Virtual Reality

US 2003OO69777A1
(19) United States

(12) Patent Application Publication (10) Pub. No.: US 2003/0069777 A1
Or-Bach (43) Pub. Date: Apr. 10, 2003
(54) INTEGRATED SYSTEM FOR PROVIDING (52) U.S. Cl. .................................................................. 705/9
REMOTE OUTSOURCING OF SERVICES
(76) Inventor: Zvi Or-Bach, San Jose, CA (US) (57) ABSTRACT

Correspondence Address:
VENABLE, BAETJER, HOWARD AND An integrated System for providing remote outsourcing of
CIVILETTI, LLP
P.O. BOX 34385 Services includes at least one local Service center located
WASHINGTON, DC 20043-9998 (US) relatively near to users and being operative to communicate
with the users via communications media, at least one
(21) Appl. No.: 10/291,828 remote Service center located relatively far from the users
and communicating with Service providers who are located
(22) Filed: Nov. 12, 2002 closer to the remote Service center than to at least most users,
Related U.S. Application Data and an at least partially dedicated high Speed communica
tions link interconnecting the local and remote Service
(63) Continuation-in-part of application No. 09/494,372, centers, and wherein the Service providers provide at least
filed on Jan. 31, 2000, now abandoned. Secretarial Services for the users and communicating their
Publication Classification work product via the remote Service center, the high Speed
communications link and the local Service center to the
(51) Int. Cl. .................................................. G06F 17/60 USCS.
USER 102 INITIATES CONTACT WITH

LOCAL SERVICE CENTER 100
LOCAL SERVICE CENTER 100 COMMUNICATES

WITH REMOTE SERVICE CENTER 104
WIA HIGH SPEED LINK 108
REMOTE SERVICE CENTER 104 ESTABLISHES E

C ONTACT BETWEEN USER 102 AND APPROPRIAT
USER-SPECIFIC SERVICE PROVIDER 106
AS APPROPRIATE USER-SPECIFIC SERVICE PROVIDER

ESTABLISHES CONTACT BETWEEN USER 102 AND
SPECIALIST SERVICE PROVIDER
SERVICE PROVIDER WORK PRODUCT IS COMMUNICATED

VIA REMOTE SERVICE CENTER 104 AND LOCAL SERVICE
CENTER 100 TO USER 102
OPTIONALLY, REMOTE SERVICE CENTER 104

AND/OR LOCAL SERVICE CENTER 100 PROVIDE
QUALITY CONTROL ON WORK PRODUCT
Patent Application Publication Apr. 10, 2003. Sheet 1 of 15 US 2003/0069777 A1
Patent Application Publication Apr. 10, 2003 Sheet 2 of 15 US 2003/0069777 A1
FIG. 2
USER 102 INITIATES CONTACT WITH
LOCAL SERVICE CENTER 100 COMMUNICATES

WITH REMOTE SERVICE CENTER 104
WIA HIGH SPEED LINK 108
REMOTE SERVICE CENTER 104 ESTABLISHES

CONTACT BETWEEN USER 102 AND APPROPRIATE
USER-SPECIFIC SERVICE PROVIDER 106
AS APPROPRIATE USER-SPECIFIC SERVICE PROVIDER

ESTABLISHES CONTACT BETWEEN USER 102 AND
SPECIALIST SERVICE PROVIDER
SERVICE PROVIDER WORK PRODUCT IS COMMUNICATED

VIA REMOTE SERVICE CENTER 104 AND LOCAL SERVICE
CENTER 100 TO USER 102
OPTIONALLY, REMOTE SERVICE CENTER 104

AND/OR LOCAL SERVICE CENTER 100 PROVIDE
QUALITY CONTROL ON WORK PRODUCT
FG. 3A
USER PREPARES MATERIAL TO BE TYPED IN ANY SUITABLE FORMAT,

SUCH AS ORAL DICTATION, HANDWRITTEN, TYPED OR
COMPUTER GENERATED WRITTEN MATERIAL
USER TRANSMTS MATERIAL TO BE TYPED TO LOCAL SERVICE CENTER 100
LOCAL SERVICE CENTER COMMUNICATES INFORMATION CONTENT

OF MATERIAL TO BE TYPED WIA LINK 108 TO
REMOTE SERVICE CENTER 104
REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL

TO SUITABLE SERVICE PROVIDER 106
SERVICE PROVIDER PERMANENTLY ASSIGNED TO SPECIFIC

USER CARRIES OUT QUALITY CONTROL
AND COMMUNICATIONS WITH USER
REMOTE SERVICE CENTER 104 TRANSMITS TYPED WORK

PRODUCT TO LOCAL SERVICE CENTER 100 AND
THENCE TO USER OR OTHER INTENDED RECIPIENT FOR APPROVAL
FOLLOWING APPROVAL, TYPED MATERIAL ISTRANSMITTED TO

USER AND/OR OTHER INTENDED RECIPIENT
FG. 3B
LOCAL SERVICE CENTER 100 OBTAINS RECORD OF MEETING

ON-INE BY MONITOR OR OFF-LINE IN SUMMARY FORM
LOCAL SERVICE CENTER COMMUNICATES INFORMATION CONTENT OF

OF MEETING WIA LINK 108 TO REMOTE SERVICE CENTER 104
REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL

SERVICE PROVIDER PERMANENTLY ASSIGNED TO SPECIFIC USER

CARRIES OUT QUALITY CONTROL, EDITING AND COMMUNICATIONS WITH USER
REMOTE SERVICE CENTER 104 TRANSMITS TYPED WORK PRODUCT

TO LOCAL SERVICE CENTER 100 AND THENCE TO USER OR
OTHER INTENDED RECIPIENT FOR APPROVAL
FOLLOWING APPROVAL TYPED MATERIAL ISTRANSMITTED TO

FG. 3C
USER ESTABLISHES CONTACT WITH LOCAL

IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES

CONTACT BETWEEN THE USER AND THE SERVICE PROVIDER PERMANENTLY
ASSIGNED TO THE USER WIA THE REMOTE SERVICE CENTER
104 AND THE HIGH SPEED LINK 108
USER COMMUNICATES MEETING SCHEDULING

REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER CONFIRMS THAT SCHEDULING

REQUESTS DO NOT CONFLICT WITH USER'S
CALENDAR AND ATTEMPTS TO FULFILL SCHEDULING REQUESTS
SERVICE PROVIDER INFORMS USER AND ALL OTHER INTERESTED

PARTIES OF TENTATIVE SCHEDULE PENDING APPROVAL
OF ALL RELEWANT PARTIES
FOLLOWING APPROVAL SERVICE PROVIDER CONFIRMS

SCHEDULE TO ALL RELEWANT PARTIES
FG. 3D
USER ESTABLISHES CONTACT WITH LOCAL SERVICE CENTER 100

CONTACT BETWEEN THE USER AND THE SERVICE PROVIDER PERMANENTLY
USER COMMUNICATES TRIPSCHEDULING REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER COMMUNICATES WITH SPECIALIST

TRAVEL, PLANNER SERVICE PROVIDER AND MAKES
REQUESTED TRAVEL ARRANGEMENTS
SERVICE PROVIDER CONFIRMS THAT TRAVEL

ARRANGEMENTS MEET USER'S CRITERIA AND INFORMS USER OF ARRANGEMENTS
FOLLOWING APPROVAL BY USER, SERVICE PROVIDER CONFIRMS

TRIP ARRANGEMENTS AND PROVIDES REQUIRED TICKETS AND WOUCHERS TO USER
F.G. 3E
IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES CONTACT

BETWEEN THE USER AND THE SERVICE PROVIDER PERMANENTLY
USER COMMUNICATES RESTAURANT d

RESERVATION REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER MAY COMMUNICATE WITH

SPECIALIST RESTAURANT RESERVATION SERVICE PROVIDER
AND MAKES REQUESTED RESTAURANT RESERVATIONS

RESTAURANT RESERVATIONS AND SENDS RESERVATION INFORMATION
AND ANY TRAVEL INSTRUCTIONS TO ALL RELEWANT PARTIES
FG. 3F
USER PREPARES MATERIAL TO BE TRANSLATED IN ANY SUITABLE

FORMAT, SUCH AS ORAL DICTATION, HANDWRITTEN, TRANSLATED
OR COMPUTER GENERATED WRITTEN MATERIAL
USER TRANSMITS MATERIAL TO BE TRANSLATED TO LOCAL SERVICE

CENTER 100 OBTAINS RECORD OF MEETING ON-LINE BY
MONITOR OR OFF-LINE IN SUMMARY FORM FOR TRANSLATION
LOCAL SERVICE CENTER COMMUNICATES INFORMATION

CONTENT OF MATERIAL TO BE TRANSLATED WIA.
LINK 108 TO REMOTE SERVICE CENTER 104
REMOTE SERVICE CENTER 104 TRANSMTS MATERIAL

SERVICE PROVIDER PERMANENTLY ASSIGNED TO

SPECIFIC USER CARRIES OUT QUALITY CONTROL
CONTROL AND COMMUNICATIONS WITH USER
REMOTE SERVICE CENTER 104 TRANSMITS TRANSLATED WORK

PRODUCT TO LOCAL SERVICE CENTER 100 AND THENCE TO
USER OR OTHER INTENDED RECIPIENT FOR APPROVAL,
FOLLOWING APPROVAL, TRANSLATED

MATERIAL, IS TRANSMITTED TO
FG. 3G

CONTACT BETWEEN THE USER AND THE SERVICE PROVIDER
PERMANENTLY ASSIGNED TO THE USER WIA THE REMOTE SERVICE
CENTER 104 AND THE HIGH SPEED LNK 108
USER COMMUNICATES MEETING REMINDER REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER PROVIDES TIMELY REMINDERS

TO USER AND/OR OTHER PARTIES AS PER REMINDER REQUESTS
FG. 3H
LOCAL SERVICE CENTER 100 RECEIVES INCOMING TELEPHONE CALL OR MAIL
IN REAL TIME LOCAL SERVICE CENTER COMMUNICATES PARTICULARS

OF CALLER OR SENDER AND SUBJECT WIA LINK
108 TO REMOTE SERVICE CENTER 104
REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL.TO

SUTABLE SERVICE PROVIDER WHO SCREENS CALL OR MAI,
ACCORDING TO PREDETERMINED CRITERIA ESTABLISHED BY USER
APPROWED CALIS OR MAIL ARE TRANSMITTED

IN REAL TIME TO USER WIA. ONE OR MORE
MORE PREDETERMINED COMMUNICATION MODALITY
THE USER IS INFORMED OF OTHER CALIS OR MAIL AS PER PREDETERMINED

FG. 3I

CONTACT BETWEEN THE USER AND THE SERVICE PROVIDER
PERMANENTLY ASSIGNED TO THE USER WIA THE REMOTE
SERVICE CENTER 104 AND THE HIGH SPEED LINK 108
USER COMMUNICATES PRODUCT/SERVICE PURCHASE

REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER COMMUNICATES WITH SPECIALIST

PRODUCT/SERVICE PURCHASE SERVICE PROVIDER AND MAKES
MAKES REQUESTED PURCHASES
SERVICE PROVIDER CONFIRMS THAT PURCHASES MEET

USER'S CRITERIA AND INFORMS USER OF PURCHASES

PURCHASES AND PROVIDES REQUIRED SERVICES
OR MERCHANDISE TO USER OR INTENDED RECIPIENT
FG. 3J
IN REAL TIME, LOCAL SERVICE CENTER 100

ESTABLISHES CONTACT BETWEEN THE USER AND THE SERVICE PROVIDER
USER COMMUNICATES WEB SEARCHING REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER COMMUNICATES WITH SPECIALIST WEB SEARCH

SERVICE PROVIDER AND CARRIES OUT REQUESTED SEARCH,
POSSIBLY WITH REAL TIME CONTACT BETWEEN USER AND
AND SPECIALIST SERVICE PROVIDER
SERVICE PROVIDER CONFIRMS THAT SEARCH MEETS USER'S

USER'S CRITERIA AND INFORMS USER OF SEARCH RESULTS
FG. 3K
LOCAL SERVICE CENTER 100 RECEIVES ON-LINE

OUTPUT OF SURWEILLANCE MONITOR
LOCAL SERVICE CENTER COMMUNICATES

INFORMATION CONTENT OF SURWELLANCE RECORD ON LINE
WIA LINK 108 TO REMOTE SERVICE CENTER 104
REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL TO

TO SURWEILLANCE SERVICE PROVIDER
SERVICE PROVIDER PERMANENTLY ASSIGNED TO SPECIFIC USER

CARRIES OUT QUALITY CONTROL AND COMMUNICATIONS WITH USER
OR DESIGNATED THIRD PARTY
Patent Application Publication Apr. 10, 2003. Sheet 14 of 15 US 2003/0069777 A1
FG. 3L
LOCAL SERVICE CENTER 100 ESTABLISHES CONTACT BETWEEN THE USER

AND THE SERVICE PROVIDER PERMANENTLY ASSIGNED TO THE
USER WIA THE REMOTE SERVICE CENTER
AND THE HIGH SPEED LINK 108
USER COMMUNICATESTEACHING REQUESTS TO SERVICE PROVIDER
SERVICE PROWIDER COMMUNICATES WITH SPECIALIST

TEACHING SERVICE PROVIDER WHO DIRECTLY CONTACTS USER AND
PROVIDES TEACHINGS, PREFERABLY ON THE BASIS OF
OF REAL TIME CONTACT BETWEEN USER AND SPECIALIST SERVICE PROVIDER
FG. 3M
LOCAL SERVICE CENTER 100 ESTABLISHES CONTACT BETWEEN THE

USER AND THE SERVICE PROVIDER
USER COMMUNICATES REMOTE APPLIANCE

ACTUATION REQUESTS TO SERVICE PROVIDER
SERVICE PROVIDER CARRIES OUT REQUESTED ACTUATION

AT USER DESIGNATED TIMES
SERVICE PROVIDER CONFIRMS TO USER THAT

REQUESTED ACTUATION HAS BEEN CARRIED OUT
US 2003/0069777 A1 Apr. 10, 2003
INTEGRATED SYSTEM FOR PROVIDING than to the users communicate with the remote Service
REMOTE OUTSOURCING OF SERVICES center, interconnecting the local and remote Service centers
via an at least partially dedicated high Speed communica
CROSS-REFERENCE TO RELATED tions link, wherein the Service providers provide, for
APPLICATION example, Secretarial Services (or, in general, any service that
0001. This application is a continuation-in-part of U.S. may provided remotely) for the users and communicate their
patent application Ser. No. 09/494,372, filed on Jan. 31, work product back to the users via the remote Service center
2000, entitled, “Integrated System for Providing Remote (which communicates the work product through the at least
Outsourcing of Services, and incorporated herein by ref partially dedicated high Speed communications link, from
erence in its entirety. which it proceeds to the local Service center and then to the
users).
FIELD OF THE INVENTION 0008. In accordance with a preferred embodiment of the
0002 The present invention relates to the integration of present invention, the Service providers are located in a
busineSS methods and communications. region of the World wherein wages are relatively low in
comparison with wages for providing the same Services in a
BACKGROUND OF THE INVENTION region where users are located.
0.003 Modern times have seen a revolutionary increase in 0009 Additionally in accordance with a preferred
the accessibility of global communications and a corre embodiment of the present invention, the Service providers
sponding decrease in the real cost thereof. In developed provide at least one of the following Services: typing,
countries there has developed a corresponding decrease in translating, transcription, travel agent Services, ticket agent
the availability of skilled workers in many fields and a Services, product purchasing, Services purchasing, arrange
concomitant increase in the cost thereof. ments (i.e., concierge-type Services), Scheduling meetings,
restaurant reservations, call Screening, call forwarding, pro
0004. In the past, disparity in wages of relatively Viding reminders, e-mail Screening, Surveillance, actuation
unskilled workers have resulted in manufacturing being of appliances, teaching and web browsing.
outsourced to locations in low wage regions. Although this 0010 Further in accordance with a preferred embodiment
has produced significant economies, Such economies are of the present invention, the System and method provide
limited by the costs and delays inherent in Shipping goods Some or all of the Services at no cost or a cost less than their
over large distances. market value to the users.
SUMMARY OF THE INVENTION 0011. In accordance with a preferred embodiment of the
0005 The present invention seeks to provide a business present invention, one or both of the local Service center and
and communications framework that enables outsourcing of the remote Service center may be virtual.
Services from regions of relatively high cost and limited 0012 Further in accordance with a preferred embodiment
availability to regions of relatively low cost and relatively of the present invention, the communication between the
unlimited availability. user and the local Service center is multimedia communica
tion.
0006 There is thus provided in accordance with a pre
ferred embodiment of the present invention a system for 0013 Additionally, in accordance with a preferred
providing cost effective outsourcing of Services, the System embodiment of the present invention, the communication
including at least one local Service center located relatively between the Service provider and the remote Service center
near to users and being operative to communicate with the is multimedia communication.
users via various communications media, at least one remote 0014 Further in accordance with a preferred embodiment
Service center located relatively far from the users and of the present invention, the communication between the
communicating with Service providers who are located user and the local Service center is wireleSS communication.
closer to the remote Service center than to the users and an
at least partially dedicated high Speed communications link 0015 Additionally, in accordance with a preferred
interconnecting the local and remote Service centers, the embodiment of the present invention, the communication
Service providers providing, for example, Secretarial Ser between the Service provider and the remote Service center
vices (or, in general, any Services that may be provided is wireleSS communication.
remotely) for the users and communicating their work 0016 Further in accordance with a preferred embodiment
product back to the users via the remote Service center of the present invention, the communication between the
(which communicates the work product through the at least user and the Service provider is real time communication.
partially dedicated high Speed communications link, from
which it proceeds to the local Service center and then to the BRIEF DESCRIPTION OF THE DRAWINGS
users).
0007. There is also provided in accordance with a pre 0017. The present invention will be understood and
ferred embodiment of the present invention a method for appreciated more fully from the following detailed descrip
providing cost effective outsourcing of Services, the method tion, taken in conjunction with the drawings, in which:
including having users communicate with a local Service 0018 FIG. 1 is a simplified pictorial illustration of an
center located relatively near to them via various commu integrated Services outsourcing System constructed and
nications media, having Service providers located closer to operative in accordance with a preferred embodiment of the
a remote Service center located relatively far from the users present invention;
US 2003/0069777 A1 Apr. 10, 2003
0019 FIG. 2 is a simplified flowchart illustrating the Vice users. It is, therefore, a major advantage of the current
principal operational features of the system of FIG. 1; and invention to provide an at least partially dedicated link that
0020 FIGS. 3A-3M are flowcharts illustrating some allows a lower cost and higher quality of communication
exemplary features of the system of FIG. 1 in greater detail. between Service providers and users.
0026. In accordance with a preferred embodiment of the
DETAILED DESCRIPTION OF PREFERRED present invention, the service providers 106 provide, for
EMBODIMENTS example, secretarial services for the users 102. Service
providers 106 receive work from remote service center 104
0021 Reference is now made to FIG. 1, which illustrates and communicate their work product back to remote Service
an integrated Services outsourcing System constructed and center 104. From remote service center 104, the work
operative in accordance with a preferred embodiment of the product is communicated back through communications link
present invention. 108 to a local service center 100, from which it is commu
nicated to the users 102.
0022. As seen in FIG. 1, the integrated services outsourc
ing System of the present invention preferably includes at 0027. As seen in FIG. 1, the service providers 106 are
least one local service center 100 located relatively near to typically remote from the remote service center 104 and
users 102 and being operative to communicate with the users communicate with the remote service center 104 via voice,
102 via various communications media. Video, facsimile and/or data links over wired or wireleSS
telephone or other communication linkS. The communica
0023 Communications between users 102 and local ser tions may be via a conventional PSTN network, via the
vice center 102 may be via voice, facsimile, video and/or Internet or via any other Suitable carrier.
data links over wired or wireleSS telephone or other com
munication links. The communications may be via a con 0028. In accordance with a preferred embodiment of the
ventional PSTN network, via the Internet or via any other present invention, the Service providers are located in a
Suitable carrier. The users may be Static or mobile. region of the World wherein wages are relatively low but
where perSons who are trainable to have the requisite skills
0024. At least one remote service center 104 is normally are readily available. In particular, the Service providers are
located relatively far from at least most users and commu advantageously located in a region where the wages paid for
nicates with service providers 106, who are normally located doing the type of work requested by the users are lower than
closer to the remote service center 104 than to the users. An they are in the region where the users are located. For
at least partially dedicated high speed (and thus high capac example, a user in one city may have to pay, say, S10.00 per
ity) communications link 108 preferably interconnects each hour for transcription Services if She hires Someone in that
local service center 100 with one or more remote service city to do the transcription. On the other hand, Someone
centers 104. By “at least partially dedicated” it is meant that located in a distant city or country may be willing to perform
at least a portion of link 108 is used primarily or only for the same transcription for only 102 per hour. In this manner,
traffic between the local and remote service centers. By even if a System proprietor (i.e., the one(s) who own(s)
using Such an at least partially dedicated high Speed com and/or operate(s) the Service centers and the communication
munication link, larger Volumes of communication (i.e., jobs link) is able to charge a premium, above the cost of the
and work product) may be communicated between the users Services, and Still charge the users less than they would
and the Service providers at a faster rate than if a non otherwise pay for the Services.
dedicated link (e.g., PSTN or Internet) were used. Such an 0029. The service providers may provide purely secre
at least partially dedicated high Speed link might comprise tarial Services, like typing and transcription. However, the
one or more two-way linkS or at least a pair of one-way Service providers are not limited to Such Services and may
links. It might be implemented, for example, by one or more provide other Services. Hence, a Service provider may pro
fiber-optic links, Satellite links, T1 lines, etc., which may be, vide a whole range of Services that may include any or all of
for example, owned or leased by a proprietor of the out the following examples: typing, translating, travel agent
Sourcing System.
Services, ticket agent Services, product purchasing, Services
0.025 The arrangement of local service center 100, purchasing, arrangements (e.g., concierge-type Services),
remote service center 104, and communication link 108 is Scheduling meetings, restaurant reservations, call Screening,
also advantageous Over an arrangement in which local call forwarding, providing reminders, email Screening, Sur
service center 100 and remote service center 104 are merged veillance, actuation of appliances, teaching and web brows
into a single (combined) Service center jointly accessed by Ing.
users and Service providers. The advantage lies in that, 0030. In accordance with one preferred business model,
particularly where the regions in which the users and Service in accordance with a preferred embodiment of the present
providers are very distant from each other, to allow for the invention, the System and method provide Some or all of the
economic advantage of different costs of living and the Services at no cost or at a cost leSS than their market value
resulting costs of Services. Moreover, the objective is to to the users. In Such a case, revenues may accrue from at
utilize communication for Services that otherwise might least one of advertising to the users and commissions on
have been provided through direct contact, therefore the products and Services purchased by or on behalf of the users
quality of the communication link has impact on the quality via the System.
of Service. Because the Service providers are located at a
location where the cost of living is relatively low (as will be 0031. As illustrated in FIG. 1, one or both of the local
explained below), it would in most case imply a lower Service center and the remote Service center may be virtual.
quality and higher cost of the general communications 0032 Preferably, the communication between the user
infrastructure between potential Services providers and Ser and the local Service center is multimedia communication.
US 2003/0069777 A1 Apr. 10, 2003
Similarly, the communication between the Service provider at a possible cost in user convenience, as will be discussed
and the remote Service center is preferably multimedia below). It is preferable, however, in cases where the typing
communication. Such communication may be via wired is not done by a user-specific Service provider, and where
and/or wireleSS media. Such a user-specific Service provider exists, that quality
0033. In accordance with a preferred embodiment of the control on the work product be carried out by the user
Specific Service provider.
present invention, communication between the user and the
Service provider is real time communication. In Such a way, 0039 When the typed material has been appropriately
it is anticipated that a personal connection may be estab checked, it is transmitted from the remote service center 104
lished between a user and a Service provider, notwithstand via at least partially dedicated high speed link 108 to the
ing very Substantial geographical distances between them. local service center 100 and thence (possibly after quality
control, which may be further quality control) to user 102
0034) Reference is now made to FIG. 2, which is a and, as appropriate, to other parties for their approval. Once
Simplified flowchart illustrating the principal operational the typed material has been approved, it may be sent directly
features of the system of FIG. 1. As seen in FIG. 2, a user, to an addressee by an appropriate communication method.
whether Static or mobile, may initiate contact with a local
service center 100, preferably via the Internet but alterna 0040. Reference is now made to FIG. 3B, which illus
tively via any other Suitable communications medium or trates typical functionality for preparing a transcript or
media. The user's communication with the local Service protocol of a meeting or hearing. As seen in FIG. 3B, the
center 100 may be via data communication, or voice com local service center 100 may receive a record of the meeting
munication or any other type of communication, or a com via an on-line (i.e., real-time, near real-time, or to Some
bination thereof. degree simultaneous, while the meeting is occurring) or
off-line monitor or may receive an on-line or off-line Sum
0035) The local service center 100 establishes real time mary. The local service center 100 communicates the infor
communication via at least partially dedicated high Speed mation content to be typed via high speed link 108 to remote
link 108 with the remote service center 104. Depending on service center 104, which transmits it to a service provider
the Services requested, the remote Service center 104 estab 106 competent to carry out the typing or transcription. This
lishes communication between the user 100 and an appro Service provider may be a user-specific Service provider or
priate service provider or service providers 106. alternatively may be a specialist Service provider, who
0036). In accordance with a preferred embodiment of the receives instructions from a user-specific Service provider as
invention, the service providers 106 may include user to format, Style and other parameters that are user-specific,
Specific Service providers who are permanently assigned to and which are known to the user-specific Service provider.
one or more specific users and are thus generally familiar The service provider 106 may also be a non-user-specific
with the user's requirements and preferences. In-certain Service provider (including a specialist typist Service pro
cases, when Specialist Services are required, the user-specific vider not under the Supervision of a user-specific Service
Service providers establish communication between the user provider, but possibly at a cost in user convenience, as will
and an appropriate Specialist Service provider. be discussed below). It is preferable, however, in cases
where the typing is not done by a user-specific Service
0037 Work product provided by the service providers provider, and where Such a user-specific Service provider
106 is communicated via the remote service center 104, exists, that quality control on the work product be carried out
which may perform quality control thereon, and via the local by the user-specific Service provider.
service center 100, which alternatively or additionally may 0041 When the typed material has been appropriately
provide quality control, to the user via an appropriate checked, it is transmitted from the remote service center 104
communication medium or media. The quality control, when via at least partially dedicated high speed link 108 to the
carried out at the remote service center 104, is preferably local service center 100 and thence (possibly after quality
carried out by the user-specific Service provider prior to control, which may be further quality control) to user 102
communication of the work product to remote Service center and, as appropriate, to other parties for their approval. This
104.
may be done on-line by using an appropriate display at the
0038) Reference is now made to FIG. 3A, which illus meeting or hearing. Once the typed material has been
trates typical functionality for typing materials. AS Seen in approved, it may be sent directly to one or more participants
FIG. 3A, a user may either dictate orally, send drafts by fax or other parties, as desired by user 102, by an appropriate
or e-mail, or otherwise communicate material to be typed to communication method or methods.
the local service center 100. The local service center 100
communicates the information content to be typed via at 0042. Reference is now made to FIG. 3C, which illus
trates typical functionality for Scheduling meetings for a
least partially dedicated high speed link 108 to remote user. As seen in FIG. 3C, a user who wishes to schedule a
service center 104, which transmits it to a service provider meeting with a third party, or a third party who wishes to
106 competent to carry out the typing. This service provider Schedule a meeting with the user, establishes contact with a
106 may be a user-specific service provider or alternatively local service center 100. The local service center 100
may be a specialist typist Service provider, who receives establishes contact with a user-specific Service provider via
instructions from the user-specific Service provider as to the remote service center 104 and at least partially dedicated
format, Style and other parameters which are user-specific high speed link 108.
and are known to the user-specific Service provider. The
Service provider 106 may also be a non-user-specific Service 0043. The user-specific service provider confirms that the
provider (including a specialist typist Service provider not proposed meeting does not conflict with other items on the
under the Supervision of a user-specific Service provider, but user's calendar and confirms that it is acceptable to the user
US 2003/0069777 A1 Apr. 10, 2003
and to all other interested parties. The user-specific Service Such a user-specific Service provider exists, that quality
provider then notifies the user and all other interested parties control on the work product be carried out by the user
of the date, time and location of the meeting, along with any Specific Service provider.
other relevant information concerning the meeting.
0050. When the translated material has been appropri
0044) Reference is now made to FIG. 3D, which illus ately checked, it is transmitted from the remote Service
trates typical functionality for Scheduling trips for a user. AS center 104 via at least partially dedicated high speed link 108
seen in FIG. 3D, a user who wishes to schedule a trip to the local service center 100 and thence (possibly after
establishes contact with a local-service center 100. The local quality control, which may be further quality control) to user
service center 100 establishes contact with a user-specific 102 and, as appropriate, to other parties for their approval.
service provider via the remote service center 104 and at This may be done on-line by using an appropriate display at
least partially dedicated high speed link 108. The user the meeting or hearing. Once the translated material has
Specific Service provider typically involves a specialist travel been approved, it may be sent directly to one or more
planner in making the required transportation and hotel participants by an appropriate communication method.
reservations.
0051. It is noted that on-line simultaneous oral transla
004.5 The user-specific service provider confirms that the tions may be provided using the invention by a remotely
reservations meet the user's established criteria and confirms located Simultaneous translator. Such simultaneous transla
that the trip as arranged is acceptable to the user and to any tions may be provided for a meeting, a hearing or even a
other interested parties. The user-specific Service provider telephone call, potentially involving more than one local
then provides the user with tickets and Vouchers, as appro Service center and/or more than one remote Service center
priate, together with a detailed itinerary covering all aspects and potentially providing multiple simultaneous transla
of the trip. tions.
0046 Reference is now made to FIG. 3E, which illus 0.052 Reference is now made to FIG. 3G, which illus
trates typical functionality for making restaurant reserva trates typical functionality for providing reminder Services
tions for a user. As seen in FIG. 3E, a user who wishes to for a user. As seen in FIG. 3G, a user who wishes to be
make restaurant reservations establishes contact with a local reminded of one or more future events or occasions estab
Service center 100. The local service center 100 establishes lishes contact with a local service center 100. The future
contact with a user-specific Service provider via the remote event(s) or occasion(s) make be individual or recurring
Service center 104 and at least partially dedicated high Speed event(s) or occasion(s). The local service center 100 estab
link 108. The user-specific Service provider typically lishes contact with a user-specific service provider via the
involves a Specialist restaurant reservations counselor in remote service center 104 and at least partially dedicated
making the required restaurant reservations. high speed link 108. The user-specific service provider notes
0047 The user-specific service provider confirms that the the required reminders on a user-specific calendar and
reservations meet the user's established criteria and confirms ensures that reminders are timely communicated to the user
that the reservations as arranged are acceptable to the user or to a third person that the user wishes to remind.
and any guests for whom contact information may have been 0053) Reference is now made to FIG. 3H, which illus
provided to the user-specific Service provider. The user trates typical functionality for providing telephone call or
Specific Service provider then provides the user and his e-mail screening services for a user. As seen in FIG. 3H, a
guests with details of the reservations as well as instructions user who wishes to have his telephone calls or e-mails
as to how to reach the restaurant. Screened arranges that they be communicated via a local
Service center 100, link 108, and a remote service center 104
0048 Reference is now made to FIG. 3F, which illus to a user-specific Service provider, who is familiar with the
trates typical functionality for preparing a translation of a user's Screening criteria. These criteria may be time-depen
document, meeting or hearing. AS Seen in FIG. 3F, a local dent and may instruct that incoming calls or e-mails be
Service center 100 may receive a record of, for example, a transmitted to a specific Static or mobile telephone, pager or
meeting via an on-line or off-line monitor or may receive, other communicator, for example.
for example, a document to be translated on-line or off-line.
0054 The user-specific service provider applies the
0049. The local service center 100 communicates the user's Screening criteria and notes all incoming telephone
information content to be translated via at least partially calls and e-mails. The user-specific Service provider imme
dedicated high speed link 108 to remote service center 104, diately transmits to the user all telephone calls and e-mails
which transmits it to a service provider 106 competent to fitting the current user-established criteria for immediate
carry out the translation. This Service provider may be a transmission.
user-specific Service provider or alternatively may be a
Specialist translation Service provider, who receives instruc 0055 Reference is now made to FIG. 3I, which illus
tions from the user-specific Service provider as to format, trates typical functionality for making purchases of goods-or
Style and other parameters that are user-specific and are services for a user. As seen in FIG. 3, a user who wishes
known to the user-specific Service provider. The Service to make a purchase of goods or Services establishes contact
provider 106 may also be a non-user-specific Service pro with a local service center 100. The local service center 100
vider (including a specialist typist Service provider not under establishes contact with the user-specific Service provider
the Supervision of a user-specific Service provider, but again, via remote service center 104 and at least partially dedicated
possibly at a cost in user convenience, as will be discussed high speed link 108. The user-specific service provider
below). It is preferable, however, in cases where the typing typically involves a Specialist purchasing counselor in mak
is not done by a user-specific Service provider, and where ing the required purchases.
US 2003/0069777 A1 Apr. 10, 2003
0056. The user-specific service provider confirms that the 0063 Reference is now made to FIG. 3M, which illus
purchases meet the user's established criteria, obtains any trates typical functionality for remote appliance actuation for
required authorizations from third parties, and confirms that a user. As seen in FIG. 3M, the user who wishes to have
the purchases are acceptable to the user. The user-specific appliances actuated remotely establishes contact with a local
Service provider then accordingly charges a credit or debit Service center 100. The local service center 100 establishes
account belonging to the user (or to which the user is contact with the user-specific Service provider via the remote
otherwise authorized to charge and authorizes the user Service center 104 and at least partially dedicated high Speed
Specific Service provider to charge) and arranges for delivery link 108. The user-specific service provider typically effects
of the purchased goods or Services. the desired actuation.
0057 Reference is now made to FIG. 3J, which illus 0064. The user-specific service provider confirms that the
trates typical functionality for web monitoring for a user. AS requested actuation has been carried out.
seen in FIG. 3J, a user who wishes to have web monitoring 0065. It will be appreciated by persons skilled in the art
carried out establishes contact with a local Service center
100. The local service center 100 establishes contact with that most, if not all, of the Services Specified as being carried
the user-specific Service provider via a remote Service center out by a user-specific Service provider, like travel arrange
104 and at least partially dedicated high speed link 108. The ments, restaurant reservations, and shopping, could also be
user-specific Service provider typically involves a specialist performed by a non-user-specific Service provider, without
web monitor. The user-specific Service provider confirms user-specific Service provider involvement. The preferred
that the monitoring criteria and results meet the user's embodiments described above involve a user-specific Ser
established criteria and confirms that the monitoring criteria Vice provider for the reason of convenience to the user. For
and results are acceptable to the user. The user-specific example, in the case of travel reservations, a user-specific
Service provider then causes the web monitoring results to Service provider can have information on file about a given
be Supplied to the user. user's preferences (seat Selections, travel times, special
meals, etc.) and either make the necessary reservations, if
0.058 Reference is now made to FIG. 3K, which illus able to, or provide the user's preferences to and oversee the
trates typical functionality for providing remote Surveillance making of arrangements by a non-user-specific Service pro
of a desired object or location for a user. As seen in FIG.3K, vider. In contrast, Such information would have to be pro
the user who wishes to have Such Surveillance carried out Vided by the user each time the Service were to be requested
establishes contact with the local service center 100. The in the case of a non-user-specific Service provider.
local service center 100 establishes contact with a user
specific service provider via a remote service center 104 and 0066. It will be appreciated by persons skilled in the art
at least partially dedicated high speed link 108. The user that the various examples provided hereinabove with refer
Specific Service provider typically involves a specialist Sur ence to FIGS. 3A-3M are merely examples of a wide range
veillance monitor in carrying out the required Surveillance. of Services that may be provided in accordance with the
present invention. Additional examples, which are clearly
0059. The Surveillance monitor typically monitors audio not exhaustive, include, web site design, graphic design,
and/or video information from Suitable visual and/or audio patent Searching, trademark Searching, patent drafting, legal
Sensors at a given location and received via the local Service advice, product documentation drafting, engineering, and
center 100, the at least partially dedicated high speed link product user Support.
108 and the remote service center 104. These sensors may be 0067. It is appreciated that revenues from operation of the
used for many purposes, Such as to protect a facility or care
for a perSon, Such as a baby. invention may, but need not necessarily be, derived from
user fees. For example, commissions may be received from
0060. The user-specific service provider confirms that the vendors of goods and Services, advertising revenues may be
Surveillance meets the user's established criteria, obtains realized from the display of banners, and revenue Sharing
any required authorizations from third parties, and provides may be realized from communications providers.
the user and/or any appropriate third party with immediate
notification of events in accordance with predetermined 0068. It will be appreciated by persons skilled in the art
Surveillance criteria. that the present invention is not limited by what has been
particularly shown and described hereinabove. Rather the
0061 Reference is now made to FIG. 3L, which illus Scope of the present invention includes both combinations
trates typical functionality for providing individual teaching and Subcombinations of various features described herein
for a user. As seen in FIG. 3L, a user who wishes to receive above and in the drawings, as well as modifications and
teaching Services establishes contact with a local Service variations thereof that would occur to a perSon of ordinary
center 100. The local service center 100 establishes contact skill in the art upon reading the foregoing description and
with the user-specific Service provider via the remote Service which are not in the prior art.
center 104 and at least partially dedicated high Speed link
108. The user-specific service provider typically involves a I claim:
Specialist teacher, depending on the Subject matter involved. 1. An integrated System for providing remote outsourcing
0062) The teaching is preferably carried out on the basis of Services, the System comprising:
of real-time interaction between the Specialist teacher and at least one local Service center located relatively near to
the user via the local and remote Service centers and the at
least partially dedicated high speed link (in addition to users of Services and being operative to communicate
with the users via communications media;
whatever communications medium or media link the Spe
cialist teacher and the user to their respective remote and at least one remote Service center located relatively far
local Service centers). from the users and communicating with Service pro
US 2003/0069777 A1 Apr. 10, 2003
viders who are located closer to the remote Service and wherein the Service providers communicate their
center than to at least most users, and work product back to at least one of users and third
at least one at least partially dedicated communications parties via the at least one remote Service center.
link interconnecting the local and remote Service cen 13. A method according to claim 12, wherein the Service
ters, providers are located in one or more regions in which wages
wherein each of the Service providers provides at least one paid for performing Said at least one Service are typically
Service that may be provided remotely for the users, lower than wages paid for the same at least one Service in
where the users are located.
and wherein the Service providers communicate their
work product back to at least one of users and third 14. A method according to claim 12, wherein the at least
parties via the at least one remote Service center. one Service comprises at least one of the following Services:
2. A System according to claim 1, wherein the Service typing, transcription, translating, travel agent Services, ticket
providers are located in one or more regions in which wages agent Services, product purchasing, Services purchasing,
paid for performing Said at least one Service are typically arrangements, Scheduling meetings, restaurant reservations,
lower than wages paid for the same at least one Service in call Screening, call forwarding, providing reminders, e-mail
where the users are located. Screening, Surveillance, actuation of appliances, teaching
3. A System according to claim 1, wherein the at least one and web browsing.
Service comprises at least one of the following Services: 15. A method according to claim 12, wherein the at least
typing, transcription, translating, travel agent Services, ticket one Service is provided at no cost or a cost less than its
agent Services, product purchasing, Services purchasing, market value to the users.
arrangements, Scheduling meetings, restaurant reservations, 16. A method according to claim 12, wherein at least one
call Screening, call forwarding, providing reminders, e-mail of the at least one local Service center and the at least one
Screening, Surveillance, actuation of appliances, teaching remote Service center is virtual.
and web browsing. 17. A method according to claim 12, wherein the step of
4. A System according to claim 1, wherein the System communicating between the at least one local Service center
provides at least one Service at no cost or a cost less than its and users comprises the Step of multimedia communication
market value to the users. between the at least one local Service center and at least one
5. A System according to claim 1, wherein at least one of USC.
the at least one local Service center and the at least one
remote Service center is virtual. 18. A method according to claim 12, wherein the step of
6. A System according to claim 1, wherein communication communicating between the at least one remote Service
between at least one user and the at least one local Service
center and Service providers comprises the Step of multime
center is multimedia communication. dia communication between at least one Service provider
and the at least one remote Service center.
7. A System according to claim 1, wherein communication 19. A method according to claim 12, wherein the step of
between at least one Service provider and the at least one communicating between the at least one local Service center
remote Service center is multimedia communication.
8. A System according to claim 1, wherein communication and users comprises the Step of wireleSS communication
Center.
center is wireleSS communication.
9. A System according to claim 1, wherein communication 20. A method according to claim 12, wherein the Step of
between at least one Service provider and the at least one communicating between the at least one remote Service
remote Service center is wireleSS communication. center and Service providers comprises the Step of wireleSS
10. A System according to claim 1, wherein the System communication between at least one Service provider and
the at least one remote Service center.
provides real-time communications between at least one
user and at least one Service provider. 21. A method according to claim 12, further comprising
11. A System according to claim 1, wherein communica the Step of providing real-time communications between at
tion between at least one user and the at least one local least one user and at least one Service provider.
Service center is via the Internet. 22. A method according to claim 12, wherein the Step of
12. A method for providing cost effective outsourcing of communicating between the at least one local Service center
Services, the method comprising: and users comprises the Step of communicating between at
least one user and the at least one local Service center via the
communicating between at least one local Service center Internet.
located relatively near to users and users via commu 23. A method according to claim 12, further comprising
nications media; the Step of obtaining revenues via at least one of advertising
communicating between at least one remote Service center and commissions.
located relatively far from the users and Service pro 24. A method according to claim 12, further comprising
viders who are located closer to the at least one remote the Step of associating at least one user with a user-specific
Service center than to most users, and Service provider.
interconnecting the local and remote Service centers via at 25. A method according to claim 24, further comprising
least one at least partially dedicated communications the step of:
link, arranging, by the user-specific Service provider, for at
wherein each of the Service providers provides at least one least one Service to be provided to the user by another
Service that may be provided remotely for the users, Service provider.
US 2003/0069777 A1 Apr. 10, 2003
26. A method according to claim 25, further comprising 29. A method according to claim 27, wherein the step of
the step of: providing quality control comprises the Step of providing
quality control by a local Service center.
providing quality control, by the user-specific Service 30. A System according to claim 1, wherein the work
provider, of work product produced by the other Service product is communicated to at least one of users and third
provider. parties from the at least one remote Service center via the at
least one at least partially dedicated communication link,
27. A method according to claim 12, further comprising and from the at least one at least partially dedicated com
the Step of providing quality control. munication link via the at least one local Service center.
31. A method according to claim 12, wherein the work
28. A method according to claim 27, wherein the step of product is communicated to at least one of users and third
providing quality control comprises the Step of providing parties from the at least one remote Service center via the at
quality control at a remote Service center Side of the System, least one at least partially dedicated communication link,
wherein a remote Service center Side of the System refers to and from the at least one at least partially dedicated com
munication link via the at least one local-Service center.
a remote Service center and Service providers communicat
ing with the remote Service center. k k k k k

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US 2003OO69777A1

(19) United States

(76) Inventor: Zvi Or-Bach, San Jose, CA (US) (57) ABSTRACT

USER 102 INITIATES CONTACT WITH

LOCAL SERVICE CENTER 100 COMMUNICATES

REMOTE SERVICE CENTER 104 ESTABLISHES E

AS APPROPRIATE USER-SPECIFIC SERVICE PROVIDER

SERVICE PROVIDER WORK PRODUCT IS COMMUNICATED

OPTIONALLY, REMOTE SERVICE CENTER 104

LOCAL SERVICE CENTER 100 COMMUNICATES

REMOTE SERVICE CENTER 104 ESTABLISHES

AS APPROPRIATE USER-SPECIFIC SERVICE PROVIDER

SERVICE PROVIDER WORK PRODUCT IS COMMUNICATED

OPTIONALLY, REMOTE SERVICE CENTER 104

USER PREPARES MATERIAL TO BE TYPED IN ANY SUITABLE FORMAT,

USER TRANSMTS MATERIAL TO BE TYPED TO LOCAL SERVICE CENTER 100

LOCAL SERVICE CENTER COMMUNICATES INFORMATION CONTENT

REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL

SERVICE PROVIDER PERMANENTLY ASSIGNED TO SPECIFIC

REMOTE SERVICE CENTER 104 TRANSMITS TYPED WORK

FOLLOWING APPROVAL, TYPED MATERIAL ISTRANSMITTED TO

LOCAL SERVICE CENTER 100 OBTAINS RECORD OF MEETING

LOCAL SERVICE CENTER COMMUNICATES INFORMATION CONTENT OF

REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL

SERVICE PROVIDER PERMANENTLY ASSIGNED TO SPECIFIC USER

REMOTE SERVICE CENTER 104 TRANSMITS TYPED WORK PRODUCT

FOLLOWING APPROVAL TYPED MATERIAL ISTRANSMITTED TO

USER ESTABLISHES CONTACT WITH LOCAL

IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES

USER COMMUNICATES MEETING SCHEDULING

SERVICE PROVIDER CONFIRMS THAT SCHEDULING

SERVICE PROVIDER INFORMS USER AND ALL OTHER INTERESTED

FOLLOWING APPROVAL SERVICE PROVIDER CONFIRMS

USER ESTABLISHES CONTACT WITH LOCAL SERVICE CENTER 100

IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES

USER COMMUNICATES TRIPSCHEDULING REQUESTS TO SERVICE PROVIDER

SERVICE PROVIDER COMMUNICATES WITH SPECIALIST

SERVICE PROVIDER CONFIRMS THAT TRAVEL

FOLLOWING APPROVAL BY USER, SERVICE PROVIDER CONFIRMS

USER ESTABLISHES CONTACT WITH LOCAL SERVICE CENTER 100

IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES CONTACT

USER COMMUNICATES RESTAURANT d

SERVICE PROVIDER MAY COMMUNICATE WITH

FOLLOWING APPROVAL BY USER, SERVICE PROVIDER CONFIRMS

USER PREPARES MATERIAL TO BE TRANSLATED IN ANY SUITABLE

USER TRANSMITS MATERIAL TO BE TRANSLATED TO LOCAL SERVICE

LOCAL SERVICE CENTER COMMUNICATES INFORMATION

REMOTE SERVICE CENTER 104 TRANSMTS MATERIAL

SERVICE PROVIDER PERMANENTLY ASSIGNED TO

REMOTE SERVICE CENTER 104 TRANSMITS TRANSLATED WORK

FOLLOWING APPROVAL, TRANSLATED

USER ESTABLISHES CONTACT WITH LOCAL SERVICE CENTER 100

IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES

USER COMMUNICATES MEETING REMINDER REQUESTS TO SERVICE PROVIDER

SERVICE PROVIDER PROVIDES TIMELY REMINDERS

IN REAL TIME LOCAL SERVICE CENTER COMMUNICATES PARTICULARS

REMOTE SERVICE CENTER 104 TRANSMITS MATERIAL.TO

APPROWED CALIS OR MAIL ARE TRANSMITTED

THE USER IS INFORMED OF OTHER CALIS OR MAIL AS PER PREDETERMINED

USER ESTABLISHES CONTACT WITH LOCAL SERVICE CENTER 100

IN REAL TIME, LOCAL SERVICE CENTER 100 ESTABLISHES

USER COMMUNICATES PRODUCT/SERVICE PURCHASE

SERVICE PROVIDER COMMUNICATES WITH SPECIALIST