Remote Attendant Computer Synchronization for Self-Service Terminals
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Solution Overview
Problem
Self-service computer systems often require assistance from wandering greeters, which increases labor costs and limits their ability to perform other transaction-related activities, as the greeter is typically tied to a specific location and cannot assist with tasks that require being elsewhere.
Innovation Solution
An interaction method between an attendant computer and a self-service computer, allowing the attendant to remotely monitor and assist with transactions by synchronizing screens and selections, enabling real-time communication and synchronization of user inputs between the two systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a wandering greeter is used to assist customers at self-service computers, then customer service quality improves, but labor costs increase
Solution Approach 1:
The system creates a visual copy of the self-service computer screen on the attendant computer, allowing the attendant to see exactly what the customer is viewing. This copying mechanism enables remote assistance without requiring physical presence at the terminal, reducing labor costs while maintaining service quality.
Solution Approach 2:
The network communication system acts as an intermediary between the self-service computer and the attendant computer, transmitting screen data and input data. This intermediary enables asynchronous communication and coordination, allowing the attendant to assist customers remotely without direct physical interaction.
2Adaptability or versatility
If a greeter is positioned amongst self-service computers to assist customers, then customer assistance availability improves, but the greeter cannot perform other transaction-related activities
Solution Approach 1:
The system transitions the assistance model from a physical spatial dimension (greeter positioned among computers) to a network communication dimension (remote digital connection). This allows the attendant to assist multiple customers across different locations simultaneously, increasing both assistance availability and productivity without physical constraints.
Solution Approach 2:
The attendant computer system provides universal assistance capability across multiple self-service computers simultaneously. The attendant can monitor and assist multiple customers at different terminals through the network, making the assistance resource versatile and multi-functional rather than limited to a single physical location.
3Productivity
If the attendant monitors and assists through remote computer interaction, then labor efficiency improves, but real-time coordination between systems is required
Solution Approach 1:
The system establishes bidirectional feedback loops where the self-service computer sends screen data to the attendant computer, and the attendant computer sends input data back to the self-service computer. This feedback mechanism enables real-time coordination and synchronization between the two systems, allowing efficient remote assistance while maintaining system coherence.
Data Source
AI summary
An interaction method between an attendant computer and one or more self-service computers where all computers share common application data, which facilitates real-time display of selections made by either a customer or an attendant at their respective computers.