WO2001011499A1 - Technique et dispositif d'acces a l'information - Google Patents

Technique et dispositif d'acces a l'information Download PDF

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Publication number
WO2001011499A1
WO2001011499A1 PCT/US2000/021135 US0021135W WO0111499A1 WO 2001011499 A1 WO2001011499 A1 WO 2001011499A1 US 0021135 W US0021135 W US 0021135W WO 0111499 A1 WO0111499 A1 WO 0111499A1
Authority
WO
WIPO (PCT)
Prior art keywords
information
customer
network
destination
query
Prior art date
Application number
PCT/US2000/021135
Other languages
English (en)
Original Assignee
Xertus Synergistics, Llp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Xertus Synergistics, Llp filed Critical Xertus Synergistics, Llp
Priority to AU63974/00A priority Critical patent/AU6397400A/en
Priority to EP00950951A priority patent/EP1222571A1/fr
Priority to CA002381320A priority patent/CA2381320A1/fr
Priority to JP2001516080A priority patent/JP2003506989A/ja
Publication of WO2001011499A1 publication Critical patent/WO2001011499A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4936—Speech interaction details
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/355—Interactive dialogue design tools, features or methods
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier

Definitions

  • Page 18 is replaced due to a change in pagination but no amendments have been made.
  • this invention is directed to an apparatus and method for providing information to a Customer by accessing an information retrieval system via a Recall Number: inputting Keywords into the information retrieval system as a query to obtain such information; automatically routing the query through the system to a Destination Number corresponding to a Final Destination, wherein the information may be accessed: and retrieving the information from the Final Destination.
  • the system utilized herein may take any appropriate form, preferably, the system comprises a telephonic information retrieval system or computerized network.
  • a client (“Client”) and a provider (“Provider”) enter into a service agreement ("Agreement"), wherein the Client lists a set of words or other designation which enables the system of this invention to process a Customer's request (“Keywords”), in. for example. English or any another language or languages, corresponding to words or other designations that a customer (“Customer”) would use to search for information on the Client, and Client lists one or more telephone numbers or other contact identifier ("Destination Number(s)”) or additional Keywords for each Keyword. The additional Keywords further narrow the type of information requested. The Destination Numbers provide information on that Keyword.
  • Keywords telephone numbers or other contact identifier
  • the Provider provides an easy to remember telephone number(s) ("Recalled Number(s)”), which may or may not alphanumerically correspond to a word or phrase, and access to a system comprising one or more private branch exchange (PBX), preferably Nortel Meridian One 61 C model in connection with one or more automatic speech recognition computer systems ("ASR"), preferably Liaison from Locus Dialogue Limited.
  • PBX private branch exchange
  • ASR automatic speech recognition computer systems
  • the PBX includes but is not limited to one of a private branch exchange. a Key Service Unit and Centrex Custopak System.
  • the ASR is a system with the ability to audibly detect human speech and parse that speech in order to generate a string of words, sounds or phonemes to represent what has been said.
  • Natural Language Processing is the ability of the ASR to process the string of words, sounds or phonemes and understand the meaning.
  • One or more of the PBX is connected to a telephone network ("Telephone
  • the Telephone Network may comprise any suitable configuration, in a preferred embodiment, the Telephone Network provides dialed number identification service (“DNIS”) and automatic number identification (“ANI”) systems, the ANI identifies from where the Call came, and the DNIS identifies which Recalled Number the Customer used, and informs the PBX.
  • DNIS dialed number identification service
  • ANI automatic number identification
  • the ANI allows the Provider to determine the geographical contact center if Client prefers distribution of inquiries geographically or will only serve inquiries from a specific geographical area.
  • the Client and/or the Provider may advertise the Recalled Number as a telephone number to call for information.
  • the Customer looking for information, recalls and calls the Recalled Number.
  • the Telephone Network takes the Call, generates information with the ANI/DNIS, and transfers this information to the PBX.
  • the PBX and ASR are employed in connection with one or more Recalled Numbers.
  • the PBX and ASR work together to prompt the Customer for a Keyword, preferably with a recorded human voice, and notify the Telephone Network of the Destination Number.
  • the Telephone Network connects the Customer's Call ultimately to the Destination Number's site ("Final Destination"). Finally, the Customer receives the information requested from the
  • the Provider provides a Recalled Number or Recalled Numbers, which may or may not alphanumerically correspond to a word or phrase, and access to a system comprising one or more ASR's. which may or may not be a part of a Telephone Network.
  • the system does not include a PBX but further comprises a Telephone Network as described above.
  • the Client and/or the Provider may advertise the Recalled Number as a telephone number to call for information.
  • the Customer looking for information, recalls and calls the Recalled Number.
  • the Telephone Network takes the Call, generates information with the ANI/DNIS and transfers the information to the ASR.
  • the ASR is employed in connection with one or more Recalled Numbers.
  • the ASR works to prompt the Customer for a Keyword, preferably with a recorded human voice, and notify the Telephone Network of the Destination Number.
  • the Telephone Network connects the Customer's Call ultimately to the Destination Number's site or Final Destination. Finally, the Customer receives the information requested from the Final Destination.
  • the Recalled Number is an easy to remember computer network ("Computer Network") address
  • the Destination Numbers are Computer Network addresses
  • the Final Destination is a Computer Network site.
  • the Computer Network in this embodiment includes, but is not limited, to the Internet, a corporate intranet, a government intranet, or online services.
  • the Call is a request for information on the Computer Network and the Call is routed through the Computer Network via. for example, a computer or other information, storage, retrieval, and dissemination device.
  • the invention iteratively one or more times, prompts the Customer for more specific Keywords and results in a connection to a discrete Final
  • Destination such as a website on the Internet.
  • Figure 1/14 is a flowchart of an embodiment of the invention, which displays the steps in the inventive process.
  • Figure 2/14 teaches the flow of information among the elements of one embodiment of the invention, such as the embodiment depicted in Figure 1/14.
  • Figures 3/14, 4/14, and 5/14 are a flowchart of yet another embodiment of the invention, which details the steps of the inventive process.
  • Figures 6/14. 7/14, 8/14 and 9/14 are a flowchart of another embodiment of the invention, which comprises a Computer Network.
  • Figure 10/14 is a flowchart of yet another embodiment of the invention, which displays the steps of the inventive process.
  • Figure 1 1/14 teaches the flow of information among the elements of one embodiment of the invention, such as the embodiment depicted in Figure 10/14.
  • Figures 12/14. 13/14 and 14/14 are a flowchart of yet another embodiment of the invention, which details the steps of the inventive process.
  • the Client and/or the Provider advertise an easy to remember telephone number ("Recalled Number").
  • a Customer encounters the Recalled Number and at some time after being exposed to the Recalled Number, the Customer requires information relevant to one or more of the Client's company, product, and/or product line.
  • the Customer recalls the Recalled Number, calls the Recalled Number (the "Call"), and submits a Keyword or Keywords to the Telephone Network (1).
  • the Call is received by the Telephone Network and the Telephone Network passes information regarding the DNIS and ANI to the PBX.
  • the PBX communicates with the ASR.
  • the ASR uses the DNIS information to determine which Recalled Number was called and thus, which prompt to use. as the ASR in turn communicates with the Customer, asking for a Keyword.
  • a Recalled Number is associated with a particular prompt, such as, for example, in one embodiment the prompt may be "What information would you like today?", and another Recalled Number may use the prompt for a different question, in another embodiment "Hello! How may I direct your call?".
  • the Keywords preferably comprise one or more company names, product names, product lines and other words.
  • the ASR transfers the prompt to the PBX, which in turn passes the prompt to the Telephone Network and ultimately to the
  • step two (2) the ASR determines or associates the Destination Number with the Keyword entered into the system by the Customer, and provides the Destination Number to the PBX.
  • the PBX communicates with the Telephone Network, the Telephone Network connects the Call with the Destination Number and the Call arrives at the Final Destination in step three (3) at which point the Customer may receive the desired information from the Final Destination.
  • the Customer (14) recalls the Recalled Number and places a telephone call ("Call") (4) to the Recalled Number.
  • the Call is routed via communication lines, including but not limited to, telephone lines, and satellite transmissions, to the Telephone Network (12).
  • the Telephone Network (12) has the ability to identify which Recalled Number was dialed (e.g. the DNIS) and from where the Call (4) came (e.g. the ANI).
  • the Telephone Network (12) creates an ANI/DNIS (5) for the Call (4) and transfers the ANI/DNIS (5) to a PBX (13).
  • the PBX (13) interprets the ANI/DNIS (5), generates Encoded Data (6) and transfers Encoded Data (6) to an automatic speech recognition system.
  • ASR (126).
  • the ASR (126) interprets Encoded Data (6), and prompts the Customer (14) through the PBX ( 13) and the Telephone Network ( 12) for a Keyword (7).
  • the Prompt (7) is a recording of a human voice.
  • the Customer (14) speaks or enters in another manner a Reply (8), which Reply (8) may or may not be one or more Keywords, through the Telephone Network (12) and the PBX (13), which communicate the Reply (8) to the ASR (126).
  • the ASR (126) contains a processor that uses stored information to interpret the Reply (8) to determine if the Reply (8) includes Keywords, and to correlate the Keywords, if any, to specific telephone numbers (e.g. Destination Numbers) which connect to a site where information relating to the Keywords can be found (e.g. Final Destination (15)) or to an additional prompt for more specific information.
  • the ASR (126) receives and interprets the Keyword or Keywords.
  • the ASR (126) produces a Coded Destination Number (9), which Coded Destination Number (9) includes the relevant Destination Number and transfers the Coded Destination Number (9) to the PBX (13).
  • the PBX (13) receives the Coded Destination Number (9). adds data to the Coded Destination Number (9), which becomes a Character String (10). said data and said Character String (10) are used to inform the Telephone Network (12) of the Destination Number for the Call (4). and transfers the Character String (10) to the Telephone Network (12). Once the Telephone Network (12) receives the
  • the Telephone Network (12) interprets the Character String (10) and forwards the Call (4) to the Final Destination (15), at which point the Customer (14) may receive the desired information.
  • Figures 3/14. 4/14 and 5/14 demonstrate the steps of yet another preferred embodiment of the invention.
  • Client and Provider agree to provide the ability to access information to Customers through, for example, a service agreement in
  • Step (21) Provider agrees to. among other things, provide Client and
  • Client's Customers with access to a Recalled Number Client creates a list of
  • Keywords correlated with other Keywords and telephone numbers
  • Client or Provider may advertise (the "Advertisement") the Recalled Number in any media in Step (16).
  • the Advertisement may or may not contain or be associated with one or more of the Keywords provided by Client.
  • a person or entity (“Customer") becomes aware of the Recalled Number in some manner, including but not limited to encountering the advertisement, and word of mouth.
  • Customer requires information from one or more Clients, and remembers the Recalled Number. Customer decides to call the Recalled Number in Step (19) and calls the Recalled Number in
  • Step (20) Although a preferred embodiment utilizes rotary and touch-tone telephones for access to the system, the invention may be practiced with cellular, wireless or any other suitable communication system.
  • Step (24) the Call proceeds through communication lines, most preferably Tl Integrated Services Digital Network (ISDN), or T3 telephones lines, or satellite, to the Telephone Network and through the Telephone Network to the PBX.
  • ISDN Integrated Services Digital Network
  • ANI Automatic Number Identification
  • Step (26) the Telephone Network awaits instructions from the PBX in Step (26).
  • the PBX interprets the DNIS and ANI in Step (27), and generates encoded data regarding the DNIS and ANI, transfers the Call and Encoded Data to an Automatic Speech Recognition System (ASR), including but not limited to a computer system in Step (28).
  • ASR Automatic Speech Recognition System
  • Step (29) the ASR receives and processes the Encoded Data: the ASR notes which Recalled Number was dialed, from the DNIS information in the Encoded Data; and the ASR prompts the Customer through the PBX and the Telephone Network to enter, preferably vocally or by other suitable means, a word associated with the company, product, product line or any information inquiry ("Keyword").
  • the ASR receives the Customer's reply through the Telephone Network and the PBX and checks the Database in the ASR to see if the Customer's reply is a Keyword in Step (30).
  • Step (31 ) When the Customer's reply is a Keyword in Step (31 ). the ASR attempts to match the Keyword with a Destination Number in the Database in Step (32).
  • ASR generates a Coded Destination Number. comprising the Destination Number, and transfers the Coded Destination Number to the PBX in Step (53).
  • the PBX generates a Character String, which preferably contains up to two alphanumeric characters and the Destination Number in Step (54).
  • the Character String alerts the Telephone Network for taking back and transferring the Call.
  • the Telephone Network is signaled, preferably electronically, by the PBX. and receives the Character String.
  • the Telephone Network sends the Call via the Destination Number to the
  • Step (56) The Call is then connected to the Final Destination in Step (57).
  • the ASR prompts the Customer, preferably through the PBX and the Telephone Network, to enter, preferably vocally, a more specific
  • Step (37) The ASR receives the Customer's reply through the Telephone Network and the PBX and checks the Database to see if the Customer's reply is a Keyword in Step (38). If there is a match at Step (38), the process proceeds as described above in Step (53) of Figure 4/14.
  • the ASR counts the number of times which Customer has been prompted at Step (40).
  • the Provider has previously determined the Cut-off Number, which may be. for example, any integer between one and one hundred.
  • the Cut-Off Number is programmed into the ASR. If the ASR notes that the number of Customer prompts is less than or equal to the Cut-Off Number in Step (40), the invention proceeds as previously described from Step (37) in Figure 4/14. If the ASR notes that the number of Customer prompts is greater than the Cut-Off Number in Step (40), the ASR alerts the PBX to disconnect the Call at Step (42), preferably after notifying the Customer.
  • Step (44) the ASR prompts the Customer through the PBX and the Telephone Network to enter, preferably vocally, a word associated with the company, product, product line or any information inquiry ("Keyword") at Step (45).
  • the ASR receives the Customer's reply through the Telephone Network and the PBX and checks the Database to see if the Customer's reply is a Keyword in
  • Step (47) When the Customer's reply is a Keyword as in Step (47), the invention proceeds as previously described from Step (32) in Figure 4/14. If the Customer's reply is not a Keyword as in Step (48). the ASR counts the number of times which Customer has been prompted at Step (49). In setting the parameters in Step (40), Provider previously has set the Cut-off Number, which may be, for example, any integer between one and one hundred. If the number of Customer prompts is less than or equal to the Cut-Off Number as in
  • Step (52) the invention proceeds as previously described from Step (45) in Figure 4/14. If the number of Customer prompts is greater than the Cut-Off Number as in Step (50). the ASR disconnects the Call at Step (51), preferably after notifying the Customer.
  • Figure 10/14 depicts the steps of yet another preferred embodiment of this invention.
  • one or more of the Client and/or the Provider advertises a Recalled Number.
  • a Customer encounters the Recalled Number and at some time after being exposed to the Recalled Number, the Customer requires information relevant to one or more of the Client's company, product, and/or product line.
  • the Customer recalls the Recalled Number, calls the Recalled Number, and submits a Keyword or Keywords to the Telephone Network (77).
  • the Call is received by the Telephone Network and the Telephone Network and ASR gather and generate information regarding the DNIS and ANI.
  • the ASR uses the DNIS information to determine which Recalled Number was called and thus, which prompt to use. as the ASR in turn communicates with the Customer, asking for a Keyword.
  • a Recalled Number is associated with a particular prompt, such as. for example, in one embodiment the prompt may be "What information would you like today?", and another Recalled Number may use the prompt for a different question, in another embodiment "Hello! How may I direct your call?".
  • the Keywords preferably comprise one or more company names, product names, product lines and other words.
  • the Customer enters a reply, which travels through the Telephone Network and is interpreted by the ASR.
  • the ASR determines the Destination Number and communicates with the Telephone Network, the Telephone Network connects the Call with the Destination Number and the Call arrives at the Final Destination at which point the Customer may receive the desired information from the Final Destination.
  • the Customer (85) recalls the Recalled Number and places a telephone call ("Call") (80) to the Recalled Number.
  • the Call (80) is routed via communication lines, including but not limited to, telephone lines, and satellite transmissions, to the Telephone Network (84).
  • the Telephone Network (84) has the ability to identify which Recalled Number was dialed (e.g. the DNIS) and from where the
  • the Network (84) creates an ANI/DNIS for the Call (80) and additionally uses an automatic speech recognition system, such as for example ASR (125).
  • the ASR (125) prompts the Customer (85) through the Telephone Network (84) for a Keyword.
  • the Prompt (81) is a recording of a human voice.
  • the Customer (85) speaks or enters in another manner a Reply (82), which Reply (82) may or may not be one or more Keywords, through the Telephone Network (84). which communicate the Reply
  • the ASR (125) contains a processor that uses stored information to interpret the Reply (82) to determine if the Reply (82) includes Keywords, and to correlate the Keywords, if any. to specific telephone numbers (e.g. Destination Numbers) which connect to a site where information relating to the Keywords can be found (e.g. Final Destination (86)) or to an additional prompt for more specific information.
  • the ASR (125) receives and interprets the Keyword or Keywords. Then, the ASR (125) produces the relevant Destination Number and informs the Telephone Network (84) of the Destination Number for the Call (80). Once the Telephone Network (84) receives the Destination Number, it forwards the Call
  • Figures 12/14, 13/14 and 14/14 demonstrate the steps of yet another preferred embodiment of the invention.
  • Client and Provider agree to provide the ability to access information to Customers through, for example, a service agreement in Step (87).
  • Provider agrees to, among other things, provide Client and Client's Customers with access to a Recalled Number.
  • Client creates a list of Keywords correlated with other Keywords and Destination Numbers for information associated with the Keywords in Step (93).
  • Provider creates a Database of Client's Keywords, Destination Numbers, and Prompts for use with one or more Recalled Numbers in the ASR in Step (94).
  • Client and/or Provider may place an Advertisement of the Recalled Number in any media in Step (88).
  • the Advertisement may or may not contain or be associated with one or more of the Keywords provided by Client.
  • Step (89) a Customer becomes aware of the Recalled Number in some manner, including but not limited to encountering the advertisement, and word of mouth.
  • Step (90) Customer requires information from one or more Clients. and remembers the Recalled Number. Customer decides to call the Recalled
  • Step (95) the Call proceeds through communication lines, most preferably ISDN, or T3 telephones lines, or satellite, to the Telephone Network.
  • the DNIS and the ANI are utilized in Step (96).
  • Step (97) An ASR is employed to interpret the Customer's voice or other suitable prompt, in Step (97).
  • Step (98) the ASR notes which Recalled Number was dialed, from the DNIS information; and the ASR prompts the Customer through the Telephone Network to enter, preferably vocally or by other suitable means, a Keyword.
  • the ASR receives the Customer's reply through the Telephone Network and checks the Database in the ASR to see if the Customer's reply is a Keyword in Step (99).
  • Step (101) When the Customer's reply is a Keyword in Step (101), the ASR attempts to match the Keyword with a Destination Number in the Database in Step (101).
  • ASR If there is a match, ASR generates a Destination Number and communicates to the Telephone Network in Step (122). The Telephone Network sends the Call via the Destination Number to the Final Destination in Step (123).
  • the ASR prompts the Customer to enter, preferably vocally, a more specific Keyword associated with the Keyword previously entered in Step (106).
  • the ASR receives the Customer's reply through the Telephone
  • Step (107) Network and checks the Database to see if the Customer's reply is a Keyword in Step (107). If there is a match at Step (107). the process proceeds as described above in Step (122) of Figure 14/14.
  • the ASR counts the number of times which Customer has been prompted at Step (109).
  • the Provider has previously determined the Cut-off Number, which may be. for example, any integer between one and one hundred.
  • the Cut-Off Number is programmed into the ASR. If the ASR notes that the number of Customer prompts is less than or equal to the Cut-Off Number in Step (109), the invention proceeds as previously described from Step (106) in Figure 13/14. If the ASR notes that the number of Customer prompts is greater than the Cut-Off
  • the Network disconnects the Call at Step (11), preferably after notifying the Customer.
  • Step (113) the ASR prompts the Customer through the Telephone Network to enter, preferably vocally, a word associated with the company, product, product line or any information inquiry ("Keyword") at Step (1 14).
  • the ASR receives the Customer's reply through the Telephone Network and checks the Database to see if the Customer's reply is a Keyword in Step (1 15).
  • Step (1 16) When the Customer's reply is a Keyword as in Step (1 16). the invention proceeds as previously described from Step (101) in Figure 13/14.
  • Step (1 17) If the Customer's reply is not a Keyword as in Step (1 17). the ASR counts the number of times which Customer has been prompted at Step (1 18). In setting the parameters in Step (109), Provider previously has set the Cut-off Number, which may be, for example, any integer between one and one hundred. If the number of Customer prompts is less than or equal to the Cut-Off Number as in
  • Step (121) the invention proceeds as previously described from Step (1 14) in Figure 13/14. If the number of Customer prompts is greater than the Cut-Off Number as in Step (119), the ASR disconnects the Call at Step (120), preferably after notifying the Customer.
  • FIGS. 6/14, 7/14, 8/14 and 9/14 depict the steps of a separate preferred embodiment of the invention which employs a computer network to allow Client's Customers access to Client specific information contained, for example, on Client's Internet website, the Client and Provider may preferably enter into a service agreement.
  • the Client identifies and supplies Provider with Keywords, and Destination Numbers, said Destination Numbers being Network Addresses.
  • the Provider provides access to a Computer Network site with an easy to remember web address, referred to herein as the "Recalled
  • the Client and/or Provider may advertise the Recalled Number.
  • Step (58) the Customer desiring information relating to the Client logs onto a Computer Network via a computer or other Network Access Device in Step (58) and recalls the Recalled Number and enters the Recalled Number of Provider's Network cite in Step (59).
  • Step (60) the Customer's Call is routed to a Computer Network Website associated with the Recalled Number; the Customer is prompted to enter one or more Keywords; and the Customer enters a Reply.
  • Step (61) the website provided by the Provider receives the Customer's Reply.
  • the Computer Network assesses the Reply to determine if the Reply is recognized in Step (62).
  • Step (63) When the Customer's Reply is recognized in Step (63), the Reply is analyzed to see if the Reply is an Exact Match with a Keyword in Step (64). If the Reply is a Keyword in Step (65), the Reply is associated with the Keyword and a Destination Number, and routes the Customer via the Destination Number to the desired website, which is the Final Destination in Step (66). at which point. Customer may retrieve Client specific information, such as Product or Product line specific information.
  • Computer Network displays a webpage with a list of Client's Keywords in Step
  • Step (67) If the Customer's Reply is not recognized in Step (67), the Computer Network prompts the Customer for a more specific reply in Step (68). The Computer Network again evaluates the Reply to determine if the Reply is recognized in Step (69).
  • Step (72) If the Customer Reply is not recognized in Step (72), then the invention proceeds as previously described from in Step (67) in Figure 7/14.

Abstract

Cette invention concerne une technique, un procédé, un système et un dispositif permettant de fournir des informations via un seul numéro téléphonique (1) ou une seule adresse de réseau (2) faciles à mémoriser. Afin d'accélérer et de faciliter la vérification d'informations sur un produit ou un service (2) donné, on donne à l'utilisateur la possibilité d'accéder au numéro ou à l'adresse (2) unique facilement mémorisable, le système reconnaissant le numéro ou l'adresse utilisés et guidant l'utilisateur vers la société, le produit ou la gamme de produits correspondant à sa demande. Dès réception de sa réponse, on transfert automatiquement l'utilisateur vers une destination finale (3), telle qu'un contact client ou un centre de réponses, qui lui fournit les informations recherchées.
PCT/US2000/021135 1999-08-06 2000-08-03 Technique et dispositif d'acces a l'information WO2001011499A1 (fr)

Priority Applications (4)

Application Number Priority Date Filing Date Title
AU63974/00A AU6397400A (en) 1999-08-06 2000-08-03 Method and apparatus for providing access to information
EP00950951A EP1222571A1 (fr) 1999-08-06 2000-08-03 Technique et dispositif d'acces a l'information
CA002381320A CA2381320A1 (fr) 1999-08-06 2000-08-03 Technique et dispositif d'acces a l'information
JP2001516080A JP2003506989A (ja) 1999-08-06 2000-08-03 情報へのアクセスを提供する方法および装置

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US36997399A 1999-08-06 1999-08-06
US09/369,973 1999-08-06
US42626999A 1999-10-25 1999-10-25
US09/426,269 1999-10-25

Publications (1)

Publication Number Publication Date
WO2001011499A1 true WO2001011499A1 (fr) 2001-02-15

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PCT/US2000/021135 WO2001011499A1 (fr) 1999-08-06 2000-08-03 Technique et dispositif d'acces a l'information

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EP (1) EP1222571A1 (fr)
JP (1) JP2003506989A (fr)
CN (1) CN1378671A (fr)
AU (1) AU6397400A (fr)
CA (1) CA2381320A1 (fr)
WO (1) WO2001011499A1 (fr)

Citations (3)

* Cited by examiner, † Cited by third party
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CN1378671A (zh) 2002-11-06
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AU6397400A (en) 2001-03-05
CA2381320A1 (fr) 2001-02-15

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