Patent ID: 6850949
Filing Date: 2005-02-01
Classification: H04M,Y10S

Abstract:
1. A system for configuring an interactive voice menu, said voice menu including a plurality of items, said system comprising: a first interface configured to communicate with at least one caller via a telecommunications network; and a processor comprising a voice response unit, said voice response unit generating said voice menu and receiving an input via said first interface to select at least one item in said voice menu, wherein said voice menu is ordered according to at least one of an automatically generated similarity relationship, historical call data, and input received via the first interface during a current call, and wherein each item has at least one associated score, said score comprising at least one of a usefulness score, a visitation score and a relatedness score, said relatedness score reflecting a measure of relatedness between each item and at least one other item, and wherein said relatedness score is calculated based on at least one of the automatically generated similarity relationship and historical frequency of the item being selected before or after selection of another item, and wherein said processor is capable of adjusting the ordering of said voice menu according to at least one of the automatically generated similarity relationship, the historical call data, the input received via the first interface, and the associated scores of the items.