Video-assisted self-service transaction device

• US 8,941,709 B2
• Filed: 07/11/2012
• Issued: 01/27/2015
• Est. Priority Date: 07/11/2011
• Status: Active Grant

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Johnson, Tyler R., Willis, Therese H.
• Primary Examiner(s): Ramakrishnaiah, Melur
• Application Number:
  US13/546,680
• Publication Number:
  US 20130018788A1
• Time in Patent Office: 930 Days
• Field of Search: 348 1401- 1416, 705/43, 705/301
• US Class Current: 348/14.08
• CPC Class Codes: G06Q 20/18 involving self-service terminals [SST], vending machines, kiosks or multimedia terminals
• CPC Class Codes: G07F 19/201 Accessories of ATMs
• CPC Class Codes: H04N 7/141 between two video terminals, e.g. videophone telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085

Abstract

While performing or initiating a transaction with a self-service video transaction device, a user may interact with a video agent and a terminal associated therewith. An error may occur during the transaction. In response to detecting the error, video agent(s) having video or audio functionalities to service the error may be identified. Servicing the error may also be based on a length of a wait time to connect to an appropriate video agent. If the wait time exceeds a predetermined threshold, an error receipt identifying the error and other information may be printed by the self-service video transaction device. If the wait time does not exceed the predetermined threshold, a display device of the self-service video transaction device may display an option for the user to connect to the video agent terminal.

Claims

1. A method comprising:

during a transaction between a user and a self-service video transaction device, detecting, by a computing device, an error associated with the transaction;

in response to detecting the transaction error, identifying, by the computing device, a video agent terminal comprising video and audio functionalities to service the transaction error;

determining, by the computing device, whether a wait time for connection to the video agent terminal exceeds a predetermined threshold time;

if the wait time exceeds the predetermined threshold time, generating an error receipt comprising an identifier for the transaction error and contact information for resolution of the transaction error; and

sending an instruction to the self-service video transaction device to print the error receipt.

2. The method of claim 1, further comprising:

if the wait time does not exceed the predetermined threshold time, displaying, on a display device of the self-service video transaction device, an option to connect to the video agent terminal.

3. The method of claim 2, further comprising:

in response to receiving a selection of the option to connect to the video agent terminal, connecting the self-service video transaction device to the video agent terminal when the video agent terminal becomes available,

wherein the connection includes video and audio functionalities.

4. The method of claim 3, further comprising:

in response to receiving the selection of the option to connect to the video agent terminal, transmitting the transaction error identifier and an indication of the time of the transaction error to the video agent terminal.

5. The method of claim 1, wherein identifying the video agent terminal to service the transaction error includes:

retrieving profile information for a video agent associated with the video agent terminal;

comparing the transaction error identifier to the video agent'"'"'s profile information; and

in response to determining that the transaction error identifier matches the video agent'"'"'s profile information, identifying the video agent terminal to service the transaction error.

6. The method of claim 1, further comprising:

subsequent to determining that the wait time exceeds the predetermined threshold time, determining that the wait time has fallen below the predetermined threshold time during the transaction; and

in response to determining that the wait time has fallen below the predetermined threshold time during the transaction, displaying, on a display device of the self-service video transaction device, an option to connect to the video agent terminal.

7. The method of claim 1, wherein:

identifying the video agent terminal includes identifying a plurality of video agent terminals to service the transaction error, and

determining whether the wait time exceeds a predetermined threshold time includes determining whether the wait time for the next available agent of the plurality of video agents exceeds the predetermined threshold time.

8. A non-transitory computer readable medium storing computer-readable instructions that, when executed by a computing device, cause the computing device to:

during a transaction between a user and a self-service video transaction device, detect an error associated with the transaction;

in response to detecting the transaction error, identify a video agent terminal comprising video and audio functionalities to service the transaction error;

determine whether a wait time for connection to the video agent terminal exceeds a predetermined threshold time;

if the wait time exceeds the predetermined threshold time, generate an error receipt comprising an identifier for the transaction error and contact information for resolution of the transaction error; and

send an instruction to the self-service video transaction device to print the error receipt.

9. The non-transitory computer readable medium of claim 8, storing additional instructions that, when executed by the computing device, cause the computing device to:

if the wait time does not exceed the predetermined threshold time, cause a display device of the self-service video transaction device to display an option to connect to the video agent terminal.

10. The non-transitory computer readable medium of claim 9, storing additional instructions that, when executed by the computing device, cause the computing device to:

in response to receiving a selection of the option to connect to the video agent terminal, connect the self-service video transaction device to the video agent terminal when the video agent terminal becomes available,

wherein the connection includes video and audio functionalities.

11. The non-transitory computer readable medium of claim 10, storing additional instructions that, when executed by the computing device, cause the computing device to:

in response to receiving the selection of the option to connect to the video agent terminal, transmit the transaction error identifier and an indication of the time of the transaction error to the video agent terminal.

12. The non-transitory computer readable medium of claim 8, storing additional instructions that, when executed by the computing device, cause the computing device to:

retrieve profile information for a video agent associated with the video agent terminal;

compare the transaction error identifier to the video agent'"'"'s profile information; and

in response to determining that the transaction error identifier matches the video agent'"'"'s profile information, identify the video agent terminal to service the transaction error.

13. The non-transitory computer readable medium of claim 8, storing additional instructions that, when executed by the computing device, cause the computing device to:

subsequent to determining that the wait time exceeds the predetermined threshold time, determine that the wait time has fallen below the predetermined threshold time during the transaction; and

in response to determining that the wait time has fallen below the predetermined threshold time during the transaction, cause a display device of the self-service video transaction device to display an option to connect to the video agent terminal.

14. The non-transitory computer readable medium of claim 8, wherein:

identifying the video agent terminal includes identifying a plurality of video agent terminals to service the transaction error, and

determining whether the wait time exceeds a predetermined threshold time includes determining whether the wait time for the next available agent of the plurality of video agents exceeds the predetermined threshold time.

15. An apparatus comprising:

a processor; and

memory storing computer-readable instructions that, when executed by the processor, cause the apparatus to;

during a transaction between a user and a self-service video transaction device, detect an error associated with the transaction;

in response to detecting the transaction error, identify a video agent terminal comprising video and audio functionalities to service the transaction error;

determine whether a wait time for connection to the video agent terminal exceeds a predetermined threshold time;

if the wait time exceeds the predetermined threshold time, generate an error receipt comprising an identifier for the transaction error and contact information for resolution of the transaction error; and

send an instruction to the self-service video transaction device to print the error receipt.

16. The apparatus of claim 15, wherein the memory stores additional instructions that, when executed by the processor, cause the apparatus to:

if the wait time does not exceed the predetermined threshold time, cause a display device of the self-service video transaction device to display an option to connect to the video agent terminal.

17. The apparatus of claim 16, wherein the memory stores additional instructions that, when executed by the processor, cause the apparatus to:

in response to receiving a selection of the option to connect to the video agent terminal, connect the self-service video transaction device to the video agent terminal when the video agent terminal becomes available,

wherein the connection includes video and audio functionalities.

18. The apparatus of claim 17, wherein the memory stores additional instructions that, when executed by the processor, cause the apparatus to:

in response to receiving the selection of the option to connect to the video agent terminal, transmit the transaction error identifier and an indication of the time of the transaction error to the video agent terminal.

19. The apparatus of claim 15, wherein the memory stores additional instructions that, when executed by the processor, cause the apparatus to:

retrieve profile information for a video agent associated with the video agent terminal;

compare the transaction error identifier to the video agent'"'"'s profile information; and

in response to determining that the transaction error identifier matches the video agent'"'"'s profile information, identify the video agent terminal to service the transaction error.

20. The apparatus of claim 15, wherein the memory stores additional instructions that, when executed by the processor, cause the apparatus to:

subsequent to determining that the wait time exceeds the predetermined threshold time, determine that the wait time has fallen below the predetermined threshold time during the transaction; and

in response to determining that the wait time has fallen below the predetermined threshold time during the transaction, cause a display device of the self-service video transaction device to display an option to connect to the video agent terminal.