Call routing to subject matter specialist for network page

• US 8,787,540 B1
• Filed: 08/25/2011
• Issued: 07/22/2014
• Est. Priority Date: 08/25/2011
• Status: Expired due to Fees

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Scott, Sean M.
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US13/217,364
• Time in Patent Office: 1,062 Days
• Field of Search: 379/93.23, 379/90.01, 379/265.09, 379/265.12, 370/352
• US Class Current: 379/93.23
• CPC Class Codes: H04M 3/42119 where the identifier is a Uniform Resource Locator
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

Disclosed are various embodiments for location based call routing to a subject matter specialist. A call request is received from a computing device which includes an identifier of a network page. A topic specialist for the network page is identified from the contents of the network page. The call request is completed by establishing a call between the computing device and another computing device which is operated by the topic specialist.

Claims

1. A non-transitory computer-readable medium embodying a program executable in a computing device, the program comprising:

code that receives a call request from a mobile computing device, the call request including an identifier of a network page but excluding a callee phone number;

code that retrieves the network page in response to the call request;

code that semantically analyzes the network page to determine one or more keywords;

code that identifies a plurality of candidate topics on the network page based at least in part on the one or more keywords;

code that, in response to identifying the plurality of candidate topics, prompts a user of the mobile computing device to select at least one of the plurality of candidate topics;

code that identifies a topic specialist based at least in part on a user selection of at least one of the plurality of candidate topics;

code that maps the identified topic specialist to a phone number associated with a computing device used by the topic specialist; and

code that uses the phone number to complete the call request by connecting a call between the mobile computing device and the computing device used by the topic specialist.

2. The non-transitory computer readable medium of claim 1, wherein the call is selected from the group consisting of a voice call, a video call, and a multimedia call.

3. A method executed by a computer, comprising

receiving, by the computer, a call request from a computing device, the call request including an identifier of a network page;

retrieving, by the computer, browse history information associated with a user corresponding to the computing device;

semantically analyzing, by the computer, the network page and at least one previous network page from the browse history information to determine one or more keywords;

identifying, by the computer, a plurality of candidate topics for the network page based at least in part on the one or more keywords;

prompting, by the computer, a user of the computing device to select at least one of the plurality of candidate topics;

dynamically identifying, by the computer, a topic specialist based at least in part upon a user selection of at least one of the plurality of candidate topics; and

completing, by the computer, the call request by establishing a call between the computing device and another computing device, the another computing device operated by the topic specialist.

4. The method of claim 3, wherein dynamically identifying the topic specialist comprises dynamically identifying a plurality of candidate topics for the network page based at least in part upon the one or more keywords.

5. The method of claim 4, wherein dynamically identifying the topic specialist is performed in response to receiving the call request.

6. The method of claim 4, wherein dynamically identifying a topic specialist further comprises identifying the topic specialist based at least in part on the identified plurality of candidate topics.

7. The method of claim 4, wherein dynamically identifying the plurality of candidate topics comprises:

classifying the network page into at least one of the plurality of candidate topics based at least in part on the one or more keywords.

8. The method of claim 4, wherein dynamically identifying the plurality of candidate topics comprises:

analyzing the network page to determine the plurality of candidate topics;

using a taxonomy to place the plurality of candidate topics into a hierarchy; and

rendering the hierarchy associated with the plurality of candidate topics in a display associated with the computing device.

9. The method of claim 3, further comprising:

determining a phone number associated with the another computing device operated by the topic specialist.

10. The method of claim 3, wherein the call is selected from the group consisting of a voice call, a video call, and a multimedia call.

11. A system, comprising:

at least one computing device; and

an application executable in the at least one computing device, the application comprising;

logic that receives a call request from a computing device on behalf of a caller, the call request including an identifier of a network page;

logic that retrieves browse history information associated with a user corresponding to the computing device;

logic that dynamically identifies a plurality of candidate topics for the network page based at least in part on content of the network page and at least one network page from the browse history information;

logic that prompts the caller to select at least one of the plurality of candidate topics;

logic that identifies a topic specialist based at least in part on a user selection at least one of the plurality of candidate topics; and

logic that completes the call request by establishing a call between the computing device and a phone number associated with the topic specialist.

12. The system of claim 11, wherein the logic that dynamically identifies a plurality of candidate topics for the network page executes in response to the call request.

13. The system of claim 11, the logic that dynamically identifies a plurality of candidate topics for the network page comprising:

logic that performs semantic analysis on the content of the network page and the at least one network page from the browse history information to determine one or more keywords; and

logic that classifies the network page into a topic based at least in part on the one or more keywords.

14. The system of claim 13, wherein the logic that performs semantic analysis is responsive to the call request.

15. The system of claim 11, the logic that identifies the plurality of candidate topics for the network page comprising:

logic that analyzes the content of the network page and the at least one network page from the browse history information to determine one or more keywords;

logic that associates individual ones of the one or more keywords with a hierarchy level, the hierarchy level selected from the group consisting of a product, a product category and a product subcategory; and

logic that classifies the network page into one of the plurality of candidate topics based at least in part on the one or more keywords and the hierarchy level associated with the individual ones of the one or more keywords.

16. The system of claim 11, wherein the network page is selected from the group consisting of a product category page, a product subcategory page, and a product detail page.

17. The system of claim 11, the application further comprising logic that maps the topic specialist to the phone number.

18. The system of claim 11, wherein the call is selected from the group consisting of a voice call, a video call, and a multimedia call.