Systems, devices and methods of providing customer support in locating products

Patent metadata

Field	Value
Publication number	US-10875752-B2
Application number	US-201816100064-A
Country	US
Kind code	B2
Filing date	Aug 9, 2018
Priority date	Mar 6, 2015
Publication date	Dec 29, 2020
Grant date	Dec 29, 2020

Abstract

Some embodiments provide a system comprising: multiple self-propelled motorized transport units; a wireless communication network; and a central computer comprising: a transceiver, a control circuit and a memory storing computer instructions that when executed by the control circuit cause the control circuit to: receive a request from a customer requesting location information for a requested item; identify the requested item is a category of items, and identify category location information; communicate routing instructions to the motorized transport unit based on the category location information causing the motorized transport unit to initiate physical movement; and communicate to the motorized transport unit a species clarification inquiry instruction configured to cause the motorized transport unit, while implementing routing instructions to move toward the category location, to present a clarification inquiry to the customer seeking clarification in narrowing the identified category to one or more products categorized within the identified category.

First claim

What is claimed is:

1. A system providing customer assistance at a shopping facility, comprising:
multiple self-propelled motorized transport units;
a wireless communication network; and
a central computer system that is separate and distinct from the multiple motorized transport units;
wherein the central computer system comprises:
a transceiver configured to communicate with the multiple motorized transport units located at the shopping facility;
a control circuit coupled with the transceiver; and
a memory coupled to the control circuit and storing computer instructions that when executed by the control circuit cause the control circuit to:
receive, through a motorized transport unit, a request from a customer requesting location information for a requested item;
identify the requested item is a category of items and not a specific product, and identify category location information corresponding to the requested category;
communicate routing instructions to the motorized transport unit based on the category location information causing the motorized transport unit to initiate physical movement; and
communicate to the motorized transport unit a species clarification inquiry instruction configured to cause the motorized transport unit, while implementing routing instructions to move toward the category location, to present a clarification inquiry to the customer seeking clarification in narrowing the identified category to one or more products categorized within the identified category.

2. The system of claim 1 , wherein the control circuit in executing the instructions is further configured to:
identify, based on a reply from the customer to the clarification inquiry, one or more products of interest;
obtain, based on the one or more products of interest and from an inventory database, identifying information of one or more recommended companion products that correspond with the one or more products of interest that the customer may further wish to purchase in relation to one or more products categorized within the identified category; and
communicate a companion product instruction to the motorized transport unit configured to cause the motorized transport unit to propose the purchase of at least one of the companion products by presenting to the customer the identifying information of the at least one companion product.

3. The system of claim 2 , further comprising:
obtain marketing information regarding the at least one companion product;
wherein the communication of the companion product instruction is further configured to cause the motorized transport unit to present the marketing information when proposing the at least one companion product to the customer.

4. The system of claim 2 , wherein the control circuit in executing the instructions is further configured to:
identify companion product location information corresponding to the at least one companion product;
wherein the communicating the routing instructions to the motorized transport unit directs the customer to a location of a product of interest and a location of the at least one companion product.

5. The system of claim 1 , wherein the control circuit in executing the instructions is further configured to:
identify, based on information provided by the customer in a response to the clarification inquiry, a product of interest;
identify, as specified in an inventory database, location information corresponding to the product of interest, wherein the location information for the product of interest comprises a visual representation of a vertical placement of the product of interest on a storage unit within the shopping facility relative to one or more other surrounding products; and
cause the location information to be communicated such that the location information of the product of interest is provided to the customer including causing the visual representation of the vertical placement of the product of interest to be displayed and visible to the customer.

6. The system of claim 1 , wherein the control circuit in executing the instructions is further configured to:
identify, based on multiple clarification replies from the customer to multiple clarification inquiries presented to the customer, a product of interest;
identify, as specified in an inventory database, location information corresponding to the product of interest; and
cause the location information to be communicated such that the location information is provided to the customer.

7. The system of claim 6 , wherein the control circuit in causing the location information to be communicated causes mapping information to be wirelessly communicated to a customer's user interface unit to be displayed on the user interface unit.

8. The system of claim 1 , wherein the control circuit in executing the instructions is further configured to:
communicate an item container instruction directing the motorized transport unit to temporarily cooperate with a movable item container such that the motorized transport unit in implementing routing instructions drives the item container toward the one or more products categorized within the identified category.

9. A method of providing customer assistance at a shopping facility, comprising:
by a control circuit:
receiving, through a motorized transport unit at a shopping facility, a request from a customer requesting location information for a requested item;
identifying the requested item is a category of items and not a specific product, and identifying category location information corresponding to the requested category;
communicating routing instructions to the motorized transport unit based on the category location information causing the motorized transport unit to initiate physical movement; and
communicating to the motorized transport unit a species clarification inquiry instruction configured to cause the motorized transport unit, while implementing routing instructions to move toward the category location, to present a clarification inquiry to the customer seeking clarification in narrowing the identified category to one or more products categorized within the identified category.

10. The method of claim 9 , further comprising:
identifying, based on a reply from the customer to the clarification inquiry, one or more products of interest;
obtaining, based on the one or more products of interest and from an inventory database, identifying information of one or more recommended companion products that correspond with the one or more products of interest that the customer may further wish to purchase in relation to one or more products categorized within the identified category; and
communicating a companion product instruction to the motorized transport unit configured to cause the motorized transport unit to propose the purchase of at least one of the companion products by presenting to the customer the identifying information of the at least one companion product.

11. The method of claim 10 , further comprising:
obtaining marketing information regarding the at least one companion product;
wherein the communicating the companion product instruction is further configured to cause the motorized transport unit to present the marketing information when proposing the at least one companion product to the customer.

12. The method of claim 10 , further comprising:
identifying companion product location information corresponding to the at least one companion product;
wherein the communicating the routing instructions to the motorized transport unit directs the customer to a location of a product of interest and a location of the at least one companion product.

Assignees

• Walmart Apollo Llc

Inventors

• High Donald R
• Atchley Michael D
• Winkle David C

Classifications

• H02J7/42

  with electronic devices having internal batteries, e.g. mobile phones · CPC title

• H02J7/92

  with prioritisation of loads or sources · CPC title

• H02J7/50

  acting upon multiple batteries simultaneously or sequentially · CPC title

• G06F18/214

  Generating training patterns; Bootstrap methods, e.g. bagging or boosting · CPC title

• G06Q10/1093

  Calendar-based scheduling for persons or groups · CPC title