and other information stored in the database.