SST Management System Prioritizing Attendant Interventions
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Solution Overview
Problem
Retailers face challenges in managing Self-Service Terminals (SSTs) due to the need for timely intervention in multiple transactions, which can lead to customer frustration and increased fraud risk, as a single attendant must handle multiple interruptions simultaneously without effective prioritization tools.
Innovation Solution
A system that utilizes machine-learning algorithms and video analysis to prioritize interventions at Self-Service Terminals, providing a queue of actions for the attendant to address in order of priority, allowing remote monitoring and reducing the need for the attendant to constantly switch between terminals, thereby minimizing fraud and customer wait times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a single attendant manages multiple SSTs simultaneously, then the retailer can reduce staffing costs and increase self-service capacity, but the attendant cannot timely address all interruptions leading to customer frustration and increased fraud risk
Solution Approach 1:
The patent introduces an automated intervention management system that acts as an intermediary between multiple SSTs and a single attendant. The system receives transaction data from SSTs, identifies interruptions requiring attendant attention, determines expected actions, assigns priorities, and presents a prioritized queue to the attendant. This intermediary system processes and filters information, enabling the attendant to effectively manage multiple SSTs without being overwhelmed by simultaneous interruptions.
2Reliability
If the attendant focuses on fraud detection, then security is improved, but customer service quality deteriorates due to delayed response to transaction interruptions
Solution Approach 1:
The patent segments the attendant's attention and tasks into prioritized categories based on transaction interruption severity. The system divides monitoring responsibilities by assigning different priority levels to various interruptions, allowing the attendant to systematically address critical issues first while maintaining awareness of overall transaction status. This segmentation enables balanced attention to both fraud detection and customer service needs.
3Reliability
If multiple SSTs are monitored simultaneously without prioritization, then comprehensive monitoring is achieved, but the attendant experiences burnout and effectiveness decreases
Solution Approach 1:
The patent implements dynamic priority assignment that adapts to changing transaction conditions. The system continuously evaluates transaction data and adjusts the priority of interruptions in real-time, allowing the most critical issues to rise to the top of the queue. This dynamic approach ensures comprehensive monitoring of all SSTs while providing the attendant with a constantly updated prioritized workflow that maintains effectiveness even as transaction patterns change.
Data Source
AI summary
Two or more simultaneous conditions occurring during two or more Self-Service transactions that require a response from an attendant of a management terminal are evaluated in real time. A suggested or an expected response of the attendant for each transaction is determined based on the evaluation. A priority for each expected response relative to the other expected responses is determined based on the evaluation. A queue of the expected responses in priority order is provided in real time to the management terminal for action on the expected responses in the priority order by the attendant.