Patent ID: 8767927

Claim:
A method for servicing a second call between a caller and an interactive voice response (IVR) system based on the caller's behavior in one or more prior calls with the IVR system, the one or more prior calls comprising a first call during which the caller's behavior comprised requesting a service provided by the IVR system and providing information identifying at least one parameter used by the IVR system in performing the service, the method comprising: servicing the second call by predicting information and using the predicted information in servicing the second call, wherein the predicting comprises predicting that the caller is calling to request the service performed using the at least one parameter by analyzing, with a processor, data reflecting behavior by the caller in at least the first call with the IVR system and the using comprises using the at least one parameter in servicing the second call wherein the predicting further comprises calculating a confidence value associated with the predicted information.