Call flow modification based on user situation

A system comprising:

• a context-gathering component to collect a set of context-specific information regarding a user initiating a call to the system or said user with whom the system initiates the call, without prompting the user within the call;
• a situation-generating component to determine a situation of the user as a single, situation from a set of possible situations, based on the set of context-specific information, such that the situation is descriptive of the set of context-specific information as a whole;
• and,
• a call flow-modifying component to generate a plurality of voice markup language pages based on the situation of the user determined, the voice markup language pages encapsulating a call flow of voice prompts to the user within the call with the system,
• wherein said the call flow is modified by said call flow-modifying component based on the situation of the user determined.

A system comprising:

• a context-gathering component to collect a set of context-specific information regarding a user initiating a call to the system or said user with whom the system initiates the call, without prompting the user within the call;
• a situation-generating component to determine a situation of the user as a set of situational events corresponding to the set of context-specific information;
• a call flow-modifying component to generate a set of dialog snippets for a call flow of voice prompts to the user within the call with the system, and to determine an order in which the set of dialog snippets are presented to the user within the call flow and/or conditions regarding presentation of each dialog snippet based on context-sensitive logic;
• and,
• a voice markup language page-generating mechanism to generate a voice markup language page for each dialog snippet presented to the user,
• wherein the call flow is modified by said call flow-modifying component based on the situation of the user determined.