Remote Control Session Transfer for Customer Service
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Solution Overview
Problem
Current remote session management systems for mobile devices do not allow seamless sharing, transfer, or monitoring of remote control sessions between Customer Service Representatives (CSRs) or supervisors, leading to inefficiencies and increased Average Holding Time for customers.
Innovation Solution
The Virtual Mobile Management (VMM) system enables CSRs to share, transfer, or monitor remote control sessions with other CSRs or supervisors without disconnecting, using a framework that includes a Communication Endpoint Gateway, Admin and Control Function, Registration and Authentication Function, and Data Repository to facilitate collaboration and load balancing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a CSR ends and reconnects to a remote control session to transfer to another expert, then the session can be transferred to a different CSR, but the customer loses valuable time and the Average Holding Time increases
Solution Approach 1:
The patent implements seamless session transfer that maintains continuous remote control connection between the customer device and the support system. When transferring between CSRs, the session state, device context, and connection remain uninterrupted, eliminating the need for customers to reconnect or repeat troubleshooting steps.
Solution Approach 2:
The system introduces a session management intermediary layer that handles the transfer between CSRs without involving the customer device. The intermediary maintains the session state and coordinates the handoff, allowing CSRs to transfer sessions while the customer remains connected to the same active session throughout the transition.
2Productivity
If a CSR shares a remote control session with multiple CSRs, then collaboration improves, but the system complexity increases
Solution Approach 1:
The patent segments the session management functionality into distinct roles: session owner (controls the session), observers (view only), and collaborators (can take control). This segmentation allows multiple CSRs to interact with the same session simultaneously with clearly defined permissions, enabling collaboration without requiring complex peer-to-peer coordination between all participants.
Solution Approach 2:
The session object is designed as a universal container that can simultaneously support multiple CSRs with different permission levels. The same session infrastructure handles both individual control and multi-user collaboration scenarios, providing a unified mechanism that adapts to different collaboration needs without requiring separate systems.
3Reliability
If supervisors can monitor ongoing remote control sessions, then quality assurance improves, but the system complexity increases
Solution Approach 1:
The patent implements a session copying mechanism where supervisors receive a read-only copy or view of the ongoing session. Instead of requiring supervisors to access the actual control session or implement complex monitoring interceptors, the system creates a visual or data copy of the session state that supervisors can observe without interfering with the active troubleshooting process.
Data Source
AI summary
A method of collaborating session management during remote control management with a mobile device which allows a Customer Service Representative to be able to share, transfer, and monitor their remote control sessions amongst other Customer Service Representatives without having to end the existing session.