Proxy Server for Real-Time SST Transaction Context
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Solution Overview
Problem
The integration of Self-Service technologies in enterprises can lead to poor customer experience and loyalty due to inadequate in-person support, especially in automated settings like ATMs, where staff lacks context about customer transactions, making it difficult to provide efficient assistance.
Innovation Solution
A system and method for onsite automated customer assistance that involves a server acting as a forward and transparent proxy between Self-Service Terminals (SSTs) and the host system, enabling bi-directional communication and real-time monitoring of customer interactions, allowing staff to provide timely and informed support without compromising security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If Self-Service technology is integrated into enterprise storefronts, then cost cutting and consumer throughput are improved, but in-person service availability deteriorates and consumer loyalty is compromised
Solution Approach 1:
A server acts as an intermediary between the Self-Service Terminal and the host system, capturing communication session information and making it available to staff members. This intermediary enables staff to access real-time transaction context without requiring direct integration into the automated terminal workflow, thus maintaining high throughput while ensuring reliable in-person service when needed
2Productivity
If staff is reduced due to Self-Service options, then cost cutting is achieved, but the ability to provide timely assistance to consumers deteriorates
Solution Approach 1:
The system performs preliminary action by capturing and storing communication session information from the Self-Service Terminal before staff members need to assist consumers. This advance preparation ensures that when staff arrive to provide assistance, they already have the necessary context about the consumer's transaction, eliminating delays and reducing the number of staff needed while maintaining high service quality
3Loss of time
If automated storefronts are set up to accommodate consumers, then time and cost savings are achieved, but consumer confidence in using ATMs deteriorates due to lack of support
Solution Approach 1:
The system provides feedback to staff members about the real-time state of consumer transactions through the server monitoring communication sessions. This feedback mechanism enables staff to respond timely to consumer needs, providing the necessary support and confidence that consumers need when using ATMs, while maintaining the time efficiency of automated transactions
4Extent of automation
If staff does not have context about customer transactions, then automated operation is maintained, but the quality of assistance provided by staff deteriorates
Solution Approach 1:
The server acts as an intermediary that captures information from the automated terminal's communication sessions and makes it available to staff members. This preserves the automated operation of the terminal while preventing information loss, as the server bridges the gap between the automated system and human staff, ensuring staff have full transaction context when providing assistance
Data Source
AI summary
Methods and a system for automated onsite customer assistance are provided. A customer operating a Self-Service Terminal (SST) onsite of an enterprise establishes a communication session with a host system. Information passed between the SST and the host system is relayed to a device operated by a clerk that is also onsite. A real-time determination is made as to whether the customer is in need of assistance of the clerk during the communication session.