Internet of everything
Internet of everything

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Internet of everything

4.2.9 Connecting processes

The Process pillar describes how people, data, and things interact with each other to deliver societal benefits and economic value. By connecting the unconnected, we have visibility into new processes, providing opportunities to create more efficient and effective interactions. Cisco is working with major retailers to use a combination of sensors, video, and analytics to improve store productivity and customer experience.

Watch this video about how the IoE affects a users' trip to a US-based online store (Big Box).

Download this video clip.Video player: ioe_1_video_4_2_2_3_at_the_store_demo.mp4
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Hi, this is Richard Mullen at Cisco Systems, back at CES 2014 and our Big Box store. And we're going to walk through the second half of our scenario that we just looked at in the house.
So we left the house, we had a couple things we needed to buy for the friend that's spending the night. So we're making our way home here to the Big Box store, and we're going to stop there on the way home.
So you know, we're going to walk inside Big Box, and we're going to log on to their network via our Facebook credentials. And I'm going to launch of the Big Box app, all right? So what we're able to do-- and this is going to be the start of our story in here-- is a couple of things. Number one, you'll notice I have a parking place assigned. So I made an appointment that's going to be at 4 o'clock, and now I can go with the parking-- I now have dedicated parking for me out in the lot.
The other thing you'll notice is our shopping list. So we've got the light bulb. We've got the jersey that Aidan selected on the screen in the other room. And those elements, if we map them, we can see where these are in the store. Because we have these products identified, and then with location-based services, we know where I am inside this physical environment. So that way, for the customer coming into our retail environment, we have a real customised experience. But we're going to watch how that manifests itself in a couple of other locations.
All right, so the parking place we have reserved at Big Box that allows us to get in and out of the store, we actually do that in Building 10 in San Jose. So here we have a map of Building 10 that we're monitoring, and we have sensors underneath the parking places. So we can determine whether or not the space is occupied, or it's vacant, and that way we can reserve it for customers. They come to see us at the EBC, and we get them directly into that parking spot.
So here we are at POP with our Big Box bright lights. If you remember, these light bulbs, they have a sensor embedded in them, and they put themselves on our shopping list when they were reaching the end of their life. So they knew that, and they put it on the list. So here at POP, we could have this iPad with all this great product information on it. We can also host a video that gives us some information about what we're able to do regarding lighting in the home.
The other thing we can do is just call the manufacturer. So if people on the floor don't know about the product, we can just call into the call centre using a Jabber client on this iPad, and there we have our representative. Give everybody a wave. Awesome. We can call our manufacturer, and she can tell us directly about the Big Box Big Bright Light right here. And we can get some information about that. Thanks so much.
So, a way that we can really change the Internet of Everything experience directly at POP. But let's take a look at what's going on behind the store next.
So this is one of my associates' iPad right here. This is Cheryl's iPad. And it's got her schedule. It's got some promotions that we're running. And it's got where we need her next.
So we're just going to hit this lighting piece. She's going to see Mary Stone at 4 o'clock. But right over here we have a shopping cart that has a Wi-Fi tag on it. That allows the customer inside the store to hit that button when they need help.
So we're going to send Cheryl to that shopping cart, right? Because what we want to do is make sure that we pair up the right associate with the expertise needed in the store. So as you can see here, I've got my shopping cart that needs some attention in Soft Goods and there is Cheryl, who's really an expert there. So I want to send her directly to the shopping cart. I have other associates in the area, but she's the expert. I want to make sure that she's available there.
Let's talk about how all this data rolls up into how we manage the store. Shown here on this device, what we have all of our checkout lanes here. This tells us where all my carts are going in the store and when they're rolling out of the piece. It also tells me how long they shop inside the store. So I now know, in 23 minutes, I've got to have some more of my staff open up checkout lines, because this wave of carts are going to come in.
I also use surveillance-level data that we're doing up here, as well as the cart data, as well as people that are on the Wi-Fi network, to heat-map the entire store. So now I can figure out both associates that aren't in the right place, and get them placed over, but also where my traffic is going inside the store. All of this rolls into this dashboard that's over there on the final position, that's right here.
So that takes us to this dashboard, this IoE dashboard, that allows the manager to really manage the store much more effectively. So we looked at all this data that's going on inside the store. We have customers that are parking in the lot on appointment. We've got carts that are signalling. We're sending our associates out for there. We're looking at what's going on in the checkout lanes.
All of that data that's being captured in this environment is part of the Internet of Everything. So that manifests itself. For example, I know those carts are coming back in 20 minutes. So in blue are my checkout numbers. In white are-- I need to open up five more lanes in 20 more minutes.
So all of this information would be hosted on a platform that this Big Box retailer would be providing to their customer set. So that's where Cisco's network comes in, providing security, cloud services, application, predictive analytics. Being able to provide these types of applications to our customer set and roll them out, with security, all the way to the edge, with application-specific silicon that is set on very particular tasks in the data centre, a mix of maybe virtualised and physical environments-- all of our network expertise is what drives these type of Internet of Everything, where we're combining devices that are in the physical realm and are then now brought on-board onto the network and are now part of our experience. So thank you from CES 2014, and we look forward to seeing you in the next event.
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