Abstract:
A method and system for enrollment and delivery of a service, the method for enrolling including receiving a request for enrollment with a service from a user, the request for service being initiated by the user; authenticating the user associated with the mobile phone by verifying a mobile identification number (MIN) associated with the mobile phone device; determining a global positioning system (GPS) functionality of the mobile phone device; enrolling the user with the service based on the authenticating and the determined GPS functionality of the mobile phone device; and delivering an application associated with the service to the mobile phone device of the enrolled user, the delivered application including functionality based on the determined GPS functionality of the mobile phone device.

Description:
RELATED APPLICATIONS 
       [0001]    This application is based on, and claims priority to and benefit of provisional U.S. Application Ser. No. 60/956,645, filed on Aug. 17, 2007, the contents of which are hereby incorporated by reference in their entirety for all purposes. 
     
    
     FIELD OF THE INVENTION 
       [0002]    The present disclosure generally relates to a system and method for enrolling and delivering a service, and more particularly to a method and system of enrolling and delivering a service associated with a service delivered to a mobile phone device. 
       BACKGROUND 
       [0003]    The market penetration of mobile communications devices, such as mobile phones, and the availability of associated communication networks permit the users of such devices to communicate with others from many different, if not most, locations. One of the reasons users routinely keep a mobile phone device in their immediate possession is that having their mobile phone device provides them with a sense of security knowing that they will be able to contact others and/or be contacted in the event of an emergency. However, in a number of emergency and other situations a mobile phone device user may not be able to sufficiently relate an accurate position of their location to an emergency responder or other person or device. 
         [0004]    Global positioning system (GPS) devices and devices incorporating GPS functionality are becoming more readily available and accurate. For instance, a number of mobile phones and other mobile devices including communication functionalities include GPS capabilities. However, there exists a need to provide a system and method of efficiently enrolling and delivering a service to a mobile phone device. 
       BRIEF SUMMARY 
       [0005]    In some embodiments, a system and method for enrolling an entity (e.g., a user) with a service is provided. The system may provide an environment for implementing a method that may include selecting a service (e.g., a roadside assistance service) using a mobile phone device as an interface to the service, authenticating the user with a carrier associated with the mobile phone device, determining a GPS (global positioning system) functionality of the mobile phone device, and enrolling the user with the service based on the authentication and the determined GPS functionality of the mobile phone device. The system and method may further facilitate downloading an application associated with the service to the mobile phone device of the enrolled customer based on the GPS functionality of the phone device, maintaining a record of the enrolled user with the record including an indication of the GPS functionality of the phone device, and outputting, by the carrier, the record of the enrolled user. 
         [0006]    As used herein, the term “mobile phone device” is used to refer to a mobile or handheld telephone device, such as a cellular telephone, a pager or a personal digital assistant. Further, as used herein, the term “user” may refer to a user of the systems or elements of the present invention as well as a “customer” of services provided pursuant to embodiments of the present invention. 
         [0007]    In some embodiments, the enrollment method and system may include selecting a type of enrollment via the mobile phone device from a plurality of different enrollment types. 
         [0008]    In some embodiments, a method to deliver a service includes (e.g., a roadside assistance service) initiating a request for the service for a user via a mobile phone device, gathering GPS data collected by the mobile phone device, sending the GPS data to a service provider, and placing a voice call to the service provider. The method may further include associating the sent GPS data with the placed voice call, determining a level of service to provide to the user, and dispatching a responder to a location associated with the GPS data and the determined level of service. 
         [0009]    In some embodiments, the method may also include determining a location of the mobile phone device based on the GPS data and obtaining updated GPS data associated with the mobile phone device in response to the request for service from the user. The method may, in some embodiments, include maintaining a record of the user and authenticating the user in response to the request for service from the user. 
         [0010]    With these and other advantages and features that will become hereafter apparent, a more complete understanding of the nature of the invention can be obtained by referring to the following detailed description and to the drawings appended hereto. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS  
         [0011]      FIG. 1  is an illustrative diagram of a system and some associated data flows, according to some embodiments herein; 
           [0012]      FIG. 2  provides an overview of an enrollment process and system, in accordance with some embodiments herein; 
           [0013]      FIG. 3  is an illustrative depiction of an enrollment process and system, in accordance with some embodiments herein; 
           [0014]      FIG. 4  is an exemplary illustration of a service delivery process and system, in accordance with aspects herein; 
           [0015]      FIG. 5  is an exemplary illustration of a service delivery process and system from a user perspective, in accordance herewith; and 
           [0016]      FIGS. 6-8  provide an overview of a service delivery process and system, in accordance herewith. 
       
    
    
     DETAILED DESCRIPTION  
       [0017]      FIG. 1  shows an illustrative system  100  and exemplary data flows that may accompany system  100 . In some embodiments, system  100  may facilitate enrollment in a service, a request for the service by an entity enrolled in the service, and a delivery of the service in response to the request for the service. 
         [0018]    It should be appreciated that system  100  is an example of a system, including subsystems and devices, that may be suitable for the implementation or supporting various aspects of the present disclosure. As such, system  100  may include more, fewer, and alternative components, devices, and systems than those specifically depicted in  FIG. 1 . Furthermore, the process flows shown associated with system  100  are presented to provide an illustrative example, rather than an exhaustive or limiting fixed rendering of some of the functionality and capabilities of system  100 . The process flows may be varied from those expressly depicted in  FIG. 1 , in some instances depending on the configuration of software and hardware components of system  100 . 
         [0019]    In some embodiments, a GPS satellite  105 , either alone or in cooperation with other devices and systems, may produce, generate, or otherwise provide GPS data regarding a user  107  associated with a car and/or a fleet vehicle  110 . In an embodiment, user  107  may also be a customer. In some additional embodiments herein, the GPS data may be provided from or with the assistance of GPS satellite  105  to user car or fleet vehicle  110 . User car or fleet vehicle  110  may have a device (e.g. a Telematics Control Unit, either OEM or aftermarket) operable to receive the GPS data. In some other embodiments herein, the GPS data may be provided from or with the assistance of GPS satellite  105  to a mobile phone device  125  such as a mobile telephone that is operable to, at least, receive the GPS data. In instances where the mobile phone device includes GPS functionality or capabilities, mobile phone device  125  is referred to herein as being GPS enabled or as having a GPS functionality or capability. 
         [0020]    As used herein, a GPS functionality or capability may include any location and navigational system, whether based on satellite, cellular, or radio signals alone or in combination. As such, a GPS functionality may include GPS, assisted GPS (AGPS), and location determinations based on an entity&#39;s position in a mobile phone network service area. 
         [0021]    The GPS data may be forwarded from vehicle  110  and/or communication device  125  to a client NOC (network operations center) and web services/data center  120  via, for example, a wireless communications network  115  and/or a broadcasting network. In some embodiments, network  115  may include a mobile phone network. NOC  120  may be tasked with monitoring and maintaining records of the GPS data associated with user  107 . The record of the GPS data may be updated at least periodically and include, for example, a latitude and longitude position of user  107 , as obtained by customer car or fleet vehicle  110  and/or mobile phone device  125  associated with user  107 . 
         [0022]    System  100  may further facilitate a request for a service that uses GPS data maintained at NOC  120 . The request for the service may be initiated by user  107  using a mobile phone device  125  having telephony functionality. In some instances, mobile phone device  125  may include a mobile telephone or a device that includes at least mobile telephone functionality. 
         [0023]    User  107  may initiate the request for service by placing a voice call to a service provider  130 . In the instance a GPS enabled mobile phone device  125  obtains or receives the GPS data, the GPS enabled mobile phone device  125  may be used by user  107  to initiate and place the voice call to service provider  130 . In an embodiment, a user car or fleet vehicle  110  obtains or receives the GPS data. A wireless, landline, VOIP (voice over IP), walkie-talkie, PTT, Push To Talk device (e.g., push to talk over cellular), or any other voice communication device (not shown) may be used to initiate and place the voice call from user  107  to service provider  130 . 
         [0024]    Service provider  130  may have, for example, a customer service representative that receives the call from user  107 . Service provider  130  may retrieve the GPS data from client NOC  120  using, for example, a request from a web services server  135 . Service provider  130  may authenticate or otherwise verify user  107  is entitled to receive the requested service before, during, or after requesting the GPS data from client NOC  120 . 
         [0025]    As illustrated, the request for service received by client NOC  120  may be implemented using a SOAP (Simple Object Access Protocol) protocol and the response from client NOC  120  may be provided as an XML data exchange. It is noted that these, other, additional, fewer, or alternative communication protocols and data exchange formats may be used in one or more of the embodiments disclosed herein. 
         [0026]    Upon receipt of the requested GPS data associated with the request for service, service provider  130  may generate a report based on the GPS data. The report may be provided to a responder  140 . Responder  140  may be dispatched by service provider  130  to provide the requested level of service to user  107 . 
         [0027]      FIG. 2  provides an illustrative overview of an enrollment process and system  200 , in accordance with some embodiments herein. As shown, a call center environment  205  and a carrier/vendor hosting environment  210  are provided to facilitate enrollment of a customer  215  with a service. Customer  215  may use mobile phone device  220  to access and enroll with the requested service over a communications network  225  associated with a mobile phones carrier or vendor. In the instance of a carrier, the carrier is associated with mobile phone device  220 . In some embodiments, the carrier that provides phone services for the mobile phone device  220  subscribed to carrier network  225  also performs at least some of the functions associated with carrier/vendor hosting environment  210 . In some embodiments, a vendor may perform at least some of the functions associated with carrier/vendor hosting environment  210 . 
         [0028]    Upon contacting carrier/vendor hosting environment  210  to enroll with the desired service and after the request for service is received by the carrier/vendor hosting environment  210  entity, customer  215  may be authenticated to verify the identity of the customer at  230 . Authentication process  230  may include recognizing the customer (e.g., based on mobile identification number, MIN), commencing an enrollment process based on the request for service from customer  215 , and determining a GPS functionality of mobile phone device  220 . Enrollment data related to customer  215  may be stored with a database system  235 . 
         [0029]    Enrollment data may be transferred, copied, forwarded, or otherwise provided to call center environment  205  and stored and maintained in a customer database  240 . A call center application  245  may be invoked to permit a customer service representative  250  to continue the enrollment process for the desired service initiated by customer  215 . 
         [0030]      FIG. 3  is an illustrative depiction of an enrollment process and system, in accordance with some embodiments herein. In some embodiments,  FIG. 3  illustrates a detailed view of some aspects of an enrollment process and system  300 . The detailed view shown in  FIG. 3  may, though not necessarily, include some or all of the aspects of the enrollment process and system depicted in  FIG. 2 .  FIG. 3  illustrates, generally, an enrollment request and approval process  301  and a customer server and service request database  302  that cooperates with enrollment request and approval process  301  to enroll a customer  305  with a requested service. Referring back to  FIG. 2 , enrollment request and approval process  301  may be encompassed by carrier/vendor hosting environment  210  while customer server and service request database  302  may be captured by call center environment  205 . 
         [0031]    Customer  305  may initiate a request for service via mobile phone device  310  using an interface presented on mobile phone device  310 . Mobile phone device  310  may include a number of buttons, keys, soft keys, icons, speakers, microphones, and other user interface input options to permit customer  305  to select and initiate the service enrollment request. Customer  305  may be presented with an enrollment greeting that includes, for example, terms and conditions for enrolling in the requested service. Upon acceptance of the terms and conditions of the enrollment process, customer identifying information may be authenticated at  325 . 
         [0032]    Customer  305  may be attempting to enroll for a first time. In such a case, the customer  305  may be authenticated as being a customer of carrier network  320 . In some instances, the user may have previously enrolled with the service. Enrollment status of the user may be determined by referencing carrier customer database  330  to determine or assist in determining whether the user is a new or existing user of the requested service. 
         [0033]    A GPS functionality of mobile phone device  310  may be determined by referencing carrier customer database  330  that contains a profile or listing of the GPS functionality of mobile phone device  310 . In some instances, the GPS functionality of phone device  310  may be determined by, for example, polling phone device  310 . 
         [0034]    Next, the enrollment process of customer  305  may determine whether to download a service application to mobile phone device  310 . Enrollment process  300  continues to operation  335  if it is determined that customer  305  is newly enrolled and the associated mobile phone device  310  lacks GPS functionality. From operation  335 , carrier customer database  330 , may be updated to include a record of the newly enrolled customer  305 . 
         [0035]    Enrollment process  300  continues to operation  340  if it is determined that customer  305  was previously enrolled (i.e., an existing user of one or more services) and the associated mobile phone device  310  lacks GPS functionality. Because this customer was already enrolled, carrier customer database  330  need not be updated and the enrollment processing terminates at operation  355 . 
         [0036]    Enrollment process continues at operation  345  in the instance it is determined that customer  305  is newly enrolled and the associated mobile phone device  310  includes GPS functionality. Enrollment process  300  continues to operation  350  if it is determined that customer  305  was previously enrolled and the associated mobile phone device  310  also includes GPS functionality. From operations  345  and  350 , a GPS based service application is downloaded to the mobile phone device  310  via carrier network  320 . The GPS based application may be obtained from application server  365 . 
         [0037]    It is noted that the GPS based service application downloaded to mobile phone device  310  may be based on Java™ (e.g., J2ME), BREW (Binary Runtime Environment for Wireless), and other technology platforms. 
         [0038]    From operations  345  and  350 , carrier customer database  330  may be updated to include a record of the enrolled and GPS functionality capable customer. The record(s) may include an indication of the version of the GPS based application downloaded by mobile phone device  310 . 
         [0039]    From carrier customer database  330 , enrollment process  300  proceeds to transfer data including an indication of the enrollment status of customer  305  and the GPS functionality of mobile phone device  310  to customer server and service request database  302  where customer files, including updates, may be received from the carrier at operation  375 . Records received from carrier customer database  330  may be stored at a service (e.g., a roadside assistance service) customer database and may be accessed by a customer service representative  390  using, for example, a call center application  385 . 
         [0040]      FIG. 4  is an exemplary illustration of a service delivery process and system illustrating a process  400  for a request for service and delivery of the requested service, in accordance herewith. Customer  405 , enrolled or otherwise affiliated with a service, initiates a service request at operation  425  using mobile phone device  410 . Mobile phone device  410  may communicate with satellite  415  and other systems and devices (not shown) to obtain GPS data indicative of the location of customer  405  and/or vehicle  420 . Customer  405  may select an icon presented on a display of mobile phone device  410 , select a desired level of service at  430 , and, if requested or required, provide a security code or activate a security mechanism to continue with the service request. 
         [0041]    The call for service may be automated to commence upon selection of an icon, key, soft key, or other user input mechanism at mobile phone device  410 , including a particular sequence of icon, key, soft key, or other user inputs. The automated process may include dialing service provider  480  and sending the associated data without further input from customer  405 . 
         [0042]    Process  400  continues with at least one of operations  432 - 438 . At operation  432 , a call for service may be invoked using a call center application  475 . The call for service may include placing a voice call to a service provider  480  (e.g., call center customer service representative) and providing GPS data and customer information to the service provider  480  via a data transmission. At operation  440 , a particular problem(s) is indicated by customer  405 , GPS data associated with the customer/mobile phone device/vehicle is gathered, and diagnostics of vehicle  420  are run and reported (if available). The GPS data, level of service requested, and diagnostics may be transmitted via a data transmission to service provider  480 . 
         [0043]    As indicated at  442 , the call to service provider  480  may occur with all, one or more, or no service elements being pulled. The service elements relate to, for example, the problem prompting the service request  460 , GPS data  465 , and diagnostics  470 . 
         [0044]    The request for service may include a status check operation  434 . The status check operation may include, for example, providing customer  405  with an updated status regarding the status of a service request and an estimated time delivery for the requested service. The estimates for time of delivery for the requested service may be obtained from service provider  480  and delivered in a voice call and/or other electronic communication format (e.g., text message, email, etc.) in real-time or near real-time. 
         [0045]    The request for service may include providing personal information at operation  436 . Personal information operation  436  may include, for example, updating personal information on mobile phone device  410  so that a service request provides accurate information with regard to a service request, updating customer contact information, updating a security mechanism, and updating a customer and or system identification mechanism. The updated personal information may be sent in an initial the service request call or a subsequent call. 
         [0046]    The request for service may also include a diagnostics operation  455 . The diagnostics herein may include, for example, running a diagnostics application to gather information about vehicle  420  using a device or system interface therewith. Data gathered as a result of diagnostics operation  438  may be presented on a display screen of phone device  410  and conveyed to customer  405 , forwarded to service provider  480  (or others) via a wireless data transmission, messaging protocol, facsimile, email, and other modes of delivery. 
         [0047]    Service provider  480  may be presented with a variety of data as indicated at  485 . The data may be assembled based on both the data call and the voice call received as part of the service request initiated by customer  405 . The data may be further stored in a record(s) in database system  490 . Database system  490  may update records stored thereon based, for example, on information received as part of the request for service. 
         [0048]    The request for service process  400  continues with service provider  480  dispatching service provider personnel such as a responder  497  to customer  405  based on, for example, the level of service requested, the level of service required as determined by service provider  480 , an approved or authorized level of service, and available responders. The responder may be informed of the location and level of service requested via facsimile, electronic message, or a voice call, as indicated at  495 . 
         [0049]      FIG. 5  is an exemplary illustration of a service delivery process and system  500 , from a user perspective, in accordance with some embodiments disclosed herein. Accordingly, customer  505  initiates a voice call to a service provider  535  to request a particular service using mobile phone device  515 . In response to the service request call, GPS data, customer data, diagnostic data (if available) is gathered and forwarded in a data transmission to a call center for service provider  535  over a carrier network  520 , thereby invoking a call center application  525 . Call center application  525 , in cooperation and communication with customer database  530 , operates to collect, store, and update customer information relative to the request for service. 
         [0050]    Based on the voice call received from customer  505  and the data transmission associated with the request for service, a customer service representative or an automated process at service provider  535  determines a level of service to render in reply to the request for service from customer  505 . Module  540  is an exemplary illustration of some of the information provided at service provider  535  to facilitate responding to the request for service. 
         [0051]    Service provider  535  may determine that one of a plurality of levels of service should be rendered in reply to the request for service based on the information received and associated with the request for service. In  FIG. 5 , three levels of service  545 ,  550 , and  555  may be rendered. It should be appreciated that fewer, more, different, and alternative levels of service may potentially be rendered in some embodiments herein. 
         [0052]    Service level  545  is provided in the instance customer  505 , and in particular mobile phone device  515 , does not provide GPS data. Such a level of service responds to the request for service by rendering services not dependant on GPS data. 
         [0053]    Service level  550  is provided in the instance customer  505 , and in particular mobile phone device  515 , does provide GPS data. Such a level of service includes responding to the request for service by rendering services that, in some embodiments, depend or otherwise use the GPS data associated with the request for service. Exemplary details of service level  550  are shown in  FIG. 5 . 
         [0054]    Service level  555  is provided in the instance customer  505 , and in particular phone device  515 , provides GPS data and diagnostic information. Such a level of service includes responding to the request for service by rendering services that, in some embodiments, depend or otherwise use the GPS data associated with the request for service. Further, response  555  may be particularly configured to suit customer  505  based on the diagnostic information received by service provider  535 . Exemplary details of service level  555  are shown in  FIG. 5 . 
         [0055]    Process  500  continues with service provider entity  535  by dispatching a responder to respond to the customer request for service at  560 . The dispatch may be sent to a responder at  565  that is to deliver the requested service at  570  after service provider  535  determines which level of service is to be delivered in response to the customer&#39;s request for service. 
         [0056]      FIGS. 6-8  provide an overview of a service delivery process and system, in accordance with some embodiments herein.  FIG. 6  relates to a service delivery process  600  that includes a call center  605  operating in cooperation with an application and hosting environment  610  to deliver a service to a customer  615 . The delivery process begins with customer  615  requesting the service (i.e., roadside assistance) due to, for example, an emergency related to vehicle  620 . The request may be made through a user interface of phone device  625 . A location of phone device  625  may be obtained or determined by GPS satellite  635  and a mobile application  640  to facilitate the request. Application services  645  may be invoked to further process the request for service via phone device  625 . A record of the request and information related thereto (e.g., GPS location, level of service desired, etc.) may be maintained at database  650 . 
         [0057]    Web services  655  may be used to convey information related to the request for service (i.e., incident data) to call center  605 . Call center application  660  may request general or specific information regarding the request for service including, for example, information contained in the record of the request for service stored in database  650 . Requested incident data may be delivered to call center application  660  in reply to the request for information from call center application  660 . The delivered incident data may be further delivered to service provider customer service representative  665 . Customer service representative  665  may also receive a voice call from customer  615 . Customer service representative  665  may be able to further process the request for service given the reception of the voice call and the incident data transmission. 
         [0058]      FIG. 7  further illustrates aspects of the service delivery process. In particular,  FIG. 7  illustrates a customer service status update process  700 . An incident status may be updated with applications by a customer service representative  780  at a call center  705  for a service provider  705 A call center application  755  may be used to provide updated status information to an application and hosting environment  710 . The application and hosting environment  710  may provide the updated status information by a call center application  755 . The updated status information may include, for example, a MIN or other identification key. 
         [0059]    Web services  750  operate to receive the updated status information, as shown in  FIG. 7 . The updated status information or a corresponding record thereof may be saved in database  740 . Also, web services  750  may send a communication (e.g., text message, SMS message, etc.) to a mobile application loaded on phone device  725  to wake-up or invoke the mobile application with at least some of the updated status information to provide a status update to customer  715  via phone device  725 . Mobile application  730  may access database  740  using an application service  735  (if necessary or selected). The updated status information which is updated based on input from customer service provider  780  and may include a comparison with a record in database  740  is provided, displayed, or otherwise presented to customer  715  located at or associated with vehicle  720  by transmitting the updated status information to mobile phone device  725 . 
         [0060]      FIG. 8  illustrates aspects of the service delivery process. In particular,  FIG. 8  illustrates a customer service confirmation and survey process  800 . Process  800  may begin with customer  815  associated with a vehicle  820  initiating a confirmation process through a user interface of phone device  825 . Customer  815  may be asked to confirm information related to the delivery of a service and to participate in a survey regarding the delivery of the service. 
         [0061]      FIG. 8  also illustrates aspects of the service delivery process. In particular,  FIG. 8  illustrates a confirmation and survey aspect, process  800 , for the service delivery process. Process  800  may include a call center  805  operating in cooperation with an application and hosting environment  810  to provide the confirmation and survey aspects of the service delivery process to customer  815 . Process  800  may begin with customer  815  initiating confirmation of a service (i.e., roadside assistance) delivery regarding, for example, vehicle  820 , using a user interface present on phone device  825 . Mobile application  830  may be invoked to initiate the confirmation and survey input by customer  815 . Application services  835  may be invoked to further process and deliver a record of the confirmation and survey results to a database  840 . 
         [0062]    Web services  845  may be further used to convey information related to the confirmation and survey results, including incident data, to call center  805 . Call center application  850  may request general or specific information or data regarding the confirmation and survey results updated since a specific time and/or upon completion of a survey. The confirmation and survey results may be delivered to a service provider  860  (or a proxy or agent of the service provider). The confirmation and survey results may be used to, for example, monitor, enhance, modify, and improve the efficiency of services delivered by service provider  860 . 
         [0063]    In certain embodiments, the present invention may be partially or wholly implemented with a computer-readable medium, for example, by storing computer-executable instructions or modules, or by utilizing computer-readable data structures. Of course, the methods and systems of the above-referenced embodiments may also include other additional elements, steps, computer-executable instructions, or computer-readable data structures. 
         [0064]    Although the present invention has been described with respect to particular embodiments, including alternative arrangements thereof, those skilled in the art will note that various substitutions may be made to those embodiments and arrangements without departing from the spirit and scope of the present invention.