Personalizing communications services using environmental data

• US 9,930,176 B2
• Filed: 01/03/2017
• Issued: 03/27/2018
• Est. Priority Date: 11/30/2011
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.), AT&T Mobility II LLC (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.), AT&T Mobility II LLC (AT&T, Inc.)
• Inventors: Stine, Ted, Speeney, Joseph Anthony
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US15/396,859
• Publication Number:
  US 20170149968A1
• Time in Patent Office: 448 Days
• Field of Search: 379 8813, 37926501, 37926505, 37926511, 37926601, 37926608, 3792651, 704240, 704262
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42357 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A method for personalizing communication services includes defining selectable options for a system that provides communication services. When a communication from a party is received, a computer of the system automatically determines, based on environmental data provided for the communication independent of information provided by the party during the communication, information predictive of potential objectives potentially desired by the party initiating the communication. Probabilities are assigned, based on the predictive information, that the selectable options will address the potential objectives. The selectable options are dynamically updated selectable options based on the assigned probabilities. Communications with the initiating party are in accordance with a script that includes the updated selectable options.

Claims

1. A method for personalizing communication services, comprising:

defining selectable options for a system that provides communication services;

receiving a communication from a party;

automatically determining, by a processor of the system and based on environmental data provided for the communication independent of information provided by the party during the communication, information predictive of potential objectives potentially desired by the party initiating the communication;

assigning, based on the predictive information, probabilities that the selectable options will address the potential objectives; and

dynamically updating the selectable options to updated selectable options based on the assigned probabilities,

wherein communications with the initiating party are in accordance with a script that includes the updated selectable options.

2. The method of claim 1, wherein the communication comprises an electronic message.

3. The method of claim 1, wherein the communication comprises an Internet chat message.

4. The method of claim 1, wherein the communication comprises a video conference.

5. The method of claim 1, wherein recent Internet chat sessions with other parties are analyzed to determine most popular initial selections of the other parties, the most popular initial selections of the other parties being used at least in part to determine the selectable options to offer to the party.

6. The method of claim 1, further comprising:

determining the environmental data.

7. The method of claim 6, wherein the determining the environmental data comprises checking one or more services purchased by the party.

8. The method of claim 1, further comprising checking for a social media account of the party.

9. The method of claim 1, further comprising identifying information shared by the party on a social network website.

10. The method of claim 9, further comprising using the information shared by the party on the social network website to assist a contact of the party when a communication from the contact of the party is received.

11. The method of claim 9, wherein the information shared by the party on the social network website includes products indicated to be liked by the party.

12. The method of claim 9, wherein the information shared by the party on the social network website includes ratings of the party.

13. The method of claim 8, further comprising updating the script based upon information obtained from the social media account of the party.

14. The method of claim 1, wherein the selectable options include a set of options to offer the party based on recent chat sessions between the party and other parties in a geographic area of the party.

15. The method of claim 1, wherein the environmental data comprises location information about a location of the party, and wherein the selectable options are updated based on information regarding the location.

16. The method of claim 1, wherein the dynamically updating comprises altering an order of two or more selectable options.

17. The method of claim 1, further comprising:

assigning, a second time, after the updated selectable options are presented to the party and the party makes one or more selections of the selectable options, and based on the predictive information, probabilities that selectable options will address the potential objectives.

18. The method of claim 17, further comprising:

dynamically updating the selectable options to include the updated selectable options based on the selection by the party and the probabilities that are assigned the second time.

19. A non-transitory computer readable medium that stores a set of executable instructions for personalizing communication services, the executable instructions, when executed by a processor, causes the processor to perform operations comprising:

defining selectable options for a system that provides communication services;

receiving a communication from a party;

automatically determining based on environmental data provided for the communication independent of information provided by the party during the communication, information predictive of potential objectives potentially desired by the party initiating the communication;

assigning, based on the predictive information, probabilities that the selectable options will address the potential objectives; and

dynamically updating the selectable options to updated selectable options based on the assigned probabilities,

wherein communications with the initiating party are in accordance with a script that includes the updated selectable options.

20. A computer platform of a system that executes executable instructions for personalizing communication services, the computer platform comprising:

a memory; and

a processor,

wherein the processor executes the executable instructions, and the instructions, when executed, cause the processor to perform operations comprising;

defining selectable options for a system that provides communication services;

receiving a communication from a party;

automatically determining based on environmental data provided for the communication independent of information provided by the party during the communication, information predictive of potential objectives potentially desired by the party initiating the communication;

assigning, based on the predictive information, probabilities that the selectable options will address the potential objectives; and

dynamically updating the selectable options to updated selectable options based on the assigned probabilities,

wherein communications with the initiating party are in accordance with a script that includes the updated selectable options.