System for escorting a customer around a retail facility

Abstract

The invention relates to the field of interactive information technology. The present system comprises the following components that interact remotely with one another: a customer electronic communication device, a first server group for the primary processing and distribution of data, an automated shopping cart, and a second server group for the secondary processing of pre-selected individual customer data for use in establishing a customer profile and making specific selections on the basis of data provided about general preferences corresponding to the customer's needs at the time that they are on the premises of a retail facility with the intention of making purchases. The invention makes it possible to take into account individual traits of customers moving about the premises of a retail centre, while the high-speed and high-quality processing of incoming information concerning an individual customer provides for an optimized shopping experience through improved customer assistance that allows a customer, equipped with information about a suggested product, to move quickly and efficiently about the premises.

Description

[0001] A reference service system to support and stimulate the purchasing process within a retail facility

[0002] Field of technology

[0003] The proposed invention relates to the field of interactive information technologies, and specifically to multifunctional information and communication systems, the technical and software preparation of which is adapted to the possibility of accompanying customers along the route in a retail facility, while ensuring high quality of the services provided with demonstrated consumer interest and activity in relation to the purchasing process.

[0004] State of the art

[0005] A group of interacting equipment for personal presentation of goods in retail trade is known from the prior art (see RU2745855, class G06Q30 / 00, published 02.04.2021 [1]).

[0006] The solution [1] identified from the prior art relates to the field of advertising / marketing services and is intended for the market promotion of goods / services with the aim of improving the quality and volume of sales.

[0007] According to the description of a solution known from the state of the art in the field of advertising and marketing [1], the presentations (advertising campaigns) of a product, including responses to customer requests, are compared with the data received that the advertised product was removed from the shelf (from the display case) for the purpose of purchase, which in turn creates the basis for the formation of a database and analysis of customer behavior, thereby determining the effectiveness of the company in presenting the product.

[0008] The use of an individual presentation of goods in a well-known centralized control system [1] allows for an increase in operational efficiency, which is due to the execution of operations for processing images of goods on a server, regulating, in particular, the transfer of images directly from existing terminals. In terms of the material component, the well-known system of personal presentation of goods [1] includes hardware and software, means for registering images of goods subject to sale and research modules for centralized control and monitoring, which include executive means, communication means for transmitting data concerning units of goods offered for sale, as well as devices for processing images and counting products offered for sale.

[0009] The significant features of the solution known from the prior art [1] include the presence in the system of an additional memory unit, means for setting identification numbers, units for generating a correspondence database, as well as additional specialized memory systems, wherein said additional memory unit serves, in particular, to store the correspondence in time of recording images by a video camera with the data of a presence sensor, said means of identification numbers are made to be located in the field of view of the video review means, said units for generating a correspondence database are adapted for the purpose of matching the number of copies of the presented goods offered for sale with the data of a presence sensor, and said additional specialized memory systems are intended to store tables of correspondence of identification numbers, images of the appearance and characteristics of goods, query options, responses to queries and presentations of goods.

[0010] The following disadvantages should be noted as those of the prior art product presentation system [1] in the retail sector.

[0011] The well-known decision, in particular, mentions that the presentations conducted are compared with data on the fact that the advertised product was purchased, and this provides the basis for the creation of a corresponding database for storing successful presentations. However, it should be taken into account that the recorded data cannot be used as some kind of objective signs guaranteeing the completion of purchases by buyers, conditionally divided into different categories and having different desires and needs during the periods of the desired purchase.The essence of the known technical solution is disclosed in a fairly generalized manner using functionally dependent formulations without their specific physical embodiment, which is presented, as a rule, within the framework of a detailed and detailed practical example of implementation, which is actually absent from the description, and which should disclose in detail and fully the information (means and methods) with the help of which it is possible to successfully use, for example, data for increasing sales volumes, data for improving the quality of service or other data that positively influences wholesale and retail trade, thus the method of personal presentation of goods known from the prior art seems difficult to implement and does not guarantee the achievement of the declared useful result.

[0012] The closest to the proposed invention from the point of view of technical essence can be recognized as the method of constructing a client portrait known from the state of the art (see RU2647689, class G06Q30 / 02, published on 16.03.2018 [2]).

[0013] The solution [2] known from the prior art relates to the field of marketing, namely to obtaining information about a person and can be used to provide individual advertising to a client based on information about him, as well as to implement other marketing tasks.

[0014] The technology under consideration [2] is aimed at expanding the scope of application of methods for constructing a client portrait while simultaneously improving the quality of the client portrait.

[0015] The use of well-known technology increases the information content and completeness of the resulting client profile.

[0016] In order to implement the known technology of describing the customer portrait, standard and well-known methods can be used, in particular, equipped premises of retail facilities are used, as well as recording devices (digital cameras, video cameras) installed inside the facility and on the outside of the facility, which transmit data, in particular, data on the appearance of a potential buyer to the marketing processing server, where the information is loaded, processed and a preliminary and approximate construction of a buyer portrait is carried out in order to transmit information to the latter about goods and services that are likely to arouse consumer interest. According to the solution [2], the selection of a client with the receipt of his image is carried out by video recording him at an offline point of sale, which eliminates the need for the involvement of human resources and simplifies the process of forming a customer base for an offline point of sale.

[0017] In this case, the formation of a customer profile is carried out by integrating the results of the analysis of customer behavior at an offline point of sale and the analysis of selected information resources, which, in accordance with the plan, reduces the risk of receiving false information about the customer and takes into account the actual behavior of the customer.

[0018] The following are potential disadvantages of the technology [2].

[0019] According to the description, the term "offline point of sale" refers, in particular, to areas immediately surrounding shopping arcades / showcases, as well as entrance areas to a retail facility (shop, shopping center, restaurant, etc.). This, firstly, does not eliminate the need for human resources, but rather increases such a need, since the video recording equipment included in the production system must be purchased, mounted in designated locations, and configured to enable data transmission to the processing server and subsequent servicing. Secondly, it does not guarantee effective replenishment of the active customer base, since a person caught in the viewing area may pass by and not be interested in making a purchase.

[0020] The formation of a customer profile is carried out, among other things, using information resources and overview photographs taken directly during the inspection of the goods of interest; however, the reliability of the obtained data on the psychological type of the buyer can be greatly distorted, since not everyone has profiles on social networks; many profiles have a closed type status, and open information may not actually reflect the characteristics and character of the buyer; in addition, advertising information about the product, which is formed by analyzing the previously obtained data and which may theoretically interest the buyer, is sent to the latter on an individual means of communication (smartphone), which does not ensure timely familiarization with the said information and a favorable response to the advertising nature of its content. Disclosure of the invention

[0021] The technical problem of the proposed invention is the creation of an information and communication service platform for customers visiting a retail facility, the analytical and multimedia capabilities of which make it possible to select and display individual commercial offers that meet the expectations of customers, which are essentially based on the research processing of incoming information related to the customer, which expands the functionality and significantly improves the quality of the services provided.

[0022] The technical result of the proposed invention, which solves the existing technical problem, is the implementation of the purpose of creating the specified information and communication service system, which takes into account the individual characteristics of customers moving around the territory of the shopping center, creating, through high-speed and high-quality processing of incoming information associated with an individual customer, an optimized purchasing process, conditioned by improved service, including ergonomics and precision of movement of the customer, who has data on the products offered for purchase.

[0023] The specified technical result and the specified technical problem are achieved as a result of the fact that the auxiliary system for customer service support within the territory of a retail facility, taking into account the individual characteristics of the customer, contains a remotely interacting electronic means of communication for the customer, a first server group for the primary processing and distribution of information data, an automated shopping cart and a second server group for the secondary processing of pre-selected individual information data, which are used in the future to form a conditional portrait of the customer and the exploratory development, based on the specified information data, of approximate preferences corresponding to the needs of the customer during the period of intent to make purchases, located directly on the territory of the retail facility, the said electronic means of communication for the customer serves for the purpose of communicating with the first server group for primary processing,as a result of which the buyer is registered in the software application with subsequent questionnaire in order to obtain a conditional psychological portrait of the buyer, also noting the positions of the products of interest for the purpose of purchase, information about which, simultaneously with the questionnaire data, is received in the data warehouse and the preliminary processing and primary data distribution unit of the existing first server group for primary processing, which sends, by means of communication means, the combined data of a specific buyer to the said second server group for secondary processing, the analytical module of which processes and studies the received questionnaire data, including specific product instructions of the buyer, forming on this basis the positions of the said approximate preferences in the form of an optimal positional sample, obtained in the course of a software verification of the specific instructions of the buyer with the available positions,the selection and approval of which is additionally compared with the existing psychological characteristics of the buyer, indirectly confirming the latter's predisposition to a certain type of product, while the approved data of the said positional sample is sent via the data transmission means of the second server group of secondary processing to the electronic means of the buyer and / or to the communication receiving means of the automated shopping cart, transmitting the data of the positional sample via the existing interactive display means during the period of direct use by the registered user, who has confirmed his physical presence by the verification procedure, establishing a temporary connection with the selected automated shopping cart.

[0024] We present a new, high-tech technical solution related to the field of information and communication technologies, which is a service system of oriented functionality, designed to support and stimulate the purchasing process on the territory of a retail facility, and the technical and software preparation of the proposed system is adapted to implement the possibility of direct marketing support for buyers along a conditional route in a retail facility, while ensuring high quality of the services provided with demonstrated consumer interest and activity in relation to the purchasing process.

[0025] The basic technical component that defines and represents the proposed technical object as a technical solution directly related to the information and communication service platform is the presence of a remotely interacting electronic means of communication of the buyer, the first server group for the primary processing and distribution of information data, an automated shopping cart, as well as a second server group for the secondary processing of pre-selected individual information data, which are used in the future, in essence of the proposed solution, to form a conditional characteristic of the buyer and the exploratory development (based on the information data received) of the desired product preferences corresponding to the needs of the buyer during periods of intent to make purchases as such, while being within the territory of the corresponding retail facility,which, in a systemic sense, predetermines the proposed platform as a servicing information system with built-in analytical and multimedia capabilities, which, taken together, allow for the selection and then display of individual commercial offers that, if possible, meet the expectations of buyers.

[0026] Significant from the point of view of achieving the technical result associated with the possibilities of high-speed and high-quality processing of incoming information associated with a specific buyer, is the presence in the proposed system of an interacting first server group for primary processing and distribution of information data and a second server group for secondary processing of pre-selected individual information data, which, as already indicated above, are combined with each other and work together, forming in turn a combinational duplicating structure of an information type, the hardware and software potential of which makes it possible to process large volumes of incoming information and store it for an unlimited time for possible analytical studies, which is confirmed, in particular, by the fact thatthat the first of the said server groups communicates with the electronic means of communication of the buyer for the purpose of the possibility of forming his preliminary psychological portrait, marking the positions of the goods of interest, information about which, with the characteristic features of the buyer, is sent to the data warehouse and the block for preliminary processing and primary distribution of data of the said first group, which in turn sends the data of a specific buyer to the second server group, mentioned several times, the analytical module of which is designed with the possibility of processing and studying the received data in the form of an optimal positional selection of goods, based on the research processing of previously received data.

[0027] Also, a significant feature of the proposed information technology solution for customer service support within a retail facility is the ability to optimize the purchasing process, the quality of which is determined by improved service, including ergonomics and precision of customer movement within the retail facility, which is achieved thanks to the comprehensive capabilities of the first and second mentioned server groups, both of which receive and process incoming volumes of information specific to a specific customer intending to make purchases in a specific retail facility. However, it is extremely important and appropriate to note that the first mentioned group of servers receives primary, essentially unprocessed data concerning the indicative selection of products and personal data and characteristics of the customer.on the basis of which an approximate psychological portrait of the buyer is subsequently constructed, which is necessary for a correct analytical assessment of the need, and the second specified group of servers receives conditionally secondary, pre-saved and processed information in the form of combined pre-processed data of a specific buyer, which, both individually and in combination, is processed by the existing analytical module, which studies and forms (on the basis of this data) an optimal positional product selection, the approval of which is compared, among other things, with the existing psychological data of the buyer, which likely confirms the latter's predisposition to the approved type of product.

[0028] It should be further noted that the stated capabilities for ergonomics and precision of customer movement within the retail facility are actually made possible, i.e., directly implemented, by sending comprehensive data on the positional product selection (selection) to the customer's electronic device and / or to the communication receiving device of the shopping cart, which has the ability to transmit said comprehensive data, which, individually or in combination, provides a visual presentation and navigational-information selection to the customer, who has the ability, on this basis, to rationally and ergonomically construct approximate routes along the shopping aisles, accurately determining the exact or approximate location of specific product positions approved for purchase, thus optimizing the purchasing process, increasing the level of service provided by the retail facility.

[0029] Based on the above, the proposed service system for accompanying a buyer through a retail facility, taking into account its characteristics and technical features, forms a set of features sufficient to achieve the specified technical result, which consists in the direct implementation of the purpose of creating an information and communication service system that takes into account the individual characteristics of buyers moving through the territory of a shopping complex, creating, through high-speed and high-quality processing of incoming information associated with an individual buyer, an optimized purchasing process, conditioned by improved service maintenance, including ergonomics and accuracy of movement of a buyer possessing data on the products offered for purchase, in connection with which a solution to the designated technical problem of creating an information and communication service platform serving buyers visiting a retail facility is ensured,The analytical and multimedia capabilities of which allow for the selection and display of individual commercial offers that meet customer expectations, which are essentially based on the research processing of incoming customer-related information, which expands functionality and significantly improves the quality of services provided.

[0030] Brief description of the drawings

[0031] Fig. 1 schematically shows the stage of buyer registration in the proposed system;

[0032] Fig. 2 schematically shows the stage of primary processing of information and its transmission for subsequent processing and analysis;

[0033] Fig. 3 schematically shows the process of transmitting and processing information for the purpose of obtaining an optimal advertising offer;

[0034] Fig. 4 shows a diagram of a retail facility indicating the optimal route to take when making purchases.

[0035] Implementation of the invention

[0036] The proposed auxiliary system for customer service support within a retail facility is illustrated with specific examples of implementation and implementation, which, however, are not the only possible ones, but clearly demonstrate the achievement of the specified set of essential features of the specified technical result, as well as the solution to the specified technical problem.

[0037] The following parts and elements of the proposed auxiliary system for customer service support throughout the retail facility are shown in Figs. 1-4:

[0038] 1 - buyer;

[0039] 2 - laptop;

[0040] 3 - smartphone;

[0041] 4 - first server group;

[0042] 5 - channels for connection and data exchange with a laptop;

[0043] 6 - channels for connection and data exchange with a smartphone;

[0044] 7 - channels for connection and data exchange with the second server group; 8 - second server group;

[0045] 9 - data storage of the first server group;

[0046] 10 - block for preliminary processing and primary distribution of data of the first server group;

[0047] 11 - analytical module of the second server group;

[0048] 12 - channels for connection and data exchange with the server device of the trading facility;

[0049] 13 - retail facility;

[0050] 14 - server device of the trading facility;

[0051] 15 - analytical module of the server device;

[0052] 16 - approved optimal positional product selection;

[0053] 17 - automated shopping cart;

[0054] 18 - channels for connection and data exchange with the control and monitoring subsystem of the automated shopping cart;

[0055] 19 - subsystem for control and monitoring of automated shopping cart;

[0056] 20 - interactive display device for an automated shopping cart;

[0057] 21 - wheel group of automated shopping cart;

[0058] 22 - optimal route;

[0059] 23 - display cases / shelves;

[0060] 24 - cash area;

[0061] 25 - entrance / exit of the sales area.

[0062] Thus, the proposed auxiliary system for customer service support within a retail facility, taking into account the individual characteristics of the customer, contains a number of interconnected and interacting equipment, which may include software and hardware, communication tools, communications equipment, transportation equipment, information processing equipment, etc.

[0063] In accordance with the concept of the proposed solution, the composition includes a remotely interacting electronic means of communication for the buyer, which is implemented in the form of a laptop 2 or a smartphone 3, a first server group 4 for the primary processing and distribution of information data, a second server group 8 for the secondary processing of pre-selected individual information data, a server device 14 of a retail facility 13 and an automated shopping cart 17 equipped with a control and monitoring subsystem 19 for movement around the retail facility 13 and the transportation of selected products.

[0064] The electronic means of communication of the buyer, made in the form of a laptop 2 or in the form of a smartphone 3, in accordance with the concept of the invention, serves for the purpose of communication with the first server group 4, as a result of which it is possible to register the buyer 1 in the software application with subsequent questioning in order to obtain a conditional psychological portrait of the buyer 1, who in turn has the ability to indicate the products of interest.

[0065] Information concerning the questionnaire data of the buyer 1, information regarding the characteristics of a specific buyer 1 that characterize his psychological type, as well as information about the products of interest are received simultaneously in the data warehouse 9 and in the preliminary processing and primary data distribution block 10 of the first server group 4 for the primary processing and distribution of information data.

[0066] From the first server group 4, via the channels 7 for connecting and exchanging data with the second server group 8, the processed and distributed data of the buyer 1 are sent accordingly to the second server group 8 for secondary processing of the pre-selected individual information data, which are essentially used later for forming a conditional portrait of the buyer 1 and for the exploratory development, based on the said information data, of approximate preferences corresponding to the needs of the buyer 1 during the period of intent to make purchases or when the buyer 1 is located directly on the territory of the retail facility 13.

[0067] In order to implement the above-mentioned secondary possibility of processing data and transforming them into final advertising offers aimed at the buyer 1, the second server group 8 contains an analytical module 11, which is a software and hardware means for processing and studying the received questionnaire data, including, among other things, the characteristics of the psychological type, as well as specific product instructions of the buyer 1, forming on this basis the positions of the mentioned approximate preferences in the form of an optimal positional sample 16, obtained in the course of a software verification of the specific instructions of the buyer 1 with the product positions available in the specific retail outlet 13 selected by the buyer, the selection and approval of which is also compared with the existing psychological characteristics of the buyer 1, indirectly confirming the predisposition of the latter to a certain type of product.

[0068] The analytical module 11 of the second server group 8, via the connection and data exchange channels 12, contacts the server device 14 of the retail facility 13 in order to confirm the availability of product items from the compiled optimal positional sample 16 and to link each confirmed product item to a specific location and shelf of the retail facility 13. In this way, the approved optimal positional product sample 16 is formed.

[0069] Then, the approved data of the specified positional product selection 16 are sent via the connection and exchange channels 5 or 6 to the laptop 2 or to the smartphone 3, respectively, after which the processed data are transmitted via the connection and exchange channels 7 to the second server group 8 and then via the connection and data exchange channels 18 with the control and monitoring system 19 of the automated shopping cart 17 are transmitted through its communication receiving means to the control and monitoring subsystem 19, which is implemented in the form of an operational module of the automated shopping cart 17, at the time of confirmation by the verification procedure, establishing a temporary connection with the selected automated shopping cart 17, by the buyer 1 during his physical presence in the retail facility 13 with the intention of making purchases.

[0070] The automated shopping cart 17, the verification procedure of which has been confirmed, transmits the data of the approved optimal positional sample 16 by means of the available interactive display means 20 in the form of a monitor / display of the automated shopping cart 17. The transmitted approved optimal positional product sample 16 contains consumer and marketing data on the goods, their locations in the retail facility 13, as well as a constructed route of movement through the retail facility 13, constructed by the analytical module 11 of the second server group 8 in such a way that, in particular, the number of revolutions of the wheel group 21 of the automated shopping cart 17 is minimal, and at the same time all locations of the goods of the approved optimal positional product sample 16 in the retail facility 13 are passed by the automated shopping cart 17.Thus, the optimal purchasing process is achieved by demonstrating ergonomics and precision of customer movement.

[0071] The proposed service system for accompanying a customer through a retail facility 13 is implemented as follows.

[0072] It should be noted that the purpose of the subsequent description of the operation of the proposed invention is not to limit it to a specific design and implementation variant, but, on the contrary, to cover all possible additions that do not go beyond the scope of the presented invention formula.

[0073] Registration in the proposed auxiliary system, which takes into account the individual characteristics of the buyer, is carried out by the buyer 1 using the electronic means of communication of the buyer 1, which, as was indicated, is carried out in the form of a laptop 2 or a smartphone 3.

[0074] It should be emphasized that after registration, buyer 1 goes through a questionnaire, where he provides a large amount of information that will be used to create his psychological portrait for the purpose of comparison with the questionnaire information of other previously served buyers, which is located in the second server group 8.

[0075] Through the connection and exchange channels 5 or 6 between the laptop 2 / smartphone 3 of the buyer 1 and the first server group 4, requests for the availability of a specific product in the retail network, requests for confirmation of product availability, requests related to product reservations, information on reservation confirmation, and order confirmation data are transmitted to the server group 8 via the connection and exchange channels 7. Furthermore, requests via the connection and exchange channels 12 are sent to the server device 14 of the retail facility 13, where the availability and location of the product are directly confirmed.

[0076] Requests can be transmitted via a wired connection over the internet or wirelessly via cellular radio channels using, for example, Bluetooth or GSM technologies. In this case, the consumer's electronic communication device 1, such as a laptop 2 or smartphone 3, generates a radio pulse of a specific frequency and amplitude. This radio pulse is emitted into space, and the first server group 4 then filters and processes the incoming signal, after which the desired information is extracted—for example, a request for the availability of a specific product. It should be specifically clarified that the transmission specified in this paragraph, received, in particular, from smartphone 3, is activated by a software application, the operation of which is controlled by the first server group 4. The request may indicate a general name, for example, "milk," or it may specifically indicate the brand / name of the milk.If the request is “general,” it is sent to the first server group 4 and communicates with the server device 14 of the retail outlet 13, where the availability and location of the product is confirmed; if not, a replacement is requested and offered to the customer 1, displayed on the interactive display 20 of the cart 17 or on the smartphone 3. If the request is “general,” for example, “milk,” it is sent to the second server group 8, where, based on similar characteristics of other customers (served previously), the milk option that the customer 1 is most likely to purchase is selected. If the request is “specific,” it is sent to the first server group 4 and then communicates with the server device 14 of the retail outlet 13, where the availability and location of the specific product is confirmed; if not, a replacement is requested, which is offered to the customer 1, displayed on the interactive display 20 or on the smartphone 3.

[0077] The transmission of information via channels 5 or 6 for connection and exchange between laptop 2 / smartphone 3 and the first server group 4 can be carried out using satellite communication channels and other similar means of communication, including wired ones.

[0078] The exchange of information between the first server group 4 and the second server group 8 is preferably carried out via connection and exchange channels 7 using software, in particular, controlling the direction of requests and the receipt of responses by known methods, namely wirelessly using cellular radio channels (Bluetooth, GSM technologies), via wired Internet, as well as using satellite communication channels and other similar means of communication.

[0079] One of the possible methods of registration in the system implies that the buyer 1, via the connection and exchange channels 5 or 6 between the laptop 2 / smartphone 3 and, respectively, the first server group 4, wirelessly transmits a radio pulse of a certain frequency and amplitude via radio channels of cellular communication using, for example, Bluetooth, GSM technologies, satellite communication channels and other similar means of communication, containing a request for activation on the website of the company servicing the proposed system for service support on the territory of the retail facility 13, the registration procedure of the buyer 1. The specified request is sent directly to the first server group 4. The block 10 for preliminary processing and primary distribution of data of the first server group 4 filters and processes the incoming signal, after which the extraction of the necessary information occurs, i.e. the activation of the registration procedure.

[0080] Next, buyer 1, using the aforementioned known data exchange methods, completes a special questionnaire or survey form on the company's website using a laptop 2 or smartphone 3, answering the questions specified therein. The information completed by buyer 1 is sent via mobile or wired internet to the first server group 4. The first server group 4 stores all necessary data from users who have completed the questionnaire and registered to participate in interactions with the aforementioned company. For this purpose, buyer 1 is assigned a unique digital ID, in addition to the login and password created by buyer 1. After this user is assigned a unique digital ID, all user data provided by them while completing the questionnaire on the company's website is linked to this specific unique digital ID, forming a single database file stored in the first server group 4.

[0081] An additional method of registering buyer 1 is to download onto a laptop 2 or smartphone 3 the software application of the company servicing the proposed system for service support of buyer 1 within the territory of the retail facility, through which further interaction with buyer 1 will take place. Buyer 1, via a mobile or wired Internet using a laptop 2 or smartphone 3, goes to the website of a specific company and downloads the company's software application via a mobile or wired Internet for subsequent registration, or the download of the software application is performed by buyer 1 via a mobile or wired Internet through software application services (app store, google play, etc.).

[0082] A request to download a software application is sent via mobile or wired internet from laptop 2 or smartphone 3 to the first server group 4, where the current version of the company's software application is stored, through which further interaction with buyer 1 will take place. After buyer 1 downloads the company's software application to laptop 2 or smartphone 3 and installs it, buyer 1 fills out the questionnaire fields in the installed software application via mobile or wired internet using laptop 2 or smartphone 3, answering the questions specified therein.Questions in the customer questionnaire 1 that may indirectly characterize their characteristics and habits typically include the following: gender, age, height, weight, meat / vegetarianism, healthy lifestyle, behavior, attitude toward sweets, fatty, spicy, and unhealthy foods, likes and dislikes, favorite dishes, whether to display customized advertising, preferences (e.g., cheapest products, best of the cheap, cheapest of the best, best of the best, for example, expensive and high-quality ones, those participating in promotions at the retail outlet, etc.). The information completed by customer 1 is sent via mobile or wired internet to server group 4. Server group 4 stores all data from users who have completed the questionnaire and registered to interact with the company. For this purpose, customer 1 is assigned a unique digital ID, in addition to the login and password they created.After assigning a unique digital ID to a given buyer 1, all data of buyer 1, provided by him when filling out the questionnaire on the company's website, are linked to this specific unique digital ID, forming a single data storage file 9 of the first server group 4.In the future, this file, stored in the first server group 4 and containing all the information about the user with this unique digital ID, will be supplemented with new information about the purchases of this specific buyer 1 and his preferences, for which purpose this information will be sent via mobile or wired Internet to the first server group 4 from the server device 14 of the trading facility 13, connected to the first server group 4 via mobile or wired Internet and recorded using the company's software installed on the first server group 4 in a single file of data storage information 9, which contains all the information about the user 1 with this unique digital ID.

[0083] In the data storage 9 of the first server group 4, data is stored on each buyer 1 who has provided their data by filling out the aforementioned questionnaire on the company's website or directly through the company's software application downloaded via mobile or wired Internet by the user from the company's website or through application stores (app store, Google Play, etc.). This file stores the unique digital ID assigned to buyer 1, as well as all the data provided by them when filling out the questionnaire on the company's website or in the software application. The set of such files constitutes the user database stored in the data storage 9 of the first server group 4. This set of files stores the personal data of buyer 1, which they considered sufficient and possible when filling out the questionnaire (full name, gender, date of birth, email, telephone number, etc.).), as well as data related to their preferences in goods, products, services, and other items, as indicated when filling out the questionnaire, as well as psychological preferences when choosing a specific product, service, or item, as indicated by buyer 1 when filling out the questionnaire (vegetarian or meat eater, focus on quality, price, fashion, brand / name, opinions of others, etc.). All data received from users is stored in special standardized file fields. This uniformity allows for easy comparison of each standardized file with the data stored in the second server group 8.

[0084] After buyer 1 has completed filling out the form and finalizing the file that stores the unique digital ID assigned to buyer 1, as well as all of buyer 1's data provided by him when filling out the questionnaire on the company's website or in the software application, the first server group 4, using the Internet, sends the final file via connection and exchange channels 7 to the second server group 8, which has an analytical module 11 in operation, where the main and primary data processing takes place, as well as the development and approval of the final advertising offer.

[0085] The analytical module 11 of the second server group 8 is a hardware and software tool, the software of which uses the capabilities of artificial intelligence, which compares the data from the file in which the unique digital ID assigned to the buyer 1 is stored, as well as all the data of the buyer 1 provided by him when filling out the questions of the questionnaire, received from the first server group 4, with at least three types of data available or received by the second server group 8 through the channels 7 of connection and data exchange.

[0086] The three types of data mentioned include:

[0087] - the initial data accepted as the starting database, entered by the company's employees directly into the second server group 8, which are made in the form of files similar to the files of the final files sent from the first server group 4 to the second server group 8;

[0088] statistical data and survey data (including psychological surveys), intended for subsequent analytical comparison, entered by the company's employees into the second server group 8 via the Internet or other means, online, in the form of files similar to the final files or a set of final files sent from the first server group 4 to the second server group 8 and in which the unique digital ID assigned to the buyer 1 is stored, as well as all the data of the buyer 1 provided by him when filling out the questionnaire;

[0089] - data from files similar to those of other company customers (saved purchase history of previously served customers with an assessment of the level of satisfaction with the purchases made), which they fill out themselves on the company website or through the company's software application downloaded via the Internet from the company's website or through application services (app store, google play, etc.).), taking into account the updating of the data of these files (other customers of the company) due to the purchase history of this specific user and his preferences, for which this information will be sent via the Internet to the first server group 4 from the server device 14 of the trading facility 13, connected to the first server group 4 via the Internet and recorded (combined), with the help of the company's software installed in the first server group 4, into a single file of database information containing all the information about the buyer 1 with this unique digital ID, and subsequently transmitted to the second server group 8 via the Internet.

[0090] The analytical module 11 of the second server group 8 compares the key fields of the final file, which stores the unique digital ID assigned to the buyer 1, as well as all the data of the buyer 1 provided by him when filling out the questions of the questionnaire, received from the first server group 4, in particular, including the personal data of the buyer 1, as well as the psychological preferences when choosing a certain product, product, service, indicated by the buyer 1 when filling out the questionnaire (gender, date of birth, vegetarian or meat eater, focus on quality, price, fashion, brand, opinion of others, etc.) with the previously entered and stored unified files of other buyers, at the same time selecting, during the analysis and selection for comparison, files with data similar in content and etymology, located in the second server group 8.

[0091] At the same time, analytical module 11 of the second server group 8 selects similar files from other customers with matching key values ​​for subsequent analysis. After selecting the maximum number of files containing data that roughly match the key characteristics (fields) of a specific customer's file 1, analytical module I of the second server group 8, based on the information contained in these files, selects goods, products, and services that were either purchased by these customers and received the highest quality and customer satisfaction ratings after purchase, or were recommended for purchase by these customers to other customers.This information is contained in unified files compared by artificial intelligence, and the amount of information for analysis in which is constantly increasing due to the continuous updating of the data of these files, in particular, due to the history of purchases and ratings of goods / products / services of all buyers, for which purpose this information will be sent via the Internet through the second server group 8 to the first server group 4 from the server device 14 of the trading facility 13, connected to the first server group 4 via the Internet and recorded using the company's software installed on the first server group 4, in a single file of database information containing all the information about the buyer 1 with this unique digital ID, which is then transmitted to the second server group 8 via the Internet.

[0092] Next, the analytical module 11 of the second server group 8 selects the optimal list of goods / products / services that have the highest mathematical probability of being purchased by user 1 and subsequently receiving the highest rating of their quality and satisfaction by analogy with the purchases and ratings given by other users with similar parameters (gender, date of birth, vegetarian or meat eater, focus on quality, price, fashion, brand, opinion of others, etc.), entered in advance into the unified database files of the second server group 8.

[0093] In this case, mathematical probability is an event A in some trial, determined by the relation:

[0094] P(A) = m / n, where

[0095] n is the total number of all equally possible elementary outcomes of this trial; m is the number of elementary outcomes favorable to event A. In the proposed example of implementing the invention, the indicator m is the number of outcomes for which buyer 1 will be satisfied with the purchase, and the indicator n is the total number of purchases made. The task of the analytical module 11 is to select products / goods such that the indicator P tends to 1.

[0096] After the analytical module 11 of the second server group 8 selects the optimal list of goods / products / services that have the highest mathematical probability of being purchased by user 1 and subsequently receiving the highest rating of their quality and satisfaction, the analytical module I of the second server group 8 transmits this information to the second server group 8, which in turn communicates with the server device 14 of the trading facility 13 to receive confirmation of the availability of these goods / products / services in the trading facility 13 at the current moment and to receive the exact X and Y coordinates of the location of display cases / shelves 23 with each product offered to buyer 1. After receiving confirmation of the availability of these goods in the trading facility 13 at the current moment from the server device 14 of the trading facility 13, the second server group 8 transmits the received X and Y coordinates of the location of display cases / shelves 23 with each product offered to buyer 1.The analytical module 11 of the second server group 8 requests a two-dimensional plan of the given retail facility, which is stored in the second server group 8, with the coordinates of all shelves, cash registers, other retail equipment, aisles, main entrances and exits plotted thereon. Based on the received X and Y coordinates of the display cases / shelves 23 with each product, the analytical module 11 plots these coordinates on the two-dimensional plan of the given retail facility 13 received from the second server group 8. After plotting all the coordinates on the two-dimensional map of the retail facility 13, the analytical module 11 of the second server group 8 creates the optimal route 22 for the automated shopping cart 17.Optimal route 22 is understood to be the shortest route. If multiple routes of equal length are obtained, analytical module 11 compares these routes to determine the route requiring the minimum amount of time, the fastest, and the most optimal in terms of trajectory. In this case, analytical module 11 takes the X and Y coordinates of entrance / exit 25 of retail facility 13 as the initial point of movement, and the X and Y coordinates of checkout area 24 of retail facility 13 as the final point of movement.

[0097] To create the most optimal route, analytical module 11 of the second server group 8 uses mathematical algorithms based on the road graph, Dijkster's algorithm, and other mathematical algorithms. After determining the optimal route, analytical module 11 transmits it to the second server group 8, which in turn transmits it to the first server group 4 via wired or wireless internet. The first server group 4, in turn, transmits this route via wireless internet, satellite communications, or other communication channels to the control and monitoring subsystem 19 of the automated shopping cart 17.

[0098] Communication between buyer 1 and the system for his service support within the territory of the retail facility 13 can occur as follows.

[0099] Buyer 1, upon arriving at the premises of retail outlet 13, registers his / her physical presence at the premises by launching software installed, for example, on smartphone 3. This software, by receiving the coordinates of the location of smartphone 3 of buyer 1, compares them with the coordinates of the location of retail outlet 13 to identify the retail outlet on whose premises buyer 1 is currently located. After determining retail outlet 13, the geographic coordinates of which coincide with the geographic coordinates of smartphone 3, the software opens a pop-up window in which buyer 1 must confirm that he / she is located on the premises of the desired retail outlet 13.After buyer 1 confirms the information in the pop-up window that he is located at the desired retail facility, smartphone software 3 sends this information via the Internet to the first server group 4. If buyer 1 has not confirmed in the pop-up window of the software application that he is located at this particular retail facility 13, or if the operating system does not have data on the physical coordinates of buyer 1, or if smartphone 3 of buyer 1 does not allow receiving such coordinates, then smartphone software 3 opens a pop-up window in which the buyer is asked to manually select the retail facility at which he is currently located from the list of retail facilities in the network.

[0100] A similar operation is performed by the software of smartphone 3 in the event that buyer 1, when visiting a given retail outlet 13, enters the company's website using smartphone 3, while the data on the geographic location of buyer 1 is not currently communicated to the system; in connection with this, the software installed on the website will prompt the user to manually select the retail outlet in whose territory he is currently located from the list of retail outlets in the network.

[0101] After determining the physical geographic location of buyer 1 and selecting the retail facility 13 in which he is located, buyer 1 enters a list of goods / products / services that he would like to use.

[0102] Buyer 1 can enter the specified list using two methods:

[0103] 1. If there is an application 3 on the smartphone, the buyer 1, having logged into this application using his login and password, determines the goods / products or services that he would like to receive.

[0104] 2. Using a smartphone 3, the goods / products or services of interest are selected on the company’s website, choosing them from the list offered on the company’s website.

[0105] Information about the items desired for purchase by buyer 1 is sent via smartphone 3 through connection and exchange channels 6 to the first server group 4.

[0106] The first server group 4 forwards the given list of goods / products or services selected by the buyer 1, together with his unique ID, to the second server group 8 via the connection and exchange channels 7.

[0107] The analytical module 11 of the second server group 8 receives the unique ID of buyer 1 and, using software, compares the received list of goods / products or services with the list of similar goods / products or services of buyers from the database stored in the second server group 8 in the form of modified files belonging to users with similar (according to certain characteristics) personal data (gender, age, height, weight, meat / vegetarianism, healthy lifestyle, summing up, attitude to sweets, preferred / not preferred products, favorite / unloved products, preferences - the cheapest products, the best of the cheap, the cheapest of the best, the best of the best, products participating in promotions, etc.) as buyer 1 with this unique ID.

[0108] Based on the essence of the proposed solution, it should be noted as an example that buyers of approximately the same age and, in particular, similar in psychological profile, in 98% of cases will give equivalent and essentially similar ratings to the purchased identical products; thus, phenomenologically, it should be judged that in most cases, similar characteristics of different buyers indicate common similar product preferences that determine the predisposition of a certain type of people to one or another product.

[0109] Thus, the analytical module 11 of the second server group 8 selects goods / products or services purchased by customers with personal data similar in certain characteristics, as a specific customer 1 with his unique ID and subsequently receiving the maximum rating for quality and satisfaction from the purchased goods / product or service, located in the previously saved standardized files of customers in the database of the second server group 8.

[0110] Thus, the analytical module 11 of the second server group 8 forms the final list (the approved optimal product selection 16) of goods / products or services recommended for purchase by the buyer 1 with a unique ID in the given retail outlet 13.

[0111] After forming this list, the analytical module I of the second server group 8 sends this list to the server device 14 of the trading facility 13, in which the buyer 1 is physically located, to check the availability of each of the goods / products or services on the territory of this specific trading facility 13, by sending the final file with the list of goods / products or services to the server device 14 of the trading facility 13 of the network via the connection and exchange channels 12.The analytical module 15 of the server device 14 of the trading facility 13 of the network, after receiving this file from the second server group 8, checks the availability of approved goods / products or services on the territory of a specific trading facility 13 of the trading network, by comparing the list of goods / products or services and their quantity, located in the received final file, with the list of goods / products or services located in the warehouse accounting system of the server device 14 of a specific trading facility of the network 13 of the trading network.

[0112] In the event of a complete correspondence between the list and quantity of goods / products or services contained in the file received by the server device 14 of the trading facility 13 of the network from the second server group 8 and the data contained in the warehouse accounting system of the server device 14 of the given trading facility 13 of the trading network, then the software of the server device 14 of the trading facility 13 of the trading network sends via the Internet to the second server group 8 a complete confirmation of the current correspondence of the file received from the second server group 8 to the actual availability of goods / products or services on the territory of the trading facility 13 of the trading network.

[0113] In the event of receiving full confirmation of the compliance of the goods / products or services selected by the analytical module 11 of the second server group 8 with the actual availability of goods / products or services on the territory of the given retail outlet 13 of the network, the analytical module 11 of the second server group 8 sends confirmation in the form of a final file (approved optimal positional product selection 16) via the Internet to the first server group 4.

[0114] The first server group 4, after receiving the final confirmation file from the second server group 8, sends the complete list of goods / products or services selected by the analytical module 11 of the second server group 8 to the smartphone 3 of the buyer 1 via the Internet.

[0115] Also, the first server group 4, after receiving the final confirmation file from the second server group 8, sends the complete list of goods / products or services selected by the analytical module 11 of the second server group 8 to the communication receiving means of the automated shopping cart 17 via wireless Internet, satellite communication or other communication channels. In this case, the complete list of goods / products or services selected by the analytical module 11 of the second server group 8 is displayed on the screen / display (interactive display means 20) in the sequence corresponding to the sequence of the optimal route for traveling through the display cases / shelves of the retail facility 13, determined by the analytical module 11 of the second server group 8 and transmitted to the communication receiving means of the shopping cart 17 via wireless Internet, satellite communication and other communication channels.

[0116] Thus, an information and communication service system is created that takes into account the individual characteristics of customers moving around the territory of the shopping center, creating, through high-speed and high-quality processing of incoming information associated with an individual customer, an optimized purchasing process, conditioned by improved service, including ergonomics and precision of movement of the customer, who has the data on the products offered for purchase.

[0117] In this regard, the task is being addressed by creating a technologically advanced information and communications service platform for customers visiting a retail facility. Its analytical and multimedia capabilities allow it to select and display customized commercial offers that meet customer expectations. These offers are essentially based on the research processing of incoming customer-related information, thereby expanding functionality and significantly improving the quality of services provided.

[0118] The proposed technical solution can be successfully used as an auxiliary communication system-assistant, providing a multi-format and ergonomic advertising service, allowing for new and innovative shopping experiences within retail facilities.

Claims

Invention formula An auxiliary system for providing customer service support within the retail premises, taking into account the individual characteristics of the customer, comprising a remotely interacting electronic means of communication for the customer, a first server group for the primary processing and distribution of information data, an automated shopping cart and a second server group for the secondary processing of pre-selected individual information data, which are subsequently used to form a conditional portrait of the customer and the refinement of, based on said information data, approximate preferences corresponding to the needs of the customer during the period of intent to make purchases, located directly on the premises of the retail premises, the said electronic means of communication for the customer serves for the purpose of communicating with the first server group for the primary processing,as a result of which the buyer is registered in the software application with subsequent questionnaire survey for the purpose of obtaining a conditional psychological portrait of the buyer, also noting the positions of the products of interest for the purpose of purchase, information about which, simultaneously with the questionnaire data, is received in the data warehouse and the preliminary processing and primary data distribution unit of the existing first server group for primary processing, which sends, by means of communication means, the combined data of a specific buyer to the said second server group for secondary processing, the analytical module of which processes and studies the received questionnaire data, including specific product instructions of the buyer, forming on this basis the positions of the said approximate preferences in the form of an optimal positional sample, obtained in the course of a software verification of the specific instructions of the buyer with the available positions,the selection and approval of which is additionally compared with the existing psychological characteristics of the buyer, indirectly confirming the latter's predisposition to a certain type of product, while the approved data of the said positional sample is sent via the data transmission means of the second server group of secondary processing to the electronic means of the buyer and / or to the communication receiving means of the automated shopping cart, transmitting the data of the positional sample via the existing interactive display means during the period of direct use by the registered user, who has confirmed his physical presence by the verification procedure, establishing a temporary connection with the selected automated shopping cart.

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