Abstract: Information pertaining to selected events occurring during an information assistance call is recorded in a database. The database is maintained by a device in the information/call center referred to as a call tracker. For example, with respect to a given call, a record may be generated in the database when the call is received, which servers and/or applications interact with the user during the call, which services are provided to the user, etc. Upon the occurrence of a selected event during a call, an “event message” conveying information about the event is generated and transmitted to the call tracker. The event message comprises an identifier associated with the call and one or more values indicating a type of event that has occurred with respect to the call. The call tracker stores information from the event message in the database.

Abstract: In providing an information assistance service to a user, data retrieved from a user profile may be utilized not only to provide information, but also personalized services to the user. An operator may determine from the user profile user preferences pertaining to, for example, hotel accommodations, restaurant features, or vehicle features. Default preference values may be assigned to different service features when a new user profile is created, which are subject to changes by the user. Various service features specified in a profile record may be grouped into a family based on an attribute, a habit or lifestyle of the user. The first time a user personally changes an existing preference value, or selects a new preference value for a service feature in a family, the preference values for all other service features in the same family are affected.