Automated business directory assistance

• US 20020126819A1
• Filed: 03/08/2001
• Published: 09/12/2002
• Est. Priority Date: 03/08/2001
• Status: Active Grant

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Inventors: Case, Eliot M., Pacheco, Carl W.
• Granted Patent: US 6,907,119 B2
• Time in Patent Office: Days
• US Class Current: 379/218.01
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/4933 with operator assistance

Abstract

Automated business directory assistance routes a call for directory assistance to a speech recognizer which determines the type of assistance requested. If the request is for business information, the requested information is automatically retrieved. Otherwise, the call is routed to a call center.

Claims

1. A method for directory assistance in response to a call from a caller, the method comprising:

receiving the call;

determining if the call is a request for directory assistance and, if not, routing the call as dialed;

if the call is a request for directory assistance, routing the call to a speech recognizer;

determining the type of directory assistance requested;

if the caller is not requesting business directory assistance, routing the call to a call center;

if the caller is requesting business directory assistance, automatically determining at least one telephone number satisfying the caller request.

2. A method for directory assistance as in claim 1 wherein the caller requests business information by business name.

3. A method for directory assistance as in claim 1 wherein the caller requests business information by business category.

4. A method for directory assistance as in claim 1 wherein determining at least one telephone number is based on the location of the caller.

5. A method for directory assistance as in claim 1 further comprising:

querying the caller for automatic connection; and

if the caller requests automatic connection, routing the call to a selected connection number.

6. A method for directory assistance as in claim 1 further comprising:

determining that the caller is having problems automatically obtaining business directory assistance; and

routing the call to a call center.

7. A method for directory assistance as in claim 6 further comprising supplying the call center with information about caller activity.

8. A method for directory assistance as in claim 1 wherein determining if the call is a request for directory assistance is based on a dialing pattern entered by the caller.

9. A method for directory assistance wherein a call for directory assistance is routed to a speech recognizer to determine the type of assistance requested and, if the request is for business information, automatically retrieving requested business directory assistance information, otherwise routing the call to a call center.

10. A system for directory assistance comprising:

at least one switch for routing incoming calls, the switch determining if an incoming call is a request for directory assistance;

a database holding business directory information;

at least one call center; and

a speech recognizer in communication with the at least one switch, the database and the at least one call center, the speech recognizer determining if the request for directory assistance is for business information and, if so, accessing the database to satisfy the request, otherwise routing the call to the call center.

11. A system for directory assistance as in claim 10 wherein the speech recognizer satisfies the request based on receiving a business name.

12. A system for directory assistance as in claim 10 wherein the speech recognizer satisfies the request based on receiving a business category.

13. A system for directory assistance as in claim 10 wherein the speech recognizer satisfies the request based on location of a caller placing the request.

14. A system for directory assistance as in claim 10 wherein the speech recognizer queries a caller placing the request to connect to a number satisfying the request.

15. A system for directory assistance as in claim 10 wherein the speech recognizer routes a caller placing the request to a call center if the caller is experiencing a problem.

16. A system for directory assistance as in claim 15 wherein the speech recognizer sends information about caller activity to the call center.

17. A system for directory assistance as in claim 10 wherein determining if an incoming call is a request for directory assistance is based on a dialing pattern entered by a caller.

18. A speech recognizer for use in servicing a call requesting directory assistance, the speech recognizer providing at least one number in response to a request for business directory assistance and routing the call to a call center otherwise.