WO2002088887A2 - Procedes et appareil destines a fournir une aide aux consommateurs - Google Patents

Procedes et appareil destines a fournir une aide aux consommateurs Download PDF

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Publication number
WO2002088887A2
WO2002088887A2 PCT/US2002/013428 US0213428W WO02088887A2 WO 2002088887 A2 WO2002088887 A2 WO 2002088887A2 US 0213428 W US0213428 W US 0213428W WO 02088887 A2 WO02088887 A2 WO 02088887A2
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WO
WIPO (PCT)
Prior art keywords
consumer
advice
request
assistance
providing
Prior art date
Application number
PCT/US2002/013428
Other languages
English (en)
Other versions
WO2002088887A3 (fr
Inventor
Mary Jane Crain
Original Assignee
United States Postal Service
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by United States Postal Service filed Critical United States Postal Service
Priority to AU2002303527A priority Critical patent/AU2002303527A1/en
Priority to US10/476,266 priority patent/US20040128154A1/en
Publication of WO2002088887A2 publication Critical patent/WO2002088887A2/fr
Publication of WO2002088887A3 publication Critical patent/WO2002088887A3/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Definitions

  • the present invention relates to the field of providing consumer assistance. More particularly, the present invention, in various specific embodiments, involves methods and systems for providing consumer assistance by providing a communications hub for consumers.
  • USPS United States Postal Service
  • the United States Postal Service is an independent government agency that provides mail delivery and other services to the public.
  • the USPS is widely recognized as a safe and reliable means for sending and receiving mail and other items.
  • the physical mail stream will increasingly be utilized for sending and receiving packages.
  • a consumer of item delivery services may need assistance, for example, consumers of item delivery services may desire specific information regarding interfacing with the item delivery system.
  • One solution to consumer assistance problem is for the item delivery system operator to provide a call center for consumer assistance.
  • a consumer of item delivery service simply calls a telephone number, waits for a service representative to answer, and poses a request for assistance to the service representative.
  • a method for providing consumer assistance comprises receiving an assistance request from a consumer, the assistance request comprising at least one of a request for advice from an expert, a request for advice from another consumer, and a request for advice on an available service, providing advice from an expert if the assistance request comprises the request for advice from an expert, providing advice from another consumer if the assistance request comprises the request for advice from another consumer, and providing advice on an available service if the assistance request comprises the request for advice on an available service.
  • a system for providing consumer assistance comprises a component for receiving an assistance request from a consumer, the assistance request comprising at least one of a request for advice from an expert, a request for advice from another consumer, and a request for advice on an available service, a component for providing advice from an expert if the assistance request comprises the request for advice from an expert, a component for providing advice from another consumer if the assistance request comprises the request for advice from another consumer, and a component for providing advice on an available service if the assistance request comprises the request for advice on an available service.
  • a computer-readable medium on which is stored a set of instructions for providing consumer assistance which when executed perform stages comprising receiving an assistance request from a consumer, the assistance request comprising at least one of a request for advice from an expert, a request for advice from another consumer, and a request for advice on an available service, providing advice from an expert if the assistance request comprises the request for advice from an expert, providing advice from another consumer if the assistance request comprises the request for advice from another consumer, and providing advice on an available service if the assistance request comprises the request for advice on an available service.
  • FIG. 1 is a functional block diagram of a system for providing item delivery service consistent with an embodiment of the present invention
  • FIG. 2 is a functional block diagram of an exemplary system for providing consumer assistance consistent with an embodiment of the present invention
  • FIG. 3 is a functional block diagram of an exemplary consumer assistance system consistent with an embodiment of the present invention.
  • FIG. 4 is an illustration of types of service that may be provided by an exemplary consumer assistance system consistent with an embodiment of the present invention
  • FIG. 5 is a flow chart of an exemplary method for providing consumer assistance consistent with an embodiment of the present invention.
  • FIG. 6 is a flow chart of an exemplary subroutine used in the exemplary method of FIG. 5 for providing advice consistent with an embodiment of the present invention.
  • a system for providing consumer assistance comprises a component for receiving an assistance request from a consumer, the assistance request comprising at least one of a request for advice from an expert, a request for advice from another consumer, and a request for advice on an available service, a component for providing advice from an expert if the assistance request comprises the request for advice from an expert, a component for providing advice from another consumer if the assistance request comprises the request for advice from another consumer, and a component for providing advice on an available service if the assistance request comp ⁇ ses the request for advice on an available service.
  • the component for receiving, the component for providing advice from an expert, the component for providing advice from another consumer, and the component for providing advice on an available service may comprise a consumer computer 175, or a consumer assistance system 185, both of which are shown in FIG. 1 and described below.
  • a consumer computer 175, or a consumer assistance system 185 both of which are shown in FIG. 1 and described below.
  • FIG. 1 and discussed below may comprise the component for receiving, the component for providing advice from an expert, the component for providing advice from another consumer, and the component for providing advice on an available service.
  • consumer assistance system 185 may be operated by an item delivery system operator. However, those of ordinary skill in the art will appreciate that other entities or enterprises may operate consumer assistance system 185.
  • an embodiment consistent with the present invention provides item delivery system 100.
  • a consumer 105 may place an item 110 into a delivery system 130.
  • Item 110 may contain a label 115 indicating a first address 150 of a recipient 155 and a return address 107 indicating where to return item 110 if necessary.
  • Item 110 may also contain a tracking indicia relating consumer 105 and recipient 155. Tracking indicia 120 may be placed on item 110 by consumer 105 or the delivery system operator.
  • Item 110 may be routed through delivery system 130, which may comprise a consumer plant 125, a delivery path 135, a first address plant 140, an alternative address plant 145, and an alternative processing point 165.
  • Delivery path 135 may comprise a plurality of plants similar to consumer plant 125, first address plant 140, and alternative address plant 145.
  • the plants within delivery path 135 may contain, among other things, automated systems and sorting equipment and are designed to receive and process a plurality of items.
  • Delivery system 130 may be configured to sense tracking indicia 120 placed on item 110 as it passes through the elements of delivery system 130 directing the movement of item 110 through delivery system 130. In addition to facilitating the tracking of item 110 through delivery system 130, tracking indicia 120 identifies the sales transaction and relates recipient 155 and consumer 105.
  • Tracking indicia 120 may comprise a bar code or a PLANET code.
  • a bar code is a printed code used for recognition by a bar code scanner (reader).
  • Traditional one-dimensional bar codes use the bar's width to encode a product or account number.
  • Two-dimensional bar codes such as PDF417, MAXICODE and DATAMATRIX, are scanned horizontally and vertically and hold considerably more data.
  • PDF417 is widely used for general purposes
  • MAXICODE is used for high-speed sorting
  • DATAMATRIX is used for marking small parts.
  • PLANET code is the opposite of the current POSTNET codes, reversing long bars for short and short bars for long. This innovation offers the convenience of a bar code that is easily applied using current bar-coding methods, and is readily scanned by the high-speed automation equipment already located in the plurality of plants comprising delivery system 130.
  • Item 110 may be sent through delivery system 130 by consumer 105 to first address plant 140. At anytime in the delivery process a determination may be made as to whether item 110 is undeliverable. If it is determined that item 110 is undeliverable, item 110 may be forwarded to alternative processing point 165 where an ancillary service may be performed. Examples of such ancillary services are recycle service (treating item 110 as waste), NIXIE service, and Computerized Forwarding Service (CFS).
  • recycle service treating item 110 as waste
  • NIXIE service a computerized Forwarding Service
  • CFS Computerized Forwarding Service
  • NIXIE is a classification given to an item that cannot be sorted or is undeliverable-as-addressed because of an incorrect, illegible, or insufficient delivery address. If item 110 is undeliverable-as-addressed, address correction service (re-label with a correct address) or return service (return item to the sender) may be performed. In this case, a NIXIE operator specialized in the handling of such items is required. If item 110 requires return service, return address 107 on item 110 is read and item 110 is sent to return address 107 accordingly. Return address 107 is an element of item 110 that is usually placed in the upper left corner of item 110 to indicate the address of consumer 105.
  • This address indicates where consumer 105 wants item 110 returned if it is undeliverable.
  • return address 107 may indicate where consumer 105 will receive a bill for any fees due for the return of item 110.
  • a NIXIE operator obtains the proper address of recipient 155 or the reason for non-delivery. While NIXIE processing may comprise address correction service or return service, those skilled in the art will appreciate that may other types of NIXIE processing may be performed.
  • Computerized forwarding service is a centralized, computerized address label-generating operation that forwards undeliverable-as-addressed items to recipients.
  • recipient 155 may pre-register an alternative address 160 of recipient 155 with the delivery system operator in order to have all items forwarded to alternative address 160. For example, if recipient 155 moves and wishes to have items sent to alternative address 160, recipient 155 notifies the delivery system operator of alternative address 160. Once the delivery system operator is notified of alternative address 160, all items sent to first address 150 are detected by delivery system 130, relabeled, and then forwarded to alternative address 160. In the aforementioned computerized forwarding service, items are forwarded only for a specific period of time.
  • the delivery system operator expects recipient 155 to contact each and every consumer who recipient 155 may expect to receive an item and notify the possible consumers of the address change of recipient 155. After the computerized forwarding service time period is complete, the delivery system operator will cease forwarding items to recipient 155 and will return to the consumer 105 all items sent to first address 150.
  • item 110 may remain at alternative processing point 165 or may be processed at an item recovery section of alternative processing point 165.
  • Item 110 may be recovered by consumer 105 or recipient 155 upon the completion of a tracer.
  • a tracer is a form completed by consumer 105 or recipient 155 to locate delayed or undelivered items. While item recovery may occur at alternative processing point 165, those skilled in the art will appreciate that may other types of processing may be performed at alternative processing point 165.
  • consumer assistance system 185 While consumer assistance system 185 is shown to be separate from delivery system 130, the functionality of consumer assistance system 185 may be performed under the control of the delivery system operator at alternative processing point 165, at any point within delivery system 130, or at any point outside delivery system 130. Moreover, the functionality of consumer assistance system 185 may be performed by an enterprise not under the control of the delivery system operator.
  • Consumer computer 175 may comprise a personal computer or other similar microcomputer-based workstation. Those skilled in the art, however, will appreciate that consumer computer 175 may comprise any type of computer operating environment such as hand-held devices, multiprocessor systems, microprocessor-based or programmable consumer electronics, minicomputers, mainframe computers, and the like. Consumer computer 175 may also be practiced in distributed computing environments where tasks are performed by remote processing devices.
  • consumer computer 175 may comprise a mobile terminal such as a smart phone, a cellular telephone, a cellular telephone utilizing wireless application protocol (WAP), personal digital assistant (PDA), intelligent pager, portable computer, a hand held computer, a conventional telephone, or a facsimile machine.
  • WAP wireless application protocol
  • PDA personal digital assistant
  • consumer computer 175 may comprise other systems or devices.
  • a PDA is a handheld computer that serves as an organizer for personal information. It generally includes at least a name and address database, a to-do list, and a note taker. PDAs are typically pen-based and use a stylus ("pen") to tap selections on menus and to enter printed characters. The unit may also include a small on-screen keyboard which is tapped with the pen. Data may be synchronized between the PDA and a desktop computer through a cable or wireless transmissions.
  • WAP is a standard for providing cellular phones, pagers and other handheld devices with secure access to e-mail and text-based Web pages. It provides a complete environment for wireless applications that includes a wireless counterpart of TCP/IP and a framework for telephony integration such as call control and phone book access.
  • Wireless Markup Language WML
  • WAP uses WMLScript, a compact language that runs in limited memory, and supports handheld input methods such as keypads and voice recognition.
  • WAP is independent of the air interface and runs over all the major wireless networks. Moreover, it is also device independent, requiring only a minimum functionality in the unit so that it can be used with many different phones and handheld devices.
  • Consumer computer 175 may be located in a home, office, store, an item delivery counter within a store, a retail center kiosk, an item delivery system office, or any location wherein it may be operated. Moreover, consumer computer 175 may be operated by consumer 105 that may comprise a subject receiving advice, a technician, an advice advisor, a sales consultant, a sales person, or any other person. Those skilled in the art will appreciate that consumer computer 175 may be located at a variety of places and operated by a variety of people.
  • Communication system 170 may comprise, for example, a local area network (LAN) or a wide area network (WAN). Such networking environments are commonplace in offices, enterprise-wide computer networks, intranets, and the Internet, and are known by those skilled in the art.
  • LAN local area network
  • WAN wide area network
  • consumer computer 175 and elements of consumer assistance system 185 may be connected to communication system 170 through a network interface located at each of the respective consumer computer 175 and elements of consumer assistance system 185.
  • consumer computer 175 and elements of consumer assistance system 185 typically include an internal or external modem (not shown) or other means for establishing communications over the WAN, such as the Internet.
  • a wireless communications system or a combination of wire line and wireless may be utilized as communication system 170 in order to, for example, exchange web pages via the internet, exchange e-mails via the Internet, or for utilizing other communications channels.
  • Wireless can be defined as radio transmission via the airwaves, however, those skilled in the art will appreciate that various other communication techniques can be used to provide wireless transmission including infrared line of sight, cellular, microwave, satellite, packet radio and spread spectrum radio.
  • Consumer computer 175 and elements of consumer assistance system 185 in the wireless environment can be any mobile terminal such as a cellular phone, personal digital assistant (PDA), intelligent pager, portable computer, hand held computer, or any device capable of receiving wireless data.
  • Wireless data may include, but is not limited to, paging, text messaging, e-mail, Internet access and other specialized data applications specifically excluding or including voice transmission.
  • data sent over communication system 170 may be encrypted to insure data security.
  • the data may be converted into a secret code for transmission over a public network.
  • the original file, or "plaintext” may be converted into a coded equivalent called “ciphertext” via an encryption algorithm executed, for example, on consumer computer 175 or on elements of consumer assistance system 185.
  • the ciphertext is decoded (decrypted) at a receiving end and turned back into plaintext.
  • the encryption algorithm may use a key, which is a binary number that is typically from 40 to 128 bits in length. The greater the number of bits in the key (cipher strength), the more possible key combinations and the longer it would take to break the code.
  • the data is encrypted, or "locked,” by combining the bits in the key mathematically with the data bits. At the receiving end, the key is used to "unlock" the code and restore the original data.
  • the traditional method uses a secret key, such as the Data Encryption Standard (DES).
  • DES Data Encryption Standard
  • both sender and receiver use the same key to encrypt and decrypt. This is the fastest method, but transmitting the secret key to the recipient in the first place is not secure.
  • the second method is public-key cryptography, such as the Rivest-Shamir- Adleman (RSA) highly-secure cryptography method by RSA Data Security, Inc., Redwood City, CA, (www.rsa.com).
  • RSA uses a two-part concept with both a private and a public key. The private key is kept by the owner; the public key is published.
  • Each recipient has a private key that is kept secret and a public key that is published for everyone.
  • the sender looks up the recipient's public key and uses it to encrypt the message.
  • the recipient uses the private key to decrypt the message. Owners never have a need to transmit their private keys to anyone in order to have their messages decrypted, thus the private keys are not in transit and are not vulnerable.
  • PGP Pretty Good Privacy
  • PGP Pretty Good Privacy
  • a version for personal, non-business use is available on various Internet hosts. While PGP may be used to encrypt data transmitted over communication system 170, those skilled in the art will appreciate that many other types of encryption algorithms, methods and schemes may be employed.
  • data may be transmitted by methods and processes other than, or in combination with communication system 170. These methods and processes may include, but are not limited to, transferring data via, diskette, CD ROM, facsimile, conventional mail, an interactive voice response system (IVR), or via voice over a publicly switched telephone network.
  • IVR interactive voice response system
  • An IVR is an automated telephone answering system that responds with a voice menu and allows the user to make choices and enter information via the telephone keypad. IVR systems are widely used in call centers as well as a replacement for human switchboard operators. An IVR system may also integrate database access and fax response.
  • exemplary consumer assistance system 185 may comprise a first server front end 335 with its associated first server front end database 340, a first server back end 350 with its associated first server back end database 355, and a simple mail transfer protocol (SMTP) server 370.
  • SMTP simple mail transfer protocol
  • first server front end 335 is separated from first server back end 350 by a first server firewall 345.
  • One function of first server front end 335 is to provide an interface via communication system 170 between consumer computer 175 and consumer assistance system 185.
  • the function of the SMTP server 370 is to provide, for example, an e-mail interface via communication system 170 between consumer computer 175 and consumer assistance system 185.
  • Simple mail transfer protocol is a standard e-mail protocol on the Internet. It is a TCP/IP protocol that defines the message format and the message transfer agent (MTA), which stores and forwards the mail.
  • MTA message transfer agent
  • SMTP was originally designed for only ASCII text, but MIME and other encoding methods enable program and multimedia files to be attached to e-mail messages.
  • SMTP servers route SMTP messages throughout the Internet to a mail server, such as a Post Office Protocol 3 (POP3) or an Internet Messaging Access Protocol (IMAP) server, which provides a message store for incoming mail.
  • POP3 Post Office Protocol 3
  • IMAP Internet Messaging Access Protocol
  • Post Office Protocol 3 (POP3) servers using the SMTP messaging protocol, are standard mail servers commonly used on the Internet. POP3 servers provide a message store that holds incoming e-mail until users log on and download them. With POP3, all pending messages and attachments are downloaded at the same time.
  • Internet Messaging Access Protocol (IMAP) is also a standard mail server that is widely used on the Internet. It provides a message store that holds incoming e-mail until users log on and download them. IMAP, however, is more sophisticated than the POP3 mail server. In IMAP, messages can be archived in folders, mailboxes can be shared, and a user can access multiple mail servers. There is also better integration with MIME, which is used to attach files. For example, users can read only the headers in the message without having to automatically accept and wait for unwanted attached files to download.
  • MIME which is used to attach files. For example, users can read only the headers in the message without having to automatically accept and wait for unwanted attached files to download.
  • First server front end 335 and first server back end 350 may comprise a personal computer or other similar microcomputer-based workstations. Those skilled in the art, however, will appreciate that first server front end 335 and first server back end 350 may comprise any type of computer operating environment such as hand-held devices, multiprocessor systems, microprocessor-based or programmable consumer electronics, minicomputers, mainframe computers, and the like. First server front end 335 and first Server back end 350 may also be practiced in distributed computing environments where tasks are performed by remote processing devices. Specifically, embodiments of first server front end 335 may utilize a COMPAQ PROLIANT 1600 server running WINDOWS 2000 and DOMINO Webserver.
  • first server back end 350 may be implemented on a COMPAQ PROLIANT 1600 server running NT4 and DOMINO Application Server.
  • SMTP server 370 may be implemented on a COMPAQ DL 360 running WINDOWS 2000 and DOMINO SMTP Mail Server.
  • Other servers such as an auxiliary server 180 shown in FIG. 2, may be included in system 100.
  • Other servers used in system 100 may be constructed in an architecture similar to consumer assistance system 185 or may be constructed using other suitable architectures as are known by those skilled in the art.
  • many types of services may be provided to consumer computer 175.
  • These service may comprise, but are not limited to, for example, billing services 405 for charging a fee to consumer 105 for assistance, expert opinions 410 that may comprise advice from experts, market place services 415 that may comprise advice on other services available, system operator advice 420 that may comprise advice specific to the operator of system 130, and peer advice 425 that may comprise advice from other consumers or customers of item delivery system 130.
  • billing services 405 for charging a fee to consumer 105 for assistance
  • expert opinions 410 may comprise advice from experts
  • market place services 415 that may comprise advice on other services available
  • system operator advice 420 that may comprise advice specific to the operator of system 130
  • peer advice 425 may comprise advice from other consumers or customers of item delivery system 130.
  • Fig. 5 is a flow chart setting forth the general stages involved in exemplary method 500 for providing consumer assistance. The implementation of the stages of exemplary method 500 in accordance with an exemplary embodiment of the present invention will be described in greater detail in FIG. 6.
  • Exemplary method 500 begins at starting block 505 and proceeds to stage 510 where an assistance request is received from consumer 105.
  • consumer 105 may utilize consumer computer 175 to communicate the assistance request to consumer assistance system 185 over communication system 170.
  • the assistance request may be limited to assistance regarding interfacing with item delivery system 130, for example, information on bulk mailing if item delivery system 130 comprises the United States Postal Service.
  • item delivery system 130 comprises the United States Postal Service
  • item 110 delivered in item delivery system 130 may comprise a mailpiece, a United States Postal Service Priority Mail package, or a United States Postal Service Express Mail Package.
  • item delivery system may be used and other types of items may be delivered.
  • exemplary method 500 continues to exemplary subroutine 520 where advice is provided.
  • advice may be provided utilizing regular mail, e-mail, facsimile, internet, or an interactive voice response.
  • providing consumer assistance may include utilizing a video, providing the video over the Internet, for example.
  • the operator of consumer assistance system 185 may require consumer 105 to view a video before allowing consumer 105 to speak to a consumer services representative regarding a matter.
  • video may be provided in way other than using the Internet.
  • the stages of exemplary subroutine 520 are shown in FIG. 6 and will be described in greater detail below.
  • exemplary method 500 advances to stage 530 where a fee to provide consumer assistance is charged.
  • charging the fee may comprise billing consumer 105, debiting consumer's 105 checking account, debiting consumer's 105 credit card account, debiting consumer's 105 debit card account, or receiving cash from consumer 105.
  • the billing may be performed over communication system 170.
  • exemplary method 500 ends at stage 540.
  • FIG. 6 describes exemplary subroutine 520 from FIG. 5 for providing advice.
  • Exemplary subroutine 520 begins at starting block 605 and advances to decision block 610 where it is determined if the assistance request comprises the request for advice from an expert. For example, consumer 105 may communicate the assistance request over communication system 170.
  • exemplary subroutine 520 advances to stage 615 where advice from an expert is provided.
  • the expert advice may comprise information on discounts for presorting bulk mail, thus providing advice on how to send items through item delivery system 130 at a reduced cost.
  • exemplary subroutine 520 continues to decision block 620 where it is determined if assistance request comprises the request for advice from another consumer.
  • assistance request may comprise advice on software purchases or other items.
  • exemplary subroutine 520 advances to stage 625 where advice from another consumer is provided.
  • providing advice from another consumer may comprise utilizing an electronic bulletin board or an Internet chat room provided through communication system 170.
  • exemplary subroutine 520 continues to decision block 630 where it is determined if the assistance request comprises the request for advice on an available service.
  • a service may comprise preparing and packaging an object for delivery through delivery system 130.
  • exemplary subroutine 520 advances to stage 635 where the supplier of the available service is certified.
  • the delivery system operator may research the quality and overall value a particular supplier of preparing and packaging services possesses. If such quality and overall value reach a certain threshold, then the delivery system operator may certify the supplier for quality and value.
  • exemplary subroutine 520 continues to stage 640 where advice on an available service is provided.
  • this advice may be provided using communication system 170.
  • exemplary subroutine 520 continues to stage 645 where a fee from the supplier of item delivery services is received.
  • the supplier of item delivery services may be charged a fee for consumer 105 being provided with information regarding the particular supplier of item delivery services.
  • exemplary subroutine 520 continues to stage 650 and returns to stage 530 of FIG. 5.
  • a system in accordance with an embodiment of the invention can be constructed in whole or in part from special purpose hardware or a general purpose computer system, or any combination thereof. Any portion of such a system may be controlled by a suitable program. Any program may in whole or in part comprise part of or be stored on the system in a conventional manner, or it may in whole or in part be provided in to the system over a network or other mechanism for transferring information in a conventional manner.
  • the system may be operated and/or otherwise controlled by means of information provided by an operator using operator input elements (not shown) which may be connected directly to the system or which may transfer the information to the system over a network or other mechanism for transferring information in a conventional manner.

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Abstract

La fourniture d'une aide aux consommateurs consiste à recevoir une demande d'aide d'un consommateur, cette demande contenant au moins une demande de conseil à un expert, une demande de conseil à un autre consommateur, et une demande de conseil sur un service disponible. Puis, la fourniture d'une aide aux consommateurs consiste à fournir un conseil d'expert si la demande d'aide contient la demande de conseil d'un expert, à fournir le conseil d'un autre consommateur si la demande d'aide contient la demande de conseil d'un autre consommateur, ou de fournir un conseil sur un service disponible si la demande d'aide contient la demande de conseil sur un service disponible.
PCT/US2002/013428 2001-04-30 2002-04-30 Procedes et appareil destines a fournir une aide aux consommateurs WO2002088887A2 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU2002303527A AU2002303527A1 (en) 2001-04-30 2002-04-30 Methods and apparatus for providing consumer assistance
US10/476,266 US20040128154A1 (en) 2002-04-30 2002-04-30 Methods and apparatus for providing consumer assistance

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US28698901P 2001-04-30 2001-04-30
US60/286,989 2001-04-30

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Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6314178B1 (en) * 1997-04-11 2001-11-06 Walker Digital, Llc Method and apparatus for enabling interaction between callers with calls positioned in a queue
WO2002025627A1 (fr) * 2000-09-21 2002-03-28 Peoplesupport, Inc. Procédé et dispositif d'assistance clientèle
US20020111950A1 (en) * 1997-05-15 2002-08-15 Lee Kang-Dong Customer support system using internet

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6314178B1 (en) * 1997-04-11 2001-11-06 Walker Digital, Llc Method and apparatus for enabling interaction between callers with calls positioned in a queue
US20020111950A1 (en) * 1997-05-15 2002-08-15 Lee Kang-Dong Customer support system using internet
WO2002025627A1 (fr) * 2000-09-21 2002-03-28 Peoplesupport, Inc. Procédé et dispositif d'assistance clientèle

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WO2002088887A3 (fr) 2003-12-11

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