Information Processing Apparatus for Support Center Efficiency
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Solution Overview
Problem
Operators face inefficiencies when explaining issues to users over the phone, as they must first listen to the user's concerns and then search for relevant information, leading to time-consuming interactions.
Innovation Solution
An information processing apparatus that obtains and associates user device information with telephone numbers, providing necessary information to support center operators before a call is established, allowing them to address user inquiries promptly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the operator listens to the user's concerns and then searches for information using a terminal, then the operator can provide accurate information, but it takes too much time to give an explanation to the user
Solution Approach 1:
The system performs preliminary actions by automatically obtaining device information and error information from the image forming apparatus before the operator starts the conversation with the user. The server generates guidance display data in advance, so when the operator receives the call, the necessary information is already prepared and displayed on the terminal, eliminating the need for time-consuming searches during the call.
Solution Approach 2:
The server acts as an intermediary between the image forming apparatus and the operator. It automatically collects device information and error information, processes this data, generates appropriate guidance display data, and presents it to the operator. This intermediary system handles the information gathering and processing tasks, allowing the operator to focus on communicating with the user without manual information searching.
2Adaptability or versatility
If the operator manually searches for information during the call, then the information can be tailored to user needs, but the interaction becomes time-consuming
Solution Approach 1:
The system uses feedback from the device information and error information automatically obtained from the image forming apparatus to generate appropriate guidance display data. The server continuously monitors the device status and uses this feedback to provide relevant information to the operator, ensuring the information is tailored to the specific device and error conditions without requiring manual searching during the call.
Solution Approach 2:
The system performs self-service by automatically obtaining device information and error information from the image forming apparatus without human intervention. The server autonomously generates guidance display data based on the collected information, enabling the system to prepare relevant information independently before the operator contacts the user, thus improving support efficiency while maintaining information relevance.
Data Source
AI summary
An information processing apparatus includes an obtaining unit that obtains a telephone number of a mobile terminal owned by a user and information regarding an external device operated by the user, an association unit that associates the telephone number and the information regarding the external device obtained by the obtaining unit with each other, and a provision unit that provides the information associated by the association unit for an apparatus corresponding to a telephone that receives a call from the mobile terminal before a line between the mobile terminal and the telephone is established.