US 11,756,090 B2
Automated coordinated co-browsing with text chat services
Valentine C. Matula, Granville, OH (US); David Skiba, Golden, CO (US); and George Erhart, Loveland, CO (US)
Assigned to Avaya Inc., Santa Clara, CA (US)
Filed by Avaya Inc., Santa Clara, CA (US)
Filed on Mar. 27, 2015, as Appl. No. 14/670,830.
Prior Publication US 2016/0283995 A1, Sep. 29, 2016
Int. Cl. G06Q 30/00 (2023.01); G06Q 30/0601 (2023.01); H04L 51/04 (2022.01)
CPC G06Q 30/0613 (2013.01) [G06Q 30/0623 (2013.01); H04L 51/04 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A system, comprising:
a network interface;
a data storage; and
a processor configured to conduct an automated co-browsing interaction with a customer device over a network via the network interface, wherein, the customer device is operated by a customer, and wherein the processor is configured to:
receive a first set of signals, via the network interface, from the customer device, the first set of signals being associated with a task on the customer device, wherein the task comprises a task element to be completed via the customer device;
determining, whether the first set of signals indicates a failure to complete the task upon determining that progress to complete the task element has stalled; and
in response to determining that the first set of signals indicate the failure to complete the task:
access, from the data storage, a co-browsing behavior in accordance with the task;
transmit a second set of signals, via the network interface, to cause the customer device to present the co-browsing behavior associated with completing the task;
monitor the automated co-browsing interaction, following transmission of the second set of signals, and determine therefrom, whether the second set of signals failed to complete the task; and
upon determining that the second set of signals failed to complete the task, connect the automated co-browsing interaction to an agent terminal operated by a human agent and cause the automated co-browsing interaction to include a third set of signals from the agent terminal.