Customized interactive voice response menus
First Claim
1. A method for providing customized interactive voice response menus comprising the steps of:
- monitoring user interactions with an interactive voice response system;
storing usage data concerning said user interactions;
receiving a request to initiate an interactive voice response session;
determining an identity for a user making said request;
generating a menu for said user, wherein at least a portion of said menu is based upon said usage data; and
, sending said menu to said user.
2 Assignments
0 Petitions
Accused Products
Abstract
A method for providing customized interactive voice response menus can include monitoring user interactions with an interactive voice response system. Data concerning the user interactions can be stored. A request to initiate an interactive voice response session can be received. The interactive voice response system can determine an identity for a user making the request. The interactive voice response system can generate a customized menu for the user. At least a portion of the customized menu can be based upon the usage data. The customized menu can be presented to the user.
146 Citations
24 Claims
-
1. A method for providing customized interactive voice response menus comprising the steps of:
-
monitoring user interactions with an interactive voice response system;
storing usage data concerning said user interactions;
receiving a request to initiate an interactive voice response session;
determining an identity for a user making said request;
generating a menu for said user, wherein at least a portion of said menu is based upon said usage data; and
,sending said menu to said user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. A system for providing customized interactive voice response menus based upon previously stored interactions comprising:
-
an interactive voice response system configured to generate customized menus based on an identity of a user; and
,an interaction data store containing historical information about prior user interactions with said interactive voice response system, wherein said interactive voice response system generates at least a portion of said customized menus using said historical information. - View Dependent Claims (11, 12, 13, 14, 15)
-
-
16. A machine-readable storage, having stored thereon a computer program having a plurality of code sections executable by a machine for causing the machine to perform the steps of:
-
monitoring user interactions with an interactive voice response system;
storing usage data concerning said user interactions;
receiving a request to initiate an interactive voice response session;
determining an identity for a user making said request;
generating a menu for said user, wherein at least a portion of said menu is based upon said usage data; and
,sending said menu to said user. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24)
-
Specification