Voice menu optimization method and system
First Claim
1. In a communications system including a telephone having a plurality of dialing buttons and a voice response unit for providing voice prompts in a voice menu to a caller to select sequences of pluralities of the dialing buttons to achieve desired actions, including a shortcut message in the voice menu that prompts a caller to select a shortcut button to achieve a shortcut action, a method to automatically adaptively substitute a single button sequence for a selected action, comprising:
- automatically accumulating counts with a voice menu optimization program, related to frequencies of occurrence of a plurality of actions prompted by said voice menu;
each of said plurality of actions being associated with a corresponding message in said voice menu that prompts a caller to select a button to achieve the action;
automatically ranking said plurality of actions with said voice menu optimization program, by their respective accumulated counts;
automatically determining with said voice menu optimization program, if any one of said plurality of actions has an accumulated count greater than an accumulated count of said shortcut action; and
automatically substituting said one of said plurality of actions and a corresponding message for said shortcut action and said shortcut message in said voice menu in response to said determining step.
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Abstract
A method and system adaptively substitutes a single dialing button sequence for a selected action in a voice menu of a telephone system. A shortcut message in the voice menu prompts a caller to select a shortcut button to achieve a shortcut action. The system then accumulates counts related to frequencies of occurrence of a plurality of actions prompted by the voice menu. The system then ranks the plurality of actions by their respective accumulated counts and determines if any one of the plurality of actions has an accumulated count greater than an accumulated count of the shortcut action. If it does, then the system causes the substitution the one of the plurality of actions and a corresponding message for the shortcut action and the shortcut message in the voice menu.
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Citations
24 Claims
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1. In a communications system including a telephone having a plurality of dialing buttons and a voice response unit for providing voice prompts in a voice menu to a caller to select sequences of pluralities of the dialing buttons to achieve desired actions, including a shortcut message in the voice menu that prompts a caller to select a shortcut button to achieve a shortcut action, a method to automatically adaptively substitute a single button sequence for a selected action, comprising:
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automatically accumulating counts with a voice menu optimization program, related to frequencies of occurrence of a plurality of actions prompted by said voice menu; each of said plurality of actions being associated with a corresponding message in said voice menu that prompts a caller to select a button to achieve the action; automatically ranking said plurality of actions with said voice menu optimization program, by their respective accumulated counts; automatically determining with said voice menu optimization program, if any one of said plurality of actions has an accumulated count greater than an accumulated count of said shortcut action; and automatically substituting said one of said plurality of actions and a corresponding message for said shortcut action and said shortcut message in said voice menu in response to said determining step. - View Dependent Claims (2, 3, 4, 5, 6)
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7. In a communications system including a telephone having a plurality of dialing buttons and a voice response unit for providing voice prompts in a voice menu to a caller to select sequences of pluralities of the dialing buttons to achieve desired actions, a system to adaptively substitute a single button sequence for a selected action, comprising:
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a control processor coupled to the voice response unit, having a memory storing a shortcut message in a voice menu that prompts a caller to select a shortcut button to achieve a shortcut action; a voice menu optimization program in the memory, executable by said control processor; a counter in said control processor, accumulating counts related to frequencies of occurrence of a plurality of actions prompted by said voice menu, under control of said voice menu optimization program; each of said plurality of actions being associated with a corresponding message in said voice menu that prompts a caller to select a button to achieve the action; said voice menu optimization program in the memory, ranking said plurality of actions by their respective accumulated counts; said voice menu optimization program determining if any one of said plurality of actions has an accumulated count greater than an accumulated count of said shortcut action; and said voice menu optimization program automatically causing substitution of said one of said plurality of actions and a corresponding message for said shortcut action and said shortcut message in said voice menu. - View Dependent Claims (8, 9, 10, 11, 12)
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13. In a communications system including a telephone having a plurality of dialing buttons and a voice response unit for providing voice prompts in a voice menu to a caller to select sequences of plural dialing buttons to traverse desired paths in the voice menu, a method to automatically adaptively substitute a single button sequence as a shortcut path, comprising:
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automatically accumulating counts of traversing each of a plurality of paths in said voice menu with a voice menu optimization program, each path beginning at an origin button and ending at a destination button; automatically ranking said plurality of counts and determining if any one of said plurality of counts is greater than a threshold value, corresponding to a maximum weighted path with said voice menu optimization program; and automatically substituting a shortcut path for said maximum weighted path with said voice menu optimization program. - View Dependent Claims (14, 15, 16, 17, 18)
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19. In a communications system including a telephone having a plurality of dialing buttons and a voice response unit for providing voice prompts in a voice menu to a caller to select sequences of plural dialing buttons to traverse desired paths in the voice menu, a system to adaptively substitute a single button sequence as a shortcut path, comprising:
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a control processor coupled to the voice response unit, having a memory storing a shortcut message in a voice menu that prompts a caller to select a shortcut button to achieve a shortcut path; a voice menu optimization program in the memory, executable by said control processor; a counter in said control processor, accumulating counts of traversing each of a plurality of paths in said voice menu, under control of said voice menu optimization program, each path beginning at an origin button and ending at a destination button; said voice menu optimization program in the memory, ranking said plurality of counts and determining if any one of said plurality of counts is greater than a threshold value, corresponding to a maximum weighted path; and said voice menu optimization program automatically causing substitution of a shortcut path for said maximum weighted path. - View Dependent Claims (20, 21, 22, 23, 24)
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Specification