Agent-initiated automated co-browse

• US 10,069,973 B2
• Filed: 08/25/2015
• Issued: 09/04/2018
• Est. Priority Date: 08/25/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Matula, Valentine C., Erhart, George
• Primary Examiner(s): Deane, Jr., William
• Application Number:
  US14/834,838
• Publication Number:
  US 20170064079A1
• Time in Patent Office: 1,106 Days
• Field of Search: 37926501-26514, 37926601-2661, 379309
• CPC Class Codes: G06Q 30/0613 Third-party assisted
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

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.

Claims

1. A server, comprising:

a communication interface receiving a co-browsing session between a first agent endpoint and a first customer endpoint;

a processor monitoring the receive co-browsing session; and

upon the processor determining that the monitored co-browsing session will comprise a co-browsing session portion associated with an automated co-browsing session portion, the processor causes the automated co-browsing session portion to execute.

2. The server of claim 1, wherein the processor is further configured to cause the automated co-browsing session portion to execute the automated co-browsing session portion on the first customer endpoint.

3. The server of claim 1, wherein the processor is further configured to cause the automated co-browsing session portion to execute the automated co-browsing session portion on the first agent endpoint.

4. The server of claim 1, wherein the processor is configured to cause the first agent endpoint to issue an alert upon completion of the execution of the automated co-browsing session portion.

5. The server of claim 1, wherein the processor is further configured to cause the first agent endpoint to present a notification operable to alert an agent associated with the first agent endpoint and delay execution of the automated co-browsing session portion until a signal is received from the agent associated with the first agent endpoint authorizing the execution of the automated co-browsing session portion.

6. The server of claim 1, wherein the automated co-browsing session portion comprises at least one of a pointer device movement, a pointer device click, and a keyboard entry that mimics co-browsing session inputs provided by a human agent associated with the first agent endpoint.

7. The server of claim 1, wherein the automated co-browsing session portion comprises a message presented upon the first agent endpoint operable to prompt an agent associated with the first agent endpoint to provide speech to the first customer over a voice channel associated with the message.

8. The server of claim 1, wherein the processer is further configured to monitor a co-browsing session between a second agent endpoint and a second customer endpoint, capture inputs provided by an agent associated with the second agent endpoint, and upon determining that a common portion of the monitored co-browsing session between the second agent endpoint and the second customer endpoint is devoid of interaction failure indications, save the captured inputs as the automated co-browsing session portion.

9. The server of claim 1, wherein:

the processor is further configured to monitor a plurality of the co-browsing sessions between a plurality of second agent endpoints and a plurality of second customer endpoints; and

the processor is further configured to capture of a plurality of inputs provided by the plurality of agents associated with the plurality of second agent endpoints, and upon determining that the co-browsing sessions are devoid of interaction failure indications, saving an aggregation of the captured plurality of inputs as the automated co-browsing session portion.

10. The server of claim 1, wherein the processor is further configured to receive editing inputs to edit the automated co-browsing session portion and save the edited automated co-browsing session portion as the automated co-browsing session portion.

11. A computer comprising:

a communication interface receiving a co-browsing session between a first agent endpoint and a first customer endpoint; and

a processor monitoring the received co-browsing session, capture inputs provided by an agent associated with the first agent endpoint, and upon determining that a monitored co-browsing session portion is devoid of interaction failure indications, save the captured inputs as an automated co-browsing session portion.

12. The computer of claim 11, further comprising:

wherein the co-browsing session between the first agent endpoint and the first customer endpoint, further comprises a plurality of co-browsing sessions between a plurality of first agent endpoints and a plurality of first customer endpoints; and

the processor is further configured to capture inputs provided by the plurality of agents associated with the plurality of first agent endpoints, and upon determining that a common portion of the plurality of co-browsing sessions is devoid of interaction failure indications beyond a previously determined threshold, save an aggregation of the captured inputs of the common portion of the plurality of monitor co-browsing sessions as the automated co-browsing session portion.

13. The computer of claim 11, further comprising:

a communication interface configured to monitor the co-browsing session between a second agent endpoint and a second customer endpoint;

the processor further configured to receive the co-browsing session, determine that the co-browsing session will comprise a co-browsing session portion associated with the automated co-browsing session portion, execute the automated co-browsing session portion.

14. The computer of claim 13, wherein the processor is further configured to signal an agent to authorize the execution of the automated co-browsing session and delay execution of the automated co-browsing session until authorization has been indicated.

15. A method, comprising:

monitoring, by a processor, a co-browsing session between a first agent endpoint and a first customer endpoint; and

upon determining that the monitored co-browsing session will comprise a co-browsing session portion associated with an automated co-browsing session portion, causing by the processor the automated co-browsing session portion to execute.

16. The method of claim 15, wherein executing the automated co-browsing session portion further comprises causing the first agent endpoint to execute the automated co-browsing session portion.

17. The method of claim 15, further comprising:

causing, by the processor, an alert to be presented upon the first agent endpoint indicating the determination of the monitored co-browsing session will comprise a co-browsing session portion associated with the automated co-browsing session portion;

prompting, by the processor, an agent associated with the first agent endpoint indicating the automated co-browsing session portion; and

upon receiving an authorization input from the agent, causing by the processor the automated co-browsing session portion to execute.

18. The method of claim 15, further comprising, causing by the processor an alert to be presented upon the first agent endpoint indicating completion of the execution of the automated co-browsing session portion.

19. The method of claim 15, further comprising:

monitoring, by the processor, the co-browsing session between a second agent endpoint and a second customer endpoint;

capturing, by the processor, inputs provided by an agent associated with the second agent endpoint;

determining, by the processor, that a monitored co-browsing session portion is devoid of interaction failure indications; and

saving the captured inputs as the automated co-browsing session portion.

20. The method of claim 15, further comprising:

monitoring, by the processor, a plurality of co-browsing sessions between a plurality of second agent endpoints and a plurality of second customer endpoints;

capturing, by the processor, a plurality of inputs provided by the plurality of agents associated with the plurality of second agent endpoints;

determining, by the processor, that a common portion of the plurality of co-browsing sessions are devoid of interaction failure indications; and

causing, by the processor, an aggregation of the captured plurality of inputs as the automated co-browsing session portion to be saved in a data storage.