U.S. patent application number 16/433352 was filed with the patent office on 2019-09-19 for system and method for providing personalized customer assistance using a financial card having an rfid device.
The applicant listed for this patent is Capital One Services, LLC. Invention is credited to Gregor S. Bailar, Chitra JAIN, Roy E. LOWRANCE, Daniel R. Swanson, SR..
Application Number | 20190287084 16/433352 |
Document ID | / |
Family ID | 35097434 |
Filed Date | 2019-09-19 |
United States Patent
Application |
20190287084 |
Kind Code |
A1 |
JAIN; Chitra ; et
al. |
September 19, 2019 |
SYSTEM AND METHOD FOR PROVIDING PERSONALIZED CUSTOMER ASSISTANCE
USING A FINANCIAL CARD HAVING AN RFID DEVICE
Abstract
According to one embodiment, a method of providing personalized
customer service is provided. The method includes receiving
purchase information from purchases made from a merchant using a
financial card affiliated with the merchant. The financial card has
an associated financial account and an RFID device coupled thereto.
The RFID device stores identification data identifying the customer
and/or the financial account. The purchase information includes an
identification of items purchased during the purchases. The method
further includes causing the received purchase information to be
stored in storage separate from the card as purchase history
information associated with the financial account. The method
includes reading the identification data from the RFID device using
an RFID reading device, identifying the financial account based on
the identification data, and retrieving from storage the stored
purchase history information. The method further includes providing
personalized service to the customer tailored to the purchase
history information.
Inventors: |
JAIN; Chitra; (McLean,
VA) ; LOWRANCE; Roy E.; (Miami, FL) ; Bailar;
Gregor S.; (McLean, VA) ; Swanson, SR.; Daniel
R.; (Midlothian, VA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Capital One Services, LLC |
McLean |
VA |
US |
|
|
Family ID: |
35097434 |
Appl. No.: |
16/433352 |
Filed: |
June 6, 2019 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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10824178 |
Apr 14, 2004 |
10318940 |
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16433352 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06Q 30/02 20130101;
G06Q 30/0224 20130101; G06Q 30/0215 20130101; G06Q 20/12 20130101;
G06Q 30/0226 20130101 |
International
Class: |
G06Q 20/12 20060101
G06Q020/12; G06Q 30/02 20060101 G06Q030/02 |
Claims
1. A system for providing personalized customer service,
comprising: a purchase information processor of a merchant system
that receives purchase information from a financial card provider
system, wherein the purchase information is from one or more
purchases made from a particular merchant using a financial card
affiliated with the particular merchant and provided to a customer
by a financial card provider associated with the financial card
provider system, the financial card provider being distinct from
the merchant, the financial card having an associated financial
account, the financial card having a wireless communication device
coupled thereto, the wireless communication device storing
identification data identifying the financial account; a reading
device of a merchant system operable to read the identification
data from the wireless communication device; and a purchase
information management processor of a merchant system that:
determines one or more additional items to be purchased generates
personalized service data based on the purchase information,
wherein the personalized service data comprises an offer for a
financial incentive tied to the financial account if the one or
more additional items are selected; and provides the offer to the
customer via an electronic visual interface of the merchant
system.
2. The system of claim 1, wherein the financial card is a credit
card and the financial account is a credit card account.
3. The system of claim 1, wherein the purchase information includes
an identification of items purchased during the one or more
purchases.
4. The system of claim 1, further comprising a financial reward
processor of a merchant system that determines a number of loyalty
points to be awarded to the financial account based on the purchase
information.
5. The system of claim 1, wherein the purchase information
management processor generates the personalized service data based
on a purchase history, and a number of loyalty points associated
with the financial account.
6. The system of claim 1, wherein the one or more additional items
are based on the purchase information, a purchase history, and a
number of loyalty points associated with the financial account.
7. The system of claim 1, wherein the offer is an offer provided by
the financial card provider system based on an identified merchant
competitor.
8. A system for providing personalized customer service, the system
comprising a financial card issuer system, the financial card
issuer system including: a financial card issuing system that
provides a customer financial card having a wireless communication
device coupled thereto, the financial card being affiliated with a
particular merchant and having an associated financial account, the
wireless communication device storing identification data
identifying the financial account; a purchase history information
database that receives purchase information from a merchant system
associated with the particular merchant; and a communication
interface that transmits the purchase information to at least one
processor associated with the merchant system to allow the merchant
to provide personalized service to the customer, wherein providing
personalize service to the customer comprises: determining, at the
merchant system, one or more additional items to be purchased; and
upon receiving the identification data from the wireless
communication device, generating, using the at least one processor
associated with the merchant, one or more additional items for the
customer and providing an offer for a financial reward tied to the
financial account if the one or more additional items are selected
to the customer via an electronic visual interface associated with
the merchant system.
9. The system of claim 8, wherein the financial card is a credit
card and the financial account is a credit card account.
10. The system of claim 8, wherein the financial card is only used
to make purchases from the particular merchant.
11. The system of claim 8, wherein the financial card is affiliated
with the particular merchant and is also used to make purchases
from one or more other merchants; and the financial card issuer
system further comprises a financial incentives module that offers
the customer a financial incentive for making purchase from the
particular merchant using the financial card as compared to making
purchases from the one or more other merchants using the financial
card.
12. The system of claim 8, wherein the electronic purchase
information comprises one or more purchases made at the merchant
system using the financial card, the purchase information including
an identification of items purchased during the one or more
purchases.
13. The system of claim 8, further comprising a financial rewards
processor that determines a number of loyalty points to be awarded
to the financial account based on the purchase information.
14. The system of claim 8, wherein the one or more additional items
are based on the purchase information, purchase history
information, and a number of loyalty points associated with the
financial account and wherein the financial reward is a reward
offered by the financial card provider and based on an identified
merchant competitor.
15. The system of claim 8, wherein the communication interface
transmits the purchase information to the at least one processor
associated with the merchant system to allow the merchant to
provide the personalized service to the customer tailored to
purchase history information associated with the financial
account.
16. A system, comprising: a merchant computer system, having a
processor; and a non-transitory computer readable medium coupled to
the merchant computer system, the computer readable medium
comprising a program operable, when executed by the processor, to:
electronically receive purchase information from a financial card
provider system, wherein the purchase information is from one or
more purchases made from a particular merchant using a financial
card affiliated with the particular merchant and provided to a
customer by a financial card provider, the financial card having an
associated financial account, the financial card storing
identification data identifying the financial account; read the
identification data from the financial card using a reading device
after the customer has selected one or more items to be purchased;
and provide personalized service to the customer, wherein providing
personalized service to the customer comprises: determining one or
more additional items to be purchased; generating a financial
reward tied to the financial account if the one or more additional
items are selected; and providing the financial reward to the
customer via an electronic visual interface associated with the
merchant computer system.
17. The system of claim 16, wherein the processor is configured to
determine a number of loyalty points to be awarded to the financial
account based on the purchase information.
18. The system of claim 16, wherein the purchase information
includes an identification of items purchased during the one or
more purchases.
19. The system of claim 16, wherein the processor is configured to
provide personalized service to the customer tailored to purchase
history information associated with the financial account.
20. The system of claim 16, wherein the one or more additional
items are based on the purchase information, purchase history
information, and a number of loyalty points associated with the
financial account and wherein the financial reward is a reward
offered by the financial card provider and based on an identified
merchant competitor.
Description
CROSS REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of, and claims priority
under 35 U.S.C. .sctn. 120 to, U.S. patent application Ser. No.
10/824,178, filed Apr. 14, 2004, of the same title, the entire
contents of which is incorporated herein by reference in its
entirety.
TECHNICAL FIELD OF THE INVENTION
[0002] This invention relates in general to customer assistance
and, more particularly, to a system and method for providing
personalized customer assistance using information obtained from a
financial card having an RFID device.
BACKGROUND OF THE INVENTION
[0003] Retail customers often frequent stores in which they are
likely to receive personalized customer service. In nearly all
retail outlets, a customer is unknown to the clerk or customer
service representative serving them until the customer makes his or
her purchase, at which time the clerk or cashier may learn the
customer's name from the customer's credit or debit card. When a
retailer is able to engage its customers more personally, the
customers are likely to spend more time and money with the
retailer. This increase in sales may occur during the present
transaction as well as encourage future purchases from the
retailer.
SUMMARY OF THE INVENTION
[0004] In accordance with the present invention, systems and
methods for providing personalized customer assistance using
information obtained from a financial card having an RFID device.
According to one embodiment, a method of providing personalized
customer service is provided. The method includes receiving
purchase information from purchases made from a merchant using a
financial card affiliated with the merchant. The financial card has
an associated financial account and an RFID device coupled thereto.
The RFID device stores identification data identifying the customer
and/or the financial account. The purchase information includes an
identification of items purchased during the purchases. The method
further includes causing the received purchase information to be
stored in storage separate from the card as purchase history
information associated with the financial account. The method
includes reading the identification data from the RFID device using
an RFID reading device, identifying the financial account based on
the identification data, and retrieving from storage the stored
purchase history information associated with the identified
financial account. The method further includes providing
personalized service to the customer tailored to the purchase
history information associated with the identified financial
account.
[0005] According to another embodiment, another method of providing
personalized customer service is provided. A financial card issuer
provides a customer with a financial card having an RFID device
coupled thereto. The financial card is affiliated with a merchant
and has an associated financial account. The RFID device stores
identification data identifying the customer and/or the financial
account. The financial card issuer receives purchase information
from one or more purchases made from the merchant using the
financial card. The purchase information includes an identification
of items purchased during the one or more purchases. The received
purchase information is stored in storage separate from the card as
purchase history information associated with the financial account.
The financial card issuer periodically communicates the stored
purchase history information to the merchant such that the merchant
may provide personalized service to the customer tailored to the
purchase history information associated with the identified
financial account in response to the RFID device being detected and
identified as being associated with the financial account.
[0006] Various embodiments of the present invention may benefit
from numerous advantages. It should be noted that one or more
embodiments may benefit from some, none, or all of the advantages
discussed below.
[0007] One advantage of the invention is that personalized customer
service may be provided to customers carrying RFID cards. A
customer carrying such an RFID card tied to a financial account
(such as a credit or debit account) may tap the card against an
RFID reader at a merchant of customer service area, which may
retrieve information regarding the past purchases by the customer
from the merchant. A customer service representative may then
assist the customer based on information regarding the customer,
such as the customer's name and past purchases. For example, the
customer service representative may use the customer's name and may
help the customer identify which items to purchase for a particular
project, and may help the customer locate and collect the items. In
addition, the merchant may provide the customer financial
incentives to use the RFID card to make purchases from the merchant
rather than from another merchant, such as a competitor. The
merchant may provide the customer financial rewards for making such
purchases, such as using a system of loyalty points. Thus,
customers may wish to use such RFID cards rather than other cards
to make purchases from the merchant, which may be financially
advantageous to both the entity that maintains the account tied to
the RFID card, as well as the merchant. In addition, the RFID card
may also provide the customer benefits such as instant coupons and
customized specials based on the customer's past purchase
patterns.
[0008] Other advantages will be readily apparent to one having
ordinary skill in the art from the following figures, descriptions,
and claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0009] For a more complete understanding of the present invention
and for further features and advantages, reference is now made to
the following description, taken in conjunction with the
accompanying drawings, in which:
[0010] FIG. 1 illustrates an example system for providing
personalized customer assistance using information obtained from a
financial card having an RFID device in accordance with an
embodiment of the invention;
[0011] FIG. 2 illustrates a financial card provider and merchant of
the system of FIG. 1 in accordance with one embodiment of the
invention;
[0012] FIG. 3 illustrates a financial card provider in accordance
with another embodiment of the invention; and
[0013] FIG. 4 illustrates an example method of providing
personalized customer assistance to a customer using in accordance
with the embodiment shown in FIG. 2.
DETAILED DESCRIPTION OF THE DRAWINGS
[0014] Example embodiments of the present invention and their
advantages are best understood by referring now to FIGS. 1 through
4 of the drawings, in which like numerals refer to like parts.
[0015] FIG. 1 illustrates an example system 10 for providing
personalized customer assistance using information obtained from a
financial card having a radio frequency identification (RFID)
device in accordance with an embodiment of the invention. System 10
includes a financial card provider 12, a merchant 14, and a
plurality of account holders, or cardholders, 16. Various
components of system 10 may be coupled to each other by a
communications network 20. For example, in the embodiment shown in
FIG. 1, financial card provider 12 and merchant 14 are coupled to
each other by communications network 20.
[0016] Generally, financial card provider 12 and merchant 14
cooperate to provide personalized customer assistance to customers
16 based on information obtained from financial cards having an
RFID device attached thereto. For example, the financial card
provider 12 may be a credit card issuer that provides a customer 16
a credit card 22 having an RFID device 24 attached thereto, which
card may be referred to as an RFID credit card 22. The RFID credit
card 22 has an associated credit card account 26 maintained by
credit card provider 12 and may or may not be affiliated with the
merchant 14, such as a department store credit card, for example.
The RFID credit card 22, which may be an RFID tag, for example,
stores a unique identification code which may be used to identify
the RFID credit card 22 from other RFID cards or tags. The RFID
credit card 22 may also store information identifying the customer
14 and/or the credit account 26, such as a customer ID number or an
account number, for example. Each time the customer 16 makes
purchases from merchant 14 using RFID credit card 22, purchase
information such as a listing of each item and the cost of each
item purchased is recorded in connection with the credit account.
When the customer 16 enters the merchant's premises or store to
make subsequent purchases, she may tap the RFID credit card 22 on a
designated spot, such as on a kiosk, bar or sign, which may contain
an RFID reading device 30, such as an RFID tag reader. The RFID
reading device 30 and associated electronics may read the
identification code and/or other information from the RFID device
24 on RFID credit card 22 and identify the credit account 26, the
customer's name, and the recorded purchase history information
associated with the credit account 26. Based on this purchase
history information, merchant 14 may then provide the customer 16
personalized customer service. For example, a customer service
representative of merchant 14 may engage the customer 16 using the
customer's name 16. As another example, the customer service
representative may help the customer 16 determine what items the
customer 16 will want to purchase and provide assistance with
locating and collecting those items. In addition, merchant 14 may
provide the customer 16 a financial reward based on past purchases
made by the customer 16. Further, the merchant may print out
personalized instant coupons or personalized advertised specials
for that day or for future dates.
[0017] Financial card provider 12 may include any entity suitable
for providing a customer financial card having an RFID device 24
attached thereto, which may be referred to as an RFID card 22, and
maintaining a financial account 26 associated with such an RFID
card 22 for the customer 16. For example only and not by way of
limitation, financial card provider 12 may in particular
embodiments include a bank, a credit union, or a credit card
issuer. Financial card provider 12 is described in greater detail
below with reference to FIGS. 2 and 3. A financial account 26 may
be a credit card account, a debit account, or any other suitable
type of account that may be maintained by financial card provider
12.
[0018] An RFID card 22 may be any card or other item having an RFID
device 24 attached thereto. The RFID device 24 may be attached to
the card 22 in any suitable manner, such as being externally
affixed to one side of the card 22 or embedded within the card 22,
for example. The RFID device 24 may be an RFID tag and may include
one or more RFID transmitters, RFID receivers, RFID transceivers,
antennae, integrated circuits, memory and/or any other suitable
components as known by those skilled in the art of RFID devices.
Each RFID device 24 associated with a merchant 14 may have
different or unique identification data 25 which may be used to
identify the account 26 corresponding with the RFID card 22. Thus,
each RFID device 24 may be identified and distinguished from other
RFID devices 24. The identification data may include one or more
types of codes, such as a version number, a domain manager, a class
code and/or a serial number. For example, in one embodiment, the
identification code of each RFID device 24 is a 96-bit code.
[0019] In addition, the identification data 25 may include the
customer's name, which may be read and used by a customer service
representative of merchant 14 to engage the customer 16 more
personally, as described below. Although RFID card 22 is referred
to herein as a "card," an RFID card 22 may be any item having an
RFID device 24 coupled thereto, such as described above. For
example, RFID card 22 may be a key fob or disk having an RFID
device 24 coupled thereto.
[0020] An RFID card 22 may be any of a variety of types of cards
having an associated account, such as a store affinity card or a
loyalty card specific to a particular merchant 14, a general credit
card (such as a VISA.TM. or MASTERCARD.TM., for example), a credit
card having an affiliation to a particular merchant 14 (such as a
Lowes.TM. credit card, for example), a debit card, or a hybrid
credit/debit card, for example. A customer 16 may be any new,
existing or potential customer of merchant 14 suitable to receive
and use an RFID card 22.
[0021] Merchant 14 may include any entity suitable to accept
payment from a financial card, such as an RFID credit card 22 or an
RFID debit card 22, in exchange for various products or services.
Merchant 14 may include a single entity (such as, for example, an
individual store) or a number of entities (such as, for example, a
chain of stores). Merchant 14 may include a seller or distributor
that sells items produced by one or more otherwise unaffiliated
producers. In addition or as an alternative, merchant 14 may
include a producer that sells one or more items it produces
directly to debit card holders, bypassing distributors. Although
merchant 14 is described as selling items to debit card holders,
the present invention, as described above, contemplates any
suitable transactions between merchant 14 and debit card holders.
As an example, merchant 14 may rent one or more items to debit card
holders. As another example, merchant 14 may include an entity
which provides services in exchange for payment from a debit card,
such as a barber or auto mechanic, for example.
[0022] Communications network 20 may, in particular embodiments,
include one or more local area networks (LANs), metropolitan area
networks (MANs), wide area networks (WANs), portions of the
Internet, or any other appropriate wireline, optical, wireless, or
other links. Although FIG. 1 illustrates communication between
financial card provider 12 and merchant 14 via communications
network 20, the present invention contemplates any suitable form of
communication between such entities. For example, financial card
provider 12 and merchant 14 may communicate by telephone or carrier
mail.
[0023] FIG. 2 illustrates financial card provider 12 and merchant
14 in accordance with one embodiment of the invention. According to
the illustrated embodiment, financial card provider 12 includes an
account database 40 which stores account information regarding
various financial accounts 26, each associated with one or more
RFID cards 22. As discussed above, financial card provider 12 is
coupled to merchant 14 via communications network 20.
[0024] In this embodiment, merchant 14 includes a kiosk 46, a
purchase processing system 48, a data management system 50, one or
more operator terminals 52 and a number of function modules 54. The
components of merchant 14 may be located at one or more sites and
may be coupled to each other using one or more links, each of which
may include some or all of a computer bus, local area networks
(LANs), metropolitan area networks (MANs), wide area networks
(WANs), portions of the Internet, a public switched telephone
network (PSTN), any other appropriate wireline, optical, wireless,
or other suitable communication link, or any combination of the
preceding.
[0025] Kiosk 46 may include one or more RFID reading devices 30,
such as described above regarding FIG. 1. Kiosk 46 may be a
customer service kiosk or a stand-alone kiosk. In one embodiment,
kiosk 46 may be located at or near a customer service counter or
area provided by merchant 14. In alternative embodiments, kiosk 46
may merely be a bar or sign, including one or more RFID reading
devices 30, against which a customer 16 may tap or swipe an RFID
card 22.
[0026] In another embodiment, one or more RFID reading devices 24
may be positioned at merchant 14 such that the RFID reading devices
24 may automatically detect an RFID card 22 when the RFID card 22
enters the premises of merchant 14 or other particular area. Thus,
the customer 16 may not have to tap or otherwise interface her RFID
card 22 against an RFID reading device 24, such as an RFID reading
device 24 at a kiosk.
[0027] Purchase processing system 48 may include any devices
operable to receive a payment from an RFID card 22. For example, in
the embodiment shown in FIG. 2, purchase processing system 48
includes a cash register 56 and a financial card reader 58.
Financial card reader 58 may include any device operable to read a
financial card, such as a credit card reader, a debit card reader,
or a combined credit/debit card reader for example. It should be
understood that purchase processing system 48 may include any other
devices suitable for processing a payment from an RFID card 22.
[0028] An operator terminal 30 may provide an operator, such as a
store clerk, manager, or customer service personnel, for example,
with access to data management system 50 to configure, manage, or
otherwise interact with data management system 50. An operator
terminal 30 may include a computer system. As used in this
document, the term "computer" refers to any suitable device
operable to accept input, process the input according to predefined
rules, and produce output, for example, a personal computer,
workstation, network computer, wireless data port, wireless
telephone, personal digital assistant, one or more processors
within these or other devices, or any other suitable processing
device.
[0029] Data management system 50 may manage data associated with
customers 16 and/or RFID cards 22 (such as purchase history
information stored in data storage module 84 discussed below, for
example), which may in particular embodiments include creating,
modifying, and deleting data files associated with customers 16,
RFID cards 22 or accounts 26 automatically or in response to data
received from RFID reading devices 30, purchase processing system
48, operator terminals 52 or function modules 54. Additionally,
data management system 50 may call the one or more function modules
54 to provide particular functionality according to particular
needs, as described more fully below. Data management system 50 may
include a data processing unit 60, a memory unit 62, a network
interface 64, and any other suitable components for managing data
associated with customers 16, RFID cards 22 and/or accounts 26. The
components of data management system 50 may be supported by one or
more computer systems at one or more sites. One or more components
of data management system 50 may be separate from other components
of data management system 50, and one or more suitable components
of data management system 50 may, where appropriate, be
incorporated into one or more other suitable components of data
management system 50.
[0030] Data processing unit 60 may process data associated with
customers 16 and/or RFID cards 22, which may include executing
coded instructions that may in particular embodiments be associated
with the one or more function modules 54. Memory unit 62 may be
coupled to data processing unit 60 and may include one or more
suitable memory devices, such as one or more random access memories
(RAMs), read-only memories (ROMs), dynamic random access memories
(DRAMs), fast cycle RAIVIs (FCRAMs), static RANI (SRAMs),
field-programmable gate arrays (FPGAs), erasable programmable
read-only memories (EPROMs), electrically erasable programmable
read-only memories (EEPROMs), microcontrollers, or microprocessors.
Network interface 64 may provide an interface between data
management system 52 and communications network 20 such that data
management system 52 may communicate with financial card provider
12.
[0031] A function module 54 may provide particular functionality
associated with merchant 14. As an example only and not by way of
limitation, a function module 54 may provide functionality
associated with providing RFID cards 22 to customers 16, enabling
or activating RFID devices 24 on RFID cards 22, processing
purchases made using RFID cards 22, receiving and managing purchase
information, providing personalized customer service, and providing
financial incentives and rewards to customers. A function module 54
may be called by data management system 50 possibly as a result of
data received from an RFID reading device 30, an operator terminal
30 or another function module 54, for example. In response, the
function module 54 may provide the particular functionality
associated with the function module 54 and communicate one or more
results to data processing unit 60 or one or more other suitable
components of data management system 50. The communicated results
may be used to create, modify, or delete one or more data files
associated with one or more customers 16, RFID cards 22 and/or
accounts 26, provide data to an operator at an operator terminal
30, or perform any other suitable task.
[0032] Function modules 54 are operable to perform various
functions in the operation of the system 10. According to the
embodiment shown in FIG. 2, function modules 54 include a purchase
information module 70, a data storage module 72, a purchase
information management module 74, a customer service module 76, a
financial incentive module 78, and a financial reward module 80.
Like data management system 50, function modules 54 may be
physically distributed such that each function module 54 or
multiple instances of each function module 54 may be located in a
different physical location geographically remote from each other,
from data management system 50, or even from merchant location 22.
In addition, each function module 54 may be partially or completely
integrated with other function modules 54 and/or with other
components of tracking management system 26. For example,
particular function modules 54 may include operator terminals 30
such that at least a portion of the functionality of such function
modules 54 is provided by human operators. Thus, it should be
understood that the functionality provided by each function module
54 may be completely automated, partially automated, or completely
human-controlled.
[0033] Purchase information module 70 may receive purchase
information 82 from purchase processing system 48 for purchases
made by a customer 16 using an RFID card 22. For each transaction,
purchase information 82 may include information identifying the
RFID card 18 or the corresponding account 26, an identification of
each item purchased, the cost of each item purchased, the total
cost of the transaction, any discounts, rebates or coupons used,
and any other relevant information regarding the transaction. The
information identifying the RFID card 18 may include information
read from the RFID card 18, such as identification information 25,
or traditional information identifying a financial card, such as a
credit card or debit card account number, for example.
[0034] Purchase information module 70 may communicate such purchase
information 82 to data storage module 72 for storage. Data storage
module 72 may store the purchase information 82 regarding the RFID
card 18 or the corresponding account 26 as purchase history
information 84 linked to that RFID card 18 or corresponding account
26. Data storage module 72 may include one or more databases which
may include any suitable memory devices, such as one or more random
access memories (RAMs), read-only memories (ROMs), dynamic random
access memories (DRAMs), fast cycle RAMs (FCRAMs), static RAM
(SRAMs), field-programmable gate arrays (FPGAs), erasable
programmable read-only memories (EPROMs), electrically erasable
programmable read-only memories (EEPROMs), microcontrollers, or
microprocessors. Data storage module 72 may be separate from or
partially or completely integrated with memory unit 62 of data
management system 50.
[0035] Purchase information management module 74 may be operable to
receive identification information 25 read by an RFID reading
device 30, identify the corresponding RFID card 22 and/or financial
account 26 based on the identification data 30, and retrieve from
data storage module 72 stored purchase history information 84
associated with the identified RFID card 22 and/or financial
account 26. For example, if a customer 16 swipes his RFID card 22
against an RFID reader 30 at kiosk 46, the RFID reader 30 may read
the identification information 25 stored on the RFID card 22 and
communicate the identification information 25 to purchase
information management module 74. Purchase information management
module 74 may then communicate the identification information 25 to
data storage module 72 in order to retrieve purchase history
information 74 regarding the customer 16. Purchase information
management module 74 may then provide this purchase history
information 74 to other modules, such as customer service
management module 76 or financial rewards module 80, for example,
in order to provide various personalized services to the customer
16, as discussed below.
[0036] Customer service module 76 may provide personalized service
to a customer 16 using an RFID card 22 tailored to the purchase
history information 84 associated with that RFID card 22 or
corresponding financial account 26. Customer service module 76 may
receive purchase history information 84 for the customer 16 from
data storage module 72 and/or purchase information management
module 74 and offer or provide personalized service accordingly. In
some embodiments, customer service module 76 may offer the customer
16 a discount, rebate, or coupon for particular items based on the
items previously purchased or the amounts previously spent from
merchant 14 by the customer 16. For example, customer service
module 76 may offer the customer 16 a discount on a particular item
if the customer 16 has purchased a particular quantity of that item
in the past. As another example, customer service module 76 may
help the customer 16 determine what items the customer 16 will need
for a particular project (such as if the customer 16 has previously
made purchases for a similar project). As yet another example,
customer service module 76 may help the customer 16 locate
particular items within the premises of merchant 14.
[0037] Customer service module 76 may be only partially automated
such that a human agent of merchant 14, such as a manager or
customer service employee, may assist the customer 16 based on
information provided to the agent using computerized means. For
example, customer service module 76 may generate a computer
print-out of information regarding the customer 16, such as
purchase history information 84 associated with the customer 16,
which may be used by a human agent to help provide various types of
personalized customer service to the customer 16 based on the
printout. A customer service representative of merchant 14 may
engage the customer 16 using the customer's name 16 identified by
the purchase history information 84. Alternatively, customer
service module 76 may be fully automated such that a customer 16
may receive personalized customer service based on their purchase
history information 84 without needing assistance from an agent of
merchant 14. For example, customer service module 76 may generate a
computer print-out for the customer 16 which may help the customer
identify and locate particular items, identify potential discounts,
rebates or coupons, or other personalized assistance. As another
example, customer service module 76 may include a monitor or other
visual interface such that the customer 16 may retrieve and view
such customer service information directly.
[0038] Financial reward module 80 may provide various financial
rewards to a customer 16 based on purchase history information 84
associated with a customer's RFID card 22 or corresponding
financial account 26. In one embodiment, financial reward module 80
may award and manage loyalty points for a financial account 26 and
offer or provide the corresponding customer 16 a financial reward
based on the number of loyalty points awarded to the financial
account. Financial reward module 80 may receive purchase history
information 84 for an account 26 from data storage module 72 and
determine the number of loyalty points to award the account 26.
Financial reward module 80 may then cooperate with customer service
module 76 to offer or provide the customer 16 financial rewards,
such as discounts, rebates, or coupons, for example, based on the
number of loyalty points awarded to account 26. In some
embodiments, financial reward module 80 may offer the customer 16 a
financial reward based on the items that the customer 16 has
selected to purchase. For example, the customer 16 may select items
to purchase, then tap or swipe her RFID card 18 against an RFID
reading device 30 which may then employ various modules 54 to
retrieve purchase history information 84 associated with the
customer 16 (such as described above). Financial reward module 80
may then offer the customer 16 various financial rewards based on
the selected items to be purchased and the purchase history
information 84 associated with the customer 16. Thus, a customer 16
may select items to be purchased and determine the potential
rewards (such as discounts and rebates) that may be obtained by
purchasing such items before actually purchasing the items.
[0039] Financial incentive module 82 may offer and provide a
customer 16 a financial incentive for making purchases from
merchant 14. For example, in some embodiments, RFID card 22 is
affiliated with merchant 14 but may be used to make purchases from
one or more other merchants, such as a VISA.TM. or MASTERCARD.TM.
affiliated with a particular merchant 14. Financial incentive
module 82 may offer customer 16 a financial incentive for
purchasing items from merchant 14 rather than from another
merchant, such as a competitor of merchant 14, for example.
[0040] FIG. 3 illustrates financial card provider 12 in accordance
with another embodiment of the invention. In the embodiment shown
in FIG. 3, much of the functionality that is provided by function
modules 54 maintained by merchant 14 in the embodiment shown in
FIG. 2 is provided instead by financial card provider 12. According
to the embodiment of FIG. 3, financial card provider 12 includes a
data management system 90, one or more operator terminals 92, and a
number of function modules 94.
[0041] Data management system 90 and operator terminals 92 may be
similar to data management system 50 and operator terminals 52,
respectively, described above with regard to FIG. 2. In addition,
function modules 94 may be similar to function modules 54 described
above with regard to FIG. 2. In the embodiment shown in FIG. 3,
function modules 94 include a financial card issuing module 96, a
purchase history information storage module 98, and a financial
rewards module 100.
[0042] Financial card issuing module 96 may provide customers 16
with RFID cards 22, such as by carrier mail, for example. Purchase
history information storage module 98 may provide various
functionality discussed above regarding purchase information module
70, data storage module 72, and purchase information management
module 74 of the embodiment of FIG. 2. For example, when a customer
16 makes a purchase from merchant 14 using an RFID card 22,
purchase processing system 48 or purchase information module 70 of
merchant 14 (see FIG. 2) may communicate the received purchase
information 82 to purchase history information storage module 98,
such as via communications network 20. Purchase history information
storage module 98 may receive and store this purchase information
82 as purchase history information 84 associated with the financial
account 26 identified by the purchase information 82.
[0043] Purchase history information storage module 98 may manage
such purchase history information 84 for various accounts 26 and
periodically communicate such purchase history information 84 to
merchant 14 (such as via communications network 20) such that
merchant 14 may provide personalized customer service to customers
16 tailored to the purchase history information 84. For example,
purchase history information storage module 98 may periodically
communicate purchase history information 84 for various accounts 26
to data storage module 72 maintained by merchant 14. Customer
service module 76 and financial reward module 78 of merchant 14 may
then retrieve and use purchase history information 84 from data
storage module 72 as described above with reference to FIG. 2.
Thus, in some embodiments, financial card provider 12 may perform
the management and analysis of purchase history information 84 for
accounts 26, and then periodically update such information stored
by merchant 14. The term "periodically" means occurring from time
to time, which may or may not be at a constant frequency. For
example only and not by way of limitation, purchase history
information storage module 98 may communicate purchase history
information 84 to merchant 14 each week or each month, when the
customer 16 has made a particular number or dollar amount of
purchases, or in response to a request from customer service module
76.
[0044] Financial rewards module 100 may be similar to financial
rewards module 80 discussed above with reference to FIG. 2. For
example, financial rewards module 100 may manage loyalty points for
an account 26 earned by making purchases using an RFID card 22.
Financial rewards module 100 may then communicate this information
to merchant 14 such that the merchant 14 may provide the
appropriate customer 16 a financial reward based on the number of
loyalty points earned by that customer 16.
[0045] Other embodiments of system 10 may include various
combinations and alternatives of the embodiments shown in FIGS. 2
and 3. For example, any of the functionality provided by various
function modules 54 and 94 may be provided by either merchant 14 or
financial card provider 12. In addition, particular functionality
may be shared by merchant 14 and financial card provider 12, while
other functionality may be performed redundantly by both merchant
14 and financial card provider 12.
[0046] FIG. 4 illustrates an example method of providing
personalized customer assistance to a customer 16 using information
obtained from an RFID card 22 in accordance with the embodiment
shown in FIG. 2. At step 120, financial card provider 12 provides
an RFID card 22 to a customer 16. In this embodiment, the RFD) card
22 is a credit card affiliated with a particular merchant 14 but
which may also be used to make purchases from other merchants. At
step 122, financial card provider 12 establishes a credit card
account 26 for RFID card 22. The RFID device 24 on the RFID card 22
stores an identification code 25 that identifies the RFID card 22
and credit card account 26.
[0047] At step 124, the customer makes purchases from merchant 14.
For each purchase, various purchase information 82 is collected and
stored by data storage module 72 as purchase history information
84. The purchase history information 84 is linked to the
identification code 25 for the RFID card 22 and credit card account
26. Financial reward module 80 may determine whether the customer
16 has earned any financial rewards after each purchase. At step
126, financial reward module 80 determines that customer 16 has
earned a financial reward namely, a $10 discount on his next
purchase of a particular item from merchant 14. The customer 16
purchases the particular item from merchant 14 and is awarded the
$10 discount at the register.
[0048] At step 128, the customer 16 enters the store of merchant 14
wishing to purchase materials for a project for which customer 16
has purchased materials from merchant 14 in the past. Customer 16
walks up to the customer service kiosk 46 and taps her RFID card 22
against a designated spot which at which an RFID reader 30 is
located. At step 130, the RFID reader 30 reads the identification
data 25 from the RFID card 22 and communicates the identification
data 25 to purchase information management module 74. At step 132,
using the identification data 25, purchase information management
module 74 retrieves from data storage module 72 the purchase
history information 84 stored in association with the account 26
identified by identification data 25. At step 134, customer service
module 76 analyzes the retrieved purchase history information 84
regarding RFID card 22 and generates a computer print-out of each
of the items purchased by customer 16 using RFID card 22 in the
last few years. At step 136, a customer service agent at the kiosk
46 receives the computer print-out and helps the customer 16 find
the customer's past purchase of materials for the same project. The
customer service representative may engage the customer 16 using
the customer's name 16 identified by the purchase history
information 84. The customer service agent may then help the
customer 16 locate and collect the proper materials for the
project.
[0049] At step 138, the customer 16 continues to make purchases
from merchant 14, as well as from other merchants. At step 140,
financial card provider 12 offers the customer 16 a financial
incentive to make purchases from merchant 14 rather than from
identified competitors of merchant 14. For example, financial card
provider 12 may offer the customer 16 a 3% credit for all purchases
made from merchant 14 as opposed to a 1% credit for all purchases
made from a list of competitors of merchant 14. Financial card
provider 12 and merchant 14 may have a suitable arrangement to
establish and maintain such a financial incentive system. At step
142, the customer makes purchases from merchant 14, thus receiving
the 3% credit from financial card provider 12.
[0050] In this manner, personalized customer service may be
provided to customers 16 using RFID cards 22. Thus, customers 16
may wish to use RFID cards 22 rather than other cards to make
purchases, which may be advantageous to the financial card Provider
12 that maintains the accounts 26 for such RFID cards 22. In
addition, RFID cards 22 that are affiliated with a particular
merchant 14 may provide increased sales to that merchant 14, as
customers 16 may wish to use RFID cards 22 affiliated with the
merchant 14 in order to get personalized customer service, as well
as financial incentives and rewards.
[0051] Modifications, additions, or omissions may be made to the
method without departing from the scope of the invention.
Additionally, steps may be performed in any suitable order without
departing from the scope of the invention.
[0052] Although an embodiment of the invention and its advantages
are described in detail, a person skilled in the art could make
various alterations, additions, and omissions without departing
from the spirit and scope of the present invention as defined by
the appended claims.
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