Browse Prior Art Database

Configurable menus based on user phone identification and on history of system usage

IP.com Disclosure Number: IPCOM000015458D
Original Publication Date: 2002-Aug-16
Included in the Prior Art Database: 2003-Jun-20
Document File: 1 page(s) / 36K

Publishing Venue

IBM

Abstract

This proposal describes a system that can create configurable telephone menus for call centers based on user identification and history. The prior art menus are usually based on the probable interests of the user. It is clearly relevant to know that most users want a certain service. Through analysis of user identification and user history, with better menus can be created.

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  Configurable menus based on user phone identification and on history of system usage

This proposal describes a system that can create configurable telephone menus for call centers based on user identification and history. The prior art menus are usually based on the probable interests of the user. It is clearly relevant to know that most users want a certain service. Through analysis of user identification and user history, with better menus can be created.

    For example, the second time a user calls the electric company, the first menu option could be "perform the same operation you did last time," based on caller ID (this could also be, for example, "pay bill using credit card," if that was the previous operation). Another possibility is to base the first menu option, or even just an announcement, on location: "If you are calling to report a power failure in your area, it has been reported." Another application of the system could be in hotel call management. For example, the second time a caller dials a hotel, the first option on the hotel's menu could be "if you want Michael Jackson, press 1," if the caller was forwarded to him last time. This would be based on caller ID in the hotel.

This type of dynamic context, based on collected information, is also used on the Internet.

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