Automated patching between ATM and consultant

• US 5,661,283 A
• Filed: 10/03/1995
• Issued: 08/26/1997
• Est. Priority Date: 10/03/1995
• Status: Expired due to Term

• Current Assignee: NCR Corporation
• Original Assignee: NCR Corporation
• Inventors: Paton, Grant C., Grossi, Mark M., Piggot, James, Gallacher, Kenneth D., Schneider, George E.
• Primary Examiner(s): Hajec, Donald T.
• Assistant Examiner(s): Filipek, Jeffrey R.
• Application Number:
  US08/538,313
• Time in Patent Office: 693 Days
• Field of Search: 235/379, 235/380, 379/67, 379/88, 379/91, 379/113
• US Class Current: 235/379
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: G07F 19/201 Accessories of ATMs

Abstract

The invention concerns Automated Teller Machines (ATMs) which are equipped with video conferencing capability. The ATM allows a customer to undertake numerous different types of transactions, such as withdrawing cash, checking a balance, applying for a loan, obtaining interest rate quotations, and so on. If a customer needs assistance with a transaction, the invention (a) identifies the transaction, without intervention of the customer, (b) selects a consultant who is expert in the type of transaction identified, and (c) establishes a video conference with the selected consultant.

Claims

1. In an ATM which allows a customer to undertake multiple, different transactions, the improvement comprising:

a) means for detecting a request by a customer for assistance with a transaction,

b) means for

i) identifying the transaction, without intervention of the customer,

ii) selecting a consultant who is expert in the type of transaction identified, and

iii) establishing a video conference with the selected consultant.

2. A communication system comprising:

a) a plurality of ATMs, at different locations, each

i) having video conferencing capability and

ii) allowing a customer to engage in multiple transactions;

b) several video conferencing stations;

c) means for

i) detecting a user'"'"'s request for assistance with a transaction;

ii) selecting one of the video conferencing stations, based on the transaction; and

iii) establishing a video conference between the selected station and the user'"'"'s ATM.

3. A communication system, comprising:

a) an ATM, having video conference capability, which

i) stores a telephone number of a remote video conferencing station, and

ii) using said telephone number, establishes a video conference with said video conferencing station, when requested by a customer;

b) means for allowing a remote person to change said telephone number.

4. A system, comprising:

a) an ATM, which

i) detects a request for assistance by a customer;

ii) identifies a type of transaction undertaken by the customer, when the request was made;

iii) in response to the request, places a call; and

b) ACD means, for

i) receiving the call;

ii) cooperating with the ATM in locating a free agent having expertise in the type of transaction identified; and

iii) routing the call to the free agent.

5. In an ATM, which makes multiple transactions available to a customer, the improvement comprising:

a) means for identifying a transaction currently undertaken by a customer;

b) table means which is changed by software at predetermined times and for associating a telephone number with each available transaction; and

c) means for changing said telephone numbers.

6. In an ATM, which makes multiple transactions available to a customer, the improvement comprising:

a) means for identifying a transaction currently undertaken by a customer;

b) table means which is changed by instructions received on a telephone channel from a remote location and for associating a telephone number with each available transaction; and

c) means for changing said telephone numbers.