Service Request Management Methods and Apparatus

• US 20140250166A1
• Filed: 03/03/2014
• Published: 09/04/2014
• Est. Priority Date: 03/01/2013
• Status: Active Grant

• Current Assignee: Seva Technology solutions, Incorporated
• Original Assignee: Nexus Vesting Group, LLC
• Inventors: Desai, Samit V.
• Granted Patent: US 9,894,163 B2
• Time in Patent Office: Days
• US Class Current: 709/203
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 67/51 Discovery or management thereof, e.g. service location protocol [SLP] or web services

Abstract

A system, method, and apparatus for service request management are disclosed. An example method includes receiving service data from an information source and selecting a source data model that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be mapped to data fields of a generic service data model. The example method also includes creating a service data entry of the generic service data model by applying the determined source data model to the service data and storing the service data into data fields of the service data entry. The example method further includes selecting a service provider based on the service data within the data fields of the service data entry and transmitting a service request message to the service provider including at least some of the service data.

Claims

1. A method comprising:

receiving service data, via a server, from an information source;

selecting, via the server, a source data model, among a plurality of source data models, that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be mapped to data fields of a generic service data model;

creating, via the server, a service data entry of the generic service data model by applying the determined source data model to the service data and storing the appropriate portions of the service data into data fields of the service data entry;

determining, via the server, a service need by applying service rules to the service data within the data fields of the service data entry;

selecting, via the server, a service provider based on the service data within the data fields of the service data entry;

determining, via the server, a fulfillment requirement of the service need by applying fulfillment rules to the service data within the data fields of the service data entry;

selecting, via the server, a fulfillment provider based on the service data within the data fields of the service data entry;

transmitting, via the server, a service request message to the service provider including at least some of the service data within the data fields of the service data entry; and

publishing, via the server, a fulfillment request to a webpage accessible by fulfillment providers, the fulfillment request including at least some of the service data within the data fields of the service data entry.

2. A method comprising:

receiving service data, via a server, from an information source;

selecting, via the server, a source data model, among a plurality of source data models, that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be mapped to data fields of a generic service data model;

creating, via the server, a service data entry of the generic service data model by applying the determined source data model to the service data and storing the appropriate portions of the service data into data fields of the service data entry;

selecting, via the server, a service provider based on the service data within the data fields of the service data entry; and

transmitting, via the server, a service request message to the service provider including at least some of the service data within the data fields of the service data entry.

3. The method of claim 2, further comprising:

determining, via the server, an indication of a service need within the service data by comparing a plurality of linguistic maps to the data fields of the service data entry, each linguistic map linking different terms with a different service need; and

determining, via the server, a time to transmit the message based on the indication of the service need.

4. The method of claim 2, wherein the information source includes at least one of a consumer device, an application host, and an enterprise system.

5. The method of claim 2, further comprising:

providing, via the server, an indication of the service provider to a consumer associated with the service data; and

condition upon receiving an acknowledgment response from the consumer, transmitting, via the server, the service request message to the service provider.

6. The method of claim 2, further comprising:

determining other messages transmitted to the service provider for the same service within a time period;

determining a total service need based on the needed services within the other messages and the service request message; and

transmitting a total service message to the service provider indicating the total service need.

7. The method of claim 2, wherein transmitting the service request message includes making the information included within the service request message available to the service provider on a web service hosted by the server.

8. The method of claim 2, further comprising:

determining, via the server, a fulfillment service needed by the service provider to fulfill the service to be provided;

determining, via the server, a service fulfillment provider to fulfill the service to be provided by the service provider; and

transmitting, via the server, a service fulfillment request message to the service fulfillment provider including an indication of the fulfillment service needed by the service provider.

9. The method of claim 2, further comprising:

determining a staffing level of the service provider based on the service data within the data fields of the service data entry;

determining staffing parameters based on the service data within the data fields of the service data entry; and

transmitting a staffing message to the service provider including an indication of the staffing level and the staffing parameters.

10. The method of claim 9, further comprising:

identifying individuals associated with the service provider based on the staffing level and the staffing parameters; and

transmitting the staffing message to the identified individuals.

11. An apparatus comprising:

an adapter processor configured to;

transmit a request for service data message to an application programmable interface of a communicatively coupled information source, and

responsive to the request for service data message, receive service data from the information source;

an aggregator processor configured to;

select a source data model from among a plurality of source data models based on the information source, and

create a service data entry of a generic service data model by applying the determined source data model to the service data and storing the appropriate portions of the service data into data fields of the service data entry; and

a content router configured to;

select a service provider based on the service data within the data fields of the service data entry, and

transmit a service request message to the service provider including an indication of the service data within the data fields of the service data entry.

12. The apparatus of claim 11, further comprising a database configured to store the plurality of source data models, each of the source data models being configured to specify how service data in a format from a particular information source is to be mapped to the data fields of the generic service data model.

13. The apparatus of claim 11, wherein the content router is configured to determine the service provider by:

applying service rules to the service data within the data fields of the service data entry to determine a service need; and

determining the service provider is associated with the service need.

14. The apparatus of claim 13, wherein applying the service rules includes:

determining a plurality of terms within the service data within the data fields of the service data entry;

comparing the plurality of terms to a plurality of linguistic maps; and

responsive to matching at least one of the terms to one of the linguistic maps, determining a keyword associated with the matched linguistic map corresponding to the service need.

15. The apparatus of claim 11, further comprising a management processor configured to:

prior to receiving the service data, receive a service preapproval indication from a consumer associated with the service data; and

after receiving the service data, transmit a service preapproval message to the service provider indicating the service provider may provide a service defined by the service data within the data fields of the service data entry without having to request approval from the consumer.

16. The apparatus of claim 11, wherein the content router is configured to:

determine a second service provider based on the service data within the data fields of the service data entry, and

transmit a second service request message to the second service provider including the indication of the service data within the data fields of the service data entry.

17. The apparatus of claim 11, further comprising a management processor configured to:

responsive to determining that at least two service providers were selected; and

transmit a message to a consumer to select one of the service providers.

18. The apparatus of claim 17, wherein the management processor configured to:

transmit a message to the two selected service providers requesting information including at least one of a quote and a description of the service provider;

receive a response from each of the service providers; and

make the response from each of the service providers available to the consumer.

19. A non-transitory machine-accessible device having instructions stored thereon that are configured when executed to cause a machine to at least:

receive service data from an information source;

select a source data model, among a plurality of source data models, that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be stored to data fields of a generic service data model;

create a service data entry of the generic service data model by applying the determined source data model to the service data and storing the appropriate portions of the service data into data fields of the service data entry;

determine a service need by applying service rules to the service data within the data fields of the service data entry;

select a service provider based on the determined service need and the service data within the data fields of the service data entry; and

transmit a service request message to the service provider including an indication of the service need.

20. The machine-accessible device of claim 19, further comprising instructions stored thereon that are configured when executed to cause a machine to at least determine the service need by:

determining at least some of the service data within the data fields of the service data entry includes at least one of a term, a phrase, and text;

determine at least one keyword that corresponds to the at least one of a term, a phrase, and text;

conditioned on the keyword being ‘

need’

, determining the service need exists as a need; and

conditioned on the keyword being ‘

want’

, determining the service need exists as a want.

21. The machine-accessible device of claim 19, further comprising instructions stored thereon that are configured when executed to cause a machine to at least determine the service need by:

determining at least some of the service data within the data fields of the service data entry includes at least one of a term, a phrase, and text;

determine at least one keyword that corresponds to the at least one of a term, a phrase, and text; and

conditioned on the keyword matching a service type, determining the service need includes the matched service type.