Systems and methods for touchless in-person bank customer service

Patent metadata

Field	Value
Publication number	US-11468506-B1
Application number	US-202117218936-A
Country	US
Kind code	B1
Filing date	Mar 31, 2021
Priority date	Mar 31, 2020
Publication date	Oct 11, 2022
Grant date	Oct 11, 2022

Abstract

The present disclosure relates to a system, method, and mobile computing device apparatus for detecting the physical presence of a bank customer at a bank branch, and delivering an enhanced customer service experience by anticipating the bank customer's needs. Detection of the bank customer through visual data such as facial recognition, or electronic data such as medium range electronic communication networks to the customer's mobile computing device, allow a bank to retrieve relevant customer profile and customer transaction history data and use that data to deliver communications to the customer even before the customer speaks to a bank teller.

First claim

We claim:

1. A system for delivering enhanced customer service by detecting the physical proximity of a bank customer, comprising:
a sensor; and
at least one computing device, the computing device including a processor and being in electronic communication with the sensor;
wherein the computing device is configured to perform the steps of:
receiving a customer proximity input from the sensor, the customer proximity input including data descriptive of a physical presence of a customer who is located in a geographic proximity of a bank;
comparing the customer proximity input to a customer profile database to identify a customer profile associated with the customer;
sending a check-in prompt to the customer; the check-in prompt being descriptive of one or more available banking transactions that are available to the customer;
receiving a check-in input from the customer, the check-in input including data descriptive of one or more selected banking transactions selected by the customer in response to the check-in prompt; and
sending a customer service output to the customer, the customer service output including data associated with an action to be taken by at least one of the customer and the bank in order to complete the one or more selected banking transactions.

2. The system of claim 1 , wherein the sensor is physically located within a geographic vicinity of the bank.

3. The system of claim 1 , wherein the sensor comprises a camera configured to identify one or more physical features associated with the customer by capturing image data.

4. The system of claim 1 , wherein the sensor comprises an electronic sensor configured to receive one or more types of identifying electronic data associated with the customer.

5. The system of claim 1 , wherein the computing device is configured to:
send the check-in prompt to a mobile computing device associated with the customer, wherein an association between the customer and the mobile computing device is described in the customer database;
receive the check-in input from the mobile computing device associated with the customer; and
send the customer service output to the mobile computing device associated with the customer.

6. The system of claim 1 , wherein the computing device is further configured to:
query a customer transaction history database by comparing the customer profile to the customer transaction history database;
recall customer transaction history data associated with the customer profile in the customer history database;
identify a preferred banking transaction among a plurality of available banking transactions that is likely to address the customer's reasons for visiting the bank, the preferred banking transaction being identified based on one or more of: a pending transaction, a previously failed transaction, and a pattern of transactions over time, as included in the customer transaction history data; and
sending the check-in prompt to the customer, wherein the check-in prompt includes data descriptive of the preferred banking transaction.

7. A method comprising:
detecting a physical presence of a bank customer who is located within a geographic region of a bank through an interaction between a sensor and an identifying aspect associated with the bank customer;
identifying a customer profile associated with the bank customer in a customer profile database, based on data received from the sensor;
querying a customer transaction history database by comparing the customer profile to the customer transaction history database;
recalling customer transaction history data associated with the customer profile from the customer transaction history database;
identifying a preferred banking transaction among a plurality of available banking transactions, the preferred banking transaction being an available banking transaction that is likely to address the bank customer's reasons for visiting the bank,
wherein the preferred banking transaction is identified based on the customer transaction history data including one or more of a pending transaction, a previously failed transaction, and a pattern of previous transactions over time;
sending a check-in prompt to the bank customer; the check-in prompt including data descriptive of the preferred banking transaction;
receiving a check-in input from the bank customer in response to the check-in prompt, the check-in input including data descriptive of a selected banking transaction;

the selected banking transaction being at least one of the preferred banking transaction and other available banking transactions; and
sending a customer service output to the bank customer, the customer service output including data associated with an action to be taken by at least one of the bank customer and a bank representative in order to complete the selected banking transaction.

8. The method of claim 7 , wherein the method further includes a step of:
sending an in-bank prompt to the bank representative, the in-bank prompt including data that enables the bank representative to continue a pending banking transaction previously initiated by the bank customer.

9. The method of claim 7 , wherein the method further includes a step of:
sending an in-bank prompt to the bank representative, the in-bank prompt including data that enables the bank representative to initiate a new banking transaction that corresponds to a previously failed banking transaction that had previously been initiated by the bank customer.

10. The method of claim 7 , wherein the method further includes a step of:
sending an in-bank prompt to the bank representative, the in-bank prompt including data that enables the bank representative to initiate a new banking transaction that corresponds to a pattern of previous reoccurring banking transactions associated with the bank customer.

11. The method of claim 7 , wherein:
the sensor is selected from the group consisting of: an active RFID sensor, a passive RFID sensor, a near-field communication sensor, a Bluetooth sensor, a Wi-Fi hotspot, a biometric scanner, a facial recognition scanner, and a license plate scanner.

12. The method of claim 7 , wherein the method further comprises:
a first sensor and a second sensor,
wherein the first sensor interacts with a first identifying aspect of the bank customer, the second sensor interacts with a second identifying aspect of the bank customer, and the first identifying aspect and the second identifying aspect are different from each other.

13. The method of claim 7 , wherein:
the identifying aspect associated with the bank customer is a mobile computing device;
the step of sending a check-in prompt to the bank customer includes sending the check-in prompt to the mobile computing device;
the step of receiving a check-in input from the customer includes receiving the check-in input from the mobile computing device;
the step of sending a customer service output to the bank customer includes sending the customer service output to the mobile computing device.

Assignees

• Uipco Llc
• Usaa

Inventors

• Osterkamp Bryan J
• Maney Jr Will Kerns
• Buentello Andre Rene
• Warnick Mark Paxman
• Romero Jr Jose L
• Tijerina Oscar Roberto
• Mitchem Sean Carl
• Chalmers Timothy Blair
• Lyle Ruthie D
• Ruiz Mitzi

Classifications

• G06Q40/02 Primary

  Banking, e.g. interest calculation or account maintenance (credit or loans G06Q40/03) · CPC title

• G06Q30/016

  After-sales · CPC title