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Method and system for determining a customer's desire for assistance and dispatching an associate to provide assistance

IP.com Disclosure Number: IPCOM000236118D
Publication Date: 2014-Apr-07
Document File: 2 page(s) / 44K

Publishing Venue

The IP.com Prior Art Database

Abstract

Method and system for determining a customer's desire for assistance and dispatching an associate to provide assistance

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Method and system for determining a customer '

'''s desire for assistance and

                               s desire for assistance and dispatching an associate to provide assistance

Disclosed is a system that determines whether a customer who walks into a store desires assistance from a sales associate, and if so, locates a sales associate to assist that customer. The sales associate is chosen based on the likelihood of that individual establishing a good rapport with the customer, which is based upon matching a psychographic model between the customer and the pool of available sales associates .

Description


Retailers (i.e. brick-and-mortar) do not have a real time system or technology that provides information indicating that a customer requires assistance upon entering a store. The sales associate must walk up to the customer and inquire , unless the customer asks the associate first. Some specific retailers (e.g., apparel) have a personal shopping by appointment option, which allows an associate to understand that the customer requires assistance upon entering the store .

A method is needed to help retailers determine which sales associate is best suited to help a particular customer.

The novel contribution is a system that automatically dispatches the appropriate (i.e. a good "match") sales associate to a customer who enters the store. This system is also applicable to a call center or online space as well, where associates interact with customers using tools such as text, voice, or video chat.

The matching of a sales associate to a customer is based upon psychographic profile similarity. A psychographic profile considers for and individual:

• Demographic information (e.g., age, gender, location, etc.)

• Psychographics (e.g. attitudes, beliefs, interests, lifestyle, etc.)

• Personality (e.g. prominent traits and facets)

• Interaction preferences for store associates

• History of store visits, purchases, and assistance-seeking behaviors

For example, a psychographic profile for Customer A might include the following information: lives in New York City, is extraverted and open-minded, plays tennis, and likes to have assistance from a sales associate. This profile might be matched with Sales Associate B, who also lives in NYC, is open-minded, and plays tennis. Thus,

when Customer A enters the store, Sales Associate B is identified as best suited to assist Customer A.

The novel solution comprises system and method consisting of psychographic profiles of customers that consist of information about demographics , psychographics, personality, interaction preferences, and historical information of interactions with the store (e.g., visits, purchases, instances of assistance, etc.). This is coupled with psychographic profiles of sales associates. The system then initiates a method for computing the similarity of psychographic profiles, followed by a method...