IVR VoiceObjects IDE for Real-Time Usage Analytics
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Solution Overview
Problem
Current IVR solutions lack real-time reporting and analysis capabilities to understand user behavior and application performance, making it difficult for developers and business analysts to identify and address 'hotspots' in self-help applications.
Innovation Solution
An integrated development and monitoring environment using VoiceObjects, which provides real-time reporting and analysis by dynamically generating Java or VoiceXML codes from pre-built software objects, allowing for the collection, aggregation, and display of usage statistics within the development environment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional IVR solutions are used, then basic telephony functions are provided, but real-time reporting and analysis capabilities are lacking
Solution Approach 1:
The patent implements preliminary action by pre-installing instrumentation code within VoiceObjects during the development phase. This code is embedded in the application before deployment, enabling automatic data collection at runtime without requiring post-deployment data extraction processes. The instrumentation captures user behavior, application performance, and transaction data as events occur, eliminating the need for time-consuming manual data extraction later.
Solution Approach 2:
The patent establishes a feedback loop where usage statistics are collected during runtime, automatically aggregated, and immediately made available for analysis. The system continuously monitors and feeds back performance data to developers and business analysts in real-time, enabling them to observe user behavior patterns, identify hotspots, and make immediate adjustments to the application without waiting for periodic data extraction cycles.
2Measurement precision
If manual data extraction processes are used, then usage statistics can be obtained, but the process is time-consuming and delays analysis
Solution Approach 1:
The patent implements self-service by enabling the IVR system to automatically collect, aggregate, and manage its own usage statistics without requiring external manual intervention. The instrumentation code embedded in VoiceObjects automatically captures data events during runtime, and the system autonomously aggregates this data, making it immediately available for analysis. This eliminates the need for manual data extraction processes while maintaining precise measurement of usage statistics.
3Adaptability or versatility
If application updates are deployed, then new features are added, but changes cannot be immediately reflected in analysis
Solution Approach 1:
The patent ensures continuity of useful action by maintaining uninterrupted data collection and analysis capabilities throughout the application lifecycle. When application updates are deployed, the instrumentation code continues to run seamlessly, automatically collecting data from both new and existing application components. The aggregated usage statistics are immediately updated and made available for analysis, ensuring that developers and business analysts can observe the impact of updates in real-time without any interruption or delay in the analysis process.
Data Source
AI summary
A self-help application such as in an interactive voice response (IVR) platform serving users is enabled for providing an integrated development (IDE) and monitoring environment. This provides real-time reporting and analysis on user behavior, application performance and transaction success. The application is coded in software objects (VoiceObjects) specific to the context of the application. These are pre-built objects that include dialog components, resource management, logic, actions, layer and business tasks. This object-oriented approach uncouples the underlying technology from the application and allows designers to build user-friendly applications. In one embodiment, Java or VoiceXML codes are generated dynamically from these objects and executed by a browser in the IVR. A set of core metrics is defined for each object type as well as configurable levels for these metrics. Data associated with individual objects are collected, aggregated, analyzed and displayed in context by the IDE.