CA2551762A1 - Directory assistance with multi-modal messaging - Google Patents

Directory assistance with multi-modal messaging Download PDF

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Publication number
CA2551762A1
CA2551762A1 CA002551762A CA2551762A CA2551762A1 CA 2551762 A1 CA2551762 A1 CA 2551762A1 CA 002551762 A CA002551762 A CA 002551762A CA 2551762 A CA2551762 A CA 2551762A CA 2551762 A1 CA2551762 A1 CA 2551762A1
Authority
CA
Canada
Prior art keywords
subscriber terminal
information
terminal
request
wireless terminal
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
CA002551762A
Other languages
French (fr)
Other versions
CA2551762C (en
Inventor
Eric A. Portman
Michael John Burgiss
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.)
Accenture Global Services Ltd
Original Assignee
Individual
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of CA2551762A1 publication Critical patent/CA2551762A1/en
Application granted granted Critical
Publication of CA2551762C publication Critical patent/CA2551762C/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
    • H04L9/40—Network security protocols
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/28—Constructional details of speech recognition systems
    • G10L15/30—Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/60—Network streaming of media packets
    • H04L65/75—Media network packet handling
    • H04L65/762—Media network packet handling at the source 
    • 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
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W12/00—Security arrangements; Authentication; Protecting privacy or anonymity
    • H04W12/08—Access security
    • H04W12/088—Access security using filters or firewalls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • 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
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W8/00—Network data management
    • H04W8/18—Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W8/00—Network data management
    • H04W8/18—Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
    • H04W8/20—Transfer of user or subscriber data

Abstract

An information assistance application is for use in a wireless communication environment. A requestor terminal is operable to generate a request for an information record associated with a subscriber terminal. The request is transmitted from the requestor terminal to an information assistance application server. The information assistance application server processes the request to determine the identity of the person for whom information has been requested and to determine how to contact the subscriber terminal. A message is generated and sent to the subscriber terminal requesting permissi on to provide the requestor terminal with the requested information. If the subscriber terminal replies with an indication that the information may be provided, then the information application server generates a message that includes the information being requested and transmits it to the requestor terminal.

Claims (35)

1. A method of providing information assistance to a wireless terminal, comprising the steps of:
generating a request for an information record associated with a subscriber terminal using the wireless terminal;
transmitting the request to an information assistance application located on a information assistance server;
determining how to contact the subscriber terminal concerning the request using the information assistance application;
generating an authorization request that requests authorization to provide the information record of the subscriber terminal to the wireless terminal as a function of the determining step;
transmitting the authorization request to the subscriber terminal; and receiving a reply from the subscriber terminal indicating whether or not to provide the information record to the wireless terminal.
2. The method of claim 1, further comprising the step of generating a response for the wireless terminal that includes the information record of the subscriber terminal.
3. The method of claim 2, further comprising the step of transmitting the response to the wireless terminal.
4. The method of claim 2 or 3, where the response comprises a multi-modal message.
5. The method as in any of claims 1-3, where the request includes at least one information record item about the subscriber terminal that is selected from a group of information record items comprising a first name, a last name, an address, an employer, a home phone number, an office number, a subscriber's wireless service provider, a previous wireless phone number, or a previous wireless provider.
6. The method as in any of claims 1-5, where the information assistance application includes a voice recognition module that interprets the request and determines how to identify and contact the subscriber terminal.
7. The method as in any of claims 1-5, where the information assistance application includes a voice recognition module and a natural language processing module that are used to interpret the request.
8. The method as in any of claims 1-5, where the request comprises a text message.
9. The method as in any of claims 1-6, where a natural language processing module is used to interpret the request to determine how to contact the subscriber terminal.
10. The method as in any of claims 1-9, where the information assistance application queries a virtual customer database system to determine how to contact the subscriber terminal.
11. The method of claim 10, where the virtual customer database system includes a customer proprietary information record that has customer contact data setting forth a contact preference associated with the subscriber terminal.
12. The method as in any of claims 1-11, where the information assistance application interprets the reply from the subscriber terminal and generates a multi-modal response that is transmitted to the wireless terminal.
13. A computer program embodied on a computer readable medium for providing information assistance to a wireless terminal in a wireless communication system, comprising:
a code segment that allows a requestor to generate a request for an information item associated with a subscriber terminal using the wireless terminal;
a code segment that transmits the request to an information assistance application located on a information assistance server;
a code segment that determines how to contact the subscriber terminal;
a code segment that generates an authorization request that requests authorization to provide the information record of the subscriber terminal to the wireless terminal;
a code segment that transmits the authorization request to the subscriber terminal; and a code segment that interprets a reply from the subscriber terminal indicating if the information record of the subscriber terminal may be provided to the wireless terminal.
14. The computer program of claim 13, further comprising a code segment that generates a response for the wireless terminal that includes at least a portion of the information record associated with the subscriber terminal.
15. The computer program of claim 14, further comprising a code segment that transmits the response to the wireless terminal.
16. The computer program of claim 14 or 15, where the response comprises a multi-modal message.
17. The computer program as in any of claims 13-16, where the information assistance application includes a voice recognition module that interprets the request to determine how to identify the subscriber terminal.
15. The computer program as in any of claims 13-16, where the information assistance application includes a voice recognition module and a natural language processing module that are used to interpret the request.
19. The computer program as in any of claims 13-16, where the request comprises a text message.
20. The computer program as in any of claims 13-18, further comprising a voice print module for determining an identity associated with a creator of the request.
21. The computer program as in any of claims 13-20, where the information assistance application uses a virtual customer database system to determine how to contact the subscriber terminal.
22. The computer program as in any of claims 13-21, further comprising a code segment that provides a requestor information record associated with the wireless terminal to the subscriber terminal.
23. The computer program as in any of claims 13-22, further comprising a code segment that allows the subscriber terminal to save the requestor information record in a personal information management application on the subscriber terminal.
24. The computer program as in any of claims 13-22, further comprising a code segment that allows the wireless terminal to save the information record associated with the subscriber terminal in a personal information management application on the wireless terminal.
25. A system for providing information assistance to a wireless terminal, comprising:
logic that allows a requestor to generate a request for an information item associated with a subscriber terminal using the wireless terminal;
logic that transmits the request to an information assistance application;
logic that determines an identity of a person associated with the subscriber terminal;
logic that determines how to contact the subscriber terminal as a function of a contact preference associated with the subscriber terminal;
logic that generates an authorization request to provide the information item associated with the subscriber terminal to the wireless terminal as a function of the contact preference;
logic that transmits the authorization request to the subscriber terminal; and logic that allows the subscriber terminal to generate a reply to the authorization request indicating whether or not to provide the information record to the wireless terminal.
26. The system of claim 25, further comprising logic that generates a response for the wireless terminal that includes at least the information item.
27. The system of claim 26, further comprising logic that transmits the response to the wireless terminal.
28. The system of claim 26 or 27, where the response comprises a multi-modal message.
29. The system as in any of claims 25-28, further comprising logic located on the wireless terminal that allows the wireless terminal to save the information item associated with the subscriber terminal.
30. The system of claim 29, where the information item is saved in a personal information management-application located on the wireless terminal.
31. The system as in any of claims 25-30, where the authorization request comprises a multi-modal message.
32. The system as in any of claims 25-31, where the authorization request includes a requestor information item that identifies the requestor to the subscriber terminal.
33. The system of claim 32, where the requestor information item is stored on the subscriber terminal.
34. The system of claim 32, where the requestor information item is stored in a personal information management application located on the subscriber terminal.
35. A system for providing information assistance to a wireless terminal, comprising:
means for allowing a requestor to generate a request for a contact information record of a subscriber terminal using the wireless terminal;
means for determining an identity associated with the subscriber terminal;
means for generating a message for the subscriber terminal that requests permission to release the contact information record associated with the subscriber terminal to the requestor;
means for transmitting the message to the subscriber terminal;
means for the subscriber terminal to generate a reply to the message; and means for interpreting the reply from the subscriber terminal.
CA2551762A 2004-01-02 2004-12-20 Directory assistance with multi-modal messaging Active CA2551762C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US10/751,022 US7640006B2 (en) 2001-10-03 2004-01-02 Directory assistance with multi-modal messaging
US10/751,022 2004-01-02
PCT/EP2004/014752 WO2005069654A1 (en) 2004-01-02 2004-12-20 Directory assistance with multi-modal messaging

Publications (2)

Publication Number Publication Date
CA2551762A1 true CA2551762A1 (en) 2005-07-28
CA2551762C CA2551762C (en) 2011-07-19

Family

ID=34794676

Family Applications (1)

Application Number Title Priority Date Filing Date
CA2551762A Active CA2551762C (en) 2004-01-02 2004-12-20 Directory assistance with multi-modal messaging

Country Status (5)

Country Link
US (1) US7640006B2 (en)
EP (1) EP1707020B1 (en)
AU (1) AU2004313874C1 (en)
CA (1) CA2551762C (en)
WO (1) WO2005069654A1 (en)

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