US 11,720,869 B2
Detecting usage issues on enterprise systems and dynamically providing user assistance
Naga Vamsi Krishna Akkapeddi, Charlotte, NC (US); Morgan S. Allen, Waxhaw, NC (US); Susan Moss, Vestal, NY (US); Stephen T. Shannon, Charlotte, NC (US); Siten Sanghvi, Westfield, NJ (US); and Pratap Dande, Saint Johns, FL (US)
Assigned to Bank of America Corporation, Charlotte, NC (US)
Filed by Bank of America Corporation, Charlotte, NC (US)
Filed on Jul. 27, 2020, as Appl. No. 16/939,807.
Prior Publication US 2022/0027875 A1, Jan. 27, 2022
Int. Cl. G06Q 20/10 (2012.01); G06V 40/16 (2022.01); G06V 20/52 (2022.01); G06V 20/62 (2022.01)
CPC G06Q 20/1085 (2013.01) [G06V 20/52 (2022.01); G06V 40/166 (2022.01); G06V 40/172 (2022.01); G06V 20/625 (2022.01)] 19 Claims
OG exemplary drawing
 
1. A computing platform, comprising:
at least one processor;
a communication interface communicatively coupled to the at least one processor; and
memory storing computer-readable instructions that, when executed by the at least one processor, cause the computing platform to:
receive, via the communication interface, from an automated teller system, user presence information indicating that a first user has been detected at a first automated teller machine associated with the automated teller system;
identify, based on the user presence information received from the automated teller system, that the first user has a need for assistance with the first automated teller machine associated with the automated teller system, wherein identifying that the first user has the need for assistance with the first automated teller machine associated with the automated teller system comprises determining that the first user is idle for more than a threshold amount of time at the first automated teller machine;
in response to identifying that the first user has the need for assistance, generate one or more commands directing the first automated teller machine associated with the automated teller system to execute one or more automated assistance actions corresponding to the need for assistance; and
send, via the communication interface, to the automated teller system, the one or more commands directing the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance, wherein sending the one or more commands directing the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance causes the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance.