Dynamic Visualization Medium Selection for Call Center Visual Engagement
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Solution Overview
Problem
Current WebRTC-based visual engagement solutions for customer support in call centers require significant infrastructure modifications, are costly, and face challenges with compatibility and scalability, particularly in handling multiple peer-to-peer connections and traversing firewalls.
Innovation Solution
A method and apparatus for visual engagement using automatically dynamically selected visualization mediums, allowing visual engagement sessions between customers and agents without modifying call routing, by employing a visualization system that selects appropriate technologies based on the customer's application client, utilizing PSTN or VoIP for calls, and combining screen sharing, co-browsing, and video technologies to provide secure and efficient visual access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If WebRTC-based visual engagement solutions are implemented, then visual access between customers and agents is enabled, but infrastructure modifications and costs increase significantly
Solution Approach 1:
The patent introduces a session manager as an intermediary component that coordinates between multiple visualization mediums (screen sharing, co-browsing, video) and peer-to-peer connections. This mediator handles the complexity of managing multiple WebRTC connections, ice servers, and firewall traversal, thereby enabling visual engagement capability while containing infrastructure complexity in a centralized management layer rather than requiring widespread infrastructure modifications across the entire system
Solution Approach 2:
The system implements multiple visualization mediums (screen sharing, co-browsing, video conferencing) that can function across different application types (web, mobile, desktop). This multi-functional approach allows a single infrastructure to support various visual engagement scenarios without requiring separate specialized systems for each application type, thereby reducing overall infrastructure complexity while maintaining versatile visual access capability
2Adaptability or versatility
If multiple peer-to-peer connections are established for visual engagement, then visual access is achieved, but compatibility and scalability challenges arise
Solution Approach 1:
The system dynamically selects and manages different visualization mediums based on the application type and session requirements. The session manager can adaptively establish appropriate peer-to-peer connections, switch between different visualization technologies (screen sharing for desktop apps, co-browsing for web applications), and adjust connection strategies based on network conditions and firewall configurations, thereby improving reliability across diverse compatibility scenarios while maintaining visual access
Solution Approach 2:
The patent changes key parameters of the visual engagement system by implementing different visualization mediums tailored to specific application types. Instead of using a single fixed approach, the system modifies parameters such as connection type (WebRTC vs. other protocols), visualization method (screen sharing vs. co-browsing), and intermediary components (ice servers, STUN/TURN servers) based on the specific session requirements, thereby achieving reliable visual access across varying compatibility and scalability conditions
Data Source
AI summary
A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.