Symbol-based memory language system and method

• US 6,496,836 B1
• Filed: 12/20/1999
• Issued: 12/17/2002
• Est. Priority Date: 12/20/1999
• Status: Expired due to Fees

• Current Assignee: Belron Systems Incorporated
• Original Assignee: Belron Systems Incorporated
• Inventors: Ronchi, Martino, Belfiore, Bruce L.
• Primary Examiner(s): RONES, CHARLES
• Application Number:
  US09/467,783
• Time in Patent Office: 1,093 Days
• Field of Search: 709/206, 710/8, 379/226, 379/88.12, 340/7.56, 455/456, 707/104.1
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing
• CPC Class Codes: Y10S 707/99948 Application of database or data structure, e.g. distributed, multimedia, or image

Abstract

A method using symbols to gather, store, retrieve, manipulate and report information, with attendant improvements in communication, efficiency and efficacy. A customer communication received by an organization is assigned a symbol on the basis of key words within the communication and/or a record of transaction between the customer and the organization. The communication is directed to a communication handler appropriate to the assigned symbol. Using symbols, the customer can provide inputs to the organization regarding satisfaction with the transaction; the organization can then compare these symbols with internally reported symbols to ascertain an accuracy level of the organization'"'"'s perception of the transaction.

Claims

1. A method for improving handling and communication of information by an organization through use of symbols, comprising the steps of:

receiving, by the organization, a written communication from a source;

scanning and identifying key words within text of the communication, said key words being other than specific addressing information within the communication;

assigning, responsive to the key words identified, a symbol to the communication, said symbol having an associated meaning which indicates an action required to be undertaken by the organization in response to the communication;

storing, as at least part of a communication summary, a representation of the symbol in a storage location corresponding to the source; and

directing, based on the symbol, the communication to a communication handler within said organization appropriate for handling the action indicated by that symbol.

2. The method as set forth in claim 1 wherein the step of storing includes the step of:

storing a plurality of symbols in the storage location corresponding to the source, each of said plurality of symbols representing a previously completed communication exchange between said source and said organization, the plurality of symbols together thus representing a chain of communications with that source and creating a record of transaction between the source and the organization.

3. The method as set forth in claim 2, further comprising the step of:

assigning a classifying symbol to the source on the basis of the record of transaction, the classifying symbol indicating at least one of a level of source satisfaction with the organization and a level of organization satisfaction with the source.

4. The method as set forth in claim 2, further comprising the steps of:

subdividing the plurality of symbols within the record of transaction according to subject matter of the communications to create a plurality of subrecords of transaction, each subrecord of transaction including communications having subject matter relating to a particular service of the organization; and

assigning a classifying symbol to each subrecord of transaction, the classifying symbol indicating at least one of a level of source satisfaction with the organization and a level of organization satisfaction with the source.

5. The method as set forth in claim 2, wherein said plurality of symbols are non-alphanumeric symbols.

6. The method as set forth in claim 1, further comprising the steps of:

accessing a memory for an existing storage location associated with the source;

reviewing a plurality of previously stored symbols within the existing storage location, each previously stored symbol representing an outcome of a previously completed communication exchange between said organization and said source, said plurality of previously stored symbols when taken together defining a record of transaction between the source and the organization.

7. The method as set forth in claim 6, wherein said stored symbols include a reference symbol not associated with the record of transaction, said reference symbol having been assigned to the source by a third party.

8. The method as set forth in claim 7, wherein the step of directing is accomplished based on at least two of the symbol assigned, the source, and the reference symbol.

9. The method as set forth in claim 1 wherein the step of receiving a written communication includes receiving at least one of a facsimile or an email.

10. The method as set forth in claim 9 wherein the step of scanning the communication is performed electronically.

11. The method as set forth in claim 9 wherein the step of receiving a written communication includes receiving and opening an email.

12. The method as set forth in claim 1, further comprising the steps of:

receiving a plurality of communications;

sorting the plurality of communications according to the symbol assigned to each communication such that groups of communications are compiled, each group of communications being defined by a common symbol assigned to each communication within the group.

13. The method as set forth in claim 1, wherein said symbol is a non-alphanumeric symbol.

14. A method for enabling an organization to monitor customer satisfaction with a transaction using symbols, the method comprising the steps of:

developing a first plurality of symbols, each of said first plurality of symbols indicating an action;

developing a second plurality of symbols, each of said second plurality of symbols indicating a level of satisfaction;

conducting a transaction with a customer over an electronic interface;

creating, by the organization, an electronic record of the transaction;

tagging the record with a first symbol from the first plurality of symbols, the first symbol indicating a next action to be taken as perceived by the organization;

tagging the record with a second symbol from the second plurality of symbols, the second symbol indicating a level of customer satisfaction as perceived by the organization;

inputting to the electronic interface, by the customer, a third symbol from the first plurality of symbols, the third symbol indicating a next action to be taken as desired by the customer;

inputting to the electronic interface, by the customer, a fourth symbol from the second plurality of symbols, the fourth symbol indicating a level of customer satisfaction as experienced by the customer;

receiving, by the organization over the electronic interface, the third symbol and the fourth symbol;

comparing., by the organization, the first symbol to the third symbol and the second symbol to the fourth symbol to ascertain an accuracy level of the organization'"'"'s perception of the transaction.

15. The method as set forth in claim 14 therein the electronic interface is a computer and the customer enters the third and fourth symbols using a keyboard.

16. The method as set forth in claim 14 further comprising the step of:

recording a representation of the symbols in a storage location associated with the customer to create a customer transaction record.

17. The method as set forth in claim 14, wherein said first plurality of symbols and said second plurality of symbols are non-alphanumeric symbols.

18. A method for intelligently routing a communication using symbols and for assessing an accuracy of organizational perception of customer satisfaction, the method comprising the steps of:

developing a first plurality of symbols, each of said first plurality of symbols indicating one of a plurality of actions;

developing a second plurality of symbols, each of said second plurality of symbols indicating one of a level of satisfaction;

receiving at an organization a written communication from a customer;

scanning, by the organization, the communication and identifying within the communication key words;

accessing, by the organization, a memory for a storage location associated with the customer;

reviewing a plurality of symbols stored in said customer storage location, said plurality of symbols representing a series of previously completed transactions with said customer;

tagging, responsive to the key words and to said plurality of symbols stored in said customer storage location, the communication with a first symbol of the first plurality of symbols, the first symbol indicating a first action to be undertaken by said organization;

storing a representation of the first symbol in the customer storage location;

routing the communication to a communication handler at said organization appropriate for undertaking the first action as indicated by the first symbol;

receiving the communication by the handler;

initiating, responsive to the first symbol, the first action;

tagging the first symbol as stored in said customer storage location with a second symbol of the second plurality of symbols, said second symbol indicating a level of customer satisfaction perceived by said organization;

receiving, by said organization as input from said customer, a third symbol of the second plurality of symbols indicating a level of satisfaction as experienced by said customer;

tagging the first symbol as stored in said customer storage location with the third symbol; and

comparing, by said organization, the second and third symbols to ascertain the accuracy level of said organization'"'"'s perception of customer satisfaction.

19. The method as set forth in claim 18, wherein said first plurality of symbols, said second plurality of symbols, and said plurality of symbols stored in said customer storage location are non-alphanumeric symbols.