Communications Agent for Non-Invasive Ecommerce Video Browsing
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Solution Overview
Problem
Ecommerce transactions often lack personal interaction, leading to decreased sales and customer engagement, as customers prefer to interact with sales representatives during the purchasing process.
Innovation Solution
A computer-implemented method for video sharing that allows users to interact with sales associates through an overlay on an ecommerce website, using a communications agent that matches users with suitable sales associates based on purchasing intentions, and directs the user's browser to relevant product information without taking control of the device.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If ecommerce transactions are conducted without personal interaction, then convenience and cost efficiency are improved, but customer engagement and sales decrease
Solution Approach 1:
The patent introduces a communications agent as an intermediary that connects customers with sales representatives during the ecommerce browsing process. This agent enables real-time interaction through chat, video, or audio channels while customers continue to browse independently, thus maintaining convenience while adding personal interaction to boost sales.
Solution Approach 2:
The system segments the ecommerce interaction into independent components: customers can browse products autonomously while simultaneously engaging with sales representatives when needed. The communications agent manages these separate interaction streams, allowing customers to switch between independent browsing and personalized assistance without disruption.
2Adaptability or versatility
If sales representatives directly control customer devices to provide product information, then personalized interaction is improved, but user control and device security are reduced
Solution Approach 1:
The communications agent serves as a mediator that facilitates interaction between sales representatives and customers without requiring direct device control. The agent transmits information and coordinates communication while the customer maintains full control of their device and browsing experience.
Solution Approach 2:
The system enables customers to self-manage their interaction experience by choosing when to engage with sales representatives and how to receive information. The communications agent provides tools for customers to control the interaction modality and timing, maintaining user autonomy while enabling personalized service.
Data Source
AI summary
A computer-implemented method for video sharing is disclosed. A website which hosts multiple users and includes numerous products for sale is accessed. User information is collected and used to match a user with a sales associate. A communications agent is installed on the website which enables an interaction between a website user and a sales associate. The sales associate can be a human or an artificial intelligence agent. The user information is used to predict purchasing intentions of the user. The sales associate can obtain a uniform resource locator (URL) within the website domain based on the purchasing intentions of the user and can direct the user's web browser to the URL, with the user's approval. The directing to the URL is accomplished without taking control of the user's device. The directing is based on the communications agent installed on the website.