Mobile Kiosk Premises Tagging for Contact Center Routing
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Solution Overview
Problem
Contact centers struggle to provide efficient customer service in face-to-face settings, such as retail stores, as they lack the ability to identify customer history and current needs, leading to suboptimal service experiences.
Innovation Solution
Implementing a premises-enabled mobile kiosk that generates and tags customer contacts with a premises tag, allowing contact centers to route these contacts efficiently and access relevant databases for personalized service, using technologies like NFC or Bluetooth for identification.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If contact centers use traditional phone or Internet channels, then they can access customer history and provide personalized service, but they cannot provide face-to-face customer service
Solution Approach 1:
The mobile kiosk acts as an intermediary device between the customer and the contact center system. It captures customer identification data and contact information locally, then transmits this information to the contact center, enabling both face-to-face interaction and access to customer history through the intermediary's data relay function
Solution Approach 2:
The system performs preliminary actions by capturing and storing customer identification information and contact details at the mobile kiosk before the contact is transmitted to the contact center. This preliminary data collection ensures that customer history is available when the contact is processed, resolving the timing issue between face-to-face interaction and information access
2Loss of information
If businesses do not use mobile kiosks, then they maintain simple operations, but they cannot identify customers or access their purchase history during face-to-face interactions
Solution Approach 1:
The mobile kiosk is designed as a multi-functional device that performs customer identification, contact capture, data transmission, and interface with both enterprise and vendor databases. By consolidating these multiple functions into a single portable device, the system achieves comprehensive customer identification without proportionally increasing overall system complexity
Solution Approach 2:
The mobile kiosk creates a portable copy of the contact center's database access capabilities in the field. It maintains local storage for customer data and can replicate database queries and information retrieval functions, enabling customer history access outside the traditional contact center environment without requiring full database connectivity at every location
3Productivity
If contact centers route contacts without premises tags, then the routing process is simple, but they cannot prioritize face-to-face interactions or access premises-specific databases
Solution Approach 1:
The mobile kiosk attaches the premises tag to the contact information before transmission to the contact center. This preliminary tagging action enables the contact center to immediately recognize the contact's origin and apply appropriate routing rules, prioritizing face-to-face interactions without requiring complex real-time processing at the contact center
Solution Approach 2:
The system introduces local quality by adding premises-specific identification information (premises tag) to contacts originating from specific locations. This allows the contact center to differentiate and prioritize contacts based on their local origin, enabling premises-specific database access and targeted routing while maintaining overall routing simplicity through a clear tagging mechanism
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
Enables personalized and efficient customer service by allowing contact centers to prioritize and route face-to-face interactions based on customer history and needs, improving service quality and customer experience.
Implementation Method 1
The premises information may be provided to the mobile kiosk via Near Field Communications (NFC) technology or Bluetooth
Implementation Method 2
The premises information may be provided to the mobile kiosk via Near Field Communications (NFC) technology or Bluetooth
Data Source
AI summary
A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.