SYSTEM FOR OBSERVING AND ANALYZING CUSTOMER OPINION

• US 20160300246A1
• Filed: 04/10/2015
• Published: 10/13/2016
• Est. Priority Date: 04/10/2015
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Apokatanidis, Dimitri, Brown, Jeffrey P., Gonzalez, Emmanuel B., Harrington, Shaun E.
• Granted Patent: US 10,438,215 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0609 Buyer or seller confidence or verification
• CPC Class Codes: H04N 7/181 for receiving images from a plurality of remote sources

Abstract

A system for observing and analyzing customer opinions is disclosed. The system includes one or more cameras, a focus tracking module, an observation module, an interpretation module, and a rating module. The focus tracking module uses the one or more cameras to determine a product having a focus of a person, the product having a plurality of characteristics. The observation module uses the one or more cameras to monitor one or more physical, physiological, or behavioral characteristics of the person with respect to the product. The interpretation module determines an opinion of the person regarding the product. The rating module adjusts one or more ratings of the product in response to the interpretation module determining the opinion of the person regarding the product.

Claims

1. A system comprising:

one or more cameras;

a focus tracking module that uses the one or more cameras to determine a product having a focus of a person, the product having a plurality of characteristics;

an observation module that uses the one or more cameras to monitor one or more physical, physiological, or behavioral characteristics of the person with respect to the product;

an interpretation module that determines an opinion of the person regarding the product; and

a rating module that adjusts one or more ratings of the product in response to the interpretation module determining the opinion of the person regarding the product,

wherein at least a portion of the observation module, the focus tracking module, the interpretation module, and rating module comprise one or more of hardware and executable code, the executable code stored on one or more computer readable storage media.

2. The system of claim 1, further comprising a product tracking module that stores the one or more ratings of the product, a number of persons who have focused on the product, and an amount of time that the number of persons have focused on the product.

3. The system of claim 2, further comprising a guidance module that recommends one or more actions regarding the product based on the one or more ratings of the product.

4. The system of claim 3, wherein the guidance module further recommends one or more actions regarding the product based on a number of persons who have focused on the product and an amount of time that the number of persons have focused on the product.

5. The system of claim 1, wherein the interpretation module further determines a medical condition of the person, and further comprising an alert module that sends a notification in response to the interpretation module determining medical condition of the person.

6. The system of claim 1, wherein the interpretation module further determines that the person needs assistance with respect to a product, and further comprising an alert module that sends a notification in response to the interpretation module determining that the person needs assistance.

7. The system of claim 1, wherein the interpretation module further determines that the person is a potential threat, and further comprising an alert module that sends a notification in response to the interpretation module determining that the person is a potential threat.

8. A method for comprising:

using one or more cameras to determine a product having a focus of a person, the product having a plurality of characteristics;

using the one or more cameras to monitor one or more physical,

physiological, or behavioral characteristics of the person with respect to the product;

determining an opinion of the person regarding the product; and

adjusting one or more ratings of the product in response to the interpretation module determining the opinion of the person regarding the product.

9. The method of claim 8, further comprising storing the one or more ratings of the product, a number of persons who have focused on the product, and an amount of time that the number of persons have focused on the product.

10. The method of claim 9, further comprising recommending one or more actions regarding the product based on the one or more ratings of the product.

11. The method of claim 10, further comprising recommending one or more actions regarding the product based on a number of persons who have focused on the product and an amount of time that the number of persons have focused on the product.

12. The method of claim 8, further comprising determining a medical condition of the person, and further comprising an alert module that sends a notification in response to the interpretation module determining medical condition of the person.

13. The method of claim 8, further comprising determining that the person needs assistance with respect to a product, and further comprising an alert module that sends a notification in response to the interpretation module determining that the person needs assistance.

14. A computer program product for observing and analyzing customer opinion, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions readable/executable by a processor to cause the processor to:

use one or more cameras to determine a product having a focus of a person, the product having a plurality of characteristics;

use the one or more cameras to monitor one or more physical, physiological, or behavioral characteristics of the person with respect to the product;

determine an opinion of the person regarding the product; and

adjust one or more ratings of the product in response to the interpretation module determining the opinion of the person regarding the product.

15. The computer program product of claim 14, the program instructions further causing the processor to store the one or more ratings of the product, a number of persons who have focused on the product, and an amount of time that the number of persons have focused on the product.

16. The computer program product of claim 15, the program instructions further causing the processor to recommend one or more actions regarding the product based on the one or more ratings of the product.

17. The computer program product of claim 16, the program instructions further causing the processor to recommend one or more actions regarding the product based on a number of persons who have focused on the product and an amount of time that the number of persons have focused on the product.

18. The computer program product of claim 14, the program instructions further causing the processor to determine a medical condition of the person, and further comprising an alert module that sends a notification in response to the interpretation module determining medical condition of the person.

19. The computer program product of claim 14, the program instructions further causing the processor to determine that the person needs assistance with respect to a product, and further comprising an alert module that sends a notification in response to the interpretation module determining that the person needs assistance.

20. The computer program product of claim 14, the program instructions further causing the processor to determine that the person is a potential threat, and further comprising an alert module that sends a notification in response to the interpretation module determining that the person is a potential threat.