# US 10,318,940 B2 · System and method for providing personalized customer assistance using a financial card having an RFID device > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,318,940 B2 - Document ID: US10318940B2 - Status: Granted - Kind: B2 - Application number: 10/824,178 - Filed: 2004-04-14 - Published: 2005-10-20 - Granted: 2019-06-11 - Earliest claimed: 2004-04-14 - Assignees: Capital One Services, LLC - Applicants: Chitra Jain; Roy E. Lowrance; Gregor S. Bailar; Daniel R. Swanson, Sr. - Inventors: Chitra Jain; Roy E. Lowrance; Gregor S. Bailar; Daniel R. Swanson, Sr. - Web page: https://patentgrep.com/patent/US10318940B2 ## CPC - G06Q 20/12: specially adapted for electronic shopping systems - G06Q 30/02: Marketing; Price estimation or determination; Fundraising - G06Q 30/0215: {Including financial accounts} - G06Q 30/0224: {based on user history} - G06Q 30/0226: Incentive systems for frequent usage, e.g. frequent flyer miles programs or point systems - 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 ## Abstract According to one embodiment, a method of providing personalized customer service is provided. The method includes receiving purchase information from purchases made from a merchant using a financial card affiliated with the merchant. The financial card has an associated financial account and an RFID device coupled thereto. The RFID device stores identification data identifying the customer and/or the financial account. The purchase information includes an identification of items purchased during the purchases. The method further includes causing the received purchase information to be stored in storage separate from the card as purchase history information associated with the financial account. The method includes reading the identification data from the RFID device using an RFID reading device, identifying the financial account based on the identification data, and retrieving from storage the stored purchase history information associated with the identified financial account. The method further includes providing personalized service to the customer tailored to the purchase history information associated with the identified financial account. ## Claims ### Claim 1 A method of providing personalized customer service, comprising: electronically receiving purchase information from a financial card provider system at a merchant data management system from one or more purchases made from a particular merchant using a financial card affiliated with the particular merchant and provided to the customer by a financial card provider associated with the financial card provider system, the financial card provider being distinct from the merchant, the financial card having an associated financial account, the financial card having a radio frequency identification (RFID) device coupled thereto, the RFID device storing identification data identifying the financial account; wherein the purchase information includes an identification of items purchased during the one or more purchases; determining, at the merchant data management system, a number of loyalty points to be awarded to the financial account based on the purchase information; reading, at the merchant data management system, the identification data from the RFID device using an RFID reading device; determining, using the merchant data management system, one or more additional items to be purchased; generating, at the merchant data management system, personalized service data based on the purchase information, a purchase history, and the number of loyalty points associated with the identified financial account, wherein the personalized service data comprises an offer for a financial incentive tied to the financial account stored at the financial card provider system if the one or more additional items are selected, wherein the one or more additional items are based on purchase information, the purchase history and the number of loyalty points associated with the identified financial account and wherein the offer is an offer received from the financial card provider system and based on an identified merchant competitor; and providing the offer to the customer via an electronic visual interface associated with the merchant data management system. ### Claim 2 (depends on 1) The method of claim 1, wherein the financial card is a credit card and the financial account is a credit card account. ### Claim 3 (depends on 1) The method of claim 1, wherein the financial card is only used to make purchases from the particular merchant. ### Claim 4 (depends on 1) The method of claim 1, wherein the financial card is affiliated with the particular merchant and is also used to make purchases from one or more other merchants; and the method further comprising offering, the merchant data management system, the customer a financial incentive for making purchases from the particular merchant using the financial card as compared to making purchases from the one or more other merchants using the financial card. ### Claim 5 (depends on 1) The method of claim 1 further comprising offering the customer a discount on particular items based on the identified items purchased during the one or more purchases. ### Claim 6 (depends on 5) The method of claim 5, wherein offering the customer a discount on particular items based on the identified items purchased during the one or more purchases comprises offering the customer a discount on a particular item of which the customer has purchased a predetermined quantity. ### Claim 7 (depends on 1) The method of claim 1, wherein reading the identification data from the RFID device using an RFID reading device at the merchant data management system comprises automatically detecting and reading the identification data from the RFID device when the customer enters the merchants premises. ### Claim 8 (depends on 1) The method of claim 1, wherein the offer based on the competitor is based on a percentage of credit given to the customer from the competitor for purchases made. ### Claim 9 A system for providing personalized customer service, comprising: a purchase information processor of a merchant system that receives purchase information from a financial card provider system, wherein the purchase information is from one or more purchases made from a particular merchant using a financial card affiliated with the particular merchant and provided to the customer by a financial card provider associated with the financial card provider system, the financial card provider being distinct from the merchant, the financial card having an associated financial account, the financial card having a radio frequency identification (RFID) device coupled thereto, the RFID device storing identification data identifying the financial account; wherein the purchase information includes an identification of items purchased during the one or more purchases; a financial reward processor of a merchant system that determines a number of loyalty points to be awarded to the financial account based on the purchase information; an RFID reading device of a merchant system operable to read the identification data from the RFID device; and a purchase information management processor of a merchant system that: determines one or more additional items to be purchased; generates personalized service data based on the purchase information, a purchase history, and the number of loyalty points associated with the identified financial account, wherein the personalized service data comprises an offer for a financial incentive tied to the financial account if the one or more additional items are selected, wherein the one or more additional items are based on purchase information, a purchase history, and the number of loyalty points associated with the identified financial account and wherein the offer is an offer provided by the financial card provider system based on an identified merchant competitor; and provides the offer to the customer via an electronic visual interface of the merchant system. ### Claim 10 (depends on 9) The system of claim 9, wherein the financial card is a credit card and the financial account is a credit card account. ### Claim 11 (depends on 9) The system of claim 9, wherein the financial card is only used to make purchases from the particular merchant. ### Claim 12 (depends on 9) The system of claim 9, wherein the financial card is affiliated with the particular merchant and is also used to make purchases from one or more other merchants; and the system further comprising a financial incentive processor that offers the customer a financial incentive for making purchases from the particular merchant using the financial card as compared to making purchases from one or more other merchants using the financial card. ### Claim 13 (depends on 9) The system of claim 9 further comprising a customer service processor of the merchant system that provides personalized service to the customer by offering the customer a discount on particular items based on the identified items purchased during the one or more purchases. ### Claim 14 (depends on 13) The system of claim 13, wherein the customer service processor offers the customer a discount on a particular item of which the customer has purchased a predetermined quantity. ### Claim 15 (depends on 9) The system of claim 9, wherein the RFID reading device is operable to automatically detect and reading the identification data from the RFID device when the customer enters the merchants premises. ### Claim 16 A method of providing personalized customer service, comprising: electronically receiving, at an account database, purchase information from a financial card provider system, wherein the purchase information is from one or more purchases made from the particular merchant using the financial card affiliated with the particular merchant and provided to the customer by a financial card provider, the financial card provider being distinct from the merchant, the financial card having an associated financial account, the financial card having a radio frequency identification (RFID) device coupled thereto, the RFID device storing identification data identifying the financial account, wherein the purchase information including an identification of items purchased during the one or more purchases; electronically receiving, at the account database, a determined number of loyalty points to be awarded to the financial account based on the purchase information; and transmitting the stored purchase information and loyalty points to at least one processor associated with the merchant to allow the merchant to provide personalized service to the customer tailored to the purchase history information associated with the identified financial account in response to the RFID device being detected and identified as being associated with the financial account, wherein providing personalized experience comprises: determining, using the at least one processor associated with the merchant, one or more items to be purchased; generating, using the at least one processor associated with the merchant an offer for a financial reward tied to the financial account if the one or more additional items are selected, wherein the one or more additional items are based on the purchase information, a purchase history, and the number of loyalty points associated with the identified financial account and wherein the offer is an offer provided by the financial card provider and based on an identified merchant competitor; and providing the offer to the customer via an electronic visual interface associated with the at least one processor. ### Claim 17 (depends on 16) The method of claim 16, wherein the financial card is a credit card and the financial account is a credit card account. ### Claim 18 (depends on 16) The method of claim 16, wherein the financial card is only used to make purchases from the particular merchant. ### Claim 19 (depends on 16) The method of claim 16, wherein the financial card is affiliated with the particular merchant and is also used to make purchases from one or more other merchants; and the method further comprising offering, the electronic visual interface, the customer a financial incentive for making purchases from the particular merchant using the financial card as compared to making purchases from the one or more other merchants using the financial card. ### Claim 20 A system of providing personalized customer service, the system comprising a financial card issuer system, the financial card issuer system including: a financial card issuing system that provides a customer a financial card having a radio frequency identification (RFID) device coupled thereto, the financial card being affiliated with a particular merchant and having an associated financial account, the RFID device strong identification data identifying the financial account; a purchase history information database that receives electronic purchase information from a merchant system associated with the particular merchant, wherein the electronic purchase information comprises one or more purchases made at the merchant system using the financial card, the purchase information including an identification of items purchased during the one or more purchases; a financial rewards processor that determines a number of loyalty points to be awarded to the financial account based on the purchase information; and a communication interface that transmits the purchase information and loyalty points to at least one processor associated with the merchant system to allow the merchant to provide personalized service to the customer tailored to the purchase history information associated with the identified financial account, wherein providing personalize service to the customer comprises: determining, at the merchant system, one or more additional items to be purchased; upon receiving identification data from the RFID device, generating, using the at least one processor associated with the merchant, one or more additional items for the customer and providing an offer for a financial reward tied to the financial account if the one or more items are selected to the customer via an electronic visual interface associated with the merchant system, wherein the one or more recommended items are based on the purchase information, the purchase history information, and the number of loyalty points associated with the identified financial account and wherein the financial reward is a reward offered by the financial card provider and based on an identified merchant competitor. ### Claim 21 (depends on 20) The system of claim 20, wherein the financial card is a credit card and the financial account is a credit card account. ### Claim 22 (depends on 20) The system of claim 20, wherein the financial card is only used to make purchases from the particular merchant. ### Claim 23 (depends on 20) The system of claim 20, wherein the financial card is affiliated with the particular merchant and is also used to make purchases from one or more other merchants; and the financial card issuer system further comprises a financial incentives module that offers the customer a financial incentive for making purchase from the particular merchant using the financial card as compared to making purchases from the one or more other merchants using the financial card. ### Claim 24 A system, comprising: a merchant computer system, having a processor; and a non-transitory computer readable medium coupled to the merchant computer system, the computer readable medium comprising a program operable, when executed by the processor, to: electronically receive purchase information from a financial card provider system, wherein the purchase information is from one or more purchases made from a particular merchant using a financial card affiliated with the particular merchant and provided to the customer by a financial card provider, the financial card having an associated financial account, the financial card having a radio frequency identification (RFID) device coupled thereto, the RFID device sorting identification data identifying the financial account; wherein the purchase information includes an identification of items purchased during the one or more purchases; determine a number of loyalty points to be awarded to the financial account based on the purchase information; read the identification data from the RFID device using an RFID reading device after the customer has selected one or more items to be purchased; and provide personalized service to the customer tailored to the purchase history information associated with the identified financial account, wherein providing personalized service to the customer comprises: determining one or more additional items to be purchased; generating a financial reward tied to the financial account if the one or more additional items are selected, wherein the one or more additional items are based on the purchase information, the purchase history information, and the number of loyalty points associated with the identified financial account and wherein the financial reward is a reward offered by the financial card provider and based on an identified merchant competitor; and providing the financial reward to the customer via an electronic visual interface associated with the merchant computer system.