Self-Service Video Transaction Device with Dynamic Agent Routing
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Solution Overview
Problem
Traditional ATMs lack the functionality to perform certain transactions that require human interaction, limiting their capabilities compared to banking centers.
Innovation Solution
Integration of video and audio functionalities into self-service devices to enable a wider range of transactions, including video agent assistance for user inquiries and errors, with features like video authentication and language preference support, allowing for both automated and assisted transaction modes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If video and audio functionalities are integrated into self-service devices, then transaction capabilities are enhanced, but device complexity increases
Solution Approach 1:
The self-service transaction device is enhanced with video and audio functionalities to perform multiple functions including video agent assistance, video authentication, and language preference support. This allows a single device to serve both traditional automated transactions and assisted transactions, increasing versatility without requiring separate devices.
Solution Approach 2:
The patent combines video processing components, audio processing components, and traditional ATM functionalities into a single integrated system. The video processor and audio processor work together with the transaction processing system to provide unified assisted self-service capabilities, reducing the need for multiple separate systems.
2Ease of operation
If video agent assistance is provided, then user experience is improved, but wait time may increase
Solution Approach 1:
The system maintains self-service capabilities for transactions that do not require video agent assistance, allowing users to complete simple transactions independently. Video agent assistance is offered as an optional enhancement rather than a mandatory step, reducing wait time for users who can handle transactions autonomously.
Solution Approach 2:
The system provides video agent assistance selectively based on transaction complexity and user preference, rather than requiring it for all transactions. This partial application of assisted service optimizes the balance between user experience improvement and wait time minimization.
3Reliability
If multiple video agent terminals are deployed, then service availability is improved, but system cost increases
Solution Approach 1:
Each video agent terminal is designed to handle multiple types of transactions and serve multiple self-service devices, maximizing the utilization of each terminal. The system dynamically routes users to available terminals based on current load, ensuring efficient use of resources while maintaining high service availability.
Solution Approach 2:
The system monitors the status and availability of video agent terminals in real-time and uses this feedback information to manage user routing and provide status messages to users. This feedback mechanism allows the system to optimize terminal utilization and inform users of current service availability without requiring excessive terminals.
4Reliability
If video authentication is implemented, then security is enhanced, but processing time increases
Solution Approach 1:
The system performs video authentication in advance of the actual transaction processing. User verification is completed during the initial connection phase with the video agent, allowing subsequent transaction steps to proceed without repeated authentication delays. This preliminary verification streamlines the overall process while maintaining security.
Data Source
AI summary
While performing or initiating a transaction with a self-service video transaction device, a user may interact with a video agent and a terminal associated therewith. Video and/or audio functionalities may be enabled or disabled based on a length of a wait time to connect to a video agent. If the wait time exceeds a predetermined threshold, video and/or audio functionalities may be disabled, and the self-service device may generate a display indicating that video and/or audio functionalities are unavailable. If the wait time does not exceed the predetermined threshold, video and/or audio functionalities may be enabled, and the self-service device may generate a display indicating that video and/or audio functionalities are available. Also, on-site assistance features are provided that may allow for additional functionality to be provided to a user of the self-service video transaction device or other type of transaction device.