Method of communicating business contact information to a wireless user

A method for providing business services to a customer via a wireless device used by the customer. The method includes asking a customer for a wireless telephone number associated with a wireless device used by the customer, receiving the wireless telephone number, storing the wireless telephone number, and sending the customer a short message service (SMS) message to the wireless telephone number, wherein the SMS message contains a phone number or universal resource locator (URL) that allows the customer to use the wireless device to interact with the business.

TECHNICAL FIELD

The present invention relates generally to wireless messaging and more particularly to wirelessly sending messages from a business to a customer.

BACKGROUND OF THE INVENTION

Businesses utilize a variety of different approaches to encourage and assist customers in consuming the business's goods and/or services. Whether the goods and/or services can be consumed at a storefront, mail order, over the phone, or through a web portal, a customer must know how to communicate with the business. Storefront addresses, web portal universal resource locators, and telephone numbers are all different types of business contact information that the customer can use to communicate with a business. And businesses inform the customer about their contact information using a variety of advertising media. For instance, businesses purchase radio and television advertising time during which a website address, storefront address, or telephone number can be recited in order to increase the number of customers that purchase products. But when a business advertises using these methods, the business relies on the customer to direct his attention to the advertisement and then to record the communication information for use at a later time. Or in other words, the business relies on customer participation. However, in some situations, this reliance can be inefficient. Customers may not hear the information in the advertisement. Alternatively, they may forget to write down the contact information or incorrectly write down the information.

SUMMARY OF THE INVENTION

According to an aspect of the invention, a method involves providing business services to a customer via a wireless device used by the customer. The method includes asking a customer for a wireless telephone number associated with a wireless device used by the customer, receiving the wireless telephone number, storing the wireless telephone number, and sending the customer a short message service (SMS) message to the wireless telephone number, wherein the SMS message contains a phone number, universal resource locator (URL), or other business contact information that allows the customer to use the wireless device to interact with the business.

According to another aspect of the invention, a method includes providing business services to a customer via a wireless device used by the customer. The method includes obtaining a wireless telephone number associated with a wireless device used by a customer, and automatically sending an SMS message to the wireless device associated with the wireless telephone number. The SMS message includes a phone number or a URL capable of allowing the wireless device to contact the business. The method also includes receiving the message at the wireless device, extracting the phone number or URL from the message at the wireless device, saving the phone number or URL used for interacting the business at the wireless device, and interacting with the business using the phone number or URL.

According to yet another aspect of the invention, a method involves providing business services to a customer via a wireless device used by the customer. The method includes sending a customer an email that contains a URL linking the customer to a web portal of a business to a customer, receiving a wireless telephone number at the web portal, sending an SMS message including the URL to a wireless device associated with the wireless telephone number, receiving the SMS message at the wireless device, accessing the web portal using the wireless device and the URL included with the SMS message, and controlling a function related to the operation of a vehicle using customer input received via the wireless device at the web portal.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

The specific method described below in connection withFIGS. 1 and 2is directed to an embodiment of a method of providing business services to a customer via a wireless device used by a customer. Presently, many customers (or potential customers) have and use wireless devices. While businesses still use advertisements to inform the customers of communication information, an SMS message that includes communication information can be sent to a wireless device. When the customer receives the SMS message, contact information, such as a URL or phone number, can be saved in the wireless device for later use. Saving the contact information in the wireless device can help the business provide a wide variety of services to the customer. For instance, the customer can receive an SMS that includes contact information and use the contact information to contact the business using the wireless device that dials a telephone number or directs its web browser to the Universal Resource Locator (URL) of the business website. Alternatively, in one embodiment of the present method, the customer can use the contact information to control a function of a vehicle. This can be used, for instance, for a customer who has a vehicle equipped with a vehicle telematics unit, but may not easily remember the contact number of the telematics service. In this case, the user can receive an SMS message that includes the telephone number or the URL of the telematics service. After receiving the SMS message including the contact information, the user's wireless device can save the telephone number or URL at the wireless device. And when the user wants to contact or control a function related to the operation of a vehicle they can call a call center associated with the telematics service or they can access the web portal of the telematics service. In either case, the user can, either orally or through a web browser, direct the telematics service to perform some vehicle function. Examples of these functions include unlocking/locking vehicle doors, honking the vehicle's horn, flashing the vehicle's lights, directing the vehicle to upload the vehicle's diagnostic data, or speaking with a vehicle advisor.

With reference toFIG. 1, there is shown an exemplary operating environment that comprises a mobile vehicle communications system10and that can be used to implement the method disclosed herein. Communications system10generally includes a vehicle12, one or more wireless carrier systems14, a land communications network16, a computer18, and a call center20. It should be understood that the disclosed method can be used with any number of different systems and is not specifically limited to the operating environment shown here. Also, the architecture, construction, setup, and operation of the system10and its individual components are generally known in the art. Thus, the following paragraphs simply provide a brief overview of one such exemplary system10; however, other systems not shown here could employ the disclosed method as well.

Vehicle12is depicted in the illustrated embodiment as a passenger car, but it should be appreciated that any other vehicle including motorcycles, trucks, sports utility vehicles (SUVs), recreational vehicles (RVs), marine vessels, aircraft, etc., can also be used. Some of the vehicle electronics28is shown generally inFIG. 1and includes a telematics unit30, a visual display38, and a GPS module40as well as a number of vehicle system modules (VSMs)42. Devices can be indirectly connected to the telematics unit30using one or more network connections, such as a communications bus44. Examples of suitable network connections include a controller area network (CAN), a media oriented system transfer (MOST), a local interconnection network (LIN), a local area network (LAN), and other appropriate connections such as Ethernet or others that conform with known ISO, SAE and IEEE standards and specifications, to name but a few.

According to one embodiment, telematics unit30utilizes cellular communication according to either GSM or CDMA standards and thus includes a standard cellular chipset50for voice communications like hands-free calling, a wireless modem for data transmission, an electronic processing device52, one or more digital memory devices54, and a dual antenna56. It should be appreciated that the modem can either be implemented through software that is stored in the telematics unit and is executed by processor52, or it can be a separate hardware component located internal or external to telematics unit30. The modem can operate using any number of different standards or protocols such as EVDO, CDMA, GPRS, AMPS, 3G, and EDGE. Wireless networking between the vehicle and other networked devices can also be carried out using telematics unit30. For this purpose, telematics unit30can be configured to communicate wirelessly according to one or more wireless protocols, such as any of the IEEE 802.11 protocols, WiMAX, or Bluetooth. When used for packet-switched data communication such as TCP/IP, the telematics unit can be configured with a static IP address or can set up to automatically receive an assigned IP address from another device on the network such as a router or from a network address server.

Processor52can be any type of device capable of processing electronic instructions including microprocessors, microcontrollers, host processors, controllers, vehicle communication processors, and application specific integrated circuits (ASICs). It can be a dedicated processor used only for telematics unit30or can be shared with other vehicle systems. Processor52executes various types of digitally-stored instructions, such as software or firmware programs stored in memory54, which enable the telematics unit30to provide a wide variety of services. For instance, processor52can execute programs or process data to carry out at least a part of the method discussed herein. Telematics unit30can also use the processor52for preparing, receiving, and sending short-message service (SMS) messages. SMS messages, also now known more generically as “text messaging,” involve sending alphanumeric or other characters to or from wireless devices. Originally used with a GSM mobile network, SMS messages can now be sent over nearly every network protocol such as CDMA, AMPS, and other protocols. SMS messages can originate at the vehicle12where telematics unit30can generate the SMS message using processor52and send the SMS message using the cellular chipset50. The chipset50sends the SMS message via the wireless carrier system14to a short message system center (SMSC)73. The SMSC73is responsible for handling the SMS messages for the wireless carrier system14and forwards the messages to the intended recipient (e.g. wireless device). Similarly, the telematics unit30can receive SMS messages from the wireless carrier system14via the antenna56and read SMS messages using the processor52.

Apart from the GPS module40, the vehicle12can include other vehicle system modules (VSMs)42in the form of electronic hardware components that are located throughout the vehicle and typically receive input from one or more sensors or the telematics unit30and use the sensed input to perform diagnostic, monitoring, control, reporting and/or other functions. Each of the VSMs42is preferably connected by communications bus44to the other VSMs, as well as to the telematics unit30, and can be programmed to run vehicle system and subsystem diagnostic tests. As an example, one VSM42can be a body control module that governs various electrical components located throughout the vehicle, like the vehicle's power door locks and headlights. In another example, a VSM42can include an engine control module. According to one embodiment, the engine control module is equipped with on-board diagnostic (OBD) features that provide myriad real-time data, such as that received from various sensors including vehicle emissions sensors, and provide a standardized series of diagnostic trouble codes (DTCs) that allow a technician to rapidly identify and remedy malfunctions within the vehicle. As is appreciated by those skilled in the art, the above-mentioned VSMs are only examples of some of the modules that may be used in vehicle12, as numerous others are also possible.

Vehicle electronics28also includes a number of vehicle user interfaces that provide vehicle occupants with a means of providing and/or receiving information, including visual display38. As used herein, the term ‘vehicle user interface’ broadly includes any suitable form of electronic device, including both hardware and software components, which is located on the vehicle and enables a vehicle user to communicate with or through a component of the vehicle. Visual display38is preferably a graphics display, such as a touch screen on the instrument panel or a heads-up display reflected off of the windshield, and can be used to provide a multitude of input and output functions. Various other vehicle user interfaces can also be utilized, as the interfaces ofFIG. 1are only an example of one particular implementation.

Wireless carrier system14is preferably a cellular telephone system that includes a plurality of cell towers70(only one shown), one or more mobile switching centers (MSCs)72, a short message service center (SMSC)73, as well as any other networking components required to connect wireless carrier system14with land network16. Each cell tower70includes sending and receiving antennas and a base station, with the base stations from different cell towers being connected to the MSC72and SMSC73either directly or via intermediary equipment such as a base station controller. Cellular system14can implement any suitable communications technology, including for example, analog technologies such as AMPS, or the newer digital technologies such as CDMA (e.g., CDMA2000) or GSM/GPRS. As will be appreciated by those skilled in the art, various cell tower/base station/MSC/SMSC arrangements are possible and could be used with wireless system14. For instance, the base station and cell tower could be co-located at the same site or they could be remotely located from one another, each base station could be responsible for a single cell tower or a single base station could service various cell towers, and various base stations could be coupled to a single MSC, to name but a few of the possible arrangements. The wireless carrier system14also involves communication with wireless devices74within range of cell towers70. Wireless devices74can include devices capable of receiving SMS messages. For instance, examples of wireless devices74are cellular phones, personal digital assistants (PDAs), text pagers, and personal computers capable of receiving SMS messages.

Computer18can be one of a number of computers accessible via a private or public network such as the Internet. Each such computer18can be used for one or more purposes, such as a web server accessible by the vehicle via telematics unit30and wireless carrier14. Other such accessible computers18can be, for example: a service center computer where diagnostic information and other vehicle data can be uploaded from the vehicle via the telematics unit30; a client computer used by the vehicle owner or other subscriber for such purposes as accessing or receiving vehicle data or to setting up or configuring subscriber preferences or controlling vehicle functions; or a third party repository to or from which vehicle data or other information is provided, whether by communicating with the vehicle12or call center20, or both. A computer18can also be used for providing Internet connectivity such as DNS services or as a network address server that uses DHCP or other suitable protocol to assign an IP address to the vehicle12.

Call center20is designed to provide the vehicle electronics28with a number of different system back-end functions and, according to the exemplary embodiment shown here, generally includes one or more switches80, servers82, databases84, live advisors86, as well as an automated voice response system (VRS)88, all of which are known in the art. These various call center components are preferably coupled to one another via a wired or wireless local area network90. Switch80, which can be a private branch exchange (PBX) switch, routes incoming signals so that voice transmissions are usually sent to either the live adviser86by regular phone or to the automated voice response system88using VoIP. The live advisor phone can also use VoIP as indicated by the broken line inFIG. 1. VoIP and other data communication through the switch80is implemented via a modem (not shown) connected between the switch80and network90. Data transmissions are passed via the modem to server82and/or database84. Database84can store account information such as subscriber authentication information, vehicle identifiers, profile records, behavioral patterns, and other pertinent subscriber information. Data transmissions may also be conducted by wireless systems, such as 802.11x, GPRS, and the like. Although the illustrated embodiment has been described as it would be used in conjunction with a manned call center20using live advisor86, it will be appreciated that the call center can instead utilize VRS88as an automated advisor or, a combination of VRS88and the live advisor86can be used.

Turning now toFIG. 2, there is shown a method200of providing business services to a customer via a wireless device used by the customer. The method200starts at block210and begins with sending an email to the customer containing a universal resource locator (URL) linking the customer to a web portal of a business. A URL, also commonly referred to as a web address, is a string of numbers and/or letters that identifies and provides a mechanism for accessing the web page of a particular business or organization. The string principally includes a domain name or host name that can be translated into an IP address via a domain name server (DNS) resolver. The customer can receive the URL via an email in which the URL, or web address, is embedded in the subject line or body of the email. Businesses can obtain the email addresses of customers or potential customers in order to send the customers email in a variety of ways. In one example, the customer or potential customer can provide his email address to the business. For instance, a business, such as a telematics service provider can obtain a customer's email address when the customer enrolls in a subscription service or when the customer begins receiving service from the business. In another example, the business can receive lists of potential customers and send emails to the customers informing them of the services or goods the business offers. The email can include the URL as a means for the customer to contact the business for further inquiry. The URL can link the customer to the business' web portal. The web portal, or website, provides a place for information and interaction between the customer and the business on the World-Wide Web (WWW). The web portal can take a variety of forms. For instance, the web portal can provide information to customers or the portal can provide information and interact with the customer. Interaction with the customer can include receiving data, such as wireless telephone numbers, or questions from the customer. The web portal can be owned or registered by the business or the web portal can be associated with the business by being owned by another entity while providing information and interactive services on behalf of the business. The method200then proceeds to step220.

At step220, a wireless telephone number is received at the web portal. Once the customer links to the web portal, the customer can provide the wireless telephone number. The wireless telephone number, or cell phone number, can be a telephone number that is associated with a customer's wireless device74. In short, if a person or business dials the wireless telephone number, they would be able to speak with the customer through the customer's wireless device74. Other information can be received at the web portal along with the wireless telephone number. If a customer wishes to establish an account or more involved relationship with the business or has already established an account, the customer can include other identifying information. For instance, if the customer has previously established an account with the business, the customer can provide additional identifying information, such as the name of the wireless service provider and/or the zip code of the address where the wireless service provider sends the customer its bill. Doing so can identify the customer to the web portal. It can also establish the identity of the wireless carrier that provides data services for SMS messaging.

In another example, the wireless telephone number could be an email address unique to the wireless device so that an SMS message can be sent to the customer's wireless device. The use of email-to-SMS conversion involves receiving an email sent to a unique email address associated with a wireless device and taking the body (message contents) of the email and putting it into an SMS message that is sent to the wireless device. Servers that perform this function are known. Regardless of whether the wireless telephone number is a string of digits or an email address, the number is received at the web portal. In one example, the web portal presents the customer with a blank field into which the customer can enter the wireless telephone number using the keypad on the wireless device74or using a keyboard attached to computer18. After entering the wireless telephone number as a string of digits or email address, the user can type or paste it into an entry field on the web portal and then press the enter key or depress a radio button with a pointer device, such as a mouse, controlling a graphical-user interface. The wireless telephone number can be received at a variety of locations. In one example, the wireless telephone number is received at the call center20. The method200then proceeds to step230.

Once the wireless telephone number is obtained by or on behalf of the business, then at step230, a short message service (SMS) message is sent, including the URL to a wireless device74associated with the wireless telephone number. The first step in this is to create or access a pre-stored SMS message. The SMS message contains business contact information for the business in the form of a phone number or URL. Other information can be included as well. The URL can direct the customer to the web portal of the business. In another example, the URL can direct the customer to a web portal that is specifically configured to provide information to customers using a wireless device74. The SMS message can be sent from the call center20or any other location in communication with the land network16and/or the SMSC73. The method200then proceeds to step240.

At step240, the SMS message is received at the wireless device. The wireless device74can receive the SMS message and use the information included with the SMS message. For example, the wireless device74can receive the SMS message and extract the URL from the body of the message. When the URL is extracted, the wireless device74can begin a variety of functions. The wireless device74, if so equipped, can save the URL in a memory device located with the wireless device74. Also, the wireless device74can open a web browser that uses the URL to navigate the web browser to the underlying web portal of the URL. It is also possible that the web browser can save the URL as a bookmark or in a function of the browser reserved for the user's favorite webpages for later use. The method200proceeds to step250.

At step250, the web portal is accessed using the wireless device and the URL included with the SMS message. Once the customer has the URL in the received SMS message, saved in memory in the wireless device74, or saved as a bookmark in the wireless device's web browser, the customer can access the web portal. When the customer does access the portal, information can be exchanged between the wireless device74and the web portal. In one example, the web portal provides a phone number to the wireless device74with which the customer can contact the business. The wireless device74can automatically save the phone number and the name of the business in an address book of the wireless device. So later, when the customer desires to contact the business, the phone number is conveniently saved in the address book, phone book, or other memory device located with the wireless device74. The method200proceeds to step260.

At step260, a function related to the operation of a vehicle is controlled by accessing the web portal. Examples of functions related to the operation of a vehicle include locking or unlocking the doors of the vehicle12, flashing the exterior or interior lights of the vehicle12, honking the horn of the vehicle12, controlling the GPS module40, or requesting a vehicle diagnostic upload. The vehicle diagnostics upload can include DTCs, OBD data, or other data received from VSMs42. During the vehicle diagnostics upload, the DTCs, OBD data, or other data received from VSMs42can be transmitted from the vehicle12to the call center20. The customer can also control the VSMs42described above through the web portal. The above-described functions can be controlled at the call center20by the customer through the web portal. If desired for security purposes, the call center20can request the customer enter a multi-digit security code before carrying out functions relating to the operation of the vehicle. The method200then ends.