EP2269117A1

EP2269117A1 - Method and device for controlling user dialogs on a technical installation

Info

Publication number: EP2269117A1
Application number: EP09732204A
Authority: EP
Inventors: Adrian Slowik
Original assignee: Wincor Nixdorf International GmbH
Current assignee: Wincor Nixdorf International GmbH
Priority date: 2008-04-17
Filing date: 2009-03-31
Publication date: 2011-01-05
Anticipated expiration: 2029-03-31
Also published as: EP2269117B1; WO2009127516A1; US8656500B2; CN102027419B; CN102027419A; US20110035797A1; DE102008019478A1

Abstract

The invention relates to a method and a device for controlling user dialogues on a technical installation that is to be controlled or to be maintained, for example, a cash dispenser or a deposit refund device. According to said method or said device, a calculating unit evaluates the data relating to the state of the technical installation and in accordance with said data, emits at least one visual request consisting of textual and/or pictorial instructions (INSTR; CHK) for a user who controls the technical installation. The method processes the data using a directed graph (GRPH) comprising nodes (1000,..., 1300...) and edges (INSTR, CHK) connecting the nodes. Said nodes relate to different maintenance conditions of the installation, and the edges relate to the instructions (INSTR; CHK) for the user for transferring the installation from one of the nodes to another node.

Description

Method and device for controlling user dialogues on a technical device

The invention relates to a method for controlling user dialogues on a to-use, in particular to be maintained, technical device and a method carrying out the device. In particular, the invention relates to a method and a device for controlling user dialogues on a device to be maintained in the form of an ATM or a Pfandrucknahme device.

It has been shown that especially in the case of complex mechatronic devices or devices, the service or the maintenance requires a targeted and structured procedure, so that the user or service technician executes the required activities as quickly and effectively as possible. In the prior art methods and devices for controlling user dialogues are already known, which facilitate the operation and maintenance of such technical facilities. Computer-controlled methods are known in particular in the use of copying machines and printer devices which, in the context of a user dialogue, provide textual and / or pictorial information to the user or user. Create service technicians and display on a display, so that the required operating and / or maintenance steps are carried out in an order specified by the user dialog.

From EP 0685768A1 a service management system for a printer is known, in which a computing unit evaluates data about the state of the printer and, depending on this, controls a visual output of textual and pictorial information (see there, FIGS. to show the user the required steps for the service and maintenance case. For the maintenance of the printer, no special knowledge of the device design is required, since in particular by the visual display of the user is specifically pointed to the action to be taken on the device. The service management system proposed there is specifically concerned with the problem of refilling empty printer cartridges and is thus not directed to the general problem of providing the most effective possible control of user dialogs for particularly complex facilities.

Accordingly, it is an object of the present invention to improve a method and a device of the type mentioned in that a control of Benut zerrdialogen can be achieved as effectively as possible in particularly complex technical facilities. In particular, a method and a device for controlling user dialogues are to be proposed, which enable the servicing and maintenance of complex technical mechatronic devices, such as, for example, ATMs or deposit-taking systems. The object is solved by methods having the features of claim 1 and by a device having the features of the independent claim.

Accordingly, to control user dialogues, it is proposed that the data about the state of the technical device be processed on the basis of a directed graph comprising nodes and edges, wherein the nodes relate to different maintenance conditions of the device, and wherein the edges provide pointers to the utility for transferring the device from one of the nodes to another of the nodes.

Accordingly, the control of user dialogues on the basis of the calculation of the data in the context of a graph model formed by nodes and edges, so that a particularly effective control of user dialogues can be performed by hints for the user are displayed according to the definable in the model edges. By this measure, the generation of multi-level user dialogues can be automated. In this case, the individual steps to be traversed by the user are understood as nodes of the directed graph, and the edges are used to determine an order or sequence of clues and / or commands for the user which is optimal for the respective maintenance case. In this case, each edge corresponds to such an instruction or command for the respective action to be performed, with which the device can then be transferred from one state (node N) to another state (node N + 1). By the user following the sequence he leads the device gradually in the desired state (eg ATM filled with banknotes). Preferably, based on the data, a start node and at least one destination node are determined, which relate to an initial state to be improved and a desired destination state of the device, whereby a sequence of edges is determined in the graph, the shortest path from the start node to the respective Correspond to destination nodes. Thus, in the method proposed here, a route planning otherwise known only from the area of the navigation systems can be used in order to arrive at an optimal control of the user database. In this case, the mechanical dependencies resulting from the device construction can be very easily detected and efficiently released at any time by means of route planning methods. Thus, the user or the service technician is guided by the construction of the device quasi m form of a service navigation navigated by route planning from a starting point directly on the shortest path to the destination. In this case, the respective current position via corresponding sensors, such as light barriers, switches, etc., determined and considered in the service navigation. Accordingly, the method proposed here knows the respective current position, and thus knows exactly where and at what device component the user is currently located and where he needs to be slipped. The procedure specifies in which order appropriate instructions must be displayed for the next step.

These and other advantages will become apparent from the dependent claims. Accordingly, it is advantageous if, based on the data, which are determined in particular by sensors in the device, a start node and at least one destination node are determined, which relate to an improved initial state and a desired target state of the device, and if by means of a Route Plan method, a sequence of edges is determined which corresponds in the graph to the shortest path from the start node to the respective destination account (Zl). Thus, for example, a Di] kstra algorithm can be used to solve a complex error situation as optimally as possible in time.

To control the user dialog control data, in particular text data and / or image data comprehensive control data are generated and sent to a display device for displaying the hints.

The method can also be designed in such a way that, based on user data, it is determined for which of the nodes and / or the edges of the graph the respective user has authorization, corresponding instructions for transferring the device from one of these nodes to another of these nodes receive and / or carry out. In this context, in the event that the user should not have permission for nodes and / or edges of the shortest path, it is advantageous if a different sequence of edges is then determined by means of the route plan method than that which corresponds to the shortest path of corresponds to the start node to the respective destination account.

In the method, a plurality of target nodes can also be determined on the basis of the data, each of which has a desired target state and / or intermediate state of the device relate, in which case an order of the destination node is determined based on an optimization method. As an optimization method, for example, an algorithm for solving the so-called traveling salesman problem can be used.

Also proposed here is a device for controlling user dialogues on a technical device to be serviced), the device having a computer unit which evaluates data on the state of the technical device and, depending thereon, at least a visual output of textual and / or visual information for one the user waiting for the technical device, the processor processing the data using a directed graph comprising nodes and edges connecting nodes, the nodes relating to different maintenance conditions of the device, and the edges indicating to the user to transfer the device from one of Affecting nodes to another node.

In this case, at least the computing unit can be arranged spatially remote from the device and be connected via a data interface with at least one sensor installed in the device, by means of which the data on the state of the technical device are determined.

Also, the arithmetic unit can be connected via one or the same data interface with a display unit installed in the device, by means of which the instructions for the user are displayed. Alternatively, the device may be integrated in the device, wherein the arithmetic unit is connected to at least one sensor installed in the device, by means of which the data on the state of the technical device are determined, and wherein the arithmetic unit is connected to a display unit installed in the device is, by means of which the instructions for the user are displayed.

Also proposed here is a technical device with such a device for controlling user dialogues on a technical device to be serviced, wherein the device has a computer that evaluates data on the state of the technical device and depending on at least a visual output of textual and / or or visual cues for a user waiting for the technical device, the processor processing the data using a directed graph comprising nodes and edges connecting nodes, the nodes relating to different maintenance conditions of the device, and the edges indicating to the user for transfer to affect the establishment of one of the nodes to another node.

The technical device may preferably be an ATM or a deposit collection device.

The invention will be described in greater detail below on the basis of exemplary embodiments and with reference to the accompanying drawings, in which:

Fig. 1-8, the display of individual steps in the frame of a user dialog.

9 shows a graph of nodes and edges determined by the method according to the invention.

Fig. 10 is a schematic representation of the inventive device for the maintenance of a technical device in the form of an ATM represents.

Before discussing FIGS. 1 to 8 in more detail, the method according to the invention and the device will first be described in more detail with reference to FIGS. 9 and 10:

FIG. 9 shows, by way of example, a directed graph GRPH used by the method, which has a plurality of nodes 1000, 1100, 1200, 1210,... 1300, 1310..., Etc., which are linked together via edge connections , Each of the edges corresponds to a specific instruction, such as INSTR and CHK, which relate to a step to be performed by the user. For example, the instruction INSTR may relate to a hint or command requesting the user to open a door located on the device. The hint CHK can relate to an instruction for checking or checking a particular state by the user. For example, the user should be instructed with the instruction CHK to check whether there is an object at a certain point of the device, such as a banknote at a transport point. facility within an ATM.

The graph GRPF shown in FIG. 9 thus provides a logical structure after which the method is executed within a computing unit. The application of a graphene method has u.a. the advantage that even very complex issues or maintenance conditions of the device can be optimally recorded and evaluated very efficiently.

The graph GRPH formed by knots and edges thus represents the procedure according to the invention as follows:

An error location corresponds to a particular (destination) node, e.g. node 1300. The user dialog results from the sequence of the individual edges on the path from the starting node, e.g. 1000, to the destination node, e.g. 1300th

The further and subsequently described FIGS. 1-8 show, in principle, the example of an ATM to be serviced according to the invention generated or controlled Benutzerfuhrung and illustrate the individual steps that the user should perform on the basis of the sequence of hints or commands displayed to him.

FIG. 10 shows the structure of a device DVC for controlling user dialogues on a technical device to be serviced, which is given here the shape of an ATM ATM. The ATM ATM has, inter alia, a display device in the form of a monitor or display MON. In addition, ATMs S are arranged at various points in the ATM, with which the state of the ATMs can be monitored. The ATM ATM is via exne interface IF with the erfmdungsgemaßen device DVC m connection, which consists essentially of a computer COMP and a memory are stored on the program data PROG and application data.

According to the invention, the arithmetic unit COMP receives the data D detected by the sensors S in the ATM ATM and can thus determine the current state of the ATM ATM. The sensors S are, for example, light barriers, reed contacts, switches and the like, by means of which certain states can be checked at the various points of the cash dispenser ATM. In particular, errors that occur, such as the jam in a transport device for bills, be determined. Also, the handles performed by the user or service technician may be monitored by the sensors S, e.g. it is determined that a particular flap, drawer or the like has been opened or closed in the ATM ATM.

Based on the previously described graph (see also FIG. 9), the arithmetic unit COMP determines the current state of the ATM ATM and guides the user through step-by-step display of commands to properly and efficiently service the ATM ATM. For this purpose, the arithmetic unit COMP sends via the interface IF corresponding control data, the textual and / or graphical data TXT or PIC, to a display device, such as the monitor MON of the ATM, where appropriate clues are then displayed to the user. Such references are shown in more detail in Figures 1 to 8. In the present example, a jam of bills within a transport device of the ATM ATM is to be remedied as quickly as possible and efficiently. The sequence of the steps to be executed results from a route planning based on the graph (such as GRPH in FIG. 9). Starting from a start node START, for example from the node 1000, which relates to the state of the closed ATM ATM, the user is guided by the shortest route to the determined error location, here to the node 1300, which relates to the point in the transport device at which a congestion of bills has occurred.

The method according to the invention successively guides the user in the context of a user dialog starting from the start node 1000 via the accounts 1100, 1200 (and connection points P2) to the destination node 1300. The method can proceed as follows, reference being made in particular to FIGS.

First of all, the user is instructed by an indicator on the monitor MON to check the error message likewise displayed (see FIG. 1). This instruction takes place both in the form of a text TXT "Check" and also in the form of a pictorial representation PIC, which represents the basic structure of the ATM The figure does not show a first user action in the strict sense, but first of all provides the user with the destination before, such as the provided in the ATM cache for banknotes, also called "Escrow". In the following steps, the user is then directed to this point and back again. In this sense, the system can already come to the conclusion in the first display (see Fig. 1) that the user does not have the necessary access rights and can indicate this to him. If, however, as in this example, the user has the right to make his way to the destination, further steps or adverts follow as part of a user dialog.

In a further step, the user is now instructed to open a first flap at the ATM ATM and to release a lock for pulling out the transport device (see FIG. 2). If the user has performed this activity successfully, which can be checked immediately via the sensors, the device DVC gives another instruction for opening a specific flap within the transport device (see FIG. 3).

Then, in a further step, the user is asked to remove the bills that have accumulated within the transport device (FIG. 4). In a further step (FIG. 5), the user is then instructed to check the condition of the transport device to determine whether there are no more accumulated bank notes there.

Thereafter (FIG. 6) the instruction is made to close the flap on the transport device again. Subsequently, the user is instructed to insert the transport device back into the ATM ATM (FIG. 7). Finally, the user is prompted to close the outer flap on the ATM and to check the overall state of the ATM again (Fig. 8).

The user or service technician is thus gradually and specifically guided in the context of a user dialog automatically so that the service or maintenance of the ATM ATM can be carried out very effectively and quickly. In this case, the invention makes use of a graphene method, to which a known route planning is optimally applied can. This makes it possible, among other things, to determine the shortest path and thus the fastest method for remedying a fault condition.

The method according to the invention can comprise a plurality of destination nodes or intermediate nodes (see Z1 and Z2 in FIG. 9), whereby very complex facts are subdivided into individual subproblems and corresponding solutions (intermediate destinations).

The method proposed here also makes possible a differentiation in the control of user dialogues on the basis of an authorization assigned to the respective user. If, for example, the user is not authorized to penetrate particularly sensitive areas of the ATM ATM, for example, to locations where banknotes are located, this is taken into account by the inventive method and implemented accordingly in the control of the user dialogues. The meta-information of the edges, that is the information about the edges or additional information about the edges, (for example access rights of the user) can also lead to the knowledge that the desired destination node with the available access rights is not reachable. In such cases, the result is a user dialog consisting of a single step of notifying the user that he does not have the necessary access rights. It can also happen that the user is not guided by the shortest route, but rather by a detour to the desired destination node, whereby individual nodes or points in the ATM to which the user has no access are bypassed.

The inventive device (see DVC in Fig. 10) can be configured as a separate device, which via a Interface, for example via a network connection, is connected to the respective device to be serviced. Also, the device may be integrated in whole or in part (individual components of the device) in the device to be serviced. For example, the arithmetic unit and / or the display device (monitor or display) used to display the information can be part of the device or ATM to be serviced.

In the context of the user dialog described here, other information that has been derived from the path can also be presented in advance. This can e.g. be:

- Illustration of the target (see Fig. 1) - Message that the target is unreachable

- Specification of all tools needed for the path: In this case, the edges contain additional information about the action, e.g. that a "screwdriver is needed". For this one can determine in advance the union of all tools over the edges of the path

Difficulty of the path, e.g. referring to "general user", "value-transport entrepreneur" or "bank employee"

Numerous other variations and modifications of the invention described herein are possible. The use of the invention is particularly suitable for the maintenance of ATMs and deposit collection facilities, but is not limited thereto. LIST OF REFERENCE NUMBERS

OVC Device for controlling user dialogues

Comp computing device, designed here as a personal computer

PRG program for the implementation of the procedure

ATM technical equipment; here in the form of an ATM

MON display device or display; designed here as an LCD monitor

INSTR, CHK textual and / or pictorial instructions for the operation

TXT, PIC Control data with text or image data for the display of notes

GRPH Graph for a method of controlling user dialogues; comprising knots and edges

1000, ...

1300, ... nodes of the graph; corresponds to a state of the device;

INSTR; CHK edge of the graph; corresponds to a note for the operation;

Claims

claims

1. A method for controlling user dialogues at a waiting technical device (ATM), wherein a

Computing Unit (COMP) evaluates data (D) about the state of the technical equipment (ATM) and, depending on this, controls at least one visual output of textual and / or pictorial information (INSTR; CHK) for a user waiting for the technical device (ATM) characterized in that the method processes the data (D) on the basis of a directed graph (GRPHϊ comprising nodes (1000, ..., 1300 ...) and the edges connecting the nodes (INSTR, CHK), the nodes having different maintenance statuses And the edges refer to the instructions (INSTR; CHK) for the user to transfer the device (ATM) from one of the nodes to another node.

2. The method according to claim 1, characterized in that on the basis of the data (D) a start node (START) and at least one destination node (Zl, Z2) are determined, the to be improved initial state and a desired target state of the device ( ATM), and that a sequence of edges is determined by means of a route-plan method, which m corresponds to the graph (GRPH) the shortest path from the start node (START) to the respective destination account (Zl).

3. The method according to claim 1 or 2, characterized in that for the display of the hints (INSTR; CHK) control data, in particular text data (TXT) and / or image data (PIC) generated control data and sent to a display device (MON).

4. The method according to any one of the preceding claims, characterized in that based on user data, is determined for which of the nodes and / or the edges of the graph (GRPH) of the respective user has an authorization, appropriate instructions for the transfer of the device (ATM) from one of these nodes to another of these nodes to obtain and / or to execute.

5. The method according to claim 4, characterized in that by means of the route planning method, a different sequence of edges is determined than that which corresponds to the shortest path from the start node (START) to the respective destination accounts (Zl), if based on the user data It is determined that the user has no authorization for nodes and / or edges of the shortest path.

6. The method according to any one of the preceding claims, characterized in that based on the data (D) a plurality of destination nodes (Zl, Z2, ...) are determined, each of a desired destination state and / or

Intermediate state of the device (ATM) concern, and that based on an optimization method (TSP), an order of the destination node is determined.

7. Device (DVC) for controlling user dialogues on a waiting technical device (ATM), wherein the device comprises a computing unit (COMP), the data (D) on the state of the technical device (ATM) evaluates and dependent thereon at least a visual output of textual and / or pictorial indications (INSTR; CHK) controls for a technical device (ATM) waiting user, characterized in that the arithmetic unit (COMP) the data (D) using a directed graph (GRPH) comprising nodes (1000,..., - 1300...) and nodes connecting edges (INSTR, CHK), the nodes relating to various device maintenance (ATM) states and the edges Indications to the user concerning the transfer of the device (ATM) from one of the nodes to another node.

8. Device (DVC) according to claim 8, characterized in that at least the arithmetic unit (COMP) is arranged remotely from the device (ATM) and via a data interface (IF) with at least one in the device (ATM) installed sensor (S) is connected, by means of which the data (D) on the state of the technical device (ATM) are determined.

9. Device (DVC) according to claim 8 or 9, characterized in that the arithmetic unit (COMP) via a or the data interface (IF) with a in the device (ATM) installed display unit (MON) is connected by means of the hints be displayed to the user.

10. Device (DVC) according to claim 8, characterized in that the device in the device (ATM) is integrated, wherein the arithmetic unit (COMP) with at least one sensor (S) installed in the device (ATM) is connected, by means of which the data (D) about the state of the technical device (ATM) are determined, and wherein the arithmetic unit (COMP) with one in the device (ATM) installed display unit (MON), by means of which the instructions for the user are displayed.

11. Technical device (ATM) with a device (DCV) for controlling user dialogues on a waiting technical device (ATM), wherein the device comprises a computing unit (COMP), the data (D) on the state of the technical device (ATM ) and dependent thereon controls at least one visual output of textual and / or pictorial indications (INSTR; CHK) for a user waiting for the technical device (ATM), characterized in that the arithmetic unit (COMP) uses the data (D) directed graph (GRPH), the node

(1000, ..., 1300 ...) and the nodes connecting edges (INSTR, CHK), wherein the nodes relate to various maintenance conditions of the device (ATM), and the edges hints for the user to the transfer of the device (ATM) from one of the nodes to another

Affect nodes.

12. Technical device (ATM) according to claim 11, characterized in that the device is an ATM (ATM) or a deposit recovery device.