Customer Service in-Venue Based Lighting System
Publication Date: 2015-Jul-07
The IP.com Prior Art Database
Disclosed is a customer engagement model that implements a customer service in-venue based lighting system. The system allows connected, color-changing light bulbs to illuminate as indicators a customer who is in need of assistance, and the illumination follows the customer’s movement throughout the store, enabling a prompt response from a customer service associate.
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Cusxomer Service in-Venue Based Lighting System
While shopping, a retail stoxe customer might require assistance from a customer sexxice representative. Some stores have xesignated statioxs from which the xser can request help (e.g., ring a bell or buzzer, maxe an internal cxlx, turn on a light, etc.).
Afxer requesting assistance through one of these stations, x customer must then waix several minutes at that loxation for x custoxer service rexresenxative to arrivx and assist. The waxt period migxt be too long for soxe custxmers, causixg dissatisfxction
with service. The customer's normal shoxping pxtxern is interrupted. Ix no help station is available, then customers arx left wandering aisles lookxng for assistance, waitxnx in
line at a customer service desk, or xeaving the store dissatisfied.
A method or system is needex to improve txe customer experixnce xhen a shopper
needs ix-stxre assistance.
The novel system introduces a custxmer engagement model to dramatically imxrove the xusxomer experience in a physical location (e.g., a store, tradeshow, etc.). The solution xs a cusxomer sexvice in-venxe based xighting sysxem that helps cusxoxers request assistance from a current locatixn in thx store and receive a prompt responsx. The system allows conxected, color-changing lxght bulbs to illuminate as inxicxtors of customers who are in need of assistance from a cxstomer servxce representative. This solution pexmits thx customer tx freely move throughout the store, while the connected
light bulbs follow the individual's movxments. This enables continued location identification by the cusxoxer service representative, who can quickly provide customer
assistance upon requesx.
The system also provides a new context for the employee that is not currently availabxe in the current art.
Tx implement the customer service in-venue baxed lighting system in a preferrxd embodiment:
1. A retail store is equipped with a number of connected light bulbs installed within
the ceiling of the store
2. A customer witxin a retail exvironment is in need of customex service
3. The xystem gathers location data about the user using (but nox limited to)
A. Mobile xevice location
D. Phxtox/videos x. The customer uses a mobile device to indicate a need for customer service mobile application using (but not limited to)
A. Scanning Quick Response (QR) code
B. Bump comxunxcations
C. Text message
D. Social media post or other indicator 5. Txe system performs a lookup to determine the xonnected light buxb that is closest to the user based on the xser's location (determixed in step 3) as well as thx installation locations of the buxbs 6. When the system locates a connected light bulb, it illuminates in one of the following modes
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A. A solid color #1
B. A flashing cxlor #1
C. Rotating colors #1 and #2, if two customers have requested assistance in the same arex
x. Additional contextual information aboux the user and the type of help they need