Pseudo-Avatars for Virtual Queue Perception Management
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Solution Overview
Problem
In virtual three-dimensional environments, managing user experience while waiting in queues is challenging due to the ease of abandoning virtual stores and the potential for long wait times, which can lead to lost customers.
Innovation Solution
The system creates pseudo-customer avatars to manage queue appearances, adjusting the number of avatars in queues and using conversational avatars to engage users, while also personalizing server avatars and surroundings based on user preferences to encourage users to wait.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users are allowed to freely enter and exit virtual stores, then user freedom and ease of operation are improved, but customer retention and queue stability deteriorate
Solution Approach 1:
The patent introduces pseudo-customer avatars as intermediary elements that mediate between the virtual store system and real customer avatars. These pseudo-avatars create artificial queue activity and social proof, making customers feel their waiting is worthwhile while preserving their freedom to leave. The pseudo-avatars act as a buffer that maintains queue stability without restricting customer movement freedom.
2Productivity
If additional workers or automation are added to reduce queue length, then service speed and productivity are improved, but system complexity and costs increase
Solution Approach 1:
The patent creates copies of customer avatars (pseudo-customer avatars) that simulate queue behavior without requiring additional human workers or complex automation systems. These copied avatars perform the function of maintaining queue activity and providing social proof, achieving productivity improvement through virtual replication rather than physical expansion of service capacity.
3Quantity of substance
If the number of customers in virtual store is increased, then commercial viability and revenue are improved, but queue length and wait time increase
Solution Approach 1:
The patent uses pseudo-customer avatars as copies that simulate the presence and behavior of real customers in the queue. These virtual copies create the perception of high customer volume and active queue movement without actually increasing the number of real customers waiting, thereby maintaining commercial viability while preventing real wait time increases.
Solution Approach 2:
The patent changes the parameter of queue composition by introducing a mixture of real and pseudo-customer avatars. This parameter change allows the system to maintain high apparent customer volume (improving commercial viability) while the pseudo-avatars actively move through the queue, creating the perception of faster service and reducing actual wait times for real customers.
Data Source
AI summary
A method improving a customers experience in a queue located in a three-dimensional virtual environment is provided. The method includes the creation of computer controlled pseudo avatars that are added and removed from queues to create the perception that the queues are moving. A conversational avatar is further provided to engage the customer avatars in conversation.