Telephone Camera Image Routing for Lead Assignment

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Solution Overview

Problem

Existing call center systems face inefficiencies in lead assignment and distribution due to subjectivity and manual decision-making, leading to increased time and potential adverse attitudes, and lack the ability to provide instant sales support effectively.

Innovation Solution

A system utilizing a telephone with a camera to capture product images, which are then used to route calls to knowledgeable agents in a remote call center, enabling automated lead assignment and distribution based on expertise, and providing paperless lead management with systemic tracking and cost-effective global labor utilization.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If manual decision-making is used for lead assignment and distribution, then human judgment and flexibility are applied, but time consumption increases and subjectivity leads to inefficiencies and adverse attitudes

Engineering Contradiction:

Improvelead assignment processVSAvoidtime for lead assignment

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The patent replaces manual decision-making (mechanical human judgment process) with an automated system that uses camera capture, image processing, and algorithmic lead distribution. The system automatically captures images of products/services, processes them through a database, and assigns leads based on objective criteria rather than human subjectivity, thereby eliminating time loss and inefficiencies associated with manual operations.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Productivity

If automated lead assignment based on operator knowledge is implemented, then subjectivity and manual decision-making are reduced, but system complexity increases

Engineering Contradiction:

Improvelead distribution efficiencyVSAvoidsystem structure

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system enables self-service automation where the lead assignment process serves itself through automated image capture, processing, and distribution algorithms. The database automatically matches captured images with relevant leads and assigns them without requiring complex human intervention or judgment, thereby improving productivity while managing system complexity through self-contained automated processes.

Inventive Principle:

Principle #25Self-service

3Loss of time

If paperless lead distribution to agents is implemented, then manual handling is eliminated and tracking is improved, but implementation cost and system requirements increase

Engineering Contradiction:

Improvelead processing timeVSAvoidelectronic system requirements

Core Design Contradiction:

Loss of timeVSDevice complexity

Solution Approach 1:

The patent replaces paper-based lead distribution (mechanical manual handling) with electronic digital distribution through the system's database and communication infrastructure. Leads are transmitted electronically to agents, eliminating the need for physical paper handling and manual tracking processes, thereby reducing time loss despite requiring electronic system infrastructure.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS8665865B2Systems and methods for providing customer support

Publication Date: 2014.03.04 KIOBA PROCESSING LLC

AI summary

Systems and methods are disclosed for providing sales or customer support using a telephone having a camera to capture at least a partial image of a product or service; wherein the at least partial image is used to select a database updated by one or more knowledgeable persons on the product or service.