Invention Grant
- Patent Title: Agent-initiated automated co-browse
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Application No.: US14834838Application Date: 2015-08-25
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Publication No.: US10069973B2Publication Date: 2018-09-04
- Inventor: David Skiba , Valentine C. Matula , George Erhart
- Applicant: Avaya Inc.
- Applicant Address: US CA Santa Clara
- Assignee: Avaya Inc.
- Current Assignee: Avaya Inc.
- Current Assignee Address: US CA Santa Clara
- Agency: Sheridan Ross P.C.
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M3/51 ; H04M7/00 ; H04M3/22 ; G06Q30/06

Abstract:
Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.
Public/Granted literature
- US20170064079A1 AGENT-INITIATED AUTOMATED CO-BROWSE Public/Granted day:2017-03-02
Information query