Prioritized Prompt Ordering and Call Processing in Interactive Voice Response Systems

A method comprising:

• receiving a call from an initiator to a number associated with a destination;
• identifying a plurality of instructions associated with the destination;
• determining an identity of the initiator;
• computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator;
• determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions;
• sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received;
• receiving the selection from the caller;
• and
• processing the call based on the selection.

An apparatus comprising:

• a processor;
• and
• a memory to store computer program instructions, the computer program instructions when executed on the processor cause the processor to perform operations comprising:
• receiving a call from an initiator to a number associated with a destination;
• identifying a plurality of instructions associated with the destination;
• determining an identity of the initiator;
• computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator;
• determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions;
• sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received;
• receiving the selection from the caller;
• and
• processing the call based on the selection.

A computer readable medium storing computer program instructions, which, when executed on a processor, cause the processor to perform operations comprising:

• receiving a call from an initiator to a number associated with a destination;
• identifying a plurality of instructions associated with the destination;
• determining an identity of the initiator;
• computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator;
• determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions;
• sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received;
• receiving the selection from the caller;
• and
• processing the call based on the selection.