Customer messaging service

• US 7,653,573 B2
• Filed: 12/17/2004
• Issued: 01/26/2010
• Est. Priority Date: 06/07/2001
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture LLP (Accenture PLC)
• Inventors: Hayes, Marc F. Jr., Sweeney, Sean M., Argo, Ronald L.
• Primary Examiner(s): FADOK, MARK A
• Application Number:
  US11/016,353
• Publication Number:
  US 20050165658A1
• Time in Patent Office: 1,866 Days
• Field of Search: 705/26, 705/27, 455/412.1, 709/220
• US Class Current: 705/26.43
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: G06Q 30/0625 Directed, with specific intent or strategy
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: G06Q 30/0641 Shopping interfaces

Abstract

A messaging and alerting service is described. An implementation includes enrolling a customer in the messaging and alert service, storing a list of businesses selected by the customer, storing a customer contact hierarchy list, and contacting the customer according to the contact hierarchy list. The messaging and alerting service enables real-time, interactive alerts to be delivered to customers in the customer'"'"'s preferred media. In addition, customers may respond to the alerts to provide important directions to a business.

Claims

1. A method for providing a communication service for communication between customers and businesses comprising:

subscribing a plurality of businesses for the communication service;

receiving, by at least one computer of the communication service from each of the plurality of businesses, a set of intent data configured to interpret natural language queries received for the corresponding business, a first set of intent data corresponding to a first business being different than a second set of intent data corresponding to a second business that is different than the first business;

enrolling a plurality of customers for the communication service, including accepting profile information from each of the customers;

controlling communication between the businesses and the customers according to the profile information;

receiving, by at least one computer of the communication service from a customer included in the plurality of customers, a natural language query directed to a business included in the plurality of businesses;

identifying, by at least one computer of the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query;

in response to identifying the business to which the natural language query is directed, selecting, from among multiple sets of intent data received from each of the plurality of businesses, a set of intent data corresponding to and received from the identified business;

accessing, by at least one computer of the communication service, the selected intent data corresponding to and received from the identified business;

interpreting, by at least one computer of the communication service, the natural language query using the selected intent data; and

responding, by at least one computer of the communication service, to the natural language query based on the interpretation of the natural language query using the selected intent data,

wherein the profile information for the customer includes;

permission information for controlling communication from the businesses to the customer, and

contact preferences including one or more ranked sets of channels for communicating with the customer; and

wherein controlling communication between the businesses and the customers according to the profile information comprises controlling communication from the businesses to the customer based on the permission information and, when attempting to communicate with the customer, sequentially attempting to contact the customer using each of the channels in a ranked set of channels included in the contact preferences for the customer, where the sequential attempts occur in an order specified by the ranked set of channels for communicating with the customer.

2. The method of claim 1 further comprising providing profile information for customers to the businesses.

3. The method of claim 1 wherein the contact preferences includes different ranked sets of channels for different of the businesses.

4. The method of claim 1 wherein the permission information includes time of day restrictions for communicating with the customer and enabling communication between the businesses and the customers according to the profile information further comprises preventing communication between the businesses and the customers during a time of day corresponding to the time of day restrictions.

5. The method of claim 1 wherein the permission information identifies types of messages permitted to be communicated to the customer.

6. The method of claim 1 wherein enabling communication between the businesses and the customers includes providing natural language processing of messages passing between the customers and the businesses.

7. The method of claim 1 wherein enabling communication between the businesses and the customers according to the profile information comprises:

sequentially attempting to contact the customer using each of the channels in a ranked set of channels included in the contact preferences for the customer, where the sequential attempts occur in an order specified by the contact preferences for the customer;

receiving a confirmation message from the customer while sequentially attempting to contact the customer; and

in response to receiving the confirmation message from the customer, aborting sequentially attempting to contact the customer.

8. The method of claim 7 wherein receiving a confirmation message from the customer while sequentially attempting to contact the customer comprises receiving a confirmation message from the customer using any of the channels in the ranked set of channels included in the contact preferences for the customer.

9. The method of claim 7 wherein receiving a confirmation message from the customer while sequentially attempting to contact the customer comprises receiving a confirmation message using a channel, in the ranked set of channels, other than channels used in sequentially attempting to contact the customer prior to receipt of the confirmation message.

10. The method of claim 9 further comprising continuing to communicate with the customer using the channel, other than channels used in sequentially attempting to contact the customer prior to receipt of the confirmation message, over which the confirmation message was received.

11. The method of claim 1 further comprising, during communication with the customer using a first channel in a ranked set of channels included in the contact preferences for the customer, sending, from the communication service to the customer over the first channel, a recommendation message that recommends changing to a second channel in the ranked set of channels that is different than the first channel.

12. The method of claim 11 further comprising:

determining, at the communication service, that the natural language query has not been properly interpreted after a threshold number of attempts,

wherein sending, from the communication service to the customer over the first channel, the recommendation message that recommends changing to the second channel in the ranked set of channels that is different than the first channel occurs in response to determining that the natural language query has not been properly interpreted after a threshold number of attempts.

13. The method of claim 1 further comprising:

extracting, at the communication service, data from the natural language query;

generating, at the communication service, a message to the identified business requesting information based on the data extracted from the natural language query;

sending, from the communication service to the identified business, the generated message;

receiving, at the communication service from the identified business, a response message including the requested information;

formatting, at the communication service, the response message based on the customer'"'"'s profile information; and

sending, from the communication service to the customer, the formatted response message.

14. The method of claim 1 further comprising:

automatically generating, at the communication service, a reply message to the natural language query based on a predefined list of appropriate replies specific to the identified business; and

sending, from the communication service to the customer, the generated reply message.

15. The method of claim 1 further comprising:

tracking, at the communication service, a status of natural language queries directed to the identified business; and

providing, from the communication service to the identified business, a report based on the tracked status of natural language queries directed to the identified business.

16. The method of claim 15 wherein:

tracking, at the communication service, the status of natural language queries directed to the identified business comprises tracking at least one of a number of successes and failures in handling natural language queries directed to the identified business; and

providing, from the communication service to the identified business, the report based on the tracked status of natural language queries directed to the identified business comprises providing, from the communication service to the identified business, a report indicating at least one of the number of successes and failures in handling natural language queries directed to the identified business.

17. The method of claim 15 wherein:

tracking, at the communication service, the status of natural language queries directed to the identified business comprises tracking types of failures that occur in handling natural language queries directed to the identified business; and

providing, from the communication service to the identified business, the report based on the tracked status of natural language queries directed to the identified business comprises providing, from the communication service to the identified business, a report indicating the types of failures that have occurred in handling natural language queries directed to the identified business.

18. The method of claim 15 further comprising:

modifying, at the communication service, intent data configured to interpret natural language queries received for the identified business based on the tracked status of natural language queries directed to the identified business.

19. A computer-readable medium encoded with a computer program comprising instructions that, when executed, operate to cause a computer to perform operations comprising:

subscribing a plurality of businesses for a communication service;

receiving, at the communication service from each of the plurality of businesses, a set of intent data configured to interpret natural language queries received for the corresponding business, a first set of intent data corresponding to a first business being different than a second set of intent data corresponding to a second business that is different than the first business;

enrolling a plurality of customers for the communication service, including accepting profile information from each of the customers;

controlling communication between the businesses and the customers according to the profile information;

receiving, at the communication service from a customer included in the plurality of customers, a natural language query directed to a business included in the plurality of businesses;

identifying, at the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query;

in response to identifying the business to which the natural language query is directed, selecting, from among multiple sets of intent data received from each of the plurality of businesses, a set of intent data corresponding to and received from the identified business;

accessing, at the communication service, the selected intent data corresponding to and received from the identified business;

interpreting, at the communication service, the natural language query using the selected intent data; and

responding to the natural language query based on the interpretation of the natural language query using the selected intent data,

wherein the profile information for the customer includes;

permission information for controlling communication from the businesses to the customer, and

contact preferences including one or more ranked sets of channels for communicating with the customer; and

wherein controlling communication between the businesses and the customers according to the profile information comprises controlling communication from the businesses to the customer based on the permission information and, when attempting to communicate with the customer, sequentially attempting to contact the customer using each of the channels in a ranked set of channels included in the contact preferences for the customer, where the sequential attempts occur in an order specified by the ranked set of channels for communicating with the customer.

21. The computer-readable medium of claim 19 wherein the computer-readable medium is encoded with a computer program comprising instructions that, when executed, operate to cause a computer to perform operations further comprising:

tracking, at the communication service, a status of natural language queries directed to the identified business; and

providing, from the communication service to the identified business, a report based on the tracked status of natural language queries directed to the identified business.

22. The computer-readable medium of claim 21 wherein the computer-readable medium is encoded with a computer program comprising instructions that, when executed, operate to cause a computer to perform operations further comprising:

modifying, at the communication service, intent data configured to interpret natural language queries received for the identified business based on the tracked status of natural language queries directed to the identified business.

20. A computer system comprising:

at least one computer; and

at least one computer-readable medium coupled to the at least one computer having instructions stored thereon which, when executed by the at least one computer, cause the at least one computer to perform operations comprising;

subscribing a plurality of businesses for a communication service;

receiving, at the communication service from each of the plurality of businesses, a set of intent data configured to interpret natural language queries received for the corresponding business, a first set of intent data corresponding to a first business being different than a second set of intent data corresponding to a second business that is different than the first business;

enrolling a plurality of customers for the communication service, including accepting profile information from each of the customers;

controlling communication between the businesses and the customers according to the profile information;

receiving, at the communication service from a customer included in the plurality of customers, a natural language query directed to a business included in the plurality of businesses;

identifying, at the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query;

in response to identifying the business to which the natural language query is directed, selecting, from among multiple sets of intent data received from each of the plurality of businesses, a set of intent data corresponding to and received from the identified business;

accessing, at the communication service, the selected intent data corresponding to and received from the identified business;

interpreting, at the communication service, the natural language query using the selected intent data; and

responding to the natural language query based on the interpretation of the natural language query using the selected intent data,

wherein the profile information for the customer includes;

permission information for controlling communication from the businesses to the customer, and

contact preferences including one or more ranked sets of channels for communicating with the customer; and

wherein controlling communication between the businesses and the customers according to the profile information comprises controlling communication from the businesses to the customer based on the permission information and, when attempting to communicate with the customer, sequentially attempting to contact the customer using each of the channels in a ranked set of channels included in the contact preferences for the customer, where the sequential attempts occur in an order specified by the ranked set of channels for communicating with the customer.

23. The computer system of claim 20 wherein the at least one processor is configured to perform operations further comprising:

tracking, at the communication service, a status of natural language queries directed to the identified business; and

providing, from the communication service to the identified business, a report based on the tracked status of natural language queries directed to the identified business.

24. The computer system of claim 23 wherein the at least one processor is configured to perform operations further comprising:

modifying, at the communication service, intent data configured to interpret natural language queries received for the identified business based on the tracked status of natural language queries directed to the identified business.

25. A computer system comprising:

means for subscribing a plurality of businesses for a communication service;

means for receiving, at the communication service from each of the plurality of businesses, a set of intent data configured to interpret natural language queries received for the corresponding business, a first set of intent data corresponding to a first business being different than a second set of intent data corresponding to a second business that is different than the first business;

means for enrolling a plurality of customers for the communication service, including accepting profile information from each of the customers;

means for controlling communication between the businesses and the customers according to the profile information;

means for receiving, at the communication service from a customer included in the plurality of customers, a natural language query directed to a business included in the plurality of businesses;

means for identifying, at the communication service and from among the plurality of businesses, the business to which the natural language query is directed based on at least one attribute of the natural language query;

means for, in response to identifying the business to which the natural language query is directed, selecting, from among multiple sets of intent data received from each of the plurality of businesses, a set of intent data corresponding to and received from the identified business;

means for accessing, at the communication service, the selected intent data corresponding to and received from the identified business;

means for interpreting, at the communication service, the natural language query using the selected intent data; and

means for responding to the natural language query based on the interpretation of the natural language query using the selected intent data,

wherein the profile information for the customer includes;

permission information for controlling communication from the businesses to the customer, and

contact preferences including one or more ranked sets of channels for communicating with the customer; and

wherein the means for controlling communication between the businesses and the customers according to the profile information comprises means for controlling communication from the businesses to the customer based on the permission information and, when attempting to communicate with the customer, sequentially attempting to contact the customer using each of the channels in a ranked set of channels included in the contact preferences for the customer, where the sequential attempts occur in an order specified by the ranked set of channels for communicating with the customer.