Automated customer interface for services involving drop-off and pickup

Claims

We claim:

1. A system for automated drop-off and pickup of laundry and dry cleaning orders, remote from a central dry cleaning/laundry plant, for unattended use by customers, comprising:

a storage facility for garment bags, soiled garments of unprocessed orders and processed laundry/dry cleaning orders, including means for storing garment bags and processed orders in positions for retrieval,

a customer interface panel at the front of the storage facility,

retrieval means in the storage facility for retrieving a garment bag or a processed order upon receipt of an appropriate command,

the customer interface panel including card reader means for reading encoded information on a customer's non-dedicated general purpose credit card, display means for presenting information and instructions to the customer, menu means for displaying to the customer a menu of services for selection for the customer's order, customer input means for enabling the customer to select desired services from the menu of services in accordance with the items the customer is dropping off, and printer means for printing and outputting to the customer a receipt reflecting the services selected by the customer on the customer input means,

a door adjacent to the interface panel between the customer's position and the storage facility, including door opening and closing means,

computer means including memory means, for issuing appropriate instructions to the customer on the display means after receiving information from the customer's credit card; for receiving the customer's input on the input means; for issuing a command to the retrieval means if the customer's order has been processed and placed in the storage means, to go to a particular storage position in the storage facility to retrieve the processed order and bring it to the door and open the door to enable the customer to remove the processed order; for creating and storing a transaction record of each transaction; and for driving the printer means and other functions.

2. The system of claim 1, wherein the computer means include means for generating and recording in memory a transaction record with a customer's drop-off order identified by the customer's credit card information and retaining the record of the customer's drop-off order in memory until the customer retrieves the processed order, and card-responsive means for searching memory for a dropped off order of a customer whenever that customer's credit card is inserted and read by the card reader means, and for (1) if the drop-off order has not been processed and returned to the storage facility, causing the display means to display a message that the order has not yet been completed, (2) if the drop-off order has been processed and returned, issuing a command to the retrieval means to retrieve the processed order from a storage position associated with that order, and to bring the order to the door and open the door to enable the customer to remove the processed order, and (3) if there is no drop-off order for this customer in memory, and the customer indicates this is a new order, causing the retrieval means to deliver a garment bag to the door and open the door to enable the customer to place his soiled garments in the bag for drop-off.

3. The system of claim 2, wherein the card-responsive means includes position-assigning means for, under condition (3), also associating the customer by his credit card information with a particular position in the storage facility not occupied by a processed order and retaining this position association in memory until the customer's processed order is picked up.

4. The system of claim 3, wherein the card-responsive means includes storage position scanning means for determining conditions (1) and (2) by scanning the particular position associated with the customer and determining whether a processed order is there.

5. The system of claim 1, wherein the display means includes a video monitor and means for displaying an instructional demonstration video program to a customer.

6. The system of claim 1, wherein the display means includes means connected to the customer input means for displaying the customer's selected order for services to the customer and for enabling the customer to enter or cancel the order before the receipt is printed by the printer means and output to the customer.

7. The system of claim 1, further including means associated with the customer input means and the display means for requesting the customer on drop-off to input his telephone number, for communication by the central plant with the customer if necessary.

8. The system of claim 1, further including the telephone means with rapid dialing means for dialing the telephone number of the central plant upon a telephone activation input by the customer, for customer communication with the central plant for problems, complaints and special requests.

9. The system of claim 8, wherein the telephone means includes download modem means for communicating with a computer at the central plant and downloading information from the memory means relating to all drop-off and pickup transactions for a preselected period upon receipt of a download command.

10. The system of claim 1, further including a daily transaction printout means connected to the computer means for printing out behind the interface panel a compilation of all drop-off and pickup transactions for a selected period of time, said compilation not being accessible to the customer.

11. The system of claim 1, wherein the card reader means comprises a magnetic strip card reader.

12. The system of claim 1, further including automatic debit means for automatically charging the customer's non-dedicated general purpose credit card account at the time of drop-off, based on the order for services as selected by the customer.

13. The system of claim 1, further including means for handling other, non-laundry/dry cleaning services, and said customer input means including means enabling the customer to select such other services and to drop off and pick up items corresponding to such other services.

14. A method for providing consumer laundry and dry cleaning services by customer interface at a plurality of automated, unattended machine facilities remote from and serviced by a central dry cleaning/laundry plant, comprising:

(1) providing the automated machine facilities at locations remote from the central plant and on a service route from the central plant, each machine facility having: a storage facility for garment bags, soiled garments of unprocessed drop-off orders, and processed laundry/dry cleaning orders for pickup; means for storing processed orders in positions for retrieval; retrieval means in the storage facility for retrieving a processed order upon receipt of an appropriate command; a customer interface panel at the front of the storage facility, including card reader means for reading encoded information on a customer's non-dedicated general purpose credit card, display means for presenting information and instructions to the customer, menu means for displaying to the customer a menu of services for selection for the customer's order, customer input means for enabling the customer to select desired services from the menu of services in accordance with the items the customer is dropping off, and printer means for printing and outputting to the customer a receipt reflecting the services selected by the customer on the customer input means; a door adjacent to the interface panel between the customer's position and the storage facility, including door opening and closing means; and computer means including memory means, for issuing appropriate instructions to the customer on the display means and for storing orders and position locations in memory and operating the retrieval means and processing information relative to the handling of a customer's order and all transactions with the customer;

(2) at each automated machine facility, performing the following steps for a customer:

(a) on the display, instructing the customer to insert a general purpose credit card for drop-off or pickup services,

(b) automatically reading encoded information from the customer's credit card with the card reader means,

(c) searching memory with the computer means for a record of an order previously dropped off by this customer by association with this credit card,

(d) if a record is found of an order for this customer, but the order has not been processed and returned, informing the customer on the display that the order is not yet ready,

(e) if a record is found of an order of the customer and the order has been processed and returned, automatically instructing the retrieval means to retrieve the processed order and bring it to the door and open the door with the order within the customer's reach so that the customer can take the processed order,

(f) if the customer desires to leave a drop-off order, and no record is found of a drop-off order in process for this customer, delivering to the customer a drop-off garment bag and instructing the customer to place items for processing in the drop-off bag, and instructing the customer on the display to select and input the order on the customer input means, as to what garments are placed in the drop-off bag and what services are being selected from the menu of services, and placing the bag with the garments in the storage facility for later pickup by a route driver,

(g) creating a computer record of the transaction which has occurred, including a record that a processed order has been picked up if that is the case, or a record that a new drop-off order has been taken if that is the case, and, if a drop-off order, printing out a receipt for the customer to take, reflecting the customer's order as input by the customer on the input means;

(3) manually collecting drop-off orders from the machine facilities by a route driver who travels between the central dry cleaning/laundry plant and the machine facilities, and at the same time bringing processed orders from the central plant and placing them in the storage facility each at an assigned position for later retrieval by the retrieval means, and delivering the drop-off orders to the central plant;

(4) communicating a record of the contents of each drop-off order as input by the customer, to the central plant;

(5) at the central plant, checking the contents of each drop-off bag against the record of what the customer has input as his order;

(6) at the central plant, processing the drop-off orders and packaging them for return to the automated machine facilities; and

(7) manually delivering the completed, processed orders to each respective automated machine faciility using the route driver, who repeats step (3) for each automated machine facility on his route.

15. The method of claim 4, wherein step (2)(f) includes creating and storing in memory a storage facility position association with the customer's credit card identification, and retaining the association until the customer picks up the processed order, so that a storage position is reserved for that customer and is associated with that customer from drop-off until pickup, and wherein step (2)(e) includes instructing the retrieval means to go to the associated position to retrieve the processed order, and wherein step (3) includes the route driver's placing each of the processed orders at the respective associated position, as identified on a receipt with the processed order, and including deleting the position/customer association upon a customer's pickup of his processed order.

16. The method of claim 14, further including providing telephone means with automatic dialup means at the automated machine faciliteis for customer communication with the central dry cleaning/laundry plant for problems, complaints and special requests, and including instructing the customer to activate the telephone means to call the central plant by entering an instruction, in the event of such problems, complaints and special requests.

17. The method of claim 14, further including in step (2)(g), creating with the record an association between the customer's credit card indentification and a bag number of a bag issued to the customer, so that the customer's order can be tracked by bag number as well as by customer credit identification and by transaction record.

18. The method of claim 14, further including recording with the computer transaction record the date, time and identification of the particular automated machine facility for each transaction with a customer.

19. The method of claim 14, further including, on reading a customer's credit card, requesting the customer on the display to indicate with the customer input means whether he intends to pick up an existing order or drop off a new order.

20. The method of claim 14, further including in step (2)(g), creating with the computer transaction record an association between the customer's credit card information and a particular position in the storage facility, and issuing a garment bag from that storage position to the customer.

21. The method of claim 20, further including creating with the transaction record an association between the customer's credit card information and a bag number of the garment bag issued to the customer.

22. The method of claim 14, wherein the communicating step of step (4) comprises the route driver's delivering to the central plant with each garment bag a record of the contents of each drop-off order as input by the customer and as collected by the route driver with each garment bag.

23. The method of claim 22, further including communicating the record of each customer drop-off order via the computer means and a telephone line and modem, to a central computer at the central plant.

24. The method of claim 22, further including automatically instructing the customer on drop-off to place a copy of the customer receipt/transaction record in the garment bag with his soiled garments.

25. The method of claim 14, further including in step (2), displaying a request to the customer to input his telephone number on the customer input means, and storing the telephone number in memory and communicating it to the central plant, in case of problems with the order discovered at the central plant.

26. In a system for rendering services for customers involving drop-off and pickup of items by the customer, a customer interface outlet for automated, attendant-free customer interface, comprising:

a storage facility for storing securely a large number of different items to be dispensed to customers,

an interactive customer interface panel connected to the storage facility, including card reader means for reading encoded information from a customer's non-dedicated general purpose credit card, display means for presenting information and instructions to the customer, menu means for displaying to the customer a menu listing of services for selection by the customer, customer input means for enabling the customer to select desired services from the menu of services, and printer means for printing and outputting to the customer a receipt reflecting the services selected by the customer on the customer input means,

retrieval means in the storage facility for retrieving an item selected by the customer upon receipt of an appropriate command,

a door in the customer interface panel between the customer's position and the storage facility, including door opening and closing means, and

computer means comprising a general purpose computer and a memory, for issuing appropriate instructions and information to the customer on the display means after receiving information from the customer's credit card; for receiving the customer's input on the customer input means, for issuing a command to the retrieval means to retrieve the customer's order from the storage facility; and for creating and storing in memory a transaction record of each transaction with a customer, including drop-off and pickup by the customer, identifying the customer by credit card information, and for driving the printer means including printing said customer receipts based on the transaction record.

27. A system according to claim 26, further including telephone means with modem means and auto dialer means, for networking the customer interface outlet via the computer means with a control center for exchange of information between the control center and the customer interface outlet, including communication of the transaction records from the customer interface outlet to the control center.

28. A system according to claim 27, wherein the services are laundry/dry cleaning services, the control center comprising a central laundry/dry cleaning processing plant, and wherein the items to be dispensed to customers are processed customer garments.

29. A system according to claim 28, wherein the telephone means includes customer to plant communication means for enabling the customer to call up the central laundry/dry cleaning processing plant using the auto dialer means by the pressing of a button, for discussing problems, complaints and special requests.

30. A system according to claim 27, wherein the telephone means includes customer to control center communication means for enabling the customer to call up the control center using the auto dialer by the pressing of a button on the customer interface panel, for discussing problems and complaints.

31. A system according to claim 26, wherein computer means further includes automatic debiting means for creating a debit against the customer's general purpose credit card account for the services selected.

32. A system according to claim 31, further including automatic card verification means associated with the card reader means and the computer means for automatically verifying the validity of a customer's credit card for the services selected, and including a telephone line and modem means and auto dialer means connected to the computer means, for communication over the telephone line with a credit card verification center for said verification of card validity.

33. A system according to claim 26, wherein the services are rental services for renting to customers a variety of items in the storage facility, and including item locator means for identifying the location of a selected item in the storage facility to enable retrieval of the item by the retrieval means.

34. A system according to claim 33, wherein the item locator means comprises means assigning a position location in the storge facility for each item offered and for retaining in the memory an association between each item and its respective position location, so that the computer means can issue a command to the retrieval means to go to a particular position in the storage facility to retrieve an item selected by the customer on the customer input means.

35. A system according to claim 33, wherein the item locator means comprises a readable identification code on each item held for rental in the storage means, and a code scanner means associated with the retrieval means for scanning the identification codes of items in the storage facility until a selected item is found.

36. A system according to claim 35, further including return item verification means for again scanning the returned rental item with the code scanner on the customer's return of the item to verify that the correct item is being returned.

37. A system according to claim 35, wherein the readable identification code is a bar code.

38. A system according to claim 26, further including item locator means associated with the retrieval means and the computer means, for identifying the location of an item to be picked up by the customer to enable retrieval of the item by the retrieval means.

39. A system according to claim 38, wherein the item locator means comprises a readable identification code on each item held in the storage facility for pickup by customers, and a code scanner means associated with the retrieval means for scanning the identification codes of items in the storage facility until an item to be picked up by the customer is found.

BACKGROUND OF THE INVENTION

The invention relates to automated customer interface in the provision of retail services, and more particularly to a method and system for providing services such as laundry/dry cleaning services, photoprocessing services, shoe shine and repair services, video rental and similar services using a network of attendant-free kiosk-like automated machine facilities at which a customer drops off an order and later picks up the processed order ordinarily without the necessity of any human interface. The invention relates to the use of a customer's general purpose, undedicated charge card for identifying the customer's order and for automatic billing of the customer for services.

Laundry and cleaning drop-off and pickup facilities having some degree of automated operation have been known prior to the present invention. For example, automated drop-off and pickup facilities (sometimes attended and sometimes unattended) principally for limited associated groups as in uniform cleaning services in hospitals for use with dedicated cards or "club cards" held by members of the limited group, are described in a series of British patents: Nos. 1,107,988; 1,316,453; 1,317,306; 1,423,135; 1,604,040; and 2,080,264.

The above-listed patents disclose a mechanical garment retrieval system or "gantry" system which can be used in the system of the present invention. The patents also disclose the use of a computer, connected to a keyboard, display and printer, as well as to a card reader and a control for the mechanical retrieval and door-operating functions of the system, but the use of the computer is extremely limited. Array lookup is utilized in conjunction with the card or token reader to locate a storage position with a customer's processed order, or to find an available storage position for a new order, and the present invention can employ something similar to this as one limited aspect of customer order handling.

The British patents disclose systems only for use with dedicated or "club" cards held by members of a closed, limited group--tokens or punched cards, for example, can be used to represent the customer and sometimes an account balance. Unlike the present invention, the systems disclosed in the British patents do not permit the use of a general purpose, undedicated charge card such as MasterCard or Visa for identifying a customer and for triggering the taking of an order or the completion of an order by automatic delivery of serviced goods to the customer. Thus, the systems of the British patents cannot be used for general retail services for handling the order of any customer approaching an automated machine facility, previously unknown to the system.

Further, the systems of the British patents do not disclose interactive customer interface with the order processing system. A keyboard disclosed in British Patent No. 2,080,264 is for use by an attendant of the facility, not a customer. Thus, in the disclosed systems there is no provision for a customer to select from a menu of services and to input an order for a variety of different requested services, reflecting a variety of different items the customer drops off (or picks up) at the facility.

Further, the systems disclosed in the prior patents did not take advantage of computer networking for the transfer of information relating to orders and transaction records generated at a number of remote facilities, for communicating information to a central plant. In fact, the prior systems did not include the generation of a transaction record, identified by a transaction number (or other unique identification) for each order taken from a customer, with each transaction record being useful for (a) providing a confirmation or temporary receipt for a customer, through the printer, (b) providing a customer order record for receipt by the central plant, for verification against the actual items deposited by the customer, the record being communicable to the central plant either by a printed receipt transported to the plant by a route driver picking up orders or by modem transmission from the automated facility to the central plant, or both, and (c) for storing in memory for reference when the customer returns to pick up a processed order.

In summary, previous systems which have attempted any form of automation in providing customer services efficiently through a series of remote and substantially unattended facilities have not included key elements which form a part of the present invention, and without these key elements the prior systems did not have the capability of functioning as a reliable attendant-free customer interface for retail services, generally in the manner of an automated teller machine.

SUMMARY OF THE INVENTION

It is an object of the present invention to integrate a number of features and concepts to greatly extend the range of customer interfacing and automated provision of retail services as compared to previous systems such as those disclosed in the cited British patents.

In accordance with the present invention a general purpose computer is used to augment the interface between a card reader and a garment retrieval device (or other processed order retrieval or rental item retrieval). The system of the invention is activated by any non-dedicated, general purpose credit card (such as MasterCard or Visa), from any customer whether or not the customer has ever used the system previously. This makes the system adaptable to a wide variety of retail services, not restricted to a group or club holding dedicated cards controlled by the system and solely for this system, and requires no previous registration with the system. It enables the identification of an order by the customer's credit card data (usually contained in a magnetic strip on the credit card), and it enables debiting of the customer's account. It also enables automated verification of credit, or validation of the credit card, prior to the rendering of services.

The invention also involves creation of a transaction record for each transaction taking place at each automated customer interface machine facility. The transaction records are important for tracking of orders and computer processing of orders, as well as for producing customer receipts and customer input records for the central plant and for compiling daily transaction lists and permanent statistical records for each remote automated facility organized as desired.

The use of a general purpose computer is a very important aspect of the invention. The computer is networked with a central computer at the central processing plant; it takes information from the credit card reader to find a processed order or to take a new order; it interacts with the processed order retrieval device; it operates a display for giving customer information and instructions; it receives a customer's interactive input of requested services at the customer interface; it creates the transaction records of all transactions; it may operate a modem and auto-dialup for downloading information to the central plant or for receiving instructions or information from the plant; it may run a disk drive; and it drives one or more printing devices.

Interactive customer interface is a central feature of the present invention. Instead of receiving a token or dedicated card as its only input from a customer, the system of the invention provides for menu selection by the customer and specific listing by the customer of selected services desired with the order. The customer input may be by keyboard, touchscreen, light pen, mouse or other input devices. The system may use an augmented key field, whereby the customer's credit card identification is associated with a transaction key or identifier, which in turn is associated with a garment storage position.

In one aspect of the invention, a system for automated drop-off and pickup of customer servicing orders such as laundry and dry cleaning orders, remote from a central service plant, for unattended use by customers includes a storage facility for garment bags, soiled garments of new orders and processed laundry/dry cleaning orders, and with means for storing garment bags and processed orders in positions for retrieval. A retrieval means is provided in the storage facility for retrieving a garment bag or a processed order upon receipt of an appropriate command.

At the front of the storage facility is a customer interface panel, which includes a credit card reader for reading encoded information on a customer's non-dedicated general purpose credit card, a display, a menu of services displayed to the customer for selection of services in the customer's order, and a customer interactive input means for enabling the customer to select desired services and to list dropped off garments in accordance with the menu of services. The keyboard may itself serve as the menu, with labeled keys.

The customer interface panel preferably includes a telephone means for customer communication with the central plant to handle problems, complaints and special requests, and with a modem and telephone line also useful for networking with the central computer.

The automated machine facility also includes a printer means in the customer interface panel, for printing and outputting to the customer a receipt reflecting the garments dropped off by the customer and the services selected by the customer, as input by the customer. A second printer (or printer output) may be included behind the customer interface panel, for printing compilations of daily transactions or other printouts not intended for the customer.

A door in or adjacent to the customer interface panel opens at appropriate times to allow the customer to drop off an order or to pick up a processed order.

The computer means with memory means receive and store information from the customer's credit card, and issue appropriate instructions to the customer on the display means after receiving this information. The computer also receives the customer's input on the input means and issues a command to the retrieval means if the customer's order has been processed and placed in the storage means, to retrieve the processed order and bring it to the door and open the door to enable the customer to remove his processed order. The computer also creates and stores in memory a transaction record of each transaction, as well as driving the printer(s), and the computer may network through a modem and auto-dialer with a central computer at the central plant.

It is therefore among the objects of the invention to greatly expand the range of functions, the range of services and the range of potential customers for an automated retail services drop-off and pickup facility, principally by employing a general purpose computer as an integral part of customer interfacing and for network communication, in combination with an interactive customer interface and a non-dedicated credit card reader. The method of operating the system including a plurality of remote automated machine facilities serviced by a central control or processing plant also forms an important part of the invention. These and other aspects, objects, advantages and features of the invention will be apparent from the following description of a preferred embodiment, considered along with the accompanying drawings.

DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic view in perspective, showing an automated customer interface facility with a customer interface panel and a storage facility.

FIG. 2 is a schematically presented front view of a portion of the customer interface panel, showing a keyboard for customer input of a laundry/dry cleaning order.

FIG. 3 is a schematic block diagram view showing a network of remote automated customer interface outlets and a control center or central processing plant, in accordance with the system and method of the invention. The remote outlets are shown connected to the central control or plant by telephone links (both modem and voice) and by a truck route for pickup and delivery of customer orders.

FIG. 4 is a block diagram illustrating components of the system of the invention, particularly of the intractive customer interface and its components accessible to the customer and non-accessible to the customer. FIG. 4 also shows the interaction between the control center/central plant and the customer interface facility, both by telephone line and by delivery route.

FIG. 4A is a block diagram related to FIG. 4 and showing two distinct types of work flow in the system of the invention--that of goods and that of data. The item handling mechanism can be structured so that its only data communications are with the information handling system.

FIG. 4B is another block diagram related to FIG. 4, showing schematically the interface between the item handling mechanism and the information handling system, with simple communications flowing between them.

FIG. 4C is a simplified block diagram also related to FIG. 4, showing many types of input and output being handled by a single computer at the automated customer interface facility.

FIG. 4D is a block diagram demonstrating that all fuctions of the automated customer interface facility can be handled by a single computer program, including item handling, communications with and inputs from the customer.

FIG. 4E is another block diagram also related to FIG. 4, showing some of the peripheral devices connected to the computer at each remote customer interface facility.

FIG. 5 schematically shows an example of a transaction record which may be generated by the computer of the customer interface facility.

FIGS. 6, 6A and 6B are schematic routine charts illustrating one example of a routine which may be followed in the system and method of the invention. FIGS. 6A and 6B include customer advice disp