WO2001011499A1

WO2001011499A1 - Method and apparatus for providing access to information

Info

Publication number: WO2001011499A1
Application number: PCT/US2000/021135
Authority: WO
Original assignee: Xertus Synergistics, Llp
Priority date: 1999-08-06
Filing date: 2000-08-03
Publication date: 2001-02-15
Also published as: EP1222571A1; CN1378671A; AU6397400A; JP2003506989A; CA2381320A1

Abstract

The invention is a method, process, system and apparatus for providing information through a single, easy to remember telephone number (1), or a single, easy to remember network address (2). In an effort to quickly and easily ascertain information about a particular product or service (2), the user accesses the single, easy to remember number or address (2), the system recognizes the single, easy to remember number or address (2) which was used, and appropriately prompts the user for which company, product or product line is relevant to the inquiry. Upon receiving the user's reply, the user then is automatically transferred to a final destination (3), such as a company or product specific customer contact or response center, which provides the user with the desired information.

Description

METHOD AND APPARATUS FOR PROVIDING ACCESS TO INFORMATION

BACKGROUND OF THE INVENTION

The explosion of the information age has provided consumers with access to information concerning virtually any topic imaginable, which pπor to such explosion was difficult if not impossible to obtain Presently, consumers may gain access too much of this information via telephone, and/or computer networks Thus, consumers are constantly bombarded with telephone numbers, such as toll free "800", "888", and "877" numbers, as well as computer network addresses, such as Internet addresses Although such telephone numbers and computer networks are helpful in accessing such information, it is difficult, if not impossible, for consumers to recall any particular number or network address, which provides the information, desired Currently, telephone directory assistance and computer search engines are of limited help because the consumer may often be required to know far more information than, for example, just a product, service or company name in order to access the desired information Thus, there exists a need for a means to easily and quickly access such information through a single source and with a minimum of available information to the consumer

For example, millions of dollars aie invested every day in ineffective advertising relating to telephone numbers because the target audience cannot remember the telephone number, or if they remember the basic number, cannot remember the area code, or they can't remember how to spell the word used to On page 7, line 20, "Figure 3 is" was deleted and replaced with —Figures 3/14, /14, and 5/14 are-

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- SUMMARY OF THE INVENTION

As will be demonstrated herein, 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. Although the system utilized herein may take any appropriate form, preferably, the system comprises a telephonic information retrieval system or computerized network.

In one embodiment of the invention, 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.

Further, in this embodiment 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. 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

Network" or "Global Telephone Network"). Although 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. 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.

Also, 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

Final Destination.

In another embodiment 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. In this embodiment, the system does not include a PBX but further comprises a Telephone Network as described above.

Also, 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. In another embodiment of the invention, the Recalled Number is an easy to remember computer network ("Computer Network") address, the Destination Numbers are Computer Network addresses, and 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. In a preferred embodiment, 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.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention will become more readily apparent from the following description of preferred embodiments thereof shown, by way of example only, in the accompanying drawings wherein:

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.

DETAILED DESCRIPTION

In a preferred embodiment of this invention shown in Figure 1/14, 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. In the first step of this embodiment, depicted as the number one (1) of Figure 1/14 (the reference numbers in this written specification correspond to like numbers in the drawings) 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?". Although the system of this invention may be designed to accommodate any word, the Keywords preferably comprise one or more company names, product names, product lines and other words.

In a preferred embodiment, the ASR transfers the prompt to the PBX, which in turn passes the prompt to the Telephone Network and ultimately to the

Customer. The Customer enters a reply, which travels through the Telephone Network and the PBX. ultimately reaching the ASR. The next step in this embodiment is step two (2) where 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. Then 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.

Referring now to Figure 2/14. the flow of information between and among the elements in one embodiment of the invention, such as the embodiment of the invention depicted in Figure 1/14, is demonstrated. In this embodiment, 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). In a preferred embodiment, 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.

Then, 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

Character String (10), 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). In this step, Provider agrees to. among other things, provide Client and

Client's Customers with access to a Recalled Number. Client creates a list of

English and/or non-English words which relate to one or more of a company name, product name, name of product line, and name associated with Client

("Keywords") correlated with other Keywords and telephone numbers

("Destination Numbers") for information associated with the Keywords in Step

(22). Provider creates a database of Client's Keywords. Destination Numbers, and

Prompts for use with one or more Recalled Numbers in the ASR (the "Database") in Step (23).

Optionally, 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. In Step (17), 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. In Step (18), 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.

In 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. As the Call passes through the Telephone Network, the Dialed Number Identification Service ("DNIS") and Automatic Number Identification ("ANI") is utilized in Step (25). 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). In 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).

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).

If there is a match. 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. In Step (55), 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

Final Destination, and connection with the PBX is ended in Step (56). The Call is then connected to the Final Destination in Step (57).

If there is no match of the Keyword with a Destination Number in the

Database in Step (36), the ASR prompts the Customer, preferably through the PBX and the Telephone Network, to enter, preferably vocally, a more specific

Keyword associated with the Keyword previously entered in 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.

If there is no match of the Reply with a Keyword and/or a Destination Number at Step (38), the ASR counts the number of times which Customer has been prompted at Step (40). In setting the parameters in Step (40), the Provider has previously determined the Cut-off Number, which may be. for example, any integer between one and one hundred. In a preferred embodiment, 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.

Returning to Step (30) in Figure 4/14, if the Customer's reply is not a

Keyword as in 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 (46).

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. In this embodiment, 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. In the first step of this embodiment, depicted as the number seventy- seven (77) of Figure 10/14 the Customer recalls the Recalled Number, calls the Recalled Number, and submits a Keyword or Keywords to the Telephone Network (77). In this next step of this embodiment depicted as number seventy eight (78) in Figure 10/14, 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?". Although the system of this invention may be designed to accommodate any word, the Keywords preferably comprise one or more company names, product names, product lines and other words.

In the final step of this embodiment, depicted as number seventy nine (79), 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.

Referring now to Figure 1 1/14. the flow of information between and among the elements in one embodiment of the invention, such as the embodiment of the invention depicted in Figure 10/14, is demonstrated. In this embodiment, 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

Call (80) came (e.g. the ANI). 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. In a preferred embodiment, 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

(82) to the ASR (125).

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

(80) to the Final Destination (86), at which point the Customer (85) may receive the desired information.

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). In this step, 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).

Optionally, 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.

In 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. In Step (90). Customer requires information from one or more Clients. and remembers the Recalled Number. Customer decides to call the Recalled

Number in Step (91) and calls the Recalled Number in Step (92). 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.

In Step (95), the Call proceeds through communication lines, most preferably ISDN, or T3 telephones lines, or satellite, to the Telephone Network. As the Call passes through the Telephone Network, the DNIS and the ANI are utilized in Step (96).

An ASR is employed to interpret the Customer's voice or other suitable prompt, in Step (97). In 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).

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).

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 Call is then connected to the Final Destination in Step (124).

If there is no match of the Keyword with a Destination Number in the Database in Step (105), 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

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.

If there is no match of the Reply with a Keyword and or a Destination Number at Step (107). the ASR counts the number of times which Customer has been prompted at Step (109). In setting the parameters in Step (109), the Provider has previously determined the Cut-off Number, which may be. for example, any integer between one and one hundred. In a preferred embodiment, 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

Number in Step (109), the Network disconnects the Call at Step (11), preferably after notifying the Customer.

Returning to Step (99) in Figure 13/14. if the Customer's reply is not a Keyword as in 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).

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.

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.

Turning now to Figures 6/14, 7/14, 8/14 and 9/14. which 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

Number." Optionally, the Client and/or Provider may advertise the Recalled Number.

Referring now to Figures 6/14, 7/14, 8/14 and 9/14. 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). In 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. In 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).

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.

If the Reply is not an Exact Match with a Keyword as in Step (73), the

Computer Network displays a webpage with a list of Client's Keywords in Step

(74). The Customer selects a Keyword or Keywords from the webpage in Step

(75) and the Reply is associated with the Keyword with a Destination Number to the desired website, which is the Final Destination in Step (76).

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).

If the Computer Network recognizes the Reply in Step (70), the invention then proceeds as previously described from in Step (64) in Figure 7/14.

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.

Although the invention has been described in detail for the purpose of illustration, it is to be understood that such detail is solely for that purpose and that variations can be made therein by those skilled in the art without departing from the spirit and scope of the invention. variations can be made therein by those skilled in the art without departing from the spirit and scope of the invention.

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Claims

What is claimed is:

1. A method for providing information comprising:

accessing an information retrieval system via a Recall Number;

inputting Keywords into said system as a query to obtain said information;

automatically routing said query through said system to a Destination

Number corresponding to a Final Destination where said information may be accessed; and

retrieving said information from said Final Destination.

2. The method of claim 1, wherein said system is telephonic.

3. The method of claim 1 , wherein said system is a computerized network.

4. An apparatus for providing information comprising:

means for accessing an information retrieval system via a Recall Number:

means for inputting Keywords into said system as a query to obtain said information;

means for automatically routing said query through said system to a

Destination Number corresponding to a Final Destination where said information may be accessed; and

means for retrieving said information from said Final Destination.

5. The apparatus of claim 4. wherein said system is telephonic.

6. The apparatus of claim 4, wherein said system is a computerized network.

7. An apparatus for providing information comprising:

a means for receiving a query via a telephone network with a receiver comprising a network website, said query entering a recalled number to request information by a customer,

a means for interpreting of the query by a computer,

a means for generating one or more data based upon the request.

a means for correlating said recalled number and an associated prompt,

a means for asking the customer for a customer reply with said prompt,

a means for matching the customer reply with a keyword, a destination number, and a prompt for one or more said recalled numbers in a memory of said computer.

a means for generating the destination number,

a means for transferring the query with the destination number in the network, and

a means for connecting the query to an information site, said site being a website on the network having the requested information.

8. A method for providing information comprising:

receiving a query for information from a customer, prompting the customer for a customer reply,

interpreting the customer reply,

generating a coded alphanumeric string, said string comprising an address of an information site, said site having the requested information available to the customer,

routing the query by said string, and

connecting the customer to the site.

9. The method of claim 8 wherein said query comprises a telephone call, said call is placed to a recalled telephone number.

10. The method of claim 8 wherein said site comprises a destination for a telephone number.

1 1. The method of claim 9 wherein said site comprises a destination for a telephone number.

12. The method of claim 8 wherein said receiving comprises:

receiving said query by telephone using a recalled number via a telephone network with a receiver comprising a private branch exchange telephone switch equipment,

the network providing said equipment with a dialed number and an automatic number identification, and interpreting of the identification by the equipment,

generating a data based upon the identification, and

transferring the data to an automatic speech recognition system.

13. The method of claim 8 wherein said prompting comprises:

receiving the dialed number identification.

correlating said dialed number identification to the recalled number and an associated prompt.

asking the customer with the prompt for the customer reply, and

matching the customer reply with one or more of a keyword, a destination number, and a prompt for one or more said recalled numbers in a memory of said system.

14. The method of claim 8 wherein said generating comprises:

coding the destination number in the system.

transferring the coded destination number to the equipment, and

appending a second code to the coded destination number.

15. The method of claim 8 wherein said routing comprises:

alerting the network electronically, and

transferring the destination number to the network.

16. The method in claim 13 additionally comprises:

terminating the query, said terminating occurring after one or more attempts at said matching.

17. The method in claim 8 wherein said site comprises a network website.

18. A method for providing information comprising:

receiving a query via a telephone network with a receiver comprising a private branch exchange telephone switch equipment, said query comprising a telephone call to a recalled number for information from a customer,

the network providing said equipment with a dialed number and an automatic number identification, and

interpreting of the identification by the equipment,

generating one or more data based upon the identification,

transferring the data to an automatic speech recognition computer system.

correlating said dialed number identification to the recalled number and an associated prompt,

asking the customer for a customer reply,

matching the customer reply with a keyword, a destination number, and a prompt for one or more said recalled numbers in a memory of said system,

coding the destination number, transferring the coded destination number to the equipment,

appending a second code to the coded destination number,

alerting the network electronically,

transferring the destination number to the network, and

connecting the query to an information site, said site being a destination for a telephone number having the requested information.

19. A method for providing information comprising:

receiving a query via a network with a receiver comprising a network website, said query entering a recalled number to request information by a customer,

interpreting of the query by a computer,

generating one or more data based upon the request,

correlating said recalled number and an associated prompt,

asking the customer for a customer reply with said prompt,

matching the customer reply with a keyword, a destination number, and a prompt for one or more said recalled numbers in a memory of said computer,

generating the destination number,

transferring the query with the destination number in the network, and connecting the query to an information site, said site being a website on the network having the requested information.

20. An apparatus for providing information comprising:

one or more communication line.

a telephone network with an automatic number identification system and a dialed number identification system,

a private branch exchange, said exchange being connected to said network with said telephone line, and

an automatic speech recognition system, said system being connected to said exchange with said communication line.

21. An apparatus for providing information comprising:

one or more communication lines,

an information processing computer, said computer connected with at least one of said communication lines and said communication line or lines connected to at least one other customer computer to form a network, and

a network website, said website connected to client network websites located on said network; and said network website being accessible by said customer computer through said information processing computer and said information processing computer capable of connecting said customer computer to said client website.

22. A method for providing information comprising:

receiving a query via a telephone network, said query comprising a telephone call to a recalled number for information from a customer, the network capable of processing dialed number and an automatic number identification; and

identifying a dialed number from said telephone call;

generating one or more data based upon the identification of said dialed number;

correlating said dialed number identification to a recalled number and an associated prompt by an automatic speech recognition computer system;

prompting said the customer for a customer reply;

associating said customer reply with a keyword, a destination number, and a prompt for one or more said recalled numbers in a memory of said system;

providing the destination number to the network based upon said customer reply; and

connecting the query to an information site, said site being a destination for the destination number which disseminates said information.

23. An apparatus for providing information comprising:

one or more communication lines, a telephone network comprising an automatic number identification system and a dialed number identification system, and

an automatic speech recognition system, said recognition system being connected to said network via said communication line or lines and capable of allowing access to said information.

24. The method of claim 1, wherein said information comprises one or more of the group consisting of opinions, positions, statistics, and messages of a political candidate.

25. The method of claim 1 , wherein said information comprises one or more of the group consisting of company information, product information. product line information and service information.

26. The method of claim 1 , wherein said information comprises information about one or more of the group consisting of medical professionals, business professionals, and legal professionals.

27. The apparatus of claim 4, wherein said information comprises one or more of the group consisting of opinions, positions, statistics, and messages of a political candidate.

28. The apparatus of claim 4, wherein said information comprises one or more of the group consisting of company information, product information. product line information and service information.

29. The apparatus of claim 4, wherein said information comprises information about one or more of the group consisting of medical professionals, business professionals, and legal professionals.

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