PREDICTIVE 411

• US 20140330769A1
• Filed: 05/02/2013
• Published: 11/06/2014
• Est. Priority Date: 05/08/2012
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: NGUYEN, Patrick, NGUYEN, Quang, LINDSETH, Trey
• Granted Patent: US 9,460,237 B2
• Time in Patent Office: Days
• US Class Current: 707/609
• CPC Class Codes: G06F 16/242 Query formulation
• CPC Class Codes: G06F 16/2455 Query execution
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/24578 using ranking
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 16/252 between a Database Management System and a front-end application
• CPC Class Codes: G06F 16/90324 using system suggestions
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/109 Time management, e.g. calendars, reminders, meetings or time accounting
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A system predicts the intent of a user and proactively offers to perform a query that satisfies that intent. Upon the user'"'"'s acceptance of the offer, the system begins a search for related information. The system examines such factors as search terms typed or spoken by said user, historical attributes of said user, historical journey attributes of said user, current journey attributes of said user, user location, user movement, current time, user profile, user calendar, user information stored on, or associated with, a device within the user'"'"'s possession. The system then makes a prediction of any of the user'"'"'s intent, query category, and issue category. Based upon the results of the system'"'"'s prediction, a query that is relevant to the user'"'"'s intent and/or issue categories is presented and, upon the user'"'"'s command, the results of the search are returned to the user.

Claims

1. A computer implemented predictive information method, comprising:

a processor detecting a user action in connection with a device within said user'"'"'s possession;

said processor predicting that said user action, explicitly or implicitly, comprises a query from said user by examining a plurality of any of the following factors;

search terms previously typed or spoken by said user and any other historical attributes of said user, historical journey attributes of said user, current journey attributes of said user, user location, user movement, current time, user profile, user calendar, user information stored on, or associated with, a device within the user'"'"'s possession;

based upon said predicting, said processor determining any of said user'"'"'s intent, query category, and issue category; and

based upon said determining, said processor presenting to said user a proactive offer containing query and/or issue categories related to said user'"'"'s intent.

2. The method of claim 1, said user action comprising a user response to the proactive offer provided to said user by said processor.

3. The method of claim 1, further comprising:

said processor presenting the proactive offer through any of the following;

displayed text, displayed graphics, video, and an audio prompt.

4. The method of claim 1, further comprising:

said processor processing a user response to the proactive offer with a speech recognition grammar.

5. The method of claim 1, further comprising:

said processor running the query contained in the proactive offer upon acceptance by said user and presenting the query results to said user.

6. The method of claim 1, further comprising:

said processor personalizing query results returned to said user.

7. The method of claim 1, further comprising:

said processor predicting preferred sort order for presenting query results.

8. The method of claim 1, further comprising:

based upon said user response to query results, said processor initiating an action.

9. The method of claim 8, said action comprising any of:

dialing a telephone number;

sending a text message;

sending an email;

navigating to a Web page;

posting content to a social media site;

opening an application;

scheduling an appointment and/or meeting;

proposing an alternate meeting location; and

performing text to speech conversion of a query result.

10. The method of claim 1, further comprising:

providing an interactive feature set that allows said user to manipulate said results.

11. The method of claim 1, further comprising:

said processor providing a dialog with which said user can integrate said results with a contacts application.

12. The method of claim 1, further comprising:

said processor performing said prediction and returning results to said user based on said user'"'"'s calendar appointments, said prediction comprising processor access to said user'"'"'s calendar, including scheduled meetings, meeting invitees, and meeting location;

said user'"'"'s contacts;

said user'"'"'s emails;

said user'"'"'s location, including any of said user'"'"'s current location, directional movement; and

current time.

13. The method of claim 12, further comprising:

based upon said prediction, said processor performing any of searching for and providing to said user directions;

posting content to a social media site;

and sending an address for said appointment to one or more attendees.

14. The method of claim 1, further comprising:

said processor performing said prediction and returning results to said user based on integration to one or more reservation systems;

said processor predicting, based on said user'"'"'s current location and a user destination address, said user'"'"'s time of arrival at said destination;

when said user'"'"'s time of arrival is predicted to be after a scheduled appointment at said destination, said processor proactively contacting a reservation system associated with said destination and identifying an available appointment at said destination that is consistent with said user'"'"'s calendar; and

said processor updating both said destination reservation system and said user'"'"'s calendar accordingly.

15. The method of claim 14, wherein said prediction comprises processor access to said user'"'"'s calendar, including scheduled meetings, meeting invitees, and meeting location;

said user'"'"'s contacts;

said user'"'"'s emails;

said user'"'"'s location, including any of said user'"'"'s current location, directional movement;

current time; and

one or more reservation systems.

16. The method of claim 1, further comprising:

said processor performing said prediction and returning results to said user based on usage history;

said usage history comprising at least one search by said user, wherein said user has not visited a business location associated with said search since the search was performed;

said processor tracking said user'"'"'s location over time and determining that said user has not visited a particular business location associated with said search;

when said processor determines that said user'"'"'s current location is proximate to a business location associated with said search, said processor evaluating a plurality of user-related factors that include any of time-of-day, day-of-week, and said user'"'"'s previous behavior, and said processor determining whether said user should be notified of said user'"'"'s proximity to said business location; and

when said processor determines that said user should be notified, said processor sending an alert to said user with an address of, and hours of operation at, said business location.

17. The method of claim 16, wherein said prediction comprises processor access to said user'"'"'s current location, directional movement, and location history;

said user'"'"'s historical search and purchase behavior;

one or more business locations; and

current time.

18. The method of claim 1, further comprising:

said processor performing said prediction and returning results to said user based on data sharing for expedited service;

said user searching for one or more businesses;

when said user connects telephonically to said business, said processor providing said user with a current hold and/or wait time until an agent is available to answer said user'"'"'s call; and

said processor proactively offering to expedite said user'"'"'s call in exchange for said user sharing certain information with said business.

19. The method of claim 18, wherein said prediction comprises processor access to said user'"'"'s personal information, including any of said user'"'"'s name, address, phone number, and photo;

and said user'"'"'s current location and directional movement.

20. An apparatus for providing predictive information, comprising:

a processor configured for detecting a user action in connection with a device within said user'"'"'s possession;

said processor configured for predicting that said user action, explicitly or implicitly, comprises a query from said user by examining a plurality of any of the following factors;

search terms previously typed or spoken by said user and any other historical attributes of said user, historical journey attributes of said user, current journey attributes of said user, user location, user movement, current time, user profile, user calendar, user information stored on, or associated with, a device within the user'"'"'s possession;

based upon said predicting, said processor configured for determining any of said user'"'"'s intent, query category, and issue category; and

based upon said determining, said processor configured for presenting to said user a proactive offer containing query and/or issue categories related to said user'"'"'s intent.