Co-browsing System for Reducing Hold Time and Data Collection Steps
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Solution Overview
Problem
Current communications systems often leave users unengaged during hold times, leading to inefficiencies and the need for redundant data collection and communication steps.
Innovation Solution
Implementing a co-browsing system that allows users and agents to share a browsing experience, enabling data collection during hold times and synchronizing interactions to streamline communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users wait on hold during communication, then agents can prepare for the call, but users become unengaged and communication efficiency decreases
Solution Approach 1:
The system enables users to perform preliminary actions during hold time by accessing a co-browsing interface on their mobile device. Users can view information, fill out forms, and interact with content before the agent arrives, so that when the call connects, the work is already completed or progress is documented, eliminating idle wait time and improving overall communication efficiency.
2Loss of information
If data collection is done manually during communication, then complete information is gathered, but additional communication steps are required
Solution Approach 1:
The co-browsing interface enables users to self-serve by independently completing data collection tasks, filling out forms, and accessing information directly on their mobile devices during hold time. This eliminates the need for agents to manually collect data during the call, as users have already provided the necessary information through the interface, thereby reducing communication time while maintaining data completeness.
3Loss of information
If agents manually collect information during calls, then detailed data is obtained, but agent productivity decreases
Solution Approach 1:
The co-browsing interface acts as an intermediary between the user and the agent. It provides a structured platform where users can input data, view information, and complete tasks independently. The interface captures and transmits this data to the agent's system, ensuring accurate information collection without requiring agents to manually gather each detail, thereby maintaining data accuracy while significantly improving agent productivity and throughput.
Data Source
AI summary
In some aspects, the techniques described herein relate to a method including: initiating a communication session between a user and an agent; generating an application link for the communication session, the application link associated with a co-browsing application; transmitting the application link to a client device associated with the user; receiving data from the client device via the co-browsing application executed in response to the application link and associating the data with the communication session; pre-populating a co-browsing session using the data; and synchronizing a display of pages between an agent emulator and the co-browsing application, wherein synchronizing includes rendering a given page on both the agent emulator and the co-browsing application and displaying an input received via the co-browsing application in the agent emulator.