Concierge Interface for Automated Delivery Lockers
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Solution Overview
Problem
Automated delivery systems often provide an unsatisfactory user experience when issues arise, as users must manually contact vendors, lacking immediate real-time human interaction and convenience.
Innovation Solution
An automated package transfer system with a concierge interface that enables immediate, hands-free, real-time video chat with a vendor agent through a mobile kiosk or delivery vehicle, using a communications subsystem with components like microphones, cameras, and projectors, allowing access to a locker attendant UI for seamless communication and package management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If automated delivery systems are used to reduce costs, then delivery costs are reduced, but user experience deteriorates when issues arise
Solution Approach 1:
The patent introduces a concierge interface as an intermediary between the automated delivery system and the user. This concierge acts as a mediator that can communicate with the user through the automated vehicle's display and audio systems, providing human-like assistance without requiring actual human presence in the vehicle. The concierge interface resolves the contradiction by maintaining automation for cost efficiency while adding a layer of communicative support for improved user experience.
Solution Approach 2:
The automated vehicle is equipped with self-service capabilities including onboard displays, audio systems, and communication interfaces that allow it to independently interact with users. The vehicle can provide order information, track deliveries, and communicate issues without external intervention. This self-service approach maintains the cost benefits of automation while improving user experience through immediate, on-demand information access.
2Loss of energy
If automated services are used to reduce costs, then operational costs are reduced, but reliability deteriorates when customer complaints need to be addressed
Solution Approach 1:
The concierge interface serves as a mediator that bridges the gap between automated operations and reliable complaint resolution. When issues arise, the concierge can communicate with the user through the vehicle's onboard systems and relay information to human support personnel. This layered approach maintains operational automation for cost efficiency while ensuring reliable complaint resolution through the concierge's intermediary role.
Solution Approach 2:
The system incorporates feedback mechanisms where the concierge interface continuously monitors delivery status, user interactions, and system performance. This feedback loop enables the automated system to identify and respond to issues promptly, improving reliability by ensuring problems are detected and addressed through the concierge channel rather than being lost in automated processes.
3Extent of automation
If users must manually contact vendors for delivery issues, then automation is maintained, but ease of operation deteriorates
Solution Approach 1:
The concierge interface acts as an intermediary that eliminates the need for users to manually search for vendor contact information. The concierge is directly accessible through the automated vehicle's onboard display and audio systems, providing immediate communication support. This resolves the contradiction by maintaining delivery automation while dramatically simplifying the contact process through the vehicle-integrated concierge interface.
Solution Approach 2:
The system prepares communication capabilities in advance by equipping the automated vehicle with onboard displays, audio systems, and concierge interface software before delivery occurs. This preliminary preparation ensures that when users need assistance, the communication channel is already established and ready to use, eliminating the need for manual vendor contact searches and improving ease of operation.
4Loss of energy
If automated lockers are deployed to reduce costs, then delivery costs are reduced, but user experience deteriorates due to lack of personal interaction
Solution Approach 1:
The concierge interface serves as a communicative intermediary that provides personal interaction through the automated locker system. The concierge can communicate with users through the locker's display and audio systems, offering assistance with package retrieval, answering questions, and providing a human-like presence. This resolves the contradiction by maintaining the cost benefits of automated lockers while adding personal interaction through the concierge mediator.
Data Source
AI summary
An automated package transfer system and method are provided with a concierge interface. A publically accessible locker, associated with a package transfer service, has a compartment configured to limit access to a stored package. The locker can be used to deliver or pick up packages. The locker is moved to a selected temporary stationary location and access to the locker compartment is controlled. A communications subsystem selectively connects a (local) concierge user interface (UI) with a (remote) package transfer service locker attendant UI. The locker may be attached to a portable kiosk or a vehicle and positioned at a selected location using an autonomous driverless software application. The stationary locations may be cross-referenced to weighted values, which may be related to service prices and expenses. In one aspect, the concierge UI is connected to the locker attendant UI in response to the vehicle being parked in a selected stationary location.