Software Technology for System and Method for Generating and Presenting On-Demand Detailing Content with Communication Interface about a Product or Service

Invented by Maruthi Viswanathan, Axprism Health Systems Private Ltd

The Axprism Health Systems Private Ltd invention works as follows

Background for System and Method for Generating and Presenting On-Demand Detailing Content with Communication Interface about a Product or Service

We all visit different places in our daily lives, including retail stores, commercial showrooms and pharmacies. To learn about or purchase products or services, we would speak with people who run or consult these places. In all of these places, however, the interaction quality with the right person, the timely assistance and the information sharing have never been consistent and adequate. “This leads to us compromising various aspects, which results in total dissatisfaction.

A consumer or customer visits retail stores to view a particular product, to understand its workings, or to learn technical details from qualified personnel, and then decides to purchase it. Most of the time the consumer is not able to get immediate assistance because of a lack of sales representatives or an unexpected influx of customers. Sometimes, sales personnel may lack adequate knowledge of a particular product/service. Retail stores and managers of commercial showrooms spend a lot of time and money on training and hiring good sales staff to address these issues. In spite of the efforts made, customer dissatisfaction is a result of constant attrition and insufficient training, as well as high costs for human resources. The cost of commercial and retail spaces also increases the price of the service or product being offered. This leads to higher prices than online ecommerce options. It is for this reason that many customers go to retail showrooms in order to view the products and then make their purchase online. Retail and commercial showrooms fail to convert walk in customers into active buyers, and therefore underperform.

A consumer who purchases a product or is planning to buy one never has the opportunity to learn all the details about the product from the manufacturer in an un-promotional way. Manufacturers often rely on marketers to communicate their products with the consumers. The customer support team and product experts are only available after the purchase of the product. Instead, consumers rely on websites and publicly available sources for information about a product. These may be unreliable. The product specifications are printed on the packaging and the installation guide is often included. The consumer does not have access to this information before purchasing the product! Many consumers don’t have the time or patience to go through the user manual or instructions. Instead, they look online for tutorials or video-based help, which can lead them to unauthorized information. Consumers who try to contact the call center are forced to navigate through complicated interactive voice response systems and call waiting. A support system like this adds additional costs to the manufacturer in terms of telephone charges, call center infrastructure, and human resources.

When a consumer goes to a pharmacy and buys an OTC medicine for a minor problem, they do so based on what they have seen in the TV or Internet advertisement or their understanding of the product. Some consumers may not be as knowledgeable about the product, its side effects, interactions with other drugs, or the length of time it should be used before they make a decision. This can lead to the selection of incorrect or inappropriate medications or self-medication. The support provided by pharmacies to OTC medicines is minimal. They hire and dispatch qualified pharmacists who are able to disburse prescription medications. It would also be expensive for pharmacies to employ as many pharmacists in order to assist and attend to all customers visiting their OTC sections. It is a result of this that pharmacy retails are unable to attend, communicate, and educate consumers about OTC medicines before they can make an informed choice. In recent years, pharmacists’ roles have changed. They are now expected to be a part of self-care, self-medication, and reducing OTC medication misuse.

Pharmacy retailers disperse prescription medications through their pharmacists, as prescribed by doctors. In the interaction between pharmacists, and their patients, pharmacists should educate the patients and give them adequate information about the drug. Most of the time, patients do not grasp or understand the information given to them. Some may need a reiteration. In the event that patients do not understand the information, they can search the Internet for the necessary details. It may lead to poor compliance with medication or non-adherence, which can have a negative impact on healthcare outcomes. Many e-commerce retailers will refill or deliver medicine to your doorstep based on a prescription that you share with them online. In this scenario, it is difficult for the pharmacist to meet the patient in person and provide specific information on the medicine. Often, these instructions are written on paper and the patient is unable to read or understand them. This could also lead to poor medication compliance or drug abuse.

When a patient goes to a doctor for a consultation or treatment, the healthcare professionals (HCPs), spend a lot of time explaining all the information necessary during the consultation or discharge. Some patients have difficulty understanding the information and need to be explained in simple terms. Due to their busy schedules some HCPs do not repeat instructions, but instead turn to wait for patients. Patients are also hesitant to ask questions of the HCPs. Patients are often unable to recall all or part of the information when a family member or caregiver asks them about their treatment. They also rely on the Internet to get the information they need. “This could lead to poor medication compliance or drug abuse.

How about visitors to all of the above places getting instant, up-to date information in their native language via an interactive media format? This would enable consumers to grasp the topic on demand and in less time.

Since a while, a number of solutions that claim to provide instant information for consumers, patients or visitors have been making their way around the market. Below, we will discuss a few of them:

The “WO2017166944A1” discloses a method of providing service access in which a user enters a service description using an interface engine. The interface engine analyses a user’s service demand from their service description and generates one or more service flows for access based on that service demand.

EP1625487A1 is a description of a self service terminal. The terminal includes a synthetic user interface. The terminal is connected to a database containing information about terminal users. The terminal can present a character that has been adapted in order to reflect the changes of the user.

WO2002057896A3 describes a method for providing an interactive virtual assistance (IVA). A virtual animated character is created in response to user input. From a virtual guide to a virtual receptionist, the task can be varied. Tasks include alerting third parties to the presence of visitors, guiding users around an exhibit or arranging conferences and meetings via IVAs owned by third parties.

U.S. Pat. No. The patent 6,349290B1 describes an automated system for providing both proactive and interactive customized and personalized advice to a customer. This is done by a financial institution based on an advanced customer profile that the system generates based on an analysis of all the interactions the customer has had with the system. The system comprises an advice engine that is primarily software that generates advice based on a variety of logics, including legal constraints and statistics that are relevant to the customer. The system includes a presentation engine that varies its presentation depending on how the customer uses the system. However, regardless of mode, the advice is presented to the customer in a personalized manner.

The aforementioned documents and existing methods/systems are attempting to solve the problems discussed above. Most or all of these systems have a number limitations or flaws, including inaccurate or outdated content, high costs of content creation, an inefficient way of managing content, and a lack of real-time interaction with users to respond instantly to their queries. “There is no single system or method that works for both managers and consumers of these places.

The expectation of hospital and retail store managers is to automate the creation of content using their own employees, rather than paying for expensive agencies, professional video editing and post-production services, or hiring expensive professionals to shoot, edit, and produce videos. They expect, in short, to be able to manage content easily, to set up communication and interactive options instantly, to make content and interactive communications available to customers without difficulty, to use their existing human resource effectively, to reduce costs by automating certain tasks and to allow their employees design the content.

The expectation of consumers, visitors, and patients is to get instant, on-demand, latest information in multiple languages about a service or product of interest without any technology requirements such as installing an application. You can connect with the customer service team via free video calls for clarification if needed.

Therefore there is a need for a system that provides on-demand content detailing a product or a service, with a communication interface.

The specification does not admit that the background art discussed is prior art, nor is it widely known in the field or part of general knowledge.

OBJECT OF INVENTION

The present invention aims to provide a communication interface that allows for the generation and presentation of detailed content on demand about a service or product.

Another objective of the invention is to provide on-demand detailed content about a service or product with a communication interface.

Embodiments in the present invention are aimed at providing a system and method for generating on-demand content detailing product or services with a communication interface. The invention allows customers to get basic information on a product or a service in real time, without having to interact with salespeople. The invention allows stakeholders, such as a sales representative or business owners or customer service personnel, retail managers or service providers or merchandisers or pharmacists or healthcare professionals or educators or trainers or administrators of retails or showrooms or commercial establishments or pharmacies or hospitals or noncommercial establishments or institutional establishments or product manufacturers and marketers to create interactive multimedia content on a product or e-commerce store that customers can access at their convenience. The invention also provides a communication interface for the customers to enable them to receive information from BOTs, sales representatives present in the store, customer service executives or subject matter experts present at a distant location.