Automated contacting of support centers and sharing of product information via RFID

• US 20060208889A1
• Filed: 03/10/2005
• Published: 09/21/2006
• Est. Priority Date: 03/10/2005
• Status: Abandoned Application

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Sarkar, Shantanu, Moon, Bruce, Shaffer, Shmuel, Khouri, Joseph, Chahrouri, Gebran
• Application Number:
  US11/078,927
• Publication Number:
  US 20060208889A1
• Time in Patent Office: Days
• US Class Current: 340/572.100
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Disclosed are methods and apparatus for methods and apparatus for automatically contacting a service center for one or more particular products, as well as contacting other types of entities with respect to any type of item. In a first embodiment, each item includes a radio frequency identification (RFID) of the particular products that is used to automatically contact a service center or the like. In a second embodiment, the RFID of the particular product is automatically sent to the service center or the like. In the first embodiment, the RFID of each product contains contact information, such as a 1-800 telephone number, a URL address, or email address, for a particular service center or the like. In one implementation, an RFID reader is coupled with a communication device, such as a telephone or computer device, and the user uses the RFID reader to scan an RFID of a particular item (e.g., a malfunctioning product). The relevant service center or the like is then contacted based on the RFID scan. For example, the user is connected to an agent at the relevant service center via a telephone or computer network. In the second embodiment, when a service center (or the like) needs RFID tag data for a particular item, a user may select a “send” option (e.g., on the communication device or reader) to have such RFID tag data automatically transmitted to the service center or the like.

Claims

1. A method of automatically contacting a support center for a particular item using the radio frequency identification (RFID) of the particular item, comprising:

using a radio frequency identification (“

RFID”

) reader, reading RFID tag data for a item; and

automatically contacting a service center that provides service for the item based on the reading of the RFID tag data for the item.

2. A method as recited in claim 1, further comprising:

reading RFID tag data for a plurality of items that are proximate to the RFID reader;

receiving a selection input for one or more item(s) selected from the items that are proximate to the RFID reader, and

automatically contacting a service center that provides service for the selected one or more item(s) based on the reading of the RFID tag data for the selected one or more item(s).

3. A method as recited in claim 1, wherein automatically contacting the service center is accomplished by connecting a communication device accessible by a user with an agent of the service center via a telephone network or a computer network, wherein the communication device includes or is coupled with the RFID reader.

4. A method as recited in claim 3, wherein automatically contacting the service center is accomplished by performing one or more tasks on the communication device that are selected from a group consisting of (i) automatically dialing a phone number of the service center, (ii) automatically loading a web page of the service center, (iii) automatically sending an email message to the service center, and (iv) automatically establishing an instant messaging session between the user and an agent of the service center.

5. A method as recited in claim 3, further comprising when the service center makes a request for RFID tag data, automatically sending the RFID tag data that was read for the item to the service center.

6. A method as recited in claim 5, wherein the RFID tag data is only sent after a user selects an option to send the RFID tag data.

7. A method as recited in claim 5, further comprising allowing the service center control of a menu of the communication device and the RFID reader after the user grants permission for such control.

8. A method as recited in claim 3, wherein the communication device is selected from a group consisting of a computer, a personal digital assistant, a telephone, a wireless phone, a cellular phone, a television, and a cable set top box.

9. A method as recited in claim 1, wherein the RFID tag data includes contact information selected from a group consisting of a telephone number, a URL (universal remote locator) address, and an email address.

10. A computer system operable to automatically contact a support center for a particular item using the radio frequency identification (RFID) of the particular item, the computer system comprising:

one or more processors;

one or more memory, wherein at least one of the processors and memory are adapted for;

using a radio frequency identification (“

RFID”

) reader, reading RFID tag data for a item; and

automatically contacting a service center that provides service for the item based on the reading of the RFID tag data for the item.

11. A computer system as recited in claim 10, wherein the at least one of the processors and memory are further adapted for:

reading RFID tag data for a plurality of items that are proximate to the RFID reader;

receiving a selection input for one or more item(s) selected from the items that are proximate to the RFID reader, and

automatically contacting a service center that provides service for the selected one or more item(s) based on the reading of the RFID tag data for the selected one or more item(s).

12. A computer system as recited in claim 10, wherein automatically contacting the service center is accomplished by connecting a communication device accessible by a user with an agent of the service center via a telephone network or a computer network, wherein the communication device includes or is coupled with the RFID reader.

13. A computer system as recited in claim 12, wherein automatically contacting the service center is accomplished by performing one or more tasks on the communication device that are selected from a group consisting of (i) automatically dialing a phone number of the service center, (ii) automatically loading a web page of the service center, (iii) automatically sending an email message to the service center, and (iv) automatically establishing an instant messaging session between the user and an agent of the service center.

14. A computer system as recited in claim 10, wherein the at least one of the processors and memory are further adapted for automatically sending the RFID tag data that was read for the item to the service center when the service center makes a request for RFID tag data.

15. A computer system as recited in claim 14, wherein the RFID tag data is only sent after a user selects an option to send the RFID tag data.

16. A computer system as recited in claim 14, wherein the at least one of the processors and memory are further adapted for allowing the service center control of a menu of the communication device and the RFID reader after the user grants permission for such control.

17. A method as recited in claim 12, wherein the communication device is selected from a group consisting of a computer, a personal digital assistant, a telephone, a wireless phone, a cellular phone, a television, and a cable set top box.

18. A method as recited in claim 10, wherein the RFID tag data includes contact information selected from a group consisting of a telephone number, a URL (universal remote locator) address, and an email address.

19. An apparatus for automatically contacting a support center for a particular item using the radio frequency identification (RFID) of the particular item, comprising:

means for using a radio frequency identification (“

RFID”

) reader, reading RFID tag data for a item; and

means for automatically contacting a service center that provides service for the item based on the reading of the RFID tag data for the item.

20. An apparatus as recited in claim 19, further comprising:

means for reading RFID tag data for a plurality of items that are proximate to the RFID reader;

means for receiving a selection input for one or more item(s) selected from the items that are proximate to the RFID reader, and

means for automatically contacting a service center that provides service for the selected one or more item(s) based on the reading of the RFID tag data for the selected one or more item(s).