METHOD AND SYSTEM FOR ASSISTING CUSTOMERS IN RETAIL STORES

• US 20140207614A1
• Filed: 03/25/2013
• Published: 07/24/2014
• Est. Priority Date: 01/18/2013
• Status: Abandoned Application

• Current Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Original Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Inventors: Ramaswamy, Satyanarayanan, Idnani, Ajaykumar, Sehgal, Gitanjali Gulve
• Application Number:
  US13/849,789
• Publication Number:
  US 20140207614A1
• Time in Patent Office: Days
• US Class Current: 705/26.41
• CPC Class Codes: G06Q 30/0613 Third-party assisted

Abstract

Methods and systems for assisting customers in retail stores are described. The method comprises obtaining one or more assistance requests from a customer mobile device. The one or more assistance requests include customer device location and assistance information. Further, the assistance information includes at least one of a customer image, a text message, a video, and an audio. The method further comprises analyzing the one or more assistance requests to obtain assistance details. The assistance details include customer data and store associate data. Further, the method comprises transmitting the customer data and the store associate data to store associate mobile devices and the customer mobile device respectively for assisting the customer.

Claims

1. A method for assisting customers in retail stores, the method comprising:

obtaining one or more assistance requests from a customer mobile device, wherein the one or more assistance requests include customer location and assistance information;

analyzing the one or more assistance requests to obtain assistance details, wherein the assistance details include customer data and store associate data; and

transmitting the customer data to store associate mobile devices for assisting the customer.

2. The method as claimed in claim 1 further comprising transmitting the store associate data to the customer mobile device.

3. The method as claimed in claim 1 further comprising updating the customer location to a current customer location, and wherein the current customer location is transmitted to the store associate mobile devices.

4. The method as claimed in claim 1, wherein the assistance information includes at least one of a customer image, a text message, a video, and an audio.

5. The method as claimed in claim 1, wherein the customer data comprises the customer current location and at least one of a customer picture, a text message, a video, and an audio, and an order of assisting the customer.

6. The method as claimed in claim 1, wherein the store associate data comprises at least one of an expected time-to-arrive of a store associate, and details of the store associate assigned to assist the customer.

7. The method as claimed in claim 1 further comprising transmitting an assistance response to the customer mobile device on identifying that personal assistance is not needed for the assistance needed in the text message.

8. A customer assistance system for assisting customers in retail stores, the customer assistance system comprising:

a processor;

a receiving module coupled to the processor, the receiving module configured to,

obtain one or more assistance requests from a customer mobile device, wherein the one or more assistance requests include customer location and assistance information;

a request handling module coupled to the processor, the request handling module configured to,

analyze the one or more assistance requests to obtain assistance details, wherein the assistance details include customer data and store associate data; and

a transmitting module coupled to the processor, the transmitting module configured to,

transmit the customer data to store associate mobile devices for assisting the customers.

9. The customer assistance system as claimed in claim 8, wherein the transmitting module is configured to transmit the store associate data to the customer mobile device.

10. The customer assistance system as claimed in claim 8, wherein the request handling module is configured to assign a store associate to the customer seeking assistance based on expertise and availability of the store associate.

11. The customer assistance system as claimed in claim 8, wherein the request handling module is configured to determine an order of serving the customers according to on one or more modes, and wherein the one or more modes include first come first serve, volume of purchase, whether a customer is a privileged customer or not, potential to purchase, and reward points given to the customers.

12. The customer assistance system as claimed in claim 8, wherein the request handling module is configured to determine an expected time-to-arrive based on availability of the store associates.

13. The customer assistance system as claimed in claim 8, wherein the request handling module is configured to transmit an assistance response to the customer mobile device on identifying that personal assistance is not needed for the assistance needed through a text message in the one or more assistance requests.

14. A customer mobile device for seeking assistance in a retail store, the customer mobile device comprising:

a processor;

a customer module coupled to the processor, the customer module configured to broadcast one or more assistance requests, wherein the one or more assistance requests include customer location and assistance information.

15. A store associate mobile device for providing assistance, the store associate mobile device comprising:

a processor;

a store associate module coupled to the processor, the store associate module configured to allow a store associate to opt for providing assistance to the customer based on the one or more assistance requests; and

a broadcast module coupled to the processor, the broadcast module configured to broadcast an acceptance message in a network.