Patent ID: 11870935
Assignee: nan
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 8:
9. A system for facilitating an interaction for a customer with a contact center, wherein the interaction relates to a problem the customer is having with a target object, the system comprising:
a processor; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to perform the steps of:
generating, in response to an input by the customer, a first interface on a web-enabled customer device associated with the customer that comprises a prompt for initiating a process by which the customer uploads one or more images of the target object;
receiving the one or more images of the target object as uploaded by the customer;
processing the received one or more images, wherein the processing includes:
identifying a base object corresponding to the target object;
querying a product database based on the identified base object and retrieving therefrom data related to the base object, the retrieved data including a base object model of the base object, product identification information, and customer service information associated with the base object;
analyzing the one or more images using the base object model of the base object by comparing the one or more images of the target object to the base object model to detect a set of changes, wherein the set of changes comprises visually detectable damage to the base object;
based on the detected set of changes, determining a problem statement for the interaction;
querying, using the product identification information, a customer profile database corresponding to the customer to locate purchase information stored therein related to a purchase of the target object by the customer and one or more customer preferences and retrieving the purchase information and the one or more customer preferences, wherein:
the purchase information comprises at least a date of purchase, a vendor from which the target object was purchased, and a warranty status related to the target object given the date of purchase; and
the one or more customer preferences comprise how the contact center should conduct return communications to the customer related to the interaction, including at least a time of day preference and a communication channel preference;

based on the purchase information and the problem statement, selecting an applicable contact center as the contact center for the interaction and a resource within the contact center corresponding to the problem statement;

generating a second interface on the customer device that comprises a confirmation prompt requesting confirmation from the customer as to a correctness of the problem statement; and
in response to receiving an input from the customer indicating confirmation, transmitting a communication to the contact center related to initiating the interaction, wherein the communication comprises the problem statement, the purchase information, and the one or more customer preferences.