Shared Interface for Real-Time Customer Support
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Solution Overview
Problem
Current customer support systems for technical issues with software are inefficient, often requiring clients to wait for responses that can take minutes to days, and involve lengthy phone calls or web chats, which can be frustrating and costly, especially when clients need quick assistance or want to hand off issues to professionals for immediate resolution.
Innovation Solution
A system that allows clients and professionals to communicate directly through shared user interfaces, enabling clients to request assistance and professionals to access and edit documents in real-time, with customizable access levels to protect sensitive information, facilitating quick issue resolution and client learning.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If traditional customer support systems are used (written description online or phone calls), then clients can receive assistance, but wait times are long (minutes to days) and the process is inefficient
Solution Approach 1:
The patent introduces a shared user interface as an intermediary between the client and customer support representative. This interface allows the representative to view the client's screen, access relevant information, and guide the client through resolution steps in real-time, eliminating the need for lengthy phone calls or email exchanges while reducing wait times through immediate connection.
Solution Approach 2:
The patent adds a new dimension to customer support by implementing a visual sharing interface that overlays or parallels the traditional communication channel. This allows the representative to see what the client sees on their screen, creating a shared context that accelerates problem diagnosis and resolution without extending the support process complexity.
2Measurement precision
If clients provide detailed information about their issues, then professionals can diagnose problems accurately, but sensitive personal information may be exposed
Solution Approach 1:
The shared user interface implements localized information sharing where the customer support representative only accesses specific portions of the client's screen or data that are relevant to the current issue. This allows detailed diagnostic information to be shared selectively rather than providing blanket access to all personal information, thus maintaining both diagnostic accuracy and privacy protection.
Solution Approach 2:
The information sharing capability in the shared user interface is dynamic and adjustable. The client can control what information is shared and with whom, allowing the scope of information access to change based on the specific support interaction. This dynamic control enables accurate problem diagnosis while giving clients ongoing control over their personal information exposure.
3Ease of repair
If professionals guide clients through resolution processes step-by-step, then issues can be resolved, but the process is time-consuming and frustrating for clients
Solution Approach 1:
The shared user interface allows the customer support representative to perform preliminary actions directly on the client's system or to prepare resolution steps in advance while viewing the client's actual screen context. This eliminates the need for lengthy step-by-step verbal instructions, as the representative can see the client's environment and proactively implement or guide through pre-prepared solutions, reducing both time and frustration.
4Productivity
If clients hand off control to professionals for immediate fixes, then issues can be resolved quickly, but clients lose control over their own data and processes
Solution Approach 1:
The hand-off mechanism in the shared user interface is dynamic and reversible. Clients can transfer control to the professional when needed for immediate fixes, then regain control when the issue is resolved. The interface maintains clear indicators of who has control at any moment, allowing clients to confidently hand off control for speed while preserving their ultimate authority over their own data and systems.
Data Source
AI summary
A system for providing communication between a first user on a first user interface and a second user on a second user interface is disclosed. The user interface may provide a document with a set of questions and fields for the first user to respond to the questions. Additionally, the first user interface may provide an option for requesting assistance from the second user on the second user interface. The second user may be presented all or some of the information from the first user interface on the second user interface. The second user may assist the first user or complete the document independently.