GB2356480A

GB2356480A - Self-service terminal with transport service request means

Info

Publication number: GB2356480A
Application number: GB9927370A
Authority: GB
Inventors: Gameelah Ghafoor
Original assignee: NCR International Inc
Current assignee: NCR International Inc
Priority date: 1999-11-20
Filing date: 1999-11-20
Publication date: 2001-05-23
Anticipated expiration: 2019-11-20
Also published as: GB2356480B; GB9927370D0

Abstract

A self-service terminal such as an ATM includes means for allowing a customer to request provision of a transport service such as a taxi. The self-service terminal relays the request to the transport operator and the request may include details of the terminal location and the customer's identity. The customer may be presented with a token from the terminal, and a fee may be debited from the customer's account.

Description

SELF-SERVICE TERMINAL The present invention relates to a self-service

terminal (SST). In particular, the invention relates to an SST which provides a facility for communicating with the provider of a transport service such as a taxi service. More generally, the invention relates to an SST providing a facility for communicating with a provider of any mobile service, such as take-away food delivery services or the like.

Self-service terminals (SSTs), such as automated teller machines (ATMs), are increasingly used for many different transactions which do not require human supervision, and are found at many locations across towns and cities.

Taxicabs are a useful and commonly used means of travel, particularly when other forms of public transport may not be available. However, to obtain a taxi, a customer may have to queue for some time at a taxi rank, or may just hope to flag down or hail a passing taxi on the street. In both cases the customer does not know when or if a taxi will pick them up. An alternative is to order a taxi by telephone; this is reliant on finding an available public telephone, and possessing the correct change to make a telephone call; or on possessing a functioning mobile phone. In these situations it is also necessary to know a suitable telephone number to call, which may not be the case if the customer is in an unfamiliar town, or in a foreign country.

Further, once the taxi journey has been completed, the customer will have to delve into their pockets, purses or wallets to f ind the cash to pay the driver, and then wait for the driver to f ind the correct change. Sometimes, the customer may f ind that they have only a large denomination banknote, f or which the taxi driver is unable to provide change.

It is among the objects of embodiments of the present invention to obviate or alleviate these and other disadvantages.

This is achieved, in one embodiment of the invention, by taking advantage of the near-ubiquity and convenience of use of SSTs to provide a means for communicating with a provider of a taxicab service.

According to a first aspect of the present invention, there is provided a self-service terminal (SST) comprising means for allowing a customer to instruct the SST to request provision of a transport service; means for interpreting such instructions; and means for relaying such a request to a transport operator.

According to a second aspect of the present invention, there is provided a method of requesting a transport service using a self-service terminal (SST), the method comprising the steps of:

allowing a customer to instruct a self-service terminal (SST) to request provision of a transport service; and relaying a request to a transport operator.

The invention enables a customer to make use of an SST to order a taxi, without the need to queue at a taxi rank, or to find a functional public telephone, or to identify a local taxi firm and their telephone number. Furthermore, in many locations SSTs are more common than public telephones, and are certainly more common than taxi ranks, so that ordering a taxi utilising an SST may be more convenient and reliable than ordering a taxi in a conventional manner.

Preferably, the method further comprises making provision for the SST to interpret instructions, and said interpretation of the instructions preferably comprises the steps of:

identifying that instructions have been given; and generating a request for provision of a transport service.

The request relayed to the transport operator may be generated in any suitable form, depending on the means used to relay the request to the service provider, and the service provider's preferred method of receiving such requests; for example, one or more of voice telephone calls, electronic mail, facsimile messages may be used.

Preferably, the method further comprises the step of identifying the customer via a user interaction with the SST.

Most preferably, the apparatus further comprises means for identifying a customer.

Preferably, identification of the customer to the SST comprises the step of detection and characterisation of a unique feature associated with the customer. Conveniently, this comprises reading of data from a token, such as a magnetic card, and entry of a personal identification number (PIN), which number is only known to the customer. Thus, the combination of the token and PIN provides a unique identification for the customer. Alternative identification means may of course be used: for example, "smart cards", biometrics identification, voice recognition, or the like.

Preferably, the customer request for a transport service may be effected by displaying an appropriate message on a screen incorporated in the SST, and the SST then detecting an appropriate keypress as signifying a taxi request. For example, the display may read "press here if you would like to order a taxi", adjacent to a key which the customer may press. Alternatively, the SST may incorporate a touch-sensitive screen with provision for appropriate inputs; or a voice recognition system, which may detect and interpret a customer saying "I would like to order a taxi", or similar words, preferably as prompted by the SST; or a dedicated key labeled "TAXI" or the like.

Preferably, the request transferred to the transport operator includes the location of the SST. Preferably, the request also includes details identifying the customer, for example, their name. This will reduce the risk that customers will be picked up by a taxi operator other than the one in receipt of the request, as the genuine taxi driver will know the customer's name.

Preferably, the request includes details of the customer I s destination. This may be input by the customer to the SST; f or example, the SST display screen may show a sketch map of the local area divided into localities, with instructions to select the appropriate locality. Alternatively, the destination details may be incorporated in a token presented to the terminal by the customer. Thus, for example, a "single destination" magnetic card may be provided to teenagers, which will suffice to take them home af ter a night out; or such cards may be given to employees working outwith normal business hours to facilitate their journey home.

Preferably, the request is transferred to the transport operator via a data processing system operated or accessed by the SST operator (for example, a bank host computer). This has the advantage of routing the request through an existing system dedicated to relaying data requests across the SST network. Preferably, the data processing system selects a transport operator that is in the locality of the SST being used by the customer. The system may store a list of transport operators with details of regions served for this purpose. Conveniently, the SST operator may operate a method whereby transport operators register with the SST operator, and may pay a fee, or undergo some assessment of suitability to be included on the SST operator's list.

Alternatively, or in addition, the customer may select their preferred transport operator from a list of options presented by the SST; or their identification token may be preset so as to select a preferred operator, for example, if their employer operates an affinity deal with a particular taxi operator.

Preferably, the request is transferred to the transport operator electronically. For example, an intermediate computer system may generate an automated facsimile message, or e-mail, or a telephone call to the transport operator which contains the necessary details. The transport operator then despatches a transport vehicle, such as a taxicab, to the designated location to collect the customer.

The transport operator may respond to a request by relaying information back to the SST; for example, to confirm that the request has been received, or to provide an estimate of the time until collection. This information may then be provided to the customer, to assure them that the service is being provided. Further useful information may be provided to the customer; for example, the identity of the taxi operator, the make, model and registration details of the taxicab, the name of their driver, or the exact pickup location, if this is not adjacent the SST.

Preferably, the method further comprises the step of debiting the fee due for the service from a customer account. The fee may be debited from a specified bank account or from a credit card account. Alternatively, the fare may be deducted from a rechargeable "smart card", or from a "single use" taxi fare card. Various other means of debiting the fee due may be used, including electronic transfer of funds, which transfers may be facilitated by the SST. A fixed fee for each journey may be deducted, or the transport operator may inform the SST operator of the appropriate fee before or after the service has been provided. The method may also comprise the step of the customer confirming that the service has been provided; for example, by signing a transaction confirmation after the journey, or by nswiping" their SST identification card through a card reader provided by the transport operator; or by any suitable method. This reduces the risk that a customer may be charged for a journey that did not take place. Further, this may lessen the risk of, for example, fraudulent expenses claims, as a record of journeys made may be produced, and tallied with the claims.

in addition, electronic transfer of funds may be more convenient for the customer, who does not have to carry cash in appropriate local currency, and safer for the driver, who will have less cash in their vehicle. Further, the vehicle may be prominently marked "cashless" or the like, to dissuade would-be thieves.

According to a further aspect of the present invention, there is provided a self-service terminal (SST) comprising: means for allowing a customer to instruct the SST to request provision of a mobile service; means for interpreting such instructions; and means for relaying a request to the service provider.

According to a still further aspect of the present invention, there is provided a method of requesting a mobile service using a self-service terminal (SST), the method comprising the steps of:

allowing a customer to instruct a self-service terminal (SST) to request provision of a mobile service; and relaying a request for provision of a mobile service to a service provider.

As used herein, "mobile service" means any service provided by a person or persons which service is ultimately provided at a first location, which may be coincident with the location of the SST, but which person or persons are initially despatched from a second location, remote from the SST.

According to an additional aspect of the present invention, there is provided a self-service terminal (SST) comprising: means for allowing a customer to instruct the SST to request provision of a service at a location remote from the SST; means for interpreting such instructions; and means for relaying an appropriate request to the service provider.

According to a yet further aspect of the present invention, there is provided a method of requesting a service via a self-service terminal, the method comprising the steps of:

allowing a customer to instruct a self-service terminal (SST) to request provision of a service from a service provider at a location remote from the SST; and relaying a request for provision of a service to a service provider.

In other aspects of the invention, one or both of the means for interpreting instructions and the means for relaying an appropriate request to the service provider, may be provided remotely of the SST.

Preferably, the service is a non-banking service, and may be a service not provided by the SST provider, for example the SST may be an automated teller machine (ATM) operated by a bank and the service may be provided by a transport company.

The service may be a service provided by another person or persons, such as preparing dry cleaning ready for pick-up by the customer, preparing an order of groceries for pick up or delivery, or preparing a meal or meals for pick-up or delivery. Alternatively, the service may be provided without human intervention, for example the request may be directed to a utility company to activate the customer's domestic heating or lighting in anticipation of the customer's return home, or to deactivate an intruder alarm system, which activation or deactivation may be initiated automatically on receipt of an appropriate request issued by the SST.

These and other aspects of the present invention will now be described by way of example only with reference to the accompanying figures, in which:

Figure 1 illustrates schematically the steps of operation of a method of providing a transport service in accordance with one embodiment of an aspect of the present invention; and Figure 2 shows a self-service terminal (SST) for use in the method of Figure 1.

Figure 1 shows a customer 10 approaching a self-service terminal (SST) 12, such as an automated teller machine (ATM), the fascia of the SST being illustrated in Figure 2. The SST 12 may have the appearance of a conventional SST, or may be modified so as to advertise the availability of transport services to potential customers. The customer 10 begins the transaction by inserting an identification card 34 into a magnetic card reader 32 in the SST fascia 12. The customer's personal identification number (PIN) is then entered on a keypad 28. In combination, the magnetic card 34 and the PIN serve to identify the customer 10 to the SST 12, which permits access to the service. Once the customer 10 is identified, a menu of choices is displayed on a screen 26, inviting the customer to select from, for example, withdrawing cash, paying a bill, depositing cash or cheques, or requesting a taxi. Each choice is associated with a respective selection key 38 provided adjacent the display screen 26, which the customer presses in order to identify their choice. Alternatively, a dedicated "taxi" button 36 may be provided.

If the customer selects a taxi service, a processor unit within the SST interprets the customer input and appropriate instructions or data is transferred from the SST 12 to a mainframe computer 14 operated by the SST operator. This data identifies the location of the SST 12, the name of the customer 10, and the fact that a request has been made.

The computer 14 then compares the location of the SST 12 against a stored list of taxi operators and their operating areas, and selects an operator 16 who provides services in the relevant area.

The computer 14 then generates an automated request for a taxi service, and forwards the request to the taxi operator 16 by telephone 18, facsimile 20, or e-mail 22. Operator 16 receives the request, and despatches a taxi 24 to the SST 12 location to collect the customer 10. The taxi operator 16 also transmits a message to the computer 14 confirming that the request has been received, and providing an estimated arrival time for the taxi 24. This data is passed to the SST 12 and displayed on the screen 26. The SST 12 may also provide a receipt to the customer 10 in order to confirm the request. After the taxi 24 has collected the customer 10, the customer 10 passes their magnetic card through a reader installed in the taxi 24, to confirm that the service was provided. Details of the fare are later provided via the operator 16 to the computer 14, which debits the relevant fare from the customer's bank account. In this way, no cash need be handled, which may be is more convenient and safer for all parties to the transaction.

The invention described above is not limited to provision of transport services and may be applied to provision of any almost any service. For example, an SST may provide an option to order some foodstuffs such as a pizza, which will be delivered either to the SST, or to the customer's home. Many other modifications and improvements will be apparent to the person of skill in the art and these are included in the scope of the present invention. For example, in other aspects of the invention the customer instructions may be relayed to a central remote processor unit remote from the SST, and the service request is then issued from the processor unit.

Claims

1. A self-service terminal (SST) comprising: means f or allowing a customer to instruct the SST to request provision of a transport service; means f or interpreting a customer request; and means for relaying such a request to a transport operator.

2. A method of requesting a transport service (24) via a self-service terminal, the method comprising the steps of:

allowing a customer (10) to instruct a self-service terminal to request provision of a transport service; and relaying the request to a transport operator (16).

3. The method -of claim 2, further comprising the step of identifying the customer via a user interaction with the SST.

4. The method of claim 3, wherein identification of the customer to the SST comprises the step of detection and characterisation of a unique feature associated with the customer.

S. The method of claims 2 to 4, wherein the customer instruction is effected by displaying an appropriate message on a screen incorporated in the SST, and detecting a I keypress as signifying an instruction to the SST to request a transport service.

6. The method of claims 2 to 5, wherein the request transferred to the transport operator includes the location of the SST.

7. The method of claims 2 to 6, wherein the request includes details identifying the customer.

8. The method of claims 2 to 7, wherein details of a customer destination are incorporated in a token presented to the terminal by the customer.

9. The method of claims 2 to 8, wherein the request is transferred to the transport operator via a data processing system operated or accessed by the SST operator.

10. The method of claims 2 to 9, wherein the method further comprises the step of debiting the fee due for the service from a customer account.