JP2002279199A - Electronic reception system and method therefor - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide services by a person for reception desired by a user. SOLUTION: A registering part 57 registers a number of person for reception 91 which corresponds to a user ID 98 and a system number 95 into a registration file 85. A searching and selecting part 58 obtains the number 91 according to the user ID 98 and the system number 95 and obtains from a file for person for reception 83 the image data 93 and the voice data 94 of the person for reception desired by the user, using the number 91. The searching and selecting part 58 outputs the image data 93 and the voice data 94 to the user's terminal, thereby, the services can be provided by the person for reception desired by the user.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an electronic response system and a method thereof that can respond to a user of a terminal device by a response person preferred by the user.

[0002]

2. Description of the Related Art ATMs (A) arranged at bank branches
The contents displayed on the screen of the automatic teller machine are determined by the program of the banking system, and the characters, voices, images, and the like are all the same for all users.

[0003]

The human being has a preference,
He wants to be able to respond to the type of person he wants to receive. On the other hand, the service provided by the company can be provided more effectively by making the service provider respond to a person who prefers the user.

[0004] The present invention provides an electronic response system and a method for providing a service by a user's preferred response person.

[0005]

An electronic response system according to the present invention comprises: a response file storing data of a plurality of response agents; and a registration file registering a correspondence between a user ID (identifier) and the response person. Enter the user ID and enter the user I
D for searching for an agent registered in the registration file, selecting the agent data stored in the agent file by the searched agent, and outputting the selected agent data. It is characterized by having.

The above-mentioned reception system further inputs a user ID, presents a plurality of reception persons stored in a reception person file, prompts a selection of a reception person corresponding to the user ID, and selects the selected reception person. A registration unit for registering a user in a registration file in association with the user ID.

The answering system further includes a service system file for storing data of a plurality of service systems. The registration file registers a user ID and a correspondence between the service system and the answering person, and the search / selection unit. Is characterized by searching for a respondent based on a user ID and a service system.

An electronic response method according to the present invention is an electronic response method of an electronic response system accessed from a terminal device and responding to the terminal device, wherein a user's favorite response person is registered in advance for each user. Storing in a memory;
Responding to the terminal device used by the user when the user accesses the terminal device from the terminal device by the user's favorite responder who is stored in memory and registered in advance. It is characterized by having.

Further, the present invention is characterized in that it is a program for causing a computer to execute the process of each step of the electronic response method, or a recording medium on which the program is recorded.

[0010]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiment 1 FIG. 1 is an overall configuration diagram. The electronic response system 51 uses the Internet 4
1 (or a communication line; hereinafter the same). Also, a mobile phone 63, a personal computer 64, an AT
A terminal device 61 such as M65 is connected to the Internet 41. Various service systems 71 such as an X bank service system 73 and a Y insurance service system 74 are connected to the Internet 41. Electronic response system 51
Is used between the terminal device 61 and the service system 71. When the service system 71 provides a service to the terminal device 61, a user who uses the terminal device 61 considers it preferable. It is a system that responds by telephone.

FIG. 2 is an internal configuration diagram of the electronic response system 51. The electronic response system 51 can be realized by a response server 53. The response server 53 is a CPU
It is a computer that operates a program by the OS 54 and the OS 55. The recording unit 81 records various files, and can be realized by a magnetic disk, an optical disk, or another memory. The recording unit 81 records a respondent file 83, a service system file 84, and a registration file 85. The recording unit 81 records a program file 86. One of the programs in the program file 86 is the response program 56. The response program 56 has a registration unit 57 and a search selection unit 58 described later.

The responder file 83 is composed of “recipient number” 9
1, "Receiver name" 92, "Image data" 93, and "Audio data" 94. "image data"
Reference numeral 93 stores an image of the respondent. "Audio data"
Reference numeral 94 stores voice data of the respondent. The service system file 84 stores a “system number” 95, a “service system” 96, and “conversation data” 97. The “conversation data” 97 registers a conversation sentence used for providing a service. Registration file 85
Is "user ID (identifier)" 98 and "system number"
95 and a “response number” 91. The registration file 85 includes a “user ID” 98 and a “system number”.
This is a file in which the information 95 and the “agent number” 91 are registered in association with each other.

The operation of the registration unit 57 of the response program 56 shown in FIG. 2 will be described with reference to FIG. FIG.
It is a flowchart at the time of the user using TM65 registering a favorite respondent of his / her own in the response server 53. When the user makes a request for registration of a preferred agent from the ATM 65 in S11, the ATM 65 is connected to the agent server 53. Registration unit 57 of reception server 53 shown in FIG.
Determines in S21 which service system 71 the connection is. In this case, it is determined that the connection is through the ATM 65 of the X bank service system 73. That is, the “system number” 95 can be specified. Next, at S12, the ATM 65 causes the user to input the user's bank card or bank passbook, and obtains the user ID. The user ID in this case is
Bank account number. This user ID is the response server 5
3 is sent. The registration unit 57 of the response server 53 determines in S2
At 2, the user ID is received. Next, in S23, the registration unit 57 shown in FIG. 2 stores the list of the agents registered in advance in the agent file 83 in the ATM 65.
Send to In step S13, the ATM 65 displays a list of the responders on the display screen.

FIG. 4 shows a list of respondents displayed on the display screen of the ATM 65 in S13. In S14, the user selects the respondent by inputting the number of the favorite respondent. The registration unit 57 of the service server 53 receives the number of the service person selected from the ATM 65 as a “service person number” 91. The registration unit 57 of the response server 53 stores the “user ID” 98 and the “system number”
95 and the “answerer number” 91 are registered in the registration file 85 in association with each other. With the above operation, for each user, and
A preferred responder is registered file 85 for each service system.
Will be registered.

FIG. 5 is a flowchart showing the operation of the search and selection unit 58 shown in FIG. 2 when the user actually receives a service from the X bank service system 73. AT
The user using M65 makes a service request in S31. For example, a request for a bank transfer process is made. The search selection unit 58 of the response server 53 shown in FIG.
Upon receiving the request, in S41, the “system number” 95 of the system providing the service is specified. A
The TM 65 prompts the user to enter a bank card or a bank passbook, obtains a “user ID” 98, and
, The information is transmitted to the response server 53. The search selection unit 58 of the response server 53 shown in FIG.
The “user ID” 98 is received, and the “user ID” 98 is transferred to the X bank service system 73 specified by the “system number” 95. X Bank Service System 73
Confirms the user with the "user ID" 98 in S51. The X bank service system 73 executes S52
, A service screen for providing the service requested by the user is transmitted to the search selection unit 58 of the response server 53. In step S43, the search and selection unit 58 shown in FIG.
Search from 5. That is, the search selection unit 58 determines that “user I
Using the "D" 98 and the "system number" 95, the "recipient number" 91 is searched. The search selecting unit 58 further accesses the responder file 83 using the “recipient number” 91, and obtains “image data” 93 and “voice data” 94 of the responder.
To get. Further, the search selection unit 58 shown in FIG.
The service system file 84 is accessed using the “system number” 95 and “conversation data” 97 of the X bank service system 73 is acquired. "Image data" 93,
“Audio data” 94 is basic data. For example, it is the data of only the front face and the sound data of 51 sounds such as “Aioe”. The search selection unit 58 shown in FIG. 2 combines the basic data of the “image data” 93 and the “speech data” 94 with the “conversation data” 97 to move the lips and combine a smile. Then, the speech is synthesized. The image and voice of the responder are added to the service screen, and transmitted to the ATM 65 in S43. A
The TM 65 displays the service screen and the respondent in S33.

FIG. 6 is a diagram showing an example of the service screen displayed on the ATM 65, the respondent, and the voice thereof in S33. In step S34, the ATM 65 performs an operation for determining the requested amount such as the amount of money to be transferred and the transfer partner. During this time, the search selection unit 58 of the reception server 53
In accordance with the input of the user, necessary guidance is provided by the image of the attendant and the voice of the attendant. Similarly, the X bank service system 73 displays a screen necessary for confirming the request content. As a result, the operation can be comfortably advanced by the image and the voice of the responder who is the favorite of the user of the ATM 65.

FIG. 7 is a schematic diagram of the flowchart of FIG. 5 described above. The electronic response system 51 includes a terminal device 61
Between the terminal system 6 and the service system 71
This is a system that responds to one access. Behind the electronic response system 51, there are a plurality of service systems. Therefore, the electronic response system 51 is a kind of a so-called portal system.

FIGS. 8, 9 and 10 are diagrams showing other configurations. In the case of FIG. 8, when the electronic response system 51 receives the “user ID” 98 from the terminal device 61, the electronic response system 51 adds the data of the user to the “user ID” 98 and sends the data to the service system 71. Send. The service system 71 uses the ID and the agent data received from the electronic response system 51 to provide service and agent data to the terminal device 61.

On the other hand, in the case of FIG. 9, the terminal device 61 first accesses the service system 71, and the service system 71 transfers the “user ID” 98 and the service to the electronic response system 51. The electronic response system 51 adds a response person and transmits the information to the terminal device 61.

FIG. 10 shows a case where the electronic response system 51 operates behind the service system 71. In the case of FIG. 10, the electronic response system 5
1 is not accessed from the terminal device 61.

In any of FIGS. 7 to 10,
The electronic response system 51 pre-registers a user's favorite responder, and provides data of the user's favorite responder when the user accesses it.

FIG. 11 shows a case where the electronic response system 51 and the X bank service system 73 shown in FIG. 1 are combined to form an X bank response service system 75.
The electronic response system 51 may exist independently as shown in FIG. 1, but may be arranged inside each service system 71 as shown in FIG.

In the above-described embodiment, the X bank service system 73 and the ATM 65 have been described. However, a server / client system using the Internet or a line may be used. Also, in FIG. 1, a mobile phone 63, a personal computer 64, an AT
Although the case of M65 is illustrated, the case of using a terminal device installed in a convenience store, another vending machine, an electronic organizer, a car navigation device, or the like may be used.

Further, in the above-described example, the case where an image and a sound are used has been described, but only an image may be used.
Alternatively, only voice may be used.

In the above-described example, the case where the Internet 41 is used has been described. However, the connection may be made by a public line, a dedicated line, a private line, a wired line, or a wireless line. It may be connected.

In the above-described example, the case of the X bank service system 73 and the Y insurance service system 74 has been described. However, a ticket sales service, a book sales service, a used car sales service, a personnel dispatch service, a reservation service system, and the like are provided. The present invention can be applied to all other service systems. That is, the present invention can be applied to a system having an electronic response and a system having a man-machine interface.

In the above-described example, the case where the responder is a person has been described. However, a non-existent cartoon character, an animation character, or the like, or an animal or a plant may be the responder.

In the above-described example, the user's use history may be recorded in a memory, and when responding to the user, a response based on the use history may be performed. For example, if it is recorded in the history that the user accessed the site two days ago, a response such as "It's been two days" may be made by the response person.

Further, in the above-described example, "user I
In the case of specifying the "responder number" 91 by the "D" 98 and the "system number" 95, in the case of the X bank response service system 75 shown in FIG. 95 becomes unnecessary. That is, a one-to-one correspondence between the “user ID” 98 and the “agent number” 91
It is only necessary that the response is taken.

In the above-described example, the case where the bank account number is set to “user ID” 98 has been described.
D ”98, for example, the national total number, insurance card number,
An identifier that can identify an individual, such as a license number, insurance member number, member number, employee number, e-mail address, fingerprint, voiceprint, etc., may be used as the “user ID” 98.

As the "user ID" 98, a unique number common to a plurality of service systems may be used. As described above, when the unique “user ID” 98 is used across a plurality of service systems, the “system number” 9 of the registration file 85 is used.
5 becomes unnecessary. If the registration file 85 has the “system number” 95, as shown in the first and second lines of the registration file 85 in FIG.
Even when the numbers 8 are the same, the "response number" 91 can be changed by making the "system number" 95 different. Specifically, the user with the user ID “111” uses the “responder number” 9 when using the X bank service system 73 whose “system number” 95 is “1”.
When the actress A whose “1” is “1” is selected as the responder and the Y insurance service system 74 whose “system number” 95 is “2” is used, the “replyer number” 91 is “2”.
Is the actor B. By providing the “system number” 95 in the registration file 85, there is an advantage that the responder can be changed by the service system.

[0032]

As described above, according to the present invention, it is possible to select a respondent according to the user's preference.

From the perspective of the service provider,
By allowing the user to take care of the preferred service, the user can be called in and differentiated from other service companies.

[Brief description of the drawings]

FIG. 1 is an overall configuration diagram.

FIG. 2 is an internal configuration diagram of an electronic response system 51.

FIG. 3 is an operation flowchart of a registration unit 57 of the reception server 53.

FIG. 4 is a diagram showing a list of respondents displayed on an ATM 65;

FIG. 5 is a flowchart showing the operation of a search selection unit 58 of the response server 53.

FIG. 6 is a view showing an example of a service screen displayed on an ATM 65 and an agent.

7 is a connection diagram of a terminal device 61, an electronic response system 51, and a service system 71. FIG.

FIG. 8 is a connection diagram of a terminal device 61, an electronic response system 51, and a service system 71.

FIG. 9 is a connection diagram of a terminal device 61, an electronic response system 51, and a service system 71.

FIG. 10 is a connection relation diagram of a terminal device 61, an electronic response system 51, and a service system 71.

FIG. 11 is an X bank response service system 75 integrating the electronic response system 51 and the X bank service system 73.
FIG.

[Explanation of symbols]

41 Internet, 51 Electronic response system, 53
Response server, 54 CPU, 55 OS, 56 response program, 57 registration unit, 58 search and selection unit, 61 terminal device, 63 mobile phone, 64 personal computer, 65 ATM, 71 service system, 73 X
Bank service system, 74 Y insurance service system, 75 X bank response service system, 81 recording unit, 83 response file, 84 service system file, 85 registration file, 86 program file,
91 "Receiver number", 92 "Receiver name", 93
"Image data", 94 "Audio data", 95 "System number", 96 "Service system", 97 "Conversation data", 98 "User ID".

Claims (5)

[Claims] 1. An agent file for storing data of a plurality of agents, a registration file for registering a correspondence between a user ID (identifier) and an agent, and a user ID are input and registered by the user ID. A search / selection unit for searching for an agent registered in the file, selecting data of the agent stored in the agent file by the searched agent, and outputting data of the selected agent. Electronic response system characterized by the following. 2. The system according to claim 1, further comprising: inputting a user ID, presenting a plurality of agents stored in an agent file, and prompting a user to select an agent corresponding to the user ID. 2. The electronic response system according to claim 1, further comprising a registration unit for registering the response person in a registration file in association with the user ID. 3. The service system further includes a service system file for storing data of a plurality of service systems, wherein the registration file registers a user ID and a correspondence between the service system and the service agent, and the search 2. The electronic response system according to claim 1, wherein the selection unit searches for the response person based on the user ID and the service system. 4. An electronic response method of an electronic response system accessed from a terminal device and responding to the terminal device, wherein a user's favorite response person is registered in advance for each user and stored in a memory. Responding to the terminal device used by the user when the user accesses the terminal device from the terminal device by the user's favorite responder who is stored in memory and registered in advance. An electronic response method characterized by the following. 5. A program for causing a computer to execute the process of each step of the electronic response method according to claim 4, or a recording medium on which the program is recorded.