DE102005058620A1 - A method for providing assistance for the operation of a self-service machine and corresponding self-service machine - Google Patents

Abstract

The invention relates to a method for providing assistance for operating a self-service machine (1). In this case, by playing at least one video sequence, supporting instructions or assistance for the machine operation are given, the at least one video sequence being displayed via a user interface (6) of the self-service machine (1). A corresponding self-service machine (1) is also indicated.

Description

The The invention relates to a method for providing assistance for the Operation of a self-service machine and a self-service machine as indicated in claim 1 or 31.

The offer known from the prior art self-service machines now an ever-growing one Functional diversity. The means of these self-service machines enabled, increasingly complex and variable services require accordingly powerful and Flexible user interfaces for carrying out the respective operator actions and for communication between the user and the machine. In many cases includes the user interface of such self-service machines as essential component a screen or a high-resolution color display with a relatively powerful Graphics processor. In many cases, such a self-service machine Also provided a so-called touch screen, so that both a visual output of graphics and text for the user as well as a Entering commands or a selection of options by touching the Screens in the appropriate places is possible. Frequently becomes Such a user interface also by appropriate acoustic Output medium supplemented. often are also several, specially trained keypads or individual Buttons or switching elements provided, such. the keypad of a special, Safety-certified payment module, for example for settlement a cashless payment process. Case by case are also different, from Screen distanced automatic parts, such. a printer for output of receipts or printed adhesive labels, a magnetic or chip card reader, a barcode scanner and the like, in the required operations included. Especially in so-called parcel machines are also several in principle possible, partly behind special doors or flaps hidden access openings for takeover or transfer of objects in the operating or Include service process. It may happen that then, if a user or customer to a specific operator or to ask for information, often for him It is not clear how this should actually happen or can happen, if so more options are provided. For example, many people are neither with the Operation, nor with the use of a permanently installed or built-in barcode scanner familiar. In the event that the scanner could not properly capture the corresponding barcode is one high number of operators are not clear on how they are the chance of a successful scanning process can improve or as necessary, by manually entering information the scanning process to be able to deal with. Furthermore some of those provided by the machine builders, practical handling aids by the users sometimes not at all perceived as such and therefore not used properly.

investigations have shown that a considerable number of reported customer complaints to machine malfunctions in reality due to operator error and comprehension difficulties. Uncertainties or errors in the operation then have a negative effect on the customer acceptance and cost-effectiveness of such automatic systems out. Furthermore Many people have a considerable reluctance to work independently from initially largely unknown devices or vending machines. These people feel unsure about the proper understanding of the required Operating actions and are afraid to put wrong actions.

the State of the art belong in this regard solutions indicating which various visually perceptible signaling means, e.g. Luminous arrows, to provide at the different parts of the machine. These signaling devices are activated when prompted by the customer is, on a certain machine component a specific operator action make. This is intended to attract the attention of the operator the corresponding automatic component be steered. In addition to the unsafe and imprecise Information presentation, which is especially the use of flashes often mistaken As a warning signal, this assistance requires the Attaching additional Signaling means and corresponding control equipment. Especially is an elevated one Number of digital control outputs required for specific activation of the signal means.

Sometimes a microphone is also provided, so that the user can establish a direct contact with a help desk or a service center in the event of handling problems or incidents via a telecommunications connection. Especially when such self-service machines - as known per se - are operated as part of an entire automatic network, a user can in case of problems with the operation by means of the built-in microphone and a loudspeaker at the touch of a button with an employee of the machine operator or with a service Center in speaking contact. This help desk can then be used to provide customized assistance. In addition to the disadvantage of the technical and personnel expense of such a solution, there is experience already in the In the use of such assistance is often difficult. Users are often unclear where the microphone is actually installed and sometimes high levels of noise on busy sites make communication with the service center even more difficult.

Of the The present invention is based on the object, a method for providing assistance for the operation of a self-service machine or to create a self-service machine, with which a general group of people without special knowledge and without special training also more complex and extensive operations allows or facilitated.

The The object of the invention is achieved by a method according to claim 1 and solved by a self-service machine according to claim 31.

One Advantage of the invention is solution alone in the fact that the user is given assistance, the natural one Learning process by presenting and imitating is already very close. Through the film-like representations in the video sequences of the Capture essential content much easier and faster by the operator as by textual or symbolic instructions on the machine fronts or on their ads. The users or customers find each other the machine according to the invention faster and more reliable cope. In addition, that alone in the introductory phase new automatic systems right from the beginning a better and faster Customer acceptance can be achieved, which significantly contributes to the economic Success of such automatic systems. An essential Another advantage is that the corresponding video sequences on the User interface of the self-service machine are issued, so that a content preparation or enrollment for a Operator is not absolutely necessary in order to handle even more complex processes or operations to be able to do. In particular, the video presentation on-site, i. directly at the corresponding self-service machine, be achieved that this video presentation for any User of the self-service machine is available. Private EDP or IT equipment is therefore not necessarily required to take advantage of the video-assisted help function to be able to use. Furthermore strengthens the video-based performance the individual operator actions the confidence of many users and their inhibition thresholds are reduced.

By the measures according to claim 2 is achieved in an advantageous manner that the user Comprehend the operation due to the realistic or the real representations much easier, than by a purely symbolic or textual description. It also works the show the actions by preferred real actors or persons or through realistic Figures positive to a possible rapid and unmistakable Mediation of the respective contents. The record more real Persons for producing the video sequences is beyond easy to carry out, flexible, efficient and reasonably priced compared to creating animated animated sequences.

By the additional activities According to claim 3, the period of time for the mediation of the respective Content again reduced or the intensity or conciseness of the respective assistance be increased.

at the measures according to claim 4 is advantageous that for the video presentation needed Time can be kept very short and the operator always only shown those video sequences gets, which in the current situation in each case expedient or can be helpful. The division into sequences also offers the advantage that individual, possibly not needed Skipped video sequences can be so that the user is not unnecessarily confronted with it and possibly gets confused. That also that the assistance to the respective Requirements or situations can be adjusted as best as possible.

By the measures according to the claims 5 or 6, the user can make the illustrated operations immediately and he does not have to wait for the end of the video sequence. Of the Operating on the machine is thereby accelerated.

From The measures according to claim 7 are also of particular advantage thereby a relatively experienced user or operator with comparatively high Knowledge not necessarily with a plurality of video sequences is dealt with. It is also advantageous that those persons, which are already familiar with the machine control and at least some No longer need assistance, the Under certain circumstances, the respective operator actions can be carried out more quickly. Especially This can be a distraction or an unnecessary delay for comparatively experienced Operator can be avoided.

Also advantageous are the measures according to claim 8, since this eliminates the need for manual assistance, which usually occurs relatively late by many users or which would not occur at all due to excessive demands. In particular, it is ensured that even operators who have a relatively high inhibition threshold, the automa Performing manual activities or being shy of requesting assistance automatically gives the benefit of appropriate support.

The advantageous measures claim 9 cause the corresponding user of the self-service machine primarily only that assistance is leaked, which for him obviously is required. In particular, this can be avoided that Individuals block the self-service machine in time by they retrieve all video sequences out of curiosity or due to play instinct. In particular, this can be done by the program-controlled or automated Selection of the respective video sequence simply and effectively prevented become.

By the contextual assistance according to the measures according to claim 10, the user in an advantageous manner just shown exactly what content he has in the particular situation needed. Lengthy representations of the entire Bedienvorgan ges are thus avoided. Furthermore is achieved by this training that show through the machine and the imitation by the operator immediately in time or can be close to each other. This represents a simple one Understand and remember carefully the given instructions to a greater extent safe.

The the user to be conveyed information or support can through the measures according to claim 11 further increased. In particular, he receives a memorable link from Terms and designations in connection with the claim the service to the respective procedures and activities at the machine as well to its components.

at the measures according to claim 12 is advantageous that the operator his view can also turn away from the user interface and still appropriate Assistance or instructions receives. Regardless, the information content or degree of support the assistance further increased become.

The activities according to claim 13 offer the advantage of being a multilingual self-service machine is created, which in dependence the language skills of each user accordingly easily understandable, can output spoken information.

From Particular advantage in this case are the continuing measures according to claim 14, since This automatically turns the self-service machine on the in the Normally set by the user understood language. additional Manual settings by the user can thus be dispensed with, so that also by a possible slender and optimized or rapid operation is achieved.

at the measures according to claim 15 is advantageous in that due to the locally deposited data rapid access or a very spontaneous reproduction of the corresponding Allows video sequences is. In particular, a relatively responsive and representational or graphically demanding, in particular a high-resolution video presentation demonstrated without data lines or systems for remote transmission data with high bandwidths are necessary.

From Advantage is also the measures according to claim 16, characterized in that the respective video sequences or Audio information is always kept up to date can. About that In addition, a particularly flexible adaptation to new or changed processes is technical easy to carry out. Furthermore, can the price for the implementation and maintenance of the corresponding help function because of a possibility for remote maintenance are kept particularly low.

By the advantageous measures according to claim 17, an operator can provide appropriate assistance at any time Request. Especially if this help call over a On the touch-screen button, additional hardware costs may be incurred for the video-assisted help functions be avoided.

By the measures according to claim 18 or 19 is achieved in an advantageous manner that a person who finds it difficult to navigate automatically appropriate support offered by at least one corresponding video sequence or is done. Another advantage is that a manual request a corresponding support not absolutely necessary.

The activities according to claim 20 allow adequate information and guidance of the user upon entry errors or exceptions, for example, a deviation of the intended operation or a specific behavior of the operator is required or make appropriate. The operating procedure or the scheduled machine process or a specific Automatator status can therefore possibly also when special cases occur immediately or easily continued or restored.

Of particular advantage are the measure according to claim 21 or 22. In this way, the assistance is adapted to the respective user and given only in the respectively required degree. Thus, the assistance for already experienced users can be significantly reduced or completely eliminated. As a result, the user interface remains slender for a relatively experienced user and optimally quickly operable.

By the measures According to claim 23, on the one hand, a high degree of clarity of the respective Video messages achieved. On the other hand, the situation-related Activation of the respective help functions or help measures the user dialog for those Users who are already familiar with the operation are not unnecessarily delayed or the user dialog remains clear and efficient.

The Application of one or more measures according to claim 24 provides in particular for the Operation of so-called parcel depots or parcel machines crucial Advantages. Through the presentation one or more of these actions can be the operation for the time being inexperienced users of such parcel machines significantly simplified can or can by these measures from a complex group of people a high acceptance for such Parcel machines are achieved.

By the measures According to claim 25 is an effective guidance for the respective Created users so that they find their way around very quickly can. About that It is also through the presentation of certain technical elements not necessarily required that the operator the respective technical Knows elements by name. In particular, in an advantageous manner and achieved that way by a simple optical comparison the video presentations with the respective technical elements a quick retrieval possible is without over the technical terms for these technical elements, e.g. Barcode, Scanner, Touch-Screen and the like, to be informed.

Also through the measures according to claim 26 Special or specialist terms are largely treated secondarily. Especially can through a simple visual comparison between the representations in the video sequence and the respective elements a rapid and unmistakable Recognition or identification by almost all Operators without prior knowledge can be reached. Particularly advantageous Safety aspects also arise in connection with a case - by - case, cashless payment process by on the one hand fraudulent, for example Manipulations on a card reader are easier to recognize for a customer are when the card reader for comparison in the unmanipulated state on the display and on the other hand the correct behavior is shown, such as spying when entering the PIN code to prevent.

By the measures according to claim 27, the concentration or attention of the operator especially on certain image sections or elements within the presented Video sequence to be steered. Due to the high contrasts between the realistic or realistic Film presentations and the graphic markings is one particularly striking signaling created.

at the measures according to claim It is advantageous that to a certain context or circumstance different video sequences with different levels of detail are provided. These are then according to the requirement or presented according to the needs of the user. Is a user after playing the simple help anyway unable to successfully execute the required operation, so receives he did not just replay the same video sequence, but for example, a little more detailed and clearer representation. This will create an optimal relationship between Effort and benefits, especially regarding presentation duration and teaching effect achieved.

By the measures according to claim 29 can offer the help offered in scope and presentation the typical needs, wishes and Expectations of different groups of people or individuals automatically or selectable be adjusted.

By the measures According to claim 30, the degree or extent of the assistance becomes automatic to different abilities or adapted to so-called skill levels of the various users, for optimal support to deliver. As a result, can technically relatively unversierte operator the corresponding desired or needed Secure service.

Finally offers a self-service machine according to claim 31 or 32 at least single of the previously described excerpts technical effects or advantages.

The Invention will be described below with reference to the drawings embodiments explained in more detail.

It demonstrate:

1 an embodiment of a self-service machine with video-assisted Hilfefunkti one;

2 a picture from an exemplary video sequence to assist in the operation of the machine in a simplified, highly schematic representation.

Introducing stated that the location information chosen in the description, such as above, bottom, side, etc. on the immediately described and illustrated Figur are related and in a change in position mutatis mutandis to the transfer new situation are. Furthermore you can also individual features or feature combinations from the shown and described actions for yourself, inventive or represent solutions according to the invention.

In 1 is an exemplary embodiment of a self-service machine 1 illustrated. Under the term self-service machine 1 In particular, service machines are to be understood in which a specific service can be claimed by self-service by a general group of persons. Typical self-service machines 1 are preferably parcel machines or so-called parcel depots, ATMs, Mietfachanlagen, vending machines, ticket machines, transfer machines and check-in machines.

Such self-service machines 1 enable the widespread, decentralized provision of services in close proximity to potential users or customers of the vending machines, without the need for direct involvement of local staff. In addition to a local proximity to the customer or user group, above all, the temporal independence or the decoupling of the service or the transfer between a service provider and a service recipient is a significant advantage of these self-service machines 1 , Their use therefore tends to increase. The possibility of a 24-hour service is a major advantage of self-service machines 1 ,

Such a self-service machine 1 can be used as a storage machine for any physical objects 2 be executed. Things 2 may also be formed by any containers for liquid or gaseous media. The self-service machine 1 receivable items 2 can thus also be defined by packaging or container with piece goods, free-flowing or other materials or goods.

A primary purpose of the self-service machine exemplified 1 lies in the depositing or temporary storage of objects 2 , in particular parcels or correspondence. The self-service machine 1 but may also be for a sale, a rental, a delivery, an issue and / or a return of items 2 serve.

Optionally, within the self-service machine 1 various processing or treatment processes, such as a reprocessing or restoration of objects recorded therein 2 to be executed. A special benefit of the preferred self-service machine 1 also lies in the fact that a secure delivery of an item 2 between authorized persons or within a certain group of persons, such as between a service provider and a service recipient. This secure transfer can despite temporally different presence at the transfer point, ie the self-service machine 1 , be accomplished.

Frequently, the handover of an item 2 between relevant persons compulsorily to a remuneration of various achievements in connection with the object 2 connected. Such benefits may be due, for example, to the sale, processing, storage or lending of goods 2 enter or be required. Such a payment process at the self-service machine 1 can be settled in the form of cash or preferably non-cash deposit or withdrawal transactions or by a collection or a cancellation of credit vouchers or prepaid cards. For such payment transactions can self-service machines 1 Well-known from the prior art devices, such as magnetic or chip card readers for credit or debit cards, be formed.

For picking up or temporarily storing corresponding objects 2 includes the self-service machine exemplified 1 a plurality of separate, usually mutually adjacent compartments 3 , Access to the subjects 3 this compartment arrangement in the self-service machine 1 can do this by assigning individual doors 4 ie every subject 3 is an automatically locked or unlocked door assigned, regulated. Instead of this locker-like, matrix-shaped fan or door arrangement, the self-service machine 1 also have a known from the prior art single-door access arrangement or a central door assembly, in which a plurality of compartments can be protected against unauthorized access via at least one door or over a relatively smaller number of doors. Furthermore, it is possible that The access to a specific subject from a plurality of subjects is controlled or automatically regulated via a single door or access opening and depending on the respective access rights.

To at least individual functions of the self-service machine 1 to run at least partially automated, is the self-service machine 1 at least one electrical or electronic control device 5 assigned. Preferred is such a control device 5 in the self-service machine 1 integrated. This electrical control device 5 comprises, as known per se, at least one software-controlled processor or microcontroller for controlling and monitoring or regulating at least the internal processes and / or the device-side functions. This control device 5 has several electrical or optical interfaces to corresponding actuators and / or sensors of the self-service machine 1 on. In addition, the control device forms 5 a user-side interface or is a so-called human-machine interface or user interface 6 with the control device 5 coupled. This operator interface 6 is preferred by a in the self-service machine 1 integrated terminal 7 educated. Alternatively, the operator interface 6 or the terminal 7 also independently trained and somewhat distanced to the actual self-service machine 1 with the respective subjects 3 be arranged. The operator interface 6 or the terminal 7 includes input and / or output means known from the prior art 8th for influencing or signaling the operating functions and processes of at least the self-service machine 1 , These input and / or output means 8th can, for example, by buttons, switches, displays, screens and / or by combined input and output means 8th , preferably in the form of a touch-sensitive screen, ie in the form of a so-called touch screen 9 be formed.

Often are at the self-service machine 1 also input and / or output means 8th in the form of any known from the prior art identification means 10 executed. Such identification means 10 for persons can be formed eg by reading devices for identification, credit or payment cards (debit cards). Often, input means for a user name and possibly for passwords or PIN codes are required. Occasionally, an identification of persons via biometric identification means, such as fingerprint sensors, or via speech recognition modules. objects 2 are often automatically detected or registered via barcode sections or transponders or radio frequency labels, what then a barcode scanner 11 or a non-contact reading device for electrical or magnetic identification carrier is formed on the user interface. Occasionally mechanical keys are required or may be provided a combination of several of the aforementioned means. A particularly advantageous identification means 10 in terms of reliability and Wandalismussicherheit are contactless communicating means of identification 10 , such as individualized microwave transponders. The input and / or output means 8th but you can also use a printer 15 , in particular for adhesive labels with machine-readable codes for identifying or marking the respective article 2 or for printed documents.

Especially in the execution of the self-service machine 1 as parcel machine is as input and / or output means 8th for data or information or commands an optoelectronic scanner 11 trained whose use or use a general group of people is usually unknown. In such a self-service machine 1 is usually also a magnetic card or chip card reader 12 executed, whose use is still rather familiar to an indefinite group of people, but often raises ambiguity. In such parcel machines is usually also a printer 15 required for labels or receipts, which can additionally increase the number of technical components or the number of necessary operating steps.

The self-service machine 1 Implemented scope of electrical or electronic components depends essentially on the required functionality of the machine, with a series of expansion stages or special functionalities for the self-service machine 1 are conceivable.

The previously described self-service machines 1 or their previously described structure thus requires a plurality of successive operations or a choice of several possible options. In addition, with different services, the respective required operating procedures can vary and thus the operating procedures are not the same for every operator. This is due to the fact that such self-service machines 1 to offer an already extensive and ever-increasing variety of functions. The self-service machines 1 So take over increasingly complex or extensive services that were previously offered under appropriate staffing.

A relatively large variety of functions have especially designed for a self-service parcel machines, with which the delivery and the shipment of parcel or Briefsendun conditions is improved or can be done more efficiently. In the past, these services were mainly handled directly at the delivery address or at the post offices. After these operations are relatively extensive or variable and case by case a plurality of actions are set, it is important to provide appropriate assistance for a speedy or comfortable operation of the self-service machine 1 to provide.

According to a particularly advantageous measure for the provision of assistance or for a support in the operation of a self-service machine 1 in particular for the at least partially automated handling of a transfer of objects 2 or goods is formed, video information or video sequences are issued, which give with respect to the machine operation supportive instructions or assistance. A picture 13 from such a video sequence is in 2 exemplified and strongly schematized.

These video information or video sequences are thereby preferred over the user interface already present for the other operations 6 of the self-service machine 1 output. Preferably, the touch screen 9 used as output means for the video sequences. Alternatively, these video sequences may also be on a separate output device within the user interface 6 or reproduced within the HMI (human-machine interface) if, for example, particularly high technical requirements exist for the reproduction of the video sequences, for example because of high-resolution image representations or due to particularly data-intensive video information. The over the touch screen 9 or via other graphical or visual output means of the user interface 6 Played video sequences are preferably formed by recordings of real persons who demonstrate the respective operating action model-like. Alternatively, however, also graphic or comic-like figures can be shown in the corresponding video sequences.

It is essential that the at least one video sequence to carry out the correct or required operating action for the self-service machine 1 clearly shows and this video presentation or these individual video sequences is as short and concise executed or are. Especially if there are several, according to experience explain or support requiring operator actions, of course, several video sequences can be provided with the respective contents. The representation according to 2 shows, for example, a picture 13 from a video sequence concerning the reading of a barcode on an object 2 , especially on a package, by means of a self-service machine 1 , in particular at its user interface 6 trained, optoelectronic scanner 11 , In particular, in such a video sequence, which as known per se, can consist of a plurality of successive images 13 exists, a correct holding position or position for the object 2 and / or a possibly appropriate pivoting or sliding movement of the object 2 , in particular of the package, relative to the fixed or fixed in the self-service machine 1 built-in scanner 11 be demonstrated. Such a demonstration of the corresponding operating action in a short film or in a presentation can be done by the user of the self-service machine 1 taken up very quickly and unmistakably.

It is expedient to execute the video information or video sequences at least partially in multimedia. In particular, the individual video sequences for the respective operator actions, including texts, graphics, sound and / or voice information directly at the self-service machine 1 be presented or presented. As a result, the message or assistance to be conveyed to the operator within a specific time can be intensified once again.

Preferably, the entire operation is not shown all at once for full use of a service or goods, but the video message or the corresponding video information is divided into sequences, each of which set out a subsection of the entire operation. In particular, a plurality of different video sequences are prepared, which at the user interface 6 depending on need or depending on the current situation or as required. The video-based assistance is preferably context-related. This means that the user does not get presented the complete operation in one piece, but gets only that part shown or gets only those control action or those choices of a control action presented, the or in the particular situation just required or useful /are.

It is advantageous if a certain video sequence selected from a plurality of video sequences, similar to an educational film, is played only when needed. The need presentation of individual video sequences is preferable to a fixed or compelling video presentation, since for example a relatively experienced user does not necessarily need assistance. A forcible or fixed in the machine sequence inte For example, a videotaped help function might simply delay the operation process.

The need for assistance in the operation can be signaled by the user, for example by means of a button or other input or the control device 5 be reported. According to an advantageous development, there is a need for assistance in operating the self-service machine 1 automatically detected and then the corresponding, supporting the user video sequence automatically played. The selection of a specific, to be played video sequence is carried out automatically via the control device 5 of the self-service machine 1 , This automated selection of a specific, to be played video sequence can - as previously mentioned - be contextual. In particular, based on the current status or operating states of the machine, an automated selection of the corresponding video sequence from the plurality of existing video sequences can be made. In particular, the corresponding video sequence from a multiplicity of video sequences or video information via the control device can be determined on the basis of the next operator action expected by the operator 4 automatically selected and played back. In particular, an operator's need for assistance can be automatically determined if the operator's expected operation is not started or executed within a predetermined period of time. That is, a need for an assistance operator can also be technically determined because the operator's expected operation has not been completed within a predetermined period of time. However, a need for assistance can also be determined automatically if the operator makes or attempts to perform a task other than that required or expected. For self-service machines 1 With a high degree of functionality, a series of technically detectable or verifiable operating actions are necessary in order to be able to properly use the respective service. In the event that inappropriate or in the particular situation not or not yet possible operator actions are tried, can by the control device 5 of the self-service machine clearly on a faulty operation and a need for technical support conclusion be drawn, which assistance then takes the form of a specific video sequence.

However, a probable need for assistance can also be determined on the basis of a user profile linked or coupled with the respective operator. In particular, based on this user profile, which, for example, the frequency of use of the self-service machine 1 , a user status or a period of time since the last use of the self-service machine 1 includes, automatically determine whether it is appropriate to provide a video-assisted assistance at the self-service machine 1 offer. In particular, if for the operation of the self-service machine 1 a defined, limited circle of registered users is provided and all or individual users associated with this descriptive user profile, a need of the respective operator for assistance based on this user profile can be determined automatically in a simple manner. In particular, after the identification or registration of the user of the machine, the scope, the nature and / or the intensity of the assistance on self-service machines 1 adapted or via the control device 5 be set automatically.

Alternatively, or in combination with the previously described automated help request, operator demand for assistance or instructions may also be signaled by manual operation of a specially designated control element. In particular, as previously described, a button or a specially marked, on the touch screen 9 illustrated button for a call of the respective supporting video sequence be implemented.

To provide a high level of support for the operator of the self-service machine 1 To achieve it is advantageous to play the video sequences combined with audio information, as has already been done before. This audio information preferably includes spoken instructions concerning the operation of the machine and the handling of necessary utensils, such as identity cards or check cards. These spoken instructions, which may also include other useful information, such as spoken data or values or status information, serve primarily as additional support for the respectively required operator actions. This audio information can thus accompany the video-like presented operator actions acoustically. For this purpose, the control device comprises 5 , in particular the user interface 6 or the terminal 7 , At least one speaker, not shown, for the output of acoustic signals or information, in particular for the output of spoken instructions. By means of such image and sound information, the operator is provided with a particularly efficient tool in order to be able to carry out even more complex operator actions quickly or simply to be able to understand them.

It is particularly expedient to provide the audio information, in particular if these comprise spoken instructions, in different languages. This multilingual audio information will be on the self-service machine 1 , in particular via at least one speaker, optionally reproduced. In particular, the respective audio information combined with the corresponding video sequence is output in a language understood by the respective operator. The respective language is preferably adapted to the native language or to the citizenship or the usual language at the respective residence of the operator to provide appropriate support for the respective operator. The determination of the respective language as a function of the respective user can thereby be automated via the control device 5 of the self-service machine 1 respectively. In particular, the control device 5 automatically adapt the audio information to the expected understandable and thus supportive language based on the identification data of the respective operator. The identification data of the respective user are read out from his identification or authorization card or from a similar, electronic or magnetic identity card. Alternatively or in combination for automatic language determination, it is also possible for the operator of the self-service machine 1 to manually select the desired language. This is preferably done via the touch screen 9 in connection at least one corresponding selection button.

The video sequences, in particular the video information and / or the audio information, are preferably encoded in a digital data format and in a non-volatile memory of the self-service machine 1 deposited. Conveniently, the control device 5 of the self-service machine 1 by a computer for general purposes, in particular by an industrial PC, on which the respective video sequences are stored. The memory for the video sequences or audio information is preferably formed by a hard disk space or an EEPROM memory. The video information and / or audio information are preferably stored in a standardized, digital multimedia data format, for example in an MPEG format, accessible from a data technology point of view. This standardized multimedia data is then transmitted via a suitable output means of the control device 5 or of the industrial PC, in particular via a screen or the touch screen 9 and played through a speaker.

Alternatively or in combination, it is also possible, the video sequences and / or the audio information in case of need or for updating purposes by means of an online connection, for example via the Internet, in the self-service machines 1 to feed data technically. These permanently stored or temporarily cached via the online connection image and / or audio data are then directly at the self-service machine 1 output. Especially with an online connection with a sufficiently high data transmission rate, relatively detailed video and audio information can be reproduced without jerking and is a permanent, local deposit of the respective data in the self-service machine 1 not mandatory. An advantage of this so-called "on-the-fly transmission" or online playback is that the local memory requirements in self-service machines 1 is low and updates of the video sequences or audio information can be relatively easily and inexpensively made. Furthermore, the current or improved video sequences, in particular the respective video updates, can thus be used relatively quickly.

Optionally, texts and / or graphic symbols for clarification of the operator action expected by the operator can also be integrated into the video sequences. These texts or symbols are displayed on the corresponding output device of the machine, in particular on its screen or touch screen 9 , visibly recognizable. This graphical output can also be done depending on the particular situation or depending on the respective operating status. Above all, arrow symbols, flashing texts, colored markings and the like can cause increased attention of the operator and thus support or accelerate the operator action.

A good perceptibility or high visibility is especially then given, if in preferably realistic or at least realistic video sequences graphic markings, markings or hints, e.g. arrows or borders, are incorporated and these permanent or periodic to be displayed. In particular, a good contrast between graphically created markings or symbols and real or realistic Image representations of the video sequence achieved.

Especially if the video-assisted help function on a self-service machine 1 is implemented in the form of a parcel machine, in a corresponding video sequence at least the handling of the object 2 or package against a scanner 11 for package identification or item entry. Especially for support of operator actions on egg nem parcel machines, which is used for parcel and / or postal services, it is advantageous to present in a corresponding video sequence, the removal of an object from the machine and / or a Einbringvorgang an object in the machine video-like. Alternatively or in combination with this, an input of information by means of the scanner can also be provided 11 or an input of a code (PIN) via a specific keyboard 14 of the machine to be contained in a video sequence. In particular, two keyboards can be provided on the machine, one of the keyboards, in particular the keyboard 14 , for entering the secret code (PIN) on a payment module certified as a component. By means of a corresponding video sequence, a good support for the correct selection of the respective keyboard can be achieved.

However, the video sequences of such a parcel machine can also include the proper handling of the electronic identification or identification elements, for example a magnetic or chip card, in relation to the corresponding electronic reading device on the machine. In particular, in the video sequences, the handling or operation of a magnetic card or chip card reader 12 , a barcode scanner 11 or a reading device for transponders, by means of particularly vivid video sequences on the self-service machine for the operator 1 be demonstrated. For this purpose, in the video sequences also preferably parts or sections of the self-service machine 1 shown to assist the orientation of the operator. But also representations of the identification, identification or authorization means to be used for the self-service machine 1 are preferably close to reality or alternatively graphically reproduced included in the various video sequences. This makes it easier to find the user before all when relatively large or large user interfaces 6 are present or a plurality of necessary components to operate at different positions of the machine. In addition, the user can more easily recognize any fraudulent manipulation to the slot of a card reader, such as retrofit panels and read-integrated attachments, when simultaneously presented with the image of a non-manipulated card reader.

It may also be advantageous to provide a plurality of different video sequences for a specific operator action. The individual video sequences show the corresponding operator action in different degrees of detail or in different views or with different, leading persons. The degree of assistance can thus also be adapted to the respective requirements or wishes. In particular, this makes it possible to achieve a good relationship between the intensity of the assistance and the time required for this or the data volume required for this purpose. The selection from the majority of the available video sequences concerning a specific operator action can be carried out in dependence on a plurality of criteria. In particular, the selection of the video sequence can be made depending on the personal wishes of the operator or depending on the characteristics of the person performing in the video sequence. For example, a selection of a video sequence can be made depending on the sex or the age or the nationality of the person presenting the operator. This selection is preferably carried out manually by the respective operator or automatically by the control device 5 depending on the automatically collected data about the operator. For example, upon detection of an operator of a specific nationality, the national language commonly used for that nationality is used in the corresponding video sequences. The identification or identification of the respective operator takes place via its identification means, for example via a magnetic or chip card, which for the operation of the self-service machine 1 appropriate or mandatory in many cases.

A advantageous, continuing Measure can therein are that when repeatedly requested or when automated repeated need of the operator for assistance, at least single video sequences with increased Level of detail or with changed Views or angles are output. Also this assistance is thus to the respective requirements or needs adjusted, so a cheap relationship between the extent of Support and the one for it need Time is achieved. In addition, this can be the time for a complete operation of the machine depending on the operator as possible be kept short.

The previously described procedures are at least partially in a self-service machine 1 implemented with a high degree of functionality and thus usually with forcibly increased operating costs. The video-assisted help function serves to efficiently provide assistance or instructions to these self-service machines. Such implementations have high utility for parcel or goods handover machines, ATMs or for vending machines.

At a parcel machine, as in 1 As an example, the operator or customer typically has to take or store packages of different sizes, to pay for postage and cash on delivery, as well as to provide appropriate evidence to check the access or removal authorization. Usually, the operator or customer also has a receipt and / or a label for the item 2 from a printer 15 to take over. At such a parcel machine are on the items 2 or packages specially encoded information for the identification and assignment of the items or items 2 appropriate. This coded information is often by means of a barcode scanner built into the machine 11 to capture, for which a corresponding participation of the user or customer is required. In particular, the operator or customer must have a specific holding position and orientation of the object 2 opposite the scanner 11 comply or accomplish. For read security or read reliability by the scanner 11 It is low, a slight pivoting or relative movement of the object 2 , especially the package, opposite the built-in scanner 11 perform. Such a process is in 2 exemplary as a single image 13 a corresponding video sequence has been shown.

By means of the measures according to the invention, the necessary operator actions for the scheduled handling of the self-service machine are made 1 easy to understand even for inexperienced users. In particular, a customer is given effective assistance by the corresponding video sequences. Guidance based on written or spoken texts alone is often insufficient. In addition, the various technical elements and processes often carry names that many users are not familiar with. In addition, the hitherto customary symbolic representations of the required operator action can be reduced or partially completely eliminated, resulting in further cost advantages. A particular effect of the technical measures described lies in the fact that in addition to the fact of variable, intellectual abilities and different experiences of the various operators and a number of other, partially linguistically or culturally related obstacles are overcome and related difficulties are almost impossible. Above all, the hitherto largely required labeling of the individual machine components can be omitted, reduced or simplified.

The The invention is not limited to the specifically described embodiments restricted, but are rather also various combinations of the individual variants possible with each other. This variation possibility lies on the basis of the doctrine of technical action by the objective Invention in skill of the professional working in this technical field. There are too all conceivable embodiments, the by combinations of individual details of the illustrated and described Variants are possible, scope of protection.

The the independent one inventive solutions The underlying task can be taken from the description.

1

Vending machine

2

object

3

subject

4

door

5

control device

6

User interface

7

terminal

8th

One- and / or output means

9

Touch Screen

10

identification means

11

scanner

12

Magnet- or chip card reader

13

image

14

keyboard

15

printer

Claims (32)

A method for providing assistance for the operation of a self-service machine, characterized in that by playing at least one video sequence supporting instructions or assistance for the machine control are given, wherein the at least one video sequence is displayed via a user interface of the self-service machine. Method according to claim 1, characterized in that that in the video sequences moving pictures of preferably real Persons or realistic designed drawing figures during execution the correct or required operator actions on the self-service machine to be shown. Method according to claim 1 or 2, characterized that the video sequences are multimedia, so at least individual operator actions for self-service machines, including texts, graphics, Sound and / or language presented become. Method according to one of the preceding claims, characterized in that only partial sections of a complete operating process for a complete In. By a video sequence a service or goods of the self-service machine. Method according to claim 4, characterized in that that while the playback of a video sequence to a subsection at the same time also the respectively intended operating actions at the machine by the user executable are. Method according to claim 5, characterized in that that the reproduction of a video sequence to a subsection of the complete operation automatically aborted prematurely, if a self-service machine control device the successful one Conclusion of the operations provided for in the respective subsection User registered. Method according to one of the preceding claims, characterized characterized in that certain video sequences only in dependence a need for help to be played. Method according to claim 7, characterized in that that the need for assistance is determined automatically. Method according to claim 8, characterized in that that the automated selection of a particular, to be played Video sequence from an electronic control device of the self-service machine is made. Method according to one of the preceding claims, characterized characterized in that a specific, to be played video sequence Contextual, in particular based on the current operating or operating conditions of the machine or on the basis of the next operator action expected by the operator, selected becomes. Method according to one of the preceding claims, characterized characterized in that the video sequences combined with audio information be reproduced. Method according to claim 11, characterized in that the audio information comprises spoken instructions and accompanying the video-like presented Operator actions are output. Method according to claim 11, characterized in that that the audio information is spoken instructions or help information in different languages and combined with the video sequence be brewed in a particular language. Method according to claim 13, characterized in that that the language of the audio information depends on the nationality or language skills automated of the respective operator by means of the control device of the self-service machine is determined. Method according to one of the preceding claims, characterized characterized in that the video sequences and, where appropriate, audio information in a digital data format in a non-volatile memory of the self-service machine get saved. Method according to one of the preceding claims, characterized in that the video sequences and / or audio information are transmitted via an online connection, For example, via the Internet, fed into the self-service machines and be reproduced by this. Method according to one of the preceding claims, characterized characterized in that a need of the operator for assistance or instructions due to a manual operation of a specially marked Operating element, in particular in the manner of a button or on a touch screen displayed buttons is detected. Method according to one of the preceding claims, characterized characterized in that a need of the operator for assistance is automatically detected when the operator expected Operation does not begin within a specified period of time or completed. Method according to one of the preceding claims, characterized characterized in that a need of the operator for assistance is automatically detected when the operator another as the expected operator action makes or tries to make. Method according to one of the preceding claims, characterized characterized in that a need of the operator for assistance is automatically detected when during the intended operation an exception or error situation for the self-service machine is determined, the particular procedure or behavior of the Operator makes sense or requires or the one wrong Reaction due to ignorance is expected. Method according to one of the preceding claims, characterized in that a need of the operator for assistance on the basis of the user associated with the respective operator frequency of the self-service machine or automatically determined on the basis of the time since the last use of the self-service machine. Method according to one of the preceding claims, characterized marked that for the operation of the self-service machine a defined circle provided by registered users and at least individual Users a user profile describing their usage behavior or capabilities is assigned and that a need of the respective operator for assistance is determined automatically based on his user profile. Method according to one of the preceding claims, characterized characterized in that the video sequences explanatory texts and / or symbols to clarify the expected operator actions include and these on a graphic output device, especially on a Touch screen of the machine can be issued depending on the situation. Method according to one of the preceding claims, characterized characterized in that the actions shown in a video sequence a removal of an object from the machine, a Einbringvorgang an item in the machine, an input of information or data via a keyboard or scanner of the machine and / or a collection of coded information by means of an electronic Reader device of the machine, in particular the intended use a magnetic or chip card reader, a barcode scanner or a transponder reading device. Method according to one of the preceding claims, characterized characterized in that the video sequences the respective technical Elements or individual sections of the self-service machine demonstrate. Method according to one of the preceding claims, characterized characterized in that the video sequences representations of the to be used by the operator to identify, identify and or credentials, e.g. coded adhesive labels, badge or notification documents, smart cards, money or credit cards and Like., Show. Method according to one of the preceding claims, characterized that in the preferably realistic or realistic Movie images of a video sequence graphic markings, Marks or indications, such as Arrows to be displayed. Method according to one of the preceding claims, characterized characterized in that for a particular operator action more different, individually playable video sequences are provided, whereby the individual video sequences the corresponding operating action in different degrees of detail or in different Show views or with different, leading people. Method according to one of the preceding claims, characterized characterized in that for a particular operator action more various, individually playable video sequences are provided and a selection of the video sequences depending on personal To wish or of known characteristics of the operator, for example dependent on of gender or age. Method according to one of the preceding claims, characterized characterized in that an operator repeatedly requested Assistance or in the case of automatically determined need for assistance a video sequence with increased Level of detail or changed Views or other points of view is presented. Self-service machine the one operator interface having a plurality of technical components and a plurality required by operator actions, characterized in that a Method of providing assistance or instructions implemented according to one or more of claims 1 to 30 is. Self-service machine according to claim 31, characterized characterized in that the machine as a parcel or goods transfer machine, as an ATM, as a storage machine or as a vending machine is trained.