System and method for generating a dynamic interface via a...

Details System and method for generating a dynamic interface via a... System and method for generating a dynamic interface via a...

2005-02-01

2005-02-01

Robinson, Greta (Department: 2177)

Data processing: database and file management or data structures

Database design

Data structure types

C707S793000, C379S088180

Reexamination Certificate

active

06850949

ABSTRACT:
A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections on an automated phone system or other response system to present the most frequently used items earlier in the option list, or otherwise order options and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques. Prioritization of options provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

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