SYSTEMS AND METHODS FOR PROVIDING CUSTOMER SUPPORT

• US 20130080258A1
• Filed: 11/16/2012
• Published: 03/28/2013
• Est. Priority Date: 10/15/2004
• Status: Active Grant

• Current Assignee: Kioba Processing, LLC (IP Investments Group LLC)
• Original Assignee: MUSE Green Investments LLC (Intellectual Ventures LLC)
• Inventors: Tran, Bao Q.
• Granted Patent: US 8,902,882 B2
• Time in Patent Office: Days
• US Class Current: 705/14.64
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0207 Discounts or incentives, e.g. coupons or rebates
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: G06Q 30/0273 Determination of fees for advertising
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/567 Multimedia conference systems

Abstract

Systems and methods are disclosed for providing sales or customer support using a telephone having a camera to capture at least a partial image of a product or service; wherein the at least partial image is used to select a database updated by one or more knowledgeable persons on the product or service.

Claims

1. A method comprising:

receiving data indicative of a descriptor associated with a product or service from a portable device having a camera configured to capture an image of the descriptor and communicate the data indicative of the descriptor; and

based on the data indicative of the descriptor, initiating a connection to a pre-selected information center comprising information relating to the product or service.

2. The method of claim 1, wherein the descriptor comprises a code.

3. The method of claim 1, wherein the descriptor comprises a graphical code.

4. The method of claim 3, wherein the graphical code comprises a bar code.

5. The method of claim 1, wherein the portable device comprises a cellular telephone.

6. The method of claim 1, wherein the portable device comprises a handheld wireless device.

7. The method of claim 1, comprising sending an offer to the portable device as the portable device passes a merchant'"'"'s point of offer.

8. A system comprising:

a data center configured to provide support for a product or service in response to receipt of data indicative of a descriptor associated with the product or service from a portable device having a camera configured to capture an image of the descriptor and communicate the data indicative of the descriptor, wherein the data indicative of the descriptor is used to select a database comprising data relating to the product or service.

9. The system of claim 8, wherein the descriptor comprises a code.

10. The system of claim 8, wherein the descriptor comprises a graphical code.

11. The system of claim 10, wherein the graphical code comprises a bar code.

12. The system of claim 8, wherein the portable device comprises a cellular telephone.

13. The system of claim 8, wherein the portable device comprises a handheld wireless device.

14. The system of claim 8, wherein the data center is further configured to distribute coupons or advertisements.

15. The system of claim 8, wherein the data center is further configured to redeem coupons or transmit coupons to the portable device.

16. A portable device comprising a camera and a storage medium, the storage medium comprising instructions configured to cause the portable device to:

capture an image of a descriptor associated with a product or service;

send data indicative of the descriptor to a remote data center; and

establish a support connection with the remote data center, wherein the support connection relates to the product or service.

17. The portable device of claim 16, wherein the support connection comprises a connection to a pre-selected person knowledgeable about the product or service.

18. The portable device of claim 16, wherein the descriptor comprises a code.

19. The portable device of claim 16, wherein the descriptor comprises a graphical code.

20. The portable device of claim 19, wherein the graphical code comprises a bar code.