Consultation System with Contact Person through On-demand Calling of a Proper Expert for a Problem

Abstract

The financial service counter is consisted of several advisory services, and service improvement is needed to offer effectively proper responses for various kinds of customer request. But it is not practical to put various expert staffs at each financial branch office, because of much cost and task performance falling. This paper proposes the window consultation system with contact persons at the financial branch office through on-demand calling of a proper expert for a problem. This proposed system has mainly two functions, remote experts selection and tele-consultation function, to offer replies or expert advises to the problem, using multimedia network technology. Customers can consult effectively with a proper expert staff about their requests through the proposed system, because it can connect the expert by the clerk of the window counter who comprehends beforehand the customer's requests. This system with contact persons can offer high quality services and avoid mistakes, which a customer makes in operating the consultation systems terminal alone by oneself. And this system is composed of three-layered structures, application component layer, middleware component layer and fundamental component layer. This structure is able to construct much easily various services at various scale financial branch office.