RU2629172C1 - Robotic device for customer service - Google Patents

Abstract

FIELD: human vital needs satisfaction.

SUBSTANCE: robotic device for customer service contains a protective enclosure that protects its internal space from unauthorized access with workstations equipped with facilities for customer service operations and locks for receiving and transferring material objects therethrough, and at least one robotic manipulator installed inside the enclosure with a control unit and a gripper, which has the ability to repeatedly move between the workstations to perform operations on customer servicing and gateways. The enclosure is made in the form of protective panels connected to each other by docking assemblies and forming at least one dockable module, and at least one protective panel has at least one inner panel with grid-forming apertures for securing means for customer service operations.

EFFECT: ensured quick changes in the number of workplaces, both ascending and descending, and replacement of inoperative means for customer service operations, which allows to expand the operational and functional capabilities of the device.

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Description

The invention relates to multifunctional small-sized structures for accommodating robotic facilities and is intended for quick assembly and installation in bank branches, large shopping centers, supermarkets, train stations, airports in order to provide quick, automated and safe services for issuing and receiving cash, currency exchange, obtaining bank documents, credit cards, paying bills, storing cash, valuables and documents in cassettes or other storage systems ; data transfer to the information system of a company or a bank about operations; cash collection; information and reference services.

The optimal solution to reduce the large amount of manual work and transportation between consumers, retailers, banks, currency exchange centers and Central banks is the comprehensive automation of banking operations and other services provided at a location close to the consumers of services. Significant savings in time and money can be achieved when banknotes are circulated locally, money is used repeatedly, services for the provision of services and the sale of goods are provided comprehensively, in an automated mode, in a place easily accessible to the consumer. However, there are no technical solutions providing designs for complex automated banking or vending customer service.

Vending is understood as the sale of goods and services using automated systems (vending machines). Vending has become widespread in the world as a convenient and not very demanding way to trade or provide services.

Vending has existed for over a hundred years. The first machine to sell banal chewing gum was patented in the United States the year before last. Sales through such an apparatus quickly found fans, and the vending services market began to grow rapidly. The most powerful vending market is Japan, in which the turnover of such services is about 70 billion dollars.

About 20 million different vending machines have been installed and are operating around the world, in Europe one vending machine accounts for 120 people, in the USA - for 20. At the same time, one food vending machine in Russia accounts for 100 thousand people. All used machines have a narrowly specific purpose - it is either automated teller machines, ticket machines or vending machines.

Currently, the most widely and frequently used are banking terminals, which essentially carry out one or two banking operations: issuing and investing cash, and are able to consistently serve customers one at a time. It is not possible to increase the throughput of such equipment. Vending services in other areas are presented separately; there are no integrated automated services. All automated tools have a special purpose and stationary execution.

Such stationary means include, for example, a bank terminal disclosed in publication RU 146027. This terminal includes an anti-vandal case with a display, a keyboard placed on the front panel, a control unit, a printer, a coin receiving unit, a banknote issuing unit, a card reader, a unit exchange of information, an additional information display is installed on the front panel to display advertising and informational information or information at the request of the client.

The development of this direction in the presentation of vending services was obtained in the description of patent document RU148187 for a multifunctional banking terminal that contains at least two blocks for issuing banknotes, each of which is configured to issue different currencies, and one is equipped with a recycling system and a banknote sorting unit.

JPH07160929 discloses an automatic dispenser with a cash management function. Here, the task of managing the calculation of money using a cash register robot is solved, which adds money to the dispenser in automatic mode as they are used.

In addition, the analogue is the Q-Cash Router system for local money circulation, found on the Internet at www.banqit.com 01/15/2015. This design is equipped with four ATM panels, the main panel is used for making bundles of unsorted banknotes, two side panels are designed to give money to customers, and the fourth, located on the back of the case, is designed for use by bank staff. This design significantly improves the efficiency of cash turnover, since bank customers who want to withdraw money do not wait behind retailers making large deposits.

However, the possibilities of such a device are limited, since it serves only for depositing and withdrawing money. Thus, the throughput of the equipment does not increase significantly, the functions of the equipment remain the same - it provides for the withdrawal and investment of cash. This system does not have the flexibility and the possibility of reconfiguration, is not universal, because it cannot provide the provision of other than investing and withdrawing money, vending services.

Closest to the claimed invention is a robotic customer service device selected as a prototype, comprising a housing protecting its internal space from unauthorized access with workstations equipped with facilities for performing customer service operations and gateways for receiving and transmitting material objects through them, and installed inside the housing, at least one robotic arm with a control unit and coverage, with the ability to repeatedly change communication between workstations for customer service operations and gateways (see US Pat. No. 5,250,788, publ. 05/10/1993).

The disadvantage of the prototype is the low operational capabilities of the device, which does not allow for a quick change in the number of jobs and does not allow for the rapid replacement of inoperative means for customer service operations.

The analysis of the prior art showed that today there are no structurally independent mobile fast-mounted robotic devices for multifunctional customer service that would have high speed, would provide various banking and vending services, and at the same time be safe, efficient and environmentally friendly.

Disclosure of invention

The creators of the present invention had the task of creating a fully automatic service center with a flexible structure, which allows to increase the level of presence and accessibility of services to the population by placing on an area with high traffic and providing service to several customers at the same time. At the same time, any available banking and trading operations should be performed at each client location. All services in a new format product should be carried out without the participation of personnel in the self-service mode using information terminals, automated service tools and robotic tools. It is necessary to ensure local cash circulation, and thereby increase security, reduce the cost of processing cash, and reduce transportation costs and, consequently, the environmental impact.

The technical result achieved by using the invention is to provide high-speed changes in the number of jobs both in the direction of increase, and in the direction of reducing and replacing inoperative means for performing customer service operations, which allows to expand the operational and functional capabilities of the device. Operational capabilities are expanding due to the rapid change in the number of jobs and dockable modules in general and, as a result, changes in the number of clients served simultaneously, while the functionality of the device is expanding due to changes in the composition of jobs and modules from banking to customer service to various goods.

The technical result is achieved due to the fact that in the robotic device for servicing customers, which contains a housing with workstations equipped with facilities for performing customer service operations and gateways for receiving and transmitting material objects through them, and a housing that protects its internal space from unauthorized access, inside the housing, at least one robotic arm with a control unit and a gripper that can repeatedly move between workstations I carry out operations for servicing customers and gateways, the housing is prefabricated in the form of protective panels connected to each other by means of docking nodes and forming at least one interface module, and at least one protective panel has at least one inner panel with holes forming the grid to fix the means in them for performing customer service operations.

The invention and the possibility of achieving a technical result are disclosed in detail on a specific example of a robotic device with reference to the position of the drawings, where in FIG. 1 is a perspective view of a robotic device having a horizontal layout of the docking modules constituting it; FIG. 2 is a perspective view of a robotic device with a vertical layout of dockable modules; FIG. 3 is a perspective view of a robotic device having a horizontal layout of the mating modules constituting it with six side faces, and FIG. 4 - two protective panels connected by a docking unit. In the drawings, the following notation:

1 - prefabricated building,

2 - dockable module,

3 - robot manipulator,

4 - workplace (internal),

5 - gateway

6 - gripper of the robot manipulator,

7 - the base of the robotic arm

8 - guide,

9 - a material object transmitted through a gateway, for example, a container with an RFTD tag,

10 - workplace (external),

11 - a window (opening) for access for maintenance personnel.

12 - protective panels,

13 - inner panels with holes,

14 - docking unit,

15 is an adjacent element.

When describing a robotic device for customer service, the following terms, definitions and abbreviations are used.

The working area is the place where the gripper 6 of the robotic arm 3 performs the operation of laying the object for processing or excavating a material object for subsequent movement.

Client - a person who interacts with the device in order to receive a particular service or perform an operation.

Client place - a component that provides direct interaction between the client and the device in order to receive a particular service or perform a maintenance operation.

RM - robotic arm 3.

The process is a logically completed sequence of actions of the client, RM, equipment of workplaces and client places, ensuring the fulfillment of the goal set by the client in front of the device.

Basic operations - actions carried out by the equipment of work areas and / or the robot of the manipulator during the execution of the customer service process.

A module is a basic element of a device’s construct; it is used to place a customer service component in it.

A workplace (internal) is a work area 4 located in the same module 2 as the robot manipulator 3 serving it, equipped with means for performing maintenance operations.

Workplace (external) - workspace 10, located outside the module 2 of the robotic arm 3, equipped with tools for performing maintenance operations.

Gateway - a transmission device that provides the movement of material objects between the workspace and the client place located outside the device’s security zone. The gateway 5 is controlled only by the commands of the control unit. The device, dimensions, principle of operation of the gateway are determined by the equipment of the interacting systems and the security requirements for this work area.

The implementation of the invention

A robotic device for servicing customers, for example, for banking and retail and retail services, comprises a building 1 with workstations 4 and 10 equipped with means for performing customer service operations and gateways 5 for receiving and transmitting through its internal space from unauthorized access of them of material objects 9, and at least one robot manipulator 3 installed inside the body 1 (in Fig. 1 three robot manipulators 3 are shown, and in Fig. 2 two robot manipulators 3) with a block ohm control and grapple 6, with the ability to repeatedly move between workstations 4 for customer service operations and gateways 5. The housing 1 is prefabricated in the form of protective panels 12 connected to each other by means of docking nodes 14 and forming at least one abutting module 2 (in Fig. 1 three abutting modules 2 are shown, and in Figs. 2 and 3 - two abutting modules 2), and at least one protective panel 12 (in Fig. 1, three protective panels 12 have one inner panel 13, and FIG. 3, four protective panels 12 have one inner panel 13), has at least one inner panel 13 with holes forming a grid (not indicated by the position) to secure means for performing customer service operations therein. Modules 2 can have a completely closed execution (see Fig. 2 and 3, the internal space is completely isolated, communication between modules 2 occurs through intermodule gateways 5, see Fig. 2) or partially closed execution. When docking, such modules 2 form a common internal space (Fig. 1). The robotic device allows you to organize and deploy the provision of services in shopping centers, transport hubs, small towns, campuses, venues for public events, recreation areas where the number of visitors is seasonal, shift camps, construction sites, and in disaster areas in the shortest possible time. . Ready-made modules 2, equipped with equipment for the provision of services (workstations 4 with tools for performing customer service operations, a robotic arm 3) are joined at the installation site using docking units 14. Docking can be done to form a horizontal one (see Fig. 1 ), vertical (see Figs. 2 and 3) or combined (not shown in the drawings) layout of modules 2 forming a prefabricated housing 1. The walls of modules 2 are formed by armored protective panels 12. In addition to the docking units 14, modules 2 are equipped with connectors for I an electrical connection (not shown) therebetween. Various docking assemblies 14 can be used, for example, a docking assembly consisting of adjoining elements 15 welded to respective protective panels 12, which are, for example, tubes into which pins are inserted (not shown in the drawings).

Inside the housing 1 there are internal workstations 4. The robotic arm 3 can be attached directly to the wall of the module 2. In addition, the base 7 of the robotic arm 3 can be installed in the guide 8 located in the housing 1, and move inside the housing 1 to perform basic functions. In addition, the base 7 of the robotic arm 3 can be equipped with vehicles, for example wheels (not shown in the drawings), for movement inside the housing 1. The walls of the module 2 of the housing 1 (protective panels 12) are equipped with gateways 5 for communication with external workplaces 10 and client places. Gateways 5 are bank gateways used by banks to communicate with customers, and are installed with the ability to receive and transfer through them items, containers with RFID tags, money, securities, etc.

The main function of the robot manipulator 3 is to move material objects 9 between work areas equipped with various banking and other equipment. Movable material object 9 is an object or the result of a banking, trading or other transaction or is an object of storage. The workspace contains a device or devices that perform operations on material objects. The number of work areas in the housing 1 is limited only by the dimensions of the equipment to be placed, the dimensions of the internal space of the housing 1 and the space for operations by the robotic arm 3. The basic operations that are performed at the workplace are as follows: receiving bills from the gateway; verification of banknotes; counting bills; deposit of notes; issue of bills for RM; issue of notes to the gateway; receiving coins from the gateway; coin authentication; coin counting; deposit of coins; issuing coins for RM; issuing coins to the gateway; storage; printing of documents on operations; reception for storage from the gateway; storage; issuance from storage to the gateway.

To carry out these operations, the gripper 6 of the robotic arm 3 has the ability to repeatedly move between jobs 4 and gateways 5, carried out according to the commands of the control unit. The control unit (not shown in the drawings) is connected to all means of identification and / or data input, gateways 5, means of performing customer service operations and actuators of the robotic arm 3 and, according to the programs laid down in it, controls the operation of the entire device.

Internal workplaces 4 include means for performing customer service operations, which may be in the form of a check printing device, a banknote reception device, a banknote issuing device, a banknote counting device, a banknote authentication device, a coin receiving device, a coin issuing device, and a counting device coins, a device for verifying the authenticity of coins, a storage device, a device for printing documents and documents about operations, electrically connected to the control unit.

External workstations 10 include at least one customer identification tool selected from the group consisting of a magnetic stripe card reader, a smart card reader equipped with a contact microchip, a contactless smart card reader, a barcode scanner, and a biometric identification scanner, also related with control unit. Electrical connections between modules 2 are made using connectors installed on the connected parts of modules 2. The robotic device can be equipped with a collection gateway for moving packed money and items, a deposit storage gateway (not shown in the drawings) to ensure the movement of packed into a container with an RFID tag objects between the client and the workplace and the RFID tag scanner associated with the control unit. Gateway 5 may be configured to receive and issue mail.

Inside the housing 1 can be placed a tool (not shown) for weighing correspondence connected to the control unit.

Using the means installed in it, the robotic device has the ability to provide the following services, including: banking services, in particular operations with bank cards; making payments in favor of third parties; sale of precious metal bullion, investment coins; acceptance of precious metal bullion, investment coins for the purpose of subsequent purchase and sale; cash deposit and transfer of values; cash exchange; acceptance of damaged, dilapidated and doubtful bills in an envelope; execution and receipt of banking documents that do not require the physical presence of a bank employee; sale of lottery tickets and obtaining lottery winnings; currency exchange; deposit storage, postal services, vending services, selling medical insurance policies for traveling abroad, receiving pension account statements, obtaining information on tax arrears, receiving information on unpaid administrative fines, filing an application and providing copies of documents for obtaining a bank loan, filing an application and providing copies of documents for obtaining a bank card and any combination thereof.

In the walls of one of the modules 2 there is a window 11 or a door for access for maintenance personnel. From the outside, security cameras (not shown in the drawings) can be installed on the housing 1 of the device. In the housing 1 can also be installed means of autonomous power supply (also not shown in the drawings), which energize all the means located inside the modules 2 in the field or a failure in the supply of stationary power.

To increase the productivity of providing services, the device can be equipped with several robotic manipulators 3. The device can also be made mobile for quick movement in space to the place of use and equipped with means for providing movement - for example, wheels, a drive for independent movement, a clutch mechanism with a vehicle.

Robotic device for customer service works as follows.

The device is moved assembled or in separate modules 2 to the installation site in banks, large shopping centers, supermarkets, train stations, airports, etc. - wherever there is a need to quickly and safely in an automated mode serve a large flow of customers by providing a variety of services. Service is carried out in several client places through several gateways 5 almost simultaneously, taking into account the fact that high-speed equipment is used - a robotic arm 3 with a control unit (processor), automated means of counting, authentication, reception and delivery. For example, when at one gateway 5 at one client location one client enters his request, through another gateway 5 an investment or issue of money, mail, sale of goods is made. If you need to receive a certain amount from the account, the client, using the means of identification and / or data input, enters a bank card for reading and uses the keyboard to indicate the amount to be received. The data are transmitted to the control unit, processed, checked, the program for the robot manipulator 3 is selected. Next, the control unit transmits commands to one of the workstations 4 or 10, in which the means for issuing banknotes for issuing the required amount are located and the device for printing receipts for printing a receipt . The gripper 6 of the robotic arm 3 moves to the bill issuing device, receives the required amount and moves to the gateway 5, the bill is laid out. Then, the gripper 6 of the robotic arm 3 moves to the check printing device, picks up the check and also passes it to the client through gateway 5.

When depositing money into the account, the client enters the necessary information through the means of identification and / or data entry and puts the deposit amount into the gateway 5. The data is transmitted to the control unit, the program for moving the robot manipulator 3 is selected. Grab 6 of the robot manipulator 3 (or the robot the manipulator along the guide, and the gripper 6) moves to the gateway 5, takes the money and subsequently transfers it to the banknote authentication device and the counting device. The latter transmit data to the control unit, confirming the authenticity of the notes and the correspondence of the size of the deposited amount. A command arrives to move the gripper 6 to the bill acceptor, where money is invested. Then, the gripper 6 of the robotic arm 3 moves to the check printing device, picks up the check and passes it to the client through the corresponding gateway 5.

In case of falsified banknotes or the amount does not match the entered data, the authentication device or the counting device sends the relevant information to the control unit, which stops the operation, information on the cancellation of the operation appears on the display of the identification and / or data input device, the money is returned to the client.

When purchasing goods, the client also enters a request and puts the necessary amount into the gateway or provides his bank card details. The data goes to the control unit, the operation algorithm is selected. When paying in cash, the gripper 6 of the robotic arm 3 sequentially transfers the bills to the storage units where the goods are placed, then picks up the necessary items and issues a check to the client. With non-cash payment, the customer is given items and a printed receipt.

In addition, the control unit includes programs for paying bank bills and currency exchange. In the latter case, the cells of the device for issuing banknotes are used, which store banknotes of various denominations and different currencies.

Non-cash payment of bank accounts is made without the inclusion of a robot manipulator 3.

The invention has the following advantages:

the device is a structurally complete automatic point providing a variety of banking and vending services,

the device provides service to several customers at the same time,

the device provides a quick change in the number of workstations and dockable modules as a whole, both in the direction of increasing and decreasing by installing or removing the protective panels,

the device provides a quick replacement of inoperative means for performing customer service operations due to the dismantling and installation of internal panels together with the corresponding protective panels,

at each client location, any available operations can be performed, all operations are carried out without the participation of personnel in self-service mode,

the device provides local cash circulation,

the device is highly secure,

has low cash handling costs,

helps to reduce transportation costs,

reduces negative environmental impacts,

minimizes the occupied space.

Industrial applicability

A robotic customer service device may be implemented using means known to those skilled in the art. Parts of the device can be made of materials widely used in industry and on well-known technological equipment. In this regard, the invention is industrially applicable.

Claims (1)

A robotic device for servicing customers, comprising a case with workstations equipped with means for carrying out customer service operations and gateways for receiving and transmitting material objects through them, and at least one robot installed inside the case -manipulator with a control unit and a tong having the ability to repeatedly move between workstations to carry out customer service operations and a gap, characterized in that the housing is prefabricated in the form of protective panels connected to each other by means of docking units and forming at least one mating module, and at least one protective panel has at least one inner panel with holes forming the grid to secure means in them for performing customer service operations.

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