Information assistance system and method for effectively consulting multiple resources to assist a user to perform a task

• US 20040114571A1
• Filed: 12/13/2002
• Published: 06/17/2004
• Est. Priority Date: 12/13/2002
• Status: Abandoned Application

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Grape Technology Group Incorporated (KGB)
• Inventors: Timmins, Timothy A., Swick, Corvin F.
• Application Number:
  US10/318,847
• Publication Number:
  US 20040114571A1
• Time in Patent Office: Days
• US Class Current: 370/352
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways

Abstract

The present invention allows a user to access an information assistance service provider for information to perform a task, e.g., purchase of a product. In response, the service provider may consult multiple resources based on the caller'"'"'s request and criteria which may be systemic or specified in a user profile. The resources used may be those information sources specified in the user profile, public databases, and vendor and enterprise databases that include information related to products, including product information and product pricing, availability, shipping costs and times, product and activity reviews, and business reputation information.

Claims

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

receiving a call from a caller, the call including a request for information for performing a task satisfying one or more criteria;

accessing a record associated with an identifier of the caller, at least one of the criteria being specified in the record;

in response to the request, searching a plurality of information sources, at least one of the information sources being specified in the record; and

providing the caller with a search result containing the information.

2. The method according to claim 1, further comprising modifying the record using at least part of the information based on which the caller performs the task.

3. The method according to claim 1, wherein the at least one criterion reflects a preference of the caller.

4. The method according to claim 1, wherein one of the information sources is accessed via a communications network.

5. The method according to claim 4, wherein the communications network comprises a wide area network.

6. The method according to claim 4, wherein the communications network comprises at least part of the Internet.

7. The method according to claim 1, wherein the identifier comprises a telephone number associated with the caller.

8. The method according to claim 1, wherein the identifier comprises an automatic number identification (ANI).

9. The method according to claim 1, wherein one of the criteria relates to a time of completion of the task.

10. The method according to claim 1, wherein one of the criteria relates to a location.

11. The method according to claim 1, wherein one of the criteria relates to a cost.

12. The method according to claim 1, wherein the task comprises a purchase of goods or service.

13. The method according to claim 1, wherein the task comprises an activity.

14. The method according to claim 1, wherein the at least one criterion is accorded a weight.

15. The method according to claim 1, wherein the at least one information source is accorded a weight.

16. The method according to claim 1, further comprising detecting any predetermined signal initiated by the caller.

17. The method according to claim 16, further comprising providing additional assistance to the caller after the predetermined signal is detected.

18. A method for assisting a user to perform a task, comprising:

receiving a call from a caller, the call including a request for assistance to perform the task;

accessing a record associated with an identifier of the caller;

in response to the request, searching a plurality of information sources, at least one of the information sources being specified in the record;

providing a search result including a recommendation satisfying the request;

determining whether the caller accepts the recommendation; and

modifying the record based on the recommendation when it is determined that the caller accepts the recommendation.

19. The method according to claim 18, wherein the task is performed under one or more criteria.

20. The method according to claim 19, wherein at least one of the criteria is specified in the record.

21. The method according to claim 20, wherein the at least one criterion reflects a preference of the caller.

22. The method according to claim 20, wherein the at least one criteria is accorded a weight.

23. The method according to claim 19, wherein one of the criteria relates to a time of completion of the task.

24. The method according to claim 19, wherein one of the criteria relates to a location.

25. The method according to claim 19, wherein one of the criteria relates to a cost.

26. The method according to claim 18, wherein at least one of the information sources is accessed via a communications network.

27. The method according to claim 26, wherein the communications network comprises a wide area network.

28. The method according to claim 26, wherein the communications network comprises at least part of the Internet.

29. The method according to claim 18, wherein the identifier comprises a telephone number associated with the caller.

30. The method according to claim 18, wherein the identifier comprises an ANI.

31. The method according to claim 18, wherein the task comprises a purchase of goods or service.

32. The method according to claim 18, wherein the task comprises an activity.

33. The method according to claim 18, wherein the at least one information source is accorded a weight.

34. The method according to claim 18, further comprising detecting any predetermined signal initiated by the caller.

35. The method according to claim 34, further comprising providing additional assistance to the caller after the predetermined signal is detected.

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

an interface for receiving a call from a caller, the call including a request for information for performing a task satisfying one or more criteria;

a processor for accessing a record associated with an identifier of the caller, at least one of the criteria being specified in the record; and

a mechanism responsive to the request for searching a plurality of information sources, at least one of the information sources being specified in the record, the caller being provided with a search result containing the information.

37. The system according to claim 36, further comprising a controller for modifying the record using at least part of the information based on which the caller performs the task.

38. The system according to claim 36, wherein the at least one criterion reflects a preference of the caller.

39. The system according to claim 36, wherein one of the information sources is accessed via a communications network.

40. The system according to claim 39, wherein the communications network comprises a wide area network.

41. The system according to claim 39, wherein the communications network comprises at least part of the Internet.

42. The system according to claim 36, wherein the identifier comprises a telephone number associated with the caller.

43. The system according to claim 36, wherein the identifier comprises an ANI.

44. The system according to claim 36, wherein one of the criteria relates to a time of completion of the task.

45. The system according to claim 36, wherein one of the criteria relates to a location.

46. The system according to claim 36, wherein one of the criteria relates to a cost.

47. The system according to claim 36, wherein the task comprises a purchase of goods or service.

48. The system according to claim 36, wherein the task comprises an activity.

49. The system according to claim 36, wherein the at least one criterion is accorded a weight.

50. The system according to claim 36, wherein the at least one information source is accorded a weight.

51. The system according to claim 36, further comprising a signal processor for detecting any predetermined signal initiated by the caller.

52. The system according to claim 51, wherein additional assistance is provided to the caller after the predetermined signal is detected.

53. A system for assisting a user to perform a task, comprising:

an interface for receiving a call from a caller, the call including a request for assistance to perform the task;

a first processor for accessing a record associated with an identifier of the caller;

a mechanism responsive to the request for searching a plurality of information sources, at least one of the information sources being specified in the record, the caller being provided with a search result including a recommendation satisfying the request;

a second processor for determining whether the caller accepts the recommendation; and

a controller for modifying the record based on the recommendation when it is determined that the caller accepts the recommendation.

54. The system according to claim 53, wherein the task is performed under one or more criteria.

55. The system according to claim 54, wherein at least one of the criteria is specified in the record.

56. The system according to claim 55, wherein the at least one criterion reflects a preference of the caller.

57. The system according to claim 55, wherein the at least one criteria is accorded a weight.

58. The system according to claim 54, wherein one of the criteria relates to a time of completion of the task.

59. The system according to claim 54, wherein one of the criteria relates to a location.

60. The system according to claim 54, wherein one of the criteria relates to a cost.

61. The system according to claim 53, wherein at least one of the information sources is accessed via a communications network.

62. The system according to claim 61, wherein the communications network comprises a wide area network.

63. The system according to claim 61, wherein the communications network comprises at least part of the Internet.

64. The system according to claim 53, wherein the identifier comprises a telephone number associated with the caller.

65. The system according to claim 53, wherein the identifier comprises an ANI.

66. The system according to claim 53, wherein the task comprises a purchase of goods or service.

67. The system according to claim 53, wherein the task comprises an activity.

68. The system according to claim 53, wherein the at least one information source is accorded a weight.

69. The system according to claim 53, further comprising a signal processor for detecting any predetermined signal initiated by the caller.

70. The system according to claim 69, wherein additional assistance is provided to the caller after the predetermined signal is detected.