Co-browsing Streaming Flow

Co-browsing is the continuous transmission of video content between a customer and a server. The customer can start a Co-browsing session with a bank consultant or call center operator, receive real-time assistance during onboarding journeys by browsing and filling out information together with the consultant or operator.

Find below the Co-browsing streaming flow:

  1. The customer initiates a Co-browsing session.
  2. The FintechOS gateway sends instructions to the Co-browsing Service to create a Co-browsing session.
  3. The Co-browsing Service creates a session and sends the session ID back to the FintechOS gateway.
  4. The FintechOS gateway creates a unique token and sends the session information to the FintechOS Portal and the customer is added to the queue.
  5. When an operator picks up the customer's session from the queue, the FintechOS gateway sends the session ID and token to the customer.
  6. The customer uses the token to connect to the session.
  7. The Co-browsing session starts and the participants (customer and operator) can start interacting in real-time.

Let's take an example of an loan origination journey. The customer, John launched the journey on his laptop at home. After going through several steps, including identity verification, John now needs to choose the best loan offer for him. However, John needs help with picking an offer. John follows the next steps:

  1. From the customer journey, John initiates a Co-browsing request.
  2. The bank operator picks up the Co-browsing call from the queue.
  3. The bank operator then clicks Take call to join the Co-browsing session.

During the session, John can add more users to the session, like his wife if he decides to add a coborrower to the journey. John can also switch control to the bank operator, thus allowing them to assist by explaining each options available in the flow's step.

When given control, the bank operator gets the same permissions as the customer.

With real-time assistance from a bank operator, the customer is able to get all the information they need and complete the journey in good time.