Enhanced communication with an application service provider based on medical telemetry collected by a user device
Embodiments disclosed herein provide methods, systems, and computer readable storage media for facilitating enhanced communication with an application service provider based on medical telemetry collected by a user device. In a particular embodiment, a method provides collecting medical telemetry of a user of the user communication device and processing the medical telemetry to identify abnormalities therein. Upon identifying at least one abnormality in the medical telemetry, the method provides determining whether the at least one abnormality indicates that the user is experiencing a health issue. After determining that the at least one abnormality indicates that the user is experiencing the health issue, the method provides transferring a health notification indicating the health issue to the application service provider.
1. A non-transitory computer readable storage medium having instructions stored thereon that, when executed by a user communication device, direct the user communication device to perform a method of communicating with a contact center staffed by a plurality of agents, the method comprising:
collecting medical telemetry of a user of the user communication device;
processing the medical telemetry to identify abnormalities therein;
upon identifying at least one abnormality of the abnormalities in the medical telemetry, determining that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality, wherein the health issue is one of a plurality of health issues that could be indicated by the abnormalities in the medical telemetry;
in response to determining that the at least one abnormality indicates that the user is experiencing the health issue:
transferring a health notification indicating the health issue to the contact center, and
initiating a real-time user communication to the contact center, wherein the contact center uses the health issue indicated by the health notification to identify an agent of the plurality of agents to which the real-time user communication should be directed based on expertise of the agent for handling the health issue and a priority for the real-time user communication relative to other user communications being handled by the contact center, and wherein the real-time user communication comprises a voice call, a video call, or a text chat over which the user and the agent can communicate in real time; and
establishing the real-time user communication with an agent system operated by the agent.
2. The non-transitory computer readable storage medium of claim 1 , wherein the method further comprises exchanging captured communications from the user and the agent over the real-time user communication.
3. The non-transitory computer readable storage medium of claim 1 , wherein the priority corresponds to how time sensitive the health issue is relative to other health issues of the other user communications.
4. The non-transitory computer readable storage medium of claim 1 , wherein said collecting the medical telemetry of the user comprises:
receiving the medical telemetry captured by a plurality of monitor devices external to the user communication device.
5. The non-transitory computer readable storage medium of claim 1 , wherein said processing the medical telemetry to identify the abnormalities therein comprises:
comparing the medical telemetry to a profile for the user that indicates normal values for the medical telemetry; and
wherein the at least one abnormality is identified if a value in the medical telemetry falls outside a corresponding value of the normal values for the medical telemetry.
6. The non-transitory computer readable storage medium of claim 1 , wherein said processing the medical telemetry to identify the abnormalities therein comprises:
comparing the medical telemetry to medical telemetry patterns that correspond to the abnormalities; and
wherein the at least one abnormality is identified if a pattern in the medical telemetry substantially matches one of the medical telemetry patterns.
7. The non-transitory computer readable storage medium of claim 1 , wherein the method further includes:
collecting the non-medical telemetry.
8. The non-transitory computer readable storage medium of claim 1 , wherein the method further comprises:
before initiating the real-time user communication, providing the user with an option to override the determination that the at least one abnormality indicates that the user is experiencing the health issue.
9. The non-transitory computer readable storage medium of claim 1 , wherein the method further comprises:
receiving information from the contact center based on the health notification; and
presenting the information to the user.
10. The non-transitory computer readable storage medium of claim 1 , wherein said transferring the health notification comprises:
transferring the health notification in one of a Session Initiation Protocol (SIP) session request or a data channel associated with a Web Real-Time Communication (WebRTC) media connection request.
11. A method of operating a contact center system of a contact center staffed by a plurality of agents, to handle communications, the method comprising:
receiving, from a user communication device, a health notification about a user of the user communication device, wherein the user communication device transfers the health notification and initiates a real-time user communication to the contact center in response to determining that medical telemetry collected by the user communication device includes at least one abnormality and determining that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality, wherein the health issue is one of a plurality of health issues that could be indicated by abnormalities in the medical telemetry, wherein the real-time user communication comprises a voice call, a video call, or a text chat over which the user and an agent of the plurality of agents can communicate in real time, and wherein the health notification indicates the health issue;
using the health issue indicated by the health notification to identify the agent of the plurality of agents to which the real-time user communication should be directed based on expertise of the agent for handling the health issue and a priority for the real-time user communication relative to other user communications being handled by the contact center; and
establishing the real-time user communication between the user communication device and an agent system operated by the agent.
12. The method of claim 11 , wherein the priority corresponds to how time sensitive the health issue is relative to other health issues of the other user communications.
13. The method of claim 11 , further comprising:
transferring a request for more detailed medical information to the user communication device; and
after the user provides consent, receiving the more detailed medical information from the user communication device.
14. The method of claim 11 , further comprising:
providing a user profile to the user communication device, wherein the user communication device processes the medical telemetry with the user profile to determine whether the at least one abnormality indicates that the user is experiencing the health issue.
15. The method of claim 14 , further comprising:
during the real-time user communication, receiving feedback regarding the health issue;
adjusting the user profile based on the feedback; and
transferring the adjusted user profile to the user communication device.
16. A contact center system of a contact center staffed by a plurality of agents, for handling communications, the contact center system comprising:
a communication interface configured to receive, from a user communication device, a health notification about a user of the user communication device, wherein the user communication device transfers the health notification and initiates a real-time user communication to the contact center in response to determining that medical telemetry compiled by the user communication device includes at least one abnormality and determining that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality, wherein the health issue is one of a plurality of health issues that could be indicated by abnormalities in the medical telemetry and wherein the health notification indicates the health issue, and establish the real-time user communication between the user communication device and an agent system operated by an agent of the plurality of agents, and wherein the real-time user communication comprises a voice call, a video call, or a text chat over which the user and the agent can communicate in real time; and
a processing system configured to use the health issue to identify the agent to which the real-time user communication should be directed based on expertise of the agent for handling the health issue and a priority for the real-time user communication relative to other user communications being handled by the contact center.
17. The contact center system of claim 16 , wherein the priority corresponds to how time sensitive the health issue is relative to other health issues of the other user communications.
18. The contact center system of claim 16 , wherein the communication interface is further configured to:
transfer a request for more detailed medical information to the user communication device, wherein the user communication device prompts the user for consent to transfer the more detailed medical information to the contact center; and
after the user provides consent, receive the more detailed medical information from the user communication device.
19. The contact center system of claim 16 , wherein:
the processing system is further configured to generate a user profile; and
the communication interface is further configured to transfer the user profile to the user communication device, wherein the user communication device processes the medical telemetry with the user profile to determine whether the at least one abnormality indicates that the user is experiencing the health issue.
20. The contact center system of claim 19 , further comprising:
a user interface configured to receive feedback regarding the health issue during the real-time user communication;
wherein the processing system is further configured to adjust the user profile based on the feedback; and
the communication interface is further configured to transfer the adjusted user profile to the user communication device.