Banking processing apparatus and method, and remote counseling service system including same

Patent metadata

Field	Value
Publication number	US-2023316246-A1
Application number	US-202318207968-A
Country	US
Kind code	A1
Filing date	Jun 9, 2023
Priority date	Dec 11, 2020
Publication date	Oct 5, 2023
Grant date	—

Abstract

A banking processing apparatus of an embodiment comprises an output unit including a display device; an input unit configured to determine a user input by a user; a memory; and a processor, wherein the processor is configured to generate a first graphic user interface (GUI) for processing at least one banking service and output the first GUI on the output unit; determine whether the user input on the first GUI is occurred and determine a time at which the user input on the first GUI is occurred; establish a session for a video call with a customer service representative (CSR) terminal and process the video call through the session, if the time at which the user input on the first GUI is occurred is within predetermined business hours; and generate a second GUI for processing at least one banking automation task and output the second GUI on the output unit, if the time at which the user input on the first GUI is occurred is out of the predetermined business hours.

First claim

1 . A banking processing apparatus comprising:
an output unit including a display device; an input unit configured to determine a user input by a user; a memory; and a processor executing one or more instructions stored in the memory, wherein the instructions, when executed by the processor, cause the processor to generate a first graphic user interface (GUI) for processing at least one banking service and output the first GUI on the output unit; determine whether the user input on the first GUI is occurred and determining a time at which the user input on the first GUI is occurred; establish session for a video call with a customer service representative (CSR) terminal and process the video call through the session, if the time at which the user input on the first GUI is occurred is within predetermined business hours; and a generate second GUI for processing at least one banking automation task and output the second GUI on the output unit, if the time at which the user input on the first GUI is occurred is out of the predetermined business hours.

2 . The banking processing apparatus of claim 1 , wherein the second GUI includes at least one menu corresponding to each of at least one banking automation task that is able to be processed without a customer service representative (CSR).

3 . The banking processing apparatus of claim 2 , wherein the at least one banking automation task includes at least one of account opening task, document application task, and card issuance task.

4 . The banking processing apparatus of claim 1 , wherein the processor is configured to communicate with an ATM (Automated Teller Machine), and control the ATM to perform the banking automation task requested by the user.

5 . A banking processing method executed by a processor included in a banking processing apparatus, the method comprising:
generating a first graphic user interface (GUI) for processing at least one banking service and outputting the first GUI on an output unit including a display device; determining whether a user input on the first GUI is occurred through an input unit configured to determine the user input by a user, and determining a time at which the user input on the first GUI is occurred; establishing a session for a video call with a customer service representative (CSR) terminal and processing the video call through the session, if the time at which the user input on the first GUI is occurred is within predetermined business hours; and generating a second GUI for processing at least one banking automation task and outputting the second GUI on the output unit, if the time at which the user input on the first GUI is occurred is out of the predetermined business hours.

6 . The banking processing method of claim 5 , wherein the first GUI includes at least one menu corresponding to the at least one banking service,
further comprising: determining whether the at least one banking service corresponding to the at least one menu selected by the user is not required to consult with the CSR when the at least one menu corresponding to the at least one banking service is selected by the user; and generating the second GUI for processing at least one banking automation task and outputting the second GUI on the output unit, if the at least one banking service corresponding to the at least one menu selected by the user is not required to consult with the CSR and the time at which the user input on the first GUI is occurred is within the predetermined business hours.

7 . A remote counseling service system comprising:
a banking host; a customer service representative (CSR) terminal connected to the banking host; a digital desk apparatus including an output unit including a display device, an input unit configured to determine a user input by a user, a first memory; and a first processor, wherein the first processor is configured to execute one or more instructions stored in the first memory, wherein the instructions, when executed by the first processor, cause the first processor to generate a first graphic user interface (GUI) for processing at least one banking service and output the first GUI on the output unit, determine whether the user input on the first GUI is occurred and determine a time at which the user input on the first GUI is occurred, determine whether the time at which the user input on the first GUI is occurred is within predetermined business hours, establish a session for a video call with the CSR terminal and process the video call through the session, and generate a second GUI for inputting a data requested by a CSR and display the second GUI on the output unit, and a digital desk server including a second memory and a second processor,
wherein the second processor is configured to execute one or more instructions stored in the second memory, wherein the instructions, when executed by the second processor, cause the second processor to establish the session for the video call between the CSR terminal and the digital desk apparatus if the time at which the user input on the first GUI is occurred is within the predetermined business hours,
wherein the first processor of the digital desk apparatus is configured to generate a third GUI for processing at least one banking automation task and output the third GUI on the output unit, if the time at which the user input on the first GUI is occurred is out of the predetermined business hours.

8 . The remote counseling service system of claim 7 , wherein the second processor of the digital desk server is configured to:
transmit a counseling request message to the CSR terminals based on a type of the at least one banking service requested by the user, receive a counseling response message from at least one of the CSR terminals, and determine at least one of the CSR terminals to be connected to the digital desk apparatus based on a time at which the counseling response message is received.

Assignees

• Hyosung Tns Inc

Inventors

• Lee Ki Hang
• Kang Jin Hyeon
• Seo Myeong-Won
• Yoon Young Jin
• Yoon Tae Ho
• Lee Joo Yong

Classifications

• G06Q20/1085 Primary

  involving automatic teller machines [ATMs] · CPC title

• H04N7/141

  between two video terminals, e.g. videophone (telephonic communication systems combined with television receiver for reception of entertainment or information matter H04M11/085) · CPC title

• G06F3/0482 Primary

  Interaction with lists of selectable items, e.g. menus · CPC title

• G06Q30/0281 Primary

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title

• G06Q40/02

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