System controlled augmented resource facility

• US 10,360,733 B2
• Filed: 06/20/2017
• Issued: 07/23/2019
• Est. Priority Date: 06/20/2017
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Wolf, Jon Robert, Liu, Charles R., O'Neill, Dianna Letourneau, Williams, Matthew Edward, Card, Bryan Lee
• Primary Examiner(s): Wang, Yi
• Application Number:
  US15/628,068
• Publication Number:
  US 20180365899A1
• Time in Patent Office: 763 Days
• Field of Search: None
• CPC Class Codes: G06F 21/32 using biometric data, e.g. fingerprints, iris scans or voiceprints
• CPC Class Codes: G06F 21/34 involving the use of external additional devices, e.g. dongles or smart cards
• CPC Class Codes: G06F 3/011 Arrangements for interaction with the human body, e.g. for user immersion in virtual reality blind teaching G09B21/00
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06T 19/003 Navigation within 3D models or images
• CPC Class Codes: G06T 19/006 Mixed reality object pose determination, tracking or camera calibration for mixed reality G06T7/00
• CPC Class Codes: G06T 7/70 Determining position or orientation of objects or cameras camera calibration G06T7/80

Abstract

A system, computer program product, and method for management of resources through an augmented resource facility is provided. In particular, a virtual center owned and operated by an entity may include a user-facing computing system. Said computing system may, through one or more cameras, sensors, and/or displays, provide an augmented or virtual reality experience to the user when the user interacts with the computing system to manage account resources.

Claims

1. A system for interfacing with a user within a virtual center, comprising:

an interface computing system comprising;

a first processor;

a first communication interface; and

a first memory having a virtual ambassador application stored therein, wherein the virtual ambassador application, when executed by the first processor, causes the first processor to;

detect, via one or more sensors, a presence of the user within the virtual center;

project a three-dimensional holographic image of a virtual ambassador to the user via a three-dimensional holographic projector, wherein the virtual ambassador is projected within a field of vision of the user, wherein the virtual ambassador remains in the field of vision of the user at all times;

present to the user, via the three-dimensional holographic projector, an options menu through the virtual ambassador;

access, from a historical database, historical data associated with the user;

based on the historical data, generate a predicted reason for a visit of the user;

based on the predicted reason, prompt the user, via a menu item, to confirm that the user is present at the virtual center for the predicted reason;

receive, from the user, a selection of the menu item; and

send, over a network, the selection of the menu item to an operations computing system, the operations computing system comprising;

a second processor;

a second communication interface; and

a second memory having an operations application stored therein, wherein the operations application, when executed by the second processor, causes the second processor to;

receive, over the network, the selection of the menu item from the virtual ambassador application; and

initiate a resolution of the selection of the menu item, wherein the resolution of the selection of the menu item comprises;

detecting that the selection of the menu item is associated with an action within a particular location within the virtual center;

configuring the virtual ambassador to prompt the user to follow the virtual ambassador to move to the particular location;

configuring the virtual ambassador to walk together with the user to the particular location, wherein the virtual ambassador remains within a predetermined distance from the user; and

prompting the user to execute the action within the particular location.

2. The system according to claim 1 wherein the options menu is centered around the user such that the user is surrounded by the options menu, wherein the menu item is defined by a selectable area configured for interaction with the user, wherein receiving the selection of the menu item comprises:

detecting, via the one or more sensors, that at least a part of the user'"'"'s body has entered the selectable area;

detecting, via the one or more sensors, that the part of the user'"'"'s body has remained within the selectable area for a predetermined amount of time; and

providing a confirmation to the user that the menu item has been selected.

3. The system according to claim 2, wherein the virtual ambassador application further causes the first processor to:

detect, via the one or more sensors, a change in location of the user within the virtual center;

reposition the options menu according to the location of the user; and

reposition the image of the virtual ambassador according to the location of the user.

4. The system according to claim 1, wherein initiating the resolution of the selection of the menu item comprises the operations application further causing the second processor to:

detect that the selection of the menu item requires further action by a representative; and

establish a video conferencing session with a representative computing system, wherein the video conferencing session comprises information associated with the selection of the menu item.

5. A computer program product for interfacing with a user within a virtual center, the computer program product comprising at least one non-transitory computer readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion for detecting, via one or more sensors, a presence of the user within the virtual center;

an executable portion for projecting a three-dimensional holographic image of a virtual ambassador to the user via a three-dimensional holographic projector, wherein the virtual ambassador is projected within a field of vision of the user, wherein the virtual ambassador remains in the field of vision of the user at all times;

an executable portion for presenting to the user, via the three-dimensional holographic projector, an options menu through the virtual ambassador;

an executable portion for accessing, from a historical database, historical data associated with the user;

an executable portion for, based on the historical data, generating a predicted reason for a visit of the user;

an executable portion for, based on the predicted reason, prompting the user, via a menu item, to confirm that the user is present at the virtual center for the predicted reason;

an executable portion for receiving, from the user, a selection of the menu item; and

an executable portion for initiating a resolution of the selection of the menu item, wherein the resolution of the selection of the menu item comprises;

detecting that the selection of the menu item is associated with an action within a particular location within the virtual center;

configuring the virtual ambassador to prompt the user to follow the virtual ambassador to move to the particular location;

configuring the virtual ambassador to walk together with the user to the particular location, wherein the virtual ambassador remains within a predetermined distance from the user; and

prompting the user to execute the action within the particular location.

6. The computer program product according to claim 5, wherein the options menu is centered around the user such that the user is surrounded by the options menu, wherein the menu item is defined by a selectable area configured for interaction with the user, the computer-readable program code portions further comprising:

an executable portion for detecting, via the one or more sensors, that at least a part of the user'"'"'s body has entered the selectable area;

an executable portion for detecting, via the one or more sensors, that the part of the user'"'"'s body has remained within the selectable area for a predetermined amount of time; and

an executable portion for providing a confirmation to the user that the menu item has been selected.

7. The computer program product according to claim 6, the computer-readable program code portions further comprising:

an executable portion for detecting, via the one or more sensors, a change in location of the user within the virtual center;

an executable portion for repositioning the options menu according to the location of the user; and

an executable portion for repositioning the image of the virtual ambassador according to the location of the user.

8. The computer program product according to claim 5, the computer-readable program code portions further comprising:

an executable portion for detecting that the selection of the menu item requires further action by a representative; and

an executable portion for establishing a video conferencing session with a representative computing system, wherein the video conferencing session comprises information associated with the selection of the menu item.

9. A computer-implemented method for interfacing with a user within a virtual center, said method comprising:

detecting, via one or more sensors, a presence of the user within the virtual center;

projecting a three-dimensional holographic image of a virtual ambassador to the user via a three-dimensional holographic projector, wherein the virtual ambassador is projected within a field of vision of the user, wherein the virtual ambassador remains in the field of vision of the user at all times;

presenting to the user, via the three-dimensional holographic projector, an options menu through the virtual ambassador;

accessing, from a historical database, historical data associated with the user;

based on the historical data, generating a predicted reason for a visit of the user;

based on the predicted reason, prompting the user, via a menu item, to confirm that the user is present at the virtual center for the predicted reason;

receiving, from the user, a selection of the menu item; and

initiating a resolution of the selection of the menu item, wherein the resolution of the selection of the menu item comprises;

detecting that the selection of the menu item is associated with an action within a particular location within the virtual center;

configuring the virtual ambassador to prompt the user to follow the virtual ambassador to move to the particular location;

configuring the virtual ambassador to walk together with the user to the particular location, wherein the virtual ambassador remains within a predetermined distance from the user; and

prompting the user to execute the action within the particular location.

10. The computer-implemented method according to claim 9, wherein the options menu is centered around the user such that the user is surrounded by the options menu, wherein the menu item is defined by a selectable area configured for interaction with the user, the method further comprising:

detecting, via the one or more sensors, that at least a part of the user'"'"'s body has entered the selectable area;

detecting, via the one or more sensors, that the part of the user'"'"'s body has remained within the selectable area for a predetermined amount of time; and

providing a confirmation to the user that the menu item has been selected.

11. The computer-implemented method according to claim 10, the method further comprising:

detecting, via the one or more sensors, a change in location of the user within the virtual center;

repositioning the options menu according to the location of the user; and

repositioning the image of the virtual ambassador according to the location of the user.

12. The computer-implemented method according to claim 9, the method further comprising:

detecting that the selection of the menu item requires further action by a representative; and

establishing a video conferencing session with a representative computing system, wherein the video conferencing session comprises information associated with the selection of the menu item.