Method and Apparatus for Providing Enhanced Communications

• US 20140241513A1
• Filed: 02/28/2013
• Published: 08/28/2014
• Est. Priority Date: 02/28/2013
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Springer, Stephen R.
• Granted Patent: US 9,185,214 B2
• Time in Patent Office: Days
• US Class Current: 379/88.01
• CPC Class Codes: H04M 2203/6081 Service authorization mechanisms
• 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
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Call service centers typically require a user to confirm its identity by manually entering identification. An embodiment of the present invention uses a client device'"'"'s identification to identify a user securely without requiring a user to enter identification manually. The client device'"'"'s automatic numbering identification (ANI) number is an example of identification of the user, and the client device'"'"'s media access control address is an example of information used, as an encryption key, to verify that the ANI number is not spoofed. In one embodiment, the client device provides the ANI number to a data server prior to a call, and the data server provides information to enable enhancement of the call either by sending the information to the call center directly or via the client device. Benefits of embodiments of the present invention include a reduced load on call service centers, reduced call time, and increased user satisfaction.

Claims

1-16. -16. (canceled)

17. A method for providing enhanced communications, the method comprising:

by a data server, in response to a communication request initiated by a client device, obtaining information associated with the client device; and

by the data server, forwarding the information associated with the client device to an interactive response server to provide enhanced communications between the client device and the interactive response server.

18. The method of claim 17 further including, by the data server, obtaining the information associated with the client device as a function of accessing a database having information describing the client device therein.

19. The method of claim 17, further comprising:

by the data server, in response to the communication request initiated by the client device, obtaining information associated with the communication request; and

by the data server, forwarding the information associated with the communication request to an interactive response server to provide enhanced communications between the client device and the interactive response server.

20. The method of claim 19, further comprising:

generating a passcode;

encrypting the passcode using an encryption key unique to each client device; and

storing the passcode in the database.

21. The method of claim 19 wherein obtaining the information associated with the communications request further includes obtaining the information associated with the communications request as a function of accessing the database having identifying information describing the client device therein.

22. The method of claim 19 further comprising dynamically allocating the identifying information associated with the client device.

23. The method of claim 19 further comprising generating a passcode.

24. The method of claim 19 further comprising encrypting the passcode with the identifying information.

25. An apparatus for providing enhanced communications, the apparatus comprising:

a request module at a data server configured to obtain information associated with a client device responsive to a communication request from the client device; and

a forwarding module configured to forward the information associated with the client device to an interactive response server to provide enhanced communications between the client device and an interactive voice response server.

26. The apparatus of claim 25, wherein the data server further includes a passcode generation module configured to generate a passcode, and an encryption module configured to encrypt the passcode and store the passcode in the database.

27. The apparatus of claim 25 wherein the data server is configured to obtain the identifying information associated with the client device as by accessing the database having identifying information describing the client device therein.

28. The apparatus of claim 25 wherein the data server is configured to dynamically allocate the identifying information associated with the client device.

29. The apparatus of claim 25 further comprising a passcode generation module configured to generate a passcode.

30. The apparatus of claim 25 further comprising an encryption module configured to generate authenticating information associated with the client device to encrypt the passcode with the identifying information.

31. The apparatus of claim 25, wherein the request module is further configured to, in response to the communication request initiated by the client device, obtain information associated with the communication request, and further wherein forwarding module is further configured to forward the information associated with the communication request to an interactive response server to provide enhanced communications between the client device and the interactive response server.

32. A method for providing enhanced communications, the method comprising:

by an interactive response server, obtaining information associated with a communications request initiated by a client device and information associated with the client device from a data server; and

establishing enhanced communications with the client device using the information obtained from the data server.

33. The method of claim 32 wherein the request module further includes:

receiving identifying information from a client device;

forwarding the identifying information;

obtaining identifying information associated with a communications request initiated by a client device from a data server; and

obtaining authenticating information associated with the client device from the client device.

34. The method of claim 32 further comprising:

determining whether the identifying information matches the authenticating information; and

establishing enhanced communications with the client device using the information obtained from the data server a match is determined.

35-37. -37. (canceled)