WO2019234462A1

WO2019234462A1 - System and method for providing visual collaboration, in particular virtual customer service between remote persons

Info

Publication number: WO2019234462A1
Application number: PCT/HU2019/050027
Authority: WO
Inventors: David Brian BLUNCK
Original assignee: Vivien Solutions Kft.
Priority date: 2018-06-06
Filing date: 2019-06-06
Publication date: 2019-12-12
Also published as: HUP1800193A1

Abstract

The object of the invention relates to a system (100) for providing visual collaboration, particularly virtual customer services between remote persons, which system (100) contains a first terminal point (10a) provided with image and sound recording means, and a second terminal point (10b) connected thereto via a data communication channel, the essence of which is that the first terminal point (10a) contains a first projector (24a), a document camera (26a), a first face camera (28a), a first two-way mirror (22a) arranged at an angle in front of the first face camera (28a), a first display (30a) reflecting on the first two-way mirror (22a), a first microphone (31a) and loudspeaker (32a), as well as a first computer unit (35a); and the second terminal point (10b) contains a second face camera (28b), a second two-way mirror (22b) arranged at an angle in front of the second face camera (28b), a display system (29) having a second display (30b) reflecting on the surface of the second two-way mirror (22b), as well as a second computer unit (35b) in a data connection with the second face camera (28b), the display system (29), the second microphone (31b) and second loudspeaker (32b) and connected to the first computer unit (35a) via a data communication channel (11). The object of the invention also relates to a method for visual collaboration, particularly virtual customer services between at least one local and at least one remote person located remotely from each other.

Description

System and method for providing visual collaboration, in particular virtual customer service between remote persons

The object of the invention relates to a system for visual collaboration, particularly virtual customer services between remote persons (persons located remotely from each other), which system contains a first terminal point provided with image and sound recording means, and a second terminal point connected thereto via a data communication channel.

The object of the invention also relates to a method for visual collaboration, particularly virtual customer services between remote persons, including at least one local and one remote person.

As a consequence of the development of information technology numerous solutions have been created with which audio-visual communication may be created between remote persons. The simplest and most widespread method for this may be provided with the use of chat applications (e.g. Skype, Windows Messenger, etc.), which are installed onto computers, smartphones or tablets supplied with a microphone and webcam that are in a network connection with each other. An application similar to the above was introduced by the Apple company called FaceTime, which was particularly developed for portable devices (smartphones and tablets). In the case of these solutions, although the recordings made by the cameras and microphones appear on the other device after a short delay, and continuous communication is generally ensured between the users, the emphasis is primarily placed on the creation of the remote connection and not on a realistic solution. This is partially a result of the limited hardware characteristics of the devices (small display, low quality microphone, camera), and partially a result of the purpose of use (mainly by private individuals).

The above solutions were created mainly to meet the demands of the general public, however more developed systems also exist, such as the videoconference systems of the Polycom or the Avaya companies, or the widely known Skype for Business, and the WebEx video communication solution of the Cisco company. The essence of these is that the user sets up a direct communication channel via a live video and sound connection using devices and software dedicated for this purpose with a person or persons at one or more remote locations also using similar dedicated technology. In the case of these solutions the parties see and hear each other, however, the primary objective is not the provision of the experience of presence. These systems may be used, for example, for work meetings set up by the connection of remote locations, or for the creation of consultant points. In certain countries and markets such solutions and their further developed versions have been used for several years in order to optimise costs in the banking or insurance sectors. The essence of these so-called telepresence solutions (e.g. Cisco Telepresence; Avaya Scopia, Huawei Max Presence) is that a videoconference station is located in the customer services room or in a separate room connected thereto, and when seated in front of it the customer can talk to an advisor specialised in the given subject seated in a geographically remote location from him/her using a video and sound channel in an environment similar to an in- person, live meeting about banking or insurance services. In the case of these solutions provision of an experience close to reality is one of the determinant characteristics. Here again it is only in the bank sector solution, mostly in Asian countries, that bank cash machines (ATMs) are provided with a video connection (small sized monitor and microphone) with which the customer is able to get into contact with the bank’s customer services via the ATM.

The disadvantage of the solutions presented above is that they do not provide real customer services, as only communication takes place through the audio-visual channel created, irrespective of its quality, any other administration in connection with products takes place in the given bank branch in person. In other words, the current videoconference systems are characteristically not adapted to provide collaboration between the parties, for the interactive sharing of documents, and so for carrying out complex customer services tasks. However, reaching the distant customer services that can only be visited at the cost of time and money, yet are viewed as basic locations from the point of view of everyday life, frequently causes difficulties for those living in more isolated places or regions.

The objective of the invention is the provision of a system and method that is free of the disadvantages of the solutions according to the state of the art. The objective of the invention is the provision of a system and method that make complex, near in-person customer services administration possible between remote persons in a cost-effective way that provides a high customer experience.

The objective of the invention is also for the parties to be able to share documents or any content with each other without the use of auxiliary devices using the same technique as in real customer services, and so that the parties’ documents can be compared and“placed next to one another”.

The objective of the invention is also for eye contact to be created during the audio-visual communication between the parties located remotely from each other thereby increasing the experience of a meeting in person.

The task was solved in accordance with the invention with the system according to claim 1 and with the method according to claim 9.

Further preferred embodiments of the invention are determined in the dependent claims.

Further details of the invention will be explained by way of exemplary embodiments with reference to figures, wherein:

Figure 1 depicts a schematic arrangement of the system according to the invention,

Figure 2a depicts a schematic side view of an exemplary embodiment of a first terminal point according to the invention,

Figure 2b depicts a schematic side view of the embodiment of the first terminal point according to the invention shown in figure 2a,

Figure 2c depicts a schematic perspective view of the embodiment of the first terminal point according to the invention shown in figure 2a,

Figure 3a depicts a schematic side view of an exemplary embodiment of a second terminal point according to the invention,

Figure 3b depicts a schematic side view of another exemplary embodiment of a second terminal point according to the invention,

Figure 4 depicts a schematic side view of the embodiment of the second terminal point according to the invention shown in figure 3a.

The system 100 according to the invention is for providing visual collaboration, particularly virtual customer services between remote persons, the schematic arrangement of which may be seen in figure 1. The system 100 contains a first terminal point 10a provided with image and sound recording means, and a second terminal point 10b connected thereto via a data communication channel 1 1 . In the context of the present invention data communication channel 1 1 is understood to mean a channel or set of channels provided within the framework of a communication network, such as a wired and/or wireless local area network (LAN), or a global information technology network, particularly the Internet 1 1 a, also a mobile telecommunication network operated according to the 3G or 4G standard, a GSM network, etc., as is obvious for a person skilled in the art. In the present specification the concept of customer services is used in a broad sense to include, for example, all types of official or other administration (such as submitting, requesting and issuing documents, etc.), purchase transaction administration (such as ordering, receiving and paying for, etc. goods), or even administration relating to personal services (such as medical or non-medical tests/treatment, advice, etc.).

The first and second terminal points 10a, 10b connected to each other via the data communication channel 1 1 are located at a physical distance from each other, such as in various rooms of a building, in various settlements, different countries, or even on different continents.

The first and second terminal points 10a, 10b according to the invention are understood to mean the physical stations built for the users of the system 100, which are presented in detail below with reference to the individual figures.

The first terminal point 10a according to the invention contains a hollow first supporting structure 16a having one or more first side walls 12a and a first front portion 15a with a first opening 14a, and a first work desk 18a provided at the first front portion 15a, preferably secured to the first supporting structure 16a. The location and method of use may influence the actual form and dimensions of the supporting structure 16a. In the case of the exemplary embodiment shown in figures 2a to 2c, the side walls 12a are flat planar panels, which may be made, for example, from materials customarily used in the furniture industry (e.g. fibreboard, MDF, etc.), or even from metal panels (e.g. aluminium sheet), which provide suitable strength for the supporting structure 16a. In the case of this embodiment the front portion 15a is also a planar panel, the material of which is preferably the same as the material of the side walls 12a, and which together delimit the internal space of the supporting structure 16a. The internal space of the supporting structure 16a is preferably coated with a coating reducing light reflections, such as black paint.

The individual elements may be secured to each other using any known fixing technique (e.g. with dowels, dovetail joints, screws, straps, etc.), as is known to a person skilled in the art. It should be noted that optionally an embodiment is conceivable in the case of which the side walls 12a and the front portion 15a are formed from a single element, and also embodiments in the case of which the supporting structure 16a contains a frame structure, and the side walls 12a and the front portion 15a are secured to the frame structure. The work desk 18a is preferably a horizontal planar panel formed similarly to a table top, which is arranged outside the internal space of the supporting structure 16a, at the front portion 15a, under the opening 14a. In the case of the embodiment of the terminal point 10a according to the invention shown in figures 2a to 2c, the side walls 12a protrude beyond the plane of the front portion 15a, and the work desk 18a is secured to the front portion 15a and the protruding parts of the side walls 12a. Naturally, embodiments are conceivable in the case of which the work desk 18a is not secured to the supporting structure 16a, instead it stands on legs, for example, and others in the case of which the work desk 18a is formed from the front portion 15a, for example.

Optionally, the supporting structure 16a may contain other elements, such as a first cover flange 19a secured to the side walls 12a, and/or first side covering elements 20a. The material of the cover flange 19a is preferably the same as the material of the side walls 12a or front portion 15a (e.g. MDF). The covering elements 20a are preferably frosted acrylic glass or frosted glass, which prevent viewing of the work desk 18a. In the case of a preferred embodiment one or more first light fittings 17a, preferably LED light sources are arranged on the front portion 15a, the cover flange 19a and/or the cover elements 20a for illuminating the area in front of the first front portion 15a.

The terminal point 10a according to the invention contains a first projector 24a for displaying video or still images on the first work desk 18a, and one or more document cameras 26a arranged above the work desk 18a for recording the image of the first work desk 18a. The projector 24a is understood to mean a video projector, otherwise known as a digital projector, that is capable of processing a digital video signal, and projecting its corresponding image onto the work desk 18a through its lens. The projector 24a may be a projector using any known technology (e.g. DLP, LCD, laser projector, etc.), as is obvious for a person skilled in the art. In the case of the embodiment shown in figure 2a, the projector 24a is arranged above the first work desk 18a, behind the cover flange 19a, and is secured to the upper side wall 12a of the supporting structure 16a. In the case of this embodiment the work desk 18a is made from a non-transparent material, such as furniture panel, the surface of which reflects the projector light as a projector screen. It should be noted that, optionally, embodiments are conceivable in the case of which the work desk 18a is made from a translucent, frosted material, such as acrylic glass or glass, and the projector 24a is arranged underneath the work desk 18a. In this case the projector 24a projects from below onto the lower surface of the work desk 18a, and the projected image may be viewed from the other (upper) side of the work desk 18a.

The one or more document cameras 26a are arranged above the work desk 18a, preferably behind the cover flange 19a. In the context of the present invention document camera 26a is understood to mean a digital device for transforming, transmitting, and, optionally, recording moving images in electronic form provided with a lens system and electronic image forming sensor, which may be, for example, a commercially available Kurokesu C1 type camera. The document camera 26a is preferably arranged in a fixed position as compared to the work desk 18a, in other words its optical axis is also fixed. The optical axis of the document camera 26a is preferably perpendicular to the surface of the work desk 18a in such a way that the field of view of the document camera 26a and the image projected by the projector overlap.

The terminal point 10a according to the invention has a face camera 28a, with a substantially horizontally adjusted optical axis, facing the outside through the opening 14a of the first front portion 15a and adapted for producing images of the area in front of the front portion 15a, which face camera 28a is preferably arranged in the interior of the first supporting structure 16a. It should be noted that, optionally, an embodiment is also conceivable in the case of which the face camera 28a is arranged outside of the supporting structure 16a, behind its rear side wall 12a. In this case the rear side wall 12a is provided with a transparent section (e.g. a window made by cutting out, from glass or acrylic glass, etc.) for the face camera 28a. The face camera 28a, similarly to the document camera 26a, is understood to mean a digital camera, preferably a full HD resolution camera, which, optionally, may also be a camera of the same type as the document camera 26a (e.g. Kurokesu C1 ).

A first two-way mirror 22a is arranged behind the first opening 14a of the first front portion 15a, inside the first supporting structure 16a, between the first face camera 28a and the first opening 14a,

which makes an angle vertically with the imaginary plane set perpendicular to the substantially horizontal optical axis of the first face camera 28a. In the case of the embodiment shown in figure 2a, the angle between the mirror 22a and the perpendicular plane is approximately 45 degrees, but, optionally, angles other than this are also conceivable. In the case of this embodiment the upper part of the mirror 22a is closer than its lower part to the front portion 15a (hereinafter: positive angle). Optionally, embodiments are conceivable in the case of which this is precisely the reverse, in other words the mirror 22a is set at an angle to the plane perpendicular to the optical axis of the face camera 28a in such a way that the lower part of the mirror 22a is closer to the front portion 15a (hereinafter: negative angle).

In the present specification two-way mirror 22a is understood to mean an optical element the surface of which is transparent from the one side and transmits a part of the light incident on it, and the other side of the surface reflects the image projected onto it as a conventional mirror, as is known by a person skilled in the art. The mirror 22a may be made, for example, from glass or other light-transmitting material (such as acrylic glass or PET), onto which a special dark film or coating is applied. In the case of the embodiments shown in figure 2a to 2c, the mirror 22a is formed as a planar panel.

A first display 30a is arranged inside the first supporting structure 16a, on the side of the first two-way mirror 22a opposite to the face camera 28a, adapted for displaying a still or video image for example 13 cm deep as compared to the work desk 18a, reflecting on the surface of the two-way mirror 22a facing the first opening 14a. The screen 30a may be, for example, a display based on IPS or TFT LCD, or OLED technology with background illumination, preferably a full HD resolution display, but, naturally, any other known display type is conceivable, as is obvious for a person skilled in the art. The size of the first display 30a is preferably 40 to 50 inches, even more preferably 42 to 49 inches. In the case of the embodiment presented in figure 2a, the screen 30a is arranged on the side of the positive angle mirror 22a opposite to the face camera 28a, under the mirror 22a in such a way that the mirror image 23 of the image displayed by the screen 30a reflecting from the surface of the mirror 22a facing the opening viewed through the opening 14a is as if it were created behind the mirror 22a (see figure 2c). If the mirror 22a is set to a negative angle, the screen 30a is arranged above the mirror 22a, in accordance with the above.

The terminal point 10a according to the invention contains a first microphone 31 a adapted for recording sound and a first loudspeaker 32a for playing sound, as well as a computer unit 35a adapted for sending, receiving and processing data, which is in a data connection with the first projector 24a, the first document camera 26a, the first face camera 28a, the first display 30a, the first microphone 31 a and the first loudspeaker 32a. The microphone 31 a may be a separate microphone located on the supporting structure 16a, preferably optimised for recording speech, or even a built-in microphone integrated into the loudspeaker 32a. The concept of computer unit 35a is interpreted broadly in the present specification, and is understood to mean all hardware devices adapted for receiving, processing and storing data and for transmitting the processed digital data electronically. In the case of a particularly preferred embodiment the computer unit 35a is formed as a personal computer containing a hard drive for storing the received data and computer programs, and a central processing unit (processor) for processing the received data and running the computer programs. In addition to the conventional elements (e.g. direct access memory, network card, etc.) the computer unit 35a may optionally contain another one or more input devices (such as a keyboard, mouse, etc.), and may contain an interface serving as both an output and input device (such as a CD/DVD writer/reader, etc.), as is obvious for a person skilled in the art. The computer unit 35a is in a data connection with the first projector 24a, the at least one first document camera 26a, the first face camera 28a, the first display 30a, the first microphone 31 a and the first loudspeaker 32a. The data connections may be wired or, optionally, wireless (e.g. WiFi, Bluetooth, etc.) connections, as is known to a person skilled in the art. Via the data connections the computer unit 35a is able to receive the data generated by the document camera 26a, the face camera 28a or, for example, the microphone 31 a, and is capable of transmitting the data to the devices in a data connection therewith. In the case of a preferred embodiment, the first terminal point 10a is provided with one or more first proximity sensors 36a for detecting the presence of a person at the first front portion 15a and that are in a data connection with the first computer unit 35a. The proximity sensor 36a may be, for example, a sensor, well known to a person skilled in the art, operating on an optical principle (using infra red LED), which, on detecting persons in the proximity of the front portion 15a, sends a signal to the computer unit 35a. Optionally, the first terminal point 10a may be provided with further supplementary peripheries for carrying out administration, such as a POS adapted for performing bank card transactions, PayPass terminal, and/or a digital signature pad enabling the remote signing of contracts known to a person skilled in the art.

The system 100 according to the invention contains a second terminal point 10b connected to the first terminal point 10a via a data communication channel 1 1. The second terminal point 10b has a hollow second supporting structure 16b containing one or more second side walls 12b and a second front portion 15b provided with a second opening 14b, as can be seen, for example, in figures 3a and 3b. The side walls 12b and the front portion 15b may be preferably formed according to that explained in connection with the side walls 12a and front portion 15a. The internal space of the supporting structure 16b, similarly to the internal space of the supporting structure 16a, may be provided with a coating that reduces reflection, such as black paint. In the case of a preferred embodiment, the second terminal point 10b has a second work desk 18b, similar to the work desk 18a, provided at the second front portion 15b, preferably secured to the second supporting structure 16b. The supporting structure 16b may also be provided with other elements, such as a second cover flange 19b secured to the side walls 12b, and/or second side covering elements. In the case of a preferred embodiment, one or more second light fittings 17b, preferably LED light sources are arranged on the front portion 15b, on the cover flange 19b and/or the covering elements, for illuminating the area in front of the second front portion 15b.

The terminal point 10b according to the invention has a second face camera 28b having a substantially horizontal optical axis and facing the outside through a second opening 14b of the second front portion 15b, which is adapted for taking pictures of the area in front of the front portion 15b, and which is preferably arranged inside the second supporting structure 16b. Even in the case of the second terminal point 10b, the face camera 28b may be arranged outside of the supporting structure, behind its rear side wall, for example, as presented previously. The face camera 28b may also be a Kurokesu C1 type camera, for example. It should be noted that, optionally, embodiments are conceivable in the case of which the terminal point 10b contains a second projector 24b for displaying video or still images on the second work desk 18b and which is similar or of an identical type to the projector 24a (see figure 3b).

A second two-way mirror 22b is arranged behind the second opening 14b of the second front portion 15b, inside the second supporting structure 16b, between the second face camera 28b and the second opening 14b, which second two-way mirror 22b formes an angle vertically with an imaginary plane that is perpendicular to the substantially horizontal optical axis of the second face camera 28b. It should be noted that the mirror 22b is understood to mean a two-way optical element that is similar or identical to the mirror 22a. In the case of the embodiments depicted in figures 3a and 3b the angle between the mirror 22b and the plane perpendicular to the optical axis of the face camera 28b (not shown in the figure) is approximately 45 degrees, but, optionally, angles other than this are also conceivable.

The terminal point 10b according to the invention contains a display system 29 having a second display 30b inside the second supporting structure 16b, arranged on the side of the second two-way mirror 22b opposite the second face camera 28b, adapted to display still or video images, and reflecting on the surface of the second two-way mirror 22b facing the second opening 14b. The size of the second display 30b is preferably between 20 to 40 inches, even more preferably between 23 to 40 inches.

In the case of a particularly preferred embodiment, the display system 29 contains one or more auxiliary screens 30b’ arranged at the second front portion 15b. The one or more auxiliary screens 30b’ may be, for example, conventional screens based on IPS or TFT LCD, plasma or OLED technology with background illumination, such as a computer monitor, or, optionally, a touch screen as well. The one or more auxiliary screens 30b’ may be arranged on the work desk 18b, for example. It should be noted that, optionally, embodiments are conceivable in the case of which the display system 29 only physically contains a single screen 30b, and the one or more auxiliary screens 30b’ are created virtually using the screen 30b with“Picture-in-Picture (PIP) technology in a way known to a person skilled in the art.

The terminal point 10b according to the invention contains a second microphone 31 b adapted for recording sound and a second loudspeaker 32b for playing sound. The microphone 31 b may be a separate microphone located on the supporting structure 16b, preferably optimised for recording speech, or even a built- in microphone integrated into the face camera 28b or the loudspeaker 32b. The loudspeaker 32b may also be created as a separate unit, or optionally as a loudspeaker built into the projector 24b. Optionally, an embodiment is also conceivable in the case of which the microphone 31 b and the loudspeaker 32b are formed as an integrated headset.

The terminal point 10b contains a second computer unit 35b adapted for sending, receiving and processing data, connected to the first computer unit 35a via the data communication channel 1 1 , and in a data connection with the second face camera 28b, the display system 29, the second microphone 31 b and the second loudspeaker 32b. The computer unit 35b, similarly to the computer unit 35a, may be a personal computer, or dedicated hardware adapted for receiving, processing, storing digital data and for transmitting the processed digital data electronically.

The object of the invention also relates to a method for visual collaboration, particularly virtual customer services between remote persons, including at least one local and at least one remote person. In the following the operation of the system 100 according to the invention is presented along with the method according to the invention. For illustration purposes, the first terminal point 10a is designated “local”, and the second terminal point 10b is designated“remote”. Therefore, in the following the one or more persons using the terminal point 10a are referred to as the local person, and the one or more persons using the terminal point 10b are referred to as the remote person.

During the use of the system 100 the at least one local person at the first terminal point 10a positions him/herself in front of the first front portion 15a in such a way that his/her face is substantially aligned with the first face camera 28a. This may be performed, for example, by the local person sitting in front of the front portion 15a and facing towards the opening 14a, as it can be seen in figures 2a to 2c. Optionally an embodiment is conceivable where the local person stands in front of the front portion 15a. In the case of the above examples the dimensioning of the supporting structure 16a is determined by the planned method of use (standing or sitting). Similarly, the at least one remote person at the second terminal point 10b positions him/herself in front of the second front portion 15b in such a way that he/she faces towards the opening 14b and his/her face is substantially aligned with the second face camera 28b (see figures 3a and 3b).

During the method according to the invention, after the local and remote persons have positioned themselves in front of the terminal points 10a, 10b, it involves

- taking pictures of the local person, at least containing the person’s face, through the first two-way mirror 22a and the first opening 14a with the first face camera 28a, and a first image stream from the pictures combined to make a video,

-making a first sound recording with the first microphone 31 a arranged in the vicinity of the front portion 15a,

- generating images of the first work desk 18a with the document camera 26a, which are then combined to form a first document video and transmitted to the computer unit 35a.

Simultaneously with this, regarding the remote person at the terminal point

10b:

- taking pictures of the remote person, at least containing the person’s face, through the second two-way mirror 22b and the second opening 14b with the second face camera 28b, and a second image stream from the pictures combined to make a video

- generating a second sound recording with the second microphone arranged in the vicinity of the front portion 15b, which is transmitted to the computer unit 35b.

The first image stream, the document image stream, and the first sound recording are transmitted to the second computer unit 35b of the second terminal point 10b via the data communication channel 1 1 using the first computer unit 35a, then the first image stream and the first document image stream are displayed in substantially real time with the display system 29, and the first sound recording is played in substantially real time using the second loudspeaker 32b. Simultaneously with this, the second image stream and the second sound recording are transmitted to the first computer unit 35a of the first terminal point 10a with the second computer unit 35b via the data communication channel 1 1 , then the second image stream is displayed with the first display 30a, and the digital content is displayed with the first projector 24a, substantially in real time, and the second sound recording is played in substantially real time with the first loudspeaker 32a. It should be noted that in the context of the present specification image streams and sound recordings are understood to mean digital signals that may be transmitted via the data communication channel 1 1 , and that are optionally pre-processed by the computer units 35a, 35b.

According to the above a substantially real-time audio-visual connection is created between the terminal points 10a and 10b. Substantially real-time playing is understood to mean that the image streams and sound recordings generated by the cameras and microphones originating from the processing and the signal transmission via the data communication channel 1 1 are forwarded with minimal delay (typically a few hundredths or tenths of a second) from the one terminal point 10a, 10b to the other terminal point 10a, 10b, which does not influence the communication between the parties.

The first image stream sent by the first terminal point 10a is displayed with the second display 30b of the second terminal point 10b, and the second image stream sent by the second terminal point 10b is displayed with the first display 30a of the first terminal point 10a. Preferably the second image stream is displayed on the first display 30a in such a way that the reflected image of the face of the remote person appearing on the surface of the two-way mirror is on an imaginary straight line connecting the first face camera 28a with the face of the local person using the first terminal point 10a, thereby creating the experience of eye contact between the image of the local person and of the remote person.

The document image stream created by the document camera 26a is preferably displayed on the auxiliary screen 30b’ of the display system 29, such as on a separate monitor.

During the method according to the invention digital image content is created at the second terminal point 10b. This may be, for example, an electronic document (e.g. in pdf or doc format), digital image, etc. The generation of the digital image content preferably takes place with the computer unit 35b, but, optionally, it may also take place with another information technology device. The digital image content is sent to the second computer unit 35b, and is transmitted to the first computer unit 35a of the first terminal point 10a via the data communication channel 1 1 . Following this, the generated digital image content is projected onto the work desk 18a with the projector 24a. In the case of a particularly preferred embodiment, the digital image content is generated using the first document image stream, as presented in the following example.

In the following an embodiment of the system 100 and method according to the invention aimed at providing virtual customer services is presented. For the purpose of illustration, in the case of this embodiment, the one or more local persons will be referred to as customer, and the one or more remote persons will be referred to as administrator.

The customer and the administrator position themselves in front of the front portions 15a, 15b of the terminal points 10a and 10b. When the customer arrives at the terminal point 10a, the proximity sensor sets the terminal point 10a, in other words the computer unit 35a, the face camera 28a, the document camera 26a, the microphone 31 a, and the projector 24a into operation and the connection with the terminal point 10b is created. If an administrator is not currently present at the terminal point 10b, a multimedia presentation, or information may appear on the screen 30a for the customer. After the administrator has logged in at the terminal point 10b, interaction similar to conventional administration starts between the customer and the administrator. The customer sees an image of the administrator on the screen 30a extending from the head to the chest. The face camera 28a is located behind the image of the face of the administrator, and the face camera 28b is located behind the image of the face of the customer, in this way creating the experience of eye contact between the customer and the administrator.

The customer places the documents he/she has brought with him/her onto the work desk 18a, underneath the document camera 26a. The work desk 18a may be provided with markings to assist positioning, and/or with protrusions to help those with impaired vision. The document camera 26a records an image of the document placed on the work desk 18a, and of the work desk 18a and the system 100 transmits this image to the administrator-side terminal point 10b, where the administrator sees it. If the positioning of the document is not satisfactory, the customer corrects the position of the document on the basis of the administrator’s instructions. In the terminal point 10b the administrator transmits the digital image content (e.g. electronic document) generated by his/her own customer services system, for example, to be shared with the customer during the administration process to the terminal point 10a. This generated digital content is transmitted by the system 100 to the customer terminal point 10a, where the projector 24a displays it for the customer in such a way that it is projected onto the other half of the work desk 18a, beside the document brought by the customer. In this case the document camera 26a located above the work desk 18a does not only record the document brought by the customer, but also the image of the document shared by the administrator and projected onto the work desk 18a in front of the customer.

The work carried out together by the customer and the administrator is performed in the system 100 presented above. Similarly to a customer services situation in person, the customer points with his/her finger in a“natural” way to the document on the work desk 18a in front of him/her, placed on the common work surface, brought by him/her or to the document displayed by the administrator. The administrator sees this in the image brought by the document camera 26a, preferably on the auxiliary screen 30b’. The administrator may make markings freely for the customer in such a way that the markings made by the administrator, e.g. in the form of highlighting, red highlighting or highlighting made with another visible colour, are displayed on the customer side, in the image projected onto the work desk 18a. The markings get to the terminal point 10a, onto the work desk 18a located in front of the customer through the projector 24a. With these markings, which may be a circle, underlining, etc. the administrator can mark a referenced part of the paper-based document or of the (electronic) document he/she projects. The cooperation created in this way, along with the audio-visual communication devices, provides a complete document-sharing situation and interaction for the customer and the administrator in such a way that the customer is not expected to use any devices whatsoever.

Various modifications to the above disclosed embodiments will be apparent to a person skilled in the art without departing from the scope of protection determined by the attached claims. Claims

1. System (100) for visual collaboration, particularly virtual customer service between remote persons, which system (100) comprises a first terminal point (10a) provided with image and sound recording devices, and a second terminal point (10b) connected therewith via a data communication channel (1 1 ), characterised by that the first terminal point (10a) comprises:

- a hollow first supporting structure (16a) having a first front portion (15a) provided with one or more first side walls (12a) and a first opening (14a),

- a first work desk (18a) provided at the first front portion (15a), preferably secured to the first supporting structure (16a),

- a first projector (24a) for displaying video or still images on the first work desk (18a), and one or more document cameras (26a) arranged above the work desk (18a) for recording the image of the first work desk (18a),

- a first face camera (28a) with a substantially horizontally adjusted optical axis facing the outside through the first opening (14a) of the first front portion (15a),

- a first two-way mirror (22a) arranged inside the first supporting structure (16a) between the first face camera (28a) and the first opening (14a), which forms an angle vertically with a plane that is perpendicular to the optical axis of the first face camera (28a),

- a first display (30a) arranged inside the first supporting structure (16a), on the side of the first two-way mirror (22a) opposite the first face camera (28a), adapted for displaying still or video images, which first display (30a) is reflected on the surface of the first two-way mirror (22a) facing the first opening (14a),

- a first microphone (31 a) for recording sound and a first loudspeaker (32a) for playing sound, and

- a first computer unit (35a) adapted for sending, receiving and processing data and being in a data connection with the first projector (24a), the document camera (26a), the first face camera (28a), the first display (30a), the first microphone (31 a) and the first loudspeaker (32a);

the second terminal point (10b) comprises:

- a hollow second supporting structure (16b) having a second front portion (15b) provided with one or more second side walls (12b) and a second opening (14b),

- a second face camera (28b) with a substantially horizontally adjusted optical axis facing the outside through the second opening (14b) of the second front portion (15b),

- a second two-way mirror (22b) arranged inside the second supporting structure (16b) between the second face camera (28b) and the second opening (14b), and forms an angle vertically with a plane that is perpendicular to the optical axis of the second face camera (28b),

- a display system (29) having a second display (30b) inside the second supporting structure (16b), arranged on the side of the second two-way mirror (22b) opposite the second face camera (28b), adapted to display still or video images and reflecting on the surface of the second two-way mirror (22b) facing the second opening (14b),

- a second microphone (31 b) for recording sound and a first loudspeaker (32b) for playing sound, and

- a second computer unit (35b) adapted for sending, receiving and processing data, connected to the first computer unit (35a) via a data communication channel, and in a data connection with the second face camera (28b), the display system (29), the second microphone (31 b) and the second loudspeaker (32b).

2. System (100) according to claim 1 , characterised by that the display system (29) contains one or more auxiliary screens (30b’) preferably arranged at the second front portion (15b).

3. System (100) according to claim 1 or 2, characterised by that the second terminal point (10b) has a second work desk (18b) provided at the second front portion (15b), preferably secured to the second supporting structure (16b), and contains a second projector (24b) in a data connection with the second computer unit (35b) for displaying video and still images on the second work desk (18b).

4. System (100) according to claim 3, characterised by that the first projector (24a) is arranged above the first work desk (18a), and the second projector

Claims

(24b) is arranged above the second work desk (18b).

5. System (100) according to any of claims 1 to 4, characterised by that the first terminal point (10a) is provided with a first proximity sensor (36a) for detecting the presence of a person at the first front portion (15a).

6. System (100) according to any of claims 1 to 5, characterised by that the first and second terminal points (10a, 10b) comprise one or more first and second light fittings (17a, 17b), preferably LED light sources, for illuminating the areas in front of the first and second front portions (15a, 15b).

7. System (100) according to any of claims 1 to 6, characterised by that the first terminal point (10a) contains a POS terminal, PayPass terminal, PIN keypad and/or a digital signature pad.

8. System (100) according to any of claims 1 to 7, characterised by that the size of the first display (30a) is between 40 to 50 inches, preferably 42 to 49 inches, and the size of the second display (30b) is between 20 to 40 inches, preferably 23 to 40 inches.

9. Method for visual collaboration, particularly virtual customer service between at least one local and one remote person located remotely from each other, characterised by providing the system (100) according to any of claims 1 to 8 positioning the at least one local person at the first terminal point (10a) in front of the first front portion (15a) in such a way that his/her face is substantially aligned with the first face camera (28a), and positioning the at least one remote person at the second terminal point (10b) in front of the second front portion (15b) in such a way that his/her face is substantially aligned with the second face camera (28b), the method comprising the steps of:

- taking pictures of the local person, at least containing the person’s face, through the first two-way mirror (22a) and the first opening (14a) with the first face camera (28a) of the first terminal point (10a), and creating a first image stream from the pictures, - taking pictures of the first work desk (18a) with the document camera (26a), and creating a first document image stream from the pictures,

- making a first sound recording with the first microphone (31 ), then receiving the first image stream, the first document image stream and the first sound recording by the first computer unit (35a), and transmitting them to the second computer unit (35b) of the second terminal point (10b), then displaying the first image stream and the first document image stream substantially in real time with the display system (29), and playing the first sound recording substantially in real time with the second loudspeaker (32b);

- taking pictures of the remote person, at least containing the face of the person, with the second face camera (28b) of the second terminal point (10b) through the second two-way mirror (22b) and the second opening (14b), and creating a second image stream from the pictures,

- generating digital image content,

- making a second sound recording with the second microphone (31 b), then transmitting the second image stream, the digital image content and the second sound recording with the second computer unit (35b) through the data communication channel (1 1 ) to the first computer unit (35a) of the first terminal point (10a), then displaying the second image stream with the first display (30a) and displaying the digital image content with the first projector (24a) substantially in real time, and playing the second sound recording with the first loudspeaker (31 a) substantially in real time.

10. Method according to claim 9, characterised by displaying the second image stream on the first display (30a) in such a way that the reflected image of the face of the remote person appearing on the surface of the first two-way mirror (22a) is on an imaginary line connecting the first face camera (28a) to the face of the local person using the first terminal point (10a).

1 1 . Method according to claim 8 or 9, characterised by generating the digital image content using the first document image stream.