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Remote customer assistance system having two-way audio and video interface

  • US 9,538,127 B2
  • Filed: 10/02/2014
  • Issued: 01/03/2017
  • Est. Priority Date: 10/04/2013
  • Status: Active Grant
First Claim
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1. A customer service communication system, comprising:

  • a customer terminal including;

    a customer audio interface adapted to send customer audio data over a digital network, wherein the customer audio interface is coupled to the digital network, the customer audio interface accessible from the digital network using a customer audio network address associated with the customer audio interface;

    a customer video camera adapted to output customer video data to the digital network, wherein the customer video camera is coupled to the digital network, the customer video camera accessible from the digital network using a customer camera network address associated with the customer video camera; and

    a customer video display module adapted to accept attendant video data received from the digital network;

    wherein the customer video display module is coupled to the digital network, the customer video display module accessible from the digital network using a customer display network address associated with the customer video display module;

    an attendant workstation located remote from the customer terminal and including;

    an attendant audio interface adapted to send attendant audio data over a digital network, wherein the attendant audio interface is coupled to the digital network, the attendant audio interface accessible from the digital network using an attendant audio network address associated with the attendant audio interface;

    an attendant video camera adapted to output the attendant video data to the digital network, wherein the attendant video camera is coupled to the digital network, the attendant video camera accessible from the digital network using an attendant camera network address associated with the attendant video camera; and

    an attendant video display module adapted to accept an incoming video signal received from the digital network;

    wherein the attendant video display module is coupled to the digital network, the attendant video display module accessible from the digital network using an attendant display network address associated with the attendant video display module;

    an audio communications server coupled to the digital network, wherein the audio communications server is adapted to initiate an audio communication session using the digital network, and wherein the audio communication session directs customer audio data to the attendant audio interface, and the attendant audio data to the customer audio interface;

    wherein the attendant workstation is adapted to direct the customer video camera to send the customer video data to the attendant video display module using the digital network when the audio communication session has been initiated; and

    wherein the attendant workstation is adapted to direct the attendant video camera to send the attendant video data to the customer video display module using the digital network when the audio communication session has been initiated.

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