Co-browsing System for Unified Customer-Agent Interaction
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Solution Overview
Problem
Existing interactions between enterprises and customers often occur in a disjointed manner across multiple channels, leading to a poor customer experience and potential loss of revenue for the enterprise, as customers may need to switch between different interaction channels to complete tasks, such as seeking information or making purchases.
Innovation Solution
A computer-implemented method and apparatus that detects a customer's presence on an enterprise website during an interaction and offers co-browsing capabilities, allowing the customer and agent to navigate the website together, while generating and displaying personalized digital content to assist the customer, thereby streamlining interactions and improving the customer experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customers interact with agents across multiple interaction channels (voice, chat, web), then the enterprise can provide diverse communication options, but the communication becomes disjointed and requires multiple to-and-fro interactions
Solution Approach 1:
The patent merges multiple interaction channels (voice, chat, web) into a unified interaction framework. The co-browsing feature combines voice interaction with web browsing, allowing agents and customers to navigate the website simultaneously while communicating via voice or chat. This integration eliminates the need for customers to switch between separate channels and maintains continuous interaction context across all channels.
Solution Approach 2:
The interaction platform is designed with multi-functionality to handle various customer needs through a single unified system. The platform can simultaneously support voice calls, chat messages, and web co-browsing within the same interaction session, making the system universal rather than requiring separate specialized channels for different interaction types.
2Ease of operation
If customers need to return to the website to complete purchases after voice interaction, then the agent can provide comprehensive assistance, but the customer may abandon the purchase due to disjointed experience
Solution Approach 1:
The patent merges the agent assistance function with the web browsing function through co-browsing. During the voice interaction, the agent can initiate co-browsing to open the website in the customer's browser, allowing the agent to guide the customer through the purchase process directly on the website without requiring the customer to navigate back separately. This combination ensures continuous assistance and maintains purchase intent.
Solution Approach 2:
The co-browsing feature acts as an intermediary between the agent and the website. It enables the agent to interact with the customer on the website without requiring the customer to leave the current browsing context. The intermediary maintains the connection between the voice interaction channel and the web channel, ensuring seamless transition and preventing abandonment.
3Adaptability or versatility
If the system tracks customer presence on the website during interactions, then personalized content can be generated, but additional detection and processing complexity is introduced
Solution Approach 1:
The system leverages the customer's existing web browser activity and interaction history to automatically generate personalized content. Rather than requiring complex active tracking mechanisms, the system uses the customer's own browsing behavior, previous interactions, and profile data that already exist in the browser or on the server to dynamically generate relevant content during the interaction.
Solution Approach 2:
The system performs preliminary analysis of customer data, browsing history, and interaction patterns before the actual interaction occurs. This pre-processing of information allows the system to prepare personalized content recommendations in advance, reducing the processing complexity during the live interaction while maintaining high adaptability and personalization.
Data Source
AI summary
A method and apparatus for facilitating interactions between customers and agents are disclosed that include detecting whether a customer is present on a website related to an enterprise. The detection is performed subsequent to an initiation of an interaction with an agent by the customer. When the customer is detected to be present, an option is provided to the agent to offer co-browsing of the web site to the customer. In response to an acceptance of the offer by the customer, a co-browsing session is initiated for facilitating the co-browsing of the website. Digital content is generated based on at least one of the ongoing co-browsing session and the interaction between the customer and the agent and display of the digital content by the agent to the customer is caused. The digital content is displayed during the ongoing co-browsing session to provide assistance to the customer.