AUTOMATED DEVICE ASSISTANCE

• US 20170006013A1
• Filed: 06/30/2015
• Published: 01/05/2017
• Est. Priority Date: 06/30/2015
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Mande, Christian, Williamson, Mark, Watkins, Brendan, Furey, Ryan, Price, Anne, Pearce, Alison, Bentubo, Michelle
• Application Number:
  US14/788,218
• Publication Number:
  US 20170006013A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 20/405 Establishing or using transaction specific rules
• CPC Class Codes: G07F 9/026 for alarm, monitoring and auditing in vending machines or means for indication, e.g. when empty
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 63/0853 using an additional device, e.g. smartcard, SIM or a different communication terminal cryptographic mechanisms or cryptographic arrangements for entity authentication involving additional secure or trusted devices H04L9/3234
• CPC Class Codes: H04L 63/20 for managing network security; network security policies in general filtering policies H04L63/0227

Abstract

A user may perform activities at an automated device having various technical features, such as a display, a printer, a camera, a microphone, a speaker, and other features used to perform activities at the automated device. During performance of an activity, the user may run into an issue and request assistance from an agent having a computing device (e.g., a portable computing device). Additionally or alternatively, the automated device may detect the issue and send a request for assistance to a computing device managing a transaction assistance portal or directly to the agent'"'"'s computing device. The request may identify the user, the activity, and/or the issue, and the agent and his or her computing device may be used to resolve the issue. The agent'"'"'s computing device may also be used to facilitate customer relationship management with the user.

Claims

1. A method, comprising:

authenticating a user at an automated device based on a first form of authentication;

during performance of an activity by the user at the automated device, determining that an alert occurred and pausing the activity at the automated device;

responsive to a computing device receiving an indication of the alert, generating for display on a display of the computing device a request for the computing device to authenticate the user based on a second form of authentication;

responsive to receiving a selection of an option to authenticate the user based on the second form of authentication, sending, by the computing device, a message indicating that the user is authenticated based on the second form of authentication; and

resuming the activity at the automated device based on the second form of authentication.

2. The method of claim 1, wherein the first form of authentication comprises a card and a PIN, and wherein the second form of authentication comprises a driver'"'"'s license.

3. The method of claim 2, wherein the request for the computing device to authenticate the user based on the second form of authentication comprises an image of the driver'"'"'s license scanned at the automated device.

4. The method of claim 2, wherein the request for the computing device to authenticate the user based on the second form of authentication comprises a prompt for an agent using the computing device to input information from the driver'"'"'s license.

5. The method of claim 1, wherein the second form of authentication comprises an ID of the user, and wherein the request for the computing device to authenticate the user based on the second form of authentication comprises a prompt for an agent using the computing device to input an ID type of the ID, a jurisdiction issuing the ID, a unique identifier of the ID, and an expiration date of the ID.

6. The method of claim 1, wherein the second form of authentication comprises an agent override of the alert.

7. The method of claim 1, wherein the sending the message indicating that the user is authenticated based on the second form of authentication comprises sending the message to a server managing an activity assistance portal for a location of the automated device.

8. An apparatus, comprising:

a processor; and

memory storing computer-executable instructions that, when executed by the processor, cause the apparatus to;

authenticate a user at an automated device based on a first form of authentication;

during performance of an activity by the user at the automated device, determine that an alert occurred and pausing the activity at the automated device;

responsive to the apparatus receiving an indication of the alert, generate for display on a display of the apparatus a request for the apparatus to authenticate the user based on a second form of authentication;

responsive to receiving a selection of an option to authenticate the user based on the second form of authentication, send a message indicating that the user is authenticated based on the second form of authentication; and

resume the activity at the automated device based on the second form of authentication.

9. The apparatus of claim 8, wherein the first form of authentication comprises a card and a PIN, and wherein the second form of authentication comprises a driver'"'"'s license.

10. The apparatus of claim 9, wherein the request for the apparatus to authenticate the user based on the second form of authentication comprises an image of the driver'"'"'s license scanned at the automated device.

11. The apparatus of claim 9, wherein the request for the apparatus to authenticate the user based on the second form of authentication comprises a prompt for an agent using the apparatus to input information from the driver'"'"'s license.

12. The apparatus of claim 8, wherein the second form of authentication comprises an ID of the user, and wherein the request for the apparatus to authenticate the user based on the second form of authentication comprises a prompt for an agent using the apparatus to input an ID type of the ID, a jurisdiction issuing the ID, a unique identifier of the ID, and an expiration date of the ID.

13. The apparatus of claim 8, wherein the second form of authentication comprises an agent override of the alert.

14. The apparatus of claim 8, wherein the sending the message indicating that the user is authenticated based on the second form of authentication comprises sending the message to a server managing an activity assistance portal for a location of the automated device.

15. A non-transitory computer-readable medium having instructions stored thereon that, when executed, cause a computing device to:

authenticate a user at an automated device based on a first form of authentication;

during performance of an activity by the user at the automated device, determine that an alert occurred and pausing the activity at the automated device;

responsive to the computing device receiving an indication of the alert, generate for display on a display of the computing device a request for the computing device to authenticate the user based on a second form of authentication;

responsive to receiving a selection of an option to authenticate the user based on the second form of authentication, send a message indicating that the user is authenticated based on the second form of authentication; and

resume the activity at the automated device based on the second form of authentication.

16. The non-transitory computer-readable medium of claim 15, wherein the first form of authentication comprises a card and a PIN, and wherein the second form of authentication comprises a driver'"'"'s license.

17. The non-transitory computer-readable medium of claim 16, wherein the request for the computing device to authenticate the user based on the second form of authentication comprises an image of the driver'"'"'s license scanned at the automated device.

18. The non-transitory computer-readable medium of claim 16, wherein the request for the computing device to authenticate the user based on the second form of authentication comprises a prompt for an agent using the computing device to input information from the driver'"'"'s license.

19. The non-transitory computer-readable medium of claim 15, wherein the second form of authentication comprises an ID of the user, and wherein the request for the computing device to authenticate the user based on the second form of authentication comprises a prompt for an agent using the computing device to input an ID type of the ID, a jurisdiction issuing the ID, a unique identifier of the ID, and an expiration date of the ID.

20. The non-transitory computer-readable medium of claim 15, wherein the second form of authentication comprises an agent override of the alert.