Active records for interactive systems

• US 10,084,911 B2
• Filed: 09/11/2014
• Issued: 09/25/2018
• Est. Priority Date: 09/11/2014
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Hooshiari, Alireza, Fan, James W.
• Primary Examiner(s): Hong, Stephen
• Assistant Examiner(s): Sheffield, Hope C
• Application Number:
  US14/483,829
• Publication Number:
  US 20160080567A1
• Time in Patent Office: 1,475 Days
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A personalized interactive service is provided by setting a profile of an individual for use by an entity that provides the interactive service. At least a portion of the profile is set independent of any network communication session between the individual and the entity. A personalized interactive script is personalized for the individual in the event that the individual initiates a communication with the entity to obtain the interactive service. The personalized interactive service is provided to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity.

Claims

1. A method of providing a personalized interactive service via an interactive voice response server, comprising:

setting a profile of an individual for use by an entity that provides the personalized interactive service via the interactive voice response server, at least a portion of the profile being set independent of any network communication session between the individual and the entity;

intercepting a session initiation protocol message initiated by the individual using a Voice over Internet Protocol network, the intercepting being performed by a session initiated protocol enrichment system;

parsing the intercepted session initiation protocol message, and inserting first context information into a header of the intercepted session initiation protocol message by the session initiated protocol enrichment system to create an enriched session initiation protocol message;

returning the enriched session initiation protocol message to the Voice over Internet Protocol network for continued transmission;

receiving the enriched session initiation protocol message by the interactive voice response server;

generating second context information based on the profile of the individual, by the interactive voice response server accessing a memory having a profile database;

creating, by the interactive voice response server using a tangible processor, a personalized interactive script for the individual for use with the personalized interactive service, the personalized interactive script being based on the first context information and the second context information; and

providing, via the interactive voice response server, the personalized interactive service to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity,

wherein the second context information includes (1) implicit contextual information, which is generated from calls automatically based on the session initiation protocol message, (2) explicit contextual information, which is obtained by communication with the individual and by searching a database managed by the entity that stores data relating to the individual, and (3) derived contextual information that does not already exist, which is generated by analyzing data relating to the individual and applying rules to the analyzed data.

2. The method of claim 1,

wherein an entirety of the profile is set independent of any network communication session between the individual and the entity.

3. The method of claim 1,

wherein the profile is first set when the individual establishes a contractual relationship with the entity.

4. The method of claim 3,

wherein the profile is first set when the individual purchases a subscription.

5. The method of claim 3,

wherein the profile is first set when the individual makes a purchase from the entity.

6. The method of claim 1, further comprising:

identifying, from an external source, information determined to relate to the individual and independent of any network communication session between the individual and the entity.

7. The method of claim 6, further comprising:

modifying the personalized interactive script based on the information from the external source determined to relate to the individual.

8. The method of claim 7,

wherein the identifying occurs before any network communication session between the individual and the entity.

9. The method of claim 7,

wherein the identifying occurs between network communications between the individual and the entity.

10. The method of claim 1, further comprising:

wherein the personalized interactive service is provided by interacting with the individual in accordance with the personalized interactive script.

11. The method of claim 1, further comprising:

monitoring a resource external to the entity that sets the personalized interactive script for information that may relate to the individual;

determining that the information relates to the individual based on the monitoring,

and modifying the profile based on the information determined based on the monitoring.

12. The method of claim 11,

wherein the setting, monitoring and modifying all take place before the individual initiates the communication.

13. The method of claim 12,

wherein identification of the information determined to relate to the individual results in modification of personalized interactive scripts for a plurality of individuals.

14. The method of claim 1, further comprising:

updating the profile based on information provided when the individual initiates a communication but before the personalized interactive service is provided.

15. The method of claim 1,

wherein the profile of the individual is derived in part from a profile of a group that includes the individual.

16. The method of claim 1, further comprising:

updating the profile based on communications from other individuals in locations determined to be proximate to the individual.

17. The method of claim 1,

wherein the profile is updated based on information obtained from an online social network.

18. The method of claim 1, further comprising:

determining, based on the profile, a set of potential reasons that the individual is initiating a communication;

assigning a probability to each potential reason based on predetermined formulas, and

providing the personalized interactive service by initially asking the individual if they are initiating the communication based on the potential reason with the highest assigned probability.

19. A computer system, comprising:

one or more memories that store instructions for providing a personalized interactive service via an interactive voice response server, and

one or more processors that execute the instructions,

wherein, when executed by the one or more processors, the instructions cause the one or more processors to perform operations comprising;

setting a profile of an individual for use by an entity that provides the personalized interactive service via the interactive voice response server, at least a portion of the profile being set independent of any network communication session between the individual and the entity;

intercepting a session initiation protocol message initiated by the individual using a Voice over Internet Protocol network, the intercepting being performed by a session initiated protocol enrichment sub-system;

parsing the intercepted session initiation protocol message, and inserting first context information into a header of the intercepted session initiation protocol message by the session initiated protocol enrichment sub-system to create an enriched session initiation protocol message;

returning the enriched session initiation protocol message to the Voice over Internet Protocol network for continued transmission;

receiving the enriched session initiation protocol message by the interactive voice response server;

generating second context information based on the profile of the individual, by the interactive voice response server accessing a memory having a profile database;

creating, by the interactive voice response server, a personalized interactive script for the individual for use with the personalized interactive service, the personalized interactive script being based on the first context information and the second context information; and

providing, via the interactive voice response server, the personalized interactive service to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity,

wherein the second context information includes (1) implicit contextual information, which is generated from calls automatically based on the session initiation protocol message, (2) explicit contextual information, which is obtained by communication with the individual and by searching a database managed by the entity that stores data relating to the individual, and (3) derived contextual information that does not already exist, which is generated by analyzing data relating to the individual and applying rules to the analyzed data.

20. A tangible computer readable storage medium that stores a computer program for providing a personalized interactive service via an interactive voice response server, the computer program, when executed by a processor, causing a computer apparatus to perform a process comprising:

setting a profile of an individual for use by an entity that provides the personalized interactive service via the interactive voice response server, at least a portion of the profile being set independent of any network communication session between the individual and the entity;

intercepting a session initiation protocol message initiated by the individual using a Voice over Internet Protocol network, the intercepting being performed by a session initiated protocol enrichment system;

parsing the intercepted session initiation protocol message, and inserting first context information into a header of the intercepted session initiation protocol message by the session initiated protocol enrichment system to create an enriched session initiation protocol message;

returning the enriched session initiation protocol message to the Voice over Internet Protocol network for continued transmission;

receiving the enriched session initiation protocol message by the interactive voice response server;

generating second context information based on the profile of the individual, by the interactive voice response server accessing a memory having a profile database;

creating, by the interactive voice response server using a tangible processor, a personalized interactive script for the individual for use with the personalized interactive service, the personalized interactive script being based on the first context information and the second context information; and

providing, via the interactive voice response server, the personalized interactive service to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity,

wherein the second context information includes (1) implicit contextual information, which is generated from calls automatically based on the session initiation protocol message, (2) explicit contextual information, which is obtained by communication with the individual and by searching a database managed by the entity that stores data relating to the individual, and (3) derived contextual information that does not already exist, which is generated by analyzing data relating to the individual and applying rules to the analyzed data.