Device for ordering products and / or services and system for managing orders

Abstract

The invention relates to a device for ordering products and / or services by a consumer in at least one establishment, the device being characterised in that it comprises computer resources configured to automatically access an order management device (12) and to control a consumer interface providing a list of orderable products or services, for selection by the user of an order and transmission thereof to at least one order-receiving device (13) carried by an employee of the establishment, wherein the receipt of the order generates a vibration and / or sound alert to inform the employee of the reception, such that validation thereof generates, on the one hand, a confirmation sent to the order management device (12), the recording of the order, the updating of the list, and a confirmation message displayed to the consumer on the ordering device.

Description

[0001] PRODUCT AND / OR SERVICE ORDERING DEVICE AND ORDER MANAGEMENT SYSTEM

[0002] The present invention relates to a device for ordering products and / or services by a consumer in at least one establishment, for example a hotel establishment, in particular bars, restaurants or hotels and to an order management system for communicating with such a device and managing orders for products and / or services in order to coordinate the tasks of employees within the establishment.

[0003] For example, restaurant customers often encounter the problem of having to wait for a server's attention to place their order or request an additional product or service. This wait can be frustrating and uncomfortable, as customers feel obligated to keep an eye on the server until they are noticed. This situation can lead to delays in service, miscommunication, and an unsatisfactory customer experience.

[0004] Currently, communication between customers and restaurant staff relies primarily on employees, sometimes supported by electronic devices such as smartphones or tablets. However, this interaction depends entirely on the diligence and efficiency of employees to respond promptly and adequately to customer requests. This dependence can not only compromise the restaurant's reputation in the event of unsatisfactory service, but also hamper the overall efficiency of employees and limit the optimization of restaurant operations. Furthermore, the tasks assigned to employees often involve numerous unnecessary trips between the customer's location and the location(s) where the employee must go to fulfill the customer's wishes (which may sometimes not be provided due to lack of available stock).Finally, the consumer does not necessarily know which employee(s) to contact depending on the nature of their order, which generally delays the delivery of the order by increasing the workload of one or more employees.

[0005] In this context, it is understood that there is currently a need to facilitate consumer orders in establishments offering products and / or services and to improve order management and the activity of the establishment's employees.

[0006] An aim of the present invention is therefore to overcome at least certain drawbacks of the prior art by proposing an ordering device for consumers allowing them to facilitate their ordering of a product and / or service within an establishment.

[0007] This aim is achieved by a device for ordering products and / or services by a consumer in at least one establishment, via at least one communication network, comprising computer resources configured to automatically access an order management device of said establishment and to control a consumer interface providing a list of orderable products or services, stored in at least one memory of said order management device, for the selection by the user of an order and the transmission of the latter to at least one order receiving device carried by an employee of said establishment.

[0008] Another aim of the present invention is therefore also to overcome at least certain drawbacks of the prior art by proposing an order management device and an order management system offering a complete solution for improving interaction between establishments and their customers and improving efficiency within said establishments.

[0009] This goal is achieved by a system comprising at least one ordering device for a consumer, at least one order management device for at least one establishment and at least one receiving device for at least one employee of the establishment.

[0010] The ordering device makes it possible, in particular, to clearly identify the type of establishment, whether it is a bar, a restaurant or a hotel for example, and possibly the location of the establishment, the main thing being that it communicates with the order management device of this establishment.

[0011] According to a particular feature, the reception of the order on the order receiving device generates for example a vibration and / or sound type alert to inform said employee of the reception of said order, so that a validation by said employee generates, on the one hand, a confirmation sending to a local server, such as said order management device for example, for recording the order and updating said stored list and a sending of a message on the consumer interface confirming the acceptance, the reception of said message generating a confirmation alert on said order device.

[0012] In one embodiment, the computing resources are configured to, upon receipt of said message, save locally or on a server the products and / or services ordered, to allow subsequent access by said consumer.

[0013] In certain embodiments, a consumer may, if they wish, maintain a secure profile, in particular through a double authentication system, in which they can indicate their comments, their degree of satisfaction on a predefined scale, their preferences regarding the desired time between each product or service requested, which allows optimization of the services offered by the hotel service.

[0014] Preferably, the receiving device (and / or the control device) is implemented in a watch equipped with computing resources and communication means.

[0015] In one variant, the control device (and / or the receiving device) is implemented in a smartphone equipped with computing resources and communication means.

[0016] In particular, the system for managing orders of products and / or services by a consumer in at least one establishment uses at least one communication network between the devices. The system comprises an ordering device for at least one consumer, an order management device for said establishment and a plurality of order receiving devices for a plurality of employees of said establishment, said ordering device comprising computing resources configured to automatically access said order management device for said establishment and to control a consumer interface providing a list of orderable products or services, stored in at least one memory of said management device, for the selection by the user of an order and the transmission of the latter to said receiving device carried by an employee of said establishment,the reception of said order on the receiving device generating an alert to inform said employee of the reception of said order, so that a validation by said employee generates, on the one hand, a sending of confirmation to the management device, for the recording of the order and the updating of said stored list and a sending of a message on the consumer interface confirming the taking over, the reception of said message generating a confirmation alert on said ordering device.,

[0017] The characteristics of the invention will appear more clearly on reading the description of several embodiments given solely by way of example, in no way limiting, with reference to the schematic figures, in which:

[0018] - Figure 1 represents an order management system in an establishment, with different exemplary devices composing the system, such as telephones, servers, tablets and watches, according to certain embodiments of the invention;

[0019] - Figure 2 represents a dynamic central model according to certain embodiments of the invention, which makes it possible to address all customer needs through the concept of Entity Configuration;

[0020] - Figure 3 represents an example of communication between the different devices making up the system according to certain embodiments, such as telephone, server and watches; and

[0021] - Figure 4 represents an example of an infrastructure based on modern, scalable, secure and resilient technologies, such as Microsoft AZUR.

[0022] The present invention proposes a new method of direct ordering in an establishment (H), for example a hotel, thanks to the use of devices equipped with computer resources and means of communication (via at least one wireless communication network (10), such as for example Wifi and / or Bluetooth and / or telecommunications networks) allowing the connection of the various potential parties when a consumer wishes to obtain a product or a service.We speak here of an order by analogy with the usual terms in catering but it can be a reservation or a request of any kind and the invention is not limited to the example of restaurants detailed in the present description, nor even to hotel establishments because it can be applied in any establishment (H) where employees must be able to respond efficiently and quickly to the wishes of consumers present in the establishment (H), such as for example a beach, a ski establishment (H), a fitness center, etc. The person skilled in the art will understand from reading the present application that the invention can be implemented in many different ways, in particular with regard to the control devices (11), the order management devices (12) and the receiving devices (13).Indeed, the terms used to designate these devices should not be considered as limiting and refer only to their main functions in relation to the orders that consumers wish to place (the term "orders" being sometimes used in the singular or even omitted in the present description for the manager device (of orders) and the receiver device (of orders), in order to simplify the sentences). For example, the ordering device may simply be the consumer's smartphone, comprising computing resources running a dedicated application to communicate with the order manager device (12) which may be a computer or a server equipped with means of communication. The ordering device (11) is therefore designated as such for its function of placing orders, without implying any limitation and it may be in the form of a smartphone, a tablet or even a connected watch.Likewise, no limitation applies to the manager device (12) which is so designated by the fact that it processes and manages the commands in order to warn the employees equipped with receiver devices (13) after having determined which employee(s) to warn, but the functions do not stop at this simple warning, as explained below. Preferably, the receiver device (13) and / or the control device (11) is a watch equipped with computing and communication resources, but it can be a smartphone or a tablet or even a device integrated into a desk depending on the position occupied by the employee. These receiver devices (13) are therefore so designated by their main function of receiving a command, but they are not limited to this simple reception since they can also be configured to send responses to the other devices (control, manager or receivers), or even other functions detailed in the present application.Likewise, the communication means used are known and can be of various types, such as wifi, Bluetooth, NFC, etc.). No details are therefore necessary here on the communication network(s) (10) or the communication means, nor on the hardware and software architectures of the system and the devices, apart from the practical functionalities provided by the implementation of the invention which is therefore functionally definable without imposing structural details. The hardware and software computing resources for implementing the invention, as well as the communication means are within the reach of those skilled in the art who will be able to reproduce the invention thanks to the functional explanations provided in the present application, in particular in the examples of known architectures described herein (eg, Azure), but also in other types of architectures not mentioned in this application but which are naturally part of its scope.

[0023] By using communicating devices, for example smartwatches for staff (employees) and a dedicated mobile application for customers / consumers, the present invention enables seamless and instant communication, ensuring fast response times and smooth operations. This enhanced interaction contributes to an optimal customer experience, thereby enhancing the reputation of the establishment (H). Figure 1 illustrates an example of an order management system according to various embodiments, for managing orders placed from at least one ordering device (11) of a consumer located in at least one zone (Z) of an establishment (H), via the communication of this ordering device (11) with at least one order management device (12) also communicating with receiving devices (13) equipping employees of said establishment (H).

[0024] Preferably, the control device (11) automatically accesses the management device (12), for example by detecting the location of the consumer in the establishment (by Wi-Fi or Bluetooth for example) or by an action of the consumer. For example, the control device (11) of the consumer, thanks to its application, can detect an authenticated network as being the establishment (H) in which he wishes to place an order and thus directly access the products and services. Alternatively or in addition, this access can be managed by the consumer, who can authorize the connection after detection or connect himself.Similarly, the consumer can, for example, scan a QR code present on his table allowing him to access the management device (12), but certain advantageous embodiments of the invention also make it possible to locate the consumer in a zone (Z) of the establishment (i.e. a location, a location or a region in the establishment, such as a table or a terrace, the interior or the exterior, a bar, a swimming pool, etc.), so that the employees know where he is (and only the employees concerned by this location and the consumptions available there). The invention also makes it possible to define different zones (Z) inside the establishment (H) and to offer different products and / or services depending on the zones (and / or to indicate to the consumer in which zone he is located and to provide him with information on the zones and the corresponding products or services).Some embodiments propose an administration application of the establishment (H) to personalize the parameters relating to products, services, zones (Z), employees, etc. Advantageously, the consumer can therefore order independently or request (via his ordering device) that an employee come and advise him (for example a maître d'hôtel or a waiter or a sommelier if the product concerns a wine) and he can pay without requiring the edition of an invoice by an employee and its transport to the consumer. As an alternative or in addition to the QR code, an NFC chip can be used, to reinforce security, in particular with regard to payment. Indeed, various embodiments also allow the consumer to pay directly for his order without even requiring the intervention of an employee.These connections and identifications facilitate subsequent access to the data, for example to rate the establishment (H) or post comments, etc.

[0025] The invention also facilitates coordination between different staff members, from the kitchen to the bar and service. This seamless collaboration is made possible by a dynamic central model, offering unparalleled customization and modularity to meet specific customer needs.

[0026] In addition, the invention provides advanced analytics features, enabling hotel establishments to make informed business decisions. By accessing valuable data on customer preferences, order trends and service performance, managers can optimize their business strategies. In one embodiment, the ordering device (11) and / or the manager device (12) is (or are) configured to, upon receipt of said message, record locally or on a server, the ordered products and / or services, to allow subsequent access by said consumer and / or employees or managers of the establishment (H).

[0027] According to this embodiment, said management device (12) is configured to, upon confirmation of receipt of the order, record the latter and provide a list of additional actions that can be carried out for this order. Indeed, the storage of this data makes it possible to improve the user experience, by recording their preferences, products, cooking or requirements such as allergies for example. The system can thus enrich databases which can be shared by several establishments (H) whose management devices (12) can then adapt the proposals in a personalized manner for consumers.

[0028] To gain efficiency, the recording of the order and the updating of said stored list preferably generates an invoice preparation, or even a communication with the ordering device (11) to transmit the invoice to it, or even allow the consumer to pay this invoice for example with his ordering device or another device (for example communicating or contactless).

[0029] The system according to the present invention makes it possible, thanks to the management device (12), to control, in particular certain authorized functionalities, or even deactivate if necessary, said control receiving devices (13).

[0030] In one embodiment, the system comprises at least one remote supervision server, supervising at least management devices (12) and / or receiving devices (13) to control, or even deactivate if necessary, at least one of the functionalities of said supervised devices.

[0031] In one embodiment, the management device (12) is configured to determine the location of the control device (11) within the establishment (H) and select at least one receiving device to be alerted when an order is placed, at least on the basis of this location. In one embodiment, the management device (12) is configured to determine the nature of the product and / or service ordered by the control device (11) within said list and select at least one receiving device to be alerted when an order is placed, at least on the basis of this determined nature of order.

[0032] According to this embodiment, said management device (12) is configured to coordinate the alerts sent to the various receiving devices (13) according to the commands sent by the control devices (11), based on the types of employees carrying the receiving devices (13) and / or a location (Z) of the consumer within the establishment (H) and / or the nature of the product and / or service ordered.

[0033] As illustrated in Figure 2, an innovative software architecture uses Entity Configuration to enable real-time, fine-grained customization of services offered to hotel guests, with the system integrated within a smartwatch and a cloud platform.

[0034] In the example illustrated in Figures 2 to 4, the system comprises:

[0035] An Entity Configuration database, hosted on a Microsoft Azure cloud infrastructure, designed to store and manage an extensible set of entity configurations, each entity representing a component of the hotel system (e.g., guests, hotel services, staff), where each entity configuration includes a set of definable and real-time modifiable parameters that determine the behavior and possible interactions of the entity within the system.

[0036] Adopting Azure Active Directory (Azure AD) for identity and access management, providing a secure, cloud-based authentication and authorization solution for applications, users, and devices, including support for multi-factor authentication (MFA) and conditional access policies.

[0037] A dynamic rules engine, running on the backend server and integrated with the Entity Configuration database, is able to interpret and apply the rules and logic specified in the entity configurations to personalize the services offered to customers, based on criteria such as customer preferences, interaction history, request context, and staff or resource availability.

[0038] A real-time synchronization module uses the WebSocket protocol to ensure instant two-way communication between the staff's smartwatch and the backend server, allowing dynamic updating of entity configurations and immediate application of changes in service delivery, without delay or the need for manual updating.

[0039] An adaptive user interface is integrated on the smartwatch, designed to display and interact with personalized services generated by the Entity Configuration, allowing staff to efficiently visualize and respond to customer requests, with service options and suggestions dynamically generated based on the current entity configuration and real-time conditions.

[0040] Advanced security mechanisms for protecting Entity Configuration data, including encryption of data in transit and at rest, as well as role-based access controls to regulate the modification of entity configurations, ensuring that only authorized users can make changes that affect customization and service delivery.

[0041] Implementing Azure Security Center enables secure monitoring and advanced threat protection, enabling real-time visibility into the security status of Azure resources, proactive threat detection based on artificial intelligence, and automated security recommendations to strengthen the system's security posture.

[0042] The system features a secure and compliant WebSocket communication infrastructure, implementing state-of-the-art security mechanisms such as TLS / SSL encryption for all data in transit, strong authentication of communicating entities based on digital certificates and access tokens, as well as rigorous session management to prevent man-in-the-middle (MitM) attacks and ensure the confidentiality and integrity of the data exchanged. The WebSocket protocol allows instant interactivity and full-duplex data transmission between hotel staff devices and users' guest applications, this system is distinguished by:

[0043] - A persistent and intelligently managed WebSocket session, optimized by advanced session management algorithms to ensure a continuous and resilient connection, capable of automatically detecting and recovering from interruptions, while maintaining minimal latency and maximum data transmission efficiency, thanks to dynamic protocol negotiation that overcomes network obstacles such as NAT firewalls and HTTP proxies.

[0044] - A highly configurable real-time notification framework, leveraging the full-duplex nature of the WebSocket protocol to implement a complex push notification system, enabling not only the instantaneous delivery of critical information and service updates, but also the customization of notification flows based on user profiles and operational contexts, with support for message prioritization and intelligent notification queue management.

[0045] - A WebSocket abstraction layer for seamless integration with cloud services, specifically designed to leverage the scalability, availability, and analytical capabilities of cloud platforms such as Microsoft Azure, enabling seamless service orchestration, real-time data analysis, and adaptability to fluctuating demand without compromising the performance or security of the communications system.

[0046] - Rich WebSocket APIs for service development and extension, providing a comprehensive set of application programming interfaces designed to facilitate the integration of advanced features and the creation of custom services within the ecosystem, with these APIs having extensive capabilities for fine-grained control of WebSocket sessions, error handling, real-time monitoring, and optimization of data flows for optimal performance. Finally, in this example, the system integrates a Microsoft Azure platform for hotel environments, characterized by:

[0047] - Integration with Azure loT Hub services, enabling centralized and secure management of loT devices, including customers' smartwatches and smartphones, facilitating efficient two-way communication, real-time device tracking, and event-based response automation.

[0048] - The use of Azure Functions for serverless event processing, configured to execute backend functions in response to triggers from connected devices or user actions, thus optimizing hotel operations through flexible, event-driven business logic without the need for dedicated server management.

[0049] - Azure Cosmos DB database deployment, providing a globally distributed NoSQL database to efficiently store and query data related to customers, service-customer interactions, and entity configurations, with minimal latency, transparent geographic distribution, and auto-scaling elasticity.

[0050] The hotel order management system offers a comprehensive solution to improve interaction between hotels and their guests. Unlike traditional methods that rely primarily on human interaction, which is often prone to errors and delays, the system offers an effective and efficient approach.

[0051] In summary, the hotel order management system offers a complete and innovative solution to improve customer satisfaction, optimize operations and strengthen the reputation of hotel establishments.

[0052] List of references:

[0053] 1 Product and / or service order management system

[0054] 10 Communication network

[0055] 11 Device for ordering products and / or services

[0056] 12 Device for managing orders for products and / or services 13 Device for receiving orders

[0057] H Establishment (hotel, restaurant, etc.)

[0058] Z Zones in the establishment

Claims

CLAIMS 1. Device (10) for ordering products and / or services by a consumer in at least one establishment (H), via at least one communication network (10), said device (10) being characterized in that it comprises computer resources configured to automatically access an order management device (12) of said establishment (H) and to control a consumer interface providing a list of orderable products or services, stored in at least one memory of said order management device (12), for the selection by the user of an order and the transmission of the latter to at least one order receiving device (13) carried by an employee of said establishment (H), the reception of said order on the order receiving device (13) generating an alert of the vibration and / or sound type to inform said employee of the reception of said order, so that a validation by said employee generates, on the one hand, a sending of confirmation to said order management device (12), for the recording of the order and the updating of said stored list and a sending of a message on the consumer interface confirming the taking over, the reception of said message generating a confirmation alert on said order device.

2. Device according to claim 1, characterized in that the computing resources are configured to, upon receipt of said message, record locally or on a server, the products and / or services ordered, to allow subsequent access by said consumer.

3. Device according to claim 1 or 2, characterized in that it is implemented in a smartphone or a watch equipped with computing and communication resources.

4. System (1) for managing orders for products and / or services by a consumer in at least one establishment (H), via at least one communication network (10), said system (1) being characterized in that it comprises a device for ordering at least one consumer, an order management device (12) for said establishment (H) and a plurality of receiving devices (13) controlling a plurality of employees of said establishment, said device of control comprising computer resources configured to automatically access said order management device (12) of said establishment and to control a consumer interface providing a list of orderable products or services, stored in at least one memory of said management device, for the selection by the user of an order and the transmission of the latter to said receiving device (13) carried by an employee of said establishment, the reception of said order on the receiving device (13) generating an alert to inform said employee of the reception of said order, so that a validation by said employee generates, on the one hand, a sending of confirmation to the management device, for the recording of the order and the updating of said stored list and a sending of a message on the consumer interface confirming the taking over,receiving said message generating a confirmation alert on said control device., 5. System according to claim 4, characterized in that said control device and / or the management device is configured (or are configured) to, upon receipt of said message, record locally or on a server, the products and / or services ordered, to allow subsequent access by said consumer and / or the employees or manager of the establishment.

6. System according to claim 4 or 5, characterized in that said management device is configured to, upon confirmation of acceptance of the order, record the latter and provide a list of additional actions that can be carried out for this order.

7. System according to one of claims 4 to 6, characterized in that the recording of the order and the updating of said stored list generates an invoice preparation.

8. System according to one of claims 4 to 7, characterized in that said management device is arranged to control, or even deactivate if necessary, said control receiving devices (13).

9. System according to one of claims 4 to 8, characterized in that the control receiving device (13) is a smartphone or a watch equipped with computing and communication resources.

10. System according to one of claims 4 to 9, characterized in that the control device is a smartphone or a watch equipped with computing and communication resources.

11. System according to one of claims 4 to 10, characterized in that it comprises at least one remote supervision server, supervising at least management devices (12) and / or receiving devices (13) to control, or even deactivate if necessary, at least one of the functionalities of said supervised devices.

12. System according to one of claims 4 to 11, characterized in that said management device is configured to determine the location of the control device within the establishment and select at least one receiving device (13) to be alerted during an order, at least on the basis of this location.

13. System according to one of claims 4 to 12, characterized in that said management device is configured to determine the nature of the product and / or service ordered by the ordering device within said list and select at least one receiving device (13) to be alerted when an order is placed, at least on the basis of this determined nature of order.

14. System according to one of claims 12 and 13, characterized in that said management device is configured to coordinate the alerts sent to the various receiving devices (13) according to the commands sent by the control devices (11), on the basis of the types of employees carrying the receiving devices and / or a location (Z) of the consumer within the establishment and / or the nature of the product and / or service ordered.

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