Personal banker customer management system providing interactive video communication in real time concerning banking information

• US 5,774,663 A
• Filed: 09/05/1995
• Issued: 06/30/1998
• Est. Priority Date: 09/05/1995
• Status: Expired due to Term

• Current Assignee: DataTreasury Corporation
• Original Assignee: Huntington Bancshares Incorporated
• Inventors: Voss, John, Randle, William M.
• Primary Examiner(s): Trammell, James P.
• Assistant Examiner(s): PEESO, THOMAS R
• Application Number:
  US08/523,692
• Time in Patent Office: 1,029 Days
• Field of Search: 364/514 A, 364/709.04, 235/379, 902/6, 902/8, 902/10, 902/22, 902/35, 902/39, 379/74, 379/158, 395/242, 395/227, 395/235, 395/239, 395/243, 395/200.34, 395/200.47
• US Class Current: 709/204
• CPC Class Codes: G06Q 20/18 involving self-service terminals [SST], vending machines, kiosks or multimedia terminals
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: H04N 7/142 Constructional details of the terminal equipment, e.g. arrangements of the camera and the display

Abstract

A system and process for providing financial services via video in real time to a customer at one of a plurality of remote locations from one of a plurality of personal bankers at a central location via a video self-service device.

Claims

1. A method for managing real time interaction between a bank customer at one of a plurality of kiosk locations and access from the kiosk to bank information files and one among a plurality of personal bankers stationed at a location remote from the kiosk in which the customer, at the customer'"'"'s discretion, may optionally request video access to a banker for a conversation, comprising:

providing a plurality of customer kiosks, each at a location remote from the bankers, and each kiosk having a video camera, a video screen, means for communicating with a bank central information processor regarding customer'"'"'s accounts and bank products and information, and means by which a customer can input choices regarding customer accounts and bank products and services and discretionarily register a request for video conversation to a banker;

connecting the means in the customer kiosk to a bank central information processor that contains information and data files regarding customer accounts and bank products and information, the connection allowing data communication between the kiosk and the central information processor in response to customer input at the kiosk;

providing a plurality of banker stations, each having a video camera, a video screen, means for receiving customer input transmitted from a kiosk, means for accessing information regarding customer'"'"'s accounts and bank products and information, and means by which a banker at the station can initiate a video connection for conversation with a customer at a kiosk;

connecting the banker stations to the bank central information processor that contains information and data files regarding customer accounts and bank products and information, the connection allowing data communication between the banker station and the central information processor;

connecting each of the kiosks and the banker stations to a central exchange that is capable of providing an interconnection between any one of the kiosks sending a request for video conversation and any one of the banker stations in response to a request received from a kiosk, the exchange monitoring each of the banker stations with regard to whether the station is connected with a kiosk and whether the banker at the station is available, the exchange, upon receipt of the conversation request from the kiosk, transmitting a signal from the kiosk to a signal distributor, the signal distributor processing the requests received, dependent upon the availability of a banker from among the plurality, according to a sequence of (a) direct connection to an available banker and (b) hold, (c) queue and (d) transfer to a next available banker, and identifying by a signal to the banker determined in the sequence process, the kiosk from which the request for video conversation with a banker was initiated; and

connecting the banker upon the banker'"'"'s receipt of the signal processed by the signal distributor, with the customer at the requesting kiosk through the video cameras and video screens at each location through an interconnection effected between the two at the central exchange whereby the banker initiates direct interactive video conversation with the customer at the kiosk requesting the conversation.

2. The method of claim 1 including a separate voice-only telephone line and a separate video line interconnecting the kiosks and the central exchange in which the customer'"'"'s request for a video connection to a banker is sent over a voice only telephone line.

3. The method of claim 1 in which the processing by the signal distributor after hold, queue and transfer to a next available banker additionally includes maintaining a back-up option comprising connecting the customer with a voice only banker if a video banker is not available within a predetermined period of time.

4. The method of claim 1 including a separate voice-only telephone line and a separate video line interconnecting the kiosks and the central exchange whereby the banker'"'"'s initiation of the direct interactive video communication with the customer at the requesting kiosk is sent over the video line.

5. The method of claim 1 wherein the customer can search for information regarding the customer'"'"'s account and bank services, products and information through a flow of screens displayed on the video screen of the customer kiosk.

6. The method of claim 5 whereby when the customer registers a request for a video connection to a banker, the image of information on the video screen of the customer kiosk at the time the request is sent is transmitted to and displayed on the video screen of the banker'"'"'s station when the video conversation between the banker and the customer at the kiosk is effected.

7. The method of claim 5 including displaying in each screen within the flow of screens a means for enabling the customer to register a request for video conversation with a banker.

8. The method of claim 1 further comprising the step of enabling the banker to display documents on the video screens of the customer kiosk and the banker'"'"'s terminal simultaneously.

9. The method of claim 8 wherein information in the documents displayed on the video screens can be added, deleted or modified by the customer at the kiosk and by the banker at the banker'"'"'s station, and the information added, deleted or modified is shown on the respective kiosk and banker video screens simultaneously.

10. The method of claim 8 further comprising the step of printing at least one of the group consisting of a document displayed on the video screens and the information about the bank'"'"'s services and products that are displayed on the video screens.

11. The method of claim 1 wherein the video screen of the customer kiosk displays a video of the banker on a portion of the video screen and displays information and data regarding the customer'"'"'s account and bank services, products and information on another portion of the video screen during the real time video conversation between the customer and the banker.

12. The method of claim 1 wherein the video screen of the banker'"'"'s station and the video screen of the kiosk respectively display a video of the customer and the banker on a portion or all of the video screen during the real time video conversation between the customer and the banker.

13. A system for managing real time interactive access by a bank customer at one of a plurality of kiosk locations to (a) information about customer accounts and bank products and services, and (b) two way video contact with one among a plurality of personal bankers stationed at a location remote from the kiosk in which, at the customer'"'"'s discretion at the kiosk, a video conversation with a banker may be requested, comprising:

a plurality of customer kiosks, each at a location remote from the bankers, and each having a video camera, a video screen, means for receiving customer input regarding customer'"'"'s accounts and bank products and information, and means by which a customer can input choices regarding customer accounts and bank products and services and optionally register a request for a video conversation with a banker;

means for connecting the customer kiosk to a bank central information processor that contains information and data files regarding customer accounts and bank products and services and for transmitting the customer'"'"'s input to the processor, the connection allowing data communication between the kiosk and the central information processor in response to customer input at the kiosk;

a plurality of banker stations, each having a video camera, a video screen, means for receiving customer input transmitted from a kiosk and means by which a banker at the station can initiate a video connection to a customer at a kiosk;

means for connecting the banker stations to the bank central information processor that contains information and data files regarding customer accounts and bank products and services, the connection allowing data communication between the banker station and the central information processor;

means for connecting each of the kiosks and each of the banker stations to a central exchange that is capable of selectively providing an interconnection between any one of the kiosks and any one of the banker stations;

means for allowing a customer at a kiosk to register a request for a video conversation with a banker, said means transmitting a signal to a signal distributor, the signal distributor including means for monitoring each of the banker stations with regard to whether the station is available for connection to a kiosk and further means for processing the requests received, dependent upon the availability of a banker from among the plurality, according to a sequence of direct connection to an available banker and hold, queue and transfer to a next available banker, and further means for identifying by a signal to the banker determined in the process of the distributor, the kiosk from which the customer'"'"'s request for video conversation was initiated; and

means for allowing a banker, upon a banker'"'"'s receipt of a signal processed by the signal distributor, to initiate direct interactive video communication with the customer at the requesting kiosk through the video cameras and video screens at each location through an interconnection effected between the two at the central exchange.

14. The system of claim 13 wherein the video screen of the banker'"'"'s station and the video screen of the customer kiosk respectively display a video of the customer and the banker on a portion or all of the video screen during the real time video conference between the customer and the banker.

15. The system of claim 13 wherein the video screen of the customer kiosk and the video screen of the banker'"'"'s station respectively display a video of the customer and the banker on a portion of the video screen and display information and data regarding the customer'"'"'s account and bank products and services on another portion of the video screens during the real time video conference between the customer and the banker.