Patent Document

BACKGROUND OF THE INVENTION  
       [0001]     The present invention relates to self-checkout systems and more specifically to a system and method of facilitating remote interventions in a self-checkout system.  
         [0002]     Current self-checkout solutions often include an attendant station and four self-checkout terminals arranged to accommodate two aisles of customer traffic. This station is equipped with a computer that allows the cashier to interface with the self-checkout terminals. From this station, the attendant monitors all four self-checkout terminals. This station is typically immobile.  
         [0003]     Periodically, however, the attendant must walk away from the station to collect coupons, scan large items, view identification cards, or help confused customers.  
         [0004]     For example, the attendant may see that a customer has scanned a tobacco product that requires age verification. The attendant station computer displays an indication to the attendant that attendant approval is required. The attendant walks to the customer to view the customer&#39;s identification card. Meanwhile, another customer at a different self-checkout terminal fails to bag a purchased item, triggering an approval request to the attendant station. The other customer must now wait for approval from the attendant. The attendant completes the visual verification of the one customer&#39;s identification card and walks back to the attendant station to enter the birth date from the identification card. The attendant then completes the approval for the other customer.  
         [0005]     Self-checkout solutions are intended to save time. But any time the attendant walks away from the attendant station, additional time is added to one or more self-service transactions.  
         [0006]     Therefore, it would be desirable to provide a system and method of facilitating remote interventions in a self-checkout system.  
       SUMMARY OF THE INVENTION  
       [0007]     In accordance with the teachings of the present invention, a system and method of facilitating remote interventions in a self-checkout system is provided.  
         [0008]     The system includes a communicator for communicating the interventions to an attendant and for communicating a response to the intervention from the attendant to the self-checkout system.  
         [0009]     It is accordingly an object of the present invention to provide a system and method of facilitating remote interventions in a self-checkout system.  
         [0010]     It is another object of the present invention to reduce time spent by attendants in handling interventions in self-checkout systems. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0011]     Additional benefits and advantages of the present invention will become apparent to those skilled in the art to which this invention relates from the subsequent description of the preferred embodiments and the appended claims, taken in conjunction with the accompanying drawings, in which:  
         [0012]      FIG. 1  is a block diagram of a self-checkout system; and  
         [0013]      FIG. 2  is a flow diagram illustrating operation of an attendant computer. 
     
    
     DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT  
       [0014]     Referring now to  FIG. 1 , self-checkout system  10  includes attendant computer  12 , self-checkout terminals  14 , and attendant communicator  40 .  
         [0015]     Attendant computer  12  includes processor  16 , sound circuitry  18 , and wireless communication circuitry  20 .  
         [0016]     Processor  16  executes lane management software  26 , speech generating software  28 , and speech recognition software  30 .  
         [0017]     Lane management software  26  receives status information and automated intervention requests from self-checkout terminals  14 . Lane management software  26  is configured to recognize and respond to messages from self-checkout terminals  14 .  
         [0018]     Speech generating software  28  works with sound circuitry  18  to convert the requests to sound signals.  
         [0019]     Speech recognition software  30  works with sound circuitry  18  to convert speech signals to digital or software instructions directed to lane management software  26 .  
         [0020]     Wireless communication circuitry  20  wirelessly transmits the sound signals to attendant communicator  40 . Wireless communication circuitry  20  wirelessly receives speech signals from attendant communicator  40 .  
         [0021]     The attendant wears attendant communicator  40  and may additionally carry portable scanner  48 .  
         [0022]     Attendant communicator  40  includes wireless communication circuitry  42 , speakers  44 , and microphone  46 . Attendant communicator  40  may include a headset worn by the attendant.  
         [0023]     Wireless communication circuitry  42  wirelessly receives sound signals from wireless communication circuitry  20  and sends the sound signals to speakers  44 .  
         [0024]     Wireless communication circuitry  42  further receives speech signals from microphone  46  and wirelessly transmits the speech signals to wireless communication circuitry  20 .  
         [0025]     Wireless communication circuitry  20  and  42  may include radio frequency (RF) communication circuitry. Wireless communication circuitry  42  additionally includes amplification circuitry and a battery for amplifying received sound signals and speech signals.  
         [0026]     Speakers  44  convert the sound signals to audible messages.  
         [0027]     Microphone  46  converts attendant speech to speech signals.  
         [0028]     Portable scanner  48  preferable includes a wireless handheld scanner for scanning large items. Portable scanner  48  may decode bar code labels or send undecoded bar code information to self-checkout terminals  14  via wireless communication circuitry  20  and attendant computer  12 .  
         [0029]     Attendant computer  12  further includes display  22  and input device  24 .  
         [0030]     Display  22  displays status information and intervention requests provided by lane management software  26 .  
         [0031]     Input device  24  records attendant selections in response to intervention requests.  
         [0032]     Attendant computer  12  and self-checkout computers  14  are preferably coupled together via a network.  
         [0033]     Self-checkout terminals  14  execute self-checkout software  34 , which process self-service transactions. Self-checkout software  34  generates intervention requests and sends the intervention requests to attendant computer  12 .  
         [0034]     In operation, an attendant wears communicator  40  so as to communicate remotely with attendant computer  12 . If the attendant is called to one of self-checkout terminals  14  by a customer or by self-checkout software  34  to verify an identification card, scan a large item, or provide other assistance, the attendant receives status information and intervention requests through speakers  42 . The attendant may speak a response into microphone  44  rather than walk back to attendant computer  12 .  
         [0035]     Table I below illustrates typical tasks of a self-checkout attendant, information supplied to the attendant, and actions taken by the attendant.  
         [0036]     Turning now to  FIG. 2 , example operation of attendant computer  12  is illustrated in detail beginning with START  50 .  
         [0037]     In step  52 , lane management software  26  waits for an intervention request from self-checkout software  34 .  
         [0038]     In step  54 , lane management software  26  receives a request from self-checkout software  34  in connection with an attempted purchase of a product.  
         [0039]     For example, suppose self-checkout software  34  at one of self-checkout terminals  14  determines that a scanned item is an alcohol product that can only be sold to persons aged  21  or older. Self-checkout software  34  sends attendant computer  12  an intervention request.  
         [0040]     The attendant may be located at attendant computer  12  or may be walking among self-checkout terminals  14 , viewing what is happening or assisting customers with questions posed directly to the attendant.  
         [0041]     In step  56 , lane management software  26  sends a message to the attendant. Lane management software  26  wirelessly sends the message to attendant communicator  40  and displays the message on display  22 .  
         [0042]     Speech generating software  28  works with sound circuitry  18  to convert the requests to audio messages. Preferably, audio messages and spoken responses from the attendant are standardized to make communication easier.  
         [0043]     Wireless communication circuitry  20  wirelessly transmits the sound signals to attendant communicator  40 .  
         [0044]     The attendant receives the message through attendant communicator  40  and walks over to self-checkout terminal  14  and determines the age of the customer by checking his driver&#39;s license. The attendant speaks into microphone  46 , “Lane one age 25”.  
         [0045]     In step  58 , lane management software  26  receives a response from the attendant either allowing or denying the purchase.  
         [0046]     Wireless communication circuitry  20  wirelessly receives speech signals from attendant communicator  40 .  
         [0047]     Speech recognition software  30  works with sound circuitry  18  to convert speech signals to software responses directed to lane management software  26 .  
         [0048]     In step  60 , lane management software  26  sends a response to self-checkout software  34 , in the same way as if the attendant were responding through input device  24 .  
         [0049]     Operation returns to step  52  to wait for another intervention request from any of self-checkout terminals  14 .  
                       TABLE I                       Task   Audio messages   Attendant speech                   Customer   “Age validation   Attendant walks to lane one,       purchases an   required, lane   looks at the customer&#39;s       age restricted   one” plays   identification and speaks into       item on lane   through speakers   microphone 44 “Lane one age 25”       one   42       Customer on lane   “Unpurchased   Attendant walks to lane three       three places an   item in bag, lane   and determines if an       unpurchased   three”   unpurchased item is in the bag.       item in a bag       The attendant can then remove               the item.       Customer on   “Unpurchased   Attendant walks to lane three       Lane three places   item in bag. lane   and asks the customer to remove       a purse on a bag   three”   the purse. Attendant may then       scale, triggering       approve the transaction by       an unpurchased       speaking, “Lane three approve.”       item violation       Customer bags an   “Wrong item   Attendant walks to lane two,       item after   bagged, lane two”   and speaks, “Lane two approve”,       scanning it on       if correct item is bagged.       lane two, but lane       management       software 26       detects an       incorrect weight       on a bag scale       Customer at lane   None.   Attendant walks to lane one,       one appears       and speaks, “Scan Lane one” to       unable to lift and       instruct the system that the       scan a large item.       next item scanned with the               attendant&#39;s handheld wireless               scanner should be part of lane               one&#39;s transaction. The               attendant then scans the item               for the customer on lane one.                  
 
         [0050]     Advantageously, the attendant is able to walk among self-checkout terminals  14  while still being able to handle requests. The invention reduces transactions times and allows the attendant to process more customers. Finally, the invention may reduce shrinkage.  
         [0051]     A headset communicator allows the attendant to operate in a “hands-free” mode, which makes tasks such as helping with a scan or validating an identification card easier.  
         [0052]     Although the invention has been described with particular reference to certain preferred embodiments thereof, variations and modifications of the present invention can be effected within the spirit and scope of the following claims.

Technology Category: 1