Enhanced communication with an application service provider based on medical telemetry collected by a user device

Abstract

Embodiments disclosed herein enable enhanced communication with an application service provider. In a particular embodiment, a method provides, in a user communication device, collecting medical telemetry of a user of the user communication device. Upon identifying at least one abnormality in the medical telemetry, the method provides determining that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality. In response to determining that the at least one abnormality indicates that the user is experiencing the health issue, the method provides initiating a real-time user communication from the user communication device to a contact center.

What is claimed is: 
     
         1 . A non-transitory computer readable storage medium having instructions stored thereon that, when executed by a user communication device, direct the user communication device to:
 collect medical telemetry of a user of the user communication device;   upon identifying at least one abnormality in the medical telemetry, determine that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality, wherein the health issue is one of a plurality of health issues that could be indicated by abnormalities in the medical telemetry; and   in response to determining that the at least one abnormality indicates that the user is experiencing the health issue, initiate a real-time user communication to a contact center, wherein the real-time user communication comprises a voice call, a video call, or a text chat over which the user and an agent of the contact center can communicate in real time.   
     
     
         2 . The non-transitory computer readable storage medium of  claim 1 , wherein the instructions direct the user communication device to:
 exchange communications between the user and the agent over the real-time user communication.   
     
     
         3 . The non-transitory computer readable storage medium of  claim 1 , wherein the contact center selects the agent from a plurality of agents based on the health issue. 
     
     
         4 . The non-transitory computer readable storage medium of  claim 1 , wherein to collect the medical telemetry, the instructions direct the user communication device to:
 receive the medical telemetry captured by a plurality of monitor devices external to the user communication device.   
     
     
         5 . The non-transitory computer readable storage medium of  claim 1 , wherein the instructions direct the user communication device to:
 compare the medical telemetry to a profile for the user that indicates normal values for the medical telemetry; and   identify the at least one abnormality when a value in the medical telemetry falls outside a corresponding value of the normal values for the medical telemetry.   
     
     
         6 . The non-transitory computer readable storage medium of  claim 1 , wherein the instructions direct the user communication device to:
 compare the medical telemetry to medical telemetry patterns that correspond to the abnormalities; and   identify the at least one abnormality when a pattern in the medical telemetry substantially matches one of the medical telemetry patterns.   
     
     
         7 . The non-transitory computer readable storage medium of  claim 1 , wherein the instructions direct the user communication device to:
 collect the non-medical telemetry.   
     
     
         8 . The non-transitory computer readable storage medium of  claim 1 , wherein the instructions direct the user communication device to:
 before initiating the real-time user communication, provide the user with an option to override the determination that the at least one abnormality indicates that the user is experiencing the health issue.   
     
     
         9 . The non-transitory computer readable storage medium of  claim 1 , wherein the instructions direct the user communication device to:
 transferring a health notification indicating the health issue to the contact center.   
     
     
         10 . The non-transitory computer readable storage medium of  claim 9 , wherein the instructions direct the user communication device to:
 receive information from the contact center based on the health notification; and   present the information to the user.   
     
     
         11 . A method comprising:
 in a user communication device, collecting medical telemetry of a user of the user communication device;   upon identifying at least one abnormality in the medical telemetry, determining that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality, wherein the health issue is one of a plurality of health issues that could be indicated by abnormalities in the medical telemetry; and   in response to determining that the at least one abnormality indicates that the user is experiencing the health issue, initiating a real-time user communication from the user communication device to a contact center, wherein the real-time user communication comprises a voice call, a video call, or a text chat over which the user and an agent of the contact center can communicate in real time.   
     
     
         12 . The method of  claim 11 , comprising:
 exchanging communications between the user and the agent over the real-time user communication.   
     
     
         13 . The method of  claim 11 , wherein the contact center selects the agent from a plurality of agents based on the health issue. 
     
     
         14 . The method of  claim 11 , wherein collecting the medical telemetry comprises:
 receiving the medical telemetry captured by a plurality of monitor devices external to the user communication device.   
     
     
         15 . The method of  claim 11 , comprising:
 comparing the medical telemetry to a profile for the user that indicates normal values for the medical telemetry; and   identifying the at least one abnormality when a value in the medical telemetry falls outside a corresponding value of the normal values for the medical telemetry.   
     
     
         16 . The method of  claim 11 , comprising:
 comparing the medical telemetry to medical telemetry patterns that correspond to the abnormalities; and   identifying the at least one abnormality when a pattern in the medical telemetry substantially matches one of the medical telemetry patterns.   
     
     
         17 . The method of  claim 11 , comprising:
 collecting the non-medical telemetry.   
     
     
         18 . The method of  claim 11 , comprising:
 before initiating the real-time user communication, providing the user with an option to override the determination that the at least one abnormality indicates that the user is experiencing the health issue.   
     
     
         19 . The method of  claim 11 , comprising:
 transferring a health notification indicating the health issue to the contact center;   receiving information from the contact center based on the health notification; and   presenting the information to the user.   
     
     
         20 . An apparatus for a user communication device comprising:
 one or more computer readable storage media;   a processing system operatively coupled with the one or more computer readable storage media; and   instructions stored on the one or more computer readable storage media that, when read and executed by the processing system, direct the processing system to:
 collect medical telemetry of a user of the user communication device; 
 upon identifying at least one abnormality in the medical telemetry, determine that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality, wherein the health issue is one of a plurality of health issues that could be indicated by abnormalities in the medical telemetry; and 
 in response to determining that the at least one abnormality indicates that the user is experiencing the health issue, initiate a real-time user communication to a contact center, wherein the real-time user communication comprises a voice call, a video call, or a text chat over which the user and an agent of the contact center can communicate in real time.