Patent ID: 8594281

Claim:
An apparatus, comprising: at least one processor; and memory operatively coupled to the at least one processor and storing computer readable instructions that, when executed, cause the apparatus to: determine a configurable set of rules for a customer service system having a processor and a customer service interface; provide a first option set to a customer via the customer service interface; receive user input selecting a first option from the first option set via the customer service interface, wherein a type of the user input is one of a voice command and a keypad selection; and responsive to selection of the first option, provide a second option set to the customer via the customer service interface the second option set being based on the first option selected and the type of the user input, wherein the type of the user input selecting the first option is voice command, and wherein the memory stores additional computer readable instructions that, when executed, further cause the apparatus to: determine a confidence level of an accuracy of the received selection of the first option; determine whether the confidence level is at or above a predetermined threshold; responsive to determining that the confidence level is at or above the predetermined threshold, provide the second option set to the customer; and responsive to determining that the confidence level is below the predetermined threshold, request additional user input from the customer.