Call routing to subject matter specialist for network page topic

Patent metadata

Field	Value
Publication number	US-9332124-B2
Application number	US-201514807506-A
Country	US
Kind code	B2
Filing date	Jul 23, 2015
Priority date	Aug 25, 2011
Publication date	May 3, 2016
Grant date	May 3, 2016

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.

First claim

Therefore, the following is claimed:

1. A method, comprising:
obtaining a call request on behalf of a mobile computing device;
identifying a user associated with the mobile computing device;
selecting a network page based upon a user marking of the network page, wherein the network page comprises a previously viewed network page associated with the user, wherein the previously viewed network page differs from a currently rendered network page;
identifying a plurality of candidate topics for the network page based at least in part on content of the network page and a browse history of the user associated with the mobile computing device;
selecting at least one of the plurality of candidate topics;
identifying a topic specialist based at least in part on the at least one of the plurality of candidate topics; and
connecting a call between the mobile computing device and another computing device associated with the topic specialist.

2. The method of claim 1 , wherein the call comprises at least one of a voice call, a video call, or a multimedia call.

3. The method of claim 1 , wherein the plurality of candidate topics are selected based at least in part upon a semantic analysis of the network page to determine one or more keywords, wherein identifying the plurality of candidate topics for the network page is based at least in part on the one or more keywords.

4. The method of claim 1 , wherein the topic specialist is selected based upon a specialist listing stored in a data store.

5. The method of claim 4 , wherein the specialist listing associates the topic specialist with at least one of a keyword, an expertise, a subject matter area, or a topic.

6. A system comprising:
an electronic data store configured to store at least specific computer-executable instructions; and
a computing device comprising a hardware processor, the computing device configured to execute the specific computer-executable instructions to at least:
obtain a call request on behalf of a mobile computing device;
identify a user associated with the mobile computing device;
select a network page based upon a user marking of the network page from among a plurality of network pages in a browse history of the user, wherein the user marking indicates that the network page is a subject of the call request;
identify a plurality of candidate topics for the network page associated with the call request based at least in part on content of the network page and a browse history of the user associated with the mobile computing device;
select at least one of the plurality of candidate topics;
identify a topic specialist based at least in part on the at least one of the plurality of candidate topics; and
connect a call between the mobile computing device and another computing device associated with the topic specialist.

7. The system of claim 6 , wherein the call request references the network page.

8. The system of claim 6 , wherein the plurality of candidate topics for the network page are identified by identifying the plurality of candidate topics for the network page based at least in part upon a semantic analysis of the network page.

9. The system of claim 6 , wherein the topic specialist is selected based upon a specialist listing stored in a data store.

10. The system of claim 9 , wherein the specialist listing associates the topic specialist with at least one of a keyword, an expertise, a subject matter area, or a topic.

11. The system of claim 6 , wherein the computing device executes the specific computer-executable instructions to at least semantically analyzing, by the computing device, the network page to determine one or more keywords, wherein identifying the plurality of candidate topics for the network page is based at least in part on the one or more keywords.

12. A method comprising:
obtaining a call request on behalf of a mobile computing device;
identifying a user associated with the mobile computing device;
identifying a network page from a plurality of network pages in a browse history of the user based at least in part upon a user marking of the network page, the user marking being associated with the call request;
identifying a topic for a network page associated with the call request based at least in part on content of the network page and a browse history of the user associated with the mobile computing device;
identifying a topic specialist based at least in part on the topic of the network page; and
connecting a call between the mobile computing device and another computing device associated with the topic specialist.

13. The method of claim 12 , wherein identifying the topic for the network page is further based at least in part on a browse history of the user.

14. The method of claim 12 , wherein the topic specialist is selected based upon a specialist listing stored in a data store.

15. The method of claim 14 , wherein the specialist listing associates the topic specialist with at least one of a keyword, an expertise, a subject matter area, or a topic.

Assignees

• Amazon Tech Inc

Inventors

• Scott Sean M

Classifications

• H04M3/5233

  Operator skill based call distribution · CPC title

• H04M3/42119

  where the identifier is a Uniform Resource Locator · CPC title

• H04M7/003

  Click to dial services · CPC title

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• H04M3/5235

  Dependent on call type or called number [DNIS] · CPC title