Method and apparatus for handling complaints
First Claim
Patent Images
1. A computer program stored on a computer-readable memory device for directing a computer to handle user complaints against subjects, said computer program comprising:
- receiving means for receiving a complaint from a complainant against a subject and a response to said complaint from the subject;
storing means for storing said complaint and response in a data record; and
negotiating means for directing the computer to negotiate a settlement of said complaint, said negotiating means including;
selecting means for selecting a third party negotiator;
accessing means for allowing the negotiator to access the data record and retrieve and review the contents of the data record; and
receiving means for receiving a judgment of the complaint rendered by the negotiator.
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Accused Products
Abstract
A computer program and a programmed apparatus (10) for automatically handling and resolving user complaints against subjects is disclosed. The program includes a routine for directing the apparatus to receive a complaint from a complainant against a subject, a routine for directing the apparatus to receive from the subject a response to the complaint, a routine to direct the apparatus to store the complaint and response in a data record, and a routine for negotiating a settlement of the complaint.
218 Citations
19 Claims
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1. A computer program stored on a computer-readable memory device for directing a computer to handle user complaints against subjects, said computer program comprising:
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receiving means for receiving a complaint from a complainant against a subject and a response to said complaint from the subject; storing means for storing said complaint and response in a data record; and negotiating means for directing the computer to negotiate a settlement of said complaint, said negotiating means including; selecting means for selecting a third party negotiator; accessing means for allowing the negotiator to access the data record and retrieve and review the contents of the data record; and receiving means for receiving a judgment of the complaint rendered by the negotiator. - View Dependent Claims (2, 3, 4, 5)
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6. A computer program stored on a computer-readable memory device for directing a computer to handle user complaints against subjects, said computer program comprising:
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receiving means for receiving a complaint from a complainant against a subject and a response to said complaint from the subject; storing means for storing said complaint and response in a data record; negotiating means for directing the computer to negotiate a settlement of said complaint; monitoring means for monitoring the complainant'"'"'s and the subject'"'"'s performance; and rating means responsive to the monitoring means for rating the complainant'"'"'s and the subject'"'"'s performance for use in negotiating the settlement to the complaint.
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7. A complaint handling computer apparatus for handling user complaints from complainants against subjects, said apparatus comprising:
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receiving means for receiving a complaint from a complainant against a subject and a response to said complaint from the subject; negotiating means for negotiating a settlement of said complaint; storing means for storing said complaint, response, and settlement in a data record; and accessing means for allowing persons other than the complainant and the subject to access the data record to review said complaint, response, and settlement; said negotiating means including; selecting means for selecting a third party negotiator from a list of possible negotiators; notifying means for notifying the negotiator; accessing means for allowing the negotiator to access the data record and retrieve and review the contents of the data record; and receiving means for receiving a judgment of the complaint rendered by the negotiator. - View Dependent Claims (8, 9, 10, 12, 13)
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11. A complaint handling computer apparatus for handling user complaints from complainants against subjects, said apparatus comprising:
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receiving means for receiving a complaint from a complainant against a subject and a response to said complaint from the subject; negotiating means for negotiating a settlement of said complaint; storing means for storing said complaint, response, and settlement in a data record; accessing means for allowing persons other than the complainant and the subject to access the data record to review said complaint, response, and settlement; monitoring means for monitoring the complainant'"'"'s and the subject'"'"'s performance; and rating means responsive to the monitoring means for rating the complaint'"'"'s and the subject'"'"'s performance for use in negotiating the settlement to the complaint.
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14. A method of handling user complaints against subjects comprising the steps of:
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receiving into a complaint handling computer means a complaint from a complainant against a subject and storing said complaint in a data record; receiving into said complaint handling computer means a response to said complaint from the subject and storing said response in said data record; and negotiating a settlement of said complaint with said complaint handling computer means;
said negotiating step including the steps of;selecting a third party negotiator; allowing the negotiator to access the data record in the complaint handing computer means to retrieve and review the contents of the data record; receiving into said complaint handling computer means a judgment of the complaint rendered by the negotiator; and storing said judgment in said data record in association with said complaint and response. - View Dependent Claims (15)
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16. A method of handling user complaints against subjects comprising the steps of:
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receiving into a complaint handling computer means a complaint from a complainant against a subject and storing said complaint in a data record; receiving into said complaint handling computer means a response to said complaint from the subject and storing said response in said data record; and negotiating a settlement of said complaint with said complaint handling computer means; the complaint handling computer means including access means for accessing a plurality of other data records each including a previously filed complaint, a response to the previously filed complaint, and a judgment resolving the previously filed complaint, said negotiating step including the steps of; accessing said other data records; comparing in said complaint handling computer means said data record with said other data records; identifying characteristics of said previously filed complaints and responses in said other data records that are similar to the complaint and response in said data record; and creating with the complaint handling computer means a judgment for said complaint and response based on the previous judgments in the other data records that including complaints and responses with similar characteristics to the complaint and response in said data record.
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17. A method of handling user complaints against subjects comprising the steps of:
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receiving into a complaint handling computer means a complaint from a complainant against a subject and storing said complaint in a data record; receiving into said complaint handling computer means a response to said complaint from the subject and storing said response in said data record; and negotiating a settlement of said complaint with said complaint handling computer means; monitoring the complainant'"'"'s and the subject'"'"'s performance; and rating the complainant'"'"'s and the subject'"'"'s performance for use in negotiating the settlement to the complaint.
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18. A computer program stored on a computer-readable memory device for directing a computer to handle user complaints against subjects, said computer program comprising:
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receiving means for receiving a complaint from a complainant against a subject and a response to said complaint from the subject; storing means for storing said complaint and response in a data record; negotiating means for directing the computer to negotiate a settlement of said complaint, said negotiating means including means for creating a judgment for said complaint by accessing external data unrelated to said complaint and said response. - View Dependent Claims (19)
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Specification