Voice menu optimization method and system

• US 5,864,605 A
• Filed: 08/22/1996
• Issued: 01/26/1999
• Est. Priority Date: 08/22/1996
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Keshav, Srinivasan
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Hoosain, Allan
• Application Number:
  US08/701,601
• Time in Patent Office: 887 Days
• Field of Search: 379/67, 379/88, 379/89, 379/67.1, 379/76, 379/88.04, 379/88.08, 379/88.22, 379/93.29, 379/93.34, 379/88.01
• US Class Current: 379/88.01
• 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

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.

Claims

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.

2. The method of claim 1, wherein said communications system is a telecommunications network.

3. The method of claim 1, wherein said communications system is a private branch exchange network.

4. The method of claim 1, wherein said communications system is a personal computer communications network.

5. The method of claim 1, which further comprises:

notifying a system administrator if any one of said plurality of actions has an accumulated count greater than an accumulated count of said shortcut action;

said system administrator substituting said one of said plurality of actions and a corresponding message for said shortcut action and said shortcut message in said voice menu.

6. The method of claim 1, which further comprises:

said step of substituting including concatenating a plurality of said corresponding messages for substitution as said shortcut message in said voice menu.

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:

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.

8. The system of claim 7, wherein said communications system is a telecommunications network.

9. The system of claim 7, wherein said communications system is a private branch exchange network.

10. The system of claim 7, wherein said communications system is a personal computer communications network.

11. The system of claim 7, which further comprises:

said control processor notifying a system administrator if any one of said plurality of actions has an accumulated count greater than an accumulated count of said shortcut action;

said system administrator substituting said one of said plurality of actions and a corresponding message for said shortcut action and said shortcut message in said voice menu.

12. The system of claim 7, which further comprises:

said voice menu optimization program concatenating a plurality of said corresponding messages for substitution as said shortcut message in said voice menu.

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:

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.

14. The method of claim 13, wherein said communications system is a telecommunications network.

15. The method of claim 13, wherein said communications system is a private branch exchange network.

16. The method of claim 13, wherein said communications system is a personal computer communications network.

17. The method of claim 13, which further comprises:

notifying a system administrator if said maximum weighted path has been identified;

said system administrator substituting said shortcut path and a corresponding shortcut message in said voice menu.

18. The method of claim 13, which further comprises:

said step of substituting including preparing a shortcut message in said voice menu.

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:

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.

20. The system of claim 19, wherein said communications system is a telecommunications network.

21. The system of claim 19, wherein said communications system is a private branch exchange network.

22. The system of claim 19, wherein said communications system is a personal computer communications network.

23. The system of claim 19, which further comprises:

said voice menu optimization program notifying a system administrator if said maximum weighted path has been identified;

said system administrator substituting said shortcut path and a corresponding shortcut message in said voice menu.

24. The system of claim 19, which further comprises:

said voice menu optimization program preparing a shortcut message in said voice menu.