A reader of SEW passed this video onto us. We had never seen it before so thought we would post it here to find out your reactions. The video is from 3, a mobile network in Europe that originally pioneered video calling.
To improve the online shopping customer service experience, the 3 team featured in the video created a multi-touch interface which can overlay onto a live video feed so that an online shopper can interact with a customer service assistant in real time. The multi-touch interface allows the customer service rep to demonstrate and compare products to the online shopper over a single video call.
As you can see in the video, the interface is like something out of a science fiction movie like Minority Report.
What is fascinating about this technology is that it hints at video conferencing's ability to disrupt product search. As the video notes, part of any shopping experience is dialogue and body language, which is one of the reasons that virtual worlds maintain appeal among web users.
Could advanced video conferencing technology eventually replace the search-box in some markets? With an e-commerce back end and CRM integration, it would be very easy for customer service teams to generate an efficient and relevant 'search experience' for online shoppers.
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