GB2355568A - Self-service terminal with sound producing means - Google Patents

Abstract

A self-service terminal 10 with a number of user elements such as a display screen 12, a keypad 14, a card reader 16 and a cash dispensing slot 20, includes means, such as a loudspeaker 20, for producing a plurality of sounds that are associated with respective operations, such as cash dispensing. The sounds may be non-speech sounds that are close to the threshold of hearing. The association of sounds with particular events helps users monitor their transactions.

Description

2355568 SELF-SERVICE TERMINALS The present invention relates to

self-service terminals (SSTs) which provide auditory confirmation of transactions and events.

Self-service terminals (SSTs), such as automated teller machines (ATMs), are commonly used to carry out a wide range of financial and nonfinancial transactions which do not require human supervision. Typical uses may include withdrawing cash from a bank account, depositing a cheque into a bank account, payment of bills, and the like. Each such transaction involves a number of steps or stages, which are often common to more than one type of transaction.

For example, the sequence followed during withdrawal of cash from an ATM is typically thus: the user inserts their identification card, typically a plastic card bearing a magnetic strip, into the ATM, which then reads data from the card. The user then enters their personal identification number (PIN), in order to confirm their identity as claimed by their possession of the card; the SST confirms the correct PIN has been entered with reference to a central remote database. The user will then select the desired service from a menu of choices offered by the ATM, and, if withdrawing cash, the amount to be withdrawn. The ATM confirms with a remote server that the customer's account contains sufficient funds for the withdrawal, and counts out the appropriate amount from an internal safe. An internal record of the transaction is then printed, for auditing purposes, and the cash is dispensed. The ATM may then offer further services, and if these are declined, the user's card is returned.

Thus it is apparent that even in a relatively straightforward transaction, there are a large number of operations, several of which take place internally of the SST, with no indication being given to the user that an operation is in progress. Certain of these steps, particularly those involving contacting a remote server, may take an appreciably long time. If this is combined with a lack of indication to the user, many users may become agitated or even distressed, as they become concerned that their transaction is not occurring, or has been terminated. The display of appropriate messages on the screen of the SST (for example, "Please wait contacting your bank") may reduce concern slightly, although this will not be effective for visually - impaired users.

Many SSTs have the facility to generate a simple "beep" tone, which is typically used to confirm that a keypress has been registered. However, this is of limited utility, and does not reassure a user during other operations.

It is among the objects of the present invention to obviate or alleviate these and other disadvantages of conventional self-service terminals.

According to a first aspect of the present invention, there is provided a self-service terminal (SST) capable of performing a plurality of operations, the SST comprising means for producing a plurality of sounds, each respective sound being associated with a respective operation.

Thus, when a customer uses the SST, each operation may be accompanied by or associated with a particular sound, which serves to reassure the customer that their transaction is proceeding.

In addition, the association of a particular sound with a particular action may assist users when they confront an unfamiliar SST: although the layout of the SST and the sequence of operation may be unfamiliar, if the familiar sounds are generated, the user will feel confident in their use of the SST, and will therefore be less likely to make errors.

A further advantage of the invention is that each SST operator tends to customise the appearance of their SSTs, so creating an operator brand. However, few if any customers will pay attention to the identity of the manufacturer of the SST. The provision of a standard set of sounds across all SSTs produced by a particular manufacturer enables the manufacturer to build up brand awareness and brand loyalty amongst users and operators, by association. Alternatively, the sounds may be used to generate awareness and loyalty for the SST operator; the same sounds may be used in advertising campaigns by the operator.

Preferably, the sound producing means comprises a loudspeaker.

Preferably, the SST further comprises a processing unit for controlling the sound producing means. Such control includes generating an appropriate sound prior to, during or following each operation; and monitoring the sequence and progress of the operations to ensure that appropriate sounds are generated at appropriate times.

Preferably, the sounds are non-speech sounds. Speech as a signal that an event is occurring would require a degree of concentration on the part of the user to interpret; and would also limit the effectiveness of the invention for non-speakers of the language used.

Preferably, the sounds are complex non-speech sounds; f or example, a sequence of notes arranged in a tune, or the like. Such complex sounds are easier to distinguish from one another than a simple "beep", and also less harsh and disturbing than a "beepir.

Preferably, the sounds are issued at or close to the threshold of hearing. Loud sounds may be considered too intrusive or irritating by some users; quiet sounds may not be consciously noticed, but will still serve to reassure the user that a particular operation is occurring.

According to a second aspect of the present invention, there is a method of operating a self-service terminal (SST) capable of performing a plurality of operations, the' method comprising the steps of:

interacting with a user to identify a sequence of operations to be executed; executing the identified sequence of operations; and simultaneously generating a corresponding sequence of sounds.

Preferably, a plurality of distinguishable sounds are generated.

Preferably, each respective sound is associated with a respective particular operation.

These and other aspects of the present invention will now be described, by way of example, with reference to the accompanying figure, which shows a diagrammatic crosssection of a self-service terminal (SST) according to an embodiment of the present invention.

The SST 10 includes a number of user-interfacing elements, such as a display screen 12, a numeric keypad 14, a magnetic card reader slot 16, and a cash dispense slot 18. Each of these features is known in the art, and will not be described in detail.

The SST 10 further comprises a loudspeaker 20 used to generate a plurality of sounds, each associated with an action of the SST 10.

The loudspeaker 20 is controlled by a processor unit 22, which determines the appropriate sound to be produced and the appropriate time to produce the sound. The processor unit 22 contains a number of sound files, each file associated with a particular action which may be performed by the SST 10.

A further processor unit 24 controls the other operations of the SST 10, including the user interfacing elements 12, 14, 16, 18; and also sends and receives data from the sound processor unit 22, in order to co- ordinate the production of sounds with the performance of each operation. of course, the two processor units 22, 24 may alternatively be provided as a single integrated processing unit, controlling all the various functions.

In use, for example, a user may insert their magnetic strip card into the card reader slot 16. As the SST 10 reads data from the card, a particular sound file is played from the loudspeaker 20 by processor unit 22. The display screen 12 may then issue appropriate prompts, for example, "enter your PIN now". The user then enters their PIN on keypad 14, which the processor 24 then confirms against a central remote database. While this confirmation is in progress, the processor 22 and speaker 20 may produce a second sound. Once the user's identity has been confirmed, a list of options is displayed on the screen 12, with the user selecting one of the available options. If the user desires to withdraw cash, the SST 10 then confirms with the remote server that the user has sufficient available funds. While this confirmation is taking place, a third sound is produced from speaker 20. If all is well, the SST 10 then retrieves the appropriate banknotes before dispensing these through dispense slot 18. Again, the note retrieval and dispensing are accompanied by fourth and fifth sounds.

After the user has gathered their banknotes, a receipt may be issued from a receipt dispensing slot and the card returned from reader slot 16, both of which activities may be accompanied by appropriate sounds.

Thus, each step or stage of the transaction is accompanied by an appropriate and distinct sound. This reassures the user that the transaction is progressing. Further, in due course users will come to associate each sound with a respective transaction. This will further reassure users, and will facilitate identification of, for example, mistaken or inappropriate inputs; an operator who mistakenly orders a new cheque book rather than identifying that they wish to withdraw cash may immediately identify the incorrect transaction path when an unfamiliar sound is produced and may take appropriate action to correct the situation. This feature of the invention may be of particular assistance to visually- impaired users.

Familiarity with a particular range or sequence of sounds, which are unique to a particular SST provider or manufacturer, may also encourage users to seek out particular SSTs, enhancing brand awareness of the provider or manufacturer, and also reducing the level of charges payable to other SST providers for the use of their SSTs by another provider's customers.

It will be apparent to those of skill in the art that the above-described embodiment is merely exemplary of the present invention, and that various modifications and improvements may be made thereto without departing from the scope of the present invention.

Claims (9)

1. A self-service terminal (SST) (10) capable of performing a plurality of operations, the SST (10) comprising means (20, 22) for producing a plurality of sounds, each respective sound being associated with a respective operation.

2. The SST of claim 1, wherein the sound producing means (20, 22) comprises a loudspeaker (20).

3. The SST of claims 1 or 2 wherein the SST (10) further comprises a processing unit (22) for controlling the sound producing means (20).

4. The SST of any preceding claim, wherein the sound producing means produces non-speech sounds.

5. The SST of any preceding claim wherein the sound producing means produces complex non-speech sounds.

6. The SST of any preceding claim wherein the sound producing means produces sounds at or close to the threshold of hearing.

7. A method of operating a self-service terminal (SST) (10) capable of performing a plurality of operations, the method comprising the steps of: interacting with a user to identify a sequence of operations to be executed; executing the identified sequence of operations; and simultaneously generating a corresponding sequence of sounds.

8. The method of claim 7, wherein a plurality of distinguishable sounds are generated.

9. The method of claim 8, wherein each respective sound is associated with a respective particular operation.