Automated device assistance

• US 10,365,805 B2
• Filed: 06/30/2015
• Issued: 07/30/2019
• Est. Priority Date: 06/30/2015
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Mande, Christian, Williamson, Mark, Watkins, Brendan, Furey, Ryan, Price, Anne, Pearce, Alison, Bentubo, Michelle
• Primary Examiner(s): Tan, Alvin H
• Application Number:
  US14/788,065
• Publication Number:
  US 20170003857A1
• Time in Patent Office: 1,491 Days
• CPC Class Codes: G06F 11/328 Computer systems status display G06F11/327 takes precedence
• 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 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/75 Indicating network or usage conditions on the user display

Abstract

A user may perform activities at an automated device having various technical features, such as a display, a printer, a camera, a microphone, a speaker, and other features used to perform activities at the automated device. During performance of an activity, the user may run into an issue and request assistance from an agent having a computing device (e.g., a portable computing device). Additionally or alternatively, the automated device may detect the issue and send a request for assistance to a computing device managing a transaction assistance portal or directly to the agent'"'"'s computing device. The request may identify the user, the activity, and/or the issue, and the agent and his or her computing device may be used to resolve the issue. The agent'"'"'s computing device may also be used to facilitate customer relationship management with the user.

Claims

1. A method, comprising:

receiving, by a portable computing device and from a server managing an activity assistance portal, status information for each of a plurality of automated devices, wherein the status information for an automated device of the plurality of automated devices indicates whether the automated device is available, is functioning in a self-service mode, is being assisted by the portable computing device, is being assisted by another portable computing device, or has requested to be assisted;

generating, by the portable computing device and for display on a display of the portable computing device, a display screen indicating the status information for each of the plurality of automated devices, including first status information for a first automated device of the plurality of automated devices, wherein the status information for each of the plurality of automated devices on the display screen are each displayed on a different portion of the display screen, and wherein the first status information for the first automated device of the plurality of automated devices is displayed on a first portion of the display screen and indicates that a user at the first automated device has requested assistance for an activity being performed by the user at the first automated device;

based on a determination that a user at the first automated device has authenticated via the first automated device and that an agent of the portable computing device has completed assistance for the activity being performed by the user at the first automated device, generating, by the portable computing device, for display on the display screen of the portable computing device a toggle option to switch the display from displaying the first status information for the first automated device to displaying a product or service available to the user at the first automated device, wherein the product or service available to the user comprises an opportunity flagged for the user during a prior interaction between the user and one of the plurality of automated devices and the toggle option comprises a sliding toggle option; and

responsive to the portable computing device receiving a selection of the sliding toggle option to switch the display, generating, by the portable computing device and for display on the display of the portable computing device, a modified display screen indicating the product or service available to the user at the first automated device simultaneously with display of the status information for one or more other automated devices of the plurality of automated devices, wherein the product or service available to the user at the first automated device is displayed on the first portion of the display screen to replace the first status information for the first automated device previously displayed on the first portion of the display screen, and wherein another selection of the toggle option is configured to switch the display from displaying the product or service available to the user to displaying the first status information for the first automated device.

2. The method of claim 1, wherein:

the first status information comprises an activity being performed by the user at the first automated device, and a selectable option for the portable computing device to assist the user to perform the activity, and

the product or service available to the user comprises an opportunity flagged by the portable computing device or another portable computing device during the prior interaction between the user and one of the plurality of automated devices.

3. The method of claim 1, further comprising:

generating, by the portable computing device, for display on the modified display screen of the portable computing device a second toggle option to switch the display from displaying second status information for a second automated device of the one or more other automated devices to displaying a product or service available to a second user at the second automated device; and

responsive to receiving a selection of the second toggle option to switch the display, generating, by the portable computing device, for display on the modified display screen of the portable computing device the product or service available to the second user at the second automated device.

4. The method of claim 1, further comprising:

storing, in a database and in association with a profile of the user, the opportunity flagged for the user during the prior interaction.

5. The method of claim 1, wherein the first status information for the first automated device indicates that the first automated device is being assisted by the portable computing device or is being assisted by another portable computing device, and wherein the display of the product or service available to the user is read-only until the first status information for the first automated device indicates that assistance of the first automated device is completed.

6. The method of claim 1, further comprising:

receiving a selection of the product or service by the user at the first automated device;

accessing a database comprising a profile for the user; and

pre-populating an application for the product or service using information from the profile for the user.

7. The method of claim 1, wherein the modified display screen indicating the product or service available to the user comprises a selectable option to display one or more appointment for the user and a selectable option to display information from a profile for the user.

8. The method of claim 1, further comprising:

responsive to the portable computing device receiving another selection of the toggle option, generating, by the portable computing device, for display on the display of the portable computing device the first status information for the first automated device simultaneously with display of the status information for the one or more other automated devices of the plurality of automated devices.

9. The method of claim 1, wherein:

the product or service available to the user at the first automated device comprises a new product or service available to the user,

the modified display screen displays, on the first portion of the display screen, an indication of the new product or service available to the user, and

the modified display screen displays one or more additional toggle options, wherein each additional toggle option of the one or more additional toggle options corresponds to an automated device of the one or more other automated devices, and wherein each additional toggle option of the one or more additional toggle options is displayed on the modified display screen in a display area associated with the status information for the automated device corresponding to an additional toggle option, and wherein a selection of the additional toggle option for the automated device is configured to switch the modified display screen from displaying the status information for the automated device to displaying a new product or service available to a user at the automated device.

10. An portable apparatus, comprising:

a processor; and

memory storing computer-executable instructions that, when executed by the processor, cause the portable apparatus to;

receive, from a server managing an activity assistance portal, status information for each of a plurality of automated devices, wherein the status information for an automated device of the plurality of automated devices indicates whether the automated device is available, is functioning in a self-service mode, is being assisted by the portable apparatus, is being assisted by another portable apparatus, or has requested to be assisted;

generate, for display on a display of the portable apparatus, a display screen indicating the status information for each of the plurality of automated devices, including first status information for a first automated device of the plurality of automated devices, wherein the status information for each of the plurality of automated devices on the display screen are each displayed on a different portion of the display screen, and wherein the first status information for the first automated device of the plurality of automated devices is displayed on a first portion of the display screen and indicates that a user at the first automated device has requested assistance for an activity being performed by the user at the first automated device;

based on a determination that a user at the first automated device has authenticated via the first automated device and that an agent of a portable computing device has completed assistance for the activity being performed by the user at the first automated device, generate for display on the display screen of the portable apparatus a toggle option to switch the display from displaying the first status information for the first automated device to displaying a product or service available to the user at the first automated device, wherein the product or service available to the user comprises an opportunity flagged for the user during a prior interaction between the user and one of the plurality of automated devices and the toggle option comprises a sliding toggle option; and

responsive to the portable apparatus receiving a selection of the toggle option to switch the display, generate, for display on the display of the portable apparatus, a modified display screen indicating the product or service available to the user at the first automated device simultaneously with display of the status information for one or more other automated devices of the plurality of automated devices, wherein the product or service available to the user at the first automated device is displayed on the first portion of the display screen to replace the first status information for the first automated device previously displayed on the first portion of the display screen, and wherein another selection of the toggle option is configured to switch the display from displaying the product or service available to the user to displaying the first status information for the first automated device.

11. The portable apparatus of claim 10, wherein:

the first status information comprises an activity being performed by the user at the first automated device, and a selectable option for the portable apparatus to assist the user to perform the activity, and

the product or service available to the user comprises an opportunity flagged by the portable apparatus or another portable apparatus during the prior interaction between the user and one of the plurality of automated devices.

12. The portable apparatus of claim 10, wherein the memory stores additional computer-executable instructions that, when executed by the processor, cause the portable apparatus to:

generate for display on the modified display screen of the portable apparatus a second toggle option to switch the display from displaying second status information for a second automated device of the one or more other automated devices to displaying a product or service available to a second user at the second automated device; and

responsive to receiving a selection of the second toggle option to switch the display, generate for display on the modified display screen of the portable apparatus the product or service available to the second user at the second automated device.

13. The portable apparatus of claim 10, wherein the memory stores additional computer-executable instructions that, when executed by the processor, cause the portable apparatus to:

store, in a database and in association with a profile of the user, the opportunity flagged for the user during the prior interaction.

14. The portable apparatus of claim 10, wherein the first status information for the first automated device indicates that the first automated device is being assisted by the portable apparatus or is being assisted by another portable apparatus, and wherein the display of the product or service available to the user is read-only until the first status information for the first automated device indicates that assistance of the first automated device is completed.

15. The portable apparatus of claim 10, wherein the memory stores additional computer-executable instructions that, when executed by the processor, cause the portable apparatus to:

receive a selection of the product or service by the user at the first automated device;

access a database comprising a profile for the user; and

pre-populate an application for the product or service using information from the profile for the user.

16. The portable apparatus of claim 10, wherein the modified display screen indicating the product or service available to the user comprises a selectable option to display one or more appointment for the user and a selectable option to display information from a profile for the user.

17. A non-transitory computer-readable medium having instructions stored thereon that, when executed, cause a portable computing device to:

receive, from a server managing an activity assistance portal, status information for each of a plurality of automated devices, wherein the status information for an automated device of the plurality of automated devices indicates whether the automated device is available, is functioning in a self-service mode, is being assisted by the portable computing device, is being assisted by another portable computing device, or has requested to be assisted;

generate, for display on a display of the portable computing device, a display screen indicating the status information for each of the plurality of automated devices, including first status information for a first automated device of the plurality of automated devices, wherein the status information for each of the plurality of automated devices on the display screen are each displayed on a different portion of the display screen, and wherein the first status information for the first automated device of the plurality of automated devices is displayed on a first portion of the display screen and indicates that a user at the first automated device has requested assistance for an activity being performed by the user at the first automated device;

based on a determination that a user at the first automated device has authenticated via the first automated device and that an agent of the portable computing device has completed assistance for the activity being performed by the user at the first automated device, generate for display on the display screen of the portable computing device a toggle option to switch the display from displaying the first status information for the first automated device to displaying a product or service available to the user at the first automated device, wherein the product or service available to the user comprises an opportunity flagged for the user during a prior interaction between the user and one of the plurality of automated devices and the toggle option comprises a sliding toggle option; and

responsive to the portable computing device receiving a selection of the toggle option to switch the display, generate, for display on the display of the portable computing device, a modified display screen indicating the product or service available to the user at the first automated device simultaneously with display of the status information for one or more other automated devices of the plurality of automated devices, wherein the product or service available to the user at the first automated device is displayed on the first portion of the display screen to replace the first status information for the first automated device previously displayed on the first portion of the display screen, and wherein another selection of the toggle option is configured to switch the display from displaying the product or service available to the user to displaying the first status information for the first automated device.

18. The non-transitory computer-readable medium of claim 17, wherein:

the first status information comprises an activity being performed by the user at the first automated device, and a selectable option for the portable computing device to assist the user to perform the activity, and the product or service available to the user comprises an opportunity flagged by the portable computing device or another portable computing device during the prior interaction between the user and one of the plurality of automated devices.

19. The non-transitory computer-readable medium of claim 17, wherein the non-transitory computer-readable medium has additional computer-readable instructions stored thereon that, when executed, cause the portable computing device to:

store, in a database and in association with a profile of the user, the opportunity flagged for the user during the prior interaction.