# US 12,223,479 B2 · Detecting usage issues on enterprise systems and dynamically providing user assistance > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,223,479 B2 - Document ID: US12223479B2 - Status: Granted - Kind: B2 - Application number: 18/211,662 - Filed: 2023-06-20 - Published: 2023-10-19 - Granted: 2025-02-11 - Earliest claimed: 2020-07-27 - Assignees: Bank of America Corporation - Applicants: Bank of America Corporation - Inventors: Naga Vamsi Krishna Akkapeddi; Morgan S. Allen; Susan Moss; Stephen T. Shannon; Siten Sanghvi; Pratap Dande - Web page: https://patentgrep.com/patent/US12223479B2 ## CPC - G06Q 20/1085: {involving automatic teller machines [ATMs]} - G06Q 20/325: {using wireless networks} - G06Q 20/40145: {Biometric identity checks} - G06V 20/52: Surveillance or monitoring of activities, e.g. for recognising suspicious objects (recognising microscopic objects G06V20/69) - G06V 40/166: {using acquisition arrangements} - G06V 40/172: {Classification, e.g. identification} - G06V 40/18: Eye characteristics, e.g. of the iris - G07F 19/207: {Surveillance aspects at ATMs} - G06V 20/625: {License plates} - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - G06V: IMAGE OR VIDEO RECOGNITION OR UNDERSTANDING - G07F: COIN-FREED OR LIKE APPARATUS (coin sorting G07D3/00; coin testing G07D5/00; {handling coins or paper currencies apart from payment activated apparatus G07D; payment architectures, schemes or protocols G06Q20/00}) ## Abstract Aspects of the disclosure relate to detecting usage issues on enterprise systems and dynamically providing user assistance. In some embodiments, a computing platform may receive, from an automated teller system, user presence information indicating that a user has been detected at an automated teller machine associated with the automated teller system. Subsequently, the computing platform may identify, based on the user presence information received from the automated teller system, that the user has a need for assistance with the automated teller machine associated with the automated teller system. In response to identifying that the user has the need for assistance, the computing platform may generate and send one or more commands directing the automated teller machine associated with the automated teller system to execute one or more automated assistance actions corresponding to the need for assistance. ## Claims ### Claim 1 A computing platform, comprising: at least one processor; a communication interface communicatively coupled to the at least one processor; and memory storing computer-readable instructions that, when executed by the at least one processor, 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, 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, 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. ### Claim 2 (depends on 1) The computing platform of claim 1, wherein receiving the user presence information from the automated teller system comprises receiving face recognition data captured by a facial recognition camera connected to the first automated teller machine associated with the automated teller system. ### Claim 3 (depends on 1) The computing platform of claim 1, wherein receiving the user presence information from the automated teller system comprises receiving license plate data from a drive-up camera connected to the first automated teller machine associated with the automated teller system. ### Claim 4 (depends on 1) The computing platform of claim 1, wherein receiving the user presence information from the automated teller system comprises receiving device detection data from an enterprise center monitoring system deployed at a location associated with the automated teller system. ### Claim 5 (depends on 1) The computing platform of claim 1, wherein identifying that the first user has the need for assistance with the first automated teller machine associated with the automated teller system further comprises determining that the first user is a new user of the first automated teller machine. ### Claim 6 (depends on 1) The computing platform of claim 1, wherein identifying that the first user has the need for assistance with the first automated teller machine associated with the automated teller system further comprises determining that the first user is looking at one or more menu items based on eye detection data captured by a camera indicating what the first user is looking at and connected to the first automated teller machine associated with the automated teller system. ### Claim 7 (depends on 1) The computing platform of claim 1, wherein identifying that the first user has the need for assistance with the first automated teller machine associated with the automated teller system further comprises determining that the first user is having a specific issue based on audio data captured by a microphone connected to the first automated teller machine associated with the automated teller system. ### Claim 8 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to display one or more dynamically colored navigation options. ### Claim 9 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to display a tutorial video based on a sequence of the first user's interactions with the first automated teller machine. ### Claim 10 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to initiate a video assistance call with the first user on a display screen connected to the first automated teller machine. ### Claim 11 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to initiate a video assistance call with the first user on a mobile computing device linked to the first user. ### Claim 12 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to display assistance information identifying one or more steps to perform one or more functions on the first automated teller machine. ### Claim 13 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to display update information identifying one or more recently updated functions of the first automated teller machine. ### Claim 14 (depends on 1) The computing platform of claim 1, wherein generating 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 comprises generating at least one command that causes the first automated teller machine to display replacement information identifying one or more replacement functions available at the first automated teller machine. ### Claim 15 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. ### Claim 16 (depends on 15) The method of claim 15, wherein receiving the user presence information from the automated teller system comprises receiving face recognition data captured by a facial recognition camera connected to the first automated teller machine associated with the automated teller system. ### Claim 17 (depends on 15) The method of claim 15, wherein receiving the user presence information from the automated teller system comprises receiving device detection data from an enterprise center monitoring system deployed at a location associated with the automated teller system. ### Claim 18 (depends on 15) The method of claim 15, wherein identifying that the first user has the need for assistance with the first automated teller machine associated with the automated teller system further comprises determining that the first user is a new user of the first automated teller machine. ### Claim 19 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.