MODELING INTERACTIONS WITH A COMPUTER SYSTEM

In certain embodiments, a method for modeling interactions with a computer system includes collecting interaction information for each of a number of interaction sessions with a computer system, each interaction session being associated with a corresponding agent system and including one or more states and one or more state transitions. The interaction information for an interaction session includes data for the one or more states and the one or more state transitions of the interaction session. The method further includes, for each of the interaction sessions, identifying the one or more states encountered during the interaction session based on the collected interaction information and generating, based on the one or more states encountered during the interaction session, a trace of the interaction session. The method further includes generating, based on the traces of the interaction sessions, a model of the interaction sessions, the model including the traces for each of the interaction sessions.