Proximity-Based Customer Interaction Tracking System
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Solution Overview
Problem
Businesses face challenges in effectively monitoring and recording customer interactions at physical branch locations, which reduces the quality of service and hampers data collection for analysis, unlike contact centers where interactions are easily recorded and analyzed.
Innovation Solution
A system and method that utilize proximity information to create interaction objects, storing data on customer interactions, including user identification, interaction time, and media type, to facilitate better routing and service by identifying qualified agents and enhancing data collection at physical locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If businesses use traditional monitoring methods at physical branch locations, then service delivery is maintained, but interaction data collection is insufficient and difficult to track
Solution Approach 1:
The system uses mobile devices that agents already possess for multiple functions: communication, data collection via proximity sensors, interaction monitoring, and profile management. This eliminates the need for separate dedicated monitoring equipment at physical locations, resolving the contradiction between comprehensive data collection and system complexity.
Solution Approach 2:
The system introduces a server as an intermediary that receives proximity information from mobile devices, processes interaction data, and manages routing decisions. This centralizes data collection efforts and simplifies the complexity at individual agent locations while maintaining comprehensive monitoring capabilities.
2Adaptability or versatility
If agents work away from fixed workstations to improve mobility, then service flexibility increases, but access to communication devices and information quality decreases
Solution Approach 1:
The system dynamically adjusts routing decisions based on real-time proximity information. As agents move between locations and their proximity to different devices changes, the system adapts routing to ensure customers are connected with available agents regardless of physical location, maintaining reliability while supporting mobility.
Solution Approach 2:
The system pre-establishes routing rules and proximity thresholds that enable automatic routing decisions before agents need to physically reach devices. By calculating optimal routing in advance based on predicted proximity and agent availability, the system ensures continuous communication access regardless of agent movement.
3Loss of information
If businesses implement comprehensive interaction monitoring at physical locations, then data collection improves, but system complexity and implementation difficulty increase
Solution Approach 1:
The system leverages the mobile devices that agents already possess and use for their primary work functions. These devices inherently contain sensors and capabilities for proximity detection and communication, eliminating the need for separate monitoring infrastructure. The devices essentially monitor and report their own location and interaction status, simplifying implementation while achieving comprehensive data collection.
Solution Approach 2:
The system merges the monitoring function with the existing mobile communication devices used by agents. By combining interaction monitoring, location tracking, and communication capabilities into a single integrated system using devices agents already have, the implementation becomes simpler while achieving comprehensive interaction tracking.
Data Source
AI summary
A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retrieved data.