Location-based survey via mobile device

• US 8,041,365 B1
• Filed: 10/04/2005
• Issued: 10/18/2011
• Est. Priority Date: 10/04/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Rankine, Alastair J., Orbach, Julian James, Gentle, Christopher R.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US11/243,751
• Time in Patent Office: 2,205 Days
• Field of Search: 379/265.01, 379/265.02, 4554561-457
• US Class Current: 455/456.1
• CPC Class Codes: G01S 5/02 using radio waves using satellite radio beacon systems for determining position G01S19/00
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2242/15 Information service where the information is dependent on the location of the subscriber
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04W 4/023 using mutual or relative location information between multiple location based services [LBS] targets or of distance thresholds

Abstract

A system and method are provided for obtaining information on inquiries related to location dependent facts utilizing mobile networked communication devices and preselected respondents who obtain information on the requested facts. The system includes a call center comprising a communication server and one or more work stations manned by call center agents. A plurality of respondents act as information gatherers to find answers to inquiries forwarded to the respondents by the call center. Customers first contact the call center, and inquiries are parsed for location and subject matter. The inquiry is then allocated to a qualified respondent within the area of the location of interest. The respondent gathers information necessary to answer the inquiry and forwards the answer to the call center, preferably by use of the mobile networked communication device carried by the respondent. Respondents log in to the system indicating availability for servicing inquiries. Location tracking is provided so that the call center is aware of the locations of respondents. Global position satellite techniques as well as phone triangulation techniques may be used to track the respondents'"'"' locations.

Claims

1. A system for servicing inquiries regarding a location dependent fact, said system comprising:

a contact center including means for receiving a customer inquiry, and means for categorizing the inquiry into one or more preconfigured categories, the preconfigured categories including location and subject matter, and disseminating the inquiry to at least a selected one of a plurality of respondents;

a plurality of mobile networked communication devices communicating with said contact center, said communication devices usable for receiving the inquiry and for answering the inquiry, the respondents carrying said communication devices;

means for identifying locations of the respondents to said contact center;

means for identifying a location that is a basis of the inquiry;

means for correlating the location associated with the inquiry to the identified locations of the respondents; and

means for selecting at least one most closely located respondent, based on the correlation, to answer the inquiry, thus providing the location dependent fact, wherein the selected at least one most closely located respondent is compensated for providing the answer to the inquiry for the location dependent fact, wherein the system determines whether there is a follow-up inquiry to the customer inquiry, and if there is a follow-up inquiry to the inquiry for the location dependent fact, the contact center routing the follow-up inquiry to the selected at least one most closely located respondent.

2. A system, as claimed in claim 1, wherein:

said contact center includes a computer, and software means incorporated within said computer for administering screening and priority parameters of incoming customer inquiries.

3. A system, as claimed in claim 1, wherein:

said contact center includes a computer network server, and at least one computer work station communicating with said server for managing incoming customer inquiries.

4. A system, as claimed in claim 1, wherein:

said means for receiving includes the preconfigured categories assigned to incoming inquiries, said categories corresponding to selected respondents best qualified to answer the particular categorized inquiry.

5. A system, as claimed in claim 4, wherein:

said preconfigured categories are a plurality of inquiries stored in a database of said contact center.

6. A system, as claimed in claim 1, wherein:

said means for receiving includes means for screening and prioritizing by an interactive voice response unit.

7. A system, as claimed in claim 1, wherein:

said contact center further includes means for managing incoming answers generated by the respondents, said means for managing including an interactive voice response unit.

8. A system, as claimed in claim 1, wherein:

said plurality of mobile networked communication devices are selected from the group consisting of cellular phones, PDAs and combinations thereof.

9. A system, as claimed in claim 1, wherein:

said means for identifying includes global positioning satellite devices carried by the respondents.

10. A system, as claimed in claim 1, wherein:

said means for identifying includes a triangulation means incorporated at said call center for tracking locations of the respondents.

11. A method of servicing inquiries regarding a location-dependent fact, comprising:

receiving an inquiry from a customer for the location dependent fact;

categorizing the inquiry into one or more preconfigured categories, the preconfigured categories including location and subject matter;

determining locations of respondents equipped with communication devices for receiving and answering inquiries;

identifying a location that is a basis of the inquiry;

correlating the location associated with the inquiry to the determined locations of the respondents;

selecting at least one most closely located respondent based on the correlation; and

communicating the inquiry to the selected respondent to answer the inquiry, wherein the selected at least one most closely located respondent is compensated for providing the answer to the inquiry for the location dependent fact, and wherein a determination is made whether there is a follow-up inquiry to the inquiry for the location dependent fact, and if there is a follow-up inquiry to the inquiry for the location dependent fact, routing the follow-up inquiry to the selected at least one most closely located respondent.

12. A method, as claimed in claim 11, further comprising:

providing a contact center including means for screening and prioritizing customer inquires, and means for disseminating the inquiries to respondents.

13. A method, as claimed in claim 11, further comprising:

providing means for determining the locations of the respondents.

14. A method, as claimed in claim 11, further comprising:

equipping respondents with mobile networked communication devices communicating with a contact center that screens and prioritizes customer calls.

15. A method, as claimed in claim 11, further including the step of:

compensating the respondent based upon factors including at least one of the accuracy of the answer and the timeliness of the answer.

16. A method, as claimed in claim 11, further including the step of:

rating a performance of the respondent by the customer generating a communication to a contact center, the rating including preconfigured categories, said categories including at least one of an accuracy of the answer and a timeliness of the answer.

17. A method of servicing inquiries regarding a location dependent fact, said method comprising the steps of:

providing a contact center including means for screening and prioritizing customer inquiries, means for categorizing an inquiry into one or more preconfigured categories, the preconfigured categories including location and subject matter, and disseminating the inquiries to respondents, and means for determining locations of the respondents;

providing respondents to answer inquiries from customers;

equipping respondents with mobile networked communication devices communicating with the contact center;

receiving an inquiry for the location dependent fact from a customer who contacts the contact center;

screening and prioritizing the customer inquiry;

disseminating the inquiry from the call center to at least one respondent, the at least one respondent selected based on a correlation between a location associated with the inquiry and one or more most closely located respondents;

receiving an indication from the selected at least one respondent; and

answering the inquiry by the selected at least one respondent communicating an answer via the mobile networked communication device, wherein the selected at least one respondent is compensated for providing the answer to the inquiry for the location dependent fact, and determining whether there is a follow-up inquiry to the inquiry, and if there is a follow-up inquiry to the inquiry for the location dependent fact, the contact center routing the follow-up inquiry to the selected at least one respondent.

18. A method, as claimed in claim 17, further including the step of:

compensating the selected at least one respondent based upon factors including at least one of an accuracy of the answer and a timeliness of the answer.

19. A method, as claimed in claim 17, further including the step of:

rating a performance of the selected at least one respondent by the customer generating a communication to the contact center, the rating including the preconfigured categories, said categories including at least one of the accuracy of an answer and a timeliness of the answer.

20. A system for servicing inquiries regarding a location dependent fact, said system comprising:

a contact center including a computer, and software means incorporated within the computer for receiving customer inquiries, and means for categorizing an inquiry into one or more preconfigured categories, the preconfigured categories location and subject matter, and disseminating the inquiries to at least a selected one of a plurality of respondents;

communication means incorporated within said contact center for communication with customers of the system and for communicating with respondents of the system;

a plurality of mobile networked communication devices communicating with said communication means of said contact center, said communication devices usable for receiving the inquiries and for answering the inquiries, the respondents carrying said communication devices;

position locating means incorporated within said contact center for providing information regarding locations of the respondents; and

means for selecting the selected at least one respondent based on a correlation between the selected at least one respondent'"'"'s identified location and a location associated with an inquiry for the location dependent fact, wherein the selected at least one respondent is compensated for providing the answer to the inquiry for the location dependent fact, wherein the system further determines whether there is a follow-up inquiry to the inquiry for the location dependent fact, and if there is a follow-up inquiry to the inquiry for the location dependent fact, the contact center routing, the follow-up inquiry to the selected at least one respondent.

21. A system, as claimed in claim 20, wherein:

said computer further includes a computer network server, and at least one computer workstation communicating with said server for managing incoming customer inquiries and for managing incoming answers generated by the respondents in response to the inquiries.

22. A system, as claimed in claim 20, wherein:

said contact center further includes a database for maintaining information regarding qualifications and locations of respondents, and said database further including preconfigured inquiry categories that are used to screen and prioritize incoming customer inquiries.

23. A system for servicing inquiries regarding a location dependent fact, said system comprising:

a contact center including a computer, and programming instructions incorporated within the computer for managing location specific customer inquiries and for categorizing the inquiries for the location dependent fact into one or more preconfigured categories, the preconfigured categories including location and subject matter, and disseminating the location specific inquiries to at least a selected one of a plurality of most geographically closely located respondents;

a plurality of mobile networked communication devices communicating with said contact center, said communication devices usable for receiving the inquiries and for answering the inquiries, the respondents carrying said communication devices, wherein the respondents answering the inquiries are compensated for providing the answer to the inquiry for the location dependent fact, and wherein the system determines whether there is a follow-up inquiry to the inquiry for the location dependent fact, and if there is a follow-up inquiry to the inquiry for the location dependent fact, the contact center routing the follow-up inquiry to the selected at least one most geographically closely located respondent; and

position locating means incorporated within said contact center for providing information regarding locations of the respondents.

24. A system, as claimed in claim 23, wherein:

said computer further includes a computer network server, and at least one computer workstation communicating with said server for managing incoming customer inquiries and for managing incoming answers generated by the respondents in response to the inquiries.

25. A system, as claimed in claim 23, wherein:

said contact center further includes a database for maintaining information regarding qualifications and locations of respondents, and said database further including the preconfigured inquiry categories that are used to screen and prioritize incoming customer inquiries.