Provisioning of location-based content during a customer service session

• US 9,311,657 B2
• Filed: 03/27/2012
• Issued: 04/12/2016
• Est. Priority Date: 03/27/2012
• Status: Active Grant

• Current Assignee: HERE Global B.V. (Nokia Corporation)
• Original Assignee: HERE Global B.V. (Nokia Corporation)
• Inventors: Prchal, Ken, Slusar, Mark
• Primary Examiner(s): Ho, Huy C
• Application Number:
  US13/431,694
• Publication Number:
  US 20130260794A1
• Time in Patent Office: 1,477 Days
• Field of Search: 455/456.3
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0261 based on user location

Abstract

The disclosed embodiments relate to a system or method of providing location-based content during a customer service session between a mobile device of a customer service requestor and a communication device associated with a customer service provider via a communication channel. The disclosed method includes establishing the customer service session between the customer service provider and the mobile device of the customer service requestor. The method also includes determining, by a processor, a geographic location of the mobile device. The method further includes providing, by the processor, during or after the customer service session, to the customer service requestor via the mobile device, content based on the determined geographic location of the mobile device.

Claims

1. A computer-implemented method comprising:

establishing, via a communication channel, a customer service telephone call between a communication device associated with a customer service provider and a mobile device associated with a customer service requestor;

identifying if the customer service requestor is qualified for receiving content including a compensatory benefit, wherein the customer service requester is qualified when the customer service requester has been or was on hold for a predetermined period of time;

if the customer service requester is qualified for receiving the content including the compensatory benefit, determining, by a processor, a geographic location of the mobile device;

identifying the content including the compensatory benefit based on the determined geographic location of the mobile device; and

providing, by the processor, the content including the compensatory benefit, during or after the customer service telephone call, to the customer service requestor via the mobile device.

2. The computer-implemented method of claim 1, wherein the determining comprises determining the geographic location of the mobile device using a global positioning system (GPS), assisted GPS, or from the customer service requestor.

3. The computer-implemented method of claim 1, wherein the providing comprises providing the content via the communication channel.

4. The computer-implemented method of claim 1, wherein the providing comprises providing the content via another communication channel.

5. The computer-implemented method of claim 1, wherein the providing comprises providing the content during the customer service telephone call.

6. The computer-implemented method of claim 1, wherein the content comprises a benefit redeemable at a merchant located proximate to the determined geographic location.

7. The computer-implemented method of claim 6, wherein the benefit is only valid during or proximate to the customer service telephone call.

8. The computer-implemented method of claim 1, further comprising recognizing a route over which the mobile device is traveling.

9. The computer-implemented method of claim 8, wherein the content comprises a location along the recognized route at which the customer service requestor may participate in the customer service telephone call.

10. The computer-implemented method of claim 1, further comprising providing, via the communication channel, during the customer service telephone call but before exchanging the customer service, the customer service requestor with queue information, and wherein the identifying comprises identifying the content based on the determined geographic location of the mobile device and the provided queue information.

11. The computer-implemented method of claim 1, further comprising:

providing, via the communication channel, during the customer service telephone call but before receiving the customer service, the customer service requestor with queue information; and

recognizing a route over which the mobile device is traveling;

wherein the identifying comprises identifying route guidance based on the recognized route and the provided queue information.

12. The computer-implemented method of claim 1, wherein the content comprises customer service requestor data indicative of one or more other customer service requestors simultaneously involved in another customer service telephone call and located proximate to the determined geographic location of the mobile device.

13. The computer-implemented method of claim 1, wherein the identifying comprises automatically identifying the content.

14. The computer-implemented method of claim 1, wherein the identifying comprises manually identifying the content based on the determined geographic location of the mobile device and the customer service requestor.

15. The computer-implemented method of claim 1, further comprising presenting the customer service provider with the geographic location of the mobile device during the customer service telephone call.

16. The computer-implemented method of claim 1, further comprising identifying customer service to provide to the customer service requestor based on the determined geographic location of the mobile device.

17. A system comprising:

a customer service platform including a processor in communication with a customer service requestor and a customer service provider; and

a positioning device operable to determine, during a customer service telephone call established, via a communication channel, between a mobile device of the customer service requestor and a communication device associated with the customer service provider, a geographic location of the mobile device,

wherein the processor is operable to select content including a compensatory benefit based on the determined geographic location of the mobile device and based on whether the customer service requestor is qualified for receiving content including the compensatory benefit, wherein the customer service requester is qualified when the customer service requester has spent over a threshold amount or has been a customer for a defined amount of time, and is operable to provide, during or after the customer service telephone call, to the customer service requestor via the mobile device, the selected content including the compensatory benefit.

18. The system of claim 17, further comprising a route recognition device operable to recognize a route over which the mobile device is traveling, wherein the customer service platform is operable to identify the content based on the determined geographic location of the mobile device and the route over which the mobile device is traveling, and wherein the content comprises a location along the recognized route at which the customer service requestor may participate in the customer service telephone call.

19. The system of claim 17, wherein the content comprises route guidance that includes a recommendation to avoid certain locations in which the communication channel may be unavailable.

20. A mobile device comprising:

a positioning device operative to determine, during a customer service telephone call established, via a communication channel, between the mobile device and a communication device associated with a customer service provider, a geographic location of the mobile device; and

a processor operable to transmit the determined geographic location of the mobile device to a customer service platform and operable to receive from the customer service platform, during or after the customer service telephone call, content including a compensatory benefit selected based on the determined geographic location of the mobile device and based on whether the mobile device is qualified to receive content including a compensatory benefit, wherein the mobile device is qualified when the mobile device has been or was on hold for a predetermined period of time.