NL1038282C2

NL1038282C2 - System and method for easy connecting callers to several companies and organisations via one single telephone number and telephone for such a system.

Info

Publication number: NL1038282C2
Application number: NL1038282A
Authority: NL
Inventors: Franciscus Antonius Baan
Original assignee: Franciscus Antonius Baan
Priority date: 2010-10-01
Filing date: 2010-10-01
Publication date: 2012-04-03

Description

System and method for easy connecting callers to several companies and organisations via one single telephone number and telephone for such a system.

Introduction: The invention relates to a system and method where people are connected by 5 telephone via an IN.

State of the technique: People are connected via an IN to each other by using individual telephone numbers. The IN makes telephone connections either completely automatically where people dial a number or people are forwarded through the IN by human operator 10 services.

Problem description: For most people names are much easier to remember than numbers. Therefore, they store numbers they use fairly often. Telephone numbers of companies or (governmental) organisations are often not stored. Simply because the contact frequency is 15 too low. In case a person wants or needs to contact such an organisation, this person has to search for the telephone number via telephone book, internet or expensive human operator services. Several companies and authorities make use of premium-rate or toll-free numbers. Through these numbers organisations are only available for domestic callers, which is very inconvenient for e.g. international travellers.

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Solution: The user (C) will be easily connected to the organisation (H) he/she wants to be connect with, via a combination of the unique icon (figure 2/3) and a unique text that is communicated by the organisation (H) on it's products, services or via media (J). Via pushing the same icon (figure 2/3) on a simplified telephone (B) with storage capacity of at least this 25 corresponding number (A), the user speaks or inserting the text (I) behind the icon (figure 2/3) via the keys of a the telephone (B), the user will be connected via the IN (D) to at least 1 participating organisation (H). Products, services and/or media (J) do all have a unique text behind the icon that is corresponding with the contact information stored on the central server of the organisation concerned. A caller (C) uses preferably one single worldwide 30 accessible telephone number (A) to be connected to the at least one organisation (H). The Participating organization (H) is recognized by the Voice Connecting Service (VCS) icon (Figure 2/3) that they communicate together with information (I) e.g. with their internet 10 3 8 2 8 2 2 address (URL) or corresponding text. The idea behind the invention is to store all contact information of participating organisations centrally (F), which is connected to the IN (D) and activated through the use of speech technology (E) or phone keys. A caller (C) dials the number of the IN (D), preferably comprising the VCS, via the corresponding button on the 5 phone (figure 3/3) or via the keypad of a regular phone and speaks the URL (with or without www.) of the organization (H) he/she want to get connected with. Via the IN (D) speech technology (E) matches the spoken name and the corresponding contact information stored on the central server (F) and transfers the telephone number to the connected IN (D). The IN (D) then connects the caller (C) to the chosen organisation (H).

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Apart from convenience and limited time to get connected in relation to search engines, the contact between caller and organisation is considerably cheaper and more extensive than via human operator services. The participating organizations bear the costs of this customer friendly service. For organizations that are accessible through toll-free numbers, this system 15 brings significant cost advantages: These organizations pay high fees for incoming calls from mobile phones. Since the majority of callers use a mobile phone, this is a significant cost for organizations. By using the VCS, calls are preferably diverted through fixed lines or VoIP to prevent from high routing costs. Through this service, organizations can be more easily reached by (potential) customers at the same time as they are challenged by the message of 20 the organisation, with the ability to close more transactions.

This and further advantages will become apparent from the description of the following preferred embodiment, with reference to the figures 1/3 - 3/3: 25 Figure 1/3 shows a system and method steps according to the invention;

Figure 2/3 shows a unique icon or logo;

Figure 3/3 shows a calling device comprising a key with the unique icon or logo.

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In the prior art systems, the user will need to perform the following steps in order to contact e.g. your internet provider to report a broken connection:

Try to find the telephone number by: 5 o searching for the installation manual with helpdesk numbers or; o searching for an old invoice with service numbers or; o asking a friend who has a working internet connection, o Human operator services are less appropriate to consult as long as you do not know the geographical location of this service.

10 dial the telephone phone number that you just found; get connected.

In the VCS according to the invention only the following steps are needed (when using voice recognition): 15 dial the universal VCS-number (A): +3143 2104321 (example), preferably by pressing a key corresponding to that number and having a unique logo; say: "xyz" or"www.xyz.eu” or (optional) “xyz consumer service" (information (I)); and get connected.

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Use the same VCS-number to get connected to e.g. "abc.com", "def.nl", "ghi,eu" or "klm.com" and many, many others. Additional quotes e.g. “klm reservations" or “klm headquarters" are optional.

25 Even common words like e.g. "taxi needed", "windscreen service", "flower delivery" or “air tickets" can be spoken. Companies/organisations can opt to answer these kind of calls.

Apart from the simplicity, this VCS offers convenience and safety: The user is less distracted while driving when setting up a call. Besides, the user no longer needs to seek and store 30 individual numbers. All corporate contact information is stored behind the VCS-entrance number and reachable from anywhere and anytime.

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When dialling the VCS, the user is asked to mention the URL or (optional) name of the organization which the caller wants to be connected with. In case the user wants to call an organisation, he/she speaks e.g. "Avis dot com" or optional “Avis Rent a Car". The VCS 5 relates this information to the stored files and confirms the name. The number will be transferred to the IN. If the system replies a different name, the calling process can be paused by saying "stop". The connection process will be stopped and the user will be able to re-insert the right name. Shouldn't the system connect properly after 2 attempts (e.g. in the event of a noisy background, the user will be invited to enter the word(s) behind the icon 10 (figure 2/3) to a human operator who will make the connection manually.

In case an organisation has more departments (with individual numbers), either the VCS or the organisation's own call centre will divert the call to the right department. When the user just says e.g. “nop.com”, this user will usually be diverted - in concert with the particular 15 organisation - to the Customer Service. When the user says e.g. "nop headquarters" he will be connected accordingly.

In this application an organisation has to be interpreted as being any institution, company or (governmental) organisation, etc. Also the term 'product' has to be interpreted in a broad 20 sense and can in fact mean any medium on which the icon or logo is made visible.

List of reference signs: A Phone number associated with VCS-system; 25 B. Telephone; C. Caller; D. Intelligent network (IN); E. Speech analyser; F. Data Server; 30 G. Website / internet; H. Organisation; I. Medium with VCS-icon and URL or text; 5 J. Product or medium.

1. Uploading contact information via VCS-website (G); 2. Caller recognizes icon and information (i) on product (J); 5 3. Caller (speed)dials the corresponding number (A) and will be connected to IN (D); 4. Caller receives invitation from IN (D) to enter spoken information; 5. Caller enters spoken information (i)as seen on the product or medium(J) into in (D); 6. IN (D) transfers spoken information to Speech analyser (E) and Speech analyser(E) consults database (F); 10 7. Database (F) forwards contact information of Organisation (H) back to IN (D); 8. IN (D) connects Caller (C) to Organisation (H).

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Claims

System comprising at least 1 device (B and Figure 3/3) of at least one user who can be connected via a telephone exchange (IN) (D) to a device of at least 1 organization (H) 5, characterized in that the telephone exchange IN (D) is linked to a central memory file (F) in which the individual organization data, in particular contact lists, of at least 1 organization (H) are stored, the system further comprising one or more products (J) of at least 1 organization, where the products are all provided with one and the same unique icon (figure 2/3) followed by unique information (I), wherein the unique icon (figure 2/3) is linked to one and the same telephone number (A), wherein the telephone exchange IN (D) can connect the user to at least 1 organization (H) after dialing the telephone number (A) and whether or not or by providing the unique information (I) behind the unique icon (figuu) r 2/3) on a product or medium (J). 15

A system according to claim 1, characterized in that the telephone exchange IN (D) is connected to a central memory file (F) that is internally connected to a module (E) that is speech-controlled, so that any device connected to it with the IN (D) the user can indicate by voice which organization from the contact list they want to be connected to.

Device (B and figure 3/3) for the system according to claim 1, wherein the device is provided with a key with the unique icon (figure 2/3) with which the number (A) of the telephone exchange IN (D) is is so that the device does not require memory space for storing contact details of at least one organization (H).

A system according to claim 1 or 2, characterized in that the at least one device (B) is a device according to claim 3.

Method for quickly connecting a device (B) of a user (C) to a device of an organization (H), comprising the following steps: User recognizes icon (figure 2/3) and information (I) on product or medium (J); 10 3 8 2 8 2 User (speed) dials with the device (B) a number (A) corresponding to the icon (figure 2/3), preferably by means of a key provided with the icon (figure 2/3) ; Device (B) is connected to a telephone exchange IN (D) which is linked to a memory file (F). User passes on the information (I) displayed on the product or medium (J) to the telephone exchange IN (D). Telephone exchange IN (D) recognizes the associated organization (H) using the memory file (F) and the specified information (I);

Telephone exchange IN (D) connects the user (C) with the organization (H) associated with the product or medium (J).

Method according to claim 5, characterized in that the user (C) communicates the information (I) to the telephone exchange IN (D) and the telephone exchange IN (D) uses a module (E) that is speech-controlled. 20 25 10 3 8 2 8 2 30