Grape Technology Group, Inc.

Metro One Telecommunications, Inc.

Other

Timothy A Timmins

John S Miller

Nicholas J Elsey

Michael A Kepler

Karen L Johnson

Patrick M Cox

Paul W Filliger

Michael T Samudio

Christopher Alan Huey

A Peter Powell

Nathan Bryant Baker

Philip A Ljubicich

Adam J McGrath

Adrian P Powell

Gary E Henry

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.

Technique for effectively providing personalized communications and information assistance services

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

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

In providing an information assistance service in a call by a user, the context of the call is ascertained. Context information is derived from information exchanges during the call. Inferences as to types of advertisement pertinent to the user location, event, etc. are drawn based on the context information. Pertinent advertisements, which may be further individualized based on personal preferences, are provided to the user at the conclusion of the call, or otherwise transmitted to the user via voicemail, SMS, email, WAP, paging, facsimile, instant messaging, text messaging, picture phone, video phone, etc.

Technique for call context based advertising through an information assistance service

To provide a personalized voice email service, data pertaining to one or more of a user's email accounts, e.g., email addresses and account access data, is maintained in a folder by an information assistance service, which is unaffiliated with the email service providers (e.g., AOL, Hotmail, etc.) maintaining the user's email accounts. When the user calls the information assistance service, the user's folder is retrieved. The user's email accounts may be accessed on behalf of the user based on the email addresses and account access data in the user's folder. An information assistance provider including, e.g., an operator and/or a voice server, may present information concerning the email messages received in the user's email accounts in different manners. For example, the information assistance provider may report to the user selected email messages that satisfy one or more predetermined criteria, e.g., only those email messages which have been received since the last time the user called the information assistance service. Header information (e.g., sender/address, subject, etc.) concerning the selected email messages may be announced to the user. At the user's request, the information assistance provider may open and read a email message to the user. The user may then send a reply email message, or forward the email message to other recipients.

Technique for providing a personalized electronic messaging service through an information assistance provider

A communications system for providing a service includes an interface configured to receive a directory assistance communication from a requester seeking a desired listing from among a plurality of available desired listings. A processor is configured to obtain a stored profile associated with the requester, the profile including at least one delivery preference set by the requester relating to the format in which said requester desires to have the desired listing delivered to them. A device configured to provide a communication listing associated with the desired listing to the requester, in response to the directory assistance request, in accordance with the preference proscribed by the requester in the profile and then connecting the requester to a second communication listing associated with the desired listing.

Technique for providing personalized information and communications services

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 include, e.g., providing listing information, contacts information, appointments information, etc. To provide effective connectivity, for example, when a user locates a phone number in his/her private directory using a web browser, the user may utilize a direct connect feature of the invention to initiate a phone call to the desired number over the Internet. In addition, the invention allows for delivery of the appointments information to the user not only via voice connection, but also SMS, email, facsimile, PDA, etc. It also allows for rendering a calendaring service in combination with such services as a TeleConcierge&#xae; service which helps the user to plan a future event, e.g., making a restaurant reservation. An appointment record concerning the future event is automatically incorporated into the user's calendar once it is successfully planned. To personalize the services, at least one profile associated with the user is used which specifies the subscribed services and the preferred ways of receiving them. For example, the profile may specify use of a special skilled operator, methods of delivery of information to the user, etc.

In an information/call center where calls are received, requesting information concerning entities, goods and services, directions to a given destination, etc., data is collected in processing such calls. In accordance with the invention, the collected data is analyzed to generate dynamic data to supplement and/or improve the traditional databases, typically searched by an operator for responses to the information requests. In providing a public information assistance service, such dynamic data may concern, e.g., the most popular movies, restaurants, requested categories, etc. In providing a personalized information assistance service, such dynamic data may concern, e.g., previous telephone connections made for a subscriber, the most popular telephone connections requested by a subscriber, etc. In addition, based on the past search behavior, 'fuzzy' logic is developed for correlating between search terms. When one search term is used in a search, the correlated search term may be suggested for adoption, in accordance with the fuzzy logic.

Technique for effectively collecting and analyzing data in providing information assistance services

To facilitate managing his/her email through a Voice E-mail&#x2122; service, a user is allowed to select one or more sets of commands, with which he/she is familiar or prefers, to be emulated when the user interacts with the service. With this selection in place, when a user communicates with an information assistance provider to access the service, the user is identified and the email data and data concerning the selected commands associated with the user are retrieved. The user may then manage the email data using the selected commands during the service.

Technique for emulating an instruction set in providing electronic messaging service through an information assistance provider

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 include, e.g., providing individual listing information items on a restrictive basis, caller identification service, etc. To personalize the services, at least one profile record associated with the user is used which specifies the subscribed services and the preferred ways of receiving information. For example, the profile may specify use of a special skilled operator, personal interests, methods of delivery of targeted information to the user, etc.

Technique for effectively providing a personalized information assistance service

A user calls a directory assistance service provider to search for a desired telephone number and be connected to a party at the desired number. In one such connection, the user is afforded enhanced directory assistance upon a user command in the form of an out-of-band signaling message, e.g., SS7 signaling message. For example, the user may be afforded further operator assistance by pressing on the user telephone a predetermined key (e.g., '*' key), which is detectable by the directory assistance service provider as an SS7 signaling message.

Method for providing enhanced directory assistance upon command using out-of-band signaling

To personalize a voice information delivery service, e.g., directory assistance, a voice email service, stock quotation service and other information assistance services, a user is afforded an option to customize automated voices/speeches to deliver information to him/her. The automated voices/speeches may be customized for different services and functions, and/or in terms of urgency, context, etc. of the information to be voice-delivered. In an illustrative embodiment, the user's voice preferences for voice information deliveries are recorded in a user profile, which are represented by sets of speech characterizing parameters, respectively, based on which a text-to-speech (TTS) engine reads given text information to the user in the corresponding preferred voices/speeches.

Personalized voice applications in an information assistance service

A service providing information assistance may maintain for a subscriber contacts folders comprising private directories of the subscriber, and a personal profile containing the subscriber's preferences. When a user calls the service to attempt to communicate with a desired party through the service, the service can ascertain whether the desired party has a personal profile and/or a contacts folder associated with him/her. If so, the caller is allowed to communicate with the desired party on the terms and conditions defined by the desired party in his/her personal profile and/or contacts folder. For instance, the desired party may have defined therein who should be allowed to contact him/her, when he/she should be contacted, by what communication means, and whether the caller can be told any of the desired party's communication addresses (e.g., telephone number, email address, etc.).

Growing community of inventors

Tigard, OR, United States of America

Timothy A Timmins