Video Collaboration Routing for Banking Expert Access

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Solution Overview

Problem

Customers often face challenges in accessing expert knowledge for products or services due to limitations in store-based customer representatives, who may be busy or lack the necessary expertise, leading to inefficiencies in customer service and sales interactions, particularly in a non-face-to-face setting like call centers.

Innovation Solution

A system and method for routing and queuing calls that utilize video collaboration between on-site associates and off-site experts, enabling face-to-face interactions through video conferencing, with routing decisions based on customer inquiries, availability, language, expertise, and staffing levels, allowing customers to connect with appropriate experts via video or non-video calls.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If customer representatives are placed in every store location to serve all customer needs, then customer service availability is improved, but operational cost increases significantly

Engineering Contradiction:

Improvecustomer service availabilityVSAvoidoperational cost

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent introduces video conferencing technology as an intermediary that connects customers at store locations with remote customer representatives at call centers. This allows customers to receive expert service without requiring physical presence of specialists at each store, thereby reducing operational costs while maintaining service availability.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent transitions customer service from a purely physical dimension (in-person interaction at store locations) to include a virtual dimension (video conferencing). This enables experts to serve multiple locations simultaneously, improving service coverage without proportionally increasing staffing costs at each physical location.

Inventive Principle:

Principle #17Another dimension (Dimensionality change)

2Adaptability or versatility

If customer representatives with specialized expertise are stationed at store locations, then expertise availability is improved, but cost effectiveness deteriorates due to underutilization

Engineering Contradiction:

Improveexpertise availabilityVSAvoidcost effectiveness

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent makes customer representatives universal by enabling them to serve multiple store locations through video conferencing. A single expert at a call center can assist customers at various locations, making the expertise resource multi-functional and eliminating the need to duplicate specialized staff at each location.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The patent creates virtual copies of customer representatives through video conferencing technology. These digital avatars allow experts to be present at multiple locations simultaneously, providing specialized expertise without the cost of physically deploying duplicate staff members.

Inventive Principle:

Principle #26Copying

3Productivity

If telephone calls are used for customer service, then operational cost is reduced, but customer satisfaction deteriorates due to lack of personal interaction

Engineering Contradiction:

Improveoperational costVSAvoidcustomer satisfaction

Core Design Contradiction:

ProductivityVSEase of operation

Solution Approach 1:

The patent changes the interaction parameter from audio-only (telephone) to video-enabled communication. This enhancement maintains the cost benefits of remote servicing while adding visual contact that improves personal interaction quality and customer satisfaction.

Inventive Principle:

Principle #35Parameter changes

4Ease of operation

If on-site customer representatives are used, then face-to-face interaction is provided, but expertise matching with customer needs becomes difficult

Engineering Contradiction:

Improveface-to-face interactionVSAvoidexpertise matching

Core Design Contradiction:

Ease of operationVSAdaptability or versatility

Solution Approach 1:

The patent implements feedback mechanisms where on-site associates can request additional expertise during video calls, and the system can provide information about available experts to ensure proper matching. This allows the system to maintain face-to-face interaction while improving expertise-customer need alignment through continuous information exchange.

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS8804942B2Routing and queuing information for video conferencing in banking centers

Publication Date: 2014.08.12 BANK OF AMERICA CORP

AI summary

Embodiments of the present invention provide apparatuses and methods for providing improved customer service and sales experiences through collaborative face-to-face interaction between a customer and an expert in another location. Some embodiments of the invention comprise apparatuses and methods for video collaboration between an associate of the business located on-site at the point of inquiry, the customer who requires customer service, and an expert located off-site, typically at a call center. Other embodiments of the invention comprise apparatuses and methods for queuing video collaboration and non-video collaboration calls within a call center. The embodiments of the invention relate to apparatuses and methods that can be used for any business that has on-site point of inquiry centers, but the apparatuses and methods are particularly useful for banking customers who enter banking centers to interact on a face-to-face basis with an expert in the area of the customer's needs.