Patent ID: 9264542
Filing Date: 2016-02-16
CPC Classification: H04L,H04M

Claim Text:
1. A method for providing personalized communications services, comprising: receiving, at an interactive system, a communication from an initiating party; checking a purchase history for the initiating party; automatically determining, by a computer of the interactive system, predictive information that assigns a probability to a potential objective sought by the initiating party in initiating the communication based on environmental data, including data of an item of the initiating party known from the purchase history, provided for the communication independent of information provided by the initiating party during the communication; dynamically updating an order of presentation of presentable options within a script for communicating with the initiating party based on the predictive information and based on information known for the item known from the purchase history, by arranging an order of the presentable options in the script based on an assigned probability for each presentable option addressing an unidentified problem for which the initiating party has initiated the communication; and communicating with the initiating party in accordance with the dynamically updated script, wherein the information known for the known item is information obtained by previous communications from another initiating party.