Article

Kiosks enable telepresence service

Self-service is a big trend, but many industries still benefit from in-person consultation. Telepresence kiosks attempt to kill these two birds with one stone by providing remote in-person interaction.

September 21, 2015 by Bradley Cooper — Editor, ATM Marketplace & Food Truck Operator

With recent reports revealing huge gains in the self-service kiosk market, it is easy to see that self-service is a growing trend. However, many industries still benefit from in-person consultation. For example, brands can benefit by having product representatives on site at retailers to answer customer questions. On the pharmacy side, having a doctor on staff can also be beneficial. The problem is related to cost, as having doctors on staff and transporting representatives to retailers can be expensive. One possible alternative to this dilemma is to utilize a telepresence kiosk to combine self-service with real-time consultation.

There are several companies that utilize this idea in retail and health care. One example on the retail side is the company Liveninja, which delivers telepresence kiosks to enable customers to speak to product representatives remotely, via iPad kiosk.

"What we have done, instead of deploying 20 people to 20 different stores, you can deploy 20 iPads," Liveninja CEO Will Weinraub said. Representatives from off-site can use the Liveninja app to log in and mark themselves as available for calls. Through the kiosk, customers can press a button to speak to a representative who can then answer their brand-related questions.

The iPad kiosk itself is locked down and is powered by ethernet connection to stay powered on at all times. It can be mounted on a shelf, wall or simply freestanding, according to Weinraub.

"We have an app that is customizable for the needs of the customer. We use their logos and colors," Weinraub said. In addition, while the customer is waiting or on hold, the app can display images, videos or other content for the customer. This is designed to allow the brand to continue to engage with the customer even while they are waiting.

In addition, Liveninja performs custom location-based routing, so that customers in Brazil, France, Spain or another country receive representatives that speak their language.

On the health care side, there are several companies, such as HealthSpot and Computerized Screening Inc, that manufacturer telepresence kiosks that allow patients to speak with doctors remotely.

"With integrated digital medical devices, high-definition videoconferencing, secure patient health records and an in-person medical attendant always on hand to help use devices or answer questions as needed, the HealthSpot platform has been recognized by medical boards and health systems as being truly equivalent to an in-person visit for similar services," HealthSpot CEO Steve Cashman said.

The HealthSpot kiosks provide a variety of tools such as a pulse oximeter, blood tester and stethoscope for the patient to use with physician instruction. Thus, the kiosk blends self-service with real time consultation.

Computerized Screening recently entered a partnership with Doctors on Demand to supply doctor telepresence services on its kiosks. Its goal is to find trained physicians who understand telemedicine to enter video conferences with patients.

While self-service is certainly a powerful trend, for some tasks you need in-person consultation. A telepresence kiosk could present the best of both worlds by delivering representatives via kiosk for a smaller cost. 

Image courtesy of Liveninja.

About Bradley Cooper

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Bradley Cooper is the editor of ATM Marketplace and Food Truck Operator. He was previously the editor of Digital Signage Today. His background is in information technology, advertising, and writing.

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