Virtual concierge systems and methods

Abstract

Described are systems and methods that receive from a virtual concierge system a text-based inquiry from a user having an interest; store the inquiry in a queuing system, generate a match between an online assistant and the user based on content of the stored inquiry and profile data of the online assistant, and establish a text-based communication between an electronic device of the user and an electronic device of the online assistant in response to generating the match, the text-based communication including the content of the stored inquiry.

1 .- 3 . (canceled) 
     
     
         4 . The guest communication system of  claim 21 , wherein the subject matter includes at least one of local knowledge and tips, restaurants, activities, emergency information, maps, directions, or financial information. 
     
     
         5 . The guest communication system of  claim 21  executing a method comprising:
 monitoring a text-based communication of the electronic communication; 
 identifying at least one keyword in the content; and 
 performing an action corresponding to the identified at least one keyword. 
 
     
     
         6 . The guest communication system of  claim 5 , wherein the action includes generating a message that includes content related to the at least one keyword. 
     
     
         7 . The guest communication system of  claim 5 , wherein the action includes outputting the at least one keyword to a marketing tool. 
     
     
         8 . The guest communication system of  claim 21  executing a method comprising:
 forwarding, by the virtual concierge system, the inquiry to an electronic device of a manager in response to a failure by the online assistant to participate in the text-based communication with the user in a predetermined period of time; and 
 generating, by the manager, the match that includes another online assistant. 
 
     
     
         9 . The guest communication system of  claim 21  executing a method comprising:
 processing a voice communication received from the user electronic device; and 
 generating, by the virtual concierge system, a text message informing the user that text communications are proper communications. 
 
     
     
         10 . (canceled) 
     
     
         11 . (canceled) 
     
     
         12 . The guest communication system of  claim 21  further comprising determining statistics of a plurality of online assistants in communication with the guest communication system to at least one of determine which online assistant receives the most accepted responses, which online assistant posts the fastest response times, which online assistant receives the highest feedback rating, or which online assistant answers the most text inquiries from guest users. 
     
     
         13 . The guest communication system of  claim 21  further comprising generating a revenue stream according to at least one of operator rating statistics, inquiry statistics, or response time statistics. 
     
     
         14 .- 16 . (canceled) 
     
     
         17 . A guest communication system, comprising:
 a text-messaging interface that establishes a communication with at least one of a guest user and an online assistant;   a profile module that includes data corresponding to subject matter knowledge of the online assistant; and   an indexing engine that generates a match between the online assistant and the user based on content of a text-based inquiry made the user and the profile data of the online assistant.   
     
     
         18 . The guest communication system of  claim 17 , further comprising a storage device for storing the profile data, the content of the text-based inquiry, and a text-based communication between the guest user and the online assistant. 
     
     
         19 . The guest communication system of  claim 18 , further comprising an interface for providing the text-based communication over a social networking service. 
     
     
         20 . The guest communication system of  claim 17 , further comprising an interface for outputting elements of the content to a marketing tool. 
     
     
         21 . A guest communication system, comprising:
 at least one input for registering an electronic device of a user and an electronic device of an online assistant;   a queuing storage device that stores an electronic communication from the user;   a profile module that stores profile data corresponding to a subject matter knowledge of the online assistant; and   a matching module that generates an electronic match between the electronic device of the online assistant and the electronic device of the user by comparing content of the stored communication and the stored profile data, wherein in response to a selection of the online assistant, the matching module automatically couples the electronic device of the user to the electronic device of the selected online assistant, wherein the matching module further automatically redirects the electronic communication to another electronic device if the electronic communication a) remains unanswered for a predetermined amount of time or b) inappropriate keywords are detected, and wherein the other electronic device is configured with a security permission feature to redirect the electronic communication from the other electronic device to at least one other online assistant.   
     
     
         22 . The guest communication system of  claim 21 , wherein the guest communication system includes an interface for communicating with a hotel registration system that establishes an account for the user as part of a check-in process, wherein a communication between the guest communication system and the hotel registration system includes an electronic message automatically generated and output to the electronic device of the online assistant during the check-in process that includes a guest inquiry. 
     
     
         23 . The guest communication system of  claim 21 , further comprising an indexing engine that generates a weight value according to predetermined characteristics preferences determined from content of a text-based inquiry received from the electronic device of the user and the profile data, wherein the matching module generates the electronic match in accordance with results according to the weighted characteristics or preferences. 
     
     
         24 . The guest communication system of  claim 21 , wherein the guest communication system executes a method that assigns each of a plurality of online assistants' electronic devices registered with the guest communication system a value corresponding to personal information of a respective one of the online assistants;
 displaying a menu at the display of the electronic device of the user that includes questions related to user preferences;   providing, to the display of the user electronic device, answers to the questions entered by the user;   assigning an indexed value to each answer; and   comparing the indexed value to the value assigned to the each online assistant's electronic device registered with the guest communication system.   
     
     
         25 . The guest communication system of  claim 21 , wherein the guest communication system outputs to a display of the user electronic device a menu of possible matched online assistants from an indexed score rating. 
     
     
         26 . The guest communication system of  claim 21 , wherein the guest communication system outputs to the user electronic device an automatic message requesting an input regarding a feedback response, and wherein the guest communication system comprises a message processor that repurposes the feedback response on a website for public display of the feedback response. 
     
     
         27 . The guest communication system of  claim 21 , further comprising a social media organizing tool for forming a communication between the selected online assistant, the user, and an online service for tracking messages exchanged between the selected online assistant and the user. 
     
     
         28 . A virtual concierge system, comprising:
 a first interface for communicating with electronic devices of a plurality of users;   a second interface for communicating with electronic devices of subject matter experts capable of responding to a text message inquiry of the users;   an indexing engine that generates a weight value pertaining to predetermined characteristics and preferences determined from content of the text message inquiry; and   a matching module that generates an electronic match between a user of the plurality of users and an online assistant of the subject matter experts, the virtual concierge system forming a direct text message exchange between the user and the online assist.