JP2000132597A - Sticking and display method for staff call button - Google Patents

Abstract

PROBLEM TO BE SOLVED: To avoid sush a situation that a customer is unreasonably kept waiting or the staffs are unnecessarily called by providing a means which displays a staff call button on a customer terminal screen and a means which gives a staff connection request to a server when the staff call button is selected. SOLUTION: When a screen is selected for the investment information supply service together with the remote investment consultation service of the staff, a staff call button sticking device 13 communicates with a connection manager 32 to grasp a staff idle state and sticks a staff call button onto an investment information supply service screen to display it on a browser 11 according the staff idle state. When a customer selects the staff call button, a connection manager 14 transmits a staff call request to the manager 32 of a kiosk server 3. The manager 32 transmits a connection request to an idle staffer to connect the request to a kiosk terminal 1, i.g., a caller, and a connection manager 21 of each staff terminal 2 displays a connection request on the screen of the terminal 2.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] 1. Field of the Invention [0002] The present invention relates to a method of pasting and displaying a staff call button in a remote interactive system using a kiosk terminal installed in a financial institution or a convenience store.

[0002]

2. Description of the Related Art In recent years, a remote consultation system has been proposed which aims at improving customer service by increasing the number of service bases and reducing business costs by effectively utilizing staff. In this system, customer terminals and staff terminals are connected via a communication line, and staff consultations and procedures are realized. An indispensable function here is a staff calling function. This is a function of assigning a staff terminal to be used by an appropriate staff member in response to a staff call request from the customer terminal by the customer.

According to Japanese Patent Application Laid-Open No. Hei 7-347216, entitled "Connection Management Method", which is a method of grasping the needs of a customer based on the information browsing history of the customer and assigning an appropriate staff member, the customer can view the page of the hypertext type guidance device. It describes that by receiving a description of the service by tracing, it is possible to determine the staff terminal to be connected for consultation, so that there is no need to place a reception, and connection management can be performed at low cost.

[0004]

As a practical operation form of a remote dialogue system using a kiosk terminal, a staff terminal device operated by a staff member for consultation and one or more customers use it at the time of consultation. A system configuration in which one or more kiosk terminal devices are connected via a network is conceivable. The following problems occur when the remote dialogue system having such a configuration is installed in a public space such as a convenience store and the above-described connection management method is used to provide the above-described staff calling service.

[0005] (1) Even if all staff members suitable for the customer's needs are not available, the customer is waited unnecessarily because the staff call menu is not selected but it is not known that no staff members are available.

[0006] (2) In public spaces, staff members may be called out due to mischief of children or the like, which may hinder work.

An object of the present invention is to solve the above problems in a remote interactive system using a kiosk terminal operated by a customer himself / herself installed in a public space, and (1) to prevent the customer from waiting unnecessarily (2) ), To provide a staff call button pasting display method in which staff members are not called more than necessary.

[0008]

In order to achieve the above object, the present invention manages one or a plurality of customer terminals, one or a plurality of staff terminals, and information handled by the terminals and manages the customer terminals and staff terminals. A computer system in which a server for managing the connection of the customer is connected via a network and has means for allowing the operator and the customer to have a real-time remote conversation by means such as voice or chat. Means for grasping the situation and displaying a customer attribute button obtained from information input by the customer and a staff call button corresponding to the vacancy state on the customer terminal screen; A means for issuing a connection request is provided.

[0009]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A first embodiment of the present invention will be described below with reference to the drawings.

In the present embodiment, an example of a remote dialogue system using a kiosk terminal installed in a financial institution, a convenience store, or the like is used. Here, the customer operates the kiosk terminal, inserts a membership card (including a cash card) such as a magnetic card or an IC card into the kiosk terminal, receives information provision such as an investment information service, and further displays on the screen. It is assumed that a staff call button is selected to receive a manned service such as investment consultation by a remote staff located at a call center or the like. Although it is assumed that one staff member can handle one customer at the same time, two or more staff members and customers may be used as a whole system.

FIG. 1 shows a configuration diagram of a remote dialogue system according to this embodiment. One or more kiosk terminals 1 and 1
One or more staff terminals 2 and the kiosk server 3 are connected via a network. Kiosk terminal 1
Comprises a display with a touch panel and a receiver as hardware, and a browser 11 as software.
And voice dialogue processing 12, staff call button attaching processing 13, connection management (kiosk side) processing 14, and screen synchronization (kiosk side) processing 15. The staff terminal 2 includes a keyboard, a mouse, a display, and a receiver as hardware, and includes a browser 11, a voice interaction process 12, a connection management (staff side) process 21, and a screen synchronization (staff side) process 22 as software. ing. The kiosk server 3 includes a WWW server program 31 and connection management (server side) processing 32 as software.

(1) When a staff member logs in to the kiosk server 3 from the staff terminal 2, the connection management (server side) 32 registers as a free staff member.

(2) The customer inserts the membership card into the kiosk terminal 1 and operates the browser 11 on the touch panel,
When browsing the information downloaded from the WWW server program 31 and selecting the investment information providing service screen with the remote investment consultation service by the staff, the staff call button paste 13 communicates with the connection management (server side) 32. Then, the vacancy status of the staff is grasped, and a staff call button corresponding to the vacancy status is pasted on the investment information providing service screen and displayed on the browser 11.

(3) When the customer selects the staff call button, the connection management (on the kiosk side) 14 sets the kiosk server 3
A connection management (server side) 32 transmits a staff call request to the connection management (server side) 32, and the connection management (server side) 32 transmits a connection request to the kiosk terminal 1 as a calling source to the vacant staff, and The connection management (staff side) 21 displays a connection request on the screen of the staff terminal 2.

(4-1) When one of the vacant staff members accepts the connection request, the connection management (staff side) 21 transmits the connection request to the connection management (server side) 32.

(4-2), connection management (server side) 32
Transmits the information (IP address, telephone number) of the caller kiosk terminal 1 to the connection management (employee side) 21.

(4-3) The connection management (the staff side) 21
The communication with the call source kiosk terminal 1 is connected, and a telephone call is made.

(5) When the staff member selects the screen synchronization menu, the screen synchronization mode is set. When the staff member changes the screen display of the browser 11, the screen synchronization (the staff member) 22 synchronizes the URL of the changed screen display with the screen synchronization. (The kiosk side) 15 and the screen synchronization (the kiosk side) 15 is the kiosk terminal 1
Of the received URL is displayed on the browser 11 of the browser.

(6-1) When the staff member selects the disconnection menu, the connection management (staff side) 21 transmits a connection cancellation request to the connection management (server side) 14.

(6-2), the connection management (staff side) 21 releases the communication connection with the kiosk terminal 1 and the telephone connection.

(7) When the staff member selects the logout menu, the connection management (staff side) 21 sends a logout request to the connection management (server side) 32, and the connection management (server side) 32 becomes available when the staff member becomes vacant. Cancel registration as an employee.

FIG. 2 shows a business flow assumed in the first embodiment, and the processing of each step will be described in detail.

In step 201, a staff member participating in the remote dialogue service logs in to the kiosk server 3 from the staff terminal 2. Here, the flow of the login processing of the staff terminal between the staff terminal and the kiosk server is shown in FIG.

In step 301, the staff member selects a login menu.

FIG. 4 shows an example of a display screen of the staff terminal 2.
An area 401 indicates the browser 11 on which the “money & market news” content is displayed. An area 402 indicates a GUI of the remote dialogue system, and includes a login button for the server (area 403), a logout button for the server (area 404), a disconnection button for telephone and communication (area 405), and a screen synchronization start button. (Area 406) and a screen synchronization end button (area 407). In step 301,
The staff member clicks the login button with the mouse.

In step 302, connection management (the staff side)
The process 21 transmits a login message to the connection management (server side) 32, and ends the process.

In step 311, the connection management (server side) process 32 receives a login message from the connection management (employee side) process 21.

In step 312, the connection management (server side) process 32 registers the terminal used by the staff as a vacant staff terminal in the vacant staff database, and terminates the process.

FIG. 5 shows an example of the vacant staff database.
Five staff terminals are available. For example, the staff is Yoji Taniguchi and the staff terminal whose IP address is 133.133.1.11311 is registered as a free staff terminal. The field of the database is not limited to the IP address, and may be any field that can specify the staff terminal.

In step 202, the staff call button attaching process 13 of the kiosk terminal 1 performs a staff call button attaching process on the kiosk terminal display.

Here, FIG. 6 shows a flow of the process of attaching the staff call button to the display of the kiosk terminal performed in cooperation between the staff terminal and the kiosk server.

In step 601, a user (customer) inserts a membership card (including a cash card) such as a magnetic card or an IC card into the kiosk terminal 1 to receive information such as an investment information service. Select content with button. Here, “contents with a staff call button” indicates contents for which it is determined that the staff call button should be pasted by the intention of the content creator.

In step 602, the staff call button pasting process 13 determines the customer attribute acquired from the member card or the like inserted by the customer. In step 603, if the staff call button can be pasted, the process proceeds to step 604; If so, proceed to step 609.

In step 604, the staff call button attaching process 13 sends a connection availability (server side) process 32 a staff vacancy status acquisition request message.

In step 610, the connection management (server side) process 32 receives a staff availability button acquisition request message from the staff call button attaching process 13.

In step 611, the connection management (server side) process 32 refers to the vacant staff database to acquire the vacant staff status.

In step 612, the connection management (server side) process 32 transmits a staff vacancy status message to the staff call button attaching process 13 and ends.

In step 605, the staff call button attaching process 13 receives a staff vacancy status message from the connection management (server side) process 32.

In step 606, the staff call button attaching process 13 determines the number of available staff members. If the number is zero, the process proceeds to step 609. If one or two people, the process proceeds to step 608. If the number is three or more, the process proceeds to step 607. .

In step 607, the staff call button pasting process 13 pastes a button containing the characters "I can talk directly with staff" to the content.

In step 608, the staff call button pasting process 13 pastes a button containing the characters "there are few available staff" to the content.

In step 609, the staff call button attaching process 13 displays the content (including the one with the button attached) on the screen of the kiosk terminal 1, and ends the process.

FIG. 7 shows an example of a staff call button pasting display of the kiosk terminal 1. In FIG. 7A, the area 70
Numeral 1 indicates “money & market news” content, and area 702 indicates a state in which a “can interact directly with staff” button is pasted and displayed on the content. In FIG. 7B, an area 703 includes
The button "available and few staff members" is displayed in a state of being pasted and displayed on the content.

In step 203, the user (customer) performs a staff call request process from the kiosk terminal.

Here, the kiosk terminal—the kiosk server—
FIG. 8 shows a flow of the staff call request process performed in cooperation between the staff terminals.

At step 801, the user (customer) operates the touch panel to select a staff call button pasted on the content displayed on the screen of the kiosk terminal 1.

In step 802, the connection management (kiosk side) process 14 sends a staff call message to the connection management (server side) process 32.

In step 811, the connection management (server side) process 32 receives the staff call message from the connection management (kiosk side) process 14.

In step 812, reference is made to the vacant staff database, and if it is one or more, the process proceeds to step 813;

At step 813, the connection management (server side) process 32 transmits a call request notification to the connection management (staff side) process 21 of the vacant staff terminal.

At step 821, connection management (the staff side)
Process 21 receives the call request notification from connection management (server side) process 32.

At step 822, connection management (the staff side)
The process 21 displays information on the caller kiosk terminal user (customer) and a button for accepting the connection on the screen of the staff terminal 2 and ends the process.

FIG. 10 shows an example of displaying caller kiosk terminal user information on the screen of the staff terminal 2. Area 1001
Indicates caller kiosk terminal user information, and area 1002 indicates a button for accepting connection.

In step 814, the connection management (server side) process 32 transmits an available status message to the connection management (kiosk side) process 14, and the process ends.

In step 803, the connection management (kiosk side) process 14 receives an available status message from the connection management (server side) process 32.

In step 804, the connection management (kiosk side) process 14 displays an empty status message on the screen of the kiosk terminal 1 and ends the process.

FIG. 9 shows an example of displaying a vacancy status message. (A) is when there are vacant staff, (b)
Is when no vacant staff was available.

In step 204, connection acceptance processing for a call request from the staff is performed.

Here, the flow of the connection acceptance processing by the staff member performed in cooperation between the staff terminal and the kiosk server is shown in FIG.
It is shown in FIG.

At step 1101, the staff member selects the connection acceptance menu by clicking the connection acceptance button in the caller kiosk terminal user information display shown in FIG. 10 with the mouse.

In step 1102, the connection management (staff side) process 21 transmits a connection acceptance message to the connection management (server side) process 32.

In step 1111, the connection management (server side) process 32 receives a connection acceptance message from the connection management (staff side) process 21.

In step 1112, the connection management (server side) process 32 refers to the kiosk terminal information database and acquires information on the calling kiosk terminal.

FIG. 12 shows an example of the kiosk terminal information database. For example, the kiosk terminal installed in the Osaka branch is IP
The address is 103.133.1.11311, and the telephone number is registered as 06-111-1211.
The fields of the database are not limited to IP addresses and telephone numbers, and may be any fields that can specify a kiosk terminal.

At step 1113, the connection management (server side) process 32 transmits the information of the calling kiosk terminal to the connection management (staff side) process 21.

In step 1114, the connection management (server side) process 32 transmits a call request acceptance notification to the connection management (employee side) process 21 of the vacant staff terminal other than the call request acceptance terminal, and ends the process.

In step 1103, the connection management (staff side) process 21 of the call request receiving terminal receives the call source kiosk terminal information message from the connection management (server side) process 32.

In step 1104, the connection management (staff side) process 21 of the call request receiving terminal makes a communication connection with the calling kiosk terminal and makes a telephone call, and ends the process.

In step 205, after the user (customer) of the calling kiosk terminal receives the handset, the staff starts the remote interaction processing.

FIG. 13 shows the flow of the remote interaction processing between the staff terminal and the kiosk terminal.

In step 1301, the staff selects the menu by clicking the screen synchronization start button 406 shown in FIG. 4 with the mouse.

In step 1302, the screen display change command of the browser 401 displaying the content shown in FIG. 4 (by clicking an anchor or button in the content or clicking the back button of the browser 11) is executed. To change the content to be displayed.

In step 1303, the screen synchronization (staff side) process 22 obtains the URL and file name of the content after the change, transmits it to the screen synchronization (kiosk side) process 15, and ends the process.

In step 1311, the screen synchronization (kiosk side) process 15 receives the URL and file name of the display content from the screen synchronization (staff side) process 1311.

In step 1312, the browser 11 requests the browser 11 to display the contents of the URL and the file name received by the screen synchronization (kiosk side) process 15.

In step 1313, the content is displayed on the browser 11 on the screen of the kiosk terminal 1, and the process ends.

In step 206, the staff member disconnects from the calling kiosk terminal when the remote conversation is completed.

FIG. 14 shows the flow of the disconnection process between the staff terminal and the kiosk server.

At step 1401, the staff member selects the menu by clicking the disconnection button 405 shown in FIG. 4 with the mouse.

At step 1402, the connection management (staff side) process 21 sends a connection release message to the connection management (server side) process 32.

At step 1403, the connection management (staff side) processing 21 releases the communication connection and telephone connection with the connection destination kiosk terminal 1, and ends the processing.

At step 1411, the connection management (server side) process 32 receives a connection release message from the connection management (staff side) process 21.

In step 1412, the connection management (server side) process 32 registers the staff terminal in the staff availability database and ends the process.

At step 207, the staff who leaves the remote dialogue service logs out of the kiosk server 3.

Here, FIG. 15 shows a flow of the logout processing of the staff terminal between the staff terminal and the kiosk server.

In step 1501, a staff member who has left the remote dialogue service clicks the logout button 404 shown in FIG. 4 with a mouse to select a menu.

In step 1502, the connection management (staff side) process 21 transmits a logout message to the connection management (server side) process 32, and the process ends.

In step 1511, the connection management (server side) process 32 receives a logout message from the connection management (staff side) process 21.

At step 1512, the connection management (server side) process 32 deletes the staff terminal from the free staff database and ends the process.

With the above system configuration, the customer can grasp the availability of the staff before selecting the staff call menu, so that the customer is not waited unnecessarily. Further, even when the system is operated in a public space, a child without a membership card does not display the staff call button, so that the staff is not called more than necessary.

[0091]

(1) Since the customer can know the availability of the staff before selecting the staff calling menu, the customer is not left unnecessarily waiting.

(2) Even if the present system is operated in a public space, no staff call button is displayed for a child who does not have a membership card, so that the staff is not called more than necessary.

[Brief description of the drawings]

FIG. 1 is a configuration diagram of a remote dialogue system according to an embodiment.

FIG. 2 is a business flowchart assumed in the first embodiment.

FIG. 3 is a flowchart of a login process of a staff terminal between a staff terminal and a kiosk server.

FIG. 4 is a display screen of a staff terminal.

FIG. 5 is a diagram showing an example of an empty staff database.

FIG. 6 is a flowchart of a staff call button attaching process to a kiosk terminal display performed in cooperation between a staff terminal and a kiosk server.

FIG. 7 is a diagram illustrating an example of a staff call button pasting display of the kiosk terminal.

FIGS. 8A and 8B are flowcharts of a staff call request process performed in cooperation between a kiosk terminal, a kiosk server, and a staff terminal.

FIG. 9 is a diagram illustrating an example of displaying a vacancy status message.

FIGS. 10A and 10B are diagrams showing examples of displaying caller kiosk terminal user information on the screen of a staff terminal.

FIG. 11 is a flowchart of a connection acceptance process by a staff member performed in cooperation between a staff terminal and a kiosk server.

FIG. 12 is a diagram illustrating an example of a kiosk terminal information database.

FIG. 13 is a flowchart of a remote interaction process between a staff terminal and a kiosk terminal.

FIG. 14 is a flowchart of a disconnection process between a staff terminal and a kiosk server.

FIG. 15 is a flowchart of a logout process of the staff terminal between the staff terminal and the kiosk server.

[Explanation of symbols]

1 ... kiosk terminal, 2 ... staff terminal, 3 ... kiosk server.

 ────────────────────────────────────────────────── ─── Continuing from the front page (72) Inventor Hirotaka Mizuno 1099 Ozenji Temple, Aso-ku, Kawasaki City, Kanagawa Prefecture F-term in the Hitachi, Ltd. System Development Laboratory 5B049 AA01 BB46 BB47 CC03 DD01 DD03 DD04 EE05 EE23 FF03 FF04 FF06 GG04 GG07 5B055 BB00 CC00 EE02 EE03 EE04 EE21 EE27 FA05 FA08 FB03 HA02 HB07 KK01 KK05 KK19 MM01 MM11 PA00 PA02 PA05 PA11 PA22 PA34 PA36 5B089 GA23 GB03 GB04 GB09 JA03 JB02 JB05 KA01 KC23 K47K13LBC47

Claims (1)

[Claims] An operator is connected via a network to one or a plurality of customer terminals, one or a plurality of staff terminals, and a server for managing information handled by the terminals and managing a connection between the customer terminals and the staff terminals. In a computer system having means for real-time remote dialogue between the customer and the means by voice or chat, the customer terminal,
Means for grasping the availability of staff from the server, displaying a customer attribute obtained from the information input by the customer and a staff call button corresponding to the availability on the customer terminal screen, and selecting the call button when the call button is selected. And a means for issuing a staff connection request to the server.