Web Session Linking for Visual Customer Support
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Solution Overview
Problem
Customer service interactions via voice-only channels struggle to convey complex or visual information effectively, leading to difficulties in customer understanding and satisfaction, especially when multiple items or detailed content need to be communicated.
Innovation Solution
A method and system that supplement non-visual customer interactions, such as phone calls, with visual Web sessions by establishing linked Web sessions through SMS, email, or preconfigured Web pages, allowing customers to access rich content on their devices, thereby enhancing understanding and reducing talk time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If voice-only channels are used for customer service interactions, then simplicity of communication is maintained, but effectiveness of conveying complex or visual information deteriorates
Solution Approach 1:
The patent combines voice communication channels with visual web session channels into an integrated customer service system. The voice call and web session are linked together, allowing customers to switch between or use both channels simultaneously, thereby maintaining communication simplicity while effectively conveying complex visual information through the web interface.
Solution Approach 2:
The patent adds a visual dimension to traditional voice-only customer service by introducing web sessions with displays, images, and multimedia content. This transitions the service from a one-dimensional audio channel to a multi-dimensional experience incorporating visual elements, enabling effective delivery of complex information while preserving voice interaction simplicity.
2Loss of information
If visual Web sessions are added to supplement phone calls, then delivery of visual information is improved, but system complexity increases
Solution Approach 1:
The patent introduces a session manager as an intermediary component that coordinates between the voice call system and the web session system. This mediator handles the complexity of synchronizing and linking the two channels, managing session states, and coordinating information flow, thereby improving visual information delivery while containing system complexity within a dedicated management layer.
3Loss of information
If visual information is provided during customer calls, then customer understanding is improved, but talk time increases
Solution Approach 1:
The patent segments information delivery by separating complex visual content (displayed on web sessions) from verbal explanations (delivered via voice calls). This allows visual information to be presented simultaneously while voice provides guidance and clarification, reducing the need for repeated verbal explanations and thereby decreasing overall talk time while improving customer understanding.
Data Source
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AI summary
A customer support system diverts a customer to an integrated support service to serve the customer better in situations where the use of a single mode of interaction is insufficient. Embodiments of the invention find use where an email or SMS is sent to a customer's smart devices with a link to visual content which helps customer better understand the information.