Intelligent contact recording in a virtual reality contact center

• US 10,484,643 B2
• Filed: 11/10/2016
• Issued: 11/19/2019
• Est. Priority Date: 11/10/2016
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Moran, Thomas
• Primary Examiner(s): Chu, David H
• Application Number:
  US15/348,054
• Publication Number:
  US 20180130257A1
• Time in Patent Office: 1,104 Days
• Field of Search: None
• CPC Class Codes: G06F 16/29 Geographical information databases
• CPC Class Codes: G06F 16/9537 Spatial or temporal dependent retrieval, e.g. spatiotemporal queries
• CPC Class Codes: G06T 19/006 Mixed reality object pose determination, tracking or camera calibration for mixed reality G06T7/00
• CPC Class Codes: H04N 5/77 between a recording apparatus and a television camera

Abstract

As technology advances, customer-agent interactions require adoption of the new technologies to remain useful to customers and cost effective to contact centers. Virtual reality technology allows a customer to virtually tour a remote location and optionally interact with an agent during the virtual tour. The agent and/or customer may select virtual reality elements, including a recording of the interaction itself, to be triggered upon the customer, with a location enabled customer device, being located in the real-world at a corresponding virtual location in which the virtual reality element was created. The virtual reality element may be automatically presented and the presentation may be a full virtual reality presentation, an augmented reality presentation, or a converted presentation, such as to a more conventional format.

Claims

1. An electronic device, comprising:

a position signal receiver;

an output component;

a processor; and

a data source; and

wherein the processor;

accesses a current location indicia of the user device from the position signal receiver;

accesses a stored location indicia associated with a virtual reality element maintained in the data source and wherein the virtual reality element comprises at least a portion of a stored virtual reality recording;

determines whether the current location indicia matches, within a previously determined range, the stored location indicia; and

causes the output component to present the virtual reality recording in response to the determination that the current location indicia does match, within the previously determined range, the stored location indicia; and

wherein presenting the virtual reality recording comprises presenting the signal virtual reality element for interaction from an input, the input comprising the position receiver and wherein the processor then presents the virtual reality element in accordance with the relative position of the current location to the stored location indicia.

2. The electronic device of claim 1, further comprising:

a network interface connecting the electronic device to a network; and

wherein the data source is located externally to the electronic device and the processor accesses the data source via the network interface.

3. The electronic device of claim 1, wherein the virtual reality recording, comprises the virtual reality element, was captured during a virtual visit to a site and wherein stored virtual reality recording is created during the virtual visit to the site.

4. The electronic device of claim 3, wherein the virtual reality element comprises a stored interaction between a user and an agent of a contact center recorded during the virtual reality presentation of the stored location.

5. The electronic device of claim 1, wherein the electronic device previously recorded the virtual reality recording.

6. The electronic device of claim 1, wherein the site comprises a real-world location and the virtual visit to the site comprises a virtual visit to a model of the real-world location maintained and presented by a computer and wherein the model of the real-world location has a location indicia equivalent to a real-world location indicia of the real-world location and wherein the stored location indicia is selected from the location indicia.

7. The electronic device of claim 1, wherein the virtual reality element comprises one or more of a website address, content of a website, video file, image, audio file, symbol, or textual content.

8. The electronic device of claim 7, further comprising:

an input component; and

wherein the processor causes virtual reality element to selectively comprises the one or more of the website address, content of the website, video file, image, audio file, symbol, or textual content as determined in accord with a user input to the input component.

9. The electronic device of claim 1, further comprising:

a camera; and

wherein the processor causes the output component to present the virtual reality element as an augmented reality portion in conjunction with at least a portion of an image captured by the camera wherein the virtual reality element is visually presented in front of at least one portion of the image captured by the camera.

10. A method, comprising:

accessing a current location indicia of a user device from a position signal receiver associated with the user device;

accessing a stored location indicia associated with a virtual reality element maintained in a data source and wherein the virtual reality element comprises at least a portion of a stored virtual reality recording;

determining whether the current location indicia matches, within a previously determined range, the stored location indicia; and

causing an output component of the user device to present the virtual reality recording in response to the determination that the current location indicia does match, within the previously determined range, the stored location indicia; and

wherein presenting the virtual reality recording comprises presenting the virtual reality element for interaction from an input, the input comprising the position signal receiver and wherein the processor then presents the virtual reality element in accordance with the relative position of the current location to the stored location indicia.

11. The method of claim 10, wherein the virtual reality recording, comprises the virtual reality element, is captured during a virtual visit to a site and wherein a virtual position of a recording device during the recording of the virtual visit to the site determines the stored location indicia.

12. The method of claim 11, wherein the virtual reality element comprises a stored interaction between a user and an agent of a contact center recorded during the virtual reality presentation of the stored location.

13. The method of claim 10, wherein the site comprises a real-world location and the virtual visit to the site comprises a virtual visit to a model of the real-world location maintained and presented by a computer and wherein the model of the real-world location has a location indicia equivalent to a real-world location indicia of the real-world location and wherein the stored location indicia is selected from the location indicia.

14. The method of claim 10, wherein the virtual reality element comprises one or more of a website address, content of a website, video file, image, audio file, symbol, or textual content.

15. A system, comprising:

a network interface;

a server; and

an agent communication device associated with an agent of a contact center; and

wherein the server;

facilitates an interaction comprising the network interface wherein the interaction comprises a communication between the agent, utilizing the agent communication device, and a customer, utilizing a customer communication device;

presents a virtual reality visit to the customer device, wherein the virtual reality visit comprises a virtual reality element;

causes the virtual reality recording to be recorded to a data storage and associated with a stored location indicia associated with a real-world location of a virtual-world location of the virtual reality element; and

upon receiving a signal from a user device indicating a location of the user device equivalent to the stored location indicia, causing the user device to present the virtual reality recording to be retrieved from the data storage and presenting for interaction from an input whereby the processor then presents the virtual reality element in accordance with the relative position of the current location to the stored location indicia.

16. The system of claim 15, further comprising, the server processing the virtual reality element from a first format to a second format, wherein the user device is able to present the virtual reality element in the second format and not able to present the virtual reality element in the first format.

17. The system of claim 15, wherein the virtual reality element comprises a factoid of an item discussed during the interaction.

18. The system of claim 15, wherein the location of the user device is equivalent to the stored location indicia upon the difference being within a previously determined difference in accord with the virtual reality element.

19. The system of claim 15, wherein the virtual reality element comprises one or more of a website address, content of a website, video file, image, audio file, symbol, or textual content.

20. The system of claim 19, further comprising:

an input component; and

wherein the processor causes virtual reality element to selectively comprises the one or more of the website address, content of the website, video file, image, audio file, symbol, or textual content as determined in accord with a user input to the input component.