Visual engagement using automatically dynamically selected visualization mediums

• Main Authors: Baker, Richard L, Hardebeck, Edward F, Martin, Tom, Mendez, Deborah
• Format: Patent
• Language: English
• Published: 22.08.2023
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

A method and apparatus for visual engagement using automatically dynamically selected visualization mediums is described that will allow visual engagement via visual engagement sessions between customers and agents regardless of the type of application in use at the customer. Calls between customers and agents are implemented using the Public Switched Telephone Network (PSTN) or Voice over Internet Protocol (VoIP), and visual engagement sessions are added to the calls, which enables visual engagement to occur without requiring modification of the manner in which calls are handled (routed) and bridged at the call center. In some embodiments, to enable an agent to see an output of an application client in use by a customer, a visualization system automatically selects one or more types of visualization technology for a visualization session with the customer based on the type of application client in use at the customer.