WO2006112693A1

WO2006112693A1 - Shared service unit

Info

Publication number: WO2006112693A1
Application number: PCT/NL2005/000834
Authority: WO
Original assignee: Henneman, Martinus, Petrus, Michiel
Priority date: 2004-12-10
Filing date: 2005-12-06
Publication date: 2006-10-26

Abstract

A service unit that may be shared by a number of service providers is provided. Sharing a service unit allows a service provider to minimize costs for maintaining a local office or service unit. The service unit according to the present invention comprises a input system for receiving a service request from a client and selecting a service provider based upon the service request of the client; a communication system for providing a connection between the client and the selected service provider; and a service system for providing a requested service of the service provider to the client.

Description

Shared service unit

The present invention relates to a service unit, and more in particular to a service unit that may be shared by a number of service providers .

Service providers such as banks and postal services usually have a number of offices or service units to provide services to their clients. These clients prefer to have these offices near their homes or working locations such that it does not require a lot of time to get to a service unit. However, maintaining a service unit is relatively expensive, for example due to employee costs.

A service unit may be shared by a number of service providers, thereby splitting the costs e.g. employee costs. Thus, an employee at such a service unit would serve clients of different service providers. From a commercial point of view, such a situation is not desired, since the employee is not committed to any of the service providers .

It is an object of the present invention to provide a service unit having low maintaining costs .

The above object is achieved in a service unit as described in claim 1 and claim 2.

The service unit according to the present invention provides an electronic service unit that may be shared by a number of service providers without the above-described disadvantage.

The service unit is provided with an input system for receiving a service request from the client. A client looking for a service of a service provider may input a request. For example, a credit card or the like may be used to indicate that a service is requested from a bank. Also other kinds of input systems and methods may be employed to determine what service is requested. After a requested service is determined, the service unit selects a corresponding service provider. For example, if a credit card is input, the corresponding bank is selected. However, if a general service is requested, the service unit may request input from the client to indicate from which service provider said service is requested.

Then, the service unit establishes a communication connection between the selected service provider and the client. For example, such a connection may be an electronic data connection for withdrawing money from a bank account, only, but may as well comprise an audio-visual connection between the client and an employee of the service provider. Such an employee may be situated in a call-center, for example, and provide service to a client situated at any service unit according to the present invention. After the client has been provided with the requested service, the connection may be disconnected. Later, depending on a next request of the same or another client, the service unit may connect to the same or any other service provider.

Below, the present invention is further elucidated with reference to the appended drawings, wherein:

Figure 1 is a block diagram illustrating a procedure performed by a service unit according to the present invention; Figure 2 schematically illustrates an embodiment of a service unit according to the present invention; Figure 3a schematically illustrates a further embodiment according to the present invention for providing banking services; Figure 3b schematically illustrates the embodiment illustrated in Figure 3a included in an extended service unit according to the present invention; and

Figure 4 schematically illustrates a network according to the present invention.

In the drawings, like reference numerals refer to like elements.

In Figure 1, the essential procedural steps to be performed by the service unit according to the present invention are indicated. In step 1, a client starts operating the service unit by providing a service request. Based upon the service request, the service unit selects a corresponding service provider. The service unit then, in step 3, establishes a communication connection between the client and the service provider. As soon as a suitable connection is established, the service provider may perform the requested service actions in step 4. As soon as the requested service is provided, the connection may be disconnected. Further, one of the parties, i.e. client and service provider, may disconnect at any time. In Figure 2, an embodiment of the present invention is shown. The service unit 10 may comprise a number of input devices, such as a keyboard 12, a card reader 14, a camera 16, a microphone 17, and a document reader 18. Further, the service unit 10 may comprise a number of output devices, such as a display 20, a speaker 22, a document printer 24, and a money dispenser 26. Further, the service unit 10 may be provided with service provider adaptation means 28. In another embodiment other elements may be provided and one or more of the above-mentioned elements may be omitted. For example, the display 20 may be a touch screen, thereby possibly rendering the keyboard 12 redundant. Further, a fingerprint scanner, or the like, may be provided to identify a client. Further, for example, a card dispenser may be provided.

The service unit 10 may be activated by a client by pressing a key of the keyboard 12, or activating any other input device, for example by inputting a card into the card reader 14. Also, a sensor may be provided for detecting an approaching client in order to activate the service unit 10 when a potential client is detected. Such a measure may be advantageously employed for energy saving while no client is present, but still providing a client-friendly unit. Depending on the activated input device, the client may be identified. For example, if a card is provided in the card reader 14, the client may be identified based on the data read from the card. Thus, the service unit 10 may determine a corresponding service provider, such as a bank that has provided said card, but it may as well be any other company that has provided a card to its client.

Of course, the service unit 10 may request the client to indicate the service provider to be contacted, for example by presenting a list of possible service providers, from which one may be selected by the client.

Simultaneously or thereafter, a service may be selected. For example, if the service provider is a bank, the client may select to withdraw money from a bank account or may request an advice about a mortgage or loan, or any other service.

Based upon the requested service provider and the requested service, the service unit 10 contacts the service provider and establishes a suitable communication connection. If the client requests to withdraw money from his bank account, a data connection is established with a computer of the corresponding bank in order to verify the requested transaction and, after authorization by the bank, the service unit 10 dispenses the requested money from the money dispenser 26. If an advice from a service provider employee is requested, the service unit 10 may establish an audio-visual connection with an employee situated at a call-center of the service provider. The employee may be visualized on the display 20. The client may hear the employee through the speaker 22 or through a headphone, which may provide more privacy. The employee may see and hear the client through a similar connection using the camera 16 and the microphone 17. Thus, the client may virtually contact an employee of the service provider at any service unit 10, while the service provider does not have to hire an employee for each service unit 10. Even more functionality may be provided by the document reader 18. Thus, the client may electronically read a document, which is then visible for the employee. Vice versa, the document printer 24 enables the employee to provide a document to the client in real time. For example, the client may sign the document and send it to the employee again via the document reader 18. The service unit 10 may comprise a service provider adaptation means 28. After selection of the service provider, the service unit 10 may show as being a service unit 10 of the selected service provider instead of a shared service unit 10. For example, a display 28 may show a trademark sign or logo of the selected service provider and/or the display 20 may show a service provider specific operation screen. Also another suitable adaptation means 28 may be present. Figure 3a illustrates a stand-alone service unit 30 having a number of separate service devices 32 having the same or separate functionality included therein. The service unit 30 may be a stand-alone building, possibly a (re)movable unit for temporary placement at any location, for example during an event, or the like. The service unit 30 may comprise a protected area 34 for filling one or more service devices 32 with money or other valuables.

Figure 3B illustrates a further embodiment of the present invention, in which the service unit 30 of Figure 3B is incorporated. The embodiment illustrated in Figure 3B further comprises a service counter 36. An employee is present to assist any client. It is noted that it may not be intended to have the employee perform any transaction for one or more service providers, but mainly to assist clients in operating the service devices 32, possibly selling office supplies, stamps, food, drinks, and the like. The employee may as well manage a conference room 38. In the conference room 38, a client may speak to an employee of any service provider in private. Thereto, the conference room 38 may be provided with a display and a camera for establishing a visual contact and a speaker and microphone for establishing audio contact between the client and the employee. For example, the employee of the service unit may manage a calendar and any client may book the conference room 38 in advance. Figure 4 illustrates a network 40 according to^' the present invention. The network 40 may connect a service unit 10, 32, possibly being part of a service unit 30 as described in relation to Figure 3B, to a service provider 42. The network 40 may connect a service unit 10, 32 to one of a number of service providers 42 depending on a request of a client. Said service providers 42 may be one kind of service provider 42 such as banking companies, but may as well be different kind of service providers 42. For example, the service provider 42 may be an insurance company, a governmental institution, or any other kind of service provider. Depending on the service provider 42, the service may be any kind of service. For example, the service unit 10, 32 may be employed for delivering a driving license or any other kind of (official) document. Also, the service unit 10, 32 may be used to make an appointment with a service provider 42 such as a physician. A network 40 according to the present invention enables secure electronic document transfers, since there is a direct connection with the requested service provider 42. There is virtually no possibility of interception of the communication by a non-authorized person, which interception would be possible, for example, when communicating over the Internet. Thus, it is enabled to provide privileged documents to clients through a service unit 10, 32 according to the present invention. Advantageously, a client may collect any document, e.g. privileged documents, at any time, even after normal opening hours of a service office at which an employee provides the service.

Thus, a multi-purpose service unit is disclosed. The service unit may connect a client to one or more service providers that are connected to the network of service units . The service that may be provided to the client, depending on the functionality of the service unit, may be any service, such as banking service, ticket sales, document delivery, but as well personal advice from a service provider employee situated in a call-center, possibly having not only audio, but also visual contact .

Claims

1. Service unit for providing a service to a client of a service provider, the service unit comprising: an input system for receiving a service request from the client; selecting a service provider based upon the service request of the client; a communication system for providing a connection between the client and the selected service provider; and a service system for providing a requested service of the service provider to the client.

2. Network for providing a service to a client of a service provider, the network comprising: at least one service unit according to claim 1; at least one service provider unit operatively connectable to said at least one service unit.

3. Network according to claim 2, wherein said service provider unit is a call-center operator.

4. Network according to claim 2, wherein said service provider unit is a computer device.