Abstract:
Systems, methods, and computer program products for providing services, and for enabling changes in the services, are described herein. The services are, for example, continuous, recurring, and/or periodic, and include utility service, periodical delivery service, insurance, etc., and combinations thereof. Customers can issue instructions to service providers (over the Internet, for example) to modify services being provided to the customer. Upon receipt of those instructions, a corresponding service provider takes appropriate action to adjust the service in accordance with the instructions. Customers may also define Service Adjustment Triggers, which specify one or more conditions and one or more changes to the service. Occurrence of the conditions results in implementation of the changes.

Description:
CROSS-REFERENCE TO RELATED APPLICATIONS  
       [0001]    This application claims priority to U.S. Provisional Application No. 60/452,063, filed Mar. 6, 2003, entitled “System, Method, And Computer Program Product For Enabling Customers To Adjust The Level Of Service Provided By Service Providers,” which is incorporated herein by reference in its entirety. 
     
    
     
       BACKGROUND OF THE INVENTION  
         [0002]    1. Field of the Invention  
           [0003]    Generally, the invention is directed to the provision of services. More particularly, the invention is directed to systems, methods, and computer program products for enabling customers to modify/adjust the level of service provided by service providers.  
           [0004]    2. Related Art  
           [0005]    Service providers provide services to customers. Generally, such services are continuous, recurring, and/or periodic, and include telephone, electricity, gas, water, Internet access, newspaper delivery, automobile insurance, cable television, etc.  
           [0006]    Conventionally, while a given service is active, the customer often has little ability to make changes to the service. The customer is capable of terminating the service, but cannot otherwise adjust or change the provision of service short of termination.  
           [0007]    Also, even when changes are possible, the customer is restricted in the way that changes can be made. For example, the customer might be able to temporarily discontinue newspaper deliver (during a vacation, for example), but only by interacting with a human operator over the telephone, or via a letter to the service provider. Such conventional means for interacting with service providers are often inconvenient, inefficient, and/or untimely, and effectively discourage customers from trying to modify the level of services provided to them.  
           [0008]    As a result, oftentimes service providers provide services to customers even though the customers are not able to use or enjoy the services. This is wasteful and costly.  
           [0009]    Therefore, what is required is a system, method and computer program product for enabling customers to more conveniently, effectively and efficiently modify the services provided to them by service providers.  
         BRIEF SUMMARY OF THE INVENTION  
         [0010]    Briefly stated, the invention is directed to a system, method, and computer program product for providing services, and for enabling changes in the services. The services are, for example, continuous, recurring, and/or periodic, and include utility service, periodical delivery service, insurance, etc., and combinations thereof.  
           [0011]    The invention allows customers to issue instructions to service providers (over the Internet, for example) to modify services being provided to the customer. Upon receipt of those instructions, a corresponding service provider takes appropriate action to adjust the service in accordance with the instructions.  
           [0012]    The invention allows customers to define Service Adjustment Triggers, which specify one or more conditions and one or more changes to the service. Occurrence of the conditions results in implementation of the changes. In particular, the invention monitors and determines whether the conditions associated with the Service Adjustment Trigger have occurred. If they have, then the changes to the service specified by the Service Adjustment Trigger are made.  
           [0013]    Service providers determine whether rate schedule charges are appropriate after a change is made to a customer&#39;s service. For example, a reduction in the level of service provided to the customer will typically result in a reduction in the rate schedule applicable to the customer (although this is implementation and service specific).  
           [0014]    In at least some instances, service providers charge a surcharge or some other fee for changing the level of a customer&#39;s service pursuant to commands and instructions of the customer. Service providers may also charge a customer when the customer defines or modifies a Service Adjustment Trigger.  
           [0015]    Further embodiments, features, and advantages of the present invention, as well as the structure and operation of various embodiments of the present invention, are described in detail below with reference to the accompanying drawings. 
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0016]    The accompanying drawings, which are incorporated herein and form part of the specification, illustrate the present invention and, together with the description, further serve to explain the principles of the invention and to enable a person skilled in the pertinent art(s) to make and use the invention.  
         [0017]    [0017]FIG. 1 is a block diagram of an environment applicable to embodiments of the invention.  
         [0018]    [0018]FIGS. 2-4 and  8  are flowcharts illustrating the operation of embodiments of the invention.  
         [0019]    [0019]FIGS. 5-7 illustrate example Service Adjustment Triggers.  
         [0020]    [0020]FIG. 9 is a block diagram of an example data processing device useful for implementing modules of the invention.  
         [0021]    [0021]FIGS. 10-13 are example graphical user interfaces (GUls) according to embodiments of the invention.  
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0022]    [0022]FIG. 1 illustrates an environment  102  according to an embodiment of the invention. In the example of FIG. 1, a number of service providers  108  provide various services to customers, such as customer  104 . Although only four service providers  108 A,  108 B,  108 C, and  108 D are shown in FIG. 1, in practice any number of service providers  108  may provide services to customer  104 .  
         [0023]    Generally, the services provided by service providers  108  include services which are continuous and/or recurring, such as newspaper and/or magazine delivery (as well as other types of subscriptions), automobile and/or home insurance (as well as other types of insurances), cable TV, electricity, gas, water (as well as other types of utilities), internet access, etc. Other types of services applicable to the invention will be apparent to persons skilled in the relevant arts based on the teachings contained herein, and are within the scope and spirit of the present invention.  
         [0024]    According to the present invention, the customer  104  may directly or indirectly access and interact with the service providers  108 . In an embodiment, such access is achieved through communication means and methods that do not require the customer  104  to interact with human operators (although embodiments of the invention do not prohibit the customer from interacting with human operators, at least during some operational stages of the invention). Communication means and methods applicable for use with the invention include any type of communication network, such as the Internet  106 . Other forms and methods of communication are possible, including dial-up computer connection, wired and/or wireless connections, communication via cell phones, communication via personal data assistants (PDA), etc.  
         [0025]    The customer  104  interacts with the service providers  108  in order to modify and/or adjust the level of service provided by the service providers  108  to the customer  104 . For example, consider the example where service provider  108 A is a newspaper company to which the customer  104  subscribes. In order to avoid receiving newspapers while on vacation, the customer  104  may interact with service provider  108 A via Internet  106  to temporarily discontinue his newspaper delivery service.  
         [0026]    Consider another example where service provider  108 B is the telephone company. In a similar matter, customer  104  may interact with service provider  108 B via Internet  106  to temporarily discontinue his telephone service.  
         [0027]    Another example involves automobile insurance. Assume the customer  104  has a daughter who is under the customer&#39;s auto insurance policy. The daughter is in college, and while at college does not have access to a car. Under these circumstances, the customer  104  may wish to temporarily discontinue the automobile insurance for his daughter while she is at college. Accordingly, the customer  104  can interact with the service provider  108 D (the automobile insurance company) via the Internet  106  to temporarily discontinue his daughter&#39;s automobile insurance.  
         [0028]    Accordingly, the invention enables customers to temporarily discontinue provision of services to them during times when such services would be unused. More generally, the invention enables customers to adjust the level of service provided to them to match their circumstances, desires, or goals.  
         [0029]    The invention reduces waste of such services (and the resources associated with provision of such services). In an embodiment, the service providers  108  adjust the customer  104 &#39;s invoices in relation to the change in provision of services to the customer  104 , thereby resulting in a cost savings to the customer  104 . In an embodiment, the service providers  108  impose a surcharge or convenience fee whenever the customer  104  changes his service level, thereby resulting in revenue to the service providers  108 .  
         [0030]    The invention envisions a number of ways for the customer  104  to interact with service providers  108 . For example, the customer  104  may directly interact with some service providers  108 A and  108 B via the Internet  106 . Alternatively, the customer  104  may interact with some service providers  108 C and  108 D via an intermediary such as access point  112 . For example, access point  112  may be a web site that enables convenient, single point access to a number of service providers  108 C,  108 D.  
         [0031]    In an embodiment, the service providers  108  each includes a controller  110  which enables access and interaction with customer  104 , as described herein.  
         [0032]    [0032]FIG. 9 illustrates an example computing device  902  useful for implementing components of the invention, such as but not limited to the controllers  110 , the access points  112 , and the information sources  114 , as well as the computing devices (computers, PDAs, cell phones, etc.) used by customer  104  to access service providers  108 .  
         [0033]    The computing device  902  includes one or more processors  906  in communication with a communication bus  904 . The computing device  902  includes primary memory  908 , e.g., random access memory (RAM). The computing device  902  further includes input/output/display devices  910 , such as monitors, keyboards, mice, scanners, barcode readers, etc.  
         [0034]    The computing device  902  includes secondary memory  912 , such as hard drives  914  and storage units  916 . The storage units  916  interact with removable storage units  918 , such as floppy disks, CDs, DVDs, magnetic tapes, optical storage units, etc.  
         [0035]    The processor  906  operates according to control logic, such as software. Such software causes the computing device  902  to operate as described herein.  
         [0036]    The software may be stored in any number of mediums or modules (referred to as computer program products), such as primary memory  908 , input/output/display devices  910 , secondary memory  912 , removable storage units  918 , etc.  
         [0037]    The computing device  902  also includes a communications interface  920  for interacting with various remote sources  926 . The communications interface  920  interacts with the sources  926  via a computer network, such as computer network  924 , or via any other communication means or mediums  922 . Control logic may be transferred between sources  926  and communications interface  920  via signals transferred via the network  924  or other means  922 . Such signals, when carrying control logic, are also referred to as computer program products.  
         [0038]    As noted above, in an embodiment, the invention operates according to control logic (software) executed in data processing devices, such as computing device  902 . Alternatively, the invention can be implemented using hardware (such as but not limited to hardware state machines), firmware, or combinations of same with or without software.  
         [0039]    Operational Description—User Perspective  
         [0040]    [0040]FIG. 2 illustrates a flowchart  202  representing the operation of the customer  104  when interacting with service providers  108 . In step  204 , the customer  104  initiates service with a service provider  108 . In doing so, the customer  104  may optionally indicate a desired level of service, which is referred to as the “First Service Level.” In an example where the customer  104  is initiating newspaper delivery service, the First Service Level may specify that newspapers should be delivered every day of the week. When the service is related to automobile insurance, the First Service Level may specify that all persons in the customer  104 &#39;s family should be covered by the automobile insurance policy.  
         [0041]    Also in step  204 , the customer  104  may specify events that, upon occurrence, trigger changes to the level of service provided to the customer  104  by the service providers  108 . These triggers are called “Service Adjustment Triggers” for reference purposes. A given service provider  108  (or intermediary or other authorized party) may charge a surcharge to the customer  104  for each Service Adjustment Trigger that the customer  104  creates.  
         [0042]    [0042]FIGS. 5-7 illustrate example Service Adjustment Triggers. FIG. 5 illustrates a Service Adjustment Trigger that relates to automobile insurance. In the example of FIG. 5, in step  204 , the customer  104  defines a Service Adjustment Trigger that requires the service provider  108  to temporarily discontinue automobile insurance for his son while his son is in college.  
         [0043]    [0043]FIG. 6 illustrates a Service Adjustment Trigger related to cable modem service and newspaper delivery service. In the example of FIG. 6, the customer  104  defines a Service Adjustment Trigger that requires service providers  108  to discontinue cable service and newspaper delivery service to customer  104  during a defined time period (that may represent a vacation, for example). As FIG. 6 illustrates, the invention envisions Service Adjustment Triggers that are directed to multiple service providers  108 .  
         [0044]    [0044]FIG. 7 illustrates a Service Adjustment Trigger related to an electricity service provider. According to this Service Adjustment Trigger, the customer  104  in step  204  defines a Service Adjustment Trigger that requires the electricity service provider  108  to discontinue his electricity service during a defined period (such as a vacation), as long as the temperature is above 50°. The example of FIG. 7 illustrates that the invention permits Service Adjustment Triggers to be based on multiple conditions.  
         [0045]    In an embodiment, the invention processes Service Adjustment Triggers by accessing information sources  114  for information referred to in the Service Adjustment Triggers, or otherwise pertinent to the Service Adjustment Triggers. For example, when evaluating the Service Adjustment Trigger specified in FIG. 7, the particular service provider  108  accesses a source for temperature information, such as a weather web site available via the Internet  106 . When evaluating the Service Adjustment Trigger specified in FIG. 5, the particular service provider  108  accesses an appropriate source to identify the dates associated with the school year for College XYZ (such as College XYZ&#39;s web site).  
         [0046]    Returning again to FIG. 2, in step  206  the customer  104  accesses the service providers  108  via the Internet  106 . The customer  104  wishes to access the service providers  108  in order to change the level of services provided by such service providers  108 , or to modify or define new Service Adjustment Triggers.  
         [0047]    Accordingly, in step  208 , the customer  104  interacts with service provider(s)  108  to adjust service levels and/or modify Service Adjustment Triggers (or create new Service Adjustment Triggers).  
         [0048]    Graphical User Interfaces  
         [0049]    In an embodiment, the customer  104  interacts with service providers  108  (either directly or via an access point  112 ) via a graphical user interface (GUI). FIGS. 10-13 illustrate example GUIs contemplated by the invention, although other GUIs could be used, and such other GUIs will be apparent to persons skilled in the relevant arts.  
         [0050]    [0050]FIG. 10 illustrates a user GUI  1002  that includes an identification pane  1004  by which the customer  104  is identified. In an embodiment, the identification pane  1004  includes a name field  1006  and an identification (ID) number field  1008 . The GUI  1002  includes a panel  1010  having a number of tabs  1012 . Each tab  1012  corresponds to a particular service being provided to the customer  104 . Accordingly, the panel  1010  accumulates and integrates multiple services from one or more service providers  108  for convenience purposes.  
         [0051]    Tab  1012 A corresponds to automobile insurance. Tab  1012 B corresponds to cable TV service. Tab  1012 C corresponds to newspaper delivery service. Tab  1012 D corresponds to magazine delivery service.  
         [0052]    Tab  1012 A (automobile insurance service) will be considered for illustrative purposes. Tab  1012 A includes an account number field  1014  that identifies the customer  104 &#39;s insurance policy. Tab  1012 A also includes a list of drivers on the policy  1018 , the current level of service for each driver  1020 , and means  1024  by which the customer  104  can modify the level of service for each driver. Such means  1024  comprises a drop-down menu of options  1024 . In the example of FIG. 10, the customer  104  has used the drop-down menu  1024 C to suspend Katie&#39;s automobile insurance.  
         [0053]    After making the desired changes, the customer  104  presses the submit button  1028 , which results in the display of a confirmation window or screen  1102  (FIG. 11). The confirmation screen  1102  displays the charges associated with this change in service. In particular, the confirmation screen  1102  indicates that the current monthly fee will be reduced by $25.00 (from $100 to $75) when these changes are implemented (see fields  1104  and  1106 ). The confirmation screen  1102  also indicates that there is a one time surcharge of $25.00 (see field  1108 ) which will be charged to customer  104  if these changes are implemented.  
         [0054]    If the customer  104  wishes to cancel these changes, then he presses the cancel button  1112 . Otherwise, to confirm the changes, the customer  104  presses the confirm change button  1110 . The customer  104 &#39;s changes are then communicated to the associated service provider(s)  108 , who take appropriate action to effect the changes.  
         [0055]    Referring again to FIG. 10, Tab  1012 A also includes a define events button  1016  through which the customer  104  can define a Service Adjustment Trigger. FIG. 12 illustrates an example define events window  1204 . The define events window  1204  includes a drop-down menu  1208  through which the customer  104  can select a driver.  
         [0056]    The define events window  1204  also includes a define event panel  1210  and a define action panel  1212 . In the define event panel  1210 , the customer  104  can define various events through pull-down menus  1214 . Such events may be linked via logical operators in pull-down menus  1216 . In the example of FIG. 12, the customer  104  has defined a Service Adjustment Trigger for driver Katie. This Service Adjustment Trigger specifies that some action (that is defined in the define action panel  1212 ) for “Katie” is to be performed upon the occurrence of:  
         [0057]    “During School Semester Except Holidays” 
         [0058]    In the define action panel  1212 , the customer  104  can define one or more actions that are to be performed by the service provider  1008  upon the occurrence of the event(s) defined in the define events panel  1210 . Such actions can be selected via pull-down menu fields  1220 , and such actions can be combined via logical fields  1222 . In the example of FIG. 12, the customer  104  has indicated that, upon occurrence of the event(s) defined in the define events panel  1210 , Katie&#39;s automobile insurance should be discontinued (see field  1220 A) and Katie&#39;s automobile credit card should also be discontinued (see field  1220 B).  
         [0059]    In some cases, it may be necessary to define some events  1214  in greater detail. In other words, some events  1214  may require additional input from the customer  104  for accurate and complete definition. The same is true for logical operators  1216 ,  1222 , and actions  1220 . Accordingly, the defined events window  1204  includes various detail buttons  1218 ,  1224 . Upon the pressing of one of these detail buttons  1218 ,  1224 , a detail window is presented to the customer  104 .  
         [0060]    An example detail window  1306  is shown in FIG. 13. The example detail window  1306  corresponds to the pressing of details button  1218 A corresponding to the school semester event in field  1214 A. The example detail window  1306  includes an automatic definition panel  1308  and a manual definition panel  1310 . The automatic detail panel  1308  is used if the customer  104  wishes the service provider  108  to automatically determine the dates associated with the semesters of school XYZ. In field  1312 , the customer  104  selects the appropriate school, in this case school XYZ. In field  1314 , the customer  104  selects the semesters to act upon. For example, via drop down menu  1314 , the customer  104  can select the Fall semester only, the Winter semester only, etc. In the example of FIG. 13, the customer  104  has selected the Fall and Winter semesters of school XYZ. As a result, the service provider  108 , when evaluating this trigger, will automatically determine the dates associated with the Fall and Winter semesters of school XYZ. This may be done, for example, by issuing an appropriate query to an appropriate information source  114  (such as the web site of school XYZ).  
         [0061]    If, instead, the customer  104  elects to manually define the dates associated with the desired semesters, then the customer  104  enters such dates via a manual panel  1310 . The manual panel  1310  includes fields to define a start date  1316  and an end date  1318 . Additional periods can be defined by pressing the more button  1320 .  
         [0062]    Other detail windows, associated with particular events, logical operators, and/or actions, will be apparent to persons skilled in the relevant arts based on the teachings contained here.  
         [0063]    Operational Description—Service Provider Perspective  
         [0064]    [0064]FIG. 3 illustrates a flowchart  302  representing the operation of a service provider  108  in accordance with an embodiment of the invention. In step  304 , a service provider  108  provides service to a customer  104 , in accordance with a First Service Level (previously defined, for example, in step  204  of FIG. 2).  
         [0065]    In step  306 , the service provider  108  receives notification of a projected or actual change in the level of consumption/utilization of the service. Such notification may occur when the customer  104  explicitly changes the service level (for example, as in step  208  of FIG. 2). Alternatively, such notification may occur when a Service Adjustment Trigger is activated or invoked, such as the Service Adjustment Triggers discussed in steps  204  and  208  of FIG. 2.  
         [0066]    In step  308 , the service provider  108  adjusts the level of service to the customer  104  in accordance with the notification discussed in step  306 . Such change in the service level to the customer may result in an adjustment to the fee rates applicable to the customer, and/or a surcharge charged to the customer  104 .  
         [0067]    In step  310 , the service provider  108  receives one or more additional notifications to change the customer  104 &#39;s level of consumption/utilization of the service. Pursuant to such notification(s), the service provider  108  adjusts the level of service provided to the customer  104 , in the manner discussed above.  
         [0068]    As described above, the service provider  108  modifies the level of service provided to the customer  104  upon the occurrence of various events, which are called Service Adjustment Triggers. Such operation is shown in greater detail in FIG. 4.  
         [0069]    In step  404 , the service provider  108  monitors the Service Adjustment Trigger(s), if any, specified by customer  104 .  
         [0070]    In step  406 , upon the occurrence of the events associated with each Service Adjustment Trigger, the service provider  108  adjusts the level of service provided to the customer  104  in the manner defined by the associated Service Adjustment Trigger, and optionally levies a surcharge on the customer  104 . The service provider  108  may also modify the rate schedule applicable to the customer  104 .  
         [0071]    [0071]FIG. 8 depicts a flowchart  802  illustrating the operation of the service provider  108  when changing the rate schedule of the customer  104 , or levying a surcharge on the customer  104 .  
         [0072]    In step  804 , the service provider  108  adjusts the level of service to the customer  104  (such as in step  308  and/or step  310  of FIG. 3).  
         [0073]    In step  806 , the service provider  108  determines whether this service change results in a change in the bill or rate schedule applicable to the customer  104 . For example, if the service provider  108  (in step  804 ) discontinues automobile insurance for a member of customer  104 &#39;s family, then the service provider  108  may determine that the rates charged to the customer  104  should be decreased. This fee/rate adjustment is calculated by the service provider  108  in step  806 .  
         [0074]    In step  808 , the service provider  108  generates a notice or invoice based on the fee calculation of step  806 , and communicates same to the customer  104 .  
         [0075]    In step  810 , the service provider  108  determines whether there is a surcharge associated with its operation in step  804 .  
         [0076]    In step  812 , the service provider  108  generates a notice or invoice based on the fee/surcharge calculation of step  810 , and communicates same to the customer  104 . It is noted that the notices/invoices of steps  808  and  812  may be a single communication.  
         [0077]    Conclusion  
         [0078]    While various embodiments of the present invention have been described above, it should be understood that they have been presented by way of example only, and not limitation. It will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the spirit and scope of the invention as defined in the appended claims. Thus, the breadth and scope of the present 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.