Customer assistance request system using smart device

摘要

A method and computer for responding to an assistance request message. An assistance request message from a requester mobile device associated with a requester is received at a response computer. The assistance request message includes at least one input parameter. A responder is determined, from multiple potential responders, to respond to the assistance request message. The responder is associated with responder data corresponding to the at least one input parameter. An availability inquiry message to a responder device associated with the responder is transmitted. A response to the availability inquiry message is received from the responder device. When the response to the availability inquiry message indicates that the responder is available to respond to the assistance request message, the requester mobile device is notified that the responder is available.

主权项

1. A computer comprising,
a receiver, the receiver in communication to receive an assistance request message initiated by a requester mobile device associated with a requester, the assistance request message including at least one input parameter, the at least one input parameter including a location associated with the requester; a processor in communication with the receiver, the processor coupled to a memory device and executing instructions to: compare the at least one input parameter to at least responder data associated with a plurality of responders, the responder data being stored in at least one database; select a responder, from the plurality of responders, to respond to the assistance request message based at least on the comparison of the at least one input parameter to the at least responder data, the selected responder being associated with responder data and the at least one input parameter; a transmitter in communication with the receiver and the processor, the transmitter in communication to transmit an availability inquiry message to a responder device associated with the responder, the availability inquiry message being an invitation to assist the requester associated with the assistance request message; the receiver in communication to receive a response message to the availability inquiry message from the responder device, the response message indicating whether the responder has accepted or rejected the invitation to assist the requester associated with the assistance request message; and when the response message to the availability inquiry message indicates that the responder accepted the invitation to assist the requester associated with the assistance request message, the transmitter is further in communication to transmit a notification message to the requester mobile device indicating that a responder will assist the requester associated with the assistance request message.