Abstract: An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.

Abstract: A dialog management system functioned by a special search algorithm, the search algorithm comprises the rule of recognizing the phrase directly, converting the words into terms, filtering the adjacency terms and recognizing, the dynamic field the Dialog Management System comprises: an application conducting a predefined operation between a user and a terminal; an input unit receiving an utterance from the user; recognition unit recognizing and converting the received utterance from sound into sequential words in a written text; processor; wherein the processor comprises dynamic field recognition unit; conversion unit, filter unit, a matching unit; a database storing a dictionary that includes the all of the definition of words and the word-term list.