REMOTE ACCESS BANK BRANCH TRANSACTION CENTER AND TRANSACTION SYSTEM

TECHNICAL FIELD

The present invention relates to remote access bank branch transaction center and a transaction system for customers to transact at automatic self-service machines wherein they can have video communication with customer representatives in call centers, and authorize the customer representatives for carrying out their banking transactions.

STATE OF ART

Automatic self-service machines (ATM, Kiosk, Cash deposit machines, Teller machines) developed for an alternative distribution channel in banking sector are limited in terms of transaction sets and usability. Banking branches that carry out many of the banking transactions do not mostly provide service at the weekend or at lunch hour. Users experience transaction limitation when they prefer automatic self-service machines for saving time, or they do lose time when they prefer branches. Development in banking sector and increase in transaction sets emerge the need for systems that offer advantages and more of both channels together. Automatic self-service machines do not have suitable hardware and software for elder and disabled users. Users need a system that will provide face to face transaction with banking employee and where they can fulfill their need out of hours of work.

In patent document numbered TR200903668, a high security interactive branch application where it is possible to execute all the transactions that are executed in a branch without going to branches, and all face to face bank employee and customer relations are protected, and a cabin system allowing this are disclosed.

In patent document numbered TR201004447 a system, which allows bank clients to execute banking transactions by a bank transaction authorized person in a remote call center without going to banking branches, and which is designed as a cabin to be used both in branches, and secured external places such as shopping centers, terminal etc. and where all the transactions available in a branch can be executed through video communication, is disclosed. It is described that an authorized person in banking transaction directs the customer in an interactive way for completing all the banking transactions asked by a customer, who is identified by palm reader and similar security systems.

In patent document numbered KR20090080379, a system is disclosed, in which the logged users in ATM can make video calls with bank call center when they need.

In US patent document numbered US5929897, a system is disclosed, in which video call is available between central units (bank) and terminals (ATM), and incoming calls are distributed to banking employees.

BRIEF DESCRIPTION OF THE INVENTION

The present invention relates to a remote access bank branch transaction center and transaction system, which eliminate all the above-mentioned disadvantages and bring new advantages to the related technical field.

The object of the invention is to provide a remote access bank branch transaction center and transaction system, which allow automatic self-service machine users to have video communication with bank call center for solving problems that user may encounter at financial transaction steps, and allow call center customer representative to execute all the banking transactions by being authorized by customers after video communication is set up.

In order to achieve the above-mentioned objects and all the objects to be figured out from the following detailed description, the present invention is a remote access bank branch transaction center comprising an automatic self-service machine having a manual service unit where users can execute their own banking transactions. Said transaction center comprises a video communication unit that provides video communication over automatic self-service machines with customer representative when user asks for video communication, and banking channel on which a customer representative can execute banking transactions desired by users.

The invention is also the remote access bank branch transaction center for customers to transact at automatic self-service machines where they can have video communication with customer representatives in call centers, and authorize the customer representatives for carrying out their banking transactions, and it comprises the following steps: a) Identifying a user who is approaching to automatic self-service machines for a transaction by a proximity sensor, b) Reading the user's card by a card reader for executing transaction with card and identifying the user, c) Offering users a choice for choosing either manual service request or video communication request, d) Starting the communication with customer representative by the user who chooses video communication request over a video communication unit, e) Executing the transactions by customer representative over banking channel unit, f) Storing the user's information by recoding on a database server.

DESCRIPTION OF THE FIGURES

Additional features and advantages of the invention will be revealed by sample embodiment referring to the attached figures.

Figure 1 is the schematic view of the remote access bank branch transaction center. Figure 2 is the network topology of the remote access bank branch transaction center. REFERENCE NUMBERS

10 Remote access bank branch transaction center

11 Automatic self-service machine

12 Camera

13 Telephone with receiver

14 Monitor

15 Card reader

16 Proximity sensor

20 Branch network

30 Local network 40 Video communication unit

41 Load balancer

42 Communication server

50 Customer representative banking channel

60 Banking channel unit

61 Application server

70 Manual service unit

71 Load balancer

72 Application server

80 Database server

VCR: Video Communication Request

MSR: Manual Service Request

U: User

CR: Customer Representative

DETAILED DESCRIPTION OF THE INVENTION

Within this detailed description, the remote access bank branch transaction center (10) and remote access bank branch transaction system (hereinafter referred to as transaction center and transaction system) are disclosed described without any limiting effects for better understanding the subject. Accordingly, it is assumed the transaction center (10) and transaction system are used for providing that users can make video calls with customer representative and authorize them for carrying out banking transactions on automatic self- service machines; yet, they can be used in different remote access systems in different fields with minor revisions.

Figure 1 shows the schematic diagram of the transaction center (10). Accordingly, the transaction center (10) consists mainly of an automatic self-service machine (11), a monitor (14) defined on said automatic self-service machine (11), a camera (12) mounted on the monitor (14), a telephone with receiver (13) placed on the automatic self-service machine (11) at an accessible distance and height, a card reader (15) for swiping bank cards, and a proximity sensor (16) that senses the approach of users to the automatic self-service machine (11).

Said camera (12) provides video communication. When a user is in front of the automatic self-service machine (11), call center customer representative can see said user via the camera. The camera (12) can also be used for obtaining the entrance data for face detection biometric technique by capturing customer's view. It will be possible to determine whether a user is a registered user thanks to the software to be installed to the automatic self-service machine (11) when the user is in front of the automatic self-service machine (11), the camera ( 2) will take a picture of user and obtained picture will be compared to the ones in database. The telephone with receiver (13) on the automatic self-service machine (11) provides the sound signals transfer between user and customer representative. The telephone with receiver (13) is connected to the automatic self-service machine (11), and provides that user's voice reaches to customer representative during video communication. Voice of customer representative also reaches to user via the telephone with receiver (13). Yet, it is possible to hear customer representative's voice from a speaker that can be mounted on the automatic self-service machine (11). Monitor (14) is a screen positioned on the automatic self-service machine (11) and informs the customers. Any type of banking transactions is executed on the monitor (14). In addition to functioning via keyboard, the monitor (14) can also be operated as touchscreen. Customer can identify herself/himself by inserting card to the card reader (15). The card reader (15) is like POS device; wherein user provides transfer of customer information to customer representative by swiping her/his card to the card reader (15). The proximity sensor (16) senses that a user is approaching to the automatic self- service machine (11). When a user approaches to the automatic self-service machine (11), the automatic self-service machine (11) is activated by leaving the sleep mode. In addition, when a user approaches to the automatic self-service machine (11), a welcome text can be displayed on the monitor (14).

With reference to figure 2, when a user comes to the transaction center (10) she/he will establish contact with call center customer representative over the branch network (20). Customers can transfer their information to customer representatives by swiping their own card to the card reader (15). And, customer representatives can see information of the user on their own computers. User is asked, while starting transaction, if she/he wants manual service request (MSR) or video communication request (VCR). When user asks for manual service request, banking transactions are executed over the manual service unit (70) with the load balancer (71) and application servers (72). When the user asks for video communication, customer representative is contacted using the camera (12), telephone with receiver (13) and monitor (14). Communication with customer representative is performed over the video communication unit (40). In the video communication unit (40), for communication between the user and customer representative, a communication server (42) and a load balancer (41) are provided. The banking transactions desired by the users are performed by authorizing customer representatives. Customer representatives execute the transactions over banking channel unit (60). There is an application server (61) on the banking channel unit (60). Customer representatives execute banking transactions of users using the application servers (61, 72) via the banking channel (50). The application server (72) on the manual service unit (70), the application server (61) on the banking channel unit (60) and communication server (42) on the video communication unit (40) are connected to the center via local network (30).

To describe in more details; the manual service transaction requests of user who passes the system authorization verification are executed with the application servers (72) over the manual service request (70). When authorized users ask for video communication request, it is provided that they communicate with a customer representative using communication servers (42) over the video communication unit (40). At this time, manual service request of users is blocked. While a user transfers the banking transactions she/he wishes to execute to a customer representative over the video communication unit (40), said customer representative executes the banking transaction of said user by connecting to the application servers (61) in the banking channel unit (60) via the banking channel (50).

There is a database server (80) where user information is stored. In database server (80), information of all the users who ask for video communication request and/or manual service request is stored.