Patent Publication Number: US-2005135458-A1

Title: System and method for distance assistance and coaching

Description:
CROSS-REFERENCE TO RELATED APPLICATION(S)  
      This application claims the benefit of U.S. Provisional Application No. 60/525,472 filed Nov. 26, 2003 for “Operations Command Center” by David W. Graves and Ronald C. Hammer. 
    
    
     BACKGROUND OF THE INVENTION  
      The invention relates generally to remote site monitoring and communication. Specifically, the invention is a system and method for monitoring, assisting, and coaching representatives at a number of remote locations from a central location.  
      Many organizations today are faced with the task of managing a number of remote locations. For example, retail companies often maintain and manage a number of remote store locations. Maintaining a uniform customer experience in terms of appearance of each location, as well as in employee conduct and customer interaction, becomes difficult. For example, new employees require training and coaching typically provided by a more experienced manager or supervisor. Having an experienced manager or supervisor at every location at all times is difficult for many growing companies. In particular, companies are often faced with high turnover rates, meaning experienced managers and supervisors may not be available at all locations. Many locations may only require a single employee to operate, in which case training and coaching from a supervisor on a daily basis would not be feasible. Typical training may include guidance on how employees should interact with customers, the appropriate appearance of store displays, and appropriate attire for store employees. In situations which an experienced manager or supervisor is not present, inexperienced employees are left with the task of maintaining the appearance of the store properly during many business hours, as well as assisting customers in the appropriate manner, without feedback or guidance from an experienced manager. If a particular remote location does not require the everyday presence of a manager or supervisor, some sort of check is required to ensure that employees scheduled to work are present at the appropriate time. In a typical system, this may require a physical visit or phone call to each remote location at a certain time to ensure the scheduled employees are indeed present.  
      Other challenges include informing employees at remote locations of changing promotional programs, products, and company policies. Providing consistent communications between the company and the employees working at each remote location is difficult. This is especially true for companies without managers and supervisors in each store. It is also not unusual for customers to have questions that an inexperienced employee either cannot answer, or does not have the authority to answer. In these situations, typically the employee requires the assistance of a manager with the authority or experience to handle the customer&#39;s question. In situations in which no manager or supervisor is present, the employee will be unable to assist the customer.  
      The problem of supervising and managing a number of remote locations is not limited to retail companies. Service companies as well as government: organizations are often faced with the task of monitoring and assisting representatives at a number of remote locations.  
     BRIEF SUMMARY OF THE INVENTION  
      A system and method is described for providing distance assistance. The system includes at least one remote location and a central location. An operator at the central location selects one or more remote locations to visit. Each remote location includes video means for providing real time visual information from the remote location, which is transmitted to the central location through a network. A two-way audio means for providing real time audio communications between the operator at the central location and a representative selected by the operator at the remote location allows the operator to provide real time coaching and training of representatives at remote locations. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       FIG. 1  is a block diagram showing the overall arrangement of the distance assistance system of the present invention.  
       FIG. 2  is a block diagram showing the arrangement between a single remote location and the control center shown in  FIG. 1 .  
       FIG. 3  is a perspective view of the remote location of the present invention.  
       FIG. 4  is a perspective view of control center of the present invention.  
       FIG. 5  is a flow chart illustrating a method of operation between the control center and the remote location. 
    
    
     DETAILED DESCRIPTION  
       FIG. 1  is a block diagram illustrating an exemplary embodiment of the overall arrangement of distance assistance system  10 . Distance assistance system  10  includes control center  12 , Internet  14 , and a plurality of remote locations  16 A,  16 B . . .  16   n.  Discussion of remote locations generally are referred to as remote locations  16 , whereas discussion of a particular remote location is assigned a suffix such as remote location  16 A. Each remote site  16  is connected to control center  12  via Internet  14 . Internet  14  refers to an infrastructure network used to connect and transmit data between computers. In one exemplary embodiment, as many as fifty remote sites  16  are monitored by control center  12 , although this in no way limits the number of remote sites  16  that may be monitored by control center  12 . Examples of remote sites  16  include mall kiosks, store locations and service centers, although this list is not exhaustive. Control center  12  does not need to be physically close to remote sites  16 .  
      An operator at control center  12  selects a remote site  16  to visit. For example, as shown in  FIG. 1  the operator selects remote location  16 A. The operator receives both audio and visual real time information from remote site  16 A, through Internet  14 , allowing the operator to assess current conditions at remote location  16 A. In some instances, the operator may decide to rely only on real time visual information from remote site  16 A, and other times may decide to both look and listen to remote site  16 A. If an opportunity to provide assistance to a representative working at remote location  16 A, or to provide coaching or training information to the representative arises, the operator opens up an audio communication channel with the representative, through Internet  14 . The operator and the representative are able to communicate with one another in real time audio until the issue or coaching has been completed. The operator is then able to select another remote location, for instance remote location  16 B, to visit. In another embodiment, the operator is able to visually monitor a number of remote locations  16  simultaneously.  
       FIG. 2  is a block diagram illustrating an exemplary embodiment of the present invention, showing the arrangement between remote location  16 A and control center  12 . Remote site  16 A includes a number of cameras  18 , video quad-splitter  20 , a number of headsets  22 A- 22   n,  a number of wireless transceivers  24 A- 24   n,  a number of base stations  28 A- 28   n,  channel selector  32 , and audio/visual modem  34 . Visual information regarding the status of remote site  16  is collected by cameras  18 . Each camera is  18  is connected to quad-splitter  20 . Quad-splitter  20  combines video signals from up to four cameras  18  into a single signal, allowing the video information received by up to four cameras to be displayed on a single monitor. By displaying video information from four cameras on a single monitor, it allows an operator at control center  12  to monitor an entire remote location at one time. The output of quad splitter  20  is connected to audio/visual modem  34 , which prepares the video signal for transport over Internet  14 . In the exemplary embodiment shown in  FIG. 2 , cameras  18  are not equipped with audio receivers, although this feature may be used in other embodiments.  
      In the exemplary embodiment shown in  FIG. 2 , audio communication between remote site  16 A and control center  12  is done through headsets  22 . A number of headsets  22 A- 22   n  are allocated to each remote location  16 , depending on the number of employees expected to be working at any one time. Each headset  22  includes an earpiece and a microphone, allowing two-way audio communication. Headsets  22 A- 22   n  are worn by representatives at remote location  16 , and both receive and transmit audio signals through wireless transceivers  24 A- 24   n,  which are also worn by the employee. Each wireless transceiver  24  is associated with a particular base station  28 . For instance, headset  22 A is associated with wireless transceiver  24 A, and headset  22 B is associated with wireless transceiver  24 B. Similarly, each base station  28  is associated with a particular wireless transceiver  24 . For instance, wireless transceiver  24 A is associated with base station  28 A, and wireless transceiver  24 B is associated with base station  28 B. Therefore, base station  28 A communicates bi-directionally with wireless transceiver  24 A, utilizing a digital spread spectrum technology with frequency hopping. Digital spread spectrum technology allows base stations  28  to continually scan the operating frequencies to find the clearest communication channel. Frequency hopping ensures that communications between base stations  28  and wireless transceivers  24  remain private. Base stations  28 A- 28   n  are connected to audio/visual modem  34  and channel selector  32 . Audio signals generated by an employee wearing headset  22 A, for instance, are communicated to base station  28 A, then to audio/visual modem  34  for transport through Internet  14  to control center  12 . Channel selector  32  allows control center  12  to receive audio signals from or to transmit audio signals to a particular headset  22 A- 22   n.  Therefore, if three employees are working at remote location  16 A, control center  12  uses channel selector  32  to send and receive audio information to a particular employee. Audio/visual modem  34  transmits video signals from cameras  18  and audio signals from a selected headset  22  via the Internet  14  to control center  12 .  
      Control center  12  includes audio/visual modem  36  connected to workstation  38 . Each workstation  38  includes a computer system  40 , a number of monitors  42 A- 42   n,  audio amplifier  44 , headset  46 , and enterprise server  48 . Enterprise server  48  stores information related to each remote site  16 , including configuration information required to receive video and audio information from each remote site  16 . Configuration data includes Internet addresses necessary to receive data from particular remote locations  16 , as well as hardware addresses of each audio/visual modem  34 , which act as a security password to prevent unauthorized access to video or audio information. Computer system  40  is connected to audio/visual modem  36 , and displays video images received from remote sites  16  onto the number of monitors  42 A- 42   n.  Because of quad-splitter  20  located at remote location  16 , each monitor  42  can show video related to four video cameras  18  at a single remote location  16 . With a number of monitors  42 A- 42   n,  an operator at control center  12  can visually inspect a number of remote locations  16  at one time. Audio amplifier  44  receives incoming audio data from a selected remote site  16  and transmits audio information to headset  46 , as well as receives audio information from headset  46  for transmission to remote site  16 .  
      In one exemplary embodiment, an operator at control center  12  selects a particular remote location  16 A to visit. Information regarding connecting to remote site  16 A is stored on enterprise server  48 . This data is used to select remote location  16 A from the plurality of remote locations  16  available. Video information from remote location  16 A is displayed on one of the plurality of monitors  42 . The operator manipulates cameras  18  remotely to view different portions of remote location  16 A, or uses a zoom function located on cameras  18  to focus more closely on an object or person. Quad-splitter  20  implemented on the remote location side allows a single monitor  42  to display up to four camera feeds at once from remote location  16 A. The operator reviews the video information to ensure remote location  16 A is being properly maintained for business, that the correct number of employees are present, and that the employees are assisting customers correctly. The operator may decide from the visual inspection provided by cameras  18  that no need exists to communicate directly with any employees at remote location  16 A. At any time, the operator may decide that direct communication is necessary at a particular remote location  16 A. For example, the operator may notice from the visual inspection that corrections are required to better prepare remote location  16 A for business, or that an opportunity exists to coach or train an employee at remote location  16 A. Depending on the particular employee the operator wishes to talk to, the operator will select an audio channel, using audio output channel selector  32 , which is associated with that employee&#39;s headset  22 . For example, if operator wants to talk with the employee wearing headset  22 A, the operator uses channel selector  32  to select the audio channel associated with headset  22 A. Once an audio channel has been selected, the operator and employee can communicate with one another in real time. The operator speaks into the microphone attached to headset  46 , which relays the audio signal to audio amplifier  44 , and then to audio/visual modem  36 , through Internet  14  to audio/visual modem  34 , to base station  28 A, to wireless transceiver  24 A, and finally to the employee&#39;s headset  22 A that the operator wants to talk with. Likewise, the employee speaks into the microphone attached to headset  22 A, which relays the audio signal to wireless transceiver  24 A, which relays audio signal to base station  28 A, to audio/visual modem  34 , through Internet  14 , to audio/visual modem  36  at control center  12 , to audio amplifier  44 , and finally to the operator&#39;s headset  46 . In this way, the operator may provide real time assistance and guidance to the employee remotely. While connected to a particular remote site  16 A, the operator may switch audio channels and individually speak to any one of a number of employees. Alternatively, the operator may decide to broadcast an audio message to every employee&#39;s headset  22 A- 22   n  at remote location  16 A. Once the operator is satisfied that a particular remote location  16 A is functioning within guidelines, the operator uses enterprise server  48  to access the next remote location  16 B, or whichever remote location  16  the operator decides to visit next. This allows the operator to visit a number of remote locations  16  in a very short amount of time. In another exemplary embodiment, enterprise server  48  automatically loads the next one of remote locations  16  to be visited, and ensures that each remote location  16  is visited in sequential order.  
       FIG. 3  is a perspective view of an exemplary embodiment of the present invention, illustrating the set-up of remote location  16 . Cameras  18  are placed in positions allowing maximum field of range for an operator. An operator at control center  12  also has the ability to manipulate the direction of cameras  18 , as well as manipulating the zoom function of cameras  18  in order to more closely inspect particular objects. Employee  50  is outfitted with headset  22 , and wireless transceiver  24 , which allows employee to move about the remote location while communicating with control center  12 . Base station  28  is setup within remote location  16 , which receives and transmits audio signals between employee  50  and an operator by communicating with employee  50  through wireless transceiver  24  and with the operator through audio/visual modem  34 . As discussed above, each headset  22  is associated with a particular wireless transceiver  24  and a particular base station  28 . Therefore, if more than one employee is present, more than one headset  22 , wireless transceiver  24  and base station  28  will be required.  
       FIG. 4  is a perspective view of an exemplary embodiment of the present invention, illustrating the set-up of a single workstation  38  located in control center  12 . As shown, workstation  38  includes a number of monitors  42  allowing an operator to simultaneously monitor video information from a number of remote locations  16 . The operator uses computer system  38  to select contact and configuration data stored on enterprise server  48  (shown in  FIG. 2 ) to select particular remote locations  16  to visit. In the exemplary embodiment shown in  FIG. 4 , the operator monitors five remote locations  16  simultaneously on five different monitors  42 . The sixth monitor is reserved for situations in which an employee at remote location  16  requests assistance, either by email or pager.  
       FIG. 5  is a flow chart illustrating a method of operating the system. Operation begins at step  100 , which requires selection of a remote location to visit. In one exemplary embodiment, selection of remote location is done automatically by computer  38  (shown in  FIG. 2 ), which serially selects remote locations from a list of all remote locations to be reviewed. In other exemplary embodiments, the operator decides which remote locations to visit, either by discretion or by request from a particular remote location for assistance. During step  102 , computer  38  accesses enterprise server  48  to retrieve connection data and security passwords required to initiate contact with remote site. Once connection data and security information is retrieved, real time video information from remote location is loaded onto monitors. Step  103  requires the operator to review initial visual requirements, including but not limited to staffing levels in accordance with the schedule, the general appearance of the location, as well as the general appearance of the employees, and the overall readiness of the location to conduct business. If all visual conditions are met, then the operator may proceed to Step  104  in which the operator reviews the situation for opportunities to provide guidance and coaching. If all visual conditions are not met, then operator must determine the level of escalation required to remedy the situation, as indicated by Step  108 . Operator may decide to document the condition leading to the escalation, shown by Step  110 , or the operator may decide to establish audio communication with an employee at the remote location, shown by Step  112 . If the operator decides to establish audio communication with an employee at the remote location to remedy the escalation, the operator selects the appropriate audio channel in order to communicate with a particular employee, Step  113 . Once the appropriate audio channel is selected, the operator provides real time verbal communication with the employee, Step  114 . During Step  114 , the employee and the operator can communicate verbally with one another. After the problem leading to the escalation has been resolved, the operator terminates the audio communication, Step  116 . The operator may then terminate the remote visit, Step  118 , or continue the visit by reviewing visual conditions, Step  103 . If the operator continues the visit, then the operator reviews real time video information from the remote site to see that all visual requirements are met, Step  103 . Assuming all visual requirements are met, the operator reviews the remote site for opportunities to provide real time coaching or training, Step  104 . If no opportunities for coaching or training present themselves, then the operator reviews a request calendar, Step  120 . If opportunities for coaching or training are present, then the operator will select an audio channel corresponding to the employee to be coached or trained, Step  122 . The operator then initiates real time audio communication with the employee regarding the training or coaching, Step  124 . When the training or coaching session has ended, the operator terminates the audio communication with the employee, Step  126 . The operator can either terminate the remote visit to this particular remote location, Step  118 , or continue reviewing the remote site for opportunities to provide coaching or training, Step  104 .  
      If no further opportunities for coaching are present, the operator reviews a request calendar, Step  120 . The request calendar may include any particular concerns a former operator or manager of a location has about an employee or remote location. The request calendar acts as a note to the operator requesting that the operator watch for something in particular. For instance, if a particular employee has made a habit of coming in late, a manager may request an operator reviewing that particular remote site to make a note of whether this particular employee was at work on time. If no request are found in the request calendar, then the operator terminates the visit to the remote location, Step  118 . If the operator finds a request in the request calendar, then the operator escalates the visit to a request process, Step  130 . After documenting a response to the request process, the operator proceeds to terminate the visit to the remote location, Step  118 .  
      A number of tools are made available to the operator during the process. For instance, in documenting conditions, the operator may record snapshots of incoming video images. In coaching or training exercises the operator may, instead of selecting an individual channel to communicate with a particular employee, select to broadcast to each employee at the remote location a particular training or coaching bit of advice. The broadcast mode is also useful in making announcements of changes of policy or in communicating any general messages.  
      Although the present invention has been described with reference to preferred embodiments, workers skilled in the art will recognize that changes may be made in form and detail without departing from the spirit and scope of the invention.