Adaptive voice recognition menu method and system
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United States of America Patent
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Feb 24, 2004
Grant Date -
Oct 30, 2003
app pub date -
Apr 30, 2002
filing date -
Apr 30, 2002
priority date (Note) -
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status (Latency Note)
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Abstract
A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provided by customers. For instance, a task analyzer classifies information requested by caller opening statements with the classifications based on the task the caller intends to accomplish. For a menu that provides information on telephone services, classifications may include instructions on how to use a service, pre-purchase information, identification of the services that the caller subscribes to, the cost of services, post-purchase information and identification of the caller's long distance carrier.
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