Patent ID: 7929952
Filing Date: 2011-04-19
Classification: G06Q

Abstract:
1. A method for providing a service with a provider over a converged channel including an assisted service channel and a self-service channel, the method comprising: initiating a service session for a user by providing at least one of the assisted service channel and the self-service channel; determining content parameters for use in assembling user profile information requests based on one or both of a service requested by the user and a service provided to the user during the initiated service session; requesting user profile information based on the content parameters from a plurality of heterogeneous data sources, wherein one or more of the heterogeneous data sources is a third party profile service having a relationship with the user independent of the provider, the third party profile service being accessible by way of an external website which requires authentication by the user to provide user profile information; receiving user profile information from at least one of the heterogeneous data sources; wherein the determining, requesting, and receiving steps are performed during the service session; aggregating the received user profile information after the receiving step is performed; capturing session information associated with the service session; creating a session message including at least a portion of the aggregated user profile information and at least a portion of the session information; and forwarding the session message to a user agent for use in the assisted service channel.