Method and system for providing assistance via video
First Claim
1. A method for providing assistance related to a consumer device to a user via video, comprising:
- initiating a video chat session as an audio telephone call between a user terminal operated by the user and a call host, the user terminal connected to a video camera that includes a first image sensor and a second image sensor;
establishing, by the call host, an audio connection between the user terminal and the call host for the audio telephone call;
routing, by the call host, the audio telephone call to a first agent terminal of a first human agent with a first vector directory number (VDN), the routing depending on a skill required for providing a type of assistance of the consumer device requested by the user; and
the user terminal and the first agent terminal establishing a video connection between the user terminal and the first agent terminal after the audio telephone call is accepted by the first agent terminal;
wherein the video connection is maintained in parallel with an audio connection between the user terminal and the first agent terminal;
wherein after the audio and video connections are established, providing the assistance to the user terminal, including real-time technical support related to the consumer device operated by the user such that the video connection transmits a real-time view of the consumer device that is captured by the first image sensor of the video camera along with a real-time view of the user that is captured by the second image sensor of the video camera;
wherein, if the first VDN is non-responsive, the audio telephone call is routed to at least a second VDN and a third VDN; and
wherein, if the first VDN, second VDN, and third VDN are all non-responsive, the audio telephone call is routed to a default VDN associated with a general care agent.
7 Assignments
0 Petitions
Accused Products
Abstract
A system, device, and method for providing assistance to a user may include initiation of a video and/or text chat session as an audio telephone call between a terminal operated by the user and a call host, establishment, by the call host, of an audio connection between the user terminal and call host for the audio telephone call, a routing, by the call host, of the audio telephone call to a terminal of a human agent, the routing depending on a type of assistance requested by the user, and the user terminal and the agent terminal establishing a video connection and/or a text chat connection between the user terminal and the agent terminal after the audio telephone call is accepted by the agent terminal.
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Citations
33 Claims
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1. A method for providing assistance related to a consumer device to a user via video, comprising:
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initiating a video chat session as an audio telephone call between a user terminal operated by the user and a call host, the user terminal connected to a video camera that includes a first image sensor and a second image sensor;
establishing, by the call host, an audio connection between the user terminal and the call host for the audio telephone call;routing, by the call host, the audio telephone call to a first agent terminal of a first human agent with a first vector directory number (VDN), the routing depending on a skill required for providing a type of assistance of the consumer device requested by the user; and the user terminal and the first agent terminal establishing a video connection between the user terminal and the first agent terminal after the audio telephone call is accepted by the first agent terminal;
wherein the video connection is maintained in parallel with an audio connection between the user terminal and the first agent terminal;wherein after the audio and video connections are established, providing the assistance to the user terminal, including real-time technical support related to the consumer device operated by the user such that the video connection transmits a real-time view of the consumer device that is captured by the first image sensor of the video camera along with a real-time view of the user that is captured by the second image sensor of the video camera;
wherein, if the first VDN is non-responsive, the audio telephone call is routed to at least a second VDN and a third VDN; andwherein, if the first VDN, second VDN, and third VDN are all non-responsive, the audio telephone call is routed to a default VDN associated with a general care agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 21, 22, 23, 27, 28, 29, 30, 32)
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10. A system for providing assistance related to a consumer device to a user via video, comprising:
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a call host configured to receive incoming telephone calls; a user terminal operated by the user and configured to initiate a video chat session as an audio telephone call with the call host, the user terminal connected to a video camera that includes a first image sensor and a second image sensor; and a plurality of human agent operated terminals in communication with the call host; wherein;
the call host is configured to establish an audio connection between the user terminal and the call host for the audio telephone call and route the audio telephone call to a first agent terminal of a first human agent using a first vector directory number (VDN), the routing depending on a skill required for providing a type of assistance of the consumer device requested by the user; and
responsive to the first agent terminal accepting the routed telephone call, the first agent terminal and the user terminal are configured to establish a video connection between the user terminal and the first agent terminal, wherein the video connection is maintained in parallel with an audio connection between the user terminal and the first agent terminal;wherein after the audio and video connections are established, providing the assistance to the user terminal, including real-time technical support related to the consumer device operated by the user such that the video connection transmits a real-time view of the consumer device that is captured by the first image sensor of the video camera along with a real-time view of the user that is captured by the second image sensor of the video camera;
wherein, if the first VDN is non-responsive, the audio telephone call is routed to at least a second VDN and a third VDN; andwherein, if the first VDN, second VDN, and third VDN are all non-responsive, the audio telephone call is routed to a default VDN associated with a general care agent. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19, 24, 25, 26, 33)
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20. A non-transitory computer-readable medium having stored thereon a series of instructions executable by a processor for providing assistance related to a consumer device to a user via video, the instructions configured to cause the processor to perform the steps of:
- initiating a video chat session as an audio telephone call between a user terminal operated by the user and a remote computing device, the audio telephone call providing the user with access to an automated menu for selecting a technical issue that the user is experiencing with a consumer device;
establishing, by a call host, an audio connection between the user terminal and the remote computing device for the audio telephone call;routing, by the call host, the audio telephone call to a second agent terminal of a second human agent with a related skill using a second vector directory number in response to determining that a first human agent having specific skill with the technical issue has not accepted the audio telephone call at a first VDN within a particular wait time; and the user terminal and the second agent terminal establishing a video connection between the user terminal and the second agent terminal if the audio telephone call is accepted by the second agent terminal;
wherein the video connection is maintained in parallel with the audio connection between the user terminal and the second agent terminal, and wherein after the audio and video connections are established, providing the assistance to the user terminal, including real-time technical support related to the consumer device operated by the user such that the video connection transmits a real-time view of the consumer device;
wherein, if the first VDN is non-responsive, the audio telephone call is routed to at least a second VDN and a third VDN; andwherein, if the first VDN, second VDN, and third VDN are all non-responsive, the audio telephone call is routed to a default VDN associated with a general care agent.
- initiating a video chat session as an audio telephone call between a user terminal operated by the user and a remote computing device, the audio telephone call providing the user with access to an automated menu for selecting a technical issue that the user is experiencing with a consumer device;
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31. A method for providing assistance related to a consumer device to a user via video, comprising:
- initiating a video chat session as an audio telephone call between a terminal operated by the user and a call host, the audio telephone call providing the user with access to an automated menu for selecting a technical issue that the user is experiencing with a consumer device;
establishing, by the call host, an audio connection between the user terminal and the call host for the audio telephone call;
routing, by the call host, the audio telephone call to a second agent terminal of a second human agent with a related skill using a second vector directory number in response to determining that a first human agent having specific skill with the technical issue has not accepted the audio telephone call at a first VDN within a particular wait time; and
the user terminal and the second agent terminal establishing a video connection between the user terminal and the second agent terminal if the audio telephone call is accepted by the second agent terminal;wherein the video connection is maintained in parallel with an audio connection between the user terminal and the agent terminal;
wherein after the audio and video connections are established, providing the assistance to the user terminal, including real-time technical support related to the consumer device operated by the user such that the video connection transmits a real-time view of the consumer device; and
wherein the assistance to the user terminal further includes testing, via a communication network, the consumer device;
wherein, if the first VDN is non-responsive, the audio telephone call is routed to at least a second VDN and a third VDN; and
wherein, if the first VDN, second VDN, and third VDN are all non-responsive, the audio telephone call is routed to a default VDN associated with a general care agent.
- initiating a video chat session as an audio telephone call between a terminal operated by the user and a call host, the audio telephone call providing the user with access to an automated menu for selecting a technical issue that the user is experiencing with a consumer device;
Specification