METHOD FOR ESTABLISHING A REMOTE COMMUNICATION SESSION
A data processing system which includes a first device that receives a service request from a first communication session participant. The system initiates a communication session between the first device and a second device. The first device transmits a first image to the second device. The second device creates a second image based on the first image. The second device displays the second image to a second communication session participant. The second device receives user input data from the second communication session participant. The user input data is a selection of pixels on a display screen of the second device. The second device calculates corresponding pixels on a display screen of the first device. The second device creates a control message based on the corresponding pixels and transmits the control message to the first device. The first device performs an action based on the control message to provide a service.
1 . A computer-implemented method for establishing a remote communication session, the method comprising the steps of:
a first device receiving a service request from a first communication session participant,
the first device displaying a first image,
initiating a communication session between the first device and a second device based on the service request,
the first device transmitting the first image to the second device,
the second device determining a second image based on the first image, and
the second device displaying the second image to a second communication session participant.
2 . A method as claimed in claim 1 wherein the service request comprises a request for assistance operating the first device.
3 . A method as claimed in claim 1 wherein the first device comprises at least one of a teller machine, a cash dispenser device, a printer device, a display device, a user interface device, a document scanner device, or an Internet of Things (IoT) enabled device.
4 . A method as claimed in claim 1 wherein the first communication session participant comprises a customer.
5 . A method as claimed in claim 1 wherein the method comprises the step of determining the second device based on the service request.
6 . A method as claimed in claim 1 wherein the second communication session participant comprises at least one of a bank teller, an automated machine, a machine learning tool, a computer program, a financial sales agent, a customer support person, a retail sales agent, or a hospitality sales agent.
7 . A method as claimed in claim 1 wherein the second image is a visual reproduction of the first image.
8 . A method as claimed in claim 1 wherein the second image is an augmented image based on the first image.
9 . A method as claimed in claim 1 wherein the method comprises the step of the second device receiving user input data from the second communication session participant.
10 . A method as claimed in claim 9 wherein the user input data comprises selection of one or more pixels on a display screen of the second device.
11 . A method as claimed in claim 10 wherein the method comprises the step of the second device determining one or more corresponding pixels on a display screen of the first device.
12 . A method as claimed in claim 11 wherein the method comprises the step of the second device determining a control message based on the one or more corresponding pixels.
13 . A method as claimed in claim 12 wherein the method comprises the step of the second device transmitting the control message to the first device.
14 . A method as claimed in claim 13 wherein the method comprises the step of the first device performing an action based on the control message to provide a required service to the first communication session participant.
15 . A method as claimed in claim 9 wherein the method comprises the steps of:
the second device determining an assistance message based on the user input data, and
the second device transmitting the assistance message to the first device.
16 . A method as claimed in claim 15 wherein the method comprises the step of the first device providing output data to the first communication session participant based on the assistance message.
17 . A method as claimed in claim 16 wherein the output data comprises at least one of video data, image data, audio data, text data, or haptic data.
18 . A method as claimed in claim 16 wherein the method comprises the step of the first device receiving user input data from the first communication session participant to control operation of the first device to receive a required service.
19 . A data processing system for establishing a remote communication session, the system comprising a first device, a second device, and a processor configured to:
receive a service request from a first communication session participant at the first device,
display a first image at the first device,
initiate a communication session between the first device and the second device based on the service request,
transmit the first image from the first device to the second device,
determine a second image based on the first image, and
displaying the second image at the second device to a second communication session participant.
20 . A computer program product stored on a non-transitory computer readable storage medium, the computer program product comprising instructions capable of causing a computer system to perform a method as claimed in claim 1 when the computer program product is executed on the computer system.