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7 Business Trends for Successful Visual Engagement

Ashwin Venkatesh
Principal Product Manager, Oracle CX

Mobile is the king form of consumer engagement, providing the quality real-time engagement consumers demand. This blog continues the discussion of how brands must augment their real time channels to harvest the benefits discussed in Humanize Your CX Strategy with Visual Engagement and The ROI of Visual Engagement.

Let’s review 7 top video trends that can help brands’ support organizations deliver sophisticated, state-of-the-art customer experiences.

1 - Seamless Transition to Visual Engagement

Consumers that engage with service teams through a phone call or an online chat need to leverage real-time engagement with the same agent during the entire interaction. The agent and the customer need to be able to intuitively transition to video engagement from their channel/device. For example, in the Field Service arena, field technicians often need to demonstrate a problem to another agent and thus transition their call to video to achieve quicker problem diagnostics and resolution. Similarly, buyers shopping on a retail web site may need co-navigational assistance augmented to a phone call to make an informed purchase. 

2 - Privacy Control for Video Streaming

Certain video streaming tools provide the ability for service agents to engage with customers.  But, compliance rules may regulate the privacy settings for such video streaming. Based on these privacy policies, service teams may need to enforce one-way video, keeping in mind the relevance of the video engagement, particularly if it is the consumer who intends to demo a problem.

Alternatively, a common scenario may be where the consumer needs to view the agent’s video in order for the agent to demo a solution, review an inventory of items prior to purchase, or when the consumer doesn’t want to stream video for privacy reasons.

3 - In-App Video Integration

Companies expect to be able to embed video engagement into their applications without ever compromising look, feel and performance. This enables consumers to easily contact customer service for video support with the fewest possible clicks. To build global customer adoption, vendors often publish a list of Android and iOS In-App SDK’s that enable seamless integration of video experience into the mobile apps of companies.

4 - Video Recordings and Transcriptions

Within certain industry sectors, companies will need the ability to record client-based video interactions, subject to consumer consent. The need for recording comes with a set of stringent compliance requirements. For example, adherence to the General Data Protection Regulations requires companies doing business in the EU to ensure that all forms of confidential data, which includes video and audio recordings, are securely stored locally on servers within the respective countries, with advanced data encryption for security. Assuming this compliance, companies can leverage the outcomes of video recordings for several agent efficiency initiatives such as quality management, auditing and audio transcription.

5 - Visual Annotations

Ongoing video interactions enable agents to identify problematic appliance parts or configurations during a session. This effective tool aids consumers in visually separating out the agent’s diagnosis on a problematic appliance or object from the broader video display. This enables the consumer to quickly engage on the specific problem for quicker resolution. 

6 - Immersive Experiences

Basic video engagement is an effective engagement channel that can help companies compete, differentiate and innovate in order to drive revenue. Companies can augment their video offerings with Augmented Reality (AR) and Mixed Reality (MR) experiences for both their mobile consumers as well as their field service technicians.  

AR creates a digital twin of the real object in focus and enables field technicians to virtually break apart the object for diagnostic work, view contextual information on each part, diagnose and fix real problems with precision.

7 - Conversational Video Bots

Chatbots in particular serve as a cost-effective means of virtual assistance with self-service. Artificial Intelligence (AI) and Machine Learning (ML) innovation empower conversational video bots with engagement skills identical to that of a physical agent. This results in a queue of virtual video agents that serve consumers with more precision developed through gradual knowledge influx, natural language processing and deep learning.

What other CX trends can be improved with video? 

Companies expect tools for video engagement to be equivalent with what’s available for voice and digital channels. This includes video conferencing, video transfers, video surveys and capabilities alike

Oracle’s video solutions cater to multiple industry segments by providing out-of-the-box and extensible capabilities while also providing a robust omnichannel platform for continued video innovation. For more information on the capabilities of Oracle’s video solutions, please explore Oracle Service Cloud Video Chat and Live Experience Cloud.









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Comments ( 1 )
  • Karthik Babu Wednesday, January 15, 2020
    great summary, thank you Ashwin.
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