Methods and apparatus for food brokering services

• US 20060080163A1
• Filed: 03/17/2005
• Published: 04/13/2006
• Est. Priority Date: 09/29/2004
• Status: Abandoned Application

• Current Assignee: Order Inn, Inc.
• Original Assignee: Order Inn, Inc.
• Inventors: Sutcliffe, Eric
• Application Number:
  US11/082,751
• Publication Number:
  US 20060080163A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 30/08 Auctions
• CPC Class Codes: G06Q 50/12 Hotels or restaurants
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods and apparatus for brokering food services are disclosed. The methods and apparatus described herein provide quality controlled room service to guests of hotels that do not otherwise have traditional room service available. A call center operator routes each call to the appropriate restaurant and stays on the phone line to monitor the call. The restaurant delivers the order and collects the appropriate fee. Data captured by the call center is transmitted to the broker, and the broker uses this data to maintain customer service and to determine the amount of money each restaurant collected on behalf of the broker.

Claims

1. A method of brokering food services, the method comprising:

facilitating a first call from a customer to a call center operator;

determining a geographical identifier associated with the customer;

determining a restaurant based on the geographical identifier;

facilitating a second call from the call center operator to an order taker associated with the restaurant;

connecting the customer, the call center operator, and the order taker in at least a three-way call; and

facilitating a recording of information by the call center operator during the at least three-way call, the information being associated with a food order given to the order taker by the customer, the information being transmitted from a computer associated with the call center operator to a computer associated with a food services broker in real-time.

2. A method as defined in claim 1, further comprising displaying a restaurant specific menu on a computer screen associated with the call center operator based on the geographical identifier.

3. A method as defined in claim 2, wherein data used to generate the restaurant specific menu is transmitted from the computer associated with the food services broker to the computer associated with the call center operator in real time.

4. A method as defined in claim 3, wherein the restaurant specific menu is displayed to the call center operator via a web browser.

5. A method as defined in claim 1, further comprising transmitting call center script data from the computer associated with the food services broker to the computer associated with the call center operator in real time.

6. A method as defined in claim 5, wherein the call center script data is displayed to the call center operator via a web browser.

7. A method as defined in claim 1, further comprising:

generating a report based on the information recorded by the call center operator; and

transmitting the report to the restaurant.

8. A method as defined in claim 7, wherein the report is displayed to an owner of the restaurant via a web browser.

9. A method as defined in claim 1, further comprising facilitating delivery of food from the restaurant to the customer.

10. A method as defined in claim 1, further comprising transferring funds from a first account associated with the restaurant to a second account associated with the food services broker.

11. A method as defined in claim 10, wherein transferring funds from the first account to the second account comprises electronically transferring funds in an amount based on the information recorded by the call center operator.

12. A method as defined in claim 1, wherein facilitating the first call from the customer to the call center operator comprises receiving the first call from a hotel guest.

13. A method as defined in claim 1, wherein determining the geographical identifier associated with the customer comprises asking the customer for an area number printed on a menu.

14. A method as defined in claim 1, wherein determining the geographical identifier associated with the customer comprises reading caller identification information associated with the first call.

15. A method as defined in claim 1, wherein determining the geographical identifier associated with the customer comprises selecting a hotel address.

16. An apparatus for brokering food services, the apparatus comprising at least one computing device structured to:

facilitate a first call from a customer to a call center operator;

determine a geographical identifier associated with the customer;

determine a restaurant based on the geographical identifier;

facilitate a second call from the call center operator to an order taker associated with the restaurant;

connect the customer, the call center operator, and the order taker in at least a three-way call; and

facilitate a recording of information by the call center operator during the at least three-way call, the information being associated with a food order given to the order taker by the customer, the information being transmitted from a computer associated with the call center operator to a computer associated with a food services broker in real-time.

17. An apparatus as defined in claim 16, wherein the at least one computing device is structured to display a restaurant specific menu on a computer screen associated with the call center operator based on the geographical identifier.

18. An apparatus as defined in claim 17, wherein data used to generate the restaurant specific menu is transmitted from the computer associated with the food services broker to the computer associated with the call center operator in real time.

19. An apparatus as defined in claim 18, wherein the restaurant specific menu is displayed to the call center operator via a web browser.

20. An apparatus as defined in claim 16, wherein the at least one computing device is structured to transmit call center script data from the computer associated with the food services broker to the computer associated with the call center operator in real time.

21. An apparatus as defined in claim 20, wherein the call center script data is displayed to the call center operator via a web browser.

22. An apparatus as defined in claim 16, wherein the at least one computing device is structured to:

generate a report based on the information recorded by the call center operator; and

transmit the report to the restaurant.

23. An apparatus as defined in claim 22, wherein the report is displayed to an owner of the restaurant via a web browser.

24. An apparatus as defined in claim 16, wherein the at least one computing device is structured to facilitate delivery of food from the restaurant to the customer.

25. An apparatus as defined in claim 16, wherein the at least one computing device is structured to cause a transfer of funds from a first account associated with the restaurant to a second account associated with the food services broker.

26. An apparatus as defined in claim 25, wherein transferring funds from the first account to the second account comprises electronically transferring funds in an amount based on the information recorded by the call center operator.

27. An apparatus as defined in claim 16, wherein facilitating the first call from the customer to the call center operator comprises receiving the first call from a hotel guest.

28. An apparatus as defined in claim 16, wherein determining the geographical identifier associated with the customer comprises determining an area number printed on a menu.

29. An apparatus as defined in claim 16, wherein determining the geographical identifier associated with the customer comprises reading caller identification information associated with the first call.

30. A computer-readable medium storing instructions to cause at least one computing device to:

facilitate a first call from a customer to a call center operator;

determine a geographical identifier associated with the customer;

determine a restaurant based on the geographical identifier;

facilitate a second call from the call center operator to an order taker associated with the restaurant;

connect the customer, the call center operator, and the order taker in at least a three-way call; and

facilitate a recording of information by the call center operator during the at least three-way call, the information being associated with a food order given to the order taker by the customer, the information being transmitted from a computer associated with the call center operator to a computer associated with a food services broker in real-time.

31. A computer-readable medium as defined in claim 30, wherein the instructions are structured to cause the at least one computing device to display a restaurant-specific menu on a computer screen associated with the call center operator based on the geographical identifier.

32. A computer-readable medium as defined in claim 31, wherein data used to generate the restaurant-specific menu is transmitted from the computer associated with the food services broker to the computer associated with the call center operator in real time.

33. A computer-readable medium as defined in claim 32, wherein the restaurant specific menu is displayed to the call center operator via a web browser.

34. A computer-readable medium as defined in claim 30, wherein the instructions are structured to cause the at least one computing device to transmit call center script data from the computer associated with the food services broker to the computer associated with the call center operator in real time.

35. A computer-readable medium as defined in claim 34, wherein the call center script data is displayed to the call center operator via a web browser.

36. A computer-readable medium as defined in claim 30, wherein the instructions are structured to cause the at least one computing device to:

generate a report based on the information recorded by the call center operator; and

transmit the report to the restaurant.

37. A computer-readable medium as defined in claim 36, wherein the report is displayed to an owner of the restaurant via a web browser.

38. A computer-readable medium as defined in claim 30, wherein the instructions are structured to cause the at least one computing device to facilitate delivery of food from the restaurant to the customer.

39. A computer-readable medium as defined in claim 30, wherein the instructions are structured to cause the at least one computing device to cause a transfer of funds from a first account associated with the restaurant to a second account associated with the food services broker.

40. A computer-readable medium as defined in claim 39, wherein transferring funds from the first account to the second account comprises electronically transferring funds in an amount based on the information recorded by the call center operator.

41. A computer-readable medium as defined in claim 30, wherein facilitating the first call from the customer to the call center operator comprises receiving the first call from a hotel guest.

42. A computer-readable medium as defined in claim 30, wherein determining the geographical identifier associated with the customer comprises determining an area number printed on a menu.

43. A computer-readable medium as defined in claim 30, wherein determining the geographical identifier associated with the customer comprises reading caller identification information associated with the first call.