Video Elevation Platform with Agent Camera Control and AI Insights
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Solution Overview
Problem
Existing communication systems lack an integrated, cohesive, and extensible solution for escalating interactions between agents and end users, particularly when transitioning from non-video communication channels to video calls, and do not effectively manage data collection, retention, and post-meeting activities.
Innovation Solution
A software communications platform enables video elevation by transforming electronic communications into video calls, providing agent control over end user devices, capturing annotation information, and leveraging AI insights for enhanced data processing and user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If communication systems transition from non-video channels to video calls, then user experience and issue resolution efficiency are improved, but system complexity and integration requirements increase
Solution Approach 1:
The patent merges multiple communication channels (voice, chat, video) and data sources (CRM, annotation information, AI insights) into a unified communication platform. This integration allows seamless transitions between communication modes and consolidates previously separate systems into a cohesive architecture, improving productivity while managing complexity through unified design.
Solution Approach 2:
The communication platform is designed with multi-functionality to handle various communication types (voice calls, video calls, chat) and perform diverse operations (data collection, annotation capture, AI analysis) within a single system. This universal approach allows the system to adapt to different communication needs without requiring separate specialized systems for each function.
2Loss of information
If the platform captures and processes annotation information and AI insights, then data quality and decision-making are improved, but data processing time and computational resources increase
Solution Approach 1:
The system performs preliminary actions by pre-processing and pre-analyzing data during communication sessions. Annotation information is captured and structured in real-time, and AI models prepare insights beforehand, so that when decisions are needed, the data is already processed and ready for immediate use, minimizing delays while maintaining high data quality.
Solution Approach 2:
The patent replaces manual data processing and analysis with automated AI systems and machine learning models. These intelligent systems efficiently process annotation information and generate insights without the time-consuming manual effort previously required, significantly reducing processing time while enhancing data quality through consistent, scalable automation.
3Productivity
If the system enables agent control over end user devices, then troubleshooting capability is improved, but security risks and permission management complexity increase
Solution Approach 1:
The system implements feedback mechanisms where user permissions and security conditions are continuously monitored and verified before and during device control operations. The platform receives feedback about user consent status, system security policies, and device states, adjusting its behavior accordingly to enable troubleshooting only when appropriate security conditions are met, thus balancing capability with security.
Data Source
AI summary
One or more methods, device, and/or systems may perform a video elevation. In a non-limiting example, a communication platform performs a video elevation including transitioning a communication from a first state (e.g., using an existing communication channel) to a second date, such as a video call. The communication may be between an end user device (e.g., customer needing support) and an agent device (e.g., agent providing support), where the functionality at each device and respective graphical user interfaces (GUIs) may be provided by the platform. The platform may enable the agent device to control the end user's device (e.g., camera) through the GUI. Additionally, the platform may capture annotation information related to objects visible via the camera, based on actions taken by the agent through the GUI while controlling the camera. Additional artificial intelligence insights may be provided by the platform based on historic or real-time data.