System and method for improved directory assistance including re-dial feature
First Claim
1. A directory assistance system comprising:
- a request handling module, for receiving a plurality of incoming directory assistance requests from requesters;
an agent platform for handling said directory assistance requests, where, in response to said directory assistance requests, at least one listing is provided to said requester;
a record database for storing a record relating to a first directory assistance request, said record including a first identifier, a time and a listing entry, wherein said record is stored for a predetermined amount of time based on either one of a request history of said requester associated with said record or a device type of said requester associated with said record; and
an incoming request tracking module configured to track a subsequent incoming directory assistance request,wherein said incoming request tracking module reviews a second identifier associated with said subsequent directory assistance request, compares said second identifier against said first identifiers in said records stored in said record database, and if a record has a first identifier matching said second identifier from said subsequent incoming directory assistance request, then prior to said subsequent directory assistance request being sent to said agent platform, presenting directly to said requester an offering to automatically provide to said requester said stored listing entry from said record relating to the request made immediately preceding said subsequent request, andif said offer is accepted by said requester, automatically connecting said requester to said at least one listing corresponding to a first directory assistance request, andif said offer is declined by said requester, connecting said requester to said agent platform.
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Accused Products
Abstract
A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.
4 Citations
13 Claims
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1. A directory assistance system comprising:
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a request handling module, for receiving a plurality of incoming directory assistance requests from requesters; an agent platform for handling said directory assistance requests, where, in response to said directory assistance requests, at least one listing is provided to said requester; a record database for storing a record relating to a first directory assistance request, said record including a first identifier, a time and a listing entry, wherein said record is stored for a predetermined amount of time based on either one of a request history of said requester associated with said record or a device type of said requester associated with said record; and an incoming request tracking module configured to track a subsequent incoming directory assistance request, wherein said incoming request tracking module reviews a second identifier associated with said subsequent directory assistance request, compares said second identifier against said first identifiers in said records stored in said record database, and if a record has a first identifier matching said second identifier from said subsequent incoming directory assistance request, then prior to said subsequent directory assistance request being sent to said agent platform, presenting directly to said requester an offering to automatically provide to said requester said stored listing entry from said record relating to the request made immediately preceding said subsequent request, and if said offer is accepted by said requester, automatically connecting said requester to said at least one listing corresponding to a first directory assistance request, and if said offer is declined by said requester, connecting said requester to said agent platform. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for providing directory assistance comprising the steps of:
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receiving a plurality of incoming directory assistance requests from requesters at a request handling module; handling said directory assistance requests at an agent platform, wherein responses to said directory assistance requests include at least one listing is provided to said requester; storing a record relating to a first directory assistance request in a record database, said record including a first identifier, a time and a listing entry, wherein said record is stored for a predetermined amount of time based on either one of a request history of said requester associated with said record or a device type of said requester associated with said record; and tracking a subsequent incoming directory assistance request at an incoming request tracking module, wherein said incoming request tracking module reviews a second identifier associated with said subsequent directory assistance request, compares said second identifier against said first identifiers in said records stored in said record database, and if a record has a first identifier matching said second identifier from said subsequent incoming directory assistance request, then prior to said subsequent directory assistance request being sent to said agent platform, presenting directly to said requester an offering to automatically provide said stored listing entry from said record relating to the request made immediately preceding said subsequent request, and if said offer is accepted by said requester, automatically connecting said requester to said at least one listing corresponding to a first directory assistance request, and if said offer is declined by said requester, connecting said requester to said agent platform. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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Specification