Enhancing information delivery to a called party
View Patent ↗A facilitation and enhancement of interactions between a caller and a called party, such as a call center. The enhancement of interactions between a mobile device caller and a call center is by the communication of the mobile device caller's location and/or preferences to the call center. The communication can be in the form of a data structure stored on a computer-readable storage device, which may be transmitted from the mobile device caller to a call center controller. The data structure contains a caller identification entry, which allows the call center to match the data structure with a caller. In addition, a caller context entry associates additional data to the caller identification entry. The additional data includes at least one preference and/or location of the caller. Processor-based methods are disclosed to create, transmit, and/or utilize the data structure.
1. A processor-based method for playing cached information to a another party during a phone conversation with the other party, the method comprising:
prior to the phone conversation, caching personal information received from a user of a mobile device;
utilizing a wireless telecommunications network to participate in the phone conversation with the other party, wherein the utilizing includes:
sending audio to the other party via an outbound audio channel; and
receiving audio from the other party via an inbound audio channel;
receiving a command from the user of the mobile device to deliver the cached personal information to the other party during the phone conversation; and
automatically delivering by a processor, in response to the received command, at least a portion of the cached personal information to the other party via the outbound audio channel.
2. The method of claim 1 ,
wherein the cached personal information is recorded audio, and
wherein the delivering includes transmitting at least a portion of the recorded audio to the other party.
3. The method of claim 1 ,
wherein the cached personal information is recorded text, and
wherein the delivering includes:
synthesizing speech for at least a portion of the text; and
transmitting the synthesized speech to the other party.
4. The method of claim 1 , wherein the cached personal information includes the user's name and the user's social security number.
5. The method of claim 1 , wherein the command from the user is received on a graphical user interface of the mobile device.
6. The method of claim 5 ,
wherein the caching information includes caching multiple pieces of personal information,
wherein the method further includes providing, via the graphical user interface, options for the user to select a cached piece of personal information to deliver, and
wherein the delivering includes delivering the selected cached piece of personal information to the other party.
7. The method of claim 1 , further comprising:
verifying the authenticity of the user with voice biometrics,
wherein the verifying occurs prior to the automatically delivering.
8. The method of claim 1 , further comprising:
muting a speaker and/or a microphone of the mobile device during the automatically delivering.
9. The method of claim 1
wherein the caching personal information received from a user of a mobile device occurs automatically during a previous phone call to the other party.
10. The method of claim 1 , further comprising:
performing audio to text conversion of commands from an interactive voice response system;
analyzing the text to determine information requested;
sending the requested information by the audio channel.
11. A non-transitory computer-readable medium encoded with instructions that, when executed by a processor, perform a method for sending cached information to another party during a phone conversation, the method comprising:
prior to the phone conversation, caching personal information received from a user of a mobile device;
utilizing a wireless telecommunications network to participate in the phone conversation with the other party, wherein the utilizing includes:
sending audio to the other party via an outbound audio channel; and
receiving audio from the other party via an inbound audio channel;
receiving a command from the user of the mobile device to deliver the cached personal information to the other party during the phone conversation; and
automatically delivering by a processor, in response to the received command, at least a portion of the cached personal information to the other party via the outbound audio channel.
12. The non-transitory computer-readable medium of claim 11 ,
wherein the cached personal information is recorded audio, and
wherein the delivering includes transmitting at least a portion of the recorded audio to the other party.
13. The non-transitory computer-readable medium of claim 11 ,
wherein the cached personal information is recorded text, and
wherein the delivering includes:
synthesizing speech for at least a portion of the text; and
transmitting the synthesized speech to the other party.
14. The non-transitory computer-readable medium of claim 11 , wherein the cached personal information includes the user's name and the user's social security number.
15. The non-transitory computer-readable medium of claim 11 , wherein the command from the user is received on a graphical user interface of the mobile device.
16. The non-transitory computer-readable medium of claim 11 ,
wherein the caching information includes caching multiple pieces of personal information,
wherein the method further includes providing, via the graphical user interface, options for the user to select a cached piece of personal information to deliver, and
wherein the delivering includes delivering the selected cached piece of personal information to the other party.
17. The non-transitory computer-readable medium of claim 11 , the method further comprising:
verifying the authenticity of the user with voice biometrics,
wherein the verifying occurs prior to the automatically delivering.
18. The non-transitory computer-readable medium of claim 11 , the method further comprising:
muting a speaker and/or a microphone of the mobile device during the automatically delivering.
19. The non-transitory computer-readable medium of claim 11 ,
wherein the caching personal information received from a user of a mobile device occurs automatically during a previous phone call to the party.
20. The non-transitory computer-readable medium of claim 11 , the method further comprising:
performing audio to text conversion of commands from an interactive voice response system;
analyzing the text to determine information requested;
sending the requested information by the audio channel.