Dynamic Interactive Voice Response System Using Ontology and Java Expert System Shell

Abstract

Interactive Voice Response (IVR) System is a technology that permits automated technologies to interact by way of customers via voice or Dual Tone Multi Frequency (DTMF) signalling keypad. An IVR system (IVRS) receives a combination of speech telephone input and keypad choice and affords suitable responses in the custom of voice. This paper is about the Dynamic IVRS for service oriented applications. In this system the request and response are handled as a services. The services can co-operate with each further to convey sophisticated added-value services. Ontologies are designed to maintain the insufficient information, hidden facts, knowledge sharing and also to handle the complete service functionalities. An ontology is a depiction (like a proper specification of a program) of the concepts and relationships that can exist for a customer. This system uses Java Expert System Shell for dynamic menu generation. JESS is a rule-engine and scripting environment which has the capability to context analysing by its intelligence. The objective of this paper is to reduce the execution delay which is measured in terms of the call length. This research optimizes the search space using Finite State Machine (FSM). It leads to better utilization and virtualization of IVR system.