Method and apparatus for on-site enterprise associate and consumer matching

• US 20040078209A1
• Filed: 10/22/2002
• Published: 04/22/2004
• Est. Priority Date: 10/22/2002
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A.
• Application Number:
  US10/278,462
• Publication Number:
  US 20040078209A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: G06Q 30/08 Auctions

Abstract

A system for matching consumers to associates at an enterprise site is provided. The system includes a wireless enterprise network in communication with a consumer wireless device. In response to a request for assistance entered by a consumer, the consumer may be directed from their current location to a location at which the requested item or service may be obtained. The system may also be used to assign an available associate to assist the consumer. An appropriate associate may be selected based on various criteria, including the position of the associate relative to the consumer and whether the associate has the qualifications necessary to meet the consumer'"'"'s requirements.

Claims

1. A method for matching an associate to a consumer, comprising:

detecting a consumer presence on an enterprise site, wherein said step of detecting comprises;

detecting the initiation of communications between a consumer wireless communication device and a wireless network associated with said enterprise site;

acknowledging said consumer presence;

detecting a need to assist said consumer; and

providing a resource to said consumer.

2. The method of claim 1, further comprising:

detecting a location of said consumer within said enterprise site, wherein said resource provided to said consumer is selected in view of said detected location of said consumer.

3. The method of claim 2, wherein said location of said consumer is detected by detecting a location of said consumer wireless communication device.

4. The method of claim 1, further comprising:

receiving confirmation of said consumers identity; and

providing information to said consumer based on a profile maintained for said consumer.

5. The method of claim 1, wherein said resource provided to said consumer comprises interactive help provided to said consumer through said consumer wireless device.

6. The method of claim 5, wherein said interactive help comprises interactive voice recognition.

7. The method of claim 1, wherein said resource provided to said consumer comprises live help provided over a voice link provided through said consumer wireless device.

8. The method of claim 7, wherein said live help is provided by an associate operating an associate wireless device.

9. The method of claim 1, wherein said resource provided to said consumer comprises human assistance, and wherein an agent for providing said human assistance is directed to a detected location of said consumer within said enterprise site.

10. The method of claim 1, wherein said resource directs said consumer from a detected location of said consumer to a desired location.

11. The method of claim 10, wherein said desired location comprises at least one of a location of a desired item, a location of a qualified associate, and a location of a desired service.

12. A computer readable medium comprising instructions to perform the steps of claim 1.

13. A logic circuit operable to perform the steps of claim 1.

14. A system for matching a consumer to an on-site enterprise resource, comprising:

a wireless network;

a server computer in communication with said wireless network, comprising;

a data storage device for storing at least one of applications and data;

a processor;

software stored in said data storage device and operative on said processor for detecting the presence of a wireless device in communication with said wireless network; and

software stored in said data storage device and operative on said processor for providing said wireless device with data.

15. The system of claim 14, wherein said wireless network comprises a plurality of antennas.

16. The system of claim 14, further comprising:

software stored in said data storage device and operative on said processor for determining a location of said wireless device within said site.

17. The system of claim 14, further comprising:

a consumer wireless device, comprising;

a wireless interface, wherein said consumer wireless device is capable of communicating with said wireless network;

a user input device, wherein said consumer may provide input to said consumer wireless device; and

a user output device, wherein data received from said server computer through said wireless network is provided to said consumer.

18. The system of claim 17, wherein said user input device comprises at least one of a keyboard, a touch screen, a pointing device, and a microphone.

19. The system of claim 17, wherein said user output device comprises at least one of a visual display, and a speaker.

20. The system of claim 14, wherein said wireless network comprises a network utilizing a radio frequency link between said network and a wireless device.

21. The system of claim 14, further comprising:

an associate wireless device, comprising;

a wireless interface, wherein said associate wireless device is capable of communicating with said wireless network;

a user input device, wherein said associate may provide input to said associate wireless device; and

a user output device, wherein said associate is provided with data received from said server computer through said wireless network.

22. The system of claim 14, wherein said server computer comprises a software application for providing interactive help to a user of said wireless device.

23. The system of claim 22, wherein said interactive help comprises a voice recognition application, wherein said user of said wireless device uses voice commands to navigate through said interactive help.

24. A system for matching a consumer to an associate at an enterprise site, comprising:

means for detecting the presence of said consumer;

means for detecting a need of said consumer for assistance;

means for communicating said detected presence of said consumer and said detected need of said consumer for assistance to an enterprise server computer means; and

means for providing said consumer with said assistance, comprising at least one of means for communicating information from said enterprise server computer means to said consumer, means for establishing a communication link between said consumer and said associate, means for directing said consumer to a qualified associate, and means for directing said associate to a location of said consumer.

25. The system of claim 24, wherein said means for detecting comprises a means for determining a location of said consumer within said enterprise site.

26. The system of claim 24, wherein said means for detecting the presence of said consumer comprises a consumer wireless communication device means, and enterprise wireless network means.

27. The system of claim 24, wherein said means for establishing a communication link between said consumer and said associate, and said means for directing said associate to a location of said consumer comprises an associate wireless communication device means.