U.S. patent application number 09/798407 was filed with the patent office on 2001-07-12 for interactive point access financial and information system.
This patent application is currently assigned to National City Bank. Invention is credited to Andreas, David L., Kjonaas, Donald W..
Application Number | 20010007332 09/798407 |
Document ID | / |
Family ID | 22957745 |
Filed Date | 2001-07-12 |
United States Patent
Application |
20010007332 |
Kind Code |
A1 |
Kjonaas, Donald W. ; et
al. |
July 12, 2001 |
Interactive point access financial and information system
Abstract
The invention relates to a remote interactive point access
banking and information system. Particularly, the invention
discloses an integrated set of platforms presenting various service
and transaction options to a customer. The invention enables a
customer to access personal account information, apply for a loan,
make commercial deposits and videoconference, in real-time, with a
bank representative at the main office. A software implemented in
preferably a mainframe computer provides direct access to the
bank's database to which a customer is able to connect to execute
transactions. One of the many aspects of the invention includes a
plurality of platforms integrated to provide the customer with a
full banking service such that the customer is enabled to access
and execute all major transactions including internet and fax
communications. The invention further provides the customer with
information regarding banking services, other investment and
finance related intelligence. The invention is modular and
expandable to be compatible to emerging technologies such as the
internet/intranet, cellular systems and high bandwidth digital
communications so that both individual and institutional customers
may be able to access full banking services from remote locations.
Further, the invention is expandable to enable customers to access
their account and execute transactions via the internet
worldwide.
Inventors: |
Kjonaas, Donald W.; (Dayton,
MN) ; Andreas, David L.; (Golden Valley, MN) |
Correspondence
Address: |
James H. Patterson, Esq.
Patterson, Thuente, Skaar & Christensen, P.A.
4800 IDS Center
80 South 8th Street
Minneapolis
MN
55402-2100
US
|
Assignee: |
National City Bank
|
Family ID: |
22957745 |
Appl. No.: |
09/798407 |
Filed: |
March 2, 2001 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
09798407 |
Mar 2, 2001 |
|
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|
09252834 |
Feb 19, 1999 |
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6223983 |
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Current U.S.
Class: |
235/379 |
Current CPC
Class: |
G07F 19/20 20130101;
G06Q 10/10 20130101; G06Q 20/04 20130101; G06Q 20/108 20130101;
G06Q 20/18 20130101 |
Class at
Publication: |
235/379 |
International
Class: |
G06F 017/60 |
Claims
What is claimed is:
1. An interactive point access financial and information system for
providing financial services and processing transactions wherein a
customer at a remote location from a bank is able to access and
execute a plurality of desired transactions including deposits,
withdrawals, loans and further exchange information with a bank
representative in real-time on a face-to-face basis, the system
comprising: a remote ATM, a depository and videoconferencing
device; a customer station; a bank representative station including
a central processor; and data, sound and image processing means
including interface means operably coupled to said customer
station, said bank representative station and said central
computer, said customer station including at least one data entry
port to initiate access and execute the plurality of desired
transactions including videoconferencing with a bank representative
at said bank representative station via said interface means and
said bank representative station and said central processor having
operable electrical and data communications with said data, sound
and image processing means to enable said bank representative to
interact with the customer in real-time and further provide the
customer access to said central processor.
2. The system of claim 1 further including an information source
incorporated therewith to provide third party information.
3. The system of claim 1 further including a call center
incorporated therewith to enable customer interaction with third
party product and service sponsors.
4. The system according to claim 1 wherein said ATM provides
interactive menus displayable on a screen to enable the customer to
execute said transactions.
5. The system according to claim 1 wherein said depository includes
a security box which is operable via command functions at said
ATM.
6. The system according to claim 1 wherein said depository includes
a security box which is operable via command functions at said bank
representative station.
7. The system according to claim 1 wherein said videoconferencing
device includes an interactive terminal with screen displayable
menus.
8. An interactive point access financial and information system for
processing transactions wherein at least one customer and a bank
are able to remotely exchange real-time data, sound and image to
process transactions based on the customer's choices, the system
comprising: a remote data, image and sound initiation device; a
customer station; a banking center including a bank representative
station and a central processor; and a plurality of data, sound and
image processing means including interface means operably coupled
to said customer station and said banking center, said customer
station including at least one data entry port to initiate access
and execute a plurality of desired transactions including
videoconferencing with a bank representative located at said bank
representative station via said interface means and said bank
representative station and said central processor having operable
electrical and data communications with said data, sound and image
processing means to enable said bank representative to interact
with the customer in real-time and further provide the customer
access to said central processor.
9. The system of claim 8 wherein said initiation device includes a
software program implemented in said central processor to perform
several interactive operations at an ATM platform, a
videoconferencing platform and a depository platform.
10. The system according to claim 9 wherein said software program
includes structured steps to enable said at least one customer to
communicate from a remotely located station with said banking
center.
11. The system according to claim 10 wherein said structured steps
include a set of menus to enable said at least one customer to
execute various transactions at said customer station.
12. The system according to claim 11 wherein said software program
includes interactive menus dedicated to an ATM, a videoconferencing
and a commercial depository platform.
13. The system according to claim 12 wherein said menu at the ATM
includes structured steps for cash withdrawal, balance enquiry,
fund transfers, financial profile, ticket dispensing options, and
operating a box at said commercial depository platform.
14. The system according to claim 13 wherein said structured steps
include steps for loans, deposits, services, investment, resource
tools, promotions and additional services access including the
option to interact with a banking representative in person.
15. A method of providing an interactive point access banking and
information system wherein a person at a remote location from a
bank is able to access and execute transactions and optionally is
able to hold a video-conferencing session with the bank
representative in real-time, comprising the system-implemented
steps of: providing a remote data, image and sound reception and
transmission platform; providing means for initiating contact with
the bank; providing means for alerting a bank representative to
respond to a videoconference call from the customer station; and
providing interface means for a two-way data transmission and
reception.
16. A remote interactive point access virtual financial and
information system including a virtual retail work station wherein
an ATM, a commercial depository, a videoconferencing and
information and transaction platforms are integrated to provide an
expandable interactive financial module, the system comprising: a
videoconferencing station; a commercial depository station; an ATM
station; a bank center; means for displaying information; a central
processor; said videoconferencing, said night depository, said ATM,
said bank center and said means for displaying information being in
communication with said central processor; and means for
communicating information and means for executing transactions
structured to cooperate with said videoconferencing station, said
night depository station, said ATM station, said central processor
and said bank center, interface means to access account information
and exchange data between said videoconferencing station, said
night depository, said ATM station, said bank center, said means
for displaying information and said computer.
Description
BACKGROUND OF THE INVENTION
[0001] 1. Field of the Invention
[0002] The present invention generally relates to a method and
apparatus for a remote interactive point access financial and
information system implemented to provide an integrated platform of
services including videoconferencing, a customized automated teller
machine (ATM) and commercial depository. The system provides a full
service virtual bank to a customer and enables transactional
engagement, remotely, on a demand basis at high levels of
availability, preferably, seven days a week, 24 hours a day.
Specifically, the videoconferencing unit is integrally implemented
to provide real-time, face-to-face sessions with a bank
representative based on audio-visual communications and interface
remotely initiable by the customer. More specifically, the system
enables the customer to access and execute all major transactions
on a demand basis including withdrawals, deposits, loans and
investment information and further serves as a medium for
information from multiple sources.
[0003] 2. Description of Related Art
[0004] The use of a remotely installed access banking center (ABC),
such as an ATM, is well known in the prior art. Particularly in the
last decade, ATMs have evolved as a preferred center for consumers
to remotely withdraw monies and execute specialized deposits. While
each ATM is tailored to comply with certain marketing and service
objectives of the proprietary institution the structural
organization including the technology of ATMs remain generally
familiar and unchanged.
[0005] It is well known that commercial banks operate in a highly
competitive environment. The popularity of ATMs has prompted a
proliferation of remote services including small staff offices
located in strategic consumer-frequented forums such as
supermarkets, theaters, shopping malls, airports and similar
locations. These small offices operate as extensions of the main
office and serve customers on site to execute various transactions
which are not normally handled by an ATM. Accordingly, the
competitive imperatives and consumer preferences impose an
increasing demand to access the full service of a personal bank, on
a year round 24-hour basis, at a remote location. In this regard,
the small extension offices are not only limited in number,
availability and the type of services they could provide but are
also labor intensive and not conducive to a broad network and
universal distribution of remote ABCs.
[0006] There is a paradigm shift in remote banking services. This
is primarily driven by technology and customers' preference to
execute personal banking and financial transactions at a place
close, for example, to their residence, work place, shopping,
entertainment and or travel location. High speed digital
communications including advances in data, image transfer/exchange
and the internet have empowered customers to have virtual access
and command of their bank and investment accounts. A more likely
future development is to enable customers to have remote access to
a full banking service via the internet. Yet another likely future
development may include the use of a digital cellular phone which
incorporates a modem and a PC function to remotely access full
banking services and may be a feasible medium for remote video
teleconferencing.
[0007] While some of these developing technologies are set to
change the nature of personal banking services, current methods
remain for the most part limited to ATMs and low level
technology-based peripheral services. For example the only current
method for a user/customer to access account information or to make
a transaction, is to call the bank via a phone or to use
Infobank.sup.SM.
[0008] Accordingly, there is a need to provide a remote banking
station with comprehensive features to enable timely and efficient
access for customers to banking services including provision of
information on investment and related products.
SUMMARY OF THE INVENTION
[0009] It is an object of the present invention to provide an
interactive point access financial services, transaction,
investment and information system structured to be modularly
expandable. The system preferably includes, inter alia, a remote
ATM, videoconferencing, information and data displays and
commercial depository platforms structured to enable a customer to
remotely access and execute a number of desired transactions
including deposits, withdrawals, loans and further interact with a
bank representative in real time.
[0010] It is yet another object of the invention to provide an
interactive point access financial and information system for
processing banking transactions to enable at least one customer and
a banker to remotely exchange real-time data, sound and image to
process transactions based on the customer's choices. The system
includes modularly structured and integrated platforms at the
customer station. These platforms are independently activated by
the customer to access and execute various transactions.
Specifically, the customer is able to access an ATM with customized
features, a night depository and a videoconferencing system.
Further, the remote station is equipped with interactive
information resources selectively operable by the remote
customer.
[0011] Yet a further object of the invention includes a virtual
financial services system including a virtual retail work station
wherein an ATM, a commercial depository, a videoconferencing
module, information and transaction platforms are integrated to
provide an expandable interactive banking module. The system is
operated by a computer-implemented software which enables direct
access to data and transactions by the customer. Specifically, the
customer is enabled to remotely process checking accounts, use a
cash card or check card, Charge a check.sup.SM, use
Infobank.sup.SM, check order/reorder, execute direct deposit
authorization, access saving account information and review
personal financial profiles. Further new account applications may
be submitted using a scanner. The scanner is also implemented to
remotely submit identification and similar information to enhance
remote security and promote remote processing of applications and
transactions which require personal identification. Accounts may be
opened with a zero balance. Deposits may be made through direct
deposit options or via the commercial depository with the original
documents from the account opening.
[0012] Another object of the present invention includes an
interactive video conferencing system which enables face-to-face
interview and conversation with a bank representative. The system
includes after hour message features which enable customers to
leave messages for future contact with bank representatives.
Generally, the videoconferencing system incorporates video and
sound processing systems including a telephone receiver, a scanner
and printer at the customer station. Further, at the representative
station in the bank, the video conferencing system includes an
alert system to indicate to the representative the presence of a
customer at the remote station, a video and sound processing
system, and a printer. The representative may assist the remote
customer in opening new deposit accounts, assist in direct deposit
capability, reorder checks, provide general information regarding
loans, forward loan application for completion, discuss additional
product offerings of the bank and answer customer service related
questions. The system also incorporate on screen information
regarding the bank's new products and services and further
incorporates a deposit and loan calculator. In the event the
representative is not available to the customer a menu option
presents a split screen to enable the customer to submit personal
data, such as email address for example, so that a banker may
contact the client at a later time.
[0013] It is yet another object of the present invention to provide
an ATM machine with enhanced features to cooperate with the other
elements of the invention. Some of the major features of the ATM
include cash withdrawal, deposits and provision of coupons for the
bank products or services. The ATM also includes enhanced features
such as dispensing event tickets, discount coupons or similar
promotional literature.
[0014] Yet another object of the present invention is to provide a
commercial depository with a primary use for corporate, business or
institutional depositors and a secondary use as a drop off for
original documents relating to consumer transactions such as
account application.
[0015] Specific advances, features and advantages of the present
invention will become apparent upon examination of the following
description and drawings dealing with several specific embodiments
thereof.
BRIEF DESCRIPTION OF THE DRAWINGS
[0016] FIG. 1A is a frontal elevation view and a plan view
presenting a modular structure of the present invention;
[0017] FIGS. 1B-1D represent a plan view of various arrangements
and outline of the platforms tailored to fit within a space
plan;
[0018] FIG. 2 is an elevation view of an enhanced ATM platform
embodiment in accordance with the present invention;
[0019] FIG. 3 is an elevation view of a commercial depository
platform embodiment in accordance with the present invention;
[0020] FIG. 4 is an elevation view of a videoconferencing platform
embodiment in accordance with the present invention;
[0021] FIG. 5 is a representative layout of the embodiment of a
station in the bank;
[0022] FIG. 6 is a conceptual outline of the implementation of the
present invention in a computer;
[0023] FIGS. 7A and 7B represent a flow chart of the high level
software logic for the enhanced ATM and the display at the monitor
respectively;
[0024] FIGS. 8A and 8B represent a flow chart of the high level
software logic for the videoconferencing system at the customer
station and the bank representative station, respectively;
[0025] FIGS. 9A, 9B, 9C, 9D and 9E represent new loan account
opening work flow process in accordance with the present
invention;
[0026] FIGS. 10A, 10B and 10C represent new checking account work
flow process in accordance with the present invention;
[0027] FIG. 11 is a flow chart representing the high level logic of
a commercial deposit; and
[0028] FIG. 12 is a flow chart representing the interface system
and high level logic of the present invention.
DESCRIPTION OF THE PREFERRED EMBODIMENT
[0029] The present invention provides a remote banking station to
enable customers to access full banking and financial services.
With reference to FIG. 1, the invention is modularly structured and
provides an enhanced ATM platform 10, a commercial deposit platform
12 and a videoconferencing platform 14. Each platform is
independently accessible to serve a plurality of customers. The
system is space and volume optimized to fit in malls, stores,
airports, hotels and any public places frequented by current or
potential customers.
[0030] A more detailed representation of customized ATM platform 10
is shown in FIG. 2. The platform includes ATM 16 and information
screen 18. ATM 16 includes a custom design screen with several
features. ATM 16 advantageously provides, inter alia, cash
withdrawal with receipt, deposit with receipt, balance enquiry for
checking or savings, and fund transfers between various accounts
including checking and savings. Information screen/monitor 18
provides continuous and customer responsive information relating to
stock quotes, time and temperature, news highlights, breaking news
(national and international), other bank specific information such
as rates, ads/posters, videos, product specials, promotions,
product service seminars and product data. Further, side panels 20
provide space for advertising and announcements. The displayed data
on screen 18 is preferably customer interactive and provides the
customer with options to select and review information as needed.
As will be discussed hereinbelow, data on screen 18 is preferably
updated from a central location and includes a capability to tailor
various market specific messages for simultaneous broadcast to
several remote bank stations at different locations. ATM 16
advantageously provides the customer with hitherto unavailable
options. For example, upon initiation by the customer, a
mini-statement showing deposits, checks cleared, ATM and electronic
transactions can be obtained. Further, ATM 16 is equipped to
advantageously dispense event tickets, promotional coupons and the
like at the customers' request. Furthermore, ATM 16 includes menus
that are internet/intranet compatible to enable the customer to
access accounts and conduct transactions as needed.
[0031] Referring next to FIG. 3, commercial deposit platform 12 is
shown. The platform includes commercial depository box 22 with
supplies. Screen 24 carries messages similar to that of screen 18.
In the alternate, screen 24 provides menu-driven commercial deposit
and related instructions including access to deposit accounts,
balance and status reports. Side panels 26 provide space for
deposit related advertisement and announcement and possible
expansion space for additional screens.
[0032] An elevation view of videoconferencing platform 14 is
depicted in FIG. 4. The platform includes sound and image
reception/transmittal portal 28. Portal 28 preferably includes a
monitor, a phone, a keyboard, printer, scanner and image processor.
The platform also preferably includes monitor 30 which is similar
to screens 18 and 24. The system preferably utilizes an ISDN
communications system or equivalent to send image and data from the
customer station to the bank. Location 32 is structured to house a
scanner and a printer for use by the customer to send/receive
documents. As will be discussed hereinbelow, the scanner and
printer at videoconferencing platform 14 enable document exchange
and transfer between the customer station and the bank
representative. Further document and paper storage and catch basket
34 is implemented to store paper, application forms and related
documents for use by the customer. Side panels 36 provide space for
advertisements, announcements and the like.
[0033] Videoconferencing platform 14 is one of the many innovative
features of the present invention. The customer is enabled, inter
alia, to interact with a bank representative face-to-face on a real
time basis. Like all the other platforms, videoconferencing
platform 14 includes a software system designed to provide
information and functionality as if the customer were engaged in a
face-to-face interaction with the remote bank representative. As is
disclosed hereinbelow, the software program logic is robust and
user friendly and provides the customer with various options to
access and choose among various bank services. Platform 14 also
includes interactive tools such as loan and deposit calculators,
for example.
[0034] Directing attention to FIG. 5, a remote representative
station 40 is shown. It is centrally located in the bank such as
assignees headquarters in Minneapolis. Station 40 preferably
includes a monitor 42 and keyboard 44 connected to a local area
network (LAN) system. Station 40 further includes video screen 46
and voice and image processor 48. Alert system 50 is preferably
integrated with video screen 46. Alert system 50 is preferably a
probe light, radio signal or equivalent and is implemented to alert
the bank representative of the presence of a customer at platform
14 requesting a videoconferencing session.
[0035] FIG. 6 depicts one embodiment of the underlying computer
system of the present invention. Computer 60 includes memory and
implemented software to operate the various data transfer and
transactional processes between the customer station or stations
and the bank. Computer 60 may preferably include a plurality of
servers forming a LAN network. Computer 60 is in operative
electronic connection with display 62 and mouse 64. The software in
the present invention is initiated by a menu driven command means
and the user/programmer is enabled to interact with the software
via keyboard 66 at the display 62 and mouse 66.
[0036] The embodiment of FIG. 7A depicts a high level logic flow
chart relating to customized ATM 16. The program is initiated at
logic step 70. Subsequently the program proceeds to logic step 72
where a menu is displayed. The menu may request the customer to
enter such data as may be deemed necessary to identify the
customer. The program advances to decision step 74 where it is
confirmed that all the necessary disclosure has been made or
entered. In the event the customer fails to comply with the menu
requirements, the program reverts back to pre logic step 72 where
after a predetermined number of trials a "please contact your
personal banker" message may be posted. If all the required
information is entered, the program logic proceeds to logic step 76
and displays a set of menus from which the customer is asked to
choose. One of the menu displays includes logic step 78 where a
cash withdrawal with a receipt option is displayed. Similarly
various other options such as balance inquiry 80, fund transfer 82,
financial profile 84, ticket or stamp dispensing 86 and control of
commercial depository box 22 and other features 88 are displayed.
The customer may choose one of these options. When the choice is
made, the program logic proceeds to logic step 90 where the
relevant data in the file may be accessed. Thereafter, the customer
is guided by sub-menus to execute the necessary and proper
transactional command under logic step 92 where the new transaction
is updated and saved in the file of computer 60 and the session is
terminated at logic step 100.
[0037] Directing attention to the embodiment of FIG. 7B, the flow
chart for the high level software program to manage the information
displayed on screen 18 is shown. The program logic is active
starting at logic step 102 where a 3rd party information such as
stocks, time and temperature, news highlights and breaking news may
be displayed. Third party information is generally complementary
and NCB may attach a disclaimer or limited liability on financial
information originating from such third parties. Under subsequent
logic step 104 the program may over ride or suppress the display
under logic step 102 to promote the bank's own information as shown
under logic step 106. For example in this step, the assignee of the
present invention, National City Bank (NCB), may display/broadcast
NCB rates, product specials, service and seminars to customers at
various remote locations. When, NCB utilizes this feature, the
program logic proceeds to decision step 108 where the program logic
confirms whether to send/broadcast the same message or tailor
messages to be sent to different customer locations. If the
decision is to broadcast the same message to all customer
locations, the program logic proceeds to logic step 110 and the
message is sent to all the locations. The information may also be
updated under logic step 112. The program logic advances to
decision step 114 to check if the updated message should be sent to
all customer locations. If the decision is to simultaneously
broadcast the message to all remote centers the program logic
proceeds to do so under logic step 116 and the session terminates
under logic step 118 from where it may revert back to logic step
102. In the alternate, if under logic step 108 the decision is not
to broadcast to all customer stations, the program logic proceeds
to decision block 120 where it would be decided whether to tailor
the information to each and/or a group of customer stations. If
such decision is not made, the program reverts back to logic step
102. If however, it is directed to tailor the information, the
program logic advances to logic step 122 where the tailored
information is broadcast to the specified customer stations. The
session ends under logic step 124 and the program logic may then
revert back to logic step 102. Similarly if under decision step 114
the updated information is not to be sent to all customer stations
the program reverts back to logic step 102 and will resume to
display the third party information.
[0038] Referring to the embodiment of FIG. 8A, a high level
software logic flowchart of the videoconferencing platform 14 is
shown. Videoconferencing platform 14 is a customer connection
engine and brings financial service to as near to a
person-to-person banking as possible regardless of the location of
the customer. The videoconferencing software logic is remotely
initiated by the client under logic step 130. The screen at portal
28 displays a set of menus under logic step 132. The menus, inter
alia, are displayable under different headings to direct the
customer to various sub menus and transactions. Accordingly, menu
step 134 displays and relates to loans, menu step 136 relates to
deposits and menu step 138 relates to services. Similarly,
investment options and instructions are given under menu step 140,
resource tools under menu step 142, face-to-face interview with a
banker is triggered under menu step 144 and promotional information
and literature is reviewed under menu step 146. Further, additional
services, e-mail, internet access and call center connections may
be accessed under menu step 148. These menus may be displayable on
a split screen segregating, for example, bank transactions from
investment options and related information.
[0039] As described hereinabove, menu step 148 includes menus such
as E-mail, internet and intranet connections tailored to enable the
customer to access personal financial data directly and conduct
various financial transactions as needed. More specifically, menu
step 148 is implemented to provide functional options, inter alia,
to enable the remote banker to open commercial depository box at
remote commercial depository platform 12 and allow the customer to
deposit documents. Menu step 148 may also be used to implement
additional options thus making the system of the present invention
highly flexible to host additional features.
[0040] After a menu is selected for execution, the program logic
proceeds to decision step 150 where it is ascertained if a
selection is made by the customer. If a selection is found to be
made the program logic proceeds to logic step 154 where a sub-menu
is displayed for the selection. It should be noted that the program
logic allows the user to exit a "current " or "subsequent" logic
step at any time to contact a "live person" or a banker under the
over-ride logic step 152. Assuming the customer does not want to
interact in-person with a banker, the program logic proceeds to
logic step 156 and executes the selection. Ultimately, the program
is terminated under logic step 158 and either reverts back to a
static subroutine status just before logic step 132 or invites the
customer to exit and ask a banker under logic step 152, go to split
screen menu under logic step 148 or sign off. In the event no
selection is made under decision step 150, the program logic
proceeds to decision step 160 where the customer is invited to
browse for information. If the customer chooses to browse, the
program logic proceeds to logic step 164 and a set of menus is
displayed. The program logic invites the customer to exit the
browse function at any time under decision step 164. When the
customer elects to exit, the program logic proceeds to logic step
166 where it reverts back to logic step 132 and enters a static
subroutine. In the alternate, the customer is invited to either
exit and ask a banker under logic step 152, go to split screen menu
under logic step 148 or sign off.
[0041] The embodiment of FIG. 8B shows a high level logic flow of
the software for a face-to-face interview with a remote banker.
Specifically when the customer elects to interrupt any logic step
in the program of FIG. 8A and exits to ask a banker under override
logic step 152, ask a banker logic step 170 is concurrently
initiated. The system proceeds to logic step 172 where an
indicator/alarm is activated under logic step 172. As discussed
hereinabove, the alarm is to alert the remote banker of the
presence of a client requesting a person-to-person interview. The
program logic proceeds to decision block 173 to check if a banker
is available. If a banker does not respond within a preset time
interval, the logic advances to logic step 175 where a message
including instructional menus are displayed at the customer
station, platform 14. The message menu may include a questionnaire
for the customer to leave personal information for later contact by
a bank representative. It may also include invitation to access
intranet data for instructions to process specific transactions.
The menu may also provide a button to access other services under
logic step 148. Subsequently the program logic proceeds to logic
step 174 to begin videoconferencing. The program advances to the
next stage of displaying menus for loan account under logic/menu
step 176, checking account under menu step 178 and other questions
and transactions under menu step 180. If the remote customer elects
a loan account under logic step 176 the program proceeds to logic
step 182 to follow the loan account procedure. Similarly, choices
under logic step 178 and 180 proceed to checking account procedure
under logic step 184 and bank guidelines under logic step 186,
respectively. The face-to face interview with the remote banker is
terminated under logic step 188.
[0042] The embodiment of FIGS. 9A-9D depict the assignee's
preferred procedure to process a new loan account under logic step
176. The procedure enables the customer to complete all
transactions via videoconferencing. Specifically, when the customer
decides to have a face-to-face interview with a bank
representative, the customer approaches videoconferencing platform
14 and initiates ask a banker menu under logic step 170.
Subsequently the remote bank representative is alerted and the
videoconference is started under logic step 174. Assuming that the
customer wants to initiate a loan account under logic step 176, the
loan account procedure of FIGS. 9A-9D will be followed under logic
step 182. Accordingly, the bank representative ascertains if the
customer is interested in opening a loan product; if not the
customer is directed to the relevant product/service. When the loan
account option is elected, the representative will discuss loan
features to determine the appropriate loan product. The bank
representative can also provide information regarding collateral
support, loan to value and payment scenarios for the customer.
Thereafter, the bank representative may ask if the customer is
interested in completing an application. If the customer declines,
the bank representative will print information regarding loan
alternatives and the customer will get the printout at the remote
videoconferencing platform 14. The representative may request for
the customer's name and telephone number for follow-up purposes.
The customer may communicate the required personal data in person
or may enter the data using a split screen data entry menu
preferably using menu step 148. In the alternate if the customer
decides to complete an application, the bank representative would
ask if the customer has a National City Bank deposit account. The
representative would explain that to receive a loan or a rate
incentive, the customer must also have a National City Bank
checking account and if the customer has no such account a deposit
application will be printed at platform 14 for the customer to
complete and scan back to the bank representative.
[0043] Yet another alternate procedure would be for the customer to
access an application menu via a split screen, under menu step 148,
and electronically transfer the application/documents to the
representative at the bank. This is typically done by providing a
set of menus on a split screen and may also be used when the bank
representative is not available to attend to the customer's
application at platform 14.
[0044] The application may be submitted by the customer using the
scanner provided at platform 14. In certain cases, the customer may
need to deposit the application in commercial depository 12. The
representative will remotely open box 22 for the customer to
deposit the documents. As discussed hereinabove, the customer may
also enter the required information on the split screen in
accordance with the menu and guide provided under menu step 148. If
the customer returns to platform 14 with a completed application,
the bank representative will provide instructions on how to scan
the completed application. If the supporting information is
voluminous, the customer may need to deposit it in box 22 and the
banker will remotely open box 22 to allow the customer to deposit
the documents in commercial depository 12.
[0045] Generally, when an application is scanned and submitted to
the banker via the scanner, the banker reviews the application and
informs the customer that the application will be reviewed within a
short time, preferably not more than 48 hours, and the customer
will be contacted by NBC. Subsequently, the banker may ask the
customer if there are any other additional information needed and
logs in the information regarding the receipt of the application
for risk management log system and the session is terminated. In
the event the customer is unable to establish contact with the
banker, the application may be deposited in one of the drop off
boxes of commercial depository 12. The application is then
forwarded to the banker to be entered in the risk management log
system. Thereafter, the application goes through a review and
underwriting process. Generally this involves a review of the
application for content and completeness. The reviewed application
is forwarded to the risk manager. If the loan is approved, the risk
manager forwards the packet to the relationship developer who will
contact the customer to inform the approval and to schedule a
closing time. Thereafter, the final documents will be prepared for
the closing. If the loan is not approved, the risk manager prepares
a denial notice and the relationship developer will communicate the
information to the customer.
[0046] During the approval communication with the borrower, the
relationship developer may suggest closing alternatives depending
upon the scope of the transaction. The closing may be conducted in
person, by mail or via videoconferencing. If videoconferencing is
selected, all the borrowers are requested to be at the remote
station on a specified time and date. The identification of the
borrowers including other required documents are scanned and
submitted to the banker. The banker reviews the documents and
instructs the borrower to sign the documents and scan them to bank
station 40. The banker will then instruct the borrower to deposit
the original in commercial depository 12 which will be picked up by
a courier in due time. When the original copies of the signed
documents are secured, the loan funding process is initiated and
the information is communicated to the borrower (see FIG. 9E).
[0047] The embodiment of FIGS. 10A-10C depict the assignee's
preferred procedure to process the opening of a new checking
account under logic step 178. The procedure enables the customer to
complete all transactions via videoconferencing. Specifically, when
the customer decides to have a face-to-face interview with a remote
bank representative, the customer approaches videoconferencing
platform 14 and initiates an ask a banker menu under logic step
170. Subsequently the remote bank representative is alerted and the
videoconference is started under logic step 178. Assuming that the
customer wants to initiate a checking account under logic step 178,
the new checking account procedure of FIGS. 10A-10C will be
followed under logic step 184. Accordingly, the bank representative
ascertains if the customer is interested in opening a checking
account and if not the customer is directed to the relevant
product/service. When the new checking account opening option is
elected, the bank representative discusses account features to
determine the appropriate account type. Additionally, the
representative checks to see if the customer has adequate time to
open an account contemporaneously. If not, a blank deposit
application and additional package, as needed, is printed by the
bank representative for collection by the customer at platform 14.
The representative may also schedule a follow-up session for
opening the new account.
[0048] In the alternate if the customer is ready to open a checking
account, the bank representative will request the customer to place
a personal identification on the scanner. Thereafter, the bank
representative will interview the customer and proceeds to complete
the application. Subsequently, when the application is completed,
the bank representative forwards the application to the customer at
platform 14. The customer signs the applications and scans it back
to the bank representative. A screen presentation is displayed for
the customer to review while the bank representative calls Chex
Systems or equivalent. The representative checks to see if the
customer has a record on Chex Systems. In the event a record is
found, the representative reconnects with the customer and explains
that an account could not be opened because of a Chex Systems
record. Alternately, if the customer has no record on Chex Systems,
the bank representative processes the application and informs the
customer of other products such as, for example, charge-A-check,
ATM or Check Card. Subsequently, the customer may select all or
some of the products suggested and the bank representative prints
out all the relevant documents to be received at platform 14.
[0049] Before the customer signs all the papers and submits them
via the scanner, the bank representative ascertains whether the
account is individual or joint. If the account is individual, the
customer is required to sign the documents as needed and scan them
back to the bank representative. The original documents are then
placed in one of the boxes of commercial depository 12. If the
documents need to be deposited in box 22, the bank representative
can remotely open box 22. If the account is a joint account, the
customer signs a temporary card and scans it back to the bank. The
original documents need to be signed by an additional signer and
upon completion are required that they be mailed to the bank or
placed in night deposit 12. In either case, the bank representative
discusses options of funding the account. Some of the funding
options which may be discussed include ACH payroll, check deposited
with original documents in box 22 or open with a zero (or premium)
balance. Subsequently, the customer selects the preferred deposit
method and also executes a check order selection. A check order
selection may be accessed by initiating a type of checks menu
displayable on a split screen under logic step 148.
[0050] Finally, the bank representative thanks the customer for
banking with NCB and ends the session. Thereafter, the bank
representative follows NBC's established procedures to complete the
account opening process including the preparation and mailing of a
welcome letter to the client.
[0051] Referring now to FIG. 11 a high level software logic flow
chart for commercial depository 12 is shown. The program begins at
logic step 70 where the customer initiates ATM 16. Subsequently,
the program proceeds to logic step 72 where a menu is displayed.
The menu may request the customer to enter such data as may be
deemed necessary to identify the customer. The program advances to
decision step 74 where it is confirmed that all the necessary
disclosure has been made or entered. In the event the customer
fails to comply with the menu requirements, the program reverts
back to pre logic step 72 where after a predetermined number of
trials a "please contact your personal banker" message may be
posted. If all the required information is entered, the program
logic proceeds to logic step 76 and displays a set of menus from
which the customer is asked to choose. To activate commercial
depository 12, the customer would choose the commercial deposit
option under logic step 88. Subsequently, a deposit process is
initiated under logic step 190. After the customer enters the
amount of deposit box 22 is opened for a specified period of time.
The customer should be able to open box 22 and place the deposit
inside within the allocated time. The program checks the "box open
timer" under decision block 192. If the timer has timed out, the
box is automatically locked under logic step 193. In the alternate
if the timer has not timed out, the program logic advances to
decision block 195 where the system is checked for a malfunction.
If no malfunction is noted, the program logic reverts back to logic
step 190 and the customer is required to insert his/her card and
activate the "box open timer". If after a preset number of trials,
the box fails to open, a "please contact the banker" message will
be posted on the screen at ATM 16. In the alternate, if a system
malfunction is detected, security alert is posted at the bank under
logic step 196. Accordingly, after the system is checked and the
problem rectified the system alarm is reset under logic step 198.
Generally, customers who routinely use the commercial depository
box 22 are issued a different type of card which is keyed to open
box 22 via ATM 16. Thus, the customer will use the card to enter
the amount of deposit and as well to open the box. Further, as
described hereinabove, a bank representative is also able to open
box 22, under logic step 148, remotely to allow viodeoconference
customers to deposit documents which may be too large to scan.
[0052] Referring now to the embodiment of FIG. 12, a block diagram
representing the operational interface enhanced ATM platform 10,
commercial depository 12, videoconference/platform 14 and
information display 15 are shown. These modules are interfaced via
interface 17 which includes a data, image and software interface
system with operable electronic connections to central computer 60
at the bank. Bank representative station 40 and call center 41 are
also connected to interface 17. Accordingly, the modules comprising
customer and bank station are integrated and structured to provide
the many advantages and advances of the present invention. As
discussed hereinabove, information 15 includes 3rd party
information such as internet, news etc. Further it includes
information from the bank, and provides access to bank related news
and services. Moreover, call center 41 is a customer service or
equivalent platform available to provide third party services such
as insurance, travel, investment and similar services which are of
general interest to the customer. For example, information source
15 may display a certain service of interest and call center 41 is
able to host all orders and questions related to that service.
Furthermore, the customer may interact with call center 41 via
portals 18, 24 and 30 to purchase the services from the third party
sponsor.
[0053] While the preferred embodiments of the present invention
have been shown and described, it will be obvious to those skilled
in the art that changes, variations and modifications may be made
therein without departing from the present invention in its broader
aspects.
[0054] Thus, although the present invention has been described with
reference to preferred embodiments, workers skilled in the art will
recognize that changes may be made in form and detail without
departing from the spirit and scope of the invention in its broader
aspects and, therefor, the aim in the appended claims is to cover
such changes and modifications as fall within the scope and spirit
of the invention.
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