System for managing communications activated by a trigger event
View Patent ↗A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.
1. An apparatus comprising:
a wearable enclosure;
a user interface in the wearable enclosure;
a sensor in the wearable enclosure;
a network interface in the wearable enclosure;
a processor in the wearable enclosure and coupled to the user interface, the sensor, and the network interface; and
a memory in the wearable enclosure and coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to:
register a plurality of registered events in the memory, each of the registered events comprising one or more event attributes;
establish a network link between a call center and the apparatus using the network interface;
detect input data from the sensor indicative of a distance to a contact center agent engaged in communication with a customer;
determine whether the distance satisfies one or more conditions of the one or more attributes of a registered event of the plurality of registered events;
in response to determining that the distance satisfies the one or more conditions of the registered event, transmit a request over the network link;
in response to the request, receive information regarding the communication between the contact center agent and the customer;
display the information on the user interface; and
monitor the communication between the contact center agent and the customer.
2. The apparatus of claim 1 , wherein the network link is a wireless link.
3. The apparatus of claim 1 , wherein the user interface comprises a voice controlled interface.
4. The apparatus of claim 1 , wherein the user interface includes a display.
5. The apparatus of claim 1
wherein the sensor includes an optical recognition module.
6. The apparatus of claim 1 , wherein the request comprises information corresponding to the input data associated with the event.
7. The apparatus of claim 1 ,
wherein the sensor includes one or more bio-sensors.
8. A method comprising:
recording, using a wearable communications appliance comprising a microprocessor, a memory, a sensor, a user interface, and a network interface, sensor data collected by the sensor, wherein the sensor data is indicative of a distance to a contact center agent engaged in communication with a customer;
registering, using the microprocessor, a plurality of registered events in the memory, each of the registered events comprising one or more event attributes;
establishing a network link between a node and the apparatus using the network interface;
comparing, using the microprocessor, the distance against a plurality of conditions of the one or more event attributes of the registered events;
in response to determining that the distance satisfies one or more conditions of the one or more attributes of a registered event of the plurality of registered events, transmit a request over the network link;
in response to the request, receive information regarding the communication between the contact center agent and the customer;
display the information on the user interface; and
monitor the communication between the contact center agent and the customer.
9. The method of claim 8 , wherein the network link is the Internet.
10. The method of claim 8 , wherein the user interface comprises a display.
11. The method of claim 8 , wherein the sensor data comprises audio activity, visual activity, location, velocity, time of activity, or environmental data.
12. The method of claim 11 , wherein the audio activity is recorded via a microphone coupled to the wearable communications appliance and wherein the visual activity is recorded using a camera coupled to the wearable communications appliance.
13. The method of claim 8 , wherein the request comprises data corresponding to the sensor data.
14. The method of claim 8 , wherein the sensor comprises one or more biosensors.
15. The method of claim 8 , wherein the sensor comprises a voice recognition module.
16. The method of claim 8 wherein the request comprises a message request.
17. The method of claim 8 wherein the request comprises a recoded voice request.