Technique for effectively providing concierge-like services in a directory assistance system
First Claim
1. A method for providing concierge and directory assistance services from a directory assistance center comprising:
- receiving a request for a concierge service from a caller at the directory assistance center;
retrieving stored information regarding one or more caller details from a database; and
utilizing said stored information to satisfy said request for a concierge service.
1 Assignment
0 Petitions
Accused Products
Abstract
Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help. In addition, a pool of operators/agents capable of receiving the request for concierge-like services generate an electronic ticket representing such request. A pool of fullfillment agents capable of receiving the electronic ticket engage in such action as necessary to fulfill the request. The agents are networked to directory assistance and concierge databases and to third-party providers of concierge services to facilitate the process.
138 Citations
38 Claims
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1. A method for providing concierge and directory assistance services from a directory assistance center comprising:
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receiving a request for a concierge service from a caller at the directory assistance center;
retrieving stored information regarding one or more caller details from a database; and
utilizing said stored information to satisfy said request for a concierge service. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for providing both concierge and directory assistance services from a directory assistance center comprising:
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connecting a call from a caller to the directory assistance center over a communications channel;
receiving a request for a concierge service from a caller at the directory assistance center;
receiving information regarding one or more caller details over said communications channel; and
utilizing said information to satisfy said request for a concierge service. - View Dependent Claims (10, 11, 12, 13)
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14. A method for providing both concierge and directory assistance services from a directory assistance center comprising:
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(a) receiving a request for a concierge service from a caller at a first directory assistance center;
(b) determining if the request for a concierge service can be better fulfilled by a fulfillment agent at a second directory assistance center then by a fulfillment agent at the first directory assistance center; and
(c) if it is determined that the request for a concierge service can be better fulfilled by a fulfillment agent at a second directory assistance center, sending information regarding the request for a concierge service to the second directory assistance center and fulfilling the request at the second directory assistance center. - View Dependent Claims (15, 16, 17)
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18. A method for providing concierge and directory assistance services from a directory assistance center comprising:
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receiving a call from a caller at the directory assistance center;
directing the call to a directory assistance operator;
determining that the caller is requesting a concierge service; and
assigning a fulfillment agent to fulfill the concierge service request. - View Dependent Claims (19, 20, 21, 22)
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23. A method of providing directory assistance service by a directory assistance provider comprising:
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receiving a call from a caller at a directory assistance center;
directing the call to a directory assistance operator;
receiving a request from the caller for suggestions of businesses which provide a desired good or service;
responding to said request as a function of which businesses have provided consideration to the directory assistance provider. - View Dependent Claims (24, 25, 26, 27)
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28. A method for providing concierge-like services to a user comprising:
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(a) receiving, from the user, a request for a concierge-like service;
(b) performing an action, by a first agent, in an attempt to fulfill the request;
(c) updating a status of fulfilment of the request in a database based on the results of the last action performed;
(d) setting a next action time in a database when further action relating to the request should be taken;
(e) automatically notifying a second agent when said next action time has arrived; and
(f) performing a next action, by said second agent, relating to said request. - View Dependent Claims (29, 30, 31, 32, 33, 34, 35, 36, 37, 38)
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Specification