Use of radio data service (RDS) information to automatically access a service provider
First Claim
1. A method of automatically accessing a service provider on the basis of radio data system (RDS) information provided in a pre-specified template format and received as an encoded RDS data signal which is carried in conjunction with the normal encoded audio radio signal from a radio frequency broadcast, said service provider being a contact centre which comprises a contact routing mechanism for receiving and routing incoming contacts, and a plurality of human operators to which said incoming contacts can be routed by said routing mechanism to enable said human operators to respond to said contacts, said method comprising the steps of:
- (i) receiving said radio frequency broadcast using an RDS radio receiver and extracting said RDS information on the basis of said pre-specified template format;
(ii) creating a message on the basis of at least some of said RDS information;
(iii) sending said message to the contact centre using either a pre-specified address or an address provided in the RDS information;
(iv) receiving said message at the contact centre;
(v) extracting said RDS information from the message; and
(vi) routing the message to one of a plurality of human contact centre operators on the basis of said RDS information.
6 Assignments
0 Petitions
Accused Products
Abstract
Wireless terminals such as mobile phones which provide cellular communications for example for telephony and short message service (SMS) are well known and more recently such terminals are also able to provide FM radio reception. RDS information received at such a terminal is used to access a service provider via any suitable medium e.g. email, fax, telephone, SMS message, etc. This enables the end user to access the service provider quickly and effectively for example, to purchase a copy of a record heard on the radio or to request information about a product advertised on the radio. Also, the service provider is able to deal with the user interaction effectively because the RDS information can be used to assess the user'"'"'s requirements for the transaction in advance. In a preferred example, the service provider comprises a contact center such as a call center and the RDS information is used to allocate an appropriate call center agent.
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Citations
13 Claims
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1. A method of automatically accessing a service provider on the basis of radio data system (RDS) information provided in a pre-specified template format and received as an encoded RDS data signal which is carried in conjunction with the normal encoded audio radio signal from a radio frequency broadcast, said service provider being a contact centre which comprises a contact routing mechanism for receiving and routing incoming contacts, and a plurality of human operators to which said incoming contacts can be routed by said routing mechanism to enable said human operators to respond to said contacts, said method comprising the steps of:
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(i) receiving said radio frequency broadcast using an RDS radio receiver and extracting said RDS information on the basis of said pre-specified template format; (ii) creating a message on the basis of at least some of said RDS information; (iii) sending said message to the contact centre using either a pre-specified address or an address provided in the RDS information; (iv) receiving said message at the contact centre; (v) extracting said RDS information from the message; and (vi) routing the message to one of a plurality of human contact centre operators on the basis of said RDS information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A user terminal arranged to automatically access a contact centre on the basis of radio data system (RDS) information provided in a pre-specified template format and received as an encoded RDS data signal which is carried in conjunction with the normal encoded audio radio signal from a radio frequency broadcast said user terminal comprising:
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(i) an RDS radio receiver arranged to receive said radio frequency broadcast and to extract said RDS information on the basis of said pre-specified template format; (ii) a processor arranged to create a message on the basis of at least some of said RDS information, whereby said RDS information allows the message to be routed by a routing mechanism of the contact centre to a suitable human operator within the contact centre, thereby enabling an operator to respond to said message; (iii) an output arranged to send said message to the contact centre using either a pre-specified address or an address provided in the RDS information. - View Dependent Claims (13)
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Specification