INTERACTIVE CUSTOMER ASSISTANCE DEVICES AND METHODS

• US 20160225071A1
• Filed: 01/30/2015
• Published: 08/04/2016
• Est. Priority Date: 01/30/2015
• Status: Abandoned Application

• Current Assignee: NCR Corporation (NCR Voyix Corporation)
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Garrigan, Craig, Breen, Ashley
• Application Number:
  US14/610,380
• Publication Number:
  US 20160225071A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 20/18 involving self-service terminals [SST], vending machines, kiosks or multimedia terminals
• CPC Class Codes: G06Q 20/321 using wearable devices
• CPC Class Codes: G06Q 20/3221 Access to banking information through M-devices
• CPC Class Codes: G06Q 20/425 using two different networks, one for transaction and one for security confirmation
• 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

Various embodiments herein each include at least one of systems, devices, methods, and software for interactive customer assistance devices and methods. One embodiment in the form of a method includes presenting, on a first device, data with regard to a transaction session initiated on a second device, the first device collaborating in performance of the transaction session via a network. The method further includes transmitting a request for a third device to collaboratively join the transaction session in response to command input received by either the first or the second device. The third device in such embodiments is capable of presenting sensitive data not allowed for viewing by a user of the second device and not capable of presentation on the first device, such as by an app deployed on the second device.

Claims

1. A method comprising:

presenting, on a first device, data with regard to a transaction session initiated on a second device, the first device collaborating in performance of the transaction session via a network; and

transmitting a request for a third device to collaboratively join the transaction session in response to command input received by either the first or the second device, the third device capable of presenting sensitive data not allowed for viewing by a user of the second device and not capable of presentation on the first device.

2. The method of claim 1, wherein the third device includes an audio output device, the sensitive data capable of audio output by the audio output device of the third device.

3. The method of claim 1, wherein the transaction session is a banking transaction session and the data with regard to the transaction session includes bank account data and data representative of a banking transaction attempt by a holder of the bank account, the attempted banking transaction needing approval from a user of the third device, the third device including a device app capable of presenting the sensitive data.

4. The method of claim 1, further comprising:

joining the third device in collaborative performance of the transaction session, the joining including the third device gaining access to the data with regard to the transaction session including data representative of actions previously performed during the transaction session and the sensitive data.

5. The method of claim 4, further comprising:

disconnecting the second device from the transaction session upon the third device joining the transaction session.

6. The method of claim 1, wherein the collaborating in performance of the transaction session includes audio or audio and video communication between at least two of the first, second, and third devices, data of the audio or audio and video communication transmitted and received via the network.

7. The method of claim 1, wherein the second device is a customer self-service terminal (SST).

8. The method of claim 7, wherein the SST is an automated teller machine (ATM).

9. The method of claim 7, wherein the third device is a wearable mobile device including a heads-up display.

10. A method comprising:

presenting, on a first device, data with regard to a transaction session initiated on a second device, the first device collaborating in performance of the transaction session via a network;

receiving input on the first device to present sensitive data, the sensitive data to be presented via an ancillary output device other than a primary output device of the first device; and

presenting the sensitive data via the ancillary output device of the first device.

11. The method of claim 10, wherein the ancillary output device is an audio output device of the first device.

12. The method of claim 10, wherein the ancillary output device is a wearable display device capable of communication with the first device.

13. The method of claim 10, wherein the sensitive information is customer-specific data not for view by the customer, the customer being a user of the second device.

14. The method of claim 10, wherein the second device is an automated teller machine (ATM).

15. A computing device comprising:

at least one network interface device, at least one processor, and at least one memory device, the at least one memory device storing instructions executable by the at least one processor to;

connect a first device and second device in a joint transaction session associated with a transaction initiated on the second device;

within the joint transaction session;

receive, from the first device via the at least one network interface device, a request for a third device to join the joint transaction session, the third device being a wearable computing device including a display; and

connect the third device to the joint transaction session in response to a received acceptance of an invitation to connect transmitted via the at least one network interface device.

16. The computing device of claim 15, wherein the instructions stored on the at least one memory device are further executable by the at least one processor to:

retrieve data related to the transaction initiated on the second device, the retrieved data including sensitive data not presentable on the second device but presentable on the third device; and

transmit the retrieved data to the third device.

17. The computing device of claim 16, wherein the instructions stored on the at least one memory device are further executable by the at least one processor to:

receive, via the at least one network interface device, data from the third device representative of input received on the third device with regard to a transaction activity initiated on the second device, the input received related to the sensitive data presentable by the third device; and

transmit, via the at least one network interface device, at least a portion of the data received from the third device to both the first and second devices.

18. The computing device of claim 16, wherein the instructions stored on the at least one memory device are further executable by the at least one processor to:

record, on a data storage device, a record of data processing activities performed within the joint transaction session including data representative of a first, second, or third device user that initiated each data processing activity.

19. The computing device of claim 18, wherein at least one recorded data processing activity is an approval of a banking transaction initiated on the second device, the approval received via the at least one network interface device from the third device, the approval requiring consideration of the sensitive data.

20. The computing device of claim 15, wherein the instructions stored on the at least one memory device are further executable by the at least one processor to:

disconnect the second device from the joint transaction session subsequent to connecting the third device to the joint transaction session.