Patent ID: 8369495
Filing Date: 2013-02-05
Classification: H04M

Abstract:
1. A computer-implemented method of using an interactive voice response system to route a call to a target menu option, the method being performed by a computing apparatus and comprising: receiving a current call from a current caller; identifying a profile associated with the current caller and an initial navigation menu for the current call; determining a preferred navigation menu to implement for the current call, the preferred navigation menu comprising call menu options of the initial navigation menu that can be selected by the current caller and rearranged into a different sequence and renumbered compared to the initial navigation menu, the rearrangement and renumbering being based at least in part upon current call data and historical call data associated with the profile, the historical call data comprising data gathered during another call of at least one other caller within the same geographic area as the current caller and data indicating how the at least one other caller navigated the initial navigation menu; and implementing the preferred navigation menu for the current call, wherein the preferred navigation menu includes navigation logic to route the current call to the target menu option via the interactive voice response system.