Interaction Board Using Device Context for Branch Task Coordination
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Solution Overview
Problem
Existing systems face challenges in efficiently coordinating tasks among various parties associated with a customer interaction at a branch location, such as a financial institution, due to the complexity and coordination required for completing requested actions.
Innovation Solution
A customer interaction system that utilizes a provider computing system to generate an interaction board accessible by customers and employees, allowing real-time task management and information exchange through graphical user interfaces, leveraging contextual information from customer devices to streamline task completion.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If various parties are required to perform tasks and coordinate in advance of a scheduled appointment, then the requested action can be adequately prepared, but the coordination complexity and difficulty increase significantly
Solution Approach 1:
The patent introduces a provider computing system as an intermediary that manages task coordination among multiple parties. This system includes a processor that receives requested actions, identifies required tasks, determines responsible parties, and tracks completion status. The intermediary automates the coordination process, reducing manual communication overhead while ensuring all necessary tasks are completed before the scheduled appointment.
Solution Approach 2:
The system implements continuous feedback mechanisms where the provider computing system receives updates on task completion status from various parties and adjusts the interaction board accordingly. This feedback loop ensures that all parties are aware of current task status, enabling real-time coordination and reducing the complexity of managing multiple simultaneous tasks.
2Reliability
If multiple tasks are performed by various parties before a scheduled appointment, then the requested action is adequately prepared, but the time required for coordination and communication increases
Solution Approach 1:
The system enables preliminary actions to be taken before the scheduled appointment by allowing parties to complete tasks in advance. The provider computing system tracks which tasks have been completed and updates the interaction board, enabling parties to prepare materials and information beforehand without increasing coordination time during the actual appointment.
Solution Approach 2:
The patent merges multiple task management functions into a single interaction board accessible to all parties. This unified interface combines task status tracking, communication, and updates into one consolidated system, eliminating the need for separate coordination channels and reducing overall time spent on communication and coordination.
3Productivity
If an interaction board is created to track tasks and communication, then task completion efficiency is improved, but the system complexity increases
Solution Approach 1:
The interaction board is designed as a multi-functional tool that handles task tracking, communication, status updates, and completion monitoring within a single interface. This universal system eliminates the need for multiple separate tools and reduces overall system complexity while improving productivity through integrated functionality.
Data Source
AI summary
A method performed by a provider computing system includes training one or more artificial intelligence (AI) models to generate task prompts, receiving a requested action from a customer, determining contextual information about a plurality of customer devices, generating a task prompt using the one or more AI models, generating an interaction board accessible by the customer via a customer device and accessible by an employee via an employee device, receiving an indication that the customer pre-task has been completed prior to a customer interaction at a branch location, updating the interaction board to indicate that the customer pre-task has been completed prior to the customer interaction, receiving information associated with the requested action from the customer device during the customer interaction, and updating the interaction board to include the information received from the customer device during the customer interaction.