EP1085476A2 - Système et méthode pour réaliser une session interactive pour un client à un terminal de transaction en self service - Google Patents

Système et méthode pour réaliser une session interactive pour un client à un terminal de transaction en self service Download PDF

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Publication number
EP1085476A2
EP1085476A2 EP00203150A EP00203150A EP1085476A2 EP 1085476 A2 EP1085476 A2 EP 1085476A2 EP 00203150 A EP00203150 A EP 00203150A EP 00203150 A EP00203150 A EP 00203150A EP 1085476 A2 EP1085476 A2 EP 1085476A2
Authority
EP
European Patent Office
Prior art keywords
customer
information
transaction terminal
receiving
selection
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP00203150A
Other languages
German (de)
English (en)
Inventor
Paul Sidikman
Nancy Bryant
Howard A. Schechtman
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Citicorp Development Center Inc
Original Assignee
Citicorp Development Center Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Citicorp Development Center Inc filed Critical Citicorp Development Center Inc
Publication of EP1085476A2 publication Critical patent/EP1085476A2/fr
Withdrawn legal-status Critical Current

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    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07F—COIN-FREED OR LIKE APPARATUS
    • G07F19/00—Complete banking systems; Coded card-freed arrangements adapted for dispensing or receiving monies or the like and posting such transactions to existing accounts, e.g. automatic teller machines
    • G07F19/20—Automatic teller machines [ATMs]
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07F—COIN-FREED OR LIKE APPARATUS
    • G07F19/00—Complete banking systems; Coded card-freed arrangements adapted for dispensing or receiving monies or the like and posting such transactions to existing accounts, e.g. automatic teller machines
    • G07F19/20—Automatic teller machines [ATMs]
    • G07F19/201—Accessories of ATMs
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07F—COIN-FREED OR LIKE APPARATUS
    • G07F9/00—Details other than those peculiar to special kinds or types of apparatus
    • G07F9/02—Devices for alarm or indication, e.g. when empty; Advertising arrangements in coin-freed apparatus
    • G—PHYSICS
    • G07—CHECKING-DEVICES
    • G07G—REGISTERING THE RECEIPT OF CASH, VALUABLES, OR TOKENS
    • G07G1/00—Cash registers
    • G07G1/0036—Checkout procedures

Definitions

  • the present invention relates generally to the field of electronic commerce and more particularly to a system and method for a financial institution, such as a bank, to present information to users at a self-service transaction terminal, such as an automatic teller machine (ATM), on an interactive basis and to update the information from time to time.
  • a financial institution such as a bank
  • ATM automatic teller machine
  • an embodiment of the present invention makes use of an application running at least in part on an ATM processor which, for example, presents information to a customer on the ATM display screen and prompts the customer for entry of customer information which indicates the customer's interest in the information.
  • the entered customer information is sent back to a server coupled to the ATM terminal, where the information is formatted electronically and made accessible to the bank's telemarketing unit for response to the customer.
  • An embodiment of the present invention makes use of computer hardware and software to provide a method of performing an interactive session with a customer at a self-service financial transaction terminal in which information concerning, for example, a special offer is presented to the customer at the transaction terminal.
  • the information can be presented, for example, by displaying the information on the welcome screen of a welcome screen rotation at the transaction terminal.
  • the customer enters his or her personal identification number and a selection of a customer preferred language.
  • the information can be presented on a transaction selection screen at the transaction terminal along with prompt for the customer for his or her selection of a special offer option.
  • the customer can indicate his or her interest in the special offer, for example, by entering a selection of the special offer option in response to the prompt on the transaction selection screen.
  • the customer's selection of the special offer option launches an account acquisition application, which displays one or more special offer description screens for the customer.
  • the account acquisition application navigates to a display of terms and conditions for the special offer in response to the customer's selection from a prompt by the account acquisition application of an option to display the terms and conditions.
  • a customer who indicates an interest in the special offer is also prompted to enter customer contact information on a data gathering screen displayed for the customer by the account acquisition application at the transaction terminal.
  • the customer can be prompted to enter one or more of a customer contact telephone number, a customer contact electronic mail address, and a customer contact fax number.
  • the customer can also be prompted to enter a preferred customer telephone contact time.
  • the interested customer enters his or her customer contact information on the data gathering screen at the transaction terminal, and the customer contact information is stored.
  • the account acquisition application displays a special offer thank you screen for the customer at the transaction terminal and prints out a customer receipt for the customer having a special offer footer.
  • the customer contact information is sent, for example, to a host server coupled to the transaction terminal and stored in a database coupled to the host server.
  • the stored customer contact information can be used, for example, to generate electronic reports and/or paper reports for a telemarketing unit to use in contacting the customer in regard to the customer's interest in the special offer.
  • the information presented to the customer at the transaction terminal can be centrally and independently managed, for example, from a remote location, by screens, groups of transaction terminals, and sponsors of the presented information. Such management can include, for example, additions to, changes in, and/or deletions from the presented information.
  • Fig. 1 is a schematic diagram which shows an overview example of key components and the flow of information between the key components for an embodiment of the present invention.
  • the system and method for an embodiment of the present invention provides an application process at an ATM 10 that enables a financial institution, such as a bank 12, to provide information to a customer 14 at a number of points within the ATM application.
  • Fig. 2 is a flow chart which illustrates an example of the process of an interactive session with a customer at a self-service transaction terminal for an embodiment of the present invention.
  • the application for an embodiment of the present invention displays, for example, a splash screen at the ATM 10 when the customer 14 starts an ATM session.
  • the displayed splash screen indicates, for example, that there is a special offer designed for either a subset of people or for everyone.
  • the customer 14 if the customer 14 does one or more of a number of things in response to prompts by the application, at S3, the customer 14 is offered certain incentives.
  • the customer 14 selects a certain bank product presented on the screen 16 of the ATM 10 by the application, at S5, the customer 14 receives a bonus, depending on the particular offer.
  • the bank 12 can also provide information during a customer's session at the ATM 10. For example, there is real estate that is set aside on the display screen 16 of the ATM 10 for areas where the bank 12 can communicate with the customer 14, as well as on the main navigation bar of the ATM screen display where the customer 14 can choose what the customer 14 wants to do, such as get cash, make a deposit, or see information.
  • An embodiment of the present invention also provides another button on the display screen 16 of the ATM 10 display screen 16, for example, for special offers.
  • Fig. 3 is a flow chart which illustrates another example of an interactive session for a customer at a self-service transaction terminal for an embodiment of the present invention.
  • the customer 14 wants to see what the special offers are, or if the other information provided by the bank 12 during the customer's ATM session is of interest to the customer 14, at S10, the customer 14 can voluntarily touch the special offer button, which then launches an account acquisition application.
  • the account acquisition application presents information on the display screen 16 of the ATM 10 about the special offer. The information can be limited, for example, to perhaps two screens of information, if the bank 12 chooses not to overload the customer 14 with information.
  • the customer 14 is then given the opportunity to provide information back to the bank 12 by prompts displayed by the application on the display screen 16 of the ATM 10. For example, the customer 14 can be prompted to enter a selection of an option for the bank 12 to contact the customer 14 by telephone, electronic mail, or fax through the bank's telemarketing capability. If the customer 14 selects the option at S13, the customer 14 is then prompted at S14 to enter a telephone number and a time of day when it would be most convenient for the customer 14 to be contacted or the customer's e-mail address or fax number.
  • the customer 14 enters the information, and the application session then closes at S16, for example, with a brief message displayed by the application on the screen 16 of the ATM 10 as an appropriate closing comment.
  • an aspect of an embodiment of the present invention is the interactive feature of presenting information and then receiving a positive feedback from the customer 14 and an indication of willingness from the customer 14 to continue.
  • the bank 12 captures a number of items of information. For example, the bank 12 captures the fact that the particular customer 14 entered into the account acquisition application. If the customer 14 chooses to give the customer's telephone number, e-mail address, or fax number to the bank 12, the bank captures that information. The bank 12 also knows the number of the ATM transaction card 18 for the customer 14 person that has performed the ATM session. Any other information that is stored on the magnetic stripe 20 of the customer's transaction card 18 is available to the bank 12. The bank 12 then takes that information and stores it downstream from the ATM 10 in a bank database 22 and prepares reports 24.
  • the ATM 10 is connected back to a bank server 26.
  • the servers are different.
  • the information is sent from the ATM 10 back to a server 26 at S16, where the bank 12 can create both paper and electronic reports 24 at S17.
  • the reports 24 are formatted electronically and sent to a telemarketing unit 28 of the bank 12.
  • the telemarketing unit 28 can then call up the information contained in the reports 24 on a screen and respond appropriately to the customer's inquiry.
  • the account acquisition application for an embodiment of the present invention affords a bank 12 the capability to communicate with its customers in a way that causes the customers to respond appropriately with information.
  • An embodiment of the present invention also includes the technology infrastructure to capture the customer information and to send the information to appropriate marketing people 28.
  • Another aspect of the system and method of an embodiment of the present invention is presenting the information to customers in multiple languages.
  • the customer 14 is prompted to choose the language in which the customer 14 would like to communicate with the bank.
  • the bank's offer can then be made in the language selected by the customer 14 for the session.
  • Fig. 4 is a schematic diagram which illustrates an overview example of a global ATM network for an embodiment of the present invention.
  • the ATM 10 is coupled over a network 30, such as the Internet, to the bank's servers 26, using a browser-based interface with the customer 14.
  • a network 30 such as the Internet
  • the customer 14 is not aware of it, what the customer 14 sees is actually an Internet browser without all of the navigation features at the top of the display screen.
  • an aspect of an embodiment of the present invention is use of the account acquisition application for an embodiment of the present invention in connection with technology infrastructure, such as the global ATM network infrastructure.
  • the bank 12 can provide information that the bank 12 may get, for example, from the Internet 30, put the information on the bank's server 26, and then bring the information forward to the customer 14.
  • the bank 12 can achieve additional interactivity and personalization with the customer 14, and can even coordinate offers between various channels.
  • Other capabilities of this aspect include, for example, giving the customer 14 access to maps so he or she can locate other ATMs while traveling, and furnishing various other information that might be of value to the customer 14, as well as product information.
  • An embodiment of the present invention involves ATM application software that provides a mechanism to quickly change promotional text and includes a promotional application that can be changed on a regular and frequent basis and that allows for downloading promotional messages on other screens. It enables a financial institution, such as the bank 12, and its retail partners to quickly introduce and test promotions in various target markets. Previously, the flow of information on promotions was on a one-way basis from the bank 12 to the customer 14. In order to make effective use of promotions, there must be feedback to the bank 12 on customer interest as well as providing the customer 14 the information that the customer 14 needs to decide whether the promotion has value to the customer 14. An embodiment of the present invention provides an application with this two-way flow of information as well as a mechanism for efficient and low cost updating of the promotional content.
  • An embodiment of the present invention enhances the base load of software on the ATM 10.
  • an embodiment of the present invention makes use of a "Special Offer" application.
  • Figs. 5 and 6 show a flow chart which illustrates a high level overview of an example of the special offer process for an embodiment of the present invention.
  • the software provides a designated area on the bank's attractor sequence 30 for the purpose of displaying promotional or seasonal text. This area is not shown if there is no text to display.
  • the software also provides a designated area on "Please Wait,” “Thank You,” “Sorry,” and "Out of Service” screens for the same purpose. The area is not visible if there is no text to be displayed.
  • the text is configurable so that it can be different on different screens, groups of ATMs and for different retailers.
  • text, font, and size are configurable parameters.
  • the text to be displayed is centrally managed, and no visits to the ATM 10 are required to add, change, or delete messages.
  • the display area is highlighted, for example, with a rectangular box, and the screen can also include background design and animation.
  • touching a button for the "Special Offer” launches an application that contains, for example, two screens 34 and 36 containing features and benefits of the offer ending in a telephone number request 38 asking the customer 14 if he or she wants to leave a telephone number for follow-up.
  • the second information screen 36 contains a button leading to a "Terms and Conditions" page 40.
  • the application captures a telephone number by area code and number at 42 and a customer supplied indicator of the best time to call at 44. If there is no current offer, the current offer button on the main menu is not displayed.
  • An embodiment of the present invention makes use of MIS.
  • Information about the special offer sessions are stored, for example, by a service provider, and forwarded to the bank 12.
  • the records contain appropriate track one and track two data, the supplied telephone number and time to call, as well as date, time, and location.
  • the data is supplied to the bank 12 in a format compatible, for example, with Microsoft Excel or other suitable format and is transmitted daily. Summary reports are also created indicating volumes and locations.
  • the customer 14 is provided with a customer receipt 46 which includes a footer with "Special Offer” information, and if there is no "Special Offer," the footer is blank.
  • the attractor text, the copy on each of the "Special Offer" screens 32 and 34, and the receipt footer are all downloadable. No onsite visits are required to change offers, and the application is designed to minimize the amount of information that must be downloaded with each new offer.
  • text messages can be added, modified, and removed centrally. These messages can vary for different screens, groups of ATMS, and retailers. All data is recorded, including telephone numbers input by customers, time of day for contact, track one data, track two data, date, time, and location, and this data is stored and appropriate files and/or reports are created.
  • An embodiment of the present invention allows terminal owners and operators, such as the bank 12, to dynamically change promotional messages on the screen 16 of the ATM 10.
  • the marketing message feature allows promoters to display messages during the high impact points of the ATM transaction and to generate powerful leads by gathering data from the customer 14 at the ATM 10. Both aspects increase the utility of ATMs deployed by the bank 12 by taking advantage of these distributed points of presence.
  • Financial institutions, such as the bank 12, as well as service companies, product companies and others can exploit the ATM 10 as a distribution channel for advertising and promotional information for the items which they sell.
  • terminal owners and operators can specify the text displayed on the promotional screen 30 and receipt 46, and the promoters can specify certain data to be gathered from the customer 14.
  • the order in which the screens are displayed can also be modified to create unique presentations.
  • the messages and/or promotions can be scheduled to activate or deactivate at pre-selected dates.
  • a service provider reports on the data gathered from the interested customer 14 to the promoter, and the service provider and the terminal owner, such as the bank 12 can share in the revenue generated by the lead.
  • Fig. 7 is a flow chart which illustrates an example of the screen flow process for an embodiment of the present invention.
  • An embodiment of the present invention includes, for example, a marketing messages level and an account acquisition level.
  • Each level includes options for impact states, such as the "Welcome” screen 30, a "Please Wait” screen 48, a "Thank You” screen 50, and a footer on every receipt 46.
  • One "Welcome” screen 52 can be provided for customization in both levels. In any given screen load, there are typically one to four "Welcome” screens 30, and those screens are rotated as a slide show presentation for the passer-by.
  • Every screen load for an embodiment of the present invention there is a "Please Wait” section 48 of the user experience when the transaction message is delivered to the processing host 26 for verification. Both levels have a default "Please Wait” screen 54 if no custom screen is chosen.
  • the marketing message level allows the terminal owner, such as the bank 12, to create an alternate "Please Wait” screen.
  • the account acquisition level allows the terminal owner, such as the bank 12, to specify two alternate "Please Wait” screens.
  • One screen 56 is used to promote the special offer and for entering the requested data.
  • One "Thank You" screen 58 is provided for customization in both levels. Both levels have a default screen 60 if no custom screen is chosen. Both levels have the option of including a message on the bottom of every transaction receipt 46.
  • the account acquisition level for an embodiment of the present invention includes all of the foregoing features and more. This includes the impact states of the marketing message aspect and adds additional features for promotion and gathering consumer data.
  • Fig. 8 is a table which illustrates examples of the portions of the ATM flow which the party or parties participating in the account acquisition aspect are allowed to edit. These include, for example, the "Welcome” screen 30, the "Transaction Selection” screen button 32, the "Please Wait: Special Offer” screen 56, the “Please Wait: Thank You for Participating” screen 62, the “Another Transaction Special Offer” button 64, the "Thank You” screen 60, the "Special Offer” footer on every receipt 46, the "Special Offer” on transaction receipt 46, the "Special Offer Description 1" (optional) screen 34, the "Special Offer Description 2" (required) screen 36, the "Special Offer Terms and Conditions” 40, the "Gather Selection” 1-5 screens 66, and the “Gather Input” screens 42 and 44.
  • An embodiment of the present invention makes use of a transaction selection screen button.
  • Promotion managers can activate the account acquisition portion of the transaction set by enabling a unique button on the transaction selection screen 32.
  • the selection screen 32 is the point in the flow where the customer 14 chooses the type of transaction he or she wishes to make. Typical transactions include cash withdrawals, deposits, balance inquiries, and transfers. Promoters can add another button for a special offer. If the ATM customer 14 selects this option, he or she navigates to the additional screens regarding the offer.
  • the "Special Offer” button for an embodiment of the present invention can be activated or deactivated according to the promoter's schedule. If the button is not displayed on the transaction selection screen 32, the customer 14 is not able to navigate to the special offer information screens 34 and 36. Recording of the lead is started as soon as the customer 14 selects the "Special Offer” button from the transaction selection screen 32. As the customer 14 navigates through the account acquisition screens, the customer 14 is asked to read some information and respond to certain questions. The customer 14 may cancel out at any time. If the customer 14 cancels on any of preselected screens, the ATM 10 still sends a transaction request to the bank host 26 and records as much as possible about the generated lead.
  • a description screen 34, 36 appears. These screens 34, 36 are used to describe the special offer to the customer 14. There can be, for example, two description screens 34 and 36 available. The promoter can use one or both. The first screen 34 is optional, and the second screen 36 is required. The second screen 36 allows the customer 14 to cancel or continue to read the terms and conditions 40. If the customer 14 presses "Continue, "flow 68 skips the terms and conditions screen 46 and goes directly to a data gathering screen 42, 44. The terms and conditions screen 46 allows the promoter to provide the contractual information regarding the special offer. This screen 46 is optional for the customer 14 and can be skipped.
  • An embodiment of the present invention can provide, for example, five selection screens 66 and two input screens 42, 44 for data gathering.
  • the promoter can use these screens interchangeably.
  • the promoter can use any or all of these seven screens in any combination to create the customer experience that properly sells the special offer and generates the best lead.
  • the input screens 42, 44 provide the customer 14 with an area on the screen to input numerical data with the ATM keypad. All information entered is added to the lead generation data.
  • the selection screens 66 provide the ATM customer 14, for example, with up to eight choices per screen. Each button press on these screens is recorded as part of the lead generation.
  • An example of data gathering is taking a customer's telephone number in an input screen 42 and asking for the best time to call on a selection item at 44.
  • An embodiment of the present invention makes use of an "Another Transaction-Special Offer” button.
  • the promoter can add a button on this final screen 64.
  • This screen 64 is typically used for transaction chaining. If the customer 14 presses the special offer button at this point, the screens navigate to the first special offer description screen 34. If the customer 14 presses "No," the transaction ends, and the ATM 10 navigates to the "Thank You” screen 50. If the customer 14 navigates through the account acquisition screen flow, the ATM 10 provides a special receipt 64 at the end of the transaction. This is another opportunity for the promoter to remind the customer 14 of the offer and gives the customer 14 a "take-away.”
  • customer's will have a high comfort level with use of the system and method for an embodiment of the present invention.
  • the system and method for an embodiment of the present invention can be implemented unobtrusively, while maintaining the extremely high satisfaction rates that banks have set with ATM programs.
  • customers are allowed the benefit of responding to bank offers, and the bank has the benefit of being able to make these offers.

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  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Business, Economics & Management (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Financial Or Insurance-Related Operations Such As Payment And Settlement (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
EP00203150A 1999-09-14 2000-09-13 Système et méthode pour réaliser une session interactive pour un client à un terminal de transaction en self service Withdrawn EP1085476A2 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US15384599P 1999-09-14 1999-09-14
US153845P 1999-09-14

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EP1085476A2 true EP1085476A2 (fr) 2001-03-21

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Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2003034356A1 (fr) * 2001-10-12 2003-04-24 Fujitsu Limited Procede permettant de delivrer une publicite par un appareil de transaction automatique
US11055738B1 (en) 2014-06-16 2021-07-06 Wells Fargo Bank, N.A. Methods and system for providing ATM non-customer lead information

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN1338695A (zh) * 2001-07-17 2002-03-06 天津南开戈德集团有限公司 网络自助服务系统及其运作方法
JP4888996B2 (ja) * 2005-10-21 2012-02-29 株式会社ユニバーサルエンターテインメント 会話制御装置
JP4849663B2 (ja) * 2005-10-21 2012-01-11 株式会社ユニバーサルエンターテインメント 会話制御装置

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2003034356A1 (fr) * 2001-10-12 2003-04-24 Fujitsu Limited Procede permettant de delivrer une publicite par un appareil de transaction automatique
US11055738B1 (en) 2014-06-16 2021-07-06 Wells Fargo Bank, N.A. Methods and system for providing ATM non-customer lead information
US11704691B1 (en) 2014-06-16 2023-07-18 Wells Fargo Bank, N.A. Methods and system for providing ATM non-customer lead information

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Publication number Publication date
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