Self-service kiosks with live video assistant

In 2018 Belarusian Railway deployed dozens of self-service kiosks on railway stations. A kiosk runs an online self-service application allowing passengers to check the timetable, find the right route and learn about the ticket availability and the price.

But what if a client needs to learn about transfer rules and railway services? Still passengers need an option to talk to a live representative. So in 2019 the company opted for RichCall to provide a live video assistance feature to its passengers.

And this is how it works…

There is a “Live assistance” button embedded into the self-service app which makes a video call to a remote representative using the kiosk camera, mic and speakerphone.

All the video calls are processed by a contact center software with RichCall on top of it. Queuing, call routing and reporting features are provided by a contact center software while video and collaboration goes through RichCall which also records all interactions.

Project details:

• 24 self-service kiosks with live video assistance option
• 12-seat contact center
• 300 video calls daily on average with up to 600 calls during the peak time

In addition to video calls contact center agents enjoy the “co-browsing” feature allowing them to guide the client through the kiosk application .

So what are the benefits?

• Self-service saves time by decreasing the total amount of staff needed to resolve customer issues;
• Having all support staff in one place simplifies quality management and agent training.
• Co-browsing helps to solve app-related issues faster.
• Video and collaboration features improves the company image and customer loyalty.
• Video allows supporting hearing-impaired passengers on any railway station.
• Deploying several kiosks on large stations helps reduce passenger queues.