Automated coordinated co-browsing with text chat services
Even with the best efforts to design and deliver accurate systems with usable interfaces, customers often encounter difficulties in completing a task using an electronic device, such as completing a form on a web page, using a software application, or navigating an interface. This may be due to a programming error, inaccurate instructions, or an unusual situation not contemplated by the programmers or designers. Without interaction with a human agent, a cue may be provided to the user upon detection of an issue for completing the task. A co-browse operation may be automatically initiated to provide a cue selected in accord with the issue that thereby allows the user to complete the task.
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.
2. The system of claim 1 , wherein the co-browsing behavior is a set of co-browsing behavior elements, the set of co-browsing behavior elements being in accord with the task.
3. The system of claim 2 , wherein at least one of the set of co-browsing behavior elements comprises a non-consequential error that mimics a human error.
4. The system of claim 3 , wherein the processor is further configured to access the at least one of the set of co-browsing behavior elements with a variable of at least one of frequency, severity, and type that when co-browsing behavior elements comprising the non-consequential error is presented on the customer device.
5. The system of claim 2 , wherein at least one of the set of co-browsing behavior elements comprises at least one of, a pointer movement, a pointer click, a pointer select, typing a text character, typing a command, highlighting a graphical behavior element displayed on the customer device, selecting a graphical behavior element displayed on the customer device, and movement of a graphical behavior element displayed on the customer device.
6. The system of claim 1 , wherein the processor is further configured to receive signals indicating a request for assistance.
7. The system of claim 1 , wherein the processor is further configured to receive, as a portion of the first set of signals, a signal selecting human interaction and in response thereto, performing the connecting of the automated co-browsing interaction to the agent terminal.
8. The system of claim 7 , wherein the processor, prior to connecting the automated co-browsing interaction to the agent terminal, receives a signal indicating availability of the human agent.
9. The system of claim 7 , wherein the processor is further configured to cause the data storage to maintain a recording of the automated co-browsing interaction.
10. The system of claim 1 , wherein the processor is configured to determine, that the first set of signals indicate the failure to complete the task upon determining that progress to complete the task element has stalled, further comprising:
determining the first set of signals indicate the customer device, operated by the customer, has revisited the same graphical element multiple times.
11. The system of claim 1 , wherein the processor is configured to determine, that the first set of signals indicate the failure to complete the task upon determining that progress to complete the task element has stalled, further comprising:
determining that, in response to the first set of signals, multiple presentations of an error message has been presented by the customer device.
12. The system of claim 1 , wherein the processor is configured to determine, that the first set of signals indicate the failure to complete the task upon determining that progress to complete the task element has stalled, further comprising:
determining that, in response to the first set of signals, a number of errors have been presented by the customer device, each of the number of errors being associated with the same task element.
13. The system of claim 12 , wherein the number of errors comprise dissimilar errors.
14. 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 indicate 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 indicates the failure to complete the task:
access, from the data storage, a co-browsing behavior in accordance with the task; and
transmit a second set of signals, via the network interface, operable to cause the customer device to present the co-browsing behavior associated with completing the task.
15. The system of claim 14 , wherein the processor is further configured to, in response to determining the first set of signals indicate the failure to complete that task:
monitor the automated co-browsing interaction, following transmission of the second set of signals, and determining therefrom, whether the second set of signals failed to complete the task; and
upon determining the second set of signals failed to complete the task, connecting the automated co-browsing interaction to an agent terminal operated by a human agent and causing the automated co-browsing interaction to include a third set of signals from the agent terminal.
16. The system of claim 14 , wherein the co-browsing behavior is a set of co-browsing behavior elements, the set of co-browsing behavior elements being in accord with the task.
17. The system of claim 16 , wherein at least one of the set of co-browsing behavior elements comprises a non-consequential error that mimics a human error.
18. The system of claim 17 , wherein the processor is further configured to access the at least one of the set of co-browsing behavior elements with a variable of at least one of frequency, severity, and type that when co-browsing behavior elements comprising the non-consequential error is presented on the customer device.
19. The system of claim 16 , wherein at least one of the set of co-browsing behavior elements comprises at least one of, a pointer movement, a pointer click, a pointer select, typing a text character, typing a command, highlighting a graphical behavior element displayed on the customer device, selecting a graphical behavior element displayed on the customer device, and movement of a graphical behavior element displayed on the customer device.
20. The system of claim 14 , wherein the processor is further configured to:
receive, as a portion of the first set of signals, a signal selecting human interaction and in response thereto, performing the connecting of the automated co-browsing interaction to an agent terminal of a human agent;
prior to connecting the automated co-browsing interaction to the agent terminal, receives a signal indicating availability of the human agent; and
cause the data storage to maintain a recording of the automated co-browsing interaction.