Customer Service Based Upon In-Store Field-of-View and Analytics

Patent metadata

Field	Value
Publication number	US-2016148218-A1
Application number	US-201414549010-A
Country	US
Kind code	A1
Filing date	Nov 20, 2014
Priority date	Nov 20, 2014
Publication date	May 26, 2016
Grant date	—

Abstract

Concepts and technologies disclosed herein are directed to aspects of customer service based upon in-store field-of-view and analytics. According to one aspect disclosed herein, a store analytics system can collect user information associated with a plurality of users located within an environment. The store analytics system also can collect user device information associated with a plurality of user devices associated with the plurality of users. The store analytics system also can collect estimated fields-of-view associated with the plurality of users. The store analytics system can analyze the user information, the user device information, and the estimated fields-of-view to identify at least one commonality shared among at least two of the plurality of users. The store analytics system can create a logical group. The logical group can include the at least two users of the plurality of users that share the commonality.

First claim

What is claimed is:

1 . A method comprising:
collecting, by a store analytics system comprising a processor that executes a store analytics application, user information associated with a plurality of users located within an environment, user device information associated with a plurality of user devices associated with the plurality of users, and estimated fields-of-view associated with the plurality of users; analyzing, by the store analytics system, the user information, the user device information, and the estimated fields-of-view to identify a commonality shared among at least two users of the plurality of users; and creating, by the store analytics system, a logical group comprising the at least two users of the plurality of users that share the commonality.

2 . The method of claim 1 , further comprising:
generating, by the store analytics system, an offer directed to the logical group; and sending, by the store analytics system, the offer to the logical group.

3 . The method of claim 2 , wherein sending, by the store analytics system, the offer to the logical group comprises sending, by the store analytics system, the offer to each user device of the plurality of user devices that is associated with a member of the logical group.

4 . The method of claim 2 , wherein sending, by the store analytics system, the offer to the logical group comprises sending, by the store analytics system, the offer to a signage for presentation of the offer to the logical group.

5 . The method of claim 1 , further comprising:
collecting, by the store analytics system, traffic pattern data associated with a traffic pattern of the logical group; generating, by the store analytics system, a notification message to instruct customer service personnel to accommodate members of the logical group; and sending, by the store analytics system, the notification message to the customer service personnel.

6 . The method of claim 1 , further comprising instructing, by the store analytics system, a remote agent to provide assistance to members of the logical group.

7 . The method of claim 1 , further comprising:
generating, by the store analytics system, a message directed to a member of a social network platform, the message instructing the member of the social network platform to provide assistance to the logical group; and sending, by the store analytics system, the message to the member of the social network platform.

8 . A store analytics system comprising:
a processor; and a memory that stores computer-executable instructions that, when executed by the processor, cause the processor to perform operations comprising:
collecting user information associated with a plurality of users located within an environment, user device information associated with a plurality of user devices associated with the plurality of users, and estimated fields-of-view associated with the plurality of users,
analyzing the user information, the user device information, and the estimated fields-of-view to identify a commonality shared among at least two users of the plurality of users, and
creating a logical group comprising the at least two users of the plurality of users that share the commonality.

9 . The store analytics system of claim 8 , wherein the operations further comprise:
generating an offer directed to the logical group; and sending the offer to the logical group.

10 . The store analytics system of claim 9 , wherein sending the offer to the logical group comprises sending the offer to each user device of the plurality of user devices that is associated with a member of the logical group.

11 . The store analytics system of claim 9 , wherein sending the offer to the logical group comprises sending the offer to a signage for presentation of the offer to the logical group.

12 . The store analytics system of claim 8 , wherein the operations further comprise:
collecting traffic pattern data associated with a traffic pattern of the logical group; generating a notification message to instruct customer service personnel to accommodate members of the logical group; and sending the notification message to the customer service personnel.

13 . The store analytics system of claim 8 , wherein the operations further comprise instructing a remote agent to provide assistance to members of the logical group.

14 . The store analytics system of claim 8 , wherein the operations further comprise:
generating a message directed to a member of a social network platform, the message instructing the member of the social network platform to provide assistance to the logical group; and sending the message to the member of the social network platform.

15 . A computer-readable storage medium having computer-executable instructions that, when executed by a processor of a store analytics system, cause the store analytics system to perform operations comprising:
collecting user information associated with a plurality of users located within an environment, user device information associated with a plurality of user devices associated with the plurality of users, and estimated fields-of-view associated with the plurality of users; analyzing the user information, the user device information, and the estimated fields-of-view to identify a commonality shared among at least two users of the plurality of users; and creating a logical group comprising the at least two users of the plurality of users that share the commonality.

16 . The computer-readable storage medium of claim 15 , wherein the operations further comprise:
generating an offer directed to the logical group; and sending the offer to the logical group.

17 . The computer-readable storage medium of claim 16 , wherein sending the offer to the logical group comprises sending the offer to each user device of the plurality of user devices that is associated with a member of the logical group.

18 . The computer-readable storage medium of claim 16 , wherein sending the offer to the logical group comprises sending the offer to a signage for presentation of the offer to the logical group.

19 . The computer-readable storage medium of claim 15 , wherein the operations further comprise instructing a remote agent to provide assistance to members of the logical group.

20 . The computer-readable storage medium of claim 15 , wherein the operations further comprise:
generating a message directed to a member of a social network platform, the message instructing the member of the social network platform to provide assistance to the logical group; and sending the message to the member of the social network platform.

Assignees

• At & T Ip I Lp

Inventors

• Koch Robert Alan
• Craine Ari
• Bedingfield Sr James Carlton

Classifications

• G06Q10/40

  Business processes related to social networking or social networking services · CPC title

• H04L51/32

  Electricity · mapped topic

• G06Q30/0201 Primary

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

• G06Q30/016

  After-sales · CPC title

• G06Q50/01

  Physics · mapped topic