U.S. patent application number 10/403130 was filed with the patent office on 2004-02-12 for technique for effectively providing personalized communications and information assistance services.
Invention is credited to Baker, Nathan B., Henry, Gary E., Huey, Christopher A., Ljubicich, Philip A., Miller, John S., Timmins, Timothy A..
Application Number | 20040029567 10/403130 |
Document ID | / |
Family ID | 31999087 |
Filed Date | 2004-02-12 |
United States Patent
Application |
20040029567 |
Kind Code |
A1 |
Timmins, Timothy A. ; et
al. |
February 12, 2004 |
Technique for effectively providing personalized communications and
information assistance services
Abstract
A user may utilize a communication device, e.g., a wireless
phone, mobile device or personal digital assistant (PDA), to
contact an information/call center where an operator provides
personalized information and communications services to the user in
accordance with the invention. Such services may include, e.g.,
private directory and calendar data synchronization, identity
pre-validation, etc. To personalize the services, at least one
profile record associated with the user which may specify, among
others, the devices used by the user to communicate with the
information/call center, and preferred information/call center to
which an information assistance call is routed. Accordingly,
services and service features provided to the user may be tailored
for use with the specified devices. Security measures may also be
instituted in the profile record to restrict use of certain
services and service features.
Inventors: |
Timmins, Timothy A.;
(Tigard, OR) ; Baker, Nathan B.; (Tigard, OR)
; Miller, John S.; (Canby, OR) ; Huey, Christopher
A.; (Banks, OR) ; Ljubicich, Philip A.; (Lake
Forest Park, WA) ; Henry, Gary E.; (Tigard,
OR) |
Correspondence
Address: |
Alex L. Yip
Kaye Scholer LLP
425 Park Avenue
New York
NY
10022
US
|
Family ID: |
31999087 |
Appl. No.: |
10/403130 |
Filed: |
March 31, 2003 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10403130 |
Mar 31, 2003 |
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09865230 |
May 25, 2001 |
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10403130 |
Mar 31, 2003 |
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10323287 |
Dec 19, 2002 |
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Current U.S.
Class: |
455/412.1 ;
455/404.2; 455/456.1; 455/500 |
Current CPC
Class: |
H04M 2203/554 20130101;
H04M 3/4931 20130101; H04L 67/06 20130101; H04L 67/34 20130101 |
Class at
Publication: |
455/412.1 ;
455/404.2; 455/456.1; 455/500 |
International
Class: |
H04B 007/00 |
Claims
What is claimed is:
1. A method for providing an information assistance service,
comprising: receiving an information assistance call by a caller,
the call being received at a current service location; retrieving a
record associated with the caller, the record including information
concerning at least one preferred service location for handling the
call; determining whether the current service location corresponds
to the preferred service location; and if the current service
location does not correspond to the preferred service location,
routing the call to the preferred service location to handle the
call.
2. The method of claim 1 wherein the call is received along with
signals for setting up the call, the signals containing an
identifier identifying a communications device from which the call
originates, the record being retrieved based on the identifier.
3. The method of claim 2 wherein the communications device includes
a telephone.
4. The method of claim 3 wherein the identifier includes a
telephone number.
5. The method of claim 3 wherein the identifier includes an
automatic number identification (ANI).
6. The method of claim 1 wherein the preferred service location is
selected based on a rating thereof by the caller.
7. A method for providing an information assistance service,
comprising: receiving an information assistance call from a caller,
along with an identifier associated with a user of the service;
retrieving a record based on the identifier, the record including
information concerning at least one selected period in which the
service is not provided; determining whether the call is received
during the selected period; and if the call is received during the
selected period, denying the caller the service.
8. The method of claim 7 wherein the selected period corresponds to
an activity specified in a second record managed by the
service.
9. The method of claim 8 wherein the second record includes one or
more user appointments.
10. The method of claim 8 wherein the activity includes a
vacation.
11. The method of claim 7 wherein the identifier includes a
telephone number of a telephone from which the information
assistance call originates.
12. The method of claim 7 wherein the identifier includes an
ANI.
13. A method for providing an information assistance service
accessible by different devices, comprising: receiving an
information assistance call which originates from a device;
identifying one or more capabilities of the device; and selecting
one or more service features according to the one or more
capabilities of the device to provide the information assistance
service.
14. The method of claim 13 wherein the one or more capabilities
include a capability of receiving information using a selected
methodology, the one or more service features including sending
information to the device using the selected methodology.
15. The method of claim 14 wherein the selected methodology
includes a short message service (SMS).
16. The method of claim 14 wherein the selected methodology
involves use of a wireless application protocol (WAP).
17. The method of claim 14 wherein the one or more service features
include sending coupon information to the device.
18. The method of claim 14 wherein the one or more service features
include sending travel directions to the device.
19. The method of claim 14 wherein the one or more service features
are made part of options in a service menu in the course of
providing the information assistance service.
20. The method of claim 14 wherein a charge for the service is a
function of the one or more service features.
21. A method for providing an information assistance service
including a service feature, comprising: allowing access by at
least first and second parties to the service, the first and second
parties being associated with an account established for utilizing
the service; receiving an information assistance call from a
caller, the call including a request for the service feature; in
response to the request, determining whether the caller is one of
the first and second parties; if the caller is the first party, the
caller being provided with the service feature without restriction;
and if the caller is the second party, a provision of the service
feature to the caller being contingent upon meeting a security
requirement instituted by the first party.
22. The method of claim 21 wherein the first party is responsible
for payment of the account.
23. The method of claim 21 wherein the security requirement
involves verification of a personal identification number
(PIN).
24. The method of claim 21 wherein the service feature includes
assisting the caller to conduct a transaction.
25. The method of claim 24 wherein the transaction includes a
purchase.
26. The method of claim 21 wherein whether the caller is one of the
first and second parties is determined based on voice
characteristics of the caller, which are derived from an utterance
of the caller in the call.
27. The method of claim 26 wherein the voice characteristics
comprise a voice print.
28. A method for providing sensitive information to conduct an
agent-assisted transaction, comprising: receiving a call from a
caller through a first communication connection, the call including
a request for conducting a transaction through an agent, the
transaction involving a disclosure by the caller of sensitive and
nonsensitive information; eliciting by the agent nonsensitive
information from the caller through the first communication
connection; and providing a data location for the caller to enter
the sensitive information through a second communication
connection.
29. The method of claim 28 wherein the sensitive information
includes financial information.
30. The method of claim 29 wherein the financial information
includes credit card information.
31. The method of claim 28 wherein the data location includes a
location of a web page.
32. The method of claim 31 wherein the data location includes a
uniform resource locator (URL).
33. The method of claim 28 wherein the data location is specified
in an e-mail to the caller.
34. The method of claim 28 wherein the agent includes an
information assistance service provider.
35. The method of claim 34 wherein the information assistance
service provider includes an operator.
36. A method for providing data synchronization through an
information management service, comprising: maintaining by the
information management service a database associated with a user,
the database being accessible by a plurality of devices which
include data sources, respectively; according a selected one of the
plurality of devices a special status; allowing the plurality of
devices to download information from the database to revise data
elements in the respective data sources thereof; and allowing,
based on the special status, the selected device to upload
information to the information management service to update the
database.
37. The method of claim 36 wherein the selected device includes a
computer.
38. The method of claim 36 wherein at least one of the data
elements includes appointment information.
39. The method of claim 36 wherein at least one of the data
elements includes contact information.
40. A method for providing an information assistance service,
comprising: receiving by a first service location a plurality of
information assistance calls from a first geographic area;
determining a subset of the plurality of calls in which information
is requested concerning a second geographic area associated with a
second service location; determining whether the number of calls in
the subset exceeds a threshold; and if the number of calls in the
subset exceeds the threshold, the first service location
automatically transferring at least one subsequent information
assistance call from the first geographic area received thereby to
the second service location to handle the call.
41. The method of claim 40 wherein the value of the threshold is a
function of the number of the plurality of calls.
42. The method of claim 41 wherein the value of the threshold is a
predetermined proportion of the number of the plurality of
calls.
43. A method for verifying an identity of a party by a provider of
directory assistance, comprising: maintaining, by the provider of
directory assistance, a directory database containing records, each
of which contains at least a telephone number and a name of a
party; receiving, by the provider of directory assistance,
information concerning a selected party whose identity is to be
verified, the information including at least a name and a telephone
number associated with the selected party; searching the directory
database based on the received information; and if a record in a
search result includes data which corresponds to the received name
and telephone number associated with the selected party, declaring
a verification of the identity of the selected party.
44. The method of claim 43 being made part of validation of
information concerning a financial instrument associated with the
selected party.
45. The method of claim 44 wherein the financial instrument
includes a credit card.
46. A system for providing an information assistance service,
comprising: an interface for receiving an information assistance
call by a caller, the call being received at a current service
location; a server for retrieving a record associated with the
caller, the record including information concerning at least one
preferred service location for handling the call; a processor for
determining whether the current service location corresponds to the
preferred service location; and a mechanism for routing the call to
the preferred service location to handle the call if the current
service location does not correspond to the preferred service
location.
47. The system of claim 46 wherein the call is received along with
signals for setting up the call, the signals containing an
identifier identifying a communications device from which the call
originates, the record being retrieved based on the identifier.
48. The system of claim 47 wherein the communications device
includes a telephone.
49. The system of claim 48 wherein the identifier includes a
telephone number.
50. The system of claim 48 wherein the identifier includes an
ANI.
51. The system of claim 46 wherein the preferred service location
is selected based on a rating thereof by the caller.
52. A system for providing an information assistance service,
comprising: an interface for receiving an information assistance
call from a caller, along with an identifier associated with a user
of the service; a server for retrieving a record based on the
identifier, the record including information concerning at least
one selected period in which the service is not provided; and a
processor for determining whether the call is received during the
selected period; wherein if the call is received during the
selected period, the caller is denied the service.
53. The system of claim 52 wherein the selected period corresponds
to an activity specified in a second record managed by the
service.
54. The system of claim 53 wherein the second record includes one
or more user appointments.
55. The system of claim 53 wherein the activity includes a
vacation.
56. The system of claim 52 wherein the identifier includes a
telephone number of a telephone from which the information
assistance call originates.
57. The system of claim 52 wherein the identifier includes an
ANI.
58. A system for providing an information assistance service
accessible by different devices, comprising: an interface for
receiving an information assistance call which originates from a
device; a processor for identifying one or more capabilities of the
device; and a mechanism for selecting one or more service features
according to the one or more capabilities of the device to provide
the information assistance service.
59. The system of claim 58 wherein the one or more capabilities
include a capability of receiving information using a selected
methodology, the one or more service features including sending
information to the device using the selected methodology.
60. The system of claim 59 wherein the selected methodology
includes an SMS.
61. The system of claim 59 wherein the selected methodology
involves use of a WAP.
62. The system of claim 59 wherein the one or more service features
include sending coupon information to the device.
63. The system of claim 59 wherein the one or more service features
include sending travel directions to the device.
64. The system of claim 59 wherein the one or more service features
are made part of options in a service menu in the course of
providing the information assistance service.
65. The system of claim 59 wherein a charge for the service is a
function of the one or more service features.
66. A system for providing an information assistance service
including a service feature, the service being accessible to at
least first and second parties, the first and second parties being
associated with an account established for utilizing the service,
the system comprising: an interface for receiving an information
assistance call from a caller, the call including a request for the
service feature; and a processor responsive to the request for
determining whether the caller is one of the first and second
parties; wherein if the caller is the first party, the caller being
provided with the service feature without restriction, and if the
caller is the second party, a provision of the service feature to
the caller being contingent upon meeting a security requirement
instituted by the first party.
67. The system of claim 66 wherein the first party is responsible
for payment of the account.
68. The system of claim 66 wherein the security requirement
involves verification of a PIN.
69. The system of claim 66 wherein the service feature includes
assisting the caller to conduct a transaction.
70. The system of claim 69 wherein the transaction includes a
purchase.
71. The system of claim 66 wherein whether the caller is one of the
first and second parties is determined based on voice
characteristics of the caller, which are derived from an utterance
of the caller in the call.
72. The system of claim 71 wherein the voice characteristics
comprise a voice print.
73. A system for providing sensitive information to conduct an
agent-assisted transaction, comprising: an interface for receiving
a call from a caller through a first communication connection, the
call including a request for conducting a transaction through an
agent, the transaction involving a disclosure by the caller of
sensitive and nonsensitive information, the agent eliciting
nonsensitive information from the caller through the first
communication connection; and a mechanism for providing a data
location for the caller to enter the sensitive information through
a second communication connection.
74. The system of claim 73 wherein the sensitive information
includes financial information.
75. The system of claim 74 wherein the financial information
includes credit card information.
76. The system of claim 73 wherein the data location includes a
location of a web page.
77. The system of claim 76 wherein the data location includes a
URL.
78. The system of claim 73 wherein the data location is specified
in an e-mail to the caller.
79. The system of claim 73 wherein the agent includes an
information assistance service provider.
80. The system of claim 79 wherein the information assistance
service provider includes an operator.
81. A system for providing data synchronization through an
information management service, comprising: a database associated
with a user, the database being maintained by the information
management service, and accessible by a plurality of devices which
include data sources, respectively, a selected one of the plurality
of devices being accorded a special status; and a mechanism for
allowing the plurality of devices to download information from the
database to revise data elements in the respective data sources
thereof, and allowing, based on the special status, the selected
device to upload information to the information management service
to update the database.
82. The system of claim 81 wherein the selected device includes a
computer.
83. The system of claim 81 wherein at least one of the data
elements includes appointment information.
84. The system of claim 81 wherein at least one of the data
elements includes contact information.
85. A system for providing an information assistance service,
comprising: an interface for receiving by a first service location
a plurality of information assistance calls from a first geographic
area; a processor for determining a subset of the plurality of
calls in which information is requested concerning a second
geographic area associated with a second service location; and a
mechanism for automatically transferring at least one subsequent
information assistance call from the first geographic area received
by the first service location to the second service location to
handle the call if the number of calls in the subset exceeds the
threshold.
86. The system of claim 85 wherein the value of the threshold is a
function of the number of the plurality of calls.
87. The system of claim 86 wherein the value of the threshold is a
predetermined proportion of the number of the plurality of
calls.
88. A system for verifying an identity of a party by a provider of
directory assistance, comprising: a directory database maintained
by the provider of directory assistance, the directory database
containing records, each of which contains at least a telephone
number and a name of a party; an interface for receiving
information concerning a selected party whose identity is to be
verified, the information including at least a name and a telephone
number associated with the selected party; and a server for
searching the directory database based on the received information,
wherein if a record in a search result includes data which
corresponds to the received name and telephone number associated
with the selected party, a verification of the identity of the
selected party is declared.
89. The system of claim 88 wherein the verification of the identity
is part of validation of information concerning a financial
instrument associated with the selected party.
90. The system of claim 89 wherein the financial instrument
includes a credit card.
Description
[0001] The present application is a continuation-in-part of
application Ser. No. 09/865,230 filed on May 25, 2001 and
application Ser. No. 10/323,287 filed on Dec. 19, 2002, and claims
the benefit thereof under 35 U.S.C. 120.
FIELD OF THE INVENTION
[0002] The invention relates to a communication system and method,
and more particularly to a system and method for providing
personalized information assistance and communications
services.
BACKGROUND OF THE INVENTION
[0003] In this information age, people need to be well informed and
organized to effectively carry out day-to-day activities,
especially when they are traveling and away from their "home" base
where they normally conduct their business. As a result, use of
mobile devices which facilitate mobile communications such as
personal digital assistants (PDAs), and wireless phones and devices
is ubiquitous. For example, PDAs of the PALM type allow users to
store and organize their appointments, to-do lists and contacts
information. Some PDAs also allow the users to access the Internet
to upload and download information, and communicate with other
people and information sources via email.
[0004] Similarly, wireless phones conveniently allow users while
traveling to call and communicate with other people. In case the
users cannot remember the telephone number of a contact or it is
not handy, or the users want to obtain directions and other
information concerning, e.g., restaurants, theaters, etc., they can
call operators for assistance. To that end, an expansive network of
communication call centers has been established which provides
users with nationwide assistance.
SUMMARY OF THE INVENTION
[0005] In order to effectively utilize the prior art operator
assistance service, the service needs to be improved and, more
particularly, personalized to the extent comparable to the personal
assistance afforded by a user's personal aide or secretary. Some
desirable personalized information assistance service features have
been described, e.g., in copending commonly assigned application
Ser. No. 09/865,230 ("the '230 application") filed on May 25, 2001,
hereby incorporated by reference. In particular, the '230
application discloses an information assistance service which as
part of the service maintains, for the user, contacts folders (also
known as private directories), appointments folders, to-do lists,
etc. The user may access, through the information assistance
service, contact information, appointment information or a to-do
list item in the respective folders associated with the user. In
particular, a contacts folder contains contact information, such as
a telephone number(s), an address(es), and e-mail address(es), for
people and/or organizations. A user may have separate contacts
folders for different purposes, such as a personal contacts folder,
business contacts folder, etc. An appointments folder contains a
user's appointment and/or calendar information, and a user may
similarly have separate appointments folders for different
purposes.
[0006] In addition, the '230 application discloses that the
information assistance service maintains one or more user profiles
which include information pertaining to and about the user. The
user may specify in a profile his/her preferred types of events,
areas of interest, food, goods, services, manufacturers, merchants
and other personal preferences, e.g., preferred music, fashion,
sports, restaurants, seating on a plane, frequent flyer number,
frequent stay number, sizes of jackets, etc. Such a profile may be
used by a server to tailor the content of information delivered
automatically to the user as soon as the information becomes
available. The user may also specify in the profile the preferred
method of handling his/her information assistance call, e.g., use
of a special skilled operator, such as a Spanish speaking operator,
to answer such a call. Thus, by using a profile, the user is
automatically provided with a personalized service, without the
need of otherwise repeating the preferences each time when calling
an operator to obtain information and assistance.
[0007] The invention improves the above-described information
assistance service in many ways. For example, the user may specify
in the user profile a preferred information assistance service
center(s) or preferred operator(s) to handle his/her information
assistance calls. Thus, when a current information assistance
service center receives the user's call, whether the current
service center corresponds to the preferred service center is
determined. If the current service center does not correspond to
the preferred service center, the call is routed to the preferred
service center for handling the call.
[0008] In accordance with an aspect of the invention, the user may
specify in the user profile a selected period for which the
information assistance service is temporarily disabled, perhaps
because the user is on vacation or is busy attending a meeting
during the selected period. When a caller uses the user's telephone
to make an information assistance call, the call is received by the
information assistance service along with an identifier associated
with the user. For example, one such identifier may be an automatic
number identification (ANI), representing the user's telephone
number, in a signal stream for establishing the call. The user
profile is then retrieved based on the identifier. If it is
determined that the call is received during the selected period,
the caller is denied the service.
[0009] In accordance with another aspect of the invention, the
information assistance service may be tailored to include service
features according to the capabilities of the user device
communicating with the service. For example, where the user device
is capable of receiving short message service (SMS) messages, the
service features may include an SMS coupon service feature. The
user may be charged for different service features. As a result,
the service charges may vary with the different service features
offered. The user may be charged at a discount/premium rate
depending on the actual service capability, class of service,
and/or preferential status of the user. The service features may
also be bundled according to the device type.
[0010] In accordance with a further aspect of the invention,
security measures, e.g., a password, PIN, mother's maiden name,
voice print and/or other biometric measure, are instituted to
ensure that only an authorized user can access select services or
groups of services associated, e.g., with the user's telephone
number. For example, a user may specify a password in the user
profile that if a party other than the user tries to access a
select service feature, e.g., restaurant reservation, using the
user's telephone, the password in the user profile needs to be
verified. The user may be identified based on his/her voice print
on file with the information assistance service. If the voice print
derived from an utterance of the calling party during an
information assistance call does not correspond to the user's voice
print on file, the party needs to meet a security requirement,
i.e., providing a valid password in this instance, before the
caller can make a restaurant reservation through the service.
[0011] In accordance with another aspect of the invention, in
conducting an agent-assisted transaction, sensitive information,
e.g., credit card information, may be disclosed by the user through
a secure connection, separate from another connection with an agent
through which nonsensitive information, e.g., order specification,
is disclosed. For example, the connection with the agent may be a
telephone connection through which the agent may elicit the order
specification from the user, and the secure connection may be a
secure uniform resource locator (URL) link to a web page where the
user may enter the credit card information.
[0012] In accordance with yet another aspect of the invention, an
information management service maintains databases containing,
e.g., the aforementioned appointments and contacts folders for
users. The database associated with a user is accessible by
multiple user devices, e.g., a first personal information manager
(PIM) device at work and a second PIM device at home. Through the
information management service, the first device, accorded a
"master" status, may unidirectionally synchronize with the second
device, accorded a "slave" status. Specifically, changes in PIM
data sources, e.g., calendar and contacts list, in the master
device are incorporated into the corresponding data sources in the
slave device, but not the other way around. To that end, master and
slave devices are allowed to download information from the database
associated with the user through the information management service
to revise data elements in the respective data sources thereof.
However, only the master devices are allowed to upload information
to the information management service to update the database.
[0013] In accordance with still yet another aspect of the
invention, an incoming information assistance call may be routed
based on a past activity or trend to better handle the call. Where
a first service location receives multiple information assistance
calls from a first geographic area, a subset of the calls is
determined in which information is requested concerning a second
geographic area associated with a second service location. A trend
may be determined when the number of calls in the subset exceeds a
threshold. In that case, the first service location automatically
transfers at least one subsequent information assistance call from
the first geographic area received thereby to the second service
location to handle the call.
[0014] In accordance with another aspect of the invention, an
identity of a party may be verified using a directory database,
typically maintained by a provider of directory assistance. The
directory database includes records, each of which contains at
least a telephone number and a name of a party. When the directory
assistance provider receives information concerning a selected
party whose identity is to be verified, the directory database is
searched based on the received information, which includes at least
a name and a telephone number associated with the selected party.
If a record in the search result includes data which corresponds to
the received name and telephone number associated with the selected
party, a verification of the identity of the selected party is
declared.
BRIEF DESCRIPTION OF THE DRAWING
[0015] Further objects, features and advantages of the invention
will become apparent from the following detailed description taken
in conjunction with the accompanying drawing showing an
illustrative embodiment of the invention, in which:
[0016] FIG. 1 illustrates a communications system including
information/call centers in accordance with the invention;
[0017] FIGS. 2A and 2B are block diagrams of components of the
communications system of FIG. 1;
[0018] FIG. 3 illustrates an arrangement whereby an
information/call center obtains a user profile record;
[0019] FIG. 4 is a flow chart depicting a routine for specifying
user preferences concerning information assistance call
handling;
[0020] FIG. 5 is a flow chart depicting a routine for routing an
information assistance call based on a user's preferred
information/call center(s), in accordance with the invention;
[0021] FIG. 6 is a table for tracking the user's rating of
information/call centers in determining the user's preferred
center(s);
[0022] FIG. 7 illustrates a user profile record in accordance with
the invention;
[0023] FIG. 8 illustrates a Login graphical user interface (GUI) in
accordance with the invention;
[0024] FIG. 9 illustrates a Home GUI in accordance with the
invention;
[0025] FIG. 10 illustrates an Edit GUI in accordance with the
invention;
[0026] FIG. 11 illustrates a GUI containing contact information in
accordance with the invention;
[0027] FIG. 12 illustrates a View GUI in accordance with the
invention;
[0028] FIG. 13 illustrates a first example of caller identification
(CID) data to be transmitted to a called station in accordance with
the invention;
[0029] FIG. 14 illustrates a second example of CID data to be
transmitted to a called station in accordance with the
invention;
[0030] FIG. 15 illustrates a third example of CID data to be
transmitted to a called station in accordance with the
invention;
[0031] FIG. 16 illustrates a fourth example of CID data to be
transmitted to a called station in accordance with the
invention;
[0032] FIG. 17 illustrates a GUI particularly useful for an
operator to search for directory information concerning a desired
party in accordance with the invention;
[0033] FIG. 18 illustrates a transaction web page for an entry of
confidential information, in accordance with the invention;
[0034] FIG. 19 illustrates a computer having a programmed personal
information manager (PIM) function, in accordance with the
invention;
[0035] FIG. 20A illustrates data fields in a contacts recovery
record in accordance with the invention;
[0036] FIG. 20B illustrates data fields in a calendar recovery
record in accordance with the invention;
[0037] FIG. 21 is a flow chart depicting a routine for routing an
incoming information assistance call by trend, in accordance with
the invention;
[0038] FIG. 22 is a flow chart depicting a routine for use in an
enhanced telecommunications service, in accordance with the
invention;
[0039] FIG. 23 is a flow chart depicting a routine for
pre-validation of a user's identity, in accordance with the
invention; and
[0040] FIG. 24 illustrates an alternative information/call center
configuration.
DETAILED DESCRIPTION
[0041] The invention is directed to providing personalized
information and communications services to users, e.g., telephone
and mobile device users, especially when they are away from their
"home" base where they normally conduct their business. An
objective of the invention is to provide the users with
personalized services comparable to those which are offered by the
users' personal aides or secretaries. To that end, an information
assistance service in accordance with the invention utilizes such
information management tools as contacts folders (also known as
private directories), appointments folders, to-do lists, user
profiles, etc. to effectively communicate dynamic information to
the users. The information assistance service in question provides
not only traditional directory assistance, but also concierge-type
services such as a restaurant guide and reservation service, event
ticketing and reservation service, hotel reservation and
availability service, travel or flight reservation and ticketing
service, ordering specific items such as flowers or food delivery,
arranging transportation, and accessing entertainment guides;
geo/direction services such as providing directions to various
places; sending invitations; administering appointments calendars;
and conducting other transactions for the users.
[0042] To facilitate tailoring the information assistance service
to individuals' specifications, one or more user profiles are
maintained for a user, based on which the service is rendered to
the user. For example, a user profile may specify the preferred
method of handling his/her information assistance call, e.g., use
of a special skilled operator, such as a Spanish speaking operator,
to answer one such call. It may also define options of various
assistance service features, e.g., the methods of delivery (e.g.,
e-mail, paging, SMS, etc.) of a confirmation of a reservation or
purchase, a listing number, directions to the user, etc. In
addition, in accordance with an aspect of the invention, the user
may specify in the user profile a favorite information/call
center(s) handling his/her information assistance calls. In that
case, each information assistance call from the user is
automatically routed to his/her favorite information/call center
which may otherwise have been routed to some other center because
of the call origination location or the call routing algorithm
employed by the information assistance service.
[0043] For example, a user profile(s) in this instance may be
maintained by the inventive information assistance service in
association with an identifier of the user, e.g., the user's
telephone number. When an information assistance call is received,
the subject service locates any profiles of the caller's, e.g.,
based on an automatic number identification (ANI) associated with
the call, which in a well known manner identifies the telephone
number of the communications device from which the call originates.
In an alternative embodiment, the caller's profile(s) may be
determined by recognizing and identifying the caller's voice, with
his/her "voice prints" stored in association with the
profile(s).
[0044] It should be noted that the preferences in a profile may
vary with time, and may be adjustable depending on different
conditions. For example, preferences applicable to the daytime may
be turned off in the evening, at which time another set of
preferences may control. Similarly, preferences applicable to
weekdays may be turned off on weekends in favor of a second set of
preferences selected for weekends. Thus, by using the profile, the
user is automatically provided with a personalized service, without
the need of otherwise repeating the preferences, e.g., each time
when calling an operator to obtain information and assistance. It
should be pointed out that the term "operator" used herein broadly
encompasses entities that are capable of providing assistance in a
telecommunication environment, including without limitation human
operators, voice response/recognition capabilities, web-enabled
operator services, and other automated and electronic access.
[0045] In accordance with an aspect of the invention, a user may
also specify in a user profile a selected period in which the
telephone number associated with the user profile is "not in use,"
thereby achieving a temporary service disablement effect. In that
case, any call originates from the telephone associated with the
telephone number to the instant information assistance service
would be turned away during the selected period. According to a
further aspect of the invention, the selected period may correspond
to an appointment or an activity, e.g., vacation, specified in a
user appointments folder managed by the instance information
assistance service. Thus, the inventive service disablement feature
provides the user with the security of preventing others from using
a particular telephone, e.g., a home telephone, to access the
information assistance service, e.g., during his/her vacation.
[0046] The user profile may further specify the user's preferred
types of events, areas of interest, food, goods, services,
manufacturers, merchants and other personal preferences, e.g.,
preferred music, fashion, sports, restaurants, seating on a plane,
sizes of jackets, etc. Based on such user profile information, the
user may be targeted to receive certain advertising or promotional
information. For example, before or after an information assistance
call, such targeted promotional information may be "pushed" to the
user, subject to any requirements in the profile. Alternatively,
the inventive service may leave the user a message (e.g.,
voicemail, e-mail, etc.) containing the targeted promotional
information at an address (e.g., voicemail access number, e-mail
address, etc.) provided in the user profile, or may provide the
user with information concerning an access to the same (e.g., WAP
or web access with a specified uniform resource locator (URL)) on,
say, the user's bill for the information assistance service. Of
course, the user is allowed to opt out one or more of the above
targeted advertising service features.
[0047] Other information may also be uploaded to the user profile
such as account information, statuses of data synchronization
between the aforementioned information management tools and user
devices, statuses concerning orders and sales conducted through the
instant information assistance service, etc. In addition, based on
the sales and orders history, the user profile may keep track of
the user's likes and dislikes, which help customize promotional
information to be communicated to the user. The manner in which the
information assistance service helps the user to consummate an
order or sales, and the manner in which the user profile is revised
from time to time to update the user criteria in selecting goods or
services are described, e.g., in copending, commonly assigned U.S.
application Ser. No. 10/318,847 ("the '847 application") filed on
Dec. 13, 2003, incorporated herein by reference.
[0048] In accordance with another aspect of the invention,
services/menus offered to a user in the course of providing
information assistance may be a function of the service device(s)
(e.g., a wireless telephone with or without SMS or WAP capability)
which the user is operating or has access to. The data concerning
the capability of each service device or its service class may be
specified in the user profile as well, which may be submitted by
the carrier (e.g., AT & T Wireless) to which the user
subscribes, volunteered by the user, or volunteered through the
service device. For example, with the knowledge that the user's
telephone is SMS enabled, an SMS coupon service may be provided to
the user. With the knowledge that the user's telephone has graphics
capability, an image of a street map may be transmitted thereto
when the user requests directions from the information assistance
service. As a result, the type of service offered to the user may
vary with the type of service device. In accordance with a further
aspect of the invention, the user may be charged for different
services or features associated with the type of the service device
used to communicate with the information assistance service. The
service charges may vary with the different services or features
offered. The user may be charged at a discount/premium rate
depending on the actual service capability, class of service,
and/or preferential status of the user. The services may also be
bundled according to the device type.
[0049] In accordance with another aspect of the invention, security
measures, e.g., a password, PIN, mother's maiden name, voice print
and/or other biometric measure, are instituted to ensure that only
an authorized user can access select services or groups of services
associated, e.g., with the user's telephone number. For example, a
user may specify a password in the user profile that if someone
other than the user tries to access a select service, e.g.,
restaurant reservation, using the user's telephone, the password in
the user profile needs to be verified.
[0050] FIG. 1 illustrates a communications system embodying the
principles of the invention for providing, inter alia, a
personalized information assistance service. This communication
system includes wide area network (WAN) 30 covering an extensive
area. WAN 30 may be an Internet-based network such as the World
Wide Web or a private intranet based network. WAN 30 connects
operators dispersed throughout a wide coverage area in
information/call centers 21 through 27. One or more information
hubs 10 are also included in WAN 30. An information hub 10 includes
one or more personalized information servers 28 which are
accessible by the operators in the system, and one or more
databases 20 in which subscribers' information, and contacts,
appointments, and other folders (e.g., to-do lists) may be stored
and maintained. Such information and folders may also be stored
locally at one or more of the information/call centers.
[0051] A user of the personalized information assistance service
may want to create multiple contacts (appointments) folders for
different purposes. For example, they may include a personal
contacts (appointments) folder containing personal directory
(calendar) information, and a business contacts (appointments)
folder containing business directory (calendar) information. With
the personalized information service, a contacts (appointments)
folder may be created and maintained (1) through the Internet or
other network or communications means directly, (2) through an
operator indirectly, and/or (3) using a personal information
manager (PIM). Well known PIMs include, e.g., hand-held devices
such as personal digital assistants (PDAs) and wireless
communicators; and computer devices such as notebook, laptop and
desktop computers running software applications such as Microsoft
Outlook, Outlook Express, Goldmine, Symantec Act!, Lotus Organizer
and Lotus Notes. Other PIMs may include proprietary PIM systems and
applications.
[0052] In case (3), by running a synchronization engine, the user
may update any directory information which has been changed (added,
edited or deleted) in a PIM data source in the corresponding
contacts (appointments) folder, and vice versa. In case (2), the
user may access a contacts (appointments) folder through
communications with an operator at an information/call center via
telecommunication media, e.g., wireless telephone, wireline
telephone, voice over Internet protocol (VoIP), PDA, VPN, etc. The
operator, as explained in more detail below, is generally provided
with web browsing capabilities, telephone facilities as well as
fully-featured operator user interface applications which
facilitate the searching, retrieval and administering of database
20 through server 28.
[0053] Referring to FIGS. 2A and 2B, information/call center 200
(which generically represents one of aforementioned
information/call centers 21 through 27) is attended by operators,
which includes information assistance service provider 205 and
servicing platform 210. It should be noted that even though both
provider 205 and servicing platform 210 appear in the same figure,
they may or may not be located in the same geographic area.
Servicing platform 210 comprises switching matrix host computer
228, and switching matrix platform 203 which is connected via T1
communication links 214 to, among others, voice server 230 and
channel bank 216 in provider 205.
[0054] Channel bank 216 is used to couple multiple operator
telephones 218 to platform 203. The operators in center 200 are
further equipped with operator terminals 220, each of which
includes a video display unit and a keyboard with associated
dialing pad. Operator terminals 220 are connected over data network
224 to one or more database server(s) 226 (although only one is
shown here). Database server 226 provides access to, among others,
directory information from multiple sources. Database server 226
enables the operator to search directory information not just by
name and address (sometimes city or area code) of a desired party,
but also by type of goods/services and/or geographical region of a
desired entity. Data network 224 further connects to voice server
230, user profile gateway 231, and switching matrix host computer
228, which in turn is connected to switching matrix platform 203
via a data link. Data network 224 includes, but is not limited to,
local area network (LAN) 227, best seen in FIG. 2B. LAN 227 may
connect to other similar remote LANs 229 to form WAN 30 in FIG. 1.
LANs 227 and 229 are connected to one another and to Internet 221
via routers 225.
[0055] A user's telephone, computer, PDA or other telecommunication
device 244 communicates via communications network 246 which is
connected to carrier network node 242 and carrier switching center
240. T1 voice links 212 provide connection between the
information/call center's switching matrix platform 203 and
carrier's switching center 240, through which incoming information
service calls are received. T1 voice links 212 further provide
connection to the carrier switching center 240 through which
outgoing calls are placed over communications network 246 (which
network may be different than that used for incoming calls).
Similarly, T1 data links 213 provide a signaling connection between
the information/call center's node (not shown) and carrier network
node 242, through which incoming and outgoing signaling messages
are transported. The information/call center node is contained
within switching matrix platform 203, but one with skill in the art
will appreciate that the information/call center node could also be
a physically distinct component. If the outgoing call is being
placed over a different network than that on which the incoming
call was received, a second data connection to the outgoing network
will be established. The operation of switching matrix platform 203
is governed by computer-readable instructions stored and executed
on switch matrix host computer 228. In this illustrative
embodiment, platform 203 includes, inter alia, arrays of digital
signal processors (DSPs). These DSPs can be programmed and
reprogrammed to function as, among other things, call progress
analyzers (CPAs), call progress generators (CPGs), multi-frequency
(MF) tone generators/detectors, dual-tone multi-frequency (DTMF)
generators/detectors, or conference units, depending on the demand
placed on center 200 and platform 203 for each corresponding
function.
[0056] Voice server 230 is connected via data network 224 to
computer 228 (to which it acts as a slave processor) and via one or
more T1 links to switching matrix platform 203. Each voice server
230 when more than one is employed in information/call center 200,
connects to switching matrix platform 203 via a separate T1 link.
Voice server 230 comprises a general purpose computer incorporating
one or more voice cards, which serve as the interface between
server 230 and the T1 span to switching matrix platform 203. One
such voice card in server 230 monitors and controls communications
over the T1 span. Its capabilities include telephone tone (e.g.,
DTMF or MF) detection and generation, voice recording and playback,
and call progress analysis. Voice server 230 in this instance also
contains a voice recognition device for receiving verbal input from
a party connected thereto. Voice server 230 is employed to play the
constantly repeated parts of an operator's speech, namely, the
various greetings and signoffs (or closings), the caller's desired
telephone number where requested, and possibly other information.
At appropriate stages in a call progression, switch matrix host
computer 228 initiates a voice path connection between voice server
30 and switching matrix platform 203 such that the user, or the
user and the operator, are able to hear whatever pre-recorded
speech is played on that connection by voice server 230. Computer
228 then instructs voice server 230, via data network 224, what
type of message to play, and passes data parameters that enable
voice server 230 to locate the message appropriate to the call
state.
[0057] Users of a particular telephone carrier may dial, speak or
otherwise communicate predetermined access digits, access codes or
retail numbers, or input a predetermined address or a URL
established for information assistance by that company. The instant
example assumes that the user dials, e.g., "411," "*555,"
"555-1212," "1-800-555-1212," "00," or other designated access
numbers. The participating telephone company's own switching system
will then reroute the call to information/call center 200 (via a T1
channel), where it appears as an incoming call.
[0058] Automatic call distribution (ACD) logic is used to queue (if
necessary) and distribute calls to operators in the order in which
they are received, and such that the call traffic is distributed
evenly among the operators. In other embodiments, other
distribution logic schemes may be utilized, such as skills-based
routing based on, e.g., a preferred call handling method specified
by a user profile, or a priority scheme for preferred callers. The
queue is maintained by switching matrix host computer 228.
[0059] As mentioned before, a user may create, maintain or access
one or more contacts folders (or other folders such as a personal
or company calendar folders) via the Internet or other network or
communications means, or through an operator who in turn may
create, maintain or access the folder on behalf of the user. In
this illustrative embodiment, two contacts folders associated with
the user, e.g., "My Contacts" and "Company Contacts" folders, are
maintained and stored in database 20.
[0060] When the user uses telecommunication device 244, e.g., a
wireless telephone, to call an operator at a designated access
number for information assistance, the call is routed to, say,
information/call center 200. After receiving the call, center 200
checks any user profile record associated with the user. In
general, a user profile record is identified by a user's telephone
number and maintained by a profile manager described below.
Referring back to FIG. 2A, an information assistance call is
received by switching matrix platform 203 in center 200. In a well
known manner, platform 203 derives, from the call set-up signals
associated with the call, an automatic number identification (ANI)
indicating the telephone number of the communication device from
which the call originates. Switching matrix host computer 228 then
requests any user profile record identified by such an ANI from
gateway 231 connected to data network 224.
[0061] Referring also to FIG. 3, gateway 231 receives the profile
record request including the ANI from data network 224 through
interface 310. In response to such a request, processor 315
searches memory 319 for the profile record identified by the ANI.
It should be noted at this point that all profile data is input and
updated through profile manager 305. Copies of the profile records
are distributed by manager 305 to the profile gateways in various
information/call centers through WAN 30. In this illustrative
embodiment, a master copy of the profile records is kept at manager
305. For example, profile gateway 231 initially forwards requests
for new profile records to manager 305, and caches copies of the
requested profile records from manager 305 in local memory 319 for
rapid, subsequent retrieval of the profile records. Memory 319 here
generically includes disks, caches, and volatile and nonvolatile
memories. When a particular profile record in gateway 231 is
updated at manager 305, the latter notifies gateway 231 that the
particular profile record has expired. Thus, continuing the above
example, if processor 315 determines that the requested profile
record cannot be found in memory 319 or the requested profile
record has expired, processor 315 forwards the profile record
request to manager 305 through interface 310. In response, manager
305 provides to gateway 231 any latest profile record identified by
the ANI. Otherwise, processor 315 retrieves from memory 319 any
available, unexpired profile record identified by the ANI.
[0062] If processor 315 finds no user profile record in memory 319
and the response to the profile record request from manager 305 is
negative, processor 315 informs manager 305 of the "profileless"
status of the user. Otherwise, if processor 315 locates the latest
user profile record, processor 315 reads the profile record to
determine whether data about selected aspects of the user
preferences in the profile record is missing or deficient, e.g.,
the preferred method of handling the instant information assistance
call. If so, processor 315 informs manager 305 of the "profile data
deficient" status of the user.
[0063] Upon learning either the "profileless" or "profile data
deficient" status of the user, manager 305 causes voice server 230
to seize the instant information assistance call, and elicit from
the user data about his/her preferences to establish the user
profile record or to supplement the same. For example, an important
aspect of the user profile is the preferred method of handling an
information assistance call, which is missing in this instance.
FIG. 4 illustrates a routine for eliciting from the user data
concerning such a call handling method. before the instant call is
handled by an operator. At step 403, server 230 asks the user
whether he/she prefers a personal salutation, e.g., Mr. Jay Smith,
Dr. Smith, Jay, or simply Sir, or other nickname when an operator
answers the call. If not, the routine proceeds to step 417
described below. Otherwise, server 230 at step 406 asks the user to
record his/her preferred salutation, and becomes receptive to the
user response. The user response is recognized, e.g., by the
aforementioned voice recognition device in server 230, and at step
409 entered by manager 305 in the user profile record, which is
newly established if no user profile record has been established
for the user. Server 230 at step 412 asks the user whether the
personal salutation preference applies to the instant call only or
all calls, and becomes receptive to the user response. If such a
preference applies to the instant call only, the profile entry is
marked "temporary," as indicated at step 415, which is to be erased
from the user profile record after the termination of the instant
call. In that case, server 230 may again elicit from the user the
personal salutation preference in a subsequent information
assistance call by the user. However, in either case the routine
proceeds to step 417. Otherwise, if the user does not have a
personal salutation preference at step 406, the routine skips to
step 417 as well, where server 230 asks the user whether he/she
prefers a special skilled operator, e.g., a Spanish speaking
operator, an operator who is local to New York City who is familiar
with the New York lifestyle and local knowledge, etc. If not, the
routine comes to an end. Otherwise, server 230 at step 420 provides
choices of operator skills from which the user may select, and
becomes receptive to the user selection. At step 423, the user
selection(s) recognized by server 230 is entered in the user
profile record. For example, server 230 may announce to the user in
an automated voice, "press `1` if it pertains to a language skill;
press `2` if it pertains to geographic region; etc. You may return
to the menu for further selection by pressing `*`." Let's say the
user presses `1` in this instance. Server 230 may further announce,
"state the preferred language." In response, the user may then
utter "Spanish." Similarly, server 230 at step 426 asks the user
whether the special operator skill preference applies to the
instant call only or all calls, and becomes receptive to the user
response. If such a preference applies to the instant call only,
the profile entry is marked "temporary," as indicated at step 429.
Otherwise, the routine comes to an end.
[0064] In accordance with an aspect of the invention, a user may be
able to select a preferred call/information center to handle
his/her information assistance calls. Typically, an information
assistance call is routed to an information/call center close to
the call origination. In the case of a wireless communication user
(e.g., a wireless telephone user) who travels, he/she may make an
information assistance call anywhere within the service coverage,
and thus the call origination point varies accordingly. As a
result, a wireless communication user most likely experiences
different information/call centers handling his/her information
assistance call, which are geographically diverse. Even in the case
of a wireline telephone user in, say, New York, N.Y., or a user
having selected in the user profile record information/call centers
in a preferred region, say, New York, N.Y., handling his/her
information assistance call, such a call may still be routed to
different information/call centers located in metropolitan New
York, e.g., Long Island, N.Y.; Secaucus, N.J., etc.
[0065] Of course, before a user can identify which information/call
center(s) he/she prefers, he/she must have some experience with
certain information/call centers. When a user first signs on with
the instant information assistance service, he/she will not know
which information call center(s) he/she prefers, as he/she will not
have had experience with any of the centers. In this event, the
user can simply use the service for some period of time without the
preferred information/call center feature, and can notify the
instant service provider when he/she has identified one or more
information/call centers he/she prefers.
[0066] In an embodiment of the invention, at the end of each
interaction the user has with an information/call center (e.g.,
after the operator disconnects from the call but before the caller
is either transferred to the destination party or the system
disconnects from the call), voice server 230 is programed to ask
the user to rate the center on a scale from 0 to 9, 9 being the
best. The user makes his/her selection by pressing the
corresponding key on his telephone keypad, and the system records
the center ratings. After the user has been sufficiently exposed to
many information/call centers, the service provider can inform the
subscriber how he/she has ranked the different centers, and, based
on this information, the user can then select which center(s)
he/she would like in his/her preferred pool. Of course, the user is
free to add or delete a center from his/her preferred pool at any
time, or can decide anytime which center(s) he/she would like in
his/her preferred pool.
[0067] This aspect of the instant invention, which has the
additional advantage of allowing the ratings given by different
users to each information/call center to be accumulated, saved and
used by the provider of the instant service for purposes of
evaluating the performance of its centers. The subscriber first
advises the service provider that he/she wishes to begin using the
preferred call/information center feature. The user can advise the
service provider of this fact in a number of ways, including a
standard call for service to the service provider, a call to the
service provider via a special telephone number provided by the
service provider for account status/update calls and the like, or
by mail, e-mail, fax, pager or other communications media, all of
which are within the scope of the instant invention. The user
profile is then updated to indicate that he/she is a new preferred
information/call center user.
[0068] Thereafter, when the user is connected to the service
provider for information assistance service (step 574 in FIG. 5),
computer 228 will first check the user profile to determine if the
user is an established preferred information/call center user,
i.e., a user whose preferred centers have already been determined
(step 576). In a preferred embodiment, computer 228 identifies the
subscriber by his/her telephone number which corresponds to the ANI
provided in a call stream to platform 203 in a well known manner
when the user's call is first routed thereto, although other ways
of identifying the user are also within the scope of the
invention.
[0069] There will be times when it will not be possible to
automatically identify the user, or when it will otherwise be
preferable for the user to provide identity information
himself/herself (e.g., for security purposes). In this event,
computer 228 will prompt the user, e.g., via voice server 230, to
provide information from which he/she can be identified. Identity
information can be provided by the user by pressing the keys of
his/her telephone keypad; a user ID, for example. The user may also
(or alternatively) be given the option of speaking to provide
identity information. For example, computer 228 may use voice print
or speaker verification technologies to verify the user's identity
not by what he/she said but rather by the characteristics of
his/her voice.
[0070] If the user is an established user, computer 228 in step 578
determines whether the current information/call center having
received the call is the user's most preferred center as specified
in the user profile. If so, the current center processes the call
instantly, as indicated in step 580. Otherwise, platform 203 in
step 582 attempts to route the call to the user's most preferred
center; if such an attempt fails (e.g., the calls at the most
preferred information/call center are overflowing) and the user has
more than one preferred center, platform 203 attempts to route the
call to the second most preferred center; so on and so forth until
the pool of the preferred centers is exhausted. The current center
would also process the call if each attempt to route the call to a
preferred center fails.
[0071] If the user is not an established user, meaning a user who
has expressed the desire to use the preferred center feature but
has not yet had his/her preferred center(s) identified, the current
information/call center having received the call processes the call
in a conventional manner, as indicated in step 584. At the end of
the interaction with the current center, the user is prompted to
enter his/her rating of the current center, as indicated in step
586. The user's call center utilization history, represented by
FIG. 6, is then updated in step 588.
[0072] The first column of FIG. 6 contains the identifiers (e.g.,
alphanumerical) identifying the information/call centers, e.g.,
NY1011, NY1023, etc., having processed the user's calls. The second
column of FIG. 6 contains the number of times the user's call has
been processed by each center since the user has been a new
preferred information/call center user. The third column contains
an average of the ratings that the user has given to each center.
The history of FIG. 6 may be stored within the user's profile,
although those skilled in the art having the benefit of the instant
disclosure will appreciate that there are a number of ways this
information can be stored to achieve the advantages of the instant
invention, each of which is within the scope of the instant
invention.
[0073] In the example of FIG. 6, because the user rated center
NY1011 as a "0" on two previous interactions with that center,
computer 228 (or the user) may decide no further calls from the
instant user should be processed by center NY1011, even though the
user is still a new preferred center user and has not yet selected
his/her preferred centers. In step 590, computer 228 determines if
the user has been sufficiently exposed to different
information/call centers. This decision can be made by reviewing
the history of FIG. 6 to see if he/she has interacted with
different centers for some predetermined number of times, or by any
other criteria as determined by the service provider, the user, or
both.
[0074] If the user has not been sufficiently exposed to different
information/call centers, no preferred center is determined (step
591) until perhaps the next time the user calls for service.
Otherwise, the user is notified in step 592 of the expiration of
his/her new preferred center user status, as well as of the
rankings that the user has given to the different centers he/she
has interacted with. The user is then requested to select his/her
preferred center(s) in step 594. This interaction between the
service provider and the user can occur via any of the
communications methods described above. Finally, in step 596,
computer 228 updates the user profile to indicate that the user is
now a preferred information/call center user, along with the
identity of the user's preferred center(s).
[0075] FIG. 7 illustrates profile record 500 associated with the
user in this instance. Record 500 contains user preferences
including information concerning the user's subscription to
enhanced services or features, e.g., preferred information/call
centers feature option 522, personalized information management
service option 512 maintaining the aforementioned contacts,
appointments and other folders for the user. Record 500 is updated
from time to time when one or more user preferences are changed,
and in particular each time when the user subscribes to a new
enhanced service or cancels an enhanced service subscription. In
addition, record 500 in this instance indicates personal salutation
preference 514 and special operator skill preference 516 specified
by way of the routine of FIG. 4, and information/call center
preference 518 specified by way of the routine of FIG. 5.
[0076] For example, knowing from record 500 that the user is a
subscriber to the personalized information management service,
computer 228 may communicate the received ANI to personalized
information server 28 through WAN 30 (or alternatively Internet
121). In response, server 28 presents a Login graphical user
interface (GUI) on terminal 120, at which an operator is currently
attending to the user's information assistance call. FIG. 8
illustrates such a GUI where the operator is prompted to enter the
user's phone number or username to identify the user, and a
password to verify that the user is authorized to access the
personalized information management service. It will be appreciated
that other user identifying information, e.g., a PIN, mother's
maiden name, voice print, etc. may be used for verification
purposes as well.
[0077] It should be noted at this point that the user
identification and password are established beforehand through a
registration process. For example, to subscribe to the personalized
information service, the user can call an operator at the
designated access number. As part of the registration, the operator
enters in a user data record on server 28 the user identifying
information including username, password, and telephone number of
the particular telecommunication device, e.g., a wireless telephone
in this instance, which the user would use to call the information
assistance service in the future. It is particularly advantageous
to use such a phone number (also known as a mobile directory number
(MDN) in the case of a wireless phone number) to identify the user
since, as described before, the calling number would be
automatically captured as an ANI at information/call center 200
when the user calls.
[0078] Thus, the ANI of the user is automatically provided in entry
501 of the Login GUI by server 28, thereby obviating the need of
the operator's eliciting from the user, and entering, the required
phone number or username. At entry 504, the operator enters the
password provided by the user to complete the login process. In the
event that the ANI is not automatically available, or where the
user is accessing the subject service from an unknown point or the
operator suspects that the user calls from a phone number other
than the registered phone number, the operator may verify/obtain
the necessary identifying information with/from the user. For that
matter, in an alternative embodiment, the user data record may also
contain biometric measures for user identification, e.g., voice
prints of the user, which may be derived from a recording of the
user uttering a pre-selected code(s) (e.g., PIN) or word(s) (e.g.,
password) during the registration process. In that embodiment, when
the user subsequently attempts to access the personalized
information service, the user needs to utter the pre-selected
code(s) or word(s). Only when his/her utterance corresponds to the
stored voice prints, should he/she be allowed the service
access.
[0079] The login information is transmitted to server 28, where it
checks the aforementioned user data record to verify the received
information. After it is verified, server 28 identifies from the
user data record all of the folders including contacts folders and
appointments folders associated with the login information (e.g.,
the ANI), and any user's access rights thereto. For example, for
each folder, the user may have the predesignated rights to view,
edit, administer, and/or delete the folder. Server 28 presents to
terminal 120 a Home GUI, listing all such folders associated with
the ANI and thus the user.
[0080] FIG. 9 illustrates such a Home GUI, which lists, among
others, contacts folders 607 and 609 designated "Company Contacts"
and "My Contacts," respectively. The operator can access each
contacts folder, and manage the contacts information in the folder
for the user, subject to the user's access rights thereto. For
example, the user in this instance has the predesignated right to
view the content of Company Contacts folder 607 only. On the other
hand, he/she has the additional right to edit the content of My
Contacts folder 609.
[0081] FIG. 10 illustrates a GUI showing the content of My Contacts
folder 609 when, say, Edit Contacts option 611 is selected. As
shown in FIG. 8, for each contact, e.g., Bob, his/her name, home
phone number, business phone number and mobile phone number, if
any, although additional information concerning the contact, e.g.,
his/her postal and electronic mail addresses, may be available but
is not displayed for lack of room. For that reason, a More option,
e.g., option 705, is provided for selection to present the
additional information on a separate screen.
[0082] In addition, for each contact an Edit option, e.g., option
707, is provided to edit the contact information. For instance,
when option 707 is selected, server 28 returns another GUI, which
is illustrated in FIG. 11. At this GUI, different fields concerning
the contact Bob, e.g., his name, company name, company address,
phone numbers, facsimile numbers and pager numbers are presented,
and each field may be modified by overwriting any existing
information therein.
[0083] It should be noted that to protect privacy of certain
information about a contact, e.g., his/her home phone number, an
owner or administrator of folder 609 is afforded Private options,
e.g., option 807, to designate certain contact information private.
Accordingly, server 28 exercises censorship on contact information
in a folder based on any privacy protection previously imposed by
the owner or administrator of the folder. As shown in FIG. 11, the
privacy protection is on an element by element basis. For example,
Private option 807 in this instance is selected to keep Bob's home
phone number private while the Private option for his business
number is unselected, which is therefore unprotected from the
public. Thus, in this instance, a read-only subscriber to folder
609 who is not privy to Bob's home phone number may learn his
business number. As a result, when a read-only subscriber views a
listing of the contacts including Bob in folder 609, his home phone
number is replaced by a "Private" notice.
[0084] In accordance with an aspect of the invention, the read-only
subscriber to folder 609 may still be connected to Bob's home phone
number by the operator, but will not be provided with the number
dialed. To that end, after the read-only subscriber calls an
operator and requests to be connected to Bob, the operator goes
through the similar Login and Home GUIs which however pertain to
the read-only subscriber. By utilizing the search engine described
below, the operator uncovers listing 912 in a View GUI illustrated
in FIG. 12.
[0085] It should be noted that this View GUI which is made
available to a read-only subscriber (represented by the operator in
this instance) to folder 609 is similar to the Edit GUI of FIG. 10
which is made available to an owner or administrator of the folder.
However, the two GUIs differ from each other in that unlike the
Edit GUI, the View GUI lacks Edit options since a read-only
subscriber to folder 609 does not possess edit rights. In addition,
Bob's home number, designated private, is revealed on the Edit GUI
to the owner or administrator of folder 609, but not on the View
GUI. Thus, in this instance, the operator is faced with the same
"Private" notice in lieu of Bob's home phone number on the View GUI
as would be the case if the read-only subscriber accesses the View
GUI on his/her own. In order to connect the read-only subscriber to
Bob's home number, the operator at terminal 220 signals switching
matrix platform 203 to place the read-only subscriber's call on
hold, and selects the "Private" notice. This selection causes an
identification (ID) of the subscriber's connection which is on
hold, and a request for Bob's home number in folder 609 to be sent
to server 28. In response to such a request, server 28 retrieves
Bob's home number in folder 609 from database 20, and transmits
another request for connecting the subscriber to the retrieved
phone number to switching matrix host computer 228 via WAN 30. This
request includes the aforementioned subscriber's connection ID.
Under control of computer 228, platform 203 then calls Bob's home
phone number to establish a connection thereto. Once the new
connection is established, computer 228 causes platform 203 to
bridge the subscriber's connection identified by the received ID to
the new connection, thereby connecting the subscriber to Bob's home
number, without disclosing the number to the subscriber, or the
operator for that matter.
[0086] In an alternative embodiment, the operator plays an active
role before the subscriber's connection is bridged to the
connection to Bob's home number. In this embodiment, the operator
obtains from the user data record the subscriber's name as
registered. However, the operator may also verify the subscriber's
name with the subscriber verbally before putting the subscriber's
connection on hold. As soon as platform 203 establishes the
connection to Bob's home number, the operator is afforded an option
to ask Bob over the newly established connection whether Bob wants
to talk to the read-only subscriber. If Bob accepts the call, the
operator signals host computer 228 to cause platform 203 to bridge
Bob's connection to the subscriber's connection, thereby connecting
the subscriber to Bob's home number. Otherwise, if Bob declines to
talk to the read-only subscriber, the operator informs the
subscriber of the declination and causes platform 203 to terminate
(or tear down) both connections with Bob and the subscriber.
[0087] In another alternative embodiment, voice server 230 takes
the place of the operator in asking Bob whether he wants to answer
the subscriber's call. That is, before the subscriber's connection
is bridged to Bob's connection, voice server 230 seizes Bob's
connection and announces in an automated voice, over the
connection, an arrival of the call from the subscriber who is
identified by his/her registered name. After learning the identity
of the subscriber, Bob is afforded a choice to accept the call by
pressing a first predetermined key on his telephone. The resulting
DTMF signal causes platform 203 to bridge the subscriber's
connection to Bob's connection. Otherwise, Bob may press a second
predetermined key to reject the call. The resulting DTMF signal
causes (a) voice server 230 to announce to the subscriber, through
the subscriber's connection, Bob's declination to answer the call,
and (b) platform 203 to terminate both Bob's and the subscriber's
connections.
[0088] In yet another alternative embodiment, the screening of the
subscriber's call is achieved by using an improved caller ID (CID)
feature in accordance with the invention. Traditionally, by
subscribing to a CID service and utilizing a CID receiver, which
may be integrated into a telephone, a called party between phone
rings may receive display CID information on the receiver which
includes the originating telephone number, name associated with
that number, date and time of the call. One such receiver for
receiving CID information is described, e.g., in U.S. Pat. No.
4,582,956 issued to Doughty on Apr. 15, 1986.
[0089] The CID information is transmitted from a switching office
connected to the called party's CID receiver using frequency shift
keyed (FSK) modem tones. These FSK modem tones are used to transmit
the display message in ASCII character code form. The transmission
of the display message takes place between the first and second
rings of the called station. The CID data format and transmitter
are described, e.g., in U.S. Pat. No. 4,551,581 ("the '581 patent")
issued to Doughty on Nov. 5, 1985. As described in the '581 patent,
the data format of each message to be sent to the called station is
preceded by the specification of the type and length of the
message. For example, for the first message concerning the
originating number, the first character sent is the message type
which specifies that the ensuing message is an originating number.
The second character represents the length of the message. After
the message length character are characters which represent the
digits of the originating number. Additional messages follow the
same data format (i.e., type character, length character and
message content in that order). The formatted messages are followed
by a checksum or other error detection character which is used to
detect errors which may have been introduced in the
transmission.
[0090] However, we have recognized a few disadvantages of using the
traditional CID service. For example, any name which appears in the
CID alongside the originating telephone number identifies the
telephone service subscriber to that number, and which is
registered by a telephone carrier in a directory database, also
known as "white pages." Telephone carriers typically have directory
listings of wireline telephone service subscribers but currently
lack the listings of wireless telephone service subscribers. As a
result, when a caller uses a wireless telephone to call a called
station, the CID receiver at the called station typically displays
the wireless telephone number, but not the name of the associated
telephone service subscriber because of a lack of the white pages
information. As such, the traditional CID service is ineffective in
screening wireless calls by the callers' name.
[0091] Return now to the above example where the caller, who is a
read-only subscriber to contacts folder 609, asks an operator to
connect him/her to Bob's home number which is indicated "Private"
in the folder. Not to be confused with a telephone service
subscriber, the folder subscriber in this example will now be
referred to simply as the "caller." When the caller calls the
operator for connecting him/her to Bob's home number, the ANI
associated with the caller's call is communicated to center 200
which, as mentioned before, is derived by platform 203 from the
call set-up signals. In accordance with an aspect of the invention,
the white pages information associated with such an ANI is provided
as CID data to Bob for call screening purposes. To that end, host
computer 228 provides the ANI to database server 226 to look up the
corresponding white pages information. It should be noted that
unlike a typical telephone carrier, call/information center 200 in
this instance has access to directory listings of both wireline and
wireless telephone service subscribers. Thus, based on the received
ANI, server 226 locates the directory listing including the name of
the telephone service subscriber associated with the ANI. While the
connection with the caller is on hold, and the second connection to
Bob's home number is being established, host computer 228 in
accordance with the invention communicates, as part of the call
set-up procedure, the ANI and associated telephone service
subscriber name to the called station (i.e., Bob's telephone) as
the CID data. Specifically, such ANI and associated telephone
service subscriber name are formatted in the well known CID data
format and communicated, pursuant to an agreed-upon protocol, to
the aforementioned data transmitter in the switching office
connected to the called station.
[0092] FIG. 13 illustrates the ANI and associated telephone service
subscriber name in the CID data format. As shown in FIG. 13, type
character 715 specifies that the ensuing message contains the
telephone number of the calling station from which the caller calls
the operator. Length character 718 specifies the length of such a
telephone number. Message field 721 contains the actual telephone
number of the calling station, i.e., the ANI. In addition, type
character 724 specifies that the ensuing message contains the
telephone service subscriber name associated with the telephone
number in field 721 according to the directory listing. Length
character 727 specifies the length of such a name. Message field
730 contains the actual telephone service subscriber name.
Following field 730 is checksum field 733 for detection of
transmission errors.
[0093] In a well known manner, the data transmitter in the
switching office transmits the CID data between rings of the called
station, which is displayed on the called station or other
connected device for receiving such CID data. As soon as the
connection to the called station is established, host computer 128
causes platform 114 to bridge the new connection to the caller's
connection which is on hold. Bob may then review the resulting CID
display information at the called station before he decides to
answer the call or not.
[0094] However, we have recognized that in the above example, the
caller may not always be the same as the telephone service
subscriber to the originating number because the caller may have
borrowed another person's telephone to call. As a result, the CID
message indicating the name of the telephone service subscriber may
be misleading in identifying whom the caller is. Thus, in
accordance with a second aspect of the invention, after obtaining
the white pages information based on the ANI in the above example,
the operator checks the name associated with the ANI in the
directory listing against the caller's name as registered on the
user data record. If they do not match, the operator may assume
that the caller's name from the user data record is valid as the
associated password of the caller was verified in the earlier login
process. However, the operator may also verify the caller's name
with the caller on the phone. The operator then enters the actual
caller's name on terminal 220, which replaces the telephone service
subscriber name in the CID data to be transmitted to the called
station. FIG. 14 illustrates the resulting formatted CID data,
which differs from that of FIG. 13 in that type character 741 and
length character 743 in FIG. 14 correspond to the caller's name, as
opposed to the telephone service subscriber name. In addition,
message field 745 contains such a caller's name.
[0095] We have also recognized that with the caller's name
ascertained in the above example, the calling station number in the
CID data serves no additional identification purpose. However, it
may provide a means for the called party to return the caller's
call. For instance, upon reviewing the CID display information, Bob
may decide not to answer the call immediately as he is unavailable
or currently on another call. Bob may try to contact the caller
later using the display calling station number. Nevertheless, by
the time when Bob calls, the caller may not be at that number, or
the caller may want Bob to return his/her call at a different
number or by a different method of communications altogether, e.g.,
facsimile, email or SMS. Thus, in accordance with a third aspect of
the invention, the operator may query the caller on the phone for
methods of returning his/her call in case Bob does not answer the
call immediately. In this instance, let's say the caller wants Bob
to return his/her call using a telephone number different from the
current calling number, or via facsimile or email. In that case,
the caller provides the operator with his/her desired (1) call-back
telephone number, (2) facsimile number and (3) email address.
Accordingly, the operator enters on terminal 220 the information
concerning the call-return methods, along with the caller's name,
to generate the CID data to be transmitted to the called station.
The resulting formatted CID data by host computer 228 is
illustrated in FIG. 15, which includes additional type character
751 and length character 753 correspond to the call-back telephone
number, which is contained in message field 755; type character 757
and length character 759 correspond to the caller's facsimile
number, which is contained in message field 761 and may be preceded
with "F-" to be distinguished from a telephone number; type
character 763 and length character 765 correspond to the caller's
email address, which is contained in message field 767. Of course,
the time period for which each method of communications is the most
convenient to the caller may also be specified in the CID data.
[0096] Further, we have recognized that the caller's name in the
CID display may not be sufficient information for the called party
to decide to answer the call. The purpose of the call, or the
subject of the call may be important as well. For instance, Bob in
the above example would answer the call if it concerns a business
meeting the next day whereas he would not if it concerns an
upcoming social event, even though the caller is the same in each
case. Thus, in accordance with a fourth aspect of the invention,
the operator, when querying the caller for the call-return methods,
may also query the caller for the purpose or subject of the call,
or other CID message to be shown to Bob. For example, the caller
may want to confirm the meeting with Bob at 10 a.m. tomorrow. In
that case, a CID message such as "See you tomorrow at 10" is
sufficient to confirm the meeting. In implementation, the CID
message may be abbreviated to accommodate the limited number of
characters allowed. Thus, upon reviewing such a CID message while
the called station is ringing, Bob may choose not to answer the
call if he is satisfied with the message, or to pick up the call if
he wants to talk to the caller, e.g., to change the meeting
schedule or for whatever reasons. Thus, in this illustrative
embodiment, the operator also enters on terminal 120 the
call-content attribute of the call (e.g., information concerning
the call purpose or subject), or any desired message from the
caller to generate the CID data to be transmitted to the called
station. The resulting formatted CID data is illustrated in FIG.
18, which includes additional type character 771 and length
character 773 corresponding to the call-content attribute and/or
desired message from the caller, which are contained in message
field 775. By reviewing the display CID information at the called
station which includes the call-content attribute and/or caller's
message in this instance, Bob is able to make a better informed
decision whether to answer the call.
[0097] The user may subscribe to or opt out the above-described CID
service. The subscription to or opting out the CID service may be
specified in user profile record 500. For example, referring to
FIG. 7, caller-ID service option 520 in this instance is
unselected, indicating its opt-out status.
[0098] Referring back to FIG. 11, the above-described concept of
protecting privacy of listing information on an element-by-element
basis is applicable not only to contacts folders here, but also
generally to white pages, wireless telephone directories,
enterprise directories and other public directories. In particular,
all wireless telephone numbers currently are unpublished. The
disclosure of a wireless telephone number may be opted in or out,
e.g., by selecting or unselecting Private option 809.
[0099] A selection of one such Private option (associated with
wireline, wireless, or other user telephone number) may lead to
queries for desired privacy features. For example, the user may
choose to disclose the telephone number during certain times (e.g.,
daytime, weekdays), and no other telephone number or a second
telephone number during other times (e.g., nighttime, weekends). In
addition, the user may create a "blackout list," listing those
entities (by their names and/or telephone numbers) which are
unauthorized to obtain the user telephone number. In that case, for
example, the blackout list may be stored in database 20 in
association with the user telephone number. When a caller calls the
information assistance service to access the user telephone number,
the service provider may retrieve the user telephone number, along
with the associated blackout list. The service provider may then
screen the caller to determine whether the caller is authorized to
access the user telephone number. Such screening may be conducted
manually by an operator where the operator may check the ANI
associated with the call against the blackout list, or may simply
ask for the caller's name, his/her company name, or other
affiliation information, and check the received identity
information against the blackout list. The screening may
alternatively be conducted by computer 228 in an automated manner
where upon learning the ANI associated with the call, computer 228
checks the ANI against the telephone numbers on the blackout
list.
[0100] In another embodiment, the user may provide the caller a PIN
beforehand, which is required to be produced by the caller during
an information assistance call to access the user telephone number.
Like the aforementioned blackout list, the PIN may be stored in
database in association with the user telephone number. The PIN may
similarly be verified by the information assistance service
provider manually or in an automated manner before the caller can
access the user telephone number. Further, the user may have
multiple PINs associated with different privacy levels,
respectively. Each privacy level is used to qualify the restriction
of access to listing information. For example, a first PIN is
associated with privacy level 1, production of which by a caller
during an information assistance inquiry may enable the caller to
access the user's business telephone number; a second PIN is
associated with privacy level 2, production of which by a caller
during an information assistance inquiry may enable the caller to
access the user's home phone number in addition to his/her business
telephone number; a third PIN is associated with privacy level 3,
production of which by a caller during an information assistance
inquiry may enable the caller to access the user's wireless
telephone number in addition to his/her business telephone number
and home phone number; and so on and so forth. Thus, with the above
inventive privacy measures, the information assistance service
provider advantageously serves as a clearing house to allow proper
parties to access appropriate portions of listing information.
[0101] Referring back to FIG. 9, a search engine is provided on a
Home GUI to search for a listing of a desired contact. For example,
the operator may specify at entry 655 a search term (e.g., Bob),
and select at entry 657 the type of folder (e.g., contacts or
appointments) in which the search term is to be found. Thus, by
using such a search engine, an informal request without much
information, such as "I need to reach Bob" and "I want to talk to
the sales manager at ABC Corporation" is sufficient for the
operator to locate the requested contact information. After
initiating the search by clicking on the "Search" button, any
listing satisfying the search query is highlighted. In this
instance, a search on the name "Bob" in a contacts folder uncovers
listing 712 in the Edit GUI of FIG. 10.
[0102] It is anticipated that when given more specific data about
the desired contact, e.g., Bob's full name, the operator may also
search such other directory databases as public national directory
databases, enterprise directory databases (e.g., corporation
directory databases, and university directory databases), etc.,
accessible by database server 226. To that end, GUI 780 in FIG. 17
is designed for the operator to perform such a combined search. As
shown in FIG. 17, section 785 of GUI 780 corresponds to the Home
GUI of FIG. 9, which allows the operator to manage contacts and
appointments folders for the user as described before. In addition,
section 782 provides the interface for the operator to perform the
combined search for desired contact information.
[0103] Thus, in this example, when a user requests a listing of a
desired party, say, Bob, the operator invokes GUI 780 on terminal
220. The operator enters at search section 782 the name Bob and any
other information provided by the user to the best of his/her
ability such as Bob's last name, the name of the company at which
Bob works, his or his company's address, etc. In response to, no,
or one or more search results meeting the user's request are
returned from database server 226 accessing a public national
directory database and enterprise directory databases in this
instance, and/or from personalized information server 28 accessing
folders 607 and 609 associated with the user. Each returned listing
in this instance includes a source indicator indicating its
provider, i.e., database server 226 or personalized information
server 28. If multiple Bob listings are returned, the operator in a
conventional manner discusses the listings with the user to
ascertain the desired Bob listing. When the desired Bob listing is
ascertained and selected by the operator for later possible
connection to the listed telephone number for the user, and
incorporation into one or more contacts folders associated with the
user before the process ends.
[0104] Continuing the above example, upon learning the desired Bob
listing, the operator offers the user an option to be connected to
Bob's telephone number. If the user exercises such an option, the
operator then initiates an outgoing call for the user by seizing an
outgoing voice channel from a T1 communication link 214 and
outdialing the desired telephone number. Outdialing is a function
of platform 203, whereby platform 203 transmits the desired
telephone number after it is entered. Host computer 228 is notified
of the outgoing call and automatically instructs platform 203 to
apply a CPA therein to the outbound channel and a DTMF receiver to
the inbound channel after outdialing. Such a CPA is sensitive to,
and capable of identifying, telephone connection status conditions
and signals including ring tone, busy, reorder, PBX intercept,
system intercept (tri)tone (SIT), vacant code, reorder-SIT, no
circuit LEC, reorder-carrier, no circuit-carrier, dial tone,
continuous on tone, and silence. Platform 203 afterwards connects
the user on the inbound channel to the outgoing call on the
outbound channel.
[0105] The CPA monitors the outgoing call on the outbound channel
for a predetermined number of rings, a predetermined amount of
time, or until a specified connection status is detected. A
successful call, in which the destination telephone is answered, is
recognized by platform 203. Illustratively, platform 203 identifies
a successful call by detecting, on the outbound channel, the bit
transition that occurs when the destination telephone converts from
an on-hook status to an off-hook status. The detection of a
successful call is relayed to host computer 228 by platform
203.
[0106] When an outgoing call is successfully completed, platform
203 remains passively connected to the call. When the destination
telephone is disconnected, platform 203 detects another bit
transition indicating that the destination telephone changed from
off-hook to on-hook. In response, platform 203 removes the
application of the CPA on the outbound channel. Voice server 230
then seizes the connection to user telecommunication device 244 to
provide additional information and services to the user upon
closing of the call, in accordance with another aspect of the
invention. However, such additional information and services may
alternatively be provided by voice server 230 in the beginning, or
at other appropriate stages, of the call. In this instance, upon
the call closing, the user is allowed to order new services, modify
user profile record or request other actions. To that end, server
230 describes any new service feature which is made available to
the user by the information assistance service provider. The
description may be followed by a menu, including options selectable
by pressing specified keys on device 244. Alternatively, the user's
selection is spoken into device 244, which is received and
recognized by a voice recognition device in voice server 230. For
example, pressing the "1" key enables the user to adopt the new
service feature; pressing the "*" key enables the user to speak to
an operator to obtain further information about the new service
feature; and pressing the "2" key enables the user to skip to the
next service feature description, if any. In this instance, upon
detection of a depression of the "1" key by the user, voice server
230 invokes a submenu for the user to enter any necessary
information to subscribe to the new service feature. User profile
record 500 may then be updated to reflect the new service feature
subscription.
[0107] After the new service feature description(s) and menu, voice
server 230 may invoke an action menu to allow the user to perform
or request other actions. For example, pressing the "*" key enables
the user to be re-connected to an operator for further information
assistance; pressing the "7" key enables the user to modify user
profile record 500, e.g., through the agency of an operator, or a
submenu to go through the profile entries item by item and make the
necessary changes; pressing the "#" key enables the user to hear a
recitation by voice server 230 of the desired destination telephone
number just inquired; pressing the "8" key enables the user to
incorporate the desired listing just inquired in a contacts folder
associated with the user; etc. In this instance, the user's
pressing the "8" key results in incorporating the desired listing
into My Contacts folder 609, stemming from the fact that the user
here has the aforementioned rights to edit My Contacts folder 609
only but not Company Contacts folder 607. Otherwise, if the user
has the rights to edit multiple contacts folders, the folder
involved in the incorporation needs to be specified by the user,
e.g., in profile record 500 or upon request. In general, the
incorporation is carried out pursuant to a predetermined protocol
whereby the desired listing when incorporated would be properly
formatted in folder 609.
[0108] We have recognized that based on information in user profile
record 500, e.g., personal interests 540, the user may be targeted
to receive certain advertising or promotional (e.g., schedules,
coupons, discounts, etc.) information. For example, after (or
before) an information assistance call, such targeted promotional
information may be "pushed" to the user, subject to any opt-out
provision in the profile. For example, the user in this instance
specifies as part of personal interests 540 preferred music, e.g.,
Beatles, Rolling Stones, etc.; fashion, e.g., Versace, Donna Karen,
etc.; and sports Events, e.g., Knicks basketball games, PGA Golf
tournaments, etc., for which the user would like to receive
information from time to time. In accordance with an aspect of the
invention, based on the profile data, server 28 tailors the content
of the promotional information delivered to the user to suit
his/her interests as soon as the information becomes available. In
particular, at the closing of the information assistance call,
voice server 230 provides the targeted promotional information to
the user. For example, voice server 230 at such time may inform the
user of the schedule of upcoming Knicks games and a sale of Knicks
merchandise. Voice server 230 may then prompt the user to reserve
tickets for any desired games and purchase any desired merchandise
through a concierge-type service also provided by information
assistance service provider 205.
[0109] The targeted promotional information may also be provided as
a message to the user from time to time via SMS, e-mail, voicemail,
facsimile, paging, instant messaging, etc. For example, the actual
method(s) of delivery of the targeted promotional information may
be specified by the user in user profile record 500, shown as
information delivery method preferences 550. Such information
delivery method(s) may be established in the initial service
registration by the user in response to such direct questions as
"How do you want promotional information to be transmitted to you
from an information assistance service?" The answers to such direct
questions may make up preferences 550. The specified delivery
methods may be prioritized in accordance with the user's
preferences. Of course, the user is allowed to opt out one or more
of the above targeted advertising service features.
[0110] Server 28 from time to time sends to profile gateway 231 the
targeted promotional information to be delivered to the user.
Gateway 231 generates a message containing the promotional
information, and data concerning delivery methods ranked in the
order of the user's preferences, as specified in profile record
500. This message is sent to profile manager 305, which in response
generates an appropriate request to messaging server 307 for
delivery of the targeted promotional information.
[0111] In this instance, messaging server 307 may be situated at
the same location as profile manager 305. Server 307 serves as a
gateway for delivering information to a user, e.g., via voicemail,
SMS, e-mail, paging, facsimile, wireless application protocol
(WAP), web, etc. When it is determined that the promotional
information needs to be delivered via one of these communications,
profile manager 305 forwards the necessary content and addressing
information (e.g., voicemail access number, wireless telephone
number for SMS, e-mail address, pager number, facsimile number,
uniform resource locator (URL) of a WAP or web site, etc.) to
messaging server 307. Messaging server 307 attempts a delivery of
the promotional information via the appropriate method of delivery,
and feeds back to profile manager 305 information about the
delivery status. For example, in the event that a first preferred
delivery method is not successful, server 307 informs manager 305
of the unsuccessful delivery status. In response, manager 305 may
cause server 307 to attempt the delivery via a second preferred
delivery method, and so on and so forth.
[0112] For example, where the targeted promotional information is
delivered to a WAP or web site, the access (e.g., URL) to one such
site may be provided, e.g., on the user's bill for the information
assistance service. Similar to the Internet standards, WAP
specifies use of a wireless markup language (WML), which is a
subset of an extensible markup language (XML), for writing WAP
content. WML is designed to make optimum use of a small display
which is typical of a mobile device, e.g., wireless telephone, PDA,
etc. The resulting WAP content is scalable, e.g., from a two-line
text display to a full graphic screen of a larger display. The WAP
content can be read by a user using WAP microbrowser software
installed in the mobile device. The communications between the
mobile device and the Internet is through a WAP gateway, which
serves as an interface between a wireless network and the
Internet.
[0113] The WAP gateway provides the necessary protocol translation
(e.g., between WAP and transmission control protocol/Internet
protocol (TCP/IP)) and optimization, security, activity tracking
and administration. Messages communicated between a mobile device
and the WAP gateway are in accordance with a WAP datagram protocol
(WDP). For example, when a request from the mobile device which
comprises a URL is sent via a wireless network to the WAP gateway,
the request includes a device ID identifying the mobile device. In
response, a hypertext transfer protocol (HTTP) interface in the
gateway retrieves the requested content from the WAP site on the
Internet at the URL. The retrieved content is converted into a
compressed data format for transmission over the wireless network
to the mobile device identified by its device ID. The WAP
microbrowser software in the mobile device interprets the
compressed data and displays the interactive WAP content. In this
instance, the user's bill may provide the user with the URL of the
WAP site for accessing the aforementioned promotional information,
expressed in WML.
[0114] Similarly, the targeted promotional information may be
expressed e.g., in HTML or XML, and placed on a website for the
user to access anytime using a device running the necessary web
browser software. The particular URL of the website may be
designated to the user exclusively for his/her personal
consumption.
[0115] Continuing with the above example, if the outgoing call to
the destination telephone cannot be successfully completed, e.g.,
the call status condition of the outgoing call identified by the
CPA as a busy signal, platform 203 terminates the outgoing call by
releasing the outbound channel, with the inbound channel intact. In
this case, like the previous successful call completion case, voice
server 230 may similarly present the above-described new service
feature descriptions, menus and targeted promotional information
(collectively "user assistance and service information") to user
telecommunication device 244. However, the user here may be
afforded additional action menu options, e.g., an option to have
platform 203 attempt the same destination telephone number again by
pressing the "1" key, and another option to record a message for
later delivery to the destination party by pressing the "2"
key.
[0116] Voice server 230 may similarly present the user assistance
and service information to user communication device 244 in the
event that the call status condition of the outgoing call is
detected by the CPA in platform 203 as a ring-no-answer condition.
Under that condition, it is desirable to allow sufficient time for
the destination party to answer the call, but yet also provide the
user with the user assistance and service information, other than
simply waiting continuously for an answer. At the same time, the
ring tone on the outbound channel may be temporarily muted or its
volume is temporarily reduced. In addition, voice server 230 may
communicate, through the inbound channel, the user assistance and
service information while the user is waiting. If the user chooses
to do nothing and wait, the ring tone continues until the
destination telephone is answered, or the user disconnects.
[0117] In the event that the call status condition of the outgoing
call is identified as a communication problem, e.g., reorder, PBX
intercept, SIT intercept, vacant code, reorder-SIT, no circuit LEC,
reorder-carrier, no circuit-carrier, dial tone, continuous on tone,
or silence, voice server 230 informs the user of the communication
problem. In addition, voice server 230 may present to user
communication device 244 the user assistance and service
information described above.
[0118] In addition, the user when interacting with the information
assistance service may prefer to use certain key or voice commands,
over those suggested, e.g., in the menus. This may stem from the
fact that it is easier for the user to remember those certain key
or voice commands, and to consistently apply the same commands for
the same frequently used functions. Thus, the user may be allowed
to create his/her own "dictionary," denoted 560, in user profile
record 500 to customize his/her own "vocabulary" or reconfigure
commands for interacting with the information assistance service.
System components (e.g., platform 203, computer 228 and voice
server 230) of information/call center 200 are programmed to look
up the dictionary to understand the user's customized commands to
seamlessly provide the information assistance service. In this
particular illustrative embodiment, dictionary 560 is realized as a
look-up table, denoted 565, for translating customized commands to
corresponding menu commands recognizable by the system components.
In this instance, the menu commands which have been reconfigured
include the "*" key command for returning to an operator during an
information assistance, and the "#" key command for providing the
desired destination telephone number. As illustrated in table 565,
the "*" key command has been replaced by a "0" key command
preferred by the user, and the "#" key command has been replaced by
a voice command "Number Please" preferred by the user.
Temporary Service Disablement
[0119] As mentioned before, a user may also specify in a user
profile record associated with an identifier (e.g., a telephone
number) identifying the user's telecommunication device (e.g., a
telephone) when the instant information assistance service is
temporarily halted. Referring to FIG. 7, in this instance, the user
specifies in profile record 500 that the service is temporarily
disabled between 9:00 am and 5:00 pm Monday through Friday each
week, shown as one of Temporary Service Disablement Periods 567.
With the specified disablement period in place, when an information
assistance call is received by center 200, computer 228 retrieves
the user profile associated with the ANI of the received call.
Computer 228 first determines whether the time of the call is
within one of Periods 567. If so, computer 228 causes voice server
230 to make an announcement to the caller, e.g., "Sorry. The user
has chosen to disable the service at this time." Computer 228 then
causes the call connection to be torn down. Otherwise, if the time
of the call is not within one of Periods 567, the call would be
processed in the manner described before. The user may notify the
service provider anytime when the service is to be temporarily
disabled, and the user profile record is modified accordingly.
[0120] In accordance with a further aspect of the invention,
Periods 567 may reference certain entries of a user's appointment
folder, e.g., My Appointments 608 maintained in database 20. That
is, a selected service disablement period may correspond to certain
types of appointment or activity, e.g., vacation, specified in My
Appointments, which is the case here as the user in this instance
selected option 569 in profile record 500. The user may notify the
service provider during the service registration or anytime
subsequent thereto that a vacation time entry to My Appointments
would trigger the service disablement for the period corresponding
to the entry. Profile manager 305 is then programed to enter any
such vacation time entry in profile record 500 as one of Periods
567. Alternatively, in My Appointments the user is provided with an
option, associated with each appointment or activity entry, to
disable the instant information assistance service during the
appointment or activity. In response to a selection of one such
option, manager 305 incorporates the new service disablement period
in Periods 567.
Information Upload
[0121] In accordance with another aspect of the invention, the
aforementioned personalized information management service is
augmented to realize a personal information center function for the
user. To that end, various information may be uploaded and stored
in user profile record 500, which is to be delivered to the user as
a routine part of the service or upon the user request. Such
various information may include, e.g., account information,
statuses of data synchronization between the information management
tools and user devices, statuses concerning orders and sales
conducted through the instant information assistance service, etc.
In addition, based on the sales and orders history, the profile
record may keep track of the user's likes and dislikes, which help
customize promotional information to be communicated to the user.
The manner in which the information assistance service helps the
user to consummate an order or sales, and the manner in which the
user profile is revised from time to time to update the user
criteria in selecting goods or services are described, e.g., in the
aforementioned '847 application.
Service Differentiation and Pricing Based on Device Type
[0122] As is apparent from the foregoing discussion, services
afforded by the instant service provider to the user depend on the
type of user device, including its class of service, used to
interact with the service provider. For example, the user device
may be a wireless telephone. However, nowadays wireless telephones
come with different classes of services, e.g., in accordance with
"2G," "2.5G," and "3G" specifications. Even built according to the
same general specification, one wireless telephone may vary from
another in the screen size, support for graphics, enablement of
one-way or two-way SMS, JAVA and/or WAP communications, etc. The
data concerning the capabilities of a user device may be provided
by the carrier (e.g., AT & T Wireless) which initially turns on
the operation of the device, or by the user to the instant service
provider, or by querying the device itself during an initial
handshake with the device. Such device data may be recorded in the
user profile record, e.g., device data 530 in profile record 500,
which is important for both marketing and service customization
purposes. For example, device data 530 in this instance indicates
that the user device is a wireless telephone capable of SMS and
complex graphics. With the knowledge of the SMS capability, the
instant service provider may promote or provide, e.g., an SMS
coupon service and other SMS related services to the user. In
addition, with the knowledge of the complex graphics capability,
the instant service provider may promote or provide to a user,
e.g., a travel directions service with transmission of images of
street maps displayable on the user device screen. Thus, the types
of service offered to the user may vary with the type of user
device, including its class of service. The service charges may
vary with the actual services subscribed by the user. The user may
be charged at a discount/premium rate depending on the actual
service capability, class of service, and/or preferential status of
the user. Different services may also be bundled according to the
device capabilities. For example, the aforementioned SMS coupon and
travel directions services may be bundled and offered to the user
at a flat rate.
[0123] In addition, device data 530 is also conducive to an
effective provision of the instant information assistance service.
Specifically, the various service menus offered to the user in the
course of information assistance are selected according to the user
device capabilities. For example, where it is known that the user
device has the SMS capability, which is the case here, a service
menu would include such an option as to deliver information to the
user device via SMS. Otherwise, the SMS option would not be
offered.
[0124] It is possible that the user may use different user devices
to communicate with the instant information assistance service at
different times. In that case, device data 530 includes, for each
device, a description of its capabilities and an associated
identifier identifying the device, e.g., a telephone number, MDN,
etc. In addition, profile record 500 may be invoked by any one of
the identifiers of the user devices. For example, based on the ANI
accompanying the communication from one such device, computer 228
invokes profile record 500 and retrieves the portion of data 530
corresponding to the device.
Personal Profile Security
[0125] In accordance with another aspect of the invention, security
measures are instituted to ensure that only an authorized user(s)
can access select services or groups of services, which may be
associated, e.g., with the user's telephone number, MDN, voice
print, etc. At the same time, the user who is responsible for the
service charges or service account may controllably allow other
parties (e.g., household members), associated with the service
account, to access certain services by selectively providing them
with, say, the requisite passwords meeting the security
requirements. For example, the user in this instance institutes a
security measure for use of a concierge-type service, whereby upon
the user request, the instant service provider may make restaurant
reservations, purchase tickets, order goods or services, and
conduct other businesses for the user. As shown in FIG. 7, the
concierge-type service in question is assigned security code(s)
535, which may be a password, PIN, mother's maiden name, voice
print and/or other biometric measure. Where, e.g., a voice print is
used, security code(s) 535 contains voice prints of the authorized
users (e.g., husband and wife), which may be derived from earlier
recordings of speeches by the husband and wife, respectively. In
furtherance of the example, when the husband or wife using the same
telephone to access the instant information assistance service,
profile record 500 may be retrieved based on the ANI accompanying
the telephone call. As the husband (wife) requests the
concierge-type service in question, computer 228 determines based
on profile record 500 that such a service requires verification of
a security code. In this example, a voice print of the husband
(wife) is derived by voice server 230 or a voice print gateway (not
shown) from a sample of his (her) speech currently received
thereby. Computer 228 determines whether the newly derived voice
print corresponds to one of code(s) 535. If so, the husband (wife)
can access the concierge-type service. Otherwise, if the security
code cannot be verified, the husband (wife) is denied such a
service. It should be noted that the content of code(s) 535 may be
encrypted to bolster its security.
[0126] Confidential Information Disclosure
[0127] As mentioned before, ordering or purchasing products or
services for a user is part of the concierge-type service provided
by the instant service provider. Oftentimes, sales assisted by an
operator involve disclosure by the user of credit card or similar
billing information. However, the user may feel uncomfortable to
disclose such confidential information to the operator for fear of
any subsequent, fraudulent use of such information, or for fear of
eavesdropping by others at the current user location. Thus, in
accordance with yet another aspect of the invention, an operator
assisted order, purchase or reservation may be realized by the user
communicating with the instant service provider the details of the
order, purchase or reservation except confidential information
(e.g., the credit card or billing information), which may then be
communicated to the instant service provider through a separate
secure connection (e.g., a secure Internet connection), which does
not involve an operator, to complete the transaction.
[0128] In an illustrative embodiment, the user is afforded an
option to transmit billing information through a secure Internet
connection separate from the initial information assistance call
connection. A selection by the user of the secure transmission
option may be indicated in profile record 500 (not shown) or on a
call-by-call basis. For example, with such an option selected
beforehand, the user may conduct a purchase with an operator's
assistance during the initial information assistance call. Based on
the phone conversation with the user, the operator may fill out on
terminal 220 an order template containing information concerning
the product name, its provider, price, delivery time, etc., all
information, except billing information, necessary to complete the
transaction. The operator may then inform the user that he/she
needs to provide the remaining billing information via a secure
Internet connection, e.g., an encrypted secure sockets layer (SSL)
connection. The user may be asked to provide an e-mail address to
which a URL of a transaction web page for the user to input the
remaining confidential billing information is to be sent. In this
illustrative embodiment, such a user e-mail address, denoted 537,
is specified in profile record 500, thus obviating a query
therefor.
[0129] With the user e-mail address, the operator causes terminal
220 to send to the user, through Internet 221, an e-mail containing
the URL of the aforementioned transaction web page. Upon opening
one such e-mail, e.g., using a personal computer, the user may
point and click at the URL link therein to access the transaction
web page. Such a transaction web page (denoted 1900) is illustrated
in FIG. 18, which may be provided by a concierge-type service
server (not shown) connected to Internet 221. Page 1900 make take
the form of the order template previously used by the operator to
fill out the order information. In fact, except for the
confidential credit card information, all of the transaction
information including, e.g., product name 1903, price 1905, etc. is
pre-filled by the operator. The user in this instance is prompted
to fill in box 1907 the credit card information only. Security
indicator 1909 indicates that the communication of the information
on page 1900, including the credit card information, to the
concierge-type service server through Internet 221 is secure. Once
the server receives the information on page 1900, the order is
processed thereby.
[0130] It should be noted that in a second embodiment, the user is
pre-assigned a URL where he/she can access to enter confidential
information to complete each transaction, thereby obviating the
need of sending an e-mail containing URL information to the user.
In fact, in the second embodiment, the transaction web page is
customized for the user, where a list of his/her applicable credit
cards may be displayed for selection, thereby obviating the need of
the user's entering the actual credit card information, i.e., the
credit card number, expiration date, etc. In that case, the actual
credit card information may be stored in the concierge-type service
server, which was previously provided by the user, e.g., through a
secure Internet connection. Only a token representing the selected
credit card for use in the current transaction is sent to the
server, and the latter looks up the corresponding credit card
information in its storage based on the received token.
[0131] It should be noted that the above-described inventive
concept is generally applicable to any transaction assisted by an
agent, especially a human, which requires a user to disclose
confidential information to complete the transaction. Such
confidential information, e.g. a Social Security number,
demographic information, etc., may be communicated through a secure
communication connection separate from in an initial connection to
the agent.
Synchronization and Backup
[0132] In accordance with another aspect of the invention, a first
PIM, e.g., a user computer at work, may synchronize its data, e.g.,
contacts and appointment data, with a second PIM(s), e.g., a user
computer at home, through the aforementioned information management
service. The first PIM may be designated a "master" and the second
PIM(s) may be designated "slave(s)" in that changes in the master
are registered in the slave(s) after their synchronization through
the information management service, but not the other way
around.
[0133] In this example, work computer 803 in FIG. 19 incorporating
conventional PIM application 819, e.g., a Microsoft Outlook,
Outlook Express, Goldmine, Symantec Act!, Lotus Organizer and Lotus
Notes application, may be the master PIM in accordance with the
invention. Synchronization engine 815, also installed in computer
803, is used to perform the desirable synchronization function. In
the event that the user wants to use engine 815 to synchronize
with, say, a Palm-type device, one such device may be connected to
computer 803 through external interface 821. In this illustrative
embodiment, engine 815 is designed based on a commercially
available Intellisync Connector SDK kit provided by Puma
Technology, San Jose, Calif. Engine 815 may be downloaded from
server 28 via the Internet and is configured according to PIM
application 819 used. In configuring engine 815, all of the
contacts and appointment folders in database 20 associated with the
user are identified. However, only those contacts and appointments
folders of which the user is either an owner or administrator can
be selected to be synchronized with data sources in PIM application
819, stemming from the requirement that a folder can only be
modified by its owner or administrator, but not its read-only
subscriber. Thus, in this instance, since the user is the owner of
My Contacts folder 609 and My Appointments folder 608, the user is
afforded options to synchronize folder 609 and/or folder 608 with
the corresponding PIM data sources (e.g., PIM contacts list and/or
PIM calendar) specified by the user.
[0134] In this instance, when engine 815 is first downloaded from
server 28, it is a "master" version, which is provided to the user
only once as the user can have only one master PIM, i.e., work
computer 803 in this example. To that end, server 28 records the
master version download event in association with the user's login
(e.g., phone number/username and password) to prevent a second
download of the master version of the synchronization engine.
Barring any manual intervention, server 28 upon subsequent user
request will provide a "slave" version of the synchronization
engine for a second PIM of the user's, presumably a slave PIM.
Master synchronization engine 815 differs from a slave
synchronization engine in that the former allows a bidirectional
synchronization of the data sources in work computer 803 with the
corresponding folders maintained by server 28. On the other hand, a
slave synchronization engine only allows a unidirectional
synchronization, wherein data in the folders is allowed to be
downloaded to a slave PIM to revise those in the corresponding data
sources, but not the other way around. That is, any changes in the
data sources of the slave PIM have no effect on the folders
maintained by server 28. Except for synchronization engine 815, a
user home computer which is a slave PIM in this instance, may have
similar PIM-related software to user work computer 803.
[0135] Information concerning the association of a folder with the
PIM data source to be synchronized with the folder is stored in
configuration file 827. After the initial set-up of engine 815 and
file 827, each time when the user creates a folder or becomes an
administrator of a folder, the user is afforded the option to
associate the folder with the corresponding PIM data source.
[0136] The bidirectional synchronization may be initiated by the
user or automated by synchronization engine 815 to synchronize the
specified folders with the corresponding PIM data sources from time
to time through a communications connection with server 28. For
example, engine 815 may be programmed to perform unattended
synchronizations at specified times, after computer 803 has been
idle for a specified period, or when the user logs on/off computer
803. In addition, engine 815 may be programmed to suspend any
automated synchronization while computer 803 is running on battery
power. Similarly, the unidirectional synchronization in a slave PIM
may be performed under the control of a slave synchronization
engine. Thus, with the above-described arrangement, any revised
data in data sources in the master PIM, given time, will flow to
the corresponding data sources in the slave PIM(s) through server
28, thereby synchronizing the master PIM data sources with those of
slave PIM(s).
[0137] In accordance with another aspect of the invention,
synchronization engine 815 provides for recovery records in case
the user makes a mistake in a synchronization with server 28. The
recovery records may be in an ASCII format, delimited (such as pipe
delimited) and stored in computer 803 in a packed file (e.g.,
pkzip) to efficiently utilize the capacity of memory 812. The
recovery records contain essential fields. For example, as shown in
FIG. 20A, a contacts recovery record in this instance contains
First Name field 2203, Last Name field 2205, Job Title field 2207,
Company field 2209, Business Address field 2211, Business Phone
Number field 2213, Mobile Phone Number field 2215, Home Phone
Number field 2217, E-Mail Address field 2219, and Web Address field
2221. As shown in FIG. 20B, a calendar (or appointments) recovery
record in this instance contains Subject field 2251, Location field
2253, Attendees field 2255, Start Time and Date field 2257, End
Time and Date field 2259, and Note field 2261 which may contain
first 100 characters of a message. Recovery records are generated
each time when a synchronization takes place to record the last
version of the PIM data in their respective fields before the
synchronization.
[0138] The user may specify to synchronization engine 815 how many
days' worth of recovery records are stored. Utility on computer 803
deletes unwanted or expired recovery records. Engine 815 also
provides a "recovery" option, which allows the user to select
desired recovery records from storage. In recovery mode, the user
may select to replace the current calendar and/or contacts list,
add new data or update the differences, or both add and update.
Dynamic Call Routing by Trend
[0139] The inventive routing of an information assistance call to
the user's preferred information/call center is fully described
before. Another inventive routing strategy, barring any user's
preference, is premised upon the statistics of the originations and
content of previous information assistance calls received. For
example, for international information assistance calls originating
from Asia, the entry to the instant service is via a Los Angeles
(LA) information/call center. That is, the LA center initially
receives all of the calls from Asia. The caller of one such call
may ask for directory assistance concerning a Chicago area. In
response, the LA center may search for the Chicago information and
handles the call even though Chicago is not its service area. In an
alternative embodiment, upon learning the content of the call, the
LA center may immediately re-route the call to a Chicago call
center, assuming that the operators there may better help the
caller because of their familiarity with Chicago.
[0140] In accordance with another aspect of the invention, based on
the recent history or trend of the calls originating from the same
area requesting information concerning a second area, such calls
may be automatically re-routed to a different information/call
center normally serving the second area. For example, if p of the
last q calls originating from Taiwan, which were initially received
by the LA center, request information concerning Chicago, the
subsequent calls from Taiwan will automatically be re-routed by the
LA center to the Chicago center whose operators are more
knowledgeable about Chicago, thereby better assisting the caller,
where p and q represent predetermined integers, q>p. In
practice, computer 228 in the LA center keeps track of a running
sum of calls (S) from each region, e.g., Taiwan, requesting
information concerning an area normally not served by the LA
center, e.g., Chicago. Thus, in this example, computer 228
determines whether an incoming call satisfies certain criteria
before the running sum S associated with Taiwan is incremented, as
indicated in step 1803 in FIG. 21, where S is initially set to
zero. The criteria are satisfied when computer 228 determines that
the ANI of the incoming call corresponds to a Taiwan origination,
and (1) that a database concerning the Chicago area has been
invoked and searched via server 226, which is in communication with
computer 228, or (2) that the incoming call has been re-routed from
the LA center to a Chicago center through platform 203, which is
also in communication with computer 228. If it is determined that
such criteria are not satisfied, the subject routine returns to
step 1803. Otherwise, computer 228 at step 1805 increments S by
one. Computer 228 at step 1807 determines whether S=p. If not, the
routine again returns to step 1803. Otherwise, the routine proceeds
to step 1809 where computer 228 determines whether the p calls are
included in the last q calls originating from the same region,
i.e., Taiwan in this instance. If not, the routine proceeds to step
1811 where computer 228 resets S to zero and returns to step 1803
to restart the process. Otherwise, if it is determined that the p
calls are included in the last q calls originating from the same
region, computer 228 causes platform 203 automatically reroute the
subsequent calls from the same region, i.e., Taiwan, to the Chicago
center, as indicated in step 1813. After the automatic rerouting
performed for a predetermined period or number of subsequent calls
from Taiwan, the routine may return to step 1811 to re-assess the
call trend.
Enhanced Telecommunications Service
[0141] In prior art, information assistance including, e.g.,
searching for a desired destination party's telephone number, is
considered a special service. Information assistance service
charges typically are tagged onto telecommunication charges for
utilizing a carrier's network facility to complete the user's call
to the destination party. The information assistance service and
the telecommunication service typically are priced on different
bases. For example, the information assistance service charges
typically are determined on a per call basis whereas the
telecommunication charges are determined based on the connection
time, although the two different charges for an information
assistance call may be consolidated in the same bill to the
user.
[0142] A new "enhanced" telecommunication (telecom) service concept
has been developed, which stems from a recognition of the
multifarious service features affordable by an information
assistance service, which have been developed over time and
include, e.g., the personalized service features, private directory
and calendar service features, and concierge-type service features
described above. The enhanced telecom service is born out of an
anticipation of a user's or a destination party's taking advantage
of the various information assistance service features, even though
the user when initially making a call to the destination party may
have no intent to use any of the service features. In a preferred
embodiment, the provider of the enhanced telecom service has both
information assistance capability and network capacity for
connecting a user to a destination party. For example, an enhanced
telecom service provider may be an improved information assistance
service provider having network capacity (e.g., PSTN, wireless,
and/or private network capacity) at its disposal, e.g., by leasing
capacity and equipment from a carrier. Thus, the enhanced telecom
service provider has end-to-end connectivity, readily providing
information assistance to a user at his/her initiative during a
call. With connectivity costs within its control, the enhanced
telecom service provider may charge for the enhanced telecom
service according to a single fee schedule, notwithstanding the
fact that the user may have utilized both information assistance
and telecom services during the same call, for which in prior art
are charged according to the respective fee schedules. For example,
the provider may charge the enhanced telecom service strictly on a
connection time basis, e.g., 9 cents per minute of the call,
regardless of the number of invocations of information assistance
and connections to different destination parties during the same
call. Another time-based arrangement may be a flat fee for an
initial block of minutes (e.g. $1.00 for the first 15 minutes) of
call time, after which there would be a fixed charge per minute. A
flat fee for each call regardless of the call duration may also be
practical under the present enhanced telecom service model. A
"cafeteria" style plan which may involve separate charges for each
service provided may be practical as well.
[0143] Advantageously, the enhanced telecom service model is
conducive to saving such administrative costs as would otherwise be
incurred in prior art where the information assistance and
telecommunication service charges are determined separately.
Especially where the information assistance service provider and
the carrier are independent in prior art, the administrative needs
of collecting off-line information concerning assistance service
charges due the service provider, associating such charges with the
corresponding telecommunication charges due the carrier, and
combining both charges for billing a user is advantageously
obviated by implementing the present enhanced telecom service
model.
[0144] However, it will be appreciated that even under the present
enhanced telecom service model, a provider may still levy extra
charges on a user for specific service features.
[0145] The enhanced telecom service may be accessed via a
designated telephone number, e.g., 1010-XXX-XXXX, 800-XXX-XXXX
number, etc. Such a designated number may be publicized in many
ways. For instance, the number may be imprinted on a credit card
(especially when services are charged to the credit card), prepaid
calling card, telephone charge card, etc. When a user accesses the
enhanced telecom service via the designated telephone number, in
accordance with another aspect of the invention, the user is
afforded an option to begin the call with an information assistance
service, as indicated at step 1003 in FIG. 22. If the user selects
such an option, the call is routed at step 1006 to an operator to
provide information assistance in a manner described below. (The
term "operator" used herein broadly encompasses entities that are
capable of providing information assistance in a telecommunication
environment, including without limitation human operators, voice
response/recognition capabilities, web-/WAP-enabled operator
services, and other automated and electronic access.) Otherwise, if
the aforementioned option is not selected, the user is prompted at
step 1009 to enter the destination number which the user wants to
call, with the understanding that he/she is able to invoke
information assistance any time during the call. In fact, a
technique for invoking information assistance and services during a
call by a caller or a called party is described, e.g., in
copending, commonly assigned application Ser. No. 10/313,712 filed
on Dec. 6, 2002, which is incorporated herein by reference. For
example, using the disclosed technique, a enhanced telecom service
provider may monitor for a predetermined signal such as a DTMF tone
or SS7 out-of-band signal initiated by either party's depressing a
predetermined key on a telephone. Once one such signal is detected,
an operator is conferenced into the call to provide information
assistance to the party(ies). At step 1012 the user's call is
routed to the destination party through a telecommunication
network, wherein a device, e.g., in platform 203, is used to
monitor on the call connection for the predetermined signal
invoking information assistance, as indicated at step 1015. Thus,
depending on a detection of the predetermined signal, step 1015 may
be followed by step 1006 for providing information assistance
(indicated by a dashed line connection). It should also be pointed
out that step 1006 may be followed by step 1009 (indicated by a
dashed line connection) when, for example, the information
assistance provided at step 1006 includes searching for a desired
destination number, and connecting the user to the desired
destination number.
[0146] In an alternative embodiment, the user may be provided with
two enhanced telecom service access numbers, one of which
corresponds to starting the user's call with an information
assistance service, and the other corresponds to allowing the user
to call the destination number directly, with the ability to invoke
information assistance anytime during the call. In addition,
different access numbers may be provided for different
branding.
[0147] A user when making a call through the enhanced telecom
service may be identified, e.g., by an ANI, by an entry of a user
identification (ID), password, PIN, mother's maiden name, etc., or
by voice recognition, voice print, speaker verification or other
identification techniques. As described before, the user may be
afforded service features specified in a user profile record, e.g.,
identified by the ANI. The user profile record may contain personal
preferences which may be selected by the user during an initial
registration with the enhanced telecom service provider, and which
may be modified subsequently.
[0148] For example, the user may be an employee of a company, which
subscribes to the enhanced telecom service. The user profile record
may specify the information assistance service features selected by
the company, and identify access to the company's corporate
directory and other company-specific services. In addition, if the
user utilizes the company's facility to make an outside call, the
user may be prompted for an entry of a charge number authorized by
the company to fully take advantage of the enhanced telecom
service.
[0149] Billing for the enhanced telecom service may be by credit
card, prepaid calling card, debit card, direct billing to
subscribers, or billing through a third party which may already
have a billing relationship with the subscribers for other
services, e.g., utilities.
[0150] In an illustrative embodiment, the user calls the
aforementioned designated number to access the enhanced telecom
service. The call is routed through a telecommunication network to
an information assistance center and terminated at switching matrix
platform 203 in information/call center 200. Referring to FIGS. 2A
and 22, once a call is received, host computer 228, in cooperation
with voice server 230, carries out step 1003. If the caller opts to
begin the call with information assistance, the call is routed to,
or queued for, an operator. Otherwise, host computer 228 causes
voice server 230 to prompt the caller to enter a destination
number. In response to an entry of the destination number, platform
203 routes the call through an outgoing T1 span 214 to a
destination party at the destination number. After the connection
is made, either the caller or the destination party may invoke an
information assistance service, and the operator would join the
call through platform 203 as a conferenced party in a 3-way
conference call. Either party could then request the operator to
render information assistance, e.g., directory assistance, a
concierge-type service described above, etc. Invocation of an
information assistance service may be realized by either party's
pressing a key (such as "0," "#," or "*") or voicing a command
(e.g., uttering "operator") while a digital signal processing
device in platform 203 is programmed to monitor the call connection
for the resulting DTMF tone or voice command (i.e., a predetermined
signal).
[0151] It should be noted at this point that after the operator
joins the call, the caller may exercise different options by voice
commands or by pressing predetermined keys on his/her telephone
(DTMF tones), respectively. For example, a first option may be
allowing the caller to control the destination party's ability to
hear any conversation between the caller and the operator. A second
option may be allowing the caller to disconnect the destination
party from the call so that the caller can have an exclusive
conversation with the operator.
User Identity Pre-Validation
[0152] When a user calls the instant service provider to subscribe,
e.g., to the enhanced telecom service, he/she may provide his/her
name, address, telephone number (e.g., ANI) and credit card
information for registration purposes, and authorize the subsequent
calls to be charged to the credit card identified. In accordance
with an aspect of the invention, the instant service provider,
having access to a telephone directory database(s), pre-validates
the credit card user by conducting a search of the directory
database through server 226 based on the user information.
Specifically, the service provider in this instance verifies
whether the user's name, address and telephone number provided by
the user correspond according to the directory database, as
indicated at step 2003 in FIG. 23. In other words, the directory
database is searched to verify whether the user in question is
actually listed as having the telephone number and/or the address
currently claimed by the user. If the user information is verified,
the user's credit card is pre-validated, and the subject process
may proceed to step 2005 where a conventional credit card
validation may be conducted. It should be noted that a conventional
credit card validation each time incurs a fee, e.g., 22 cents, to
the instant service provider, regardless of whether the credit card
is validated. The pre-validation process of FIG. 23 improves the
success rate of conventional validation of a credit card, thereby
saving unnecessary credit card validation costs.
[0153] If the user information cannot be verified at step 2003, the
subject process proceeds to step 2007 where an operator may ask the
user to explain the discrepancy, especially when the user
information is similar to that in the directory database. At step
2009, the operator determines whether the user's explanation is
satisfactory. If not, the user may be denied the service
subscription, as indicated at step 2013. Otherwise, if the user's
explanation is satisfactory, at step 2016 the operator may, with
the user's approval, correct the user's listing in the directory
database to adopt the information supplied by the user, thereby
updating the directory database. The subject process then return to
step 2005 described before.
[0154] It should be noted that the above-described pre-validation
process not only is applicable to credit cards, but also debit
cards, prepaid cards, and other financially or legally related
instruments or transactions. In addition, for a modest fee other
entities may be allowed to access the directory database maintained
by the instant service provider to take advantage of the
pre-validation process.
[0155] The foregoing merely illustrates the principles of the
invention. It will thus be appreciated that those skilled in the
art will be able to devise numerous other arrangements which embody
the principles of the invention and are thus within its spirit and
scope.
[0156] For example, the invention equally applies regardless of
whether feature group D (FGD) type signaling, SS7 out-of-band
signaling or other signaling is used for communications between
carrier switches and switching matrix platform 203 of FIG. 2A.
[0157] In addition, information/call center 200 may be configured
differently from the above-described configuration. FIG. 24
illustrates an alternative information/call center configuration.
As shown in FIG. 24, the alternative system has call interface 1405
in information assistance service provider, which is no longer
connected to servicing platform 210. The functionality of platform
210 principally is carried out in carrier network 1410 in the
alternative system. In fact, control device 1413 in network 1410
performs similar functions to host computer 228, and carrier switch
1415 performs not only its conventional carrier switching
functions, but also those of switching matrix platform 203
described before, under control of device 1413. In this alternative
system, an information assistance call is recognized by control
device 1413 when it is routed through carrier switch 1415. Device
1413 causes the information assistance call to be connected through
one of pre-designated direct inward dial (DID) connections 1421 to
provider 1403, which is received by call interface 1405 therein.
Interface 1405, connected to operator telephones 218, includes the
aforementioned ACD logic for distributing the call to an operator
at one of telephones 218 in a conventional manner. In the event
that the information assistance call needs to be connected to a
desired destination number, the operator causes the destination
number and a "call completion" command to be transmitted to control
device 1413 via Internet connection 1423. In response, control
device 1413 instructs switch 1415 to connect the instant
information assistance call to the received destination number. As
per the instructions, switch 1415 completes the call to the
destination number.
[0158] Finally, information/call center 200 is disclosed herein in
a form in which various functions are performed by discrete
functional blocks. However, any one or more of these functions
could equally well be embodied in an arrangement in which the
functions of any one or more of those blocks or indeed, all of the
functions thereof, are realized, for example, by one or more
appropriately programmed processors.
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