JP2002222322A - Method and system for guiding customer - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide customer guiding method/system for guiding a customer to an appropriate counter window for the purpose of efficiently supplying service business corresponding to the attribute of the customer and the situation of the customer. SOLUTION: A customer guide terminal 30 prompts the customer to input reception data. A customer guide system 20 decides the counter window based on inputted reception data. When the decided counter window is a low counter window, a management computer 21 calculates the waiting time of the respective windows. When the waiting time of the receptive windows is compared and the waiting time of a high counter window is shorter, the customer is prompted to select the counter window. The window for processing the important business of the customer is assigned based on the selected result. Thus, the customer can be guided to the appropriate counter window based on waiting time.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a process for guiding a customer to a counter window in a window operation, and more particularly, to a process for receiving a customer's request and sending the customer to an appropriate counter window among a plurality of counter windows. To provide an efficient service by adjusting the waiting time of the customer.

[0002]

2. Description of the Related Art Conventionally, for example, in a reception business such as a financial business of a bank, business matters from each customer are processed in order of visit. For such processing, a customer guidance system is used. In this customer guidance system, a number card issuing terminal is installed in a store, and a number card with a number is provided to a visitor. Then, the issued numbers are sequentially displayed at the counter window to guide the customer. When there are a plurality of types of counter windows, a plurality of number card issuing terminals are prepared for each counter window to issue a number card. As described above, by using the customer guidance system, it is possible to guide customers to the counter window in the order of visit.

[0003]

However, in the above-mentioned customer guidance system, since the number tags are issued in a uniform order regardless of the type of the customer or the business, the service according to the attribute of the customer is provided. Could not. In addition, when a counter counter is divided for each business and a plurality of number card issuing terminals are prepared for each counter, the customer must select a specific number card issuing terminal according to the contents of the business. There was also complexity.

[0004] Further, depending on the customer, the situation of the customer varies depending on the date of visiting the store, such as when the customer is in a hurry or when there is enough time. In addition, you may want to offer services that add value to your business, depending on the customer.
It was difficult to provide such high value-added services if the number cards were issued uniformly.

SUMMARY OF THE INVENTION The present invention has been made to solve the above problems, and an object of the present invention is to provide a service business efficiently and effectively in accordance with the attributes of the customer and the situation of the customer. Customer guidance method and system for guiding the customer to an appropriate counter window.

[0006]

In order to solve the above-mentioned problems, the invention according to claim 1 is directed to a plurality of windows for processing customer requirements using a customer guidance system having a management computer. A method of guiding a customer to one of the following windows, wherein the management computer determines a first step of recording reception data input by the customer, and a reference window for performing processing based on the reception data. The second stage,
A third step of calculating the waiting time of the reference window and the other windows, and a fourth step of allocating a window for processing the business of the customer based on the calculation result of the waiting time. Make a summary.

According to a second aspect of the present invention, in the customer guiding method according to the first aspect, the reception data includes data relating to the type of business of the customer. The gist is that the reference window is determined based on the type of business using a window data storage unit recorded in association with the window.

According to a third aspect of the present invention, in the method for guiding a customer according to the first aspect, the reception data includes data relating to a contact person, and the second step includes the steps of: The gist is that the reference window is determined based on data on the window person in charge, using the window data storage means recorded in association with.

According to a fourth aspect of the present invention, in the method for guiding a customer according to the first aspect, the reception data includes data relating to an attribute of the customer. The gist is to determine the reference window based on the data related to the attribute by using the window data storage unit recorded in association with the attribute.

[0010] According to a fifth aspect of the present invention, in the customer guiding method according to any one of the first to fourth aspects, the third aspect is provided.
The gist of the step is that the waiting time is calculated from the number of people waiting at the window and a reference waiting time set for each window.

According to a sixth aspect of the present invention, in the customer guiding method according to any one of the first to fourth aspects, the third aspect is provided.
The step is to extract the reception data after completing the message processing for each window, calculate the processing time required for these message processing, and calculate the waiting time using the processing time as a reference waiting time. And

According to a seventh aspect of the present invention, in the customer guiding method according to any one of the first to sixth aspects, the fourth aspect of the present invention relates to the customer guiding method.
The gist of the step (1) is to allocate a customer to a window having a short waiting time among the windows.

According to an eighth aspect of the present invention, in the customer guiding method according to any one of the first to sixth aspects, the fourth aspect of the present invention provides the customer guiding method according to the fourth aspect.
The gist of the step is that when the difference between the waiting time of the reference window and the waiting time of the other windows is within a predetermined range, the customer is allocated to the reference window.

According to a ninth aspect of the present invention, there is provided the customer guiding method according to any one of the first to sixth aspects, wherein
In the step, when the waiting time of the reference window is longer than the waiting time of windows other than the reference window, the customer is prompted to select a window, and the customer is allocated to the selected window. And

According to a tenth aspect of the present invention, in the customer guiding method according to the ninth aspect, when the customer is prompted to select a window, the congestion status of each window is presented to prompt the selection. Make a summary.

According to an eleventh aspect of the present invention, in the customer guiding method according to the ninth aspect, when prompting the customer to select a counter, the number of waiting persons at each counter is presented to prompt the selection. Make a summary.

According to a twelfth aspect of the present invention, in the customer guiding method according to the ninth aspect, when prompting the customer to select a counter, the waiting time of each counter is presented to prompt the selection. Make a summary.

According to a thirteenth aspect of the present invention, there is provided a customer guiding system having a management computer for guiding a customer to one of a plurality of windows for processing customer's business. A first means for recording reception data input by the customer; a second means for determining a reference window for performing processing based on the reception data; and a waiting time for the reference window and other windows. The gist of the present invention is to include a third means for calculating and a fourth means for allocating a window for processing the business of the customer based on the calculation result of the waiting time.

According to a fourteenth aspect of the present invention, in the customer guidance system according to the thirteenth aspect, the reception data includes:
The second means includes data relating to the business type of the customer, and the second means uses the service data storage means in which the business type and the reference window are recorded in association with each other, and stores the reference window based on the business type. The point is to make a decision.

According to a fifteenth aspect of the present invention, in the customer guidance system according to the thirteenth aspect, the reception data includes:
Including data about a contact person, wherein the second means comprises:
The gist of the present invention is to determine the reference window based on data on the window operator using a window data storage unit in which the window operator and the reference window are recorded in association with each other.

According to a sixteenth aspect of the present invention, in the customer guidance system according to the thirteenth aspect, the reception data includes:
Including data on customer attributes, wherein said second means comprises:
The gist is that the reference window is determined based on data on the attribute by using a window data storage unit in which the customer attribute and the reference window are recorded in association with each other.

The invention according to claim 17 is the invention according to claims 13 to
16. The customer guidance system according to any one of items 16, wherein the third means is configured to calculate the waiting time from the number of people waiting at the window and a reference waiting time set for each window. .

The invention according to claim 18 is the invention according to claims 13 to
16. The customer guidance system according to any one of items 16, wherein the third means extracts reception data for which the message processing has been completed for each window, calculates a processing time required for the message processing, The gist is to calculate the waiting time using the processing time as a reference waiting time.

The invention according to claim 19 is the invention according to claims 13 to
19. The customer guiding system according to any one of the items 18, wherein the fourth means assigns a customer to a window having a short waiting time among the windows.

[0025] The invention described in claim 20 is the invention according to claims 13 to
18. The customer guidance system according to claim 18, wherein the fourth means is configured to determine that the difference between the waiting time of the reference window and the waiting time of the other windows is within a predetermined range. The gist is that the customer is allocated to the customer.

The invention described in claim 21 is the invention according to claims 13 to
18. The customer guidance system according to any one of claims 18, wherein the fourth means is configured to provide the customer with a contact point when the waiting time of the reference point is longer than the waiting time of the points other than the reference point. The gist of the present invention is to prompt the user to make a selection and allocate the customer to the selected window.

According to a twenty-second aspect of the present invention, in the customer guidance system according to the twenty-first aspect, when prompting the customer to select a window, the customer is presented with the congestion status of each window to prompt the selection. Make a summary.

According to a twenty-third aspect of the present invention, in the customer guidance system according to the twenty-first aspect, when prompting the customer to select a counter, the number of waiting persons at each counter is presented to prompt the selection. Make a summary.

According to a twenty-fourth aspect of the present invention, in the customer guidance system according to the twenty-first aspect, when prompting the customer to select a counter, the waiting time of each counter is presented to prompt the selection. Make a summary.

(Operation) According to the first or thirteenth aspect of the present invention, the management computer calculates the waiting time of the reference window and the other windows, and based on the result of the calculation of the waiting time, uses the management computer. Assign a contact person to handle the matter. Therefore, the customer can be guided to an appropriate window based on the length of the waiting time.

According to the invention described in claim 2 or 14,
The reference window is determined based on the requirements entered by the customer.
For this reason, the customer can be guided to an appropriate window depending on the business.

According to the invention described in claim 3 or 15,
The reference contact is determined based on the contact person selected by the customer. For this reason, it is possible to guide to an appropriate window according to the selection of the customer.

According to the invention described in claim 4 or 16,
The reference window is determined based on the attributes of the customer. For this reason, it is possible to guide to an appropriate window according to the attribute of the customer. According to the invention described in claim 5 or 17, the waiting time is calculated from the number of people waiting at the window and the reference waiting time set for each window. For this reason, the waiting time according to the window can be calculated, and the user can be guided to an appropriate window based on the calculation result.

According to the invention described in claim 6 or 18,
The reference waiting time is calculated from the processing time of the completed business. Therefore, the waiting time according to the window can be calculated.
Even if the processing time changes depending on the processing status of the counter,
The waiting time can be calculated more accurately.

According to the invention of claim 7 or 19,
The management computer allocates the customer to a window having a short waiting time. Thereby, the waiting time of the customer can be shortened, and a highly convenient service can be provided.

According to the invention described in claim 8 or 20,
The management computer allocates the customer to the reference window when the difference between the waiting time of the reference window and the waiting time of the other windows is within a predetermined range. The waiting time varies depending on the situation, but when the difference from the waiting time is within a predetermined range, the customer can be guided to a window that can provide a service with higher added value.

According to the invention of claim 9 or 21,
When the waiting time of the reference window is longer than the waiting time of the windows other than the reference window, the customer is prompted to select a window. For this reason, the customer can select a counter depending on the situation. In addition, when the reference window is not crowded, the customer can be smoothly guided without prompting the customer to select the window.

According to the tenth aspect or the twenty-second aspect, the congestion status of each window is presented to the customer to urge the selection. For this reason, the customer can select the counter in consideration of the congestion state and the own state.

According to the invention described in claim 11 or 23, the number of waiting persons at each window is presented to the customer to urge the selection. For this reason, the customer can grasp the congestion status based on the number of waiting persons, and can select a window in consideration of his / her own situation.

According to the twelfth or twenty-fourth aspect, the waiting time at each window is presented to the customer to urge the customer to make a selection. For this reason, the customer can grasp the congestion status based on the waiting time, and can select a window in consideration of his / her own situation.

[0041]

(First Embodiment) A first embodiment of the present invention will be described below with reference to FIGS. In the present embodiment, a customer guidance method and a customer guidance system used to guide a customer to an appropriate counter window when a customer with a business requirement visits a financial institution (for example, a bank) will be described.

As shown in FIG. 1, the customer guidance system 20
Is connected to the customer guidance terminal 30. Further, the customer guidance system 20 is connected to a plurality of counter window terminals 40 via the network N. Customer guidance terminal 3
As shown in FIG. 2, 0 has a display unit 31 for displaying a guidance instruction to a customer, a cash card insertion slot 32, a passbook insertion slot 33, and a receipt number card ejection slot 34. The display unit 31 is a touch-panel display that displays guidance instructions to customers and performs data input processing by touching the display screen with a finger or the like.

The management computer 21 has a counter counter terminal 4 for each counter counter for a plurality of counter counters.
0 is connected. The counter window includes a high counter window and a low counter window. The high counter window is a counter window for quickly performing the task processing with priority given to the processing time. The row counter window is a counter window for performing a business process while explaining a product or service.

As shown in FIG. 1, the customer guidance system 20 includes a management computer 21 for receiving data input to the customer guidance terminal 30, transmitting data, and the like. The management computer 21 includes a CPU (not shown) and R
It is a computer having an AM, a ROM, and the like, and executes various programs, manages data to be described later, and controls transmission and reception. As a result, the management computer 21
Functions as a fourth means.

The management computer 21 is connected to a reception data storage unit 22 as reception data storage unit, a counter data storage unit 23 as a contact data storage unit, and a customer data storage unit 24.

As shown in FIG. 3, the reception data storage section 22 stores reception data 220 about the waiting customers. In the present embodiment, a reception time, a task type, a customer number, a counter type, a call number, and a processing time are recorded for each reception number. The reception number indicates that the customer
This is a number given when the reception is performed at 0. The reception time is the time at which the customer guidance terminal 30 has performed reception.

The message type is a message type entered by the customer at the customer guidance terminal 30. This subject type includes
"Corporate transactions", "Withdrawals / deposits", "Transfers /
Tax / Public Rate / Currency Exchange, Various Notifications, Cancellation of Savings Deposits, Reserve Deposits, New Transactions, Time Deposits / Foreign Currency Deposits, Investment Trusts, Various Loans, Application for Products There is.

The customer number is a number extracted from the customer's cash card or passbook and assigned to each customer. In the counter type, the type of the counter that performs the business process of the customer is recorded. In the present embodiment, “high counter counter correspondence”, “low counter counter correspondence”, or “customer representative correspondence” is recorded. The calling order is the order in which customers are called at the high counter window or the low counter window. In the processing time, a time at which the processing of the message is completed is recorded.

As shown in FIG. 4, the counter data storage unit 23 stores processing counter information 230 on the type of counter to be processed and processing time information 231 on the reference processing time for each counter window. In the present embodiment, the processing counter information 230 includes
The counter type (“low counter window” or “high counter window”) as a reference window for processing the matter is recorded. For example, when the business type is “withdrawal / deposit”, “high counter window” is the reference window. Further, the processing time information 231 records a reference processing time as a reference waiting time set as a reference time required for the task processing for each counter type. Here, the reference processing time of the high counter window is set to 5 minutes, and the reference processing time of the low counter window is set to 15 minutes, and these times are recorded.

As shown in FIG. 5, the customer data storage section 24 records detailed information 240 on the attributes of the customer. In this embodiment, the customer data storage unit 24 stores an account number, a customer name, and customer transaction information for each customer number. This customer transaction information records the customer's deposit balance, transaction history, special instructions, and the like.

The counter window terminal 40 is a terminal for displaying information on customers waiting for their turn by a counter person and calling the customers. The counter window terminal 40 includes a display device such as a monitor (not shown), an input device such as a keyboard and a mouse, and the like. The teller uses the counter teller terminal 40 to check the calling order and business requirements of the customer, and calls the customer. Further, a reception number display board 41 for calling a customer by displaying the reception number is connected to each counter window terminal 40.

Next, in the system configured as described above, a processing procedure when a visiting customer inputs data to the customer guidance terminal 30 will be described with reference to FIG. First, a display screen 100 shown in FIG. 8 is displayed on the display unit 31 of the customer guidance terminal 30. On the display screen 100,
In-store visit selection button 101, customer representative selection button 10
2. The waiting time confirmation button 103 is displayed. The customer clerk selection button 102 displays the name of the customer clerk corresponding at the low counter window.

The customer who visits the store uses the customer guidance terminal 30 to select a store visit purpose selection button 101 that matches the requirements from the store visit purpose, and selects a customer rep select button 102 when nominating a customer rep. The data input by the customer to the customer guidance terminal 30 is transmitted to the management computer 21. The management computer 21 assigns a reception number to the input data selected by the customer, and records the input data in the reception data storage unit 22 together with the reception time (S1-1). Here, when the customer selects the store visit purpose selection button 101, the management computer 21 records the business type in the reception data 220. When the customer selects the customer clerk selection button 102, the customer clerk name is recorded as the type of the business of the reception data 220.

Next, a display screen 110 shown in FIG. 9 is displayed on the display unit 31 of the customer guidance terminal 30. On this screen, the customer guidance terminal 30 prompts the customer to insert a passbook or a cash card. If the customer does not have a passbook or cash card, the customer is prompted to select button 111. When a passbook or a cash card is inserted, the customer guidance terminal 30 extracts the customer number recorded on the passbook or the cash card, and
Send to 1. The management computer 21 records the customer number in the reception data storage unit 22 in association with the reception number. Then, the customer guidance terminal 30 returns the passbook or the cash card to the customer.

Next, the management computer 21 selects a counter type as a reference window based on the input business type (S1-2). Here, the management computer 2
1 selects a counter type based on the message type using the processing counter information 230. If the customer is the target for the low counter window ("Y" in step (S1-3))
In the case of "es"), the management computer 21 extracts the number of waiting persons for each counter type (S1-4). Specifically, the management computer 21 uses the reception data storage unit 22 to extract the reception data 220 in which the processing time is not recorded for each counter type, and counts the number of waiting persons.

Next, the management computer 21 counts the number of operating counter counters for each counter type (S1).
-5). Further, the management computer 21 multiplies the number of waiting persons and the reference processing time recorded in the processing time information 231 for each counter type, and further divides the result by the number of operation counters.
The waiting time is calculated (S1-6). As a result of this calculation, if the waiting time at the low counter window is longer than the waiting time at the high counter window ("Y" in step (S1-7)).
In the case of "es"), confirmation of guidance to the low counter window is displayed to the customer (S1-8).

In this case, a display screen 120 shown in FIG. On this display screen 120,
A low counter window guidance confirmation button 121 and a high counter window guidance confirmation button 122 are displayed. These guidance confirmation buttons 121 and 122 include the waiting time calculated by the management computer 21. This display screen 1
Based on 20, the customer selects a counter window, taking into account time margins.

When the customer has designated a person in charge of the counter of the row counter, this counter becomes the reference counter. If the waiting time at the low counter window is longer than the waiting time at the high counter window, the display screen 130 shown in FIG. 11 is displayed. The display screen 130 displays a guidance confirmation button 132 to the low counter window, a guidance confirmation button 133 to the high counter window, and a guidance confirmation button 131 to the person in charge designated by the customer. In this case, by selecting the low counter window, a person other than the window person designated by the customer can perform the task processing, and the waiting time may be shortened.

When the waiting time at the low counter window is shorter than the waiting time at the high counter window (step (S1)
In the case of “No” in −7), the display screen 120
Is not displayed and is assigned to the low counter window. Also, when the customer is the target of the high counter counter (in the case of “No” in step (S1-3)), steps (S1-4) to (S1-8) are not performed, and the high counter counter is not executed. Allocate to.

Next, the management computer 21 records the reception data in the reception data storage unit 22 (S1-9). Here, the counter type is recorded in association with the reception number. Further, the management computer 21 assigns a calling order for each counter type, and records it in the reception data storage unit 22.

Next, the customer guidance terminal 30 performs a guidance display at the high counter window or the low counter window, and issues a reception number card in which the reception number is described (S1-1).
0). The customer receives the receipt number card and waits for a call at the designated counter window.

Next, the management computer 21 transmits the reception data recorded in the reception data storage unit 22 to the counter window terminal 40 via the network N (S1-1).
1). Specifically, when the counter type of the counter of the reception data 220 is recorded as the counter type, the reception data is transmitted to the counter terminal 40 of the high counter window. If the counter type of the counter of the reception data 220 is recorded as the counter type, the reception data 22
0 is transmitted to the counter counter terminal 40 of the row counter. Also, the reception data 220 in which the name of the customer representative is recorded
Is sent to the counter contact terminal 40 of the contact person.

Further, the management computer 21 extracts the detailed information 240 from the customer data storage unit 24 based on the customer number recorded in the reception data storage unit 22 and transmits it to the counter window terminal 40.

A display screen 150 shown in FIG. 13 is displayed on the terminal of the counter contact person. This display screen 150
Displays a customer information column 151 of customers waiting for their turn. In the customer information column 151, a reception number, a reception time, a waiting time, a store number of a customer's bank account, an account number, a name of the customer, and a type of business input by the customer are displayed. Further, when the person in charge is designated, the name of the person in charge is displayed in the customer information column 151. If the customer does not insert the cash card or passbook into the customer guidance terminal 30,
Store numbers, account numbers, and customer names are not displayed.

As the waiting time, a time calculated from the difference between the reception time and the current time is displayed. The customer information column 151 has a call button 152 corresponding to the display of each customer.
Is displayed. To call the customer, the call button 152 is clicked. In this case, the customer transaction information column 153 displays transaction information on the called customer. The reception number is displayed on the reception number display plate 41. The customer looks at this display and processes the business at the counter.

When the customer's business process is completed, the user clicks the response completion button 154. In this case, the management computer 21 records the processing time in the reception data storage unit 22, and displays the customer information field 151 of the customer on the display screen 150.
Remove.

Next, a processing procedure in the case where the customer who has performed the reception checks the waiting time will be described with reference to FIG. The following procedure is also an embodiment embodying the present invention. In this case, each customer selects the wait time confirmation button 103 on the display screen 100. In this case, the customer guidance terminal 30 prompts the customer to enter a reception number (S2-1). Here, the numeric keypad is displayed on the display unit 31. When the customer inputs the reception number, the management computer 21 records the input reception number, and extracts the reception time of the customer based on the reception number (S2-2).

Next, the management computer 21 uses the reception data storage unit 22 to store the reception data of the customer who received earlier than the reception time and for which the processing time has not yet been recorded (the first receptionist). Extract 220.
Then, the number of persons is counted for each counter type (S2-
3). Further, the management computer 21 multiplies the number of waiting persons by the reference processing time for each counter type, and recalculates the waiting time (S2-4).

If there is no previous receiver, the next call is made. This calculation result is displayed on the display unit 3 of the customer guidance terminal 30.
1 is displayed. A display screen 140 shown in FIG. 12 is displayed on the display unit 31. Here, it is assumed that the customer has selected a customer representative at the low counter window. The display screen 140 shows a waiting time display 1 at the current counter window.
41, a request button 142 for a low counter window and a request button 143 for a high counter window are displayed. The request buttons 142 and 143 include a display of a waiting time at each counter window. If the user wants to perform the process at the initial counter window, the user selects the request button 142.

If the customer does not have enough time, the request button 143 is selected. A request button for a counter counter different from the original counter counter (here, request button 143)
Is selected ("Y" in step (S2-5)).
In the case of "es"), the management computer 21 extracts the reception data 220 relating to the first receiver recorded in association with the selected counter type (S2-6). If there is an earlier receptionist ("Ye" in step (S2-7))
In the case of "s"), the calling order is changed so that the customer is interrupted after the first receiver (S2-8). If there is an earlier receptionist (in the case of "No" in step (S2-7)), the call sequence of the customer is set as the next call and recorded in the reception data storage unit 22 (S2).
9). When the request button (here, request button 142) of the same counter window as the initial counter window is selected (in the case of “No” in step (S2-5)), the management computer 21 ends the process.

As described above, according to the present embodiment, the following effects can be obtained. In the above embodiment, the counter type is recorded in the reception data storage unit 22 for each message type. Thus, the management computer 21 can guide the customer to an appropriate counter window according to the business. Further, the bank can guide the customer to the counter counter intended by the bank by changing the association between the task type and the counter type.

In the above embodiment, the reference processing time is recorded in the reception data storage unit 22 for each counter type. Thereby, the management computer 21 can calculate the waiting time of the customer.

In the above embodiment, the customer guidance terminal 30
Calculates the waiting time for each counter type, and presents the waiting time of the customer. This allows the customer to know the waiting time for each counter type. Therefore, the counter window can be selected according to the situation of the customer.

In the above embodiment, the reception data storage unit 22 records the reception time and the processing time in association with the reception number. For this reason, the management computer 21
Can extract the reception data 220 of the unprocessed first receptionist.

In the above embodiment, when the customer requests a confirmation of the waiting time, the management computer 21 recalculates the waiting time based on the reception data 220 and displays it on the customer guidance terminal 30. This allows the customer to know the current waiting time.

In the above embodiment, when the customer requests a counter window change, the management computer 2
1 extracts an unprocessed first receptionist, changes the calling order so as to interrupt the customer next to the first receptionist, and records it in the reception data storage unit 22. Thereby, the convenience of the customer who has been waiting from an early stage can be achieved.

In the above embodiment, since the reception data 220 recorded in the reception data storage unit 22 is displayed on the counter window terminal 40, the counter person can grasp the customer's business in advance.

In the above embodiment, the detailed information 2 recorded in the customer data storage unit 24 is stored in the counter window terminal 40.
Since 40 is displayed, the contact person can grasp the attributes of the customer in advance.

In the above embodiment, since the counter window terminal 40 displays the waiting time together with the reception time,
The contact person can grasp the situation of the customer in advance. In the above embodiment, when the customer nominates a customer clerk, the counter clerk terminal 40 displays the name of the clerk.
For this reason, the contact person can grasp that the nomination has been made.

In the above embodiment, since the reception time is recorded in the reception data storage unit 22 together with the reception time, the management computer 21 can grasp the degree of congestion at the counter window.

In the above-described embodiment, the reception time is recorded in the reception data storage unit 22 together with the reception number. Therefore, the management computer 21 can calculate the waiting time for each customer.

(Second Embodiment) Hereinafter, a second embodiment of the present invention will be described with reference to FIG. Also in the present embodiment, similarly to the first embodiment, a description will be given as a customer guidance method and a customer guidance system used to guide a customer to an appropriate counter window when a customer with a business requirement visits a financial institution. I do. This embodiment is different from the first embodiment in the processing procedure when a customer who visits the store inputs data to the customer guidance terminal 30. Figure 1 shows this point.
4 will be described.

First, a display screen 100 shown in FIG. 8 is displayed on the display unit 31 of the customer guidance terminal 30. The customer who came to the store, as in the first embodiment,
The user selects a visit target selection button 101 that matches the requirements from the store visit purpose using 0, and selects a customer representative select button 102 when a customer representative is designated. The data input by the customer to the customer guidance terminal 30 is transmitted to the management computer 21. The management computer 21 assigns a reception number to the input data selected by the customer, and records the input data together with the reception time in the reception data storage unit 22 (S3-1). here,
When the customer selects the visit purpose selection button 101,
The management computer 21 records the message type in the reception data 220. When the customer selects the customer clerk selection button 102, the customer clerk name is recorded as the type of the business of the reception data 220.

Next, a display screen 110 shown in FIG. 9 is displayed on the display unit 31 of the customer guidance terminal 30. When the passbook or the cash card is inserted, the customer guidance terminal 30 extracts the customer number recorded on the passbook or the cash card, and transmits the extracted customer number to the management computer 21. The management computer 21 records the customer number in the reception data storage unit 22 in association with the reception number. Then, the customer guidance terminal 30 returns the passbook or the cash card to the customer.

Next, the management computer 21 selects a counter type as a reference window based on the input business type (S3-2). Here, the management computer 2
1 selects a counter type based on the message type using the processing counter information 230.

Next, the management computer 21 calculates the waiting time of each counter type. Specifically, first, the management computer 21 extracts the number of waiting persons for each counter type (S3-3). In this case, the management computer 21 uses the reception data storage unit 22 to extract the reception data 220 in which the processing time is not recorded for each counter type, and counts the number of people waiting.

Next, the management computer 21 counts the number of operating counter counters for each counter type (S3).
-4). Further, the management computer 21 multiplies the number of waiting persons and the reference processing time recorded in the processing time information 231 for each counter type, and further divides the result by the number of operation counters.
The waiting time is calculated (S3-5).

As a result of this calculation, if the waiting time of the high counter window is longer than the waiting time of the low counter window ("Yes" in step (S3-6)), the customer is allocated to the low counter window. In this case, the management computer 21 records the counter type (here, “low counter window correspondence”) in the reception data storage unit 22 in association with the reception number (S3-7). Further, the management computer 21 assigns a calling order for each counter type, and records it in the reception data storage unit 22.

On the other hand, when the waiting time at the high counter window is shorter than the waiting time at the low counter window (step (S3)
In the case of "No" in -6), the step (S3
The processing differs depending on the counter type (reference window) determined in -2). That is, when the customer's reference counter is a low counter counter ("Ye" in step (S3-8)).
In the case of “s”), as in the first embodiment, confirmation of guidance to the low counter window is displayed to the customer (S3).
-9).

In this case, a display screen 120 shown in FIG. On this display screen 120,
A low counter window guidance confirmation button 121 and a high counter window guidance confirmation button 122 are displayed. These guidance confirmation buttons 121 and 122 include the waiting time calculated by the management computer 21. This display screen 1
Based on 20, the customer selects a counter window, taking into account time margins.

Next, the management computer 21 allocates a contact type based on the selection by the customer, and records the reception data in the reception data storage unit 22 (S3-10). Here, the counter type is recorded in association with the reception number. Further, the management computer 21 assigns a calling order for each counter type, and records it in the reception data storage unit 22.

If the customer is the subject of the high counter window ("No" in step (S3-8)), the customer is allocated to the high counter window. In this case, the management computer 21 stores the reception data storage unit 22
Next, the counter type (high counter window) is recorded in association with the reception number (S3-11). Further, the management computer 21 assigns a calling order for each counter type, and records it in the reception data storage unit 22.

Next, the customer guidance terminal 30 performs a guidance display at the high counter window or the low counter window, and issues a reception number card in which the reception number is described (S3-1).
2). The customer receives the receipt number card and waits for a call at the designated counter window.

Next, the management computer 21 sends the reception data recorded in the reception data storage unit 22 via the network N to the counter window terminal 4 as in the first embodiment.
0 (S3-13). Further, the management computer 21 extracts the detailed information 240 from the customer data storage unit 24 based on the customer number recorded in the reception data storage unit 22, and transmits the detailed information 240 to the counter window terminal 40.

As a result, a display screen 150 shown in FIG. 13 is displayed on the terminal of the counter contact person. On this display screen 150, the customer information column 1 of the customer waiting for the turn is displayed.
51 is displayed. When making customer calls,
Click the call button 152. In this case, the customer transaction information column 153 displays transaction information on the called customer. Then, the reception number is displayed on the reception number display plate 41. The customer looks at this display and processes the business at the counter window.

When the customer's business process is completed, the user clicks the response completion button 154. In this case, the management computer 21 records the processing time in the reception data storage unit 22, and displays the customer information field 151 of the customer on the display screen 150.
Remove.

As described above, according to the present embodiment, the following effects can be obtained in addition to the effects of the first embodiment. In the above embodiment, the waiting time of each counter window is calculated, and the customer is assigned to the window based on the calculation result of the waiting time. Thereby, the customer can be efficiently guided to the counter.

In the above embodiment, when the waiting time at the high counter window is longer than the waiting time at the low counter window, the management computer 21
Then, the counter type (corresponding to the row counter window) is recorded in association with the reception number. Thereby, the customer can be accurately guided to the counter based on the waiting time.

In the above embodiment, when the waiting time at the low counter window is longer than the waiting time at the high counter window, the reception data storage unit 22 associates the target person at the high counter window with the reception number. Record the counter type (corresponding to the high counter window). Thereby, the customer can be accurately guided to the counter based on the waiting time.

The above embodiment may be modified to the following modes. In the above embodiment, the customer of the bank is guided. However, as long as the customer is guided to a plurality of counter windows, the customer can be used in a city hall, a store, or the like. Further, the present invention may be used in a method or system for guiding a customer to a window (terminal) for processing a customer's business in dealing with a customer using the Internet or a telephone using a public line network.

In the above embodiment, the waiting time is displayed for each counter window type on the display screen 120 or the display screen 130 to prompt the selection of the customer. Good.

In the above embodiment, the display screen 120,
The wait time was displayed on the display screen 130 and the display screen 140, and the selection of the counter window was prompted. A symbol or the like indicating the number of people waiting or the degree of congestion may be displayed.

In the above embodiment, the waiting time is calculated from the number of waiting persons, the number of operation counter windows, and the reference processing time (reference waiting time). A waiting time conversion table of the number of waiting persons and the waiting time may be recorded in the counter data storage unit 23. Specifically, if there are four counter windows, the number of waiting persons is 0
Even if the waiting time is set to 0 minutes for up to 3 people, the waiting time is set to 15 minutes for 4 to 7 people, and the waiting time is set to 30 minutes for 8 to 11 people. Good. This makes it possible to calculate a waiting time that more closely matches the actual situation.

Further, for each counter window, the number of waiting persons is divided by the number of operating counter windows, and a numerical value obtained by rounding down decimal places is calculated. This number is the number of people waiting at the counter window with the least number of people waiting. The minimum waiting time of each counter window may be calculated by multiplying the numerical value by the reference waiting time. As a result, without using the waiting time conversion table,
It is possible to calculate a waiting time that matches the actual situation.

In the above embodiment, the display screen 100 is displayed on the display unit 31 to prompt the input of the reception data, and the customer touches the panel to input the reception data. In the customer guidance terminal 30, a reception card is prepared for each counter window or for each type of business, and a reception number card outlet 34 is prepared for each reception card, so that the customer can select and withdraw the reception card according to the business. May be. In this case, when the customer selects and withdraws the reception card, the customer guidance terminal 30 inputs the reception data by grasping which reception card has been withdrawn. Thereby, the number of display screens displayed on the display unit 31 can be reduced.

In the above embodiment, the reference processing time is recorded in the counter data storage unit 23 for each counter. This reference processing time may be recorded for each message type. Thereby, the waiting time can be calculated more accurately.

In the above embodiment, the management computer 21 determines the counter type based on the data input by the customer. However, the attributes of the customer (eg, balance, visit history, etc.)
May be determined based on In this case, the customer attribute is recorded in the counter data storage unit 23 in association with the counter type. Then, the management computer 21 extracts the attribute from the customer number extracted from the passbook or the cash card,
A counter type serving as a reference window is determined based on the attribute. As a result, it is possible to guide the counter window according to the customer attribute.

In the above embodiment, two types of counter windows, a low counter window and a high counter window, are provided. However, more counter types may be provided. As a result, a detailed service can be provided.

In the above embodiment, the windows are set separately for the low counter and the high counter. For example, the counter type may be set according to the processing method such as the time priority window and the description priority window. Thereby, various services can be provided with the same counter according to the congestion state of the window.

In the above embodiment, the processing time is recorded in the reception data storage unit 22. However, the processing time (the time required for processing the customer's business) may be recorded. Thereby, the management computer 21 can easily grasp the processing time.

In the above-described embodiment, the management computer 21 determines, based on the counter type of the reception data 220,
The reception data 220 was transmitted to the counter window terminal 40 installed at the counter window. The reception data 220 may be transmitted to all counter counter terminals 40. In this case, the counter type is displayed on the display screen 150. As a result, the contact person can process the business according to the counter type.

In the above embodiment, based on the processing time information 231 recorded in the counter data storage unit 23,
The waiting time was calculated for each counter type. This reference processing time may be changed according to the situation. For example, the procedure shown in FIG. 15 may be used. In this case, first, the management computer 21 extracts a reception time and an end time for the reception data 220 for which processing has been completed (S4-1). The management computer 21 calculates the processing time for each counter type from the difference between the reception time and the end time (S4-2). For this processing time, an average value for a predetermined period may be used. Next, the management computer 21 records the calculation result in the counter data storage unit 23 as a reference processing time (S4-3). Accordingly, it is possible to cope with a case where the reference processing time changes depending on the congestion status and the skill of the customer representative. Therefore, a more accurate waiting time can be presented to the customer.

In the above embodiment, the counter type is determined for each message type based on the processing counter information 230 recorded in the counter data storage unit 23. The relationship between the two may be changed depending on the congestion situation. For example, FIG.
May be used. In this case, a reference task time is further prepared for each task type. The reference task time is a reference for changing the reference window corresponding to the task type according to the actual processing time. For example, the normal reference window for the task type “time deposit / foreign currency deposit” is “low counter window”, and the reference task time for the task type “time deposit / foreign currency deposit” is “5 minutes”. In this case, if the actual processing time exceeds 5 minutes (reference task time), the reference window is changed to the “high counter window” and the message is processed. Specifically, the processing is performed as follows.

First, the management computer 21 calculates a processing time for each counter type (S5-1). Next, the management computer 21 checks the reference message time and the processing time for each message type, and when the processing time exceeds the reference message time (in the case of “Yes” in step (S5-2)). ,
Processing counter information 230 associated with the message type
The counter type recorded in (1) is changed (S5-3). For example, when the processing time of the low counter window exceeds the reference message time, the reference window of the type of business whose reference window is the low counter window is changed to the high counter window. When the processing time is within the reference task time (step (S5-2))
In the case of “No”, the relationship is maintained as it is. As a result, by changing the counter type corresponding to the business type according to the congestion situation of the counter window,
It can guide customers to process their business promptly.

In the above embodiment, when the waiting time at the low counter window (reference window) is longer than the waiting time at the high counter window (windows other than the reference window), the customer is prompted to select a window. Instead, the management computer 21
The window to guide may be determined based on the waiting time. Also in this case, the window for guiding the customer is determined based on the waiting time of each window, so that a highly convenient service can be provided.

In the above embodiment, when the waiting time at the low counter window (reference window) is longer than the waiting time at the high counter window (windows other than the reference window), the customer is prompted to select a window. Alternatively, when the difference between the waiting time of the reference window and the waiting time of the other windows is within a predetermined range, the management computer 21 may allocate the customer to the reference window. For example, the management computer 21 selects a reference window based on customer attributes.

Then, the management computer 21 calculates the waiting time of the reference window and other windows. The calculation of the waiting time in this case is performed by, for example, steps (S1-4) to (S1-4).
Perform according to 1-6). Then, when the difference between the waiting times of the windows is within a predetermined range (for example, 5 minutes), the management computer 21 allocates the customer to a reference window (here, a window determined based on customer attributes). . The waiting time varies depending on the congestion status and the contents of the business. For this reason, when the difference in the waiting time is small, it is possible to guide the customer to a more appropriate window.

In the above embodiment, one reference window is selected based on the customer's selection. Alternatively, the management computer 21 may select a plurality of reference windows.
For example, the management computer 21 determines the first reference window based on the business type selected by the customer, and further determines the second reference window based on the customer attribute.

Then, the management computer 21 calculates the waiting time of the first reference window and the second reference window. The calculation of the waiting time in this case is performed, for example, in step (S1-
4) to (S1-6). If the difference between the waiting times of the windows is within a predetermined range (for example, 5 minutes), the management computer 21 determines the customer as the second reference window (here, the window determined based on the customer attribute). ). Since the waiting time varies depending on the congestion status and the contents of the business, when the difference in the waiting time is small, it is possible to guide the customer to a window that can provide a service with higher added value.

In the above embodiment, the customer guidance system 20 / counter counter terminal 40 is connected to the network N, but the Internet, an intranet, or a wide area network may be used.

In the above-described embodiment, the storage units 22 to 24 are set in the customer guidance system 20. However, these units may be separately set in different locations. For example, the customer data storage unit 24 is replaced with the reception data storage unit 22, the counter data storage unit 2
3 may be installed separately. For example, it is possible to use the customer data storage unit 24 which is centrally managed and managed in another place.

[0122]

As described in detail above, according to the present invention,
The customer can be guided to an appropriate counter depending on the customer's requirements and circumstances. In addition, customer guidance can be performed while respecting the customer's intention. In addition, it is possible to promptly respond to a change in the situation of the customer. In addition, the counter window for performing the task processing can be changed according to the congestion state of the counter window, and a flexible service can be provided.

[Brief description of the drawings]

FIG. 1 is a schematic diagram of a system according to a first embodiment of the present invention.

FIG. 2 is an external view of a customer guidance terminal.

FIG. 3 is an explanatory diagram of data recorded in a reception data storage unit.

FIG. 4 is an explanatory diagram of data recorded in a counter data storage unit.

FIG. 5 is an explanatory diagram of data recorded in a customer data storage unit.

FIG. 6 is an explanatory diagram of a processing procedure according to the embodiment.

FIG. 7 is an explanatory diagram of a processing procedure according to the embodiment.

FIG. 8 is an explanatory diagram of a display screen output to the customer guidance terminal.

FIG. 9 is an explanatory diagram of a display screen output to the customer guidance terminal.

FIG. 10 is an explanatory diagram of a display screen output to the customer guidance terminal.

FIG. 11 is an explanatory diagram of a display screen output to the customer guidance terminal.

FIG. 12 is an explanatory diagram of a display screen output to the customer guidance terminal.

FIG. 13 is an explanatory diagram of a display screen output to the counter counter terminal.

FIG. 14 is an explanatory diagram of a processing procedure according to the second embodiment.

FIG. 15 is an explanatory diagram of a processing procedure according to another embodiment.

FIG. 16 is an explanatory diagram of a processing procedure according to another embodiment.

[Explanation of symbols]

Reference numeral 20: customer guidance system, 21: management computer as first to fourth means, 23: counter data storage unit as window data storage means, 30: customer guidance terminal, N ...
network.

Claims (24)

[Claims] 1. A method of using a customer guiding system having a management computer to guide a customer to one of a plurality of windows for processing a customer's business, the management computer comprising: A first step of recording the reception data input by the user, a second step of determining a reference window to be processed based on the reception data, and a third step of calculating the waiting time of the reference window and other windows. And a fourth step of allocating a window for processing the business of the customer based on the result of the calculation of the waiting time. 2. The reception data includes data relating to the type of business of the customer, and the second step uses the window data storage unit in which the type of business and the reference window are recorded in association with each other. 2. The customer guidance method according to claim 1, wherein the reference window is determined based on a business type. 3. The reception data includes data relating to a contact person, and in the second step, the contact person is stored in the contact data storage unit in which the contact person and the reference contact are recorded in association with each other. 2. The customer guidance method according to claim 1, wherein the reference window is determined based on data on a customer. 4. The reception data includes data relating to an attribute of a customer, and the second step includes a step of storing data relating to the attribute using a contact data storage unit in which a customer attribute and a reference contact are recorded in association with each other. 2. The customer guidance method according to claim 1, wherein the reference window is determined based on the following. 5. The method according to claim 1, wherein in the third step, the waiting time is calculated from a number of people waiting at the window and a reference waiting time set for each window. Customer guidance method described in section. 6. The third step is to extract reception data for which the message processing has been completed for each window, calculate the processing time required for the message processing, and use the processing time as a reference waiting time. The customer guidance method according to claim 1, wherein the waiting time is calculated. 7. The customer guiding method according to claim 1, wherein in the fourth step, a customer is allocated to a window having a short waiting time among the windows. 8. The method according to claim 4, wherein, if the difference between the waiting time of the reference window and the waiting time of the other windows is within a predetermined range, the customer is allocated to the reference window. The customer guiding method according to claim 1. 9. The fourth step, wherein when the waiting time of the reference window is longer than the waiting time of a window other than the reference window, the customer is prompted to select a window. The customer guiding method according to any one of claims 1 to 6, wherein the customer is assigned to the customer. 10. The customer guidance method according to claim 9, wherein, when prompting the customer to select a window, the congestion status of each window is presented to prompt the selection. 11. The customer guiding method according to claim 9, wherein when prompting the customer to select a counter, the number of waiting persons at each counter is presented to prompt the selection. 12. The customer guidance method according to claim 9, wherein when prompting the customer to select a counter, the waiting time of each counter is presented to prompt the selection. 13. A customer guiding system having a management computer for guiding a customer to one of a plurality of windows for processing a customer's business, wherein the management computer has First means for recording reception data, second means for determining a reference window for performing processing based on the reception data, and third means for calculating the waiting time of the reference window and other windows. A fourth means for allocating a window for processing the business of the customer based on the calculation result of the waiting time. 14. The reception data includes data relating to the business type of the customer, and the second means uses a contact data storage means in which a business type and a reference contact are recorded in association with each other. 14. The customer guidance system according to claim 13, wherein the reference window is determined based on a business type. 15. The reception data includes data relating to a contact person, and the second means uses the contact data storage means in which the contact person and the reference contact are recorded in association with each other, and 14. The customer guidance system according to claim 13, wherein the reference window is determined based on data on a customer. 16. The reception data includes data relating to an attribute of a customer, and the second unit uses a contact data storage unit in which a customer attribute and a reference contact are recorded in association with each other, the data relating to the attribute. The customer guidance system according to claim 13, wherein the reference window is determined based on the following. 17. The apparatus according to claim 13, wherein the third unit calculates the waiting time from the number of people waiting at the window and a reference waiting time set for each window. Customer guidance system according to the section. 18. The third means extracts reception data for which the message processing has been completed for each window, calculates a processing time required for the message processing, and uses the processing time as a reference waiting time. The customer guidance system according to any one of claims 13 to 16, wherein a waiting time is calculated. 19. The customer guidance system according to claim 13, wherein the fourth means allocates a customer to a window having a short waiting time among the windows. 20. The fourth means, when the difference between the waiting time of the reference window and the waiting time of the other windows is within a predetermined range, allocates the customer to the reference window. The customer guidance system according to any one of claims 13 to 18. 21. When the waiting time of the reference window is longer than the waiting time of a window other than the reference window, the fourth means urges the customer to select a window. The customer guidance system according to any one of claims 13 to 18, wherein the customer is assigned to the customer. 22. The customer guidance system according to claim 21, wherein when prompting the customer to select a counter, the congestion status of each counter is presented to prompt the selection. 23. The customer guidance system according to claim 21, wherein when prompting the customer to select a window, the number of waiting persons at each window is presented to prompt the selection. 24. The customer guidance system according to claim 21, wherein when prompting the customer to select a counter, a waiting time of each counter is presented to prompt the selection.