Method for optimizing customer support in the activation of access control devices or payment devices

• US 9,473,636 B2
• Filed: 11/25/2015
• Issued: 10/18/2016
• Est. Priority Date: 11/28/2014
• Status: Active Grant

• Current Assignee: SKIDATA AG (Thales SA)
• Original Assignee: SKIDATA AG (Thales SA)
• Inventors: Lenzeder, Harald
• Primary Examiner(s): Tieu, Binh
• Application Number:
  US14/951,619
• Publication Number:
  US 20160156780A1
• Time in Patent Office: 328 Days
• Field of Search: 379/93.17, 379/93.21, 379/93.23, 379/100.05, 379/100.06, 379/100.09, 379/100.14, 379/102.01, 379/102.02, 379/102.07, 379/167.01, 379/167.03, 379/167.04, 379/167.05, 379/167.07, 379/167.12, 379/167.14
• US Class Current: 1/1
• CPC Class Codes: G06Q 20/40145 Biometric identity checks
• CPC Class Codes: G07C 2209/08 With time considerations, e.g. temporary activation, valid time window or time limitations
• CPC Class Codes: G07C 9/00 Individual registration on entry or exit
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: H04M 11/025 Door telephones adapted for television H04N7/186
• CPC Class Codes: H04M 15/68 Payment of value-added services
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• 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

A method for optimizing customer support during the activation of an access control device or payment device of an access control system includes starting a pre-set timer when the access control or payment device is activated, and automatically establishing a communication between the customer and the staff support personnel over an intercom system or a video intercom system and activating a video connection whenever the pre-set timer expires and (1) the customer is still standing in front of the access control or payment device, (2) the customer'"'"'s vehicle is still located in front of the access control or payment device, (3) the customer is still operating the device before completion of the transaction or interaction that was initiated when the timer was started, or (4) an n-times repetition of operator errors occurs in the operation of the access control or payment device where n is a pre-specified natural number ≧2. The video connection and a display device indicates to the staff personnel whether and how the customer is operating the access control device or payment device.

Claims

1. A method for optimizing customer support during a customer activation of an access control device or a payment device of an access control system, said method comprising the steps of:

(a) starting a pre-set timer when said access control device or payment device is activated by a customer;

(b) if the pre-set time of the timer expires when the customer is still standing in front of said access control device or payment device, or a vehicle of the customer is still positioned in front of the device, or the customer is still in a process of operating the device prior to completion of a transaction or interaction between the customer and the device that was initiated when the timer was started, automatically establishing a communication link between the customer and staff support personnel over an audio intercom or a video intercom;

(c) activating a video connection that indicates to the support personnel via a video camera and a display device whether and how the customer is operating the device; and

(d) automatically establishing the communication and activating the video connection if an n-times repetition of operator errors occurs in the operation of the access control or payment device, where n is a pre-specified natural number ≧

2.

2. The method for optimizing customer support during a customer activation of an access control device or a payment device of an access control system according to claim 1, wherein the presence of the customer in front of the access control or payment device is detected by at least one sensor.

3. The method for optimizing customer support during a customer activation of an access control device or a payment device of an access control system according to claim 2, wherein said sensor is selected from the group consisting of a light barrier, a thermal camera, a radar sensor and a weight sensor.

4. The method for optimizing customer support during a customer activation of an access control device or a payment device of an access control system according to claim 2, wherein said sensor is an induction loop for vehicle identification.

5. The method for optimizing customer support during a customer activation of an access control device or a payment device of an access control system according to claim 1, further comprising, as a customer support measure, remotely controlling of the access control or payment device to complete the procedure requested by the customer, in a manner which enables the requested operation to be visibly completed for the customer upon expiry of the timer.

6. A method for optimizing customer support during a customer activation of an access control device or a payment device of an access control system said method co sin the steps of:

(a) starting a pre-set timer when said access control device or payment device is activated by a customer;

(b) if the pre-set time of the timer expires when the customer is still standing in front of said access control device or payment device, or a vehicle of the customer is still ositioned in front of the device, or the customer is still in a process of operating the device prior to completion of a transaction or interaction between the customer and the device that was initiated when the timer was started, automatically establishing a communication link between the customer and staff support personal over an audio intercom or a video intercom;

(c) activating a video connection that indicates to the support personnel via a video camera and a d device whether and how the customer is operating the device; and

(d) conducting automatic face recognition, by means of at least one camera and evaluation electronics, in order to ensure that the customer who initiated a transaction or interaction at the beginning of the start of the pre-set timer is also the person who is standing at the access control or payment device or is located in a vehicle in front of the access control or payment device after the expiry of the timer.