Contact Center Video Session Automation and Script Adaptation
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Solution Overview
Problem
Contact center video sessions, particularly outbound callbacks, are limited by traditional voice-only communication, and existing technologies like WebRTC do not effectively utilize customer interaction data to enhance the video experience or agent scripting during sessions.
Innovation Solution
A method and system that initiate interactive video sessions by inserting agent and automation video streams within a unified video feed, allowing customer input to modify the agent's script in real-time, enhancing engagement through customized visual treatments and automations based on customer profiles.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional voice-only communication is used in contact center callbacks, then system simplicity is maintained, but customer engagement and interaction quality deteriorate
Solution Approach 1:
The patent merges voice communication with video streaming and interactive automation elements into a unified callback system. The contact center initiates video sessions that combine traditional voice capabilities with visual agent presentation and embedded interactive automations, creating a multi-modal communication experience that enhances engagement while maintaining system manageability through integrated architecture
Solution Approach 2:
The callback system is designed to perform multiple functions: traditional voice communication, video streaming, interactive automation delivery, and real-time script modification. This multi-functional platform allows the same system to handle diverse customer interaction types (informational, transactional, promotional) through a single unified interface, improving versatility without proportionally increasing complexity
2Adaptability or versatility
If static agent scripts are used in video sessions, then ease of operation is maintained, but adaptability to customer feedback deteriorates
Solution Approach 1:
The system implements real-time feedback loops where customer interactions with embedded automations (clicks, selections, inputs) are immediately captured and used to dynamically modify the agent's script. This feedback mechanism allows the script to adapt during the video session based on customer interest signals, enabling personalized communication while maintaining operational simplicity through automated script management
Solution Approach 2:
The agent script transitions from a static document to a dynamic, real-time adaptable resource. The system continuously updates the script based on customer feedback from automation interactions, allowing the content to evolve during the video session. This dynamic approach enables the same base script to adapt to different customer responses without requiring manual reconfiguration
3Productivity
If customized visual treatments and automations are inserted into video streams, then customer engagement is improved, but processing complexity increases
Solution Approach 1:
The video stream is segmented into distinct components: base video feed, embedded automations, visual treatments, and interaction overlays. Each element is processed and injected independently into the stream, allowing modular management of complexity. This segmentation enables the system to handle customized visual elements without overwhelming the processing architecture, as each component can be managed separately
Data Source
AI summary
Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.