Video Conference Representative Selection System
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Solution Overview
Problem
Customers face inconvenience in interacting with financial institution representatives due to limitations in existing communication methods, such as the need to visit a banking facility or rely on phone or text-based communications, which lack the ability to select preferred representatives.
Innovation Solution
A system that allows users to select a customer service representative from a pool based on previous interactions, with features like representative ranking, image presentation, and user preference matching, enabling audio-visual conferencing and seamless connection management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If phone or text-based communications are used, then customer service interaction is possible, but the ability to select preferred representatives is lost
Solution Approach 1:
The system segments the representative selection process into distinct components: a pool of available representatives is identified, individual representative profiles with images and information are prepared, and the customer is presented with multiple options to choose from. This segmentation enables representative selection while maintaining manageable system complexity.
Solution Approach 2:
The patent introduces an intermediary system (the video conference platform) that mediates between the customer and representatives. This intermediary manages the complexity of representative selection, profile management, and connection establishment, thereby enabling representative choice without requiring the customer to directly manage the complex selection process.
2Adaptability or versatility
If video conference system is implemented, then representative selection and personalized service are enabled, but system complexity increases
Solution Approach 1:
The video conference system is designed to perform multiple functions: it enables representative selection, displays representative profiles and images, manages video/audio connections, and facilitates personalized customer service interactions. By consolidating these functions into a single multi-functional platform, the system achieves high adaptability while managing complexity through integration rather than separate systems.
Solution Approach 2:
The system enables customers to independently select their preferred representatives by viewing profiles and making choices without requiring agent intervention. The automated matching and connection establishment further reduce the need for manual system management, allowing the system to serve itself in managing complexity while providing personalized service.
3Reliability
If representative pool is expanded for customer selection, then service quality improves, but management complexity increases
Solution Approach 1:
The system performs preliminary actions by pre-identifying and preparing a pool of available representatives before the customer arrives. Representative profiles, including images and service information, are pre-configured and stored in the system. This preliminary preparation enables the customer to make informed selections while the system manages the complexity of having multiple representatives through automated organization and presentation.
Data Source
AI summary
Embodiments of the invention are directed to systems, methods and computer program products for assisting a user to select a customer service representative of a financial institution in preparation for a customer service conference. Embodiments determine that an operative connection is being established between a user device of the user and a system associated with the financial institution, such that the user and the representative of the financial institution may conduct the conference; recognize the user as a customer enrolled in a representative pre-selection program; determine at least one representative from a pool of potential representatives, the at least one representative determined for presentation to the user for user selection and determined based at least in part on the user having previously conferenced with the at least one representative; and receive user input selecting one of the at least one representatives for conference connection.