WO2004042609A2 - Unite de constitution de listes et systeme de contacts - Google Patents

Unite de constitution de listes et systeme de contacts Download PDF

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Publication number
WO2004042609A2
WO2004042609A2 PCT/GB2003/004811 GB0304811W WO2004042609A2 WO 2004042609 A2 WO2004042609 A2 WO 2004042609A2 GB 0304811 W GB0304811 W GB 0304811W WO 2004042609 A2 WO2004042609 A2 WO 2004042609A2
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WO
WIPO (PCT)
Prior art keywords
providers
list
requestor
provider
request
Prior art date
Application number
PCT/GB2003/004811
Other languages
English (en)
Other versions
WO2004042609A3 (fr
Inventor
Stephen John Isaac
Jeremy Dennis Chatfield
Original Assignee
Sitra Ltd
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
Priority claimed from PCT/GB2002/004987 external-priority patent/WO2003040971A1/fr
Priority claimed from GB0301256A external-priority patent/GB0301256D0/en
Priority claimed from GB0301268A external-priority patent/GB0301268D0/en
Application filed by Sitra Ltd filed Critical Sitra Ltd
Priority to AU2003285492A priority Critical patent/AU2003285492A1/en
Publication of WO2004042609A2 publication Critical patent/WO2004042609A2/fr
Publication of WO2004042609A3 publication Critical patent/WO2004042609A3/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/29—Geographical information databases
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/28—Databases characterised by their database models, e.g. relational or object models
    • G06F16/284—Relational databases
    • G06F16/285—Clustering or classification
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42348—Location-based services which utilize the location information of a target
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements

Definitions

  • the present invention relates to a list building unit for building a list of providers, and a contact system for contacting ones of the providers in the list of providers, the providers providing goods or services.
  • the present invention provides a list building unit for building a list of providers, each having an assigned geographic location, in response to a request by a user as a requestor, the list building unit comprising: a list building module for building a list of providers located in an elongate geographic zone extending from a geographic location.
  • the geographic location is provided by the requestor and derived from the calling line identity of a communicator by which the requestor makes a request.
  • the geographic location is provided by the requestor and is a geographic location other than the current geographic location of the requestor.
  • the list building module is configured to build a list of providers in accordance with a predetermined listing mechanism attributed to the classification for the request.
  • the list building module is configured repeatedly to build a list of providers located in another, new elongate geographic zone extending from the geographic location provided by the requestor until a list of providers in accordance with the predetermined listing mechanism attributed to the classification for the request can be built.
  • the new elongate geographic zone is randomly selected.
  • each successive geographic zone is angularly spaced by a predetermined angle from the previous geographic zone
  • the elongate geographic zone comprises a segment of a circle.
  • the present invention provides a contact system comprising: the above-described list building unit; and a contact unit for contacting at least ones of the providers in the list of providers.
  • the present invention provides a list building unit for building a list of providers, each having an assigned geographic location, in response to a request by a user as a requestor, the list building unit comprising : a list building module for building a list of providers which represent a set of providers, as a cluster, which satisfy cluster characteristics for a classification to which the request is addressed.
  • the cluster characteristics define a closest cluster of providers comprising at least a predetermined number of providers within a geographic zone based on a geographic location provided by a requestor.
  • the cluster characteristics define a cluster of providers of greatest density within a geographic zone based on a geographic location provided by a requestor.
  • the geographic zone is of a predetermined size, typically direct (point-to-point) distance, travelling distance or travelling time.
  • the geographic location provided by the requestor is derived from the calling line identity of a communicator by which the requestor makes a request.
  • the geographic location provided by the requestor is a geographic location other than the current geographic location of the requestor.
  • the present invention provides a contact system comprising: the above-described list building unit; and a contact unit for contacting at least ones of the providers in the list of providers.
  • the present invention finds application in many fields, but particularly in classification structures where a user, as a requestor, wants to make a request of a community of interest, that is, a plurality of providers who are commonly classified.
  • Such trade classifications are currently embodied in local trade directories, such as the Yellow Pages ® or Thomson Directory ® in the UK, and, when seeking goods or services, a person would use a local trade directory to locate a provider for the goods or services.
  • a person In using such a directory, a person would first determine the classification most likely to supply the goods or services, review the corresponding section in the directory, select one or more providers, and then telephone those providers. When telephoning the providers, the same request, for example, "Can you provide goods/service X, for cost Y and before date Z?", would have to be made repeatedly to each provider. Often, especially if the request is specific, for example, "Do you have car part X in stock?", the person would have to telephone many of the selected providers before finding a provider that can satisfy the request. This is particularly the case where more than one provider has to be identified, for example, such as to allow for a comparison of costs, delivery times, etc.
  • One such other classification structure is broadcast classifications, where a request is broadcast to a plurality of providers, which enables replies to be obtained from all of the providers, and provides for the logging of one or both of positive and negative replies from providers, and also those providers who do not reply. It is envisaged that such classifications could find application in obtaining information in response to a query, for example, in building marketing lists or polling.
  • Another such other classification structure is community classifications, where persons having a common interest are commonly classified such as to allow a request to be made by a requestor, who may be a provider in the community classification, of ones or all of the other persons in the community classification, as providers.
  • a community classification is a local help group whose members offer assistance on an ad hoc basis, where requests for assistance can be made of the members.
  • a further such other classification structure is tasking classifications, where a request is made to a plurality of providers requiring performance of a task. It is envisaged that such classifications will find particular application in the corporate environment, where requests can be made of particular departments, for example, the purchasing or marketing departments.
  • a yet further such other classification structure is promotion classifications, where a particular promotion is run, typically for a short period of time, and supported by a plurality of providers.
  • a promotion classification is holiday breaks, for example, fixed-price weekend breaks, where providers wishing to join the promotion opt into the classification.
  • the providers would have the ability to opt into and out of the classification subject to the availability of the goods or services provided by the respective providers.
  • the present invention is to be utilized in an automated matching system, to be known as the Responsa TM matching system, which provides for the matching of requests, in particular voice requests, and especially free-format requests, to providers.
  • Responsa TM matching system which provides for the matching of requests, in particular voice requests, and especially free-format requests, to providers.
  • this matching is achieved based on a location associated with the requestor, typically the location of the communicator of the requestor, the assigned locations of the providers in the classification selected, and the classification selected. In other embodiments the current time and characteristics of one or both of the requestor and the providers can be utilized in the selection of providers.
  • a request as received is relayed, re-played for voice requests, to selected providers, and, if any provider cannot satisfy the request, the provider simply has to decline the request, typically through one a "Decline” reply, a keystroke corresponding to a "Decline” reply, or simply hanging up the communicator.
  • all communication by the requestors and the providers is a one-way communication.
  • there is no direct conversation required between the requestor and a provider both parties avoiding the time consuming task of having to establish a polite discussion when the provider cannot satisfy the request.
  • a direct conversation ensues only between the requestor and a provider who can satisfy the request.
  • Figure 1 diagrammatically illustrates a matching system for matching requests of users, as requestors, to providers in servicing requests in accordance with a preferred embodiment of the present invention
  • Figure 2 illustrates a representation of Listing Mechanism A (Closest) as utilized by the provider selection module of the matching system of Figure 1;
  • Figure 3 illustrates a representation of Listing Mechanism B (Closest Cluster) as utilized by the provider selection module of the matching system of Figure 1;
  • Figure 4 illustrates a representation of Listing Mechanism C (Greatest Cluster Density) as utilized by the provider selection module of the matching system of Figure 1;
  • Figure 5 illustrates a representation of Listing Mechanism D (Segment) as utilized by the provider selection module of the matching system of Figure 1;
  • Figure 6 illustrates a representation of Listing Mechanism E (All) as utilized by the provider selection module of the matching system of Figure 1;
  • Figure 7 illustrates a representation of three candidate provider lists as created by the provider selection module of the matching system of Figure 1;
  • Figure 8 illustrates a representation of three provider contact lists as created by the provider sorting module of the matching system of Figure 1 from the three candidate provider lists of Figure 7
  • Figure 9 illustrates a representation of a merged provider contact list as created by the provider list building unit of the matching system of Figure 1 from the three provider contact lists of Figure 8;
  • Figure 10 illustrates a representation of the re-centering of the search center to the location of a provider providing a positive reply as performed by the provider selection units of the matching system of Figure 1.
  • the matching system comprises at least one telephony management (TM) system 1, in this embodiment first and second TM systems la, lb, for managing inbound telephone calls to and outbound telephone calls from the matching system.
  • TM telephony management
  • the matching system could include a single TM system 1, and in further embodiments could include any number, from tens to hundreds, of TM systems 1.
  • the TM systems la, lb are co-located, but in other embodiments could be remotely located. In one such other embodiment the TM systems la, lb could be located at separate locations in a geographic region.
  • one TM system la could be located at one center, for example, London, to serve the Southern half of the UK, and the other TM system lb could be located at another center, for example, Glasgow, to serve the Northern half of the UK.
  • the TM systems 1 could be located at principal centers, for example, cities and towns, throughout a geographic region.
  • the matching system further comprises a first communications network 3 which provides a communications link to and between the TM systems la, lb.
  • the communications network 3 comprises a local area network (LAN), such as an Ethernet.
  • LAN local area network
  • the communications network 3 could comprise a telephone network, preferably an integrated services digital network (ISDN).
  • ISDN integrated services digital network
  • the TM systems la, lb each comprise an inbound telephony management (ITM) unit 5 for managing inbound telephone calls from requestors on inbound telephone lines 7, preferably ISDN lines.
  • ITM inbound telephony management
  • MSN subscriber numbering
  • the ITM unit 5 comprises an inbound interactive voice response (IIVR) module 11 which is connected to the inbound telephone lines 7 to monitor for inbound telephone calls and supports voice and keytones, an inbound telephony application management (ITAM) module 13 for generating request documents corresponding to the requests, in this embodiment voice requests, in each of the inbound telephone calls and transmitting the same to a provider selection unit 33a, 33b, 33c, as will be described in more detail hereinbelow, a first, classification characteristics (CC) database 15 for storing the classification characteristics for each classification which is connected to the ITAM module 13, and a requestor information (RI) database 17 for storing information relating to requestors which is connected to the ITAM module 13.
  • IIVR interactive voice response
  • ITAM inbound telephony application management
  • the ITM unit 5 includes an intrusion detector between the IIVR module 11 and the ITAM module 13 such as to monitor, typically by the identification of unusual packets, for third party intrusion, and thereby provide for the security of the ITAM module 13.
  • a request document generated by the ITAM module 13 includes at least a classification identifier which, in this embodiment, is the called number, that is, the telephone number called by the requestor, and identifies the classification to which the request is to be matched, a requestor identifier which, in this embodiment, is the calling line identification (CLI) of the telephone of the requestor, that is, the telephone number to which the system or positive-reply providers are to contact in reply to the request, and identifies the requestor, and a request file corresponding to the request to be relayed to providers, in this embodiment a voice file corresponding to the voice request to be re-played to providers.
  • the requestor identifier is a telephone number derived either from the CLI of the telephone of a requestor or information, for example, including an authentication code, provided by the requestor in making the request.
  • a request document generated by the ITAM module 13 could omit the request file for the request where the file is stored in a file store 19 which is accessible to enable the request subsequently to be relayed.
  • a request document generated by the ITAM module 13 includes a location identifier which identifies the location of the search center, where the location of the requestor cannot be determined from the requestor identifier at the provider identification unit 33a, 33b, 33c.
  • the requestor identifier does not allow for the location of the requestor to be determined are as a result of the requestor being ex-directory and the requestor not having otherwise provided an address for the calling number or the calling telephone being a mobile telephone, or where the requestor requires an alternate location for the search center.
  • the location identifier is a telephone number, other than the number of the calling telephone, which is provided by the requestor to represent the location of the search center.
  • the CC database 15 is a structured query language (SQL) database.
  • SQL structured query language
  • the components of the ITM unit 5, namely the IIVR module 11, the ITAM module 13, the CC database 15 and the RI database 17, are co-located.
  • the IIVR module 11 and the ITAM module 13 can be co-located, and one or both of the CC database 15 and the RI database 17 remotely located.
  • the communications network between the ITAM module 13 and the CC database 15 and the RI database 17 is a virtual private network (VPN).
  • VPN virtual private network
  • one or both of the IIVR module 11 and the ITAM module 13 can be remotely located, and the CC database 15 and the RI database 17 co-located.
  • all of the components of the ITM unit 5, namely the IIVR module 11, the ITAM unit 13, the CC database 15 and the RI database 17, can be remotely located.
  • the TM systems la, lb each further comprise a file store 19 for storing classification greetings and prompts for the supported classifications.
  • the file store 19 stores the request files for each of the requests from the requestors. This storage of the request files enables the request files to be retrieved, and thus the request documents need not include the request files, which provides for significantly higher traffic flows for the same system capacity, as the request documents are much smaller in size.
  • the ITM units 5 each receive inbound telephone calls on the respective inbound telephone lines 7 from requestor communicators 20, in this embodiment telephones, with the particular ITM unit 5 which receives the telephone call being dictated by the called number, that is, the telephone number called by a requestor.
  • each classification entry has an associated telephone number which a requestor has to dial to access the matching system for that classification, and in this embodiment is the classification identifier which determines the search criteria, the matching criteria and the termination criteria by which the matching operation is performed, as will be described in more detail hereinbelow.
  • each classification entry can include a summary of one or both of the service or goods in order to enable a requestor to determine that the correct classification is being selected for the particular request.
  • the IIVR module 11 For each inbound call, the IIVR module 11 transmits the called number and the calling number, that is, the calling line identification (CLI) of the communicator 20 of the requestor, the calling communicator, to the ITAM module 13.
  • the requestor communicator 20 can be a fixed telephone, a mobile telephone, a combination fixed/mobile telephone or a PDA.
  • the ITAM module 13 looks up the called number in the CC database 15, and retrieves the classification greeting file identifier for the "Classification" greeting to be played to the requestor.
  • the ITAM module 13 instructs the IIVR module 11 to execute an "Unassigned Classification" script, which plays an "Unassigned Classification” greeting and closes the call connection.
  • the ITAM module 13 instructs the IIVR module 11 to execute a "Number Withheld” script, which plays a "Number Withheld” greeting which instructs the requestor to enable the CLI of the calling telephone or provide an authentication code relating to register as an authenticated requestor.
  • the system is configured to allow a requestor to proceed with a request only when the inbound call has a CLI.
  • CLI-enabled communicators 20 abuse of the system by requestors directing replies to third parties can be prevented.
  • the ITAM module 13 looks up the CLI of the calling communicator 20 in the RI database 17 to confirm requestor information, including confirmation , that location information is available for the CLI, and obtain the default requestor preferences, such as whether the requestor details for the requestor are to be provided to providers or withheld.
  • the ITAM module 13 instructs the IIVR module 11 to execute a "Fixed Requestor" script.
  • the ITAM module 13 determines the location of the calling communicator 20 from network information and instructs the IIVR module 11 to execute the "Mobile Requestor" script.
  • the cell ID for the calling communicator 20 is utilized to determine the location of the requestor, which cell ID is representative of the cell, that is a geographic zone, in which the calling communicator 20 is located, with the ITAM module 13 looking up the cell ID in the RI database 17 to obtain the location of the calling communicator 20.
  • the calling communicator 20 of the requestor can be determined by triangulation, radio positioning or satellite positioning, such as GPS.
  • the ITAM module 13 looks up the search vector for the classification corresponding to the called number in the CC database 15 to determine whether there is a vector for handling location-independent requestors. Where there is a vector for handling location-independent requestors, the ITAM module 13 utilizes that vector.
  • the ITAM module 13 instructs the IIVR module 11 to execute a "Location Required” script which plays a "Location Required” greeting and prompts the requestor for location information, typically the number of a known CLI-enabled telephone, for which location information is held in the CC database 15, to act as the search center.
  • the ITAM module 13 instructs the IIVR module 11 to execute an appropriate "Switchboard Requestor" script.
  • the IIVR module 11 plays a "Classification Title” greeting corresponding to the retrieved classification greeting identifier, and then a "Request Prompt” greeting which prompts for the request from the requestor.
  • the classification greeting would be "Welcome to the Responsa TM classification for Toy Shops”
  • the "Request Prompt” greeting would be "Please leave your request after the tone and hang up when completed”.
  • the IIVR module 11 plays in turn the "Classification Title” greeting corresponding to the retrieved classification greeting identifier, an "Extension Identification” greeting which prompts the requestor to provide an extension number, typically, through the keying in of the number or through a voice reply, and the "Request Prompt” greeting which prompts for the request from the requestor.
  • the "Request Prompt” greeting is played only following a predetermined keystroke on the calling communicator 20, which keystroke confirms the provision of the extension number of the calling communicator 20.
  • the "Classification Title” greeting would be "Welcome to the Responsa TM classification for Toy Shops”
  • the "Extension Identification” greeting would be "Please leave your extension number after the tone, followed by the X key”
  • the "Request Prompt” greeting would be "Please leave your request after the tone and hang up when completed”.
  • the IIVR module 11 provides for the input of keystrokes to set these preferences.
  • the IIVR module 11 is configured to allow for the re- recording of requests, such as where a requestor makes a mistake in recording a request, through the keying of a predetermined keystroke.
  • the IIVR module 11 is configured to enable requests to be reviewed, here re-played, prior to initiating a matching operation.
  • the call connection is closed after the elapse of a predetermined period of time following the "Request Prompt" greeting, or on the requestor hanging up where this event can be identified by the IIVR module 11.
  • the ITAM module 13 stores each request in the file store 19 under an assigned file name.
  • the TM systems la, lb each further comprise an outbound telephony management (OTM) unit 21 for managing outbound calls on outbound lines 23, preferably ISDN lines, to providers on provider communicators 24 and requestors on requestor communicators 20.
  • OTM outbound telephony management
  • the OTM unit 21 comprises an outbound interactive voice response (OIVR) module 25 which is connected to the outbound lines 23 for effecting outbound calls to providers and requestors, and an outbound telephony application management (OTAM) module 27 for scheduling and instructing calls to the OIVR module 25 in accordance with call documents as received from a provider selection unit 33a, 33b, 33c.
  • OIM interactive voice response
  • OAM outbound telephony application management
  • call documents can be scheduled in accordance with a priority flag, with, for example, status reports for requestors having a lower priority than requests for providers.
  • the OIVR module 25 dials the number of the provider communicator 24 as identified in the call document.
  • the OIVR module 25 executes a "Request Playback" script, which first plays a "VRS Welcome" greeting, for example "VRS for hairdressers", followed by a first short tone, and subsequently re-plays the request to the provider followed by a second short tone.
  • the request is relayed, here re-played, without any interrogation, such as by speech recognition, since such is not necessary; the classification being dictated by the called number.
  • the request could be interrogated, where a more refined or elaborate matching system is required.
  • the provider has the following reply options, which each have an associated keystroke:
  • replies of the providers are logged, such as to enable the classification managers to monitor the behaviour of the providers and in part the requestors, which inter alia allows for the targeted provision of guidance to requestors and providers, and even the barring of requestors or providers where behaviour is unacceptable.
  • "Inappropriate” replies are logged against both the providers so replying and the requestors who made the requests, as repeated “Inappropriate” replies may be caused by either the requestors or the providers being confused about the purpose of a classification.
  • "Abusive” replies are logged against both the providers so replying and the requestors who made the requests, and, in this embodiment, in addition to terminating a matching operation, repeated abusive requests, as established by confirmed "Abusive" replies, result in the respective requestors being barred from use of classifications or even the entire matching system.
  • repeated "Abusive" replies by providers typically significantly above the average for a classification, would also be investigated.
  • the OIVR module 25 executes an "Acknowledgement” script, which plays a "Reply Acknowledged” greeting followed by a short tone, and updates the call document to include a positive reply identifier and transmits the updated call document to the originating provider selection unit 33a, 33b, 33c.
  • the "Acknowledgement" script also provides contact details for the requestor followed by a short tone.
  • the provider can record the details of the requestor subsequently to call the requestor.
  • the provider can contact the requestor directly through a predetermined keystroke. Where the requestor is following the process on line, the requestor is able to connect directly to the provider while the provider is still on line.
  • the "Acknowledgement" script also provides the switchboard telephone number and the extension of the requestor so as to allow the provider to navigate the switchboard.
  • the "Acknowledgement" script also plays a "Please stay on line until a tone is heard" greeting.
  • the details of the provider are provided to the requestor and the requestor is thus provided an opportunity to connect directly to the provider who is still on line.
  • the requestor is connected to the provider and thereby establishes a conversation.
  • immediate connection is not established, the requestor can contact the provider later.
  • system is configured such as to allow the "Acknowledgement" script to be re-executed with a predetermined keystroke.
  • a positive reply is either of the reply options "Accept” or "Possibly”.
  • the matching system can be configured to seek only “Accept” replies as positive replies, in which embodiments the "Request Playback” script also plays a "Decline or accept only, please” greeting, with all "Probably” and “Decline” replies being taken as negative replies.
  • the OIVR module 25 assigns one of the following states as a call state identifier to the call document, that is, "Number Unobtainable” where the number held for the provider communicator 24 is unobtainable, "Engaged” where the number held for the provider is engaged, and “Rings Out” where the number held for the provider rings out and there is no reply, updates the call document to include the relevant call state identifier and transmits the updated call document to the originating provider selection unit 33a, 33b, 33c.
  • the TM systems la, lb each further comprise a telephony management (TM) communications network 29 which provides a communications link to the first main communications network 3 and between the ITM unit 5, in this embodiment both the IIVR module 11 and the ITAM module 13 separately, the file store 19, and the OTM unit 21, in this embodiment both the OIVR module 25 and the OTAM module 27 separately.
  • TM telephony management
  • the communication with the ITM unit 5, the file store 19 and the OTM unit 21, and between the IIVR module 11 and the ITAM module 13, is coded, typically either an encrypted communication or an authenticated communication, such as a signed communication.
  • the TM communications network 29 comprises a local area network (LAN), such as an Ethernet.
  • LAN local area network
  • the TM communications network 29 could comprise an established telephone network, preferably an ISDN network.
  • the matching system further comprises at least one provider selection unit 33, in this embodiment three provider selection units 33a, 33b, 33c, for selecting the providers to be contacted in matching a request and scheduling the contact with the providers by the OTM units 21 of the TM systems la, lb.
  • the matching system can include any number of provider selection units 33; this embodiment including three provider selection systems 33a, 33b, 33c simply by way of exemplification.
  • provider selection units 33a, 33b, 33c are co-located, but in other embodiments ones or all of the provider selection units 33a, 33b, 33c could be remotely located.
  • the provider selection units 33a, 33b, 33c are each configured to support all of the addressable classifications, but in other embodiments, particularly where there are many tens or hundreds of the provider selection units 33a, 33b, 33c, the provider selection units 33a, 33b, 33c could be configured to support only one classification or a sub-set of the addressable classifications.
  • the matching system further comprises a second main communications network 34 which provides a communications link to and between the provider selection units 33a, 33b, 33c.
  • the second main communications network 34 comprises a local area network (LAN), such as an Ethernet.
  • LAN local area network
  • the second main communications network 34 could comprise a telephone network, preferably an integrated services digital network (ISDN).
  • ISDN integrated services digital network
  • the matching system further comprises a router 35 for routing request documents and call documents between respective ones of the TM systems la, lb and the provider selection units 33a, 33b, 33c.
  • the provider selection units 33a, 33b, 33c each include a classification information (CI) database 37 which contains information, including provider characteristics, regarding each of the providers in each of the classifications supported by the respective provider selection unit 33a, 33b, 33c, provider list building parameters for each classification, match criteria for each classification and termination criteria for each classification, a second requestor information (RI) database 39 which contains information, including requestor characteristics, regarding each of the requestors, a document scheduler 41 for scheduling documents to and from the respective one of the provider selection units 33a, 33b, 33c, and a provider list building unit 43 which, for each request, builds a sorted provider list of providers from the providers contained in the CI database 37 for the classification to which the request is directed.
  • CI classification information
  • RI requestor information
  • the CI database 37 contains information regarding each of the providers in each classification, each provider being referenced by a provider identifier.
  • the information held for each provider includes the name of the provider, the address of the provider, the contact number for the provider, provider characteristics, and system history information, including the number of requests delivered, the number of positive replies, that is, in this embodiment as one of "Accept” or "Probably” replies, and in other embodiments as an "Accept” reply, the number of negative replies, that is, in this embodiment as a "Decline” reply, and in other embodiments as one of "Decline” or "Probably” replies, the number of "Inappropriate” replies, and the number of "Abusive” replies.
  • the CI database 37 is a spatial-join database, that is, a database which provides for spatial operations.
  • the provider list building unit 43 includes a provider selection module 44 which is configured to create one or more candidate provider lists CPLs in accordance with a predetermined listing mechanism for the classification to which the request is addressed, and, where the listing mechanism utilizes a location-based vector, based on a search center, which is usually the location of the requestor, but can be an alternative location as specified by the requestor, or the location of the first provider having replied positively to a request where a search is re-centered.
  • the creation of a plurality of candidate provider lists CPLs provides for a mix of providers, for example, a mix of local and national providers.
  • provider selection module 44 employs the following listing mechanisms to create the one or more candidate provider lists CPLs:
  • This listing mechanism creates a candidate provider list CPL of candidate providers closest, in terms of a spatially-related parameter, typically direct (point-to-point) distance, travelling distance or travelling time, to the search center.
  • the candidate provider list CPL can be truncated by number, that is, to include a predetermined number of closest providers to the search center.
  • the candidate provider list CPL can be truncated by an upper limit to the spatially-related parameter, that is, to include all of the providers within a spatial zone of predetermined size.
  • Figure 2 represents the identification of a predetermined number of providers P closest to the search center SC.
  • This listing mechanism creates a candidate provider list CPL of candidate providers which represent the closest set of providers, as a closest cluster, which satisfies the cluster characteristics for the classification to which the request is addressed.
  • the cluster characteristics define the closest cluster as the closest set of providers comprising at least a predetermined number of providers within a spatial zone, typically direct (point-to-point) distance, travelling distance or travelling time, of predetermined size.
  • Figure 3 represents the closest cluster C of providers P which satisfies the cluster characteristics for the classification to which a request is addressed relative to the search center SC.
  • This listing mechanism creates a candidate provider list CPL of candidate providers which represent the set of providers, as a cluster but not necessarily the closest cluster, which satisfies the cluster density characteristics for the classification to which the request is addressed.
  • the density characteristics define the cluster as the set of providers comprising the highest number of providers within a first spatial zone, typically direct (point-to-point) distance, travelling distance or travelling time, of a first predetermined size within a second spatial zone of a second predetermined size of greater size than the first spatial zone and centered about the search center.
  • This listing mechanism is effective to locate the largest town or city within the geographic zone, and avoids providers outside of the main concentrations, which are likely to be more widely dispersed. For this reason, it is expected that this listing mechanism will commonly be used as part of a series of searches.
  • Figure 4 represents the cluster C of providers P which satisfies the cluster density characteristics for the classification to which a request is addressed relative to the search center SC.
  • This listing mechanism creates a candidate provider list CPL of candidate providers from within a segment of a circle which has a predetermined segment angle and a radius of either a first predetermined size, typically direct (point-to-point) distance, travelling distance or travelling time, to the search center or a second smaller, distance where the segment of the smaller radius encompasses a predetermined number of candidate providers.
  • the candidate provider list CPL is ordered in terms of a spatially-related parameter, typically direct (point-to-point) distance, travelling distance or travelling time, from the search center, with the closest being listed first in the list.
  • a subsequent segment either in a clockwise or counter-clockwise sense, is utilized.
  • This listing mechanism has been developed for use where there is a variable, but high density of providers in a region of interest, and the requestor is keen to identify providers within a general travel direction extending from the search center.
  • the segment of the circle is randomly selected.
  • Figure 5 represents the identification of a segmented circle comprising a plurality of equal segments SEGs each having a segment angle ⁇ and a geographic radius r from the search center SC.
  • a first segment SEG1 is randomly selected, but this segment SEG1 does not encompass a minimum number n of providers P.
  • a second segment SEG2, which is the subsequent segment in the clockwise sense is selected, but this segment SEG2 again does not encompass the minimum number n of providers P.
  • a third segment SEG3, which is the subsequent segment in the clockwise sense is selected, and this segment SEG3 encompasses the minimum number n of providers P.
  • the providers P in this third segment SEG3 are all within a general travel direction extending from the search center SC, and thus allow for the requestor to visit the identified providers P when travelling in one general travel direction, thereby avoiding excessive travelling.
  • This listing mechanism creates a candidate provider list CPL of all of the candidate providers with a spatial zone, in terms of a spatially-related parameter, typically direct (point-to-point) distance, travelling distance or travelling time, of a predetermined size centered about the search center.
  • Figure 6 represents all of the providers P within a geographic radius r from the search center SC.
  • This listing mechanism creates a candidate provider list CPL of candidate providers which satisfy the threshold characteristics for the classification to which the request is addressed.
  • the threshold characteristics define providers which satisfy a predetermined threshold criteria, for example, above or below at least one predetermined threshold value. Examples of threshold criteria include turnover, number of employees, quality rating, and speed of delivery.
  • Figure 7 represents an embodiment in which the listing mechanism for the classification to which a request is addressed requires three candidate provider lists CPL1, CPL2, CPL3.
  • the provider list building unit 43 further includes a provider sorting module 45 for creating provider contact lists PCLs by sorting the candidate providers in the candidate provider lists CPLs created by the provider selection module 44 in accordance with a predetermined sorting mechanism for the classification to which the request is addressed.
  • the created provider contact lists PCLs can be truncated.
  • provider sorting module 45 can employ the following sorting mechanisms:
  • This sorting mechanism provides for no sorting of a candidate provider list CPL.
  • the provider contact list PCL has the order of the candidate provider list CPL as created by the provider selection module 44.
  • This sorting mechanism creates a provider contact list PCL by randomizing a candidate provider list CPL as created by the provider selection module 44.
  • This sorting mechanism creates a provider contact list PCL by sorting a candidate provider list CPL as created by the provider selection module 44 in accordance with the last contact with the providers so as to ensure that the providers are contacted in turn according to a specified ratio, with the last- contacted provider being at the bottom of the list. In this embodiment a log is maintained as to the previous contact with the providers.
  • This sorting mechanism creates a provider contact list PCL by sorting a candidate provider list CPL as created by the provider selection module 44 in terms of a spatially-related parameter, typically direct (point-to-point) distance, travelling distance or travelling time, to the search center, with the closest being listed first and so on.
  • a spatially-related parameter typically direct (point-to-point) distance, travelling distance or travelling time, to the search center, with the closest being listed first and so on.
  • This sorting mechanism creates a provider contact list PCL by sorting a candidate provider list CPL as created by the provider selection module 44 into ranked order in accordance with a particular ranking parameter, for example, by turnover, number of employees, quality rating, and speed of delivery.
  • This sorting mechanism is particularly suited to searching for providers where the location is unimportant. These providers will tend to be national providers, and the location of these providers is only relevant insofar that the providers encompass the location of the requestor. A typical classification would be insurance services where contact with the providers would be by telephone. It will be appreciated that this sorting mechanism can create lists that never include certain providers and, for that reason, is usually utilized as one of a series of searches.
  • Figure 8 represents an embodiment in which the sorting mechanism for the classification to which a request is addressed requires the first candidate provider list CPL1 to be sorted by sorting mechanism B (Random), the second candidate provider list CPL2 to be sorted by sorting mechanism C (Take-Turns) and the third candidate provider list CPL1 to be sorted by sorting mechanism A (None).
  • the list building unit 43 is configured to merge the plurality of provider contact lists PCLs to create a single, merged provider contact list PCL.
  • the creation of a single merged provider contact list PCL from a plurality of provider contact lists PCLs finds application where a mix of providers, for example, local and national providers, are to be selected.
  • a typical classification to which such a merged provider contact list PCL is appropriate is that of computer suppliers, where a requestor may want a local provider or perhaps a national provider.
  • Figure 9 represents a merged provider contact list PCL as derived from the provider contact lists PCL1, PCL2, PCL2, in this embodiment merged randomly.
  • the provider contact lists PCLs built by the list building unit 43 include a plurality of state fields for each provider entry, but with the restriction that a provider can be included in only one field. In this way, the state of the provider can be maintained.
  • states can be grouped as meaning that the request has not yet been delivered, these including the "Available”, “Out of Hours”, “Engaged” and “Ring Out” states.
  • Final response states include the “Accepted”, “Declined”, "Probably", “Inappropriate” and "Abusive” states.
  • a database query is performed to establish which providers are available. This list is examined and the providers are sorted into "Available” and "Out of Hours” states. As each "Out of Hours" provider becomes available, an event is queued to move the provider from the "Out of Hours" field to the "Available” field. Similarly, as each "Available” provider becomes unavailable, an event is queued to move the provider from the "Available” to the "Out of Hours” state.
  • the provider selection units 33a, 33b, 33c can be configured to provide for re-centering of the search center to the location of a provider providing a positive reply, in a preferred embodiment a provider providing a first positive reply.
  • the provider list building unit 43 is re-invoked to create a further provider contact list PCL which utilizes the location of the identified provider as the search center.
  • Such re-centering is utilized to identify providers which are as close together as possible, thereby attempting to avoid the identification of providers which are widely spaced, for example, two providers which are in opposite directions, and hence widely separated, from the search center. It is envisaged that re-centering will find application in identifying a number of relatively-closely located providers to be visited by the requestor, such as would be desired in enabling a comparison of the services or goods provided by the providers.
  • Figure 10 represents the re-centering of the search center SC, from a first search center SCI as provided by the requestor, for example, as determined from the CLI of the communicator 20 of the requestor, to a second search center SC2 corresponding to the location of a provider P providing a first positive reply.
  • the document scheduler 41 in scheduling call documents to the OTM units 21 of the TM systems la, lb is configured to perform a calculation to compute how many providers can be concurrently called and whether the calls are "Accept-Only". That number is used to determine if the "In Progress" list of providers to be contacted can accommodate another provider. If another provider can be accommodated, the first provider from the "Available” list is used. If the "Available” list is empty, the document scheduler 41 waits for an "Engaged", “Ring Out” or "Out of Hours" provider to become available.
  • a further interface method is utilized to move a provider from one list to another, thereby allowing the document scheduler 41 to move an "In Progress" provider to the final response state, such as "Accepted”, “Declined”, “Probably”, etc.
  • This is the same method used to move providers between "Available” and “Out of Hours” and vice versa.
  • the use of the same method allows multiple checks to be performed, such as requeuing an "Engaged" provider when the provider is "Out of Hours".
  • the provider selection units 33a, 33b, 33c are configured to terminate searching where the match criteria is satisfied, or, if the match criteria is not met, one of the following termination criteria where enabled. In this embodiment, for each classification, any of the termination criteria can be enabled or disabled. Where any of the termination criteria are enabled, the provider selection units 33a, 33b, 33c terminate searching where termination criteria are satisfied, and a termination report is delivered to the respective provider.
  • the termination criteria are as follows:
  • termination occurs when a predetermined percentage of the providers on the provider contact list PCL for the respective request have been contacted.
  • the provider selection units 33a, 33b, 33c are configured to contact as many of the selected providers as possible, in re-trying providers where the telephone numbers for those providers are engaged or ring out without answer. As will be appreciated, the telephone numbers for some providers may be permanently engaged or ring out, and, as such, the system cannot necessarily contact all selected providers.
  • termination occurs where a predetermined time limit has elapsed. In preferred embodiments termination occurs at the first of a predetermined time period having elapsed since the request was made by the requestor or a predetermined percentage of providers on the provider contact list PCL for a request have not been contacted within a predetermined period since the request was made by the requestor.
  • termination occurs where a predetermined number, in this embodiment two, of the providers report a request as abusive, an "Abusive" reply being a reply option of the providers.
  • Termination Event D Inappropriate Request
  • termination occurs where the contact provider list is exhausted.
  • the number of "Incomprehensible” or “Inappropriate” replies is set at a number greater than one, for example, two or three, such that a single "Incomprehensible” or “Inappropriate” reply is not sufficient to cause termination of the matching operation, as could be provided by a rogue provider or as a result of a simple mistake on the part of a provider.
  • the requestor is contacted and provided with a progress report. The system continues until either satisfying the matching criteria or one of the termination criteria. If the termination criteria is satisfied for a request, the requestor is contacted to report the end of the search and the results achieved. In general, if the requestor hears nothing, the requestor can be confident that the system has been successful in matching the request in accordance with the matching criteria for the classification. Progress or termination reports are returned to a switchboard requestor, but the reports are always preceded by the recorded name and extension number of the requestor, so that the switchboard operator can pass the message on to the requestor.
  • the system also provides for the initiation of the matching operation to be delayed. Often there are occasions when a person would like to make a request, but he is aware that most or all of the potential offers are currently closed. The system can still be used on these occasions.
  • a requestor can make a request at any time of the day, for example, at 0200, knowing that the request is unlikely to be matched. Any selected providers active at that time will be contacted, allowing those providers an opportunity to respond to the request. The active periods will be known for all providers. During normal daytime working hours for many providers, the number of available providers will be much greater.
  • the requestor will be given a termination report as usual, but the system is configured to relay the request again at a specified other time when a greater number of providers in the given classification are active.
  • the system is configured such as to allow this feature to be over-ridden through the application of a predetermined keystroke. As a default, the act of hanging up is taken to require that the request be relayed at a time that is more likely to obtain a match.
  • the system is also configured such that a requester can specify an alternate location for the search center which is not that associated with the CLI of the calling telephone.
  • the IIVR module 11 provides for this feature to be enabled with a predetermined keystroke, and, when enabled, the IIVR module 11 executes an "Alternate Location” script which plays the "Alternate Location” greeting and prompts the requestor to input the telephone number of the alternate search center, followed by another predetermined keystroke.
  • the system then utilizes the alternate location telephone number to determine the search center.
  • the system only uses the alternate location telephone number for building the provider contact list PCL and not as the calling number.
  • the calling number usually the CLI, is utilized as the telephone number to which status or termination reports are delivered.
  • This feature provides for the circumstance where the requestor wishes to identify providers within a different geographic region. For example, suppose the requestor is travelling away to visit friends for a weekend and wants to locate a French restaurant in the region to be visited, the requestor would perform the "Alternate Location" keystroke during the classification greeting, and enter the enter the alternate telephone number, typically the telephone number of the friends to be visited, followed by a "Completion” keystroke, and then leave the request, for example, "A nice French restaurant, table for four, 1930 Saturday night, please phone back tonight.”
  • the contact mode is set to provide requestor details, any providers giving a positive reply would be provided with the calling number of the requestor, as opposed to the alternate location telephone number.
  • the system is also configured to allow a requestor to remain on line and follow the matching operation. This would typically be where a requester believes that a match is quite likely to be achieved quickly.
  • his feature is enabled through a predetermined keystroke on completion of the recordal of the request, and disabled by repeating the predetermined keystroke.
  • the matching system reports each event in real-time, for example, "Just Cuts, declined”, “His Hair, declined”, “Cool Cuts, accepted”, etc..
  • each provider which provides a positive reply in this embodiment one of an "Accept” or a "Probably”, is assigned a particular keystroke, and performing the relevant keystroke establishes a call to the provider.
  • the configuration options include a contact mode setting, which allows the requestor to configure the system, in default, either to withhold the contact details of the requestor from providers, in which case any reports to the requestor are provided with the details of the identified providers which have provided a positive reply in order to allow the requestor to contact the providers, or provide the contact details of the requestor to the identified providers on acceptance of the request, such that the accepting provider can contact the requestor directly.
  • a contact mode setting which allows the requestor to configure the system, in default, either to withhold the contact details of the requestor from providers, in which case any reports to the requestor are provided with the details of the identified providers which have provided a positive reply in order to allow the requestor to contact the providers, or provide the contact details of the requestor to the identified providers on acceptance of the request, such that the accepting provider can contact the requestor directly.
  • the system is configured to enable a requestor to override the default contact mode setting, here by performing a predetermined keystroke during the classification greeting.
  • the default reply mode setting is to provide requestor details.
  • the application of the predetermined key acts to switch the contact mode setting to from that of provide requestor details to withhold requestor details, whereupon the contact mode greeting "Requestor details will be withheld” is played, followed by the usual record request tone.
  • the system having identified the providers for a request, calls the requestor on the calling number, and provides the termination report which includes the details of the providers, in this embodiment, for each provider, a contact name, either the name of the provider or a contact person at the provider, and the contact number.
  • each of the providers mentioned in the termination report is assigned an associated key on the keypad, such as to allow the requestor to speed dial a selected one of the providers.
  • the requestor does not take the return call from the system, and the calling number of the requestor has an attached answer machine, the call is taken by the answer machine, with the termination report being recorded such as to enable the requestor to listen to the return call later.
  • the system calls back at set intervals until the call is made.
  • the configuration details include the business availability of the provider, that is, the business working hours for each of the seven days of the week.
  • the system is configured to assume that the provider wishes to receive requests.
  • the system is configured such as to allow the provider to remove himself/herself from the classification and therefore not receive any further requests. Note that if the provider removes himself/herself from the classification, the provider will not appear in any lists built by the list building units 43 of the provider selection units 33a, 33b, 33c until the provider positively re-introduces himself/herself into the classification. This feature allows businesses to turn the service off for long breaks, for example, holidays.
  • a provider can temporarily alter the assigned business hours by setting one of "Open” or “Closed” states, but so setting the business is only a temporary function, and, if the assigned business are not reset before the next business hours session, the default times for hours of business are adopted.
  • the system enables a provider to block requests from requestors who cannot be serviced.
  • a typical example is because the location of the requestor is not a location served by the requestor.
  • Another typical example is where the provider only provides a service for a particular group of people, such as for the young as opposed to the elderly, and a request from an elderly person could not be serviced. This does not bias the search, but merely obviates inappropriate contacts.
  • the system also enables a provider to block requests from requestors where the contact details of the requestors are withheld. In such circumstances, a provider could be concerned that competitors would covertly use the system to gather intelligence.
  • these preferences are set by a classification manager using the classification management unit 49.
  • the matching system further comprises a classification management unit 49 which provides for the maintenance of the classification databases, that is, the CC database 15 and the CL database 37, and the requestor databases, that is, the first and second RI databases 17, 39.
  • the classification management unit 49 provides for the updating of provider entries, the inclusion of new provider entries, the alteration of the list building parameters for any classification, and the inclusion of new classifications.
  • the classification management unit 49 includes a web interface to allow for remote operation.
  • the classification management unit 49 is operated by a plurality of classification managers, each of which are assigned to and manage one or more classifications.
  • the system is configured to utilize voice requests made using a telephone, but the use of other communicators 20, 24 is envisaged, for example, PDAs, personal computers, set-top boxes, games devices and games consoles, that is, any apparatus which has a communications function, and also other formats for the receipt and delivery of requests, for example, text-encoded requests, such as SMS and e-mail, pictoral requests, typically containing drawings, stills or video, such as MMS and EMS, and fax requests.
  • requests could be made in one format, for example, as voice requests, and delivered in another format, for example, SMS requests.
  • requests could be multi-format requests, for example, comprising voice and text-encoded request components or text- encoded and pictoral request components.
  • the providers are the persons who respond to the respective requests, but there are exceptions.
  • One such other provider is an observing provider who can only receive requests, but not respond to the requests.
  • Another such provider is a split provider, where a request is received by one person, usually the decision-maker who replies to the request, and transferred to another person further to handle the request, for example, in handling the customer engagement.
  • a further such provider is a sorting provider who receives the request and acts to re-direct the request to another provider.
  • the providers can have a hierarchy.
  • “Car Sales” could have children of "New Cars” and “Second Hand Cars”, which could themselves have children by make of car, for example, Ford, Vauxhall, VW etc.
  • the system can support this hierarchy, but, consistent with the philosophy that humans are the best people to process requests, the system only supports cascading of classifications via human sorters.
  • the matching process is as follows. A requester decides that he/she is looking for a new blue Ford Focus 1.8 Ghia. The requestor dials the telephone number for the classification "Car Sales" and leaves a request. The request is passed to selected providers within that classification.
  • One provider may, however, be a dealership which sells many makes of car.
  • the set-up for a private matching system is similar to above except that the matching system presents the request to a provider which has an internal, private matching system. In this situation, all the keycodes that are used to obtain a response are logged, as these codes allow the hierarchy to be navigated to report and provide contact details.

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Abstract

Cette invention concerne une unité de constitution de listes pour l'établissement d'une liste de fournisseurs - à chacun desquels est attribué un emplacement géographique - en réponse à la demande d'un utilisateur demandeur. L'unité de constitution de listes comprend un module de constitution de listes pour l'établissement de listes de fournisseurs, lesquels sont situés dans une zone géographique de forme allongée partant d'un point géographique ou représentant un ensemble de fournisseurs constituant une grappe satisfaisant à des caractéristiques de grappe pour la classification à laquelle la demande est adressée.
PCT/GB2003/004811 2002-11-06 2003-11-06 Unite de constitution de listes et systeme de contacts WO2004042609A2 (fr)

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AU2003285492A AU2003285492A1 (en) 2002-11-06 2003-11-06 A list building unit and contact system

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PCT/GB2002/004987 WO2003040971A1 (fr) 2001-11-07 2002-11-06 Systeme et procede d'appariement des demandes
GBPCT/GB02/004987 2002-11-06
GB0301256A GB0301256D0 (en) 2003-01-20 2003-01-20 A list building unit & contract system
GB0301268A GB0301268D0 (en) 2003-01-20 2003-01-20 A list building unit & contact system
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CN100547974C (zh) * 2007-05-30 2009-10-07 四川长虹电器股份有限公司 网络设备的服务查找方法
GB2480192A (en) * 2007-02-02 2011-11-09 Ubiquisys Ltd Determining the location of a base station

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WO2000029979A1 (fr) * 1998-11-16 2000-05-25 Creaholic S.A. Procede pour l'acquisition d'informations a partir de banques de donnees, et systeme pour la mise en oeuvre de ce procede
WO2001033429A2 (fr) * 1999-10-29 2001-05-10 Gravitate, Inc. Procede de mise en oeuvre de services d'introduction et de rencontre destines a des utilisateurs de telephones mobiles proches et fournisseurs de services associes
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WO2000004730A1 (fr) * 1998-07-20 2000-01-27 Signalsoft Corp. Services fournis a abonne a site fixe
WO2000029979A1 (fr) * 1998-11-16 2000-05-25 Creaholic S.A. Procede pour l'acquisition d'informations a partir de banques de donnees, et systeme pour la mise en oeuvre de ce procede
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GB2480192A (en) * 2007-02-02 2011-11-09 Ubiquisys Ltd Determining the location of a base station
US8626240B2 (en) 2007-02-02 2014-01-07 Ubiquisys Limited Location of basestation
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CN100547974C (zh) * 2007-05-30 2009-10-07 四川长虹电器股份有限公司 网络设备的服务查找方法

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