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Capacity planning for user wait time

a technology of user wait time and capacity planning, applied in the field of self-service financial transaction devices (ssftd), can solve the problems of narrow analysis focusing on utilization and failing to address other aspects to be desired, and achieve the effect of improving the end-to-end user experien

Active Publication Date: 2012-09-06
BANK OF AMERICA CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

The present disclosure is about a system and method for determining when to install additional self-service financial transaction devices (SSFTDs) to improve the user experience. The system collects and stores data on transactions, sessions, and user wait time, and uses an enhanced user wait time model to identify recommendations and statistical outputs. The SSFTDs have hardware and software to assist in measuring and collecting useful readings. The technical effect of this patent is to provide a more efficient and effective way to install and use SSFTDs to improve the user experience.

Problems solved by technology

In both instances, while utilization is an indicator of user need for more ATMs / tellers at a location, analysis narrowly focused on utilization fails to address other aspects to be desired.

Method used

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  • Capacity planning for user wait time
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Embodiment Construction

[0015]In the following description of various illustrative embodiments, reference is made to the accompanying drawings, which form a part hereof, and in which is shown by way of illustration various embodiments in which one or more aspects of the disclosure may be practiced. It is to be understood that other embodiments may be utilized and structural and functional modifications may be made without departing from the scope of the present disclosure.

[0016]By way of general introduction, aspects of the disclosure relate to providing methods and systems for determining when installation of additional self-service financial transaction devices (SSFTDs), such as automated teller machines (ATMs), may be desired at a location / site, and generating, by a computer, recommendations / statistics accordingly. The system may include a computer system with one or more memories (e.g., database, data store, etc.) to store transaction-level data and other data (e.g., session-level data, user wait time ...

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Abstract

Systems and methods are disclosed for determining when installation of additional self-service financial transaction devices (SSFTDs) may be desired at a site to improve end-to-end user experience. The system may collect and store transaction-level data, session-level data, user wait time data, and / or other data, and use an enhanced SSFTD user wait time model to identify recommendations and other statistical outputs. The SSFTD may include hardware and software to assist in measuring and collecting various useful readings.

Description

TECHNICAL FIELD[0001]Aspects of the present disclosure relate to a self-service financial transaction device (SSFTD). More specifically, aspects of the disclosure relate to modeling and / or modifying a SSFTD to improve end to end user experience.BACKGROUND[0002]Customers of financial institution entities regularly fulfill their business and personal banking needs by conducting transactions through various types of automated and computerized systems. Not only do these systems continue to provide fast and efficient alternatives to waiting for assistance from a customer representative of the entity (e.g., a bank teller) when the transaction at hand is relatively simple and straightforward, such as a cash withdrawal, but such systems have also advanced to where many transactions that can be completed in-person with the assistance of a customer representative can also be completed without the assistance of a customer representative. For example, automated teller machines (ATMs) are able t...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): G06Q40/00G06Q10/00
CPCG06Q10/0631
Inventor CORBETT, ALLISON MENSINGMALLYA, SUDHAKARROSS, ASHLEY BREETULLOS, KRIS DEIONYU, CHANG
Owner BANK OF AMERICA CORP