JP2009048336A - Automatic teller machine and automatic teller system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an automatic teller machine and an automatic teller system for supporting the operation of a user by properly displaying detail descriptions for an operation bothering a user. <P>SOLUTION: When displaying an input operation screen on which input error count is recorded in user operation information read from an inserted card, a detail description screen extracted from a storage part 17 is displayed based on identification information for identifying the input operation screen, and when no input operation is detected even when a prescribed time elapses after the input operation screen is displayed, the detail description screen extracted from the storage part 17 is displayed based on the coordinate information of the position of a visual line of the user on the input operation screen acquired by a user's visual line position determination means 183. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to an automatic transaction apparatus and an automatic transaction system that accepts user operations and performs various transactions, and more particularly to an automatic transaction apparatus and an automatic transaction system that support a user who is unfamiliar with the operation.

A conventional automatic transaction apparatus detects the line of sight of a user who operates, and displays a three-dimensional image of the field of view of the detected line of sight on a display unit together with a screen for guiding the user's operation. , And an operation method for inserting and receiving cash or the like (see, for example, Patent Document 1).
Japanese Patent Laying-Open No. 2005-301484 (paragraphs “0034” to “0035”, FIGS. 7 and 8)

  However, in the above-described conventional technology, since the insertion portion of the transaction medium such as a card, passbook, and cash and the operation method of the transaction medium are guided according to the visual field of the user's line of sight, the transaction is performed. There is a problem that appropriate information cannot be presented to a user who does not know the contents of the transaction displayed on the transaction selection screen for selection, the input operation procedure in the selected transaction, and the method.

  An object of the present invention is to solve such a problem.

  Therefore, the present invention provides an input for identifying a transaction input operation screen in an automatic transaction apparatus that accepts insertion of a transaction medium such as a card or passbook possessed by a user and accepts a user's input operation and conducts a transaction. A storage unit that stores in advance detailed description screen information that explains in detail the operation method and operation procedure of the user in association with the operation screen identification information and the coordinate information indicating the position in the input operation screen, and an error for each input operation screen Accepting the insertion of a transaction medium that stores user operation information consisting of the number of input operations, taking a transaction medium handling unit that reads the user operation information from the transaction medium, and taking a face image of the user to operate with the camera unit, User gaze position determination means for acquiring coordinate information of a gaze position on the user's input operation screen from the user's face image, and user operation information read by the transaction medium handling unit When displaying the input operation screen in which the number of operations is recorded, the detailed explanation screen extracted from the storage unit based on the input operation screen identification information is displayed, and a predetermined time has elapsed since the input operation screen was displayed. Even when an input operation is not detected, guidance content switching means for displaying a detailed explanation screen extracted from the storage unit based on the coordinate information acquired by the user gaze position determination means is provided, and the user's operation is performed. It is characterized by supporting it.

  According to the present invention thus configured, it is possible to appropriately display a detailed explanation regarding an operation that the user is in trouble and to support the user's operation.

  Embodiments of an automatic transaction apparatus and an automatic transaction system according to the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram showing the configuration of the automatic transaction apparatus according to the first embodiment.
In FIG. 1, reference numeral 1 denotes an automatic transaction apparatus, which is installed in a store of a financial institution such as a bank or a store such as a convenience store. This automatic transaction apparatus 1 accepts insertion of a transaction medium such as a magnetic stripe or a card with an IC chip in which account information such as a branch number, account item, and account number of an account opened by a user at a financial institution is recorded. It conducts transactions such as cash withdrawals, cash deposit transactions and transfer transactions.

In this embodiment, the automatic transaction apparatus 1 will be described as an automatic teller machine. However, the automatic transaction apparatus 1 is an automatic ticket vending machine, automatic air ticket issuing machine, unmanned contract machine, etc. that issues tickets such as tickets and admission tickets. It is a concept that includes an automated device operated by a user.
A plurality of automatic transaction apparatuses 1 may be connected to the communication line 2.
Reference numeral 3 denotes a host computer as a host device of the automatic transaction apparatus 1, which is installed in a business center of a financial institution such as a bank. The host computer 3 includes a control unit that is a calculation and control unit such as a CPU (Central Processing Unit) and an MPU (Micro Processing Unit), a storage unit that is a storage unit such as a magnetic disk and a semiconductor memory, and a communication unit that is a communication unit. And is connected to the automatic transaction apparatus 1 or the like via the communication line 2 so that they can communicate with each other.

Further, the host computer 3 determines whether or not to establish a user transaction by sending and receiving transaction messages such as cash withdrawal, cash deposit, and transfer transaction with the automatic transaction apparatus 1 and processes the transaction. Do. In addition, the user's account number and the user's personal identification number are used to verify the identity of the person.
A user operation display unit 11 includes an operation unit 111 such as a touch panel and a display unit 112 such as a liquid crystal display. The user operation display unit 11 has a touch panel arranged on a display unit 112 such as a CRT display or a liquid crystal display, and the user performs an input operation, etc. In addition, a transaction selection screen and a transaction selected by the user are displayed. A screen for guiding the user's input operation, information input by the user's input operation, and a screen for explaining in detail the functions and operation methods of the automatic transaction apparatus 1 .

  A card handling unit 12 as a transaction medium handling unit has a card reading / writing mechanism. The card handling unit 12 includes account information such as an account number from a magnetic stripe or IC chip of a card inserted by a user into a card insertion / extraction port provided on the front surface of the automatic transaction apparatus 1, user operation information described later, and the like. The card from which the account information or the like has been read can be discharged from the card insertion / extraction opening provided on the front face of the automatic transaction apparatus 1 and returned to the user.

Further, the card handling unit 12 includes a statement slip printing mechanism and the like, so that a transaction result or the like can be printed on a statement slip and issued to the user.
Reference numeral 13 denotes a bankbook handling unit, which includes a magnetic stripe read / write mechanism, a bankbook printing mechanism, and the like. This bankbook handling unit 13 can read account information such as an account number from the magnetic stripe of the bankbook inserted by the user in the bankbook insertion / extraction port provided on the front face of the automatic transaction apparatus 1, and can store transactions in the bankbook. The contents can be printed. The passbook, which reads the account information and the like and prints the contents of the transaction, can be discharged from the passbook insertion / discharge port provided on the front face of the automatic transaction apparatus 1 and returned to the user.

  Reference numeral 14 denotes a deposit / withdrawal unit, which is composed of a banknote deposit / withdrawal machine and a coin deposit / withdrawal machine. This depositing / withdrawing unit 14 performs deposit / withdrawal processing of banknotes and coins accompanying cash withdrawal transactions and cash deposit transactions. Here, the deposit processing means that the banknote inserted by the user into the banknote deposit / withdrawal port provided on the front face of the automatic transaction apparatus 1 is discriminated by the discrimination section of the banknote depositing / dispensing machine and the banknote of the denomination is counted. The coins entered by the user into the coin deposit / withdrawal port provided on the front face of the automatic transaction apparatus 1 are discriminated by the discrimination unit of the coin deposit / withdrawal machine and the coins of the denomination are counted. And storing it in a safe. With the withdrawal process, banknotes and coins corresponding to the amount specified by the user's operation are fed out from the banknote deposit / withdrawal machine and coin deposit / withdrawal machine safe and counted to the banknote deposit / withdrawal slot and coin deposit / withdrawal slot. And paying out to users.

In addition, the structure which is not equipped with a coin depositing and dispensing machine may be sufficient.
Reference numeral 15 denotes a camera unit which is installed on the front surface of the automatic transaction apparatus 1 so as to face the user and shoots a user's face image by a CCD (Charge Coupled Device) or the like. The camera unit 15 may be a surveillance camera that captures a user's face image.
A communication unit 16 controls communication with the host computer 3 and the like via the communication line 2.

The automatic transaction apparatus 1 includes a voice output unit (not shown), and can synthesize voice data stored in the storage unit and output a detailed description of functions and operation methods to the user as voice. Yes.
Reference numeral 17 denotes a storage unit which is composed of a semiconductor memory, a magnetic disk, or the like, can store information, and can read the stored information. The storage unit 17 identifies a control program (software) for controlling the operation of the entire automatic transaction apparatus 1, screen data displayed on the user operation display unit 11, audio data output by the audio output unit, and the automatic transaction apparatus 1. The automatic transaction device identification number for storing the information necessary for the transaction performed by the user is stored.

Here, the screen data displayed on the user operation display unit 11 stored in the storage unit 17 and the audio data output by the audio output unit will be described.
The screen data displayed on the user operation display unit 11 is information for displaying a screen for each processing stage in each transaction. For example, a transaction selection screen for selecting a transaction, a card that prompts the user to insert a card Screen information for displaying a user guidance screen such as an insertion guidance screen, a password input guidance screen for confirming the identity, a payment amount input guidance screen for prompting the input of the payment amount, and a function at each processing stage in each transaction This is screen information for displaying a detailed explanation screen for displaying a detailed explanation of the operation method and operation procedure.

  The voice data output by the voice output unit is information for outputting operation guidance voices for each processing stage in each transaction, such as “Please select your transaction” and “Please insert a card”. Voice information for outputting the user-guided word, and voice information for outputting a detailed explanation word that is a detailed explanation of the function, operation method, and operation procedure for each processing stage in each transaction.

  Screen information for displaying the user guidance screen, screen information for displaying the detailed explanation screen, voice information for outputting the user guidance text, and voice information for outputting the detailed explanation text are The screen information for displaying the detailed explanation screen and the voice information for outputting the detailed explanation text are stored in advance in the storage unit 17 in association with input operation screen identification information for identifying the input operation screen in the transaction. It is assumed that the coordinate information of the operation buttons displayed on the user guidance screen for each stage and the coordinate information of the part explaining the operation method are stored in the storage unit 17 in advance.

Furthermore, the screen information for displaying the detailed explanation screen and the voice information for outputting the detailed explanation text are configured so that the explanation contents become more detailed according to the number of erroneous operations by the user. To do.
Accordingly, screen information for searching the storage unit 17 based on the input operation screen identification information to display the user guidance screen, screen information for displaying the detailed explanation screen, and voice for outputting the user guidance wording. Based on the coordinate information of the operation button displayed on the user guidance screen for each processing stage and the coordinate information of the part explaining the operation method. Thus, it is possible to read out the screen information for displaying the detailed explanation screen by searching the storage unit 17 and the voice information for outputting the detailed explanation text.

Further, it is possible to read out screen information for displaying the detailed explanation screen and voice information for outputting the detailed explanation text according to the number of erroneous operations of the user.
Reference numeral 18 denotes a control unit, which is composed of arithmetic and control means such as a CPU and MPU. This control unit 18 includes an automatic transaction including a user operation display unit 11, a card handling unit 12, a bankbook handling unit 13, a deposit / withdrawal unit 14, a camera unit 15, a communication unit 16, a storage unit 17, and a voice output unit (not shown). The operation of the entire apparatus 1 is controlled based on a control program (software) stored in the storage unit 17. In addition, this control part 18 shall have a time measurement means to measure time.

The control unit 18 also includes a user operation information holding unit 181, a guidance content switching unit 182, and a user determination processing unit 183.
The user operation information holding means 181 reads the user operation information related to the erroneous operation of the user recorded on the card by the card handling unit 12, stores the read user operation information in the storage unit 17, and updates it. The user operation information is recorded on the card by the card handling unit 12.

Here, the user operation information will be described based on the explanatory diagram of the user operation information in the first embodiment of FIG.
In FIG. 5, reference numeral 51 denotes transaction content, which is information indicating a transaction in which the user has made an erroneous operation. This transaction content 51 includes, for example, “cash deposit” indicating a cash deposit transaction, “cash withdrawal” indicating a cash withdrawal transaction, “transfer” indicating a cash transfer transaction, etc. Is shown.

  Reference numeral 52 denotes screen information, which is information (input operation screen identification information) for identifying the input operation screen on which the user has made an erroneous operation. This screen information 52 indicates an input operation screen at each processing stage in the transaction indicated by the transaction content 51. For example, “bank name selection” indicating an input operation screen for a bank name of a transfer destination, an input operation screen for a branch name of a transfer destination A screen in which the user performs an erroneous operation such as “select branch name” is shown.

Reference numeral 53 denotes the number of errors, which is information indicating the number of times the user has made an erroneous operation. The number 53 of errors indicates the number of erroneous operations performed on the operation screen indicated by the transaction screen information 52 indicated by the transaction content 51. When the number of erroneous operations performed by the user is “0”, the transaction content 51, the screen information 52, and the error count 53 are not recorded.
Thus, the user operation information is composed of transaction contents 51, screen information 52, and the number of errors 53, and indicates a history of erroneous operations in the user's transaction, and the magnetic stripe and IC of the card possessed by the user. It is recorded on a chip or the like.

The user operation information may be stored in a database (not shown) of the host computer 3 in association with the user account information.
Returning to the description of FIG. 1, the guidance content switching unit 182 displays the above-described detailed description screen on the normal user guidance screen displayed on the display unit 112, and the usage calculated by the user gaze position determination unit 183. The storage unit 17 is searched based on the coordinate information indicating the user's line-of-sight position, screen information for displaying the detailed description screen can be extracted, and the detailed description screen can be displayed in the vicinity of the user's line-of-sight position. It is like that. Further, the storage unit 17 is searched based on the coordinate information indicating the user's line-of-sight position calculated by the user's line-of-sight position determination unit 183, and voice information for outputting the detailed description is extracted and the detailed description is displayed. It can be output.

The user line-of-sight position determination means 183 detects the position of the user's line of sight on the display unit 112, that is, coordinate information on the display unit 112, from the face image of the user photographed by the camera unit 15.
Here, the line-of-sight position detection process in which the user line-of-sight position determination means 183 detects the position of the line of sight of the user on the display unit 112 is represented by S in the flowchart of the line-of-sight position detection process in the first embodiment of FIG. Therefore, it explains.

S1b: The user's line-of-sight position determination means 183 detects the face position by extracting facial feature information from the user's face image information captured by the camera unit 15 and stored in the storage unit 17.
S2b: When the face position is detected, the user gaze position determining means 183 detects the eye position from the face image information, and extracts and stores the detected position information in the height direction of the eyes and the image information of the eyeball part of the eyes. Store in the unit 17.

S3b: Next, the user's line-of-sight position determination means 183 detects the position of the black eye from the extracted image information of the eyeball portion, extracts the image information of the black eye, and stores the black eye image information and the storage unit 17 in advance. Matching processing is performed with image information of black eyes having various lines of sight, and the line-of-sight direction is calculated.
S4b: When the line-of-sight direction is calculated, the user's line-of-sight position determining means 183 calculates the line-of-sight position of the user on the display unit 112, that is, the display unit from the line-of-sight direction and the position information in the eye height direction stored in the storage unit 17. The coordinate information at 112 is calculated.

In this way, the user gaze position determination unit 183 calculates the user's gaze position (coordinate information) from the user's face image information captured by the camera unit 15.
The method for detecting the user's line-of-sight position from the user's face image information is not limited to the above-described method, and a method for estimating and calculating the line-of-sight direction from a three-dimensional vector connecting the center of the eyeball and the center of the iris. Alternatively, a known technique such as a method of calculating from the positional relationship between the center coordinates of the image of the point light source reflected on the surface of the eyeball and the center coordinates of the pupil may be used.

The operation of the above configuration will be described.
FIG. 2 is a flowchart showing transaction processing in the first embodiment, and will be described in accordance with steps represented by S in the figure.
The operation of each unit in each embodiment described below is controlled by a control unit such as a central processing unit (not shown) based on a program (software) stored in a storage unit such as a memory or a magnetic disk (not shown).

S1a: The control part 18 of the automatic transaction apparatus 1 waits for a user's approach. When the proximity sensor (not shown) of the automatic transaction apparatus 1 detects the approach of the user, the process proceeds to S2a.
S2a: When the proximity sensor of the automatic transaction apparatus 1 detects the approach of the user, the voice output unit outputs voice guidance such as “Please come and press the desired transaction button” according to the instruction of the control unit 18 and use it. The person operation display unit 11 reads the screen information stored in the storage unit 17 in association with the input operation screen identification information, and displays a transaction selection screen as a reception menu screen.

As shown in FIG. 4 (a), the transaction selection screen 40 includes words such as “Please select a transaction” and “withdrawal”, “deposit”, “transfer”, “balance inquiry”, “ This is composed of a transaction selection button 41 and the like for selecting a transaction such as “passbook entry” and “transfer”.
S3a: When the transaction selection screen is displayed, the control unit 18 waits for any transaction selection button 41 to be pressed via the user operation display unit 11.

When the control unit 18 detects that any one of the transaction selection buttons 41 is pressed via the user operation display unit 11, that is, when an input is detected, the process proceeds to S6a, and when no input is detected, the process proceeds to S4a.
S4a: The time measuring means of the control unit 18 determines whether or not a predetermined time stored in the storage unit 17 in advance has elapsed since the transaction selection screen was displayed. As a result, if it is determined that the predetermined time has elapsed, the process proceeds to S5a. If it is determined that the predetermined time has not elapsed, the process proceeds to S3a and the input of the transaction selection button 41 is awaited.

  S5a: When it is determined that the predetermined time has elapsed, the camera unit 15 instructs the user's face image at, for example, 30 frames / second (not limited to 30 frames / second; the same applies hereinafter) according to an instruction from the control unit 18. The captured face image information is stored in the storage unit 17. The user's line-of-sight position determination means 183 of the control unit 18 performs the above-described line-of-sight position detection processing and detects the position (coordinate information) of the user's line of sight on the display unit 112.

In response to an instruction from the guidance content switching means 182 of the control unit 18, the user operation display unit 11 gives a detailed description of the transaction selection button 41 displayed at the detected position (coordinate information) of the user's line of sight. Display in the vicinity of.
For example, as shown in FIG. 4A, when the user's line-of-sight position exists on the “transfer” operation button 41 of the transaction selection screen 40 displayed on the display unit 112 of the user operation display unit 11, As shown in FIG. 4B, in the vicinity of the “Transfer” operation button 41 where the user's line of sight exists, “the funds can be transferred between the user's accounts (ordinary / savings account, etc.).” A detailed explanation 42 of the “transfer” transaction such as “” is displayed.

When a detailed description of the transaction selection button 41 is displayed in the vicinity of the user's line-of-sight position, the process proceeds to S3a and the input of the transaction selection button 41 is awaited.
S6a: When the operation unit 112 of the user operation display unit 11 detects the input (pressing) of the transaction selection button 41 in S3a, the control unit 18 starts a transaction corresponding to the pressed transaction selection button 41. In this embodiment, it is assumed that the “Transfer” transaction selection button 41 is pressed.

S7a: In response to an instruction from the control unit 18, the user operation display unit 11 reads the screen information stored in the storage unit 17 in association with the input operation screen identification information (card insertion stage) and informs the user of the card as a transaction medium. Displays a card insertion guidance screen that prompts insertion.
The card handling unit 12 waits for insertion of the card, and the user inserts the card possessed from the card insertion discharge port of the card handling unit 12 according to the card insertion guidance screen.

In response to an instruction from the control unit 18, the card handling unit 12 reads information such as account information recorded on the magnetic stripe or IC chip of the inserted card, and the control unit 18 includes user operation information in the read information. It is determined whether or not it is included.
If it is determined that user operation information is included, the process proceeds to S10a. If it is determined that user operation information is not included, the process proceeds to S8a.

  S8a: The control unit 18 transmits a message for inquiring whether the user operation information of the user exists together with the account information read from the card to the host computer 3 via the communication unit 16. The control unit 18 shifts the process to S9a when receiving a message indicating that user operation information exists from the host computer 3 via the communication unit 16, and shifts the process to S11a when receiving a message indicating that the user operation information does not exist.

  S9a: When receiving a message indicating that the user operation information exists from the host computer 3, the control unit 18 requests the host computer 3 to extract the user operation information together with the account information read from the card via the communication unit 16. Send. The host computer 3 extracts user operation information of the user based on the received account information and transmits it to the automatic transaction apparatus 1. Upon receiving the user operation information from the host computer 3, the user operation information holding means 181 of the control unit 18 of the automatic transaction apparatus 1 stores the user operation information in the storage unit 17, and the process proceeds to S11a.

S10a: When it is determined that the user operation information is included in the information read from the card, the user operation information holding unit 181 of the control unit 18 extracts the user operation information from the information read from the card. The data is stored in the storage unit 17.
S11a: When the control unit 18 displays a screen that requires a user input operation in the transaction, the past error in the corresponding input screen based on the transaction content 51 and the screen information 52 of the user operation information stored in the storage unit 17 The number 53 is extracted. For example, as shown in FIG. 5, the number of errors is “3 times” in the “bank name selection” screen in the “transfer” transaction, and the error number is “3 times” in the “bank name selection” screen in the “transfer” transaction. “Twice” is extracted.

When the control unit 18 extracts the error count 53 from the user operation information, it is determined that it is necessary to present guidance information for detailed explanation to the user, and the process proceeds to S12a. It is determined that presentation guidance information is unnecessary, and the process proceeds to S13a.
S12a: When the error count 53 is extracted from the user operation information, the guidance content switching unit 182 of the control unit 18 searches the storage unit 17 based on the input operation screen identification information and the number of erroneous operations to display a detailed explanation screen. The screen information and the voice information for outputting the detailed explanation text are extracted, the user operation display unit 11 displays the detailed explanation screen on the display unit 112 based on the extracted screen information, and the voice output unit is extracted. Based on the voice information, the detailed explanation wording is uttered and the guidance is presented.

  Here, if the detailed explanation screen or the detailed explanation wording is on the bank name selection screen, "Please enter the initial letter of the bank name of the transfer destination. For example, for such a bank, please press" A "" etc. In the case of the branch name selection screen, the details of the operation performed by the user such as "Please press the initial letter of the branch name of the transfer destination. For example, for a branch office, please press" ka "". Guidance to explain.

S13a: The control unit 18 waits for any operation button to be pressed via the user operation display unit 11.
When the control unit 18 detects that any one of the operation buttons has been pressed via the user operation display unit 11, that is, when an input is detected, the process proceeds to S16a, and when no input is detected, the process proceeds to S14a.

  S14a: The time measuring means of the control unit 18 determines whether or not a predetermined time stored in advance in the storage unit 17 has elapsed since the display of the screen that requires the user's input operation in S11a. . As a result, if it is determined that the predetermined time has elapsed, the process proceeds to S15a, and if it is determined that the predetermined time has not elapsed, the process proceeds to S13a to wait for an operation button input.

S15a: When it is determined that a predetermined time has elapsed, the camera unit 15 captures the user's face image at, for example, 30 frames / second according to an instruction from the control unit 18, and stores the captured face image information in the storage unit 17. The user gaze position determination unit 183 of the control unit 18 performs the above-described gaze position detection processing and detects the position of the user's gaze on the display unit 112.
When the detected position of the user's line of sight is in the portion 43 (see FIG. 4) displaying the operation description, the user operation display unit 11 detects the detected user's line of sight according to an instruction from the guidance content switching unit 182 of the control unit 18. The operation description described in more detail than the operation description displayed at the position is displayed in the vicinity of the user's line-of-sight position.

When the detected position of the user's line of sight is on the operation button 41 (see FIG. 4), the user operation display unit 11 indicates the detected line of sight of the user according to an instruction from the guidance content switching unit 182 of the control unit 18. A detailed description of the operation button displayed at the position is displayed in the vicinity of the user's line-of-sight position.
When the detailed description is displayed in the vicinity of the user's line of sight, the process proceeds to S13a and waits for the input of the operation button.

S16a: When the input is detected, the control unit 18 determines whether or not the input is correct. If it is determined to be correct, the process proceeds to S19a. If it is determined to be incorrect, the process proceeds to S17a.
S17a: When determining that the user's input is not correct, the control unit 18 determines whether or not the number of erroneous operations on the input screen exceeds a predetermined number X1 (for example, three times) stored in the storage unit 17 in advance. . Here, if the number of erroneous operations is recorded in the error count 53 of the user operation information, it is assumed that “1” is added to the error count 53, and “1” if not recorded.

If it is determined that the predetermined number of times X1 has been exceeded, the process proceeds to S18a. If it is determined that the predetermined number of times X1 has not been exceeded, the process proceeds to S13a to wait for input of an operation button.
S18a: When it is determined that the number of erroneous operations exceeds the predetermined number X1, the guidance content switching unit 182 of the control unit 18 searches the storage unit 17 based on the input operation screen identification information and the number of erroneous operations and displays a detailed explanation screen. Screen information for output and voice information for outputting a detailed description word are extracted, the user operation display unit 11 displays a detailed description screen on the display unit 112 based on the extracted screen information, and the voice output unit Based on the extracted voice information, a detailed explanation word is uttered, guidance is presented, the process proceeds to S13a, and input of an operation button is waited.

S19a: When it is determined that the input is correct, the control unit 18 determines whether or not the transaction has ended. If it is determined that the transaction has ended, the process proceeds to S21a. If it is determined that the transaction has not ended, the process proceeds to S20a.
S20a: When it is determined that the transaction has not ended, the user operation display unit 11 displays the next operation screen on the display unit 112 according to an instruction from the control unit 18 and shifts the process to S11a, and shifts to the next transaction processing stage. To do.

S21a: When it is determined that the transaction has been completed, the user operation information holding means 181 of the control unit 18 records the user operation information including the error count 53 updated by the card handling unit 12 on the magnetic stripe or IC chip of the card. Return the card to the user and end the transaction.
Here, the error count 53 of the user operation information is the sum of the number of erroneous operations performed by the user, but is initialized to “0” when correct input is performed without erroneous operation. Also good. In this case, the user is presented with guidance information when the number of consecutive erroneous operations exceeds the predetermined number X1.

In this embodiment, the guidance is displayed on the display unit and output as a voice as a detailed explanation regarding the user's operation. However, the guidance may be displayed only on the display unit.
As described above, in the first embodiment, when the user does not perform an input operation even after a predetermined time has elapsed, the position of the user's line of sight is detected and displayed at the position of the line of sight. By displaying detailed descriptions of operation buttons, etc. in the vicinity of the line-of-sight position, it is possible to appropriately display detailed descriptions regarding operations that the user is in trouble and to guide the user's operations. Is obtained.

Further, by outputting a detailed explanation screen and voice guidance regarding the operation based on information on erroneous operations performed by the user in the past, an effect that the user can perform a correct operation can be obtained.
Furthermore, by outputting detailed explanation screens and voice guidance regarding input operations according to the number of erroneous operations, it is possible to provide more detailed operation guidance to users such as elderly people. The effect of becoming is obtained.

The configuration of the second embodiment is the same as the configuration of the first embodiment except that it includes a wireless transceiver and an information portable terminal that performs wireless communication with the wireless transceiver. A description will be given based on the block diagram showing the configuration of the automatic transaction system in the second embodiment.
Note that parts similar to those of the first embodiment described above are denoted by the same reference numerals and description thereof is omitted.

In FIG. 6, reference numeral 20 denotes a wireless transmission / reception device that can perform wireless communication with an information portable terminal described later. The wireless transmission / reception device 20 is connected to the host computer 3 through the communication line 2 so as to be communicable with each other, and can receive a transmission request from the host computer 3 and transmit desired information to the portable information terminal. It can be done.
Reference numeral 30 denotes a portable information terminal, which wirelessly communicates with a wireless transmission / reception apparatus 20 such as a PDA (Personal Digital Assistant), a mobile phone, a handheld personal computer, or a PHS (Personal Handy-phone System) owned by a staff member of a financial institution. Is possible. The portable information terminal 30 includes a communication unit 31 that controls wireless communication with the wireless transmission / reception device 20, an operation unit 32 that receives an operator's input, information received by the communication unit 31, and input by the operation unit 32. A display unit 33 for displaying the received information and the like, a storage unit 34 for storing software (program) and the like for controlling the information portable terminal 30 as a whole, and a control means, It is comprised by the calculating means, and is comprised by the control part 35 etc. which control the information portable terminal 30 whole with the software memorize | stored in the memory | storage part 34. FIG.

As described above, the automatic transaction system includes the automatic transaction apparatus 1, the host computer 3, the wireless transmission / reception apparatus 20, the information portable terminal 30, and the like.
The operation of the above configuration will be described.
FIG. 7 is a flowchart showing transaction processing in the second embodiment, which will be described in accordance with steps represented by S in the figure.

S1c to S16c: Since they are the same as S1a to S16a in FIG.
S17c: When determining that the user input is not correct, the control unit 18 determines whether or not the number of erroneous operations on the input screen exceeds a first predetermined number X1 (for example, three times) stored in the storage unit 17 in advance. Determine. Here, if the number of erroneous operations is recorded in the error count 53 of the user operation information, it is assumed that “1” is added to the error count 53, and “1” if not recorded.

If it is determined that the first predetermined number of times X1 has been exceeded, the process proceeds to S18c. If it is determined that the number has not been exceeded, the process proceeds to S13c to wait for input of an operation button.
S18c: When it is determined that the number of erroneous operations has exceeded the first predetermined number X1, the guidance content switching unit 182 of the control unit 18 searches the storage unit 17 based on the input operation screen identification information and the number of erroneous operations, and a detailed explanation screen The screen information for displaying the voice information and the voice information for outputting the detailed explanation text are extracted, and the user operation display unit 11 displays the detailed explanation screen on the display unit 112 based on the extracted screen information, and the voice The output unit utters a detailed explanation based on the extracted voice information and presents guidance.

S19c: When the guidance is presented, the control unit 18 determines whether or not the number of erroneous operations on the input screen exceeds a second predetermined number X2 (for example, four times) stored in the storage unit 17 in advance.
If it is determined that the second predetermined number of times X2 has been exceeded, the process proceeds to S20c, and if it is determined that the number has not been exceeded, the process proceeds to S13c to wait for input of an operation button.

S20c: When it is determined that the number of erroneous operations has exceeded the second predetermined number X2, the control unit 18 calls an attendant comprising the automatic transaction apparatus identification number stored in the storage unit 17 in advance and the operation content of the user performing the erroneous operation. Information to that effect is transmitted to the host computer 3, the process proceeds to S13c, and input of an operation button is awaited.
The host computer 3 that has received the information receives the automatic transaction apparatus identification number from the information portable terminal 30 possessed by the attendant via the wireless transmission / reception device 20, the details of the operation that the user is performing an erroneous operation, and the attendant resolves the erroneous operation of the user. Sends operation guidance information for

The control unit 35 of the portable information terminal 30 receives the information received via the communication unit 31, for example, as shown in FIG. 8, "ATM No .: No. 1", "Transaction details: Transfer", "Operation details: Transfer destination Financial Information such as “designation of institution name” and “operation guide: ask for the name of the financial institution at the transfer destination” is displayed on the display unit 33. “ATM” represents an automatic transaction apparatus.
The clerk moves to the place where the corresponding automatic transaction apparatus 1 is installed based on the information displayed on the display unit 33 of the portable information terminal 30, and supports the user's operation.

S21c-S23c: Since it is the same as S19a-S21a in FIG. 2, the description is abbreviate | omitted.
As described above, in the second embodiment, in addition to the effects of the first embodiment, when the number of erroneous operations is large, the number and use of the automatic transaction apparatus operated by the user on the information portable terminal possessed by the attendant By displaying the operation details that the user is performing an incorrect operation and the operation guidance information for the clerk to resolve the user's erroneous operation, the operation guidance can be provided without waiting for the user. The effect of becoming is obtained.

In the first and second embodiments, the transaction medium for recording user operation information has been described as a card. However, the present invention is not limited to this, and any user operation information can be recorded. For example, a passbook may be used.
In addition, the first predetermined number of times X1 has been described as 3 times and the second predetermined number of times X2 has been described as 4 times, but the present invention is not limited to this.

The block diagram which shows the structure of the automatic transaction apparatus in a 1st Example. Flow chart showing transaction processing in the first embodiment Flowchart of eye-gaze position detection process in the first embodiment Explanatory drawing of the guidance display screen in 1st Example Explanatory drawing of the user operation information in a 1st Example The block diagram which shows the structure of the automatic transaction system in 2nd Example. Flowchart showing transaction processing in the second embodiment Explanatory drawing of the screen which the information portable terminal in a 2nd Example displays

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Automatic transaction apparatus 2 Communication line 3 Host computer 11 User operation display part 12 Card handling part 13 Passbook handling part 14 Deposit / withdrawal part 15 Camera part 16 Communication part 17 Storage part 18 Control part 181 User operation information holding means 182 Guidance content Switching means 183 User determination processing means 20 Wireless transmission / reception device 30 Information portable terminal

Claims (4)

In an automatic transaction apparatus that accepts insertion of transaction media such as cards and bankbooks possessed by the user and accepts user input operations and conducts transactions,
Pre-stores detailed description screen information that explains in detail the operation method and operation procedure of the user in association with the input operation screen identification information for identifying the transaction input operation screen and the coordinate information indicating the position in the input operation screen. A storage unit
A transaction medium handling unit that accepts insertion of a transaction medium that stores user operation information including the number of erroneous input operations for each input operation screen, and reads the user operation information from the transaction medium;
A user eye-gaze position determining unit that captures a face image of the user to be operated by the camera unit and obtains coordinate information of the eye-gaze position on the input operation screen of the user from the user's face image;
When displaying the input operation screen in which the number of erroneous input operations is recorded in the user operation information read by the transaction medium handling unit, the detailed explanation screen extracted from the storage unit based on the input operation screen identification information is displayed. When the input operation is not detected even after a predetermined time has elapsed since the input operation screen was displayed, a detailed explanation screen extracted from the storage unit based on the coordinate information acquired by the user gaze position determination means Providing guidance content switching means for displaying,
An automatic transaction apparatus characterized by supporting user operations. In the automatic transaction apparatus of Claim 1,
In the storage unit, detailed description screen information that explains in detail the operation method and operation procedure of the user according to the number of erroneous input operations for each input operation screen is stored in advance, and erroneous input operations on the input operation screen are stored. When the number of times exceeds a predetermined number previously stored in the storage unit, the guidance content switching means displays a detailed explanation screen extracted from the storage unit based on the number of erroneous input operations. An automatic transaction apparatus characterized by that. In an automatic transaction system equipped with an automatic transaction apparatus that accepts insertion of transaction media such as cards and passbooks possessed by the user and accepts user input operations and performs transactions,
Pre-stores detailed description screen information that explains in detail the operation method and operation procedure of the user in association with the input operation screen identification information for identifying the transaction input operation screen and the coordinate information indicating the position in the input operation screen. A storage unit
A transaction medium handling unit that accepts insertion of a transaction medium that stores user operation information including the number of erroneous input operations for each input operation screen, and reads the user operation information from the transaction medium;
A user eye-gaze position determining unit that captures a face image of the user to be operated by the camera unit and obtains coordinate information of the eye-gaze position on the input operation screen of the user from the user's face image;
When displaying the input operation screen in which the number of erroneous input operations is recorded in the user operation information read by the transaction medium handling unit, the detailed explanation screen extracted from the storage unit based on the input operation screen identification information is displayed. When the input operation is not detected even after a predetermined time has elapsed since the input operation screen was displayed, a detailed explanation screen extracted from the storage unit based on the coordinate information acquired by the user gaze position determination means Guidance content switching means to be displayed;
An automatic transaction apparatus having an clerk calling means for sending a notice for calling an clerk when the number of erroneous input operations on the input operation screen exceeds a predetermined number stored in the storage unit in advance;
An information portable terminal that displays a notification received from the automatic transaction apparatus on a display unit,
An automatic transaction system characterized by supporting a user who operates an automatic transaction apparatus by calling a staff member possessing the portable information terminal. In the automatic transaction system according to claim 3,
In the storage unit, detailed description screen information that explains in detail the operation method and operation procedure of the user according to the number of erroneous input operations for each input operation screen is stored in advance, and erroneous input operations on the input operation screen are stored. When the number of times exceeds a first predetermined number stored in the storage unit in advance, the guidance content switching means displays a detailed explanation screen extracted from the storage unit based on the number of erroneous input operations. ,
An automatic transaction apparatus for transmitting a notification for calling an attendant when the number of erroneous input operations on the input operation screen exceeds a second predetermined number stored in the storage unit in advance. An automated trading system characterized by the provision of