GB2380096A

GB2380096A - Computer implemented enquiry system and method using the sms text system where responses can be sent to an e-mail address

Info

Publication number: GB2380096A
Application number: GB0119485A
Authority: GB
Inventors: William Robert Charlwood
Original assignee: IPID COM Ltd; RSVPI Ltd
Current assignee: IPID COM Ltd; RSVPI Ltd
Priority date: 2001-08-09
Filing date: 2001-08-09
Publication date: 2003-03-26
Anticipated expiration: 2021-08-09
Also published as: GB2380096B; GB0119485D0

Abstract

An enquiry system enables users or consumers to obtain information about products and services by sending a coded message using a telephone text system (e.g., the SMS text system) to a telephone number that is linked to a computer system. The computer system can automatically identify the message sender by reference to the sender's telephone number details transmitted along with the message content. The computer system can look up his address (e.g., an email address) in a database and forward the required information to the user by email. The information to be sent can be specified by a coded content of the message, where the code could, for example, consist of a product or service name.

Description

COMPUTER-BASED ENQUIRY SYSTEM Background to the Invention The present invention relates to a computer-based enquiry system and method.

In the modem world, more and more demands are being made by the public for information about all forms of products, services and other matters. Providing information effectively to users can be very difficult. Telephone-based systems are available where a user can telephone an enquiry number for information. However, given the number of such telephone requests that are made, a user can often be kept waiting for a long time before he or she is able to get through to an operator or telephone centre operative who can answer a query. It is also common to send e-mail requests to a website for information regarding products and services. However, at a time when a user may wish to make such a query, he or she may not have access to a computer that would enable him or her to send an appropriate query message.

Accordingly, even in the present information age, there is a need for easy access to C : l ZD information.

Summary of the Invention One aspect of the invention provides a computer-implemented enquiry system comprising : a database containing user entries, each user entry linking a user telephone number to at least one user address; an interface for receiving telephone text messages; a telephone text message analyser for analysing a received telephone text message to identify a sender telephone number and query; a comparator to compare an identified sender telephone number to entries in the database to identify as a sender address a user address linked to a user telephone number that compares to the sender telephone number; and a response engine operable to cause a response to the query to be sent to the sender at the identified sender address.

The response engine can be responsive to the comparator failing to find a database entry that compares to the sender telephone number to cause a telephone text message to be sent to the sender inviting the sender to supply at least one address for entry in the database.

An update engine can be responsive to a telephone text message from the sender replying to the invitation to supply at least one address to add a new user entry to the database having the sender telephone and at least one address supplied by the sender as the user telephone number and said at least one user address, respectively.

The update engine can also be responsive to a website registration application supplying an applicant telephone number and at least one applicant address to add a new user entry to the database having the applicant telephone and said at least one applicant address as the user telephone number and said at least one user address, respectively.

The update engine can further be responsive to a change request from a user supplying

a user telephone number and/or at least one user address and details of the information to be changed to update a user entry in the database using the supplied information.

1-1) z : l The telephone text message can be an SMS message. The user address can be an email address. Where a sender e-mail address is identified, then the response engine al I I m can be operable to cause a response to the query to be sent to the sender at an email address for the sender. The sender query can comprise a code, for example a code identifying a product of service.

Another aspect of the invention provides a computer program for controlling a

computer system to provide an enquiry system, the computer program comprising computer system to prov incy computer program elements operable : to support a database containing user entries, each user entry linking a user telephone z : l number to at least one user address; to receive telephone text messages from a telephone text message interface; to analyse a received telephone text message to identify a sender telephone number and query; to compare an identified sender telephone number to entries in the database to identify as a sender address a user address linked to a user telephone number that compares to the sender telephone number ; and to cause a response to the query to be sent to the sender at the identified sender address.

A computer program product can comprise the computer program on a carrier medium such as, for example, a storage medium or a transmission medium.

A further aspect of the invention provides a computer implemented enquiry method comprising : a computer system maintaining a database containing user entries, each user entry linking a user telephone number to at least one user address; the computer system receiving telephone text messages from a telephone text message interface;

the computer system analysing a received telephone text message to identify a sender telephone number and query; the computer system comparing an identified sender telephone number to entries in the database to identify as a sender address a user address linked to a user telephone number that compares to the sender telephone number; and the computer system causing a response to the query to be sent to the sender at the identified sender address.

It can be seen therefore that an embodiment of the invention can enable users or consumers to obtain information about products and services, for example that they see advertised, by sending a coded message using the SMS text system (or another telephone text system) to a telephone number that is linked to a computer system. This computer system can identify the message sender by reference to the sender's telephone number details which are transmitted, usually automatically, along with the message content, and look up his address (e. g. , an email address) in a database and forward the required information via mail (e. g., by email). The information sent is determined by the coded content of the message. The code could simply consist of a product or service name.

Significantly the system does not require users to pre-register before it is used for the first time : in the event that a request is received from a telephone number for which there is no email address entry in the database, an SMS text message can automatically be returned to the sender asking for his email address to be submitted again via the SMS system. Alternatively, users can register via a website.

An enhancement to the basic system permits data relating to the sender's physical location to be used to control the information returned via the email system or to be used for analytical purposes. This location data may be sent automatically by the mobile network operator or by the user.

Follow up information would typically be sent by email, but the system could also be used to request follow up information to be sent by post, by SMS text, or to a mobile phone equipped to receive web pages or other data such as emails.

Brief Description of the Drawings An embodiment of the present invention will be described hereinafter, by way of example only, with reference to the accompanying drawings, in which:

Figure 1 is a schematic overview of a system in accordance with the present invention ; C > Figure 2 is a flow diagram illustrating processing of an information request; Figure 3 is a flow diagram outlining a customer registration process; and Figure 4 is a schematic representation of computer system hardware.

Description of Particular Embodiments An embodiment of the invention will be described hereinafter with reference to the accompanying drawings.

Figure 1 provides a schematic overview of a system in accordance with the present invention. There now follows a brief summary of Figure 1.

An SMS text enabled mobile phone 1 sends messages to and receives SMS messages from a mobile network 2.

The mobile network is able to receive SMS text messages from the mobile phone 1 and forward them to a SMS aggregator 3. The mobile network is also able to receive SMS text messages from the aggregator 3 and to forward them to the mobile phone 1 via the mobile network 2.

The SMS aggregator is able to receive SMS text messages sent to a phone number provided by the mobile network 2 and to forward them via a network 4 such as the Internet to a server system 5. The SMS aggregator is also able to receive SMS text messages from a server system 5 sent via the network and to forward them to a mobile network 2 for transmission to a mobile phone 1.

The internet or other network, 4 enables the transmission of data between the SMS aggregator 3 and the server system 5. The Internet, or other network, 4 links clients with hosts and is able to transmit email messages from an email server 7 to a consumer terminal device such as a personal computer 8.

The computer server system 5 is able to run under software control and receive SMS text messages from the SMS aggregator 3 via the network 4. The server system 5 is also able to send data to and retrieve data from the database 6 and to use such Data for further processing. The server system 5 is also able to compile email messages and

forward them to an Email Server 7 for dispatch via the network 4 to a Consumer email access terminal such as the personal computer 8.

A database 6 containing data links mobile phone numbers to email addresses, and links coded information sent from mobile phones 1 as SMS text messages via intervening systems to a server system 5 to follow up information.

An Email Server 7 is able to dispatch and receive emails via the network 4 and running under software control.

A consumer terminal device 8 such as a personal computer, provided for receiving email messages, is connected to the Internet or some other network 4.

A website 9 provides access to the server system 5 and to data stored in the Database 6 typically via a network 4.

There now follows a more detailed description of some of the elements of the present system.

The SMS enabled mobile phone 1 The mobile phone 1 is able to send text messages using the SMS system (although another text message protocol could also be used). Typically these messages are composed using the numeric keypads of phones with each key depression cycling round a small range of possible characters under software control. Once composed, these messages can then be sent to any telephone number, supported by technology able to receive them.

The SMS enabled mobile phone network 2 The SMS enabled mobile phone network 2 is able to receive SMS messages from mobile phones or computer systems and forward them to other mobile phones or computer systems.

The dedicated telephone number

A dedicated telephone number is used to access the enquiry system. Typically this would be a"short dial"number, allocated by a mobile network operator and compatible with the SMS text system. Requests for follow up information about the range of products and services supported by the enquiry system would all be sent to this number. In practice, it may be necessary to use one dedicated"short dial"number per mobile phone network because of a lack of inter-network standardisation relating to "short dial" numbers.

A coded SMS message The message sent to the System consists of potentially three components. A code, the phone number of the sender, and location data. The code is typically a short alphanumeric string such as a product name. It is allocated by the coding system described below. The phone number is usually passed automatically by the mobile operator together with the message content. Location data is not always available but may be included either by the user or automatically by the mobile operator. Such data is often derived from the known geographic location of the network cell that the user is in or is connected to. Signal strength and triangulation techniques may also be used to locate the user more precisely or in special applications requiring additional apparatus, Global positioning system data may be transmitted to pin-point the user precisely.

The SMS processing system (aggregator) 3 An aggregator 3 integrates with mobile phone networks and can receive SMS text messages and relay the contents of such messages to other computer systems. It is also able to transmit to mobile phones SMS text messages on the instructions of signals received from other computer systems.

A network 4 links the SMS processing system to a server system 5

This network links the SMS processing system to the enquiry server system. Typically the in. pically the Internet would be the network used although a dedicated link could be used as an alternative. It would allow data to be transmitted between the SMS processing system and the enquiry server system and vice versa.

The enquiry server system 5

The enquiry server system 5 receives requests from the SMS processing system via a network and processes it under the control of the server system software. The server supports the database 6 as well as operating system software and communications software.

The enquiry server system software includes coding system software and web server software that hosts the Website.

The website The website can be hosted by the server system 5 or another computer system. The website is used to provide access to the database for production and maintenance operations. The site is divided into three main sections which may be accessed under a single domain name, or via domain names established for particular sections of the site.

Section I-the consumer website This provides consumers with access, via suitable controls, to their own personal records within the System and enables them to make updates. For example, to change the email address to which they want follow up information to be sent, or to record a change of mobile phone number or to add further personal details to the Database such as address information.

Section 2 - the marketer website This allows marketers and others seeking to make use of the system to request a code for use in a particular advertisement, promotion etc. and to book its use online. Also to view usage statistics about codes that they are using, or have used. Also to enter details of follow up messages to be sent in response to received queries such as URLs, and header and footer information. Suitable access controls apply.

Section 3 - the operator website This enables system operators to control the operation of the system from remote locations via the internet or other network linked to the server. Suitable access controls apply.

Typical operations would be database maintenance and backup, making changes to the detailed appearance and contents of the consumer and marketer websites and obtaining MIS data.

The Coding Svstem This coding system allocates codes, which in principle may consist of any data stream but in practice are limited to the character sets supported by mobile phones and the mobile network operators. These codes are sent by users to identify which product or service they want further information about. Typically, the codes would be the same as the product or service so for example, an advertisement for a Ford Focus may used the code'FORD FOCUS".

Part of the coding system's function would be to ensure that no duplication between codes existed.

The Database 6 The Database stores the following main records * Consumer data-relating to each user registered with the system and linking their mobile phone number to email addresses. Also other personal data such as address, and other commercially useful information.

* Pending Consumer data-relating to queries received from mobile phone numbers not registered with the system and any data transmitted alongside such queries such as code data, location data etc. New records of this type trigger the system software to return to the enquirer an SMS text message requesting email address data. When such data is received, the new data and the stored data are transferred to the consumer data file. Alternatively a single file is used for both pending consumer data and consumer data with a flag being set to indicate the status of each record.

* Usage data-linking each consumer to the codes he submits to the system.

* Code Data-linking codes allocated by the coding system to the location of follow up information or to the follow up information itself. Also data determining

whether follow up information is to be despatched by email, by SMS or by other means such as post.

* Follow up Data-information to be sent in response to enquiries such as text and images and URLs.

. Customer information data-that would be found in a typical commercial database including contact and billing information.

'Logging Data-information about the number of enquiries made to the system including Code, accessing phone number, location of the sender (if available), email address, status of transaction, time and date data. Also audit trail data relating to changes made to records in other files * Accounting Data-standard commercial data such as the number of transactions processed by the system for specific Codes and specific Customers.

* Alternative Follow up Data-stores details of requests for information that are not to be despatched via email. Used to compile lists of requests for information that, for example, are to be fulfilled by post.

A logging system The logging system operates on the enquiry server system 5 and makes an entry into the database for processed transactions. Such data is then processed for billing purposes, and processed by the Data Analysis system to provide commercially useful information such as frequency of use of specific codes.

A data analysis system The data analysis system also operates on the enquiry server system 5 and processes

logging and consumer data and provides analytical information about system usage and t) O consumer profiling. Such analyses could include reports on usage by code, usage by location, usage by consumer, usage by customer, usage by time/date. These reports may be delivered online.

An email server system 7 The email server system 7 compiles and transmits email messages over the internet in response to enquiries received by the System. The contents of these messages are controlled by the enquiry system software and the data stored in the database.

System software that controls the operation of the System Core functions a. Incoming information request Receive incoming data and parse into phone number, message content, location data and time/date data as available.

Determine if message is from registered user.

Determine if Code is recognised.

Make entry into Log file.

Determine if an email address is included in the message by scanning for the'@" symbol. b. Message from registered user consisting of a Code Check to see if a code is recognised. If it is, then identify, using appropriate records in the code data file the Follow Up data file, the contents of the follow up message.

Compile the message and pass to the Email Server for despatch.

If the code data indicates that follow up information is to be sent by means other than email, create entry in Alternative Follow up data file. If insufficient data is available to complete such a request send a request for the missing data to the user either via email

or SMS. For example, where information is to be despatched by post and the user's postal address is unknown, ask the user to supply it.

Make entry to Log file.

c. Message from unregistered user 113 6 If the body of the message consists solely of an email address, then create a new entry in the Consumer Data file consisting of the email address and the phone number. The

consumer is then registered. tD If the body of the message is a code, return via SMS a text message requesting that his email address is sent back again via SMS or via the website. In the interim store the information in the pending consumer data file awaiting the email address. As soon as the email address arrives, compile appropriate follow up message and despatch via the Email server and make appropriate log entry. Make a new entry in the consumer data file for the new user.

Make entry to Log file. d. Message from unregistered user consisting of a Code and an email address Create an entry in the consumer data file to register user and perform checks to see if Code is recognised. If so, despatch appropriate follow up information. e. Message from registered user consisting of an email address Update the consumer data file to record new email address details. f. Message from registered user consisting of an email address and a Code Update the consumer data file to record new email address and process a code

appropriately. g. Request for Code Check for appropriate credit status of requesting customer and if okay, then check for uniqueness of requested code and if available allocate. h. Maintain Consumer Data file Receive instructions via Website to update data stored in the consumer data file subject to standard access controls.

The software will also provide additional functionality enabling data in the database to be processed for analytical, commercial and maintenance purposes.

Figure 2 is a flow diagram giving an overview of the processing of an information request.

In step Sl, a consumer sends a coded SMS message from his or her mobile phone 1 via the mobile network 2 using a standard short dial number. In step S2, the mobile network forwards the message to an SMS aggregator 3 with the originating phone number.

In step S3, the SMS aggregator 3 passes the message to the enquiry server system 5 via a network 4 such as the internet.

In step S4, the server software determines email addresses and contents for a follow up message based on database records, and compiles a response message.

In step S5, an email server 7 dispatches a message to the consumer's email address.

In step S6, the query server system makes a log entry recording the service provided.

Figure 3 is a flow diagram giving an outline of a consumer registration process based on a SMS text.

In step S 11, the consumer sends a coded SMS message to the mobile network 2 from his or her mobile phone 1.

In step S12, the mobile network 2 forwards the message to an SMS aggregator 3.

In step S 13, the SMS aggregator passes the message to the enquiry server system 5 via tt, 9 a network 4 such as the Internet.

In step S 14, system server software on the enquiry server system 5 determines that the consumer is not registered and sends a request for an email address back to the aggregator 3.

In step S15, the aggregator 3 forwards the message to the mobile network 2.

In step S16, the mobile network 2 forwards the message to the consumer's mobile telephone 1. The consumer then replies with his or her email address.

In step S 17, the mobile network 2 forwards the email address message to the SMS aggregator 3.

In step S 18, the aggregator 3 passes the message to the enquiry system server 5 via the network 4.

In step S 19, system server software on the enquiry server system 5 matches the incoming phone number to an email address and stores the information in the database, whereby the consumer is now registered.

It should be noted that the mobile telephone 1, the mobile network 2 and the SMS aggregator 3 can be implemented using conventional pre-existing equipment. Also, the network 4 can be the conventional Internet, or another pre-existing network. The personal computer 8 can be a conventional computer system 10, for example as represented in the simplified representation of a computer system 10 in Figure 4. As shown in the simplified representation of a computer system in Figure 4, a processor 11, memory 12, storage 13, user input devices 14, a display 15 and a network interface 16 to the network 4 are all interconnected by a bus system 17. Similarly, the hardware for the query server system 5 and the email server system 7 can comprise conventional computer hardware such as is represented in the simplified representation of a computer system 10 in Figure 4. The database 6 can be implemented using the storage 13 within the computer server system 5, or in a separate database mechanism.

Software for implementing the software components described above can be provided on a carrier medium. The carrier medium could be a storage medium such as solid state memory, an optical, magneto-optical or magnetic disc or tape, or indeed any other storage medium. It could also be carried by a telecommunications medium such as the telephone line, an optical, electrical or electromagnetic transmission medium, or indeed any transmission medium.

There has been described an enquiry system that enables users or consumers to obtain information about products and services by sending a coded message using a telephone text system (e. g. , the SMS text system) to a telephone number that is linked to a computer system. The computer system can automatically identify the message sender by reference to the sender's telephone number details transmitted along with the message content. The computer system can look up his address (e. g., an email address) in a database and forward the required information to the user by email. The information to be sent can be specified by a coded content of the message, where the code could, for example, consist of a product or service name.

It will be appreciated that the above description is provided as an example only, of a possible implementation of the present invention, and it will be appreciated that many

modifications, additions, substitutions or deletions can be made to the described embodiments within the scope of the claimed invention.

Claims

CLAIMS 1. A computer-implemented enquiry system comprising: - a database containing user entries, each user entry linking a user telephone number to at least one user address; an interface for receiving telephone text messages; - a telephone text message analyser for analysing a received telephone text message to identify a sender telephone number and query; - a comparator to compare an identified sender telephone number to entries in the database to identify as a sender address a user address linked to a user telephone number that compares to the sender telephone number : and - a response engine operable to cause a response to the query to be sent to the sender at the identified sender address.
2. The system of claim 1, wherein the response engine is responsive to the comparator failing to find a database entry that compares to the sender telephone number to cause a telephone text message to be sent to the sender inviting the sender to supply at least one address for entry in the database.
3. The system of claim 2, comprising an update engine responsive to a telephone text message from the sender replying to the invitation to supply at least one address to add a new user entry to the database having the sender telephone and at least one address supplied by the sender as the user telephone number and said at least one user address, respectively.
4. The system of claim 3, wherein the update engine is responsive to a website registration application supplying an applicant telephone number and at least one applicant address to add a new user entry to the database having the applicant telephone and said at least one applicant address as the user telephone number and said at least one user address, respectively.
5. The system of claim 3 or claim 4, wherein the update engine is responsive to a

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change request from a user supplying a user telephone number and/or at least one user address and details of the information to be changed to update a user entry in the database using the supplied information.
6. The system of any preceding claim, wherein the telephone text message is an SMS message.
7. The system of any preceding claim, wherein at least one said address is an e- mail address.
8. The system of claim 7, wherein the response engine is operable to cause a response to the query to be sent to the sender at an email address for the sender.
9. The system of any preceding claim, wherein the sender query comprises a code.
10. The system of any preceding claim, wherein the sender query identifies a product or service.
11. A computer program for controlling a computer system to provide an enquiry system, the computer program comprising computer program elements operable: to support a database containing user entries, each user entry linking a user telephone number to at least one user address ; to receive telephone text messages from a telephone text message interface ; to analyse a received telephone text message to identify a sender telephone number and query; - to compare an identified sender telephone number to entries in the database to identify as a sender address a user address linked to a user telephone number that compares to the sender telephone number; and - to cause a response to the query to be sent to the sender at the identified sender address.

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12. The computer program of claim 11, wherein the computer program elements are further operable to respond to a failure to find a database entry that compares to the sender telephone number to cause a telephone text message to be sent to the sender inviting the sender to supply at least one address for entry in the database.
13. The computer program of claim 12, wherein the computer program elements 0 ZD are further operable to respond to a telephone text message from the sender replying to the invitation to supply at least one address to add a new user entry to the database having the sender telephone and at least one address supplied by the sender as the user telephone number and said at least one user address, respectively.
14. The computer program of any of claims 11 to 13, wherein the computer program elements are further operable to respond to a website registration application supplying an applicant telephone number and at least one applicant address to add a new user entry to the database having the applicant telephone and said at least one applicant address as the user telephone number and said at least one user address, respectively.
15. The computer program of any of claims 11 to 14, wherein the computer program elements are further operable to respond to a change request from a user supplying a user telephone number and/or at least one user address and details of the information to be changed to update a user entry in the database using the supplied information.
16. The computer program of any of claims 11 to 15, wherein the telephone text message is an SMS message.
17. The computer program of any of claims 11 to 16, wherein at least one said address is an e-mail address.

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18. The computer program of claim 7, wherein the computer program elements are further operable to cause a response to the query to be sent to the sender at an email address for the sender.
19. The computer program of any of claims 11 to 18, wherein the sender query comprises a code.
20. The computer program of any of claims 11 to 19, wherein the sender query identifies a product of service.
21. The computer program of any of claims 11 to 20 on a carrier medium. z : l
22. The computer program of claim 21, wherein the carrier medium is a storage medium.
23. The computer program of claim 21, wherein the carrier medium is a transmission medium.
24. A computer implemented enquiry method comprising: - a computer system maintaining a database containing user entries, each user entry linking a user telephone number to at least one user address; - the computer system receiving telephone text messages from a telephone text message interface; - the computer system analysing a received telephone text message to identify a sender telephone number and query; - the computer system comparing an identified sender telephone number to entries in the database to identify as a sender address a user address linked to a user telephone number that compares to the sender telephone number; and - the computer system cause a response to the query to be sent to the sender at the identified sender address.

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25. The method of claim 24, further comprising responding to a failure to find a database entry that compares to the sender telephone number to cause a telephone text message to be sent to the sender inviting the sender to supply at least one address for entry in the database.
26. The method of claim 25, further comprising responding to a telephone text message from the sender replying to the invitation to supply at least one address to add a new user entry to the database having the sender telephone and at least one address supplied by the sender as the user telephone number and said at least one user address, respectively.
27. The method of any of claims 24 to 26, further comprising responding to a t, t : l website registration application supplying an applicant telephone number and at least one applicant address to add a new user entry to the database having the applicant telephone and said at least one applicant address as the user telephone number and said at least one user address, respectively.
28. The method of any of claims 24 to 27, wherein the computer program elements are further operable to respond to a change request from a user supplying a user telephone number and/or at least one user address and details of the information to be changed to update a user entry in the database using the supplied information.
29. The method of any of claims 24 to 28, wherein the telephone text message is an SMS message.
30. The method of any of claims 24 to 29, wherein at least one said address is an e- mail address.
31. The method of claim 30, further comprising causing a response to the query to be sent to the sender at an email address for the sender.

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32. The method of any of claims 24 to 31, wherein the sender query comprises a code.
33. The method of any of claims 24 to 32, wherein the sender query identifies a product of service.
34. A computer-implemented enquiry system substantially as hereinbefore described with reference to the accompanying drawings.
35. A computer program substantially as hereinbefore described with reference to the accompanying drawings.
36. A computer-implemented enquiry method substantially as hereinbefore described with reference to the accompanying drawings.