Patent Document

RELATED APPLICATION 
       [0001]    This application claims the benefit of priority from U.S. Provisional Patent Application No. 61/065,298, filed on Feb. 8, 2008, the entirety of which is incorporated by reference. 
     
    
     BACKGROUND 
       [0002]    1. Field of the Invention 
         [0003]    This application relates to directory assistance. More particularly, the application relates to call handling features for directory assistance. 
         [0004]    2. Discussion of Prior Art 
         [0005]    In directory assistance, such as telephonic directory assistance, a caller or requester contacts the system seeking contact information for a desired listing. The desired listing may be a particular listing or a generic request for any listing from a particular category (ie. hardware store, Chinese restaurant, etc . . . ) 
         [0006]    During typical directory assistance call flows the user must be connected to an agent (live or automated) and go through a request process. The time used to handle the request is a significant factor in determining the overall call flow speed for a call center. Additionally, this time is usually considered by the caller/requester to be a nuisance for the longer the process, the lower the customer satisfaction. 
       SUMMARY  
       [0007]    The present invention looks to overcome the drawbacks associated with the prior art, and to provide a system and method for improving directory assistance request handling speed for at least a portion of requests received by the system. 
         [0008]    In one arrangement, the directory assistance system records a request and associated listing(s) provided in a request record which is associated with a particular requester. This record is stored for a predetermined time period. Thereafter, when the same requester contacts the directory assistance system within the given time frame, and they are identified by an identifier, their last directory request is immediately recalled and an automated response is provided to the requester inviting them to by-pass a normal directory query and proceed directly to re-connection with the prior listing. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0009]    The present invention can be best understood through the following description and accompanying drawings, wherein: 
           [0010]      FIG. 1  shows a directory assistance system in accordance with one embodiment; 
           [0011]      FIG. 2  is an illustration of a request record, in accordance with one embodiment; and 
           [0012]      FIG. 3  is a flow diagram of a request, in accordance with one embodiment. 
       
    
    
     DETAILED DESCRIPTION  
       [0013]    In one embodiment, as shown in  FIG. 1 , a directory assistance system  2  is shown.  FIG. 1  shows an exemplary directory assistance handling center of the system  2 . However, it is understood that many similar call centers may be geographically remote, but connected to one another forming system  2 . For the purposes of illustration, all request handlings are shown with respect to one handling center of system  2 , but it is understood that any action described herein may be made at any request handling center within system  2 . 
         [0014]    System  2 , has a request handling module  10  configured to receive incoming requests to directory assistance system  2 . In one typical arrangement, request handling module  10  is configured to be a typical telephone call handling equipment for handling incoming requests from requesters  4  initiated by telephone. Additionally, it is contemplated that request handling module  10  may be configured to handle any form of incoming communication including, but not limited to HTML, SMS, chat (IM) format, WAP, VOIP communications, etc . . . 
         [0015]    As shown in  FIG. 1 , system  2  includes an agent platform  12  which is either one of a live agent arrangement, an automated platform or a combination of the two. Agent platform  12  is configured to receive incoming requests, generated by requesters  4 , from request handling module  10 . A typical directory assistance request may be for a specific contact information such as the telephone number for XYZ restaurant, or it may be for a category type search, such as for “a hardware store.” 
         [0016]    Agent platform  12  reviews the request and attempts to serve the request by searching in listing database  14 . As shown, listing database  14  is shown as a single database within system  2 . However, it is understood that database  14  may be a combination of connected databases, being both proprietary or third party supported, which may be located within system  2  itself or remotely. Listing database  14  is configured to contain sufficient contact information allowing requester  4  to connect to the desired listing, including, but not limited to, telephone numbers, addresses, e-mail information, web addresses, etc . . . After agent application reviews the request, one or more contact information(s) are provided to requester  4  in response as discussed in more detail below. 
         [0017]    In one arrangement, as shown in  FIG. 1 , agent platform  12  is coupled to a second record database  16  which is used to track the history of requester  4  requests and the associated contact information provided. 
         [0018]    For example,  FIG. 2  shows an exemplary request record  30  associated with a particular requester  4 . It is contemplated that when requester  4  contacts system  2  via request handling module  10 , an requester identifier  32  is associated with the request. Identifier  32  is typically associated with a device of the requester such as the ANI (Automatic Number Identification), MIN (Mobile Identification Number), DID (Direct Inward Dialing), IP (Internet Protocol) address, etc . . . 
         [0019]    Record  30 , stored in record database  16  also includes a time entry  34  associated with the time the request was handled (either start or completion time or both), as well as a listing provided entry  36 . Listing provided entry  36  relates to the listing information that was provided to requester  4  in response to their query. Typically, each of the listings in listing database  14 , in addition to the contact information, have some basic database record identifier associated therewith. It is contemplated that listing provided entry  36  in record  30  may store the contact information itself, the basic database record for that listing information or some combination of the two. 
         [0020]    As shown in  FIG. 1 , system  2  further maintains incoming request tracking module  20  which is coupled to both request handling module  10  as well as to record database  16 . Request tracking module is configured to review requester identifiers  32  from new requests entering system  2  from requesters  4  and to check to see if there are corresponding records  30  in record database  16  with the same request identifiers  32  from stored prior requests. If a record  30  is found with the same request identifier  32  as a new incoming request, tracking module may pull the record and offer reconnection to the listing in listing entry  36  of record  30  prior to the request being forwarded to agent platform  12  as described below. 
         [0021]    Turning to the operational flow of system  2 ,  FIG. 3 , shows the request flow for a typical request sent to system  2 . At step  100 , a requester  4  generates a request and delivers it to request handling module  10  of system  2 . For the purposes of illustrating the salient features, this request is described in the form of a telephone call. However, as noted above, the request may be in one of many different. electronic formats. 
         [0022]    At step  102 , agent platform  12  receives the request and searches for a desired listing or listing(s) in listing database  14 . Once a listing is retrieved it is delivered to requester back via request handling module  10 . 
         [0023]    During and/or after this process, at step  104 , agent platform  12  generates record  30  of the request, as described above, and stores it in record database  16  for a predetermined amount of time. 
         [0024]    Next, it is assumed that the same requester  4  is contacting system  2  to make a subsequent request. At step  200 , requester  4  contacts request handling module  10  of system  2 . At step  202 , prior to the request being forwarded to agent platform  12 , incoming request tracking module  20  reviews the request, and particularly the identifier  32  associated with the request and compares it against records  30  stored in record database  16 . 
         [0025]    If there is no matching record, the request proceeds to agent platform  12  and is handled as per steps  102  and  104  described above. However, if a matching record is found, then at step  204 , the requester  4  is immediately offered in, an automated manner, the ability to re-connect to the stored listing in listing entry  36  of record  30 . If the user accepts then at step  206 , request handling module  10  can either re-send the listing to requester  4  or re-connect them (call completion). It is contemplated that the manner for call handling may be set by stored requester preferences that are stored within system  2 . If the user does not choose to re-connect to listing  36  in record  30 , then again, the request is handled as per steps  102  and  104  above. 
         [0026]    It has been found that on many occasions, requesters  4  that re-contact system  2  within a short period of time typically request the same listing as before. The above described arrangement, provides an automated system to immediately handle such reconnections without requester  4  even needing to indicate such a desire and likewise without in any way time burdening agent platform  12 . 
         [0027]    In one arrangement, records  30  in record database  16  are stored for 30 minutes (based on time entry  34  in record  30 ). This amount of time correlates to a typical amount of time requesters  4 , that re-connect to system  2 , desire to re-connect to the same listing  36 . 
         [0028]    In another arrangement, records  30  may be stored for different periods. In one example, records  30  may be stored for lesser time (eg. 15 minutes) or greater time (45 minutes) if it is found to produce more desirable results in the form of time saving on the agent platform  12  end versus the processing time for incoming request tracking module  20  to sift through records  30  in record database  16 . 
         [0029]    In another arrangement, records  30  may be stored for differing amounts of time, on an identifier-by-identifier basis. For example, system  2  may store records  30  for 45 minutes for requests that originated from mobile devices (as determined by device identifier  32 ), whereas calls from landline devices (as determined by device identifier  32 ) are only stored for 30 minutes. Also, if it is found that a particular requester  4  is requesting the same listing on a subsequent call/request about 1 hour after an initial request, records for that particular identifier  32  (associated with the particular requester  4 ) may be stored in record database  16  for an hour or an hour and fifteen minutes. 
         [0030]    In another arrangement, in the case where requests from requester  4  are electronic, such as by SMS, and where system  2  switch time is less of a factor, it is possible that multiple records  30  within the predetermined time frame may be stored in record database  16 . When SMS requester  4  re-connects to request handling module  10 , incoming request tracking module  20  may push an SMS to requester  4  with two recent listings from record  30  prior to forwarding any requests onto agent platform  12 . 
         [0031]    Based on the above arrangement, directory assistance system  2  is able to reduce the number of incidences of requests being handled by the agent platform  12 . At the same time, this arrangement also benefits requester  4  by pushing a listing to them immediately upon re-connection in instances where it is likely that they are desiring the same listing as before, obviating the need to even begin making an actual query. 
         [0032]    While only certain features of the invention have been illustrated and described herein, many modifications, substitutions, changes or equivalents will now occur to those skilled in the art. It is therefore, to be understood that this application is intended to cover all such modifications and changes that fall within the true spirit of the invention.

Technology Category: 5