Customer messaging service

• US 8,243,893 B2
• Filed: 01/19/2010
• Issued: 08/14/2012
• Est. Priority Date: 06/07/2001
• Status: Expired due to Term

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Hayes, Marc F. Jr., Sweeney, Sean M., Argo, Ronald L.
• Primary Examiner(s): Goins, Davetta W
• Assistant Examiner(s): ISLAM, MOHAMMAD K
• Application Number:
  US12/689,794
• Publication Number:
  US 20100183125A1
• Time in Patent Office: 938 Days
• Field of Search: 379 8801- 8825, 455/412.1, 705/26, 709/207, 709/220
• US Class Current: 379/88.23
• 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 computer system comprising:

at least one computer; and

at least one non-transitory 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;

receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed;

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, automatically generating, by at least one computer of 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 at least one computer of the communication service to the customer, the generated reply message.

2. The computer system of claim 1 wherein the operations further comprise:

extracting, by the at least one computer, data from the natural language query;

generating, by the at least one computer, an inquiry message to the identified business requesting information based on the data extracted from the natural language query;

sending, from at least one computer of the communication service to the identified business, the generated inquiry message;

receiving, by at least one computer of the communication service from the identified business, a response message including the requested information;

formatting, at the communication service, the response message based on profile information of the customer; and

sending, from at least one computer of the communication service to the customer, the formatted response message.

9. The computer system of claim 1, wherein generating the reply message to the natural language query comprises:

extracting data from the natural language query;

generating an inquiry message to the identified business requesting information based on the data extracted from the natural language query;

sending, to the identified business, the generated inquiry message;

receiving, from the identified business, a response message including the requested information; and

generating the reply message to the natural language query based on the requested information included in the response message.

10. The computer system of claim 1, wherein identifying the business to which the natural language query is directed based on at least one attribute of the natural language query comprises using a corporate persona the customer selected to identify the business to which the natural language query is directed.

11. The computer system of claim 1, wherein generating the reply message to the natural language query comprises:

identifying the customer initiating the natural language query by translating a service identity of the customer into a specific customer identity;

extracting data from the natural language query; and

generating the reply message to the natural language query based on the extracted data and the specific customer identity.

12. The computer system of claim 1, wherein generating the reply message to the natural language query comprises interpreting the natural language query using a customer intent processor that is asynchronous, customer media independent, that includes a timeout mechanism, and that includes an interface to a content management engine.

13. The computer system of claim 1, wherein generating the reply message to the natural language query comprises using customer intent data provided by the identified business to select, from the predefined list of appropriate replies specific to the identified business, an appropriate reply to the natural language query and generating the reply message to the natural language query based on the selected reply.

14. The computer system of claim 1, wherein generating the reply message to the natural language query comprises:

extracting data from the natural language query;

using the extracted data to select, from the predefined list of appropriate replies specific to the identified business, an appropriate reply to the natural language query; and

generating the reply message to the natural language query based on the selected reply.

3. A method for handling communication between customers and businesses comprising:

receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed;

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, automatically generating, by at least one computer of 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 at least one computer of the communication service to the customer, the generated reply message.

4. The method of claim 3 further comprising:

extracting, by the at least one computer, data from the natural language query;

generating, by the at least one computer, an inquiry message to the identified business requesting information based on the data extracted from the natural language query;

sending, from at least one computer of the communication service to the identified business, the generated inquiry message;

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

formatting, at the communication service, the response message based on profile information of the customer; and

sending, from at least one computer of the communication service to the customer, the formatted response message.

15. The method of claim 3, wherein generating the reply message to the natural language query comprises:

extracting data from the natural language query;

generating an inquiry message to the identified business requesting information based on the data extracted from the natural language query;

sending, to the identified business, the generated inquiry message;

receiving, from the identified business, a response message including the requested information; and

generating the reply message to the natural language query based on the requested information included in the response message.

16. The method of claim 3, wherein identifying the business to which the natural language query is directed based on at least one attribute of the natural language query comprises using a corporate persona the customer selected to identify the business to which the natural language query is directed.

17. The method of claim 3, wherein generating the reply message to the natural language query comprises:

identifying the customer initiating the natural language query by translating a service identity of the customer into a specific customer identity;

extracting data from the natural language query; and

generating the reply message to the natural language query based on the extracted data and the specific customer identity.

18. The method of claim 3, wherein generating the reply message to the natural language query comprises interpreting the natural language query using a customer intent processor that is asynchronous, customer media independent, that includes a timeout mechanism, and that includes an interface to a content management engine.

19. The method of claim 3, wherein generating the reply message to the natural language query comprises using customer intent data provided by the identified business to select, from the predefined list of appropriate replies specific to the identified business, an appropriate reply to the natural language query and generating the reply message to the natural language query based on the selected reply.

20. The method of claim 3, wherein generating the reply message to the natural language query comprises:

extracting data from the natural language query;

using the extracted data to select, from the predefined list of appropriate replies specific to the identified business, an appropriate reply to the natural language query; and

generating the reply message to the natural language query based on the selected reply.

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

receiving, by at least one computer of a communication service and from a customer, a natural language query directed to a business, the communication service facilitating communication between a plurality of customers including the customer and a plurality of businesses including the business to which the natural language query is directed;

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, automatically generating, by at least one computer of 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 at least one computer of the communication service to the customer, the generated reply message.

6. The computer-readable medium of claim 5, wherein the operations further comprise:

extracting data from the natural language query;

generating an inquiry message to the identified business requesting information based on the data extracted from the natural language query;

sending, to the identified business, the generated inquiry message;

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

formatting the response message based on profile information of the customer; and

sending the formatted response message.

7. The computer-readable medium of claim 5, wherein the operations further comprise:

extracting data from the natural language query;

generating an inquiry message to the identified business requesting information based on the data extracted from the natural language query;

sending, to the identified business, the generated inquiry message;

receiving, from the identified business, a response message including the requested information; and

generating the reply message to the natural language query based on the requested information included in the response message.

8. The computer-readable medium of claim 5, wherein generating the reply message to the natural language query comprises:

extracting data from the natural language query;

using the extracted data to select, from the predefined list of appropriate replies specific to the identified business, an appropriate reply to the natural language query; and

generating the reply message to the natural language query based on the selected reply.