ENVIRONMENT-DRIVEN APPLICATIONS IN A CUSTOMER SERVICE ENVIRONMENT, SUCH AS A RETAIL BANKING ENVIRONMENT

• US 20070027806A1
• Filed: 07/06/2006
• Published: 02/01/2007
• Est. Priority Date: 07/29/2005
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Sands, Ian, Russ, Victor
• Application Number:
  US11/456,042
• Publication Number:
  US 20070027806A1
• Time in Patent Office: Days
• US Class Current: 705/42
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Providing enhanced customer service within an environment. A customer identification subsystem configured to automatically identify a customer that has entered the environment and a customer tracking subsystem configured to automatically track activities, current locations, or both activities and current locations of the identified customer within the environment may provide input to a context processing component and/or at least one environment-driven application. The context processing component, if provided, may be configured to determine a current or near current context for the identified customer based on information provided by the customer identification subsystem and the customer tracking subsystem. The at least one environment-driven application may be configured to use customer context information provided by the context processing component (or derived independently) to facilitate providing customized customer service to the customer.

Claims

1. A system for providing enhanced customer service within an environment, the system comprising:

a customer identification subsystem configured to automatically identify a customer that has entered the environment;

a customer tracking subsystem configured to automatically track activities, current locations, or both activities and current locations of the identified customer within the environment;

a context processing component configured to determine a current or near current context for the identified customer based on information provided by the customer identification subsystem and the customer tracking subsystem; and

at least one environment-driven application configured to use customer context information provided by the context processing component to facilitate providing customized customer service to the customer.

2. The system of claim 1 wherein the environment is a banking environment and wherein the even driven application is a banking application that provides alerts to customer service representatives regarding the potential needs of customers within the environment.

3. The system of claim 1 wherein the environment is a banking environment and wherein the environment-driven application is a banking application that provides indications of customers entering the banking environment and conducting activities within the banking environment, including performing transactions at stations within the banking environment.

4. The system of claim 1 wherein the environment is a banking environment and wherein the even driven application is a banking application that provides information that facilitates customer service employees moving about the banking environment to serve customer needs.

5. The system of claim 1 wherein the environment is a banking environment and wherein the even driven application is a retail bank application that provides information that facilitates matching customer service employees with customers according to current locations or activities of customers within the banking environment, as identified by the retail bank application.

6. The system of claim 1 wherein the environment is a banking environment and wherein the even driven application is a banking application providing a dashboard interface including an dynamic map and a corresponding listing of locations of each customer in the banking environment.

7. The system of claim 1 wherein the environment is a banking environment and wherein the even driven application is a banking application providing a collaborative workspace and an overview of current or near current banking environment activities including providing an indication of the identity, current location, and current action of the customer within the banking environment.

8. The system of claim 1 wherein the environment is a banking environment and wherein the even driven application is a banking application providing customer service prioritization services based on customer awareness, location, and identification.

9. A method for providing enhanced service to a customer within an environment, the method comprising:

receiving customer identity information obtained in association with automatically identifying a physical presence of the customer in the environment;

receiving customer activity information obtained in association with automatically tracking activities performed by the customer in the environment;

determining a current or near current activity status for the identified customer based on the received customer identity information and the received customer activity information; and

providing an indication of the current or near current activity status for the identified customer to an environment-driven application configured to facilitate providing customized services to the customer.

10. The method of claim 9 wherein the environment-driven application facilitates a customer service agent greeting the customer by name as the customer approaches a customer service station without the customer having to identify himself or herself.

11. The method of claim 9 wherein the environment-driven application facilitates matching the customer with a customer service agent.

12. The method of claim 9 wherein the environment-driven application is further configured to facilitate human verification of the received customer identity information.

13. The method of claim 9 wherein the customer retains control over the extent and scope of the received customer identity information by providing customer preferences during a registration process.

14. The method of claim 9 further comprising:

receiving registration information from the customer; and

generating a user profile for the customer based on the received registration information, wherein the generated user profile facilitates the automatic identification of a physical presence of the customer in the environment.

15. The method of claim 9 wherein automatically identifying a physical presence of the customer in the environment does not require that the user expressly provide identity information.

16. The method of claim 9 wherein automatically identifying a physical presence of the customer in the environment includes identifying the customer based on biometric or facial recognition criteria.

17. The method of claim 9 wherein determining a current or near current activity status for the identified customer based on the received customer identity information and the received customer activity information comprises:

retrieving a customer profile for the customer;

processing the received customer activity information to determine an activity match from a set of stored activity options; and

applying the customer profile information to the determined activity match.

18. The method of claim 9 wherein the automatic tracking of activities performed by the customer in the environment includes tracking the physical location of the customer within the environment over time.

19. The method of claim 9 wherein the environment is an environment other than a banking environment.

20. A computer-readable medium associated with an environment-driven application, the computer-readable medium containing instructions for performing a method comprising:

receiving an indication of identity information obtained in association with automatically identifying a physical presence of a person in an environment in which the person may request assistance or services;

receiving an indication of current or near current status information for the person, wherein the status information is obtained in association with automatically tracking activities and/or locations of the person within the environment; and

applying the received indication of identity information and the received indication of current or near current status information to update an interface that facilitates providing customized customer service or assistance to the person.