On demand real-time knowledge-based connectivity

• US 20060200356A1
• Filed: 04/11/2003
• Published: 09/07/2006
• Est. Priority Date: 04/11/2002
• Status: Abandoned Application

• Current Assignee: Accenture Global Services GmbH (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Wan, Dadong
• Application Number:
  US10/412,476
• Publication Number:
  US 20060200356A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass
• CPC Class Codes: H04M 15/68 Payment of value-added services
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2215/0196 Payment of value-added services, mainly when their charges are added on the telephone bill, e.g. payment of non-telecom services, e-commerce, on-line banking
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system and method for providing, on demand, real-time knowledge-based connection and communication between a layperson and an expert provider is disclosed. The system operates by receiving a request query from a user; providing the user with a plurality of appropriate providers; mapping an available provider based on user specifications; and connecting the user with one of the plurality of providers based on the user specifications. The system provides for the wireless connection and information exchange between the user and the expert based on the real-time user task environment.

Claims

1. A method for providing real-time entity interconnection, comprising:

receiving a request query from a user;

providing the user with a plurality of appropriate service providers;

mapping an available provider-based on user specifications; and

connecting the user with one of the plurality of service providers based on the user specifications.

2. The method of claim 1, wherein the mapping step further comprises:

receiving an initial service provider selection from the user;

determining whether the selected service provider is capable of being connected to the user; and

providing an indication of connectivity.

3. The method of claim 1, wherein the connecting step further comprises:

receiving a final service provider selection from the user; and

transmitting environment data to the selected service provider.

4. The method of claim 3, wherein the transmitting step further comprises:

establishing a connection to the selected service provider; and

transmitting real-time video data of the user environment.

5. The method of claim 1, further including receiving voice communications from the user and simultaneously receiving video information of the user environment.

6. A method for providing knowledge-based connectivity, comprising:

receiving an oral query from a user;

providing the user with a plurality of appropriate service providers in response to the query;

mapping an available service provider based on the user environment;

receiving real-time video environment information of the user environment; and

connecting the user with one of the plurality of service providers.

7. The method of claim 6, further including receiving a service provider selection from the user and determining whether the selected service provider is capable of receiving environment information from the user.

8. The method of claim 6, further including receiving connection data from the user and scanning a queue of available service providers for a connection and request match.

9. The method of claim 7, further including connecting the user with the selected provider.

10. The method of claim 9, further including transmitting the video environment information to the selected service provider.

11. The method of claim 10, further including simultaneously transmitting voice data with the video environment information.

12. The method of claim 6, further including monitoring the amount of time the user is connected to one of the plurality of service providers.

13. The method of claim 12, further including calculating a payment amount based on the monitored connection time.

14. The method of claim 13, further receiving a method of payment from the user.

15. A system for providing knowledge-based connectivity, comprising:

means for receiving a user request, the receiving means including voice recognition capability;

means for maintaining a list of service providers and providing a subset of the service provider list in response to the user request;

means for determining whether each of the service providers is appropriate and available for transfer of information to and from the user; and

means for providing a real-time connection between the user and one of the service providers.

16. The system of claim 15, further including means for simultaneously receiving voice and video information of the user environment.

17. The system of claim 16, further including means for capturing the user environment, the capturing means further including means for illuminating the user environment, a camera for providing an image of the user environment and means for transmitting the image to one of the service providers.

18. The system of claim 17, wherein the image is a digital image.

19. The system of claim 15, further including means for monitoring the amount of time the user is connected to one of the service providers.

20. The system of claim 19, further including means for calculating billing information based on the monitored connection time.

21. The system of claim 15, further including means for establishing a user account.

22. A knowledge-based connection system, comprising:

a processor; and

a memory coupled to the processor and maintaining instructions that, when executed by the processor, cause the processor to;

receive a request from a user;

providing the user with a plurality of appropriate service providers in response to the query;

mapping an available service provider based on the user environment;

receiving real-time video environment information of the user environment; and

connecting the user with one of the plurality of service providers.

23. The system of claim 22, wherein the memory further maintains instructions that cause the processor to receive a service provider selection from the user and determine whether the selected provider is capable of receiving environment information from the user.

24. The system of claim 22, wherein the memory further maintains instructions that cause the processor to transmit real-time video information of the user environment to one of the plurality of service providers.

25. The system of claim 22, wherein the user request is oral and the memory further maintains instructions that cause the processor to convert the oral request into a format suitable for execution by the processor.

26. The system of claim 25, wherein the memory further maintains instructions that cause the processor to simultaneously transmit user voice and video information in real time.

27. A system for providing knowledge-based connectivity, comprising:

means for receiving a user request;

means for maintaining a list of service providers and providing a subset of the service provider list in response to the user request;

means for determining whether each of the service providers is appropriate and available for transfer of information to and from the user; and

means for providing a real-time connection between the user and one of the service providers.

28. A system for providing knowledge-based connectivity, comprising:

means for receiving a user request;

means for maintaining a list of service providers and providing a subset of the service provider list in response to the user request; and

means for providing a real-time connection between the user and one of the service providers.

29. A system for providing real-time on-line service providers, comprising:

means for receiving a user request;

means for selecting a service provider from a database of service providers; and

means for providing a real-time connection between the user and one of the service providers.

30. An interactive system for providing real-time on-line service from a service provider, said system comprising:

means for capturing the user environment, the capturing means further including means for illuminating the user environment, a camera for providing an image of the user environment and means for transmitting the image to one of the service providers.