Extended emergency notification systems and methods

• US 8,380,162 B2
• Filed: 10/18/2011
• Issued: 02/19/2013
• Est. Priority Date: 12/30/2010
• Status: Active Grant

• Current Assignee: Best Buy Health Incorporated (Best Buy Co., Inc.)
• Original Assignee: GreatCall Incorporated (Best Buy Co., Inc.)
• Inventors: Matsuo, Kotaro, Williams, Dean
• Primary Examiner(s): Appiah, Charles
• Assistant Examiner(s): Sabouri, Mazda
• Application Number:
  US13/276,233
• Publication Number:
  US 20120171989A1
• Time in Patent Office: 490 Days
• Field of Search: 455/404.1, 455/404.2
• US Class Current: 455/404.2
• CPC Class Codes: H04L 12/1895 for short real-time information, e.g. alarms, notifications, alerts, updates
• CPC Class Codes: H04L 51/222 using geographical location information, e.g. messages transmitted or received in proximity of a certain spot or area
• CPC Class Codes: H04L 51/224 providing notification on incoming messages, e.g. pushed notifications of received messages
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 2203/15 related to dial plan and call routing
• CPC Class Codes: H04M 2203/2094 Proximity
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42357 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/023 using mutual or relative location information between multiple location based services [LBS] targets or of distance thresholds
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/06 Selective distribution of broadcast services, e.g. multimedia broadcast multicast service [MBMS]; Services to user groups; One-way selective calling services
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]

Abstract

Systems and methods are provided for notifying an extended group of persons that a person has requested assistance from a private response center. In one example, an electronic communication is received from the first person, requesting assistance. One or more potential assisting persons are automatically identified as being in position to render assistance to the first person. An electronic message is sent to the one or more potential assisting persons indicating that the first person has requested assistance. The potential assisting persons may be identified based at least in part on their proximity to the first person, for example based on their interaction with the same cell of a cellular communications network, or based on global positioning system data. The electronic message may contain other information, such as information about the first person. In this way, the original caller may be assisted more quickly than would otherwise occur.

Claims

1. A computerized system for responding to electronic messages that request assistance, the system comprising:

a processor;

a computer readable memory, the computer readable memory holding processor instructions that, when executed by the processor, cause the computerized system to;

receive a communication from a first person, the communication including a request for assistance;

identify one or more potential assisting persons who are in position to render assistance to the first person and who are not official emergency response personnel, the one or more identified potential assisting persons including at least one person not previously associated with the first person; and

transmit an electronic notification message to at least one of the one or more potential assisting persons, the electronic notification message indicating that the first person has requested assistance, wherein the electronic notification message comprises information about a likely location of the first person, the likely location determined at least in part based on location information collected by the system from devices not associated with the first person, showing within a defined area where people are likely to be.

2. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the potential assisting persons are identified as being in position to render assistance based at least in part on their proximity to the first person.

3. The computerized system for responding to electronic messages that request assistance as recited in claim 2, wherein the communication is received via a cellular communications network, and wherein potential assisting persons are identified as being in proximity to the first person based at least in part on a determination that communications devices registered to the potential assisting persons are interacting with the same cell of the cellular communications network as a device registered to the first person.

4. The computerized system for responding to electronic messages that request assistance as recited in claim 2, wherein potential assisting persons are identified as in proximity to the first person based at least in part on information from a global positioning system receiver or an assisted global positioning system.

5. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the potential assisting persons are identified based on criteria selected based at least in part on the nature of the request for assistance.

6. The computerized system for responding to electronic messages that request assistance as recited in claim 5, wherein the criteria are based at least in part on information previously supplied by the potential assisting persons.

7. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the electronic notification message comprises information about the location of the first person.

8. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the instructions, when executed by the processor, further cause the computerized system to:

access a database listing persons who have opted in to receive the electronic notification message; and

transmit the electronic notification message only to potential assisting persons who have opted in.

9. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the instructions, when executed by the processor, further cause the computerized system to:

access a database listing persons who are associated with the first person; and

transmit the electronic notification message to at least one potential assisting person who is associated with the first person.

10. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the electronic notification message is transmitted to at least one potential assisting person in the form of a short message service message or in the form of a telephone call.

11. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the electronic notification message comprises a digital image.

12. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the instructions, when executed by the processor, cause the computerized system to:

receive a return telephone call from at least one of the potential assisting persons; and

connect the return telephone call to a customer service representative.

22. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the one or more identified potential assisting persons include at least one person who does not appear on a contact list previously provided by the first person.

24. The computerized system for responding to electronic messages that request assistance as recited in claim 1, wherein the electronic notification message includes a digital map depicting locations of the first person and of at least one potential assisting person.

13. A method for operating a service center, the method comprising:

receiving an electronic communication from a first person, the electronic communication including a request for assistance;

automatically identifying one or more potential assisting persons who are in position to render assistance to the first person and who are not official emergency response personnel, wherein the one or more potential assisting persons include at least one potential assisting person not previously associated with the first person; and

transmitting, over a communications network, an electronic notification message to at least one of the one or more potential assisting persons, the electronic notification message indicating that the first person has requested assistance, wherein the electronic notification message comprises information about a likely location of the first person, the likely location determined at least in part based on location information collected by the service center from mobile devices not associated with the first person, showing within a defined area where people are likely to be.

14. The method for operating a call service center as recited in claim 13, wherein automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying the potential assisting persons based in part on their proximity to the first person.

15. The method for operating a call service center as recited in claim 14, wherein the communication is received via a cellular communications network, and wherein automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying the potential assisting persons based at least in part on a determination that communications devices registered to the potential assisting persons are interacting with the same cell of the cellular communications network as the first person.

16. The method for operating a call service center as recited in claim 14, automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying the potential assisting persons based at least in part on information from a global positioning system receiver or an assisted global positioning system.

17. The method for operating a call service center as recited in claim 13, further comprising:

accessing a database listing persons who have opted in to receive the electronic notification message; and

transmitting the electronic notification message only to potential assisting persons who have opted in.

18. The method for operating a call service center as recited in claim 13, further comprising:

accessing a database listing persons who are associated with the first person; and

transmitting the electronic notification message to at least one potential assisting person who is associated with the first person.

19. The method for operating a call service center as recited in claim 13, wherein transmitting the electronic notification message comprises transmitting a short message service message or placing a telephone call.

20. The method for operating a call service center as recited in claim 13, wherein transmitting the electronic notification message comprises transmitting an electronic message comprising a digital image received in the electronic communication from the first person.

21. The method for operating a call service center as recited in claim 13, further comprising:

receiving a return telephone call from at least one of the potential assisting persons; and

connecting the return telephone call to a customer service representative.

23. The method for operating a call service center as recited in claim 13, wherein the one or more identified potential assisting persons include at least one person who does not appear on a contact list previously provided by the first person.

25. The method for operating a call service center as recited in claim 13, wherein automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying clients of an entity operating the call service center.

26. The method for operating a call service center as recited in claim 16, wherein automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying persons based at least in part on their membership in an affinity group related to the first person.

27. A computerized system for responding to electronic messages that request assistance, the system comprising:

a processor;

a computer readable memory, the computer readable memory holding processor instructions that, when executed by the processor, cause the computerized system to;

receive a communication from a first person, the communication including a request for assistance;

identify one or more potential assisting persons who are in position to render assistance to the first person and who are not official emergency response personnel, the one or more identified potential assisting persons including at least one person not previously associated with the first person; and

transmit an electronic notification message to at least one of the one or more potential assisting persons, the electronic notification message indicating that the first person has requested assistance, wherein the electronic notification message comprises information about a likely location of the first person, the likely location determined at least in part based on location information collected by the system from mobile device users other than the first person.

28. The computerized system for responding to electronic messages that request assistance as recited in claim 27, wherein the potential assisting persons are identified as being in position to render assistance based at least in part on their proximity to the first person.

29. The computerized system for responding to electronic messages that request assistance as recited in claim 27, wherein the potential assisting persons are identified as being in position to render assistance based at least in part on their membership in an affinity group related to the first person.

30. A method for operating a service center, the method comprising:

receiving an electronic communication from a first person, the electronic communication including a request for assistance;

automatically identifying one or more potential assisting persons who are in position to render assistance to the first person and who are not official emergency response personnel, wherein the one or more potential assisting persons include at least one potential assisting person not previously associated with the first person; and

transmitting, over a communications network, an electronic notification message to at least one of the one or more potential assisting persons, the electronic notification message indicating that the first person has requested assistance, wherein the electronic notification message comprises information about a likely location of the first person, the likely location determined at least in part based on location information collected by the service center from mobile device users other than the first person.

31. The method for operating a call service center as recited in claim 30, wherein automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying persons based at least in part on their proximity to the first person.

32. The method for operating a call service center as recited in claim 30, wherein automatically identifying one or more potential assisting persons who are in position to render assistance to the first person comprises identifying persons based at least in part on their membership in an affinity group related to the first person.