Systems and methods for providing call center service with visual search

A computer-implemented method for enhanced visual search processing in a customer service system, comprising:

• receiving, from a user device, a digital image containing at least one item of interest;
• analyzing the digital image to determine a set of image quality parameters;
• receiving a user selection identifying a specific area of interest within the digital image;
• performing a visual search within the specific area of interest using an item database;
• identifying at least a set of multiple potential item matches from the visual search;
• transmitting the set of multiple potential item matches to the user device;
• receiving a user selection of a specific item match from the set of multiple potential item matches;
• and
• initiating a customer service interaction based on the selected specific item match.

A computer-implemented method for intelligent routing of customer service requests, comprising:

• receiving a customer service call request from a user device, the request comprising:
• an uploaded image associated with an item, and user identification information;
• performing a visual search using the uploaded image in an item database to obtain item information;
• performing a user lookup using the user identification information in a user database to obtain a set of user information;
• determining a routing destination based on at least one of:
• the obtained item information, and the obtained set of user information;
• routing the customer service call request to a selected customer service agent from a plurality of customer service agents based on the determined routing destination;
• providing, to a display device associated with the selected customer service agent:
• the obtained item information, and the obtained set of user information;
• and
• establishing a communication channel between the user device and the selected customer service agent.

An intelligent customer service routing system, comprising:

• a processor;
• and
• a memory storing instructions that, when executed by the processor, cause the system to:
• receive a customer service call request from a user device, the request comprising:
• an uploaded image associated with an item, and user identification information;
• access an item database configured to store item information;
• access a user database configured to store user information;
• execute a visual search module configured to:
• perform a visual search using the uploaded image in the item database to obtain item information;
• execute a user lookup module configured to:
• perform a user lookup using the user identification information in the user database to obtain a set of user information;
• execute a routing module configured to:
• determine a routing destination based on at least one of:
• the obtained item information and the obtained set of user information, and route the customer service call request to a selected customer service agent from a plurality of customer service agents based on the determined routing destination;
• execute a display interface module configured to:
• provide, to a display device associated with the selected customer service agent:
• the obtained item information, and the obtained set of user information;
• and
• execute a communication module configured to:
• establish a communication channel between the user device and the selected customer service agent.

A computer-implemented method for pre-processing customer service requests during a customer service queue time, comprising:

• receiving a customer service request from a user device, the request comprising:
• an uploaded image of an item, and a request for connection to a customer service agent;
• placing the customer service request in a queue waiting for connection with a customer service agent;
• while the customer service request is in the queue:
• performing a visual search using the uploaded image to identify as set of item information in an item database;
• retrieving a set of supplemental information associated with the set of identified item information;
• and transmitting at least a portion of the set of retrieved supplemental information to the user device for display;
• detecting an availability of a customer service agent;
• routing the customer service request to the available customer service agent;
• and
• providing, to a display device associated with the available customer service agent:
• the identified item information, the supplemental information, and a set of queue processing activities performed during the wait time.