Patent ID: 11935074
Assignee: IGT
Field: Control (Instruments)
Classification: CPC G | IPC G

Claim 9:
10. A casino patron engagement system comprising:
a server configured to securely communicate with a plurality of casino employee mobile devices, wherein each of the casino employee mobile devices is loaded with an employee application and configured to search for casino patron mobile profile beacons that are outputted by a plurality of casino patron mobile devices of a plurality of casino patrons, wherein the casino patron mobile devices are each loaded with a casino mobile patron profile application and configured to automatically output a casino patron mobile profile beacon associated with that casino patron mobile device including broadcast packets receivable and identifiable by the casino employee mobile devices;
the server further configured to send to each of the plurality of casino employee mobile devices casino employee achievement measurement data displayable by said casino employee mobile device;
the server further configured to receive from the casino employee mobile devices profile ID data that is obtained by the casino employee mobile devices as a result of detecting the casino patron mobile profile beacons outputted by the casino patron mobile devices; and
the server further configured to:
responsive to an occurrence of a patron engagement campaign initialization event for a first casino patron of the plurality of casino patrons:
initialize a patron engagement campaign for the first casino patron and assign a first casino employee mobile device from the plurality of casino employee mobile devices an engagement task of the patron engagement campaign based at least in part on (1) a location of the first casino employee mobile device, (2) a quantity of tasks assigned to the first casino employee mobile device, and at least one of (3a) a patron satisfaction ranking associated with the first casino employee mobile device or (3b) an employee history associated with the first casino employee mobile device and the first casino patron; and
enable the first casino employee mobile device to display a floor map comprising an employee location indicator representing a current location of the first casino employee mobile device and a patron location indicator representing a current location of the casino patron mobile device of the first casino patron, the patron location indicator being user-selectable to display information for interaction with the first casino patron, said information comprising an image of the first casino patron, a name of the first casino patron, and an indication of a complementary item previously provided to the first casino patron;
cause a display, by a display device of one of an electronic gaming machine and the first casino patron mobile device, of a survey that enables the first casino patron to provide patron feedback after the selected casino employee completes a task for the first casino patron;
receive the patron feedback from the one of the electronic gaming machine and the first casino patron mobile device; and

responsive to an occurrence of a patron intervention campaign initialization event for a second casino patron of the plurality of casino patrons based on an estimated emotional state of the second casino patron:
initialize a patron intervention campaign for the second casino patron and assign a second casino employee mobile device from the plurality of casino employee mobile devices an intervention task of the patron intervention campaign based at least in part on (1) a location of the second casino employee mobile device, (2) a quantity of tasks assigned to the second casino employee mobile device, and at least one of (3a) a patron satisfaction ranking associated with the second casino employee mobile device or (3b) an employee history associated with the second casino employee mobile device and the second casino patron; and
assign a higher priority to the patron intervention campaign for the second casino patron than the patron engagement campaign for the first casino patron, wherein the higher priority is graphically indicated on the floor map via the patron location indicator for the first casino patron and a patron location indicator for the second casino patron;
cause a display, by a display device of one of an electronic gaming machine and the second casino patron mobile device, of a survey that enables the second casino patron to provide patron feedback after the selected casino employee completes a task for the second casino patron; and
receive the patron feedback from the one of the electronic gaming machine and the second casino patron mobile device.