Conducting assisted self-service transactions where approval is needed
View Patent ↗A system for use in assisting a self-service transaction at a service facility includes an assisted self-service terminal configured for use by a customer in conducting a business transaction with the service facility and a notification mechanism configured to transmit a message indicating that a human representative of the service facility must take action before the business transaction can continue. The system also includes an interface component that allows the human representative to take action in connection with the transaction.
1. A system comprising:
a) an Automated Teller Machine, ATM, which allows a customer to conduct a transaction with a bank
b) a notification mechanism which transmits a message to the bank indicating that a human representative of the bank must give approval before the transaction can continue; and
c) an interface component that allows the human representative to give the approval to the ATM.
2. The system of claim 1 , in which the interface component resides at the ATM.
3. The system of claim 1 , in which the notification mechanism includes a teller terminal, remote from the ATM, through which the human representative monitors operation of the ATM.
4. The system of claim 3 , in which the notification mechanism includes a database system
i) that receives information from the ATM and
ii) that is accessible by the teller terminal.
5. The system of claim 3 , in which the notification mechanism includes a file-management system that receives information from the ATM and that is accessible by the teller terminal.
6. The system of claim 1 , in which notification to the human representative is initiated by the ATM.
7. The system of claim 6 , in which the notification mechanism includes a light positioned in a manner to be visible to the human representative when the human representative is standing away from the ATM.
8. The system of claim 1 , in which the interface component presents the human representative with an option to authorize the transaction, and in which the transaction does not complete without authorization.
9. The system of claim 1 , in which the interface component presents the human representative with an option to reject the transaction.
10. The system of claim 1 , in which the interface component presents the human representative with an option to transfer details about the transaction to a teller terminal remote from the ATM.
11. The system of claim 1 , in which, in connection with transmission of the message by the notification mechanism, the
ATM enters an assist mode that prevents the customer from completing the transaction.
12. A system according to claim 1 , in which a message indicating that approval is required is also transmitted to the customer at the ATM.
13. A method of operating an Automated Teller Machine, ATM, which is operated by a bank, comprising:
a) completing some transactions with customers of the ATM without approval of a human representative of the bank;
b) in at least one other transaction,
i) suspending the other transaction,
ii) notifying a human representative of the bank regarding the other transaction,
iii) receiving, at the ATM, approval from the human representative, and
iv) completing the other transaction after receiving the approval.
14. A method according to claim 13 , in which the other transaction is not allowed to complete without approval from the human representative.
15. A method of operating an Automated Teller Machine, ATM, which is maintained by a bank, comprising:
a) receiving a request from a customer for a transaction,
b) collecting data concerning the transaction,
c) if a predetermined condition occurs,
i) suspending the transaction,
ii) notifying a human representative of the bank,
iii) awaiting approval from the human representative,
iv) completing the transaction if approval is received, and
v) if approval is not received, sending some, or all, of the data to a teller station at the bank, without completing the transaction.