CA3007404A1 - System and method for interacting with clients in an establishment - Google Patents

Abstract

Disclosed is a method for interacting with clients associated with a location in an establishment, including receiving a notice of a client device, the client device associated with a unique area of the establishment, sending a list of available products from a server to the client device, receiving from the client device a selection from the list of available products, and providing the selection to a fulfillment device to be fulfilled.
Also disclosed is a system for interacting with clients associated with a designated location in an establishment, including a fulfillment device configured to receive an order and provide the order to a fulfillment staff; and a network server configured to receive the order associated with a location in the establishment from an attendant device or a client device, the network server further configured to transmit the order to the fulfillment device.

Description

TITLE
System and Method for Interacting with Clients in an Establishment FIELD
[0001] The present specification relates generally to systems and methods of interaction with clients, and specifically to a system and method of interacting with clients based on associating clients with designated areas of an establishment.
BACKGROUND

[0002] The service industry in Canada generally has a low profit margin across the board. While the industry itself is experiencing healthy growth in terms of cumulative revenue, many service-providing entities are plagued with increasing minimum wages and high rent costs. To combat these rising costs, many establishments have become understaffed and are now employing cheap unskilled laborers, resulting in lower customer satisfaction. Many entities operating in the service and retail industries could benefit from implementing new technology.

[0003] An example of potential customer satisfaction impact of steps taken to counter rising wage and rent costs is clients waiting to be served in restaurants, and consequently complaining about the time it takes to get a waiter's attention, to place an order, or to pay a bill. While some steps have been taken to implement new technology, such as the introduction of portable tablets carried by a server to allow orders to be directly entered by the server when received from a client, many processes remain susceptible to human error and wasteful of valuable time or other resources.
SUMMARY

[0004] In an embodiment of the present invention, there is provided a method for interacting with clients associated with a location in an establishment, including receiving a notice of a client device, the client device associated with a unique area of the establishment, sending a list of available products from a server to the client device, receiving from the client device a selection from the list of available products, and providing the selection to a fulfillment device to be fulfilled.

[0005] In an embodiment of the present invention, there is provided a system for interacting with clients associated with a designated location in an establishment, including: a set of at least one fulfillment devices configured to receive a set of at least one orders and provide the set of at least one orders to a staff of at least one fulfillment personal; and a network server configured to receive the set of at least one orders from a set of at least one attendant or client devices and to associate the set of at least one orders with a location in the establishment, the network server further configured to transmit the set of at least one orders from the set of at least one attendant or client devices to the set of at least one fulfillment devices.
FIGURES

[0006] The principles of the invention may better be understood with reference to the accompanying figures provided by way of illustration of an exemplary embodiment, or embodiments, incorporating principles and aspects of the present invention, and in which:

[0007] FIG. 1 is a schematic diagram illustrating a system for interacting with clients, in accordance with an embodiment;

[0008] FIG. 2 is a schematic diagram of an attendant device, in accordance with an embodiment;

[0009] FIG. 3 is a schematic diagram of a client device, in accordance with an embodiment;

[0010] FIG. 4 is a schematic diagram of a fulfillment device, in accordance with an embodiment; and

[0011] FIGs. 5A, 5B, and 5C are a schematic diagram showing a flowchart of a client session with a system, in accordance with an embodiment.
DETAILED DESCRIPTION

[0012] The description that follows, and the embodiments described therein, are provided by way of illustration of an example, or examples, of particular embodiments of the principles of the present invention.
These examples are provided for the purposes of explanation, and not of limitation, of those principles and of the invention. In the description, like part are marked throughout the specification and the drawings with the same respective reference numerals. The drawings are not necessarily to scale and in some instances proportions may have been exaggerated in order more clearly to depict certain features of the invention.

[0013] Embodiments of the present invention address issues such as those noted in the background section and make service and retail establishments more efficient. Embodiments of the present invention aid employees of an establishment in increasing customer satisfaction by allowing clients to order items directly, call store attendants directly for assistance, and to pay for a bill in whichever way is most convenient for them as an individual or a group.

[0014] A schematic diagram of an embodiment system is shown in FIG. 1. The system of FIG. 1 includes 3 key devices vital to the system of FIG. 1: the store attendant device (1.4), the fulfillment staff device (1.3), and the client device (1.2). These 3 key devices are linked to a main cloud server (1.1) which contains data structures such as a set of data relating to a chosen establishment or establishments and related available items, a set of data relating to pending sessions, and a set of data relating to user registration information.

[0015] The cloud server (1.1) is based online. The establishment's WLAN
network is linked to the internet. In most embodiments, the client device (1.2) is connected to cloud server (1.1) using the device's mobile broadband or using the establishment's WLAN network. The fulfillment device (1.3) and attendant device (1.4) are connected to the cloud server through the establishment's WLAN
network which is connected to the internet, such as using a router and modem.

[0016] The system of FIG. 1 also depicts a key relation of the embodiment of FIG. 1 between a client application on the client device (1.2) and a third-party payment processing service (1.5), such as PayPal. In the embodiment of FIG. 1, payment information is not routed through the cloud server to make it more secure.
The cloud server (1.1) only receives confirmation of a payment and not the details themselves.

[0017] A schematic diagram of the client device (1.2) is shown in FIG. 2. As shown in FIG. 2, client device (1.2) includes a touch screen display (2.5) which allows for interaction between the client and the system and allows the client to view relevant information and take relevant actions such as enter orders, change or modify orders, call a store attendant, complete reviews, and make payments tasks relating to their account.

[0018] As shown in FIG. 2, client device (1.2) includes a processor or CPU
(2.6) to handle many of the computing needs of the client device (1.2) such as processing input and output and making calculations for the operating system or OS and the installed applications such as the client application discussed further below.

[0019] As shown in FIG. 2, client device (1.2) includes a client application (2.1) installed natively to interact with the network server, such as through a wireless local area network or WLAN
operating over a network transceiver.

[0020] As shown in FIG. 2, client device (1.2) includes an internal storage (2.3), which includes RAM and permanent storage within the device used to store the device's operating system and the client application.

[0021] As shown in FIG. 2, client device (1.2) includes a radio frequency identification or RFID scanner (2.4), a device or sensor provided to read data from an active or passive RFID tag.

[0022] As shown in FIG. 2, client device (1.2) includes a RFID interpreter (2.2); an application or other software to decode information from a RFID tag.

[0023] A schematic diagram of the fulfillment device (1.3) is shown in FIG. 3.
As shown in FIG. 3, fulfillment device (1.3) includes a touch screen display (3.3) which allows interaction between fulfillment staff and the system, such as allowing the staff of an establishment to confirm orders, enter fulfillment information, retrieve relevant complementary information, or read the table number of a client or group of clients using one or more client devices (1.2).

[0024] As shown in FIG. 3, fulfillment device (1.3) includes a processor or CPU (3.2) for processing input and output and making calculations for the OS and the installed applications such as the fulfillment application discussed further below.

[0025] As shown in FIG. 3, fulfillment device (1.3) includes a fulfillment application (3.4) natively installed to interact with the network server, such as through a WLAN network operating over a network transceiver.

[0026] As shown in FIG. 3, fulfillment device (1.3) includes a storage (3.1), including RAM and permanent storage within the device used to store the operating system as well as installed applications.

[0027] A schematic diagram of the attendant device (1.4) is shown in FIG. 4.
As shown in FIG. 4, attendant device (1.4) includes a touch screen display (4.6) which allows interaction between an attendant of an establishment using the system and the system itself, such as to allow the attendant, who may be the server in a restaurant for example, to manually enter orders, change or modify orders, print bills, confirm bill payment, or complete other administrative tasks.

[0028] As shown in FIG. 4, attendant device (1.4) includes a processor or CPU
(4.5) to process input and output and make calculations for the OS and the installed applications such as the attendant application discussed further below.

[0029] As shown in FIG. 4, attendant device (1.4) includes an attendant application (4.1) natively installed to interact with the network server, such as through a WLAN network operating over a network transceiver.

[0030] As shown in FIG. 4, attendant device (1.4) includes storage (4.2), including RAM and permanent storage within the device used to store the operating system and installed applications.

[0031] As shown in FIG. 4, attendant device (1.4) also interacts with a cash box (4.3), such as to allow a server to accept cash payment from a client or group of clients, deposit the cash payment in the cash box (4.3), and record the payment in the attendant application (4.1). In some embodiments, interaction with a cash box may be limited to allowing the attendant or server to record receiving cash, while in other embodiments further interaction may be available such as linking to counting device to receive confirmation that cash was deposited in the cash box.

[0032] As shown in FIG. 4, attendant device (1.4) also interacts with a receipt printer, which may be an external device used to print receipts as directed by the attendant device (1.4).

[0033] In some embodiments, the system of FIG. 1 may be implemented as shown in the schematic flowchart of FIG. 5. The flowchart of FIG. 5 shows an example client session of a client using client device (1.2) in a restaurant setting. At step 5.0 a client starts the client application (2.1), at step 5.1 the client adds a table identification either by scanning an RFID tag on the table or by manually inputting a table identification, at step 5.2 the client is added to the table along with any other clients who have also taken the necessary steps.
At step 5.3 the restaurant's menu is downloaded to the relevant client device or devices (1.2), such as in a human readable interactive virtual menu form.

[0034] At steps 5.4 or 5.8 and 5.9 the members of the table, which may be only one client if only one client has signed in, can then place an order. At steps 5.8 and 5.9 the members or a subset of the members choose to order through an attendant such as a waiter or server, telling the waiter their order at step 5.8 and having the waiter enter the order into the system using an attendant device (1.4) at step 5.9. Alternatively, at step 5.4 the members or a subset of the members place an order directly through their client application (2.1).
Once an order has been placed, the order enters a system database at step 5.5 and is sent to a fulfillment device (1.3) such as a kitchen display in a restaurant at step 5.6. Once an order has been fulfilled, such as by being prepared by staff in the kitchen, the resulting order of food will be delivered to the table at step 5.7, such as by the waiter mentioned above. Naturally, the members or a subset of the members of a table may place and receive further orders or may modify orders, such as by looping back from after step 5.7 to before either step 5.4 or step 5.8.

[0035] Once the members of a table are ready, they can then request a bill.
The members or a subset of the members may pay directly through the system at steps 5.10 to 5.12 or may ask the server for a bill at steps 5.13 to 5.15. At step 5.10 a member requests a bill using the client application (2.1), on the application the bill would show up as individual items each associated with one member of the table, the members then pay the bill using third party payment system (1.5), dividing the bill as they please and adding a tip amount at step 5.12. Alternatively, the members or a subset of the members request a bill from the server at step 5.13, the server prints the bill using printer (4.4) at step 5.14, and the members or subset pay the bill using cash or a physical card at step 5.15. When payment is complete, payment details are entered into a database at step 5.16 either automatically or by the server. At step 5.17 the payment details are reviewed, such as being presented to the members via a review page over the client application (2.1) where they can rate their experience in the establishment and enter any complaints or compliments or other comments. Finally, at step 5.18 a system session is ended.

[0036] Radio-frequency identification (RFID) technology uses electromagnetic fields to automatically identify and track tags attached to objects. The tags contain electronically-stored information. Passive tags collect energy from a nearby RFID reader's interrogating radio waves.

[0037] In some embodiments, the client device may be a personal device owned by the client, while in other embodiments the client device may be a device provided by the establishment staff. In some embodiments the client, attendant, and fulfillment applications are all part of the same base system application, which is made available on major mobile platform stores like Google Play and the Apple App Store. In some embodiments, the native application can be replaced by web-based applications, such as for short term use.

[0038] In some embodiment, the use of RFID tags is replaced by other technology to identify a location within an establishment, such as the simple use of area-identifying labels to be input or the use of mapping and other location identifying technology.

[0039] In some embodiments, the way applications present information may depend on a number of factors.
For example, restaurant menus may be dynamic and may change depending on time of day.

[0040] In some embodiments, web services like representational state transfer (REST) technology may be used instead of Simple Object Access Protocol (SOAP), as the main communication method between the devices and the server.

[0041] Devices, such as client devices, attendant devices, and fulfillment devices, may be mobile devices such as cell phones or tablets or may be fixed devices such as stations or otherwise fixed devices. In some embodiments, devices may be shared devices, such as one attendant device for multiple attendants and one fulfillment device for multiple fulfillment personal, particularly where the device is a fixed device.

[0042] In some embodiments, different attendant devices can be used to fulfill different parts of a session.
For example, a first attendant device could be used to enter orders and a second attendant device used to print a receipt, such as if a first server in a restaurant accepted an order from a client and a second server in the restaurant took over service to the client before the client was ready for the bill.

[0043] In some embodiments, only a subset of the system of FIGs. 1 to 4 is used, such as a system which does not include client devices, or which does not include attendant devices. In such embodiments, certain actions or operations may no longer be available or may be moved to other devices.

[0044] Broadly, the system and method of the present invention are provided to tackle the problems described in the background section and to make service and retail establishments more efficient. The system and method are provided to allow clients to order items instantly, call store attendants directly for assistance, and to pay for the bill in whichever way is most convenient for the individual or group.

[0045] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, the process provided to facilitate the linking of one or more device(s) of members of a group visiting an establishment together and who are within the immediate vicinity of each other (ex. at a common table), within the area of the establishment, the process using device(s) that contain processors and volatile memory. The process involves a first step of the client device(s) receiving data through RFID technology or other means of identifying an area within an establishment, such as RFID tags embedded in areas within the establishment allowing a system to identify a device's exact locat'on within the area of the establishment (ex. placing the device at a table in a restaurant); a step of each member of the group following the first step one at a time; and a third step of designating all devices at a common location a common group of devices. This process is would be followed to allow users to access the services of the system. Linking the device(s) of the individual or the group to each other and the area within the establishment (ex. a table) allows each member of the group to place orders and pay for their items individually all while being linked to the same location (ex. table). It also allows items ordered to be associated with the individual person themselves and not the other members of the location (ex. table). For example, in embodiments using RFID tags, the group members would use their mobile devices with built RFID readers to extract information from an RFID tag placed on their table; the members could scan the tag non-simultaneously and will be added to the virtual "group".

[0046] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, to facilitate receiving a client's request for an item to be prepared from a list of available products at the establishment, and to facilitation the provision to said client whose location was initially identified of the item requested and to allow the client to cancel or modify pending orders within the area of the establishment using device(s) that contain processors and volatile memory. The process involves the client device receiving data through RFID
technology or other means of identifying an area within an establishment, such as RFID tags embedded in areas within the establishment, allowing a system to identify the client device's exact location within the area of the establishment (ex. a table in a restaurant). The process then involves the client device downloading a specific list of available products from a server, such as a cloud server, where the specific list is matched to the exact location determined earlier and the specific list is displayed using the output mediums of the client device. The process also involves the ability of the client device to place a request for 1 or more items from the specific list and transmit this request to another device stationed with the fulfillment staff (ex. chef in a restaurant or storage worker in a shop) along with the information of the source of this request.
This process would allow for members of the table to use one of the main services provided, the ability to place orders for one or more menu items individually while still being a part of the table group. The orders are associated with the individual in the group and not the group itself. The members would select items from a dynamic virtual list of items available at the establishment that could be modified anytime according to availability or other factors.

[0047] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, to facilitate the preparation of a product for clients within the area of the establishment to be receive within the area of the establishment, using device(s) that contain processors and volatile memory. The process by which involves the client device receiving data through RFID technology or other means of identifying an area within an establishment, such as RFID tags embedded in areas within the establishment, allowing a system to identify the device's exact location within the area of the establishment (ex. at a table in a restaurant). The fulfillment staff responsible fulfilling the request for a product are able to receive information such as identification of the item to be produced and the location of delivery within the area of the establishment, which provision and location may also incorporate steps or parts of other embodiments described elsewhere herein. This process would allow the employees of the station responsible for fulfilling requests (ex. kitchen) to prepare the order using the information sourced from the clients use of the application and RFID technology. Once confirmed the order will be transmitted to the cloud server and then a notification is sent to the fulfillment device (ex. kitchen device) where the order details and client location (Table number) is displayed.

[0048] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, to facilitate the delivery of items from a list of available products at the establishment to a client whose location was initially identified, using device(s) that contain processors and volatile memory. The process involves the client device receiving data through RFID technology or other means of identifying an area within an establishment, embedded in areas within the establishment, allowing a system to identify its exact location within the area of the establishment (ex. a Table in a restaurant). The process also includes, in combination with steps or parts of other embodiments described elsewhere herein, delivering the item to the location in the establishment.
This process would allow the employees of the establishment to deliver the prepared items to the client using information sourced from the clients use of the application and RFID technology. Once the items are prepared, the employees deliver the items to the appropriate location.

[0049] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, to allow for the viewing and the ultimate payment of the item specific bill, incurred during a visit to an establishment within the area of the establishment, using device(s) that contain processors and volatile memory. The process involves the client device receiving data through RFID technology or other means of identifying an area within an establishment, embedded in areas within the establishment, and allowing a system to identify its exact location within the area of the establishment (ex. a table in a restaurant). After placing requests for items as described elsewhere herein, the system is able to record all items requested and associated with each group member within a particular area within the establishment (ex. a table in a restaurant), such as in a cloud server. The system is able to initiate a bill payment by either splitting the bill by member of a group of area members or by item in a number of items listed on a bill, and to allow individuals to pay using a variety of payment methods including a third-party payment system. The group members may register and enter their payment details using an encrypted form, each individual's payment information automatically associated with their account. The use of third party payment processing in some embodiments may add security or convenience or a perception of such.

[0050] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, to facilitate the expression to the employees of the establishment that the person requires their assistance, within the area of the establishment, using device(s) that contain processors and volatile memory. The process involves the client device receiving data through RFID technology or other means of identifying an area within an establishment, such as via RFID tags embedded in areas within the establishment, allowing a system to identify its exact location within the area of the establishment (ex. a Table in a restaurant). After placing request for assistance, the store attendant device is notified of said request along with information pertaining to their location within the establishment (ex.
table id). This process is provided to allow for members of the table to request assistance from an employee of the establishment at any point during their session, and to have the request associated with where the members are. This could be any typical request, such as in order to make a complaint, place a new order, or ask for the bill. For example, a button or other input option could be provided to a client device to allow the member or members to call an attendant (ex. server), this request would then we transmitted and shown on the attendant device where a service team member would be notified about the source of the request.

[0051] In some embodiments, there is provided a process that involves the use of RFID technology or other means of identifying an area within an establishment, to facilitate the reviewing and making of remarks by clients about their experiences in the establishment, using device(s) that contain processors and volatile memory. In some embodiments, such reviews may be publicly or privately associated with an area of the establishment. The process involves the client device receiving data through RFID technology or other means of identifying an area within an establishment, such as RFID tags embedded in areas within the establishment, allowing a system to identify its exact location within the area of the establishment (ex. a table in a restaurant). Offering a client a review option such as providing comments or providing a scale rating towards the end of the experience in the establishment, the review option being customizable such as for different establishments, areas in an establishment, or other data associated with the client. Each "review" is associated with the location id and user item requests for the session. This process will allow for members of the table to voice remarks and rate their experience in the establishment, towards the end of their time in the establishment. This information is often invaluable to the business owners.
The table members will be presented with a survey like form with scale ratings for individual requested items as well as aspects like experience and atmosphere, in some embodiments. There will also be a section for a written comment to express other concerns or add compliments, in some embodiments.

[0052] Various embodiments of the invention have been described in detail.
Since changes in and or additions to the above-described best mode may be made without departing from the scope of the invention, the invention is not to be limited to those details but only by the appended claims.

Claims (22)

Claims:

1. A method of interacting with clients associated with a location in an establishment, comprising:
receiving a notice of a client device, the client device associated with a unique area of the establishment;
sending a list of available products to the client device;
receiving from the client device a selection from the list of available products; and providing the selection to a fulfillment device to be fulfilled.

2. The method of claim 1, wherein receiving a notice of a client device includes:
providing a set of at least one area identifiers;
designating a set of at least one unique areas of the establishment, the size of the set of at least one unique areas corresponding to the size of the set of at least one area identifiers;
distributing the set of at least one area identifiers through the establishment with one area identifier of the set of at least one area identifiers in each unique area of the set of at least one unique areas; and receiving from the client device an indication of a first area identifier of the set of at least one area identifiers, the indication being based on information retrieved from the first area identifier.

3. The method of claim 2, wherein each area identifier of the set of at least one area identifiers is a RFID
tag and the indication contains information scanned from the RFID tag.

4. The method of claim 3, wherein the establishment is a restaurant and each unique area of the set of at least one unique areas is a table area in the restaurant.

5. The method of claim 4, wherein the method is implemented on a set of at least one system devices each containing a processor and memory.

6. The method of claim 5, further comprising:
receiving from the client device a selection modification; and providing the selection modification to the fulfillment device to modify the fulfillment of the selection.

7. The method of claim 6, further comprising:
fulfilling the selection by producing a fulfillment; and providing the fulfillment to the unique area of the set of unique areas associated with the first area identifier.

8. A method of associating the client devices of members of a group visiting an establishment together and within the immediate vicinity of each other, the method comprising:
providing a set of at least one area identifiers;
designating a set of at least one unique areas of the establishment, the size of the set of at least one unique areas corresponding to the size of the set of at least one area identifiers;
distributing the set of at least one area identifiers through the establishment with one area identifier of the set of at least one area identifiers in each unique area of the set of at least one unique areas;

receiving from a first client device an indication of a first area identifier of the set of at least one area identifiers, the indication being based on information retrieved from the first area identifier;
receiving from a second client device the indication of the first area identifier of the set of at least one area identifiers;
adding the first and second client devices to a grouped set of client devices;
and associating the grouped set of client devices with the first area identifier of the set of at least one area identifiers.

9. The method of claim 8, wherein each area identifier of the set of at least one area identifiers is a RFID
tag and the indication contains information scanned from the RFID tag.

10. The method of claim 9, wherein the establishment is a restaurant and each unique area of the set of at least one unique areas is a table area in the restaurant.

11. The method of claim 10, wherein the method is implemented on a set of at least one system devices each containing a processor and memory.

12. The method of claim 11, further comprising:
sending a list of available products from a server to the first client device;
receiving from the first client device a first selection from the list of available products;
sending the list of available products from the server to the second client device;
receiving from the second client device a second selection from the list of available products; and providing the first and second selections to a fulfillment device to be fulfilled.

13. The method of claim 12, further comprising:
fulfilling the first selection by producing a first fulfillment;
fulfilling the second selection by producing a second fulfillment;
providing the first and second fulfillments to the unique area of the set of unique areas associated with the first area identifier; and initiating a bill associated with the unique area of the set of unique areas associated with the first area identifier.

14. The method of claim 13, wherein the bill is subdivided to show the portion associated with the first client device and the portion associated with the second client device.

15. The method of claim 13, wherein the bill is subdivided to show the portion associated with the first selection and the portion associated with the second selection.

16. The method of claim 13, further comprising:
receiving a general service request from one of the first and second client devices;
transmitting the general service request to an attendant device of an attendant associated with the first area identifier to prompt the attendant to respond to the general service request.

17. The method of claim 13, further comprising:
receiving a feedback item from at least one of the first and second client devices; and associating the feedback item with the first area identifier.

18. The method of claim 17, further comprising providing at least one of the first and second client devices with a feedback request.

19. The method of claim 13, further comprising providing a third-party payment processing service option.

20. A system for interacting with clients associated with a designated location in an establishment, comprising:
a set of at least one fulfillment devices configured to receive a set of at least one orders and provide the set of at least one orders to a staff of at least one fulfillment personal; and a network server configured to receive the set of at least one orders from a set of at least one attendant or client devices and to associate the set of at least one orders with a location in the establishment, the network server further configured to transmit the set of at least one orders from the set of at least one attendant or client devices to the set of at least one fulfillment devices.

21. The system of claim 20, further comprising:
a set of at least one attendant devices configured to input the set of at least one orders and transmit the set of at least one orders to the network server; and a set of at least one client devices configured to input the set of at least one orders and transmit the set of at least one orders to the network server.

22. The system of claim 21, wherein the set of at least one client devices is further configured to connect to a third-party payment processing service.