Video Customer Support System Using Server-Mediated Expert Matching
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Financial institutions face challenges in providing efficient customer support as customers often struggle to connect with experts in specific products or services, leading to frustration and lost sales opportunities due to the need for multiple steps in identifying and connecting with appropriate customer service representatives, especially when conventional devices lack video capabilities.
Innovation Solution
A system and method utilizing video conferencing to instantly connect users with customer service representatives through a touchpoint device, server, and database, allowing for identification, document-based expert selection, and seamless video/audio communication without requiring additional user information, enabling efficient service transactions and expert access across locations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If video conferencing is implemented to connect customers with representatives, then customer service quality and accessibility are improved, but device complexity and implementation cost increase
Solution Approach 1:
The patent introduces a server as an intermediary component that manages video conferencing connections between customers and representatives. The server handles matching, connection establishment, and coordination, thereby improving service accessibility without requiring complex video capabilities in every endpoint device. The server acts as a mediator that simplifies the overall system architecture while enabling sophisticated matching and routing functionality.
Solution Approach 2:
The touchpoint device is designed to serve multiple functions: it can display electronic documents, capture customer information, initiate video calls, and receive customer service connections. By making the device multi-functional, the system avoids needing separate specialized devices for each function, thereby improving ease of operation without proportionally increasing device complexity. The same device handles both document viewing and video communication capabilities.
2Reliability
If multiple steps are required to identify and connect with the appropriate representative, then connection accuracy is improved, but connection time and customer frustration increase
Solution Approach 1:
The system performs preliminary actions by pre-collecting and storing customer information, product details, and representative expertise profiles in databases before a service request occurs. When a customer needs assistance, the server can immediately query these pre-organized databases and perform automated matching without requiring multiple sequential steps from the customer. The representative's area of expertise is predetermined and stored, enabling rapid automated assignment.
Solution Approach 2:
The system implements self-service through automated representative selection and connection establishment. Instead of requiring customers to manually search for or request specific representatives through multiple steps, the server automatically matches customers with appropriate representatives based on stored criteria and initiates the video connection without customer intervention. This automated self-service approach maintains high matching accuracy while dramatically reducing connection time and customer effort.
3Ease of operation
If conventional devices without video capabilities are used, then device cost and complexity are reduced, but customer service quality and personal interaction are degraded
Solution Approach 1:
The patent merges the video conferencing functionality with the existing touchpoint device that customers already use to access electronic documents and services. Instead of requiring separate video devices, the system combines document viewing, information input, and video communication capabilities into a single integrated touchpoint interface. This merging approach enhances service quality by enabling face-to-face interaction while avoiding the need for customers to adopt additional complex devices.
Solution Approach 2:
The server acts as an intermediary that enables video conferencing functionality without requiring the touchpoint device to have native video capabilities. The server handles video processing, representative connection, and communication routing, allowing the touchpoint device to serve as a simple access point. This intermediary approach provides high-quality video service while keeping the customer-facing device relatively simple and cost-effective.
Data Source
AI summary
Embodiments described can more effectively complete complicated service transactions in a more efficient manner by having a team of well-trained professionals who are instantly “streamed” into any location as necessary. A two-way communication system can provide instant or quick access to the right expert at the right point in time, thereby converting what might otherwise be a negative customer experience into a positive sales and service opportunity. A computer implemented method for providing customer support comprises receiving, by a touchpoint device, identification information from a user of the touchpoint device; receiving the identification information; providing an electronic document to the user; receiving an input from the user requesting a session with a representative; selecting a representative based at least in part on the electronic document; providing information about the electronic document to the representative; and establishing a connection between the representative and the touchpoint device.