Cloud Support System Using Video Mediation for Field Service
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Solution Overview
Problem
Field-centric business sectors face challenges in providing effective and efficient communication and support to customers due to complex systems and innovations, leading to difficulties in problem resolution and decision-making, especially in desk-less work environments.
Innovation Solution
A computer network system that connects customers with domain subject matter experts through a cloud-based software as a service model, enabling customizable communication methods, video sharing, and real-time issue resolution without the need for expensive hardware or IT support, allowing for advisor mobility and scalable support models.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional support systems are used in field-centric business sectors, then customers can receive basic support, but the systems become complex and require expensive hardware and IT support
Solution Approach 1:
The patent introduces a mobile application as an intermediary between customers and subject matter experts. This mediator enables communication and support delivery without requiring complex backend infrastructure or expensive hardware installations at customer sites. The mobile app serves as the primary interface, simplifying the overall system architecture while maintaining reliable support delivery.
Solution Approach 2:
The system enables customers to independently initiate support requests, upload photos and videos of issues, and receive guidance through the mobile application without requiring IT staff or specialized hardware setup. Customers can self-manage their support interactions, reducing the need for complex IT support infrastructure.
2Ease of operation
If subject matter experts are deployed to provide on-site support, then customers receive personalized assistance, but travel costs and time are increased
Solution Approach 1:
The patent replaces the mechanical system of physical travel with electronic communication through video calls and mobile messaging. Subject matter experts can visually diagnose issues through video streams from customer devices and provide guidance remotely, eliminating the need for physical travel while maintaining high-quality, personalized support.
Solution Approach 2:
The system transitions support from a physical dimension (on-site visits) to a digital dimension (mobile application-based communication). By adding the dimension of real-time video and messaging capabilities, the system achieves personalized expert support without the time cost of travel.
3Adaptability or versatility
If multiple communication channels are implemented for customer support, then support coverage is improved, but integration and coordination become difficult
Solution Approach 1:
The mobile application serves as a universal platform that integrates multiple communication functions including video calls, text messaging, photo upload, and support ticket management into a single interface. This multi-functional approach provides versatile communication options while avoiding the integration complexity of separate systems through centralized architecture.
Data Source
AI summary
A computer network, including at least one server computer having a non-transitory computer readable medium programmed to connect customers needing product or service support with an advisor. Each advisor has a device programmed to interface with the at least one server computer. Then at least one server computer includes a database of registered advisors and a database of active customers. Then at least one server computer is programmed to initiate a customer service session upon receiving a request from a first customer computing device. A telecommunications system that connects customers to advisors that includes voice, video, and text, ticket submission that interacts with the computer network to create support tickets and provides call tracking features. A method allows advisor managers to create teams of advisors, create a custom greeting for the team, create ring schedules for team members, and share the team phone number with customers via text message.