Session Manager Assistant Integration
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Solution Overview
Problem
Current communication systems lack an efficient method to invite an assistant entity, such as a customer service representative, into an existing communication session over the internet or network, limiting the ability to provide real-time assistance during co-browsing activities.
Innovation Solution
A method and service system that allows a first endpoint entity to request the presence of an assistant entity within an existing communication session by selecting an appropriate assistant from a group based on context data, and joining them to the session using a transport mechanism for data exchange across a network.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a customer service representative is invited into an existing communication session over the internet, then real-time assistance and collaboration during co-browsing activities is enhanced, but the complexity of managing session participation and routing increases
Solution Approach 1:
The patent introduces a session manager as an intermediary component that handles the complexity of session management, participant invitation, and routing decisions. This mediator abstracts the complex operations from the end users, allowing customers and CSRs to interact seamlessly without directly managing session complexity.
Solution Approach 2:
The system implements feedback mechanisms where the session manager continuously monitors session state, participant availability, and context data to dynamically adjust routing decisions and participant invitations. This feedback loop enables automatic adaptation to changing conditions without increasing operational complexity for users.
2Reliability
If the service system selects an appropriate assistant entity from a group based on context data, then the quality of customer service is improved, but the processing time and computational resources increase
Solution Approach 1:
The system performs preliminary actions by pre-evaluating and caching context data about available assistant entities and their capabilities before actual service requests occur. This advance preparation allows the session manager to quickly match customers with appropriate CSRs using pre-computed context information, reducing real-time selection time while maintaining service quality.
Solution Approach 2:
The patent dynamically adjusts selection parameters and matching criteria based on session context, customer needs, and CSR availability. By changing parameters such as skill requirements, language preferences, and priority levels, the system optimizes the balance between selection accuracy and processing speed for different service scenarios.
Data Source
AI summary
A method is provided for inviting an assistant entity, such as a customer service representative acting through a endpoint system, into an existing network communication session established by a service system. The service system controls the joining of endpoint entities to the session and enables endpoint entities joined to the session to communicate with each other. The method involves a first party associated with an endpoint system already joined to the session, indicating to the service system that the presence of an assistant entity is required. The service system selects an appropriate assistant entity taking account of the current context of the communication session, and joins the selected assistant entity to the session.