Note: Descriptions are shown in the official language in which they were submitted.
CA 02712565 2010-08-09
7 ,
TITLE: SYSTEM AND METHOD FOR REMOTELY PROVIDING FINANCIAL
SERVICES
FIELD
[0001] The embodiments described herein relate to methods and systems for
providing two-way communication and in particular to methods and systems for
providing two-way communication between a plurality of remote terminals and at
least
one operator terminal.
INTRODUCTION
[0002] Traditionally, financial services have been provided by financial
institutions
such as banks and credit unions. In addition to banks and credit unions, there
exist a
number of alternative financial service providers. Alternative financial
service providers
may provide services such as short-term loans, check cashing and pre-paid
credit
cards. Frequently, alternative financial service providers operate from retail
establishments located in areas underserviced by traditional financial
institutions.
SUMMARY
[0003] In one broad aspect, there is provided a system for providing two-way
communication, the system comprising at least one operator terminal comprising
an
operator display and an operator input device; a plurality of remote
terminals, wherein
each of the plurality of remote terminals is connectable to the at least one
operator
terminal for communication therewith, and comprises a remote display and at
least one
remote input device operable to receive customer transaction data comprising
at least
one customer request from a customer; a processor connectable to the at least
one
operator terminal and the plurality of remote terminals for communication
therewith; a
non-transitory computer-readable storage medium with an executable program
stored
thereon, the program for instructing the processor to provide a session module
for
establishing, at a specific time, up to a maximum concurrent number of
transaction
sessions to enable a maximum concurrent number of remote terminals in the
plurality of
remote terminals to communicate with the at least one operator terminal at the
specific
time, wherein the maximum concurrent number is an integer greater than one,
and
there is a one-to-one mapping between the maximum concurrent number of
transaction
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T
sessions and the maximum concurrent number of remote terminals such that each
transaction session involves one and only one corresponding remote terminal; a
data
processing module operable to receive, for each transaction session, the
customer
transaction data relating to the transaction session from the corresponding
remote
terminal, and generate, using the processor, session data for the
corresponding
transaction session, wherein the session data for each transaction session is
based at
least on the customer transaction data received in the corresponding
transaction
session and comprises at least a plurality of possible request responses to
the at least
one customer request in the customer transaction data received in the
corresponding
transaction session; and an interface module operable to, at the specific
time, provide a
maximum concurrent number of operator session interfaces accessible by an
operator
at the at least one operator terminal, by generating, for each transaction
session and
corresponding remote terminal, a corresponding operator session interface at
the at
least one operator terminal such that each operator session interface in the
maximum
concurrent number of operator session interfaces is operable to display, at
the specific
time, the session data for the corresponding transaction session from the one
and only
one corresponding remote terminal in the maximum number of remote terminals,
and by
substantially contemporaneously displaying, on the operator display, the
maximum
concurrent number of operator session interfaces.
[0004] For each transaction session and the corresponding operator session
interface, the data processing module may be further operable to receive
operator input
data from the operator input device identifying one of the plurality of
possible request
responses.
[0005] For each transaction session, the data processing module may be further
operable to generate response data based on the operator input data and
transmit the
response data to the corresponding remote terminal.
[0006] The session module may be operable to establish each transaction
session in the maximum concurrent number of transaction sessions upon
receiving a
corresponding session initiation request from the corresponding remote
terminal.
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[0007] For each transaction session, the session module may be further
operable
to generate a unique identifier for distinguishing that transaction session
from all other
transaction sessions in the maximum concurrent number of transaction sessions.
[0008] For each transaction session in the maximum concurrent number of
transaction sessions, the processor may be further operable to generate a
unique
customer identifier based on the customer transaction data, the unique
customer
identifier corresponding to the customer using the corresponding remote
terminal,
generate a customer record corresponding to the unique customer identifier,
and store
the customer record in a transaction database.
[0009] For each transaction session in the maximum concurrent number of
transaction sessions, the processor may be further operable to determine a
unique
customer identifier based on the customer transaction data, the unique
customer
identifier corresponding to the customer using the corresponding remote
terminal, and
update a customer record corresponding to the unique customer identifier and
stored in
a transaction database, the update based on the transaction session.
[0010] For each transaction session in the maximum concurrent number of
transaction sessions, the processor may be further operable to retrieve, based
on the
unique customer identifier, the customer record stored in the transaction
database and
configure the corresponding operator session interface to display information
based on
the customer record.
[0011] The at least one operator terminal may comprise two or more operator
terminals, and the session module may establish, at the specific time, up to
the
maximum concurrent number of transaction sessions with the two or more
operator
terminals, such that each transaction session involves one and only one
corresponding
remote terminal and one and only one of the two or more operator terminals.
[0012] The session manager may be operable to load balance between the two
or more operator terminals when establishing transaction sessions, such that
the
session manager is operable to establish each transaction session in the
maximum
concurrent number of transaction sessions based on, for each operator
terminal, a
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number of currently and previously established transaction sessions at that
operator
terminal.
[0013] For each transaction session in the maximum concurrent number of
transaction sessions, the corresponding remote terminal may be configurable to
interact
with the customer in a customer language, and the processor may be operable to
translate the customer transaction data that is received in the customer
language for
presentation in the corresponding operator session interface in an operator
language
that differs from the customer language.
[0014] Each of the plurality of remote terminals may comprise a document
imaging device for capturing at least one document image, and the customer
transaction data for each remote terminal may comprise the at least one
document
image.
[0015] Each of the plurality of remote terminals may comprise a customer
imaging device for capturing at least one image of the customer, and the
customer
transaction data for each remote terminal may comprise the at least one image.
[0016] In another broad aspect, there is provided a method for providing two-
way
communication, the method comprising connecting at least one operator terminal
to a
plurality of remote terminals for communication therewith, wherein the at
least one
operator terminal comprises an operator display and an operator input device,
and
wherein each of the plurality of remote terminals comprises a remote display
and at
least one remote input device operable to receive customer transaction data
comprising
at least one customer request from a customer; establishing, at a specific
time, up to a
maximum concurrent number of transaction sessions to enable a maximum
concurrent
number of remote terminals in the plurality of remote terminals to communicate
with the
at least one operator terminal at the specific time, wherein the maximum
concurrent
number is an integer greater than one, and there is a one-to-one mapping
between the
maximum concurrent number of transaction sessions and the maximum concurrent
number of remote terminals such that each transaction session involves one and
only
one corresponding remote terminal; receiving, for each transaction session,
the
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customer transaction data relating to the transaction session from the
corresponding
remote terminal, and generating, using the processor, session data for the
corresponding transaction session, wherein the session data for each
transaction
session is based at least on the customer transaction data received in the
corresponding transaction session and comprises at least a plurality of
possible request
responses to the at least one customer request in the customer transaction
data
received in the corresponding transaction session; and providing, at the
specific time, a
maximum concurrent number of operator session interfaces accessible by an
operator
at the at least one operator terminal, by generating, for each transaction
session and
corresponding remote terminal, a corresponding operator session interface at
the at
least one operator terminal such that each operator session interface in the
maximum
concurrent number of operator session interfaces is operable to display, at
the specific
time, the session data for the corresponding transaction session from the one
and only
one corresponding remote terminal in the maximum number of remote terminals,
and by
substantially contemporaneously displaying, on the operator display, the
maximum
concurrent number of operator session interfaces.
[0017] In yet another broad aspect, there is provided a computer program
product for use on a computer, the computer program product comprising: a non-
transitory recording medium; and means recorded on the non-transitory
recording
medium for instructing the computer to perform the steps of: connecting at
least one
operator terminal to a plurality of remote terminals for communication
therewith, wherein
the at least one operator terminal comprises an operator display and an
operator input
device, and wherein each of the plurality of remote terminals comprises a
remote
display and at least one remote input device operable to receive customer
transaction
data comprising at least one customer request from a customer; establishing,
at a
specific time, up to a maximum concurrent number of transaction sessions to
enable a
maximum concurrent number of remote terminals in the plurality of remote
terminals to
communicate with the at least one operator terminal at the specific time,
wherein the
maximum concurrent number is an integer greater than one, and there is a one-
to-one
mapping between the maximum concurrent number of transaction sessions and the
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maximum concurrent number of remote terminals such that each transaction
session
involves one and only one corresponding remote terminal; receiving, for each
transaction session, the customer transaction data relating to the transaction
session
from the corresponding remote terminal, and generating, using the processor,
session
data for the corresponding transaction session, wherein the session data for
each
transaction session is based at least on the customer transaction data
received in the
corresponding transaction session and comprises at least a plurality of
possible request
responses to the at least one customer request in the customer transaction
data
received in the corresponding transaction session; and providing, at the
specific time, a
maximum concurrent number of operator session interfaces accessible by an
operator
at the at least one operator terminal, by generating, for each transaction
session and
corresponding remote terminal, a corresponding operator session interface at
the at
least one operator terminal such that each operator session interface in the
maximum
concurrent number of operator session interfaces is operable to display, at
the specific
time, the session data for the corresponding transaction session from the one
and only
one corresponding remote terminal in the maximum number of remote terminals,
and by
substantially contemporaneously displaying, on the operator display, the
maximum
concurrent number of operator session interfaces.
[0018] Further aspects and advantages of the embodiments described herein will
appear from the following description taken together with the accompanying
drawings.
DRAWINGS
[0019] For a better understanding of the various embodiments described herein,
and to show more clearly how they may be carried into effect, reference will
now be
made, by way of example only, to the accompanying drawings which show at least
one
exemplary embodiment, and in which:
FIG. 1 is a block diagram of an exemplary system for two-way communication;
FIG. 2 is a block diagram of another exemplary system for two-way
communication;
FIG. 3 is an exemplary default display for a remote terminal;
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FIG. 4 is a flowchart of an exemplary registration method;
FIG. 5 is a flowchart of an exemplary transaction method;
FIG. 6 is an exemplary service screen display for a remote terminal;
FIG. 7 is a process flow diagram for an exemplary operator terminal;
FIG. 8 is a process flow diagram for an exemplary remote terminal;
FIG. 9 is an exemplary operator display; and
FIG. 10 is a block diagram of another exemplary system for two-way
communication.
[0020] It will be appreciated that for simplicity and clarity of illustration,
elements
shown in the figures have not necessarily been drawn to scale. For example,
the
dimensions of some of the elements may be exaggerated relative to other
elements for
clarity. Further, where considered appropriate, reference numerals may be
repeated
among the figures to indicate corresponding or analogous elements.
DESCRIPTION OF VARIOUS EMBODIMENTS
[0021] It will be appreciated that numerous specific details are set forth in
order to
provide a thorough understanding of the exemplary embodiments described
herein.
However, it will be understood by those of ordinary skill in the art that the
embodiments
described herein may be practiced without these specific details. In other
instances,
well-known methods, procedures and components have not been described in
detail so
as not to obscure the embodiments described herein. Furthermore, this
description is
not to be considered as limiting the scope of the embodiments described herein
in any
way, but rather as merely describing the implementation of the various
embodiments
described herein.
[0022] The embodiments of the systems and methods described herein may be
implemented in hardware or software, or a combination of both. However,
preferably,
these embodiments are implemented in computer programs executing on
programmable computers each comprising at least one processor, a data storage
system (including volatile and non-volatile memory and/or storage elements),
and at
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least one communication interface. For example and without limitation, the
programmable computers may be a server, network appliance, set-top box,
embedded
device, computer expansion module, personal computer, laptop, personal data
assistant, or mobile device. Program code is applied to input data to perform
the
functions described herein and generate output information. The output
information is
applied to one or more output devices, in known fashion. In some embodiments,
the
communication interface may be a network communication interface. In
embodiments
where elements of the invention are combined, the communication interface may
be a
software communication interface, such as those for inter-process
communication
(IPC). In still other embodiments, there may be a combination of communication
interfaces.
[0023] Each program is preferably implemented in a high level procedural or
object oriented programming and/or scripting language to communicate with a
computer
system. However, the programs can be implemented in assembly or machine
language,
if desired. In any case, the language may be a compiled or interpreted
language.
[0024] The system, processes and methods of the described embodiments are
capable of being distributed in a computer program product comprising a non-
transitory
computer readable medium that bears computer usable instructions for one or
more
processors. The medium may be provided in various forms, including one or more
diskettes, compact disks, tapes, chips, magnetic and electronic storage media,
and the
like. The computer useable instructions may also be in various forms,
including
compiled and non-compiled code.
[0025] Attempts at automation of alternative financial services, for example
automated kiosk machines, have been made to expand service offerings by
providing
more points of service. Previous systems have required the use of fully
automated kiosk
machines, with custom software and hardware dedicated to providing relatively
few
services, such as check cashing. However, such prior systems have only offered
a
restricted range of services due to the need for complex automation, and
proved to be
expensive.
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[0026] Although it is desirable to provide access to a wide suite of
alternative
financial services in a fully automated system, each additional service
requires
expensive software and hardware to provide. Attempting to scale back costs by
reducing the suite of services to be offered is a large inconvenience to
customers, who
must then seek out other other locations to obtain the additional alternative
financial
services.
[0027] Additionally, fully automated systems can be inflexible. That is, even
if a
service is offered, it may not be offered with the same degree of
customizability or
flexibility as would be available at a retail location of the alternative
financial service
provider, where the customer would interact with a human representative. For
example,
prior art fully automated check cashing systems may only be able to accept
government
or payroll checks because the format of these checks is preprogrammed. Check
recognition software in the fully automated systems cannot easily be adapted
to accept
additional types of checks. Accordingly, a wide variety of other legitimate
checks may
be rejected, inconveniencing the customer.
[0028] Furthermore, a fully automated system that only offers a narrow range
of
services can be more expensive to operate in practice, because the cost of the
system
cannot be recouped as easily by, for example, offering more services. Changes
to
service offerings are difficult to make, requiring expensive software
development to
implement and reducing the adaptibility of the system.
[0029] Fully automated systems may also be unsatisfying for customers who are
accustomed to interacting with a human representative. Preprogrammed automated
responses, especially when coupled with restricted service offerings, may
frustrate
customers. Moreover, the lack of human interaction increases the risk of fraud
and may
therefore require cumbersome authentication processes that are intrusive and
deter
adoption. For example, some prior art systems require customers to register
fingerprints
and facial scans, creating a privacy risk and thus deterring many customers
from using
the service. In some cases, customers must also manually provide a large
amount of
information with each attempt to use the service, making the experience
unpleasant,
long and cumbersome. As a result, some systems take even more time to use than
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conducting business at a retail establishment, virtually eliminating any
incentive to use
the automated system.
[0030] Embodiments provided herein can be operated without biometric data,
such as fingerprints or facial scans, while retaining security that can be
equivalent or
superior to that of retail establishments. Likewise, lengthy data entry by the
customer
can also be eliminated. Instead, the described embodiments employ a closed
loop
communication system that is familiar to customers. Additionally, the
described
embodiments can facilitate the provision of a wide variety of services, while
retaining
maximum customizability.
[0031] An exemplary system provides two-way communication between one or
more operator terminals and a plurality of remote terminals. The operator
terminals can
be desktop or laptop computers, and can have a processor, a display and one or
more
input devices, such as keyboards, mice, trackpads, and the like. The remote
terminals
can be, for example, computer-based kiosks, and may have a processor, a
display and
one or more input devices. Each of the plurality of remote terminals can be
connected to
the operator terminals via a communications network, such as the Internet or
other
suitable network.
[0032] Each remote terminal can communicate with one operator terminal at a
time in a communication session. Conversely, each operator terminal can
communicate
with one or more remote terminals at a time, with separate communication
sessions at
the operator terminal for each remote terminal. There may be a maximum number
of
concurrent sessions at each operator terminal.
[0033] For each communication session, there may be a session-specific user
interface provided at the operator terminal, to enable an operator to
distinguish among
the communication sessions. The user interfaces can be displayed together at
the same
time, allowing the operator to efficiently manage multiple concurrent
sessions.
[0034] For each communication session, a customer can enter or provide data at
the remote terminal, which can be transmitted to the operator terminal and
presented to
the operator in the session-specific user interface that corresponds to the
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communication session with the remote terminal. Based on the data supplied by
the
customer, the system may generate a list of possible responses for the
operator to
choose from. The human operator can then choose an appropriate response, which
can
be entered via the session-specific user interface, and communicated to the
corresponding remote terminal.
[0035] Referring now to FIG. 1, there is illustrated a block diagram of an
exemplary two-way communication system 100. Communication system 100 comprises
at least one operator terminal 110, a controller 120, a network 150 and a
plurality of
remote terminals 140.
[0036] Each operator terminal 110 can be operatively connected to controller
120
via a data communications link, such as Ethernet, IEEE 802.11 wireless, or any
other
suitable communications link. Controller 120 can be operatively and securely
connected
to each remote terminal 140 via data communication links traversing or forming
network
150. Network 150 may be a public network, such as the Internet. Alternatively,
network
150 may be a private or virtual private network. In some embodiments, network
150
may be a combination of public and private networks. Each data communication
link
may be encrypted to ensure security and privacy of customer data.
[0037] Referring now to FIG. 2, there is illustrated a block diagram of an
exemplary two-way communication system 200. Communication system 200 is shown
with only one operator terminal 210 and one remote terminal 240 for
illustrative
purposes; however a plurality of operator terminals 210 and remote terminals
240 may
also be provided. A controller 220 can be operatively connected to each of
operator
terminal 210 and remote terminal 240 via data communication links. Each
communication link may traverse a public or private network and be encrypted,
as
described above in reference to communications system 100.
[0038] In an exemplary embodiment, operator terminal 210 comprises a display
212 and an input 214. Display 212 may be one or more physical displays, such
as an
LCD flat panel. Input 214 may be a keyboard, keypad, mouse, trackpad, near
field
communication device (e.g., mobile phone), other input device, or some
combination
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thereof. In some embodiments, display 212 may be a touchscreen device, such as
a
capacitive touchscreen, in which case the functions of display 212 and input
214 may
be combined.
[0039] In the exemplary embodiment, each operator terminal 212 comprises a
touchscreen and two viewing monitors. The touch screen may be configured to
allow a
human operator to accept information received from a remote terminal, select
among
error messages for transmission to the remote terminal, search customer or
transaction
databases, and view customer profiles, previously scanned documents or
transaction
histories.
[0040] In the exemplary embodiment, each remote terminal 240 comprises a
display 242 and input 244. Remote terminal 240 may also comprise a document
capture
device 246 and an image capture device 248. Remote terminal 240 may also be
enclosed in a housing (not shown) to form a standalone or embedded kiosk. Each
remote terminal 240 or kiosk may be located in remote or convenient locations,
such as
gas stations, grocery stores, retail shopping centres and the like.
[0041] Display 242 may be one or more physical displays, such as an LCD flat
panel. Input 244 may be a keyboard, keypad, mouse, trackpad, near field
communication device (e.g., mobile phone), other input device, or some
combination
thereof. In some embodiments, display 242 may be a touchscreen device, such as
a
capacitive touchscreen, in which case the functions of display 242 and input
244 may
be combined.
[0042] Document capture device 246 may comprise a general purpose document
scanner, suitable for scanning generally flat objects placed on a scanning
surface, such
as utility bills, driver's licenses, social security cards, passports and the
like. The
general purpose document scanner may scan in color at a suitable resolution to
facilitate a recipient of the scanned image to make a determination as to the
authenticity
of the scanned document.
[0043] In some embodiments, document capture device 246 may comprise more
than one device, including one or more of: the general purpose document
scanner, a
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magnetic ink character recognition (MICR) scanner or "check" scanner; a
magnetic strip
card reader; a smart card or "chip" reader; and the like.
[0044] Image capture device 248 may be a video camera or a still camera
configured to capture images of a customer currently using the remote
terminal.
Captured images may be transmitted to the operator terminal to allow the human
operator to observe the customer. In embodiments with a video camera, the
captured
images may form a video sequence. In embodiments with a still camera, the
camera
may be configured to transmit a series of still images at a predetermined
suitable
interval.
[0045] Controller 220 provides a session module 222, an interface module 224
and a data processing module 226, the operation of which is described herein
below.
Controller 220 may be operatively connected to one or both of customer
database 232
and transaction database 234 for data communication.
[0046] Customer database 232 may be a relational database system for storing
relevant customer data. Customer data may include biometric data such as
identification photos obtained from government issued photographic
identification cards
and captured by document capture device 246, and images of the customer
captured by
image capture device 248. Customer data may further include other personal
account
information, such as name, address, telephone number, account number and the
like.
[0047] Human operators may be permitted to read customer database 232 as
needed to verify authentication and transaction details. However, in some
embodiments, human operators may not be permitted to directly alter data in
customer
database 232. Rather, updates to customer database 232 may be performed by
controller 220 in the context of a transaction.
[0048] Transaction database 234 may be a relational database system for
storing
transaction data relating to customer accounts. In operation, transaction
database 234
can be used to store records or transaction data relating to each session
between a
remote terminal and an operator terminal. Subsequently, transaction data may
be
recalled to verify a new transaction, for auditing purposes, or the like.
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[0049] Customer data in customer database 232 may be linked to transaction
data in transaction database 234 to store customer data to be associated with
stored
transaction histories. Each of database 232 and 234 may be searchable to
locate
relevant customer information and transaction histories for each customer.
[0050] Customer database 232 and transaction database 234 may be provided
by a single relational database system. Alternatively, various elements of
each
database 232 and 234 may be further subdivided to provide more efficient
operation,
according to known principles of relational databases.
[0051] In operation, remote terminal 240 may be configured to authenticate
known or returning customers. In some embodiments, remote terminal 240 may
also be
configured to allow new customers to register a new account.
[0052] Referring now to FIG. 3, there is shown an exemplary default display
for a
remote terminal, in accordance with the embodiment of FIG. 2. Screen layout
302 can
be presented on display 242 of remote terminal 240 and offers options to the
customer
for authenticating.
[0053] In the case of a new customer, the customer may select option 312 to
initiate a registration process.
[0054] Referring now to FIG. 4, there is shown a flowchart diagram of an
exemplary registration process.
[0055] At 404, the customer requests to register an account. Remote terminal
240 transmits the request to controller 220, which receives the request at
422. At 424, a
session module at controller 220 generates a registration session and an
interface
module proceeds to generate a registration session interface at 426.
Thereafter, a data
processing module is operable to receive and transmit data between the remote
and
operator terminal. Controller 220 transmits a notification to operator
terminal 210,
whereupon operator terminal 210 displays the corresponding registration
session
interface at 462.
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[0056] At 428, the data processing module at controller 220 requests
registration
data, which may include customer name, address, telephone number, social
security
number, driver's license number and the like. Registration data may further
include
demographic information, such as marital status, income and the like.
Controller 220
may also request one or more forms of identification, such as government
issued photo
identification (e.g., driver's license, passport), a utility statement, and
the like.
[0057] In some embodiments, the customer may be provided the option of
registering an unaffiliated card of their choice to be used for future
authentication
purposes. For example, the unaffiliated card may be a credit card issued by
another
entity. Accordingly, the customer may swipe the unaffiliated card at a card
reader of the
remote terminal and data read from the magnetic strip of the card may be used
to
authenticate the customer during future sessions.
[0058] At 404, the request for registration data can be displayed to the
customer
and at 406, the customer may enter the requested registration data using a
suitable
combination of input 244 and document capture device 246. In some embodiments,
image capture device 248 may also be used for input. Upon capture of the
registration
data, the entered registration data can be transmitted to controller 220 at
406.
[0059] The data processing module at controller 220 may format the received
registration data or filter the registration data. In some embodiments, the
data
processing module at controller 220 may perform an initial analysis of the
received data
to determine if sufficient data has been provided. For example, if the
customer has not
provided an address, the module may determine that the registration data is
deficient. In
some embodiments, controller 220 may transmit an additional request to remote
terminal 240 for the customer to provide the missing data.
[0060] Depending on the received data, the data processing module at
controller
220 may generate and transmit, at 432, one or more possible response options
for
presentation to the human operator of operator terminal 210 in the
corresponding
session interface. The received and, optionally, processed registration data
can also be
transmitted for display in the corresponding session interface. The possible
response
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options may be context specific. For example, if the customer has not provided
income
information in the registration data, the possible response options may
include: 1) an
option to accept the registration; 2) an option to re-request the missing
data; 3) an
option to request alternate data; and 4) an option to refuse the registration.
[0061] Each of the possible response options may be predetermined and
standardized to be appropriate for the current context. Accordingly, in some
embodiments the operator may not be permitted to communicate with the customer
in
free form text. By enforcing standardized responses, the customer experience
can be
consistent and the need for operator training can be reduced. Likewise, the
potential for
errors, fraud and time inefficiencies can be reduced.
[0062] At 464, operator terminal 210 displays the registration data and the
possible response options generated by controller 220. The human operator 210
can
see the registration data and possible response options. Additionally,
throughout the
registration session, image capture device 248 may capture one or more images
of the
customer. The images can be transmitted via controller 220 to operator
terminal 210 for
display in the session interface associated with the current registration
session.
Accordingly, the human operator using operator terminal 210 can correlate the
captured
images with the registration data, which may comprise photo identification, to
determine
if the customer is providing non-fraudulent identification documents.
Likewise, the
human operator may verify other non-photographic identification data, such as
age or
sex, by comparison with the captured images.
[0063] For example, the human operator at the processing center may decline to
accept scanned documents for a number of reasons, such as: expired government
ID,
ID is not government issued, ID is not visible, utility bill type is not
recognized, image
captured by image capture device 248 does not match picture on scanned ID, ID
presented does not have clear picture, or addresses on ID and utility bill do
not match.
[0064] Operator terminal 210 may also provide a search interface for the human
operator, described herein below in greater detail, which may be used to
search
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customer database 232 to ensure that the customer does not already exist in
the
database and is therefore a new customer.
[0065] Accordingly, based on the data displayed in the session interface, the
human operator can form a conclusion as to which response option to choose. In
an
exemplary embodiment, each human operator can be provided with a set of
procedures
for dealing with a wide variety of scenarios. The procedures may be updated on
an as-
needed basis.
[0066] At 466, operator terminal 210 receives input from the human operator
indicating which response option was chosen and transmits the selected
response
option to controller 220. Based on the selected response option, the data
processing
module at controller 220 processes the response data at 434 and, if the
response option
indicates that the registration is accepted, controller 220 creates a new
customer
account in customer database 232, at 436.
[0067] At 438, the data processing module at controller 220 transmits the
result
of the response option to the remote terminal for display to the customer. For
example,
if the response option indicated that the registration request was accepted,
the remote
terminal may display a "successful registration" message. Additional
registration details,
such as an account number, may also be displayed. Alternatively, if the
response option
indicated that the registration was not accepted, the remote terminal may
display an
"unsuccessful registration" message, along with an indication of the reason
for the
unsuccessful registration.
[0068] If the customer is a returning customer, the customer may have already
performed registration previously and may thus select their preferred means of
authentication. Referring again to FIG. 3, the customer may select option 314
to
authenticate with a card, such as an unaffiliated card selected during
registration.
Alternatively, returning customers may choose to authenticate with a document
by
choosing option 316 or with personally identifying information by choosing
option 318.
[0069] If the customer opts to authenticate with a card, document capture
device
246 may be used to verify the card data according to the type of card, and
remote
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terminal 240 can transmit the card data to operator terminal 210. For example,
if the
card is a magnetic strip card, document capture device 246 can read the
magnetic strip
data and transmit at least a portion of the captured data.
[0070] The card may be a prepaid credit card previously issued to the
customer,
or some other financial card that the customer has previously provided and
permitted to
be stored for future authentication. In some embodiments, not all captured
card data is
necessary to verify the card. For example, card data that is encrypted may be
transmitted in unencrypted form, or the encrypted portions may be stripped out
prior to
transmission.
[0071] In particular, in some embodiments, only information that is not
sensitive
according to the Payment Card Industry (PCI) Data Security Standard may be
used.
Specifically, a partial account number, the customer name, the expiry date,
and the
service code. This information is non-encrypted. Accordingly, in some
embodiments the
system may be operated without a decryption key.
[0072] In some embodiments, the system may also be configured to enable a
customer to initiate authentication by providing a date of birth and postal
code.
Controller 220 may search customer database 232 for customer records matching
the
date of birth and postal code and generate response options comprising all
matching
records, along with photos stored in the matching records. Accordingly,
operator
terminal 210 may display the response options and one or more current images
captured by image capture device 248 to identify any matches.
[0073] The operator may examine the response options representing the closest
matches and accept or reject the authentication attempt based on whether the
individual
at the remote terminal resembles the customer in the corresponding customer
record. In
some embodiments, the operator may request responses to additional security
questions.
[0074] Referring now to FIG. 5, there is shown a flowchart diagram of an
exemplary transaction method.
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[0075] At 502, the customer requests to initiate a transaction session by
authenticating with controller 220. The request may be communicated, for
example by
selecting option 314, 316 or 318. Regardless of the selected option, remote
terminal
240 transmits the request to controller 220, which receives the request at
522. At 524, a
session module at controller 220 generates a transaction session and an
interface
module proceeds to generate a transaction session interface at 526.
Thereafter, a data
processing module can receive and transmit data between the remote and
operator
terminal. Controller 220 transmits a notification to operator terminal 210,
whereupon
operator terminal 210 displays the corresponding registration session
interface at 562.
[0076] At 528, the data processing module at controller 220 requests
transaction
data from remote terminal 240. If the transaction is new and the customer has
not yet
been authenticated, the requested transaction data may be authentication data.
The
requested authentication data may be based on the selected authentication
option. For
example, if the customer selected option 314, the requested authentication
data may be
a card associated with the customer's account.
[0077] Controller 220 may also request one or more forms of identification,
such
as government issued photo identification (e.g., driver's license, passport),
a utility
statement, and the like. If the selected authentication option is document
based, then
photo identification may be required.
[0078] If the transaction is already established, the transaction data request
may
be for transaction related information, such as the type of financial service
request (e.g.,
cash check), amount verification and the like.
[0079] At 504, remote terminal 240 receives the transaction data request and
displays it to the customer using the display 242. At 506, remote terminal 240
receives
data from the customer relating to the transaction request, which can be
entered by the
customer using a suitable combination of input 244 and document capture device
246,
and transmits the data to controller 220.
[0080] At 530, the data processing module at controller 220 receives the
transmitted data and may process the data. For example, the data processing
module
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at controller 220 may format the received transaction data or filter the
transaction data.
In some embodiments, the data processing module at controller 220 may perform
an
initial analysis of the received data to determine if sufficient data has been
provided. For
example, if the customer has not provided a required piece of data, such as
photo
identification, controller 220 may determine that the transaction data is
deficient. In
some embodiments, controller 220 may transmit an additional request to remote
terminal 240 for the customer to provide the missing data.
[0081] In some embodiments, remote terminal 240 may be configured to provide
an interface to the customer in a first, customer language whereas the
operator terminal
210 may be configured to provide an interface to the operator in a second,
operator
language that differs from the customer language. In such cases, controller
220 may be
configured to translate data and requests, if necessary, and to provide
notifications to
each terminal in the appropriate language. In some embodiments, controller 220
may
be configured to receive and transmit language-agnostic data and each terminal
may be
configured to localize the data into the desired language. Accordingly, in
some
embodiments, this translation may be opaque to the customer, such that the
customer
may not be aware that the remote terminal is in communication with an operator
terminal and a human operator.
[0082] Depending on the received data, the data processing module at
controller
220 may generate and transmit, at 532, one or more possible response options
for
presentation to the human operator of operator terminal 210 in the
corresponding
session interface. The received and, optionally, processed transaction data
can be
transmitted for display in the corresponding session interface. The possible
response
options may be context specific.
[0083] For example, if the transaction request is for document based
authentication, the possible response options may include: 1) an option to
authenticate
the customer; 2) an option to re-request the photo identification, due to
inability to read
the photo identification image (e.g., due to defacement) data, 3) an option to
request
alternate data; and 4) an option to refuse authentication.
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[0084] In another example, if the transaction request is for a check cashing
operation and the transaction data includes an image of a check, the possible
response
options may include: 1) an option to cash the check; 2) an option to refuse
the check
due to defacement; and 3) an option to refuse the check due to a large amount;
4) an
option to refuse the check due to it lacking an endorsement; 5) an option to
refuse the
check due to it being incorrectly dated; 6) an option to refuse the check due
to it being
made out to the incorrect individual; and other reasons that may be
appropriate in the
context of the check cashing operation.
[0085] At 564, operator terminal 210 displays the transaction data and the
possible response options generated by controller 220. The human operator 210
can
see the transaction data and possible response options. Additionally,
throughout the
transaction session, image capture device 248 may capture one or more images
of the
customer. The images can be transmitted via controller 220 to operator
terminal 210 for
display in the session interface associated with the current transaction
session.
Accordingly, the human operator using operator terminal 210 can correlate the
captured
images with the transaction data, which may comprise photo identification, to
determine
if the customer is providing non-fraudulent identification documents.
Likewise, the
human operator may verify other non-photographic identification data, such as
age or
sex, by comparison with the captured images.
[0086] Accordingly, based on the data displayed in the session interface, the
human operator can form a conclusion as to which response option to choose.
For
example, if the operator is satisfied that the captured images match the
information
contained in the scanned or stored government identification documents, the
operator
may select an "accept" option. Alternatively, the operator may select one or
more
"decline" options the documents and send back an error message to the kiosk
user by
clicking on any of the error or decline messages available to the operator,
which are
predetermined and are specific to that stage of processing which required
action or
acceptance by the human operator at the processing center.
[0087] If the transaction is at the authentication stage, the operator
terminal
receives images of the customer documents as opposed to data transcribed by
the
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CA 02712565 2010-08-09
customer. Accordingly, security can be increased and fraud and identity theft
risks
reduced. Customer convenience can also be enhanced because there is no need
for
difficult or lengthy data entry.
[0088] In an exemplary embodiment, each human operator is provided with a set
of procedures for dealing with a wide variety of scenarios. The procedures may
be
updated on an as-needed basis.
[0089] At 566, operator terminal 210 receives input from the human operator
indicating which response option was chosen and transmits the selected
response
option to controller 220. Based on the selected response option, the data
processing
module at controller 220 processes the response data at 534 and, if the
response option
indicates that the transaction is accepted, controller 220 updates the
corresponding
customer account record in customer database 232 and the corresponding
transaction
history in transaction database 234, at 536.
[0090] At 538, the data processing module at controller 220 transmits the
result
of the response option to the remote terminal for display to the customer. At
508,
remote terminal 240 displays the result of the response option. For example,
if the
response option indicated that the transaction request was accepted, the
remote
terminal may display a "successful transaction" message. Additional
transaction details,
such as an account number, may also be displayed.
[0091] In some cases, the result of the response option may indicate that
further
data is required. If further data is required, remote terminal may return to
504 to display
an indication of the required data and receive the required data at 506.
Accordingly,
controller 220 may repeat 530-538 and operator terminal 210 may repeat 564-
566.
[0092] For example, if the result of the response option indicates that
authentication was successful, the customer may next select the type of
transaction to
be conducted. The type of transaction may be selected from the services menu,
an
example of which is described herein below with reference to FIG. 6.
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[0093] In another example, if the response option indicated that
authentication
was not successful because a scanned document was unreadable, the remote
terminal
may display a "rescan document" message.
[0094] Referring again to FIG. 3, there is shown an example authentication
screen that may be displayed to a customer at remote terminal 240.
[0095] Authentication screen 302 has a plurality of options displayed,
including
register option 312, card authentication option 314, document authentication
316 and
other authentication option 318. If authentication screen 302 is displayed on
a
touchscreen of remote terminal 240, each option may serve as a selectable
button.
Alternatively, each option may be displayed adjacent a soft button of input
244, or may
be displayed as an alphanumeric reference in close proximity to the option,
for the user
to select from a keypad or keyboard of input 244.
[0096] Referring now to FIG. 6, there is shown an example service screen that
may be displayed to a customer at remote terminal 240.
[0097] Service screen 602 has a plurality of options displayed, including cash
check option 612, loan request option 614, prepaid credit card option 616 and
bill
payment option 618. In some embodiments, there may be more or fewer options
displayed, depending on the available service offerings. In particular, the
available
services may be tailored according to the customer record in customer database
232,
transaction history in transaction database 234, and other business factors.
For
example, if a customer has an outstanding loan, loan request option 614 may
not be
displayed.
[0098] Options may include alternative financial services, such as check
cashing,
bill payments, automated banking services (e.g., cash withdrawal), dispensing
prepaid
financial cards, loading money onto prepaid financial cards, obtaining short-
term
"payday" loans, and repaying loans. In some embodiments, options may also
include
foreign currency exchange, money orders, and money transfers.
[0099] If service screen 602 is displayed on a touchscreen of remote terminal
240, each option may serve as a selectable button. Alternatively, each option
may be
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CA 02712565 2010-08-09
displayed adjacent a soft button of input 244, or may be displayed as an
alphanumeric
reference in close proximity to the option, for the user to select from a
keypad or
keyboard of input 244.
[00100] Referring now to FIGS. 7 and 8, there are shown process flow diagrams
for carrying out a transaction session between an operator terminal and remote
terminal. FIG. 7 illustrates the process steps performed at a remote terminal,
such as
remote terminal 240. FIG. 8 illustrates the process steps performed at an
operator
terminal, such as operator terminal 210.
[00101] For the purposes of illustration, the sample process flow diagrams
shown
in FIGS. 7 and 8 describe a check cashing transaction. However, it will be
understood
that the principles described are applicable to other transactions that may be
processed
by the embodiments described herein.
[00102] Remote terminal process 800 begins once a check cashing transaction
has been selected. At 812, remote terminal 240 receives a check amount entered
by
the customer using a suitable input method, such as input 244. For example,
the check
amount may be entered using a keypad or touchscreen. Optionally, at 814, the
customer may be prompted to confirm the check amount by selecting an
appropriate
option, in which case the customer may also change the check amount.
[00103] In some embodiments, the customer may be prompted to endorse the
check at 816 and place the check to be cashed in or on document capture device
246.
Document capture device 246 is operable to scan the check at 818 to generate
images
of the front and back sides of the check. In some embodiments, the customer
may be
prompted to flip the check so that an opposite side of the check can be
imaged. In other
embodiments, document capture device 246 may comprise a commercially available
MICR check scanner, such as the EC 7011 check scanner produced by RDM
Corporation of Waterloo, Canada, which generates images of the front and back
of the
check and reads the MICR data on the check.
[00104] In an exemplary embodiment, document capture device 246 retains the
check at 820 until the transaction is completed.
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CA 02712565 2010-08-09
[00105] Once the check has been scanned and MICR data read, the transaction
data, comprising the scanned information and the check amount entered by the
customer, can be transmitted to operator terminal 210 at 822.
[00106] At 824, remote terminal 240 receives an indication from operator
terminal
210 whether the check transaction was approved or rejected.
[00107] If the transaction was approved, an indication can be displayed at 826
notifying the customer of approval. In some embodiments, the notification may
indicate
the amount of a transaction fee to be applied. The transaction fee, if
accepted by the
customer, can be deducted from the funds to be dispensed or transferred.
[00108] The check amount, which was previously stored locally, may be
transmitted to a currency dispenser at the remote terminal for dispensing to
the
customer.
[00109] At 828, the customer indicates whether the transaction fee is
accepted. In
some embodiments, the customer may elect to apply the remaining funds to a
banking
account via a debit card, or to apply the funds to a prepaid card.
[00110] If the transaction fee is accepted, the check may be deposited in a
check
storage unit of remote terminal 240, at 830. At 832, the funds are dispensed
or
transferred according to the option elected by the customer.
[00111] Alternatively, if the transaction fee is refused at 828, the check may
be
returned to the customer at 840. Likewise, if the transaction was rejected at
824, remote
terminal 240 may display a rejection notification at 838 and return the check
at 840. The
rejection notification may comprise an explanation of why the check was
refused. In
some embodiments, the rejection notification may comprise instructions for the
customer to provide further information, to re-scan the check, or the like.
[00112] In some embodiments, checks stored in the check storage unit of remote
terminal 240 may be physically retrieved by authorized personnel and deposited
at a
bank branch for processing. In other embodiments, checks stored in the check
storage
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CA 02712565 2010-08-09
unit of remote terminal 240 may be electronically processed and cleared using
Automated Clearing House (ACH).
[00113] Referring now to FIG. 8, there is shown a process flow diagram for an
exemplary operator terminal, corresponding to the process flow diagram for the
exemplary remote terminal of FIG. 7.
[00114] At 864, the operator terminal receives transaction data from the
remote
terminal. In a check cashing transaction in an exemplary embodiment, the
transaction
data comprises images of the front and back side of the check, along with MICR
data,
the check amount entered by the customer and related data.
[00115] At 866, the operator terminal displays the check images on a display,
along with the entered check amount. Accordingly, a human operator can compare
the
check images with the amount entered by the customer to verify if the amount
written on
the check matches the amount entered at the remote terminal.
[00116] At 868, the operator terminal displays response options for the human
operator. The response options may be selected based on the current
transaction. For
example, in a check cashing transaction, the response options may include:
accepting
the transaction, rejecting the transaction because the check is not readable,
rejecting
the transaction because MICR data is incorrect or missing, rejecting the
transaction
because the customer has exceeded a credit limit, and the like.
[00117] At 870, the operator terminal receives input from the human operator
indicating which of the response options was selected. Accordingly, the human
operator
may choose to accept the check at 870 by selecting an accept option if
verification
criteria are satisfied. Verification criteria may include: 1) the amount on
the check
matches the user entered amount, 2) the check is made out to the correct
individual, 3)
the check does not display visible signs of tampering, and the like.
[00118] Alternatively, the operator can select rejection options at 870 as
appropriate. Accordingly, the requirement for data entry by the human operator
can be
minimized, which may increase efficiency and minimize data entry error.
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CA 02712565 2010-08-09
[00119] In some embodiments, the decision to accept or reject the check may
not
be based on software at all, but instead can be made solely by the human
operator. A
human operator can have superior decision-making capability as compared to
rule-
based software programs. That is, a human operator may be trained in risk
management and banking procedures in order to successfully determine whether
to
accept or reject checks based on personal knowledge of credit, lending, and
risk.
Customer history may also be considered.
[00120] Accordingly, by relying on human operators to form decisions, fraud
may
be reduced while retaining considerable flexibility to cash a wide variety of
checks, such
as personal, small business checks from unknown parties, and the like. In
contrast, rule-
based software systems often limit the types of checks that are cashable to
commonly
known, highly creditworthy payers, such as governments and large corporations.
Such
systems may employ optical character recognition to recognize the type of
check and
make an automatic cashing decision. Accordingly, automated check cashing
services
are limited when compared to retail check cashing establishments, which employ
humans to make check cashing decisions.
[00121] However, in some embodiments, the decision to accept or reject the
check
may be assisted by software. In such embodiments, the software may perform an
initial
analysis and present its decision to the human operator for confirmation.
[00122] In the context of other transactions, if the customer requests a short-
term
loan, the customer may be requested to provide information that may be used by
the
human operator to assess credit worthiness. For example, the customer may be
requested to scan a recent pay stub as well as a recent bank statement using
the
general purpose document scanner. Images of the scanned documents may be
transmitted to the operator terminal for display to the operator. Customers
may be
accustomed to providing these documents, as these documents are typically
required in
a retail, "bricks and mortar" loan provider. Accordingly, the customer may
feel more
comfortable and familiar utilizing the system described herein.
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CA 02712565 2010-08-09
[00123] Upon receiving the document images, the operator may analyze the
documents for completion and accuracy. Specifically, the operator may ensure
that the
bank statement is for the correct customer, that the bank account is in use on
a regular
basis, that the customer's recent pay checks have been deposited into the bank
account, and that the pay stub is recent and indicates regular full time
employment. If
the operator is satisfied with the documents, he or she may calculate a
proposed loan
amount, which is transmitted to the remote terminal. The proposed amount may
be, at
least in part, based on established guidelines for the operator, and may
provide a ratio
of loan to weekly or biweekly income. The operator terminal may provide a
calculator
interface to assist the human operator, in which the operator may input
customer pay
information to determine the appropriate amount. Accordingly, the calculator
may
automatically calculate the maximum loan amount based on a policy for loan to
income
ratio. In some embodiments, the calculator may also take into account the
transaction
history of the customer.
[00124] If the operator decides to reject the loan request, the operator may
select
a rejection option provided by the operator terminal, and a corresponding
error message
can be transmitted to the remote terminal for display to the customer.
Depending on the
rejection reason, the customer may then be prompted to either correct a
problem, or the
transaction may be cancelled altogether.
[00125] If the operator decides to accept the loan request, the operator may
select
an accept option provided by the operator terminal. Accordingly, the operator
may also
enter a loan amount that is authorized, or may simply accept the calculated
loan
amount. A corresponding indication of the approved loan amount can be
transmitted to
the remote terminal for display to the customer. The customer may accept the
maximum
authorized loan amount, or may reduce the loan amount to a lower desired
amount.
[00126] Upon selecting the loan amount, the customer may be prompted to write
a
check in the amount of the loan plus interest. The interest amount may be
computed by
the remote terminal, controller or operator terminal, in accordance with rates
established
in a policy. Subsequently, the customer can be instructed to scan the check in
a check
scanner. The check scanner can scan the front and back of the check and reads
MICR
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CA 02712565 2010-08-09
data. The scanned data can be transmitted to the operator terminal, along with
the
selected loan amount.
[00127] Upon receiving the scanned data and loan amount, the operator may
verify that the customer has written the check for the appropriate amount, has
signed
the check, and that the check MICR matches the bank information from the
previously
scanned bank statement. If the operator accepts the check images, a
notification can be
transmitted to the remote terminal and the customer can be instructed to
deposit the
check in the remote terminal. If the operator rejects the images or MICR data,
the
operator may select an error message from the operator touch screen menu
provided,
and such error may be transmitted to the remote terminal. Depending on the
rejection
reason, the customer may be prompted to either correct the problem, or the
transaction
may be cancelled altogether.
[00128] If the transaction is approved, the customer may have the option of
selecting a form of payment.
[00129] For example, the customer may have the option of receiving the loan
amount in cash, in funds transferred to a prepaid card, or some combination
thereof. If
the customer selects cash, a currency dispenser may dispense the appropriate
amount
of currency. If the customer selects the prepaid card option, and the customer
has an
existing prepaid card, the customer account corresponding to the prepaid card
may be
simply updated to reflect the loan amount.
[00130] If customer user does not have an existing prepaid card, the remote
terminal may be configured to dispense a new card to the customer. The remote
terminal may prompt the customer to confirm whether a new card is desired.
Accordingly, the customer account corresponding to the new prepaid card may be
updated to reflect the loan amount.
[00131] Prepaid cards dispensed at the remote terminal may be non-
personalized,
temporary prepaid credit cards. Accordingly, after dispensing the temporary
prepaid
card, controller 220 may communicate customer details to a prepaid card
issuer, which
may then issue a personalized prepaid card to the customer.
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[00132] Upon authentication, it may be determined that the customer has an
outstanding loan. Accordingly, one of the service options presented may be an
option to
repay the outstanding loan.
[00133] Following display of the outstanding loan amount, the customer may be
presented the option of repaying all or part of the loan using the funds
source of their
choice. For example, cash or debit or credit card.
[00134] If the customer elects to provide cash repayment, the remote terminal
may
display a notice to feed currency to the currency acceptor, which may accept
coins and
bills until the customer chooses a "payment complete" option, indicating that
the desired
amount has been deposited. If the customer elects to provide funds by debit or
credit,
the customer may be prompted to enter a desired repayment amount and processed
accordingly.
[00135] Other financial transactions, such as loading a prepaid card, will
become
apparent. The described embodiments facilitate the delivery of a wide variety
of
financial services, including, but not limited to, check cashing, payday
loans, bill
payments, prepaid card solutions, money orders, money transfers, and foreign
exchange. By providing these services via a flexible platform, and in a way
that is
familiar and intuitive to the customer, cost effectiveness and convenience to
the
customer and operator can be enhanced.
[00136] Referring now to FIG. 9, there is shown an exemplary operator display.
[00137] Operator display 900 is operable to substantially concurrently display
two
operator session interfaces 910A and 910B. Each operator session interface is
dedicated to a particular transaction session. For example, operator session
interface
910A is dedicated to a transaction session uniquely identified by the number
9000 with
a remote terminal uniquely identified by the number 1. Conversely, operator
session
interface 910B is dedicated to a transaction session uniquely identified by
the number
9001 with a remote terminal uniquely identified by the number 2. The number of
displayed operator session interfaces may be between one and a predetermined
maximum concurrent number of transaction sessions. The maximum concurrent
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CA 02712565 2010-08-09
number of transaction sessions may be determined based on the number of active
transaction sessions, the number of available operator terminals, the
available display
space on the operator display and other factors that may be determined
empirically or
otherwise.
[00138] In some embodiments, the unique transaction session identifier may be
a
unique customer identifier, such as, for example, a combination of the
customer's name
and a unique number.
[00139] In some embodiments, each operator session interface has a one-to-one
mapping with a corresponding remote terminal, such that each transaction
session
involves only one operator terminal and only one remote terminal.
[00140] Each operator session interface 910 is operable to display session
data
associated with the current transaction, which may comprise a customer data
portion
912, a transaction history portion 914 and a current transaction portion 916.
[00141] Customer data portion 912 can display previously known customer data
that may be stored in a customer database. For example, customer data portion
912A
can display biographical data, such as address and telephone number of the
customer,
an image of one or more identification documents, and an image of the
customer's face.
The displayed customer data may be used by a human operator for comparison
with
current images from the remote terminal image capture device, with check data,
and
with other data that may be displayed in current transaction portion 916.
[00142] Transaction history portion 914 can display previous and recent
transactions performed by the customer currently using the remote terminal
associated
with the transaction session. For example, transaction history 914A can
display
previous and recent transactions performed by the customer displayed in
customer data
portion 912A and currently authenticated as using remote terminal with ID #1.
[00143] Current transaction portion 916 can display transaction data for the
operator to review and act upon. For example, customer transaction portion
916A can
display check amount data, check MICR data, a current image from the remote
terminal
image capture device, images of the check and a plurality of response options
920A.
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CA 02712565 2010-08-09
[00144] The operator display may be provided on a touchscreen device, in which
case response options 920A and 920B may be virtual buttons. Each operator
display
212 can comprise a touchscreen and two viewing monitors. The touch screen may
be
configured to allow a human operator to accept information received from a
remote
terminal, select among error messages for transmission to the remote terminal,
search
customer or transaction databases, and view customer profiles, previously
scanned
documents or transaction histories.
[00145] Operator display 900 may further comprise a search interface 902,
which
may be used to perform searches of customer and other databases.
[00146] Referring now to FIG. 10, there is shown an exemplary embodiment in
which two operator terminals 1010 are connected to five remote terminals 1040
by
controller 1020. Accordingly, controller 1020 may be operable to load balance
requests
from a plurality of remote terminals among a number of available operator
terminals.
Load balancing may be based on a number of factors, such as a number of
concurrently
and previously established transaction sessions at each operator terminal.
Another
factor that may be considered is the customer's desired language and the human
operator's language abilities. That is, controller 1020 may attempt to
establish
transaction sessions to ensure that the human operator can communicate with
the
customer in the customer's desired language, particularly if controller 1020
is not
configured to translate languages.
[00147] It will be appreciated that various embodiments may comprise one or
more special purpose or general purpose computers or servers, each of which
may
include, but are not limited to, one or more processors, memories, storage
devices,
input/output devices and network interfaces. Likewise, the terms 'computer'
and 'server'
may be interchangeable in accordance with the above description. Although
embodiments have been described as separate components, it will be understood
that
various components could be combined into a single computer or server, or
implemented across multiple computers or servers all connected via a
communications
medium such as the Internet. Likewise, it will be understood that
functionality described
herein as being provided by a specific component or module may also be
provided by
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CA 02712565 2010-08-09
another component or module without departing from the scope of these
embodiments.
For example, some functionality of controller 220 may be delegated to operator
terminal
210 or remote terminal 240.
[00148] Numerous specific details are set forth herein in order to provide a
thorough understanding of the exemplary embodiments described herein. However,
it
will be understood by those of ordinary skill in the art that these
embodiments may be
practiced without these specific details. In other instances, well-known
methods,
procedures and components have not been described in detail so as not to
obscure the
description of the embodiments. Furthermore, this description is not to be
considered as
limiting the scope of these embodiments in any way, but rather as merely
describing the
implementation of these various embodiments.
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