A system, method, and computer program product for dynamically adapting
selections in an automatic phone support system is described. The
invention may integrate a dynamic knowledge base of responses with the
menu selections on an automated phone system or other response system to
present the most frequently used items earlier in the option list, or
otherwise order options and information. Call data may be captured from
single callers or historical ensembles of callers. An automatically
generated similarity relationship may be used to initialize the system
without historical call data, based on textual similarity or other
techniques. Prioritization of options provides a more enjoyable, efficient
experience for callers without increasing administrative overhead.
