Patent Publication Number: US-11042834-B2

Title: Voice-enabled substitutions with customer notification

Description:
CROSS-REFERENCE TO RELATED APPLICATION 
     The present application claims the benefit of U.S. patent application Ser. No. 62/445,275 for Voice-Enable Substitutions with Customer Notification filed Jan. 12, 2017, which is hereby incorporated by reference in its entirety. 
    
    
     FIELD OF THE INVENTION 
     The present invention relates to picking systems, particularly picking systems using voice recognition. 
     BACKGROUND 
     Generally speaking, click-and-collect workflow is an emerging approach in retail industry. While offering multiple benefits of streamlining order fulfillment process, the approach is still lacking an easy way of keeping track and making on-the-fly corrections for shorted products, as well as providing non-invasive customer notification. 
     Therefore, a need exists for a method and system capable of accounting for incomplete item quantities, and efficiently addressing replacement options. One way to resolve such shortcoming includes implementing voice-enabled solutions in the click-and-collect workflow, with following automatic customer notification. Such an approach can not only speed up the order fulfillment process, but also improve the worker and customer satisfaction, thus leading to maximized sales and increased revenue. 
     SUMMARY 
     Accordingly, in one aspect, the present invention embraces a method to provide voice-enabled substitution of items in a customer order, followed by notifying the customer. 
     In an exemplary embodiment, a method to provide an order for a user to select goods includes automatically prompting a user via a voice command to collect an item from an order placed by a customer; receiving an input from the user via an electronic device indicating that the item is unavailable; automatically prompting the user via a voice command to collect a designated substitute item; receiving input from the user that the substitute item has been collected; and electronically notifying the customer that the substitute item has been collected instead of the original item. 
     In another aspect, the present invention embraces a voice-enabled click and collect system. According to an exemplary embodiment, the click and collect system includes a mobile device having a user input, and a remote server in communication with the mobile device. The remote server is configured to instruct the mobile device to prompt a user to collect an item, receive user input from the mobile device that the item is unavailable, instruct the mobile device to prompt the user to collect a substitute item, receive user input that the substitute item has been collected, and notify the customer that the substitute item has been collected. 
     In another exemplary embodiment, a click and collect system includes a remote server, and a mobile device having a user input. The mobile device is in communication with the remote server, and is configured to prompt a user to collect an item from a customer order, receive user input that the item is unavailable, communicate the item unavailability to the remote server, receive instructions from the remote server of a substitute item instead of the item, prompt the user to collect the substitute item, receive user input that the substitute item has been collected, and notify the customer the substitute item has been collected instead of the item. 
     The foregoing illustrative summary, as well as other exemplary objectives and/or advantages of the invention, and the manner in which the same are accomplished, are further explained within the following detailed description and its accompanying drawings. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  schematically depicts a method to provide an order for a user to select goods, according to an embodiment. 
     
    
    
     DETAILED DESCRIPTION 
     The present invention embraces methods and systems for voice-enabled substitutions with customer notification. 
     “Click-and-Collect” is an emerging offering in the retail industry, which may be implemented as an “Order Picking” workflow. In this workflow, a worker is guided through the store to pick products that a customer picked either electronically (web/app, etc.) or phoned in (and imported to the system via another workflow). Often, a product that the customer wants is not in stock or there are not enough on the shelf to fulfill the request. In typical cases, this item is skipped, because the worker does not know what to do. Additionally, the worker reports what was picked, but has no easy way of correcting a shorted product, or informing the customer. In other cases, the worker fills out a paper in which a call must be made to determine what the user wants. Such situations result in frustration for the worker who cannot get his/her job done efficiently. Such situations also result in frustration for the customer for either receiving a partial order or being annoyed by disruptive phone calls. 
     The present invention attempts to eliminate both of the above-described frustrations by providing the ability for the picking of substitutions via voice for the worker, and non-intrusive notification of the substitution for the customer. Moreover, the system will automatically direct the worker what to pick and in what sequence so that the quantity is filled in its entirety resulting in a satisfied customer and worker. 
     Particularly in retail settings, such a feature would be beneficial to both the customer and the worker. Current systems direct workers to pick orders in the most efficient way, but voice-enabled substitutions further increase efficiencies. 
     In exemplary systems, via voice, the system directs the worker to the location of the product and directs them to pick the requested quantity. The worker enters a quantity via voice or keyboard. At this point, the system knows if this is a shorted product (i.e., a product for which there is not enough stock on the shelf or at the store to fulfill the requested order). The system can then provide a list of substitutes (either generated by the most popular products based on data analysis and trends or by the customer via the original order). The system automatically directs the worker to pick the substituted products until that item is completely filled. Such a system provides a hassle-free process that takes the stress away from the worker and eliminates time delays. Moreover, by automatically notifying the customer electronically (via a message board that they signed up for or an e-mail), the customer knows exactly what they are going to get when they pick up their order. 
     The present invention allows the worker to get his job done in a timely manner without hesitation. It also eliminates the need to make disruptive phone calls. The present invention provides a cost savings to the employer as the employee gets his job done quicker due to the advantages of a voice solution. This workflow can be performed hands-free by the worker as a voice-enabled workflow. The voice-enabled solution has been designed to maximize ease-of-use and efficiency. Once a worker begins collecting an order, they can progress through the workflow entirely by voice in most cases, leaving their hands free and their attention focused on their work, rather than on a screen. Voice commands allow the worker to hear commands repeated, request more detailed information when necessary, and even pause their work while they assist a customer, all without touching their device. 
     The present invention may be implemented in a voice enabled order picking workflow solution. This exemplary workflow directs a worker to a location to pick each product. Once at the directed location, the worker is prompted via voice to enter the quantity picked for that product. If there is not enough product on the shelf, the quantity will be less than what was prompted. At this point, the worker will be directed to the highest priority substitute. Again, they will be asked to enter the quantity picked. If the desired quantity is still not fulfilled, they will be directed to go to the next substitution with the next highest priority. This will continue until the order is complete, at which time, the database will be updated with what was picked and the associated quantity. 
     This workflow can be done hands-free by the worker as a voice enabled workflow. As a voice enabled solution, numerous features make the app (i.e., an application/software running on a device) user-friendly and very easy to use. These include voice commands that allow the worker to repeat what they hear and easily navigate thru the workflow. Once the data is updated in the database, notification to the customer will be sent. In this way, the customer will have the ability to change the order. In any case, the customer will be pleased to know what they are picking up. 
       FIG. 1  shows a method  100  to provide an order for a user to select goods, according to an embodiment. At  102 , a user with an electronic device is automatically prompted via a voice command to collect an item from a plurality of items in an order placed by a customer. At  104 , an input is received from the user via the electronic device indicating that the item is unavailable. At  106 , in response to receiving the input indicating that the item is unavailable, the user with the electronic device is automatically prompted via a voice command to collect a substitute item designated. At  108 , input from the user is received on the electronic device indicating that the substitute item has been collected. At  110 , in response to receiving the input indicating that the substitute item has been collected, the customer is electronically notified that the substitute item has been collected instead of the item. 
     In an embodiment, prompting a user at  102  can include presenting an identification of the item. The electronic device can include a microphone, keyboard, and/or touchscreen that receive input from the user. Additionally, the electronic device can include a speaker, display, and/or touchscreen that prompt the user. Additionally or alternatively, the electronic device can include a voice recognition headset having a microphone that receives the user input, and a speaker that outputs the user prompts. Electronically notifying the customer at  110  can include posting a message on a webpage, sending the customer an email, sending the customer a text message, and/or calling the customer via telephone. Additionally, the user can be automatically prompted to select the substitute item when the item is unavailable. The substitute item can be designated by the customer in the order, or identified by a remote server. 
     Another exemplary embodiment includes a click and collect system  200 . The system  200  includes a mobile device  202  having a user input, and a remote server  204  in communication with the mobile device  202 . The remote server  204  is configured to: 
     instruct the mobile device  202  to prompt a user to collect an item from a plurality of items in a customer order, 
     receive user input from the mobile device  202  that the item is unavailable, 
     in response to receiving the user input that the item is unavailable, instruct the mobile device  202  to prompt the user to collect a substitute item, 
     receive user input from the mobile device  202  that the substitute item has been collected, and 
     in response to receiving the user input that the substitute item has been collected, notify the customer that the substitute item has been collected instead of the item. 
     In an embodiment, the substitute item can be designated by the customer in the order, or identified by the remote server  204 . The remote server  204  can be further configured to prompt the customer to confirm or change the order. Additionally or alternatively, the remote server  204  can be further configured to update a database at the remote server  204  with a list and quantities of items collected. The mobile device  202  can include a voice recognition headset having a microphone that receives the user input, and a speaker that outputs the user prompts. Notifying the customer can include one or more of: posting a message on a webpage, sending the customer an email, sending the customer a text message, and calling the customer via telephone. 
     Yet another exemplary embodiment includes a click and collect system  300 . The system  300  includes a remote server  302 , and a mobile device  304  having a user input. The mobile device  304  is in communication with the remote server  302  and is configured to: 
     prompt a user to collect an item from a plurality of items in a customer order, 
     receive user input that the item is unavailable, 
     in response to receiving the user input that the item is unavailable, communicate the item unavailability to the remote server  302 , 
     receive instructions from the remote server  302  of a substitute item instead of the item, 
     prompt the user to collect the substitute item, 
     receive user input that the substitute item has been collected, and 
     in response to receiving the user input that the substitute item has been collected, notify the customer the substitute item has been collected instead of the item. 
     In an embodiment, the substitute item can be designated by the customer in the order, or identified by the remote server  302 . The user input can include a microphone, keyboard, and/or touchscreen. The mobile device  304  can include a speaker, display, and/or touchscreen that prompt the user. The mobile device  304  can be a voice recognition headset having a microphone that receives the user input, and a speaker that outputs the user prompts. Notifying the customer can include one or more of: posting a message on a webpage, sending the customer an email, sending the customer a text message, and calling the customer via telephone. 
     Device and method components are meant to show only those specific details that are pertinent to understanding the embodiments of the present disclosure so as not to obscure the disclosure with details that will be readily apparent to those of ordinary skill in the art having the benefit of the description herein. In various embodiments, the sequence in which the elements of appear in exemplary embodiments disclosed herein may vary. Two or more method steps may be performed simultaneously or in a different order than the sequence in which the elements appear in the exemplary embodiments. 
     To supplement the present disclosure, this application incorporates entirely by reference the following commonly assigned patents, patent application publications, and patent applications:
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     In the specification and/or figures, typical embodiments of the invention have been disclosed. The present invention is not limited to such exemplary embodiments. The use of the term “and/or” includes any and all combinations of one or more of the associated listed items. The figures are schematic representations and so are not necessarily drawn to scale. Unless otherwise noted, specific terms have been used in a generic and descriptive sense and not for purposes of limitation.