Virtual retail assistant
First Claim
1. An information system for providing event relevant information to a customer in a retail store, the information system comprising:
- a wireless kiosk;
a position engine in electrical communication with the wireless kiosk, the position engine periodically determining the location of the wireless kiosk in the retail store;
an event management component in electrical communication with the position engine and the wireless kiosk, the event management component operable to identify an event from information received from the wireless kiosk or the position engine;
a content delivery system in electrical communication with the wireless kiosk, the content delivery system operable to provide information to the customer on the wireless kiosk associated with the event identified by the event management component;
an application delivery manager in electrical communication with the content delivery system, the application delivery manager operable to obtain the information provided to the customer;
a business partner network in electrical communication with the application delivery manager;
a store ecommerce system in electrical communication with the business partner network, the store ecommerce system operable to provide information about online interactions with the customer at a manufacturer'"'"'s website to the application delivery manager;
a product information system in electrical communication with the business partner network, the product information system operable to provide product information from a manufacturer to the application delivery manager; and
an agent desktop in electrical communication with the business partner network, the agent desktop operable to provide information from an agent to the application delivery manager.
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Accused Products
Abstract
The present invention, as embodied in the claims, relates to customer care management via a communications systems and methods including, in embodiments, a combination of automated and human services to be provided to a customer in a retail store environment in real time. For example, one embodiment of the present invention provides an automated method for assisting a customer in a retail store comprising: identifying the customer; periodically identifying the customer'"'"'s position in the store; identifying a product of interest to the customer; and communicating information to the customer via a remote specialized sales agent or other audio, visual and/or computer data relevant to the customer.
174 Citations
17 Claims
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1. An information system for providing event relevant information to a customer in a retail store, the information system comprising:
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a wireless kiosk; a position engine in electrical communication with the wireless kiosk, the position engine periodically determining the location of the wireless kiosk in the retail store; an event management component in electrical communication with the position engine and the wireless kiosk, the event management component operable to identify an event from information received from the wireless kiosk or the position engine; a content delivery system in electrical communication with the wireless kiosk, the content delivery system operable to provide information to the customer on the wireless kiosk associated with the event identified by the event management component; an application delivery manager in electrical communication with the content delivery system, the application delivery manager operable to obtain the information provided to the customer; a business partner network in electrical communication with the application delivery manager; a store ecommerce system in electrical communication with the business partner network, the store ecommerce system operable to provide information about online interactions with the customer at a manufacturer'"'"'s website to the application delivery manager; a product information system in electrical communication with the business partner network, the product information system operable to provide product information from a manufacturer to the application delivery manager; and an agent desktop in electrical communication with the business partner network, the agent desktop operable to provide information from an agent to the application delivery manager. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An automated method for assisting a customer in a retail store, comprising:
- initiating an information session with the customer;
periodically identifying the customer'"'"'s position in the retail store;
identifying a product of interest to the customer based on the customer'"'"'s position; and
communicating information to the customer based on one or more of identified information regarding the customer, the customer'"'"'s position or movement from in the retail store or the identity of the product, communicating the information provided to the customer via an application delivery manager in electrical communication with a content delivery system, communicating with a business partner network in the electrical communication the application delivery manager;
communicating with a store ecommerce system in electrical communication with the business partner network the store ecommerce system operable to provide information about online interactions with the customer at a manufacturer'"'"'s website to the application delivery manager;
communicating with a product information system in electrical communication with the business partner network, the product information system operable to provide product information from a manufacturer to the application delivery manager; and
communicating with an agent desktop in electrical communication with the business partner network, the agent desktop operable to provide information from an agent to the application delivery manager. - View Dependent Claims (9, 10, 11)
- initiating an information session with the customer;
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12. A communications system for providing a virtual sales agent to assist a customer in a retail store including a network, the communication system comprising:
- an identification and personalization component operable to identify the customer using a wireless kiosk in the retail store;
a tracking and analysis component operable to collect information on the customer including periodically identifying a position of the customer within the retail store;
a predictive opportunity identification component operable to identify an event associated with the customer by using information collected by the tracking and analysis component, a customer-defined preferences and a retailer-defined business rules;
an agent-skills based matching component operable to associate an agent having event information to be sent to the customer with the identified event; and
a chat and collaborative browsing component operable to connect the agent with the wireless kiosk to allow the agent to communicate the event information to the customer. - View Dependent Claims (13, 14, 15, 16, 17)
- an identification and personalization component operable to identify the customer using a wireless kiosk in the retail store;
Specification