WO2003069504A1

WO2003069504A1 - Telephone/internet information system

Info

Publication number: WO2003069504A1
Application number: PCT/AU2003/000181
Authority: WO
Inventors: Christopher John Herrmann
Original assignee: Infotec Communications Pty Ltd
Priority date: 2002-02-15
Filing date: 2003-02-14
Publication date: 2003-08-21
Also published as: GB0420034D0; AUPS053302A0; GB2405242A

Abstract

A method and system whereby a consumer can obtain information relating to a product or service to which is associated a unique identification code. The consumer provides the identification code to the system, which directs the required information to at least an e-mail address as specified by the consumer.

Description

TELEPHONE/INTERNET INFORMATION SYSTEM

TECHNICAL FIELD

This invention relates to the provision of product and/ or service information to consumers using a combination of telecommunication techniques.

BACKGROUND TO THE INVENTION

It is often desirable to be able to provide further information to a consumer about a particular product or service. This further information can be used as promotional material to advertise the product or service and/or may be useful to the consumer to provide them with a greater knowledge of the product /service, thus enabling the consumer to make a decision about purchasing the product or service.

It is commonly known to distribute information about a product or service to a consumer on an unprompted basis. This suffers from the drawback that the information may not be directly relevant to the consumer and accordingly, the value of the information will be reduced. In other instances, the consumer may specifically request more information about a product or service however, depending upon the nature of the product or service, the consumer is less likely to do this because it involves a certain amount of effort on the consumer's part.

A typical scenario in which a consumer may wish to obtain information about a particular service or product is in the real estate industry. For example, a consumer may be searching through the real estate section in a newspaper or viewing a "for sale" sign board where there is usually shown minimal detail about selected properties. It would not be uncommon for the consumer to desire further information before deciding as to whether or not the property is worth further investigation. It is possible for the consumer to call the registered agent for that property to obtain further information, however, the information that is able to be obtained immediately is verbal and may be difficult for the consumer to keep track of (particularly if the consumer is mobile) or, the person dealing with that particular property may not be available at the time the consumer calls.

Another scenario in which consumers may require additional information about a product or service is in the retail industry where a consumer may notice a product which is of potential interest and would like further information about the product before deciding upon whether or not to purchase the product perhaps on the consumer's next visit. The consumer can certainly ask an attendant about further information however, this is not always convenient as an attendant may not be readily available or the attendant may not know the required information.

A number of systems exist which allow consumers to access information via their mobile telephone, but the amount and detail of information is generally limited and is of less use than might perhaps be desired.

Accordingly, it would be useful to be able to provide a system whereby the consumer can conveniently obtain information relating to a product or service that the consumer may encounter during his or her daily routine without the consumer having to go to a great deal of trouble to obtain the information.

SUMMARY OF THE INVENTION

According to a first aspect of the present invention, there is provided a system for automatically providing to a consumer, information relating to a product or service, the system comprising: a unique identification code associated with the product or service; an administration system for receiving from the consumer, the unique identification code associated with the product or service, the unique identification code being known to the consumer before accessing the administration system; a database for storing said product or service information associated with said unique identification code; and an interface to a data transmission medium for enabling the transmission of said product or service information to said consumer, to at least, an electronic mail address.

According to a second aspect of the present invention, there is provided a method for automatically providing to a consumer, information relating to a product or service, the method comprising: receiving from the consumer a unique identification code associated with the product or service; accessing pre-stored information associated with said unique identification code and relating to said product or service; and providing said information associated with said unique identification code and relating to said product or service, to said consumer, to at least an electronic mail address.

According to a third aspect of the present invention, there is provided a method for automatically providing to a consumer, information relating to a product or service, the method comprising: providing to an administration system, a unique identification code, associated with a product or service, the unique identification code being known to a user of the system prior to accessing the administration system; and receiving information relating to said product or service associated with said unique identification code, at at least an electronic mail address.

BRIEF DESCRIPTION OF THE DRAWINGS

A preferred embodiment of the invention will now be described with reference to the following drawings in which:

Fig 1 shows an example of the use of unique identification codes;

Fig 2 shows the major elements of the system of the present invention;

Fig 3 shows the flow of information in the system of Fig 1 where the consumer is registered with the central administrator with caller ID on;

Fig 4 shows the flow of information in the system of Fig 1 if the consumer is registered with the central administrator with their caller ID off; Fig 5 shows the flow of information used in registering a consumer with the central administrator via voice over a telephone;

Fig 6 shows the steps involved in registering a consumer with the central administrator via the Internet;

Fig 7 shows the steps involved in providing the information to a consumer;

Fig 8 shows the steps involved in providing feedback reports to the client; and

Fig 9 shows the steps involved in ordering products via the central administrator.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

In a typical scenario, a consumer may be searching for property to buy or rent and generally begins a search by reviewing local newspapers or may see a "for sale" sign in front of an actual property. The real estate section of a newspaper will typically include a list of available properties with some brief description of the property. In accordance with the present invention, the description of these properties will be associated with a unique identification code which will be used to associate further information relating to that property which can be accessed by the consumer. In the case of the "for sale" sign, the code will be displayed on the sign.

In Fig 1, there is shown an example of a section of a real estate guide describing a variety of properties which each include a unique identification code. If the consumer wishes to obtain further information relating to a particular property, the consumer can telephone a central administrator associated with the system of the present invention, input the identification code and have further information relating to the particular property of interest sent almost immediately to the consumer at the consumer's preselected destination. According to the invention, the consumer will receive an e-mail containing the further information at his or her preselected e-mail address. The consumer can then immediately access the e-mail and review the further information before deciding whether or not the property is still of interest. If the consumer has a mobile phone with short message service (SMS) capability, the consumer can simply send an SMS to the displayed telephone number, containing the identification code.

It will be noted that the identification code shown in Fig 1 consists of a series of four numbers however, it will be appreciated that the identification code can take on any form whether it be numbers, letters or symbols or any combination thereof. The "code" may also take the form of a property address or product name.

Fig 2 shows the central elements of the preferred embodiment of the system of the present invention. The system includes an administration system 40 which consists essentially of a database 20 with communications interface devices (not shown) for connecting the database 20 to the outside world. The consumer will typically use a mobile communications device 10 such as a mobile telephone. It will however be understood that any suitable communications device may be used whether it be mobile or fixed. Upon receipt of a request for further information, administration system 40 will issue further information 25 and direct this to the consumer's selected destination 30. This will most likely be the consumer's personal computer and the information 25 will be sent to the computer via e-mail.

In operation, the consumer will dial the telephone number for the administration system 40 via mobile phone 10 and then be prompted to enter a unique identification code to be associated with information stored in database 20. The identification code can be provided via voice or the consumer can enter the numbers directly via the telephone keypad or may alternatively supply the information via messaging such as SMS, MMS or WAP. For example, in the case of a WAP application, the consumer can access a database of available properties for example, and select one or more desired properties for providing to the administration system. In this case, the consumer may also need to specifically supply their telephone number and/or e- mail address so that the administration can identify the consumer. In the preferred embodiment, a brief description relating to the product or service associated with the identification code may also be provided to the consumer via an automated voice or text message which may enhance the information already provided in the real estate section of the newspaper.

Upon receipt of the identification code, the administration system 40 will retrieve from database 20 information that is associated with the received identification code. Once extracted, this information 25 will then be sent to the consumer's computer 30 via e-mail. While the preferred embodiment makes use of providing the information via e-mail, it will be understood that the information may also be supplied by fax, SMS, WAP, multimedia or any other convenient form.

To use the system of the invention, the consumer will preferably be registered with the administration system 40. The registration process is described in more detail further below in relation to Figs 5, 6 and 7.

Upon receiving a call from the consumer, the administration system 40 will determine if the consumer is registered. The process for determining this when the consumer has their caller ID on, is illustrated in Fig 3. When the consumer calls the administration system 40, the caller ID is detected and is used to check if that caller ID is registered with the system. Database 21 contains a list of registered users in association with information related to the consumer. This information will include consumer personal details as well as the consumer's preferred means of obtaining the information and destination for the information. For example, this may include the consumer's e-mail address.

If the caller ID detected is not located in database 21, the system will provide information to the consumer via telephone 10 relating to the benefits of registering with the system. The consumer will then have the option of following a series of instructions to register with the system if the consumer wishes to be registered. If the consumer does not wish to be registered, the system will nevertheless provide the required information associated with the identification code input by the consumer as the consumer requires. In this event, the system will require that the consumer provide details relating to the consumer's preferred destination for the information, for example an e-mail address. The requested information will then be extracted and transmitted to the consumer's preselected destination and may include further information relating to the benefits of registering with the system.

For example, an unregistered consumer XYZ may request information about a product to which has been allocated identification code number 1234. If the consumer wishes the information to be directed to his e-mail address, the consumer may send an SMS message "1234 XYZ@address.com" to the telephone number of the administration system 40.

If the caller ID of the consumer's telephone 10 is not enabled, the system will effect a different sequence of steps as illustrated in Fig 4. Once again, when the consumer calls the telephone number of the administration system 40, and the administration system cannot detect a caller ID, the consumer will be prompted to enter their telephone number. The system will then compare the input telephone number with registered consumer details stored in database 21 to determine if the caller is registered with the system. The remaining sequence of events as described above in relation to Fig 3 is then carried out to provide the consumer with the required information and prompting them to register with the system if they are not already registered.

The processes relating to registering with the system will now be discussed with reference to Figs 5 to 7. Fig 5 shows a process for registration using a telephone 10. In essence, when the consumer calls the administration system 40 and it is determined that the consumer is not registered with the system, the system will prompt the consumer to register. This prompt can take the form of a series of questions which require the user to provide personal information including name, address and in particular, a preferred destination address for the information. The information can be obtained from the consumer via voice mail, voice recognition techniques or via a live operator who will enter the information into the registered user's database 21.

The consumer's caller ID or telephone number is also stored in registered users database 21 to allow the system to recognise a registered user when they call.

A similar process is undertaken when the consumer wishes to register via telephone using mobile text such as SMS or WAP.

As shown in Fig 6, it is also possible for consumers to provide the required registration information via the Internet. To accomplish this, the consumer will need to log on to a website via their computer 30 of the administration system 40 and enter the required information in response to a series of prompts provided by the website.

The sequence of steps taken to provide the required information to the consumer is illustrated in Fig 7. When a consumer requires additional information in relation to a product or service associated with an identification code, the consumer will call, via a mobile telephone, the administration system 40. The consumer will be prompted to enter the identification code and the system will then compare the code with codes stored in database 20. In a preferred embodiment, this will then prompt a brief description of the product or service to be played to the consumer, generally via a prerecorded voice message.

It is also possible for a consumer to enter more than one identification code to obtain information on a number of products or services.

Once the relevant identification codes are received by the administration system 40, this information is passed on to call record database 22 which contains a log of all calls made by consumers, including Caller-Id, together with associated call activity such as requests for product or service information. Database 22 also contains all relevant software interfaces required to retrieve the call data from the telecommunications and data mediums used to interact with the consumer.

Control system 24 then checks the registered users database 21 (using data obtained from database 22) to determine whether the caller is registered and if so, retrieves the relevant e-mail address or other destination information. Control system 24 then initiates the transmission of the information associated with the identification code to the preselected destination address. As described above, the information 25 can be sent to the consumer via a number of means including by facsimile to facsimile machine 31 and the consumer's computer 30 via e-mail or other electronic means.

Control system 24 effectively controls the interaction of the various databases of the system. Control system 24 compares the Caller-Id (or manually entered caller telephone no if there is no Caller-Id) from each call record entered in the call record database 22 and interrogates the registered users database 21 to check if the caller is a registered user. Where the call record is found to be a registered user, the control system 24 retrieves the preferred delivery address from the registered user database 21. The control system 24 retrieves the product data (for example text and graphics) from the database 20 for all required products or services (as requested by the consumer via the telecommunications device 10) to compile the product brochure 25 which is then sent to the consumer via the consumer's preferred delivery method.

In determining which product information is sent to the consumer, the control system 24 checks the history data base 26 to prevent duplicate product or service information being sent to the consumer which may result from multiple calls and requests to previously requested products or services. This duplicate prevention may be time-limited to, for example, 2 days. In the case of having received an e-mail, the consumer will be given the opportunity of registering further details with the central administrator 40 and may also be able to access other websites using relevant links provided with the e-mail.

History database 26 is used to log all requests received by consumers to provide a history of activity, to be used for providing reports to clients (see further below), and for other statistical purposes.

As illustrated in Fig 8, the system can cater for the provision of feedback reports to the client. The client is a body who provides the product or service and who registers with the system of the present invention to have information relating to their products or services stored on the system's databases for retrieval by consumers entering the associated identification codes. It is accordingly valuable to the clients to have feedback reports relating to the number of enquiries made in relation to their product or services and can be used in planning future marketing and distribution strategies. Contact details of the consumers may also be provided to the client.

As illustrated in Fig 8, the client has the option of receiving a feedback report via various means including via SMS or accessing a log of calls via WAP using mobile phone 10, receiving an e-mail log 27 of the report, accessing the administration system website via computer 30 to access that particular client's records. In this case, the feedback records for a particular client would be safeguarded against viewing by others by way of password or similar security measure. The client may also elect to receive a report via facsimile to facsimile machine 31.

The system of the invention can also be used to advantage to facilitate the ordering of particular products or services. To order a particular product or service, the consumer telephones the administration system 40 as previously described, accesses an "ordering" menu and enters the appropriate identification code or codes. The system will then automatically place an order with the client providing the desired product or service who will then dispatch the ordered product or service. The central administrator will also organise the payment details which may be in the form of a credit card. This may be part of the information registered for that particular consumer as well as a product or service delivery address. The system then transmits a product order confirmation via e-mail 25, facsimile 31 or other means as elected by the consumer. The system also allows the consumer to track the status of the order via the Internet using computer 30. This process is illustrated in Fig 9.

While the invention has been described in relation to a particular embodiment, it will be understood that many variations and modifications are possible within the scope of the present invention.

For example, the communications device 10 need not be a mobile telephone and in fact need not be mobile. For example, a shopping centre may have a dedicated communications device hard-wired to a communications network. The consumer may see a particular product, record the associated identification code and walk to the dedicated communications device provided at the shopping centre and enter the required code or codes to cause information relating to their product or products to be sent to their preselected destination, perhaps by e-mail to their home computer. Furthermore, the information codes can be published in any format in association with advertised products or services for example in magazines, television commercials, bill boards, "for sale" boards or other sources, or may be physically printed on the product itself, or in near association with the product on the shelf.

Furthermore, it will be appreciated that the invention may be applied between two or more countries, with the consumer being in one country, and the administration system and/or databases being distributed over one or more other countries.

Claims

THE CLAIMS DEFINING THE INVENTION ARE AS FOLLOWS:

1. A system for automatically providing to a consumer, information relating to a product or service, the system comprising: a unique identification code associated with the product or service; an administration system for receiving from the consumer, the unique identification code associated with the product or service, the unique identification code being known to the consumer before accessing the administration system; a database for storing said product or service information associated with said unique identification code; and an interface to a data transmission medium for enabling the transmission of said product or service information to said consumer, to at least, an electronic mail address.

2. A system according to claim 1 wherein said electronic mail address is provided to said administration system upon accessing the administration system.

3. A system according to claim 1 wherein said electronic mail address is provided to said administration system upon receiving a prompt to provide said electronic mail address.

4. A system according to claim 1 wherein said electronic mail address is provided to said administration system upon the consumer registering consumer details with the administration system.

5. A method for automatically providing to a consumer, information relating to a product or service, the method comprising; receiving from the consumer a unique identification code associated with the product or service accessing pre-stored information associated with said unique identification code and relating to said product or service; and providing said information associated with said unique identification code and relating to said product or service, to said consumer, to at least an electronic mail address.

6. A method according to claim 5 wherein said electronic mail address is received from said consumer upon said consumer accessing an administration system.

7. A method according to claim 6 wherein said administration system prompts said consumer for said electronic mail address.

8. A method according to claim 6 wherein said electronic mail address is received by said administration system upon registration by the consumer, of consumer details.

9. A method for automatically providing to a consumer, information relating to a product or service, the method comprising: providing to an administration system, a unique identification code, associated with a product or service, the unique identification code being known to a user of the system prior to accessing the administration system; and receiving information relating to said product or service associated with said unique identification code, at at least an electronic mail address.

10. A method according to claim 9 wherein said electronic mail address is provided to said administration system upon accessing the administration system.

11. A method according to claim 9 wherein said electronic mail address is provided to said administration system upon receiving a prompt to provide said electronic mail address.

12. A method according to claim 9 wherein said electronic mail address is provided to said administration system upon registering consumer details with the administration system.

13. A system according to claim 1 wherein said consumer can select a plurality of destinations for receipt of the information, including a facsimile machine and one or more mobile communication devices.

14. A method as claimed in any one of claims 5 or 9, wherein said consumer is able to select a plurality of destinations for said information, including a facsimile machine and one or more mobile communication devices.