Patent ID: 9460460
Filing Date: 2016-10-04
CPC Classification: G06Q

Claim Text:
1. A method for providing automated customer assistance, the method implements as executable instructions and reside in a non-transitory computer-readable storage medium, the instructions executed by one or more hardware processors of a hardware device, the method comprising: processing, by the hardware device, as a transparent proxy to a host system while at the same time processing, by the hardware device, as a forward proxy to a Self-Service Terminal (SST); receiving, by the hardware device, information related to a communication session between a customer at the SST and the host system, wherein receiving further includes creating a first Secure Socket Layer (SSL) connection between the hardware device and the SST and a second SSL connection between the hardware device and the host system for monitoring the communication session occurring between the customer operating the SST and the host system; and evaluating, by the device, automated policies in view of the information to determine when the customer is likely to be in need of assistance during the communication session for purposes of providing the customer with the automated customer assistance by linking specific states of the communication session to the automated policies and based at least in part on the information being relevant to: a denied transaction request received at the SST from the host system or a request made by the customer for assistance while operating the SST.