Virtual Environment for Contact Center Information Accessibility
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Solution Overview
Problem
Conventional contact centers face difficulties in accessing and rendering detailed information during complex service or product-related calls, as available visualization mechanisms are often separate and cumbersome for employees handling calls.
Innovation Solution
A communication service that utilizes a virtual reality application with a three-dimensional rendering engine to create a virtual environment, allowing employees to interact with virtual features such as object models and process flows within the call environment, enhancing information accessibility and customer assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If separate visualization mechanisms are provided for employees, then information accessibility is improved, but device complexity and ease of operation deteriorate
Solution Approach 1:
The patent combines audio communication and visual information display into a single integrated contact center interface. The employee uses one device that simultaneously handles phone calls and displays customer information, product details, and communication history, eliminating the need for separate visualization mechanisms while improving information accessibility during calls
Solution Approach 2:
The contact center interface is designed as a multi-functional device that performs both audio communication handling and visual information presentation. The system displays various types of information (customer profiles, product specifications, communication logs) within the same interface used for audio calls, making the device universal and reducing overall system complexity
2Loss of information
If separate visualization mechanisms are provided for employees, then information accessibility is improved, but ease of operation deteriorates
Solution Approach 1:
The contact center interface merges audio communication controls and visual information display into a unified operation system. Employees interact with a single interface that handles both call management and information retrieval, eliminating the need to switch between separate devices and improving ease of operation during customer interactions
3Reliability
If detailed information is made accessible during calls, then customer support quality improves, but device complexity increases
Solution Approach 1:
The contact center interface is designed as a multi-functional system that provides comprehensive customer support capabilities including audio communication, customer profile display, product information access, and communication history tracking within a single unified interface, improving support quality without requiring multiple separate devices
Data Source
AI summary
Implementations for providing communication services using a virtual environment are described. An audio communication session may be established between a first user device and a second user device. The second user device may answer the audio communication session using a virtual environment. The virtual environment may be updated to display virtual features associated with the communication session.