System for managing communications activated by a trigger event

• US 10,104,178 B2
• Filed: 05/27/2014
• Issued: 10/16/2018
• Est. Priority Date: 05/27/2014
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Kumar, Rajiv S., Ristock, Herbert
• Primary Examiner(s): Bui, Jonathan A
• Application Number:
  US14/288,359
• Publication Number:
  US 20150350331A1
• Time in Patent Office: 1,603 Days
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04M 2203/2094 Proximity
• CPC Class Codes: H04M 2250/22 including a touch pad, a touch sensor or a touch detector digitizers for touch screens G06F3/041
• CPC Class Codes: H04M 7/0024 Services and arrangements where telephone services are combined with data services arrangements which combine a telephonic equipment and a computer H04M7/0012

Abstract

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.

Claims

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.