JP2013171475A - Store visit reception system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide means for improving task efficiency in counter transaction, and for shortening the stand-by time of a customer.SOLUTION: In a store visit reception system including a reception terminal, a reading terminal, a counter terminal and a management server connected to the reading terminal and the counter terminal, the reception terminal includes means for issuing a number card on which a reception number has been printed to a customer, and the reading terminal includes: means for reading a business form image of a filled business form and a number card image of the number card; means for, when there is any filling omission part in the business form image, displaying the filling omission part; means for, when there is no filling omission part in the business form image, performing the character recognition of filling items of the business form image and the reception number of the number card image; and means for transmitting the character recognition result of the filling items and the reception number to the management server, and the management server includes: means for storing the character recognition result received from the reading terminal; and means for, when the counter terminal is put in a standby state, transmitting the character recognition result stored in the counter terminal, and the counter terminal includes means for displaying the character recognition result received from the management server.

Description

  The present invention relates to a store visit reception system that receives a customer who has come to a store in order to conduct a transaction at a reception counter provided in a sales office of a financial institution.

  When the customer selects the purpose of visiting the store, which is displayed on the reception screen of the reception terminal, the reception terminal assigns the corresponding reception desk reception number based on the selected purpose of the store visit. The number tag printed for the purpose of visiting the store, etc., and the form such as the withdrawal slip used for the transaction are printed and discharged. On the other hand, the customer who receives the number tag and the printed form fills in the blank of the form on the entry table with the assistance of the lobby staff while waiting for the transaction at the reception desk, and accepts the customer. When the number is called, a number tag, a completed form, etc. are submitted to the reception counter and a counter transaction is performed with the counter staff (for example, see Patent Document 1).

JP 2003-337891 A (paragraphs 0022, 0023, 0029, 0032-0034, FIG. 1)

However, in the conventional technology described above, since the customer is called without confirming whether or not the customer has finished filling out the form, if the customer has not finished filling in, the customer must fill in the counter. In addition, if there are omissions even if they have already been completed, the omission of entry will be completed at the reception desk, and it will take time for the counter transaction, which will reduce the operational efficiency of the counter transaction. There's a problem. In addition, there is a problem that the waiting time of other customers waiting for the window transaction becomes long.
The present invention has been made to solve the above-described problems, and an object of the present invention is to provide means for improving business efficiency in window trading and reducing customer waiting time.

  In order to solve the above problems, the present invention is a store visit reception system comprising a reception terminal, a reading terminal, a window terminal, and a management server connected to the reading terminal and the window terminal, wherein the reception terminal Comprises means for issuing a number tag on which a receipt number is printed to a customer, and the reading terminal reads the form image of the completed form and the number tag image of the number tag, and the omission location in the form image Means for displaying the entry omission location when there is, and means for recognizing the entry of the form image and the receipt number of the number tag image when there is no omission location in the form image, and the entry Means for transmitting the item and the character recognition result of the receipt number to the management server, the management server storing the character recognition result received from the reading terminal, and the window terminal waiting And a means for transmitting the stored character recognition result to the window terminal when it enters a state, wherein the window terminal includes a means for displaying the character recognition result received from the management server. And

  As a result, the present invention can prevent a form that has not been completed by the customer or a form with omissions from being submitted to the reception desk, and can improve the business efficiency in the counter transaction. At the same time, it is possible to shorten the waiting time of the customer waiting for the window transaction.

Block diagram showing the system configuration of the embodiment Block diagram showing the receiving terminal of the embodiment Block diagram showing the reading terminal of the embodiment The flowchart which shows the flow of the store visit processing of an Example

  Embodiments of a store visit reception system according to the present invention will be described below with reference to the drawings.

  As shown in FIG. 1, the store reception system according to the present embodiment includes a reception terminal 1 installed in a lobby of a sales office such as a head office or a branch of a financial institution such as a bank, and a form provided in a lobby of a sales office. A reading terminal 2 installed on the entry table, etc., a contact terminal 3 installed at each of a plurality of reception counters in the sales office, a management server 4 installed behind the reception counter, and a calling device for calling customers to the reception counter The reading terminal 2, the window terminal 3, the management server 4, and the calling device 5 are connected by a network 6 such as a LAN (Local Area Network) indicated by a broken line in FIG.

In FIG. 2, reference numeral 11 denotes a control unit of the reception terminal 1, which has a function of controlling each unit of the reception terminal 1 and executing store visitor reception processing described later.
A storage unit 12 of the reception terminal 1 stores a program executed by the control unit 11, various data used for the program, a processing result by the control unit 11, and the like.

  Reference numeral 13 denotes a customer operation unit, which is provided in front of the reception terminal 1 and is composed of a combination of a display screen such as an LCD and an input means such as a touch panel, and a deposit transaction using a form such as a slip on the display screen. , A function to display a visit purpose selection screen that displays a selection button for visit purpose such as withdrawal and transfer transactions, opening a new account, payment of taxes and public charges, etc., and accepting selection input by customers by input means It has functions.

A ticket issuing unit 14 includes a printer and the like, and has a function of issuing a number tag printed with a receipt number printed according to the purpose of visit selected by the customer to the customer.
In addition to the number indicating the reception number, a barcode representing this number may be printed on the number tag.

In FIG. 3, reference numeral 21 denotes a control unit of the reading terminal 2, which has a function of controlling each unit of the reading terminal 2 and executing a description item confirmation process and the like described later.
A storage unit 22 of the reading terminal 2 stores a program executed by the control unit 21, various data used for the program, a processing result by the control unit 21, and the like.
Reference numeral 23 denotes an operation display unit, which is composed of a combination of a display screen such as an LCD and an input means such as a touch panel, and a function for displaying a re-entry request screen etc. that prompts the user to fill in omission points on the display screen, and It has a function of accepting an instruction input by a customer by an input means.

An image reading unit 24 includes image reading means such as a flat head scanner, which reads a form image of a completed form set on a mounting table, a number tag image of a number tag, and the like. It has a function of generating image data that is data.
A character recognition unit 25 is a functional unit formed by software executed by the control unit 21. Character units of the image data of the form image or number tag image read by the image reading unit 24 are recognized and the character is recognized. It has a function of converting to character data consisting of columns.

  The window terminal 3 is a terminal device used for performing window transaction according to a form submitted by the customer by the window person in charge, a display screen for displaying an input screen or a confirmation screen used for transaction processing, It has an input means such as a keyboard for entering the transaction amount, transaction start instruction, transaction end instruction, etc., a passbook issuing unit for issuing a new passbook, a cash handling unit for processing cash deposits and withdrawals of small amounts of cash, etc. .

The management server 4 is an information processing device that manages the operating status of the window terminal 3 and the queue of customers waiting in order, such as a hard disk that stores received customer information (described later) transmitted from the reading terminal 2. A storage device 4a and the like are provided.
The calling device 5 is installed in a lobby of a sales office or the like, and in response to an instruction from the window terminal 3 via the network 6, an electronic display unit that displays a reception number for calling a customer to the reception window, and a guidance by voice A customer calling unit having a speaker for performing the operation.

The storage unit 12 of the reception terminal 1 receives a customer's selection of the purpose of visiting the store, and receives a reception window group (a handling window group, for example, a high counter or a low counter) that handles transactions for the purpose of visiting the store in the order of reception. A store visitor reception processing program having a function of numbering a number and printing a number tag on which the number is printed is stored in advance, and a step of the store visitor reception processing program executed by the control unit 11 of the reception terminal 1 Thus, each functional means of the receiving terminal 1 of this embodiment is formed.
In addition, in the storage unit 12, a handling window table that records the handling window group is set in advance and stored in correspondence with the purpose of visiting the store, and a receiving number that stores the last receiving number issued for each handling window group. A storage area is reserved in advance.

  The storage unit 22 of the reading terminal 2 collectively reads the form image of the completed form set in the image reading unit 24 and the number tag image of the number tag, and the form and the number tag are read according to the size of the image. The form ID indicating the type of the form printed on a predetermined part of the form (for example, the upper right corner) is read, the position of the entry field of the form is specified, and the omission place is identified from the image data of the form image. When the detected omission location is detected and there is no omission, the character recognition unit 25 recognizes the character portion of the image data of the form image and the number tag image and converts it into character data. And a written item confirmation processing program having a function of transmitting to the management server 4 the received customer information consisting of the recognized form ID and the written item confirmation processing program executed by the control unit 21 of the reading terminal 2. Each functional unit of the reading terminal 2 of this embodiment is formed by Gram steps.

  The storage unit 22 stores ID description position information including a coordinate area of the description position of the form ID in advance, and stores the item name and its coordinate area in each entry column of the form in correspondence with the form ID. A form information table in which entry position information is recorded is preset and stored.

  The window terminal 3 transmits a call command to the call device 5 based on the received customer information received from the management server 4 to a normal transaction processing program having a function of executing various transaction processes at the reception window. A business execution program to which an application program having a function of executing customer call processing for displaying and notifying the customer's reception number and the contact number of the reception desk is added in advance, and is executed by the contact terminal 3 Each function means of the window terminal 3 of this embodiment is formed by the steps of the business execution program to be executed.

  The management server 4 has a function of storing received customer information received from the reading terminal 2 in the storage device 4a according to the form ID for each handling window group and temporarily storing it, a function for managing a queue of each handling window group, and A management processing program is installed in advance, which has a function of transmitting the received customer information of the next customer to the window terminal 3 when the window terminal 3 is in a waiting state by monitoring the progress of the window terminal 3 The functional units of the management server 4 of this embodiment are formed by the steps of the management processing program executed by the management server 4.

  Further, in the storage device 4 a of the management server 4, in correspondence with the form ID, a guidance window table that records a handling window group that guides the customer, and a window terminal 3 that belongs to the window group for each handling window group are recorded. The queue group table is set and stored in advance, and the queue storage area for storing the queue in which the receipt numbers of the queued customers are recorded in order, and the queued customers in each queue group. The received customer information storage area for storing the received customer information is secured in advance.

Hereinafter, the flow of the store reception process according to the present embodiment will be described in accordance with the steps indicated by S using the flowchart shown in FIG.
When power is turned on to each device in the store at the start of business, the reception terminal 1 displays a store visit purpose selection screen in which a plurality of store visit purpose selection buttons are displayed on the display screen of the customer operation unit 13 by the store visitor reception processing program. Is displayed and waits.

The reading terminal 2 uses the written item confirmation processing program to display on the display screen of the display / operation unit 23 a message for prompting the image reading of the completed form and number tag, an operation procedure of image reading, and “reading” for instructing the reading start. The operation guidance screen displaying the “” button or the like is displayed and the apparatus waits.
The window terminal 3 waits for reception of received customer information from the management server 4 by the business execution program.
The management server 4 waits for reception of received customer information from the reading terminal 2.
In addition, when the power is shut off at the end time, etc., the reception terminal 1, the reading terminal 2, the window terminal 3, and the management server 4 end the execution of the processing by the respective programs.

S1: The reception terminal 1 that has been waiting while displaying the store visit selection screen recognizes the store visit purpose of the selection button when the customer presses the store visit purpose selection button, accepts the customer's selection, and recognizes the store visit Based on the purpose, the handling window table in the storage unit 12 is searched to identify the handling window group, and “1” is added to the receiving number in the receiving number storage area of the identified handling window group to obtain the receiving number for the customer. The receipt number stored in the receipt number storage area is updated to the assigned receipt number, and a number tag printed with the receipt number assigned by the ticket issuing unit 14 is issued, and the customer receives the issued number tag.
The reception terminal 1 confirming that the customer has received the number tag waits for the next customer to press the selection button while displaying the store visit purpose selection screen.

S2: The customer who received the issued number tag moves to the adjacent entry table, selects a form corresponding to the purpose of visiting the store from various forms such as a withdrawal slip provided therein, and becomes a blank of the form. Fill out the required information in the entry field.
S3: Then, according to the operation guidance screen displayed on the display operation unit 23 of the reading terminal 2, the customer sets the completed form and number tag on the mounting table of the image reading unit 24 and presses the “read” button. The control unit 22 of the reading terminal 2 recognizes the start of reading of the placed form and the like, and the image reading unit of the image reading unit 24 uses the form image of the completed form set on the placing table and the number of the number tag. The tag image is read at once and the image data is generated.

S4: The control unit 22 that generated the image data of the form image and the number tag image compares the sizes of the two images, recognizes the larger one as the form image and the smaller one as the number tag image, and stores the storage unit The character portion printed at the position where the form ID of the form image recognized as a form is recognized by the character recognition unit 25 based on the ID description position information read from the form 22 to obtain the form ID, and the form information in the storage unit 22 is obtained. The entry position information of the form ID is read from the table.
Then, the control unit 22 blanks the entry area depending on whether the entry area of each entry column specified by the entry position information is the background color of the form, or whether the background color and other colors are mixed. When it is determined whether or not all entry fields of the entry position information have been determined, the process proceeds to step S5.

S5: After confirming the entry status in the entry field of the form, if there are one or more entry fields that are determined to be blank, the control unit 22 determines that an entry omission point has been detected and proceeds to step S6. If it is determined that all the entry fields have been completed, it is determined that the read form has been entered, and the process proceeds to step S7.
S6: The control unit 22 that has detected that there is a missing entry in the entry field of the form, on the display screen of the operation display unit 23, a statement that prompts entry into the missing entry area, and an entry field that has determined that there is a missing entry The customer displays the re-entry request screen that displays the omission location (including multiple cases) displayed by the item name and the “Confirm” button to indicate that the displayed screen has been confirmed. When the user confirms the displayed screen and presses the “Confirm” button, the control unit 22 switches the display screen of the operation display unit 23 to the operation guidance screen and stands by.

On the other hand, as in step S2, the customer moves to the entry table and enters a predetermined entry in the omission area of the form, and the form after filling is read again in the same manner as in step S3. The image reading unit 24 is set.
When the control unit 22 of the reading terminal 2 determines in step S5 that the read form has been described, the process proceeds to step S7.

S7: The control unit 22 of the reading terminal 2 that has determined that the read form has been described displays on the display screen of the operation display unit 23 a reading end screen that displays a message indicating that the reading of the form has ended. Then, after a predetermined time elapses, the display screen is switched to the operation guidance screen and waits. The customer waits in the lobby or the like after waiting for the order of transactions at the reception desk.
S8: In parallel with step S7, the control unit 22 of the reading terminal 2 determines the character part of the image data of the entry field of the form image of the form and the number tag image of the number tag determined to have been described. 25. Characters are recognized by 25, and the items to be entered in each entry field and the receipt number of the number tag are converted into character data.

S9: The control unit 22 that has converted the form entry into character data receives the character recognition result including the form entry and the character data of the receipt number, and the form ID recognized in step S4 as received customer information. The data is transmitted to the management server 4 via the network 6.
S10: The management server 4 that has been waiting for reception of the received customer information from the reading terminal 2 receives the received customer information and, based on the form ID of the received customer information, guides the storage device 4a. Search the table to identify the handling window group, store the received customer information in the received customer information storage area of the specified handling window group in the storage device 4a, temporarily store it, and identify the handling window in the queue storage area The reception number of the received customer information is arranged at the end of the queue of the group, and the queue of the handling window group is updated.

  S11: The management server 4 that has updated the queue periodically monitors the progress of the window transaction processing of each window terminal 3 through the network 6, and shifts the window terminal 3 to the power saving mode or handles the window. When the transaction end operation or the like by the person is detected and it is recognized that the window terminal 3 is in a waiting state, it is determined that there is an empty window and the process proceeds to step S12. When there is no window terminal 3 in the waiting state, the above monitoring is continued.

  S12: The management server 4 recognizing that the window terminal 3 is in the waiting state identifies the handling window group to which the window terminal 3 belongs by the window group table of the storage device 4a, and identifies the handling window identified from the queue storage area. The receipt number at the head of the queue of the group is read, and on the basis of the read receipt number, the reception customer information storage area of the specified handling window group is searched to extract the corresponding reception customer information, and the extracted reception customer Information is transmitted to the window terminal 3 via the network 6, and the received customer information extracted after the transmission is deleted.

  S13: The window terminal 3 waiting for the reception of the received customer information from the management server 4 fills in the received form of the received customer information on the display screen when the received customer information is received. When the reception person who confirms the item and the reception number of the number tag performs a customer call operation using the input means, the reception terminal 3 receives the reception number of the received reception customer information and the own device is installed. A call instruction with the display data of the contact number of the reception desk and the voice data of the guidance voice including the reception number and the contact number is transmitted to the calling device 5 via the network 6, and the calling device 5 is an electric display unit. The display data of the received call command is displayed at the same time, and the calling voice of the call command is notified by the customer calling unit, and the customer waiting for the turn is called to the reception counter.

  S14: The customer who is called to the reception desk submits the number tag and the completed form to the counter person in charge, and the passbook and identification card necessary for the transaction. The customer is confirmed by the number, and the transaction processing of the corresponding window transaction is performed based on the items described in the displayed form. Since the processing operation of the window transaction process in this case is the same as in the normal case, the description thereof is omitted.

  As described above, in this embodiment, the reading terminal is installed on the entry table, the form entered by the customer and the number tag issued at the receiving terminal are read by the image reading unit of the reading terminal, and the entry is omitted by the image data. If there are omissions, display the omissions and prompt the customer to fill in again. If there are no omissions, fill out the form image and the receipt number of the number tag image. The character recognition result is stored in the management server, and the character recognition result received from the management server is displayed on the window terminal when the window terminal is in a waiting state. It is possible to prevent unfinished forms and forms with omissions from being submitted to the reception desk, improve operational efficiency in window transactions, and wait for customers waiting for window transactions. It can be shortened between.

In addition, since the entry items of the called customer's form are recognized on the reading terminal and displayed on the window terminal, the entry operation by the window staff can be simplified, and the time required for entry by the window staff can be shortened. As a result, it is possible to improve the business efficiency in the window transaction.
Furthermore, since the reading terminal reads the images of the form and the number tag at the same time, the burden on the customer can be reduced as compared with the case where they are read separately.

  In the above-described embodiment, the management server is described as being installed at a sales office. However, the installation location of the management server is not limited to the above, and the whole country is bundled in one place, or every prefecture, every city, or these. A plurality of sales offices may be managed in a lump by installing them in a wide area where a plurality of stores are installed.

DESCRIPTION OF SYMBOLS 1 Reception terminal 2 Reading terminal 3 Window terminal 4 Management server 4a Storage device 5 Calling device 6 Network 11, 21 Control part 12, 22 Storage part 13 Customer operation part 14 Ticketing part 23 Operation display part 24 Image reading part 25 Character recognition part

Claims (3)

A store visit reception system comprising a reception terminal, a reading terminal, a window terminal, and a management server connected to the reading terminal and the window terminal,
The reception terminal is
A means for issuing a number tag printed with a receipt number to a customer is provided.
The reading terminal is
Means for reading the form image of the completed form and the number tag image of the number tag;
Means for displaying the omission location when there is an omission location in the form image;
Means for recognizing the entry of the form image and the receipt number of the number tag image when there are no omissions in the form image;
Means for transmitting the entry and the character recognition result of the receipt number to the management server,
The management server
Means for storing the character recognition result received from the reading terminal;
Means for transmitting the stored character recognition result to the window terminal when the window terminal is in a waiting state;
The window terminal is
A store visit reception system comprising means for displaying the character recognition result received from the management server. In the store visit reception system according to claim 1,
Connect a calling device to the window terminal,
The store reception system, wherein the window terminal includes means for displaying the reception number of the character recognition result on the calling device when the character recognition result is received from the management server. In the store visit reception system according to claim 1 or claim 2,
The reading terminal is
Instead of means for reading the form image of the completed form and the number tag image of the number tag,
Means for collectively reading the form image of the completed form and the number tag image of the number tag;
And a means for recognizing the form image based on the size of the two images read together.

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