SOLICITING CUSTOMER FEEDBACK BASED ON INDOOR POSITIONING SYSTEM DETECTION OF PHYSICAL CUSTOMER PRESENCE

• US 20160012495A1
• Filed: 07/10/2014
• Published: 01/14/2016
• Est. Priority Date: 07/10/2014
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Hanson, Carrie Anne, Cardinal, Don, Grigg, David M.
• Application Number:
  US14/327,560
• Publication Number:
  US 20160012495A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04W 4/021 Services related to particular areas, e.g. point of interest [POI] services, venue services or geofences
• CPC Class Codes: H04W 4/029 Location-based management or tracking services

Abstract

A computing platform may receive a plurality of messages comprising data indicating physical presence of customers at a physical location from an indoor positioning system located at the physical location. The computing platform may determine that one or more customers of the customers at the physical location have left the physical location based on at least a portion of the data indicating the physical presence of the customers at the physical location. Responsive to determining that the one or more customers of the customers at the physical location have left the physical location, the computing platform may generate one or more messages soliciting feedback from the one or more customers regarding their experience at the physical location.

Claims

1. A method, comprising:

at a computing platform comprising at least one processor, a memory, and a communication interface;

receiving, via the communication interface and from an indoor positioning system located at a physical banking center location of a financial institution, a plurality of messages comprising data indicating physical presence of customers of the financial institution at the physical banking center location of the financial institution;

determining, by the at least one processor and based on at least a portion of the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution, that one or more customers of the customers of the financial institution at the physical banking center location of the financial institution have left the physical banking center location of the financial institution; and

responsive to determining that the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution have left the physical banking center location of the financial institution, generating, by the at least one processor, one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution.

2. The method of claim 1, comprising:

identifying, by the at least one processor and based on at least one of the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution, one or more personal computing devices presently in possession of the one or more customers; and

communicating, via the communication interface and to the one or more personal computing devices presently in possession of the one or more customers, the one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution.

3. The method of claim 1, comprising subsequent to receiving the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution, receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, a plurality of messages comprising data indicating that a subset of the customers of the financial institution at the physical banking center location of the financial institution remain physically present at the physical banking center location of the financial institution.

4. The method of claim 3, wherein determining that the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution have left the physical banking center location of the financial institution comprises determining, based on at least a portion of the data indicating that the subset of the customers of the financial institution at the physical banking center location of the financial institution remain physically present at the physical banking center location of the financial institution, that the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution are not among the subset of the customers of the financial institution at the physical banking center location of the financial institution.

5. The method of claim 4, wherein the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution comprises a plurality of customer identifiers, each customer identifier of the plurality of customer identifiers identifying a customer of the customers of the financial institution at the physical banking center location of the financial institution, and wherein the plurality of messages comprising the data indicating that the subset of the customers of the financial institution at the physical banking center location of the financial institution remain physically present at the physical banking center location of the financial institution comprises a different plurality of customer identifiers, each customer identifier of the different plurality of customer identifiers identifying a customer of the subset of the customers of the financial institution at the physical banking center location of the financial institution, and wherein determining that the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution is not among the subset of the customers of the financial institution at the physical banking center location of the financial institution comprises identifying one or more customer identifiers associated with the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution that is among the plurality of customer identifiers and not among the different plurality of customer identifiers.

6. The method of claim 1, wherein generating the one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution comprises generating, by the at least one processor, for each customer of the one or more customers, a message indicating that the customer recently visited the physical banking center location of the financial institution.

7. The method of claim 6, wherein generating the message indicating that the customer recently visited the physical banking center location of the financial institution comprises generating, by the at least one processor, a message identifying an associate of the financial institution that works at the physical banking center location of the financial institution.

8. The method of claim 7, wherein generating the message identifying the associate of the financial institution that works at the physical banking center location of the financial institution comprises generating, by the at least one processor, a message identifying one or more transactions the associate of the financial institution that works at the physical banking center location of the financial institution assisted the customer with during their recent visit to the physical banking center location of the financial institution.

9. The method of claim 7, wherein generating the message identifying the associate of the financial institution that works at the physical banking center location of the financial institution comprises generating, by the at least one processor, a message comprising contact information for the associate of the financial institution that works at the physical banking center location of the financial institution.

10. The method of claim 9, wherein generating the message comprising the contact information for the associate of the financial institution that works at the physical banking center location of the financial institution comprises, generating, by the at least one processor, a message comprising a user-invokable option to add the contact information for the associate of the financial institution that works at the physical banking center location of the financial institution to a contact list of the customer.

11. The method of claim 6, wherein generating the message indicating that the customer recently visited the physical banking center location of the financial institution comprises generating, by the at least one processor, a message comprising one or more user-input options for the customer to provide feedback regarding their experience at the physical banking center location of the financial institution.

12. The method of claim 11, wherein generating the message comprising the one or more user-input options for the customer to provide feedback regarding their experience at the physical banking center location of the financial institution comprises generating, by the at least one processor, a message comprising at least one of an option for the customer to share the feedback regarding their experience at the physical banking center location of the financial institution with other customers of the financial institution, or an option for the customer to share the feedback regarding their experience at the physical banking center location of the financial institution with representatives of the financial institution.

13. The method of claim 6, wherein generating the message indicating that the customer recently visited the physical banking center location of the financial institution comprises generating, by the at least one processor, a message comprising a user-invokable option to have a representative of the financial institution contact the customer regarding their experience at the physical banking center location of the financial institution.

14. The method of claim 1, comprising:

receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, one or more messages comprising data indicating that at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution has physically returned to the physical banking center location of the financial institution; and

determining, by the at least one processor and based on feedback provided by the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution via at least one of the one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution, whether the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution had a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution.

15. The method of claim 14, comprising:

responsive to determining that the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution had a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution;

generating, by the at least one processor, a message indicating that the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution had a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution; and

communicating, via the communication interface and to a computing device located at the physical banking center location of the financial institution, the message indicating that the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution had a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution.

16. The method of claim 14, comprising:

responsive to determining that the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution did not have a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution;

generating, by the at least one processor, a message indicating that the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution did not have a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution; and

communicating, via the communication interface and to a computing device located at the physical banking center location of the financial institution, the message indicating that the at least one customer of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution did not have a positive experience at the physical banking center location of the financial institution during their previous visit to the physical banking center location of the financial institution.

17. The method of claim 1, wherein:

the indoor positioning system located at the physical banking center location of the financial institution comprises;

a plurality of personal computing devices presently in possession of the customers of the financial institution at the physical banking center location of the financial institution, and

at least one location beacon that is located at the physical banking center location of the financial institution and configured to emit a signal comprising an identifier associated with the physical banking center location; and

receiving the plurality of messages comprising data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution comprises receiving, via the communication interface and from the plurality of personal computing devices, data comprising the identifier associated with the physical banking center location.

18. The method of claim 17, wherein:

the indoor positioning system located at the physical banking center location of the financial institution comprises;

a location beacon that is located at a first location of the physical banking center location of the financial institution and configured to emit a signal comprising an identifier associated with the first location of the physical banking center location of the financial institution, and

a location beacon that is located at a second location of the physical banking center location of the financial institution and configured to emit a signal comprising an identifier associated with the second location of the physical banking center location of the financial institution;

receiving the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution comprises;

receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, messages comprising data indicating physical presence of a portion of the customers of the financial institution at the first location of the physical banking center location of the financial institution, and

receiving, via the communication interface and from the indoor positioning system located at the physical banking center location of the financial institution, messages comprising data indicating physical presence of a portion of the customers of the financial institution at the second location of the physical banking center location of the financial institution;

determining that the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution have left the physical banking center location of the financial institution comprises;

determining, by the at least one processor and based on at least a portion of the data indicating the physical presence of the portion of the customers of the financial institution at the first location of the physical banking center location of the financial institution, that a customer of the portion of the customers of the financial institution at the first location of the physical banking center location of the financial institution has left the physical banking center location of the financial institution, and

determining, by the at least one processor and based on at least a portion of the data indicating the physical presence of the portion of the customers of the financial institution at the second location of the physical banking center location of the financial institution, that a customer of the portion of the customers of the financial institution at the second location of the physical banking center location of the financial institution has left the physical banking center location of the financial institution; and

generating the one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution comprises;

generating, by the at least one processor, a message soliciting feedback from the customer of the portion of the customers of the financial institution at the first location of the physical banking center location of the financial institution regarding their experience at the physical banking center location of the financial institution, and

generating, by the at least one processor, a message soliciting feedback from the customer of the portion of the customers of the financial institution at the second location of the physical banking center location of the financial institution regarding their experience at the physical banking center location of the financial institution.

19. An apparatus, comprising:

at least one processor;

a communication interface; and

a memory storing instructions that when executed by the at least one processor cause the apparatus to;

receive, via the communication interface and from an indoor positioning system located at a physical banking center location of a financial institution, a plurality of messages comprising data indicating physical presence of customers of the financial institution at the physical banking center location of the financial institution;

determine, based on at least a portion of the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution, that one or more customers of the customers of the financial institution at the physical banking center location of the financial institution have left the physical banking center location of the financial institution; and

responsive to determining that the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution have left the physical banking center location of the financial institution;

generate one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution;

identify, based on at least one of the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution, one or more personal computing devices presently in possession of the one or more customers; and

communicate, via the communication interface and to the one or more personal computing devices presently in possession of the one or more customers, the one or more messages soliciting feedback from the one or more customers regarding their experience at the physical banking center location of the financial institution.

20. One or more non-transitory computer-readable media having instructions stored thereon that when executed by one or more computers cause the one or more computers to:

receive, from an indoor positioning system located at a physical banking center location of a financial institution, a plurality of messages comprising data indicating physical presence of customers of the financial institution at the physical banking center location of the financial institution; and

responsive to receiving the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution;

generate one or more messages soliciting feedback from one or more customers of the customers of the financial institution at the physical banking center location of the financial institution regarding their experience at the physical banking center location of the financial institution;

identify, based on at least one of the plurality of messages comprising the data indicating the physical presence of the customers of the financial institution at the physical banking center location of the financial institution, one or more personal computing devices presently in possession of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution; and

communicate, to the one or more personal computing devices presently in possession of the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution, the one or more messages soliciting feedback from the one or more customers of the customers of the financial institution at the physical banking center location of the financial institution regarding their experience at the physical banking center location of the financial institution.