公开(公告)号：US20180130257A1

公开(公告)日：2018-05-10

申请号：US15348054

申请日：2016-11-10

Applicant: AVAYA INC.

Inventor： THOMAS MORAN

IPC: G06T19/00 ,  G06F17/30 ,  H04N5/225 ,  H04N5/77

CPC classification number: H04N5/77 ,  G06F16/29 ,  G06F16/9537 ,  G06T19/006

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.

公开(公告)号：US20180359363A1

公开(公告)日：2018-12-13

申请号：US15617580

申请日：2017-06-08

Applicant: AVAYA INC.

Inventor： THOMAS MORAN

IPC: H04M3/51 ,  H04M3/523 ,  G06K9/00

CPC classification number: H04M3/5191 ,  G06K9/00442 ,  G06K9/00711 ,  H04M3/5235

Abstract: A document is often the impetus for a customer to call a contact center. Customers may have access to a video camera which may be utilized to capture an image of the document without requiring the customer to take any action beyond positioning the document in view of the camera. The contact center then determines the video image comprises text, extracts the text, and matches the text to a document. An agent is then selected having an ability to process work items associated with the identified document. The call is then routed to the selected agent.