WO1996025006A1 - Interactive broadcasting system - Google Patents
Interactive broadcasting system Download PDFInfo
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- WO1996025006A1 WO1996025006A1 PCT/AU1996/000058 AU9600058W WO9625006A1 WO 1996025006 A1 WO1996025006 A1 WO 1996025006A1 AU 9600058 W AU9600058 W AU 9600058W WO 9625006 A1 WO9625006 A1 WO 9625006A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- consumer
- messaging device
- identification code
- specified
- indication
- Prior art date
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H20/00—Arrangements for broadcast or for distribution combined with broadcast
- H04H20/38—Arrangements for distribution where lower stations, e.g. receivers, interact with the broadcast
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H60/00—Arrangements for broadcast applications with a direct linking to broadcast information or broadcast space-time; Broadcast-related systems
- H04H60/61—Arrangements for services using the result of monitoring, identification or recognition covered by groups H04H60/29-H04H60/54
- H04H60/63—Arrangements for services using the result of monitoring, identification or recognition covered by groups H04H60/29-H04H60/54 for services of sales
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/47—End-user applications
- H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
- H04N21/47—End-user applications
- H04N21/478—Supplemental services, e.g. displaying phone caller identification, shopping application
- H04N21/47815—Electronic shopping
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/60—Network structure or processes for video distribution between server and client or between remote clients; Control signalling between clients, server and network components; Transmission of management data between server and client, e.g. sending from server to client commands for recording incoming content stream; Communication details between server and client
- H04N21/61—Network physical structure; Signal processing
- H04N21/6106—Network physical structure; Signal processing specially adapted to the downstream path of the transmission network
- H04N21/6118—Network physical structure; Signal processing specially adapted to the downstream path of the transmission network involving cable transmission, e.g. using a cable modem
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/60—Network structure or processes for video distribution between server and client or between remote clients; Control signalling between clients, server and network components; Transmission of management data between server and client, e.g. sending from server to client commands for recording incoming content stream; Communication details between server and client
- H04N21/61—Network physical structure; Signal processing
- H04N21/6156—Network physical structure; Signal processing specially adapted to the upstream path of the transmission network
- H04N21/6187—Network physical structure; Signal processing specially adapted to the upstream path of the transmission network involving transmission via a telephone network, e.g. POTS
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/60—Network structure or processes for video distribution between server and client or between remote clients; Control signalling between clients, server and network components; Transmission of management data between server and client, e.g. sending from server to client commands for recording incoming content stream; Communication details between server and client
- H04N21/65—Transmission of management data between client and server
- H04N21/658—Transmission by the client directed to the server
- H04N21/6581—Reference data, e.g. a movie identifier for ordering a movie or a product identifier in a home shopping application
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
- H04N21/60—Network structure or processes for video distribution between server and client or between remote clients; Control signalling between clients, server and network components; Transmission of management data between server and client, e.g. sending from server to client commands for recording incoming content stream; Communication details between server and client
- H04N21/65—Transmission of management data between client and server
- H04N21/658—Transmission by the client directed to the server
- H04N21/6582—Data stored in the client, e.g. viewing habits, hardware capabilities, credit card number
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/16—Analogue secrecy systems; Analogue subscription systems
- H04N7/162—Authorising the user terminal, e.g. by paying; Registering the use of a subscription channel, e.g. billing
- H04N7/163—Authorising the user terminal, e.g. by paying; Registering the use of a subscription channel, e.g. billing by receiver means only
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/16—Analogue secrecy systems; Analogue subscription systems
- H04N7/173—Analogue secrecy systems; Analogue subscription systems with two-way working, e.g. subscriber sending a programme selection signal
- H04N7/17309—Transmission or handling of upstream communications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H2201/00—Aspects of broadcast communication
- H04H2201/30—Aspects of broadcast communication characterised by the use of a return channel, e.g. for collecting users' opinions, for returning broadcast space/time information or for requesting data
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H2201/00—Aspects of broadcast communication
- H04H2201/30—Aspects of broadcast communication characterised by the use of a return channel, e.g. for collecting users' opinions, for returning broadcast space/time information or for requesting data
- H04H2201/33—Aspects of broadcast communication characterised by the use of a return channel, e.g. for collecting users' opinions, for returning broadcast space/time information or for requesting data via the broadcast channel
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H2201/00—Aspects of broadcast communication
- H04H2201/30—Aspects of broadcast communication characterised by the use of a return channel, e.g. for collecting users' opinions, for returning broadcast space/time information or for requesting data
- H04H2201/37—Aspects of broadcast communication characterised by the use of a return channel, e.g. for collecting users' opinions, for returning broadcast space/time information or for requesting data via a different channel
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H2201/00—Aspects of broadcast communication
- H04H2201/70—Aspects of broadcast communication characterised in that receivers can be addressed
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H60/00—Arrangements for broadcast applications with a direct linking to broadcast information or broadcast space-time; Broadcast-related systems
- H04H60/09—Arrangements for device control with a direct linkage to broadcast information or to broadcast space-time; Arrangements for control of broadcast-related services
- H04H60/14—Arrangements for conditional access to broadcast information or to broadcast-related services
- H04H60/15—Arrangements for conditional access to broadcast information or to broadcast-related services on receiving information
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04H—BROADCAST COMMUNICATION
- H04H60/00—Arrangements for broadcast applications with a direct linking to broadcast information or broadcast space-time; Broadcast-related systems
- H04H60/76—Arrangements characterised by transmission systems other than for broadcast, e.g. the Internet
- H04H60/81—Arrangements characterised by transmission systems other than for broadcast, e.g. the Internet characterised by the transmission system itself
- H04H60/93—Wired transmission systems
- H04H60/94—Telephonic networks
Definitions
- This invention relates to interactive broadcasting and particularly but not limited in its broadest aspect to broadcasting and shopping via cable or satellite broadcasting.
- Pay-TV and the free-to-air TV stations and networks are facing the daily reality of increased competition. Historical markets and market shares are about to change, but not for the better for free-to-air TV. Pay-TV will offer consumers more choice than ever before, but only at a price. Pay-TV will offer advertisers more choice in reaching the market, or market segment, but only at a price.
- a system for interactive broadcasting to consumers of one or more broadcasting media wherein each participating said consumer is provided with a messaging device for transmitting an indication over a telephone network, said messaging device being capable upon activation by the consumer of automatically dialling at least one specified telephone number and transmitting a consumer identification code over the telephone network to an indication transfer means upon answering by the indication transfer means ; and said indication transfer means being for transmitting consumer identification data to one or more providers in response to receipt of said consumer identification code; and a broadcaster broadcasting to said consumers over said broadcasting medium to invite said consumers via said broadcasting medium to activate the messaging device in a specified manner within a specified time period if any said consumer desires to give a specified indication to a specified provider; and if a particular consumer performs said activation, ⁇ aid indication transfer means will determine at least in part from a time of said activation which of a plurality of possible specified indications stored in a database is intended by the consumer and will then transmit corresponding consumer and indication identification data to
- a different indication may be associated with each specified manner of activation. For example, a different purchasing method may be indicated such as “pay by credit card”, “cash on delivery”, “free trial” or “information only requested” .
- the messaging device may comprise a card reader for swiping by the consumer of an identification card before ⁇ aid activation to provide the consumer identification code to the messaging device.
- the identification card may alternatively or in addition contain qualifying information to be transmitted by the messaging device such as an identifier of the broadcaster, whereby the consumer may be issued with a number of such identification cards, and use the card corresponding to the broadcaster (e.g. TV channel) issuing the invitation when activating the messaging device.
- the indication transfer means may comprise a computer and an associated database, together with avalanche processing equipment for handling a large number of simultaneous incoming calls.
- a system for ordering goods or services by consumers wherein, each participating said consumer is provided with a messaging device for transmitting an indication over a telephone network, said messaging device being capable, upon activation by the consumer, of automatically dialling at least one specified telephone number and transmitting a consumer identification code, and goods or services to be purchased identification code, over the telephone network to an indication transfer means connected with said messaging device when the specified telephone number is answered, wherein, said indication transfer means is adapted to transmit consumer identification data, and goods or services to be purchased identification data to one or more appropriate providers in response to receipt of said consumer identification code and said goods or services to be purchased identification code; whereupon, said goods or services can be provided to said consumer by said one or more providers.
- the system and method may be implemented for purchasing goods such as food items at a pizza shop.
- goods such as food items at a pizza shop.
- the retailer of such goods may provide, free to the customers, magnetic swipe cards which can be processed through the messaging device to identify the particular chosen goods.
- the messaging device may have some bar-code reading device or other code reading device which can optically scan information on a printed image possessed by the consumer. In this way, advertisements can be made in the daily press related to particular goods or services to be supplied.
- the consumer then needs to arrange for the printed image to be processed by the messaging device, such as by passing the bar-code reading wand over the printed bar-code in the printed image, in order to uniquely define the type of goods or services required.
- an interactive on-line broadcast system wherein there are a plurality of broadcast consumer sets which can be selectively activated to receive unique specified broadcast program transmissions by a transmitted control signal emanating from a transmitting broadcast station in said system, said control signal being unique for each consumer's set, said system having a separate messaging device at each consumer set for transmitting data over a telephone network, said messaging device being capable upon activation by the consumer of automatically dialling at least one specified telephone number and transmitting a consumer identification code over a telephone network to an indication transfer means, said indication transfer means interacting with ⁇ aid transmitting broadcast station to permit said unique control signal to be applied to a broadcast transmission, as identified by the consumer identification code, whereupon the consumer's set so identified can receive a menu broadcast transmission for that consumer set, said messaging device having user input means for permitting negotiation of menu options in said menu broadcast transmission and for relaying chosen menu options to said identification transfer means for permitting selecting further menu broadcast transmissions or a final menu option, said identification transfer means passing the chosen menu options to
- this system be implemented in a cable TV or satellite TV environment.
- said indication transfer means comprise a telephone company. This is particularly preferred in order to cope with what might be termed "avalanche" dialling where it is possible that several hundred or indeed thousands of calls may be made substantially simultaneously with a dedicated phone number.
- Figure 1 is a schematic block diagram of a relationship between various entities in a first preferred embodiment
- Figure 2 is a schematic block diagram of a relationship of various entities in a second embodiment
- Figure 3 is a schematic block diagram of a relationship of various entities of a third embodiment
- Figure 4 is a schematic block diagram of a relationship of various entities of a fourth embodiment
- Figure 5 is a schematic block diagram of a relationship of various entities of a fifth embodiment
- Figure 6 is a plan view of a preferred message device for use in any of the embodiments above;
- Figure 7 is a view similar to Figure 6 showing a different preferred message device for use in an environment similar to that outlined for Figure 2;
- Figure 8 is a screen display on the messaging device of Figure 7;
- Figure 9 shows several different screen displays on the messaging device of Figure 7.
- Figure 10 is a block schematic circuit diagram of the device of figures 7, 8 and 9;
- Figure 11(a) and 11(b) are detailed circuit diagrams of the device of figure 10;
- Figures 12(a) and 12(b) are functional flow diagrams of software for the device of figure 11(a) and 11(b)
- Figure 13 shows a further schematic block diagram of a relationship between various entities of a sixth embodiment incorporating aspects from some of the earlier embodiments.
- the product vendor may be any company which produces or represents a range of products which are sold into the local market.
- the product vendor wishes to maximise the amount of product sold and enters into a relationship with an advertising agency to develop a suitable TV commercial to be broadcast via one or more of the existing TV stations or networks.
- the product vendor may distribute product directly to the public, through company-owned stores, through franchised stores, through a network of independently-owned stores, or via sales agents or other distributors.
- the vendor operates a computerised system of some kind, to control and manage all usual business functions such as accounts, inventory, sales and distribution. This system is well-developed and is adequately staffed and maintained. The company may even have an EDI-based trading relationship in place with a number of vendors and/or account customers.
- OPS Order Placement System
- the system is run by XYZ Company which has 100,000 order placement messaging devices in the form of messaging devices 11 installed (theoretically) in 100,000 households in a given location.
- XYZ charges x% of the advertised price of the product as a fee for each order placed.
- the agency further advises that each household represents at least 2 separate consumers and that the average consumer response, in the form of automated orders placed, has been 0.5-1.0%.
- the typical target audience response, in the form of orders placed for product, is almost instantaneous - within 8-10 seconds per order within a 10-minute period.
- buttons A, B, C and D which are the same as four buttons used on a messaging device 11 which is situated at each consumer site.
- Each respective panel button is preferably separately colour-coded, to the same respective colour code as the colour code on each button on the messaging device 11.
- the buttons can be identified for any purpose, including viewer voting, product purchase, requests for brochures, information, charitable donations etc.
- a schedule of slots is established and this schedule is provided in advance to all affected OPS system parties to allow synchronised and load-balanced order processing. (Overall system capacity is configured against load- balanced demand.) This method allows messaging devices in any city to place orders during any slot, especially if the OPS panel is advertised on a national TV network.
- the product vendor agrees to trial the new OPS system and the creative staff in the advertising agency accept the brief from the client and work to develop a suitable TV commercial for a single product.
- the product vendor notes the presence of the OPS "panel", located in the lower left-hand corner.
- an advertising program is developed and agreed and the advertising agency schedules the commercial to be run on selected TV stations at selected times, for an agreed period.
- the TV station or network broadcasts the commercial at the agreed time/s on the agreed day/s, on behalf of the product vendor.
- Each of the 100,000 households in the OPS system has a messaging device 11 as referred to earlier, which includes a card reader 126 mounted transversely across the top.
- Such messaging devices 11 are currently produced by the applicant of the present patent application in the context of a taxi ordering devices.
- a system for taxi ordering and preferred messaging devices are described in International Patent Application number PCT/AU95/00007 and particular reference should be made to the embodiment of Figure 5 therein.
- the specification and content of PCT/AU95/00007 is hereby incorporated by reference.
- the message confirmation and other features of the messaging devices therein are analogously applicable to the current invention as optional features of the current invention.
- Each purchasing consumer in a household is provided with a plastic magnetic or other PIN card, programmed with a unique 7-digit PIN number.
- the card has an embossed Serial Number on the front.
- the messaging device 11 has 4 ordering keys (see keys 41, 42, 43 & 44 of the messaging device shown in Figure 5 of PCT/AU95/00007 and also see the embodiments of figures 6, 7 and 8 through 12 herein) , marked identically to the keys in the respective special OPS "panel" which is displayed in the lower left-hand corner of the TV screen during the TV commercial.
- the keys are labelled A, B, C and D and are uniquely colour-coded as described before.
- Each key is programmed with a 1-800 telephone number and an 8-digit PIN number.
- the 1-800 telephone number is used by the messaging device 11 to place automated orders on XYZ Company for products/services, at no cost to the customer.
- XYZ can be referred to as an indication transfer means.
- Each ordering key PIN number is an index to a location record in the XYZ Company database for the messaging device itself, as well as to the actual key used to place the order.
- the PIN number on the consumer's plastic card is an index to that person's customer record in the XYZ Company database and contains information about the customer. This can include information such as name, address, postcode, state, telephone number, date of birth, sex, income grouping, marital status, credit card type, credit card number, payment method, etc.
- Each plastic PIN card is used to "authorise" the placement of an order for a product. If the card is not used in the messaging device 11 - that is, only 1 of the Function keys on the messaging device 11 is pressed - no order for a product will be placed. Instead, the use of a particular Function key (without the card) may simply order a taxicab, for example.
- a household is only issued with a messaging device after an Application Form and Site Agreement are completed and signed by an adult member of the household.
- the application form requires the member to provide all of the information shown above and when completed, is used as the authority to immediately issue and install a messaging device 11 and to provide a unique, plastic PIN card for ordering.
- the Site Agreement covers the provision of the messaging device 11, it's ownership, location, use, repair and maintenance, warranty and other general terms and conditions.
- the messaging device 11 can be issued free, for use by all members of the household who have completed an Application form and who have been provided with a plastic PIN card. If the messaging, device 11 is underused - no orders made within a specified time - a fee may be charged for rental to compensate for the underuse of the messaging device.
- Order Collection Company
- XYZ Company or the indication transfer means is the company formed to provide the OPS system to the advertising marketplace, principally via advertising agencies.
- XYZ has its own premises, staff and facilities.
- XYZ has negotiated the provision of bureau processing facilities and services from a mainframe computing bureau for the ordering system and with a large, telecommunications provider for call processing facilities in answering incoming automated orders from customers.
- XYZ Company engages a number of specialist service supplementary services to provide continuous processing facilities and supplementary services on its behalf, as described below.
- XYZ has negotiated an arrangement with an existing mainframe computer bureau to provide continuous order processing facilities and services.
- the mainframe-based ordering system contains the entire customer and location databases for all 100,000 messaging devices. Purpose-written software is installed to manage and control the purchasing orders. Processing time is provided by the bureau to XYZ Company on a transaction-fee basis, or some other method.
- a telecommunications company provides comprehensive inbound call answering and processing facilities at a level sufficient to accommodate "call avalanche" conditions, generated by a large number of customers using their messaging devices to place automated orders for products simultaneously. These facilities include call metering to measure the rate of successful inbound calls, for charging purposes and other services.
- the call output is connected directly to multiple serial input ports (possibly using port contention controllers and/or input buffering, given the potential volume of inbound orders) on the mainframe- based ordering system for automated order generation and subsequent supply, billing and distribution. It is possible that this call output would be transmitted to the mainframe computer bureau via a 2 Mbps link.
- This service would be supported by a comprehensive range of reports on the rate of inbound calls, metered charges, system availability and performance, system capacity, management and support, problem resolution, etc.
- each customer is issued with a plastic PIN card which, when used, delivers a multi-digit PIN number into the ordering system to index and retrieve that customer's record for use as the basis of an automated order for the product.
- the customer record may specify a payment preference using a particular credit card, the details of which are held on the record.
- the ordering system will create an order for the product on behalf of the customer and will include details of the customer's preferred method of payment when transmitted to the product vendor for fulfilment.
- the product vendor's billing system must be able to cater for credit card transaction enquiry, verification and approval.
- these orders would be placed automatically by the computer bureau, directly into the product vendor computer system, or a centralised distribution system, using an EDI batch transfer.
- the product vendor computer system would produce an Invoice and picking slip automatically, commencing the process of the physical distribution of goods to the customer immediately, as ordered.
- the messaging device 11 transmits the two multi- digit PIN numbers to a 1-800 telephone number, using DTMF tones.
- the 1-800 line is connected directly to an interactive voice-response (IVR) board, such as manufactured by Dialogic, Inc.
- IVR interactive voice-response
- This board carries a configurable microprocessor which is controlled by management software, written using VOS (Voice Operating System) .
- VOS Vehicle Operating System
- the output from the Dialogic board is standard ASCII data, presented at the serial port on a PC.
- This software is designed to allow the Dialogic board to answer the incoming call, provide an acknowledgment as a handshake and accept the 2 PIN numbers after performing parity and integrity checks. Both PIN numbers are verified immediately in a local Lookup Table before further processing and when verified, trigger the return and display on the messaging device display 71 of either a 4- digit "authorisation code” to confirm the order, and also if needed to display the time the order was received, or a 2-digit "Exception Code” to indicate why the order was not accepted.
- the transaction is flagged and the messaging device 11 is "hung-up". Immediate arrangements are then made to telephone contact the customer to further verify the order. This could be accomplished easily by an automated telemarketing system which automatically dials the customer and requests the customer to enter an "authorisation code" which will have been displayed on the messaging device 11 display 71 at the time of transacting the order. The customer can then enter that code using the telephone keypad. This allows the customer a "cooling-off" period and further security when placing orders for high value goods and services.
- a "heartbeat" signal can be sent to the messaging device every 3 seconds to keep the messaging device 11 on-line, while the ordering system processes the order to prevent the messaging device 11 from automatically “hanging-up” .
- Heartbeat signals are transparent to the customer.
- the messaging device 11 must be kept on-line long enough for the ordering system to process the order and return either an Authorisation Code or an Exception Code.
- the mainframe-based ordering system will be able to identify and accommodate both static and mobile customers, irrespective of the location of the messaging device .
- a wide range of products would be suitable to this interactive broadcasting concept on television and consumers would buy them, using the messaging device 11, simply because the messaging device 11 is easy and simple to use, is convenient (shop at home) and is free. It would be a simple matter for almost any advertising agency to develop a suitable TV commercial, incorporating a standardised panel and a strong emotional appeal to targeted consumers. These people respond to such commercials now, but they have to get in the car, drive to a shopping centre, park and find the shop. Measuring the direct consumption responses to these commercials (in the form of actual orders placed, or increases in net turnover) is obviously very difficult, but all that is available - until now.
- FIG. 2 there is shown a further embodiment which has particular application in relation to demand ordering such as may be experienced in fast food chains at particular times of the day.
- demand ordering such as may be experienced in fast food chains at particular times of the day.
- Each of the customers has a messaging device 11 installed at its premises.
- the system also proposes that there be a plurality of vendors 13. These may be fast food outlets, such as pizza,
- the system proposes that the vendors distribute cards (optionally free of charge) which individually equate to their product range availability for home delivery.
- the cards may be plastic magnetic swipe cards and one card may be, for example, for a family size Marinara pizza. A further card may be for a small size Vegetarian. A further card may be for a medium size Mexicana, etc.
- the vendors may advertise on television or radio at peak periods such as when orders for their goods are likely. A customer seeing or hearing the advertisement may be triggered to immediately decide to purchase those goods.
- the customer will activate the messaging device 11 to, in turn, call a collection company, such as a national telephone company or some other company set up and dedicated to this purpose.
- the dialling to the collection company by the messaging device 11 in turn, transmits a unique PIN identifying the customer and its site as well as a PIN of the particular card swiped through a swipe card reader 126 of the messaging device 11.
- the call collection company can, in turn, process that call and dispatch a further message directly to the vendor so that the vendor can arrange for home delivery of the goods.
- the transaction may be COD or it may be pre-arranged when the messaging device is installed that any requests for orders be automatically billed to a particular credit service.
- a further card may be retained by the customer which must be swiped through the messaging device 11 before it can be activated to dial the call collection company.
- all required cards are swiped into the messaging device 11 and held in memory therein prior to dialling the call collection company. In this way, telephone call time can be minimised and partly alleviate any possible avalanche dialling to the call collection company caused by separate orders for different goods such s small Marinara pizza and a large Mexican pizza.
- buttons 41, 42, 43 and 44 on the messaging device 11 can be used so that if any is pressed, the message is transmitted via a call to place the order.
- button 41 is used to initiate such call.
- any number of swipe cards provided by the vendor may be loaded by the customer into the messaging device 11 for transmission to the call collection company.
- a plurality of goods can be ordered by a single call to the collection company.
- three or more pizza cards may be successively swiped through the messaging device 11 and the data read therefrom held in memory therein prior to dispatch of the call to the collection company.
- the call collection company dials a vendor to relay the message, it transmits the various PIN numbers or the corresponding code which, in turn, instruct the vendor as to the person making the order and the type of goods to be ordered.
- the above system is useful not only in relation to placing orders for goods but also orders for services.
- the messaging device 11 is the messaging device referred to in Figure 5 of the attached International Patent Application No. PCT/AU95/00007 or as shown in the embodiments of figures 6, ⁇ and 8 through 12 herein.
- FIG. 3 there is provided a system for account settlement.
- the messaging devices 11 may be similar to the Figure 5 embodiment of the aforementioned international patent application.
- a customer may receive a bill in the mail for a particular matter. The customer may then wish to pay the bill in its entirety or in part.
- the customer arranges to call the call collection company to, in turn, arrange for payment.
- the calling by the customer using the messaging device 11, transmits PIN information to the call collection company and to an account provider.
- the account provider will have a pre- authorised and documented authority to transfer an amount as instructed from an account in the name of the customer held at a financial institution to an account held in the name of the same customer held at the account provider.
- a series of cards can be provided to enable payment options. For example, a first card may be minimum payment required as per statement. A second card may be pay total amount as per statement. A further card may be pay $50 off account. A further card may be pay $100 of an account, etc.
- a series of cards may be swiped through the messaging device 11 to collectively reach a required total amount to be paid off the account.
- buttons 41, 42, 43 and 44 on the messaging device 11 can be used so that if any is pressed, the message is transmitted via a call to make the payment.
- button 41 is pressed to make the call.
- buttons 42, 43 and 44 may be programmed to indicate specific payments. Thus, these may be pressed, rather than swiping particular payment cards.
- FIG. 4 there is shown a system for particular use in connection with a broadcast system such as a television broadcast system.
- the particular embodiment is particularly suitable for cable TV use.
- Each customer also has a television receiver connected via cable to a cable TV provider.
- the cable TV system uses decoder devices and technology to permit the customer to receive one of many different transmissions from the cable TV provider. For example, there may be 200 channels available to the customer. In such a system, there may be, say, 10 channel locations allocated for menu options.
- the cable TV provider is able, via unique codes, to dispatch a particular TV transmission to individual customers so that only that customer can receive the transmission. Thus, in such systems, it is possible to have near on demand viewing of particular transmissions such as feature films and the like. It i ⁇ known that cable TV provider ⁇ , particularly in Canada, have the ability to switch between program source materials in a transparent manner to a particular customer.
- buttons 42, 43, 44 on the messaging device 11 to negotiate the menu options.
- button 42 may be a menu "down” button, button 43 a menu “up” button, and button 44 the "select” button.
- the messaging device 11 is then operated to transmit a chosen menu option to the cable TV provider by operation of button 44.
- a first menu may offer a variety of types of television programs - children's, thriller, action, etc.
- the customer would choose a particular menu option and would relay that information to the cable TV provider via the messaging device 11 through the telephone network.
- the cable TV provider would identify the particular customer by his PIN and also note the menu choice selected.
- the cable TV provider can then, in turn, transmit a further or following menu page to that particular customer. Further menu choices can be entered and relayed to the cable TV provider until a final option is achieved.
- the messaging device 11 can be used to provide on-line interaction with the cable TV provider.
- the cable TV provider may have a particular two hour program running, say, every ten minutes.
- feature films for example can be loaded into the cable TV provider's system so that at any given time there are a series of the same television program running but each commencing ten minutes later than the previous.
- near demand viewing of required programs can be achieved with this system as the customer makes the required selection and then merely awaits the actual start time which may be, for example, no more than ten minutes after making a request.
- FIG 5 there is shown a system substantially identical to that in Figure 4 except there is provided the intermediate call collection company. This may be utilised in order to take into account "avalanche" calling to the cable TV provider.
- the messaging device 11 has an LCD display panel 111 with a number of different displays 112, 113, 119 therein.
- the display 112 is particularly provided to provide three options for dialling. A first option may be free to air TV, a second option may be cable TV and a third option may be "direct" for billing purposes as described in the examples of Figures 2 and 3. These options are accessed through a mode button 130. Thus, by pressing the mode button 130, the display 112 may be stepped through each of the three options.
- the display panel 111 also has an indication 113 which identifies that the call and order has either been accepted, there is a need to re-try, or that the messaging device is on-line.
- the display 111 also has a further indication 119 of particular choices such as menu choices. Thus, the number displayed in display area 119 can be accessed by pressing a number select push button 129. Each press will increment the number displayed in area 119. When a required number is shown then a select button 122 can be pressed to load that number and the particular option in display 112 - TV, cable, or direct.
- the messaging device 11 has a cancel button 114 whereby any particular order can be cancelled. It also has LED indicators 115, 116 and 117 which respectively show that a transmission from the messaging device 11 has been accepted or that the call needs to be tried again as a re-try or that the mes ⁇ aging device 11 i ⁇ active and on-line.
- An audible tone generator 118 may be provided within the case of the messaging device 11 to provide audible announcements of entering of information.
- a security alarm may be fitted via a connection 120 and equates to the alarm or switch 61 shown in the embodiment of Figure 3 of the aforementioned international patent application.
- a dedicated telephone number can then be dialled if the alarm is activated so that alarm information can be relayed.
- Button 121 is provided so that when all information has been loaded into the messaging device 11, the messaging device 11 can be arranged to dial the required number and transmit the loaded information.
- the messaging device 11 also has three LEDs 128 to indicate the number of cards accepted as swiped through the slot 127 in the direction of the arrow 126. Thus, if one card is swiped, the first of the LEDs 128 is illuminated. If a second card is swiped then two LEDs are illuminated, etc.
- the messaging device will most likely include dedicated telephone numbers for each of those particular services.
- the display area 119 may be arranged to indicate particular code messages at the end of a transaction. These may be, for example, that a TV transmission is about to start in ten minutes or that a pizza delivery is expected in twenty minutes. These messages may be arranged to alternate say every 2 seconds thereby providing a viewer of the display with multiple messages.
- the messaging device 11 is used to automatically dial an intended telephone number so that orders for goods or services can be provided and then to automatically terminate the call once the message has been confirmed by a return call signal.
- security can be provided at least in the premises of that site by using a card to be swiped through the messaging device which will identify authorised users.
- the messaging device 11 is about the size of a man's hand. It is installed in parallel with a standard analog telephone with a double-adaptor plug and powered by a small plug power pack. Installation can be achieved by any untrained person in minutes. All accessories and operating instructions are supplied with the messaging device 11.
- the messaging device 11 is deliberately designed to be simple to understand, easy to use and flexible in application.
- the messaging device 11 has an Order key 150, a Call-Back key 151, 2 Clear keys 153/155, 2 Function keys 157, 159, an LCD display panel 161 for system messages and 3 LED's 163, 165 and 167 to indicate ACCEPT, ACTIVE auid RETRY status.
- a card reader 171 is fitted, mounted across the top of the messaging device 11.
- a pen- ⁇ haped bar-code wand 173 is also fitted, attached to the messaging device 11 via a coiled cable 175.
- the ORDER key 150 is pre-programmed during manufacture with a shopping network system telephone number and a unique, 7- digit PIN number.
- the telephone number may be changed remotely, over the telephone line via suitable software and address codes to access the memory allocation where the phone number is stored.
- the PIN number is fixed and is not accessible.
- the 7-digit PIN numbering system allows for up to 10 million PIN numbers in a network. A higher digit PIN number of, say, 9 or 11 or 13 or other characters will provide greater number of PINs if required.
- the Order key 150 PIN number is used to index and retrieve a location record for the messaging device 11, stored securely in a Network computer system database. Each location record contains:
- a site contact name (as shown on the Rental Agreement) , full street and mailing address (as shown on the Rental Agreement) , the number of the telephone with which the messaging device is installed in parallel, the number of the nearest fax machine (if available) , - plus any other site information.
- the messaging device 11 has a Call-Retry facility, which automatically re-dials the network telephone number twice if all network telephone lines are busy on the first attempt. If the messaging device is unable to connect successfully after 3 call attempts, it gives up, sounds 3 long beeps and the red RETRY status LED 169 blinks. The ORDER key 161 must be pressed again, to place the order.
- the messaging device 11 also features an internal call counter, called the Audit function.
- the Audit function is pre-programmed with its own telephone number and unique PIN number.
- the call counter counts all successful calls, all unsuccessful calls and all dial attempts.
- the Audit function automatically takes the telephone line, dials its programmed number and downloads all call-count data into a special file on the network host. The host then resets the counters to zero, or to the default setting, and both parties disconnect. This call data can be analysed, to determine inbound line capacity, etc.
- NSC Network Shopper Card
- the NSC is a private-label card similar to a credit card in appearance. Like a credit card, the NSC contains a magnetic strip on the back, as well as other information. However, the magnetic strip on the NSC is programmed with a unique 10-digit number which is an index to the full customer record in the network host database.
- the NSC will be issued free by the network, valid for 12 months, to any customer who completes a simple Application form.
- Applications will be provided in bulk to every retail outlet of every Product Vendor represented by the network and placed conspicuously on the sales counter.
- An advertising campaign will advertise the new network and tell potential customers how to apply.
- Applications will also be available from the network, upon enquiry.
- the Application can capture:
- Fax number if available (for order verification)
- Order Security Option? (Yes/No) ; (both cards to order) 16.
- Apply Order-Value Limit? (Yes/No) ; (specify value, $$$)
- the Application form When the Application form is completed, it can be either mailed to the network for processing and NSC issue, or simply given to the retail sales staff and sent to the network Customer Service operation via a mailbag for processing and NSC issue. All NSC cards will be mailed to the customer's nominated usual residence, along with a small booklet on normal use, Customer Service, Terms and Conditions, etc.
- each customer will be given the opportunity to establish a range of personal preferences at the time of making an Application to be a registered customer. These preferences are designed to provide security against unauthorised use and/or access.
- Limit Order Value An order-value limit can be set for all orders placed from a messaging device. A similar limit can also be set for any Network Shopper Card. Restrictions can also be placed on the types of products and services ordered.
- any attempt to place a non- conforming order would be met with an Error-Code displayed on the ordering terminal. Repeated attempts would trigger a Customer Service enquiry telephone call from the network. These measures would ensure that the ability of others to place automated orders i ⁇ , ultimately, limited to the discretion allowed by the registered owner/user of an NSC. Such actions would also have a beneficial effect upon the network generally, limiting the incidence of adverse publicity usually accorded to such experiences.
- the messaging device 11 has multiple uses, as follows.
- Order from the Network Catalogue The messaging device 11 is developed to allow any customer to place an order for products and services at any time of the day or night, without speaking to an operator and, to have the order confirmed and verified automatically by the network. With a few simple actions, any customer can place a multi-item order in as little as 30-60 seconds! This offers every customer speed, simplicity and convenience.
- Order from a Newspaper or Magazine Apart from being simple and convenient, the messaging device 11 is very flexible and versatile. Any customer can place an order by scanning an item bar-code from any one of the network shopping catalogues or from other "hard copy" order displaying mediums such as letterbox drops or newspaper advertisements. Provided the product or service is accepted by the network, any customer can also place an order by scanning an item bar-code from any newspaper, or magazine.
- the messaging device 11 can read and accept up to 5 different bar-code symbologies. This means that if any bill or account carries one of these 5 bar-code types, it can be scanned by the wand 173 and sent to the network, as if it was an item being ordered. If the customer's credit card is swiped at the same time, this authorise ⁇ the network to arrange for the immediate payment of that account using the customer's credit card.
- the messaging device 11 can also be used to pay any account accepted by the network. No cheques, no Stamp Duty, no envelopes, no stamps, no fuss!
- the network host will automatically flag and action the Request for Customer Service Call-Back. It does this by retrieving the customer telephone number from the customer record and feeding this number to a predictive dialler.
- the dialler dials the customer telephone number and the ringing telephone line is presented, along with all of the customer details on-screen, to an available Customer Service Operator (CSO) .
- CSO Customer Service Operator
- the customer may order 2 items, for example, from a catalogue. Both items are held in inventory at the network NDC.
- the messaging device 11 emits a single beep as each card i ⁇ swiped and 2 of the Card Accepted LED's 166 and 168 light. The display then clears.
- Scan a bar-code From either the network shopping catalogue, a newspaper, or a magazine or the like, the customer selects an item to order. He picks up the pen-wand 171 and scans the item bar-code. The messaging device 11 beeps once. The display 161 shows "1" beside the word ITEM and a blinking "0" appears beside the word QTY. This indicates that one bar- code has been read successfully and that the customer must now enter a quantity to order. Another bar-code item cannot be scanned until a QTY value i ⁇ entered.
- Order another item The customer selects another item and scans the bar-code. As before, the messaging device 11 beeps once. Now, the display 161 shows "2" beside the word ITEM and a blinking "0" appears beside the word QTY. This indicates that the second bar-code item has been read successfully and that the customer must now enter a quantity to order for this item. The customer is ordering a quantity of five (5) .
- the customer is ready to place the order. To order, he presses the ORDER key 150.
- the messaging device 11 beeps once and the yellow LED 167 starts to blink.
- the messaging device goes off-hook and dials the pre ⁇ programmed "13" telephone number for the network. This call may be free to the customer.
- the call i ⁇ routed electronically to the network host system.
- the incoming call is answered by a Dialogic voice processing board in a front-end call processing system.
- the messaging device 11 After passing an ACK back to the messaging device 11, the messaging device 11 sends the complete order in a data string, using DTMF tones.
- the format of this data string is shown below: type identifier 1
- the front-end call processor initiates and sends a heartbeat signal to the messaging device 11 every 3 seconds, holding it online while the host system performs initial order processing tasks.
- the order data is passes to the order processing application on the host system.
- the host uses an incoming device PIN to index and retrieve the location record for the messaging device 11. Unless the record advises otherwise, this is both the Order Address and the Ship-to Address.
- the host reads the credit card number and the NSC number (or both NSC numbers) and uses this data to index and retrieve the customer record to identify who placed the order. This record shows that BOTH the nominated credit card and the nominated NSC must be present to validate the order. The host verifies both numbers.
- the host begins to assemble the actual order.
- Each item number is used to index and retrieve the full item record from the inventory application, complete with Item Description, Unit of Measure, Stock On Hand, Item Price, Unit Weight, etc.
- the host inserts the item quantity ordered and multiplies the item price by the quantity ordered, deriving an extended price for the item. This i ⁇ repeated for all items.
- the extended Price column is added to derive a Total Order Value.
- the host makes a separate enquiry to a remote credit card database to pre-approve the Total Order Value of the order. If approved, the order is accepted and processed. If not, the host selects and transmits a 2-digit Exception Code message to the messaging device 11, causing it to hang up, display the message, blink the green LED 165 and sound 3 short beeps. The Exception Code is interpreted by the customer from a small printed card, indicating "Transaction not approved”.
- the host If the order is accepted, the host generates a 3-digit order Number unique to that location address and sends the Order Number and the Total Order Value to the messaging device 11 waiting online.
- the messaging device 11 in response thereto then hangs up automatically, the display 161 shows the 3-digit Order number beside the word ORDER and the Total order Value underneath, 3 short beeps are heard, the yellow LED 167 stops blinking and the green LED 165 starts flashing.
- the host mu ⁇ t now verify the order with the cu ⁇ tomer. If the customer record shows that a fax number is available for verification, the host immediately creates an order Verification notice covering the order. This advises the customer what will be supplied, the unit price and extended item totals, the total order value, any delivery charges, order number, the ship-to-address, the payment method and what will be billed to the customer account for the order.
- the Order Verification is faxed automatically by the ho ⁇ t and should be received within 2-3 minutes after the order was initially accepted.
- the host feeds this number to a predictive dialler which dials the number and presents the ringing telephone line and all order details on-screen to a
- the host sends a copy of the order to the NDC, where a picking list is printed. Either that day or the next, the order is picked and packed for shipping. NDC staff enter and confirm the allocation of stock to the order and this causes an Invoice and delivery docket to be printed. The delivery docket is attached to the box containing the goods and arrangements are made to ship that day. A copy of the invoice is sent electronically to the Product Vendor, as proof of the sale of the goods.
- the network will design shopping catalogues for distribution to all customers.
- the catalogues will be designed and produced to a set of specially-developed standards, with particular attention being paid to simplicity, ease of use and convenience - the same standards upon which the messaging device 11 is based.
- the catalogues will be printed and distributed under contract to registered network customers at the location address where a messaging device 11 is installed.
- catalogues can be published monthly or quarterly. All items prices remain firm until the catalogue is replaced with a new issue.
- Product Vendors offering a wide range of goods and services to the network each vendor can have a unique catalogue, produced via the network.
- Each catalogue has each product bar-coded.
- the network will desirably publish and mail a special catalogue brochure to every network customer regularly. This will allow any customer to order a new or different catalogue at any time, simply by adding the bar-code item to the order. It is unlikely that all customers will have and use every catalogue available.
- Each catalogue item will be bar-coded, using the retail- based EAN13 ⁇ ymbology. This is a 13-digit code, where the first 2 digits represent the Country Code, the next 5 digits represent the unique manufacturer Number allocated by EAN Australia Pty Ltd or similar, the next 5 digits represent the Part number and the last digit is a check digit.
- a secure, mainframe-based network host system - data link such as Telstra to host data link, Host to credit card databases data links, Ho ⁇ t to Product Vendor ⁇ Product Vendor ⁇ National Di ⁇ tribution Centre
- the company i ⁇ organised into a number of operating groups, including Finance and Administration, Sales and Marketing, Catalogue Publication, Operations, Customer Service and Information Technology.
- the company is located in its own offices.
- Customer Service staff are supported by a network of PC's, to handle inbound and outbound service calls from customers.
- This PC network is linked via host terminal emulation software, to the network host system to allow data entry, enquiry, reporting, etc.
- the company has successfully negotiated the provision of a range of services from a number of service providers, including those of telecommunications, mainframe computer processing and support, catalogue printing, catalogue distribution, Product Vendors, National Warehousing and Distribution Centre facilities and local delivery arrangements in each Capital city.
- service providers including those of telecommunications, mainframe computer processing and support, catalogue printing, catalogue distribution, Product Vendors, National Warehousing and Distribution Centre facilities and local delivery arrangements in each Capital city.
- Network Service Fees are established to allow partial recovery of the general network overheads attributable to all Product Vendors.
- All messaging devices 11 are owned by the network, providing full control.
- a messaging device 11 is supplied to a home or office customer, via a Rental Agreement.
- the Agreement sets out ownership, messaging device use and operation, access arrangements and rental Terms and Conditions, etc.
- Any person may become a registered Network Customer simply by completing and lodging an Application form with the network or any network service provider. All registered network customers receive a separate statement of Network Trading Terms and Conditions, sent via mail to their nominated address.
- the Public Service Telephone Network Providers can provide telephone call processing services under a formal Service Agreement supported by automated billing for facilities used. It is very likely that such providers would be prepared to negotiate a highly-competitive rate for each call, based on a forecast of expected traffic in any given period.
- the network telephone number programmed for the ORDER will be a dedicated telephone number series such as a Telstra "13" number. This will route all automated orders from the region via a local electronic exchange, allowing Telstra to process a very large volume of inbound orders simultaneously, without i posing potential overload conditions on any part of the electronic telephone exchange network. In turn, these calls would be routed automatically via the data link to the network host as outlined below.
- the network host is a large computer system. All ordering processing services are billed to the network via a Facilities management agreement, covering the provision of system support, system availability, diaster recovery plans, application development, modification and performance assessment and all related activities at the system level which facilitate the provision of a continuous computing service of the highest quality, reliability and integrity.
- the network host system i ⁇ located in a secure facility, with access to secure communications services.
- the network host system runs several software applications which perform all functions of the network, as follows:
- the order processing application is the functional key to the network, since it is the focal point for every order from every customer. Given that all orders are processed in real time, the application must perform online transaction processing.
- OLTP methodologies are used to ensure continuous application and system availability, database management and storage, system backup, disaster recovery plans, reporting, etc.
- An inventory application is on the network host, to manage and account for the physical stock held on consignment in the National Distribution Centre and to allocate and distribute stock automatically against incoming automated orders from network customers.
- the application contains an accurate database which identifies all bar-coded products and services provided by the network.
- the inventory items are also prices, consistent with current catalogue.
- Some Product Vendors by virtue of their product and existing distribution methods and systems, require that all automated orders from network customers for their products be forwarded immediately and electronically to a centralised system for further processing and customer response.
- Each vendor relationship is managed by an account Manager, dedicated to ensuring that the relationship delivers the features and benefits provided via the Service Agreement. Achievement and over-achievement goals and rewards can be a feature of these relationships, providing additional commercial incentives for the vendor to service the market and share the rewards that follow strong service.
- Dedicated software will be required at each of the vendors and/or television stations to process the necessary instructions received from the messaging devices 11.
- dedicated hardware may be required particularly in the case of a television station.
- a standard PC may be utilised with a suitable modem connection.
- FIG. 10 there is shown a block circuit diagram of a device 11 for use in the embodiment of Figures 7 through 9 herein.
- the gyrator is provided to permit current to be drawn from the PSTN line without affecting the AC impedeuice of the load and is a requirement for connection devices to PSTN lines.
- FIG. 13 shows a further embodiment in schematic block form incorporating aspects of the embodiments shown in Figures 1, 2 and 3 where there is an indication transfer means shown identified by SHOPPING NETWORK.
- the shopping network is, in turn, connected with vendors numbered 1 through X which may provide goods or services.
- the vendors 1 through X can provide their goods or services via a network distribution centre which is interconnected with the shopping network.
- the network distribution centre can receive data from the shopping network concerning customers and good ⁇ or services requested and arrange for dispatch of those good ⁇ or services to the customers 1 through X.
- the shopping network is also connected with a department store ordering hub which provides for local store direct fulfilment of either pick-up or delivery of goods.
- the shopping network is also connected with a fast food company ordering hub which, in turn, connects with local store direct fulfilment which may, in turn, provide pick-up and/or delivery. This may be a company such as McDonalds or the like which has a number of local stores.
- the shopping network also connects with a supermarket chain ordering hub which, in turn, connects with local store direct fulfilments which provide either pick-up or delivery. This may be a supermarket chain such as Safeway.
- the customers 1 through X are each provided with a messaging device 11 of the type shown in Figure 7 herein.
- Each messaging device 11 is able to connect with the shopping network via a public service telephone network PSTN.
- PSTN public service telephone network
- a customer can connect with the shopping network via a public service telephone network and relay information to particular vendors 1 through X or to vendors such as the department store, fast food company, supermarket chain or similar vendors.
- vendors 1 through X or to vendors such as the department store, fast food company, supermarket chain or similar vendors.
- the shopping network can make a direct call to a credit card verification and fulfilment department via a dedicated link or via a telephone network link.
- Goods and/or services can be ordered therefore in the same way as previously proposed.
- This embodiment essentially has a ⁇ hopping network which acts as a provider of information to particular vendors of varying good ⁇ and/or service categories.
Abstract
Description
Claims
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JP8523832A JPH11500275A (en) | 1995-02-10 | 1996-02-09 | Interactive broadcasting system |
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