CA2386917A1 - Personalized assistance system and method - Google Patents

Personalized assistance system and method Download PDF

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Publication number
CA2386917A1
CA2386917A1 CA002386917A CA2386917A CA2386917A1 CA 2386917 A1 CA2386917 A1 CA 2386917A1 CA 002386917 A CA002386917 A CA 002386917A CA 2386917 A CA2386917 A CA 2386917A CA 2386917 A1 CA2386917 A1 CA 2386917A1
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CA
Canada
Prior art keywords
database
data
contact
user
telephone
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002386917A
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French (fr)
Other versions
CA2386917C (en
Inventor
Evan Marwell
Robert Pines
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Grape Technology Group Inc
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Individual
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Filing date
Publication date
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Publication of CA2386917A1 publication Critical patent/CA2386917A1/en
Application granted granted Critical
Publication of CA2386917C publication Critical patent/CA2386917C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/432—Arrangements for calling a subscriber at a specific time, e.g. morning call service
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5108—Secretarial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
    • H04M2203/105—Financial transactions and auctions, e.g. bidding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
    • H04M2203/1058—Shopping and product ordering
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/18—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place wireless networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H04M3/12—Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42136—Administration or customisation of services
    • H04M3/42153—Administration or customisation of services by subscriber
    • H04M3/42161—Administration or customisation of services by subscriber via computer interface
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/44—Additional connecting arrangements for providing access to frequently-wanted subscribers, e.g. abbreviated dialling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H04M3/4933—Directory assistance systems with operator assistance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H04M3/4935—Connection initiated by DAS system
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/06—Arrangements for interconnection between switching centres using auxiliary connections for control or supervision, e.g. where the auxiliary connection is a signalling system number 7 link
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S379/00—Telephonic communications
    • Y10S379/90—Internet, e.g. Internet phone, webphone, internet-based telephony
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10—TECHNICAL SUBJECTS COVERED BY FORMER USPC
    • Y10S—TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y10S707/00—Data processing: database and file management or data structures
    • Y10S707/99931—Database or file accessing

Abstract

A system and method for a personalized directory assistance system (2) are provided. The system (2) allows a user to speak with a customer service representative (CSR) by dialing an easy to remember telephone number on thei r phone (4). Specialized telephony equipment routes the call to the customer service representative and the user's personal contact list made available t o the CSR. The CSR searches the user's personal contact list in accordance wit h the user's request. The CSR's terminal (18) generates a call completion stri ng and sends it to the telephony equipment using an out-of-band signaling netwo rk (28) for release link transfer switching. The user's personal contact list c an be populated by the user via a web browser (10), by interacting with the CSR , by synchronizing a personal information manager or personal digital assistan t database or by sending a facsimile or electronic mail request to the service provider.

Claims (53)

1. A personalized assistance system for a user of a telephone, the personalized assistance system comprising:
a first database, the first database having a contact list for the user, the contact list including at least one contact name and a corresponding contact number;
telephony hardware, the telephony hardware coupling the telephone to the database;
a customer service representative terminal coupled to the database and the telephone hardware, the customer service representative terminal searching the first database in response to a user query to locate a designated contact from the user's contact list and causing the telephony hardware to connect the telephone with the contact number corresponding to the designated contact.
2. The personalized assistance system according to Claim 1, wherein said telephone is a mobile telephone.
3. The personalized assistance system according to Claim 2, further comprising a mobile switching center, the mobile switching center coupling the mobile telephone to the telephone hardware; and a public switched telephone network, the public switched network coupling the mobile switching center to the designated contact.
4. The personalized assistance system according to Claim 1, wherein the telephony hardware is comprised of:
a tandem switch coupled to the user telephone;
and a network coupling the tandem switch to at least one of the customer service representative terminal and the first database.
5. The personalized assistance system according to Claim 4, wherein the telephony hardware is further comprised of an automatic call distributor coupled to the tandem switch and the customer service representative terminal.
6. The personalized assistance system according to Claim 4, wherein the network is an out-of-band network, the out-of-band network transporting signaling data.
7. The personalized assistance system according to Claim 6, wherein the signaling data includes call completion data.
8. The personalized assistance system according to Claim 1, wherein the contact list includes electronic commerce information.
9. The personalized assistance system according to Claim 8, wherein the electronic commerce information includes bank account information and bill payee data for the user.
10. The personalized assistance system according to Claim 1, wherein the contact list includes data relating to special occasions.
11. The personalized assistance system according to Claim 6, further comprising:
at least one user terminal;
a web server coupled to the at least one user terminal though a data communication network and receiving personal contact update data from the at least one user terminal, the web server being coupled to the first database;
the user's contact list being updated in accordance with the received personal contact update data.
12. The personalized assistance system according to Claim 11, further comprising a second database coupled to the web server, the web server directly updating the second database in accordance with the received personal contact update data, the first database being synchronized with the second database.
13. The personalized assistance system according to Claim 12, further comprising a synchronization server, the synchronization server synchronizing the second database and the first database.
14. The personalized assistance system according to Claim 1, wherein the first database further comprises a branded audio message, and wherein the telephony hardware identifies an originating service provider for the telephone, the branded audio message being selected and transmitted to the telephone in accordance with the identified originating service provider.
15. The personalized assistance system according to Claim 1, wherein the first database further comprises a branded audio message, and wherein the telephony hardware identifies an identification number for the telephone, the branded audio message being selected and transmitted to the telephone in accordance with the identified identification number.
16. A system for populating and maintaining a list of personal contact data for a user of the system, the system comprising:
at least one user terminal;
a web server coupled to the at least one user terminal through a communication network, the web server receiving personal contact update data from the at least one user terminal;
a first database coupled to the web server, the first database storing the list of personal contact data; and the list of personal contact data stored in the first database being updated with the personal contact update data received by the web server.
17. The system according to Claim 16, further comprising a second database coupled to the web server and a synchronization server coupled to the first and second databases, the second database also storing the list of personal contact data and being directly updated by the web server, the synchronization server synchronizing the first database with the second database in accordance with the received contact update data.
18. The system according to Claim 16, wherein the web server also receives user registration data from the user terminal.
19. The system according to Claim 16, further comprising at least one of a hand-held server and a personal information manager server, the least one of the hand-held server and the personal information manager communicating with the at least one user terminal through the communication network to receive personal contact list coordination data therefrom.
20. The system according to Claim 19, wherein the personal contact list coordination data is transferred to the second database for subsequent synchronization with the personal contact data stored in the first database.
21. The system according to Claim 19, wherein the synchronization server synchronizes the personal contact list coordination data with the personal contact data stored in the second database.
22. The system according to Claim 16, further comprising a customer service representative terminal coupled to the first database, wherein the personal contact data in the first database is updated in accordance with revision data received from the customer service representative terminal.
23. The system according to Claim 17, wherein at least one of the first database and the second database is an SQL database.
24. The system according to Claim 23, wherein the first database is further comprised of at least one of:
a user database table;
an updated contact list table;
a rejected updated contact list table; and a listing arbitration table.
25. The system according to Claim 16, wherein the stored personal contact data includes electronic commerce information.
26. The system according to Claim 16, wherein the stored personal contact data includes at least one of an address;
job title;
company name;
facsimile telephone number;
home web page address; and birthday.
27. The system according to Claim 16, wherein the stored personal contact data includes contact data common to a group of users.
28. A signaling method for a personal assistance system, the method comprising the steps of:
translating a first dial string sent from a telephone to a second dial string, the second dial string identifying an originating switch at least one of the originating service and originating service provider for the telephone;
transmitting the second dial string to a computer terminal;
searching a database to identify a destination contact number;
searching the database to identify a network address of the originating switch, the network address being identified in accordance with the second dial string; and sending the destination number to the network address of the originating switch using an out-of-band network.
29. The signaling method according to Claim 28, wherein the network is an out-of-band network.
30. The signaling method according to Claim 29, wherein an identification number of the telephone is transmitted to the computer terminal.
31. The signaling method according to Claim 29, wherein the network address is comprised of a UDP
address and a UDP port.
32. A method for using a telephone to contact a service for searching a database of contact numbers for a desired contact number and connecting a calling telephone to the desired contact number, the method comprising the steps of:
calling a telephone number associated with the service;
routing data corresponding to the call to a computer terminal;
searching the database for a contact list corresponding to an identification number of the calling telephone;
retrieving the contact list;
searching the contact list for the desired contact number;
sending call completion data to a switch, the call completion data corresponding to the desired contact number; and connecting the call to the desired contact number.
33. The method according to Claim 32, wherein the data corresponding to the call includes a DID
number for the switch.
34. The method according to Claim 32, wherein the call completion data is sent to the switch on an out-of-band network.
35. The method according to Claim 32, further comprising the step of updating the contact list using a web browser.
36. The method according to Claim 32, further comprising the step of harmonizing a personal information manager database with the contact list.
37. The method according to Claim 32, further comprising the step of harmonizing a hand-held computer database with the contact list.
38. A method for populating and maintaining a list of personal contact data for a user of a personalized assistance system, the method comprising the steps of:
receiving personal contact update data from a user terminal;
storing a list of personal contact data in a first database; and periodically synchronizing the list of personal contact data stored in the first database with the received personal contact update data.
39. The method according to Claim 38, further comprising the step of receiving user registration data from the user terminal.
40. The method according to Claim 38, wherein the received personal contact update data comprises personal contact list coordination data and is received by at least one of a hand-held server and a personal information manager server.
41. The method according to Claim 40, further comprising the step of transferring the personal contact list coordination data to a second database for subsequent synchronization with the personal contact data stored in the first database.
42. The method according to Claim 40, wherein the synchronization step synchronizes the personal contact list coordination data with the personal contact data stored in the first database.
43. The method according to Claim 38, further comprising the step of updating the personal contact data in the first database in accordance with revision data received from a customer service representative terminal.
44. The method according to Claim 38, wherein the first database is an SQL database.
45. The method according to Claim 44, wherein the first database is further comprised of at least one of:
a user database table;
an updated contact list table;
a rejected updated contact list table; and a listing arbitration table.
46. The method according to Claim 38, further comprising the step of verifying a requested database update.
47. The method according to Claim 38, further comprising the step of arranging for payment of the user's bills in accordance with the stored personal contact data.
48. The method according to Claim 38, further comprising the step of reminding the user of a special occasion in accordance with the stored personal contact data.
49. The method according to Claim 38, further comprising the step of performing an electronic commerce transaction in accordance with the stored personal contact data.
50. A method for using a telephone to contact a service for searching a database for desired information and performing an operation requested by a user, the method comprising the steps of:
calling a telephone number associated with the service;
routing data corresponding to the call to a computer terminal;
searching the database for a contact list corresponding to an identification number of the calling telephone;
retrieving the contact list from the database;
receiving a requested operation from the user;
performing the requested operation.
51. The method according to Claim 50, wherein the requested operation is an electronic commerce operation.
52. The method according to Claim 51, wherein the electronic commerce operation is a bill paying operation.
53. The method according to Claim 51, wherein the requested operation is a purchase operation and the performing step includes the steps of:
locating the item to be purchased by searching a network;
purchasing the item; and arranging for delivery of the item to one of the user and a contact.
CA2386917A 1999-10-08 2000-10-03 Personalized assistance system and method Expired - Fee Related CA2386917C (en)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US15831199P 1999-10-08 1999-10-08
US60/158,311 1999-10-08
US09/449,126 US6404884B1 (en) 1999-10-08 1999-11-24 Personalized assistance system and method
US09/449,126 1999-11-24
PCT/US2000/027275 WO2001028208A1 (en) 1999-10-08 2000-10-03 Personalized assistance system and method

Publications (2)

Publication Number Publication Date
CA2386917A1 true CA2386917A1 (en) 2001-04-19
CA2386917C CA2386917C (en) 2010-07-27

Family

ID=26854921

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2386917A Expired - Fee Related CA2386917C (en) 1999-10-08 2000-10-03 Personalized assistance system and method

Country Status (8)

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US (2) US6404884B1 (en)
EP (1) EP1232639A4 (en)
AU (1) AU7991600A (en)
BR (1) BR0014587A (en)
CA (1) CA2386917C (en)
CR (1) CR6635A (en)
MX (1) MXPA02003577A (en)
WO (1) WO2001028208A1 (en)

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US6668055B2 (en) 2003-12-23
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