Processing system for providing a teller assistant experience using enhanced reality interfaces

• US 10,462,425 B1
• Filed: 09/07/2018
• Issued: 10/29/2019
• Est. Priority Date: 09/07/2018
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Carroll, Matthew E., Dent, Nathan
• Primary Examiner(s): Zenati, Amal S
• Application Number:
  US16/124,316
• Time in Patent Office: 417 Days
• Field of Search: 348 1402
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 20/3223 Realising banking transactions through M-devices
• CPC Class Codes: G07F 19/201 Accessories of ATMs
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q
• CPC Class Codes: H04N 7/157 defining a virtual conference space and using avatars or agents computer conference optimisation or adaptation H04L12/1827

Abstract

Aspects of the disclosure relate to processing systems that provide a teller assistant experience using enhanced reality interfaces. The computing platform may receive, from an enhanced reality device, pre-transaction information corresponding to an interaction with an automated teller machine terminal platform. Based on the pre-transaction information, the computing platform may generate teller assistant experience information and commands directing the enhanced reality device to generate a teller assistant experience interface using the teller assistant experience information. The computing platform may send the teller assistant experience information and the commands directing the enhanced reality device to generate the teller assistant experience interface using the teller assistant experience information. The computing platform may initiate a video call between the enhanced reality device and a teller interaction platform, which may be displayed at the enhanced reality device in a portion of the teller assistant experience interface.

Claims

1. A computing platform comprising:

at least one processor;

a communication interface communicatively coupled to the at least one processor; and

memory storing computer-readable instructions that, when executed by the at least one processor, cause the computing platform to;

establish, with an enhanced reality device, a first wireless data connection;

receive, from the enhanced reality device and while the first wireless data connection is established, pre-transaction information corresponding to an interaction with an automated teller machine terminal platform, wherein the pre-transaction information corresponding to the interaction with the automated teller machine terminal platform is sent by the enhanced reality device to the computing platform based on pre-transaction input received by the enhanced reality device as gesture input or detected eye movement;

generate, based on the pre-transaction information received from the enhanced reality device, teller assistant experience information and one or more commands directing the enhanced reality device to generate a teller assistant experience interface using the teller assistant experience information;

send, to the enhanced reality device and while the first wireless data connection is established, the teller assistant experience information and the one or more commands directing the enhanced reality device to generate the teller assistant experience interface using the teller assistant experience information;

cause the enhanced reality device to establish a second wireless data connection with a teller interaction platform; and

initiate a video call between the enhanced reality device and the teller interaction platform using the second wireless data connection, wherein the video call is displayed at the enhanced reality device in a portion of the teller assistant experience interface.

2. The computing platform of claim 1, wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, further cause the computing platform to:

receive a navigation interface request from the enhanced reality device;

generate navigation interface information and one or more commands directing the enhanced reality device to cause display of a navigation interface using the navigation interface information; and

send, to the enhanced reality device, the navigation interface information and the one or more commands directing the enhanced reality device to cause display of the navigation interface using the navigation interface information.

3. The computing platform of claim 1, wherein the pre-transaction information corresponds to a type of transaction to be conducted and information corresponding to a user of the enhanced reality device.

4. The computing platform of claim 1, wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, further cause the computing platform to:

establish a third wireless data connection with the teller interaction platform;

receive, from the teller interaction platform, one or more commands directing the computing platform to generate a teller experience notification to be displayed to a user at the enhanced reality device along with the teller assistant experience interface;

generate, based on the one or more commands directing the computing platform to generate the teller experience notification to be displayed to the user at the enhanced reality device along with the teller assistant experience interface, the teller experience notification and one or more commands directing the enhanced reality device to display the teller experience notification; and

send, to the enhanced reality device, the teller experience notification and the one or more commands directing the enhanced reality device to display the teller experience notification.

5. The computing platform of claim 4, wherein the teller experience notification corresponds to one of:

a transaction assistance notification to assist the user in conducting a transaction or a security notification to assist the user in safely conducting the transaction.

6. The computing platform of claim 5, wherein the transaction corresponds to a transaction conducted at the automated teller machine terminal platform.

7. The computing platform of claim 1, wherein the memory stores additional computer-readable instructions that, when executed by the at least one processor, further cause the computing platform to:

receive, from the enhanced reality device, a post-transaction request indicating a request to continue a transaction after departing from the automated teller machine terminal platform;

generate, in response to the post-transaction request, post-transaction interface information and one or more commands directing the enhanced reality device to update the teller assistant experience interface using the post-transaction interface information; and

send, to the enhanced reality device, the post-transaction interface information and the one or more commands directing the enhanced reality device to update the teller assistant experience interface using the post-transaction interface information.

8. The computing platform of claim 7, wherein the updated teller assistant experience interface corresponds to additional services offered by an institution corresponding to the automated teller machine terminal platform that may be provided after departing from the automated teller machine terminal platform.

9. The computing platform of claim 1, wherein initiating the video call between the enhanced reality device and the teller interaction platform causes the enhanced reality device to capture video content using an inward facing camera and an outward facing camera of the enhanced reality device.

10. A method comprising:

at a computing platform comprising at least one processor, a communication interface, and memory;

establishing, with an enhanced reality device, a first wireless data connection;

receiving, from the enhanced reality device and while the first wireless data connection is established, pre-transaction information corresponding to an interaction with an automated teller machine terminal platform, wherein the pre-transaction information corresponding to the interaction with the automated teller machine terminal platform is sent by the enhanced reality device to the computing platform based on pre-transaction input received by the enhanced reality device as gesture input or detected eye movement;

generating, based on the pre-transaction information received from the enhanced reality device, teller assistant experience information and one or more commands directing the enhanced reality device to generate a teller assistant experience interface using the teller assistant experience information;

sending, to the enhanced reality device and while the first wireless data connection is established, the teller assistant experience information and the one or more commands directing the enhanced reality device to generate the teller assistant experience interface using the teller assistant experience information;

causing the enhanced reality device to establish a second wireless data connection with a teller interaction platform; and

initiating a video call between the enhanced reality device and the teller interaction platform using the second wireless data connection, wherein the video call is displayed at the enhanced reality device in a portion of the teller assistant experience interface.

11. The method of claim 10, further comprising:

receiving a navigation interface request from the enhanced reality device;

generating navigation interface information and one or more commands directing the enhanced reality device to cause display of a navigation interface using the navigation interface information; and

sending, to the enhanced reality device, the navigation interface information and the one or more commands directing the enhanced reality device to cause display of the navigation interface using the navigation interface information.

12. The method of claim 10, wherein the pre-transaction information corresponds to a type of transaction to be conducted and information corresponding to a user of the enhanced reality device.

13. The method of claim 10, further comprising:

establishing a third wireless data connection with the teller interaction platform;

receiving, from the teller interaction platform, one or more commands directing the computing platform to generate a teller experience notification to be displayed to a user at the enhanced reality device along with the teller assistant experience interface;

generating, based on the one or more commands directing the computing platform to generate the teller experience notification to be displayed to the user at the enhanced reality device along with the teller assistant experience interface, the teller experience notification and one or more commands directing the enhanced reality device to display the teller experience notification; and

sending, to the enhanced reality device, the teller experience notification and the one or more commands directing the enhanced reality device to display the teller experience notification.

14. The method of claim 13, wherein the teller experience notification corresponds to one of:

a transaction assistance notification to assist a user in conducting a transaction or a security notification to assist the user in safely conducting the transaction.

15. The method of claim 14, wherein the transaction corresponds to a transaction conducted at the automated teller machine terminal platform.

16. The method of claim 10, further comprising:

receiving, from the enhanced reality device, a post-transaction request indicating a request to continue a transaction after departing from the automated teller machine terminal platform;

generating, in response to the post-transaction request, post-transaction interface information and one or more commands directing the enhanced reality device to update the teller assistant experience interface using the post-transaction interface information; and

sending, to the enhanced reality device, the post-transaction interface information and the one or more commands directing the enhanced reality device to update the teller assistant experience interface using the post-transaction interface information.

17. The method of claim 16, wherein the updated teller assistant experience interface corresponds to additional services offered by an institution corresponding to the automated teller machine terminal platform that may be provided after departing from the automated teller machine terminal platform.

18. The method of claim 10, wherein initiating the video call between the enhanced reality device and the teller interaction platform causes the enhanced reality device to capture video content using an inward facing camera and an outward facing camera of the enhanced reality device.

19. One or more non-transitory computer-readable media storing instructions that, when executed by a computing platform comprising at least one processor, a communication interface, and memory, cause the computing platform to:

establish, with an enhanced reality device, a first wireless data connection;

receive, from the enhanced reality device and while the first wireless data connection is established, pre-transaction information corresponding to an interaction with an automated teller machine terminal platform, wherein the pre-transaction information corresponding to the interaction with the automated teller machine terminal platform is sent by the enhanced reality device to the computing platform based on pre-transaction input received by the enhanced reality device as gesture input or detected eye movement;

generate, based on the pre-transaction information received from the enhanced reality device, teller assistant experience information and one or more commands directing the enhanced reality device to generate a teller assistant experience interface using the teller assistant experience information;

send, to the enhanced reality device and while the first wireless data connection is established, the teller assistant experience information and the one or more commands directing the enhanced reality device to generate the teller assistant experience interface using the teller assistant experience information;

cause the enhanced reality device to establish a second wireless data connection with a teller interaction platform; and

initiate a video call between the enhanced reality device and the teller interaction platform using the second wireless data connection, wherein the video call is displayed at the enhanced reality device in a portion of the teller assistant experience interface.

20. The one or more non-transitory computer-readable media of claim 19, storing additional instructions that, when executed by the computing platform, cause the computing platform to:

receive a navigation interface request from the enhanced reality device;

generate navigation interface information and one or more commands directing the enhanced reality device to cause display of a navigation interface using the navigation interface information; and

send, to the enhanced reality device, the navigation interface information and the one or more commands directing the enhanced reality device to cause display of the navigation interface using the navigation interface information.