US 2019/0318491 A1 · SYSTEM AND METHOD FOR GATHERING DATA RELATED TO QUALITY SERVICE IN A CUSTOMER SERVICE ENVIRONMENT

Abstract

Systems and methods relating to gathering data which may be used to produce metrics to analyze customer quality of service. Color-plus-depth sensors are placed facing a service area where customers are located. Images and depth maps of the service area are gathered by the sensors. These data sets are then processed by an on-site processor to isolate each customer and/or each item of interest in each data set. Each detected customer is identified using customer descriptors and the location of each item of interest and of each detected customer is determined relative to a reference point. The extracted data from each data set is uploaded to an off-site server for further processing. The off-site server analyzes the uploaded data to determine customer behavior, customer demographics, customer biometrics, and emotional state. The server can also analyze the uploaded data to determine quality of service (including service time).

Claims17

Dependent claims

A system for gathering data relating to a service area, the system comprising:

at least one color-plus-depth sensor for placement behind said service area and facing customers;
a processor for:
receiving time indexed images from said at least one color-plus-depth sensor
processing said images;
extracting sets of customer descriptors from each of said time indexed images, each set of customer descriptors being for uniquely identifying one of said customers;
extracting sets of item descriptors from each of said time indexed images, each set of item descriptors being for identifying items in said service area;
and
uploading said sets of customer descriptors and said sets of item descriptors to a server for further processing;
wherein
said sets of customer descriptors preserve customer anonymity.

7 more elements

A method for gathering data relating to a service area, the method comprising:

a) placing at least one color-plus-depth sensor at a location behind said service area and facing customers in said service area;
b) producing at least one color image and at least one depth map of said service area using said at least one color-plus-depth sensor;
c) using a processor to process said at least one color image to extract a first set of customer descriptors for at least one customer in said service area, said first set of customer descriptors being for describing said at least one customer based on at least one color descriptor for said at least one customer;
d) using a processor to process said at least one depth map to extract a second set of customer descriptors for said at least one customer in said service area, said second set of customer descriptor being for describing said at least one customer based on at least one 3D descriptor for said at least one customer;
e) uploading said first and second sets of customer descriptors to a server for further processing.

2 more elements

Dependencies are inferred from the claim text.

System and method for gathering data related to quality service in a customer service environment

Life of this patent

System and method for gathering data related to quality service in a customer service environment

Life of this patent

Abstract

Claims17