Adaptive system with call center and trusted network

• US 9,380,153 B2
• Filed: 07/20/2015
• Issued: 06/28/2016
• Est. Priority Date: 09/14/2012
• Status: Active Grant

• Current Assignee: Best Buy Health Incorporated (Best Buy Co., Inc.)
• Original Assignee: GreatCall Incorporated (Best Buy Co., Inc.)
• Inventors: Amerling, Aaron, Brenton, Scott, Gutierrez, Chris, Matsuo, Kotaro
• Primary Examiner(s): Ramakrishnaiah, Melur
• Application Number:
  US14/803,681
• Publication Number:
  US 20150326710A1
• Time in Patent Office: 344 Days
• Field of Search: 379 37- 45, 379/265.1, 379/273, 726/4
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G16H 40/20 for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms
• CPC Class Codes: G16H 40/67 for remote operation
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]
• CPC Class Codes: Y02A 90/10 Information and communication technologies [ICT] supporting adaptation to climate change, e.g. for weather forecasting or climate simulation

Abstract

In an example method of operating a call center, personal profiles of a number of clients of a service provided by the call center are maintained in electronic storage. At least one of the personal profiles includes identification of one or more entities authorized by the respective client to act on behalf of the respective client, and a particular one of the one or more entities is assigned one or more trust level indicators specific respectively to one or more particular categories of action. An inquiry is received, inquiring whether the particular entity is authorized by a particular client to perform a proposed action on behalf of the particular client, the proposed action relating to one of the categories of action. It is then determined, based the trust level indicators and the category, whether the particular entity is authorized by the particular client to perform the proposed action.

Claims

1. A method of operating a call center, the method comprising:

maintaining in electronic storage personal profiles of a number of clients of a service provided by the call center, wherein at least one of the personal profiles includes identification of one or more entities authorized by the respective client to act on behalf of the respective client, wherein a particular one of the one or more entities is assigned one or more trust level indicators specific respectively to one or more particular categories of action;

receiving from an inquiring party via an electronic network an inquiry whether the particular one of the one or more entities is authorized by a particular one of the number of clients to perform a proposed action on behalf of the particular client, the proposed action relating to one of the one or more categories of action; and

determining, based on at least one of the trust level indicators and the category to which the proposed action relates, whether the particular one of the one or more entities is authorized by the particular client to perform the proposed action.

2. The method of claim 1, further comprising sending an electronic message to the inquiring party indicating whether or not the particular entity is authorized by the particular client to perform the proposed action.

3. The method of claim 2, wherein the electronic message sent to the inquiring party indicates only whether or not the particular entity is authorized by the particular client to perform the proposed action.

4. The method of claim 2, wherein the electronic message sent to the inquiring party indicates a trust level associated with the particular entity.

5. The method of claim 2, wherein the electronic message sent to the inquiring party does not reveal a trust level for the particular entity for actions relating to any other category of action.

6. The method of claim 1, wherein at least one of the trust level indicators indicates whether the particular one of the one or more entities is authorized to perform an action in a category relating to the particular client'"'"'s medical care.

7. The method of claim 1, wherein at least one of the trust level indicators indicates whether the particular one of the one or more entities is authorized to perform an action in a category relating to the particular client'"'"'s personal business affairs.

8. The method of claim 1, wherein at least one of the trust level indicators indicates whether the particular one of the one or more entities is authorized to access the particular client'"'"'s home or personal property.

9. The method of claim 1, wherein at least one of the trust level indicators expressly disallows the particular one of the one or more entities from taking a certain action on behalf of the particular client.

10. The method of claim 8, wherein at least one of the trust level indicators expressly disallows the particular one of the one or more entities from taking any action in a certain category of actions on behalf of the particular client.

11. The method of claim 8, wherein at least one of the trust level indicators implicitly disallows the particular one of the one or more entities from taking any action in a certain category of actions on behalf of the particular client.

12. The method of claim 1, wherein within any particular category, a trust level indicator encompasses all of the lower trust levels in the particular category.

13. A computer system, comprising:

a processor;

memory; and

an interface to an electronic communication network;

wherein the memory holds instructions that when executed by the processor cause the computer system to;

maintain in electronic storage personal profiles of a number of clients of a service provided by the call center, wherein at least one of the personal profiles includes identification of one or more entities authorized by the respective client to act on behalf of the respective client, wherein a particular one of the one or more entities is assigned one or more trust level indicators specific respectively to one or more particular categories of action;

receive from an inquiring party via an electronic network an inquiry whether the particular one of the one or more entities is authorized by a particular one of the number of clients to perform a proposed action on behalf of the particular client, the proposed action relating to one of the one or more categories of action; and

determine, based on at least one of the trust level indicators and the category to which the proposed action relates, whether the particular one of the one or more entities is authorized by the particular client to perform the proposed action.

14. The computer system of claim 13, wherein the instructions, when executed by the processor, further cause the computer system to send an electronic message to the inquiring party indicating whether or not the particular entity is authorized by the particular client to perform the proposed action.