Casino Dispatch System for Player Interaction Tracking
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Solution Overview
Problem
Casinos face challenges in providing personalized and efficient service to players across their large facilities, as employees struggle to remember player interactions, preferences, and incidents due to the high volume of customers, leading to inconsistent customer experience and reduced player loyalty.
Innovation Solution
A dispatch system that utilizes networked gaming devices and mobile computing devices like iPod touches and iPads to track player interactions, dispatch service providers efficiently, and prioritize service based on player importance and employee availability, ensuring timely and personalized service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If employees manually track and remember player interactions, then personalized service can be provided, but employee memory capacity and time are insufficient leading to inconsistent service quality
Solution Approach 1:
The patent introduces a centralized server as an intermediary between gaming devices and employees. The server stores player interaction data, preferences, and incident records, allowing employees to access this information through mobile devices without relying on their memory. This mediator system ensures consistent information availability across all employee interactions with players.
Solution Approach 2:
The patent replaces the mechanical human memory system with an electronic information storage and retrieval system. Instead of employees manually remembering player details, the system uses servers and mobile devices to automatically store, manage, and provide player interaction data, eliminating the limitations of human memory capacity and retention.
2Productivity
If employees greet and interact with every player, then customer satisfaction improves, but employee workload and stress increase due to high player volume
Solution Approach 1:
The system enables players to have their preferences and requirements automatically recorded through the gaming devices themselves. Player data is captured and stored without requiring employee intervention for each interaction, allowing employees to access pre-prepared information rather than creating it during each encounter.
Solution Approach 2:
The patent implements a feedback loop where player interactions, preferences, and incidents are automatically recorded and fed back to employees through mobile devices. This continuous feedback system ensures employees have up-to-date information about each player's needs and history, enabling consistent personalized service without increasing manual tracking workload.
3Reliability
If a centralized system tracks all player interactions, then service consistency improves, but system complexity and data management requirements increase
Solution Approach 1:
The patent divides the tracking system into segmented components: gaming devices that capture data, a centralized server that stores and manages information, and mobile devices that provide access to employees. This segmentation allows each component to perform its specific function independently, reducing the complexity burden on any single element while maintaining overall system reliability.
Data Source
AI summary
The present embodiment includes a dispatch system and method in which a casino agent is equipped with mobile computing devices that receive a dispatch notification. The notification includes the identity of an electronic gaming device at which an identified player has started a gaming session and the identity of the player. The player's record is displayed on the mobile computing device and includes the number of times the casino agent has been dispatched to a gaming device at which the player is identified as well as descriptions of prior calls.