Dynamically changeable menus based on externally available data

Details Dynamically changeable menus based on externally available data Dynamically changeable menus based on externally available data

1997-11-12

2000-05-09

Isen, Forester W.

Telephonic communications

Telephone line or system combined with diverse electrical...

Having transmission of a digital message signal over a...

379 8823, 379 8825, 379 9323, 379221, H04M 1100, H04M 164

Patent

active

060614331

ABSTRACT:
There is disclosed a system and method in an automated telephone system for obtaining data from sources other than the caller's answer to menu queries and directing incoming calls directly to preferred applications instead of to an introductory menu. In one embodiment, a statistical engine measures individual customer usage and stores the results in a usage history database. An inference engine then prioritizes the available applications based on past usage. When an individual customer next calls, the server can either request account and PIN numbers or trap ANI/DNIS data from the public telephone system in order to identify the individual customer. Once the customer is identified, the server branches directly to that individual customer's preferred applications. The log-in history includes time and place of call-in so that an aberrant usage alarm may be triggered by the automated telephone system that alerts customers to any unusual accesses to their personal accounts.

REFERENCES:
patent: 4932021 (1990-06-01), Moody
patent: 4972462 (1990-11-01), Shibata
patent: 5003595 (1991-03-01), Collins et al.
patent: 5389773 (1995-02-01), Coutts
patent: 5410344 (1995-04-01), Graves et al.
patent: 5463681 (1995-10-01), Vaios et al.
patent: 5561711 (1996-10-01), Muller

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