Co-browsing View Synchronization for Agent-Customer Interface Matching
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Solution Overview
Problem
In customer service co-browsing sessions, the difference in screen resolutions between customer devices and agent interfaces can lead to confusion, as the agent may navigate the customer to content not visible on their screen, necessitating improved methods for automatic or adaptive sizing of the co-browsing view.
Innovation Solution
A client-side co-browsing application is installed on the client device, which collects size information about the browser window and updates the CRM system, allowing the agent's interface to match or toggle the sizing based on this information, ensuring the agent sees the same view as the customer, even if the screen size changes during the session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the agent uses a desktop PC with high screen resolution to view the entire page, then the agent can see all content, but the customer on mobile device with low screen resolution cannot see the same content
Solution Approach 1:
The system dynamically adjusts the co-browsing view size based on the customer's device screen dimensions. The agent interface automatically resizes the displayed customer screen view to match the customer's actual screen resolution, transforming a static viewing problem into a dynamic adaptation solution that maintains view accuracy across different devices
Solution Approach 2:
The system changes the display parameter (view size) of the agent interface based on the customer's device characteristics. By detecting the customer's screen resolution and adjusting the co-browsing view accordingly, the system resolves the contradiction between viewing completeness and device compatibility
2Loss of information
If the agent sees the entire page on a high-resolution screen, then the agent has complete information, but the customer cannot see content that is not visible on their smaller screen
Solution Approach 1:
The system makes the agent interface dynamic by continuously monitoring the customer's screen size and adjusting the co-browsing view accordingly. This ensures the agent always sees what the customer sees, eliminating information loss while maintaining ease of navigation on any device
Solution Approach 2:
The system implements feedback by having the customer's device characteristics (screen size, resolution) continuously inform the agent interface configuration. This feedback loop ensures the agent's view always matches the customer's visible area, preventing navigation confusion
3Device complexity
If the co-browsing view size is fixed, then the system is simple to implement, but it causes confusion when screen sizes differ between customer and agent
Solution Approach 1:
The system performs self-service by automatically detecting the customer's screen dimensions and configuring the agent interface accordingly without requiring manual intervention. This automated adaptation maintains communication reliability while keeping the system relatively simple to implement
Solution Approach 2:
The system takes preliminary action by pre-configuring the co-browsing view size before the agent begins working with the customer. By establishing the correct view size in advance based on device detection, the system ensures communication reliability from the start without adding significant complexity
4Productivity
If the agent navigates to content not visible on the customer's screen, then the agent can provide comprehensive guidance, but it creates confusion between what the customer sees and what the agent points to
Solution Approach 1:
The system makes the co-browsing view dynamic and synchronized with the customer's actual screen display. By continuously adapting the agent's view to match the customer's screen size and visible content, the system maintains perfect view synchronization while still enabling efficient problem resolution
Solution Approach 2:
The system creates equipotentiality by ensuring both the agent and customer are viewing the same content area at the same time. By equalizing the visible content scope between both parties through dynamic size adjustment, the system eliminates confusion while maintaining productive communication
Data Source
AI summary
Embodiments of the invention provide systems and methods for automatic or adaptive sizing of a customer service agent's co-browsing view of a contact's user interface. According to one embodiment, at least a portion of the agent's interface in which the customers interface is presented can be resized so that the agent's view matches the customer's view, e.g., one-to-one. This sizing of the agent's view may be performed automatically, when the co-browsing view of the customer's interface is first presented to the agent or, according to one embodiment, may be toggled on and off by the agent, e.g., by the agent selecting a button or other control presented in the agent's interface. In this way, embodiments allow the agent to see exactly the same view of the web site as the customer sees in the customer's interface regardless of the device or screen size used by the customer.