WO2014081584A1

WO2014081584A1 - System and method for managing customer interaction with an establishment

Info

Publication number: WO2014081584A1
Application number: PCT/US2013/069189
Authority: WO
Inventors: Jason A. GARABEDIAN; Christopher D. RAMONETTI
Original assignee: GFYL SYSTEMS Inc
Current assignee: GFYL SYSTEMS Inc
Priority date: 2012-11-21
Filing date: 2013-11-08
Publication date: 2014-05-30
Anticipated expiration: 2015-05-21

Abstract

Methods and systems for managing customer interaction with an establishment using a cloud computing infrastructure such as a menu and ordering platform can be delivered to a mobile customer device based on proximity/location detection. Location information can be received from a variety of sources and some sources of location information are more accurate than others. Location information exhibiting a high level of precision and accuracy can replace some analog services provided by organizations. Examples can include menu ordering platforms delivered to a patron's mobile customer device at a table in eateries or food establishments. In addition, retailers can permit checkout lines to exist at a point of product observation. These interfaces can also be customizable by users and developed with the habits and behaviors associated with a specific user, group or demographic.

Description

PATENT APPLICATION

FOR

SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTION

WITH AN ESTABLISHMENT BY

JASON A. GARABEDIAN

CHRISTOPHER D. RAMONETTI

RELATED APPLICATIONS

This application claims priority to, and the benefit of, co-pending United States Provisional Application No. 61/729,261, filed November 21 , 2012, for all subject matter common to both applications. The disclosure of said provisional application is hereby incorporated by reference in its entirety.

BACKGROUND

The use of mobile customer devices to present, browse, and order goods and services can accommodate many different consumer service industries such as clothing, electronics, and food & beverages. There are conventional mobile & web technologies that offer consumers systems for ordering food & beverages for takeout and delivery. Other conventional solutions exist for serving dine-in or consumption of food & beverages within an establishment such as a restaurant, bar, arena, stadium, or similar venue. These conventional solutions involve each establishment providing basic hardware, software, and other interfaces and/or processes to browse menus, place orders, and conclude ordering session with a bill request or payment method, where consumers or users order such goods & services for fulfillment at a location within the establishment. However, these conventional solutions and technologies are limited in their capabilities with respect to mobile customer devices. SUMMARY

The present invention leverages the use of mobile customer devices by the patrons of establishments, as well as the management and servers, to perform activities in response to mobile customer devices. A cloud computing infrastructure is leveraged by the mobile customer devices to request, process, and store any and all information related to the menu browsing, order placement, and bill payment processes. The cloud computing infrastructure allows the mobile customer devices involved within these processes to function using any available internet connection for example such as a cellular network or a Wi-Fi® network, thus eliminating the need for the establishment to host, maintain, and service the menu & ordering services processes and provide the necessary hardware.

Methods and systems for managing customer interaction with an establishment using a cloud computing infrastructure supporting a menu of goods and/or services, ordering and delivery thereof, and transaction/payment processing. One method in accordance with the present invention can provide a cloud computing infrastructure (e.g., menu and ordering platform) that can include receiving location information, processing the location information, and generating a menu to display based on the processed location information. A mobile customer device can receive location information from a Quick Response (QR) code configured to represent a location associated with a merchant, vendor, retailer, service provider, or the like. Location information can be processed, locally or remotely, to generate a menu to display based on the processed location information. In one embodiment, the location information, represented as a QR code, can identify a seat in a restaurant. The location information can be processed remotely, through a service based architecture, thereby generating a customizable menu display and ordering interface, which can be rendered on a mobile customer device of a user or mobile customer devices of a group of users. In accordance with an embodiment of the present invention, a method for managing customer interaction with an establishment uses a cloud computing infrastructure. The cloud computing infrastructure can receive a request from a mobile customer device for a menu of menu items offered by the establishment. The cloud computing infrastructure can provide the menu of menu items to the mobile customer device. The cloud computing infrastructure can receive an order of one or more selections of menu items from the mobile customer device. The cloud computing infrastructure can communicate the order of one or more selections of menu items to the establishment with instructions for the establishment to fulfill the order by delivering the one or more selections of menu items to a location within the establishment. The request from the mobile customer device for the menu of menu items offered by the establishment can include a request that the menu of menu items be provided to the mobile customer device, an establishment identifier identifying the establishment to the cloud computing infrastructure, and a location identifier identifying the location within the establishment where the order should be delivered. The cloud computing infrastructure can determine which menu of menu items to provide to the mobile customer device based on the request that the menu of menu items be provided, the establishment identifier, and the location identifier. In accordance with aspects of the present invention, the cloud computing infrastructure can generate a bill for services after fulfilling the order based on the one or more selections of menu items. The cloud computing infrastructure can receive a request from the mobile customer device for the bill for services. The cloud computing infrastructure can interoperate with a third party payment service for processing a payment of the bill for services. The cloud computing

infrastructure can receive a confirmation of payment and forwards the confirmation of payment to the mobile customer device.

In accordance with aspects of the present invention, the menu items can include food, beverages, goods, or combinations thereof. In accordance with aspects of the present invention, the establishment can include a restaurant, bar, stadium, gallery, arena, product provider, service provider, or combinations thereof. In accordance with aspects of the present invention, the step of providing the menu of menu items can include the cloud computing infrastructure causing a display of the menu of menu items to be displayed on the mobile customer device.

In accordance with aspects of the present invention, the step of the cloud computing infrastructure receiving the order of one or more selections of menu items from the mobile customer device can initiate an ordering session. The cloud computing infrastructure can receive one or more orders of one or more selections of menu items from a plurality of mobile customer devices on the ordering session. In accordance with aspects of the present invention, the step of the cloud computing infrastructure receiving the order of one or more selections of menu items from the mobile customer device can initiate an ordering session. The ordering session can occur for duration of time extending from receipt of a first order until generation of a bill for services.

In accordance with aspects of the present invention, the cloud computing infrastructure can communicate a recommended order of one or more menu items to the mobile customer device based on the cloud computing infrastructure receiving the request from the mobile customer device for the menu of menu items offered by the establishment or the cloud computing infrastructure receiving the order of one or more selections of menu items from the mobile customer device.

In accordance with an embodiment of the present invention, a method for managing customer interaction with an establishment using a cloud computing infrastructure can include a mobile customer device receiving a proximity indication. The mobile customer device can provide a request to the cloud computing infrastructure for a menu of menu items offered by the establishment. The mobile customer device can receive the menu of menu items from the cloud computing infrastructure. The mobile customer device can receive an order of one or more selections of menu items and communicating the order of one or more selections of menu items to the cloud computing infrastructu e for fulfillment by the establishment. The request to the cloud computing infrastructure for the menu of menu items offered by the establishment can include a request that the menu of menu items be provided to the mobile customer device, an establishment identifier identifying the establishment to the cloud computing infrastructure, and a location identifier identifying the location within the establishment where the order should be delivered. The cloud computing infrastructure can determine which menu of menu items to provide to the mobile customer device based on the request that the menu of menu items be provided, the establishment identifier, and the location identifier. In accordance with aspects of the present invention, the step of the mobile customer device receiving the proximity indication can include the mobile customer device scanning a Quick Response (QR) code associated with the establishment. The QR code can include a network path, the establishment identifier, and the location identifier. The mobile customer device can navigate to the uniform resource locator by the mobile customer device initiating the step of providing the request to the cloud computing infrastructure for the menu of menu items offered by the establishment.

In accordance with aspects of the present invention, the establishment identifier can be an establishment identification number correlated to a specific establishment. The location within the establishment where the order should be delivered can include a seat, a table, a counter location, or a combination thereof, disposed within the establishment. In accordance with aspects of the present invention, the step of the mobile customer device receiving the proximity indication can include the mobile customer device receiving manually inputted location information. The mobile customer device can determine the proximity indication based on receipt of a scan image. The scan image can include one or more of encoded information comprising an image, a bar code, a QR code, text, or combinations thereof.

In accordance with aspects of the present invention, the mobile customer device can determine the proximity indication based on location technology including one or more of near-field communication (NFC) location services, Bluetooth® location services, Radio-frequency Identification (RFID) location services, Global Positioning System (GPS) location services, or Wi-Fi® location services.

In accordance with aspects of the present invention, the mobile customer device can receive a recommended order of one or more menu items from the cloud computing infrastructure based on the mobile customer device providing the request to the cloud computing infrastructure for the menu of menu items or the mobile customer device communicating the order of one or more selections of menu items to the cloud computing infrastructure. In accordance with an embodiment of the present invention, a system for managing customer interaction with an establishment can include a cloud computing infrastructure configured to receive a request from a mobile customer device for a menu of menu items offered by the establishment. The cloud computing infrastructure can be configured to provide the menu of menu items to the mobile customer device. The cloud computing infrastructure can be configured to receive an order of one or more selections of menu items from the mobile customer device. The cloud computing infrastructure can be configured to communicate the order of one or more selections of menu items to the establishment with instructions for the establishment to fulfill the order by delivering the one or more selections of menu items to a location within the establishment. The request from the mobile customer device for the menu of menu items offered by the establishment can include a request that the menu of menu items be provided to the mobile customer device, an establishment identifier configured to identify the establishment to the cloud computing infrastructure, and a location identifier configured to identify the location within the establishment where the order should be delivered. The cloud computing infrastructure can be configured to determine which menu of menu items to provide to the mobile customer device based on the request that the menu of menu items be provided, the establishment identifier, and the location identifier.

In accordance with aspects of the present invention, the cloud computing infrastructure can be configured to communicate a recommended order of one or more menu items to the mobile customer device based on receipt of the request from the mobile customer device for the menu of menu items or receipt of the order of one or more selections of menu items from the mobile customer device. In accordance with an embodiment of the present invention, a system for managing customer interaction with an establishment can include a mobile customer device configured to receive a proximity indication. The mobile customer device can be configured to provide a request to a cloud computing infrastructure for a menu of menu items offered by the establishment. The mobile customer device can be configured to receive the menu of menu items from the cloud computing infrastructure. The mobile customer device can be configured to receive an order of one or more selections of menu items and communicate the order of one or more selections of menu items to the cloud computing infrastructure for fulfillment by the establishment. The request to the cloud computing infrastructure for the menu of menu items offered by the establishment can include a request that the menu of menu items be provided to the mobile customer device, an establishment identifier configured to identify the establishment to the cloud computing infrastructure, and a location identifier configured to identify the location within the establishment where the order should be delivered. The cloud computing infrastructure can be configured to determine which menu of menu items to provide to the mobile customer device based on the request that the menu of menu items be provided, the establishment identifier, and the location identifier.

In accordance with aspects of the present invention, the mobile customer device can be configured to communicate with the cloud computing infrastructure using a native software application on the mobile customer device. The mobile customer device can be configured to communicate with the cloud computing infrastructure using a website application software accessible by web browser on the mobile customer device. The mobile customer device can be configured to use the proximity indication with the location identifier to identify the location of the mobile customer device within the establishment where the order should be delivered.

In accordance with aspects of the present invention, the mobile customer device is configured to receive a recommended order of one or more menu items from the cloud computing infrastructure based on the request provided by the mobile customer device to the cloud computing infrastructure for the menu of menu items or the communication of the order of one or more selections of menu items from the mobile customer device to the cloud computing infrastructure.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing will be apparent from the following more particular description of example embodiments of the invention, as illustrated in the accompanying drawings in which like reference characters refer to the same parts throughout the different views. The drawings are not necessarily to scale, emphasis instead being placed upon illustrating embodiments of the present invention.

FIG. 1 is a block diagram illustrating a process flow of a cloud computing infrastructure and mobile customer device using proximity detection according to one embodiment of the present invention;

FIG. 2 is an example mobile customer device that can be utilized in implementation of the proximity detection process of FIG. 1; FIG. 3 is a block diagram illustrating a process flow of a cloud computing infrastructure and mobile customer device using a Quick Response (QR) code scanning according to aspects of the present invention;

FIG. 4 is an example QR code that can be scanned as part of the QR process of FIG. 3;

FIG. 5 is a flow diagram illustrating an input flow process according to one aspect of the present invention;

FIG. 6 is a flow diagram illustrating an image recognition process according to one aspect of the present invention;

FIG. 7 is a flow diagram illustrating a code recognition process according to one aspect of the present invention; and

FIG. 8 is a flow diagram illustrating a location identification process according to one aspect of the present invention.

DETAILED DESCRIPTION

An illustrative embodiment of the present invention relates to a system and method for managing customer interaction with an establishment using a cloud computing infrastructure and a mobile customer device. A mobile customer device can receive a proximity indication that can be used in identifying a particular establishment and a location within the establishment where the mobile customer device (i.e., the user) is located. The mobile customer device provides a request to a cloud computing infrastructure for a menu of menu items offered by the particular establishment. The cloud computing infrastructure receives the request and provides the menu of menu items to the mobile customer device. The mobile customer device receives the menu of menu items. A user can input an order such that the mobile customer device receives an order for one or more selections of menu items from the menu. The mobile customer device communicates this order of selections to the cloud computing infrastructure to be fulfilled by the particular establishment. The cloud computing infrastructure receives the order of selections and

communicates the order to the particular establisliment instructing the establishment to fulfill the order by delivering the selected menu items to a location within the establishment. The present invention provides a managing approach that applies cloud computing technology to customer interactions with a particular establishment such as a restaurant. This allows for a user to interact (using a mobile customer device) with the establishment exclusively via cloud computing technology except for the actual delivery of the selected menu items.

A patron can scan a Quick Response (QR) code located at a food and/or beverage service establishment (or determine location via another method) using a mobile customer device (smartphone, tablet, or PDA) to receive a goods and/or services menu ordering and delivery thereof, and transaction/payment processing managed using a cloud computing infrastructure. In one embodiment, a native mobile application and/or mobile web-based application is launched on the mobile customer device. A user can be prompted to initiate a QR Code scan either upon launch or by clicking/tapping a "scan" button (or the phone determines the location utilizing another mechanism).

The QR Code (location discovery) can contain encoded information. The encoded information can include encoded text, an encoded network path (e.g., encoded Uniform Resource Locator (URL)), encoded contact information, or other encoded data types. For example, the QR code can include three pieces of encoded information: a network path, an establishment identifier (establishment identification number correlated to a specific establishment), and a location identifier. In one example, the network path can include a U RL shortening where the format of the encoded URL is such that the identifiers (e.g., establishment identifier and location identifier) are masked using a set of characters. Thus, in the cloud computing infrastructure, the identifiers can be mapped to the same establishment information and location information but the OR code does not necessarily contain the identifiers explicitly. In one example, a QR code can have any other form of encoded information that can be used to determine location information within an establishment and request a menu accordingly. In particular, the QR code does not necessarily include an encoded network path (e.g., URL) but uses other encoded information that the mobile application and cloud computing infrastructure can utilize in determining a location of the mobile customer device (e.g., establishment identification and location identification information) and request a menu accordingly.

In accordance with one example embodiment, the network path instructs the mobile application to request a menu from the specified host operating in a cloud computing infrastructure. The establishment identifier can be a restaurant or bar identification number (to identify the physical location of the establishment). The location identifier can be a specific table, bar location, or other area of the establishment. This location identifier is used to specify where in the establishment the patron is located. Other information can be included in the QR Code as well.

One or more mobile customer devices can scan the same QR Code to establish an ordering "session" where multiple patrons can contribute to a common order (e.g., several people seated at the same table connect with ordering "session"). With the above three pieces of information, the appropriate menu (as identified by the establishment) can be delivered to the mobile customer devices. The patrons can place orders throughout the session via the mobile customer device application for the establishment to be fulfilled. The patrons can also make payments through the ordering session for their bill/tab, which may conclude their ordering session.

The mobile application can be delivered as a native application for a device platform, or through the mobile customer device's web browser (e.g., web application). A native application is developed using the platform tools and software development kit(s) such as SDK, compiled and packaged for the platform, and can be installed or provisioned using supported tools and application stores/markets for the platform. The user can launch the native mobile application using the application's icon on the mobile customer device's user interface (Ul). A mobile browser web application is a web-based application designed for mobile customer device screen resolutions and sizes. A mobile web application is rendered according to the device's screen size and orientation (portrait or landscape) and adjusts the user interface and its controls accordingly.

Proximity detection can determine the location of the mobile customer device within an establishment, which can include a table, seat, counter location, bar area, or other standing/seating area disposed within the establishment. During the proximity detection process, location information can be entered into the mobile application by the user, gathered by the mobile application, or sent to the mobile customer device and application by another mobile customer device or application. In one embodiment, the user can enter information through the mobile customer device's user interface. In one example, a mobile customer device determines proximity detection or indication based on receipt of a scan image. The application can scan an image, bar code, QR code, or text. The application running on a mobile customer device 34 can interact with proximity/location technologies such as Near-Field Communication (NFC), Bluetooth® location services, Radio-frequency Identification (RFID) location services, Global Positioning System (GPS) location services, Wi-Fi® location services, or other location detection hardware and software. In one example, proximity detection or proximity/location technologies can use Bluetooth® technology including variations thereof, such as for example Bluetooth® Low Energy (BLE) technology. BLE technology can provide a Bluetooth® beacon which is a Bluetooth®-based positioning system that can use stationary beacons (e.g., transmitters) to send radio waves and determine positioning of nearby mobile customer devices as well as interact with mobile customer devices. Those of skill in the art will appreciate that while the proximity location technologies described herein are presently the most commonly implemented technologies, other proximity location technologies that serve the necessary functions for implementation with the present invention are likewise anticipated for use with the present invention. As such, the present invention is by no means limited to the specific implementations described herein. The establishment (e.g., bar or restaurant) can represent a location where some consumer and business interaction occurs and whereby the consumer can receive something from the business. This interaction can be provided through an intermediary such as a waiter/waitress, concessioner or some other delivery person. The consumer can receive goods/services in exchange for currency, vouchers, as some type of package deal or merely presence. The establishment can be a restaurant, bar, stadium, gallery, arena, or any other location that allows some capacity of consumers and distributes some type of product/or service (e.g., product provider or service provider). Those of skill in the art will appreciate that the establishment is not limited to the representative locations described herein, but can include others not specifically listed.

A menu consists of organized information which can be requested. The menu can include media for a list of menu items that can include food, beverages, and goods to be consumed or purchased by a user or customer. The information gathered in the proximity detection process and other information related to the user, establishment, location, and time of request can be transmitted to the cloud computing infrastructure. The cloud computing infrastructure can prepare a menu in real-time or from a stored instance, according to information, images, video, and other data types stored within the cloud computing infrastructure. The menu can also be prepared according to information such as the date and time or sections in restaurant, in order to prepare a menu relevant to certain moments in time. The cloud computing infrastructure can determine the menu contents to send to the mobile application based on information gathered from the mobile customer device application and stored within the cloud computing infrastructure. The menu received by the mobile application from a step of requesting a menu can be displayed on the mobile customer device through a graphical user interface. In one embodiment, the menu contents can be displayed with a combination of text, images, and video. The menu can be rendered with user interface controls including buttons, links, list controls, radio button controls, checkboxes, and other controls that allow the user to select a menu item or part of a menu item. The menu display can be customized according the mobile customer device, cloud computing infrastructure (e.g., platform), version of the application or cloud computing infrastructure, the establishment, the user, or other information that may inform the system regarding the appropriate menu to display.

An order can be placed from the menu. The order is a selection of items from the menu that the user can purchase or receive from the establishment. The user (or group of users in a group ordering session) can select items from the menu, specify item options according to the menu controls, and modify or remove items from the order using the mobile application. The user(s) can repeat the order process throughout an ordering session. In one embodiment, the cloud computing infrastructure may serve as the order management system. Items selected from the menu can be stored within the cloud computing infrastructure and various web applications along with the mobile customer device can receive information about or alter the information within an order. In one example, the cloud computing infrastructure can be configured to communicate a recommended order of one or more menu items to the mobile customer device. In one example, the ordering session can include a recommended order that functions as an up-sell feature. For example, after a user orders a particular entree (e.g., steak), the cloud computing infrastructure can suggest via the mobile application a particular wine or other beverage to be included with the entree. Other examples, can include the mobile application suggesting specials of the day or suggesting a dessert or appetizer based on popular demand by past user orders. Those of skill in the art will appreciate that the present invention is not limited to these upsell features but can include others not specifically listed. The cloud computing infrastructure can store menu information, establishment (menu owner) information, respond to menu delivery requests from mobile applications or other applications, manage and store ordering session information, and prepare analytical information for the menu owner including menu usages, ordering trends, and information associated with a menu request, delivery, display, ordering, and delivery processes.

The cloud computing infrastructure can include cloud computing resources that can exist in one or more datacenters. Web application(s) for building a menu, customizing its content, managing order information, and preparing data analytics can be deployed within the cloud infrastructure. The native mobile applications will interact with the cloud computing infrastructure through web services. A mobile browser-based application can be delivered from the cloud computing infrastructure. The cloud computing infrastructure can include database systems or services and file storage system(s) or service(s) to store and deliver menu content or other information relevant to the processes.

FIG. 1 depicts a process flow for managing customer interaction with an establishment using a cloud computing infrastructure 20 and a native or web-based mobile application generic locator. In particular, the mobile customer device 34 is configured to communicate with a cloud computing infrastructure 20 (e.g., cloud menu platform) using a native software application on the mobile customer device 34. Alternatively, the mobile customer device 34 is configured to communicate with the cloud computing infrastructure 20 using a website application software accessible by web browser on the mobile customer device 34. This can be used with a single mobile customer device 34 device or multiple mobile customer devices 34 as shown in FIG. 2. An order session is initiated at the establishment/location. A user launches the mobile application using a mobile customer device 34 (e.g., smartphone, tablet, PDA, etc.) (step 12). The mobile application can be either native to the mobile customer device 34 platform, a web-based mobile browser application, or the like.

In one example, multiple users may wish to participate in a group ordering session, at the same proximity location. Thus, multiple session devices can be used. Each user can use their own mobile customer device 34 to contribute to the group ordering session. The ordering session can distinguish the users by mobile customer device 34, or other information stored within the mobile application (e.g.. First name, nickname, username, etc.).

Proximity detection occurs in step 14. A mobile customer device 34 receives a proximity indication. In one example, the proximity indication (i.e., proximity detection) is used with a location identifier to identify the location of the mobile customer device 34 within the establishment where an order should be delivered. In particular, the mobile application detects the user's proximity within the establishment (e.g., table, seat/spot at a bar, lounge area, etc.). Proximity detection can involve an interaction with the mobile customer device 34 and a location within an establishment (scan QR/bar code, image recognition, NFC, proximity/location technologies such as Bluetooth® or RFID, or manual entry of location by user). In one example, proximity detection can use QR codes. In one example, proximity detection can use Bluetooth® technology such as specifically Bluetooth Low Energy (BLE) technology (e.g., Bluetooth® beacon), and/or other proximity detection technologies as would be appreciated by those of skill in the art. In the multiple user example, multiple mobile customer devices 34 can interact with the same proximity detector such that they can be grouped together within the same ordering session (e.g., multiple people at the same table). Those of skill in the art will appreciate there are many different mechanisms for proximity detection of a mobile customer device, and that the present invention can make use of all such applicable technologies. In step 16, a menu is requested. The mobile customer device 34 provides a request to a cloud computing infrastructure 20 (e.g., cloud menu platform) for a menu of menu items offered by an establishment. In particular, based on proximity, the mobile application requests a menu from the cloud computing infrastructure 20. The request can include a request that the menu of menu items be provided to the mobile customer device 34, an establishment identifier identifying the establishment to the cloud computing infrastructure 20, and a location identifier identifying the location within the establishment where the order should be delivered. In one embodiment, the cloud computing infrastructure 20 can receive certain encoded information points which may be accessed by a mobile customer device 34. The information points can include three pieces of encoded information: a network path, an establishment identifier, and a location identifier. This information can assist the mobile customer device 34 in the selection of a menu the mobile application is to receive from the cloud computing infrastructure 20. In one example, navigating to the network path by the mobile customer device 34 initiates the request (step 16) to the cloud computing infrastructure 20 for the menu of menu items.

After the request in step 16, the cloud computing infrastructure 20 is accessed. Based on proximity detection in step 14, the mobile application can request a menu from the cloud computing infrastructure 20. In one embodiment, the cloud computing infrastructure 20 can receive three encoded information points from the mobile application: a network path, an establishment identifier, and a location identifier. This information can assist with the selection of a menu the mobile application is to receive from the cloud computing infrastructure 20. The cloud computing infrastructure 20 determines which menu of menu items to provide to the mobile customer device 34 based on the request that the menu be provided, the establishment identifier, and the location identifier.

The cloud computing infrastructure 20 provides a menu of menu items to a mobile customer device 34. In particular, using the information provided by the mobile application in the Request Menu step 16, the cloud computing infrastructure 20 can transmit menu data to the mobile application via web services. Menu data can include menu sections (appetizers, salads, entrees, desserts, beverages, etc.), menu items (with descriptions, images, pricing, options, etc.) and other information. Menu data can be specified by the menu owner (the establishment) through a web- based content management system (CMS). The cloud computing infrastructure 20 can be updated in real-time by the menu owner, and the cloud computing infrastructure 20 can deliver the menu data to the mobile application that requested a menu. Again, those of skill in the art will appreciate that the specific goods and/or services noted on a menu are vast and numerous, and the examples provided herein are not limiting to the present invention.

The mobile application, upon receiving menu data can render a graphical menu (i.e., display menu (step 1 8)) on the mobile customer device 34. The cloud computing infrastructure 20 causes a display of the menu of menu items to be displayed on the mobile customer device 34. In one embodiment, the user can browse the menu using touch and/or hardware controls, according to the mobile customer device platform. The mobile application can render a menu according to settings defined by the cloud computing infrastructure 20 (for menu customization by the menu owner) if available.

Order(s) can be placed (step 22). The mobile customer device 34 receives an order of selections of menu items and communicates the order to the cloud computing infrastructure 20 for fulfillment by the establishment. When the cloud computing infrastructure 20 receives the order of selections of menu items, it initiates an ordering session. The cloud computing infrastructure 20 can receive order selections of menu items from multiple mobile customer devices 34 on the same ordering session initiated. In one particular embodiment, the user selects menu items, specifies quantities, and makes other order customizations in the mobile application. The ordering session can occur for a duration of time extending from receipt of a first order until generation of a bill for services. The cloud computing infrastructure 20 communicates an order of selected menu items to the establishment with instructions for the establishment to fulfill the order by delivering the selected menu items to a location within the establishment. In particular, the establishment can receive the order information through a web application or other web services based application to fulfill the user's order.

Ordered items from multiple users within a group ordering session can be included within the same order.

In step 24, actions such as steps 16, 18, and/or 22 may be repeated. In one embodiment, the user continues to make order selections based on the menu rendered by the mobile application throughout the ordering session. If the session remains active 26, a real-time rendered menu can be presented and the user can request additional items. If the session has timed out 28, the user and/or mobile application may return to the Proximity Detection step 14. The cloud computing infrastructure 20 can determine whether to establish a new ordering session or continue using a previous ordering session. In one embodiment, the cloud computing infrastructure 20 can maintain group ordering capabilities if multiple mobile customer devices repeat steps or actions at the proximity location. Payment is made (step 30). The cloud computing infrastructure 20 generates a bill for services after fulfillment of an order based on selections of menu items. In particular, the cloud computing infrastructure 20 receives a request from a mobile customer device 34 for the bill for services. The cloud computing infrastructure 20 can interoperate with a third party payment service for processing a payment of the bill for services. The cloud computing infrastructure receives confirmation of payment and forwards the confirmation of payment to the mobile customer device. In one embodiment, the user and the establishment can conclude the ordering session upon order payment. Payment can be performed at the establishment (cash, credit card, tab/account, etc.) or through the mobile application and the cloud computing infrastructure 20 or a different payment processing service/application as appreciated by one of skill in the art, according to one configuration. The establishment can verify payment and terminate an ordering session, if not done so automatically by the cloud computing infrastructure 20. For group ordering session, one user may be able to make payment for the entire order or a given member of the group can pay for one or more items within a group ordering session. In step 32, the ordering session has ended.

FIG. 2 depicts an example user mobile customer device 34 that can run the menu/ordering platform process as described above with respect to FIG. 1. In this example, the user mobile customer device 34 is a smartphone.

FIG. 3 illustrates a mobile application (native or web-based) with a QR Code Locator step 36 replacing the proximity detection step of FIG. 1. This mobile application can be used with a single mobile customer device 34 or multiple mobile customer devices 34. An ordering session starts at the establishment/location. The application is launched (step 12). In one embodiment, a user launches a mobile application using a mobile customer device 34 (e.g., smartphone, tablet, PDA, etc.). The mobile application can be native to the mobile customer device platform or a web-based mobile browser application. In accordance with one example embodiment, multiple users (with multiple session devices) can participate in a group ordering session, at a given proximity location. In one embodiment, a given user can use their own mobile customer device 34 to contribute to the group ordering session. The ordering session can distinguish the users by their mobile customer device 34, or other information stored within the mobile application (e.g. First name, nickname, username, etc.).

At step 36, a Quick Response (QR) Code is scanned. For example, the mobile customer device 34 scans a QR code associated with an establishment. In particular, to determine a user's proximity within the establishment (e.g., table, seat/spot at a bar, lounge area, etc.) the QR code may be available for the mobile application to scan. The QR code can contain encoded information to determine proximity. The encoded information can include a network path, an establishment identifier, and a location identifier. In the multiple devices example, multiple users within a group ordering session can scan the same QR code, or multiple QR codes can be configured to join proximity locations into a single group ordering session.

In step 16, a menu is requested. In particular, based on proximity, the mobile application requests a menu from the cloud computing infrastructure 20. The cloud computing infrastructure 20 can receive encoded certain information points, from the mobile application, which can include a network path, an establishment identifier, and a location identifier. The encoded information can assist with the selection of a menu the mobile application is to receive from the cloud computing infrastructure 20.

After the request in step 16, the cloud computing infrastructure 20 is accessed. Based on proximity detection, the mobile application can request a menu from the cloud computing infrastructure 20. In one embodiment, the cloud computing infrastructure 20 can receive three encoded information points from the mobile application: a network path, an establishment identifier, and a location identifier. This information may assist with the selection of a menu the mobile application is to receive from the cloud computing infrastructure 20.

The mobile application, upon receiving menu data can render a graphical menu (i.e., display menu (step 1 8)) on the mobile customer device. In one embodiment, the user can browse the menu using touch and/or hardware controls, according to the mobile customer device platform. The mobile application can render a menu according to settings defined by the cloud computing infrastructure 20 (for menu customization by the menu owner) if available.

Order(s) can be placed (step 22). In one particular embodiment, the user can select menu items, specify quantities, and make other order customizations in the mobile application. The establishment can receive the order information through a web application or other web services based application to fulfill the user's order. Ordered items from multiple users within a group ordering session can be included within the same order.

In step 24, actions such as steps 16, 18, and/or 22 can be repeated. In one embodiment, the user continues to make order selections based on the menu rendered by the mobile application throughout an ordering session. If the session remains active 26, a real-time rendered menu may be presented and the user can request additional items. If the session has timed out 28, the user and/or mobile application may return to the Scan QR code step 36. The cloud computing infrastructure 20 can determine whether to establish a new ordering session, or continue the previous ordering session. The cloud computing infrastructure 20 can maintain group ordering capabilities if multiple mobile customer devices repeat steps or actions at a given proximity location.

Payment is made (step 30). In one embodiment, the user and the establishment can conclude the ordering session upon step 30 of payment to order being made. Payment can be performed at the establishment (cash, credit card, tab/account, etc.) or through the mobile application and the cloud computing infrastructure 20 or a different payment processing service/application, according to the one configuration. The establishment can verify payment and terminate an ordering session, if not done so automatically by the cloud computing infrastructure 20. For group ordering sessions, one user may be able to make payment for the entire order or a given member of the group may pay for one or many items within a group ordering session. In step 32, the ordering session has ended.

FIG, 4 depicts example QR code 38 that can be scanned within the QR. process of FIG. 3. The QR code 38 at the proximity location used in the Scan QR Code step 36 can provide the proximity location information and for the Request Menu step 16. FIG. 5 illustrates how aspects such as input flow can be accomplished as part of the processes of FIGS. 1 and 3 utilizing manual entry with a mobile customer device 34. At step 40, the mobile application is started. The mobile application is launched for proximity detection. At step 42, the user can be presented with a user interface to manually enter proximity information. The mobile customer device 34 can receive manually inputted location information.

In particular, manual entry occurs at step 44 using buttons, touch controls, or a keyboard. In one embodiment, the device can include hardware buttons that can be unlabeled, labeled with text (letters and numbers), images, the device can include configurable soft buttons. Alternatively, the device can include a touch control enabled screen or touch control enabled button(s) or other touch control enabled hardware that the user may engage with finger, stylus, or another touch control accessory. Alternatively, the device can include a keyboard for entering letters, numbers, or other characters. During the manual entry step 44, the user can use a combination of any of the described controls to enter proximity information into the user interface. In step 46, the process ends after proximity detection (step 14) is conducted. For example, manual entry or manual controls can be used to enter proximity information. These controls can also be used in browsing a menu, placing orders, requesting bills, etc. as described above with respect to the processes of FIGS. 1 and 3.

FIG. 6 depicts a flow diagram of image recognition (image-based) used for the processes of FIGS. 1 and 3 with a mobile customer device 34. In step 48, the mobile application is started and launched for proximity detection on the mobile customer device 34. The device camera is engaged (step 50). In particular, the mobile application can engage a camera associated with a mobile customer device 34 to take a picture or open a camera stream/feed to process image information from the camera in real-time. In step 52, a picture is taken of either text and/or graphics. In particular, text/character based images may contain proximity information for processing by the device camera. Graphical based images containing one or more images, icons, or other graphics may contain the proximity information for processing by the camera or mobile customer device application. Image recognition occurs (step 54). The application can process proximity information provided by the device camera from the one or many images or a real-time camera feed. In one embodiment, the application determines a given proximity or passes the information to a server for a proximity determination. At step 56, the application ends after proximity detection conducted

FIG. 7 depicts a flow diagram of code recognition (code-based) used for the processes of FIGS. 1 and 3 with a mobile customer device 34. In step 58, the mobile application is started and launched for proximity detection. The device camera is engaged (step 60). In particular, the mobile application can engage a camera associated with a mobile customer device 34 to take a picture or open a camera stream/feed to process image information from the camera in real-time.

In step 62, a picture is taken of an image code (e.g., QR code or other image code). In particular, the QR code present at the location may contain proximity and/or other information scannable by the device's camera. Alternatively, other image based multi-dimensional codes present at the location may contain proximity and/or other information scannable by the device's camera. Code recognition occurs (step 64). The application can extract proximity and/or other information stored within the code. The application can determine a given proximity or can pass the information to a server for a proximity determination. At step 66, the application ends after proximity detection conducted.

FIG. 8 depicts a flow diagram that illustrates location identification using integrated technologies. In step 68, the mobile application is started and launched for proximity detection. The mobile application is integrated with an Application Programming Interface (API) (step 70). In particular, the mobile application can integrate with other technologies through API to send and receive information.

In step 72, location services (e.g., Near Field Communications (NFC), Radio Frequency (RF), etc.) are used for location identification. For example, NFC standard based hardware and software can determine location proximity by interacting with a mobile customer device through contact or close proximity presence. Alternatively, RF based hardware and software including WiFi©, Bluetooth®, RFID, can determine device proximity. Other location services such as GPS, assisted GPS, or other mobile customer device location, mapping, and related location services integrated with the mobile customer device 34 can determine device proximity. Location identification occurs (step 74). The mobile application can combine the described integrated technologies to send and receive location and/or proximity information. The application can determine a given proximity or pass the information to a server for proximity determination. At step 76, the application ends after proximity detection conducted.

Numerous modifications and alternative embodiments of the present invention will be apparent to those skilled in the art in view of the foregoing description. Accordingly, this description is to be construed as illustrative only and is for the purpose of teaching those skilled in the art the best mode for carrying out the present invention. Details of the structure may vary substantially without departing from the spirit of the present invention, and exclusive use of all modifications that come within the scope of the appended claims is reserved.

Within this specification embodiments have been described in a way which enables a clear and concise specification to be written, but it is intended and will be appreciated that embodiments may be variously combined or separated without parting from the invention. It is intended that the present invention be limited only to the extent required by the appended claims and the applicable rules of law. It is also to be understood that the following claims are to cover all generic and specific features of the invention described herein, and all statements of the scope of the invention which, as a matter of language, might be said to fall therebetween.

Claims

CLAIMS What is claimed is:

1 . A method for managing customer interaction with an establishment using a cloud computing infrastructure, the method comprising:

the cloud computing infrastructure receiving a request from a mobile customer device for a menu of menu items offered by the establishment;

the cloud computing infrastructure providing the menu of menu items to the mobile customer device;

the cloud computing infrastructure receiving an order of one or more selections of menu items from the mobile customer device;

the cloud computing infrastructure communicating the order of one or more selections of menu items to the establishment with instructions for the establishment to fulfill the order by delivering the one or more selections of menu items to a location within the establishment;

wherein the request from the mobile customer device for the menu of menu items offered by the establishment includes a request that the menu of menu items be provided to the mobile customer device, an establishment identifier identifying the establishment to the cloud computing infrastructure, and a location identifier identifying the location within the establishment where the order should be delivered; and

wherein the cloud computing infrastructure determines which menu of menu items to provide to the mobile customer device based on the request that the menu of menu items be provided, the establishment identifier, and the location identifier.

2. The method of claim 1, further comprising the cloud computing infrastructure generating a bill for services after fulfilling the order based on the one or more selections of menu items.

3. The method of claim 2, further comprising the cloud computing infrastructure receiving a request from the mobile customer device for the bill for services.

4. The method of claim 3, further comprising the cloud computing infrastructure interoperating with a third party payment service for processing a payment of the bill for services, the cloud computing infrastructure receiving a confirmation of payment and forwarding the confirmation of payment to the mobile customer device.

5. The method of claim 1 , wherein the menu items comprise food, beverages, goods, or combinations thereof.

6. The method of claim 1 , wherein the establishment comprises a restaurant, bar, stadium, gallery, arena, product provider, service provider, or combinations thereof.

7. The method of claim 1 , wherein the step of providing the menu of menu items further comprises the cloud computing infrastructure causing a display of the menu of menu items to be displayed on the mobile customer device.

8. The method of claim 1 , wherein the step of the cloud computing infrastructure receiving the order of one or more selections of menu items from the mobile customer device initiates an ordering session, the cloud computing infrastructure receiving one or more orders of one or more selections of menu items from a plurality of mobile customer devices on the ordering session.

9. The method of claim 1 , wherein the step of the cloud computing infrastructure receiving the order of one or more selections of menu items from the mobile customer device initiates an ordering session, wherein the ordering session occurs for duration of time extending from receipt of a first order until generation of a bill

10. The method of claim 1, further comprising the cloud computing infrastructure communicating a recommended order of one or more menu items to the mobile customer device based on the cloud computing infrastructure receiving the request from the mobile customer device for the menu of menu items offered by the establishment or the cloud computing infrastructure receiving the order of one or more selections of menu items from the mobile customer device.

11. A method for managing customer interaction with an establishment using a cloud computing infrastructure, the method comprising:

a mobile customer device receiving a proximity indication;

the mobile customer device providing a request to the cloud computing infrastructure for a menu of menu items offered by the establishment;

the mobile customer device receiving the menu of menu items from the cloud computing infrastructure;

the mobile customer device receiving an order of one or more selections of menu items and communicating the order of one or more selections of menu items to the cloud computing infrastructure for fulfillment by the establishment;

wherein the request to the cloud computing infrastructure for the menu of menu items offered by the establishment includes a request that the menu of menu items be provided to the mobile customer device, an establishment identifier identifying the establishment to the cloud computing infrastructure, and a location identifier identifying a location within the establishment where the order should be delivered; and

12. The method of claim 11, wherein the step of the mobile customer device receiving the proximity indication further comprises the mobile customer device scanning a Quick Response (OR) code associated with the establishment.

13. The method of claim 12, wherein the QR code further comprises a network path, the establishment identifier, and the location identifier.

14. The method of claim 13, further comprising navigating to the uniform resource locator by the mobile customer device initiating the step of providing the request to the cloud computing infrastructure for the menu of menu items offered by the establishment.

15. The method of claim 11, wherein the establishment identifier is an establishment identification number correlated to a specific establishment.

16. The method of claim 1 1, wherein the location within the establishment where the order should be delivered comprises a seat, a table, a counter location, or a combination thereof disposed within the establishment.

17. The method of claim 1 1 , wherein the step of the mobile customer device receiving the proximity indication further comprises the mobile customer device receiving manually inputted location information.

18. The method of claim 1 1, further comprising the mobile customer device determining the proximity indication based on receipt of a scan image.

19. The method of claim 18, wherein the scan image comprises one or more of encoded information comprising an image, a bar code, a QR code, text, or combinations thereof.

20. The method of claim 1 1 , further comprising the mobile customer device determining the proximity indication based on location technology comprising one or more of near-field communication (NFC) location services, Bluetooth® location services, Pvadio-frequency Identification (RFID) location services, Global Positioning System (GPS) location services, or Wi-Fi® location services.

21. The method of claim 11, further comprising the mobile customer device receiving a recommended order of one or more menu items from the cloud computing infrastructure based on the mobile customer device providing the request to the cloud computing infrastructure for the menu of menu items or the mobile customer device communicating the order of one or more selections of menu items to the cloud computing infrastructure.

22. A system for managing customer interaction with an establishment, the system comprising:

a cloud computing infrastructure configured to receive a request from a mobile customer device for a menu of menu items offered by the establishment, the cloud computing infrastructure configured to provide the menu of menu items to the mobile customer device;

wherein the cloud computing infrastructure is configured to receive an order of one or more selections of menu items from the mobile customer device;

wherein the cloud computing infrastructure is configured to communicate the order of one or more selections of menu items to the establishment with instructions for the establishment to fulfill the order by delivering the one or more selections of menu items to a location within the establishment;

wherein the request from the mobile customer device for the menu of menu items offered by the establishment includes a request that the menu of menu items be provided to the mobile customer device, an establishment identifier configured to identify the establishment to the cloud computing infrastructure, and a location identifier configured to identify the location within the establishment where the order should be delivered; and

wherein the cloud computing infrastructure is configured to determine which menu of menu items to provide to the mobile customer device based on the request that the menu of menu items be provided, the establishment identifier, and the location identifier.

23. The system of claim 22, wherein the cloud computing infrastructure is configured to communicate a recommended order of one or more menu items to the mobile customer device based on receipt of the request from the mobile customer device for the menu of menu items or receipt of the order of one or more selections of menu items from the mobile customer device.

24. A system for managing customer interaction with an establishment, the system comprising:

a mobile customer device configured to receive a proximity indication, the mobile customer device is configured to provide a request to a cloud computing infrastructure for a menu of menu items offered by the establishment, the mobile customer device is configured to receive the menu of menu items from the cloud computing infrastructure, the mobile customer device is configured to receive an order of one or more selections of menu items and communicate the order of one or more selections of menu items to the cloud computing infrastructure for fulfillment by the establishment;

wherein the request to the cloud computing infrastructure for the menu of menu items offered by the establishment includes a request that the menu of menu items be provided to the mobile customer device, an establishment identifier configured to identify the establishment to the cloud computing infrastructure, and a location identifier configured to identify the location within the establishment where the order should be delivered; and

25. The system of claim 24, wherein the mobile customer device is configured to communicate with the cloud computing infrastructure using a native software application on the mobile customer device.

26. The system of claim 24, wherein the mobile customer device is configured to communicate with the cloud computing infrastructure using a website application software accessible by web browser on the mobile customer device.

27. The system of claim 24, wherein the mobile customer device is configured to use the proximity indication with the location identifier to identify the location of the mobile customer device within the establishment where the order should be delivered.

28. The system of claim 24, wherein the mobile customer device is configured to receive a recommended order of one or more menu items from the cloud computing infrastructure based on the request provided by the mobile customer device to the cloud computing infrastructure for the menu of menu items or the communication of the order of one or more selections of menu items from the mobile customer device to the cloud computing infrastructure.