Patent ID: 9082149
Filing Date: 2015-07-14
Classification: G06Q,H04M

Abstract:
1. A computer-implemented method implemented at a commerce server for a merchant, the merchant having one or more physical retail store locations, the computer-implemented method comprising: receiving, with a processing device of the commerce server, a consumer initiated electronic help request signal from an augmented reality device worn by a consumer shopping for an item in a physical retail store location, the physical retail store location selected from among the one or more physical retail store locations and with the augmented reality device including a camera configured to generate a video signal relating to the item and at least one of a position sensor, an orientation sensor, a proximity sensor, a distance sensor, a direction sensor, and an accelerometer configured to generate an motion signal indicative of consumer motion relative to the item; determining, with the processing device, the identity of the item based on the video signal and the motion signal; accessing consumer characteristics data from a consumer database, the consumer characteristics data defining one or more consumer characteristics of the consumer; accessing item characteristics data from an item database, the item characteristics data defining one or more item characteristics of the item; accessing sales assistant characteristics from a sales assistant database, the sales assistant characteristics defining one or more sales assistant characteristics for each of a plurality of sales assistants associated with the merchant, the one or more sales assistant characteristics including indications of past success providing remote assistance with one or more item categories and any specialized training or experience; selecting, with the processing device, an appropriate sales assistant to help the consumer, including: for each of the plurality of sales assistants, comparing the defined one or more sales assistant characteristics, including indications of past success with providing remote assistance in an item category including the item and any specialized training or experience, to the defined one or more consumer characteristics and to the defined one or more defined item characteristics; identifying a remotely located sales assistant having requisite capabilities to assist the consumer based on the comparisons, the remotely located sales assistant at a physical location external to the physical retail store location; and confirming that the remotely located sales assistant is available to promptly provide the consumer with assistance related to the item via further electronic communication from the physical location based on the one or more sales assistant characteristics for the remotely located sales assistant indicating that the remotely located sales assistant is not engaged in electronic communication with another consumer; and selecting the remotely located sales assistant as the appropriate sales assistant in response to the confirmation; and linking, with the processing device, the augmented reality device in communication with an electronic computing device operated by the appropriate sales assistant to facilitate the further electronic communication, including relaying sensor data sensed at the augmented reality device to the electronic computing device through the commerce server, the relayed sensor data relayed to the electronic computing device to make the appropriate sales assistant aware of circumstances associated with the electronic help request for the item; receiving, at the processing device, a receipt signal containing a list of items purchased by the consumer; and determining, with the processing device, if the item for which help was provided is on the list of items.