Customer touchpoint patterns and associated sentiment analysis

• US 10,587,984 B2
• Filed: 04/24/2019
• Issued: 03/10/2020
• 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:
  US16/393,161
• Publication Number:
  US 20190253838A1
• Time in Patent Office: 321 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 comprising:

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

determining, by the computing device, that an interaction between the participant and a venue associate has occurred during the first event, wherein the determining the interaction has occurred comprises detecting that the mobile device of the participant is within a predetermined threshold distance of a mobile device of the venue associate for a predetermined amount of time during the first event;

recording, by the computing device, first event data during the first event, including interaction event data associated with the interaction;

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; and

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

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

assigning, by the computing device, a rating to the venue associate based on the one or more customer service parameters; and

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

3. The computer-implemented method of claim 2, wherein the rating indicates that the interaction was positive or negative.

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

5. The computer-implemented method of claim 1, 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.

6. The computer-implemented method of claim 5, wherein:

the first event data includes purchase data; and

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

7. The computer-implemented method of claim 5, 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 mobile device of another venue associate at the venue recommending that the other venue associate assist the participant based.

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

receiving, by the computing device, location data from a Bluetooth beacon monitoring device at the venue, wherein the location data is based on movement of the mobile device of the participant through the venue during the first event; and

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

9. The computer-implemented method of claim 2, further comprising:

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

determining, by the computing device, a first value associated with the first event based on the first event data; and

determining, by the computing device, a second value associated with the first event based on the first event data;

wherein the notification is based on the determined the first value and the second value.

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

11. The computer-implemented method of claim 9, wherein the one or more customer service parameters is selected from the group consisting of:

an amount of time of the interaction;

a number of interactions;

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;

additional sentiment values associated with one or more interactions; and

combinations thereof.

12. A computer program product for 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 a presence of a mobile device of a participant within a venue during a first event;

detect at least one interaction 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 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 associated with the at least one interaction, in a touchpoint database;

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

determine one or more customer service parameters based on the first event data;

generate an alert based on the customer service parameters; and

send a notification based on the alert.

13. The computer program product of claim 12, wherein the program instructions further cause the computing device to assign a rating to the venue associate based on the one or more customer service parameters, the rating is a positive rating, and the notification is sent to the mobile device of the venue associate based on the positive rating, and the notification is a notification recommending the venue associate assist the participant.

14. The computer program product of claim 13, 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.

15. The computer program product of claim 12, wherein the program instructions further cause the computing device to:

detect at least one interaction 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 between the participant and the venue associate and the at least one interaction between the participant and a second venue associate; and

assign a rating to the venue associate based on the first event data;

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 first event data.

16. A system comprising:

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

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

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

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

program instructions to determine one or more customer service parameters based on the first event data, including the interaction event data;

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.

17. The system of claim 16, 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.

18. The system of claim 16, further comprising:

program instructions to detect at least one interaction 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 between the participant and the venue associate and the at least one interaction between the participant and the second venue associate; and

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 rating of the venue associate and the rating of the second venue associate.

19. The system of claim 16, 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;

a number of interactions;

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.

20. The system of claim 16, further comprising:

program instructions to determine that the particular venue associate assigned to assist the participant during the second event is not able to assist the participant when the particular venue associate declines the notification; and

program instructions to assign another venue associate to assist the participant during the second event based on the determining that the particular venue associated assigned to assist the participant during the second event is not able to assist the participant.