Description:FIELD OF THE INVENTION

[0001] The present invention relates to a banking assistance system that is capable of facilitating smooth customer handling by delivering instant guidance, monitoring customer needs, and coordinating service responses to enhance satisfaction and streamline operations in busy service environments.

BACKGROUND OF THE INVENTION

[0002] Banks are essential institutions that provide a variety of financial services to customers. Efficient customer service and smooth management of customer flow inside bank premises are important to ensure customer satisfaction and reduce waiting times. Customers often need real-time information and guidance during their visit, especially for document verification and completing banking procedures. Providing timely assistance could help customers understand the processes better and avoid confusion. Additionally, managing customer emotions and stress during their time in the bank is crucial to improve overall experience.

[0003] Traditionally, banks have used manual queue systems such as token dispensers and basic electronic displays to manage customer flow. These systems provide limited information and do not offer personalized guidance. Customers often have to wait without knowing the expected waiting time or the status of their service. Manual document verification processes are time-consuming and prone to errors, leading to delays and customer frustration. Moreover, staff allocation is usually based on fixed schedules without considering real-time demand or customer needs, which reduces efficiency. Existing customer service methods in banks also rely heavily on face-to-face interaction without technological support to enhance communication. Most bank counters lack interactive tools to provide live instructions or assist in complex procedures, which limits effective communication between staff and customers. Complaint registration is often a manual process, leading to delays in issue resolution.

[0004] US20060253358A1 discloses a system and method for managing a customer in a banking institution. The system includes a customer kiosk with biometric device for identifying the customer. The system places the customer in a virtual queue to see a service provider.

[0005] US8955743B1 discloses an automated banking machine that allows a customer to employ a mobile wireless device for performing banking transactions. The customer may request assistance from a teller or other bank personnel at a remote location. An audio, and optionally video, communication may be initiated between the remote location and the customer. The customer may use either the automated banking machine, mobile wireless device, or both for communicating with the remote location.

[0006] Conventionally, many devices have been developed to improve customer identification, queue management, and remote assistance in banking environments; however, the devices mentioned in the prior arts have limitations pertaining to the lack of real-time emotional state detection, insufficient integration of document verification processes, limited personalized guidance during the entire customer journey, and minimal interaction capabilities at service counters, resulting in decreased efficiency and customer satisfaction.

[0007] In order to overcome the aforementioned drawbacks, there exists a need in the art to develop a system that requires to be capable of providing comprehensive real-time assistance to customers by integrating facial expression and voice tone analysis, dynamic queue management, and automated document verification, and enhance customer experience by delivering personalized instructions, reducing wait times, improving service allocation, thereby ensuring efficient handling of customer complaints within bank premises.

OBJECTS OF THE INVENTION

[0008] The principal object of the present invention is to overcome the disadvantages of the prior art.

[0009] A primary object of the present invention is to develop a system that is capable of efficiently managing customer flow within service premises by providing accurate, real-time information and clear guidance to customers before and during their visit, thereby improving the overall customer experience.

[0010] Another object of the present invention is to develop a system that is capable of dynamically allocating service resources based on customer needs and emotional states, ensuring that customers are directed to the most appropriate service counters or personnel for timely assistance.

[0011] A further object of the present invention is to develop a system that is capable of automating and streamlining the verification of customer documents prior to service, reducing errors and delays and increasing the speed of the document validation process.

[0012] A yet further object of the present invention is to develop a system that is capable of enhancing communication between customers and service staff by providing interactive, real-time assistance to facilitate better guidance, and improved service quality.

[0013] The foregoing and other objects, features, and advantages of the present invention will become readily apparent upon further review of the following detailed description of the preferred embodiment as illustrated in the accompanying drawings.

SUMMARY OF THE INVENTION

[0014] The present invention relates to a banking assistance system that is capable of enabling better management of customer interactions by offering timely information, guiding customers through processes, and optimizing staff allocation to improve overall experience and operational efficiency.

[0015] According to an aspect of the present invention, a banking assistance system is disclosed, comprises of multiple integrated technical components that work collaboratively to provide real-time support and guidance, the system includes a user-interface embedded within a computing unit that allows customers to access relevant information and receive instructions both before and during their entry into the bank, ensuring smooth navigation and preparedness, a processing unit operably linked with the computing unit which dynamically assigns service counters based on customer queries and manages the overall flow, a monitoring module installed at the bank entrance which captures and analyses customer facial expressions and voice tone, thereby assessing their emotional state to tailor service accordingly.

[0016] According to another aspect of the present invention, the system further includes a queue management module integrated with the processing unit utilizes data from both the customer’s query and detected emotional state to optimize counter assignment and issue real-time instructions, a customer interaction module installed at each service counter facilitates effective communication by providing live instructions and assistance to both customers and bank staff, improving engagement and reducing wait times, a document verification module positioned in the waiting area assists customers in pre-service validation of documents required for various banking processes, minimizing delays during service, collectively.

[0017] While the invention has been described and shown with particular reference to the preferred embodiment, it will be apparent that variations might be possible that would fall within the scope of the present invention.

BRIEF DESCRIPTION OF THE DRAWINGS

[0018] These and other features, aspects, and advantages of the present invention will become better understood with regard to the following description, appended claims, and accompanying drawings where:
Figure 1 illustrates an isometric view of a banking assistance system.

DETAILED DESCRIPTION OF THE INVENTION

[0019] The following description includes the preferred best mode of one embodiment of the present invention. It will be clear from this description of the invention that the invention is not limited to these illustrated embodiments but that the invention also includes a variety of modifications and embodiments thereto. Therefore, the present description should be seen as illustrative and not limiting. While the invention is susceptible to various modifications and alternative constructions, it should be understood, that there is no intention to limit the invention to the specific form disclosed, but, on the contrary, the invention is to cover all modifications, alternative constructions, and equivalents falling within the spirit and scope of the invention as defined in the claims.

[0020] In any embodiment described herein, the open-ended terms "comprising," "comprises,” and the like (which are synonymous with "including," "having” and "characterized by") may be replaced by the respective partially closed phrases "consisting essentially of," consists essentially of," and the like or the respective closed phrases "consisting of," "consists of, the like.

[0021] As used herein, the singular forms “a,” “an,” and “the” designate both the singular and the plural, unless expressly stated to designate the singular only.

[0022] The present invention relates to a banking assistance system that is capable of improving customer service by providing real-time assistance, managing customer flow, and enhancing communication between customers and staff to ensure efficient service delivery and reduce waiting times in service centers.

[0023] Referring to Figure 1, an isometric view of a banking assistance system is illustrated, comprises a monitoring module is installed at the bank’s entrance area and comprises an AI-enabled facial recognition camera 101 and a primary microphone 102, a set of touchscreen displays 103 are mounted on seating units in a waiting area, a customer interaction module is installed at each service counter and includes a transparent display panel 104, a secondary microphone 105, and a speaker unit 106, and a document verification module is located in the waiting area and comprises a platform 107 comprising a pair of sliding units 108, a transparent cavity 109 and AI-based imaging units 110.

[0024] The present invention includes a system that provides a user-interface inbuilt within a computing unit, which is accessible to customers prior to and during their entry into the bank. This interface provides real-time information and instructions to customers, helping them understand the banking procedures and preparing them for their visit.

[0025] The computing unit is operably linked to a processing unit via a communication unit that assigns service counters based on customer queries and manages the flow of customers efficiently, ensuring optimized staff utilization and reduced waiting times. The processing unit mentioned herein is a microcontroller that is pre-fed with a defined set of instructions to perform various functions. The microcontroller is a small integrated circuit that controls specific functions by executing a program stored in its memory. The microcontroller consists of a central processing unit (CPU), memory, and I/O ports for interacting with external components of the system and executes instructions to initiate the working of the system.

[0026] The communication module includes, but not limited to Wi-Fi (Wireless Fidelity) module, Bluetooth module, GSM (Global System for Mobile Communication) module. The Wi-Fi module contains transmitters and receivers that use radio frequency signals to transmit data wirelessly to the processing unit. The wireless module typically includes components such as antennas, amplifiers, and processors to facilitate communication and further connected to networks such as Wi-Fi, Bluetooth, or cellular networks, allowing system to exchange information over short or long distances for communication of wireless commands to facilitate operations of the system.

[0027] In an exemplary embodiment, the user-interface used herein is a touchscreen kiosk. As the customer enters the bank, they are greeted by a user-interface installed near the entrance. This user-interface is part of a computing unit, which presents a simple menu on the screen asking the customer to select the service they need (e.g., cash deposit, account opening, passbook update, etc.). The customer makes a selection based on their requirement. This input is captured by the computing unit and immediately sent to the processing unit that analyses it using pre-programmed instructions. Based on current queue status, staff availability, and service type, the system assigns a suitable counter to the customer.

[0028] A monitoring module is installed at the bank entrance, comprising an AI-enabled facial recognition camera 101 synchronized with a primary microphone 102. This module captures and analyzes customer facial expressions and voice tone to assess emotional states such as agitation, calmness, or anxiety.

[0029] The AI-enabled facial recognition camera 101 is configured to detect and analyze a customer’s facial expressions upon entry. It uses embedded machine learning protocols trained on large datasets of facial emotions to identify micro-expressions, which are small, involuntary muscle movements that reveal a person’s emotional state. These may include furrowed brows, clenched jaws, widened eyes, or relaxed features. As the customer approaches, the camera 101 captures the facial image, isolates key landmarks such as the mouth, eyes, and eyebrows, and matches them against predefined patterns associated with emotional indicators like stress, calmness, or anxiety. This visual data is then transmitted to the processing unit for interpretation.

[0030] Simultaneously, the primary microphone 102, synchronized with the camera 101, captures audio cues from the customer, including voice tone, pitch, volume, and speech speed. These characteristics help further identify the customer’s emotional state. For example, a raised voice with rapid speech may indicate agitation, while a soft and steady tone may suggest calmness. The microphone 102 converts these vocal inputs into audio signals, which are processed to extract features relevant to emotion detection. The combined analysis of both facial expressions and voice tone provides a reliable assessment of the customer’s emotional condition.

[0031] The collected data is relayed to the processing unit, which integrates it with a queue management module. The queue management module uses this information, along with customer queries, to assign service counters dynamically and provide personalized real-time instructions, thereby improving customer experience and ensuring that customers with specific emotional needs are directed to appropriate staff trained in conflict resolution.

[0032] In the waiting area, multiple touchscreen displays 103 are strategically mounted on seating units to provide customers with personalized and real-time information, enhancing their overall banking experience. Each touchscreen displays 103 is connected to the central processing unit through a wired or wireless communication network, allowing it to receive data relevant to individual customers. When a customer enters the bank and registers their token or query, the processing unit assigns a unique identifier linked to their service request. This identifier is used to update the corresponding touchscreen displays 103 with specific details such as the customer’s token number and the estimated waiting time, which are continuously refreshed based on queue status and service counter availability.

[0033] The touchscreens are equipped with embedded protocol that supports interactive features, enabling customers to access guidance on banking procedures and document requirements by simply tapping on the screen. This protocol fetches the relevant information from a centralized database, ensuring that the instructions are accurate and up-to-date. The displays 103 are equipped with capacitive touch sensors that detect finger inputs, allowing users to navigate menus and select options intuitively. Data transfer between the processing unit and displays 103 is managed through secure communication protocols to maintain privacy and prevent unauthorized access.

[0034] In an exemplary embodiment, when a customer enters the bank and registers their token or service query, the central processing unit assigns a unique identifier linked to their request, which is then communicated to the touchscreen displays 103 mounted on the seating unit where the customer is waiting. This display 103 updates in real-time to show the customer’s token number and estimated waiting time, which adjusts dynamically based on the current queue and counter availability. The customer could interact with the touchscreen using its capacitive touch sensors to access interactive menus. For example, if the customer wants guidance on opening a new account, they are able to type or select a relevant query such as “What documents do I need for account opening?” The display 103 fetches accurate, up-to-date information from the centralized database and presents it clearly. Additionally, for elderly or differently-abled customers, the system is also able to automatically switch to a large-text mode or activate voice guidance, ensuring accessibility and ease of use.

[0035] At each service counter, a customer interaction module is provided, which includes a transparent display panel 104 for visually displaying live instructions and guidance to customers. The transparent display is connected to the central processing unit and receives real-time data and updates relevant to the ongoing service or transaction. The display panel 104 uses advanced display technology, such as OLED or LCD with transparency capabilities, which enables it to show clear images and text while allowing customers to see through the screen.

[0036] The processing unit sends specific instructions and information to the display based on the customer’s current transaction or query, which could include steps to complete forms, document requirements, or additional guidance. The panel 104 refreshes continuously to provide up-to-date information throughout the service process. channels, improving customer understanding and satisfaction at the service.

[0037] Additionally, a secondary microphone 105 and speaker unit 106enable two-way audio communication between bank staff and customers, facilitating clear and effective interaction, particularly for complex or detailed queries.

[0038] The secondary microphone 105 captures the customer’s voice by converting sound waves into electrical signals, which are then transmitted to the processing unit. This secondary microphone 105 is designed to pick up clear audio even in noisy bank environments, using noise-cancellation technology to reduce background sounds. The processing unit processes these signals and transmits them in real time to the bank staff’s audio system, enabling them to hear the customer’s queries or responses clearly.

[0039] Conversely, the speaker unit 106 connected to the processing unit converts electrical audio signals from the bank staff into sound waves that the customer could hear. This speaker unit 106 is positioned to deliver clear, audible communication directly to the customer, ensuring that instructions or responses from the staff are easily understood. Together, the secondary microphone 105 and speaker unit 106 create a two-way audio communication channel that allows real-time conversations between the customer and bank staff, improving clarity and effectiveness of communication, especially for complex or detailed queries that may require verbal explanation or discussion beyond visual instructions.

[0040] The system also incorporates a document verification module located in the waiting area to assist customers with pre-service document validation. This module includes a platform 107 with sliding units 108 designed to securely hold and transport customer documents. The sliding units 108 are controlled by motors connected to the processing unit. When a customer places their documents into the designated input area of the platform 107, the sliding units 108 are activated to securely grip and transport the documents into a transparent cavity 109 with an electrochromic protective layer allows secure visibility during document scanning.

[0041] The electrochromic protective layer in the transparent cavity 109 operates by changing its transparency in response to an electrical voltage, utilizing materials such as tungsten oxide that alter their optical properties when energized. In its default state, this layer is partially opaque or dimmed to protect the privacy of documents placed inside the cavity 109. When the document scanning process begins, the system applies a low electrical voltage to the electrochromic layer, causing it to become clear and transparent.

[0042] An array of AI-based imaging units 110 synchronized with an Optical Character Recognition (OCR) module extract and verifies document data such as names, ages, and identification numbers against a centralized banking database. The AI-based imaging units 110 first capture high-resolution images of the documents placed within the transparent cavity 109, ensuring clear and detailed visuals of all text and graphical elements. These imaging units 110 are equipped with advanced sensors and lighting to enhance image quality, even under varying environmental conditions.

[0043] Once the images are captured, they are sent to the Optical Character Recognition (OCR) module, which processes the images to identify and convert printed or handwritten text into machine-readable digital data. The OCR uses pattern recognition protocols to accurately detect characters, numbers, and symbols from the document images. After digitization, the extracted data including names, ages, and identification numbers, is compared with records stored in a centralized banking database through a verification protocol. This comparison checks for consistency, authenticity, and correctness of the information provided. Any mismatches or anomalies are flagged for further review, ensuring that only valid and accurate documents proceed in the banking process.

[0044] Furthermore, the processing unit is linked to a centralized database that stores detailed profiles of bank staff, including their roles, specializations, and availability. By analyzing customer queries along with detected emotional states, the system intelligently suggests and directs customers to the most suitable staff members, thus enhancing service personalization and efficiency.

[0045] To improve the system’s adaptability, a machine learning module is integrated with the processing unit. This module learns from customer behavior patterns, predicts potential service issues, and recommends proactive measures to optimize staff allocation and minimize customer stress, contributing to smoother operations.

[0046] Finally, the user-interface features a complaint registration system that automatically routes customer complaints to higher bank authorities for immediate review, expediting issue resolution and improving overall customer satisfaction.

[0047] In an exemplary embodiment, the user accesses the complaint registration feature from the main menu provided over the computing unit associated with the system. Upon selecting this option, the interface prompts the customer to enter relevant details such as the nature of the complaint, specific issues faced, and any supporting information like transaction IDs or staff details. Once the customer submits the complaint, the system automatically processes the information and assigns a unique complaint reference number. This complaint data is then instantly routed through the network to the higher bank authorities' dashboard or email system for immediate attention. The system may also trigger an alert or notification to the concerned officials to prioritize the review and resolution. Meanwhile, the customer receives a confirmation message with the complaint reference and expected response time, ensuring transparency.

[0048] A battery (not shown in figure) is associated with the system to supply power to electrically powered components which are employed herein. The battery is comprised of a pair of electrodes named as a cathode and an anode. The battery uses a chemical reaction of oxidation/reduction to do work on charge and produce a voltage between their anode and cathode and thus produces electrical energy that is used to do work in the system.

[0049] The present invention works best in the following manner, where the user-interface as disclosed in the invention is accessed by the user that approaches the bank. The user-interface provides real-time information and guidance before and during entry, helping the customer prepare for their visit. As the customer enters, the monitoring module, equipped with the AI-enabled facial recognition camera 101 and microphone 102, captures and analyses their facial expressions and voice tone to assess their emotional state. This data is sent to the processing unit, which, along with the queue management module, assigns the customer to the appropriate service counter based on their query and emotional condition. In the waiting area, touchscreen displays provide personalized information such as token numbers and waiting times, while offering interactive guidance on banking procedures. At the assigned service counter, the customer interaction module uses the transparent display panel 104 and two-way audio communication to assist both customers and bank staff effectively. Meanwhile, the document verification module in the waiting area securely scans and verifies customer documents using AI-based imaging and OCR technology, ensuring efficient service allocation, reduces waiting times, addresses customer needs, and improves overall satisfaction.

[0050] Although the field of the invention has been described herein with limited reference to specific embodiments, this description is not meant to be construed in a limiting sense. Various modifications of the disclosed embodiments, as well as alternate embodiments of the invention, will become apparent to persons skilled in the art upon reference to the description of the invention. , Claims:1) A banking assistance system, comprising:
i) a user-interface inbuilt in a computing unit associated with the system, accessible to customers for providing real-time information and instructions prior to and during their entry into the bank;
ii) a processing unit operably linked with the computing unit to assign service counters and provide real-time instructions based on the customer’s query;
iii) a monitoring module installed at an entrance of a bank premises for capturing and analyzing customer facial expressions and voice tone;
iv) a queue management module integrated with the processing unit configured to assign service counters and provide real-time instructions based on the customer’s query and detected emotional state;
v) a customer interaction module installed at each service counter of the bank premises, configured to provide real-time instructions and assistance to both customers and bank staff; and
vi) a document verification module installed in the waiting area of the bank premises to assist customers with pre-service document validation for various banking processes.

2) The system as claimed in claim 1, wherein the monitoring module includes an AI (artificial intelligence)-enabled facial recognition camera 101 synchronized with a primary microphone 102.

3) The system as claimed in claim 1, wherein a plurality of touchscreen displays installed in the waiting area, mounted on seating units, configured to show customer-specific information including token number, waiting time, and provide interactive guidance on bank procedures and document requirements.

4) The system as claimed in claim 1, wherein the customer interaction module includes:
a) a transparent display panel 104 configured to visually display live guidance and instructions, and
b) a secondary microphone 105 and speaker unit 106 configured to enable two-way audio communication between the bank staff and the customer.

5) The system as claimed in claim 1, wherein the document verification module includes:
a) a platform 107 comprising a pair of sliding units 108 adapted to securely hold and transport customer documents within the platform 107 for processing and verification,
b) a transparent cavity 109 mounted atop the platform 107 to receive documents, the cavity 109 integrated with an electrochromic protective layer to ensure secure visibility during scanning, and
c) an array of AI-based imaging units 110 synchronized with an OCR (Optical Character Recognition) module to extract and verify document data, including name, age, and identification numbers, against records stored in a centralized banking database.

6) The system as claimed in claim 5, wherein the processing unit is configured to detect mismatches in submitted data and trigger alerts regarding discrepancies such as incorrect name, age, or missing documents.

7) The system as claimed in claim 1, wherein the processing unit is linked to a centralized database storing staff profiles including roles, specializations, and availability, and the processing unit analyzes customer queries and detected emotional states to suggest and direct customers to appropriate staff members.

8) The system as claimed in claim 1, wherein a machine learning module is integrated with the processing unit, operable to learn customer behavior patterns, predict potential service issues, and recommend proactive solutions for optimizing staff allocation and reducing customer stress.

9) The system as claimed in claim 1, wherein the user-interface includes a complaint registration feature operable to route customer complaints automatically to higher bank authorities for immediate review.