Technique for effectively providing a personalized information assistance service

• US 20030119492A1
• Filed: 12/19/2002
• Published: 06/26/2003
• Est. Priority Date: 05/25/2001
• Status: Active Grant

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Grape Technology Group Incorporated (KGB)
• Inventors: Miller, John S., Timmins, Timothy A., Baker, Nathan B.
• Granted Patent: US 7,466,805 B2
• Time in Patent Office: Days
• US Class Current: 455/414.1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2242/15 Information service where the information is dependent on the location of the subscriber
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• 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
• CPC Class Codes: H04M 3/4931 Directory assistance systems

Abstract

A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing individual listing information items on a restrictive basis, caller identification service, etc. To personalize the services, at least one profile record associated with the user is used which specifies the subscribed services and the preferred ways of receiving information. For example, the profile may specify use of a special skilled operator, personal interests, methods of delivery of targeted information to the user, etc.

Claims

1. A method for use in an information assistance service system, comprising:

receiving an information assistance call by a caller, along with signals for setting up the call, the signals containing an identifier identifying a communications device from which the call originates;

determining whether user data associated with the identifier is maintained by the information assistance service system, the user data concerning a manner in which the call is to be handled;

if the user data is not maintained by the information assistance service system, requesting the caller to provide the user data, and storing the user data associated with the identifier; and

handling the call based on the user data.

2. The method of claim 1 wherein the communications device includes a telephonic device.

3. The method of claim 2 wherein the identifier includes a telephone number.

4. The method of claim 2 wherein the identifier includes an automatic number identification (ANI).

5. The method of claim 1 wherein the user data includes a preference for a skill of an operator handling the call.

6. The method of claim 5 wherein the skill includes a language skill.

7. The method of claim 1 wherein the user data includes a preference for certain knowledge of an operator handling the call.

8. The method of claim 7 wherein the certain knowledge includes knowledge about a given geographic area.

9. A method for providing an information assistance service, comprising:

maintaining a directory database, which includes listings associated with entities, at least one of the listings comprising a plurality of information items;

allowing one or more of the information items in the at least one listing to be restricted from disclosure on an individual information item basis;

receiving an information assistance call from a caller, the call including a request for connection information concerning a desired entity;

searching the directory database in response to the request;

obtaining a search result including a selected one of the listings which is associated with the desired entity; and

disclosing, to the caller, one or more selected information items in the selected listing which are unrestricted from disclosure to the caller.

10. The method of claim 9 wherein the directory database includes a contacts folder associated with the caller.

11. The method of claim 10 wherein the selected one or more information items include a home telephone number.

12. The method of claim 10 wherein the selected one or more information items include a business telephone number.

13. The method of claim 10 wherein the selected one or more information items include a wireless telephone number.

14. The method of claim 9 wherein the directory database includes a public telephone directory.

15. The method of claim 9 wherein the directory database includes a wireless telephone directory.

16. The method of claim 15 wherein the selected one or more information items include a wireless telephone number.

17. The method of claim 9 wherein the directory database includes an enterprise directory.

18. A method for providing information assistance service, comprising receiving an information assistance call, the call including a request for connection information;

searching a database in response to the request;

obtaining the requested connection information;

connecting the call to a destination device based on the requested connection information;

monitoring for a status of the call;

providing a description of at least one service feature to the caller after the status is determined; and

allowing the user to modify the service to incorporate the at least one service feature during the call.

19. The method of claim 18 wherein the status indicates a completion of the call to the destination device.

20. The method of claim 18 wherein the status indicates a ring-no-answer condition.

21. The method of claim 18 wherein the status indicates a busy condition.

22. The method of claim 18 wherein the status indicates a communication problem.

23. The method of claim 18 wherein the user is afforded at least one option to incorporate the service feature.

24. A method for providing information targeted to a user, comprising:

maintaining preference data associated with the user;

selecting information having content in accordance with the preference data;

receiving an information assistance call from the user, the call including a request for connection information;

searching a database in response to the request;

obtaining the requested connection information;

connecting the call to a destination device based on the requested connection information;

monitoring for a status of the call; and

providing the selected information to the user during the call after the status is determined.

25. The method of claim 24 wherein the preference data concerns personal interests of the user.

26. The method of claim 24 wherein the selected information includes promotional information.

27. The method of claim 26 wherein the promotional information includes discount information.

28. The method of claim 26 wherein the promotional information includes coupon information.

29. The method of claim 26 wherein the promotional information includes information concerning availability of selected goods or service.

30. The method of claim 24 wherein the status indicates a completion of the call to the destination device.

31. The method of claim 24 wherein the status indicates a ring-no-answer condition.

32. The method of claim 24 wherein the status indicates a busy condition.

33. The method of claim 24 wherein the status indicates a communication problem.

34. A method for use in an information assistance service system configured to carry out an action in response to a first command, comprising:

maintaining command reconfiguration data associated with a user;

receiving an information assistance call from the user;

during the call, monitoring for a second command which relates to the first command pursuant to the command reconfiguration data; and

carrying out the action when the second command is determined.

35. The method of claim 34 wherein the command reconfiguration data is maintained in a profile record associated with a user identifier.

36. The method of claim 35 wherein the user identifier includes a telephone number.

37. The method of claim 35 wherein the user identifier includes an ANI provided in signals received along with the information assistance call.

38. The method of claim 34 wherein the second command includes a selected one of a key command and a voice command.

39. The method of claim 34 wherein the action includes a connection to an operator.

40. The method of claim 34 wherein the information assistance call includes a request for connection information, and the action includes a provision of the requested connection information to the user.

41. A method for providing a caller identification service through an information assistance service provider, comprising:

receiving an information assistance call, the call including a request for connection information;

searching a database in response to the request;

obtaining the requested connection information;

obtaining data concerning the caller;

connecting the call to a destination device based on the connection information; and

including, by the information assistance service provider, the data in a data stream for connecting the call to the destination device to realize the caller identification service.

42. The method of claim 41 wherein the caller is allowed to opt out the caller identification service.

43. The method of claim 41 wherein the data includes an identity of the caller.

44. The method of claim 41 wherein the data includes connection information associated with the caller.

45. The method of claim 44 wherein the connection information includes a telephone number.

46. The method of claim 44 wherein the connection information includes a facsimile number.

47. The method of claim 41 wherein the data includes a purpose of the caller'"'"'s call.

48. An information assistance service system comprising:

an interface for receiving an information assistance call by a caller, along with signals for setting up the call, the signals containing an identifier identifying a communications device from which the call originates;

a processor for determining whether user data associated with the identifier is maintained by the information assistance service system, the user data concerning a manner in which the call is to be handled;

a mechanism for requesting the caller to provide the user data if the user data is not maintained by the information assistance service system; and

storage for storing the user data associated with the identifier, the call being handled based on the user data.

49. The system of claim 48 wherein the communications device includes a telephonic device.

50. The system of claim 49 wherein the identifier includes a telephone number.

51. The system of claim 49 wherein the identifier includes an ANI.

52. The system of claim 48 wherein the user data includes a preference for a skill of an operator handling the call.

53. The system of claim 52 wherein the skill includes a language skill.

54. The system of claim 48 wherein the user data includes a preference for certain knowledge of an operator handling the call.

55. The system of claim 54 wherein the certain knowledge includes knowledge about a given geographic area.

56. A system for providing an information assistance service, comprising:

a directory database, which includes listings associated with entities, at least one of the listings comprising a plurality of information items;

a mechanism for allowing one or more of the information items in the at least one listing to be restricted from disclosure on an individual information item basis;

an interface for receiving an information assistance call from a caller, the call including a request for connection information concerning a desired entity, a search result being obtained from searching the directory database in response to the request, the search result including a selected one of the listings which is associated with the desired entity; and

a device for disclosing, to the caller, one or more selected information items in the selected listing which are unrestricted from disclosure to the caller.

57. The system of claim 56 wherein the directory database includes a contacts folder associated with the caller.

58. The system of claim 57 wherein the selected one or more information items include a home telephone number.

59. The system of claim 57 wherein the selected one or more information items include a business telephone number.

60. The system of claim 57 wherein the selected one or more information items include a wireless telephone number.

61. The system of claim 56 wherein the directory database includes a public telephone directory.

62. The system of claim 56 wherein the directory database includes a wireless telephone directory.

64. The system of claim 56 wherein the directory database includes an enterprise directory.

63. The system of claim 63 wherein the selected one or more information items include a wireless telephone number.

65. A system for providing information assistance service, comprising an interface for receiving an information assistance call, the call including a request for connection information;

a database from which the requested connection information is obtained;

a mechanism for connecting the call to a destination device based on the requested connection information;

a processor for monitoring for a status of the call; and

a device for providing a description of at least one service feature to the caller after the status is determined, the user being allowed to modify the service to incorporate the at least one service feature during the call.

66. The system of claim 65 wherein the status indicates a completion of the call to the destination device.

67. The system of claim 65 wherein the status indicates a ring-no-answer condition.

68. The system of claim 65 wherein the status indicates a busy condition.

69. The system of claim 65 wherein the status indicates a communication problem.

70. The system of claim 65 wherein the user is afforded at least one option to incorporate the service feature.

71. A system for providing information targeted to a user, comprising:

storage for storing preference data associated with the user;

a server for selecting information having content in accordance with the preference data;

an interface for receiving an information assistance call from the user, the call including a request for connection information;

a database from which the requested connection information is obtained;

a mechanism for connecting the call to a destination device based on the requested connection information;

a processor for monitoring for a status of the call; and

a device for providing the selected information to the user during the call after the status is determined.

72. The system of claim 71 wherein the preference data concerns personal interests of the user.

73. The system of claim 71 wherein the selected information includes promotional information.

74. The system of claim 73 wherein the promotional information includes discount information.

75. The system of claim 73 wherein the promotional information includes coupon information.

76. The system of claim 73 wherein the promotional information includes information concerning availability of selected goods or service.

77. The system of claim 71 wherein the status indicates a completion of the call to the destination device.

78. The system of claim 71 wherein the status indicates a ring-no-answer condition.

79. The system of claim 71 wherein the status indicates a busy condition.

80. The system of claim 71 wherein the status indicates a communication problem.

81. An information assistance system configured to carry out an action in response to a first command, comprising:

storage for storing command reconfiguration data associated with a user;

an interface for receiving an information assistance call from the user;

a processor for monitoring, during the call, for a second command which relates to the first command pursuant to the command reconfiguration data; and

a device for carrying out the action when the second command is determined.

82. The system of claim 81 wherein the command reconfiguration data is stored in a profile record associated with a user identifier.

83. The system of claim 82 wherein the user identifier includes a telephone number.

84. The system of claim 82 wherein the user identifier includes an ANI provided in signals received along with the information assistance call.

85. The system of claim 81 wherein the second command includes a selected one of a key command and voice command.

86. The system of claim 81 wherein the action includes a connection to an operator.

87. The system of claim 81 wherein the information assistance call includes a request for connection information, and the action includes a provision of the requested connection information to the user.

88. A system for providing a caller identification service through an information assistance service provider, comprising:

an interface for receiving an information assistance call, the call including a request for connection information;

a database from which the requested connection information is obtained;

at least one source from which data concerning the caller is obtained;

a mechanism for connecting the call to a destination device based on the connection information; and

a device for including by the information assistance service provider the data in a data stream for connecting the call to the destination device to realize the caller identification service.

89. The system of claim 88 wherein the caller is allowed to opt out the caller identification service.

90. The system of claim 88 wherein the data includes an identity of the caller.

91. The system of claim 88 wherein the data includes connection information associated with the caller.

92. The system of claim 91 wherein the connection information includes a telephone number.

93. The system of claim 91 wherein the connection information includes a facsimile number.

94. The system of claim 88 wherein the data includes a purpose of the caller'"'"'s call.