Instant agent

A system is described for setting up videoconferencing between a user 1, 3, 5 and an agent 13, 23, 33 with little or no downloads and configuration. A director 500, 1500, 2500 receives requests from users 1, 3, 5 on computing devices 200, 400, 700 for videoconferences through a website. A connection ID device 520 receives input from the user 1, 3, 5 as to which connection application 210, 220, 410, 710, 720 the user 1, 3, 5 is using. A platform selection device 530 then uses lookup device 531 to find compatible videoconferencing format of the connection application 210, 220, 410, 710, 720 in a compatibility table 533 and determines which video hosting platform 7, 9, 11, 12 employs this compatible videoconferencing format. A linking device 540 then sends a link to the video hosting platform 7, 9, 11, 12 to the user's computing device 200, 400, 700 and agent's computing device 300, 600 to connect and videoconference. In an alternative embodiment, a linking device 540 routes communications from the user's computing device 200, 400, 700 and the agent's computing device 300, 600 to/from the video hosting platform 7, 9, 11, 12. In still another embodiment, the software on the user's end may be in the form of an App which directly links to the director.

CROSS REFERENCE TO RELATED APPLICATIONS

Not applicable.

FIELD

The current invention relates to a system enabling a user to instantly and remotely video conference with a business associate to do business; and more specifically to a system enabling a user to instantly and remotely video conference with an insurance agent to start and service policies, without requiring setup by the user.

BACKGROUND

Several decades ago, it was common for an insurance agent to meet with prospective customers in person to explain different coverages, costs and answer questions. These meetings allowed the potential customer not only to gain information about the coverage and costs, but also allowed the potential customer to build trust in the agent, and develop a relationship with a specific agent who would service the policy over the course of many years.

In the current era of on-line insurance purchases, potential customers no longer receive the same advantages of the in-person meetings. Many have never seen or conversed with an agent. Also, each time a customer calls, they may be passed to different agents, and never develop a relationship with any particular one. Since there is no relationship, there is little trust in any of the personnel at the insurance company. The customer begins to feel isolated, anonymous and simply a small player in a large organization.

There have been many attempts to provide videoconferencing in a business setting. These usually require proper setup at the business's side, which is no problem, but also at the user's (customer's) side. If the customer is familiar with the business and trusts the business, the customer may allow downloads of software to set up his/her machine for the videoconference.

However, if the user is a potential customer, and has had little experience with the business, (s)he may be wary of downloading programs with which (s)he is unfamiliar. This may be plug-ins or extensions for browsers, as well as entire stand-alone programs. It is now well known that this is one of the ways that malware is introduced into computers. The malware can disrupt operation of the user's computer, as well as possibly, erase data or drives, or turn it into a ‘zombie’ robot that follows the direction of a remote computer, creates and releases viruses, collects financial and personal information, steals a user's identity, etc.

For these and other reasons, a user gets suspicious when required to download software. This does not help build trust, but breeds suspicion.

Other videoconferencing sites require one to start an account with the site. These require information designed to uniquely identify the user. Once identified, the user may be tracked through various websites and information collected on this user.

Again, the potential customer will begin to lose confidence in the business, possibly believing that the business is ‘stalking’ the user through cyberspace.

Almost all the videoconferencing sites require either a download of software, or setting up an account.

There are various software browsers used for communicating with a website. Some of these are not compatible with some video hosting websites. Therefore, if a potential customer tries to use a browser that is not compatible with the video hosting web service, it fails to connect. If the user is not very familiar with networking, they typically give up indicating that the system does not work. In the insurance market, agents typically deal with many who are unfamiliar with video hosting, networking and configuration of telecommunications. Many of these are older people who have little experience with on-line systems. Therefore, it is imperative that the system work with little input required from the user. This is also an aspect of building trust. The systems must be simple, work the first and every time with little input required by the user.

Currently, there is a need for a system which provides face-to-face meetings between potential customers and insurance agents, that is easy to operate, requires little input from the user and does not require risky downloads.

BRIEF SUMMARY

The present invention may be embodied as a system100,1000,2000for allowing videoconferencing between a user1,3,5and an agent13,23,33that does not require downloading of software, having a user's computing device200,400,700adapted to connect to a web server, and connect to a video hosting platform7,9,11,12and videoconference with other computing devices connected to the same video hosting platform7,9,11,12. It also has an agent's computing device300,600adapted to connect to a web server using a connection application210,220,410,710,720, and connect to a video hosting platform7,9,11,12and videoconference with other computing devices connected to the same video hosting platform7,9,11,12. The system includes a director500,1500,2500having a web server adapted to provide web pages upon receiving a request; a connection ID device520adapted to identify a connection application210,220,410,710,720of the user's computing device200,400,700; a platform selection device adapted to identify video hosting platforms7,9,11,12compatible with the browser currently used by the user's computing device200,400,700; and a linking device adapted to link the user's computing device200,400,700and the agent's computing device300,600to the compatible video hosting platform7,9,11,12.

The current invention may also be embodied as a method of providing video conferencing between a user1,3,5and an agent13,23,33following the steps of: (steps841-849) completing initial setup of the system100,1000,2000; (step805) selecting a web connection application210,220,410,710,720; (step807) using a user's computing device200,400,700to contact a website of an agent13,23,33; (step809) indicating that the user1,3,5would like to videoconference with the agent13,23,33; (step811) determining the connection application210,220,410,710,720being used by the user's computing device200,400,700; (step813) determining the current video format capabilities of the user's connection application210,220,410,710,720; (step813) looking up a compatible video hosting platform7,9,11,12in a compatibility table533; (step815) connecting the user's computing device200,400,700to the compatible video hosting platform7,9,11,12; (step817) connecting an agent's computing device300,600to the video hosting platform7,9,11,12to which the user's computing device200,400,700is connected; and (step819) videoconferencing the user's computing device200,400,700with the agent's computing device300,600in real time.

The current invention may also be embodied as a system100,1000,2000for allowing videoconferencing between a user1,3,5and an agent13,23,33that does not require downloading of software. The system includes a user's computing device200,400,700adapted to connect to a web server, and connect to a video hosting platform7,9,11,12and videoconference with other computing devices300,600connected to the same video hosting platform7,9,11,12. It also includes an agent's computing device300,600adapted to connect to a web server and to a video hosting platform7,9,11,12and videoconference with other computing devices connected to the same video hosting platform7,9,11,12. A connection ID device520identifies the connection application210,220,410,710,720type of the user's computing device200, and a platform selection device530identifies video hosting platforms7,9,11,12compatible with the connection application210,220,410,710,720currently used by the user's computing device200,400,700. A director500is included that has a web server510adapted to provide web pages upon receiving a request, and a linking device540adapted to link the user's computing device200,400,700and the agent's computing device300,600to the compatible video hosting platform7,9,11,12.

DETAILED DESCRIPTION

At least some of the following exemplary embodiments provide an improved system and method suitable for requesting, automatically configuring and participating in live videoconferences. Many other advantages and improvements will be discussed in more detail below, or will be appreciated by the skilled person from carrying out exemplary embodiments based on the teachings herein. The exemplary embodiments have been described particularly in relation to the insurance industry. However, it will be appreciated that the example embodiments may be applied in many other specific uses.

Theory

There are many videoconferencing services available. Some are browser-based and others use proprietary software clients at the user side.

For example, WebEx requires that a proprietary WebEx client be downloaded and configured for use. Another example is “GotoMeeting.com”. This also requires a download of software and configuration to use the service.

Similarly, there are other videoconferencing services that require the user to download proprietary client software to use the service.

“Appear.in” and “Megameeting.com” are two videoconferencing services that allow a user to connect to a videoconferencing service with a browser. “Appear.in” employs an RTC format for communications between the user and the Appear.in server.

Megameeting.com employs a different format and employs Flash technology by Adobe.

The three major browsers used are Firefox, Google Chrome and Microsoft's Internet Explorer.

There are numerous browser plug-ins and add-ons that can be downloaded and installed in the browsers which will allow the browsers to use these, and other videoconferencing services. However, as indicated above, one goal of the current invention is to reduce or eliminate the requirement of downloading and installing software. Users do not want to spend time and effort downloading and installing software. If a website requires them to do so, they will simply go to another website, and a potential customer is lost.]

For those who try to download and install software, they may incorrectly install it, or may configure it improperly. This may cause the site to function improperly, or not at all. The user, most probably, will go to a different website. Therefore, another potential customer is lost.

Browsers are now distributed with inherent capabilities and have pre-installed plug-ins. For example, Firefox is distributed with the capability of running RTC communications format with no additional plug-ins, add-ons, or extensions.

Therefore, Firefox is compatible with the communications format for Appear.in videoconferencing. However, Firefox, without modification, cannot run Flash-based videoconferencing of Megameeting.com.

Similarly, Chrome can run RTC format communications, but cannot run Flash-based videoconferencing service of Megameeting.

Internet Explorer, without modification, is capable of running the Flash-based Megameeting, but is not compatible with Appear.in.

Anyone using an iPhone, iPad or Apple laptop or Apple desktop computer would be running an entirely different set of software than any of those described above. This is because these are all based upon the Apple Operating System.

Facetime is an Apple proprietary videoconferencing service that runs on Apple mobile devices that run on iOS, and Macintosh computers that run Mac OS X (version 10.6.6 and later versions). Therefore, the company needs a device which runs iOS or Mac OS X to communicate with a potential client on an Apple device.

Therefore, the system should be capable of either automatically sensing the operating system and the type of browser that the user is running, or receiving input from the user as to this information. Then, the system must determine which videoconferencing service will be able to run with the user's unmodified browser.

Implementation

The current system is best used to service businesses which run more efficiently when the employees and potential clients have face-to-face meetings. It is explained in this application with respect to use in the insurance industry. However, it should be known that this system, with minor modification may be implemented in various other industries.

FIG. 1is a block diagram of one embodiment of a system in accordance with the present invention.FIG. 1shows the system100for providing live video conferencing between a plurality of users, user1, user3, user5and an agent11. User1interacts through a computing device200, which is shown here as a Windows or Android device.

Similarly, User5has a Windows or Android computing device.

User3has an iPod, iPad, iPhone, Macintosh or other iOS device, which are collectively referred to as an Apple device400.

At least one of users1,3,5using computing device200would like to communicate with agent11through the agent computing device300. The system is intended to provide video conferencing between the agent11and any of the users with little or no setup or configuration on the part of the users.

There are video hosting services and/or websites which provide services that can link users with the agent11to have video conference sessions. At least a few of these services will also allow agent11to share the output of the screen of computing device300with at least one of the users.

Web RTC-based video hosting service7is one type of video conferencing service such as the website known as “Appear.in”. This video hosting site performs video conferencing using RTC-based video format.

There are also video hosting services which use other communications formats. For example, video hosting service5, shown here as “Megameeting.com” uses Adobe Flash for video conferencing.

Both the web-RTC and Flash formats require connection through a web browser. Computing device200has an installed browser, shown here as Mozilla Firefox210and/or Google Chrome220. The current versions of both of these browsers have the capability of interfacing with web-RTC-based videoconference sites/service without requiring any downloads, plug-ins, or special configurations.

However, computing device700used by user5only has the Internet Explorer (IE) web browser710and a Microsoft Edge web browser. Even though IE710is compatible with web-RTC videoconferencing, it operates much better with Flash-based web services.

The Microsoft Edge browser720is intended to be compatible with the Microsoft video hosting platform12.

Microsoft Edge supports web-RFC video format. Below is a list of other video formats supported by Microsoft Edge.+

Apple device400is not compatible with Adobe Flash, and will not work with the Flash-based video hosting platform9. The Apple device400is also not compatible with the web-RTC service video hosting platform7.

Apple device600performs videoconferencing using the Apple proprietary Facetime Client410to communicate with the Apple video hosting platform11, without the need for a browser.

Computing device300used by Agent13must connect to the same video hosting platform to which the user has connected, in order to videoconference.

Therefore, if user5would like to videoconference with agent13, they should both connect to Flash-based video hosting platform9, since computing device700is only running Internet Explorer browser that works best with Flash-based video hosting format, and the Windows/Android device700cannot connect to the Apple video hosting platform11since it does not run the iOS Operating System.

FIGS. 3A and 3Btogether are a simplified flowchart illustrating the major steps of a process according to the current invention. The embodiment ofFIG. 1will now be explained in connection withFIGS. 1, 3A, and 3Bto indicate the structure and functioning of the system according to one embodiment of the present invention.

The process starts at step801inFIG. 3A. In step803, the computing device300identifies if the system went through the setup process as set forth inFIG. 3B.

Assuming that setup has been completed (“yes”), processing continues at step805.

In step805, the user selects a browser and starts it.

In step807, user1connects through the selected browser running on computing device200, to a website linking the user's computing device200to a director500, which may be a web server.

In step809, user1provides input indicating that the user would like to have a video conference with the agent13. The user1may do this by selecting a button on the website screen requesting a video conference. User1may also indicate which connection application they would like to use for video conferencing. This may be a browser, Facetime client or software compatible with the Facetime client.

In step811, if a valid connection application has not been provided by user1, or if no connection application has been provided by user1, director500determines which connection application is being used. This may be done by asking the user to provide input identifying the connection application being used. Alternatively, a device inside of the director500can analyze the signal provided by the connection application to determine which type it is.

Also in step811, the director500looks up the connection application in the compatibility table created during setup, to determine the format to use for videoconferencing.

In step813, director500looks up compatible video hosting service platforms in the compatibility table for the connection application/operating system being used.

In the embodiment ofFIG. 1, Director500makes a connection between the user's computing device200and the compatible video hosting service platform7,9,11,12found in the compatibility table, as indicated in step815.

In step817, director500also makes a connection between the agent's computing device300and the same video hosting platform7,9,11,12to which computing device200is connected.

In step819, user1and agent13are able to freely video conference. In this embodiment, all communications are passing through director500in both directions.

In step821, the agent13has the ability to run programs and share screens with user1. Agent13may then run software to calculate premiums and coverage and share the results with user1.

In step823, either user1or agent13may indicate that the session is over.

In step825, the connections are ended, and processing stops at step827.

In the event the session is not done in step823“no”, in step829it is determined if the system has timed out. If so, “yes”, step825is executed.

If in step829, it is determined that there has not been a time-out, then processing continues at step819.

Referring now back to step803ofFIG. 3A, if it is determined that setup has not yet been completed (“no”) then processing continues at step841ofFIG. 3B.

In step841, the connection application that the system is to support is determined. This may be browsers such as Google Chrome, Mozilla Firefox and Internet Explorer. For the Apple iOS systems, this will be Facetime or compatible software.

In step843, it is determined which format capabilities each supported browser has. This will be the capabilities it has in its current common distribution. Some of these have built-in capabilities, or are distributed with pre-installed plug-ins, extensions or add-ons. Specifically, it is determined which video conferencing formats each can support straight ‘out of the box’. This is typically how a user, and more specifically, a less sophisticated user employs their browser.

In step847, a plurality of web hosting platforms7,9,11,12that may potentially be used are identified and their formats noted. Those having formats which match the formats of the browsers, and in the case of an Apple device, which match the Apple video format of Facetime client, are determined.

In step849the web hosting platforms7,9,11,12that have formats compatible with the supported browsers or Facetime client are entered into a compatibility table along with their format. There is also at least one entry for Apple devices using Facetime client.

Processing then continues at step805ofFIG. 3A.

The above description is for illustrative purposes and describes user1connecting to the system for videoconferencing with the agent13. However, the other users may also connect through the system and connect with agent13, in turn.

FIG. 2is a block diagram of another embodiment of a system in accordance with the present invention. In this embodiment, director500sends a link to computing device200, allowing computing device200to directly connect to video conferencing platform3, instead of connecting through director500.

Also, computing devices300,400,600, and700may receive links from director1500which allow them to directly connect to compatible video hosting platforms7,9,11,12.

FIG. 4is a block diagram of still another embodiment of a system in accordance with the present invention. In this embodiment, instead of a single agent13, there are now a plurality of agents13,23,33, etc.

Each of these agents has a corresponding computing device similar to that of computing device300. Each is allowed to videoconference and share screens with one or more of the users.

Director2500is shown inFIG. 4receiving and routing signals to and from video hosting platforms7,9,11and12. It is understood thatFIG. 4can be modified to provide links to the user computing devices200,400,700to allow them to directly connect to the video hosting platforms7,9,11,12, as was described above.

In still another embodiment, instead of browsers or connection application, computing devices200,400,700may have an App which is ‘hardwired’ to connect to the director500,1500,2500. The App may include all the features described above and additionally include links to insurance carrier websites800. In this manner, the users1,3,5can video conference with agents13,23,33, etc. They also can run host application340to show various information/graphics on the screens of the computing devices200,400,700.

The App can also have an interface to link to and interact with websites of various insurance carriers, such as Travelers, Progressive, etc. This can all be done without the user having to know and type in the insurance company's URL, the insurance carrier's URL, the user's insurance policy number, etc. This will provide quick and accurate information to the user with minimal effort.

FIG. 5is a more detailed illustration of an embodiment of a director500compatible with the current invention. In this embodiment, requests for the agent's web pages are sent by the user's computing device200,400,700to the director500.

Web page server510receives the request and ‘serves’ the web pages to the requesting computing device200. User1selects a button requesting a videoconference with agent13.

In at least one embodiment, a browser ID device520also receives the request from computing device200. It analyzes the request and determines if it is an Apple device400, or other device. If it is an Apple device, then this determination is sent through lookup device531to linking device540for connection to Apple video hosting platform11ofFIGS. 1, 2 and 4. This connection may be through the director500,2500as shown inFIGS. 1 and 4, or may be a direct link between the user's computing device400and the Apple video hosting platform11, as shown inFIG. 2.

Lookup device531, knowing the browser type, then looks up compatible formats and video hosting platforms7,9,11,12in the compatibility table533which employ these compatible formats, and hyperlinks to these video hosting platforms7,9,11,12.

An example of a compatibility table is shown below.

Linking device540then may send one of the links to the user's computing device200to make a direct link to the video hosting platform7,9,11,12.

Alternatively, there may be a return link in which the user's computing device200makes a connection back to the director after a videoconferencing session is completed.

Alternatively, linking device540may make its own connection to the video hosting platform7,9,11,12and function to pass video communication between the video hosting platform7,9,11,12and the user's computing device200.

In alternative embodiments, functions of the director may be moved to, and performed by the computing device300and/or Apple device600.

When user3requests a video conference, the director500,1500,2500directs both the Apple device400of user1and the Apple device600of agent13to connect using Facetime client to Apple video hosting platform11.