Customer assistance request system using smart device

• US 9,053,506 B2
• Filed: 07/12/2012
• Issued: 06/09/2015
• Est. Priority Date: 03/22/2012
• Status: Active Grant

• Current Assignee: Sensormatic Electronics LLC (Johnson Controls International plc)
• Original Assignee: Tyco Fire & Security GmbH (Johnson Controls International plc)
• Inventors: Van Nest, Nancy Lee, Hall, Stewart E., Rasband, Paul Brent, Relihan, Timothy J., Salcedo, David M., Leon, Gustavo
• Primary Examiner(s): Ibrahim, Mohamed
• Assistant Examiner(s): FIORILLO, JAMES N
• Application Number:
  US13/547,628
• Publication Number:
  US 20130254304A1
• Time in Patent Office: 1,062 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/043 using or handling presence information
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements

Abstract

A method and computer for responding to an assistance request message. An assistance request message from a requester mobile device associated with a requester is received at a response computer. The assistance request message includes at least one input parameter. A responder is determined, from multiple potential responders, to respond to the assistance request message. The responder is associated with responder data corresponding to the at least one input parameter. An availability inquiry message to a responder device associated with the responder is transmitted. A response to the availability inquiry message is received from the responder device. When the response to the availability inquiry message indicates that the responder is available to respond to the assistance request message, the requester mobile device is notified that the responder is available.

Claims

1. A computer comprising,

a receiver, the receiver in communication to receive an assistance request message initiated by a requester mobile device associated with a requester, the assistance request message including at least one input parameter, the at least one input parameter including a location associated with the requester;

a processor in communication with the receiver, the processor coupled to a memory device and executing instructions to;

compare the at least one input parameter to at least responder data associated with a plurality of responders, the responder data being stored in at least one database;

select a responder, from the plurality of responders, to respond to the assistance request message based at least on the comparison of the at least one input parameter to the at least responder data, the selected responder being associated with responder data and the at least one input parameter;

a transmitter in communication with the receiver and the processor, the transmitter in communication to transmit an availability inquiry message to a responder device associated with the responder, the availability inquiry message being an invitation to assist the requester associated with the assistance request message;

the receiver in communication to receive a response message to the availability inquiry message from the responder device, the response message indicating whether the responder has accepted or rejected the invitation to assist the requester associated with the assistance request message; and

when the response message to the availability inquiry message indicates that the responder accepted the invitation to assist the requester associated with the assistance request message, the transmitter is further in communication to transmit a notification message to the requester mobile device indicating that a responder will assist the requester associated with the assistance request message.

2. The computer of claim 1, wherein the at least one input parameter includes at least one of a responder identification and an item identification.

3. The computer of claim 2, wherein the assistance request message is one of a text message and an email sent from a responder mobile device.

4. The computer of claim 1, wherein the responder data includes at least one of a responder current task, a responder recent work load and a responder training.

5. The computer of claim 1, wherein the responder data is one of a plurality of responder parameters, each of the plurality of responder parameters being assigned a different one of a plurality of relevance values, and wherein the processor executes instructions to determine the responder based at least in part on the relevance value assigned to each of the plurality of responder parameters.

6. The computer of claim 1, wherein when the response message to the availability inquiry message indicates that the responder is unavailable:

The processor executes instructions to determine from the plurality of responders, another responder to respond to the assistance request message.

7. The computer of claim 1, wherein the processor executes instructions to trigger execution of a requester mobile device application on the requester mobile device upon the requester entering an area, the requester mobile device application configured to allow the mobile device to initiate the assistance request message.

8. The computer of claim 1, wherein the availability request message is a text message and the at least one input parameter in the assistance request message includes tag data.

9. The computer of claim 1, wherein in response to the receiver receiving the response message to the availability inquiry message from the responder device that indicates the responder accepted the invitation to assist the requester associated with the assistance request message, the transmitter is in communication to transmit to the responder device a requester profile.

10. The computer of claim 1, wherein the at least one input parameter includes feedback information relating to the responder, the feedback information being received from the requester mobile device after the responder responds to a previous assistance request message sent by the requester.

11. A method comprising:

receiving at a response computer, an assistance request message initiated by a requester mobile device associated with a requester, the assistance request message including at least one input parameter, the at least one input parameter including a location associated with the requester;

comparing the at least one input parameter to at least responder data associated with a plurality of responders, the responder data being stored in at least one database;

selecting a responder from the plurality of responders, to respond to the assistance request message based at least on the comparison of the at least one input parameter to the at least responder data, the selected responder being associated with responder data and the at least one input parameter;

transmitting from the response computer, an availability inquiry message to a responder device associated with the responder, the availability inquiry message being an invitation to assist the requester associated with the assistance request message;

receiving, at the response computer, a response message to the availability inquiry message from the responder device, the response message indicating whether the responder has accepted or rejected the invitation to assist the requester associated with the assistance request message; and

when the response message to the availability inquiry message indicates that the responder accepted the invitation to assist the requester associated with the assistance request message, transmitting, from the response computer, a notification message to the requester mobile device indicating that a responder will assist the requester associated with the assistance request message.

12. The method of claim 11, wherein the at least one input parameter is associated with one of a tag, an item, the responder and the requester.

13. The method of claim 11, wherein the at least one input parameter includes at least one of a responder identification and an item identification.

14. The method of claim 11, wherein the responder data includes at least one of a responder current task, a responder recent work load and a responder training.

15. The method of claim 11, wherein the responder data is one of a plurality of responder parameters, each of the plurality of responder parameters being assigned a different one of a plurality of relevance values, and wherein the determining is based at least in part on the relevance value assigned to each of the plurality of responder parameters.

16. The method of claim 11, further comprising:

causing a requester mobile device application to execute on the requester mobile device upon the requester entering a predetermined area.

17. The method of claim 11, wherein the at least one input parameter in the assistance request message includes tag data.

18. The method of claim 11, wherein in response to receiving the response message to the availability inquiry message from the responder mobile device indicating that the responder accepted the invitation to assist the requester associated with the assistance request message, transmitting to the responder mobile device a requester profile.

19. A method for using a requester mobile device for sending an assistance request message, the method comprising:

receiving at the requester mobile device, tag information from a tag;

initiating at the requester mobile device, an assistance request message;

transmitting, from the requester mobile device, the assistance request message to a response computer, the assistance request message including the tag information and a location associated with the requester mobile device;

comparing at the response computer, the tag information to at least responder data associated with a plurality of responders, the responder data being stored in at least one database;

selecting at the response computer, a responder from the plurality of responders, to respond to the assistance request message based on the comparison of the tag data to the at least responder data, the selected responder being associated with responder data and the tag information;

transmitting from the response computer, an availability inquiry message to a responder device associated with the responder, the availability inquiry message being an invitation to assist the requester associated with the assistance request message;

receiving at the response computer, a response message to the availability inquiry message from the responder device, the response message indicating whether the responder has accepted or rejected the invitation to assist the requester associated with the assistance request message;

determining at the response computer, that the response message indicates that the responder accepted the invitation to assist the requester associated with the assistance request message;

transmitting from the response computer, a notification message to the requester mobile device;

receiving at the requester mobile device, the notification message from the response computer, the message indicating that a responder will assist the requester associated with the assistance request message, the responder being associated with the location and tag information.

20. The method of claim 19, wherein receiving, at the requester mobile device, tag information from a tag includes using near field communications (NFC) to receive the tag information the tag information including at least one of a name of an item associated with the tag, a price of the item associated with the tag and a model of the item associated with the tag.

21. The method of claim 19, wherein receiving, at the requester mobile device, tag information from a tag includes using near field communications (NFC) to receive the tag information, the tag information including at least one of availability of an item associated with the tag, customer reviews of the item associated with the tag and a rating of the item associated with the tag.