Systems and methods for detecting and tracking customer interaction

Patent metadata

Field	Value
Publication number	US-10748191-B2
Application number	US-201514973220-A
Country	US
Kind code	B2
Filing date	Dec 17, 2015
Priority date	Dec 19, 2014
Publication date	Aug 18, 2020
Grant date	Aug 18, 2020

Abstract

A server system is provided for analyzing user interaction in an environment. The server system comprises a memory storing a set of instructions and a processor configured to execute the instructions to perform operations including determine a user has interacted with an item positioned in the environment based on a communication signal received from a hub physically located in the environment indicating an item tag associated with the item is linked with a user tag associated with the user. The server system may identify, based on one or more communication signals received from the hub, at least one metric associated with the user's interaction with the item and compare the at least one metric with a set of rules associated with the type of metric. The server system may provide an indication, based on the comparison, to a display device.

First claim

What is claimed is:

1. A server system for analyzing user interaction in an environment, comprising:
a memory storing a set of instructions; and
at least one processor configured to execute one or more of the set of instructions to:
determine a first user interaction with a first item positioned in the environment based on a communication signal received from a hub physically located in the environment, the communication signal indicating an item tag associated with the first item is linked with a user tag associated with the user, wherein the linkage is based on communications received by the hub from the item tag and the user tag;
identify, based on the communication signal received from the hub, at least one metric associated with the first user interaction with the first item, the at least one metric being derived from a duration and timing of movement of the user;
compare the at least one metric with a set of rules associated with a type of the at least one metric to determine whether the at least one metric falls within a range of values that is dynamically determined based on prior second user interactions with second items in the environment, wherein the set of rules is dynamically adjusted based on aggregate user behavior derived from an analysis of real-time and historical data associated with the user; and
provide an indication of the nature of the interaction, based on the comparison, to a display device.

2. The server system of claim 1 , wherein the server system is configured to communicate with the hub, and the hub is configured to detect positioning of the user tag relative to the item tag.

3. The server system of claim 2 , wherein the hub is configured to enable a hub network and to detect locations of the user tag and the item tag over the hub network.

4. The server system of claim 1 , wherein the user tag and the item tag are determined to be linked when they are within a communication range of each other.

5. The server system of claim 4 , wherein the item tag is batteryless.

6. The server system of claim 5 , wherein the communication range includes physical contact up to 12 inches.

7. The server system of claim 3 , wherein the user tag and the item tag are determined to be linked based on changes in an electric field provided by the hub network.

8. The server system of claim 4 , wherein the user tag and the item tag are determined to be linked based on communication enabled by at least one of an infrared signal, a radio wave signal, or electromagnetic induction.

9. The server system of claim 1 , wherein the at least one metric includes a duration of user interaction.

10. The server system of claim 9 , wherein the set of rules comprises at least one rule for determining whether the user may require assistance.

11. The server system of claim 1 , wherein the at least one metric includes historical data concerning the first user interaction with the first item.

12. The server system of claim 10 , wherein the one or more processors are further configured to execute one or more of the set of instructions to:
provide the indication to a display device comprising a client device controlled by the user, the indication including first information concerning the first user interaction and enabling a user selection to request second information concerning at least one of the first item or in-person assistance.

13. The server system of claim 10 , wherein the one or more processors are further configured to execute one or more of the set of instructions to:
provide the indication to a display device comprising an environment-controlled interface, the indication including third information identifying the user and a location of the user, and an indication that the user requires in-person assistance.

14. The server system of claim 2 , wherein the one or more processors are further configured to execute one or more of the set of instructions to:
identify a transaction amount based on a determination of the first item being positioned in a predetermined area of the environment;
receive transaction information from the user tag; and
authenticate the transaction information with a financial services provider.

15. A system for sensing user interaction with one or more items in an environment, the system comprising:
at least one item tag associated with at least one of the one or more items, the at least one item tag being configured to indicate identification information corresponding to the at least one item;
at least one hub configured to provide a sensor network, the at least one hub being configured to detect, via the sensor network, the at least one item tag and receive identification information of the at least one item tag; wherein the hub is further configured to detect, via the sensor network, at least one user tag and receive user identification information of a user associated with the at least one user tag and to determine when the at least one user tag is positioned in close proximity to the at least one item tag; and
a server system comprising a memory storing a set of instructions and at least one processor configured to execute one or more of the set of instructions to:
determine a first user interaction with the at least one item based on a communication signal received from the at least one hub, the communication signal indicating the at least one user tag is in close proximity to the at least one item tag, wherein the linkage is based on communications received by the hub from the item tag and the user tag;
identify, based on the communication signal, at least one metric associated with the first user interaction, the at least one metric being derived from a duration and timing of movement of the user;
compare the at least one identified metric with a set of rules associated with a type of the at least one metric to determine whether the at least one metric falls within a range of values that is dynamically determined based on prior second user interactions with second items in the environment, wherein the set of rules is dynamically adjusted based on aggregate user behavior derived from an analysis of real-time and historical data associated with the user; and
provide to at least one of a client device or an interface, an indication of a nature of the user interaction based on the comparison.

16. The system of claim 15 , wherein the at least one user tag and the at least one item tag are determined to be in close proximity to each other when they are less than or equal to 12 inches apart.

17. The system of claim 16 , wherein the at least one hub is configured to detect positioning of the at least one user tag relative to the at least one item tag.

18. The system of claim 17 , wherein the at least one hub is configured to enable a hub network and to detect a location of the at least one user tag and the at least one item tag over the hub network.

19. The system of claim 18 , wherein the at least one user tag and the at least one item tag are determined to be in close proximity to each other based on changes in an electric field provided by the hub network.

20. The system of claim 17 , wherein the at least one user tag and the at least one item tag are determined to be in close proximity to each other based on communication enabled by at least one of an infrared signal, a radio wave signal, or electromagnetic induction.

Assignees

• Capital One Services Llc

Inventors

• Stern Matthew
• Deperro Jason
• Makoski Dan
• Taniguchi Makiko

Classifications

• H04L67/535

  Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34) · CPC title

• H04L67/52

  specially adapted for the location of the user terminal · CPC title

• G06Q30/0261

  based on user location · CPC title

• G06Q30/0269 Primary

  based on user profile or attribute · CPC title

• H04L67/18

  Electricity · mapped topic