Method and system for ordering services

Abstract

In a method of ordering services, like booking hotel rooms, the ordering is performed via a user terminal connected to a central data processing device. A service request is specified and information of a service is retrieved from a data base in the central data processing device. When a given service offer is selected, a connection is automatically established between the user terminal and service location terminal via the central data processing device, whereupon the desired service can be ordered and the order confirmed. Further orders can be placed before the connection is broken. When an order has been made, the data base is automatically updated from the service location. A system is also specified for implementing the method. In a telemarketing system, a suitable user terminal may be a touch-tone telephone. The user terminal may also be a dedicated terminal with software for specifying the order.

1 . A method for ordering services, especially for booking hotel rooms and travel at home and abroad together with medical services, wherein the ordering is performed via a user terminal connected to at least one central data processing device, wherein the central data processing device comprises a data storage device and is also connected to a service location terminal,  
       characterized in that the method comprises steps for 
 a) calling up the central data processing device from the user terminal,  
 b) specifying a service request to the central data processing device,  
 c) retrieving information on the service offer from a data base in the central data processing device,  
 d) selecting a service offer on the basis of the retrieved information from the data base,  
 e) having the choice of a service offer effect automatic establishment of a connection between the user terminal and the service location terminal via the central data processing device,  
 f) ordering the desired service from the service location terminal,  
 g) transferring an order confirmation from the service location terminal to the user terminal,  
 whereupon the established connection between the user terminal and the service location terminal is disconnected and the user terminal returns to the central data processing device in order either to specify a further service request or to terminate the call, the order being recorded in real time by a local data processing system at the service location and effecting a real time update of a data base in the local data processing system, whereupon service information in the data base in the central data processing device is automatically and immediately updated from the local data processing system on the basis of those transactions undertaken between user terminal and service location terminal in connection with steps a)-g).  
 
     
     
         2 . A method according to  claim 1 ,  
       characterized in that associated with the method there is an interpretation function, whereby at each of the steps a)-e) and f),g), the user terminal selects a desired language for the subsequent communication between the user terminal and the central data processing device, or between the user terminal and the service location terminal, independent of the language or languages which are used or can be used at the service location, and that in association with step e) or subsequent steps a desired language is selected from the service location terminal for the communication between the service location terminal and the user terminal independent of the language selected from the user terminal, those languages which are used or can be used at the service location in every case being displayed on the user terminal  
     
     
         3 . A method according to  claim 1  or  2 ,  
       characterized in that the specification of the service request in step b) takes place in a dialogue with tie central data base device, the service request being specified, amongst other things, on the basis of one or more parameters for time, place, price and quality respectively  
     
     
         4 . A method according to  claim 1  or  2 ,  
       characterized in that the information on the service offer in step c) is retrieved from the user terminal by interactive searching in the data base in the central data processing device.  
     
     
         5 . A method according to one of the preceding claims,  
       characterized in that a dedicated terminal with keyboard and audiovisual output devices in the form of a display and a loudspeaker is used as a user terminal, the user terminal comprising an internal memory for storing a user programme which is used for specifying the service request.  
     
     
         6 . A method according to  claim 5 ,  
       characterized in that information for specification of the service request and information on the service offer are displayed at least partially as codes, menus or as graphic information on the display in the dedicated user terminal.  
     
     
         7 . A method according to  claim 6 ,  
       characterized in that the specification of the service request, the retrieval of information on the service offer and the choice of service offer are carried out by means of a cursor controlled by arrow keys provided on the keyboard in order to select a code and/or a symbol in the graphic information and/or from a menu.  
     
     
         8 . A method according to  claim 1  or  2 ,  
       characterized in that the central data processing device is linked to a service procurement system in the form of a telemarketing system, communication between the user terminal and the telemarketing system being effected by means of voice frequency signals.  
     
     
         9 . A method according to  claim 8 ,  
       characterized in that a touch-tone telephone is used as user terminal.  
     
     
         10 . A method according to claim,  8 ,  
       characterized in that a dedicated terminal is used as user terminal as indicated in one of the claims  5 - 7 , communication between the dedicated terminal and the telephone marketing system being effected at least partially by means of voice frequency signals  
     
     
         11 . A system for ordering services, especially for booking hotel rooms and travel at home and abroad together with medical services, wherein the ordering is performed via a user terminal connected to at least one central data processing device, wherein the central data processing device comprises a data storage device and is also connected to a service location terminal, characterized in that the user terminal is connected to the data processing device via a first, generally accessible telecommunication network, that the central data processing device is connected to the service location terminal via said first telecommunication network or a second telecommunication network, the service location terminal being connected to a data processing device at the service location, that the central data processing device comprises a linking device, the linking device providing a connection between the user terminal and the central data processing device, between the central data processing device and ,he service location terminal or between the user terminal and the service location terminal via the said telecommunication network(s), that the central data processing device contains a data base which can be called up from both the user terminal and the service location terminal for recording booking information and service information respectively and arranged to provide booking information to the service location terminal and service information to the user terminal, as well as to be continuously updated when an order is recorded, an order is confirmed and when permanent or volatile service information are continuously entered, and that the user terminal is arranged to be directly connected with the service location terminal via the linking device.  
     
     
         12 . A system according to  claim 11 ,  
       characterized in that the system forms part of a service procurement system in the first, generally accessible telecommunication network, the central data processing device being linked to the service procurement system.  
     
     
         13 . A system according to  claim 12 , characterized in that the first telecommunication network is a public telephone network.  
     
     
         14 . A system according to  claim 13 ,  
       characterized in that the service procurement system is a telemarketing system  
     
     
         15 . A system according to  claim 14 ,  
       characterized in that the communication from the telemarketing system to the user terminal is effected via a voice network interface linked to the linking device in the central data processing system.  
     
     
         16 . A system according to  claim 15 ,  
       characterized in that the user terminal s a touch-tone telephone.  
     
     
         17 . A system according to one of the claims  11 - 15 ,  
       characterized in that the user terminal is a dedicated terminal.  
     
     
         18 . A system according to  claim 17 ,  
       characterized in that the dedicated terminal is a portable terminal, the portable terminal comprising an interface for connection to the first telecommunication network, a display, a keyboard with arrow keys for moving a cursor on the display and a data processor connected to the interface and arranged for control of the display.  
     
     
         19 . A system according to  claim 18 ,  
       characterized in that the dedicated terminal also comprises an analog voice signal generator connected to the interface for transmitting analog voice frequency signals via the public telephone network, together with a loudspeaker for reproduction of speech.  
     
     
         20 . A system according to  claim 18  or  19 ,  
       characterized in that the dedicated terminal comprises a non-volatile internal memory connected to the data processor and arranged for storage of alphanumeric and graphic information for viewing on the display, together with a user programme which can be used in communication with a user of the terminal for specification of service request via the terminal's keyboard and display.  
     
     
         21 . A system according to  claim 20 ,  
       characterized in that the graphic information is partially composed of map information  
     
     
         22 . A system according to  claim 11 ,  
       characterized in that the data processing device at the service location forms part of a local data processing system.  
     
     
         23 . A system according to  claim 22 .  
       characterized in that the local data processing system is connected via a modem with the central data processing device via the second telecommunication network, the second telecommunication network being a data network, e.g. based on the protocol X.25.  
     
     
         24 . A system according to  claim 23 ,  
       characterized in that the local data processing system constitutes a data base server for the data base in the central data processing device  
     
     
         25 . A system according to  claim 24 ,  
       characterized in that the local data processing system is arranged to receive and process booking information, as well as to provide a booking confirmation and service information, information being received and provided via 'he service location terminal from and to the user terminal and the central data processing device  
     
     
         26 . A system according to  claim 25 ,  
       characterized in that the local data processing system comprises a local data base which is continuously updated in connection with transactions in the local data processing system.