How AI delivers improved kiosk, ATM operations

AI has received a great deal of attention in the news, due primarily to AI generated art and text. However, one area that is less attested to is how AI will transform device management, particularly repair issues.

With AI, self-serve kiosk and ATM operators can identify ahead of time potential device faults and either make the fixes remotely or schedule maintenance. It can also detect potential attacks, either physical or software.

One company, DPL Wireless, designed an AI solution called Hercule AI to help self-service kiosk and ATM operators better manage their devices. To learn more about how AI can help, ATM Marketplace spoke to RJ Forbes, director of software development at DPL Wireless and Dan Bean, director of operations, at ATMs 4 Sale.

Q. What is the main feature of Hercule AI?

Forbes:Our primary focus is maintaining uptime through Automated Healing, which is the main feature of Hercule AI. At DPL, we've dedicated years to optimizing hardware and systems for the best connectivity. This includes innovative technologies such as Store-and-Forward transactions, Dual Carrier Dual Sim, Proprietary Encryption Protocols and Smart Routing. The logical next step was creating Hercules AI to leverage the vast amount of data we've accumulated. This allows us to automate the recovery process, ensuring our customers' machines stay operational, generating more income while reducing asset management time.

Q. What makes Hercules AI unique?

Forbes: Hercules AI stands out due to DPL's comprehensive visibility into our hardware and networks. We manufacture all the hardware and code the software used on devices and networks. We securely analyze historical and real-time data travelling from ATMs to processors, identifying issues and patterns. This wealth of information enables us to create models and rules that accurately identify and resolve common ATM errors. Hercules AI's ease of integration, compatibility with any connected machine and continuous evolution further contribute to its uniqueness.

Q. What's the biggest benefit for self-service kiosk/ATM operators?

Forbes:The most significant advantage is the rapid resolution of detected issues, with the validation to recovery taking less than 15 minutes. Compared to the industry average of 12.5 hours for operators to detect and restore an ATM, Hercules AI significantly shortens this gap, especially at scale or during after-hours. This equates to a 35% reduction in truck rolls, and 50X faster time to resolution (TTR). Additionally, Hercules AI continually evolves, adapting to future challenges from software updates or network conditions to further enhance automated healing.

Q. What errors can Hercule AI automatically resolve?

Forbes: Hercules AI can automatically resolve 2,240 specific ATM errors. Among the most common are bill dispenser errors, pin pad errors and ATM application errors. A comprehensive list of covered errors can be found at: https://www.dplwireless.com/en/atm-error-code-lookup.

Beyond addressing ATM errors, Hercules AI is undergoing development to extend its support to low-level network issues, data usage anomalies and operating system states that signal a machine being offline. Several of these features are presently undergoing beta testing with our BTM (bitcoin ATM) customers and will be adaptable to any IoT device.

Moreover, Hercules AI is equipped to handle logical and physical threats. The most recent Hercules AI release incorporates a jackpot suppression option that has effectively thwarted jackpot attacks in real-world scenarios.

Q.Can you provide information on pricing?

Forbes: As a premium service provider, Hercules AI is included with every Hercules device and is managed through the Hercules portal.

Q. How has Hercules AI helped you?

Bean: DPL's Hercules AI has been a game changer for us. It has positioned us for growth by helping us streamline operations, maximizing uptime and cutting tech dispatch costs.

Q. Would you recommend it to other vendors/operators?

Bean: Yes! I would highly recommend DPL's Hercules AI to other operators! Its features help operators do more with less and gives them an edge over the competition.