JP2007257125A - Reservation processing system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a reservation processing system for improving a service by guiding a reservation guest who has visited a store to a transaction window. <P>SOLUTION: This reservation processing system is provided with a reservation management device 1 which stores reservation data acquired by communication with terminals 3 and 4 owned by a customer by associating the reservation data with predetermined reservation ID, and returns the reservation ID to terminals 3 and 4 and an acceptance device 2 which requests the reservation management device 1 to read the reservation data associated with the reservation ID when the reservation ID is input through an input part 22, and discriminates a transaction window from the reservation data when the reservation data are received in response to the request, and notifies the reservation guest of the transaction window from output parts 23, 24 and 25. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to a reservation processing system that provides services to customers who have made reservations at a financial institution such as a bank.

  As a conventional reservation processing system, there is a system constituted by a reservation server, a window terminal, etc. provided in each branch office of a financial institution. When the reservation content from the reservation terminal is received via the network, the reservation server stores the reservation content and a predetermined reservation number in association with each other, and returns the reservation number to the reservation terminal. After that, when the reservation number issued at the time of reservation is input to the counter terminal by the employee of the counter service, the counter terminal reads the reservation content corresponding to the reservation number from the reservation server, and processes based on the read reservation content To the host computer (see, for example, Patent Document 1).

JP 2000-172766 (page 3-4, FIG. 1)

  However, in the reservation service mentioned above, the customer who made the reservation needs to tell the staff of the window and the lobby staff when he / she visits the store that he / she wants to visit the store himself / herself. Sometimes it was difficult to tell who to tell the store how to visit and if the staff were busy. If there is no report from the customer even if it is the appointment time from the side of the bank, if there is no customer who looks over the lobby and looks for the customer by the reservation requirement, is it late? , Etc. I had to be extra worried while doing business before contacting.

  A reservation processing system according to the present invention stores reservation data acquired by communication with a terminal owned by a customer in association with a predetermined reservation ID, and also stores a reservation management apparatus that returns a reservation ID to the terminal, an input unit, When the reservation ID is input through the input unit, the reservation management device is requested to read the reservation data associated with the reservation ID, and the reservation data is received in response to the request. In some cases, the information processing apparatus includes a reception device that determines a transaction window from reservation data and notifies the reservation customer of the transaction window from an output unit.

  In the present invention, when a reservation ID is input through the input unit, the reservation management device is requested to read the reservation data associated with the reservation ID, and the reservation data is received in response to this request. Since the transaction window is identified from the reservation data and the transaction window is notified to the reservation customer from the output section, it is not necessary for the reservation customer to tell the clerk of the window or the lobby staff that the customer is coming to the store. However, there is no need to worry about whether or not the reservation person is visiting the store.

Embodiment 1 FIG.
FIG. 1 is a schematic configuration diagram showing a reservation processing system according to Embodiment 1 of the present invention.
This system is installed in a center of a financial institution such as a bank, and is connected to a mobile phone 3 of a terminal owned by a customer, a PC 4 (personal computer), etc. via the Internet 5, and a business of the financial institution. The reception apparatus 2 is installed in a store or the like and connected to the reservation management unit 1 via, for example, a dedicated line 6.

  When the reservation management device 1 receives a reservation data read request from the mobile phone 3 or PC 4 via the Internet 5, the reservation management device 1 transmits the reservation data to the mobile phone 3 or PC 4 via the Internet 5 in response to the request. The reservation data is data as an empty form for inputting necessary items such as a reservation date, a store name, a customer name, and transaction details, and is realized by XML, for example. Transaction details include account opening, consulting services such as savings and operations, address change notifications, deposits and withdrawals and transfers. When necessary information is inputted and returned in the reservation data, a reservation ID is set and registered in the reservation DB (database) 11 in association with reservation data including necessary reservation information. Then, the reservation ID and a message to the effect that the reservation ID is input to the accepting device 2 when visiting the store are transmitted to the mobile phone 3 or the PC 4 that has returned the reservation data, and displayed on the screen.

  In addition, when the reservation ID from the receiving device 2 is received via the dedicated line 6, the reservation management device 1 searches whether or not the reservation ID is registered in the reservation DB 11, and when the reservation ID is not registered. The reception device 2 is notified of this, and when the reservation ID is registered, the reservation data associated with the reservation ID is read from the reservation DB 11 and transmitted to the reception device 2 via the dedicated line 6. In addition, the mobile phone 3 or the PC 4 responds to inquiries regarding the congestion status for the desired reservation date. For example, if the reservation desired date overlaps with many reservation customers and it is impossible to make a transaction, that day is not possible to make a reservation and introduces the days that can be traded from the previous and next three days, or the reservation desired date can be traded If so, notify that fact.

  The receiving device 2 includes a control unit 21, an input unit 22 configured by, for example, a keyboard and an IC card reader, a display unit 23 that is an output unit, a printing unit 24, and an audio output unit 25. The IC card reader of the input unit 22 is provided corresponding to a reservation customer, which records a reservation ID on the IC card using an IC card writing device provided in the PC 4. . The display unit 23 displays a reservation ID input method for reservation customers, and a reception number acquisition method for reservationless customers. The printing unit 24 receives the reception number determined by the control unit 21, The counter number and the like are printed on a piece of paper and issued to the customer. The voice output unit 25 notifies the customer of greetings and operation methods, the guide to the reservation customer by voice, and the like.

  When the reservation ID is input by the keyboard operation of the input unit 22, the control unit 21 described above transmits the reservation ID to the reservation management apparatus 1 via the dedicated line 6, and the electronic information of the IC card is transmitted to the IC card. When input through the reader, the reservation ID is extracted from the electronic information and transmitted to the reservation management apparatus 1. Note that each time a reservation ID is input by an IC card reader or keyboard operation, the reservation management apparatus 1 is inquired about the reservation status, so the number of communications increases. Therefore, for example, every hour from the reservation management apparatus 1 to each sales office. Information of the reservation ID and reservation data may be distributed and sent to the accepting device 2 in advance. At that time, the reservation management apparatus 1 determines which set of reservation data and reservation ID should be distributed to which store based on the information of the store name in the reservation data. In this case, when the accepting device 2 accepts the input of the reservation ID, if the inputted reservation ID is included in the reservation ID received in advance, the accepting device 2 must perform the above-described processing based on the reservation data. For example, the reservation management apparatus 1 is inquired by the same processing as described above. When receiving notification that there is no reservation data in response to the transmission of the reservation ID, an error message is displayed on the display unit 23. When reservation data is received, the window is determined from the transaction content included in the reservation data. In addition, it is determined whether or not the window is compatible. This determination is based on the number of reception numbers that have not been completed for a plurality of reception numbers assigned to the window (window terminal 7). That is, the determination is made based on the number of unfinished transaction reception numbers based on the transaction termination reception number sent by operating the bank assistant's counter terminal 7.

  For example, if it is determined that there are few customers waiting at the counter based on the number of receipts that have not been completed, or if there are only a few customers, it can be guided to the counter. "Please come to the counter of the number" and notify the display section 23 and the voice output section 25 respectively, and inform the reservation customer by screen and voice. Further, when it is determined that there are more than ten customers waiting at the counter from the number of reception numbers that have not been completed, the reservation customer's reception number is issued from the printing unit 24, and the counter number is displayed on the display unit 23 and voice. Inform through the output unit 25. When the customer is guided to the window, the reception number dedicated to the reservation customer is notified to the window terminal 7 of the window via the LAN 8. Reservation numbers for reservation customers are prepared separately from reservation numbers without reservations. For example, if 1 to 500 are used as reservation numbers without reservation, 501 to 999 are used as reservation numbers for reservation customers only. I use it. This reservation number dedicated to the reservation customer is processed with higher priority than the reception number without reservation. In other words, when a staff member of the window confirms the reception number dedicated to the reservation customer through the window terminal 7, the number is read out and the transaction with the reservation customer is preferentially performed.

  In addition, when the control unit 21 detects a notification of a vacant window from the window terminal 7 by an operation of a bank clerk, it searches for whether or not there is a reception number dedicated to a reservation customer who has not yet completed a transaction, and a reception number dedicated to a reservation customer If the reservation ID is recognized from the receipt number, it is determined whether or not the transaction is possible based on the transaction contents of the reservation data associated with the reservation ID. Only when it is determined, the reception number is notified to the window terminal 7 via the LAN 8. When the receptionist confirms the notification of the reception number, he / she reads the reception number and conducts a transaction with the reservation customer.

Next, the operation of the reservation processing system of this embodiment will be described.
When a reservation data read request from the mobile phone 3 or PC 4 owned by the reservation customer is received by the reservation management apparatus 1 via the Internet 5, the reservation management apparatus 1 sends the reservation data to the Internet in response to the read request. 5 is distributed to the mobile phone 3 and the PC 4 that has transmitted the read request is received. When necessary information is inputted and returned in the reservation data, a reservation ID is set for the reservation customer and registered in the reservation DB 11 in association with the reservation data. Then, the reservation ID and a message indicating that the reservation ID is input to the accepting device 2 when visiting the store are transmitted to the mobile phone 3 or the PC 4 that has returned the reservation data, and displayed on the screen.

  On the other hand, when the control unit 21 of the accepting device 2 detects the input of the reservation ID by operating the keyboard of the input unit 22, the control unit 21 transmits the reservation ID to the reservation management device 1 via the dedicated line 6, and also the electronic card of the IC card. When the information is input through the IC card reader, the reservation ID is extracted from the electronic information and transmitted to the reservation management apparatus 1. When the reservation ID is received, the reservation management device 1 searches whether or not the reservation ID is registered in the reservation DB 11. When the reservation ID is not registered, the reception device 2 is notified through the dedicated line 6 and an error message is displayed on the display unit 22 from the control unit 21. When the reservation ID is registered in the reservation DB 11, the reservation data associated with the reservation ID is read and transmitted to the accepting device 2 via the dedicated line 6.

  When the reservation data is received by the accepting device 2, the control unit 21 reads it, determines the window from the transaction content included in the reservation data, and determines whether or not the window is compatible. Since this determination is described above, it is omitted here. When it is determined that the window can be handled, the display unit 23 and the voice output unit 25 are each notified of the guidance “XX, I've been waiting. Then, inform the reservation customer by screen and sound. On the other hand, if it is determined that the window is not compatible, a reservation number exclusively for the reservation customer is issued. That is, the number tag is issued from the printing unit 24, and the reservation customer is notified from the display unit 23 and the audio output unit 25. When the customer is guided to the window, the reception terminal dedicated to the reservation customer is notified to the window terminal 7 of the window via the LAN 8 to notify the bank employee of the window service.

  Further, when the control unit 21 detects the notification of the window available from the window terminal 7, it searches for whether or not there is a reception number dedicated to the reservation customer who has not yet completed the transaction, and there is a reception number dedicated to the reservation customer. When the reservation ID is recognized from the reception number, and it is determined whether or not the transaction is possible based on the transaction contents of the reservation data associated with the reservation ID. Only the reception number is notified to the window terminal 7 via the LAN 8 so that a transaction can be made with the reservation customer holding the reception number.

  As described above, according to the first embodiment, the reservation data is retrieved from the reservation management apparatus 1 using the reservation ID acquired by the reservation customer through communication with the reservation management apparatus 1 as a key, and the retrieved reservation data (transaction contents) If the contact number is determined, it is determined whether or not the contact is available. If it is available, the contact number is notified to the reservation customer. Since the reservation customer-specific reception number is issued to inform the reservation customer and the reception terminal 7 is notified of the reservation customer-specific reception number, the reservation customer informs the clerk of the window and the lobby staff that he / she is coming to the store. This eliminates the need for employees, and allows the employee to concentrate on work without having to worry about whether or not the reservation person is visiting the store.

  In the first embodiment, a reservation ID is issued to a reservation customer who has requested a transaction reservation and is used as a key when visiting the store. However, customer identification information is input to reservation data. It may be used as a key when visiting the store. Examples of the customer identification information include a store number, an account number, a CIF number, a member number, a telephone number, an e-mail address, and the like. In addition, when using a shop number, an account number, a CIF number, a member number, etc. as customer identification information, the apparatus which reads a magnetic stripe is added to the input part 22 of the reception apparatus 2. FIG.

  In the first embodiment, it has been described that the receiving device 2 includes the control unit 21, the input unit 22, the display unit 23, the printing unit 24, and the audio output unit 25. However, the display unit 23 and the printing unit 24 are described. And the reception device 2 including the control unit 21 and the input unit 22, or the display unit 23, the printing unit 24, and the audio output unit 25. The accepting device 2 configured by any two, the control unit 21 and the input unit 22 may be used.

  In addition, as shown in FIG. 2, the accepting device 2 includes a control unit 21, an input unit 22, and a display unit 23, and the input unit 22 includes a non-contact IC card data reading device and a keyboard. May be. When a contactless IC card is used, a part of data recorded on the contactless IC card is input as a part of reservation data when making a transaction reservation.

  Furthermore, the control unit 21, the input unit 22, the display unit 23, the printing unit 24, and the audio output unit 25 of the receiving device 2 are separated as individual devices, and these devices are connected by an interface and used as a receiving device. Also good.

  In addition, it has been described that the reception device 2 includes the input unit 22 and the display unit 23 including a keyboard and an IC card reader. However, a touch panel display is used instead of the keyboard and the display unit 23. It may be.

Embodiment 2. FIG.
The reservation processing system according to the second embodiment is such that the reservation management device 1a notifies the window terminal 7 that a reservation customer has visited the store, and will be described below with reference to FIG. FIG. 3 is a schematic configuration diagram showing a reservation processing system according to the second embodiment of the present invention. In addition, the same code | symbol is attached | subjected to the same or equivalent part as Embodiment 1 demonstrated in FIG. 1, and description is abbreviate | omitted.

  In the second embodiment, when the reservation ID is input from the input unit 22 of the accepting device 2, the control unit 21a transmits the reservation ID to the reservation management device 1a and stores the reservation data as in the first embodiment. When reading is requested and reservation data is returned in response to the request, the window is determined from the transaction content included in the reservation data, and it is determined whether or not the window is compatible. This determination is the same as that described in the first embodiment. When it is determined that the window can be handled, the display unit 23 and the voice output unit 25 are each notified of the guidance “XX, I've been waiting. Then guide the reservation customers. Then, the name of the reservation customer included in the reservation data and information on the window terminal 7 of the window that guides the reservation customer are transmitted to the reservation management device 1a via the dedicated line 6.

  Further, when it is determined that the window is not compatible, the reservation customer-specific reception number is issued from the printing unit 24 and the display unit 23 and the voice output unit 25 inform the reservation customer to that effect. The reception number dedicated to the reservation customer is notified to the window terminal 7 via the LAN 8. Then, the name and reception number of the reservation customer included in the reservation data and the information of the window terminal 7 of the window to which the number is assigned are transmitted to the reservation management apparatus 1a via the dedicated line 6.

  On the other hand, when the reservation ID from the reception device 2 is received via the dedicated line 6, the reservation management device 1a searches the reservation DB 11 for reservation data associated with the reservation ID, as in the first embodiment. And reply to the accepting device 2. When replying to the reservation data, the name of the reservation customer and the information of the contact terminal 7 that guides the reservation customer are received, and the contact terminal 7 “Reservation XX has visited the store.” Is notified via the LAN 8 to inform the staff of the window service. In addition, when the name and reception number of the reservation customer and the information of the counter terminal 7 of the window to which the number is assigned are received, the reservation terminal “7” The guidance “You have come to the store” is notified via the LAN 8 to the attendant of the counter service.

  As described above, according to the second embodiment, when the reception device 2 guides the window according to the reception of the reservation customer or issues a reception number, the reservation management device 1a sends the reservation customer to the employee in charge of the window business. Since the store has been informed that the store has visited, the clerk can go to the lobby to guide the reservation customer, and the service to the reservation customer is improved.

  In the second embodiment, the reservation management device 1a informs the counter terminal 7 of the responsible employee that the reservation customer has come to the store. However, the reservation management device 1a has a CTI function, and the reservation customer visits the reception device 2 from the reception device 2. When the notification is received, it may be notified through the telephone of the employee in charge of the window using the function.

  Further, as shown in FIG. 4, the reception device 2 is configured by a control unit 21a and an input unit 22, and when a reservation customer receives the reception device 2, the reservation management device 1a sends it to the window terminal 7 as described above. The person in charge may be greeted by notifying the fact. In this case, in addition to improving the service for the reservation customer, the configuration of the receiving device 2 can be simplified, and an inexpensive system can be provided.

It is a schematic block diagram which shows the reservation processing system which concerns on Embodiment 1 of this invention. It is a schematic block diagram of the reservation processing system which shows the other example of Embodiment 1. FIG. It is a schematic block diagram which shows the reservation processing system which concerns on Embodiment 2 of this invention. FIG. 10 is a schematic configuration diagram of a reservation processing system showing another example of the second embodiment.

Explanation of symbols

1, 1a reservation management device, 11 reservation DB (database), 2 receiving device, 21, 21a control unit, 22 input unit, 23 display unit, 24 printing unit, 25 voice output unit, 3 mobile phone, 4 personal computer (PC) ) 5 Internet, 6 dedicated lines, 7 window terminals, 8 LAN.

Claims (3)

Reservation data acquired by communication with a terminal owned by a customer is stored in association with a predetermined reservation ID, and a reservation management device that returns a reservation ID to the terminal;
When the reservation ID is input through the input unit, the reservation management device is requested to read out the reservation data associated with the reservation ID, and the reservation data is responded to the request. A reservation processing system, comprising: a reception device that determines a transaction window from reservation data and notifies the reservation customer of the transaction window from the output unit.   When the reception device determines the transaction window from the reservation data, it determines whether or not the transaction window can be handled from the status of transaction processing, and when it determines that the transaction window is available, the window number of the transaction window is displayed in the output unit. To the reservation customer, and when it is determined that the situation is not possible, the reservation customer-specific reception number is notified from the output unit to the reservation customer, and the reception number is notified to the terminal of the transaction window. The reservation processing system according to claim 1, wherein: The reception device sends the information to the reservation management device when notifying the output section of the window number of the transaction window, or when notifying the reception number dedicated to the reservation customer,
The reservation processing system according to claim 2, wherein the reservation management device notifies the terminal of the corresponding transaction window that the reservation customer has visited the store according to information from the reception device.

Images