System and Method for Using Voice Over a Telephone to Access, Process, and Carry Out Transactions Over the Internet

• US 20110225041A1
• Filed: 05/26/2011
• Published: 09/15/2011
• Est. Priority Date: 03/21/2000
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: AOL Inc. (Apollo Global Management, Inc.)
• Inventors: Carriere, Steven Jeromy, Quilici, Alexander E., Woods, Steven Gregory
• Granted Patent: US 8,521,585 B2
• Time in Patent Office: Days
• US Class Current: 705/14.51
• CPC Class Codes: G06Q 30/0241 Advertisements
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0253 During e-commerce, i.e. online transactions
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/105 Financial transactions and auctions, e.g. bidding auctioneering devices in packet switching networks H04L12/1804
• CPC Class Codes: H04M 3/4878 Advertisement messages
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A method for executing a transaction related to an item or a service using a telephone includes providing information identifying the item or the service, providing a query as to a transaction to be performed in which the transaction is related to the identified item or service, and sending to a server system a request to execute the transaction related to the identified item or service in response to a user answer. The transaction is executed without the user performing a single action on a computer interface.

Claims

1. A method for executing a transaction related to an item or a service using a telephone, the method comprising:

configuring a hardware-implemented voice portal to provide a telephonic user interface to a telephone user;

storing user demographic information in one or more database;

receiving instructions from a user in the voice portal, said instruction providing information identifying the item or the service and providing a query as to a transaction to be performed, the transaction being related to the identified item or service;

configuring said hardware-implemented voice portal to provide to a server system a request to execute the transaction related to the identified item or service in response to a user answer;

configuring said hardware-implemented voice portal with an advertising submodule configured to selectively provide the user interface with advertisements targeted to particular users based on information about the user, wherein the advertising submodule is configured for setting advertisement selection criteria based on user demographics;

whereby the transaction is executed without the user performing a single action on a computer interface.

2. The method of claim 1, wherein identifying the item or service comprises selectively identifying a category of items and services.

3. The method of claim 2, wherein the step of selectively identifying a category of items and services comprises selectively identifying an attribute of the category of items and services.

4. The method of claim 1, wherein the transaction performed is a purchase.

5. The method of claim 1, wherein the transaction performed is a bid.

6. The method of claim 1, wherein the step of selectively providing an advertisement comprises providing an advertisement on an item or service which is different from the identified item or service.

7. The method of claim 6, further comprising providing a query associated with the advertised item or service as to a transaction to be performed.

8. The method of claim 6, wherein the advertising subsystem is further configured for:

querying said database for a list of possible advertisements based on said selection criteria, resulting in potential advertisements;

ordering potential advertisements based on;

whether said potential advertisements have been delivered a target minimum number of times; and

whether a desired delivery rate has been achieved for said potential advertisements;

delivering advertisements via said user interface based on said ordering.

9. The method of claim 1, further comprising

configuring the advertising subsystem for querying said database to determine if said database contains pre-existing criteria information for said telephone user;

configuring the advertising subsystem for generating a first set of advertisements;

configuring the advertising subsystem for generating weights for said first set of advertisements based a context of said advertisements;

configuring the advertising subsystem for determining whether said context is enough to accurately know what advertisement from the first set of advertisements the user most wants;

configuring the advertising subsystem for deciding if said context is enough to accurately know what the user most wants;

configuring the advertising subsystem for playing said advertisement from the first set of advertisements if said context is enough to accurately know what the user most wants.

10. The method of claim 1, further comprising creating a record of advertisements that were played from said first set of advertisements.

11. The method of claim 1, further comprising recording whether or not an advertisement that was played from said first set of advertisements was completed.

12. The method of claim 1, further comprising recording whether or not an advertisement that was played from said first set of advertisements subject to a user selecting to hear more about a subject of said advertisement.

13. The method of claim 1, further comprising:

coupling a network interface to the at least one database; and

configuring said network interface being configured for;

accessing the item and service information over the Internet;

processing requests related to the item and, service information; and

carrying out transactions involving the identified item or service.

14. The method of claim 13, further comprising configuring a fusion engine to compare information obtained from at least one web site and selectively establish canonical data files corresponding to information gathered from multiple web sites.

15. The method of claim 13, further comprising:

configuring a customer manager module to record user information associated with user preferences and user behavior related to the service; and

configuring said customer manager module for providing user information to the user interface such that the user interface may personalize the service for particular users.

16. The method of claim 13, further comprising:

configuring an existant subsystem coupled to the at least one database, the existant subsystem being configured to manage all information into and out of the at least one database.

17. The method of claim 13, further comprising configuring said user for:

updating said user'"'"'s preferences during said voice communications; and

accepting the input of said user'"'"'s credit card information and storing said credit card information.

18. The method of claim 13, further comprising configuring said advertising subsystem for creating a record of advertisements that were played from said first set of advertisements.

19. The method of claim 13, further comprising configuring said advertising subsystem for recording whether or not an advertisement that was played from said first set of advertisements was completed.

20. The method of claim 13, further comprising configuring said advertising subsystem for recording whether or not an advertisement that was played from said first set of advertisements subject to a user selecting to hear more about a subject of said advertisement.

21. The method of claim 13, further comprising configuring said advertising subsystem for asking a series of questions that allow the user to uniquely identify the product they are interested in.

22. The method of claim 13, further comprising configuring said advertising subsystem for returning product pricing and availability information from various online retailers.

23. The method of claim 13, further comprising configuring said advertising subsystem for ordering products and services.

24. The method of claim 13, further comprising configuring said advertising subsystem for comparing similar products and services on different web sites.

25. The method of claim 1, wherein said telephonic user interface comprises a word-based automatic speech recognition (ASR) engine for speech-based inputs, and wherein said telephonic user interface is further configured for accepting text-based inputs via a keypad if said speech-based input fails.

26. The method of claim 15, further comprising configuring said customer manager for maintaining user preferences based on the items and services involved in said transactions and the pricing information associated with said transactions.

27. The method of claim 15, further comprising configuring said customer manager for maintaining user demographic information by analyzing a history of said transactions.

28. The method of claim 15, further comprising configuring said customer manager for pulling user preferences from users'"'"' personalized web pages.

29. The method of claim 15, further comprising configuring said customer manager for creating user preferences by programming a spider to search a network for new preferences likely to be associated with existing user preferences.

30. The method of claim 15, further comprising configuring said customer manager for creating user preferences by programming a spider to search a network for new preferences likely to be associated with existing user preferences.

31. The method of claim 15, further comprising configuring said customer manager for storing a personal identification number for said users and authenticating said user using said personal identification number before completing a transaction.