Disambiguating results within a speech based IVR session
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United States of America Patent
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Aug 21, 2007
Grant Date -
Sep 30, 2004
app pub date -
Mar 25, 2003
filing date -
Mar 25, 2003
priority date (Note) -
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Abstract
Within an interactive voice response system, a method of automatically disambiguating results presented to a user can include determining the identity of a user within an interactive voice response session, receiving user inputs specifying selections in an interactive voice response menu hierarchy, and storing historical information specifying the user selections within a profile associated with the identity of the user. For at least one subsequent input from the user, identifying the historical information associated with the identity of the user and using the historical information to reduce a number of possible selections in the interactive voice response menu hierarchy which are presented to the user.
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