Abstract:
A method that allows customers to connect remotely with customer service representatives by continuously monitoring the customers with cameras. Images from the cameras are sent to a computerized system that employs image processing techniques to determine when assistance is sought by a customer. When the customer is deemed in need of such assistance, a video phone call is initiated between the customer and a customer service representative.

Description:
FIELD OF THE INVENTION 
       [0001]    The present invention relates to telecommunications in general, and, more particularly, to methods for automatic initiation of telecommunication sessions. 
       BACKGROUND OF THE INVENTION 
       [0002]    Providing efficient customer service is crucial for the success of large retail chains, such as Best Buy, Sears, Wal-Mart, and others. Retail chains customarily hire associates to cruise through the aisles of their stores and look for customers that need help. In turn, customers in need of assistance, conventionally stay in the aisles and wait for the nearest associate to come and help them. When it takes too long for an associate to arrive, some customers become frustrated and leave, thereby costing the store a loss of a potential sale. To prevent such a scenario from happening, stores are forced to make available on the store floor a significant number of associates, which is very costly. 
         [0003]    Additionally, customers demand well-informed store associates who are capable of answering a variety of questions about store merchandise. When store associates fail to answer a customer question, or take too long to obtain the answer, some customers become frustrated and decide against buying from the store. For this reason, stores dedicate significant resources to employee training. Despite such expenditures, however, employee training remains a daunting task. The large number of associates to be trained and the high turnover rates among the associates hinder the efforts of retail chains and increase their employee training expenses. 
         [0004]    Therefore a need exists for an improved way of providing customer service that is both efficient and less costly. 
       SUMMARY OF THE INVENTION 
       [0005]    The present invention addresses this need by providing a method for automated communication with customer service representatives without the costs and disadvantages of the prior. 
         [0006]    Some embodiments of the present invention allow customer service representatives to connect remotely with customers by continuously monitoring the customers with cameras. Images from the cameras are sent to a computerized system that employs image processing techniques to determine when assistance is sought by a customer. When the customer is deemed in need of such assistance, a video phone call is initiated between the customer and a customer service representative. 
         [0007]    The computerized system operates by determining environmental characteristics from the camera images and using those characteristics to infer information about the customers. For the purposes of the this specification, the phrase “environmental characteristic,” and its inflected forms, is defined as any property of an object or person present in the field of view of a camera, or any property of the physical area encompassed by the field of view of a camera. 
         [0008]    For example, one such characteristic can be the presence of a person in the field of view of a camera. In one embodiment, images are processed to determine whether a customer stands persistently nearby a merchandise item. Once a persistent presence is established, the computerized system initiates a phone call with a customer service representative. The rationale for initiating the phone call, in this example, is that the persistent standing of customer next to a merchandise item is indicative of the interest of the customer in obtaining sales assistance. 
         [0009]    The present invention yields a variety of benefits to retail businesses. The present invention allows businesses to reduce their sales personnel costs and boost their profits by further reducing the number of sales associates that need to be physically present on the store floor. Additionally, the present invention allows for matching of products with customer service representatives that specialize in those products, thereby ascertaining that customers get to communicate with associates who are knowledgeable. 
         [0010]    Although some embodiments of the present invention are described in the context of providing customer service, it is to be understood that the uses and applications of the methods and principles described in this disclosure extend well beyond the provision of customer assistance to virtually all fields in which automated interaction between humans and communication devices is desirable. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0011]      FIG. 1  depicts a schematic diagram of the salient components of the operation of the illustrative embodiment of the present invention. 
           [0012]      FIG. 2  depicts a schematic diagram of the salient components of the operation of the illustrative embodiment of the present invention 
           [0013]      FIG. 3  depicts a flow chart of the salient tasks associated with the illustrative embodiment. 
       
    
    
     DETAILED DESCRIPTION 
       [0014]      FIG. 1  depicts a schematic diagram of the salient components of the operation of the illustrative embodiment of the present invention. Camera  103  having field of view  100 , captures images of person  101  and feeds the images to image processor  104 . Image processor  104  processes the images to determine a characteristic of the environment depicted in the images. The environment characteristic, alone or together with information obtained from database  107 , is used by application processor  105  to determine whether a telecommunication session is to be initiated, and if so, the destination for the telecommunication session. Telecommunications terminal  106  is responsible for initiating the telecommunication session upon instruction from application processor  105 . 
         [0015]    In accordance with the illustrative embodiment of the present invention, camera  103 , image processor  104 , application processor  105 , database  107  and telecommunications terminal  106  are distinct hardware entities. However, it would be clear to those skilled in the art how to make and use alternative embodiments of the present invention in which two or more of the image processor, application processor, telecommunications terminal are software programs or threads running on the same hardware. Furthermore, it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which two or more of the camera, image processor, application processor, database, and telecommunications terminal are distributed across one or more telecommunications networks, such as the Internet. 
         [0016]    In accordance with the illustrative embodiment of the present invention, the field over which environment characteristics are determined—camera field of view  100 —features only one person situated in it. However, it would be clear to those skilled in the art, after reading this specification, how to make and use alternative embodiments of the present invention in which multiple persons are standing in the camera field of view. Those skilled in the art would also recognize, after reading this specification, how to devise alternative embodiments in which multiple objects are situated in the camera field of view, as well as alternative embodiments in which multiple telecommunications terminals are used to initiate telecommunication sessions. 
         [0017]    Camera  103  is an image forming device, such as webcam, video camera, photographic camera operating in the spectrum of visible light, thermographic camera, x-ray camera, ultraviolet camera, full-spectrum camera, etc. In accordance with the illustrative embodiment, camera  103  provides still images to image processor  104 , but it would be clear to those skilled in the art how to make and use alternative embodiments in which camera  103  feeds a video stream to image processor  103 . It would be clear to those skilled in the art how to make and use camera  103 . 
         [0018]    Camera field of view  100  is the physical space photographed by camera  100 . In accordance with the illustrative embodiment, camera field of view  100  is defined by the optical limitations of the lenses of camera  103 , but it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments in which camera field of view  100  is a subsection of the area which camera  103  is capable of photographing. 
         [0019]    Object  102  is a store merchandize item, and in particular, a television set. However, it would be clear to those skilled in the art, after reading this disclosure, how to devise alternative embodiments of the present invention in which object  102  is any object situated in the field of view of camera  103 , such as and without limitation, display item, advertisement, image, image displayed on a monitor, any merchandize item or any other physical object. It would be clear to those skilled in the art how to make and use object  102 . 
         [0020]    Person  101  is a telecommunication session participant. In accordance with the illustrative embodiment, person  101  is a store customer who is involved in a telecommunications session via telecommunications terminal  106  to customer service representative  204  (depicted in  FIG. 2 ). However, it would be clear to those skilled in the art how to make and use alternative embodiments in which person  101  has an identity other than a store customer. 
         [0021]    Image processor  104  is software and hardware for image processing. Image processor  104  receives images captured by camera  103 , processes the images to determine one or more environment characteristics depicted in the images, and feeds signals indicating the environment characteristics to application processor  105 . The environment characteristics determined by image processor  104  would be described in further detail in the discussion with respect to task  304 . It would be clear to those skilled in the art how to make and use image processor  104 . 
         [0022]    Application processor  105  is hardware and software capable of executing an algorithm for determining the whether a communications session should be initiated, and if so, the destination of the session. The functions performed by application processor  105  would be further elaborated on in the discussion with respect to task  305 . 
         [0023]    Database  107  is a collection of data used by application processor in performing its functions. In accordance with the illustrative embodiment database  107  contains the telecommunications address of a product representative for object  102 . However it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which database  107  contains any information that may be used by application processor  105  in performing its functions. For example and without limitation, database  107  can contain personal identity information for person  101 , object  102  manufacturer information, object  102  distributor information, object  102  country of origin, object  102  product classification (e.g. gardening tool, office supply, etc.) and others. 
         [0024]    Telecommunications terminal  106  is a communication device, such as landline telephone, cellular telephone, modem, Ethernet adapter, video telephone, radio transmitter, etc. In accordance with the illustrative embodiment, telecommunications terminal  106  is a video telephone for initiating and conducting a video phone call between person  101  and a product representative for object  102 . However, it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which telecommunications terminal  106  is for initiating telecommunications sessions between person  101  and an interactive communications system, such as and without limitation, Interactive Voice Recognition system. 
         [0025]      FIG. 2  depicts a schematic diagram of the salient components of the operation of the illustrative embodiment. Application processor  105  selects terminal  202  as the destination of a telecommunication session between person  101  and customer service representative  204 . The conversation is carried over network  201 . 
         [0026]    Network  201  is a telecommunications network over which telecommunications terminal  106  operates. In accordance with the illustrative embodiment, telecommunications network  201  is the Internet, but it would be clear to those skilled in the art how to make and use alternative embodiments in which network  201  is the public switched telephone network, cellular network, wide area network, local area network, etc. 
         [0027]    Terminal  202  is a communication device selectable by application processor  105  as the destination for the telecommunications session initiated by terminal  106 . 
         [0028]    Terminal  203  is a communication device, selectable by application processor  105  as the destination for the telecommunications session initiated by telecommunications terminal  106 . 
         [0029]    Customer service representative  204  operates terminal  202  and answers questions about store merchandise items, such as object  102 . In accordance with the illustrative embodiment, customer service representative  204  is a live person, but it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which customer services representative  204  is an automated system, such as, and without limitation, an Interactive Voice Response system. 
         [0030]      FIG. 3  depicts a flow chart of the salient tasks associated with the illustrative embodiment of present invention. It will be clear to those skilled in the art after reading this disclosure how to perform the tasks associated with  FIG. 3  in a different order than represented or to perform the tasks simultaneously. 
         [0031]    At task  301 , object  102  is placed in camera field of view  100 . It would be clear to those skilled in the art, after reading this specification, how to devise alternative embodiments of the present invention in which task  302  is omitted. 
         [0032]    At task  302  image processor receives input from camera  103 . In accordance with the illustrative embodiment, the input is received via a Universal Serial Bus (USB) connection, but it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments in which signal from camera  103  is delivered over another type of connection, such as and without limitation parallel or serial port connection. Furthermore, it would be clear to those skilled in the art, after reading this disclosure, how to devise alternative embodiments in which images produced by camera  103  are delivered to image processor  104  via a telecommunications network, such as and without limitation, the Internet, a cellular network, wide area network, local area network etc. It will be clear to those skilled in the art how to execute task  303 . 
         [0033]    At task  303 , an image produced by camera  103  is associated with object  102 . The association informs application processor  105  of the desired telecommunication session destination. Because camera  103  is used to monitor object  102  which is a television set, in the illustrative embodiment, application processor  105  is informed that terminal  106  should connect to a customer service representative from the store electronics department when a decision to start a telecommunication session is made on the basis of images from camera  103 . 
         [0034]    In the illustrative embodiment, the association between the image and the object is performed by using one or more database entries linking camera  103 —to object  102 —to a telecommunication destination address. However, it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which task  303  is performed without consideration of object  102 , camera  103 , etc 
         [0035]    Furthermore, it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which the association is dynamically performed. Specifically, those skilled in the art would recognize how to devise alternative embodiments in which the association between camera  103  and object  102  is determined from one or more environment characteristics, such as and without limitation, the gaze direction of a person and the identity of object  102 . 
         [0036]    As an example of another illustrative embodiment, camera  103  produces an image of a person having his eyes turned in the direction of object  102 . Image processor  104 , in a well known fashion, determines the gaze direction of person  101  relative to object  102  and the identity of object  102 . Image processor  104  submits information about these environment characteristics to application processor  105 . 
         [0037]    Because person  101  happens to be looking at object  102 , application processor  105  determines that person  101  needs assistance with respect to object  102 . Because object  102  happens to be a television set, application processor  105  links object  102  to a customer service representative who is a specialist in electronics. Thus, when the conditions necessary for the initiation of a telecommunication session are met, application processor  105  would instruct telecommunications terminal  106  to connect person  101  to an electronics specialist. 
         [0038]    At task  304  the input from camera  304  is processed by image processor  104  and an environment characteristic is determined. In accordance with the illustrative embodiment, the environment characteristic is the presence of person  101  within camera field of view  100 . However, it would be clear to those skilled in the art how to make and use alternative embodiments of the present invention in which image processor  104  determines environment characteristics, such as, and without limitation, the number of people present in camera field of view  104 , gaze direction, facial expression recognition, facial recognition, posture recognition, flow of traffic trough camera field of view  100 , presence of children, presence of animals, age of one or more of the people present in camera field of view  100 , etc. Furthermore, it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which the environment characteristics comprise the features of an object located in the camera field of view, such as and without limitation, identity of the object, shape of the object, color of the object, belonging of the object to a category, etc. 
         [0039]    At task  305 , application processor  105  determines whether a communication session should be initiated by telecommunications terminal  106 . In accordance with the illustrative embodiment, application processor  105 , initiates a telecommunications session with terminal  202  when person  100  spends 5 minutes in camera field of view  100 . It would be clear to those skilled in the art how to make and use alternative embodiments of the present invention in which application processor  105  applies decision algorithms that are based on a variety of environment characteristics, such as and without limitation, the gaze direction of one or more people, posture of one or more people, presence of small children, human age, personal identity, attributes of the physique of a person, such as, height, weight, hair color, eye color, etc. 
         [0040]    Furthermore it would be clear to those skilled in the art, after reading this disclosure, how to make and use alternative embodiments of the present invention in which the decision algorithms are based on environment characteristics that are properties of the physical area encompassed by the field of view of camera  103 , such as and without limitation, number of people in camera field of view, flow of traffic in camera field of view  100 , etc. And still furthermore it would be clear to those skilled in the art, after reading this specification, how to make and use alternative embodiments in which the decision algorithm is based on environment characteristics that are object features, such as and without limitation, identity of the object, shape of the object, color of the object, belonging of the object to a category, etc. 
         [0041]    Although, in the illustrative embodiment, the decision of application process  105  to initiate a telecommunications session is based on only one environment characteristic—namely, the presence of a person in the camera field of view, those skilled in the art would recognize that the decision on application processor  105  can be based on a plurality of environment characteristics. 
         [0042]    At task  306 , terminal  106  is instructed to initiate a telecommunication session with terminal  106 . It will be clear to those skilled in the art how to execute task  307 . 
         [0043]    It is to be understood that the disclosure teaches just one example of the illustrative embodiment and that many variations of the invention can easily be devised by those skilled in the art after reading this disclosure and that the scope of the present invention is to be determined by the following claims.