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Claims  |
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What is claimed is:
1. A method for reactive customized prompting for enabling a user at a
hospitality location having a television to access and pay for video
services and amenities, the method comprising the steps of:
entering billing information using a card reader or a remote control
keypad;
selecting an amenity using said keypad;
storing and processing said entered billing information to facilitate
payment for said amenity and presentation of said amenity on said
television; and
responsive to said processing, generating user prompts for display on said
television, wherein contents of said user prompts are prescribed by
results of said processing.
2. The method of claim 1 wherein said storing and processing comprises:
transmitting said entered billing information to at least one data base;
and
preventing presentation of said amenity until said at least one data base
returns an authorization signal.
3. The method of claim 1 further comprising responsive to said processing,
issuing audio user prompts to said user with said television.
4. The method of claim 3 wherein said audio user prompts and said user
prompts correspond with each other to convey consistent information to
said user.
5. The method of claim 1 further comprising entering user information in
response to said prompts displayed on said television.
6. The method of claim 5 further comprising generating additional user
prompts responsive to said entered user information.
7. The method of claim 1 wherein said billing information comprises a debit
card number or an automatic teller machine (ATM) card number and
associated personal identification number (PIN) and an account balance,
the method further comprising automatically deducting an amount associated
with said amenity from said account balance.
8. The method of claim 1 wherein said billing information comprises a
credit card number and information regarding purchases made by said user,
the method further comprising adding purchase information associated with
said amenity selection to said billing information.
9. The method of claim 1 further comprising:
validating said entered billing information;
responsive to said entered billing information being valid, returning an
authorization signal; and
preventing presentation of said amenity until said authorization signal is
returned.
10. The method of claim 1 further comprising using power from said
television to power said room terminal.
11. The method of claim 10 further comprising using power from said
television to power said entering means.
12. The method of claim 1 further comprising responsive to said entered
billing information, displaying on said television selected ones of a
plurality of icons stored in a memory of said television.
13. Apparatus for enabling a user at a hospitality location having a
television to access and pay for video services and amenities, the
apparatus comprising:
means for entering billing information;
means for selecting an amenity;
a room terminal directly connected to said television and further connected
to said entering means, said room terminal for storing and formatting said
entered billing information; and
a systems control computer (SCS) connected to said room terminal via a
radio frequency network, said SCS for storing and processing said entered
billing information to facilitate payment for said amenity and
presentation of said amenity on said television and including a graphics
circuit for generating graphic user prompts for display on said television
responsive to said processing, wherein contents of said graphic user
prompts are prescribed by results of said processing.
14. The apparatus of claim 13 further comprising at least one data base
connected to said SCS for validating said entered billing information,
said at least one data base including account information associated with
said entered billing information.
15. The apparatus of claim 14 further comprising a modem for operationally
interconnecting said SCS and said at least one data base.
16. The apparatus of claim 14 wherein said SCS generates additional graphic
user prompts using said account information of said at least one data
base.
17. The apparatus of claim 14 wherein said billing information comprises a
debit card number or an automatic teller machine (ATM) card number and an
associated personal identification number (PIN) and said account
information comprises an account balance, said SCS causing a billing
amount associated with said amenity to be deducted from said account
balance.
18. The apparatus of claim 14 wherein said billing information comprises a
credit card number and said account information comprises a list of
purchase amounts, said SCS causing a billing amount associated with said
amenity to be added to said account information.
19. The apparatus of claim 14 wherein said at least one data base returns
an authorization signal to said SCS upon receipt from said SCS of valid
billing information, said SCS preventing presentation of said amenity
until said authorization signal is returned.
20. The apparatus of claim 19 wherein said entering means is electrically
powered by said television via said room terminal.
21. The apparatus of claim 14 wherein said billing information comprises a
credit or debit card number.
22. The apparatus of claim 14 wherein said billing information comprises an
automatic teller machine (ATM) card number and associated personal
identification number (PIN).
23. The apparatus of claim 13 wherein said entering means comprises a
remote control keypad.
24. The apparatus of claim 13 wherein said entering means comprises a card
reader.
25. The apparatus of claim 24 wherein said card reader is electrically
powered by said television.
26. The apparatus of claim 13 wherein said entering means, said room
terminal and said SCS are interconnected via a radio frequency (RF)
transmission network.
27. The apparatus of claim 13 wherein said entering means, said room
terminal and said SCS are interconnected via a digital transmission
network.
28. The apparatus of claim 13 wherein said selecting means comprises a
remote control keypad.
29. The apparatus of claim 13 further comprising means connected to said
room terminal for enabling a user to enter user information to said SCS in
response to said graphic user prompts displayed on said television.
30. The apparatus of claim 29 wherein said SCS generates additional graphic
user prompts responsive to said entered user information.
31. The apparatus of claim 14 wherein said room terminal is electrically
powered by said television.
32. The apparatus of claim 14 wherein a plurality of icons for display on
said television are stored in a memory of said television and or said room
terminal, said television and/or said room terminal comprising a processor
for causing certain ones of said plurality of icons to be displayed on
said television in response to said entered billing information.
33. The apparatus of claim 13 wherein said SCS generates and transmits
audio user prompts to said user using said television.
34. Apparatus for enabling a user at a hospitality location having a
television to access and pay for video services and amenities, the
apparatus comprising:
means for entering billing information;
means for selecting an amenity;
a room terminal directly connected to said television and further connected
to said entering means, said room terminal for storing and formatting said
entered billing information; and
a systems control computer (SCS) connected to said room terminal via a
digital network, said SCS for storing and processing said entered billing
information to facilitate payment for said amenity and presentation of
said amenity on said television and including a graphics circuit for
generating graphic user prompts for display on said television responsive
to said processing, wherein contents of said graphic user prompts are
prescribed by results of said processing.
35. The apparatus of claim 34 further comprising at least one data base
connected to said SCS for validating said entered billing information,
said at least one data base including account information associated with
said entered billing information, wherein said at least one data base
returns an authorization signal to said SCS upon receipt from said SCS of
valid billing information, said SCS preventing presentation of said
amenity until said authorization signal is returned.
36. The apparatus of claim 35 further comprising:
logic for causing said graphics cirrcuit to present on said television
graphic user prompts responsive to information entered by said user; and
logic for causing said graphics circuit to present on said television
graphic user prompts using said account information of said at least one
data base.
37. The apparatus of claim 34 wherein said ScS further comprises:
a sound card for generating audio user prompts to be conveyed to said user
using said television responsive to said processing;
logic for causing said sound card to issue audio user prompts to said
television responsive to said processing;
logic for causing said graphics circuit to issue graphics user prompts to
said room terminal for display on said television responsive to said
processing.
38. The apparatus of claim 34 wherein said ScS further comprises:
logic for causing said graphics circuit to present on said television
graphic user prompts for assisting said user in selecting and entering
billing information;
logic for causing said graphics circuit to present on said television
graphic user prompts for assisting said user in selecting and accessing an
amenity; and
logic for causing said graphics circuit to present on said television
graphic user prompts for assisting said user in confirming billing
information and amenity selection.
39. The apparatus of claim 34 wherein said room terminal is electrically
powered by said television.
40. The apparatus of claim 39 wherein said entering means is electrically
powered by said television via said room terminal.
41. The apparatus of claim 34 wherein a plurality of icons for display on
said television are stored in a memory of said television, said room
terminal comprising a processor for causing certain ones of said plurality
of icons to be displayed on said television in response to said entered
billing information.
42. Apparatus for enabling a user at a hospitality location having a
television to access and pay for video services and amenities, the
apparatus comprising:
means for entering billing information;
means for selecting an amenity;
a room terminal directly connected to said television and further connected
to said entering means, said room terminal for storing and formatting said
entered billing information; and
a systems control computer (SCS) connected to said room terminal via a
radio frequency network, said SCS for storing and processing said entered
billing information to facilitate payment for said amenity and
presentation of said amenity on said television and including means for
generating graphic user prompts for display on said television responsive
to said processing, wherein contents of said graphic user prompts are
prescribed by results of said processing.
43. The apparatus of claim 42 further comprising at least one data base
connected to said SCS for validating said entered billing information,
said at least one data base including account information associated with
said entered billing information, wherein said at least one data base
returns an authorization signal to said SCS upon receipt from said SCS of
valid billing information, said SCS preventing presentation of said
amenity until said authorization signal is returned.
44. The apparatus of claim 43 further comprising:
logic for causing said graphic user prompt generating means to present on
said television graphic user prompts responsive to information entered by
said user; and
logic for causing said graphic user prompt generating means to present on
said television graphic user prompts using said account information of
said at least one data base.
45. The apparatus of claim 42 wherein said SCS further comprises:
means for generating audio user prompts to said television;
logic for causing said audio user prompt generating means to issue audio
prompts to said television responsive to said processing;
logic for causing said graphic user prompt generating means to issue
prompts to said room terminal for presentation by said television
responsive to said processing.
46. The apparatus of claim 42 wherein said SCS further comprises:
logic for causing said graphic user prompt generating means to present on
said television graphic user prompts for assisting said user in selecting
and entering billing information;
logic for causing said graphic user prompt generating means to present on
said television graphic user prompts for assisting said user in selecting
and accessing an amenity; and
logic for causing said graphic user prompt generating means to present on
said television graphic user prompts for assisting said user in confirming
billing information and amenity selection.
47. The apparatus of claim 42 wherein said room terminal is electrically
powered by said television.
48. The apparatus of claim 47 wherein said entering means is electrically
powered by said television via said room terminal.
49. The apparatus of claim 42 wherein a plurality of icons for display on
said television are stored in a memory of said television, said room
terminal comprising a processor for causing certain ones of said plurality
of icons to be displayed on said television in response to said entered
billing information. |
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Claims |
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Description |
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FIELD OF THE INVENTION
The invention relates generally to video services systems and, more
particularly, to method and apparatus for use in hospitality facilities to
enable customers to interact with the video system used to provide
point-of-sale purchasing of and payment for goods and services.
BACKGROUND OF THE INVENTION
It is well known that hospitality facilities, such as hotels, motels,
hospitals, condominiums, operate in a highly competitive environment. In
order to attract customers and generate additional revenue, such
hospitality facilities often offer a wide variety of services, including
an assortment of video entertainment services. In addition to broadcast
and cable television, hotels and motels often have video services systems
that offer pay-per-view and video-on-demand, as well as a variety of
interactive services. Pay-per-view services are scheduled movie services
that generally utilize video cassette players installed in a remote
location. Typically, the cassette players are loaded with preselected
video cassette tapes to be broadcast at preselected, or scheduled, times.
Additionally, the programming can be accessed by multiple television sets
at any given time while the transmission is in progress. Pay-per-view
programming also may be digitized, stored and shown from a computerized
video server.
Video-on-demand services enable customers to select a program to be viewed
at the customer's convenience. Viewing times are not prescheduled and
customers are typically given a choice of a large number of programming
alternatives. Generally, unlike scheduled pay-per-view programming,
video-on-demand programming selected by the customer is typically
accessible only by that customer. The transmission of the programming then
is "switched" in a manner so that only the one customer's television set
receives the broadcast. Alternatively, some video-on-demand systems do
provide "join in progress" capability, such that other customers may view
the selected programming. A video-on-demand system may include a robotic
device for removing the selected video tape from a storage rack and
placing it in an appropriate video cassette player or may include large
numbers of individual video cassette players designed in such a manner
that the customer's selection of a particular program activates only the
video cassette player containing the desired programming. It is also
contemplated that future video-on-demand services will be provided from a
computer server via transmission facilities of a local telephone company
or via satellite transmission. In this case, if the video server were
located within the hospitality facility, it would receive the
transmissions from the telephone company transmission facilities or the
satellite transmission and store them in a digitized form for subsequent
viewing by the facility's customers.
Usually pay-per-view and/or video-on-demand systems (collectively, "video
services systems") that supply video services are not owned by the
hospitality facility, but provided by a third party company. Accordingly,
there are a limited number of methods which can be used by customers to
pay for the services provided by video services systems. With most
state-of-the-art systems, the cost associated with a given video service
transaction is added to the customer's room bill. Typically, a systems
control computer polls the various room terminals, or waits for status
signals from the room terminals, to determine whether a customer occupying
the room associated with a particular room terminal has viewed a
pay-per-view movie for a predetermined length of time, for example, 5
minutes, or whether the customer has made a video-on-demand selection. If
it is determined that the customer has viewed the selected programming for
a predetermined length of time or after the transmission of the
video-on-demand selection has begun, the systems control computer formats
and saves a report of the transaction. Alternatively, the systems control
computer may transmit the formatted report, typically via a data I/O port,
to a printer to be printed. In either case, at some point, a human
attendant will retrieve the report and include the transaction as part of
the customer's room bill.
Alternatively, in an advancement of the art, the systems control computer
may be connected to a property management system of the hospitality
facility via an RS-232 serial interface. The systems control computer
formats the transaction report, as described above, and then transmits the
report to the property management system to be included in the customer's
file, or portfolio, which is stored in a data base of the property
management system.
Presently, video services systems may also be used to add charges for goods
and services other than video programming to the room bill. For example,
the systems control computer may be capable of formatting information
contained in the portfolio of a particular customer stored in the property
management system and transmitting the formatted information to the
television set of the customer's room for display thereon. If desired, the
customer may use a remote control keypad associated with the television
set to approve payment of the room bill with a preapproved credit card
number entered into the customer's portfolio during check-in. The
customer's room bill is retrieved by the systems control computer from the
property management system portfolio. This information is formatted into
preprogrammed graphic screens. The customer responds to the graphic
screens with the remote control keypad. For example, "Press #1 if the bill
is correct; press #9 if the bill is incorrect. Press #7 if you wish to pay
for the bill using the credit card number given to this establishment when
you checked in." The remote control keypad generates infrared signals that
are then converted to radio frequency (RF) signals and transmitted to the
systems control computer.
Prior art video services systems also allow customers to use the remote
control keypad to reenter a credit card number in order to compare it with
the preapproved card number already stored during check-in at the property
management system in the customer's portfolio. In this manner, the system
can be utilized to verify that the credit card number is correct and/or to
verify that the customer is the rightful owner of the card. The same
technology also enables customers to order and bill meals and other goods
and services to their room bills.
A recent advancement in the art enables customers to order and pay for a
pay-per-view movie, an on-demand movie, or some other amenity by credit or
debit card using a telephone with a built-on card swipe or using the
telephone keypad to enter billing information. The billing information is
transmitted, via standard dual tone multifrequency (DTMF) tones, via a
private branch exchange (PBX) of the hospitality establishment or a public
switched network, to a centralized processor. The charge for the
transaction may appear on the room bill or, with this advancement, may be
billed to the card. In this manner, customers may purchase entertainment
and amenities with prepaid cards (debit cards). However, this method has
several restrictions that make it inappropriate for many settings. For
example, it requires the use of a specially configured telephone that
includes a card reader and requires the telephone system and video
services system of the hospitality facility to be interconnected.
Therefore, despite the capability of prior art video services systems, an
advancement of the art is needed. Specifically, prior art systems allow
customers at all types of hospitality facilities to pay for services using
a preapproved credit card recorded in the property management system
customer portfolio. Likewise, they may pay for services at check-out.
However, prior art systems do not enable customers to make point-of-sale
payment for purchases from their rooms with credit or debit cards that are
not preapproved or not stored in the property management system. In
addition, even though currently available systems are capable of allowing
customers to interact with the video services system and with computer
generated graphics screens transmitted to and displayed on a television
set in their room, they do not enable customers to utilize the video
services system to interact with the necessary data bases to retrieve
information, such as account balance, etc., therefrom. In addition,
presently available systems do not enable the video services systems to
compile information from a variety of data bases in order to select and
transmit interactive graphics screens for display on the customers
television set. These shortcomings limit the customers options and curtail
their ability to purchase goods and services and limit the number and type
of services that service providers can make available to customers.
Small facilities typically pose additional problems that are not addressed
by the prior art. For example, a high percentage of customers who stay at
small motels prepay for their rooms with cash. Because they pay with cash,
these customers do not need to check-out, and the establishment's
personnel have only the minimal, initial contact with the customers.
Furthermore, because they have no credit card on file with the facility,
if additional services are purchased, they must be purchased with cash at
the front desk or from some type of vending system. Additionally, if a
credit card is on file, the customer may prefer to use a different credit
card, a prepaid debit card or a bank ATM card. Traditional video services
systems are not designed to serve this market.
Hospitals also pose challenges that are not overcome by the prior art. For
purposes of clarity for insurance reimbursement and for other reasons,
hospitals must segregate billing for pay-per-view entertainment and other
video system purchases from the rest of the hospital bill. For this
reason, it is not desirable for a video services system installed in a
hospital to utilize the hospital's property management system or personnel
to collect payment for system services. In addition, video services
systems for hospitals must be flexible enough to accept point-of-sale
purchases and payment from more than one party because in a hospital, a
given television could be utilized by patients, family members, friends
and other persons. This could result in when, for example, a patient's
family members decide to utilize pay-per-view services while a patient is
undergoing or recovering from a surgical procedure. At a later time, the
patient may refuse to pay the bill, claiming that he or she did not
utilize the service. Likewise, patients in a hospital may spend much more
time in their room than a business person at a hotel, but patients are
much more likely to be interrupted, especially during the day, for tests
or therapy. Accordingly, because of the inflexibility of current systems,
providers of video services for the hospital market potentially are
exposed to a substantial loss of revenues through denial of personal
charges.
It is generally acknowledged that hospitality facilities of all sizes and
would benefit from the Convenience and capability of point-of-sale type,
transactions and payment. These transactions satisfy customers impulse
purchases of amenities and other services. Even more important, the
hospitality establishment is no longer responsible for collecting the
payments and or the loss of revenues when a customer refuses to pay. These
conveniences and capabilities simply are not available with the present
art.
Therefore, what is needed is a video services system which enables point
of-sale payment for transactions via a video services system.
SUMMARY OF THE INVENTION
The foregoing problems are solved and a technical advance is achieved by a
and apparatus for providing customers of hospitality facilities with the
ability to access a variety of amenities and interact with the video
system in order to enable point-of-sale purchase of and payment for goods
and services with credit or debit card. In a departure from the art, a
video services system of the present invention integrates numerous
components that have not heretofore been integrated, including card
readers, televisions, external data bases, and telephone networks. The
resulting system provides customers with a payment system that is simple
to use because customized audio, video and graphic prompts are generated
based on information gathered from multiple locations, including direct
customer input.
In a preferred embodiment of the invention, the principle elements of the
system include a plurality of card readers arranged in a distributed
configuration, a plurality of room terminals associated with the card
readers, a radio frequency (RF) transmission network, and a systems
control computer, which is connected to internal and external data bases.
Each of the card readers is a standard reader and is utilized to enter
billing data into the system. Card readers can also be used which read
encrypted cards, such as bank cards or "ATM" cards and "smart" cards,
which are cards with internal intelligence usually embedded on an EPROM.
The card reader receives and transmits the information in a format that
can be processed by the systems control computer. The card information can
be temporarily stored in a buffer within the card reader or the room
terminal or can be transmitted to the systems control computer via an open
Circuit. Additionally, the card reader is capable of reading information
stored in a magnetic stripe on conventional credit or debit cards.
The plurality of card readers, deployed in a distributed configuration, are
each connected to a room terminal and to the systems control computer for
the video services system via an RF transmission system. Generally, the
connection between the room terminals and the systems control computer is
over coaxial cable or, alternatively, fiber optic cable. In addition,
instead of radio frequency transmissions, new advancements in the art
allow information and video programming to be transmitted over a
transmission network of the subject hospitality facility in a digital
format. However, until the cost effective transmission of digitized video
becomes widely utilized, the preferred embodiment, as disclosed herein,
assumes that transmissions are in a radio frequency format. The use of
digital transmission will have no impact on this invention.
The systems control computer is connected to a video source unit and the
head end. Similarly, the systems control computer can be connected to a
property management system of the facility and to a variety of on-premises
and off-premises data bases. The functions of the systems control computer
are controlled by microcoded instructions stored in the memory of the
computer. The systems control computer stores and processes the billing
data and other transaction information. Responsive to receipt of billing
or interactive information from the customer and from various data bases,
the systems control computer generates and transmits graphics, video,
and/or audio prompts to be distributed and broadcast on the customer's
television set. For example, if the customer has entered the number of an
expired credit card, the data base will inform the systems control
computer that the card is expired. The systems control computer generates
and displays a graphic screen and plays audio prompts that state that the
card is expired. Furthermore, prompts can be utilized to recommend that
the customer use the card reader to enter the information from another
credit card. In addition, messages can be generated that help explain
available services, clarify how to access and utilize the various
services, help the customer with the purchasing procedure and explain
problems with credit or debit cards. Audio and video prompts also can be
generated or controlled by the systems control computer and utilized to
interact with the customer and respond to customer input. These prompts
are transmitted by the systems control computer over the facility's
internal RF distribution network. Because the systems control computer is
connected to various credit, debit and ATM card data bases, the
transaction can be recorded on the computer's hard disk and/or processed
and recorded in the appropriate one of the aforementioned remote data
bases.
In an illustrative embodiment, a card reading device comprising means to
collect and store billing data is connected to a room terminal of a video
services system by one of several different means. The room terminal
typically is an interface between a head end/video unit of the video
services system and a television located in the customer's room and
controls reception of broadcast programs. In this embodiment, the room
terminal also functions as an interface between the systems control
computer and the card reader associated with the room terminal. When the
room terminal is polled by the systems control computer or when the room
terminal signals the systems control computer, billing data previously
entered by the customer is transmitted to the systems control computer.
The systems control computer then processes the billing data, and, based
on the content and format thereof, accesses one or more data bases or card
validation bureaus. Based on preprogrammed parameters and on information
resulting from queries made to data bases, the systems control computer
interacts with the customer by generating and transmitting graphics or
display prompts or by providing entertainment and information services.
In alternative embodiments, the card reading device may be built into the
room terminal, incorporated into the television set, or included as part
of the remote control unit. The card reading device collects the billing
information and transmits it to the room terminal, where it is stored
until the room terminal is polled by the systems control computer. In
addition, if the video services system utilizes asynchronous
communications, the billing information will be transmitted from the room
terminal to the systems control computer without first being polled. If
the card reading device is a stand alone unit, incorporated into the
television, or built into the room terminal, the billing information will
be transmitted electronically. If the device is included as part of the
remote control, the information will be transmitted via infrared signals
or transmitted electronically, if the remote control is connected to the
room terminal or television set over wire transmission means, as is
typically the case in a hospital environment.
Alternatively, instead of being connected to the room terminal, the card
reading device may be connected directly to the systems control computer.
In this case, because the room terminal functions as an RF modem, the card
reader would need a separate RF modem in order to transmit data to the
systems control computer.
In another aspect of the invention, because the card reader is connected to
the VSS and the systems control computer via a processor embodied in the
room terminal, the card reader does not need to have much of the
functionality typically included in a card reader. For example, instead of
a keypad, customers enter information using a remote control. Similarly,
instead of including a liquid crystal display (LCD) on the card reader,
the graphics capability of the systems control computer, room terminal and
TV are utilized. As a result, the card reader may be a simple magnetic
stripe card reader with no additional functionality, which requires only 1
to 3 milliamps of power, as opposed to 5 to 10 volts of power for more
complex card readers. Accordingly, the card reader may be powered using
power from the TV and the room terminal, in which case a slightly more
powerful power supply will be required to supply sufficient power for both
the room terminal and the card reader.
In another aspect of the invention, the video services system can be
utilized to accept and process debit cards for which customers have
prepaid a certain amount of money. The systems control computer is capable
of differentiating between debit cards and credit cards. The systems
control computer is able to access a data base (which may be located
off-premises, on-premises, or within the systems control computer) where
information concerning the account balance of the debit card is kept.
After the transaction is recorded, the systems control computer can
receive, format, transmit as a screen and/or as an audio prompt the
information concerning the remaining value of the debit card.
In another aspect of the invention, the systems control computer can access
data bases and record a transaction so the customer receives discounts or
credits toward future purchases. For example, some hotels, airlines and
other businesses award points or credits based on the number of purchases
made by a customer. The systems control computer can store a record of
each customer transaction in its memory or can access an off-premises data
base and record the purchase in customer files. Once the transaction is
recorded, the systems control computer can transmit a screen to the
customer's television informing him the number of the points or credits
awarded based on the transaction. Similarly, the systems control computer
can transmit prompts that give the customer the option to pay for the
goods and services using award points and credits (for example, "press 1
to pay with a credit card, press 2 to pay with a debit card, press 3 to
pay with Hotel Courtesy Points"). The systems control computer accesses
the appropriate data base, assures that the customer has sufficient points
or credits in the account to pay for the transaction, and then deducts the
appropriate number of points from the account.
In another aspect of the invention, the systems control computer can be
connected to a voice processing unit or can include voice processing
capabilities. The systems control computer must also be connected to the
facility's PBX. If the customer is having problems with the television or
the written instructions, the systems control computer can call the
customer's room and interact with him using synthesized voice prompts. For
example, assume a customer uses the video services system to reserve seats
for airplane travel but before the transaction is completed, | | |
