Real-Time Visual Customer Support Enablement System and Method
Disclosed is a system and method for providing real-time visual customer support. In one embodiment, the present system is configured to enhance native phone communication by simultaneously being able to deliver one-way real-time visual streaming from the end consumer. In this way, the present invention allows businesses to participate in collaborative audio-visual communication during the very first customer contact over the phone.
1 . A computer-implemented method for providing real-time visual and audio communication, comprising executing on a processor the steps of:
establishing a voice communication channel between a first user device and a second user device;
providing a visual stream via a mobile application that is installed on said first user device, wherein said mobile application is configured to establish a video communication channel;
generating an identifier for said visual stream via said mobile application of said first user device;
entering said identifier in a user interface of said second user device; and
accessing said visual stream via said second user device while maintaining said voice communications channel with said first user device.
2 . The computer-implemented method of claim 1 , wherein said mobile application is further configured to reroute said voice communications channel to create a uniform communication channel having said voice communication channel and said video communication channel.
3 . The computer-implemented method of claim 1 , wherein said identifier comprises a unique stream identifier that identifies said visual stream, further wherein said unique stream identifier is unique only during a snapshot in time such that said unique stream identifier can be used to identify a second visual stream during a second snapshot in time.
4 . The computer-implemented method of claim 1 , wherein said identifier comprises a public stream identifier, further wherein said public stream identifier is constant.
5 . The computer-implemented method of claim 4 , further comprising the step of:
validating said second user device before permitting said second user device to access said visual stream.
6 . The computer-implemented method of claim 1 , further comprising the step of:
transmitting said identifier from said first user device to said second user device via messaging.
7 . The computer-implemented method of claim 1 , further comprising the steps of:
creating a ticket that is associated with said visual stream and a visual stream provider of said visual stream, wherein said ticket comprises a reference number.
8 . The computer-implemented method of claim 1 , further comprising the steps of:
determining a GPS location of said first user device, wherein said first user device is a GPS-enabled device; and
displaying said GPS location of said first user device on a map, wherein said map is displayed on said second user device.
9 . The computer-implemented method of claim 1 , further comprising the steps of:
transcribing speech within said visual stream into text;
locating at least one trigger word within said text to identify text occurrence;
recording a timestamp of said visual stream for each of said text occurrence, whereby recording said timestamp provides a still image of said visual stream; and
producing said still image that correspond to said at least one trigger word to associate said still image with said at least one trigger word.
10 . The computer-implemented method of claim 1 , further comprising the steps of:
bookmarking a specific frame in said visual stream to produce a still image capture; and
extracting all of said still image capture to produce an image report.
11 . The computer-implemented method of claim 1 , further comprising the steps of:
drawing on an image of said visual stream to create a picture that is superposed over said image; and
transmitting said picture that is superposed over said image.
12 . The computer-implemented method of claim 1 , wherein said voice communications channel is prioritized over said video communication channel.
13 . A computer-implemented method for providing real-time visual and audio communication, comprising executing on a processor the steps of:
establishing a connection between a first user device and a second user device;
providing a visual stream via said second user device;
transmitting an access code from said second user device to said first user device;
inputting said access code in a video viewing widget on a website via said first user device, wherein said video viewing widget is configured to establish a video communication channel between said first user device and said second user device; and
accessing said visual stream via said first user device.
14 . The computer-implemented method of claim 13 , further comprising the steps of:
associating a user account information to an organization via a user management enterprise portal;
logging a ticket that is associated with said user account information;
pushing said user account information to said first user device to create a secure token that identifies user of said first user device; and
permitting said first user device to access to said visual stream.
15 . A computer-implemented method for providing real-time visual and audio communication, comprising executing on a processor the steps of:
providing a visual stream via a mobile application that is installed on a first user device, wherein said mobile application is configured to record said visual stream to create a visual voicemail and transmit said visual voicemail to a second user device to be listed in a queue;
providing an alert when said visual voicemail is listed in said queue; and
reordering said visual voicemail based on priority.
16 . The computer-implemented method of claim 15 , further comprising the steps of:
determining a GPS location of said first user device, wherein said first user device is a GPS-enabled device; and
displaying said GPS location of said first user device on a map, wherein said map is displayed on said second user device.
17 . The computer-implemented method of claim 15 , further comprising the steps of:
transcribing speech within said visual stream into text;
locating at least one trigger word within said text to identify text occurrence;
recording a timestamp of said visual stream for each of said text occurrence, whereby recording said timestamp provides a still image of said visual stream; and
producing said still image that correspond to said at least one trigger word to associate said still image with said at least one trigger word.
18 . The computer-implemented method of claim 15 , further comprising the steps of:
bookmarking a specific frame in said visual stream to produce a still image capture; and extracting all of said still image capture to produce an image report.