WO2008084406A2

WO2008084406A2 - System and method for providing virtual customer service

Info

Publication number: WO2008084406A2
Application number: PCT/IB2008/000669
Authority: WO
Inventors: Steed Aster Ferns; William Joseph Barr
Original assignee: Canadian Business Television
Priority date: 2007-01-12
Filing date: 2008-01-14
Publication date: 2008-07-17
Also published as: WO2008084406A3

Abstract

A plurality of multimedia service tools are configured to concurrently conduct a plurality of separate interactive information sessions with a plurality of consumers of retail products. Each of the interactive information sessions includes a portion during which two-way audio and visual communication is selectively initiated with a live attendant. The live attendant answers questions of the consumers and provides information related to the retail products via the multimedia service tools.

Description

SYSTEM AND METHOD FOR PROVIDING VIRTUAL CUSTOMER SERVICE

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims the benefit of U.S. provisional application Serial No. 60/880,191 filed January 12, 2007.

BACKGROUND

1. Field of the Invention The invention relates to systems and methods for providing virtual customer service.

2. Discussion

Many large retailers use an attendant or greeter at the front of a store for various purposes including introducing new sales specials and events, extending a greeting, handing out weekly sales sheets and providing exit security. Attendants, however, may lack in-depth product knowledge and add expense to store operations.

SUMMARY

An interactive assistance system for providing information from a remote live attendant to a plurality of consumers of retail products includes a plurality of computing machines that are configured to concurrently conduct a plurality of separate interactive information sessions with respective ones of the plurality of consumers. Each of the separate interactive information sessions includes an attendant portion during which live two-way audio and visual communication with the attendant is selectively initiated. The system also includes a plurality of displays. Each of the plurality of displays is coupled with one of the plurality of computing machines and is configured to display the attendant. A method for providing information from a remote live attendant to a plurality of consumers of retail products via a plurality of displays each being coupled with one of a plurality of computing machines includes concurrently conducting a plurality of separate interactive information sessions with respective ones of the plurality of consumers. Each of the separate interactive information sessions includes an attendant portion during which live two-way audio and visual communication with the attendant is selectively initiated.

While exemplary embodiments in accordance with the invention are illustrated and disclosed, such disclosure should not be construed as limiting. It is anticipated that various modifications and alternative designs may be made without departing from the scope of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

FIGURE 1 is a block diagram of a virtual customer service system in accordance with an embodiment of the invention.

FIGURE 2 is an illustration of portions of the virtual customer service system of Figure 1.

FIGURE 3 is an illustration of portions of one of the multimedia service tools of Figure 1.

FIGURE 4 is an illustration of an interactive screen for one of the displays of Figure 1.

FIGURE 5 is an illustration of a main menu screen that may be displayed in the main page of Figure 4. DETAILED DESCRIPTION

Embodiments of the invention provide a full-service, live and on- demand interactive multimedia customer service system that fulfills countless tasks that are typically handled by a retailers' customer service desk or on-the-floor assistants. The system relieves the retailer of any payroll obligation and may deliver expert advice, issue card products, collect customer information and surveys and respond to inquiries from shoppers. Some embodiments consolidate and automate a number of specialty applications that may not be presently offered by a retailer or are offered using traditional and costly means. Other embodiments provide a multi-application, multi-lingual, two-way live or on-demand interactive retail media system, e.g., Clive, that can concurrently deliver many critical applications for retail consumers and corporate staff. The delivered applications, which can be live, or pre-recorded at the customer site, include corporate communications, interactive distance learning, virtual customer service, virtual product and service demonstrations, various loyalty and customer affinity programs, customer survey and look up tools, digital signage and specialty content broadcasting.

The system uses two-way real-time live person audio/video interaction between the customer and the virtual attendant, with both parties being able to view each other. The customer and system may also interact using Instant Messaging. A whiteboard portion of the consumer display screen may be used to browse web pages or, alternatively, web pages and literature or diagrams can be pushed to the customer by the virtual attendant for discussion purposes.

A number of self-help tools are provided by the system, e.g., Clive kiosk, including printing of coupons or store layouts, issuing loyalty and customer affinity products and selling credit and gift cards, which require the customer to complete application forms and remit funds.

The system can also simultaneously act as a retail media billboard for digital signage on multiple screens. Alternatively, a customer may ask the system to play product demonstrations videos or other video-on-demand functions, such as Do-It- Yourself videos on various display devices. The system has the option of being equipped with a barcode reader for stock or price lookup.

Some embodiments of the invention emulate an attendant or greeter at the entrance of a store for various purposes: introducing new sales specials and in-store events, providing courtesy greetings, and handing out weekly sales flyers.

The virtual greeter application here, e.g., Clive, provides additional valuable assistance regarding product location, inventory information and alternative products and services. Also, the virtual greater does more than traditional greeter s. It can deliver expert advice, issue card products and collect customer information and surveys. Presently many of these services simply do not occur in many retail locations.

When a patron enters a store and approaches Clive, an audio barker beckons nearby patrons to come and use his services. Customers may see a flat screen, mouse, and keyboard with a multimedia invitation to use this station hi order to assist them in various ways. The user can utilize several self-help functions in Clive, or they can click on a tab that will activate a live video of a real person who, for the purpose of this disclosure, will also be called Clive. Clive resides in a remote studio connected two-way with the customer using satellite, cable modem, DSL, WiFi, ISDN, Tl, E3, ElO, cellular or other commercial broadband services. This Clive studio, for example, could be in the backroom of that retailer, the headquarters of that retailer, the regional office in that district or a sub-contracted person located in a video call center.

The Clive virtual assistant may use various multimedia tools to communicate to and from the customer: two-way interactive live video windows, web browsing and searches, Instant Messaging, VoIP, teleconferencing, whiteboard, scribble pad, photographs, card readers and writers, RFID readers, voice synthesis, still or motion caricatures, POS terminals and product literature.

A Clive attendant is much more rounded in his product knowledge in order to answer all the questions about all the retailers' inventory as compared with the traditional attendant who has departmental skills only, such as plumbing or electrical. Clive may also have all the product information in a knowledge base that he can search and push images back to the inquiring consumer, using any conventional techniques, at the Clive kiosk. This live interaction can also go back and forth using, for example, instant messaging tools, scribble pads, web browsing or pictures in order to fully satisfy the customers' enquiry. In addition to self-help and live interaction, the Clive kiosk may perform other customer orientated functions such as

purchase gift cards and issue loyalty and affinity cards; request and receive coupons graphically or in hard copy; play specials; perform price lookup; show store layout and give directions to product locations graphically or by hard copy; perform inventory checks; print pictures of products c/w UPC code and pricing information; store and remit logs of Clive usage; receive live and on-demand video content of do-it-yourself style projects (e.g., drop ceiling installation, tiling a floor, etc.); and, perform customer loyalty and trend analysis functions.

On Clive's video display, both the "customer" and "Clive" are rendered live. The customer camera may have automatic iris tracking software to ensure the customer is always centered in the frame. This iris tracking can be used to build statistics of what portion of the display screen is viewed. The customer camera may also act as the "eyes for Clive" so customer can choose to hold parts in front of it so Clive can advise, for example, on their request, check the price and quality, check stock, the location of the stock in the store or up-sell the customer on a better alternative. Clive can then print the sku, product location and a product photo for the customer to take with him. This tool may also acts as a motion sensor so that in off hours if there is motion detected, a communication, such as an email, can be sent alerting security of a potential problem. Clive can provide product training and support to the on-floor staff in multiple languages, either on the Clive screen or on a separate larger screen located nearby in a common area. If a retail employee/associate cannot answer a customer's question, he can accompany the customer to Clive in order to get the correct answers. The result is that the customer's question is answered accurately resulting in instant gratification. Additionally, the store employee now has an effective learning tool that he/she can apply to future customers.

Often a retailer will have designated times for product demonstrations such as how to perform faux painting or crown molding installation. Clive can now present these training sessions via video-on-demand (VOD). Clive may store a large library of training content and knowledge base, all available to customers, for example, at the click of a mouse.

If Clive is in a book store, author interviews can be available. For hardware stores, the basic steps of fixing a faucet or installing a home humidifier would be available. These videos can be displayed on a separate screen in a different area of the store that Clive connects to and controls in any conventional fashion. Once the presentation is complete, the customer has the option of printing the materials needed (sku's, store location and prices) to perform that task, or customers are beckoned to pick the product up in the viewing area and take it to the cash register.

Clive and other subject matter experts from that retailer can also train the retail associates on products, product location and in-store services through a live presentation or through on-demand video. Live presentations or training viewing areas may also include a video camera and a microphone for the audio bridge to provide an interactive environment for question and answer sessions.

Multimedia content displayed at the point of purchase may provide a significant lift to sales because up to 70 percent of purchase decisions are made at the point of purchase. The digital signage function of Clive may have significant added value. In some embodiments, the digital signage can

lift product sales; increase brand recognition and loyalty; educate customers on product value; entertain customers to keep them engaged with the Clive Station; increase customer time-in-store; and, increase overall customer satisfaction resulting in more frequent patronage and thereby sales.

When Clive is idle, digital signage content may be displayed along with a barker channel which invites patrons to utilize Clive's services. When Clive is in use, multimedia content can be pushed to the client in the form of multimedia.

Many retailers have bar code scanners placed throughout the floor. Clive can centralize this task and include price look up by the live attendant. When a customer requires price information, many times they can locate a stationary bar code scanner placed throughout the store. Clive can add value to the bar code scanner by not only providing pricing verbally or in visual formats, but offering higher margin products that may have associated rebates or accessories.

Clive's station may also include a card swipe mechanism that will provide multiple tools. Clive can micro-target messages to loyalty card bearers by seeing his/her purchase profile, triggered by the loyalty card swipe. Data from the card can be displayed on the screen such as the customer's loyalty points, or rebates on volume added to the card. The keyboard and mouse will allow patrons to enter data to sign up for that retailer's loyalty program. Loyalty cards will be dispensed at this Clive station. The card swipe mechanism will allow patrons to swipe their credit card to purchase Gift cards which can also dispensed from this station. A printout of a product, coupon, or store directions may be provided to customers through a Clive station. From his studio and at his discretion, Clive can issue any of these items, or the customer can print these from a self-help menu.

Clive may continuously track the variety of customer uses or requests in order to assist in marketing efforts for the retailer:

number and type of assistance requests from live attendant, website or video on demand; product category request for pricing or availability and the location of stock; and, track time of day /day of week of requests.

As described below, the system may include the following components connected in any conventional fashion:

a motion sensor - can act as barker to call nearby customers multimedia server and database - operate Clive's applications plus random topical sales information in idle periods, record usage data, or play VOD simultaneously; monitor - on station, but can feed larger screens in common areas with live content for VOD sales demos and training; barker channel - random topical sales information in idle periods; keyboard - heavy duty water resistant; mouse - track ball; push to talk button - PTT button will raise hand at studio for questions to Clive; webcam - for show and tell with studio and security option; microphone - for interaction with studio (VoIP);

POS terminal - for debit or credit transactions; speakers - for audio tracks and interaction with studio; audio dome - directional audio option; printer - to print all necessary applications, coupons or directions; card issue - datacard reader/ writer; WiFi price lookup terminals; RFID reader; router - wired or wireless to connect to ISP; receive site satellite hardware; and, set top box - to receive media streaming at various locations.

Figure 1 is a block diagram of virtual customer service system 10 showing the communication links between the modules of virtual customer service system 10. System 10 includes multimedia service tools 12, e.g., Clive kiosk, virtual attendant operations 14, and communication network 16. Multimedia service tools 12 communicate with virtual attendant operations 14 via communication network 16. Communication network 16 may be any system or systems, e.g., Internet, satellite, etc., linked together to form a communication link between multimedia service tools 12 and virtual attendant operations 14. As described above, users of multimedia service tools 12 interact, in real-time, with attendants at virtual attendant operations 14. As an example, users separately interacting with several multimedia service tools 12 may concurrently interact, in real-time, with an attendant at one of the virtual attendant operations 14.

Multimedia service tools 12 and virtual attendant operations 14, in the embodiment of Figure 1, are remotely located. In some embodiments, multimedia service tools 12 reside at a single location, e.g., a single store. In other embodiments, multimedia service tools 12 reside at several locations, e.g., several stores. Likewise, virtual attendant operations 14 may be located at a single location or several locations.

Multimedia service tool 12 includes processing module 18.

Processing module 18 includes computer 20 to process information and set top box 22 to receive video/audio information. In other embodiments, processing module 18 may include a fewer or greater number of components. Processing module 18 receives input from keyboard 24, microphone 26 and mouse 28. Processing module 18 also receives input from optical scanner 32, e.g., barcode reader, point of service terminal 34, magnetic card reader 36, e.g., RFID reader, motion sensor 38 and smart card reader 39. In other embodiments, a fewer or greater number of input devices may be provided. The input devices communicate with processing module 18 in any conventional fashion, e.g., direct link, wireless. As described above, users of multimedia service tools 12 provide input to processing module 18 via these input devices.

Display 40, speakers 42 and printer 44 provide output for users of multimedia service tool 12. In other embodiments, a fewer or greater number of output devices may be provided.

Router 46 communicates with multimedia service tool 12 and communication network 16. Set top box 48, which is remotely controlled by remote control 50, receives signals from router 46 and sends them to display 52, e.g., monitor. Display 52 may be in the same or different location as multimedia service tool 12. As described above, multimedia media service tool 12 may stream content through router 46 and set top box 48 to display 52. In some embodiments, multimedia service tool 12 steams content to a number of displays 52. In other embodiments, router 46, set top box 48 or display 52 may be absent.

As described above, virtual attendant operations 14 are manned by a customer service attendant having access to various information sources, e.g., databases, product knowledge, etc., and can provide that information to users of multimedia service tools 12 in real-time.

Figure 2 is an illustration of portions of virtual customer service system 10 of Figure 1 showing a customer service attendant broadcasting customer service information remotely to multimedia service tool 12 via communication network 16. Camera 54 and microphone 56 capture video and audio of the customer service attendant for users of multimedia service tool 12. Additionally, the customer service attendant may push content to multimedia service tool 12 via computer 58. In the embodiment of Figure 2, dynamic content is simultaneously displayed with the customer service attendant on display 40, e.g., flat panel display. In other embodiments, the customer service attendant may take up the whole screen. Camera 30 enables the customer service attendant to view the user of multimedia service tool 12 via computer 58.

Figure 3 is an illustration of portions of multimedia service tool 12 of Figure 1 showing the arrangement of the various input and output devices associated with multimedia service tool 12. Help button 60 is included to further allow a user of multimedia service tool 12 to provide input to the customer service attendant as described above.

Figure 4 is an illustration of an interactive screen for display 40 of Figure 1 showing the screen divided up into different functional sections. In other embodiments, the screen may include a fewer or greater number of sections. Main page 62 provides for web and digital signage content, surveys, etc. Image screens 64, 66 provide live images of the customer service attendant and user respectively. Ad page 68 provides for persistent and rotating ad content. Question box 70 permits a user to submit, via button 72, a question to the customer service attendant. Answer box 74 permits the customer service attendant to respond. Main menu button 76 permits a user to go to the main menu screen of Figure 5.

Figure 5 is an illustration of a main menu screen that may be displayed in main page 62 (Figure 4) if a user selects the main menu button 76 (Figure 4). A number of options, including weekly specials and rebate forms, may be presented to the user.

While embodiments of the invention have been illustrated and described, it is not intended that these embodiments illustrate and describe all possible forms of the invention. Rather, the words used in the specification are words of description rather than limitation, and it is understood that various changes may be made without departing from the spirit and scope of the invention.

Claims

WHAT IS CLAIMED

1. An interactive assistance system for providing information from a remote live attendant to a plurality of consumers of retail products, the system comprising: a plurality of computing machines being configured to concurrently conduct a plurality of separate interactive information sessions with respective ones of the plurality of consumers, each of the separate interactive information sessions including an attendant portion during which live two-way audio and visual communication with the attendant is selectively initiated; and a plurality of displays each being coupled with one of the plurality of computing machines and being configured to display the attendant.

2. The system of claim 1 wherein the attendant has access to electronic data regarding the retail products and wherein each computing machine is configured to receive at least a portion of the electronic data regarding the retail products from the attendant.

3. The system of claim 2 wherein the electronic data regarding the retail products includes at least one of video demonstrations, product specifications and product promotions for the retail products.

4. The system of claim 1 wherein each of the plurality of computing machines is configured to generate a barker to prompt at least one of the plurality of consumers to use the system.

5. The system of claim 1 wherein the live two-way audio and visual communication with the attendant is selectively initiated in response to consumer input.

6. The system of claim 1 wherein each of the separate interactive information sessions also includes a non-attendant portion and wherein at least one of the plurality of computing machines is further configured to generate digital media related to the retail products for at least one of the plurality of displays during a non-attendant portion.

7. The system of claim 1 further comprising a plurality of output devices each being coupled with one of the computing machines and being configured to generate at least one of consumer coupons and product literature for the retail products.

8. The system of claim 1 further comprising a plurality of optical scanners each being coupled with one of the plurality of computing machines and being configured to optically detect information encoded in an optical format and provide the detected information to one of the plurality of computing machines.

9. The system of claim 1 further comprising a plurality of magnetic readers each being coupled with one of the plurality of computing machines and being configured to magnetically detect information encoded in a magnetic format and provide the detected information to one of the plurality of computing machines.

10. The system of claim 1 wherein the plurality of computing machines are further configured to track consumer queries regarding the retail products.

11. The system of claim 1 further comprising a plurality of motion sensors each being coupled with one of the computing machines and being configured to detect movement wherein each of the plurality of computing machines is configured to generate an alert in response to detected movement.

12. The system of claim 1 wherein the attendant and the at least one consumer view each other during the attendant portion of the interactive information session.

13. A method for providing information from a remote live attendant to a plurality of consumers of retail products via a plurality of displays each being coupled with one of a plurality of computing machines, the method comprising: concurrently conducting a plurality of separate interactive information sessions with respective ones of the plurality of consumers, each of the separate interactive information sessions including an attendant portion during which live two-way audio and visual communication with the attendant is selectively initiated.

14. The method of claim 13, wherein the attendant has access to electronic data regarding the retail products, further comprising receiving at least a portion of the electronic data regarding the retail products from the attendant.

15. The method of claim 13 further comprising generating a barker to prompt at least one of the plurality of consumers to initiate one of the plurality of separate interactive information sessions.

16. The method of claim 13 further comprising receiving consumer input wherein the live two-way audio and visual communication with the attendant is selectively initiated in response to the consumer input.

17. The method of claim 13 wherein each of the separate interactive information sessions also includes a non-attendant portion during which digital media related to the retail products for at least one of the plurality of displays is generated.

18. The method of claim 13 further comprising generating at least one of consumer coupons and product literature for the retail products.

19. The method of claim 13 further comprising detecting information encoded in an optical format and providing the detected information to one of the plurality of computing machines.

20. The method of claim 13 further comprising detecting information encoded in a magnetic format and providing the detected information to one of the plurality of computing machines.

21. The method of claim 13 further comprising tracking consumer queries regarding the retail products.

22. The method of claim 13 further comprising detecting movement in a vicinity of one of the plurality of computing machines and generating an alert in response to the detected movement.