Appeal No. 2006-1523
Application No. 09/793,687
1. A method for automated resolution of a complaint from a
complainer against a respondent, the complaint having a desired remedy,
comprising:
comparing, at a computer, the desired remedy with business rules
previously defined by the respondent to generate a comparison,
detecting, at the computer, lack of agreement between the
complainer and the respondent based on the comparison, and
at the computer, performing a procedure to enable the respondent to
create a first response for the complainer, and again performing the
procedure to enable the complainer to create a second response for the
respondent, wherein the procedure includes:
(a) providing at least two of historical information, advisory
information and contra-party current position information to a response
creator, the response creator being one of the complainer and respondent,
the contra-party being the other of the complainer and respondent,
(b) suggesting a solution to the response creator when the response
creator does not agree with a desired outcome identified in the contra-party
current position,
(c) receiving input from the response creator in response to the
suggested solution,
(d) preparing a draft response including at least predefined parameters
based on the received input,
(e) displaying the draft response to the response creator,
(f) receiving an approval of the draft response from the response creator,
and
(g) sending the approved draft response as the response from the response
creator to the contra-party.
References
The references relied upon by the examiner are:
Sloo 5,895,450 Apr. 20, 1999
Burchetta 6,330,551 Dec. 11, 2001
(Filed Aug. 06, 1998)
“Online Mediation Offered for Resolving E-Commerce Disputes”, Online Resolution,
March 23, 2000.
Joel B. Eisen, “Are we ready for mediation in cyberspace?”, Brigham Young University
Law Review, vol. 1998 n4, pp 1305-1358 (1998).
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