WO2013130025A1

WO2013130025A1 - Interactive voice response system providing access to service points such as taxi and drugstore which may be needed urgently

Info

Publication number: WO2013130025A1
Application number: PCT/TR2013/000072
Authority: WO
Inventors: Yesim Gurdere ERMAN
Original assignee: Avea İleti̇şi̇m Hi̇zmetleri̇ Anoni̇m Şi̇rketi̇ ( Teknoloji̇ Merkezi̇ )
Priority date: 2012-03-01
Filing date: 2013-02-28
Publication date: 2013-09-06
Also published as: TR201202345A2

Abstract

A user of a mobile phone or terminal dials the number of an interactive voice response system that provides access to services and businesses based on the location of a user. The system connects the user and the best matching service or business without the user having to perform any further action.

Description

DESCRIPTION

INTERACTIVE VOICE RESPONSE SYSTEM PROVIDING ACCESS TO SERVICE POINTS SUCH AS TAXI AND DRUGSTORE WHICH MAY BE NEEDED URGENTLY

Technical Field

The invention is related to an system which provides access to the services such as taxi or drugstore, which may be needed urgently at any time of the day, in an easiest manner.

The invention is especially related to an Interactive Voice Response System (IVR) which lets the users to reach the location, in which the service that the users require is given, by phone.

Prior Art

Drugstores or taxi ranks are the service points which may be needed urgently, at any time of the day,. Accessing to these service points at any desired time is very important both in our business life and in our daily life.

In case of a health problem, accessing quickly to on duty drugstores is also vital. It is also important to access to the taxi ranks in order to reach to on duty drugstores quickly.

In prior art, there are no interactive voice response systems providing access to both the drugstores and the taxi ranks anytime with just a single call, without the need to learn the phone number of the related drugstore or taxi rank.

In prior art, there are no interactive voice response system which can be used by anybody and provides the access of the user to the service -in which he is interested- depending on his location, regardless of the model of the phone, location, tariff of the phone, etc.

Consequently, an improvement was needed in the prior art because of the drawbacks mentioned above and the deficiency of the present solutions about the subject.

Object of the Invention The invention is created by being inspired with the present situations and aims to solve the problems mentioned above.

The most important advantage of the invention is that, it provides access to the services such as taxi, drugstore, etc., which may be needed urgently 24 hours a day, in a shortest and easiest manner, regardless of the model of the phone, location, tariff of the phone, etc..

Another object of the invention is to make it possible to access to multiple services with a single number in the IVR system that will be installed.

Another object of the invention is to provide direct access for the user, to the nearest service point. Thus, the user will only call the service providers without the need of any intermediate person or the need for keeping the number of a service point in mind.

In order to accomplish the objects mentioned above, the provides access to the services such as taxi, drugstore and other similar services (that may be added later) which may be needed urgently 24 hours a day, in a shortest and easiest manner is developed and this system comprises the process steps of dialing the short number of the interactive voice response service by the user via the communication device which is connected to the cellular phone network and has the ability to make calls, determining the position of the user through the agency of location based service platform and mobile positioning system, determining the service demanded by the user and depending on the dialed button, searching the closest related service point from the service point database, determining the service point closest to the user, having telephone number within the database, calling the service point and making the user to listen the information announcement about the fact that the call is made, answering of the call by the service point, connecting two calls with each other and ending the call. The structural and the characteristic features and all advantages of the invention will be understood more clearly with the detailed description written by referring to the following figures and therefore, the evaluation needs to be done by taking these figures and the detailed description into consideration. Figures Assisting the Description of the Invention

Figure 1 , is the flow chart showing which elements functions in which process steps in the preferred embodiment of the interactive voice response system subject to the invention.

Figure 2, is the preferred flow schema of the interactive voice response system subject to the invention.

Description of the References of Parts 1. User

11. Communication device (cellular phone)

2. Location Based Service Platform (LBS Platform)

21. Service point database

3. Interactive Voice Response (IVR) Service

4. Mobile Positioning System (MPS)

5. Service point

51. Communication device (fixed phone and mobile phone) Explanation of the Process Steps

100. Dialing of the short number by the user

110. Making the user listen the information announcement

120. Determining the position of user

130. In case the position of the user can not be determined, making the user listen the information announcement about the situation and ending the call.

140. Make the user listen the types of service points and the selection buttons

150. Determining the service demanded by the user

151. In case a service point having on duty system is selected and if the service points are out of their working hours, making the user listen the information announcement about the fact that the closest on duty service point will be searched

160. Depending on the dialed button, searching the closest related service point

170. Determining the service/on duty service point closest to the user

171. If the service points are closed (finished up work), searching the on duty service points located at most 500 meters away from the user

172. In case, an on duty service point closer than 500m can not be found, making the user listen the information announcement

173. In case, a service point closer than 500m to the user can not be found, searching for the on duty service points closer than 5 kilometers to the location of the user

174. In case, a service point or an on duty service point closer than 5 km can not be found, making the user listen the information announcement and ending the call

190. Dialling for the first service point having a phone number within the list of service points 191. In case the call is made and the called service point does not reply the call, or after the call, if the user does not disconnect as he is not glad with the service that he had received from the service point, the user is made to listen the information announcement that the other service point on the list will be called

192. Making the user listen the connection music

193. After the end of the call with the first service point, calling the other service point in case the call is not ended by the user

194. Making the user listen the information announcement related to the calling of the other service point

200. Answering of the call by the service point

201. Connecting the two calls with each other

300. Ending the call Scaling of drawings is not absolutely required and details, which are not needed for understanding the present invention, can be neglected. Furthermore, elements, which are at least substantially identical or have at least substantially identical functions, are indicated with the same number.

Detailed Description of the Invention

In this detailed description, preferred embodiments of the interactice voice response system subject to the invention are described only for a better understanding of the subject.

Within the voice response system subject to the invention, which provides access to the service points that would be urgently needed such as taxi, and drugstore, there exist the communication device (1 1 ) of the user (1 ), location based service platform (2), service point database (21 ) present in the platform, interactive voice response system (IVR) (3), mobile positioning system (MPS) (4), and the communication devices (51 ) of the service points (5). The communication device (1 1 ) of the user is a device (1 1 ), the location of which can be determined and which can make calls. In the preferred embodiment, the communication device (1 1 ) is a cellular phone. The cellular phone (1 1 ) may have numbered buttons or may be touch screen. What is important is its ability to let the user (1 ) to make the selection by the cellular phone (1 1 ). The communication device (1 1 ) is important for the user to use the interactive voice response system (3).

Location based service platform (2) accesses the mobile positioning system (4) of the interactive voice response system (3) and thus makes it possible to access the position information of the communication device (1 1 ) of the user and the closest service point (5) and the communication device's (51 ) number of this service point present in the service point database (21 ) in the platform (2).

As the service points (5) are recorded in the service point databases (21 ), the communication device (51 ) in the service point (5) is preferably a fixed phone. On the other hand, the said devices (51 ) may also be mobile communication devices such as cellular phone.

Interactive voice response service (3) is the service in which the call of the user (1 ) is answered, ended and directed to the related place.

The main principle of the invention is providing access to the needed service in an easiest way by determining the position information of the user (1 ) thanks to location based service platform (LBS Platform) (2) and mobile positioning system (MPS) (4). Interactive voice response system (IVR) (3) is the element performing the most important function of the invention. Bu the virtue of the said system, the users (1 ) will be transferred to the closest service point (5) automatically without the need for speaking to an intermediate person. To keep this system operable, all the centers (emergency points (5) such as taxi rank, drugstores etc.) providing this service must be uploaded to the system with their address (map) and communication information periodically and their existing informations must be updated. Furthermore, it is critical for the service points (5) with a special situation, such as on duty drug stores, to keep their communication information updated. Another advantage provided by the invention is the real time determination of the user's (1 ) location and the connection of the service points (5) closest to the user.

In its basis, the invention uses the substructure of an interactive voice response (IVR) service (3) and many services which may be needed within the big structure may be provided via this substructure. The preferred embodiment of the system subject to the invention is built to be used in taxi ranks and drugstores, however, the system can easily be expanded by adding the necessary service points (5) to the service points database (21 ) and transformed into a big location based interactive voice response (LBS IVR) application.

Location based interactive voice response system has a structure with a content suitable for expanding in accordance with the needs. The idea of finding the closest service points (5) may be expanded for all the possible services that can be added to taxi rank and drugstore ideas.

The preferred operation of the interactive voice response system subject to the invention is like that: First, the user (1 ) dials the short number of the interactive voice response service (3) by the cellular phone (1 1 ) (100). After dialing, the interactive voice response service (3) replies the call and makes the user (1 ) listen the information announcement (1 10). The information announcement is something like "Welcome to Interactive Voice Response Service". After the announcement, the position of the user (1 ) is determined by calculating the direction and distance of the user to the base station of his cellular phone network from which the he gets service, through the agency of location based service platform (2) and mobile positioning system (4). In case the position of the user (1 ) can not be determined, the user (1 ) listens the information announcement about the situation and the call is ended (130). Information announcement: "Dear valued customer, your position information can not be reached. Please try again later". In case the position of the user (1 ) can be determined, the user (1 ) listen the service point types from which he can get service and the selection buttons (140), The information announcement is "Please dial 1 for drugstores and 2 for taxi ranks". If the number of service point (5) types (e.g. locksmith etc.) is increased, an arrangement may be done in the information announcement in such a way to contain the type and button of the newly added service point (5).

After listening the announcement, the user (1 ) dials the related button (150) to determine the service that he wants to get. These situations may occur when the user (1 ) selects the related service: if the selected service point (5) does not have an "on duty" system, the closest service point is searched (160) according to the button directly dialed from the service point database (21 ), such as the case in which the service point (5) may be a taxi rank (5). If the service point (5) (e.g., a drugstore) have an on duty system, it is checked if the drugstore (5) is open or closed. If the drugstore (5) is open, again, the closest service point is searched (160). In both cases, if the service point (5) closest to the user is detected after the search (170), the list of the detected service points (5) is transferred to the interactive voice response system (3) and the interactive voice response system (3) directly calls the service point (5). Direct calling is performed by calling the first service point with a telephone number from the searching list. If no service points (5) are found after the said search (160), the user (1 ) is made to listen the information announcement and the call is ended (174). Information announcement is preferably like that: "Dear valued customer, no service point (5) can not be found close to your location".

If the drugstore (5) is closed, the user is made to listen the information announcement about the fact that the closest on duty service point (5) will be searched (151 ). The information announcement is like that: "As it is not the working hours of drugstores at the moment, the closest on duty drugstore will be searched". After making the user listen the information message about the fact that the closest on duty service point (5) will be searched (151 ) and after searching the closest service point (5) depending on the dialed button (160), the on duty service points (5) 500 meters away from the user at most, are searched from the service point database (21 ) (171 ). Two situations come up after this search: finding or not finding an on duty service point (5) closer than 500 meters. In case it is found (170), the first service point (5) among the found ones is called (190).

In case, an on duty service point (5) closer than 500m can not be found, the user (1 ) is made to listen the information announcement (172). Information announcement is preferably like that: "Dear valued customer, no on duty drugstore is found closer than 500 meters to your location. Please stay on the line for the information of on duty drugstores closer than 5 kilometers to your location". After the announcement, on duty service points (5), namely on duty drugstores, located 500 meters away at most to the location of the user (1 ) are searched (173). Two situations come up after this search: finding or not finding an on duty service point (5) closer than 500 meters. If no service points (5) are found, the user (1 ) is made to listen the information announcement and the call is ended (174). Information announcement is preferably like that: "Dear valued customer, no on duty service point (5) can be found close to your location".

If service points (5) within working hours, closest to the user are detected or an on duty service point (5) is found 5km away at most which is operating with on duty system, the service point (5) which have the first telephone number within the service points (5) lists is dialed immediately (190) and in case the service points (5) that are dialed do not reply the call, the user is made to listen the information announcement about the fact that, the other service point in the list will be dialed (191 ). Information announcement is preferably like that: "Please wait, we are transferring you to the service or on duty service point (5). If your request is not actualized, please stay on the line; you will be immediately directed to the other options close to your location". After the announcement, the user is made to listen the connection music (192). In case the service point (5) or on duty service point (5) replies the call (200), two calls are connected (201) and the call between the user (1) and the service point/on duty service point (5) is ended (300). If the service point/on duty service point (5) does not reply the call or after the call, the user (1) does not disconnect as he is not glad with the service that he had received from the service point/on duty service point (5), the other service point/on duty service point (5) on the list is called (193) and the user is made to listen the information announcement (194). The information announcement is like this: "Please stay on the line, we are transferring you to the other service or on duty service point (5)". After the information announcement, the user is made to listen the connection music again (192). The other service point/on duty service point (5) is called (193). In case the service point (5) or on duty service point (5) reply the call (200), two calls are connected (201) and if the user (1) is satisfied with the service of the service point/on duty service point (5) and hangs up the phone, the call is ended (300). In case the user (1) is not satisfied and stays on the line, this loop keeps on being repeated until the end of the list of the service point/on duty service point (5) is reached.

Claims

Interactive voice response system characterized in that it comprises the process steps below: the user dials the short number of the interactive voice response service (3) by the communication device (11) which has the ability to make calls (100),

the position of the user is determined through the agency of location based service platform (2) and mobile positioning system (4) (120),

making the user listen the types of service points types from which he can get service and the selection buttons (140), the user (1) determines the service he demands (150), the closest related service point (5) is searched from the service point database (21) according to the button dialed

(160),

determining the service point (5) closest to the user (170), dialling for the first service point having a phone number within the list of service points (5) (190),

making the user (1) listen the information announcement about the fact that the call is made (191),

answering of the call by the service point (5) (200),

connecting the two calls with each other (201),

ending the call (300), providing access to the services such as taxi, drugstore, etc., which may be needed urgently at any time of the day, in a shortest and easiest manner.

Interactive voice response system according to Claim 1 , characterized in that; it comprises the process step below: after the process step of dialing the short number (100) by the user (1), making the user (1) listen the information announcement (110).

Interactive voice response system according to Claim 1 , characterized in that; it comprises the process step below: in case the position of the user (1) can not be determined, making the user (1) listen the information announcement about the situation and ending the call (130).

Interactive voice response system according to Claim 1 , characterized in that; it comprises the process step below: after the process step of making the user (1) listen the service point types from which he can get service and the selection buttons (140), making him listen the information message ( 51) about the fact that the closest on duty service points will be searched, in case a service point (5) having an on duty system is selected, and the service points (5) are out of their working hours.

Interactive voice response system according to Claim 1 or 4, characterized in that; it comprises the process step below: after the process step of making the user (1) listen the service point types from which he can get service and the selection buttons (140), searching the on duty service points (5) which are at most 500 meters away from the location of the user (171), if the service points (5) are out of their working hours.

Interactive voice response system according to Claim 5, characterized in that; it comprises the process steps below: in case, an on duty service point (5) closer than 500m can not be found, making the user (5) listen the information announcement about the fact that, the on duty service points (5) closer than 5km will be searched (172) and

searching the on duty service points (5) located 5km away at most, to the location of the user (173).

Interactive voice response system according to Claim 6, characterized in that; in case, an on duty service point (5) 5km away can not be found, it comprises the process step of making the user (1) listen the information announcement and ending the call (174).

Interactive voice response system according to Claim 1 , characterized in that; it comprises the process step below: after the process step of dialling for the first service point having a phone number, within the list of service points (5) (190), if the dialed service point (5) does not reply the call, or after the call, if the user does not disconnect as he is not glad with the service that he had received from the service point (5), the user is made to listen the information announcement ( 91) that the other service point on the list will be called.

Interactive voice response system according to Claim 1 , characterized in that; after the process step of dialing the first service point (5) having a phone number, within the list of service points (5) (190) , it comprises the process step of making the user listen the connection music (192).

10. Interactive voice response system according to Claim 8, characterized in that; after making the user listen the said information announcement

(191) it comprises the process step of making the user listen the connection music (192).

11. Interactive voice response system according to Claim 1 , characterized in that; after the process step of connecting two calls with each other (201) it comprises the process step of calling the other service point in case the call is still not ended by the user (193) after the end of the call with the first service point (5).

12. Interactive voice response system according to Claim 11 , characterized in that; after calling the other service point (193), it comprises the process step of making the user listen the information announcement about the calling of the other service point (194).

13. Interactive voice response system, characterized in that it comprises: communication device (11) which provides the user the ability to call the short number of the interactive voice response service (3) and which has the ability to make call and to be geolocated, interactive voice response service (3) which provides the ability to answer the calls, ending the calls and directing the related service point (5) to the communication device (51 ), mobile positioning system (4) for determining the location of the user,

service point database (21) for loading the service points (5) onto the system with their address, map and telephone information and for updating this information,

communication device (51) in the service point (5) having the ability to receive calls made by the user (1 ) via communication device (1 1),

location based service platform (2) accessing the mobile positioning system (4) of the interactive voice response system (3) and thus making it possible for the user (1 ) to access the position information of the communication device (1 1) and the closest service point (5) and the communication device's (51) number of this service point present in the service point database (21) in the platform (2), providing access to the services such as taxi, drugstore, etc., which may be needed urgently at any time of the day, in a shortest and easiest manner.

Interactive voice response system according to Claim 13, characterized in that; said communication device (11) is cellular phone.

15. Interactive voice response system according to Claim 13, characterized in that; said communication device (51) is fixed phone and mobile phone.