Dynamically Changing IVR Trees

• US 20160119474A1
• Filed: 01/04/2016
• Published: 04/28/2016
• Est. Priority Date: 12/14/2005
• Status: Abandoned Application

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Malik, Dale, Anderson, Richard A.
• Application Number:
  US14/986,783
• Publication Number:
  US 20160119474A1
• Time in Patent Office: Days
• US Class Current: 1/1
• 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 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

Methods, systems, and products dynamically change an interactive response system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for membership in a tier.

Claims

1. A method, comprising:

monitoring, by a server, cumulative responses input by different users to a prompt associated with an interactive response system, the prompt associated with a tier in a menu of prompts;

retrieving, by the server, a threshold value associated with a different tier in the menu of prompts;

determining, by the server, the cumulative responses input by the different users satisfy the threshold value associated with the different tier; and

moving, by the server, the prompt from the tier to the different tier in response to the cumulative responses satisfying the threshold value associated with the different tier.

2. The method of claim 1, further comprising promoting the prompt from the tier to the different tier.

3. The method of claim 1, further comprising demoting the prompt from the tier to the different tier.

4. The method of claim 1, further comprising retrieving a promotion rule describing qualifications for promoting the prompt to a higher tier within the menu of prompts.

5. The method of claim 4, further comprising promoting the prompt to the higher tier in response to satisfaction of the promotion rule.

6. The method of claim 1, further comprising retrieving a demotion rule describing qualifications for demoting the prompt to a lower tier within the menu of prompts.

7. The method of claim 6, further comprising demoting the prompt to the lower tier in response to satisfaction of the demotion rule.

8. A system, comprising:

a processor; and

a memory storing code that when executed causes the processor to perform operations, the operations comprising;

monitoring cumulative responses input by different users to a prompt associated with an interactive response system, the prompt associated with a tier in a menu of prompts;

retrieving a threshold value associated with a different tier in the menu of prompts;

determining the cumulative responses input by the different users satisfy the threshold value associated with the different tier; and

moving the prompt from the tier to the different tier in response to the cumulative responses satisfying the threshold value associated with the different tier.

9. The system of claim 8, wherein the operations further comprise promoting the prompt from the tier to the different tier.

10. The system of claim 8, wherein the operations further comprise demoting the prompt from the tier to the different tier.

11. The system of claim 8, wherein the operations further comprise retrieving a promotion rule describing qualifications for promoting the prompt to a higher tier within the menu of prompts.

12. The system of claim 11, wherein the operations further comprise promoting the prompt to the higher tier in response to satisfaction of the promotion rule.

13. The system of claim 8, wherein the operations further comprise retrieving a demotion rule describing qualifications for demoting the prompt to a lower tier within the menu of prompts.

14. The system of claim 13, wherein the operations further comprise demoting the prompt to the lower tier in response to satisfaction of the demotion rule.

15. A memory device storing code that when executed causes a processor to perform operations, the operations comprising:

monitoring cumulative responses input by different users to a prompt associated with an interactive response system, the prompt associated with a tier in a menu of prompts;

retrieving a threshold value associated with a different tier in the menu of prompts;

determining the cumulative responses input by the different users satisfy the threshold value associated with the different tier; and

moving the prompt from the tier to the different tier in response to the cumulative responses satisfying the threshold value associated with the different tier.

16. The memory device of claim 15, wherein the operations further comprise promoting the prompt from the tier to the different tier.

17. The memory device of claim 15, wherein the operations further comprise demoting the prompt from the tier to the different tier.

18. The memory device of claim 15, wherein the operations further comprise retrieving a promotion rule describing qualifications for promoting the prompt to a higher tier within the menu of prompts.

19. The memory device of claim 18, wherein the operations further comprise promoting the prompt to the higher tier in response to satisfaction of the promotion rule.

20. The memory device of claim 15, wherein the operations further comprise retrieving a demotion rule describing qualifications for demoting the prompt to a lower tier within the menu of prompts.