Location based call routing to subject matter specialist
First Claim
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1. A non-transitory computer-readable medium embodying a program executable in a mobile computing device, the program, when executed, being configured to cause the mobile computing device to at least:
- obtain a product assistance request associated with a mobile user;
obtain a current intra-building location of the mobile computing device, the current intra-building location being associated with at least one of a particular department of a plurality of departments or a particular aisle of a plurality of aisles;
generate a request to initiate a voice call, the request including the current intra-building location of the mobile computing device and a product category;
identify a product specialist associated with the current intra-building location of the mobile computing device based at least in part on the current intra-building location being associated with the at least one of the particular department or the particular aisle;
obtain confirmation that the voice call has been established with a computing device associated with the product specialist;
send audio from the mobile computing device to the computing device associated with the product specialist;
obtain audio from the computing device associated with the product specialist, the audio from the computing device associated with the product specialist being associated with the product specialist; and
terminate the voice call in response to a termination request.
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Abstract
Disclosed are various embodiments for location based call routing to a subject matter specialist. A call request is obtained from a computing device. The call request pertains to a topic and includes a current location of the computing device. A topic specialist for the topic is identified based at least in part upon the current location of the computing device. The call request is completed by establishing a call between the computing device and a computing device used by the topic specialist.
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Citations
20 Claims
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1. A non-transitory computer-readable medium embodying a program executable in a mobile computing device, the program, when executed, being configured to cause the mobile computing device to at least:
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obtain a product assistance request associated with a mobile user; obtain a current intra-building location of the mobile computing device, the current intra-building location being associated with at least one of a particular department of a plurality of departments or a particular aisle of a plurality of aisles; generate a request to initiate a voice call, the request including the current intra-building location of the mobile computing device and a product category; identify a product specialist associated with the current intra-building location of the mobile computing device based at least in part on the current intra-building location being associated with the at least one of the particular department or the particular aisle; obtain confirmation that the voice call has been established with a computing device associated with the product specialist; send audio from the mobile computing device to the computing device associated with the product specialist; obtain audio from the computing device associated with the product specialist, the audio from the computing device associated with the product specialist being associated with the product specialist; and terminate the voice call in response to a termination request. - View Dependent Claims (2)
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3. A computer-implemented method comprising:
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obtaining, by at least one computing device, a call request from a client device, the call request pertaining to a current intra-building location of the client device, wherein the current intra-building location is associated with at least one of a particular department or a particular aisle; identifying, by the at least one computing device, a topic associated with the current intra-building location of the client device based at least in part on the current intra-building location being associated with the at least one of the particular department or the particular aisle; identifying, by the at least one computing device, a topic specialist for the topic; and completing, by the at least one computing device, the call request by initiating a call between a computing device associated with the topic specialist and the client device. - View Dependent Claims (4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system, comprising:
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at least one computing device; and a specialist locator application executable by the at least one computing device, the specialist locator application configured to cause the at least one computing device to at least; obtain a call request from a mobile computing device, the call request including a current location of the mobile computing device, wherein the current location is associated with at least one of a particular department or a particular aisle of a store; map the current location of the mobile computing device to an item specialist based at least in part on the current location being associated with the at least one of the particular department or the particular aisle of the store; and complete the call request by initiating a call between the mobile computing device and a computing device associated with the item specialist. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20)
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Specification