Apparatus and method for improving the user interface of integrated voice response systems

In an interactive voice response (IVR) system, a method of prompting a user, comprising:

• monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;
• updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;
• prompting the user according to the updated presentation order of prompts at said same hierarchical level;
• and
• selecting the presentation order as a function of a caller ID corresponding to the user.

In an interactive voice response (IVR) system, a method of prompting a user, comprising:

• monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;
• updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;
• prompting the user according to the updated presentation order of prompts at said same hierarchical level;
• and
• selecting the presentation order as a function of a personal identification number (PIN) input by the user.

An interactive voice response system, comprising:

• means for presenting a plurality of prompts, in a predetermined order at a same hierarchy level, each of said prompts having an associated selection command;
• means for monitoring at least one incoming call to determine a frequency of user selection for each of the prompts;
• means for a updating the predetermined order of the prompts at said same hierarchical level based on the frequency of user selection while maintaining the same selection commands for the prompts;
• and
• means for presenting the prompts at said same hierarchical level in the updated order;
• wherein the frequency of user selections is based on prompt selections made by a single, predetermined user.

An interactive voice response (IVR) system, comprising:

• a switch control unit permitting at least one telephony device to access the IVR system;
• a central processing unit (CPU) coupled to the switch control unit;
• a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;
• a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality f caller responses to the prompts;
• a third software routine for updating the presentation order of prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts;
• and
• a caller identification reception unit coupled to the CPU.

An interactive voice response (IVR) system, comprising:

• a switch control unit permitting at least one telephony device to access the IVR system;
• a central processing unit (CPU) coupled to the switch control unit;
• a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;
• a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality caller responses to the prompts;
• a third software routine for updating the presentation order of prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts;
• and
• wherein the prompt selection statistics are based on caller responses from a single caller.

In an interactive voice response (IVR) system, a method of prompting a user, comprising:

• monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;
• updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;
• prompting the user according to the updated presentation order of prompts at said same hierarchical level;
• and
• selecting the presentation order responsive to a voice command associated with the user.

An interactive voice response system, comprising:

• means for presenting a plurality of prompts in a predetermined order at a same hierarchy level, each of said prompts having an associated selection command;
• means for monitoring at least one incoming call to determine a frequency of user selection for each of the prompts;
• means for updating the predetermined order of the prompts at said same hierarchical level based on the frequency of user selection while maintaining the same selection commands for the prompts;
• and
• means for presenting the prompts at said same hierarchical level in the updated order;
• said adjusting means further comprising means for selecting the presentation order responsive to a voice command associated with the user.

An interactive voice response (IVR) system, comprising:

• a switch control unit permitting at least one telephony device to access the IVR system;
• a central processing unit (CPU) coupled to the switch control unit;
• a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;
• a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality of caller responses to the prompts;
• a third software routine for updating the presentation order of, prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts;
• and
• said caller responses comprising voice commands associated with the user.

A multimedia messaging system, comprising:

• means for presenting a plurality of prompts in a predetermined order at a same hierarchy level, each of said prompts having an associated selection command;
• means for monitoring at least one incoming call to determine a frequency of user selection for each of the prompts;
• means for updating the predetermined order of the prompts at said same hierarchical level based on the frequency of user selection;
• means for presenting the prompts at said same hierarchical level in the updated order while maintaining the same selection commands for the prompts;
• and
• means for accessing at least one stored message based on a user selection from the presented prompts;
• said user selection comprising a voice command associated with the user.

An interactive voice response (IVR) system, comprising:

• a switch control unit permitting at least one telephony device to access the IVR system;
• a central processing unit (CPU) coupled to the switch control unit;
• a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;
• a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality of caller responses to the prompts;
• and
• a third software routine for updating the presentation order of prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts.