Patent Application
20140108244
The increased use of media handling devices, which include automated teller machines (ATMs), may result in additional malfunctions and/or service calls. In accordance with aspects of this invention, other types of media handling devices may include vending machines, coin counting devices and/or machines, DVD dispensing devices and/or machines, and other similar-type devices or machines. For these media handling devices, the media reject rates are a high contributing factor for failed customer interactions. For ATMs specifically, the cash and check reject rates in ATMs are a high contributing factor for all ATM failed customer interactions. Of surveyed customers that experienced a problem at the ATM, “ATM Rejected/spit out my cash” and “ATM Rejected/spit out my check” are repeatedly the most common responses. The effort to collect, process, and provide results for a method to better understand the customer impact of rejected cash and check deposits is a manual process with several risks. There is a large chance that data from these machines will be partially lost from the month during the process of collecting the data or during routine machine maintenance. Also, due to the fact that this process only accounts for a minimal amount of the ATM fleet's performance, there could be poor performing machines that are not monitored. Accordingly, a system and method of establishing a process of monitoring ATM performance related to reject rate enhances the ability to better understand the customer experience and make targeted improvements. Additionally, a system and method of establishing a process of monitoring a media deposit machine performance related to reject rate enhances the ability to better understand the customer experience and make targeted improvements.
The following presents a simplified summary in order to provide a basic understanding of some aspects of the invention. The summary is not an extensive overview of the invention. It is neither intended to identify key or critical elements of the invention nor to delineate the scope of the invention. The following summary merely presents some concepts of the invention in a simplified form as a prelude to the description below.
According to one or more aspects, a method of providing reject rate data and monitoring ATM performance related to the reject rate data that may include the steps of: 1) receiving a deposit (cash or check) into an ATM depository (cash or check), wherein the cash or check items deposited are either accepted or rejected into the ATM depository; 2) if the deposited item is rejected, ejecting the deposited item from the ATM depository; 3) determining, by a processor, a reject rate determined from total number of rejected deposit items divided by the total number of processed deposit items; 4) analyzing, by a processor, a set of reject rate data for trending and statistical comparative analysis, wherein the set of reject rate data is consolidated from multiple reject rates. The method may further include the step of: providing, by a processor, predictive fault tracing to predict in advance when the ATM needs maintenance. The set of reject rate data may be collected for an ATM fleet. Additionally, the set of reject rate data may be collected daily from the ATM fleet.
In another aspect of the invention, the analyzing step may include one or more of the following statistical tools: significance testing, hypothesis testing, ANOVAs, regression analysis, and control charting over time. The trending and statistical comparative analysis may provide pre-emptive scheduling for maintenance. The trending and statistical comparative analysis may provide a comparison of vendors, models, or like characteristics for a group of ATMs for identifying possible opportunities for improved performance. The trending and statistical comparative analysis may provide a means for identifying individual ATMs exhibiting poor performance
In another aspect of the invention, a method of providing reject rate data and monitoring ATM performance related to the reject rate data, wherein the method may include the steps of: 1) transferring a set of rejection rate data from one or more ATMs, wherein the reject rate data is defined as the number of item rejections divided by the number of items processed at an ATM; 2) loading the set of rejection rate data into a data warehouse; 3) transforming, by a processor, the set of rejection rate data within the data warehouse into a format that can be analyzed and statistically compared; and 4) displaying, on a display connected to the processor, the set of rejection rate data. The method may further include the step of: providing, by a processor, predictive fault tracing to predict in advance when the ATM needs maintenance.
In another aspect of the invention, the method may further include the step of: analyzing, by a processor, the set of reject rate data for trending and statistical comparative analysis. The analyzing step may include one or more of the following statistical tools: significance testing, hypothesis testing, ANOVAs, regression analysis, and control charting over time. The trending and statistical comparative analysis provides pre-emptive scheduling for maintenance. The trending and statistical comparative analysis may provide a comparison of old software versus new software installations for the ATM. The trending and statistical comparative analysis may provide a comparison of old hardware versus new hardware installations for the ATM. The trending and statistical comparative analysis may provide a comparison of vendors, models, or any like characteristics for a given group of ATMs.
In another aspect of the invention, a method of providing reject rate data and monitoring ATM performance related to the reject rate data, where the method may include the steps of: 1) receiving a deposit into an ATM depository, wherein the deposit is either accepted or rejected at the ATM depository; 2) if the deposit is rejected, ejecting the deposit from the ATM depository; 3) determining, by a processor, a reject rate determined from total number of rejected deposited items divided by the total number of processed deposited items; 4) analyzing, by a processor, a set of reject rate data for trending and statistical comparative analysis, wherein the set of reject rate data is consolidated from multiple reject rates; 5) transferring the set of reject rate data from one or more ATMs; 6) loading the set of rejection rate data into a data warehouse; 7) transforming, by a processor, the set of rejection rate data within the data warehouse into a format that can be analyzed and statistically compared; and 8) displaying, on a display connected to the processor, the set of rejection rate data. The method may also include the step of analyzing, by a processor, the set of reject rate data for trending and statistical comparative analysis. The method may further include the step of providing, by a processor, predictive fault tracing to predict in advance when the ATM needs maintenance.
The present disclosure is illustrated by way of example and not limited in the accompanying figures in which like reference numerals indicate similar elements.
In the following description of various illustrative embodiments, reference is made to the accompanying drawings, which form a part hereof, and in which is shown, by way of illustration, various embodiments in which the claimed subject matter may be practiced. It is to be understood that other embodiments may be utilized and structural and functional modifications may be made without departing from the scope of the present claimed subject matter.
I/O 109 may include a microphone, mouse, keypad, touch screen, scanner, optical reader, and/or stylus (or other input device(s)) through which a user of server 101 may provide input, and may also include one or more of a speaker for providing audio output and a video display device for providing textual, audiovisual and/or graphical output. Software may be stored within memory 115 and/or other storage to provide instructions to processor 103 for enabling server 101 to perform various functions. For example, memory 115 may store software used by the server 101, such as an operating system 117, application programs 119, and an associated database 121. In accordance with aspects of this invention, the associated database may be defined as an ATM centralized database 121 or database warehouse 121. Alternatively, some or all of server 101 computer executable instructions may be embodied in hardware or firmware (not shown).
The server 101 may operate in a networked environment supporting connections to one or more remote computers, such as terminals 141 and 151. The terminals 141 and 151 may be personal computers or servers that include many or all of the elements described above relative to the server 101. The network connections depicted in
Computing device 101 and/or terminals 141 or 151 may also be mobile terminals (e.g., mobile phones, PDAs, notebooks) including various other components, such as a battery, speaker, and antennas (not shown). The service computing devices 141 and 151 may be personal computing devices or servers that include many or all of the elements described above relative to the computing device 101. Service computing device 161 may be a mobile device communicating over wireless carrier channel 171, for example as may be utilized and/or carried by a service technician during a service call.
The disclosure is operational with numerous other general purpose or special purpose computing system environments or configurations. Examples of well-known computing systems, environments, and/or configurations that may be suitable for use with the disclosure include, but are not limited to, personal computers, server computers, hand-held or laptop devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable consumer electronics, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like.
The disclosure may be described in the general context of computer-executable instructions, such as program modules, being executed by one or more computers and/or one or more processors associated with the computers. Generally, program modules include routines, programs, objects, components, and/or data structures that perform particular tasks or implement particular abstract data types. Aspects of the disclosure may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.
The systems, devices, and/or networks of
In some instances, a financial institution may have several ATMs. For instance,
In an aspect according to this invention, apparatus, methods, or processes may be provided to implement an automated monitoring system that provides a reject rate and reject rate results for media handling device, such an ATM 202 continuously. Additionally, the apparatus, methods, or processes may be provided to implement an automated monitoring system that provides a reject rate for all of the media handling devices, such as ATMs 202, from an organization. Additionally, in an aspect of this invention, the apparatus, methods, or processes may continually improve a reject rate by utilizing different methodologies and rules such as statistical process control and close loop corrective action. Additionally, in another aspect of this invention, the apparatus, methods, or processes may provide a visibility to the entire fleet of ATMs 202, which will work to understand the process capability for each validator type and work to provide continuous improvement. Additionally, the apparatus, methods, or processes of the present invention may provide a design and implement a robust measurement system to enable monitoring the reject rate for all machines in the ATM fleet 202 every day including the automated data collection process, data storage site, and reporting structure of this data.
Media handling devices generally accept deposits from customers. Those media handling devices may sometimes reject the items. The remaining description will detail the use of ATMs and cash and/or checks as the media. It should be understood that any media handling device may be utilized and substituted throughout the remainder of the description of this invention, wherein the items that are deposited and accepted being utilized as the media. For example, with ATMs, ATMs 202 generally accept deposits from customers. ATMs 202 may sometimes reject the items, such as perfectly acceptable cash or checks. This can be bothersome to the customers and provides poor customer service to the customer. In an aspect of the invention, an ATM reject rate system 100 may be provided to gain the visibility at the ATM 202 of how many items (which may include all forms of cash, dollar bills in all denominations, other such notes, and checks) the machine is accepting and how many items the machine is rejecting. The ATM deposit system 100 may include a processor, and other components as described above and as illustrated in
In another aspect of this invention, the ATM deposit system 100 may be utilized to improve the performance of ATMs 202. For example, the ATM deposit system 100 may provide predictive measures that may be utilized to analyze and review the reject rate data from the ATMs 202. For a group of ATMs 202, the predictive measures may be utilized to provide characteristics for the entire group of ATMs 202 that may need updating in order to improve the reject rate of the entire group of ATMs 202. For individual ATMs 202, the predictive measures may be utilized for reporting for potential maintenance or service-related reasons.
In another aspect of this invention, the ATM reject deposit 100 may be utilized to provide predictive fault tracing. The ATM deposit system 100, utilizing the reject rate information from the ATMs 202, may predict in advance when an ATM 202 may need maintenance or may need service. For example, the ATM deposit system 100 may provide a notification based on how the ATM 202 is able to accept items on whether or not the ATM 202 needs maintenance or service.
In an aspect of the invention, the ATM deposit system 100 may perform this predictive fault tracing by analyzing the individual ATM 202 and comparing the historical data of that individual ATM 202 for the reject rate. For example, if the reject rate for the ATM 202 begins to trend upward, the ATM deposit system 100 may sense or predict a possible fault in that ATM 202. In another aspect of this invention, the ATM deposit system 100 may perform this predictive fault tracing by analyzing the reject rate information of that individual ATM 202 as compared to other ATMs 202. For example, if the reject rate of that individual ATM 202 trends higher than the reject rate of the other ATMs 202 in the area or the other like characteristics of ATMs 202, then the ATM deposit system 100 may sense or predict a possible fault in that individual ATM 202.
This ability to proactively detect degraded performance may be utilized for other machines without departing from this invention. For example, this predictive detection may be utilized by check depositors, vending machines, and other such similar machines that accept media. Many different parts or areas of the deposit receiving section of the ATM 202 may be providing the degraded performance. For example, the degraded performance may be caused by jams, shutters not working, mechanical instruments that are not being met, and/or scanners not working correctly. Other causes may be included without departing from this invention.
In another aspect of the invention, the ATM deposit system 100 and/or the data warehouse 121 may provide analytical tools. Generally, the analytical tools may provide a means to analyze how the ATMs are performing against each other and how they are performing as compared to historical values. For example, the ATM deposit system 100 and/or the data warehouse 121 may provide trending and/or statistical comparative analysis of the reject rate information from the ATMs 202. The reject rate information may be collected by all ATMs 202 in a fleet, or multiple ATMs in the fleet. The reject rate information may be collected daily, multiple times a day, or multiple times per week, without departing from this invention. The trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide analysis of different types of machines or models, trending over time, outlier identification. Additionally, the trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide information about individual poor performing ATMs 202 or even ATM with like characteristics (e.g. models, hardware characteristics, software versions, location) that perform poorly. The trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may further provide chronic statistical comparative analysis, such as before and after ATM updates (e.g. software, firmware, hardware). The trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may further provide chronic statistical comparative analysis, such as before and after servicing, such as providing information on whether the technician was effective for targeting servicing or for other issues. The trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may include but not be limited to significance testing, hypothesis testing, ANOVAs, regression analysis, control charting over time, and other similar statistical analysis tools.
In another aspect of the invention, the trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide pre-emptive scheduling maintenance. For example, maintenance or servicing may be scheduled for any of the deposit receiving unit components when a technician may be scheduled to be on site to perform other maintenance procedures. Additionally, the maintenance or servicing may be automated, such that certain reject rate thresholds may trigger or generate a dispatch or a technician to provide service or maintenance for a given ATM 202 or group of ATMs.
In another aspect of the invention, the trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide comparisons against various different important items for the ATMs 202. For example, the trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide a comparison of old software vs. new software installations. Additionally, the trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide a comparison of old hardware or components vs. new hardware or components. Furthermore, the trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide a comparison of different vendors or different models of ATMs 202. The trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide a comparison of any like characteristics for the group of ATMs 202.
If the ATM deposit system 100 accepts the item for deposit, the item is counted as “accepted” in the ATM deposit system 100 and the data warehouse 121. Additionally, if the ATM deposit system 100 rejects the item for deposit, the item is counted as “rejected” in the ATM deposit system 100 and the data warehouse 121. As was described above, the ATM deposit system 100 may then determine a reject rate based on the items counted as “accepted” and the items counted as “rejected.” The ATM deposit system 100 may determine the reject rate as the “rejected” items divided by the total number of processed items (which equals the “accepted” items plus the “rejected” items).
Following step 406, the media handling device or the ATM deposit system 100 may either accept or reject the item for deposit. If the ATM deposit system 100 accepts the item for deposit, step 408 follows. In step 408, the customer completes the interaction at the media handling device or the deposit at the ATM 202. Further, in step 410, the interaction may be recorded to the system of record or the ATM 202 and the ATM processing system may deposit the amount of the deposit into the customer's account. In step 412, the method and the transaction may be complete.
If the media handling device or the ATM deposit system 100 rejects the item for deposit, step 414 follows. In step 414, the media handling device or the ATM ejects the item from the device or the ATM to the customer. When the ATM ejects the item from the ATM 202 to the customer, the ATM deposit system 100 counts those items as “rejected.”
In step 416, the customer may then decide to re-insert the item again or not re-insert the item. If the customer re-inserts the item, then the process or method returns to step 406, to determines if the ATM deposit system 100 accepts the re-inserted items and follows on as described above. If the customer decides not to reinsert the item at step 416, then step 412, wherein the method and transaction are complete.
Furthermore in these steps as illustrated in
In another aspect of this invention, the ATM deposit system 100 and the data warehouse may provide analytical tools. Generally, the analytical tools may provide a means to analyze how the ATMs are performing against each other and how they are historically performing. For example, the ATM deposit system 100 and/or the data warehouse 121 may provide trending and/or statistical comparative analysis of the reject rate data from the ATMs 202. The reject rate data may be collected by all ATMs 202 in a fleet, or multiple ATMs in the fleet, and collected daily, multiple times a day, or multiple times per week.
The trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may provide analysis of different types of machines, models, or other like characteristics, trending over time, outlier identification. Additionally, the trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may provide information about individual poor performing ATMs 202 or even ATM groups that perform poorly. The trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may further provide chronic statistical comparative analysis, such as before and after any ATM update (e.g. software, firmware, hardware updates). The trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may further provide chronic statistical comparative analysis, such as before and after servicing, and further such as providing information on whether the technician was effective for targeting servicing or for other issues. The trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may include but not be limited to significance testing, hypothesis testing, ANOVAs, control charting over time, and other similar statistical analysis tools.
In another aspect of this invention, the ATM deposit system 100 and data warehouse 121 may provide a trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 that may provide pre-emptive scheduling maintenance.
In another aspect of this invention, the ATM deposit system 100 and the data warehouse 121 may provide a trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 that may provide comparisons against various different important items for the ATMs 202. For example, the trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may provide a comparison of old software vs. new software installations. Additionally, the trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may provide a comparison of old hardware or components vs. new hardware or components. Furthermore, the trending and/or statistical comparative analysis of the reject rate data from the ATMs 202 may provide a comparison of different vendors of different models of ATMs 202. The trending and/or statistical comparative analysis of the reject rate information from the ATMs 202 may provide a comparison of any like characteristics for the group of ATMs 202.
The methods and features recited herein may further be implemented through any number of computer readable media that are able to store computer readable instructions. Examples of computer readable media that may be used include RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, DVD, or other optical disc storage, magnetic cassettes, magnetic tape, magnetic storage and the like.
While illustrative systems and methods described herein embodying various aspects are shown, it will be understood by those skilled in the art that the invention is not limited to these embodiments. Modifications may be made by those skilled in the art, particularly in light of the foregoing teachings. For example, each of the elements of the aforementioned embodiments may be utilized alone or in combination or sub-combination with the elements in the other embodiments. It will also be appreciated and understood that modifications may be made without departing from the true spirit and scope of the present invention. The description is thus to be regarded as illustrative instead of restrictive on the present invention.
