Automated patching between ATM and consultant
First Claim
Patent Images
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 fori) identifying the transaction, without intervention of the customer,ii) selecting a consultant who is expert in the type of transaction identified, andiii) establishing a video conference with the selected consultant.
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Accused Products
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.
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Citations
6 Claims
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1. In an ATM which allows a customer to undertake multiple, different transactions, the improvement comprising:
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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.
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2. A communication system comprising:
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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.
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3. A communication system, comprising:
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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.
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4. A system, comprising:
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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.
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5. In an ATM, which makes multiple transactions available to a customer, the improvement comprising:
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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.
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6. In an ATM, which makes multiple transactions available to a customer, the improvement comprising:
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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.
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Specification