EP3437044A1

EP3437044A1 - Social media feedback system for cold chain products

Info

Publication number: EP3437044A1
Application number: EP17715867.2A
Authority: EP
Inventors: John Cronin; Christopher Michael Huffines
Original assignee: Carrier Corp
Current assignee: Carrier Corp
Priority date: 2016-03-28
Filing date: 2017-03-23
Publication date: 2019-02-06
Also published as: WO2017172483A1; CN109074544A

Abstract

A method and system for receiving social media feedback associated with a product includes a social media database containing at least one social media entry, a keyword database containing at least one keyword entry, a user device to provide at least one product identification entry, a feedback engine to analyze the at least one social media entry and the at least one keyword entry, to identify at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry, and providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry.

Description

SOCIAL MEDIA FEEDBACK SYSTEM FOR COLD CHAIN PRODUCTS

DESCRIPTION OF RELATED ART

[0001] The subject matter disclosed herein relates to providing product feedback, and to a system and method for providing product feedback from social media sources for products delivered by cold chain systems.

[0002] Typically, cold chain distribution systems are used to transport and distribute temperature sensitive and perishable goods. For example, products such as food and pharmaceuticals may be susceptible to temperature, humidity, contaminants, and other environmental factors. Advantageously, cold chain systems allow perishable and environmentally sensitive goods to be effectively transported and distributed without damage or other undesirable effects.

[0003] However, producers, distributors and other users of cold chain distribution systems may wish to receive feedback regarding the quality of the products delivered to consumers. Various parameters within the cold chain system may affect the customer satisfaction with respect to the products delivered. A system and method that can provide product feedback from social media sources for products delivered by cold chain systems is desired.

BRIEF SUMMARY

[0004] According to an embodiment, a system for receiving social media feedback associated with a product includes a social media database containing at least one social media entry, a keyword database containing at least one keyword entry, a user device to provide at least one product identification entry, a feedback engine to analyze the at least one social media entry and the at least one keyword entry, to identify at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry, and providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry.

[0005] In addition to one or more of the features described above, or as an alternative, further embodiments could include that the user device provides the at least one social media entry to the social media database.

[0006] In addition to one or more of the features described above, or as an alternative, further embodiments could include that the user device provides the at least one product information entry corresponding to the at least one relevant social media entry in response to the at least one social media entry corresponding to the at least one keyword entry.

[0007] In addition to one or more of the features described above, or as an alternative, further embodiments could include a cold chain historical database containing at least one historical entry, wherein the feedback engine identifies at least one relevant historical entry of the at least one historical entry corresponding to the at least one product identification entry.

[0008] In addition to one or more of the features described above, or as an alternative, further embodiments could include that the product feedback record further contains the at least one relevant historical entry.

[0009] In addition to one or more of the features described above, or as an alternative, further embodiments could include that the user device displays the at least one relevant historical entry.

[0010] In addition to one or more of the features described above, or as an alternative, further embodiments could include that the user device provides a user feedback entry to the product feedback record in response to the relevant historical entry.

[0011] According to an embodiment, a method for receiving social media feedback associated with a product includes providing at least one social media entry via a social media database, providing at least one keyword entry via a keyword database, analyzing the at least one social media entry and the at least one keyword entry via a feedback engine, identifying at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry via the feedback engine, providing at least one product identification entry associated with the product via a user device, and providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry via the feedback engine.

[0012] In addition to one or more of the features described above, or as an alternative, further embodiments could include providing the at least one social media entry to the social media database via the user device.

[0013] In addition to one or more of the features described above, or as an alternative, further embodiments could include providing the at least one product information entry corresponding to the at least one relevant social media entry in response to the at least one social media entry corresponding to the at least one keyword entry via the user device.

[0014] In addition to one or more of the features described above, or as an alternative, further embodiments could include providing at least one historical entry via a cold chain historical database, and identifying at least one relevant historical entry of the at least one historical entry corresponding to the at least one product identification entry via the feedback engine.

[0015] In addition to one or more of the features described above, or as an alternative, further embodiments could include that the product feedback record further contains the at least one relevant historical entry.

[0016] In addition to one or more of the features described above, or as an alternative, further embodiments could include displaying the at least one relevant historical entry via the user device.

[0017] In addition to one or more of the features described above, or as an alternative, further embodiments could include providing a user feedback entry to the product feedback record in response to the relevant historical entry via the user device.

[0018] According to an embodiment, a computer program product tangibly embodied on a computer readable medium, the computer program product including instructions that, when executed by a processor, cause the processor to perform operations includes providing at least one social media entry via a social media database, providing at least one keyword entry via a keyword database, analyzing the at least one social media entry and the at least one keyword entry via a feedback engine, identifying at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry via the feedback engine, providing at least one product identification entry associated with the product via a user device, and providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry via the feedback engine.

[0019] Technical function of the embodiments described above includes providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry.

[0020] Other aspects, features, and techniques of the embodiments will become more apparent from the following description taken in conjunction with the drawings.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

[0021] The subject matter is particularly pointed out and distinctly claimed in the claims at the conclusion of the specification. The foregoing and other features, and advantages of the embodiments are apparent from the following detailed description taken in conjunction with the accompanying drawings in which like elements are numbered alike in the several FIGURES:

[0022] FIG. 1 illustrates a schematic view of a product feedback system; and

[0023] FIG. 2 is a flow diagram of a method of receiving feedback associated with a product.

DETAILED DESCRIPTION

[0024] Referring to FIG. 1, a product feedback system 100 for receiving feedback regarding product 139 is shown. In the illustrated embodiment, the product feedback system 100 includes a user device 110, social media platforms 120, cold chain systems 130, and a feedback engine 140. The product feedback system 100 can receive and identify relevant feedback from social media entries, associate the feedback with products 139 and product historical data. Further the product feedback system 100 can engage consumers to request feedback, provide information regarding the products 139 such as recalls and advisories, and analyze usage patterns. Advantageously, the product feedback system 100 can allow for direct communication with consumers.

[0025] In the illustrated embodiment, the cold chain system 130 can be utilized to store and transport products 139. In the illustrated embodiment, the cold chain system 130 includes a cold chain history database 132, a cold chain interface 134, a container 136, sensors 138, and the product 139. Advantageously, information from the cold chain system 130 can be utilized to provide additional information regarding the product 139 as it is transported within the cold chain system 130 as well as when the consumer has received the product 139.

[0026] In the illustrated embodiment, the product 139 can be any suitable product. In the illustrated embodiment, the product 139 can include perishable goods including but are not limited to fruits, vegetables, grains, beans, nuts, eggs, dairy, seed, flowers, meat, poultry, fish, ice, pharmaceuticals, or any other suitable cargo requiring cold chain transport. It is also understood that embodiments described herein may be applied to shipping goods that are not perishable.

[0027] In the illustrated embodiment, customers may transport products 139 in climate controlled container 136. Climate controlled containers 136 can provide a temperature, humidity, light, and otherwise controlled environment to maintain desirable conditions for products 139. [0028] In the illustrated embodiment, the climate controlled container 136 can include at least one sensor 138. Sensors 138 can monitor parameters including, but not limited to temperature, pressure, humidity, carbon dioxide, ethylene, ozone, light exposure, vibration exposure, and other conditions. Advantageously, sensors 138 may be selected for certain applications depending on the type of products 139 to be monitored and the corresponding environmental sensitivities. In other embodiments, provided sensors 138 can be located or associated with the products 139, or be environmental sensors 138 to provide environmental parameters. While sensors 138 may monitor parameters that may affect the quality and safety of products 139, certain conditions that may affect products 139 may be undetectable by sensors 138. Advantageously, consumer feedback from the product feedback system 100 can augment sensors 138 to determine and establish relationships between observable parameters and product 139 quality.

[0029] In the illustrated embodiment, the cold chain history database 132 includes the historical parameters regarding products 139 that have been distributed to customers via the cold chain system 130. Parameters may include attributes of the products 139 such as, temperature, weight, size, sugar content, maturity, grade, ripeness, labeling, and packaging. Parameters may further include, for example, temperature, pressure, humidity, carbon dioxide, ethylene, ozone, vibrations, light exposure, weather, time and location of storage experienced by products 139 within the cold chain system 130. The parameters may further be augmented with time, location stamps or other relevant information. Further, the cold chain history database 132 can further include information about the current and projected quality of products 139, such as determining the relative time of harvest, freshness, storage time, etc.

[0030] In the illustrated embodiment, the cold chain interface 134 can provide a simplified communication interface between the feedback engine 140 and the cold chain history database 132. The cold chain system 130 may also include a processor (not shown) and an associated memory (not shown). The processor may be but is not limited to a single- processor or multi-processor system of any of a wide array of possible architectures, including field programmable gate array (FPGA), central processing unit (CPU), application specific integrated circuits (ASIC), digital signal processor (DSP) or graphics processing unit (GPU) hardware arranged homogenously or heterogeneously. The memory may be but is not limited to a random access memory (RAM), read only memory (ROM), or other electronic, optical, magnetic or any other computer readable medium. Advantageously, the use of the cold chain interface 134 can standardize or otherwise provide simplified access to the entries and functionality provided by the cold chain history database 132.

[0031] In the illustrated embodiment, a customer may be associated with a user device 110. The user device 110 can be any suitable device, including, but not limited to, a cellular phone, a tablet computer, a personal computer, a dedicated device, etc. In the illustrated embodiment, the user device 110 can provide access to a social media client 112 and a product identifier 114. The user device 110 may also include a processor (not shown) and an associated memory (not shown). The processor may be but is not limited to a single- processor or multi-processor system of any of a wide array of possible architectures, including field programmable gate array (FPGA), central processing unit (CPU), application specific integrated circuits (ASIC), digital signal processor (DSP) or graphics processing unit (GPU) hardware arranged homogenously or heterogeneously. The memory may be but is not limited to a random access memory (RAM), read only memory (ROM), or other electronic, optical, magnetic or any other computer readable medium. Advantageously, the user device 110 can be associated with a customer and allow a customer to easily provide feedback regarding products 139.

[0032] In the illustrated embodiment, the user device 110 can provide access or otherwise include a social media client 112. The social media client 112 may be provide access to any suitable social media platform 120, include text, location, and photograph based social media platforms 120. Social media clients 112 can allow customers to provide or otherwise submit social media entries. In the illustrated embodiment, certain social media entries may be relevant social media entries that describe or otherwise correspond to products 139. Social media entries provided may be audio, video, text, etc.

[0033] In the illustrated embodiment, the user device 110 includes a product identifier 114. In certain embodiments, the product identifier 114 is an application that can be executed on the user device 110. The product identifier 114 can utilize hardware of the user device 110 to identify relevant products associated with relevant social media entries provided by the customer. In certain embodiments, customers can be prompted to identify a product after providing a social media entry that is considered to be relevant to a product. The product identifier 114 can include a QR code reader, an RFID tag reader, a barcode reader, a store or retail unique identifier, location services, self reporting, etc.

[0034] In the illustrated embodiment, the customer can utilize social media platforms 120. In the illustrated embodiment, social media platforms 120 can include a social media database 122 and a social media interface 124. Social media platforms 120 can include multiple platforms, including, but not limited to text, location, photograph, etc. based services.

[0035] In the illustrated embodiment, the social media database 122 can store and manage social media entries provided by a customer. In certain embodiments, entries to the social media database 122 are provided by the user device 110 of the customer, while in other embodiments, other suitable devices can be used. The social media database 122 can include entries that are relevant to products transported using cold chain systems 130.

[0036] In the illustrated embodiment, the social media interface 124 can provide a simplified communication interface between the feedback engine 140 and the social media database 122. Advantageously, the use of the social media interface 134 can standardize or otherwise provide simplified access to the entries and functionality provided by the social media database 122.

[0037] In the illustrated embodiment, the product feedback system 100 includes a feedback engine 140 to analyze and analyze social media entries to provide comprehensive product feedback records. In the illustrated embodiment, the feedback engine 140 is associated with a keyword database 142 and a feedback database 144. In the illustrated embodiment, the feedback engine 140 can further provide relative scoring from relevant social media entries. Advantageously, the feedback engine 140 allows for direct feedback from consumers. The feedback engine 140 may also include a processor (not shown) and an associated memory (not shown). The processor may be but is not limited to a single- processor or multi-processor system of any of a wide array of possible architectures, including field programmable gate array (FPGA), central processing unit (CPU), application specific integrated circuits (ASIC), digital signal processor (DSP) or graphics processing unit (GPU) hardware arranged homogenously or heterogeneously. The memory may be but is not limited to a random access memory (RAM), read only memory (ROM), or other electronic, optical, magnetic or any other computer readable medium.

[0038] In the illustrated embodiment, the keyword database 142 can include a list of keywords that may indicate a relevant social media entry. Keywords can be selected to indicate relevance to a product of interest, such as a brand name, selected adjectives, etc. The keyword database 142 may further include other media as well, such as photographs, video, etc. In certain embodiments, the keyword database 142 can further include relevant context to determine or estimate the relevance of certain social media entries. In certain embodiments, the terms within the keyword database 142 can be added to, or otherwise adapted during operation. [0039] In the illustrated embodiment, the feedback engine 140 can compare social media entries from the social media database 122 with keyword and contextual entries stored within the keyword database 142. The feedback engine 140 can search and identify any matches or similarities to identify potentially relevant social media feedback entries. In certain embodiments, the feedback engine 140 can utilize statistical methods to assign a confidence level to selected relevant social media feedback entries.

[0040] In the illustrated embodiment, if relevant social media feedback is identified, the feedback engine 140 will then associate the relevant social media feedback entries with products. The relevant social media feedback can be further analyzed to determine if the subject or target product can be identified from the feedback entry. In certain embodiments, the feedback engine 140 can prompt a user device 110 to identify a product using the product identifier 114. A user can utilize visual identification, location identification, or user reporting. In the illustrated embodiment, the feedback engine 140 can identify at least one relevant product.

[0041] In the illustrated embodiment, product feedback records can be stored in a feedback database 144. Product feedback records can include an identified product entry, any relevant social media feedback entries, product history entries, and any valuations or additional analytical entries provided by the feedback engine 140. Advantageously, the feedback database 144 can store information for real-time analysis of the customer feedback, or store the information for analysis over any desired period of time.

[0042] In the illustrated embodiment, the feedback engine 140 can create a centralized product feedback record for each identified product. In the illustrated embodiment, the feedback engine 140 can further determine if the identified products are associated with any cold chain systems 130. The feedback engine 140 can query the cold chain history database 132 to receive any product history entries. Advantageously, product history entries can provide empirical evidence that may correspond to feedback received from customers. In certain embodiments, the feedback engine 140 can create correlations and other relationships between the types of feedback received and values received from the cold chain history database 132. In the illustrated embodiment, the product history entries can be analyzed and consolidated in the product feedback record to allow for greater analysis.

[0043] In the illustrated embodiment, the cumulative product feedback record or portions thereof can be sent to the customer via the user device 110. Advantageously, customers can review quantitative data and further provide additional feedback in light of reviewing product history. For example, a customer with feedback regarding product freshness may receive additional information regarding product shelf time, etc. In certain embodiments, the user device 110 can prompt for additional feedback, such as desired product 139 sources, time tables, temperature ranges, etc. In certain embodiments, the feedback engine 140 can communicate to user devices 110 of any outstanding advisories or recalls for any products 139 associated with the customer.

[0044] In certain embodiments, the feedback engine 140 can aggregate feedback from multiple customers and analyze feedback to determine trends and groupings of feedback. The feedback engine 140 can assign scores based on scales, such as relative freshness, relative satisfaction, etc. Further, in certain embodiments, the feedback engine 140 can correlate feedback trends with empirical entries provided from the cold chain historical database 132. For example, the feedback engine 140 may identify lower satisfaction scores associated with products 139 that had greater shelf time or greater transit time.

[0045] Referring to FIG. 2, a method 200 for receiving product feedback is shown. In operation 202, at least one keyword entry is provided via a keyword database. In the illustrated embodiment, the keyword database can include a list of keywords that may indicate a relevant social media entry. Keywords can be selected to indicate relevance to a product of interest, such as a brand name, selected adjectives, etc.

[0046] In operation 204, the at least one social media entry to the social media database is provided via the user device. In the illustrated embodiment, the user device can provide access or otherwise include a social media client. The social media client may be provide access to any suitable social media platform, include text, location, and photograph based social media platforms. In operation 206, at least one social media entry is provided via a social media database. In certain embodiments, social media entries may be provided to the social media database via alternative devices.

[0047] In operation 208, the at least one social media entry and the at least one keyword entry is analyzed via a feedback engine. The feedback engine can search and identify any matches or similarities to identify potentially relevant social media feedback entries. In certain embodiments, the feedback engine can utilize statistical methods to assign a confidence level to selected relevant social media feedback entries.

[0048] In operation 210, the feedback engine determines if any of the social media entries match certain keywords within the keyword database. If the feedback engine determines that the social media entries may be identified as relevant the method proceeds to operation 210. In other embodiments, the user may provide additional social media entries as described in operation 204. [0049] In operation 212, at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry is identified via the feedback engine. In operation 214, at least one product identification entry associated with the product is provided via a user device. In the illustrated embodiment, in response to a keyword match between a user's social media feedback entry and the keyword database, a user is prompted to identify the target product.

[0050] In operation 216, the feedback engine determines if an identified product entry is a valid or identified product within the product feedback system to proceed to operation 218. In certain embodiments, if the identified product entry is not recognized within the product feedback system, the user may provide additional social media entries as described in operation 204.

[0051] In operation 218, at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry is provided via the feedback engine.

[0052] In operation 220, at least one historical entry is provided via a cold chain historical database. The feedback engine can query the cold chain history database to receive any product history entries. Advantageously, product history entries can provide empirical evidence that may correspond to feedback received from customers. In operation 222, at least one relevant historical entry of the at least one historical entry corresponding to the at least one product identification entry is identified via the feedback engine.

[0053] In operation 224, the at least one relevant historical entry is displayed via the user device. Advantageously, customers can review quantitative data and further provide additional feedback in light of reviewing product history. For example, a customer with feedback regarding product freshness may receive additional information regarding product shelf time, etc. In operation 226, a user feedback entry to the product feedback record is provided in response to the relevant historical entry via the user device. In certain embodiments, the user device can prompt for additional feedback, such as desired product sources, time tables, temperature ranges, etc.

[0054] As described above, the exemplary embodiments can be in the form of processor- implemented processes and devices for practicing those processes, such as feedback engine 140. The exemplary embodiments can also be in the form of computer program code containing instructions embodied in tangible media, such as floppy diskettes, CD ROMs, hard drives, or any other computer-readable storage medium, wherein, when the computer program code is loaded into and executed by a computer, the computer becomes a device for practicing the exemplary embodiments. The exemplary embodiments can also be in the form of computer program code, for example, whether stored in a storage medium, loaded into and/or executed by a computer, or transmitted over some transmission medium, loaded into and/or executed by a computer, or transmitted over some transmission medium, such as over electrical wiring or cabling, through fiber optics, or via electromagnetic radiation, wherein, when the computer program code is loaded into an executed by a computer, the computer becomes an device for practicing the exemplary embodiments. When implemented on a general-purpose microprocessor, the computer program code segments configure the microprocessor to create specific logic circuits.

[0055] The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the embodiments. While the description of the present embodiments has been presented for purposes of illustration and description, it is not intended to be exhaustive or limited to the embodiments in the form disclosed. Many modifications, variations, alterations, substitutions or equivalent arrangement not hereto described will be apparent to those of ordinary skill in the art without departing from the scope of the embodiments. Additionally, while various embodiments have been described, it is to be understood that aspects may include only some of the described embodiments. Accordingly, the embodiments are not to be seen as limited by the foregoing description, but are only limited by the scope of the appended claims.

Claims

CLAIMS What is claimed is:

1. A system for receiving social media feedback associated with a product, comprising:

a social media database containing at least one social media entry;

a keyword database containing at least one keyword entry;

a user device to provide at least one product identification entry;

a feedback engine to analyze the at least one social media entry and the at least one keyword entry, to identify at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry, and providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry.

2. The system of any of the preceding claims, wherein the user device provides the at least one social media entry to the social media database.

3. The system of any of the preceding claims, wherein the user device provides the at least one product information entry corresponding to the at least one relevant social media entry in response to the at least one social media entry corresponding to the at least one keyword entry.

4. The system of any of the preceding claims, further comprising a cold chain historical database containing at least one historical entry, wherein the feedback engine identifies at least one relevant historical entry of the at least one historical entry corresponding to the at least one product identification entry.

5. The system of claim 4, wherein the product feedback record further contains the at least one relevant historical entry.

6. The system of claim 4, wherein the user device displays the at least one relevant historical entry.

7. The system of claim 6, wherein the user device provides a user feedback entry to the product feedback record in response to the relevant historical entry.

8. A method for receiving social media feedback associated with a product, comprising: providing at least one social media entry via a social media database;

providing at least one keyword entry via a keyword database;

analyzing the at least one social media entry and the at least one keyword entry via a feedback engine;

identifying at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry via the feedback engine; providing at least one product identification entry associated with the product via a user device; and

providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry via the feedback engine.

9. The method of any of the preceding claims, further comprising providing the at least one social media entry to the social media database via the user device.

10. The method of any of the preceding claims, further comprising providing the at least one product information entry corresponding to the at least one relevant social media entry in response to the at least one social media entry corresponding to the at least one keyword entry via the user device.

11. The method of any of the preceding claims, further comprising:

providing at least one historical entry via a cold chain historical database; and identifying at least one relevant historical entry of the at least one historical entry corresponding to the at least one product identification entry via the feedback engine.

12. The method of claim 11, wherein the product feedback record further contains the at least one relevant historical entry.

13. The method of claim 11, further comprising displaying the at least one relevant historical entry via the user device.

14. The method of claim 13, further comprising providing a user feedback entry to the product feedback record in response to the relevant historical entry via the user device.

15. A computer program product tangibly embodied on a computer readable medium, the computer program product including instructions that, when executed by a processor, cause the processor to perform operations comprising:

providing at least one social media entry via a social media database;

providing at least one keyword entry via a keyword database;

identifying at least one relevant social media entry of the at least one social media entry corresponding to the at least one keyword entry via the feedback engine;

providing at least one product identification entry associated with the product via a user device; and providing at least one product feedback record containing the at least one relevant social media entry and the product identification entry corresponding to the at least one relevant social media entry via the feedback engine.