Self-Service Device Servicing Utilizing a Hardware Database

• US 20140084052A1
• Filed: 09/26/2012
• Published: 03/27/2014
• Est. Priority Date: 09/26/2012
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Dent, Nathan, Wayne, Karen, Bond, Cheryl S., Browne, Kyle, Schoonover, Kimberly
• Granted Patent: US 8,794,513 B2
• Time in Patent Office: Days
• US Class Current: 235/375
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method of utilizing a hardware database with a master ticket or a support ticket for individual financial self-service devices, such as an automated teller machine (ATM), that provides a technician with information about the self-service device and improves the self-service device servicing process is provided. The self-service device service system may include a processor; a self-service device, wherein the automated teller machine includes a self-service device support ticket attached to the self-service device; a self-service device hardware database that includes information about a plurality of self-service devices; and a handheld wireless device configured to scan and store the set of data from the self-service device support ticket and communicate the set of data to the self-service device hardware database.

Claims

1. A financial self-service device system, comprising:

a processor;

a self-service device, wherein the self-service device includes a self-service device support ticket attached to the self-service device; and

a self-service device hardware database that includes information about one or more self-service devices,

wherein a set of data from the self-service device support ticket is scanned during a maintenance request for the self-service device and the set of data is transferred to the self-service device hardware database.

2. The financial self-service device system of claim 1, wherein the self-service device support ticket includes one or more of the following:

self-service device model number, self-service device serial number, services, required, printer configuration, software configuration, component numbers, or part numbers.

3. The financial self-service device system of claim 1, wherein the self-service device support ticket is a barcode.

4. The financial self-service device system of claim 1 further including a handheld wireless device configured to scan and store the set of data from the self-service device support ticket and communicate the set of data to the self-service device hardware database.

5. The financial self-service device system of claim 1, wherein the processor and the self-service device hardware database provide predictable faults and maintenance for the self-service device.

6. The financial self-service device system of claim 1 further including an electronic locking system located at the self-service device configured to lock the self-service device, wherein the electronic tracking system includes a programmed key code in order to open the self-service device for servicing.

7. The financial self-service device system of claim 1, wherein the processor and the self-service device hardware database provide diagnostics to analyze the failures and service tendencies of the self-service device to provide root cause analysis.

8. The financial self-service device system of claim 1, wherein the self-service device hardware database records a plurality of transactions at the self-service device, and further wherein the plurality of transactions includes a volume of the plurality of transactions at the self-service device, a total amount of the plurality of transactions at the self-service device, and changes in the volume of the plurality of transactions at the self-service device.

9. The financial self-service device system of claim 1, wherein the processor and the self-service device hardware database analyze the support ticket for consolidation with other maintenance requests for the plurality of self-service devices in a geographic area and consolidation with other maintenance requests for the self-service device.

10. A method of servicing a financial self-service device, comprising:

receiving an indication of a maintenance request from a financial self-service device;

analyzing, by a processor, the maintenance request and a configuration of the self-service device, wherein the configuration includes information about the self-service device;

receiving a scanned support ticket from the self-service device, wherein the scanned support ticket includes the configuration of the self-service device; and

logging, by the processor, the scanned support ticket from the self-service device into an self-service device hardware database.

11. The method of claim 10 further includes providing, by the processor, predictable faults and maintenance for the self-service device.

12. The method of claim 10, wherein the self-service device hardware database detects an improper self-service device coming online through analysis and verification of one or more data elements from the self-service device hardware database.

13. The method of claim 10 further includes the steps of:

receiving a scanned barcode associated with a replacement part installed in the self-service device, wherein the scanned barcode includes information about the replacement part; and

sending, by the processor, the information from the scanned barcode to the self-service device hardware database.

14. The method of claim 10, wherein the analyzing step further includes analyzing the maintenance request for consolidation with other maintenance requests for the self-service device.

15. The method of claim 10, wherein the analyzing step further includes analyzing the maintenance request and the self-service device for root cause analysis.

16. The method of claim 10, further including the steps of:

recording, by the processor, a plurality of transactions at the self-service device, wherein the plurality of transactions includes a volume of the plurality of transactions at the self-service device, a total amount of the plurality of transactions at the self-service device, and changes in the volume of the plurality of transactions at the self-service device.

17. A financial self-service device system, comprising:

a processor;

a financial self-service device, wherein the self-service device includes a self-service device support ticket attached to the self-service device;

a self-service device hardware database that includes information about a plurality of self-service devices; and

a handheld wireless device configured to scan and store the set of data from the self-service device support ticket and communicate the set of data to the self-service device hardware database,

wherein a set of data from the self-service device support ticket is scanned during a maintenance request and the set of data is transferred to the self-service device hardware database and further wherein the processor and the self-service device hardware database provide diagnostics to analyze the failures and service tendencies of the self-service device to provide root cause analysis of the maintenance request, and further wherein the processor and the self-service device hardware database provide predictable faults and maintenance of the maintenance request for the self-service device.

18. The financial self-service device system of claim 17, wherein the self-service device support ticket includes one or more of the following:

self-service device model number, self-service device serial number, services, required, printer configuration, software configuration, component numbers, or part numbers.

19. The financial self-service device system of claim 18, wherein the self-service device hardware database records a plurality of transactions at the self-service device, and further wherein the plurality of transactions includes a volume of the plurality of transactions at the self-service device, a total amount of the plurality of transactions at the self-service device, and changes in the volume of the plurality of transactions at the self-service device.

20. The financial self-service device system of claim 19, wherein the processor and the self-service device hardware database analyze the support ticket for consolidation with other maintenance requests for the plurality of self-service devices in a geographic area and consolidation with other maintenance requests for the self-service device.