System and method for real-time, personalized, dynamic, interactive voice services for information related to existing travel schedule

• US 6,836,537 B1
• Filed: 12/07/1999
• Issued: 12/28/2004
• Est. Priority Date: 09/13/1999
• Status: Expired due to Term

• Current Assignee: Microstrategy Incorporated
• Original Assignee: Microstrategy Incorporated
• Inventors: Saylor, Michael J., Richards, Frederick III, Zirngibl, Michael, Patnaik, Anurag
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Chow, Ming
• Application Number:
  US09/455,523
• Time in Patent Office: 1,848 Days
• Field of Search: 705/5, 705/6, 701/201, 701/208, 701/211, 701/207, 701/209, 701/212, 701/213, 340/990, 340/988, 340/989, 379/67.1, 379/201.01, 755/6
• US Class Current: 379/67.1
• CPC Class Codes: G06Q 10/025 Coordination of plural reservations, e.g. plural trip segments, transportation combined with accommodation
• 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

Abstract

A system and method for creation and automatic deployment of personalized, dynamic and interactive voice services relating to subscriber travel, including information derived from on-line analytical processing (OLAP) systems. More specifically, the invention relates to a system and method that enable personalized delivery of travel-related information in real-time, via natural language voice communication with a voice-enabled terminal device.

Claims

1. A method of operating a voice service for providing real-time transmissions of travel information to a user, the method comprising the steps of:

receiving, for a user, personal information and an existing travel schedule having at least two travel components, wherein the at least two travel components are selected from the group consisting of an airline flight reservation, train reservation, bus reservation, car rental reservation, room reservation, and one or more tickets to an event;

determining that at least one of the at least two travel components has been altered;

determining options to modify each of the at least two travel components of the existing travel schedule based on the personal information and the at least one altered travel component;

generating content related to the existing travel schedule from the determined options;

initiating an outbound communication to the user using the personal information; and

communicating the content to the user during the communication.

2. A method of operating a voice service for providing real-time transmissions of travel information to a user, the method comprising the steps of:

receiving for a user, personal information and an existing travel schedule having at least two travel components, wherein the at least two travel components are selected from the group consisting of an airline flight reservation, train reservation, bus reservation, car rental reservation, room reservation, and one or more tickets to an event;

determining that at least one of the at least two travel components has been altered;

determining options to modify each of the at least two travel components of the existing travel schedule based on the personal information and the at least one altered travel component;

generating content related to the existing travel schedule from the determined options;

initiating an outbound communication to the user using the personal information;

communicating the content to the user; and

receiving a transmission from the user in response to the content, wherein the transmission comprises instructions to modify the existing travel schedule.

3. A voice service system for providing real-time transmissions of travel information to a user, comprising:

means for receiving, for a user, personal information and an existing travel schedule having at least two travel components, wherein the at least two travel components are selected from the group consisting of an airline flight reservation, train reservation, bus reservation, car rental reservation, room reservation, and one or more tickets to an event;

means for determining that at least one of the at least two travel components has been altered;

means for determining options to modify each of the at least two travel components of the existing travel schedule based on the personal information and the at least one altered travel component;

means for generating content related to the existing travel schedule from the determined options;

means for initiating an outbound communication to the user using the personal information; and

means for communicating the content to the user during the communication.

4. A voice service system for providing real-time transmissions of travel information to a user, comprising:

means for receiving, for a user, personal information and an existing travel schedule having at least two travel components, wherein the at least two travel components are selected from the group consisting of an airline flight reservation, train reservation, bus reservation, car rental reservation, room reservation, and one or more tickets to an event;

means for determining that at least one of the at least two travel components has been altered;

means for determining options to modify each of the at least two travel components of the existing travel schedule based on the personal information and the at least one altered travel component;

means for generating content related to the existing travel schedule from the determined options;

means for initiating an outbound communication to the user using the personal information;

means for communicating the content to the user; and

means for receiving a transmission from the user in response to the content, wherein the transmission comprises instructions to modify the existing travel schedule.

5. A method of providing real-time transmissions of travel information to a user, comprising the steps of:

providing at least one voice service that can output travel information to a user when the at least one voice service is executed;

enabling a user to subscribe to the at least one voice service and provide personal information, wherein the personal information comprises at least user contact information, and to specify at least one scheduling condition to be satisfied;

determining, when the at least one scheduling condition has been satisfied, which of at least one travel component of a user'"'"'s existing travel schedule has been altered;

determining options to modify the user'"'"'s existing travel schedule based in part on the at least one altered travel component and the personal information;

generating content related to the user'"'"'s existing travel schedule from the determined options;

initiating an outbound communication to the user using the user contact information;

communicating the content to the user; and

receiving a transmission from the user in response to the content, wherein the transmission comprises instructions to modify the user'"'"'s existing travel schedule.

6. The method of claim 5, wherein the personal information further comprises at least one of a name, home address, office address, or travel preferences.

7. The method of claim 6, wherein the personal information further comprises travel preferences, and wherein the travel preferences comprise at least one of airline travel preferences, rental car preferences, hotel preferences, frequent traveler numbers, or travel club memberships.

8. The method of claim 5, wherein the user contact information comprises at least one of a land-line telephone number, mobile telephone number, e-mail address, pager number, or personal digital assistant information.

9. The method of claim 5, wherein the at least one travel component comprises at least one of an airline flight reservation, car rental reservation, hotel reservation, scheduled conference, or tickets to an event.

10. The method of claim 5, wherein the at least one travel component is a reservation for an airline flight, and wherein the at least one altered travel component comprises at least one of the airline flight being cancelled, delayed, or overbooked.

11. The method of claim 5, wherein the at least one travel component is a reservation for a car rental, and wherein the at least one altered travel component comprises an overbooked car rental agency.

12. The method of claim 5, wherein the at least one travel component is stored in a at least one travel component database.

13. The method of claim 12, wherein the at least one travel component database comprises at least one of an airline flight information database, rental car information database, hotel reservation database, meeting database, or convention database.

14. The method of claim 12 further comprising enabling a user to specify a predetermined schedule for querying the at least one travel component database to determine whether the at least one travel component has been altered.

15. The method of claim 5, wherein the determined options include options to cancel or reschedule the at least one altered travel component.

16. The method of claim 15, wherein the determined options include options to cancel or reschedule one or more additional travel components comprising the user'"'"'s existing travel schedule in addition to the at least one altered travel component.

17. The method of claim 5, wherein the determined options are further based on user-specified destination preferences to be monitored, the user-specified destination preferences comprising at least one of weather, traffic, current event information, or financial information pertaining to a destination in the user'"'"'s existing travel schedule.

18. A system for providing real-time transmissions of travel information to a user, comprising:

means for providing at least one voice service that can output travel information to a user when the at least one voice service is executed;

means for enabling a user to subscribe to the at least one voice service and provide personal information, wherein the personal information comprises at least user contact information, and to specify at least one scheduling condition to be satisfied;

means for determining, when the at least one scheduling condition has been satisfied, which of at least one travel component of a user'"'"'s existing travel schedule has been altered;

means for determining options to modify the user'"'"'s existing travel schedule based in part on the at least one altered travel component and the personal information;

means for generating content related to the user'"'"'s existing travel schedule from the determined options;

means for initiating an outbound communication to the user using the user contact information;

means for communicating the content to the user; and

means for receiving a transmission from the user in response to the content, wherein the transmission comprises instructions to modify the user'"'"'s existing travel schedule.

19. The system of claim 18, wherein the personal information further comprises at least one of a name, home address, office address, or travel preferences.

20. The system of claim 19, wherein the personal information further comprises travel preferences, and wherein the travel preferences comprise at least one of airline travel preferences, rental car preferences, hotel preferences, frequent traveler numbers, or travel club memberships.

21. The system of claim 18, wherein the user contact information comprises at least one of a land-line telephone number, mobile telephone number, e-mail address, pager number, or personal digital assistant information.

22. The system of claim 18, wherein the at least one travel component comprises at least one of an airline flight reservation, car rental reservation, hotel reservation, scheduled conference, or tickets to an event.

23. The system of claim 18, wherein the at least one travel component is a reservation for an airline flight, and wherein the at least one altered travel component comprises at least one of the airline flight being cancelled, delayed, or overbooked.

24. The system of claim 18, wherein the at least one travel component is a reservation for a car rental, and wherein the at least one altered travel component comprises an overbooked car rental agency.

25. The system of claim 18, wherein the at least one travel component is stored in a at least one travel component database.

26. The system of claim 25, wherein the at least one travel component database comprises at least one of an airline flight information database, rental car information database, hotel reservation database, meeting database, or convention database.

27. The system of claim 25, further comprising means for enabling a user to specify a predetermined schedule for querying the at least one travel component database to determine whether the at least one travel component has been altered.

28. The system of claim 18, wherein the determined options include options to cancel or reschedule the at least one altered travel component.

29. The system of claim 28, wherein the determined options include options to cancel or reschedule one or more additional travel components comprising the user'"'"'s existing travel schedule in addition to the at least one altered travel component.

30. The system of claim 18, wherein the determined options are further based on user-specified destination preferences to be monitored, the user-specified destination preferences comprising at least one of weather, traffic, current event information, or financial information pertaining to a destination in the user'"'"'s existing travel schedule.

31. A method of providing real-time transmissions of airline flight information to a user, comprising the steps of:

providing at least one voice service that can output airline flight information to a user;

enabling a user to subscribe to the at least one voice service and specify personalized contact instructions for when and how the user is to be notified if at least one airline flight, for which the user has a reservation, is at least one of delayed, overbooked, or cancelled;

determining that at least one airline flight, for which the user has a reservation, is at least one of delayed, overbooked, or cancelled;

determining options to modify the user'"'"'s reservation;

generating content related to the user'"'"'s reservation from the determined options;

initiating an outbound communication to the user according to the user-specified contact instructions; and

communicating the content to the user.

32. A system for providing real-time transmissions of airline flight information to a user, comprising:

means for providing at least one voice service that can output airline flight information to a user;

means for enabling a user to subscribe to the at least one voice service and specify personalized contact instructions for when and how the user is to be notified if at least one airline flight, for which the user has a reservation, is at least one of delayed, overbooked, or cancelled;

means for determining that at least one airline flight, for which the user has a reservation, is at least one of delayed, overbooked, or cancelled;

means for determining options to modify the user'"'"'s reservation;

means for generating content related to the user'"'"'s reservation from the determined options;

means for initiating an outbound communication to the user according to the user-specified contact instructions; and

means for communicating the content to the user.