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    Technique for providing personalized information and communications services
    1.
    发明申请
    Technique for providing personalized information and communications services 审中-公开
    提供个性化信息和通信服务的技术

    公开(公告)号：US20050002509A1

    公开(公告)日：2005-01-06

    申请号：US10896736

    申请日：2004-07-21

    申请人： Nicholas Elsey ,  Michael Kepler ,  Timothy Timmins ,  Michael Samudio

    发明人： Nicholas Elsey ,  Michael Kepler ,  Timothy Timmins ,  Michael Samudio

    IPC分类号： G06F20060101 ,  G06F12/00 ,  G06F17/30 ,  G06Q10/10 ,  H04M1/2745 ,  H04M1/64 ,  H04M3/38 ,  H04M3/42 ,  H04M3/44 ,  H04M3/493 ,  H04M7/00 ,  H04M7/12 ,  H04M11/00

    CPC分类号： G06Q10/109 ,  H04M1/2745 ,  H04M3/382 ,  H04M3/42161 ,  H04M3/44 ,  H04M3/4931 ,  H04M3/4933 ,  H04M7/00 ,  H04M7/003 ,  H04M7/006 ,  H04M7/12 ,  H04M2203/2072 ,  H04M2242/15 ,  Y10S707/99939

    摘要： 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® 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.

    摘要翻译： 用户可以使用通信设备，例如无线电话，移动设备或个人数字助理（PDA）来联系根据本发明的操作者向用户提供个性化信息和通信服务的信息/呼叫中心。 这样的服务包括例如提供列表信息，联系人信息，约会信息等。为了提供有效的连接性，例如，当用户使用网络浏览器在他/她的私人目录中定位电话号码时，用户可以利用直接 连接本发明的特征以通过因特网发起对所需号码的电话呼叫。 此外，本发明允许不仅通过语音连接，而且SMS，电子邮件，传真机，PDA等向用户传送约会信息。它还允许与诸如TeleConcierge（ R）服务，其帮助用户规划未来事件，例如进行餐厅预约。 有关未来事件的约会记录一旦成功计划就自动纳入用户日历。 为了个性化服务，使用与用户相关联的至少一个简档，其指定订阅的服务和接收它们的首选方式。 例如，该简档可以指定使用专业技术的操作者，向用户传递信息的方法等。

    Technique for effectively collecting and analyzing data in providing information assistance services
    2.
    发明申请
    Technique for effectively collecting and analyzing data in providing information assistance services 有权
    提供信息援助服务有效收集和分析数据的技术

    公开(公告)号：US20050004934A1

    公开(公告)日：2005-01-06

    申请号：US10899188

    申请日：2004-07-26

    申请人： Nicholas Elsey ,  Karen Johnson ,  Timothy Timmins

    发明人： Nicholas Elsey ,  Karen Johnson ,  Timothy Timmins

    IPC分类号： G06F17/30 ,  G06F7/00

    CPC分类号： G06F17/30985 ,  G06F17/30876 ,  G06Q30/02 ,  H04M3/51 ,  H04M2203/556

    摘要： 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.

    摘要翻译： 在接收到呼叫的信息/呼叫中心中，请求关于实体，商品和服务的信息，到给定目的地的指示等，在处理这种呼叫时收集数据。 根据本发明，分析所收集的数据以生成动态数据以补充和/或改进传统数据库，通常由操作者搜索以响应信息请求。 在提供公共信息援助服务时，这样的动态数据可能涉及例如最流行的电影，餐馆，所请求的类别等。在提供个性化信息援助服务时，这样的动态数据可能会涉及，例如，为 用户，用户请求的最流行的电话连接等。另外，基于过去的搜索行为，开发了用于搜索项之间相关的“模糊”逻辑。 当在搜索中使用一个搜索词时，可以根据模糊逻辑建议相关的搜索词语以供采用。

    Technique for effectively communicating travel directions
    3.
    发明申请
    Technique for effectively communicating travel directions 有权
    有效传达旅游方向的技术

    公开(公告)号：US20050054322A1

    公开(公告)日：2005-03-10

    申请号：US10946796

    申请日：2004-09-22

    申请人： Nicholas Elsey ,  Jonas Reyes ,  Corvin Swick ,  Christopher Huey

    发明人： Nicholas Elsey ,  Jonas Reyes ,  Corvin Swick ,  Christopher Huey

    IPC分类号： H04M3/42 ,  H04M3/493 ,  H04M11/08 ,  G10L11/00

    CPC分类号： H04M3/493 ,  H04M3/4933 ,  H04M11/08 ,  H04M2242/30 ,  Y10S707/99931

    摘要： A user while traveling may call an operator in an information/call center to request directions to a desired destination. In response, the operator obtains a directions file containing the requested directions. To facilitate the user receiving directions in installments in accordance with the invention, the directions file has an indicator associated therewith. The requested directions are read from the directions file to the user by an interactive voice response (IVR) unit via synthesized voice. The indicator is used to indicate in the file which direction is to be read to the user. The user may terminate the call after hearing a desired quantity of directions. When the user subsequently needs another installment of directions, the user may call back the IVR unit which then continues to read directions in the directions file from where the associated indicator indicates. The above process can be repeated, thereby enabling the user to controllably receive the directions in installments.

    摘要翻译： 旅行中的用户可以呼叫信息/呼叫中心中的运营商来请求到期望目的地的指示。 作为响应，操作者获得包含请求的指示的指示文件。 为了方便用户按照本发明分批接收指示，方向文件具有与之相关联的指示符。 通过合成语音通过交互式语音响应（IVR）单元将所请求的指示从指导文件读取给用户。 该指示器用于在文件中指示要向用户读取哪个方向。 用户可以在听到所需数量的方向之后终止呼叫。 当用户随后需要另外安装方向时，用户可以回呼IVR单元，然后IVR单元继续读取相关联的指示符指示的方向文件中的方向。 可以重复上述过程，从而使得用户可以分期地可控地接收方向。

    Technique for effectively processing and dynamically routing communication calls
    7.
    发明申请
    Technique for effectively processing and dynamically routing communication calls 审中-公开

    公开(公告)号：US20050094799A1

    公开(公告)日：2005-05-05

    申请号：US10999046

    申请日：2004-11-29

    申请人： Nicholas Elsey

    发明人： Nicholas Elsey

    IPC分类号： H04M3/36 ,  H04M3/523 ,  H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5237 ,  H04M3/36

    摘要： In an arrangement where calls are directed to different call centers, each call center based on selected metric measures determines whether an incoming call is an “overflow” call to be rerouted to an alternate call center. These metric measures may include, e.g., the number of operators in the call center answering calls, the number of calls in queue to be answered, etc. Once an overflow call is identified, the call center reserves an outbound communication channel in anticipation of rerouting the call, and transmits a call rerouting request to a call routing server. In accordance with the invention, the server identifies an appropriate alternate call center for receiving the overflow call, and communicates routing information including an identity of the alternate call center to the overflow call center. The latter based on the received routing information transfers the call to the appropriate alternate call center.