Customer touchpoint patterns and associated sentiment analysis

• US 10,123,172 B2
• Filed: 01/05/2017
• Issued: 11/06/2018
• Est. Priority Date: 01/05/2017
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Deluca, Lisa Seacat, Price, Dana L., Smith-Eigenbrode, Shelbee D.
• Primary Examiner(s): Osifade, Idowu O
• Application Number:
  US15/399,264
• Publication Number:
  US 20180192244A1
• Time in Patent Office: 670 Days
• CPC Class Codes: H04L 67/52 specially adapted for the location of the user terminal
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34
• CPC Class Codes: H04L 67/55 Push-based network services
• CPC Class Codes: H04W 4/023 using mutual or relative location information between multiple location based services [LBS] targets or of distance thresholds

Abstract

Systems and methods for customer touchpoint pattern and sentiment analysis are disclosed. In embodiments, a computer-implemented method comprises: detecting, by a computer device, the presence of a mobile device of a participant within a venue during a first event; monitoring, by the computing device, the location of the mobile device of the participant within the venue during the first event; detecting, by the computing device, at least one interaction event between the participant and a venue associate; recording, by the computing device, first event data including interaction event data; detecting, by the computing device, the presence of the mobile device of the participant within the venue during a second event; determining, by the computing device, one or more customer service parameters based on the first event data; and generating, by the computing device, an alert based on the one or more customer service parameters.

Claims

1. A computer-implemented method for customer touchpoint pattern and sentiment analysis, comprising:

detecting, by a computer device, the presence of a remote mobile device of a participant within a venue during a first event;

recording, by the computing device, location data based on movement of the mobile device of the participant through a plurality of zones of the venue during the first event;

detecting, by the computing device, at least one interaction event during the first event between the participant and a venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate;

recording, by the computing device upon detecting the at least one interaction event, first event data including interaction event data of the at least one interaction event and the location data;

detecting, by the computing device, the presence of the mobile device of the participant within the venue during a second event subsequent to the first event;

determining, by the computing device, one or more customer service parameters based on the first event data, including the interaction event data;

assigning a rating to the venue associate based on the one or more customer service parameters;

generating, by the computing device, an alert during the second event based on the rating; and

sending, by the computing device, a notification during the second event based on the alert.

2. The computer-implemented method of claim 1, wherein the one or more customer service parameters include a sentiment value indicative of sentiment of the participant with respect to the venue associate.

3. The computer-implemented method of claim 2, wherein the sentiment value is a positive sentiment value, and wherein the sending the notification comprises sending the notification to the mobile device of the venue associate at the venue recommending the venue associate assist the participant based on the alert.

4. The computer-implemented method of claim 3, wherein:

the first event data includes purchase data; and

the notification includes the purchase data and the interaction event data.

5. The computer-implemented method of claim 3, further comprising:

receiving, by the computing device, an indication that the venue associate is unavailable during the second event; and

based on receiving the indication that the venue associate is unavailable, sending, by the computing device, a notification during the second event to a remote mobile device of another venue associate at the venue recommending that the other venue associate assist the participant based on the alert.

6. The computer-implemented method of claim 2, wherein the sentiment value is a negative sentiment value, and wherein the sending the notification comprises sending the notification to a remote mobile device of another venue associate at the venue recommending the other venue associate assist the participant based on the alert.

7. The computer-implemented method of claim 1, further comprising:

receiving, by the computing device, the location data from a Bluetooth beacon monitoring device at the venue; and

receiving, by the computing device, location data of the mobile device of the venue associate from the Bluetooth beacon monitoring device.

8. The computer-implemented method of claim 1, further comprising:

detecting, by the computing device, at least one interaction event between the participant and a second venue associate, wherein the first event data includes interaction event data regarding the at least one interaction event between the participant and the venue associate and the at least one interaction event between the participant and a second venue associate;

determining, by the computing device, a sentiment of the participant with respect to the venue associate during the first event based on the first event data; and

determining, by the computing device, a sentiment of the participant with respect to the second venue associate during the first event based on the first event data;

wherein generating the system alert is further based on the determined sentiment of the participant with respect to the venue associate and the determined sentiment of the participant with respect to the second venue associate.

9. The computer-implemented method of claim 8, wherein the sending the notification comprises sending the notification to one of the venue associate and the second venue associate to assist the participant, based on the alert.

10. The computer-implemented method of claim 8, wherein the one or more customer service parameters is selected from the group consisting of:

an amount of time of the at least one interaction event;

a number of interaction events;

participant feedback regarding the first event;

venue associate feedback regarding the first event;

a monetary amount of a purchase during the first event;

a number of items or services purchased during the first event;

a monetary amount of a purchase related to a designated zone of the venue associate;

one or more purchase returns;

sentiment values associated with one or more interactions; and

combinations thereof.

11. The method of claim 1, further comprising sending, by the computing device, a second notification during the second event based on the alert, wherein the first notification includes instructions to assist the participant and the second notification includes instructions to refrain from assisting the participant.

12. The method of claim 1, further comprising generating, by the computing device, a map showing a journey of the participant and the venue associated before, during and after the interaction event.

13. A computer program product for customer touchpoint pattern and sentiment analysis, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions executable by a computing device to cause the computing device to:

detect the presence of a remote mobile device of a participant within a venue during a first event;

monitor the location of the mobile device of the participant within the venue during the first event;

detect at least one interaction event within a physical space of the venue during the first event between the participant and a venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate for a predetermined amount of time during the first event;

record first event data, including interaction event data of the at least one interaction event, in a touchpoint database;

detect the presence of the mobile device of the participant within the venue during a second event;

access, based on detecting the presence of the mobile device of the participant during the second event, the first event data in the touchpoint database;

determine sentiment data indicative of sentiment of the participant with respect to the venue associate based on the accessed first event data;

generate an alert based on the sentiment data; and

send a notification based on the alert.

14. The computer program product of claim 13, wherein the notification is sent to the mobile device of the venue associate, the sentiment data is a positive sentiment value, and the notification is a notification recommending the venue associate assist the participant based on the alert, wherein the notification includes purchase data and interaction event data.

15. The computer program product of claim 14, the program instructions further cause the computing device to:

receive an indication that the venue associate is unavailable from the mobile device of the venue associate; and

based on receiving the indication that the venue associate is unavailable, send a notification to a mobile device of another venue associate at the venue recommending that the other venue associate assist the participant based on the alert.

16. The computer program product of claim 13, wherein the program instructions further cause the computing device to:

detect at least one interaction event between the participant and a second venue associate during the first event, wherein the first event data includes interaction event data regarding the at least one interaction event between the participant and the venue associate and the at least one interaction event between the participant and a second venue associate; and

determine sentiment data of the participant with respect to the second venue associate during the first event based on the data stored in the touchpoint database;

wherein the sending the notification comprises sending the notification to one of the venue associate and the second venue associate to assist the participant, based on the alert, and wherein generating the system alert is based on the determined sentiment of the participant with respect to the venue associate and the determined sentiment of the participant with respect to the second venue associate.

17. A system for customer touchpoint pattern and sentiment analysis, comprising:

a CPU, a computer readable memory and a computer readable storage medium associated with a computing device;

program instructions to receive location data of a remote mobile device of a participant from a Bluetooth beacon monitoring device within the venue;

program instructions to detect the presence of the mobile device of the participant within the venue during a first event based on the location data;

program instructions to track the location of the mobile device of the participant within the venue during the first event based on the location data;

program instructions to detect at least one interaction event within the venue between the participant and an on-site venue associate, wherein detecting the at least one interaction event comprises detecting that the mobile device of the participant is within a threshold distance of a mobile device of the venue associate for a predetermined amount of time during the first event;

program instructions to record first event data including interaction event data of the at least one interaction event;

program instructions to end the recording of the first event data upon detecting that the mobile device is no longer within the predetermined zone;

program instructions to detect the presence of the mobile device of the participant within the predetermined zone of the venue during a second event after the first event;

program instructions to access, based on detecting the presence of the mobile device of the participant during the second event, the first event data;

program instructions to determine one or more customer service parameters based on the accessed first event data, the customer parameters including a sentiment value indicative of the sentiment of the participant with respect to the venue associate;

program instructions to assign a rating to the venue associate based on the one or more customer service parameters;

program instructions to generate an alert during the second event based on the one or more customer service parameters and the rating;

program instructions to assign a particular venue associate to assist the participant during the second event; and

program instructions to send a notification to the particular venue associate assigned to assist the participant during the second event, wherein the notification includes details regarding the first event,

wherein the program instructions are stored on the computer readable storage medium for execution by the CPU via the computer readable memory.

18. The system of claim 17, further comprising wherein sending the notification comprises sending the notification to the mobile device of the venue associate recommending the venue associate assist the participant based on the alert, wherein the notification includes purchase data and interaction event data and the sentiment value is a positive sentiment value.

19. The system of claim 17, further comprising:

program instructions to detect at least one interaction event between the participant and a second venue associate during the first event, wherein the first event data includes interaction event data regarding the at least one interaction event between the participant and the venue associate and the at least one interaction event between the participant and the second venue associate; and

program instructions to determine a sentiment value indicative of sentiment of the participant with respect to the second venue associate during the first event based on the accessed first event data;

program instructions to assign a rating to the second venue associate based on the one or more customer service parameters;

wherein the sending the notification comprises sending the notification to one of the venue associate and the second venue associate to assist the participant, based on the alert, and

wherein generating the system alert is based on the determined sentiment of the participant with respect to the venue associate the determined sentiment of the participant with respect to the second venue associate, the rating of the venue associate, and the rating of the second venue associate.

20. The system of claim 17, wherein the one or more customer service parameters is further selected from the group consisting of:

an amount of time of the at least one interaction event;

a number of interaction events;

participant feedback regarding the first event;

venue associate feedback regarding the first event;

a monetary amount of a purchase during the first event;

a number of items or services purchased during the first event;

a monetary amount of a purchase related to a designated zone of the venue associate;

one or more purchase returns; and

combinations thereof.