U.S. patent application number 13/461969 was filed with the patent office on 2013-05-09 for technique for effectively collecting and analyzing data in providing information assistance services.
The applicant listed for this patent is Nicholas J. Elsey, Karen L. Johnson, Timothy A. Timmins. Invention is credited to Nicholas J. Elsey, Karen L. Johnson, Timothy A. Timmins.
Application Number | 20130117311 13/461969 |
Document ID | / |
Family ID | 21974737 |
Filed Date | 2013-05-09 |
United States Patent
Application |
20130117311 |
Kind Code |
A1 |
Elsey; Nicholas J. ; et
al. |
May 9, 2013 |
TECHNIQUE FOR EFFECTIVELY COLLECTING AND ANALYZING DATA IN
PROVIDING INFORMATION ASSISTANCE SERVICES
Abstract
A system for providing an information assistance service
includes a communication interface for receiving a request for
information. A search facility conducts a search using a first
search criterion in response to the request, a second search
criterion being provided in lieu of the first search criterion in
conducting the search based on a correlation between the first
search criterion and the second search criterion. The correlation
is a function of the number of searches prior to the search where
use of the first search criterion is followed by use of the second
search criterion. The use of the second search criterion, but not
the first search criterion, produces the desired results.
Inventors: |
Elsey; Nicholas J.; (West
Linn, OR) ; Johnson; Karen L.; (Portland, OR)
; Timmins; Timothy A.; (Tigard, OR) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Elsey; Nicholas J.
Johnson; Karen L.
Timmins; Timothy A. |
West Linn
Portland
Tigard |
OR
OR
OR |
US
US
US |
|
|
Family ID: |
21974737 |
Appl. No.: |
13/461969 |
Filed: |
May 2, 2012 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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10899188 |
Jul 26, 2004 |
8195684 |
|
|
13461969 |
|
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|
10051998 |
Jan 17, 2002 |
|
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10899188 |
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Current U.S.
Class: |
707/780 |
Current CPC
Class: |
G06F 16/955 20190101;
H04M 2203/556 20130101; G06F 16/90344 20190101; G06Q 30/02
20130101; H04M 3/51 20130101 |
Class at
Publication: |
707/780 |
International
Class: |
G06F 17/30 20060101
G06F017/30 |
Claims
1. A system for providing an information assistance service
comprising: a communication interface for receiving a request for
information; and a search facility for conducting a search using a
first search criterion in response to the request, a second search
criterion being provided in lieu of the first search criterion in
conducting the search based on a correlation between the first
search criterion and the second search criterion, the correlation
being a function of the number of searches prior to the search
where use of the first search criterion is followed by use of the
second search criterion, and where use of the second search
criterion, but not the first search criterion, produces desired
results.
2. The system of claim 1, wherein the request is communicated in a
communication call.
3. The system of claim 2, wherein the communication call is
initiated from a mobile device.
Description
RELATED APPLICATION
[0001] This application is a continuation application of U.S.
patent application No. 10/899,188, filed on Jul. 26, 2004, which in
turn is a divisional application of U.S. patent application No.
10/051,998, filed on Jan. 17, 2002, the entirety of which are
incorporated by reference.
FIELD OF THE INVENTION
[0002] The invention relates to a communications technique, and
more particularly to a technique for collecting data in providing
information assistance services, and analyzing the collected data
to improve such services.
BACKGROUND OF THE INVENTION
[0003] It is a common experience to call a telephone operator for
information assistance. In a typical information assistance call, a
user identifies to the operator the name and address (or sometimes
city or area code) of a party whose telephone number is desired. In
response, the operator locates the desired destination number
using, e.g., a computer database. The destination number may be
provided to the customer, e.g., by automated voice, and the
customer is afforded an option to be connected to the destination
number without the need of first terminating the information
assistance call.
[0004] Enhanced services may be provided to a user in an
information assistance call. For example, upon request, an operator
may also search certain databases to obtain for the user
information concerning restaurants, movie listings, directions to
given places, etc. These traditional databases typically provide
such information as the titles of the movies being played, the
names of the theaters playing a given movie, and the telephone
number of a given theater, etc.
SUMMARY OF THE INVENTION
[0005] Although the traditional databases used in the
aforementioned enhanced services provide useful information, they
contain no annotative information which may be time sensitive. As a
result, relying on such databases, an operator providing
information assistance services is most likely unprepared to
respond to such inquiries as "What movies seem to be popular
tonight;" "What restaurants do New Yorkers frequent these days;"
etc.
[0006] The invention overcomes the prior art limitations by
generating dynamic information in processing information assistance
calls to improve and/or supplement the traditional databases. Such
dynamic information may result from analyzing the data associated
with processing of the calls in accordance with the invention. For
example, the dynamic information may include statistics as to the
relative frequencies of accessing information concerning particular
movies, which are indicative of the popularity of such movies. In
addition, the statistics may be generated as a function of time,
e.g., the time range within which the movie searches are conducted,
and/or the geographic area, e.g., the area in which the inquired
movie theaters are located. Such statistics may be frequently
updated to provide timely information for responses to the above
inquiries.
[0007] Thus, in accordance with the invention, after information
assistance calls are received, a database is searched for the
requested information. Data is generated in processing the calls,
and information is derived from such data which may include, e.g.,
lists of popular movies and restaurants, and is used for responding
to callers' inquiries in subsequent calls.
[0008] In accordance with an aspect of the invention, data is
generated when assisted communication connections are established
for a user through the service. Information is derived from the
data, which concerns at least one of the connections, e.g., the
last X connections or the Y most popular connections made by the
user. Such information is provided to the user at a predetermined
data location, e.g., a predetermined uniform resource locator (URL)
on the Internet, which is accessible by the user.
[0009] In accordance with another aspect of the invention, data is
generated from processing communication calls which involve a call
activity, e.g., a database search. Information is derived from such
data, which is used to evaluate the performance of the call
activity, e.g., the average time that it takes an operator to
complete a database search.
[0010] In accordance with yet another aspect of the invention, when
a search is conducted using a first search criterion in response to
an information assistance request, a second search criterion may
replace the first search criterion in conducting the search
pursuant to "fuzzy" logic. The fuzzy logic is developed based on a
correlation between the first search criterion and the second
search criterion, which is a function of the number of searches
prior to the current search where use of the first search criterion
is followed by use of the second search criterion, and where use of
the second search criterion, but not the first search criterion,
produces desired results.
BRIEF DESCRIPTION OF THE DRAWING
[0011] 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:
[0012] FIG. 1 illustrates a communications system including
information/call centers in accordance with the invention;
[0013] FIGS. 2A and 2B are block diagrams of components of the
communications system of FIG. 1;
[0014] FIG. 3 illustrates a record of an event occurrence generated
in an information/call center;
[0015] FIG. 4 is a block diagram of an information gateway for
analyzing data in event records;
[0016] FIG. 5 is a flow chart depicting a routine for processing
event record data;
[0017] FIG. 6 is a flow chart depicting a routine for generating a
popular movie list;
[0018] FIG. 7 is a flow chart depicting a routine for evaluating
the performance of operators in an information/call center;
[0019] FIG. 8 illustrates a Login graphical user interface (GUI)
for providing a personalized information assistance service;
[0020] FIG. 9 illustrates a Home GUI;
[0021] FIG. 10 illustrates an Edit GUI:
[0022] FIG. 11 is a flow chart depicting a routine for generating
statistics concerning user communications; and
[0023] FIG. 12 is a flow chart depicting a routine for developing
fuzzy logic to relate search terms.
DETAILED DESCRIPTION
[0024] The invention is directed to providing information
assistance services in an information/call center environment. The
traditional databases used in information assistance services
provide such useful information as the name, address and/or
telephone number of a desired party. However, they are deficient in
that they contain no annotative information, which may be time
sensitive. As a result, relying on such databases, an operator
providing information assistance services is most likely unprepared
to respond to such inquiries as "What movies seem to be popular
tonight;" "What restaurants do New Yorkers frequent these days;"
etc. It should be noted that the term "operator" used herein
broadly encompasses entities that are capable of providing
information assistance in a communication environment, including
without limitation human operators, voice response/recognition
capabilities, web- or WAP-enabled operator services, and other
electronic access.
[0025] The invention overcomes the prior art limitations by
generating dynamic information in processing information assistance
calls to improve and/or supplement the traditional databases. Such
dynamic information may result from analyzing the data associated
with the call processing in accordance with the invention. For
example, the dynamic information may include statistics as to the
relative frequencies of accessing information concerning particular
movies or other enhanced information, which are indicative of the
popularity of such movies. In addition, the statistics may be
generated as a function of time, e.g., the time range within which
the movie searches are conducted, and/or the geographic area, e.g.,
the area in which the inquired movie theaters are located. Such
statistics may be frequently updated to provide timely information
for responding to such inquiries as "What movies seem to be popular
tonight."
[0026] In addition, the invention not only applies to public
information assistance services, which are provided to the general
public, but also to personalized information assistance services
described below, which are available to their subscribers.
[0027] FIG. 1 illustrates a system for providing both the
personalized and public information assistance services in
accordance with the invention. As shown in FIG. 1, the subject
system includes wide area network (WAN) 30 covering an extensive
area. WAN 30 can 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.
[0028] Each of information/call centers 21 through 27 covers one or
more regional coverage areas. Referring to FIGS. 2A. and 2B,
information/call center 100 (which genetically represents one of
aforementioned information/call centers 21 through 27) is attended
by operators, which includes switching matrix platform 114
connected to one or more external T1 voice connections 112.
Switching matrix platform 114 is also connected via T1
communication links 132 to channel bank 116 for coupling to
operator telephones 118.
[0029] Each operator is equipped with a terminal 120 that includes
a monitor, mouse and keyboard with associated dialing pad. The
operator terminals are coupled over data network 124 to database
facility 126, allowing an operator to access data in database
facility 126 through operator terminals 120. Database facility 126
contains, among others, public directory information.
[0030] Data network 124 further connects to information gateway
321, voice response unit (VRU) 130, and switching matrix host
computer 128 (also known as a PBX host), which in turn is connected
to switching matrix platform 114 by data link 122. Data network 124
includes, but is not limited to, local area network (LAN) 127, best
seen in FIG. 2B. LAN 127 may connect to other similar remote LANs
129 to form WAN 30 in FIG. 1. LANs 127 and 129 are connected to one
another and to Internet 121 via routers 125.
[0031] A user's telephone, computer, PDA or other telecommunication
device 144 communicates via communications network 146 which is
connected to carrier network node 142 and carrier switching center
140. T1 voice connections 112, or voice links, provide connection
between the information/call center's switching matrix platform 114
and the carrier's switching center 140, through which incoming
information assistance calls are received. T1 voice connections 112
further provide connection to the carrier network over which
outgoing calls are placed (which network may be different than that
used for incoming calls). Similarly, T1 data connections 113, or
data links, provide a signaling connection between the
information/call center's node (not shown) and carrier network node
142, through which incoming and outgoing signaling messages are
transported. The information/call center node is contained within
switching matrix platform 114, 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.
[0032] The operation of switching matrix platform 114 is governed
by computer-readable instructions stored and executed on switch
matrix host computer 128. VRU 130 is connected via data network 124
to host computer 128 (to which it acts as a slave processor) and
via one or more T1 spans to switching matrix platform 114. Each VRU
130 when more than one is employed in information/call center 100,
connects to switching matrix platform 114 via a separate link. VRU
130 is employed to play the constantly repeated parts of an
operator's speech, namely, the various greetings and signoffs (or
closings), and the caller's desired telephone number where
requested. At appropriate stages in a call progression, switch
matrix host computer 128 initiates a voice path connection between
VRU 130 and switching matrix platform 114 such that the user, or
the user and the operator, are able to hear whatever pre-recorded
speech is played on that connection by VRU 130. Computer 128 then
instructs VRU 130, via data network 124, what type of message to
play, and passes data parameters that enable VRU 130 to locate the
message appropriate to the call state. VRU 130 may also contain a
voice recognition system for receiving verbal input from a party
connected to the VRU.
[0033] Database facility 126 enables the operator to provide
additional assistance including searching by type of goods/services
and/or geographic region, thereby providing a caller with
information on restaurants, movie-listings, directions to various
places, etc.
[0034] Users of a particular telephone carrier or company may dial,
speak or otherwise communicate the access digits, access codes or
retail numbers, or input an 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 100 (via a T1 channel),
where it appears as an incoming call.
[0035] 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 are utilized, such as skills-based
routing or a priority scheme for preferred callers. The queue is
maintained by switching matrix host computer 128.
[0036] During an information assistance call, multiple events may
occur which include, e.g., a destination number connection event,
restaurant search event, movie inquiry event, directions inquiry
event, etc. In this illustrative embodiment, a record is created to
account for each event. For example, when a user calls for
information assistance, and an operator is unavailable, the call is
placed in queue by platform 114. At the same time, host computer
128 generates a first event record concerning the queuing event.
When the call is ultimately connected to the operator by platform
114, host computer 128 then generates a second event record
concerning the operator connection event. If the user asks the
operator to search for a movie theater playing a given movie in a
particular area, the operator utilizes database facility 126 to
locate one such theater. Database facility 126 then generates a
third event record concerning the movie search event, and a fourth
event record concerning the search results including information
about the located theater. Further, if the user asks to be
connected to the destination number of the located theater, the
operator initiates a call to the destination number through
database facility 126, which then generates a fifth event record
concerning the call initiation. Accordingly, platform 114 connects
the current information assistance call to the destination number,
and host computer 128 generates a sixth event record concerning the
connection. If the connection results in ringing with no answer,
VRU 130 presents to the user menu options for selection, and
generates a seventh event record concerning the menu presentation.
If for any reason the user utilizes a StarBack..RTM., service to be
re-connected to an operator, platform 114 generates an eighth event
record concerning the StarBack..RTM.. event. As one can appreciate
that as the information assistance call goes on, more and more
events may occur and thus event records are generated during the
call.
[0037] As discussed below, the generated event records are
transmitted to information gateway 321 for further processing. In
that regard, information gateway 321 acts as a server in relation
to such clients as host computer 128, database facility 126 and VRU
130. FIG. 3 illustrates one such event record (denoted 200) which
is generated by a client, e.g., database facility 126, during an
information assistance call. As shown in FIG. 3, event record 200
includes multiple fields describing a search result event.
Specifically, EVENT_MONITOR_ID field 203 contains a sequence of
alphanumeric characters uniquely identifying event record 200.
SUBSCRIBER_MDN field 207 identifies the telephone number of the
user who made the information assistance call. IN_SPAN field 209
identifies the T1 span transporting the incoming communication of
the information assistance call. In this illustrative embodiment,
each event is identified by an event type within an event class.
EVENT_CLASS_ID field 211 specifies one of the event classes to
which the instant event belongs. For example, the value "30" in
field 211 in this instance corresponds to a SEARCHES class. Other
values for field 211 may correspond, e.g., to CALL PROCESSING,
VALUE ADDED SERVICE and LOCAL SERVICES classes. EVENT_TYPE_ID field
247 specifies one of the event types within the class identified by
the value in field 211. For example, the value "15" in field 247 in
this instance corresponds to a movie search result event within the
SEARCHES class. Similarly, other values for field 247 correspond to
different types of event in an identified class.
[0038] CDR_CALL_SEQ_NMBR field 213 contains a sequence number
identifying the information assistance call in question. It should
be pointed out that event records concerning different events
occurring in the same call share the same value in field 213. To
that end, when the information assistance call is initially
received by switching matrix platform 114, host computer 128
assigns a sequence number identifying the call. It then generates
and transmits a network message to every other client connected to
network 124, informing the client of use of the same sequence
number to identify the current call.
[0039] It should be noted at this point that with the above
server-client arrangement, the clients can be flexibly connected
locally or remotely to contribute data or services in handling the
current call or subscriber session. Further, knowing the call
sequence number identifying the current call/session, each client
generates events as it provides the data/services, without the need
to be aware of prior actions by another client. The events are
correlated after the fact to provide a complete activity record for
the call/session whose data can be incorporated in a database.
Thus, the advantage here is that clients can be added to the
system, new events generated or existing events modified without
the need to alter any other client in the system or the
database.
[0040] Name field 217 contains a particular movie title, e.g., STAR
WARS, for which the movie search was conducted. IN_CHANNEL, field
221 identifies the channel (within the T1 span identified by field
209 previously described) which the incoming communication of the
information assistance call traverses. OUT_CHANNEL field 225
identifies the channel (within the T1 span identified by field 249
described below) which the outgoing communication of the
information assistance call traverses. ESTABLISHMENT_NAME field 229
contains the name of the movie theater, e.g., XYZ Multiplex Cinema,
resulting from the movie search. ADDRESS field 231 contains the
address of the movie theater. CITY field 233 contains the name of
the city, e.g., New York, which the movie theater is in. STATE
field 235 contains the name of the state which the movie theater is
in. CARRIER_ID field 237 identifies the carrier used to connect the
call. For example, the value "79" in field 237 identifies AT&T
Corp. as the carrier in this instance. DATA_SOURCE_ID field 239
identifies the client which generates record 200. EVENT_START_TIME
field 241 indicates the start time of the event in question. It
should be noted that the value in field 241 corresponds to a UNIX
"epoch" time, i.e., the number of seconds elapsed from Jan. 1,
1970. Similarly, EVENT_END_TIME field 245 indicates the end time of
the event in question. Thus, with such event start and end times,
the duration of the event in question can be determined.
OPERATOR_LOGIN_ID field 243 identifies the operator handling the
event. Field 247 is described previously. OUT_SPAN field 249
identifies the T1 span transporting the outgoing communication of
the information assistance call.
[0041] In this instance, each event record is further formatted by
the client generating the record in packet form by adding a header
to the record. Such a header includes the destination address of
gateway 321 to which the packet is routed, and a destination type
indicating what database in data server 40 in FIGS. 1 and 4 to
which the event record pertains. For example, the instant
destination type may indicate a movie database in server 40.
[0042] In a conventional manner, data network 124 routes event
record packets to gateway 321 based on the gateway destination
address therein. After receiving the event record packets, gateway
321 determines the destination type in the header of each received
packet. In this example, the destination type indicates that the
event record content of the packet pertains to a movie database in
server 40, which is denoted 315 in memory 313. As such, gateway 321
in turn forwards the event record to server 40 through WAN 30. In
accordance with an aspect of the invention, server 40 generates
statistics of popular movies for selected periods and/or geographic
areas, e.g., a list of popular movies within the last 12 hours in
New York.
[0043] We have recognized a positive correlation between the
popularity of a particular movie and the number of information
assistance inquiries about the movie. That is, the higher the
number of searches by an operator concerning a particular movie is
in response to information assistance inquiries, the more popular
the movie.
[0044] After receiving from gateway 321 the event record, say,
event record 200, through interface 307, processor 311 in server 40
inspects the received record. Specifically, processor 311 checks
fields 211 and 247 of the received record for the appropriate event
class ID and event type ID, respectively, to verify the nature of
the event, e.g., a movie search result event. Understanding that
the received event record concerns movie search results, processor
311 stores the event record in particular movie data storage in
database 315 for later analysis.
[0045] In this illustrative embodiment, database 315 also includes
tables concerning different movie statistics. One such table may
concern popular movies in the last 12 hours nationwide; another
table may concern popular movies in the last week nationwide; yet
another table may concern popular movies in the last 12 hours in a
particular geographic area, etc. Each table contains movie records
associated with different movies, respectively. For example, in a
table, say, table A, which concerns popular movies in the last 12
hours nationwide, each movie record contains a count of search
result events created for the associated movie over the last 12
hours. To that end, processor 311 from time to time updates table
A. During each update, processor 311 selects from the movie data
storage those movie search result event records having the event
start time in field 241 within the last 12 hours, as indicated at
step 503 in FIG. 5. Processor 311 at step 506 obtains from NAME
field 217 of each selected event record a movie title. Processor
311 at step 509 determines whether in table A a movie record has
been created for the movie title just obtained. If it is determined
that such a movie record has been created, processor 311 at step
512 increases the count in the movie record by one. Otherwise, if
it is determined that the movie record has not been created in
table A, processor 311 at step 515 creates a record containing the
movie title, and sets the count in the record to one.
[0046] To generate a list of popular movies within last 12 hours
nationwide, processor 311 sorts the movie records in table A by
their respective counts, from the highest to the lowest, as
indicated at step 603 in FIG. 6. Processor 311 at step 606 assigns
a score of 100 to the most oft-searched movie associated with the
leading record having the maximum count. At step 609 processor 311
assigns a score of 0-100 to each other movie, in proportion to its
count in the associated record relative to the maximum count. The
movie titles in the sorted movie records and the respective scores
constitute the popular movie list in question.
[0047] Other popular movie lists are similarly generated, with
modification to step 503 in FIG. 5. For instance, in generating a
popular movie list for a different period, e.g., the last week, the
event records selected at step 503 should satisfy such a period
requirement. Furthermore, in generating a popular movie list for a
given period and geographic area, the event records selected at
step 503 should satisfy such period and geographic area
requirements. The geographic area information associated with an
event may be derived from CITY field 233 and STATE field 235 in the
event record.
[0048] Each popular movie list, thus generated, is distributed by
server 40 to gateway 321 (and the gateways of other
information/call centers), which incorporates the ranking and score
information from the list into the movie listing records in
database facility 126 as separate fields, e.g., 12-hour national
rank field, 12-hour national score field, etc. This being so, when
an operator accesses facility 126 to conduct a search for a
particular movie, the search results would include the movie's
rank(s) and score(s) as field elements, along with such other field
elements as the theater's name, address, etc. In addition, when an
operator queries facility 126 for popular movies with certain
criteria, the returned movie listings satisfying the criteria are
sorted by rank. For example, to respond to the above inquiry "what
movies seem to be popular tonight," an operator may query facility
126 for popular movies within the last 12 hours nationwide. The
operator can then communicate to the user the movie titles, theater
information, etc. from the returned movie listings which are
presented in the order of their rank.
[0049] Similarly, based on the search result event records
resulting from searches for an entity, e.g., a restaurant,
nightclub, store, museum, plumbing service, travel service, etc.,
processor 311 generates the corresponding popular entity list for a
given period and/or geographic area. It should be noted that where
the length of the period used is relatively short, e.g., a month,
the popular entity may only be topically popular. On the other
hand, where the length of the period is relatively long, e.g., a
year, the popular entity would be consistently popular. In
addition, where the period coincides with a season, the popularity
of an entity can be determined on a seasonal basis.
[0050] Server 40 maintains databases for selected types of entity,
e.g., movie database 315 described above, restaurant database 317,
nightclub database 319, etc. in memory 313. For instance, in
generating a popular restaurant list with certain criteria,
processor 311 selects those restaurant search event result records
satisfying such criteria from storage in database 317. Processor
311 then processes the selected records in a similar manner to
steps 506, 509, 512 and 515 in FIG. 5 (except in the context of
restaurant names--as opposed to movie titles--derived from the
ESTABLISHMENT_NAME field), resulting in the corresponding
restaurant records containing their respective counts of search
events created for the associated restaurants. To generate the
popular restaurant list, processor 311 performs a process similar
to that of FIG. 6, resulting in the ranked restaurant records
containing the respective restaurant names and scores, which
constitute the popular restaurant list in question.
[0051] It should be noted that different dimensions may be added to
the popular restaurant list. For example, lists of popular
restaurants specialized in particular cuisines may be generated
based on the data in restaurant database 317 and another database
associating restaurants with their cuisine specialties.
[0052] In addition, based on city and state information in fields
231 and 235 of the restaurant search result event records, a
regional favorite restaurant list may be generated. For example, to
generate a New York favorite restaurant list, processor 311 screens
the restaurant search result event records for those records having
(CITY, STATE)=(New York, N.Y.). The selected records are then
processed in a similar manner to creating the popular restaurant
list described above. With the appropriate New York popular
restaurant information incorporated in database facility 126, an
operator can readily respond to such inquiries as "What restaurants
do New Yorkers frequent these days."
[0053] It should be noted at this juncture that processor 311 can
be programmed to perform numerous analyses, limited only by the
types of information received in the event records. For example,
with information provided by EVENT_CLASS_ID field 211 and
EVENT_TYPE_ID field 247 in the received event records indicating a
particular call activity, processor 311 may be programmed to
generate statistics concerning the number of information assistance
calls handled over a predetermined period which involve the
particular call activity. One such call activity may include a
search for listings in a particular category, e.g., a search for
listings in the restaurant category, movie category, plumbing
category, etc. In that case, by applying the processes similar to
those of FIGS. 5 and 6 to the appropriate event records, processor
311 generates a popular search category list.
[0054] In another embodiment, a directions client (not shown) is
connected to data network 124, which provides travel directions,
e.g., turn-by-turn directions, in response to a directions request
containing an origination, a desired destination and/or other
information. In some cases, the origination information may be
provided directly from the user's communication device. In any
event, the directions client generates a directions event record
containing, among others, the origination and destination
information each time when a request for travel directions from the
origination to the destination is fulfilled. Based on such
directions event records, processor 311 similarly generates a
popular origination-destination list which may benefit travelers
and, in particular, tourists. Having access to such popular
origination-destination information, the operator may readily
suggest to a user popular destinations given an origination by the
user.
[0055] In yet another embodiment, a search event record contains
data identifying one of the databases which was searched. In that
embodiment, processor 311 is programmed to generate a popular
database list. By applying the processes similar to those of FIGS.
5 and 6 to the records of search events within a predetermined
period in which identifiable databases were searched, processor 311
generates a popular database list.
[0056] In still yet another embodiment, processor 311 is programmed
to generate statistics which help maintain service quality control
of information/call center 100. For example, to determine the
efficiency of the operators at center 100 in providing a particular
service, e.g., a restaurant search, processor 311 at step 703 in
FIG. 7 screens the received event records for those concerning a
restaurant search. Processor 311 at step 706 groups the selected
restaurant search records according to the operators at center 100,
who performed the searches and are identified by the value in
OPERATOR_LOGIN_ID field 243 in the records. For each operator,
processor 311 at step 709 determines, based on the event start time
and end time information in the records associated with the
operator, the average time that it takes the operator to complete a
restaurant search over a predetermined number of searches.
Processor 311 at step 712 ranks the operators according to their
average search time, with the operator having the shortest average
time ranked first. Based on such ranking, incentives may be
afforded to the relatively efficient operators while additional
training may be required of the relatively inefficient
operators.
[0057] In another embodiment, the average times required by the
operators in information/call center 100 performing different
services are determined (e.g., from step 709 where the service is a
restaurant search) and analyzed. Based on such an analysis,
information/call center management can effectively adjust the
required staffing levels and operator skills. For example, the
analysis may show a trend that the percentage of operator call
processing time for restaurant searches grows from 5% to 10% on
Fridays. In that case, the management accordingly increases the
number of operators on duty who are proficient in restaurant
searches each Friday.
[0058] Referring back to FIG. 1, one or more information hubs 10
for providing a personalized information assistance service to
subscribers 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, e.g., subscribers'
contacts information (also known as "private directories"), is
stored and maintained. Such information may also be stored locally
at one or more of the information/call centers.
[0059] It should be noted at this juncture that although the
ensuing discussion illustratively focuses on subscribers' contacts
information, which is organized in contacts folders, it similarly
applies to other subscribers' information, e.g., appointments,
to-do lists, notes, email, events, products and other information
which may be tailored to the needs of an individual, or a group,
e.g., a corporation, an organization, or a collection of people
having a common interest. Thus, in this illustrative embodiment,
the contacts folders contain contacts information pertaining to an
individual or a group. For instance, an individual may want to
create multiple contacts folders for different purposes. Such
contacts folders may include a personal contacts folder containing
personal contacts information, a business contacts folder
containing business contacts information, and a softball group
contacts folder containing contacts information which pertains to
the softball league to which the individual belongs.
[0060] A group, e.g., a company, may take advantage of the
personalized information assistance service by keeping contacts
information of all of its employees in a contacts folder. Different
levels of access may be set up for different employees.
[0061] With the personalized information service, a contacts folder
may be created and maintained (1) directly through the Internet or
other network or communications means, (2) indirectly through an
operator, 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. In case
(3), by running a synchronization engine, the user may update any
contacts data which has been changed (added, edited or deleted) in
a PIM data source in the corresponding contacts folder, and vice
versa.
[0062] In case (2), the user accesses a contacts 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 is 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.
[0063] Without loss of generality, the user in this instance wants
to access a contacts folder through an operator. To that end, the
user uses telecommunication device 144, e.g., a wireless telephone,
to call an operator at a designated access number. Let's say the
call is routed to information/call center 100 where an operator
attends to the call. After the user communicates to the operator
his/her needs, the operator at terminal 120 accesses personalized
information server 28 through WAN 30 (or alternatively Internet
121). In response, server 28 presents on terminal 120 a Login
graphical user interface (GUI) which is opened by a browser running
on terminal 120. FIG. 8 illustrates such a Login 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 service. It will
be appreciated that other user information, e.g., a personal
identification number (PIN), his/her mother's maiden name, etc. may
be used for verification purposes as well.
[0064] It should be noted at this point that the user
identification and password are established beforehand through a
registration process. For example, to join the personalized
information service, the user can call an operator at the
designated access number. As part of the registration, the operator
enters at a user data web page on server 28 the user information
including username, password, etc. The user data web page in this
instance is identified by a telephone number of the particular
telecommunication device, e.g., wireless phone, which the user
would normally use to call the service. It is particularly
advantageous to use such a telephone number (also known as a mobile
directory number (MDN) in the case of a wireless phone number) to
identify the user data web page since the calling number would be
automatically captured at information/call center 100 when the user
calls. Specifically, platform 114 in center 100 in a well known
manner derives, from the call set-up signals associated with the
user's call, the user's phone number from which the call
originates, also known as the automatic number identification
(ANI).
[0065] Thus, referring to FIG. 8, the ANI of the user is
automatically provided in entry 801 by platform 114, thereby
obviating the need of the operator's eliciting from the user, and
entering, the required phone number or username. (In the event that
such an ANI is not automatically available or where the user is
accessing the subject service from an unknown point, the user may
supply via voice or other input, with or without prompting, the
necessary identifying information.) At entry 804, the operator
enters the password provided by the user to complete the login
process. The login information is then transmitted to server 28,
where it checks the aforementioned user data web page to verify the
received ANI and password. After they are verified, server 28
identifies from the user data web page all of the folders including
appointments folders associated with the received ANI, and any
user's access rights thereto. Server 28 then presents to terminal
120 a Home GUI, listing all such folders. FIG. 9 illustrates the
Home GUI, which lists, among others, contacts folders 907 and 909
designated "Company Contacts" and "My Contacts," respectively. The
operator can then access the desired contacts folder, and manage
the contacts data in the desired folder for the user, subject to
the user's access rights. The operator may also direct the call to
interactive voice response (IVR) unit 29 connected to server 28 in
FIG. 1 to allow the user to hear selected contacts information.
[0066] By way of example, instructed by the user, the operator in
this instance selects option 915 to edit/view contacts information
in folder 909. In response, server 28 presents on terminal 120 an
Edit GUI, listing the contacts information in folder 909. This GUI
is illustrated in FIG. 10, where for each contact, e.g., Bob,
his/her name, home phone number, business phone number and mobile
phone number, if any, are displayed, 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 is provided for
selection to present the additional information on a separate
display. In addition, for each contact an Edit option is provided
to edit the contact information.
[0067] Continuing the above example, the user in this instance
requests the operator to connect him/her to Bob at home. To that
end, the operator at terminal 120 selects Bob's home telephone
number 1005, and signals switching matrix platform 114 through
computer 128 to connect the user's call to the selected number
1005. Computer 128 receives from the browser on terminal 120 not
only telephone number 1005, but also information concerning the
listed name (e.g., Bob) and communication method (e.g., home
telephone communication) associated with telephone number 1005.
Computer 128 causes platform 114 to establish an outgoing
connection with the communications device associated with telephone
number 1005, and bridge the user's already established incoming
connection to the outgoing connection, thereby connecting the user
to telephone number 1005. Computer 128 then generates a record of
the assisted call connection event having a format similar to that
of record 200. The record is transmitted to gateway 321 in the form
of a packet, with a header indicating that the record pertains to
the personalized information database, e.g., database 20.
[0068] In this instance, as part of the personalized information
assistance service, the user is provided with a first list tracking
the last X connections made by the user, where X represents a
predetermined number. In addition, the user is provided with a
second list tracking the Y most popular connections made by the
user over a predetermined period, where Y represents a
predetermined number. To generate and maintain such lists, after
reviewing the header information in the aforementioned event
record, processor 311 in gateway 321 reads the user's telephone
number from SUBSCRIBER_MDN field 207 of the record, as indicated at
step 1103 in FIG. 11. Processor 311 at step 1106 retrieves from
server 28 the user data web page identified by the user's telephone
number. Processor 311 at step 1109 updates the aforementioned first
list (or generates if it does not exist) by including the
connection information (e.g., the contact name Bob, home telephone
communication method and telephone number 1005) in the record at
the top of the list, and removing the (X+1)th connection
information at the bottom of the list. At step 1112, processor 311
updates a table containing the counts of assisted telephone
connections made to different telephone numbers over the
predetermined period. The table also contains the times at which
the assisted telephone connections were made, and the associated
connection information. In this instance, processor 311 increases
the count of the assisted telephone connection to Bob's home
telephone number 1005 by one. In addition, processor 311 discounts
those assisted connections which become stale, i.e., outside the
predetermined period. Processor 311 at step 1115 ranks the
telephone numbers based on the quantities of assisted connections
to such telephone numbers, resulting in the aforementioned second
list of Y most popular connections.
[0069] Processor at step 1118 provides the first and second lists
on the user's data web page which are accessible by the user, e.g.,
at a predetermined uniform resource locator (URL) on the
Internet.
[0070] It should be noted that although in the above illustrative
embodiment, the lists of last X connections and Y most popular
connections are derived from the contact folders associated with a
user, the invention broadly encompasses the concept of keeping
track for the user of connection information not only from such
contact folders, but also any public directories, e.g., electronic
white pages. Thus, in accordance with the invention, the above last
X connection list may include connections made after an operator's
consulting the contact folders and/or public directories. The above
Y most popular connection list may also include connections made
after an operator's consulting the contact folders and/or public
directories.
[0071] Searches Aided by Fuzzy Logic
[0072] In accordance with another aspect of the invention,
processor 311 learns from searches performed by the operators at
center 100, and develops "fuzzy" logic to aid the operators to
streamline the searches. By keeping track of the initial search
criteria submitted (e.g., "Seers Roebuck") to database facility 126
and the actual search term used (e.g., "Sears Roebuck") to obtain
the desired search results, processor 311 develops over time the
fuzzy logic correlating the submitted search term ("Seers Roebuck")
and the effective search term ("Sears Roebuck"). Specifically,
database facility 126 records keystrokes by an operator conducting
a search using database facility 126. The recorded key strokes are
transmitted to gateway 321 as part of a search data event record
for each successful search. After processor 311 receives one such
search data event record, as indicated at step 1203 in FIG. 12,
processor 311 at step 1206 reads the search term(s) (e.g., "Seers
Roebuck", "Seer Roebucks", and "Sears Roebuck") submitted during
the search from the received record. In this instance, the search
terms appear in a sequence in the record, and the one appearing
last in the sequence is the effective search term, for which
facility 126 provides the desired listing. Processor 311 at step
1209 determines whether the received record contains more than one
search term. If it is negative, the subject routine comes to an
end. Otherwise, the routine proceeds to step 1212 where processor
311 pairs the effective search term ("Sears Roebuck") with the
respective submitted, but not effective, search term(s) ("Seers
Roebuck," "Seer Roebucks"). For each pair, processor 311 maintains
a counter for keeping track of the number of its occurrences. At
step 1215, processor 311 increments the counter(s) of the
corresponding pair(s) by one. When one such counter reaches a
predetermined value, indicating frequent mistaking by operators of
one search term for the other search term in a pair, processor 311
incorporates the fuzzy logic into database facility 126,
correlating between the effective search term and its mistaken
counterpart. As a result, on detecting an entry of one such
mistaken counterpart in a search, database facility 126
automatically suggests the effective search term for adoption in
the search, or replaces it with the effective search term.
[0073] 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.
[0074] For example, information/call center 100 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.
* * * * *