WO2004057853A2

WO2004057853A2 - A system and a method for enabling an automated customized service offer

Info

Publication number: WO2004057853A2
Application number: PCT/IB2003/005871
Authority: WO
Inventors: Andras Montvay; Harald Reiter; Josef Lauter; Ralf Schmidt; Olaf Such; Christian Reichinger
Original assignee: Philips Intellectual Property & Standards Gmbh; Koninklijke Philips Electronics N.V.
Priority date: 2002-12-19
Filing date: 2003-12-10
Publication date: 2004-07-08
Also published as: AU2003283770A1; WO2004057853A3; AU2003283770A8

Abstract

The invention relates to a method for automatic customization of a service to a user by a remote host (32') by means of a telematic communication (40), said remote host comprising storage means (47) for storing a background information about the user, said method comprising the steps of initiating a trigger information (39) at a user's site upon an occurrence of an event corresponding to a need of the user, acquiring a context information (36) about the user at the user's site, combining the trigger information (39) with the context information (36) in a specific message, sending the specific message to the remote host by means of the telematic communication, receiving the specific message by the remote host, processing of said trigger information by the remote host in combination with the background information (47) according to a prestored user identification (45), processing said context information (43) by the remote host, putting forward a service offer to the user based on a combination of said trigger information (41), said background information (47) and said context information (43).

Description

A system and a method for enabling an automated customized service offer

The invention relates to a method for automatic customization of a service to a user by a remote host by means of a telematic communication, said remote host comprising storage means for storing a background information about the user.

The invention further relates to a system arranged to carry out a customization of a service to a user, said system comprising a user-site connectable to a remote host by means of a telematic communication according to a dialing address, said remote host comprising means to store background information about the user.

The invention still further relates to a method of forwarding a request for a customized service by a user-site to a remote host by means of a telematic communication. The invention still further relates to a system for forwarding a telematic service request by a user-side to a remote host by means of a telematic communication.

The invention still further relates to a method for processing a request for a customized service by a remote host by means of a telematic communication, said host being arranged to store a plurality of valid codes for available services, said remote host being further arranged to decode trigger-call signals in order to determine the service.

The invention still further relates to a system for enabling a processing of a service request by a remotely arranged host by means of a telematic communication, said remote host being arranged to decode trigger-call signals, said host being further arranged to store a plurality of valid codes for available services.

A method as set forth in the opening paragraph is known from WO01/37589. The known method is arranged to carry out a remote service to a user according to a background information about the user stored in a database of the remote host. The known method is arranged as follows: upon a service request event, for example triggered by a burglary alarm installed within user's premises, the remote host addresses the database and carries out the instructions stored as a customer's profile in the database. The customer's profile may contain telephone numbers of predetermined locations to be contacted upon an event of burglary. For cases the user's site is equipped with a plurality of sensors arranged to trigger a service request, the known method comprises a step to differentiate which sensor has triggered the service request. In this case, the database comprises a plurality of instructions for each type of a trigger event, for example corresponding to each type of sensor.

A disadvantage of the known method is that the provided service is limited by the prestored information and cannot be influenced in real time.

It is an object of the invention to provide a method for enabling a customized service offer, where actual circumstances of the user are taken into account.

The method for automatic customization of a service to a user by a remote host by means of a telematic communication according to the invention comprises the steps of initiating a trigger information at a user's site upon an occurrence of an event corresponding to a need of the user, acquiring a context information about the user at the user's site, combining the trigger information with the context information in a specific message, sending the specific message to the remote host by means of the telematic communication, receiving the specific message by the remote host, processing of said trigger information by the remote host in combination with the background information according to a prestored user identification, processing said context information by the remote host, putting forward a service offer to the user based on a combination of said trigger information, said background information and said context information.

The method for automatic customization of the service according to the invention is suited for different types of services being sought. The context information is then acquired by the user-site of the system according to the type of the service. For banking purposes, the context information can comprise a code from a security module installed at the user's premises attached to a specially adapted home banking system. Alternatively, the context information in a banking example can be an electronic tag worked into a pre-printed money transfer form sent to the user. The context information here is the proven identity of the user and the wish to perform a money transaction. As this context information is transmitted automatically, the bank server can already greet the customer personally and can load all requisites of the bank account automatically for enabling the banking operation. This service saves a substantial amount of time and efforts for both the customers and the service providers. For medical purposes, the context information can comprise the actual data for emergency purposes. Preferably, the context information is gathered by means of a monitoring device worn by the user. In an event of a medical emergency, the monitoring system can be arranged to transmit the type of the emergency, for example heart attack, or, alternatively it can be arranged to transmit actual data. The remote host will customize the medical care offer. This is done based on the database data stored in the storage means of the remote host together with the actual information about the user condition. The database data can comprise full user identification, including address, social security number, medical insurance company as well as medical history of the patient. It is possible that for some emergencies special medical care providers must be notified for a better medical response. According to the method of the invention it is possible to customize the medical care based on the actual situation of the user. In another embodiment of a medical care offer, when the user is outside his premises, a mobile station can use context information gathered by a medical monitoring equipment as well as context information (location) gathered by e.g. a GPS module. Customization of the service here can be the decision whether to send an ambulance or to inform a nearby first responder after finding out the location in a public building.

In another embodiment of the method according to the invention the service is customized for other activities of the user, like travelling, purchasing or scheduling. These services can be structured similar to the banking service offer, where the context information comprises a user validation step.

In the system arranged to carry out a customization of a service to a user according to the invention the user-site comprises means for initiating a trigger information at upon an occurrence of an event corresponding to a need of the user, means for acquiring a context information about the user, means for combining the trigger information with the context information in a specific message, means for sending the specific message to the remote host by means of the telematic communication, the remote host comprises means for receiving the specific message, means for processing of said trigger information in combination with the background information according to a prestored user identification, means for processing said context information, means for putting forward a service offer to the user based on a combination of said trigger information, said background information and said context information.

In general, the means to generate the context information are application specific. For medical purposes, the context information is preferably determined from a medical monitoring device worn on the body of the user. Preferably, the monitoring device comprises a cardiac sensor arranged to monitor a cardiac activity of the user. For example, such monitoring system can be arranged to provide the context information based on the abnormalities in the cardiac activity. It is further possible that the monitoring system carries out a primary data analysis and determines a type of the abnormality in the cardiac activity. The user-side of the system is accordingly arranged to translate the detected abnormality into a specific code to be sent to the remote host. The home station calls the remote host and uses block dialing to combine an emergency code related to the type of emergency and, for example, a patient ID to distinguish several patients attached to the same home station. Means for combining the trigger information with the context information can be implemented as suitable software, arranged to generate the specific message based on two input codes, namely the trigger information and the context information. For example, the input codes could be added, multiplied, amended to each other, etc. It must be noted that the transmission of the specific message can be carried out during a connection setup, or, alternatively during the actual telematic communication. The remote host uses the CLIP and the patient ID to retrieve a full patient record from a database (background information). Based on the patient record and the emergency code, the remote host server can now customize its service by e.g. forwarding the alarm information directly to the public emergency central that is responsible for the area where the patient lives. It can also decide whether to open a voice connection between an agent and the patient's home or to some other party, for example a neighbor. As the remote host will typically be connected over a digital phone line, the entire sequence of receiving a call indication, retrieving the CLIP information and the extra digits in the called number, making the database query and initiating the alarm to be sent out can take well below one second, typically in the order of a tenth of a second or less. If there is a fast fax connection or a permanent data connection from the remote host to the PEC, actually forwarding the alarm will also take minimum time.

A method of forwarding a request for a customized service by a user-site to a remote host by means of a telematic communication according to the invention comprises the steps of the user-site prescribing a plurality of first codes for desirable services by the user- site, selecting a valid code from the plurality of first codes in order to identify a service request; generating a second code corresponding to a context information about the user, transmitting the valid code and the second code to the remote host in order to forward a customized service request. The user-site can be arranged to support a plurality of types of service requests. In order to differentiate between the types of service requests the user-site is arranged to store a plurality of first codes, corresponding to types of possible service requests. Upon an event of an actual service request, the user-site selects a valid code from the plurality of first codes, corresponding to a particular service being sought. For example, in case a smoke detector is actuated at the user's premises, the user-site assigns the valid code, for example equal to 1. The user-site generates further a second code corresponding to the context of the user's situation. An example of a suitable context is a number of persons present in a house, how many of those are children, where the persons are positioned in the house, etc. This context information can be acquired from other sensors or other suitable devices positioned within the user's premises, like cameras, intelligent doors, infrared sensors, etc. In another situation, for example when the service being sought is a medical assistance, the corresponding context information can comprise more data on the actual medical condition of the user, like ECG, or other suitable monitoring data. For purposes of services not related to an emergency, the context information can comprise a user validation, like electronic signature, or a tag. By combining the valid code and the context information the user-site provides a sufficient amount of personalized input to a service provider, so that a customized service can be enabled in a convenient and fast way.

A method for processing a request for a customized service by a remote host by means of a telematic communication according to the invention comprises the steps of detecting a trigger-call signal comprising a specific message from a remote user-site over a telematic communication line; processing the trigger-call signal in order to decode the specific message to yield a selected code and a context information about the user, decoding the selected code to obtain a valid code in order to offer the customized service according to said valid code and the context information.

According to the invention the service provider is enabled to perform a service customization based on a service request and additional contextual data on the user made available by the user-site. The remote host puts forward a customized message upon a decoding of a service identification code, further referred to as the selected code, and the context information. This is particularly advantageous in cases where for a certain type of a service sought more than one actual service offer is possible. The context information is preferably arranged to provide additional insight upon the condition of the user for medical applications, or upon other needs of the user in general cases. These and other aspects of the invention will be discussed with reference to figures.

Fig. 1 shows in a schematic view an embodiment of a method for automatic customization of a service to a user by a remote host by means of a telematic communication.

Fig. 2 shows in a schematic view an embodiment of a system arranged to carry out a customization of a service to a user.

Fig. 3 shows in a schematic view an embodiment of a monitoring system arranged to initiate a trigger call. Fig. 4 shows in a schematic view an embodiment of a user-site arranged to support automatic banking request.

Fig. 1 shows in a schematic view an embodiment of a method for automatic customization of a service to a user by a remote host by means of a telematic communication. The system 10 comprises a user-site 12 located within the user's premises for stationary usage or, alternatively it can be installed as an add-on for a mobile phone for mobile applications. The user-site 12 comprises sensors 14 arranged to detect an event of a service request and to forward an actuating signal to a processing unit 16. The sensors 14 can be stationary sensors monitoring the user's house, for example burglary alarm, fire sensor, etc. Alternatively, the sensors 14 can be arranged for monitoring the user, for example suitable vital sign sensors. Still another alternative is to arrange sensors 14 as a user interface, for example a computer program or a actuatable press-key. The processing unit 16 is arranged to initiate an acquisition of the context information by the signaling means 17. The signaling means 17 carry out the acquisition of the context information (arrow la) and make it available to the processing unit. If needed to reduce the amount of data to be transmitted to a remote host 20, some analysis or processing of the data can be done already within the processing unit 16. The acquisition of the context information can be done from the same sensor which has triggered a service request event, or, alternatively the context information can be acquired from a different sensor. For sake of simplicity all sensors are depicted by a block 14. The processing unit 16 initiates a trigger call to a remote caller center 20 via a telephony line 18 by means of a telephone module 19. The caller's identity will typically be part of the context information gathered. Transmission of a service request code and the context information can either be done via a signaling method provided by the telephone network or following a specific data transmission protocol between the user site 12 and the remote site 20. The transmission is preferably done either during signalization (i.e. before the connection is established) or in a short period of time at the beginning of the call. The call center server 20 uses some parts of the context information (e.g. the caller's identity) to retrieve background information from a database 22. The combination of context and background serves as the basis for further analysis or processing, which then results in an improved context assessment. Based on this improved context information, the call center server customizes the service offered.

The steps of the method for automatic customization of the service are schematically indicated by arrows provided with numerals. In step 1, context information is provided to a caller site processing unit 16. This information can be gathered from sensors 14, some dedicated form of user interface (e.g. a fingerprint sensor for authentication), can be a stored ID number (also to distinguish several users at one site), etc. In step 2, the processing unit 16 analyzes this data and hands the relevant parts or a compressed form or the result of some analysis to the telephone module 19 for transmission. Steps 1 and 2 can either happen continuously, or be triggered by an external event (user interaction, picking up the phone, signals taken by the sensors indicating some specific situation, etc.) In step 3, the telephone module 19 transmits the processed context information to the telephone module 26 of the call center server, where it is provided to a server side processing unit 24 at step 4. After the processing unit 24 has analyzed the input information in order to decode a code for the service sought and the context information, the processing unit 24 retrieves background data from a database 22 in step 5/6. It then processes the combined context and background data and derives a decision about service customization from it. In step 7, it feeds this decision into the further call center software or hardware, such that this decision is then reflected.

To transmit the context information in step 3, there are a plurality options available: it can be transmitted a) during the call establishment process when setting up the voice connection over which the service is to be provided, b) over the same connection as the voice connection, c) over a different line, or d) by a different modality prior to setting up the connection.

For variant a, preferred embodiments are using the caller line ID protocol (CLIP) to transmit basic identity information, and using block dialing of some additional numbers to transmit (detail) identity and further context information. For variant b, a preferred embodiment is dialing some DTMF digits when the connection is already established. For variant c, preferred embodiments are to use the data-channel protocol on an ISDN connection or a modem connection on the second line of ISDN. For variant d, a preferred embodiment is to send an SMS prior to setting up the voice connection, when on a mobile phone connection. Any of these variants and the mentioned (and other) embodiments thereof can be combined depending on the exact requirements of a specific application. For instance, in one embodiment the system could use CLIP and additional block dialed numbers to transmit basic information, plus in some cases (where more information is needed), use DTMF digits (variant b) when on an analog or a modem line, and ISDN data-channel signaling when on ISDN.

Fig. 2 shows in a schematic view an embodiment of a system arranged to carry out a customization of a service to a user. The system 30 comprises a user-site 32 connectable to a remote host 32' by means of a telecommunication line 40. The user-site comprises a home station 34 with a telephone module 38. An event that a user is in a need of a service, is notified by a trigger means 37 arranged to provide a first code 39 to the home station 34. The trigger means can be actuated by a user, for example by means of a user interface (not shown), or it can be actuated by means of an automated system, like a monitoring system (is discussed with reference to Fig. 3). An example of the user interface is an actuatable key, like a press button or a touch-sensitive screen. Alternatively, it can be a start-up computer program. Still alternatively, the trigger means can comprise a connection back to the user's phone 38 which detects that the user has dialed a certain phone number. The trigger means 37 uses a prestored list of first codes 39, which are related to a service type in order to classify an event that has occurred, and generates the trigger call on the user-site of the system 30.

The home station 34 uses the context gathering means 35, which can be a tag reader, any type and combination of medical or other contextual sensors, a video camera or microphone to obtain further information and processes the context information into a second (context) code 36 and possibly further data, for example the actual medical data, like ECG. The second code 36 can be arranged to be selectable from a prestored look-up table (not shown), or it can comprise actual data. The processing unit (not shown) of the home station 34 is arranged to produce a specific message comprising the first code and the second code and to start-up a telematic communication via the telephone module 38 to the telephone module 49 of the remote host 32'. The user-site 34 then uses the telematic protocol chosen to transmit the specific message over the network 40 to the remote host 32'. It will possibly make use of the legacy phone of the user, but may also comprise its own circuitry for realizing the telematic protocol. The remote host 32' uses information from the database 47 for decoding the first code 39 and the second code 36, as well as a prestored background information 45 about the user, in order to offer the customized service. The databases 47, first codes 41 and second codes 43 can comprise not only a lookup table (not shown) indicating what each code means, but can also comprise an executable optimization program (not shown) using each first code 39 and/or second code 36 as input parameters, allowing for a high flexibility of the system. Such executable code will then be run on the remote side, passing the second code, the background information and/or the further data as a parameter for service optimization purposes. Decision support system (DSS), known per se in the art are suitable for this purpose.

Fig. 3 shows in a schematic view an embodiment of a monitoring system arranged to initiate a trigger call. The monitoring system 50 comprises sensing means 51 arranged to monitor a physiological condition of the user. The sensing means 51 comprises a set of electrodes 51a to be arranged on the body of the user to pick-up a signal characteristic of the targeted physiological condition, for example a signal related to a blood flow, a heart rate, a respiration rate or a body temperature. Additionally, the sensing means 51 can comprise a further sensing means 51b arranged to monitor a reference signal. The sensing means 51 are arranged to perform a continuous monitoring of the physiological condition of the user and are further arranged to provide a corresponding signal to the front-end electronics 60 of the system 50. The sensing means 51 and the front-end electronics 60 are preferably worn on the body of the user. Alternatively, the sensing means 51 can be integrated into a furniture peace, a bed sheet, a safety belt, etc. Examples of suitable fabric carriers for a wearable monitoring system are known per se in the art. The front-end electronics 60 is arranged to analyze the signal from the set of electrodes 51a. For that purpose the front-end electronics 60 comprises a preamplifier 1 and analogue processing circuit 62, an ADC unit 63, detection means 65 and a μ-processor 64. The front-end electronics 60 further comprises alarm means 66 and alarm transmission means 67. The detection means 65 comprises a sensor signal interpretation unit 65a and feature extraction means 65b. The system 50 operates as follows: the sensing means 51 acquires the raw data, which are delivered to the front-end electronics 60. The front-end electronics 60 provides means for receiving the signals from the sensing means, performs suitable analogue processing by means of the analogue processing circuit 62. The processed raw data is converted into a digital format by means of the ADC 63 and is forwarded by a μ-processor 64 to the detection means 65, where the condition of the user is being analyzed. The detection means 65 comprise a sensor signal interpretation unit 65a arranged to derive a feature in the signal characteristic of an abnormal physiological condition of the user. For cardiac applications, for example said feature can be an amplitude or a frequency of the electrocardiogram. In case the detection means 65 detects the abnormal condition, a trigger signal is sent to the alarm means 66 to generate an alarm, which is transmitted by the alarm transmitting means 67, for example by means of a RF-link to a home station at the user-site (not shown). The user-site then assigns a code characteristic to the condition of the user. The user-site gathers further the context information , for example the last recorded ECG spectrum. In situation, where the user is not at his house, a suitable context information comprises his coordinates, which can be determined by means of a GPS-receiver added to a mobile user-site.

Fig. 4 shows in a schematic view an embodiment of a user-site arranged to support automatic banking request. The context information is here provided by some security module 73, for example, a fingerprint reader, which is attached to a specially adapted home banking system, comprising a suitable processor 71 with a dedicated software package (not shown) and a telephony module 75. The context information comprises further an electronic tag, which for example can be worked into a paper bill of a pre-printed money order form sent to the customer. The context information in this case can comprise the proven identity of the customer and a suitable indication of his wish to perform a money order. As this context is transmitted automatically by the telephony module 75 over a telecommunication line 78 to a remote telephony module 81, the bank server 83 can already greet the customer with "Hello Ms. Jones, we see you would like to pay your electricity bill. Please reconfirm the amount to be sent". The background information retrieved from a database 85 is in this case the name of the customer, alternatively, it can also comprise further information about user's account, allowing for a further customization.

Although embodiments of the method and the system according to the invention are illustrated in the accompanying drawings and described in the foregoing detailed description, it will be understood by those skilled in the relevant art that the invention is not limited to the embodiments disclosed, but is capable of numerous rearrangements, modifications and substitutions without departing the spirit of the invention as set forth and defined in the following claims.

Claims

CLAIMS:

1. A method for automatic customization of a service to a user by a remote host

(32') by means of a telematic communication (40), said remote host (32') comprising storage means (47) for storing a background information (45) about the user, said method comprising the steps of: initiating a trigger information (39) at a user's site upon an occurrence of an event corresponding to a need of the user, acquiring a context information (36) about the user at the user's site, combining the trigger information with the context information in a specific message, sending the specific message to the remote host (32') by means of the telematic communication (40), receiving the specific message by the remote host, processing of said trigger information by the remote host in combination with the background information (45, 41, 43) according to a prestored user identification, processing said context information by the remote host, - putting forward a service offer to the user based on a combination of said trigger information (36), said background information (45) and said context information (36).

2. A method according to claim 1 , wherein the occurrence of the event is detected by means of a suitable monitoring (50).

3. A method according to claim 2, wherein said monitoring is arranged to result in a collection of data, the method further comprising the step of: processing said data at the user's site in order to further precise the context information.

4. A system (30) arranged to carry out a customization of a service to a user, said system comprising a user-site (32) connectable to a remote host (32') by means of a telematic communication (40) according to a dialing address, said remote host (32') comprising means (47) to store background information (45) about the user, said user-site comprising: means (37) for initiating a trigger information (39) upon an occurrence of an event corresponding to a need of the user, means (35) for acquiring a context information (36) about the user, means (34) for combining the trigger information with the context information in a specific message, means (38) for sending the specific message to the remote host (32') by means of the telematic communication (40), the remote host (32') comprising: means (49) for receiving the specific message, - means for processing of said trigger information in combination with the background information (45) according to a prestored user identification, means for processing said context information, means for putting forward a service offer to the user based on a combination of said trigger information, said background information and said context information (39,45,36).

5. A system according to claim 4, wherein the means for acquiring the context information comprises a sensor (51).

6. A system according to claim 4, wherein means (38) for sending the specific message is arranged to append the dialing address by said specific message yielding an appended dialing address and to transmit said appended dialing address to the remote host (32') according to a caller line identification protocol (CLIP) using a block dialing.

7. A system according to claim 4, wherein means (38) for sending the specific message is arranged to transmit the specific message in a dual-tone multiple frequency mode upon an establishing of the telematic communication (40).

8. A system according to claim 4, wherein means (38) for sending the specific message is equipped with a separate data-line, the specific message being transmitted over said data-line.

9. A system according to claim 8, wherein means (38) for sending the specific message comprises a modem to enable said transmission.

10. A system according to claim 4, wherein means (38) for sending the specific message comprises a mobile telephony unit, the specific message being transmitted as an SMS-message.

11. A method of forwarding a request for a customized service by a user-site (32) to a remote host (32') by means of a telematic communication (40), said method comprising the steps of: the user-site (32) prescribing a plurality of first codes for desirable services by the user-site, selecting a valid code (39) from the plurality of first codes in order to identify a service request; generating a second code (36) corresponding to a context information about the user, - transmitting the valid code (39) and the second code (36) to the remote host

(32') in order to forward a customized service request.

12. - A system for forwarding a telematic service request by a user-site (32) to a remote host by means of a telematic communication (40), said system comprising: - means (37) for prescribing a plurality of first codes for desirable services at the user-site; means for enabling the user-site to select a valid code (39) from the plurality of first codes in order to forward the service request; means (35) for enabling the user-site to generate a second code (36) corresponding to a context information about the user by the user-site; means (38) for transmitting said valid code (39) and said second code (36) from the user-site (32) to the remote host (32') by means of a telematic protocol.

13. A method for processing a request for a customized service by a remote host (32') by means of a telematic communication (40), said remote host being arranged to store a plurality of valid codes (41) for available services, said remote host being further arranged to decode trigger-call signals in order to determine the service, said method comprising the steps of: detecting a trigger-call signal comprising a specific message (39,36) from a remote user-site over a telematic communication line (40); processing the trigger-call signal in order to decode the specific message to yield a selected code and a context information about the user, - decoding the selected code to obtain a valid (41,43) code in order to offer the customized service according to said valid code (39) and the context information (36).

14. A method according to claim 13, wherein said method comprises the step of: combining the valid code (39) and the context information (36) with a prestored background information (45) about the user for further customization.

15. A system for enabling a processing of a service request by a remotely arranged host by means of a telematic communication, said remote host (32') being arranged to decode trigger-call signals (39,36), said host being further arranged to store a plurality of valid codes (41) for available services, said system comprising: means for detecting the trigger-call signal (49) over a telematic communication line (40); means for processing the trigger-call signal (49) in order to determine a selected code (39) and a context information (36) about a remote user; - means for decoding the selected code to obtain a valid code (41); means for offering the service according to the valid code and the context information (41,43).

16. A system according to claim 15, wherein the remote host comprises storage means (47) arranged to store the background information (45) about the user.