Co-browsing Preview for Queued Customer Contacts
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Customer Relationship Management (CRM) systems face challenges in providing adequate information to agents about queued customer contacts, leading to suboptimal routing and decreased customer satisfaction due to the lack of insight into the customer's situation before initiating interactions.
Innovation Solution
Implementing a co-browsing preview system that allows agents to view a live, real-time interface of queued customers before connecting, enabling informed decision-making on interaction methods such as chat, transfer, VoIP, or PSTN calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If agents are provided with basic queue information (name, phone number, customer ID), then agents can identify waiting contacts, but agents lack sufficient information about customer context and reason for contact
Solution Approach 1:
The system performs preliminary actions by capturing and analyzing customer interaction data ( browsing history, device information, location) before the agent needs to handle the contact. This advance preparation ensures that comprehensive customer context is already available in the queue interface, eliminating the information gap without requiring complex real-time analysis during agent-customer interaction.
Solution Approach 2:
The patent introduces an intermediary component (the co-browsing preview system and data collection module) that sits between the customer and agent. This intermediary automatically gathers, processes, and presents relevant customer information to the agent through the queue interface, serving as a mediator that translates raw customer data into actionable intelligence without requiring direct complex interactions.
2Loss of information
If agents initiate sessions to collect customer information, then agents can understand the reason for contact, but customer experience suffers due to additional waiting time and interaction steps
Solution Approach 1:
The system performs the information collection action preliminarily, gathering customer context data during the customer's wait in the queue rather than requiring a separate information-gathering interaction. The co-browsing preview and data collection occur in the background before the agent-customer session begins, so customers experience no additional wait time while agents receive comprehensive context information.
Solution Approach 2:
The system enables self-service by automatically collecting and organizing customer information without requiring the customer to actively participate or provide additional input during the wait period. The data is gathered passively through the co-browsing preview and system tracking, allowing customers to remain in their current state while the system prepares their profile for the agent.
3Adaptability or versatility
If agents transfer customers to different channels or agents, then optimal routing can be achieved, but customer satisfaction decreases due to transfer disruptions
Solution Approach 1:
The system implements feedback by continuously monitoring customer context through co-browsing preview and providing real-time information to agents about the customer's current state, device, and needs. This feedback loop enables agents to make informed routing decisions that match customer preferences and technical capabilities, reducing the need for disruptive transfers while maintaining routing flexibility. The feedback ensures that when transfers are necessary, they are optimized based on actual customer context.
Data Source
AI summary
Embodiments of the invention provide systems and methods for providing a co-browsing preview of a queued contact. According to one embodiment, providing a co-browsing preview of a queued contact can comprise receiving a contact from a customer, selecting an agent from a plurality of agents based at least in part on the contact and a defined set of skills for each of the agents, and assigning the contact to the selected agent. Assigning the contact to the selected agent can comprise placing the contact into a queue for the selected agent. A live, real-time co-browsing preview of a current user interface of the customer can be provided to the selected agent while the contact is assigned to the selected agent's queue and before the customer is connected to the selected agent.