Interactive Personalized E-Experience System and Method for Visual Voice Mail

• US 20110300832A1
• Filed: 06/08/2010
• Published: 12/08/2011
• Est. Priority Date: 06/08/2010
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Mobility II LLC (AT&T, Inc.)
• Inventors: Shaw, Venson M.
• Granted Patent: US 8,417,221 B2
• Time in Patent Office: Days
• US Class Current: 455/412.1
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04M 1/6505 storing speech in digital form

Abstract

In-person shopping at brick-and-mortar locations can be facilitated using visual voicemail systems. A user device can be detected upon entry or proximity to a retail location and a greeting visual voicemail message can be transmitted to the user device. User data may be integrated into the greeting message. The greeting message can also include options for a user to activate that allow the integration of the virtual and physical shopping experience. Options can include requests for sales associate help, product information or location, associated service plans or accessories, etc. Multiple remote resources can be coordinated to service a user'"'"'s requests via a visual voicemail system while the user is shopping in the retail location.

Claims

1. A method of providing a personalized shopping experience, the method comprising:

detecting a wireless device at a premises;

determining user data for a user associated with the wireless device;

generating and transmitting a visual voicemail message to the wireless device, the visual voicemail message comprising at least a portion of the user data and content associated with the premises; and

receiving a response to the visual voicemail message from the wireless device.

2. The method of claim 1, wherein the visual voicemail message comprises interactive content.

3. The method of claim 2, wherein the interactive content comprises a control that generates a request for assistance from premises personnel.

4. The method of claim 2, wherein the interactive content comprises a control that generates a request for product information.

5. The method of claim 2, wherein the interactive content comprises a control that generates a request for product location information.

6. The method of claim 2, wherein the interactive content comprises a control that generates a request for service plan information.

7. The method of claim 1, wherein the at least a portion of the user data comprises a user name.

8. The method of claim 1, wherein the at least a portion of the user data comprises user account data.

9. A wireless device configured to interact with a visual voicemail system, the wireless device located at a premises and comprising:

a transceiver configured to;

transmit a query to a wireless network,

receive a visual voicemail message, and

transmit a response to the visual voicemail message; and

a processor configured to;

present the visual voicemail message to a user, wherein the visual voicemail message comprises user data and contents associated with the premises,

receive an instruction from the user to generate the response to the visual voicemail message; and

generate the response to the visual voicemail message.

10. The wireless device of claim 9, wherein the visual voicemail message comprises a control, wherein the processor configured to receive the instruction from the user to generate the response comprises the processor configured to detect activation of the control, and wherein the processor configured to generate the response to the visual voicemail message comprises the processor configured to generate the response based on activation of the control.

11. The wireless device of claim 10, wherein the control comprises a control to purchase a product, wherein the processor configured to generate the response based on activation of the control comprises the processor configured to generate a request to purchase the product.

12. The wireless device of claim 10, wherein the control comprises a control to pay a bill, wherein the processor configured to generate the response based on activation of the control comprises the processor configured to generate a request to pay the bill.

13. The wireless device of claim 10, wherein the control comprises a control to pay a bill, wherein the processor configured to generate the response based on activation of the control comprises the processor configured to generate a request to pay the bill.

14. The wireless device of claim 13, wherein the processor is further configured to present a bill payment interface to the user.

15. The wireless device of claim 13, wherein the processor configured to generate the request to pay the bill comprises the processor configured to generate a notification for transmission to an agent indicating that bill payment is desired.

16. A system for providing a personalized shopping experience, the system comprising:

a visual voicemail system configured to transmit and receive visual voicemail messages; and

an e-Experience system configured to;

receive a notification that a user device is in or proximate to a premises,

determine user data based on the notification,

generate visual voicemail content comprising the user data and content associated with the premises,

transmit the visual voicemail content to the visual voicemail system, and

receive a response from the user device.

17. The system of claim 16, wherein the e-Experience system is further configured to, responsive to receiving the response, transmit a request for data to a plurality of resources.

18. The system of claim 17, wherein the e-Experience system is further configured to:

receive data from the plurality of resources,

generate additional visual voicemail content comprising at least a portion of the data, and

transmit the additional visual voicemail content to the visual voicemail system.

19. The system of claim 16, wherein the e-Experience system is further configured to determine that the response from the user device indicates a need for in-person assistance and transmit a notification requesting in-person assistance.

20. The system of claim 16, wherein the user data comprises at least one of user account data, user device data, user payment data, and user billing data.