Business service platform, network, and system

• US 6,341,272 B1
• Filed: 04/12/1999
• Issued: 01/22/2002
• Est. Priority Date: 03/08/1995
• Status: Expired due to Term

• Current Assignee: DataTreasury Corporation
• Original Assignee: Huntington Bancshares Incorporated
• Inventors: Randle, William M.
• Primary Examiner(s): Peeso, Thomas R.
• Application Number:
  US09/291,137
• Time in Patent Office: 1,016 Days
• Field of Search: 705/26, 705/27, 705/30, 705/37, 705/34, 705/35, 705/39, 705/40
• US Class Current: 705/40
• CPC Class Codes: G06Q 20/00 Payment architectures, schemes or protocols apparatus for performing or posting payment transactions G07F7/08, G07F19/00; electronic cash registers G07G1/12
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 20/102 Bill distribution or payments
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• 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 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: G06Q 40/12 Accounting
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: G07F 19/211 Software architecture within ATMs or in relation to the ATM network
• CPC Class Codes: H04N 7/142 Constructional details of the terminal equipment, e.g. arrangements of the camera and the display

Abstract

A service platform is provided that enables access and control by a customer at a remote location of information, products, and services maintained by a business at a central location through an access gateway and provides an access gateway from the business to information, products, and services of providers not otherwise related to the business.

Claims

1. A service platform that enables access by a customer at a remote location to information, products, and services of a business accessible through a central information processor and to a customer service representative by a video connection through a network communication link comprising:

a central information processor at a central location, said processor including data storage files relating to customers and accounts as the business maintains these files in the ordinary course and categories of information, products, and services conventionally offered by the business;

an access gateway interconnected to said central information processor;

a client server operatively interconnected to communicate with a customer operable transceiver at a remote location, said client server enabling live video from the business to the customer substantially simultaneously with real-time data transmission between the customer operable transceiver and said central information processor through said client server, said client server processing communications to and from the customer operable transceiver, and enabling the customer using the transceiver to access and control items in, and perform transactions with respect to, information, products, and services of the business in said data storage files of said central information processor, and in which said client server is interconnected with a plurality of customer service stations capable of interconnection with the customer operable transceiver in response to a request for video connection received from the customer operable transceiver, said client server monitoring each of said customer service stations with regard to whether said customer service stations are connected with a customer operable transceiver and whether the customer service representatives at the customer service stations are available, the client server, upon receipt of the video connection request from the customer operable transceiver processes the requests received, dependent upon the availability of a customer service representative from among the plurality, according to a sequence of (a) direct connection to an available customer service representative and (b) hold, (c) queue and (d) transfer to a next available customer service representative whereby upon the customer service representative'"'"'s receipt of a signal processed by said client server, the customer service representative initiates a video connection with the customer.

2. The service platform of claim 1 including fault-tolerant back-up resulting in synchronous operation of the central information processor and back-up with respect to a transaction or communication to or from the customer.

3. The service platform of claim 1 wherein said customer operable transceiver is one of the group consisting of a telephone, smart telephone, computer, ATM, point of sale terminal, interactive television, video machine, video phone, TDD device, kiosk, and other data input/output devices.

4. The service platform of claim 1 further including security means preventing unauthorized access to said service platform from said customer operable transceiver.

5. The service platform of claim 2 further including an encryption means controlling access with respect to the platforms at one or more of the relationships between the transceiver, the client server, the central information processor, the gateway, and third party providers and sub-providers.

6. The service platform of claim 1 wherein said access gateway provides communication with other providers of information, products, and services with which the customer may place an order or initiate a transaction, said access gateway being controlled by the business.

7. The service platform of claim 1 wherein said client server includes the capability to serve a plurality of customers simultaneously.

8. The service platform of claim 1 wherein said client server enables live video-conferencing between the business and a customer simultaneously with real-time data transmission via said customer operable transceiver, said client server and said central information processor.

9. The service platform of claim 1 wherein new services are downloadable from said client server to said customer operable transceiver.

10. The service platform of claim 1 wherein new services can be created and changed on-line.

11. The service platform of claim 1 further including a real-time resource consumption indicator for real-time billing for products and services provided.

12. The service platform of claim 6 wherein the information, products, and services accessible through the access gateway include means whereby the cost of an order or transaction placed by a customer is charged to an account at the business.

13. The service platform of claim 12 including information, products, and services accessible through the gateway and further including means interconnected with the central information processor whereby the cost of an order or transaction placed by a customer is charged to a customer'"'"'s account at the business.

14. The service platform of claim 1 further comprising a communications controller interconnected to said client server and said transceiver to route communications between said transceiver and said client server.

15. The service platform of claim 1 wherein each of said customer service stations comprises a video camera, a video screen, receiving means for receiving customer input transmitted from a customer operable transceiver at a remote location through said access gateway, video connection means for establishing a video connection with said customer through said access gateway, communication means for allowing data communication between said customer service station and said transceiver regarding customer accounts and products and information, said customer service station being interconnected with said client server.

16. The service platform of claim 15 wherein said customer operable transceiver comprises a video camera, a video screen, receiving means for receiving customer service representative input transmitted from customer service station through said access gateway, video connection means for establishing a video connection with said customer service station through said access gateway, and communication means for allowing data communication between said customer service station and said transceiver regarding customer accounts and products and information.

17. The service platform of claim 1 wherein said access gateway provides access to a global computer network.

18. The service platform of claim 1 wherein said access gateway provides access to a proprietary computer network.

19. The service platform of claim 1 wherein the real-time data transmission between the customer operable transceiver and said central information processor through said client server proceeds through telephone lines.

20. A service platform that enables access by a business customer at a remote location to information, products, and services maintained by a business at a central location and to information, products, and services of other providers accessible through the business, said service platform comprising:

a central information processor at the central location of the business, said processor including data storage files relating to business customers and accounts as the business maintains these files in the ordinary course and categories of information, products, and services conventionally offered by the business;

a branded access gateway interconnected to the central information processor providing communication with other providers of information, products, and services with which a business customer may initiate a transaction, the branded access gateway being controlled by the business and having characteristics uniquely associated with the business;

a client server operatively interconnected to communicate with customer operable transceivers at remote locations, said client server enabling live video-conferencing between the business and a customer substantially simultaneously with real-time data transmission between said customer operable transceiver and said central information processor through said client server, said client server processing communications to and from said customer operable transceivers, and enabling a customer using the transceiver to access and control items in, and perform transactions with respect to, information, products, and services of the business in the data storage files of the central information processor and to access the information, products, and services of other providers that are accessible through the branded gateway from said central information processor and to initiate transactions therewith.

21. The service platform of claim 20 wherein said transceiver is one of the group consisting of a telephone, smart telephone, computer, ATM, point of sale terminal, interactive television, video business machine, video phone, TDD apparatus, and other data input/output apparatuses.

22. The service platform of claim 20 further including security means preventing unauthorized access to said service platform from said customer operable transceiver.

23. The service platform of claim 21 farther including an encryption means controlling access with respect to the platforms at one or more of the relationships between the transceiver, the client server, the central information processor, the gateway, and third party providers and sub-providers.

25. The service platform of claim 20 wherein said client server includes the capability to serve a plurality of customers simultaneously.

26. The service platform of claim 20 wherein new services are downloadable from said client server to said customer operable transceiver.

27. The service platform of claim 20 wherein new services can be created and/or changed on-line.

28. The service platform of claim 20 further including a real-time resource consumption indicator for real-time billing to the business customer for the information, products, and services provided.

29. The service platform of claim 20 wherein the information, products, and services accessible through the branded access gateway include means whereby the cost of an order or transaction placed by a customer is charged to the customer'"'"'s account at the business.

31. The service platform of claim 20 further comprising a communications controller interconnected to said client server and said transceiver to route communications between said transceiver and said client server.

24. A service platform that enables access by a business customer at a remote location to information, products, and services maintained by a business at a central location and to information, products, and services of other providers accessible through the business, said service platform comprising:

a central information processor at the central location of the business, said processor including data storage files relating to business customers and accounts as the business maintains these files in the ordinary course and categories of information, products, and services conventionally offered by the business;

a branded access gateway interconnected to the central information processor providing communication with other providers of information, products, and services with which a business customer may initiate a transaction, the branded access gateway being controlled by the business and having characteristics uniquely associated with the business;

a client server operatively interconnected to communicate with customer operable transceivers at remote locations, said client server enabling live video-conferencing between the business and a customer substantially simultaneously with real-time data transmission between said customer operable transceiver and said central information processor through said client server, said client server processing communications to and from said customer operable transceivers, and enabling a customer using the transceiver to access and control items in, and perform transactions with respect to, information, products, and services of the business in the data storage files of the central information processor and to access the information, products, and services of other providers that are accessible through the branded gateway from said central information processor and to initiate transactions therewith

wherein categories of information, products, and services available to a business customer comprise one or more of the group consisting of order placement, transaction processing, balance inquiry, transaction information, funds transfer, bill payment, brokerage investment, brokerage information, loan applications, loan account review, commercial transactions, and the gateway connects to information, products, and services available from third parties.

30. The service platform of claim 24 including information, products, and services accessible through the branded access gateway and further including means interconnected with the central information processor whereby the cost of an order or transaction placed by a business customer is charged to a customer'"'"'s account at the business for payment.

32. A network service platform that enables access by a customer at a remote location to information, products, and services maintained by a business at a central location and to information, products, and services of other providers accessible through the network comprising:

a central information processor at the central location of the business, said processor including data storage file relating to business-customers and accounts as the business maintains these files in the ordinary course and categories of information, products, and services conventionally offered by the business;

a network processor interconnected to the central information processor at the business and providing a branded network access gateway for communication with other providers of information, products, and services with which a business customer may initiate a transaction;

the branded access gateway being controlled by the business and having characteristics uniquely associated with the business; and

,

a client server operatively interconnected to communicate with customer operable transceivers at remote locations, said client server enabling live video-conferencing between the business and a customer substantially simultaneously with real-time data transmission between said customer operable transceiver and said central information processor through said client server, said client server processing communications to and from said customer operable transceivers, and enabling a business customer using the transceiver to access and control items in, and perform transactions with respect to, information, products, and services of the business in the data storage files of the central information processor and to access the information, products, and services of other providers that are accessible through the network access gateway.

33. The network service platform of claim 32 including an interconnection between the central information processor at the business and the service provider processor for the network access gateway.

34. The network service platform of claim 32 further comprising a communications controller interconnected to said client server and said transceiver to route communications between said transceiver and said client server.

35. The network service platform of claim 32 wherein categories of information, products, and services available to a business customer comprise one or more of the group consisting of order placement, transaction processing, balance inquiry, transaction information, funds transfer, bill payment, brokerage investment, brokerage information, loan applications, loan account review, commercial transactions, and the gateway connects to information, products, and services available from third parties.

36. The network service platform of claim 35 including information, products, and services accessible through the gateway and further including means interconnected with the network service provider processor whereby the cost of an order or transaction placed by a customer is charged to a customers account at the business or another account.

37. The network service platform of claim 32 wherein said transceiver is one of the group consisting of a telephone, smart telephone, computer, ATM, point of sale terminal, interactive television, video machine, video phone, TDD apparatus, and other data input/output apparatuses.