Apparatus and method for improving the user interface of integrated voice response systems
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United States of America Patent
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Nov 26, 2002
Issued Date -
N/A
app pub date -
Jul 17, 1998
filing date -
Sep 19, 1997
priority date (Note) -
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Abstract
An improved prompting system for accessing specified functions in an interactive voice response (IVR) system. The IVR system (101) presents a plurality of prompts to callers. The prompts are typically presented in a predetermined order. However, the IVR system (101) improves the presentation by adjusting the presentation order based on a caller pattern of prompt selection. By monitoring incoming calls to determine what prompts are most frequently selected, the IVR system (101) can tailor the presentation order to the needs of individual users. The IVR system (101) can monitor either the selections made by all users or those made by a particular individual user over a configurable time period to establish the pattern of prompt selection.
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