Path learning feature for an automated telemarketing system

• US 4,932,021 A
• Filed: 04/03/1989
• Issued: 06/05/1990
• Est. Priority Date: 04/03/1989
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: AT&T, Inc.
• Inventors: Moody, Taryn S.
• Primary Examiner(s): NOT, DEFINED
• Assistant Examiner(s): Marcelo, Melvin
• Application Number:
  US07/332,066
• Time in Patent Office: 428 Days
• Field of Search: 370/54, 370/60, 370/62, 370/94.1, 370/94.3, 379/67, 379/84, 379/88, 379/97, 340/825.02, 340/825.06, 340/825.15
• US Class Current: 379/88.23
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

In a telemarketing system in which responsive to system prompts a user selects a particular path through the system to peach a desired service offering, the present invention "learns" the path that the user repeatedly selects over a period of time and thereafter gives the user the option of advancing to the end point of that path without the user having to listen and respond to the system prompts.

Claims

1. Apparatus for use in a system of the kind which establishes a path from a common point to a desired service offering based on a user of said system entering a sequence of characters identifying said path, said path being one of a plurality of paths contained within said system, said apparatus comprising

means responsive to receipt of each of said sequence of characters for storing said characters in the order that they are received in a record associated with said user, each character of said stored sequence of characters being associated with a respective weight,

means for advancing said user to an end point of said one path as identified by the received sequence of characters, and

means thereafter operative each time said user subsequently accesses said system for extending to said user an option to advance to the end point of said one path when the weight of each character of said sequence at least equals the value of a respective threshold as a result of said user'"'"'s pattern of past usage of said system.

2. The apparatus set forth in claim 1 wherein said means for extending includes means operative when the weight of at least one of the characters of said stored sequence is less that the value of its respective threshold for extending to said user the option to advance to the end point of a path identified by a leading series of said sequence of characters when the weight of each character forming said leading series is at least equal to its respective threshold.

3. The apparatus set forth in claim 2 wherein said path identified by said series of characters is a subpath of said one path.

4. The apparatus set forth in claim 1 wherein said means for storing also includes means for storing in said user'"'"'s record at least another sequence of characters identifying another one of said paths, and wherein said means operative for extending includes means operative for extending to said user the option of advancing to the end point of said other path in the event that said user rejects the option to advance to the end point of said one path.

5. Apparatus for establishing a customized path contained within a telemarketing system, said customized path being one of a plurality of such paths identified by repective predetermined sequences of characters, said apparatus comprising

means responsive to receipt of each character of one of said sequences entered by a user of said system for storing each received character in a respective field of a record associated with said user so as to form a sequence of characters comprising the received character and each previously received character and for advancing said user to an end point of the path identified by the current sequence of received characters, each of said stored sequence of characters being associated with a respective weight,

means thereafter operative each time said user subsequently accesses said system for advancing said user to the end point of the path identified by the first N characters of said stored one sequence of characters when the weight of each of said first N characters at least equals a respective predetermined threshold as a result of said user accessing said system on prior occasions and entering said one sequence of characters, where N≧

1.

6. The apparatus set forth in claim 5 wherein said path identified by said first N characters is the path identified by said one sequence of characters when the weight of each character of that sequence at least equals its repective threshold.

7. The apparatus set forth in claim 5 wherein said path identified by said first N characters is a subpath of the path identified by said one sequence of characters.

8. The apparatus set forth in claim 5 wherein said means for storing also includes means for storing in said user'"'"'s record at least one another sequence of characters entered by said user, said other sequence of characters identifying another one of said paths, and wherein said means operative for advancing includes means for advancing said user to the end point of said other one of said paths in the event that said user rejects being advanced to the end point of the path identified by said first N characters.