Claim Staking Manager for Cross-Channel Transaction Routing
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Solution Overview
Problem
Customers face issues with incomplete transactions at Self-Service Terminals (SSTs) due to limited interface integration between teller software and other terminal software, leading to inefficiencies and lack of visibility for enterprise staff, while enterprises struggle to provide seamless customer service and manage transactions across different channels.
Innovation Solution
Implementing a method for resource-to-resource claim staking, where a transaction is monitored on one channel and resources from another channel are claimed for processing, enabling seamless communication and integration between customer-operated and staff-operated terminals through a single enterprise application, allowing staff to view and manage transactions across multiple terminals.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If teller software and SST software are kept as separate systems with minimal interface, then system complexity and integration costs are reduced, but staff visibility to terminal transactions and customer service continuity are limited
Solution Approach 1:
The patent introduces a claim staking manager as an intermediary component that sits between the teller software and SST software. This manager receives claim staking requests from the teller software, translates them into appropriate commands, and manages the transaction state synchronization without requiring deep integration between the two software systems. The intermediary resolves the contradiction by enabling information flow while maintaining architectural independence.
Solution Approach 2:
The system is segmented into distinct functional modules: the teller software module, the SST software module, and the claim staking manager module. Each module maintains its own transaction processing logic and data structures, communicating through well-defined interfaces. This segmentation allows staff visibility improvements through the claim staking manager without forcing complex integration of the entire software architecture.
2Productivity
If a customer must start over at a different SST when a transaction cannot complete, then the current SST can release its resources, but customer experience deteriorates and transaction time increases
Solution Approach 1:
The claim staking mechanism performs preliminary actions by having the teller software proactively claim the target SST resource before the customer actually needs to switch terminals. The system pre-establishes the transaction state and resource allocation, so when a switch is needed, the customer experiences minimal disruption. The transaction continues seamlessly on the new SST without requiring the customer to restart.
Solution Approach 2:
The system implements feedback loops where the claim staking manager continuously monitors transaction state across different SSTs. When a transaction cannot complete at the current SST, the manager receives feedback about the failure condition, automatically initiates a claim stake to transfer the transaction to an alternative SST, and updates the transaction state. This closed-loop feedback ensures continuous transaction progress without customer intervention.
3Loss of information
If enterprise staff need comprehensive visibility of all terminal transactions, then integrated monitoring systems are required, but system complexity and implementation costs increase
Solution Approach 1:
The claim staking manager serves multiple functions simultaneously: it enables teller assistance during SST transactions, provides staff visibility into transaction states across different terminals, manages resource allocation between SSTs, and handles transaction state synchronization. This multi-functionality achieves comprehensive information visibility without requiring separate specialized systems for each function, reducing overall system complexity.
Data Source
AI summary
A first resource is used for initiating a transaction on a first channel. A second resource of a second channel is identified to assist in a portion of the transaction. The second resource is claimed for the transaction and the portion of the transaction is routed to the second resource on the second channel for processing.