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Customer assistance request system using smart device

A device, requester's technology, applied in the field of customer assistance systems, which can solve problems such as high labor costs

Inactive Publication Date: 2015-01-28
TYCO FIRE & SECURITY GMBH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Unfortunately, this results in high labor costs for retailers

Method used

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  • Customer assistance request system using smart device
  • Customer assistance request system using smart device
  • Customer assistance request system using smart device

Examples

Experimental program
Comparison scheme
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Embodiment Construction

[0018] Embodiments of the present invention provide methods and systems for responding to assistance request messages. According to one embodiment of the invention, an assistance request message is received from a requester. The assistance request message includes at least one input parameter. A responder is determined from among the plurality of responders to assist the customer, ie to respond to the assistance request message. The responder is associated with responder data corresponding to the at least one input parameter. For example, where the input parameters identify a particular product or category of products, this association may be made based on the respondent's expertise and previous training on that product. An availability query message is sent to the responder to determine if the responder is available to assist the requester. A response to the availability query message is received, and when the response indicates that the responder is available, the request...

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PUM

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Abstract

A method and computer for responding to an assistance request message. An assistance request message from a requester mobile device associated with a requester is received at a response computer. The assistance request message includes at least one input parameter. A responder is determined, from multiple potential responders, to respond to the assistance request message. The responder is associated with responder data corresponding to the at least one input parameter. An availability inquiry message to a responder device associated with the responder is transmitted. A response to the availability inquiry message is received from the responder device. When the response to the availability inquiry message indicates that the responder is available to respond to the assistance request message, the requester mobile device is notified that the responder is available.

Description

technical field [0001] The present invention relates to customer assistance systems, and in particular, to a method and system for determining a responder for responding to an assistance request message. Background technique [0002] The retail shopping environment experience is often the determining factor as to whether a retail customer will purchase a product. For example, a customer might casually browse a store when an item gains user attention. If the customer is familiar with the item and brand through previous research such as consumer ratings, then the customer is likely to make a definitive decision on whether to purchase the item. For example, a customer's past research may indicate that the item is very reliable, which may influence the customer to purchase the item. However, as often happens, the customer is not familiar with the item and / or brand. In this case, the customer will have to either (i) ask the sales associate for information about the item, or if...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/06H04L29/08H04W4/02H04W4/029
CPCG06Q30/0617G06Q10/103H04L67/04H04W4/12H04W4/02H04L51/043G06Q20/20H04W4/029H04L51/00
Inventor N·L·万内斯特S·E·霍尔G·莱昂P·B·拉斯班德T·J·瑞里汉D·M·赛尔斯都
Owner TYCO FIRE & SECURITY GMBH