U.S. patent application number 12/881958 was filed with the patent office on 2011-03-10 for personal teller system and method of remote interactive and personalized banking.
This patent application is currently assigned to UGENIUS TECHNOLOGY, LLC. Invention is credited to Eugene P. Pranger.
Application Number | 20110060685 12/881958 |
Document ID | / |
Family ID | 35515177 |
Filed Date | 2011-03-10 |
United States Patent
Application |
20110060685 |
Kind Code |
A1 |
Pranger; Eugene P. |
March 10, 2011 |
PERSONAL TELLER SYSTEM AND METHOD OF REMOTE INTERACTIVE AND
PERSONALIZED BANKING
Abstract
Systems and methods for providing personalized services to
remote customers using personal teller machines (PTM) from a
centralized call center. The customer initiates the transaction
providing identification at a PTM. The identification of the
customer is verified and audio and/or video communication is
established between the customer at the PTM and a teller at a
teller station in the call center. Upon establishment of video and
audio connection, the customer may request the performance of
specific financial transactions that are controlled by a teller
through the teller station that is connected with the PTM over a
network. Upon completion of the transactions of the customer by the
teller, a receipt is printed for the customer and the video and
audio connections are closed.
Inventors: |
Pranger; Eugene P.; (Alpine,
UT) |
Assignee: |
UGENIUS TECHNOLOGY, LLC
Sandy
UT
|
Family ID: |
35515177 |
Appl. No.: |
12/881958 |
Filed: |
September 14, 2010 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
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10880849 |
Jun 30, 2004 |
7814016 |
|
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12881958 |
|
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Current U.S.
Class: |
705/42 |
Current CPC
Class: |
G06Q 20/108 20130101;
G06Q 40/02 20130101; G06Q 20/1085 20130101; G07F 19/20
20130101 |
Class at
Publication: |
705/42 |
International
Class: |
G06Q 40/00 20060101
G06Q040/00 |
Claims
1. A personal teller machine for connecting remote customers to a
service provider to provide personal interactive services, the
personal teller machine comprising: a camera programmed to capture
video data and transmit the video data to one or more teller
stations; a microphone programmed to capture audio data and
transmit the audio data to the one or more teller stations; a
display programmed to receive and display video data sent from the
one or more teller stations; a speaker programmed to receive and
play audio data sent from the one or more teller stations; a coin
dispenser and a bill dispenser programmed to selectively dispense a
mix of bills and individual coins upon receiving instructions from
the one or more teller stations sent in response to a request of
the customer made at the personal teller machine; and a keypad
programmed to allow the customer to select and perform
services.
2. The personal teller machine as recited in claim 1, further
comprising a currency acceptor programmed to receive and store cash
and checks from the customer.
3. The personal teller machine as recited in claim 1, further
comprising a biometric device programmed to capture one or more
forms of identification from the customer.
4. The personal teller machine as recited in claim 1, further
comprising a scanner programmed to capture one or more images and
transmit the one or more images to the one or more teller
stations.
5. The personal teller machine as recited in claim 4, wherein the
one or more images comprise a driver's license.
6. The personal teller machine as recited in claim 1, further
comprising a customer transaction screen that is programmed to be
controlled by the one or more teller stations.
7. The personal teller machine as recited in claim 1, further
comprising a handset programmed to allow a customer to audibly
communicate with the one or more teller stations.
8. The personal teller machine as recited in claim 1, further
comprising an electronic signature pad programmed to capture and
transmit a signature of the customer to the one or more teller
stations.
9. A system for connecting remote customers to a service provider
to provide personal interactive services, the system comprising: at
least one personal teller machine located in at least one location
remote from a call center, the at least one personal teller machine
being programmed to both send and receive at least one of audio
data and video data; at least one teller station located in the
call center, the at least one teller station being programmed to
both send and receive at least one of audio data and video data
from the at least one personal teller machine; wherein the at least
one teller station is integrated with a service providers' system
and programmed to access an account owned by a customer and verify
the account balance, transfer funds to or from the account,
withdraw funds directly from the account, and deposit funds
directly into the account; wherein the at least one teller machine
is programmed to selectively mix bills and individual coins to be
remotely dispensed to the customer at the at least one personal
teller machine in response to a request of the customer made at the
personal teller machine; and at least one server connected with the
at least one personal teller machine and the at least one teller
station, wherein the at least one server is programmed to connect
the at least one personal teller machine in at least one of audio
communication and video communication with the at least one teller
station at the call center.
10. The system as recited in claim 9, wherein the at least one
personal teller machine further comprises an electronic signature
pad.
11. The system as recited in claim 10, wherein the at least one
teller station is programmed to display a signature entered
remotely on the electronic signature pad at the at least one
personal teller machine.
12. The system as recited in claim 9, wherein the at least one
personal teller machine is programmed to receive and store cash and
checks.
13. The system as recited in claim 9, wherein the at least one
personal teller machine further comprises a keypad, and is further
programmed to allow a customer to select and perform services using
the keypad.
14. The system as recited in claim 9, wherein the at least one
personal teller machine is programmed to dispense currency,
including at least bills and individual coins.
15. The system as recited in claim 9, wherein the at least one
personal teller machine further comprises: a monitor that displays
a customer transaction screen; a card reader; a receipt printer; a
scanner; and a bill acceptor.
16. The system as recited in claim 9, wherein the at least one
personal teller machine further comprises a customer transaction
screen that is programmed to be controlled by the at least one
teller station.
17. The system as recited in claim 9, wherein the at least one
personal teller machine further comprises a biometric device
programmed to identify a customer.
18. A method for providing personalized interactive services to
remote customers from a call center, the method comprising:
receiving a call from a personal teller machine associated with a
service provider, the call initiated by a customer; connecting the
personal teller machine in audio and video communication with a
teller station at the call center; receiving a request from the
customer at the personal teller machine for a withdrawal of a
specified mix of bills and individual coins; verifying that an
account of the customer with the service provider has adequate
funds; selecting at the teller station one or more buttons to
selectively mix one or more of $100.00 bills, $20.00 bills, $10.00
bills, $1.00 bills, and to selectively mix one or more individual
500 coins, 250 coins, 100 coins, or 10 coins to meet the request of
the customer; and selecting at the teller station one or more
buttons to remotely cause the personal teller machine to disperse
the selectively mixed bills and individual coins to the customer at
the personal teller machine.
19. The method as recited in claim 18, further comprising
performing one or more additional transactions identified by the
customer.
20. The method as recited in claim 19, wherein performing one or
more additional transactions identified by the customer further
comprises receiving a check from the customer and scanning a front
and back of the check.
21. The method as recited in claim 18, further comprising storing
the call in a caller queue.
22. The method as recited in claim 21, further comprising serving
each call in the caller queue in turn to one or more teller
stations at the call center.
23. The method as recited in claim 18, further comprising scanning
a form of identification at the personal teller machine and
transmitting an image of the form of identification to the teller
station.
24. The method as recited in claim 23, wherein the form of
identification comprises a driver's license.
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This application is a continuation of prior U.S. patent
application Ser. No. 10/880,849 filed on Jun. 30, 2004, and
entitled "PERSONAL TELLER SYSTEM AND METHOD OF REMOTE INTERACTIVE
AND PERSONALIZED BANKING." The contents of the above-referenced
patent application are hereby incorporated by reference in their
entirety.
BACKGROUND OF THE INVENTION
[0002] 1. The Field of the Invention
[0003] The present invention relates to systems and methods for
providing remote services. More particularly, embodiments of the
invention relate to providing personal and interactive services
between a customer located in a retail location and a service
provider located in a remote centralized call center.
[0004] 2. Background and Relevant Art
[0005] Financial institutions face a number of challenges in
providing banking services to their customers. One of those
challenges is providing fast, personal, and economically efficient
service to their customers. Traditional walk-up teller windows
provide personal service, but are often slow for the customer and
an economically inefficient solution for the financial institution.
Because of the peaks and valleys of customer demand throughout a
day, financial institutions often have of idle tellers.
[0006] In an attempt to reduce staffing costs, financial
institutions turned to installing automated teller machines (ATM),
both at the financial institution itself as well as in a variety of
retail locations. The latest ATM's are capable of addressing a wide
variety of a customers financial transaction needs. However, ATM's
do not address the desire of many customers to have a
personal/human relationship with their financial institution.
[0007] Other attempts to provide more efficient yet personal
human-to-human banking have been made. For example, Remote Teller
Systems have been developed that allow for closely located (up to
400 feet away) tellers to handle multiple customer transactions
using pneumatic tubes for transference of checks and other
materials between the customer and the teller. Although this system
enhances economic efficiency for the financial institution, the
tellers are still required to be closely located to the customer
and the tellers can still only serve one branch's customers. Thus,
the financial institution will still face teller idleness
associated with the peaks and valleys of customer demand on that
particular branch.
[0008] Although banking methods are continuously diversifying,
nearly 80% of people still use a branch at least occasionally and
58% of people feel that branch transactions will continue to be a
main method of contact with their bank in the coming years. In
general, 68% of people who visit a branch for their banking needs
do so to have personal/one to one contact and 35% of people visit a
branch because they like to know whom they are dealing with.
Financial institutions will continue needing fast, personal,
economically efficient service for customers. In other works,
personal service and economic efficiency are two key yet seemingly
conflicting elements to performing bank services.
BRIEF SUMMARY OF THE INVENTION
[0009] These and other limitations and problems are overcome by
embodiments of the present invention, which relate to systems and
methods for providing personal services. Embodiments of the
invention are capable of fulfilling the need of financial
institutions for fast personal human-to-human service in an
economically efficient and viable manner. One aspect of the present
invention allows a customer to effectively participate in any
financial transaction normally accomplishable with a traditional
walk-up teller arrangement while allowing the teller involved in
the transaction to be located at a separate centralized location
where the teller can serve multiple retail locations.
[0010] In one embodiment, a system includes PTMs that are
geographically dispersed. Each PTM is connected with a server
computer that receives calls or broadcast messages from the PTMs
when a customer initiates a transaction. The calls are placed in a
caller queue. The server then notifies tellers at the call station
that a call from a customer is available through the teller
machines of the tellers.
[0011] When a teller accepts a call, the teller typically has
control of the transaction. The ID provided by the customer is
verified and audio and/or video communication is established. The
audio communication and video communication can occur over the same
network or over different networks. For example, a video feed may
include the video and/or audio data. Alternatively, the audio data
may occur over the telephone network while the video data is
transmitted over the Internet.
[0012] Thus, the PTM includes a handset and a camera to generate
the audio and video data transmitted to the teller machine and the
teller machine has similar components to provide the customer with
audio/video data of the teller. This enables the customer to
request transactions audibly, for example, that are performed
remotely by the teller.
[0013] The PTM has other components to facilitate transactions
including, but not limited to, a display for displaying a customer
transaction screen that includes details about the transaction.
This provides visual verification to the customer regarding details
of the transaction. The customer transaction screen is typically
adapted to the specific transaction. The PTM may also have a
document acceptor to receive documents, a scanner to scan images of
the documents that are then transmitted to the teller machine for
visual inspection by the teller. The PTM also includes a bill
acceptor, a change dispenser, an electronic signature pad, and
other components that enable multiple transactions to be completed
in a personalized manner.
[0014] The customer receives a personal service from a teller. The
financial institution that controls the call center can reduce
costs by consolidating tellers into a single location. Thus, the
number of tellers is reduced, teller idle time is also reduced, and
as a result, efficiency is improved while still providing a
personal service to customers.
[0015] Additional features and advantages of the invention will be
set forth in the description which follows, and in part will be
obvious from the description, or may be learned by the practice of
the invention. The features and advantages of the invention may be
realized and obtained by means of the instruments and combinations
particularly pointed out in the appended claims. These and other
features of the present invention will become more fully apparent
from the following description and appended claims, or may be
learned by the practice of the invention as set forth
hereinafter.
BRIEF DESCRIPTION OF THE DRAWINGS
[0016] In order to describe the manner in which the above-recited
and other advantages and features of the invention can be obtained,
a more particular description of the invention briefly described
above will be rendered by reference to specific embodiments thereof
which are illustrated in the appended drawings. Understanding that
these drawings depict only typical embodiments of the invention and
are not therefore to be considered to be limiting of its scope, the
invention will be described and explained with additional
specificity and detail through the use of the accompanying drawings
in which:
[0017] FIG. 1 is a general schematic view of the Personal Teller
System which includes, in this embodiment, several PTMs located at
multiple retail locations, a server having a caller queue, and
several teller stations located in a centralized call center;
[0018] FIG. 2 is a general schematic showing how the PTM and teller
station are connected and the components of the PTM and teller
station;
[0019] FIG. 3 is a general view, in perspective, showing a
preferred embodiment of the Personal Teller Machine as part of the
invention system;
[0020] FIG. 4 is a view of a customer transaction screen shown on a
display to a customer at a PTM during a transaction;
[0021] FIG. 5 is a view in detail of a display at the teller
station during a transaction that includes a teller transaction
screen;
[0022] FIG. 6 is a process chart showing the initial steps of
various financial transactions using the PTM and includes customer
identification;
[0023] FIGS. 7-8 are a process chart showing an example of a funds
transfer transaction shown partially in FIG. 6;
[0024] FIGS. 9, 10 and 11 illustrate an example of a withdrawal
transaction shown partially in FIG. 6; and
[0025] FIGS. 12 and 13 illustrate an example of a check deposit
transaction shown partially in FIG. 6;
[0026] FIGS. 14 and 15 illustrate an example of a cash deposit
transaction shown partially in FIG. 6;
[0027] FIGS. 16, 17, and 18 illustrate an example of check cashing
transaction shown partially in FIG. 6; and
[0028] FIG. 19 an exemplary view of the display of a PTM before a
customer initiates a transaction.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0029] The present invention relates to systems and methods for
providing remote services. The present invention is further related
to systems and methods for providing personal interactive banking
services. Embodiments of the invention enable a service provider
such as a bank to increase the efficiency of employees and still
provide personal service to customers.
[0030] FIG. 1 is a block diagram illustrating embodiments of the
invention as well as an environment for implementing embodiments of
the invention. FIG. 1 illustrates a call center 100. Tellers 102,
106, and 110 work at the call center 100. Each teller can operate a
computer that typically includes a caller queue indicator such as
the caller queue indicators 104, 108, and 112. The call center 100
is connected over a network to a server 114. The server 114
maintains a caller queue 116.
[0031] The server 114 is also connected to one or more personal
teller machines (PTMs) 120, 124, which are located at retail
locations 118, and 122, respectively. In this example, customers
use the PTMs 120, 124 to perform transactions with their financial
institution. Embodiments of the invention enable the transactions
to have a personal aspect by causing the customer to interact with
a teller at the call center 100. This interaction can be at least
audial and/or visual.
[0032] The PTMs 120, 124 at the retail locations 118, 122 are
usually remotely located from the call center 100 and from each
other. Embodiments of the invention enable a financial institution
(or other provider) that maintains the call center 100, however, to
provide customers with a personal experience while reducing their
own costs at the same time. As previously described, the customers
that a single branch can serve are limited and the tellers employed
at that branch may experience idle time when no customers are
present. By consolidating the tellers at the call center 100, the
tellers not limited to serving customers at a particular geographic
location. As a result, the call center can increase the efficiency
of the tellers, thereby reducing costs.
[0033] In an exemplary method for providing services to customers,
a server 114 typically receives a request or call from a PTM 121
over a network such as the Internet, a telephone network or other
wired and/or wireless network. The request is initiated by a
customer that interacts with the PTM 121 to begin a transaction.
The server 114 places the request or call in a caller queue 116 and
provides this information to the call center 100 over a similar
network. Each teller at the call center 100 may have a caller queue
indicator such that each customer is served in turn.
[0034] When a teller 102 selects a call or request from the queue
116, then a connection can be established between the PTM being
used by the customer and a computer of the teller 102. The
connection may or may not occur through the server 114. Typically,
the connection includes a video link that enables the customer to
see and hear the teller. The teller may also be able to see and
hear the customer over the video link. In another embodiment, the
audio link and the video link may be separate links. In this
example, the transaction is initiated by the customer at a PTM 121,
but the PTM 121 is thereafter controlled by the teller at the call
center.
[0035] At the teller machine, the customer can then select an
appropriate transaction that is transmitted to the teller. The
teller can process the transaction and the customer is provided
with verification that the transaction occurred. Advantageously,
the customer has a personal interaction with the tellers of the
financial institution and the tellers at the call center are able
to serve customers at geographically dispersed locations,
[0036] Thus, the present invention relates to systems and methods
for providing personal interactive banking services (i.e.
withdrawals, cash and check deposits, funds transfers, cashing of
checks, etc.) between a customer located in a retail location (i.e.
tradition financial institution, grocery store, airport, mall,
college campus, corporate center, manufacturing plant, stand alone
kiosk, etc.) and a teller located in a centralized teller/call
center.
[0037] Each PTM is independently accessible to serve multiple
customers. The PTM platform is space and volume optimized to fit in
traditional financial institutions, 24 hour vestibules, grocery
stores, airports, malls, college or university campuses, corporate
centers, manufacturing facilities, stand-alone kiosks, and any
public places frequented by current or potential customers. The
PTMs allow the remotely located tellers to service customers at
multiple retail locations from one centrally located call
center.
[0038] FIG. 2 is a block diagram that illustrates another
embodiment of a PTM and of a teller station at a call center. In
this embodiment, the PTM 200 includes various components 201 that
enable a customer to use the services provided by a bank. The PTM
200 includes components 201 that include, by way of example and not
limitation, a hand set 202 for audio communications, a display 204
for visual communications, an identification scanner 206, a check
scanner 208, a digital signature pad 210, a receipt printer 212, a
cash dispenser 214, a video camera 218, an interface 220, a
fiberglass shroud 222, a trash receptacle 224, a counter 226, down
lighting 228, a display 230, a marketing display area 232, a
magnetic strip card reader 234, a key pad 236, and a bulk not
acceptor 238. These components 201 enable a customer to have a
personal experience with a teller at the teller station 250 while
enabling the customer to remote perform transactions.
[0039] The teller station 250 has components 251, by way of example
and not limitation, that include a head set 252, a display 254, a
key board 256, an interface 258, and a video camera 260. The teller
station 250 and the PTM 200 also include a computer that can each
communicate with the server 240 over a network. The components 201
of the PTM 200 and the components 251 of the teller station 250 may
be integrated with a computer or may connect with the computer to
provide the indicated functionality.
[0040] When a customer initiates a connection or call with a
teller, the PTM 200 connects with the server 240 and the call is
placed in the caller queue 242 as previously described. The caller
queue is accessed in turn by the tellers. Thus, the customer is
connected with a teller and the components 201 and the components
251 enable the customer to have a personal experience with a
teller. For example, the video camera 218 and the video camera 260
enable the customer to view the teller and the teller to view the
customer. Audio can be similarly transmitted via the hand set 202
of the customer and the head set 252 of the teller. Other of the
components 201 are used, for example, to identify the type of
transaction, verify the customer's identify, receive payments
(currency, checks, coin, etc.), and the like or any combination
thereof.
[0041] FIG. 3 illustrates a perspective view of a PTM 300 and is an
example of the PTM 200 shown in FIG. 2. A fiberglass shroud 372
generally forms the fascia structure of the PTM 300. The PTM 300
incorporates an illuminated indication sign 340 as well as a large
merchandising display 344 lit by under-mounted lighting 342. Both
the indication sign 340 and the merchandising display 344 serve to
attract customers to the PTM 300 and as aesthetic enhancers.
Countertop 354 facilitates customer ease of transaction by
providing customer with a hard surface to write on as well as to
place small items such as a purse or wallet. A waste receptacle
opening 360 provides a convenient and safe place for disposal of
any customer trash. An electronic signature pad 356 located on the
solid surface countertop 354 in this example allows for customer
signature authorization in transactions requiring such.
[0042] Other aspects of the PTM 300 include a telephone style
handset 364 for audio communication as well as a display screen 368
for video communication and presentation or video confirmation of
the transaction. Display screen 368 displays a customer welcome
screen 1902, an example of which is shown in FIG. 19, until a
customer initiates an identification process or other transaction.
A customer identification process can be initiated by customer
inserting an identification card into ID scanning slot 366. The
customer ID is returned to customer immediately after scanning the
ID in through ID return opening 362. The customer can also initiate
an identification process by swiping a card in a magnetic card
swipe or other suitable manner. The PTM 300 is adaptable to other
current and future forms of customer identification including
finger print scanning and other biometric identification means.
[0043] Customer identification causes PTM 300 to send a call to a
centralized call center via the PTM interface, server and caller
queue. A teller at the call center accepts the call by selecting
the appropriate function key. The teller's acceptance of the call
creates audio and/or video links between the customer at the PTM
300 and the teller in the call center. A video image of the
customer is generated by camera 370 and a similar camera generates
a video image of the teller at the teller station that is
transmitted to the PTM 300 and displayed to the customer. Upon
creation of the audio and/or video connection between the customer
and the teller, display 368 changes from a welcome screen to a
customer transaction screen such as shown in FIG. 4.
[0044] One example of a customer transaction screen, as illustrated
in FIG. 4, is divided into several different presentation windows
and areas. Window 476 is the teller and financial institution
window and includes several smaller windows. The teller and
financial institution window is labeled as such in the title bar
494. Live video images of the teller are shown to the customer on
window 496 while a still image of the teller may be shown in a
separate still image display window 480. Teller video images are
generated by a camera located at the teller station. The teller's
name may appear in the name display window 478 to help customers
have a greater feeling of personalized service. The financial
institution affiliated with the PTM can place advertisements and
other marketing messages in the marketing message area 402 of the
teller financial institution window 476. The
advertisement/marketing messages found in area 402 can be
customized for the particular customer using customizing software.
The financial institution can place its logo or name in the
financial institution name area 400. The scrolling text window 498
may display a variety of scrolling text messages for the customer
to view during any waiting periods of the transaction. Scrolling
messages could include sports scores, news, stock market listings,
advertisements or other information. Other aspects of the customer
transaction screen are described in the context of transactions
initiated by the customer.
[0045] An example of a teller transaction screen 500 is shown in
FIG. 5. A video image of customer as generated by a camera 370 is
shown to the teller in the live video window 504 of the teller
transaction screen 500. The teller transaction screen 500 may be a
user interface that enables the teller to select appropriate
functions by clicking, for example, on the appropriate button(s).
For example, the teller can use the "Mix Bills" buttons and the
"Mix Coins" buttons to selectively mix bills and coins to be
remotely dispensed to the customer to meet a request of the
customer. An image of the customer name and identification can be
shown to the teller by teller's selection of the "show ID" function
button on the teller transaction screen. This allows the teller to
give a personal greeting to the customer upon connection of the
audio and video link. The customer uses the handset 364 for audio
communication with the teller while the teller audio communication
is done using the headset component of the teller station.
[0046] Upon establishment of an audio and/or video connection
between the teller and customer, the customer may verbally request
desired transaction(s). For example, the customer may request the
withdrawal of a specified mix of bills and coins. The PTM is
capable of performing nearly all over-the-counter type teller
transactions including, but not limited to, depositing checks and
cash, transference of funds between accounts, withdrawal of funds,
and cashing of checks. The teller selects the customer's desired
transaction from among the function button of the teller
transaction window. In this example, the transaction is controlled
by the teller after being initiated by the customer.
[0047] Embodiments of the invention enable a connection to be
established between geographically dispersed customers and a call
center of a service provider. Using this connection, the service
provider can remotely provide personal services. A system generally
operates as follows. A customer approaches a PTM and identifies
himself or herself using identification such as, but not limited
to, a ID card, a numeric code, a biometric, and the like.
[0048] When the PTM recognizes a customer desires to engage in a
transaction, a message is broadcast or a call is made to a central
call center. As previously described, the broadcast message or call
may be stored on a server that communicates with stations at the
call center and with the geographically dispersed PTMs.
[0049] Any teller can answer the broadcast message or call. The
name of the customer, which was acquired from the ID provided by
the customer, is displayed to the teller and makes the transaction
more personal. Upon accepting the message or call, a video of the
teller is broadcast to the PTM. The video may be streaming video,
for example, and may include an audio channel. A similar video
and/or audio stream corresponding to the customer is also
transmitted or broadcast to the teller. In this manner, the
customer and teller are in audio and or video communication. In
other words, the PTM sends audio and video data to the teller
station and the teller station sends audio and video data to the
PTM.
[0050] As indicated, the customer can simply speak into a handset
or a microphone to identify the service or transaction desired. The
teller can verify the transaction at the same time.
[0051] Once a transaction is selected, the teller typically
controls the flow of the transaction and may request the customer
to perform certain actions. For example, the teller can ask the
customer to insert a check into a scanner, insert cash into a bill
acceptor, and the like. The PTM can make images of various
documents including identification and checks and transmit these
images to the teller for verification. A signature pad is provided
for the customer to sign and provide written verification that they
agree with the specifics of the transaction. A receipt is also
printed.
[0052] At the PTM, a customer transaction screen, which is
displayed to the customer, often is configured to reflect the
transaction being performed. A deposit, for example, corresponds to
a customer transaction screen that includes details of the deposit.
The information shown on the customer transaction screen for a
withdrawal will be adapted accordingly.
[0053] For example, if the customer desires to deposit a check, the
teller selects deposit from among the various transaction
functions. FIGS. 6 through 18 illustrate exemplary methods for
providing personalized banking services and includes exemplary
transactions. One of skill in the art can appreciate, however, that
embodiments of the invention are not limited to financial
transactions and that embodiments of the invention are not limited
to a financial institution. Embodiments of the invention may be
practiced in other types of services, including, but not limited
to, sale of goods and services (tickets, etc.).
[0054] Embodiments of the invention often begin by establishing a
connection between a customer and a teller such that a personal
transaction may occur. In this example, establishing a connection
begins when a customer inserts an identification card 601 into a
PTM. The PTM generates an image of the identification card 602 and
then returns the identification card 603 to the customer. Next, the
PTM initiates a call to a central call center 604, typically
through a server. As previously described, the call of the customer
is often placed in a caller queue at a server and the queue is then
served to the tellers at the call center and each call is answered
in turn. Next, a teller answers the incoming call 606.
[0055] After the call is answered, an audio and/or visual
connection is established between the customer and the teller 607.
The teller can examiner or validate the identification 608 of the
customer by reviewing an image of the identification card sent by
the PTM. If the identification card is not valid 609, the procedure
is rejected 610 and the call disconnected. If the identification
card is valid 609, then the customer can indicate the type of
service 611 the customer desires. The customer can inform the
teller of the type of service by speaking into the handset, by
selecting from a user interface, and the like. In this example, the
ability to proceed with a transaction or service is typically
controlled by the teller. Thus, a customer can request the service
611 and the teller can select the desired service using a control
available, for example, through the teller's control panel 612
(such as the teller transaction screen) or through a user
interface.
[0056] In the context of banking services, exemplary services or
transactions 613 may include, but are not limited to, transfers,
withdrawals, check deposits, cash deposits, and check cashing. In
other embodiments, one of skill in the art may appreciate other
types of transactions including loans or other banking services.
Other transactions, depending on the nature of the service provider
maintaining the call center can also be performed in accordance
with the present invention.
[0057] In this example, a process chart of the check deposit
transaction is diagramed on FIGS. 6, 12 and 13. A teller asks the
customer to insert a check into the check scanner 102 of the PTM
and the PTM prompts 1204 the customer to insert the check. A
customer inserts check 1206 into check scanner slot 358 (see FIG.
3) and a scanner generates an image of both the front and back of
the check 1208. The check is than retained in the PTM for further
processing. The image of the check is transmitted to the teller
1210 and the teller can view image of scanned check by selecting a
"show check" function. Selection of the show check function button
causes a window to open showing the image of both the front and
back of the scanned check. This allows the teller to verify the
amounts and signature of the check 1212. If the customer used the
scanned ID method of identification then the teller can verify
customer signature on the endorsed check against the scanned ID
image. The customer can also view the scanned check 490, (see FIG.
4) or other scanned item, in the scanned item window 488 of the
customer transaction screen. Often, the scanned check is displayed
on the customer interface screen in the scanned items window 1214.
The scanned item window is labeled as such in the scanned item
window title bar 492.
[0058] Selection of the desired transaction by the teller causes
the appropriate transaction slip 484 to appear in the transaction
slip window 482 of the customer transaction screen. The transaction
slip window is labeled as such in the transaction slip title bar
486. After viewing the amount on the check, the teller can verify
amount with the customer and then enter the appropriate amount on
the appropriate transaction form shown in the teller transaction
1216. The values entered in the form by the teller appear on the
customer deposit slip 484 to allow the customer visual verification
of the amount on the customer transaction screen and to follow the
transaction process 1218.
[0059] The customer then has the opportunity to request cash back
1302 from the deposited check. If the customer does request cash
back, the teller asks for the amount and optionally a specified mix
of cash desired back 1320 and enters the amount on the transaction
form when the customer responds 1322. The teller enters the amount
of cash back 1324 on the control panel or using the teller
transaction screen and the amount shows on the customer transaction
screen 1326. The teller then requests verify the amount 1328, 1330
and then asks that customer sign the electronic signature pad 356
for authorization of the requested cash. The customer's signature
appears in the scanned item window 488 of the customer transaction
screen as well as on the teller transaction screen. After the
customer s signature is received, the teller can dispense cash,
which may include a specified mix of cash, by selecting the
"dispense cash" button on the teller transaction window. Dispensed
cash appears in the cash dispensing slot 352 and the PTM still
image window 480 then displays a customer reminder to pick up the
dispensed cash. The teller causes the PTM to print a receipt 1332.
The PTM prompts the customer to take the receipt 1334. The customer
takes the receipt from the PTM 1336. The teller closes the
transaction including at least the audio and/or video feed 1338.
The PTM returns to a welcome screen 1340.
[0060] If the customer does not desire cash back 1304 then the
transaction process would continue as follows. The teller would ask
the customer to verify all transaction details including the amount
of deposit 1306. Upon customer verification of the transaction
details 1308, the teller can complete the transaction by selecting
the appropriate function keys from the teller station keyboard.
Customer then has the option of requesting further transactions of
the teller. If customer does request further transactions, teller
then performs the requested transactions.
[0061] Upon completion of the last requested transaction teller
causes a receipt 1310 containing all of the transactions by
selecting the print receipt function button from the teller
transaction screen. Receipt is printed and appears in receipt slot
348 for customer pick-up. PTM then displays customer reminder to
pick up receipt 1312 in the still image display window 480. The
customer then takes the printed receipt 1314 and the teller closes
the transaction. Closing of the transaction by the teller causes
the video and audio connection between the PTM and the teller
station to be closed 1316. Upon the closing of the transaction, the
PTM display screen 368 returns to its initial welcome display
1318.
[0062] Cashing of a check is similar to depositing a check, with
one difference being that all of the check's value is returned to
the customer. The process of a check cashing transaction is
diagrammed beginning in FIG. 6 and continuing on FIGS. 16, 17, and
18. The PTM enables a customer to cash a highly diverse range of
check values including cashing checks to the exact amount. This is
accomplished using a coin dispenser. Coins are dispensed into coin
compartment 350.
[0063] In a check cashing transaction, the teller asks the customer
to insert a check into a check scanner 1602. The customer inserts
the check into the check scanner slot 1604. A scanner generates an
image of both the front and back of the check 1606. A check image
is transmitted to the teller and displayed on the teller
transaction screen 1608 or control panel. The teller verifies the
check 1610.
[0064] After verification, the teller displays the scanned check on
the customer interface screen 1612. The teller enters the amount of
the check using the control panel 1614. The amount entered by the
teller appears on the customer transaction screen and on the teller
transaction screen 1616. The teller has the customer verify the
amount 1618 and the customer verifies the amount 1620.
[0065] Next, the teller requests the customer's signature 1702 and
the PTM prompts the customer for the signature 1704. The customer
signs on the signature pad 1706 and the signature appears on the
teller transaction screen 1708. The signature may also appear on
the customer interface screen 1710. The teller may verify the
signature against the customer's ID 1712. Then, the teller causes
the PTM to dispense cash 1714 and the PTM prompts the customer to
take the cash 1716. After the customer retrieves the cash from the
PTM 1718, the teller causes the PTM to print a receipt 1802. The
PTM prompts the customer to take the receipt 1804 and the customer
takes the receipt 1806. The teller then closes the transaction as
well as the audio and/or video links 1808 and the PTM returns to
the welcome screen 1810.
[0066] A process chart diagramming a cash deposit transaction is
shown beginning in FIG. 6 and continuing in FIGS. 14 and 15. After
customer identification procedure and selection of the a cash
deposit transaction as described previously, the teller asks the
customer to insert cash into the note depositor 1402 and the
customer inserts cash 1406 into PTM via a bulk bill acceptor slot.
The bulk bill acceptor allows for single and multiple quantities of
bills to be inserted into the PTM for deposit all at once. The bulk
bill acceptor quantifies the dollar value of the bills 1408 and
communicates this value to the teller via the server 1410. Teller
than verifies this value with the customer and the causes the
amount to display on the customer transaction screen 1412.
[0067] Similar to the check deposit transaction, a deposit slip 484
would show in the customer transaction slip window 482 and the
values entered by the teller would appear on the deposit slip 484.
The teller asks the customer to verify the amount of the deposit
1414. After verification by the customer 1416 of the deposit
amount, teller then completes the transaction. The customer then
has the option of requesting further transactions of the teller. If
customer does request further transactions, teller then performs
the requested transactions.
[0068] Upon completion of the last requested transaction, the
teller causes a receipt containing all of the transactions
performed with the customer to be printed 1418 for the customer by
selecting the print receipt function button from the teller
transaction screen. The receipt is printed and appears in receipt
slot 348 for the customer. PTM then displays a customer reminder to
pick up the receipt 1420 in the still image display window 480. The
customer takes the printed receipt 1422 and the teller closes the
transaction 1502. Closing of the transaction by the teller causes
the video and audio connection between the PTM and the teller
station to be closed. Upon the closing of the transaction the PTM
display screen 368 returns to its initial welcome format 1504.
[0069] A funds transfer transaction begins with the customer
identification procedure previously described. A process chart
diagramming a funds transfer transaction is shown beginning in FIG.
6 and continuing to FIGS. 7 and 8. After customer identification is
complete, the teller asks the customer to select 702 the account
from which he wishes to transfer funds and the account to which he
wishes to transfer funds. The customer responds 704 and the teller
selects the desired action using appropriate function keys 706. The
funds transfer transaction slip appears 708 in the customer
transaction slip window 482 of the customer transaction screen. The
customer informs the teller 710, 712 of the desired amount of
transfer and the teller enters values onto the transaction form
714. The customer can view and verify amounts 716 on the customer
transaction slip 384. After the customer verifies the transfer
amount to the teller 718, 720 and both the origination and
destination accounts are correct, the teller performs the
transaction 722. The customer then has the option of requesting
further transactions of the teller. If the customer does request
further transactions, the teller then performs the requested
transactions. Otherwise, the teller causes the PTM to print a
receipt 802. The PTM prompts the customer to take the receipt 804.
After the customer takes the printed receipt from the PTM 806, the
teller closes the transaction 808, which ends the audio and/or
video links, and the PTM returns to the welcome screen 810.
[0070] A withdrawal transaction begins with the standard customer
identification procedure previously described. An example of a
withdrawal transaction begins on FIG. 6 and continues to FIGS. 9,
10, and 11. After the customer identification is complete, the
customer selects the account from which he or she wishes to
withdraw funds 900, 902. The teller selects the desired action 906
from the function keys. The withdrawal slip appears 908 in the
customer transaction slip window 482. The teller asks the customer
the amount of the withdrawal 910 and the customer informs 912 the
teller of the desired amount of the withdrawal. The teller verifies
the availability of funds and enters value onto a transaction form.
The teller enters the amount of the withdrawal 914 and the amount
appears on the customer interface screen and/or on the teller
interface screen 916. The customer can view and verify amounts on
the customer transaction slip 384. The teller then requests that
the customer sign 922 the electronic signature pad 356 for
authorization of the requested cash. The PTM prompts the customer
for the signature 1002 and the customer signs his or her name on
the signature pad 1004. The customer's signature appears 1008 in
the scanned item window 488 as well as on the teller's transaction
screen. After the customer's signature is received, the teller
verifies the signature against the customer's ID 1010. The teller
can dispense cash 1012 by selecting the "dispense cash" function
from the teller transaction window. Dispensed cash appears in the
cash dispensing slot 352 and the PTM still image window 480 then
displays a customer reminder 1014 to pick up the dispensed cash.
The customer retrieves the cash 1016 and the customer then has the
option of requesting further transactions of the teller. If
customer does request further transactions, teller then performs
the requested transactions. Otherwise, the teller causes the PTM to
print a receipt 1018 and the PTM prompts the customer to take the
receipt 1020. The customer takes the receipt 1102 and the teller
closes the transaction 1104 as well as the audio/video links or
feeds. The PTM returns to the welcome screen 1106.
[0071] The systems and methods described herein provide a fast,
efficient, and personalized means for performing financial
transactions. Embodiments of the invention allow for nearly all
walk-up-teller type transactions while maintaining a personal
transaction feel. At the same time, the costs associated with
staffing a financial institution are reduced. Costs are reduced,
for example, because the tellers are consolidated at a call center.
Fewer tellers are required to service more customers. The tellers
are likely to be more efficient because they are serving a greater
geographical area and are less likely to experience periods when no
customers are present, as may occur at branch locations.
[0072] It is to be understood that the above-referenced
arrangements are illustrative of the application for the principles
of the present invention. It will be apparent to those of ordinary
skill in the art that numerous modifications can be made without
departing from the principles and concepts of the invention as set
forth in the claims.
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