Transparent Panel AR Viewing With Pre-Interaction User Verification
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Solution Overview
Problem
Customer service representatives lack information about the identity and motives of individuals entering their locations, which can lead to increased risk of fraud and theft, as they often interact with unknown customers without adequate verification methods.
Innovation Solution
An augmented reality system using cameras and sensors to identify users based on visual, biometric, and movement characteristics, projecting customer-specific interaction data onto a transparent panel visible only to representatives, enhancing security and service efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customer service representatives interact with customers without verification methods, then ease of operation is improved, but reliability deteriorates due to increased fraud risk
Solution Approach 1:
The system performs user detection and identification before the customer service representative interacts with the customer. Cameras and sensors capture visual data of the user, and the system retrieves pre-stored user information from databases, preparing verification data in advance to enable secure interactions without delays
Solution Approach 2:
The patent introduces an augmented reality interface as an intermediary between the customer service representative and the customer. This interface displays verified user information, transaction details, and security alerts, allowing the representative to maintain ease of interaction while having access to reliable verification data without directly confronting the customer about security measures
2Reliability
If user identification systems are implemented, then reliability is improved through fraud detection, but device complexity increases
Solution Approach 1:
The system uses multi-functional camera devices that can detect visual data for both security verification and customer service purposes. The same imaging infrastructure serves multiple functions: identifying users, verifying their characteristics against stored data, and providing augmented reality information to representatives, thereby reducing the need for separate dedicated verification equipment
Solution Approach 2:
The system automatically performs user detection, identification, and information retrieval without requiring manual verification steps from the customer service representative. The augmented reality interface automatically updates with relevant user information, and the system self-manages the comparison of detected characteristics with stored user profiles, reducing operational complexity despite the advanced technology involved
3Loss of information
If augmented reality interfaces are used to display user information, then information availability is improved, but loss of privacy increases
Solution Approach 1:
The augmented reality interface displays different types of information with different levels of detail based on the specific interaction context. The system selectively presents only relevant user information (such as verification status, account type, or transaction history) rather than displaying all available data, thereby providing necessary information accessibility while minimizing privacy intrusion by showing only what is locally appropriate for each interaction scenario
Data Source
AI summary
An augmented reality customer interaction system includes a transparent panel having a first side and a second side that is opposite to the first side, and a camera device configured to capture visual data from an area adjacent to the second side of the transparent panel. The visual data includes identifying features of a customer located in the area with respect to the second side of the transparent panel. The system further includes a projection system configured to project information on the first side of the transparent panel. The information projected on the first side of the transparent panel may include customer interaction data retrieved from a data store based on the identifying features of the customer.