System and method for bridging online customer experience

Patent metadata

Field	Value
Publication number	US-10102491-B2
Application number	US-201414451338-A
Country	US
Kind code	B2
Filing date	Aug 4, 2014
Priority date	May 27, 2014
Publication date	Oct 16, 2018
Grant date	Oct 16, 2018

Abstract

A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.

First claim

The invention claimed is:

1. A system for bridging online experience of a customer, the system comprising:
a data store;
a processor coupled to the data store; and
a memory, wherein the memory stores therein instructions that, when executed by the processor, cause the processor to:
monitor and collect data on interactions between a customer device accessible to a customer, and a website, wherein the customer is anonymous to the website;
store the collected data for the customer in the data store in association with a code specific to the customer;
receive personal data about the customer for transitioning the customer from anonymous to verified,
retrieve profile data for the customer in response to receipt of the personal data, the profile data including data on interactions of the customer with a customer contact center;
store the collected data for the customer in the data store in further association with the profile data of the customer;
detect occurrence of a trigger event as the data is collected;
transmit the code to the customer device accessible to the customer in response to detecting the trigger event;
receive a message from a retail store device over a data communications network, wherein the message includes the code associated with the collected data, the retail store device being located in a retail store is associated with the customer contact center;
in response to receipt of the code, transmit at least a portion of the collected data to the retail store device for display thereon;
monitor interaction of the customer at the retail store and generate retail interaction data, wherein the retail interaction data includes a conversation of the customer with a store representative at the retail store;
link the retail interaction data with the data collected from monitoring interactions between the customer device and the website, and with the data on interactions of the customer with the customer contact center, wherein the linking is by storing the retail interaction data in association with the profile data of the customer based on the received code;
detect a communication from the customer to the customer contact center;
retrieve the profile data stored in association with the customer; and
make a routing recommendation to route the communication based on the retrieved profile data.

2. The system of claim 1 , wherein the instructions further cause the processor to:
retrieve a rule for determining whether a particular one of the interactions between the customer and the website is to be collected and stored.

3. The system of claim 1 , wherein the code is provided in an offer made to the customer.

4. The system of claim 3 , wherein the offer is a coupon, and the code is embedded in a barcode.

5. The system of claim 1 , wherein the retail store device is hosted by the retail store associated with the website, wherein the code is transmitted by the retail store device in response to the customer visiting the retail store.

6. The system of claim 1 , wherein the instructions further cause the processor to:
retrieve the profile data for the customer; and
transmit the profile data to the retail store device for display thereon.

7. The system of claim 1 , wherein the instructions further cause the processor to:
transmit a timeline of the collected data to the retail store device for display thereon.

8. The system of claim 1 , wherein the instructions further cause the processor to:
analyze the collected data; and
transmit a recommendation relating to interacting with the customer in the retail store based on the analysis.

9. The system of claim 8 , wherein the recommendation is identification of a store representative for interacting with the customer.

10. The system of claim 1 , wherein the instructions further cause the processor to:
collect from a plurality of source devices over a data communication network, real-time metrics data for a plurality of virtual or physical retail stores associated with a plurality of contact centers;
store the collected real-time metrics data in the data store;
perform real-time analytics of the collected metrics data for identifying a product or service;
modify, based on the real-time analytics, a prior service or product to be offered by the retail store, with the identified service or product; and
push the modified service or product for display on the retail store device.

11. The system of claim 10 , wherein the real-time metrics data includes at least one of interactions, customer satisfaction data, sales data, or retail store workforce data.

12. The system of claim 11 , wherein the real-time metrics data includes information on sales of products or services by the plurality of virtual or physical retail stores.

13. The system of claim 12 , wherein the products or services include upsell and cross-sell products or services.

14. The system of claim 10 , wherein the instructions further cause the processor to:
dynamically generate benchmark data based on the collected real-time metrics data;
determine, for the retail store, performance of the retail store based on the benchmark data; and
output a recommendation based on the comparison.

15. The system of claim 14 , wherein the recommendation relates to staff for handling the customers at the retail store.

16. The system of claim 14 , wherein the recommendation relates to products or services to be offered by a contact center associated with the retail store.

17. The system of claim 1 , wherein the retail interaction data includes a recording of the conversation of the customer at the retail store, wherein the instructions that further cause the processor to analyze the retail interaction data include instructions that cause the processor to analyze the recording for key phrases.

18. The system of claim 1 , wherein the instructions further cause the processor to generate journey data including the retail interaction data of the customer at the retail store, the communication from the customer to the customer contact center, and the interactions between the customer device and the website.

19. The system of claim 18 , wherein the instructions further cause the processor to display the journey data in a chronological order.

20. The system of claim 18 , wherein the instructions further cause the processor to analyze at least a portion of the journey data and select a representative of the retail store based on the journey data.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Connolly Christopher
• Hendren Chad David
• Lejeune Arnaud
• Tamblyn Eric
• Wright Simon
• Konig Yochai

Classifications

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• G06Q30/0631

  Recommending goods or services · CPC title

• G06Q10/06393 Primary

  Score-carding, benchmarking or key performance indicator [KPI] analysis · CPC title

• G06Q30/0201

  Market modelling; Market analysis; Collecting market data · CPC title