Mobile Transaction Form Pre-filling to Reduce Agent Wait Time
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Solution Overview
Problem
Users face delays when executing transactions at physical facilities, such as financial institutions, due to inefficiencies in the interaction process between users and agents or computing devices.
Innovation Solution
A system that uses mobile devices to determine the user's intent and facilitate transactions by transmitting forms for information input, allowing users to partially or fully execute transactions on their devices, and directing them to agents only when necessary, thereby reducing wait times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users interact with agents at physical facilities to execute transactions, then transactions can be completed with human assistance, but users experience long wait times and reduced efficiency
Solution Approach 1:
The system performs preliminary actions by detecting user approach to the facility and automatically initiating the transaction workflow on the user's mobile device before the user reaches the agent. The form is pre-loaded with transaction details, and the user can begin filling out required information immediately upon arrival, eliminating the need to wait for agent availability to start the transaction process.
Solution Approach 2:
The mobile device enables users to perform self-service by independently completing transaction forms, providing personal information, and initiating transactions without requiring immediate agent assistance. The system allows users to autonomously navigate through transaction steps, attach documents, and submit information directly from their mobile devices while waiting for agent availability.
2Loss of information
If users manually fill out forms at the facility, then all transaction information can be collected, but the process is time-consuming and inefficient
Solution Approach 1:
The system performs preliminary data collection by automatically populating form fields with pre-existing user information from the institution's databases before the user arrives at the facility. Transaction details such as account information, recent transaction history, and preferred communication methods are pre-loaded into the mobile device form, requiring users to only provide updated or specific information rather than filling out entire forms manually.
Solution Approach 2:
The system creates a digital copy of the traditional paper form workflow by replicating form structures, validation rules, and data collection processes on the mobile device. The form mirrors the official institution form layout and requirements, ensuring information completeness while enabling users to complete it electronically and instantly transmit it to the agent's system.
3Loss of time
If the system detects user approach and initiates transactions automatically, then user wait times are reduced, but the system complexity increases
Solution Approach 1:
The mobile device serves as an intermediary between the user and the institution's core systems. It acts as a bridge that receives location signals from the facility's detection system, stores transaction forms locally, communicates with the user, and transmits completed data to the agent's system. This intermediary approach distributes system complexity to the user's device rather than requiring all complexity to reside at the facility.
Solution Approach 2:
The system replaces manual mechanical interactions (physically handing forms to agents, typing on keyboards, navigating paper workflows) with electronic and automated processes. Location detection automatically triggers form initiation, mobile devices handle data input and transmission, and digital communication replaces physical form handling, eliminating the need for complex manual coordination systems while reducing wait times.
Data Source
AI summary
Embodiments of the invention are directed to systems, methods and computer program products for performing preliminary steps of a transaction on a mobile device. In some embodiments, a system is configured to: determine a user has entered a facility, wherein the user has a mobile device, and wherein the user is waiting to interact with at least one of an agent at or away from the facility or a computing device at the facility; communicate with the mobile device to determine a reason for the user's visit to the facility, the reason comprising a transaction intended to be executed by the user at the facility; transmit a form to the user's mobile device, the form being based on the intended transaction, and the form prompting the user to input information associated with the intended transaction; receive the user-filled form from the user's mobile device.