WO2012011122A2

WO2012011122A2 - A system and method for integrated queries routing and processing

Info

Publication number: WO2012011122A2
Application number: PCT/IN2011/000466
Authority: WO
Inventors: Kane Balwant
Original assignee: Kane Balwant
Priority date: 2010-07-23
Filing date: 2011-07-13
Publication date: 2012-01-26
Also published as: WO2012011122A3

Abstract

A system for integrated queries routing and processing including an interactive unified internet enabled interface (IUI) adapted to collect, process, and track queries pertaining to at least one vendor, the IUI adapted to relay feedback pertaining to state, updates and progress of queries; a first server adapted to: receive a query; validate unique credentials of a user of the IUI, categorize said queries; and map said categorized queries to a vendor set containing at least one vendor element; routing means adapted to: route said categorized queries to at least one second server/s marked with statistical flags; and route acknowledgement, query status updates, information, response, and feedback pertaining to said queries from said at least one second server/s to said IUI; and parsing means adapted to parse queries generated in various configurations and formats. Other embodiments also disclosed.

Description

A SYSTEM AND METHOD FOR INTEGRATED QUERIES ROUTING AND PROCESSING

FIELD OF THE INVENTION

The present invention relates to the field of internet enabled interfaces for query resolution.

Particularly, the invention relates to field of an internet enabled integrated customer service interface that is configured to route and process queries pertaining to multiple vendors.

DEFINITION OF TERMS USED IN THIS SPECIFICATION

The term 'query' and 'queries' used in this specification relate to a question, inquiry, request, complaint put by a customer or user regarding products and services falling under domestic and commercial domains.

The term 'query data' used in this specification relate to query updates, contents, related timestamps, request data and associated meta-data.

The term 'vendor' used in this specification relates to an original equipment manufacturer (OEM), a product dealer, a product distributor, a services provider, a service agent, a product agent, a retailer, and a wholesaler.

The term 'user' used in this specification relates to a direct customer, indirect customer, and an owner of an internet enabled integrated customer service interface for integrating queries routing and processing.

The term 'integrated' used in this specification relates to a combination of multiple vendor data required inside an internet enables integrated customer service interface.

The term 'routing' used in this specification relates to selecting channels in an electronic network for directing network traffic. The routing is enabled via physical network router devices configurable to establish a wired and wireless link.

The term 'processing' used in this specification relates to performing arithmetic, logical, input and output operations by a processor overlaying an electronic circuit. The term 'repository' used in this specification relates to a place for storing material and semi-material entities.

The term 'parsing' used in this specification relates to analyses of text that is made up of a sequence of words for determining its grammatical structure with respect to standard phrases.

The term 'categorizing' used in this specification relates to assigning categories to queries, requests, complaints, questions, inquiries and establishing relevance of queries, requests, complaints, questions, inquiries.

These definitions are in addition to those expressed in the art. BACKGROUND OF THE INVENTION

Customer requests, queries and complaints pertaining to various products and services are typically handled by call centers, customer care centers, business process outsourcing units and other back office entities. Typically, user queries and requests pertaining to products and services vary from technical to administrative categories and versatile skills and knowledge is required for handling such queries.

Further, managing and attending queries using conventional systems typically uses extensive interactive voice response (IVR) infrastructure and multiple toll-free telephone lines and numbers. However, a problem with conventional request and query handling systems is that back offices are mostly understaffed, semi-skilled, expensive, and provide delayed support for keeping costs to company to at a minimum level. Further, retention of original hard copies of warranties and purchase receipts is a mandate, for a failure or malfunction of a device requires an aggrieved product owner to visit a service center with originals for getting the product repaired. Most people are not comfortable with handling IVR based queries.

For large companies, handling queries is difficult in absence of highly skilled and equipped teams. Further, in case of cross continental and time zone distributed environment often queries can be misrouted and the back office servers are not sufficiently adapted to handle and resolve misrouted customer queries.

Typically, for customers using diversified products and services like Internet Service Providers (ISPs), Mobile Operator Companies, air conditioner annual maintenance providers, housekeeping equipment maintenance companies, logistics service providers, it becomes extremely difficult to find out correct contact number or email id and transmit a query or complaint to the related organization that becomes annoying for the user. Further, a user or a customer hardly bothers about preserving purchase receipts and warranty slips that are required when a device or a product breaks down and a repair is needed.

Several attempts have been made to route and process queries for various applications as disclosed in patents given below:

United States Patent Application No. US20020051998 discloses a technique for effectively collecting and analyzing data in providing information assistance services. The patent application discloses an information center/call center where calls are received, requesting information concerning entities, goods and services, and directions to a given destination, wherein data is collected in processing such calls.

Chinese Patent Application No. CN200510130778 discloses a system for user-interactive question and answering. The system includes a pattern database to store question/answer patterns for users to select when asking and answering questions. Each question pattern may include an answer pattern. The system also includes an asking unit to let users ask questions with or without question patterns.

Unites States Patent Application No. US20050139559 discloses an ecommerce system for use by participating users and participating merchants in connection with incentive programs in Network Economy. The system includes a cellular communication network that further includes geographically spaced base stations linked to a fixed communications network.

None of the abovementioned patent documents disclose an integrated internet enabled interface that is adapted for configuration independent parsing and that is further adapted to route and process queries pertaining to a plurality of vendors.

Therefore, there is felt a need for a system that can:

• route and process queries pertaining to multiple vendors through an internet enabled integrated customer service interface;

• integrate multiple vendor credential data in a unified internet enabled interface; • configure a portable one-point interface for interacting with customers to thereby process and array of queries;

• configure an array of routers and switches to forward data packets across computer networks via telephone networks (circuit switching) and electronic data networks (internet) for enabling integrated internet enabled interface;

• logically process queries bearing diverse data formats and configurations; and

• process queries independent of time zones and cross continental constraints.

OBJECTS OF THE PRESENT INVENTION

It is an object of the present invention to configure a system for integrated queries routing and processing to and from customers and vendors.

It is another object of the present invention to integrate and graphically present multiple vendor credential data, request and query statuses, timestamps, updates in an internet enabled unified interface.

It is yet another object of the present invention to process queries bearing diverse data formats and configurations.

It is still another object of the present invention to configure a system that can be used easily in cross continental environments.

It is further an object of the present invention to configure a query processing system that is independent of global time zones.

It is still an object of the present invention to configure an interface adaptive to an array of request data formats and configurations.

It is yet another object of the present invention to configure a single window solution for processing all queries pertaining to domestic and commercial services.

SUMMARY OF THE INVENTION

In accordance with the present invention, there is provided a computer implemented system for integrating queries routing and processing. The system comprises an interactive unified internet enabled interface (IUI) adapted to collect, process, and track queries pertaining to products and services from at least one vendor, and said IUI further adapted to relay feedback pertaining to state, updates and progress of said queries. A first server is adapted to: receive queries, validate unique credentials of a user of said IUI, categorize said queries, and map said categorized queries to a vendor set containing at least one vendor element; routing means adapted to: route said categorized queries to at least one second server/s marked with statistical flags; and route acknowledgement, query status updates, information, response, and feedback pertaining to said queries from said at least one second server/s from said at least one second server/s to said IUI; and parsing means is coupled to both said first server and said at least one second server/s, said parsing means adapted to parse queries generated in various configurations and formats.

Typically, said products and services are selected from a group consisting of a text format, a web based format, an electronic format, a voice based format, a video based format, a short message service (SMS) format, a multimedia message service (MMS) format, a gesture based format, a touch based format, and an Unstructured Supplementary Services Data (USSD) format.

Typically, said IUI comprises a processor adapted to logically process an array of query and request configurations; a repository coupled to said processor, said repository configurable to cache information pertaining to multiple products and multiple services; and a graphical user interface (GUI) overlaying applications selected from a group consisting of web browsing, instant messaging, telephonic conversation, and audio-video chatting.

Typically, said IUI is adaptable into at least one of the following devices: a touch screen device; a laptop; a gesture recognition device; a mobile phone; a personal digital assistant (PDA); a pad; an electronic notebook; a multimedia communicator; a tablet computer; a personal computer; a touch-screen tablet computer; a net-book; a thin client; a smart phone; and a handheld telecommunications device.

Typically, said routing means is selected from a group consisting of routers, bridges, gateways, firewalls, switches, and customized routing servers.

Typically, said first server is adapted to register a user of said IUI by virtue of user credentials and respond to said user by sending an invite signal through means selected from a group consisting of an email, an SMS, an MMS, a chat window, and an instant message; and generate statistical data pertaining to various aspects of a query amongst a plurality of vendors while selecting from query data and meta-data for identifying statistical relevance of a specific query.

Typically, said second server is selected from a group consisting of an enterprise resource planning (ERP) server, and a customer relationship management (CRM) server.

Typically, said IUI is powered to operate by at least one of: an Internet Services Provider (ISP), a Cellular Services Provider (CSP), and a telecom services provider.

Typically, said queries are transmitted via a Voice over Internet Protocol (VoIP) for voice based user queries.

Typically, said IUI is adapted to securely connect to a Local Area Network (LAN) through at least one of a virtual private network (VPN) configuration, Transport Layer Security (TLS), and Secure Sockets Layer (SSL) for preserving privacy of said query.

In accordance with the present invention, there is provided a computer implemented method for integrated routing and processing. The method includes steps of preparing user query on an interactive unified internet enabled interface (IUI) pertaining to one or more vendors and said IUI further pertaining to multiple products and services related to said vendors, said user instructing said IUI to assign said query and said request to at least one vendor of said vendors. Further, the method includes packaging said queries at said IUI for transmittal to a first server. The method also includes parsing details of said queries for extracting information pertaining to said queries in multi-format parsing means and repackaging said queries with routing information, categorization information and statistical flags. In another step, the method includes assessing said routing and categorization information, relevance of said information, and statistical flag for: sending said query and said request to said second server responsive to affirmation by said first server, and generating special action assessment output like alerts, repetitive request and queries, abandoned queries, virus notifications, priority processing; and finally the method comprises step of transmitting query from said second server to said IUI via routing means, while transmitting acknowledgement receipts, progress reports and completion updates.

Typically, said queries are selected from a group consisting of a text based query, an internet based query, an electronic query, a voice based query, a video based query, an short message service (SMS) based query, a multimedia message service (MMS) based query, a gesture based query, a touch based query, and an Unstructured Supplementary Services Data (USSD) based query.

Typically, the step of packaging said queries comprises steps of packaging queries in at least one of following modes: compression; encryption; assigning a unique identifier; authentication; and metadata based formatting.

Typically, the step of packaging said queries at said IUI for transmittal to a first server comprises step of selecting a secure media of transmittal from a group consisting of transport layer security (TLS) means, secure sockets layer (SSL) means, and virtual private network (VPN) means.

Typically, the step of parsing details of said queries for extracting information comprise step of extracting information pertaining to at least one of following modes: authenticating validity of said user and user credential; authenticating validity of said queries; identifying appropriate vendor as destination of said query; categorizing said query; and assigning relevance to said query.

Typically, the step of repackaging said queries comprises step of embedding metadata in said queries.

Typically, the step of sending said query to said second server includes step of generating feedback and raising alerts pertaining to changes in requirements of said queries, said requirements selected from a group consisting of: status updates, query processing updates, completion of queries, resolution of queries, response generation, and additional information generation.

Typically, the method further includes step of verifying integrity of data pertaining to transfer of said queries and raising an alert in an event of failure to verify data integrity.

Typically, the method further includes step of registering said user by sending an invite signal selected from a group consisting of an email, an SMS, a MMS, chat window and an instant message; and generating statistical data pertaining to various aspects of a request amongst a plurality of vendors while selecting said statistical data from request data and meta-data for identifying statistical relevance of a specific query, and wherein said statistical data enables automated response, actions, services, alerts, security, progress reports, and flag marking for special actions by said second server. BRIEF DESCRIPTION OF THE ACCOMPANYING DRAWINGS

Other aspects of the invention will become apparent by consideration of the accompanying drawings and their description stated below, which is merely illustrative of a preferred embodiment of the invention and does not limit in any way the nature and scope of the invention.

FIGURE 1 illustrates a schematic of a computer implemented integrated queries routing and processing system as envisaged by the present invention; and

FIGURE 2 illustrates a flowchart depicting a computer implemented method for integrating query routing and processing as envisaged by the present invention.

DETAILED DESCRIPTIONOF THE INVENTION

The invention for an internet enabled integrated customer service interface that is configured to route and process queries pertaining to multiple vendors, will now be described with reference to the accompanying drawing that does not limit the scope and ambit of the invention. The description provided is purely by way of example and illustration.

Conventionally, a call center is equipped for receiving and transmitting queries via telecom network. However, a conventional back office entity or a call center is not technically enabled for instantaneously receiving and processing multiple configurations of queries, like voice based, email based, and message based. Further, typical back office servers and computing machines that receive a huge number of user queries (voice based and non-voice) need a lot of processing infrastructure for diverting queries to relevant operational units. Thus, cost of technical infrastructure and human resource is increased in direct proportion to the number of queries received.

Further, managing and attending queries using conventional systems requires extensive interactive voice response (IVR) infrastructure and multiple toll-free telephone lines and numbers. However, a problem with conventional query handling systems is that back offices are mostly understaffed, semi-skilled, expensive, and provide delayed support. Further, retention of original hard copies of warranties and purchase receipts is a mandate, for a failure or malfunction of a device requires an aggrieved product owner to visit a service center with originals for getting the product repaired. Typically, hard copied receipts and warranty books degrade over time and they are hard to be produced for product service. To overcome these disadvantages, the present invention provides a computer implemented system and method for integrating queries routing and query processing. The system includes a unified internet enabled interface that is configured to route and process queries pertaining to multiple vendors. The interface is adapted to integrate multiple products and service configurations to process a query selected from a group consisting of a text query, a web based query, an electronic query, a voice based query, a video based query, a short message service (SMS) based query, an MMS based query, and Unstructured Supplementary Services Data (USSD) based query. The system includes a first server adapted to validate unique credentials of the unified internet enabled interface. The system further includes routing means adapted to route the query to a second server for processing the query irrespective of domestic and commercial vendors.

Further, the system includes a parsing means coupled to both the first server and the second server for parsing requests in online configuration, email configuration, voice based configuration, message based configuration, gesture configuration, and touch sense configuration. The system includes a query change detector for instantaneously detecting and updating changes pertaining to a query in transit for generating a revised query. The unified internet enabled interface is further adaptable into devices including a touch screen kiosk, a laptop, a gesture recognition device, a mobile phone, a personal digital assistant (PDA), and an electronic notebook. The interface is adapted to securely connect to a Local Area Network (LAN) through a Virtual Private Network (VPN) configuration for preserving privacy of queries generated via the interface. Further, voice based queries are transmitted via a Voice over Internet Protocol (VoIP). The unified interface is powered for network connectivity by at least one of an Internet Services Provider (ISP) and a Cellular Services Provider (CSP).

In an embodiment, a web based system for integrated queries routing and processing is disclosed. The web based system includes an interface for end users configurable to make various queries including text queries, web queries, electronic queries, voice queries, video queries, SMS queries, and USSD queries. Further, the interface is configurable to raise queries for all devices owned by a user through multiple brands and plurality of vendors, wherein a plurality of subscribers to the web based system operate as manufacturers and service providers in diversified industrial domains. In an embodiment, the vendors can appoint distributor units for handling and processing queries. Further, the web based system equips the interface with adaptive query and complaint handling so that repetitive calls are not made to manufacturers and service providers. The interface is configurable to cache information including addresses, contact details, warranty information, purchase and sales booklets, owners manual such that end users need not separately maintain these records with multiple manufacturers and service providers. Further, the interface is adaptable to broadcast any changes in profile details of the user of the interface to product manufacturers and service providers.

In an embodiment, an end user of the unified internet enabled interface can use devices in a domestic or commercial domain, the devices including two air conditioners, a laptop, a refrigerator, and three cellular phones. Either, the devices are located substantially away from each other, or the devices may be moved away from each other gradually. Further, one or more of the devices may require after sales technical service, then the devices are managed by the end user by making 'queries' to respective manufacturer including but not limited to the following. In a first step, if the end user makes queries, he must communicate product purchase and warranty information. Further, the end user can verify details of service technician who visits the end user for security purpose, and the user can update a new address for service if the user has relocated to a different location. The user can update telephonic, email contact details and the user can buy an extended warranty if an existing product warranty expires.

In an embodiment, a method for integrating query routing and processing is disclosed, that includes a plurality of steps. A first step is end user activation, wherein end users cannot self register on the unified internet enabled interface and the user registrations are invitation based. Once the end user purchases a device that has an in-built unified interface, query servers associated with the interface detect the end user and his credentials using at least one of an email, SMS, and an MMS. As soon as the user accepts the invitation, a user account is created, wherein the user can complete his profile along with his address and contact details. However, for security reasons and privy of vendor information, the interface cannot be made operable manually by the end user. A second step is device registration, wherein once the interface is activated, the second server enters into a duplex communication with various manufacturers and service providers for detecting and eliminating any counterfeit interfaces.

Further, a third step is query and broadcast routing, wherein for requesting products servicing or repair, the interface is configured to populate a list of faulty appliances or devices and the end user can request a repair or replacement through a visual interface included in said unified interface. The visual interface can be selected from a group consisting of a graphical user interface (GUI), a touch screen, a command line interface, a touch user interface, an attentive user interface, and multi-screen interface. The query is routed through routing a device to the query. The routing device can be selected from a group consisting of routers, bridges, gateways, firewalls, and switches. Based upon a category of the query, it is routed to first server selected from a group consisting of an ERP server and a CRM server, wherein the query can be routed along with the associated meta-data. The first server is a configured query server and the second server is a configured vendor server.

Further, a fourth step is notifications and updates aggregation step, wherein once a query is made and any changes pertaining to query are detected while polling manufacturer and vendor servers, notification of the changes is updated in the user account and the changes are implemented in the query in transit. Further, updates including product and appliance warranty extension can be programmed in the unified interface.

In an embodiment, the unified interface of the present invention is configured as a single point interface for End Users (EUs) for making queries to various companies, wherein end user requests and associated meta-data are routed to a specific organization, and wherein the end user can manage 'associated meta-data' (context data of computer implemented files) of devices directly and indirectly associated with the unified interface. Further, voice based queries are made through a VoIP, wherein the calls are routed to companies and agents based upon generated request (real time/live/active/ passive) and associated meta-data.

According to a first aspect of the invention, a computer implemented system for integrated queries routing and processing is disclosed. The system includes an interactive unified internet enabled interface (IUI) adapted to collect, process, and track queries and requests pertaining to products and services from at least one vendor, and said IUI further adapted to relay feedback pertaining to state, updates and progress of said queries; a first server adapted to: receive a query; validate unique credentials of a user of said IUI, categorize said queries, and map said categorized queries to a vendor set containing at least one vendor element; routing means adapted to: route said categorized queries to at least one second server/s marked with statistical flags; and route acknowledgement, query status updates, information, response and feedback pertaining to said queries from said at least one second server/s to said IUI; and parsing means coupled to both said first server and said at least one second server/s, said parsing means adapted to parse queries generated in various configurations and formats. Still according to the first aspect, the products and services are selected from a group consisting of a text format, a web based format, an electronic format, a voice based format, a video based format, an short message service (SMS) format, a multimedia message service (MMS) format, a gesture based format, a touch based format, and an Unstructured Supplementary Services Data (USSD) format.

In an embodiment of the first aspect, said IUI comprises a processor adapted to logically process an array of query configurations; a repository coupled to said processor, said repository configurable to cache information pertaining to multiple products and multiple services; and a graphical user interface (GUI) overlaying applications selected from a group consisting of web browsing, instant messaging, telephonic conversation, and audio-video chatting.

Again, according to the first aspect, said IUI is adaptable into at least one of the following devices: a touch screen device; a laptop; a gesture recognition device; a mobile phone; a personal digital assistant (PDA); a pad; an electronic notebook; a multimedia communicator; a tablet computer; a personal computer; a touch-screen tablet computer; a net-book; a thin client; a smart phone; and a handheld telecommunications device. The routing means is selected from a group consisting of routers, bridges, gateways, firewalls, switches, and customized routing servers. Further, according to the first aspect, the first server is adapted to register a user of said IUI by virtue of user credentials and respond to said user by sending an invite signal through means selected from a group consisting of an email, an SMS, an MMS, a chat window, and an instant message and generate statistical data pertaining to various aspects of a query amongst a plurality of vendors while selecting from query data and metadata for identifying statistical relevance of a specific query.

Still, according to the first aspect, said second server is selected from a group consisting of an enterprise resource planning (ERP) server, and a customer relationship management (CRM) server. Further, the IUI is powered to operate by at least one of: an Internet Services Provider (ISP), a Cellular Services Provider (CSP), and a telecom services provider. The queries are transmitted via a Voice over Internet Protocol (VoIP) for voice based user queries and user requests. Further, the IUI is adapted to securely connect to a Local Area Network (LAN) through at least one of a virtual private network (VPN) configuration, Transport Layer Security (TLS), and Secure Sockets Layer (SSL) for preserving privacy of said query. According to a second aspect, a computer implemented method for integrating routing and processing is disclosed, said method including steps of preparing a user query on an interactive unified internet enabled interface (IUI) pertaining to one or more vendors and said IUI further pertaining to multiple products and services related to said vendors; said user instructing said IUI to assign said query to at least one vendor of said vendors; packaging said queries at said IUI for transmittal to a first server; parsing details of said queries for extracting information pertaining to said queries in multi-format parsing means; repackaging said queries with routing information, categorization information and statistical flag; assessing said routing and categorization information, relevance of said information, and statistical flag for: sending said query to said second server responsive to affirmation by said first server, and generating special action assessment output like alerts, repetitive queries, abandoned queries, virus notifications, priority processing; and transmitting query to said IUI via routing means, while transmitting acknowledgement receipts, progress reports and completion updates.

Still, according to the second aspect, said queries are selected from a group consisting of a text based query, an internet based query, an electronic query, a voice based query, a video based query, an short message service (SMS) based query, a multimedia message service (MMS) based query, a gesture based query, a touch based query, and an Unstructured Supplementary Services Data (USSD) based query.

In an embodiment of the second aspect, the step of packaging said queries comprises steps of packaging queries in at least one of following modes: compression; encryption; assigning a unique identifier; authentication; and metadata based formatting. Further, the step of packaging said queries at said IUI for transmittal to a second server comprises step of selecting a secure media of transmittal from a group consisting of transport layer security (TLS) means, secure sockets layer (SSL) means, and virtual private network (VPN) means. Again according to the second aspect, the step of parsing details of said queries for extracting information comprises step of extracting information pertaining to at least one of following modes: authenticating validity of said user and user credential; authenticating validity of said queries; identifying appropriate vendor as destination of said query; categorizing said query; and assigning relevance to said query.

In an embodiment of the second aspect, the step of repackaging said queries comprises step of embedding metadata in said queries. Further, the step of sending said query to said second server comprises step of generating feedback and raising alerts pertaining to changes in requirements of said queries, said requirements selected from a group consisting of: status updates, query processing updates, completion of queries, resolution of queries, response generation, and additional information generation.

Still, according to the second aspect, the method further comprises steps of verifying integrity of data pertaining to transfer of said queries and raising an alert in an event of failure to verify data integrity. The method also comprises steps of registering said user by sending an invite signal selected from a group consisting of an email, an SMS, a MMS, chat window and an instant message and generating statistical data pertaining to various aspects of a query amongst a plurality of vendors while selecting said statistical data from query data and metadata for identifying statistical relevance of a specific query, and wherein said statistical data enables automated response, actions, services, alerts, security, progress reports, and flag marking for special action by said second server. The first server is configured as a query server and the second server is configured as a vendor server.

Aspects of the invention will become apparent by consideration of the accompanying drawings and their description stated below, which is merely illustrative of a preferred embodiment of the invention and does not limit in any way the nature and scope of the invention.

Figure 1 illustrates a schematic of a computer implemented integrated queries routing and processing system as envisaged by the present invention; and Figure 2 illustrates a flowchart depicting a computer implemented method for integrating query routing and processing as envisaged by the present invention. The drawings and the description thereto are merely illustrative of a computer implemented integrated queries routing and processing system and only exemplify the invention and in no way limit the scope thereof.

Referring to Figure 1 there is shown an integrated queries routing and processing system 100 as envisaged by the present invention, wherein an interactive unified internet enabled interface (IUI) 102 is adapted to integrate multiple products and service configurations to process a query selected from a group consisting of a text query, a web based query, an electronic query, a voice based query, a video based query, an short message service (SMS) based query, a multimedia message service (MMS) based query, a gesture sensing based query and an Unstructured Supplementary Services Data (USSD) based query. Further, versions of query can include requests, feedbacks, complaints, suggestions, complements and dismissal of services. The IUI 102 is an interface having a graphical user interface platform, wherein the IUI 102 further comprises a processor 116 and a cache memory 118, and wherein the processor 116 is configured to mathematically and logically process an array of requests, queries and versions of said queries and requests for prioritizing or de-prioritizing. The cache memory 118 is configured to transparently store data for enabling high speed retrieval and communication of IUI 102 with other devices in the system 100.

In a first configuration dl, the IUI 102 can be an internet enabled mobile communicator. In a second configuration d2, the IUI 102 can be a touch based communications device. In a third configuration d3, the IUI 102 can be a gesture based communications device. In a fourth configuration d4, the IUI 102 can be a legacy input /output device, like a personal desktop computer. A query server 104 is adapted to validate unique credentials of said IUI 102 while categorizing queries and requests for relevance. The query server 104 can comprise the processor 116 and a parsing means 110. A routing means 106 is adapted to route said query to from the query server 104 to a vendor server 108, wherein said routing means 106 is further adapted to route signals including but not limited to information, responses, feedbacks pertaining to said queries. In an example, the routing means 106 can include routers 120, customized routing servers 122 and bridges 124 for configuring the routing means 106 to route requests and queries in various formats and configurations. The vendor server 108 can comprise the processor 116 and the parsing means 110, wherein the parsing means 110 is adapted to parse queries generated in an array of configurations both in the query server 104 and the vendor server 108. Further, the vendor server 108 can be configured in a plurality of configurations including an internet enabled mobile communications server si. In a second configuration, the vendor server 108 can be configured as a touch based communications server s2. In a third configuration, the vendor server 108 can be configured as gesture based communications server s3. In a fourth configuration, the vendor server 108 can be configured as a legacy computer server (desktop) s4. Connectivity amongst elements of the system 100 is maintained through an Internet Protocol (IP)/Telecom network that includes network enabling means like transport layer security (TLS) means, secure sockets layer (SSL) means, and virtual private network (VPN) means.

Further, in an embodiment, the query server 104 can be coupled to a categorization unit 112 configured to check validity of vendor address and configured to map queries, requests and associated meta-data to relevant vendor via the vendor server 108. The query sever 104 can be coupled to a statistical data store unit 114 configured to check statistical presence of a query or request to further generate flags for triggering special actions including but not limited to a spam query, a corrupted query (virus induced in a query), an alerted query, and a dismissed query. In accordance with another aspect of the present invention the parsing means 110 also identifies and parses different modes of queries including voice queries, video queries, email queries, online query messages, and SMS queries wherein depending upon the mode of the query, a link is established between the customer and the vendor. In accordance with yet another aspect of the present invention the system 100 is adapted to handle queries in multiple languages and comprises a language database (not shown in the figure) which comprises dictionary and wordlist of multiple languages.

In accordance with still another aspect of the present invention the system 100 is adapted to handle multi language queries and query translation for instance the queries generated in one language and to be forwarded to a back office of the desired company operating in another language.

Referring to Figure 2, a method 200 for integrating query routing and processing, the method including the following steps. A first step 202 includes preparing a user query on an interactive unified internet enabled interface (IUI) pertaining to one or more vendors and IUI, the query further pertaining to multiple products and services related to said vendors. A second step 204 includes said user instructing said IUI to assign said query to a vendor. A third step 206 includes packaging said queries at said IUI for transmittal to a first server. A fourth step 208 includes parsing details of said queries for extracting information pertaining to said queries in multi-format parsing means. A fifth step 210 includes repackaging said queries with routing information, categorization information, and statistical flags. A sixth step 212 includes assessing said routing and categorization information, relevance of said information, and statistical flags for: sending said query to a second server responsive to affirmation by said first server, and generating special action assessment output like alerts, repetitive queries, abandoned queries, virus notifications, priority processing. A seventh step 214 includes configuring second server to receive and compile data received from step 212. An eighth step 216 includes transmitting query from the second server to said IUI via routing means while also transmitting acknowledgement receipts, progress reports and completion updates. The first server can include a query server and the second server can include a vendor server.

TECHNICAL ADVANTAGES AND ECONOMIC SIGNIFICANCE

The technical advancements of the present invention include configuring a system including a unified internet enabled interface for integrated query, request, complaint, and feedback routing and processing. The interface is adaptable for a built-in configuration into devices selected from a group consisting of a touch screen device, a laptop, a gesture recognition device, a mobile phone, a personal digital assistant (PDA), a pad, an electronic notebook, a multimedia communicator, a tablet computer, a personal computer, a touch-screen tablet computer, a net-book, a thin client, a smart phone, and a handheld telecommunications device. Further, the interface is configurable as a single point interface for end user for making multiple requests to a plurality of manufacturers and service providers and the interface is configurable to receive product and services updates and mandates. The unified interface obviates the requirement of retaining and maintaining mandatory original papers including warranty cards, sales receipts, and purchase receipts.

Additionally, the unified interface is adaptable to be powered by Internet Service Providers (ISPs), Cellular Services Providers (CSPs) or telecom service provider (TSP). The unified interface is a secure interface as it is configurable for securely connecting to a local area network (LAN) through a virtual private network (VPN) configuration, secure socket layer (SSL) and transport security layer (TLS) configuration. This helps in preserving privacy and secrecy of the query and request if it relates to sensitive and confidential information. Further, the queries and requests are transmitted via a Voice over Internet Protocol (VoIP) for voice based user queries and requests.

Advantages of the embodiments of the invention further include a lessened load on back offices, customer care centers and call centers. Additionally, delay in accepting and processing queries and requests is obviated. Service quality in processing request and queries is increased. Further, the system enables to curb an expense incurred by toll free operable lines to an organization's back office.

While considerable emphasis has been placed herein on the components and component parts of the preferred embodiments, it will be appreciated that many embodiments can be made and that many changes can be made in the preferred embodiments without departing from the principles of the invention. These and other changes in the preferred embodiment as well as other embodiments of the invention will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the invention and not as a limitation.

Claims

A computer implemented integrated routing and processing system, said system comprising: an interactive unified internet enabled interface (IUI) adapted to collect, process, and track queries pertaining to products and services from at least one vendor, and said IUI further adapted to relay feedback pertaining to state, updates and progress of said queries; a first server adapted to: receive queries, validate unique credentials of a user of said IUI, categorize said queries, and map said categorized queries to a vendor set containing at least one vendor element; routing means adapted to: route said categorized queries to at least one second server/s marked with statistical flags; and route acknowledgement, query status updates, information, response, and feedback pertaining to said queries from said at least one second server/s to said IUI; and parsing means coupled to both said first server and said at least one second server/s, said parsing means adapted to parse queries generated in various configurations and formats.

A system as claimed in claim 1, wherein said products and services are selected from a group consisting of a text format, a web based format, an electronic format, a voice based format, a video based format, an short message service (SMS) format, a multimedia message service (MMS) format, a gesture based format, a touch based format, and an Unstructured Supplementary Services Data (USSD) format.

A system as claimed in claim 1, wherein said IUI comprises:

- a processor adapted to logically process an array of query configurations;

- a repository coupled to said processor, said repository configurable to cache information pertaining to multiple products and multiple services; and - a graphical user interface (GUI) overlaying applications selected from a group consisting of web browsing, instant messaging, telephonic conversation, and audio-video chatting.

4. A system as claimed in claim 1 , wherein said IUI is adaptable into at least one of the following devices: a touch screen device; a laptop; a gesture recognition device; a mobile phone; a personal digital assistant (PDA); a pad; an electronic notebook; a multimedia communicator; a tablet computer; a personal computer; a touch-screen tablet computer; a net-book; a thin client; a smart phone; and a handheld telecommunications device.

5. A system as claimed in claim 1, wherein said routing means is selected from a group consisting of routers, bridges, gateways, firewalls, switches, and customized routing servers.

6. A system as claimed in claim 1, wherein said first server is adapted to: register a user of said IUI by virtue of user credentials and respond to said user by sending an invite signal through means selected from a group consisting of an email, an SMS, an MMS, a chat window, and an instant message; and generate statistical data pertaining to various aspects of a query amongst a plurality of vendors while selecting from query data and meta-data for identifying statistical relevance of a specific query.

7. A system as claimed in claim 1, wherein said second server is selected from a group consisting of an enterprise resource planning (ERP) server, and a customer relationship management (CRM) server.

8. A system as claimed in claim 1, wherein said IUI is powered to operate by at least one of: an Internet Services Provider (ISP), a Cellular Services Provider (CSP), and a telecom services provider.

9. A system as claimed in claim 1, wherein said queries are transmitted via a Voice over Internet Protocol (VoIP) for voice based user queries.

10. A system as claimed in claim 1, wherein said IUI is adapted to securely connect to a Local Area Network (LAN) through at least one of a virtual private network (VPN) configuration, Transport Layer Security (TLS), and Secure Sockets Layer (SSL) for preserving privacy of said query.

11. A computer implemented method for integrating routing and processing, said method comprising: preparing a user query on an interactive unified internet enabled interface (IUI) pertaining to one or more vendors and said IUI further pertaining to multiple products and services related to said vendors; said user instructing said IUI to assign said query to at least one vendor of said vendors; packaging said queries at said IUI for transmittal to a first server; parsing details of said queries for extracting information pertaining to said queries in multi-format parsing means; repackaging said queries with routing information, categorization information, and statistical flags; assessing said routing and categorization information and statistical flag for: sending said query to a second server responsive to affirmation by said first server, and generating special action assessment output like alerts, repetitive request and queries, abandoned requests and queries, virus notifications, priority processing; and transmitting said query from said second server to said IUI via routing means, while transmitting acknowledgement receipts, progress reports and completion updates.

12. A method as claimed in claim 11, wherein said queries are selected from a group consisting of a text based query, an internet based query, an electronic query, a voice based query, a video based query, an short message service (SMS) based query, a multimedia message service (MMS) based query, a gesture based query, a touch based query, and an Unstructured Supplementary Services Data (USSD) based query.

13. A method as claimed in claim 11, wherein the step of packaging said queries requests comprises steps of packaging queries in at least one of following modes: compression; encryption; assigning a unique identifier; authentication; and metadata based formatting.

14. A method as claimed in claim 11, wherein the step of packaging said queries at said IUI for transmittal to said first server comprises step of selecting a secure media of transmittal from a group consisting of transport layer security (TLS) means, secure sockets layer (SSL) means, and virtual private network (VPN) means.

15. A method as claimed in claim 11, wherein the step of parsing details of said queries for extracting information comprising step of extracting information pertaining to at least one of following modes: authenticating validity of said user and user credential; authenticating validity of said queries; identifying appropriate vendor as destination of said query; categorizing said query; and assigning relevance to said query.

16. A method as claimed in claim 11, wherein the step of repackaging said queries comprises step of embedding metadata in said queries.

17. A method as claimed in claim 11, wherein the step of sending said query to said second server comprises step of generating feedback and raising alerts pertaining to changes in requirements of said queries, said requirements selected from a group consisting of: status updates, query processing updates, completion of queries, resolution of queries, response generation, and additional information generation.

18. A method as claimed in claim 11 further comprising step of verifying integrity of data pertaining to transfer of said queries and raising an alert in an event of failure to verify data integrity.

19. A method as claimed in claim 11 further comprising steps of: registering said user by sending an invite signal selected from a group consisting of an email, an SMS, a MMS, chat window and an instant message; and generating statistical data pertaining to various aspects of a query amongst a plurality of vendors while selecting said statistical data from request data and meta-data for identifying statistical relevance of a specific query, and wherein said statistical data enables automated response, actions, services, alerts, security, progress reports, and flag marking for special action by said at least second server/s.