WO2012162261A4 - Customer service application for a portable electronic device - Google Patents

Customer service application for a portable electronic device Download PDF

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Publication number
WO2012162261A4
WO2012162261A4 PCT/US2012/038885 US2012038885W WO2012162261A4 WO 2012162261 A4 WO2012162261 A4 WO 2012162261A4 US 2012038885 W US2012038885 W US 2012038885W WO 2012162261 A4 WO2012162261 A4 WO 2012162261A4
Authority
WO
WIPO (PCT)
Prior art keywords
electronic device
portable electronic
information
store
area
Prior art date
Application number
PCT/US2012/038885
Other languages
French (fr)
Other versions
WO2012162261A1 (en
Inventor
Corey Fugman
Benjamin Vigier
Yingfeng Su
Chen Li
Filip Krsmanovic
Original Assignee
Apple Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Apple Inc. filed Critical Apple Inc.
Publication of WO2012162261A1 publication Critical patent/WO2012162261A1/en
Publication of WO2012162261A4 publication Critical patent/WO2012162261A4/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0261—Targeted advertisements based on user location
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/4872—Non-interactive information services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0259—Targeted advertisements based on store location
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0267—Wireless devices
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0613—Third-party assisted
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42348—Location-based services which utilize the location information of a target
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02—Services making use of location information
    • H04W4/029—Location-based management or tracking services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2094—Proximity
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/30—Determination of the location of a subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/4872—Non-interactive information services
    • H04M3/4878—Advertisement messages
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02—Services making use of location information

Abstract

A customer service application resident on a user's portable electronic device is used to get information about a service and also request the service offered by a store. The customer service application can check for nearby stores when launched. Once the user is deemed to be within the service area of the store, the store host server computer can start sending information about various products, servers, events, or workshops offered by the store. The user can use the customer service application to request product or service help from store employees, register for an event/workshop, reserve a product for pickup, etc.

Claims

AMENDED CLAIMS received by the International Bureau on 07 December 2012 (07.12.2012) WHAT IS CLAIMED IS:
1. A method comprising:
receiving, by a computer server, location information from a portable electronic device;
deteniiining, by a computer server, location of the portable electronic device and a first location accuracy value associated with the portable electronic device, wherein the location accuracy value depends on a type of location information;
defining, by the computer server, a first area around the portable electronic device, further comprising:
centering the first area on the location of the portable electronic device; and varying a length of a first distance from the center of the first area to a periphery of the first area based on the first location accuracy value;
defining, by the computer server, a second area having a center and associated with a physical location of a store wherein the store is disposed at the center of the second area, the store having associated location coordinates and a second location accuracy value, wherein the second location accuracy value defines a second distance from the center of the second area to a periphery of the second area;
detennining, by the computer server, that a portion of the first area overlaps a portion of the second area; and
providing, by the computer server, information associated with the store to the portable electronic device for presenting to the user.
2. The method of claim 1 further comprising:
detenmning, by the computer server, that the first area does not overlap the second area;
waiting, by the computer server, for a predetermined time;
after expiration of the predetermined time, determining, by the computer server that the first area does not overlap any portion of the second area;
concluding, by the computer server, that the user has left the store; and stopping, by the computer server, sending of the information associated with the store to the portable electronic device.
3. The method of claim 1 further comprising increasing, by the server computer, the first distance and the second distance by a predetermined value to increase area of overlap between the first area and the second area.
4. The method of claim 1 further comprising:
receiving, by the computer server, a request from the portable electronic device indicating that the user requires assistance with a product;
communicating, by the computer server, the request to one or more employee devices within the store;
receiving, by the computer server, information indicating that an employee will assist the user; and
sending, by the computer server to the portable electronic device, information about the employee and a location to meet the employee.
5. The method of claim 1 further comprising:
receiving, by the computer server, a request from the portable electronic device indicating that the user requires assistance with a product;
placing, by the computer server, the user in a queue, wherein the queue includes one or more users who have requested assistance with at least on product; and sending, by the computer server, to the portable electronic device information indicative of the user's position in the queue.
6. The method of claim 5 further comprising sending periodic updates to the portable electronic device indicating the user's current position in the queue.
7. The method of claim 1 wherein the information associated with the store comprises one or more of:
information about number of people currently waiting for assistance;
information about wait times for assistance with a particular product; and information about an event or workshop offered by the store.
8. A computer-readable non-transitory storage medium storing a plurality of instructions for controlling a processor to provide information to a user, the plurality of instructions comprising:
instructions that cause the processor to determine a location of the user;
instructions that cause the processor to determine that the user has crossed a detection threshold;
instructions that cause the processor to determine that the user is within an area serviced by a store; and
instructions that cause the processor to communicate information related to the store to a portable electronic device associated with the user.
9. The storage medium of claim 8 wherein the information related to the store comprises one or more of:
name of the store;
information about a product offered by the store;
information about a service offered by the store; or information about an event or workshop offered by the store.
10. The storage medium of claim 8 wherein the plurality of instructions further comprise:
instructions that cause the processor to receive a request from the portable electronic device, the request indicating that the user wants help from a store employee;
instructions that cause the processor to determine an employee who is best suited to help the user; and
instructions that cause the processor to send a message to an employee device of the employee indicating that the user requires assistance.
11. The storage medium of claim 10 wherein the plurality of instructions further comprise:
instructions that cause the processor to receive an acknowledgement from the employee via the employee device; and
instructions that cause the processor to send another message to the portable electronic device informing the user that the employee will assist the user.
29
12. A portable electronic device comprising:
a processor;
a storage device coupled to the processor;
one or more location sensor coupled to the processor; and
a network interface coupled to the processor, wherein the processor is configured to:
receive location information from the one or more location sensor; determine a location of the portable electronic device using the location information;
determine an accuracy value associated with the determined location based on a type of location information received from the one or more location sensor;
define a circular area around the portable electronic device having a radius equal to the accuracy value, the portable electronic device being at the center of the circular area;
resize the radius of the circular area upon receiving additional location information with an additional accuracy value;
determine whether any portion of the circular area overlaps with a service area associated with a retail store;
if it is determined that a portion of the circular area overlaps with at least a portion of the service area, receive information from a host server computer associated with the store, wherein the information includes one or more of:
information about a product offered by the store, information about a service offered by the store, and information about an event or workshop offered by the store.
13. The portable electronic device of claim 12 wherein the processor is further configured to display the information on a display associated with the portable electronic device.
30
14. The portable electronic device of claim 12 wherein the processor is further configured to:
send a request to the host server computer, the request indicating that a user of the portable electronic device needs assistance with a product;
send information about time and date when the user needs the assistance; and receive conformation from the host server computer that an appointment for assistance is scheduled for the time and the date.
15. The portable electronic device of claim 14 wherein the processor is further configured to receive an alert message regarding the appointment prior to the time of the appointment.
16. The portable electronic device of claim 12 further comprising a customer service application stored in the storage device and configured to work in conjunction with the processor.
17. A method comprising:
receiving, by a computer server, location information from a portable electronic device, the location information having a type;
deterniining, by the portable electronic device, a current location of the portable electronic device based on the location information;
defining, by the portable electronic device, a circular area associated with the portable electronic device wherein the portable electronic device is placed at the center of the circular area;
defining, by the portable electronic device, a location accuracy value based on the location information, wherein a radius of the circular area corresponds to the location accuracy value;
varying the radius upon receiving new location information having an additional type;
detecting, by the portable electronic device, whether the portable electronic device is within a service area of a retail store, wherein the service area is circular in shape and the retail store is disposed at the center of the service area and wherein the extent of the service area is predetermined; and
31 communicating, by the portable electronic device with a host computer associated with the retail store, when at least a portion of the circular area overlaps a portion of the service area.
18. The method of claim 17 wherein communicating with the host computer further comprises:
automatically launching, without user intervention, a customer service application resident on the portable electronic device; and
receiving information from the host computer about one or more of: products sold in the retail store, services offered by the retail store, or events occurring hi the retail store.
19. The method of claim 17 further comprising:
receiving information from the host computer; and
displaying the information via a customer service application resident on the portable electronic device.
20. The method of claim 17 further comprising prior to detecting whether the portable electronic device is within a service area of a retail store, launching a customer service application based on input from a user of the portable electronic device.
32

Statement under Article 19(1)

Pursuant to Article 19(1), Applicant offers the following remarks with regard to the submitted amendments to the claims. The claim amendments do not go beyond the disclosure as filed and do not require changes to the specification or the drawings.

PCT/US2012/038885 2011-05-20 2012-05-21 Customer service application for a portable electronic device WO2012162261A1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US201161488698P 2011-05-20 2011-05-20
US61/488,698 2011-05-20

Publications (2)

Publication Number Publication Date
WO2012162261A1 WO2012162261A1 (en) 2012-11-29
WO2012162261A4 true WO2012162261A4 (en) 2013-01-24

Family

ID=46201822

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2012/038885 WO2012162261A1 (en) 2011-05-20 2012-05-21 Customer service application for a portable electronic device

Country Status (9)

Country Link
US (1) US9294620B2 (en)
JP (2) JP5666505B2 (en)
CN (1) CN102999855B (en)
AU (1) AU2012202960B2 (en)
DE (2) DE202012013375U1 (en)
FR (1) FR2976394B1 (en)
GB (1) GB2491041B (en)
TW (1) TWI609327B (en)
WO (1) WO2012162261A1 (en)

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Also Published As

Publication number Publication date
CN102999855B (en) 2015-12-02
GB2491041B (en) 2015-12-09
GB201208855D0 (en) 2012-07-04
AU2012202960A1 (en) 2012-12-06
JP2012243326A (en) 2012-12-10
WO2012162261A1 (en) 2012-11-29
FR2976394B1 (en) 2018-04-27
TWI609327B (en) 2017-12-21
US9294620B2 (en) 2016-03-22
US20120296686A1 (en) 2012-11-22
DE202012013375U1 (en) 2016-08-12
DE102012208329A1 (en) 2012-11-22
CN102999855A (en) 2013-03-27
JP5666505B2 (en) 2015-02-12
AU2012202960B2 (en) 2014-08-28
JP2014232545A (en) 2014-12-11
FR2976394A1 (en) 2012-12-14
GB2491041A (en) 2012-11-21
TW201250589A (en) 2012-12-16

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