WO2000028495A1

WO2000028495A1 - Self-service terminal

Info

Publication number: WO2000028495A1
Application number: PCT/GB1999/003676
Authority: WO
Inventors: John Gerad Savage; Jonathan Simon Black; Kenneth Andrew Nicoll
Original assignee: Ncr International, Inc.
Priority date: 1998-11-11
Filing date: 1999-11-08
Publication date: 2000-05-18
Also published as: DE69905929T2; DE69905929D1; ES2192085T3; EP1129440A1; EP1129440B1; GB9824762D0; US7194414B1

Abstract

A self-service terminal, such as an ATM (10), comprises a speech generator (31) and loudspeaker (30) for producing natural language operating instructions for a user, and a user interface (12) permitting the user to interact with the terminal (10) in response to the spoken instructions. The user interface may include a microphone (32) and a speech recognition module (33).

Description

SELF-SERVICE TERMINAL

This invention relates to a self-service terminal (SST) , such as an automated teller machine (ATM) . In

particular, the present invention relates to an SST which

facilitates communication with a user.

A conventional self-service terminal (SST) , such as an

automated teller machine (ATM) , comprises a user keypad

for, among other things, selecting menu options, inputting

personal identification number (PINs) and the like, and a

screen for displaying information to be read by the user,

such as instructions and prompts. SSTs used to carry-out

security sensitive operations, such as an ATM utilised in

the withdrawal of funds from a bank account, may also

incorporate means for assisting in identifying a user, or

verifying the identity of a user, such as a card reader,

accessed via a card reader slot.

While such conventional machines may be used without

difficulty by many people, there is a significant

proportion of the population who will experience

difficulties interacting with such machines. In

particular, user instructions and prompts are displayed on a relatively small CRT or LCD display, and thus persons with reading difficulties or any visual impairment may find

it difficult if not impossible to operate a machine. For

example, a person who is "long-sighted", and who does not

have vision-correcting eyeglasses in their possession, may

have difficulty reading instructions and prompts from such

a display.

It is among the objectives of embodiments of the

present invention to obviate or mitigate this dis dvantage.

According to the present invention there is provided

a self-service terminal (SST) comprising:

instructing means for producing audible terminal

operating instructions for the user; interface means for permitting the user to interact

with the terminal in response to said instructions; and

means for processing user interactions with the

terminal .

According to another aspect of the present invention

there is provided a method of operating a self-service

terminal (SST) , the method comprising:

producing audible device operating instructions for a

terminal user; permitting the user to interact with the terminal in response to said instructions; and

processing user interactions with the terminal.

As used herein, the term "device operating

instructions" is intended to encompass terminal outputs

such as prompts and information relating to a transaction

or operation to be carried out on the SST, and also

information or other matter not directly relevant is a

current transaction or operation, such as information on

other services provided by the device operator, for example

information on services provided by a financial

institution, or an invitation to arrange a meeting with an

advisor.

In a preferred embodiment the present invention

permits a self-service terminal to communicate with a user

through natural speech or other sounds, and thus obviates

the difficulties associated with the user having to read

device operating instructions or prompts from a small

screen or other display.

Preferably, the terminal further comprises means for

recognising natural speech, such that the user may interact

with the terminal using spoken instructions and prompts.

This permits the user and terminal to converse: the

terminal will issue instructions in natural speech; the user will provide a spoken response; and the terminal will

process and react to the user response. The instructions

issued may be tailored to provoke a number of predetermined

responses, for example "yes" or "no", and the processing

means may be tailored to expect and respond appropriately

to a selected one of the anticipated responses.

Preferably also, the instructing means is capable of

producing a selected one of a plurality of voices during a

transaction or operation, for example a female voice and a

male voice. The voice produced by the terminal may be pre¬

selected by the user, or be pre-selected depending on the age or sex of the user, for example the terminal may issue

instructions with a young person's voice when it has been

ascertained that a young person is using the machine. In

addition, the instructing means may be capable of issuing

instructions in a local accent or dialect, and where the

terminal includes speech recognition means, such means may

be capable of receiving and understanding instructions in a local accent or dialect: for example, in some parts of

the United Kingdom, many people will use the word "Aye",

rather than "Yes", and numbers, as may make up a personal

identification number (PIN) or a sum of funds to be

withdrawn from an ATM, are often pronounced differently in different geographical areas.

The terminal may further comprise means for

identifying the user or verifying the identity of the user.

Such means may include a card reader or a biometric

sensor, and the user may also have to verify their identity

by inputting a personal identification number (PIN) or code

word.

The terminal may further comprise means for sensing

that a user wishes to use the terminal, such as a proximity

sensor which identifies that a user has approached the

terminal, and on sensing the presence of the user the

instructing means may issue an initial instruction, prompt

or greeting and the user interaction means be prepared to

receive one of a number of anticipated user inputs or

responses, or to initiate a user identification or identity

verification process. In the absence of an appropriate

user input within a predetermined time interval, the

terminal may return to a "waiting" mode, ready to greet the

next user.

These and other aspects of the present invention will

now be described, by way of example, with reference to the

accompanying drawings, in which:

Figure 1 is a diagrammatic representation of an SST in accordance with one embodiment of the present invention, in

the form of an ATM; and

Figure 2 is a block diagram representation of the

terminal of Figure 2.

Reference is first made to Figure 1 of the drawings,

which illustrates an SST in accordance with one embodiment

of the present invention in the form of an ATM 10. In this

example, the ATM 10 includes many of the features of a

conventional ATM, namely an interface means in the form of

a user panel 12 including a card reader slot 14 (which is

shown having means for identifying the user in the form of

an identification card 15 partially inserted therein) , a

key pad 16 for entering the user's personal identification number (PIN) and transaction details, a cash dispenser slot

18 through which bank notes are dispensed to a user, a

display screen 20 for providing information to the user,

additional keys 21 disposed at opposite sides of the screen

20 for enabling the user to select preset functions

displayed on the screen 20 and aligned with the additional

keys 21, and a receipt printer slot 22 through which a

receipt for a transaction may be delivered to a user at the

end of a transaction.

In addition, the ATM 10 of the present invention includes a loudspeaker 30 and a microphone 32, which allow

the ATM 10 and the user to communicate primarily or solely

using natural speech, as described below.

Reference is now also made to Figure 2 of the

drawings, which is a block diagram of the ATM 10 of Figure

1. Figure 2 shows a user interface module block 40

including the loudspeaker 30, a speech generation module

31, the microphone 32 and a speech processing and

recognition module 33. The block 40 also includes the

other elements found in a conventional ATM user interface,

that is a card reader module 42, the key pad 16, the

display 20, and a receipt printer module 44. The card

reader module 42 and the receipt printer module 44 are

associated with the respective slots 14 and 22 of the user

panel 12 of the ATM 10. Figure 2 also shows a cash

dispenser module 46 which is associated with the cash

dispenser slot 18.

The ATM 10 further comprises processor means in the

form of a controller unit 50 which communicates with

components of the user interface module block 40, with an

operator panel 52 mounted inside to ATM 10, and with the

cash dispenser module 46.

The operator panel 52 contains circuitry for enabling an authorised operator to interact with the ATM 10.

Standard operator panels 52 are used on a commercially

available ATMs and are well known in the art. Similarly,

the cash dispenser module 46 will not be described herein

as it is a standard feature of a conventional ATM.

The controller unit 50 includes a processor unit 54

and a non-volatile memory 56. The processor unit 54 and

memory 56 may be implemented by a micro-computer having

non-volatile RAM; suitable computers and memories are

readily available commercially.

In use, the user inserts their card 15 into the card

reader slot, and identification data encoded on the card

(typically in a magnetic strip located on one side of the

card) is read by the card reader module 42. By doing this

the user is claiming an identity. For using this example

of an ATM 10, the user will have previously identified a

preference for the manner in which the user communicates

with ATMs 10: in the conventional manner via the screen

display 20 and the keypad 16 and keys 21; or, where

available, by natural speech via the loudspeaker 30 and

microphone 32. In the latter case, the user is requested, by appropriate actuation of the speech generation module 31

and loudspeaker 30, to state their identification number (PIN) or a code word to verify the claimed identity, that

is to verify that the person in possession of the card 15

is the authorised card owner. The user then speaks into

the microphone 32, the speech recognition module 33

processing the speech sounds. If the user's identity is

verified by recitation of the correct PIN or code word, the

user is permitted to access the facilities provided by the

ATM 10 and a menu of the various transactions available to

the user is described via the loudspeaker 30: the speech

generation module 31 may be controlled to run through a

sequence of options and to prompt a particular response if

a particular option is to be selected, for example:

ATM: "If you wish to withdraw cash, please say

"one" into the microphone; or

if you wish to hear your account balance;

please say "two" . "

User: "One".

This "conversation" continues until the transaction

has been completed, or is interrupted.

It will be apparent to those of skill in the art that

the ATM 10 described above may be utilised without difficulty by users with reading difficulties and users who

are visually impaired. Further, it is anticipated that

many other users would prefer to converse with a terminal,

particularly as the voice generation module 31 may be

configured to issue instructions in a particular voice,

accent or dialect: for example, the ATM 10 may converse

with a user with a woman's voice, with a local accent and

in local dialect. Other users may choose other voices, or

the voice may be selected by the ATM operator: a user

whose account is overdrawn may be advised, in a stern male

voice, to immediately contact the relevant financial

institution. Also, the voice may be varied during a

transaction, for example one voice may be used to issue

instructions and prompts, and another voice used to

describe other services not related to the transaction in

progress .

Similarly, the speech recognition module 33 may be

configured to expect instructions and prompts from the user

in different voices, accents and dialects.

Users may be reluctant to converse with a terminal

within earshot of others, particularly where security

sensitive information, such as a PIN or code word, is being

relayed to the terminal. Accordingly, terminals in accordance with the invention may be enclosed, partially

enclosed, or otherwise arranged to minimise the possibility

of the conversation between the terminal and the user from

being overheard by third parties. Alternatively, or in

addition, the terminal may be provided with sensors for

determining the location of the user, and directional

loudspeakers and microphones, such that the speech volume

may be kept at a relatively low level, and to assist in

eliminating background noise.

To obviate the requirement for the user to state an

identification number (PIN) or the like, terminals in

accordance with the invention may utilise biometric sensing

means for identifying or verifying the identity of the user. Such biometric sensing means are known and may use

one or more of a variety of biometric patterns, including

iris patterns, fingerprints, palm prints, voice patterns,

finger geometry, or other physical traits or

characteristics .

The embodiment described above incorporates many of

the features of a conventional ATM, however it is of course

possible to provide a terminal in accordance with the

invention which may omit, for example, the keypad 16,

display screen 20 and keys 21, with a corresponding saving in costs, and providing greater flexibility in the design

and configuration of the terminal .

In other embodiments, the SST may take a different

form from that illustrated and described, for example a kiosk for issuing flight tickets.

Claims

1. A self-service terminal (10) comprising:

instructing means (30, 31) for producing audible

terminal operating instructions for the user;

interface means (12) for permitting the user to

interact with the terminal (10) in response to said

instructions; and

means (54) for processing user interactions with the

terminal .

2. The terminal of claim 1, wherein the instructing means

(30, 31) issues device operating instructions in natural

speech.

3. The terminal of claim 1 or 2, comprising means (32,

33) for recognising speech, such that the user may interact

with the terminal using spoken instructions and prompts.

4. The terminal of any of the preceding claims, wherein

the instructing means (30, 31) produces a selected one of

a plurality of available voices during a transaction or operation.

5. The terminal of any of the preceding claims further

comprising means for one of identifying the user and

verifying the identity of the user.

6. A method of operating a self-service terminal (SST),

the method comprising:

producing audible terminal operating instructions for

a terminal user;

permitting the user to interact with the terminal in

response to said instructions; and

processing user interactions with the terminal .

7. The method of claim 6, wherein the audible terminal

operating instructions comprise natural speech.

8. The method of claim 6 or 7, further comprising

permitting the user to input information to the terminal

using speech.

9. The method of claim 6 , 7 or 8 , wherein the

instructions issued by the terminal are tailored to provoke

one of a number of predetermined response .

10. The method of any of claims 6 to 9, further comprising

producing instructions in a selected one of a plurality of

available voices.