EP-4092996-B1 - SYSTEM AND METHOD FOR PERSONALIZING THE LANGUAGE ASSOCIATED WITH OUTBOUND CALLS

Inventors

• TORREY, JASON
• SENA, JR, Guido Jonjie S.
• PETERSON, JON

Dates

Publication Date

20260506

Application Date

20220519

Claims (17)

1. A method comprising: receiving (502), from a calling party (110), an indication of a requested communication between the calling party (110) and a called party, the called party having a communications device (130); prior to permitting the requested communication to proceed between the calling party and the called party, and responsive to a query made by the calling party upon initiating of the requested communication, determining (504) a communication characteristic associated with the called party, wherein the communication characteristic includes a language characteristic of the called party; prior to permitting the requested communication to proceed between the calling party and the called party, and responsive to the query made by the calling party upon initiating of the requested communication, generating (506) customized display content based on the communication characteristic, wherein the customized display content includes at least one of a call reason, a caller logo, a caller-selected picture, or a caller-selected video; permitting (508) the requested communication to proceed between the calling party (110) and the called party; and causing (510) the customized display content to be transmitted via one or more communications channels (120a-c) and rendered on the communications device (130) on or prior to the called party being alerted to the requested communication.
2. The method of claim 1, wherein the requested communication is a telephone call or a text message.
3. The method of claim 1, wherein the communication characteristic (i) is received from a database (150) that is populated using historical information or received in real-time from a trusted source, and/or (ii) further includes a level of education of the called party.
4. The method of any of the previous claims, wherein the called party is an existing customer, a previous customer, or a prospective customer of the calling party.
5. The method of any of the previous claims, further comprising causing an agent of the calling party (110) to be selected as a caller based on the language characteristic.
6. The method of any of the previous claims, further comprising, following conclusion of the requested communication, causing additional display content to be transmitted via the one or more communications channels (120a-c) and rendered on the communications device (130).
7. The method of any of the previous claims, wherein the customized display content further depends on at least one of: (i) one or more policy criteria of the calling party (110), and (ii) technical capabilities of the communication device (130).
8. The method of any of the previous claims, further comprising: receiving from the calling party (110) a contact number associated with the called party; and determining from the communication characteristic a different contact number associated with the called party, the requested communication being effected using the different contact number.
9. An apparatus, comprising: memory; one or processors coupled to the memory, the memory storing instructions that when executed by the one or more processors cause the one or more processors to: receive (502), from a calling party (110), an indication of a requested communication between the calling party (110) and a called party, the called party having a communications device (130); prior to permitting the requested communication to proceed between the calling party and the called party, and responsive to a query made by the calling party upon initiating of the requested communication,_determine (504) a communication characteristic associated with the called party, wherein the communication characteristic include a language characteristic of the called party; prior to permitting the requested communication to proceed between the calling party and the called party, and responsive to the query made by the calling party upon initiating of the requested communication, generate (506) customized display content based on the communication characteristic, wherein the customized display content includes at least one of a call reason, a caller logo, a caller-selected picture, or a caller-selected video; permit (508) the requested communication to proceed between the calling party (110) and the called party; and cause (510) the customized display content to be transmitted via one or more communications channels (120a-c) and rendered on the communications device (130) on or prior to the called party being alerted to the requested communication.
10. The apparatus of claim 9, wherein the requested communication is a telephone call or a text message.
11. The apparatus of claim 9 or 10, wherein the communication characteristic is received from a database (150) that is populated using historical information or received in real-time from a trusted source.
12. The apparatus of any of claims 9 to 11, wherein the called party is an existing customer, a previous customer, or a prospective customer of the calling party.
13. The apparatus of any of claims 9 to 12, further comprising causing an agent of the calling party (110) to be selected as a caller based on the language characteristic.
14. The apparatus of any of claims 9 to 13, further comprising, following conclusion of the requested communication, causing additional display content to be transmitted via the one or more communications channels (120a-c) and rendered on the communications device (130).
15. The apparatus of any of claims 9 to 14, wherein the customized display content further depends on at least one of (i) one or more policy criteria of the calling party (110), and (ii)technical capabilities of the communication device (130).
16. The apparatus of any of claims 9 to 15, wherein the communication characteristic further includes a level of education of the called party.
17. The apparatus of any of claims 9 to 16, wherein the instructions further cause the one or more processors to: receive from the calling party (110) a contact number associated with the called party; and determine from the communication characteristic a different contact number associated with the called party, the requested communication being effected using the different contact number.

Description

FIELD The present disclosure relates generally to telecommunications, and more specifically to personalizing the language used in outbound calls in a communication to a called party. BACKGROUND Historically, communications from businesses to called parties were straightforward mundane activities that did not require much beyond a telephone line and the telephone number of the called party for the outbound call to be made and the relevant business transacted. Today, businesses now need to compete for the attention of the called parties, both to get their outbound call answered and for the business transaction to be successfully transacted. WO 2001/010100 describes a system and method for delivering audible caller identification information when standard Caller ID information cannot be provided. A calling party is prompted by an announcement to provide the audible caller identification information. The announcement may be tailored by changing the language of the announcement. The audible caller identification information is recorded and played to the called party in a message. US 2016/0381215 describes automatic determination of caller identification information and encoding of such information in outgoing data requests, such a API calls to a call management component. The caller identification information may be determined by analyzing information associated with a call target to determine if the target has a custom outbound telephone number assigned, was contacted through a specific campaign, has local geographic data, is being called from a specific entity, or is being made from a call originator with a specific outbound number set. The system may execute machine learning on previous calling data in order to update caller identification selection models used for other outgoing calls. US 2006/0182245 describes an identification manager that provides a user-generated identity of an initiating party during a connection to a destination. US 2013/272513 A1 describes method in which caller identification information associated with a call request from a sending communication endpoint device is obtained, where the information includes one or more identification associated with the endpoint device. Each identification specifies the same content in a different language. The call request and at least one of the identifications are transmitted over the network to be received by receiving endpoint communication devices connected to the network. Each receiving endpoint communication device can output at least one of the received identifications specified in a language designated for use by that receiving endpoint communication device. SUMMARY Aspects and advantages of embodiments of the present disclosure will be set forth in part in the following description, or may be learned from the description, or may be learned through practice of the embodiments. The invention is presented in the appended claims and the scope of protection of the invention is defined by these appended claims. An embodiment includes a method that includes receiving, from a calling party, an indication of a requested communication between the calling party and a called party, the called party having a communications device. The method further includes determining a communication characteristic associated with the called party, wherein the communication characteristic include a language characteristic of the called party. The method also includes generating customized display content based on the communication characteristic. In addition, the method includes permitting the requested communication to proceed between the calling party and the called party. The method also includes causing the customized display content to be transmitted via one or more communications channels and rendered on the communications device on or prior to the called party being alerted to the requested communication. Another embodiment includes an apparatus that includes memory, and one or processors coupled to the memory. The memory stores instructions that when executed by the one or more processors cause the one or more processors to receive, from a calling party, an indication of a requested communication between the calling party and a called party, the called party having a communications device. The instructions further cause the one or more processors to determine a communication characteristic associated with the called party, wherein the communication characteristic include a language characteristic of the called party. The instructions also cause the one or more processors to generate customized display content based on the communication characteristic. In addition, the instructions also cause the one or more processors to permit the requested communication to proceed between the calling party and the called party. The instructions also cause the one or more processors to cause the customized display content to be transmitted via one or more communications channe