CA3023575A1 - Mediated drive-thru transacting - Google Patents
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- G—PHYSICS
- G08—SIGNALLING
- G08G—TRAFFIC CONTROL SYSTEMS
- G08G1/00—Traffic control systems for road vehicles
- G08G1/01—Detecting movement of traffic to be counted or controlled
- G08G1/017—Detecting movement of traffic to be counted or controlled identifying vehicles
- G08G1/0175—Detecting movement of traffic to be counted or controlled identifying vehicles by photographing vehicles, e.g. when violating traffic rules
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0613—Third-party assisted
- G06Q30/0615—Anonymizing
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- G—PHYSICS
- G08—SIGNALLING
- G08G—TRAFFIC CONTROL SYSTEMS
- G08G1/00—Traffic control systems for road vehicles
- G08G1/01—Detecting movement of traffic to be counted or controlled
- G08G1/0104—Measuring and analyzing of parameters relative to traffic conditions
- G08G1/0108—Measuring and analyzing of parameters relative to traffic conditions based on the source of data
- G08G1/0116—Measuring and analyzing of parameters relative to traffic conditions based on the source of data from roadside infrastructure, e.g. beacons
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- G—PHYSICS
- G08—SIGNALLING
- G08G—TRAFFIC CONTROL SYSTEMS
- G08G1/00—Traffic control systems for road vehicles
- G08G1/01—Detecting movement of traffic to be counted or controlled
- G08G1/04—Detecting movement of traffic to be counted or controlled using optical or ultrasonic detectors
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/30—Services specially adapted for particular environments, situations or purposes
- H04W4/40—Services specially adapted for particular environments, situations or purposes for vehicles, e.g. vehicle-to-pedestrians [V2P]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/02—Services making use of location information
- H04W4/029—Location-based management or tracking services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/80—Services using short range communication, e.g. near-field communication [NFC], radio-frequency identification [RFID] or low energy communication
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Abstract
The disclosed embodiments differ from prior art in that they provide systems and methods for streamlined and harmonized order and purchase experience at drive-in and drive-thru facilities through a coordinating agent whose role is pivotal and indispensable. The coordinating agent is an independent entity that is related neither to the customer nor to the merchant, and whose role is to manage information, facilitate and affect communication and commerce, and deliver an effortless and consistent experience across a plurality of merchants.
Description
CUEM ILL CORPORATION
= Mediated drive-thru transacting streamlined and harmonized, vl 0 = Bilal Ahmad This is a description of the invention for filing of a utility patent application with CIPO.
Abstract ............................................................... 2 I nventor(s) ........................................................... 2 Assignee(s) ............................................................ 2 Patent No. ............................................................. 2 References cited ...................................................... 2 Field of the Invention ................................................. 2 Background ............................................................. 2 Summary ................................................................ 3 Brief description of the Drawings ...................................... 4 Detailed description of the Drawings ................................... 4 What is claimed is. .................................................... 4 Abstract The disclosed embodiments differ from prior art in that they provide systems and methods for streamlined and harmonized order and purchase experience at drive-in and drive-thru facilities through a coordinating agent whose role is pivotal and indispensable. The coordinating agent is an independent entity that is related neither to the customer nor to the merchant, and whose role is to manage information, facilitate and affect communication and commerce, and deliver an effortless and consistent experience across a plurality of merchants.
Inventor(s) Name: Bilal Ahmad Address: 77 Knudson Drive, Ottawa, ON K2K 2L5, Canada Phone: +1 613 769 7521 Email: bilal.ahmad@alumni.stanford.edu Assignee(s) Cuemill Corporation. Corporation No. 1105607-7.
Patent No.
Cuemill Corporation Internal Patent No. 0001.
References cited USPTO 10,032,319: Bifurcated communications to a third party through a vehicle, July 24, 2018.
USPTO 10,032,212: System and method for location based secure ordering and payment, July 24, 2018.*
USPTO 9,984,522: Vehicle identification or authentication, May 29, 2018.
USPTO 9,904,903: Drive-thru system implementing location tracking, February 27, 2018.
USPTO 9,875,472: Drive through monitoring using wireless beacons, January 23, 2018.
USPTO 7,343,174: Wireless electronic drive-thru system and method, March 11, 2008.*
Field of the Invention The disclosure relates to systems and methods of ordering and purchasing at drive-thru facilities.
Background Drive-in and Drive-thru outlets for services and merchandise including cinemas, restaurants, and pharmacies represent a significant industry segment in North America. The customer experience at a drive-thru food outlet, for example, has improved considerably with the introduction of order display screens adjacent to the intercom allowing customers to verify if their order is being recorded accurately, by display of the order number or order total on another screen next to the food collection window, by allowing payments by tap (from NFC enabled devices such as smartcards and smartphones), and by allowing pre-ordering through a smart-device app. However, these improvements as well as others reported in patents but that have not been deployed noticeably as yet have improved or intended to improve the drive-thru order and purchase experience incrementally in synchrony with advancements in technologies such as vehicle identification, location tracking, vehicle infotainment systems, wireless data communications, networking systems, and payment authentication methods to name a few.
Summary In one embodiment the customer attaches a RFID tag to her vehicle, downloads a smartphone app, and registers an account. In the account she includes her identity, a description of the vehicles she drives including the unique identifiers of the RFID tags attached to each. She connects the smartphone to the vehicle infotainment and telematics system via Bluetooth, allows the app to record the smartphone and vehicle Bluetooth IDs, Wi-Fi SSIDs, smartphone association status with vehicle infotainment and telematics system, smartphone and vehicle locations. She registers methods of payment, and sets up preferences and spending limits for added security. She selects merchants with whom she would like to interact using the systems and methods of this invention. She sets up additional preferences to allow the phone to auto-answer calls from authorized merchants, and to send her notifications.
After she has finished setting up her account and once the service is ready for use, she drives to one of the selected merchant's drive-thru facility where the equipment at the facility detects her vehicle and reads its RFID tag. The merchant's customer and order management utility contacts the coordinating agent to identify the vehicle, its occupant(s), and to determine if at least one occupant has chosen to interact with the drive-thru merchant using the systems and methods of this invention; the coordinating agent makes the determination based on information available in the registry database and the real-time observed status of the occupant(s) and conveys to the drive-thru merchant method(s) to contact the vehicle occupant(s). For example, the method may be a simple phone call to the smartphone carried in the vehicle and associated with the vehicle infotainment and telematics system and a simultaneous data connection to the vehicle infotainment and telematics system. Since the communication is facilitated by the coordinating agent it is not necessary to release customer identity or her contact information to the merchant.
Once the merchant has received a method to contact the vehicle occupant(s), this status is communicated to the vehicle occupant(s) and potentially also to other customers at the drive-thru facility over the signaling systems. As the customer's turn approaches the drive-thru may send another signal, such as a distinctive audible beep, to the vehicle infotainment and telematics system or to the smart-device connected to it that a phone call from the drive-thru server is imminent. Any callers presently engaged with the customer on the same phone line may also receive an audible signal indicating that their call partner will be connecting to a drive-thru merchant shortly so they should expect to be put on hold. Moments later the drive-thru server calls the customer, where the call is facilitated by the intermediary. At the same time customer's customized or personalized menu, if any, is made available to the server through the customer and order management utility. The smartphone app on customer's device auto-answers the call, and puts any active calls on hold.
The server proceeds to take the order by voice conversation. Order details are displayed in real-time so that the customer can verify its accuracy. Once customer acknowledges the order and agrees to the amount due presented to her, the coordinating agent transfers payment from her account to that of the merchant. The call from the drive-thru server is terminated, and any calls on hold are put through.
The vehicle infotainment and telennatics system briefly displays a message stating such information as the total amount paid, a thank you note, and loyalty points earned in the transaction. Upon her turn in the queue customer pulls up to the order collection window, collects her order, and drives away.
By design the ordering process is entirely hands-free; it retains the aspect of ordering by voice conversation which is a desirable aspect for a streamlined experience; and it does not require the customer to roll down her window except at the final stage when collecting the order.
The disclosed embodiments include systems and methods that provide streamlined and harmonized order and purchase experience facilitated by a coordinating agent. The role of the coordinating agent is pivotal and indispensable: It allows customer to transact with the plurality of merchants through one app and account in a consistent manner, and to retain control over access to her identity and contact information, which need not be disclosed to the merchants; and it allows the merchants to concentrate on their core businesses by reducing the logistical burden; and to potentially have access to consumer purchase habits measured across the plurality of merchants; etc.
Brief description of the Drawings No drawings are included.
Detailed description of the Drawings No drawings are included.
What is claimed is:
Claim 1: The system including drive-thru merchant(s), vehicle(s) and vehicle occupant(s), smart-device(s) carried in the vehicle(s), smart-device app(s), vehicle detection and identification mechanism(s), vehicle occupant identification mechanism(s), payment method(s), merchant's order management utility(ies), signaling system(s), queue management mechanism(s), exception handling mechanism(s), registry database(s), coordinating agent(s). Wherein the term drive-thru is used in a general sense and may also refer to drive-in; wherein the term merchant is used in a general sense and may also refer to service provider; wherein the term order management utility is used in the general sense and may also refer to customer management utility; and wherein the term coordinating agent and intermediary may be used interchangeably.
Claim 2: The system of claim 1, wherein smart-device(s) include smartphone(s), snnartwatch(es), tablet computer(s), vehicle infotainment and telematics system(s), or any other computing and communicating device carried in the vehicle. Wherein a smart-device not part of the vehicle but carried in the vehicle may be in any of a number of modes including where it is associated or connected to the vehicle infotainment and telematics system or add-on hands-free system, or not associated with either.
Wherein one or more smart-device(s) may be carried in the vehicle simultaneously, and where one or more of the devices may be associated or connected to the vehicle infotainment and telematics system or add-on hands-free system concurrently.
Claim 3: The system of claim 1, wherein vehicles are detected by any of a number of means including line of sight disruption between transmitter and receiver, video analysis, induction sensors, pressure sensors, or a combination of the above.
Claim 4: The system of claim 1, wherein vehicles are identified by any of a number of means including ALPR, RFID, wireless network ID (such as Bluetooth ID, W-Fi SSID, IMEI, DSRC
ID, C-V2X ID), artificial intelligence, or a combination of the above.
Claim 5: The system of claim 1, wherein vehicle occupants are identified by any of a number of means including facial recognition, presence of their smart-device(s) in the same location as the vehicle, log-in or other authenticated status on a smart-device carried in the vehicle, other contextual clues, artificial intelligence, or a combination of the above.
Claim 6: The system of claim 1, wherein payment methods include payment instrument, payee authentication, and spending limits; wherein payment instrument may be any of a number of types including credit, debit, pre-paid cash, redeemable reward points, or any other store of redeemable value; wherein payee authentication may be single factor or multifactorial including such factors as identification of payee smart-device at merchant location, identification of payee vehicle at merchant location, payee log-in or other authentication status (such as by pass-code, voice recognition, facial recognition, thumbprint, or fingerprint) on a smart-device in the vehicle, associated state of payee smart-device and vehicle infotainment and telematics system, scan-able RFID
tag embedded under payee skin or worn in jewelry or carried in person, and inference by artificial intelligence. Furthermore, a recording of the order conversation may be saved for a limited period of time as proof of acknowledgement of amount due and authorization of payment.
Claim 7: The system of claim 1, wherein merchant's order management utility may be connected to the registry database in any of a number of ways including through registry database interface(s) or through coordinating agent(s).
Claim 8: The system of claim 1, wherein signaling systems may comprise in part of mechanisms at the drive-thru facility and in part of mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-device(s) carried in those vehicle(s) or on remote device(s) connected to those in the vehicle(s); wherein signaling mechanisms at the drive-thru facility may be any of a number types including signaling lights, information displays, automated barriers, audio and video messages; wherein mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-devices carried in those vehicles or on remote devices connected to those in the vehicle(s) may include distinctive sounds, displayed text, icons, graphics, images, videos, or a combination of the above.
Wherein signaling may communicate any of a number of pieces of information including whether vehicle has been identified, whether occupant(s) may be contactable over the vehicle infotainment and telematics system or on a smart-device carried in the vehicle, time until contact may be expected, contact is imminent, active calls may be put on hold shortly, call partner(s) may be ordering at a drive-thru facility, previously active calls are on hold, change in any circumstance, order progress, payment status, authentication status, merchandise or service readiness status, vehicle queue status, and any other available and relevant information.
Claim 9: A vehicle entering the drive-thru facility is detected and one or more of its identifiers are read and communicated to the coordinating agent by the drive-thru merchant's customer and order management utility. The coordinating agent identifies the vehicle and one or more of its occupant(s), determines method(s) of contacting the occupant(s), and informs the merchant of its findings. Status information is communicated over the signaling systems.
Claim 10: The system of claim 9, wherein method(s) of contact include list of contactable occupant(s), and where there are multiple contactable occupants the priority order in which they are to be contacted. Wherein more than one set of occupant(s) in a vehicle may interact with the drive-thru separately to place separate orders. Wherein the method(s) of contact include communicating with smart-device(s) presently associated with the vehicle infotainment and telematics system or add-on hands-free system, smart-device(s) carried in the vehicle but not necessarily associated with the vehicle infotainment and telematics system or add-on hands-free system, the vehicle infotainment and telematics system, the drive-thru intercom, or the server at the window;
furthermore, method(s) of contact include voice connection only, data connection only, both voice and data connection to a smart-device in the vehicle or to the vehicle infotainment and telematics system, or separate voice connection to a smart-device in the vehicle and data connection to the vehicle infotainment and telematics system.
Wherein contact with the vehicle infotainment and telematics system or smart-device(s) may be made using any of a number of technologies including cellular wireless (e.g., 3G, LTE, 5G), Wi-Fi, Bluetooth, C-V2X, DSRC, Wi-Max.
Claim 11: The drive-thru server contacts the occupant(s) according to the determined priority and method of contact, and if pre-authorized to do so the call may be auto-answered by the called device, actively engaged callers are put on hold, and status and progress are signaled over the signaling systems.
(If the call is to a smart-device in the vehicle that is not associated with the vehicle infotainment and telematics system or add-on hands-free system, it may be answered in hands-free mode.) A
simultaneous data connection may be established to the same smart-device or to the vehicle infotainment and telematics system. Server engages the occupant(s) in conversation to record the order whose details are displayed in real-time on drive-thru display(s), vehicle infotainment and telematics system display, and or on the smart-device display communicating with the drive-thru. Occupant(s) acknowledge order accuracy and amount due. Coordinating agent transfers payment from customer account to that of the merchant. Drive-thru merchant call is terminated, and any calls on hold are put through. Status and progress are communicated over the signaling systems.
Driver proceeds to the order collection window upon her turn in the queue.
Claim 12: The system and methods described herein are intended to connect a plurality of merchants and types of merchants with customers to affect effortless and consistent order and purchase experience(s) by streamlining and harmonizing across common elements involved in ordering and purchasing, wherein the role of the intermediary is pivotal and indispensable.
Claim 13: The system of claim 1, wherein the smart-device app serves multiple functions including interface to the customer account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with merchants, service providers, and technical support services.
Claim 14: The system of claim 13, wherein customer account includes a number of attributes including such identifiers as name, address, phone number, email address, and social media handles. Wherein customer account includes a vehicle(s) section for vehicle(s) associated with the customer including labels associated with each vehicle such as VIN, license plate number, RFID
tag, and OR-code, and other attributes including make, model, model year, trim, color, and wireless networking IDs (such as Bluetooth ID, Wi-Fi SSID, IMEI, DSRC ID, and C-V2X ID). Wherein customer account includes a smart-device(s) section for smart-device(s) associated with the customer including such information as make, model, OS, OS version, app version, Bluetooth ID, Wi-Fi SSID, NEC ID, IMEI, phone number. Wherein customer account includes a payments section where the customer may specify one or more payment instruments including credit, debit, pre-paid cash, redeemable reward points, or any redeemable store of value; payment preferences including payment instrument priorities, and payment limits, including single transaction limit, per time period limits, per merchant limit, and per service type limit. Wherein customer account includes a preferences section where customer may allow the smart-device app to track information, including location, and whether or not the smart-device is associated with vehicle infotainment and telematics system or add-on hands-free system. Wherein customer account includes a merchants section, where customer may select one or more merchants with whom she wishes to interact using the systems and methods of this invention. Wherein for the selected merchants or types of merchants she may set specific preferences including whether or not they may call her on a smart-device, and whether or not the call may be auto-answered. Wherein each selected merchant or type of merchants may present additional options including customize-able and personize-able menus. Wherein selected merchants may offer redeemable reward points or other loyalty features, and make special offers. Wherein some of the information in the customer profile in the registry database is static (i.e., it is updated only when manually changed from the app) and some of the information is dynamic;
furthermore, where dynamic information may be updated in real-time (e.g., location), frequently (e.g., co-location of devices in the vehicle), or be event-driven (e.g., association or disassociation of smartphone to vehicle infotainment system). Wherein customer profile stored in the registry database may include additional derived parameters such as currently available methods of contact, and order and purchase patterns.
Claim 15: The system of claim 1, wherein the merchant's customer and order management utility serves multiple functions including interface to merchant account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with customers and technical support services, and conduit or portal for communication with signaling systems.
Claim 16: The system of claim 15, wherein merchant account or profile includes a number of attributes including such identifiers as name of business, address, and phone number;
lists, directories, or menus of offerings, available options for customization and personalization, availability status of offerings, prices, and special offers; days and hours of operation; wherein merchant profile in the registry database may include such derived and assigned parameters as wait times, customer ratings, and pricing history and projections.
Claim 17: The system of claim 1, wherein the registry database may be stored in any of a number of ways including in distributed storage in cloud space; wherein the registry database contains information related to customers including account profiles, vehicle(s), smart-device(s), payment methods, monitored activities (such as location), selected merchant(s), customized or personalized menu items, methods and preferences for contact and notifications, derived attributes (such as purchase patterns), and documents (such as orders, invoices, and receipts); wherein the registry database includes information related to merchants including account profiles, lists, directories, or menu of offerings, available options for customization and personalization, days and hours of operation, availability status of offerings, prices, special offers, monitored activities (such as wait times), derived attributes (such as pricing history and pricing projections), and assigned attributes (such as customer ratings).
Claim 18: The system of claim 1, wherein the coordinating agent maintains and manages the registry database; identifies vehicle(s) and occupant(s); determines method(s) of contacting occupant(s);
determines signaling communication; facilitates communications; facilitates authentications and payments; tracks, collects, shares customer activity as per the needs of the services it facilitates, as per merchant needs, as per customer and coordinating agent preferences, and as per the limits set out by laws and regulations; tracks, collects, shares merchant activity as per the needs of the services it facilitates, as per customer needs, as per merchant and coordinating agent preferences, and as per the limits set out by laws and regulations; wherein the coordinating agent generalizes and harmonizes customer preferences across a plurality of merchants and types; wherein the coordinating agent manages advertisements; wherein the coordinating agent uses artificial intelligence, machine learning, and data analytics. Furthermore, the coordinating agent or intermediary functions may be divided or shared among a plurality of coordinating agents or intermediaries each having the same or similar function or different and complimentary functions.
Claim 19: The system of claim 1, wherein the queue management mechanism(s) include one or more vehicle detection and identification points, sensors, or stations; one or more signaling points, devices, or stations.
Claim 20: The system of claim 1, wherein exception handling mechanism(s) may be any of a number of mechanisms providing graceful degradation and recovery in the wake of power outage and back-up power failure, primary and backup network disconnection, system malfunction, including manual or semi-automated customer and order management. Furthermore, wherein exception handling mechanism(s) include graceful response in the wake of order abandonment by customer, or merchandise or service refusal by customer, and where merchandise or service is no longer available at the order collection window or station.
= Mediated drive-thru transacting streamlined and harmonized, vl 0 = Bilal Ahmad This is a description of the invention for filing of a utility patent application with CIPO.
Abstract ............................................................... 2 I nventor(s) ........................................................... 2 Assignee(s) ............................................................ 2 Patent No. ............................................................. 2 References cited ...................................................... 2 Field of the Invention ................................................. 2 Background ............................................................. 2 Summary ................................................................ 3 Brief description of the Drawings ...................................... 4 Detailed description of the Drawings ................................... 4 What is claimed is. .................................................... 4 Abstract The disclosed embodiments differ from prior art in that they provide systems and methods for streamlined and harmonized order and purchase experience at drive-in and drive-thru facilities through a coordinating agent whose role is pivotal and indispensable. The coordinating agent is an independent entity that is related neither to the customer nor to the merchant, and whose role is to manage information, facilitate and affect communication and commerce, and deliver an effortless and consistent experience across a plurality of merchants.
Inventor(s) Name: Bilal Ahmad Address: 77 Knudson Drive, Ottawa, ON K2K 2L5, Canada Phone: +1 613 769 7521 Email: bilal.ahmad@alumni.stanford.edu Assignee(s) Cuemill Corporation. Corporation No. 1105607-7.
Patent No.
Cuemill Corporation Internal Patent No. 0001.
References cited USPTO 10,032,319: Bifurcated communications to a third party through a vehicle, July 24, 2018.
USPTO 10,032,212: System and method for location based secure ordering and payment, July 24, 2018.*
USPTO 9,984,522: Vehicle identification or authentication, May 29, 2018.
USPTO 9,904,903: Drive-thru system implementing location tracking, February 27, 2018.
USPTO 9,875,472: Drive through monitoring using wireless beacons, January 23, 2018.
USPTO 7,343,174: Wireless electronic drive-thru system and method, March 11, 2008.*
Field of the Invention The disclosure relates to systems and methods of ordering and purchasing at drive-thru facilities.
Background Drive-in and Drive-thru outlets for services and merchandise including cinemas, restaurants, and pharmacies represent a significant industry segment in North America. The customer experience at a drive-thru food outlet, for example, has improved considerably with the introduction of order display screens adjacent to the intercom allowing customers to verify if their order is being recorded accurately, by display of the order number or order total on another screen next to the food collection window, by allowing payments by tap (from NFC enabled devices such as smartcards and smartphones), and by allowing pre-ordering through a smart-device app. However, these improvements as well as others reported in patents but that have not been deployed noticeably as yet have improved or intended to improve the drive-thru order and purchase experience incrementally in synchrony with advancements in technologies such as vehicle identification, location tracking, vehicle infotainment systems, wireless data communications, networking systems, and payment authentication methods to name a few.
Summary In one embodiment the customer attaches a RFID tag to her vehicle, downloads a smartphone app, and registers an account. In the account she includes her identity, a description of the vehicles she drives including the unique identifiers of the RFID tags attached to each. She connects the smartphone to the vehicle infotainment and telematics system via Bluetooth, allows the app to record the smartphone and vehicle Bluetooth IDs, Wi-Fi SSIDs, smartphone association status with vehicle infotainment and telematics system, smartphone and vehicle locations. She registers methods of payment, and sets up preferences and spending limits for added security. She selects merchants with whom she would like to interact using the systems and methods of this invention. She sets up additional preferences to allow the phone to auto-answer calls from authorized merchants, and to send her notifications.
After she has finished setting up her account and once the service is ready for use, she drives to one of the selected merchant's drive-thru facility where the equipment at the facility detects her vehicle and reads its RFID tag. The merchant's customer and order management utility contacts the coordinating agent to identify the vehicle, its occupant(s), and to determine if at least one occupant has chosen to interact with the drive-thru merchant using the systems and methods of this invention; the coordinating agent makes the determination based on information available in the registry database and the real-time observed status of the occupant(s) and conveys to the drive-thru merchant method(s) to contact the vehicle occupant(s). For example, the method may be a simple phone call to the smartphone carried in the vehicle and associated with the vehicle infotainment and telematics system and a simultaneous data connection to the vehicle infotainment and telematics system. Since the communication is facilitated by the coordinating agent it is not necessary to release customer identity or her contact information to the merchant.
Once the merchant has received a method to contact the vehicle occupant(s), this status is communicated to the vehicle occupant(s) and potentially also to other customers at the drive-thru facility over the signaling systems. As the customer's turn approaches the drive-thru may send another signal, such as a distinctive audible beep, to the vehicle infotainment and telematics system or to the smart-device connected to it that a phone call from the drive-thru server is imminent. Any callers presently engaged with the customer on the same phone line may also receive an audible signal indicating that their call partner will be connecting to a drive-thru merchant shortly so they should expect to be put on hold. Moments later the drive-thru server calls the customer, where the call is facilitated by the intermediary. At the same time customer's customized or personalized menu, if any, is made available to the server through the customer and order management utility. The smartphone app on customer's device auto-answers the call, and puts any active calls on hold.
The server proceeds to take the order by voice conversation. Order details are displayed in real-time so that the customer can verify its accuracy. Once customer acknowledges the order and agrees to the amount due presented to her, the coordinating agent transfers payment from her account to that of the merchant. The call from the drive-thru server is terminated, and any calls on hold are put through.
The vehicle infotainment and telennatics system briefly displays a message stating such information as the total amount paid, a thank you note, and loyalty points earned in the transaction. Upon her turn in the queue customer pulls up to the order collection window, collects her order, and drives away.
By design the ordering process is entirely hands-free; it retains the aspect of ordering by voice conversation which is a desirable aspect for a streamlined experience; and it does not require the customer to roll down her window except at the final stage when collecting the order.
The disclosed embodiments include systems and methods that provide streamlined and harmonized order and purchase experience facilitated by a coordinating agent. The role of the coordinating agent is pivotal and indispensable: It allows customer to transact with the plurality of merchants through one app and account in a consistent manner, and to retain control over access to her identity and contact information, which need not be disclosed to the merchants; and it allows the merchants to concentrate on their core businesses by reducing the logistical burden; and to potentially have access to consumer purchase habits measured across the plurality of merchants; etc.
Brief description of the Drawings No drawings are included.
Detailed description of the Drawings No drawings are included.
What is claimed is:
Claim 1: The system including drive-thru merchant(s), vehicle(s) and vehicle occupant(s), smart-device(s) carried in the vehicle(s), smart-device app(s), vehicle detection and identification mechanism(s), vehicle occupant identification mechanism(s), payment method(s), merchant's order management utility(ies), signaling system(s), queue management mechanism(s), exception handling mechanism(s), registry database(s), coordinating agent(s). Wherein the term drive-thru is used in a general sense and may also refer to drive-in; wherein the term merchant is used in a general sense and may also refer to service provider; wherein the term order management utility is used in the general sense and may also refer to customer management utility; and wherein the term coordinating agent and intermediary may be used interchangeably.
Claim 2: The system of claim 1, wherein smart-device(s) include smartphone(s), snnartwatch(es), tablet computer(s), vehicle infotainment and telematics system(s), or any other computing and communicating device carried in the vehicle. Wherein a smart-device not part of the vehicle but carried in the vehicle may be in any of a number of modes including where it is associated or connected to the vehicle infotainment and telematics system or add-on hands-free system, or not associated with either.
Wherein one or more smart-device(s) may be carried in the vehicle simultaneously, and where one or more of the devices may be associated or connected to the vehicle infotainment and telematics system or add-on hands-free system concurrently.
Claim 3: The system of claim 1, wherein vehicles are detected by any of a number of means including line of sight disruption between transmitter and receiver, video analysis, induction sensors, pressure sensors, or a combination of the above.
Claim 4: The system of claim 1, wherein vehicles are identified by any of a number of means including ALPR, RFID, wireless network ID (such as Bluetooth ID, W-Fi SSID, IMEI, DSRC
ID, C-V2X ID), artificial intelligence, or a combination of the above.
Claim 5: The system of claim 1, wherein vehicle occupants are identified by any of a number of means including facial recognition, presence of their smart-device(s) in the same location as the vehicle, log-in or other authenticated status on a smart-device carried in the vehicle, other contextual clues, artificial intelligence, or a combination of the above.
Claim 6: The system of claim 1, wherein payment methods include payment instrument, payee authentication, and spending limits; wherein payment instrument may be any of a number of types including credit, debit, pre-paid cash, redeemable reward points, or any other store of redeemable value; wherein payee authentication may be single factor or multifactorial including such factors as identification of payee smart-device at merchant location, identification of payee vehicle at merchant location, payee log-in or other authentication status (such as by pass-code, voice recognition, facial recognition, thumbprint, or fingerprint) on a smart-device in the vehicle, associated state of payee smart-device and vehicle infotainment and telematics system, scan-able RFID
tag embedded under payee skin or worn in jewelry or carried in person, and inference by artificial intelligence. Furthermore, a recording of the order conversation may be saved for a limited period of time as proof of acknowledgement of amount due and authorization of payment.
Claim 7: The system of claim 1, wherein merchant's order management utility may be connected to the registry database in any of a number of ways including through registry database interface(s) or through coordinating agent(s).
Claim 8: The system of claim 1, wherein signaling systems may comprise in part of mechanisms at the drive-thru facility and in part of mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-device(s) carried in those vehicle(s) or on remote device(s) connected to those in the vehicle(s); wherein signaling mechanisms at the drive-thru facility may be any of a number types including signaling lights, information displays, automated barriers, audio and video messages; wherein mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-devices carried in those vehicles or on remote devices connected to those in the vehicle(s) may include distinctive sounds, displayed text, icons, graphics, images, videos, or a combination of the above.
Wherein signaling may communicate any of a number of pieces of information including whether vehicle has been identified, whether occupant(s) may be contactable over the vehicle infotainment and telematics system or on a smart-device carried in the vehicle, time until contact may be expected, contact is imminent, active calls may be put on hold shortly, call partner(s) may be ordering at a drive-thru facility, previously active calls are on hold, change in any circumstance, order progress, payment status, authentication status, merchandise or service readiness status, vehicle queue status, and any other available and relevant information.
Claim 9: A vehicle entering the drive-thru facility is detected and one or more of its identifiers are read and communicated to the coordinating agent by the drive-thru merchant's customer and order management utility. The coordinating agent identifies the vehicle and one or more of its occupant(s), determines method(s) of contacting the occupant(s), and informs the merchant of its findings. Status information is communicated over the signaling systems.
Claim 10: The system of claim 9, wherein method(s) of contact include list of contactable occupant(s), and where there are multiple contactable occupants the priority order in which they are to be contacted. Wherein more than one set of occupant(s) in a vehicle may interact with the drive-thru separately to place separate orders. Wherein the method(s) of contact include communicating with smart-device(s) presently associated with the vehicle infotainment and telematics system or add-on hands-free system, smart-device(s) carried in the vehicle but not necessarily associated with the vehicle infotainment and telematics system or add-on hands-free system, the vehicle infotainment and telematics system, the drive-thru intercom, or the server at the window;
furthermore, method(s) of contact include voice connection only, data connection only, both voice and data connection to a smart-device in the vehicle or to the vehicle infotainment and telematics system, or separate voice connection to a smart-device in the vehicle and data connection to the vehicle infotainment and telematics system.
Wherein contact with the vehicle infotainment and telematics system or smart-device(s) may be made using any of a number of technologies including cellular wireless (e.g., 3G, LTE, 5G), Wi-Fi, Bluetooth, C-V2X, DSRC, Wi-Max.
Claim 11: The drive-thru server contacts the occupant(s) according to the determined priority and method of contact, and if pre-authorized to do so the call may be auto-answered by the called device, actively engaged callers are put on hold, and status and progress are signaled over the signaling systems.
(If the call is to a smart-device in the vehicle that is not associated with the vehicle infotainment and telematics system or add-on hands-free system, it may be answered in hands-free mode.) A
simultaneous data connection may be established to the same smart-device or to the vehicle infotainment and telematics system. Server engages the occupant(s) in conversation to record the order whose details are displayed in real-time on drive-thru display(s), vehicle infotainment and telematics system display, and or on the smart-device display communicating with the drive-thru. Occupant(s) acknowledge order accuracy and amount due. Coordinating agent transfers payment from customer account to that of the merchant. Drive-thru merchant call is terminated, and any calls on hold are put through. Status and progress are communicated over the signaling systems.
Driver proceeds to the order collection window upon her turn in the queue.
Claim 12: The system and methods described herein are intended to connect a plurality of merchants and types of merchants with customers to affect effortless and consistent order and purchase experience(s) by streamlining and harmonizing across common elements involved in ordering and purchasing, wherein the role of the intermediary is pivotal and indispensable.
Claim 13: The system of claim 1, wherein the smart-device app serves multiple functions including interface to the customer account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with merchants, service providers, and technical support services.
Claim 14: The system of claim 13, wherein customer account includes a number of attributes including such identifiers as name, address, phone number, email address, and social media handles. Wherein customer account includes a vehicle(s) section for vehicle(s) associated with the customer including labels associated with each vehicle such as VIN, license plate number, RFID
tag, and OR-code, and other attributes including make, model, model year, trim, color, and wireless networking IDs (such as Bluetooth ID, Wi-Fi SSID, IMEI, DSRC ID, and C-V2X ID). Wherein customer account includes a smart-device(s) section for smart-device(s) associated with the customer including such information as make, model, OS, OS version, app version, Bluetooth ID, Wi-Fi SSID, NEC ID, IMEI, phone number. Wherein customer account includes a payments section where the customer may specify one or more payment instruments including credit, debit, pre-paid cash, redeemable reward points, or any redeemable store of value; payment preferences including payment instrument priorities, and payment limits, including single transaction limit, per time period limits, per merchant limit, and per service type limit. Wherein customer account includes a preferences section where customer may allow the smart-device app to track information, including location, and whether or not the smart-device is associated with vehicle infotainment and telematics system or add-on hands-free system. Wherein customer account includes a merchants section, where customer may select one or more merchants with whom she wishes to interact using the systems and methods of this invention. Wherein for the selected merchants or types of merchants she may set specific preferences including whether or not they may call her on a smart-device, and whether or not the call may be auto-answered. Wherein each selected merchant or type of merchants may present additional options including customize-able and personize-able menus. Wherein selected merchants may offer redeemable reward points or other loyalty features, and make special offers. Wherein some of the information in the customer profile in the registry database is static (i.e., it is updated only when manually changed from the app) and some of the information is dynamic;
furthermore, where dynamic information may be updated in real-time (e.g., location), frequently (e.g., co-location of devices in the vehicle), or be event-driven (e.g., association or disassociation of smartphone to vehicle infotainment system). Wherein customer profile stored in the registry database may include additional derived parameters such as currently available methods of contact, and order and purchase patterns.
Claim 15: The system of claim 1, wherein the merchant's customer and order management utility serves multiple functions including interface to merchant account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with customers and technical support services, and conduit or portal for communication with signaling systems.
Claim 16: The system of claim 15, wherein merchant account or profile includes a number of attributes including such identifiers as name of business, address, and phone number;
lists, directories, or menus of offerings, available options for customization and personalization, availability status of offerings, prices, and special offers; days and hours of operation; wherein merchant profile in the registry database may include such derived and assigned parameters as wait times, customer ratings, and pricing history and projections.
Claim 17: The system of claim 1, wherein the registry database may be stored in any of a number of ways including in distributed storage in cloud space; wherein the registry database contains information related to customers including account profiles, vehicle(s), smart-device(s), payment methods, monitored activities (such as location), selected merchant(s), customized or personalized menu items, methods and preferences for contact and notifications, derived attributes (such as purchase patterns), and documents (such as orders, invoices, and receipts); wherein the registry database includes information related to merchants including account profiles, lists, directories, or menu of offerings, available options for customization and personalization, days and hours of operation, availability status of offerings, prices, special offers, monitored activities (such as wait times), derived attributes (such as pricing history and pricing projections), and assigned attributes (such as customer ratings).
Claim 18: The system of claim 1, wherein the coordinating agent maintains and manages the registry database; identifies vehicle(s) and occupant(s); determines method(s) of contacting occupant(s);
determines signaling communication; facilitates communications; facilitates authentications and payments; tracks, collects, shares customer activity as per the needs of the services it facilitates, as per merchant needs, as per customer and coordinating agent preferences, and as per the limits set out by laws and regulations; tracks, collects, shares merchant activity as per the needs of the services it facilitates, as per customer needs, as per merchant and coordinating agent preferences, and as per the limits set out by laws and regulations; wherein the coordinating agent generalizes and harmonizes customer preferences across a plurality of merchants and types; wherein the coordinating agent manages advertisements; wherein the coordinating agent uses artificial intelligence, machine learning, and data analytics. Furthermore, the coordinating agent or intermediary functions may be divided or shared among a plurality of coordinating agents or intermediaries each having the same or similar function or different and complimentary functions.
Claim 19: The system of claim 1, wherein the queue management mechanism(s) include one or more vehicle detection and identification points, sensors, or stations; one or more signaling points, devices, or stations.
Claim 20: The system of claim 1, wherein exception handling mechanism(s) may be any of a number of mechanisms providing graceful degradation and recovery in the wake of power outage and back-up power failure, primary and backup network disconnection, system malfunction, including manual or semi-automated customer and order management. Furthermore, wherein exception handling mechanism(s) include graceful response in the wake of order abandonment by customer, or merchandise or service refusal by customer, and where merchandise or service is no longer available at the order collection window or station.
Claims
verify its accuracy. Once customer acknowledges the order and agrees to the amount due presented to her, the coordinating agent transfers payment from her account to that of the merchant. The call from the drive-thru server is terminated, and any calls on hold are put through.
The vehicle infotainment and telematics system briefly displays a message stating such information as the total amount paid, a thank you note, and loyalty points earned in the transaction. Upon her turn in the queue customer pulls up to the order collection window, collects her order, and drives away.
By design the ordering process is entirely hands-free; it retains the aspect of ordering by voice conversation which is a desirable aspect for a streamlined experience; and it does not require the customer to roll down her window except at the final stage when collecting the order.
The disclosed embodiments include systems and methods that provide streamlined and harmonized order and purchase experience facilitated by a coordinating agent. The role of the coordinating agent is pivotal and indispensable: It allows customer to transact with the plurality of merchants through one app and account in a consistent manner, and to retain control over access to her identity and contact information, which need not be disclosed to the merchants; and it allows the merchants to concentrate on their core businesses by reducing the logistical burden; and to potentially have access to consumer purchase habits measured across the plurality of merchants; etc.
What is claimed is:
Claim 1: The system including drive-thru merchant(s), vehicle(s) and vehicle occupant(s), smart-device(s) carried in the vehicle(s), smart-device app(s), vehicle detection and identification mechanism(s), vehicle occupant identification mechanism(s), payment method(s), merchant's order management utility(ies), signaling system(s), queue management mechanism(s), exception handling mechanism(s), registry database(s), coordinating agent(s). Wherein the term drive-thru is used in a general sense and may also refer to drive-in; wherein the term merchant is used in a general sense and may also refer to service provider; wherein the term order management utility is used in the general sense and may also refer to customer management utility; and wherein the term coordinating agent and intermediary may be used interchangeably.
Claim 2: The system of claim 1, wherein smart-device(s) include smartphone(s), smartwatch(es), tablet computer(s), vehicle infotainment and telematics system(s), or any other computing and communicating device carried in the vehicle. Wherein a smart-device not part of the vehicle but carried in the vehicle may be in any of a number of modes including where it is associated or connected to the vehicle infotainment and telematics system or add-on hands-free system, or not associated with either.
Wherein one or more smart-device(s) may be carried in the vehicle simultaneously, and where one or more of the devices may be associated or connected to the vehicle infotainment and telematics system or add-on hands-free system concurrently.
Claim 3: The system of claim 1, wherein vehicles are detected by any of a number of means including line of sight disruption between transmitter and receiver, video analysis, induction sensors, pressure sensors, or a combination of the above.
Claim 4: The system of claim 1, wherein vehicles are identified by any of a number of means including ALPR, RFID, wireless network ID (such as Bluetooth ID, W-Fi SSID, IMEI, DSRC
ID, C-V2X ID), artificial intelligence, or a combination of the above.
Claim 5: The system of claim 1, wherein vehicle occupants are identified by any of a number of means including facial recognition, presence of their smart-device(s) in the same location as the vehicle, log-in or other authenticated status on a smart-device carried in the vehicle, other contextual clues, artificial intelligence, or a combination of the above.
Claim 6: The system of claim 1, wherein payment methods include payment instrument, payee authentication, and spending limits; wherein payment instrument may be any of a number of types including credit, debit, pre-paid cash, redeemable reward points, or any other store of redeemable value; wherein payee authentication may be single factor or multifactorial including such factors as identification of payee smart-device at merchant location, identification of payee vehicle at merchant location, payee log-in or other authentication status (such as by pass-code, voice recognition, facial recognition, thumbprint, or fingerprint) on a smart-device in the vehicle, associated state of payee smart-device and vehicle infotainment and telematics system, scan-able RFID
tag embedded under payee skin or worn in jewelry or carried in person, and inference by artificial intelligence. Furthermore, a recording of the order conversation may be saved for a limited period of time as proof of acknowledgement of amount due and authorization of payment.
Claim 7: The system of claim 1, wherein merchant's order management utility may be connected to the registry database in any of a number of ways including through registry database interface(s) or through coordinating agent(s).
Claim 8: The system of claim 1, wherein signaling systems may comprise in part of mechanisms at the drive-thru facility and in part of mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-device(s) carried in those vehicle(s) or on remote device(s) connected to those in the vehicle(s); wherein signaling mechanisms at the drive-thru facility may be any of a number types including signaling lights, information displays, automated barriers, audio and video messages; wherein mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-devices carried in those vehicles or on remote devices connected to those in the vehicle(s) may include distinctive sounds, displayed text, icons, graphics, images, videos, or a combination of the above.
Wherein signaling may communicate any of a number of pieces of information including whether vehicle has been identified, whether occupant(s) may be contactable over the vehicle infotainment and telematics system or on a smart-device carried in the vehicle, time until contact may be expected, contact is imminent, active calls may be put on hold shortly, call partner(s) may be ordering at a drive-thru facility, previously active calls are on hold, change in any circumstance, order progress, payment status, authentication status, merchandise or service readiness status, vehicle queue status, and any other available and relevant information.
Claim 9: A vehicle entering the drive-thru facility is detected and one or more of its identifiers are read and communicated to the coordinating agent by the drive-thru merchant's customer and order management utility. The coordinating agent identifies the vehicle and one or more of its occupant(s), determines method(s) of contacting the occupant(s), and informs the merchant of its findings. Status information is communicated over the signaling systems.
Claim 10: The system of claim 9, wherein method(s) of contact include list of contactable occupant(s), and where there are multiple contactable occupants the priority order in which they are to be contacted. Wherein more than one set of occupant(s) in a vehicle may interact with the drive-thru separately to place separate orders. Wherein the method(s) of contact include communicating with smart-device(s) presently associated with the vehicle infotainment and telematics system or add-on hands-free system, smart-device(s) carried in the vehicle but not necessarily associated with the vehicle infotainment and telematics system or add-on hands-free system, the vehicle infotainment and telematics system, the drive-thru intercom, or the server at the window;
furthermore, method(s) of contact include voice connection only, data connection only, both voice and data connection to a smart-device in the vehicle or to the vehicle infotainment and telematics system, or separate voice connection to a smart-device in the vehicle and data connection to the vehicle infotainment and telematics system.
Wherein contact with the vehicle infotainment and telematics system or smart-device(s) may be made using any of a number of technologies including cellular wireless (e.g., 3G, LTE, 5G), Wi-Fi, Bluetooth, C-V2X, DSRC, Wi-Max.
Claim 11: The drive-thru server contacts the occupant(s) according to the determined priority and method of contact, and if pre-authorized to do so the call may be auto-answered by the called device, actively engaged callers are put on hold, and status and progress are signaled over the signaling systems.
(lf the call is to a smart-device in the vehicle that is not associated with the vehicle infotainment and telematics system or add-on hands-free system, it may be answered in hands-free mode.) A
simultaneous data connection may be established to the same smart-device or to the vehicle infotainment and telematics system. Server engages the occupant(s) in conversation to record the order whose details are displayed in real-time on drive-thru display(s), vehicle infotainment and telematics system display, and or on the smart-device display communicating with the drive-thru. Occupant(s) acknowledge order accuracy and amount due. Coordinating agent transfers payment from customer account to that of the merchant. Drive-thru merchant call is terminated, and any calls on hold are put through. Status and progress are communicated over the signaling systems.
Driver proceeds to the order collection window upon her turn in the queue.
Claim 12: The system and methods described herein are intended to connect a plurality of merchants and types of merchants with customers to affect effortless and consistent order and purchase experience(s) by streamlining and harmonizing across common elements involved in ordering and purchasing, wherein the role of the intermediary is pivotal and indispensable.
Claim 13: The system of claim 1, wherein the smart-device app serves multiple functions including interface to the customer account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with merchants, service providers, and technical support services.
Claim 14: The system of claim 13, wherein customer account includes a number of attributes including such identifiers as name, address, phone number, email address, and social media handles. Wherein customer account includes a vehicle(s) section for vehicle(s) associated with the customer including labels associated with each vehicle such as VIN, license plate number, RFID
tag, and QR-code, and other attributes including make, model, model year, trim, color, and wireless networking IDs (such as Bluetooth ID, Wi-Fi SSID, IMEI, DSRC ID, and C-V2X ID). Wherein customer account includes a smart-device(s) section for smart-device(s) associated with the customer including such information as make, model, OS, OS version, app version, Bluetooth ID, Wi-Fi SSID, NFC ID, IMEI, phone number. Wherein customer account includes a payments section where the customer may specify one or more payment instruments including credit, debit, pre-paid cash, redeemable reward points, or any redeemable store of value; payment preferences including payment instrument priorities, and payment limits, including single transaction limit, per time period limits, per merchant limit, and per service type limit. Wherein customer account includes a preferences section where customer may allow the smart-device app to track information, including location, and whether or not the smart-device is associated with vehicle infotainment and telematics system or add-on hands-free system. Wherein customer account includes a merchants section, where customer may select one or more merchants with whom she wishes to interact using the systems and methods of this invention. Wherein for the selected merchants or types of merchants she may set specific preferences including whether or not they may call her on a smart-device, and whether or not the call may be auto-answered. Wherein each selected merchant or type of merchants may present additional options including customize-able and personize-able menus. Wherein selected merchants may offer redeemable reward points or other loyalty features, and make special offers. Wherein some of the information in the customer profile in the registry database is static (i.e., it is updated only when manually changed from the app) and some of the information is dynamic;
furthermore, where dynamic information may be updated in real-time (e.g., location), frequently (e.g., co-location of devices in the vehicle), or be event-driven (e.g., association or disassociation of smartphone to vehicle infotainment system). Wherein customer profile stored in the registry database may include additional derived parameters such as currently available methods of contact, and order and purchase patterns.
Claim 15: The system of claim 1, wherein the merchant's customer and order management utility serves multiple functions including interface to merchant account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with customers and technical support services, and conduit or portal for communication with signaling systems.
Claim 16: The system of claim 15, wherein merchant account or profile includes a number of attributes including such identifiers as name of business, address, and phone number;
lists, directories, or menus of offerings, available options for customization and personalization, availability status of offerings, prices, and special offers; days and hours of operation; wherein merchant profile in the registry database may include such derived and assigned parameters as wait times, customer ratings, and pricing history and projections.
Claim 17: The system of claim 1, wherein the registry database may be stored in any of a number of ways including in distributed storage in cloud space; wherein the registry database contains information related to customers including account profiles, vehicle(s), smart-device(s), payment methods, monitored activities (such as location), selected merchant(s), customized or personalized menu items, methods and preferences for contact and notifications, derived attributes (such as purchase patterns), and documents (such as orders, invoices, and receipts); wherein the registry database includes information related to merchants including account profiles, lists, directories, or menu of offerings, available options for customization and personalization, days and hours of operation, availability status of offerings, prices, special offers, monitored activities (such as wait times), derived attributes (such as pricing history and pricing projections), and assigned attributes (such as customer ratings).
Claim 18: The system of claim 1, wherein the coordinating agent maintains and manages the registry database; identifies vehicle(s) and occupant(s); determines method(s) of contacting occupant(s);
determines signaling communication; facilitates communications; facilitates authentications and payments; tracks, collects, shares customer activity as per the needs of the services it facilitates, as per merchant needs, as per customer and coordinating agent preferences, and as per the limits set out by laws and regulations; tracks, collects, shares merchant activity as per the needs of the services it facilitates, as per customer needs, as per merchant and coordinating agent preferences, and as per the limits set out by laws and regulations; wherein the coordinating agent generalizes and harmonizes customer preferences across a plurality of merchants and types; wherein the coordinating agent manages advertisements; wherein the coordinating agent uses artificial intelligence, machine learning, and data analytics. Furthermore, the coordinating agent or intermediary functions may be divided or shared among a plurality of coordinating agents or intermediaries each having the same or similar function or different and complimentary functions.
Claim 19: The system of claim 1, wherein the queue management mechanism(s) include one or more vehicle detection and identification points, sensors, or stations; one or more signaling points, devices, or stations.
Claim 20: The system of claim 1, wherein exception handling mechanism(s) may be any of a number of mechanisms providing graceful degradation and recovery in the wake of power outage and back-up power failure, primary and backup network disconnection, system malfunction, including manual or semi-automated customer and order management. Furthermore, wherein exception handling mechanism(s) include graceful response in the wake of order abandonment by customer, or merchandise or service refusal by customer, and where merchandise or service is no longer available at the order collection window or station.
The vehicle infotainment and telematics system briefly displays a message stating such information as the total amount paid, a thank you note, and loyalty points earned in the transaction. Upon her turn in the queue customer pulls up to the order collection window, collects her order, and drives away.
By design the ordering process is entirely hands-free; it retains the aspect of ordering by voice conversation which is a desirable aspect for a streamlined experience; and it does not require the customer to roll down her window except at the final stage when collecting the order.
The disclosed embodiments include systems and methods that provide streamlined and harmonized order and purchase experience facilitated by a coordinating agent. The role of the coordinating agent is pivotal and indispensable: It allows customer to transact with the plurality of merchants through one app and account in a consistent manner, and to retain control over access to her identity and contact information, which need not be disclosed to the merchants; and it allows the merchants to concentrate on their core businesses by reducing the logistical burden; and to potentially have access to consumer purchase habits measured across the plurality of merchants; etc.
What is claimed is:
Claim 1: The system including drive-thru merchant(s), vehicle(s) and vehicle occupant(s), smart-device(s) carried in the vehicle(s), smart-device app(s), vehicle detection and identification mechanism(s), vehicle occupant identification mechanism(s), payment method(s), merchant's order management utility(ies), signaling system(s), queue management mechanism(s), exception handling mechanism(s), registry database(s), coordinating agent(s). Wherein the term drive-thru is used in a general sense and may also refer to drive-in; wherein the term merchant is used in a general sense and may also refer to service provider; wherein the term order management utility is used in the general sense and may also refer to customer management utility; and wherein the term coordinating agent and intermediary may be used interchangeably.
Claim 2: The system of claim 1, wherein smart-device(s) include smartphone(s), smartwatch(es), tablet computer(s), vehicle infotainment and telematics system(s), or any other computing and communicating device carried in the vehicle. Wherein a smart-device not part of the vehicle but carried in the vehicle may be in any of a number of modes including where it is associated or connected to the vehicle infotainment and telematics system or add-on hands-free system, or not associated with either.
Wherein one or more smart-device(s) may be carried in the vehicle simultaneously, and where one or more of the devices may be associated or connected to the vehicle infotainment and telematics system or add-on hands-free system concurrently.
Claim 3: The system of claim 1, wherein vehicles are detected by any of a number of means including line of sight disruption between transmitter and receiver, video analysis, induction sensors, pressure sensors, or a combination of the above.
Claim 4: The system of claim 1, wherein vehicles are identified by any of a number of means including ALPR, RFID, wireless network ID (such as Bluetooth ID, W-Fi SSID, IMEI, DSRC
ID, C-V2X ID), artificial intelligence, or a combination of the above.
Claim 5: The system of claim 1, wherein vehicle occupants are identified by any of a number of means including facial recognition, presence of their smart-device(s) in the same location as the vehicle, log-in or other authenticated status on a smart-device carried in the vehicle, other contextual clues, artificial intelligence, or a combination of the above.
Claim 6: The system of claim 1, wherein payment methods include payment instrument, payee authentication, and spending limits; wherein payment instrument may be any of a number of types including credit, debit, pre-paid cash, redeemable reward points, or any other store of redeemable value; wherein payee authentication may be single factor or multifactorial including such factors as identification of payee smart-device at merchant location, identification of payee vehicle at merchant location, payee log-in or other authentication status (such as by pass-code, voice recognition, facial recognition, thumbprint, or fingerprint) on a smart-device in the vehicle, associated state of payee smart-device and vehicle infotainment and telematics system, scan-able RFID
tag embedded under payee skin or worn in jewelry or carried in person, and inference by artificial intelligence. Furthermore, a recording of the order conversation may be saved for a limited period of time as proof of acknowledgement of amount due and authorization of payment.
Claim 7: The system of claim 1, wherein merchant's order management utility may be connected to the registry database in any of a number of ways including through registry database interface(s) or through coordinating agent(s).
Claim 8: The system of claim 1, wherein signaling systems may comprise in part of mechanisms at the drive-thru facility and in part of mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-device(s) carried in those vehicle(s) or on remote device(s) connected to those in the vehicle(s); wherein signaling mechanisms at the drive-thru facility may be any of a number types including signaling lights, information displays, automated barriers, audio and video messages; wherein mechanisms affected on the vehicle infotainment and telematics system(s) or on the smart-devices carried in those vehicles or on remote devices connected to those in the vehicle(s) may include distinctive sounds, displayed text, icons, graphics, images, videos, or a combination of the above.
Wherein signaling may communicate any of a number of pieces of information including whether vehicle has been identified, whether occupant(s) may be contactable over the vehicle infotainment and telematics system or on a smart-device carried in the vehicle, time until contact may be expected, contact is imminent, active calls may be put on hold shortly, call partner(s) may be ordering at a drive-thru facility, previously active calls are on hold, change in any circumstance, order progress, payment status, authentication status, merchandise or service readiness status, vehicle queue status, and any other available and relevant information.
Claim 9: A vehicle entering the drive-thru facility is detected and one or more of its identifiers are read and communicated to the coordinating agent by the drive-thru merchant's customer and order management utility. The coordinating agent identifies the vehicle and one or more of its occupant(s), determines method(s) of contacting the occupant(s), and informs the merchant of its findings. Status information is communicated over the signaling systems.
Claim 10: The system of claim 9, wherein method(s) of contact include list of contactable occupant(s), and where there are multiple contactable occupants the priority order in which they are to be contacted. Wherein more than one set of occupant(s) in a vehicle may interact with the drive-thru separately to place separate orders. Wherein the method(s) of contact include communicating with smart-device(s) presently associated with the vehicle infotainment and telematics system or add-on hands-free system, smart-device(s) carried in the vehicle but not necessarily associated with the vehicle infotainment and telematics system or add-on hands-free system, the vehicle infotainment and telematics system, the drive-thru intercom, or the server at the window;
furthermore, method(s) of contact include voice connection only, data connection only, both voice and data connection to a smart-device in the vehicle or to the vehicle infotainment and telematics system, or separate voice connection to a smart-device in the vehicle and data connection to the vehicle infotainment and telematics system.
Wherein contact with the vehicle infotainment and telematics system or smart-device(s) may be made using any of a number of technologies including cellular wireless (e.g., 3G, LTE, 5G), Wi-Fi, Bluetooth, C-V2X, DSRC, Wi-Max.
Claim 11: The drive-thru server contacts the occupant(s) according to the determined priority and method of contact, and if pre-authorized to do so the call may be auto-answered by the called device, actively engaged callers are put on hold, and status and progress are signaled over the signaling systems.
(lf the call is to a smart-device in the vehicle that is not associated with the vehicle infotainment and telematics system or add-on hands-free system, it may be answered in hands-free mode.) A
simultaneous data connection may be established to the same smart-device or to the vehicle infotainment and telematics system. Server engages the occupant(s) in conversation to record the order whose details are displayed in real-time on drive-thru display(s), vehicle infotainment and telematics system display, and or on the smart-device display communicating with the drive-thru. Occupant(s) acknowledge order accuracy and amount due. Coordinating agent transfers payment from customer account to that of the merchant. Drive-thru merchant call is terminated, and any calls on hold are put through. Status and progress are communicated over the signaling systems.
Driver proceeds to the order collection window upon her turn in the queue.
Claim 12: The system and methods described herein are intended to connect a plurality of merchants and types of merchants with customers to affect effortless and consistent order and purchase experience(s) by streamlining and harmonizing across common elements involved in ordering and purchasing, wherein the role of the intermediary is pivotal and indispensable.
Claim 13: The system of claim 1, wherein the smart-device app serves multiple functions including interface to the customer account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with merchants, service providers, and technical support services.
Claim 14: The system of claim 13, wherein customer account includes a number of attributes including such identifiers as name, address, phone number, email address, and social media handles. Wherein customer account includes a vehicle(s) section for vehicle(s) associated with the customer including labels associated with each vehicle such as VIN, license plate number, RFID
tag, and QR-code, and other attributes including make, model, model year, trim, color, and wireless networking IDs (such as Bluetooth ID, Wi-Fi SSID, IMEI, DSRC ID, and C-V2X ID). Wherein customer account includes a smart-device(s) section for smart-device(s) associated with the customer including such information as make, model, OS, OS version, app version, Bluetooth ID, Wi-Fi SSID, NFC ID, IMEI, phone number. Wherein customer account includes a payments section where the customer may specify one or more payment instruments including credit, debit, pre-paid cash, redeemable reward points, or any redeemable store of value; payment preferences including payment instrument priorities, and payment limits, including single transaction limit, per time period limits, per merchant limit, and per service type limit. Wherein customer account includes a preferences section where customer may allow the smart-device app to track information, including location, and whether or not the smart-device is associated with vehicle infotainment and telematics system or add-on hands-free system. Wherein customer account includes a merchants section, where customer may select one or more merchants with whom she wishes to interact using the systems and methods of this invention. Wherein for the selected merchants or types of merchants she may set specific preferences including whether or not they may call her on a smart-device, and whether or not the call may be auto-answered. Wherein each selected merchant or type of merchants may present additional options including customize-able and personize-able menus. Wherein selected merchants may offer redeemable reward points or other loyalty features, and make special offers. Wherein some of the information in the customer profile in the registry database is static (i.e., it is updated only when manually changed from the app) and some of the information is dynamic;
furthermore, where dynamic information may be updated in real-time (e.g., location), frequently (e.g., co-location of devices in the vehicle), or be event-driven (e.g., association or disassociation of smartphone to vehicle infotainment system). Wherein customer profile stored in the registry database may include additional derived parameters such as currently available methods of contact, and order and purchase patterns.
Claim 15: The system of claim 1, wherein the merchant's customer and order management utility serves multiple functions including interface to merchant account or profile in the registry database, interface to the coordinating agent, and conduit or portal for communication with customers and technical support services, and conduit or portal for communication with signaling systems.
Claim 16: The system of claim 15, wherein merchant account or profile includes a number of attributes including such identifiers as name of business, address, and phone number;
lists, directories, or menus of offerings, available options for customization and personalization, availability status of offerings, prices, and special offers; days and hours of operation; wherein merchant profile in the registry database may include such derived and assigned parameters as wait times, customer ratings, and pricing history and projections.
Claim 17: The system of claim 1, wherein the registry database may be stored in any of a number of ways including in distributed storage in cloud space; wherein the registry database contains information related to customers including account profiles, vehicle(s), smart-device(s), payment methods, monitored activities (such as location), selected merchant(s), customized or personalized menu items, methods and preferences for contact and notifications, derived attributes (such as purchase patterns), and documents (such as orders, invoices, and receipts); wherein the registry database includes information related to merchants including account profiles, lists, directories, or menu of offerings, available options for customization and personalization, days and hours of operation, availability status of offerings, prices, special offers, monitored activities (such as wait times), derived attributes (such as pricing history and pricing projections), and assigned attributes (such as customer ratings).
Claim 18: The system of claim 1, wherein the coordinating agent maintains and manages the registry database; identifies vehicle(s) and occupant(s); determines method(s) of contacting occupant(s);
determines signaling communication; facilitates communications; facilitates authentications and payments; tracks, collects, shares customer activity as per the needs of the services it facilitates, as per merchant needs, as per customer and coordinating agent preferences, and as per the limits set out by laws and regulations; tracks, collects, shares merchant activity as per the needs of the services it facilitates, as per customer needs, as per merchant and coordinating agent preferences, and as per the limits set out by laws and regulations; wherein the coordinating agent generalizes and harmonizes customer preferences across a plurality of merchants and types; wherein the coordinating agent manages advertisements; wherein the coordinating agent uses artificial intelligence, machine learning, and data analytics. Furthermore, the coordinating agent or intermediary functions may be divided or shared among a plurality of coordinating agents or intermediaries each having the same or similar function or different and complimentary functions.
Claim 19: The system of claim 1, wherein the queue management mechanism(s) include one or more vehicle detection and identification points, sensors, or stations; one or more signaling points, devices, or stations.
Claim 20: The system of claim 1, wherein exception handling mechanism(s) may be any of a number of mechanisms providing graceful degradation and recovery in the wake of power outage and back-up power failure, primary and backup network disconnection, system malfunction, including manual or semi-automated customer and order management. Furthermore, wherein exception handling mechanism(s) include graceful response in the wake of order abandonment by customer, or merchandise or service refusal by customer, and where merchandise or service is no longer available at the order collection window or station.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA3023575A CA3023575A1 (en) | 2018-11-08 | 2018-11-08 | Mediated drive-thru transacting |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA3023575A CA3023575A1 (en) | 2018-11-08 | 2018-11-08 | Mediated drive-thru transacting |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CA3023575A1 true CA3023575A1 (en) | 2020-05-08 |
Family
ID=70526733
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA3023575A Pending CA3023575A1 (en) | 2018-11-08 | 2018-11-08 | Mediated drive-thru transacting |
Country Status (1)
| Country | Link |
|---|---|
| CA (1) | CA3023575A1 (en) |
-
2018
- 2018-11-08 CA CA3023575A patent/CA3023575A1/en active Pending
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