Remote Kiosk Reception Interface for Multi-Location Video Service

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Existing solutions for managing receptionist interactions lack personal interaction capabilities and fail to allow a pool of remote receptionists to interact with multiple remote customers across different locations, leading to high turnover, absenteeism, and limited functionality.

Innovation Solution

An interaction management system enabling a pool of receptionists to interact with multiple remote customers using video calls, allowing simultaneous video calls and management of peripheral functions like document scanning, printing, and payment collection across multiple kiosk devices.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If a pool of remote receptionists interacts with multiple remote customers across different locations using video calls, then personal interaction capabilities and service coverage are improved, but device complexity and system infrastructure requirements increase

Engineering Contradiction:

Improveservice coverageVSAvoidsystem infrastructure

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The remote receptionist devices are designed to perform multiple functions: receiving video feeds from multiple kiosk locations, initiating video calls, managing peripheral devices (scanners, printers, payment terminals), and coordinating with multiple kiosk devices simultaneously. This multi-functionality allows a single receptionist device to serve multiple locations without requiring separate systems at each location.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The system employs a central server as an intermediary that coordinates communications between kiosk devices and receptionist devices. The server manages video feed distribution, call routing, and peripheral device control signals, reducing the complexity burden on individual receptionist devices while enabling versatile service coverage across multiple locations.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Productivity

If multiple receptionists serve multiple locations independently, then productivity and extended coverage are improved, but coordination complexity and communication overhead increase

Engineering Contradiction:

Improveservice efficiencyVSAvoidcoordination system

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system implements feedback mechanisms where the central server continuously monitors the status of each receptionist device and kiosk device, including availability states, active call information, and peripheral device status. This real-time feedback enables automatic routing of customer requests to available receptionists and ensures proper coordination without requiring complex manual management protocols.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The receptionist devices dynamically adjust their operational state based on current workload and availability. The system can automatically transfer calls between receptionists, place calls on hold, and manage peripheral device access dynamically, allowing the coordination system to adapt to changing conditions without increasing structural complexity.

Inventive Principle:

Principle #15Dynamics

3Ease of operation

If video calls and live video feeds are presented simultaneously on receptionist user interface, then personal interaction and monitoring capabilities are improved, but interface complexity and information processing requirements increase

Engineering Contradiction:

Improveinteraction capabilityVSAvoiduser interface

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The receptionist user interface is segmented into distinct functional areas: a live video feed section showing the kiosk location, a video call section for customer interaction, and control sections for peripheral devices. This segmentation allows multiple video streams and control functions to coexist without creating a cluttered or confusing interface, as each function has its designated space.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The interface employs nested display structures where video call windows can be overlaid or nested within the broader context of the live video feed and control panels. This nested arrangement allows receptionists to maintain awareness of the overall situation while engaging in personal video interactions, managing multiple information layers simultaneously without overwhelming the interface.

Inventive Principle:

Principle #7Nested doll (Nesting)

Data Source

PatentUS12519908B2Interaction management system for multiple kiosk devices and multiple virtual receptionist devices

Publication Date: 2026.01.06 MILL MOUNTAIN TECH

AI summary

A system may include multiple remote kiosk devices each to present a respective kiosk user interface and multiple remote receptionist devices each to present a respective receptionist user interface. The system may perform operations comprising receiving at the receptionist devices live video feeds captured by the multiple kiosk devices and providing the multiple live video feeds to the remote receptionist devices. The remote receptionist devices present the multiple live video feeds in the receptionist user interfaces The system may receive, from a receptionist device, a request to initiate a video call with a remote kiosk device, may initiate a video call between the remote receptionist device and the remote kiosk device, and may cause the user interface of the remote receptionist device to present the video call and the live video feeds simultaneously.