System and method for providing remote site intervention support for self-checkout stations

• US 20080087724A1
• Filed: 10/11/2006
• Published: 04/17/2008
• Est. Priority Date: 10/11/2006
• Status: Active Grant

• Current Assignee: NCR Voyix Corporation
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Baker, David Taylor, Kobres, Erick Christian, Crooks, John Fredrick
• Granted Patent: US 7,673,796 B2
• Time in Patent Office: Days
• US Class Current: 235/383
• CPC Class Codes: A47F 9/048 automatically
• CPC Class Codes: G07G 1/0036 Checkout procedures
• CPC Class Codes: G07G 1/0045 with a code reader for reading of an identifying code of the article to be registered, e.g. barcode reader or radio-frequency identity [RFID] reader
• CPC Class Codes: G07G 1/0054 with control of supplementary check-parameters, e.g. weight or number of articles
• CPC Class Codes: G07G 1/14 Systems including one or more distant stations co-operating with a central processing unit data transmission in general H04L; telemetry systems for selectively calling a substation from a main station H04Q9/00
• CPC Class Codes: G07G 3/00 Alarm indicators, e.g. bells

Abstract

A system and method enables intervention events occurring at a self-checkout station at a retail site to be addressed by an operator located at a remote site distant from the retail site. The system includes a checkout station located at a retail site, a video camera and microphone mounted at the checkout station, a data communicator for collecting video and audio data from the video camera and microphone and operational data from the checkout station, an intervention service station for receiving the video, audio, and operational data from the data communicator, the intervention service station being located off-site from the retail site; and the intervention service station includes a checkout station command generator for generating and sending checkout station commands to the checkout station in response to the operational data received from the data communicator so that an operator at the intervention service station can intervene in the checkout station operation.

Claims

1. A system for intervening in the operation of a checkout station:

from a remote location comprising;

a checkout station located at a retail site;

a video camera and microphone mounted at the checkout station;

a data hub for collecting video and audio data from the video camera and microphone and operational data from the checkout station;

an intervention service station for receiving the video, audio, and operational data from the data communicator, the intervention service station being located off-site from the retail site; and

the intervention service station includes a checkout station command generator for generating and sending checkout station commands to the checkout station in response to the operational data received from the data communicator so that an operator at the intervention service station can intervene in the checkout station operation.

2. The system of claim 1, the checkout station further comprising:

a remote intervention evaluator for determining whether the data hub sends the video, audio, and operational data to the intervention service station.

3. The system of claim 2, the checkout station further comprising:

an intervention event request generator for generating an intervention request with a time of event; and

the remote intervention evaluator for calculating an elapsed time from the time of event to determine whether the video, audio, and operational data are sent to the intervention service station.

4. The system of claim 3 further comprising:

a plurality of intervention service stations located off-site from the retail site; and

an intervention queue manager coupled between the plurality of intervention service stations and the checkout station, the intervention queue manager for determining which intervention service station in the plurality receives an intervention request.

5. The system of claim 4, the data communicator and the intervention service station each including:

a data encryption and decryption module for securing the video, audio, and operational data for communication.

6. The system of claim 4, the intervention service station further comprising:

a video camera and microphone for generating video and audio data of the operator for transmission to the checkout station; and

a data hub for collecting the video and audio data, the video and audio data being sent to the checkout station with the generated checkout station commands.

7. The system of claim 6 further comprising:

a plurality of checkout stations located at multiple retail sites, the plurality of checkout stations being coupled to the plurality of intervention service stations so that an intervention request from a checkout station in the plurality of checkout stations is received by one of the intervention service station in the plurality of intervention service stations.

8. The system of claim 1 further comprising:

a plurality of intervention service stations located off-site from the retail site; and

an intervention queue manager coupled between the plurality of intervention service stations and the checkout station, the intervention queue manager for determining which intervention service station in the plurality receives an intervention request.

9. The system of claim 1 further comprising:

a plurality of checkout stations located at multiple retail sites, the plurality of checkout stations being coupled to the plurality of intervention service stations so that an intervention request from a checkout station in the plurality of checkout stations is received by one of the intervention service stations in the plurality of intervention service stations.

10. A method for intervening in the operation of a checkout station from a remote location comprising:

generating video, audio, and operational data at a checkout station located at a retail site;

transmitting the video, audio, and operational data from the checkout station;

receiving the video, audio, and operational data from the checkout station at an intervention service station that is located off-site from the retail site; and

generating and sending checkout station commands to the checkout station in response to the operational data received from the self-checkout station so that an operator at the intervention service station can intervene in the checkout station operation.

11. The method of claim 10 further comprising:

determining an intervention event has occurred at the checkout station.

12. The method of claim 11 further comprising:

generating an intervention request with a time of event; and

calculating an elapsed time from the time of event to determine whether an intervention event has occurred.

13. The method of claim 12 further comprising:

determining which intervention service station in a plurality of intervention service stations located off-site from the retail site receives an intervention request.

14. The method of claim 13 further comprising:

encrypting and decrypting the video, audio, and operational data to secure the data for communication.

15. The method of claim 13 further comprising:

generating video and audio data of the operator of the intervention service station for transmission to the checkout station; and

transmitting the video and audio data of the operator with the generated checkout station commands.

16. The method of claim 15 further comprising:

coupling a plurality of checkout stations located at multiple retail sites to the plurality of intervention service stations so that an intervention request from a checkout station in the plurality of checkout stations is received by one of the intervention service stations in the plurality of intervention service stations.

17. The method of claim 10 further comprising:

determining which intervention service station in a plurality of intervention service stations located off-site from the retail site receives an intervention request.

18. The method of claim 10 further comprising:

coupling a plurality of checkout stations located at multiple retail sites to the plurality of intervention service stations so that an intervention request from a checkout station in the plurality of checkout stations is received by one of the intervention service stations in the plurality of intervention service stations.