US6775371B2
Expired / Lapsed
US
⏱️ 0.0 years remaining
Technique for effectively providing concierge-like services in a directory assistance system
Assignee: Grape Technology Group Inc
•
Filing: 2002-07-22
•
Granted: 2004-08-10
•
Expires: 2022-07-22
Abstract
Abstract Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help. In addition, a pool of operators/agents capable of receiving the request for concierge-like services generate an electronic ticket representing such request. A pool of fulfillment agents capable of receiving the electronic ticket engage in such action as necessary to fulfill the request. The agents are networked to directory assistance and concierge databases and to third-party providers of concierge services to facilitate the process.
Inventors
- 👤 Nicholas J. Elsey
- 👤 Michael T. Samudio
- 👤 Timothy A. Timmins
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-29 12:53
CPC Classifications
G; G06; G06Q; G06Q10/00; G06Q10/02; G06Q10/028; H; H04; H04M; H04M3/00; H04M3/42; H04M3/432; H04M3/487; H04M3/493; H04M3/4931; H04M3/50; H04M3/53; H04M3/533; H04M3/53333; H04M3/53341; H04M2203/00; H04M2203/65; H04M2203/652; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/54
Claims Analysis
Total Claims: 36
Claim 1
Independent Claim
180 words
A method for providing a concierge service from one or more directory assistance centers comprising: receiving at a first directory assistance center a call from a caller, the call including a request for a concierge service relating to a desired product or service; searching a database for data concerning a provider of the desired product or service in response to the request; determining whether a second directory assistance center is closer to the provider of the desired product or service than the first directory assistance center, the second directory assistance center being unaffiliated with the provider of the desired product or service; and if it is determined that the second directory assistance center is closer to the provider of the desired product or service than the first directory assistance center, the first directory assistance center sending information regarding the request to the second directory assistance center, and a fulfillment agent at the second directory assistance center establishing a communication, separate from the call, with the provider of the desired product or service to fulfill the request based on the information.
Claim 2
Independent Claim
180 words
A method for providing a concierge service from one or more directory assistance centers comprising: receiving at a first directory assistance center a call from a caller, the call including a request for a concierge service relating to a desired product or service; searching a database for data concerning a provider of the desired product or service in response to the request; determining whether a second directory assistance center is closer to the provider of the desired product or service than the first directory assistance center, the second directory assistance center being unaffiliated with the provider of the desired product or service; and if it is determined that the second directory assistance center is closer to the provider of the desired product or service than the first directory assistance center, the first directory assistance center sending information regarding the request to the second directory assistance center, and a fulfillment agent at the second directory assistance center establishing a communication, separate from the call, with the provider of the desired product or service to fulfill the request based on the information.
Claim 3
Dependent Claim
13 words
The method of claim 1 , wherein the communication includes a telephone call.
Claim 4
Dependent Claim
44 words
The method of claim 1 , further comprising generating a ticket containing details of the request, wherein a field on the ticket representing which directory assistance center is to attempt to fulfill the request is populated by default with said first directory assistance center.
Claim 5
Independent Claim
86 words
A method for providing a directory assistance service by a directory assistance provider comprising: receiving a directory assistance call from a caller, the call including a request for suggestions of businesses which provide a desired product or service; searching a database; obtaining a list of selected businesses responsive to the request, wherein the selected businesses are ordered as a function of at least compensation given to the directory assistance provider by the selected businesses; and suggesting at least one of the selected businesses to the caller.
Claim 6
Independent Claim
86 words
A method for providing a directory assistance service by a directory assistance provider comprising: receiving a directory assistance call from a caller, the call including a request for suggestions of businesses which provide a desired product or service; searching a database; obtaining a list of selected businesses responsive to the request, wherein the selected businesses are ordered as a function of at least compensation given to the directory assistance provider by the selected businesses; and suggesting at least one of the selected businesses to the caller.
Claim 7
Dependent Claim
55 words
The method of claim 4 , wherein businesses which provide the desired product or service and have given said at least compensation to the directory assistance provider will be suggested to the caller before businesses which provide the desired product or service and have not given said at least compensation to the directory assistance provider.
Claim 8
Dependent Claim
16 words
The method of claim 4 , wherein said directory assistance provider comprises at least one operator.
Claim 9
Dependent Claim
37 words
The method of claim 4 , wherein businesses which have given said at least compensation to the directory assistance provider are listed before businesses which have not given said at least compensation to the directory assistance provider.
Claim 10
Dependent Claim
26 words
The method of claim 4 , further comprising connecting the caller to a business which has given said at least compensation to the directory assistance provider.
Claim 11
Independent Claim
73 words
A method for providing concierge and directory assistance services composing: receiving a call from a caller at a directory assistance center; determining that the caller is requesting a concierge service, which relates to a desired product or service provided by a business; and assigning a fulfillment agent to fulfill the concierge service request, wherein the fulfillment agent establishes a communication, separate from the call, with the business to fulfill the concierge service request.
Claim 12
Independent Claim
73 words
A method for providing concierge and directory assistance services composing: receiving a call from a caller at a directory assistance center; determining that the caller is requesting a concierge service, which relates to a desired product or service provided by a business; and assigning a fulfillment agent to fulfill the concierge service request, wherein the fulfillment agent establishes a communication, separate from the call, with the business to fulfill the concierge service request.
Claim 13
Dependent Claim
29 words
The method of claim 9 , further comprising directing the call to a directory assistance operator, wherein said assigning comprises assigning the directory assistance operator as the fulfillment agent.
Claim 14
Dependent Claim
21 words
The method of claim 9 , further comprising providing the caller with a directory assistance service after receiving the caller's call.
Claim 15
Dependent Claim
14 words
The method of claim 11 , wherein said directory assistance service comprises providing directions.
Claim 16
Dependent Claim
12 words
The method of claim 12 , wherein the directions include driving directions.
Claim 17
Dependent Claim
22 words
The method of claim 11 , wherein said directory assistance service comprises sending at least a telephone number to a messaging device.
Claim 18
Dependent Claim
12 words
The method of claim 14 wherein the messaging device includes a pager.
Claim 19
Dependent Claim
15 words
The method of claim 14 wherein the telephone number is sent in text message form.
Claim 20
Dependent Claim
21 words
The method of claim 14 wherein the caller is afforded an option to send the telephone number to the messaging device.
Claim 21
Dependent Claim
26 words
The method of claim 17 wherein the option is selectable by pressing at least one predetermined key on a communications device from which the call originates.
Claim 22
Dependent Claim
13 words
The method of claim 18 wherein the communications device incorporates the messaging device.
Claim 23
Dependent Claim
12 words
The method of claim 18 wherein the communications device includes a telephone.
Claim 24
Dependent Claim
12 words
The method of claim 20 wherein the telephone includes a wireless telephone.
Claim 25
Independent Claim
116 words
A method for providing a concierge service to a user comprising: receiving, from the user, a request for the concierge service; performing an action, by a first agent, in attempt to fulfill the request; updating a status of fulfillment of the request in a database based on the results of the last action performed; setting a next action time in a database when further action relating to the request should be taken; automatically notifying a second agent when said next action time has arrived; and performing by said second agent a next action relating to said request upon arrival of said next action dine, the next action being selected from a plurality of next action options.
Claim 26
Independent Claim
116 words
A method for providing a concierge service to a user comprising: receiving, from the user, a request for the concierge service; performing an action, by a first agent, in attempt to fulfill the request; updating a status of fulfillment of the request in a database based on the results of the last action performed; setting a next action time in a database when further action relating to the request should be taken; automatically notifying a second agent when said next action time has arrived; and performing by said second agent a next action relating to said request upon arrival of said next action dine, the next action being selected from a plurality of next action options.
Claim 27
Dependent Claim
18 words
The method of claim 22 , wherein said first agent and said second agent are the same agent.
Claim 28
Dependent Claim
17 words
The method of claim 22 , wherein said first agent and said second agent are different agents.
Claim 29
Dependent Claim
14 words
The method of claim 22 , wherein said next action time is set automatically.
Claim 30
Dependent Claim
37 words
The method of claim 22 , wherein said request relates to the caller's desire to visit an establishment, and wherein said next action time relates to the time at which the caller wishes to visit the establishment.
Claim 31
Dependent Claim
21 words
The method of claim 22 , further comprising displaying the next action options for the second agent on a computer interface.
Claim 32
Dependent Claim
21 words
The method of claim 27 , further comprising automatically performing steps towards completing the next action selected by the second agent.
Claim 33
Dependent Claim
36 words
The method of claim 28 , wherein said steps towards completing the next action comprise looking up in a database a phone number of an establishment the caller wishes to visit and dialing the phone number.
Claim 34
Dependent Claim
13 words
The method of claim 22 , wherein said request is accorded a priority.
Claim 35
Dependent Claim
24 words
The method of claim 30 , wherein the order in which the request is attempted to be fulfilled is a function of its priority.
Claim 36
Dependent Claim
20 words
The method of claim 30 , wherein which agent attempts to fulfill the request is a function of its priority.
References Cited (Backward Citations)
US837894A
Cited
US4696028A
Cited
US4922519A
Cited
US4959855A
Cited
US4817129A
Cited
US4979206A
Cited
US4908850B1
Cited
US4908850A
Cited
US4932042A
Cited
US5056134A
Cited
US5157718A
Cited
US5222120A
Cited
US5414754A
Cited
US5163083A
Cited
US5181237A
Cited
US5063591A
Cited
US5187740A
Cited
US5367561A
Cited
US5418844A
Cited
US5353336A
Cited
US5517560A
Cited
US5848131A
Cited
US5479488A
Cited
US6094640A
Cited
US5555299A
Cited
US5511111A
Cited
US6205436B1
Cited
US5737700A
Cited
US5943417A
Cited
US5797092A
Cited
US5948040A
Cited
US5689547A
Cited
US5757904A
Cited
US5797126A
Cited
US5850433A
Cited
US5768513A
Cited
US5983200A
Cited
US5897620A
Cited
US6134530A
Cited
US6459782B1
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2007-08-10 | 2008-02-09 | 2008-08-10 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2011-08-10 | 2012-02-09 | 2012-08-10 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2015-08-10 | 2016-02-09 | 2016-08-10 | $7700.00 | Window Closed / Lapsed |