US 2020/0051141 A1 · PROXIMITY BASED MECHANISMS FOR CUSTOMER-SERVICE INTERACTION FEEDBACK

Abstract

Various embodiments are directed to systems and methods for providing employee data corresponding to individual employees to a customer computing entity operated by a customer. The employee data is provided so as to provide additional detail regarding an employee involved in a customer service interaction with the customer. The employee data is broadcast from an employee beacon carried by a respective employee. The employee data is received by a customer computing entity within the broadcast range of the employee beacon and, upon detection of a trigger event, the employee data is presented to the user via a graphical user interface of the customer computing entity, which requests that the customer provide feedback data regarding the employee, which may be transmitted to a management computing entity for storage and analysis.

Claims17

Dependent claims

A system for providing employee data regarding customer-service interactions to a customer computing entity, the system comprising:

one or more employee beacons configured to be carried by an employee, each of the one or more employee beacons comprising:
a memory storage area storing employee data corresponding to a respective employee, and
a wireless transmitter configured to broadcast the employee data stored within the memory storage area for receipt by a customer computing entity;
and
a management computing entity comprising:
one or more memory storage areas collectively storing a plurality of employee profiles;
and
one or more processors collectively configured to:
receive, from a customer computing entity, feedback data and employee data;
and
update an employee profile of the plurality of employee profiles corresponding to the employee data to reflect the feedback data.

8 more elements

A computer-program product for providing employee data regarding customer-service interactions to a customer computing entity, the computer program product comprising at least one non-transitory computer-readable storage medium having computer-readable program code portions stored therein, the computer-readable program code portions comprising an executable portion configured to:

wirelessly broadcast, from an employee beacon, employee data stored within a memory storage area of the employee beacon for receipt by a customer computing entity;
and
receive, via one or more processors of a management computing entity and from a customer computing entity, feedback data and employee data, wherein the feedback data corresponds to employee data received at the customer computing entity from an employee beacon wirelessly broadcasting the employee data;
and
update, via the one or more processors of the management computing entity, an employee profile of a plurality of employee profiles stored within an employee database corresponding to the employee data to reflect the feedback data.

2 more elements

Dependencies are inferred from the claim text.

Proximity based mechanisms for customer-service interaction feedback

Life of this patent

Proximity based mechanisms for customer-service interaction feedback

Life of this patent

Abstract

Claims17