Method and apparatus for providing automated notification to a customer of a real-time notification system

• US 6,496,568 B1
• Filed: 04/12/1999
• Issued: 12/17/2002
• Est. Priority Date: 04/12/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Nelson, Donald R.
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/290,111
• Time in Patent Office: 1,345 Days
• Field of Search: 379/67.1, 379/70, 379/72, 379/76, 379/88.12, 379/88.15, 379/88.22, 379/93.12, 379/93.17, 379/93.23, 379/170, 379/201, 379/203, 379/217, 379/262, 379/265, 379/79, 379/88.09, 379/88.11, 379/88.14, 379/88.19, 379/88.2, 379/88.21, 379/114.12, 379/114.13, 379/144.07, 379/144.08, 379/201.01, 379/201.07, 379/207.12, 379/208.01, 379/209.01, 379/210.01, 379/214.01, 705/5, 705/6
• US Class Current: 379/88.12
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements

Abstract

An automated method and apparatus for notifying subscribers of a customer message manager notification system upon changes in some real-time data is disclosed. Subscribers are notified in an order based on some predetermined criteria, such as subscriber level. More specifically, airline customers are notified of changes in airline information which affects their travel plans, as well as other types of notification. This notification can occur via standard communications devices commonly carried by travels such as pagers, two-way pagers, cellular telephones (e.g., via automated voice, call centers), and mobile computers (e.g., via email or a web page). The present invention further provides for notifying selected groups of customers based on a predetermined criteria, such as frequent flyer level, class of service, or price of ticket. Moreover, the invention also provides for receiving a response from a notified customer to update the travel plans for those communications devices that support two-way communication. In this manner, selected groups or individual customers can be given preferential treatment.

Claims

1. A method of operating a customer message manager for notifying a set of subscribers of relevant changes in information, comprising the steps of:

receiving a notification event from a real-time data system;

determining a set of subscribers, said set comprising a plurality of subscribers, each of whom is assigned a subscriber level, selected from;

a frequent flyer level, a ticket class, and a ticket price level, each of said subscribers being selected to receive data relating to said notification event; and

initiating notification of said plurality of subscribers in said determined set of subscribers in an order of notification identified by said subscriber level assigned to each of said plurality of subscribers.

2. The method of operating a customer message manager of claim 1, further comprising the step of:

providing a predetermined time delay between notification of the particular subscribers having different subscriber levels.

3. The method of operating a customer message manager of claim 1, further comprising the step of:

providing said notification through at least one of;

email, paging, a web site, automated voice synthesis, interactive voice response, and a call center.

4. The method of operating a customer message manager of claim 1, further comprising the steps of:

receiving a subscriber response indicating a requested change to said real-time data system; and

providing a change request to said real-time data system.

5. The method of operating a customer message manager of claim 4, further comprising the step of:

providing a predetermined time delay between notification of the particular subscribers having different subscriber levels.

6. A method of operating a customer message manager for notifying customers of airline information, comprising the steps of:

receiving a notification event from an airline system;

determining a set of customers, said set comprising a plurality of customers, each of whom is assigned a customer level, selected from;

a frequent flyer level, a ticket class, and a ticket price level, each of said customers being selected to receive data relating to said notification event; and

initiating notification of said plurality of customers in said set of customers in an order of notification identified by said customer level comprising a frequent flyer level assigned to each of said plurality of customers.

7. The method of operating a customer message manager of claim 6, further comprising the step of:

providing a predetermined time delay between notification of the particular customers having different frequent flyer levels.

8. The method of operating a customer message manager of claim 6, wherein the notification event is at least one of:

a flight schedule event, a flight status event, a ticketing event, and a marketing event.

9. The method of operating a customer message manager of claim 6, further comprising the step of:

providing said notification through at least one of;

email, paging, a web site, automated voice synthesis, interactive voice response, and a call center.

10. A method of operating a customer message manager for notifying customers of airline information, comprising the steps of:

receiving a notification event from an airline system;

determining a set of customers, said set comprising a plurality of customers, each of whom is assigned a customer level, and each of whom are selected to receive data relating to said notification event; and

initiating notification of said plurality of customers in said set of customers in an order of notification selected from a ticket price level, a ticket class, and a frequent flyer level identified with each of said plurality of customers.

11. The method of operating a customer message manager of claim 10, further comprising the step of:

providing a predetermined time delay between notification of the particular customers having different ticket price levels or different classes of service.

12. The method of operating a customer message manager of claim 10, wherein the notification event is at least one of:

a flight schedule event, a flight status event, a ticketing event, and a marketing event.

13. A method of operating a customer message manager for notifying customers of airline information, comprising the steps of:

polling an airline system to receive airline information;

evaluating said received airline information to generate a notification event;

determining a set of customers, said set comprising a plurality of customers, each of whom is assigned a customer level, and each of whom are selected to receive data relating to said notification event; and

initiating notification of said plurality of customers in said set of customers in an order of notification selected from a frequent flyer level, a ticket price level, and a ticket class identified with each of said plurality of customers.

14. The method operating a customer message manager of claim 13, wherein said notification event comprises at least one of:

a flight schedule event, a flight status event, a ticketing event, and a marketing event.

15. The method of operating a customer message manager of claim 13, further comprising the step of:

providing notification through at least one of;

email, paging, a web site, automated voice synthesis, interactive voice response, and a call center.

16. A method of operating a customer message manager for notifying customers of airline information in response to a notification event and receiving a customer response for making a change to an airline system, comprising the steps of:

determining a set of customers, said set comprising a plurality of customers, each of whom is assigned a customer level, and each of whom are selected to receive data relating to a selected notification event;

initiating notification of said plurality of customers in said set of customers in an order of notification selected from;

a frequent flyer level, a ticket price level, and a ticket class identified with each of said plurality of customers;

receiving a customer response from a one of said plurality of customers in said set of customers indicating a requested change to said airline system; and

providing a change request to said airline system.

17. The method of operating a customer message manager of claim 16, further comprising the step of:

receiving said notification event from said airline system.

18. The method of operating a customer message manager of claim 16, further comprising the steps of:

polling an airline system to receive airline information; and

evaluating said received airline information to generate a notification event.

19. The method of operating a customer message manager of claim 16, further comprising the step of:

initiating notification of said one customer associated with said change request whether said change request was accepted or denied.

20. The method of operating a customer message manager of claim 16, wherein said notification event comprises at least one of:

a flight schedule event, a flight status event, a ticketing event, and a marketing event.