JP2004318734A - Method for reproducing transaction screen, and reproduction system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To easily and definitely reproduce a transaction screen outputted to a customer terminal when a service is utilized, in both of the customer terminal and the agent terminals of a call center. <P>SOLUTION: A system includes: an arithmetic result receiving part 34 for acquiring an arithmetic result by transaction from a job processing system; a transaction screen reproduction request receiving part 35 for receiving the reproduction request of the transaction screen from the customer terminal; a transaction screen reproduction processing part 36 for reproducing the transaction screen, based on the received reproduction request of the transaction screen; and a transaction screen output part 37 for transmitting the reproduced transaction screen to the customer terminal. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a method and system executed by a computer system to provide various services to customers through a transaction screen.
[0002]
[Prior art]
In recent years, online services provided through the Internet and the like have been rapidly spreading. For example, a life insurance company distributes insurance contract explanatory materials to customers who access the server from a home personal computer or a mobile communication terminal with a browser function (hereinafter collectively referred to as "customer terminals"). And online services such as payment of dividends.
[0003]
[Problems to be solved by the invention]
By the way, in the above-mentioned online service, while the customer is using the service at the customer terminal, the browser may be accidentally closed or the customer terminal may become inoperable (frozen). For information browsing such as balance inquiry, it is only necessary to access the server again. For example, if a dividend for life insurance has been withdrawn, if the same operation is repeated again, the dividend will be withdrawn twice. There is a risk. This may occur, for example, when the processing result transmitted from the server is frozen before being received by the customer terminal.
[0004]
Reference materials for solving such problems include, for example, Patent Documents 1 and 2.
[0005]
[Patent Document 1]
JP-A-4-39767.
[0006]
[Patent Document 2]
JP-A-7-249083.
[0007]
These patent documents disclose that a transaction history is stored in an automatic teller machine (CD) or an automatic teller machine (ATM) of a bank, and the transaction status is reproduced as necessary. . Specifically, the history of screen data displayed on a display such as an ATM or the information of the history operated by a user is stored together with unique information such as a transaction serial number and an image number, and by identifying this unique information, the past transaction screen is identified. To be able to play.
[0008]
However, since the customer does not recognize the unique information such as the transaction serial number described above, it is substantially impossible for the customer to reproduce the transaction status in these patent documents. Even if the unique information is displayed on the screen every time a transaction is performed or each time the transaction screen transitions, it is actually not possible for the customer to write them down in case of unexpected freeze etc. impossible. After all, the status of the transaction can only be reproduced by professional staff or operators and cannot be done by the customer himself. Therefore, even if these conventional technologies are used, the transaction screen cannot be reproduced on the customer terminal in the online service.
[0009]
On the other hand, in order to cope with the above-mentioned troubles in the online service, it is widely practiced that a company that provides online transactions sets up a call center and processes inquiries from customers. If the above-mentioned transaction status can be reproduced at the agent terminal operated by the operator of the call center, it is possible to promptly respond to inquiries from customers, leading to improvement in customer service.
[0010]
However, as described above, since the customer does not recognize the unique information such as the transaction serial number, it is difficult to communicate the transaction status desired to be reproduced to the call center operator by telephone or the like.
[0011]
Further, while the customer is using the online service, he or she may want to know in detail the content currently displayed on the screen of the customer terminal. Also in this case, it is not easy for the customer to transmit the information on the screen displayed on the customer terminal to the call center operator by telephone or the like.
[0012]
SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problems, and easily and accurately reproduces a transaction screen output to a customer terminal at the time of using a service, at both the customer terminal and the agent terminal of the call center. It is an object of the present invention to provide a method and system for reproducing a transaction screen.
[0013]
[Means for Solving the Problems]
According to a first main aspect of the present invention, there is provided a method executed by a computer system for providing various services to a customer through a transaction screen, the information input by the customer through the transaction screen, A transaction history information storing step of storing information and other information generated by the system as transaction history information in a memory; a transaction screen reproduction request receiving step of receiving a transaction screen reproduction request from the customer; and a transaction screen reproduction request And a transaction screen selection receiving step of presenting to the customer in a selectable form information for specifying a transaction screen based on the transaction history information, and a transaction screen reproducing step of reproducing the transaction screen based on the selection from the customer. A transaction screen reproducing method is provided. Here, it is preferable that the computer system is a transaction processing server that executes a transaction with a customer terminal connected through a communication network.
[0014]
According to such a configuration, since the information for specifying the transaction screen is presented to the customer and the customer himself / herself selects the transaction screen that he / she wants to reproduce, he / she wants to reproduce even without storing the unique information of the transaction screen. The transaction screen can be easily specified. Thereby, for example, the customer can easily reproduce the past transaction screen online, and it is expected that the use of online transaction is promoted. In addition, by linking the present invention with a call center system, it is possible to easily obtain the selection information of a transaction screen to be reproduced from a customer by telephone or the like and display it on the agent terminal.
[0015]
According to a second main aspect of the present invention, there is provided a system for providing various services to a customer through a transaction screen, the information input by the customer through the transaction screen, and the information generated by the system. Transaction history information storage means for storing transaction information as transaction history information, transaction screen reproduction request receiving means for receiving a request for reproduction of the transaction screen from the customer, and a transaction screen reproduction request based on the transaction screen reproduction request and the transaction history information. And a transaction screen selection receiving means for presenting the information for specifying the transaction screen to the customer in a selectable form, and a transaction screen reproducing means for reproducing the transaction screen based on the selection from the customer. A transaction screen reproduction system is provided.
[0016]
According to such a configuration, it is possible to obtain a transaction screen reproduction system that can suitably realize the transaction screen reproduction method according to the first main aspect described above.
[0017]
The other features and remarkable effects of the present invention will be more clearly understood by referring to the following description of embodiments of the invention and the accompanying drawings.
[0018]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
[0019]
FIG. 1 is a diagram showing an overall image of an embodiment of the present invention.
In this figure, reference numeral 1 denotes a server configured by one or more computers installed in the life insurance company 2. The server 1 includes a business processing system 3, a transaction screen reproduction processing system 4 according to the present invention, and a customer information database 5 (DB). Further, the server 1 transmits a requested predetermined file to the customer terminal 7 based on the URL specification input from the customer terminal 7 of the customer 6 connected via a public line or a dedicated line such as the Internet. It has a function as a server.
[0020]
Generally, the Web server accumulates data (transaction history information) such as transaction type and customer information input from the customer terminal 7 at the time of online transaction, and includes the following.
(1) Investigation of when and who accessed server 1 (audit trail)
(2) Aggregation of which business was used and how much (business statistics)
(3) Screen transition control such as returning to the previous screen / returning to the menu (screen transition control)
[0021]
The transaction screen reproduction processing system 4 according to the present invention reproduces a transaction screen relating to a past transaction made with the customer terminal 7 by effectively utilizing the transaction history information accumulated for the above purpose. Things. Therefore, as will be described in detail later, the transaction screen reproduction processing system 4 stores a transaction history information storage unit 8 for storing transaction information output to the customer terminal 7 at the time of online transaction and a transaction screen identification information in advance. And a transaction screen table 9 for storing. In the present embodiment, not only the reproduction of the transaction screen previously displayed on the customer terminal 7 but also the output from the server 1 (the business processing system 3) to the customer terminal 7, (Reproduction of the transaction screen), including the generation of the transaction screen that was not actually displayed due to (for example, forced termination of the browser). In the following, as a transaction performed between the server 1 and the customer terminal 7, a description will be given of an example of content inquiry of a life insurance contract and withdrawal of a dividend.
[0022]
Here, the customer terminal 7 is a general-purpose personal computer (PC) or a mobile phone having a WEB browser function, and is installed at the home of the customer 6, a branch of a life insurance company, or the like.
[0023]
The business processing system 3 executes and executes overall insurance business such as conclusion of a life insurance contract, customer management, calculation and payment of dividends, collection and payment of insurance premiums, and the like. These systems 3 and 4 and the customer information DB 5 are connected to each other via a LAN, WAN or the like so that data can be transferred therebetween.
[0024]
Next, a schematic configuration of the transaction screen reproduction processing system 4 will be described with reference to FIG.
The transaction screen reproduction processing system 4 includes a central processing unit (CPU) 10, a storage device (RAM) 11, a communication device 12 such as a modem, and an input / output device 13 such as a display and a keyboard of a computer system constituting the server 1. The data storage unit 15 and the program storage unit 16 are connected to the connected bus 14. The data storage unit 15 includes the transaction history information storage unit 8 and the transaction screen table 9.
[0025]
The transaction history information storage unit 8 calculates and outputs the insurance policy number and user ID input from the customer terminal 7 and the business processing system 3 for the transactions performed within a predetermined period (for example, three months). The transaction history information includes the received information, the time when the transaction history information is received from the business processing system 3, the time at which the business processing system 3 outputs the calculation result to the customer terminal 7, and the like. This transaction history information is information for displaying (generating) a transaction screen described in a markup language such as HTML, but generates a transaction screen later when a reproduction request of a past transaction screen is received from a customer. What is necessary is just to store search key information for collecting necessary information from the customer information DB 5 or the like. That is, it is not necessary to store the HTML screen itself downloaded to the customer terminal 7 and displayed on the display by the browser. As described above, by storing only the minimum history information for reproducing the transaction screen, the computer resources of the server 1 can be saved.
[0026]
FIG. 3 shows a specific example of the transaction history information stored in the transaction history information storage unit 8.
In this example, transaction type code 21, information 22 input from customer terminal 7, operation result information 23 output from server 1 (business processing system 3), business processing One transaction record is constituted by the date 24 and time 25 when the transaction history information was acquired from the system 3 and the transaction screen identification number 26. This transaction record is generated for every transaction screen that has been transitioned in the course of executing the transaction.
[0027]
Here, as for the input information 22 and the calculation result information 23, it is conceivable that a plurality of pieces of information are input or a calculation result is output on one transaction screen. For example, when withdrawing a dividend, a plurality of calculation results such as a balance incorporating interest as of the transaction date, a balance after withdrawal, and a commission are output from the business processing system 3 on one transaction screen. there is a possibility. Therefore, as the input information 22 and the operation result information 23, a plurality of field codes (No.) 27 and 28 on the input / output transaction screen and the respective input / output data 29 and 30 are stored.
[0028]
Further, in the illustrated example, the transaction record is registered in association with the insurance policy number 31 which is the identification information of the customer. Therefore, even for the same customer, a transaction record is generated as another customer for a transaction performed based on another securities number 31.
[0029]
The transaction screen table 9 in FIG. 2 stores a transaction screen form relating to all transactions in association with the transaction screen identification information. The transaction screen identification information is, for example, a unique serial number for each transaction type or each transaction screen. Since this transaction screen identification information is associated with all the transaction records stored in the transaction history information storage unit 8, it is possible to instantaneously specify on which transaction screen the extracted transaction history information is to be generated. .
[0030]
Further, in the form of the transaction screen, a plurality of tags corresponding to respective items such as customer identification information and input information, and calculation results of the business processing system 3 are arranged at predetermined positions. This tag and its arrangement (xy coordinate position on the transaction screen) correspond to the field codes 27 and 28 included in the transaction history information. This transaction screen form is the same as the transaction screen displayed on the display of the customer terminal 7 when executing a transaction.
[0031]
The program storage unit 16 in FIG. 2 includes, in addition to the main program 33, a calculation result receiving unit 34 that obtains a calculation result for each transaction from the business processing system 3 and a transaction that receives a request to reproduce a transaction screen from the customer terminal 7. A screen reproduction request receiving unit 35, a transaction screen reproduction processing unit 36 that reproduces the transaction screen based on the received transaction screen reproduction request, and a transaction screen output unit 37 that transmits the reproduced transaction screen to the customer terminal 7. Have.
[0032]
The calculation result receiving unit 34 stores the calculation result obtained from the business processing system 3 in the transaction history information storage unit 8 together with the obtained time (see 24 and 25 in FIG. 3).
[0033]
The transaction screen reproduction request receiving unit 35 acquires the information for specifying the reproduction screen input from the customer terminal 7 when receiving the screen reproduction request from the customer terminal 7. For example, transaction-related information such as the type and date of a transaction made in the past and customer identification information such as an insurance policy number and a user ID are transmitted to a customer terminal 7 through a transaction information search screen (see FIG. 11) described later. To get from. In the present embodiment, a request for screen reproduction is accepted only as a condition arbitrarily selected by the customer as described above, instead of information specific to a past transaction history (transaction serial number or the like) as information for transaction screen search. Thus, there is no need to assign and manage unique information of a transaction screen such as a transaction serial number or to display such unique information on a display and store it in a customer. Therefore, the customer can easily request the reproduction of the transaction screen, and the convenience can be improved, and the promotion of online transaction can be expected. When only the identification information of the customer is received as the search information of the reproduction screen, all the transaction history information of the customer performed within a predetermined period is extracted.
[0034]
Further, as shown in FIG. 4, the transaction screen reproduction processing unit 36 extracts a corresponding transaction history information from the transaction history information storage unit 8 based on the received screen search information, and a transaction history information extraction unit. 38, a transaction screen form search unit 39 for searching the corresponding transaction screen form from the transaction screen table 9 based on the transaction type included in the extracted transaction history information, and the searched transaction screen form and history information. And a transaction screen generation unit 40 that generates a transaction screen by combining the above.
[0035]
The transaction screen generation unit 40 reproduces a transaction screen such as information input by a customer at the time of a past transaction request (a desired amount of withdrawal of a dividend) and calculation results and parameters output by the business processing system 3 according to the transaction request. Information is extracted from the transaction history information storage unit 8 and the customer information DB 5 respectively. Then, the extracted information is sequentially pasted on the tag position of the form of the searched transaction screen. As a result, an HTML transaction screen displayed on the display of the customer terminal 7 at the time of the past transaction is generated.
[0036]
Here, in the present embodiment, as described above, the transaction history information to be reproduced based on an arbitrary search condition selected by the customer is extracted. Therefore, there is a possibility that the transaction history information extraction unit 38 may extract a plurality of pieces of transaction history information performed during a fixed period in the past (three months in this embodiment). For example, when only the transaction type is input in the reproduction request screen of the transaction screen, a plurality of transaction screens are transited and provided to the customer terminal 7 in the process of withdrawing the dividend, so that these transaction screens are supported. A plurality of transaction history information items to be extracted. Further, if the customer has paid out the dividend a plurality of times in three months, the transaction history information to be extracted further increases.
[0037]
Therefore, in the present embodiment, when a plurality of transaction history information is extracted by the transaction history information extraction unit 38, a history information sorting unit 41 that sorts the plurality of transaction history information in order of transaction type and transaction time, A transaction screen selection screen generation unit 42 that generates a transaction screen selection screen that lists only the latest history information for each transaction type as history information for that transaction type, and transmits the generated transaction screen selection screen to the customer terminal 7. And a transaction screen selection receiving unit 43 for receiving a selection of a transaction screen to be reproduced. The customer (customer terminal 7) that has acquired the transaction screen selection screen transmitted from the transaction screen selection reception unit 43 refers to the information such as “transaction type” and “transaction reception time” in the selection screen and plays back. You can select the transaction screen (transaction history information) you want.
[0038]
Each of the above-mentioned components is actually a certain area secured in a storage medium of a computer system constituting the server 1 and a program installed in this area, and is called by the CPU 10 on the RAM 11 and executed. Thus, the functions of the present invention are performed in cooperation with an OS (operation system).
[0039]
Next, the process of storing the transaction history information will be described with reference to the flowchart of FIG. 5 and the examples of the transaction screens of FIGS. Note that S1 to S15 in these figures are reference numerals indicating the processing order, and correspond to steps S1 to S15 in the following description.
[0040]
First, when the customer terminal 7 inputs the identification information of the customer at the WEB site of the life insurance company 2 and requests a login (step S1), the business processing system 3 of the server 1 which has acquired this information stores the information in the customer information DB5. Authentication is performed based on whether the registered customer information matches (step S2). If the authentication is valid, the business processing system 3 outputs the transaction selection menu HTML file (transaction screen A) shown in FIG. 6 to the customer terminal 7 (step S3). The customer terminal 7 causes the WEB browser to display the downloaded transaction selection menu screen (HTML screen) on the display (step S4). Upon receiving the selection of the customer's transaction request on the transaction selection menu screen, the customer terminal 7 transmits the type of the selected transaction to the server 1 (the business processing system 3) (step S4).
[0041]
When the transaction request is received (step S5), the business processing system 3 transfers the received transaction type together with the customer identification information acquired at the time of the user authentication to the transaction screen reproduction processing system 4 (step S6). The calculation result receiving unit 34 of the transaction screen reproduction processing system 4 generates a transaction history record (see FIG. 3) based on the acquired information, and stores it in the transaction history information storage unit 8 together with the acquisition time (step S7).
[0042]
In addition, the business processing system 3 that has received the transaction request in step S5 performs an arithmetic process necessary to execute the requested payout withdrawal process. Specifically, based on the customer identification information (insurance policy number and the like) acquired in step S2, the customer information DB5 and a contract information database (not shown) are searched for the contract content of the customer (step S8). Next, a withdrawal request screen (transaction screen B1) of FIG. 7 displaying the retrieved information (user ID, withdrawable balance, etc.) is presented to the customer terminal 7 (step S9). The customer inputs the desired amount of withdrawal in a predetermined column on this screen, and then presses the send button to send the amount to the business processing system 3 (step S10). Upon receiving the withdrawal request amount, the business processing system 3 presents the confirmation screen (transaction screen B2) of FIG. 8 to the customer terminal 7 (step S11). When the customer confirms the transaction content on the presented screen and presses the confirmation button (step S12), the business processing system 3 presents the result notification screen (transaction screen B3) of FIG. 9 (step S13). The customer confirms that the transaction has been completed on the result notification screen, and logs out (step S15).
[0043]
In the course of the above-described transaction, predetermined history information is transferred to the transaction screen reproduction processing system 4. In the illustrated example, the amount input screen presented to the customer in step S9 (transaction screen B1 in FIG. 7), the information on the confirmation screen presented in step S11 (transaction screen B2 in FIG. 8), and the presentation in step S13 Each piece of information of the result notification screen (transaction screen B3 in FIG. 9) is transferred to the transaction screen reproduction processing system 4 as needed and stored in the transaction history information storage unit 8. It is also possible to collectively transfer information (transaction history information) of a plurality of transaction screens after completion of the transaction.
[0044]
Next, processing steps in the case where the transaction screen reproduction processing system 4 receives a request for screen reproduction processing from the customer terminal 7 will be described with reference to the flowchart of FIG. 10 and examples of display screens of FIGS. . Note that S21 to S30 in FIG. 10 are reference numerals indicating the processing order, and correspond to steps S21 to S30 in the following description.
[0045]
First, in this processing, when the business processing system 3 receives a request for screen reproduction processing from the customer terminal 7 through the transaction selection menu screen shown in FIG. 6, the received information is transmitted from the business processing system 3 to the transaction screen reproduction request receiving unit. 35 (step S21). When receiving the transaction screen reproduction request, the transaction screen reproduction request receiving unit 35 displays the acquired user information, presents the transaction information search screen shown in FIG. 11 to the customer, and receives the search information input (step S22). . At this time, as shown in FIG. 11, the search information is all arbitrary and can be input within the range stored by the customer. Also, the date and time of the transaction need not be accurate data.
[0046]
The transaction history information extraction unit 38 extracts the corresponding transaction history information from the transaction history information storage unit 8 based on the search information input from the customer through this input screen (step S23). At this time, for example, when there is no corresponding transaction history information on the input date, history information on a date close to the date is extracted. The same applies to the transaction time.
[0047]
If a plurality of pieces of transaction history information are extracted (Yes in step S24), the history information sorting unit 41 sorts the transaction history information by transaction type and transaction time (step S25). Then, the transaction screen selection screen generation unit 42 displays a list of the latest (final) transaction history information for each transaction type and presents the transaction screen selection screen shown in FIG. 12 to the customer terminal 7 (step S26). The customer refers to information such as “transaction type” and “transaction reception time” displayed on the selection screen and selects a transaction screen (transaction history information) to be reproduced. The information on the transaction screen selected by the customer through this selection screen is received by the transaction screen selection receiving unit 43. By presenting the transaction screen selection screen to the customer in this way, the customer can easily select the transaction screen to be reproduced based on the transaction history information displayed in the list. Here, when a request to reproduce the transaction screen is received from the customer, the entire transaction screen relating to the customer can be reproduced and presented to the customer. However, when there are many types of transaction screens, it takes time to generate the transaction screen and present it to the customer terminal 7. In addition, since it is difficult to display many transaction screens on the display at one time, it takes time to search for a transaction screen desired by the customer. Therefore, it is preferable to generate a selection screen capable of selecting a transaction screen based on a customer's reproduction request, and accept the selection through this screen.
[0048]
When the customer selects a transaction screen to be reproduced through the selection screen (Yes in step S27), the transaction screen form search unit 39 searches the transaction screen table 9 for a form of the selected transaction screen (step S28). ). In the form of the transaction screen, as described above, a plurality of tags corresponding to a plurality of items (fields) of the pasted transaction history information are assigned to predetermined positions. The searched transaction screen form is sent to the transaction screen generation unit 40.
[0049]
The transaction screen generation unit 40 that has obtained the transaction screen form from the transaction screen form search unit 39 extracts information necessary for generating the transaction screen from the transaction history information storage unit 8 and the customer information DB 5 (Step S29). Specifically, it extracts information such as information input by the customer during a past transaction (requested amount of payout of a dividend, etc.), and information such as a calculation result output by the business processing system 3 with respect to the input information. The extracted information is combined with the transaction screen form acquired from the transaction screen form search unit 39 to generate an HTML transaction screen, and the transaction screen output unit 37 transmits the transaction screen to the customer terminal 7 (step S30). . The transmitted HTML file is downloaded to the customer terminal 7 and displayed on a display by a browser. This completes the transaction screen reproduction process.
[0050]
The transaction screen generated in this manner is generated in the same form as the transaction screen that was or was supposed to be displayed on the display of the customer terminal 7 in the past transaction. It is possible to give an impression that the transaction screen has been reproduced as it is. As a result, it is possible to increase the credibility of the reproduced transaction screen while minimizing the information to be accumulated, and to obtain the trust of the customer. That is, even if the information displayed is the same as the past transaction screen, if the screen form is different, the customer's trust in the reproduced transaction screen is reduced by half. Therefore, in the present embodiment, the same form as the transaction screen displayed on the customer terminal at the time of execution of each transaction is stored in the transaction screen table 9 in advance, and not only the information to be displayed but also the appearance is the same. I decided to generate a screen.
[0051]
On the other hand, in step S27, when the customer presses the “top” button on the selection screen of FIG. 12 or when a predetermined waiting time has elapsed, it is determined that the reproduction of the transaction screen is not desired, and this processing is performed. finish.
[0052]
If the transaction screen transmitted in step S30 is not the one requested by the customer, the customer returns to the selection screen shown in FIG. 12 and presses the "view other history information" button to execute step 26. It is possible to return to. Further, if there is no transaction screen to be reproduced in the list on the transaction screen selection screen (FIG. 12) presented to the customer in step S26, the customer clicks the "view other history information" button in FIG. By pressing, history information of transaction screens other than the latest transaction screen can be displayed in a list. This makes it possible to select the reproduction of the transaction screens (B1, B2) displayed during the transaction shown in FIGS.
[0053]
(Second embodiment)
Next, a second embodiment of the present invention will be described with reference to FIGS.
In this embodiment, a transaction screen reproduction processing system 50 is linked with a call center system 51 to receive a transaction screen reproduction request from an agent terminal 52. In the following description, the same reference numerals are given to substantially the same configuration or the corresponding configuration as the first embodiment, and the detailed description is omitted.
[0054]
The transaction screen reproduction processing system 50 according to this embodiment is provided in the server 1 installed in the life insurance company 2 as shown in FIG. 13, and is connected to a call center system 51 also provided in the server 1. I have. The call center system 51 has a function of centrally managing an agent terminal 52 used by a large number of operators in response to an inquiry from the customer 6. Since the configuration and functions of the call center system 51 are well known in the art, detailed description will be omitted.
[0055]
The transaction screen reproduction processing system 50 includes a transaction history information storage unit 8, a transaction screen table 9, a data storage unit 15 including a transaction normal end information storage unit 53 and a manual table 54, and a program storage unit 16. .
[0056]
The transaction history information storage unit 8 stores, for a transaction in which the operation result of the business processing system 3 is output to the customer terminal 7 a plurality of times until one transaction is completed (see FIG. 5), A predetermined flag 55 is added to the last transaction history information including the latest calculation result, and stored separately from other history information.
[0057]
The normal transaction end information storage unit 53 stores information on a normal transaction end screen output to the customer terminal 7 when each transaction ends normally. For example, in the case of withdrawal of a payout, specific information (balance after withdrawal, message, etc.) is stored in a “payout withdrawal result notification screen” as shown in FIG.
[0058]
The manual table 54 stores operator-specific manuals for each transaction type or for each type of abnormally completed transaction.
[0059]
The program storage unit 16 includes a main program 33, a calculation result reception unit 34, a transaction screen reproduction request reception unit 35, a transaction screen reproduction processing unit 36, a normal transaction end determination unit 57, a manual search / output unit 58, and a transaction screen output unit. 37. Hereinafter, only the characteristic configuration of the present embodiment will be described.
[0060]
The transaction screen reproduction request receiving unit 35 includes a terminal authentication unit 59 that determines whether the terminal that has requested the reproduction of the transaction screen is the customer terminal 7 or the agent terminal 52, and authenticates an access right to a file in the server. ing. Here, in the terminal authentication, for example, when it is determined that the customer terminal 7 is used, a reproduction request of a transaction screen is accepted only for a transaction performed by a customer identified by a user ID or the like in the past. On the other hand, when it is determined that the terminal is the agent terminal 52, a request for screen reproduction is accepted for all customer transactions. Also, access to the business processing system 3 and the customer information DB 5 is permitted.
[0061]
The transaction normal end determination unit 57 determines whether the transaction relating to the transaction screen reproduced by the transaction screen reproduction processing unit 36 has been completed normally. Specifically, a final transaction history information search unit 60 for searching the transaction history information storage unit 8 for final transaction history information on the transaction on the reproduced transaction screen based on the presence or absence of the flag 55 is provided. When the final transaction history information matches the information on the normal transaction end screen stored in the normal transaction end information storage unit 53, the normal transaction end determination unit 57 determines that the transaction has ended normally. It is.
[0062]
The manual search / output unit 58 searches the manual table 54 for a manual at the time of abnormal termination from the manual table 54 and outputs the manual to the agent terminal 52 when an instruction for manual display of the reproduced transaction screen is received from the agent terminal 52. Things.
[0063]
Next, with reference to the flowchart of FIG. 14 and examples of the display screens of FIGS. 15 and 16, detailed functions of the transaction screen reproduction processing system 50 according to this embodiment will be described along with actual operations. In addition, S30 to S38 in this figure are reference numerals indicating the processing order, and correspond to steps S30 to S38 in the following description. Further, only processing steps unique to this embodiment will be described below.
[0064]
First, when the transaction screen reproduction processing unit 36 generates a transaction screen and transmits it to the agent terminal 52 (step S30), the final transaction history information search unit 60 of the normal transaction completion determination unit 57 displays the generated transaction screen The last transaction history information of the transaction is retrieved from the transaction history information storage unit 8 (Step S31). Next, the normal transaction end determination unit 57 determines whether the transaction has been normally completed based on whether the retrieved final transaction history information matches the information on the normal transaction end screen stored in the normal transaction end information storage unit 53. A determination is made (step S32). If the transaction information does not match (No in step S32), it is determined that the transaction has ended abnormally (step S33), and the manual search / output unit 58 executes the following abnormal end processing.
[0065]
In the process at the time of abnormal termination, first, a "manual display button" (not shown) is displayed on the agent terminal 52 for the transaction screen determined to be the transaction relating to the abnormal termination (step S34). When the operator accepts the manual display by pressing (clicking) the "manual display button" (Yes in step S35), the manual initial screen shown in FIG. 15 is output to the agent terminal 52 (step S36). When the operator selects and inputs a transaction type code and a trouble type from the pull-down menu on this initial screen and clicks the "display" button (Yes in step S37), the transaction reproduced from the manual table 54 is returned. A corresponding manual at the time of transaction abnormality processing related to the screen is searched and output (step S38). Thereby, the manual screen of FIG. 16 is displayed on the agent terminal 52.
[0066]
On the other hand, when it is determined in step S32 that the reproduced transaction screen is not abnormally terminated (Yes in step S32), an instruction is received from the operator before the predetermined standby time elapses in steps S35 and S37. If not (No in Steps S35 and S37), the process ends.
[0067]
(Modification)
Note that the present invention is not limited to the above embodiment, and can be variously modified without changing the gist of the invention.
[0068]
For example, in each of the above embodiments, the business processing system 3 and the transaction screen reproduction processing system 4 have been described as different systems (computer programs). However, the business processing system 3 and the transaction screen reproduction processing system 4 may be configured by a single computer program having a plurality of functions. It is. In this case, the respective processing routines are activated according to the transaction type received from the customer terminal on the transaction menu screen of FIG.
[0069]
Further, the present invention is not limited to the transactions of the above embodiments, and can be applied to reproduction (display) of various transaction screens. The accumulated transaction history information can also be appropriately changed according to the attributes of the transaction, the frequency of reproduction requests, legal obligations, the relationship between the search time and the storage capacity of the server, and the like. Further, the present invention can be applied to a stand-alone computer system not connected to a network such as an ATM machine of a financial institution.
[0070]
Further, on the transaction screen selection screen (see FIG. 12) transmitted to the customer terminal 7, search conditions for further narrowing down the transaction screen candidates may be received. When the accumulation period of the transaction history information is set to a long period such as several months to one year, or when the search conditions acquired from the customer terminal 7 are small (only the user ID or the like), a large number of transaction screen candidates are extracted. Can be considered. In such a case, first, a selection screen displaying a large number of candidates extracted by the primary search is presented to the customer terminal 7, and a search condition for narrowing them is received. Next, a search condition for narrowing down the candidate from the customer who saw the candidate is received. By repeating this several times, the transaction screen desired by the customer can be surely specified.
[0071]
Further, when a request to reproduce the transaction screen is received, the attribute information of the customer may be acquired, and a transaction screen selection screen corresponding to this attribute may be presented. For example, depending on customer attributes such as general members and special members, users and call center operators, corporate member employees and individual members, it is possible to determine whether to generate a selection screen of the transaction screen, or to display a list of transactions on the selection screen. It is possible to make the terms for sorting the screen candidates different. This makes it possible to present an appropriate selection screen according to the attributes of the customer.
[0072]
【The invention's effect】
As described above, according to the present invention, a transaction screen that is output to a customer terminal when using a service can be easily and accurately reproduced at both the customer terminal and the agent terminal of the call center. A screen reproduction method and system can be obtained.
[Brief description of the drawings]
FIG. 1 is a view for explaining an overall image of an embodiment of the present invention.
FIG. 2 is a block diagram showing a schematic configuration of a transaction screen reproduction processing system.
FIG. 3 is a view showing history information of a transaction screen stored in a transaction history information storage unit.
FIG. 4 is a diagram showing a specific configuration of a transaction screen reproduction processing unit.
FIG. 5 is a flowchart showing steps of executing a transaction and storing transaction history information.
FIG. 6 is a diagram showing an example of a transaction selection menu screen displayed on the customer terminal.
FIG. 7 is a diagram showing an example of a transaction execution screen displayed on a customer terminal.
FIG. 8 is a diagram showing an example of a transaction execution screen displayed on a customer terminal.
FIG. 9 is a diagram showing an example of a transaction execution screen displayed on a customer terminal.
FIG. 10 is a flowchart showing a reproduction process of a transaction screen.
FIG. 11 is a diagram showing an example of a transaction information search screen displayed on a customer terminal.
FIG. 12 is a diagram showing an example of a transaction screen selection screen displayed on the customer terminal.
FIG. 13 is a diagram showing a schematic configuration of a transaction screen reproduction processing system according to a second embodiment of the present invention.
FIG. 14 is a flowchart showing some processing steps when the reproduction of the transaction screen is received from the agent terminal.
FIG. 15 is a view showing an example of a screen of an abnormal termination handling manual displayed on the agent terminal.
FIG. 16 is a diagram showing an example of a screen of an abnormal termination handling manual displayed on the agent terminal.
[Explanation of symbols]
1 ... Server
2. Life insurance company
3. Business processing system
4: Trading screen reproduction processing system
5. Customer information database
6 ... Customer
7 ... Customer terminal
8: Transaction history information storage
9: Transaction screen table
10 Central processing unit (CPU)
11. Storage device (RAM)
12 Communication device
13. Input / output device
14 ... Bus
15 Data storage unit
16 Program storage unit
21: Transaction type code
22 ... input information
23 ... Calculation result information
25 ... Time
27 ... Field code
28 ... Field code
29… Data
30 ... data
33: Main program
34 ... Calculation result receiving unit
35 ... Transaction screen playback request reception unit
36: Transaction screen reproduction processing unit
37… Transaction screen output section
38: Transaction history information extraction unit
39… Transaction screen form search section
40: Transaction screen generation unit
41: history information sorting unit
42: Transaction screen selection screen generation unit
43… Transaction screen selection reception unit
50: Transaction screen reproduction processing system
51… Call center system
52 ... Agent terminal
53 ... Transaction normal end information storage
54… Manual table
55 ... flag
57: Transaction normal end determination unit
58 Manual search / output unit
59: Terminal authentication unit
60: Last transaction history information search section

Claims (15)

A method performed by a computer system to provide various services to a customer through a transaction screen,
A transaction history information storing step of storing information entered by the customer through the transaction screen, information generated by the system and other information in the memory as transaction history information,
A transaction screen reproduction request receiving step of receiving a request for reproduction of the transaction screen from the customer,
A transaction screen selection receiving step of presenting the customer with a request for reproducing the transaction screen and information specifying the transaction screen based on the transaction history information in a selectable form,
A transaction screen reproducing step of reproducing a transaction screen based on a selection from a customer. The transaction screen reproducing method according to claim 1,
The transaction screen display method, wherein the computer system is a transaction processing server that executes a transaction with a customer terminal connected through a communication network. The transaction screen reproducing method according to claim 1,
The transaction screen selection receiving step generates a selection screen capable of selecting a transaction screen based on the transaction screen reproduction request and the transaction history information, presents the selection screen to the customer, and receives a selection of the transaction screen from the customer through the selection screen. The method characterized in that: In the transaction screen reproduction method according to claim 3,
The transaction screen reproduction request receiving step is to receive a request for reproduction of the transaction screen by acquiring the customer attribute information from the customer,
The method according to claim 1, wherein the transaction screen selection receiving step generates a transaction screen selection screen according to the acquired customer attribute information. In the transaction screen reproducing method according to claim 4,
The transaction history information includes any one of a transaction start time, a transaction completion time, a time when the system generates the information, or a time when the transaction history information is stored in the memory,
The method according to claim 1, wherein the step of receiving a transaction screen selection includes generating a selection screen displaying time information for each transaction and presenting the selection screen to a customer. The transaction screen reproducing method according to claim 1,
The transaction screen reproduction request receiving step is to receive a request for reproduction of the transaction screen from any of the customer who made the transaction and the operator requested by the customer,
The method according to claim 1, wherein the transaction screen reproduction request receiving step determines whether the person who requests the reproduction of the transaction screen is the customer or the operator. The transaction screen reproducing method according to claim 1,
The transaction screen reproduction step is a step of extracting a transaction screen form related to the selection of the customer from a transaction screen form storage unit that stores a transaction screen form presented to the customer, and the extracted transaction screen form. Combining the transaction history information with the transaction history information to generate a transaction screen. A system that provides various services to customers through a transaction screen,
Transaction history information storage means for storing information entered by the customer through the transaction screen, information generated by the system and other information for the information as transaction history information,
Transaction screen reproduction request receiving means for receiving a request for reproduction of the transaction screen from the customer,
A transaction screen selection accepting means for presenting to the customer in a selectable form information for specifying the transaction screen based on the transaction screen reproduction request and the transaction history information;
A transaction screen reproducing means for reproducing a transaction screen based on a selection from a customer. The transaction screen reproduction system according to claim 8,
The transaction screen reproduction system, wherein the transaction screen is provided by a transaction processing server that provides the service to a customer terminal connected to the server via a communication network. The transaction screen reproduction system according to claim 8,
The transaction screen selection receiving means generates a selection screen capable of selecting a transaction screen based on the transaction screen reproduction request and the transaction history information, presents the selection screen to the customer, and receives a selection of the transaction screen from the customer through the selection screen. A system characterized in that: The transaction screen reproduction system according to claim 10,
The transaction screen reproduction request accepting means is for acquiring a customer attribute information from the customer and accepting a transaction screen reproduction request.
The system, wherein the transaction screen selection receiving means generates a transaction screen selection screen according to the acquired customer attribute information. The transaction screen reproduction system according to claim 10,
The transaction history information includes any one of a transaction start time, a transaction completion time, a time at which the system generated the information, or a time at which the transaction history information was stored,
The system according to claim 1, wherein the transaction screen selection receiving means generates a selection screen displaying information on time of each transaction and presents it to a customer. The transaction screen reproduction system according to claim 8,
This system is connected to a call center system equipped with a plurality of agent terminals corresponding to inquiries from customers,
The transaction screen reproduction request receiving means is for receiving a request for reproduction of the transaction screen from any of the customer who made the transaction or the operator of the call center,
The transaction screen reproduction request receiving means determines whether the person who requests the reproduction of the transaction screen is the customer or the operator. The transaction screen reproduction system according to claim 8,
The system further includes a transaction screen form storage unit that stores a form of a transaction screen presented to the customer at the time of the transaction,
The transaction screen reproducing means extracts the transaction screen form selected by the customer from the transaction screen form storage unit, and combines the extracted transaction screen form with the transaction history information to perform the transaction. A transaction screen generating means for generating a screen. The transaction screen reproduction system according to claim 8,
The transaction history information storage means stores both information generated by the system for the information input by the customer and presented to the customer, and information generated by the system but not presented to the customer. Features system.

Images