Patent ID: 9357068
Filing Date: 2016-05-31
CPC Classification: G10L,H04M

Claim Text:
1. A method for improving an effectiveness of a prompt sequence played by an interactive voice response system, the prompt sequence containing a plurality of phrases, the method comprising: playing to callers the prompt sequence; during the playing of the prompt sequence to the callers, collecting call data including rates of caller events during individual phrases of the plurality of phrases; based on the call data, automatically identifying at least one of the individual phrases as a phrase having a high event rate; playing to callers an alternate prompt sequence comprising an alternative phrase replacing the phrase having the high event rate; collecting call data during the playing to callers of the alternate prompt sequence, including a rate of caller events during the alternative phrase; comparing a rate of caller events during the phrase having the high event rate with the rate of caller events during the alternate phrase; and automatically replacing the phrase having the high event with the alternative phrase only if the rate of caller events during the phrase having the high event rate is greater than the rate of caller events during the alternate phrase.