Digitizing InStore Experiences

Digitising InStore Experiences

The essential enterprise such as utility, post and logistic, telecommunication and internet service companies, with multiple customer service centre, branches and stores across the nation have on-going administrative and challenges. Resources are always limited in remote stores; the enterprise does not have visibility on staff attendance, customer visit and appearance, access control to the high-value storeroom, branch computer room, not to mention, ability to service customer properly.

The current COVID situation required enterprise adhering to strict SOP has further complicated day to day operational challenges. Some enterprise practice work-from-home policy to reduce the risk exposure, however, on the contrary side, the store may need more resources to perform tasks such as recording walk-in customer detail (temperature, name, contact); manage crowd, regularly sanitizing workspace, ensure social distancing, tighten in-store security and etc.

However, the enterprise must continue to focus on driving operation efficiency, deliver better customer services and experiences, to stay competitive and maintain customer loyalty. One of the critical approaches is to transform the existing operation and administrative model – aggressively automate and streamline manual tasks through AI and technology.

Typically, the essential services include bill payment, opening account, postage, service registration, withdrawal, deposit, service transfer and more. Imaging every walk-in customer queuing at the store entrance, waiting to be temperature-measured, and then fill in their temperature along with some personal detail. The customer has to retrieve the counter number from the machine and wait for their turn to meet the customer service representative. When their number is called, depending on the type of business transaction, they have to fill in the personal detail again, submit their identity card to be validated.

Using A.I and facial recognition technology, the store can reduce the screening (temperature measurement, personnel record) time by 90%, eliminate customer to re-enter their detail; in fact, customer can validate their credential through face ID. To further accelerate the service, the store can channel standard services to the self-service terminal or kiosk (i.e. Visual Customer Service).

Most enterprise will implement work-from-home practice as part of a measure to mitigate risk exposure. Virtual customer service can be delivered from home by rotating staff; hence this creates a win-win situation between customer and enterprise.

Use cases (illustrated from diagram above)

(1) Register and queuing number

  • Walk-in customer perform self-registration through the FR terminal

  • Customer obtain the queue number by scanning the QR

  • Detect walk-in customer temperature and entrance time

(2) Counter validation and business transaction

  • Auto populate and fill up customer information

  • Facial authentication & validation

(3) Virtual Customer Services

  • Handle common services

  • Remote services

(4) Premier Service & Access Control

  • Staff Check in / Check out

  • Premier customer schedule meeting

Applicable industries:

  • Private sector - Insurance services, Bank service counter, Courier counter, Hospital

  • Public sector - Majlis counter, Pejabat offices, Immigration, Employee Welfare

  • Utility sector - Electricity, POS, Internet Services

Value & Benefits

  • Deliver fast, secured and contactless solution for in-branch transaction experiences

  • All-in-one solution for people registration, access control, body temperature detection and time attendance

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