System and method for multi-party co-browsing for end-to-end collaboration in assisted channels

1. A method comprising:

initiating a communication session between a user and an agent;

generating an application link for the communication session, the application link associated with a co-browsing application;

transmitting the application link to a client device associated with the user;

receiving data from the client device via the co-browsing application executed in response to the application link and associating the data with the communication session;

pre-populating a co-browsing session using the data; and

synchronizing a display of pages between an agent emulator and the co-browsing application, wherein synchronizing includes rendering a given page on both the agent emulator and the co-browsing application and displaying an input received via the co-browsing application in the agent emulator, wherein the agent emulator comprises a lightweight page rendering application that maintains a document object model (DOM) representation of pages synchronized with the co-browsing application.

2. The method of claim 1 , wherein synchronizing a display of pages between an agent emulator and the co-browsing application comprises synchronizing the input via a message queues communicatively coupling the agent emulator and the co-browsing application.

3. The method of claim 1 , wherein generating the application link comprises customizing the application link based on one of a profile of the user or a determined intent of the communication session.

4. The method of claim 1 , wherein generating the application link comprises determining that an estimated hold time of the communication session exceeds a preconfigured threshold.

5. The method of claim 1 , wherein synchronizing the display of pages between the agent emulator and the co-browsing application comprises:

displaying the given page in the co-browsing application;

displaying the given page in the agent emulator;

detecting, by the co-browsing application, user input to the given page;

receiving, by the agent emulator, the user input; and

updating the given page on the agent emulator based on the user input.

6. The method of claim 5 , wherein the co-browsing application is further configured to replace at least a portion of the user input with shielded data prior to transmitting the user input to the agent emulator.

7. The method of claim 5 , further comprising receiving a page change event from the co-browsing application and displaying a second given page in the agent emulator responsive to the page change event.

8. A system comprising:

a processor configured to:

initiate a communication session between a user and an agent;

generate an application link for the communication session, the application link associated with a co-browsing application;

transmit the application link to a client device associated with the user;

receive data from the client device via the co-browsing application executed in response to the application link and associating the data with the communication session;

pre-populate a co-browsing session using the data; and

synchronize a display of pages between an agent emulator and the co-browsing application, wherein synchronizing includes rendering a given page on both the agent emulator and the co-browsing application and displaying an input received via the co-browsing application in the agent emulator, wherein the agent emulator comprises a lightweight page rendering application that maintains a document object model (DOM) representation of pages synchronized with the co-browsing application.

9. The system of claim 8 , wherein synchronizing a display of pages between an agent emulator and the co-browsing application comprises synchronizing the input via a message queues communicatively coupling the agent emulator and the co-browsing application.

10. The system of claim 8 , wherein generating the application link comprises customizing the application link based on one of a profile of the user or a determined intent of the communication session.

11. The system of claim 8 , wherein generating the application link comprises determining that an estimated hold time of the communication session exceeds a preconfigured threshold.

12. The system of claim 8 , wherein synchronizing the display of pages between the agent emulator and the co-browsing application comprises:

displaying the given page in the co-browsing application;

displaying the given page in the agent emulator;

detecting, by the co-browsing application, user input to the given page;

receiving, by the agent emulator, the user input; and

updating the given page on the agent emulator based on the user input.

13. The system of claim 12 , wherein the co-browsing application is further configured to replace at least a portion of the user input with shielded data prior to transmitting the user input to the agent emulator.

14. The system of claim 12 , the processor further configured to receive a page change event from the co-browsing application and displaying a second given page in the agent emulator responsive to the page change event.

15. A non-transitory computer-readable storage medium for tangibly storing computer program instructions capable of being executed by a computer processor, the computer program instructions defining steps of:

initiating a communication session between a user and an agent;

generating an application link for the communication session, the application link associated with a co-browsing application;

transmitting the application link to a client device associated with the user;

receiving data from the client device via the co-browsing application executed in response to the application link and associating the data with the communication session;

pre-populating a co-browsing session using the data; and

synchronizing a display of pages between an agent emulator and the co-browsing application, wherein synchronizing includes rendering a given page on both the agent emulator and the co-browsing application and displaying an input received via the co-browsing application in the agent emulator, wherein the agent emulator comprises a lightweight page rendering application that maintains a document object model (DOM) representation of pages synchronized with the co-browsing application.

16. The non-transitory computer-readable storage medium of claim 15 , wherein synchronizing a display of pages between an agent emulator and the co-browsing application comprises synchronizing the input via a message queues communicatively coupling the agent emulator and the co-browsing application.

17. The non-transitory computer-readable storage medium of claim 15 , wherein generating the application link comprises customizing the application link based on one of a profile of the user or a determined intent of the communication session.

18. The non-transitory computer-readable storage medium of claim 15 , wherein generating the application link comprises determining that an estimated hold time of the communication session exceeds a preconfigured threshold.

19. The non-transitory computer-readable storage medium of claim 15 , wherein synchronizing the display of pages between the agent emulator and the co-browsing application comprises:

displaying the given page in the co-browsing application;

displaying the given page in the agent emulator;

detecting, by the co-browsing application, user input to the given page;

receiving, by the agent emulator, the user input; and

updating the given page on the agent emulator based on the user input.

20. The non-transitory computer-readable storage medium of claim 19 , wherein the co-browsing application is further configured to replace at least a portion of the user input with shielded data prior to transmitting the user input to the agent emulator.