Multimedia alert and response system for urgent and local requests

• US 9,888,114 B2
• Filed: 10/05/2015
• Issued: 02/06/2018
• Est. Priority Date: 10/05/2015
• Status: Expired due to Fees

• Current Assignee: Phong Trung Nguyen
• Original Assignee: Phong Trung Nguyen
• Inventors: Nguyen, Phong Trung
• Primary Examiner(s): Sarwar, Babar
• Application Number:
  US14/875,647
• Publication Number:
  US 20170099385A1
• Time in Patent Office: 855 Days
• Field of Search: 4554042, 4554121-4142, 455418-420, 4554561, 4554563, 4554566, 455457, 4555501, 707 5, 707100, 707101, 7071041, 707769, 707949, 70799901, 7079991, 707999102, 707999107, 709203, 709217, 709223, 709202, 709209, 709219
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]

Abstract

A Multimedia Alert and Response System for Urgent and Local Requests have been disclosed. In one version when an urgent request is received urgent rules are applied, a reverse call center is applied, and a service provider is connected telephonically with a live service provider person.

Claims

1. A method of processing calls from a requestor to a service provider comprising:

a) receiving a request for service from the requestor through any media channel;

b) determining whether the request for service complies with one or more desired rule(s) from both the requestor and the service provider;

c) if it does, then ranking the service provider by how well they comply with the desired rule(s) from both sides;

d) selecting a service provider that is highest ranked by how well it fits the one or more desired rule(s) from both sides;

e) initiating contact with the selected service provider and determining whether agents at the service provider are available by pinging the agents and receiving from the agents their availability;

f) if the agents at the selected service provider is available, activating the agents and putting said requestor and said agents in direct communication via a media channel;

g) if an agent of the agents available at the selected service provider picks up the call, cancelling connections to other agents available at the selected service provider;

h) if the agents at the selected service provider is not available, selecting an alternate service provider that fits one or more of the desired rules and repeating steps d) through g) as needed.

2. The method of claim 1 wherein if a step c), multiple service providers are ranked equally high by how well they fit the criteria, in step d), selecting the multiple service providers that are equally highly ranked, and in step e), initiating contact with multiple selected service providers, and from among those service providers that respond, selecting one with which to, in step f), establish direct communication between said requestor and the selected service provider.

3. The method of claim 1 wherein said service is physical transportation of said requestor.

4. The method of claim 1 wherein said request consists of a phone number, a location, and said specific service.

5. The method of claim 1 wherein said request consists of only a specific service.

6. The method of claim 1 wherein said request consists of only a cardiopulmonary resuscitation request.

7. The method of claim 1 wherein selecting a service provider of a specific service further comprises using requestor defined rules to locate said service provider.

8. The method of claim 7 wherein the requestor-defined rules comprise one or more of i) location nearest to requestor, ii) highest review ranking, iii) lowest fare, and iv) offering a loyalty program.

9. The method of claim 1 wherein selecting a service provider of a specific service further comprises using service provider defined rules to locate said service provider.

10. The method of claim 1 wherein selecting a service provider of said specific service further comprises using requestor defined rules and using service provider defined rules to locate said service provider.

11. The method of claim 10 wherein selecting a service provider further comprises generating a list of a plurality of service providers of the specific service.

12. The method of claim 11 wherein said selecting further comprises picking a highest ranked service provider on said list based on a combined highest requestor defined rule ranking and a service provider defined rule ranking and when two or more providers have a same highest ranking, then picking a single service provider at random from said two or more providers having said same highest ranking.

13. The method of claim 1 wherein if in step c), multiple service providers are ranked equally high by how well they fit the criteria, in step d), selecting the multiple service providers that are equally highly ranked, and in step e), initiating contact with the multiple selected service providers, and from among those service providers that respond, selecting one with which to, in step f), establish direct communication between said requestor and the selected service providers.

14. A method of processing calls from a requestor to a service provider comprising:

a) receiving at a processing center from a requestor a request for a service from within a local predefined area;

b) generating a ranked list of providers that provide said service within said local predefined area;

c) using said ranked list in a highest ranked to lowest ranked order, determining whether agents are currently available at the highest-ranked selected service provider by pinging each agent for their availability with the selected service provider and receiving from the agents their availability;

d) if the agents are available at the highest-ranked selected service provider, telephonically connecting said agent and said requestor;

e) if an agent of the agents available at the highest-ranked selected service provider picks up the call, cancelling connections to other agents available at the highest ranked selected service provider;

f) if the agents are are not available at the highest-ranked selected service provider, determining whether agents are currently available at the next ranked service provider by initiating contact with the next ranked service provider by pinging each agent for their availability and receiving from the agents their availability;

g) if agents are available at the next ranked service provider, telephonically connecting said agent and said requestor; and

h) if an agent of the agents available at the next ranked service provider picks up the call, cancelling connections to other agents available at the next ranked service provider.

15. The method of claim 14 wherein said request comes from within said predefined local area.

16. The method of claim 15 wherein said generating said ranked list of providers uses predefined requestor rules, predefined provider rules, and predefined processing center rules.

17. The method of claim 14 wherein said request comes from within said predefined local area as determined by said processing center by using GPS location information provided by a smartphone used by said requestor.

18. The method of claim 14 wherein said processing center tracks said service for billing, payment, requestor feedback, loyalty program participation, and post service action.

19. The method of claim 14 wherein the providers are ranked based on one or more criteria selected from the group consisting of i) location nearest to requestor;

ii) highest review ranking, iii) lowest fare;

iv) offering a loyalty program, v) a SET of requestor'"'"'s own rules, and vi) handicap-capable vehicle.