Dynamic Media Format Selection for Customer Transfer

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Solution Overview

Problem

Current video conferencing systems face inefficiencies when transferring customers between specialists or communication sources, resulting in time delays and loss of private information during referrals or new session initiations, which negatively impact customer service and business operations.

Innovation Solution

A system and method for determining the electronic media format for seamless transfer between specialists, using business rules to select from options like two-way video, one-way video, audio-only, or text chat, based on factors such as customer status, specialist availability, and predicted communication duration, ensuring efficient and cost-effective communication.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If video conferencing systems are used to connect customers with remote specialists, then customer service coverage is improved, but transfer efficiency between specialists deteriorates due to communication disconnects and time delays

Engineering Contradiction:

Improvecustomer service coverageVSAvoidtransfer efficiency

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent merges multiple communication formats (video, audio, text chat) into a unified communication framework that allows seamless transitions between different specialists. The system combines these different communication modes into a single integrated platform, enabling customers to maintain continuous communication while being transferred between specialists without disconnecting or restarting sessions.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The communication system is designed to support multiple communication formats (video conferencing, audio-only, text chat) within a single universal platform. This multi-functional system can adaptively switch between different communication modes based on the transfer scenario, allowing the same system to serve various specialist interaction needs without requiring separate specialized systems for each communication type.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Measurement precision

If referral processes are used for transferring customers between specialists, then specialist expertise matching is improved, but service continuity deteriorates due to information loss and time delays

Engineering Contradiction:

Improvespecialist expertise matchingVSAvoidprivate information continuity

Core Design Contradiction:

Measurement precisionVSLoss of information

Solution Approach 1:

The patent implements continuous communication sessions that persist through specialist transfers, ensuring that the customer remains connected without interruption. The useful action of communication continues seamlessly as the customer is transferred between specialists, eliminating the need to disconnect and reconnect. This maintains both private information continuity and service flow, while the system simultaneously matches specialists based on their expertise areas.

Inventive Principle:

Principle #20Continuity of useful action

Solution Approach 2:

The system introduces a central communication platform as an intermediary that manages the transfer process between specialists. This intermediary maintains the communication session and customer information while facilitating the transition to the appropriate specialist based on expertise matching requirements, thereby preventing information loss and reducing transfer delays.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Reliability

If multiple full-time specialists are employed at each service outlet, then customer service quality is improved, but operational cost increases

Engineering Contradiction:

Improvecustomer service qualityVSAvoidoperational cost

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The system enables self-service capabilities where customers can access specialists through on-demand video conferencing without requiring full-time specialist presence at each outlet. The communication system automatically manages connections, transfers, and session persistence, reducing the need for extensive manual coordination and specialist staffing while maintaining high service quality through accessible expert resources.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS9467651B2Determining electronic media format when transferring a customer between specialists or amongst communication sources at a customer service outlet

Publication Date: 2016.10.11 BANK OF AMERICA CORP

AI summary

Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.