SYSTEM AND METHOD FOR PROCESSING TRIP REQUESTS

• US 20060287881A1
• Filed: 08/29/2006
• Published: 12/21/2006
• Est. Priority Date: 01/25/2002
• Status: Active Grant

• Current Assignee: Liberty Peak Ventures, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: American Express Travel Related Services Company, Inc. (American Express Company)
• Inventors: Fitzgerald, Matt, Laughlin, Michael Keith, Garcia, Philip A., Schultz, Debbie L.
• Granted Patent: US 7,809,592 B2
• Time in Patent Office: Days
• US Class Current: 705/7
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/025 Coordination of plural reservations, e.g. plural trip segments, transportation combined with accommodation
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/14 Travel agencies

Abstract

A system and method for planning trips and for processing trip requests that utilizes a centralized network for facilitating travel reservations and/or services. The system includes multi-purpose point of service terminals that provide a plurality of modules for various travel related applications such as an integrated e-mail booking module, a computer telephony integration module, a super passenger name record database, a customer database, a trip planning module, a customer relationship management module, a workflow module, and a low fare search module.

Claims

1. A method of routing a trip request for a trip, comprising the steps of:

scanning a queue containing a plurality of messages;

identifying a message that contains the trip request;

converting the identified message into a formatted trip request;

forwarding the formatted trip request to a designated queue for the next available agent to process; and

processing, by the next available agent, the trip request from the formatted message.

2. The method according to claim 1, further comprising the step of deleting a record that does not contains the trip request.

3. The method according to claim 1, wherein the step of forwarding the formatted trip request comprises:

matching the formatted trip request to a designated queue using skill based routing rules; and

forwarding the formatted trip request to the matched queue for the next available agent to process.