JP2023063086A - consultation box system - Google Patents

Abstract

To provide a consultation box system which allows a user to obtain satisfaction similar to that when the user visits a consultation destination, even in a remote consultation using a terminal device.SOLUTION: A consultation box system is provided in an independent box 12 which can be arranged in an optional place. An arithmetic processing apparatus 24 displays various items including documents necessary for consultation on a display 32 to prompt a user 18 to confirm the displayed document and carries out identification processing automatically by using a camera 34 or the like before commencement of the consultation. The apparatus displays a list of documents and items for use in the consultation on the display 32, photographs the corresponding items by the camera 34 to store them in a storage device 25, and reads out the photograph data of the documents and items necessary for consultation from the storage device 25 to display them on a display on the side of a consultant 20.SELECTED DRAWING: Figure 1

Description

The present invention relates to a consultation box system used for various consultations using a network.

Even today, when digitization is actively progressing in various fields, there are still many cases where users have to go to the relevant parties and consult with them regarding government office procedures, bank loans, mobile phone renewal procedures, etc. Of course, various systems have been developed that utilize telephones and the Internet for these consultations (Patent Documents 1 to 4).

JP 2008-123336 A Japanese Patent Application Laid-Open No. 2002-300304 JP-A-2004-29868 JP-A-2002-92173

The above conventional system has the following problems to be solved. First, personal computers and mobile phones are not necessarily user-friendly. In addition, there are many processes that cannot be completed only by a private terminal device. On the other hand, there are also geographical and time constraints for the user to visit the consultation destination. Furthermore, depending on the content of the consultation, there are also cases in which people hesitate to consult face-to-face with counselors due to the problem of personal information. The present invention has been made by paying attention to these points, and provides a consultation box system that provides the same satisfaction as when the user visits the consultation destination, even if the consultation is performed remotely using a terminal device. intended to

The following configurations are means for solving the above problems.

<Configuration 1>
Installed in an independent box, equipped with a communication device for consultation using a network, an arithmetic processing unit that executes data processing necessary for consultation, a microphone, an operation panel, a keyboard, a display, and a camera,
A consultation box system characterized in that the above arithmetic processing unit comprises the following means (1) to (7).
(1) Means of acquiring the content of the user's consultation from information displayed on the display and information input from the operation panel (2) Means of prompting the user to confirm by displaying various items, including documents required for consultation, on the display (3) Using a camera or a dedicated information reading device to perform processing for identity verification before starting consultation (4) Displaying a list of documents and items used for consultation on the display (5) The counselor selects only the data necessary for consultation from the data acquired in the process for identity verification, and consults Means for displaying on the display of the counselor (6) Means for reading the photographic data of documents and objects necessary for consultation from the storage device and displaying them on the display of the counselor

<Configuration 2>
Consultation in which the display, camera, and operation panel in (1) to (4) above are replaced with those of a mobile terminal, the execution control of the processing before the consultation starts, and the result is posted to the storage device of the consultation box. The consultation box system according to configuration 1, further comprising preprocessing means.

<Configuration 3>
3. The consultation box system according to configuration 1 or 2, further comprising consultation box use reservation means for reserving use of a desired consultation box from a user's portable terminal.

<Configuration 4>
The consultation box system according to configuration 3, further comprising consultation box opening/closing control means for communicating with a portable terminal to identify a user and locking/unlocking the consultation box.

<Configuration 5>
The consultation box system according to configuration 1, further comprising personal information display suppression control means for masking matters that the user does not want the counselor to read among the documents necessary for consultation.

<Configuration 6>
The consultation box system according to configuration 2, further comprising avatar image generation control means for allowing the user to select whether to display the image of the user and/or counselor as an avatar.

<Configuration 7>
Configuration 1, characterized by comprising digital authentication data generation means for acquiring data for digital authentication from data acquired in processing for personal identification and executing authentication of documents used for consultation. consultation box system.

<Configuration 8>
A configuration 1 characterized by comprising an additional document data generating means for causing a printer to print a sealed letter for mailing the document to the counselor when the document used for the consultation includes the signed document. Consultation box system as described.

<Configuration 9>
The consultation box system according to configuration 1, wherein the communication device connects to a server of a financial institution through a network, and the arithmetic processing device executes control of deposit/savings transaction processing.

・An independent consultation box automatically supports identity verification and preparation of documents, etc. After that, you can communicate with the person in charge, so you can consult efficiently and at least as much as face-to-face consultation ・The person himself/herself If the confirmation process is fully automated, the original consultation can be started immediately after the consultation is started.
・In addition, it is not necessary to disclose personal information that is not necessary for consultation to counselors.
・If there is a function to photograph the documents required for consultation before the consultation starts and store it in a storage device, the counselor can check in advance whether there are any excesses or deficiencies in the materials required for the consultation. I can proceed with consultation well.
- Once the necessary documents have been prepared, it may be possible to sign and seal them and send them by mail. This requires a sealed letter with the addressee as the counselor and the user as the sender, but it can be printed automatically. In some cases, the created document can be digitally signed to complete the procedure. In this case, all processing is completed online.
・As I often experience at government offices and financial institutions, I am asked to fill in my address and name on several documents many times, and the procedure sometimes takes a lot of time. When the personal identification process is performed, data such as correct address and name are obtained. If there are necessary documents, this data can be used to reduce the user's burden of writing various items and creating documents.
・Part of the functions of the consultation box can be replaced with operation by a mobile terminal.

A block diagram of a specific example of the system of the present invention Processing operation flowchart of the system of the present invention (1) Processing operation flowchart of the system of the present invention (2) Example of operation screen of the system of the present invention (1) Example of operation screen of the system of the present invention (2) Main functional block diagram of the system of the present invention

Hereinafter, embodiments of the present invention will be described in detail for each example.

This consultation box system allows face-to-face consultation in an independent room such as a telephone box, instead of directly visiting a consultation desk at a government office, financial institution, or mobile terminal sales office. It is designed to enable equal or better consultation.

In the following embodiments, specific examples will be described in which various consultation services requested by users of financial institutions are performed using the consultation box system. Various consultation services requested by users include, for example, the following services.

(1) Consultation on procedures such as address change, name change, seal change, lost or reissued passbook (2) Asset management and investment consultation, contract, cancellation (3) Loan consultation and contract (4) Taxes and public utilities Consultation on fee payment and remittance (5) Account opening, transfer to designated account, account cancellation (6) Time deposit deposit, transfer, change handling at maturity (4) Cash deposit and withdrawal processing for ordinary deposit

Conventionally, in such consultation services, the user has to visit a financial institution, wait for a long time, and fill out various documents. By using the consultation box system of this embodiment, it is possible to remotely, eliminate waiting time, and substantially automate many document preparation tasks.

As shown in FIG. 1, consultation boxes 12 can be freely installed not only in financial institution stores, but also in facilities such as various public institutions, stations, public halls, libraries, supermarkets, and department stores. Using this, the user 18 shown in FIG. 1A can consult with a counselor 20 who operates the consultation terminal 16 via the network 14 .

FIG. 1(b) shows a perspective view of the equipment installed inside the consultation box 12. As shown in FIG.
The consultation box system is installed within an independent consultation box 12 . Inside the consultation box 12, a communication device 22 for consultation using a network, an arithmetic processing unit 24 for executing data processing required for consultation, and a storage device 25 are provided and controlled.

A tablet 26 is placed on the desk installed in the consultation box 12 . The tablet 26 is for displaying a virtual keyboard or the like operated by the user 18 . A display 32 is suspended on the wall in front of the desk.

The display 32 displays images of the user 18 and the counselor 20, operation guidance, and images of documents used for consultation. As will be explained later, animations (avatars) can be displayed instead of the images of the user 18 and counselor 20 .

Furthermore, three cameras 34 are installed in this consultation box 12 . A camera 34 provided on the front wall of the disc is for photographing the face of the user 18 . A camera 34 placed on the right side of the desk functions as a scanner for photographing documents.

A camera 34 that shoots downward from the ceiling is for acquiring stereoscopic images of various items brought by the user 18, such as cards and passbooks. This can be used to judge the authenticity of cards, passbooks, etc.

A card reader 36 for reading card data and a printer 38 for printing various materials are provided at the lower right of the desk. In addition, a scanner may be provided if space permits. Also, as will be described later, a cash deposit/withdrawal device 37 and a passbook reader 39 may be provided to add functions for deposits and savings transactions.

The flow of processing using the consultation box 12 will be described with reference to FIGS. 2 and 3. FIG. In FIG. 2, when the user 18 starts using the consultation box 12, in step S11, the user 18 is asked to select either the use of the consultation counter or the transaction of deposits and savings. When the deposit/savings transaction is selected, a menu of various transactions is displayed on the display 32 in step S13.

For example, a menu such as withdrawal, deposit, and balance inquiry is displayed to prompt the user 18 to make a selection. On the other hand, when the consultation counter is selected, a selection menu of contents of consultation is displayed on the display 32 .

In the example of this drawing, in step S12, a menu of various reports, asset management, various loans, taxes and public funds, etc. is displayed. Next, in step S14, the display 32 displays a processing screen for personal identification. In the example of this drawing, there is a display saying that the following items are required for personal identification when consulting.

In addition, a list of resident cards, cards or passbooks, driver's licenses, passports, My Number cards, insurance cards, etc. that can be used to identify the person is displayed.

In step S15, the arithmetic processing unit 24 uses the camera 34 to perform biometric authentication and face authentication. Further, the user 18 is made to operate the tablet 26 to perform password authentication. It is also possible to use the card reader 36 to read a bank card or My Number card to perform personal identification processing.

It should be noted that if the information necessary for personal identification is lacking here, the content is printed using the printer 38 . The user confirms the printed contents and returns to pick up, for example, an indication of the relevant identification information. Stop using the consultation box here.

When the personal identification process is automatically completed in step S16, the process moves to step S17 and the consultation menu is displayed on the display 32. FIG.

Next, we turn to the description of FIG. The menu selected by the user 18 in step S12 of FIG. 2 is displayed on the display 32 in step S21. In step S22, it is determined that the following items are required for this consultation, and a list of specifically required documents is displayed on the display 32.

Here, when the user 18 puts a check mark in the list of the documents, etc., the shortage is automatically determined, and the printer 38 prints a list of the documents, etc., which are missing in step S23. The user 18 stops using the consultation box here and returns to pick up the missing documents.

If it is determined that the documents necessary for the consultation are complete, a message is displayed on the display 32 in step S24, saying that the person will be connected to the person in charge, so please wait. After that, in step S25, a face-to-face consultation is started using the display 32, the microphone 28, the tablet 26, etc., by interacting with the person in charge of the counter.

In step S26, a document or the like is photographed by the user's camera and displayed on the consultation terminal 16 of the counselor 20, or necessary document data is transmitted from the counselor 20 to the user 18 and displayed on the display 32. or print documents with the printer 38 . Consultation can proceed in this way.

4 and 5 show an example of the operation screen. (a) is a display screen when the consultation box 12 is started to be used. A message such as "Welcome to the consultation corner" and "Please select the type of consultation you want" is displayed. Each screen displays a return button for returning to the previous process and a next button for moving to the next process.

(b) is a screen for selecting the type of consultation. In the case of consultation on change of address, change of name, etc., a check is put in the check box of (1). If you can't find the item that corresponds to this list, you can freely enter text in the other text box on the right. You can also input by voice by clicking the microphone icon on the right. By recognizing and analyzing the input text, the type of consultation can be automatically determined.

On the screen of (c), a message is displayed to the effect that identity verification will be executed before consultation is started. Furthermore, the consultant's busy status is confirmed, and it is determined whether the consultation can be received immediately or the user 18 must wait for a while, and the status is displayed on this screen.

When there is no counselor who can handle the corresponding consultation, or when there are many users and it is crowded, for example, the waiting time is displayed. If the user 18 has to wait for a long time, the user 18 can stop using the consultation box 12 at this stage. However, it is also possible to operate the consultation box system so that the waiting time for consultation is minimized by making a reservation for use of the consultation box on the mobile terminal in advance.

Next, the explanation of the screen example of FIG. 5 will be continued. In FIG. 5, (a) displays a list of documents required for consultation and check boxes. The user 18 checks the required documents while checking this check box.

In (b), the user 18 is asked to decide whether to start consultation immediately, whether to start consultation for the time being despite the lack of necessary documents, or to start again after preparing necessary documents. there is

When the consultation is started, (c) displays that the personal identification process is automatically executed. That is, according to this procedure, after confirming that all the documents for personal identification and the documents necessary for consultation are prepared, the personal identification processing is automatically executed.

Even if you go to great lengths to verify your identity, if you stop using the consultation box due to a lack of necessary documents, the processing you have done so far will be in vain. In order to prevent this, the procedure is devised here.

Note that this screen notifies the user 18 that information used for identity verification that is not required for consultation will not be communicated to the counselor. In the next step (d), a guidance screen is displayed so that preparations such as photographing of documents necessary for consultation with a camera are performed. You can proceed with the work in order not only by the screen but also by voice. At this time, it is possible to guide the operation of the user 18 so that he/she can mask the part of the photographed document that the counselor does not want to see.

A more specific operation example of the arithmetic processing unit 24 will be described with reference to FIG. The storage device stores personal identification information 54 and photographed document data 56, which are used by the following means. Personal information display suppression control means 40 shown in this figure photographs personal information and documents stored in storage device 25 so that counselor 20 does not have to show personal information other than those necessary for consultation. A process of masking data or the like is executed according to the request of the user 18 .

Of the data obtained through identity verification processing, the personal information required for consultation can be automatically determined based on the content of the consultation. Therefore, the personal information display suppression control means 40 may appropriately select this and transmit it to the consultation terminal 16 .

On the other hand, the document or the like photographed by the camera 34 is first displayed on the tablet 26, and guidance control is performed so that the user 18 marks portions that the counselor 20 does not want to see. It is sufficient to put a black mark on the relevant portion and then send it to the consultation terminal 16 .

The avatar image generation control means 42 operates when the user 18 designates that the user 18 does not want to display the image of the person's face or the image of the counselor's 20 face. In this case, it is better to display an image such as an animation instead of a face image.

The additional document data generating means 44 generates documents which are necessary as a result of the consultation and which can be automatically generated, and prints them out by the printer 38 . Since personal information can also be used, the address and name of the user 18 can be automatically incorporated and printed. Therefore, the work burden on the user 18 can be reduced.

The digital authentication data generating means 46 has a function of generating digital authentication data using data obtained from a My Number card or the like so as to omit work such as affixing a signature. This digital authentication data may be unique to authenticate the documents required as a result of this consultation. That is, like a bank seal, electronic authentication data unique to the financial institution may be generated and used.

The consultation box use reservation means 48 has a function of accepting a reservation for using the consultation box 12 using a portable terminal or the like. In this case, the consultation box 12 needs to be available only to the user 18 who has made a reservation at a certain time. For this purpose, the consultation box opening/closing control means 52 executes processing for automating the opening/closing control of the consultation box 12, for example, by using the phone number of the mobile terminal or an authentication number notified in advance.

That is, the user inputs the authentication number to the door of the consultation box 12 and opens the door. The door will automatically lock. When the consultation is over, you can enter the authentication number again and open the door to go outside. The user can occupy the consultation box during this time.

The pre-consultation processing means 50 makes it possible to use the consultation box 12 after finishing the personal identification process and the photographing and confirmation process of necessary documents using a portable terminal. In this case, these data stored in the portable terminal are transferred to the storage device 25 in the consultation box 12 to start consultation.

When the consultation is started, the counselor's display shows hardware operation buttons of the terminal device that can be operated within the counselor's authority. If personal identification is completed automatically, only the minimum personal information necessary for consultation should be displayed on the counselor's display.

By stereoscopically photographing a cash card, a passbook, a seal, etc., it is possible to confirm whether or not they are camouflaged. For example, the counselor can operate the direction of a camera installed in the terminal device and use it for personal identification. Also, when a cash card, passbook, seal, or the like is stereoscopically photographed, the photographed image can be confirmed or saved in a storage device.

Also, the identity verification process can be automated by artificial intelligence (AI). For example, a method of reading a cash card or passbook with a reader and verifying the identity in the same way as deposits and withdrawals of deposits and savings, a method of authentication using a mobile terminal together, a method of authentication using a driver's license, My Number card, or passport , there are methods for performing identity verification including face recognition. If the personal identification process is completed, consultation services can be started quickly.

In addition, by assisting the operation of photographing images of necessary documents with a camera, this can also be automatically processed. Such automation allows consultation services to start quickly

The consultation box has all the tools necessary for consultation so that you can easily operate it, so you can complete all the work from applying for consultation to submitting and receiving documents after consultation is completed.

When reserving the use of the consultation box 12 on a mobile terminal, for example, if a desired location is found by searching for a location to be consulted, the location, time period, consultation content, counselor, etc. It is good to be able to register, etc. in advance and change them.

Also, when a reservation is made, a list of documents required for consultation may be displayed on the mobile terminal of the user, or may be sent to the e-mail address. Furthermore, when the consultation time approaches, a process of notifying the user to that effect may be performed. (email, popup)

In addition to the purpose of consultation, the above-mentioned consultation box can also be used as an automated teller machine for financial institutions for deposit and savings transactions.

Further, as described in the embodiment, if the communication device 22 is connected to the server of the financial institution through the network 14, the arithmetic processing device 24 can execute control of known deposit transaction processing. For this purpose, the consultation box should be equipped with a cash deposit/withdrawal device 37 and a passbook reader 39 .

12 Consultation box 14 Network 16 Consultation terminal 18 User 20 Counselor 22 Communication device 24 Arithmetic processing device 25 Storage device 26 Tablet 28 Microphone 32 Display 34 Camera 36 Card reader 37 Cash deposit/withdrawal device 38 Printer 39 Passbook reader 40 Personal information Display suppression control means 42 Avatar image generation control means 44 Additional document data generation means 46 Digital authentication data generation means 48 Consultation box utilization reservation means 50 Consultation preprocessing means 52 Consultation box opening/closing control means

Claims (9)

Installed in an independent box, equipped with a communication device for consultation using a network, an arithmetic processing unit that executes data processing necessary for consultation, a microphone, an operation panel, a keyboard, a display, and a camera,
A consultation box system characterized in that the above arithmetic processing unit comprises the following means (1) to (7).
(1) Means of acquiring the content of the user's consultation from information displayed on the display and information input from the operation panel (2) Means of prompting the user to confirm by displaying various items, including documents required for consultation, on the display (3) Using a camera or a dedicated information reading device to perform processing for identity verification before starting consultation (4) Displaying a list of documents and items used for consultation on the display (5) The counselor selects only the data necessary for consultation from the data acquired in the process for identity verification, and consults Means for displaying on the display of the counselor (6) Means for reading the photographic data of documents and objects necessary for consultation from the storage device and displaying them on the display of the counselor Consultation in which the display, camera, and operation panel in (1) to (4) above are replaced with those of a mobile terminal, the execution control of the processing before the consultation starts, and the result is posted to the storage device of the consultation box. 2. The consultation box system according to claim 1, further comprising preprocessing means. 3. The consultation box system according to claim 1, further comprising consultation box use reservation means for reserving use of a desired consultation box from a user's portable terminal. 4. A consultation box system according to claim 3, further comprising consultation box opening/closing control means for communicating with a portable terminal to identify a user and locking/unlocking the consultation box. 2. The consultation box system according to claim 1, further comprising personal information display suppression control means for masking matters that the user does not want the counselor to read among documents necessary for consultation. 3. The consultation box system according to claim 2, further comprising avatar image generation control means for allowing the user to select whether to display the image of the user and/or the counselor as an avatar. Claim 1, characterized by comprising a digital authentication data generation means for acquiring data for digital authentication from data acquired in processing for personal identification and executing authentication of documents used for consultation. Consultation box system as described. Claim 1, characterized by comprising additional document data generating means for causing a printer to print a sealed letter for mailing the document to the counselor when the document used for the consultation includes a signed document. Consultation box system described in . 2. The consultation box system according to claim 1, wherein the communication device connects to a server of a financial institution through a network, and the arithmetic processing device executes control of deposit/savings transaction processing.

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