Genesys Telecommunications Laboratories has been granted a patent for an end-user device that records voice conversations in retail stores. The recorded conversations are compared to recordings from other stores, and a recommendation is made based on the comparison. The patent also covers an analytics system that collects real-time metrics data for retail stores and uses it to identify products or services to be offered. The system can modify offerings based on the analytics and display them on end-user devices in the stores. GlobalData’s report on Genesys Telecommunications Laboratories gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Genesys Telecommunications Laboratories, intelligent contact centers was a key innovation area identified from patents. Genesys Telecommunications Laboratories's grant share as of September 2023 was 53%. Grant share is based on the ratio of number of grants to total number of patents.
Real-time analytics system for optimizing retail store performance
A recently granted patent (Publication Number: US11755978B2) describes a multi-tenant analytics system designed to improve customer experience and sales performance in physical retail stores. The system includes a data store for storing event data and customer experience data, a scanner at each retail store to identify customers, a processor, and a memory.
The system collects real-time metrics data from interactions between customers and websites associated with the retail stores, as well as information on product or service sales. This data is stored in the data store and used by an analytics module to dynamically generate benchmark data. The performance of a particular retail store is then determined in relation to this benchmark data. Real-time analytics are performed using the collected metrics data to identify a product or service.
The analytics module generates prediction trees that correlate the metrics data with key performance indicators used to calculate the benchmark data. These prediction trees are used to modify a prior service or product to be offered by the particular retail store, optimizing the key performance indicators. The modified service or product is then pushed to a display on an electronic device at the retail store, along with a modified upsell script.
When a customer visits the retail store, their identity is captured by the scanner, and the stored interaction data is associated with them based on their identifier. The system recommends offering the modified service or product to the customer instead of the identified service or product, based on their previous interactions and interests. Current interaction data related to the customer's visit and the recommended offering is captured and used to update the prediction trees. Updated benchmark data is then generated, which is used to determine the performance of other retail stores and identify additional products or services to modify.
The system also includes an electronic device that hosts an application used by store representatives in the retail store. Additionally, the real-time metrics data can include interaction data from the retail stores, customer satisfaction data, sales data, and retail store workforce data. The modified product or service can be an upsell or cross-sell in relation to the identified product or service. Furthermore, the system can identify a particular store representative for interacting with the customer.
Overall, this patented multi-tenant analytics system aims to enhance customer experience and optimize sales performance in physical retail stores by leveraging real-time metrics data and predictive analytics.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
