Remote Customer Service Connection Server for Multi-Service Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional remote customer service systems are limited in the variety of services they can provide to customers, primarily through remote conversation.
Innovation Solution
A remote customer service system that includes a client terminal, intermediary terminal, and connection server to facilitate remote conversation between a customer and a customer service staff by obtaining desired service information, determining the appropriate business operator, and managing connections based on fees and service categories.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a conventional remote customer service system is used, then remote conversation between customer and staff is achieved, but the variety of services that can be provided is limited
Solution Approach 1:
The system segments the service provision process into distinct functional modules: service selection (terminal obtainer), information transmission (information transmitter), connection control (connection controller), and automatic determination (determiner). This segmentation allows the system to handle multiple service types through standardized processes, increasing versatility without proportionally increasing complexity.
Solution Approach 2:
The client terminal and customer service terminal are designed as universal platforms that can handle multiple service types (remote conversation, information provision, transaction processing, etc.) through a common architecture. The determiner automatically routes different service requests to appropriate handlers, enabling one system to perform multiple functions.
2Productivity
If automatic determination of target business operator is implemented, then connection efficiency is improved, but system complexity increases
Solution Approach 1:
The determiner implements self-service functionality by automatically analyzing service requests and determining the appropriate target business operator without human intervention. The system uses predefined criteria and algorithms to autonomously route connections, improving efficiency while keeping the added complexity manageable through automation of routine decision-making.
3Reliability
If fee management and service categorization are added, then service quality control is improved, but device complexity increases
Solution Approach 1:
The system introduces fee parameters and service category parameters as additional dimensions for controlling and differentiating services. By changing these parameters (fee levels, category assignments), the system can quality-control services without fundamentally altering the core connection mechanism. The connection controller and permission controller use these parameters to regulate access and ensure service quality.
Data Source
AI summary
A remote customer service system configured to connect a client terminal in a customer booth, which is operated by a customer, and a target business operator which is one of a plurality of business operators providing services to realize remote conversation between the customer and a customer service staff who operates a customer service terminal of the target business operator. The remote customer service system includes a terminal obtainer configured to obtain desired service information indicative of one of the services desired by the customer, an information transmitter configured to transmit the desired service information obtained by the terminal obtainer, and a connection controller configured to connect the client terminal and the customer service terminal of the target business operator determined in accordance with the desired service information received from the information transmitter.