Mobile App Geolocation for Support Verification
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Solution Overview
Problem
Conventional customer and technical support methods, such as call centers and web chat, are costly and inefficient due to the time-consuming process of verifying customer information before providing support, often leading to errors and inefficiencies.
Innovation Solution
A mobile support application that uses geo-location data to quickly identify the location of specific systems maintained by a vendor, allowing for efficient communication and support by automatically including current geo-location data in support requests, thereby reducing the need for manual verification and improving the speed of issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If conventional support methods (call centers, web chat) are used, then customer support can be provided, but the process is time-consuming and costly due to manual verification of customer information
Solution Approach 1:
The mobile application automatically retrieves and transmits customer information and geo-location data without requiring manual verification by support agents. The system serves itself by automatically gathering necessary data from the mobile device and sending it to the support server, eliminating the time-consuming manual verification process.
Solution Approach 2:
Customer information and geo-location data are collected and prepared in advance by the mobile application before the support interaction begins. The application automatically retrieves stored customer data and current location information, so that when support is needed, all necessary information is already assembled and ready for transmission to the support server.
2Reliability
If manual verification of customer information is performed, then support can be provided, but errors and inefficiencies occur during the verification process
Solution Approach 1:
The manual mechanical process of verifying customer information through phone calls or web chats is replaced by an automated electronic system. The mobile application automatically transmits verified customer data and geo-location information to the support server, eliminating human errors associated with manual verification while reducing the time required.
Solution Approach 2:
The system automatically receives and processes feedback in the form of geo-location data and customer information from the mobile application. The support server receives this pre-verified data and can immediately begin processing the support request without requiring additional verification steps, improving both reliability and speed.
3Speed
If geo-location data is automatically included in support requests, then system location identification is rapid, but the mobile application must automatically gather and transmit additional data
Solution Approach 1:
The mobile application is designed to perform multiple functions: it serves as both the customer interface and the data collection system. The application simultaneously handles user interaction, automatic retrieval of customer information, acquisition of geo-location data, and transmission to the support server, consolidating multiple functions into a single device and application.
Solution Approach 2:
The mobile application acts as an intermediary between the customer and the support server. It automatically gathers necessary data from the mobile device, formats the information, and transmits it to the support server, simplifying the overall system architecture by having a single intermediary handle all data collection and transmission tasks.
4Productivity
If conventional support methods are used, then support can be provided, but resources are wasted due to the lengthy verification process
Solution Approach 1:
The mobile application continuously maintains connection with the support server and automatically transmits data as soon as it is gathered. The geo-location data and customer information are ready for immediate transmission, eliminating idle verification time and ensuring that support processing continues without interruption once the request is initiated.
Data Source
AI summary
Retrieving information associated with a request for support is disclosed, including: receiving a request for customer support including geo-location data generated and included automatically in the request; and using the geo-location data to retrieve information associated with the request.