Remote ATM Session Control via Screen Replication and Pixel Mapping
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Solution Overview
Problem
Customers often face difficulties in operating certain automated teller machines (ATMs) for financial transactions, necessitating a method to facilitate remote assistance for efficient and accurate guidance.
Innovation Solution
A computer-implemented method for establishing a remote communication session between a customer's device and a support device, allowing a second participant to view and interact with the customer's screen, enabling real-time guidance and control of the ATM process through image replication, user input simulation, and feedback mechanisms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers operate automated teller machines independently, then device complexity is reduced and ease of operation is improved, but service quality deteriorates when customers encounter difficulties
Solution Approach 1:
The patent introduces a remote assistance system that acts as an intermediary between the ATM and the customer. When a customer encounters difficulties, the system enables remote connection to a support center where an operator can view the customer's screen and provide guidance, thus maintaining service quality without compromising ease of operation for successful transactions
2Adaptability or versatility
If remote assistance is provided through traditional phone or chat methods, then service availability is improved, but information completeness deteriorates as operators cannot see the customer's screen
Solution Approach 1:
The patent implements screen copying functionality where the customer's ATM display is replicated and transmitted to the remote operator's device. This allows operators to see exactly what the customer sees, eliminating information loss while maintaining the versatility of remote assistance through various communication channels
3Productivity
If remote operators can control the ATM directly, then productivity is improved, but security deteriorates due to potential unauthorized actions
Solution Approach 1:
The patent implements a feedback mechanism where the remote operator's control actions are transmitted to the ATM, which then provides feedback to both the operator and the customer. This allows operators to assist with complex tasks efficiently while maintaining security through transparent, auditable interactions that can be monitored and verified
4Device complexity
If traditional remote assistance methods are used, then device complexity is reduced, but loss of time increases due to inefficient guidance
Solution Approach 1:
By copying and transmitting the customer's screen to the remote operator, the system enables operators to quickly understand the customer's situation without lengthy verbal descriptions. This significantly reduces the time required to provide effective assistance while keeping the added complexity minimal through standardized communication protocols
Data Source
AI summary
A data processing system which includes a first device that receives a service request from a first communication session participant. The system initiates a communication session between the first device and a second device. The first device transmits a first image to the second device. The second device creates a second image based on the first image. The second device displays the second image to a second communication session participant. The second device receives user input data from the second communication session participant. The user input data is a selection of pixels on a display screen of the second device. The second device calculates corresponding pixels on a display screen of the first device. The second device creates a control message based on the corresponding pixels and transmits the control message to the first device. The first device performs an action based on the control message to provide a service.