This disclosure lies in the field of a computer implemented method of routing a video call from a call center computer system comprising a controller, a transceiver, and a machine learning system, to a product service agent computer system assigned to a certain medical device product type and associated services. This disclosure involves using artificial intelligence in order to identify a medical device product based on recorded product image data. Further aspects of this disclosure provide a corresponding call center computer system for routing a video call initiated by a mobile device from the call center computer system to a medical device product service agent computer system as well as a computer-implemented method for generating a model of a medical device product type.