Introduction

It's been almost 50 years since in 1977, the first complex for interactive self-service, which is now known as “kiosk” or “information stand”, was developed. Based on PLATO computer system and therefore named “Plato Hotline”, this device enabled students to access information on extracurricular activities and college courses, as well as view maps, lecture, and bus schedules.

In the 1980s, the developing of interactive voice response (IVR) technology, that was also used for addressing customer queries using automated menus and pre-recorded messages, prompted the emerging of the first devices to replace personal consultations with innovative and convenient remote self-service kiosks. In 1991, the first interactive touchscreen device with Internet access used to search for missing children in stores and shopping malls was showcased at Comdex computer exhibition.

During the next decade, the interactive devices continued to evolve and scale up. Companies started applying kiosks for video rental, buying airline and movie tickets, searching for information in museums and amusement parks, ordering in restaurants, paying in supermarkets, and registering patients in hospitals.

With kiosks, customers could perform operational actions themselves, but the lack of personal interaction showed that even self-service needs communication and consultations as most people prefer to interact with a real person.

In parallel with self-service kiosks, video conferencing has become the No. 1 communication standard, replacing real meetings. With the development of the Internet, digital technologies and the increasing demand for convenient and effective ways of communicating and receiving information, companies began to integrate audio and video conferencing into kiosks to improve customer service. This led to the audio and video calls in kiosks starting to appear actively in the middle 2000s.

The COVID-19 pandemic dramatically changed people's views on the work and communication principles. 24-hour live service support became challenging. The need for constant professional connection and growing number of customers has pushed many industries to embrace using automated options to transform the customer experience and provide a faster client service, comply with social distancing rules and limit personal interaction, cut down long queues and save human resources.

Kiosks have become ubiquitous devices for remote service. Depending on the needs and purposes they can combine online consultations with a specialist, integration of additional peripheral devices, such as RFID readers for POS terminals, document printing, smart queue to name a few.

Besides, leveraging special software developer tools, SDK and API, expand the virtual assistant system capabilities according to the company’s requirements, for example, they help to integrate video conferencing into any existing application.

1. Banking industry

All modern spheres of the economy need timely digitalization, especially those that work with a huge number of customers or users. Kiosks have come to the aid of many financial institutions, but with integrated video conferencing, which allows providing bank’s customers with remote services.

This approach enables abandoning the maintenance of entire offices, reduces queues, and provides more privacy in communications between a customer and manager. At the same time, it is much easier for the bank itself to place a mini-branch with video devices and offer 24-hour support by an online consultant center, increasing the response speed.

Kiosks in financial organizations can be customized to the specific tasks, allowing customers to easily connect with a live agent via video-enabled kiosk using video conferencing platforms like Cisco Webex, Google Meet, MS Teams, TrueConf, etc. Such kiosks provide immediate and personalized assistance with advanced collaboration tools, such as file sharing, call recording, credit card reader, bill acceptor, and remote scanning and printing.

The kiosks must be connected to a secure network to guarantee the protection of the bank's customer data, which means they require the use of a corporate video conferencing solution, often on-premises one that does not require a connection to the public Internet and guarantees secure data storage and transfer, as well as protects the safety of payment gateways and sensitive personal information.

2. Manufacturing and healthcare

The staff members of many hospitals, large-scale enterprises, as well as companies with high need for ID verification are prohibited to use their personal smartphones and other gadgets due to different reasons: strict safety and labor protection rules, restrictions connected with COVID-19.

The management looking for digitalized options can integrate special secure video kiosks with RFID/NFC authorization. This protects employees and ensures compliance with stringent security requirements. Two types of access are available to employees, doctors, patients, and customers: general, which allows them to connect to the first available operator in one click, and a secure RFID/NFC authorization, which requires a personalized card or a bracelet with an RFID/NFC tag to get access to the endpoint. The second type of kiosk access includes an emergency call button that can be used without authorization and an individual address book for each person, enabling them to contact management, remote employees, and relatives. Using video conferencing, doctors and medical staff can have an emergency call, a video call for consultation, or a call home from the "red" zone during the observance of quarantine measures.

Hereby, building a connection bridge between numerous areas with the help of contactless video-enabled kiosks provides an opportunity to isolate “safe” and “red” zones, protect patients and doctors, and prevent the spread of diseases. Moreover, applying digital solutions contributes to faster professional responses and optimizes workload in emergency situations.

3. Airports and stations

The number of passengers, flights, and routes handled by today’s airports and stations increases on a daily basis every year. A new reimagined approach of advising and assisting tourists requires an appropriate transformation to reduce queues, distribute the workload among employees, and improve the quality of services provided.

By implementing self-service kiosks and information panels across the building, airports and stations can digitalize working processes, facilitate customer assistance, and provide service to clients with special needs. This new system is designed for travelers who require immediate help in purchasing tickets, viewing flight, train or bus schedules, and simply finding their way around the building without the need to do extra laps looking for an appropriate consultant.

Additionally, if а video conferencing solution is integrated in such a kiosk, a communication hub between passengers and airport or station employees is created. People are able to contact the remote call center in one click and receive instant personalized multi-language support based on their trip needs and preferences.

Operators can highlight the important information during the content demonstration with an annotation feature and transfer a call to another assistant or even connect an additional person to a video conference for more customer-oriented service.

In the realm of passenger service, an interactive kiosk is a secure, cost-effective, multifunctional, and user-friendly solution. A reliable on-premises software ensures that all call records and sensitive personal information will be stored on your company’s own server and protect your passengers’ data from cyber threats and system failures.

4. Retail and building

The recent dramatic changes in customer care have also affected reselling and building. Now businesses are constantly seeking innovative ways to enhance customer experience and boost sales.

The use of video kiosks is revolutionizing the way retailers engage with customers and streamline operations in various settings, from retail stores to a building under construction. Thanks to interactive digital displays powered by video conferencing, customers can receive professional services and connect with companies' representatives without the need to physically visit their offices, or when it is not possible to solve issues via phone. At the same time, it allows the call agents to work remotely.

Switching to a comprehensive model for customer care provides optimization to company staff and enhances company attraction: in standby mode, a slideshow with customizable photos (for example, of apartments), a video clip about a residential complex or a company overview can be cyclically played on the video kiosk screen engaging new customers in a two-way conversation. Besides, staff and customers have an opportunity to experience smart queue mode which distributes incoming video calls from different endpoints between free operators.

5. Public events and education

Video conferencing has become the standard of communication and we are the real witnesses of a certain burnout that has appeared. Many vendors are working their best to make our virtual communication more interactive and add the effect of a live presence. There are metaverses and different kinds of VR helmets, but kiosks follow their own path of evolution. Died in 2012 3D video conferencing now gained a second wind. Companies have started to develop huge projects (Logitech Ghost and Google Staarline) for three-dimensional communication, but still there are more versatile solutions.

Technology that utilizes a box with a 4K screen to showcase a full-size hologram eliminates the need for any specialized equipment for projecting a life-sized 3D holographic image of a person in real-time. By changing the design of the box and using 4K video conferencing solutions that enables the delivery of a high-quality video stream to an interactive display, users receive a real holographic video conferencing system that can even fit on their desks.

Along with utilizing such holographic kiosks for immersive communication, they are mostly used in spheres like education or public speaking which require to foster more meaningful and personalized interaction.

Currently, educational institutions around the world collaborate by hosting shared activities like lectures, webinars, and workshops. However, logistical constraints often prevent speakers from being physically present at these events. The participation of numerous speakers and technical personnel in organizing such functions can lead to various challenges and inconveniences.

Hence, the technology that fosters ultra-realistic experience plays a pivotal role in facilitating interaction between a presenter situated in a different physical space and an audience. Creating a sense of live interaction with the speaker also increases the level of attention and engagement.