Remote ATM Diagnostic System Using Electronic Network Intermediary
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Solution Overview
Problem
Traditional methods for diagnosing and resolving issues with automated teller machines (ATMs) are inefficient, requiring on-site technicians to manually collect and communicate diagnostic data, leading to time-consuming and error-prone processes, especially as the number of ATMs increases.
Innovation Solution
A remote diagnostic system that establishes a communication link between a service location and an ATM, allowing for the transmission, analysis, and execution of action requests to gather and address diagnostic data without physically traveling to the machine, using a network management protocol and secure data transmission protocols to manage and authorize requests.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If field technicians are dispatched to inspect faulty ATMs to collect diagnostic data, then diagnostic data can be obtained from the device, but vast amounts of time and resources are consumed and the process is extremely prone to error
Solution Approach 1:
The ATM device automatically transmits diagnostic data and log information to the service location without requiring a field technician to physically visit the device. The system enables self-diagnostic capabilities where the ATM generates and sends its own diagnostic information through electronic communications networks, eliminating the need for manual data collection by technicians.
Solution Approach 2:
An electronic communications network acts as an intermediary between the ATM at the customer location and the service location. This intermediary enables the transmission of diagnostic data, action requests, and responses without requiring physical presence of technicians at the ATM, thereby reducing travel time and eliminating communication errors associated with verbal transmission.
2Loss of information
If field technicians verbally communicate fault data to in-house technicians, then diagnostic information can be transmitted, but the process is extremely prone to error
Solution Approach 1:
The patent replaces the mechanical/verbal communication system with an electronic digital communication system. Instead of technicians verbally transmitting fault data, the system uses electronic networks to automatically transmit diagnostic data and log information from the ATM to the service location, eliminating human error in communication while maintaining operational simplicity through automated processes.
Solution Approach 2:
The system creates an electronic copy of the diagnostic data and log information from the ATM and transmits it to the service location. This digital copying process replaces verbal communication, ensuring accurate reproduction and transmission of fault data without the errors inherent in human-to-human verbal communication.
3Ease of repair
If field technicians must travel back to the ATM to complete corrective actions, then faults can be cleared from the device, but additional time and resources are consumed
Solution Approach 1:
The system enables remote execution of corrective actions where action requests are transmitted electronically to the ATM and executed without requiring a field technician to travel to the device. The ATM receives and processes action requests remotely, clearing faults and completing repairs without physical technician intervention at the site.
Solution Approach 2:
The electronic communications network serves as an intermediary that enables the transmission and execution of action requests between the service location and the ATM. This intermediary allows corrective actions to be initiated and completed remotely, eliminating the need for technician round trips while maintaining the ability to clear faults from the device.
4Productivity
If more ATMs are deployed to meet customer demand, then service coverage increases, but the number of problems and faults requiring field technician attention increases
Solution Approach 1:
The system enables automated self-diagnosis and self-reporting for all ATMs in the network. Each ATM automatically monitors its own status, detects faults, and transmits diagnostic data to the service location without requiring field technician intervention. This scales efficiently to large numbers of ATMs, as the automated system handles monitoring and initial response for each device independently.
Solution Approach 2:
The system provides a universal platform that can monitor, diagnose, and manage faults across multiple ATM locations simultaneously. The electronic communications network and service location infrastructure serve all ATMs in the network, providing multi-functional capabilities that scale with the number of devices without proportionally increasing field technician requirements.
Data Source
AI summary
A system and method of obtaining diagnostic data from a device at a remote location in one embodiment includes establishing a communications link between a service location and a customer location remote from the service location, transmitting first diagnostic data from a device at the customer location over the communications link, receiving the first diagnostic data at the service location, generating an action request at the service location in response to the received first diagnostic data, transmitting the action request to the customer location, receiving the action request at the customer location, authorizing the received action request, obtaining second diagnostic data associated with the action request from the device, and transmitting the second diagnostic data to the service location.