Technique for effectively providing personalized communications and information assistance services

Abstract

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.

What is claimed is:  
     
         1 . A method for providing an information assistance service, comprising: 
 receiving an information assistance call by a caller, the call being received at a current service location;    retrieving a record associated with the caller, the record including information concerning at least one preferred service location for handling the call;    determining whether the current service location corresponds to the preferred service location; and    if the current service location does not correspond to the preferred service location, routing the call to the preferred service location to handle the call.    
     
     
         2 . The method of  claim 1  wherein the call is received along with signals for setting up the call, the signals containing an identifier identifying a communications device from which the call originates, the record being retrieved based on the identifier.  
     
     
         3 . The method of  claim 2  wherein the communications device includes a telephone.  
     
     
         4 . The method of  claim 3  wherein the identifier includes a telephone number.  
     
     
         5 . The method of  claim 3  wherein the identifier includes an automatic number identification (ANI).  
     
     
         6 . The method of  claim 1  wherein the preferred service location is selected based on a rating thereof by the caller.  
     
     
         7 . A method for providing an information assistance service, comprising: 
 receiving an information assistance call from a caller, along with an identifier associated with a user of the service;    retrieving a record based on the identifier, the record including information concerning at least one selected period in which the service is not provided;    determining whether the call is received during the selected period; and    if the call is received during the selected period, denying the caller the service.    
     
     
         8 . The method of  claim 7  wherein the selected period corresponds to an activity specified in a second record managed by the service.  
     
     
         9 . The method of  claim 8  wherein the second record includes one or more user appointments.  
     
     
         10 . The method of  claim 8  wherein the activity includes a vacation.  
     
     
         11 . The method of  claim 7  wherein the identifier includes a telephone number of a telephone from which the information assistance call originates.  
     
     
         12 . The method of  claim 7  wherein the identifier includes an ANI.  
     
     
         13 . A method for providing an information assistance service accessible by different devices, comprising: 
 receiving an information assistance call which originates from a device;    identifying one or more capabilities of the device; and    selecting one or more service features according to the one or more capabilities of the device to provide the information assistance service.    
     
     
         14 . The method of  claim 13  wherein the one or more capabilities include a capability of receiving information using a selected methodology, the one or more service features including sending information to the device using the selected methodology.  
     
     
         15 . The method of  claim 14  wherein the selected methodology includes a short message service (SMS).  
     
     
         16 . The method of  claim 14  wherein the selected methodology involves use of a wireless application protocol (WAP).  
     
     
         17 . The method of  claim 14  wherein the one or more service features include sending coupon information to the device.  
     
     
         18 . The method of  claim 14  wherein the one or more service features include sending travel directions to the device.  
     
     
         19 . The method of  claim 14  wherein the one or more service features are made part of options in a service menu in the course of providing the information assistance service.  
     
     
         20 . The method of  claim 14  wherein a charge for the service is a function of the one or more service features.  
     
     
         21 . A method for providing an information assistance service including a service feature, comprising: 
 allowing access by at least first and second parties to the service, the first and second parties being associated with an account established for utilizing the service;    receiving an information assistance call from a caller, the call including a request for the service feature;    in response to the request, determining whether the caller is one of the first and second parties;    if the caller is the first party, the caller being provided with the service feature without restriction; and    if the caller is the second party, a provision of the service feature to the caller being contingent upon meeting a security requirement instituted by the first party.    
     
     
         22 . The method of  claim 21  wherein the first party is responsible for payment of the account.  
     
     
         23 . The method of  claim 21  wherein the security requirement involves verification of a personal identification number (PIN).  
     
     
         24 . The method of  claim 21  wherein the service feature includes assisting the caller to conduct a transaction.  
     
     
         25 . The method of  claim 24  wherein the transaction includes a purchase.  
     
     
         26 . The method of  claim 21  wherein whether the caller is one of the first and second parties is determined based on voice characteristics of the caller, which are derived from an utterance of the caller in the call.  
     
     
         27 . The method of  claim 26  wherein the voice characteristics comprise a voice print.  
     
     
         28 . A method for providing sensitive information to conduct an agent-assisted transaction, comprising: 
 receiving a call from a caller through a first communication connection, the call including a request for conducting a transaction through an agent, the transaction involving a disclosure by the caller of sensitive and nonsensitive information;    eliciting by the agent nonsensitive information from the caller through the first communication connection; and    providing a data location for the caller to enter the sensitive information through a second communication connection.    
     
     
         29 . The method of  claim 28  wherein the sensitive information includes financial information.  
     
     
         30 . The method of  claim 29  wherein the financial information includes credit card information.  
     
     
         31 . The method of  claim 28  wherein the data location includes a location of a web page.  
     
     
         32 . The method of  claim 31  wherein the data location includes a uniform resource locator (URL).  
     
     
         33 . The method of  claim 28  wherein the data location is specified in an e-mail to the caller.  
     
     
         34 . The method of  claim 28  wherein the agent includes an information assistance service provider.  
     
     
         35 . The method of  claim 34  wherein the information assistance service provider includes an operator.  
     
     
         36 . A method for providing data synchronization through an information management service, comprising: 
 maintaining by the information management service a database associated with a user, the database being accessible by a plurality of devices which include data sources, respectively;    according a selected one of the plurality of devices a special status;    allowing the plurality of devices to download information from the database to revise data elements in the respective data sources thereof; and    allowing, based on the special status, the selected device to upload information to the information management service to update the database.    
     
     
         37 . The method of  claim 36  wherein the selected device includes a computer.  
     
     
         38 . The method of  claim 36  wherein at least one of the data elements includes appointment information.  
     
     
         39 . The method of  claim 36  wherein at least one of the data elements includes contact information.  
     
     
         40 . A method for providing an information assistance service, comprising: 
 receiving by a first service location a plurality of information assistance calls from a first geographic area;    determining a subset of the plurality of calls in which information is requested concerning a second geographic area associated with a second service location;    determining whether the number of calls in the subset exceeds a threshold; and    if the number of calls in the subset exceeds the threshold, the first service location automatically transferring at least one subsequent information assistance call from the first geographic area received thereby to the second service location to handle the call.    
     
     
         41 . The method of  claim 40  wherein the value of the threshold is a function of the number of the plurality of calls.  
     
     
         42 . The method of  claim 41  wherein the value of the threshold is a predetermined proportion of the number of the plurality of calls.  
     
     
         43 . A method for verifying an identity of a party by a provider of directory assistance, comprising: 
 maintaining, by the provider of directory assistance, a directory database containing records, each of which contains at least a telephone number and a name of a party;    receiving, by the provider of directory assistance, information concerning a selected party whose identity is to be verified, the information including at least a name and a telephone number associated with the selected party;    searching the directory database based on the received information; and    if a record in a search result includes data which corresponds to the received name and telephone number associated with the selected party, declaring a verification of the identity of the selected party.    
     
     
         44 . The method of  claim 43  being made part of validation of information concerning a financial instrument associated with the selected party.  
     
     
         45 . The method of  claim 44  wherein the financial instrument includes a credit card.  
     
     
         46 . A system for providing an information assistance service, comprising: 
 an interface for receiving an information assistance call by a caller, the call being received at a current service location;    a server for retrieving a record associated with the caller, the record including information concerning at least one preferred service location for handling the call;    a processor for determining whether the current service location corresponds to the preferred service location; and    a mechanism for routing the call to the preferred service location to handle the call if the current service location does not correspond to the preferred service location.    
     
     
         47 . The system of  claim 46  wherein the call is received along with signals for setting up the call, the signals containing an identifier identifying a communications device from which the call originates, the record being retrieved based on the identifier.  
     
     
         48 . The system of  claim 47  wherein the communications device includes a telephone.  
     
     
         49 . The system of  claim 48  wherein the identifier includes a telephone number.  
     
     
         50 . The system of  claim 48  wherein the identifier includes an ANI.  
     
     
         51 . The system of  claim 46  wherein the preferred service location is selected based on a rating thereof by the caller.  
     
     
         52 . A system for providing an information assistance service, comprising: 
 an interface for receiving an information assistance call from a caller, along with an identifier associated with a user of the service;    a server for retrieving a record based on the identifier, the record including information concerning at least one selected period in which the service is not provided; and    a processor for determining whether the call is received during the selected period; wherein if the call is received during the selected period, the caller is denied the service.    
     
     
         53 . The system of  claim 52  wherein the selected period corresponds to an activity specified in a second record managed by the service.  
     
     
         54 . The system of  claim 53  wherein the second record includes one or more user appointments.  
     
     
         55 . The system of  claim 53  wherein the activity includes a vacation.  
     
     
         56 . The system of  claim 52  wherein the identifier includes a telephone number of a telephone from which the information assistance call originates.  
     
     
         57 . The system of  claim 52  wherein the identifier includes an ANI.  
     
     
         58 . A system for providing an information assistance service accessible by different devices, comprising: 
 an interface for receiving an information assistance call which originates from a device;    a processor for identifying one or more capabilities of the device; and    a mechanism for selecting one or more service features according to the one or more capabilities of the device to provide the information assistance service.    
     
     
         59 . The system of  claim 58  wherein the one or more capabilities include a capability of receiving information using a selected methodology, the one or more service features including sending information to the device using the selected methodology.  
     
     
         60 . The system of  claim 59  wherein the selected methodology includes an SMS.  
     
     
         61 . The system of  claim 59  wherein the selected methodology involves use of a WAP.  
     
     
         62 . The system of  claim 59  wherein the one or more service features include sending coupon information to the device.  
     
     
         63 . The system of  claim 59  wherein the one or more service features include sending travel directions to the device.  
     
     
         64 . The system of  claim 59  wherein the one or more service features are made part of options in a service menu in the course of providing the information assistance service.  
     
     
         65 . The system of  claim 59  wherein a charge for the service is a function of the one or more service features.  
     
     
         66 . A system for providing an information assistance service including a service feature, the service being accessible to at least first and second parties, the first and second parties being associated with an account established for utilizing the service, the system comprising: 
 an interface for receiving an information assistance call from a caller, the call including a request for the service feature; and    a processor responsive to the request for determining whether the caller is one of the first and second parties; wherein if the caller is the first party, the caller being provided with the service feature without restriction, and if the caller is the second party, a provision of the service feature to the caller being contingent upon meeting a security requirement instituted by the first party.    
     
     
         67 . The system of  claim 66  wherein the first party is responsible for payment of the account.  
     
     
         68 . The system of  claim 66  wherein the security requirement involves verification of a PIN.  
     
     
         69 . The system of  claim 66  wherein the service feature includes assisting the caller to conduct a transaction.  
     
     
         70 . The system of  claim 69  wherein the transaction includes a purchase.  
     
     
         71 . The system of  claim 66  wherein whether the caller is one of the first and second parties is determined based on voice characteristics of the caller, which are derived from an utterance of the caller in the call.  
     
     
         72 . The system of  claim 71  wherein the voice characteristics comprise a voice print.  
     
     
         73 . A system for providing sensitive information to conduct an agent-assisted transaction, comprising: 
 an interface for receiving a call from a caller through a first communication connection, the call including a request for conducting a transaction through an agent, the transaction involving a disclosure by the caller of sensitive and nonsensitive information, the agent eliciting nonsensitive information from the caller through the first communication connection; and    a mechanism for providing a data location for the caller to enter the sensitive information through a second communication connection.    
     
     
         74 . The system of  claim 73  wherein the sensitive information includes financial information.  
     
     
         75 . The system of  claim 74  wherein the financial information includes credit card information.  
     
     
         76 . The system of  claim 73  wherein the data location includes a location of a web page.  
     
     
         77 . The system of  claim 76  wherein the data location includes a URL.  
     
     
         78 . The system of  claim 73  wherein the data location is specified in an e-mail to the caller.  
     
     
         79 . The system of  claim 73  wherein the agent includes an information assistance service provider.  
     
     
         80 . The system of  claim 79  wherein the information assistance service provider includes an operator.  
     
     
         81 . A system for providing data synchronization through an information management service, comprising: 
 a database associated with a user, the database being maintained by the information management service, and accessible by a plurality of devices which include data sources, respectively, a selected one of the plurality of devices being accorded a special status; and    a mechanism for allowing the plurality of devices to download information from the database to revise data elements in the respective data sources thereof, and allowing, based on the special status, the selected device to upload information to the information management service to update the database.    
     
     
         82 . The system of  claim 81  wherein the selected device includes a computer.  
     
     
         83 . The system of  claim 81  wherein at least one of the data elements includes appointment information.  
     
     
         84 . The system of  claim 81  wherein at least one of the data elements includes contact information.  
     
     
         85 . A system for providing an information assistance service, comprising: 
 an interface for receiving by a first service location a plurality of information assistance calls from a first geographic area;    a processor for determining a subset of the plurality of calls in which information is requested concerning a second geographic area associated with a second service location; and    a mechanism for automatically transferring at least one subsequent information assistance call from the first geographic area received by the first service location to the second service location to handle the call if the number of calls in the subset exceeds the threshold.    
     
     
         86 . The system of  claim 85  wherein the value of the threshold is a function of the number of the plurality of calls.  
     
     
         87 . The system of  claim 86  wherein the value of the threshold is a predetermined proportion of the number of the plurality of calls.  
     
     
         88 . A system for verifying an identity of a party by a provider of directory assistance, comprising: 
 a directory database maintained by the provider of directory assistance, the directory database containing records, each of which contains at least a telephone number and a name of a party;    an interface for receiving information concerning a selected party whose identity is to be verified, the information including at least a name and a telephone number associated with the selected party; and    a server for searching the directory database based on the received information, wherein if a record in a search result includes data which corresponds to the received name and telephone number associated with the selected party, a verification of the identity of the selected party is declared.    
     
     
         89 . The system of  claim 88  wherein the verification of the identity is part of validation of information concerning a financial instrument associated with the selected party.  
     
     
         90 . The system of  claim 89  wherein the financial instrument includes a credit card.