AUTOMATIC DELIVERY OF CUSTOMER ASSISTANCE AT PHYSICAL LOCATIONS

• US 20190325444A1
• Filed: 07/01/2019
• Published: 10/24/2019
• Est. Priority Date: 01/06/2016
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: Google LLC (Alphabet Inc.)
• Inventors: Karnati, Sriram Bhargav, Soundararajan, Varun, Agarwal, Amit
• Granted Patent: US 11,756,042 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 20/3224 Transactions dependent on location of M-devices
• CPC Class Codes: G06Q 20/3226 Use of secure elements separate from M-devices
• CPC Class Codes: G06Q 20/405 Establishing or using transaction specific rules
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A system is described that identifies, based on contextual information associated with a device that is located at a physical location associated with a merchant, a product that a user of the device is at the physical location to purchase. The system executes an autonomous search query for product information that is predicted to assist the user in completing a purchase of the product, from the merchant, at the physical location. The system sends the product information to the device, and for subsequent output. The system determines whether a degree of likelihood that the user will complete the purchase in response to receiving the product information satisfies a likelihood threshold, if not, the system executes a remote assistance module accessed by the device to provide a virtual environment in which a human provides additional information that the user needs to complete the purchase.

Claims

1. A method implemented by one or more processors, the method comprising:

determining, based on sensor data from one or more sensors of a computing device, that the computing device is located at a physical store;

identifying, from stored information that is based on one or more computing interactions of the user prior to arriving at the physical store, a product of interest to the user;

determining, based on accessing stored store information associated with the physical store, that the product is available at the physical store; and

in response to identifying the product based on the one or more computing interactions of the user, determining that the product is available at the physical store, and determining that the computing device is located at the physical store;

causing the computing device to automatically present product information, that is predicted to assist a user of the computing device in completing a purchase of the product at the physical store.

2. The method of claim 1, further comprising:

determining whether a degree of likelihood that the user will complete the purchase in response to receiving the product information satisfies a likelihood threshold;

wherein causing the computing device to automatically present the product information is responsive to determining the degree of likelihood satisfies the likelihood threshold.

3. The method of claim 1, further comprising:

determining whether a degree of likelihood that the user will complete the purchase in response to receiving the product information satisfies a likelihood threshold; and

responsive to determining that the degree of likelihood does not satisfy the likelihood threshold, causing the computing device to execute a remote assistance module that causes the computing device to interface with a remote computing system via which a human interacting with the remote computing system provides additional information related to the product.

4. The method of claim 1, further comprising:

determining whether a degree of likelihood that the user will complete the purchase in response to receiving the product information satisfies a likelihood threshold; and

responsive to determining that the degree of likelihood does not satisfy the likelihood threshold, causing an electronic notification to be transmitted over a network, wherein the electronic notification requests in-person assistance at the physical location.

5. The method of claim 1, further comprising:

in response to identifying the product based on the one or more computing interactions of the user, determining that the product is available at the physical store, and determining that the computing device is located at the physical store;

automatically executing, when the computing device is located at the physical store, an autonomous search query that is based on the product,

wherein causing the computing device to automatically present the product information is based on the product information being responsive to the autonomous search query.

6. The method of claim 5, wherein the autonomous search query is determined based at least in part on one or more search based on the one or more search queries having been performed at the physical store by other computing devices.

7. The method of claim 6, wherein determining the product information is based at least in part on search results obtained in response to one or more of the search queries performed at the physical store by the other computing devices

8. The method of claim 1,

wherein determining, based on the sensor data from one or more sensors of a computing device, that the computing device is located at a physical store further comprises:

determining that the computing device is at a precise location within the physical store; and

wherein determining, based on accessing stored store information associated with the physical store, that the product is available at the physical store comprises;

determining that the product is within a threshold distance of the precise location.

9. The method of claim 8, wherein determining that the computing device is at the precise location within the physical store comprises:

determining, based on at least some of the sensor data, a detected signal strength of a beacon within the physical store; and

determining the precise location based on the detected signal strength of the beacon.

10. A computing device, comprising:

an input and output device configured to present a user interface associated with the computing device;

a plurality of sensors;

memory storing instructions;

at least one processor executing the stored instructions to;

determine, based on sensor data from one or more of the sensors, that the computing device is located at a physical store;

identify, based on one or more interactions via the computing device prior to arriving at the physical store, a product of interest;

determine that the product is available at the physical store; and

in response to identifying the product based on the one or more interactions, determining that the product is available at the physical store, and determining that the computing device is located at the physical store;

automatically present product information at the user interface, wherein the product information is directed to completing a purchase of the product at the physical store.

11. The computing device of claim 10, wherein the at least one processor, in executing the stored instructions, is further to:

determine whether a degree of likelihood of completing the purchase in response to receiving the product information satisfies a likelihood threshold;

wherein automatically presenting the product information is responsive to determining the degree of likelihood satisfies the likelihood threshold.

12. The computing device of claim 10, wherein the at least one processor, in executing the stored instructions, is further to:

determine whether a degree of likelihood of completing the purchase in response to receiving the product information satisfies a likelihood threshold; and

responsive to determining that the degree of likelihood does not satisfy the likelihood threshold,

execute a remote assistance module that causes the computing device to interface with a remote computing system via which a human interacting with the remote computing system provides additional information related to the product.

13. The computing device of claim 10, wherein the at least one processor, in executing the stored instructions, is further to:

determine whether a degree of likelihood of completing the purchase in response to receiving the product information satisfies a likelihood threshold; and

responsive to determining that the degree of likelihood does not satisfy the likelihood threshold;

transmit, over a network, an electronic notification that requests in-person assistance at the physical location.

14. The computing device of claim 10, wherein the at least one processor, in executing the stored instructions, is further to:

in response to identifying the product based on the one or more interactions, determining that the product is available at the physical store, and determining that the computing device is located at the physical store;

automatically execute, when the computing device is located at the physical store, an autonomous search query that is based on the product,

wherein automatically presenting the product information is based on the product information being responsive to the autonomous search query.

15. The computing device of claim 14, wherein the autonomous search query is determined based at least in part on one or more search based on the one or more search queries having been performed at the physical store by other computing devices.

16. The computing device of claim 15, wherein determining the product information is based at least in part on search results obtained in response to one or more of the search queries performed at the physical store by the other computing devices

17. The computing device of claim 10,

wherein in determining, based on the sensor data, that the computing device is located at a physical store, the at least one processor is to:

determine that the computing device is at a precise location within the physical store; and

wherein in determining that the product is available at the physical store, the at least one processor is to;

determine that the product is within a threshold distance of the precise location.

18. The computing device of claim 17, wherein in determining that the computing device is at the precise location within the physical store, the at least one processor is to:

determine, based on at least some of the sensor data, a detected signal strength of a beacon within the physical store; and

determine the precise location based on the detected signal strength of the beacon.