Multimodal Agent Interface for Simultaneous Messaging and Web Sessions
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Solution Overview
Problem
Current agent-assisted communication systems often fail to provide adequate support as agents can only utilize a single channel of communication, limiting the ability to effectively assist customers through multiple channels simultaneously.
Innovation Solution
A multimodal application that allows agents to maintain simultaneous communications via both inbound messaging channels and web sessions, enabling the delivery of multimedia content and real-time information to customers through various channels like voice, chat, SMS, email, and social media, using a dynamic session-identification and URL schema.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If an agent utilizes a single channel of communication to assist a customer, then the communication system remains simple and manageable, but the customer does not receive adequate support because the agent cannot effectively assist through multiple channels simultaneously
Solution Approach 1:
The patent merges multiple communication channels (inbound messaging channel and web session channel) into a unified communication system. The agent device simultaneously maintains communications on both channels, allowing the agent to receive inbound messages while also accessing the web session to view customer data and share screens, thereby providing comprehensive multi-channel support without requiring separate systems for each channel
Solution Approach 2:
The agent device is designed with multi-functionality to handle diverse communication tasks across different channels. The device can simultaneously perform inbound messaging, web session management, customer data access, and screen sharing operations, making it a universal platform that adapts to various communication needs without requiring channel-specific devices
2Productivity
If an agent maintains simultaneous communications via multiple channels, then comprehensive customer support is provided, but the system complexity increases
Solution Approach 1:
The communication system is segmented into distinct functional modules: an inbound messaging channel for receiving customer messages, a web session channel for delivering multimedia content and customer data, and an agent device that coordinates between them. This segmentation allows each module to operate independently while maintaining simultaneous communications, improving productivity without creating unmanageable system complexity
Solution Approach 2:
The agent device acts as an intermediary between the inbound messaging channel and the web session channel. It receives inbound messages, retrieves relevant customer data from the web session, and presents integrated information to the agent. This intermediary function coordinates multiple channels seamlessly, enabling efficient multi-channel support while managing system complexity through centralized control
Data Source
AI summary
An agent-assisted and directed web-channel customer care apparatus, method, and computer program is provided to receive, from a first device, an inbound message via an inbound messaging channel and create a web session utilizing a web session server. Session identification is received from the web session server and a unique identifier is transmitted to the first device in order for a second device to connect to an agent device via a web session. Communications is simultaneously maintained with the first and second device via the inbound messaging channel and the web session.