Method, apparatus, and computer program product for customized assistance to a user

• US 20040249855A1
• Filed: 06/05/2003
• Published: 12/09/2004
• Est. Priority Date: 06/05/2003
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Detweiler, Samuel Roy, Detweiler, Keely RaNae, Hall, Helen S.
• Application Number:
  US10/455,171
• Publication Number:
  US 20040249855A1
• Time in Patent Office: Days
• US Class Current: 707/104.1
• CPC Class Codes: G06Q 30/00 Commerce

Abstract

According to one form of the invention, a method for providing special needs services information to a customer includes receiving an identification of the customer by an enterprise. A universal database is then accessed. The universal database includes information identifying a special need of the customer. The database information for the customer is selectable responsive to the customer'"'"'s identification. An enterprise database is also accessed that includes information identifying special needs services available from the enterprise. The customer is sent an indication of a set of special need related services that are-available from the enterprise for the customer. The set of services is determined by the enterprise database responsive to the customer'"'"'s special need information.

Claims

1. A method for providing, by an enterprise, special needs services information to a customer, the method comprising the steps of:

receiving an identification of the customer;

accessing a universal database, wherein the universal database includes information identifying a special need of the customer, the database information for the customer being selectable responsive to the customer'"'"'s identification;

accessing an enterprise database, wherein the enterprise database includes information identifying special needs services available from the enterprise;

sending an indication to the customer of a set of special needs services available from the enterprise for the customer, wherein the set of services is determined by the enterprise database responsive to the customer'"'"'s special need information.

2. The method of claim 1, wherein the customer'"'"'s identification is received by the enterprise from an agent, and the method comprises the agent:

receiving the customer identification and a location indicator for the customer;

sending the customer'"'"'s location indicator to an enterprise registry;

receiving from the registry information for accessing the enterprise, wherein the registry determines the access information responsive to the customer location indicator; and

sending the customer'"'"'s identification to the enterprise responsive to the enterprise access information.

3. The method of claim 2, wherein the step of receiving access information for the enterprise from the registry includes receiving information identifying a number of entities, and wherein the method comprises the steps of:

sending the identity of the numerous entities to the customer; and

receiving a selection of the customer for one of the entities.

4. The method of claim 3, wherein the entities include enterprises.

5. The method of claim 3, wherein the entities include additional agents.

6. The method of claim 5, wherein the customer sends the selection to one of the additional agents.

7. The method of claim 1, wherein there are a number of universal databases and the step of accessing a universal database includes selecting one of the universal databases responsive to the customer'"'"'s location indicator, the customer'"'"'s identification or a location for the enterprise.

8. A computer program product for providing, by an enterprise, special needs services information to a customer, the computer program product comprising computer readable storage media, the storage media comprising:

instructions for receiving an identification of the customer;

instructions for accessing a universal database, wherein the universal database includes information identifying a special need of the customer, the database information for the customer being selectable responsive to the customer'"'"'s identification;

instructions for accessing an enterprise database, wherein the enterprise database includes information identifying special needs services available from the enterprise;

instructions for providing an indication to the customer of a set of special needs services available from the enterprise for the customer, wherein the set of services is determined by the enterprise database responsive to the customer'"'"'s special need information.

9. The computer program product of claim 8, wherein the customer'"'"'s identification is received by the enterprise from an agent, and the computer program product comprises computer readable storage media for the agent, wherein the agent storage media comprises:

instructions for receiving the customer identification and a location indicator for the customer;

instructions for sending the customer'"'"'s location indicator to an enterprise registry;

instructions for receiving from the registry information for accessing the enterprise, wherein the registry determines the access information responsive to the location indicator; and

instructions for sending the customer'"'"'s identification to the enterprise responsive to the enterprise access information.

10. The computer program product of claim 9, wherein the instructions for receiving the enterprise access information from the registry include instructions for receiving information identifying a number of entities, and wherein the agent storage media comprises:

instructions for sending the identity of the numerous entities to the customer; and

instructions for receiving a selection of the customer for one of the entities.

11. The computer program product of claim 10, wherein the entities include enterprises.

12. The computer program product of claim 10, wherein the entities include additional agents.

13. The computer program product of claim 12, wherein the customer sends the selection to one of the additional agents.

14. The computer program product of claim 8, wherein there are a number of universal databases and the instructions for accessing a universal database includes instructions for selecting one of the universal databases responsive to the customer'"'"'s location indicator, the customer'"'"'s identification or a location for the enterprise.

15. An apparatus comprising:

a processor for an enterprise computer system;

a memory having instructions operable with the enterprise computer system processor for providing, by the enterprise, special needs services information to a customer, including performing the steps of;

receiving an identification of the customer;

accessing a universal database, wherein the universal database includes information identifying a special need of the customer, the database information for the customer being selectable responsive to the customer'"'"'s identification;

accessing an enterprise database, wherein the enterprise database includes information identifying special needs services available from the enterprise;

sending an indication to the customer of a set of special needs services available from the enterprise for the customer, wherein the set of services is determined by the enterprise database responsive to the customer'"'"'s special need information.

16. The apparatus of claim 15 comprising:

a processor for an agent computer system;

a memory having instructions operable with the agent computer system processor for providing, by the agent, special needs services information for the customer, including performing the steps of;

receiving the customer identification and a location indicator for the customer;

sending the customer'"'"'s location indicator to an enterprise registry;

receiving from the registry information for accessing the enterprise, wherein the registry determines the access information responsive to the customer location indicator; and

sending the customer'"'"'s identification to the enterprise responsive to the enterprise access information.

17. The apparatus of claim 16, wherein receiving the enterprise access information includes receiving information identifying a number of entities, and wherein the memory for the agent computer system including instructions operable with the agent computer system processor to perform the steps of:

sending the identity of the numerous entities to the customer; and

receiving a selection of the customer for one of the entities.

18. The apparatus of claim 17, wherein the entities include enterprises.

19. The apparatus of claim 17, wherein the entities include additional agents.

20. The apparatus of claim 19, wherein the customer sends the selection to one of the additional agents.

21. The apparatus of claim 15, wherein there are a number of universal databases and accessing a universal database includes selecting one of the universal databases responsive to the customer'"'"'s location indicator, the customer'"'"'s identification or a location for the enterprise.