Technique for effectively providing personalized communications and information assistance services
View Patent ↗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.
1. A method for providing an information assistance service accessible by different devices, comprising:
receiving an information assistance call from a caller which originates from a device;
identifying one or more capabilities of the device;
providing to said device an information requested; during said call, eliciting by the agent nonsensitive information from the caller through a first communication connection and generating an order template including said nonsensitive information; and
providing a web page data location for the caller where said caller can connect to said page and enter a sensitive financial information through a second communication connection into the existing order template already including said nonsensitive information;
accessing a plurality of advertising information items, said advertising information items being in a plurality of different formats;
selecting one advertising information item among the plurality of accessed advertising information items to be delivered to said device, wherein said selection of said one advertising information item is based on, at least in part, said identified one or more capabilities of said device.
2. The method as claimed in claim 1 , wherein said providing of said information assistance further includes the step of providing a location information displayed graphically on the device.
3. The method as claimed in claim 1 , wherein a user of said device is charged a discount rate for said information assistance service in exchange for accepting coupons.
4. The method as claimed in claim 1 , wherein said advertising information item delivered to said device, allows for interaction by a user of said device.
5. The method as claimed in claim 4 , wherein said interaction allowed on said advertising information item includes providing command options related to additional directory assistance service options beyond the provided information requested.
6. The method as claimed in claim 1 , wherein said advertising information item is selected among a plurality of available advertising information items, based on content of said user's information assistance request.
7. The method as claimed in claim 6 , wherein said content of said user's information assistance request is stored in a user profile.
8. A method for providing an information assistance service accessible by different devices, comprising:
receiving a call from a caller which originates from a device;
identifying one or more capabilities of the device;
identifying one or more aspects of a personal profile of a user of said device;
providing to said device an information requested; during said call, eliciting by the agent nonsensitive information from the caller through a first communication connection and generating an order template including said nonsensitive information; and
providing a web page data location for the caller where said caller can connect to said page and enter a sensitive financial information through a second communication connection into the existing order template already including said nonsensitive information;
accessing a plurality of advertising information items, said advertising information items being in a plurality of different formats;
selecting one advertising information item among the plurality of accessed advertising information items to be delivered to said device, wherein said selection of said one advertising information item is based on at least in part, said identified one or more capabilities of said device and in accordance with said profile.
9. The method as claimed in claim 8 , wherein said advertising information item is an electronic coupon delivered to said device.
10. The method as claimed in claim 9 , wherein said coupon, provided to said device, allows for interaction by a user of said device.
11. The method as claimed in claim 10 , wherein said interaction allowed on said coupon includes providing command options related to additional directory assistance service options beyond the provided information requested.
12. The method as claimed in claim 8 , wherein said advertising information items are sent on a periodic basis apart from direct response to said received information assistance requests.
13. The method as claimed in claim 8 , wherein said advertising information items are delivered to said device in manner specified in said personal profile of a user of said device.
14. The method as claimed in claim 13 , wherein said profile includes at least two different manners of delivery of said advertising information item, wherein said manners of delivery are ranked by preference.
15. The method as claimed in claim 14 , wherein said step of delivery of said advertising information item includes delivering said advertising information item in a manner of delivery that is highest ranked, and if said delivery is unsuccessful, delivering said advertising information item in accordance with the next highest preference.