U.S. patent application number 11/487946 was filed with the patent office on 2007-01-25 for wireless electronic drive-thru system and method.
This patent application is currently assigned to SBC Knowledge Venture, L.P.. Invention is credited to Michael F. Grannan, David Patron, Lalitha Suryanarayana.
Application Number | 20070022018 11/487946 |
Document ID | / |
Family ID | 33298671 |
Filed Date | 2007-01-25 |
United States Patent
Application |
20070022018 |
Kind Code |
A1 |
Suryanarayana; Lalitha ; et
al. |
January 25, 2007 |
Wireless electronic drive-thru system and method
Abstract
In a particular embodiment, the disclosure is directed to a
system including a customer authentication and payment server, a
merchant data server, a merchant network, and a merchant station.
The merchant data server is coupled to a public data network and
the public data network is coupled to the customer authentication
and payment server. The merchant network is coupled to the merchant
data server and the merchant station. The merchant station includes
a communication interface to provide for wireless communication
with customers located within a wireless coverage area using an ad
hoc connection.
Inventors: |
Suryanarayana; Lalitha;
(Austin, TX) ; Grannan; Michael F.; (Austin,
TX) ; Patron; David; (Austin, TX) |
Correspondence
Address: |
TOLER SCHAFFER, LLP
5000 PLAZA ON THE LAKES
SUITE 265
AUSTIN
TX
78746
US
|
Assignee: |
SBC Knowledge Venture, L.P.
Reno
NV
|
Family ID: |
33298671 |
Appl. No.: |
11/487946 |
Filed: |
July 17, 2006 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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10421366 |
Apr 23, 2003 |
|
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11487946 |
Jul 17, 2006 |
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Current U.S.
Class: |
705/26.1 ;
705/67; 705/68 |
Current CPC
Class: |
G06Q 20/32 20130101;
G06Q 20/327 20130101; G06Q 30/0601 20130101; G06Q 20/204 20130101;
G06Q 20/20 20130101; G06Q 20/322 20130101; G06Q 20/3674 20130101;
G06Q 50/12 20130101; G06Q 20/3676 20130101 |
Class at
Publication: |
705/026 ;
705/068; 705/067 |
International
Class: |
G06Q 30/00 20060101
G06Q030/00 |
Claims
1.-53. (canceled)
54. A system comprising: a merchant station comprising a wireless
communication interface to provide for wireless communication with
wireless communication devices of customers located within a
wireless coverage area, the merchant station adapted to provide an
order selection menu to the wireless communication devices to
facilitate a transaction; wherein in response to a first order
placed via a first wireless communication device a status of the
first order is communicated from the merchant station to the first
wireless communication device.
55. The system of claim 54, wherein at least one of the customers
is located within a vehicle having a telematics control unit,
wherein the telematics control unit is able to communicate with the
merchant station via the wireless communication interface.
56. The system of claim 55, wherein the telematics control unit is
one of a mobile phone, personal digital assistant, and a laptop
computer.
57. The system of claim 54, wherein data communicated between the
merchant station and the first wireless communication device is XML
type data that is enhanced to provide further customization for
display at a user interface of the telematics control unit.
58. The system of claim 54, wherein the merchant station includes a
headset for use by a merchant representative, wherein the merchant
representative, via the headset, may communicate with a customer
via the wireless communication interface.
59. The system of claim 54, wherein the first customer receives a
first customized menu via the first wireless communication device
and a second customer receives a second customized menu via a
second wireless communication device.
60. The system of claim 54, further comprising: a data network
coupled to the merchant station; and a merchant data server coupled
to the data network.
61. The system of claim 60 wherein the merchant data server uses
data related to previous transactions to provide a customized
experience for a customer.
62. The system of claim 60 wherein the merchant data server uses
customer preferences to provide a customized experience for a
customer.
63. The system of claim 54, wherein the merchant station notifies
the first customer of procurement instructions for receiving the
first order.
64. The system of claim 54, wherein the order selection menu
comprises a text description and an image associated with at least
one item on the order selection menu.
65. The system of claim 54, wherein the order selection menu
comprises a video clip associated with at least one item on the
order selection menu.
66. The system of claim 54, wherein the order selection menu
comprises an audio announcement associated with at least one item
on the order selection menu.
67. A method of processing wireless electronic drive-thru orders
comprising: receiving an order selection from a wireless
communication device associated with a first customer within a
wireless coverage area, the order selection communicated via data
over a wireless channel; and sending a status of the order to the
wireless communication device.
68. The method of claim 67, further comprising authenticating the
use of the wireless communication device at an authentication
server.
69. The method of claim 68, wherein the authentication server
returns identifying information associated with vehicles owned by a
user of the wireless communication device to facilitate matching
the vehicle with the order selection.
70. The method of claim 68, wherein the authentication server
returns identifying information related to the user of the wireless
communication device for providing a customized order selection
menu.
71. The method of claim 67, further comprising selecting a desired
language for an order selection menu.
72. The method of claim 67, further comprising initiating an
interactive text message communication session between a user of
the wireless communication device and a merchant representative
operating a merchant station.
73. A method of placing a wireless electronic order comprising:
displaying an order selection menu on a mobile telematics unit
within a wireless coverage area supported by a merchant electronic
ordering service, the order selection menu communicated by the
merchant electronic ordering service over a wireless channel;
sending an order selection from the mobile telematics unit to the
merchant electronic ordering service over the wireless channel; and
receiving and displaying a status of the order on the mobile
telematics unit.
Description
CROSS-REFERENCE TO RELATED APPLICATION(S)
[0001] This application is a Continuation Application of and claims
priority from U.S. patent application Ser. No. 10/421,366, filed on
Apr. 23, 2003 and entitled "WIRELESS ELECTRONIC DRIVE-THRU SYSTEM
AND METHOD," which is incorporated herein by reference in its
entirety.
FIELD OF THE INVENTION
[0002] The present disclosure relates to a wireless drive-thru
system and a method for facilitating an order.
BACKGROUND
[0003] Drive-thru services represent a large portion of convenience
shopping. The multi-billion fast food industry sells as much as 50
percent of its meals through drive-up or drive-thru services.
Various industries including food service, banking, pharmacy
service, and laundry services enhance customer service through
drive-thru options.
[0004] However, drive-up and drive-thru services can be inefficient
and employee intensive. Some fast food chains use as many as four
people to provide drive-thru service during peak hours. One person
takes the orders, another person exchanges money, a third person
prepares drink orders and hands completed orders to the customer,
and a fourth person prepares the food portion of the order. The
employee intensive nature of the drive-thru service represents a
significant cost to convenience service industries. On the other
hand, longer average service times reduces the number of customers
served in any given time period and result in lost revenue.
[0005] In addition to the employee intensive nature of fast
drive-thru service, typical systems suffer from miscommunication
and order confusion caused by poor speakers and microphones. Voice
communication over poor quality speakers and microphones compete
with noise from idling engines, car audio systems, and other
ambient noise. On many occasions, customers lean out of their
vehicle despite inclement weather conditions to shout orders. The
subsequent response through the poor quality speakers often leaves
the customer uncertain as to whether the order is correct or how
much is owed.
[0006] As such many typical drive-thru systems suffer from
employee-intensive service and poor communication with customers.
Accordingly, an improved drive-thru service system is needed.
SUMMARY
[0007] In one particular embodiment, the disclosure is directed to
a system including a customer authentication and payment server, a
merchant data server, a merchant network, and a merchant station.
The merchant data server is coupled to a public data network and
the public data network is coupled to the customer authentication
and payment server. The merchant network is coupled to the merchant
data server and the merchant station. The merchant station includes
a communication interface to provide wireless communication with
customers located within a wireless coverage area using an ad hoc
connection.
[0008] In another embodiment, the disclosure is directed to a
method of processing wireless electronic drive-thru orders. The
method comprises receiving notification at a merchant data server
that a telematics control unit is detected within a wireless
coverage area; communicating an order selection menu from the
merchant data server to the telematics control unit over a wireless
channel; receiving an order selection from the telematics control
unit; authenticating the use of the telematics control unit at a
networked authentication server remote from the merchant service
terminal; and fulfilling the order selection received from the
telematics control unit. The order selection may be communicated
via data over the wireless channel.
[0009] In a further embodiment, the disclosure is directed to a
method of placing a wireless electronic drive-thru order. The
method includes receiving a service notification at a telematics
control unit located within a wireless coverage area supported by a
merchant electronic drive-thru service; receiving and displaying an
order selection menu communicated by the merchant electronic
drive-thru service over a wireless channel; sending an order
selection from the telematics control unit to the merchant
electronic drive-thru service over the wireless channel using a
secured connection; receiving electronic confirmation at the
telematics control unit; and making a payment for the order. The
electronic confirmation may be associated with acceptance of the
order selection.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] FIG. 1 is an exemplary drive-thru order system.
[0011] FIG. 2 is an exemplary method of processing wireless
electronic drive-thru orders.
[0012] FIG. 3 is an exemplary method of placing a wireless
electronic drive-thru order.
[0013] The use of the same reference symbols in different drawings
indicates similar or identical items.
DETAILED DESCRIPTION OF THE DRAWINGS
[0014] Automation of the ordering process in a drive-thru service
may enhance customer experience, reduce costs associated with
employee intensive service, and accelerate service timing. Improved
interaction with customers and enhanced payment options can also
lead to a lower cost, more efficient service.
[0015] FIG. 1 depicts an exemplary embodiment of a drive-thru
support system. The system includes a merchant system 18 in
communication with a telematics control unit (TCU) 30. The merchant
system 18 includes a merchant data server 20, a merchant network
22, and a merchant order station 24. The merchant data server 20 is
coupled to the merchant network 22 and to a public network 14, such
as the Internet. The merchant data server 20 may also be connected
to data storage 21. The data storage 21 is used to store user
preferences (e.g.; "the usual") which will allow for a customized
order menu presented to the user when he/she pulls into range of
the adhoc network area. The merchant network 22 is coupled to a
merchant order station 24 and may be coupled to a merchant physical
pick up station 26. The merchant order station 24 may include a
cordless headset for use by an employee or merchant representative.
The merchant physical pick-up station 26 may include displays for
showing validated orders and a device for accepting payment such as
a register and/or card reader.
[0016] The merchant system 18 wirelessly communicates with at least
one telematics control unit such as the illustrated in-vehicle
telematics control unit 30 or an off-board portable telematics
control unit 50. The wireless communication may utilize various
protocols such as 802.11 and Bluetooth.RTM.. An in-vehicle
telematics control unit 30 may include one or more input devices
34, displays 32, and an antenna 36 and may be embedded within the
dashboard of a vehicle. A speaker 38 may also be coupled to the
in-vehicle telematics control unit 30 via an audio channel 42. The
input devices 34 may include input options such as touch screens,
keyboards, natural language inputs such as speech, pen inputs, and
gesture interfaces. The display 32 and the input devices 34 may,
separately or in combination, provide a multi-modal customer
interface. Through the in-vehicle telematics control unit 30, the
user 40 may interact with the merchant system 18 to place an order
and make payment.
[0017] The off-board telematics control unit 50 may include a
display 54 and an antenna 52. The off-board telematics control unit
50 may also include various input devices. The off-board telematics
control unit 50 may communicate with the merchant system 18 using
some of the vehicle capabilities via a wireless protocol 44 using
standards such as Bluetooth.RTM., 802.11, or Ultra Wideband.
Separately or in combination, the in-vehicle telematics control
unit 30 and the off-board telematics control unit 50 may
communicate with the merchant system 18 to facilitate ordering and
payment. An example of an off board TCU is a mobile device (e.g.,
GSM/GPRS or CDMA enabled device) or a wireless personal digital
assistant (PDA).
[0018] In a particular example, a user 40 may drive into a wireless
network active coverage region of the merchant system 18, such as a
drive-thru or drive-up service area. The merchant order station 24
may interact wirelessly with the in-vehicle telematics control unit
30. This interaction may include transmission of identifiers,
menus, orders, voice communications, advertisements, and payment
data, among others. The interaction may utilize various standards
and protocols such as 802.11, Ultra Wideband, and Bluetooth.RTM.
and may take various forms such as XML data, voice over IP (VOIP),
HTML, image files, and video and audio format files. Menus may be
shown on the display 32. For example, XML data may be enhanced to
customize the menu shown on the display 32. Audio signals may be
transmitted through the audio channel 42 to the speaker 38. The
user 40 may respond through various input devices 34 and place an
order. In one example, the user 40 may interact with a touch screen
display to select items. In another example, the user 40 may use a
microphone and interact with an employee of the merchant through a
VOIP transmission. In a further example, the user 40 may interact
with an off-board telematics control unit 50, entering order or
payment information that is transmitted to the merchant system 18
leveraging vehicle capabilities.
[0019] The order and payment data are transmitted through the
wireless channel 28 to the merchant system 18. The merchant system
18 interacts with one or more network-based authentication and
payment servers 12 to authenticate the telematics control unit
and/or facilitate payment. For example, the user may have a stored
profile on the authentication server that includes an account. The
account may be a line of credit, a link to a payment account, or a
prepaid account. Alternately, the user may use cash, electronic
payment, debit card, credit card, points, or coupons, among other
methods of payment. The stored profile may also include preferences
about purchases, menu selections, etc. The merchant system 18 may
interact with the one or more network-based authentication and
payment servers 12 through a virtual private network connection 16
and a public network 14.
[0020] In one exemplary embodiment, the user 40 drives into a
region covered by a wireless local area network or a wireless
personal area network. The merchant system 18 establishes adhoc
communication with the in-vehicle telematics control unit 30
through a wireless channel. The in-vehicle telematics control unit
30 may transmit authentication data that may be authenticated
through the network-based authentication and payment server 12. The
merchant order station 24 interacts with the in-vehicle telematics
control unit 30 through a wireless channel 28, delivering a menu.
Such a menu may be customized based on user preferences or
historical data about previous transactions stored in the merchant
storage or remotely along with the user profile and authentication
data. The user interacts with the menu and merchant order station
24 using the in-vehicle telematics control unit 30 to place an
order and to pay. This interaction may provide the option to select
a preferred language. The merchant system 18 may store information
such as preferences and favorite orders in storage 21 or at a
network-based authentication and payment server 12. In one example,
the user 40 may interact with a merchant representative through a
speaker 38 and microphone associated with in-vehicle telematics
control unit 30. The merchant representative may have a cordless
headset associated with the merchant system 18. Payment for the
order may be made automatically through saved profiles and payment
information on the network-based authentication and payment server
12 or through electronic payment methods, such as electronic
wallet. Alternately, the user may transmit credit card or debit
card information. Further, the user may pay using cash or other
physical means when approaching a fulfillment station such as a
payment station or physical pick-up station 26.
[0021] Once the order is received, the merchant data server 20
interacts with the merchant order station 24 through the merchant
network 22. The merchant data server 20 may authenticate the
telematics control units 30 or 50 or the user 40 to validate the
order. An order confirmation or unique order identifier may be
transmitted to the telematics control unit 30 or 50. The order is
then transferred to the physical pick-up station 26 for preparation
and delivery. The telematics control units 30 or 50 may again
interact with the merchant system 18 or the physical pick-up
station 26 to identify the order and associate the correct order
with the correct user.
[0022] In another exemplary embodiment, more than one vehicle, each
having a telematics control unit may enter the active region or
area of the wireless local area network. The merchant system 18 may
interact with each of the telematics control units to establish
communications channels, facilitate orders, collect payment, and
transfer data. Each of the telematics control units may place
separate orders and each of the telematics control units may make
electronic payments and be separately authenticated. For example, a
first vehicle with a first telematics control unit may place a
first order and a second vehicle with a second telematics control
unit may place a second order. Both telematics control units may
pay separately and be separately authenticated. Furthermore, data
transferred from each of the telematics control units may be stored
at the merchant data server 20.
[0023] FIG. 2 depicts an exemplary method of processing a wireless
electronic drive-thru order. The merchant server receives
notification that a telematics control unit has been detected
within the wireless coverage area, at step 202. The wireless
coverage may be provided through an ad hoc network, such as an
802.11 network or a Bluetooth.RTM. network, among others. The
network may utilize various protocols permitting ad hoc access. The
telematics control unit is authenticated using a networked
authentication server located remotely from the merchant service
terminal, at step 204.
[0024] At step 206, a merchant services terminal communicates a
customized order selection menu to the telematics control unit over
a wireless data channel. The telematics control unit may include a
multi-modal user interface and the order selection menu may include
video, images, text descriptions, and audio announcements
associated with the available items. The telematics control unit
may also include a touch screen, keyboard, or spoken command
interface. The order selection menu may be customized based on user
history. For example, a single touch link to a favorite order may
be displayed. In another example, the language of the order
selection menu may be preferentially pre-selected based on past
interactions. The user may also initiate an interaction with a
merchant representative. This interaction may be a voice chat
session or a text message chat.
[0025] The merchant system receives an order selection from the
telematics control unit over the wireless channel, at step 208. The
telematics control unit may transmit the order selection.
Alternately, an interactive voice and/or text chat session may be
established.
[0026] At step 210, the system then facilitates the fulfillment of
the order selection received from the telematics control unit.
Order fulfillment may include interaction with display systems on
preparation lines or interaction with a fulfillment display at a
pick-up window. At step 212, payment is received from the user. The
user may provide payment approval to the merchant system through
the telematics control unit. This payment may include receiving an
electronic payment from the telematics control unit using a secured
communications channel. Alternately, payment may be made physically
using cash, a smart card, a traditional credit card, a debit card,
a check, or payment options selectively accepted by the merchant.
Various other payment methods may also be used such as points and
coupons. The system may also confirm the placement of the order
selection electronically and/or send a unique order identifier
associated with the order selection. The unique order identifier
may be used to associate an order with a vehicle (such as via
Vehicle Identification Number or License number) or user at the
pick-up location.
[0027] FIG. 3 depicts an exemplary method of placing a wireless
electronic drive-thru order. At step 302, a telematics control unit
located within a wireless coverage area receives a service
notification from a merchant electronic drive-thru service. The
wireless coverage may be facilitated through an ad hoc wireless
network. The telematics control unit may initiate an interaction
with the merchant electronic drive-thru service. The telematics
control unit receives and displays order selection menus
communicated by the merchant electronic drive-thru service over the
wireless data channel, at step 304. The telematics control unit may
include a multi-modal user interface and input devices such as a
touch screen, keyboard, and spoken entry interface. The order
selection menu may include video, images, text descriptions, and
audio announcements associated with items available in the order
selection menu. This order selection menu may be customized based
on customer order history, availability, or customer language
preference. For example, a user may be presented with a default
order based on past order behavior or a pre-order.
[0028] The user may also initiate an interaction with a merchant
representative. This interaction may be a voice chat session or a
text message chat.
[0029] The telematics control unit sends an order selection to the
merchant electronic drive-thru service over the wireless data
channel, at step 306. The telematics control unit may then receive
an electronic confirmation associated with the accepted order, at
step 308. The user may then make payment for the order selection.
For example, the telematics control unit may transfer payment
information electronically, at step 310. Alternately, the user may
pay using other methods at various steps along the process. For
example, the user may pay at a fulfillment station such as a
pick-up window, drive-in space, drive-thru lane, counter, or
terminal.
[0030] The telematics control unit may receive and store a unique
order identifier associated with the order selection, at step 312.
This unique order identifier may be communicated to a fulfillment
station terminal by the telematics control unit, at step 314. In
this manner, an order may be associated with a vehicle or customer
at the fulfillment station. The user then receives delivery of the
ordered item at the fulfillment station, as shown at step 316.
[0031] In one embodiment, a user initially parks the vehicle near
the merchant location but does not join a fulfillment line. The
user joins the fulfillment line/pickup lane only after receiving a
notification indicating that the order is ready or soon to be ready
(in other words the system can inform the user when to join the
lane or which lane to join)
[0032] In this manner, delivery of any items ordered, such as food
items, dry-cleaning, and pharmacy items, may be facilitated.
Alternately, a reservation at a crowded restaurant can be made in
which case the user may drive away and be notified of the
availability of seating in the restaurant (where there is a wait
time). Automated order selection and payment may accelerate service
and decrease employee requirements. Through such a system,
customers may receive more efficient, cost effective service.
[0033] The above-disclosed subject matter is to be considered
illustrative, and not restrictive, and the appended claims are
intended to cover all such modifications, enhancements, and other
embodiments which fall within the true spirit and scope of the
present invention. Thus, to the maximum extent allowed by law, the
scope of the present invention is to be determined by the broadest
permissible interpretation of the following claims and their
equivalents, and shall not be restricted or limited by the
foregoing detailed description.
* * * * *