US20150262237A1

US20150262237A1 - Location sensing and response for mobile messaging

Info

Publication number: US20150262237A1
Application number: US14/609,615
Authority: US
Inventors: David Skiba; Andrew Maher; George Erhart; Valentine C. Matula
Original assignee: Avaya Inc
Current assignee: Avaya Inc
Priority date: 2014-03-13
Filing date: 2015-01-30
Publication date: 2015-09-17
Also published as: US20150264176A1; US11049141B2

Abstract

Businesses have long appreciated the advantages of anticipating potential customers' needs. Directing marketing activities towards non-customers, persons not having such a need, wastes resources of the business and may damage a business' reputation. By providing a location-based analysis of a user's activities, such as by an opt-in application for a mobile device carried by the user, subject matter relevant and timely information on goods and/or services of the business may be provided to the user.

Description

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application claims the benefit of Provisional Patent Application No. 61/952,641, filed on Mar. 13, 2014, and is incorporated herein by reference in its entirety.

FIELD OF THE DISCLOSURE

The present disclosure is generally directed toward communications and more particularly toward mobile communications.

BACKGROUND

Mobile messaging applications, such as WeChat and WhatsApp, are increasingly prevalent on mobile devices around the world. These applications are popular as they allow users to avoid tolls and other service provider fees by using Wi-Fi and Internet data plans. The message exchange services provided by these applications are multi-modal, and users can communicate via text chat, images, email, voice, and video. Groups can be used to share content to many users at once, regardless of the mobile carrier and/or operating system of the platform.
Contact centers have a strong concept that focuses on customer service, regardless of the channels of communication utilized to communicate with customers (e.g., voice, video, chat, email, co-browse, social media, etc.).

SUMMARY

It is with respect to the above issues and other problems that the embodiments presented herein were contemplated to advance the state of the art. Location-based advertising of the prior art may be replaced, in whole or in part, by the embodiments provided herein whereby a marketing action is selected in accord with a meaning behind a relationship derived from at least two location datum. The meaning, or determined relationship, of the plurality of location datum may provide more meaningful information of the user's actions and enable more user-relevant marketing decisions. An additional location datum may be utilized to modify the marketing action when the additional location datum is not in agreement with the other location datum for a determined context.
Using real-time and/or historic location sensing in conjunction with mobile messaging and other historical activity monitoring to determine the location and behavior of a person of interest pertaining to a particular business or service associated with the location. The acquired information is then used for predictive outreach activities and to provide a more detailed context when tied with Customer Relationship Management (CRM) data during inbound and outbound customer interactions.
In one embodiment, a need of a user is anticipating from activity not directly targeted at or by a company providing a solution to the anticipated need. Messaging applications have the ability to connect users to companies in a private social network. A more direct relationship with the company enables services that would not be possible or desirable in a public setting. Location is a connectivity modality for communicating context sensitive information and for optimization of interactions. With proper incentive (e.g., deals, ease of use, efficient connectivity, etc.) users may opt-in to location tracking through the messaging applications.
A user's location history may be combined with information about the specific locations visited as they relate to the company. The resulting analysis can determine if the user is visiting competitors, engaging in activities that may warrant a service from the company, and activities that may complement previous purchases. The results may be used during an inquiry to provide help via the mobile messaging application, inbound from standard contact center channels, and as part of outbound campaigns based on this information and customer context through CRM data.
In one embodiment, utilizing airline travel as an example, a system is provided that performs:
1. User opts-in to location tracking as part of a link through a mobile messaging application (e.g., connecting to an airline to enable the option for additional location-based services on the user's device and/or other devices).
2. When the user contacts the airline and/or exchanges information with the company via any channel, location information is scanned and analyzed for locations of interest. This may also occur on a periodic/continuous basis depending on the tracking options set.
3. Other locations of interest may be determined through public social sources (check-ins, references, mentions, etc.).
4. In another embodiment, non-mobile messaging feature. This would be tied to customers who opt-in for deals, discounts, and notifications.
5. The location data is analyzed to identify users engaging in activities involving context-based locations. The analysis can group and classify the activities for use in customer interactions and predict the potential for future customer engagement.
6. Based on the analysis, the results can be leveraged for outbound activities, for CRM context storage to be used upon next customer contact, or other notifications of interest. Should the customer contact the company, or contact center operating on behalf of the company, the reason for the contact may be supplemented by the analysis results.
For example, if a person is located at a realtor's office, then travels around neighborhoods (stopping for 30 minutes at several locations), credit card companies might be interested in following the person (especially if they are existing customers) to have context of the situation before the actual service from a mortgage company or bank is offered or to give location context sensitive offers. Offers might include free checking at the bank in the neighborhood, available interest rate on a line of credit for remodeling, and the like.
In another example, a car dealership may use the invention to monitor surrounding non-dealer service centers. People who visit the alternate centers and post either their location, service center name, or other identifying information linking them to a visit to the place. The dealer may also monitor those customers who have purchased a vehicle through their social media accounts obtained much like phone, address, email. With this monitoring the dealer may receive notifications when events of interest occur, such as when automobile service is obtained. These events may trigger deal mailers, targeted email offers, or other forms of contact. The information also gives a customer context view when the customer contacts the dealer service center. For instance, if the customer brings in a car for service to the dealer because the other service center failed to solve a problem. The information monitored provides a rich addition to the CRM data kept on specific customers and the surrounding customer base.
In one embodiment, a system is disclosed comprising: a server comprising at least one processor; a communication interface logically connecting the server to a network; and wherein the server is configured to perform: receiving a first and second location datum of a portable device associated with a user, the first and second location datum having at least dissimilar times; determining a context from the first location datum; determining a relationship between the second location datum and the context; and assigning the user to a marketing activity selected in accord with the relationship.
In another embodiment, a method is disclosed, comprising: accessing a context comprising a commerce function; receiving a first and second location datum of a portable device associated with a user, the first and second location datum having at least dissimilar times; determining a context from a first location datum; determining a correlation between the context and the second location datum and, based on the level of correlation, classifying the second location datum within one of a direct tier, a predictive tier, and a generic tier; analyzing, the second location datum classified as the predictive tier to determine a marketability correlation for the commerce function; and upon determining the marketability correlation is above a previously defined threshold, assigning the user with a marketing activity for the commerce function.
In another embodiment, a non-transitory computer readable medium is disclosed with instructions thereon that when read by a computer cause the computer to perform: accessing a context comprising a commerce function; receiving a first and second location datum of a portable device associated with a user; determining a context from the first location datum; determining a correlation between the context and the second location datum and, based on the level of correlation, classifying the second location datum within one of a direct tier, a predictive tier, and a generic tier; analyzing, the second location datum classified as the predictive tier to determine a marketability correlation for the commerce function; and upon determining the marketability correlation is above a previously defined threshold, assigning the user to a marketing activity for the commerce function.
The term “user” and “customer” both refer to the same individual with respect to a given embodiment or example provided herein. “User” is used to identify the owner, operator, holder, carrier, etc. of a portable device (e.g., smart phone, tablet, portable computer, wearable device, etc.) or the individual performing operations on or with a portable device. “Customer” is used to identify the individual within their role as a prospective or actual customer of a business enterprise. Both “user” and “customer” may refer to a plurality of individuals when functioning as a single entity (e.g., a couple shopping for a new car) even though only one may be a “user” of a portable device at any one time.
The phrases “at least one,” “one or more,” and “and/or” are open-ended expressions that are both conjunctive and disjunctive in operation. For example, each of the expressions “at least one of A, B and C,” “at least one of A, B, or C,” “one or more of A, B, and C,” “one or more of A, B, or C” and “A, B, and/or C” means A alone, B alone, C alone, A and B together, A and C together, B and C together, or A, B and C together.
The term “a” or “an” entity refers to one or more of that entity. As such, the terms “a” (or “an”), “one or more” and “at least one” can be used interchangeably herein. It is also to be noted that the terms “comprising,” “including,” and “having” can be used interchangeably.
The term “automatic” and variations thereof, as used herein, refers to any process or operation done without material human input when the process or operation is performed. However, a process or operation can be automatic, even though performance of the process or operation uses material or immaterial human input, if the input is received before performance of the process or operation. Human input is deemed to be material if such input influences how the process or operation will be performed. Human input that consents to the performance of the process or operation is not deemed to be “material.”
The term “computer-readable medium” as used herein refers to any tangible storage that participates in providing instructions to a processor for execution. Such a medium may take many forms, including but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, NVRAM, or magnetic or optical disks. Volatile media includes dynamic memory, such as main memory. Common forms of computer-readable media include, for example, a floppy disk, a flexible disk, hard disk, magnetic tape, or any other magnetic medium, magneto-optical medium, a CD-ROM, any other optical medium, punch cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, and EPROM, a FLASH-EPROM, a solid state medium like a memory card, any other memory chip or cartridge, or any other medium from which a computer can read. When the computer-readable media is configured as a database, it is to be understood that the database may be any type of database, such as relational, hierarchical, object-oriented, and/or the like. Accordingly, the disclosure is considered to include a tangible storage medium and prior art-recognized equivalents and successor media, in which the software implementations of the present disclosure are stored.
The terms “determine,” “calculate,” and “compute,” and variations thereof, as used herein, are used interchangeably and include any type of methodology, process, mathematical operation or technique.
The term “module” as used herein refers to any known or later developed hardware, software, firmware, artificial intelligence, fuzzy logic, or combination of hardware and software that is capable of performing the functionality associated with that element. Also, while the disclosure is described in terms of exemplary embodiments, it should be appreciated that other aspects of the disclosure can be separately claimed.
The term “location datum” as used herein refers to an element of data describing a location and may further include an associated time datum. Location datum may include absolute location on Earth (e.g., latitude, longitude, and/or altitude), a vector attribute (e.g., speed, direction of travel), previous point visited, next point visited, speed arriving, speed departing, last location prior to unavailable location data, first location following unavailable location data, etc., location relative to another location (e.g., distance, vertical distance, direction, etc.), and descriptor of a proximate activity, event, person, or business.
The term “location data” as used herein refers to two or more location datum.
The term “context” as used herein refers to a meaning or circumstance associated with a location datum or data and/or the strength of the location datum or data to the meaning or circumstance.
The term “time datum” and similar words defining a temporal element, as used herein, may refer an absolute temporal description (e.g., time of day, day of week, day of month, day of year, etc.), a relative temporal description (e.g., holiday, weekday, weekend, birthday, anniversary, etc.), and/or timing description (e.g., duration, distance in terms of time, etc.).
The term “time data” as used herein refers to two or more time datum.

BRIEF DESCRIPTION OF THE DRAWINGS

The present disclosure is described in conjunction with the appended figures:

FIG. 1 depicts a communication system in accordance with embodiments of the present disclosure;

FIG. 2 depicts a threshold diagram in accordance with embodiments of the present disclosure;

FIG. 3 depicts a first diagram in accordance with at least some embodiments of the present disclosure;

FIG. 4 depicts a second diagram in accordance with at least some embodiments of the present disclosure;

FIG. 5 depicts a system in accordance with at least some embodiments of the present disclosure; and

FIG. 6 depicts a process in accordance with at least some embodiments of the present disclosure.

DETAILED DESCRIPTION

The ensuing description provides embodiments only, and is not intended to limit the scope, applicability, or configuration of the claims. Rather, the ensuing description will provide those with ordinary skill in the art with an enabling description for implementing the embodiments. It being understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the appended claims.
Any reference in the description comprising an element number, without a subelement identifier when a subelement identifiers exist in the figures, when used in the plural is intended to reference any two or more elements with a like element number. When such a reference is made in the singular form, it is intended to reference one of the elements with the like element number without limitation to a specific one of the elements. Any explicit usage herein to the contrary or providing further qualification or identification shall take precedence.
The exemplary systems and methods of this disclosure will also be described in relation to analysis software, modules, and associated analysis hardware. However, to avoid unnecessarily obscuring the present disclosure, the following description omits well-known structures, components and devices that may be shown in block diagram form, and are well known, or are otherwise summarized.
For purposes of explanation, numerous details are set forth in order to provide a thorough understanding of the present disclosure. It should be appreciated, however, that the present disclosure may be practiced in a variety of ways beyond the specific details set forth herein.
FIG. 1 shows an illustrative communication system 100 in accordance with at least some embodiments of the present disclosure. The communication system 100 may be a distributed system and, in some embodiments, comprises a communication network 104 connecting one or more communication devices 108 to a work assignment mechanism 116, which may be owned and operated by an enterprise administering a contact center in which a plurality of resources 112 are distributed to handle incoming work items (in the form of contacts) from customer communication devices 108. Additionally, social media website 130 and/or other external data sources 134 may be utilized to provide one means for a resource 112 to receive and/or retrieve contacts and connect to a customer of a contact center. Other external data sources 134 may include data sources, such as service bureaus, third-party data providers (e.g., credit agencies, public and/or private records, etc.). Customers may utilize their respective customer communication device 108 to send/receive communications utilizing social media website 130.
In accordance with at least some embodiments of the present disclosure, the communication network 104 may comprise any type of known communication medium or collection of communication media and may use any type of protocols to transport messages between endpoints. The communication network 104 may include wired and/or wireless communication technologies. The Internet is an example of the communication network 104 that constitutes and Internet Protocol (IP) network consisting of many computers, computing networks, and other communication devices located all over the world, which are connected through many telephone systems and other means. Other examples of the communication network 104 include, without limitation, a standard Plain Old Telephone System (POTS), an Integrated Services Digital Network (ISDN), the Public Switched Telephone Network (PSTN), a Local Area Network (LAN), a Wide Area Network (WAN), a Session Initiation Protocol (SIP) network, a Voice over IP (VoIP) network, a cellular network, and any other type of packet-switched or circuit-switched network known in the art. In addition, it can be appreciated that the communication network 104 need not be limited to any one network type, and instead may be comprised of a number of different networks and/or network types. As one example, embodiments of the present disclosure may be utilized to increase the efficiency of a grid-based contact center. Examples of a grid-based contact center are more fully described in U.S. patent application Ser. No. 12/469,523 to Steiner, the entire contents of which are hereby incorporated herein by reference. Moreover, the communication network 104 may comprise a number of different communication media, such as coaxial cable, copper cable/wire, fiber-optic cable, antennas for transmitting/receiving wireless messages, and combinations thereof.
The communication devices 108 may correspond to customer communication devices. In accordance with at least some embodiments of the present disclosure, a customer may utilize their communication device 108 to initiate a work item, which is generally a request for a processing resource 112. Illustrative work items include, but are not limited to, a contact directed toward and received at a contact center, a web page request directed toward and received at a server farm (e.g., collection of servers), a media request, an application request (e.g., a request for application resources location on a remote application server, such as a SIP application server), and the like. The work item may be in the form of a message or collection of messages transmitted over the communication network 104. For example, the work item may be transmitted as a telephone call, a packet or collection of packets (e.g., IP packets transmitted over an IP network), an email message, an Instant Message, an SMS message, a fax, and combinations thereof. In some embodiments, the communication may not necessarily be directed at the work assignment mechanism 116, but rather may be on some other server in the communication network 104 where it is harvested by the work assignment mechanism 116, which generates a work item for the harvested communication, such as social media server 130. An example of such a harvested communication includes a social media communication that is harvested by the work assignment mechanism 116 from a social media network or server. Exemplary architectures for harvesting social media communications and generating work items based thereon are described in U.S. patent application Ser. Nos. 12/784,369, 12/706,942, and 12/707,277, filed Mar. 20, 1010, Feb. 17, 2010, and Feb. 17, 2010, respectively, each of which is hereby incorporated herein by reference in its entirety.
The format of the work item may depend upon the capabilities of the communication device 108 and the format of the communication. In particular, work items are logical representations within a contact center of work to be performed in connection with servicing a communication received at the contact center (and more specifically the work assignment mechanism 116). The communication may be received and maintained at the work assignment mechanism 116, a switch or server connected to the work assignment mechanism 116, or the like, until a resource 112 is assigned to the work item representing that communication at which point the work assignment mechanism 116 passes the work item to a routing engine 132 to connect the communication device 108, which initiated the communication with the assigned resource 112.
Although the routing engine 132 is depicted as being separate from the work assignment mechanism 116, the routing engine 132 may be incorporated into the work assignment mechanism 116 or its functionality may be executed by the work assignment engine 120.
In accordance with at least some embodiments of the present disclosure, the communication devices 108 may comprise any type of known communication equipment or collection of communication equipment. Examples of a suitable communication device 108 include, but are not limited to, a personal computer, laptop, Personal Digital Assistant (PDA), cellular phone, smart phone, telephone, or combinations thereof. In general each communication device 108 may be adapted to support video, audio, text, and/or data communications with other communication devices 108 as well as the processing resources 112. The type of medium used by the communication device 108 to communicate with other communication devices 108 or processing resources 112 may depend upon the communication applications available on the communication device 108.
In accordance with at least some embodiments of the present disclosure, the work item is sent toward a collection of processing resources 112 via the combined efforts of the work assignment mechanism 116 and routing engine 132. The resources 112 can either be completely automated resources (e.g., Interactive Voice Response (IVR) units, processors, servers, or the like), human resources utilizing communication devices (e.g., human agents utilizing a computer, telephone, laptop, etc.), or any other resource known to be used in contact centers.
As discussed above, the work assignment mechanism 116 and resources 112 may be owned and operated by a common entity in a contact center format. In some embodiments, the work assignment mechanism 116 may be administered by multiple enterprises, each of which has its own dedicated resources 112 connected to the work assignment mechanism 116.
In some embodiments, the work assignment mechanism 116 comprises a work assignment engine 120, which enables the work assignment mechanism 116 to make intelligent routing decisions for work items. In some embodiments, the work assignment engine 120 is configured to administer and make work assignment decisions in a queueless contact center, as is described in U.S. patent application Ser. No. 12/882,950, the entire contents of which are hereby incorporated herein by reference. In other embodiments, the work assignment engine 120 may be configured to execute work assignment decisions in a traditional queue-based (or skill-based) contact center.
The work assignment engine 120 and its various components may reside in the work assignment mechanism 116 or in a number of different servers or processing devices. In some embodiments, cloud-based computing architectures can be employed whereby one or more components of the work assignment mechanism 116 are made available in a cloud or network such that they can be shared resources among a plurality of different users. Work assignment mechanism 116 may access customer database 118, such as to retrieve records, profiles, purchase history, previous work items, and/or other aspects of a customer known to the contact center. Customer database 118 may be updated in response to a work item and/or input from resource 112 processing the work item.
In one embodiment, a message is generated by customer communication device 108 and received, via communication network 104, at work assignment mechanism 116. The message received by a contact center, such as at the work assignment mechanism 116, is generally, and herein, referred to as a “contact.” Routing engine 132 routes the contact to at least one of resources 112 for processing.
FIG. 2 shows threshold diagram 200 in accordance with embodiments of the present disclosure. Threshold diagram 200 illustrates one threshold tier configuration, such as for the context of new car purchases. Various events associated with a location datum for a user, received via the user's portable device, may be selected or alternatively excluded as a predictor of a behavior associated with a commercial function. For example, it may be determined that individuals who purchase a new car eat at a particular restaurant as compared to individuals who do not purchase a new car. Such may be the case when one or more car dealerships are located in an area served by few or only one particular restaurant or restaurants conducive to automobile shoppers (e.g., quiet, casual, spacious tables, WiFi access, etc.).
Certain advantages may be realized by identifying individuals or groups of individuals who are ripe for performing a particular act associated with the context. The act may be a commercial function, such as purchasing an item or service associated with the context. As an option, the context may be further refined to be specific to a particular client, such as a particular car dealership or airline as opposed to any car dealership or any air carrier. As a further option, the context may be even further limited to a particular product (e.g., a particular destination served by a particular airline, a specific model of automobile, etc.). Therefore, while an individual may be contemplating the purchase of a new car there is both an opportunity to enhance the sales process with that particular buyer for a particular car and, alternatively, to lose that potential sale to a competitor.
Identifying individuals who have no need for a particular context act provides a means to preserve marketing resources for other activities. For example, in the majority of instances, an individual who may be purchasing a new car will likely be a licensed driver. However, not everyone who is a licensed driver is presently in the market for a new car. On the other end of the spectrum are individuals who have a direct association with the commercial function (e.g., taking a trip, buying a new car, etc.) Resources are likely wasted when providing such potential or actual customers with generic information if they have already made contact with the salesperson who can provide the same information as well as address specific inquiries the customer may have. Providing marketing literature in such circumstances will likely prove inefficient and wasteful and in some situations, may even irritate a potential customer.
Threshold diagram 200 illustrates several events falling into one of three tiers. In other embodiments, more than three tiers may be utilized to better refine the association of a location datum to a context. Direct tier 202 comprises events directly associated with the context. For example, a customer is shopping for a new car within a dealership event 208 that is within direct tier 202. Event 210 represents a customer shopping for a new car, but not within the dealership or at the dealership but outside of the dealership's business hours. Event 204 is a need for a new car for the user and is also within predictive tier 204. Predictive tier 204 comprises events that indicate, but are not directly tied to, the context. Generic tier 206 comprises events that have no more predictive value then other behaviors associated with a particular population associated with the context, such as being a licensed driver event 214.
The tiers of threshold diagram 200 are now considered in more detail. In one embodiment, direct tier 202 comprises events that are predicates to a commercial function for a context, such as entering an automobile dealership predicates the purchase of a new car, entering a bank to apply for a mortgage, queuing for service at a repair shop, etc. Customers performing actions within direct tier 202 no longer have a need to be presented with marketing material as they have already made the decision to engage in a particular commercial function (e.g., buy a car, apply for a mortgage, repair a computer, etc.) for a context (e.g., automobile purchasing, home financing, electronic repair services, etc.). Therefore, events falling within direct tier 202 are excluded from further processing as described herein and the customer associated with events within direct tier 202 are processed via other means (e.g., sales personnel interaction, etc.).
In another embodiment, generic tier 206 comprises events with a very low correlation to the act within the context. As previously referenced, not all licensed drivers are presently in the market for a new car, not all individuals who pass by a bank are shopping for home financing, etc. Therefore, a pool of potential customers identified with events, such as being licensed driver event 214 are excluded from further processing. Potential customers having events solely within the generic tier 206 alone may still be subject to other forms of marketing intending to seed interest, such as by radio, television, print media, and other forms of mass marketing.
In another embodiment, a combination of two or more events or acts provides a combination act that may be placed into one of direct tier 202, predictive tier 204, or generic tier 206. For example, a licensed driver who has recently moved or changed jobs may be an indication that the individual may be in need of a new car, such as when they are moving out of their parents' home for the first time or changing to a job that requires more or less commuting. Therefore the combination of licensed driver and recent relocation may be processed as a single event within predictive tier 204 whereas individually, each forms a generic event and is placed in generic tier 206.
It should be appreciated that the specific events or acts and their placement within one of generic tier 206 predictive tier 204 or direct tier 202 are variously embodied. Analysis of large volumes of data may provide correlations that may or may not be otherwise apparent in leading to the placement within their appropriate tier.
Determining the acts or events for placement within one of tiers 202, 204, 206 are now considered. In one embodiment, a first location datum is analyzed for a user of a portable device operable to sense location and other location datum (e.g., speed, direction of travel, time in motion, time not in motion, etc.). For example, having a need for a new car event 212 may be determined by a first location datum indicating a user has stopped to have their current car serviced or to purchase items at an auto parts store. A more complete discussion of location datum and the analysis and processing thereof is provided with respect to the embodiments that follow.
FIG. 3 shows diagram 300 in accordance with at least some embodiments of the present disclosure. Diagram 300 illustrates a map view of a particular area. A user having a portable device with a location sensing and reporting application is tracked along first route 302. Route 302 may represent a most direct path from the user's home to their place of work, if known, or estimated from a plurality of the user's trips during particular times and/or days, such as indicating workday travel at a time likely to indicate commuting to work. Route 302 may represent generic tier 206 events as they are likely to predict a particular commercial function for a context with a correlation no better than the correlation associated with the general population. Now, on at least one occasion, the user is tracked along second route 304, which includes a stop at point 306. Point 306 may represent a first location datum, which is then analyzed to determine the type of location specific businesses or other points of interest that are proximate to point 306.
Point 306 may be determined to be associated with one or more businesses, each of which may have its own context and cause the location datum to be analyzed differently. For example, point 306 may be proximate to a variety of businesses, such as a florist, dentist, real estate office, etc. In one embodiment, each context may be considered and processed in parallel. In another embodiment, only a particular context is considered, such as one associated with the application reporting the location data associated with the user device.
For example, point 306 may be a florist. This first location datum provides the means to determine a context. The context of a florist may range from narrow (e.g., flowers, plants, potting soil, etc.) to broad (e.g., gifts, holidays, decoration, commemorations, etc.). A second location datum may be derived from a past event, such as the user's prior visit nearly on the same date in a prior year, or a future event, such as having dinner at an upscale restaurant. The relationship from the first and second location datum may then be determined, such as, an anniversary or birthday for a spouse or significant other.
In the context of jewelry sales, the user's first location datum at point 306 may indicate a gift purchase for a female. A second location datum, such as a prior visit to another retailer selling items comprising gift items traditionally suitable for a female or other date-specific activity (e.g., eating at a particular restaurant) may represent location datum determined to be within predictive tier 204 for the commercial function of purchasing a jewelry item. A marketing function may cause a message to be presented to the user device or via other means to inform the user of special offers or other incentives to make a jewelry purchase, such as may be associated with a birthday or anniversary gift.
In the context of automobile sales, such may be indicated by a first location datum associated with a stop at point 306, when such a point is proximate to an auto parts store or repair shop. A second location datum may be within the predictive tier and indicate the user is having their current vehicle serviced, looking at new cars, or otherwise going to locations predictive of a new car shopper. The user may then be associated with marketing activity, such as an invitation to test drive a new car. Conversely, the second location datum may be generic, such as when subsequent location datum is associated with non-automobile locations. For example, the first location datum may have occurred during the user's visit to an auto parts store while purchasing a replacement light bulb, a road map, or other item. As the second location datum was generic, in the context of new automobile sales, the user is likely not in the market for a new car.
In another embodiment, route 304 provides additional location datum. For example, route 304 may proceed along a known or suspected bus route. If the additional location datum indicates stopping at locations believed or known to be bus stops, the additional location datum may indicate the user is traveling by bus.
Accordingly, a third or more location datum (e.g., traveling on Second Avenue, stopping for thirty seconds at North and Second Ave, travelling at bus-like speed, etc.) may be analyzed to determine the user is traveling by bus and, upon further analysis, which may include the stop at point 306, determine that the user has left their car for extensive servicing and is taking the bus to work. Accordingly, the plurality of location datum may indicate a predictive tier 204, such as having a need for a new car event 212.
A modified marketing action may be identified for presentation to the user, such as the user's portable device. For example, the user may receive an offer for a test drive and then have the offer modified, such as to an extended test drive, such as the use of a new car for several days. Such an offer may be particularly relevant to a driver (e.g., the user) who is now taking the bus.
In another embodiment, location datum associated with both route 302 and route 304 may be determined to be events within the generic tier 206, such as within the context of jewelry sales. Stopping at a florist associated with point 306 may be a first location datum associated with a commerce function of purchasing a gift within the jewelry context. In another embodiment, also within the jewelry context, stopping at point 306 and then following second location datum of traveling along route 304, may be either additive or subtractive in terms of the respective tier. For example, stopping at a florist and then taking the bus may be a combination of events that indicates the user is performing a generic activity (e.g., activity non-predictive within the jewelry context) and therefore such an act is determined to be within generic tier 206. This may be further determined as generic if location datum associated with point 306 does not have a strong correlation to a florist, such as when other businesses are more likely being visited by the user. For example, the user may have visited a real estate agent and travelled a different route to visit homes for sale. Such location data may be within the context of other activities (e.g., home purchasing, moving, mortgages, etc.) but generic within the context of jewelry sales.
FIG. 4 shows diagram 400 in accordance with at least some embodiments of the present disclosure. In one embodiment, diagram 400 illustrates several location datum, otherwise known as location data, which may then be analyzed to determine a context and appropriateness for particular marketing activity associated with a commercial function within the context. Points 402 may comprise a variety of homogeneous or heterogeneous businesses that a user, as detected utilizing their respective portable device, has visited. The location datum associated with the visits at points 402 may include time datum or data.
In one embodiment, the context of automobile sales may be determined from one of a location datum from visiting one of points 402, when points 402 are associated with cars, car services, or other car-centric businesses and/or activities. For example point 402A may be a parts store, point 402B may be a carwash, point 402C and points 402D may be multipurpose locations, such as big-box retailers, office complexes, etc. The location datum associated with point 402A (e.g., an auto parts store) may be particularly relevant as individuals who are having difficulties with their current automobile may be or become interested in purchasing a replacement. A second location datum associated with point 402A, or other locations associated with auto parts, may indicate that the user frequents such location in a manner more indicative of an automobile hobbyist and therefore may not be interested in replacing their current automobile. A second location datum associated with a short visit to point 402A may indicate the user is making a routine purchase and does not require extensive interaction with the parts store or the staff therein. For example, a user purchasing a map may only take a few minutes, whereas a user purchasing an alternator, starter, head gaskets, or other highly specific part will likely require more time to allow the staff to attend the user and retrieve or order the correct item.
In another embodiment, points 402 may be associated with the purchase of new cars, such as when each of points 402 is a dealership of various automobile brands. If the user location datum indicates visits to points 402 and second location datum indicates times when the dealerships are closed, then a context of automobile purchase may be determined and a relationship (e.g., information gathering) may be determined from second and/or secondary location datum associated with the other points 402. Such a relationship may then be determined to be within the predictive tier 204. In contrast, if the user spends a significant amount of time at one or all of points 402A through points 402D, during business hours for the dealerships, the user may be actively engaged in negotiations with salespeople whereby such location datum indicates a direct tier 202 activity. In yet another example a user who visits points 402 frequently, such as several times a month for many months may provide location datum associated with an activity not indicative of an automobile purchaser and therefore such location datum falls within generic tier 206.
FIG. 5 shows system 500 in accordance with at least some embodiments of the present disclosure. In one embodiment, user device 108 comprises a location sensing module, such as a GPS receiver, proximity-based receiver (e.g. location proximate to a WiFi signal having a known location and/or proximity, audio signal, infrared, etc.), triangulation-based receiver (e.g. LORAN, etc.), and/or other location sensing component. User device 108 may receive location information entirely or in part from signals, such as from satellite 506, cellular tower 508, etc. It should be appreciated by one of ordinary skill in the art that data processing abilities of portable devices, such as portable device 108, continue to improve and may possess the ability to perform all computational processes of certain embodiments provided herein. However as a design option and/or performance requirement, reliance on server 502 may provide all or some of the computational operations. User device 108 communicates with server 502 via network 104. In one embodiment, specific location information is provided by user device 108 to server 502 where whereby server 502 may access database 504 to retrieve data associated with determining correlation between a context and a location datum and/or between location datum.
For example, user device 108 may provide a first location datum comprising the latitude and longitude of the user device as well as second location datum different from the first location datum (e.g., speed and/or direction of travel time at a location, etc.). Server 502 accesses database 504 to determine specific commercial enterprises at those coordinates or proximate, within a threshold distance, from those coordinates. Server 502, determines at least one context for the first location datum and analyzes the second location datum to determining the classification as to whether the location datum falls within direct tier 202, predictive tier 204, or generic tier 206 for the at least one context. Server 502, or other processing unit, then determines whether a marketability correlation exists based upon the location datum. The determination may be done in real-time and provide a message to be displayed upon user device 108 and/or at a later time, which may involve messages presented on user device 108, another device associated with the user, or other marketing means (e.g., direct mail, outbound call, modified message presented to an in-bound call, social media message, etc.).
FIG. 6 shows process 600 in accordance with at least some embodiments of the present disclosure. In one embodiment, process 600 starts with step 601 accessing a first location datum. Step 602 then determines a context from the first location datum. Next step 604 receives a second location datum. The second location datum may be a location coordinate, speed, direction, duration of visit, or other location attribute. Optionally, step 606 receives a plurality of secondary location datum (location data). Processing then continues to step 608 to determine a correlation between the context and the second location datum received in step 602 or the plurality of secondary location datum received in step 606. Processing continues to step 610 whereby the correlation is classified as either a member of the generic tier 206, predictive tier 204, or direct tier 202.
If classification step 610 determines the correlation indicates a member of generic tier 206, process 600 ends. If classification step 610 determines the correlation is a member of the direct tier 202 processing may continue or, as discussed in more detail below, additional processing may be performed.
If classification step 610 determines the correlation indicates a member of predictive tier 204, processing continues to step 618. Step 618 determines a marketability correlation for the commerce function. In one embodiment the commerce function may be previously determined, such as the selling of automobiles to users having of predictive interest in purchasing an automobile. In another embodiment, the commerce function is determined based upon other factors, such as the second location datum. For example, the second location datum may indicate the user's presence at a car dealership during closed hours, such as when just “killing time” or shopping without wishing to interact with a sales person. Therefore, one marketability correlation may comprise an enticement to return to the dealership during business hours. Step 618 may determine a single marketability correlation or a plurality.
Step 620 determines if the marketability correlation is above a previously determined threshold. For example, a threshold may be set that requires a user to visit two dealerships (e.g., a first and second or a second and third location datum) during times when both dealerships are closed before a marketable response is initiated. In another example, a plurality of second location datum is provided with a correlation factor, such as visiting a car dealership once during off-hours is a 0.1, visiting two car dealerships during the same week, is a 0.3, etc. A user's action, as determined by second location datum, is then evaluated to determine a score and, if above the threshold amount, processing continues to step 622, otherwise processing may terminate. As can be appreciated, the specific threshold may be determined as a matter of design choice.
Optionally, direct tier 202 may be processed, such as one source of a third location datum. For example, optional step 624 may analyze direct tier 202 to determine if a modification to the marketing activity determined in step 622 is justified and, if so, processing continues to step 626. For example, visiting an automobile dealership, but not making a purchase, may normally be considered a direct tier 202 activity when performed during normal business hours for the dealership. However, if no purchase is made and the user provided no contact information to the dealership, step 624 may determine that the user should be assigned to a modified marketing activity of step 626, such as to provide the user with an incentive to return to the dealership.
As a further option, steps 628 and 630 may be performed. Step 628 may analyze generic tier 628, such as a source of third location datum. Step 630 may then modify a marketing activity, such as one determined by step 622. For example, a first and second location datum (e.g., visiting car dealerships) may lead to a marketing activity (e.g., attempt to get the user to visit Alpha Motors). However, step 628 may reveal the user has other business with the car dealerships (e.g., installing office equipment, etc.). Therefore, the marketing activity may be modified or even cancelled by step 630. In another embodiment, the generic activity analyzed by step 628 (e.g., taking the bus) may cause step 630 to modify a marketing activity of step 622 (e.g., entice the user to take a test drive) to reflect the lack of use of their current automobile, such as enticement to take an extended multi-day test drive.
In the foregoing description, for the purposes of illustration, methods were described in a particular order. It should be appreciated that in alternate embodiments, the methods may be performed in a different order than that described. It should also be appreciated that the methods described above may be performed by hardware components or may be embodied in sequences of machine-executable instructions, which may be used to cause a machine, such as a general-purpose or special-purpose processor (GPU or CPU) or logic circuits programmed with the instructions to perform the methods (FPGA). These machine-executable instructions may be stored on one or more machine readable mediums, such as CD-ROMs or other type of optical disks, floppy diskettes, ROMs, RAMs, EPROMs, EEPROMs, magnetic or optical cards, flash memory, or other types of machine-readable mediums suitable for storing electronic instructions. Alternatively, the methods may be performed by a combination of hardware and software.
Specific details were given in the description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits may be shown in block diagrams in order not to obscure the embodiments in unnecessary detail. In other instances, well-known circuits, processes, algorithms, structures, and techniques may be shown without unnecessary detail in order to avoid obscuring the embodiments.
Also, it is noted that the embodiments were described as a process, which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations can be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed, but could have additional steps not included in the figure. A process may correspond to a method, a function, a procedure, a subroutine, a subprogram, etc. When a process corresponds to a function, its termination corresponds to a return of the function to the calling function or the main function.
Furthermore, embodiments may be implemented by hardware, software, firmware, middleware, microcode, hardware description languages, or any combination thereof. When implemented in software, firmware, middleware or microcode, the program code or code segments to perform the necessary tasks may be stored in a machine readable medium, such as storage medium. A processor(s) may perform the necessary tasks. A code segment may represent a procedure, a function, a subprogram, a program, a routine, a subroutine, a module, a software package, a class, or any combination of instructions, data structures, or program statements. A code segment may be coupled to another code segment or a hardware circuit by passing and/or receiving information, data, arguments, parameters, or memory contents. Information, arguments, parameters, data, etc. may be passed, forwarded, or transmitted via any suitable means including memory sharing, message passing, token passing, network transmission, etc.
While illustrative embodiments of the disclosure have been described in detail herein, it is to be understood that the inventive concepts may be otherwise variously embodied and employed, and that the appended claims are intended to be construed to include such variations, except as limited by the prior art.

Claims

What is claimed is:

1. A system, comprising:

a server comprising at least one processor;

a communication interface logically connecting the server to a network; and

wherein the server is configured to perform:

receiving a first and second location datum of a portable device associated with a user, the first and second location datum having at least dissimilar times;

determining a context from the first location datum;

determining a relationship between the second location datum and the context; and

assigning the user to a marketing activity selected in accord with the relationship.

2. The system of claim 1, wherein the user device further comprises an application operable to receive the first and second location datum from the location sensing module and provide the location datum to the server.

3. The system of claim 2, wherein the application is specific to the context.

4. The system of claim 1, wherein the marketing activity is presented to a user via the user device.

5. The system of claim 1, wherein each of the first and second location datum comprises at least one of a proximate activity, proximate event, proximate type of structure, proximate type of business, proximate specific business, time, date, direction of travel, speed, starting point of travel, ending point of travel, and stops made between a starting point of travel and an ending point of travel.

6. The system of claim 1, wherein the server is further configured to perform:

receiving a third location datum, being different from the second location datum, from the portable device;

determining a correlation between the context and the third location datum and based on the level of correlation classifying the third location datum within one of the direct tier, the predictive tier, and the generic tier;

analyzing, the third location datum when classified as the predictive tier to determine a marketability correlation for the commerce function; and

analyzing, the location data classified as the predictive tier to determine the marketability correlation for the commerce function.

7. The system of claim 6, wherein the server is further configured to perform:

analyzing a third location datum when classified as the indicative tier to determine a modified marketability correlation for the commerce function; and

upon determining the modified marketability correlation is above a previously defined threshold, assigning the user to a modified marketing activity for the commerce function.

8. The system of claim 1, wherein the server is further configured to perform:

providing a pre-selected location datum, selected from location data previously classified as the predictive tier, to the user device; and

analyzing the second location datum to determine whether the location datum substantially matches the pre-selected location datum.

9. The system of claim 8, wherein the user device performs the step of analyzing the location datum.

10. A method, comprising:

accessing a context comprising a commerce function;

determining a context from a first location datum;

determining a correlation between the context and the second location datum and, based on the level of correlation, classifying the second location datum within one of a direct tier, a predictive tier, and a generic tier;

analyzing, the second location datum classified as the predictive tier to determine a marketability correlation for the commerce function; and

upon determining the marketability correlation is above a previously defined threshold, assigning the user with a marketing activity for the commerce function.

11. The method of claim 10, further comprising:

receiving a contact from the user to a contact center regarding a purpose;

responding to the user to address the purpose; and

presenting a marketing purpose selected in accord with the marketing activity to the user.

12. The method of claim 10, further comprising, presenting content on the portable display in accord with the marketing activity.

13. The method of claim 10, further comprising:

determining a correlation between the context and the third location datum and based on the level of correlation classifying the third location datum within one of the direct tier, the predictive tier, and the generic tier; and

analyzing, the third location datum classified as the predictive tier to determine a marketability correlation for the commerce function; and

14. The method of claim 10, further comprising:

analyzing the third datum classified as the indicative tier to determine a modified marketability correlation for the commerce function; and

upon determining the modified marketability correlation is above a previously defined threshold, assigning the user with a modified marketing activity for the commerce function.

15. The method of claim 10, further comprising:

analyzing the second location datum comprising determining whether the location datum substantially matches the pre-selected location datum.

16. The method of claim 15, wherein the user device performs the step of analyzing the second location datum.

17. A non-transitory computer readable medium with instructions thereon that when read by a computer cause the computer to perform:

accessing a context comprising a commerce function;

receiving a first and second location datum of a portable device associated with a user;

determining a context from the first location datum;

upon determining the marketability correlation is above a previously defined threshold, assigning the user to a marketing activity for the commerce function.

18. The non-transitory medium of claim 17, further comprising, instructions to presenting content on the portable display in accord with the marketing activity.

19. The non-transitory medium of claim 17, further comprising instructions to perform:

receiving a third location data, different from the second location datum, from the portable device associated with the user;

determining a correlation between the context and the third location datum and, based on the level of correlation, classifying the third location datum within one of the direct tier, the predictive tier, and the generic tier; and

analyzing, the third location datum classified as with the predictive tier to determine the marketability correlation for the commerce function.

20. The non-transitory medium of claim 17, further comprising instructions to perform:

analyzing, by the user device, the second location datum comprising determining whether the second location datum substantially matches the pre-selected location datum;

in response to the step of analyzing determining the second location datum substantially matches the pre-selected location datum, causing the user device to present the marketing activity.