Virtual Retail Assistant Using XML for Low-Bandwidth Agent Support
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Solution Overview
Problem
Customers face difficulties in retail stores due to inadequate training of sales staff, leading to poor shopping experiences, increased returns, and lost sales opportunities, as they often lack knowledge about products and accessories, and existing solutions like co-browsing kiosks require high bandwidth and are limited in information sharing.
Innovation Solution
A system using XML messages to connect customers with specialized agents via in-store kiosks, allowing agents to view and filter relevant information while customers receive necessary product information, enabling efficient communication and purchase processes over smaller bandwidth connections.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If co-browsing kiosks are used to connect customers with agents, then customers can receive assistance, but bandwidth consumption increases significantly
Solution Approach 1:
The patent extracts only the essential information and instructions from the agent's view and transmits them to the customer's kiosk, rather than transmitting the entire co-browsing session. The agent interface displays full product information and navigation paths, while the customer interface receives only the necessary displayed content, reducing bandwidth requirements while maintaining service effectiveness.
2Loss of information
If co-browsing is implemented, then customers can view information on the kiosk, but the agent is limited to viewing the same information as the customer
Solution Approach 1:
The patent segments the information display into two separate interfaces: an agent interface that can access comprehensive product databases, sales scripts, and additional resources, and a customer interface that displays only the information relevant to the customer's query. This segmentation allows each user to access the information appropriate to their role without requiring both to view identical content.
Solution Approach 2:
The system uses an intermediary message-passing mechanism where the agent's actions and selected information are transmitted to the customer's kiosk through a controlled communication protocol. This intermediary layer enables the agent to maintain access to full information resources while the customer receives only the necessary information, resolving the conflict between information completeness and access flexibility.
3Ease of operation
If in-store employees provide product assistance, then customers can receive immediate help, but employee training costs and attrition increase
Solution Approach 1:
The patent implements self-service through automated kiosk interfaces that guide customers through product information retrieval and purchase processes without requiring knowledgeable sales staff. The kiosks automatically display product details, specifications, and purchasing options based on customer selections, eliminating the need for highly trained employees while maintaining service accessibility.
Solution Approach 2:
The system replaces the mechanical system of trained human employees with an automated electronic system. Instead of relying on employee knowledge and experience, the patent uses computer-based kiosks that automatically provide product information and facilitate transactions, substituting human expertise with programmed information delivery mechanisms that reduce training costs and attrition impacts.
Data Source
AI summary
Embodiments of the present invention are directed to systems and methods for facilitating communication between a customer at a retail store and a specialized agent at a remote location. The customer uses an in-store smart client kiosk to initiate a communication session with the agent. The agent can instruct the smart client kiosk to display information relevant to the customer's questions. In embodiments, the messages are XML messages transmitted between the agent's device and the smart client kiosk. The XML information contains information to retrieve content, rather than the content itself, which allows the communication to take place over a small bandwidth connection. Communication takes place in an environment that does not require co-browsing, which allows the agent to analyze large amounts of information but send only helpful information to the client.