Agent interaction during operation of an unmanned delivery service

Abstract

Embodiments disclosed herein provide systems, methods, and computer readable media for providing agent interaction during item delivery in an unmanned delivery service. In a particular embodiment, a method provides determining that a first agent of a contact center should communicate through an unmanned delivery device at a first delivery location, wherein the unmanned delivery device transports a first item for delivery to the first delivery location. The method further provides connecting a first client system operated by the first agent to the unmanned delivery device when the unmanned delivery device is at the first delivery location and exchanging communications for the agent between the first client system and the unmanned delivery device.

What is claimed is: 
     
         1 . A method of facilitating an unmanned delivery service, the method comprising:
 in an unmanned delivery device:
 transporting a first item for delivery to a first delivery location; 
 in response to arriving at the first delivery location, transferring an indication to the delivery management system that the unmanned delivery device is at the first delivery location, wherein the delivery management system is remote to the first delivery location; 
 after transferring the indication, receiving a connection to a first client system operated by a first agent of a contact center; and 
 exchanging communications for the first agent with the first client system. 
   
     
     
         2 . The method of  claim 1 , wherein exchanging the communications comprises:
 capturing video of the first delivery location; and   transferring the video to the first client system, wherein the first client system displays the video to the first agent.   
     
     
         3 . The method of  claim 1 , wherein exchanging the communications comprises:
 receiving, from the first client system, audio captured of the first agent; and   presenting the audio at the first delivery location.   
     
     
         4 . The method of  claim 3 , wherein exchanging the communications further comprises:
 receiving video, captured of the first agent in conjunction with the audio, from the first client system; and   displaying the video at the first delivery location.   
     
     
         5 . The method of  claim 1 , wherein exchanging the communications comprises:
 transferring information to the first client system, wherein the first client system uses the information to validate that a person at the first delivery location is authorized to receive the first item; and   receiving a signal, from the first client system upon the first client system validating the person, instructing the unmanned delivery device to release the first item to the person.   
     
     
         6 . The method of  claim 1 , further comprising:
 exchanging communications for a second agent with a second client system, wherein the first client system receives input from the first agent instructing that communications be exchanged between the unmanned delivery device and the second client system operated by the second agent.   
     
     
         7 . The method of  claim 1 , wherein transporting the first item to the first delivery location comprises:
 moving the unmanned delivery device to the first delivery location in accordance with a schedule indicating that the first agent should communicate via the unmanned delivery device at the first delivery location.   
     
     
         8 . The method of  claim 7 , wherein the first item is one of a plurality of items for delivery via a plurality of unmanned delivery devices, including the first unmanned delivery device, to a plurality of delivery locations, including the first delivery location and wherein the schedule coordinates a plurality of agents, including the first agent, such that an agent of the plurality of agents is able to communicate at each of the plurality of delivery locations. 
     
     
         9 . The method of  claim 1 , wherein the first agent is selected from one or more agents in a pool of agents that have skill sets corresponding to the first item. 
     
     
         10 . The method of  claim 1 , further comprising:
 when the first agent determines that no person is at the first delivery location, moving on from the first location.   
     
     
         11 . An unmanned delivery device comprising:
 a computer processor system configured to direct the unmanned delivery device to a first delivery location, wherein the unmanned delivery device transports a first item for delivery to the first delivery location;   a communication interface configured to:
 transfer an indication to the delivery management system that the unmanned delivery device is at the first delivery location, wherein the delivery management system is remote to the first delivery location; 
 after transferring the indication, receive a connection to a first client system operated by a first agent of a contact center; and 
 exchange communications for the first agent with the first client system. 
   
     
     
         12 . The unmanned delivery device of  claim 11 , comprising:
 a camera configured to capture video of the first delivery location;   wherein the communication interface configured to exchange the communications comprises the communication interface configured to transfer the video to the first client system, wherein the first client system displays the video to the first agent.   
     
     
         13 . The unmanned delivery device of  claim 11 , comprising:
 a speaker configured to present audio captured of the first agent;   wherein the communication interface configured to exchange the communications comprises the communication interface configured to receive the audio from the first client system.   
     
     
         14 . The unmanned delivery device of  claim 13 , comprising:
 a display configured to display video, captured of the first agent in conjunction with the audio, at the first delivery location;   wherein the communication interface configured to exchange the communications further comprises the communication interface configured to receive the video from the first client system.   
     
     
         15 . The unmanned delivery device of  claim 11 , wherein exchanging the communications comprises:
 transferring information to the first client system, wherein the first client system uses the information to validate that a person at the first delivery location is authorized to receive the first item; and   receiving a signal, from the first client system upon the first client system validating the person, instructing the unmanned delivery device to release the first item to the person.   
     
     
         16 . The unmanned delivery device of  claim 11 , further comprising:
 exchanging communications for a second agent with a second client system, wherein the first client system receives input from the first agent instructing that communications be exchanged between the unmanned delivery device and the second client system operated by the second agent.   
     
     
         17 . The unmanned delivery device of  claim 11 , wherein the computer processor system configured to direct the unmanned delivery device to a first delivery location comprises:
 the computer processor system directing the unmanned delivery device to move to the first delivery location in accordance with a schedule indicating that the first agent should communicate via the unmanned delivery device at the first delivery location.   
     
     
         18 . The unmanned delivery device of  claim 17 , wherein the first item is one of a plurality of items for delivery via a plurality of unmanned delivery devices, including the first unmanned delivery device, to a plurality of delivery locations, including the first delivery location and wherein the schedule coordinates a plurality of agents, including the first agent, such that an agent of the plurality of agents is able to communicate at each of the plurality of delivery locations. 
     
     
         19 . The unmanned delivery device of  claim 11 , wherein the first agent is selected from one or more agents in a pool of agents that have skill sets corresponding to the first item. 
     
     
         20 . The unmanned delivery device of  claim 11 , further comprising:
 when the first agent determines that no person is at the first delivery location, moving on from the first location.