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US 8,787,540 B1Granted
Call routing to subject matter specialist for network page
AssigneeAmazon Technologies, Inc.
InventorSean M. Scott
Life of this patent
Estimating the term…
Abstract
Disclosed are various embodiments for location based call routing to a subject matter specialist. A call request is received from a computing device which includes an identifier of a network page. A topic specialist for the network page is identified from the contents of the network page. The call request is completed by establishing a call between the computing device and another computing device which is operated by the topic specialist.
Claims18
A non-transitory computer-readable medium embodying a program executable in a computing device, the program comprising:
- code that receives a call request from a mobile computing device, the call request including an identifier of a network page but excluding a callee phone number;
- code that retrieves the network page in response to the call request;
- code that semantically analyzes the network page to determine one or more keywords;
- code that identifies a plurality of candidate topics on the network page based at least in part on the one or more keywords;
- code that, in response to identifying the plurality of candidate topics, prompts a user of the mobile computing device to select at least one of the plurality of candidate topics;
- code that identifies a topic specialist based at least in part on a user selection of at least one of the plurality of candidate topics;
- code that maps the identified topic specialist to a phone number associated with a computing device used by the topic specialist;
- and
- code that uses the phone number to complete the call request by connecting a call between the mobile computing device and the computing device used by the topic specialist.
6 more elements
A method executed by a computer, comprising
- receiving, by the computer, a call request from a computing device, the call request including an identifier of a network page;
- retrieving, by the computer, browse history information associated with a user corresponding to the computing device;
- semantically analyzing, by the computer, the network page and at least one previous network page from the browse history information to determine one or more keywords;
- identifying, by the computer, a plurality of candidate topics for the network page based at least in part on the one or more keywords;
- prompting, by the computer, a user of the computing device to select at least one of the plurality of candidate topics;
- dynamically identifying, by the computer, a topic specialist based at least in part upon a user selection of at least one of the plurality of candidate topics;
- and
- completing, by the computer, the call request by establishing a call between the computing device and another computing device, the another computing device operated by the topic specialist.
5 more elements
A system, comprising:
- at least one computing device;
- and
- an application executable in the at least one computing device, the application comprising:
- logic that receives a call request from a computing device on behalf of a caller, the call request including an identifier of a network page;
- logic that retrieves browse history information associated with a user corresponding to the computing device;
- logic that dynamically identifies a plurality of candidate topics for the network page based at least in part on content of the network page and at least one network page from the browse history information;
- logic that prompts the caller to select at least one of the plurality of candidate topics;
- logic that identifies a topic specialist based at least in part on a user selection at least one of the plurality of candidate topics;
- and
- logic that completes the call request by establishing a call between the computing device and a phone number associated with the topic specialist.
7 more elements
Dependencies are inferred from the claim text.