Electronic Gaming Machine Agent Dispatch With Visual Alerts
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Solution Overview
Problem
Casinos face challenges in efficiently managing service requests and preventative maintenance for electronic gaming machines, particularly for high-value players, while ensuring timely and personalized service, and reducing verbal distractions for employees using 2-way radios.
Innovation Solution
Implementing a system that uses mobile computing devices, such as iPads and iPod Touches, for casino employees to receive and manage service calls and notifications, integrated with a networked gaming environment to prioritize and personalize service, and provide real-time marketing insights.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If 2-way radios are used for employee communication, then employees can receive service calls and updates, but employees experience verbal distractions that interfere with player interaction
Solution Approach 1:
The patent replaces the acoustic/radio-based communication system with a visual display system. Instead of using 2-way radios that emit audio notifications, the system uses mobile computing devices with visual displays to present service call information, call updates, and communications to employees. This substitution eliminates the distracting audio component while preserving the information delivery function.
2Productivity
If employees respond to service calls immediately, then game availability is maintained, but high-value players may not receive personalized attention
Solution Approach 1:
The system incorporates player feedback mechanisms that provide employees with information about player preferences, VIP status, and service history. This feedback loop enables employees to adjust their service approach based on individual player characteristics, allowing for personalized attention to high-value players while maintaining efficient response times for all service calls.
Solution Approach 2:
The system applies different service qualities to different players based on their status and preferences. High-value players receive enhanced personalized service with detailed player information displayed to employees, while standard players receive efficient routine service. This local differentiation of service quality ensures that resources are allocated appropriately based on player value.
3Productivity
If employees carry mobile devices for service management, then service efficiency improves, but device complexity and employee burden increase
Solution Approach 1:
The mobile computing device serves multiple functions: it displays service call information, provides player tracking data, enables employee-to-employee communication, offers preventive maintenance alerts, and delivers marketing communications. By consolidating these diverse functions into a single device, the system improves service management efficiency without proportionally increasing complexity, as the device performs many roles simultaneously.
Data Source
AI summary
Embodiments of the present invention are directed to a method for dispatching a person to an electronic gaming machine in response to a predefined event at the electronic gaming machine. A listing of casino agents who may be dispatched is stored on in a database. A communication on a network of gaming machines is received indicating that a casino agent should be dispatched to one of the electronic gaming machines. A signal is automatically sent to a wireless device carried by a person including data that identifies the one electronic gaming device.