Videoconferencing with a customer device

In an example embodiment, there is described herein an automated banking machine with a user interface that enables a customer perform a financial transaction. The automated banking machine also comprises a first interface for communicating with a remote service provide and a second interface that can communicate with a customer service device. Upon receiving an input from the customer requesting assistance, the automated banking machine establishes a communication link between the remote service provider and the customer device. The communication link enables audio, video, or a combination of audio and video data to be sent between the customer device and the remote service provider.

TECHNICAL FIELD

This disclosure relates to automated banking machines.

BACKGROUND

Automated banking machines are employed to allow a customer to conduct financial transactions, such as deposits and withdrawals, without having to visit a bank teller. A convenience provided by automated banking machines is that they allow customers to perform financial transactions outside of normal banking hours. The types of banking transactions a customer can carry out are determined by the capabilities of the particular banking machine and the programming of the institution operating the machine. A common type of automated banking machine used by consumers is an automated teller machine (or “ATM”) which enables customers to carry out banking transactions.

Other types of automated banking machines may be operated by merchants to carry out commercial transactions. These transactions may include, for example, the acceptance of deposit bags, the receipt of checks or other financial instruments, the dispensing of rolled coin, or other transactions required by merchants. Still other types of automated banking machines may be used by service providers in a transaction environment such as at a bank to carry out financial transactions. Such transactions may include for example, the counting and storage of currency notes or other financial instrument sheets, the dispensing of notes or other sheets, the imaging of checks or other financial instruments, and other types of service provider transactions. For purposes of this disclosure an automated banking machine, automated teller machine (ATM), or automated transaction machine shall be deemed to include any machine that may be used to automatically carry out transactions involving transfers of value.

OVERVIEW OF EXAMPLE EMBODIMENTS

In an example embodiment, there is described herein an automated banking machine with a user interface that enables a customer to perform a financial transaction. The automated banking machine also comprises a first interface for communicating with a remote service provider and a second interface that can communicate with a customer service device. Upon receiving an input from the customer requesting assistance, the automated banking machine establishes a communication link between the remote service provider and the customer device. The communication link enables audio, video, or a combination of audio and video data to be sent between the customer device and the remote service provider.

In accordance with an example embodiment, there is disclosed herein, a non-transitory, tangible computer readable medium of instructions with instructions encoded thereon for execution by a processor, and when executed operable to provide a user interface enabling a customer to provide data to perform a financial transaction and dispense funds via a transaction function device. Upon receiving an input requesting help from a customer service representative, the instructions are operable to establish a communication link between a customer service representative disposed on a first network with a customer device associated with the customer on a second network. The communication link enables one of a group consisting of audio, visual, and audiovisual communication between the customer and the customer service representative.

In accordance with an example embodiment, there is disclosed herein a method that comprises obtaining data representative of a customer at an automated banking machine for performing a financial transaction. Upon receiving a request to communicate with a representative, the request comprising data representative of a customer device associated with the customer, a communication link is established between the customer device and a remote station associated with a representative responsive to the input. The communication link provides data to the customer service device that comprises either audio, video, or both audio and video data to the customer service device.

DESCRIPTION OF EXAMPLE EMBODIMENTS

This description provides examples not intended to limit the scope of the appended claims. The figures generally indicate the features of the examples, where it is understood and appreciated that like reference numerals are used to refer to like elements. Reference in the specification to “one embodiment” or “an embodiment” or “an example embodiment” means that a particular feature, structure, or characteristic described is included in at least one embodiment described herein and does not imply that the feature, structure, or characteristic is present in all embodiments described herein.

Described in example embodiments herein are automated banking machines that allow users to perform financial transactions. The users can request a videoconference employing their user device, for example a mobile device such as a Smartphone, tablet computer, or laptop computer. Although the example embodiments described herein employ an automated teller machine (“ATM”), those skilled in the art should readily appreciate that the example embodiments herein can be employed with any suitable type of automated banking machine, therefore, the principles of the example embodiments described herein should not be construed as being limited to ATMs.

FIG. 1is a block diagram illustrating an example of an automated banking machine, such as an ATM,100that allows a customer using a customer device118to videoconference with a remote service provider114As those skilled in the art can readily appreciate, the customer device118may be any suitable device such as a Smartphone, laptop, tablet computer, or other portable computing platform capable of interacting with the ATM100.

The ATM100comprises a user interface (ATM UI)104that allows the customer to perform financial transactions. As will be described in more detail herein, the user interface may comprise one or any combination of two or more of a display, wireless transceiver (receiver and transmitter), card reader, touch screen, personal identification number (PIN) pad, encrypting PIN pad (EPP), audio (e.g., voice command) or video (e.g. gestures) input devices, keypad, optical scanner etc.

The ATM100further comprises a transaction function device102. The transaction function device102may be any suitable device or combination of two or more devices for performing financial transactions. Some examples of transaction function devices include, but are not limited to a cash dispenser, a cash acceptor, a cash recycler, check dispenser, a printer (e.g., receipt, check, or other financial document), or a deposit device such as a check acceptor.

In the example illustrated inFIG. 1, the ATM100further comprises a first interface112for communicating with a remote service provider114(e.g., a remote teller or customer service representative) on a first communication link122and a second interface114for communicating with a customer device118on a second communication link120. The first and second communication links122,120may be wireless links, wired links, or a combination of wired and wireless links.

A controller110is coupled with the user interface104, the transaction function device102, the first interface112, and the second interface116. The controller110comprises logic that is operable to perform financial transactions employing the transaction function device102based on data obtained via the user interface104. “Logic”, as used herein, includes but is not limited to hardware, firmware, software and/or combinations of each to perform a function(s) or an action(s), and/or to cause a function or action from another component. For example, based on a desired application or need, logic may include a software controlled microprocessor, discrete logic such as an application specific integrated circuit (ASIC), a programmable/programmed logic device, memory device containing instructions, or the like, or combinational logic embodied in hardware. Logic may also be fully embodied as software that performs the desired functionality when executed by a processor.

In an example embodiment, the controller110is operable to establish a communication link that comprises communication links120,122between the customer device118and the remote service provider responsive to an input received from the customer. For example, the customer may select an option that is displayed on the user interface104. As another example, the customer may employ an application on the customer device118to request help from a customer service representative or other person. The communication link between the remote service provider114and customer device118allows a customer to employ the customer device118to communicate with a remote service provider114while the customer is conducting a financial transaction. As will be described herein, the controller110may selectively provide audio, video, or data representative of an interface for performing the transaction to the customer device118or the ATM user interface104. The interface for performing the transaction can provide prompts to the user for conducting the transaction. For example the interface for performing the transaction may include a visual interface (e.g., a menu or other prompts are provided on a display for a user to conduct the transaction) or an audio interface that can allow the user to hear prompts and in particular embodiments, provide voice commands.

In an example embodiment, the controller110provides audio and video on data communication link120to the customer device118so that the videoconference is conducted on the user device118. In particular embodiments, the ATM User Interface inputs and outputs can be redirected to the user device118.

FIG. 2is a block diagram illustrating an example of where audio component of the videoconference202and video component of the videoconference204, and an interface for performing the transaction206are provided by the customer device118. The controller110provides the data for the audio component of the videoconference202, the video component of the videoconference, and data representative of an interface (e.g., menus, prompts) for conducting the transaction across link120to the customer device118. In particular embodiments, no interface for performing the transaction is provided on the ATM user interface104(e.g., the display may be blanked and/or no audio signals are output by the ATM100).

The example embodiment illustrated inFIG. 2can aid a handicapped user who may be unable to reach all or a portion of the ATM user interface104. The remote service provider114may be able to provide the inputs to the ATM user interface104for the customer or provide highlights on the ATM user interface104for the transaction to show the customer how to conduct the transaction.

This embodiment may also be useful for a user of an ATM where the user interface does not include traditional devices such as a keypad, card reader, or display. An example of such an ATM is the Irving Concept being developed by Diebold, the applicant of this application, which employs an application on a user device (e.g., customer device118) for setting up a transaction, and then the user taps a near field communication (NFC) interface (not shown, see e.g.,FIG. 10) to perform the transaction. For example, if a user is having problems operating the ATM100, an interface for conducting the transaction206may be provided by the application on the customer device118. The user can request a videoconference, and the audio component of the videoconference202and the video component of the videoconference204can also be provided on the customer device118. In particular embodiments, the remote service provider114may be able to operate, or provide highlights or other inputs on the interface for conducting the transaction206to aid a customer in performing a transaction.

FIG. 3is a block diagram illustrating an example embodiment where audio component of the videoconference202and video component of the videoconference204are provided through the customer device118while the ATM user interface104is employed for conducting the transaction. This can allow a customer to perform the transaction on the ATM while conducting the videoconference on the customer device118.

FIG. 4illustrates an example where the audio component of the videoconference202is provided by the customer device118. The video component of the videoconference204, and interface for conducting the representation are provided on the ATM user interface104.

FIGS. 5-7illustrate examples where the customer deice206is coupled with a remote audio device402, such as, for example a BLUETOOTH headset. InFIG. 6the video component of the videoconference204and a representation of the user interface for conducting the transaction206are provided by the customer device118, and the audio component of the video conference202is provided by the audio device402coupled with the customer device118. InFIG. 7the interface for conducting the transaction206is provided by the ATM user interface104, the video component of the videoconference204is provided on the customer device118while the audio component of the videoconference202is provided by the audio device402associated with the customer device118,

FIG. 8illustrates an example embodiment where the audio component of the videoconference202, the video component of the videoconference204, and the representation of the user interface for performing the transaction206are provided by the ATM user interface104. However, the videoconference may be initiated by the customer device.118. For example, when requesting a videoconference, the customer may be provided with prompts to indicate where the customer would like to receive the audio, video, and interface for conducting the transaction. The inputs/outputs may then be selectively provided based on the customer's responses.

FIG. 9is a block diagram illustrating an example of an option for initiating a video conference with a remote service provider114. In this example, the controller provides a visual indicia902on the representation of the user interface for the transaction206(which may be displayed on either the ATM UI104or on the customer device118) to enable the customer device to establish a communication link between the customer device and the controller. Upon requesting a videoconference or assistance from the remote service provider114, the customer may be instructed to scan a barcode, such as a QR code with the customer device118as indicated by1002inFIG. 10or to tap the customer device118on the NFC interface as indicated by1004inFIG. 10. The QR code or the NFC interface may provide the customer device118with data for communicating with the controller110, so that the customer device118can communicate with the controller110and the controller110can setup the communication link between the customer device118and the remote service provider114. Alternatively, a QR code and/or the NFC interface may be provided on the ATM user interface104to enable the customer to initiate the videoconference with the remote service provider114without having to first select the visual indicia902illustrated inFIG. 9.

FIG. 11is a block diagram illustrating an example of an automated banking machine100, such as an automated teller machine or “ATM”. The automated banking machine100comprises a transaction function device102a user interface104, and a controller110. The user interface104comprises an input device106and an output device108.

FIG. 12is a block diagram illustrating an example of an automated banking machine200where the controller110is located remotely. In particular embodiments, the controller110may control the operation of a plurality of automated banking machines100.

FIG. 13is block diagram illustrating examples of transaction function devices102for an automated banking machine100. The example embodiments described herein may comprise any one, or combination of two or more of a cash dispenser102A, a cash acceptor102B, a check acceptor102C, a cash recycler102D, or any other suitable type of transaction function device such as a deposit device or a dispenser102E. Examples of other types of transaction function devices include, but are not limited to, a receipt printer, a check printer, a money order printer, or any type of negotiable instrument printer.

FIG. 14is block diagram illustrating examples of input devices106for an automated banking machine100. The example embodiments described herein may comprise any one, or combination of two or more of a card reader106A, a keypad106B, a wireless device106(the wireless device106C may suitably comprise a transceiver suitable to receive any suitable type of wireless protocol, including but not limited to WIFI, BLUETOOTH, Near Field Communication (“NFC”), or multiple transceivers that may be suitable with any combination of the aforementioned protocols), an optical scanner106D (for example in particular embodiments the optical scanner106D may be a bar code scanner that can read a barcode, such as a Quick Response Code (QR CODE), a check reader, or both (and a touch screen input106E. Other embodiments may include other types of input devices such as a biometric input device106F.

FIG. 15is block diagram illustrating examples of output devices108for an automated banking machine100. The example embodiments described herein may comprise any one, or combination of two or more of a display108A (in particular embodiments, the display108A may be coupled with a touch screen input106E (FIG. 14), a receipt printer108B, an Audio device108C (in particular embodiments, the audio device108C may include a jack (not shown) enabling a user to plug in headphones, and a wireless device108D (the wireless device108C may suitably comprise a transceiver suitable to transmit data via any suitable type of wireless protocol, including but not limited to WIFI, BLUETOOTH, NFC, or multiple transceivers that may be suitable with any combination of the aforementioned protocols).

FIG. 16is a block diagram that illustrates a computer system1600upon which an example embodiment may be implemented. For example, computer system1600may be employed to implement the controller110(FIGS. 1, 11, 12)

Computer system1600includes a bus1602or other communication mechanism for communicating information and a processor1604coupled with bus1602for processing information. Computer system1600also includes a main memory1606, such as random access memory (RAM) or other dynamic storage device coupled to bus1602for storing information and instructions to be executed by processor1604. Main memory1606also may be used for storing a temporary variable or other intermediate information during execution of instructions to be executed by processor1604. Computer system1600further includes a read only memory (ROM)1608or other static storage device coupled to bus1602for storing static information and instructions for processor1604. A storage device1610, such as a magnetic disk or optical disk, is provided and coupled to bus1602for storing information and instructions.

Computer system1600may be coupled via bus1602to a display1612such as a cathode ray tube (CRT) or liquid crystal display (LCD), for displaying information to a computer user. An input device1614, such as a keyboard including alphanumeric and other keys is coupled to bus1602for communicating information and command selections to processor1604. Another type of user input device is cursor control1616, such as a mouse, a trackball, or cursor direction keys for communicating direction information and command selections to processor1604and for controlling cursor movement on display1612. This input device typically has two degrees of freedom in two axes, a first axis (e.g. x) and a second axis (e.g. y) that allows the device to specify positions in a plane.

Computer system1600also includes a communication interface1618coupled with bus1602. Communication interface1618provides a two-way data communication coupling computer system1600to a network link1620that is connected to a local network1622. For example, the remote service provider114may employ a host that is coupled with the local network1622.

Communication interface1618, may be a local area network (LAN) card to provide a data communication connection to a compatible LAN. As another example, communication interface1618may be an integrated services digital network (ISDN) card or a modem to provide a data communication connection to a corresponding type of telephone line. Wireless links may also be implemented. In any such implementation, communication interface1618sends and receives electrical, electromagnetic, or optical signals that carry digital data streams representing various types of information.

Computer system1600also include communication interface1628coupled with bus1602. Communication interface1628provides two way data communication coupling computer system with customer device118. Communication interface1628may suitably be any wired or wireless or a combination wired and wireless interface. This can allow customer device118to wirelessly communicate with customer interface1620or employ a wired interface that enables a user to employ a wired device (e.g., a plug, such as for example an Ethernet connector or a USB connector) to communicate with communication interface1628.

An aspect of the example embodiment is related to the use of computer system1600for videoconferencing with a customer device. For example data may be communicated between remote customer service provider114and customer device118via communication interfaces1618,1628respectively and bus1602. According to an example embodiment, videoconferencing with a customer device is provided by computer system1600in response to processor1604executing one or more sequences of one or more instructions contained in main memory1606. Such instructions may be read into main memory1606from another computer-readable medium, such as storage device1610. Execution of the sequence of instructions contained in main memory1606causes processor1604to perform the process steps described herein. One or more processors in a multi-processing arrangement may also be employed to execute the sequences of instructions contained in main memory1606. In alternative embodiments, hard-wired circuitry may be used in place of or in combination with software instructions to implement an example embodiment. Thus, embodiments described herein are not limited to any specific combination of hardware circuitry and software.

The term “computer-readable medium” as used herein refers to any medium that participates in providing instructions to processor1604for execution. Such a medium may take many forms, including but not limited to non-volatile media. Non-volatile media include for example optical or magnetic disks, such as storage device1610. Common forms of computer-readable media include for example floppy disk, a flexible disk, hard disk, magnetic cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, an EPROM, a FLASHPROM, CD, DVD or any other memory chip or cartridge, or any other medium from which a computer can read.

Various forms of computer-readable media may be involved in carrying one or more sequences of one or more instructions to processor1604for execution. For example, the instructions may initially be borne on a magnetic disk of a remote computer. The remote computer can load the instructions into its dynamic memory and send the instructions over a telephone line using a modem. A modem local to computer system1600can receive the data on the telephone line and use an infrared transmitter to convert the data to an infrared signal. An infrared detector coupled to bus1602can receive the data carried in the infrared signal and place the data on bus1602. Bus1602carries the data to main memory1606from which processor1604retrieves and executes the instructions. The instructions received by main memory1606may optionally be stored on storage device1610either before or after execution by processor1604.

In view of the foregoing structural and functional features described above, a methodology1700in accordance with an example embodiment will be better appreciated with reference toFIG. 1700. While, for purposes of simplicity of explanation, the methodology ofFIG. 1700is shown and described as executing serially, it is to be understood and appreciated that the example embodiment described herein is not limited by the illustrated order, as some aspects could occur in different orders and/or concurrently with other aspects from that shown and described herein. Moreover, not all illustrated features may be required to implement a methodology in accordance with an example embodiment. The methodology1700described herein is suitably adapted to be implemented in hardware, software when executed by a processor, or a combination thereof.

At1702, a request is received for a videoconference. The request may be received from a customer who is authenticated with the banking machine (for example via data obtained from a card reader and PIN pad, or from a wireless interface, such as a NFC interface). In particular embodiments, the customer may initiate a videoconference without authenticating with the automated banking machine. In an example embodiment, the customer can request the videoconference be conducted on their mobile device.

For example, the ATM may provide an input allowing a customer to request a videoconference. For example, a button may be provided on a keypad, an icon on a touch screen, or any other suitable method. In an example embodiment, the customer may employ an application on the customer device and have the request wirelessly transmitted to the ATM (for example via a NFC or BLUETOOTH interface).

At1704, a link coupling a customer device with a remote service provider is established. In an example embodiment, separate links may be established with the remote service provider and the customer device. The automated banking machine may provide data to the customer device for establishing the link. For example, a QR code may be employed which the customer device can scan and obtain keying material or other parameters for a secure session. In another embodiment, a NFC interface may be employed. For example, when the customer device is in data communication with a NFC interface, keying material or other parameters for establishing the link may be exchanged via the NFC interface. The resulting connection may employ another type of wireless link, e.g., optical, BLUETOOTH, or any other suitable wireless protocol. In yet another embodiment, the customer device may be coupled with the ATM machine via a wired interface. For example, an Ethernet coupler or a Universal Serial Bus (USB) connector, RS232 or any other suitable type of wired device may be employed.

In an example embodiment, at1706, the source and destination for inputs/outputs for the videoconference, and optionally an interface for a transaction are determined. For example, the user may be prompted whether one, a combination, or all of video, audio, or the automated banking machine's interface should be provided to the customer device. For example, the customer may elect for the audio portion of the videoconference to be performed on the customer device while the video portion of the videoconference is performed on the automated banking machine's interface. As another example, the customer may elect to have the video, audio, and interface provided by the customer's device (and optionally elect to turn off the automated banking machine's user interface). However, those skilled in the art should readily appreciate that default settings may be employed which can be helpful where the user is unable select the destination for the input/outputs for the videoconference and optionally the

At1708, the videoconferencing session begins. The audio and video portions of the videoconference are directed as specified in1706. In an example embodiment, a default can be setup for the audio and optionally the interface for the transaction. For example, the videoconference can employ the user device while the automated banking machine's user interface is employed for providing an interface for conducting a transaction.

Described above are example embodiments. It is, of course, not possible to describe every conceivable combination of components or methodologies, but one of ordinary skill in the art will recognize that many further combinations and permutations of the example embodiments are possible. Accordingly, this application is intended to embrace all such alterations, modifications and variations that fall within the spirit and scope of the appended claims interpreted in accordance with the breadth to which they are fairly, legally and equitably entitled.