Detecting usage issues on enterprise systems and dynamically providing user assistance

A method, comprising:

• at a computing platform comprising at least one processor, a communication interface, and memory:
• receiving, by the at least one processor, via the communication interface, from an automated teller system, user presence information indicating that a first user has been detected at a first automated teller machine associated with the automated teller system;
• identifying, by the at least one processor, based on the user presence information received from the automated teller system, that the first user has a usage issue that includes a need for assistance with the first automated teller machine associated with the automated teller system, wherein identifying that the first user has the usage issue that includes the need for assistance with the first automated teller machine associated with the automated teller system comprises:
• determining that the first user is holding one or more physical items based on object detection data captured by a camera connected to the first automated teller machine associated with the automated teller system, and
• determining that the first user is linked to a foreign institution based on user credentials data received from the first automated teller machine associated with the automated teller system, wherein the foreign institution is associated with another automated teller system having a layout different from the first automated teller machine;
• in response to identifying that the first user has the need for assistance, generating, by the at least one processor, one or more commands directing the first automated teller machine associated with the automated teller system to execute one or more automated assistance actions corresponding to the need for assistance;
• and
• sending, by the at least one processor, via the communication interface, to the automated teller system, the one or more commands directing the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance, wherein sending the one or more commands directing the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance causes the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance.

One or more non-transitory computer-readable media storing instructions that, when executed by a computing platform comprising at least one processor, a communication interface, and memory, cause the computing platform to:

• receive, via the communication interface, from an automated teller system, user presence information indicating that a first user has been detected at a first automated teller machine associated with the automated teller system;
• identify, based on the user presence information received from the automated teller system, that the first user has a usage issue that includes a need for assistance with the first automated teller machine associated with the automated teller system, wherein identifying that the first user has the usage issue that includes the need for assistance with the first automated teller machine associated with the automated teller system comprises:
• determining that the first user is holding one or more physical items based on object detection data captured by a camera connected to the first automated teller machine associated with the automated teller system,
• determining that the first user is linked to a foreign institution based on user credentials data received from the first automated teller machine associated with the automated teller system, wherein the foreign institution is associated with another automated teller system having a layout different from the first automated teller machine;
• in response to identifying that the first user has the need for assistance, generate one or more commands directing the first automated teller machine associated with the automated teller system to execute one or more automated assistance actions corresponding to the need for assistance;
• and
• send, via the communication interface, to the automated teller system, the one or more commands directing the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance, wherein sending the one or more commands directing the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance causes the first automated teller machine associated with the automated teller system to execute the one or more automated assistance actions corresponding to the need for assistance.