Technique for continually assisting a user during an information assistance call
First Claim
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1. A method for providing an information assistance service, comprising:
- receiving a communication from a requester, the communication including an information assistance request;
conducting a search on a database in response to the request;
retrieving a result based on said search on said database including connection data for connecting said requester to a communications device associated with a desired party;
storing a result of the search in association with the call, wherein said information assistance request and said retrieved result of connection data for connecting said requester to a communications device associated with said desired party constitutes an information exchange stored in said result;
reviewing said information exchange in said stored result, corresponding to at least a portion of the call transcript to derive a context of said information assistance request, said context being derived from, but not explicitly contained in said information exchanges in the call, wherein said context relates to, but is not the same as, said information assistance request and said connection data for connecting said requester to said communications device associated with said desired party; and
delivering at least one advertisement to said requester based on said derived context.
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Abstract
A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.
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Citations
14 Claims
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1. A method for providing an information assistance service, comprising:
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receiving a communication from a requester, the communication including an information assistance request; conducting a search on a database in response to the request; retrieving a result based on said search on said database including connection data for connecting said requester to a communications device associated with a desired party; storing a result of the search in association with the call, wherein said information assistance request and said retrieved result of connection data for connecting said requester to a communications device associated with said desired party constitutes an information exchange stored in said result; reviewing said information exchange in said stored result, corresponding to at least a portion of the call transcript to derive a context of said information assistance request, said context being derived from, but not explicitly contained in said information exchanges in the call, wherein said context relates to, but is not the same as, said information assistance request and said connection data for connecting said requester to said communications device associated with said desired party; and delivering at least one advertisement to said requester based on said derived context. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system for providing an information assistance service, comprising:
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an interface for receiving a communication from a requester, the call including an information assistance request; a database, a search being conducted on the database in response to the request, in response to which said database provides a result based on said search including connection data for connecting said requester to a communications device associated with a desired party; storage for storing a result of the search in association with the call, wherein said information assistance request and said retrieved result of connection data for connecting said requester to said communications device associated with said desired part constitutes an information exchange stored in said result; a mechanism for reviewing said information exchange in said stored result corresponding to at least a portion of a call transcript to derive a context of said information assistance request, said context being derived from, but not explicitly contained in said information exchanges in the call, wherein said context relates to but is not the same as said information assistance request and said connection data for connecting said requester to said communication device associated with said desired party, and a mechanism for delivering at least one advertisement to said user based on said derived context. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification