Video Ticket Office Agent Allocation
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Solution Overview
Problem
Transportation stations face inefficiencies due to the limited availability of human ticket agents, as booths are often underutilized or overwhelmed, and automated machines cannot handle unusual customer requests or provide services like ticket replacements or identity verification.
Innovation Solution
Implementing a Video Ticket Office (VTO) system that allows agents to remotely interact with customers through real-time video and audio communication, enabling agents to work from a central location and deployable machines at multiple stations, equipped with cameras, microphones, and input/output devices for ticketing, scheduling, and other services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human service agents are deployed in ticketing booths, then service quality and ability to handle unusual problems improve, but space consumption and operational costs increase
Solution Approach 1:
The patent creates a virtual copy of the human service agent through video imaging technology. The agent's image and voice are transmitted to the ticketing booth, allowing customers to interact with what appears to be a physical presence without actually occupying the space. This resolves the contradiction by providing the service quality of a human agent while eliminating the need for physical booth space.
Solution Approach 2:
The patent transitions the service delivery from a physical dimension (agent physically present in booth) to a virtual dimension (agent transmitted via video and audio signals). By moving the interaction to another dimension - the digital/telecommunications dimension - the system maintains service quality while eliminating space requirements.
2Adaptability or versatility
If ticketing booths with human agents are established, then customer service capability improves, but agent idle time increases when demand is low
Solution Approach 1:
The patent implements a dynamic service delivery model where agents are not permanently stationed at booths but are instead allocated on-demand through video transmission. Agents can be dynamically assigned to different booths based on real-time customer demand, eliminating idle time while maintaining service capability. The system transitions from static agent positioning to dynamic resource allocation.
Solution Approach 2:
The patent makes agents universal resources that can serve multiple functions and locations. A single agent can provide service across multiple ticketing booths by switching video feeds between locations, allowing one agent to handle demand fluctuations across different stations without requiring multiple physical booths or agents at each location.
3Productivity
If more ticketing booths are opened to meet demand surges, then service availability improves, but space and cost requirements increase
Solution Approach 1:
The patent merges multiple service locations into a single virtual service pool. Multiple ticketing booths share a common pool of agents who are distributed across booths via video transmission based on demand. This consolidation allows the system to provide service availability at multiple locations without requiring physical agents or infrastructure at each location, effectively merging resources while maintaining productivity.
Data Source
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AI summary
A Video Ticket Office provides interactive agent-assisted transportation service requests using real-time video and audio transmission with a separately-located operator center. A method may allow for changing from agent-assisted transportation service requests to automated services.