Predictive 411

• US 9,460,237 B2
• Filed: 05/02/2013
• Issued: 10/04/2016
• Est. Priority Date: 05/08/2012
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: Nguyen, Quang, Nguyen, Patrick, Lindseth, Trey
• Primary Examiner(s): MORRISON, JAY A
• Application Number:
  US13/875,607
• Publication Number:
  US 20140330769A1
• Time in Patent Office: 1,251 Days
• Field of Search: None
• US Class Current: 1/1
• 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:

detecting, by an application executed by a processor of a mobile computing device associated with a user, a user action performed on the mobile computing device within said user'"'"'s possession;

predicting, by said application, that said user action, either explicitly or implicitly, comprises a query from said user by examining said user'"'"'s calendar and at least one of user information stored on the mobile computing device, current time, search terms previously typed or spoken by said user and any other historical attributes of said user, user movement, historical or current journey attributes of said user, user profile, and user location;

based upon said predicting,

determining, by said application, any of said user'"'"'s intent, query category, and issue category; and

based upon said determining,

formulating, by said application, a proactive offer to perform an action on behalf of said user that is related to said user'"'"'s intent; and

delivering, by said application, the proactive offer to said user via an alert initiated by the application.

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

3. The method of claim 1, further comprising:

presenting, by said application, 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:

processing, by said application, a user response to the proactive offer with a speech recognition grammar.

5. The method of claim 1, wherein performing the action further comprises:

running, by said application, a query contained in the proactive offer upon acceptance by said user; and

presenting, by said application, query results to said user.

6. The method of claim 5, further comprising:

personalizing, by said application, the query results returned to said user based on a user preference.

7. The method of claim 1, further comprising:

running, by said application, a query contained in the proactive offer; and

predicting, by said application, a preferred sort order for presenting query results to said user.

8. The method of claim 1, further comprising:

determining, by said application, whether said user has provided a user response;

in response to determining the user response was provided,

analyzing, by said application, said user response; and

initiating, by said application, the action based on said analyzing.

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 5, further comprising:

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

11. The method of claim 5, further comprising:

providing, by said application, a dialog with which said user can integrate said query results with a contacts application.

12. The method of claim 1, further comprising:

performing, by said application, said action by running a query; and

returning, by said application, query results to said user based on said user'"'"'s calendar appointments,

wherein running said query requires the application be allowed to access 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 and directional movement; and

current time.

13. The method of claim 12, further comprising:

performing, by said application, any of searching for and providing to said user directions;

posting content to a social media site; and

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

14. The method of claim 1, further comprising:

performing, by said application, said action and returning results to said user based on integration to one or more reservation systems;

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

when said user'"'"'s time of arrival is predicted to be after a scheduled appointment at said destination,

proactively contacting, by said application, a reservation system associated with said destination and identifying an available appointment at said destination that is consistent with said user'"'"'s calendar; and

updating, by said application, both said reservation system and said user'"'"'s calendar accordingly.

15. The method of claim 14, wherein performing said action requires the application be allowed to access 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 and directional movement;

current time; and

one or more reservation systems.

16. The method of claim 1, further comprising:

performing, by said application, said action and returning results to said user based on usage history of the application, said usage history comprising a search by said user;

tracking, by said application, said user'"'"'s location over time and determining that said user has not visited a business location associated with said search since the search was performed;

in response to determining that said user'"'"'s current location is proximate to the business location associated with said search,

evaluating, by said application, a plurality of user-related factors that include any of time-of-day, day-of-week, and said user'"'"'s previous behavior;

determining, by said application, whether said user should be notified of said user'"'"'s proximity to said business location; and

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

17. The method of claim 16, wherein performing said action requires the application be allowed to access 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:

performing, by said application, said action and returning results to said user based on data sharing for expedited service;

allowing said user to search for a business;

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

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

19. The method of claim 18, wherein performing said action requires the application be allowed to access 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, the apparatus comprising:

a processor that executes an application that is configured for detecting a user action performed on a mobile computing device within said user'"'"'s possession;

said application configured for predicting that said user action, either explicitly or implicitly, comprises a query from said user by examining said user'"'"'s calendar and at least one of user information stored on, or associated with, the mobile computing device, current time, search terms previously typed or spoken by said user and any other historical attributes of said user, user movement, historical or current journey attributes of said user, user profile, and user location;

based upon said predicting,

said application configured for determining any of said user'"'"'s intent, query category, and issue category; and

based upon said determining,

said application configured for formulating a proactive offer to perform an action on behalf of said user that is related to said user'"'"'s intent; and

said application configured for delivering the proactive offer to said user via an alert initiated by the application.