Real-Time Visual Customer Support Streaming
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Solution Overview
Problem
Existing communication systems lack the ability to seamlessly integrate real-time visual streaming with phone conversations, requiring separate software installations and being sensitive to network connectivity, which hinders effective customer service and field operations.
Innovation Solution
A system that enables real-time visual streaming from mobile devices during phone calls, allowing customers to download and install a mobile application while connected, with high-definition video capture and storage on the device, and automatic upload to support agents, maintaining phone connectivity for recording and quality control.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If existing video conferencing systems are used to provide real-time visual communication, then visual communication quality is improved, but device complexity and ease of operation deteriorate due to requiring separate software installation and configuration
Solution Approach 1:
The patent combines audio calling and video communication into a single integrated system. The mobile application merges telephony audio streams with video capture and streaming capabilities, allowing users to transition seamlessly between audio-only and video-audio communication without switching applications or performing separate installation steps.
Solution Approach 2:
The mobile application serves multiple functions within a single platform: it handles audio calling, video capture, real-time video streaming, and seamless transitions between audio-only and video-audio modes. This multi-functional design eliminates the need for separate video conferencing software installations.
2Loss of information
If existing video conferencing systems are used to provide real-time visual streaming, then visual communication is enabled, but ease of operation worsens due to requiring separate software installation before communication
Solution Approach 1:
The system performs preliminary actions by pre-establishing the audio communication channel before video is needed. When a user initiates a call, the audio connection is immediately available, and video capabilities are pre-configured within the same application, ready to be activated without requiring separate installation or setup steps.
Solution Approach 2:
The patent merges audio calling and video communication into a single integrated system. The mobile application combines telephony audio streams with video capture and streaming capabilities, allowing users to transition seamlessly between audio-only and video-audio communication without switching applications or performing separate installation steps.
3Reliability
If real-time video streaming is implemented during phone calls, then customer service quality is improved, but network bandwidth requirements increase
Solution Approach 1:
The system dynamically adjusts the communication mode based on real-time conditions. The mobile application can switch between audio-only and video-audio modes, and can adjust video streaming quality parameters based on available network bandwidth, ensuring reliable customer service while adapting to varying network conditions.
Solution Approach 2:
The patent implements parameter changes by allowing dynamic adjustment of video streaming characteristics such as resolution, frame rate, and bitrate based on network conditions. The system can modify these parameters in real-time to maintain acceptable service quality while optimizing bandwidth consumption.
4Measurement precision
If high-definition video capture is implemented, then visual information quality is improved, but device resources and network bandwidth requirements increase
Solution Approach 1:
The system implements parameter changes by allowing dynamic adjustment of video capture and streaming characteristics such as resolution, frame rate, and bitrate. The mobile application can switch between high-definition and lower-resolution modes based on device resource availability and network conditions, maintaining acceptable visual information quality while managing resource consumption.
Solution Approach 2:
The patent applies dynamics by making video quality parameters adjustable and adaptive rather than fixed. The system can dynamically change video capture and streaming parameters based on real-time assessment of device resources and network bandwidth availability, ensuring optimal balance between quality and resource usage.
Data Source
AI summary
Disclosed is a system and method for providing real-time visual customer support. In one embodiment, the present system is configured to enhance native phone communication by simultaneously being able to deliver one-way real-time visual streaming from the end consumer. In this way, the present invention allows businesses to participate in collaborative audio-visual communication during the very first customer contact over the phone.