JP2013143084A - Information processing apparatus, information processing method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce the time and effort for operations of a device that are required for receiving a service.SOLUTION: An information processing apparatus includes an information acquisition unit that acquires information for identifying processing content related to a step that is completed by the information input to a user terminal among plural steps included in an electronic procedure for receiving a service, and a procedure control unit that identifies the processing content related to the completed step by the acquired information, and executes processing related to an uncompleted step among the plural steps included in the electronic procedure.

Description

  The present invention relates to an information processing apparatus, an information processing method, and a program technique.

  A system for inputting a product desired to be purchased from a content by using a device capable of browsing the content such as a mobile phone, converting the content into a QR code, and reading it into a QR code scanner. (Patent Document 1).

JP 2007-156934 A

  Conventionally, in an automatic vending machine such as a vending machine, a ticket vending machine, and an automatic transaction apparatus such as an ATM (Automatic Teller Machine), a user operates these apparatuses in order to receive a service. . For example, when the number of procedures included in the electronic procedure performed in the device is relatively large, or when the user himself / herself is not familiar with the operation of these devices, the user receives provision of services from these devices. Sometimes it takes time.

  In one aspect, the present invention has been made in view of the above-described points, and an object thereof is to reduce the labor involved in the operation of an apparatus necessary for receiving a service.

  An information processing apparatus according to an embodiment of the present invention specifies processing contents related to a procedure completed by information input to a user terminal among a plurality of procedures included in an electronic procedure for receiving service provision An information acquisition unit for acquiring information for performing processing, specifying the processing content related to the completed procedure by the acquired information, and performing processing related to an uncompleted procedure among a plurality of procedures included in the electronic procedure A procedure control unit to be executed.

  The information processing apparatus according to the service provision in the above embodiment takes over the progress of the procedure completed by the information input to the user terminal for the electronic procedure for receiving the service provision, and the procedure of the incomplete part The process which concerns on is performed. Therefore, in procedures related to devices such as ticket vending machines and ATMs that require user operation in order to receive provision of services, the user can omit procedures completed with information input to the user terminal.

  Therefore, according to the said embodiment, the effort which concerns on operation of an apparatus required in order to receive provision of a service can be reduced.

As another form of the above embodiment, the information acquisition unit is executed between the server related to the provision of the service and the user terminal as information for specifying the processing content related to the completed procedure. Information for identifying a series of processes related to the service is acquired, and the procedure control unit is configured to execute the series of processes executed with the server according to the acquired information for identifying the series of processes. By taking over the process from the user terminal, the process content related to the completed procedure may be specified, and the process related to the uncompleted procedure among a plurality of procedures included in the electronic procedure may be executed.

  Further, as another form of the above embodiment, the information acquisition unit acquires information input to the user terminal in the completed procedure as information for specifying the processing content related to the completed procedure, The procedure control unit identifies the processing content related to the completed procedure according to the information input to the user terminal in the acquired completed procedure, and completes the completion of the series of processing related to the service. A process corresponding to the procedure may be confirmed, and a process related to the uncompleted procedure among a plurality of procedures included in the electronic procedure may be executed.

  In addition, as another aspect of the above-described embodiment, an information processing method for realizing each of the above-described configurations, a program, a computer, an apparatus, a machine, or the like that records such a program may be used. It may be a readable storage medium. Here, the computer-readable recording medium is a medium that stores information such as programs by electrical, magnetic, optical, mechanical, or chemical action.

  According to an embodiment of the present invention, it is possible to provide a technique for reducing the labor involved in operating a device necessary for receiving a service.

FIG. 1 illustrates the relationship between a KIOSK terminal and a user terminal according to the embodiment. FIG. 2 illustrates a service provision scene according to the first embodiment. FIG. 3 illustrates an outline of a hardware configuration of each device according to the first embodiment. FIG. 4 illustrates an outline of a functional configuration of each device according to the first embodiment. FIG. 5 is a flowchart illustrating an example of a processing procedure of each apparatus according to the first embodiment. FIG. 6 illustrates a service provision scene according to the second embodiment. FIG. 7 illustrates an outline of a hardware configuration of each device according to the second embodiment. FIG. 8 illustrates an outline of a functional configuration of each device according to the second embodiment. FIG. 9 is a flowchart illustrating an example of a processing procedure of each apparatus according to the second embodiment.

  Hereinafter, an embodiment according to an aspect of the present invention (hereinafter, also referred to as “this embodiment”) will be described with reference to the drawings. However, the present embodiment described below is merely an example of the present invention in all points, and is not intended to limit the scope thereof. It goes without saying that various improvements and modifications can be made without departing from the scope of the present invention. That is, in implementing the present invention, a specific configuration according to the present embodiment may be employed as appropriate.

  Although data appearing in the present embodiment is described in a natural language, more specifically, it is specified by a pseudo language, a command, a parameter, a machine language, or the like that can be recognized by a computer.

In this embodiment (first embodiment and second embodiment described later), a KIOSK terminal used for providing a service will be described as an example of the information processing apparatus of the present invention. The KIOSK terminal according to the present embodiment is information for specifying a processing content related to a procedure completed by information input to a user terminal among a plurality of procedures included in an electronic procedure for receiving service provision. Is acquired from the user terminal. Then, the KIOSK terminal identifies the processing content related to the completed procedure based on the acquired information, and executes the processing related to the uncompleted procedure among the plurality of procedures included in the electronic procedure.

  By operating in this way, the KIOSK terminal takes over the progress of the completed procedure according to the information input to the user terminal for the electronic procedure for receiving the service, and processes related to the procedure of the incomplete part Execute. Therefore, in a scene that requires a user operation to receive provision of services such as ticket purchase and cash withdrawal, the user can omit the procedure completed with the information input to the user terminal. As a result, the KIOSK terminal reduces the labor involved in the operation necessary for receiving the provision of the service.

  In addition, by operating in this way, for example, when there is a queue of people who want to receive services provided by the KIOSK terminal, the user is waiting in line until the turn is reached. In the meantime, you can make input related to the procedure. In this case, the user can cause the KIOSK terminal to take over the progress of the procedure completed based on the information input to the user terminal when it is his turn. Thereby, the user can abbreviate | omit operation of the KIOSK terminal which concerns on the procedure completed with the information input into the user terminal. Therefore, the user can complete the procedure earlier than operating the KIOSK terminal from the beginning. In addition, since the time required for each customer is shortened, it is possible to eliminate the queue of customers lined up to receive the provision of the service.

  FIG. 1 illustrates screens of a KIOSK terminal and a user terminal according to the present embodiment. Each screen corresponds to each of a plurality of procedures included in an electronic procedure for receiving service provision. That is, in the example shown in FIG. 1, the electronic procedure for receiving service provision includes five procedures shown on screens A to E. Specifically, the three procedures shown on the screens A to C are procedures for receiving input from the user (customer). The procedure shown on screen D is a procedure for accepting insertion of a magnetic card. The procedure shown on the screen E is a procedure for outputting (printing) information related to the provided service. Note that the plurality of procedures included in the electronic procedure are not limited to the examples shown in the present embodiment, and are appropriately determined according to the provided service.

  A user receives provision of a service by operating a KIOSK terminal. The input information Aa and the input information Ab are information input by the user in the procedure related to the screen A. The input information Ba is information input by the user in the procedure related to the screen B. The input information Ca, the input information Cb, and the input information Cc are information input by the user in the procedure related to the screen C.

  In the present embodiment, as shown in FIG. 1, the user can cause the KIOSK terminal to take over the progress of the procedure completed in the user terminal. For example, the user can operate the KIOSK terminal from the procedure related to the screen B after completing the procedure related to the screen A on the user terminal.

  In addition, the several procedure completed in the user terminal does not need to be continuous. For example, the user may cause the KIOSK terminal to take over the process relating to the procedure from the procedure relating to the screen B after completing the procedure relating to the screen A and the screen C at the user terminal. In this case, in the KIOSK terminal, processing related to the procedure related to the screen B is executed, and then processing related to the procedure related to the screen D is executed. That is, the KIOSK terminal omits the procedure completed in the user terminal and executes the process related to the procedure related to the provision of the service.

  Hereinafter, two embodiments of such a KIOSK terminal will be described.

§1 First embodiment <Service provision scene>
FIG. 2 illustrates a service provision scene according to the first embodiment. The first embodiment typically exemplifies a service provided online such as movie ticket purchase. Electronic procedures for receiving provision of services are mainly processed in the external server 2. The KIOSK terminal 1 and the user terminal 3 are connected to the external server 2 via a network. As a result, a series of processes relating to an electronic procedure for receiving service provision is executed between the KIOSK terminal 1 or the user terminal 3 and the external server 2. For example, the KIOSK terminal 1 and the user terminal 3 transmit input information input by the user to the external server 2 via the network. And the external server 2 performs the process which concerns on a procedure based on the received input information.

  Here, the KIOSK terminal 1 according to the first embodiment is executed between the external server 2 and the user terminal 3 related to service provision as information for specifying the processing content related to the completed procedure. Information for identifying a series of processes related to a service is acquired. Then, the KIOSK terminal 1 takes over the series of processes executed with the external server 2 from the user terminal 3 based on the acquired information for identifying the series of processes, and thereby processes related to the completed procedure. The contents are specified, and a process related to an uncompleted procedure among a plurality of procedures included in the electronic procedure is executed.

  In the first embodiment, for example, a series of processes related to a procedure is managed as a transaction. In this case, the information for identifying a series of processes is a transaction ID for identifying the transaction.

<Hardware configuration>
FIG. 3 illustrates an outline of a hardware configuration of each device according to the first embodiment. As shown in FIG. 3, the KIOSK terminal 1 and the user terminal 3 are connected to the external server 2 via the network 5. Note that the transmission of information between the devices connected to the network 5 is realized by data communication via the network 5 such as a 3G (3rd Generation) network, the Internet, a telephone network, and a dedicated network. The type of the network 5 is appropriately selected according to each data communication.

The KIOSK terminal 1 according to the first embodiment includes a CPU (Central Processing Unit), RA
A control unit 11 including an M (Random Access Memory) and a ROM (Read Only Memory), an auxiliary storage device 12 storing a program executed by the control unit 11, and a network for performing communication via the network 5 Interface 13, short-range wireless communication module 14, touch panel display 15, speaker 16, non-contact IC card reader / writer 17, two-dimensional bar code reader 18 for reading information recorded as a two-dimensional bar code, and printer 19 , Is an information processing apparatus electrically connected. In FIG. 3, the network interface is described as “NW I / F”.

  However, in carrying out the present invention, the KIOSK terminal 1 according to the present invention may not include all the above-described components. With regard to the specific hardware configuration of the KIOSK terminal 1, the components can be omitted, replaced, and added as appropriate according to the embodiment. For example, the network interface 13, the short-range wireless communication module 14, the touch panel display 15, the speaker 16, the non-contact IC card reader / writer 17, the two-dimensional barcode reader 18, and the printer 19 are used as input / output devices. Components that are not present may be omitted. Further, the KIOSK terminal 1 may be further connected with a mouse, a keyboard, or the like as an input device. The control unit 11 may include a plurality of processors.

In the KIOSK terminal 1 according to the first embodiment, a touch panel display 15 and a speaker 16 are mainly used as input / output devices. These input / output devices are controlled by the CPU, output data, and accept user operations. Thereby, the KIOSK terminal 1 which concerns on 1st Embodiment provides information through a user's five senses, and receives the input of the information by a user through a user's touch operation, button press operation, etc. The content of information input from the input / output device is recorded in the RAM and processed by the CPU. As the user interface, in addition to input / output via a screen display of the touch panel display 15 or the like, input / output by voice using a microphone (not shown) and speaker 16, input by a gesture using a camera (not shown), or the like is used. May be.

  In the first embodiment, the KIOSK terminal 1 is installed at a location related to service provision. For example, the KIOSK terminal 1 is installed as a reception desk of a movie theater. In this case, the user (customer) operates the KIOSK terminal 1, inputs a desired movie, number of people, age group, and seat, and purchases a movie ticket. At this time, for example, information indicating purchase contents is printed by the printer 19. In the first embodiment, input required when purchasing the ticket can be performed in advance on the user terminal 3 before operating the KIOSK terminal 1. Note that the input by operating the KIOSK terminal 1 or the user terminal 3 may be realized by selecting the presented option, or may be realized by inputting characters.

  The external server 2 according to the first embodiment includes a control unit 21 including a CPU, a RAM, and a ROM, an auxiliary storage device 22 that stores programs executed by the control unit 21, and communication via the network 5. The information processing apparatus is electrically connected to a network interface 23 for performing the operation. Regarding the specific hardware configuration of the external server 2, as with the KIOSK terminal 1, components may be omitted, replaced, and added as appropriate according to the embodiment. The external server 2 may be implemented by one or a plurality of information processing devices.

The user terminal 3 according to the first embodiment performs communication via a control unit 31 including a CPU, a RAM, a ROM, and the like, a storage unit 32 that stores programs executed by the control unit 31, and the network 5. Network interface 33, short-range wireless communication module 34, built-in non-contact IC card 35, input device 36 such as buttons, and output device 37 including a display, LED, speaker, and the like It is. In addition, regarding the specific hardware configuration of the user terminal 3, as with the KIOSK terminal 1, the omission, replacement, and addition of components may be appropriately performed according to the embodiment. Further, as the user terminal 3, for example, a PC (Personal Computer), a mobile phone, a smartphone, a tablet terminal, a portable game machine, or the like may be used in addition to a terminal designed exclusively for the provided service.

<Functional configuration>
FIG. 4 illustrates an outline of a functional configuration of each device according to the first embodiment.

  In the KIOSK terminal 1 according to the first embodiment, the CPU interprets and executes various programs expanded in the RAM, and controls each component, whereby the information acquisition unit 50, the procedure control unit 51, and the input reception unit. 52, functioning as an information processing apparatus including a procedure communication unit 53 and an output unit 54. In the first embodiment, an example in which these functions are realized by a general-purpose CPU is described. However, some or all of these functions may be realized by one or more dedicated processors.

The information acquisition unit 50 performs, for example, a series of processing related to the service executed between the external server 2 and the user terminal 3 related to service provision as information for specifying the processing content related to the completed procedure. Get information to identify. Then, the procedure control unit 51 takes over the series of processes executed with the external server 2 from the user terminal 3 based on the acquired information for identifying the series of processes. The processing content is specified, and processing related to an uncompleted procedure among a plurality of procedures included in the electronic procedure is executed.

  In the external server 2 according to the first embodiment, the CPU interprets and executes various programs expanded in the RAM, and controls each component so that the procedure processing unit 60, the encoding unit 61, and the information It functions as an information processing apparatus including the storage unit 62. Similar to the KIOSK terminal 1, some or all of these functions may be realized by one or a plurality of dedicated processors.

  In the user terminal 3 according to the first embodiment, the CPU interprets and executes various programs expanded in the RAM, and controls each component, whereby the input receiving unit 70, the procedure communication unit 71, and the information It functions as an information processing apparatus including the providing unit 72. Similar to the KIOSK terminal 1, some or all of these functions may be realized by one or a plurality of dedicated processors.

<Process flow>
FIG. 5 is a flowchart illustrating an example of a processing procedure of each apparatus according to the first embodiment. In FIG. 5 and FIG. 9 described later, the step is abbreviated as “S”. The specific contents and order of the processes described here are examples for carrying out the present invention. Specific processing contents, order, and the like may be appropriately selected according to the embodiment.

  In step 101, the input receiving unit 70 of the user terminal 3 receives input of information required in a procedure included in an electronic procedure related to service provision. For example, the user (customer) operates the input device 36 to input information required in the procedure. For example, when the service is related to the purchase of a movie ticket, the input of information required in the procedure is an input related to a desired movie, the number of tickets, a seat position, and the like. The input of these pieces of information may be requested in a plurality of procedures, or may be requested in one procedure.

  In step 102, the input information input in step 101 is transmitted to the external server 2 by the procedure communication unit 71. In the first embodiment, a series of processes related to an electronic procedure for receiving service provision may occur from the user terminal 3 to the KIOSK terminal 1 in some cases. In this case, in the first embodiment, in this step 102, the procedure communication unit 71 inputs information indicating that the KIOSK terminal 1 is to take over a series of processes related to an electronic procedure for receiving service provision. At the same time, it is transmitted to the external server 2. For example, in the screen example shown in FIG. 1, when the user selects “Continue with KIOSK terminal” after inputting information, the procedure communication unit 71 causes the KIOSK terminal 1 to take over the series of processes. The information shown is transmitted to the external server 2.

  Returning to FIG. 5, in step 103, the procedure processing unit 60 of the external server 2 executes the process of the procedure included in the procedure based on the input information received in step 102. For example, in the procedure related to steps 101 and 102, when the user's desired movie is requested, the external server 2 receives information specifying the user's desired movie as input information received in step 102. To do. In this case, the procedure processing unit 60 acquires information about the designated movie from the auxiliary storage device 22 or the like as the execution of the processing. The information related to the designated movie includes, for example, information related to items requested to be input in the next procedure, such as seat availability in the designated movie.

  Further, the information storage unit 62 identifies the transaction with the user terminal 3 and stores the received input information in the RAM or stores it in the auxiliary storage device 22. Thereby, the information storage unit 62 identifies and stores the input information related to the transaction.

  If the information received in step 102 includes information indicating that a series of processing related to the procedure is to be taken over by the KIOSK terminal 1, the encoding unit 61 identifies the transaction with the user terminal 3. The information may be encoded into a barcode or the like. The information for identifying the transaction is, for example, a transaction ID. The barcode may be a two-dimensional barcode such as a QR code or a one-dimensional barcode such as a CODE39 code. In the first embodiment, the encoding method and the type of barcode are not limited.

  In this example, input information is transmitted to external server 2 for every procedure. However, input information relating to a plurality of procedures may be transmitted to the external server 2 at a time.

  In step 104, the procedure processing unit 60 requests the user terminal 3 to execute a process related to an input related to the next procedure. At this time, the procedure processing unit 60 transmits to the user terminal 3 information required for input related to the requested next procedure. For example, when the input related to the next procedure is the input related to the seat designation, the procedure processing unit 60 transmits information for presenting selectable seats to the user terminal 3.

  On the other hand, if the information received in step 102 includes information indicating that a series of processing relating to the procedure is to be taken over by the KIOSK terminal 1, the procedure processing unit 60 performs the user terminal so as to execute the processing relating to the taking over. 3 is requested. At this time, the procedure processing unit 60 transmits the transaction ID to the user terminal 3. As described above, the transaction ID to be transmitted may be encoded into a barcode or the like by the encoding unit 61.

  In step 105, the control unit 31 determines whether or not the transaction with the external server 2 can be taken over by the KIOSK terminal 1. In step 101 or the like, if the user specifies that the transaction should be taken over by the KIOSK terminal 1, the control unit 31 advances the processing to the next step 106. On the other hand, if it is not designated that the KIOSK terminal 1 should take over the transaction, the control unit 31 returns the process to step 101. And the input reception part 70 receives the input which concerns on the following procedure.

  In step 106, the transaction ID acquired from the external server 2 is provided to the KIOSK terminal 1 by the information providing unit 72 of the user terminal 3. In step 107, the transaction ID provided in step 106 is acquired by the information acquisition unit 50 of the KIOSK terminal 1. The exchange of transaction IDs in step 106 and step 107 may be realized by various methods.

  For example, the transaction ID may be exchanged by wireless communication between the short-range wireless communication module 34 of the user terminal 3 and the short-range wireless communication module 14 of the KIOSK terminal 1. In this case, in step 106, the information providing unit 72 transmits the transaction ID to the KIOSK terminal by the short-range wireless communication module 34. In step 107, the information acquisition unit 50 acquires the transaction ID transmitted from the user terminal 3 by the short-range wireless communication module 14.

  Further, for example, the transaction ID may be exchanged by a two-dimensional barcode. In this case, in step 106, the information providing unit 72 displays the two-dimensional barcode generated by encoding the transaction ID by the encoding unit 61 of the external server 2 on the display included in the output device 37. In step 107, the information acquisition unit 50 reads the two-dimensional barcode displayed on the display by the two-dimensional barcode reader 18 and decodes the read two-dimensional barcode, thereby acquiring the transaction ID.

  Further, for example, a transaction ID may be exchanged via a non-contact IC card. In this case, in step 106, the information providing unit 72 stores the transaction ID in the built-in non-contact IC card 35. In step 107, the information acquisition unit 50 acquires a transaction ID from the noncontact IC card 35 by the noncontact IC card reader / writer 17.

  In this way, the KIOSK terminal 1 acquires the transaction ID from the user terminal 3. Note that the transaction IDs exemplified above can be exchanged when the user brings the user terminal 3 close to the KIOSK terminal 1, unlike the exchange via the network 5. As a result, the KIOSK terminal 1 operated by the user is clarified. For example, in a place where a plurality of KIOSK terminals 1 are installed, it is prevented that the user mistakes the KIOSK terminal 1 that takes over the transaction from the user terminal 3. be able to.

  In step 108, the procedure control unit 51 requests the external server 2 to execute a process related to an incomplete procedure in the transaction. A transaction ID is transmitted together with the request. The procedure processing unit 60 of the external server 2 identifies the transaction that the KIOSK terminal 1 has taken over from the user terminal 3 based on the received transaction ID.

  In step 109, the procedure processing unit 60 identifies an incomplete procedure in the transaction that the KIOSK terminal 1 has taken over from the user terminal 3. And the procedure process part 60 requests | requires execution of the process in the KIOSK terminal 1 about the specified incomplete procedure. For example, when an uncompleted procedure includes a procedure for requesting an input, the procedure processing unit 60 requests the KIOSK terminal 1 to execute a process for receiving the input together with information used in the input. For example, when the process required for the KIOSK terminal 1 is a process related to a movie seat designation input, the information used in the input is information for presenting a selectable seat.

  In step 110, the transaction is restarted by the procedure control unit 51 executing a process related to a procedure that has not been completed by the operation of the user terminal 3 in response to a processing request from the external server 2. As a result, a transaction relating to an electronic procedure for receiving provision of services is taken over from the user terminal 3 to the KIOSK terminal 1. For example, when an incomplete procedure includes a procedure for requesting input, the input receiving unit 52 receives input of information required in the procedure. The inputted input information is transmitted to the external server 2 by the procedure communication unit 53. When the procedure is completed, the output unit 54 outputs information related to the provided service. For example, in the above-mentioned ticket purchase scene, the output unit 54 prints information on tickets purchased by the user by the printer 19.

  In the first embodiment, the KIOSK terminal 1 operates in this manner, so that the electronic procedure takes over the progress of the completed procedure according to the input information input to the user terminal 3 and changes to the procedure of the incomplete portion. This process is executed. Thereby, the KIOSK terminal 1 reduces the effort concerning operation required in order to receive provision of a service.

§2 Second Embodiment <Scene>
FIG. 6 illustrates a service provision scene according to the second embodiment. The second embodiment typically exemplifies a service provided offline such as a bank ATM. In the second embodiment, unlike the first embodiment, an electronic procedure for receiving service provision is mainly processed in the KIOSK terminal 1. The external server 2 holds information referred to when the KIOSK terminal 1 executes the process. Further, the external server 2 holds the result of the procedure processed in the KIOSK terminal 1. In the second embodiment, the user terminal 3 may not be connected to the network 5.

  Here, the KIOSK terminal 1 which concerns on 2nd Embodiment acquires the information input into the user terminal 3 in the said completed procedure as information for specifying the processing content concerning the completed procedure. Then, the KIOSK terminal 1 identifies the processing content related to the completed procedure based on the acquired information, determines the processing corresponding to the completed procedure in the series of processing related to the service, and is included in the electronic procedure Among the plurality of procedures, a process related to an uncompleted procedure is executed.

  For example, an application is installed in the user terminal 3 in advance. The application executes display of a screen as shown in FIG. 1, reception of input of information required in a procedure included in the procedure, encoding of input information, and the like. The KIOSK terminal 1 acquires the input information input to the user terminal 3 in this way. Then, the KIOSK terminal 1 identifies the processing content related to the completed procedure based on the acquired information, determines the processing corresponding to the completed procedure in the series of processing related to the service, and is included in the electronic procedure Among the plurality of procedures, a process related to an uncompleted procedure is executed.

<Hardware configuration>
FIG. 7 illustrates an outline of a hardware configuration of each device according to the second embodiment. As illustrated in FIG. 7, the hardware configuration of each device according to the second embodiment is the same as the hardware configuration of each device according to the first embodiment. Therefore, the description is omitted. However, the user terminal 3 may not be connected to the network 5 in the second embodiment. For this reason, the user terminal 3 may not include the network interface 33.

<Functional configuration>
FIG. 8 illustrates an outline of a functional configuration of each device according to the second embodiment.

  In the KIOSK terminal 1 according to the second embodiment, the CPU interprets and executes various programs expanded in the RAM, and controls each component, whereby the information acquisition unit 55, the procedure control unit 56, and the input reception unit. 57, functions as an information processing apparatus including a procedure processing unit 58 and an output unit 59. In the second embodiment, an example in which these functions are realized by a general-purpose CPU is described. However, some or all of these functions may be realized by one or more dedicated processors.

  The information acquisition unit 55 acquires information input to the user terminal 3 in the completed procedure as information for specifying the processing content related to the completed procedure. Then, the procedure control unit 56 identifies the processing content related to the completed procedure based on the information input to the user terminal 3 in the acquired completed procedure, and completes the completion of the series of processing related to the service. A process corresponding to the procedure is determined, and a process related to an uncompleted procedure among a plurality of procedures included in the electronic procedure is executed.

  The external server 2 according to the second embodiment functions as an information processing apparatus including the information storage unit 63 by the CPU interpreting and executing various programs expanded in the RAM and controlling each component. Similar to the KIOSK terminal 1, this function may be realized by one or a plurality of dedicated processors.

In the user terminal 3 according to the second embodiment, the CPU interprets and executes various programs expanded in the RAM, and controls each component, thereby allowing the input receiving unit 73, the input information storage unit 74, and the encoding. It functions as an information processing apparatus including the unit 75 and the information providing unit 76. KIOS
As with the K terminal 1, some or all of these functions may be realized by one or more dedicated processors.

<Process flow>
FIG. 9 is a flowchart illustrating an example of a processing procedure of each apparatus according to the second embodiment. The specific contents and order of the processing described here are examples for carrying out the present invention. Specific processing contents, order, and the like may be appropriately selected according to the embodiment.

  In step 201, the input receiving unit 73 of the user terminal 3 receives input of information required in a procedure included in an electronic procedure related to service provision. For example, the user (customer) operates the input device 36 to input information required in the procedure. For example, when the service is related to a transaction provided in a bank, the input of information required in the procedure is an input related to a desired transaction type and an amount exchanged in the transaction of the type. Input of these pieces of information may be requested in a plurality of procedures, or may be requested in one procedure.

  Here, the input information storage unit 74 stores the input information input in this step 201 in the RAM of the control unit 31 or stores it in the storage unit 32. As a result, the input information storage unit 74 stores the input information input in this step 201.

  In step 202, the control unit 31 determines whether or not the process related to the electronic procedure can be taken over by the KIOSK terminal 1. For example, in the screen example shown in FIG. 1, after the information input in step 201, when the user selects “Continue with KIOSK terminal”, the control unit 31 performs processing related to the electronic procedure in the KIOSK terminal 1. To proceed to the next step 203. On the other hand, when the user selects “Next” after inputting information in Step 201, the control unit 31 returns the process to Step 201. And the input reception part 73 receives the input which concerns on the following procedure.

  Returning to FIG. 9, in step 203, the information providing unit 76 of the user terminal 3 provides one or a plurality of pieces of input information accumulated by the input information accumulating unit 74 to the KIOSK terminal 1. In step 204, the information acquisition unit 55 of the KIOSK terminal 1 acquires one or a plurality of pieces of input information provided in step 203. The exchange of input information in Step 203 and Step 204 may be realized by various methods as in the first embodiment. For example, it may be realized by wireless communication between the short-range wireless communication module 34 of the user terminal 3 and the short-range wireless communication module 14 of the KIOSK terminal 1. Further, for example, it may be realized by a two-dimensional barcode. Further, for example, it may be realized by exchanging information via a non-contact type IC card. Each method will be described in the same manner as in the first embodiment.

  The provided input information may be encoded into a barcode or the like by the encoding unit 75. As in the first embodiment, the barcode may be a two-dimensional barcode such as a QR code or a one-dimensional barcode such as a CODE39 code. Also in the second embodiment, the encoding method and the type of barcode are not limited.

  In step 205, the procedure control unit 56 specifies the processing content related to the completed procedure in the series of processing related to the service, based on the one or more pieces of input information acquired in step 204. Then, the procedure control unit 56 finalizes the process corresponding to the completed procedure, and resumes the procedure from the process related to the uncompleted procedure.

For example, if the incomplete procedure includes a procedure for requesting input, the input receiving unit 57 receives input of information required in the procedure. Then, the procedure processing unit 58 uses the input information that has been input, and executes processing related to the incomplete procedure. Further, when the procedure is completed, the output unit 59 outputs information related to the provided service. For example, in the transaction scene provided in the bank, the output unit 59 prints the processed transaction content by the printer 19.

  Note that, for example, in a transaction provided in a bank, when the user desires to withdraw a deposit, the KIOSK terminal 1 refers to information indicating the amount of the deposit of the user when receiving an input of the amount related to the withdrawal. The referenced information is stored, for example, in the auxiliary storage device 22 of the external server 2. The procedure processing unit 58 acquires the information by requesting the external server 2 to transmit the information. Further, when the process related to the deposit withdrawal is completed in the KIOSK terminal 1, the procedure processing unit 58 transmits the user's deposit amount (result) after the deposit withdrawal to the external server 2. The information storage unit 63 of the external server 2 updates information indicating the user's deposit amount stored in the auxiliary storage device 22 based on the information transmitted from the KIOSK terminal 1. Thereby, the information storage unit 63 stores and updates information referred to by the KIOSK terminal 1.

  In the second embodiment, the KIOSK terminal 1 operates in this manner, so that the electronic procedure takes over the progress of the completed procedure according to the input information input to the user terminal 3 and changes to the incomplete procedure. This process is executed. Thereby, the KIOSK terminal 1 reduces the effort concerning operation required in order to receive provision of a service.

  In the second embodiment, information that can be specified offline is input to the user terminal 3. Therefore, the input information input to the user terminal 3 in the second embodiment is information that can be relatively reused. Therefore, in the second embodiment, by reusing the input information, it is possible to further reduce the labor required for the operation necessary for receiving the service provision.

DESCRIPTION OF SYMBOLS 1 ... KIOSK terminal, 2 ... External server, 3 ... User terminal, 5 ... Network 50, 55 ... Information acquisition part, 51, 56 ... Procedure control part

Claims (5)

Among a plurality of procedures included in the electronic procedure for receiving service provision, an information acquisition unit that acquires information for specifying the processing content related to the procedure completed by the information input to the user terminal;
A process control unit that identifies the processing content related to the completed procedure according to the acquired information, and executes a process related to an uncompleted procedure among a plurality of procedures included in the electronic procedure;
Comprising
An information processing apparatus according to provision of the service. The information acquisition unit identifies a series of processes relating to the service executed between the server relating to the provision of the service and the user terminal as information for specifying the processing content relating to the completed procedure. To get information for
The procedure control unit takes over the series of processes to be executed with the server from the user terminal based on the acquired information for identifying the series of processes, thereby processing contents related to the completed procedure. And performing processing related to the uncompleted procedure among a plurality of procedures included in the electronic procedure.
The information processing apparatus according to claim 1. The information acquisition unit acquires information input to the user terminal in the completed procedure as information for specifying the processing content related to the completed procedure,
The procedure control unit identifies the processing content related to the completed procedure according to the information input to the user terminal in the acquired completed procedure, and completes the completion of the series of processing related to the service. Determining a process corresponding to the procedure, and executing a process related to the uncompleted procedure among a plurality of procedures included in the electronic procedure.
The information processing apparatus according to claim 1. Computer
A step of acquiring information for specifying a processing content related to a procedure completed by information input to a user terminal among a plurality of procedures included in an electronic procedure for receiving provision of service;
Identifying the processing content related to the completed procedure by the acquired information, and executing the processing related to an uncompleted procedure among a plurality of procedures included in the electronic procedure;
Information processing method to execute. On the computer,
A step of acquiring information for specifying a processing content related to a procedure completed by information input to a user terminal among a plurality of procedures included in an electronic procedure for receiving provision of service;
Identifying the processing content related to the completed procedure by the acquired information, and executing the processing related to an uncompleted procedure among a plurality of procedures included in the electronic procedure;
A program for running

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