CUSTOMER RELATIONSHIP ACCOUNT AUGMENTATION BASED ON WIRELESS DETECTION OF MOBILE DEVICES, WITH PERSONALIZED MESSAGING

• US 20150081382A1
• Filed: 08/13/2014
• Published: 03/19/2015
• Est. Priority Date: 08/13/2013
• Status: Abandoned Application

• Current Assignee: L'Heureux, Israel, Mark D. Alleman
• Original Assignee: L'Heureux, Israel, Mark D. Alleman
• Inventors: L'HEUREUX, ISRAEL, ALLEMAN, MARK D.
• Application Number:
  US14/459,236
• Publication Number:
  US 20150081382A1
• Time in Patent Office: Days
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A customer relationship system includes a local computing system located on-premises of a public accommodation and a remote computing system that communicates with the local computing system. The local computing system includes or interfaces with a wireless access point that provides a wireless communications network to the public accommodation. The local computing system validates that a target wireless communication device associated with a target MAC address or hardware identifier of the one or more identified MAC addresses or hardware identifiers is present at the public accommodation by matching an on-premises characteristic of the detected beacon frames transmitted by wireless communication devices. The remote computing system augments a visit counter based upon a message received from the local computing system, and transmits a personalized message to the wireless communication device in which the personalized message is programmatically modified based upon a value of the visit counter.

Claims

1. A method performed by a computing system, the method comprising:

at a local computing system located at and serving a premises of a public accommodation;

receiving via a wireless access point device, one or more wireless beacon frames transmitted by a wireless communication device, the one or more wireless beacon frames containing an identifier of the wireless communication device,

extracting the identifier of the wireless communication device from the one or more wireless beacon frames,

applying a rule set to one or more attributes of the one or more wireless beacon frames to, upon satisfaction of one or more rules of the rule set, determine that a user of a user account associated with the wireless communication device has visited a premises of a public accommodation served by the wireless access point device,

the one or more attributes including;

signal strength of the one or more wireless beacon frames, and/or

quantity of the one or more wireless beacon frames received within a time period,

the one or more rules of the rule set being satisfied if;

the signal strength attains or exceeds a first signal strength threshold,

the signal strength attains or exceeds a second signal strength threshold for at least a first threshold time period,

the signal strength is substantially constant for at least a second threshold time period, and/or

the quantity of the one or more wireless beacon frames received within the time period attains or exceeds a threshold quantity of beacon frames,

upon determining that the user of the user account associated with the wireless communication device has visited the premises, initiating transmission of one or more reporting messages directed to a remote server system via a communications network, the one or more reporting messages indicating the user account associated with the wireless communication device; and

at the remote server system;

maintaining a visit counter associated with the user account in a database system to provide a user-specific value of a quantity of visits by the user,

receiving the one or more reporting messages,

augmenting the visit counter associated with the user account indicated by the one or more reporting messages received from the to obtain an updated visit counter that reflects that the user of the user account has visited the premises, and

initiating transmission of one or more personalized messages directed to a contact address associated with the user account, the one or more personalized messages containing personalized information that is based, at least in part, on the updated visit counter.

2. The method of claim 1, wherein the visit counter maintained by the remote server system is further associated with a premises account in the database system to provide a premises-specific value of a quantity of visits by the user to the premises of the public accommodation, the premises account further indicated by the one or more reporting messages.

3. The method of claim 2, wherein the wireless access point device is one of a plurality of wireless access point devices, each located at and serving a respective premises of a public accommodation;

and

wherein the database system maintained by the remote server system provides respective premises-specific values of a respective quantity of visits by the user to each of the respective premises as detected by each of the plurality of wireless access point devices.

4. The method of claim 1, wherein the visit counter maintained by the remote server system is further associated with a wireless access point account in the database system to provide a wireless access point-specific value of a quantity of visits by the user to the premises as detected by the local computing system via the wireless access point device, the wireless access point account further indicated by the one or more reporting messages.

5. The method of claim 4, wherein the wireless access point device is one of a plurality of wireless access point devices, each located at and serving a respective premises of a public accommodation;

and

wherein the database system provides respective wireless access point-specific values of a quantity of visits by the user to each of the respective premises as detected via each of the plurality of wireless access point devices by a respective local computing system of the respective premises.

6. The method of claim 1, wherein the user account is one of a plurality of user accounts for respective users, each having a respective wireless communication device;

and

wherein the database system provides respective user-specific values of a quantity of visits by each respective user.

7. The method of claim 1, further comprising:

programmatically generating the personalized message information based, at least in part, on the updated visit counter, and further based on a past purchase history of the user, the past purchase history of the user being associated with the user account in the database system; and

wherein the personalized message information includes one or more of a recommended or promotional product or service available for purchase at the premises.

8. The method of claim 1, wherein the identifier of the wireless communication device is a MAC address.

9. The method of claim 1, wherein initiating transmission of the one or more personalized messages directed to the contact address includes transmitting the one or more personalized messages to the local computing system for transmission to the wireless communication device.

10. The method of claim 1, wherein initiating transmission of the one or more personalized messages directed to the contact address includes transmitting an approval message to the local computing system;

and

wherein the method further comprises, responsive to receiving the approval message at the local computing system, programmatically generating the personalized message information at the local computing system, and transmitting the one or more personalized messages containing the personalized message information to the wireless communication device via the wireless access point device.

16. The customer relationship system of claim 1, wherein the personalized message includes information on the availability of a product or service in the public accommodation frequented most often by the user according to data contained in the customer relationship record.

17. The customer relationship system of claim 1, wherein the customer relationship system receives GPS data indicating a detected location of the target wireless communication device, and wherein the personalized message includes information relating to a product or service of a public accommodation nearby the detected location.

18. The customer relationship system of claim 1, wherein the personalized message includes:

a summary of a customer relationship account status, including account balances and available rewards, and/or

a link to access an order history of the user.

19. The customer relationship system of claim 1, wherein the personalized message includes a suggested order for the user, wherein the suggested order is based upon (1) order history, (2) express user-defined preferences, (3) actual sales of goods and services at the public accommodation, and (4) a link to an ordering tool.

11. A customer relationship system, comprising:

a relationship server connected to a computer network;

a wireless access point device located in a public accommodation and connected to the computer network, the wireless access point device configured to;

detect a plurality of beacon frames transmitted by each of a plurality of wireless communication devices;

identify a MAC address of each of the wireless communication devices from the beacon frames originating therefrom;

validate that a target wireless communication device of the plurality of wireless communication devices associated with a respective MAC address was present at the public accommodation by matching an on-premises characteristic; and

transmit a message to the relationship server via the computer network indicating the target wireless communication device was detected at the wireless access point device and validated as matching the on-premises characteristic;

wherein the relationship server is configured to;

maintain a customer relationship record for the target wireless communication device, the customer relationship record including a visit counter for the wireless access point device at the public accommodation;

augment the visit counter for the wireless access point device at the public accommodation based upon the message received from the wireless access point device;

store the augmented visit counter in the customer relationship record, the customer relationship record accessible to the relationship server based on the detected presence of the target wireless communication device; and

transmit a personalized message to the target wireless communication device, the personalized message being programmatically modified based upon the value of the visit counter.

12. The customer relationship system of claim 11, wherein the on-premises characteristic includes a signal strength of the beacon frames being greater than a predetermined signal strength threshold.

13. The customer relationship system of claim 11, wherein the on-premises characteristic includes a plurality of successive beacon frames having the same MAC address being detected over a period of time that is greater than a predetermined time threshold.

14. The customer relationship system of claim 11, wherein the on-premises characteristic includes a plurality of beacon frames having the same MAC address being detected as having a substantially constant signal strength value over at least a predetermined time threshold.

15. The customer relationship system of claim 11, wherein the wireless access point device is one of a plurality of wireless access point devices, each located in a respective public accommodation and connected to the computer network, each wireless access point device being configured to:

detect a plurality of beacon frames transmitted by each of the plurality of wireless communication devices; and

identify a MAC address of each wireless communication device of the plurality of wireless communication devices from the plurality of beacon frames;

validate that one of the wireless communication devices associated with one of the MAC addresses was present at the respective public accommodation associated with the wireless access point device by matching an on-premises characteristic; and

transmit a message to the relationship server via the computer network indicating the wireless communication device was detected at the wireless access point device and validated as matching the on-premises characteristic; and

wherein the visit counter in the customer relationship record for the wireless communication device is one of a plurality of visit counters, each visit counter counting visits to a one of the wireless access point devices at a corresponding public accommodation.