Systems and methods for call deflection for product return or exchange

Abstract

The present disclosure relates to a computer-implemented method and system for call deflection. The method may include receiving a request for a return or exchange—wherein the request for a return or exchange is transmitted from a user’s mobile device via an interactive voice response (IVR) system—; generating a unique hyperlink in response to the request for an exchange or return—wherein the unique hyperlink is associated with at least one order from the user’s purchase history, the unique hyperlink is configured to navigate the user to a web browser or software application when activated by the user, and the unique hyperlink is unique for each request for a return or exchange—transmitting the unique hyperlink to the user’s mobile device; receiving a selection of products from at least one order from the user’s mobile device; and modifying a database to register products for return or exchange.

Description

Technology Field

[0001] The present disclosure generally relates to computerized systems and methods for call deflection for product return or exchange requests. In particular, embodiments of the present disclosure relate to an original and unique system for call deflection using an interactive voice response (IVR), a return management service (RMS) rule engine, and a messaging system. Background Technology

[0002] Systems and methods for deflecting customer calls to facilitate returns already exist. For example, existing systems and methods utilize Interactive Voice Response (IVR) systems to deflect calls from customers to customer service. Conventional IVR systems provide customers with various menu options, including the option to speak with a customer service representative. Often, customers choose to speak with a customer service representative to facilitate product returns or exchanges. Therefore, because customers feel that returning or exchanging products through self-service is not simple, it is difficult to induce them to use the IVR system to facilitate returns or exchanges. Customers tend to attempt to communicate directly with customer service representatives to verify that their return or exchange requests have been processed smoothly. Since many customers choose to speak directly with customer service representatives rather than use the IVR system to facilitate returns or exchanges, the workload of customer service representatives becomes excessive, and the wait times to speak with a representative become increasingly long.

[0003] Furthermore, because many customers frequently place multiple orders containing multiple products in a single day, conventional IVR systems are not suitable for deflecting calls from customers requesting returns or exchanges. Additionally, since the return period is typically 30 days or longer, even customers who place fewer orders per day may have multiple orders available for return within that period. Moreover, customers often wish to return only a portion of orders containing multiple products. For example, customers may frequently wish to return only one of the products in a specific order. Therefore, using a conventional IVR system to process returns or exchanges can be difficult, time-consuming, and inefficient, as the system requires guiding customers through their order history to allow them to select one or more products for return or exchange.

[0004] Therefore, an improved system and method for call deflection is needed to facilitate product returns or exchanges.

[0005] One aspect of the present disclosure relates to a computer-implemented system for call deflection. The system may include memory for storing instructions and at least one processor configured to execute instructions. The at least one processor may be configured to receive a request for a return or exchange via telephone communication from a user's mobile device, access the user's purchase history to identify at least one order satisfying predetermined return criteria, generate a unique hyperlink, transmit the unique hyperlink to the user's mobile device, receive a selection of products from at least one order for a return or exchange from the user's mobile device, and execute instructions to modify a database to register products for a return or exchange. The unique hyperlink may be assigned to at least one order satisfying the predetermined return criteria so that, when activated by the user, the mobile device is configured to display at least one order.

[0006] In some embodiments, accessing the user's purchase history may include identifying from a database all orders mapped to a phone number associated with the user's mobile device. In some embodiments, at least one processor may be further configured to execute commands to transmit commands to a remote device to retrieve products for return or exchange from the user. In other embodiments, when a unique hyperlink is activated by the user, the mobile device may be configured to display all products within all orders that satisfy predetermined return criteria.

[0007] In some embodiments, if each product within at least one order does not exceed a predetermined cost threshold, at least one order may satisfy a predetermined return criterion. In other embodiments, if at least one product within at least one order does not exceed a predetermined expiration period for return or exchange, at least one order may satisfy a predetermined return criterion. In yet another embodiment, if each product within at least one order is available for online return or exchange, at least one order may satisfy a predetermined return criterion. In some embodiments, if at least one product within at least one order is available for online return or exchange, at least one order may satisfy a predetermined return criterion. In other embodiments, if the user associated with at least one order is not associated with a prior violation, at least one order may satisfy a predetermined return criterion. Additionally or alternatively, if at least one order is not associated with an additional request for return or exchange, at least one order may satisfy a predetermined return criterion.

[0008] Another aspect of the present disclosure relates to a computer-implemented method for call deflection. The method may include receiving a request for a return or exchange via telephone communication from a user's mobile device; accessing the user's purchase history to identify at least one order satisfying predetermined return criteria; generating a unique hyperlink; transmitting the unique hyperlink to the user's mobile device; receiving a selection of products from at least one order for a return or exchange from the user's mobile device; and modifying a database to register products for a return or exchange. The unique hyperlink may be assigned to at least one order satisfying the predetermined return criteria so that, when activated by the user, the mobile device is configured to display at least one order.

[0009] In some embodiments, the step of accessing the user's purchase history may include identifying from a database all orders mapped to a phone number associated with the user's mobile device. In some embodiments, the method may further include the step of transmitting commands to a remote device to retrieve products for return or exchange from the user. In other embodiments, when a unique hyperlink is activated by the user, the mobile device may be configured to display all products within all orders that satisfy predetermined return criteria.

[0010] In some embodiments, if each product in at least one order does not exceed a predetermined cost threshold, at least one order may satisfy a predetermined return criterion. In other embodiments, if at least one product in at least one order does not exceed a predetermined expiration period for return or exchange, at least one order may satisfy a predetermined return criterion. In yet another embodiment, if each product in at least one order is available for online return or exchange, at least one order may satisfy a predetermined return criterion. In some embodiments, if at least one product in at least one order is available for online return or exchange, at least one order may satisfy a predetermined return criterion. Additionally or alternatively, if at least one order is not associated with an additional request for return or exchange, at least one order may satisfy a predetermined return criterion.

[0011] Another aspect of the present disclosure relates to a computer-implemented system for call deflection. The system may include memory for storing instructions and at least one processor configured to execute instructions. The at least one processor may be configured to receive a request for a return or exchange via telephone communication from a user's mobile device, access the user's purchase history to identify at least one order satisfying predetermined return criteria, generate a unique hyperlink, transmit the unique hyperlink to the user's mobile device, receive a selection of products from at least one order for return or exchange from the user's mobile device, and modify a database to register products for return or exchange. If products within at least one order are available for online return or exchange, and each product within at least one order does not exceed a predetermined cost threshold, at least one order may satisfy the predetermined return criteria. Additionally, the unique hyperlink may be assigned to at least one order satisfying the predetermined return criteria so that, when activated by the user, the mobile device is configured to display at least one order.

[0012] An aspect of the present disclosure relates to a computer-implemented method for call deflection, comprising receiving a request for a return or exchange—wherein the request for a return or exchange is transmitted from a user’s mobile device via an interactive voice response (IVR) system—; generating a unique hyperlink in response to the request for an exchange or return—wherein the unique hyperlink is associated with at least one order from the user’s purchase history, the unique hyperlink is configured to navigate the user to a web browser or software application when activated by the user, and the unique hyperlink is unique for each request for a return or exchange—; transmitting the unique hyperlink to the user’s mobile device; receiving a selection of products from at least one order from the user’s mobile device; and modifying a database to register products for return or exchange.

[0013] Additionally, another aspect of the present disclosure relates to a computer-implemented system for call deflection, which may include a memory for storing instructions; and at least one processor configured to execute instructions to perform a method.

[0014] Other systems, methods, and computer-readable media are also discussed in this specification. Brief explanation of the drawing

[0015] FIG. 1a is a schematic block diagram showing an exemplary embodiment of a network including a computer system for communication that enables delivery, transportation, and logistics operations according to a disclosed embodiment. FIG. 1b is a drawing showing a sample of a Search Result Page (SRP) comprising one or more search results that satisfy a search request according to an interactive user interface element, according to a disclosed embodiment. FIG. 1c is a drawing showing a sample of a Single Display Page (SDP) containing information about a product and a product according to an interactive user interface element according to a disclosed embodiment. FIG. 1d is a drawing showing a sample of a shopping cart page containing items in a virtual shopping cart according to an interactive user interface element according to a disclosed embodiment. FIG. 1e is a drawing showing a sample of an order page including items according to information regarding purchase and delivery from a virtual shopping cart, according to interactive user interface elements according to a disclosed embodiment. FIG. 2 is a schematic diagram of an exemplary fulfillment center configured to utilize the disclosed computer system according to the disclosed embodiment. FIG. 3 is a schematic block diagram showing an exemplary embodiment of a system for call deflection according to a disclosed embodiment. FIG. 4 is a flowchart illustrating an exemplary embodiment of a method for a call deflection according to a disclosed embodiment. FIG. 5 is a schematic block diagram showing an exemplary embodiment of a method for a call deflection according to a disclosed embodiment. Specific details for implementing the invention

[0016] The following description is explained in detail with reference to the attached drawings. Where possible, the same reference numerals are used in the drawings to refer to identical or similar parts in the following description. While some exemplary embodiments are described herein, modifications, adjustments, and other implementations are possible. For example, configurations and steps within the drawings may be replaced, added, or altered, and the exemplary methods described herein may be modified by replacing, changing the order of, removing, or adding steps to the disclosed methods. Accordingly, the following detailed description is not limited to the disclosed embodiments and examples. Instead, the appropriate scope of the invention is defined by the claims.

[0017] Embodiments of the present disclosure relate to a system and method configured for call deflection using an interactive voice response (IVR), a return management service (RMS) rule engine, and a messaging system. In particular, embodiments of the present disclosure relate to an improved system and method for call deflection using an IVR system, a return management service (RMS) rule engine that determines whether an order associated with a user satisfies predetermined return criteria, and a messaging system that transmits a unique hyperlink to a user's mobile device to facilitate returns or exchanges via a software application. Thus, even when a user calls and connects to the IVR system, the user can conveniently and efficiently enable product returns or exchanges using a software application on the user's mobile device, rather than waiting in a standby to speak with a customer service representative.

[0018] Referring to FIG. 1a, a schematic block diagram (100) illustrating an exemplary system including a computer system for communication that enables delivery, transportation, and logistics operations is shown. As shown in FIG. 1a, the system (100) may include various systems, each of which may be connected to one or more networks. The systems may be connected to one another through a direct connection (e.g., using cables). The illustrated systems include a shipment authority technology (SAT) system (101), an external front-end system (103), an internal front-end system (105), a transport system (107), mobile devices (107A, 107B, 107C), a merchant portal (109), a shipment and order tracking (SOT) system (111), a fulfillment optimization (FO) system (113), a fulfillment messaging gateway (FMG) (115), a supply chain management (SCM) system (117), a warehouse management system (119), mobile devices (119A, 119B, 119C) (illustrated as being inside a fulfillment center (FC) (200), a third-party fulfillment system (121A, 121B, 121C), and a fulfillment center authorization system (FC). It includes Auth)(123), and a labor management system (LMS)(125).

[0019] In some embodiments, the SAT system (101) may be implemented as a computer system that monitors order status and delivery status. For example, the SAT system (101) may determine whether an order has passed the Promised Delivery Date (PDD), and may take appropriate measures including initiating a new order, reshipping items for an undelivered order, canceling an undelivered order, and initiating contact with the ordering customer. The SAT system (101) may also monitor other data including outputs (such as the number of packages delivered during a specific period) and inputs (such as the number of empty cardboard boxes received for use in delivery). The SAT system (101) may also operate as a gateway between different devices within the system (100) that enables communication between devices such as an external front-end system (103) and an FO system (113) (e.g., using store-and-forward or other technologies).

[0020] In some embodiments, the external front-end system (103) may be implemented as a computer system that enables an external user to interact with one or more systems within the system (100). For example, in an embodiment where the system (100) enables a presentation of the system to allow a user to place an order for an item, the external front-end system (103) may be implemented as a web server that receives search requests, presents item pages, and requests payment information. For example, the external front-end system (103) may be implemented as a computer or computers running software such as an Apache HTTP server, Microsoft Internet Information Services (IIS), NGINX, etc. In other embodiments, the external front-end system (103) may run custom web server software designed to receive and process requests from an external device (e.g., a mobile device (102A) or a computer (102B)), obtain information from a database and other data storage devices based on these requests, and provide a response to the received requests based on the obtained information.

[0021] In some embodiments, the external front-end system (103) may include one or more of a web caching system, a database, a search system, or a payment system. In one aspect, the external front-end system (103) may include one or more of these systems, whereas in another aspect, the external front-end system (103) may include an interface (e.g., server-to-server, database-to-database, or other network connection) connected to one or more of these systems.

[0022] An exemplary set of steps illustrated in FIGS. 1b, 1c, 1d, and 1e will help to explain some operations of the external front-end system (103). The external front-end system (103) may receive information from a system or device within the system (100) for presentation and / or display. For example, the external front-end system (103) may host or provide one or more web pages including a Search Result Page (SRP) (e.g., FIG. 1b), a Single Detail Page (SDP) (e.g., FIG. 1c), a Cart page (e.g., FIG. 1d), or an Order page (e.g., FIG. 1e). A user device (e.g., using a mobile device (102A) or a computer (102B)) may request a search by navigating to the external front-end system (103) and entering information into a search box. The external front-end system (103) may request information from one or more systems within the system (100). For example, the external front-end system (103) may request information satisfying a search request from the FO system (113). The external front-end system (103) may also request and receive a Promised Delivery Date (PDD) for each product included in the search results (from the FO system (113)). In some embodiments, the PDD may indicate an estimate of when a package containing a product will arrive at a location desired by the user if ordered within a specific period, for example, by the end of the day (11:59 PM), or a promised date on which the product will be delivered to a location desired by the user (the PDD is discussed further below in relation to the FO system (113)).

[0023] The external front-end system (103) can prepare an SRP (e.g., FIG. 1b) based on information. The SRP may include information that satisfies a search request. For example, it may include a photo of a product that satisfies the search request. The SRP may also include information regarding the price of each product, or improved delivery options for each product, PDD, weight, size, offer, discount, etc. The external front-end system (103) may transmit the SRP to the requesting user device (e.g., via a network).

[0024] A user device may select a product from the SRP by, for example, clicking or tapping a user interface or using another input device. The user device may generate a request for information regarding the selected product and transmit it to an external front-end system (103). In response, the external front-end system (103) may request information regarding the selected product. For example, the information may include additional information beyond what is presented for the product on each SRP. This may include, for example, expiration date, country of origin, weight, size, number of items in a package, handling instructions, or other information about the product. The information may also include recommendations for similar products (for example, based on big data and / or machine learning analysis of customers who have purchased this product and at least one other product), answers to frequently asked questions, customer reviews, manufacturer information, photos, etc.

[0025] The external front-end system (103) can prepare a Single Detail Page (SDP) (e.g., FIG. 1c) based on the received product information. The SDP may also include other interactive elements such as a "Buy Now" button, an "Add to Cart" button, a quantity field, an item photo, etc. The SDP may include a list of sellers offering the product. This list may be ordered based on the price offered by each seller so that the seller offering the product at the lowest price is at the top of the list. This list may also be ordered based on seller ranking so that the highest-ranked seller is at the top of the list. The seller ranking may be based on multiple factors, for example, including the seller's past tracking record regarding whether the promised PPD was kept. The external front-end system (103) can transmit the SDP to the requesting user device (e.g., via a network).

[0026] The requesting user device can receive an SDP that lists product information. Upon receiving the SDP, the user device can interact with the SDP. For example, the user of the requesting user device can click the "Place in Cart" button of the SDP or interact with it. This adds the product to the shopping cart associated with the user. The user device can send this request to an external front-end system (103) to add the product to the shopping cart.

[0027] An external front-end system (103) may generate a shopping cart page (e.g., FIG. 1d). In some embodiments, the shopping cart page lists products that the user has added to a virtual "shopping cart." The user device may request the shopping cart page by clicking an icon on the SRP, SDP, or other page, or by interacting with it. In some embodiments, the shopping cart page may list information regarding the products in the cart, such as all products added to the cart by the user, as well as the quantity of each product, the price per item of each product, the price of each product based on the relevant quantity, information regarding PDD, delivery method, delivery cost, user interface elements for modifying products in the shopping cart (e.g., deleting or modifying the quantity), options for ordering other products or setting up regular delivery of products, options for setting up interest payments, and user interface elements for proceeding with a purchase. The user of the user device may click a user interface element (e.g., a button labeled "Buy Now") or interact with it to start purchasing products in the shopping cart. In this way, the user device can send these requests to an external front-end system (103) to initiate a purchase.

[0028] An external front-end system (103) may generate an order page (e.g., FIG. 1e) in response to receiving a request to initiate a purchase. In some embodiments, the order page relists items from a shopping cart and requests the input of payment and shipping information. For example, the order page may include sections requesting information regarding the purchaser of items in the shopping cart (e.g., name, address, email address, phone number), information regarding the recipient (e.g., name, address, phone number, delivery information), shipping information (e.g., delivery and / or pickup speed / method), payment information (e.g., credit card, bank transfer, check, stored credit), and user interface elements requesting a cash receipt (e.g., for tax purposes). The external front-end system (103) may transmit the order page to a user device.

[0029] The user device can click or interact with user interface elements that input information on the order page and transmit information to an external front-end system (103). From thereon, the external front-end system (103) transmits the information to another system within the system (100) to create and process a new order for products in the shopping cart.

[0030] In some embodiments, the external front-end system (103) may be further configured to allow the seller to transmit and receive information related to the order.

[0031] In some embodiments, the internal front-end system (105) may be implemented as a computer system that enables an internal user (e.g., an employee of an organization that owns, operates, or leases the system (100)) to interact with one or more systems within the system (100). For example, in an embodiment where the network (101) enables a presentation of a system that allows a user to place an order for an item, the internal front-end system (105) may be implemented as a web server that enables an internal user to view diagnostic and statistical information regarding the order, modify item information, or review statistics regarding the order. For example, the internal front-end system (105) may be implemented as a computer or computers running software such as an Apache HTTP server, Microsoft Internet Information Services (IIS), NGINX, etc. In another embodiment, the internal front-end system (105) may receive and process requests from a system or device shown within the system (100) (as well as other devices not shown), obtain information from a database and other data storage devices based on such requests, and provide a response to the received requests based on the obtained information (execute custom web server software designed).

[0032] In some embodiments, the internal front-end system (105) may include one or more of a web caching system, a database, a search system, a payment system, an analytics system, an order monitoring system, etc. In one aspect, the internal front-end system (105) may include one or more of these systems, whereas in another aspect, the internal front-end system (105) may include an interface (e.g., server-to-server, database-to-database, or other network connection) connected to one or more of these systems.

[0033] In some embodiments, the transport system (107) may be implemented as a computer system that enables communication between a system or device within the system (100) and mobile devices (107A-107C). ​​In some embodiments, the transport system (107) may receive information from one or more mobile devices (107A-107C) (e.g., mobile phones, smartphones, PDAs, etc.). For example, in some embodiments, the mobile devices (107A-107C) may include devices operated by a delivery person. A delivery person, who may be a regular, temporary, or shift worker, may use the mobile devices (107A-107C) to deliver packages containing products ordered by a user. For example, to deliver a package, the delivery person may receive a notification on the mobile device indicating the package to be delivered and the delivery location. Upon arrival at the delivery location, the delivery person may place the package (e.g., in the back of a truck or in a package crate), scan or capture data associated with an identifier on the package (e.g., barcode, image, text string, RFID tag, etc.) using a mobile device, and deliver the package (e.g., by placing it at a front door, leaving it with a security guard, or handing it over to a recipient). In some embodiments, the delivery person may use a mobile device to take a photo(s) of the package and / or obtain a signature. The mobile device may transmit information regarding the delivery, including, for example, time, date, GPS location, photo(s), an identifier associated with the delivery person, an identifier associated with the mobile device, etc. The transportation system (107) may store this information in a database (not shown) for access by other systems within the system (100). In some embodiments, the transportation system (107) may use this information to prepare and transmit tracking data indicating the location of a specific package to other systems.

[0034] In some embodiments, certain users may use one type of mobile device (e.g., regular employees may use a professional PDA with custom hardware such as a barcode scanner, stylus, and other devices), while other users may use a different type of mobile device (e.g., temporary or shift workers may use ready-made mobile phones and / or smartphones).

[0035] In some embodiments, the transport system (107) may associate a user with a respective device. For example, the transport system (107) may store an association between a user (represented, for example, by a user identifier, an employee identifier, or a phone number) and a mobile device (represented, for example, by an International Mobile Equipment Identity (IMEI), an International Mobile Subscription Identifier (IMSI), a phone number, a Universal Unique Identifier (UUID), or a Globally Unique Identifier (GUID). The transport system (107) may use this association in relation to data received during delivery to analyze data stored in a database to determine, among other things, the location of the worker, the efficiency of the worker, or the speed of the worker.

[0036] In some embodiments, the seller portal (109) may be implemented as a computer system that enables a seller or other external entity to electronically communicate with one or more systems within the system (100). For example, the seller may use the seller portal (109) to utilize a computer system (not shown) that uploads or provides product information, order information, contact information, etc., regarding products to be sold through the system (100).

[0037] In some embodiments, the delivery and order tracking system (111) may be implemented as a computer system that receives, stores, and forwards information regarding the location of a package containing products ordered by a customer (e.g., a user using the device (102A-102B)). In some embodiments, the delivery and order tracking system (111) may request or store information from a web server (not shown) operated by a delivery company that delivers the package containing products ordered by the customer.

[0038] In some embodiments, the delivery and order tracking system (111) may request and store information from the systems shown in the system (100). For example, the delivery and order tracking system (111) may request information from the transport system (107). As described above, the transport system (107) may receive information from one or more mobile devices (107A-107C) (e.g., mobile phones, smartphones, PDAs, etc.) associated with one or more of a user (e.g., a delivery person) or a vehicle (e.g., a delivery truck). In some embodiments, the delivery and order tracking system (111) may also request information from the warehouse management system (WMS) (119) to determine the location of individual products within a fulfillment center (e.g., a fulfillment center (200)). The shipping and order tracking system (111) may request data from one or more of the transport system (107) or WMS (119), process it, and provide it to a device (e.g., user device (102A, 102B)) upon request.

[0039] In some embodiments, the fulfillment optimization (FO) system (113) may be implemented as a computer system that stores information about customer orders from other systems (e.g., an external front-end system (103) and / or a shipping and order tracking system (111)). The FO system (113) may also store information indicating where specific items are maintained or stored. For example, certain items may be stored in only one fulfillment center, while certain other items may be stored in multiple fulfillment centers. In another embodiment, certain fulfillment centers may be configured to store only a specific set of items (e.g., fresh produce or frozen products). The FO system (113) stores this information as well as related information (e.g., quantity, size, date of receipt, expiration date, etc.).

[0040] The FO system (113) can also calculate a corresponding PDD (Promised Delivery Date) for each product. In some embodiments, the PDD may be based on one or more factors. For example, the FO system (113) can calculate the PDD for a product based on past demand for the product (e.g., how many of the product were ordered over a period of time), predicted demand for the product (e.g., how many customers are expected to order the product over an upcoming period), past demand across the network indicating how many products were ordered over a period of time, predicted demand across the network indicating how many products are expected to be ordered over an upcoming period, one or more number of products stored in each fulfillment center (200) storing each product, and expected or current orders for the product, etc.

[0041] In some embodiments, the FO system (113) may periodically (e.g., hourly) determine the PDD for each product and store it in a database for retrieval or transmission to other systems (e.g., external front-end system (103), SAT system (101), shipping and order tracking system (111)). In other embodiments, the FO system (113) may receive electronic requests from one or more systems (e.g., external front-end system (103), SAT system (101), shipping and order tracking system (111)) and calculate the PDD as required.

[0042] In some embodiments, the fulfillment messaging gateway (FMG) (115) may be implemented as a computer system that receives a request or response in one format or protocol from one or more systems within the system (100), such as the FO system (113), converts it into another format or protocol, forwards the request or response in the converted format or protocol to another system, such as the WMS (119) or a third-party fulfillment system (121A, 121B, or 121C), and vice versa.

[0043] In some embodiments, the supply chain management (SCM) system (117) may be implemented as a computer system that performs a forecasting function. For example, the SCM system (117) may forecast the level of demand for a specific product based, for example, past demand for the product, predicted demand for the product, past demand across the network, predicted demand across the network, the number of products stored in each fulfillment center (200), and expected or current orders for each product. In response to this predicted level and the quantity of each product through all fulfillment centers, the SCM system (117) may generate one or more purchase orders to purchase and stockpile a sufficient amount to satisfy the predicted demand for a specific product.

[0044] In some embodiments, the warehouse management system (WMS) (119) may be implemented as a computer system that monitors the workflow. For example, the WMS (119) may receive event data indicating individual events from individual devices (e.g., devices (107A-107C or 119A-119C)). For example, the WMS (119) may receive event data indicating that one of these devices was used to scan a package. As discussed below with respect to the fulfillment center (200) and FIG. 2, during the fulfillment process, package identifiers (e.g., barcode or RFID tag data) may be scanned or read by machines at a specific stage (e.g., devices such as automatic or handheld barcode scanners, RFID readers, high-speed cameras, tablets (119A), mobile devices / PDAs (119B), computers (119C), etc.). WMS (119) can store each event indicating a scan or read of a package identifier in a corresponding database (not shown) along with a package identifier, time, date, location, user identifier, or other information, and can provide this information to other systems (e.g., a shipping and order tracking system (111)).

[0045] In some embodiments, the WMS (119) may store information associating one or more devices (e.g., devices (107A-107C or 119A-119C)) with one or more users associated with the system (100). For example, in some situations, a user (such as a part-time or full-time employee) may be associated with a mobile device in that they own a mobile device (e.g., the mobile device is a smartphone). In other situations, a user may be associated with a mobile device in that they temporarily keep the mobile device (e.g., a user who borrows a mobile device at the beginning of the day uses it for the day and will return it at the end of the day).

[0046] In some embodiments, the WMS (119) may maintain work logs for each user associated with the system (100). For example, the WMS (119) may store information associated with each employee, including any assigned process (e.g., unloading from a truck, picking up items from a pickup area, rebin wall work, packing items), user identifier, location (e.g., floor or zone of the fulfillment center (200)), number of units moved through the system by the employee (e.g., number of picked-up items, number of packed items), identifier associated with a device (e.g., device (119A-119C)). In some embodiments, the WMS (119) may receive check-in and check-out information from a timekeeping system, such as a timekeeping system operating on the device (119A-119C).

[0047] In some embodiments, the third-party fulfillment (3PL) system (121A-121C) represents a computer system associated with a third-party provider of logistics and products. For example, while some products are stored in the fulfillment center (200) (as described below in relation to FIG. 2), other products may be stored off-site or produced on demand and otherwise cannot be stored in the fulfillment center (200). The 3PL system (121A-121C) may be configured to receive orders from the FO system (113) (e.g., via FMG (115)) and may provide products and / or services (e.g., delivery or installation) directly to the customer. In some embodiments, one or more 3PL systems (121A-121C) may be part of the system (100), but in other embodiments, one or more 3PL systems (121A-121C) may be outside the system (100) (e.g., owned or operated by a third-party provider).

[0048] In some embodiments, the Fulfillment Center Authentication System (FC Auth) (123) may be implemented as a computer system having various functions. For example, in some embodiments, FC Auth (123) may function as a single-sign-on (SSO) service for one or more other systems within the system (100). For example, FC Auth (123) allows a user to log in through an internal front-end system (105), determines that the user has similar authority to access resources in the shipping and order tracking system (111), and allows the user to access such authority without requiring a second login process. In other embodiments, FC Auth (123) allows a user (e.g., an employee) to associate themselves with a specific task. For example, some employees may not have electronic devices (such as devices (119A-119C)) and instead may move between tasks and zones within the Fulfillment Center (200) during the day. FC Auth (123) can be configured to display the work these employees are performing at different times and the zones they belong to.

[0049] In some embodiments, the labor management system (LMS) (125) may be implemented as a computer system that stores attendance and overtime information for employees (including full-time and part-time employees). For example, the LMS (125) may receive information from FC Auth (123), WMS (119), devices (119A-119C), a transport system (107), and / or devices (107A-107C).

[0050] The specific configuration shown in FIG. 1a is merely an example. For instance, FIG. 1a shows an FC Auth system (123) connected to an FO system (113), whereas not all embodiments require this specific configuration. In practice, in some embodiments, the systems within the system (100) may be connected to one or more public or private networks, including the Internet, an intranet, a Wide-Area Network (WAN), a Metropolitan-Area Network (MAN), a wireless network conforming to IEEE 802.11a / b / g / n standards, leased lines, etc. In some embodiments, one or more of the systems within the system (100) may be implemented as one or more virtual servers implemented in a data center, a server farm, etc.

[0051] FIG. 2 illustrates a fulfillment center (200). The fulfillment center (200) is an example of a physical location for storing items to be shipped to customers upon order. The fulfillment center (FC) (200) may be divided into a number of zones, each of which is illustrated in FIG. 2. In some embodiments, these “zones” may be conceived as virtual divisions between different stages of the process of receiving items, storing items, retrieving items, and shipping items. Thus, while “zones” are shown in FIG. 2, in some embodiments, other divisions of zones are possible, and the zones in FIG. 2 may be omitted, duplicated, or modified.

[0052] The inbound area (203) represents an area of ​​the FC (200) where items are received from a seller who intends to sell products using the system (100) of FIG. 1a. For example, the seller may use a truck (201) to deliver items (202A, 202B). Item (202A) may represent a single item large enough to occupy its own delivery pallet, and item (202B) may represent a set of items stacked together on the same pallet to save space.

[0053] The worker receives items from the inbound area (203) and may optionally use a computer system (not shown) to check if the items are damaged and accurate. For example, the worker may use the computer system to compare the quantity of items (202A, 202B) with the ordered quantity of items. If the quantities do not match, the worker may reject one or more of the items (202A, 202B). If the quantities match, the worker may transport the items to the buffer area (205) (e.g., by dolly, handtruck, forklift, or by hand). The buffer area (205) may be a temporary storage area for items that are not currently needed in the pickup area because there is a sufficient quantity of the items in the pickup area to meet the predicted demand. In some embodiments, the forklift (206) operates to transport items around the buffer zone (205) and between the inbound zone (203) and the drop zone (207). If items (202A, 202B) are needed in the pickup zone (e.g., due to predicted demand), the forklift can transport the items (202A, 202B) to the drop zone (207).

[0054] The drop area (207) may be an area of ​​the FC (200) that stores items before they are transported to the pickup area (209). A worker ("picker") assigned to the pickup operation may access items (202A, 202B) in the pickup area, scan a barcode for the pickup area, and scan a barcode associated with items (202A, 202B) using a mobile device (e.g., device (119B)). The picker may then take items to the pickup area (209) (e.g., by placing them on a cart or transporting them).

[0055] The pickup area (209) may be an area of ​​the FC (200) where items (208) are stored in a storage unit (210). In some embodiments, the storage unit (210) may include one or more of physical shelves, bookshelves, boxes, totes, refrigerators, freezers, cold storage units, etc. In some embodiments, the pickup area (209) may be organized into multiple floors. In some embodiments, a worker or machine may transport items to the pickup area (209) in various ways, including, for example, a forklift, an elevator, a conveyor belt, a cart, a hand truck, a handcart, an automated robot or device, or manual labor. For example, a picker may place items (202A, 202B) on a hand truck or cart in the drop area (207) and take items (202A, 202B) to the pickup area (209).

[0056] A picker may receive a command to place (or "stow") an item at a specific spot in a pickup area (209), such as a specific space on a storage unit (210). For example, the picker may scan the item (202A) using a mobile device (e.g., device (119B)). The device may indicate the location where the item (202A) needs to be stowed, for example, using a system indicating aisles, shelves, and locations. The device may then allow the picker to scan a barcode at that location before stowing the item (202A) at that location. The device may transmit data (e.g., via a wireless network) to a computer system, such as the WMS (119) of FIG. 1a, indicating that the item (202A) has been stowed at that location by a user using the device (119B).

[0057] Once the user places an order, the picker may receive a command from the device (119B) to retrieve one or more items (208) from the storage unit (210). The picker may retrieve the items (208), scan the barcode on the items (208), and place them on the transport device (214). In some embodiments, the transport device (214) is represented as a slide, but the transport device may be implemented as one or more of a conveyor belt, elevator, cart, forklift, hand truck, handcart, cart, etc. The items (208) may then arrive at the packing area (211).

[0058] The packing area (211) may be an area of ​​the FC (200) where items are received from the pickup area (209) and packed into boxes or bags for final delivery to customers. In the packing area (211), a worker assigned to receive the items ("rebin worker") will receive the items (208) from the pickup area (209) and determine which order it corresponds to. For example, the rebin worker may use a device such as a computer (119C) to scan the barcode on the items (208). The computer (119C) may visually indicate which order the items (208) are associated with. This may include, for example, a space or "cell" on the month (216) corresponding to the order. (For example, since the cell contains all the items of the order.) Once the order is completed, the rebin worker may notify the packing worker (or "packer") that the order is completed. The packer can retrieve items from the cell and place them in a box or bag for delivery. The packer can then transfer the box or bag to a hub area (213) by means of, for example, a forklift, a cart, a handcart, a hand truck, a conveyor belt, manual labor, or other methods.

[0059] The hub area (213) may be an area of ​​the FC (200) that receives all boxes or bags ("packages") from the packing area (211). An operator and / or machine in the hub area (213) may search for packages (218), determine which part of the delivery area each package is to be delivered to, and send the packages to a suitable camp area (215). For example, if the delivery area has two smaller sub-areas, the packages will be sent to one of the two camp areas (215). In some embodiments, the operator or machine may scan the packages to determine the final destination (e.g., using one of the devices (119A-119C)). Sending the packages to a camp area (215) may include, for example, determining the part of the geographic area to which the packages are headed (based on the zip code) and determining the camp area (215) associated with that part of the geographic area.

[0060] In some embodiments, the camp area (215) may include one or more buildings, one or more physical spaces, or one or more regions where packages are received from the hub area (213) to be classified into routes and / or sub-routes. In some embodiments, the camp area (215) is physically separated from the FC (200), whereas in other embodiments, the camp area (215) may form part of the FC (200).

[0061] A worker and / or machine in the camp area (215) may determine which route and / or sub-route a package (220) should be associated with based, for example, a comparison of the destination with the existing route and / or sub-route, a calculation of the workload for each route and / or sub-route, the time of day, the delivery method, the cost to deliver the package (220), the PDD associated with the items of the package (220), etc. In some embodiments, the worker or machine may scan the package to determine the final destination (for example, using one of the devices (119A-119C)). Once the package (220) is assigned to a specific route and / or sub-route, the worker and / or machine may transport the package (220) to be delivered. In the exemplary FIG. 2, the camp area (215) includes a truck (222), a car (226), and a delivery person (224A, 224B). In some embodiments, a delivery worker (224A) may drive a truck (222), where the delivery worker (224A) is a full-time employee delivering packages for FC (200), and the truck is owned, leased, or operated by the same company that owns, leases, or operates FC (200). In some embodiments, a delivery worker (224B) may drive a vehicle (226), where the delivery worker (224B) is a "flex" or non-occupational worker delivering as needed (e.g., seasonally). The vehicle (226) may be owned, leased, or operated by the delivery worker (224B).

[0062] Referring to FIG. 3, a schematic block diagram (300) illustrating an exemplary embodiment of a system including an interactive voice response (IVR) system (301) is shown. The IVR system (301) may be associated with one or more systems within the system (100) of FIG. 1a. In some embodiments, the IVR system (301) may be implemented as a computer system that enables one or more systems within the system (100) of FIG. 1a to interact with a customer through the use of a user's voice and, for example, a dual-tone multi-frequency signaling (DTMF) tone input via a keypad of a mobile device. Thus, the IVR system (301) may enable a customer to interact with one or more systems within the system (100) of FIG. 1a via a keypad on a mobile device or through known speech / voice recognition algorithm(s). The IVR system (301) may include one or more processors (305) capable of storing responses that are pre-recorded or dynamically generated in a database, such as a database (304). Accordingly, one or more processors (305) can enable the IVR system (301) to converse with customers and guide customers to various services provided by one or more systems within the system (100) of FIG. 1a. One or more processors (305) may also be configured to receive audio signals from a customer's mobile device and process said audio signals using language recognition to determine one or more requests made by customers. For example, one or more processors (305) may be configured to identify words and phrases in spoken language and convert them into a machine-readable format. In another embodiment, one or more processors (305) may receive one or more inputs from a customer's mobile device via a keypad and process said inputs to determine one or more requests made by said customer.

[0063] In some embodiments, one or more processors (305) may be configured to access a customer's purchase history. For example, one or more processors (305) may be configured to look up one or more previous orders associated with a customer from a database, such as a database (304). In some embodiments, when one or more processors (305) of the IVR system (301) receive a phone call from a user's mobile device, one or more processors (305) may be configured to extract a phone number associated with the user's mobile device and look up the user's purchase history from the database (304) based on the extracted phone number. For example, one or more processors (305) may be configured to identify one or more previous orders stored in the database (304) associated with the extracted phone number.

[0064] In another embodiment, the IVR system (301) may include a return management service (RMS) rule engine (306). The RMS rule engine (306) may, for example, generate and store predetermined return criteria to enable a user to make a return or exchange. Additionally or alternatively, the predetermined return criteria may be stored in a database (304). Additionally or alternatively, the RMS rule engine (306) may be pre-configured with predetermined return criteria. In some embodiments, one or more processors (305) may be configured to receive a request for a return or exchange from a user and to determine whether the user has at least one order that satisfies the predetermined return criteria. Thus, one or more processors (305) may be configured to access the user's purchase history and identify at least one order that satisfies the predetermined return criteria generated by the RMS rule engine (306). In some embodiments, the RMS rule engine (306) may be configured to generate a unique hyperlink that enables a user to select one or more products for return or exchange. One or more processors (305) may transmit a unique hyperlink generated by the RMS rule engine (306) to a user, for example, through a messaging system. The messaging system may include, for example, a third-party messaging system, a component within the IVR system (301), a component or server communicating with the IVR system (301), etc. Thus, one or more processors (305) may transmit a message to the user's mobile device via an application push notification having a unique hyperlink or a Short Message Service (SMS). Additionally or alternatively, the message may be transmitted to the user's mobile device via Multimedia Messaging Service (MMS), Long Messaging Service (LMS), and / or email.Users can click a unique hyperlink to access a list of orders and / or products that they can select to enable returns or exchanges.

[0065] In some embodiments, the database (304) may include one or more memories that store information and are accessed via a network (302). As an example, the database (304) may include an Oracle™ database, a Sybase™ database, or other relational database, or a non-relational database such as a Hadoop™ sequence file, HBase, or Cassandra. Although the database (304) is exemplified as being contained within the system (300), it may alternatively be located away from the system (300). In other embodiments, the database (304) may be integrated into an IVR system (301). The database (304) may include computing components (e.g., a database management system, a database server, etc.) configured to receive and process requests for data stored in the memory devices of the database (304) and to provide data from the database (304).

[0066] The system (300) may also include a network (302) and a server (303). The IVR system (301), the server (303), and the database (304) may be connected via the network (302) and communicate with each other. The network (302) may include one or more of a wireless network, a wired network, or any combination of a wireless network and a wired network. For example, the network (302) may include one or more of a fiber optic network, a passive optical network, a cable network, an internet network, a satellite network, a wireless LAN, a Global System for Mobile Communication (GSM), a Personal Communication Service (PCS), a Personal Area Network (PAN), D-AMPS, Wi-Fi, fixed wireless data, IEEE 802.11b, 802.15.1, 802.11n, and 802.11g, or any other wired or wireless network for transmitting and receiving data.

[0067] Additionally, the network (302) may include, but is not limited to, global networks such as telephone lines, fiber optics, IEEE Ethernet 802.3, a Wide Area Network (WAN), a Local Area Network (LAN), or the Internet. Additionally, the network (302) may support an Internet network, a wireless communication network, a cellular network, or any combination thereof. The network (302) may further include one network or any number of exemplary types of networks mentioned above, either as a standalone network or operating in cooperation with one another. The network (302) may utilize one or more protocols of one or more network elements to which they are communicably combined. The network (302) may convert to or from another protocol to one or more protocols of the network devices. Although the network (302) is depicted as a single network, it should be understood that, according to one or more embodiments, the network (302) may include multiple interconnected networks, such as, for example, the Internet, a service provider's network, a cable television network, a corporate network, and a home network.

[0068] The server (303) may be a web server. For example, the server (303) may include hardware (e.g., one or more computers) and / or software (e.g., one or more applications) that deliver web content that can be accessed by a user through a network (e.g., network (302)), such as the Internet. The server (303) may use a hypertext transfer protocol (HTTP or HTTPS) to communicate with the user, for example. The web page delivered to the user may include an HTML document that may contain, for example, images, style sheets, and scripts in addition to text content.

[0069] For example, a user program, such as a web browser, a web crawler, or a native mobile application, may initiate communication by making a request for a specific resource using HTTP, and the server (303) may respond with the content of that resource or, if it cannot do so, respond with an error message. Additionally, the server (303) may enable or facilitate receiving content from the user, thereby enabling the user to submit web forms, for example, including file uploads. Additionally, the server (303) may support server-side scripting using, for example, Active Server Pages (ASP), PHP, or other scripting languages. Thus, the behavior of the server (303) may be scripted into individual files, but the actual server software remains unchanged.

[0070] In other embodiments, the server (303) may be an application server that includes hardware and / or software dedicated to the efficient execution of procedures (e.g., programs, routines, scripts) to support its applied application. The server (303) may include one or more application server frameworks, for example, a Java application server (e.g., Java Platform, Enterprise Edition (Java EE), .NET Framework from Microsoft®, PHP application server, etc.). Various application server frameworks may include comprehensive service layer models. The server (303) may operate as a set of components accessible to, for example, an entity implementation system (100) through APIs defined by the platform itself.

[0071] FIG. 4 is a flowchart illustrating an exemplary method (400) for call deflection. This exemplary method is provided as an example. The method (400) illustrated in FIG. 4 may be executed or performed by one or more combinations of various systems. The method (400) may be performed by an IVR system (301) as illustrated in FIG. 3, and, as an example, various elements of that system are referenced to describe the method of FIG. 4. Each block illustrated in FIG. 4 represents one or more processes, methods, or subroutines in the exemplary method (400). Referring to FIG. 4, the exemplary method (400) may start at block (401).

[0072] In block (401), one or more processors (305) may receive a request for a return or exchange from a user's mobile device via telephone communication. In some embodiments, one or more processors (305) may receive a request for a return or exchange from a user's mobile device via voice communication through a data line, such as a voice call via a software application or a web browser. For example, a user may call customer service using a mobile device to return or exchange one or more previously purchased products. After one or more processors (305) of the IVR system (301) receive a request for a return or exchange, one or more processors (305) of the IVR system (301) may proceed to block (402). In block (402), one or more processors (305) may access the user's purchase history to identify at least one order that satisfies predetermined return criteria. For example, one or more processors (305) may look up one or more previous orders associated with the user in a database (304). In some embodiments, one or more processors (305) may process telephone communications from a user's mobile device and extract a phone number associated with the user's mobile device. Then, one or more processors (305) may look up the phone number in a database (304) to identify a previous order mapped to the phone number.

[0073] To identify at least one order satisfying predetermined return criteria, one or more processors (305) may apply predetermined return criteria generated by, for example, an RMS rule engine (306). The predetermined return criteria may establish one or more rules to determine whether one or more previous orders associated with a user are eligible for exchange or return through the IVR system (301). For example, according to predetermined return criteria, at least one product is too expensive, the user has returned at least one product within a predetermined period, at least one product is not eligible for return or exchange, the return or exchange period for at least one product has expired, at least one product is not eligible for online return, there is no purchase history associated with the user, the number of products for return or exchange exceeds a predetermined threshold, the user is associated with a prior violation regarding a previous attempt at fraud or policy violation within the database (304), or at least one product is associated with an additional request for return or exchange, one or more previous orders associated with the user may not be eligible for return or exchange through the IVR system (301). For example, the database (304) may store a tiered list of users, and each tier may be associated with a security level associated with the user. If the user is not associated with any past violations, such as fraud, theft, or policy violations, the user may be associated with Tier 1 in the database (304). If the user is associated with one past violation, the user may be associated with Tier 2 in the database (304). If the user is associated with two or more past violations, the user may be associated with Tier 3 in the database (304).

[0074] For example, if each product in one or more orders does not exceed a predetermined amount threshold, e.g., $1,000 USD, then those one or more orders may satisfy a predetermined return criterion. In some embodiments, if at least one product in one or more orders does not exceed a predetermined expiration period for returns or exchanges, such as, e.g., 30 days from the date of purchase, then those one or more orders may satisfy a predetermined return criterion. Additionally or alternatively, if one or more orders include a product that exceeds the predetermined expiration period for returns or exchanges and one or more orders include other products that do not exceed the predetermined expiration period for returns or exchanges, then those one or more orders may still satisfy the predetermined return criterion and be eligible for returns or exchanges. However, a product that exceeds the predetermined expiration period for returns or exchanges may be made unavailable for selection or activation by the user on the user's mobile device. For example, a product that exceeds the predetermined expiration period for returns or exchanges may be grayed out or crossed out when displayed on the user's mobile device. In another embodiment, if each product within one or more orders is eligible for online return or exchange, those one or more orders may satisfy predetermined return criteria. For example, some products, such as perishable products or products exceeding maximum size or weight, may not be eligible for online return or exchange. As such, the user may have to take the product to a retail store to return or exchange it. Therefore, if not all products previously purchased by the user are eligible for online return or exchange, one or more orders associated with the user may not satisfy predetermined return criteria, and thus the user cannot return or exchange the product using the IVR system (301).Additionally or alternatively, if at least one product within one or more orders is available for online return or exchange, those one or more orders may satisfy predetermined return criteria. Thus, as long as one product previously purchased by a user is available for online return or exchange, the user may return or exchange the product using the IVR system (301). In some embodiments, if a user is not associated with a past violation in the database (340), one or more orders associated with that user may satisfy predetermined return criteria. For example, the database (304) may store a list of users associated with past violations regarding previous attempts at policy violations, theft, or fraud. For example, the database (304) may store a tiered list of users, each tier may be associated with a security level associated with the user. If a user is not associated with any past violations, such as fraud, theft, or policy violations, for example, the user may be associated with a first tier in the database (304). If a user is associated with one past violation, that user may be associated with a second tier in the database (304). If a user is associated with two or more past violations, that user may be associated with a third tier in the database (304). If one or more processors (305) identify a user associated with one or more orders from a list of users associated with past violations in a second or third tier in the database (304), for example, the one or more processors (305) may determine that one or more orders associated with that user do not satisfy the predetermined return criteria generated by the RMS rule engine (306). Additionally, if one or more orders are not already associated with an additional request for a return or exchange, one or more orders associated with the user may satisfy the predetermined return criteria.For example, if one or more processors (35) determine from data stored in the database (304) that a user has previously requested an exchange or return for one or more orders, one or more processors (305) may determine that one or more orders are not eligible for a return or exchange based on predetermined return criteria generated by the RMS rule engine (306).

[0075] After identifying at least one order satisfying predetermined return criteria, the method (400) may proceed to block (403). In block (403), one or more processors (305) may generate a unique hyperlink. The unique hyperlink may generally contain unique hypertext that allows the user to navigate to a web browser or software application when activated by the user by clicking the hyperlink. The hyperlink may be unique for at least one order satisfying the predetermined return criteria. Thus, the hypertext contained in each generated unique hyperlink may differ for each request for return or exchange. After generating the unique hyperlink, the method (400) may proceed to block (404).

[0076] In block (404), one or more processors (305) may transmit a unique hyperlink to the user's mobile device. For example, the unique hyperlink may be assigned to at least one order that satisfies predetermined return criteria. Thus, when the user activates the unique hyperlink, for example by clicking the hyperlink, the user's mobile device may be configured to display at least one order (e.g., order-level display). Additionally or alternatively, when the user activates the unique hyperlink, the user's mobile device may be configured to display all products in all orders associated with the user that satisfy the predetermined return criteria (e.g., product-level display). In this way, the mobile device may display all products that the user has previously purchased and that are eligible for return or exchange through the IVR system (301). Thus, it may be easier for the user to select specific product(s) for which they wish to request a return or exchange. Additionally, it may be easier for the user to select a sub-quantity of specific products for which they wish to request a return or exchange. In contrast, conventional systems (e.g., customer service staff) may find it difficult to process returns on a product-by-product basis.

[0077] In some embodiments, in block (404), one or more processors (305) may use a messaging system to send a unique hyperlink to the user's mobile device. For example, one or more processors (305) may send a message to the user's mobile device via a Short Message Service (SMS) or application push notification having a unique hyperlink. Additionally or alternatively, one or more processors (305) may send the unique hyperlink to another mobile device different from the user's mobile device. For example, if one or more processors (305) receive a request for a return or exchange from the user's mobile device and the phone number associated with the user's mobile device is not associated with the user in the database (304), one or more processors (305) may send the unique hyperlink to another device having the phone number associated with the user in the database (304). In other embodiments, one or more processors (305) may prompt the user to confirm and / or provide the phone number of the mobile device to which they wish to receive the unique hyperlink. Additionally or alternatively, one or more processors (305) may prompt the user to verify and / or provide an email address or other identifier associated with the user in order to receive a unique hyperlink.

[0078] In some embodiments, one or more processors (305) may send a message to a user's mobile device via an application push notification that does not have a unique hyperlink. For example, when one or more processors (305) are configured to process a return or exchange by sending an application push notification to a user's mobile device, a unique hyperlink may not be required. Instead, one or more processors (305) may send a message to a user's mobile device via an application push notification, and when the user opens the message, one or more processors (305) automatically prompt the user's mobile device to display an application, allowing the user to access a list of orders and / or products that the user can select to facilitate a return or exchange.

[0079] According to embodiments of the present disclosure, a user may click a unique hyperlink to access a list of orders and / or products that the user may select to facilitate returns or exchanges. In some embodiments, when the user clicks to activate the unique hyperlink, the mobile device may be configured to open a software application on the mobile device. In some embodiments, when the user clicks the unique hyperlink to activate it, the mobile device may be configured to open a web browser on the mobile device that displays a list of orders and / or products that the user may select to facilitate returns or exchanges. Thus, the user may be guided to the software application to submit a request for a return or exchange. Thus, instead of a customer service representative enabling product returns or exchanges via telephone communication, the user can make a request for a return or exchange processed through a software application on the user's mobile device quickly and efficiently. In this way, the user does not have to wait a long time to connect with a customer service representative to complete a request for a return or exchange, and the customer service representative will not be overburdened by a large number of customer calls regarding product returns or exchanges.

[0080] When a user receives a unique hyperlink on a mobile device, the user may select a product for return or exchange. In this way, the method (400) may proceed to block (405). In block (405), one or more processors (305) may receive a selection of a product for return or exchange from at least one order that satisfies predetermined return criteria from the user's mobile device. In some embodiments, after receiving the selection, one or more processors (305) may submit a request for return or exchange of the selected product to the RMS rule engine (306). When one or more processors (305) receive a selection from the user, the method (400) may proceed to block (406). In block (406), one or more processors (305) may modify a database, such as a database (304), to register the product for return or exchange. Additionally or alternatively, one or more processors (305) may transmit commands to one or more systems within the system (100) of FIG. 1a to fulfill a user's request for a product return or exchange. For example, one or more processors (305) may transmit commands to the SCM system (117) of FIG. 1a to pick up a product for return or exchange from a user. In another embodiment, one or more processors (305) may transmit commands to a delivery person, such as the delivery person (224A and 224B) of FIG. 2, to pick up a product for return or exchange from a user. In another embodiment, one or more processors (305) may transmit commands to a transportation management system, such as the transportation system (107) of FIG. 1a, to dispatch one or more delivery personnel, such as the delivery personnel (224A and 224B) of FIG. 2, and / or one or more vehicles, such as the truck (222) and / or vehicle (226) of FIG. 2, to pick up a product for return or exchange from a user.In some embodiments, after modifying a database such as a database (304) to register products for return or exchange, one or more processors (305) may process a refund for a customer when predetermined return criteria are met and the customer chooses to return.

[0081] FIG. 5 is a schematic block diagram (500) illustrating an exemplary embodiment of a method for call deflection. The system (500) may include a user (501), an IVR system (502), an RMS rule engine (503), and a messaging system (504). The IVR system (502) may correspond to the IVR system (301) of FIG. 3. Additionally or alternatively, the RMS rule engine (503) may correspond to the RMS rule engine (306) of FIG. 3.

[0082] The IVR system (502) may be an application running on a server such as the server (303). The IVR system (502) may be configured to interact with a customer, such as a user (501), through the user's voice and DTMF tone input, for example, through a keypad of a mobile device. Thus, the IVR system (502) may enable customers to interact with one or more systems within the system (100) of FIG. 1a through a keypad of a mobile device or voice recognition. The IVR system (502) may include one or more processors capable of storing responses that are pre-recorded in a database or dynamically generated.

[0083] The RMS rule engine (503) may be an application running on a server, such as the server (303). The RMS rule engine (503) may be configured, for example, to generate and store predetermined return rules to facilitate returns or exchanges for users. Additionally or alternatively, the predetermined return criteria may be stored in a database. Additionally or alternatively, the RMS rule engine (503) may be pre-configured with predetermined return criteria. In some embodiments, the RMS rule engine (503) may be configured to generate a unique hyperlink that enables the user (501) to select one or more products for returns or exchanges. The unique hyperlink may be transmitted to the user (501) via a messaging system, such as the messaging system (504).

[0084] The messaging system (504) may be an application running on a server such as the server (303). The messaging system (504) may be configured to send a unique hyperlink generated by, for example, the RMS rule engine (503) to the user (501). Thus, the messaging system (504) may send a message to the user's (501) mobile device via a short message service (SMS) or application push notification having the unique hyperlink. The user (501) may click the unique hyperlink to access a list of orders and / or products that the user may select to facilitate returns or exchanges.

[0085] In some embodiments, a user (501), an IVR system (502), an RMS rule engine (503), and a messaging system (504) may cooperate to fulfill a request for a product return and exchange. For example, in step 505, the user (501) may call customer service to request a product return or exchange using a mobile device associated with the user's account. When the user (501) calls customer service in step 505, the user (501) may access the IVR system (502). One or more processors of the IVR system (502) may guide the user (501) through various menu options, and the user (501) may select a menu corresponding to a product return or exchange. The user (501) may select a menu corresponding to a product return or exchange by inputting a selection using a keypad on the user's mobile device, for example, or by uttering a selection. The IVR system (502) may be configured to receive and process the user's selection through voice recognition.

[0086] After receiving a request for a return or exchange of a product in step 505, the IVR system (502) may check to the RMS rule engine (503) in step 506 to identify at least one order that satisfies predetermined return criteria. For example, one or more processors of the IVR system (502) may look up one or more previous orders associated with the user (501) in a database such as the database (304) and apply the predetermined return criteria generated by the RMS rule engine (503). The predetermined return criteria may establish one or more rules to determine whether one or more previous orders associated with the user (501) are eligible for return or exchange through the IVR system (502). For example, according to predetermined return criteria, at least one product is too expensive, or the user (501) has returned at least one product within a predetermined period, or at least one product is not eligible for return or exchange, or the return or exchange period for at least one product has expired, or at least one product is not eligible for online return, or there is no purchase history associated with the user (501), or the number of products for return or exchange exceeds a predetermined threshold, or the user (501) is associated with a past violation regarding a previous attempt at fraud or policy violation within the database (304), or at least one product is associated with an additional request for return or exchange, then one or more previous orders associated with the user (501) may not be eligible for return or exchange through the IVR system (301).

[0087] After identifying at least one order satisfying predetermined return criteria, in step 507, the RMS rule engine (503) may transmit a confirmation to the IVR system (502) that the user (501) is associated with at least one order satisfying the predetermined return criteria. Thus, the IVR system (502) may allow the user (501) to proceed with a request for product return or exchange. For example, in step 508, the IVR system (502) may ask the user (501) if they intend to proceed to self-service. If the user (501) intends to proceed to self-service to return or exchange a product, in step 509, the user (501) may transmit a confirmation to the IVR system (502). For example, the user (501) may indicate their intention to proceed to self-service by inputting on a mobile device or by verbally confirming. When the user (501) confirms that the user (501) intends to proceed with self-service, the IVR system (502) can transmit the confirmation to the RMS rule engine (503) in step 510.

[0088] In some embodiments, when the RMS rule engine (503) receives confirmation at step 510, the RMS rule engine (503) may generate a unique hyperlink. At step 511, the RMS rule engine (503) may transmit the unique hyperlink to the messaging system (504) so ​​that the messaging system (504) can transmit the unique hyperlink to the user (501)'s mobile device at step 512. For example, the unique hyperlink may be assigned to at least one order that satisfies predetermined return criteria. Thus, when the user (501) activates the unique hyperlink, for example by clicking the hyperlink, the user (501)'s mobile device may be configured to display at least one order (e.g., an order-level display). Additionally or alternatively, when the user (501) activates a unique hyperlink, the user's (501) mobile device may be configured to display all products in all orders associated with the user (501) that satisfy predetermined return criteria (e.g., product-level display). In this way, the mobile device may display all products that the user (501) has previously purchased and that are eligible for return or exchange via the IVR system (502). Thus, the user can conveniently select specific product(s) that the user (501) wishes to request a return or exchange for. Additionally, the user (501) can conveniently select a sub-quantity of specific products that the user (501) wishes to request a return or exchange for. In contrast, conventional systems (e.g., customer service staff) may find it difficult to process returns on a product-by-product basis.

[0089] In step 512, the messaging system (504) may send a message to the user (501)'s mobile device via a short message service (SMS) or application push notification having a unique hyperlink. The user (501) may click the unique hyperlink to access a list of orders and / or products that the user (501) may select to facilitate returns or exchanges. In some embodiments, when the user (501) clicks to activate the unique hyperlink, the mobile device may be configured to open a software application on the mobile device. Thus, the user (501) may be guided to the software application to send a request for a return or exchange. Thus, instead of a customer service employee enabling returns or exchanges of products via telephone communication, the user (501) can have requests for returns or exchanges processed quickly and efficiently through the software application on the user's (501) mobile device. In this way, the user (501) does not have to wait a long time to connect with a customer service employee to complete a request for a return or exchange, and the customer service employee will not be overworked due to a large number of customer calls for product returns or exchanges.

[0090] In some embodiments, one or more processors (305) may send a message to a user's mobile device via an application push notification that does not have a unique hyperlink. For example, when one or more processors (305) are configured to process a return or exchange by sending an application push notification to a user's mobile device, a unique hyperlink may not be required. Instead, one or more processors (305) may send a message to a user's mobile device via an application push notification, and when the user opens the message, one or more processors (305) automatically prompt the user's mobile device to display an application, allowing the user to access a list of orders and / or products that the user can select to facilitate a return or exchange.

[0091] In step 513, if the user (501) has selected a product for return or exchange on the user's (501) mobile device, the RMS rule engine (503) may receive the selection of a product for return or exchange from the user's (501) mobile device in at least one order that satisfies predetermined return criteria. Accordingly, the RMS rule engine (503) may modify a database, such as a database (304), to register the product for return or exchange. Additionally or alternatively, the RMS rule engine (503) may transmit commands to one or more systems within the system (100) of FIG. 1a to fulfill the user's request for product return or exchange. For example, the RMS rule engine (503) may transmit commands to the SCM system (117) of FIG. 1a to pick up or retrieve the product for return or exchange from the user. In another embodiment, one or more processors (305) may transmit commands to a delivery person, such as the delivery person (224A and 224B) of FIG. 2, for example, to pick up a product for return or exchange from a user. In yet another embodiment, one or more processors (305) may transmit commands to a transportation management system, such as the transportation system (107) of FIG. 1a, to dispatch one or more delivery persons, such as the delivery person (224A and 224B) of FIG. 2, and / or one or more vehicles, such as the truck (222) and / or vehicle (226) of FIG. 2, to pick up a product for return or exchange from a user. In some embodiments, after modifying a database, such as the database (304), to register a product for return or exchange, one or more processors (305) may process a refund for the customer when predetermined return criteria are met and the customer chooses to return.

[0092] Although the present disclosure has been illustrated and described with reference to specific embodiments thereof, it will be understood that the present disclosure may be practiced in other environments without modification. The foregoing description is provided for illustrative purposes only. It is not exhaustive of the exact forms or embodiments disclosed and is not limited thereto. Modifications and adjustments will be apparent to those skilled in the art from considering the description and practice of the disclosed embodiments. Additionally, although the forms of the disclosed embodiments have been described as being stored in memory, those skilled in the art will understand that these forms may be stored in other forms of computer-readable media, such as secondary storage devices, for example, hard disks or CD-ROMs, or other forms of RAM or ROM, USB media, DVDs, Blu-rays, or other optical drive media.

[0093] Computer programs based on the description and disclosed methods described above are within the skill of a skilled developer. Various programs or program modules may be created using any technology known to a person skilled in the art, or designed in conjunction with existing software. For example, program sections or program modules may be designed within or by the .NET Framework, .NET Compact Framework (and related languages ​​such as Visual Basic, C, etc.), Java, C++, Objective-C, HTML, HTML / AJAX combinations, XML, or HTML containing Java applets.

[0094] Furthermore, although exemplary embodiments have been described herein, as will be understood by a person skilled in the art based on this disclosure, the scope of some or all embodiments may have equivalent elements, changes, omissions, combinations (e.g., combinations of forms spanning multiple embodiments), adjustments, and / or modifications. Limitations within the claims are intended to be understood broadly based on the language applied within the claims and are not limited to the examples described in this specification or during the practice of application. Such examples are intended to be interpreted non-exclusively. Additionally, steps of the disclosed method may be modified in any other way, or include rearranging steps and / or inserting or deleting steps. Therefore, descriptions and examples are to be considered only as examples, and the true scope and technical concept are intended to be represented by the following claims and their equivalent full scope.

Claims

Claim 1 A computer-implemented method for call deflection comprising: receiving a request for a return or exchange—wherein the request for a return or exchange is transmitted from a user's mobile device via an interactive voice response (IVR) system—; determining whether at least one order satisfies a predetermined return criterion—wherein the predetermined return criterion is applied according to the user's tier, said tier is determined according to the number of prior violations associated with said user—; transmitting a unique hyperlink to the user's mobile device in response to the request for a return or exchange—wherein the unique hyperlink is associated with at least one order from the user's purchase history, or wherein the unique hyperlink is unique for each request for a return or exchange, and when activated by said user, said unique hyperlink causes the mobile device to display said at least one order—; and receiving a selection of products in said at least one order from the user's mobile device. A computer-implemented method for call deflection, comprising the step of modifying a database to register the product for return or exchange, and wherein, when the unique hyperlink is activated by the user, the mobile device is configured to display all products in all orders that satisfy preset return conditions. Claim 2 A computer-implemented method for call deflection according to claim 1, further comprising the step of accessing the user's purchase history by identifying from the database a plurality of orders mapped to a phone number associated with the user's mobile device. Claim 3 A computer-implemented method for call deflection according to claim 1, further comprising the step of transmitting a command to a remote device to retrieve the product for return or exchange from the user. Claim 4 delete Claim 5 A computer-implemented method for call deflection according to claim 1, wherein if each product in the at least one order does not exceed a predetermined cost threshold, the at least one order satisfies the predetermined return criteria. Claim 6 A computer-implemented method for call deflection according to claim 1, wherein if at least one product in at least one order does not exceed a predetermined expiration period for return or exchange, the at least one order satisfies the predetermined return criteria. Claim 7 A computer-implemented method for call deflection according to claim 1, wherein each product in the at least one order is available for online return or exchange, and the at least one order satisfies the predetermined return criteria. Claim 8 A computer-implemented method for call deflection according to claim 1, wherein if the user associated with the at least one order is not associated with a prior violation, the at least one order satisfies the predetermined return criteria. Claim 9 A computer-implemented method for call deflection according to claim 1, wherein if at least one order is not associated with an additional request for return or exchange, the at least one order satisfies the predetermined return criteria. Claim 10 A computer implementation system for call deflection, comprising: a memory for storing instructions; and at least one processor configured to execute the instructions to perform the method described in any one of claims 1 to 3 and claims 5 to 9.

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