JP2015007868A - Information processing apparatus, information processing terminal, information processing system, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing apparatus, an information processing system, an information processing method, and a program capable of allowing a worker at a facility to recognize the operation state of an information processing terminal by a customer.SOLUTION: An information processing apparatus includes an operation state monitoring unit that monitors the operation states of information processing terminals that have been lent to customers who have visited a facility, an operation state determination unit that determines whether or not a value according to the operation state of each of the information processing terminals by each of the customers has exceeded a threshold, and a display control unit that changes, when the value according to the operation state of the information processing terminal is determined to have exceeded the threshold, the display settings of the information processing terminal.

Description

  The present invention relates to an information processing device, an information processing terminal, an information processing system, and a program.

  2. Description of the Related Art Conventionally, for example, in financial institutions, various procedures have been digitized for the purpose of improving customer convenience and improving business efficiency. For example, Patent Document 1 discloses a technology that lends a lending information terminal to a customer who has visited a bank sales office, and causes the customer to input matters for applying for a transaction.

  Various techniques for improving customer service have also been proposed. For example, in Patent Document 2, customer identification information for identifying a customer is acquired when an acceptance tag issuing device issues an acceptance tag, and the customer identification information is displayed on a teller operation terminal used by a staff member such as a lobby woman. Technology is disclosed. With the technology described in Patent Document 2, a staff member who operates the teller operation terminal can know the purpose of visiting the customer, the waiting time, and the like of the customer who has visited the store.

JP 2004-280544 A JP2009-122871

  By the way, assuming a situation where an information processing terminal is lent to a customer, the above-described technology cannot make the worker of the facility aware of the operation status of the customer. For example, in the above technology, the facility worker cannot grasp that the customer is troubled with the operation of the information processing terminal or that the operation time is long. For this reason, the workers of the facility cannot provide sufficient support to customers.

  Therefore, the present invention has been made in view of the above problems, and the object of the present invention is to provide a new and improved system that enables a worker of a facility to recognize the operation status of an information processing terminal by a customer. An information processing apparatus, an information processing terminal, an information processing system, and a program are provided.

  In order to solve the above problems, according to an aspect of the present invention, an operation status monitoring unit that monitors an operation status of an information processing terminal lent to a customer who has visited a facility, and the information processing terminal by the customer An operation status determination unit that determines whether or not a value according to the operation status exceeds a threshold, and the information processing terminal when it is determined that a value according to the operation status of the information processing terminal exceeds the threshold There is provided an information processing apparatus including a display control unit that changes the display setting of the display.

  The information processing apparatus is configured to receive a transaction type input from the information processing terminal from the information processing terminal, and to estimate a position of the information processing terminal in the facility based on the received transaction type. You may further provide an estimation part and the transmission part which transmits the positional information which shows the estimated position of the said information processing terminal to the 2nd information processing terminal which the worker of the said facility uses.

  The operation status determination unit determines whether the operation time of the information processing terminal by the customer has exceeded a threshold, and the display control unit has determined that the operation time of the information processing terminal has exceeded the threshold In this case, the display setting of the information processing terminal may be changed.

  The operation status determination unit determines whether an input time for a transaction screen displayed on the information processing terminal exceeds a threshold value, and the display control unit determines that an input time for the transaction screen exceeds the threshold value In such a case, the display setting of the information processing terminal may be changed.

  The display setting of the information processing terminal may include a setting related to the brightness of the display screen displayed on the information processing terminal.

  The display setting of the information processing terminal may include a setting related to a hue of a display screen displayed on the information processing terminal.

  The transmission unit may further transmit customer information of the customer from which the information processing terminal has been lent to the second information processing terminal.

  Moreover, in order to solve the said subject, according to another viewpoint of this invention, the operation condition monitoring part which monitors the operation condition of the information processing terminal lent to the customer who visited the facility, and the said customer When it is determined that the value according to the operation status of the information processing terminal exceeds the threshold, the operation status determination unit that determines whether or not the value according to the operation status of the information processing terminal exceeds the threshold, There is provided an information processing apparatus comprising: a display control unit that changes a display mode of content displayed on the information processing terminal.

  In order to solve the above problems, according to another aspect of the present invention, information indicating an operation status by a user is transmitted to a display unit that displays a display screen and an information processing apparatus that manages the operation status. An information processing terminal is provided that includes a transmission unit and a display control unit that changes display settings of the display screen based on display instruction information received from the information processing apparatus.

  Moreover, in order to solve the said subject, according to another viewpoint of this invention, it has a reception apparatus and an information processing apparatus, The said reception apparatus is provided with the reception part which receives the customer who visited the facility, The information processing apparatus includes an operation status monitoring unit that monitors an operation status of the information processing terminal lent to the customer, and whether a value corresponding to the operation status of the information processing terminal by the customer exceeds a threshold value. An operation status determination unit for determining, and a display control unit for changing a display setting of the information processing terminal when it is determined that a value corresponding to the operation status of the information processing terminal exceeds the threshold. A processing system is provided.

  In order to solve the above problem, according to another aspect of the present invention, an operation status monitoring unit that monitors an operation status of an information processing terminal lent to a customer who visits a facility, When it is determined that the value according to the operation status of the information processing terminal by the customer exceeds the threshold, and the value according to the operation status of the information processing terminal exceeds the threshold In addition, a program is provided for causing a display control unit to change display settings of the information processing terminal.

  In order to solve the above-described problem, according to another aspect of the present invention, a computer displays information indicating an operation status by a user with respect to a display unit that displays a display screen and an information processing apparatus that manages the operation status. Is provided, and a program for functioning as a display control unit that changes display settings of the display screen based on display instruction information received from the information processing apparatus is provided.

  As described above, according to the present invention, the worker of the facility can be made aware of the operation status of the information processing terminal by the customer.

It is explanatory drawing which showed the structure of the information processing system by each embodiment of this invention. It is explanatory drawing which showed the hardware constitutions of the management server by the embodiment. It is explanatory drawing which showed an example of the structure of the database by the embodiment. It is explanatory drawing which showed an example of the structure of the customer information table by the embodiment. It is explanatory drawing which showed an example of the structure of the terminal management table by the embodiment. It is explanatory drawing which showed an example of the structure of the rental performance table by the embodiment. It is the functional block diagram which showed the structure of the management server by the 1st Embodiment of this invention. It is explanatory drawing which showed an example of the display control by the same embodiment. It is explanatory drawing which showed an example of the display control by the same embodiment. It is explanatory drawing which showed an example of the display control by the same embodiment. It is the functional block diagram which showed the structure of the reception terminal by the embodiment. It is the functional block diagram which showed the structure of the information processing terminal by the embodiment. FIG. 6 is a sequence diagram showing a part of the operation according to the embodiment. FIG. 6 is a sequence diagram showing a part of the operation according to the embodiment. It is the functional block diagram which showed the structure of the management server by the 2nd Embodiment of this invention. It is explanatory drawing which showed an example of the estimation method of the customer's position by the embodiment. It is explanatory drawing which showed the structural example of the operation difficult person position display screen by the embodiment. It is explanatory drawing which showed the structural example of the operation difficult person position display screen by the embodiment. It is explanatory drawing which showed the structural example of the difficult-to-operate information display screen by the same embodiment. FIG. 6 is a sequence diagram showing a part of the operation according to the embodiment.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

  In the present specification and drawings, a plurality of components having substantially the same functional configuration may be distinguished by adding different alphabets after the same reference numeral. For example, a plurality of configurations having substantially the same functional configuration are differentiated as necessary, such as a display screen 50a and a display screen 50b. However, when it is not necessary to particularly distinguish each of a plurality of constituent elements having substantially the same functional configuration, only the same reference numerals are given. For example, when there is no need to distinguish between the display screen 50a and the display screen 50b, they are simply referred to as the display screen 50.

Further, the “DETAILED DESCRIPTION OF THE INVENTION” will be described according to the following item order.
1. 1. Basic configuration of information processing system 2. Detailed description of embodiments 2-1. First embodiment 2-2. Second embodiment 3. Modified example

<1. Basic Configuration of Information Processing System>
The present invention can be implemented in various forms as described in detail in “2-1. First Embodiment” to “2-2. Second Embodiment” as an example. In the following, first, a basic configuration of an information processing system common to each of such embodiments will be described with reference to FIG.

  As shown in FIG. 1, the information processing system according to the present embodiment includes a management server 10 (information processing apparatus), a communication network 12, a database 20, a reception terminal 30 (reception apparatus), a wireless AP 32, and a concierge terminal 34 (second Information processing terminal), and information processing terminal 40. In the following description, the information processing system according to the present embodiment will be described mainly with reference to an example in which the information processing system is applied to a financial institution including the center 2 and the sales office 4 (facility). However, the present invention is not limited to such an example, and the information processing system according to the present embodiment can be widely applied to, for example, government agencies, hospitals, mobile phone stores, and the like.

[1-1. Management server 10]
The management server 10 is a device for managing customer information and the lending status of the information processing terminal 40 lent to the customer. The management server 10 has a hardware configuration as shown in FIG.

  As shown in FIG. 2, the management server 10 includes a CPU (Central Processing Unit) 150, a ROM (Read Only Memory) 152, a RAM (Random Access Memory) 154, an internal bus 156, an input / output interface 158, and an HDD (Hard Disk). Drive) 160 and network interface 162.

  CPU150 is comprised as an example of the control part 100 mentioned later, for example. The CPU 150 functions as an arithmetic processing unit and a control unit, and controls the overall operation in the management server 10 according to various programs. The CPU 150 may be a microprocessor.

  The ROM 152 stores programs used by the CPU 150, calculation parameters, and the like. The RAM 154 temporarily stores programs used in the execution of the CPU 150, parameters that change as appropriate during the execution, and the like. The CPU 150, the ROM 152, and the RAM 154 are connected to each other by an internal bus 156 that includes a CPU bus or the like.

  The input / output interface 158 connects the HDD 160 and the network interface 162 to the internal bus 156. For example, the HDD 160 exchanges data with the RAM 154 or the like via the input / output interface 158 and the internal bus 156.

  The HDD 160 is a data storage device configured as an example of a storage unit 122 described later. The HDD 160 may include a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, a deletion device that deletes data recorded on the storage medium, and the like. The HDD 160 stores programs executed by the CPU 150 and various data.

  The network interface 162 is a communication interface configured by, for example, a communication device for connecting to the communication network 12, and is configured as an example of the communication unit 120 described later. The network interface 162 may be a wireless LAN compatible communication device, an LTE (Long Term Evolution) compatible communication device, or a wire communication device that performs wired communication.

[1-2. Communication network 12]
The communication network 12 is a wired or wireless transmission path for information transmitted from a device connected to the communication network 12. For example, the communication network 12 may include a public line network such as a telephone line network, the Internet, a satellite communication network, various local area networks (LANs) including the Ethernet (registered trademark), a wide area network (WAN), and the like. . Further, the communication network 12 may include a dedicated line network such as an IP-VPN (Internet Protocol-Virtual Private Network).

[1-3. Database 20]
The database 20 is a device in which customer information, information related to the rental status of the information processing terminal 40, and the like are recorded. As shown in FIG. 3, the database 20 includes a customer information table 200, a terminal management table 202, and a lending record table 204.

(1-3-1. Customer information table 200)
The customer information table 200 is a table in which customer information of each customer is recorded. Here, a configuration example of the customer information table 200 will be described with reference to FIG. As shown in FIG. 4, in the customer information table 200, for example, an account number 2000, a name 2002, an age 2004, and a gender 2006 are recorded in association with each other. For example, in the data of the first record in FIG. 4, the account number of the account held by the customer is “0001”, the name of the customer is “Taro Oki”, the age is “40 years old”, and the gender is “male” ".

(1-3-2. Terminal management table 202)
The terminal management table 202 is a table in which the lending status of the information processing terminal 40 is recorded. Here, a configuration example of the terminal management table 202 will be described with reference to FIG. As shown in FIG. 5, in the terminal management table 202, for example, a terminal management number 2020, a lending status 2022, a customer name 2024, and a lending time 2026 are recorded in association with each other. Here, in the terminal management number 2020, an identification number assigned to the information processing terminal 40 is recorded. In the lending status 2022, whether or not the information processing terminal 40 is being lent is recorded. In the customer name 2024, the name of the customer from whom the information processing terminal 40 is lent is recorded. In the rental time 2026, the time when the information processing terminal 40 is lent is recorded.

  For example, in the data of the first record in FIG. 5, the terminal management number of the information processing terminal 40 is “1001”, and is currently “rented” to a customer named “Taro Oki”, and the lending time is “9: 30 ".

(1-3-3. Lending results table 204)
The lending record table 204 is a table in which the lending record of the information processing terminal 40 is recorded. Here, a configuration example of the lending record table 204 will be described with reference to FIG. As shown in FIG. 6, in the lending record table 204, for example, a lending date 2040, a lending time 2042, a return time 2044, and a customer name 2046 are recorded in association with each other. Here, in the lending date 2040, the date when the information processing terminal 40 was lent to the customer is recorded. In the lending time 2042, the time when the target information processing terminal 40 is lent to the customer is recorded. Further, the return time 2044 records the time when the target information processing terminal 40 is returned. In the customer name 2046, the name of the customer from whom the target information processing terminal 40 has been lent is recorded.

  For example, in the data of the first record in FIG. 6, the lending date is “June 3, 2013 (Monday)”, the lending time is “9:30”, and the return time is “9:35”. This indicates that the name of the lent customer is “Ichiro Tanaka”.

[1-4. Reception terminal 30]
The reception terminal 30 is a dedicated terminal for customer reception installed in the sales office 4. A customer who has arrived at the sales office 4 can register to obtain a calling number by, for example, an operation on a touch panel provided in the reception terminal 30.

[1-5. Wireless AP32]
The wireless AP 32 is a wireless device for connecting a wireless terminal such as the information processing terminal 40 to the communication network 12 in the sales office 4. The wireless AP 32 performs wireless communication in accordance with a standard such as IEEE 802.11a / b / g / n. In FIG. 1, only one wireless AP 32 is shown, but in principle, a plurality of wireless APs 32 are installed in the sales office 4.

[1-6. Concierge terminal 34]
The concierge terminal 34 is a portable terminal used by employees (workers) of the sales office 4. The concierge terminal 34 includes, for example, a touch panel that displays a display screen or receives a user input, a network interface for wireless communication, and the like. The concierge terminal 34 may be a tablet terminal, for example.

[1-7. Information processing terminal 40]
The information processing terminal 40 is a portable terminal that is lent to a customer. The information processing terminal 40 includes, for example, a touch panel that displays a display screen or receives a user input, a network interface for performing wireless communication, and the like. The customer can operate the information processing terminal 40 and input information such as application contents regarding a desired transaction, for example. The information processing terminal 40 may be a tablet terminal, for example.

  Note that the information processing system according to the present embodiment is not limited to the configuration described above. For example, instead of being configured as an independent device, the database 20 may be stored in the storage unit 122 of the management server 10 described later or another device. Further, the management server 10 may be installed in the sales office 4 instead of being installed in the center 2.

  In the information processing system described above, the management server 10 according to each embodiment of the present invention can make an employee of the sales office 4 recognize the operation status of the information processing terminal 40 by the customer. Hereinafter, each embodiment of the present invention will be described in detail.

<2. Detailed Description of Embodiment>
[2-1. First Embodiment]
(2-1-1. Configuration)
(2-1-1-1. Management Server 10)
Next, the configuration according to the first embodiment will be described in detail. FIG. 7 is a functional block diagram showing the configuration of the management server 10 according to the first embodiment. As illustrated in FIG. 7, the management server 10 includes a control unit 100, a communication unit 120 (reception unit, transmission unit), and a storage unit 122. In addition, the control unit 100 includes an operation status monitoring unit 102, an operation status determination unit 104, and a display control unit 106.

-Control unit 100-
The control unit 100 has a function of generally controlling the operation of the management server 10 using hardware such as the CPU 150 and the RAM 154 built in the management server 10. For example, the control unit 100 controls operations of the communication unit 120 and the storage unit 122. In addition, when the operation status determination unit 104 described later determines that the value according to the operation status of the information processing terminal 40 has exceeded the threshold, the control unit 100 causes the customer who is having difficulty to operate to the sales office 4. That the communication unit 120 transmits to the concierge terminal 34.

-Operation status monitoring unit 102-
The operation status monitoring unit 102 monitors the operation status of the information processing terminal 40 lent to the customer. For example, the operation status monitoring unit 102 monitors the progress of the operation based on the reception interval of input information received from the information processing terminal 40.

-Operation status determination unit 104-
The operation status determination unit 104 determines whether or not a value corresponding to the operation status of the information processing terminal 40 by the customer exceeds a threshold value. For example, the operation status determination unit 104 determines whether or not the operation time of the information processing terminal 40 by the customer has exceeded a threshold value. Here, the operation time of the information processing terminal 40 may be a total time from the start of the operation to the present time, or may be a time for each process such as an input time for each screen in a series of transactions. .

-Display control unit 106-
When the operation status determination unit 104 determines that the value according to the operation status of the information processing terminal 40 exceeds the threshold value, the display control unit 106 sends information on an instruction to change the display setting to the communication unit 120. 40. More specifically, the display control unit 106 can change the display setting of the information processing terminal 40 when the operation status determination unit 104 determines that the operation time of the information processing terminal 40 has exceeded the threshold value. is there.

  For example, as illustrated in FIG. 8, when it is determined that the operation time of the information processing terminal 40 has exceeded the threshold value, the display control unit 106 changes the luminance of the display screen 50 displayed on the information processing terminal 40. It is possible to make it. In the example illustrated in FIG. 8, the display control unit 106 increases the luminance that was 50% on the display screen 50a before the change to 100% on the display screen 50b after the change.

  As illustrated in FIG. 9, when it is determined that the operation time of the information processing terminal 40 has exceeded the threshold value, the display control unit 106 sets the background color of the display screen 50 displayed on the information processing terminal 40. It is possible to change. In the example illustrated in FIG. 9, the display control unit 106 changes the background color that is light blue on the display screen 50a before the change to yellow on the display screen 50b after the change.

  According to these control examples, for example, the display setting of the display screen of the information processing terminal 40 used by a customer who is troublesome and takes a long time is changed from the initial setting. Only by looking at the display screen of the processing terminal 40, it can be confirmed whether or not the customer is troubled by the operation.

  As a modification, the display control unit 106 displays the icon displayed on the information processing terminal 40 when the operation state determination unit 104 determines that the value according to the operation state of the information processing terminal 40 exceeds the threshold value. It is also possible to change the display mode of content such as buttons and buttons. For example, as illustrated in FIG. 10, when the display control unit 106 determines that the operation time of the information processing terminal 40 has exceeded the threshold, the display control unit 106 sets the background color of the button 502 displayed on the display screen 50 to, for example, When the initial value is light blue, it may be changed by changing to yellow. When it is determined that the operation time of the information processing terminal 40 has exceeded the threshold, the display control unit 106 determines the shape of the button 502 displayed on the display screen 50, for example, if the initial value is a circle. You may change it by changing it to a shape.

-Communication unit 120-
The communication unit 120 transmits and receives information to and from various devices connected to the communication network 12 via the communication network 12, for example. For example, the communication unit 120 transmits display instruction information specified by the display control unit 106 to the information processing terminal 40. In addition, the communication unit 120 receives transaction information input from the information processing terminal 40 from the information processing terminal 40.

-Storage unit 122-
The storage unit 122 stores various software such as an application for managing the database 20 and various data, for example. As described above, the storage unit 122 can also store the database 20.

  According to the first embodiment, the computer program for causing the hardware such as the CPU 150, the ROM 152, and the RAM 154 built in the management server 10 to perform the same functions as the components of the management server 10 described above is also provided. Can be provided. A storage medium storing the computer program is also provided.

  The configuration of the management server 10 according to the first embodiment has been described above, but is not limited to the configuration described above. For example, any one or more of the communication unit 120 and the storage unit 122 may not be included in the management server 10 and may be provided in another device.

(2-1-1-2. Reception terminal 30)
Next, the configuration of the reception terminal 30 according to the first embodiment will be described. FIG. 11 is a functional block diagram showing the configuration of the reception terminal 30. As illustrated in FIG. 11, the reception terminal 30 includes a control unit 300, a communication unit 310, an operation display unit 312, a passbook mechanism unit 314, a card mechanism unit 316, and a barcode reading unit 318. In addition, the control unit 300 includes a reception unit 302.

-Control unit 300-
The control unit 300 has a function of generally controlling the operation of the reception terminal 30 using hardware such as a CPU and a RAM built in the reception terminal 30. For example, the control unit 300 controls the operation of each component such as the communication unit 310.

-Reception unit 302-
The reception unit 302 performs reception processing for a customer who has visited the sales office 4 based on, for example, reading a cash card by a card mechanism unit 316 described later.

-Communication unit 310-
The communication unit 310 transmits / receives information to / from various devices connected to the communication network 12 via the communication network 12, for example. For example, the communication unit 310 transmits the account number of the cash card read by the card mechanism unit 316 described later to the management server 10.

-Operation display unit 312-
The operation display unit 312 includes a function as a display unit that displays a guidance screen for an operation by a customer and a customer operation unit that detects a customer operation. The function as the display unit is realized by, for example, a CRT (Cathode Ray Tube) display device, a liquid crystal display (LCD) device, or an OLED (Organic Light Emitting Diode) device. Moreover, the function as a customer operation part is implement | achieved by the touch panel, for example.

-Passbook mechanism part 314-
The bankbook mechanism unit 314, for example, reads out recorded contents, records transaction information, and the like with respect to a bankbook inserted by a customer with respect to a bankbook insertion port (not shown) provided in the reception terminal 30, according to an instruction from the control unit 300. Performs various operations such as bankbook discharge.

-Card mechanism part 316-
The card mechanism unit 316 reads and writes data recorded on a magnetic stripe of a card inserted into a card insertion slot (not shown) provided in the reception terminal 30 or an IC (Integrated Circuit) chip.

-Barcode reading unit 318-
The barcode reading unit 318 has a function of reading information recorded on the barcode by imaging the barcode displayed on the display of the information processing terminal 40, for example.

(2-1-1-3. Information processing terminal 40)
Next, the configuration of the information processing terminal 40 according to the first embodiment will be described. FIG. 12 is a functional block diagram showing the configuration of the information processing terminal 40. As illustrated in FIG. 12, the information processing terminal 40 includes a control unit 400, a communication unit 410, a display unit 412, and an input unit 414. In addition, the control unit 400 includes a display control unit 402.

-Control unit 400-
The control unit 400 has a function of generally controlling the operation of the information processing terminal 40 using hardware such as a CPU and a RAM built in the information processing terminal 40. For example, the control unit 400 controls the operation of each component such as the communication unit 410.

-Display control unit 402-
The display control unit 402 changes the display setting of the display screen based on the display instruction information received from the management server 10. For example, the display control unit 402 changes the luminance or hue of the display screen based on the received display instruction information.

-Communication unit 410-
The communication unit 410 transmits / receives various information to / from the management server 10 via the wireless AP 32, for example. For example, the communication unit 410 receives a display screen such as a transaction screen from the management server 10. In addition, the communication unit 410 transmits input information on the transaction screen to the management server 10.

-Display unit 412-
The display unit 412 includes a liquid crystal display device, an OLED device, or the like, and displays various display screens. For example, the display unit 412 displays a transaction screen received from the management server 10.

-Input unit 414-
The input unit 414 includes, for example, a touch panel and buttons, and accepts various operations by customers. For example, the input unit 414 receives input of transaction information for the transaction screen. Although FIG. 9 shows an example in which the display unit 412 and the input unit 414 are separately configured, the display unit 412 and the input unit 414 may be integrally configured, for example, like a touch panel.

(2-1-2. Operation)
The configuration according to the first embodiment has been described above. Subsequently, an operation according to the first embodiment will be described. FIG. 13 is a sequence diagram showing a part of the operation according to the first embodiment. As shown in FIG. 13, first, a customer who has arrived at the sales office 4 inserts a cash card or a passbook into the reception terminal 30 (S101).

  Subsequently, the card mechanism unit 316 or the passbook mechanism unit 314 reads customer account information from the inserted cash card or passbook. Then, the communication unit 310 transmits the read account information to the management server 10 (S102). Note that the communication unit 310 may further transmit, for example, a password input to the operation display unit 312 by the customer to the management server 10.

  Subsequently, the control unit 100 of the management server 10 authenticates the customer based on the account information received from the reception terminal 30 (S103). When the customer is not authenticated (S103: No), the control unit 100 causes the communication unit 120 to transmit an authentication failure message to the reception terminal 30. Then, the reception terminal 30 repeats the operation of S101 again.

  On the other hand, when the customer is authenticated (S103: Yes), the communication unit 120 transmits information indicating permission to lend the information processing terminal 40 to the customer to the information processing terminal 40 lent to the customer ( S104).

  Subsequently, the employee of the sales office 4 lends the information processing terminal 40 to the customer. Thereafter, the customer operates the information processing terminal 40 to display the barcode on the display unit 412 (S105). The bar code includes information indicating that the information processing terminal 40 has been lent.

  Thereafter, the customer holds the information processing terminal 40 over the barcode reading unit 318 of the reception terminal 30. Then, the barcode reading unit 318 reads the barcode displayed on the information processing terminal 40 (S106).

  Subsequently, the communication unit 310 transmits information read from the barcode to the management server 10 (S107). Then, based on the information received from the receiving terminal 30, the control unit 100 of the management server 10 sets the value of the lending status 2022 corresponding to the corresponding information processing terminal 40 to “lending”, for example. The table 202 is updated (S108).

  Next, operations after S108 will be described with reference to FIG. After S108, the communication unit 120 of the management server 10 transmits a transaction screen for inputting transaction information to the information processing terminal 40 (S111).

  Subsequently, the information processing terminal 40 displays the transaction screen received from the management server 10 (S112). Thereafter, the customer inputs transaction information on the transaction screen. Each time the “input completion button” is selected on each display screen provided for one transaction, the information processing terminal 40 transmits information input on each display screen to the management server 10 (S113). .

  Thereafter, the operation status determination unit 104 of the management server 10 determines whether or not the input time on the transaction screen in the information processing terminal 40 has exceeded a threshold (S114). In S114, the operation state determination unit 104 may determine whether or not the input time for each display screen provided for one transaction has exceeded a threshold value.

  If it is determined that the conditional expression of S114 is satisfied (S114: Yes), the display control unit 106 provides the communication unit 120 with display instruction information including setting change instructions such as luminance and hue of the display screen. The data is transmitted to the processing terminal 40. In addition, the control unit 100 causes the communication unit 120 to transmit to the concierge terminal 34 that the customer having trouble in operation is in the sales office 4 (S115).

  Thereafter, the display control unit 402 of the information processing terminal 40 changes the display setting based on the display instruction information received from the management server 10 and causes the display unit 412 to redisplay the display screen. Further, the concierge terminal 34 displays the notification received from the management server 10 on the display screen (S116).

(2-1-3. Effect)
As described above, for example, as described with reference to FIGS. 7, 10 to 12, and the like, the management server 10 according to the first embodiment monitors the operation status of the information processing terminal 40 lent to the customer, It is determined whether or not the value according to the operation status of the information processing terminal 40 by the customer exceeds the threshold, and when it is determined that the value according to the operation status of the information processing terminal 40 exceeds the threshold, the information processing terminal 40 display settings are changed. For example, the management server 10 changes the display setting of the display screen of the information processing terminal 40 used by the customer who is troublesome to operate and takes a long operation time from the initial setting.

  For this reason, for example, the employee of the sales office 4 can display the information processing terminal 40 being operated by the customer without taking voluntary actions such as raising a hand by the customer or calling out to the employee. By simply looking at the screen, you can identify customers who are troubled with operation. Then, the employee can speak to a customer who is troubled by the operation and can support the operation. For this reason, improvement in customer satisfaction can be expected.

  Further, in principle, only the display screen display setting is changed in the information processing terminal 40. For this reason, the change in the information processing terminal 40 is hardly noticeable in the surroundings, and there is little possibility that other customers other than the customer using the information processing terminal 40 will notice. Therefore, there is little possibility that the customer using the information processing terminal 40 will feel uncomfortable.

  In addition, the management server 10 can change the display setting of the display screen of the information processing terminal 40 used by a customer who is viewing a specific page such as an application form or an advertisement for a new product for a long time, from the initial setting. . For this reason, the employee can grasp a customer who is likely to be interested in some products such as new products, for example, only by looking at the display screen of the information processing terminal 40 being operated by the customer. Employees can speak out to such customers, explain more detailed products, and solicit products, enabling more effective product sales promotion activities. Become.

[2-2. Second Embodiment]
The first embodiment has been described above. Next, a second embodiment will be described. As will be described later, according to the second embodiment, it is possible to display, on the concierge terminal 34, the position information or customer information of a customer who is in trouble with operation.

(2-2-1. Configuration)
(2-2-1-1. Management Server 10)
First, the configuration according to the second embodiment will be described in detail. FIG. 15 is a functional block diagram showing the configuration of the management server 10 according to the second embodiment. As illustrated in FIG. 15, the management server 10 according to the second embodiment newly includes a position estimation unit 108 as compared with the first embodiment.

-Position estimation unit 108-
The position estimation unit 108 estimates the position of the information processing terminal 40 in the sales office 4 based on the transaction information input at the information processing terminal 40. More specifically, the position estimation unit 108 can estimate the position of the information processing terminal 40 in the sales office 4 according to the transaction type input at the information processing terminal 40. For example, as illustrated in FIG. 16, when the transaction type indicated by the transaction information input in the information processing terminal 40 is “investment trust”, the position estimation unit 108 changes the position of the information processing terminal 40 to “low”. Predict that it is close to the “counter (investment trust)”.

  Generally, when the person in charge is divided for each transaction type or group of transaction types at the counter of the sales office 4, the customer desires to sit at a customer seat closer to the person in charge of the desired transaction type. There is a tendency. For this reason, according to said prediction method, it can anticipate that the position of the customer in the sales shop 4 can be estimated with high precision.

  As a modification, the position estimation unit 108 can also estimate the position of the information processing terminal 40 in the sales office 4 based on the strength of radio waves from the information processing terminal 40 detected by the plurality of wireless APs 32. is there.

-Communication unit 120-
The communication unit 120 according to the second embodiment can transmit position information indicating the position of the information processing terminal 40 estimated by the position estimation unit 108 to the concierge terminal 34. In addition, the communication unit 120 can also transmit, to the concierge terminal 34, customer information of a customer who has lent the information processing terminal 40, such as a customer who is troubled with the operation.

  The functions of the constituent elements other than those described above are the same as those in the first embodiment.

(2-2-1-2. Reception terminal 30)
The configuration of the reception terminal 30 according to the second embodiment is the same as that of the first embodiment. Therefore, the description is omitted here.

(2-2-1-3. Concierge terminal 34)
When the position information of the information processing terminal 40 is received from the management server 10, the concierge terminal 34 according to the second embodiment displays a difficult-to-operate person position display screen 52 including the received position information on the display screen. It is possible.

  Here, a configuration example of the difficult-to-operate person position display screen 52 will be described with reference to FIGS. 17 and 18. A difficult-to-operate person position display screen 52a shown in FIG. 17 is a display example of the position of the information processing terminal 40 estimated by the management server 10 according to the transaction type input in the information processing terminal 40. The difficult-to-operate person position display screen 52a shows an example in which the position information received from the management server 10 is displayed by the customer position range display 520a. The employee can grasp that the customer who is in trouble with the operation is near the “low counter (investment trust)” by looking at this difficult-to-operate position display screen 52a.

  18 is a display example of the position of the information processing terminal 40 estimated by the management server 10 based on the intensity of the radio wave detected by the wireless AP 32. The position display screen 52b shown in FIG. This difficult-to-operate person position display screen 52b shows an example in which the position information received from the management server 10 is displayed by the customer position range display 520b. By looking at this difficult-to-operate person position display screen 52b, the employee can grasp that the customer having difficulty in operation is in the customer seat on the upper right side of the display screen.

  Further, when customer information is received from the management server 10, the concierge terminal 34 displays a difficult-to-operate information display screen 54 including the received customer information as shown in FIG. 19, for example, on the display screen. It is also possible. According to this display example, since information such as the age and sex of the customer can be displayed, the employee can easily find a customer who is having trouble operating at the sales office 4 with reference to the displayed information. be able to.

(2-2-2. Operation)
The configuration according to the second embodiment has been described above. Subsequently, an operation according to the second embodiment will be described. The operations in S101 to S108 are the same as those in the first embodiment. Here, the operation after S108 will be described with reference to FIG. Note that the operations in S211 to S213 shown in FIG. 20 are the same as the operations in S111 to S113 in the first embodiment.

  After S213, the operation status determination unit 104 of the management server 10 determines whether or not the input time for the transaction screen has exceeded the threshold in the information processing terminal 40, similarly to S114 (S214).

  When it is determined that the conditional expression in S214 is satisfied (S214: Yes), the position estimation unit 108 determines the position of the information processing terminal 40 in the sales office 4 based on the transaction information input in the information processing terminal 40. Infer. Alternatively, the position estimation unit 108 estimates the position of the information processing terminal 40 in the sales office 4 based on the strength of radio waves from the information processing terminal 40 detected by the plurality of wireless APs 32 (S215).

  Subsequently, the communication unit 120 transmits the position information indicating the position of the information processing terminal 40 estimated by the position estimation unit 108 or the customer information of the customer lent the information processing terminal 40 to the concierge terminal 34 (S216). .

  Thereafter, the concierge terminal 34 displays the difficult-to-operate person position display screen 52 including the position information of the information processing terminal 40 received from the management server 10 on the display screen. Alternatively, the concierge terminal 34 displays the difficult-to-operate information display screen 54 including the customer information received from the management server 10 on the display screen (S217).

(2-2-3. Effect)
As described above, for example, as described with reference to FIG. 15, FIG. 20, etc., the management server 10 according to the second embodiment performs transaction information input at the information processing terminal 40 or information detected by a plurality of wireless APs 32. Based on the intensity of the radio wave from the processing terminal 40, the position of the information processing terminal 40 in the sales office 4 is estimated, and position information indicating the estimated position of the information processing terminal 40 is transmitted to the concierge terminal 34. For this reason, the employee can easily grasp the position of the customer in trouble with the operation (or a customer who may be interested in some products such as new products) in the sales office 4 by looking at the concierge terminal 34. can do.

  Further, by combining with the configuration of the first embodiment, the management server 10 can further change the display setting of the display screen of the information processing terminal 40 used by the customer who takes a lot of operation time from the initial setting. Is possible. For this reason, the employee is troubled by the operation by confirming the customer's position information and customer information displayed on the concierge terminal 34 and viewing the display mode of the display screen of the information processing terminal 40 used by the customer. Can more easily identify customers.

<3. Modification>
The preferred embodiments of the present invention have been described in detail above with reference to the accompanying drawings, but the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  In the above description, the example in which the concierge terminal 34 performs display control of the difficult-to-operate person position display screen 52 and the difficult-to-operate information display screen 54 has been described, but the present invention is not limited to such an example. For example, the management server 10 (the display control unit 106) generates the operation difficult person position display screen 52 as shown in FIGS. 17 and 18, or the operation difficult person information display screen 54 as shown in FIG. Then, it may be transmitted to the concierge terminal 34 and displayed.

2 Center 4 Branch 10 Management server 12 Communication network 20 Database 30 Reception terminal 32 Wireless AP
34 Concierge terminal 40 Information processing terminal 100 Control unit 102 Operation status monitoring unit 104 Operation status determination unit 106 Display control unit 108 Position estimation unit 120 Communication unit 122 Storage unit 150 CPU
152 ROM
154 RAM
156 Internal bus 158 I / O interface 160 HDD
162 Network interface 200 Customer information table 202 Terminal management table 204 Lending result table 300 Control unit 302 Reception unit 310 Communication unit 312 Operation display unit 314 Passbook mechanism unit 316 Card mechanism unit 318 Bar code reading unit 400 Control unit 402 Display control unit 410 Communication Part 412 display part 414 input part

Claims (12)

An operation status monitoring unit for monitoring the operation status of information processing terminals lent to customers who visited the facility;
An operation status determination unit that determines whether or not a value according to an operation status of the information processing terminal by the customer exceeds a threshold;
A display control unit that changes a display setting of the information processing terminal when it is determined that a value according to an operation state of the information processing terminal exceeds the threshold;
An information processing apparatus comprising: The information processing apparatus receives a transaction type input at the information processing terminal from the information processing terminal;
A position estimation unit that estimates the position of the information processing terminal in the facility based on the received transaction type;
The information processing apparatus according to claim 1, further comprising: a transmission unit configured to transmit position information indicating the estimated position of the information processing terminal to a second information processing terminal used by a worker of the facility. The operation status determination unit determines whether the operation time of the information processing terminal by the customer exceeds a threshold,
The information processing apparatus according to claim 2, wherein the display control unit changes display settings of the information processing terminal when it is determined that an operation time of the information processing terminal exceeds the threshold. The operation status determination unit determines whether an input time for a transaction screen displayed on the information processing terminal exceeds a threshold,
The information processing apparatus according to claim 3, wherein the display control unit changes a display setting of the information processing terminal when it is determined that an input time for the transaction screen exceeds the threshold.   The information processing apparatus according to any one of claims 2 to 4, wherein the display setting of the information processing terminal includes a setting relating to a luminance of a display screen displayed on the information processing terminal.   The information processing apparatus according to claim 2, wherein the display setting of the information processing terminal includes a setting related to a hue of a display screen displayed on the information processing terminal.   The information processing apparatus according to claim 2, wherein the transmission unit further transmits customer information of the customer lent out the information processing terminal to the second information processing terminal. An operation status monitoring unit for monitoring the operation status of information processing terminals lent to customers who visited the facility;
An operation status determination unit that determines whether or not a value according to an operation status of the information processing terminal by the customer exceeds a threshold;
A display control unit that changes a display mode of content displayed on the information processing terminal when it is determined that a value according to an operation state of the information processing terminal exceeds the threshold;
An information processing apparatus comprising: A display unit for displaying a display screen;
A transmission unit that transmits information indicating an operation status by a user to an information processing apparatus that manages the operation status;
A display control unit that changes display settings of the display screen based on display instruction information received from the information processing apparatus;
An information processing terminal comprising: A reception device and an information processing device;
The accepting device is:
Reception department that accepts customers who visit the facility,
With
The information processing apparatus includes:
An operation status monitoring unit that monitors the operation status of the information processing terminal lent to the customer;
An operation status determination unit that determines whether or not a value according to an operation status of the information processing terminal by the customer exceeds a threshold;
A display control unit that changes a display setting of the information processing terminal when it is determined that a value according to an operation state of the information processing terminal exceeds the threshold;
An information processing system comprising: Computer
An operation status monitoring unit for monitoring the operation status of information processing terminals lent to customers who visited the facility;
An operation status determination unit that determines whether or not a value according to an operation status of the information processing terminal by the customer exceeds a threshold;
A display control unit that changes a display setting of the information processing terminal when it is determined that a value according to an operation status of the information processing terminal exceeds the threshold;
Program to function as Computer
A display unit for displaying a display screen;
A transmission unit that transmits information indicating an operation status by a user to an information processing apparatus that manages the operation status;
A display control unit that changes display settings of the display screen based on display instruction information received from the information processing apparatus;
Program to function as

Images