WO2003017173A1 - Method and apparatus for processing user requests - Google Patents
Method and apparatus for processing user requests Download PDFInfo
- Publication number
- WO2003017173A1 WO2003017173A1 PCT/US2002/026134 US0226134W WO03017173A1 WO 2003017173 A1 WO2003017173 A1 WO 2003017173A1 US 0226134 W US0226134 W US 0226134W WO 03017173 A1 WO03017173 A1 WO 03017173A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- service
- user
- contract
- service network
- user request
- Prior art date
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
Definitions
- the present invention pertains to a method and apparatus for controlling interaction of
- the present invention pertains
- service provider services a user request.
- application may be a group of "experts" who listen to the user's technical questions and
- CRM helpdesk software may only be able to
- a service network platform is
- This service is provided coupled to users, service providers and service contract providers. This service
- network platform may handle the routing of service requests and the delivery of web-based
- platform may be designed to a) define which support entity or entities addresses which type of
- the service network platform also assists the service provider in finding questions they may
- the service contract terms are the business rules that define the criteria that govern the
- the contract terms may include, for example, a
- contract may be provided by a network administrator, and may also be provided by service
- contract providers e.g., supplier of the software, hardware or other product that is presumed
- the contract terms may be stored at the service network platform.
- the service providers are to handle user requests according to the contract terms previously
- the user request is matched to one or more sets of
- Fig. 1 is a block diagram of a system for handling user requests constructed according
- Figs. 2a-b are examples of forms for entry of a user request at a user computer.
- Fig. 3 is an example of a form for entry of service contract terms by a user.
- Figs. 4a-b are an example of a form for entry of a service contract by a supplier or the
- Fig. 5 is an example of a display that allows a service provider to bid for and service a
- Fig. 6 is a flow diagram for applying a service profile to a user request and service
- Fig. 7 is a table diagram for classifying a service contract.
- Fig. 8 is a table diagram for classifying a service profile.
- Figs. 9-11 are table diagrams for selecting an appropriate service profile.
- the network system is the Internet, but the present invention can be extended to
- LANs local area networks
- wide area networks wide area networks
- FIG. 1 a block diagram of a network including a system of the present
- a plurality of user computer systems may be
- a user will send a request (i.e., a user request or trouble ticket) to the service network platform
- user computer systems are general purpose personal computers
- processors to execute instruction code stored in a storage media such as
- CD-ROM Compact Disc - Read Only Memory
- one or more user computers 10 e.g., personal computers coupled
- a service network platform 50 e.g., a server
- the user operating user computer 10 may have a
- the user 10 transmits service requests to the service network platform as a
- the user may be presented with a welcome
- the welcome page lists active requests 101 and
- the user can input the category of the service request he/she desires to be resolved.
- those categories include software, hardware, administration, telephone, output, storage, hosting, and others. Though the present invention is described with respect to
- a request can be presented such as the one shown in Fig. 2b.
- the user may enter a
- the form may also allow the user to enter the
- diagnostic data for the user computer such as diagnostic data for the user computer.
- the type of diagnostic data for the user computer such as diagnostic data for the user computer.
- a trouble ticket database 51 can be stored in a trouble ticket database 51.
- service contract terms e.g., those provided by a service provider 30 or network administrator
- Service Network Management 60 may be stored in database 52.
- database 52 As described in further detail below, a database of service providers 53 may be provided as well at the service
- additional contract terms may be provided by a service contract provider 20.
- a service contract provider 20 For example, a
- supplier of operating system software may desire to allow a particular third-party service
- the supplier may want to pay for all or a portion of
- Figs. 4a-c a form for entering service contracts is shown.
- Fig. 4a the service
- contract provider can input its name 141 and a description 143 of the service contract.
- service contract provider can also specify a service network 145.
- a service network is a
- a summary 147 of previously entered service contracts may be
- classification includes three category levels that describe the subject matter of the service
- the category levels include "web browser” and a specific example of
- the request classification can also be used to specify the
- settings allow the user to see the compensation to be paid to the service provider
- the settings may also include an up-front
- Tiers define the sequence in which different providers are able to solve requests.
- router to route it to the higher tier (e.g., at the request of the service provider).
- higher tier e.g., at the request of the service provider.
- the request could be re-assigned in tier 1 (e.g., if the service contract disallows the service
- Each tier may have a time out associated with it
- a tier may specify multiple service contracts and rules for adding and removing secondary service
- any of the multiple service contracts may in
- a "status" field indicates whether the tier is active.
- matching model indicates a set of rules for how a service contract is awarded.
- the user accepts a bid from a service provider.
- a "pricing scheme” field designates the pricing for the service contract.
- the pricing scheme includes a parameter that the cost for satisfying the user
- the qualified service providers are pooled
- Other fields in block 155 include a bid timer initialization, which specifies
- tier 1 For example, a default time of one day may be specified. If no response is received in one day, then the conditions of tier 1 have not been and will not be satisfied, and
- the conditions of tier 2 may be checked. There may be a new matching model and pricing
- the default time is one day. If the response to
- tier 2 e.g., tier 2, block 1557
- a second tier may set larger time windows, higher prices for the service contract
- FIG. 5 an example of a display that allows a service provider to bid for
- a service provider can log into the
- the service networks that may have different service contract providers).
- the service may have different service contract providers.
- the service may have different service contract providers. For example, the service
- the service provider is given a list of user requests that match
- the service provider may select one such user request to find more
- the service provider In providing the user request to the service provider, the service
- network platform may also include the proposed contract terms for the service request.
- FIG. 5 an example of a display for a service provider is shown. As discussed
- the user request 161 is displayed to the potential service provider.
- the user request includes
- the user request classifications such as the type of question being asked, the operating system,
- field 163 can be provided for a text message for the user and field 165 can be
- the first example is one where the user specifies that he/she will pay a predetermined
- the service contract provider specifies the contract terms.
- the user's request is then serviced by the service provider.
- the user requests bids for servicing the request. As discussed
- the service provider can provide contract terms for the user to
- the service provider may state that it is willing to service the request
- the user is presented with this bid and can accept or reject the bid.
- the service network platform can add a surcharge to the bid (i.e., increase the bid
- a service profile is generated.
- the service profiles defines
- mapping between the various classifications of the user request e.g., category, type,
- the service profile defines what service contract rules
- the user e.g., the user may belong to a group that will be provided service paid for by a service
- the service profile can also be used to determine if the user is entitled to a
- a service e.g., has the user registered with the service contract provider to receive services from a qualified service provider paid for by the service contract provider.
- step 201 the user enters
- a user request (e.g., using the form shown above in Figs. 2a-b).
- the user request may be
- a category for the user request (e.g., hardware, software, etc.)
- a type for the user request (e.g., a request concerning an operating system
- the operating system subtype (e.g., the version of the operating system).
- the user request can also be defined by the user. Accordingly, the user
- a particular user group e.g., a group of users whose use of the service network
- the platform is paid for by a third party, such as a service contract provider).
- a third party such as a service contract provider.
- the user may also be paid for by a third party, such as a service contract provider.
- the "referrer” is the first web ⁇
- the user may not be affiliated with a
- each service contract can be any service contract.
- each service contract can be any service contract.
- a service contract defines the terms under which a service provider services a user request.
- the contract may include a name, the payment scheme (e.g., open market bidding, fixed price,
- the payment method e.g., the payment method
- the matching model e.g., who decides
- the service contract is entered in block 205.
- the service contract can be entered by the
- a service contract entered by the network administrator may be "standard" contracts that may
- the service contract is classified (e.g., by applying the table
- profile may be used to control assignment of the service contract to the user request.
- FIG. 8 a table diagram is shown for a service profile. As set forth above,
- the service profile can be a set of rules used to match the user request with the generated
- a service profile is selected based on the user request.
- a standard service profile may be used where the user offers to pay a preset
- the service contract in this case would designate the name of the user, that the payment method is "fixed price,” that the user
- a customized service profile can be created where a company has provided
- XYZ Company may have provided a service contract to
- the service profile may be applied when
- the resulting contract may then specify that the payment method is fixed price that the service
- contract provider (XYZ company in this example) is paying that fee, that the fee is being paid from an existing account, that the matching model is where the user accepts an offer from a
- certified service provider e.g., a service provider who has been certified as an expert in the
- a qualification set can be specified for the service
- the qualification set defines what skill set is required for the service provider. It
- each group can specify one or more service provider groups, where each group includes one or more
- service providers e.g., service providers certified by the service contract provider as expert in
- the qualification set can also be used to specify certificates to be held by the
- a minimum rating level e.g., provided by previous users via the
- step 211 (Fig. 6), an appropriate service contract is selected based on the service
- a table defining the rules for determining the service profile is
- Fig. 9 The table in Fig. 9 is similar to a boolean truth table with the following variables:
- This mechanism can be extended to include other variables. If the user is not logged in and
- a default standard service profile is used such as the one
- a service profile may be preset
- the service profile is selected based on the
- the service network platform is to
- "user requests" can come from sources other than the user.
- the service contract provider computer can supply the user request (e.g., transmitting information to the
- the user request can
Abstract
Description
Claims
Applications Claiming Priority (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US31316301P | 2001-08-17 | 2001-08-17 | |
US60/313,163 | 2001-08-17 | ||
US4772901A | 2001-10-25 | 2001-10-25 | |
US10/047,729 | 2001-10-25 |
Publications (1)
Publication Number | Publication Date |
---|---|
WO2003017173A1 true WO2003017173A1 (en) | 2003-02-27 |
Family
ID=26725370
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US2002/026134 WO2003017173A1 (en) | 2001-08-17 | 2002-08-16 | Method and apparatus for processing user requests |
Country Status (1)
Country | Link |
---|---|
WO (1) | WO2003017173A1 (en) |
Cited By (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2009018176A2 (en) * | 2007-07-27 | 2009-02-05 | Go Fast Ordering Llc | System and method for facilitating a transaction between a buyer and seller |
Citations (5)
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US5717989A (en) * | 1994-10-13 | 1998-02-10 | Full Service Trade System Ltd. | Full service trade system |
US5924082A (en) * | 1994-08-17 | 1999-07-13 | Geneva Branch Of Reuters Transaction Services Limited | Negotiated matching system |
US6058379A (en) * | 1997-07-11 | 2000-05-02 | Auction Source, L.L.C. | Real-time network exchange with seller specified exchange parameters and interactive seller participation |
US6131087A (en) * | 1997-11-05 | 2000-10-10 | The Planning Solutions Group, Inc. | Method for automatically identifying, matching, and near-matching buyers and sellers in electronic market transactions |
US6151589A (en) * | 1998-09-10 | 2000-11-21 | International Business Machines Corporation | Methods for performing large scale auctions and online negotiations |
-
2002
- 2002-08-16 WO PCT/US2002/026134 patent/WO2003017173A1/en not_active Application Discontinuation
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5924082A (en) * | 1994-08-17 | 1999-07-13 | Geneva Branch Of Reuters Transaction Services Limited | Negotiated matching system |
US5717989A (en) * | 1994-10-13 | 1998-02-10 | Full Service Trade System Ltd. | Full service trade system |
US6058379A (en) * | 1997-07-11 | 2000-05-02 | Auction Source, L.L.C. | Real-time network exchange with seller specified exchange parameters and interactive seller participation |
US6131087A (en) * | 1997-11-05 | 2000-10-10 | The Planning Solutions Group, Inc. | Method for automatically identifying, matching, and near-matching buyers and sellers in electronic market transactions |
US6151589A (en) * | 1998-09-10 | 2000-11-21 | International Business Machines Corporation | Methods for performing large scale auctions and online negotiations |
Cited By (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2009018176A2 (en) * | 2007-07-27 | 2009-02-05 | Go Fast Ordering Llc | System and method for facilitating a transaction between a buyer and seller |
WO2009018176A3 (en) * | 2007-07-27 | 2009-04-16 | Go Fast Ordering Llc | System and method for facilitating a transaction between a buyer and seller |
US9020842B2 (en) | 2007-07-27 | 2015-04-28 | 2Point B, Llc | System and method for facilitating a transaction between a buyer and a seller where the seller is one of multiple available providers |
US9990668B2 (en) | 2007-07-27 | 2018-06-05 | 2Pointb, Llc. | System and method for intelligent ordering between a user and multiple providers |
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