Systems and methods for detecting and tracking customer interaction

Patent metadata

Field	Value
Publication number	US-11972459-B2
Application number	US-202117201265-A
Country	US
Kind code	B2
Filing date	Mar 15, 2021
Priority date	Dec 19, 2014
Publication date	Apr 30, 2024
Grant date	Apr 30, 2024

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 system, comprising:
a hub network of a plurality of detection hubs associated with a merchant system and at different locations in an environment, wherein the hub network comprises one or more processors and memory storing instructions that, when executed by the one or more processors, cause operations comprising:
generating one or more electric fields via one or more detection hubs;
over a time period while a user is interacting with an item, wirelessly receiving, via two or more hubs of the hub network respectively at two or more times when the user and the item are both at two or more locations, (i) tag communication signals comprising item identification information from an item tag of the item, the item identification information identifying the item, and (ii) user device communication signals comprising user identification information from a mobile device of the user, the user identification information identifying the user;
based on receiving the tag communication signals and the user device communication signals over the time period while the user is interacting with the item, generating multi-location interaction information indicating (i) multiple locations in the environment at which the user interacted with the item and (ii) a time duration that the user has interacted with the item over the multiple locations;
determining occurrence of a user interaction with the item based on the one or more electric fields; and
sending, to the merchant system, based on the determination of the occurrence of the user interaction, the multi-location interaction information related to the item; and

the mobile device configured to perform other operations comprising:
sending, to the merchant system, presence information related to the mobile device within the environment;
sending, to the hub network, the user device communication signals, wherein the user device communication signals comprises information indicative of detecting the mobile device interacting with a tag of a given item within a predetermined proximity for a predetermined duration of time in the environment, wherein the interaction information enables the merchant system to identify a metric associated with the interaction, compare the metric with a set of rules for the metric, and generate an analysis of the interaction; and
receiving, from the merchant system, an indication related to the user's interaction with the item at the multiple locations, the merchant system generating the indication based on the multi-location interaction information from the hub network.

2. The system of claim 1 , wherein generating the multi-location interaction information comprises:
determining a linkage between the user and the item based on the tag communication signals and the user device communication signals; and
in response to the determination of the linkage between the user and the item, generating the multi-location interaction information indicating (i) the multiple locations in the environment at which the user interacted with the item and (ii) the time duration that the user has interacted with the item over the multiple locations.

3. The system of claim 1 , wherein sending the multi-location interaction information to the merchant system comprises sending, via the hub network, to the merchant system, the multi-location interaction information related to the item in response to a determination that the user is interacting with the item.

4. The system of claim 1 , the operations further comprising:
generating a first electric field around a first hub of the two or more hubs and a second electric field around a second hub of the two or more hubs;
detecting, in connection with receiving at least one tag communication signals of the tag communication signals and at least one user device communication signal of the user device communication signals, an electronic field change in the first electric field or the second electric field; and
determining that the user is interacting with the item based on the electronic field change detected in connection with receiving the at least one tag communication signals and the at least one user device communication signal,
wherein sending the multi-location interaction information to the merchant system comprises sending, via the hub network, to the merchant system, the multi-location interaction information related to the item based on the determination that the user is interacting with the item.

5. The system of claim 1 ,
wherein receiving the tag communication signals and the user device communication signals comprise receiving, via the two or more hubs of the hub network, (i) the tag communication signals comprising the item identification information from the item tag of the item and (ii) card communication signals comprising card identification information from a card of the user, and
wherein generating the multi-location interaction information comprises, based on receiving the tag communication signals and the card communication signals over the time period while the user is interacting with the item, generating the multi-location interaction information indicating (i) the multiple locations in the environment at which the user interacted with the item and (ii) the time duration that the user has interacted with the item over the multiple locations.

6. The system of claim 1 , wherein the two or more hubs are part of an in-store network of hubs within a store associated with the merchant system.

7. A method comprising:
generating one or more electric fields via one or more hubs of a network of hubs;
over a time period while a user is interacting with an item, receiving, via two or more hubs of the network of hubs respectively at two or more times when the user and the item are both at two or more locations of an environment, (i) first communication signals comprising item identification information from an item tag of the item, the item identification information identifying the item, and (ii) second communication signals comprising user identification information from a mobile device of the user, the user identification information identifying the user, the second communication signals comprising information indicative of detecting the mobile device interacting with a tag of a given item within a predetermined proximity for a predetermined duration of time in the environment;
based on receiving the first communication signals and the second communication signals over the time period while the user is interacting with the item, generating, via the network of hubs, interaction information indicating (i) multiple locations in the environment at which the user interacted with the item and (ii) a time duration that the user has interacted with the item over the multiple locations;
determining occurrence of a user interaction with the item based on the one or more electric fields; and
sending, to a merchant system, based on the determination of the occurrence of the user interaction, the interaction information related to the item,
wherein an indication related to the user's interaction with the item at the multiple locations is provided by the merchant system to the mobile device based on the interaction information,
wherein the interaction information enables the merchant system to identify a metric associated with the interaction, compare the metric with a set of rules for the metric, and generate an analysis of the interaction.

8. The method of claim 7 , wherein generating the interaction information comprises:
determining a linkage between the user and the item based on the first communication signals and the second communication signals; and
based on the determination of the linkage between the user and the item, g

Assignees

• Capital One Services Llc

Inventors

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

Classifications

• G06Q30/0269 Primary

  based on user profile or attribute · CPC title

• G06Q30/0261

  based on user location · CPC title

• H04L67/52

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

• H04L67/535

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