RU153306U1 - INFORMATION TERMINAL - Google Patents

Abstract

1. An information terminal, comprising: a communication unit, configured to receive a signal from a device for organizing an electronic queue corresponding to a service selected by a user on a specified device, and with the ability to interact with a server to receive content based on the received signal, a demonstration unit associated with a communication unit and configured to demonstrate the content received from the server, a user interaction unit for receiving information from the user associated with the unit with ligature, while the communication unit is configured to transmit information received from the user to the server. 2. The information terminal according to claim 1, the communication unit of which is configured to communicate with a local and / or remote server. The information terminal according to claim 1, which comprises a data collection unit for collecting statistical information obtained by a user interaction unit as a result of user interaction.

Description

Field of Technology

This useful model relates to interactive systems for effective marketing and improvement management, in particular to information systems for targeted content management, asking questions and receiving answers from the user, more specifically, this useful model relates to an information terminal.

State of the art

Known utility model according to patent RU 126160 U1 "Panel evaluation of the quality of customer service", consisting of a housing on which there are two buttons. The electronic part of the remote control is mounted on a board placed in a housing that has connectors on different sides. The remote control is distinguished by the fact that at least two buttons of the case are located on its front side, the indication of the signal forming operability of which is provided by LED indicators. The electronic part of the remote control is mounted on a board placed in a plastic case with an RJ45 connector on one side, to which RS-485 (Ethernet) interface signals are supplied, and on the other hand, a DB9M connector, which is fed with RS-232 interface signals or connected via USB -port, by connecting via an RS232 / 485 signal converter, or having, on the other hand, a network communicator to which a remote computer is connected.

Also known is a utility model according to patent RU 93562 U1 "Service Quality Assessment System" comprising at least one information collection and transmission unit associated with an information processing unit and provided with at least one terminal that is configured to select three evaluation options and the output of which is connected with the information collection and transmission unit.

In addition, from the patent CN 101499187 A, an electronic queuing system is known comprising an electronic queuing management server, a communication gateway and an Internet terminal. According to CN 101499187 A, the terminal sends a service request through a communication gateway to the electronic queue management server. The request contains a service code, type of service and user identification code. In turn, the e-queue management server sends a response signal through the communication gateway. The response signal contains the service identification number and queue information of the mobile terminal, which contains the current queue number, the current called number and the service window number.

It should be noted that in technical solutions known from the prior art, it is not possible to differentiate the content displayed by the terminal. In addition, in known systems, a request for one or another information is received from the user, which limits the information content of the content provided by the terminal.

Thus, the objective of this utility model is to create an information terminal in which it is possible to differentiate the displayed content, as well as a terminal that provides content with increased information content in relation to known solutions.

Utility Model Disclosure

The objective of this utility model is solved by creating an information terminal containing a communication unit, which is configured to receive a signal from the device for organizing an electronic queue corresponding to the service selected by the user on the specified device, and with the ability to interact with the server to receive content based on the received signal, a demonstration unit, which is associated with the communication unit and is configured to demonstrate the content received from the server, the user interaction unit A mechanism for receiving information from a user that is connected to a communication unit, the communication unit being configured to transmit information received from the user to the server.

The information terminal in accordance with this utility model provides a technical result in the form of automation of the formation of a selection criterion for the information received by the information terminal, which increases the information content of the content provided to the user. The technical result is achieved due to the fact that the content sent from the server to the information terminal is generated without user intervention based on the signal received from the electronic queue management device associated with the information terminal. In addition, the information terminal provides an increase in the relevance of the information displayed to the user. Thus, this information terminal more satisfies the needs of the user.

According to one embodiment of the utility model, the communication unit of the information terminal is configured to communicate with a local and / or remote server.

According to one embodiment of the utility model, the information terminal comprises an information collection unit for collecting statistical information obtained by the user interaction unit as a result of user interaction.

Brief Description of the Drawings

This utility model is described in more detail with reference to the accompanying drawings, in which:

in FIG. 1 shows an example of scenarios for posing questions to a user on an information terminal according to one embodiment of the present utility model;

in FIG. 2 shows an example of selecting answers to the questions of the scenario of FIG. 1 on an information terminal according to one embodiment of the present utility model.

Utility Model Implementation

The information terminal according to this utility model is generally integrated into a feedback information system for managing target advertising information of an organization, which furthermore comprises a management server and a database server associated with the information terminal, and also, in one embodiment, comprises a system for managing an electronic queue, comprising a server for managing an electronic queue, at least one device for organizing an electronic queue and an information board, yazannye server for managing electronic queue. In one embodiment, the management server and the database server are combined into one server. The utility model allows you to manage content, generate scenarios to collect user opinions on the proposed products and services of the organization. In an embodiment of the utility model described herein, the user is a client, such as a client of a bank or other organization.

In a particular case, the information terminal can be used for marketing research and receiving feedback from customers and visitors. A feedback information system for managing targeted advertising information of an organization can be installed in small and large organizations, moreover, the information terminal is usually installed in service locations such as cash desks, bank offices, service, insurance, medical and government institutions. More specifically, the information terminal is located at the customer service location, for example, directly at the cash desk or at the operator’s workplace at the bank.

In accordance with one embodiment of the utility model, the information terminal comprises a communication unit that receives a signal corresponding to the service selected by the client from an electronic queuing device, which may be a terminal containing a touch screen for the client to select the service of interest , as well as a device for issuing checks intended for issuing checks, which indicate, for example, a place in the queue, to the client. A device for organizing an electronic queue is part of a system for managing an electronic queue, which is also integrated into a feedback information system for managing targeted advertising information. A system for managing an electronic queue may include devices for organizing an electronic queue, a server for managing an electronic queue, and a bulletin board. After a client selects a service, information from the device for organizing the electronic queue is transmitted to the specified server for managing the electronic queue, which, when the queue of a particular client is suitable, transmits to the electronic display, for example, information about the client number and the number of the service location to which the client is called. The communication unit may be, for example, a network card. At the same time, when the client selects the service of interest to him on the specified device for organizing an electronic queue, it also transmits a signal corresponding to the selected service to the communication unit of the information terminal. In addition, the communication unit of the information terminal has the ability to interact with the management server to receive content based on the signal received from the device for organizing the electronic queue. At the same time, the management server can be either local or remote. The information terminal also comprises a demonstration unit, which may be a screen, in particular a touch screen. The demonstration unit is associated with the communication unit and is configured to demonstrate the content received from the server. The information terminal also contains a client interaction unit for receiving information from the client. The interaction unit includes a processor and a touch element of the specified screen. The processor is designed to display information for interaction with the client, for example, questions, and the touch screen element is configured to receive a response from the client, for example, when the client selects the answer to the question. The interaction unit is connected to the communication unit. Moreover, the communication unit is configured to transmit information received from the client to the database server.

The information terminal receives content from a remote management server, which stores various content displayed on the information terminal. In addition, client management scripts can be created on the management server, for example, lists of questions and possible answers to them, a procedure for posing questions, a way to present these questions when they are presented to the client, etc. These scenarios can be easily created by the user directly on the management server or remotely by connecting to this management server, for example, through a user computer. Also, the hierarchy of the entire information system, into which the information terminal is integrated and which is described in more detail below, can be adjusted on the management server. In addition, the management server may include a database server on which information obtained during interaction with the client is stored, for example, information about the date and time when the interaction occurred, questions asked to the client, as well as answers to them, etc.

According to one embodiment of the utility model, the information terminal is configured to work with the client in three modes: “waiting” - displaying general information (advertising) about the organization itself, its goods and services (carried out at a time when any specific client); “Attraction” - information (advertising) is displayed that is tied to the service / product selected by the client (carried out at the time when the client was called to an authorized service workstation); “Interaction” - questions for gathering opinions on the services rendered (rendered) and the goods purchased (purchased) (preferably carried out at the time the customer service begins).

The client selects the service of interest to him on the device for organizing the electronic queue, as a result of which the device for organizing the electronic queue transmits a signal corresponding to the service selected by the client to the communication unit of the information terminal. Further, the communication unit downloads content from the server that corresponds to the service selected by the client and current at the current time. For example, if a bank client has selected a service related to obtaining a loan in the device for organizing an electronic queue, the specified content may be an advertisement of the loan products of the corresponding bank. At this time, the information terminal may be in standby mode. This mode is displayed at a time when no one is being serviced, when customers, for example, who have taken a ticket with a number in the device for organizing an electronic queue, are waiting for their call for service. In other words, the information terminal operates in the “standby” mode when the service location is idle, for example, the client is not being serviced or after the process of servicing the client (interaction with the client) has been completed.

Then the system for managing the electronic queue calls the client to the service location. This can happen, for example, due to the fact that the signal from the system for managing the electronic queue is sent to an information board informing the client that he is being called to the service place, and at the same time, a similar signal from the system for managing the electronic queue is sent to information terminal with the provision of the transfer of the information terminal to the "attraction" mode. At the same time, the terminal demonstration unit associated with the communication unit begins to demonstrate the content received from the server based on the indicated signal from the device for organizing the electronic queue. The information terminal operates in the “attraction” mode before starting the process of interaction between the information terminal and the client, in particular, using the displayed content of the client, they invite to start the interaction process. This may occur when the client calls the authorized service workstation. Moreover, the content in the “attraction” mode is displayed for a limited period, the duration of which can be manually adjusted by the maintenance staff of the information terminal both from the server and on the terminal itself, or automatically, for example, depending on the workload of the bank branch and the queue length, information about which can be obtained from a device for organizing an electronic queue.

Next, the information terminal switches to the “interaction” mode, in which the client interaction unit, which is connected to the information terminal communication unit, interacts with the client. As a rule, this consists of asking questions and receiving answers on the services rendered (rendered) and the goods purchased (purchased), at the time of starting the customer service. In this mode, the content demonstration unit displays questions asked to the client, as well as answers to them. In this case, the demonstration unit may be a screen. The interaction unit may provide, for example, the interaction of the client with the information terminal due to touch input on the specified screen. Thus, having selected one or several answer options, the client touches the screen in the places corresponding to this answer option or variants, after which, in accordance with the downloaded content, based on the answer given by the client, the client is asked the next question and the answer options are offered.

The number of questions can be any that allows a temporary format for customer service in the relevant organization. The client may be asked to give an arbitrary answer or select an answer from the proposed options. According to the scenario shown in FIG. 1, the customer is asked four questions. In this case, the formulation of the next question is made in accordance with the answer to the previous question. For example, in accordance with the scenario of FIG. 1, the client will be offered 5 answers to the first question Q-1. If the client chooses the first option A-1 of the answer, then he will be asked the second question Q-2 and four options A-6 - A-9 of answers are offered. If, when answering the first question Q-1, the client chooses any of the options A-2 - A-5 answers, he will be asked the third question Q-3 and five options are offered. In other words, asking each subsequent question may be determined by one or more relevant answers to the previous question. It is obvious to the specialist that the scenarios of asking questions to the user depending on the answers to previous questions can be any. Examples of scenarios for posing questions to the client and answers to them are shown in FIG. 1 and FIG. 2.

According to one embodiment of the utility model, the information terminal enters the “interaction” mode when the customer service process has begun. According to one implementation option, as the client answers questions, the communication unit transmits information received from the client to the server. In various implementations, the communication unit can transmit information to the server immediately after each question or after answering all the questions that the client answered.

After the end of the interaction process, i.e. when the client answered all the questions, the information terminal proceeds to the demonstration of the content of the “standby” mode.

The collected data (opinions and answers to questions) are stored in the database in relation to a specific client, as well as to the questions and services (goods) that were provided (sold) to a particular client, so that based on the collected data, reports can be generated in different sections ( by customers, by services / goods, by operators / employees of the organization).

The information terminal according to this utility model can be integrated into the information system for marketing research and receiving feedback from customers and visitors. The information system can be installed in small and large organizations, as a rule, in service areas, such as cash desks, bank offices, service, insurance, medical and government institutions. The standard version of the information system is fully integrated with systems for managing electronic queues.

SYSTEM ADMINISTRATION

The logic and graphical user interface for system administration, which can be located both on the server described in more detail below and on the terminal itself, are simple and allow, for example, any assistant in the marketing department or customer service department to manage question and answer scenarios without any either programming skills and knowledge.

Administration of branches (distributed branches of the organization) is performed using an easy-to-use web application located on the central management server - Q-Rating Branch Management. Scenarios should be able to be applied in accordance with the hierarchy described below and the depth to the workplace.

In accordance with one implementation option, the departments are managed in a tree structure with the following hierarchy, for example:

Each branch has its own identification number identifying where the branch / branch is located in the hierarchical structure of the organization. Identification information for the departments is stored in the database of the electronic queue management system (SUEO).

CREATING SCENARIOS

Client polling scripts are created on the server or on the information terminal itself using a simple drag-and-drop Q-Rating Scenario Editor, which allows scripting without any programming skills or knowledge.

For each scenario, graphic design template parameters can be configured, for example, such as: background image (for example, an imported file), font type, font size for questions, font color for questions, font size for answers, font color for answers, button style and color for answers, etc.

The graphic design of any questions and answers has a preview function for the convenience of presenting the final form of display.

For each type of content that is displayed in the "interaction" mode, it is possible to determine one or more (any suitable number) of questions and two or more answers (any suitable amount) for each question.

TABLET PC

In one embodiment of the implementation of this utility model, the information terminal is a tablet personal computer (PC). A tablet PC can operate under the operating system Android, Windows, Apple, etc. In one embodiment, a tablet PC with a touch screen is used. The tablet PC uses a web browser (Internet Explorer, Chrome, Safari, etc.) and an installed multimedia player, which are used to communicate with the server and display content. Your tablet is equipped with network interfaces that communicate with the server via a wired network (RJ45) or wirelessly. The operating system of the tablet PC is configured so that after starting the PC automatically connects to the server, launches a browser with the start page of the content displayed.

PROXY SERVER

The interaction of the information terminal with the server can occur through a proxy server located in the same branch of the bank as the information terminal. According to one embodiment of the utility model, the proxy server is connected to the branch office local network and performs the following tasks:

- Logic management of a separate local network for a tablet PC (wired / wireless);

- Administration of connected tablet PCs (mapping IP addresses or MAC addresses and workstation numbers);

- Web server for displaying content types of all information terminal operating modes;

- Interaction with the system for managing electronic queues; launching the content of the “attraction” mode for a particular client when the visit is initiated (a client with the corresponding coupon is called to the place of service);

- Storage of data obtained after interaction with the client;

- Uploading saved data to a central server.

The proxy server can be located on a standard nettop with the Linux operating system, a public web server and a public database.

MANAGEMENT SERVER

The management server is preferably a virtual server integrated into the overall server structure of the organization.

The server contains at least the following web applications:

- Q-Rating Branch Management

- Q-Rating Content Manager (Content Manager)

- Q-Rating Scenario Editor

- Q-Rating Statistics

All web applications run on a public web server, compatible, for example, with Windows Server 2008, Windows Server 2012, and Linux (the same operating systems that will be used for the SEEM, in particular for the Qmatic Orchestra R4 and Qmatic Management Portal )

DATABASE SERVER

The information system may also contain a central database server that collects statistics from all proxy servers regarding all completed cycles of interaction with the client.

The statistics database includes at least the following parameters:

- Date and time

- Workstation Identification Number

- Branch Identification Number

- Identification number of the visit using the SEEM (if there is integration with the SEEM, in the particular case with Qmatic)

- Identification number of the content of the waiting mode

- Identification number of the content mode "attraction"

- Identification number of the content of the interaction mode

- All answers in one scenario.

The database server can be installed on a separate virtual server or on the same virtual server as the central management server.

In addition, the same databases that are used for the SEEM can be used on the database server, such as Qmatic Orchestra and Qmatic Management Portal, including MS SQL 2014. It is also possible to use MySQL.

It should be noted that in the present description only some specific embodiments of the present utility model are disclosed. However, it will be apparent to one skilled in the art that various modifications of the present utility model are possible without going beyond the scope of protection defined by the utility model formula.

Claims (3)

1. An information terminal containing: a communication unit, configured to receive a signal from the device for organizing an electronic queue corresponding to the service selected by the user on the specified device, and with the ability to interact with the server to receive content based on the received signal, a demonstration unit associated with the communication unit and configured to demonstrate the content received from the server, a user interaction unit for receiving information from a user associated with a communication unit, wherein the communication unit is configured to transmit information received from the user to the server. 2. The information terminal according to claim 1, the communication unit of which is configured to communicate with a local and / or remote server. 3. The information terminal according to claim 1, which comprises an information collection unit for collecting statistical information obtained by the user interaction unit as a result of the user interaction.

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