Technique for effectively collecting and analyzing data in providing information assistance services
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United States of America Patent
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May 8, 2012
Grant Date -
Dec 23, 2004
app pub date -
Jul 26, 2004
filing date -
Jan 17, 2002
priority date (Note) -
Expired
status (Latency Note)
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Abstract
In an information/call center where calls are received, requesting information concerning entities, goods and services, directions to a given destination, etc., data is collected in processing such calls. In accordance with the invention, the collected data is analyzed to generate dynamic data to supplement and/or improve the traditional databases, typically searched by an operator for responses to the information requests. In providing a public information assistance service, such dynamic data may concern, e.g., the most popular movies, restaurants, requested categories, etc. In providing a personalized information assistance service, such dynamic data may concern, e.g., previous telephone connections made for a subscriber, the most popular telephone connections requested by a subscriber, etc. In addition, based on the past search behavior, “fuzzy” logic is developed for correlating between search terms. When one search term is used in a search, the correlated search term may be suggested for adoption, in accordance with the fuzzy logic.
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