JP2010044575A - Customer guiding system, customer guiding method, and customer guiding program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer guiding system, a customer guiding method, and a customer guiding program, for providing suitable information on a waiting order state to a customer. <P>SOLUTION: When a customer guiding device 10 detects visit of the customer in a store, a control part 21 of a congestion state management server 20 specifies a current waiting time. The device specifies a neighboring store and acquires the current waiting time of the neighboring store. The control part 21 acquires the travel time to the neighboring store and performs a determination process on which of the current store or the neighboring store an earlier response can be achieved. When it is more advantageous to move to the neighboring store than in the current store, the control part 21 performs a recommendation display process of the neighboring store. Meanwhile, when using the current store, the control part 21 acquires the use records of an automatic teller machine 15 and updates the current waiting time and the current number of waiting persons based on the use records. The device outputs the current waiting time to the customer guiding device 10. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a customer guidance system, a customer guidance method, and a customer guidance program for providing a customer with information related to the waiting status.

  Today, there are many transactions using an automated teller machine (ATM) installed in a store of a financial institution. When using such an automatic teller machine, it may be crowded before consecutive holidays, etc., and it may be necessary to wait for the turn depending on the place and time zone. Therefore, a waiting time display system that calculates the waiting time of the user by grasping the time difference from the entry time to the use start time and provides waiting time information to the user has been studied (for example, Patent Documents). 1). In the technique described in this document, a user who has used a waiting time at a current time or within a certain period of time by means of an entry time recording means, a use start time recording means, and a time difference calculation means between the use start time and the entry time. The average value of the time difference is displayed.

  In addition, a system that provides information on the congestion of the sales office to customers outside the sales office has been studied (for example, see Patent Document 2). In the technique described in this document, waiting number information at a counter counted at each branch is acquired and stored, and waiting number information about a branch requested for an inquiry from a mobile phone is provided. Waiting number information at the counter of each branch is counted by industry such as cash deposit / withdrawal, transfer request, opening a new account, etc. You can check the number of people waiting by branch and industry.

Furthermore, in order to alleviate congestion, customer guidance and customer distribution systems for guiding customers are also being studied (for example, see Patent Document 3). In the technique described in this document, each base station is connected to a management / control server, and a user terminal and an input device in the area are connected to the base station via radio. The management / control server distributes customer user registration information and location registration information, accumulates the status of each area (store) and the position of each user terminal, and thus other areas are congested. Deliver messages that are guided and distributed to the region.
Japanese Unexamined Patent Publication No. 2007-128386 (first page, FIG. 5) Japanese Patent Laying-Open No. 2005-141509 (first page, FIG. 5) Japanese Patent Laying-Open No. 2004-86762 (first page, FIG. 5)

  In the technique described in Patent Document 1, the entire waiting time can be calculated statistically. However, since the required time differs depending on the customer, it is difficult to calculate a waiting time with high accuracy. In the technique described in Patent Document 2, the waiting number is considered, but it is not assumed that the waiting time is calculated. The technique described in Patent Document 3 aims to alleviate congestion, but does not consider waiting time.

  The present invention has been made to solve the above-mentioned problems, and its purpose is to provide a customer guidance system, a customer guidance method, and a customer guidance program for providing customers with information regarding an accurate waiting situation. Is to provide.

In order to solve the above-mentioned problem, the invention according to claim 1 records the corresponding time information storage means for recording the usage history related to the transaction required time for the customer identifier of each customer, and records the waiting time of the customer visiting the store. A customer information system comprising a congestion information storage means and a control means connected to a storefront terminal for acquiring transaction progress information with a customer and displaying a waiting time, wherein the control means detects a visit customer. In this case, the means for obtaining the customer identifier of the customer, the means for obtaining the usage history of the customer from the corresponding time information storage means, and the means for obtaining the statistical value of the transaction required time based on the usage history, Means for adding the statistical value to the waiting time recorded in the congestion information storage means, and when waiting for the congestion information storage means based on the statistical values of the remaining customers when detecting the end of the transaction of the customer Update the, and summarized in that comprising means for displaying the waiting time to the store terminal.

  According to a second aspect of the present invention, in the customer guidance system according to the first aspect, the control means specifies a calendar date common to the store visit date in the use history of the store visit customer, and the use history on the calendar date. The gist is to obtain the statistical value of the transaction time based on the above.

  Invention of Claim 3 memorize | stored the information regarding the adjacent store information means which memorize | stored the information which specifies the nearby store in each store in the customer guidance system of Claim 1 or 2, and the movement time between stores A travel time information means, wherein the control means uses the neighborhood store information means to identify a neighborhood store of the store to be visited, acquires a waiting time at the neighborhood store from the congestion information storage means, and Using the time information means, the travel time to the nearby store is obtained, and when the time obtained by adding the travel time to the waiting time at the nearby store is shorter than the waiting time at the store visit, The gist is to guide the use of the store.

  According to a fourth aspect of the present invention, in the customer guidance system according to the third aspect, a weather server for providing weather information is connected to the control means, and the control means is connected to the store from the weather server. The gist is to acquire the weather information of the day and change the travel time according to the weather information.

  The invention according to claim 5 is the customer guidance system according to claim 3 or 4, further comprising customer information storage means for recording customer attribute information for a customer identifier of each customer, wherein the control means comprises The gist is to change the travel time corresponding to the customer attribute associated with the customer identifier of the visiting customer.

  The invention according to claim 6 is the customer guidance system according to any one of claims 1 to 5, further comprising a monitoring server for monitoring customers in the store, wherein the control means is the monitoring server, When a photographed image in the store is acquired, the position of the customer in the store is tracked in the photographed image, and it is detected that the customer has left the waiting area, the remaining customers other than the customer The gist is to update the waiting time of the congestion information storage means based on the statistical value.

  The invention according to claim 7 is a correspondence time information storage means for recording a usage history related to a transaction required time for each customer's customer identifier, a congestion information storage means for recording a waiting time of a visit customer, A method for guiding a customer using a customer guidance system having control means connected to a storefront terminal for acquiring transaction progress information and displaying a waiting time, wherein the control means If detected, obtaining a customer identifier of the customer; obtaining the customer's usage history from the corresponding time information storage means; obtaining a transaction required time statistic based on the usage history; In the step of adding the statistical value to the waiting time recorded in the congestion information storage means, when detecting the end of a customer transaction, the waiting time of the congestion information storage means is determined based on the remaining customer statistical values. Update time is summarized in that to perform the step of displaying the waiting time to the store terminal.

  According to an eighth aspect of the present invention, there is provided a correspondence time information storage unit that records a usage history related to a transaction required time for each customer's customer identifier, a congestion information storage unit that records a waiting time of a customer at the store, A program for guiding a customer using a customer guidance system having control means connected to a storefront terminal for acquiring transaction progress information and displaying a waiting time, wherein the control means If detected, means for obtaining the customer identifier of the customer, means for obtaining the customer's usage history from the corresponding time information storage means, and obtaining a statistical value of the required transaction time based on the usage history; Means for adding the statistical value to the waiting time recorded in the congestion information storage means; when detecting the end of a customer transaction, the congestion information storage means based on the statistical values of the remaining customers; Update the waiting time, and summarized in that to function as a means for displaying the waiting time to the store terminal.

(Function)
According to the first, seventh, or eighth aspect of the present invention, when the control means detects a customer visiting the store, the customer identifier of the customer is acquired. Next, the customer's usage history is acquired from the corresponding time information storage means, and a statistical value of the transaction required time is acquired based on the usage history. Then, the statistical value is added to the waiting time recorded in the congestion information storage means. When the end of the customer transaction is detected, the waiting time of the congestion information storage means is updated based on the statistical values of the remaining customers, and the waiting time is displayed on the storefront terminal. Thereby, the information about the exact waiting time calculated according to the customer waiting for a turn can be provided with respect to a customer.

  According to the second aspect of the present invention, the control means identifies a calendar date common to the store visit date in the usage history of the customer visiting the store, and obtains a statistical value of the required transaction time based on the usage history on the calendar date. To do. As a result, the waiting time can be calculated in consideration of the required transaction time that varies depending on the calendar date.

  According to the third aspect of the present invention, the control means specifies the nearby store of the store to be visited using the nearby store information unit, and acquires the waiting time at the nearby store from the congestion information storage unit. Next, the travel time to the neighboring store is acquired using the travel time information means. Then, when the time obtained by adding the travel time to the waiting time at the nearby store is shorter than the waiting time at the visiting store, the store terminal guides the use of the nearby store. As a result, it is possible to introduce other stores that can respond quickly to customers, and it is possible to distribute the congestion of each store.

  According to the invention described in claim 4, the control means acquires weather information on the day of the store visit from the weather server, and changes the travel time according to the weather information. This makes it possible to introduce other neighboring stores in consideration of the weather.

  According to the fifth aspect of the present invention, the control means changes the travel time corresponding to the customer attribute associated with the customer identifier of the customer who visits the store. Accordingly, other neighboring stores can be introduced in consideration of the customer's condition.

  According to the sixth aspect of the present invention, the control means acquires the captured image in the store in the monitoring server, and tracks the position of the customer in the store in the captured image. When it is detected that the customer has left the waiting area, the waiting time of the congestion information storage unit is updated based on the statistical values of the remaining customers other than the customer. Accordingly, the waiting time can be calculated in consideration of the customer who has stopped waiting.

ADVANTAGE OF THE INVENTION According to this invention, the information regarding the exact waiting state can be provided with respect to a customer.

[First Embodiment]
DESCRIPTION OF EMBODIMENTS Hereinafter, embodiments embodying the present invention will be described with reference to FIGS. As shown in FIG. 1, the congestion status management server 20 is connected to the customer guidance apparatus 10 and the host system 30 via a network. In this embodiment, when a user uses the automatic teller machine 15, he goes to a store of a financial institution. And the case where the information about the utilization condition of the automatic teller machine 15 is provided in the customer guidance apparatus 10 as a storefront terminal installed in each store of a bank is assumed.

  The customer guidance device 10 is a computer terminal that provides information about the congestion status to customers who wish to use the automatic teller machine 15. The customer guidance device 10 includes a user interface unit configured from a touch panel display. Via this touch panel display, information is displayed to the user or an instruction is received from the user. Specifically, the number of people waiting for the turn of the automatic teller machine 15 and the waiting time are displayed on the touch panel display during business hours.

  Further, the customer guidance device 10 is provided with a cash card insertion unit and a guidance information printing unit. The cash card insertion unit accommodates the user's cash card and acquires cash card information from the cash card. Further, the guide information printing unit outputs information for guiding the customer to the other store as needed.

  The congestion status management server 20 includes a control unit 21, a store management data storage unit 22, a travel time management data storage unit 23, a customer management data storage unit 24, a usage status data storage unit 25, and a congestion status data storage unit 26. .

  The control unit 21 includes a control unit including a CPU, a RAM, a ROM, and the like (not shown), and executes a customer guidance program to perform processing (customer information acquisition stage, usage time calculation stage, congestion information acquisition stage, Processing including travel time acquisition stage, customer guidance stage, etc.). Then, as shown in FIG. 2, the control unit 21 includes a customer information acquisition unit 210, a usage time calculation unit 211, a congestion information acquisition unit 212, a travel time acquisition unit 213, a customer guidance unit 214, a usage status monitoring unit 215, and the like. Function.

The customer information acquisition unit 210 executes a process of acquiring customer visit information from the customer guidance device 10.
The usage time calculation means 211 executes a process of calculating the time required for the customer at the store to perform a financial transaction using the automatic teller machine 15 (expected usage time).

The congestion information acquisition unit 212 executes a process of acquiring information related to the congestion status of the automated teller machine 15 at a nearby store.
The travel time acquisition unit 213 executes a process for calculating a required time required to travel to a nearby store.

The customer guidance unit 214 executes a process of outputting guidance information to the customer according to the congestion situation.
The usage status monitoring unit 215 executes processing for acquiring information related to the usage status of the automatic teller machine 15.

The store management data storage unit 22 functions as a neighborhood store information means, and stores a store management record 220 for a store of a financial institution where the automatic teller machine 15 is installed, as shown in FIG. This store management record 220 is recorded when the automatic teller machine 15 is installed in each store. The store management record 220 includes data related to a store code, an address, the number of units, a nearby store code, and a guide map.

In the store code data area, data relating to an identifier for specifying the store where the automatic teller machine 15 is installed is recorded.
In the address data area, data relating to the store address is recorded.

In the number data area, data relating to the number of automatic teller machines 15 installed in the store is recorded.
In the neighborhood store code data area, data relating to an identifier for specifying another store (neighboring store) existing near the store is recorded. In this data area, when there are a plurality of neighboring stores nearby, store codes of all the neighboring stores are recorded.
In the guidance map data area, data relating to a map showing a route from this store to a neighboring store is recorded.

  The travel time management data storage unit 23 functions as travel time information means, and as shown in FIG. 3B, travel time management records 230 are recorded for the time required to travel between stores. This travel time management record 230 is recorded when the required time required for travel between stores is registered. The travel time management record 230 includes data relating to the first store code, the second store code, the standard travel time, the rain correction value, and the age correction value.

  In the first store code and second store code data areas, data relating to identifiers for specifying two stores that are close to each other is recorded. In this embodiment, two nearby stores are set as a first store and a second store, and one of them is a departure store and the other is an arrival store.

  In the standard travel time data area, data relating to an average required time that is considered necessary for moving between the first store and the second store is recorded. In this data area, an estimated time required for walking and moving when it is not raining is set.

  In the rainy day correction value data area, data relating to a correction value for calculating a required time required to move between the first store and the second store at the time of rain is recorded. In this data area, a coefficient that is multiplied so that a time longer than the standard travel time is calculated when it is raining is recorded. In the present embodiment, the traveling time is increased by a factor of 1.2 when it rains.

  In the age correction value data area, data relating to a correction value for calculating a required time required to move between the first store and the second store according to the age is recorded. In this data area, a coefficient that is multiplied so that a time longer than the standard travel time is calculated when a customer of a middle age reference age moves is recorded. In this embodiment, when the customer's age exceeds the mature age, the travel time is increased by 1.5 times.

  The customer management data storage unit 24 functions as a customer information storage unit, and stores a customer management record 240 in which customer attributes (here, type and age) are recorded, as shown in FIG. This customer management record 240 is recorded when a customer opens a deposit account with a bank. The customer management record 240 includes data related to a customer code, account identifier, type, and age.

In the customer code data area, data relating to an identifier for identifying a customer who holds a deposit account is recorded.
In the account identifier data area, data relating to an identifier for specifying the customer's deposit account is recorded based on the cash card information. The account identifier includes a branch name code, a deposit item code, and an account number.

In the type data area, data relating to an identifier for specifying the personality (individual or legal entity) of the customer is recorded.
In the age data area, data regarding the age of the customer is recorded in the case of an individual, and is blank in the case of a corporation.

  The usage status data storage unit 25 functions as a corresponding time information storage unit, and as shown in FIG. 4A, usage status management records 250 for usage of the automatic teller machine 15 in each customer are recorded. This usage status management record 250 is recorded when the automatic teller machine 15 is used. The usage status management record 250 includes data relating to a store code, a customer code, a usage date, and a required time.

In the store code data area, data relating to an identifier for specifying a store where the automatic teller machine 15 is used is recorded.
In the customer code data area, data relating to an identifier for identifying a customer who uses the automatic teller machine 15 is recorded.

In the usage date data area, data relating to the date (year / month / day and day of the week) when the automatic teller machine 15 is used is recorded.
In the required time data area, data relating to the required time when the customer uses the automatic teller machine 15 on this use date is recorded.

  The congestion status data storage unit 26 functions as a congestion information storage unit, and as shown in FIG. 4B, a congestion status record 260 regarding the congestion of the automatic teller machine 15 installed in each store is recorded. This congestion status record 260 is registered when the automatic teller machine 15 is installed, and is updated when the usage status of each automatic teller machine 15 changes. The congestion status record 260 includes data relating to the store code, the current standby time, the current number of standby users, and the standby status for each customer. This customer-by-customer standby status data includes data relating to a standby code, a customer code, an expected use time, and a status.

In the store code data area, data relating to an identifier for specifying the store where the automatic teller machine 15 is installed is recorded.
In the current waiting time data area, data relating to a waiting time until the automatic teller machine 15 can be used in this store is recorded. The current waiting time is calculated by dividing the total expected usage time of the customer in which the “waiting” flag is recorded in the customer-by-customer waiting status data described later by the number of automatic teller machines 15 installed in the store. Can be calculated.

  In the current waiting number data area, data relating to the number of customers who are waiting for the use of the automatic teller machine 15 in this store is recorded. The current waiting number can be calculated by counting the number of customers whose “waiting” flag is recorded in the waiting status data for each customer, which will be described later.

  In the standby code data area, data relating to an identifier for specifying the waiting order of use of the automatic teller machine 15 in this store is recorded. In this embodiment, a sequence number is used as a standby code.

In the customer code data area, data relating to an identifier for identifying a waiting customer in the store is recorded.
In the expected use time data area, data relating to the required time that is expected to be necessary when the customer makes a transaction using the automatic teller machine 15 is recorded.

  In the status data area, data for specifying the usage status of the automatic teller machine 15 by the customer is recorded. In the status data area, flags for specifying “standby” and “finished” are recorded as statuses.

  The host system 30 is a bank computer system and manages data related to the account holder and account balance of an account opened in the bank. The host system 30 includes a deposit account data storage unit. In this deposit account data storage unit, account data relating to a deposit account opened in a bank is recorded. The account data includes data relating to an account identifier, a personal identification number, an account holder name, a customer code, a deposit / withdrawal history, an account balance, and the like. And it communicates with the automatic teller machine 15 and performs the process corresponding to the financial transaction request from a customer.

  Furthermore, the congestion status management server 20 is connected to a weather server (not shown) that provides weather information of each place via the Internet. This weather server distributes information on current weather conditions for each region.

Next, the process procedure of the customer guidance method performed using said system is demonstrated using FIGS.
(Customer reception processing at the store)
First, the control unit 21 of the congestion status management server 20 executes store visit information acquisition processing (step S1-1). On the touch panel display of the customer guidance device 10, an icon of “with cash card” or “without cash card” is displayed. Then, the customer who visits the store selects one of the icons according to the presence or absence of the cash card. In this case, the customer guidance device 10 transmits a store visit notification including the store code to the congestion status management server 20. Thereby, the customer information acquisition unit 210 of the control unit 21 detects that the customer has visited the store and the presence or absence of a cash card.

  When the customer has a cash card and “with cash card” is selected (in the case of “YES” in step S1-2), the control unit 21 of the congestion status management server 20 stores the cash card information. An acquisition process is executed (step S1-3). Specifically, the customer guidance device 10 requests a customer who has a cash card to insert the cash card into the cash card insertion unit. When the cash card is inserted, the customer guide device 10 acquires the cash card information and transmits it to the congestion status management server 20. And the customer information acquisition means 210 of the control part 21 acquires cash card information from the customer guidance apparatus 10 via a network.

  If the customer does not have a cash card and “no cash card” is selected (“NO” in step S1-2), the process of step S1-3 is skipped.

  Next, the control unit 21 of the congestion status management server 20 executes current standby time specifying processing (step S1-4). Specifically, the usage time calculation unit 211 of the control unit 21 acquires the current waiting time of the congestion status record 260 in which the store code is recorded in the congestion status data storage unit 26.

  Next, the control unit 21 of the congestion status management server 20 executes a neighboring store specifying process (step S1-5). Specifically, the congestion information acquisition unit 212 of the control unit 21 extracts the store management record 220 in which the store code where the customer has visited is recorded from the store management data storage unit 22, and is recorded in the store management record 220. Get the neighboring store code.

  Next, the control part 21 of the congestion situation management server 20 performs the acquisition process of the present standby time in a nearby store (step S1-6). Specifically, the congestion information acquisition unit 212 of the control unit 21 specifies the congestion status record 260 in which the acquired store codes of neighboring stores are recorded. Then, the congestion information acquisition unit 212 acquires information on the current standby time recorded in each congestion status record 260 and temporarily stores it in the memory. When there are a plurality of neighboring stores, the current waiting times of all the neighboring stores are acquired and temporarily stored.

  Next, the control part 21 of the congestion condition management server 20 performs the acquisition process of the travel time to a nearby store (step S1-7). Specifically, the travel time acquisition means 213 of the control unit 21 extracts the travel time management record 230 in which the store code of the store where the customer is located and the store code of the neighboring store are recorded, and the travel time management record 230 is stored in the travel time management record 230. The recorded standard travel time is acquired and temporarily stored in the memory as the travel time.

  Next, the control part 21 of the congestion condition management server 20 performs the movement time correction process according to the weather (step S1-8). Specifically, the travel time acquisition means 213 of the control unit 21 transmits the address of this store from the weather server to the weather server, and acquires information on the current weather in the area including this address. If “rainfall” is recorded in the acquired weather information, the travel time acquisition unit 213 acquires the rainy day correction value recorded in the travel time management record 230. Then, the travel time acquisition unit 213 multiplies the standard travel time by the rainy day correction value for each neighboring store, and updates the travel time temporarily stored in the memory.

  Next, the control part 21 of the congestion condition management server 20 performs the movement time correction process according to customer age (step S1-9). Specifically, the travel time acquisition unit 213 of the control unit 21 acquires data relating to the customer's age recorded in the customer management record 240. Then, the travel time acquisition unit 213 acquires the age correction value recorded in the travel time management record 230 according to the age, multiplies the travel time temporarily stored in the memory, and updates the temporary storage in the memory.

  Next, as illustrated in FIG. 6, the control unit 21 of the congestion state management server 20 performs a determination process as to which is advantageous between the current store and the neighboring store (step S <b> 2-1). Specifically, the customer guidance unit 214 of the control unit 21 calculates the neighborhood store available time by adding the temporarily stored travel time to the current standby time of each neighborhood store. Next, the customer guidance means 214 compares the neighborhood store available time with the current waiting time at the current store.

  When it is more advantageous to move to a neighboring store because the current waiting time at the current store is longer than the time available for neighboring stores (in the case of “NO” in step S2-1), the control unit 21 of the congestion status management server 20 Executes the recommended display process of neighboring stores (step S2-2). Specifically, the customer guidance unit 214 of the control unit 21 outputs a guidance screen for neighboring stores whose neighborhood available time is shorter than the current waiting time on the touch display of the customer guidance device 10. When there are a plurality of such neighboring stores, information about all the neighboring stores is output. And on this guidance screen, an icon for selecting use of a nearby store or a current store is displayed.

Next, the control part 21 of the congestion situation management server 20 performs the determination process about the presence or absence of the utilization hope of a nearby store (step S2-3). Specifically, when the nearby store icon or the current store icon is selected on the touch display of the customer guide device 10, the customer guide device 10 transmits use desired store information including the store code of the use desired store. And the customer guidance means 214 of the control part 21 of the congestion condition management server 20 judges the presence or absence of the use hope of a nearby store based on the store code of the received use wish store information.

  Here, when the store code of the neighboring store is acquired (in the case of “YES” in step S2-3), the control unit 21 of the congestion state management server 20 executes a guide print process for a route to the neighboring store ( Step S2-4). Specifically, the customer guidance unit 214 of the control unit 21 extracts guide map data to the neighboring stores from the store management data storage unit 22 using the store code of the store to be visited and the selected store code. Then, the customer guide device 10 outputs the guide on which the guide map is printed.

  When the current store is more advantageous because the waiting time at the current store is shorter than the time available for neighboring stores (when “YES” in step S2-1), the control unit 21 of the congestion status management server 20 The acquisition process of the usage record of the automatic teller machine 15 is executed (step S2-5). When the store code of the current store is acquired (in the case of “NO” in step S2-3), the usage record acquisition process is executed similarly (step S2-5). In the present embodiment, processing differs depending on whether or not a cash card is used. When the cash card information is acquired from the customer guide device 10, the usage time calculation unit 211 of the control unit 21 specifies the customer management record 240 in which the account identifier included in the cash card information is recorded, and the visiting customer Get customer code for. Then, the usage time calculation means 211 stores a usage status management record 250 in which the customer code is recorded, in which the usage date is recorded within the extraction reference period (for example, 3 months) from the current date. Extracted from the unit 25.

  On the other hand, when the cash card information is not acquired from the customer guidance device 10, the usage time calculation unit 211 of the control unit 21 is the usage status management record 250 in which the store code is recorded, and the customer code is recorded. Records in the extraction reference period that have not been extracted are extracted from the usage status data storage unit 25.

  Next, the control unit 21 of the congestion status management server 20 executes a process for calculating the expected usage time of the customer (step S2-6). Specifically, the usage time calculation unit 211 of the control unit 21 uses the statistical value (average value here) of the required time recorded in the extracted usage status management record 250 as the expected usage time of the automatic teller machine 15. Calculate and temporarily store in memory.

  Next, the control unit 21 of the congestion status management server 20 executes day-of-week correction processing of usage time (step S2-7). Specifically, the usage time calculation unit 211 of the control unit 21 specifies the day of the week in the calendar, and further extracts the usage status management record 250 in which the usage date common to the day of the week is recorded. Next, the usage time calculation unit 211 calculates a statistical value (average value) of the required time recorded in the extracted usage status management record 250. Then, the usage time calculation unit 211 compares the previously calculated statistical value with the currently calculated statistical value. If both are included in the reference error range, the previously calculated statistical value is used as the expected usage time. On the other hand, when the reference error range is exceeded, correction is performed in consideration of the day of the week by calculating an average value of the statistical value calculated in advance and the statistical value in consideration of the day of the week.

Next, the control unit 21 of the congestion status management server 20 executes an update process of the current standby time and the current standby number (step S2-8). Specifically, the customer guidance unit 214 of the control unit 21 assigns a standby code to the congestion status record 260 of the congestion status data storage unit 26, and records the expected use time of the customer and the “waiting” flag. Here, a customer code is recorded for a customer who uses a cash card, and a customer code data area is left blank for a customer who does not use a cash card. And the customer guidance means 214 acquires the number of the automatic teller machines 15 installed in this store in the store management record 220 in which this store code is recorded. Then, the customer guide unit 214 calculates the current standby time by dividing the total expected usage time by the number of the automatic teller machines 15 and updates the congestion status record 260. Further, the customer guidance unit 214 calculates the current waiting number by counting the number of customers whose “standby” flag is recorded in the waiting status data for each customer, and updates the congestion status record 260.

  And the control part 21 of the congestion condition management server 20 performs the update process of a display (step S2-9). Specifically, the customer guidance means 214 of the control unit 21 displays the current waiting time and the number of currently waiting people displayed on the touch display of the customer guidance device 10 according to the congestion status record 260 of the congestion status data storage unit 26. To change.

(Waiting time update process)
Next, the standby time update process will be described with reference to FIG.
Here, the control unit 21 of the congestion status management server 20 executes a monitoring process of the usage status (transaction progress information) of the automatic teller machine 15 (step S3-1). Specifically, the usage status monitoring means 215 of the control unit 21 monitors the usage status of the automatic teller machine 15 in the store in the host system 30 and detects the start of use of the automatic cash dispenser 15 when the usage start is detected. Start measuring elapsed time from.

  And the determination process about the use end of the automatic teller machine 15 is performed (step S3-2). It waits until the end of use of the automatic teller machine 15 is detected ("NO" in step S3-2). On the other hand, when the use end of the automatic teller machine 15 is detected (in the case of “YES” in step S3-2), the control unit 21 of the congestion state management server 20 calculates the use time of the automatic teller machine 15 ( Step S3-3). Specifically, the usage status monitoring means 215 of the control unit 21 acquires the elapsed time from the start of use of the automatic teller machine 15.

  And the control part 21 of the congestion condition management server 20 performs the determination process about whether it is the customer who acquired cash card information in the customer guidance apparatus 10 (step S3-4). Specifically, when the transaction is terminated in the host system 30, the control unit 21 of the congestion status management server 20 acquires the customer code of this customer for the cash card user from the host system 30.

  In the case of a customer who has acquired cash card information in the customer guidance device 10 (in the case of “YES” in step S3-4), the control unit 21 of the congestion status management server 20 executes a data update process for this customer (step S3-5). Specifically, the usage status monitoring means 215 of the control unit 21 records an “end” flag as the status in the customer standby status data in which the customer code of the customer is recorded. Further, the usage status monitoring unit 215 generates a usage status management record 250 in which the store code of the store where the automatic teller machine 15 is used is set. In the usage status management record 250, the customer code of the customer is set in the customer code data area, and the elapsed time from the start of use is recorded as the required time in the required time data area. Then, the usage status monitoring unit 215 records the generated usage status management record 250 in the usage status data storage unit 25.

On the other hand, in the case of a customer who has not acquired cash card information in the customer guidance device 10 (in the case of “NO” in step S3-4), the control unit 21 of the congestion status management server 20 stores data on the next sequential customer. Update processing is executed (step S3-6). Specifically, the usage status monitoring unit 215 of the control unit 21 records the “end” flag as the status in the customer-by-customer standby status data of the next order. Further, the usage status monitoring means 215 uses the usage status management record 250 in which the store code of the store where the automatic teller machine 15 is used is set.
Is generated. In the usage status management record 250, the customer code data area is left blank, and the elapsed time from the start of use is recorded in the required time data area. Then, the usage status monitoring unit 215 records the generated usage status management record 250 in the usage status data storage unit 25.

  And the control part 21 of the congestion condition management server 20 performs the update process of the present waiting time and the present waiting number (step S3-7). Specifically, the usage status monitoring unit 215 of the control unit 21 acquires the number of the automatic teller machines 15 installed in the store in the store management record 220 in which the store code is recorded. Then, the usage status monitoring unit 215 calculates the current standby time by dividing the total expected usage time by the number of the automatic teller machines 15 and updates the congestion status record 260. Further, the usage status monitoring unit 215 calculates the current waiting number by updating the congestion status record 260 by counting the number of customers whose “standby” flag is recorded in the waiting status data for each customer.

  And the control part 21 of the congestion condition management server 20 performs the update process of a display (step S3-8). Specifically, the usage status monitoring unit 215 of the control unit 21 determines the current waiting time and the current waiting number of people displayed on the touch display of the customer guidance device 10 in accordance with the congestion status record 260 of the congestion status data storage unit 26. Change the display.

According to this embodiment, the following effects can be obtained.
-In this embodiment, the control part 21 of the congestion condition management server 20 acquires the utilization track record of the automatic teller machine 15 (step S2-5), and performs the calculation process of a customer's estimated utilization time (step S2-). 6). Then, the control unit 21 of the congestion status management server 20 updates the current standby time and the current number of standby users (step S2-8), and executes display update processing (step S2-9). Thereby, when a customer can be specifically identified, it is possible to calculate an accurate waiting time in consideration of the usage status of the customer. In addition, when the customer cannot be specifically identified, the waiting time can be calculated in consideration of the general usage situation in this store.

  Further, the control unit 21 of the congestion state management server 20 executes day-of-week correction processing of usage time (step S2-7). Thereby, since the use situation of the automatic teller machine 15 is different depending on the calendar day of the week, a more accurate waiting time can be calculated in consideration of this situation.

  -In this embodiment, the control part 21 of the congestion condition management server 20 specifies the present waiting time (step S1-4), and also acquires the present waiting time of a nearby store (step S1-6). And the control part 21 of the congestion condition management server 20 acquires the movement time to a nearby store (step S1-7), and compares the waiting time of a present store and a nearby store (step S2-1). When it is more advantageous to move to a neighboring store because the waiting time at the current store is longer than the time available for neighboring stores (in the case of “NO” in step S2-1), the control unit 21 of the congestion status management server 20 Then, a recommended display process for neighboring stores is executed (step S2-2). Accordingly, it is possible to guide the customer to a store that can respond more quickly in consideration of the congestion situation that varies depending on the store. Even in stores, efficient handling can be realized by decentralizing the usage status.

  -In this embodiment, the control part 21 of the congestion condition management server 20 performs a movement time correction process according to the weather (step S1-8). The time required for movement may be different in case of rain. For example, moving time changes by putting an umbrella or slowing down walking. Even considering this time, it is possible to introduce stores that can respond quickly.

-In this embodiment, the control part 21 of the congestion condition management server 20 performs a movement time correction process according to customer age (step S1-9). The walking speed varies depending on the user's situation (for example, age). Even in consideration of this situation, it is possible to introduce stores that can respond quickly.

[Second Embodiment]
In the said embodiment, when a user complete | finishes use of the automatic teller machine 15, the process which subtracts the present waiting time is performed. In the present embodiment, the case where the user leaves the waiting order is also supported. For this reason, in this embodiment, the waiting situation in the store is monitored. Therefore, as shown in FIG. 8, an in-store photographing device 50 and a standby customer management server 40 are provided.

  This in-store imaging device 50 captures images of customers who are using the customer guidance device 10 and customers who are waiting in turn in the store. Then, the captured image is provided to the standby customer management server 40.

  The standby customer management server 40 is a computer system that functions as a monitoring server and monitors the standby status of customers. The standby customer management server 40 includes a control unit 41 that monitors customers waiting for the turn. The control unit 41 executes the in-store monitoring program, thereby executing processing in each stage of the customer identification stage, the image acquisition stage, the person tracking stage, and the change notification stage. The control unit 41 functions as a customer identification unit 411, an image acquisition unit 412, a person tracking unit 413, and a change notification unit 414.

The customer specifying unit 411 executes processing for specifying a customer who uses the customer guidance device 10.
The image acquisition unit 412 executes processing for acquiring an image from the in-store photographing device 50.
The person tracking means 413 executes processing for following the customer person image existing in the area waiting for the turn in the store.
The change notification means 414 executes processing for notifying the congestion status management server 20 when there is a change in the status of the customer waiting for the turn.

  And the congestion condition monitoring process performed using such a system is demonstrated using FIG.

(Congestion monitoring process)
The control unit 41 of the standby customer management server 40 executes store visit information acquisition processing (step S4-1). Specifically, when the control unit 21 of the congestion status management server 20 detects that a customer has come to the store or the presence or absence of a cash card, the customer information acquisition unit 210 of the control unit 21 includes a customer visitor including a standby code. Information is transmitted to the standby customer management server 40.

  Next, the control unit 41 of the standby customer management server 40 executes a visit customer image specifying process (step S4-2). Specifically, the image acquisition unit 412 of the control unit 41 acquires a person image in an area in front of the customer guide device 10 from the in-store photographing device 50. Thereby, the person in a picked-up image can be linked | related with the customer's standby | standby code specified by store visit customer information. Subsequent processing in the congestion status management server 20 is executed in the same manner as in step S1-4.

  Next, the control unit 41 of the standby customer management server 40 executes an image tracking process for the customer at the store (step S4-3). Specifically, the person tracking unit 413 of the control unit 41 identifies the movement of the identified customer in the entire in-store image acquired periodically from the in-store imaging device 50, and follows this customer image.

  Next, the control unit 41 of the standby customer management server 40 executes a determination process as to whether or not the waiting customer management server 40 has left the waiting area (step S4-4). Specifically, the person tracking unit 413 of the control unit 41 is configured so that when the identified customer image disappears from the image in the waiting area (for example, the queued area), the customer has left the waiting position. Judge. When the customer leaves the waiting area (in the case of “NO” in step S4-4), the image tracking process (step S4-3) of the visiting customer is continued.

  When leaving from the waiting area (in the case of “YES” in step S4-4), the control unit 41 of the standby customer management server 40 executes a leave notification process (step S4-5). Specifically, the change notification unit 414 of the control unit 41 transmits the standby code of the customer who has left to the congestion status management server 20.

(Waiting time update process)
Next, the control unit 21 of the congestion status management server 20 executes an update process for the current standby time and the current standby number (step S4-6). Specifically, the usage status monitoring unit 215 of the control unit 21 records an “end” flag as the status in the customer-specific standby status data in which the customer standby code is recorded. And the utilization condition monitoring means 215 acquires the number of the automatic teller machines 15 installed in this store in the store management record 220 in which this store code is recorded. Next, the usage status monitoring unit 215 calculates the current standby time by dividing the total expected usage time by the number of the automatic teller machines 15 and updates the congestion status record 260. Further, the usage status monitoring unit 215 calculates the current waiting number by updating the congestion status record 260 by counting the number of customers whose “standby” flag is recorded in the waiting status data for each customer.

  And the control part 21 of the congestion condition management server 20 performs the update process of a display (step S4-7). Specifically, the usage status monitoring unit 215 of the control unit 21 determines the current waiting time and the current waiting number of people displayed on the touch display of the customer guidance device 10 in accordance with the congestion status record 260 of the congestion status data storage unit 26. Change the display.

According to the present embodiment, in addition to the effects of the first embodiment, the following effects can be obtained.
In the present embodiment, the control unit 41 of the standby customer management server 40 executes a cash card user image specifying process (step S4-2). Thereby, the person in a picked-up image can be linked | related with the customer's standby | standby code specified by store visit customer information. And the control part 41 of the standby customer management server 40 performs the determination process about whether it left | separated from the waiting area | region (step S4-4). Thus, even when the user leaves the queue waiting in the middle, the current waiting time and the current waiting number can be updated in consideration of this customer.

Moreover, you may change the said embodiment as follows.
In the first and second embodiments described above, the present invention is applied to the waiting order of the automatic teller machine 15 installed in a bank store, but this application target is not limited to this. The present invention can also be applied to waiting for a turn at a counter in a bank or waiting at a place other than a bank.

In the first and second embodiments, the customer guidance device 10 detects a visit to the store and updates the current waiting time and the current waiting number when the customer desires to use the store. The trigger for updating the current waiting time is not limited to this. For example, when the in-store imaging device 50 detects that a new customer is lined up in the waiting area, the congestion status management server 20 that receives the notification from the standby customer management server 40 updates the congestion status record 260. You may do it. In this case, the congestion status management server 20 adds the general required time at this store to the current waiting time without specifying the customer code.

  ○ In the first and second embodiments described above, when the store code of a nearby store is acquired (in the case of “YES” in step S2-3), the control unit 21 of the congestion status management server 20 Guide print processing is executed (step S2-4). In addition to this, it is also possible to give a privilege to the waiting order in the selected nearby store. For example, the customer guidance device 10 outputs a preferential ticket that gives priority to a customer who moves to another nearby store. In this case, the preferential use of the automatic teller machine 15 is permitted by presenting the courtesy ticket at the selected store. Thereby, decentralization of waiting in turn in each store can be promoted.

The system schematic of embodiment of this invention. Explanatory drawing of the functional block of a congestion condition management server. It is explanatory drawing of the data recorded on each data storage part, (a) is a shop management data storage part, (b) is a travel time management data storage part, (c) is recorded in a customer management data storage part Explanatory drawing of data. It is explanatory drawing of the data recorded on each data storage part, Comprising: (a) is a utilization condition data storage part, (b) is explanatory drawing of the data recorded on the congestion condition data storage part. The flowchart of the process sequence of embodiment of this invention. The flowchart of the process sequence of embodiment of this invention. The flowchart of the process sequence of embodiment of this invention. The system schematic of other embodiment. The flowchart of the process sequence of other embodiment.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 10 ... Customer guidance apparatus, 15 ... Automatic teller machine, 20 ... Congestion status management server, 21 ... Control part, 210 ... Customer information acquisition means, 211 ... Usage time calculation means, 212 ... Congestion information acquisition means, 213 ... Travel time Acquiring means, 214 ... Customer guidance means, 215 ... Usage status monitoring means, 22 ... Store management data storage section, 23 ... Travel time management data storage section, 24 ... Customer management data storage section, 25 ... Usage status data storage section, 26 ... congestion status data storage unit, 30 ... host system, 40 ... standby customer management server, 41 ... control unit, 411 ... customer specifying means, 412 ... image acquisition means, 413 ... person tracking means, 414 ... change notification means.

Claims (8)

Corresponding time information storage means for recording the usage history related to the transaction time for each customer's customer identifier;
Congestion information storage means for recording customer waiting time,
A customer guidance system comprising control means connected to a storefront terminal for acquiring transaction progress information with a customer and displaying a waiting time,
The control means is
If a customer is detected, a means for obtaining the customer identifier of this customer,
Means for obtaining the usage history of the customer from the corresponding time information storage means, and obtaining a statistical value of transaction required time based on the usage history;
Means for adding the statistical value to the waiting time recorded in the congestion information storage means;
In the case of detecting the end of a customer transaction, the waiting time of the congestion information storage means is updated based on the statistical value of the remaining customers, and means for displaying the waiting time on the storefront terminal is provided. Customer guidance system. The control means is
In the usage history of the store visitor, specify a calendar date common to the store visit date,
The customer guidance system according to claim 1, wherein a statistical value of transaction required time is acquired based on a usage history on the calendar date. Neighboring store information means storing information for identifying neighboring stores in each store;
A travel time information means for storing information on travel time between stores;
The control means is
Using the neighboring store information means, specify a neighboring store of the store to visit, obtain the waiting time in the neighboring store from the congestion information storage means,
Using the travel time information means, obtain travel time to a nearby store,
The use of the neighboring store is guided at the store terminal when the time obtained by adding the travel time to the waiting time at the neighboring store is shorter than the waiting time at the visiting store. The customer guidance system described. A weather server providing weather information is connected to the control means,
The control means is
Get weather information on the day of visit from the weather server,
The customer guidance system according to claim 3, wherein the travel time is changed according to the weather information. A customer information storage unit that records customer attribute information for each customer identifier;
The control means is
5. The customer guidance system according to claim 3, wherein the travel time is changed in accordance with a customer attribute associated with the customer identifier of the customer at the store. A monitoring server for monitoring customers in the store;
The control means is
In the monitoring server, obtain a captured image in the store,
In the captured image, the location of the customer in the store is tracked, and when it is detected that the customer has left the turn waiting area, the congestion information is based on the statistics of the remaining customers other than the customer. 6. The customer guidance system according to claim 1, wherein the waiting time of the storage means is updated. Corresponding time information storage means for recording the usage history related to the transaction time for each customer's customer identifier;
Congestion information storage means for recording customer waiting time,
A method for performing customer guidance using a customer guidance system having control means connected to a storefront terminal that displays transaction progress information with a customer and displays waiting time,
The control means is
If it detects a customer coming to the store, it gets the customer identifier for this customer,
Acquiring the customer's usage history from the corresponding time information storage means, and obtaining a statistical value of the transaction time based on the usage history;
Adding the statistical value to the waiting time recorded in the congestion information storage means;
When detecting the end of a customer's transaction, based on the statistics of the remaining customers, the waiting time of the congestion information storage means is updated and the waiting time is displayed on the storefront terminal. To guide customers. Corresponding time information storage means for recording the usage history related to the transaction time for each customer's customer identifier;
Congestion information storage means for recording customer waiting time,
A program that obtains transaction progress information with a customer and guides the customer using a customer guidance system having a control means connected to a storefront terminal that displays a waiting time,
The control means;
If a customer is detected, a means for obtaining the customer identifier of this customer,
Means for obtaining the usage history of the customer from the corresponding time information storage means, and obtaining a statistical value of transaction required time based on the usage history;
Means for adding the statistical value to the waiting time recorded in the congestion information storage means;
When detecting the end of a customer transaction, the waiting time of the congestion information storage means is updated based on the statistical values of the remaining customers, and functions as means for displaying the waiting time on the storefront terminal. Customer guidance program.

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