Wireless Kiosk Callback System for Mobile Contact Retrieval
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current self-service kiosks require customers to remain at the kiosk and manually input detailed information to initiate customer service transactions, which is inefficient and undesirable.
Innovation Solution
A call-back system that allows users to receive customer service on their mobile phone by automatically retrieving their phone number from a nearby customer service terminal, enabling agents to contact them without the need for manual input, and inferring context information based on the terminal's location for directed service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers use current self-service kiosks to initiate customer service transactions, then service transactions can be conducted, but customers must remain at the kiosk and manually input detailed information which is inefficient and undesirable
Solution Approach 1:
The system performs preliminary actions by automatically retrieving the customer's contact information from their mobile device before the customer service transaction begins. The kiosk proactively obtains the phone number through wireless communication when the mobile device is within range, eliminating the need for the customer to manually input this information during the service initiation process.
Solution Approach 2:
The system enables self-service by allowing the mobile device to automatically provide its own contact information to the kiosk through wireless communication protocols. The customer's phone essentially serves itself by broadcasting or allowing the kiosk to retrieve its identifier, removing the need for manual data entry while maintaining the self-service nature of the kiosk interaction.
2Loss of information
If customers remain at the self-service kiosk to initiate service transactions, then detailed information can be collected, but customer mobility is restricted and service efficiency is reduced
Solution Approach 1:
The system replaces the mechanical interaction of manual information input with wireless electromagnetic communication. Instead of the customer physically typing or writing their contact information at the kiosk, the system uses wireless communication protocols to automatically retrieve the phone number from the mobile device, substituting a mechanical process with an electronic field-based process.
Solution Approach 2:
The mobile device acts as an intermediary that automatically provides contact information to the kiosk system. Rather than the customer directly inputting information or the kiosk having to search for contact details, the mobile device serves as a mediator that bridges the information gap by voluntarily sharing its identifier with the kiosk through wireless communication.
Data Source
AI summary
Systems, methods, and computer-readable storage media for providing customer service help. The system first receives, from a user device, contact information associated with the user device, wherein the contact information is received via a customer service terminal having a user interface configured to wirelessly receive data from the user device when the user device is within a distance of the customer service terminal. In response to receiving the contact information, the system then identifies a customer service representative associated with the customer service terminal. The system then sends the contact information to a remote device associated with the customer service representative. The customer service representative can then initiate a customer service communication between the user device and the remote device in order to provide customer service help to the user associated with the user device.