New Customer Service Kiosk

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At KIOSK EUROPE EXPO 2010, Face2Face kiosk launched a self-service kiosk and a new service concept that combines interactivity with personal service, by connecting the company’s back-office service centre to a kiosk. The first roll-out of this kiosk is with Avis, one of the world’s leading car rental brands.
 
Vesa Sihvola, CEO and founder of Face2Face kiosk, a Doctoral student at the Technical University of Luleå, Sweden, has carried out extensive research into remote and distance communication. In 2009, the Technical University of Luleå, along with the University of Oulu, Finland and the Applied University of Kemi-Tornio, Finland, started a development project with Avis Scandinavia to create a prototype of a remote customer service kiosk for car rental applications.
 
The kiosk enables two-way, real-time audio-visual interaction between a remotely located customer service agent and the customer standing in front of a kiosk located, for example, in an airport or railway station. Functions such as printing, credit card reading, scanning and delivery of the car keys are controlled remotely by the member of staff. This innovative prototype combines traditional face-to-face interaction with the convenience and flexibility of kiosk interactivity to improve the utilisation of employees, save in expenses and expand a car rental company’s operations and services.
 
The Avis concept unites the back-office as an integral part of the service delivery process in the service stations. With the innovative Face2Face kiosk concept, it is possible to cover large geographical areas with optimised back-office service resources, combined with several service kiosks. The Avis kiosk features all functions needed for car rental, including document handling, payment, a car key safety locker and even an alco-meter. The solution incorporates a Panphonics directional audio speaker so that conversations are only audible to the person being served at the kiosk, ensuring clarity and confidentiality.
 
One of the key benefits of the Face2Face kiosk concept is the ability to serve travelers who arrive at airports on late flights efficiently and cost effectively. The kiosks enable them to pick up car keys and process the rental documents so that there is no need for Avis employees to be present.
 
Unlike other kiosks on the market, the Face2Face kiosk incorporates interactivity with real-time communication with a service attendant. The interaction scenario then is very similar to that of a traditional service desk. This concept, though, enables a more efficient management of several front desks from a remote location, which achieves cost savings, improves service level and enhances levels of security and convenience.
 
Avis has rolled out the new concept in Scandinavia with 35 kiosks. The first installations are in use in Stockholm, Copenhagen and Haparanda. European and US roll-outs are planned to follow Scandinavia next year.
 
The Avis Virtual Service Desk concept, though, is expected to be only one in a multitude of possible application areas. The concept can be deployed in numerous vertical markets, such as for hotel booking or ticket reservations.