Customer messaging service
First Claim
Patent Images
1. A computer system comprising:
- at least one computer; and
at least one non-transitory computer-readable medium coupled to the at least one computer having instructions stored thereon which, when executed by the at least one computer, cause the at least one computer to perform operations comprising;
receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed;
identifying, by at least one computer of the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query;
in response to identifying the business to which the natural language query is directed, automatically generating, by at least one computer of the communication service, a reply message to the natural language query based on a predefined list of appropriate replies specific to the identified business; and
sending, from at least one computer of the communication service to the customer, the generated reply message.
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Abstract
A messaging and alerting service is described. An implementation includes enrolling a customer in the messaging and alert service, storing a list of businesses selected by the customer, storing a customer contact hierarchy list, and contacting the customer according to the contact hierarchy list. The messaging and alerting service enables real-time, interactive alerts to be delivered to customers in the customer'"'"'s preferred media. In addition, customers may respond to the alerts to provide important directions to a business.
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Citations
20 Claims
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1. A computer system comprising:
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at least one computer; and at least one non-transitory computer-readable medium coupled to the at least one computer having instructions stored thereon which, when executed by the at least one computer, cause the at least one computer to perform operations comprising; receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed; identifying, by at least one computer of the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query; in response to identifying the business to which the natural language query is directed, automatically generating, by at least one computer of the communication service, a reply message to the natural language query based on a predefined list of appropriate replies specific to the identified business; and sending, from at least one computer of the communication service to the customer, the generated reply message. - View Dependent Claims (2, 9, 10, 11, 12, 13, 14)
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3. A method for handling communication between customers and businesses comprising:
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receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed; identifying, by at least one computer of the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query; in response to identifying the business to which the natural language query is directed, automatically generating, by at least one computer of the communication service, a reply message to the natural language query based on a predefined list of appropriate replies specific to the identified business; and sending, from at least one computer of the communication service to the customer, the generated reply message. - View Dependent Claims (4, 15, 16, 17, 18, 19, 20)
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5. A non-transitory computer-readable medium encoded with a computer program comprising instructions that, when executed, operate to cause a computer to perform operations comprising:
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receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed; identifying, by at least one computer of the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query; in response to identifying the business to which the natural language query is directed, automatically generating, by at least one computer of the communication service, a reply message to the natural language query based on a predefined list of appropriate replies specific to the identified business; and sending, from at least one computer of the communication service to the customer, the generated reply message. - View Dependent Claims (6, 7, 8)
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Specification