Dynamic Video Resource Allocation for Financial Transaction Queues
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Solution Overview
Problem
Customers of financial institutions face inconvenience due to long wait times when conducting transactions at bank tellers or traditional ATMs, as they often require physical visits and may experience delays in accessing video transaction services.
Innovation Solution
A system and method that dynamically allocates video resources by classifying transactions based on visit time thresholds, prioritizing requests, and managing queues to reduce wait times through a controller that connects users to available video agents, thereby optimizing the allocation of video transaction resources across multiple machines.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If video transaction resources are allocated statically, then system simplicity is maintained, but user visit times increase beyond acceptable thresholds
Solution Approach 1:
The patent implements dynamic resource allocation where the controller continuously monitors visit times at multiple video transaction machines and adjusts request routing in real-time based on current system state. This dynamic approach allows the system to adapt to changing conditions and maintain visit times within thresholds while managing complexity through automated control algorithms.
Solution Approach 2:
The system incorporates feedback mechanisms by monitoring actual visit times at each video transaction machine and using this information to make intelligent routing decisions. The controller receives feedback about system performance and adjusts resource allocation accordingly, creating a closed-loop control system that optimizes user visit times while maintaining manageable complexity through data-driven decisions.
2Loss of time
If video transaction requests are distributed evenly across all machines, then load balancing is achieved, but visit time thresholds may be exceeded at high-demand locations
Solution Approach 1:
The patent applies local quality by treating each video transaction machine differently based on its specific performance characteristics and current load conditions. Instead of uniform distribution, the system routes requests to specific machines based on their individual capabilities and current state, allowing each location to be optimized for its specific conditions while maintaining overall system efficiency.
Solution Approach 2:
The system dynamically changes routing parameters based on monitored performance metrics. By adjusting which machine receives which request based on real-time visit time data and threshold compliance, the system optimizes both threshold adherence and processing efficiency through parameter-based decision making rather than fixed allocation rules.
3Productivity
If multiple video transaction machines are deployed, then service capacity increases, but coordination complexity and resource management difficulty increase
Solution Approach 1:
The patent implements a universal controller that manages multiple video transaction machines through a standardized interface and common resource pool. This multi-functional controller handles routing, monitoring, and allocation across all machines, allowing the system to scale capacity while managing complexity through a unified management architecture that can serve multiple machines with a single control system.
Data Source
AI summary
Video transaction machines (VTMs) facilitate communications and transactions between customers of a financial institution and video transaction resources, such as video agents, by establishing a video session between a VTM and a video agent workstation. After a computing device of the financial institution receives information identifying the customer, VTM, or VTM location requesting the services of a video agent, the computing device may place the customer in one or more virtual queues based on an overall visit time at the VTM location. In order to maintain a visit time at the VTM location below a predetermined visit time threshold, the controller may prioritize transactions at VTMs with longer visit times over transactions at VTMs with shorter visit times.