Method and apparatus for collecting and categorizing data at a terminal

• US 7,383,200 B1
• Filed: 06/30/2000
• Issued: 06/03/2008
• Est. Priority Date: 05/05/1997
• Status: Expired due to Fees

• Current Assignee: Inventor Holdings LLC (Walker Innovation Inc. (f/k/a Patent Properties, Inc.))
• Original Assignee: Walker Digital LLC (Walker Innovation Inc. (f/k/a Patent Properties, Inc.))
• Inventors: Golden, Andrew P., Rath, Anna, Fincham, Magdalena Mik, Gelman, Geoffrey M., Dickerson, John B., Walker, Jay S., Van Luchene, Andrew S., Tedesco, Daniel E., Bemer, Keith, Sammon, Russell P.
• Primary Examiner(s): Cuff, Michael
• Assistant Examiner(s): BUCHANAN, CHRISTOPHER R
• Application Number:
  US09/609,931
• Time in Patent Office: 2,895 Days
• Field of Search: None
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls
• CPC Class Codes: G06Q 30/0204 Market segmentation

Abstract

A method and system for collecting and categorizing survey data includes receiving customer information from a customer. A query is identified based at least in part on the customer information. The query is output for presentation to the customer. In one embodiment, the query is presented to the customer by prompting an employee, such as a clerk at a point-of-sale terminal, to verbally present the question to the customer. A customer response to the query is then received. The request from the customer may be, e.g., a request to purchase one or more products or it may be a request for assistance or information. The customer response is then captured and analyzed.

Claims

1. A method, comprising:

receiving customer information at a processing device;

identifying an attendant;

identifying a query based at least in part on the customer information and the identity of the attendant;

prompting, in the case that a timing condition associated with a merchant is satisfied, an attendant to present the query;

receiving a verbal response to the query;

analyzing, by the processing device, the verbal response to at least determine a tone of the verbal response; and

categorizing, based on the analysis, the verbal response into at least one pre-established customer response category.

2. The method of claim 1, further comprising:

identifying at least a second query;

outputting an indication of the at least second query; and

receiving a second verbal response.

3. The method of claim 2, further comprising:

analyzing the second verbal response.

4. The method of claim 1, wherein the customer information includes transaction information.

5. The method of claim 4, wherein the transaction information includes information indicating that a purchase transaction is complete.

6. The method of claim 4, wherein the transaction information includes information identifying the start of a purchase transaction.

7. The method of claim 4, wherein the transaction information includes information from a current transaction.

8. The method of claim 4, wherein the identifying of the query is based at least in part on transaction information from a previous transaction.

9. The method of claim 4, wherein the identifying of the query is based at least in part on customer information unrelated to the transaction information.

10. The method of claim 1, wherein the identifying of the query is based at least in part on customer information identifying a particular customer.

11. The method of claim 10, wherein the customer information identifying a particular customer is identified by the attendant.

12. The method of claim 1, in which identifying the attendant comprises at least determining an authority level of the attendant.

13. The method of claim 4, wherein the transaction information includes at least one of:

(i) a type of transaction;

(ii) an identity of the customer;

(iii) a time;

(iv) a price;

(v) a purchased item;

(vi) an environmental condition;

(vii) employee information; and

(viii) collected survey data.

14. The method of claim 1 further comprising:

identifying a second query based at least in part on the customer response category;

prompting an attendant to present the second query; and

receiving a second verbal response to the second query.

15. The method of claim 14, further comprising:

analyzing the second verbal response to at least determine a tone of the second verbal response.

16. The method of claim 15, further comprising

categorizing, based on the analysis, the second verbal response into at least one pre-established customer response category.

17. The method of claim 1, further comprising:

analyzing, by the processing device, if the attendant properly presented the query.

18. The method of claim 1, wherein receiving customer information is performed using a portable computing device.

19. The method of claim 1, wherein receiving customer information is performed using a point-of-sale processing device.

20. The method of claim 1, wherein receiving a response to the query comprises selectively recording the verbal response.

21. The method of claim 1, further comprising:

determining an offer, the offer determined based at least in part on the verbal response; and

presenting the offer.

22. The method of claim 1, further comprising:

identifying a remediation response based on the customer response category; and

instructing an attendant to present the remediation response.

23. The method of claim 17, further comprising:

compensating the attendant for properly presenting the query, wherein the compensation is different than a standard compensation associated with the attendant.

24. The method of claim 22, further comprising:

analyzing, by the processing device, if the attendant properly presented the remediation response; and

compensating the attendant for properly presenting the remediation response.

28. The method of claim 1, wherein the timing condition comprises one or more of:

(i) a condition based on a time of day;

(ii) a condition based on a day of the week;

(iii) a condition based on a time of the month; and

(iv) a condition based on a time of the year.

29. The method of claim 1, wherein the timing condition comprises a condition based on a current weather condition.

30. The method of claim 1, wherein the timing condition comprises one or more of:

(i) a condition based on an expected sales volume of the merchant;

(ii) a condition based on an actual sales volume of the merchant;

(iii) a condition based on an expected service time at the merchant;

(iv) a condition based on an actual service time at the merchant;

(v) a condition based on customer traffic at the merchant.

31. The method of claim 1, wherein the identifying of the query is further based at least in part on the timing condition.

38. The method of claim 1, further comprising:

selecting an attendant response based at least in part on the customer response category and the identity of the attendant; and

prompting the attendant to present the selected attendant response.

39. The method of claim 1, wherein the at least one pre-established customer response category comprises at least one of a plurality of merchant-defined categories.

25. A method, comprising:

receiving first information at a processing device associated with a merchant;

identifying an attendant;

identifying at least a first query based at least in part on the first information and the identity of the attendant;

determining whether the at least one query satisfies a timing condition associated with the merchant;

prompting, in the case that the at least one query is determined to satisfy the timing condition, the attendant to present the at least first query;

rewarding the attendant in the case that it is determined that the attendant properly presents the at least first query;

receiving a customer response to the at least first query;

analyzing the customer response to at least determine a tone of the customer response; and

categorizing, based on the analysis, the customer response into at least one pre-established customer response category.

32. The method of claim 25, wherein the rewarding comprises:

crediting an amount to an employee account associated with the attendant.

40. The method of claim 25, further comprising:

selecting an attendant response based at least in part on the customer response category and the identity of the attendant; and

prompting the attendant to present the selected attendant response.

41. The method of claim 25, wherein the at least one pre-established customer response category comprises at least one of a plurality of merchant-defined categories.

26. A medium storing instructions adapted to be executed by a processor to perform a method for conducting a survey, the method comprising:

receiving customer information;

identifying an attendant;

identifying a survey question based at least in part on the customer information and the identity of the attendant;

prompting the attendant to verbally present the survey question to the customer;

determining that the survey question is properly verbally presented by the attendant;

receiving a response to the survey question; and

analyzing the verbal response to at least determine a tone of the verbal response.

33. The medium of claim 26, wherein the determining that the survey question is properly verbally presented by the attendant comprises:

recording a utterance of the attendant; and

analyzing the recording to determined if the utterance indicates that the survey question was properly presented.

42. The medium of claim 26, in which the method to be executed by the processor further comprises:

selecting an attendant response based at least in part on the customer response category and the identity of the attendant; and

prompting the attendant to present the selected attendant response.

27. A method, comprising:

receiving, at a processing device, an indication of a Universal Product Code (UPC) identifying a product;

identifying an attendant;

selecting a query based at least in part on the UPC identifying the product and the identity of the attendant;

prompting the attendant to present the query to the customer;

rewarding the attendant in the case that it is determined that the attendant properly presents the query to the customer;

receiving a verbal response from the customer;

analyzing the verbal response to determine a tone of the response and to determine if a remediation response is required; and

instructing, in the case that is determined that the remediation response is required, the attendant to perform the remediation response.

34. The method of claim 27, wherein the remediation response comprises one or more of:

(i) an expression of thanks;

(ii) an apology;

(iii) a providing of a benefit; and

(iv) a dispatch of assistance.

35. A method, comprising:

receiving, by a processing device, customer information associated with a customer;

identifying an attendant;

selecting, based at least in part on the customer information and the identity of the attendant, a survey question from a plurality of available survey questions;

prompting the attendant to present the survey question to the customer;

recording a verbal response to the survey question;

analyzing, by the processing device, the verbal response to determine a tone of the response; and

categorizing, based on the analyzing of the verbal response, the verbal response into at least one pre-established customer response category.

36. The method of claim 35, wherein the survey question comprises one or more of:

(i) a question associated with a quality of service experienced by the customer;

(ii) a question associated with a shopping experience of the customer; and

(iii) a question associated with a physical condition of a store.

37. The method of claim 35, further comprising:

determining, based on the categorizing of the verbal response, a remediation response; and

prompting the attendant to perform the remediation response.

43. The method of claim 35, further comprising:

selecting an attendant response based at least in part on the customer response category and the identity of the attendant; and

prompting the attendant to present the selected attendant response.

44. The method of claim 35, wherein the at least one pre-established customer response category comprises at least one of a plurality of merchant-defined categories.