Personalized assistance system and method

Abstract

The present invention is a personalized assistance system for a user of a telephone, comprised of a first database, the first database having a contact list for the user. The contact list includes at least one contact name and a corresponding contact number and including the user's electronic commerce information. A telephone identification code is uniquely associated with the telephone and electronically transmitted to the personalized assistance system, when the user calls the system. A customer service representative terminal, coupled to the database and the telephone hardware are provided where the telephone identification code prompts automatic retrieval of the contact list to the customer service representative terminal in response to processing the telephone identification code. The customer service representative terminal obtains the electronic commerce information in response to a user request to perform an electronic commerce transaction.

Description

CROSS REFERENCE TO RELATED APPLICATIONS [0001] This application is a continuation of U.S. patent application Ser. No. 10 / 719,987 filed on Nov. 21, 2003, which is in turn a continuation of U.S. Pat. No. 6,668,055 issued on Dec. 23, 2003, which in turn is a continuation application of U.S. Pat. No. 6,404,884, issued on Jun. 11, 2002, which in turn claims the benefit of priority from U.S. Provisional Application No. 60 / 158,311, filed Oct. 8, 1999, the contents of which are all incorporated herein by reference.BACKGROUND OF THE INVENTION [0002] The present invention relates to communications, and more particularly, to a system and method which provides personalized assistance by allowing a user to preprogram a contact database such that the user can quickly reach a live customer service representative who can search the personalized database and connect the user to his or her desired destination or arrange to perform a service or purchase an item. [0003] Society's demand for virtually i...

AI Technical Summary

Benefits of technology

"The present invention provides a system that allows users to easily make calls to destinations without needing to remember the number or recall the contact's phone number. It also allows users to create and update their personal contact lists and synchronize them with a master database. The invention includes a personalized assistance system that searches a database to find the contact number based on the user's query and connects the user to the contact. The invention also provides a method for translating dial strings and searching a database to find the contact number. Overall, the invention simplifies the process of making calls and maintaining contact lists."

Problems solved by technology

While the contact data may be available to the user, the data may not be readily accessible, or may be voluminous, thereby requiring the user to search through the contact data in order to determine the telephone number of the person they wish to reach.

This arrangement is dangerous and inefficient.

The environmental conditions surrounding the individual's use of the telephone, whether cellular or wire-based, does not always lend itself to easy retrieval of telephone numbers and contact information.

This is often difficult when the user is driving an automobile, or is in another situation which demands their entire undivided attention.

In other words, an individual typically cannot employ the use of voice activated dialing if they use a telephone or device which is not equipped to recognize their speech pattern.

Network-based voice recognition systems are also cumbersome to use.

Their operability is unreliable, and these systems are difficult and cumbersome to configure.

In addition, these systems offer limited functionality, typically serving as mere dialing units.

Voice activated dialing technology, therefore, limits the flexibility of a user to contact another person or arrange for the performance of personal services.

However, these technologies do not allow the individual a quick, safe and efficient way to initiate contact with another from any location which supports cellular or wire-based telephony.

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