System and method for providing dynamic recommendations based on interactions in retail stores

Patent metadata

Field	Value
Publication number	US-10121116-B2
Application number	US-201414451322-A
Country	US
Kind code	B2
Filing date	Aug 4, 2014
Priority date	May 27, 2014
Publication date	Nov 6, 2018
Grant date	Nov 6, 2018

Abstract

An end-user device operable in a retail store records a voice conversation held in the retail store. The recording is transmitted to a server for comparing it to recordings of other conversations from a plurality of other retail stores. The server makes a recommendation based on the comparing. Embodiments of the invention are also directed to an analytics system that collects real-time metrics data for various virtual or physical retail stores associated with a plurality of contact centers. The system performs real-time analytics of the collected metrics data for identifying a product or service. The processor modifies, based on the real-time analytics, a prior service or product to be offered by a particular retail store, with the identified service or product. The processor pushes the modified service or product for display on the end-user device use in the particular retail store.

First claim

The invention claimed is:

1. An end-user device operable in a retail store comprising:
a microphone;
a processor; and
a memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to:
receive input of a code associated with a customer;
transmit the code to a remote server of a customer contact center associated with the retail store over a data communications network, the remote server being located in a location geographically remote from the retail store;
transmit a signal to the remote server to initiate communication with the remote server;
receive from the remote server a request to enable the microphone;
establish the communication with the remote server in response to accepting the request;
in response to establishing the communication, invoke the microphone for generating a first recording of a voice conversation during a first interaction in the retail store between the customer and a representative of the retail store;
transmit the recording to the remote server over the data communications network, wherein the remote server is configured to:
identify the customer based on the received code;
identify a second interaction between the customer and a customer contact center associated with the retail store;
link the first interaction in the retail store to the customer and the identified second interaction;
store the first recording in a database coupled to the remote server in association with a user profile of the identified customer;
receive second recordings of other conversations from a plurality of other retail stores;
perform real-time speech recognition analysis of the first and second recordings; and
make a recommendation based on the identified second interaction and further based on the real-time speech recognition analysis of the first and second recordings; and

display the recommendation during the first interaction, the recommendation being for a specific service or product for the customer in the retail store.

2. The end-user device of claim 1 , wherein the memory hosts an application invoked by a store representative in the particular retail store for recording the voice conversation, wherein the application is configured to display the recommendation from the server.

3. The end-user device of claim 1 , wherein the voice conversation is a coaching session between a store representative and a store manager, and the recommendation is a modified coaching script.

4. The end-user device of claim 1 , wherein the conversation is between a customer and a store representative, and the recommendation is for a particular product or service.

5. The end-user device of claim 1 , wherein the instructions further cause the processor to:
receive information on a customer visiting the retail store;
capture interaction data occurring in the retail store; and
transmit the interaction data to the server along with the information on the customer for storing in an interaction database in correlation with other interactions of the customer, wherein the other interactions are between the customer and an agent of the contact center associated with the retail store.

6. The end-user device of claim 1 , further comprising a display device coupled to the processor, the display device being configured to display data based on the second interaction at the contact center.

7. The end-user-device of claim 1 , wherein the remote server is configured to automatically generate the code in response to the customer browsing a website associated with the retail store.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

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

Classifications

• G06Q30/0601

  Electronic shopping [e-shopping] · CPC title

• G06Q30/0631

  Recommending goods or services · CPC title

• H04M3/5191

  interacting with the Internet · CPC title

• G06Q30/0613

  using intermediate agents · CPC title

• H04M3/5175

  Call or contact centers supervision arrangements · CPC title