Granted Patent B2

US 9,143,896 · App. 13/273,459 · Granted Sep 22, 2015

Abstract

Claims (54)

1. A non-transitory computer-readable medium having stored thereon computer executable instructions, wherein the instructions perform steps for distributing a service center call, comprising:

hosting a database of information regarding service agent availability;

providing a user interface comprising user interface elements for allowing a service agent to update the database regarding the availability of the service agent to receive service calls;

receiving a customer service call request;

determining the location of a customer originating the customer service call request;

determining an estimated amount of time until at least one service agent within a predetermined location threshold of the location of the customer is expected to be available to service the customer service call request;

routing the customer service call request to the at least one service agent within the predetermined location threshold of the location of the customer, if only one service agent is currently available to receive service calls and the estimated amount of time is less than or equal to a predetermined response time threshold;

allowing the customer to choose a service location, if a service agent is currently available to receive service calls at each of two or more service locations within the predetermined location threshold of the location of the customer and the estimated amount of time is less than or equal to the predetermined response time threshold, and routing the customer service call request to the available service agent at the service location chosen the customer;

routing the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if there are no available service agents within the predetermined location threshold of the location of the customer, and

routing the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if the estimated amount of time is greater than a predetermined response time threshold.

2. The non-transitory computer readable medium as defined in claim 1 , wherein determining the location of the customer further comprises identifying whether the customer is in a service location.

3. The non-transitory computer readable medium as defined in claim 2 , wherein the service location is a retail establishment.

4. The non-transitory computer readable medium as defined in claim 2 , wherein routing the customer service call request further comprises routing the customer service call request to a service agent located in the same retail location as the customer.

5. The non-transitory computer readable medium as defined in claim 1 , wherein determining availability of at least one service agent within a predetermined location threshold of the location of the customer to service the customer service call request further comprises determining availability of at least one service agent closest to the location of the customer.

6. The non-transitory computer readable medium as defined in claim 5 , further comprising routing the customer service call request to the at least one service agent closest to the location of the customer.

7. The non-transitory computer readable medium as defined in claim 1 , wherein the customer service call request initiates a video call from the customer.

8. The non-transitory computer readable medium as defined in claim 1 , wherein the customer service call request is initiated by the customer by scanning a scannable code using a personal communication device of the customer.

9. The non-transitory computer readable medium as defined in claim 1 , wherein determining the location of the customer includes at least one of utilizing global positioning system data, utilizing network utilization data, or utilizing indoor positioning data.

10. The non-transitory computer readable medium as defined in claim 1 , wherein the user interface further includes user interface elements to allow the customer to originate the customer service call request.

11. The non-transitory computer readable medium as defined in claim 10 , wherein the user interface further includes user interface elements to allow the customer to conduct the customer service call request with the service agent.

12. The non-transitory computer readable medium as defined in claim 1 , wherein the user interface is provided on a mobile device.

13. A computer system for distribution of a service center call, the system comprising:

a database provided with information regarding the availability of a plurality of service agents;

a user interface comprising user interface elements to allow the service agents to update the database with information regarding their availability to receive a customer service call;

a receiver for receiving a customer service call request; and

a processor to determine the location of the origination of the customer service call request,

to access the database to determine an estimated amount of time until availability of at least one service agent within a predetermined location threshold of the location of the origination of the customer service call request,

to route the customer service call request to the at least one service agent within the predetermined location threshold of the location of the origination of the customer service call request, if only one service agent is currently available to receive service calls and the estimated amount of time is less than or equal to a predetermined response time threshold,

to allow the customer to choose a service location, if a service agent is currently available to receive service calls at each of two or more service locations within the predetermined location threshold of the location of the customer and the estimated amount of time is less than or equal to the predetermined response time threshold, and route the customer service call request to the available service agent at the service location chosen the customer,

to route the customer service call request to a service agent outside of the predetermined location threshold of the location of the origination of the customer service call request, if there are no available service agents within the predetermined location threshold of the location of the origination of the customer service call request, and

to route the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if the estimated amount of time is greater than a predetermined response time threshold.

14. The computer system as defined in claim 13 , wherein the processor further determines the location of the customer by identifying whether the customer is in a retail location.

15. The computer system as defined in claim 14 , wherein the processor routes the customer service call request to an service agent located in the same retail location as the origination of the customer service call request.

16. The computer system as defined in claim 15 , wherein the processor determines availability of at least one service agent within a predetermined location threshold of the location of the origination of the customer service call request by determining availability of at least one service agent closest to the location of the customer.

17. The computer system as defined in claim 13 , wherein the customer service call request initiates a video call from the customer.

18. The computer system as defined in claim 13 , wherein the processor determines the location of the origination of the customer service center call by at least one of utilizing global positioning system data, utilizing network utilization data, or utilizing indoor positioning data.

19. The computer system as defined in claim 13 , wherein the user interface further comprises user interface elements to allow the customer to originate the customer service call request.

20. The computer system as defined in claim 19 , wherein the user interface further comprises user interface elements to allow the customer to conduct the customer service call request with the service agent.

21. The computer system as defined in claim 13 , wherein the user interface is provided on a mobile device.

22. A method of operating a computer system for distributing service center calls, the method comprising:

in at least one processor of the computer system operable to communicate with a terminal device of a customer,

hosting a database of information regarding service agent availability;

providing a user interface comprising user interface elements for allowing a service agent to update the database regarding the availability of the service agent to receive service calls;

receiving a customer service call request;

determining the location of a customer originating the customer service call request;

determining availability of at least one service agent within a predetermined location threshold of the location of the customer to service the customer service call request;

routing the customer service call request to the at least one service agent within the predetermined location threshold of the location of the customer, if only one service agent is currently available to receive service calls and the estimated amount of time is less than or equal to a predetermined response time threshold;

allowing the customer to choose a service location, if a service agent is currently available to receive service calls at each of two or more service locations within the predetermined location threshold of the location of the customer and the estimated amount of time is less than or equal to the predetermined response time threshold, and routing the customer service call request to the available service agent at the service location chosen the customer;

routing the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if there are no available service agents within the predetermined location threshold of the location of the customer, and

routing the customer service call request to a service agent outside of the predetermined location threshold of the location of the customer, if the estimated amount of time is greater than a predetermined response time threshold.

23. The method as defined in claim 22 , wherein determining the location of the customer further comprises identifying whether the customer is in a retail location.

24. The method as defined in claim 23 , wherein routing the customer service call request further comprises routing the customer service call request to an agent located in the same retail location as the customer.

25. The method as defined in claim 22 , wherein determining availability of at least one service agent within a predetermined location threshold of the location of the customer to service the customer service call request further comprises determining availability of at least one service agent closest to the location of the customer.

26. The method as defined in claim 22 , wherein the user interface is provided on a mobile device.

Assignments (17)