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21.发明公开公开(公告)号：US20240202747A1
公开(公告)日：2024-06-20
申请号：US18589208
申请日：2024-02-27
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Linda Chen
IPC: G06Q30/0201
CPC classification number: G06Q30/0201
Abstract: A system and method for autogenerated synthetic operational customer satisfaction scoring and analysis, that generates synthetic calls for a first configuration of an enterprise's customer service infrastructure components, monitors the synthetic calls for a plurality of events that may represent infrastructure related operational deficiencies that may adversely affect customer satisfaction and sentiment, assigns synthetic operational scores for each event, generates an overall synthetic operational customer satisfaction score for each synthetic call, suggests a second configuration of the enterprise's customer service infrastructure components which is likely to improve the overall score, and which, in some embodiments, uses machine learning to optimize the configurations and suggest improved configurations.
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公开(公告)号：US11790886B2
公开(公告)日：2023-10-17
申请号：US17091370
申请日：2020-11-06
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Thomas Fejes
Abstract: A system for synthesizing real IVR scenarios, automatically reproducing test scenarios, and providing accurate reports on those scenarios. An IVR tester uses a telephony device (website, mobile app, VOIP, etc.) and an automated IVR test case generator to place test calls to an IVR system. The automated IVR test case generator intercepts and collects the phone call's audio stream, dual-tone multi-frequency signals, and available metadata (e.g., response times, post-speech silence timeout, etc.). Once the call is complete, the automated IVR test case generator pre-populates a webpage or other user-interface technology and a database with the audio stream, dual-tone multi-frequency signals, and available metadata from the test scenario phone call. The IVR tester may then save that test scenario and continue to the next scenario. The saved scenario may now be used automatically by the IVR test case generator for regression testing or duplicated and edited for use in other systems.
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公开(公告)号：US20220148568A1
公开(公告)日：2022-05-12
申请号：US17091370
申请日：2020-11-06
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Thomas Fejes
Abstract: A system for synthesizing real IVR scenarios, automatically reproducing test scenarios, and providing accurate reports on those scenarios. An IVR tester uses a telephony device (website, mobile app, VOIP, etc.) and an automated IVR test case generator to place test calls to an IVR system. The automated IVR test case generator intercepts and collects the phone call's audio stream, dual-tone multi-frequency signals, and available metadata (e.g., response times, post-speech silence timeout, etc.). Once the call is complete, the automated IVR test case generator pre-populates a webpage or other user-interface technology and a database with the audio stream, dual-tone multi-frequency signals, and available metadata from the test scenario phone call. The IVR tester may then save that test scenario and continue to the next scenario. The saved scenario may now be used automatically by the IVR test case generator for regression testing or duplicated and edited for use in other systems.
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公开(公告)号：US11265272B2
公开(公告)日：2022-03-01
申请号：US16877867
申请日：2020-05-19
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: H04L12/58 , H04L29/08 , H04L51/046 , H04M3/51 , H04M3/32 , H04L67/02 , H04M3/28 , H04L51/02 , H04M7/00 , H04L43/55 , H04L41/50 , H04L43/50 , H04L51/00 , H04L51/04
Abstract: A system for flexible and scalable automated end-to-end chat-based contact center testing, having a test case management platform, a chat cruncher, a contact center manager, a chat classifier, a desktop automation engine, and headless browser-based virtual agents and customers. The test case management platform allows a user to configure operation of the system. The chat cruncher operates a plurality of virtual customers. The contact center manager operates a plurality of virtual agents to participate in chat session with virtual customers.
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公开(公告)号：US11010704B2
公开(公告)日：2021-05-18
申请号：US16189811
申请日：2018-11-13
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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Patent Agency Ranking
公开(公告)号：US20190342450A1
公开(公告)日：2019-11-07
申请号：US16379084
申请日：2019-04-09
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Ian Ng , Thomas Fejes
Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for using an IVR crawler to perform a system migration.
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公开(公告)号：US10291776B2
公开(公告)日：2019-05-14
申请号：US15091556
申请日：2016-04-05
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire , Ian Ng , Thomas Fejes
Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for using an IVR crawler to perform a system migration.
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公开(公告)号：US20180315000A1
公开(公告)日：2018-11-01
申请号：US15632369
申请日：2017-06-25
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: G06Q10/06395 , G06Q10/06316 , G06Q10/10 , G06Q30/016 , H04L51/02 , H04L51/30 , H04W4/14 , H04W88/16
Abstract: A system and method for automated multi-channel customer journey testing, that links communication channels and follows a customer interaction across multiple channels as a single journey, incorporating data and interaction content from each channel utilized to maintain a “big picture” view of a customer's journey across these channels during an interaction. The invention also provides flexible success indicators to accommodate virtual assistant and chat bot programs, by accommodating variances in expected test results such as to handle natural language variance, time of day, context, and other factors that may cause variances in interaction content.
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公开(公告)号：US20160261738A1
公开(公告)日：2016-09-08
申请号：US15157384
申请日：2016-05-17
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
CPC classification number: H04M3/323 , G10L25/60 , H04M3/2236 , H04M3/51 , H04M3/5183 , H04R5/027
Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.
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公开(公告)号：US20160198045A1
公开(公告)日：2016-07-07
申请号：US14590972
申请日：2015-01-06
Applicant: Cyara Solutions Pty Ltd
Inventor： Alok Kulkarni , Geoff Willshire
IPC: H04M3/493
CPC classification number: H04M3/4938 , H04M3/242 , H04M3/28 , H04M3/5166 , H04M2203/355
Abstract: A system for interactive voice response system crawling, comprising an IVR crawler that may be VXML, design specification, DTMF or ASR/NLSR speech-based in nature and traverses an IVR menu to discover possible interaction paths and produces test cases based on those paths, and a database that stores test cases produced by the IVR crawler during operation, and a method for interactive voice response system crawling utilizing the IVR crawler of the invention.
Abstract translation: 一种用于交互式语音响应系统爬行的系统，包括可以是VXML，设计规范，基于语音的DTMF或ASR / NLSR的IVR爬虫，并且遍历IVR菜单以发现可能的交互路径并且基于这些路径产生测试用例， 以及存储由操作中的IVR爬行器生成的测试用例的数据库，以及利用本发明的IVR履带式的交互式语音应答系统爬行的方法。
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