Dynamic IVR dialog based on analytics data
A method comprising receiving, at a call-processing switch, a call from a calling entity in which the calling entity is a natural person and a telecommunications terminal, and, wherein the call received at the call-processing switch comprises (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, and (iii) the geo-location of the calling entity. Upon receiving the call, the call-processing switch identifies (i) global contextual information, (ii) contextual information at the calling entity, and (iii) contextual information at the call-processing switch, wherein the temporal order and the hierarchical order of menu items in a menu are reconfigured for presentation to the calling entity based on (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, (iii) the geo-location of the calling entity, (iv) global contextual information, (v) contextual information at the calling entity, and (vi) contextual information at the call-processing switch.
1. A method comprising:
receiving at a call-processing switch, a call from a telecommunications terminal;
identifying at least one of a first set of an identity of a caller, identity of a caller telecommunications terminal and a geo-location of a calling entity;
identifying at least one of a second set of global contextual information, contextual information of the calling entity, and contextual information at the call-processing switch;
dynamically configuring a temporal order and a hierarchical order based on at least one of said identity of the caller terminal, said identity of said caller, said geo-location of said calling entity and said geo-location of said call-processing switch, and at least one of said global contextual information, said contextual information of said calling entity, and said contextual information at said call-processing switch; and
transmitting, in the dynamically configured temporal order and dynamically configured hierarchical order, from said call-processing switch to said telecommunications terminal:
i. a first menu item,
ii. a second menu item, and
iii. a third menu item.
2. The method of claim 1
wherein said temporal order and said hierarchical are dynamically configured with statistical information that is indicative of a menu item that is most frequently selected by other calling entities with similar identifications from the processes of identifying.
3. The method of claim 1 wherein said process of identifying at least one of a first set comprises identifying a plurality of said first set.
4. The method of claim 1 wherein said process of identifying at least one of a second set comprises identifying a plurality of said second set.
5. The method of claim 1 wherein said process of identifying at least one of a first set comprises identifying a plurality of said first set and said process of identifying at least one of a second set comprises identifying a plurality of said second set.