US 12,223,479 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 Jun. 20, 2023, as Appl. No. 18/211,662.
Application 18/211,662 is a continuation of application No. 16/939,807, filed on Jul. 27, 2020, granted, now 11,720,869.
Prior Publication US 2023/0334451 A1, Oct. 19, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 20/10 (2012.01); G06V 20/52 (2022.01); G06V 20/62 (2022.01); G06V 40/16 (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 usage issue that includes a need for assistance with the first automated teller machine associated with the automated teller system, wherein identifying that the first user has the usage issue that includes the need for assistance with the first automated teller machine associated with the automated teller system comprises:
determining that the first user is holding one or more physical items based on object detection data captured by a camera connected to the first automated teller machine associated with the automated teller system, and
determining that the first user is linked to a foreign institution based on user credentials data received from the first automated teller machine associated with the automated teller system, wherein the foreign institution is associated with another automated teller system having a layout different from 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.