LOW ENERGY BLUETOOTH DEVICE FOR FACILITATING AN IN-HOME CUSTOMER SERVICE EXPERIENCE

• US 20150302416A1
• Filed: 04/17/2015
• Published: 10/22/2015
• Est. Priority Date: 04/17/2014
• Status: Abandoned Application

• Current Assignee: William Painter, Inc.
• Original Assignee: Hearnow Technologies Incorporated
• Inventors: DeCelles, Matthew, Dempsey, Steven, Eckstein, Patrick
• Application Number:
  US14/690,308
• Publication Number:
  US 20150302416A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04W 4/80 Services using short range communication, e.g. near-field communication [NFC], radio-frequency identification [RFID] or low energy communication

Abstract

The subject matter disclosed herein provides methods for providing a personalized customer service experience using a customer service application without requiring a customer to travel to a physical location to receive in-person support. A sensor associated with a container housing one or more devices can be used to determine whether the container has been opened. A processor connected with the sensor can access a profile associated with the container and the devices. The profile can include at least a first value uniquely identifying the container and a second value associated with the devices. The processor can activate a communication module to send a first message to a mobile device when the mobile device is within a predetermined distance of the container. The first message can prompt execution of an application on the mobile device to provide a customer service interaction. Related apparatus, systems, techniques, and articles are also described.

Claims

1. A computer-implemented method comprising:

determining, using a sensor associated with a container configured to house one or more devices, whether the container housing the one or more devices has been opened;

accessing, by a processor connected with the sensor and based on the determining, a profile associated with the container and the one or more devices, the profile including at least a first value uniquely identifying the container and a second value associated with the one or more devices; and

activating, by the processor based on the determining, a communication module to send a first message to a mobile device when the mobile device is within a predetermined distance of the container, the first message prompting execution of an application on the mobile device, the application configured to provide a customer service interaction by at least initiating a connection between the mobile device and a backend system using the first value and the second value, the backend system comprising at least one backend processor and associated with a customer relationship management system.

2. The computer-implemented method of claim 1, wherein the second value includes one or more identifiers uniquely identifying each of the one or more devices.

3. The computer-implemented method of claim 1, wherein the connection with the backend system provides live support with a customer service representative.

4. The computer-implemented method of claim 1, wherein the connection with the backend system provides access to self-help material.

5. The computer-implemented method of claim 4, wherein the self-help material includes one or more of an instruction manual associated with the one or more devices, a tutorial associated with the one or more devices, a discussion board associated with the one or more devices, a return address associated with the one or more devices, and warranty information associated with the one or more devices.

6. The computer-implemented method of claim 1, wherein the connection with the backend system provides access to information describing one or more related products used with the one or more devices.

7. The computer-implemented method of claim 1, wherein the determining further comprises receiving a signal from the sensor in the container, the signal indicating that the container has been opened.

8. The computer-implemented method of claim 7, wherein the sensor is one or more of an ambient light sensor and a motion sensor.

9. The computer-implemented method of claim 1, wherein the communication module is a low power Bluetooth device, and

wherein the predetermined distance is representative of a range associated with the low power Bluetooth device.

10. The computer-implemented method of claim 9, wherein the profile further includes a power level associated with the low power Bluetooth device, the power level being updated based on the determining, and

wherein the application is further configured to send the power level from the mobile device to the backend system.

11. The computer-implemented method of claim 1, wherein the profile further includes an address for returning the container, and

wherein the method further comprises sending a second message to the mobile device after a predetermined period of time, the second message including a reminder to return the container to the address.

12. A non-transitory computer-readable medium containing instructions to configure a processor to perform operations comprising:

determining, using a sensor associated with a container configured to house one or more devices, whether the container housing the one or more devices has been opened, the sensor connected with the processor;

accessing, by the processor based on the determining, a profile associated with the container and the one or more devices, the profile including at least a first value uniquely identifying the container and a second value associated with the one or more devices; and

activating, by the processor based on the determining, a communication module to send a first message to a mobile device when the mobile device is within a predetermined distance of the container, the first message prompting execution of an application on the mobile device, the application configured to provide a customer service interaction by at least initiating a connection between the mobile device and a backend system using the first value and the second value, the backend system comprising at least one backend processor and associated with a customer relationship management system.

13. The non-transitory computer-readable medium of claim 12, wherein the second value includes one or more identifiers uniquely identifying each of the one or more devices.

14. The non-transitory computer-readable medium of claim 12, wherein the connection with the backend system provides live support with a customer service representative or access to self-help material.

15. The non-transitory computer-readable medium of claim 12, wherein the determining further comprises receiving a signal from the sensor in the container, the signal indicating that the container has been opened.

16. The non-transitory computer-readable medium of claim 12, wherein the communication module is a low power Bluetooth device, and

wherein the predetermined distance is representative of a range associated with the low power Bluetooth device.

17. A system comprising:

at least one processor; and

at least one memory, wherein the at least one processor and the at least one memory are configured to perform operations comprising;

determining, using a sensor associated with a container configured to house one or more devices, whether the container housing the one or more devices has been opened, the sensor connected with the processor;

accessing, by the processor based on the determining, a profile associated with the container and the one or more devices, the profile including at least a first value uniquely identifying the container and a second value associated with the one or more devices; and

activating, by the processor based on the determining, a communication module to send a first message to a mobile device when the mobile device is within a predetermined distance of the container, the first message prompting execution of an application on the mobile device, the application configured to provide a customer service interaction by at least initiating a connection between the mobile device and a backend system using the first value and the second value, the backend system comprising at least one backend processor and associated with a customer relationship management system.

18. The system of claim 17, wherein the second value includes one or more identifiers uniquely identifying each of the one or more devices.

19. The system of claim 17, wherein the connection with the backend system provides live support with a customer service representative or access to self-help material.

20. The system of claim 17, wherein the determining further comprises receiving a signal from the sensor in the container, the signal indicating that the container has been opened.

21. The system of claim 17, wherein the communication module is a low power Bluetooth device, and

wherein the predetermined distance is representative of a range associated with the low power Bluetooth device.