Consumer progress monitoring
View Patent ↗Methods and a system for consumer progress monitoring are provided. A third-party consumer application executing on a Self-Service Terminal (SST) is monitored, without modifying the third-party consumer application, for progress updates. The progress updates are sent to a server and pushed to a device of clerk for monitoring a communication session between a consumer operating the SST and a host system.
1. A method of monitoring progress of a customer at a Self-Service Terminal (SST), the method comprising:
monitoring, by a monitor agent executing on a processor of the SST, an application executing on the SST, the application processing a transaction on the SST;
establishing a hook, by the monitor agent, into the application to listen to a communication port through which the application receives and provides communications as the application is executing on the SST;
deducing, by the monitor agent, a state of the application, wherein deducting further includes detecting, by the monitor agent, patterns in screens that are rendered as output by the application to a display of the SST during execution of the application;
communicating, by the monitor agent, the deduced state of the application to a monitoring device; and
provisioning, by the monitor agent, SST assistance based on the monitoring and the deducing, and facilitating processing progress or the transaction being processed on the SST by the application through the assistance.
2. The method of claim 1 , wherein monitoring further includes listening to the communication port associated with the application to detect data of at least one of: entering and leaving the application.
3. The method of claim 1 , wherein deducing further includes parsing at least one field and data transmitted from the application.
4. The method of claim 1 , wherein deducing further includes detecting at least one pattern of data conforming to a defined sequence and syntax, extracting the data from the detected pattern, and using the extracted data to deduce the state of the application.
5. The method of claim 1 , wherein communicating further includes communicating to a monitoring agent of the monitoring device, which is a remote server that is external to the SST.
6. The method of claim 1 further comprising, superimposing a screen having a request for assistance button on a portion of one or more existing screens being presented on a display of the SST during the communication session without modifying the application that produces the existing screens.
7. The method of claim 6 , wherein superimposing further includes superimposing based on an instruction received from the monitoring device.
8. The method of claim 6 , wherein superimposing further includes superimposing based on a pattern recognized in the one or more screens.
9. The method of claim 6 , wherein superimposing further includes posting to the monitoring device when the consumer activates the request for assistance button.
10. The method of claim 1 further comprising, receiving an instruction from the monitoring device to present a message within a message screen superimposed on a portion of an existing screen presented on a display of the SST to the consumer.
11. A method, comprising:
establishing, by clerk interface monitor agent executing on a processor of a hardware device, a connection to a server, wherein establishing further includes providing, by the clerk interface monitor agent, a forward proxy for a Self-Service Terminal (SST) during the connection and providing, by the clerk interface monitor agent, a transparent proxy for a host that has a communication session between a consumer operating the SST and the host system, wherein the hardware device is different from the SST; and
receiving, by the clerk interface monitor agent, progress updates from the server during the communication session, wherein receiving further includes monitoring, by the clerk interface monitor agent, the communication session as the communication session is processed between the SST and the host system for actions taken by the host system and by the SST through the consumer;
monitoring, by a monitor agent executing on a processor of the SST, an application executing on the SST, the application processing a transaction on the SST; and
establishing a hook, by the monitor agent, into the application to listen to a communication port through which the application receives and provides communications as the application executes on the SST, and wherein monitoring further includes tracking application usage of the application and provisioning SST assistance for the transaction based on the monitoring and the progress updates, and facilitating progress of a transaction being processed by the application on the SST through the SST assistance.
12. The method of claim 11 further comprising, sending, by the device, a message for the server to relay to the SST during the communication session.
13. The method of claim 11 further comprising, sending by the device, an instruction for the server to relay to the SST for execution during the communication session.
14. The method of claim 11 further comprising, receiving, by the device, a request for assistance from the server and initiated by the consumer during the communication session on the SST.
15. The method of claim 14 , wherein receiving the request for assistance further includes visually emphasizing within a screen on a display of the device the request for assistance.
16. The method of claim 11 further comprising, graphically presenting, by the device, the progress updates as a status bar within a screen on a display of the device.
17. The method of claim 16 , wherein presenting further includes presenting text descriptions for the progress updates with the status bar within the screen.
18. A Self-Service Terminal (SST), comprising:
the SST having one or more processors configured with:
a transaction application that executes on the one or more processors, and the transaction application to execute transactions for a consumer of the SST, wherein the transaction application executes on the SST; and
a consumer monitor software module that executes on the one or more processors and configured to (i) establish a hook to listen to a communication port associated with the transaction application, the transaction application receives input and provides output through the communication port, (ii) identify screen fields rendered and populated by the transaction application from images of the screen fields produced as output by the transaction application during the transactions on the SST, (iii) parse the identified screen fields to detect (a) a state of the transaction application by identifying patterns in the screen fields, and (b) data entered by the consumer relating to that state, (iv) communicate the detected state of the transaction application to a monitoring device, (v) monitor the detected state and process at least one action in response to the detected state, and (vi) provision SST assistance in response to the detected state to facilitate progress of the transactions with the transaction application on the SST.
19. The SST of claim 18 , wherein the consumer monitor software module is configured to perform (iii) by screen scraping transaction screens provided by the transaction application that are presented on a display of the SST.
20. The SST of claim 18 , wherein the consumer monitor software module is further configured to send a request for assistance to a server, the request activated by the consumer activating a button presented within a superimposed screen that is produced by the consumer monitor software module and that the consumer monitor software module overlays onto one or more of the transaction screens the SST.