Techniques are presented herein that introduce a screen share (content) perception artificial intelligence (AI) capability to a call center environment, making the delivery of call center-based services more straightforward, accurate, and efficient. Aspects of the presented techniques support ways in which content, such as might be obtained during a screen sharing session, may be utilized to aid in a diagnosis phase (during which a user’s problem may be understood, with the benefit of shared screens), a solution development phase (during which a solution to the user’s problem may be generated), and a problem-solving phase (during which easy-to-follow visual instructions may be provided to the user to address the user’s problem).

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.