ACTIVE RECORDS FOR INTERACTIVE SYSTEMS

• US 20160080567A1
• Filed: 09/11/2014
• Published: 03/17/2016
• Est. Priority Date: 09/11/2014
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Hooshiari, Alireza, Fan, James W.
• Granted Patent: US 10,084,911 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• 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 personalized interactive service is provided by setting a profile of an individual for use by an entity that provides the interactive service. At least a portion of the profile is set independent of any network communication session between the individual and the entity. A personalized interactive script is personalized for the individual in the event that the individual initiates a communication with the entity to obtain the interactive service. The personalized interactive service is provided to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity.

Claims

1. A method of providing a personalized interactive service, comprising:

setting a profile of an individual for use by an entity that provides the interactive service, at least a portion of the profile being set independent of any network communication session between the individual and the entity;

personalizing, using a tangible processor and based on the profile, a personalized interactive script for the individual in the event that the individual initiates a communication with the entity to obtain the interactive service; and

providing the personalized interactive service to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity.

2. The method of claim 1,

wherein an entirety of the profile is set independent of any network communication session between the individual and the entity.

3. The method of claim 1,

wherein the profile is first set when the individual establishes a contractual relationship with the entity.

4. The method of claim 3,

wherein the profile is first set when the individual purchases a subscription.

5. The method of claim 3,

wherein the profile is first set when the individual makes a purchase from the entity.

6. The method of claim 1, further comprising:

identifying, from an external source, information determined to relate to the individual and independent of any network communication session between the individual and the entity.

7. The method of claim 6, further comprising:

modifying the personalized interactive script based on the information from the external source determined to relate to the individual.

8. The method of claim 7,

wherein the identifying occurs before any network communication session between the individual and the entity.

9. The method of claim 7,

wherein the identifying occurs between network communications between the individual and the entity.

10. The method of claim 1, further comprising:

wherein the service is provided by interacting with the individual in accordance with the personalized interactive script.

11. The method of claim 1, further comprising:

monitoring a resource external to the entity that sets the personalized interactive script for information that may relate to the individual;

determining that the information relates to the individual based on the monitoring,

and modifying the profile based on the information determined based on the monitoring.

12. The method of claim 11,

wherein the setting, personalizing, monitoring and modifying all take place before the individual initiates the communication.

13. The method of claim 12,

wherein identification of the information determined to relate to the individual results in modification of personalized interactive scripts for a plurality of individuals.

14. The method of claim 1, further comprising:

updating the profile based on information provided when the individual initiates the communication but before the interactive service is provided.

15. The method of claim 1,

wherein the profile of the individual is derived in part from a profile of a group that includes the individual.

16. The method of claim 1, further comprising:

updating the profile based on communications from other individuals in locations determined to be proximate to the individual.

17. The method of claim 1,

wherein the profile is updated based on information obtained from an online social network.

18. The method of claim 1, further comprising:

determining, based on the profile, a set of potential reasons that the individual is initiating the communication;

assigning a probability to each potential reason based on predetermined formulas, and

providing the interactive service by initially asking the individual if they are initiating the communication based on the potential reason with the highest assigned probability.

19. A computer apparatus, comprising:

a memory that stores instructions for providing a personalized interactive service, and

a processor that executes the instructions,

wherein, when executed by the processor, the instructions cause the processor to perform operations comprising;

setting a profile of an individual for use by an entity that provides the interactive service, at least a portion of the profile being set independent of any network communication session between the individual and the entity;

personalizing, using a tangible processor and based on the profile, a personalized interactive script for the individual in the event that the individual initiates a communication with the entity to obtain the interactive service; and

providing the personalized interactive service to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity.

20. A tangible computer readable storage medium that stores a computer program for providing a personalized interactive service, the computer program, when executed by a processor, causing a computer apparatus to perform a process comprising:

setting a profile of an individual for use by an entity that provides the interactive service, at least a portion of the profile being set independent of any network communication session between the individual and the entity;

personalizing, using a tangible processor and based on the profile, a personalized interactive script for the individual in the event that the individual initiates a communication with the entity to obtain the interactive service; and

providing the personalized interactive service to the individual when the personalized interactive script is executed based on the individual initiating a communication session between the individual and the entity.