Customer interaction system

Patent metadata

Field	Value
Publication number	US-2018284453-A1
Application number	US-201815941120-A
Country	US
Kind code	A1
Filing date	Mar 30, 2018
Priority date	Apr 3, 2017
Publication date	Oct 4, 2018
Grant date	—

Abstract

A system that may transmit the customer data for each customer client device entering the geofence having a shopping application and profile accessible to the store's computer network to an augmented reality device. Each of the augmented reality devices may be worn by a sales associate or other employee of the store. The augmented reality devices may take the shape of any computing device, but in the exemplary embodiment the augmented reality device may be in the form of glasses or eyewear. While wearing the glasses or eyewear, the store's sales associate or employee may view customer data transmitted over the stores computer network while simultaneously viewing the physical world. The augmented reality device may present the data in the form of a heads up display (HUD), allowing the associate to know details about the customer entering the store before engaging in a conversation with the customer.

First claim

What is claimed:

1 . A method for assisting a customer comprising the steps of:
detecting, by a computer system, a client device of the customer entering a geofence established by the computer system; monitoring, by the computer system, a location of the computing device within the geofence; retrieving, by the computer system, customer data from a user profile loaded in a memory device of the computing device; overlaying, by the computer system, the customer data onto an augmented reality display device as a function of the location of the computing device being within a visible distance of the augmented reality display; further overlaying, by the computer system, a customer service guide onto the augmented reality display device, guiding how to assist the customer within the visible distance of the augmented reality display device; and dynamically updating, by the computer system, the customer data as a function of assisting the customer.

2 . The method of claim 1 , wherein the augmented reality display device is eyewear projecting the customer data onto a lens of the eyewear.

3 . The method of claim 1 , wherein the customer data is selected from the group consisting of the customer's name, pending orders, orders available for pickup, product preferences and shopping lists.

4 . The method of claim 1 , further comprising the step of:
amending, by the augmented reality display device, the customer data overlaid onto the augmented reality display device.

5 . The method of claim 1 , wherein the step of monitoring the location of the computing device is performed using a Wi-Fi positioning system (WPS) having a Wi-Fi access point positioned within the geofence.

6 . The method of claim 1 , wherein the user profile is created via a website or application and the website or application is remotely accessible to the computer system via a computer network.

7 . The method of claim 1 , further comprising the step of:
overlaying, by the computer system, a real time map onto the augmented reality display device, wherein the real time map indicates the location of the computing device or the augmented reality display device and a destination within the geofence.

8 . The method of claim 2 , wherein the customer service guide displays prompts indicating questions or actions for the employee to present to the customer during a customer interaction and wherein the prompts dynamically change as a function of the customer's responses during the customer interaction.

9 . The method of claim 8 , wherein the customer service guide directs the employee to inquire about pending orders, orders available for pickup, product preferences and shopping lists.

10 . The method of claim 1 , wherein the augmented reality display device records and monitors an employee performance during interactions with the customer.

11 . A computer system comprising:
a processor; a memory device coupled to the processor; an augmented display device placed into wireless communication with the processor, the augmented display device having a heads up display; and a computer readable storage device coupled to the processor, wherein the storage device contains program code executable by the processor via the memory device to implement a method for assisting a customer comprising the steps of:
detecting, by a computer system, a computing device entering a geofence established by the computer system;
monitoring, by the computer system, a location of the computing device within the geofence;
retrieving, by the computer system, customer data from a user profile loaded in a memory device of the computing device;
overlaying, by the computer system, the customer data onto an augmented reality display device as a function of the location of the computing device being within a visible distance of the augmented reality display;
further overlaying, by the computer system, a customer service guide onto the augmented reality display device, guiding how to assist the customer within the visible distance of the augmented display device; and
dynamically updating, by the computer system, the customer data as a function of assisting the customer.

12 . The computer system of claim 11 wherein the employee viewing device is eyewear and the augmented reality display device is projected onto a lens of the eyewear.

13 . The computer system of claim 11 wherein the customer data is selected from the group consisting of the customer's name, pending orders, orders available for pickup, product preferences and shopping lists.

14 . The computer system of claim 11 , wherein the method for assisting a customer further comprises:
amending, by the employee, the customer data overlaid onto the augmented reality display device.

15 . The computer system of claim 11 wherein the step of monitoring the location of the computing device is performed using a Wi-Fi positioning system (WPS) having a Wi-Fi access point positioned within the geofence.

16 . The computer system of claim 11 , wherein the user profile is created via a website or application and the website or application is remotely accessible to the computer system via a computer network.

17 . The computer system of claim 11 , further comprising:
overlaying, by the computer system, a real time map onto the augmented reality display device, wherein the real time map indicates the location of the computing device or the augmented reality display device and a destination within the geofence.

18 . The computer system of claim 12 , wherein the customer service guide displays prompts indicating questions or actions for the employee to present to the customer during a customer interaction and wherein the prompts dynamically change as a function of the customer's responses during the customer interaction.

19 . The computer system of claim 18 , wherein the customer service guide directs the employee to inquire about pending orders, orders available for pickup, product preferences and shopping lists.

20 . The computer system of claim 18 , wherein the augmented reality display device records and monitors an employee performance during interactions with the customer.

Assignees

• Walmart Apollo Llc

Inventors

• Irvin Leslie
• Bacallao Yurgis Mauro

Classifications

• G06T19/006

  Mixed reality (object pose determination, tracking or camera calibration for mixed reality G06T7/00) · CPC title

• G02B2027/0178

  Eyeglass type (eyeglass details G02C) · CPC title

• H04W4/021

  Services related to particular areas, e.g. point of interest [POI] services, venue services or geofences · CPC title

• G06Q30/0641

  utilising user interfaces specially adapted for shopping · CPC title

• G02B27/0172 Primary

  characterised by optical features · CPC title