Personalizing communications services using environmental data
First Claim
1. A method for personalizing communication services, comprising:
- setting, from a plurality of selectable options, a series of selectable options as a default for a system that provides personalized communication services;
receiving a communication from an initiating party;
automatically determining, by a computer of the system and based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication;
assigning, based on the predictive information, probabilities that selectable options will address the potential objectives; and
dynamically updating the default series of selectable options to an updated series of selectable options based on the assigned probabilities,wherein communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.
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Accused Products
Abstract
A method for personalizing communication services includes setting a series of selectable options as a default for a system that provides personalized communication services. When a communication from an initiating party is received, a computer of the system automatically determines, based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication. Probabilities are assigned, based on the predictive information, that selectable options will address the potential objectives. The default series of selectable options are dynamically updated based on the assigned probabilities. Communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.
20 Citations
20 Claims
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1. A method for personalizing communication services, comprising:
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setting, from a plurality of selectable options, a series of selectable options as a default for a system that provides personalized communication services; receiving a communication from an initiating party; automatically determining, by a computer of the system and based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication; assigning, based on the predictive information, probabilities that selectable options will address the potential objectives; and dynamically updating the default series of selectable options to an updated series of selectable options based on the assigned probabilities, wherein communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A non-transitory computer readable medium that stores a set of executable instructions for personalizing communication services, the executable instructions, when executed by a processor, causing a computer to perform operations comprising:
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setting, from a plurality of selectable options, a series of selectable options as a default for a system that provides personalized communication services; receiving a communication from an initiating party; automatically determining, by a computer of the system and based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication; assigning, based on the predictive information, probabilities that selectable options will address the potential objectives; and dynamically updating the default series of selectable options to an updated series of selectable options based on the assigned probabilities, wherein communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.
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20. A computer platform of a system that executes executable instructions for personalizing communication services, the computer platform comprising:
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memory; and a processor, wherein the processor executes the executable instructions, and the instructions, when executed, cause the computer platform to perform operations comprising; setting, from a plurality of selectable options, a series of selectable options as a default for a system that provides personalized communication services; receiving a communication from an initiating party; automatically determining, by a computer of the system and based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication; assigning, based on the predictive information, probabilities that selectable options will address the potential objectives; and dynamically updating the default series of selectable options to an updated series of selectable options based on the assigned probabilities, wherein communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.
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Specification