Digital Avatar for Customer Service Data Retrieval
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Solution Overview
Problem
Traditional customer service methods are inefficient and resource-intensive, as they often require excessive questioning to determine the reason for customer contact, leading to inaccurate results and frustration, and fail to effectively inform customer service representatives about important customer information.
Innovation Solution
A system and method that generates a digital avatar based on customer account data and operator preferences, which is displayed to assist customer service representatives in understanding customer information and improving interaction efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional customer service methods are used with excessive querying, then customer service representatives can obtain information about the customer, but the process becomes time-consuming and resource-intensive
Solution Approach 1:
The system performs preliminary actions by automatically retrieving and analyzing customer account data before the customer service interaction begins. The coordinating device accesses the server database, retrieves relevant account information, and prepares a customer profile in advance, eliminating the need for time-consuming queries during the actual service interaction.
Solution Approach 2:
The patent introduces an intermediary system consisting of the coordinating device and server that mediates between the customer service representative and the customer database. This intermediary automatically retrieves and processes customer information, acting as a bridge that provides relevant data to representatives without requiring direct questioning of customers.
2Loss of information
If traditional querying methods are used to determine the reason for contact, then customer information can be obtained, but the results are inaccurate and frustrate customers
Solution Approach 1:
The system implements self-service by enabling the coordinating device to automatically retrieve and analyze customer account data from the server database without requiring customer input. The system independently identifies the reason for contact by analyzing account information, transaction history, and other relevant data, eliminating inaccuracies associated with customer self-reporting.
Solution Approach 2:
The system uses feedback mechanisms by continuously analyzing customer account data and interaction history to improve the accuracy of identifying contact reasons. The coordinating device processes incoming contact information, cross-references it with account data, and refines its understanding of customer needs based on patterns observed in previous interactions.
3Ease of operation
If traditional customer service methods are used, then customer interactions can occur, but important customer information is not effectively communicated to representatives
Solution Approach 1:
The system segments customer information into organized categories and presents it in a structured format to customer service representatives. The coordinating device divides account data, contact history, and relevant information into discrete, easily accessible components that can be quickly reviewed during customer interactions.
Solution Approach 2:
The patent replaces the mechanical system of manual information retrieval and memory-dependent service delivery with an automated digital system. The coordinating device and server infrastructure substitute for human efforts to remember and access customer information, providing automatic retrieval and presentation of relevant data through digital interfaces.
Data Source
AI summary
A system includes a server having a database stored thereon, an operator device, and a coordinating device communicatively coupled with the server and with the operator device, wherein the coordinating device comprises a processor and a memory, and wherein the memory is configured to store instructions thereon that, when executed by the processor, cause the coordinating device to perform various steps. The steps include receiving account data, from the server, corresponding with an account of a plurality of accounts saved to the database, receiving preference data, from the operator device, corresponding with preferences of an operator of the operator device and relating to the account data. The steps also include generating an avatar reflecting the account data in accordance with the preference data, and displaying the avatar on a display.