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Methods, systems, and products for dynamically-changing IVR architectures

  • US 8,396,195 B2
  • Filed: 07/02/2010
  • Issued: 03/12/2013
  • 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 system, comprising:

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

    retrieving thresholds associated with tiers in the hierarchical menu of prompts, each threshold representing a minimum number of responses to a prompt that is required for occupying one of the tiers 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 at least equals a threshold associated with the higher tier; and

    dynamically rearranging the hierarchical menu of prompts.

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