Patent ID: 9560201
Date: 2017-01-31
CPC Classifications: H04L,H04M

Claim:
1. A method for personalizing communication services, comprising: setting, from a plurality of selectable options, a series of selectable options as a default for a system that provides personalized communication services; receiving a communication from an initiating party; automatically determining, by a computer of the system and based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication; assigning, based on the predictive information, probabilities that selectable options will address the potential objectives; and dynamically updating the default series of selectable options to an updated series of selectable options based on the assigned probabilities, wherein communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.