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公开(公告)号：US20150052067A1
公开(公告)日：2015-02-19
申请号：US13966007
申请日：2013-08-13
Applicant: Amazon Technologies, Inc.
IPC: G06Q30/00
CPC classification number: G06Q30/016
Abstract: A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. The customer support agent can provide guidance to the user by transmitting support content back to the user's computing device, where the support content is displayed as an overlay on top of the user's normal user interface content. The screen sharing and support content may be supplemented with live audio and video communications between the user and the remote customer support agent, and the multiple modes of communication may be prioritized to maintain quality in the preferred communication mode.
Abstract translation: 客户支持应用程序向远程客户支持代理提供用户计算设备的屏幕共享，从而使客户支持代理能够查看显示在用户设备上的内容。 客户支持代理可以通过将支持内容发送回用户的计算设备来向用户提供指导，其中支持内容被显示为用户正常用户界面内容之上的覆盖。 屏幕共享和支持内容可以用户和远程客户支持代理之间的实时音频和视频通信进行补充，并且可以优先考虑多种通信模式以保持优选通信模式中的质量。
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公开(公告)号：US10089633B2
公开(公告)日：2018-10-02
申请号：US13966007
申请日：2013-08-13
Applicant: Amazon Technologies, Inc.
Abstract: A customer support application provides screen sharing of the user's computing device with a remote customer support agent, thereby enabling the customer support agent to view the content displayed on the user's device. The customer support agent can provide guidance to the user by transmitting support content back to the user's computing device, where the support content is displayed as an overlay on top of the user's normal user interface content. The screen sharing and support content may be supplemented with live audio and video communications between the user and the remote customer support agent, and the multiple modes of communication may be prioritized to maintain quality in the preferred communication mode.
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