US20230230106A1

US20230230106A1 - Real-time integration of analytics for online services

Info

Publication number: US20230230106A1
Application number: US18/125,475
Authority: US
Inventors: Taylor Dixon Burke
Original assignee: NCR Corp
Current assignee: NCR Voyix Corp
Priority date: 2018-07-26
Filing date: 2023-03-23
Publication date: 2023-07-20
Also published as: US11699163B2; US20200034856A1

Abstract

A provider-based platform analytics engine provides real-time analytics to online services for providers. The analytics are integrated into customer-facing interfaces of the online services for providing meaningful real-time information and recommendations to consumers during customer order processing.

Description

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation of U.S. patent application Ser. No. 16/045,976, filed Jul. 26, 2018, which application and publication is incorporated herein by reference in its entirety.

BACKGROUND

Many online and mobile-based services are available in the industry to provide services to consumers. Retailers may include their own online infrastructure for providing services directly to their customers through mobile services. However, some online services act as a middleware between consumers and retailers. For example, a variety of middleware online services have recently become popular with consumers, such as Uber Eats™, Postmates™, Grub Hub™, Door Dash™, and others.
Rather than, these middleware services having to directly interface with each of the available retail providers, the middleware service may rely on a third-party service that provides an interface from the middleware services to a plurality of retail providers. One such third-party online service is the Omni-Channel Decision Support Platform (ODSP™), distributed by NCR®, Inc.
The third-party service facilitates integration between the middleware services and participating retail providers available to consumers through mobile applications (apps) interfaced to the middleware services.
However, existing third-party services provide very little real-time and intelligent information about the retail providers to the middleware services, and what is provided is information with respect to a particular provider (selected by an ordering consumer) and not with respect to all available providers. Furthermore, the information for a particular provider does not provide enough detail, such that the ordering consumer can make an intelligent decision as to whether an order should be placed with a given retail provider or placed with a different available retail provider.
Accordingly, there is a need to provide integration of real-time analytics regarding retail providers to middleware online services when ordering consumers are attempting to place orders with those middleware online services.

SUMMARY

In various embodiments, methods and a system for real-time integration of analytics for online services are presented.
According to an embodiment, a method for real-time integration of analytics for online services is presented. Specifically, and in one embodiment, metrics from a plurality of providers and a data store are obtained. Analytics are produced from the metrics and the analytics are delivered to an online service for integration into an order process that a consumer is engaged in with the online service.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of a system for real-time integration of analytics for online services, according to an example embodiment.

FIG. 2 is a diagram of a method for real-time integration of analytics for online services, according to an example embodiment.

FIG. 3 is a diagram of another method for real-time integration of analytics for online services, according to an example embodiment.

FIG. 4 is a diagram of a system for real-time integration of analytics for online services, according to an example embodiment.

DETAILED DESCRIPTION

FIG. 1 is a diagram of a system 100 for real-time integration of analytics for online services, according to an example embodiment. It is to be noted that the components are shown schematically in greatly simplified form, with only those components relevant to understanding of the embodiments being illustrated.
Furthermore, the various components (that are identified in the FIG. 1 ) are illustrated and the arrangement of the components is presented for purposes of illustration only. It is to be noted that other arrangements with more or less components are possible without departing from the teachings of real-time integration of analytics for online services, presented herein and below.
The system 100 includes a plurality of online order service servers 110, each executing a consumer-facing application (app) interface 112 and a novel order/delivery Application Programming Interface (API) 111. Moreover, the system 100 includes a plurality of consumer-operated mobile devices 120 each executing at least one order/deliver mobile application (app) 121. Further, the system 100 includes a novel order/delivery platform server 130 executing a provider manager 131 and fulfillment/analytics engine 132. Finally, the system includes a plurality of provider services 140, each executing an order API 141.
During operation of the system 100, a consumer interacts with the order/delivery app 121 on the consumer's device 120 for purposes of placing an order or attempting to place an order for a good or service being provided by a provider associated with one of the provider servers 140. The order/delivery app 121 establishes a network connection with the app interface 112 for an online order service associated with an order service servers 110. The app 121 and app interface 112 provides a variety of features and options to the consumer, defined and maintained by the online order service.
The order placement and/or payment for any placed order can be handled through the platform server 130 through the provider manager 131 and interaction with a particular provider's order API 141.
Once the consumer has selected a particular type of retail provider or a particular type of food that the consumer is interested in through the interaction between the app 121 and the app interface 112, the particular type and other details regarding the consumer's order are communicated from the order/delivery API 111 to the fulfillment/analytics engine 132.
The engine 132 may be continuously and in real-time processing the provider manager 131 to gather useful metrics from each of the provider services. This processing occurs before the consumer's actual order. The metrics may include such things as, and for each provider retail location: current wait times for fulfilling new orders, size of the current unfulfilled order queue, items being ordered including side items (such as: salads, pizza toppings, appetizers, desserts, etc.), origination source of each order (such as: received through an online order service, direct call from consumers, received from provider's online service, etc.), time each order within a last configured period of time was placed, time each order within the last configured of time was fulfilled, and other metrics.
The platform server 130 includes a database for the gathered metrics from the provider servers 140. The database metrics are organized and maintained at least for: 1) each provider type (such as: American, Italian, Mexican, Chinese, French, Indian, steak, fast food, sea food, etc.), 2) each retail provider for each provider type (such as: McDonalds®, Panera®, Olive Garden®, etc.), and 3) each provider location for each provider (such as: McDonalds located on street X in city Y (geographical location for each retail provider outlet), etc.).
The engine 132 provides analytics from the gathered metrics through searching the database in real time to obtain and processing the returned metrics to provide analytics that can be provided in real time to the order/delivery API 111. Such analytics may at least include: 1) the average fulfillment time at provider locations (within a given geographical range) for multiple different providers of a same provider type, 2) most popular ordered items from a particular provider type, a particular provider, and/or a particular provider at a particular provider's location (determined over a given period of time), 3) most popular ordered side items from a particular provider type, a particular provider, and/or a particular provider at a particular provider's location (determined over a given period of time), 4) most popular other items ordered for a given ordered item from a particular provider type, a particular provider, and/or a particular provider at a particular provider's location (determined over a given period of time), and/or 5) most popular items ordered on a given calendar date or day of week from a particular provider type, a particular provider, and/or a particular provider at a particular provider's location (based on the given calendar date or day of week—this can identify promotions from providers that are recurring and/or identify provider items that are only available for ordering on certain calendar days or days of the week).
In an embodiment, the provider manager 131 may also interact with the order API 141 to obtain or receive current promotions being offered by a provider. For example, on Tuesday during June there is a free appetizer for any meal ordered. The engine 132 can record such promotions in the database, such that the current available promotions for a particular provider or a particular provider's location can be provided by the engine 132 in real time to the order/delivery API 111.
The engine 132 delivers the analytics in real time to the order/delivery API 111. The online order service can then integrate the analytics through the app interface 112 to provide the consumer through the app 121 with recommendations or informed information regarding an order or potential order of the consumer.
For example, consider the following scenario. A consumer accesses an Uber Eats® mobile app 121 and orders a pizza. The pizza order is communicated through the order/delivery API 111 to the engine 132. The engine 132 uses the provider manager 131 for interacting with order APIs 141 from Papa John's® and Domino's® (two pizza providers within a given geographical range of the consumer's current location (obtained by the app interface 112 with the order from the app 121, which uses location services on the device 120)) to obtain current metrics with respect to current timeliness of both pizza providers. The engine 132 may also search the database maintained on the platform server 130 to obtain current and real-time timeliness for pizza providers (such as average response times from the pizza providers over the last 30 minutes and 1 hour respectively, average response times for the pizza providers for the day of the week and time associated with the order, etc.). The engine 132 returns the various time averages or a single time average for each pizza provider back to the order delivery API 111. The online order service may then select the faster of the two pizza providers to service a pizza order from the consumer and suggest to the consumer to use that one since it is more timely and/order the time averages for both pizza providers are provided for the consumer to make his/her own decision. The consumer can now make an intelligent decision as to whether the consumer wants to select one or the other pizza provider based on the current average time for fulfillment of the order by the two pizza providers.
In another scenario, consider a consumer orders a pizza from Uber Eats® using the app 121 and performs the interactions as discussed above in the previous scenario. The engine 132 searches the database for recent pizza order metrics when ordering pizza (based on location, based on particular pizza providers) and the metrics are processed to generated analytic information representing the top side items that consumers also order for a given period of time (last week, last 2 hours, on Fridays over the last month, etc.). The analytic information (top side items) is then returned back to the order/delivery API 111 as a list and the app interface 112 makes suggestions to the consumer to order one or more of the side items from the list within the app 121.
In still other scenarios, the app interfaces 112 of online order services can process the analytics provided by the engine 132 to deliver specific useful recommendations to consumers during the ordering process through the customer-facing interface of their apps 121. For example, “people at this Chick-Fil-A® typically like ordering a small ice cream, would you like to add this to your order?” As another example, “if you order from this Papa John's®, your delivery time will be 15 minutes quicker right now.” In fact, a variety of useful recommendations can be provided to the consumers during the ordering process with the analytics provided by the engine 132; as such, the invention is not intended to be restricted to just the above-illustrated scenarios.
In an embodiment, the order/delivery API 111 and the engine 132 can continuously interact with one another in advance of any particular consumer order, such that the app interface 112 is pre-populated with analytics regarding particular provider types, particular providers, particular provider locations, particular items that may be ordered, and various combinations of these things. This continuous interaction can be refreshed at configurable intervals of time (such as every 30 minutes to an hour). In this way, the timeliness of responding to particular consumer orders with analytics can be improved. Such interaction can be configured for particular analytics of interest to the online services based on each online services knowledge of their customers.
In an embodiment, the device 120 is one of: a phone, a tablet, a wearable processing device, a laptop, a voice-enabled network device (Google Home®, Amazon Echo®, Apple Siri®, etc.), and a desktop computer.
In an embodiment, the servers 110, 130, and/or 140 are organized as a collection of cooperating servers that operate as a single server in a cloud processing environment.
In an embodiment, the platform server 130 is subsumed within a particular provider server 140 or the platform server 130 is subsumed within a particular order service server 110.
In an embodiment, the platform server 130 is an enhanced version of ODSP®, distributed by NCR®, Inc. and enhanced with the engine 132 to provide the integration of analytics with online order services.
These and other embodiments are now discussed with reference to the FIGS. 2-4 .
FIG. 2 is a diagram of a method 200 for real-time integration of analytics for online services, according to an example embodiment. The software module(s) that implements the method 200 is referred to as an “analytics engine.” The analytics engine is implemented as executable instructions programmed and residing within memory and/or a non-transitory computer-readable (processor-readable) storage medium and executed by one or more processors of a device. The processor(s) of the device that executes the analytics engine are specifically configured and programmed to process the analytics engine. The analytics engine has access to one or more network connections during its processing. The network connections can be wired, wireless, or a combination of wired and wireless.
In an embodiment, the device that executes the analytics engine is the platform server 130. In an embodiment, the server 130 is a cloud processing environment that comprises multiple servers cooperating with one another as a single server.
In an embodiment, the analytics engine is the all or some combination of the provider manager 131 and/or the engine 132.
At 210, the analytics engine obtains metrics from a plurality of retail providers. In an embodiment, the retail providers are associated with particular food service retailers and provide interaction through the order API 141 for providing the metrics and taking online orders from the provider manager 131. The provider manager 131 is associated with the same platform server 130 as the analytics engine 132 (the analytics engine is the analytics engine 132). This provides for automated and dynamic network-based interaction between the analytics engine and each of the providers.
In an embodiment, at 211, the analytics engine obtains the metrics in real time responsive to a particular order received from the online service during the order process. In an embodiment, the online service is the online order and delivery server 110 that interacts with a consumer through the app interface 112 and interacts with the analytics engine through the order/delivery API 111.
In an embodiment, at 212, the analytics engine obtains the metrics at preconfigured intervals of time from the providers independent of the order process. That is, the analytics engine may obtain and house ordering metrics from the providers at preconfigured intervals of time (such as every thirty minutes) and house those metrics in a database accessible from the platform server 130 that executes the analytics engine, such that the analytics engine has the metrics in advance of a request for a particular order received from the online order and delivery service.
In an embodiment, at 213, the analytics engine obtains the metrics from the providers as order details associated with orders that have been placed at each of the providers within a given period of time.
At 220, the analytics engine produces analytics from the metrics obtained at 210. The analytics are generated/calculated from the metrics.
In an embodiment, at 221, the analytics engine selectively groups the metrics as one or more groupings based on an order associated with the order process. The analytics engine calculates the analytics from the one or more groupings. Such calculations can be made on the metrics of the groupings to produce analytics that include: an average current fulfillment time at each of the producer locations for the producers for orders being placed, most popular side items at the producer locations when an item being ordered during the order process was ordered, and others as was discussed above with the system 100 of the FIG. 1 .
In an embodiment of 221 and at 222, the analytics engine produces the one or more groupings as combinations of the metrics gathered for: a particular type of produce (as discussed above with the FIG. 1 ), a particular produce at a particular producer location (as discussed above with the FIG. 1 ), a particular item associated with the order (as discussed above with the FIG. 1 ), a particular geographical range (as discussed above with the FIG. 1 ), item fulfillment times (as discussed above with the FIG. 1 ), and other items ordered with the particular item is ordered (as discussed above with the FIG. 1 ).
At 230, the analytics engine delivers the analytics to an online order and delivery service for integration into an order process that the consumer is engaged in with the online service. Integration can include the online service processing the analytics to provide a real-time recommendation to the consumer during the order process.
In an embodiment, at 231, the analytics engine delivers the analytics in response to an order provided by the online service. The order is initiated by the consumer with the online service as part of the order process.
In an embodiment, at 232, the analytics engine delivers the analytics in advance of any actual order initiated by the consumer with the online service as part of the order process. This was discussed above with the discussion of the FIG. 1 and can improve processing responsiveness between the online service and the consumer operated device 120 by essentially caching the analytics at the online service server 110 associated with the app interface 112 of the online service, such that the analytics are immediately available for the online service to process and make recommendations to the consumers.
According to an embodiment, at 240, the analytics engine interacts and places an order received from the online service, received from the online service and as placed by the consumer, with a particular provider to complete the order process.
FIG. 3 is a diagram of another method 300 for real-time integration of analytics for online services, according to an example embodiment. The software module(s) that implements the method 300 is referred to as a “fulfillment/analytics manager.” The fulfillment/analytics manager is implemented as executable instructions programmed and residing within memory and/or a non-transitory computer-readable (processor-readable) storage medium and executed by one or more processors of a device. The processors that execute the fulfillment/analytics manager are specifically configured and programmed to process the fulfillment/analytics manager. The fulfillment/analytics manager has access to one or more network connections during its processing. The network connections can be wired, wireless, or a combination of wired and wireless.
In an embodiment, the device that executes the fulfillment/analytics manager is the platform server 130. In an embodiment, the server 130 is a cloud processing environment that comprises multiple servers cooperating with one another as a single server.
In an embodiment, the fulfillment/analytics manager is all or some combination of the provider manager 131, the engine 132, and/or the method 200.
The fulfillment/analytics manager presents another and in some ways enhanced processing perspective to that which was described above with the FIG. 2 .
At 310, the fulfillment/analytics manager receives at least a portion of an order from an online order and delivery service that is engaged in an order process with a consumer. In an embodiment, the online service is the processing (111 and 112) associated with the online service server 110.
At 320, the fulfillment/analytics manager obtains metrics from providers with respect to received orders and fulfilled orders for a given period of time that are occurring at the providers based on the portion of the order received at 310.
In an embodiment, at 321, the fulfillment/analytics manager acquires other metrics for the producers and combines the other metrics with the metrics. That is, the fulfillment/analytics manager may be continually requesting and gathering metrics for orders being placed at the producers and housing such other metrics in a database (as was discussed above with the FIG. 1 ). In this manner, the fulfillment/analytics manager may have a history of order metrics for each of the producers available to combine with the real-time metrics for processing.
At 330, the fulfillment/analytics manager generates analytics from the metrics. This can be any of the analytics discussed above with the FIGS. 1 and 2 .
In an embodiment, at 331, the fulfillment/analytics manager produces the analytics as current average order fulfillment times at the providers for the order.
In an embodiment, at 332, the fulfillment/analytics manager produces the analytics as a list of additional items most frequently ordered with a particular item associated with the portion of the order that is being ordered during the order process.
In an embodiment, at 333, the fulfillment/analytics manager produces the analytics as a list of currently most popular ordered items that are being ordered at the providers.
In an embodiment, at 334, the fulfillment/analytics manager produces the analytics as a list of currently most popular ordered items that are being ordered at the providers.
In an embodiment, at 335, the fulfillment/analytics manager as an ordered list of most popular ordered items that are being ordered across all of the providers as a whole.
In an embodiment, at 336, the fulfillment/analytics manager produces the analytics as an ordered list of most popular ordered items are ordered for a geographical region associated with the providers and other providers within the geographical region.
In an embodiment, at 340, the fulfillment/analytics manager receives from the online service other portions of the order and places the order consistent with the other portions of the order with a particular provider to initiate order fulfillment processing at the particular provider.
FIG. 4 is a diagram of a system 400 for real-time integration of analytics for online services, according to an example embodiment. The system 400 includes a variety of hardware components and software components. The software components of the system 400 are programmed and reside within memory and/or a non-transitory computer-readable medium and execute on one or more processors of the system 400. The system 400 communicates over one or more networks, which can be wired, wireless, or a combination of wired and wireless.
In an embodiment, the system 400 implements, inter alia, the processing described above with the FIGS. 1-3 .
The system 400 is the system 100.
The system 400 includes a server 401 and an analytics engine 402.
In an embodiment, the server 401 is the platform server 130. In an embodiment, the server 130 is a collection of servers that cooperate as a cloud processing environment.
The analytics engine 402 is a set of executable instructions that is executed on one or more hardware processors of the server 401 from a non-transitory computer-readable storage medium or memory.
The analytics engine 402 is configured to: i) receive order information from an online middleware order and delivery service 403 during an order process between a consumer and the online middleware order and delivery service, ii) obtain real-time ordering metrics from a plurality of providers, iii) generate at least one analytic from the real-time ordering metrics, and iv) provide the at least one analytic to the online middleware order and delivery service 403 during the order process.
In an embodiment, the system 400 further includes the online middleware order and delivery service 403. The online middleware order and delivery service 402 is configured to provide at least one recommendation to the consumer during the order process based on the at least one analytic.
It is to be noted that although the various examples presented were within the context of online middleware food service providers, other embodiments of the invention are not so limited, such that any retailer middleware service that sells products other than food can benefit from the teachings presented herein and above.
It should be appreciated that where software is described in a particular form (such as a component or module) this is merely to aid understanding and is not intended to limit how software that implements those functions may be architected or structured. For example, modules are illustrated as separate modules, but may be implemented as homogenous code, as individual components, some, but not all of these modules may be combined, or the functions may be implemented in software structured in any other convenient manner.
Furthermore, although the software modules are illustrated as executing on one piece of hardware, the software may be distributed over multiple processors or in any other convenient manner.
The above description is illustrative, and not restrictive. Many other embodiments will be apparent to those of skill in the art upon reviewing the above description. The scope of embodiments should therefore be determined with reference to the appended claims, along with the full scope of equivalents to which such claims are entitled.
In the foregoing description of the embodiments, various features are grouped together in a single embodiment for the purpose of streamlining the disclosure. This method of disclosure is not to be interpreted as reflecting that the claimed embodiments have more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive subject matter lies in less than all features of a single disclosed embodiment. Thus the following claims are hereby incorporated into the Description of the Embodiments, with each claim standing on its own as a separate exemplary embodiment.

Claims

1. (canceled)

2. A method, comprising:

processing a first application programming interface (API) for interaction with a middleware online order and delivery service;

processing a second API for obtaining metrics relevant to orders and order fulfillment from provider servers of providers;

calculating analytics for each provider and combinations of the providers based on the corresponding metrics; and

integrating certain analytics relevant to a current order received by the middleware online order and delivery service causing the certain analytics to be presented within a user interface of the middleware online order and delivery service during the current order for a user who is associated with the current order to select a given provider to fulfill the current order base at least in part on the certain analytics.

3. The method of claim 2, wherein processing the second API further includes updating the metrics at preconfigured intervals of time.

4. The method of claim 3, wherein updating further includes updating the metrics responsive to a notification received for the current order from the middleware online order and delivery service via the first API.

5. The method of claim 2, wherein processing the second API further includes receiving the metrics from the provides when the providers receive real-time orders to fulfill.

6. The method of claim 2, wherein calculating further includes maintaining the combinations by provider type, by geographic range, and by an item offered by the providers.

7. The method of claim 2, wherein integrating further includes providing the certain analytics to the middleware online order and delivery service in advance of the current order being received through the user interface from the user.

8. The method of claim 2, wherein integrating further includes providing the certain analytics to the middleware online order and delivery service responsive to the current order being provided by the middleware online order and delivery service through the first API.

9. The method of claim 8 further comprising, placing the current order with the given provider on behalf of the middleware online order and delivery service.

10. The method of claim 2, wherein processing the second API further includes obtain current promotions offered by the providers.

11. The method of claim 10, wherein integrating further includes providing certain promotions with the certain analytics to the middleware online order and delivery service for the current order.

12. The method of claim 2, wherein integrating further includes causing the middleware online order and delivery service to make recommendations via the user interface to the user for the current order based on the certain analytics.

13. A method, comprising:

providing a network-based analytic platform integrated into online ordering processed by a middleware online order and delivery service and providers to fulfill online orders of consumers;

obtaining, by the network-based analytic platform, order metrics for the online orders fulfilled by the providers;

calculating and maintaining, by the network-based analytic platform, order and fulfillment analytics for the providers based on the order metrics; and

providing, by the network-based analytic platform, relevant order and fulfillment analytics to the middleware online order and delivery service during current orders received through a user interface of the middleware online order and delivery service by the consumers.

14. The method of claim 13, wherein obtaining further includes obtaining, by the network-based analytic platform, promotions offered by the providers.

15. The method of claim 14, wherein providing further includes providing, by the network-based analytic platform, relevant promotions with the relevant order and fulfillment analytics to the middleware online order and delivery service during the current orders.

16. The method of claim 13, wherein calculating further includes maintaining the order and fulfillment analytics by provider, by provider type, by combinations of providers, by geographical ranges, by items ordered, by item fulfillment times, and by item types ordered.

17. The method of claim 13, wherein obtaining further includes updating the metrics each time a certain provider receives and fulfills a given online order.

18. The method of claim 17, wherein providing the relevant order and fulfillment analytics further includes providing the relevant order and fulfillment analytics to the middleware online order and delivery service in advance of any given current order being received by the middleware online order and delivery service through the user interface.

19. The method of claim 17, wherein providing the relevant order and fulfillment analytics further includes providing the relevant order and fulfillment analytics in response to a notification from the middleware online order and delivery service of a given current order being initiated by a given consumer through the user interface of the middleware online order and delivery service.

20. A system, comprising:

a server comprising at least one processor and a non-transitory computer-readable storage medium, wherein the server is part of a cloud processing environment;

the non-transitory computer-readable storage medium comprises executable instructions;

the executable instructions executed by the at least one processor from the non-transitory computer-readable storage medium causing the at least one processor to perform operations comprising:

21. The system of claim 20, wherein the operations associated with processing the second API further includes receiving the metrics from the corresponding provider servers each time a given order is received and fulfilled by the corresponding providers.