PERSONALIZING COMMUNICATIONS SERVICES USING ENVIRONMENTAL DATA

A method for personalizing communication services includes setting a series of selectable options as a default for a system that provides personalized communication services. When a communication from an initiating party is received, a computer of the system automatically determines, based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication. Probabilities are assigned, based on the predictive information, that selectable options will address the potential objectives. The default series of selectable options are dynamically updated based on the assigned probabilities. Communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.