(19) United States
`(12) Patent Application Publication (10) Pub. No.: US 2005/0041784 A1
`(43) Pub. Date:
`Feb. 24, 2005
`Timmins et al.
`
`US 20050041784A1
`
`(54)
`
`(76)
`
`COMMUNICATIONS METHODS AND
`SYSTEMS USING VOICEPRINTS
`
`Inventors: Timothy A. Timmins, Tigard, OR
`(US); John S. Miller, Canby, OR (US);
`Nathan B. Baker, Tigard, OR (US);
`Christopher A. Huey, Banks, OR
`(US); Philip A. Ljubicich, Lake Forest
`Park, WA (US)
`
`Correspondence Address:
`ALEX L. YIP
`KAYE SCHOLER LLP
`425 PARK AVENUE
`NEW YORK, NY 10022 (US)
`
`Appl. No.:
`
`(21)
`(22) Filed:
`
`10/957,861
`
`Oct. 4, 2004
`
`Related US. Application Data
`
`(62) Division of application No. 10/403,207, ?led on Mar.
`31, 2003.
`
`Publication Classi?cation
`
`(51) Int. Cl? ......................... .. H04M 1/64; H04M 11/00
`(52) US. Cl. ................................... .. 379/88.02;379/88.16
`
`(57)
`
`ABSTRACT
`
`In communications systems Where multiple users may be
`associated With the same account, the voiceprint of a user is
`used to identify a pro?le of the user, facilitating identi?ca
`tion of the user’s preferences Without requesting additional
`information from the user. The system may also monitor
`messages played to individual users, to control the playing
`of the messages to users. Calls made by users associated
`With the same account may be allocated to the caller
`initiating the call in bills, based on voiceprints. Voiceprints
`may be collected for use in deriving voiceprint samples
`during registration of a user With the system and during
`conversations betWeen the user and the system. Avoiceprint
`comparison threshold may be set based on the type of phone
`calling the system, to compensate for noise. Changes in
`phone numbers and/or addresses of users are monitored and
`the threshold is adjusted if changes are found.
`
`_[ I02
`
`@
`
`_________________________________________________ __1
`
`INFORMATION
`ASSISTANCE SERVICE
`PROVIDER
`
`DIRECTORY
`ASSISTANCE ~/‘ 122
`DATABASE
`
`134
`S
`VOICE
`SERVER
`(VRU)
`
`124
`S
`
`PROFILE
`GATEWAY
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`SERVER
`
`f 136
`
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`GATEWAY
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`TERMINALS
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`
`GTL 1005
`PGR of U.S. Patent No. 8,855,280
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 1 0f 10
`
`US 2005/0041784 A1
`
`FIG. 1
`
`INFORMATION HUB
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`f 54
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`SERVER
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 2 0f 10
`
`US 2005/0041784 A1
`
`FIG. 2
`
`
`
`
`
`r_-___1_192 _______________ 1B _______________________ I INFORMATION
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`1
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`
`Patent Application Publication Feb. 24, 2005 Sheet 3 0f 10
`
`US 2005/0041784 A1
`
`FIG. 3
`
`124% PROFILE GATEWAY
`
`INTERFACE w 126
`
`PROCESSOR » 12s
`I
`MEMORY w 130
`
`F I G. 4
`
`136w VOICEPRINT GATEWAY
`
`[13s
`COMPUTER
`
`140\
`
`VOICE CARD
`
`f ‘42
`DIGITIZER
`
`[144
`
`MEMORY
`
`FIG; 5
`
`/200
`
`$202
`
`REGISTER USER
`I
`RECORD TEXT INDEPENDENT VERBAL
`UTTERANCES 0F USER
`T
`PROCESS RECORDED TEXT INDEPENDENT w 205
`UTTERANCES T0 DERIVE VDICEPRINT SAMPLES
`
`M204
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 4 0f 10
`
`US 2005/0041784 A1
`
`FIG. 6
`
`CONNECT CALL TO OPERATOR w 302
`
`7
`
`CONFERENCE CALL TO VOICE GATEWAY 1* 304
`
`V
`
`COLLECT VOICEPRINT SAMPLES
`
`~/‘ 306
`
`TV
`
`ANALYZE AND PROCESS NEW
`VOICEPRINT SAMPLES
`
`FIG. 7a
`
`[400
`
`DETERMINE PHONE TYPE USED TO MAKE CALL ~/\4O2
`
`SET VOICEPRINT COMPARISON THRESHOLD
`BASED ON PHONE TYPE
`
`4
`
`RECEIVE VOICEPRINT OF CALLER
`
`w 406
`
`I
`
`COMPARE RECEIVED VOICEPRINT TO VOICEPRINT w 408
`SAMPLE TO YIELD A CONFIDENCE SCORE
`
`I
`APPLY CONFIDENCE SCORE TO SET THRESHOLD w 410
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 5 0f 10
`
`US 2005/0041784 A1
`
`FIG. 71)
`
`/ 45D
`
`COLLECT VOICEPRINTS WHILE SUBSCRIBER
`IS USING DIFFERENT PHONES
`
`J‘ 452
`
`V
`DERIVE DIFFERENT VOICEPRINT
`SAMPLES FOR EACH PHONE
`
`U
`
`IDENTIFY THE PHONE USED
`TO MAKE CALL
`
`w 454
`
`w 456
`
`SELECT VOICEPRINT SAMPLE FOR
`COMPARISON BASED ON PHONE
`
`w 458
`
`RECEIVE VOICEPRINT OF CALLER
`
`J‘ 460
`
`T
`
`COMPARE RECEIVED VOICEPRINT T0
`SELECTED VOICEPRINT SAMPLE TO
`YIELD A CONFIDENCE SCORE
`
`I
`APPLY CONFIDENCE SCORE
`TO A THRESHOLD
`
`J" 462
`
`w 464
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 6 0f 10
`
`US 2005/0041784 A1
`
`FIG. 8
`
`f 502
`MONITOR CHANGES IN ACCOUNT PHONE
`NUMBERS AND/0R ADDRESSES
`
`/ 500
`
`504
`
`HAS
`PHONE NUMBER AND/OR
`ADDRESS CHANGED
`?
`
`FLAG ACCOUNT
`I
`RECEIVE CALL
`
`w 506
`
`w 508
`
`IDENTIFY ACCOUNT OF CALLER
`
`$510
`
`IS
`ACCOUNT FLAGGED
`?
`
`RAISE VOICEPRINT VERIFICATION THRESHOLD 1‘ 514
`
`$516
`
`RECEIVE VOICEPRINT SAMPLE
`I
`COMPARE RECEIVED VOICEPRINT TO VOICEPRINT w 518
`SAMPLE TO DERIVE CONFIDENCE SCORE
`I
`COMPARE CONFIDENCE SCORE TO
`VOICEPRINT THRESHOLD
`
`_» 520
`
`IS
`THRESHOLD MET
`I)
`
`PROVIDE SERVICE
`
`f 524
`
`526
`/
`OPERATOR/VRU
`COMMUNICATES
`WITH CALLER
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 7 0f 10
`
`US 2005/0041784 A1
`
`FIG. 9
`
`[600
`
`IDENTIFY ACCOUNT
`ASSOCIATED WITH CALLER
`I
`RECEIVE VOICEPRINT OF CALLER J‘ 604
`
`I 602
`
`606
`
`ARE
`THERE MULTIPLE USERS
`ASSOCIATED WITH THE
`ACCOUNT
`'2
`
`V
`608\
`IDENTIFY PROFILE OF CALLER BY
`COMPARING RECEIVED VOICEPRINT
`TO EACH VOICEPRINT SAMPLE FOR
`EACH RESPECTIVE PARTY
`ASSOCIATED WITH THE ACCOUNT
`
`610 /
`COMPARE RECEIVED VOICEPRINT
`TO VOICEPRINT SAMPLE
`ASSOCIATED WITH ACCOUNT TO
`VERIFY IDENTITY OF CALLER
`
`612
`
`THERE A MESSAGE
`LIMIT ASSOCIATED WITH
`IDENTIFIED USER
`
`INCREMENT CALL COUNT SINCE
`LAST MESSAGE IDENTIFIED _
`
`614 \
`PLAY MESSAGE
`
`A CALL COUNT
`MESSAGE LIMIT MET BY THE
`CURRENT CALL
`9
`
`NO
`
`I
`PROCEED WITH CALL
`
`$620
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 8 0f 10
`
`US 2005/0041784 A1
`
`FIG. 10
`
`/ 70D
`
`IDENTIFY MULTI-PARTY ACCOUNT w 702
`ASSOCIATED WITH USER
`
`RECEIVE VDICEPRINT DF USER $704
`
`IDENTIFY PROFILE OF USER $706
`BASED ON VOICEPRINT
`
`INSERT IDENTIFIER 0F w 708
`USER IN CDR
`
`GENERATE BILL INCLUDING w 710
`IDENTIFIER, BASED ON CDR
`'
`
`

`
`Patent Application Publication Feb. 24, 2005 Sheet 9 of 10
`
`US 2005/0041784 A1
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`Patent Application Publication Feb. 24, 2005 Sheet 10 0f 10
`
`US 2005/0041784 A1
`
`FIG. 1 2
`
`9(w\‘
`
`INFORMATION ASSISTANCE
`SERVICE PROVIDER
`
`[134
`VOICE
`SERVER
`(VRU)
`
`/ I24
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`PROFILE
`GATEWAY
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`SERVER
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`DATA NETWORK
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`INTERFACE
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`
`US 2005/0041784 A1
`
`Feb. 24, 2005
`
`COMMUNICATIONS METHODS AND SYSTEMS
`USING VOICEPRINTS
`
`FIELD OF THE INVENTION
`
`[0001] The invention relates to communications methods
`and systems and, more particularly, communications meth
`ods and systems using voiceprints. The communications
`system may be an information assistance service system, for
`example.
`
`BACKGROUND OF THE INVENTION
`
`[0002] It is a common experience to use a telephone or
`similar device to call an operator for information assistance.
`In a typical information assistance call, a caller identi?es to
`the operator the name and address (sometimes city or area
`code) of a party Whose telephone number is desired. In
`response, the operator locates the desired destination num
`ber using a computer database, for eXample. The destination
`number is then provided to the caller. The number may be
`provided by a computeriZed voice server Which provides
`automated voicing of the number. The caller may be
`afforded an option to be connected to the destination number
`Without the need of ?rst terminating the information assis
`tance call.
`
`[0003] It should be noted that even though a user may
`subscribe to a telephone service provided by a particular
`carrier (e.g., AT&T Wireless Services Inc.) or branding
`partner (e.g., Virgin), the information assistance service
`accessed through the telephone service may be contracted by
`the carrier to a third party, and is therefore run by an
`independent contractor. That is, carriers may contract dif
`ferent independent providers to provide information assis
`tance services for them. When a subscriber to the carrier
`makes an information assistance call by dialing such typical
`access digits as “411,”“*555,”“555-1212,”“00,”“1-800-555
`1212,” etc., because of the contractual relationship, the
`carrier Would sWitch such an information assistance call to
`its contracted information assistance service provider to
`handle the call.
`[0004] Independent providers may provide different infor
`mation assistance services and service features in addition to
`directory assistance. For eXample, upon request, an operator
`may provide a user With information on regional restaurants,
`movie listings, and directions to various places and the
`ability to purchase goods and services, etc. The assignee of
`the present application is an information assistance service
`provider Which provides, among others, personaliZed ser
`vices and special service features, Which are different or
`lacking from other providers. For instance, one such service
`feature is a StarBack® service feature described in US. Pat.
`No. 5,797,092, Whereby a caller, after being connected to a
`desired party, may be connected back to the assistance
`service provider by pressing a “*” key on their telephone, or
`otherWise issuing a command (e.g., saying the Word “opera
`tor”). Examples of the assignee’s personaliZed services
`include private directory assistance service and foreign
`language directory assistance service, Which are described,
`for eXample, in US. Pat. No. 5,966,437 and International
`Publication No. WO 01/35621.
`
`[0005] Users may therefore be motivated to subscribe to
`independent information service providers for directory
`assistance and the other offered services. Users may pay the
`
`independent information service provider at the time of the
`call for that call, by credit card, for eXample, or may
`establish subscription accounts, facilitating their use of the
`system.
`[0006] When a subscriber to an independent information
`service provider calls the service from a Wireline phone, the
`service may identify the originating phone based on identi
`?ers in the call set-up signals associated With the call, such
`as an Automatic Number Identi?er (“ANI”). If a Wireless
`phone is used, the identi?er may be the phone number, also
`knoWn as a Mobile Identi?cation Number (“MIN”) of the
`Wireless phone. If the phone is registered With the service in
`association With the subscriber and/or the subscriber’s
`account, identi?cation of the phone initiating the call may
`enable identi?cation of the subscriber, as Well. Instead of
`identifying the phone calling the system, the system might
`identify a customer account. For eXample, a business cus
`tomer may obtain a unique phone number to access the
`communications service for use by authoriZed parties under
`the business account. In that case, a dialed number identi
`?cation service (“DNIS”) string in the call-set-up signals
`may be used to identify the account With Which the caller is
`associated.
`[0007] To verify that the caller is the subscriber associated
`With the registered phone or account, an operator or voice
`response unit (“VRU”) may ask the caller to provide user
`veri?cation information, such as a personal identi?cation
`number (“PIN”). Providing a PIN each time the service is
`called can be annoying and time consuming. In addition,
`certain customers may have trouble remembering their PIN.
`To verify the identity of the caller, the operator may then
`have to ask for additional information, such as the subscrib
`er’s name, address, mother’s maiden name, credit card
`number, etc., Which the customer may have provided during
`registration With the system. This may embarrass and annoy
`the subscriber, as Well as be even more time consuming.
`[0008] In addition, if multiple parties are associated With
`a subscriber’s account, such as family members or employ
`ees of a business, use of the ANI may enable identi?cation
`of the account, but Will not enable identi?cation of Which
`one of the multiple parties to the account is calling. As
`discussed above, an operator or VRU may request additional
`information to identify the caller, such as a PIN, hoWever,
`use of a PIN may be problematic.
`[0009] Communications systems, such as information
`assistance service systems and netWork carriers, may pro
`vide promotional and informational messages to subscribers,
`as Well as information about the subscriber’s account, during
`a communication With a customer. The message may be
`played When the subscriber calls the system or carrier, or at
`the conclusion of a call. To avoid saturating a subscriber
`With the same message, Which may be annoying, the mes
`sage may only be played periodically, such as every 5 calls,
`for eXample. If multiple parties are associated With an
`account, hoWever, messages may not be evenly distributed
`among the parties to the account. Parties Who use the service
`more often may hear the message more frequently than the
`system desires, While less frequent users may hear the
`message less often. The use of such messages may therefore
`be less effective for the system and more annoying to certain
`customers.
`[0010] Attributing individual calls in a bill for telecom
`munications services to particular accounts is knoWn in the
`
`

`
`US 2005/0041784 A1
`
`Feb. 24, 2005
`
`art. For example, laW ?rms may attribute particular calls to
`particular clients by inputting a client code after inputting
`the telephone number. Joint members of a corporate account
`With a telecommunications service may attribute calls to an
`individual member through use of a unique PIN number for
`each member. HoWever, as discussed above, use of a PIN
`may be problematic.
`
`[0011] Voice recognition has been used to assist in iden
`tifying a customer of a communications system, as described
`in Us. Pat. No. 6,327,345 B1, for eXample. Avoiceprint of
`a caller may be compared to a stored voiceprint sample
`based on a voiceprint previously provided by a party. For
`eXample, a voiceprint sample may be derived from verbal
`utterances of the party provided during a registration pro
`cess. The party may be asked to repeat a passWord or phrase
`multiple times, Which the system records and processes into
`a voiceprint sample. The result of the comparison of the
`voiceprint and the voiceprint sample may be a score indica
`tive of the degree of correspondence betWeen the voiceprint
`and the voiceprint sample, Which may be compared to a
`threshold. If the threshold is met or exceeded, the party
`providing the voiceprint is considered to be the same party
`that provided the voiceprint sample.
`
`[0012] The score may be affected by the quality of the call
`itself, Which may re?ect the source of the call. For eXample,
`a Wireless phone and a speakerphone may have more
`inherent noise and background noise than a Wireline phone.
`Authentic callers may therefore fail the voiceprint test
`because of noise due to the phone and environment.
`
`SUMMARY OF THE INVENTION
`
`[0013] Improvements in the processing and use of voice
`prints in communications methods and systems are dis
`closed.
`
`[0014] In accordance With one embodiment of the inven
`tion, a method of operating a communications system is
`disclosed Wherein a plurality of users of the system may be
`associated With an account With the system and the account
`has a plurality of voiceprint samples or models correspond
`ing to at least some of the plurality of users associated With
`the account. The method comprises receiving a call from one
`of a plurality of users associated With an account, and
`identifying a preference of the one of the plurality of users
`based, at least in part, on a voiceprint of the user. The
`preference may be a limit on messages played to the
`subscriber. One or more phones may be registered With the
`account, as Well.
`
`[0015] In accordance With an aspect of this embodiment,
`a method of operating a communications system is disclosed
`comprising receiving a call from one of a plurality of users
`associated With an account and identifying a pro?le of one
`of the plurality of users stored by the system based, at least
`in part, on a voiceprint of the one user received in the call.
`The method further comprises monitoring a number of calls
`since a prior message Was played to the user and playing a
`message if the number of calls since the prior message is at
`a predetermined number. The predetermined number may be
`selected by the system, a user associated With the account or
`by the user. The limit may be a frequency of playing the
`message to the user, a total number of times the message is
`played to the user and a type of message played to the user.
`
`[0016] In accordance With another aspect of this embodi
`ment of the invention, a communications system is disclosed
`comprising an interface to receive signals to establish a call
`connection With one of a plurality of users associated With
`an account and a processor coupled to the interface. The
`processor is programmed to identify a pro?le of the user
`based, at least in part, on a voiceprint of the user and identify
`a preference of the user associated With the pro?le. The
`preference may be related to related to message limits, for
`eXample.
`[0017] In accordance With another embodiment of the
`invention, a method of operating a communications system
`is disclosed, Wherein a plurality of users of the system may
`be associated With an account With the system and the
`account has a plurality of voiceprint samples corresponding
`to at least some of the plurality of users associated With the
`account. The method comprises receiving a call from one of
`a plurality of users associated With an account and inserting
`an identi?er of the one of the plurality of users into an event
`record for the call based, at least in part, on a voiceprint of
`the user. Billing records and bills may therefore be generated
`Wherein calls are allocated to individual users associated
`With the account. The identi?er may be a name of the user,
`a personal identi?cation number of the user, a business
`department name or a business department number, for
`eXample. The event records may be sent to a billing platform
`for compilation.
`
`[0018] In accordance With an aspect of this embodiment of
`the invention, a communications system is disclosed com
`prising an interface to receive signals to establish a call
`connection With a caller and a processor coupled to the
`interface. The processor is programmed to insert an identi
`?er of the one of the plurality of users into an event record
`for the call based, at least in part, on a voiceprint of the user
`received in the call.
`
`[0019] In accordance With another embodiment of the
`invention, a method of operating a communications system
`is disclosed comprising identifying an account associated
`With a user of the system based, at least in part, on a
`voiceprint of the user and a ?rst voiceprint sample of the
`user, stored by the system. The method further comprises
`collecting a voiceprint of the user While the user is request
`ing a service from the system and processing the voiceprint
`for storage as a second voiceprint sample of the user. The
`voiceprint may be collected by tapping into the call, such as
`by conferencing into the call, for eXample. The voiceprint
`may be processed for storage by combining the voiceprint
`With prior voiceprints to derive the second voiceprint
`sample, for eXample.
`[0020] In accordance With an aspect of this embodiment of
`the invention, a communications system is disclosed com
`prising an interface to receive a call and a processor coupled
`to the interface. The processor is programmed to identify an
`account associated With a user of the system based, at least
`in part, on a voiceprint of the user and a ?rst voiceprint
`sample or model of the user, stored by the system. The
`processor is further programmed to collect a voiceprint of
`the user While the user is requesting a service from the
`system and process the voiceprint for storage as a second
`voiceprint sample of the user.
`
`[0021] In accordance With another embodiment of the
`invention, a method of operating a communications system
`
`

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`US 2005/0041784 A1
`
`Feb. 24, 2005
`
`is disclosed comprising, setting a voiceprint comparison
`threshold to identify a user based, at least in part, on a phone
`type of the phone used to call the system. The phone type
`may be determined based, at least in part, on at least one of
`user registration information, local exchange routing guide
`information, and an operating company associated With the
`phone, for eXample. Avoiceprint of a user may be compared
`to a voiceprint sample and the result may be compared the
`set threshold. The identity of a caller as a particular user
`associated With a respective account of the system, may
`thereby be veri?ed.
`
`[0022] In accordance With an aspect of this embodiment of
`the invention, a communications system is disclosed com
`prising an interface to receive a call and a processor coupled
`to the interface. The processor is programmed to set a
`voiceprint comparison threshold to identify a caller based, at
`least in part, on a phone type of a phone used to call the
`system.
`[0023] In accordance With another embodiment of the
`invention, a method of operating a communications system
`is disclosed comprising monitoring changes in at least one of
`phone numbers and addresses of accounts of users of the
`system and ?agging accounts Wherein at least one of the
`phone number and address has changed. The method may
`further comprise raising a voiceprint veri?cation threshold if
`the account is ?agged.
`
`[0024] In accordance With an aspect of this embodiment of
`the invention, a communications system is disclosed com
`prising an interface to receive a call and a processor coupled
`to the interface. The processor is programmed to monitor
`changes in at least one of phone numbers and addresses of
`accounts of users of the system and ?ag accounts Wherein
`the at least one of the phone number and address has
`changed. The processor may be further programmed to
`identify an account associated With the phone and raise a
`voiceprint comparison threshold if the account is ?agged.
`
`[0025] In accordance With another embodiment of the
`invention, a method of operating an information assistance
`service system is disclosed comprising registering a party as
`a user of the system by collecting teXt independent verbal
`information from the caller, to set up an account. The
`method further comprises recording the teXt independent
`verbal information and generating a voiceprint sample from
`the verbal information. When a call is received from the user
`seeking information assistance, the method identi?es the
`account of the user based, at least in part, on signals received
`in establishing the call With the system. Avoiceprint of the
`user is received and the identity of the user is veri?ed based,
`at least in part, on the voiceprint of the user. Information
`assistance is then provided. The method may further com
`prise registering a second party as a second user of the
`system, in association With the account, by collecting teXt
`independent verbal information from the second party,
`recording the teXt independent verbal information and gen
`erating a voiceprint sample from the verbal information. In
`accordance With another aspect of this embodiment, an
`information assistance service system is disclosed, as Well.
`
`[0026] The terms “users” and “subscribers” are used inter
`changeably in the description and claims to refer to parties
`registered to use the system. The terms may include a party
`Who is responsible for payment for use of the system
`pursuant to an account With the system and other parties the
`
`responsible party designates as being authoriZed to use the
`system under the responsible party’s account. For eXample,
`the responsible party may authoriZe family members to use
`the system under the account. A business may authoriZe
`particular employees to use the system under the account.
`
`[0027] These inventions may be used separately or
`together in a communications system, such as an informa
`tion assistance service system.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`[0028] Further objects, features and advantages of the
`invention Will become apparent from the folloWing detailed
`description taken in conjunction With the accompanying
`draWing shoWing an illustrative embodiment of the inven
`tion, in Which:
`
`[0029] FIG. 1 is an eXample of a communications system,
`here an information assistance service system, including
`information assistance service centers (“IASCs”), an infor
`mation hub and a billing platform, that may implement
`aspects of the present invention;
`
`[0030] FIG. 2 is an eXample of an IASC of FIG. 1, in
`more detail;
`
`[0031] FIG. 3 is an eXample of a pro?le gateWay of FIG.
`2, in more detail;
`
`[0032] FIG. 4 is an eXample of a voiceprint gateWay of
`FIG. 2, in more detail;
`
`[0033] FIG. 5 is a ?oWchart of an eXample of a method of
`obtaining a voiceprint sample in accordance With one
`embodiment of the present invention;
`
`[0034] FIG. 6 is a ?oWchart of an eXample of a method of
`obtaining additional verbal utterances for use in deriving a
`voiceprint sample in accordance With another embodiment
`of the present invention;
`
`[0035] FIG. 7a is a ?oWchart of an eXample of a method
`of adjusting a threshold for use in verifying a voiceprint in
`accordance With an embodiment of the present invention;
`
`[0036] FIG. 7b is a ?oWchart of an eXample of a method
`of using a different voiceprint sample, dependent on a phone
`used to call the system;
`
`[0037] FIG. 8 is a ?oWchart of a method of adjusting a
`threshold in accordance With another embodiment of the
`present invention, When there is reason to believe that a
`subscriber’s phone number may have changed;
`
`[0038] FIG. 9 is a ?oWchart of an eXample of a method of
`setting message limits for each party of a multi-party
`account in accordance With another embodiment of the
`present invention;
`
`[0039] FIG. 10 is a ?oWchart of a method of allocating
`calls to particular parties of a multi-party account, in accor
`dance With another embodiment of the invention;
`
`[0040] FIG. 11 is an eXample of a call detail record
`including an identi?er of a particular party of a multi-party
`account, for use in the method of FIG. 10; and
`
`[0041] FIG. 12 is an eXample of an alternative IASP for
`use in the system of FIG. 1.
`
`

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`US 2005/0041784 A1
`
`Feb. 24, 2005
`
`DETAILED DESCRIPTION
`
`[0042] FIG. 1 illustrates an example of a communications
`system 10 for implementing the present inventions. In this
`example, the communications system 10 is an information
`assistance service system. The information assistance ser
`vice system 10 includes a plurality of operators dispersed
`throughout a Wide coverage area in information assistance
`service centers (“IASCs”) 22 through 28. IASCs 22 through
`28 are coupled to each other and to one or more information
`hubs 30 through a netWork 40. The netWork may be a Wide
`area netWork (“WAN”) 40 covering an extensive area, for
`example. WAN 40 can be an Internet-based netWork, such as
`the World Wide Web, or a private intranet based netWork.
`Each of IASCs 22 through 28 may cover one or more
`regional coverage areas. Information assistance service sys
`tem 10 may be accessed directly by a user on a Wireline
`phone, Wireless phone, and other such communications
`devices through Which a customer may communicate With
`service 10 by voice.
`
`[0043] Information hub 30 may include one or more
`processors, such as information server 32, Which is acces
`sible by the operators in the system 10, and one or more
`memory devices, such as information database 34, in Which
`identifying information about each subscriber is stored and
`maintained. The user information may be in the form of
`individual subscriber folders for each current subscriber
`account. Each subscriber account may include one or more
`individual subscribers. For example, a single account may
`include multiple members of a family or multiple employees
`of a business. Folders may be maintained for former sub
`scriber accounts, as Well.
`
`[0044] Each folder may be associated With one or more
`communications identi?cations of the respective subscrib
`er’s communications devices that the subscriber has regis
`tered With system 10 as part of the account. For example, the
`communications identi?cation may be a phone number of a
`subscriber’s Wireline or Wireless phone. The communica
`tions identi?cation may be an Automatic Number Identi?er
`(“ANI”), for example. The presence or absence of a sub
`scriber folder corresponding to a phone number or other
`such identifying data may be used to indicate Whether a
`caller is a subscriber to the system or not.
`
`[0045] The folder may include a user pro?le, as described
`in co-pending application Ser. No. 09/865,230, ?led on May
`25, 2002 (“the ’230 application”), assigned to the assignee
`of the present invention and incorporated by reference
`herein. The user pro?le may contain preferences of the
`subscriber related to subscribed services, such as preferred
`Ways of receiving the services, and methods of delivering
`information to the subscriber. Information server 32 may
`include clock and calendar functions. The user pro?le may
`also contain a voiceprint sample of the one or more sub
`scribers associated With the account. The voiceprint sample
`may be compared to a voiceprint received from a caller to
`verify the identity of the caller, enabling greater personal
`iZation of services, as described further, beloW.
`[0046] The personal preferences in the user pro?le may be
`speci?ed by a subscriber during registration With system 10
`via a phone call, for example, in response to registration
`questions posed by an operator or a voice response unit
`(“VRU”), for example. Personal preferences may also be
`entered and changed via a Web page. A subscriber Will
`
`typically also register the phone number of each phone that
`may be used to call system 10, and identify the type of phone
`as a Wireline or Wireless phone. A phone that is used as a
`speakerphone may also be identi?es as such.
`
`[0047] One or more voiceprints may be obtained during
`the registration process and subsequent calls betWeen a
`subscriber and system 10 to derive a voiceprint sample, in
`accordance With certain embodiments of the invention, as
`discussed further beloW. If there are multiple parties to an
`account, each party may provide a voiceprint during regis
`tration by speaking on the phone in turn, or at a later date.
`[0048] Subscriber folders and other such information may
`also be stored locally at one or more of the IASCs 22 through
`28, as described in the ’230 application. Local storage may
`speed access to the information by a respective LASC 22
`through 28. The folders and information at different IASCs
`may be synchroniZed. Synchronized databases provide nec
`essary backup as Well as support