Method And System For Answering A Query From A Consumer In A Retail Store

• US 20140214605A1
• Filed: 01/31/2013
• Published: 07/31/2014
• Est. Priority Date: 01/31/2013
• Status: Active Grant

• Current Assignee: Walmart Apollo, LLC (WalMart Inc.)
• Original Assignee: Wal-Mart Stores Texas LLC (WalMart Inc.)
• Inventors: Argue, Stuart, Marcar, Anthony Emile
• Granted Patent: US 9,092,818 B2
• Time in Patent Office: Days
• US Class Current: 705/26.9
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/0639 Item locations

Abstract

A computer-implemented method is disclosed herein. The method includes the step of receiving, with a processing device of a commerce server, a signal from a consumer transmitted through an augmented reality device worn by the consumer. The method also includes the step of confirming, with the processing device, the signal contains a query from the consumer. The method also includes the step of retrieving, with the processing device, a proposed answer to the query. The method also includes the step of transmitting, with the processing device, the proposed answer to the augmented reality device. The method also includes the step of verifying, with the processing device, the proposed answer is accepted by the consumer. The method also includes the step of prompting, with the processing device, the consumer to resubmit the signal if the query is not confirmed in the confirming step or if the proposed answer is not accepted in the verifying step.

Claims

1. A method comprising:

receiving, by a processing device of a commerce server, a signal from a consumer transmitted through an augmented reality device worn by the consumer;

confirming, by the processing device, the signal contains a query from the consumer;

retrieving, by the processing device, a proposed answer to the query;

transmitting, by the processing device, the proposed answer to the augmented reality device;

verifying, by the processing device, the proposed answer is not accepted by the consumer;

using, by the processing device after the verifying, the augmented reality device to place the consumer in real-time communication with a human provider of customer service.

2. The method of claim 1 wherein said receiving step further comprises:

receiving, by the processing device, a plurality of signals from the augmented reality device worn by the consumer.

3. The method of claim 2 wherein said confirming step further comprises:

confirming, by the processing device, at least one of the plurality of signals contains the query from the consumer.

4. The method of claim 3 wherein said receiving step further comprises:

receiving, by the processing device, the plurality of signals including the signal containing the query and a position signal corresponding to a position of the consumer within a retail store.

5. The method of claim 3 wherein said receiving step further comprises:

receiving, by the processing device, the plurality of signals including the signal containing the query and a direction signal corresponding to a direction that the consumer is facing in a retail store.

6. The method of claim 3 wherein said receiving step further comprises:

receiving, by the processing device, the plurality of signals including the signal containing the query, a position signal corresponding to a position of the consumer within a retail store, and a direction signal corresponding to a direction that the consumer is facing in a retail store.

7. The method of claim 1 wherein said confirming step further comprises:

confirming, by the processing device, the signal contains a navigation query from the consumer.

8. The method of claim 7 wherein said confirming step further comprises:

confirming, by the processing device, the signal contains a navigation query from the consumer requesting a location of a product within a retail store.

9. The method of claim 7 wherein said confirming step further comprises:

confirming, by the processing device, the signal contains a navigation query from the consumer requesting directions to a product within a retail store.

10. The method of claim 1 wherein said retrieving step further comprises:

retrieving, by the processing device, the proposed answer to the query from a product database.

11. The method of claim 1 wherein said transmitting step further comprises:

transmitting, by the processing device, the proposed answer to the augmented reality device in audio format.

12. The method of claim 1 wherein 1 wherein said transmitting step further comprises:

transmitting, by the processing device, the proposed answer to the augmented reality device in video format.

13. The method of claim 1 wherein said verifying step further comprises:

verifying, by the processing device, the proposed answer is not accepted by the consumer through an audio signal received from the augmented reality device.

14. The method of claim 3 further comprising:

determining, by the processing device from the plurality of signals, at least one of a consumer'"'"'s position within a retail store and a direction the consumer is facing; and

transmitting, by the processing device, the at least one of the consumer'"'"'s position within the retail store and the direction the consumer is facing to the human provider of customer service.

15. The method of claim 1 further comprising:

processing, by the augmented reality device, audio data generated by the consumer.

16. A consumer assistance system comprising:

a database;

a commerce server having a processing device including;

a query module configured to receive a signal from a consumer transmitted through an augmented reality device worn by the consumer, said query module operable to confirm the signal contains a query from the consumer and to prompt the consumer to resubmit the signal if the query is not confirmed;

a retrieving module configured to retrieve a proposed answer to the query from the database;

a transmission module operable to transmit the proposed answer to the augmented reality device;

a verification module configured to verify the proposed answer is accepted by the consumer and prompt the consumer to resubmit the signal if the proposed answer is not accepted; and

a diversion module configured to place, via the augmented reality device, the consumer in real-time communication with human customer service if a query is not confirmed or if the proposed answer is not accepted.

17. The consumer assistance system of claim 16 further comprising:

an electronic computing device configured to communicate with said diversion module and receive the signal.

18. The consumer assistance system of claim 17 wherein said electronic computing device is operated by human customer service.

19. The consumer assistance system of claim 18 wherein said electronic computing device is operable to communicate with said database.

20. The consumer assistance system of claim 19 wherein said database is further defined as a product database containing identities of products in a retail store and locations of each of the products within the retail store.