Contact workflow testing and metrics generation

Patent metadata

Field	Value
Publication number	US-9961192-B1
Application number	US-201715463522-A
Country	US
Kind code	B1
Filing date	Mar 20, 2017
Priority date	Mar 20, 2017
Publication date	May 1, 2018
Grant date	May 1, 2018

Abstract

An interactive contact workflow system provides a graphical representation of a contact workflow in a graphical user interface (GUI) of an interactive contact run-time environment. The interactive contact workflow system receives a request to load response data for a previously recorded interaction with the contact workflow, retrieves the response data from a data store of stored response data, and receives a request to execute a first instruction block of the contact workflow within the interactive contact run-time environment. The interactive contact workflow system then executes the first instruction block by providing the first audio prompt of the first instruction block to an audio output interface of the client device, and provides a response from the response data to the first instruction block as a response to the first audio prompt.

First claim

What is claimed is:

1. A method comprising:
receiving, by an interactive contact workflow system, a request from a client device to load an interactive voice response (IVR) workflow into an interactive contact run-time environment, the IVR workflow comprising a plurality of instruction blocks, wherein a first instruction block of the plurality of instruction blocks comprises a first audio prompt and a first command to execute a second instruction block based at least in part on receiving a response to the first audio prompt, and wherein the first instruction block is associated with a first instruction block version identifier that identifies a version of the first audio prompt;
providing, by the interactive contact workflow system, a graphical representation of the IVR workflow for display in a graphical user interface (GUI), wherein the first instruction block and the second instruction block are displayed as visual objects within the GUI;
receiving a request to load response data for a previously recorded interaction with the IVR workflow;
retrieving the response data for the previously recorded interaction from a data store of stored response data, wherein the response data comprises a first response to the first prompt, and wherein the first response is associated with a first recorded instruction block version identifier that identifies a version of the first response to the first prompt;
receiving a request from the client device to execute the first instruction block of the IVR workflow within the interactive contact run-time environment;
executing the first instruction block by providing the first audio prompt of the first instruction block to an audio output interface of the client device;
determining that the first instruction block version identifier for the first prompt is compatible with the first recorded instruction block version identifier for the first response;
providing the first response from the response data to the first instruction block as a response to the first audio prompt;
determining the first command using the first response to the first audio prompt, the first command to execute the second instruction block; and
executing the first command to invoke the second instruction block.

2. The method of claim 1 , further comprising:
executing the second instruction block by providing a second audio prompt of the second instruction block to the audio output interface of the client device, wherein the
second audio prompt is associated with a second prompt version identifier;

retrieving, from the response data, a second response to the second prompt, wherein the second response is associated with a second recorded prompt version identifier;
determining that the second prompt version identifier for the second prompt is incompatible with the second recorded prompt version identifier for the second response;
sending a notification to the client device to provide a value for second response that is compatible with the second prompt;
receiving a compatible response from the client device; and

providing the compatible response to the second instruction block as a response to the second audio prompt.

3. The method of claim 1 , wherein the first instruction block is an entry point at a beginning of the IVR workflow, the method further comprising:
sending a notification to the client device to request a starting instruction block to execute in the IVR workflow; and
receiving a confirmation from the client device to set the starting instruction block to the entry point at the beginning of the IVR workflow.

4. The method of claim 1 , wherein the first instruction block is within the IVR workflow, the method further comprising:
receiving a notification from the client device that the first instruction block is a selected instruction block in the GUI;
sending a notification to the client device to request a starting instruction block to execute in the IVR workflow; and
receiving a confirmation from the client device to set the starting instruction block to the selected instruction block.

5. A method comprising:
providing, by an interactive contact workflow system, a graphical representation of an interactive voice response (IVR) workflow for display in a graphical user interface (GUI) of an interactive IVR run-time environment;
receiving a time period during which interactions with the IVR workflow were previously recorded;
determining a plurality of previously recorded interactions with the IVR workflow that occurred during the time period, wherein the plurality of previously recorded interactions comprises a captured response to a first prompt of the IVR workflow;
identifying a first previously recorded interaction from the plurality of previously recorded interactions;
determining that a workflow version identifier associated with the IVR workflow is compatible with a stored version identifier associated with the first previously recorded interaction, wherein the workflow version identifier identifies a version of the IVR workflow and the stored version identifier identifies a version of the first previously recorded interaction;
selecting the first previously recorded interaction;
calculating, by the interactive contact workflow system, statistical information for the first previously recorded interaction with the IVR workflow, wherein the statistical information indicates a distribution of values for the captured response across the plurality of previously recorded interactions; and
providing, by the interactive contact workflow system, a visual indicator for display within the GUI that graphically highlights the distribution of the values for the captured response.

6. The method of claim 5 , wherein the IVR workflow comprises a plurality of instruction blocks, wherein a first instruction block of the plurality of instruction blocks comprises the first prompt, a first command to execute a second instruction block based at least in part on receiving a first response value as a response to the first prompt, and a second command to execute a third instruction block based at least in part on receiving a second response value as a response to the first prompt.

7. The method of claim 6 , further comprising:
receiving a request to load the IVR workflow from a stored library of IVR workflows into the interactive IVR run-time environment;
loading the IVR workflow from the stored library of IVR workflows into the interactive IVR run-time environment; and
providing the first instruction block, the second instruction block, and the third instruction block of the IVR workflow for display as visual objects within the GUI.

8. The method of claim 6 , wherein determining that the workflow version identifier is compatible with the stored version identifier comprises determining that the workflow version identifier matches the stored version identifier.

9. The method of claim 6 , wherein calculating the statistical information comprises:
determining a first percentage value of the previously recorded interactions where the captured response to the first prompt matches the first response value; and
determining a second percentage value of the previously recorded interactions where the captured response to the first prompt matches the second response value.

10. The method of claim 9 , wherein displaying the visual indicator comprises:
providing a first visual indicator for display within the GUI that graphically depicts the first percentage value in proximity to the first command of the first instruction block; and
providing a second visual indicator for display within the GUI that graphically depicts the second percentage value in proximity to second command of the

Assignees

• Amazon Tech Inc

Inventors

• Demaio Pasquale
• Sullivan Joseph Daniel
• Philips David Adam

Classifications

• H04M2201/42

  Graphical user interfaces · CPC title

• G06F3/04845

  for image manipulation, e.g. dragging, rotation, expansion or change of colour · CPC title

• H04M3/242 Primary

  Software testing · CPC title

• H04M2203/355

  Interactive dialogue design tools, features or methods · CPC title

• G06F3/0481

  based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance · CPC title