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Methods, Systems, and Products for Dynamically-Changing IVR Architectures

  • US 20100272246A1
  • Filed: 07/02/2010
  • Published: 10/28/2010
  • Est. Priority Date: 12/14/2005
  • Status: Active Grant
First Claim
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1. A method for dynamically changing an Interactive Voice Response (IVR) system, comprising:

  • monitoring cumulative responses from callers to a hierarchical menu of prompts in the IVR system;

    retrieving a threshold associated with each tier in the hierarchical menu of prompts, each threshold representing a minimum number of responses to a prompt that are required for occupying a tier within the hierarchical menu of prompts;

    promoting the prompt from a lower tier to a higher tier within the hierarchical menu of prompts when a cumulative number of responses to the prompt equals or exceeds the threshold associated with the higher tier; and

    dynamically rearranging the hierarchical menu of prompts.

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