Dynamic Game System for Queue Information Gathering
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Solution Overview
Problem
In high-volume customer engagement centers, long wait times lead to customer frustration, making it difficult to gather information effectively, as customers become less willing to participate in information-gathering endeavors, especially if they do not perceive a benefit.
Innovation Solution
A dynamic monitoring system that offers games to waiting customers, using a dynamic monitoring engine connected to a customer database and gaming library, allowing for the acquisition of customer information through gameplay while alleviating boredom and monitoring mood.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customers are placed in a queue to wait for service, then service order is maintained, but customer frustration increases and information gathering becomes difficult
Solution Approach 1:
The patent introduces a gaming system as an intermediary between the customer and the queue waiting experience. The game acts as a mediator that engages customers during wait time, transforming the frustrating queue experience into an entertaining activity while simultaneously capturing customer information through game interactions.
Solution Approach 2:
The system enables customers to voluntarily participate in information gathering through game play. Instead of being passively questioned by service representatives, customers actively provide information as part of the game mechanics, making the information gathering process self-driven and more effective.
2Productivity
If customers are asked to provide information directly, then information gathering is straightforward, but customer willingness to participate decreases due to frustration
Solution Approach 1:
The patent changes the parameter of customer engagement from passive resistance to active participation by transforming the interaction context. Instead of direct questioning which customers resist, the system uses game mechanics with varying difficulty parameters and reward structures that motivate customers to voluntarily provide information.
Solution Approach 2:
The patent converts the harmful effect of customer frustration into a beneficial opportunity for engagement. By recognizing that frustrated customers need distraction and entertainment, the system provides games that simultaneously occupy customers and capture information, turning the negative wait experience into a positive information gathering opportunity.
3Ease of operation
If games are offered to customers during wait time, then customer engagement increases and information can be gathered, but system complexity increases
Solution Approach 1:
The gaming system is designed to perform multiple functions simultaneously: entertaining customers, gathering information, and assessing customer preferences. This multi-functionality reduces the need for separate systems for each purpose, thereby managing complexity while achieving multiple objectives through a single integrated platform.
Data Source
AI summary
The present application includes a method and system for gathering customer information through games. The system transmits offers to play games over the contact medium used by the customer. The games are selected to elicit information from the customer; information ranging from the customer's mood to marketing information to security information. The information so obtained can be used to update client profiles.