JP2000069449A - Data exchange system, voice processing unit, image processing unit, document reader, data exchange method, voice processing method, image processing method and storage medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a data exchange system where a broad and detailed information is served to an interlocutor without a direct face-to-face conversation, to provide an image processing unit to send an image with high resolution as necessary and to provide a voice processing unit or the like to transmit voice data with little delay. SOLUTION: A concentrated center 2 accepts an interactive application from a customer operating an unattended shop terminal 1 and assigns the unattended shop terminal 1 to any of operator terminals 23a-23c. The operator terminals 23a-23c and the unattended shop terminal 1 exchange voice characteristic information and image compression information to make interaction between the customer and an operator. The density of the image of the customer is increased/decreased in response to an instruction of the operator, prescribed frequency components of voice are transmitted, and an image of both sides of a customer's certificate or the like that are almost simultaneously scanned is transmitted. The unattended shop terminal 1 makes communication with expert terminals 32a-32c that are operated by an expert in response to the designation by the customer or the operator to make interaction between the customer and the experts.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a data exchange system, a voice processing device, and an image processing device, and more particularly, to a data exchange system for performing communication between interlocutors, a voice processing device, an image processing device, and a form reader. Related to the device.

[0002]

2. Description of the Related Art In a financial institution, when receiving detailed consultation on financial products or applying for financial products,
It is common to receive face-to-face services at financial institutions. However, in recent years, attempts have been made to provide services equivalent to window services using multimedia terminals in order to pursue merits such as providing services to customers at remote locations and providing services outside of office hours.

Specifically, a terminal operated by a customer and a terminal operated by a receptionist of a financial institution are connected by a communication line, and voice and image exchange of the customer and the receptionist are exchanged between these terminals. Attempts have been made to do so.

[0004]

However, according to the conventional method, when the customer requests a broad or detailed explanation beyond the range that can be handled by the receptionist, the financial institution will Without asking the customer to go directly to the teller, the customer could not provide the services they wanted.

Further, in order to confirm the operation of the customer, it is necessary to continuously supply moving image data representing a moving image obtained by imaging the customer to the terminal on the receptionist side. For this reason, conventionally, the data amount of the moving image data has been limited to such an amount that real-time transmission by a communication line connecting both terminals on the customer side and the receptionist side is guaranteed.

However, in order to confirm that the person who operates the terminal as a customer is the customer himself, it is necessary to grasp the details of the human phase of the operator or to attach a document for personal identification presented by the customer. It is necessary to grasp the details of the photographed face.
For this reason, in the conventional method, as a result of limiting the data amount of the moving image data, it was possible to perform transmission with a resolution as low as it is extremely difficult to confirm that the operator is the customer.

[0007] Further, in order to grasp the details of the contents of the material for personal identification, it is necessary to read the image of each side of the material using a scanner or the like. And the smooth progress of the procedure with the receptionist was hampered.

Further, in order for the conversation between the customer and the receptionist to proceed smoothly, voice data representing voices uttered by both parties must also be transmitted. However, conventionally, since the amount of audio data is large, real-time transmission of audio by a communication line connecting both terminals has not been performed, and delay has occurred in audio transmission.

The present invention has been made in view of the above situation, and has as its object to provide a data exchange system and a data exchange method for providing a wide range of detailed information to an interlocutor without directly meeting. . Another object of the present invention is to provide an image processing apparatus and an image processing method capable of transmitting an image with a high resolution when it is necessary to grasp the details of the image. Another object of the present invention is to provide a voice processing apparatus and a voice processing method for transmitting voice data with little delay between interlocutors. Another object of the present invention is to provide a form reading apparatus that reads an image of each side of a form such as a certificate at a high speed.

[0010]

In order to achieve the above object, a data exchange system according to a first aspect of the present invention comprises first, second, and third data exchange means, and each of the data exchange systems comprises The means includes image data creating means for creating image data representing an image of an operator operating each of them, voice data creating means for creating voice data representing the voice of each operator, and other data exchange means. Reproducing means for reproducing the image and sound represented by the supplied image data and audio data, wherein the first data exchanging means comprises a second data exchanging means, and a third data exchanging means. Means for supplying a notification requesting data exchange with the first data exchange means, wherein the second data exchange means responds to the notification supplied from the first data exchange means. Wherein to exchange data 3
Means for notifying an address indicating the first data exchange means to the data exchange means, wherein the third data exchange means has an address indicating itself, and the image data created by the image data creation means included therein. And means for supplying the audio data created by the audio data creation means to the first data exchange means indicated by the address notified from the second data exchange means, wherein the first data exchange means further comprises: Supplying the image data created by the image data creation unit and the audio data created by the audio data creation unit to the third data exchange unit indicated by the address notified from the third data exchange unit. Means for performing the following.

According to such a data exchange system,
In the case where a customer or the like operating the first data exchange means requests a detailed explanation from an expert or the like operating the third data exchange means, the second data exchange means allows the customer and the expert to operate. Communication using audio and images between the two is started. Therefore, a wide range of detailed information is provided to the customer or the like by an expert who does not directly meet the customer or the like.

The second data exchange means specifies an operator who operates the first data exchange means based on the image data and the audio data supplied from the first data exchange means. With this configuration, the customer or the like operating the first data exchange means is automatically identified without human recognition.

The first data exchange means further supplies the image data created by the image data creation means and the audio data created by the audio data creation means to the second data exchange means. Wherein the second data exchange means comprises a router and a plurality of terminals, and each of the terminals of the second data exchange means comprises the image data creation means, the audio data creation means, Reproduction means, wherein the router of the second data exchange means includes a video data and audio data supplied from the first data exchange means among the terminals of the second data exchange means. Distribution determining means for determining the terminal from which the image data and the audio data supplied from the first data exchange means are supplied to the terminal determined by the distribution determining means. Means for supplying the image data created by the image data creation means and the audio data created by the audio data creation means included in each data exchange means to the first data exchange means. It may be something. According to such a data exchange system, the terminals of the second data exchange means are dispersed and communicate with the first data exchange means, so that the load on each terminal is reduced and each terminal is connected to the first data exchange means. Communication with the data exchange means becomes efficient.

The third data exchange means includes a router,
A plurality of terminals, wherein the first data exchange means comprises means for notifying the second data exchange means of a condition to be satisfied by the third data exchange means for exchanging data with itself. The second data exchange means specifies one of the terminals of the third data exchange means that meets the condition notified from the first data exchange means, and indicates the specified terminal. A terminal designating unit that supplies data to the third data exchange unit, wherein each of the terminals of the third data exchange unit includes the image data creation unit, the audio data creation unit, the reproduction unit, Wherein the router of the third data exchange means acquires the data supplied from the terminal designation means, and transmits the image supplied from the first data exchange means to the terminal indicated by the data. De Means for supplying data and audio data, and the image data created by the image data creation means and the audio data created by the audio data creation means included in each terminal of the third data exchange means, Means for supplying the data to the data exchange means. As a result, the second data exchange means becomes the first data exchange means.
An expert who should interact with a customer or the like operating the data exchange means is selected according to the conditions presented by the customer or the like. Accordingly, extensive or detailed information is appropriately provided to the customer and the like.

The second and third data exchange means further comprise means for mutually supplying the image data created by the image data creation means and the audio data created by the audio data creation means. You may. As a result, communication between the customer operating the first to third data exchange means, the receptionist, and the expert is performed.

The voice data generating means of each of the data exchanging means includes component extracting means for generating the voice data representing the amplitude of a component of a predetermined frequency in the voice of each operator, and each of the data exchanging means. The reproducing means may include a means for reproducing, as the sound represented by the sound data, a sound representing a superimposed AC signal having the amplitude and the predetermined frequency represented by the sound data. . As a result, the data amount of the audio data is
It is smaller than that obtained by simply performing A / D conversion on voice, and data transmission is performed smoothly, thereby preventing occurrence of delay.

[0017] The image data creating means of the first data exchanging means is a device which supplies the image data representing a moving image with a ratio of a data amount to a time required for reproducing the moving image to density specifying information supplied to itself. And the second data exchange means includes means for supplying the density designation information to the first data exchange means. Good. Accordingly, when the second data exchange unit supplies density designation information for instructing creation of image data representing a high-density moving image when it is necessary to grasp details of an image, transmission of a high-resolution image is performed. Is performed.

The first data exchange means includes form reading means for creating form image data representing a form image and supplying the form image data to the second data exchange means, wherein the second data exchange means comprises A form display means for displaying an image represented by the form image data supplied from the first data exchange means may be provided. Thereby, an image such as a certificate for confirming that the person referred to as the customer is the customer is obtained.

The form reading means may include means for scanning the front and back surfaces of the form substantially simultaneously to generate the form image data representing the scanned front and back images of the form. An image of each side of a form such as a certificate is read at high speed.

The form reading means captures an image of each side of the form by sequentially capturing an image of a side of the form facing the self, and represents the captured image. Even if it is provided with imaging means for creating form image data, and form moving means for sequentially moving the form so that each side of the form is sequentially opposed to the imaging means, the form such as a certificate The image of each surface is read at high speed.

The form reading means is provided so as to face each surface of the form, captures an image of a surface of the form facing the self, and forms the form representing the captured image. Even with an image pickup means for creating image data, an image on each side of a form such as a certificate is read at high speed.

Further, a voice processing apparatus according to a second aspect of the present invention is a voice processing apparatus comprising: component extraction means for generating voice feature data representing an amplitude of a component of a predetermined frequency in a voice of an operator; And reproducing means for reproducing, as the sound represented by the sound feature data, a sound representing a superimposed AC signal having the amplitude and the predetermined frequency represented by the acquired sound feature data. Features.

According to such an audio processing device, the data amount of the audio data is smaller than that obtained by simply performing A / D conversion on the audio, so that the data transmission is performed smoothly, and the delay of the data is reduced. The occurrence is prevented.

The image processing apparatus according to the third aspect of the present invention represents a moving image, and the ratio of the data amount to the time required for reproducing the moving image is substantially equal to the value indicated by the density designation information supplied to itself. The image data generating means may be provided with image data generating means for generating substantially equal image data, and density specifying means for supplying the density specifying information to the image data generating means.

According to such an image processing apparatus, when density specification information for instructing creation of image data representing a high-density moving image is supplied when it is necessary to grasp the details of the image, a high resolution Image transmission is performed.

A form reader according to a fourth aspect of the present invention is a form reader for creating form image data representing an image of a form, and scans one side of the form.
Means for creating the form image data representing an image of the surface, and scanning the other surface of the form substantially simultaneously with the one surface of the form being scanned, and representing the image of the surface. Means for creating form image data.

According to such a form reading device, as a result of reading both sides of the form almost simultaneously, an image on each side of the form such as a certificate is read at a high speed.

A form reading apparatus according to a fifth aspect of the present invention is a form reading apparatus for creating form image data representing an image of a form. By sequentially capturing images of surfaces, an imaging unit that captures an image of each surface of the form and creates the form image data representing the captured image, and each surface of the form is sequentially captured by the imaging unit. Form moving means for sequentially moving the forms so as to face each other.

Even with such a form reading apparatus, each side of the form is automatically read sequentially, so that time is not wasted due to human operation, and an image of each side of the form such as a certificate is read at high speed. It is.

Further, a data exchange method according to a sixth aspect of the present invention comprises first, second and third data exchange steps, wherein each of the data exchange steps is performed by an image of an operator operating the respective one. Image data creating step of creating image data representing, and audio data creating step of creating audio data representing the voice of each operator, and the image data and the audio data supplied from the other data exchange steps are A reproducing step of reproducing the represented image and sound, the first data exchanging step providing to the second data exchanging step a notification requesting a data exchange with the third data exchanging step. And wherein said second data exchange step comprises: responding to said notification provided from said first data exchange step, said first data exchange step comprising: A step of notifying an address indicating the first data exchange step to the third data exchange step in which data exchange with the exchange step is to be performed, wherein the third data exchange step comprises the steps of: Supplying the image data created by the image data creation step and the audio data created by the audio data creation step to the first data exchange step indicated by the address notified from the second data exchange step. Wherein the first data exchange step further includes the image data created by the image data creation step and the audio data created by the audio data creation step provided by the third data exchange step. Providing to the third data exchange step indicated by the address. And wherein the door.

According to such a data exchange method, the first
If the customer operating the third data exchange step requests a detailed explanation from an expert operating the third data exchange step, etc., the second data exchange step allows the customer and the expert Communication using voice and image is started. Therefore, a wide range of detailed information is provided to the customer or the like by an expert who does not directly meet the customer or the like.

Further, in the voice processing method according to a seventh aspect of the present invention, a component extracting step for generating voice feature data representing the amplitude of a component of a predetermined frequency in the voice of the operator; Acquisition, a reproduction step of reproducing a sound representing a superimposed AC signal having the amplitude and the predetermined frequency represented by the acquired sound feature data, as the sound represented by the sound feature data,
It is characterized by having.

According to such an audio processing method, the data amount of the audio data is smaller than that obtained by simply performing A / D conversion on the audio, so that the data transmission can be performed smoothly and the delay of the data can be reduced. The occurrence is prevented.

The image processing method according to the eighth aspect of the present invention represents a moving image, and the ratio of the data amount to the time required for reproducing the moving image is substantially equal to the value indicated by the density designation information supplied thereto. An image data creating step of creating image data that is substantially equal to each other, and a density designating step of supplying the density designation information to the image data creating step.

According to such an image processing method, when density specification information for instructing creation of image data representing a high-density moving image is supplied when it is necessary to grasp the details of the image, a high resolution image is obtained. Image transmission is performed.

Further, a computer-readable recording medium according to a ninth aspect of the present invention is a computer-readable recording medium comprising: a first, a second, and a third computer connected to each other; Image data creating means for creating image data representing an image of an operator operating each of the data exchanging means, and voice data creating means for creating voice data representing the voice of each operator And a reproducing unit that reproduces an image and a voice represented by the image data and the audio data supplied from the other data exchanging unit. The reproducing unit functions as the first data exchanging unit. Causing the exchange means to function as a means for supplying a notification requesting data exchange with the third data exchange means.
In response to the notification supplied from the data exchange means of,
Causing the third data exchange means to perform data exchange with the first data exchange means to function as a means for notifying an address indicating the first data exchange means; The address indicating the self, the image data created by the image data creation means provided by the user and the audio data created by the audio data creation means are stored in the second
Functioning as a means for supplying to the first data exchange means indicated by the address notified from the data exchange means, and further comprising the first data exchange means, the image data created by the image data creation means provided therein. A program for causing the audio data created by the audio data creation unit to function as a unit that supplies the audio data to the third data exchange unit indicated by the address notified from the third data exchange unit is recorded. And

The first to third computers that execute the program recorded on such a recording medium are provided by a customer or the like operating the first data exchange step by an expert or the like operating the third data exchange step. For example, if a detailed explanation is requested, a second data exchange step initiates voice and image communication between these customers and professionals. Therefore, a wide range of detailed information is provided to the customer or the like by an expert who does not directly meet the customer or the like.

A computer-readable recording medium according to a tenth aspect of the present invention includes:
Component extracting means for generating voice feature data representing the amplitude of a component of a predetermined frequency in the voice of the operator; acquiring the voice feature data; having an amplitude represented by the obtained voice feature data and the predetermined frequency; It is characterized in that a program for functioning as a reproducing means for reproducing a sound representing an AC signal superimposed on each other as the sound represented by the sound characteristic data is recorded.

According to the computer that executes the program recorded on such a recording medium, the data amount of the audio data is smaller than that obtained by simply A / D-converting the audio, and the data transmission is performed smoothly. As a result, the occurrence of delay is prevented.

A computer-readable recording medium according to an eleventh aspect of the present invention includes a computer
An image data creating means for creating image data representing a moving image, wherein a ratio of a data amount to a time required for reproducing the moving image is substantially equal to a value indicated by the density designation information supplied to the image data creating unit; A program for functioning as a density designation unit to be supplied to the image data creation unit is recorded.

A computer that executes a program recorded on such a recording medium is supplied with density designation information for instructing creation of image data representing a high-density moving image when it is necessary to grasp details of an image. In this case, a high-resolution image is transmitted.

[0042]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Referring to the drawings, a data exchange system, a voice processing device, an image processing device, a data exchange method, a voice processing method and an image processing method according to an embodiment of the present invention will be described below. The following describes an example of a window service system that performs a process corresponding to the window service such as.

FIG. 1 is a block diagram showing the configuration of the window business system. As shown in the figure, the window business system includes an unmanned store terminal 1, a centralized center 2, and an expert center 3.

As shown in FIG. 2, the unmanned store terminal 1 includes a control unit 101, a video camera 102, an image processing unit 10
3, the scanner 104, the microphone 105, the speaker 106, the audio processing unit 107, and the input device 1.
08, a display 109, a printer 110, and a terminal adapter 111. It should be noted that an address unique to itself is associated with the unmanned store terminal 1 in advance.

The control unit 101 has a CPU (Central Processes).
sing unit) and RAM (Random)
Access memory) and an external storage unit such as a hard disk device. Control unit 101
The information processing unit reads the program data stored in the external storage unit and executes a process described later according to the program data. The main storage is used as a work area of the information storage.

The video camera 102 generates an image signal representing an image appearing in its own field of view and supplies it to the image processing unit 103. The image processing unit 103 performs an operation described below in response to an instruction from the control unit 101, and displays an image on the display 109. Note that the display 109 is connected to the control unit 10.
The image according to the instruction of No. 1 is also displayed.

As shown in FIG. 3, the scanner 104 includes a housing 141F, an upper cover 141B,
2F and 142B, and sensor driving units 143F and 143
B, and screens 144F and 144B.

On the upper surface of the housing 141F of the scanner 104, a screen 144F made of a substantially transparent flat plate or the like is provided.
A window is provided. An optical sensor 142F and a sensor driving unit 143F are provided inside the housing 141F. The optical sensor 142F is connected to the sensor driving unit 1
The screen 144F is driven by the 43F.
To generate an image signal representing an image of the surface of the original set on the scanner 104 that is in contact with the screen 144F, and supplies the generated image signal to the control unit 101.

The upper cover 141B is provided with a window made of a screen 144B made of a substantially transparent flat plate or the like. The window to be set on the scanner 104 can be sandwiched between the screens 144F and 144B. It is movably connected to the housing 141F using a hinge or the like.

An optical sensor 142B and a sensor driver 143B are provided inside the upper cover 141B. The optical sensor 142B scans the screen 144B by being driven by the sensor driving unit 143B,
Screen 1 among the originals set on the scanner 104
An image signal representing an image of the surface in contact with 44B is generated, and the generated image signal is supplied to the control unit 101.

The microphone 105 converts a voice into a voice signal which is an electric signal, and converts the voice signal into a voice processing unit 107.
To supply. The audio processing unit 107 drives the speaker 106 by performing processing described later, and causes the speaker 106 to generate audio.

The input device 108 includes a touch panel or the like, and supplies information according to the operation of the operator to the control unit 101. The printer 110 prints characters, graphics, and the like according to instructions from the control unit 101 on a sheet of paper, and discharges the printed sheet. The terminal adapter 111 is connected between the control unit 101 and the network, and mediates data transmission between the unmanned store terminal 1 and the network according to an instruction from the control unit 101.

The centralized center 2 comprises a communication server 21, a data server 22, operator terminals 23a to 23c, and a terminal adapter 24, as shown in FIG. The communication server 21, the data server 22, and the operator terminals 23a to 23c are LAN (Local Area Network)
Are connected to each other. The communication server 21
Each of the operator terminals 23a to 23c is associated with a unique address in advance.

The communication server 21 includes an information processing unit such as a CPU, a main storage unit such as a RAM, an external storage unit such as a hard disk device, and a timer. The information processing unit of the communication server 21 includes a terminal adapter 24
Connected to the network via Then, according to the processing indicated by the program data stored in the external storage unit of the communication server 21, the centralized center 2 is connected from the network.
(That is, as the destination address indicating the destination, the communication server 21 or the operator terminal 2).
3a to 23c).

Upon receiving the data, the information processing section of the communication server 21 analyzes the contents of the received data, and performs, for example, the processing described below according to the result of the analysis. Specifically, for example, when the received data is a message from the unmanned store terminal 1 applying for a dialogue with the operator of the centralized center 2, as a partner of communication with the unmanned store terminal 1, according to a process described below, Operator terminals 23a-
23c.

The data server 22 stores the addresses of the specialized terminals 32a to 32c, which will be described later, of the specialist center 3 and the professional fields of operation of the professionals operating the specialized terminals 32a to 32c indicated by the addresses (for example, loans). , Investments, insurance,
, Etc.) and a database for storing information indicating the fields in association with each other. Then, the operator terminals 23a-
In response to the access by the operator terminal 23c, the contents stored in the database are transferred to the operator terminal 2 that has made the access.
3a to 23c. Also, the data server 22
In response to the access of the operator terminals 23a to 23c,
The data supplied from the operator terminals 23a to 23c is written in this database.

The operator terminals 23a to 23c are substantially identical to each other. As shown in FIG. 4, each of the operator terminals 23a to 23c has a control unit 231, a video camera 232, an image processing unit 233, a microphone 234, and a speaker. 235
, An audio processing unit 236, an input device 237, and a display 238.

The control unit 231 is substantially the same as the control unit 101 of the unmanned store terminal 1, and executes processing described later. The input device 237 includes a keyboard, a mouse, and the like, and supplies information according to the operation of the operator to the control unit 231.

The video camera 232 is a video camera 10
2, which generates an image signal representing an image reflected in its own field of view and supplies it to the image processing unit 233. The image processing unit 233 is substantially the same as the image processing unit 103, and performs an operation described below in accordance with an instruction from the control unit 231 to display an image on the display 238.

The microphone 234 is the microphone 1
05, and supplies an audio signal to the audio processing unit 236. The sound processing unit 236 is substantially the same as the sound processing unit 107, and performs a process described later to generate a sound from the speaker 235.

The expert center 3 has a communication server 31
Specialized terminals 32a to 32c and terminal adapter 33
Consists of Communication server 31 and specialized terminals 32a-3
2c are mutually connected via LAN. In addition,
The communication server 31 and the specialized terminals 32a to 32c include:
An address unique to each is associated in advance.

The communication server 31 is substantially the same as the communication server 21 of the centralized center 2, is connected to the network via the terminal adapter 33, and receives data (that is, data addressed to the expert center 3 from the network). , Receiving the address of the communication server 31 or the specialized terminals 32a to 32c as the transmission destination address). Then, the content of the received data is analyzed, and processing described later is performed according to the result of the analysis.

The specialized terminals 32a to 32c are substantially identical to each other, and as shown in FIG. 5, all of the specialized terminals 32a to 32c have a control unit 321, a video camera 322, and an image processing unit 32.
3, a microphone 324, a speaker 325, an audio processing unit 326, an input device 327, and a display 328.

The control section 321 is substantially the same as the control section 101 of the unmanned store terminal 1, and executes processing described later. The input device 327 is substantially the same as the input device 237, and supplies information according to the operation of the operator to the control unit 321.

The video camera 322 is the video camera 10
2, which generates an image signal representing an image appearing in its own field of view and supplies it to the image processing unit 323. The image processing unit 323 is substantially the same as the image processing unit 103, performs an operation described below according to an instruction from the control unit 321, and causes the display 328 to display an image.

The microphone 324 is the microphone 1
05, and supplies an audio signal to the audio processing unit 326. The sound processing unit 326 is substantially the same as the sound processing unit 107, and performs a process described later to generate a sound from the speaker 325.

(Operation) Next, the operation of the window service system will be described with reference to FIGS. FIG.
It is a flowchart showing the process of the dialog between operators. FIG. 7 is a flowchart illustrating a process of creating audio feature information. FIG. 8 is a flowchart showing processing of a transaction between a customer and an operator. FIG. 9 is a flowchart showing the process of the dialogue between the customer and the expert.

(Initial Processing) First, when the unmanned store terminal 1 is activated, the control unit 101 of the unmanned store terminal 1 instructs the terminal adapter 111 to connect the unmanned store terminal 1 to the network via the terminal adapter 111. When the communication server 21 of the centralized center 2 starts, the communication server 21 instructs the terminal adapter 24 to connect the centralized center 2 to the network via the terminal adapter 24. When the communication server 31 of the expert center 3 is started, the communication server 31 instructs the terminal adapter 33 to connect the expert center 3 to the network via the terminal adapter 33. Thereby, the unmanned store terminal 1, the centralized center 2, and the specialist center 3 are connected to each other via the network.

(Dialogue between Customer and Operator) The communication server 21 of the centralized center 2
The same number of queues as storage areas associated with each of the a to 23c are secured in the storage area of its own main storage unit as many as the number of operator terminals (FIG. 6, step S20).
1).

Next, the customer of the financial institution has
By operating the input device 108, the control unit 101 is instructed to access the centralized center 2 for dialogue with the operator of the centralized center 2 (FIG. 6, step S101). In response to this instruction, the control unit 101 sends a message to the communication server 21 of the centralized center 2
Is transmitted to the centralized center 2 via the network (step S1).
02). That is, a message for requesting a dialogue with the operator of the centralized center 2 is attached with the address of the communication server 21 as a destination address, and the message is transmitted to the network.

The communication server 21 receives a message sent to the network among the messages sent to the network (that is, a message with its own address added as a destination address) (step S202), and receives the received message. Is analyzed, and processing is performed according to the result of the analysis.

If the received message is the above-mentioned message transmitted from the unmanned store terminal 1 and requesting a dialogue with the operator of the centralized center 2, the communication server 21
Obtains information indicating the current time from its own timer.
And the unmanned store terminal 1 which transmitted the received message
An operator terminal that communicates with the operator terminal 23
a to 23c.

Specifically, the communication server 21 reads out the contents of each queue secured by itself, and specifies the queue with the smallest number of unmanned store terminals 1 currently assigned from the read contents (step S203). ). Then, in the specified queue, the address of the unmanned store terminal 1 that has newly transmitted the message requesting the conversation and the information indicating the arrival time of the message are stored in association with each other (step S204).

However, if there are a plurality of queues with the smallest number of unattended store terminals 1 currently assigned, for example,
The latest information stored in the corresponding queue is stored in the oldest queue. If there are a plurality of empty queues, for example, among the operator terminals indicated by the respective queues, the one with the earliest start time of the latest communication with the unmanned store terminal 1 is specified, and the specified operator terminal is sent to the specified operator terminal. In the queue that indicates the allocation of

On the other hand, each time the control unit 231 of each of the operator terminals 23a to 23c activates the operator terminal to which the operator belongs or ends the conversation with the unmanned store terminal 1, the control unit 231 of the operator terminal to which the operator belongs belongs. The contents of the queue indicating the assignment are read from the communication server 21. Then, among the addresses of the unmanned store terminal 1 included in the read content, the one with the oldest stored time (that is, the address with the oldest time information) is specified (step S205).

The control unit 231 that has specified the address first accesses the communication server 21 and deletes the specified address and the information associated with the address from the queue in which the address is stored (step S1). S
206). Next, the control unit 231 controls the video camera 23
2 instructs to image the operator's face, and instructs the audio processing unit 236 to process the audio signal supplied from the microphone 235.

Then, the video camera 232 takes an image of the operator's face, creates an image signal representing the taken image, and supplies it to the image processing section 233. Image processing unit 233
Creates image compression information by a predetermined method,
31 (step S207). Image processing unit 23
Specifically, when the image signal is supplied from the video camera 232, the image data 3 generates MPEG-format image data representing the supplied image signal and supplies it to the control unit 231.

However, the image processing section 233 is controlled by the control section 23
1, when receiving an instruction to acquire a high-quality image, the video camera 10 is controlled until an instruction to cancel the acquisition of a high-quality image is supplied from the control unit 231.
2 is converted into JPEG image data and supplied to the control unit 231. Then, when an instruction to cancel the acquisition of the high-quality image is supplied from the control unit 231, the video camera 232 is received after receiving the instruction.
Is converted into image data in the MPEG format and supplied to the control unit 231.

The format of the image data generated during the period from when the image processing unit 233 is instructed by the control unit 231 to acquire a high-quality image to when the instruction to cancel the acquisition of the high-quality image is received, and the like. It is not necessary that the format of the image data generated during the period is JPEG format and MPEG format, respectively. As for the format of the image data generated by the image processing unit 233 in both periods, the image data generated in the latter period represents an image of a certain time length, compared to the image data generated in the former period. It is optional as long as the format reduces the amount of data.

Further, the control unit 231 controls the image processing unit 233
In addition, the timing of supplying an instruction to acquire a high-quality image and an instruction to cancel the acquisition of a high-quality image are arbitrary. Therefore, the control unit 231 may supply these instructions to the image processing unit 233 in response to a command supplied to the control unit 231 by an operator operating the input device 237, for example.

The operator operates the microphone 234
, The microphone 234 generates a sound signal representing the sound and supplies the sound signal to the sound processing unit 236. The voice processing unit 236 creates voice feature information according to the voice feature information creation process shown in FIG.
31 (step S207).

That is, as shown in FIG.
When the control unit 231 receives an instruction to generate audio feature information from the control unit 231, in response to the instruction, first, the analog audio signal supplied from the microphone 234 is sequentially converted to a digital audio signal. (Digital audio signal) (FIG. 7, step S301).

The audio processing unit 236 divides the digital audio signal obtained by the conversion into portions representing audio separated at predetermined time intervals (for example, every 10 milliseconds) (step S302). Then, the audio processing unit 236
Performs, for example, FFT (Fast Fourier Transformation) on each part obtained as a result of dividing a digital audio signal, and generates data (frequency data) representing a Fourier-transformed sound represented by each of these parts ( Step S303).

Next, the audio processing unit 236 calculates three frequency components representing the amplitudes of predetermined frequency components (specifically, about 300 Hz, about 1 kHz, and about 3 kHz) from each of the generated frequency data. Extract data (Step S
304).

Next, the audio processing section 236 converts each of the extracted data into a predetermined data format to create audio feature information. Then, the created voice feature information is associated with each other for each piece of data representing the data extracted from the same frequency data, and a set of the voice feature information associated with each other is arranged along with a portion of the voice represented by the set. It supplies to the control part 231 in the same order as the order (step S305).
Through the processing described above, audio feature information representing the audio collected by the microphone 234 is generated and supplied to the control unit 231.

The control unit 231 supplied with the image compression information and the audio feature information connects the two, attaches the address of the unmanned store terminal 1 which is the communication partner as the destination address, and belongs to itself as the source address. A packet is created with the address of the operator terminal. Then, the created packet is supplied to the communication server 21 (FIG. 6, step S208). The communication server 21 sends out the packets supplied from the control unit 231 to the network at predetermined intervals in the same order as the order supplied from the control unit 231.

On the other hand, the control unit 101 of the unmanned store terminal 1 which has transmitted the message for applying for the dialogue receives the packet sent to the unmanned store terminal 1 to which the self belongs to among the packets transmitted to the network (step S103). Then, the image compression information and the audio feature information included in the received packet are separated (step S104).

Then, the control unit 101 supplies the separated image compression information to the image processing unit 103 to instruct restoration of the image, and supplies the separated sound feature information to the sound processing unit 107 to instruct restoration of the sound. I do.

The image processing section 103 restores an image signal by a predetermined method from the image compression information supplied from the control section 101 and supplies the image signal to the display 109. The display 109 displays an image represented by the supplied image signal (Step S105).

Further, the audio processing unit 107 includes the control unit 101
The audio signal is restored from the audio feature information supplied from the speaker 106 and supplied to the speaker 106. The speaker 106 reproduces the sound represented by the supplied sound signal (step S10).
5).

More specifically, when the audio processing unit 107 is supplied with the audio feature information from the control unit 101 and is instructed to reproduce the audio feature information, the audio processing unit 107 responds to the instruction and responds to the instruction to reproduce the audio to be reproduced. The data representing the amplitude of the predetermined frequency component is restored.

Next, the audio processing unit 107 represents a set of data extracted from the same frequency data in which three sine waves having the frequency and amplitude represented by each data included in the set are superimposed. Create digital audio signals. However, the audio processing unit 107 itself determines the length of the audio represented by the digital audio signal to be created by the microphone 105.
When the above-described digital audio signal obtained by converting the audio signal supplied from is divided into individual portions, the length is substantially the same as the length of the audio represented by each portion.

Next, the audio processing unit 107 converts the created digital audio signal into an analog audio signal (analog audio signal) in the same order in which the audio of the portion represented by the digital audio signal was arranged. Then, the analog audio signals obtained by the conversion are successively supplied to the speaker 106 in the order obtained. As a result, the speaker 106 reproduces the sound represented by the analog sound signal supplied thereto.

The control unit 101 that has received the packet addressed to the unmanned store terminal 1 to which the user belongs belongs to the video camera 102.
Of the customer, and instructs the audio processing unit 107 to process the audio signal supplied from the microphone 105.

The video camera 102 captures the face of the customer in response to the instruction, creates an image signal representing the captured image, and supplies the image signal to the image processing unit 103. The image processing unit 103
The image processing section 233 of the operator terminals 23a to 23c creates image compression information by substantially the same processing as that performed in step S207, and supplies it to the control section 101 (step S106).

When the customer utters a voice toward the microphone 105, the microphone 105 generates a voice signal representing the voice and supplies it to the voice processing unit 107.
The voice processing unit 107 creates voice feature information according to substantially the same processing as that performed by the voice processing unit 236 of the operator terminals 23a to 23c in step S207, and supplies the generated voice feature information to the control unit 101 (step S106).

The control unit 101 combines the image compression information and the audio feature information supplied thereto, and as a destination address, the source address included in the packet addressed to itself (that is, the operator who is the communication partner). (Address of the terminal) and the address of the unmanned store terminal 1 to which it belongs as a source address to create a packet. Then, the created packets are transmitted to the network at predetermined intervals in the order of creation (step S107).

The communication server 21 receives the packet addressed to the operator terminal connected thereto (step S209), and supplies the packet to the operator terminal indicated by the destination address attached to the received packet. I do.

Control unit 2 of operator terminals 23a to 23c
Reference numeral 31 denotes a unit that separates image compression information and audio feature information included in the supplied packet, supplies the separated image compression information to the image processing unit 233, instructs image restoration, and performs audio processing on the separated audio feature information. This is supplied to the section 236 to instruct the restoration of the sound.

The image processing section 233 causes the display 238 to display the image represented by the image compression information supplied to itself according to substantially the same processing as that performed by the image processing section 103 of the unmanned store terminal 1 in step S105. (Step S210). The audio processing unit 236 causes the speaker 235 to reproduce the audio represented by the audio feature information supplied thereto according to substantially the same processing as that performed by the audio processing unit 107 of the unmanned store terminal 1 in step S105 (step S210). ).

Hereinafter, the unmanned store terminal 1 and the operator terminal assigned as a communication partner of the unmanned store terminal 1 create image compression information representing an image captured by a video camera provided in the terminal. The voice feature information representing the voice collected by the microphones provided by each user is created. Then, a packet in which the address of the other party is added to these created signals is created, and these packets are exchanged via the network and the communication server 21 to restore the image and sound represented by the contents of the packet. This allows
The customer who operates the unmanned store terminal 1 and the unmanned store terminal 1
It is possible to have a dialogue with the operator who operates the operator terminal which is the other party of the communication by using the window business system.

When the customer instructs the end of the dialog by operating the input device 108, the control unit 101 notifies the end of the dialog to the operator terminal which is the communication partner of the unmanned store terminal 1 to which the control unit 101 belongs. Is sent, and the processing of the conversation is terminated. Operator terminals 23 a to 23 which have received this message via communication server 21
c also terminates the dialog processing.

On the other hand, when the operator operates the input device 237 to instruct the end of the dialog, the controller 231
Sends a message notifying the end of the dialog to the unmanned store terminal 1 which is the communication partner of the operator terminal to which the self belongs, and ends the dialog processing. The unmanned store terminal 1 that has received this message also ends the dialog processing.

(Transaction between Customer and Operator) As a result of a dialogue using the above-described processing performed between the customer who operates the unmanned store terminal 1 and the operator who operates the operator terminal, for example, the customer and the operator If an agreement to conclude a contract for new creation of a deposit account or the like is established, the window business system performs, for example, the processing shown in FIG. 8 to conclude the contract.

That is, as shown in the figure, first, the operator operates the input device 237 of the operator terminals 23a to 23c to instruct that the contract is to be concluded (FIG. 8, step S401). The input device 237
The control unit 231 connected to the
It creates data representing an image describing the entries in the contract, attaches the created data to the communication server 21 with the address of the unmanned store terminal 1 that is the communication partner of the operator terminal to which it belongs as the destination address, It transmits (step S402). It is not necessary for the control unit 231 to newly create data representing an image describing the entry of the contract every time the instruction is received, and the control unit 231 stores the data stored in the external storage device of the control unit 231 in advance. CP
U may read it.

The communication server 21 transmits the data representing the image explaining the items to be entered in the contract to the operator terminals 23 a to 23.
c, the data is sent to the network. Upon receiving the data addressed to itself (step S501), the control unit 101 of the unmanned store terminal 1 supplies the data to the image processing unit 103, and
3 causes the display 109 to display an image represented by the data (that is, an image explaining the entry items of the contract) (step S502).

Next, the customer operates the input device 108 in accordance with the description on the image displayed on the display 109 of the unmanned store terminal 1 to input information corresponding to the items to be entered in the contract, and further concludes the contract. Is input (step S503). Then, in response to this instruction, the control unit 101 causes the image processing unit 103 to
Creates image data representing an image describing a message requesting presentation of an identity verification document and supplies the image data to the image processing unit 103;
The image processing unit 103 causes the display 109 to display the image. However, the control section 101 may supply the image processing section 103 with the image data stored in advance in an external storage device provided therein.

When a message requesting the presentation of an identification document is displayed on the display 109, and the customer sets the identification document such as a driver's license on the scanner 104 and operates the input device 108 to instruct the start of scanning (step S504), the scanner 104 generates data representing the front and back images of the personal identification document, and
1 (step S505).

More specifically, when a scan execution instruction is given, the sensor driving units 143F and 143F of the scanner 104
3B drives the optical sensors 142F and 142B,
Scan screens 144F and 144B. And
The optical sensors 142F and 142B generate data representing an image of each surface of the document set on the scanner 104 (that is, the document sandwiched between the screens 144F and 144B) and supply the data to the control unit 101.

The control unit 101 combines the data representing the images of the front and back surfaces of the personal identification document with the data representing the entries of the contract entered by the customer, and transmits the combined data to the communication partner. Is transmitted to the operator terminal (step S506).

The communication server 21 receives the data representing the entry of the contract addressed to the operator terminal connected thereto, and sends the data to the operator terminal indicated by the transmission destination address attached to the data. Supply data. The control unit 231 of the operator terminal supplied with the data
Supplies the supplied data to the image processing unit 233, and the image processing unit 233 records the image represented by the supplied data (that is, the image of the front and back surfaces of the personal identification document, and the entry of the contract document). Is displayed on the display 238 (step S403).

The operator operates the display 23
8, the unmanned store terminal 1 is visually recognized.
After confirming that the person who operates is the customer, the user operates the input device 237 to instruct that the contract is executed. Then, in response to this instruction, the control unit 231 connected to the input device 237 creates image data representing the document of the contract based on the above-mentioned data indicating the items to be entered in the contract.

Then, the control unit 231 attaches the address of the unmanned store terminal 1 which is the communication partner of the operator terminal to which the control unit 231 belongs to the created image data, and
(Step S404). The communication server 21 sends out the supplied image data to the network, and the control unit 101 of the unmanned store terminal 1 receives the image data addressed to the unmanned store terminal 1 (step S507).

When receiving the image data, the control unit 101 supplies the image data to the image processing unit 103, and instructs the image processing unit 103 to print an image represented by the image data. The image processing unit 103 is supplied from the control unit 101 with image data representing an image of a document of the contract, and the control unit 10
When an instruction to print an image is supplied from the printer 110, the printer 110 prints the image represented by the image data in accordance with the instruction.
To instruct. The printer 110 creates a contract by printing the image represented by the image data on paper, and discharges the created contract (step S508).

(Recording in Database) The image and voice of the customer operating the unmanned store terminal 1 are stored in the data server 22.
When recording in the database, the operator operating the operator terminal operates the input device 237 of the operator terminals 23a to 23c at an arbitrary timing after the start of the dialogue with the customer to instruct recording in the database. .

The control unit 231 connected to the input device 237 responds to this instruction, and
At 8, an image prompting for input of identification data for identifying the customer (for example, the name and account number of the customer) is displayed, and the system waits for the supply of the identification data.

When the operator operates the input device 237 to supply identification data, the control unit 231 accesses the data server 22. Then, it supplies the data server 22 with the packet supplied from the unmanned store terminal 1 which is the current communication partner of the operator terminal to which it belongs and the identification data supplied using the input device 237.

The data server 22 has an operator terminal 23
When packets and identification data are supplied from a to 23c, the contents and identification data of the supplied packets are stored in their own database in association with each other. However,
When the same identification data is already stored in the database, it is not necessary to further store the identification data, and the contents of the packet may be stored in association with the already stored identification data.

The data stored in the database is not limited to the image compression information and audio feature information included in the packet, but may be data representing the image of the identity verification document supplied from the unmanned store terminal 1.

The data stored in the database by the above-described processing can be read out by the operator terminals 23a to 23c and the like, and the image represented by the image compression information and the audio feature can be read by the read operator terminals 23a to 23c and the like. The sound represented by the information is restored. The data read from the database may be transferred to a recording medium such as an MO (Magneto-Optical) disk or a floppy disk via a recording medium access device (not shown).

(Dialogue between Customer and Expert at Customer's Request) The above-described dialog processing is performed between the unmanned store terminal 1 and the operator terminal that is the communication partner of the unmanned store terminal 1. In the meantime, when the customer operates the input device 108 of the unmanned store terminal 1 and instructs that he / she wants to interact with a particular type of specialist, the window business system
The processing shown in FIG. 9 is performed.

That is, as shown in the figure, when the customer operates the input device 108 to indicate that he / she wants to have a dialogue with an expert (FIG. 9, step S601), the control unit 101 of the unmanned store terminal 1 In response to this instruction, a message indicating the type of expert desired by the customer is created and transmitted to the communication server 21 of the centralized center 2 (step S602).

When the communication server 21 receives the message addressed to itself indicating the type of the expert (step S701),
Accessing the data server 22 and operating the specialized terminals 32a to 32 operated by the specialist of the type indicated by the received message.
The address of c is specified (step S702). Then, the communication server 21 transmits the information indicating the address of the unmanned store terminal 1 that is the transmission source of the received message to the specialized terminals 32a to 32c indicated by the address specified by the communication server 21 (step S703).

When the communication server 31 of the expert center 3 receives the messages sent to the network and addressed to the specialized terminals 32a to 32c connected to itself, the communication server 31 converts the received message to the message. Is supplied to the specialized terminals 32a to 32c that are the transmission destinations.

The specialized terminal 32a supplied with the message
The control units 321 to 32c instruct the video camera 322 to capture the face of the operator, and the audio processing unit 32
6 to process the audio signal supplied from the microphone 324.

[0126] Then, the video camera 322 captures the face of the expert in response to the instruction, and supplies an image signal representing the captured image to the image processing unit 323. Image processing unit 323
Are the operator terminals 23a to 23d in step S207 described above.
Image compression information is created according to substantially the same processing as that performed by the image processing unit 233 of 23c, and is supplied to the control unit 321 (step S704). Also, the audio processing unit 326
Creates voice feature information from the voice collected by the microphone 324 by substantially the same process as that performed by the voice processing unit 236 of the operator terminals 23a to 23c in the above-described step S207, and supplies it to the control unit 321 ( Step S704).

The control unit 321 combines the image compression information and the audio feature information supplied to itself, and attaches, as a transmission destination address, the address of the unmanned store terminal 1 that has transmitted the message requesting communication with itself. A packet is created with its own address as the source address. Then, the created packets are sent out to the network at predetermined intervals in the order of creation (step S705).

On the other hand, when the unmanned store terminal 1 that has transmitted the message requesting the dialogue with the expert receives the packet sent to the unmanned store terminal 1 to which the unmanned store terminal 1 belongs to among the packets transmitted to the network (step S603). The image and sound represented by the content of the received packet are restored by performing substantially the same processing as the processing in step S105 described above (step S604).

The unmanned store terminal 1 performs substantially the same processing as the above-described processing in step S106 to change the image compression information, the audio feature information, and the destination address indicating the specialized terminal that is the communication partner. A packet including the packet is created (step S605) and transmitted to the network (step S605).
606).

On the other hand, the specialized terminals 32 a to 32 c that create packets addressed to the unmanned store terminal 1 and supply the packets to the communication server 31
32c and the communication server 31 respectively communicate with the operator terminals 23a to 23a in steps S209 and S210 described above.
3c and the processing performed by the communication server 21 are substantially the same.

As a result, the communication server 31 receives the packet transmitted from the unmanned store terminal 1 to the specialized terminals 32a to 32c and converts the packet to the specialized terminals 32a to 32c to which the packet is addressed. Transfer to Then, the specialized terminals 32a to 32c restore the image and the sound represented by the contents of the packet transferred from the communication server 31.

The specialized terminals 32a to 32c create a packet including the image compression information, the audio feature information, and the transmission destination address indicating the unmanned store terminal 1 which is the communication partner, and supply the packet to the communication server 31. The server 31 sends out packets supplied from the specialized terminals 32a to 32c to the network.

(Dialog between the expert and the customer specified by the operator) Also, while the above-described dialog processing is being performed between the unmanned store terminal 1 and the operator terminal, the operator operates the input device 237 of the operator terminal. Even when the customer operates and specifies the type of the expert who should interact, the window operation system shifts to a state where the interaction between the specialized terminals 32a to 32c and the unmanned store terminal 1 is possible.

That is, as described above, when the operator uses the input device 237 to perform an operation for specifying the type of the expert with which the customer should interact, the operator terminals 23a to 23a
In response to this operation, the control unit 231 accesses the data server 22 and specifies the addresses of the specialized terminals 32a to 32c operated by the designated type of specialist.

Next, the operator terminals 23a to 23c
A message containing information indicating the address of the unmanned store terminal 1 that is the other party of the communication is created, and the message is attached to the address specified by the user and supplied to the communication server 21.

The communication server 21 has an operator terminal 23a.
23c to the network. That is, the communication server 21 communicates with the operator terminal 2
The information indicating the address of the unmanned store terminal 1 which is the communication partner of 3a to 23c is transmitted to the specialized terminals 32a to 32c indicated by the addresses specified by the operator terminals 23a to 23c.

The communication server 3 of the expert center 3
When the communication server 21 receives the message transmitted by the communication server 21, the communication server 31 and the specialized terminals 32a to 32c, to which the message is transmitted, communicate with the above-described step S70.
Substantially the same processing as the processing after 3 is performed. Further, the unmanned store terminal 1 indicated by the content of the message performs substantially the same processing as the processing after step S603 described above.

By the processing described above, the unmanned store terminal 1
If at least one of the operator who operates the customer terminal and the operator who operates the operator terminal that is the communication partner of the unmanned store terminal 1 instructs, the communication between the customer and the specialist of the type specified by the customer is also possible. It is possible to perform a conversation using the window business system.

[0139] The customer operating the unmanned store terminal 1
While the dialogue is being performed between the specialists operating the specialized terminals 32a to 32c, the customer and the operator terminal 2
Dialogue with the operator operating 3a to 23c can be continued.

When the customer interacts with both the expert and the operator, the control unit 101 of the unmanned store terminal 1 transmits, for example, two packets containing substantially the same image compression information and audio feature information to each other. One may be sent to the specialized terminal which is the communication partner, and the other may be sent to the operator terminal which is the communication partner, and sent to the network.

[0141] Further, a dialog may be performed between the expert and the operator. In this case, the unmanned store terminal 1
The specialized terminal that became the communication partner of the unmanned store terminal 1
It is sufficient to perform substantially the same function as that described above, and to perform substantially the same processing as the above-described customer-operator interaction processing together with the operator terminal that is the communication partner of the unmanned store terminal 1. This allows for a dialogue between the customer, the expert and the operator.

In the case where the customer, the expert, and the operator interact with each other, the unmanned store terminal 1 and the operator terminal and the specialized terminal which are the communication partners of the unmanned store terminal 1 are all three. Alternatively, the images indicated by the contents of the packets addressed to the self from two of the three persons other than the self may be displayed side by side and simultaneously.

The configuration of the window service system is not limited to the one described above. For example, the window business system may include a plurality of unmanned store terminals 1. Further, the number of operator terminals provided in the centralized center 2 is not limited to three, and may be two or less or four or more. In addition, the number of specialized terminals provided by the expert center 3 is not limited to three, but may be two.
Or less than four or four or more.

The unmanned store terminal 1, the centralized center 2, and the specialist center 3 do not need to be connected via a network, and even if at least two of them are directly connected without using a network. Good.

Further, the image processing unit 103 and the audio processing unit 1
07 does not need to be a separate device from the control unit 101,
For example, a common CPU or DSP (Digital Signal Processor)
ssor) may perform the functions of the control unit 101, the image processing unit 103, and the audio processing unit 107. Similarly, common CP
U or DSP may perform the functions of the control unit 231, the image processing unit 233, and the audio processing unit 236,
Alternatively, the DSP may perform the functions of the control unit 321, the image processing unit 323, and the audio processing unit 326.

Further, the centralized center 2 is connected to the unmanned store terminal 1
The customer may be specified based on image compression information, audio feature information, or data representing an image of an identity verification document supplied from the company.

More specifically, for example, when the control unit 231 of the operator terminals 23a to 23c receives a packet transmitted by the unmanned store terminal 1 or data representing an image of a personal identification document, the control unit 231 The image compression information or the audio feature information included in the packet and the data of the image of the personal identification document are supplied to the data server 22.

The data server 22 stores the image compression information, the audio feature information, and the image data of the identity verification document stored therein by the image compression information, the audio feature information, and the like supplied from the control unit 231. Image data of identity verification documents,
It is sequentially determined whether or not they match under predetermined determination conditions. Then, the data server 22 retrieves the image compression information, the voice feature information, and the identification data associated with the data of the image of the identity verification document that are determined to match, and stores the identification data in the voice feature information itself. Is returned to the control unit 231 that has supplied the data.

As described above, when the control unit 231 receives the supply of the identification data from the data server 22, the operator terminals 23a to 23c specify the customer based on the supplied identification data, and the There is no need for the operator to confirm that the person who operates is a customer. Further, the operator terminals 23a to 23c may use any information included in the identification data supplied from the data server 22 as the entry of the contract.

Further, the data server 22 is
In the case where the identification data associated with the image compression information or the audio feature information determined to match the image compression information or the audio feature information supplied from the first unit 1 is returned to the control unit 231, the transaction between the customer and the operator is performed. In doing so, there is no need for the customer to present identification documents.

As shown in FIG. 10, the scanner 104 includes a housing 141 and a CCD (Charge Coupled Device).
A camera 142, transparent plates 145F and 145B, and a transparent plate driving unit 146 may be provided.

In the scanner 104 shown in FIG. 10, a window for inserting the transparent plates 145F and 145B is provided on the front surface of the housing 141. Inside the housing 141, a CCD camera 142 and a transparent plate driving unit 146 are provided. When the transparent plates 145F and 145B sandwiching the original are inserted from the front surface of the housing 141, the transparent plate driving unit 146 holds the inserted transparent plates 145F and 145B and the original.

Then, one side of the document is the CCD camera 1
When the transparent plates 145F and 145B are rotated so as to face the side of the document 42, the CCD camera 142 detects the completion of the rotation, and the surface of the original sandwiched between the transparent plates 145F and 145B that faces its own side. (I.e., generate an image signal representing an image of the surface).

When the CCD camera 142 completes the first image pickup, the transparent plate driving unit 146 causes the other side of the original to move to the CC direction.
The transparent plates 145F and 1 are directed to the side of the D camera 142.
45B is rotated, and the CCD camera 142 that has detected the completion of the rotation performs the second imaging. Then, the CCD camera 142 that has imaged each side of the original supplies the image signal generated as representing the image of each side of the original to the control unit 101.

The scanner 104 is different from the configuration shown in FIG. 10 in that the transparent plate driving section 146 is replaced with a second CCD.
A camera may be provided.

The second CCD camera is provided inside the housing 141. When one surface of the document faces the CCD camera 142, the other surface of the document faces the second CCD camera. It is installed in such a position. The CCD camera 142 and the second CCD camera capture images of the respective surfaces of the document sandwiched between the transparent plates 145F and 145B substantially simultaneously or sequentially. Then, the CCD camera 142 and the second CCD camera that have taken images of each side of the document generate image signals generated as representing images of each side of the document,
It is supplied to the control unit 101.

The unmanned store terminal 1 may include a plurality of video cameras 102. When the operator terminals 23a to 23c start communication with the unmanned store terminal 1 including the plurality of video cameras 102, the operator terminals 23a to 23c transmit information specifying the video camera 102 to capture an image to the unmanned store terminal 1. It may be.

When the control unit 101 of the unmanned store terminal 1 that has received this information instructs the video camera 102 indicated by the information to capture an image, the operator who operates the operator terminals 23a to 23c is It is possible to arbitrarily switch the video camera 102 that captures an image of a customer.

[0159]

As described above, according to the present invention, a data exchange system and a data exchange method for providing a wide range of detailed information to an interlocutor without directly meeting the user are realized. Further, according to the present invention, an image processing apparatus and an image processing method capable of transmitting an image with high resolution when it is necessary to grasp details of an image are realized. According to the present invention, an audio processing device and an audio processing method for transmitting audio data with little delay between interlocutors are also realized. According to the invention,
A form reading device that reads an image of each side of a form such as a certificate at a high speed is also realized.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a physical configuration of a counter operation system according to an embodiment of the present invention.

FIG. 2 is a block diagram illustrating a physical configuration of an unmanned store terminal.

FIG. 3 is a diagram schematically illustrating a configuration of a scanner.

FIG. 4 is a block diagram showing a physical configuration of an operator terminal.

FIG. 5 is a block diagram showing a physical configuration of a specialized terminal.

FIG. 6 is a flowchart illustrating a process of an interaction between a customer and an operator.

FIG. 7 is a flowchart illustrating a process of creating audio feature information.

FIG. 8 is a flowchart showing processing of a transaction between a customer and an operator.

FIG. 9 is a flowchart illustrating a process of a dialogue between a customer and an expert.

FIG. 10 is a diagram schematically illustrating a configuration of a modified example of a scanner.

[Explanation of symbols]

 1 Unmanned store terminal 101, 231, 321 Control unit 102, 232, 322 Video camera 103, 233, 323 Image processing unit 104 Scanner 105, 234, 324 Microphone 106, 235, 325 Speaker 107, 236, 326 Audio processing unit 108, 237, 327 Input device 109, 238, 328 Display 110 Printer 111, 24, 33 Terminal adapter 141, 141F Housing 141B Upper cover 142F, 142B Optical sensor 143F, 143B Sensor driving unit 144F, 144B Screen 142 CCD camera 145F, 145B Transparent Board 146 Transparent board drive unit 2 Centralized center 21, 31 Communication server 22 Data server 23a to 23c Operator terminal 3 Expert center 32a to 32c Another terminal

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Keiichi Misuna 3-3-3 Toyosu, Koto-ku, Tokyo NTT Data Corporation (72) Inventor Yasuhiro Shimizu Toyosu Toyosu, Koto-ku, Tokyo Chome No.3-3 in NTT Data Corporation

Claims (21)

[Claims] 1. An image data creating means comprising: first, second and third data exchange means, wherein each of said data exchange means is means for creating image data representing an image of an operator operating each one; Sound data creation means for creating sound data representing the voice of the operator, and a reproduction means for reproducing the image and sound represented by the image data and the sound data supplied from another data exchange means, The first data exchange means includes means for supplying a notification requesting data exchange with the third data exchange means to the second data exchange means, wherein the second data exchange means comprises: In response to the notification supplied from the first data exchange unit, an address indicating the first data exchange unit is given to the third data exchange unit that is to exchange data with the first data exchange unit. The third data exchange means includes an address indicating the self, the image data created by the image data creation means included in the third data exchange means, and the audio data created by the audio data creation means. Means for supplying to the first data exchange means indicated by the address notified from the data exchange means, wherein the first data exchange means further comprises image data created by the image data creation means provided therein, and A data exchange system, comprising: means for supplying the audio data created by the audio data creation means to the third data exchange means indicated by the address notified from the third data exchange means. 2. The system according to claim 1, wherein said second data exchange means specifies an operator who operates said first data exchange means based on said image data and said audio data supplied from said first data exchange means. The data exchange system according to claim 1, further comprising: 3. The first data exchange means further supplies the image data created by the image data creation means and the audio data created by the audio data creation means provided to the first data exchange means to the second data exchange means. The second data exchange means comprises a router and a plurality of terminals, wherein each of the terminals of the second data exchange means has the image data creation means, the audio data creation means, , The reproduction means; and the router of the second data exchange means, wherein, from among the terminals of the second data exchange means, image data supplied from the first data exchange means; Distribution determining means for determining the terminal from which audio data is to be obtained; and image data and audio data supplied from the first data exchange means to the terminal determined by the distribution determining means. Means for supplying the image data created by the image data creation means and the audio data created by the audio data creation means provided to each data exchange means to the first data exchange means. The data exchange system according to claim 1 or 2, comprising: 4. The third data exchange means includes: a router;
A plurality of terminals, the first data exchange means comprises means for notifying the second data exchange means of a condition to be satisfied by the third data exchange means for exchanging data with itself, The second data exchange means specifies one of the terminals of the third data exchange means that meets the condition notified from the first data exchange means, and indicates the specified terminal. A terminal designating unit that supplies data to the third data exchange unit, wherein each of the terminals of the third data exchange unit includes the image data creation unit, the audio data creation unit, the playback unit, The router of the third data exchange means obtains the data supplied from the terminal designation means, and transmits the data supplied from the first data exchange means to the terminal indicated by the data. Means for supplying data and audio data, and the image data created by the image data creation means and the audio data created by the audio data creation means included in each of the terminals of the third data exchange means, 4. The data exchange system according to claim 1, further comprising: means for supplying the data exchange means. 5. The second and third data exchange means further comprises means for mutually supplying image data created by the image data creation means and audio data created by the audio data creation means. The data exchange system according to any one of claims 1 to 4, wherein: 6. The voice data generating means of each of the data exchanging means includes component extracting means for generating the voice data representing the amplitude of a component of a predetermined frequency in the voice of each of the operators. The reproducing means of the exchange means comprises means for reproducing a sound representing a superposition of an AC signal having the amplitude and the predetermined frequency represented by the sound data and the AC signal having the predetermined frequency as the sound represented by the sound data. The data exchange system according to any one of claims 1 to 5, wherein 7. The image data creating means of the first data exchange means, wherein the ratio of the amount of data to the time required for reproducing the moving image is a density of the image data representing the moving image. Means for creating the image data substantially equal to the value indicated by the designation information, wherein the second data exchange means comprises means for supplying the density designation information to the first data exchange means. The data exchange system according to any one of claims 1 to 6, wherein: 8. The first data exchange means includes form reading means for creating form image data representing an image of a form and supplying the image data to the second data exchange means. 8. The data exchange system according to claim 1, further comprising: a form display unit configured to display an image represented by the form image data supplied from the first data exchange unit. 9. 9. The form reading means includes means for scanning the front and back surfaces of the form substantially simultaneously to create the form image data representing the scanned images of the front and back sides of the form. 9. The data exchange system according to claim 8, wherein: 10. The form reading means captures an image of each side of the form by sequentially capturing an image of a side of the form facing the self, and takes the captured image. 9. An image pickup means for creating the form image data to be represented, and a form moving means for sequentially moving the form so that each side of the form sequentially faces the image pickup means. A data exchange system according to item 1. 11. The form reading means is provided so as to face each surface of the form, and picks up an image of a surface of the form facing the self and represents the picked-up image. The data exchange system according to claim 8, further comprising an imaging unit that creates the form image data. 12. A component extracting means for creating voice feature data representing an amplitude of a component of a predetermined frequency in a voice of an operator; acquiring the voice feature data; And a reproducing unit that reproduces, as the audio represented by the audio feature data, audio representing an AC signal having a predetermined frequency superimposed on each other. 13. An image data generating means for generating image data representing a moving image, wherein a ratio of a data amount to a time required for reproducing the moving image is substantially equal to a value indicated by the density designation information supplied thereto. An image processing apparatus, comprising: density specifying means for supplying the density specifying information to the image data generating means. 14. A form reading apparatus for creating form image data representing an image of a form, comprising: means for scanning one surface of the form and creating the form image data representing an image of the surface; Means for scanning the other side of the form substantially simultaneously with the scanning of the one side of the form, and creating the form image data representing an image of the form. Form reader. 15. A form reading apparatus for creating form image data representing an image of a form, wherein each of the forms is individually imaged by sequentially taking an image of a side of the form facing the self. An imaging unit that captures an image of a surface and creates the form image data representing the captured image; and a form moving unit that sequentially moves the form so that each surface of the form sequentially faces the imaging unit. A form reading device, comprising: 16. A method according to claim 16, further comprising a first, a second, and a third data exchange step, wherein each of the data exchange steps includes an image data creation step of creating image data representing an image of an operator operating the user. An audio data creation step of creating audio data representing the voice of the operator, and a playback step of playing back the image and audio represented by the image data and the audio data supplied from the other data exchange step, The first data exchange step comprises the step of providing the second data exchange step with a notification requesting data exchange with the third data exchange step, wherein the second data exchange step comprises: Responsive to the notification provided from the first data exchange step,
Notifying an address indicating the first data exchange step to the third data exchange step in which data exchange with the data exchange step is to be performed, wherein the third data exchange step includes an address indicating itself. Supplying the image data created by the image data creating step and the audio data created by the audio data creating step to the first data exchange step indicated by the address notified from the second data exchange step. The first data exchange step further comprises the step of notifying the image data created by the image data creation step and the audio data created by the audio data creation step included in the first data exchange step from the third data exchange step. Supplying to the third data exchange step indicated by the assigned address Provided, the data exchange wherein the. 17. A component extracting step of creating voice feature data representing an amplitude of a component of a predetermined frequency in a voice of an operator; acquiring the voice feature data; A reproduction step of reproducing, as the audio represented by the audio feature data, audio representing an AC signal having a predetermined frequency superimposed on each other. 18. An image data generating step of generating image data representing a moving image, wherein a ratio of a data amount to a time required for reproducing the moving image is substantially equal to a value indicated by density designation information supplied thereto. A density specifying step of supplying the density specifying information to the image data creating step. 19. An operation for causing first, second and third computers connected to each other to function as first, second and third data exchange means, and operating each of said data exchange means to operate itself. Image data creating means for creating image data representing the image of the operator, voice data creating means for creating voice data representing the voice of each operator, and the image data supplied from another data exchange means and Functioning as reproducing means for reproducing the image and sound represented by the audio data; requesting the first data exchange means to perform data exchange with the third data exchange means to the second data exchange means; The second data exchange means responds to the notification supplied from the first data exchange means to transmit data to and from the first data exchange means. Causing the third data exchange means to be exchanged to function as a means for notifying an address indicating the first data exchange means, wherein the third data exchange means has an address indicating itself, and the image provided therein. The image data created by the data creation unit and the audio data created by the audio data creation unit function as means for supplying the first data exchange unit indicated by the address notified from the second data exchange unit, The first data exchange unit further includes the image data created by the image data creation unit and the audio data created by the audio data creation unit provided by the address indicated by the third data exchange unit. A computer-readable recording recording a program for functioning as a means for supplying to the third data exchange means Body. 20. A computer, comprising: component extraction means for generating voice feature data representing an amplitude of a component of a predetermined frequency in a voice of an operator; acquiring the voice feature data; and displaying the acquired voice feature data. A reproducing unit that reproduces an audio representing an AC signal having an amplitude and the predetermined frequency superimposed on each other as the audio represented by the audio feature data; and a computer-readable recording medium storing a program for causing the audio function to function as . 21. An image data generating apparatus for generating image data representing a moving image, wherein a ratio of a data amount to a time required for reproducing the moving image is substantially equal to a value indicated by density designation information supplied to the computer. Means for supplying density specifying information to the image data creating means; and a computer-readable recording medium recording a program for causing the image data to function as means.