Technique for effectively providing concierge-like services in a directory assistance system

• US 6,775,371 B2
• Filed: 07/22/2002
• Issued: 08/10/2004
• Est. Priority Date: 03/13/1997
• Status: Expired due to Fees

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Metro One Telecommunications, Inc.
• Inventors: Timmins, Timothy A., Samudio, Michael T., Elsey, Nicholas J.
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US10/201,211
• Publication Number:
  US 20030007620A1
• Time in Patent Office: 750 Days
• Field of Search: 379/67.1, 379/76, 379/88.13, 379/93.12, 379/93.23, 379/114.13, 379/142.15, 379/201.01, 379/207.11, 379/218.01, 379/265.01, 379/265.09, 379/266.04, 379/266.07
• US Class Current: 379/218.01
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: H04M 2203/652 Call initiation triggered by text message
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/432 Arrangements for calling a subscriber at a specific time, e.g. morning call service
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/53341 Message reply
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help. In addition, a pool of operators/agents capable of receiving the request for concierge-like services generate an electronic ticket representing such request. A pool of fulfillment agents capable of receiving the electronic ticket engage in such action as necessary to fulfill the request. The agents are networked to directory assistance and concierge databases and to third-party providers of concierge services to facilitate the process.

Claims

1. A method for providing a concierge service from one or more directory assistance centers comprising:

receiving at a first directory assistance center a call from a caller, the call including a request for a concierge service relating to a desired product or service;

searching a database for data concerning a provider of the desired product or service in response to the request;

determining whether a second directory assistance center is closer to the provider of the desired product or service than the first directory assistance center, the second directory assistance center being unaffiliated with the provider of the desired product or service; and

if it is determined that the second directory assistance center is closer to the provider of the desired product or service than the first directory assistance center, the first directory assistance center sending information regarding the request to the second directory assistance center, and a fulfillment agent at the second directory assistance center establishing a communication, separate from the call, with the provider of the desired product or service to fulfill the request based on the information.

2. The method of claim 1, wherein the communication includes a telephone call.

3. The method of claim 1, further comprising generating a ticket containing details of the request, wherein a field on the ticket representing which directory assistance center is to attempt to fulfill the request is populated by default with said first directory assistance center.

4. A method for providing a directory assistance service by a directory assistance provider comprising:

receiving a directory assistance call from a caller, the call including a request for suggestions of businesses which provide a desired product or service;

searching a database;

obtaining a list of selected businesses responsive to the request, wherein the selected businesses are ordered as a function of at least compensation given to the directory assistance provider by the selected businesses; and

suggesting at least one of the selected businesses to the caller.

5. The method of claim 4, wherein businesses which provide the desired product or service and have given said at least compensation to the directory assistance provider will be suggested to the caller before businesses which provide the desired product or service and have not given said at least compensation to the directory assistance provider.

6. The method of claim 4, wherein said directory assistance provider comprises at least one operator.

7. The method of claim 4, wherein businesses which have given said at least compensation to the directory assistance provider are listed before businesses which have not given said at least compensation to the directory assistance provider.

8. The method of claim 4, further comprising connecting the caller to a business which has given said at least compensation to the directory assistance provider.

9. A method for providing concierge and directory assistance services composing:

receiving a call from a caller at a directory assistance center;

determining that the caller is requesting a concierge service, which relates to a desired product or service provided by a business; and

assigning a fulfillment agent to fulfill the concierge service request, wherein the fulfillment agent establishes a communication, separate from the call, with the business to fulfill the concierge service request.

10. The method of claim 9, further comprising directing the call to a directory assistance operator, wherein said assigning comprises assigning the directory assistance operator as the fulfillment agent.

11. The method of claim 9, further comprising providing the caller with a directory assistance service after receiving the caller'"'"'s call.

12. The method of claim 11, wherein said directory assistance service comprises providing directions.

13. The method of claim 12, wherein the directions include driving directions.

14. The method of claim 11, wherein said directory assistance service comprises sending at least a telephone number to a messaging device.

15. The method of claim 14 wherein the messaging device includes a pager.

16. The method of claim 14 wherein the telephone number is sent in text message form.

17. The method of claim 14 wherein the caller is afforded an option to send the telephone number to the messaging device.

18. The method of claim 17 wherein the option is selectable by pressing at least one predetermined key on a communications device from which the call originates.

19. The method of claim 18 wherein the communications device incorporates the messaging device.

20. The method of claim 18 wherein the communications device includes a telephone.

21. The method of claim 20 wherein the telephone includes a wireless telephone.

22. A method for providing a concierge service to a user comprising:

receiving, from the user, a request for the concierge service;

performing an action, by a first agent, in attempt to fulfill the request;

updating a status of fulfillment of the request in a database based on the results of the last action performed;

setting a next action time in a database when further action relating to the request should be taken;

automatically notifying a second agent when said next action time has arrived; and

performing by said second agent a next action relating to said request upon arrival of said next action dine, the next action being selected from a plurality of next action options.

23. The method of claim 22, wherein said first agent and said second agent are the same agent.

24. The method of claim 22, wherein said first agent and said second agent are different agents.

25. The method of claim 22, wherein said next action time is set automatically.

26. The method of claim 22, wherein said request relates to the caller'"'"'s desire to visit an establishment, and wherein said next action time relates to the time at which the caller wishes to visit the establishment.

27. The method of claim 22, further comprising displaying the next action options for the second agent on a computer interface.

28. The method of claim 27, further comprising automatically performing steps towards completing the next action selected by the second agent.

29. The method of claim 28, wherein said steps towards completing the next action comprise looking up in a database a phone number of an establishment the caller wishes to visit and dialing the phone number.

30. The method of claim 22, wherein said request is accorded a priority.

31. The method of claim 30, wherein the order in which the request is attempted to be fulfilled is a function of its priority.

32. The method of claim 30, wherein which agent attempts to fulfill the request is a function of its priority.