Computer-based method and system for ordering services

• US 6,356,874 B1
• Filed: 06/14/1996
• Issued: 03/12/2002
• Est. Priority Date: 12/17/1993
• Status: Expired due to Term

• Current Assignee: Hanger Solutions, LLC (IP Investments Group LLC)
• Original Assignee: Bellboy International A/S
• Inventors: Øhrn, Harald
• Primary Examiner(s): Nguyen, Cuong H.
• Application Number:
  US08/663,055
• Time in Patent Office: 2,097 Days
• Field of Search: 705/26-28, 705/5, 705/6
• US Class Current: 705/6
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/025 Coordination of plural reservations, e.g. plural trip segments, transportation combined with accommodation
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

In a method of ordering services, like booking hotel rooms, the ordering is performed via a user terminal connected to a central data processing device. A service request is specified and information of a service is retrieved from a data base in the central data processing device. When a given service offer is selected, a connection is automatically established between the user terminal and a service location terminal via the central data processing device, whereupon the desired service can be ordered and the order confirmed. Further orders can be placed before the connection is broken. When an order has been made, the data base is automatically updated from the service location. A system is also specified for implementing the method. In a telemarketing system, a suitable user terminal may be a touch-tone telephone. The user terminal may also be a dedicated terminal with software for specifying the order.

Claims

1. A method for ordering services, wherein the ordering is performed via a user terminal connected to at least one central data processing device, wherein the central data processing device comprises a data storage device containing a database of available services and is also connected to a service location terminal, and wherein the method comprises steps of:

a) calling up the central data processing device from the user terminal,

b) specifying a service request to the central data processing device,

c) retrieving from said database in the central data processing device information about current available services corresponding to the service request specified in step b),

d) selecting a service offer from the available services retrieved in step c),

e) in response to the selection of a service offer, effecting automatic establishment of a connection between the user terminal and the service location terminal via the central data processing device,

f) ordering the desired service from the service location terminal,

g) transferring an order confirmation from the service location terminal to the user terminal,

h) disconnecting the established connection between the user terminal and the service location terminal when an order confirmation has been transferred to the user terminal,

i) returning the user terminal to the central data processing device in order either to specify a further service request or to terminate the call,

j) recording the order of step f) in real time by a local data processing system associated with the service location terminal upon the order being recorded therein, and

k) effecting a real time updating of a database in the local data processing system associated with the service location terminal upon the order being recorded therein, and

l) updating service information in said database in the central data processing device from the local data processing system associated with the service location terminal on the basis of those transactions undertaken between the user terminal and the service location terminal in connection with the steps a)-g), this update immediately following or being simultaneous with updating of the database in the local data processing system in step k).

2. A method according to claim 1,

wherein there is an interpreting function, whereby at each of the steps a)-e) and f),g), the user terminal selects a desired language for the subsequent communication between the user terminal and the central data processing device, or between the user terminal and the service location terminal, independent of the language or languages which are used or can be used at the service location, and wherein in association with step e) or subsequent steps a desired language is selected from the service location terminal for the communication between the service location terminal and the user terminal independent of the language selected from the user terminal, those languages which are used or can be used at the service location in every case being displayed on the user terminal.

3. A method according to claim 1, wherein the specification of the service request in step b) takes place in a dialogue with the central data base device, the service request being specified, amongst other things, on the basis of one or more parameters for time, place, price and quality respectively.

4. A method according to claim 1, wherein the information on the service offer in step c) is retrieved from the user terminal by interactive searching in the data base in the central data processing device.

5. A method according to claim 1, wherein a dedicated terminal with keyboard and audiovisual output devices in the form of a display and a loudspeaker is used as a user terminal, the user terminal comprising an internal memory for storing a user programme which is used for specifying the service request.

6. A method according to claim 5, wherein information for specification of the service request and information on the service offer are displayed at least partially as codes, menus or as graphic information on the display in the dedicated user terminal.

7. A method according to claim 6, wherein the specification of the service request, the retrieval of information on the service offer and the choice of service offer are carried out by means of a cursor controlled by arrow keys provided on the keyboard in order to select a code and/or a symbol in the graphic information and/or from a menu.

8. A method according to claim 1, wherein the central data processing device is linked to a service procurement system in the form of a telemarketing system, communication between the user terminal and the telemarketing system being effected by means of voice frequency signals.

9. A method according to claim 8, characterized in that a dedicated terminal is used as the user terminal communication between the dedicated terminal and the telemarketing system being effected at least partially by means of voice frequency signals.

10. The method of claim 1, wherein said database is a database of available services including service type and time dependent availability of each service.

11. A computer-based system for ordering services, comprising:

a user terminal,

at least one central data processing device, said central data processing device comprising a data storage device,

network means operatively associated with said user terminal for connecting the user terminal to said central data processing device,

at least one service location terminal, wherein said network means is operatively associated with said at least one service location terminal for connecting said service location terminal to said central data processing device,

a database in said data storage device is accessed from both said user terminal and from said service location terminal via said network means, said database including fixed and floating information on services and including means for recording information about service offers, and means for searching and retrieving service information from said database from said user terminal and for providing to the user terminal information on a service offer,

a linking device associated with said central data processing device, the linking device including means for automatically providing a connection via said network means between said user terminal and the service location terminal for the selected service offer for ordering the selected service from the service location terminal via the thus-established connection and for transferring an order confirmation from the service location terminal to the user terminal, and

an updating means associated with said central data processing device for effecting substantial real time updating of service information in said database on the basis of those transactions undertaken between the user terminal and the service location terminal.

12. A system according to claim 11, wherein said network means comprises a telecommunication network and the system forms part of a service procurement system in the telecommunication network, the central data processing device being linked to the service procurement system.

13. A system according to claim 12, wherein the telecommunication network is a public telephone network.

14. A system according to claim 13, wherein the service procurement system is a telemarketing system.

15. A system according to claim 14, wherein the communication from the telemarketing system to the user terminal is effected via a voice network interface linked to the linking device in the central data processing system.

16. The system of claim 11, wherein said database is a database of available services including service type and time dependent availability of each service.

17. A system according to claim 11, wherein the user terminal is a dedicated terminal.

18. A system according to claim 17, wherein said network means comprises a telecommunication network and the dedicated terminal is a portable terminal, the portable terminal comprising an interface for connection to the telecommunication network, a display, a keyboard with arrow keys for moving a cursor on the display and a data processor connected to the interface and arranged for control of the display.

19. A system according to claim 18, wherein the dedicated terminal also comprises an analog voice signal generator connected to the interface for transmitting analog voice frequency signals via the telephone network, together with a loudspeaker for reproduction of speech.

20. A system according to claim 18, wherein the dedicated terminal comprises a non-volatile internal memory connected to the data processor and arranged for storage of alphanumeric and graphic information for viewing on the display, together with a user programme which can be used in communication with a user of the terminal for specification of service request via the terminal'"'"'s keyboard and display.

21. A system according to claim 20, wherein the graphic information is partially composed of map information.

22. A system according to claim 11, further comprising a data processing device at the service location forming part of a local data processing system.

23. A system according to claim 22, wherein said network means comprises a telecommunication network, and the local data processing system is connected via a modem with the central data processing device via the telecommunication network, the telecommunication network being a data network.

24. A system according to claim 23, wherein the local data processing system constitutes a data base server for the data base in the central data processing device.

25. A system according to claim 24, wherein the local data processing system is arranged to receive and process booking information, as well as to provide a booking confirmation and service information, information being received and provided via the service location terminal from and to the user terminal and the central data processing device.

26. A system according to claim 25, wherein the local data processing system comprises a local data base which is continuously updated in connection with transactions in the local data processing system.