ATM User Assistance Platform Detecting Presence and Needs
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Solution Overview
Problem
Existing systems face challenges in providing effective assistance to users of automated teller machines (ATMs) due to their automated nature and hardware/software constraints.
Innovation Solution
A computing platform that detects user presence and needs for assistance at ATMs by receiving user presence information, identifying assistance requirements, and generating commands to execute automated assistance actions, such as displaying dynamic navigation options or initiating video assistance calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If automated assistance actions are implemented at ATMs, then user assistance effectiveness is improved, but device complexity increases
Solution Approach 1:
A computing platform is introduced as an intermediary between the ATM system and the user. This external platform receives user presence information, identifies assistance needs, and generates commands to be executed by the ATM, thereby providing intelligent assistance without significantly increasing the complexity of the ATM device itself.
Solution Approach 2:
The assistance system is segmented into separate functional components: user presence detection module, assistance need identification module, and automated assistance action execution module. This segmentation allows each component to be developed and maintained independently, reducing overall system complexity while improving assistance effectiveness.
2Measurement precision
If multiple detection methods are used to identify user needs, then assistance accuracy is improved, but device complexity increases
Solution Approach 1:
The computing platform serves multiple functions: it receives user presence information from various sources, identifies assistance needs based on this information, and generates appropriate assistance commands. This multi-functional approach improves detection accuracy without requiring separate dedicated systems for each function.
Solution Approach 2:
Multiple detection methods and data sources are merged and processed by a single computing platform. The platform integrates information from different sources to identify assistance needs, reducing the complexity that would result from having separate independent systems for each detection method.
3Ease of operation
If real-time assistance is provided, then user experience is improved, but processing time increases
Solution Approach 1:
The system performs preliminary actions by continuously monitoring for user presence and pre-identifying potential assistance needs before the user actually requires help. This allows the ATM to be prepared with appropriate assistance actions in advance, reducing response time when the user does need assistance.
Solution Approach 2:
The system uses feedback loops to continuously monitor user presence and interactions, adjusting assistance actions in real-time based on observed behavior. This feedback mechanism ensures timely and relevant assistance while optimizing processing efficiency through continuous learning and adaptation.
Data Source
AI summary
Aspects of the disclosure relate to detecting usage issues on enterprise systems and dynamically providing user assistance. In some embodiments, a computing platform may receive, from an automated teller system, user presence information indicating that a user has been detected at an automated teller machine associated with the automated teller system. Subsequently, the computing platform may identify, based on the user presence information received from the automated teller system, that the user has a need for assistance with the automated teller machine associated with the automated teller system. In response to identifying that the user has the need for assistance, the computing platform may generate and send one or more commands directing the automated teller machine associated with the automated teller system to execute one or more automated assistance actions corresponding to the need for assistance.