Patent ID: 9183833
Filing Date: 2015-11-10
Classification: G06F,G10L

Abstract:
1. A method for adapting interactions conducted between interaction systems and users of the interaction systems to the users, comprising the steps of: defining a nature of a respective automated interaction by interaction states in the form of messages and prompts, by the configuration of the messages and prompts, by menu options and by state transitions; and adapting the nature of the interaction, during its execution, to the user in a manner that is determined by a user class that is allocated, to the user conducting the interaction according to rules stored and implemented in the interaction system on the basis of properties communicated by the user during the interaction or automatically ascertained by the interaction system or the user's behavior, or on the basis of the user's identification by the system and information previously acquired with regard to the user's identity, wherein a manner in which the nature of the interaction is adapted to the user of a user class is modifiable, wherein user-class-specific utilization counters for selected state transitions of a system-side part of the interaction are operated in the interaction system and are incremented or decremented upon passage through respective state transitions during processing of the interaction and when a respective counter, a group of counters or a variable derived from the counters, exceeds or falls short of an established limit value, an adaptation process is started with which the nature of the system-side part of the interaction is modified in user-class-related fashion, so that proceeding from an initial nature existing upon its implementation in the system, the system-side part of the interaction is repeatedly adapted in user-class-selective fashion to the needs of the members of the respective user class, and wherein the user of the interaction system is allocated to one user class in terms of execution of the interaction that the user is presently conducting, wherein for the purpose of repeated modification of the manner in which the interaction is adapted during execution to persons of a user class, the user is allocated, as necessary, simultaneously to multiple user classes such that, during execution of the interaction, the nature of the interaction is repeatedly modified based on contemporaneous online interactions of a plurality of users of the multiple user classes.