Heuristic interactive voice response system
First Claim
Patent Images
1. A method comprising:
- providing a first interactive voice response (“
IVR”
) menu structure usable over a telephony communication channel by one or more users;
evaluating usage patterns of the IVR menu structure by a first of the one or more users;
automatically modifying the first IVR menu structure based on the evaluation of first user'"'"'s usage patterns to produce a second IVR menu structure; and
employing the second IVR menu structure in a subsequent IVR session with the first user.
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Abstract
A method is described comprising: providing a first interactive voice response (“IVR”) menu structure usable over a telephony communication channel by one or more users; evaluating usage patterns of the IVR menu structure by a first of the one or more users; automatically modifying the first IVR menu structure based on the evaluation of first user'"'"'s usage patterns to produce a second IVR menu structure; and employing the second IVR menu structure in a subsequent IVR session with the first user.
258 Citations
32 Claims
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1. A method comprising:
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providing a first interactive voice response (“
IVR”
) menu structure usable over a telephony communication channel by one or more users;
evaluating usage patterns of the IVR menu structure by a first of the one or more users;
automatically modifying the first IVR menu structure based on the evaluation of first user'"'"'s usage patterns to produce a second IVR menu structure; and
employing the second IVR menu structure in a subsequent IVR session with the first user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method comprising:
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providing a first interactive voice response (“
IVR”
) menu structure usable over a telephony communication channel by one or more users;
evaluating content associated with one or more menu items of the menu structure;
automatically modifying the first IVR menu structure based on the evaluation of the content associated with the one or more menu items; and
establishing a new IVR session to the first user employing the second IVR menu structure. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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20. A machine-readable medium having program code stored thereon which, when executed by a machine, cause the machine to perform the operations of:
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providing a first interactive voice response (“
IVR”
) menu structure usable over a telephony communication channel by one or more users;
evaluating usage patterns of the IVR menu structure by a first of the one or more users;
automatically modifying the first IVR menu structure based on the evaluation of first user'"'"'s usage patterns to produce a second IVR menu structure; and
employing the second IVR menu structure in a subsequent IVR session with the first user. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31)
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32. A system comprising:
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means for providing a first interactive voice response (“
IVR”
) menu structure usable over a telephony communication channel by one or more users;
means for evaluating usage patterns of the IVR menu structure by a first of the one or more users;
means for automatically modifying the first IVR menu structure based on the evaluation of first user'"'"'s usage patterns to produce a second IVR menu structure; and
means for employing the second IVR menu structure in a subsequent IVR session with the first user.
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Specification