Intelligent personalized customer service
First Claim
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1. A method for providing intelligent personalized customer service to a wireless terminal in a wireless telecommunication network, comprising the steps of:
- monitoring wireless terminal location;
using said wireless terminal location to determine location-specific customer service information for delivery to said wireless terminal; and
delivering said customer service information to said wireless terminal.
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Abstract
A system for providing intelligent personalized customer service to a wireless terminal in a wireless telecommunication network is disclosed. Wireless terminal location is monitored and used to determine location-specific customer service information that is specific to the wireless terminal. The customer service information is delivered to the wireless terminal and displayed in human-readable form. The process is repeated as necessary to update the customer service information whenever the wireless terminal travels to a new location area.
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Citations
25 Claims
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1. A method for providing intelligent personalized customer service to a wireless terminal in a wireless telecommunication network, comprising the steps of:
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monitoring wireless terminal location;
using said wireless terminal location to determine location-specific customer service information for delivery to said wireless terminal; and
delivering said customer service information to said wireless terminal. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 14)
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11. A system for providing intelligent personalized customer service to a wireless terminal, comprising:
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means for monitoring wireless terminal location;
means for using said wireless terminal location to determine location-specific customer service information for delivery to said wireless terminal; and
means for delivering said customer service information to said wireless terminal. - View Dependent Claims (12, 13, 15, 16, 17, 18, 19, 20)
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21. A wireless network resource group for providing intelligent personalized customer service to wireless terminals in cooperation with a data network resource group in a data network, comprising:
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a set of wireless network resources supporting data communication on behalf of a plurality of wireless terminals over an air interface;
a mobile location server adapted to maintain location information for said wireless terminals;
first means in said mobile location server for receiving a request from a data network application server to report wireless terminal location changes to said data network resource;
second means in said mobile location server for setting a location update event notification flag in response to receiving said request from said data network application server; and
third means in said mobile location server for periodically notifying said data network application server of wireless terminal location changes.
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22. A data network resource group for providing intelligent personalized customer service to wireless terminals in cooperation with a wireless network resource group in a wireless network, comprising:
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a user profile server adapted to store user profile information;
a vendor inventory server adapted to store location-specific customer service information;
an application server adapted to manage said personalized customer service;
a service request agent associated with said application server for registering requests from wireless terminals for personalized customer service;
a service profile associated with said application server containing service area information;
an intelligent agent associated with said application server for monitoring wireless terminal location information provided by a mobile location server and for comparing said location information with said service area information;
said intelligent agent being further adapted to obtain said user profile information from said first data network resource;
said intelligent agent being further adapted to obtain said location-specific customer service information from said vendor inventory server; and
a document formatter for outputting said location-specific customer service information for delivery to wireless terminals.
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23. In a data network wireless telephony application server, a method for providing intelligent personalized customer service to a wireless terminal, comprising the steps of:
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receiving wireless terminal location information;
querying a user profile server to identify user profile information relative to said wireless terminal;
querying a vendor inventory server selected according to said user profile information and receiving personalized customer service information in response to said query; and
outputting said personalized customer service information for delivery to said wireless terminal.
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24. A data network wireless telephony application server adapted to provide intelligent personalized customer service to a wireless terminal, comprising:
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means for receiving wireless terminal location information;
means for querying a user profile server to identify user profile information relative to said wireless terminal;
means for querying a vendor inventory server selected according to said user profile information and receiving personalized customer service information in response to said query; and
means for outputting said personalized customer service information for delivery to said wireless terminal.
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25. A data network user profile server for supporting intelligent personalized customer service to a wireless terminal in a wireless network, comprising:
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a graphical user interface adapted to prompt for and receive customer service information;
a data storage resource for storing said customer service information as user profile information; and
said user profile server being responsive to user profile information queries from a data network query requester.
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Specification