Service request management methods and apparatus

• US 9,894,163 B2
• Filed: 03/03/2014
• Issued: 02/13/2018
• Est. Priority Date: 03/01/2013
• Status: Expired due to Fees

• Current Assignee: Seva Technology solutions, Incorporated
• Original Assignee: Nexus Vesting Group, LLC
• Inventors: Desai, Samit V.
• Primary Examiner(s): Nguyen, Dustin
• Assistant Examiner(s): Nguyen, Hao
• Application Number:
  US14/194,983
• Publication Number:
  US 20140250166A1
• Time in Patent Office: 1,443 Days
• Field of Search: 709203, 709206, 709246, 705 5, 705 713, 705 729, 705 261, 705 2661, 705305
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: H04L 67/51 Discovery or management thereof, e.g. service location protocol [SLP] or web services

Abstract

A system, method, and apparatus for service request management are disclosed. An example method includes receiving service data from an information source and selecting a source data model that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be mapped to data fields of a generic service data model. The example method also includes creating a service data entry of the generic service data model by applying the determined source data model to the service data and storing the service data into data fields of the service data entry. The example method further includes selecting a service provider based on the service data within the data fields of the service data entry and transmitting a service request message to the service provider including at least some of the service data.

Claims

1. A method comprising:

receiving service data, via a server, from an information source;

selecting, via the server, a source data model, among a plurality of source data models, that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be mapped to data fields of a generic service data model, the source data model including a plurality of linguistic maps each including a keyword linked to predetermined terms or phrases that express a similar consumer service need as the keyword;

identifying, via the server, a target keyword related to the service data that is indicative of a service need by

determining a linguistic map score for each of the plurality of linguistic maps included with the selected source data model based on matches between terms or phrases of the service data to the predetermined terms or phrases of the respective linguistic map,

selecting the linguistic map, of the plurality of linguistic maps included with the selected source data model, with a greatest linguistic map score, and

determining, as the target keyword, the keyword that corresponds to the selected linguistic map;

creating, via the server, a service data entry of the generic service data model by applying the selected source data model to the service data and storing the appropriate portions of the service data, including the determined target keyword, into data fields of the service data entry;

determining, via the server, the service need by applying service rules to the service data, including the determined target keyword, within the data fields of the service data entry;

selecting, via the server, a service provider based on the service data, including the determined target keyword, within the data fields of the service data entry;

determining, via the server, a fulfillment requirement of the service need by applying fulfillment rules to the service data, including the determined target keyword, within the data fields of the service data entry;

selecting, via the server, a fulfillment provider based on the service data, including the determined target keyword, within the data fields of the service data entry;

transmitting, via the server, a service request message to the service provider including at least some of the service data within the data fields of the service data entry; and

publishing, via the server, a fulfillment request to a webpage accessible by fulfillment providers, the fulfillment request including at least some of the service data within the data fields of the service data entry.

2. A method comprising:

receiving service data, via a server, from an information source;

selecting, via the server, a source data model, among a plurality of source data models, that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be mapped to data fields of a generic service data model, the source data model including a plurality of linguistic maps each including a keyword linked to predetermined terms or phrases that express a similar consumer service need as the keyword;

identifying, via the server, a service-orientated keyword related to the service data that is indicative of a service type by

determining a linguistic map score for each of the plurality of linguistic maps included with the selected source data model based on matches between terms or phrases of the service data to the predetermined terms or phrases of the corresponding linguistic map,

selecting the linguistic map, of the plurality of linguistic maps included with the selected source data model, with a greatest linguistic map score, and

determining as the service-orientated keyword, the keyword that corresponds to the selected linguistic map;

creating, via the server, a service data entry of the generic service data model by applying the selected source data model to the service data and storing the appropriate portions of the service data, including the determined service-orientated keyword, into data fields of the service data entry;

selecting, via the server, a service provider based on the service data, including the determined service-orientated keyword, within the data fields of the service data entry; and

transmitting, via the server, a service request message to the service provider including at least some of the service data within the data fields of the service data entry.

3. The method of claim 2, wherein each of the linguistic maps link the different terms or phrases of the service data with a different service need;

further comprising determining, via the server, a time to transmit the service request message based on the indication of the service need.

4. The method of claim 2, wherein the information source includes at least one of a consumer device, an application host, and an enterprise system.

5. The method of claim 2, further comprising:

providing, via the server, an indication of the service provider to a consumer associated with the service data; and

condition upon receiving an acknowledgment response from the consumer, transmitting, via the server, the service request message to the service provider.

6. The method of claim 2, further comprising:

determining other messages transmitted to the service provider for the same service within a time period;

determining a total service need based on the needed services within the other messages and the service request message; and

transmitting a total service message to the service provider indicating the total service need.

7. The method of claim 2, wherein transmitting the service request message includes making the information included within the service request message available to the service provider on a web service hosted by the server.

8. The method of claim 2, further comprising:

determining, via the server, a fulfillment service needed by the service provider to fulfill the service to be provided;

determining, via the server, a service fulfillment provider to fulfill the service to be provided by the service provider; and

transmitting, via the server, a service fulfillment request message to the service fulfillment provider including an indication of the fulfillment service needed by the service provider.

9. The method of claim 2, further comprising:

determining a staffing level of the service provider based on the service data within the data fields of the service data entry;

determining staffing parameters based on the service data within the data fields of the service data entry; and

transmitting a staffing message to the service provider including an indication of the staffing level and the staffing parameters.

10. The method of claim 9, further comprising:

identifying individuals associated with the service provider based on the staffing level and the staffing parameters; and

transmitting the staffing message to the identified individuals.

11. An apparatus comprising:

an adapter processor communicatively coupled to a memory storing first machine-readable instructions, which when executed, cause the adapter processor to;

transmit a request for service data message to an application programmable interface of a communicatively coupled information source, and

responsive to the request for service data message, receive service data from the information source;

an aggregator processor communicatively coupled to the memory storing second machine-readable instructions, which when executed, cause the aggregator processor to;

select a source data model from among a plurality of source data models based on the information source, the source data model including a plurality of linguistic maps each including a keyword linked to predetermined terms or phrases that express a similar consumer service need as the keyword, and

create a service data entry of a generic service data model by applying the selected source data model to the service data and storing the appropriate portions of the service data into data fields of the service data entry;

a service data converter communicatively coupled to the memory storing third machine-readable instructions, which when executed, cause the service data converter to identify a target keyword related to the service data by

determining a linguistic map score for each of the plurality of linguistic maps included with the selected source data model based on matches between terms or phrases of the service data to the predetermined terms or phrases of the respective linguistic map,

selecting the linguistic map, of the plurality of linguistic maps included with the selected source data model, with a greatest linguistic map score,

determining as the target keyword, the keyword that corresponds to the selected linguistic map, and

storing the target keyword to at least one of the data fields of the service data entry; and

a content router communicatively coupled to the memory storing fourth machine-readable instructions, which when executed, cause the content router to;

select a service provider based on the service data, including the determined target keyword, within the data fields of the service data entry, and

transmit a service request message to the service provider including an indication of the service data within the data fields of the service data entry.

12. The apparatus of claim 11, further comprising a database configured to store the plurality of source data models, each of the source data models being configured to specify how service data in a format from a particular information source is to be mapped to the data fields of the generic service data model.

13. The apparatus of claim 11, wherein the content router is configured to determine the service provider by:

applying service rules to the service data, including the determined target keyword, within the data fields of the service data entry to determine a service need; and

determining the service provider is associated with the service need.

14. The apparatus of claim 13, wherein applying the service rules includes:

comparing the target keyword stored in at least one of the data fields of the service data entry to a data structure that includes service provider information.

15. The apparatus of claim 11, further comprising a management processor communicatively coupled to the memory storing fifth machine-readable instructions, which when executed, cause the management processor to:

prior to receiving the service data, receive a service preapproval indication from a consumer associated with the service data; and

after receiving the service data, transmit a service preapproval message to the service provider indicating the service provider may provide a service defined by the service data within the data fields of the service data entry without having to request approval from the consumer.

16. The apparatus of claim 11, wherein the content router is configured to:

determine a second service provider based on the service data within the data fields of the service data entry, and

transmit a second service request message to the second service provider including the indication of the service data within the data fields of the service data entry.

17. The apparatus of claim 11, further comprising a management processor communicatively coupled to the memory storing fifth machine-readable instructions, which when executed, cause the management processor to:

determine that at least two service providers were selected; and

transmit a message to a consumer to select one of the service providers.

18. The apparatus of claim 17, wherein the management processor configured to:

transmit a message to the two selected service providers requesting information including at least one of a quote and a description of the service provider;

receive a response from each of the service providers; and

make the response from each of the service providers available to the consumer.

19. A non-transitory machine-accessible device having instructions stored thereon that are configured when executed to cause a machine to at least:

receive service data from an information source;

select a source data model, among a plurality of source data models, that is associated with the information source, the source data model being configured to specify how the service data in a first format from the information source is to be stored to data fields of a generic service data model, the source data model including a plurality of linguistic maps each including a keyword linked to predetermined terms or phrases that express a similar consumer service need as the keyword;

identifying, via the server, target keywords related to the service data that is indicative of a service need by

determining a linguistic map score for each of the plurality of linguistic maps included with the selected source data model based on matches between terms or phrases of the service data to the predetermined terms or phrases of the linguistic map,

selecting the linguistic maps, of the plurality of linguistic maps included with the selected source data model, with scores greater than a threshold, and

determining as the target keywords, the keywords that corresponds to the selected linguistic maps;

create a service data entry of the generic service data model by applying the selected source data model to the service data and storing the appropriate portions of the service data, including the determined target keywords, into data fields of the service data entry;

determine the service need by applying service rules to the service data, including the determined target keywords, within the data fields of the service data entry;

select a service provider based on the determined service need and the service data within the data fields of the service data entry; and

transmit a service request message to the service provider including an indication of the service need.

20. The machine-accessible device of claim 19, further comprising instructions stored thereon that are configured when executed to cause a machine to at least determine the service need by:

conditioned on one of the target keywords being ‘

need’

, determining the service need exists as a need; and

conditioned on one of the target keywords being ‘

want’

, determining the service need exists as a want.

21. The machine-accessible device of claim 19, further comprising instructions stored thereon that are configured when executed to cause a machine to at least determine the service need by:

conditioned on one of the selected linguistic maps matching a service type, determining the service need includes the matched service type.