Automated device assistance

US10121125B2 · kind B2 · utility

Assignee

• Bank of America Corporation · US

Inventors

• Christian Mande · Charlotte, US
• Mark Williamson · Charlotte, US
• Brendan Watkins · Newport News, US
• Ryan Furey · Charlotte, US
• Anne Price · Newport, US
• Alison Pearce · Fort Mill, US
• Michelle Bentubo · Orlando, US

Key dates

• Filing date: Jun 30, 2015
• Grant date: Nov 6, 2018
• Expiry date: Nov 20, 2035

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04L41/5061
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A user may perform activities at an automated device having various technical features, such as a display, a printer, a camera, a microphone, a speaker, and other features used to perform activities at the automated device. During performance of an activity, the user may run into an issue and request assistance from an agent having a computing device (e.g., a portable computing device). Additionally or alternatively, the automated device may detect the issue and send a request for assistance to a computing device managing a transaction assistance portal or directly to the agent's computing device. The request may identify the user, the activity, and/or the issue, and the agent and his or her computing device may be used to resolve the issue. The agent's computing device may also be used to facilitate customer relationship management with the user.