Granted Patent B2

US 9,451,576 · App. 13/364,441 · Granted Sep 20, 2016

Abstract

Claims (73)

1. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps of a method of operating a system for providing location based assistance via a computing device, the steps comprising:

hosting a database of personal information regarding a customer of a merchant, the personal information enabling communication, by a system of the merchant to members of an online social network of the customer, according to privacy information set by the customer;

hosting a database of information regarding current availability of sales associates of the merchant;

hosting a database of current product inventory information that identifies a merchant location of each product item in the inventory of the merchant;

receiving a current location of the customer and a request from the customer for assistance regarding a particular product item;

posting notice of shopping activities of the customer to the members of the online social network of the customer, according to the privacy information;

in response to receiving the request for assistance from the customer:

determining whether at least one sales associate, at a location of the merchant at which the particular product item is in stock and available for purchase, is available to interact with the customer, based on the information regarding current sales associate availability, and the current product inventory information,

establishing call communication between the customer and one of the at least one available sales associate at a location of the merchant at which the particular product is in stock and available for purchase, based on the information regarding current sale associate availability, the current product inventory information, and the current location of the customer, if it is determined that at least one sale associate at a location at which the particular product item is in stock and available for purchase, is available to interact with the customer, and

establishing call communication between the customer and a designated location of the merchant, based on the information regarding current sale associate availability, the current product inventory information, and the current location of the customer, if it is determined that at least one sale associate at a location at which the particular product item is in stock and available for purchase, is not available to interact with the customer, or if it is determined that the particular product item is not available at any location of the merchant; and

providing access to information representative of customer purchase history, wherein the inventory information is determined based upon a comparison of the inventory information and the purchase history.

2. The non-transitory computer-readable media as defined in claim 1 , wherein receiving the current location of the customer comprises receiving an identification of the customer location from the computing device.

3. The non-transitory computer-readable media as defined in claim 2 , wherein the location of the customer is identified through a customer provided location.

4. The non-transitory computer-readable media as defined in claim 1 , wherein the location of the customer is within a retail establishment.

5. The non-transitory computer-readable media as defined in claim 4 , wherein the at least one sales associate is located within a same retail establishment as the customer.

6. The non-transitory computer-readable media as defined in claim 1 , wherein determining the availability of the at least one sales associate comprises determining availability of at least one sales associate closest to the location of the customer and within a predetermined location threshold of the location of the customer.

7. The non-transitory computer-readable media as defined in claim 6 , comprising providing information regarding the customer to the available at least one sales associate closest to the location of the customer.

8. The non-transitory computer-readable media as defined in claim 1 , wherein the instructions perform steps for providing location based assistance via a computing device, comprising:

determining relevant inventory information from the information regarding inventory based on the information regarding the customer, and

providing the relevant inventory information to the available at least one sale associate.

9. The non-transitory computer-readable media as defined in claim 1 , wherein the instructions perform steps for providing location based assistance via a computing device, comprising:

communicating, by the available at least one sales associate, promotional information to the customer in response to receiving the current location of the customer.

10. The non-transitory computer-readable media as defined in claim 1 , wherein receiving the current location of the customer comprises receiving one or more of global positioning system data, network utilization data, and indoor positioning data.

11. The non-transitory computer-readable media as defined in claim 1 , wherein the instructions perform steps for providing location based assistance via a computing device, comprising:

providing a user interface comprising user interface elements to allow the customer to originate a communication with customer assistance request.

12. The non-transitory computer-readable media as defined in claim 1 , wherein the instructions perform steps for providing location based assistance via a computing device, comprising:

providing a user interface comprising user interface elements to allow the available at least one sales associate to originate a communication with the customer.

13. The non-transitory computer-readable media as defined in claim 1 , wherein in response to a customer assistance request received from the customer, the customer is provided with inventory information.

14. The non-transitory computer-readable media as defined in claim 13 , wherein the inventory information comprises one or more of new inventory, sale inventory, clearance inventory, and promotion inventory.

15. The non-transitory computer-readable media as defined in claim 13 , wherein the inventory information is personalized based upon the information regarding the customer.

16. The non-transitory computer-readable media as defined in claim 1 , comprising providing a user interface on a mobile device.

17. The non-transitory computer-readable media as defined in claim 1 , wherein the information regarding the customer comprises social media information.

18. The non-transitory computer-readable media as defined in claim 1 , wherein the information regarding the customer comprises purchase intent.

19. The non-transitory computer-readable media as defined in claim 1 , comprising:

providing access to social media information regarding the customer, wherein the inventory information is determined based upon a comparison of the inventory information and the social media information; or

providing access to information representative of customer purchase intent, wherein the inventory information is determined based upon a comparison of the inventory information and the purchase intent.

20. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps of a method of operating a system for providing customer assistance via a computing device, the steps comprising:

hosting a database of product inventory information comprising merchant locations at which each product item is currently in stock and available for purchase;

receiving a customer call requesting assistance regarding a particular product item;

posting notice of shopping activities of the customer to members of an online social network of the customer, according to privacy information set by the customer;

in response to receiving the customer call requesting assistance:

determining whether at least one sales associate is available at a location at which the particular product item is currently in stock and available for purchase, and

establishing call communication between the customer and an available sales associate at a merchant location at which the particular product item is currently in stock and available for purchase, based on information regarding current sales associate availability and the current product inventory information, if it is determined that at least one sales associate is available at a merchant location at which the particular product item is currently in stock and available for purchase; and

providing access to information representative of customer purchase history, wherein the inventory information is determined based upon a comparison of the inventory information and the purchase history.

21. The non-transitory computer-readable media as defined in claim 20 , wherein the instructions perform steps for providing customer assistance via a computing device, comprising:

determining the location of the customer; and

wherein determining the location of the customer comprises receiving an identification of the customer location from the computing device.

22. The non-transitory computer-readable media as defined in claim 21 , wherein the location of the customer is identified through a customer provided location.

23. The non-transitory computer-readable media as defined in claim 21 , wherein determining the location of the customer includes one or more of utilizing global positioning system data, utilizing network utilization data, and utilizing indoor positioning data.

24. The non-transitory computer-readable media as defined in claim 20 , wherein the instructions perform steps for providing customer assistance via a computing device, comprising:

providing the inventory information to the customer when the customer is located within a predetermined location, wherein the predetermined location is a retail establishment.

25. The non-transitory computer-readable media as defined in claim 20 , wherein the instructions perform steps for providing customer assistance via a computing device, comprising:

providing inventory information that includes one or more of video, text, and voice communication to the customer from a merchant location at which the particular product item is in stock and available for purchase.

26. The non-transitory computer-readable media as defined in claim 20 , comprising a user interface having user interface elements to allow the customer to originate a customer assistance request.

27. The non-transitory computer-readable media as defined in claim 20 , comprising a user interface having user interface elements to allow a sales associate to originate a customer assistance request.

28. The non-transitory computer-readable media as defined in claim 20 , wherein the inventory information is personalized based upon hosted information regarding the customer.

29. The non-transitory computer-readable media as defined in claim 20 , wherein the inventory information is provided on a mobile device.

30. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps of a method of operating a system for providing customer assistance via a computing device, the steps comprising:

hosting a database of product inventory information comprising merchant locations at which each product item is currently in stock and available for purchase;

receiving a customer call requesting assistance regarding a particular product item;

posting notice of shopping activities of the customer to members of an online social network of the customer, according to privacy information set by the customer;

in response to receiving the customer call requesting assistance:

determining whether at least one sales associate is available at a location at which the particular product item is currently in stock and available for purchase, and

establishing call communication between the customer and an available sales associate at a merchant location at which the particular product item is currently in stock and available for purchase, based on information regarding current sales associate availability and the current product inventory information, if it is determined that at least one sales associate is available at a merchant location at which the particular product item is currently in stock and available for purchase; and

providing access to social media information regarding the customer, wherein the inventory information is determined based upon a comparison of the inventory information and the social media information.

31. A non-transitory computer-readable media having stored thereon computer executable instructions, wherein the instructions perform steps of a method of operating a system for providing customer assistance via a computing device, the steps comprising:

hosting a database of product inventory information comprising merchant locations at which each product item is currently in stock and available for purchase;

receiving a customer call requesting assistance regarding a particular product item;

posting notice of shopping activities of the customer to members of an online social network of the customer, according to privacy information set by the customer;

in response to receiving the customer call requesting assistance:

determining whether at least one sales associate is available at a location at which the particular product item is currently in stock and available for purchase, and

establishing call communication between the customer and an available sales associate at a merchant location at which the particular product item is currently in stock and available for purchase, based on information regarding current sales associate availability and the current product inventory information, if it is determined that at least one sales associate is available at a merchant location at which the particular product item is currently in stock and available for purchase; and

providing access to information representative of customer purchase intent, wherein the inventory information is determined based upon a comparison of the inventory information and the purchase intent.

Assignments (18)