US 12,488,045 B2
Private web sessions in contact center interactions
Vi Dinh Chau, Seattle, WA (US); Jin Li, Los Gatos, CA (US); and Xu Hua Li, San Jose, CA (US)
Assigned to Zoom Communications, Inc., San Jose, CA (US)
Filed by Zoom Communications, Inc., San Jose, CA (US)
Filed on Sep. 14, 2023, as Appl. No. 18/466,979.
Application 18/466,979 is a continuation of application No. 17/507,331, filed on Oct. 21, 2021, granted, now 11,790,000.
Application 17/507,331 is a continuation of application No. 17/163,238, filed on Jan. 29, 2021, granted, now 11,172,163, issued on Nov. 9, 2021.
Prior Publication US 2023/0418866 A1, Dec. 28, 2023
Int. Cl. G06F 16/738 (2019.01); G06Q 10/10 (2023.01); G06Q 30/015 (2023.01); H04N 7/14 (2006.01)
CPC G06F 16/738 (2019.01) [G06Q 10/10 (2013.01); G06Q 30/015 (2023.01); H04N 7/147 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method comprising:
receiving a request for an interaction with an agent of a contact center, the request including an indication of an issue;
determining an estimated wait time based on previous interaction data;
establishing a private web session based on a determination that the agent is unavailable for the interaction, wherein the private web session is a single user waiting room;
dynamically generating interactive video content associated with the issue, wherein the interactive video content has a duration based on the estimated wait time and includes a visual representation of the estimated wait time;
outputting the interactive video content to the private web session;
transferring the private web session to a virtual meeting session to initiate the interaction with an available agent when it is determined that the issue is unresolved; and
terminating the private web session when it is determined that the issue is resolved.