WO2012150586A1

WO2012150586A1 - System and method for fulfilling service requests and dispatching

Info

Publication number: WO2012150586A1
Application number: PCT/IL2012/000173
Authority: WO
Inventors: Yossi NEVO
Original assignee: Nevo Yossi
Priority date: 2011-05-02
Filing date: 2012-05-01
Publication date: 2012-11-08

Abstract

The invention provides a dispatching method and a dispatching engine for dispatching best rated service providers to customers comprising steps of: linking a server comprising a database of service provider information and a database of customer; receiving service; dispatching service tickets to the service providers; verifying service providers have made said contact with said customers; and providing feedback ratings on said service.

Description

SYSTEM AND METHOD FOR FULFILLING SERVICE REQUESTS AND

DISPATCHING

BACKGROUND Technical Field

[0001] Embodiments of the present invention relate generally to systems and methods for automatic dispatching of servicemen, repairmen, workmen and the like to customers, with provision for automated feedback and verification.

Description of Related Art

[0002] People in need of various services will often perform a 'cold' search of the internet or yellow pages when in need of a particular good or service.

[0003] However finding a serviceman and/or company with good reputation, able to provide the specific service required, is not necessarily an easy task even given the advanced search capabilities of the net and long use of the yellow pages. Hence, an improved method for dispatching service providers is still a long felt need.

BRIEF SUMMARY

[0004] According to an aspect of the present invention, there is provided a system and method for dispatching service providers on house-calls.

[0005] It is within provision of the invention to provide a dispatching method for service providers comprising steps of:

a. linking a server comprising a database of service provider information and a database of customer information to communication means; b. receiving service requests for service by said customers;

c. verifying contact information of said customers;

d. dispatching service tickets to said service providers, thereby allowing said service providers to contact said customers and fulfill said requests; e. verifying said service providers have made said contact with said customers;

f. providing feedback ratings on said service; whereby service providers are dispatched to provide service to said customers while verifying that aid service providers indeed make contact with said customers.

[0006] It is further within provision of the invention wherein said means for receiving requests is selected from the group consisting of: telephone interface; smartphone interface; SMS interface; web interface; voice menu interface.

[0007] It is further within provision of the invention wherein said service requests are matched to the aforementioned database of service provider by means of filters selected from the group consisting of: geographic location; time of service requested; feedback ratings of said service provider; price of said service; and combinations thereof.

[0008] It is further within provision of the invention wherein said customer information is selected from the group consisting of: customer name, customer location, customer age, customer address, customer history, service type requested, service time requested, price range requested, customer contact information, customer telephone number, customer fax number, customer email address, zip code, customer mailing address.

[0009] It is further within provision of the invention wherein said service provider information is selected from the group consisting of: service provider name, service provider location, service provider age, service provider address, service provider history, service types rendered, service provider seniority, service provider speciality, service provider sub-speciality, service provider professional ranking, service time available, price range requested service provider contact information, service provider telephone number, service provider fax number, service provider email address, service provider mailing address, service provider professional associations, and combinations thereof. [0010] It is further within provision of the invention wherein said means for dispatching service tickets to said service providers is selected from the group consisting of: fax message; email message; SMS message; telephone call; telephone recording; instant messenger message.

[0011] It is further within provision of the invention wherein said means for allowing said customers to verify said service providers have made said contact is selected from the group consisting of: fax message; email message; SMS message; telephone call; telephone recording; instant messenger message.

[0012] It is further within provision of the invention to dispatch further service tickets if said customers report that said service providers have not made said contact.

[0013] It is further within provision of the invention wherein said database of service provider information is gleaned from sources selected from the group consisting of: webcrawlers, internet, yellow pages, newspapers, manual entry, service provider entry.

[0014] These, additional, and/or other aspects and/or advantages of the present invention are: set forth in the detailed description which follows; possibly inferable from the detailed description; and/or learnable by practice of the present invention.

BRIEF DESCRIPTION OF THE DRAWINGS

[0015] In order to understand the invention and to see how it may be implemented in practice, a plurality of embodiments will now be described, by way of non-limiting example only, with reference to the accompanying drawings, in which:

FIG. 1 illustrates a system diagram of one possible implementation of the invention.

FIG. 2 illustrates a system diagram of the service request of the system. FIG. 3 illustrates the method by which multiple service providers compete for request fulfillment;

FIG. 4 illustrates the flow for customer response verification;

FIG. 5 illustrates the flow for provider service verification;

FIG. 6 illustrates the credit system of the invention.

DETAILED DESCRIPTION

[0016] The following description is provided, alongside all chapters of the present invention, so as to enable any person skilled in the art to make use of said invention and sets forth the best modes contemplated by the inventor of carrying out this invention. Various modifications, however, will remain apparent to those skilled in the art, since the generic principles of the present invention have been defined specifically to provide a means and method for providing a system and method for dispatching service providers on house calls.

[0017] In the following detailed description, numerous specific details are set forth in order to provide a thorough understanding of embodiments of the present invention. However, those skilled in the art will understand that such embodiments may be practiced without these specific details. Reference throughout this specification to "one embodiment" or "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment is included in at least one embodiment of the invention.

[0018] The term 'plurality' refers hereinafter to any positive integer (e.g, 1,5, or 10).

[0019] The invention integrates web systems, telephony and computing for purposes of dispatching service providers to customers. The system offers the customers an immediate optimized and precise service to each of their problems or needs, covering hundreds of basic needed services of all kinds. The system likewise offers service providers targeted "service requests" according to their expertise, availability, location and schedule. [0020] The system gives customers a customized solution to their problem(s) by selecting potential service providers in an attempt to best match customer needs with service providers' expertise, availability, active area and the like. The system is capable of drawing conclusions in relation to service provider performance, based on feedback from customers as well as performance data collection automatically collected by the system.

[0021] The service is available through the web but also through other technological communication appliances, telephony, other vocal systems or sms.

[0022] The main purpose of the system and method disclosed is to connect a plurality of customers to the most appropriate service provider(s) available, within the shortest possible time.

[0023] The system comprises a networked server in communication with databases and telephony means allowing it to (for example) send SMS messages. Upon a new service request (which will generally be created by a customer using a web interface running on the server) the system generates a service ticket describing the necessary goods/services. The attempt to fulfill this ticket on the part of a number of eligible service providers in fact comprises a "race" amongst the eligible service providers. The first service provider to answer the service ticket wins the opportunity to fulfill the customer's needs, and to be selected by the customers as their service provider/supplier.

[0024] Using the aforementioned web interface or other means (such as hand-filled questionnaire, voice menu system, or the like), the customer may specify the exact time and date of request execution, ranges therefore, as well as whether one or numerous service providers should reach him, and the like.

[0025] The system selects automatically a predetermined number of service providers preregistered within the system. These service providers may have ratings associated with them (based e.g. on customer feedback) which customer(s) may specify. Collection of such feedback data is an integral part of the system. The service providers selected will be further screened to match the request in regard with exact profession, specialties, working days and hours, working areas, current availability and the like. Those fulfilling these criteria will be given contact information allowing them to connect them to the customer, and/or the customer will be given contact information allowing the customer to contact the provider, and/or the two parties may be put in communication through the auspices of the website of the system (for example through a chat, a computer-moderated voice conversation, or the like.)

[0026] After a potential customer has requested a service operation (by means of a web interface, automated phone menu, SMS, operator-assisted interaction, or the like) the system automatically performs a verification step of contacting the customer by means he has specified, for example through automated or manual calling of a phone number, sending an SMS, fax, email, or the like. By requiring this verification step the rest of the process is assured of smooth progress since a working communications channel has been verified.

[0027] By means of this system the customer is connected, generally within seconds, with the most appropriate available service provider.

[0028] Through a multi-layer and consistent process the system verifies that proper service is given to customer. To this end the customer is asked to rate the quality of service received. The service provider is thus rated in terms of the following factors: The particular speed of his response, the quality of service supplied, service rating, seniority, and the like.

[0029] Feedback is subsequently used for service provider characterization and system prioritization, on next service request.

[0030] The system is set up as an interactive system between two parties (customers and service providers). The system is adjusted to meet the exact needs of customers and providers. A prominent advantage of the system over other systems is to provide prioritized connection, which allows targeted matching of applicant and recipient.

[0031] A tracking and control system is provided that follows the client and the service provider throughout the process in order to insure an effective connection as well as deal closure and proper service.

[0032] It is within provision of the invention to use an Artificial intelligence system to correlate service requests with service providers. This may comprise data from a system of rating by the customers as well as permanent measurement and scoring of other relevant factors such as seniority with the system, the speed of response, the amount of work carried out, and complaint history.

[0033] It is further within provision of the invention that the system adjusts itself to current market habits.

[0034] It is further within provision of the invention that mechanisms be employed to ensure that only the customer personally may rate the service provider.

[0035] Existing solutions for such coverage of needs are generally awkward, incomplete, require human intervention that is personalized with regard to suppliers , requires customers to learn and decide among numerous offers , and often disappoint the user.

[0036] The invention provides a means for connecting people looking for various services generally requiring 'house calls' or field representatives with servicemen qualified to provide such. This is accomplished through the auspices of a website or other online entity, viewed on a computing platform such as a personal computer, smartphone, or other device capable of such feats.

[0037] By means of a central server serving the web pages of the site, a number of service providers can list their services, categorizing them by various means including but not limited to types of goods/services provided, geographic locations serviced, response time, hours of operation, performance record, or the like. Service providers will submit relevant information concerning field of expertise, operating area (geographical range for instance), times of availability, speed of work execution, years of experience, and the like.

[0038] By means of the same central server or possibly another server in electronic communication with the first, potential customers and/or consumers can search for service providers filling the various criteria they specify.

[0039] For instance, a customer desirous of fixing a composting toilet that has 'gone anaerobic' may surf to the site of the invention, and there search amongst a list of service providers capable of dealing with the situation and rated in terms of their performance, who work in geographic proximity, and are available at the hour so desired by the potential customer.

[0040] The system thus connects customers to service providers. In some embodiments, the site links between clients and potential service providers based on geographical or other queries, for example based on defined service areas. The customer can open a service call for instance using one or more of the following scenarios:

By entering information on service call -> for a link to a professional one or several under preference

By web link directly to a call center, without entering information (for example using VOIP)

By direct telephone link generated by the system

By means of SMS (for example an automatically sent message containing details necessary to link a customer with a representative).

[0041] It is within provision of the invention to use voice recognition or interactive voice menu technology to ask the customer various questions to identify the requested service location and enter such information into the system.

[0042] It is further within provision of the invention that the site provide references for professionals, who will thus benefit from the exposure possible through use of the system. These references can be based for instance on customer feedback entered after using the system.

[0043] The start of the work flow will focus on the aforementioned references in order to create significant leverage for the system. The occupations the system can provide professional services for include: plumbers, electricians, technicians from various fields, leading, fast food stores (deliveries), flower deliveries and the like.

[0044] It is further within provision of the invention to give references to trade companies, for example vehicle sales agencies. Referrals will be based on such criteria as the dollar amount that the customer is interested to spend, vehicle category, new or used classification, vehicle state (wear etc.), make, model, vehicle reputation, and the like.

[0045] It is further within provision of the invention to provide references for work placement companies, work abroad opportunities, potential employers, and the like. It is further within provision of the invention to provide references for building stock placement companies, as well as to provide services for potential employers looking for workers.

[0046] It is within provision of the invention to facilitate investment brokers searching for references as to investments. Thus the system can provide leads for investment by customers who want to make investments in given amounts and in given areas.

[0047] It is within provision of the invention to enabling location-based business management. With the establishment of the system including position information, it will be possible to build location-based business infrastructures within the system. The system will provide information for practitioners about the employees and resources in each business location.

[0048] It is further within provision of the invention that taxis and courier services be serviced by means of the system, given the establishment of a system of positioning for couriers and taxis which determines their current locations and allows for a location-based service provider.

Work Processes

[0049] Open reading through the website, a customer will generally enter information concerning the goods and/or services desired. This will be accomplished by (for example) a GUI interface allowing for selection of the categories desired from a list of possible categories.

[0050] After selecting the type of service(s) desired, a list of subcategories is displayed relevant to the category chosen. The user can then select a service district (e.g. a geographical region) from a list, map or other means. After selecting the service area the system will list the selected zone areas. [0051] After selecting the aforementioned parameters the system will open a further area on the page (which was hidden so far) in which will appear additional information such as but not limited to:

Entering customer information

Telephone (minimum legal test required)

Email address (optional, checking the legality)

Name(optional)

[0052] It is within provision of the invention to present Focus Questions designed to determine the category the customer is interested in. If the subject focus questions are not defined then they are not shown at all.

[0053] It is within provision of the invention that there be a list of possible answers to the focus questions posed, or alternatively a text box may be presented to allow answering the questions.

[0054] A description of the problem or service required can be presented as well.

[0055] The date of the service requested is entered for example by means of a calendar popup or text entry. Alternatively a set of options can be presented such as: now (default)

at noon

evening

tomorrow morning

tomorrow at noon

tomorrow night

Other date (this option will allow for a GUI control for selecting a date and time)..

[0056] If the date of service is not immediate, it is within provision of the invention to provide an option to send a reminder to both service providers and customers, at predetermined times before the requested service time, in addition to the initial message sent). [0057] It is within provision of the invention to allow the user to select the desired service. The system may send an SMS with a special code identifying outstanding 'service tickets' or open orders for service. The service provider may be given a fixed number of free calls (for instance by means of a Virtual Switchboard). The provider registers an SMS and types in the code sent to him. The switchboard will then check the status of the reference, and if open will communicate such to the customer service provider.

[0058] It is within provision of the invention that other service providers interested in answering a particular service ticket call be notified that the service ticket has been answered.

[0059] It is within provision of the invention that the system link a given customer conversation to a given service provider. The customer may for instance request quotes be sent him specifying details that various service providers give such as price, time of service rendered, provider rating and the like.

[0060] The system may send SMS messages to relevant service providers to establish direct contact with the customer, for example by means of specifying customer address and/or telephone number.

[0061] We now review the full process as disclosed above. [0062] call authentication

[0063] A customer initially links to the system either through a web browser, cellphone, smartphone, or the like. The customer chooses a service and/or service provider, specifying desired time(s) of service and contact information, thereby opening a service ticket to be fulfilled by the system.

[0064] The system then authenticates the contact information by contacting the customer through the contact information specified which may be an automated or manual voice call to a telephone, cellphone, or smartphone; SMS message; online chat; email; fax; or other communications means as will be clear to one skilled in the art. [0065] Once the system has verified the customer contact information, a service provider is dispatched by means that are amplified below. Once a service provider has been dispatched, the system will verify that the customer received an initial response to his service ticket within a given time after opening the service ticket, by means (for instance) of sending emails to customers for feedback as to whether or not they have received a response from a service provider. If no response is received within a given timeout, the system will send an SMS or other form of message to the customer to determine whether they have received a service provider response An order of priority for communications means can be defined, for example first attempting cellphone communication, then SMS, then email, etc. This priority list can be defined independently for each service provider and each customer. If no response is given to this second message, tertiary communications means will be attempted such as use of a call center (e.g. an automatic telephone exchange) which will call the customer and automatically ask if whether they have received a response from the service provider. The switchboard will update the system as to the current disposition of the ticket, namely whether the customer has received a response, or has not received a response.If the customer has not received a response to an open ticket, the ticket is redirected back to one or more service providers, (either including or not including those who have a referral).

[0066] To ensure that the customer received the service he has requested, a number of communications means are employed including but not limited to Email, SMS, and Phone.

[0067] Customer feedback is an integral part of the system operation. A given predetermined amount of time after the opening of a ticket, the system will send an email or other communications to provide feedback for the call, including for example the service provider name(s), and a request to rank the service provided, the service provider, level of professionalism, cost, speed, efficacy and the like.These elements may be combined by the system to arrive at a score for each service provider. If no response is given within a predetermined amount of time the system attempts to determine a ranking through other means, for example following the communications priority list mentioned above. For example, an automated phone system may request the user to rank a service provider by means of pressing touchtone keys on a cellphone indicating the rating desired.

[0068] It is within provision of the invention to open a service call through the system by means of telephonic interface as opposed to web interface. This occurs in the following way. The customer dials a given number advertised as associated with the system. The system then links the customer to acall service information center, which will request clarification, either automatically (by means of voice menu or the like) or manually (by means of a human operator). In either case, the customer is thus linked to the system through a telephone interface, and the system can now proceed to open and fulfill the ticket as in the case of the web interface user.

[0069] The system may export system service calls to other systems or providers. The user may choosing a range of dates for services desired, for example from a given date to a given date.

[0070] It is within provision of the invention to allow for the possibility for export including export calls already passed. The system may export table data to a file, for example in a format such as XL, .xls, xlsx, .txt, tab delimited text, space delimited text, or the like.

[0071] It is within provision of the invention to allow for a billing system to access data concerning tickets outstanding and fulfilled, and tasked with invoicing or otherwise charging customers and/or service providers. The billing system will send invoices and/or other notifications by email, fax, SMS, snail mail or the like.

[0072] It is within provision of the invention that an external website service provider be referenced in order to fulfill a ticket. This may be accomplished for example through a location information form filled out by the service provider directly or through the server of the invention.

[0073] Payment options are provided to allow customers full use of the site (for instance allowing payment by credit card, wire transfer, e-cash, paypal, money order, or the like.) This makes possible transfer / deposit of moneys. Thus for example the bank account information of a customer and service provider may be provided, allowing money to be transferred directly from customer to service provider through the auspices of the system which itself will extract some percentage from the transaction.

[0074] Another option is for direct debit, in which case the system will for instance print a form to fill in details and allow for customer / service provider signing.

[0075] After selecting the types of services and areas of service desired, it is within provision of the invention to display a check box with associated text such as "I have read and agree to the terms of service".

[0076] It is further within provision of the invention to send email to the user to allow examination of data by the user and contact the service provider to complete details.

[0077] It is within provision of the invention to perform credit determination calls, for example contacting a customer card billing system to determine credit rating and the like.

[0078] It is within provision of the invention to provide 'preferred service' to those customers willing to pay for such , providing for example earlier service calls and/or higher-rated service providers and/or information on the service providers and the option to choose between them..

[0079] It is further within provision of the invention to provide for customer feedback on service calls. This is accomplished for example by means of Trackback systems, which enter a service call on arrival of an email that was sent (with a link ready for grading).

[0080] By typing or otherwise indicating the name of the service provider, the user can see a current rating and can also add his.her own rating. This may be done possibly with provision to exclude inflated ratings, for example by checking whether a given customer has indeed had a service from the rated provider, by normalizing for the user's average rating, or the like. The system may for instance display a list of names of service providers to rate. In one embodiment of the invention only first names appear. In another embodiment of the invention full names appear

[0081] In embodiments consistent with the invention a given service provider may appear more than once. It is further within provision of the invention that a Ratings Form be provided allowing presentation of questions for rating such as:

A) speed of response

B) quality of service

C) a written note

D) note-taking provision

E) Saving Rating Form

[0082] In the case of a customer complaint or have comments related to rank - the system will send an email to a pre-defined operator's attention. On arrival of mail sent by the customer several actions may be taken:

1) The customer will be allowed to rank various aspects of the service, for example on a scale of 1-5.

2) If the agreed-upon service date has not been reached yet, a message may be presented indicating that the appointment was not yet reached its date, in which case the system may set a reminder to send mail again in X time.

3) A further option may be presented to the effect that the customer has not received service. In this case, another rating point page lists different answers such as:

1. service provider did not made contact with me

2. We were unable to coordinate.

3. Other:

[0083] After clicking one of the above links the customer comes to a ranking engine. This is continued under a different section of the site. [0084] It is further within provision of the invention to increase marketing content of the site, for example by means of writing a given document and filling in accompanying information by a Content Manager. On display of the document, approval or denial may be decided by the document manager.

[0085] It is within provision of the invention to allow for troubleshooting measures. Locating problems is an integral part of the service. For example the situation of competitors entering fictitious service calls must be dealt with in any actual system. This may be accomplished by several means as will be clear to one skilled in the art. The user is required to address this by using (for example) only IP addresses from allowed locations. Documentation relating to IP addresses while browsing or opening a cookie on the client computer may also be used. A blacklist of static IP addresses from which false readings have been sent ay also be maintained. Dynamic addresses will be saved for a determined time and then deleted from the repository. It is within provision of the invention to verify contact information with service providers and customers by automated and/or manual means.

[0086] It is further within provision of the invention that availability and reporting mthod be provided. These will occur by way of a process service provider for example, via SMS. The Service provider sends encrypted SMS for example to the user who has access to a unique key for decryption. The system will limit the availability of this service, for example including a completion time interval, for example 30 minutes by default.

[0087] It is within provision of the invention that availability and reporting process service providers be implemented, for example through the website itself. CSS Login identification methods may be used in conjunction with the method. An availability table entry may further be provided.

[0088] It is within provision of the invention to allow for Links of the type "I'm available now" (until further notice) which a service provider may click to indicate readiness to take service tickets. The link will appear if the current timeslot is defined as enabled by the availability table.lt is within provision of the invention to update provider and/or customer status, for example in terms of current availablility, availability in certain time windows, and the like. [0089] It is within provision of the invention to display current date and time and indication for when a given service and/or service provider will be available again. Performance reporting methods are envisioned allowed for feedback concerning a service provider's work CSS Login identification may be used to verify user and/or service provider identity. A 'sent ticket' table is allowed for giving entry to service providers and/or customers, marked as closed by anonymous service providers.

[0090] It is within provision of the invention to give a place to record notes on the site.

[0091] There will be criteria for selecting a list of service providers for the service call associated with the system. For example the system may limit the number of service providers will be notified. A certain number of service providers will receive a limited number of service ticket requests, depending on the type of the requested service. These functions may be more complex in the case of determining the number of service providers to be involved.

This should be limited to the number of calls sent to a particular type of service.

[0092] It is within provision of the method to provide a 'Tender option', for example a perhaps a situation where the system operator wants to allow service providers to offer a price for reading a service in return for higher priorities when dispatching service tickets.

[0093] It is within provision of the invention to record the last call(s) received (in case there are many potential service providers for a given call) - to provide equal opportunities to all potential service providers.

[0094] It is within provision of the invention to allow for promotion for example giving a "platinum page" to preferred service providers. This will be a paid service and/or enabled for service providers achieving a given level of customer satisfaction as measured by the feedback mechanisms of the site.

[0095] It is within provision of the invention that recommendations be given for professionals, for example in the case that a client wants to recommend a professional for a given service area or service type. [0096] With reference to Fig. 1 an illustration of system operation is herein described. The customers 101 provide customer information 103 to the server 106 including such details as type of service desired, geographic location, contact information, and the like. The server 106 will be provided with service provider information 104 from a number of service providers 102, and then will issue service tickets 107 to the appropriate service providers who can provide the service necessary in the geographic region required. To ensure that the customer indeed wants the service and is contactable, the system then carries out a step of customer contact verification 109. If contact can be made and the customer verifies his request, a service ticket is issued. Once a service ticket has been issued the system enquires of the customer 101 whether service has been provided, this being referred to as service verification 108.

[0097] Once the service has been rendered, the server will require a feedback form 105 to be filled out by the customer, allowing a database of feedback to be built concerning performance of the different service providers 102.

[0098] It is within provision of the invention that a service provider may limit his monthly payments, individual charges, and the like.

[0099] With reference to Fig. 2 a flow chart associated with the system is presented. This figure illustrates the service process of the invention. A new service request 201 initiates an authentication test 202 designed to determine the authenticity of the request. This in turn activates offers 203 to relevant service provider(s), either exclusive 204 or multiple 210 depending on the specification of the customer. In the case of an exclusive offer 204 the system selects a set number of optimum service providers 205 and then sends SMS or email 206, and starts a phone search 207. In the former case the service providers then call a system operator 208 or otherwise contact, the system to indicate their ability and willingness to fill the customer request. In either event, the phone operator or other system provision selects the first service provider to respond 209 and puts them into direct connection with the customer 214. In the case of multiple offers 210 the system will follow similar procedure 211-213 leading to direct customer connection 214 with one or more service providers.

[00100] The relevant service providers for a given service ticket are found by mean of applying various appropriate filters. [00101] The race to get an exclusive connection with the customer is depicted in Fig. 3. A number of service providers who have seen the serve request of Fig. 2 make calls 301, 302, 303 to the automatic operator of the system. The operator 304 selects the first appropriate caller and makes an immediate connection to the customer 305 . This then triggers a proper response test which is the subject of Fig. 4.

[00102] Fig. 4 depicts a flowchart associated with a proper response test of the invention. This starts with an operator call 401 to the customer to verify that the customer has been contacted by the relevant service provider(s). This operator may be a human operatoror may be an automated computerized algorithm carrying out the procedure. In either case if the response from the customer is that no contact has been made 402, then the process of recruiting a service provider is restarted. The system selects a new set of optimum service providers 403, sends customer request details (for example by means of SMS) 404 and executes a phone search after an optional delay 405, after which a direct customer connection is initiated, restarting a call to verify proper response 401. If the customer responds to the effect that the service provider has contacted him/her, then a service verification procedure is invoked, which is the subject of Fig. 5. It should be pointed out that whether contact is made between customer and service provider through the auspices of the server or not, the step of contact verification is performed.

[00103] In Fig. 5 a service verification procedure is described in flowchart form. An operator (human or machine) asks the customer is service was received 501, at which point one of three branches is taken. Either service is scheduled for a future date 502, or if no service was received then the service request is resent 503, or if service was indeed received then a service rating procedure 504 is invoked (see Fig. 6). If the service request is resent 503 then the multiple offer scenario 505 is reactivated using the next set of service providers.

[00104] It is within provision of the invention to facilitate credit management for the service providers. It is within provision of the system to charge the service providers for distribution of service tickets, for example by a fixed rate or percentage. It is further within means of the invention that customers pay for use of the system, either through subscription, per-use payments, per-call payments, percentages, or the like. It is further within provision of the invention to facilitate the transfer of money from the customer to the service provider such that the customer pays a given amount to the system and the system in turn pays the service provider. It is within provision of the invention that a service provider can limit the monthly sums owed to the system (for example by means of limiting the number of service calls.)

[00105] Fig. 6 depicts a billing and credit management process consistent with the invention. Here a service provider creates a prepaid account at the website 701. Flexible payment options 702 are provided allowing automatic top up using an account credit card or bank direct debit 703, manual credit card payment 704, or other payment options 705. If the account is empty 705 then account options 703 are invoked to top up the account 706. Each service request charges the prepaid account 707. In all cases of payment options 703, 704, 705 the account top up 706 is invoked drawing funds from the relevant source.

[00106] Fig. 7 illustrates the main system components. A service provider interface 801 is in communication with the main website 806 of the invention, and allows inter alia for communications with the rest of the network. The main website is in turn in communication with an SMS service 802, billing system 805, technical and operational supervision 807, call center 809, and VOIP operator with voice recognition 808. The SMS service is further in communication with the backoffice control and supervision system 803, which in turn is in direct communication with the main website 806. The backoffice system 803 is in communication with the external service provider's import interface 804 as well as the technical and operational supervision circuit 807. The call center 809 is an optional component which is further in communication with the VOIP operator 808, which in turn is connected to the phone company 810. By means of these modules and the connections between them, the system is able to communication with the external world by means of SMS, email, voice, robot, fax and the like. Supervisors can observe the operation of the system to verify that everything is proceeding apace.

[00107] It is within provision of the invention that service providers may sign up to the system independently to proffer their services.

[00108] It is within provision of the invention that customers can request service by means of email, fax, human phone call, automatic phone call, sms, and other means as known in the art. Likewise, the system itself may make contact with customers and service providers through these means. Finally, the service providers may likewise make contact with the system and/or customers by means of these communications methods as well.

[00109] It is within provision of the invention to allow for a billing system to be implemented associated with system operation allowing customers and/or service providers to be billed according to their actions. This provision may further allow for notifications to be sent to various parties including system operators, service providers, and customers when credit limits have been reached and/or when other payment issue arise.

[00110] It is within provision of the invention that it be available as an online service available to other web services. For example it is within provision of the invention that the system be linked to Google, Facebook, or the like such that references, links, searches, recommendations, etc. be routed through the system of the instant invention to allow users access to the database of service providers and or customers of the invention.

[00111] It is further within provision of the invention that a webcrawler or other information-gathering means be employed to automatically and/or manually glean data from various sources such as the internet, yellow pages, phone directories, newspapers, electronic sources, and the like. This data may comprise names, occupations, contact information, operating zone, and the like concerning a number of service providers providing goods and/or services in a given region. It is within provision of the invention that this information be entered into the databases of the inventive system without requiring the request or intervention of the professionals whose details are entered. Once this information is in the databases of the inventive system, the professionals whose information has been entered may be contacted by the system to fulfill work orders. In this fashion the base of possible professionals and other service providers may be expanded rapidly.

[00112] [00113] Although selected embodiments of the present invention have been shown and described, it is to be understood the present invention is not limited to the described embodiments. Instead, it is to be appreciated that changes may be made to these embodiments without departing from the principles and spirit of the invention, the scope of which is defined by the claims and the equivalents thereof.

Claims

CLAIMS What is claimed is:

1. A dispatching system comprising:

a. a server comprising a database of service provider information;

b. means for receiving service requests for service by said customers; c. means for verifying contact information associated with said customers;

d. means for dispatching service tickets to said service providers, allowing said service providers to contact said customers; e. means for allowing said customers to verify said service providers have made said contact;

f. means for providing feedback ratings on said service; wherein service providers are dispatched to provide service to said customers while verifying that aid service providers indeed make contact with said customers.

2. The system of claim 1 further comprising a database of customer information.

3. The system of claim 1 wherein said means for verifying contact information is selected from the group consisting of: telephone; smartphone; SMS; email; chat; fax.

4. The system of claim 1 wherein said means for receiving requests is selected from the group consisting of: telephone interface; smartphone interface; SMS interface; web interface; voice menu interface.

5. The system of claim 1 wherein said service requests are matched to said database of service provider by means of filters selected from the group consisting of: geographic location; time of service requested; feedback ratings of said service provider; price of said service; and combinations thereof.

6. The system of claim 1 wherein said customer information is selected from the group consisting of: customer name, customer location, customer age, customer address, customer history, service type requested, service time requested, price range requested, customer contact information, customer telephone number, customer fax number, customer email address, customer mailing address.

7. The system of claim 1 wherein said service provider information is selected from the group consisting of: service provider name, service provider location, service provider age, service provider address, service provider history, service provider speciality, service provider sub-speciality, service provider professional ranking, service provider seniority, service types rendered, service time available, price range requested, service provider contact information, service provider telephone number, service provider fax number, service provider email address, service provider mailing address, service provider professional associations, and combinations thereof.

8. The system of claim 1 wherein said means for dispatching service tickets to said service providers is selected from the group consisting of: fax message; email message; SMS message; telephone call; telephone recording; instant messenger message.

9. The system of claim 1 wherein said means for allowing said customers to verify said service providers have made said contact is selected from the group consisting of: fax message; email message; SMS message; telephone call; telephone recording; instant messenger message.

10. The system of claim 1 further comprising means for dispatching further service tickets if said customers report that said service providers have not made said contact.

11. The system of claim 1 further comprising a service provider rating system adapted to rate said service providers in terms of parameters selected from the group consisting of: customer feedback; reliability; speed; success percentage; range.

12. The system of claim 1 wherein said database of service provider information is gleaned from sources selected from the group consisting of: webcrawlers, internet, yellow pages, newspapers, manual data entry, automated data entry, service provider data entry.

13. A dispatching method for service providers comprising steps of:

a. linking a server comprising a database of service provider information to communication means;

b. receiving service requests for service by said customers; c. verifying customer contact information;

d. dispatching service tickets to said service providers, thereby allowing said service providers to contact said customers;

e. verifying said service providers have made said contact with said customers;

f. verifying if service was given;

g. providing feedback ratings on said service; whereby service providers are dispatched to provide service to said customers while verifying that aid service providers indeed make contact with said customers.

14. The method of claim 13 further comprising a database of customer information.

15. The method of claim 13 wherein said means for receiving requests is selected from the group consisting of: telephone interface; smartphone interface; SMS interface; web interface; voice menu interface.

16. The method of claim 13 wherein said service requests are matched to said database of service provider by means of filters selected from the group consisting of: geographic location; time of service requested; feedback ratings of said service provider; price of said service; and combinations thereof.

17. The method of claim 13 wherein said customer information is selected from the group consisting of: customer name, customer location, customer age, customer address, customer history, service type requested, service time requested, price range requested, customer contact information, customer telephone number, customer fax number, customer email address, customer mailing address.

18. The method of claim 13 wherein said service provider information is selected from the group consisting of: service provider name, service provider location, service provider age, service provider address, service provider history, service provider speciality, service provider sub-speciality, service provider professional ranking, service provider seniority, service types rendered, service time available, price range requested, service provider contact information, service provider telephone number, service provider fax number, service provider email address, service provider mailing address, service provider professional associations, and combinations thereof.

19. The method of claim 13 wherein said means for dispatching service tickets to said service providers is selected from the group consisting of: fax message; email message; SMS message; telephone call; telephone recording; instant messenger message.

20. The method of claim 13 wherein said means for allowing said customers to verify said service providers have made said contact is selected from the group consisting of: fax message; email message; SMS message; telephone call; telephone recording; instant messenger message.

21. The method of claim 13 further comprising means for dispatching further service tickets if said customers report that said service providers have not made said contact.

22. The method of claim 13 further comprising a service provider rating system adapted to rate said service providers in terms of parameters selected from the group consisting of: customer feedback; reliability; speed; success percentage; range.

23. The method of claim 13 further wherein said database of service provider information is gleaned from sources selected from the group consisting of: webcrawlers, internet, yellow pages, newspapers, manual data entry, automated data entry, service provider data entry.