Technique for providing personalized interaction for users of an information assistance service
First Claim
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1. A method for handling a call from a user, comprising:
- obtaining information identifying the user;
obtaining, based on the information, a record containing data concerning a call handling style preferred by the user;
generating, based on the call handling style, a message for greeting the user; and
delivering the message to the user during the call.
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Abstract
An information assistance service center receives a user'"'"'s call, and the user'"'"'s profile is examined to identify the user'"'"'s preferred call handling style. A greeting personalized to the user'"'"'s preferred call handling style is generated, and delivered to the user. In accordance with an aspect of the invention, the greeting may be dynamic which contains one or more variable parameters representing, e.g., time-sensitive information. One or more items of information pertinent to the variable parameters are obtained and inserted into the dynamic greeting, and the dynamic greeting is delivered to the user.
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Citations
34 Claims
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1. A method for handling a call from a user, comprising:
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obtaining information identifying the user;
obtaining, based on the information, a record containing data concerning a call handling style preferred by the user;
generating, based on the call handling style, a message for greeting the user; and
delivering the message to the user during the call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A method for greeting a caller, comprising:
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receiving a call from the caller;
obtaining data concerning a call handling style preferred by the user;
selecting, based on the data, a message for greeting the user, the message including at least one variable parameter;
determining information represented by the variable parameter;
inserting the information in place of the variable parameter in the message; and
providing the resulting message to the user during the call. - View Dependent Claims (13, 14, 15, 16, 17)
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18. A system for handling a call from a user, comprising:
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an interface for obtaining information identifying the user;
a device for obtaining, based on the information, a record containing data concerning a call handling style preferred by the user; and
a server for generating, based on the call handling style, a message for greeting the user, the message being delivered to the user during the call. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A system for greeting a caller, comprising:
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an interface for receiving a call from the caller;
a device for obtaining data concerning a call handling style preferred by the user;
a server for selecting, based on the data, a message for greeting the user, the message including at least one variable parameter; and
a mechanism for determining information represented by the variable parameter, the information being inserted in the message in place of the variable parameter, the resulting message being provided to the user during the call. - View Dependent Claims (30, 31, 32, 33, 34)
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Specification