GB2382423A

GB2382423A - An e-commerce system using SMS order confirmation

Info

Publication number: GB2382423A
Application number: GB0206950A
Authority: GB
Inventors: Adrian Gary Skidmore
Original assignee: Roke Manor Research Ltd
Current assignee: Roke Manor Research Ltd
Priority date: 2001-11-22
Filing date: 2002-03-25
Publication date: 2003-05-28
Also published as: GB0128014D0; GB0206950D0

Abstract

An E-commerce system comprises an internet communication link for placement of an order by a customer on a sales outlet, and an SMS (Short Message Service) mobile phone link for confirmation of the order by the sales outlet to the customer, wherein the order is accompanied by the customer's mobile phone number so that SMS confirmation of the order by the sales outlet to the customer and confirmation of the customer's bona fides to back to the sales outlet facilitated.

Description

IMPROVEMENTS IN OR RELATING TO E-COMMERCE SYSTEMS This invention relates to E-commerce systems and more especially but not exclusively it relates to systems which use a computer terminal and the internet to facilitate the placement by a customer of an order for goods or services on a sales outlet.

Such systems are well known and the placement of such orders inevitably results in some unavoidable delay before an order can be confirmed or refused. The length of the delay depends upon the goods or the services ordered and hours of business of the retailer and the Ecommerce system used and may in some cases delay be considerable. The result is that if a customer requires urgent confirmation of an order, they may in effect be tied to a computer terminal for some time whilst awaiting such confirmation, which in some cases can be most inconvenient.

Furthermore many retail and service outlets do not have, or require, access to the internet. In situations where direct internet access may be inappropriate, the use of the text messaging facility of mobile phones may yet provide an effective communication scheme.

It is therefore an object of this invention to provide an improved Ecommerce system wherein the aforementioned problems are largely overcome or obviated at least in part: particularly the inconvenient wait for acknowledgement or confirmation of an order.

In accordance with one aspect of the present invention, there is provided an E-commerce system comprising internet communication equipment for placement of an internet order by a customer at a sales outlet, and mobile phone equipment for transmitting, receiving and

confirming the internet order over a mobile telecommunications network as a text message, wherein the internet order includes a customer mobile phone number, wherein acknowledgement of the internet order by the sales outlet is facilitated and wherein confirmation of the customer's identity is obtained as a text message from a customer mobile phone having the customer mobile phone number given in the internet order.

The internet communication equipment for order placement, may comprise a customer terminal; a web server; and an internet-mobile network gateway, wherein an internet connection is established between the customer terminal and the web server, customer data is transferred via the internet connection from the customer terminal to the gateway via the web server and wherein the gateway generates text message orders in accordance with the customer data.

The text message advantageously conforms to the short messaging system (SMS) standard.

The mobile phone equipment may include a sales outlet terminal, for receiving the text message orders over which sales outlet terminal provides for order confirmation back to the customer wherein the customer data includes customer order information and at least one customer mobile phone number.

The sales outlet terminal may be a conventional portable computing device with an appropriate means for connection to a mobile telecommunications system. Examples of portable computing devices include portable digital assistants (PDAs), laptop computers and pocket games consoles. Means for connection to a mobile telecommunications system will vary with respect to the type of portable computing device, examples include: a PCMCIA or'smart'card with mobile telecommunications capability; mobile phone modules for insertion in

PDAs ; or more simply the portable computing device may be coupled to a conventional mobile phone with a data connection lead.

The sales outlet terminal may even be a computing device installed within a vehicle and capable of receiving and transmitting at least text messaging information content over a mobile telephony connection.

The sales outlet terminal may alternatively be a dedicated terminal device comprising a mobile phone interface and decoder/encoder for reception and transmission respectively of coded SMS messages, and a software scanner which scans each order and checks it against a stock or work schedule/diary in order to establish whether an order can be met so that an appropriate acknowledgement can be transmitted back to the customer.

The sales outlet terminal preferably includes a processor unit for extracting customer order information and mobile telephone numbers from the text message orders received by the terminal. The processor unit advantageously parses the text message orders and interprets the parsed orders thereby unpacking the customer order information and mobile telephone numbers from the text message orders.

The sales outlet terminal may also include a memory unit for storing stock and work schedule data. The stock and work schedule data may constitute a diary or calendar.

The processor unit may then check the customer order information against the stock and work schedule data in order to establish whether the customer order can be met. In the case where the processor unit establishes that a given customer order can be met, the processor unit generates an order confirmation acknowledgement message for transmission back to the customer.

The sales outlet terminal transmits the order confirmation acknowledgement text message to the mobile telephone number extracted from the text message order corresponding to the given customer order.

The sales outlet terminal may further include an order processing logic unit, which, in operation, maintains stored lists of pending, confirmed, and rejected orders; an interface unit through which the stored lists can be accessed externally; and a database unit including a software program in accordance with which the system may be operated automatically and configured to match the requirements of a particular type of business.

A list of orders to be processed can therefore be generated automatically both within and outside opening hours.

The system may be used for the ordering of goods or services, for example: restaurant tables, theatre tickets, maintenance or repair services, or fast/takeout/home delivery food services.

In accordance with another aspect of the present invention, there is provided a method of handling an internet order, the method including: receiving an order request text message from a user, the order request text message containing order data extracted from the internet order, the internet order having been placed over an internet communication link, converted from internet format into a text message format and transmitted from an internet. to-text messaging gateway; processing the order request text message to determine whether the internet order can be actioned and to extract at least a user mobile telephone number from the order data; provided the internet order can be actioned, transmitting an order acknowledgement text message over a mobile telephone link to the user mobile telephone number; and receiving a user confirmation text message from the user mobile telephone number, thereby ensuring that the user has

received and accepted the order acknowledgement text message and verifying that the user approves the order acknowledgement.

The method has the advantage that it allows the placement of an internet order at a sales outlet where the sales outlet has no direct internet connection.

The order request, order acknowledgement and user confirmation text messages are may each be SMS messages and the internet-to-text messaging gateway may be an internet-to-SMS gateway.

The method preferably also includes transmitting an order refusal text message over a mobile telephone link to the user mobile telephone number when the internet order can not be actioned.

In yet a further aspect of the present invention, there is provided a sales outlet terminal for handling an internet order, the terminal comprising: a mobile phone interface for receiving and transmitting text messages over a mobile telephony connection; and a processor unit coupled to the mobile phone interface for processing text messages received by the terminal and for generating further text messages that are transmitted, wherein the processor unit extracts information content from order request text messages received by the terminal, the information content including at least customer order information and mobile telephone numbers, wherein the processor unit determines from the customer order information whether the internet order can be actioned, and wherein the processor unit generates an order acknowledgement message for each internet order which is actionable.

Preferably, the processor unit includes: a decoder/encoder for converting received text messages from text message format and converting order acknowledgement messages into text message format, the mobile phone interface being coupled to the processor unit via the

decoder/encoder; and a scanner unit which scans each decoded order and checks it against a service look-up table thereby determining whether the order can be actioned.

The processor unit may also include: a storage unit for storing at least one list of order records; and an order processing unit, which maintains said at least one list, updating the statuses of each order in dependence upon the order information.

The at least one list preferably includes a list of pending orders, a list of confirmed orders and a list of rejected orders.

The terminal may further comprise a sales point interface via which the at least one list can be externally accessed and updated. The sales point interface is advantageously a graphical user interface (GUI).

The processor unit may further comprise a rules database unit, the rules database unit storing the order processing rules and message formatting rules; and wherein the decoder/encoder converts messages in accordance with the rules stored in the rules database unit. The rules stored in the rules database unit may be reconfigurable, thereby allowing the behaviour of the terminal to be customised.

In a still further aspect of the present invention there is provided a distributed order placement arrangement comprising: a data entry device, which receives information content from a customer and formats the information content in an internet format; an intemet-to-text messaging gateway for converting messages from internet format to text message format and for transmitting messages in text message format over a mobile telephone link; an internet communication link comprising at least one networked node, the internet formatted customer information being transmitted from the data entry device to the gateway via the internet communication link; and a sales outlet terminal as set out above, wherein

the sales outlet terminal receives messages in text message format transmitted from the gateway, the received text messages including order request text messages. Each networked node may be a web server.

The method and apparatus of the invention are therefore suited to handling real-time ordering of goods and/or services over the internet in conjunction with a short messaging system (SMS) such as the text messaging systems offered by mobile telephone operators.

Characteristically, therefore, the customer requires both an internet connection, for browsing available products or services, and a mobile telephone connection.

The provision of an internet-to-SMS gateway, whereby orders placed over the internet are converted into SMS-encoded orders, allows retailers or service providers, for whom direct internet connection is impractical or undesirable, to receive and acknowledge internet orders.

The method and apparatus of the invention are advantageous for the customer too. Confirmation is effected using SMS and a customer's own mobile phone and consequently a customer can place an internet order and still be free to move away from the terminal through which the order was placed whilst awaiting confirmation or acknowledgement. The customer need not therefore be tied to the computer terminal as is the case in conventional e-commerce systems.

One embodiment of the invention will now be described with reference to the accompanying drawings in which; Figure 1 shows a generally schematic block diagram of an Ecommerce system; and Figure 2 shows a generally schematic block/flow diagram of a sales outlet terminal which forms a part of the system as shown in Figure 1.

The E-commerce system of Figure 1 includes a computer terminal 1 and a mobile phone 2, both of which are proprietary items in general use by a customer, and which will not therefore normally be dedicated exclusively to use in this system by the customer. When placing an internet order, an internet connection 102 is established between the computer terminal 1 and a commercial web server 3.

It should be recalled that web server 3 may be hosting the pages for several companies. The customer browses product and/or service descriptions on conventional webpages using a web client application, in most cases a web browser. The customer selects a given product/service and places an order for that product/service. For simplicity,"placing an order for a product/service"should be understood to include submission of a request for that product/service. As might be expected, the customer places an internet order through the computer terminal 1 by entering details of the order onto an online form. The details here include the customer's mobile phone number, the items requested and a delivery address.

A program running on the web server 3 allows the server to parse the details of the internet order entered by the customer. The program in this case is a CGI script but could alternatively be written in another interpreted programming language or even in a compiled language such as Java or C#.

Using the get function of the hypertext transfer protocol (HTTP), the program running on the web server 3 extracts text from the online form, packages the extracted text and sends the packaged text 104, together with the mobile phone number of the retailer owning the product web page, to a conventional internet-to-SMS gateway terminal 4. The intemet-to-SMS gateway 4 operates as an interface between the internet 100 and the text messaging facility of a mobile telecommunications network 110. The packaged customer data, including order details and the customer's mobile

telephone number, are transmitted from the gateway 4 as a text message order request 112. The phone number of the mobile device to which the order request 112 is addressed is set to be the retailer's mobile phone number, as sent with the packaged text 104.

In the illustrated embodiment, the text message order request 112 is transmitted across the mobile telecommunications network 110 to a dedicated E-commerce ordering terminal 5, located at a sales outlet or a mobile platform, such as a vehicle.

The sales outlet terminal 5 operates to process the text message order request 112. Again using SMS, the sales outlet terminal 5 then operates to communicate data 114,116 back across the mobile telecommunications network 110 to the customer's mobile phone 2. This is possible because the customer's mobile phone number can be extracted from the order request 112. The data communicated back to the customer may be indicative of either acceptance 114 or rejection 116 of the order.

An order might have to be rejected when, for example, an item is out of stock or when a service has become unavailable due to overbooking.

Additionally or alternatively the data 114, 116 transmitted by the sales outlet terminal 5 may provide information indicative of the progress of an accepted order or the explanation for a rejection.

Finally, in order to facilitate confirmation of the customer's identity back to the sales outlet terminal 5, the terminal can be arranged to transmit data 114 which invites a customer to confirm the original internet order with a further confirmatory text message 118 from the mobile phone to which the data 114 were transmitted. The invitation to confirm a transaction may be time-limited. Provided a time-limited invitation to confirm is accepted within a specific period, the sales outlet terminal 5 will mark the order as accepted and verified by the customer. The confirmatory

text message 118 therefore serves to authenticate the customer via his/her mobile phone and establish that customer's bona fides.

Once an order has been marked as confirmed, it can then be processed and the product or service can be provided.

Naturally the order would be cancelled if the specified period expired and no valid confirmatory text message 118 was received.

Furthermore when an order request has been rejected 116, the order transaction terminates and the order request is deleted from outlet terminal memory.

Referring now to Figure 2, the sales outlet terminal 5 comprises a mobile phone data interface 207, and a message decoder/encoder 208, which receives and processes incoming and outgoing messages respectively under the control of software in a database 209, which specifies the message formats for the type of business deploying this system, thereby making it customisable. Incoming messages are scanned by a scanner 210, which takes account of available time slots, and available goods or services as indicated by a work schedule/stock list and diary checker 211, to provide appropriate auto accept 212, or auto reject 213, acknowledgements for SMS transmission from the interface 207. An order processing state logic unit 214, operates to maintain and update three list stores 215, 216, 217, which contain data appertaining to pending, confirmed and rejected/timed out orders respectively. Access to this data externally is made available via a user interface 218.

Claims

CLAIMS: 1. A method of handling an internet order, the method including: receiving an order request text message from a user, the order request text message containing order data extracted from the internet order, the internet order having been placed over an internet communication link, converted from internet format into a text message format and transmitted from an internet-to-text messaging gateway; processing the order request text message to determine whether the internet order can be actioned and to extract at least a user mobile telephone number from the order data; provided the internet order can be actioned, transmitting an order acknowledgement text message over a mobile telephone link to the user mobile telephone number; and receiving a user confirmation text message from the user mobile telephone number, thereby ensuring that the user has received and accepted the order acknowledgement text message and verifying that the user approves the order acknowledgement.
2. A method as claimed in Claim I, wherein the order request, order acknowledgement and user confirmation text messages are each SMS messages and wherein the internet-to-text messaging gateway is an internet-to-SMS gateway.

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3. A method as claimed in Claims 1 or 2, further comprising: transmitting an order refusal text message over a mobile telephone link to the user mobile telephone number when the internet order can not be actioned.
4. A sales outlet terminal for handling an internet order, the terminal comprising : a mobile phone interface for receiving and transmitting text messages over a mobile telephony connection ; and a processor unit coupled to the mobile phone interface for processing text messages received by the terminal and for generating further text messages that are transmitted, wherein the processor unit extracts information content from order request text messages received by the terminal, the information content including at least customer order information and mobile telephone numbers, wherein the processor unit determines from the customer order information whether the internet order can be actioned, and wherein the processor unit generates an order acknowledgement message for each internet order which is actionable.
5. A sales outlet terminal as claimed in Claim 4, wherein the processor unit includes: a decoder/encoder for converting received text messages from text message format and converting order acknowledgement messages into text message format, the mobile phone interface being coupled to the processor unit via the decoder/encoder; and

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a scanner unit which scans each decoded order and checks it against a service look-up table thereby determining whether the order can be actioned.
6. A sales outlet terminal as claimed in Claim 4 or Claim 5, wherein the processor unit further includes: a storage unit for storing at least one list of order records; and an order processing unit, which maintains said at least one list, updating the statuses of each order in dependence upon the order information.
7. A sales outlet terminal as claimed in Claim 6 wherein the at least one list includes a list of pending orders, a list of confirmed orders and a list of rejected orders.
8. A sales outlet terminal as claimed in Claim 6 or Claim 7, the terminal further comprising a sales point interface via which the at least one list can be externally accessed and updated.
9. A sales outlet terminal as claimed in Claim 8, wherein the sales point interface is a graphical user interface.
10. A sales outlet terminal as claimed in any one of Claims 6 to 9, wherein the processor unit further comprises a rules database unit, the rules database unit storing the order processing rules and message formatting rules; and wherein the decoder/encoder converts messages in accordance with the rules stored in the rules database unit.

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11. A sales outlet terminal as claimed in Claim 10, wherein the rules stored in the rules database unit are reconfigurable, thereby allowing the behaviour of the terminal to be customised.
12. A distributed order placement arrangement comprising: a data entry device, which receives information content from a customer and formats the information content in an internet format ; an internet-to-text messaging gateway for converting messages from internet format to text message format and for transmitting messages in text message format over a mobile telephone link; an internet communication link comprising at least one networked node, the internet formatted customer information being transmitted from the data entry device to the gateway via the internet communication link; and a sales outlet terminal as claimed in any one of Claims 4 to 11, wherein the sales outlet terminal receives messages in text message format transmitted from the gateway, the received text messages including order request text messages.
13. A distributed order placement arrangement as claimed in Claim 12, wherein each of the at least one networked nodes is a web server.
14. A distributed order placement arrangement as claimed in Claim 12 or 13, wherein the arrangement is used for the ordering of retail goods or services.

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15. A sales outlet terminal as herein described with reference to Figure 2 of the accompanying drawings.
16. A distributed order placement arrangement as hereinbefore described with reference to the accompanying drawings.