JP2014178911A - Automatic machine system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system capable of notifying a staff of an important customer and relevant information when the customer visits to use an automatic machine and also determining an action to be taken by the staff depending on a use state of the automatic machine.SOLUTION: An automatic machine system comprises: an automatic machine to perform transaction processing: and a staff terminal connected via a communication line with the automatic machine. The staff terminal receives identifying information of a user who operated through the automatic machine. If the identifying information matches with a predetermined condition, the automatic machine system displays that a specific type of customer visits, on the staff terminal, and also displays a predetermined guidance on the automatic machine or sends an instruction for printing of a detail slip.

Description

  The present invention relates to an automatic machine system that, when an important customer visits a store such as a financial institution, notifies a bank clerk and notifies the important customer of a predetermined message.

  By dealing with so-called important good customers (VIPs) who make high-value deposits or purchase expensive financial products frequently in financial institutions such as banks, they do not deal with ordinary customers. Efficient sales activities can be expected through further purchasing of financial products.

  Conventionally, this kind of invention has been disclosed in Japanese Patent Laid-Open No. 2006-18614 (Patent Document 1). Patent Document 1 describes that a visitor is read by a visitor information reading device and notified when the visitor is a specific visitor, so that a service different from that of a general visitor can be provided.

JP 2006-18614

  In the invention described in Patent Document 1, since a specific customer is recognized and notified to an attendant at an entrance gate for a customer who visits an attendant window of a financial institution, only an automatic machine (ATM) is used without using the attendant window. It is not possible to respond to important customers who have come to use the store. In addition, only the notification of the visit of a specific customer is notified, and it is necessary for each clerk to individually determine how the clerk responds to each important customer.

  In order to solve the above-mentioned problems, when an important customer visits a store and uses an automatic machine, the customer is notified of the information together with related information, and the content of the clerk is determined in accordance with the use state of the automatic machine. It is to provide a system that can.

  The automatic machine system of the present invention comprises an automatic machine that performs transaction processing and a clerk terminal connected to the automatic machine by a communication line, and the clerk terminal receives identification information of a customer operated from the automatic machine. When a predetermined condition is met, a message indicating that a specific type of customer has visited the clerk terminal is displayed and a predetermined guidance is displayed on the automatic machine or printed on a statement slip. Send instructions. Here, the clerk terminal is a customer correspondence information database for storing the usage status of the automatic machine and the clerk's response status for each customer, the screen display contents on the clerk terminal for each customer, and the screen on the automatic machine And a specific customer information database for storing display contents and statement slip printing contents.

  According to the present invention, it is possible to provide a system that can determine the current response content based on the time, time, and existing response content.

It is a block diagram of the automatic machine system of this invention. It is an internal block diagram of the automatic machine of this invention, a management terminal, and a customer management terminal. It is a figure which shows an example of the VIP information file of this invention. It is a judgment flowchart of VIP information of the present invention. It is a judgment flow chart of VIP information of the present invention. It is a judgment flow chart of VIP information of the present invention. It is a figure which shows an example of the customer correspondence information of this invention. It is an example of the display screen of the management terminal of this invention. It is an example of the display screen of the automatic machine of this invention, and description of a statement slip.

Hereinafter, an embodiment of the present invention will be described with reference to FIGS.
FIG. 1 is a connection diagram in which a customer management terminal, a management terminal, and an automatic machine according to the present embodiment are connected via a communication network. FIG. 2 is an internal configuration diagram of the customer management terminal, the management terminal, and the automatic machine. . The configuration of the automatic machine system according to the present invention will be described with reference to these drawings.

The automatic machine 10 is an automatic transaction apparatus that is installed in a financial institution such as a bank and performs transactions such as depositing and withdrawing cash by a customer's operation. The communication control unit 222 manages the management terminal 12 through the router 13 and the network 14. Are connected to the communication control unit 212.
The automatic machine 10 includes an operation unit 223, a card / detail slip mechanism unit 224, a passbook mechanism unit 225, a bill deposit / withdrawal mechanism unit 226, a coin deposit / withdrawal mechanism unit 227, a voice guidance guidance unit 228, and a control unit 221 that controls these units. Etc. The control unit 221 includes a hardware configuration such as a CPU and a memory and a software configuration such as a program and data, and controls various processes and transactions.

  The operation unit 223 has a screen display and key input detection function. When a user of the automatic machine 10 mainly performs a transaction, the operation unit 223 displays a guidance screen for a transaction operation or is pressed by a user operation or a finger such as a password. This is the part that accepts key input. Note that the operation unit 223 is preferably an input / display unit (also referred to as an input display unit) configured by a touch panel or the like. Various information is displayed on the display screen, and of course, various items included in the display screen can be pressed. Detect.

  The card mechanism unit 224 has a user card insertion or ejection operation, a card magnetic stripe or IC chip read or write operation, a card embossed portion image reading function, and the like. In addition, the transaction contents are printed on a statement slip by the printing section and discharged from the apparatus.

  The passbook mechanism unit 225 has a user's passbook insertion / discharge operation, magnetic stripe read / write operation, a printing function by the passbook printing unit, and the like.

  The banknote deposit / withdrawal mechanism unit 226 and the coin deposit / withdrawal mechanism unit 227 have a cash deposit / withdrawal function, a cash discrimination / conveyance function, and a storage function. And as above-mentioned, the process of these each site | part is controlled by the control part 221. FIG.

  The management terminal 12 is a terminal that is installed at a branch of a financial institution and is operated by an attendant such as a bank clerk. The management terminal 12 includes a display unit 213 for displaying various information and an input operation unit 214 such as a keyboard. Information on customers and customers who visit to use the automatic machine 10 are managed by customer correspondence information 217. The management terminal 12 is connected via the communication control unit 222 and the communication control unit 212 of the automatic machine 10 and functions to process a store visit notification from the automatic machine 10, screen display for the automatic machine 10, details printed on the slip, etc. And a storage unit 215 and a control unit 211 for controlling the storage unit 215. The control unit 211 includes a hardware configuration such as a CPU and a memory, and a software configuration such as a program and data, and controls various processes. The storage unit 215 stores the automatic machine unique information DB 216 of the automatic machine 10 and the store visit information received from the automatic machine 10 in the customer correspondence information DB 217.

  FIG. 5 shows an example of the contents stored in the customer correspondence information DB 217. The customer correspondence information DB 217 records customer identification information 501 for identifying a customer by a bank number, a branch number, an account number, and the like, and clerk correspondence information for recording a clerk's correspondence status (no clerk correspondence / no clerk correspondence) for each customer 502, re-visit information 503 indicating whether the customer visits the store for the first time or re-visit, and period information 504 indicating the time that the customer is using the automatic machine 10 (within a certain period from the start of use / constant from the start of use) After the period has passed / near completion).

  The customer management terminal 11 is a device for managing automatic machine unique information of the automatic machine 10 and providing a superior customer (VIP) information file to the management terminal 12. The storage unit 205, the control unit 201, the communication control unit 202, and the display The unit 203 and the input operation unit 204 are similar in configuration to the management terminal 12. The storage unit 205 includes an automatic machine information DB 206 and a VIP information DB 207 that store the automatic machine unique information. The communication control unit 202 is connected to the communication control unit 212 of the management terminal 12 via the network 14. The control unit 201 includes a hardware configuration such as a CPU and a memory, and a software configuration such as a program and data, and controls various processes. A display unit 203 has a screen display, and an input operation unit 204 has a mouse and key input detection function, and is a part that receives an operation for displaying registration information / VIP information.

  FIG. 3 is an example of the VIP information DB 207 managed by the customer management terminal 11. The store visit information 301 is the date and time when the customer last visited the store and the response status of the staff at that time. The validity period 302 and the validity time 303 are determined based on the date and time whether the customer displays on the store notification screen when visiting the store, or whether information is displayed on the operation screen of the automatic machine or printed on the statement slip. Is for. The customer identification information 304 is for identifying a VIP customer from a bank number, a branch number, an account number, or the like.

  The automatic machine display / printing information 305 stores the content of guidance guidance to be displayed and printed on the screen of the automatic machine and the statement slip, and whether the customer's visit date / time is within the valid period 302 and valid time 303 range, The display and print contents are defined by determining whether the customer identification information 304 is met. If the customer is a VIP, the display / printing contents can be changed in consideration of the customer's ATM usage time, the clerk response status, and the like (see FIGS. 4B and 4C). The VIP rank 306 defines the VIP level (importance). The screen display information 307 stores contents to be displayed on the store visit notification screen of the management terminal 12.

  FIG. 4 is a flowchart executed when the management terminal 12 receives a store visit notification from an automatic machine. The processing contents of the management terminal 12 when there is a store visit notification from the automatic machine 10 will be described below based on this flowchart.

  When a customer visiting the bank operates the automatic machine 10, the automatic machine 10 transmits a store visit notification to the management terminal 12, and the management terminal 12 starts processing. The automatic machine 10 that transmitted the store visit notification also transmits information specifying the customer such as the bank number, branch number, and account number of the customer who operated the automatic machine 10 at the same time or after the store visit notification. These pieces of information can be acquired when a customer authenticates with a card or the like when operating the automatic machine 10.

  The management terminal 12 searches the VIP information DB 207 in the customer management terminal 11 using the received customer identification information as a key (S401). Information specifying a customer such as a bank number, branch number, and account number notified from the automatic machine that has received the store visit notification, and customer specifying information 304 in the VIP information DB 207 managed by the customer management terminal 11 If there is matching customer identification information (example 1 in FIG. 3) as a result of comparison, it is determined that the customer is a good customer (VIP) at the store, and a predetermined predetermined word is displayed / printed. Alternatively, the contents of display / printing are determined in consideration of the customer's ATM usage time, the attendant handling situation, and the like (S404). In this processing flow, the latter case will be described in which display / printing contents are determined in consideration of the customer's ATM usage time, clerk response status, and the like.

  The management terminal 12 refers to the customer correspondence information DB 215 shown in FIG. 5, refers to the clerk correspondence information 502 and period information 504 of the customer (VIP), and corresponds to any of the five types of cases shown in FIG. 4B. It is determined whether or not to do (S405). Depending on each case, any one of the processes “1” to “5” shown in FIG. 4C (display / print on the automatic machine 10 and store display on the management terminal 12) )I do.

  For example, if the clerk is not yet available but within a certain period from the start (case 421 in FIG. 4B), the customer determines that the customer has visited the store immediately after confirming the display / print contents of the automatic machine. The information is displayed in the “correspondence staff column” in the notification screen example of the management terminal 12 shown in FIG.

  If the clerk is not responding and a certain period of time has passed since the start (case 422 in FIG. 4B), it is necessary for the customer to determine that explanation from the clerk is under consideration and catch the customer by the clerk. Is displayed in the “Correspondence Correspondence Field” in the notification screen example of the management terminal 12 shown in FIG.

  If it is already in attendance and within a certain period from the start (case 423 in FIG. 4B), the explanation has been given to the customer, and it is determined that the customer is under consideration. It is displayed in the “Correspondence column” in the notification screen example of the management terminal 12 shown in FIG.

  If the clerk has been dealt with and is nearing the end (case 424 in FIG. 4B), it is near the end of the period and it is determined that it is necessary to catch the customer again and re-approach while considering the customer. The fact that it is necessary to catch the customer is displayed in the “Correspondent Correspondence Column” in the notification screen example of the management terminal 12 shown in FIG.

  When the visit time of the customer (VIP) is outside the valid time 303 in FIG. 3 (case 420 in FIG. 4B), a screen or a statement sheet that prompts the customer to come to the window during business hours is displayed. -It prints and the management terminal 12 does not perform a special screen display.

  In step S401, when the conditions of the validity period 302 and the validity time 303 in FIG. 3 are met and only the bank number is matched but the branch number and the account number are not matched in the customer identification information 304 (example 2), The customer determines that the normal customer of the bank, not the VIP, has visited the store at a predetermined time (S402), and performs the banking process other than the VIP (S410). In the case of FIG. 3 (example 2), the automatic machine 10 displays and prints the words “AA product expiration date. A catalog is available at the ATM corner.”

  If the bank numbers do not match in step S402, the customer determines that the customer of another bank has visited the store at a predetermined time (S403), and performs the other bank process (S411). In the case of FIG. 3 (example 3), the automatic machine 10 displays and prints the text “We are looking for YY product transfer contracts.

  If none of the above steps S401, S402, and S403 correspond, a “not applicable” response is transmitted to the automatic machine, and a new store visit notification is awaited.

  With the above-described configuration, the store visit notification screen display content, the screen display content of the automatic machine, and the detailed slip print information of the automatic machine when the store visit notification is received from the automatic machine are determined.

  FIG. 6 is an example of a store visit notification screen 601 displayed on the management terminal 12, and displays information on a customer who hits VIP information when the customer visits the store on the management terminal. Automatic machine information operated by the customer, customer name, date / time, purpose, memo field to record the contents handled by the staff, past correspondence contents date / time display field, lamp off / buzzer stop button, re- A check box that does not require a store visit notification and a guidance that prompts the staff to respond are displayed. For example, it is possible to display a phrase such as “Need to catch again at the end of the examination period”.

  FIG. 7 shows a transaction screen display example 701 and a statement slip printing example 702 of the automatic machine 10. The contents of the message transmitted from the management terminal 12 are displayed at the designated display location on the transaction screen of the automatic machine 10 or printed at the designated print location on the statement slip.

  In addition, according to the present Example demonstrated above, although the case where VIP information DB207 was hold | maintained in the customer management terminal 11 was described, it does not necessarily need to exist in the customer management terminal 11, but in the management terminal 12 It is also possible to hold it.

DESCRIPTION OF SYMBOLS 10 ... Automatic machine, 11 ... Customer management terminal, 12 ... Management terminal, 13 ... Router, 14 ... Network, 15 ... Patrol, 201 ... Control part, 202 ... Communication control part, 203 ... Display part, 204 ... Input operation part, 211: Control unit, 212: Communication control unit, 213 ... Display unit, 214 ... Input operation, 221 ... Control unit, 222 ... Communication control unit, 223 ... Operation unit (input / display unit), 224 ... Card mechanism unit Form mechanism unit, 225 ... Passbook mechanism unit, 226 ... Banknote deposit / withdrawal mechanism unit, 227 ... Coin deposit / withdrawal mechanism unit, 228 ... Voice guidance guidance unit

Claims (5)

An automatic machine system comprising an automatic machine for performing transaction processing, and a clerk terminal connected to the automatic machine by a communication line,
The clerk terminal receives the identification information of the customer operated from the automatic machine, displays a message indicating that a specific type of customer has visited the clerk terminal when a predetermined condition is met, and displays the automatic machine on the automatic machine. An automatic machine system, characterized in that a predetermined guidance is displayed on the screen or an instruction to print on a statement slip is transmitted. The automatic machine system according to claim 1,
The clerk terminal includes a customer correspondence information database that stores the usage status of the automatic machine and the clerk's response status for each customer, and the screen display content on the clerk terminal and the screen display content on the automatic machine for each customer. And a specific customer information database for storing the details printed on the statement slips. The automatic machine system according to claim 2,
The automatic machine system, wherein the customer correspondence information database and the specific customer information database are held in different staff terminals. An automatic machine system according to claim 2 or 3,
The specific customer information database is
Identification information for identifying a specific customer from the bank number, branch number, account number, etc.
The store visit information that is the date and time the customer last visited the store and the response status of the staff at that time,
Display printing information for storing the contents displayed on the automatic machine and the contents printed on the statement slip;
Effective period information for storing an effective period of the display print information;
Effective time information for storing a time zone for implementing the contents of the display print information;
Screen display information for storing contents to be displayed on the staff terminal;
An automatic machine system characterized by including. An automatic machine system according to any one of claims 2 to 4,
The customer-facing information database is
Identification information for identifying a specific customer from the bank number, branch number, account number, etc.
Clerk correspondence information for memorizing the clerk's response status;
Re-visit information to remember whether the customer is visiting for the first time,
Period information for memorizing the time when the customer operates the automatic machine,
An automatic machine system characterized by including.

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