SYSTEM FOR MANAGING COMMUNICATIONS ACTIVATED BY A TRIGGER EVENT

• US 20150350331A1
• Filed: 05/27/2014
• Published: 12/03/2015
• Est. Priority Date: 05/27/2014
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Ristock, Herbert, Kumar, Rajiv S.
• Granted Patent: US 10,104,178 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/141 Setup of application sessions admission control or resource allocation in data switching networks H04L47/70
• CPC Class Codes: H04M 2203/2094 Proximity
• CPC Class Codes: H04M 2250/22 including a touch pad, a touch sensor or a touch detector digitizers for touch screens G06F3/041
• CPC Class Codes: H04M 7/0024 Services and arrangements where telephone services are combined with data services arrangements which combine a telephonic equipment and a computer H04M7/0012

Abstract

A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.

Claims

1. An apparatus comprising:

a wearable enclosure;

a user interface in the wearable enclosure;

a sensor in the wearable enclosure;

a network interface in the wearable enclosure;

a processor in the wearable enclosure and coupled to the user interface, the sensor, and the network interface; and

a memory in the wearable enclosure and coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to;

detect an event using input data generated by the sensor;

establish a network link between a call center and the apparatus using the network interface;

transmit a request over the network link, the request being triggered by the event; and

receive a response to the request from a resource, the response being based on the nature of the documented event.

2. The apparatus of claim 1, wherein the network link is a wireless link.

3. The apparatus of claim 1, wherein the user interface comprises a voice controlled interface.

4. The apparatus of claim 1, wherein the user interface includes a display.

5. The apparatus of claim 1, wherein the sensor comprises an optical recognition module, and

wherein the event is detected by analyzing the input data from the optical recognition module.

6. The apparatus of claim 5, wherein the request comprises information corresponding to the input data associated with the event.

7. The apparatus of claim 1, wherein the sensor comprises one or more bio-sensors, and

wherein the event is detected based on data from the one or more bio-sensors.

8. The apparatus of claim 1, wherein the sensor comprises a microphone, and

wherein the event is detected based on recognizing a pattern in audio data generated by the microphone.

9. A system comprising:

a processor; and

memory, the memory storing instructions that, when executed by the processor, cause the processor to;

receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and

route the request to a resource in accordance with the data of the request.

10. The system of claim 9, wherein the event comprises an availability status associated with a user of the wearable computing device,

wherein the request comprises the availability status, and

wherein the request is routed to a repository configured to store the availability status of the user in accordance with the availability status of the request.

11. A method comprising:

recording, using a wearable communications appliance comprising;

a microprocessor, a sensor, and a user interface, sensor data collected by the sensor;

comparing, using the microprocessor, the sensor data against one or more rules;

triggering, using the microprocessor, an event if the sensor data satisfies at least one of the rules;

generating, by the microprocessor, a request to a node connected to the network; and

sending the request to the resource.

12. The method of claim 11, wherein the network is the Internet and wherein the node is a router.

13. The method of claim 11, wherein the user interface comprises a display.

14. The method of claim 11, wherein the sensor data comprises audio activity, visual activity, location, velocity, time of activity, or environmental data.

15. The method of claim 14, wherein the audio activity is recorded via a microphone coupled to the wearable communications appliance and wherein the visual activity is recorded using a camera coupled to the wearable communications appliance.

16. The method of claim 11, wherein the triggering the event causes the microprocessor to generate and to send the request, and wherein the request comprises data corresponding to the sensor data corresponding to the event.

17. The method of claim 11, wherein the sensor comprises one or more biosensors.

18. The method of claim 11, wherein the sensor comprises a voice recognition module.

19. The method of claim 11 wherein the request comprises a message request.

20. The method of claim 11 wherein the request comprises a recoded voice request.