Systems and methods for location based call routing

• US 10,171,670 B1
• Filed: 08/15/2016
• Issued: 01/01/2019
• Est. Priority Date: 04/02/2008
• Status: Active Grant

• Current Assignee: United States Automobile Association (United Services Automobile Association)
• Original Assignee: United Services Automobile Association
• Inventors: Oakes, Charles Lee
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Intavong, Jirapon
• Application Number:
  US15/237,533
• Time in Patent Office: 869 Days
• Field of Search: 37926502
• CPC Class Codes: G06Q 40/08 Insurance
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

Disclosed herein are a system, method, and computer-readable medium with instructions for recommending a service provider based on a user'"'"'s approximate current location. The service provider may be recommended for a service that is verified under a user'"'"'s insurance policy and is also within proximity to the user'"'"'s approximate current location. The user'"'"'s approximate current location may be determined by location-based technology. The entity that receives and/or recommends the service provider may initiate a request for the service from the service provider. Further embodiments are related to routing a call to provide information to the user that is responsive to the user'"'"'s location-relevant request. For example, systems, such as an automotive telematics system, may request information and be routed to the appropriate division of a user'"'"'s insurance provider such that the automotive telematics system can provide services to the user that are user-specific (e.g., covered by the user'"'"'s insurance policy).

Claims

1. A computer-implemented method comprising:

receiving, by a computer from a user device integrated in a vehicle, a notification indicating a user is requesting one or more services associated with the user, according to a database indicating the one or more services associated with each respective user;

receiving, by the computer, a geo-location indicator identifying a location of the user device;

identifying, by the computer from the database, one or more data records corresponding to the user;

when the one or more services requested by the user are consistent with the one or more data records corresponding to the user;

identifying, by the computer, a service provider for each of the one or more services in proximity to the vehicle'"'"'s approximate current location; and

upon receiving a call from a mobile device, routing, by the computer, the call from the mobile device to a call-center representative based on the notification of each requested service that is consistent with the one or more data records corresponding to the user and the user'"'"'s approximate current location, wherein the computer identifies that the mobile device is associated with the user based on an identifier of the mobile device of the user; and

transmitting, by the computer, a second notification to the mobile device containing a recommendation for each service provider within proximity to the vehicle.

2. The method of claim 1, wherein the computer is managed by an insurance provider.

3. The method of claim 2, further comprising, initiating, by the computer, an insurance claim.

4. The method of claim 1, wherein the second notification includes a recommendation to a preferred service provider that provides the user with savings for the service.

5. The method of claim 1, further comprising initiating, by the computer, a request with one of the service providers.

6. The method of claim 1, wherein a service from the one or more services is covered by an insurance policy.

7. A computing system comprising:

a coverage provider server comprising a processor configured to;

receive, from a user device integrated in a vehicle, a notification indicating a user is requesting one or more services associated with the user, according to a database indicating the one or more services associated with each respective user;

receive a geo-location indicator identifying a location of the user device;

identifying, from the database, one or more data records corresponding to the user;

when the one or more services requested by the user are consistent with the one or more data records corresponding to the user;

identify a service provider for each of the one or more services in proximity to the vehicle'"'"'s approximate current location; and

transmit a second notification containing a recommendation for each service provider within proximity to the vehicle to the user device; and

a call routing device configured to, upon the computer determining that each service provider of the service is associated with the user;

route a call from a mobile device to a call-center representative based on the notification of each requested service that is consistent with the one or more data records corresponding to the user and the vehicle'"'"'s approximate current location, wherein the computer identifies that the mobile device is associated with the user based on an identifier of the mobile device matching the user.

8. The system of claim 7, wherein the coverage provider server is managed by an insurance provider.

9. The system of claim 8, wherein the processor is further configured to initiate an insurance claim.

10. The system of claim 7, further comprising initiating, by the coverage provider server, a request with one of the service providers.

11. The system of claim 7, wherein the second notification includes a recommendation to a preferred service provider that provides the user with savings for the service.

12. The system of claim 7, wherein a service from the one or more services is covered by an insurance policy.

13. A non-transitory computer-readable storage medium comprising computer-readable instructions for performing a computer-implemented method, the computer-readable instructions comprising instructions for:

receiving, by a computer, from a user device integrated in a vehicle, a notification indicating a user is requesting one or more services associated with the user, according to a database indicating the one or more services associated with each respective user;

receiving, by the computer, a geo-location indicator identifying a location of the user device;

identifying, by the computer from the database, one or more data records corresponding to the user;

when the one or more services requested by the user are consistent with the one or more data records corresponding to the user;

identifying, by the computer, a service provider for each of the one or more services in proximity to the user'"'"'s approximate current location; and

upon receiving a call from a mobile device, routing, by the computer, the call from the mobile device to a call-center representative based on the notification of each requested service that is consistent with the one or more data records corresponding to the user and the vehicle'"'"'s approximate current location, wherein the computer identifies that the mobile device is associated with the user based on an identifier of the mobile device matching the user; and

transmitting, by the computer, a second notification to the mobile device containing a recommendation for each service provider within proximity to the vehicle.

14. The computer-readable storage medium of claim 13, wherein the computer is managed by an insurance provider.

15. The computer-readable storage medium of claim 14, further comprising, instructions for initiating, by the computer, an insurance claim.

16. The computer-readable storage medium of claim 13, further comprising instructions for initiating, by the computer, a request with one of the service providers.

17. The computer-readable storage medium of claim 13, wherein the second notification includes a recommendation to a preferred service provider that provides the user with savings for the service.

18. The computer-readable storage medium of claim 13, wherein a service from the one or more services is covered by an insurance policy.