JP2010041726A - 顧客のモバイル通信デバイスを使用する、家屋対応モバイル・キオスク - Google Patents
顧客のモバイル通信デバイスを使用する、家屋対応モバイル・キオスク Download PDFInfo
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- JP2010041726A JP2010041726A JP2009181153A JP2009181153A JP2010041726A JP 2010041726 A JP2010041726 A JP 2010041726A JP 2009181153 A JP2009181153 A JP 2009181153A JP 2009181153 A JP2009181153 A JP 2009181153A JP 2010041726 A JP2010041726 A JP 2010041726A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/02—Services making use of location information
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/02—Services making use of location information
- H04W4/029—Location-based management or tracking services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/52—Network services specially adapted for the location of the user terminal
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/54—Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2242/00—Special services or facilities
- H04M2242/30—Determination of the location of a subscriber
Abstract
【解決手段】モバイル・キオスクは、顧客または現場にいる顧客サービス代表者が持ち運ぶことができる。モバイル・キオスクを、連絡センタ連絡キュー内でエンキューすることができ、企業データベース、ベンダ・データベースとインターフェースすることならびに適当な技量を有する連絡センタ代理人を顧客連絡に割り当てることを介して、質を高められた顧客サービスを提供できるようになっている。
【選択図】図3
Description
顧客が家屋に対応する事前定義の区域に入ったことを判定するステップと、
判定ステップに応答して、モバイル・キオスクを介して顧客の連絡を生成するステップと、
連絡が家屋に関連して発しつつあることを示す家屋タグを用いて連絡にタグ付けするステップと、
連絡を連絡センタに送信するステップと
を含む方法が提供される。
連絡センタ内で連絡を受信するステップであって、その連絡が発呼者識別情報を含むステップと、
連絡が家屋タグをさらに含むかどうかを判定するために連絡を分析するステップと
を含む方法が提供される。
Claims (10)
- 顧客または従業員が家屋に対応する事前定義の区域に入ったことを判定するステップと、
前記判定ステップに応答して、モバイル・キオスクを介して前記顧客または従業員の連絡を生成するステップと、
前記連絡が前記家屋に関連して発しつつあることを示す家屋タグを用いて前記連絡にタグ付けするステップと、
前記連絡を連絡センタに送信するステップと
を含む通信方法。 - 通信インターフェースと、
連絡を生成し、家屋タグを用いて前記連絡にタグ付けし、前記連絡を前記通信インターフェースを介して連絡センタに送信するように動作可能なプロセッサと
を含む、家屋にあるモバイル・キオスク。 - 前記通信インターフェースが、セルラ通信インターフェースを含む、請求項2に記載のキオスク。
- 顧客が重要な少なくとも1つの製品および/またはサービスを識別することを可能にするユーザ・インターフェースが設けられ、前記重要な少なくとも1つの製品および/またはサービスに関する情報が、前記連絡と共に含まれ、前記連絡センタから受信される応答が、前記顧客に提示され、前記重要な少なくとも1つの製品および/またはサービスに関する
(i)前記家屋での前記重要な少なくとも1つの製品および/またはサービスの位置情報と、
(ii)前記重要な少なくとも1つの製品および/またはサービスの点までの道順と、
(iii)前記重要な少なくとも1つの製品および/またはサービスの在庫情報および/またはサービス可用性情報と、
(iv)前記重要な少なくとも1つの製品および/またはサービスの価格情報と、
(v)前記少なくとも1つの製品および/またはサービスの仕様に関する情報と
のうちの少なくとも1つを含む、請求項1乃至3のいずれか1項に記載の発明。 - 追跡デバイスが、前記家屋での前記モバイル・キオスクの位置を判定するのに使用され、前記位置情報が、
(i)前記モバイル・キオスク上で提供される家屋地図上の前記モバイル・キオスクの前記位置の表示と前記家屋での前記モバイル・キオスクの前記位置を指定する音声コマンドとのうちの少なくとも1つと、
(ii)前記モバイル・キオスクの前記位置に基づいて技量要件を判定し、前記判定された技量要件を前記連絡に含めることと、
(iii)前記判定された位置から前記家屋にある重要な位置への道順を前記モバイル・キオスクを介して提供することと
のうちの少なくとも1つを実行するために前記プロセッサによって使用される、請求項1乃至4のいずれか1項に記載の発明。 - 判定された顧客の必要に関連する技量要件が、前記連絡に含まれ、前記技量要件が、前記連絡センタ内で前記技量要件に対応する技量セットを有する連絡センタ代理人に前記連絡をルーティングするのに使用され、前記家屋タグが、前記家屋の識別子を含む、請求項1乃至5のいずれか1項に記載の発明。
- 前記連絡センタ代理人が、前記顧客が位置する前記家屋とは異なる第2家屋にいる顧客サービス代理人である、請求項6に記載の発明。
- 前記判定された顧客の必要が、言語の必要を含み、前記連絡センタ代理人が、前記顧客と同一の言語でコミュニケートすることができ、前記顧客の言語が、俗語、技術的専門用語、方言、および手話のうちの少なくとも1つを含む、請求項6に記載の発明。
- 前記通信インターフェースが、それぞれ前記顧客および連絡センタ代理人のうちの少なくとも1つのストリーミング・ビデオの送信および受信のうちの少なくとも1つを行うように動作可能である、請求項6に記載の発明。
- 実行された時に請求項1に記載の方法を実行するように動作可能なプロセッサ実行可能命令を含むコンピュータ可読媒体。
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US12/186,905 | 2008-08-06 | ||
US12/186,905 US10375244B2 (en) | 2008-08-06 | 2008-08-06 | Premises enabled mobile kiosk, using customers' mobile communication device |
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JP2010041726A true JP2010041726A (ja) | 2010-02-18 |
JP5279652B2 JP5279652B2 (ja) | 2013-09-04 |
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JP2009181153A Active JP5279652B2 (ja) | 2008-08-06 | 2009-08-04 | 顧客のモバイル通信デバイスを使用する、家屋対応モバイル・キオスク |
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EP (1) | EP2151797B1 (ja) |
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US10375244B2 (en) | 2019-08-06 |
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US20100036670A1 (en) | 2010-02-11 |
US20190306317A1 (en) | 2019-10-03 |
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