1. Field of the Invention
The present invention relates to the field of speech processing and, more particularly, to a novel way to implement and deploy interactive voice response (IVR) functionality within a telephony environment.
2. Description of the Related Art
Interactive Voice Response (IVR) systems are systems that permit callers to interact with one or more computer systems using voice input and/or a telephone keypad. IVR systems translate the caller provided input into a form comprehensible by computer systems resulting in programmatic responses being generated. IVR systems can interpret output resulting from the programmatic responses and provide appropriate feedback to the callers. The feedback is generally audibly presented to callers as automatically generated speech output.
In a conventional telephony architecture, an IVR application is generally implemented within an IVR server, which is communicatively linked to the telephony network. In one common arrangement, the IVR server can be connected to a caller via a switched voice network and can be connected to one or more computer systems through a data network. The IVR system can receive caller input via the switched voice network, translate the input, and convey the translated input to the computer system via the data network.
In an Advanced Intelligent Network (AIN) environment, telephony services can be hosted in computer nodes or network elements of a data network. When deployed within an AIN environment, the IVR system can be implemented as a particular network element that provides IVR functionality. Under a conventional approach, logic for interacting with IVR network elements can be included within different application server specific components. Deployment of IVR components within an application server and parameter adjustment and/or optimizations for the same can be application server specific modifications requiring the attention of a skilled technician.
Conventionally implemented IVR systems are generally proprietary systems, which can be highly expensive to implement and maintain. These propriety IVR systems typically utilize a proprietary interface, unique to that particular IVR system. Accordingly, integrating a computer system to a conventionally implemented IVR system can require a substantial amount of time. Additionally, an administrator maintaining the IVR system must learn proprietary scripting languages, IVR specific interfaces, and other IVR specific features. Thus, the administrator must often attend IVR specific training and expend time becoming proficient with a particular IVR system. Should the owner of the computer system choose to utilize a different IVR system, the administrator must attend new training, new interface adjustments must be made, and additional time must be spent to for the administrator to become proficient with the new IVR system.
Further, when updating conventionally implemented IVR systems to incorporate new technologies, the underlying architecture of the IVR system may have to be fundamentally altered. Architecture changes can be costly and time intensive to implement.