Browse Prior Art Database

Guest Recognition.

IP.com Disclosure Number: IPCOM000231490D
Original Publication Date: 2013-Oct-02
Included in the Prior Art Database: 2013-Oct-02
Document File: 2 page(s) / 12K

Publishing Venue

Lenovo

Related People

Alfredo Zugasti: INVENTOR [+5]

Abstract

Disclosed is a system for personalizing a customer experience in companies providing face-to-face services using Near Field Communication (NFC) technology for recognizing individual customers and providing a customer aware service experience.

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Guest Recognition

  Disclosed is a system for personalizing a customer experience in companies providing face-to-face services using Near Field Communication (NFC) technology for recognizing individual customers and providing a customer aware service experience.

  Today face-to-face customer service is not as efficient as it could be and without any personalization from neither the customer nor the service provider perspective.

  The problem is that currently there is not a feasibly solution for providing both an individualized experience unique per customer and at the same time keeping a human interaction. This is not a problem isolated to a specific market but applicable to almost any company providing face-to-face services. For instance: restaurants, care centers, and movie theaters, just to mention a few.

  Take a restaurant experience as an example. Today a customer can make reservations by calling a restaurant or using a web interface, if the restaurant has the infrastructure. When a customer does not have a reservation the hosts at the restaurant take note of the customer's name and writes it down in a waiting list, most of the times in a piece of paper. In either case the customer is giving a device that beeps when its table is ready.

  This process is very inefficient and impersonal, first for the time the customer has to wait, second for the death times when the customer is not consuming resulting in profit lost for the restaurant, and finally because customers do not receive a personalized experience.

  The Guest Recognition system uses NFC technology built in smart phones and similar devices for detecting and recognizing customers. As a customer enters the service provider building, e.g., a restaurant, the customer's enabled NFC device starts communicating with the service provider NFC device alerting the service provider of the arrival of the customer. The Guest Recognition system enables a s...