JP2006209265A - Customer guiding system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To guide a customer to a window, an ATM or the like capable of handling a customer's desired transaction service and to a window, ATM or the like capable of handling the transaction early, in a bank, a post office or the like. <P>SOLUTION: Service IDs available with a transaction medium and the like are recorded on an IC tag attached to the transaction medium. When an IC tag reading device is passed, the service IDs are read from the IC tag, and information guiding the customer to windows or ATMs capable of handling transaction services corresponding to the service IDs is sent to a portable terminal. Further, a waiting person count management device for counting and managing persons waiting to make transactions at windows and ATMs is provided, and according to waiting person count information, the customer is guided to an appropriate transaction place. Furthermore, a store server records the number of times of each transaction service used by each customer, and changes the display order according to the number of times. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a customer guidance system including means for guiding a customer to a window or an automated teller machine (hereinafter referred to as “ATM”) in a bank, a post office, or the like.

  As customer guidance technology at banks and post offices, as customer acceptance terminals, customers with magnetic cards etc. read customer identification data using magnetic cards etc., display receipt numbers and guidance screens and accept There is a technique in which a number is printed and passed, and a customer who does not have a magnetic card or the like prints and receives a receipt number to guide the customer (for example, see Patent Document 1).

In addition, the ATM, the window terminal used by the window manager, and the reception terminal that issues a number tag to the store visitor are connected via a network, and the window terminal and the window terminal based on the standard processing time for each ATM transaction type. There has been a technique for calculating waiting time, assigning the waiting time to the one with less waiting time, and displaying the fact along with a number tag on an electric display board to guide the store visitor (for example, see Patent Document 2).
JP 2004-13620 A JP 2004-192503 A

  However, the conventional customer guidance system described above does not guide in consideration of the fact that there is a transaction business that can only be done at the counter, a transaction business that can only be performed at the ATM, and a transaction business that can be performed at either the counter or the ATM. It was difficult for customers to determine whether the business they wanted to do could be handled by ATM, whether they had to go to a window, or which window they had to go to. Alternatively, it is difficult to determine which ATM or contact point can handle the earliest among the ATMs and contact points that can be handled for the transaction business desired by the customer.

  The present invention employs the following configuration in order to solve the above-described problems. That is, in a customer guidance system for guiding to a device or place where a customer can make a desired transaction, a transaction medium having a contactless communication function and recording at least a transaction type that can be traded, and a mobile phone having a wireless communication function and a display function A terminal, a non-contact reading means for reading the recorded contents of the transaction medium, and a transaction guidance table associating the business type with a device or place capable of trading, corresponding to the business type read by the non-contact reading means A device or a place where a transaction can be made is obtained by referring to the transaction guidance table and transmitted to the mobile terminal to guide the customer.

  According to the customer guidance system of the present invention, an identifier representing a transaction business that can be transacted with a transaction medium is recorded on an IC tag provided in the transaction medium, and the identifier recorded on the IC tag is read during the transaction. Since the guidance place or device that can perform the transaction business that can be traded is transmitted to the portable terminal, the customer can go to the place or device that can trade without hesitation.

  Embodiments of the present invention will be described below with reference to the drawings. In addition, the same code | symbol is attached | subjected to the element which is common in drawing.

  The customer guidance system according to the first embodiment records, for example, an identifier of a business type that can be traded with the transaction medium (hereinafter referred to as “business ID”) on an IC tag mounted on a transaction medium such as a bankbook, The business ID recorded in the IC tag is read, and the guidance location and device corresponding to the business ID are transmitted to the portable terminal for display.

(System configuration)
FIG. 1 shows the configuration of the customer guidance system of the first embodiment. That is, the customer guidance system according to the first embodiment has a configuration in which the IC tag reader 2 having the wireless unit 10 and the ATM 5 are connected to the in-store server 1 by the in-store LAN 11. The in-store server 1 has wireless communication means 12 to the portable terminal 4, and the IC tag reader 2 is installed near the entrance of the store. The customer has the IC tag passbook 3 and the portable terminal 4 on which the IC tag is mounted.

(Structure of transaction induction table)
Next, a configuration of a transaction guidance table stored in a storage unit (not shown) of the in-store server 1 will be described with reference to FIG. As shown in FIG. 2, this transaction guidance table stores business IDs in correspondence with transaction guidance locations such as windows and ATMs. The business ID is preferably assigned so as to be common to other stores. Further, this transaction guidance table may be rewritten as needed by the in-store server 1 or by a staff member based on the information available at the window or ATM.

(Other configurations)
On the other hand, the IC tag passbook 3 possessed by the customer records customer-specific information such as transaction ID and account number of transactions that can be handled according to the type of passbook issued when the passbook is issued.

  Similarly, the mobile terminal 4 possessed by the customer may be a general mobile phone or a PDA (Personal Digital Assistant) with a wireless function, such as customer-specific information recorded in the IC tag in advance and a mobile phone number. Information that can be accessed by the mobile terminal is associated with the host computer or the in-store server 1 and recorded. Alternatively, a mobile phone number or the like that can access the terminal device may be recorded and placed on the IC tag.

(Operation)
With the above configuration, the customer guidance system according to the first embodiment operates as follows. This operation will be described below using the system configuration diagram of FIG. 1, the transaction guidance table example of FIG. 2, and the mobile terminal screen example of FIG. Note that the operation of transactions such as cash deposit and payment is not directly related to the present invention, and therefore detailed description thereof is omitted for the sake of brevity.

  First, when the customer enters the store with the IC tag passbook 3 and the mobile terminal 4, the IC tag reader 2 installed at the store entrance reads the business ID as the IC tag data of the IC tag passbook 3. . Since the IC tag is configured as a non-contact type IC, the customer only has to hold the passbook 3 with the IC tag over the IC tag reader 2.

  Then, the IC tag reading device 2 transmits the read data such as the business ID to the in-store server 1. Then, the in-store server 1 refers to the transaction guidance table shown in FIG. 2 stored in the server, and transmits information on the transaction guidance location corresponding to the read business ID to the mobile terminal 4 of the customer.

  For example, when the business ID is “03”, the transaction desired by the customer is “foreign currency deposit withdrawal”, the transaction at the window is possible, and the counter number “3 counter” is appropriate, Since the information that the transaction at ATM 5 cannot be performed is received, it is displayed on the screen of the portable terminal 4 as in the example of FIG. In order to prevent mistaken information transmission, the customer's name information and other information are recorded on the IC tag along with the information on the transaction guidance location, and as shown in the figure, It is recommended to display as “Contact”.

  In addition, when the business IDs are “01” and “02”, the transaction desired by the customer is “depositing ordinary deposit” or “depositing ordinary deposit”, or both transactions. Transactions are possible, the contact number is "No. 2 counter", and in the case of transactions at ATMs, the information that the No. 3 or No. 1 unit is appropriate is received. It is displayed as in the example of FIG.

  Then, the customer sees the information on the transaction guide location displayed on the mobile terminal 4 and moves to a place where the transaction is possible, and conducts the transaction. For example, when the guidance information is displayed as in the example of FIG. 3A, the process proceeds to the counter counter 3 and accepts it. When it is displayed as in the example of FIG. 3B, the ATM is selected as the window, and when ATM is desired, the process proceeds to the ATM No. 3 or No. 1 depending on the transaction type in order to conduct the transaction through the ATM.

(Effect of Example 1)
As described in detail above, according to the customer guidance system of the first embodiment, the business ID that can be traded in the passbook is recorded on the IC tag mounted on the passbook 3 with the IC tag, and the IC tag provided near the entrance Since the business ID recorded on the IC tag is read when passing through the reading device 2 and the appropriate guidance location corresponding to the business ID is transmitted to the portable terminal 4, a customer-desirable transaction window desired by the customer And the effect of being able to go to ATMs without hesitation.

  In addition, there is an effect that the same guidance can be provided at each store by making the business ID common to other stores and providing each store server with a transaction guidance table.

  In the customer guidance system of the second embodiment, a waiting number management device is provided, and a customer is guided to an appropriate transaction place or device based on information on the number of people waiting.

(Constitution)
As shown in FIG. 4, the configuration of the customer guidance system of the second embodiment is a system configuration in which a waiting number management device 6 is newly provided in the configuration of the first embodiment. Since it is the same as the configuration described with reference to FIG. 1 in the first embodiment, the detailed description of the same configuration is omitted for the sake of brevity.

  The configuration of the transaction guidance table, IC tag passbook 3 and portable terminal 4 is the same as that of the first embodiment, and detailed description thereof is omitted for the sake of brevity.

  The waiting number management device 6 has a function of acquiring and managing waiting number information of each window and each ATM. For example, a pressure sensor may be provided at each window or ATM floor, and the number of people information may be acquired, the number of people waiting may be detected by an infrared sensor, or the number of people waiting may be detected from an image from a camera. Also good. Alternatively, the waiting number may be extracted from the information that guides the customer and the information on the end of the transaction at each window or ATM. In the case of window reception, a window reception terminal is provided separately, The waiting number may be detected based on the received information.

  The in-store server 1 according to the second embodiment acquires the waiting number information from the waiting number management device 6 and operation information such as operating / stopping the ATM, and carries the mobile information together with the information acquired by referring to the transaction guidance table. It has a function to transmit to the terminal 4.

  In addition, the in-store server 1 may have a function of rewriting the transaction guidance table for appropriate customer guidance as needed from the acquired waiting number information and operational information such as when the ATM is operating or stopped, The information may be displayed, and the attendant may rewrite the transaction induction table as needed.

(Operation)
With the above configuration, the customer guidance system according to the second embodiment operates as follows. This operation will be described below with reference to the system configuration diagram of FIG. 4, the transaction guidance table example of FIG. 2, and the mobile terminal screen example of FIG.

  First, when the customer enters the store with the IC tag passbook 3 and the portable terminal 4, the IC tag reader 2 installed at the store entrance reads the business ID from the IC tag data of the IC tag passbook 3, It transmits to the in-store server 1.

  Then, the server 2 in the store uses the waiting number of persons acquired from the waiting number management device 6 together with the information acquired by referring to the transaction induction table shown in FIG. 2 as information on the transaction induction location corresponding to the read business ID. Information and ATM operation information are transmitted to the mobile terminal 4 of the customer.

  For example, when the business IDs are “01” and “02”, the waiting number of the counter “No. 2 counter” is 3, the waiting number of ATM 1 is 0, and the waiting number of ATM 3 is 2 , The transaction desired by the customer is "savings deposit withdrawal" or "savings deposit deposit", or both transactions. If the counter is “No. 2”, 3 people are waiting. If you are dealing with an ATM, No. 3 is suitable. In the case of transactions with 3 waiting people and ATM, the first machine is suitable and receives information that the waiting number is 0 with the current operation, so the screen of the portable terminal 4 is as shown in the example of FIG. Is displayed.

  In order to prevent mistaken information transmission, the customer's name information and other information are recorded on the IC tag along with the information on the transaction guidance location, and as shown in the figure, It is recommended to display as “Contact”.

  Then, the customer moves to a place where the procedure can be performed by referring to the information on the transaction guide location displayed on the portable terminal 4 and performs the procedure. When it is displayed as shown in the example of FIG. 5, select ATM from the counter, select ATM and go to ATM3 to make "savings deposit", and go to ATM1 to make "savings deposit" Proceed towards.

(Effect of Example 2)
As described in detail above, according to the customer guidance system of the second embodiment, in addition to the effects of the first embodiment, the waiting-for-person information and the ATM operation information are also transmitted and displayed on the mobile terminal. The customer can select a place or device where transactions can be made earlier.

  The customer guidance system according to the third embodiment records information on the number of transactions performed in the in-store server 1 for each transaction type, and based on the number of times information, the business with a large number of transactions is displayed and guided first. It is a thing.

(Constitution)
Since the configuration of the customer guidance system according to the third embodiment is the same as the configuration according to the second embodiment, detailed description thereof is omitted for the sake of brevity. Further, the configuration of the transaction guidance table, IC tag passbook 3 and portable terminal 4 is the same as that of the second embodiment, and therefore detailed description thereof is omitted for the sake of brevity.

  In the customer guidance system of the third embodiment, the number of transactions is recorded for each customer and each transaction type in a storage unit (not shown) of the in-store server 1.

(Operation)
With the above configuration, the customer guidance system of the third embodiment operates as follows. This operation will be described below with reference to the system configuration diagram of FIG. 4, the transaction guidance table example of FIG. 2, and the mobile terminal screen example of FIG.

  First, when the customer enters the store with the IC tag passbook 3 and the portable terminal 4, the IC tag reader 2 installed at the store entrance reads the business ID as the IC tag data of the IC tag passbook 3, It transmits to the in-store server 1.

  Then, the in-store server 2 updates the number of transactions for each business ID of the customer with the read customer information and business ID.

  Then, the in-store server 2 displays the information acquired by referring to the transaction guide table shown in FIG. 2, the window waiting number information acquired from the waiting number management device 6, and the ATM operation information in the descending order of the number of transactions. Is edited and transmitted to the mobile terminal 4 of the customer.

  For example, the business IDs “01” and “02”, the business ID “01”, the “ordinary deposit withdrawal” transaction count is 3, and the business ID “02” “normal deposit deposit” transaction count. Since the number of transactions for “deposit with ordinary deposit” is larger than the number of transactions, the customer guidance information regarding “deposit with ordinary deposit” is displayed on the screen of the mobile terminal 4 first as shown in FIG. Is displayed.

  In order to prevent mistaken information transmission, the customer name information and the like are recorded on the IC tag together with the guidance of the transaction guiding place, and the information is displayed as shown in FIG. What is good is the same as in the first and second embodiments.

  Then, since the customer can see the information of “deposit with ordinary deposit” that frequently conducts transactions first, the guidance information regarding “deposit with ordinary deposit” can be referred to in a short time, and the customer can move to the desired transaction induction location. And can make transactions. For example, when guidance information is displayed as in the example of FIG. 6, an ATM is selected as the window, and when ATM is selected, the process proceeds to the ATM No. 1 and performs a “deposit ordinary deposit” transaction.

  In the above description of the embodiment, it has been described that the guidance information is displayed in descending order of the number of transaction operations. However, the transaction operation in which the previous transaction was performed may be prioritized and displayed first. In this case, other guidance information may be displayed in the order in which it was displayed last time.

  Further, in the above description of the embodiment, the guidance information is displayed in the order in which the transaction business is performed frequently or in the order in which it was displayed last time. Or may be displayed.

  Moreover, in the description of the above embodiment, the store server 1 has been described to store and manage the number of transactions for each customer, but when a customer performs a transaction at a window or ATM, The number of transactions in the transaction business is counted up, and the IC tag writing device provided in the ATM terminal and the ATM is used to write to the IC tag of the passbook 3 with the IC tag. You may make it acquire transaction frequency information by reading data.

  Further, in the above description of the embodiment, it has been described that the number of transactions for each customer and transaction business is recorded in the in-store server 1, but it is recorded in another management device such as a host computer instead of the in-store server. Of course.

(Effect of Example 3)
As described above, according to the customer guidance system of the third embodiment, since the display order of the guidance information is changed based on the number of times, in addition to the effects of the first and second embodiments, the guidance information of the desired transaction The effect is that can be acquired quickly.

<< Other modifications >>
(1) In the above description of the embodiment, the mobile terminal 4 is described as being carried by the customer. However, as shown in FIG. 7, the mobile terminal 4 ′ is set on the mobile terminal set base 7 in the store. At the timing when the customer removes the portable terminal 4 ′ from the set base 7, the customer information and the business ID are read by communication with the IC tag of the IC tag passbook 3 possessed by the customer, and the portable terminal 4 ′ and the IC tag are read. Association with the passbook 3 may be performed, and the guidance information as in the above-described embodiment may be transmitted to the mobile terminal 4 ′ that the customer extracts and holds.

  (2) Also, in the above description of the embodiment, it has been explained that the information in the store, the guidance information to the ATM is distributed to the mobile terminal, but not only the store but also the information of other stores is managed, etc. If the store can be traded earlier, guidance information to that effect may be displayed.

  (3) Further, in the above description of the embodiment, the transaction medium on which the IC tag is mounted is described as a passbook. However, not only the passbook but also a cash card or the like in which customer-specific information (for example, an account number) is stored. Of course, it may be made to implement.

  (4) Further, in the above description of the embodiment, it has been described that the place or device where the transaction can be performed is displayed and guided on the portable terminal. However, it is of course possible to guide by voice or the like and with the display. .

  In the embodiments described above, the system has been described as a system for guiding customers to a window or ATM at a bank or post office, but the present invention is not limited to this. The system of the present invention can also be widely used in tax offices, transportation centers, and the like.

It is a block diagram of the customer guidance system of Example 1. It is an example of the transaction induction table of Example 1. 3 is an example of a mobile terminal screen according to the first embodiment. It is a block diagram of the customer guidance system of Example 2. 6 is an example of a mobile terminal screen according to the second embodiment. 10 is an example of a mobile terminal screen of Example 3. It is a block diagram of another customer guidance system.

Explanation of symbols

1 In-store 2 IC tag reader 3 IC tag passbook 4 Mobile terminal 5 ATM
6 Waiting number management device 7 Mobile terminal set stand

Claims (4)

In a customer guidance system that leads to a device or place where the customer can do the desired transaction,
A transaction medium that has a contactless communication function and records at least business types that can be traded, and
A portable terminal having a wireless communication function and a display function;
Non-contact reading means for reading the recorded contents of the transaction medium;
A transaction guidance table associating the business type and the device or place where the transaction is possible,
A customer guidance system for guiding a customer by acquiring a transactionable device or location corresponding to the business type read by the non-contact reading means with reference to the transaction guidance table, transmitting the device or location to the portable terminal . Providing state holding means for acquiring and holding the number of persons waiting at the device or place or the operating status of the device;
A transactionable device or place acquired by referring to the transaction induction table for the business type, waiting number information acquired by referring to the state holding means for the transactionable device or place, and an operating state of the device. The customer guidance system according to claim 1, wherein the customer guidance system is sent to the portable terminal to guide the customer. For each customer and transaction business, there is a transaction history holding means to hold a transaction history,
3. The customer guidance system according to claim 1, wherein a display method of customer guidance information is changed based on transaction history information acquired with reference to a transaction history holding means for each business type.   4. The customer guidance system according to claim 3, wherein the display method preferentially displays a transaction order with a large number of transactions or a recent transaction.

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