Technique for providing information assistance including concierge-type services
First Claim
1. A method for facilitating fulfillment of a concierge-type request comprising:
- receiving a call at a directory assistance center from a caller desiring information regarding establishments which satisfy criteria specified by the caller;
connecting the caller to a first operator;
performing a search of a database for establishments which satisfy the criteria;
conveying results of the search to the caller;
connecting the caller to a first establishment identified by the search;
storing the results and an identification of the first establishment in a database;
monitoring the connection between the caller and the first establishment for an indication by the caller that the caller desires additional service from said directory assistance center;
connecting the caller to a second operator if the indication is received; and
conveying information to the caller regarding results of the search and at least a second establishment identified in the search which the caller has not yet attempted to connect to, and offering the caller the opportunity to be connected to the at least second establishment.
1 Assignment
0 Petitions
Accused Products
Abstract
Telephone users desiring concierge-type services may connect via standard telephone procedures to a directory assistance provider, such as an operator or voice server. For example, the users may communicate to the provider a concierge-type service request for making a restaurant reservation. The provider may process the request in real time through an on-line reservation system (ORS) or off-line, in accordance with the invention. In processing the request off-line, a pool of fulfillment agents may engage in such action as necessary to fulfill the request. The agents are networked to directory assistance and concierge databases and to third-party providers of concierge services to facilitate the process.
66 Citations
70 Claims
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1. A method for facilitating fulfillment of a concierge-type request comprising:
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receiving a call at a directory assistance center from a caller desiring information regarding establishments which satisfy criteria specified by the caller;
connecting the caller to a first operator;
performing a search of a database for establishments which satisfy the criteria;
conveying results of the search to the caller;
connecting the caller to a first establishment identified by the search;
storing the results and an identification of the first establishment in a database;
monitoring the connection between the caller and the first establishment for an indication by the caller that the caller desires additional service from said directory assistance center;
connecting the caller to a second operator if the indication is received; and
conveying information to the caller regarding results of the search and at least a second establishment identified in the search which the caller has not yet attempted to connect to, and offering the caller the opportunity to be connected to the at least second establishment. - View Dependent Claims (2, 3, 4, 5)
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6. A method for providing at least concierge-type service and directory assistance service comprising:
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(a) receiving a call at a directory assistance center from a caller;
(b) directing the call to an operator;
(c) determining that the caller would like a concierge request fulfilled;
(d) calling an establishment in an attempt to fulfill the caller'"'"'s concierge request while the caller waits; and
(e) providing the caller with information regarding the attempt to fulfill the concierge request. - View Dependent Claims (7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39)
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28. A method for providing at least concierge-type and directory assistance services comprising:
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(a) receiving a call at a directory assistance center from a caller;
(b) directing the call to an operator;
(c) determining that the caller wants to have a concierge request concerning an establishment fulfilled;
(d) electronically communicating with an entity capable of fulfilling concierge requests for the establishment in an attempt to fulfill the concierge request; and
(e) providing the caller with information regarding the attempt to fulfill the concierge request.
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40. A method for attempting to fulfill concierge requests comprising:
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receiving a call at a directory assistance center from a caller;
determining that the caller wants to have a concierge request fulfilled;
ascertaining whether the concierge request can be fulfilled during the call;
if the concierge request can be fulfilled during the call, fulfilling the concierge request; and
if the concierge request cannot be fulfilled during the call, forwarding the concierge request to a fulfillment agent for fulfillment after completion of the call. - View Dependent Claims (41, 42)
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43. A method for tracking concierge requests by a concierge provider comprising:
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receiving a plurality of related concierge requests;
storing identifiers with information stored about the related concierge requests such that the identifiers indicate that the concierge requests are related; and
automatically taking a first action on a first one of the related concierge requests as a function of a second action taken on a second one of said related concierge requests. - View Dependent Claims (44, 45, 46, 47, 48, 49, 50)
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51. A method for storing information related to concierge service requests comprising:
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receiving a call at a concierge service provider from a caller desiring fulfillment of a concierge service request;
directing the call to a concierge service provider operator;
storing information relating to said concierge service request in a first database for a first period of time;
storing the information in a second database for a second period of time; and
providing concierge service provider operators with first access to data in said first database during calls from callers desiring fulfillment of concierge service requests;
whereby concierge service provider operators'"'"' second access to data in the second database during calls from callers desiring fulfillment of concierge service requests is more limited than the first access. - View Dependent Claims (52, 53, 54, 55, 56, 57, 58, 59)
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60. A system for providing at least concierge-type and directory assistance services comprising:
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a directory assistance interface for receiving a call from a caller who wants to have a concierge request concerning an establishment fulfilled;
a communications facility for electronically communicating with an entity capable of fulfilling concierge requests for the establishment in an attempt to fulfill the concierge request; and
an output device for providing the caller with information regarding the attempt to fulfill the concierge request. - View Dependent Claims (61, 62, 63, 64, 65, 66, 67, 68, 69, 70)
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Specification