System and method for the creation and automatic deployment of personalized, dynamic and interactive voice services, with real-time drilling via telephone

• US 6,587,547 B1
• Filed: 12/07/1999
• Issued: 07/01/2003
• Est. Priority Date: 09/13/1999
• Status: Expired due to Term

• Current Assignee: Microstrategy Incorporated
• Original Assignee: Microstrategy Incorporated
• Inventors: Zirngibl, Michael, Patnaik, Anurag, Maass, Bodo
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Escalante, Ovidio
• Application Number:
  US09/455,529
• Time in Patent Office: 1,302 Days
• Field of Search: 379/67.1, 379/88.16, 379/88.17, 379/93.25, 379/88.13, 379/88.14, 379/88.24, 379/88.22, 379/900, 707/1-5, 707/100, 709/201, 709/217, 709/229, 709/202, 704/270, 704/271, 704/275
• US Class Current: 379/88.17
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• 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 2203/1058 Shopping and product ordering
• CPC Class Codes: H04M 2203/1066 Game playing
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42136 Administration or customisation of services
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 : via computer interface
• CPC Class Codes: H04M 3/487 : Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/4872 : Non-interactive information services
• CPC Class Codes: H04M 3/4878 : Advertisement messages
• 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 3/4938 : comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5158 : in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 : Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/533 : Voice mail systems
• CPC Class Codes: H04M 3/53325 : Interconnection arrangements between voice mail systems
• CPC Class Codes: H04M 3/53375 : Message broadcasting
• CPC Class Codes: H04M 7/12 : for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A method and system for accomplishing real-time drilling in conjunction with interactive, real-time, voice transmission of information to a user is disclosed. A voice-based communication between a user and a first system is established and a report is transmitted to the user. The report might comprise information and at least one request for user input based on said information. In response to the report, the user can request that additional information be drawn from the report via drilling. The requested information is extracted from the original report in real-time.

Claims

1. A method for providing interactive, real-time, voice transmission of output from an on-line analytical processing (OLAP) system comprising the steps of:

generating output from an OLAP system;

generating a personalized markup document from the output for a user;

initiating a telephone communication with the user;

utilizing the telephone communication to deliver the output from the OLAP system to the user;

dynamically interacting with the user based on the personalized markup document during the telephone communication;

altering the level of detail in the OLAP output based on the interaction via a drilling process; and

,

utilizing the telephone communication to present the altered OLAP output to the user.

2. The method of claim 1 wherein the step of altering the level of detail via the drilling process further comprises:

generating a query to change the level of detail based on the interaction; and

,

servicing the query.

3. The method of claim 2 wherein the step of generating a query comprises completing a query embedded in the personalized markup document.

4. The method of claim 2 wherein the step of generating a query comprises accessing a query based on information in the personalized markup document.

5. The method of claim 2 wherein the step of generating a query comprises accessing a query using a link in the personalized markup document.

6. The method of claim 2 wherein the step of servicing the query comprises sending an electronic message including the query to the OLAP system to be searched.

7. The method of claim 1 wherein the steps of altering the level of detail and presenting the altered output to the user occur in real-time.

8. The method of claim 1 wherein the step of dynamically interacting comprises the steps of:

presenting the user with information from the personalized markup document;

requesting user input based on the information; and

,

receiving user input.

9. The method of claim 8 wherein the step of requesting user input comprises prompting the user for an input.

10. The method of claim 8 wherein the step of requesting user input comprises presenting the user with one or more options to chose.

11. A system for providing interactive, real-time, voice transmission of output from an on-line analytical processing (OLAP) system comprising:

an OLAP system;

a first system for generating a personalized markup document from output from the OLAP system for a user; and

a call server for establishing a telephone communication with the user, utilizing the telephone communication to deliver OLAP output to the user, dynamically interacting with the user based on the personalized markup document during the telephone communication, and generating a query to alter the level of detail in the OLAP output based on the interaction via a drilling process;

the OLAP system servicing the query to alter the level of detail in the OLAP output based on the dynamic interaction;

the call server utilizing the telephone communication to present the altered OLAP output to the user.

12. The system of claim 11 wherein the OLAP system services the query in real-time.

13. The system of claim 11 wherein the call server comprises a parser that presents information to the user, requests input from the user based on the information and receives user input.

14. The system of claim 13 wherein the request for user input comprises a prompt for user input.

15. The system of claim 13 wherein the request for user input comprises one or more options that are presented to the user.

16. The system of claim 11 wherein the call server comprises a parser that generates the query by completing a query embedded in the personalized markup document.

17. The system of claim 11 wherein the call server comprises a parser that generates the query by accessing a query based on information in the personalized markup document.

18. The system of claim 11 wherein the call server comprises a parser that generates the query by accessing a query using a link in the personalized markup document.

19. The system of claim 11 further comprising an electronic messaging system that sends an electronic message including the query to the OLAP system.