Directed information assistance systems and methods

A system may include a database that has a number of datasets regarding a number of commercial items. The system may also include a processor that may communicative couple to a mobile electronic device. The processor may receive an image of a commercial item from the mobile electronic device, determine an identity of the commercial item based on the image and the number of datasets in the database, and determine one or more information links relevant to the commercial item based on the identity. The one or more information links may display information regarding the commercial item. The processor may then send the one or more information links to a mobile electronic device. The mobile electronic device may then display the one or more information links with the image.

BACKGROUND

The present disclosure relates generally to systems and methods for providing directed information assistance systems and methods. More specifically, the present disclosure relates to determining and displaying information links closely related to an item viewed via an electronic display to enable quick access to additional information regarding the item.

As electronic devices become more integrated into daily procedures, improved systems and methods for using the electronic devices to obtain information concerning objects in the presence of electronic device users are desired. That is, an electronic device user may seek to obtain information about an object by inputting text identifying the object into a data field that may be used to search various electronic resources for information concerning the object. However, as the technology incorporated into these electronic devices increase, the electronic devices may become capable of identifying the information using various other techniques.

SUMMARY

In one embodiment, a system may include a database that has a number of datasets regarding a number of commercial items. The system may also include a processor that may communicative couple to a mobile electronic device. The processor may receive an image of a commercial item from the mobile electronic device, determine an identity of the commercial item based on the image and the number of datasets in the database, and determine one or more information links relevant to the commercial item based on the identity. The one or more information links may display information regarding the commercial item. The processor may then send the one or more information links to a mobile electronic device. The mobile electronic device may then display the one or more information links with the image.

In another embodiment, a non-transitory computer-readable medium may include computer-executable instructions that, when executed, cause a processor to receive an image from an electronic device, such that the image comprises an indication of a service provider. The processor may then determine an identity of the service provider based on the indication, determine an affiliation between a user of the electronic device and the identity of the service provider, and determine one or more information links associated with the service provider based on the affiliation. The processor may then send the one or more information links to the electronic device, such that the electronic device may display the one or more information links with the image.

In yet another embodiment, a method may include receiving, via a processor, an image of a commercial item from a mobile electronic device. The method may also include determining an identity of the commercial item based on the image and a plurality of datasets stored in a database and determining one or more information links relevant to the commercial item based on the identity. The one or more information links may display information regarding the commercial item. The method may then include sending the one or more information links to a mobile electronic device, such that the mobile electronic device may display the one or more information links with the image.

DETAILED DESCRIPTION

Questions or inquiries regarding certain commercial items, such as credit cards or billing statements, may involve a user (e.g., inquirer) calling a representative of some agency or visiting an online site to acquire the information they are seeking. For instance, when a customer has an inquiry related to the balance or payment due on his credit card, or other question, the customer may call some representative associated with the agency or a general automated call center. Based on inputs or selections by the customer to certain questions, the customer may be directed to a representative that may be able to answer his question.

However, it is presently recognized that many customers may wish to have quicker, easier, and more personalized access to information regarding a particular commercial item at which the customer may be viewing contemporaneously. With this in mind, in some embodiments, customers may employ a computing system that is capable of recognizing commercial items depicted in an electronic image, such that the computing system may provide quick and even personalized information related to that commercial item. On-demand or automated access to information directed to a specific commercial item may reduce call volume received at a call center for questions regarding the commercial item that may be addressed without human intervention. As a result, the customer may obtain quicker and easier access to relevant information via the computing system. Moreover, the computing system may enable customer calls to be directed to a correct representative in instances where the customer decides to call based on the provided relevant information. To provide such on-demand, directed information, systems in accordance with the present embodiments may determine an identity of an item input by the customer and may access call or search data to determine frequently asked questions or frequently accessed links relevant to the item. The systems may then provide the relevant information to the customer via an electronic display, and may provide access to a particular representative that may answer any further questions. Additional details regarding systems and techniques for providing directed information regarding commercial items will be discussed below with reference toFIGS. 1-5.

By way of introduction,FIG. 1is a block diagram of an information assistance system8that may include a computing system10communicatively coupled to a variety of data sources that may assist the computing system10in determining and providing directed information relevant to a commercial item. The computing system10may include any suitable computer device, such as a general-purpose personal computer, a laptop computer, a tablet computer, a mobile computer, and the like that includes specific computer-readable instructions in accordance with present embodiments. The computing system10may include various types of components that may assist the computing system10in performing various types of computer tasks and operations. For example, the computing system10may include a communication component12, a processor14, a memory16, a storage18, input/output (I/O) ports20, a display22, an image sensor23, and the like. The communication component12may be a wireless or wired communication component that may facilitate communication between the computing system10and various other computing systems via a network, the Internet, or the like.

The processor14may be any type of computer processor or microprocessor capable of executing computer-executable code. The processor14may also include multiple processors that may perform the operations described below.

The memory16and the storage18may be any suitable articles of manufacture that can serve as media to store processor-executable code, data, or the like. These articles of manufacture may represent computer-readable media (e.g., any suitable form of memory or storage) that may store the processor-executable code used by the processor14to perform the presently disclosed techniques. As used herein, applications may include any suitable computer software or program that may be installed onto the computing system10and executed by the processor14. The memory16and the storage18may represent non-transitory computer-readable media (e.g., any suitable form of memory or storage) that may store the processor-executable code used by the processor14to perform various techniques described herein. It should be noted that non-transitory merely indicates that the media is tangible and not a signal.

The I/O ports20may be interfaces that may couple to other peripheral components such as input devices (e.g., keyboard, mouse), sensors, input/output (I/O) modules, and the like. The display22may operate as a human machine interface (HMI) to depict visualizations associated with software or executable code being processed by the processor14. In one embodiment, the display22may be a touch display capable of receiving inputs from a user of the computing system10. The display22may be any suitable type of display, such as a liquid crystal display (LCD), plasma display, or an organic light emitting diode (OLED) display, for example. Additionally, in one embodiment, the display22may be provided in conjunction with a touch-sensitive mechanism (e.g., a touch screen) that may function as part of a control interface for the computing system10. The image sensor23may be a sensor capable of acquiring image data. As such, the image sensor23may be a camera or other suitable image capturing device (e.g., scanner).

It should be noted that the computing system10should not be limited to include the components described above. Instead, the components described above with regard to the computing system10are examples, and the computing system10may include additional or fewer components relative to the illustrated embodiment.

In certain embodiments, the computing system10may be communicatively coupled to a network24, which may include collections of computing systems, the Internet, an Intranet system, or the like. The network24may facilitate communication between the computing system10and various other data sources. For instance, the network24may be communicatively coupled to a mobile device26. In some embodiments, the network24may also be communicatively coupled to one or more databases28, which may store data regarding identifying commercial items, historical call or search data that may include relevant information related to particular commercial items, such as frequently asked questions and/or frequently accessed links or actions, representative directory information, and the like. Such data from the database28may be used by the computing system10to determine what types of information and/or information links may be relevant to each commercial item.

Referring back to the mobile device26, the mobile device26may be used to capture an image of a commercial item30when the customer would like to receive information relevant to the commercial item30. As such, the mobile device26may include similar components described as part of the computing system10. In one embodiment, if the customer would like to know a balance due on their credit card or would like access to pay the balance due, the customer may use the mobile device26to capture an image of their credit card. The image of the commercial item30may be sent to the computing system10via the network24. The mobile device26may be and electronic device, such as a phone, tablet, or other device capable of capturing and/or viewing images.

The computing system10may receive the captured image of the commercial item30from the mobile device26and/or the network24. The computing system10may then determine the identity of the commercial item30. Image training or tagging (e.g., machine learning) may be used to train the computing system10to recognize the identity of particular items. The computing system10may be trained to recognize certain commercial items30despite identifiers that are present on the commercial item30, such as a name, number, or other identifier. After the computing system10has identified the commercial item30, the computing system10may determine what types of information or information links are relevant to the commercial item30. The computing system10may send the information links to the mobile device26, which may then present the information links via an electronic display. As such, the computing system10may provide relevant and directed information to the customer based on the commercial item30that the customer has provided. As a result, the customer may obtain relevant information without calling an organization or agency associated with the commercial item30. In this way, organizations may reduce a number of calls received by the organization, thereby enabling the organization to more efficiently answer the calls that they receive.

It should be understood that, while the computing system10is discussed in relation to the organization or agency, the customer, and commercial items30, the computing system10may be used to determine and provide to a user on-demand directed information links relevant to any type of item and/or provider. That is, although the computing system10may not have an association or relationship to the organization that corresponds to the commercial item30, the computing system10may use available resources (e.g., Internet, database) to determine relevant information regarding the commercial item30.

With the foregoing in mind,FIG. 2illustrates a flow chart of a method40for providing relevant information to the customer based on the image of the commercial item30and data acquired from the database28. In general, the computing system10may receive an image of the particular commercial item30and provide directed information links to the customer relevant to the commercial item30. The commercial item30may be any item related to the services provided by a respective organization. The commercial item30may include a credit card, a billing statement, a service (e.g., insurance) card, or another item. The directed information links may include links and/or URL links that may cause information to be displayed, may cause a device to access a particular website (e.g., URL links), cause a device to dial and connect to a particular phone number, and the like. Although the method40is described in a particular order, it should be noted that the method40may be performed in any suitable order and is not limited to the order presented herein. It should also be noted that although each block is described as below in the method40as being performed by the computing system10, other suitable computing systems may perform the methods described herein.

Referring now toFIG. 2, at block42, the computing system10may receive the image of the commercial item30from the mobile device26, directly from the image sensor23, uploaded or input by the user, and the like. As previously discussed, the customer may use the mobile device26to capture an image of the commercial item30regarding which they have an inquiry or related to which they would like to complete an action. The computing system10may receive the image of the commercial item30directly from the mobile device26or via the network24. After receiving the image of the commercial item30, at block44, using image recognition, the computing system10may determine an identity of the commercial item30in the image.

In some embodiments, the computing system10may be trained, via machine learning, to recognize a particular type of commercial item30regardless of the name, number, or other identifier that may be present on the commercial item30. For example, the computing system10may ignore personal or variable information such as a name, number, or other data depicted on the commercial item30and use remaining features to identify the commercial item30. Identification may involve comparing features of the commercial item30to a collection of known images of commercial items30, which may be stored in the database28. In some embodiments, the computing system10may confirm the type of the commercial item30with the customer via the mobile device26, such that a confirming image is provided. The confirming image maybe a stock image (e.g., replacement image) of the commercial item30of the type received from the customer, which may be saved in the database28. In such embodiments, the replacement image of the commercial item30may be displayed on the mobile device26and may be used by the computing system10to further identify the commercial item30and determine the relevant information links. Further, in some embodiments, if the replacement image of the commercial item30is used, which may increase efficiency as the image quality may be greater, the computing system10may populate any identifiers from the image received from the mobile device26onto the replacement image of the commercial item30.

After the computing system10has identified the commercial item30, in some embodiments, at block46, the computing system10may authenticate (e.g., verify) the identity of the customer. Authentication of the customer may be performed based on the mobile device26and/or based on identifiers, such as name, number, or another identifier, that may be found in the image of the commercial item30. In some embodiments, the mobile device26, or an application used to send the image to the computing system10, may contain identifiers that may identify and authenticate the customer. For example, an application used to send the image of the commercial item30to the computing system10may be a password-protected application. As another example, the mobile device26and/or the application that may be used to send the image of the commercial item30to the computing system10may be associated with an account of the customer. Additionally, in some embodiments, the computing system10may recognize customer identifiers on the image of the commercial item30. For example, in the case of a credit card, the computing system10may recognize a credit card number or customer name, which may be linked to the account of the customer. Further, in some embodiments, the computing system10may receive one or more images of the customer's face that may be used to authenticate the customer. Such authentication may verify that the information provided by the computing system10is being provided to the correct customer, and, in some embodiments, may enable the information provided to be personalized to the customer.

Next, at block48, the computing system10may determine information and/or information links (e.g., network or web links) that are relevant to the customer based on the commercial item30, the customer, and the like. The computing system10may further determine information and information links relevant to the commercial item30based on data from the database28. For example, the computing system10may determine frequently asked questions and/or frequently accessed actions related to the commercial item30based on call and/or search history data stored in the database28. Relationships between particular commercial items30and call and/or search history data may enable the computing system10to determine information links relevant to the commercial item30that may be helpful to the customer. For example, if the commercial item30is a credit card, the call and/or search history data may indicate that customers frequently inquire about a current balance due on the credit card, a request to pay the current balance due, a credit increase request, and the like.

After the computing system10has determined the relevant information links based on the image of the commercial item30, at block50, the computing system10may send the determined relevant information links to the mobile device26. The information links may be displayed via the mobile device26as a superimposed overlay on the image of the commercial item30, as discussed in greater detail with reference toFIG. 3. As such, the computing system10may provide the customer with on-demand directed information and/or accessible links based on the commercial item30. The customer may then be able to access the provided relevant information links via the mobile device26to acquire the information they seek regarding the commercial item30, without going through a search, call menu, or representative.

FIG. 3illustrates an example visualization of information links62that may be displayed on the mobile device26. As previously discussed, the mobile device26may be used to capture an image60of the commercial item30and send the image60to the computing system10. The commercial item30may be a credit card, as in the illustrated embodiment, a billing statement, or any other suitable commercial item. Based on the type of commercial item30and, in some embodiments, authentication of the customer, the computing system10may provide the information links62relevant to the commercial item30to the mobile device26, such that the information links62may be displayed with the image60. As previously discussed, the displayed image60may be an image of commercial item30captured by the mobile device26or a replacement image of the commercial item30used to confirm the type or identity of the commercial item30. As in the illustrated embodiment, the relevant information links62may be displayed via the mobile device26as a superimposed overlay on the image60. The relevant information links62may include accessible links or information relevant to the commercial item30, which may be determined based at least in part on frequently asked questions and/or frequently accessed actions related to the type of commercial item from call and/or search history data.

As such, the relevant information links62may include general information relevant to the commercial item30and/or personal information relevant to the commercial item30and the respective customer. For example, as in the illustrated embodiment, the commercial item30is a credit card. An information link64may provide access to data regarding a current balance on the credit card, or may be a link to an indication of the current balance. Additionally, the relevant information links62may include an information link66that may provide access to a bill pay service that may enable the customer to pay the current balance. Further, the relevant information links62may include an information link68that may provide other information determined by the computing system10to be relevant to the commercial item30. For instance, other information may include information regarding requests for extensions, increasing credit, fraud alert, credit score, etc. Therefore, the information links62determined and provided by the computing system10may decrease the quantity of calls the organization associated with the commercial item30may receive by offering relevant information and selections to the customer directed to the commercial item30, and in some embodiments, the personal account of the customer.

In some embodiments, the relevant information links62may additionally include an information link70that may cause the mobile device26to call a direct organization representative that may be able to help the customer regarding the commercial item30. As such, the information link70may enable the customer to directly call a specific representative that may have information regarding the commercial item30. Therefore, the information link70may provide easier access to an appropriate representative, if the customer decides to call. Additionally, the computing system10may enable the appropriate representative to be aware of the commercial item30that the customer may be calling about before the customer provides an indication with regard to the commercial item30. Further, the use of the information link70to contact the representative regarding the commercial item30may enable the customer to be authenticated prior to contacting the representative, which may enable more efficient calling and may reduce call time, if the customer choses to call. Further, the information link70and the computing system10may decrease the quantity of times that an incorrect representative may be contacted regarding certain commercial items. Therefore, the computing system10may decrease call volume to the provider for inquiries related to a commercial item30, may enable quicker and easier access to information relevant to the commercial item30by the customer, and may even direct calls, if a customer still decides to call, to an appropriate representative to answer their inquiry.

Additionally, the computing system10may be trained to recognize service provider logos, or other identifiers, for service providers that may be affiliated or associated with the organization. Thus, in some embodiments, the commercial item30may be a logo or other identifier of a service provider. The service provider may be associated with the organization that supports that customer. As such, the computing system10may provide relevant information to the customer based on an affiliation or association between the organization and the other service provider. For instance, a discount may be offered to customers of the organization based on agreements or association between the organization and the service provider.

FIG. 4illustrates a flow chart of a method80for providing relevant information to the customer based on the image of the logo and data acquired from the database28. In general, the computing system10may receive an image of a logo and provide directed information links related to an affiliation or association between the service provider and the organization associated with the customer.

Although the method80is described in a particular order, it should be noted that the method80may be performed in any suitable order and is not limited to the order presented herein. It should also be noted that although each block is described as below in the method40as being performed by the computing system10, other suitable computing systems may perform the methods described herein.

Referring now toFIG. 4, at block82, the computing system10may receive the image of the logo from the mobile device26. Similarly, as discussed above with reference toFIGS. 1 and 2, the customer may use the mobile device26to capture an image of the logo regarding which they would like more information. The computing system10may receive the image of the logo directly from the mobile device26or via the network24. After receiving the image of the logo, at block84, using image recognition, the computing system10may determine an identity of the logo. The identity may include the name, location, and the like, of the service provider associated with the logo. In some embodiments, the computing system10may confirm the identity of the logo with the customer via the mobile device26, such that a confirming image is provided. The confirming image maybe a stock image (e.g., available digital image) of the logo received from the customer, which may be saved in the database28. In such embodiments, the replacement image of the logo may be displayed on the mobile device26and may be used by the computing system10to identify the service provider and determine the relevant information links. Further, in some embodiments, if the replacement image of the logo is used, which may increase efficiency as the image quality may be greater, the computing system10may populate any identifiers of the service provider from the image received from the mobile device26onto the replacement image of the logo.

Then, at block86, the computing system10may determine whether an affiliation exists between the organization and the service provider based on the identity of the service provider and data from the database28. The computing system10may be trained, via machine learning, to recognize the logos, or other identifiers, of service providers based on other stored images of logos and/or identifies. As such, the computing system10may determine which service provider the service provider logo corresponds to and whether an affiliation or association between the organization and the service provider is defined. Any affiliations the organization may have with other service providers and their terms may be stored in the database28.

After the computing system10has identified the service provider in the image received from the mobile device26and has determined the terms of the corresponding affiliation, in some embodiments, at block88, the computing system10may authenticate the (e.g., verify) the identity of the customer. Authentication of the customer may be performed based on the mobile device26. In some embodiments, the mobile device26, or an application used to send the image of the logo to the computing system10, may contain identifiers that may identify and authenticate the customer. For example, an application used to send the image of the logo to the computing system10may be a password-protected application. As another example, the mobile device26and/or the application that may be used to send the image of the logo to the computing system10may be associated with an account of the customer. Further, in some embodiments, the computing system10may receive one or more images of the customer's face that may be used to authenticate the customer. Such authentication may verify that the information provided by the computing system10is being provided to the correct customer, and, in some embodiments, may enable the information provided to be personalized to the customer, as service provider affiliations may vary based on the account of the particular customer.

Next, at block90, the computing system10may determine which information and/or information links are relevant based on the logo, the identity of the service provider, and/or the determined affiliation. For example, if the service provider is a rental car service, the computing system10may determine whether any discounts are available to the customer based on the affiliation data from the database28. After the computing system10has determined the relevant information links, at block92, the computing system10may send the determined relevant information links to the mobile device26. The information links may be displayed via the mobile device26as a superimposed overlay on the image of the service provider logo, as discussed in greater detail with reference toFIG. 5. As such, the computing system10may provide the customer with on-demand directed information and/or accessible links based on affiliations between service providers and an organization associated with the customer. The customer may then be able to access the provided relevant information links via the mobile device26to view and utilize the affiliation benefits, without working through a search, call menu, or representative.

FIG. 5illustrates an example visualization of information links104that may be displayed on the mobile device26based on an identified logo. As previously discussed, the mobile device26may capture an image100of the logo102and send the logo image100to the computing system10. The service provider may be any organization with an affiliation or partnership with the organization associated with the customer. Based on the logo102, the determined affiliation between the service provider and the organization, and, in some embodiments, authentication of the customer, the computing system10may provide the information links104relevant to the service provider to the mobile device26, such that the mobile device26may add the information links104to the image of the logo100. As previously discussed, the displayed image100of the logo may be an image of logo102captured by the mobile device26or a replacement image of the logo102used to confirm the type or identity of the logo102. As in the illustrated embodiment, the relevant information links104may be displayed via the mobile device26as a superimposed overlay on the logo image100. The relevant information links104may include accessible links or information relevant to the service provider and/or the corresponding affiliation.

As such, the relevant information links104may include general information relevant to the service provider and the corresponding affiliation and/or personal information relevant to the particular customer regarding the service provider. For example, if the service provider is a rental car service, an information link106may indicate a discount provided to the customer based on an affiliation between the organization associated with the customer and the service provider, or may be a link to an indication of the relevant discount. Additionally, the relevant information links104may include an information link108that may be a quick link to an ordering service that may enable the customer to order a rental car utilizing the affiliation discount. Further, the relevant information links104may include an information link110that may provide other information determined by the computing system10to be relevant to the customer with regard to the service provider or the corresponding affiliation. Therefore, the information links104determined and provided by the computing system10may enable a decrease in the quantity of calls the organization may receive regarding affiliate services by offering on-demand relevant information and selections to the customer directed to the specific service provider, and in some embodiments, the personal account of the customer.

In some embodiments, the relevant information links104may additionally include an information link112that may be a link to cause the mobile device to call a direct provider representative that may be able to help the customer with information regarding the service provider and the corresponding affiliation. As such, the information link112may enable the customer to directly call a specific representative that may have information regarding the service provider. Therefore, the information link112may provide easier access to an appropriate representative, if the customer decides to call. Additionally, the computing system10may enable the appropriate representative to be aware of the service provider the customer may be calling about. Further, the use of the information link112to contact the representative regarding the service provider and the corresponding affiliation may enable the customer to be authenticated prior to contacting the representative, which may enable more efficient calling and may reduce call time. Further, the information link112and the computing system10may decrease the quantity of times that an incorrect representative may be contacted regarding certain service providers. Therefore, the computing system10may decrease call volume to the organization for inquiries related to service provider affiliations, may enable quicker and easier access to information relevant to such affiliations by the customer, and may even direct calls, if an customer still decides to call, to an appropriate representative to answer their inquiry.

The technical effects of the systems and methods described herein include utilizing an image of a commercial item and call and/or search history data to determine and provide on-demand information links relevant to the image of the commercial item to a customer via a mobile device. Such on-demand and directed information may enable quick and easy access by the customer to inquiries regarding the commercial item. Further, the systems and methods described herein may reduce the quantity of calls that the organization may receive regarding inquiries regarding the commercial items by determining and providing information relevant to specific commercial items. Further, providing on-demand and directed information may decrease call times by providing a direct link to an appropriate representative, providing awareness of the commercial item that may be the subject of the call, and may authenticate the customer prior to the call.