JP2002023780A - Client terminal message output system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an easiness of transaction on a complete unmanned machine without making a customer aware of the existence of an operator at a remote center. SOLUTION: A communication control device 21 of a center terminal device 2 projects situation of a customer on a display 22, and transmits a message selected by an operation on a keyboard 24 as an input means and a message data specifying superposition or synthesis speech. A communication control device 11 of a customer terminal device 1 receives the message data from the center terminal device and fetches the message contents from a message table 18, and displays them on a screen of a display 12 as a superimposed message or outputs them from a speaker 14 as a speech synthesis, and it is thereby possible to realize a sure operation assistance by a remote center operator.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention operates a customer terminal device installed in an unmanned store or the like from a center terminal device of a remote center side system of a remote control type self-operation system such as an unmanned contract machine of a financial institution. The present invention relates to a customer terminal message output system device for giving instructions, guidance, and guidance to a customer.

[0002]

2. Description of the Related Art FIG. 4 is a block diagram showing a conventional customer terminal message output system device, showing a customer guidance system of a remote branch system (hereinafter, RBT) currently used. In the figure, reference numeral 1 denotes a customer terminal device installed in an unmanned store or the like, and 2 denotes a center terminal device of a remote center side system. The customer terminal device 1 and the center terminal device 2 are connected by a multimedia communication line 4 via a telephone exchange network 3, and the multimedia communication line 4 transmits data, images, and voices.

[0003] Reference numeral 11 denotes a communication control device (C) of the customer terminal device 1.
CM) and 21 are communication control devices (CCs) of the center terminal device 2.
M). The communication control device 11 of the customer terminal device 1 and the communication control device 21 of the center terminal device 2 mutually control the exchange of data, images, and voices between the customer terminal device 1 and the center terminal device 2. Reference numeral 12 denotes a display with a touch switch for displaying the status and processing details of the customer on the screen and guiding and inputting operations, 13 a camera for capturing the status of the operating customer, and 14 a voice of the content of instructions from the center terminal device 2. An output speaker, and 15 is a printer. These displays 12 to printer 15 are connected to the communication control device 11. Reference numeral 22 denotes a display for displaying the status and processing contents of the customer example on the center terminal device 2 on a screen.
Reference numeral 3 denotes a headset for giving instructions by voice while looking at the display 22. Display 22 and headset 2
3 is connected to the communication control device 21.

The conventional customer terminal message output system is configured as described above. For example, generally, an operator who operates the center terminal 2 listens to a voice on a headset 23 while watching a screen of a customer on a display 22. When guidance, attention, and guidance are required, the microphone of the headset 23 is used to transmit the real voice of the operator to the customer terminal device 1, and the voice is output by the speaker 14 of the customer terminal device 1. Various information is notified.

[0005]

In the above-described conventional client terminal message output system, the client terminal 1 is a self-operating terminal for the customer to use and can easily make a transaction with the machine partner. In terms of operation, consideration is given to preventing the customer from knowing the presence of the operator of the center terminal device 2 on the center side as much as possible. In particular, the application of a customer loan or the like by the customer terminal device 1 has been popular with customers because it can be processed without having to meet a counter staff like an existing window application, and the transaction volume is increasing.

However, when the real voice of the operator of the center terminal device 2 is output from the speaker 14 of the customer terminal device 1 for guidance, attention, guidance, and the like during a transaction, the customer is monitored not remotely but completely. There is a problem that it becomes a minus for customers who prefer completely unmanned. The present invention has been made in order to solve such a problem, and does not use the real voice of the operator, but uses the superimposition of the screen and the synthesized voice to allow the customer to know the presence of the operator on the remote center side. It is an object of the present invention to provide a customer terminal message output system device that can provide ease of dealing with a completely unmanned machine without being conscious.

[0007]

According to the present invention, there is provided a customer terminal message output system device in which a center terminal device displays a message table in which various message contents for guiding a customer are stored, and the status and processing contents of the customer on a screen. A display, input means for performing various inputs, and a status of the customer transmitted from the customer terminal device displayed on the display, and thereafter, input means of the input means of the customer sending message list screen displayed on the display. A communication control unit for transmitting a message number specifying a message content selected by the operation and a message data designating an output method of superimposition or synthesized voice, wherein the customer terminal device is the same as the message table of the center terminal device; A message table that stores various message contents for guidance and the status of the operating customer A camera with a touch switch that displays the status and processing details of the customer side on the screen and guides and inputs operations, a speaker that outputs voice, and a message provided at the front of the speaker as voice A voice synthesizing unit for converting, receiving message data from the center terminal device, extracting a message content corresponding to the message number from the message table, and superimposing the message content on a display screen according to a specified output method. A communication control device for displaying, or outputting by voice synthesis from a speaker, or outputting both at the same time.

In the present invention, the communication control device of the center terminal device displays the customer status transmitted from the customer terminal device on the display, and then displays the customer sending message list screen displayed on the display. The message number specifying the content of the message selected by operating the input means and the message data specifying the output method of superimposition or synthesized voice are transmitted, and the communication control device of the customer terminal device transmits the message data from the center terminal device. Receives and retrieves the message content corresponding to the message number from the message table, displays it as a superimposed message on the display screen, or outputs it as a voice synthesis from the speaker, or both at the same time, according to the specified output method Operate the customer terminal device because it is output When it is necessary to send a message such as guidance, attention, or guidance to a customer who is not using the operator's voice, the supercenter of the screen and the synthesized voice are used to provide a remote center to the customer. It is possible to provide ease of dealing with a completely unmanned aerial vehicle without realizing the presence of the operator on the side, and to realize reliable operation assistance by the remote center operator.

[0009]

FIG. 1 is a block diagram showing a customer terminal message output system according to an embodiment of the present invention. FIG. 2 is an explanatory view showing an example of a screen of a center terminal of the customer terminal message output system. FIG. 3 is an explanatory diagram showing an example of a screen of the customer terminal device of the customer terminal message output system device. In the figure, reference numeral 1 denotes a customer terminal device installed in an unmanned store or the like, and 2 denotes a center terminal device of a remote center side system. The customer terminal device 1 and the center terminal device 2 are connected by a multimedia communication line 4 via a telephone exchange network 3, and the multimedia communication line 4 transmits data, images, and voices.

Reference numeral 11 denotes a communication control device (C) of the customer terminal device 1.
CM) and 21 are communication control devices (CCs) of the center terminal device 2.
M). The communication control device 11 of the customer terminal device 1 and the communication control device 21 of the center terminal device 2 mutually control the exchange of data, images, and voices between the customer terminal device 1 and the center terminal device 2. Reference numeral 12 denotes a display with a touch switch for displaying the status and processing details of the customer on the screen and guiding and inputting operations, 13 a camera for capturing the status of the operating customer, and 14 a voice of the content of instructions from the center terminal device 2. An output speaker 16 is a voice synthesis unit provided between the speaker 14 and the communication control device 11 for converting message data into voice. These displays 12,
The camera 13 and the voice synthesizer 16 are connected to the communication control device 11. Reference numeral 18 denotes the communication control device 11 of the customer terminal device 1.
4 is a message table in which various message contents for customer guidance are stored. The message table 18 may be provided outside the communication control device 11.

Reference numeral 22 denotes a display for displaying the status and processing contents of the customer on a screen, and reference numeral 24 denotes a keyboard as an input device. The input device may be a mouse other than the keyboard 24, and may be used together with the keyboard 24. The display 22 and the keyboard 24 are connected to a communication control device 25. Reference numeral 25 denotes a message table in which various message contents having the same contents as the message table 18 of the customer terminal device 1 built in the communication control device 21 of the center terminal device 2 are stored. The message table 25 may be provided outside the communication control device 21.

Next, the operation of the client terminal message output system according to the embodiment of the present invention will be described with reference to FIGS. When the operator operating the center terminal device 2 views the status of the customer on the display 22 and needs to send a message to the customer operating the customer terminal device 1, the operator of the center terminal device 2 uses the keyboard. 24 is operated to display a customer sending message list screen as various message contents stored in the message table 25 on the display 22. Then, after the operator inputs the message number of the desired message content with the keyboard 24, the operator specifies the output method and transmits it to the customer terminal device 1.

Here, the output method is to display the message on the display 12 of the customer terminal device 2 in a superimposed format or to output the contents of the message as a synthesized voice to the speaker 14.
More output. And the specification of the output method is
As shown in FIG. 2, this is performed by clicking either the superimpose button I or the audio button O on the screen on the display 22. Thereafter, by clicking the transmission button S on the screen, the message data MD is transmitted to the customer terminal device 1. This message data MD is composed of output designation and message No information.

The customer terminal device 1 that has received the message data MD from the center terminal device 2
1 extracts the message content corresponding to the received message No. from the message table 18. Then, the extracted message content is displayed as a superimpose message on the screen of the display 22 of the customer terminal device 1 depending on the content of the superimposition or voice output designation,
Alternatively, output is performed by voice synthesis or both are output simultaneously. The output designation for simultaneous output of both is performed by clicking both the superimpose button I and the audio button O. The displayed message is deleted after a fixed time of, for example, 10 seconds.

To transmit a non-standard message other than the contents stored in the message tables 18 and 25, a non-standard message is input to the non-standard input area MA by the keyboard 24 of the center terminal device 2, and the superimpose is performed. When the button I is clicked, a non-standard message is displayed as a superimpose message SM on the screen on the display 12 of the customer terminal device 1 as shown in FIG. At this time, if the audio button O is clicked, a message other than the fixed form is output as a sound from the speaker. Therefore, by displaying a message other than a fixed form as the superimpose message SM or outputting it as a voice from a speaker, more appropriate guidance is possible.

As described above, when it is necessary to send a message such as guidance, attention, or guidance to the customer who operates the customer terminal device 1, the operator of the center terminal device 2 sends the message to the customer on the display 22. After inputting the message number of the desired message content from the message list screen using the keyboard 24, the message data MD is transmitted to the customer terminal device 1 by specifying whether the output method is superimposed or synthesized voice. Then, the customer terminal device 1 retrieves the corresponding message content from the message table 18 and displays the retrieved message content on the screen of the display 22 of the customer terminal device 1 as a superimposed message according to the specified output content, or Because it is output as voice synthesis or both at the same time, By using the superimposition of the screen and the synthesized voice without using the real voice, the customer terminal is completely unmanned without making the customer aware of the presence of the operator of the center terminal device 1 on the remote center side. It is possible to provide ease of dealing with the device 1 and to realize reliable operation assistance by the remote center operator.

The center terminal device 2 has a keyboard 2
4, any message can be input, so that guidance outside the fixed form can be handled. Further, since a message is displayed in a superimposed manner on the screen of the display 22 of the customer terminal device 1, the customer terminal device 1 is displayed.
In an installation configuration in which a plurality of devices are arranged, voice interference between customer terminal devices can be prevented, and a quiet booth can be realized.

[0018]

As described above, according to the present invention, the communication control device of the center terminal device displays the status of the customer transmitted from the customer terminal device on the display, and thereafter displays the customer status displayed on the display. A message number specifying the content of the message selected by operating the input means on the outgoing message list screen and message data designating an output method of superimposition or synthesized voice are transmitted, and the communication control device of the customer terminal device transmits the message data to the center. Receives message data from the terminal device, retrieves the message content corresponding to the message number from the message table, and displays it as a superimposed message on the display screen according to the specified output method, or voice synthesis from the speaker Output at the same time or both at the same time. When it is necessary to send a message such as guidance, attention, or guidance to the customer who is operating the device, the superimposition of the screen and the use of synthesized speech are used instead of using the operator's voice. On the other hand, there is no need to be aware of the presence of the operator of the center terminal equipment on the remote center side, providing the ease of dealing with customer terminal equipment that is completely unmanned, and realizing reliable operation assistance by the remote center operator. There is.

[Brief description of the drawings]

FIG. 1 is a configuration diagram showing a client terminal message output system device according to an embodiment of the present invention.

FIG. 2 is an explanatory diagram showing an example of a screen of a center terminal device of the customer terminal message output system device.

FIG. 3 is an explanatory diagram showing an example of a screen of a customer terminal device of the customer terminal message output system device.

FIG. 4 is a configuration diagram showing a conventional customer terminal message output system device.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Customer terminal device 2 Center terminal device 3 Telephone exchange network 11 Communication control device 12 Display 13 Camera 14 Speaker 16 Voice synthesizer 18 Message table 21 Communication control device 22 Display 24 Keyboard (input means) 25 Message table

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Claims (2)

[Claims] 1. A customer terminal message output system device comprising a center terminal device and a customer terminal device connected via a telephone exchange network, wherein the center terminal device stores a message table storing various message contents for customer guidance. A display for displaying the status and processing contents of the customer on the screen, input means for performing various inputs, and displaying the status of the customer transmitted from the customer terminal device on the display, and thereafter displaying the status on the display. A communication control device for transmitting a message number specifying the content of the message selected by operating the input means on the issued customer sending message list screen and a message data designating an output method of superimposition or synthesized voice; The customer terminal device has the same various types of customer guidance as the message table of the center terminal device. A message table storing the contents of the message, a camera that captures the status of the operating customer, a display with a touch switch that displays the status and processing details of the customer on the screen, guides and inputs the operation, and a speaker that outputs sound A voice synthesizing unit provided at the front stage of the speaker for converting message content into voice, receiving message data from the center terminal device, extracting message content corresponding to the message number from the message table, and outputting a designated output A communication control device for displaying a superimposed message on a screen of a display as a superimposed message, outputting the synthesized voice from a speaker, or outputting both at the same time according to a method. . 2. The input means of the center terminal device is capable of inputting an arbitrary message outside the fixed form, and the customer terminal apparatus superimposes the arbitrary message inputted by the input means of the center terminal apparatus on a screen of the display. 2. The client terminal message output system according to claim 1, wherein the message is displayed as an imposition message or is output by voice synthesis from a speaker.