Automated Banking Machine Videoconferencing Accessibility
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Solution Overview
Problem
Automated banking machines lack the ability to efficiently facilitate financial transactions for customers who require assistance outside of traditional interaction methods, particularly for those with disabilities or in situations where the user interface is inaccessible.
Innovation Solution
The implementation of an automated banking machine with a user interface that enables customers to request and establish a videoconference with a remote service provider, allowing for audio, video, or combined audiovisual communication between the customer's device and the service provider, thereby providing assistance during financial transactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If automated banking machines use traditional user interfaces, then they provide standard transaction functionality, but they become inaccessible to customers with disabilities or those requiring assistance
Solution Approach 1:
The patent introduces a remote service provider as an intermediary who assists customers through videoconferencing. The customer device acts as a mediator between the traditional ATM interface and the customer, allowing customers with disabilities to interact with the banking machine through visual and audio communication channels that are accessible to them.
Solution Approach 2:
The system enables the ATM to serve multiple customer needs through a single interface by integrating videoconferencing capabilities. The same banking machine can serve both customers who use traditional interfaces and those who require assisted communication, making the system universally accessible to diverse customer groups.
2Adaptability or versatility
If automated banking machines add videoconferencing capabilities, then they improve accessibility for customers with disabilities, but they increase device complexity
Solution Approach 1:
The customer device serves as an intermediary that handles the complexity of videoconferencing communication protocols and interfaces. Rather than building complex videoconferencing hardware into the ATM, the system uses the customer's existing device as a mediator, which already possesses the necessary camera, microphone, and display capabilities.
Solution Approach 2:
The system leverages the multi-functionality of modern customer devices, which already具备 video, audio, and communication capabilities. By reusing these existing functions for banking assistance purposes, the system avoids duplicating complex functionality in the ATM itself.
3Ease of operation
If automated banking machines redirect interface inputs and outputs to customer devices, then they simplify the transaction process for assisted customers, but they require additional communication infrastructure
Solution Approach 1:
The system utilizes the existing multi-functional capabilities of customer devices for communication purposes. These devices already have cameras, microphones, displays, and network connectivity, so no additional communication infrastructure needs to be deployed at the customer end.
Solution Approach 2:
The customer's device serves itself by using its own built-in communication hardware and software to establish and maintain the videoconferencing connection. The device autonomously handles audio, video, and data transmission without requiring external assistance or additional infrastructure.
Data Source
AI summary
In an example embodiment, there is described herein an automated banking machine with a user interface that enables a customer perform a financial transaction. The automated banking machine also comprises a first interface for communicating with a remote service provide and a second interface that can communicate with a customer service device. Upon receiving an input from the customer requesting assistance, the automated banking machine establishes a communication link between the remote service provider and the customer device. The communication link enables audio, video, or a combination of audio and video data to be sent between the customer device and the remote service provider.