Dynamic Visual Background for Call Center Video Calls
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Solution Overview
Problem
In video calls, the caller often sees the agent's real surroundings, which can be distracting and mismatched with their expectations, as they expect to see a specific environment related to the service being provided.
Innovation Solution
A system that superimposes a carefully controlled visual background behind the agent during a video call, based on factors like the dialed number, calling number, local time, and database records of the caller, to create a composite image aligning with the caller's expectations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the agent's real surroundings are shown during video call, then the authenticity of the agent's presence is improved, but the caller's expectation alignment deteriorates
Solution Approach 1:
A background selection system acts as an intermediary between the agent's real environment and the caller's view. The system receives caller information (calling number, dialed number, location data), selects appropriate background images from a database that match the service context, and superimposes these backgrounds behind the agent's video feed, thereby mediating between authenticity and expectation alignment
Solution Approach 2:
Different background environments are assigned to different service contexts and caller types. The system dynamically adjusts the background quality and type based on local conditions such as the specific service being provided, the caller's location, and the time of call, ensuring each caller receives a context-appropriate background rather than a uniform solution
2Device complexity
If a static background is used behind the agent, then the implementation complexity is reduced, but the caller experience adaptability deteriorates
Solution Approach 1:
The background system transitions from static to dynamic by automatically changing backgrounds based on real-time parameters. The system monitors caller information, call timing, and service context to dynamically select and switch between different background images, enabling adaptability without requiring complex manual intervention
Solution Approach 2:
Background images are pre-categorized and stored in a database according to service types, time periods, and caller characteristics before calls occur. This preliminary organization allows the system to quickly retrieve and apply appropriate backgrounds during calls without complex real-time processing, reducing operational complexity while maintaining adaptability
3Device complexity
If the agent's real environment is shown, then the simplicity of the video call system is maintained, but the visual distraction to the caller increases
Solution Approach 1:
The problematic element (agent's real surrounding background) is extracted and separated from the agent's video feed. The system removes the original background and replaces it with a selected background from the database, thereby eliminating the visual distraction while preserving the agent's presence and video call functionality
Data Source
AI summary
A system is disclosed that enables a first call participant, such as an agent at a call center, to project a carefully-controlled appearance towards a second call participant, such as a customer calling for technical support, while on a video call. Using the real-time image of the first call participant while on a video call, as well as additional information, the system of the illustrative embodiment selects and superimposes a visual background that appears to the caller as being behind the agent. The visual background can be selected to cater towards what the caller expects or wants to see, or what the message is that the agent-represented business wants to convey. The system of the illustrative embodiment can dynamically change the visual background during a call or from one call to another, depending on factors related to the calling party, factors related to the called party, and so forth.