Patent Application
20060182261
The present invention relates to a method and a system for providing a service.
For many customers, purchasing sophisticated technical equipment like production machinery, industrial plants, turbines, generators, passenger trains, vehicles, home entertainment devices and many more, an important aspect of their purchase decision is the availability of a reliable, efficient and cost-effective after-sales service. Modern technology often requires highly specialized and educated service providers. So more and more manufacturers put much effort in offering after-sales services and many independent service providers are competing with them.
When a customer's technical equipment needs service, he or she usually requests a service activity, for example a regular maintenance procedure, from a service provider. There is often more than one service provider available, and there are several aspects which influence the customer's choice.
First of all, the qualification of the service provider to provide the requested service activity is very important. Furthermore, a fast and efficient service is required. Much like a client-counselor relationship, many customers tend to appreciate a kind of lasting personal relationship with “their” personal service providers. Such a personal service provider is familiar with the customer's facilities and therefore ensures a quick and effective response to a service activity request.
On the other hand, the availability of a specific service person's response to a service activity request cannot always be assured. So another person has to take over the task often resulting in a longer processing time, because the other person is usually not as familiar with the customer's facilities as the specific service person, who has already provided the service or a similar service activity to the customer in the past. So valuable context knowledge already gained by the specific service person in the past regarding the customer's facilities is not available for speeding up the service activity provided by the other service person. This is especially true if, for example, a repeated service is requested regarding the same error correction of a technical system with the service persons being different each time.
It is therefore an object of the invention to provide a simple and effective method of providing a service.
One aspect of the invention thus involves a concept of setting up a database including information on qualified service persons and associated services.
The datasets of the database reflect the pool of service personnel from which a service provider can choose upon a service request received from a customer in order to appoint an appropriate service person to provide the customer with the service.
A further aspect provides for updating the retrieved dataset after providing the service to the customer, so that a future service request is always matched to an accurate, up-to-date database ensuring high service quality.
Another aspect of the invention includes using additional information about customers to whom a service person has already provided the requested service as a basis for choosing the service person from the pool of service persons.
Other aspects of the invention relate to technical supporting means like computer connections, tracking systems or pagers to track the qualified service person and establish communication between the customer and the service person.
Yet another advantageous aspect of the invention relates to using a further person for performing the service at the customer's facilities with the identified service person residing at a remote service center and instructing the further person on how to perform the service in detail using telecommunication means such as audio and/or video communication.
Further aspects relate to utilizing an artificial image or model of a human person or other creature as part of a Human-Machine-Interface (HMI). Such an artificial image or model is commonly referred to as an avatar. The avatar is displayed on the customer's computer screen when establishing communication between the identified service person and the customer. It is, for example, possible to assign a specific avatar to each individual customer so that each customer is always facing the same, familiar (even though artificial) person when requesting a service and the communication is established. In that case, the service person actually providing the service may not always be the same person but the avatar will always be the same “person” contacting the customer. The choice of the actual human service person can therefore be made solely on the basis of hard facts such as qualification, availability, response time and so on and need not include soft factors such as a (personal) relationship to the customer as the customer may not recognize the human acting behind the avatar's appearance. A consistent appearance of the same avatar to face the customer can be nearly as effective in establishing kind of a personal relationship and confidence between the customer and the service provider as the actual direct interaction between two human partners.
A further aspect of the present invention involves a system for providing a service including technical units implementing the steps outlined in the method according to the invention and its preferred embodiments.
Further aspects, features and advantages of the present invention will become apparent from the drawings and detailed description of the following preferred embodiments.
The above-mentioned and other concepts of the present invention will now be addressed with reference to the drawings of the preferred embodiments of the present invention. The shown embodiments are intended to illustrate, but not to limit the invention. The drawings contain the following figures, in which like numbers refer to like parts throughout the description and drawings and wherein:
Overview
The disclosed invention advantageously employs one or more base concepts.
It basically provides an efficient and simple method of providing a customer with a service upon a service request.
The service may include any kind of services, for example regular maintenance, emergency repair, delivery and installation of spare parts, optimization, operation etc. But also non-technical services shall be covered by the term “service” such as entertainment, medical diagnosis and treatment, delivery of ordered items like food and/or consumer goods.
Preferably, the customer's technical facility comprises at least one computer and that computer can be provided with the service online using an internet connection. In such case, the service can for example include software error handling, updating, optimizing and installation of software programs.
One concept is setting up a service-personnel related database including qualification information.
Another concept involves matching a service request with a dataset of the database using service-related, personnel-related and customer-related information.
Many customers tend to establish a trustful relationship with a service person whom they already know and whom they can rely on. So besides aiming at an efficient, qualification-related response to the service request, identifying the service person also takes into consideration former ties of the service person to the customer requesting the service, such as former service activities already performed at the customer's facilities, type of those activities, success in providing those activities, context knowledge derivable from those activities and so on.
After providing the service activity, the dataset of the identified service person is updated, at least with regard to the information regarding the service activity or the information regarding the service person's qualification, so that in connection with a future service request of the same or similar kind, the service person's chances of being selected from the database increase and so do the chances of a successful and efficient completion of a subsequent service request.
Yet another concept provides establishing communication between the customer and the identified service person.
Therein the communication may involve a further service person locally present at the customer's facility. The further service person acts as a communication interface being instructed to provide the service by the identified service person, who is present at a remote location such as a remote service center. Communication is preferably established using telecommunication technology such as a landline or mobile telephone, a video phone or the internet.
A further preferred concept includes utilizing an avatar displayed at the customer's computer terminal when establishing and maintaining the communication. The avatar serves the purpose of presenting a “familiar face” to the customer for creating a pleasant communication atmosphere, whereas the human service person actually providing the service (either remotely or locally) need not be known to the customer and can be selected solely based on qualification and/or efficiency aspects without taking into consideration former ties to the customer or similar information.
All the embodiments to be described in more detail in the following can be applied to providing technical and non-technical services to all kinds of customers. The services preferably include technical activities performed on facilities such as industrial plants, hotels, production machinery, turbines, generators, passenger trains, vehicles, home entertainment devices, but shall not be limited to any special purpose.
Step 1 involves setting up a service personnel database.
The database includes datasets each comprising information about at least one service person qualified to perform at least one service activity, information regarding the service activity and information relating to the customer.
For example, the customer-related information may include former service activities of the same or similar kind already provided to the requesting customer and a related service success by the service person. Thus, not only qualification as a neutral fact but also “service history” as a customer-related criterion can be taken into consideration when retrieving datasets from the database.
Step 2 depicts receiving a service request from a customer, for example by telephone or over the internet.
In Step 3, a dataset is retrieved from the database based on the service request. A retrieving rule can be based on any or all information included in the dataset and can involve weighing of the information, so that e.g. qualification is the more important retrieving criterion compared to service history, or vice versa.
Step 4 depicts identifying the service person included in the retrieved dataset.
Step 5 and 6 provide establishing communication with the customer and providing the customer with the service by the identified service person.
Communication thereby may include remote communication using the internet or radio telecom means such as a mobile phone.
Finally, step 7 involves updating the retrieved dataset to ensure accurate information stored in the database, so that any future identification of a service person upon a future service request is very efficient and promising.
The basic steps 1-7 are substantially identical to the steps already shown in
What is new is establishing the communication by a further service person, who is locally present at the customer's facility. Such a local, further service person acts as a intermediary communication medium between the customer and the identified service person, wherein the service is provided by the identified service person instructing the local, further service person, preferably over the phone, video phone or the internet.
The further service person is usually familiar with the customer and ensures a trustful atmosphere when communicating with the customer, whereas the identified service person ensures high quality of the provided service.
The system 10 includes a computer terminal 17 connected to a database 13, which comprises a plurality of datasets 15.
The datasets 15 include information on a plurality of service persons with regard to their qualification to provide a service, the service itself and customer-related information such as a “service history” of the service person.
A client uses a client terminal 23 to issue a service request to the service provider over the internet 21, for example by E-mail. The service request is received by an input device 19, for example an Email mailbox or a website. An evaluation device 27 retrieves a dataset 15 from the database 13, identifying at least one specific service person 26. Retrieving the dataset 15 can be based on any or all information included in the datasets 15, wherein the information can be weighted, emphasizing either qualification or service history of the service person.
Communication with the customer is established using a control device 29, for example a software program enabling a virtual meeting session on the internet.
The service provider is visually represented by an avatar 25 displayed on the client terminal 23. The avatar 25 can be a live or a recorded image and can further be animated and include voice output. Preferably, the avatar 25 is adapted to the customer requesting the service, so that different customers each have their “personal avatar” as part of the Human-Machine-Interface between the service provider and the customer.
The actual person providing the service is the identified service person 26, who may be at a remote location, even with regard to the service provider's location, and dispose of an internet access device such as a laptop and software tools to provide the customer with the requested service (e.g. software debugging, update or installation) using the internet.
After the identified service person 26 has provided the service, the database 13 is updated with regard to the dataset 13 assigned to the identified service person 26. Such an update may affect information related to the service person's 26 qualification, his or her service history, problems and success information associated with providing the service and so on.
In addition to the embodiments of the aspects of the present invention described above, those of skill in the art will be able to arrive at a variety of other arrangements and steps which, if not explicitly described in this document, nevertheless embody the principles of the invention and fall within the scope of the appended claims.
For example, the ordering of method steps is not necessarily fixed, but may be capable of being modified without departing from the scope and spirit of the present invention.
