Technique for communicating concierge-type information to users of an information assistance service

• US 20090323909A1
• Filed: 06/30/2008
• Published: 12/31/2009
• Est. Priority Date: 07/22/2002
• Status: Abandoned Application

• Current Assignee: Grape Technology Group Incorporated (KGB)
• Original Assignee: Grape Technology Group Incorporated (KGB)
• Inventors: Timmins, Timothy A.
• Application Number:
  US12/215,799
• Publication Number:
  US 20090323909A1
• Time in Patent Office: Days
• US Class Current: 379/88.16
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04M 3/5108 Secretarial services
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

Telephone users desiring concierge-type services may connect via standard telephone procedures to a directory assistance provider, such as an operator or voice server. For example, the users may communicate to the provider a concierge-type service request for making a restaurant reservation. The provider may process the request in real time through an on-line reservation system (ORS) or off-line. In processing the request off-line, a pool of fulfillment agents may engage in such action as necessary to fulfill the request. Information concerning fulfillment of the request, e.g., a reservation confirmation, may be provided to a user offline, even sometimes in the case of real time request processing. Such information may be recorded in the form of a voice mail, transmitted through a virtual network to a voice mail system, which may be maintained by the telephone carrier to which the user subscribes. The user in a conventional manner is prompted by the voice mail system to access the voice mail to learn the recorded information.

Claims

1. A method for providing concierge services comprising:

receiving a call at a concierge provider from a caller;

receiving a request for fulfillment of a concierge request from the caller;

attempting to fulfill the concierge request;

generating a recorded voice message relating to the concierge request; and

sending the recorded voice message to a voice mail depository which is associated with the caller and provided by a telephone carrier to which the caller subscribes.

2. The method of claim 1, wherein the recorded voice message is sent through a virtual network.

3. The method of claim 2, wherein the virtual network comprises the Internet.

4. The method of claim 2, wherein the virtual network comprises a private network.

5. The method of claim 2, wherein the virtual network comprises a software defined network.

6. The method of claim 1, further comprising sending an identifier for identifying the voice mail depository.

7. The method of claim 6, wherein the identifier is sent to the telephone carrier over a virtual network.

8. The method of claim 6, wherein the identifier comprises a telephone number associated with the caller.

9. The method of claim 6, wherein the identifier comprises an automatic number identification (ANI).

10. The method of claim 1, wherein the concierge provider comprises a directory assistance provider.

11. The method of claim 1, wherein the recorded voice message is provided by a fulfillment agent fulfilling the concierge request.

12. The method of claim 11, wherein the fulfillment agent comprises an operator.

13. The method of claim 1, wherein the telephone carrier comprises a wireless telephone carrier.

14. A method for providing concierge services comprising:

receiving a call at a concierge provider from a caller;

receiving a request for fulfillment of a concierge request from the caller;

attempting to fulfill the concierge request;

generating a text message relating to the concierge request; and

sending the text message to a telephone carrier which provides voice messaging services for the caller;

whereby the text message can be converted to a voice message for storage in a depository accessible by the caller and maintained by the telephone carrier.

15. The method of claim 14, wherein the text message is sent through a virtual network.

16. The method of claim 15, wherein the virtual network comprises the Internet.

17. The method of claim 15, wherein the virtual network comprises a private network.

18. The method of claim 15, wherein the virtual network comprises a software defined network.

19. The method of claim 14, further comprising sending an identifier for identifying the depository.

20. The method of claim 19, wherein the identifier is sent to the telephone carrier over a virtual network.