System and method for notifying customers of checkout queue activity

• US 10,325,294 B2
• Filed: 12/10/2015
• Issued: 06/18/2019
• Est. Priority Date: 12/10/2014
• Status: Active Grant

• Current Assignee: Meijer (Meijer Cos. Ltd.)
• Original Assignee: Meijer (Meijer Cos. Ltd.)
• Inventors: Pugh, Brian, Robinson, Jr., Elmer L., Pallas, David Scott, Ross, K. Michael
• Primary Examiner(s): Masud, Rokib
• Application Number:
  US14/965,796
• Publication Number:
  US 20160171566A1
• Time in Patent Office: 1,286 Days
• Field of Search: 705 16, 705 24
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A system and method for notifying customers of a retail enterprise of checkout queue activity includes a stored identification code identifying a location in or near a customer entry area to multiple point-of-sale systems grouped together in a brick-and-mortar outlet of the retail enterprise, and customer codes associated in a database with various customers of the retail enterprise, monitoring purchase transaction activity at each of the plurality of point-of-sale systems. An operating state of each of the point-of-sale systems is determined based on the monitored purchase transaction activity thereof. In response to a wirelessly received customer code and identification code, a notification message is wirelessly transmitted to a mobile communication device identified by a matching one of the customer codes in the database if the wirelessly received identification code matches the stored identification code. The notification message includes information identifying the operating state of at least one point-of-sale system.

Claims

1. A method of notifying customers of a retail enterprise of checkout queue activity, the method comprising:

with a processor, storing in a database a plurality of customer codes each identifying a different one of a plurality of customers of the retail enterprise,

with the processor, associating in the database each of the plurality of customer codes with communication information identifying a mobile communication device associated with a respective one of the plurality of customers,

monitoring, with the processor, purchase transaction activity at each of a plurality of point-of-sale systems of the retail enterprise, each of the plurality of point-of-sale systems grouped together in a single customer checkout area of a brick-and-mortar store of the retail enterprise,

determining, with the processor, an operating state of each of the plurality of point-of-sale systems based on the monitored purchase transaction activity thereof,

with the processor, determining that one of the plurality of customers has entered a customer entry area to the customer checkout area of the brick-and-mortar store based on a detected presence in the customer entry area of a mobile communication device identified by the communication information associated in the database with the one of the plurality of customer codes, and

in response to determining that the one of the plurality of customers has entered the customer entry area to the customer checkout area of the brick-and-mortar store, wirelessly transmitting, under control of the processor, a notification message to the mobile communication device identified by the communication information associated in the database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers, the notification message including information identifying the operating state of one or more of the plurality of point-of-sale systems.

2. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems not presently processing a purchase transaction,

wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information identifying one or more of the plurality of point-of-sale systems not presently processing a purchase transaction as available to process a purchase transaction.

3. The method of claim 2, further comprising determining, with the processor, the one of the plurality of point-of-sale systems not presently processing a purchase transaction that is closest in proximity to the customer entry area of the customer checkout area,

wherein the information in the notification message identifying one or more of the plurality of point-of-sale systems not presently processing a purchase transaction as available to process a purchase transaction includes the one or more of the plurality of point-of-sale systems not presently processing a purchase transaction that is closest in proximity to the customer entry area of the customer checkout area.

4. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems presently processing a purchase transaction,

wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information identifying one or more of the plurality of point-of-sale systems presently processing a purchase transaction.

5. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems not presently processing a purchase transaction, and identifying, with the processor, each of the plurality of point-of-sale systems presently processing a purchase transaction,

and wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information identifying one or more of the plurality of point-of-sale systems presently processing a purchase transaction and one or more of the plurality of point-of-sale systems not presently processing a purchase transaction.

6. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems presently processing a purchase transaction,

and wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information indicating that all of the plurality of point-of-sale systems are busy if each of the plurality of point-of-sale systems is presently processing a purchase transaction.

7. The method of claim 6, further comprising, if each of the plurality of point-of-sale systems is presently processing a purchase transaction:

generating or retrieving from a database, with the processor, at least one virtual discount coupon, and

including the at least one virtual discount coupon in or with the notification message transmitted, under control of the processor, to the mobile communication device identified by the communication information associated in the database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers.

8. The method of claim 7, further comprising:

with the processor, associating in the database each of the plurality of customer codes with a different one of a plurality of purchase histories, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise,

with the processor, accessing the one of the plurality of purchase histories associated in the database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers, and

generating or retrieving from a database the at least one virtual discount coupon based on one or more of the prior purchases included in the accessed one of the plurality of purchase histories.

9. The method of claim 6, further comprising:

with the processor, associating in the database one or more of the plurality of customer codes with a preferred status indicator, and

if each of the plurality of point-of-sale systems is presently processing a purchase transaction,

including in the notification message information identifying one of the plurality of point-of-sale systems pre-designated as no waiting if the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers is also associated in the database with a preferred status indicator.

10. The method of claim 9, further comprising, if each of the plurality of point-of-sale systems is presently processing a purchase transaction and the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers is not also associated in the database a preferred status indicator:

generating or retrieving from a database, with the processor, at least one virtual discount coupon, and

including the at least one virtual discount coupon in or with the notification message transmitted, under control of the processor, to the mobile communication device identified by the communication information associated in the database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers.

11. The method of claim 10, further comprising:

with the processor, associating in the database each of the plurality of customer codes with a different one of a plurality of purchase histories, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise,

accessing, with the processor, the one of the plurality of purchase histories associated in the first or second database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers, and

generating or retrieving from a database the at least one virtual discount coupon based on one or more of the prior purchases included in the accessed one of the plurality of purchase histories.

12. The method of claim 1 wherein each of the plurality of point-of-sale systems defines a customer checkout lane through which customers pass during purchase transactions processed by the point-of-sale system,

and wherein monitoring the purchase transaction activity at each of the plurality of point-of-sale systems comprises at least one of monitoring, with the processor, a purchase transaction state of each of the plurality of point-of-sale systems and monitoring, with the processor, customer traffic in each of the plurality of checkout lanes, the purchase transaction state of each of the plurality of point-of-sale systems being one of presently processing a purchase transaction and not presently processing a purchase transaction,

and wherein the method further comprises:

estimating, with the processor, a plurality of wait times each for a different one the plurality of point-of-sale systems based on the monitored purchase transaction activity at the different one of the plurality of point-of-sale systems, each of the plurality of wait times defining an estimated amount of time from the present that the corresponding one of the plurality of point-of-sale systems will be available to conduct a purchase transaction for a customer that presently enters the customer checkout lane, and

determining, with the processor, the operating state of each of the plurality of point-of-sale systems based on at least one of the purchase transaction state and the wait time thereof.

13. The method of claim 12, wherein determining the operating state of each of the plurality of point-of-sale systems comprises determining, with the processor, as available to process a purchase transaction each of the plurality of point-of-sale systems having a purchase transaction state corresponding to not presently processing a purchase transaction.

14. The method of claim 12, wherein determining an operating state of each of the plurality of point-of-sale systems comprises determining, with the processor, as presently processing a purchase transaction each of the plurality of point-of-sale systems having an associated wait time greater than a first threshold wait time and less than or equal to a second threshold wait time.

15. The method of claim 12, wherein determining an operating state of each of the plurality of point-of-sale systems comprises determining, with the processor, as presently busy each of the plurality of point-of-sale systems having an associated wait time greater than the second threshold wait time.

16. The method of claim 15 further comprising, if the operating state of each of the plurality of point-of-sale systems is presently busy:

generating or retrieving from a database, with the processor, at least one virtual discount coupon, and

including the at least one virtual discount coupon in or with the notification message transmitted, under control of the processor, to the mobile communication device identified by the communication information associated in the database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers.

17. The method of claim 16, further comprising:

with the processor, associating in the database each of the plurality of customer codes with a different one of a plurality of purchase histories, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise,

accessing, with the processor, the one of the plurality of purchase histories associated in the first or second database with the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers, and

generating or retrieving from a database the at least one virtual discount coupon based on one or more of the prior purchases included in the accessed one of the plurality of purchase histories.

18. The method of claim 16, further comprising:

with the processor, associating in the database one or more of the plurality of customer codes with a preferred status indicator, and

if the operating state of each of the plurality of point-of-sale systems is presently busy,

including in the notification message information identifying one of the plurality of point-of-sale systems pre-designated as no waiting if the one of the plurality of customer codes associated in the database with the entering one of the plurality of customers is also associated in the database with a preferred status indicator.

19. The method of claim 12, wherein estimating the plurality of wait times for each of the plurality of point-of-sale systems comprises:

determining, with the processor, the purchase transaction state of each of the plurality of point-of-sale systems,

for each of the plurality of point-of-sale systems having a purchase transaction state of not currently processing a purchase transaction, determining the wait time to be less than or equal to the first threshold wait time, and

for each of the plurality of point-of-sale systems having a purchase transaction state of currently processing a purchase transaction, estimating the wait time as a function of the monitored customer traffic in the checkout lane thereof,

wherein the information in the notification message identifying the operating state of any of the plurality of point-of-sale systems for which the wait time is less than or equal to a first threshold wait time identifies the operating state as available to process a purchase transaction.