Patent ID: 12200060

DETAILED DESCRIPTION

The present disclosure, as demonstrated by the exemplary embodiment described below, can provide a communications system for use in a multi-lane, outdoor drive-up transaction processing environment. By way of example and not limitation, bank branches and pharmacies are two such operating environments. The communications system described herein will be easy to use, easy to install, and easy to upgrade.

Referring now toFIG.1, an exemplary operating environment10includes a bank branch12. A plurality of drive-through lanes14,14a,14bare arranged along the exterior of the bank branch12. Vehicles, such as vehicles16,16a,16b, can move into any one of the drive-through lanes14,14a,14b. Persons seeking service from the bank branch12can be driving the vehicles16,16a,16b. Thus, customers in vehicles can be received in one of drive-through lanes of a plurality of drive-through lanes14,14a,14bat a bank branch12.

Service can be provided in the exemplary drive-through lanes14,14a,14bthrough article exchange units positioned in each of the drive-through lanes14,14a,14b, such as one in the form of a transaction drawer18that can receive an article from a customer in the drive through lane such as documents, currency, check(s), a deposit or withdrawal slip, and/or an identification card. The drive-through lane can be located at a branch of a bank. A “branch” of a bank can include a building into which customers can enter to conduct financial transactions. An “article exchange unit” can be configured to receive items from a bank customer and present items for the bank customer retrieval. In other embodiments, an article can take a different form. Service can be provided in the exemplary drive-through lane14athrough an article exchange unit in the form of a pneumatic/vacuum (or “VAT”) module20that can receive an article from a customer such as documents or a card. Service can be provided in the exemplary drive-through lane14bthrough an article exchange unit in the form of a terminal22that can receive an article from a customer such as documents or a card. In one or more embodiments, the system24can include a controller of the VAT module20. Such a controller could not only control the audio and video transmitted via the VAT module20, but it could also control the operation of the VAT module20such as controlling when to turn the blowers based on inputs received from the switch presses/activations of the VAT module20. Completion of the transaction can include the dispensing of an article to the customer through the exemplary transaction drawer18or through the exemplary pneumatic/vacuum module20. For example, in an embodiment of the present disclosure operating at a pharmacy, pharmaceuticals can be dispensed to the customer at the end of the transaction and/or a clipboard and pen can be dispensed to the customer during the transaction.

The exemplary terminal22can be similar to an automated transaction machine but controlled by a teller in the bank branch12. It is noted that a “teller” is an operator in the exemplary embodiment of the present disclosure, but other forms of operator would function in other embodiments of the present disclosure. For example, in an embodiment of the present disclosure operating at a pharmacy, a pharmacist could be an operator. Thus, tellers and pharmacists are exemplary operators of various embodiments of the present disclosure.

The location of any circuit boards/modules in any of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22can be minimized to mitigate weather related issues. Any microphone and/or speaker on the transaction drawer18, the pneumatic/vacuum module20, or the terminal22can be configured to function acceptably even when wind or rain directly hit the unit. The exemplary multi-lane communication system24can also include a handset at any one or all of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22and be configured to mute any other speaker and microphone.FIG.3is a perspective view of a handset64apositioned at an alternative embodiment of a pneumatic/vacuum module20athat can be desirable for an embodiment of the present disclosure operating at a pharmacy.

An exemplary multi-lane communication system24is implemented in the exemplary operating environment10. The transaction drawer18, the pneumatic/vacuum module20, and the terminal22are viewed as components of the exemplary multi-lane communication system24in this disclosure. It is noted that a transaction drawer, a pneumatic/vacuum module, and/or a terminal need not be viewed as components of other embodiments of a multi-lane communication system. In the exemplary embodiment of the present disclosure, the exemplary transaction drawer18, the exemplary pneumatic/vacuum module20, and the exemplary terminal22each include an integrated call button, microphone, speaker, camera, and/or display.

The exemplary multi-lane communication system24also includes a communications controller26. The exemplary communications controller26defines a server or hub of the exemplary multi-lane communication system24for processing and connectivity. The exemplary communications controller26can be powered by an electrical power source providing 90-264 VAC, 50/60 Hz. The exemplary communications controller26can be mountable to a wall or may be located in a knee space panel of teller/operator workstation. The exemplary communications controller26can be firmware/software-driven allowing for simple on-site or remote field firmware upgrades and remote health checks.

The exemplary multi-lane communication system24also includes an operator computing device28. The exemplary operator computing device28is a tablet computer. An operator computing device could take other forms in other embodiments of a multi-lane communication system, such as a desktop computer. The exemplary communications controller26and the exemplary operator computing device28are in data communication with one another and can cooperatively operate together to complete transactions and manage the flow of customers through the drive-in lanes14,14a,14b. It is noted that while only one operator computing device is presented, the exemplary communications controller26can communicate and operate cooperatively with a plurality of operator computing devices. The exemplary communications controller26and the exemplary operator computing device28can communicate with one another utilizing a secured, wireless communication protocol. The exemplary communications controller26can be configured to automatically detect the presence of the exemplary operator computing device28. In one or more embodiments, the exemplary communications controller26could allow the teller to exercise control the VAT module20with the exemplary operator computing device28, such as when the teller is assisting a customer.

The operator computing device28can have a relatively small footprint. The operator computing device28can have an integrated microphone, speaker, camera, and/or display. The exemplary operator computing device28is physically stable and robust and can be received in a wall or counter mount. The operator computing device28can also include a wired or wireless headset and a privacy handset.

The exemplary multi-lane communication system24also includes interfaces to facilitate data communication between the exemplary communications controller26and, respectively, the transaction drawer18, the pneumatic/vacuum module20, and the terminal22. Such interfaces facilitate data communication according to internet protocol (IP) and are referenced by numbers30,30a,30b. The IP interfaces can be defined by hardware, software, or a combination of hardware and software. The IP interfaces30,30a,30bare configured to seck and obtain an IP address. The IP interfaces30,30a,30bare configured to report their respective IP addresses to other components in the system24, including the communications controller26. The IP interfaces30,30a,30bare configured to package data generated by the article exchange units18,20,22into IP packets and transmit those packets to the communications controller26. The IP interfaces30,30a,30bare configured to receive IP packets from the communications controller26and convert the data in those IP packets, as may be necessary, to a format applied by the respective article exchange units18,20,22.

In the exemplary embodiment, data communication between the exemplary communications controller26and, respectively, the transaction drawer18, the pneumatic/vacuum module20, and the terminal22, allows each of the transaction drawer18, the pneumatic/vacuum module20, and the terminal22to communicate with the exemplary operator computing device28. Thus, in the exemplary embodiment, the exemplary operator computing device28is in data communication with the transaction drawer18, the pneumatic/vacuum module20, and the terminal22through the exemplary communications controller26. The exemplary communications controller26can receive signals indicating that a carrier has arrived in the bank branch12from the pneumatic/vacuum module20or when a document arrives in the bank branch12from the transaction drawer18and communicate that data to the exemplary operator computing device28. The exemplary communications controller26can communicate wirelessly with the transaction drawer18, the pneumatic/vacuum module20, and the terminal22or via wire, but is it noted that a maximum cable distance between the exemplary communications controller26to any one of the transaction drawer18, the pneumatic/vacuum module20, and the terminal22may be three hundred and twenty feet when using CAT6 cabling; beyond that distance, extenders could be added which would allow the distance to go over six thousand feet. Wireless communication would be secured. In one or more embodiments, fiber optic communications could be applied between the operator and/or customer units and the controller. In such embodiments, a power cable and a fiber optic cable would be run between the end points and the controller. Video signals, audio signals, control signals, and data signals upon which control logic is applied could be transmitted over the fiber optic cables.

The exemplary multi-lane communication system24can be configured to operate voice and video over IP (V2oIP) for communications between (a) a person (hereafter a “customer”) seeking service from the bank branch12through one of the exemplary transaction drawer18, the exemplary pneumatic/vacuum module20, and the exemplary terminal22and (b) an operator such as a teller operating the exemplary operator computing device28to provide service to the customer. For pharmacy applications that require interfacing to IP or analog phone systems, the exemplary transaction drawer18and/or the exemplary pneumatic/vacuum module20can utilize a phone system infrastructure for communication and control.

Alternatively, embodiments of the multi-lane communication system can be voice only. Alternatively, embodiments of the multi-lane communication system can provide video of the customer to the operator without video of the operator to the customer (one-way video) with voice to both parties. Alternatively, embodiments of the multi-lane communication system can provide video and voice of the customer and the operator to one another (two-way video and voice). The exemplary multi-lane communication system24can be a platform scalable from a one operator to one customer (1×1), to eight operators each operating an operator computing device and servicing customers in sixteen drive-through lanes (8×16), and further to unlimited operators and customers, all sizes using simultaneous two-way conversation (full duplex). The exemplary multi-lane communication system24can also permit more than one operator to be in audio communication with a single consumer at the same time.

In an exemplary scenario of operation, a customer can drive up to one of the one of the exemplary transaction drawer18, the exemplary pneumatic/vacuum module20, and the exemplary terminal22and press a call button. Alternatively, the multi-lane communication system can include detection components to automatically alert an operator of the customer's arrival for service. For example, the exemplary multi-lane communication system24can include sensors, such as proximity sensors referenced by32,32a,32b. Each sensor32,32a,32bcan emit a signal to the exemplary communications controller26in response to the arrival of a customer at the relevant drive-through lane14,14a,14b. The exemplary communications controller26can then alert the exemplary operator computing device28of the customer's arrival.

In one or more embodiments, the exemplary multi-lane communication system24can present information such as advertising to the customer as the customer waits for an operator. The advertising can be video advertising and/or audio advertising. Advertising can also be presented when the customer waits as the operator processes the requested transaction. In addition to advertising or instead of advertising, the exemplary communications controller26can control a speaker at the relevant one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22to emit an automated, pre-recorded message greeting the customer.

In one or more embodiments, the exemplary multi-lane communication system24can allow the customer to identify himself/herself and select a transaction type before the operator is called through the exemplary operator computing device28. The customer can be identified by inserting a card into a card reader device and/or by a biometric sensor positioned at the relevant one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22. The exemplary communications controller26can receive visual or audio data from a camera or microphone at the relevant one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22and apply video or audio analytic software to the received data in order to identify the customer. The data may include a facial image of the customer or a license plate capture or a capture of the customer's voice. Audio data generated by a microphone at any one or all of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22, can be filtered/processed to reduce and/or eliminate ambient noise, including wind, found in the drive-up environment.

In one or more embodiments, the exemplary multi-lane communication system24can include alerting components such as a light34or a speaker36positioned in the bank branch12. The exemplary communications controller26can receive a signal from one of the sensors32,32a,32bindicative of the presence of a vehicle at one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22. In response, the exemplary communications controller26can control and activate the exemplary light34and/or control the speaker36to emit sound. Alternatively, the exemplary communications controller26can control and active the exemplary light34and/or control the speaker36to emit sound in response to receiving a signal from a call button located at one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22. The emission of light from the light34and/or sound from the speaker36can prompt the operator to respond to the customer.

The exemplary multi-lane communication system24can enhance the operator's control over the flow of customers in the drive-through lanes14,14a,14bthrough a customer queuing protocol.FIG.2is an exemplary screen display generated by the exemplary communications controller26on a display38of the exemplary operator computing device28. An exemplary first field40presented on the display38includes rows, such as row42, that each correspond to a drive-through lane. Each row includes a presence thumbnail indicia, such as presence thumbnail indicia44, that can indicate, through the use of alternative color patterns, the presence of a vehicle in the respective drive-through lane. For example, the presence thumbnail indicia44includes a bright blue vehicle against a light gray background, which indicates a vehicle is present in the drive-through lane associated with row42. The presence thumbnail indicia of the other rows include a light gray vehicle against a dark gray background, which indicates a vehicle is not present in the drive-through lane associated with those rows.

FIG.2also discloses that each row can include other indicia to provide the operator with more information to assist in completing the transaction. For example, textual indicia is displayed including the customer's name, drivers license number, the queued or type of transaction being requested, and details of the requested transaction. A camera thumbnail indicia, such as camera thumbnail indicia46, is included which can be selected by the operator to display a video feed from a camera at the at the relevant one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22. It is noted that, while not shown inFIG.2, a microphone thumbnail indicia can be displayed in each row42and can be selected by the operator to transmit audio data to the customer in the drive-through lane or to mute audio data. The video feed is displayed on an exemplary second field48presented on the display38, along with further textual indicia of details of the customer and/or the transaction that has been requested. A completion indicia, such as completion indicia50, is included which can be selected by the operator to end interaction with a current customer in order to move on to another customer.

The customer queuing protocol presented on the visual display38facilitates the consecutive greeting and servicing of drive-up customers to enhance customer service and expedite the flow of traffic. The sequential order in which customers press call buttons and the subsequent order that a carrier arrives in an operating environment such as the bank branch12or a pharmacy from the pneumatic/vacuum module20or a document arrives in the bank branch12from the transaction drawer18can be tracked by the exemplary communications controller26and displayed on the display38. The display38provides operators with a mechanism to distinguish the order of customer arrivals and to promptly provide service according to that order. For example, the rows displayed in the field40can be arranged so that the “first” customer is displayed in the vertically top row.

In one or more embodiments, during the completion of the transaction, the operator can control the camera located at the relevant one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22to better view the customer. Two scan camera ports can be in data communication with the exemplary operator computing device28, which when connected to a camera at one of the transaction drawer18, the pneumatic/vacuum module20, and the terminal22and another camera directed at a lobby of the bank branch12allow the operator to view the drive-up area of customer lanes and also the lobby when no specific lane (customer point) is selected by the operator.

Referring again toFIG.1, the exemplary multi-lane communication system24also includes components that are physically remote from the bank branch12. The exemplary multi-lane communication system24includes a database or data store52. The exemplary communications controller26is in data communication with the database52over a network54. The network54can include a local area network (LAN), a wide area network (WAN), e.g., the Internet, or any combination thereof. The present disclosure is well suited to a wide variety of computer network systems over numerous topologies.

All data streams and communications within the exemplary multi-lane communication system24can be recorded and stored in the database52. For example, video and audio feeds from customers and operators can be recorded and stored in the database52. Further, the exemplary communications controller26can record events and time periods between events and store this data in the database52. Events can include vehicle/customer arrival, greeting of the customer, initiation of a transaction, completion of transaction, and vehicle/customer departure. Events can be correlated to other data such as a particular transaction, the relevant drive-through lane, the date, the time, and the responsible operator. This data can be utilized for analytics to tabulate total vehicles/customers serviced, predict customer activity, and monitor operator productivity. Events can also include the activation/usage of components so that component lifespan can be monitored and maintenance schedules can be docketed. Monitoring the activation/usage of components can be facilitated by appropriate sensors, each appropriately positioned. Monitoring the activation/usage of components can also be facilitated by logging command calls. For example, when a command is initiated at the exemplary operator computing device28for the transaction drawer18to open, the initiation of the command can be logged or counted as one operation of the components associated with opening the transaction drawer18, such as a motor, bearings, seals, etc. Time periods stored can include the response time between a customer's arrival and a greeting from an operator as well as a service time between a customer's arrival and the customer's departure.

It is noted that, in one or more embodiments of the present disclosure, a teller can control at least some of the operations of the article exchanging units with the operator computing device28. Control commands/signals can be transmitted from the operator computing device28to the communications controller26and then from the communications controller26to the article exchanging unit being controlled. For example, with the operator computing device28, a teller can control the VAT module20to activate (retrieving a carrier from the customer or directing the carrier to the customer), can control the terminal22to return currency to the customer, and/or cause the drawer18to open.

The exemplary communications controller26is configured to access remote communication components over the network54in response to predetermined operating conditions. For example, remote communication components are for use by remote operators and can take the form of a head set56, a desktop phone58, or a mobile phone60. By way of example and not limitation, operating conditions indicating a need for remote operators can include a level of workflow at the bank branch12that overwhelms the operator(s) at the bank branch12or if a requested transaction requires specialized expertise. In an embodiment of the present disclosure operating at a pharmacy, a remote operator could be a health care provider.

The exemplary multi-lane communication system24can also be configured such that the exemplary communications controller26is operable to communicate directly with a smartphone of the customer instead of a camera, speaker, and microphone positioned at the relevant one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22. The exemplary multi-lane communication system24can be configured to be retrofit to existing install base customer touch points. The components of the exemplary multi-lane communication system24can be configured for remote access for software updates and problem resolution. The exemplary multi-lane communication system24can be configured to go into a sleep mode to save display when no vehicle is detected or if send/call button not activated for some predetermined period of time.

In one or more embodiments of the present disclosure, the exemplary multi-lanc communication system24can facilitate the completion of pre-staged transactions. Generally, a pre-staged transaction is a transaction for which the customer provides details to a banking system before arriving at a physical location of the banking system at which the transaction is to be completed or consummated. One example of a pre-staged transaction would be defined by the customer arranging a cash withdrawal with his/her personal computer or smartphone communicating details of the transaction to a bank core and then arriving at an ATM and receiving the cash without again entering at least some of the transaction details. Another example of a pre-staged transaction would be a pharmaceutical prescription called into a pharmacy by a health care provider, for the patient to pick up at the pharmacy.

The exemplary communications controller26is in data communication with a server62over the network54. The server62is a computing device and can be a bank core, part of a bank core, or a computing device in secure data communication with a bank core. The server62can store approved pre-staged transactions. A customer at the bank branch12can present a token to the operator that is indicative of one of the pre-staged transactions stored by the server62. For example, a customer can present a quick response (QR) code to a camera or scanner positioned at one of the transaction drawer18, the pneumatic/vacuum module20, or the terminal22. The operator can capture the QR code with the exemplary operator computing device28or, if the customer's QR code is scanned at the transaction drawer18, the pneumatic/vacuum module20, or the terminal22, the data associated with the QR code can be communicated to the server62by the exemplary communications controller26for confirmation/approval. The exemplary communications controller26can communicate to the exemplary operator computing device28the response from the server62. If the token is confirmed/approved, the operator can complete the pre-staged transaction.

In one or more embodiments of the present disclosure, a bank transaction can be processed by the system as follows. In response to a customer entering a drive-through lane, the sensor in that drive-through lane can emit a detection signal. The communications controller26can receive the detection signal and transmit an alert signal to the operator computing device28in response.

The display screen38of the operator computing device28can display the first field40containing a plurality of rows42wherein each row42of the plurality of rows42corresponds to one of the drive-through lanes. In response to receiving the alert signal, the operator computing device28can alter the appearance of the row that corresponds to the drive-through lane in which the customer has been received and/or the appearance of one or more buttons in the row. For example, the row can be changed from a non-highlighted appearance (a first configuration of the row), such as the rows above and below and the row42inFIG.2, to a highlighted appearance (a second configuration of the row) such as row42as shown. In another example, a button, such button44can be changed from a non-highlighted appearance (a first configuration of the button), such as the buttons immediately above and below and the button44inFIG.2, to a highlighted appearance (a second configuration of the button) such as button44as shown.

During execution of processing of the transaction, audio and visual data can be generated at the respective article exchanging unit that the customer is utilizing. For example, that article exchanging unit can include a camera and a microphone that generates video of the customer and audio of the customer. The article exchanging unit can transmit the audio and video data to the communications controller26. The IP interface at the article exchanging unit can convert the data for communication to the communications controller26in accordance with the IP protocol. The communications controller26can then direct the audio and video data to the operator computing device28, which can include the display screen38and a speaker.

Likewise, audio and visual data can be generated at the operator computing device28. For example, the operator computing device28can include a camera and a microphone that generates video of the customer and audio of the teller. The operator computing device28can transmit the audio and video data to the communications controller26, the data communicated in accordance with the IP protocol. The communications controller26can then direct the audio and video data to the article exchanging unit.

During execution of processing of the transaction, the teller can control the transmission of video and audio data from the operator computing device28. The operator computing device28can include a camera and a microphone that generates video of the teller and audio of the teller. The operator computing device28can transmit the audio and video data to the communications controller26in accordance with the IP protocol. The communications controller26can then direct the audio and video data to the article exchanging unit, which can include a display screen and a speaker.

During the execution of processing a transaction with a VAT module, the teller can control the VAT module to send a carrier of the VAT module to the customer and/or bring the carrier back from the customer. For example, the teller can be presented with a control panel for the VAT module on the display screen of the tablet computer carried by the teller. The control panel can include buttons that the teller can press. Pressing a first button, for example, can result in the VAT module sending the carrier to the customer. All of the actions of the VAT module necessary to send the carrier can be initiated when the first button is pressed, such as the pressurizing of air, the generation of a vacuum, and/or the opening or closing of any doors. Pressing a second button, for example, can result in the VAT module bringing the carrier back into the bank branch from the customer. All of the actions of the VAT module necessary to bring the carrier back can be initiated when the second button is pressed, such as the pressurizing of air, the generation of a vacuum, and/or the opening or closing of any doors.

When the customer leaves the drive-through lane and/or the transaction is completed, the detection signal can cease and the communications controller26can cease to transmit the alert signal to the operator computing device28. In response, the operator computing device28can alter the rows and/or buttons displayed on the display screen38. For example, the row42and button44can be changed from a highlighted appearance to a non-highlighted appearance.

While the present disclosure has been described with reference to one or more exemplary embodiments, it will be understood by those skilled in the art that various changes may be made and equivalents may be substituted for elements thereof without departing from the scope of the present disclosure. In addition, many modifications may be made to adapt a particular situation or material to the teachings of the present disclosure without departing from the essential scope thereof. Therefore, it is intended that the present disclosure not be limited to a particular embodiment disclosed herein as the best mode contemplated for carrying out this present disclosure, but that the present disclosure will be viewed as covering any embodiment falling within the scope of the appended claims. Also, the right to claim a particular sub-feature, sub-component, or sub-element of any disclosed embodiment, singularly or in one or more sub-combinations with any other sub-feature(s), sub-component(s), or sub-element(s), is hereby unconditionally reserved by the Applicant. Also, particular sub-feature(s), sub-component(s), and sub-element(s) of one embodiment that is disclosed herein can replace particular sub-features, sub-components, and sub-elements in another embodiment disclosed herein or can supplement and be added to other embodiments unless otherwise indicated by the drawings or this specification. Further, the use of the word “can” in this document is not an assertion that the subject preceding the word is unimportant or unnecessary or “not critical” relative to anything else in this document. The word “can” is used herein in a positive and affirming sense and no other motive should be presumed. More than one “invention” may be disclosed in the present disclosure; an “invention” is defined by the content of a patent claim and not by the content of a detailed description of an embodiment of an invention.