Technique for assisting a user with information services at an information/call center

• US 8,666,035 B2
• Filed: 03/08/2010
• Issued: 03/04/2014
• Est. Priority Date: 05/25/2001
• Status: Active Grant

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Grape Technology Group Incorporated (KGB)
• Inventors: Timmins, Timothy A., Miller, John S., Huey, Christopher A., Ljubicich, Philip A., Johnson, Karen L.
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US12/719,263
• Publication Number:
  US 20110064209A1
• Time in Patent Office: 1,457 Days
• Field of Search: 370/352, 379/45, 379/88.02, 379/88.12, 379/88.26, 379/115.01, 379/201.03, 379/210.01, 379/218.01, 379/88.22, 379/114.21, 379/201.01, 455/414.1, 455/414.2, 455/417, 455/418, 455/456.2, 455/412.1, 455/560, 342/457
• US Class Current: 379/88.12
• CPC Class Codes: H04M 1/26 Devices for calling a subscriber H04M1/66 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 3/4211 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/5315 where the non-audio components are still images or video still image mailbox systems H04N1/324, intermediate storage of video signals for videophones H04N7/147
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects

Abstract

A method for providing a communication assistance service by a communication assistance service provider includes receiving a communication at the communication assistance service provider from a first person seeking a contact information to communicate with a second person and receiving from the first person identifying information associated with the second person. A profile of the second person is retrieved including at least one contact information and at least one contact preference associated with the contact information. Communication is provided between the first person and the second person in accordance with the contact preferences.

Claims

1. A method for providing a communication assistance service by a communication assistance service provider comprising:

receiving a communication at the communication assistance service provider from a first person seeking a contact information to communicate with a second person;

receiving from said first person identifying information associated with said second person;

retrieving a profile of said second person, said profile including at least one contact e-mail address and at least one contact preference associated with said contact e-mail address; and

providing an e-mail communication for said first person to said second person in accordance with said contact preferences, where said e-mail communication is generated by said system and delivered to said second person without revealing said e-mail address to said first person.

2. The method of claim 1, wherein said contact preferences comprise connection preferences.

3. The method of claim 2, wherein said connection preferences comprise preferences respecting one or more entities which the communications assistance provider should allow to connect to said second person.

4. The method of claim 2, wherein said connection preferences comprise preferences respecting when the communications assistance provider should establish connections with said second person.

5. The method of claim 4, wherein said preferences respecting when the communications assistance provider should establish connections with said second person comprise time of day preferences.

6. The method of claim 4, wherein said preferences respecting when the communications assistance provider should establish connections with said second person comprise day of week preferences.

7. The method of claim 4, wherein said preferences respecting when the communications assistance provider should establish connections with said second person comprise date-preferences.

8. The method of claim 3, wherein said connection preferences are different based on what form of entity is said first person is.

9. The method of claim 8, wherein said one or more entities comprise natural persons.

10. The method of claim 8, wherein said one or more entities comprise businesses.