Methods and apparatus for food brokering call center operations
First Claim
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1. A method of operating a call center for food brokering operations, the method comprising:
- receiving a first call from a customer;
determining a geographical identifier associated with the customer;
determining a phone number of a restaurant from a plurality of restaurant phone numbers based on the geographical identifier;
making a second call to an order taker associated with phone number;
connecting the customer, the call center operator, and the order taker in at least a three-way call;
selecting an electronic restaurant menu from a plurality of electronic restaurant menus based on the geographical identifier;
displaying the selected electronic restaurant menu on a computer;
monitoring a verbal exchange associated with a food order between the order taker and the customer;
selecting a food item from the electronic restaurant menu based on the verbal exchange; and
transmitting data indicative of the selected food item to a food services broker in response to the selecting of the food item from the electronic restaurant menu.
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Abstract
Methods and apparatus for brokering food services are disclosed. The methods and apparatus described herein provide quality controlled room service to guests of hotels that do not otherwise have traditional room service available. A call center operator routes each call to the appropriate restaurant and stays on the phone line to monitor the call. The restaurant delivers the order and collects the appropriate fee. The call center uses software to help identify where the customer is located, display a unique menu for recording food items ordered, recording other information, and the handling of non-order calls.
32 Citations
29 Claims
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1. A method of operating a call center for food brokering operations, the method comprising:
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receiving a first call from a customer;
determining a geographical identifier associated with the customer;
determining a phone number of a restaurant from a plurality of restaurant phone numbers based on the geographical identifier;
making a second call to an order taker associated with phone number;
connecting the customer, the call center operator, and the order taker in at least a three-way call;
selecting an electronic restaurant menu from a plurality of electronic restaurant menus based on the geographical identifier;
displaying the selected electronic restaurant menu on a computer;
monitoring a verbal exchange associated with a food order between the order taker and the customer;
selecting a food item from the electronic restaurant menu based on the verbal exchange; and
transmitting data indicative of the selected food item to a food services broker in response to the selecting of the food item from the electronic restaurant menu. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. An apparatus for operating a call center for food brokering operations, the apparatus comprising at least one computing device structured to:
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receive a first call from a customer;
determine a geographical identifier associated with the customer;
determine a phone number of a restaurant from a plurality of restaurant phone numbers based on the geographical identifier;
facilitate a second call to an order taker associated with the phone number;
connect the customer, the call center operator, and the order taker in at least a three-way call;
select an electronic restaurant menu from a plurality of electronic restaurant menus based on the geographical identifier;
display the selected electronic restaurant menu;
facilitate monitoring a verbal exchange associated with a food order between the order taker and the customer;
facilitate selecting a food item from the electronic restaurant menu based on the verbal exchange; and
transmit data indicative of the selected food item to a food services broker in response to the selecting of the food item from the electronic restaurant menu. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21)
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22. A computer-readable medium storing instructions to cause at least one computing device to:
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receive a first call from a customer;
determine a geographical identifier associated with the customer;
determine a phone number of a restaurant from a plurality of restaurant phone numbers based on the geographical identifier;
facilitate a second call to an order taker associated with the selected restaurant;
connect the customer, the call center operator, and the order taker in at least a three-way call;
select an electronic restaurant menu from a plurality of electronic restaurant menus based on the geographical identifier;
display the selected electronic restaurant menu;
facilitate monitoring a verbal exchange associated with a food order between the order taker and the customer;
facilitate selecting a food item from the electronic restaurant menu based on the verbal exchange; and
transmit data indicative of the selected food item to a food services broker in response to the selecting of the food item from the electronic restaurant menu. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29)
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Specification