PRE-QUALIFIED OR HISTORY-BASED CUSTOMER SERVICE

• US 20100235218A1
• Filed: 05/20/2010
• Published: 09/16/2010
• Est. Priority Date: 09/29/2008
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: SKIBA, David, ERHART, George, MATULA, Valentine
• Application Number:
  US12/784,369
• Publication Number:
  US 20100235218A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0205 Location or geographical consideration
• CPC Class Codes: G06Q 30/0252 based on events or environment, e.g. weather or festivals
• CPC Class Codes: G06Q 30/0261 based on user location

Abstract

System and methods are presented to receive presence information about a customer of an enterprise. The presence information can be geo-presence information, which may be provided by a geo-presence system or by a third party. Information within the geo-presence information can identify the customer. With the identity, personal information about the customer can be retrieved. The personal information can include aggregations or associations of the customer and other people, places, items, etc. From the presence and personal information, the system can inform, direct, or modify interactions with customers. The changes to the interactions can target customers that the enterprise may value more and may be more willing to engage in consumer activity.

Claims

1. A method for responding to an event associated with geo-location information, the method comprising:

a processor receiving geo-location information for a first customer;

the processor identifying the first customer;

the processor determining a history profile associated with the first customer;

the processor determining an event rule associated with the first customer and the history profile;

the processor applying the event rule;

the processor determining an action to be conducted in response to applying the event rule; and

the processor sending a signal to cause the action to be conducted, wherein the action requires in-store personnel to behave in a defined manner.

2. The method as defined in claim 1, wherein the history profile includes at least one of a group consisting of aggregations of people, aggregations of items, aggregations of events, results of previous marketing strategies, a machine address, Bluetooth capability, results of previous customer service strategies, pre-analyzed information, registrations, classifications, previously consumer activity, and anticipatory response.

3. The method as defined in claim 1, wherein the geo-location information comprises an identity for the first customer and wherein identifying the first customer comprises one of a group consisting of a.

4. The method as defined in claim 3, wherein determining the history profile associated with the first customer comprises in response to locating the identity of the first customer in the enterprise directory, retrieving the history profile associated with the first customer associated with the identity as stored within the enterprise directory.

5. The method as defined in claim 1, wherein the event rule is created by an enterprise.

6. The method as defined in claim 1, wherein applying the event rule comprises:

a decision support system retrieving at least one item of information about the first customer;

the decision support system inserting the item of information and the history profile associated with the first customer into the event rule; and

the decision support system calculating an outcome for the event rule.

7. The method as defined in claim 6, wherein the action is one of a group consisting of denying the first customer access to a location associated with an enterprise, denying the first customer access to a system associated with an enterprise, disabling a device, denying the first customer operation of a system associated with an enterprise, denying operation of a system without the first customer located at a location, sending a message to at least a second person to respond to a status associated with the first customer, and alerting the first customer of an obligation.

8. A computer readable medium having stored thereon instructions that cause a computer to execute a method for conducting an action associated with a geo-location, the instructions comprising:

instructions to receive geo-location information for at least a first customer and a second person;

instructions to identify the first customer and the second person;

instructions to determine a relationship between the first customer and the second person;

instructions to determine an event rule associated with the first customer and the second person;

instructions to apply the event rule;

instructions to determine an action to conduct in response to applying the event rule; and

instructions to cause the action to be conducted, wherein the action requires a reaction by the second person in response to the history profile associated with the first customer.

9. The computer readable medium as defined in claim 8, wherein the history profile is one of a group consisting of furlough, leave, closure, sabbatical, holiday, and vacation.

10. The computer readable medium as defined in claim 9, wherein the action is one of a group consisting of assuming the duties of the first customer a period of time, waiting for the first customer at a location before conducting an action, responding to an alert caused by the first customer, retrieving an item of property associated with the first customer, and locating the first customer to provide assistance.

11. The computer readable medium as defined in claim 8, wherein the first customer and second person are members of a geo-pod.

12. The computer readable medium as defined in claim 8, further comprising instructions to determine a second status for the second person.

13. The computer readable medium as defined in claim 8, further comprising:

instructions to apply a second event rule, wherein the second event rule is associated with the history profile associated with the second person and the history profile associated with the first customer;

instructions to determine a second action to conduct in response to applying the second event rule; and

instructions to conduct the second action, wherein the second action requires a response by a third person.

14. An interaction center system for an enterprise comprising:

a geo location service operable to provide geo location information for at least one person;

an enterprise server operable to provide personal information about at least one person and operable to provide at least one event rule associated with the person;

an interaction center server in communication with the geo location service and the enterprise server, the interaction center server operable to;

receive geo-location information for a first customer associated with the enterprise;

identify the first customer associated with the geo-location information;

provide an identity of the first customer to the enterprise server;

in response to sending the identity of the first customer to the enterprise server, receive the personal information from the enterprise server, wherein a status associated with the first customer is part of the personal information;

in response to sending the identity of the first customer to the enterprise server, receive an event rule associated with the first customer from the enterprise server;

apply the event rule with the history profile and the geo-location information;

in response to applying the event rule, determine an action to be conducted; and

sending an indication that causes the action to be conducted, wherein the action requires in-store personnel to behave in a defined manner.

15. The interaction center system as defined in claim 14, further comprising an enterprise data database in communication with the enterprise server, the enterprise data database operable to store personal information about the first customer.

16. The interaction center system as defined in claim 14, wherein the interaction center server is further operable to:

receive geo-location information for a second person associated with the enterprise, wherein the first customer and the second person are part of a geo-pod;

identify the second person associated with the geo-location information;

provide an identity of the second person to the enterprise server;

in response to sending the identity of the second person to the enterprise server, receive a second set of personal information from the enterprise server for the second person, wherein a status associated with the second person is part of the personal information;

in response to sending the identity of the second person to the enterprise server, receive an event rule associated with the first customer and the second person;

apply the event rule with the history profile and the geo-location information;

in response to applying the rule, determine an action to conduct; and

conduct the action.

17. The interaction center system as defined in claim 14, wherein the interaction center server comprises:

a decision support system, the decision support system executing;

a person identifier module operable to identify the first customer;

an action identifier module operable to identify an action to conduct;

a user application operable to send and received information with the enterprise server and operable to determine the event rule to apply; and

a work flow engine in communication with the person identifier module, action identifier module, and user application, the work flow engine operable to conduct the action, wherein the work flow engine conducts the action by at least communicating with a communication device.

18. The interaction center system as defined in claim 14, wherein the enterprise server is in communication with at least one of a personal data database, an enterprise policies database, and a historical data database.

19. The interaction center system as defined in claim 18, wherein the enterprise policies database includes a grammar associated with the event rule, wherein the interaction center server can apply the grammar to at least the geo-location information.

20. The interaction center system as defined in claim 18, wherein the personal data includes a person ID, a user preference that sets a parameter for the interaction center server, user information, and a user status.