Store Customer Tracking for Real-Time Remote Service Initiation
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Solution Overview
Problem
Existing remote customer service systems lack efficient methods for identifying and initiating customer service requests in real-time based on customer behavior within a physical store environment.
Innovation Solution
A remote customer service system that includes a customer service terminal, an imaging apparatus, and a control apparatus, where the control apparatus recognizes a customer as a tracking target using image recognition and generates control information to prompt an operator to start service based on customer behavior, enabling real-time initiation of customer service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual customer service initiation is used, then operators can provide personalized service, but service initiation is delayed and efficiency is reduced
Solution Approach 1:
The patent replaces the mechanical manual monitoring system with an automated image recognition system. The control apparatus automatically detects customers in the store through imaging apparatus and initiates service requests without requiring manual operator intervention, thereby substituting human mechanical observation with automated optical detection and processing.
Solution Approach 2:
The system enables self-service in the sense that the customer detection and service initiation process is autonomously performed by the control apparatus. The system automatically identifies customers, determines their service needs based on their presence and behavior, and generates service requests without requiring manual input from operators, allowing the system to serve itself in the detection and initiation function.
2Speed
If automated customer detection is implemented, then service initiation speed is improved, but system complexity increases
Solution Approach 1:
The control apparatus performs multiple functions: it manages imaging apparatus, processes image data, recognizes customers, determines service needs, and generates service requests. By consolidating these diverse functions into a single control apparatus, the system achieves high-speed automated detection while managing complexity through functional integration rather than proliferation of separate components.
Solution Approach 2:
The control apparatus acts as an intermediary between the imaging apparatus and the service request system. It receives image data from the imaging apparatus, processes this data through image recognition algorithms, and translates the results into service requests. This intermediary role simplifies the overall system architecture by providing a centralized processing layer that mediates between detection and action.
3Reliability
If continuous monitoring is performed, then customer service requests are detected in real-time, but energy consumption increases
Solution Approach 1:
The system performs image recognition and customer detection at periodic intervals rather than continuously. The control apparatus processes images at predetermined time intervals or when specific conditions are met, such as when a new customer enters the detection area. This periodic operation maintains reliable detection capability while significantly reducing energy consumption compared to continuous monitoring.
Solution Approach 2:
The system performs preliminary analysis of image data to determine whether customer service requests are present before initiating full processing. The control apparatus quickly scans images for the presence of customers and only performs detailed recognition and service request generation when customers are detected, thereby reducing overall energy consumption while maintaining high detection reliability.
Data Source
AI summary
In a remote customer service system, an operator who is at a remote place from a customer visiting a store serves the customer via a customer service terminal apparatus provided in the store. The remote customer service system includes the customer service terminal apparatus, an imaging apparatus imaging inside of the store, and a control apparatus. The control apparatus includes: an image recognizer that recognizes a subject included in a captured image by the imaging apparatus as a tracking target, and acquires information on the tracking target from the captured image; and a control information generator that generates control information for executing a notification that prompts the operator to start customer service on the basis of the information on the tracking target.