Abstract:
A self-service terminal ( 12 ) is described. The terminal ( 12 ) may be an ATM, and has a user interface ( 30,34 ) comprising a synthetic character ( 84 ). The terminal ( 12 ) is coupled to a database ( 24 ) that includes information about users of the terminal ( 12 ). The terminal ( 12 ) is operable to present an adapted character to a user, where one or more aspects of the character ( 84 ) have been adapted to reflect changes in the user. A method of interacting with a user at a self-service terminal, and a self-service terminal system ( 10 ) are also described.

Description:
BACKGROUND OF THE INVENTION  
         [0001]    The present invention relates to a self-service terminal (SST), such as an automated teller machine (ATM). In particular, the invention relates to an ATM having a user interface including a synthetic character. The invention also relates to a synthetic character for a user interface of a computing device, such as an SST.  
           [0002]    As the functions and services provided by computing devices increase, it is becoming more common for synthetic characters, such as cartoons, animated objects, and such like, to be provided as part of a user interface to a computing device.  
           [0003]    Synthetic characters assist users by providing help that is tailored to the particular requirements and preferences of each user. However, once users become familiar with a particular user interface, a synthetic character may no longer be required to help the user. Furthermore, a user may tire of interacting with a synthetic character.  
           [0004]    Some computing devices allow a user to change the appearance or behavior of a synthetic character; however, this involves time and effort on the part of the user, and many users prefer to inactivate the synthetic character rather than update its behavior and/or appearance.  
         SUMMARY OF THE INVENTION  
         [0005]    It is among the objects of an embodiment of the present invention to obviate or mitigate the above disadvantages, or other disadvantages associated with prior art computing devices, such as SSTs.  
           [0006]    According to a first aspect of the invention there is provided a self-service terminal having a user interface comprising a synthetic character, where the terminal is coupled to a database including information about users of the terminal, characterized in that the terminal is operable to present an adapted character to a user, where one or more aspects of the character have been adapted to reflect changes in the user.  
           [0007]    The character&#39;s appearance may be adapted so that the character looks older or younger than previously; the character&#39;s appearance may be adapted to such an extent that the character&#39;s new visual appearance is radically different to the character&#39;s previous visual appearance. Thus, the character&#39;s appearance may change in an evolutionary manner (a large number of successive small changes) or in a revolutionary manner (a sudden large change).  
           [0008]    The character&#39;s voice may be adapted, for example, by lowering the tone of the character&#39;s voice.  
           [0009]    The character&#39;s vocabulary and/or diction and/or speech patterns may be adapted.  
           [0010]    The character&#39;s movement or other motor skills may be adapted.  
           [0011]    The personality adopted by the synthetic character may be adapted.  
           [0012]    One or more of the above aspects of the character, or some other aspect of the character, may be adapted. Thus, the character may change visually, audibly, or both visually and audibly.  
           [0013]    In a preferred embodiment, the character is adapted to the proficiency of the user, so that as a user becomes more proficient in using the terminal, the character offers more concise help to the user.  
           [0014]    Preferably, the database is a customer relationship management (CRM) database.  
           [0015]    The character may be adapted by the terminal. Alternatively, the character may be adapted by the database.  
           [0016]    By virtue of this aspect of the invention, a user is able to interact with a synthetic character that is automatically updated over time to adapt to the user&#39;s preferences, traits, interests, or such like; thereby reducing the possibility of the user becoming weary of the appearance or behavior of the synthetic character.  
           [0017]    According to a second aspect of the present invention there is provided a method of interacting with a user at a self-service terminal, the method comprising the steps of: identifying a user; identifying a synthetic character associated with the user; determining changes in the user&#39;s behavior; updating the synthetic character to reflect changes in the user&#39;s behavior; and presenting the synthetic character to the user to assist the user in conducting a transaction.  
           [0018]    Changes in the user&#39;s behavior may be inferred from changes in the user&#39;s buying habits (for example, the types of goods or services the user buys, the amount of money the user spends, and such like), age, interaction with the SST, and such like.  
           [0019]    According to a third aspect of the present invention there is provided a synthetic character for a user interface of a computing device, the synthetic character having an adaptable appearance or behavior, where the character is adapted to reflect changes in an associated user.  
           [0020]    According to a fourth aspect of the present invention there is provided a self-service terminal system comprising a plurality of self-service terminals having user interfaces including synthetic characters, a host for authorizing transactions executed by users at the self-service terminals, and a database for storing information about the users, where the system is operable to adapt one or more aspects of a synthetic character to reflect changes in an associated user, so that a user&#39;s synthetic character changes with the user over time.  
           [0021]    According to a fifth aspect of the invention there is provided a self-service terminal having a user interface comprising a synthetic character, where the terminal is coupled to a database including information about users of the terminal, characterized in that the terminal is operable to adapt one or more aspects of the character to reflect changes in the user, so that as a user changes over time, the synthetic character also changes.  
       
    
    
     BRIEF DESCRIPTION OF THE INVENTION  
       [0022]    These and other aspects of the present invention will be apparent from the following specific description, given by way of example, with reference to the accompanying drawings, in which:  
         [0023]    [0023]FIG. 1 is simplified block diagram illustrating a self-service terminal system according to one embodiment of the present invention;  
         [0024]    [0024]FIG. 2 is a simplified block diagram of the architecture of one of the self-service terminals of FIG. 1;  
         [0025]    [0025]FIGS. 3 a  to  3   d  are four tables containing synthetic character information;  
         [0026]    [0026]FIG. 4 is a table illustrating an entry in part of the system (the database) of FIG. 1;  
         [0027]    [0027]FIG. 5 is a flowchart illustrating the operation of part of the system (the database) of FIG. 1;  
         [0028]    [0028]FIG. 6 is a flowchart illustrating the operation of the system of FIG. 1 during a transaction; and  
         [0029]    [0029]FIG. 7 is a pictorial view of a screen presented during a transaction executed by the system of FIG. 1. 
     
    
     DETAILED DESCRIPTION  
       [0030]    Reference is now made to FIG. 1, which is a simplified block diagram of an SST system  10 , in the form of an ATM system, according to one embodiment of the present invention.  
         [0031]    The ATM system  10  is owned and operated by a financial institution, and comprises a plurality of ATMs  12  (only two of which are shown in FIG. 1) connected to a host  14  via a transaction switch  16  and a secure network  18 . The switch  16  is also connected to interchange networks  20  to route authorization requests to authorization centers (not shown) operated by other financial institutions and financial services companies.  
         [0032]    The host  14  includes an authorization facility  22  for authorizing transactions from an account held by an identified user, and a personalization database  24  for storing personalized information relating to the financial institution&#39;s account holders. The host  14  may also include other facilities, such as a card services facility.  
         [0033]    Reference is now made to FIG. 2, which is a block diagram illustrating one of the ATMs  12  in more detail. Each ATM  12  comprises a plurality of modules for enabling transactions to be executed and recorded by the ATM  12 . These ATM modules comprise: a controller module  28 , a display module  30 , a card reader/writer module  32 , an encrypting keypad module  34 , a receipt printer module  36 , a cash dispenser module  40 , a journal printer module  42  for creating a record of every transaction executed by the ATM  12 , and a network connection module  44  (in the form of a network card) for accessing the host  14  (FIG. 1). The display  30  and keypad  34  are the primary user interface elements on the ATM  12 .  
         [0034]    The controller  28  comprises a BIOS  50  stored in non-volatile memory, a microprocessor  52 , associated main memory  54 , storage space  56  in the form of a magnetic disk drive, and a display controller  58  in the form of a graphics card.  
         [0035]    The display module  30  is connected to the microprocessor  52  via the graphics card  58  installed in the controller module  28  and one or more internal controller buses  48 . The other ATM modules ( 32  to  44 ) are connected to the ATM controller  28  via a device bus  46  and the controller buses  48 .  
         [0036]    When the ATM is powered up, a secure booting-up process is performed. During the boot-up process, the main memory  54  is loaded with an ATM operating system kernel  62 , an ATM application  64 , and a synthetic character manager application  66  in a secure manner. Furthermore, the ATM modules ( 30  to  44 ) and other components ( 50 , 56 , 58 ) are authenticated.  
         [0037]    As is well known in the art, the operating system kernel  62  is responsible for memory, process, task, and disk management. The ATM application  64  is responsible for controlling the operation of the ATM  12 . In particular, the ATM application  64  provides the sequence of screens used in each transaction (referred to as the transaction flow); monitors the condition of each module within the ATM (state of health monitoring); and obtains authorization for transactions from the remote transaction authorization facility  22  (FIG. 1) in host  14  (FIG. 1).  
         [0038]    The term “screen” is used herein to denote the graphics, text, controls (such as menu options), and such like, that are presented on an SST display; the term “screen” as used herein does not refer to the hardware (that is, the display) that presents the graphics, text, controls, and such like. Typically, when a transaction is being entered at an SST, a series of screens are presented in succession on the SST display, the next screen displayed being dependent on a user entry or activity relating to the current screen. For example, a first screen may request a user to insert a card; once a card has been inserted a second screen may invite the user to enter his/her PIN; once the final digit of the PIN has been entered, a third screen may invite the user to select a transaction; and so on.  
         [0039]    The synthetic character manager  56  is used to access the personalization database  24  (FIG. 1) via network connection  44 . The synthetic character manager  56  stores a plurality of tables, which may be downloaded to the ATM  12  from the host  14 . FIGS. 3 a  to  3   d  illustrate four of these tables.  
         [0040]    [0040]FIG. 3 a  is a character type table  100  having two columns  102 ,  104 . A code column  102  stores a unique identification code associated with each type of character. A program column  104  stores a link to a program for a type of character associated with the corresponding code in the code column  102 . For example, in FIG. 3 a , identification code “A1” represents a cartoon dog, code “A2” represents a middle aged man, code “A3” represents a young lady, code “A4” represents a teenage boy, and so on. The program associated with each type of character can be instantiated by the character manager  56  to present the character on the ATM&#39;s display  30 .  
         [0041]    [0041]FIG. 3 b  is a behavior type table  110  having two columns  112 ,  114 . A code column  112  stores a unique identification code associated with each type of behavior. A program column  114  stores a link to a routine that can be called by an instantiated character type program. For example, in FIG. 3 b , identification code “B1” represents relatively informal, code “B2” represents formal, code “B3” represents relaxed but polite, code “B4” represents friendly, and so on.  
         [0042]    [0042]FIG. 3 c  is a voice type table  120  having two columns  122 ,  124 . A code column  122  stores a unique identification code associated with each type of voice. A program column  124  stores a link to a routine that can be called by an instantiated character type program. For example, in FIG. 3 c , identification code “V1” represents a cartoon voice, code “V2” represents a traditional male voice, code “V3” represents a young female voice, code “V4” represents a young male voice, and so on.  
         [0043]    [0043]FIG. 3 d  is a word register table  130  having two columns  132 ,  134 . A code column  132  stores a unique identification code associated with each type of voice. A program column  134  stores a link to a routine that can be called by an instantiated character type program. For example, in FIG. 3 d , identification code “W1” represents a high word register including a large vocabulary, code “W2” represents a medium word register including a more limited vocabulary than that of level “W1”, code “W3” represents a relatively low word register, code “W4” represents a low word register with a simple limited vocabulary, and so on.  
         [0044]    [0044]FIG. 4 is a part of a user table  150  illustrating a typical entry in the database  24 . Each entry in the user table  150  has a plurality of fields, including a user identification field  152 , a character type field  154 , a behavior type field  156 , a voice type field  158 , a word register field  160 , and a purchasing information field  162 . The database  24  may include additional fields.  
         [0045]    The user identification field  152  stores the card number of the user&#39;s ATM card. The character type field  154  stores a unique identification code corresponding to a type of synthetic character. The behavior type field  156  stores a unique identification code corresponding to a type of behavior to be exhibited by the synthetic character identified by field  154 . The voice type field  158  stores a unique identification code corresponding to a type of voice belonging to the synthetic character identified by field  154 . The word register field  160  stores a unique identification code corresponding to a word register used by the synthetic character identified by field  154 . The purchasing information field  162  stores information about purchasing habits of the user.  
         [0046]    The operation of the system  10  will now be described with reference to FIGS.  1  to  4 , and also with reference to FIG. 5, which is a flowchart illustrating the operation of the personalization database  24 .  
         [0047]    Initially, a user is registered (step  200 ) with the financial institution and the user gives permission to the institution to store information in the personalization database  24  about his/her purchases. The personalization database  24  incorporates a customer relationship management (CRM) system. CRM systems are well-known in the art. Typically, the database  24  also records Switch and/or credit card transactions performed by the user.  
         [0048]    The user is then presented with various synthetic characters (step  202 ) and asked to select one. In this example, the user selects a cartoon dog (code “A1” in table  100 ). The user also selects the type of behavior (in this example, friendly behavior, which is code “B4” in table  110 ), the type of voice (in this example, a cartoon voice, which is code “V1” in table  120 ), and the word register (in this example, relatively low, which is code “W3” in table  130 ).  
         [0049]    The database records these selections (step  204 ) in the appropriate fields ( 154  to  160 ) of a database entry that includes the card number of the user&#39;s ATM card in the user identification field  152 .  
         [0050]    The purchase information field  162  in the user&#39;s entry in the database  24  is continually updated with information about the user&#39;s purchases (step  206 ). The database continually examines this information to detect any differences or long term trends in the user&#39;s purchasing habits (step  208 ).  
         [0051]    The database  24  analyses these differences to deduce changes in the user&#39;s preferences, behavior, attitude, and such like (step  210 ). For example, if the user starts purchasing books regularly, then the database may deduce that the user&#39;s word register has increased.  
         [0052]    The database  24  then adapts the user&#39;s character information (step  212 ) so that, when instantiated, the character more closely conforms to the new preferences or behavior of the user, as deduced by the database  24 . In the above example, where the user purchases books regularly, the database  24  increases the word register level of the user&#39;s synthetic character from relatively low (code “W3”) to medium (code “W2”).  
         [0053]    This procedure is continuous, so the database reverts to step  206  to examining and analyzing the user&#39;s behavior.  
         [0054]    A typical transaction will now be described with reference to FIGS.  1  to  5 , and also with reference to FIG. 6, which is a flowchart illustrating the operation of the system  10  during a transaction.  
         [0055]    Initially, a user enters his/her card into the card reader  32 , which reads the card (step  220 ) and conveys the read information (step  222 ) to the ATM application  64  and the character manager  66 .  
         [0056]    While the ATM application  64  is using the read data to prepare transaction screens, the character manager  66  immediately accesses the personalization database  24  (via the network card  44 ) using the user&#39;s ATM card number and retrieves synthetic character information for that character (step  224 ). This is implemented by the database  24  using the read card number to access the user&#39;s entry in the user table  150  (FIG. 4).  
         [0057]    The database  24  then sends the codes from the character type field  154 , the behavior type field  156 , the voice type field  158 , and the word register field  160  to the character manager program  66 . This occurs very quickly as only a few bytes of data are transferred.  
         [0058]    When the character manager program  66  receives the code data (step  226 ), the program  66  uses the received codes to access (step  228 ) the stored tables  100 , 110 , 120 , 130  and instantiate (step  230 ) a synthetic character having an appearance, attributes, and behavior appropriate for the user (as defined by the received code data). The controller  28  presents (step  232 ) the instantiated synthetic character to the user, and allows the user to interact (step  234 ) with the synthetic character, if desired, to enter a transaction.  
         [0059]    When the user has entered a transaction, the ATM executes the transaction (step  236 ) by authorizing the transaction, ejecting the card for the user to remove, and dispensing any media required to fulfil the transaction.  
         [0060]    Reference is now made to FIG. 7, which is a pictorial view of a screen  80  presented on display  30  during a transaction executed by the system of FIG. 1, for example, at step  232 . The screen  80  shows three transaction options  82  and a synthetic character  84  providing advice and information to the user. In screen  80  the synthetic character  84  suggests that the user may wish to transfer money from his/her current account to a savings account to earn extra interest. This suggestion is illustrated by a text bubble labeled  86 , although the suggestion may be spoken by the character  84 .  
         [0061]    If the user does not like the new attributes (for example, the appearance, behavior, voice, or word register) of the synthetic character  84 , then the user can over-ride the changes so that the synthetic character  84  reverts to its previous attributes. The user may be able to implement this change at the ATM  12 , or may be able to implement the change by accessing the database  24  via a telephone connection or a Web page.  
         [0062]    It will now be appreciated that the above embodiment has the advantage that a synthetic character associated with a user can be updated automatically so that the synthetic character reflects changes in the user&#39;s personality, behavior, preferences, or such like.  
         [0063]    It will be appreciated that although only one example has been given of a synthetic character being automatically adapted as a result of changes in a user, many other examples could be given. For example, if a new transaction is offered at a self-service terminal, then the terminal may provide full help for each stage of the transaction the first time that the user requests that transaction. However, the terminal may reduce the amount of help provided by the synthetic character after each successful completion of that transaction. This could be implemented by the ATM updating a proficiency field in the user&#39;s entry of the user table  150 .  
         [0064]    Furthermore, changes to the synthetic character may not be based on purchasing habits, some changes may be based on age. For example, if a user is relatively young, for example, eleven years old and selects a cartoon character, then this may be changed automatically when the user becomes a teenager.  
         [0065]    Changes to the synthetic character may be based on age but may differ depending on the gender of the user. For example, where the user is male, the synthetic character may exhibit an interest in sport when the user is aged between six and ten years; the character may exhibit an interest in sport and music when the user is a teenager; when the user is approximately twenty years old, the character may exhibit an interest in sport, music, and technology. Where the user is female, the synthetic character may exhibit an interest in animals when the user is aged between six and ten years; the character may exhibit an interest in music when the user is a teenager; when the user is approximately twenty years old, the character may exhibit an interest in fashion and music.  
         [0066]    Various modifications may be made to the above described embodiment within the scope of the invention, for example, in other embodiments, the SST (rather than the database) may deduce changes to the synthetic character. In some embodiments, synthetic characters may be resident on the host  14 , or some other server, and downloaded to a computing device when a user accesses that computing device.  
         [0067]    It will be appreciated that the types of character, behavior, voice, and such like provided in the above embodiment are merely examples, and that many other types of attributes may be used.  
         [0068]    The computing device described in the above embodiment is an ATM, but other types of SST may be used, such as information kiosks; or other types of computing devices may be used, such as pocket computers, personal computers, cellular radio-frequency telephones, personal digital assistants, entertainment systems, or such like.