WO2000073969A1

WO2000073969A1 - A method for ordering an item

Info

Publication number: WO2000073969A1
Application number: PCT/US2000/014931
Authority: WO
Inventors: Geoffrey M. Jacquez
Original assignee: Jacquez Geoffrey M
Priority date: 1999-06-01
Filing date: 2000-06-01
Publication date: 2000-12-07
Also published as: CA2375439A1; EP1192577A4; EP1192577A1

Abstract

A method of ordering an item or product from an electronic commerce (E-commerce) web site over the Internet. The method comprises the steps of: directing a customer to the E-commerce web site by advertising and the like, categorizing the customer by determining if the customer requires a purchase, support or a license, determining the specific product, support or license desired by the customer based upon the categorization of the customer, and initiating a help software program associated with the categorization of the customer to guide the customer through the E-commerce web site such that the ordering of the product or license may be fulfilled.

Description

A METHOD FOR ORDERING AN ITEM

BACKGROUND OF THE INVENTION

1) TECHNICAL FIELD

The subject invention relates to a method of ordering an item or product from an electronic commerce web site over the Internet.

2) DESCRIPTION OF THE PRIOR ART The Internet includes a vast number of computers and computer networks that are interconnected through communication links. The interconnected computers exchange information using various services, such as electronic mail and the World Wide Web. The World Wide Web is particularly conducive to conducting electronic commerce (E-commerce). In fact, in recent years conducting E-commerce over the Internet has become increasingly popular.

Many web servers have been developed through which vendors can advertise and sell their products. The products include items that can be delivered digitally to the customer over the Internet and items that are delivered through conventional distribution channels, e.g. a common carrier. The vendor may provide an electronic version of a catalog that lists the items available for purchase. The customer may browse through the catalog and select items to be purchased. The customer then provides order information which may include the customer's name, the customer's credit card number, and a shipping address for the order, either by common carrier or electronic mail. Both the customer and the vendor want to ensure the security of the information provided during the purchase. Various encryption techniques are typically used when transmitting such information to ensure the confidentiality of the information.

Although the known processes for ordering items over the internet may function to complete the desired task, there are a number of improvements which can be made to the current systems. In particular, many interactions between the customer and the web site are typically performed without the benefit of computer aided assistance. In other words, if the customer gets confused or frustrated there are typically no means to ask questions and get immediate responses. Further, the known systems do not interact with the customer in updating the customers knowledge of a particular product or related products.

SUMMARY OF THE INVENTION AND ADVANTAGES

The subject invention includes a method of ordering an item from an E- commerce web site. The method comprises the steps of; directing a customer to the E- commerce web site, categorizing the customer by determining a general need of the customer, determining a specific need of the customer based upon the categorization of the customer, and initiating a help software program associated with the categorization of the customer to guide the customer through the E-commerce web site such that the ordering of the item may be fulfilled.

Accordingly, the subject invention incorporates at least one help software program to assist in guiding the customer through the web site toward a purchase. The customer can ask questions and get immediate responses. Further, the help programs can educate the customer on a particular product and suggest new, alternative, or improved products.

BRIEF DESCRIPTION OF THE DRAWINGS

Other advantages of the present invention will be readily appreciated as the same becomes better understood by reference to the following detailed description when considered in connection with the accompanying drawings wherein:

Figure 1 is a schematic view of a methodology in accordance with the subject invention; and Figure 2 is a schematic view of the methodology illustrating an alternative order of steps.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

Referring to the Figures, a method of ordering an item from an electronic commerce (E-commerce) web site over the Internet is generally shown. The objective of the subject method is to make the trying out and purchasing of digital products and convenient as possible so as to maximize sales. Digital products can be distributed in electronic and/or digital formats. Such digital products include, but are not limited to, software, data products, music, books, satellite images, renderings, and photographs.

As will be discussed in greater detail below, the method preferably supports four types of activities, namely product purchasing, product support, product licensing, and other needs which can be handled by a service representative. Of course the subject invention is not required to have each of these support activities nor is the subject invention limited in scope to these activities.

Initially a customer is directed or recruited to the E-commerce web site.

This may be accomplished through advertising, web-based recruitment agents, and or search engine loading. Recruitment agents utilize software agents or programs that direct the customer to the web site. Search engine loading is the provision of information to web search engines to preferentially identify the web site.

The customer is then identified as a new customer or a repeat customer. New customers typically have been recruited through the advertising channels and have yet to purchase a product. Repeat customers have purchased before and wish to either purchase another product or renew an expired license. Another class of customers are ones who have been using unauthorized copies of a digital product and will want to renew an expired license. The licensing aspects of the subject invention will be discussed in greater detail below. The next step is to categorize the customer by determining a general need or motivation of the customer. To evaluate the general need of the customer, the customer will preferably interact with a categorizing help software program or with a human service representative. The help software programs of the subject invention will be discussed below. The categorizing of the customer determines if the customer requires product purchasing, product support, product licensing or a service representative to handle other specialized needs. As appreciated, there may be additional or fewer categories for the customers as desired.

A specific need of the customer is then determined based upon the categorization of the customer. The specific need of the customer will typically be the digital product desired (for example a particular book), the specific question to be answered by the product support (for example "how do I obtain a digital copy of the book?"), or the licensing product desired (for example renewing a license for the book). Determining the specific need spans a wide variety of needs and desires of the customer which are only limited by the E-commerce site itself.

A help software program associated with the categorization of the customer is then initiated to guide the customer through the E-commerce web site such that the ordering of the item may be fulfilled. The initiating of the help software program is further defined as initiating a purchasing help program, a support help program, or a licensing help program depending upon the associated categorization of the customer. Hence, there are at least four help programs, namely the categorizing help program, purchasing help program, support help program, and licensing help program. The subject method may employ additional or fewer help programs as desired without deviating from the overall scope of the subject invention. The help programs are preferably employed wherever possible to minimize staffing and perform repetitive activities.

As illustrated in the differences between Figures 1 and 2, the specific order between the steps of determining the specific need and initiating the help programs may be interchanged. In other words, the specific need may be determined before the help program is initiated (Figure 1) or the help program may be initiated before the specific need is determined (Figure 2). Further, these steps may be interchanged for one activity in comparison to another activity. For example, the product purchasing may determined the specific need first while the product support initiates the support help program first. As appreciated, there are nine different scenarios in which the three illustrated activities could interchange the specific need and help program steps. In addition, the order of many other steps in the subject method may also be interchanged without deviating from the scope of the subject invention.

The help software programs utilize a natural language simulator to interact with the customer in a completely natural language conversation. The objective of the help programs is to assist the customer by providing knowledge, answering questions and guiding the customer through the transaction at hand. The knowledge of each help program is from a well defined database which is specific to the category in which it is associated. For example, the purchasing help program will have extensive knowledge of the product, related products and improvements to the product. As also discussed below, the help program may assist in guiding the customer through the entire transaction.

The natural language conversations between the associated help software program and the customer can be recorded and stored in the database whereby future transactions may refer to the database for the customer. Human service representatives are available for queries outside of the help programs knowledge databases. The need for human intervention can be determined and human intervention can be accessed in a natural language format such that interaction with the associated help program and a human representative appears seamless to the customer. The specifics of the help programs and their operation are disclosed and claimed in co-pending application serial no. (Docket No. 68,007-012) which is herein incorporated by reference.

If a customer is desirous of purchasing an item then the customer is categorized as requiring product purchasing. After the purchasing help program is initiated, transaction handling of the item or product takes place. Preferably, the item or product can be downloaded from the E-commerce web site to fulfill the product purchasing. Product fulfillment relies on immediate product downloads to eliminate shipping and product handling. The subject E-commerce method reduces to zero or minimizes order handling and inventory. As appreciated, traditional methods of common carrier transportation will also be available. For certain products or for certain users it may not be possible to transmit the digital product over the Internet. In these instances the digital product, along with its license, can be sent by courier or mail on CD-ROM, floppy, or other magnetic or digital media. The transaction handling may also involve directing the customer to a secure fax site for faxing orders, handling of personal checks by mail, and/or cash transactions and other payment arrangements.

Once a product need is determined, the objective is to obtain an on-line sale in that session. Frequently, one tool for accomplishing the sale is a product demonstration to the customer. The demonstration may be accomplished interactively on the E-commerce site, or by downloading a digital product with a time-limited license for a limited demonstration period. The demonstration is an optional feature which may be initiated automatically, initiated by a request from the customer or not be available at all. To additionally assist the customer, the steps of downloading and demonstrating the item will preferably utilize the purchasing help program.

The purchasing of the product now takes place which involves the processing of payments for the products and services. To complete the sale, a secure on-line credit transaction will be performed by purchasing the downloaded item over a secure network. The on-line credit transaction provides immediate payment for the vendor. To the extent possible, one object of the subject invention is to provide immediate payment followed by immediate product fulfillment. If a customer is desirous of obtaining support or assistance, the customer is categorized as requiring product support. The natural language conversations discussed above take place until the customer's queries are all answered. As also discussed above, a service representative may be contacted.

If a customer is desirous of obtaining or updating a license, the customer is categorized as requiring product licensing. After the licensing help program is initiated, transaction handling of the license takes place. Preferably, the license is downloaded from the E-commerce web site. Further, the licensing help program is preferably utilized when downloading the license. As discussed above, the transaction handling may also involve directing the customer to a secure fax site for faxing orders, handling of personal checks by mail, and/or cash transactions and other payment arrangements.

A license may be embedded within the purchased item discussed above such that a license is simultaneously downloaded with the downloading of the item from the E-commerce web site. Digital products are preferably sold incorporating time-delimited licenses with a license code embedded in the digital product.

The downloading of the license may include a downloading of a monitoring software. In particular, distributed client-server software products will involve downloading of the client and/or server application. The client-server software products are software programs in which several users interact with the application via software clients that access the server. This model is frequently used in enterprise- level software applications. After downloading, the client will invoke a server that runs at a remote location. The client may appear as part of the customer's desktop, and it may be platform independent. Secure techniques used in the client and/or server will measure software usage to monitor licensing compliance. The downloading of the license may also or alternatively initiate a code recognition program to selectively determine the status of the license. Serial software products are stand-alone and include but are not limited to WIN 9X/NT/2000 products. These executable are injected with the license code. The recognition program looks for a specific licensing string which is either part of the executable or is a separate file stored on disk. The license may be time limited and/or use limited. The recognition program records the time on the computer when the executable was first installed, allowing monitoring of clock resetting.

The license code is issued by the E-commerce site and may be either part of the digital product or a separate file. The license code is encrypted and contains an expiration date, duration of use, or both. It may also identify the purchaser so the authorized licensee can be identified whenever the digital product is used. The license code is injected into the digital product and is invoked whenever the digital product is accessed. Hence, the status of the license is determined each time the digital product is accessed. If the license code is not found then the digital product terminates. If the license code is found, the recognition program interprets the licensing information. The program records the current date on the hardware platform and the duration of time the digital product was in use. The product or item is allowed to operate as normal if the license has not expired. A warning is forwarded to the customer if the license is soon to expire. The program also gives the customer the option to renew the license early. The customer is directed on how to renew the license if the license has expired. The products stays on the hardware platform, along with its files, but the product cannot be accessed without first renewing. If the user is on-line the recognition program can automatically take the user to the E-commerce site for renewal. The purchasing of the license now takes place which involves the processing of payments for the license and services. As discussed above with reference to the product purchasing, to complete the sale, a secure on-line credit transaction will be performed by purchasing the downloaded item over a secure network. The on-line credit transaction provides immediate payment for the vendor. To the extent possible, one object of the subject invention is to provide immediate payment followed by immediate product fulfillment.

Once the transaction is complete and the specific need or support has been fulfilled, exit processing takes place. The exit processing may involve as many or as few steps as desired by the vendor. Exit processing may include the forwarding of a confirmation sheet of the order, a "Thank You" for visiting the web site, a suggestion for future sales or products and services, information about the vendor and the like. After the exit processing the customer is preferably returned to the categorizing of the customer in order that another E-commerce transaction may take place, if desired.

The invention has been described in an illustrative manner, and it is to be understood that the terminology which has been used is intended to be in the nature of words of description rather than of limitation. Many modifications and variations of the present invention are possible in light of the above teachings. It is, therefore, to be understood that within the scope of the appended claims the invention may be practiced otherwise than as specifically described.

Claims

JO-CLAIMSWHAT IS CLAIMED IS:

1. A method of ordering an item from an E-commerce web site, said method comprising the steps of; directing a customer to the E-commerce web site, categorizing the customer by determining a general need of the customer, determining a specific need of the customer based upon the categorization of the customer, and initiating a help software program associated with the categorization of the customer to guide the customer through the E-commerce web site such that the ordering of the item may be fulfilled.

2. A method as set forth in claim 1 wherein the categorizing of the customer is further defined as categorizing the customer as requiring product purchasing, product support, product licensing or a service representative.

3. A method as set forth in claim 2 further including the step of initiating a categorizing help software program to assist in categorizing the customer.

4. A method as set forth in claim 2 wherein the initiating a help software program is further defined as initiating a purchasing help program, a support help program, or a licensing help program depending upon the associated categorization of the customer.

5. A method as set forth in claim 4 wherein the categorization of the customer is further defined as requiring product purchasing.

6. A method as set forth in claim 5 further including the step of downloading the item from the E-commerce web site to fulfill the product purchasing.

7. A method as set forth in claim 6 further including the step of demonstrating the item to the customer.

8. A method as set forth in claim 7 further including the step of utilizing the purchasing help program when downloading and demonstrating the item.

9. A method as set forth in claim 6 further including the step of embedding a license within the item such that a license is simultaneously downloaded with the downloading of the item from the E-commerce web site.

10. A method as set forth in claim 6 further including the step of performing a secure on-line credit transaction by purchasing the downloaded item over a secure network.

11. A method as set forth in claim 4 wherein the categorization of the customer is further defined as requiring product licensing.

12. A method as set forth in claim 11 further including the step of downloading a license from the E-commerce web site.

13. A method as set forth in claim 12 further including the step of utilizing the licensing help program when downloading the license.

14. A method as set forth in claim 12 wherein the downloading of the license is further defined as downloading a monitoring software.

15. A method as set forth in claim 12 further including the step of initiating a code recognition program to selectively determine the status of the license.

16. A method as set forth in claim 15 wherein the determining of the status of the license is further defined as allowing the item to operate as normal if the license is not expired, forwarding a warning to the customer if the license is soon to expire, and directing the customer on how to renew the license if the license has expired.

17. A method as set forth in claim 4 wherein the help software programs utilize a natural language simulator to interact with the customer in a completely natural language conversation.

18. A method as set forth in claim 17 further including the step of recording and storing the natural language conversation between the associated help software program and the customer in a database whereby future transactions may refer to the database for the customer.

19. A method as set forth in claim 18 further including the step of determining the need for human intervention and accessing human intervention in a natural language format such that interaction with the associated help program and a human representative appears seamless to the customer.

20. A method as set forth in claim 1 further including the step of returning to the categorizing of the customer once the specific need has been fulfilled.

21. A method as set forth in claim 1 wherein the directing of the customer to the E-commerce web site is further defined as utilizing a software program to direct the customer to the web site.

22. A method as set forth in claim 1 further including the step of identifying the customer as a new customer or a repeat customer.