Customer interaction manager on a point of sale computer

• US 9,946,999 B2
• Filed: 11/30/2012
• Issued: 04/17/2018
• Est. Priority Date: 11/30/2012
• Status: Active Grant

• Current Assignee: NCR Voyix Corporation
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Morgan, Taylor Drake, Bande-ali, Azhar, Taylor, Brett S., Mallory, Charles Howard, Evans, Curtis Patrick Quinn, Fortuna, James Lee, Turner, David Allen
• Primary Examiner(s): Obaid, Fateh M
• Application Number:
  US13/690,806
• Publication Number:
  US 20140156431A1
• Time in Patent Office: 1,964 Days
• Field of Search: None
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 20/385 using an alias or single-use codes

Abstract

An approach is provided for indirectly connecting a customer'"'"'s mobile smart device to a point of sale computer located at a business when the customer is making a purchase at the business. The customer'"'"'s mobile smart device and the POS computer communicate over the Internet with a customer interaction manager executing on an Internet server. This provides an easy to use interface for the customer and allows the customer to receive information and send requests to the business without having to wait for personnel working at the business to be available.

Claims

1. A method of managing customer interaction with a business implemented by a point of sale (POS) computer located at the business and communicating over the Internet with a server computer, the method comprising:

starting, by the POS computer, a purchase transaction for a customer present at the business;

establishing, by the POS computer, an Internet session with the server computer by transmitting a purchase transaction started notification for the started purchase transaction, wherein establishing further includes establishing a first network connection with the server computer;

receiving, by the POS computer, a unique identifier from the server computer in response to transmitting the purchase transaction started notification where the unique identifier uniquely identifies the started purchase transaction;

providing, by the POS computer, the unique identifier with a uniform resource locator (URL) to a mobile smart device operated by the customer where the URL is an Internet address serviced by the server computer;

receiving, by the POS computer, a request using the Internet session with the server computer over the Internet where the request includes the unique identifier entered by the customer and authenticating, by the server the customer based on the unique identifier entered by the customer through the mobile smart device during a second network connection between the mobile smart device and the server computer, and wherein receiving further includes receiving the from the mobile smart device and managing, by the POS computer and the server computer the Internet session through a record for the purchase transaction maintained by the server computer in a database;

providing a web browser interface to the mobile smart device and including access through the web browser interface to information relevant to;

the purchase transaction, specials, discount items, and customer-initiated requests during the purchase transaction, and wherein providing further includes changing selectable options within the web browser interface available for customer selection during the purchase transaction; and

processing, by the POS computer, the received request where processing the request includes using the unique identifier to identify the started purchase transaction, wherein the business is a restaurant, and wherein the purchase transaction includes customer location information where the customer location information specifies where the customer is seated within or near the restaurant, and wherein providing the unique identifier and the URL to the customer includes wirelessly receiving, from the mobile smart device operated by the customer, location information and transmitting the unique identifier and the URL to the mobile smart device if the received location information matches the customer location information from the purchase transaction.

2. The method of claim 1, wherein providing the unique identifier and the URL to the customer includes printing the unique identifier and the URL as readable text using a printer.

3. The method of claim 1, wherein providing the unique identifier and URL to the customer includes creating an optical code encoded with information that includes the unique identifier and the URL and printing the optical code using a printer.

4. The method of claim 3, wherein the optical code is a Quick Response (QR) bar code.

5. The method of claim 1, wherein providing the unique identifier and the URL to the customer includes wirelessly transmitting data to the mobile smart device operated by the customer.

6. The method of claim 5, wherein wirelessly transmitting data includes using near field communications to transmit the data where the transmitter is located proximate to the customer.

7. The method of claim 5, wherein wirelessly transmitting data includes using Wi-Fi communications to transmit the data.

8. The method of claim 1, wherein the location information wirelessly received from the mobile smart device is provided by a global position system in the mobile smart device.

9. The method of claim 1, wherein the location information wirelessly received from the mobile smart device is encoded in an optical code located proximate to the customer and an image of the optical code is wirelessly received from the mobile smart device.

10. The method of claim 1, wherein providing the unique identifier and the URL to the customer includes transmitting the data using text messaging to the mobile smart device operated by the customer.

11. The method of claim 10, wherein adding the item to the purchase transaction includes sending a notice to an employee of the business to deliver the added item to the customer.

12. The method of claim 1, wherein processing the received request includes sending a notice to an employee of the business to provide a service to the customer.

13. The method of claim 12, wherein the notice to the employee includes instructions to physically deliver a bill detailing the items of the purchase transaction to the customer.

14. The method of claim 12, wherein the notice to the employee includes instructions to physically retrieve a form of payment for the purchase transaction from the customer.

15. The method of claim 1, further comprising:

processing a payment for the purchase transaction;

transmitting a list of items in the purchase transaction to the server computer using the Internet session; and

terminating the Internet session with the server computer.

16. One or more non-transitory digital storage media storing instructions which, when executed by one or more computing devices, cause performance of the method recited in claim 1.