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Method and system for answering a query from a consumer in a retail store

  • US 9,092,818 B2
  • Filed: 01/31/2013
  • Issued: 07/28/2015
  • Est. Priority Date: 01/31/2013
  • Status: Active Grant
First Claim
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1. A method of answering a query utilizing a system including an augmented reality device worn by a consumer and a commerce server having at least one processing device, the at least one processing device including a query module, a product database, a consumer status database, a retrieving module, a transmission module, a verification module and a diversion module, the method comprising:

  • receiving, by the query module, first and second signals from the augmented reality device, the first signal communicating audio data collected by a microphone of the augmented reality device, the second signal communicating image data collected by a camera of the augmented reality device;

    identifying, by the query module, the presence of a query from the consumer within the first and/or second signals;

    determining, using the consumer status database, the status of the consumer utilizing the system;

    retrieving, by the retrieving module, a proposed answer to the query from the product database, the proposed answer being based at least in part on data within the first signal, the second signal, and/or the status of the consumer;

    transmitting, by the transmission module, the proposed answer to the augmented reality device;

    verifying, by the verification module, whether the proposed answer is accepted by the consumer;

    receiving, by the query module, another first signal and/or another second signal from the consumer if the proposed answer is not accepted by the consumer;

    responding, by the diversion module, to a predetermined number of unaccepted answers by the consumer by placing the consumer in real-time communication with a human provider of customer service; and

    generating, through the augmented reality device, a prompt using the audio data and the image data in order to initiate the real-time communication between the consumer and the human provider of customer service.

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