US20170091845A1 - Receiving and queuing requests from customers - Google Patents

Abstract

System, method, and computer program product embodiments for receiving customer requests use a request management system. An embodiment operates by establishing a connection with a customer's mobile device, obtaining information about the location of the customer's mobile device, providing to the customer's mobile device a set of data describing goods or services currently offered by one or more business locations, receiving from the customer's mobile device a request for a good or service offered by a particular business location, and adding the request to a queue associated with one or more groups assigned to fulfill the request based on the request type.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS
• The present application is a continuation application of U.S. patent application Ser. No. 13/842,177 filed Mar. 15, 2013, which is incorporated herein by reference in its entirety.
BACKGROUND
• Hotels and hospitality vendors may offer goods, services, and recommendations to their customers. Hotels and hospitality vendors may employ staff dedicated to concierge services and/or develop extensive customer service operations. However, making goods, services, and recommendations known to customers has proved challenging. Moreover, offers may change frequently. As a result, customers are not able to interact with current information about offers or make requests to those who are in a position to fulfill them. Staff also face difficulty identifying and fulfilling customer requests.
BRIEF SUMMARY
• Embodiments described herein include various method, system, and computer program product embodiments, and combinations and sub-combinations thereof, for receiving requests using a request management system. In an example embodiment, receiving requests using a request management system includes establishing a connection with a customer's mobile device, obtaining information about the location of the customer's mobile device, providing to the customer's mobile device a set of data describing goods and/or services currently offered by one or more business locations, receiving from the customer's mobile device a request for a good and/or service offered by a particular business location, and adding the request to a queue associated with one or more groups assigned to fulfill the request based on the request type.
• Further embodiments are described in the accompanying description below.
BRIEF DESCRIPTION OF THE DRAWINGS
• The accompanying drawings are incorporated herein and form a part of the specification.
• FIG. 1A is a block diagram of a server and clients, according to an example embodiment.
• FIG. 1B is a block diagram of a request management system, according to an example embodiment.
• FIG. 2A is a block diagram of an example interface for receiving a selection from a customer's mobile device, according to an example embodiment.
• FIG. 2B is a block diagram of an example interface for providing a customizable brand display to a customer's mobile device, according to an example embodiment.
• FIG. 2C is a block diagram of an example interface for receiving a request from a customer's mobile device, according to an example embodiment.
• FIG. 2D is a block diagram of an example interface for a staff user to handle a request from a staff user's mobile device, according to an example embodiment
• FIG. 3 is a block diagram of request types, according to an example embodiment.
• FIG. 4A is a flowchart illustrating a process for adding a request to a request queue, according to an example embodiment.
• FIG. 4B is a flowchart illustrating a process for handling queued requests, according to an example embodiment.
• FIG. 4C is a flowchart illustrating in further detail an example of processing queued requests according to one or more handle request selections made by a staff user, according to an example embodiment.
• FIG. 5 is a flowchart illustrating a process for providing a customizable brand display, according to an example embodiment.
• FIGS. 6A-6B, 7A-7L, 8A-8B, 9A-9D, 10A-10Z, and 10AA-10PP show further examples of interfaces relating to queuing requests from a customer or handling the requests so that staff users may fulfill the requests.
• FIGS. 11A-11C are diagrams that show examples of data flow between a customer mobile device and server to queue requests made by a customer.
• FIG. 11D is a diagram that show examples of data flow between a staff user mobile device and server to handle queued requests made by a customer.
• FIGS. 12A and 12B show further examples of interfaces relating to push alerting data to a staff user.
• FIG. 13 is an example computer system that is useful for implementing various embodiments.
• In the drawings, like reference numbers generally indicate identical or similar elements. Additionally, generally, the left-most digit(s) of a reference number identifies the drawing in which the reference number first appears.
DETAILED DESCRIPTION
• Provided herein are system, method and/or computer program product embodiments, and/or combinations and sub-combinations thereof, for receiving, queuing, tracking and processing customer requests using a request management system.
• By way of non-limiting example, and not of limitation, the terms “customer” and “consumer” and any plural forms thereof may be used interchangeably to refer to natural persons as well as corporate or commercial customers, such as, for example, a business. Customers may include a guest of a hotel, hospitality vendor, and/or business.
• The terms “business,” “service provider,” “commercial outlet,” “merchant,” and “vendor” may be used interchangeably to mean any person, entity, distribution system, software and/or hardware provider, broker and/or any other entity in the distribution chain of goods and/or services, commercial or otherwise. By way of example, not of limitation, a business may be a hotel, restaurant, retail establishment, airline, automobile dealership, travel agency, organization (e.g., non-profit), on-line merchant, and/or other business. While a hotel and/or a hospitality vendor are frequently referred to throughout herein, one having skill in the relevant art(s) would understand that other industries and businesses are contemplated.
• By way of example, not of limitation, a customer may communicate and interact with a business in person, telephonically, and/or electronically, such as, for example, by using a computer connected to the Internet, a mobile device connected to the Internet, a local or wide area network, a telecommunications network, or any combination thereof. Communication and interaction may occur synchronously or asynchronously. A business may offer goods and/or services using one or more forms of interaction. A business may offer a customer the option of paying for goods and/or services using transaction accounts such as, for example, those associated with a credit line, debit account, loyalty program, and/or other form of financial processing method known or later developed.

• TABLE OF CONTENTS

  A.	RequestManagement System Architecture	4
  B.	Receiving Requests from a Customer Mobile Device	13
  C.	Queuing Requests from a CustomerMobile Device	18
  D.	Handling Requests from a Staff UserMobile Device	23
  E.	Alert Generation		27
  F.	Providing a Customizable Brand Display on a Customer Mobile	28
  	Device
  G.	Example Interfaces for Queuing and Processing Requests from a	29
  	Customer
  H.	Example Data Flow for Queuing and Processing Requests from a	36
  	Customer
  I.	Example Computer System	37
  J.	Conclusion	40

(a) Request Management System Architecture
• FIG. 1A shows anexample system architecture100 for establishing a connection between one or more business entities and one or more customer mobile phone devices. In an example embodiment, a business entity includes afranchise A120. FranchiseA120 may be comprised of one or more hotels, such as, for example, hotel A1122, hotel A2124, and hotel An126. Hotel A1122, hotel A2124, and hotel An126 represent particular hotel locations which are, for example, part of a chain and/or commonly branded series of establishments associated with one ormore franchises A120.Franchise A120 may be a brand or a sub-brand of a brand, and so on.Hotel A1122,hotel A2124, and hotel An126 may be commonly branded to associate particular hotel locations withfranchise A120.
• In an example embodiment,franchise B130 is a business entity. Franchise B may be comprised of one or more, for example, restaurants B1 . . .Bn132. Restaurants B1 . . .Bn132 may represent particular restaurant locations which are, for example, part of a chain and/or commonly branded series of establishments associated with one ormore franchises B130.Franchise B130 may be a brand or a sub-brand of a brand, and so on. Restaurants B1 . . .Bn132 may be commonly branded to associate particular restaurant locations withfranchise B130. One having skill in the relevant art(s) would appreciate that restaurants B1 . . .Bn132 may include, but are not limited to, entities involved in food vending, food preparation, food service, and/or hospitality industries such as, for example, fine dining establishments, fast food restaurants, family style restaurants, diners, rest stops, caterers, bars, grills, lounges, food delivery services, and/or other businesses which offer food.
• In an example embodiment, businesses C1 . . . Cn140 may represent one or more businesses offering goods and/or services to customers related to, for example, hospitality and/or local attractions, such as, for example, gift shops, book and music stores, apparel, accessories (e.g., jewelry, handbags, shoes), department stores, shopping malls, florists, grocery stores, tobacco, alcohol, cleaners, banks, sporting goods, electronics, hardware stores, amusement parks, outdoor (e.g., animals, wildlife, zoos, parks), sports and leisure (e.g., golf, tennis), spectatorship (e.g., sports arenas), historical landmarks, museums, art and culture, music, performing arts, crafts, movies, shopping, beauty, fitness, nail care, hair salons, barbers, spas, yoga studios, tanning, candy shops, toy stores, nightclubs, bars, lounges, casinos, pool halls, dancehalls, wine bars, microbreweries, distilleries, rental cars, airport transportation services, automotive services, taxis, trains, shuttles, insurance, pharmacies, printing and shipping, colleges, libraries, and/or religious institutions. One having skill in the relevant art(s) will appreciate that businesses C1 . . . Cn140 may involve other categories of goods and services not listed above and need not be tied to hospitality.
• In an example embodiment, one or more businesses C1 . . . Cn140 have business relationships withfranchise A120 and/or one or more ofhotel A1122,hotel A2124, andhotel An126. Relationships may include agreements to promote goods or services offered by businesses C1 . . . Cn140 to hotel customers. Such relationships may be established at the level offranchise A120 and/or at the level ofindividual hotel A1122,hotel A2124, and/orhotel An126. In an example embodiment, a recommendation network comprises a collection of relationships between businesses C1 . . . Cn140,franchise B130, restaurants B1 . . .Bn132,franchise A120,hotel A1122,hotel A2124, and/orhotel An126. Such a recommendation network may be used to connect customers with promotions and offers based on, for example, location, behavior, and/or cross-promotional agreements.
• In an example embodiment, aserver102 stores and processes information related to one or more offranchise A120,hotel A1122,hotel A2124, hotel An126,franchise B130, restaurants B1 . . .Bn132, and/or businesses C1 . . . Cn140, collectively referred to as users. Users ofserver102 may have partnerships, associations, and/or relationships with each other. Users ofserver102 may operate independently of each other, in competition with each other, and/or according to commercial agreements.
• In an example embodiment, one or more customers are connected toserver102 by customer mobile devices A1 . . .n160. Customer mobile devices A1 . . .n160 may include mobile computing devices (e.g., smart phones, mobile phones, personal digital assistants, tablets, electronic readers). Customer mobile devices A1 . . .n160 are configured to send information to and receive information fromserver102. Customer mobile devices A1 . . .n160 may include operating systems operable to download and install one or more mobile applications such as, for example, a mobile application downloaded from an application store. Such applications may be configured to display data stored and/or processed onserver102. A display of information may be dynamic or static. Customer mobile devices A1 . . .n160 may include a browser. A browser is operable to render web pages and/or to support operation of web applications. Data sent to and received from customer mobile devices A1 . . .n160 may be displayed using a native application and/or a web application. Customer mobile devices A1 . . .n160 may be identified byserver102 by a unique serial number, phone number, and/or a mobile identification number (MIN).
• In an embodiment, customer mobile devices A1 . . .n160 each include aconcierge agent161. In one example not intended to be limiting,concierge agent161 is a mobile application that can operate as described herein to communicate withserver102 and provide one or more displays to a customer. These displays display data sent fromserver102 and can include interfaces where a user can make selections and input data for sending toserver102. In this way, according to a feature, a variety of concierge and hospitality services can be provided to serve a customer throughconcierge agent161.
• In an example embodiment, one or more users are connected toserver102 by user mobile devices B1 . . .n162. User mobile devices B1 . . .n162 may be issued to staff of one or more offranchise A120,hotel A1122,hotel A2124, hotel An126,franchise B130, restaurants B1 . . .Bn132, and/or businesses C1 . . . Cn140. For example, hotels may issue, distribute, or otherwise provide mobile devices to managers, staff members, and/or other employees. User mobile devices B1 . . .n162 may include mobile computing devices (e.g., smart phones, mobile phones, personal digital assistants, tablets, electronic readers). User mobile devices B1 . . .n162 are configured to send information to and receive information fromserver102. User mobile devices B1 . . .n162 may include operating systems operable to download and install mobile applications, such as, for example, a mobile application downloaded from an application store. Such applications are configured to display data stored and processed onserver102. Display of information on user mobile devices B1 . . .n162 may be dynamic or static. User mobile devices B1 . . .n162 may include a browser. A browser is operable to render web pages and/or support web applications, for example, on a mobile device. Data sent to and received from user mobile devices B1 . . .n162 may be displayed using a native application and/or a web application. User mobile devices B1 . . .n162 may be identified byserver102 using a unique serial number, phone number, and/or a mobile identification number (MIN).
• In an embodiment, user mobile devices B1 . . .n162 each include aconcierge staff agent163. In one example not intended to be limiting,concierge staff agent163 is a mobile application that can operate as described herein to communicate withserver102 and provide one or more displays to a staff user of a business responsible for handling customer requests. These displays display data sent fromserver102 and can include interfaces where a staff user can make selections and input data for sending toserver102. In this way, according to a feature, a staff user can fulfill requests relating to a variety of concierge and hospitality services throughconcierge agent163 to serve customers.
• In an example embodiment,server102 is configured to allow interaction with one or more users authorized to offer goods and/or services to customers. For example, one or more employees responsible for designing promotions may be authorized to create and/or release offers for redemption and/or fulfillment. Design and release of offers is facilitated by providing access to a user console164. User console164 may provide access to data stored onserver102. In an example embodiment, user console164 receives inputs from authorized users. Users may be authenticated by verifying a username and password. One having skill in the relevant art(s) would appreciate that other forms of access control may be used. In an example embodiment, a marketing executive may be given authorization to set permissions for one or more employees to create, modify, and/or delete information associated with a user account forfranchise A120. An employee or group of employees may be tasked with creation and/or release of promotions designed and/or preformatted for distribution to customers. For example, an employee may be tasked with identifying and/or describing goods and/or services available and/or offered to customers. Offers may be displayed on customer mobile devices A1 . . .n160.
• In an example embodiment, to interact withserver102 and/or to provide input to user console164, employees/staff may receive individual user accounts. User console164 may serve as access control forserver102. Access control includes but is not limited to assigning role-based privileges, such as those defined by an executive or staff manager. Privileges may be associated with individual user accounts assigned to, for example, staff members. Privileges may reflect authorization to create, modify, and/or delete records and data onserver102. Privileges may thus be assigned based on a staff member's role and/or status. Individual staff members may be grouped and re-grouped based on other criteria.
• In an example embodiment, user console164 controls access to and modification of data stored onserver102. For example, authorized users may populate and/or release promotional templates, designs, and/or customizable made available byserver102. In an example embodiment, user console164 comprises a web based portal accessible to users who provide valid login credentials such as, for example, a username and password. Such a portal may display user interface components such as, for example, viewers, navigation, controllers, form fields, buttons, drag-and-drop, design templates, and other components which may facilitate performance of marketing workflow.
• In an example embodiment, user console164 is a browser-based web application. In an example embodiment, user console164 is a native application configured to launch and operate, for example, on a tablet and/or mobile phone. In an example embodiment, user console164 is an executable file configured to launch and operate in an environment where inputs may be received and outputs displayed to a user with or without access to a network connection, for example, which is synchronized when a connection is available.
• FIG. 1B shows arequest management system150.Request management system150 may include one or more clients connected toserver102 over anetwork170. In an example embodiment,request management system150 includes architecture distributed over one or more networks, such as, for example, a cloud computing architecture. Cloud computing includes but is not limited to distributed network architectures for providing, for example, software as a service (SaaS), infrastructure as a service (IaaS), platform as a service (PaaS), network as a service (NaaS), data as a service (DaaS), database as a service (DBaaS), backend as a service (BaaS), test environment as a service (TEaaS), API as a service (APIaaS), integration platform as a service (IPaaS), etc.
• In an example embodiment, one or more clients connected toserver102 include franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, business C1 . . . Cn users140a, customer mobile devices A1 . . .n160, and/or user mobile devices B1 . . .n162.Network170 includes but is not limited to a local/wide area network, wireless local area network, telecommunications network, or any combination thereof.
• In an example embodiment,server102 includes a user manager104 connected to a user database114. Franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140amay connect with user manager104 overnetwork170. User manager104 may output requested data and/or push data to user console164. In an example embodiment, user console164 is accessible to franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140aand user manager104 may receive, process, and/or manage input provided using user console164. User inputs may be stored in user database114.
• In an example embodiment, user database114 stores data such as, for example, user account information, access control privileges, preferences, settings, and/or payment processing information. For example, franchise A and hotel A1 . . . An users120aestablish one or more accounts for connecting withserver102. Such accounts may be linked to one or more methods of payment such as, for example, a credit line. Payments, fees, dues for membership, and/or other forms of compensation may thus be collected for use ofrequest management system150 and/or the recommendation network.
• In an example embodiment, abusiness database118 processes and/or warehouses data relating to businesses such as franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a. Such information may include but is not limited to geolocation, offered goods and/or services, classification of goods and/or services, hours of operation, associations with other businesses on, for example, the recommendation network, logs of activity associated with customer mobile devices A1 . . .n160, indications provided by customers recommending a business, and/or other indicia. One having skill in the relevant art(s) will appreciate thatbusiness database118 and associated data structures may include other types of indicia, criteria, and metrics useful for indexing and warehousing information about one or more businesses.
• In an example embodiment,server102 includes a business manager108. Business manager108 is connected tobusiness database118. In an example embodiment, business manager108 includes arecommendation engine110 and arequest tracker112.
• In an example embodiment, business manager108 may connect with user mobile devices B1 . . .n162. For example, franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140amay input, select, and/or define role-based configurations and privileges for user mobile devices B1 . . .n162 by interacting with user console164. Configurations and privileges may be translated, for example, by user manager104, into rules to be implemented by business manager108 in the course of facilitating communication with user mobile devices B1 . . .n162.
• In an example embodiment, business manager108 is connected to user manager104 and may receive data handled by user manager104 such as, for example, associations between businesses on, for example, a recommendation network. Business manager108 may be configured to store mappings of such associations inbusiness database118. User manager104 may receive data handled by user manager104 such as, for example, role-based configurations and privileges for user mobile devices B1 . . .n162. For example, user manager104 may generate a mapping of role-based configurations and privileges for business manager108 which may, in turn, be translated into business rules and the like.
• In an example embodiment, business manager108 may include arecommendation engine110.Recommendation engine110 may receive data from customer mobile devices A1 . . .n160 handled, for example, by a customer manager106. Such data may include, for example, geolocation, natural language, and/or search criteria in the form of query. In an example embodiment,recommendation engine110 processes input from customer mobile devices A1 . . .n160. Input may include a specific request for a recommendation regarding particular goods and/or services (e.g., restaurants, dry cleaning).Recommendation engine110 may also receive data without input from a customer. For example,recommendation engine110 may receive contextual information from customer manager106 such as, for example, location, a history associated with customer mobile devices A1 . . . n, information obtained from an account, and/or data accessible to a server connected to a mobile client.
• In an example embodiment,recommendation engine110 generates query syntax reflecting a decision tree of criteria and prioritization based on, for example, proximity of location, relevance to search terms input or deduced from context triggers, partnerships or promotional agreements, such as those reflected by association with the recommendation network, and/or prediction using one or more algorithms such as, for example, a Bayesian algorithm.Business database118 returns results. Results returned bybusiness database118 are processed for display byrecommendation engine110 which may apply additional filtering and/or arrange the results so as to provide, for example, information rich listings. Listings may be further filtered, sorted, and/or arranged by customer manager106 and/or on customer mobile devices A1 . . . n. Data structures output byrecommendation engine110 may be displayed by a native application or web application.
• In an example embodiment, business manager108 includes arequest tracker112.Request tracker112 is connected to customer manager106.Request tracker112 may be configured to receive data and/or messages generated byconcierge agents161 at customer mobile devices A1 . . .n160.Request tracker112 is configured to receive requests received from customer mobile devices A1 . . .n160 which may be processed by customer manager106.Request tracker112 is connected to user mobile devices B1 . . .n162.Request tracker112 is configured to receive data and/or messages generated by user mobile devices B1 . . .n162. In an example embodiment, customer manager106 andrequest tracker112 manage a two-way line of communication between customer mobile devices A1 . . .n160 and user mobile devices B1 . . .n162. Customer manager106 andrequest tracker112 coordinate and facilitate such interaction. In a non-limiting example, customer mobile device A1 . . .n160 having aconcierge agent161 generates a request, customer manager106 authenticates customer mobile device A1 . . .n160,request tracker112 processes the request, andrequest tracker112 queues the request based on the type and/or role-based or group settings specified by franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a.
• In an embodiment, business manager104 includes arequest handler182 andalert generator184.Request handler182 andalert generator184 communicate withconcierge staff agents163 at user mobile devices B1 . . .n162 and can access data on customer requests stored inbusiness database118. This can include access to requests queued byrequest tracker112 based on the type and/or role-based or group settings specified by franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a.
• As described further below,request handler182 communicates with aconcierge staff agent163 to enable a staff user to view one or more displays that allow the staff user of a business to fulfill customer requests. These displays display data are sent fromserver102, and inparticular request handler182, and can include interfaces where a staff user can make selections and input data for sending toserver102, and inparticular request handler182. In this way, according to a feature, a staff user can fulfill requests relating to a variety of concierge and hospitality services throughconcierge agent163 to serve customers. Similarly, as described below,alert generator184 also communicates with aconcierge staff agent163 to notify a staff user of pending requests that have exceeded an alert criteria.
• In an example embodiment,server102 includes customer manager106. Customer manager106 is connected to a customer database116. Customer mobile devices A1 . . .n160 may connect to customer manager106. Customer manager106 may output requested information and/or push data to a native and/or web application operating on a customer mobile device A1 . . .n160. Customer manager106 may receive, process, and/or manage input provided by customer mobile devices A1 . . .n160 operatingconcierge agents161. Customer manager106 may also collect data from customer mobile devices A1 . . .n160 not provided as input such as, for example, geolocation and/or data accessible to a server connected to a mobile client. In an example embodiment, customer database116 stores customer data such as, for example, a location provided by customers operating customer mobile devices A1 . . .n160, a location sensed and/or received from a geolocating service accessible upon connecting with one or more customer mobile phone devices A1 . . .n160, information provided by the customer in a survey and/or other form or inquiry, information not provided by the customer but known, accessible, or otherwise available, for example, based on a log or history.
• In an example embodiment, customer manager106 is connected to user manager104 and business manager108. User manager104 accesses information about customers which may be stored in customer database116. User manager104 presents information to franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a, for example, as a report displayed on user console164. Business manager108 may receive inputs from customer mobile devices A1 . . .n160 transmitted by customer manager106. In a non-limiting example, business manager108 receives geolocation, natural language, and/or search criteria input by a customer into customer mobile phone devices A1 . . .n160. The input may be processed and/or formatted by customer manager106. For example, customer manager106 may transform the input into query syntax and/or provide the input directly to business manager108. For example, business manager108 may run one or more queries againstbusiness database118. Inturn business database118 may return results. Results returned bybusiness database118 may be processed for display by customer manager106 and may be arranged so as to provide information rich listings to customer mobile devices A1 . . .n160. Such information rich listings may include results filtered and sorted based on geolocation, a history associated with customer mobile devices A1 . . . n, relevance to search terms, prioritization of results based on associations or promotional agreements, and/or prediction using one or more algorithms such as, for example, a Bayesian algorithm. Data structures output by business manager108 may be displayed by a native application or web application.
• In an example embodiment, system components ofserver102 may be coupled to and/or accessed by each other. For example, data from each database may be accessed by each manager onserver102. Furthermore, user database114,business database118, and customer database116 may be linked or otherwise communicatively coupled to allow for searching and asset management across the broader architecture ofrequest management system150. Moreover, queries may be cached in readily accessible storage, for example, to provide optimization for routinely run queries. Caches may be localized throughout the architecture ofrequest management system150 based, for example, on available memory.
• (b) Receiving Requests from a Customer Mobile Device
• FIG. 2A illustrates anexample search interface200 useful for receiving a location selection from customer mobile devices A1 . . .n160. In an example embodiment,search interface200 comprises aglobal navigation bar202, anavigation pane214, and adisplay area220.Navigation pane214 may be minimized, for example, to provide additional or enlarged screen space fordisplay area220.Global navigation bar202 includes controllers for accessing one or more interfaces such as ahome interface204, amessages interface206, an offersinterface208, acollections interface210, and others represented byfeature n212.Navigation pane214 may provide sub-navigation useful for accessing one or more interfaces such as, for example, aselect location interface218 andother navigation1 . . .n216.Global navigation bar202 andnavigation pane214 may be displayed in whole or in part across different interfaces. Interfaces may be supported and displayed by a native application or web application operating on customer mobile devices A1 . . .n160. An interface as used herein generally refers to a display area having one or more images or a display area having one or more images and/or one or more areas with a user-interface element or region that can be selected by a user. Interfaces may be branded or unbranded depending on a particular application or need.
• In an example embodiment, customer mobile devices A1 . . .n160 may viewselect location interface218.Select location interface218 includes asearch input element222 and asearch button224. Customer input of search terms, criteria, and/or natural language intosearch input element222 and submission thereof, for example, by executingsearch button224, in turn generates one or more requests toserver102.
• In an example embodiment,select location interface218 includes a locationsense output display226. Locationsense output display226 accesses geolocation information stored and/or requested from customer mobile devices A1 . . .n160. Locationsense output display226 may display information regarding a customer's geolocation.Location sense output226 may display a message requesting that the customer confirm the information displayed. A customer may confirm the information and/or input different parameters for determining geolocation such as, for example, a zip code, street address, city and/or state, coordinates, and other forms of geolocation such as, for example, landmarks recognizable by one or more geolocating services accessible to and/or provided byserver102.
• In an example embodiment, submission of input insearch interface200 generates one or more requests toserver102. In an example embodiment, customer manager106 receives a request based on search criteria. Customer manager106 may store information regarding the request in customer database116. Customer manager106 may process the request and/or command business manager108 to generate a query onbusiness database118. Such a query may return a listing of results based on the search criteria to business manager108 and/or customer manager106, either of which may further process and/or manipulate the results to produce information rich listings suitable for presentation onsearch interface200. Results are displayed onsearch interface200 asresults output1 . . .n234.Results output1 . . .n234 may display corresponding indicia such ascriteria1 . . .n236 useful for sorting, organizing, and/or arrangingresults output1 . . .n234. Once displayed onsearch interface200,results output1 . . .n234 may be filtered by a customer using, for example, afilter input228 to further restrictresults output1 . . .n234, for example, based on key terms which may be submitted usingfilter button230. A customer may sortresults output1 . . .n234 by one or more ofcriteria1 . . .n236 by selecting one or more options ofsort selector1 . . .n232, wherecriteria1 may correspond to sortselector1,criteria2 to sortselector2, and so on. In a non-limiting example, a customer uses the search functionality to generate a list of nearby hotels and selects a particular hotel, for example,hotel A1122.Hotel A1122 may be located where the customer is standing. For example, when the customer is standing in the lobby ofhotel A1122,hotel A1122 may appear at the top of the information rich listing becauseserver102 correctly identified the location ofhotel A1122 as the closest in proximity to the geolocation of a customer's mobile device. The customer may selectlocation A1122 or a different business location.
• FIG. 2B illustrates an example brandedinterface250 for providing a customizable brand display to a customer's mobile device A1 . . .n160. In an example embodiment, the display of brandedinterface250 reflects the specifications provided by authorized users of user console164. Such specifications may include logos, media, displays of text and/or images, and/or the look and feel of brandedinterface200.Branded interface250 includes abranding canvas252.Branding canvas252 may be configured to display information and media according to specifications provided by authorized users of user console164, for example, executive level franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a. Franchise A may, for example, have a consistent branding scheme forhotel A1122,hotel A2124, andhotel An126. In turn,hotel A1122 may have a sub-branding and/or a marketing scheme based on local attributes (e.g., resort, business). Branding schemes are specified, defined, designed, and/or modified using user console164, which provides users with one or more interfaces for providing inputs related to branding (e.g., logos, graphics, media, text, campaigns).
• In an example embodiment, the appearance of brandedinterface250 is specific to the particular business and/or business location selected by the customer when interacting withselect location interface200.Branded interface250 may include custom components such as, for example, a business An display245. Business An display245 may display a banner comprising a logo with custom information such as reference to the location of the business. Business An display245 may be customized in user console164.
• In an example embodiment brandedinterface250 includes menu options such as abrowse option256, arequest option258, alocal option260, and other options represented bymenus n262. In an example embodiment, default menu options may be automatically displayed on brandedinterface250. Custom menu options may be configured for display by adjusting settings and/or by providing input to user console164. Custom menu options may be useful for promoting a specific and/or time-limited offer. For example, a custom menu option featuring promotional materials may be displayed asmenu n262.
• In an example embodiment, upon selection of a menu option on brandedinterface250, a customer may be directed to further interfaces populated with specific options and offers. Information displayed may include listings of goods and/or services offered by the selected location, which may be particular to a business location, or may be offered by a franchise, brand, and/or local association which is part of a recommendation network.
• FIG. 2C illustrates arequest interface270 operable for receiving a request from a customer's mobile device A1 . . .n160. In an example embodiment,request interface270 includes arequest pane272.Request pane272 is displayed when a corresponding menu option such as, for example,request258, is selected.Request pane272 includes a listing component which displays one or more categories as business Anrequest types1 . . . n274. BusinessAn request types1 . . . n274 displays categories of services such as, for example, reservations and booking, room service, maid service, concierge, and/or other goods and services. Upon selection of a business Anrequest types1 . . . n274 category, sub-categories may be displayed as business Anrequest sub-types1 . . .n276. A hierarchy of categories and sub-categories may be provided depending on specifications provided in user console164. Categories and sub-categories may be configured by franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a, for example, to reflect the types of goods and/or services offered based on available staff. In an example embodiment, a general category may be selected for broad or general requests which, for example, may not be amenable to categorical description (e.g., help).
• In an example embodiment,request interface270 includes amessage input282.Message input282 is configured to receive messages input by a customer, for example, to indicate in natural language a request and/or to elaborate on requests specified using the selection of business Anrequest type1 . . . n274 and business Anrequest sub-types1 . . .n276. In an example embodiment, a message may be input without selecting a business Anrequest type1 . . . n274 and a business Anrequest sub-types1 . . .n276. By way of a non-limiting example, a customer may type into message input282 a message such as “need help cleaning up a mess,” which may be generically categorized as “Assistance” or more specifically as “Rooms & Suites” (Category) and “Cleaning Services” (Sub-Category).
• In an example embodiment,request interface270 includes a need byinput286, anoptions1 . . .n pane288, and a submitbutton290. Need byinput286 receives input from a customer indicating the date and time by which a request is requested. Need byinput286 may provide a user interface component for selecting a time from a look-up table or list of calculated estimated times for arrival based on, for example, the category selected by the customer. In an example embodiment, time intervals and/or plain language indications are listed (e.g., within one day, within the hour, by the end of the week, immediately, as soon as possible) allowing a customer to indicate whether or not a request is urgent.
• In an example embodiment,options1 . . .n pane288 may be auto-populated with options corresponding to the selected category and sub-category and/or default-populated with general inquiries related to specification of the request. Options displayed inoptions1 . . .n pane288 or associated with one or more categories may be configured by franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a, for example, to reflect options based on the availability of staff, seasonal availability, time of day, and/or other restrictions or add-ons which may arise. A customer may select one or more options displayed onoptions1 . . .n pane288 in the process of providing inputs to requestinterface270.
• In an example embodiment, a request input by a customer from a customer mobile device A1 . . .n160 may be transmitted as a request toserver102 when a submission of the request is executed by the customer. Submission of the request is effectuated by executing the request using submitbutton290. Upon submission, a data structure corresponding to customer input intorequest interface270 is transmitted toserver102 for processing.
• In an example embodiment, customer mobile device A1 . . .n160 is connected to a wireless local area network and/or telecommunications network operable to initiate and conduct phone calls.Request interface270 includes a business Ancall button284, which may be configured to dial a phone number corresponding to the selected category and/or a general help/concierge service. In an example embodiment, a directory is configured by franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140aon user console164. The directly is mapped to one or more of the categories associated with request inputs. For example, a customer selecting the “Room Service” category may be connected directly to a concierge at that particular business location by executing a call using business Ancall button284.
• (c) Queuing Requests from a Customer Mobile Device
• FIG. 3 shows anexample request structure300 for receiving and queuing requests onrequest management system150. In an example embodiment, one or more ofrequest A302,request B304, and/orrequest N306 are transmitted toserver102 for processing.
• In an example embodiment, a request transmitted from a customer mobile device A1 . . .n160 toserver102 is received by customer manager106. Customer manager106 may perform authentication. In an example embodiment, such authentication may involve confirming that the requesting customer mobile device A1 . . .n160 is associated with an existing transaction account, booking record, or other verifiable information such as, for example, by providing credentials (e.g., birthdate, social security number). In an example embodiment, authentication may include triggering an alert delivered to one or more staff members employed at the target business, providing the phone number associated with a requesting customer mobile device A1 . . .n160 and prompting the staff to make contact.
• In an example embodiment,request A302 is transmitted to business manager108 for processing. Business manager108 implements one or more business rules configured to assignrequest A302 to one or more groups, such as,group A310,group B312, and/orgroup N314. In an example embodiment, user console164 receives inputs from franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140ato configure staff assignments based on, for example, one or more request types. Request types may reflect the category and sub-category indicated in, for example,request A302.Request A302 thus includes data relating to one or more of atype302a, a date/time302b, a need byinput302c, and a set of one ormore options302d.
• In an example embodiment,request A302 is assigned to one or more groups such asgroup A310.Group A310 is associated with a queue. The queue posts alink310aand apriority indicator310b. Link310apoints to request A302 and its associated metadata.Priority indicator310breflects a priority value calculated by weighing and processing the elements ofrequest A302, which includetype302a, date/time302b, need byinput302c, andoptions302d. Business manager108 may process the elements ofrequest A302 in accordance with one or more queuing rules in order tooutput priority indicator310b. For example, a request for an airport shuttle in one week's time will be queued appropriately based on the need byinput302c, whereas an “emergency” request for clean-up services is prioritized to the front of the queue based onhigher priority indicator310bvalue.
• FIG. 3 illustrates a plurality of requests. One having skill in the relevant art(s) will understand that a single request may be processed. For purposes of illustration,request B304 includes arequest type304a, a date/time304b, a need byinput304c, and a set of one ormore options304d.Request N306 includes arequest type306a, a date/time306b, a need byinput306c, and a set of one ormore options306d. More or less data components may be included inrequest A302,request B304 and/or request N.
• FIG. 3 illustrates a plurality of groups. One having skill in the relevant art(s) will understand that only a single group may exist. For purposes of illustration,group B312 includes alink312aand apriority indicator312b.Group N314 includes alink314aand apriority indicator314b. More or less data components may be included.
• By way of a non-limiting example, franchise A configuresgroup A310 to include each staff user associated with house-keeping services to be assigned requests for towels, toiletries, and bed making requests. An association with, for example, house-keeping may be defined according to role-based criteria available to managers such as, for example, a manager user320m. Role-based definitions of staff users are associated with individual staff user accounts stored in user database114. Users may be assigned to more than one group such as, for example, overlap user320c. Overlap user320 is associated with bothgroup A310 as well asgroup B312. Thus, overlap user320 may be assignedrequest type302aandtype304a. In an example embodiment, a plurality of requests may be assigned to a particular group.Request A302 andrequest B304 may be assigned togroup A310, for example, in the event thatgroup B312 is unavailable (e.g., after hours of operation).
• In an example embodiment, a request may be assigned to a plurality of groups. In an example embodiment,request N306 may be assigned togroup N314 as well asgroup B312, for example, in the event that requesttype306arequires a large staff. Franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140amay configure, re-configure, adjust, or modify categories of requests, associations between categories and request types, role-based definitions of staff users, associations between request types and roles, associations between staff users and groups, associations between staff users and request types, and/or associations between request types and groups. In an example embodiment, hotel A1 . . . An users120aincludes manager user320m. Manager user320minputs configurations into user console164.
• In an example embodiment, a configuration assigning request types to groups and mapping groups to individual staff users is translated into a series of rules implemented by business manager108. Rules implementing the configuration are processed byrequest tracker112. Configurations may be stored inbusiness database118.
• In an embodiment,request tracker112 can define a set of users, each user associated with one or more groups, and define a list of request types, each request type assigned to at least one group, wherein each request type defines one or more requests receivable from a customer's mobile device.Request tracker112 then receives a request from a customer's mobile device, wherein the customer's mobile device is configured to connect to the request management system to submit one or more requests defined by the set of request types; and assigns the request received from the customer to one or more groups assigned to fulfill the request type that includes the received request. Once the request is fulfilled,request tracker112 can close the request in the request management system and sending a notification of completion to the customer's mobile device.
• Request tracker112 in assigning requests to groups can also select a group to handle the request based on the time the request is received and the time the request will be fulfilled.Request tracker112 can also assign the request to a particular user of the one or more groups assigned to the request type and track the user's fulfillment of the request for example based on a determination of the duration between assigning the request to the particular user and fulfillment of the request.
• Request tracker112 can also assign the request to groups having different users and track partial fulfillment of the requests. For example,request tracker112 can assign a request to a first user of a first group, track the first user's partial fulfillment of the request, assign the partially fulfilled request to a second user of a second group, and track tracking the second user's fulfillment of the request.
• Request tracker112 can also receive one or more feedback messages from the customer's mobile device and associate the feedback messages with the request in the request management system.
• In an example embodiment, queued action items associated with a given group are aggregated into a feed. Feeds contain a prioritized queue of requests which may be coded for a status such as, for example, “hold,” “unclaimed,” “pending,” and “complete.” In an example embodiment, staff users associated with a particular group may be automatically subscribed to a feed associated with that group. For example, staff user320a, overlap user320c, and floater user320dare associated withgroup A310 and are subscribed to a feed generated byrequest tracker112 which aggregates requests, incorporating the application of rules by business manager108, to deliver targeted feeds listing requests and including a link to the original request. In an example embodiment,request A302 is routedgroup A310 according to rules and processes implemented by business manager108,group A310 encodes link310aandpriority310b, and queues the request inbusiness database118. In an example embodiment,request handler182 can make requests available to staff users who may view request feeds on user mobile devices B1 . . .n162. Each staff user's individual account may include configurations for automatically subscribing each staff user to feeds corresponding to the groups to which they have been assigned.Request handler182 can also select and make requests based on a request type and a defined associated of a staff user to particular request type. In this way, a staff user (such as a housekeeping team member charged with housekeeping) receives requests having a request type associated with housekeeping. Alternatively,request handler182 can also select and make all requests available and provide request status and request type information so that a staff user can select an appropriate request to handle.
• FIG. 4A is a flow diagram illustrating amethod400 for receiving and queuing requests usingrequest management system150, according to an example embodiment.
• Method400 begins atstep410, where a connection is established between one or more business entities and a customer's mobile device. A connection may be established automatically and/or by logging in to an account. For example, customermobile device A1160 can launch automatically or in response to a userselection concierge agent161 to connect withserver102.
• In an example embodiment, instep410, customer mobile devices A1 . . .n160 may connect to sever102.Server102 is connected to one or more business users, such as, franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a. Business users connect toserver102 and may input, modify, and/or design offers and promotions using user console164.Server102 may also be connected to one or more user mobile devices B1 . . .n162.
• In an example embodiment, instep420, information is obtained about the location of the customer's mobile device. Data relating to the location of customer mobile devices A1 . . .n160 may be obtained from a geolocating service and/or location data accessible toserver102. Location information may be input by the customer. Customer manager106 is configured to receive information about the location of customer mobile devices A1 . . .n160. In an example embodiment, location information associated with customer mobile devices A1 . . .n160 is stored in customer database116. Alternatively, businesses may choose to opt-out and not store or collect location information on customers or to do so only have receiving confirmation or acceptance from customers.
• In an example embodiment, instep430, one or more sets of data describing goods and/or services currently offered by a particular business location are provided to the customer's mobile device. In an example embodiment, customers may select a particular business location prior toserver102 providing one or more sets of data describing goods and/or services currently offered. In an example embodiment, determining the location of customer mobile devices A1 . . .n160 causes business manager108 to automatically select the target business such as, for example, based on the instant location of customer mobile device A1 (e.g., in the lobby of a particular hotel).
• In an example embodiment, instep440, one or more requests for a good and/or service offered by a particular business location is received from the customer's mobile device. Business users such as franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140apopulate and/or input offers for goods and/or services into user console164. User console164 communicates output from offer and promotion design workflow to user manager104. Inventories of goods and/or services may be stored in user database114. One or more inventories may be associated with a particular business user and/or association of businesses.
• In an example embodiment, a customer selects one or more categories of requests displayed onrequest interface270 as business Anrequest types1 . . . n274 and business Anrequest sub-types1 . . .n276. Categories may be provided depending on specifications provided by business users on user console164 to reflect, for example, types of goods and/or services offered based on, for example, available staff, goods and/or services listed in an inventory stored in user database114. In an example embodiment, a customer inputs a request intorequest interface270 by providing a request asmessage input282, need byinput286, and one ormore options1 . . .n pane288.
• In an example embodiment, a request input by a customer from a customer mobile device A1 . . .n160 may be transmitted as a request toserver102 when a submission of the request is executed by the customer. Submission of the request is effectuated by executing the request using submitbutton290. Upon submission, a data structure corresponding to customer input intorequest interface270 is transmitted toserver102 for processing.
• In an example embodiment, instep450, the request is added to a queue associated with one or more groups assigned to fulfill the request. A request transmitted from a customer mobile device A1 . . .n160 toserver102 is received by customer manager106. Customer manager106 may perform authentication. In a non-limiting example,request A302 is transmitted to business manager108 for processing. Business manager108 assignsrequest A302 to one or more groups, such as,group A310, based on the request type.
• In an example embodiment,group A310 is associated with a queue. The queue posts link310aandpriority indicator310bas an item, task, and/or action item associated withrequest A302. Link310apoints to request A302 and associated metadata.Priority indicator310breflects a priority value. In an example embodiment, the combination of, for example, link310aandpriority indicator310bcomprise an item, task, and/or action item which is queued for fulfillment by, for example,group A310.
• Further examples of display interfaces and data flows that can be used in queuing requests are described below and are not intended to limitmethod400.
• (d) Handling Requests from a Staff User Mobile Device
• FIG. 2D illustrates an example brandedinterface290 for providing a customizable brand display to a staff user's mobile device A1 . . .n162. In an example embodiment, the display of brandedinterface290 reflects the specifications provided by authorized users of user console164. Such specifications may include logos, media, displays of text and/or images, and/or the look and feel of brandedinterface290.Branded interface290 includes abranding canvas252.Branding canvas252 may be configured to display information and media according to specifications provided by authorized users of user console164, for example, executive level franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a. In this case, compared toFIG. 2B the branding and content may be selected to be fitted for a staff user audience rather than a customer. Franchise A may, for example, have a consistent branding scheme forhotel A1122,hotel A2124, andhotel An126. In turn,hotel A1122 may have a sub-branding and/or a marketing scheme based on local attributes (e.g., resort, business). Branding schemes are specified, defined, designed, and/or modified using user console164, which provides users with one or more interfaces for providing inputs related to branding (e.g., logos, graphics, media, text, campaigns).
• In an example embodiment, a global navigation bar292 includes controllers for accessing one or more interfaces such as ahome interface204, arequests interface206, an offersinterface208, acollections interface210, and others represented byfeature n212. Global navigation bar292 may be displayed in whole or in part across different interfaces. Interfaces may be supported and displayed by a native application or web application such asconcierge staff agent163 operating on staff user mobile devices A1 . . .n162. The operation of requests interface206 and other interfaces and displays output byconcierge staff agent163 to help a staff user fulfill requests and respond to alerts are described further below.
• In an example embodiment, the appearance of brandedinterface290 is specific to the particular business and/or business location selected by the staff user when interacting with aselect location interface200.Branded interface290 may include custom components such as, for example, a business An display245. Business An display245 may display a banner comprising a logo with custom information such as reference to the location of the business. Business An display245 may be customized in user console164.
• In an example embodiment brandedinterface290 includes menu options such as abrowse option256, arequest option258, alocal option260, and other options represented bymenus n262. In an example embodiment, default menu options may be automatically displayed on brandedinterface290. Custom menu options may be configured for display by adjusting settings and/or by providing input to user console164. Custom menu options may be useful for promoting a specific and/or time-limited offer. For example, a custom menu option featuring promotional materials may be displayed asmenu n262.
• In an example embodiment, upon selection of a menu option on brandedinterface290, a staff user may be directed to further interfaces populated with specific options and offers. Information displayed may include listings of goods and/or services offered by the selected location, which may be particular to a business location, or may be offered by a franchise, brand, and/or local association which is part of a recommendation network.
• FIG. 4B is a flow diagram illustrating amethod400B for enabling staff users to handle queued requests usingrequest management system150, according to an example embodiment (steps455-490).
• Method400B begins atstep455, where a connection is established between one or more business entities and a staff user'smobile device162. A connection may be established automatically and/or by logging in to an account. For example, customermobile device B1162 can launchconcierge staff agent163 automatically or in response to a staff user selection to connect withserver102.
• In an example embodiment, instep455, user mobile devices B1 . . .n162 used by staff users may connect toserver102.Server102 is connected to one or more business users, such as, franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a. Business users connect toserver102 and may input, modify, and/or design offers and promotions using user console164.Server102 may also be connected to one or more customer mobile devices A1 . . .n160.
• In an example embodiment, instep457, information is obtained about the location of the staff user's mobile device. Data relating to the location of staff user mobile devices B1 . . .n162 may be obtained from a geolocating service and/or location data accessible toserver102. Location information may be input by the staff user as well. User manager104 is configured to receive information about the location of staff user mobile devices B1 . . .n162. In an example embodiment, location information associated with staff user mobile devices B1 . . .n162 is stored in customer database116. Alternatively, businesses may choose to opt-out and not store or collect location information on staff users or to do so only have receiving confirmation or acceptance from staff users.
• In an example embodiment, instep460, one or more sets of data describing requests associated with a respective staff user are provided to the staff user'smobile device162.Concierge staff agent163 can then render for display one or more interfaces that allow a staff user to fulfill requests. For example, a brandedinterface290 can be displayed having aRequests button296 that allow a staff user to input a selection to handle outstanding requests (such as queued requests described above with respect toFIG. 3).
• Server102 (and in particular request handler182) then receives an indication that a staff user mobile device has requested handling of outstanding customer requests. (step470).
• Request handler182 then processes queued requests stored inbusiness database118 according to one or more handle request selections made by staff users at user mobile devices162 (step480). For example,request handler182 can obtain data relating to one or more queued requests and send the data to a usermobile device162 in response to requests made byconcierge staff agent163.Concierge staff agent163 can render the received data relating to queued requests fromrequest handler182 in one or more branded or unbranded interfaces to enable a staff user to fulfill the queued requests for customers.Request handler182 can provide data relating to queued requests including but not limited to, request status, request type, request priority, request viewed or unviewed information, count, metadata, categories, groups, sub-categories, or other data. Data to facilitate rendering such as images, themes, color attributes, user interface elements, descriptive text, menus, or other attributes can be provided as well. In one example,concierge staff agent163 can re-skin and output new interfaces for display using a framework or template based on the received data and associated graphical attributes or user-interface elements.
• FIG. 4C shows an example method for processing queued requests instep480 in further detail (steps482-488). First, queued request summary information including request status and request type information is provided byrequest handler182 at server103 toconcierge staff agent163 at staff usermobile device162 in response to one or more staff user selections (step482). In one embodiment, request status can include different stages relating to handling of a queued request. These stages can be include but are not limited to approval, pending, accepted, and closed. Request type can be any information relating to a type of request. Types of requests can include but are not limited to any request relating to a concierge or hospitality service, such as, reservations & booking help, requests for towels, coffee, shampoo & conditioner, other supplies, valet, maintenance, nearby restaurant information, complaints, or other requests. Data on images, descriptive text, graphical attributes, user interface elements or data structures can also be provided to facilitate display of interface(s) to a staff user byconcierge staff agent163. Viewing summary request information can allow a staff user with a usermobile device162 to quickly identify or assess the relative volume of requests at different stages, relative counts of different request types, and/or identify whether requests have been viewed previously through one or more branded or unbranded interfaces output byconcierge staff agent163.
• Data can also be sent fromrequest handler182 toconcierge staff agent163 to enable a staff user to view particular requests grouped by request status and request type (step484), to enable a staff user to change a particular request status (step486), and/or to enable a staff user handling a request to input a message to a customer (step488). Instep484,request handler182 can select and make requests frombusiness database118 based on a request type and a defined association of a staff user to particular request type. In this way, a staff user (such as a housekeeping team member charged with housekeeping) receives requests having a request type associated with housekeeping. Alternatively,request handler182 can also select and make all requests available and provide request status and request type information so that a staff user can select an appropriate request to handle.
• As mentioned before, data on images, descriptive text, graphical attributes, user interface elements or data structures can also be provided to facilitate display of branded or unbranded interface(s) to a staff user byconcierge staff agent163.
(e) Alert Generation
• In a further feature,method400B further provides alert data to a staff usermobile device162 when alert criteria is triggered for one or more pending requests (step490). For example,alert generator184 monitors queued pending requests and determines when alert criteria have been met. Such alert criteria can include but is not limited to a time duration in which a request has been pending or remains incomplete, thresholds for a number of pending requests in total or by group or category of request, a ratio of a number of pending requests in total or by group or category of request to a number of available staff users, or a priority value. For example,alert generator184 can obtain alert data relating to one or more queued requests and push the alert data to a usermobile device162.Concierge staff agent163 can render the received alert data in one or more branded or unbranded interfaces to notify a staff user.FIG. 12A shows an example of an alert interface displayed byconcierge staff agent163 when a customer request (such as a hotel guest request) has been incomplete for more than 30 minutes. This alert display can include a user interface element (such as an OK button) for a staff user to select to acknowledge viewing of the alert (FIG. 12B).
• Further examples of interfaces and data flows to handle requests which are not intended to limitmethod400 are described below with respect toFIGS. 6-11. Next, a feature relating to providing a customizable brand display is discussed in further detail with respect toFIG. 5.
(f) Providing a Customizable Brand Display on a Customer Mobile Device
• FIG. 5 is a flow diagram illustrating a method for providing a customizable brand display to the customer's mobile device based on settings configured by a business user, according to an example embodiment.
• Method500 begins atstep510, where a geolocation associated with a customer's mobile device is processed. Customer manager106 may collect or receive location data from customer mobile devices A1 . . .n160 such as, for example, geolocation and/or data accessible to a server connected to a mobile client. In an example embodiment, customer database116 stores customer data such as, for example, a location provided by customers operating customer mobile devices A1 . . .n160, a location sensed and/or received from a geolocating service accessible upon connecting with one or more customer mobile phone devices A1 . . .n160, information provided by the customer in a survey and/or other form or inquiry, information not provided by the customer but known, accessible, or otherwise available, for example, based on a log or history.
• In an example embodiment, customer manager106 communicates the geolocation associated with, for example, customermobile device A1160, to business manager108. Business manager108 may perform one or more queries againstbusiness database118.Recommendation engine110 may apply additional characterization, filtering, and sorting of results generated bybusiness database118.Recommendation engine110 may generate query syntax reflecting a decision tree of criteria and prioritization based on, for example, proximity of location, relevance to search terms input or deduced from context triggers, partnerships or promotional agreements, such as those reflected by association with the recommendation network, and/or prediction using one or more algorithms.
• In an example embodiment, instep520, a list of one or more business locations within a serviceable distance of the mobile device's geolocation is generated. Business manager108 may output an information rich listing based on, for example, proximity to a customer's geolocation, recommended businesses, and/or other criteria. Listings may be filtered, sorted, and/or arranged by customer manager106.
• In an example embodiment, instep530, the list of business locations is provided to the customer's mobile device. Customer manager106 posts and/or pushes the listing to customer mobile devices A1 . . .n160. The listing may be displayed by a native application and/or web application operating on customer mobile devices A1 . . .n160. In an example embodiment, results are displayed onsearch interface200 asresults output1 . . .n234.Results output1 . . .n234 display corresponding indicia such ascriteria1 . . .n236 useful for sorting, organizing, and/or arrangingresults output1 . . .n234.Results output1 . . .n234 may be filtered by a customer using, for example, afilter input228.
• In an example embodiment, instep540, a selection, selecting a particular business location from the list of businesses, is received from the customer's mobile device. The customer selects a particular business location by selecting the corresponding item on the information rich listing, the selection generating a corresponding request toserver102.
• In an example embodiment, instep550, a customizable brand display is provided to the customer's mobile device based on settings configured by a business user. Display of brandedinterface250 reflects the specifications provided by authorized users of user console164.Branding canvas252 is configured to display information and/or media according to specifications provided by users of user console164, for example, executive level franchise A and hotel A1 . . . An users120a, franchise B and restaurant B1 . . . Bn users130b, and/or business C1 . . . Cn users140a. The appearance of brandedinterface250 is specific to the particular business and/or business location selected by the customer when interacting withselect location interface200.Branded interface250 may include custom components such as, for example, a business An display245. Business An display245 may display a banner comprising a logo with custom information such as reference to the location of the business. Business An display245 may be customized in user console164.
• (g) Example Interfaces for Queuing and Processing Requests from a Customer
• FIGS. 6A-10PP show further embodiments relating to queuing requests from a customer and to handling the requests so that staff users may fulfill the requests as described earlier with respect toFIGS. 1A-4C. In particular, specific examples of interfaces that may be output byconcierge agent161 for a customer making a request for a concierge or hospitality service are described with respect toFIGS. 6A-6B, 7A-7L, 8A-8B,9A-9D,10I,10J,10N,10X,10EE,10FF,10JJ,10OO, and10PP (an example label directed to a trademark CONNECT by Monscierge Inc. of Oklahoma City, Okla. is included to show these examples may be displayed by concierge agent161). Specific examples of interfaces that may be output byconcierge staff agent163 for a staff user fulfilling a request for a concierge or hospitality service and respond to an alert are described with respect toFIGS. 10A-H,10K-10M,10O-10W,10Y-10Z,10AA-10DD,10GG-10II,10KK-10NN, and12A-12B (an example label directed to a trademark CONNECT STAFF by Monscierge Inc. of Oklahoma City, Okla. is included to show these examples may be displayed by concierge staff agent163). These examples are illustrative and not intended to be limiting.
• FIG. 6A shows an example of a brandedinterface600 that may be displayed by aconcierge agent161 on customer mobile device A1 customized for a hotel and/or franchise according to the location information. In particular, this an example of a Home Page where users (e.g, customers such as hotel guests) press the Requests button inmenu654 to submit a request. In one example,concierge agent161 can re-skin and output new interfaces for display using a framework or template based on received data and associated graphical attributes or user-interface elements.
• Aglobal navigation bar602 has interfaces allowing a customer to select Home, Messages, Offers and Collections.Branded interface600 includes anavigation pane614 alongside abusiness display650. Below this abranding canvas652 for a business associated with the location information is displayed. A set ofmenu options654 has interfaces allowing a user to select Hotel Info, Requests, Local, Reservations, Transportation and Menus. Another brandedinterface656 allows a user to access information for a related franchise orenterprise656.FIG. 6B shows the Home Page branded interface ofFIG. 6A where the Request button is pressed by a user. Examples where a user makes requests for shampoo & conditioner, towels, and valet service are now discussed.
• FIG. 7A shows a Guest Services interface showing a display page where after pressing the Requests button, users are brought.FIG. 7B shows a continuation of the Guest Services page shown inFIG. 7A visible in response to a user scrolling.FIG. 7C shows the Guest Services page where a Shampoo & Conditioner button is pressed by user to make a particular request.FIG. 7D shows the Guest Services: Shampoo & Conditioner page with a text input element where users are given the option to enter instructions about their shampoo & conditioner request.FIG. 7E shows the Guest Services: Shampoo & Conditioner page where text is entered into a Special Instructions box.FIG. 7F shows the Guest Services: Shampoo & Conditioner page where after text is entered, a Done button is pressed.
• FIG. 7G shows a Guest Services: Shampoo & Conditioner page where after pressing done shown inFIG. 7F, users are brought to this page to enter their name, room number, and checkout date.FIG. 7H shows the Guest Services: Shampoo & Conditioner page where text is entered into the Guest Name box.FIG. 7I shows the Guest Services: Shampoo & Conditioner page where text is entered into the Room Number box.FIG. 7J shows the Guest Services: Shampoo & Conditioner page where entering the checkout date defaults to the current date.FIG. 7K shows the Guest Services: Shampoo & Conditioner page where the user is changing the checkout date.
• FIG. 7L shows the Guest Services: Shampoo & Conditioner page where after entering the information, users press the Done button at the top right.Concierge agent161 then processes the entered information and sends it toserver102 for tracking byrequest tracker112.
• In another example, a user can request towels usingconcierge agent161.FIG. 8A shows a Guest Services page where the Towels button is pressed.FIG. 8B shows a Guest Services: Towels page where guests are given the option to enter details about their towel request (e.g., quantity, color, requested for data and time). Users may then brought to a page where they enter their name, room number, and check-out date as described earlier.
• In another example, a user can request valet service to request his or her car usingconcierge agent161.FIG. 9A shows a Guest Services page where the Valet button is pressed.FIG. 9B shows a Guest Services: Valet page where the guests enter the time they would like the Valet to bring their vehicle.FIG. 9C shows a Guest Services: Valet page where the guests enter their valet ticket number.FIG. 9D shows a Guest Services: Valet page where after guests enter in the request details, they hit Next. They may then are then brought to the page where they enter their name, room number, and check-out date.
• Further examples of interfaces that may be output byconcierge staff agent163 for a staff user fulfilling a request for a concierge or hospitality service and respond to an alert are described.FIG. 10A shows a Staff: Home Page which resembles the guest-facing Home Page. Instead of a Messages button at the bottom, there is a Requests button.FIG. 10B shows the Staff: Home page where staff can click on either the main Requests button on the home page (seen here) or the Requests button at the bottom.
• FIG. 10C shows the Staff: Requests page where staff can see requests by category of status: Approvals, Pending, Accepted, and Closed. Each status category then breaks down by request type. The numbers in parentheses represent the number of requests that have not been viewed in that category. The number on the right represents the total requests in that category that have been viewed.
• FIG. 10D shows a Staff: Home Page where the Approvals category is broken down by request type.FIG. 10E shows a Staff: Requests: Approvals: Shampoo & Conditioner page where after choosing the desired request type, staff can choose which request to manage. To interact with the request, staff can slide the request to the right to see options. They can also click on the request to interact with it.
• FIG. 10F shows the Staff: Requests: Approvals: Shampoo & Conditioner page where if guests slide the request to the right, they are given these options: Approve, Deny, and Block. Approval will send the request to the approvals list for further management. Denying or Blocking the request will take the request off.
• FIG. 10G shows the Staff: Requests: Approvals: Shampoo & Conditioner:Room517 page where after clicking on the request, staff are brought to this screen. They can message the guest if they'd like. They're also given the options at the top: Approve, Deny, Block. If they approve the request, it becomes a pending request. If it is denied, the guest receives a message saying it's denied and the request becomes closed. Blocked prevents future requests from coming through.
• FIG. 10H shows the Staff: Requests: Pending: Shampoo & Conditioner:Room517 page where after a staff member approves the request either using an Approve button, the request moves from the Approvals list to Pending. Once a guest's request has been approved, any further requests from the same guest will not require approval.
• On the user side,FIG. 10I shows a Guest Services page where guests see their request status after it is made. They can click on it to see messages relating to the request.FIG. 10J shows a Guest Services: My Requests page where guests can see messages relating to their request as it happens. They can also send messages.
• Back to the staff side,FIG. 10K shows a Staff: Requests: Pending: Shampoo & Conditioner:Room517 page where by clicking Edit at the top right gives staff the option to set an estimated time (ETA) for completing the guest request.FIG. 10L shows the Staff: Requests: Pending: Shampoo & Conditioner:Room517 page where the ETA options are in 5 minute intervals. Staff scroll through the options, then click Done.FIG. 10M shows the Staff: Requests: Pending: Shampoo & Conditioner:Room517 page where after the ETA is changed, a message is sent notifying the guest.
• In this way on the user side,FIG. 10N shows the Guest Services: My Requests page where guests see the status of their request as updates are made. They have the option to have a pop-up notification each time the request has an update.
• For staff,FIG. 10O shows Staff: Requests page where after the request is approved, it is found in the Pending requests list.FIG. 10P shows a Staff: Requests: Pending: Shampoo & Conditioner page where after clicking on the specific request type, in this case Shampoo & Conditioner, staff are brought to the pending requests for that type.
• FIG. 10Q shows the Staff: Requests: Pending: Shampoo & Conditioner page where staff can slide a specific request to the right to view options: Accept, Forward, or Follow.FIG. 10R shows the Staff: Requests: Pending: Shampoo & Conditioner page where if a staff member accepts the request, it will turn green, the Accepted Request color, and the guest will get a notification of the accepted request (seen at the top).
• FIG. 10S shows the Staff: Requests: Pending: Shampoo & Conditioner page where if staff don't slide the request to the right to see options, they can click on it to see messages and options.FIG. 10T shows the Staff: Requests: Pending: Shampoo & Conditioner:Room517 page where after a staff member clicks on a request, they are brought to this screen where they can message with the guest or choose the options above the message box.
• FIG. 10U shows the Staff: Requests: Pending: Shampoo & Conditioner: Room517: Forward page where staff have the option to forward a request to a certain group.FIG. 10V shows the Staff: Requests: Pending: Shampoo & Conditioner: Room517: Forward page where, in this case, in response to thisselection request handler182 will forward the request to the Front Desk group to take care of the Shampoo and Conditioner request.
• FIG. 10W shows the Staff: Requests: Pending: Shampoo & Conditioner:Room517 page where after a request is forwarded, a message is sent notifying all staff and the guest that it was forwarded.
• For a user,FIG. 10X shows the Guest Services: My Requests page where the guest can see that the request was forwarded.
• FIG. 10Y shows the Staff: Requests: Pending: Shampoo & Conditioner: Room517: Message page, where if a staff member wants to send a message to the guest, they click in the Message box, and the keyboard pops up.
• Accepted requests processing will be discussed next.FIG. 10Z shows the Staff: Requests page where after a request is Accepted, it is found in the Accepted Requests list.FIG. 10AA shows the Staff: Requests: Accepted: Shampoo & Conditioner page showing the Accepted Requests list. In the same manner as all the other stages, staff can slide a specific request to the right to see options, or they can click on it to see the messages and options.
• FIG. 10BB shows the Staff: Requests: Accepted: Shampoo & Conditioner page where this is what it looks like when a staff member slides the request to the right. Here, they can close, forward, or follow the request.
• FIG. 10CC shows the Staff: Requests: Accepted: Shampoo & Conditioner page where if guests would rather click on the request (seen here in highlight), it will bring them to the screen seen inFIG. 10DD.
• FIG. 10DD shows the Staff: Requests: Accepted: Shampoo & Conditioner:Room517 page where when staff click on the request, they are brought to this screen. Like the others, they can send a message or choose from the options at the top: Close, Forward, Call, and more.
• For users,FIG. 10EE shows the Guest Services page where guests see in Connect that their request has changed to green (or other color or indication), meaning it has been accepted.FIG. 10FF shows the Guest Services: My Requests page where the guest can see a message letting them know that the request was accepted.
• Back to staff,FIG. 10GG shows the Staff: Requests: Accepted: Shampoo & Conditioner: Room517: Message page where staff can send a message by clicking in the Message box.
• FIG. 10HH shows the Staff: Requests: Accepted: Shampoo & Conditioner: Room517: Message page where if a staff member completes the request, for example, they can message to the guest and others that it has been completed.
• FIG. 10II shows the Staff: Requests: Accepted: Shampoo & Conditioner:Room517 page where the message sent shows up in the message box, and it is sent to the guest. From this screen, staff also have the options at the top. They can choose to close the request, but they can also do this using other options. Once again a user can see as shown inFIG. 10JJ a Guest Services: My Requests page where the guest is sent the message that the request has been completed.
• FIG. 10KK shows the Staff: Requests page where once the request has been closed, it will be found in the Closed list.
• FIG. 10LL shows the Staff: Requests: Closed: Shampoo & Conditioner page where staff can look at the closed requests by category. They can move the list up and down by touching and moving it in the direction they want. When staff click on the request, they are brought to the message screen shown inFIG. 10MM.
• FIG. 10MM shows the Staff: Requests: Closed: Shampoo & Conditioner:Room517 page where at the message screen, staff can see the entire history of the request. They can use the options at the top or send a message to the guest. This is also where they can see any messages the guest has sent. If staff hit the More button, they will see the options shown inFIG. 10NN.FIG. 10NN shows the Staff: Requests: Closed: Shampoo & Conditioner:Room517 page where the extended options shown here are what is displayed when staff press the More button.
• Back to the user experience,FIG. 10OO shows the Guest Services page where after the request is closed, guests will see the color changed to blue (or other color or indication).FIG. 10PP shows the Guest Services: My Requests page where when the guest clicks on the request, they can see a message that it is closed along with all the steps before its completion.
• (h) Example Data Flow for Queuing and Processing Requests from a Customer
• Examples of data flow for data requests and responses between a customermobile device160 runningconcierge agent161 andserver102 are described with respect toFIGS. 11A-11C.
• As shown inFIG. 11A, customermobile device A1160 can launchconcierge agent161 which sends a get hotel request along with the location information to server102 (step1100). In response,server102 with customer manager106 and/or business manager108 processes the data request and returns a data package having data (such as name, theme color, and other data) that defines branded interface600 (step1102). Data can be accessed from customer database116 and/orbusiness database118. A customer can select an interface which turn causes additional requests to get more information to be sent toserver102 and corresponding to data package to be sent back. As shown inFIG. 11A, a customer may select Hotel Info which causes a get hotel information request to be sent (step1104), and a corresponding amenities data package with hotel amenity details to be sent back (step1106). A customer may further select a particular amenity which causes a get amenity details request to be sent (step1108), and a corresponding amenity detail data package to be sent back (step1110). Data making up the returned data packages can be accessed from customer database116 and/orbusiness database118.
• FIG. 11B shows further examples of data flow where a customer selects Local on brandedinterface600 which turn causes additional requests to get more information to be sent toserver102 and corresponding to data package to be sent back (steps1112-1124). A customer may select Local which causes a get local information request to be sent (step1112), and a corresponding local data package with local information including an option for a recommendations interface to be sent back (step1114). A customer may further select recommendation which causes a get recommendation request to be sent (step1116), and a corresponding recommendation data package to be sent back (step1118). Further selection can be made to get enterprise information (steps1118,1122) and receive corresponding data packages (steps1120,1124). Data making up the returned data packages can be accessed from customer database116 and/orbusiness database118.
• FIG. 11C shows further examples of data flow.Concierge agent161 for example may render a display page oncustomer device160 with a request interface (step1130). Such a page can be for example any one or more of the interfaces or pages described above for a user or customer to select or input a request. This cause a get request to be sent toserver102 and a corresponding data package to be sent back (steps1132 and1134). Additional display pages can be rendered based on the returned data package (step1136). Data making up the returned data package can be accessed from customer database116 and/orbusiness database118 depending on the request made instep1132.
• Examples of the data flow for data requests and responses between a usermobile device162 runningconcierge staff agent163 andserver102 are described with respect toFIG. 11D.FIG. 11D shows further examples of data flow.Concierge agent163 for example may render a display page onstaff user device162 with a request interface (step1140). Such a page can be for example any one or more of the interfaces or pages described above for a staff user or customer to select to handle an outstanding request. This cause a get request to be sent toserver102 and a corresponding data package to be sent back (steps1142 and1144). Additional display pages can be rendered based on the returned data package (step1146). Data making up the returned data package can be accessed from user database114 and/orbusiness database118 depending on the request made instep1142.
• According to a feature, these data flows involving repeated get request and sendresponses concierge agent161 andconcierge staff agent163 to take advantage of updated data in the user database114, customer database116, and/orbusiness database118. In an example,concierge agent161 andconcierge staff agent163 can then be more lightweight and not a large enterprise software components. These examples are illustrative and not intended to be limiting.
(i) Example Computing Devices
• Various embodiments can be implemented, for example, using one or more computing devices. A computing device can be any type of device having one or more processors. For example, a computing device can be a workstation, mobile device (e.g., a mobile phone, personal digital assistant, tablet or laptop), computer, server, computer cluster, server farm, game console, set-top box, kiosk, embedded system, computer system such ascomputer system1300, or other device having at least one processor and memory.
• Customermobile devices160 and usermobile devices162 can each be implemented for example on a mobile computing device including but not limited to a mobile phone, personal digital assistant, tablet or laptop, game console, set-top box, embedded system or other device having at least one processor and memory.Concierge agent161 andconcierge staff agent163 can be implemented in software, firmware, hardware, or a combination thereof.
• User console104 andserver102 including request management system150 (with its components user manager104, business manager108, and customer manager106) likewise can be implemented on one or more computing devices at the same or different locations.Server102 including request management system150 (with its components user manager104, business manager108, and customer manager106) for example can be implemented on a computer cluster or a server farm on different computing devices over a cloud, and can each have their functionality distributed across different computing devices depending upon a particular implementation.
• Similarly, user database114, customer database116, andbusiness database118 can be stored on any type of storage device including, but not limited to, memory. In one example, user database114, customer database116, andbusiness database118 can each be a database in structured memory, such as, a relational database stored in persistent memory on one or more devices at the same or different locations. User database114, customer database116, andbusiness database118 can also be stored over a network at different locations and/or in computing cloud.
• Various embodiments can be implemented, for example, using one or more well-known computer systems, such ascomputer system1300 shown inFIG. 13.Computer system1300 can be any well-known computer capable of performing the functions described herein, such as computers available from International Business Machines, Apple, Sun, HP, Dell, Sony, Toshiba, etc.
• Computer system1300 includes one or more processors (also called central processing units, or CPUs), such as aprocessor1304.Processor1304 is connected to a communication infrastructure orbus1306.
• Computer system1300 also includes user input/output device(s)1303, such as monitors, keyboards, pointing devices, etc., which communicate with communication infrastructure606 through user input/output interface(s)1302.
• Computer system1300 also includes a main orprimary memory1308, such as random access memory (RAM).Main memory1308 may include one or more levels of cache.Main memory1308 has stored therein control logic (i.e., computer software) and/or data.
• Computer system1300 may also include one or more secondary storage devices ormemory1310.Secondary memory1310 may include, for example, ahard disk drive1312 and/or a removable storage device or drive1314.Removable storage drive1314 may be a floppy disk drive, a magnetic tape drive, a compact disk drive, an optical storage device, tape backup device, and/or any other storage device/drive.
• Removable storage drive1314 may interact with aremovable storage unit1318.Removable storage unit1318 includes a computer usable or readable storage device having stored thereon computer software (control logic) and/or data.Removable storage unit1318 may be a floppy disk, magnetic tape, compact disk, DVD, optical storage disk, and/any other computer data storage device.Removable storage drive1314 reads from and/or writes toremovable storage unit1318 in a well-known manner.
• According to an exemplary embodiment,secondary memory1310 may include other means, instrumentalities or other approaches for allowing computer programs and/or other instructions and/or data to be accessed bycomputer system1300. Such means, instrumentalities or other approaches may include, for example, aremovable storage unit1322 and aninterface1320. Examples of theremovable storage unit1322 and theinterface1320 may include a program cartridge and cartridge interface (such as that found in video game devices), a removable memory chip (such as an EPROM or PROM) and associated socket, a memory stick and USB port, a memory card and associated memory card slot, and/or any other removable storage unit and associated interface.
• Computer system1300 may further include a communication ornetwork interface1324.Communication interface1324 enablescomputer system1300 to communicate and interact with any combination of remote devices, remote networks, remote entities, etc. (individually and collectively referenced by reference number1328). For example,communication interface1324 may allowcomputer system1300 to communicate with remote devices1328 overcommunications path1326, which may be wired and/or wireless, and which may include any combination of LANs, WANs, the Internet, etc. Control logic and/or data may be transmitted to and fromcomputer system1300 viacommunication path1326.
• In an embodiment, a tangible apparatus or article of manufacture comprising a tangible computer useable or readable medium having control logic (software) stored thereon is also referred to herein as a computer program product or program storage device. This includes, but is not limited to,computer system1300,main memory1308,secondary memory1310, andremovable storage units1318 and1322, as well as tangible articles of manufacture embodying any combination of the foregoing. Such control logic, when executed by one or more data processing devices (such as computer system1300), causes such data processing devices to operate as described herein.
• Based on the teachings contained in this disclosure, it will be apparent to persons skilled in the relevant art(s) how to make and use the invention using data processing devices, computer systems and/or computer architectures other than that shown inFIG. 13. In particular, embodiments may operate with software, hardware, and/or operating system implementations other than those described herein. This can include but is not limited
(j) Conclusion
• The Title, Summary and Abstract sections (if any) may set forth one or more but not all exemplary embodiments of the invention as contemplated by the inventor(s), and thus, are not intended to limit the invention or the appended claims in any way.
• While the invention has been described herein with reference to exemplary embodiments for exemplary fields and applications, it should be understood that the invention is not limited thereto. Other embodiments and modifications thereto are possible, and are within the scope and spirit of the invention. For example, and without limiting the generality of this paragraph, embodiments are not limited to the software, hardware, firmware, and/or entities illustrated in the figures and/or described herein. Further, embodiments (whether or not explicitly described herein) have significant utility to fields and applications beyond the examples described herein.
• Embodiments have been described herein with the aid of functional building blocks illustrating the implementation of specified functions and relationships thereof. The boundaries of these functional building blocks have been arbitrarily defined herein for the convenience of the description. Alternate boundaries can be defined as long as the specified functions and relationships (or equivalents thereof) are appropriately performed. Also, alternative embodiments may perform functional blocks, steps, operations, methods, etc. using orderings different than those described herein.
• References herein to “one embodiment,” “an embodiment,” “an example embodiment,” or similar phrases, indicate that the embodiment described may include a particular feature, structure, or characteristic, but every embodiment may not necessarily include the particular feature, structure, or characteristic. Moreover, such phrases are not necessarily referring to the same embodiment. Further, when a particular feature, structure, or characteristic is described in connection with an embodiment, it would be within the knowledge of persons skilled in the relevant art(s) to incorporate such feature, structure, or characteristic into other embodiments whether or not explicitly mentioned or described herein.
• The breadth and scope of the invention should not be limited by any of the above-described exemplary embodiments, but should be defined only in accordance with the following claims and their equivalents.

Claims (23)

1. A computer-implemented method for receiving requests using a request management system that provides an electronic concierge service and manages a concierge application instantiated for a business in a set of businesses stored in the request management system, the computer-implemented method comprising:

establishing a wireless network connection with a first mobile device;

determining a selectable set of data describing goods or services currently offered by the business, wherein the business is associated with a set of staff member accounts and a customer account for the concierge application on the first mobile device;

providing, via the wireless network connection, the selectable set of data describing the goods or services currently offered by the business to the first mobile device;

receiving, from the first mobile device, a request based on a selection from the selectable set of data;

adding the request to a queue associated with one or more groups assigned to fulfill the request based on a request type of the request;

determining a staff member account from the set of staff member accounts that is associated with the queue; and

providing the queue to the staff member account accessible from a second electronic device.

2. The compute implemented method ofclaim 1, further comprises:

determining a geolocation of the first mobile device;

generating a list of one or more businesses within a serviceable distance of the determined geolocation;

providing the list of businesses to the first mobile device; and

receiving a selection from the first mobile device selecting the business from the list of businesses.

3. The computer-implemented method ofclaim 1, further comprising:

providing to the first mobile device a customized brand display for the business based on settings configured by the business.

4. The computer-implemented method ofclaim 1, the receiving further comprising:

processing a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer account, and associated metadata.

5. The computer-implemented method ofclaim 4, wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system.

6. The computer-implemented method ofclaim 1, the adding further comprising:

identifying the one or more groups assigned in the request management system to fulfill the request type.

7. The computer-implemented method ofclaim 1, the adding further comprising:

routing the request to the queue associated with the one or more groups, wherein the groups comprise one or more staff member accounts assigned to each group in the request management system.

8. A system for receiving requests using a request management system that provides an electronic concierge service and manages a concierge application instantiated for a business in a set of businesses stored in the request management system, comprising:

a memory; and

at least one processor coupled to the memory and configured to:

establish a wireless network connection with a first mobile device;

determine a selectable set of data describing goods or services currently offered by the business in the set of businesses, wherein the business is associated with a set of staff member accounts and a customer account for the concierge application on the first mobile device;

provide, via the wireless network connection, the selectable set of data describing the goods or services currently offered by the business to the first mobile device;

receive, from the first mobile device, a request based on a selection from the selectable set of data;

add the request to a queue associated with one or more groups assigned to fulfill the request based on a request type of the request;

determine a staff member account from the set of staff member accounts associated with the queue; and

provide the queue to the staff member account accessible from a second electronic device.

9. The system ofclaim 8, wherein the at least one processor is further configured to:

determine a geolocation of the first mobile device;

generate a list of one or more businesses within a serviceable distance of the determined geolocation;

provide the list of businesses to the first mobile device; and

receive a selection from the first mobile device selecting the business from the list of businesses.

10. The system ofclaim 8, wherein the at least one processor is further configured to:

provide to the first mobile device a customizable brand display for the business based on settings configured by the business.

11. The system ofclaim 8, wherein the at least one processor when receiving is further configured to:

process a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer account, and associated metadata.

12. The system ofclaim 11, wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system.

13. The system ofclaim 8, wherein the at least one processor when adding is further configured to:

identify the one or more groups assigned in the request management system to fulfill the request type.

14. The system ofclaim 8, wherein the at least one processor when adding is further configured to:

route the request to the queue associated with the one or more groups, wherein the groups comprise one or more staff member accounts assigned to each group in the request management system.

15. A tangible computer-readable device having instructions stored thereon that, when executed by at least one computing device, causes the at least one computing device to perform operations of a request management system that provides an electronic concierge service and manages a concierge application instantiated for a business in a set of businesses stored in the request management system, the operations comprising:

establishing a wireless network connection with a first mobile device;

determining a selectable set of data describing goods or services currently offered by the business in the set of businesses, wherein the business is associated with a set of staff member accounts and a customer account for the concierge application on the first mobile device;

providing, via the wireless network connection, the selectable set of data describing goods or services currently offered by the business to the first mobile device;

receiving, from the first mobile device, a request based on a selection from the selectable set of data;

adding the request to a queue associated with one or more groups assigned to fulfill the request based on a request type of the request;

determine a staff member account from the set of staff member accounts that is associated with the queue; and

providing the queue to the staff member account accessible from a second electronic device.

16. The computer-readable device ofclaim 15, the operations further comprising:

determining a geolocation of the first mobile device;

generating a list of one or more businesses within a serviceable distance of the determined geolocation;

providing the list of businesses to the first mobile device; and

receiving a selection from the first mobile device selecting the business from the list of businesses.

17. The computer-readable device ofclaim 15, the operations further comprising:

providing to the first mobile device a customized brand display for the business based on settings configured by the business.

18. The computer-readable device ofclaim 15, the operation of receiving further comprising:

processing a message which includes the request type, a time and date of the request, a need by input value, an indication of one or more options selected by the customer account, and associated metadata.

19. The computer-readable device ofclaim 18, wherein the associated metadata includes a link and a priority indicator configured to trace requests in the request management system.

20. The computer-readable device ofclaim 15, the operation of adding further comprising:

routing the request to the queue associated with the one or more groups, wherein the groups comprise one or more staff member accounts assigned to each group in the request management system.

21. The computer-implemented method ofclaim 1, wherein the business comprises at least one of a rest stop, gas station, business which offers food, pharmacy, hospital, apartment complex, retirement home, and non-hospitality business.

22. The system ofclaim 8, wherein the business comprises at least one of a rest stop, gas station, business which offers food, pharmacy, hospital, apartment complex, retirement home, and non-hospitality business.

23. The computer-readable device ofclaim 15, wherein the business comprises at least one of a rest stop, gas station, business which offers food, pharmacy, hospital, apartment complex, retirement home, and non-hospitality business.

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