Personal teller system and method of remote interactive and personalized banking

• US 20060004660A1
• Filed: 06/30/2004
• Published: 01/05/2006
• Est. Priority Date: 06/30/2004
• Status: Active Grant

• Current Assignee: NCR Voyix Corporation
• Original Assignee: Ugenius Technology, LLC (NCR Voyix Corporation)
• Inventors: Pranger, Eugene P.
• Granted Patent: US 7,814,016 B2
• Time in Patent Office: Days
• US Class Current: 705/43
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]

Abstract

Systems and methods for providing personalized services to remote customers using personal teller machines (PTM) from a centralized call center. The customer initiates the transaction providing identification at a PTM. The identification of the customer is verified and audio and/or video communication is established between the customer at the PTM and a teller at a teller station in the call center. Upon establishment of video and audio connection, the customer may request the performance of specific financial transactions that are controlled by a teller through the teller station that is connected with the PTM over a network. Upon completion of the transactions of the customer by the teller, a receipt is printed for the customer and the video and audio connections are closed.

Claims

1. A system for connecting remote customers to a service provider to provide personal service to the remote customers, the system comprising:

one or more personal teller machines located in one or more retail locations, each personal teller machine enabled to both send and receive at least one of audio data and video data;

one or more teller stations located in a call center, each teller station enabled to both send and receive at least one of audio data and video data; and

at least one server computer connected with the one or more personal teller machines and the one or more teller stations, wherein the at least one server receives calls from the one or more personal teller machines and places the calls in a caller queue, wherein each call in the caller queue is delivered to a teller station in turn such that a customer at a particular personal teller machine is in at least one or audio communication and video communication with a particular teller at a teller station.

2. A system as defined in claim 1, wherein the particular teller machine is controlled by the particular teller.

3. A system as defined in claim 1, wherein each teller station is connected with the at least one server over a network.

4. A system as defined in claim 1, wherein each personal teller machine is connected with the at least one server over a network.

5. A system as defined in claim 1, wherein each personal teller machine comprises:

a camera to generate the video data that is transmitted to the teller station; and

a handset that enables a customer to audibly communicate with a teller.

6. A system as defined in claim 5, wherein each personal teller machine further comprises one or more of:

a monitor that displays a customer transaction screen;

an electronic signature pad and pen;

a card reader;

a check acceptor;

a cash acceptor

a receipt printer;

a scanner;

a waste collector

a coin dispenser

a numeric pad;

a form scanner; and

a bill acceptor.

7. A system as defined in claim 1, wherein each teller station comprises one or more of:

a display for showing a teller transaction screen;

function keys for selecting transactions;

a headset for both receiving and sending audio data to a customer; and

a camera for sending video data to a customer at a personal teller machine.

8. A system as defines in claim 1, wherein each personal teller machine displays a customer transaction screen that is controlled by a teller and is adapted to a particular transaction requested by the customer.

9. A method for providing personalized services to remote customers from a call center, the method comprising:

receiving a call from a personal teller machine, the call initiated by a customer;

receiving an acceptance of the call from a teller machine at a call station;

connecting the personal teller machine with the teller machine such that a customer at the personal teller machine has audio and video communication with a teller at the teller machine; and

performing one or more transactions identified by the customer.

10. A method as defined in claim 9, wherein performing one or more transactions identified by the customer further comprises verifying an identity of the customer.

11. A method as defined in claim 9, wherein performing one or more transactions identified by the customer further comprises receiving a check from the customer and scanning a front and back of the check.

12. A method as defined in claim 11, wherein performing one or more transactions identified by the customer further comprises transmitting an image of the check to the teller machine.

13. A method as defined in claim 9, wherein performing one or more transactions identified by the customer further comprises transmitting an image of an ID of the customer that is scanned by the personal teller machine.

14. A method as defined in claim 9, wherein performing one or more transactions identified by the customer further comprises dispensing cash back to the customer.

15. A method as defined in claim 9, wherein receiving a call from a personal teller machine further comprises storing the call in a caller queue.

16. A method as defined in claim 15, further comprising serving each call in the caller queue in turn to one or more teller stations at the call center.

17. A method as defined in claim 9, further comprising a teller controlling each transaction from a teller machine.

18. A method as defined in claim 9, further comprising terminating the audio and video communication when the transaction is over.

19. An interactive financial service system for allowing financial services and transactions to be performed by a financial service representative located in a centralized call center for a customer at a remotely located personal teller machine, the system comprising:

a teller station located at a call center, the teller station;

at least one server computer that is connected with the teller station over a network; and

a plurality of personal teller machines for performing transactions, wherein the plurality of personal teller machines are geographically dispersed and are configured to connect with the teller station through the network when a customer initiates a transaction, each personal teller machine comprising;

means for identifying a customer of the personal teller machine;

means for receiving cash from the customer;

means for receiving documents including checks from the customer;

means for generating images of each side of the documents;

a camera for generating video data of the customer, wherein the video data is displayed on the teller machine;

means for dispensing cash to the customer;

means for dispensing a receipt to the customer;

a display for viewing video and still images, the video including video data of a teller at the teller station;

a telephone handset for audio communication with the teller; and

an interface for connecting to and communicating with said teller station via the at least one server over the network.

20. A system as defined in claim 19, wherein the personal teller machine further comprises a computer.

21. A system as defined in claim 19, wherein the personal teller machine further comprises an electronic signature pad for receiving a signature of the customer that is transmitted to the teller machine.

22. A system as defined in claim 19, wherein the teller machine causes details regarding a particular transaction to be displayed on the display to the customer.

23. A system as defined in claim 19, wherein the means for identifying a customer of the personal teller machine further comprises at least one of:

a biometric device;

a card scanner for reading a magnetic strip;

a scanner that scans each side of a customer'"'"'s identification for transmission to a teller machine that displays an image of the customer'"'"'s identification.

24. A system as defined in claim 19, wherein the teller station further comprises:

a headset for receiving audio communications from the customer;

a display for displaying video data of the customer;

a teller transaction screen for displaying details of each transaction performed by the customer; and

function keys for controlling each transaction.