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Customer service item help tracking with smart phone Disclosure Number: IPCOM000237129D
Publication Date: 2014-Jun-04
Document File: 1 page(s) / 24K

Publishing Venue

The Prior Art Database


Disclosed are a method and system to track an individual throughout a shopping experience in a retail store in order to determine whether the customer had difficulty locating a product. The system can use cellular phone information, Radio Frequency Identification (RFID), and cameras to gather information about where and for how long a shopper searched for an item before finding it.

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Customer service item help tracking with smart phone

Retail stores (e.g., grocery) are increasingly using tracking information to improve the customer experience. One area of interest is making sure that customers are easily able to find needed items. Often, items are not where a shopper might expect; possibly due to the shopper being unfamiliar with the store, purchasing an unusual item, or store rearrangement.

This solution teaches that a customer's location can be tracked using a cellular phone, cameras, Radio Frequency Identification (RFID), etc. The location information can then be used to identify where and for how long people searched for an item before finding it. A further benefit can be that the store can optimize a layout based on where the majority of people thought an item should be located.

This idea has two implementation routes: manual and automatic.

Common for both ideas is the necessity of tracking an individual throughout the shopping experience. Well-known methods to do this include using cellular phone information, using cameras in the store, using RFID tag on a shopping cart, etc.

For the manual method, the trigger mechanism is the individual asking for assistance to locate an item. The store employee helping the individual manually activates the tracking feature. Knowing the location of the employee, the system can easily identify the location of the customer whom the employee is assisting. The employee then leads the individual to the req...