JP2012159947A - Remote consultation system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable an operator who is being consulted by a customer to easily and suitably guide and assist in customer's terminal operation.SOLUTION: A remote consultation system includes a business store terminal installed in a business store and operated by a customer, a center terminal installed in a consultation center and operated by the operator who is consulted by the customer, and a server connected to the business store terminal and center terminal. A common screen including a writing region where only an input from the business store terminal is permitted is displayed on both a display screen of the business store terminal and a display screen of the center terminal, it is determined whether writing to the writing area from the center terminal is normal writing or instruction writing, and when the writing is the instruction writing, writing to the writing area from the center terminal is permitted.

Description

  The present invention relates to a remote consultation system.

  Conventionally, at branches or head offices of financial institutions such as banks, credit unions, consumer finance companies, credit sales companies, etc., that is, sales offices, the operator who is in charge of window operations for customers visiting the store sells and explains products etc. Is supposed to do. In this case, the operator is required to accept and answer various inquiries and consultations from the customer, and to actively explain the product etc. to the customer as part of the window service.

  However, in recent years, products provided by companies and the like have become sophisticated and diversified, so the operator does not have sufficient knowledge about the products etc., and can provide sales and explanations to customers. There are cases where it is not possible. For example, in financial institutions such as banks, investment trusts (investment trusts), insurance, pensions, card loans, etc. have been introduced as new products in recent years. In this case, advanced knowledge outside the original business scope of financial institutions is required. In such a case, many operators do not have sufficient knowledge about the new product and cannot answer or explain to the customer, and therefore cannot sell the new product.

  Therefore, with regard to such products etc., the computer system terminal of the consultation center where a specialized operator who has expertise and information that can answer or explain to customers is enrolled, and sales offices By connecting to a computer system terminal via a network so that they can communicate with each other, it is possible for a customer who has come to a sales office to consult with a specialized operator at a remote consultation center regarding the product etc. in real time. A remote consultation system has been proposed (see, for example, Patent Documents 1 and 2).

  In such a remote consultation system, when the application program is shared between the computer system of the consultation center and the computer system of the sales office, and data is input and edited by operating the terminals of both systems, either Only one side can be controlled so that the authority to write input and editing instructions is given and writing from the other side is not permitted.

  For example, “manage edit contents for each client terminal and enable edit contents of any client terminal”, “specify specific information entered by the user so that it is not sent to other users Control in so-called "user units" such as "Conceal information", and control in "input area units" such as "Allow / prohibit interlocking of input operations on the operator side for each input part such as an input field" It can be performed.

JP 2002-109147 A JP 2004-326176 A

  However, in the above-described conventional remote consultation system, input and editing from the terminal of the other computer system with respect to a specific area or field in which writing of input and editing instructions is permitted only to the terminal of one computer system. The standard for judging whether or not to permit writing of the instruction is not provided.

  Therefore, for example, when the operator of the consultation center gives an explanation or instruction about a specific area or field that is allowed to be written only by the customer, it is difficult to appropriately convey the explanation or instruction to the customer.

  The present invention solves the problems of the conventional remote consultation system, identifies whether writing to a writing area in which only input from a specific terminal is permitted is normal writing or instruction writing, and instructs writing If this is the case, by allowing writing from terminals other than a specific terminal to the writing area, the operator who is receiving the customer's consultation can easily and appropriately guide and assist the customer's terminal operation. The purpose is to provide a remote consultation system.

  Therefore, in the remote consultation system of the present invention, the sales office terminal that is disposed in the sales office and operated by the customer, the center terminal that is disposed in the consultation center and operated by the operator who responds to the customer's consultation, A remote consultation system having a sales office terminal and a server connected to the center terminal, wherein only an input from the sales office terminal is permitted on both the display screen of the sales office terminal and the display screen of the center terminal. Display the shared screen including the writing area, and identify whether writing to the writing area from the center terminal is normal writing or instruction writing, and in the case of instruction writing, the center terminal from the center terminal Allow writing to the writing area.

  In another remote consultation system of the present invention, it further identifies whether writing to the writing area from the center terminal is normal writing or instruction writing. Discard the writing to the writing area.

  In still another remote consultation system of the present invention, the instruction writing is a writing for indicating that it is a writing area to be input to the customer.

  In still another remote consultation system according to the present invention, the writing time from the center terminal to the writing area is equal to or less than a predetermined time set in advance, or the writing content is a figure set in advance. In this case, it is determined that the writing is instruction writing.

  In still another remote consultation system of the present invention, the writing to the writing area is performed using a digital pen.

  In still another remote consultation system of the present invention, when printing the contents of the input to the writing area, the instruction writing to the writing area from the center terminal is invalidated, and the writing area from the branch office terminal is invalidated. Print only the input for.

  In still another remote consultation system according to the present invention, when the contents of the input to the writing area are stored, the instruction writing from the center terminal to the writing area is invalidated, and the writing area from the branch office terminal is invalidated. Save only the input for.

  According to the present invention, in the remote consultation system, it is identified whether writing to the writing area in which only input from a specific terminal is permitted is normal writing or instruction writing. Writing from a terminal other than a specific terminal to the writing area is permitted. Thereby, the operator who receives the customer's consultation can easily and appropriately guide and assist the customer's terminal operation.

It is a figure which shows the structure of the remote consultation system in embodiment of this invention. It is a flowchart which shows operation | movement of the remote consultation system in embodiment of this invention.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a diagram showing a configuration of a remote consultation system according to an embodiment of the present invention.

  In the figure, 10 is a center system included in the remote consultation system according to the present embodiment, and 20 is a sales office system included in the remote consultation system.

  The remote consultation system is a computer system for performing operations of various institutions, and the center system 10 and the branch office system 20 are computer systems as subsystems of the remote consultation system. The center system 10 and the branch office system 20 are connected via a network 30 so that they can communicate with each other. The network 30 is a communication line network such as the Internet, ISDN (Integrated Services Digital Network), and LAN (Local Area Network), but may be any type of communication line network.

  The institution is a bank, a credit union, a consumer financial company, a financial institution such as a credit sales company, a securities company, an insurance company, a manufacturing company or a sales company that manufactures and sells computers, software, automobiles, electrical equipment, electronic equipment, etc. Department stores, supermarkets and other stores, hotels, inns and other accommodation facilities, railway and airline passenger transportation companies, schools and cram schools, public corporations and other corporations, organizations, etc. May be. Here, for convenience of explanation, a case will be described where the institution is a financial institution such as a bank, a credit union, a consumer financial company, a credit sales company or the like.

  The financial institution handles products in institutions of other industries such as investment trusts, insurance, pensions, card loans, etc. in addition to the original products such as time deposits.

  The sales office system 20 is a computer system disposed in a sales office such as a branch office or a head office of the financial institution. The sales office terminal 22 as a client PC (personal computer) and the sales office terminal 22 And a store database 23 as a connected database. Note that each of the store terminal 22 and the store database 23 may be singular or plural, and the number thereof may be any number. It is shown one by one.

  The sales office terminal 22 may be used by sales staff, but here, it is a customer of a financial institution and visits the sales office and sells products sold by the financial institution, such as investment trusts, insurance, and pensions. It will be described as being used by a customer requesting an explanation regarding a product such as a card loan. Assuming that the customer operates the branch terminal 22 and is in charge of a consultation center of a financial institution and consults with a specialized operator who has sufficient knowledge and information about the product, that is, performs remote consultation. explain.

  The sales office terminal 22 includes an arithmetic device such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard, a mouse and a touch panel, a display device such as a CRT and a liquid crystal display, and a voice such as a microphone. The computer includes an input device, an audio output device such as a headphone and a speaker, an imaging device such as a digital camera and a digital video camera, a communication interface, and a printing machine. Here, it is assumed that the display device is a touch panel that also functions as an input device from the viewpoint of operability, and the customer uses the store digital pen 25 as a digital pen to display characters on the display screen 22a. It is possible to write figures and the like.

  The store digital pen 25 includes a storage unit and stores identification information unique to the storage unit, and the store terminal 22 can recognize the identification information of the store digital pen 25. It is desirable. For example, if the store digital pen 25 and the display device of the store terminal 22 are provided with communication means, the store terminal 22 is stored in the storage means of the store digital pen 25 by communication between the communication means. The identification information can be acquired. As a result, the store terminal 22 can identify whether or not it is a customer who uses the store-registered digital pen 25 registered in advance.

  Further, the store database 23 is a database including a storage device such as a magnetic disk and a semiconductor memory, and is configured separately from the store terminal 22 and connected to the store terminal 22 as shown in the figure. Alternatively, it may be built in and integrated with the branch terminal 22.

  The store database 23 stores a video conference application that is an application program for executing a video conference. By activating the video conference application, the customer can perform a video conference with the operator of the consultation center using the store database 23. Further, in the store database 23, input data inputted by writing characters, figures, etc. on the display screen 22 a using the store digital pen 25 is stored as an input application program for the center system 10. An application for cooperation, which is an application program for cooperation, is also stored. The shared screen 22b can be displayed on the display screen 22a by the cooperation application. The shared screen 22b includes an input field 22c as a writing area in which characters, figures, and the like can be written using the store digital pen 25.

  The center system 10 is a computer system disposed in the consultation center of the financial institution, and includes a center terminal 12 as a client PC and a center second database 14 as a database connected to the center terminal 12. , A video conference server 11 as a server, and a center first database 13 as a database connected to the video conference server 11. The video conference server 11, the center terminal 12, the center first database 13, and the center second database 14 may be singular or plural, and any number may be used. In the figure, one is shown for convenience of explanation.

  The center terminal 12 is an arithmetic device such as a CPU or MPU, a storage device such as a magnetic disk or a semiconductor memory, an input device such as a keyboard, a mouse, or a touch panel, a display device such as a CRT or a liquid crystal display, and a voice input such as a microphone. A computer including a device, an audio output device such as a headphone and a speaker, an imaging device such as a digital camera and a digital video camera, a communication interface, and a printing machine. A specialized operator who is enrolled in a consultation center of a financial institution and has sufficient knowledge and information about the product operates the center terminal 12 and operates at the branch office terminal 22 at a branch office different from the consultation center. By conducting a video conference with the customer who operates the system, the customer is consulted, and the customer is answered or explained. That is, it corresponds to remote consultation. Here, from the viewpoint of operability, the display device is a touch panel that also functions as an input device, and the operator uses the center digital pen 15 as a digital pen to display characters, It is possible to write figures and the like.

  Note that the center digital pen 15 includes a storage unit, stores identification information unique to the storage unit, and the center terminal 12 is preferably capable of recognizing the identification information of the center digital pen 15. . For example, if the center digital pen 15 and the display device of the center terminal 12 are provided with communication means, the identification information stored in the storage means of the center digital pen 15 by the communication between the center terminal 12 and the communication means. Can be obtained. As a result, the center terminal 12 can identify whether or not it is an operator who uses the center digital pen 15 registered in advance.

  The video conference server 11 includes a computing device such as a CPU and MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard and a mouse, a display device such as a CRT and a liquid crystal display, and a communication interface. And connected to the center terminal 12 and the branch terminal 22 so as to be communicable.

  Further, the center first database 13 is a database including a storage device such as a magnetic disk and a semiconductor memory, and is configured separately from the video conference server 11 and connected to the video conference server 11 as shown in the figure. Alternatively, it may be built in and integrated with the video conference server 11.

  The center first database 13 stores a remote consultation system application which is an application program for executing a remote consultation through a video conference. The remote consultation system application has a predetermined value set as a time that can be written by an operator, that is, a writing time as a specified time, and a graphic that is set in advance as a graphic that can be written by an operator, that is, an instruction graphic. And the shape of.

  The center second database 14 is a database including a storage device such as a magnetic disk and a semiconductor memory, and is configured separately from the center terminal 12 and connected to the center terminal 12 as shown in the figure. Alternatively, they may be built in and integrated with the center terminal 12.

  The center second database 14 stores a video conference application similar to that stored in the branch store database 23, and the center digital pen 15 is used to display characters, Sharing application program for sharing input screen for inputting input data for inputting input data by writing figures and the like, and sharing screen 22b displayed on display screen 22a of display device of branch office terminal 22 Applications and are stored. By the sharing application, the shared screen 12b that is the same screen as the shared screen 22b displayed on the display screen 22a of the display device of the branch office terminal 22 can be displayed on the display screen 12a of the display device of the center terminal 12. . The shared screen 12b includes an input field 12c as a writing area in which characters, figures, and the like can be written using the center digital pen 15.

  Next, the operation of the remote consultation system having the above configuration will be described.

  FIG. 2 is a flowchart showing the operation of the remote consultation system in the embodiment of the present invention.

  First, when a customer who visits a sales office of a financial institution requests an explanation about a product at a window, a remote consultation system is used as necessary. Specifically, there is no staff at the sales office who can give an appropriate explanation about the product, and a specialist operator of the consultation center can give an appropriate explanation about the product. In this case, the customer uses the sales office terminal 22 provided in the sales office, and the operator starts the remote consultation using the center terminal 12 provided in the consultation center. The remote consultation is executed in the form of a video conference in which conversations are performed while displaying images of customers and operators on the display screen 22a of the display device of the branch office terminal 22 and the display screen 12a of the display device of the center terminal 12.

  During remote consultation, the center terminal 12 and the branch terminal 22 share an application as necessary. As a result, the shared screen 22b is displayed on the display screen 22a of the display device of the branch office terminal 22, and the shared screen 12b is displayed on the display screen 12a of the display device of the center terminal 12. The shared screen 22b and the shared screen 12b are the same screen. The contents such as writing made on one of the shared screen 22b and the shared screen 12b are simultaneously displayed on the other. That is, the contents of the shared screen 22b and the shared screen 12b are shared between the store terminal 22 and the center terminal 12.

  Depending on the content of the consultation, for example, personal information such as the customer's name, address, date of birth, etc., or a third party other than the customer (remote consultation) In this case, there is a case where a document including a writing area where input by an operator) should be prohibited, an input form, etc. are explained. However, such documents, input forms, and the like are generally complicated in format, contents, etc., and it is difficult for an unfamiliar customer to determine the position of the writing area. In such a case, in the case of face-to-face consultation, the operator can make the customer understand by pointing a predetermined writing area with fingers or the like, but remote consultation is not possible.

  Therefore, in the present embodiment, it is identified whether writing to a writing area in which only an input from a specific terminal is permitted is normal writing or instruction writing. Writing from terminals other than a specific terminal is permitted. That is, when an input from the other terminal is made in the input field that accepts an input from only one terminal, it is determined whether the input from the other terminal is normal writing or instruction writing. If it is determined that the data is written, the input is permitted.

  Specifically, an input field 22c in the shared screen 22b displayed on the display screen 22a of the display device of the branch office terminal 22 is input by a third party other than the customer, such as customer personal information. When it is a writing area for inputting items to be prohibited, only the customer uses the branch digital pen 25 to write, modify, update, edit, etc. the items in the input field 22c. Can be done. On the other hand, the operator can perform instruction writing, that is, writing for indicating to the customer the input area to be input, in the input field 12c which is a common writing area with the input field 22c. However, writing for other purposes, that is, normal writing for writing normal characters or the like cannot be performed.

  When input from the other terminal is performed in an input field that accepts input from only one terminal, that is, common to the input field 22c that is a writing area in which writing from only the branch terminal 22 is permitted. When the center digital pen 15 is used for writing to the input field 12c displayed on the display screen 12a of the display device of the center terminal 12 which is the writing area of the video terminal, the video conference server 11 writes the writing time to the specified time. It is determined whether or not:

  When the writing by the operator is an instruction writing, that is, when writing is performed to indicate that it is a writing area to be input to the customer, a check mark for indicating the position, a round mark, a x mark, etc. Since writing of simple lines, marks, symbols and the like is considered to have been performed, the writing is completed in a short time. Therefore, in the present embodiment, whether or not writing by the operator is instruction writing is identified depending on whether or not the writing time by the operator is equal to or shorter than a predetermined time as a predetermined value set in advance. It has become. That is, if the writing time is equal to or shorter than the specified time, it is determined that the writing by the operator is the instruction writing.

  Therefore, when the writing time is equal to or shorter than the specified time, the video conference server 11 determines that the writing is instructed, and displays the written content on the screen. Thereby, the input field 22c in the shared screen 22b displayed on the display screen 22a of the display device of the branch terminal 22 and the shared screen 12b displayed on the display screen 12a of the display device of the center terminal 12 are displayed. The writing performed by the operator using the center digital pen 15 is displayed in a certain input field 12c. Therefore, the customer can surely determine where the input field 22c as a writing area to be written by himself / herself is.

  In addition, when it is determined whether or not the writing time is equal to or less than the prescribed time and is not less than the prescribed time, that is, when the writing time exceeds the prescribed time, the video conference server 11 determines whether the written content is an instruction graphic. Judge whether or not.

  The instruction graphic is a graphic that is set in advance and is included in the remote consultation system application, such as a check mark, a circle mark, a cross mark, etc. to indicate that it is a writing area to be input to the customer. Simple shapes such as lines, marks and symbols. In the present embodiment, even if the writing time by the operator exceeds the specified time, if the pointing graphic is written, it is determined that the writing by the operator is the writing of the instruction.

  Therefore, if the written content is an instruction graphic, the video conference server 11 determines that the instruction is written, and displays the written content on the screen. On the other hand, if it is determined whether or not the written content is an instruction graphic and it is not the instruction graphic, the video conference server 11 determines that the writing is invalid and discards the written content.

  Then, after all input is completed, printing is performed. Specifically, the operator has written, modified, updated, edited, etc. input to all the input fields 22c in the shared screen 22b displayed on the display screen 22a of the display device of the branch terminal 22, and the operator If determined, the operator operates the center terminal 12 to perform printing.

  Then, the video conference server 11 determines whether or not an instruction is written on the screen. That is, it is determined whether or not there is instruction writing in any of the input fields 22c in the shared screen 22b. If no instruction is written, the contents of input by the customer to all input fields 22c are printed. Specifically, the printing machine of the sales office terminal 22 and / or the printing machine of the center terminal 12 are caused to print all input contents.

  Also, if there is an instruction write by determining whether there is an instruction write on the screen, the video conference server 11 prints the instruction write as invalid. That is, the instruction writing is excluded from printing, and the printing machine of the branch office terminal 22 and / or the printing machine of the center terminal 12 is made to print the writing contents other than the instruction writing.

  If necessary, the input result is saved. Specifically, when it is determined that it is necessary to save the input contents made by the customer in the input field 22c in the shared screen 22b, the operator operates the center terminal 12 to perform saving.

  Then, the video conference server 11 determines whether or not an instruction is written on the screen. That is, it is determined whether or not there is instruction writing in any of the input fields 22c in the shared screen 22b. If no instruction is written, all input contents are saved. Specifically, all the input contents are stored and saved in the center first database 13 or the center second database 14.

  Also, when it is determined whether or not there is instruction writing on the screen and there is instruction writing, the video conference server 11 stores the instruction writing as invalid. That is, the instruction writing is excluded from the storage target, and the input contents other than the instruction writing are stored and stored in the center first database 13 or the center second database 14.

Next, a flowchart will be described.
Step S1: Remote consultation is started.
Step S2 The center terminal 12 and the branch terminal 22 share the application.
Step S3 An input from the other terminal is performed in the input field for accepting an input from only one terminal.
Step S4: The video conference server 11 determines whether or not the writing time is equal to or shorter than the specified time. If the writing time is less than the specified time, the process proceeds to step S6. If the writing time is not less than the specified time, the process proceeds to step S5.
Step S5: The video conference server 11 determines whether or not the written content is an instruction graphic. If the written content is an instruction graphic, the process proceeds to step S6. If the written content is not an instruction graphic, the process proceeds to step S7.
Step S6: The video conference server 11 determines that the instruction is written, and displays the written content on the screen.
Step S7: The video conference server 11 determines that the writing is invalid, and discards the written content.
Step S8 Printing is performed after all the inputs are completed.
Step S9: The video conference server 11 determines whether or not there is an instruction writing on the screen. If there is an instruction writing on the screen, the process proceeds to step S11, and if there is no instruction writing on the screen, the process proceeds to step S10.
Step S10: The input contents of all the input fields 22c by the customer are printed.
Step S11 The video conference server 11 prints the instruction writing as invalid.
Step S12: The input result is saved.
Step S13: The video conference server 11 determines whether or not there is an instruction writing on the screen. If there is an instruction writing on the screen, the process proceeds to step S15, and if there is no instruction writing on the screen, the process proceeds to step S14.
Step S14: All input contents are saved.
Step S15 The video conference server 11 stores the instruction writing as invalid.

  As described above, in the present embodiment, the input fields 12c and 22c for which only the input from the branch terminal 22 is permitted are displayed on both the display screen 22a of the branch terminal 22 and the display screen 12a of the center terminal 12. The shared screens 12b and 22b are displayed, and it is identified whether writing to the input field 12c from the center terminal 12 is normal writing or instruction writing. If the writing is instruction writing, input from the center terminal 12 is performed. Writing to the field 12c is permitted.

  Thereby, the operator of the consultation center receiving the customer's consultation can easily and appropriately guide and assist the operation of the sales office terminal 22 by the customer. The customer can easily understand the explanation of the operator of the consultation center, can easily recognize the appropriate input field 22c, and can quickly input predetermined items into the input field 22c. it can.

  Further, when printing and saving, the instruction writing from the center terminal 12 to the input field 12c is invalidated, so that the conventional input regulation can be maintained.

  In addition, this invention is not limited to the said embodiment, It can change variously based on the meaning of this invention, and does not exclude them from the scope of the present invention.

  The present invention can be applied to a remote consultation system.

11 Video conference server 12 Center terminal 12a, 22a Display screen 12b, 22b Shared screen 12c, 22c Input field 15 Center digital pen 22 Branch terminal 25 Branch shop digital pen

Claims (7)

(A) a branch terminal installed at a branch and operated by a customer;
(B) a center terminal which is disposed in a consultation center and is operated by an operator who responds to the customer's consultation;
(C) a remote consultation system having a server connected to the branch terminal and the center terminal,
(D) A shared screen including a writing area in which only an input from the sales office terminal is permitted is displayed on both the display screen of the sales office terminal and the display screen of the center terminal, and the writing from the center terminal is performed. A remote consultation system that identifies whether writing to an area is normal writing or instruction writing, and if the writing is instruction writing, permits writing to the writing area from the center terminal. The write to the write area from the center terminal is discarded if the write to the write area from the center terminal is a normal write or an instruction write, and if it is not an instruction write, the write to the write area from the center terminal is discarded. Remote consultation system. The remote consultation system according to claim 1 or 2, wherein the instruction writing is a writing for indicating that it is a writing area to be input to the customer. The time of writing from the center terminal to the writing area is equal to or less than a predetermined time set in advance, or when the content of the writing is a figure set in advance, it is determined that the writing is instruction writing. The remote consultation system according to any one of 1 to 3. The remote consultation system according to claim 1, wherein writing to the writing area is performed using a digital pen. 6. When printing contents of input to the writing area, invalidate instruction writing from the center terminal to the writing area and print only contents of input to the writing area from the branch terminal. The remote consultation system according to any one of the items. The content of the input to the writing area is saved, the instruction writing to the writing area from the center terminal is invalidated, and only the contents of the input to the writing area from the branch office terminal are saved. The remote consultation system according to any one of the items.

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