Unified Interface for Client Service Transaction Automation
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Solution Overview
Problem
Service agents in client service centers face challenges in efficiently navigating complex computer systems to complete transactions, requiring extensive training and time due to the need to interact with multiple interfaces and databases.
Innovation Solution
A system with a single interface that guides users through a hierarchical sequence of screen views to access multiple data stores and systems, allowing agents to complete transactions by displaying subsequent views based on user-selected steps, reducing the need for extensive training and simplifying the process flow.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If agents interact with multiple complex computer systems to complete transactions, then comprehensive data access is achieved, but transaction time and training requirements increase significantly
Solution Approach 1:
The patent combines multiple separate computer systems (CRM, MIS, databases) into a single integrated interface that presents a unified view to the agent. This merging allows comprehensive data access from multiple systems without requiring the agent to navigate multiple separate interfaces, thereby reducing transaction time while maintaining complete information access.
Solution Approach 2:
The patent introduces an intermediary system that sits between the agent and multiple backend systems. This intermediary consolidates data from various sources (CRM, MIS, databases) and presents it through a single streamlined interface, acting as a mediator that eliminates the need for agents to directly interact with multiple complex systems simultaneously.
2Ease of operation
If agents are trained extensively on multiple systems, then system navigation capability improves, but training time increases from minutes to weeks or months
Solution Approach 1:
By merging multiple system interfaces into one unified interface, the patent reduces the complexity of system navigation. Agents no longer need to learn multiple separate systems and their interconnections; instead, they learn a single standardized interface that provides access to all necessary data and functions, reducing training time from weeks/months to minutes/hours.
Solution Approach 2:
The patent creates a universal interface that performs multiple functions (accessing CRM data, MIS data, databases) through a single standardized interaction model. This multi-functional interface eliminates the need for agents to learn system-specific navigation skills for each backend system, as the universal interface handles all data access requirements through consistent procedures.
3Adaptability or versatility
If multiple interfaces and data stores are accessed simultaneously, then comprehensive transaction completion is enabled, but interface complexity increases
Solution Approach 1:
The patent merges access to multiple data stores and systems through a single interface design. Instead of presenting separate interfaces for CRM, MIS, and databases, the system combines them into one unified interface that manages all data access behind the scenes, maintaining versatility while reducing visible complexity.
Solution Approach 2:
The patent employs an intermediary layer that manages the complexity of accessing multiple systems. This intermediary handles the intricate connections between CRM, MIS, and databases, presenting a simplified interface to the agent while maintaining the ability to complete comprehensive transactions across all systems.
Data Source
AI summary
A system for handling a transaction for a client service center comprising only one interface configured to communicate with a plurality of data stores to access data, interact with a user via a single screen device, and display one at a time on the single screen device a plurality of subsequent and dependent screen views to enable the user to view the data and implement a sequence of steps selected by the user to complete a transaction, wherein the interface does not display and does not notify the user of access to data on the different data stores, and wherein the screen views are displayed in a determined order based on the transaction and the steps selected by the user to reveal the data and the steps in a hierarchical manner from more general data and steps to more detailed and dependent data and steps.