Analysis of self-service terminal operational data

• US 8,738,973 B1
• Filed: 06/15/2009
• Issued: 05/27/2014
• Est. Priority Date: 04/30/2009
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Vannatter, Timothy B., Fitzgerald, Richard L., Crowley, Stephen R.
• Primary Examiner(s): TRUONG, LOAN
• Application Number:
  US12/484,458
• Time in Patent Office: 1,807 Days
• Field of Search: 714/48, 714/57, 714/47.1
• US Class Current: 714/48
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 20/1085 involving automatic teller machines [ATMs]
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G07F 19/209 Monitoring, auditing or diagnose of functioning of ATMs

Abstract

Apparatus and methods for remotely managing a self-service terminal. The apparatus and methods may involve a receiver module configured to receive an input from a self-service device, a computational module and a transmission module. The input may include information regarding a fault-related event. The computational module may determine whether an index corresponding to the fault-related event exceeds a predetermined threshold based on fault-related events. The transmission module may send an electronic notification of a possible self-service device operational failure if the index exceeds the predetermined threshold.

Claims

1. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for remotely managing an electronic self-service device, the method comprising:

receiving an input from the self service device, the input including information regarding a self-service device component fault-related event, the information including a length of time between a receipt, by the self-service device component, of a customer request and a response, by the self-service device component, that fulfills the customer request, said input being generated by a predictive self-monitoring subroutine;

determining whether an index corresponding to a change in a rate of occurrence of the fault-related event exceeds a predetermined threshold change in a rate of occurrence of fault-related events, wherein the threshold change forms a part of the predictive self-monitoring subroutine; and

if the index exceeds the predetermined threshold, sending an electronic notification of a possible self-service device operational failure.

2. The media of claim 1 wherein, in the method, the fault-related event is one of multiple fault-related events and the index corresponds to a change in a rate of occurrence of the fault-related events.

3. The media of claim 1 wherein, in the method, when the electronic self service device communicates electronically via a router having an identifier, the information includes the identifier.

4. The media of claim 1 wherein, in the method, when the electronic self service device component has an identifier, the information includes the identifier.

5. The media of claim 1 wherein, in the method:

the input includes a fault ticket based on the information; and

the fault ticket identifies all fault-related events that occurred subsequent to the communication of a previous fault ticket.

11. The media of claim 1 wherein, in the method:

the customer request corresponds to a customer request to dispense bills; and

the response corresponds to the dispensing of the bills.

6. A method for remotely managing an electronic self-service device, the method comprising:

using an electronic receiver module, receiving electronic data from the self-service device, the electronic data including information regarding a self-service device component fault-related event, the information including a length of time between a receipt, by the self-service device component, of a customer request and a response, by the self-service device component, that fulfills the customer request, wherein the electronic data being generated in response to a predictive monitoring algorithm;

using an electronic computational module, determining whether an index corresponding to a change in a rate of occurrence of the fault-related event exceeds a predetermined threshold change in a rate of occurrence of fault-related events, wherein the threshold change forms a part of the predictive self-monitoring subroutine; and

if the index exceeds the predetermined threshold, using an electronic transmitter to send an electronic notification of a possible self-service device operational failure.

7. The method of claim 6 wherein the fault-related event is one of multiple fault-related events and the index corresponds to a change in a rate of occurrence of the fault-related events.

8. The method of claim 6 wherein, when the electronic self service device communicates electronically via a router having an identifier, the information includes the identifier.

9. The method of claim 6 wherein, when the electronic self service device component has an identifier, the information includes the identifier.

10. The method of claim 6 wherein the input includes information regarding multiple fault-related events that occurred during a time interval.

12. The method of claim 6 wherein:

the customer request corresponds to a customer request to dispense bills; and

the response corresponds to the dispensing of the bills.