Technique for continually assisting a user during an information assistance call

• US 20060245576A1
• Filed: 04/27/2005
• Published: 11/02/2006
• Est. Priority Date: 04/27/2005
• Status: Active Grant

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Grape Technology Group Incorporated (KGB)
• Inventors: Henry, Gary E.
• Granted Patent: US 7,929,681 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 2203/552 Call annotations
• 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

Abstract

A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.

Claims

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

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

conducting a search on a database in response to the request;

storing a result of the search in association with the call;

connecting the user to a communications device associated with a desired party;

reconnecting the user to an information assistance provider to further assist the user during the call;

retrieving the search result;

performing an analysis of the search result; and

further assisting the user based on the analysis;

wherein the further assistance involves a second search, and a result of the second search is stored in association with the call in anticipation of the user returning to a second information assistance provider during the call.

2. The method of claim 1 wherein the information assistance provider includes an operator.

3. The method of claim 1 wherein the user is reconnected to the information assistance provider after detection of a predetermined signal initiated by the user.

4. The method of claim 3 wherein the signal includes a signal resulting from the user'"'"'s pressing a predetermined key on the user'"'"'s telephone keypad.

5. The method of claim 4 wherein the signal comprises a DTMF signal.

6. The method of claim 1 wherein the search result includes a telephone number associated with the desired party.

7. The method of claim 6 wherein the analysis includes a reverse search on the telephone number.

8. The method of claim 7 wherein the reverse search yields at least one of an address and a name of the desired party.

9. The method of claim 1 wherein the information assistance request concerns a purchase of a product or a service.

10. The method of claim 9 wherein the desired party includes a provider of the product or the service.

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

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

performing the following one or more times;

(a) conducting a search on a database for a destination telephone number associated with a party desired by the user;

(b) connecting the user to a communications device associated with the destination telephone number;

(c) storing the destination telephone number in association with the call;

(d) reconnecting the user to an information assistance provider during the call;

(e) retrieving the destination telephone number;

(f) conducting a reverse search on the destination telephone number; and

(g) assisting the user based on a result of the reverse search.

12. The method of claim 11 wherein the information assistance provider includes an operator.

13. The method of claim 11 wherein the user is reconnected to the information assistance provider after detection of a predetermined signal initiated by the user.

14. The method of claim 13 wherein the signal includes a signal resulting from the user'"'"'s pressing a predetermined key on the user'"'"'s telephone keypad.

15. The method of claim 14 wherein the signal comprises a DTMF signal.

16. The method of claim 11 wherein the result of the reverse search includes at least one of an address of a name of the desired party.

17. The method of claim 11 wherein the information assistance request concerns a purchase of a product or a service.

18. The method of claim 17 wherein the desired party includes a provider of the product or the service.

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

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

a database, a search being conducted on the database in response to the request;

storage for storing a result of the search in association with the call;

a first mechanism for connecting the user to a communications device associated with a desired party;

a second mechanism for reconnecting the user to an information assistance provider to further assist the user during the call, the search result being retrieved from the storage; and

a server for performing an analysis of the search result, the user being further assisted based on the analysis;

wherein the further assistance involves a second search, and a result of the second search is stored in association with the call in anticipation of the user returning to a second information assistance provider during the call.

20. The system of claim 19 wherein the information assistance provider includes an operator.

21. The system of claim 19 wherein the user is reconnected to the information assistance provider after detection of a predetermined signal initiated by the user.

22. The system of claim 21 wherein the signal includes a signal resulting from the user'"'"'s pressing a predetermined key on the user'"'"'s telephone keypad.

23. The system of claim 22 wherein the signal comprises a DTMF signal.

24. The system of claim 19 wherein the search result includes a telephone number associated with the desired party.

25. The system of claim 24 wherein the analysis includes a reverse search on the telephone number.

26. The system of claim 25 wherein the reverse search yields at least one of an address and a name of the desired party.

27. The system of claim 19 wherein the information assistance request concerns a purchase of a product or a service.

28. The system of claim 27 wherein the desired party includes a provider of the product or the service.

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

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

a processing unit configured to perform the following one or more times;

(a) conducting a search on a database for a destination telephone number associated with a party desired by the user;

(b) connecting the user to a communications device associated with the destination telephone number;

(c) storing the destination telephone number in association with the call;

(d) reconnecting the user to an information assistance provider during the call;

(e) retrieving the destination telephone number;

(f) conducting a reverse search on the destination telephone number; and

(g) assisting the user based on a result of the reverse search.

30. The system of claim 29 wherein the information assistance provider includes an operator.

31. The system of claim 29 wherein the user is reconnected to the information assistance provider after detection of a predetermined signal initiated by the user.

32. The system of claim 31 wherein the signal includes a signal resulting from the user'"'"'s pressing a predetermined key on the user'"'"'s telephone keypad.

33. The system of claim 32 wherein the signal comprises a DTMF signal.

34. The system of claim 29 wherein the result of the reverse search includes at least one of an address of a name of the desired party.

35. The system of claim 29 wherein the information assistance request concerns a purchase of a product or a service.

36. The system of claim 35 wherein the desired party includes a provider of the product or the service.