Airport customer support dispatch system and method for operation for the same

• US 20050197848A1
• Filed: 04/23/2004
• Published: 09/08/2005
• Est. Priority Date: 03/08/2004
• Status: Abandoned Application

• Current Assignee: DAL Global Services LLC (AHL Services Incorporated), Geospatial Technologies Incorporated
• Original Assignee: DAL Global Services LLC (AHL Services Incorporated), Geospatial Technologies Incorporated
• Inventors: Johnson, Al, Farmakis, Tom, Chou, Y. Hong, Knowles, Thomas R.
• Application Number:
  US10/831,462
• Publication Number:
  US 20050197848A1
• Time in Patent Office: Days
• US Class Current: 705/7.41
• CPC Class Codes: G06Q 10/025 Coordination of plural reservations, e.g. plural trip segments, transportation combined with accommodation
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 50/30 Transportation; Communications
• CPC Class Codes: G06Q 50/40 Business processes related to the transportation industry shipping G06Q10/083

Abstract

The system supports special needs customer at an airport. A controller processes request, flight and personnel data, generates assignments, and distributes messages. Workstations register available personnel, import/export customer requests and flight information, edit additional customer and flight data, and authorize or overwrite dispatch decisions. Handheld devices provide customer registration, service recording and location registration, and communicate service instructions and activity planning. The controller receives and analyzes data based upon a set of conditions that determine the status of any service request, the location where service is needed, the type of assistance needed, its priority, and the destination of the service. Upon arrival at the destination, or, based upon a set of predetermined conditions, the controller analyzes current conditions, determines the next set of requests and assignments, and provides information needed to support the next assignments. In an emergency, the controller prioritizes the emergency, and reports the emergency to dispatchers.

Claims

1. A system for dispatching airport customer support in response to a plurality of service support requests among a plurality of agents subject to the control of at least one dispatcher comprising:

a server to receive the plurality of service support requests and automatically process all data related to the plurality of service support requests and to provide real-time distribution of related data;

at least one work station for the agents and/or dispatcher to sign-on and off the system;

at least one handheld device for each of the agents; and

a wireless communication network to support real-time data transmission between the server, work station, and handheld device,

where the server automatically correlates spatial and nonspatial information relating to the plurality of service support requests from which correlations dispatch decisions to provide commands to the agents are generated and by which the plurality of service support requests are satisfied in compliance with predetermined guidelines.

2. The system of claim 1 where the handheld device comprises:

a wireless communication tool;

a screen to display messages and allow the agent to enter a specific action code; and

an identification device to identify information on a ticket, boarding pass, or other object to identify a customer or location.

3. The system of claim 1 where the agent may sign-on/off the system either using the handheld device or the workstation, where the signed-on agent becomes an active communication node of the system until the agent signs off the system, where the agent may change his status by using either the handheld device or the workstation, and where any change of status of the agent is automatically registered to the server through the wireless communication network for dispatcher review.

4. The system of claim 1 where the server records the current status of each active agent in the system, where a screen is provided on the work station or handheld device to display the current status of any active agent as differentiated by different symbols, colors, or status codes so that the status of any active agent is indicated to the dispatcher.

5. The system of claim 1 where the server uses either a direct database link, an import/export procedure, or manual entry to record all the demands for customer support, and where each customer that demands support is registered in real-time in association with the current status of arrival time, arrival flight, arrival gate, departure time, departure flight, departure gate, or other information related to the demand for support.

6. The system of claim 1 where the server employs either a direct database link, or an import/export procedure, or manual entry to record the flight information in real time, including the arrival time and gate, departure time and gate, and other related flight information.

7. The system of claim 1 where the server responds in real time automatically to any flight change, including the change of arrival time and gate, departure time and gate, and other related flight information.

8. The system of claim 1 where the server automatically matches a customer support request to at least one of the available agents, and offers options as to automatically assign a deal to at least one agent or to allow the dispatcher to manually assign a deal to at least one agent, including overwriting an automatic assignment.

9. The system of claim 1 where the server assigns deals to agents according to a predefined priority schedule.

10. The system of claim 1 where the server assigns deals to agents by taking into consideration the special requirements of the customer support request, identifies the agents who are qualified to provide the requested service of a deal, and either automatically shows the qualified agents or lists the qualified agents for the dispatcher to manually assign the deal.

11. The system of claim 1 where the server assigns a deal to at least one agent by taking into consideration the current location of the active agents, and by identifying those agents closest to the deal.

12. The system of claim 1 where the server generates a map display to show either the current position of each agent or the last reported position, wherein the position is automatically registered with the server when the agent registers the location at a gate, a transfer point, or at any facility, using the handheld device to transmit the position information automatically to the server.

13. The system of claim 1 where the server generates a map display to show locations of customers waiting for services, agents and equipment available to provide the needed services as represented by a differentiated symbol to indicate different statuses and where the map shows the closest agent to any specific need.

14. The system of claim 1 where the handheld device has a button or keyboard for entry of a code to register the agent'"'"'s current position, activation of the button or entry of the code automatically registering the current position of the agent to the server through the wireless communication network.

15. The system of claim 1 where the server computes the lapse time since arrival of any customer, and displays the status including agents assigned, agents to be assigned, agents arrived, and/or service provided.

16. The system of claim 1 where the server issues warning signals to the dispatcher if any customer has been waiting for a predetermined period of time or longer.

17. The system of claim 1 further comprising a flight information database and customer support database, and where the server records all the activity of the services, flight information, and customer requests in a database, and retrieves selected information for analysis or verification.

18. The system of claim 17 where the server generates periodical service reports, summary statistics, and/or exception reports of the services provided.

19. The system of claim 17 further comprising means for providing an integrated system related to common airport operations including cabin service, ramp, and/or cargo services, wherein each service type has an additional database, is updated in real-time and linked to the flight information database and customer support database, and where the agents include personnel supporting related services.

20. The system of claim 17 further comprising means for adapting the system to transportation operations for water and/or ground transportation, which include a location detection device in each vehicle in the role of an agent.

21. A method for dispatching airport customer support among a plurality of agents in response to a plurality of service support requests subject to the control of at least one dispatcher comprising:

receiving the plurality of service support requests;

automatically processing data related to the plurality of service support requests to correlate spatial and nonspatial information relating to the plurality of service support requests;

generating from the correlations dispatch decisions to provide commands to the agents are generated and by which the plurality of service support requests are satisfied in compliance with predetermined guidelines;

providing real-time distribution of related data and commands;

managing the real-time communication of data and commands between the plurality of agents and a dispatcher through a wireless communication network through the use of a server communicated to the wireless communication network; and

communicating data with the plurality of agents through at least one handheld device carried by each of the agents, which the data is communicated in real time concerning airport customer support requests and the location and identity of available agents

22. The method of claim 21 where communicating data with the plurality of agents through at least one handheld device comprises communicating through a wireless communication tool in the handheld device, displaying a message on a screen in the handheld device, entering a specific action code in the handheld device and identifying information on a ticket, boarding pass, or other object to identify a customer or location.

23. The method of claim 21 where communicating data with the plurality of agents comprises signing on or off either using the handheld device or a workstation, where the signed-on agent becomes an active communication node of network until the agent signs off the network, changing the status of the agent by using either the handheld device or the workstation, and automatically registering any change of status of the agent through the wireless communication network for dispatcher review.

24. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises recording the current status of each active agent in the network, and providing a screen on the work station or handheld device to display the current status of any active agent as differentiated by different symbols, colors, or status codes so that the status of any active agent is indicated to the dispatcher.

25. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises using either a direct database link, an import/export procedure, or manual entry to record all the demands for customer support, and registering in real-time each customer who demands support in association with the current status of arrival time, arrival flight, arrival gate, departure time, departure flight, departure gate, or other information related to the demand for support.

26. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises employing either a direct database link, an import/export procedure, or manual entry to record the flight information in real time, including the arrival time and gate, departure time and gate, and other related flight information.

27. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises automatically responding in real time to any flight change, including the change of arrival time and gate, departure time and gate, and other related flight information.

28. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises automatically matching a customer support request to at least one of the available agents, and offering options as to automatically assign a deal to at least one agent or allowing the dispatcher to manually assign a deal to at least one agent, including overwriting an automatic assignment.

29. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises assigning deals to agents according to a predefined priority schedule.

30. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises assigning deals to agents by taking into consideration the special requirements of the customer support request, identifying the agents who are qualified to provide the requested service of a deal, and either automatically showing the qualified agents or listing the qualified agents for the dispatcher to manually assign the deal.

31. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises assigning a deal to at least one agent by taking into consideration the current location of the active agents, and by identifying those agents closest to the deal.

32. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises generating a map display to show either the current position of each agent or the last reported position, and automatically registering the position of agent when the agent registers the location at a gate, a transfer point, or at any facility, using the handheld device to automatically transmit the position information.

33. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises generating a map display to show locations of customers waiting for services, agents and equipment available to provide the needed services as represented by a differentiated symbol to indicate different statuses and showing the closest agent to any specific need.

34. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises automatically registering the agent'"'"'s current position through the wireless communication network by activating a button or entry of a code on the handheld device.

35. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises computing the lapsed time since arrival of any customer, and displaying the status including agents assigned, agents to be assigned, agents arrived, and/or service provided.

36. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises issuing warning signals to the dispatcher if any customer has been waiting for a predetermined period of time or longer.

37. The method of claim 21 where automatically processing data related to the plurality of service support requests comprises providing a flight information database and customer support database, recording all the activity of the services, flight information, and customer requests in a database, and retrieving selected information for analysis or verification.

38. The method of claim 37 where automatically processing data related to the plurality of service support requests comprises generating periodical service reports, summary statistics, and/or exception reports of the services provided.

39. The method of claim 37 further comprising providing an integrated method related to common airport operations including cabin service, ramp, and/or cargo services, wherein each service type has an additional database, is updated in real-time and linked to the flight information database and customer support database, and where the agents include personnel supporting related services.

40. The method of claim 37 further comprising adapting the method to transportation operations for water and/or ground transportation, which include a location detection device in each vehicle in the role of an agent.