Technique for generating and accessing organized information through an information assistance service

• US 20060093103A1
• Filed: 10/29/2004
• Published: 05/04/2006
• Est. Priority Date: 10/29/2004
• Status: Abandoned Application

• Current Assignee: Metro One Telecommunications, Inc.
• Original Assignee: Metro One Telecommunications, Inc.
• Inventors: Miller, John S., Timmins, Timothy A.
• Application Number:
  US10/977,600
• Publication Number:
  US 20060093103A1
• Time in Patent Office: Days
• US Class Current: 379/88.19
• CPC Class Codes: H04M 11/10 with dictation recording and playback systems
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

An information assistance service is provided whereby a company can access records in a customer relationship management (CRM) system. The records may be organized in folders according to different groups in the company, e.g., a sales force of the company. To generate a record, a member of the group may call the information assistance service to input, through an operator or a voice server, various items of information, e.g., his/her name, subject information, an account name, sales lead information, notes/comments, etc. The voice information may be converted to textual data to fill various fields of the record. Records generated in this manner by one or more members of the group may be assembled in a group folder associated with the group. Records in the group folder may be accessed by members of the group through the information assistance service. A calling member who contacts the information assistance service to access the group folder may review the records therein and play selected records or portions thereof. The calling member may also request the information assistance service to sort the records according to a selected parameter, and/or to search for desired records based on one or more selected parameters.

Claims

1. A method for providing an information assistance service facilitating entry of information to a server, comprising:

receiving a voice call from a user, the voice call including a request for entry of information to the system, information being organized in records in the server, the records being associated with one or more folders, each record comprising a plurality of fields therein;

automatically deriving identity information concerning the user from call set-up signals associated with the voice call;

eliciting from the user verbal information for filling one or more fields of a record;

converting the verbal information to data corresponding thereto;

filling the one or more fields of the record with the data;

associating the user with a selected one of the folders based on the identity information; and

transmitting the record to the server, where the record is stored in association with the selected folder.

2. The method of claim 1 wherein the information assistance service also provides a directory assistance service.

3. The method of claim 1 wherein the server includes a customer relationship management (CRM) system.

4. The method of claim 1 wherein the identity information includes an automatic number identification (ANI).

5. The method of claim 1 wherein the data includes textual data.

6. The method of claim 1 wherein the data includes audio data.

7. The method of claim 1 wherein the selected folder is associated with a group, and the user is a member of the group.

8. The method of claim 1 wherein the verbal information is elicited from the user by an information assistance provider.

9. The method of claim 8 wherein the information assistance provider includes an operator.

10. The method of claim 8 wherein the information assistance provider includes a voice device.

11. The method of claim 1 wherein the voice call includes a telephone call.

12. A method for providing an information assistance service facilitating access to information maintained in a server, comprising:

receiving a voice call from a user, the call including a request for accessing information in the server, information being organized in records in the server, the records being associated with one or more folders, each record including a plurality of fields therein;

automatically deriving identity information concerning the user from call set-up signals associated with the call;

associating the user with a selected one of the folders based on the identity information;

in response to the request, identifying one or more records associated with the selected folder based on content in at least one of the fields of the one or more records; and

verbally conveying data in the identified records to the user.

13. The method of claim 12 further comprising determining whether the user has an access right to perform an action on the identified records.

14. The method of claim 13 wherein the action is performed on behalf of the user if it is determined that the user has the access right.

15. The method of claim 12 wherein the information assistance service also provides a directory assistance service.

16. The method of claim 12 wherein the server includes a CRM system.

17. The method of claim 12 wherein the identity information includes an ANI.

18. The method of claim 12 wherein the data includes textual data.

19. The method of claim 12 wherein the data includes audio data.

20. The method of claim 12 wherein the selected folder is associated with a group, and the user is a member of the group.

21. The method of claim 12 wherein the data is verbally conveyed by an information assistance provider.

22. The method of claim 21 wherein the information assistance provider includes an operator.

23. The method of claim 21 wherein the information assistance provider includes a voice device.

24. The method of claim 12 wherein the voice call includes a telephone call.

25. The method of claim 12 wherein the one or more records are identified as a result of a search with the content satisfying one or more criteria.

26. The method of claim 25 wherein the one or more criteria concern a given time.

27. The method of claim 25 wherein the one or more criteria concern a given subject.

28. The method of claim 25 wherein the one or more criteria concern a given source of data in the one or more records.

29. The method of claim 12 wherein the one or more records are identified as a result of sorting of records associated with the selected folder.

30. A system for providing an information assistance service facilitating entry of information to a server, comprising:

a first interface for receiving a voice call from a user, the voice call including a request for entry of information to the system, information being organized in records in the server, the records being associated with one or more folders, each record comprising a plurality of fields therein;

a processing unit programmed to automatically derive identity information concerning the user from call set-up signals associated with the voice call;

a mechanism for eliciting from the user verbal information for filling one or more fields of a record, the verbal information being converted to data corresponding thereto, the one or more fields of the record being filled with the data;

a processor programmed to associate the user with a selected one of the folders based on the identity information; and

a second interface for transmitting the record to the server, where the record is stored in association with the selected folder.

31. The system of claim 30 wherein the information assistance service also provides a directory assistance service.

32. The system of claim 30 wherein the server includes a CRM system.

33. The system of claim 30 wherein the identity information includes an ANI.

34. The system of claim 30 wherein the data includes textual data.

35. The system of claim 30 wherein the data includes audio data.

36. The system of claim 30 wherein the selected folder is associated with a group, and the user is a member of the group.

37. The system of claim 30 wherein the verbal information is elicited from the user by an information assistance provider.

38. The system of claim 37 wherein the information assistance provider includes an operator.

39. The system of claim 37 wherein the information assistance provider includes a voice device.

40. The system of claim 30 wherein the voice call includes a telephone call.

41. A system for providing an information assistance service facilitating access to information maintained in a server, comprising:

an interface for receiving a voice call from a user, the call including a request for accessing information in the server, information being organized in records in the server, the records being associated with one or more folders, each record including a plurality of fields therein;

a processing unit programmed to automatically derive identity information concerning the user from call set-up signals associated with the call;

a processor programmed to associate the user with a selected one of the folders based on the identity information, in response to the request one or more records associated with the selected folder being identified based on content in at least one of the fields of the one or more records; and

a mechanism for verbally conveying data in the identified records to the user.

42. The system of claim 41 wherein an action is performed on the identified records on behalf of the user if it is determined that the user has an access right to perform the action.

43. The system of claim 41 wherein the information assistance service also provides a directory assistance service.

44. The system of claim 41 wherein the server includes a CRM system.

45. The system of claim 41 wherein the identity information includes an ANI.

46. The system of claim 41 wherein the data includes textual data.

47. The system of claim 41 wherein the data includes audio data.

48. The system of claim 41 wherein the selected folder is associated with a group, and the user is a member of the group.

49. The system of claim 41 wherein the data is verbally conveyed by an information assistance provider.

50. The system of claim 49 wherein the information assistance provider includes an operator.

51. The system of claim 49 wherein the information assistance provider includes a voice device.

52. The system of claim 41 wherein the voice call includes a telephone call.

53. The system of claim 41 wherein the one or more records are identified as a result of a search with the content satisfying one or more criteria.

54. The system of claim 53 wherein the one or more criteria concern a given time.

55. The system of claim 53 wherein the one or more criteria concern a given subject.

56. The system of claim 53 wherein the one or more criteria concern a given source of data in the one or more records.

57. The system of claim 41 wherein the one or more records are identified as a result of sorting of records associated with the selected folder.