JP2002074006A - Customer receiving system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To shorten the time required for a procedure in a window and enhance efficiency in window work by finishing confirmation of business of a customer, writing to a procedure document adapted to the business, and identity certification of the customer, prior to conducting the procedure in the window. SOLUTION: This customer reception system is composed of a reception terminal 11, in which the customer 15 inputs a business and identity certification information; a window terminal 12 publishing the procedure document adapted to the business, in which private information of the customer 15 is written; a customer data base 14, in which the identity certification information and the private information of the customer 15 are previously stored; and a terminal control server 13 for retrieving the private information stored in the custom data base 14 by using the identity certification information inputted in the reception terminal 11 as a retrieval key, transmitting the private information retrieved to the window terminal 12, and publishing the procedure document.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer reception system.

[0002]

2. Description of the Related Art Conventionally, customers who visit a post office, a bank, or any other store performing a counter business first receive a numbered ticket with a receipt number, and then sit in a waiting seat. Thus, the process stands by until the reception number is called. Then, when the reception number is called, the user goes to a designated window, is received at the window, and performs various procedures.

[0003] In this way, the customer can sit in a waiting seat and wait for a turn without forming a line in front of the window, so that the customer does not feel tired. In addition, when the number of people waiting for a turn, the reception number being received at the window, and the like are displayed on the display device, the customer can predict the waiting time to some extent, so that the customer does not feel mental stress.

[0004] On the other hand, the staff at the counter does not ask the customer for the waiting time, so that he / she can concentrate on the task, thereby improving the efficiency of the counter.

[0005]

However, in the above-mentioned conventional system, the procedure is started after the customer is accepted at the counter, so that the customer's business can be confirmed,
It takes a long time to complete initial procedures in a series of procedures, such as filling in a procedure document conforming to the requirements and authenticating a customer.

[0006] Therefore, the time for responding to each customer at the counter becomes extremely long, and as a result, the waiting time of the customers waiting in turn becomes long. And
The efficiency of window operations cannot be so high.

[0007] Further, in order to allow the customer to complete the procedure documents in advance during the waiting time, a plurality of procedure documents, writing tools, and the like are provided around a window or a waiting seat. Even if a table or the like is arranged, the items and fields to be filled in are difficult for a customer unfamiliar with the business to understand or may differ for each of the procedure documents. Rarely do you go to the counter after you have completed all the procedures.

The present invention solves the above-mentioned conventional problems,
Before proceeding at the counter, check the customer's requirements, fill out the procedure documents that conform to the requirements, complete the customer identification, shorten the time required for the procedures at the counter, and improve the efficiency of the counter operations. An object is to provide a customer reception system that can be improved.

[0009]

For this purpose, in the customer reception system of the present invention, a reception terminal for the customer to input the business and personal identification information is adapted to the business in which the personal information of the customer is described. The contact terminal that issues the procedural documents, the customer database in which the personal identification information and the personal information of the customer are stored in advance, and the reception terminal, the contact terminal and the customer database are communicably connected to each other and input to the reception terminal. And a terminal management server for searching for personal information stored in the customer database using the personal identification information as a search key, transmitting the searched personal information to the counter terminal, and issuing the procedure document.

[0010]

Embodiments of the present invention will be described below in detail with reference to the drawings.

FIG. 1 is a conceptual diagram of a customer reception system according to a first embodiment of the present invention, and FIG. 2 is a diagram showing an operation of the customer reception system according to the first embodiment of the present invention.

In the present embodiment, reference numeral 10 denotes a customer reception system, which is a reception terminal 11-1 to 11-n and a counter terminal 12-1 to 12 which are provided in a store that performs a counter business.
-N. Here, n is a natural number.

The stores are, for example, post offices, banks,
It is a branch or branch office of a financial institution such as a shinkin bank.
Agents such as travel agencies and insurance agencies, department stores, supermarkets and other stores, medical institutions such as pharmacies and hospitals, and public institutions such as city halls and town halls, etc. Alternatively, any form may be used as long as it is provided free of charge.

[0014] In addition, one or more windows are provided in the store, and customers 15-1 to 15-n and responsible persons 16-1 to 16- 16 are assigned.
The customer 15-n usually provides, in a face-to-face state, the provision of goods and services such as the transfer of procedure documents and consultation.
This is a place for performing procedures for providing the items 1 to 15-n, transferring goods, payments, and the like. Note that, as described above, n is a natural number.

Here, the customers 15-1 to 15-n are:
At the window, an individual who applies for payment or free provision of goods and services.For example, if the store is a branch or branch office of a financial institution, a depositor who requests deposits, withdrawals, etc. An institution is a patient who receives diagnosis and treatment, and a public institution is a resident who pays taxes and performs family register procedures.

Further, the charge 16-1 to 16-n is a staff member who performs the business of the store, and is a person who responds to the customers 15-1 to 15-n at the counter.

Then, one or more reception terminals 11
It is desirable that -1 to 11-n are arranged in a place away from the window in the shop, for example, around the entrance of the shop or around a waiting seat, but may be arranged in any place. Here, the reception terminals 11-1 to 11-n are:
It has arithmetic means, storage means, communication interface, display means, normal information input means, personal identification information input means, etc., and is a general-purpose small computer such as a personal computer with necessary peripheral equipment attached. However, it is desirable that the terminal device is a dedicated terminal device.

The receiving terminals 11-1 to 11-n
Is communicably connected to a terminal management server 13 described later via a wireless or wired line. The line may be a dedicated line, a public line such as a telephone line, or may be via a network such as a LAN or the Internet.

The display means of the reception terminals 11-1 to 11-n is a display means such as a CRT, a liquid crystal display panel, and an LED panel. Further, a printing unit that prints all or a part of the content displayed on the display unit, other necessary information, records, and the like on a medium such as paper is provided by the reception terminals 11-1 to 11
−n.

Further, the reception terminals 11-1 to 11-n
The normal information input means is a means for inputting characters, symbols, numbers, etc. and selecting items, and arranges dedicated buttons and switches even with a general-purpose keyboard, mouse, joystick, etc. Although it may be a touch panel, it is desirable that the touch panel be capable of selectively inputting the displayed characters, symbols, numbers, items, and the like by touching it with a finger. When the normal information input means is a touch panel, it can also be used as the display means.

The personal identification information input means of the reception terminals 11-1 to 11-n in the present embodiment is a voiceprint recognition means, and includes a microphone, a voiceprint analysis means and the like. The voiceprint analysis unit is a unit that analyzes a human voice waveform and extracts features on the voice waveform unique to each individual.
It may be formed of a dedicated semiconductor chip including a logic circuit or the like, and may also be configured to transfer software to the reception terminal 11-.
The program may be executed by the arithmetic means 1 to 11-n.

On the other hand, one or more contact terminals 12-
1-12-n is the charge 16-1 to 16-n of each window.
The customer is provided at a location where the staff can operate while responding to the customer at the counter. Here, the contact terminal 12-1
Reference numerals 12-n each include an arithmetic unit, a storage unit, a communication interface, a display unit, a normal information input unit, and the like, in which necessary peripheral devices are attached to a general-purpose small computer such as a personal computer. However, it is desirable that the terminal device is a dedicated terminal device.

The contact terminals 12-1 to 12-n
Is communicably connected to the terminal management server 13 via a wireless or wired line. The line may be a dedicated line, a public line such as a telephone line, or may be via a network such as a LAN or the Internet.

The display means of the counter terminals 12-1 to 12-n is a display means such as a CRT, a liquid crystal display panel, and an LED panel. Further, a printing unit for printing all or a part of the contents displayed on the display unit, other necessary information, records, etc. on a medium such as paper is provided by the contact terminals 12-1 to 12-12.
−n.

Further, the contact terminals 12-1 to 12-n
The normal information input means is a means that can input characters, symbols, numbers, etc. and select items, even if it is a general-purpose keyboard, mouse, joystick, etc., it is an arrangement of dedicated buttons and switches However, it is desirable that the touch panel be capable of selectively inputting displayed characters, symbols, numbers, items, and the like by touching the display with a finger. When the normal information input means is a touch panel, it can also be used as the display means.

13 is the customer reception system 1
0 terminal management server, which is a computer having an arithmetic unit, a storage unit, a communication interface, an input unit, a display unit, and the like. The terminal management server 13 may be a single terminal, or may be a distributed type comprising a plurality of servers. Even if the terminal management server 13 is provided in the store, the terminal management server 13 is provided in a place other than the store. Is also good.

Further, as described above, the terminal management server 13 is communicably connected to the reception terminals 11-1 to 11-n and the counter terminals 12-1 to 12-n via lines. In the case where there are a plurality of stores, the terminal management server 13 sets the reception terminals 11- in a plurality of stores.
It is preferable to connect to the terminal terminals 12-1 to 12-n. The terminal management server 13 controls the operations of the reception terminals 11-1 to 11-n and the window terminals 12-1 to 12-n, and also controls the reception terminals 11-1 to 11-n and the window. Data transmission / reception is performed with each of the terminals 12-1 to 12-n.

When receiving data from the receiving terminals 11-1 to 11-n, the terminal management server 13 assigns a receiving number, and assigns the receiving number to the receiving terminal 11-1.
To 11-n and the counter terminals 12-1 to 12-n.

A customer database 14 of the customer reception system 10 includes a magnetic disk, an optical disk,
The customer's personal information, which is composed of storage means such as a magneto-optical disk and is registered in advance and is a customer's personal identification information, such as a voice print, address, name, telephone number, and other information, is stored in a file for each customer.

Here, the customer database 14 is communicably connected to the terminal management server 13, and the terminal management server 13 accesses the customer database 14 and receives the reception terminals 11-1 to 11-n and Various kinds of information transmitted from the counter terminals 12-1 to 12-n are stored in the customer database 14, and various kinds of information are read out from the customer database 14, and the reception terminal 11-1
11-n and the contact terminals 12-1 to 12-n.

Then, the terminal management server 13 searches the personal information stored in the customer database 14 using the personal identification information input to the reception terminals 11-1 to 11-n as a search key. The personal information is transmitted to the counter terminals 12-1 to 12-n to issue a procedure document.

The customer database 14 may be an independent device separate from the terminal management server 13 or an integrated device with the terminal management server 13. 13 may be a part of the storage means. Further, a plurality of the customer databases 1
4 may be connected to a single terminal management server 13 for access, or a single customer database 14 may be connected to a plurality of terminal management servers 13 for access. The plurality of customer databases 14 may be connected to the plurality of terminal management servers 13 so as to be accessible.

Next, the operation of the customer reception system according to the present embodiment will be described.

FIG. 2 is a diagram showing the steps of the operation of the customer reception system according to the present embodiment.

First, the customer 15 who has come to the store inputs his / her business requirements, that is, the provision of the goods and services to be applied for at the counter through the normal information input means of the reception terminal 11. In this case, the display means of the reception terminal 11
It is preferable that a general one of the tasks is displayed, and the task is input by selecting a code, a number, or the like assigned to the displayed task. Further, when the display unit is a touch panel, it is desirable that the customer 15 be input by touching the frame indicating the displayed business by the customer 15.

Next, the customer 15 enters the reception terminal 11
The voice is input from the microphone of the voiceprint recognition means. In this case, it is desirable that the customer 15 reads a predetermined word or sentence in order to increase the accuracy of voiceprint identification. Then, the voiceprint analyzing means of the voiceprint recognizing means analyzes the input voice and creates voiceprint data.

Then, the accepting terminal 11 transmits the input message and voiceprint data to the terminal management server 13.

Subsequently, when the terminal management server 13 receives the message and the voiceprint data, the terminal management server 13
4 to search for a customer-specific file that stores the same voiceprint data as the voiceprint data. Then, the personal information stored in the file is extracted. That is, the terminal management server 13 searches for personal information of the customer using the voiceprint data as a search key.

Then, the retrieved personal information of the customer 15 is read from the customer database 14 and transmitted to the terminal management server 13.

Subsequently, the terminal management server 13 assigns a reception number and assigns the assigned reception number to the business information and the personal information of the customer 15.

Here, the reception number is assigned to the terminal management server 13 in the order in which the data and the voice print data are received. When connected to the counter terminal 12, the reception number is assigned independently for each store. Also, because the store is large and the number of counters is large, if the counters are divided into several groups and the business is performed, the reception number is assigned independently for each group. Is also good. For example, when a financial institution divides the contact points into a contact point for a depositing business, a contact point for a remittance operation, a contact point for a loan operation, etc., the contact points for the depositing operation, a contact point for the remittance operation, and a contact point for the lending operation are independently set. The reception numbers may be sequentially numbered.

The terminal management server 13 performs the same processing as described above with respect to the message and voiceprint data transmitted next from the reception terminal 11.

On the other hand, when the terminal management server 13 transmits the numbered reception number to the reception terminal 11, the reception terminal 11 prints the reception number on a medium such as paper by a printing unit, and Issued as Then, the customer 15 holds the issued number tag and waits until his turn comes.

Further, the terminal management server 13 sends one customer 15 at the window from one of the window terminals 12.
When the reception of the next customer 15 is received and a signal indicating that the reception of the next customer 15 is possible is received, the numbered reception number, the message corresponding to the reception number, and the searched personal information of the customer are stored in the reception device. It transmits to the counter terminal 12.

Subsequently, the counter terminal 12 selects the form of the procedural document conforming to the received message, and places the message and the personal information of the customer 15, for example, an address, in a predetermined portion of the form. , Name, telephone number, etc., and input. Then, the form is printed on a medium such as paper by a printing means and issued as a procedure document.

Then, after confirming the personal information, business, and the like of the customer 15 described in the issued procedure document, the person in charge 16 calls the customer 15 waiting,
We will respond at the counter. Meanwhile, the called customer 1
5 responds to the person in charge 16 at the counter and performs a predetermined procedure. As described above, in this embodiment, before responding to the customer 15 at the counter, confirmation of the business of the customer 15 is performed. Fill in the procedure documents suitable for the case, the customer 1
Since the personal authentication of No. 5 has been completed, the time required for the procedure at the counter can be shortened and the efficiency of the counter operation can be improved.

In addition, the customer 15 is connected to the reception terminal 11
It is not necessary to fill in complicated procedure documents because it is only necessary to input a message from the office, and the waiting time is shortened because the efficiency of the window operation is improved.

Next, the steps of the operation of the customer reception system according to this embodiment will be described. Step S1 The customer 15 inputs his / her own business from the normal information input means of the reception terminal 11. Step S2 The customer 15 inputs a voice from the microphone of the voiceprint recognition means of the reception terminal 11. Step S3: The reception terminal 11 creates voiceprint data, and stores the input message and voiceprint data in the terminal management server 1.
Send to 3. Step S4: The terminal management server 13 receives the input message and voiceprint data. Step S5: The terminal management server 13 accesses the customer database 14 and searches for personal information of the customer 15 using the voiceprint data as a search key. Step S6: The customer database 14 sends the personal information of the customer 15 to the terminal management server 13. Step S7: The terminal management server 13 assigns a reception number. Step S8: The terminal management server 13 transmits the numbered reception number to the reception terminal 11. Step S9: The reception terminal 11 issues a number tag. Step S10: The terminal management server 13 transmits the numbered reception number, the business corresponding to the reception number, and the file for each customer to the counter terminal 12. Step S11 The counter terminal 12 receives the numbered reception number,
Receives the message corresponding to the receipt number and the file for each customer. Step S12 The counter terminal 12 issues a procedure document. Step S13 The person in charge 16 obtains the procedure document. Step S14 The person in charge 16 checks the personal information of the customer 15. Step S15 The person in charge 16 checks the business of the customer 15. Step S16 The responsible person 16 calls the customer 15 and responds at the counter.

Next, a second embodiment of the present invention will be described. The description of the same components and operations as those of the first embodiment will be omitted.

FIG. 3 is a diagram showing steps of the operation of the customer reception system according to the present embodiment.

Reception terminals 11-1 to 11-1 in the present embodiment
The personal identification information input unit 11-n is a fingerprint recognition unit, and includes an optical scanner, a fingerprint analysis unit, and the like. The fingerprint analysis means is a means for performing image processing on a human fingerprint read by the optical scanner to create fingerprint data unique to each individual, and is composed of a dedicated semiconductor chip including a logic circuit and the like. Alternatively, the software may be executed by the arithmetic means of the reception terminals 11-1 to 11-n.

As described above, in the present embodiment, the fingerprint data is created by using the fingerprint recognizing means as the personal identification information input means of the reception terminals 11-1 to 11-n. The accuracy of personal authentication can be improved.

Next, the steps of the operation of the customer reception system according to this embodiment will be described. Step S21 The customer 15 inputs his / her own business from the normal information input means of the reception terminal 11. Step S22: The customer 15 inputs a fingerprint from the optical scanner of the fingerprint recognition means of the reception terminal 11. Step S23: The accepting terminal 11 creates the fingerprint data, and stores the input message and voiceprint data in the terminal management server 1.
Send to 3. Step S24: The terminal management server 13 receives the input message and fingerprint data. Step S25: The terminal management server 13 accesses the customer database 14 and searches for personal information of the customer 15 using the fingerprint data as a search key. Step S26: The customer database 14 sends the personal information of the customer 15 to the terminal management server 13. Step S27: The terminal management server 13 assigns a reception number. Step S28: The terminal management server 13 transmits the numbered reception number to the reception terminal 11. Step S29: The reception terminal 11 issues a number tag. Step S30: The terminal management server 13 transmits the numbered reception number, the task corresponding to the reception number, and the file for each customer to the counter terminal 12. Step S31: The counter terminal 12 receives the numbered reception number,
Receives the message corresponding to the receipt number and the file for each customer. Step S32 The counter terminal 12 issues a procedure document. Step S33 The person in charge 16 obtains a procedure document. Step S34 The responsible person 16 confirms the personal information of the customer 15. Step S35 The person in charge 16 checks the business of the customer 15. Step S36 The charge 16 calls the customer 15 and responds at the counter.

The present invention is not limited to the above embodiment, but can be variously modified based on the gist of the present invention, and they are not excluded from the scope of the present invention.

[0055]

As described above, according to the present invention,
In the customer reception system, a reception terminal through which a customer inputs a business and personal identification information; a window terminal that issues a procedure document that conforms to the business in which personal information of the customer is described; and a personal identification of the customer. A customer database in which information and personal information are stored in advance, and the reception terminal, the contact terminal and the customer database are communicably connected to each other, and the personal identification information input to the reception terminal is stored in the customer database as a search key. A terminal management server that searches for personal information, transmits the searched personal information to the counter terminal, and issues the procedure document.

In this case, before responding to the customer at the counter, confirmation of the customer's business, entry of a procedure document conforming to the business, and authentication of the customer have been completed.
It is possible to shorten the procedure time at the counter and improve the efficiency of the counter operation.

Also, since the customer only needs to input the business requirements from the reception terminal, there is no need to fill in complicated procedure documents, and the efficiency of the window work is improved.
Waiting time is also reduced.

[Brief description of the drawings]

FIG. 1 is a conceptual diagram of a customer reception system according to a first embodiment of the present invention.

FIG. 2 is a diagram illustrating an operation of the customer reception system according to the first embodiment of the present invention.

FIG. 3 is a diagram showing steps of an operation of the customer reception system in the present embodiment.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Customer reception system 11, 11-1, 11-n Receiving terminal 12, 12-1, 12-n Counter terminal 13 Terminal management server 14 Customer database 15, 15-1, 15-n Customer

Claims (1)

[Claims] (A) a reception terminal for a customer to input a business and personal identification information; and (b) a counter terminal for issuing a procedure document adapted to the business in which personal information of the customer is described. (C) a customer database in which personal identification information and personal information of the customer are stored in advance, and (d) personal identification information that is communicably connected to the reception terminal, the counter terminal, and the customer database, and is input to the reception terminal. A terminal management server for searching for personal information stored in the customer database using the search key as a search key, transmitting the searched personal information to the counter terminal, and issuing the procedure document. system.