US 11,893,609 B2Granted

Service experience score system

AssigneeeBay Inc.

InventorKamal Zamer

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Abstract

Systems and methods for providing a service experience score at a merchant physical location include a system provider device that determines, through communication at least one of a plurality of beacon devices located at the merchant physical location and a user device, a start of a user service experience. The system provider device also determines, through the at least one of the plurality of beacon devices and the user device, an end of the user service experience. A service experience score that is based at least partly on the start of the user service experience and the end of the user service experience is generated. The service experience score is stored in a database in association with a merchant that is associated with the merchant physical location. Subsets of the service experience score may be associated with different locations of the merchant physical location.

Claims20

Dependent claims

A method, comprising:

receiving a first sensor signal from a first beacon device using a wireless communication protocol, wherein the first sensor signal is based on a communication between the first beacon device and a user device using the wireless communication protocol, and wherein the first beacon device is associated with a first wireless coverage area;
determining, by at least one processor, a start of a user service experience based at least in part on receiving the first sensor signal, wherein the first sensor signal from the first beacon device defines a first communication area that corresponds to the first wireless coverage area;
receiving a second sensor signal from a second beacon device using the wireless communication protocol, wherein the second sensor signal is based on a communication between the second beacon device and the user device using the wireless communication protocol, and wherein the second beacon device is associated with a second wireless coverage area;
determining, based at least in part on the second sensor signal, that a first service event has occurred after the start of the user service experience;
determining an end of the user service experience based upon a break in communication between the user device and the first beacon device, wherein the break in communication indicates that the user device has left the first wireless coverage area;
and
generating, in-real time, a first service experience score that is based at least in part on:
the start of the user service experience determined based on the first sensor signal from the first beacon device;
and
the end of the user service experience determined based on the break in communication.

7 more elements

A system, comprising:

one or more processors;
and
a memory storing instructions which, when executed by the one or more processors, cause the system to perform operations comprising:
receiving a first sensor signal from a first beacon device using a wireless communication protocol, wherein the first sensor signal is based on a communication between the first beacon device and a user device using the wireless communication protocol, and wherein the first beacon device is associated with a first wireless coverage area;
determining a start of a user service experience based at least in part on receiving the first sensor signal, wherein the first sensor signal from the first beacon device defines a first communication area that corresponds to the first wireless coverage area;
receiving a second sensor signal from a second beacon device using the wireless communication protocol, wherein the second sensor signal is based on a communication between the second beacon device and the user device using the wireless communication protocol, and wherein the second beacon device is associated with a second wireless coverage area;
determining, based at least in part on the second sensor signal, that a first service event has occurred after the start of the user service experience;
determining an end of the user service experience based upon a break in communication between the user device and the first beacon device, wherein the break in communication indicates that the user device has left the first wireless coverage area;
and
generating, in-real time, a first service experience score that is based at least in part on:
the start of the user service experience determined based on the first sensor signal from the first beacon device;
and
the end of the user service experience determined based on the break in communication.

10 more elements

A non-transitory computer-readable medium storing executable instructions which, when executed by one or more processors of a server, cause the server to perform operations comprising:

receiving a first sensor signal from a first beacon device using a wireless communication protocol, wherein the first sensor signal is based on a communication between the first beacon device and a user device using the wireless communication protocol, and wherein the first beacon device is associated with a first wireless coverage area;
determining a start of a user service experience based at least in part on receiving the first sensor signal, wherein the first sensor signal from the first beacon device defines a first communication area that corresponds to the first wireless coverage area;
receiving a second sensor signal from a second beacon device using the wireless communication protocol, wherein the second sensor signal is based on a communication between the second beacon device and the user device using the wireless communication protocol, and wherein the second beacon device is associated with a second wireless coverage area;
determining, based at least in part on the second sensor signal, that a first service event has occurred after the start of the user service experience;
determining an end of the user service experience based upon a break in communication between the user device and the first beacon device, wherein the break in communication indicates that the user device has left the first wireless coverage area;
and
generating, in-real time, a first service experience score that is based at least in part on:
the start of the user service experience determined based on the first sensor signal from the first beacon device;
and
the end of the user service experience determined based on the break in communication.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 17/592,626Filed 4 Feb 2022 · continuation
Priority: 12 Mar 2014
Published: US 2022/0156807 A119 May 2022
Granted: 6 Feb 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification5 codes

G06Q 30/0282
Marketing; Price estimation or determination; Fundraising: rating or review of business operators or products
H04W 4/02
Services specially adapted for wireless communication networks; Facilities therefor: services making use of location information
H04W 4/029
Services making use of location information: location-based management or tracking services
G06Q
Information and communication technology [ict] specially adapted for administrative, commercial, financial, managerial

Family

Application14/206,808Parent of this continuation · filed 12 Mar 2014
US 2022/0156807 A1Pre-grant publication · published 19 May 2022
US 11,257,129 B2Parent of this continuation
US 2015/0262265 A1Published application
US 11,893,609 B2This patent

From the US filing history. Foreign family members aren’t listed.