JP2017215809A - Service serving system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a service serving system that improves an authentication level by implementing authentication processing on the basis of information obtained by both a voice conversation and data communication without increase in burdens on users, using identification cards.SOLUTION: A service serving system 1' according to the present invention is the service serving system that uses an identification card including card information. The service serving system 1' comprises: an operation terminal 11 that individually connects to a telephone line network 40 and a data communication line network 50, makes communications by means of a voice conversation via the telephone line network 40, and makes data communications via the data communication line network 50; and a service serving server 21 that individually connects to the operation terminal 11 via the telephone line network 40, and the data communication line network 50, and implements authentication processing on the basis of information to be acquired by means of the voice conversation from the operation terminal 11 and information to be acquired by means of the data communication, and implements service serving processing of presenting service contents to the operation terminal 11.SELECTED DRAWING: Figure 8

Description

  The present invention relates to a service providing system having a function of performing authentication processing and service providing processing for a user.

  In recent years, communication terminals such as smartphones, mobile phones, and tablet terminals that use network technologies such as the Internet, 3G and 4G mobile network communication, and wireless communication such as Wi-Fi have become widespread. With this spread, services via the network have been enhanced. Numerous services such as Internet shops, net auctions, digital content sales, portal sites, net investments, point sites, and net banking are provided via the network. In the Internet shop, you can purchase books, clothes, food, beverages, home appliances, software such as CDs and DVDs, furniture, music, medicines, and even cars and motorcycles. In addition to the sales of goods shown here, the contents handled by banks, securities companies, etc., such as Internet banking and Internet investment, can be received on the Internet.

  With these services on the Internet, you do not need to register if you only want to browse, but when you make a contract such as purchasing, you must register as a member and enter your ID and password for the first time. It is necessary to perform personal authentication to the target site by logging in to the service using the ID after the acquisition and logging in to the service using the ID after the second time. The service can be provided after the personal authentication is completed. For example, in an Internet shop, after logging in (personal authentication), put the item you want to purchase in the shopping cart, or put the item you want to purchase in the shopping cart and then log in to check the price, quantity and payment method of the item. Settlement later. Internet banking and other services can also be provided after login is complete (personal authentication).

  Thus, when using a service provided on the Internet, personal authentication such as login or personal identification is required. In other words, in order to provide services on the Internet, methods such as personal authentication and personal identification are required in addition to the creation of the intended service content. There are various types of personal authentication and personal identification, such as services that require a high security level for authentication at a bank and those that merely distinguish people by login authentication that identifies whether or not they are members.

For example, in Patent Document 1, when the server device 101 registers the same client device 104 and the mobile phone 108 in association with each other, and the client device 104 requests a transfer process, the client device 104 The mobile phone 108 transmits an encryption key to the mobile phone 108 associated with the mobile phone 108. The mobile phone 108 inputs the transfer account number from the user, and encrypts the account number using the encryption key received from the server apparatus 101. The encrypted account number is transmitted to the server apparatus 101 via the client apparatus 104. The server apparatus 101 acquires the account number by decryption processing, extracts the account name from the acquired account number, and extracts the extracted account name. Is disclosed to the client device 104, and a communication system that performs a transfer process when a user requests transfer execution is disclosed ( See Patent Document 1).
The above method is a method of performing encryption processing in which the information for encryption is sent to the second terminal of the user, that is, the information for encryption is sent, the encrypted transfer destination account number is sent, and the transfer is performed. .

Patent Document 2 discloses a one-time password issued request and a one-time password issuance request from the screen after login for the purpose of improving the security while ensuring the convenience of customers in the settlement process of net banking. An authentication system in net banking is disclosed in which a password notification destination can be selected and specified from three types of mobile mail, mobile phone (voice), and fixed phone (see Patent Document 2).
This allows you to request the issuance of a one-time password for payment after selecting and specifying the notification destination from the payment processing screen after the customer logs in. Since payment processing is performed on the condition of input / authentication, security in net banking is improved.

Further, Patent Document 3 relates to a method for registering and authenticating a bank cardholder in a service provided by a service provider, receiving cardholder identification data (ID) by a first channel, A method for registering and authenticating a cardholder is disclosed (see Patent Document 3), characterized in that it includes double checking the identity of the cardholder by a second channel.
The method disclosed in Patent Document 3 is a service that can be used by a cardholder of a bank and is used when registering and authenticating to use a service from an application on a smartphone. A service provider whose bank cardholder is different from the bank, or a certification authority on behalf of the bank, has the bank cardholder's owner identification data and the owner's mobile phone number. First, a card on which a card owner identification data ID and a barcode are printed or a card carrier is sent from the bank to the owner. This bar code includes owner identification data, authentication data, and registration data. When the cardholder performs registration and authentication for providing the service, the card or the photo including the ID or barcode on the card carrier or the scanned image is sent to the authentication source. The authentication source shows the method of activating the account to the SMS of the registered telephone number by extracting the information of the owner to be registered and authenticated from the ID (fill the activation link in the e-mail text) Then, the activation is executed by clicking the link part according to the method, and the user can receive the activation completion message. In this way, an ID is specified by a photograph or the like transmitted by e-mail or the like, and the identity is double-checked by being approved by notifying the telephone number registered in the ID by SMS.

  Patent Document 4 is a mobile financial transaction system using a mobile communication terminal that uses a mobile communication terminal to process various financial transactions such as bank account inquiry, transfer and remittance, lending and interest payment. A mobile communication terminal for receiving and transmitting data wirelessly, including an IC card storing PIN information and a financial account, and a storage device storing a banking application for processing financial transactions by mobile banking; A BTS that performs a radio interface with a communication terminal and a BSC that performs call processing and provides a BTS and a core network interface, a PDSN that provides a packet data transmission service using a TCP / IP protocol, and the mobile communication terminal Mobile financial account inquiry, mobile from the banking application A banking server that provides processing and response information for any financial transaction processing of money transfer and remittance, mobile lending and interest delivery, and is related to financial transactions on the mobile communication terminal When the received key signal is input, a banking application built in the mobile communication terminal is executed, PIN information for logging in to the IC card is input, and authentication is executed on the mobile communication terminal. Extracting the financial account list stored in the IC card and displaying and selecting it on the display window of the mobile communication terminal, and using the various information related to the selected financial account, financial account inquiry, transfer and remittance, After composing a financial transaction request message for lending and interest delivery, when transmitting to the banking server, the bankin In the server, after processing financial account inquiry, transfer and remittance, lending and interest delivery financial transactions according to the financial transaction request message, the processing result is transmitted to the mobile communication terminal and displayed through the display window. A mobile financial transaction system using a characteristic mobile communication terminal is disclosed (see Patent Document 4).

Furthermore, in Patent Document 5, an HTML-type authentication link including a user identifier is provided in an authentication URL designated by the authentication system site at an authentication system site that provides an authentication function, and an individual mobile phone number to be authenticated is obtained A method of authenticating an individual by inputting to a CTI authentication server and transmitting a notification telephone number, and inputting the notification number into an authentication web and comparing it with a registered personal mobile phone number, and by the method A personal authentication method and a management method are disclosed in which an individual is authenticated, the authenticated mobile phone number is converted into a character string by a conversion algorithm, and the user is managed from the mobile phone number (see Patent Document 5). ).
This eliminates the need for complicated procedures such as the submission of documents proving the user's own information and the presentation of information related to the user's own information. Can be authenticated.

Further, in Patent Document 6, in a telephone banking system in which a customer makes various transactions with a financial institution via a telephone line, the customer connects to the host computer of the financial institution via a touch phone and selects a transaction content using the touch phone and then contracts. Enter the user number and cash card PIN, call the operator of the financial institution, verbally convey the transaction details, confirm the transaction details entered by the operator by proxy operation, and replay the transaction details by computer audio A telephone banking system is disclosed in which the customer confirms by re-reading and simultaneously updates the data of the host computer of the financial institution relating to the transaction content (see Patent Document 6).
As a result, even for elderly people and people who are not good at operating equipment using IT, it is easier to use online financial transactions by requesting financial agency operators to perform operation with minimal push button operations. In addition to contributing to the spread, it is possible to expand the usage, confirming the transaction content input by the operator by proxy operation by replaying the computer voice, and in conjunction with the confirmation, the host computer of the financial institution related to the transaction content An object of the present invention is to provide a telephone banking system capable of updating data.

Further, in Patent Document 7, authentication is performed based on a mobile phone that can be connected to a public line, a timing at which an incoming call and a call are started on the mobile phone, and a ringing tone on the mobile phone. An authentication system and an authentication device provided with an authentication device are disclosed (see Patent Document 7).
This makes it possible to perform authentication with high reliability using a mobile phone.

Further, in Patent Document 8, a telephone connected to a telephone mail-order sales apparatus via a communication line, catalog storage means for storing a seller-side telephone number associated with each sales unit of a product, and a customer-side telephone for each customer Customer storage means for storing number, merchandise shipping destination information and order confirmation conditions, customer-side telephone number as communication history information with telephone, sales-side telephone number for each merchandise sales unit, and history storage means for storing communication date and time, When the device is connected to the telephone based on the call from the telephone, the calling party telephone number is the customer telephone number, the called party telephone number is the sales telephone number for each product sales unit, and the date and time of reception is the communication date and time. The order receiving means to be stored in the history storage means, the customer storage means is searched based on the customer side telephone number etc. in the history storage means, and the corresponding order confirmation condition is obtained. System with the device including means for determining whether or not filled is disclosed (see Patent Document 8).
In this way, the telephone mail order system prepares a telephone number for each product color, size, and number of orders in the mail order sales using the telephone, describes it in the catalog, and the purchaser calls the phone to make a ringing tone. By simply releasing the connection after ringing, the order can be easily confirmed under predetermined conditions.

Furthermore, in Patent Document 9, a communication terminal such as a telephone, a FAX apparatus, an IP telephone apparatus, a personal computer (PC), a home monitoring apparatus (dedicated terminal) used by a communication target person, and the communication terminal transmits to the communication center. The communication data to be used can be connected to the website operated by the communication center, and the elderly person interface function that enables the data on the website to be used by the communication terminal and personal authentication on the website are performed. A communication service system is disclosed that includes a communication center in which people defined in advance as the same group communicate with each other (see Patent Document 9).
This provides a communication service system that allows even elderly people who cannot use the Internet or who are not familiar with the Internet to participate in communication.

Moreover, in patent document 10, the authentication apparatus which receives a user's telephone number and the call information which is the information regarding a call history in one aspect is disclosed. In one embodiment, the authentication device collates whether or not a call history corresponding to the call information is stored as a call history for the received telephone number in the call history storage device that stores the call history. Further, in one aspect, the authentication device authenticates the user based on the collation result (see Patent Document 10).
Furthermore, in Patent Document 11, the control unit performs the second authentication by comparing the content of the terminal-side history information received from the information processing terminal with the content of the server-side history information stored on the server device side. An information processing system to be implemented is disclosed.

JP 2010-165329 A JP 2007-328381 A Special table 2014-534410 gazette JP 2005-322196 A JP 2004-213440 A JP 2002-123676 A JP 2004-32258 A JP 2009-295011 A JP 2005-56126 A JP2013-20385A JP 2011-145948 A

  However, in the communication system disclosed in Patent Document 1 or the authentication system disclosed in Patent Document 2, two or more users are required when a higher security level is required than personal authentication such as input of ID and password. It is necessary to perform personal authentication by accessing the service object using the terminal. For example, the act of accessing the server at the first terminal and sending the password or one-time password to the second terminal and accessing it at the first terminal cannot use a complicated information terminal or the like, or It is difficult for those who cannot use the Internet, those who cannot use the Internet, or who cannot use the Internet (hereinafter referred to as information weak) to access the server with the first terminal and go to the login screen to receive Internet services. Even there. For this reason, in the services using the Internet, there are services with high personal authentication, but the information weak cannot receive the benefits of services protected at a high security level.

  Further, in the method for registering and authenticating a card holder disclosed in Patent Document 3, a card printed with a personal identification information or a bar code including personal identification information, a photograph of a card carrier, or a scan In the method of transmitting the captured data and decrypting it on the server side, it is necessary to transmit an e-mail, and in addition to transmit a photo or a scan data attached to the e-mail. It is considered that it is difficult for an information weak person to use e-mail and to use a service. In addition, this method is for the cardholder to use a dedicated application using a PC or a mobile phone, and since such authentication is not performed in a normal use state, the service is normally used. The state cannot be protected at a high security level.

  In addition, in the mobile financial transaction system disclosed in Patent Document 4, a system that performs personal authentication using PIN information and financial account number information stored in an IC card installs a bank-specific application on a mobile phone. The IC card information is read from the mobile phone, and personal authentication is performed by exchanging the information with the server on the application. In this method, personal authentication with a somewhat high security level can be performed, but for vulnerable users, in addition to installing a bank-specific application on the mobile phone, launching a bank-specific application on the mobile phone, And there is a possibility that the service cannot be used without being able to use, that is, not being able to use it.

  In addition, in the personal authentication method and management method disclosed in Patent Document 5, there are services such as personal authentication using a telephone number and telephone banking using a general phone for information weak persons who cannot use smartphones and tablet terminals. ing. In personal identification using a telephone number, a terminal can be identified only by the telephone number used here, but an individual cannot be identified. For example, if a mobile phone is registered and stolen, an ID and password are not required, and the service can be provided simply by making a phone call. In the telephone banking system, a user calls a service company, a guide message flows from the server system of the service company, and the user responds by pressing a push button in response to this message. According to this guide message, service contents and detailed services are selected. In this process, personal authentication is performed. When inputting the user ID and password for personal authentication, push phone buttons 0 to 9 are used and the number is limited to 10 and the number of digits for authentication is limited to about 4 digits. I can't say that.

  Further, in the telephone banking system disclosed in Patent Document 6, a push button is pressed to input in accordance with voice guidance. However, there is no problem if only one number is selected and pressed. You need to press the button multiple times in a row. In order to raise the level of security, the number of times such as the password is input increases. If such an input continues, it may occur that the elderly or the like may not know what number has been pressed or how long it has been pressed. Therefore, there is a possibility that the service provision stage will not be reached even after several times of guidance and input until the service provision, and eventually the use of the service will be given up. As a result, this user cannot benefit from this service.

In the authentication system and the authentication device disclosed in Patent Document 7, the user's telephone number, ring tone, user's voiceprint, and keyword need to be registered, and the system includes the telephone number, ringtone, voiceprint. You have a database of keywords and they need to work in tandem.
As a service that allows the user to perform personal authentication without performing difficult operations, there is a method of performing authentication by distinguishing the timing of the incoming and incoming calls of the mobile phone and the ringing timing of the ringtone of the mobile phone. However, in this system, when the number of registered users increases, it becomes difficult to distinguish the timing of incoming calls, call start timing, ringtone timing, etc. In addition, even when one mobile phone is used, the communication status etc. The timing used for identification here varies due to environmental factors. As described above, it is considered that it is difficult to perform stable personal authentication in an authentication system using a voice call of a mobile phone.

The mail-order service provides consumers with product information on catalogs and televisions and receives orders over the phone. To use this mail-order, the user's phone number, product shipping address, order Confirmation conditions must be registered with the service provider. The server device records past order history, telephone numbers and the like together with user registration information. A sales company is assigned a telephone number for each sales unit of the product. When a call is made to the corresponding telephone number from the user, the server device verifies the presence of the telephone number, the order confirmation conditions, personal authentication and confirms the order. A service system has been proposed.
Further, in the system disclosed in Patent Document 8, a service using a telephone that does not use the Internet is provided for the information weak.
This mail-order service that uses telephones presents product information to the consumer through catalogs and televisions, and receives orders by telephone. A telephone number is assigned for each product, and incoming calls from users are received. We accept orders at With this service, it is necessary to prepare as many phone numbers as the number of products, making it difficult to handle many products at once, and it is also possible for users to find and record phone numbers of required products from many phone numbers. It becomes necessary and troublesome to use the service. In addition, with this system, one phone or one unit of product is ordered per call, so depending on the number of orders, it may be necessary to call the same phone number several times, which complicates the service. It becomes a service that is difficult to use. Also, even if someone calls the phone number by mischief and places an order for a product, the fraud cannot be detected.

  In addition, in the communication service system disclosed in Patent Document 9, in the communication service corresponding to the interface function for the elderly, the voice transmitted from the elderly person from a telephone, FAX, IP phone, PC, dedicated terminal, home monitoring device, etc. In a system that converts analog text information into digital text and posts it on an Internet site, senior citizen communication with a WEB server function, mail server function, database server function, and content server function for a dedicated Internet site only The cost is high because the site needs to be manufactured. And with this service, elderly people access the interface for elderly people using telephones, faxes, IP phones, PCs, dedicated terminals, home monitoring devices, etc., but telephones, faxes, IP phones, PCs, dedicated terminals, homes Although the terminal used by the monitoring device or the like can be specified, it is impossible to identify the person who is using it, so it is impossible to identify the use by impersonation used by others. In addition, the interface when elderly people use this system is an operation terminal or FAX. However, when using audio playback from the handset, even if there is a situation in which the contents of transmission are overlooked or contents to be rehearsed There is no denying the possibility of problems such as situations where you cannot master the method of listening again.

In the authentication device disclosed in Patent Document 10, since it is necessary to record a call history each time an authentication client connects to the authentication device, a system and a call history database for recording the call history are constructed. Costs and time are required for system construction because it is necessary.
Further, in the information processing system disclosed in Patent Document 11, it is necessary to record the communication history at both the client side that performs information processing and the server side terminal that performs authentication for each communication, and authentication is successful as a recording condition. When the authentication is started, the side that starts authentication records the communication history and then sends the communication history to the other side to perform authentication. The system construction procedure becomes complicated, such as the need to delete the server, and it is necessary to store the communication history on both the client side and the server side.

  Therefore, the main object of the present invention is to provide a service that uses an identification card to increase the authentication level by performing authentication processing based on information obtained by both voice call and data communication without increasing the burden on the user. To provide a provision system.

The service providing system according to the present invention is a service providing system using an identification card including card information, and the service providing system is individually connected to a telephone line network and a data communication line network, and is connected via the telephone line network. Voice communication from the operation terminal is connected to the operation terminal for exchanging voice calls and performing data communication via the data communication line network, and the operation terminal individually via the telephone line network and the data communication line network. A service providing server for performing an authentication process based on information acquired by a call and information acquired by data communication and a service providing process for presenting service contents to the operation terminal. Voice communication via a telephone line network by means of card information reading means for reading card information from a card, a microphone and a speaker A voice communication means for exchanging data and a data communication means for transmitting the read card information via a data communication network, and the service providing server is included in the voice call from the operation terminal. Based on at least one of voice call response means for extracting caller information, data communication response means for receiving card information transmitted from the operation terminal, and extracted caller information and received card information The data extraction means for extracting information identifying the individual from the personal information storage means, the extracted information identifying the individual, and at least one of the extracted caller information and the received card information match. An authentication processing means for performing authentication processing for determining whether or not to perform the service providing processing for the operation terminal when authenticated as a result of the authentication processing. Including a scan providing means, and a service providing system.
The service providing system according to the present invention is a service providing system using an identification card including card information, and the service providing system is individually connected to a telephone line network and a data communication line network, and is connected via the telephone line network. Service terminals for exchanging voice calls and performing data communication via the data communication line network and the operation terminals individually connected via the telephone line network and the data communication network Based on information acquired by data communication from the operation terminal and the service provision server for performing the service provision processing, and the operation terminal and the service provision server connected to both via the data communication network An intermediate server for performing authentication processing, and the operation terminal reads card information from the identification card A voice communication means for exchanging voice calls via a telephone line network with a microphone and a speaker; and a data communication means for data communication of the read card information via a data communication line network The service providing server includes voice call response means for extracting caller information included in the voice call from the operation terminal, and information for identifying an individual based on the extracted caller information from the personal information storage means. Data extraction means for extracting, data communication means for transmitting the information for identifying the extracted individual to the intermediate server, and service provision for performing service providing processing to the operation terminal when authenticated as a result of authentication processing in the intermediate server The intermediate server includes a data communication response means for receiving card information transmitted from the operation terminal, and a service providing service. Including an authentication processing means for performing whether authentication processing and the card information received with the information for identifying an individual sent matches from a service providing system.
In the service providing system according to the present invention, the intermediate server includes data communication means for transmitting the transmitted card information to the service providing server, and the data extracting means of the service providing server is based on the transmitted card information. The service providing server has a function of extracting information for identifying an individual from the personal information storage unit, and the service providing server performs an authentication process to determine whether or not the extracted sender information matches the extracted information for identifying the individual. It is preferable to include an authentication processing means.
Furthermore, in the service providing system according to the present invention, it is preferable that the authentication processing means of the service providing server or the intermediate server has a function of performing authentication processing by voice call.
In the service providing system according to the present invention, the authentication processing unit of the service providing server or the intermediate server performs a function of performing authentication processing as to whether or not the password information input from the operation terminal matches the information specifying the individual. It is preferable to have.
Furthermore, in the service providing system according to the present invention, the operation terminal includes call log storage means for storing call log information having at least card information and caller information related to the operation terminal, The authentication processing means preferably has a function of performing an authentication process as to whether or not the call log information transmitted from the operation terminal matches the information specifying the individual.
Further, in the service providing system according to the present invention, the authentication processing means of the service providing server or the intermediate server is configured to authenticate whether or not the call log information transmitted from the operation terminal matches the information identifying the individual. When the caller information does not match, the function for requesting the operation terminal to input new caller information and the caller information transmitted from the operation terminal are additionally stored in the personal information storage means. It is preferable to have a function.
Furthermore, in the service providing system according to the present invention, the caller information is preferably a telephone number.
Furthermore, in the service providing system according to the present invention, the card information is preferably an identification number.
In the service providing system according to the present invention, it is preferable that the service providing means performs the service providing process based on the limited service content when the card information cannot be received.
Furthermore, in the service providing system according to the present invention, the operation terminal includes information management means for storing identification card placement information indicating whether or not an identification card is placed in the card information reading means, and includes a service providing server or It is preferable that the authentication processing means of the intermediate server performs the authentication process only when it is determined that the identification card is placed based on the identification card placement information.
Furthermore, in the service providing system according to the present invention, the authentication processing means of the service providing server or the intermediate server has a function of performing an authentication process based on voice recognition using the voice information of the user included in the voice call. preferable.
In the service providing system according to the present invention, the card information reading means and the operation terminal are preferably configured integrally.
Furthermore, in the service providing system according to the present invention, it is preferable that the microphone and the speaker of the operation terminal take the form of a receiver.
Furthermore, in the service providing system according to the present invention, the operation terminal includes a display unit for displaying the service content provided by the service providing server, an input unit for responding to the displayed service content, It is preferable that it is further included.
In the service providing system according to the present invention, it is preferable that the display means of the operation terminal is configured by a touch panel display, and the input means of the operation terminal is displayed on the touch panel display.
Furthermore, in the service providing system according to the present invention, the service content includes a service item indicating information to be selected by the input means, and whether or not to perform authentication processing is set according to the service item. Is preferred.
Furthermore, in the service providing system according to the present invention, a telephone is connected to the service providing server via a private branch exchange, and when the service providing process is executed, the service content is displayed on the display means of the operation terminal. For the voice call, the operation terminal and the telephone are preferably connected via a telephone network.

In the service providing system according to the present invention, the service providing server extracts voice call response means for extracting caller information included in a voice call from the operation terminal, and data communication response means for receiving card information transmitted from the operation terminal. Data extracting means for extracting information for identifying an individual from the personal information storage means based on at least one of the extracted sender information and received card information; and information for identifying the extracted individual; And authentication processing means for performing authentication processing as to whether or not at least one of the extracted caller information and received card information matches, so that the terminal operation side is unaware of the voice call and Since authentication processing is performed based on information obtained from both data communications, authentication processing with a high authentication level is easily performed. In other words, by using both voice calls and data communications for individuals with weak information who cannot use PCs, smartphones, tablet devices, etc., individuals can use the ID and password pushbutton buttons for conventional voice calls. It is possible to provide a service providing system that provides personal authentication at a higher security level than authentication and can perform personal authentication at a high security level even though the user uses an interface centered on voice calls. .
A service providing system according to the present invention is connected to both an operation terminal and a service providing server via a data communication network and performs authentication processing based on information acquired by data communication from the operation terminal. A data communication response means for receiving the card information transmitted from the operation terminal, and whether the received card information matches the information for identifying the individual transmitted from the service providing server. Authentication processing means for performing authentication processing of whether or not the authentication processing is performed based on information obtained from both voice call and data communication without being conscious of the terminal operation side, and authentication with a high authentication level is easily performed. Processing can be performed.
In the service providing system according to the present invention, an intermediate server is disposed between the operation terminal and the service providing server, and the intermediate server includes data communication means for transmitting the transmitted card information to the service providing server. The data extraction means of the service providing server has a function of extracting information for identifying an individual from the personal information storage means based on the transmitted card information, and the service providing server is extracted with the extracted sender information. If authentication processing means for performing authentication processing to determine whether or not the information identifying the individual matches is included, not only authentication processing based on the card information in the intermediate server but also authentication processing based on the sender information in the service providing server Since this is done, the authentication level can be further improved.
Furthermore, in the service providing system according to the present invention, when the authentication processing means of the service providing server or the intermediate server has a function of performing authentication processing by voice call, the user of the operation terminal actually Since it can be confirmed interactively by voice with the operator, both the user and the operator can feel secure about the authentication processing.
As a result, even though the user is communicating by voice call, the user can use the data communication without the user's awareness or the heavy burden on the user. It is possible to construct a service providing system that supports personal authentication with a higher security level than voice calls and multimodal information display with less stress on the user.
Furthermore, in the service providing system according to the present invention, the authentication processing means of the service providing server or the intermediate server performs an authentication process as to whether or not the password information input from the operation terminal matches the information specifying the individual. If it has the function, the authentication level can be further improved by adding an authentication process by inputting a password.
Further, the service providing system according to the present invention includes a call log storage unit in which the operation terminal stores call log information having at least card information and caller information related to the operation terminal, and authenticates the service providing server or the intermediate server. If the processing means has a function of performing an authentication process as to whether or not the call log information transmitted from the operation terminal matches the information for identifying an individual, the call log information included in the operation terminal is considered in the authentication process. As a result, it is possible to perform an authentication process with the information stored in the operation terminal added, so that the authentication level can be further improved.
Furthermore, in the service providing system according to the present invention, the authentication processing means of the service providing server or the intermediate server is configured to perform an authentication process as to whether or not the call log information transmitted from the operation terminal matches the information specifying the individual. When the caller information does not match, the function for requesting the operation terminal to input new caller information and the caller information transmitted from the operation terminal are additionally stored in the personal information storage means. When the access is performed by a new operation terminal, in the authentication process using the call log information, the caller information does not match, but at this time, a function capable of newly adding the caller information is provided. By providing, even when using an operation terminal different from the initial setting, it is possible to use the service providing system according to the present invention after updating personal information. That.
Furthermore, the service providing system according to the present invention can easily associate the operation terminal with the service providing server when the caller information is a telephone number.
In addition, the service providing system according to the present invention can easily perform a matching / mismatching authentication process by a matching process based on a number when the card information is an identification number.
Furthermore, in the service providing system according to the present invention, when the service providing unit fails to receive the card information, the service providing process performs the service providing process based on the limited service content, and the case where the identification card is possessed and possessed. Service provision according to the present invention is made by providing a service that does not require authentication processing even if the identification card is not possessed by making the service provision contents different from the case where the service is not performed. The system can be made available.
Furthermore, the service providing system according to the present invention includes an information management means for storing identification card placement information indicating whether or not the identification card is placed in the card information reading means, and the service providing server Alternatively, when the authentication processing means of the intermediate server performs the authentication process only when it is determined that the identification card is placed based on the identification card placement information, the present invention is only applied while the identification card is placed. The use of the service providing system according to the present invention makes it possible to limit the use of the service providing system according to the present invention by other than the user.
Further, in the service providing system according to the present invention, if it has a function of performing an authentication process based on voice recognition using the voice information of the user, an individual can be identified without increasing the burden on the user, The authentication level can be further improved.
Furthermore, in the service providing system according to the present invention, when the card information reading means and the operation terminal are integrally configured, the operation terminal can be easily installed.
Furthermore, in the service providing system according to the present invention, since the user can use the operation terminal without resistance when the microphone and the speaker of the operation terminal form a receiver, the service provision according to the present invention is provided. The system can be used easily.
Further, in the service providing system according to the present invention, when the operation terminal further includes a display unit and an input unit, the user can grasp the contents of the service visually, not a voice-only dialogue, Furthermore, it can input. And even in services provided after personal authentication, it is not a single modal information provision such as only voice on the phone or text on the FAX, but display of text, figures, photos, etc. by data communication in addition to auditory information such as voice Multimodal information based on visual information can be provided.
Further, in the service providing system according to the present invention, when the input means is displayed on the display of the touch panel, it is not necessary to separately arrange the input means separately from the display means, so that the operation terminal can be reduced in size.
Furthermore, in the service providing system according to the present invention, the service content includes a service item indicating information selected by the user, and whether or not to perform authentication processing is set according to the service item. If the authentication process is set to be executed according to the service item, when performing the second authentication process, the authentication level on the user side is reduced or improved according to the service content. Can be.
In the service providing system according to the present invention, a telephone is connected to the service providing server via a private branch exchange, and when the service providing process is executed, the service content is displayed on the display means of the operation terminal. When an operation terminal and a telephone are connected via a telephone line network for a voice call, the service contents are visually confirmed while the information displayed on the display unit is visually confirmed. Therefore, the user can receive the service with a sense of security.

  According to the present invention, a service providing system is provided that uses an identification card to increase the authentication level by performing authentication processing based on information obtained by both voice call and data communication without increasing the burden on the user. Yes.

  The above-described object, other objects, features, and advantages of the present invention will become more apparent from the following description of embodiments for carrying out the invention with reference to the drawings.

It is an illustration figure which shows the structural example of 1st Embodiment in the service provision system concerning this invention. (A) is a block diagram showing an expanded example of the internal structure of the operation terminal shown in FIG. 1, and (b) shows the configuration of a call log information file stored in the call log storage unit. FIG. (A) is a block diagram illustrating an example of the internal structure of the service providing server illustrated in FIG. 1, and (b) is a block diagram illustrating an example of the internal structure of the intermediate server illustrated in FIG. 1. It is the block diagram shown. It is a flowchart which shows an example of the outline | summary of the processing flow of the whole system in the service provision system concerning this invention. It is a flowchart which shows the other example of the outline | summary of the processing flow of the whole system in the service provision system concerning this invention. It is a flowchart which shows the further another example of the outline | summary of the processing flow of the whole system in the service provision system concerning this invention. It is a figure which shows the process flowchart which shows an example of the authentication process flow based on the service provision system concerning 1st Embodiment. It is a figure which shows the process flowchart which shows the modification of the authentication process flow based on the service provision system concerning 1st Embodiment. It is a figure which shows the process flowchart which shows the other modification of the authentication process flow based on the service provision system concerning 1st Embodiment. It is an illustration figure which shows the structural example of 2nd Embodiment in the service provision system concerning this invention. It is the block diagram which expanded and showed an example of the internal structure of the service provision server shown in FIG. It is a figure which shows the process flowchart which shows an example of the authentication process flow based on the service provision system concerning 2nd Embodiment. It is a figure which shows the process flowchart which shows the modification of the authentication process flow based on the service provision system concerning 2nd Embodiment. It is a process flowchart which shows the modification of the authentication process flow which continues from FIG. 11A. It is a figure which shows the process flowchart which shows the other modification of the authentication process flow based on the service provision system concerning 2nd Embodiment. It is a flowchart which shows the processing flow of the line | wire disconnection process when it is not authenticated by the authentication process in the service provision system concerning this invention, (a) is a case where it is not authenticated by the authentication process based on data communication, b) is a case where the authentication process based on the voice call is not authenticated. It is a process flowchart which shows an example of the general process flow of the service provision process based on the service provision system concerning this invention. It is a process flowchart which shows an example of the process flow of the service provision process based on the service provision system concerning this invention. It is a process flowchart which shows the modification of the process flow of the service provision process based on the service provision system concerning this invention. (A)-(h) is a figure which shows an example of the display content displayed on the display part of an operating terminal in the service provision process of the service provision system concerning this invention. (A)-(f) is a figure which shows the other example of the display content displayed on the display part of an operating terminal in the service provision process of the service provision system concerning this invention. (A) And (b) is a figure which shows the further another example of the display content displayed on the display part of an operating terminal in the service provision process of the service provision system concerning this invention.

  The service providing system according to the present invention is configured by means including an authentication process for a target facility where a user is provided with a service and a service providing process executed after the authentication process.

  More specifically, the service providing system according to the present invention is a system in which communication between an operation terminal and a server device for providing service uses two communication methods of voice call and data communication. The voice call and data communication are used to authenticate the connection from the operation terminal to the server device, and both the voice call and the data communication are used when providing services to the user after the authentication process. It is a system that can provide information for services in a usage state with less stress for users who have difficulty in using PCs and smartphones, etc., with a higher level of authentication processing than when used in the Internet.

  FIG. 1 is an illustrative view showing a configuration example of a first embodiment in a service providing system according to the present invention. FIG. 2A is a block diagram showing an expanded example of the internal structure of the operation terminal shown in FIG. 1, and FIG. 2B is a call log information file stored in the call log storage unit. FIG. 3A is a block diagram showing an example of the internal structure of the service providing server shown in FIG. 1, and FIG. 3B shows the internal structure of the intermediate server shown in FIG. It is the block diagram which expanded and showed an example. Thus, in these block diagrams, only the blocks related to the present invention are extracted and shown.

(Service providing system configuration)
The service providing system 1 according to the present invention includes a user 10 who uses the service, a part of the authentication processing function, a service providing company 20 that provides the service, and the level of the authentication processing function. The external organization 30 having a part of the authentication processing function is included. The user 10 includes an operation terminal 11 for operating in order to receive service provision and a card reader unit 12 connected to or integrally formed with the operation terminal 11.

  Each block shown below is specifically composed of a peripheral LSI including a CPU and memory. The CPU reads out and executes the program recorded in the memory, thereby realizing the functions of the block. It shall be. Therefore, a CPU (Central Processing Unit) for performing arithmetic processing such as a program, a RAM (Random) for temporarily storing means and data that are programs used when executing each arithmetic processing Although not shown, the operation terminal 11, the service providing server 21, or the intermediate server 31 is naturally included in the memory (Access Memory) and the ROM (Read Only Memory) storing the program.

  The operation terminal 11 is connected to the service providing company 20 via the telephone line network 40, and further connected to the external organization 30 via the data communication line network 50. The external organization 30 is connected to the service provider 20 via the data communication network 50. The operation terminal 11 performs a voice call with the service providing company 20 via the telephone line network 40 and performs data communication with the external organization 30 via the data communication line network 50.

  As shown in FIG. 2A, the operation terminal 11 includes an external input / output unit 110, a communication function unit 112, a call log storage unit 114, and an information management unit 116.

  The external input / output unit 110 includes a microphone 110a and a speaker 110b for realizing a voice call with the service providing company 20. The microphone 110a and the speaker 110b are preferably in the form of a receiver in which they are integrally formed, for example. If the microphone 110a and the speaker 110b of the operation terminal 11 are configured as a receiver, the user 10 can use the operation terminal 11 without resistance, and thus can easily use the service providing system.

  The external input / output unit 110 includes a display unit 110c for displaying service information or the like from the service providing company 20 or a display screen required when an input from the external organization 30 is requested. Includes an input unit 110d that is used when input to the service provider 20 or the external organization 30 becomes necessary.

  The input unit 110d has an interface function with the user 10. The input unit 110d preferably has means for inputting at least numbers. In addition, the input unit 110d may have an input unit in alphabet. At this time, for example, the input unit 110d includes a plurality of buttons.

The display unit 110c is a liquid crystal screen or the like. The display unit 110c may be configured with a touch panel.
When the display unit 110c is configured by a touch panel, the input unit 110d may be displayed on a part of the display unit 110c and input. As described above, when the input unit 110d is displayed on the display of the touch panel, it is not necessary to arrange the input unit 110d separately from the display unit 110c, and thus the operation terminal 11 can be downsized.

  When the operation terminal 11 includes the display unit 110c and the input unit 110d in addition to the microphone 110a and the speaker 110b, the user 10 displays not on the voice-only dialogue using the microphone 110a and the speaker 110b but on the display unit 110c. The contents of the service to be performed can be grasped visually, and can be input using the input unit 110d. Further, in the service provided after the authentication processing, not only single-modal information provision such as only voice call on the telephone and text only on FAX, but in addition to auditory information such as voice using the microphone 110a and the speaker 110b of the operation terminal 11 is provided. In addition, it is possible to provide multimodal information based on visual information such as display of information on the contents of a service displayed on the display unit 110c, such as text, a figure, a photograph transmitted by data communication, and the displayed service In response to the information on the contents of the information, it is possible to input and respond using the input unit 110d.

  The communication function unit 112 includes a voice call unit 112a having a function for performing a voice call with the service providing company 20, and a data communication unit 112b having an interface function for performing data communication with the external organization 30.

  The voice call unit 112a is connected to the private branch exchange 22 of the service provider company 20 to be described later via the telephone line network 40, thereby having a function for performing a voice call using the microphone 110a and the speaker 110b of the operation terminal 11. .

The data communication unit 112 b functions as an interface for connecting the data communication line 50 from the intermediate server 31 of the external organization 30. The data communication unit 112b is provided to transmit the card information (identification number) read by the card reader unit 12 to the intermediate server 31 of the external organization 30 or the data communication response unit 210b of the service providing company 20.
The data communication unit 112b may be configured separately and configured by external connection. The data communication unit 112b may be connected by wire or may be connected wirelessly.

The call log storage unit 114 has a function in which the operation terminal 11 stores a call history by voice call and a communication history by data communication with the service provider company 20 and the external organization 30 as call log information.
FIG. 2B shows a file structure of call log information stored in the call log storage unit 114. As shown in FIG. 2B, the call log information includes, for example, a call time, a call start time, a call end time, a caller telephone number, a destination telephone number, card information, and the like.

  The information management unit 116 has a function of storing the telephone number of the service provider and the data communication address in association with each other. Further, the information management unit 116 has a function of storing identification card placement information indicating whether or not the operation terminal 11 has an identification card placed in the card reader unit 12. Authentication processing is performed only when it is determined that an identification card is placed based on the identification card placement information, and the service providing system according to the present invention can be used only while the identification card is placed. Thus, the use of the service providing system other than the user 10 can be restricted.

The card reader unit 12 serving as card information acquisition means has a function for reading the card information from a card having card information for specifying an individual possessed by the user 10. The card information is, for example, an identification number. The card reader unit 12 can be constituted by, for example, a magnetic card reader, a non-contact type card reader, or a contact type card reader. In the case of a magnetic card reader, it is constituted by a magnetic card reader as an example of magnetism, and a magnetic stripe as card information including an identification number printed on the magnetic card can be read. In the case of a non-contact type card reader, it is connected to a loop antenna, and card information recorded on a non-contact type IC card can be read. In the case of a contact type IC card reader, for example, the card information can be read through the electrode of the contact type IC card that is disposed inside the insertion slot and inserted into the insertion slot.
As shown in FIG. 1, such a card reader unit 12 may be configured separately and may be configured by external connection, or may be configured to be built in and integrally formed. When the card reader unit 12 and the operation terminal 11 are integrally configured, the operation terminal 11 can be easily installed.
Therefore, the identification card read by the card reader unit 12 may be of any type as long as it can be read by a card reader such as a My Number card, a bank cash card, a credit card, or an IC card.

  The service providing company 20 includes a service providing server 21 mainly having a function of performing an authentication process and a function of providing a service, a private branch exchange (PBX) 22 that receives a call from the operation terminal 11, and an operator 20a of the service providing company 20. And a personal information database 25 for storing information (personal information) for identifying an individual managed by the service providing server 21.

  As shown in FIG. 3A, the service providing server 21 includes an authentication processing unit 210 mainly having a function of performing an authentication process, and the authentication processing unit 210 mainly has a function of performing an authentication process based on a voice call. A response unit 210a is included. Further, the service providing server 21 performs data communication with a service providing unit 212 having a function for providing a service, a data extracting unit 214 having a function of extracting necessary information from a personal information database, and the external organization 30. Data communication unit 216.

The authentication processing unit 210 performs matching processing between the received card information and caller information extracted by the voice call response unit 210a and information (personal information) for identifying an individual extracted by the data extraction unit 214 described later. It has a function to perform.
The voice call response unit 210a in the authentication processing unit 210 has a function of extracting caller information (for example, a telephone number) of a telephone call received at the private branch exchange 22.
Further, the voice call response unit 210a may have a voice authentication function. Specifically, the voice call response unit 210a may have a function of performing matching processing between information obtained by voice call and biological information based on voice information stored in advance.

  The service providing unit 212 has a function of performing a service providing process for presenting service contents on the operation terminal 11. The presented service content includes a service item and service information corresponding to the service item. The service item indicates information for selection by the input unit 110d of the operation terminal 11. Service information is bank-related banking (banking, telephone banking, etc.) in the case of a bank, and in the case of a mail-order site, it is the contents of products provided by online shopping. Can deal with things.

  Also, in the service item, it is possible to set in advance whether authentication processing according to the service information included in the service content is required or what authentication processing is required. Specifically, the contents set for the necessity of authentication processing are, for example, (1) a service item that does not require re-authentication processing when selecting a service item, and (2) This is a case where a service item requiring authentication processing is selected, and (3) a service item is selected, and authentication processing is required only when the contents inputted and selected by the user 10 satisfy a predetermined condition.

Furthermore, the service providing unit 212 provides services depending on whether the card information cannot be received, the service providing process is performed based on the limited service content, the identification card is possessed, or the identification card is not possessed. You may have the function to vary the provision contents.
As described above, even if the user does not have an identification card, the service providing system can be used by providing a service that does not require authentication processing.

  The data extraction unit 214 has a function of extracting information (personal information) for identifying an individual from the personal information database 25 based on the caller information extracted by the voice call response unit 210a and the received card information. The extracted personal information is transmitted to the authentication processing unit 210 and the voice call response unit 210a, or transmitted to the intermediate server 31 via the data communication unit 216.

The data communication unit 216 has an interface function for connecting the data communication line 50 from the intermediate server 31 of the external organization 30.
For example, the data communication unit 216 transmits information necessary for the intermediate server 31 to perform authentication processing based on data communication to the intermediate server 31, or intermediate information necessary for the service providing server 21 to perform authentication processing. It has a function of receiving from the server 31.

  The private branch exchange 22 notifies the service providing server 21 of a function for connecting to the telephone 23 based on a telephone call from the operation terminal 11 of the user 10 and information on a telephone number based on the telephone call from the operation terminal 11. It has the function to do. The private branch exchange 22 can use an IP-PBX compatible with an IP telephone or a SIP server compatible with a SIP compatible telephone when the operation terminal 11 uses an IP telephone or a SIP compatible telephone. . When connecting to the service provider 20 using an IP telephone or a SIP-compatible telephone, a network line is used as the telephone line network 40. In this case, a data communication line network can be used as the telephone line network 40, but it is naturally a different route from the data communication line network 50 for data communication.

The service provider 20 includes a plurality of telephones 23.
The telephone 23 is provided for the operator 20 a to make a voice call with the operation terminal 11 via the private branch exchange 22 by the telephone 23.

  In addition, the service providing company 20 includes a plurality of information devices 24. The information device 24 is configured by, for example, a personal computer (PC). The information device 24 displays personal information on a display unit (monitor) included in the information device 24. For example, the operator 20 a can respond to the user 10 while viewing the personal information displayed on the display unit provided in the information device 24.

  The personal information database 25 has a function for storing information (personal information) that identifies an individual managed by the service providing server 21. Information for identifying the individual stored here for the user 10 who uses the service providing system 1 is stored in advance before the execution of the service providing system 1. The information for identifying an individual includes, for example, name, date of birth, address, telephone number, identification number, account number, My Number (registered trademark), and the like. In addition, the information for identifying an individual may include a password and voice information for automatic voice recognition as necessary.

  The external organization 30 is a separate and independent organization from the service providing company 20. Thus, the external organization 30 is provided to improve the authentication accuracy by making the organization independent of the service providing company 20. The external organization 30 includes an intermediate server 31.

  The intermediate server 31 is connected between the operation terminal 11 and the service providing server 21 of the service providing company 20 via the data communication network 50. The intermediate server 31 includes an authentication processing unit 310 having a function of performing an authentication process mainly based on data communication, and a data communication unit 312. In the present embodiment, the intermediate server 31 is arranged in the external organization 30 which is a separate organization independent of the service providing company 20. However, the present invention is not limited to this. Inside, the service providing server 21 may be arranged independently, or the authentication processing unit 310 may be provided by a method of providing a system different from the authentication processing unit 210.

Authentication processing unit 310 includes a data communication response unit 310a.
The data communication response unit 310a has a function for receiving information such as a telephone number, an identification number, and a password obtained from the service providing server 21, and card information received via data communication.
And the authentication process part 310 carries out a matching process with the information received by the data communication response part 310a, for example, card information, a telephone number, an identification number, and a password, and the card information obtained from the operation terminal 11, It has a function of determining whether or not it matches.

  The data communication unit 312 functions as an interface for connecting the data communication line 50 from the operation terminal 11 and connecting the data communication line 50 from the service providing server 21.

(Overview of overall processing flow of service provision system)
The overall processing flow when using the service providing system 1 according to the present invention will be described. 4A to 4C are flowcharts showing an outline of the processing flow of the entire system in the service providing system according to the present invention.

FIG. 4A is a flowchart showing an example of the outline of the processing flow of the entire system in the service providing system according to the present invention.
The flow shown in FIG. 4A is a case where the service is provided after the authentication process is performed in the basic process flow, and the authentication process is performed in a single stage.

  First, the user 10 places an identification card on the card reader unit 12 connected to the operation terminal 11 (step S10). Next, the user 10 calls the service provider 20 (step S11). By this telephone call, the operation terminal 11 and the service providing company 20 are connected by voice call via the telephone line network 40, and the operation terminal 11 and the service providing company 20 or the intermediate server 31 of the external organization 30 exchange data. Connected via the communication network 50 and authentication processing is started (step S12). This authentication process is an authentication process using data communication and a voice call. Authentication processing in data communication uses card information recorded on an identification card. On the other hand, authentication processing in a voice call is mainly performed by a question and answer by a voice call with the user 10. Note that the authentication process in this voice call may be performed by automatic recognition based on voice information included in the voice call. If this authentication process is successful, a service providing process for presenting service contents to the operation terminal 11 is performed (step S13). On the other hand, if the authentication process fails, a line disconnection process is performed (step S14).

Subsequently, the processing flow of FIG. 4B will be described. FIG. 4B is a flowchart showing another example of the outline of the processing flow of the entire system in the service providing system according to the present invention.
The flow shown in FIG. 4B first performs the first authentication process, and performs the second authentication process having a higher authentication level than the first authentication process by the service item selected by the user 10. This is a case where authentication processing is performed in multiple stages.

  First, the user 10 places an identification card on the card reader unit 12 connected to the operation terminal 11 (step S20). Next, the user 10 calls the service provider 20 (step S21). By this telephone call, the operation terminal 11 and the service providing company 20 are connected by voice call via the telephone line network 40, and the operation terminal 11 and the service providing company 20 or the intermediate server 31 of the external organization 30 exchange data. Connected via the communication network 50 and authentication processing is started (step S22). However, the authentication process 1 (first authentication process) performed in step S22 has a lower authentication level than the authentication process performed in step S12 in FIG. 4A. If the authentication process is successful, a service providing process for presenting service contents to the operation terminal 11 is performed (step S23). On the other hand, if the authentication process fails, a line disconnection process is performed (step S24).

  Subsequently, the user 10 selects a desired service item from the presented service content (step S25). Here, it is determined whether or not to perform the second authentication process according to the authentication level of the service content selected by the user 10 (step S25). When the service item that requires the re-authentication process is selected, the authentication process 2 (second authentication process) having a higher authentication level than the authentication process performed in step S22 is performed (step S26). On the other hand, when a service item that does not require re-authentication processing is selected, service is provided (step S27). If authentication fails in the authentication process in step S22, a line disconnection process is performed (step S28), and all the processes are terminated after the service provision is completed.

FIG. 4C is a flowchart showing still another example of the outline of the processing flow of the entire system in the service providing system according to the present invention.
The flow illustrated in FIG. 4C is a flow that takes into consideration that the content of the provided service varies depending on the presence or absence of an identification card.

  First, the user 10 selects whether or not he has an identification card (step S30), and if so, places the identification card on the card reader unit 12 connected to the operation terminal 11 (step S30). S31). Next, the user 10 calls the service provider 20 (step S32). By this telephone call, the operation terminal 11 and the service providing company 20 are connected by voice call via the telephone line network 40, and the operation terminal 11 and the service providing company 20 or the intermediate server 31 of the external organization 30 exchange data. Connected via the communication network 50 and authentication processing is started (step S33). On the other hand, if the user does not have an identification card, the service provider 20 is called in that state (step S34). Next, in step S33, if the authentication is successful, a service is provided (step S35). In step S34, a limited service is provided after calling the service provider 20 or when the authentication process fails in step S33 (step S36). All processing ends after service provision ends.

  The provided service content includes a service item and service information corresponding to the service item. The service item indicates information for selection by the input unit 110d of the operation terminal 11. The service information can correspond to various things such as banking related to banking (net banking, telephone banking, etc.), online shopping, communication tools, and chat. In the authentication process, the authentication level can be adjusted according to the service content provided. This is set for a service item included in the service content to be provided, and whether authentication processing is required or what authentication processing is required is set. Specifically, the contents set for the necessity of authentication processing are, for example, (1) a service item that does not require re-authentication processing when selecting a service item, and (2) This is a case where a service item requiring authentication processing is selected, and (3) a service item is selected, and authentication processing is required only when the contents inputted and selected by the user 10 satisfy a predetermined condition. For example, an authentication level is set according to the provided service content, such as bank-related banking requiring an authentication process with a high authentication level but not requiring a high authentication level with chat or the like.

(Authentication process)
Next, authentication processing in the service providing system 1 according to the first embodiment will be described. 5 to 7 are process flowcharts showing an authentication process flow based on the service providing system 1 according to the first embodiment.

(Authentication process flow 1)
FIG. 5 is a process flowchart illustrating an example of an authentication process flow based on the service providing system according to the first embodiment.
In the flow shown in FIG. 5, a telephone number obtained via a telephone line is used to extract personal information in the authentication process.

  First, the user 10 places an identification card in the card reader unit 12 of the operation terminal 11 to acquire the identification number (card information) in the identification card at the operation terminal 11 and then issues it to the service provider 20. Call processing is started (step S40). When the data communication unit 112b is not incorporated in the operation terminal 11 and is configured as a dedicated device for controlling data communication, the dedicated device is started up in advance before step S40. To enable communication.

  Then, at the same time as the calling process is started, data communication is started. At this time, the address of the intermediate server 31 of the external organization 30 to be accessed is called from the information management unit 116 and accessed, and the intermediate server 31 is accessed from the operation terminal 11 using data communication simultaneously with the voice call. After the connection, the identification number (card information) is transmitted from the operation terminal 11 side to the intermediate server 31 (step S41).

  Next, the operator 20a of the service providing company 20 confirms a voice call via the telephone line network 40 from the user 10 by the telephone 23, and accesses by data communication via the data communication line network 50 by the information device 24. Make sure there is. Then, the voice call response unit 210a in the service providing server 21 extracts a telephone number (caller information) (step S42). Then, based on the extracted telephone number (sender information), the data extraction unit 214 queries the personal information database 25 for personal information (step S43), and extracts the personal information from the personal information database 25. (Step S44). Then, the extracted personal information is sent to the authentication processing unit 210, and at the same time, the identification number included in the extracted personal information is transmitted to the intermediate server 31 of the external organization 30 (step S45).

  Subsequently, the intermediate server 31 checks whether or not the identification number sent from the service providing company 20 matches the identification number sent from the operation terminal 11 of the user 10 (step S46). If the identification numbers match, the authentication process for data communication is terminated and the end of the authentication process for voice call is awaited. If the identification numbers do not match and are incorrect, line disconnection processing is performed (step S47).

  Note that another number associated with the identification number is determined in advance between the service providing company 20 and the intermediate server 31 of the external organization 30, and the exchange between the service providing company 20 and the intermediate server 31 of the external organization 30 is performed. In this data communication, by using the associated number, the authentication level can be further improved as compared with the case where the number is not used.

  Subsequently, the user 10 performs a voice call for authentication processing between the operation terminal 11 and the telephone set 23 of the service providing company 20. First, the operator 20a in the service providing company 20 confirms the personal information for authentication processing by inquiring of the user 10 personal information stored in the service providing company 20 by telephone conversation. This personal information is displayed on the display unit of the information device 24. Then, based on the extracted personal information displayed on the display unit of the information device 24, a name inquiry is made (step S48), and the user 10 responds to the inquiry (step S49). Based on the response from the user 10, the operator 20a of the service providing company 20 confirms whether the names match (step S50). If they do not match, line disconnection processing is performed (step S52).

  On the other hand, if they match, an inquiry is further made with other registered passbook number, address, date of birth, etc. (step S51), and personal information is authenticated. The user 10 responds (step S53). The service provider 20 confirms personal information (step S54). If they do not match, line disconnection processing is performed (step S55). Then, after the authentication process is completed, the service is provided.

  The authentication level can be adjusted by selecting the number and type of personal information to be confirmed from the extracted personal information.

(Authentication process flow 2)
FIG. 6 is a process flowchart illustrating a modification of the authentication process flow based on the service providing system according to the first embodiment.
In the flow shown in FIG. 6, card information obtained via a data communication line is used to extract personal information in the authentication process.

First, the user 10 places an identification card in the card reader unit 12 of the operation terminal 11 to acquire the identification number (card information) in the identification card at the operation terminal 11 and then issues it to the service provider 20. Call processing is started (step S60).
At the same time when the calling process is started, the intermediate server 31 of the external organization 30 is accessed from the operation terminal 11 using data communication, and after the connection, the identification number is assigned from the operation terminal 11 side to the intermediate server of the external organization 30 31 (step S61).

  Next, the operator 20a of the service providing company 20 confirms a voice call via the telephone line network 40 from the user 10 by the telephone 23, and accesses by data communication via the data communication line network 50 by the information device 24. Make sure there is. Then, the voice call response unit 210a in the service providing server 21 extracts a telephone number (caller information) (step S62).

  On the other hand, the intermediate server 31 of the external organization 30 further transmits the identification number (card information) transmitted from the operation terminal 11 to the service providing company 20 (step S63). Then, based on the received identification number (card information), the data extraction unit 214 queries the personal information database 25 for information (personal information) that identifies the individual (step S64), and the personal information database 25 Personal information is extracted from (step S65). Then, the extracted personal information including a password, an identification number, and the like necessary for authentication work in data communication is sent to the authentication processing unit 210, and at the same time, the extracted personal information is transmitted to the intermediate server 31 of the external organization 30. (Step S66).

  Subsequently, the intermediate server 31 of the external organization 30 displays the password to be input to the display unit 110c of the operation terminal 11 in order to ask the user 10 for the password (step S67). At the same time, if necessary, voice guidance for inputting a password is sent from the service provider 20 side to the user 10 (step S68). Then, the password input data of the user 10 and the password sent from the service provider 20 are collated (step S69), and if the passwords match, the process proceeds to the next step, and the intermediate server 31 determines that the operation terminal 11 Call log information is requested (step S70), and if the passwords do not match, line disconnection processing is performed (step S71).

After step S70, the operation terminal 11 reads the call log information from the call log storage unit 114 and transmits it to the intermediate server 31 (step S72), and the intermediate server 31 acquires the call log information. The call log information includes a call time, a call start time, a call end time, a caller telephone number, a destination telephone number, card information, and the like.
Subsequently, the intermediate server 31 extracts an identification number from the call log information (step S73). Then, it is confirmed whether or not the identification number and the identification number sent from the service provider 20 match (step S74). If the identification numbers match, the authentication process in the data communication is terminated and the voice call is made. Wait for the end of the authentication process. On the other hand, if the respective identification numbers do not match, line disconnection processing is performed (step S75).

  On the other hand, in step S66, the service providing server 21 performs a matching process between the telephone number extracted from the personal information database 25 and the telephone number extracted from the voice call (step S76). If they match, the process proceeds to the next step, and if they do not match, line disconnection processing is performed (step S77).

  Subsequently, the user 10 makes a call for authentication processing with the service provider 20. The operator 20a of the service providing company 20 confirms the personal information for authentication processing by inquiring of the user 10 personal information stored in the personal information database 25 by telephone conversation. For example, the operator 20a makes a name inquiry while confirming the extracted personal information with the information device 24 (step S78), and the user 10 responds with the operation terminal 11 (step S79). Based on the response from the user 10, the operator 20a of the service providing company 20 confirms whether the names match (step S80). If they do not match, line disconnection processing is performed (step S81).

On the other hand, if they match, an inquiry is further made with other registered other personal information, address, date of birth, etc. (step S82), and the user 10 responds with the operation terminal 11 (step S83). . Then, based on the response by the user 10, the operator 20a of the service providing company 20 checks whether the personal information matches (step S84). If they do not match, line disconnection processing is performed (step S85).
The authentication level can be adjusted by selecting the number and type of personal information to be confirmed from the extracted personal information.

(Authentication process flow 3)
FIG. 7 is a flowchart illustrating another modification of the authentication process flow based on the service providing system according to the first embodiment.
In FIG. 7, card information obtained via a data communication line is used for extracting personal information in the authentication process.

First, the user 10 places an identification card in the card reader unit 12 of the operation terminal 11 to acquire the identification number (card information) in the identification card at the operation terminal 11 and then issues it to the service provider 20. Call processing is started (step S90).
At the same time when the calling process is started, the intermediate server 31 of the external organization 30 is accessed from the operation terminal 11 using data communication, and after the connection, the identification number is assigned to the intermediate server of the external organization 30 from the operation terminal 11 side. 31 (step S91).

  Next, the operator 20a of the service providing company 20 confirms a voice call via the telephone line network 40 from the user 10 by the telephone 23, and accesses by data communication via the data communication line network 50 by the information device 24. Make sure there is. Then, the voice call response unit 210a in the service providing server 21 extracts a telephone number (caller information) (step S92).

  On the other hand, the intermediate server 31 of the external organization 30 further transmits the identification number transmitted from the operation terminal 11 to the service providing company 20 (step S93). Then, based on the received identification number (card information), the data extraction unit 214 queries the personal information database 25 for information (personal information) that identifies the individual (step S94), and the personal information database 25 Personal information is extracted from (step S95). Then, the extracted personal information including a password, an identification number, and the like necessary for authentication work in data communication is sent to the authentication processing unit 210, and at the same time, the extracted personal information is transmitted to the intermediate server 31 of the external organization 30. (Step S96).

  Subsequently, the intermediate server 31 of the external organization 30 displays the password to be input on the display unit 110c of the operation terminal 11 in order to request the user 10 to input the password (step S97). If necessary, voice guidance for prompting the user 10 to input the password is also sent from the service provider 20 side, and the user 10 uses the input unit 110d of the operation terminal 11 to enter the password. Is input (step S98). Then, the input data of the password of the user 10 and the password sent from the service provider 20 are collated (step S99), and if the passwords match, the process proceeds to the next step. Call log information is requested from the terminal 11 (step S100), and if the passwords do not match, line disconnection processing is performed (step S101).

After step S100, the operation terminal 11 reads the call log information from the call log storage unit 114 and transmits it to the intermediate server 31 (step S102), and the intermediate server 31 acquires the call log information. The call log information includes a call time, a call start time, a call end time, a caller telephone number, a destination telephone number, card information, and the like.
Subsequently, the intermediate server 31 extracts a telephone number and an identification number from the call log information (step S103). Then, it is checked whether or not the telephone number and identification number and the telephone number and identification number sent from the service providing company 20 match each other (step S104). In this case, the authentication process in the data communication is ended and the end of the authentication process in the voice call is awaited. On the other hand, if the telephone numbers do not match and the identification numbers match, an input request for updating the telephone number for additionally registering the telephone number is made to the user of this identification number (step S105). Further, at least when the identification numbers do not match, line disconnection processing is performed (step S106).

  On the other hand, in step S96, the service providing server 21 performs a matching process between the telephone number extracted from the personal information database 25 and the telephone number extracted from the voice call (step S107). If they match, the process proceeds to the next step. If they do not match, line disconnection processing is performed (step S108).

  In step S105, when a request for inputting a new telephone number for updating is made and the user 10 wishes to register a new telephone number (step S109), the input unit 110d of the operation terminal 11 is used. Then, a new telephone number is input (step S110). On the other hand, if a new telephone number is not registered, line disconnection processing is performed (step S111). Then, the personal information is updated in the personal information database 25, and a process for adding a new telephone number is performed (step 112).

  Subsequently, the user 10 makes a call for authentication processing with the service provider 20. The operator 20a of the service providing company 20 confirms the personal information for authentication processing by inquiring of the user 10 personal information stored in the personal information database 25 by telephone conversation. For example, the operator 20a makes a name inquiry while confirming the extracted personal information with the information device 24 (step S113), and the user 10 responds with the operation terminal 11 (step S114). Then, based on the response by the user 10, the operator 20a of the service providing company 20 checks whether the names match (step S115). If they do not match, line disconnection processing is performed (step S116).

On the other hand, if they match, an inquiry is made based on other registered personal information, address, date of birth, etc. (step S117), and the user 10 responds with the operation terminal 11 (step S118). . Based on the response from the user 10, the operator 20a of the service providing company 20 confirms whether the personal information matches (step S119). If they do not match, line disconnection processing is performed (step S120).
Thus, even in a situation where the telephone number to be used changes, authentication processing can be performed using card information obtained via a data communication line in order to extract personal information in the authentication processing.

  The service providing system 1 shown in FIG. 1 is connected to the operation terminal 11 and the service providing server 21 via the data communication network 50 and is authenticated based on information acquired by data communication from the operation terminal 11. A data communication response unit 310a that receives card information transmitted from the operation terminal 11, and information that identifies an individual transmitted from the service providing server 21. And authentication processing unit 310 that performs authentication processing of whether or not the received card information matches, so that terminal operation 11 side is unaware of the information obtained from both voice call and data communication. An authentication process is performed, and an authentication process with a high authentication level is easily performed.

  Further, in the service providing system 1 shown in FIG. 1, the service providing server 21 extracts the caller information included in the voice call from the operation terminal 11 and the card information transmitted from the operation terminal 11. A data communication response unit 310a for receiving the information, a data extraction unit 214 for extracting information for identifying an individual from the personal information database 25 based on at least one of the extracted caller information and the received card information, Since it includes an authentication processing unit 210 that performs an authentication process as to whether or not the extracted information for identifying an individual matches at least one of the extracted caller information and the received card information. Whether authentication processing is performed based on information obtained from both voice call and data communication without being conscious of the operation 11 side High authentication process with easy authentication level is performed. In other words, by using both voice calls and data communications for individuals with weak information who cannot use PCs, smartphones, tablet devices, etc., individuals can use the ID and password pushbutton buttons for conventional voice calls. Provided is a service providing system that provides personal authentication with a higher security level than authentication and can perform personal authentication at a high security level even though the user 10 uses an interface centered on voice calls. sell.

  Further, in the service providing system 1 shown in FIG. 1, in the information via data communication, the intermediate server 31 is arranged between the operation terminal 11 and the service providing server 21, and the intermediate server 31 transmits the transmitted card. The data extraction unit 214 of the service providing server 21 includes a data communication unit 312 that transmits information to the service providing server 21. The data extracting unit 214 of the service providing server 21 has a function of extracting information identifying an individual from the personal information database 25 based on the transmitted card information. The service providing server 21 includes an authentication processing unit 210 that performs an authentication process to determine whether or not the extracted caller information matches the extracted information for identifying an individual. Since authentication processing based on the sender information in the service providing server is performed in addition to the authentication processing based on It is possible to improve the authentication level.

Furthermore, in the service providing system 1 shown in FIG. 1, since the authentication processing unit 310 of the service providing server 21 or the intermediate server 31 has a function of performing authentication processing by voice call, the user 10 of the operation terminal 11 actually Can be confirmed interactively by voice with the operator 20a on the service providing server 21 side, so that both the user 10 and the operator 20a can obtain a sense of security regarding the authentication processing.
As a result, even though the user 10 is communicating by voice call, the user 10 is not aware of it, or uses data communication that does not place a heavy burden on the user 10. Accordingly, it is possible to configure a service providing system that supports personal authentication with a higher security level than conventional voice calls and multimodal information display with less stress on the user 10.

  In the service providing system 1 shown in FIG. 1, the authentication processing unit 310 of the intermediate server 31 performs a function of performing an authentication process as to whether or not the password information input from the operation terminal 11 and the information for identifying an individual match. The authentication level can be further improved by adding an authentication process by inputting a password.

  Further, the service providing system 1 shown in FIG. 1 includes a call log storage unit 114 in which the operation terminal 11 stores call log information having at least card information and caller information related to the operation terminal 11. Since the authentication processing unit 310 has a function of performing an authentication process as to whether or not the call log information transmitted from the operation terminal 11 matches the information for identifying an individual, the call included in the operation terminal 11 in the authentication process Considering the log information, it is possible to perform an authentication process with the information stored in the operation terminal 11, and the authentication level can be further improved.

  Furthermore, in the service providing system 1 illustrated in FIG. 1, the authentication processing unit 310 of the intermediate server 31 performs authentication processing for determining whether or not the call log information transmitted from the operation terminal 11 matches the information for specifying an individual. If the caller information does not match, a function for requesting the operation terminal 11 to input new caller information and the caller information transmitted from the operation terminal 11 are added to the personal information database 25. The caller information does not match in the authentication process using the call log information when accessed by a new operation terminal 11, but at this time, the caller information is newly added. With this function, the service providing system can be used after updating the personal information even when the operation terminal 11 different from the initial setting is used. That.

  Further, the service providing system 1 shown in FIG. 1 can easily associate the operation terminal 11 with the service providing server 21 when the caller information is a telephone number.

  Furthermore, if the card information is an identification number, the service providing system 1 shown in FIG. 1 can easily perform a match / mismatch authentication process by a matching process based on the number.

Next, an authentication process in the service providing system 1 ′ according to the second embodiment will be described.
FIG. 8 is an illustrative view showing a configuration example of the second embodiment in the service providing system according to the present invention. FIG. 9 is a block diagram showing an expanded example of the internal structure of the service providing server shown in FIG. The description of the configuration with the same reference numerals common to the service providing system 1 according to the first embodiment is omitted.

The service providing system 1 ′ according to the second embodiment is different from the service providing system 1 according to the first embodiment in that the external organization 30 (intermediate server 31) is not included in the authentication process. Therefore, the service providing system 1 ′ according to the second embodiment has a configuration in which the data communication response unit 210 b is included in the authentication processing unit 210 in the service providing server 21.
And it has the function to provide the authentication process and service which used the voice call and data communication between the operation terminal 11 of this user 10, and the service provision company 20. FIG.

  Even when the service providing system 1 ′ is used, the flowchart of the entire system processing flow in the service providing system according to the present invention shown in FIGS. 4A to 4C can be applied. At this time, the data communication response unit 310 a in the authentication processing unit 310 of the intermediate server 31 corresponds to the data communication response unit 210 b in the authentication processing unit 210 of the service providing server 21.

  Subsequently, an authentication process in the service providing system 1 ′ according to the second embodiment will be described. FIGS. 10 to 12 are process flowcharts showing an authentication process flow based on the service providing system 1 ′ according to the second embodiment.

(Authentication process flow 4)
FIG. 10 is a processing flowchart illustrating an example of an authentication processing flow based on the service providing system according to the second embodiment.
In the flow shown in FIG. 10, a telephone number obtained via a telephone line is used for extracting personal information in the authentication process.

  First, the user 10 places an identification card in the card reader unit 12 of the operation terminal 11 to acquire the identification number (card information) in the identification card at the operation terminal 11 and then issues it to the service provider 20. Call processing is started (step S120). When the data communication unit 112b is not incorporated in the operation terminal 11 and is configured as a dedicated device for controlling data communication, the dedicated device is started up in advance before step S120. To enable communication.

  Then, at the same time as the calling process is started, data communication is started. At this time, the address of the service providing server 21 to be accessed is called from the information management unit 116 and accessed, and the service providing server 21 is accessed from the operation terminal 11 using data communication at the same time as the voice call. Later, the identification number (card information) is transmitted from the operation terminal 11 side to the service providing server 21 (step S121). In data communication, the data communication response unit 210b receives the identification number (card information) sent from the operation terminal 11.

Next, the operator 20a of the service providing company 20 confirms a voice call via the telephone line network 40 from the user 10 by the telephone 23, and accesses by data communication via the data communication line network 50 by the information device 24. Make sure there is.
Then, the voice call response unit 210a in the service providing server 21 extracts a telephone number (caller information) (step S122). Then, the data extraction unit 214 inquires of the personal information database 25 based on the extracted telephone number (sender information) (step S123), and extracts the personal information from the personal information database 25. Is done. The extracted personal information is sent to the voice call response unit 210a by the data extraction unit 214 (step S124) and simultaneously sent to the data communication response unit 210b (step S125).

  Subsequently, the data communication response unit 210b confirms whether or not the received identification number matches the identification number included in the information for identifying the individual extracted from the personal information database 25 (step S126). If the identification numbers match, the authentication process for data communication is terminated and the end of the authentication process for voice call is awaited. If the identification numbers do not match, line disconnection processing is performed (step S127).

  Subsequently, the user 10 performs a voice call for authentication processing between the operation terminal 11 and the telephone set 23 of the service providing company 20. First, the operator 20a in the service providing company 20 confirms the personal information for authentication processing by inquiring of the user 10 personal information stored in the service providing company 20 by telephone conversation. This personal information is displayed on the display unit of the information device 24. Then, based on the extracted personal information displayed on the display unit of the information device 24, a name inquiry is made (step S128), and the user 10 responds to the inquiry (step S129). Based on the response from the user 10, the operator 20a of the service providing company 20 confirms the name (step S130). If they do not match, line disconnection processing is performed (step S131).

  On the other hand, if they match, an inquiry is further made with other registered passbook number, address, date of birth, etc. (step S132), and personal information is authenticated. The user 10 responds (step S133). The service provider 20 confirms personal information (step S134). If they do not match, line disconnection processing is performed (step S135). Then, after the authentication process is completed, the service is provided.

(Authentication process flow 5)
FIG. 11A is a diagram illustrating a processing flowchart showing a modification of the authentication processing flow based on the service providing system according to the second embodiment, and FIG. 11B is a processing showing a modification of the authentication processing flow following FIG. 11A. It is a flowchart.
In the flow shown in FIGS. 11A and 11B, card information obtained via a data communication line is used for extracting personal information in the authentication process.

First, the user 10 places an identification card in the card reader unit 12 of the operation terminal 11 to acquire the identification number (card information) in the identification card at the operation terminal 11 and then issues it to the service provider 20. Call processing is started (step S140).
Then, at the same time as the calling process is started, data communication is started. At this time, the address of the service providing server 21 to be accessed is called from the information management unit 116 and accessed, and the service providing server 21 is accessed from the operation terminal 11 using data communication at the same time as the voice call. Later, an identification number (card information) is transmitted from the operation terminal 11 side to the service providing server 21 (step S141). In data communication, the data communication response unit 210b receives the identification number (card information) sent from the operation terminal 11.

Next, the operator 20a of the service providing company 20 confirms a voice call via the telephone line network 40 from the user 10 by the telephone 23, and accesses by data communication via the data communication line network 50 by the information device 24. Make sure there is.
Then, the voice call response unit 210a in the service providing server 21 extracts a telephone number (caller information) (step S142).

  Based on the received identification number (card information), the data communication response unit 210b in the service providing server 21 makes an inquiry about personal information to the personal information database 25 (step S145). Personal information is extracted from the information database 25. The extracted personal information is sent to the voice call response unit 210a by the data extraction unit 214 (step S144) and simultaneously sent to the data communication response unit 210b (step S145).

  Subsequently, the data communication response unit 210b displays the password to be input on the display unit 110c of the operation terminal 11 in order to request the user 10 to input the password (step S146). In addition, if necessary, voice guidance for prompting the user 10 to input a password is played from the service providing company 20 side, and the user 10 uses the input unit 110d of the operation terminal 11. A password is entered (step S147). Then, the password input data of the user 10 and the password sent from the service provider 20 are collated (step S148). If the passwords match, the process proceeds to the next step, and the data communication response unit 210b Call log information is requested from the terminal 11 (step S149), and if the passwords do not match, line disconnection processing is performed (step S150).

After step S149, the operation terminal 11 reads out the call log information from the call log storage unit 114 and transmits it to the data communication response unit 210b in the service providing server 21 (step S151). Get log information. The call log information includes a call time, a call start time, a call end time, a caller telephone number, a destination telephone number, card information, and the like.
Subsequently, the data communication response unit 210b extracts a telephone number and an identification number from the acquired call log information (step S152). When the telephone number and identification number extracted from the call log information and the telephone number and identification number in the extracted personal information match (step S153), and each of the telephone number and identification number matches Then, the authentication process in the data communication is finished and the end of the authentication process in the voice call is awaited. On the other hand, if the telephone numbers do not match and the identification numbers match, an input request for updating the telephone number for additionally registering the telephone number is made to the user 10 of this identification number (step S154). Further, at least when the identification numbers do not match, line disconnection processing is performed (step S155).

  In step S154, when the input of a new telephone number for update is requested and the user 10 wishes to register a new telephone number (step S156), the input unit 110d of the operation terminal 11 is used. A new telephone number is input (step S157). On the other hand, if a new telephone number is not registered, line disconnection processing is performed (step S158). Then, the personal information is updated in the personal information database 25, and a process for adding a new telephone number is performed (step S159).

  On the other hand, the voice call response unit 210a performs a matching process between the telephone number extracted from the personal information database 25 and the telephone number extracted from the voice call extracted in step S142 (step S160). If they match, the process proceeds to the next step. If they do not match, line disconnection processing is performed (step S161).

  Thereafter, the user 10 makes a call with the service provider 20 for authentication processing. The service providing company 20 confirms the personal information for the authentication processing by inquiring the user 10 with the personal information stored in the personal information database 25 of the service providing company 20 by telephone conversation. For example, a name inquiry is made from the extracted personal information (step S162), and the user 10 responds (step S163). The service provider 20 checks whether the names match (step S164). If they do not match, line disconnection processing (step S165).

(Authentication process flow 6)
FIG. 12 is a process flowchart illustrating another modification of the authentication process flow based on the service providing system according to the second embodiment.
The flow shown in FIG. 12 shows a process flowchart in which a telephone number obtained via a telephone line is used for extracting personal information in the authentication process, and the authentication process is performed by automatic authentication.

First, the user 10 places an identification card in the card reader unit 12 of the operation terminal 11 to acquire the identification number (card information) in the identification card at the operation terminal 11 and then issues it to the service provider 20. Call processing is started (step S170).
Then, at the same time as the calling process is started, data communication is started. At this time, the address of the service providing server 21 to be accessed is called from the information management unit 116 and accessed, and the service providing server 21 is accessed from the operation terminal 11 using data communication at the same time as the voice call. Later, an identification number (card information) is transmitted from the operation terminal 11 side to the service providing server 21 (step S171). In data communication, the data communication response unit 210b receives the identification number (card information) sent from the operation terminal 11.

Next, the operator 20a of the service providing company 20 confirms a voice call via the telephone line network 40 from the user 10 by the telephone 23, and accesses by data communication via the data communication line network 50 by the information device 24. Make sure there is.
Then, the voice call response unit 210a in the service providing server 21 extracts a telephone number (caller information) (step S172). Then, based on the extracted telephone number (sender information), the data extraction unit 214 queries the personal information database 25 for personal information (step S173), and extracts the personal information from the personal information database 25. Is done. The extracted personal information is sent to the voice call response unit 210a by the data extraction unit 214 (step S174) and simultaneously sent to the data communication response unit 210b (step S175).

  Subsequently, the data communication response unit 210b confirms whether or not the received identification number matches the identification number included in the information for identifying the individual extracted from the personal information database 25 (step S176). If the identification numbers match, the authentication process for data communication is terminated and the end of the authentication process for voice call is awaited. If the identification numbers do not match and are incorrect, line disconnection processing is performed (step S177).

On the other hand, the user 10 performs a voice call for authentication processing between the operation terminal 11 and the telephone set 23 of the service provider 20. The service providing company 20 confirms the personal information for the authentication processing by inquiring the user 10 with the personal information stored in the personal information database 25 of the service providing company 20 by telephone conversation. For example, the full name is inquired from the extracted personal information by an automatic response (step S178), and the user 10 responds (step S179). In the service providing company 20, matching processing based on voice recognition is performed (step S180).
If the voice information matches, the authentication process is terminated and the personal information is authenticated. If they do not match, line disconnection processing is performed (step S181).

The service providing system 1 ′ has the same effects as the service providing system 1 described above, and also has the following effects.
In the service providing system 1 ′ shown in FIG. 8, the service providing server 21 extracts a voice call response unit 210 a that extracts caller information included in a voice call from the operation terminal 11, and card information transmitted from the operation terminal 11. A data communication response unit 210b to receive, a data extraction unit 214 to extract information for identifying an individual from the personal information database 25 based on at least one of the extracted caller information and received card information, and extraction And the authentication processing unit 210 that performs an authentication process as to whether or not at least one of the extracted caller information and the received card information matches, the terminal operation is performed. Since the authentication process is performed based on information obtained from both voice call and data communication without being conscious of the 11 side, Authentication processing with a high authentication level is easily performed. In other words, by using both voice calls and data communications for information weak persons who cannot use PCs, smartphones, tablet terminals, etc., by using the buttons on the ID and password pushphones in conventional voice calls Providing a service providing system that provides personal authentication with a higher security level than personal authentication and enables user 10 to perform personal authentication at a high security level even though the user 10 uses an interface centered on voice calls. Yes.

Further, in the service providing system 1 ′ illustrated in FIG. 8, when the authentication processing unit 210 of the service providing server 21 has a function of performing an authentication process by voice call, the user 10 of the operation terminal 11 actually provides the service. Since it can be confirmed interactively by voice with the operator 20a on the server 21 side, both the user 10 and the operator 20a can obtain a sense of security regarding the authentication processing.
As a result, even though the user 10 is communicating by voice call, the user 10 is not aware of it, or uses data communication that does not place a heavy burden on the user 10. Accordingly, it is possible to configure a service providing system that supports personal authentication with a higher security level than conventional voice calls and multimodal information display with less stress on the user 10.

  Further, in the service providing system 1 ′ shown in FIG. 8, the authentication processing unit 210 of the service providing server 21 performs an authentication process as to whether or not the password information input from the operation terminal 11 and the information for identifying an individual match. Having a function to perform the authentication process can be further improved by adding an authentication process by inputting a password.

  8 includes a call log storage unit 114 in which the operation terminal 11 stores call log information having at least card information and caller information related to the operation terminal 11, and includes a service providing server. If the authentication processing unit 210 of 21 has a function of performing an authentication process as to whether or not the call log information transmitted from the operation terminal 11 matches the information for specifying an individual, the authentication process is included in the operation terminal 11. By considering the call log information, it is possible to perform an authentication process with the information stored in the operation terminal 11 added, so that the authentication level can be further improved.

  Furthermore, in the service providing system 1 ′ shown in FIG. 8, the authentication processing unit 210 of the service providing server 21 authenticates whether or not the call log information transmitted from the operation terminal 11 matches the information specifying the individual. In the process, if the caller information does not match, the function for requesting the operation terminal 11 to input new caller information and the caller information transmitted from the operation terminal 11 are stored in the personal information database 25. In addition, the caller information does not match in the authentication process using the call log information when accessed by the new operation terminal 11, but at this time, the caller information is newly added. Even if the operation terminal 11 different from the initial setting is used, the service providing system is used after updating the personal information. It is possible.

  In addition, the service providing system 1 ′ shown in FIG. 8 has a function of performing an authentication process based on voice recognition using the voice information of the user 10, and specifies an individual without increasing the burden on the user 10. Authentication level can be improved.

  As described above, the authentication process presented in the previous authentication process flow is as follows. 1. matching process based on sender information; 2. matching process based on card information; 3. matching process based on password; 4. Matching process based on speech recognition; The authentication processing based on the response by voice call can be grouped into processing items by individual authentication processing.

1. Matching process based on caller information For example, in the authentication process based on the matching process based on caller information shown in the process performed in step S76 in FIG. 6 or step S153 in FIG. A number is used. Specifically, in this authentication process, the telephone number extracted from the voice call is matched with the telephone number extracted from the personal information database 25 by the data extraction unit 214 (included in the information specifying the individual). The

2. Matching process based on card information For example, in the authentication process by the matching process based on card information shown in the process performed in step S74 of FIG. 6, for example, an identification number is used as the card information. Specifically, in this authentication process, the identification number received from the operation terminal 11 is matched with the identification number extracted from the personal information database 25 by the data extraction unit 214 (included in the information specifying the individual). The

3. Matching Process Based on Password For example, in the authentication process based on the matching process based on the password shown in the process performed in step S99 of FIG. 7, the password input and received from the operation terminal 11 and the data extraction unit 214 The password extracted from the information database 25 (included in the information specifying the individual) is subjected to matching processing.
The password used in the authentication process may be an input from the operation terminal 11 using data communication or a question in a conversation by voice call. An appropriate selection can be made so as to select and authenticate the communication method for which the authentication level is to be raised.

4). Matching process based on voice recognition For example, in the authentication process based on the matching process based on voice recognition, which is shown in the process performed in step S180 in FIG. 12, the voice call response unit 210a The biometric information based on the voice information stored in advance in the personal information database 25 is subjected to matching processing.

5. Authentication process based on response by voice call For example, in the authentication process based on the response by voice call from the user 10 performed in step S50 of FIG. 5 or step S130 of FIG. 10, use is made based on the name and other personal information. This is performed by a conversation between the operation terminal 11 of the person 10 and the telephone 23 of the operator 20a.

Note that the authentication processing flows shown in FIGS. 5 to 7 and FIGS. 10 to 12 are examples. That is, the authentication process executed in the service providing systems 1 and 1 ′ according to the present invention can be configured by a combination of the process items of the authentication process described above.
The means for executing each authentication process can be arbitrarily selected.

  For example, the authentication process 1 (first authentication process) performed in step S22 of FIG. 4B can be performed by one of these authentication process items or a combination thereof, and step S26 of FIG. 4B. The authentication process performed in the authentication process 2 (second authentication process) is performed by one of these authentication process items, or a combination thereof, and the authentication process 1 (first authentication process). By selecting an authentication process that has not been performed, it is possible to further improve the authentication level as necessary in accordance with the service item selected by the user 10.

  Although not shown in the figure, when performing authentication processing by data communication, for example, the service providing company 20 displays the password input on the display device of the operation terminal 11 by data communication, and the service providing company. 20 tells the user 10 to input the password from the calling telephone by voice guidance. In confirming the password, both verbal responses in voice calls, input by the input unit 110d of the operation terminal 11 in data communication, or input by button operation from a dedicated device may be used together. Here, the password is exemplified as the additional authentication process, but the date of birth, account number, address, and the like of the user 10 held by the service providing company 20 may be used.

  For example, the intermediate server 31 may restrict the authentication work only while the identification card of the user 10 is placed on the card reader unit 12.

  Further, for example, in FIG. 4B, an authentication process different from the process item of the authentication process performed in the authentication process 1 (first authentication process) may be performed in the authentication process 2 (second authentication process). preferable.

(Line disconnect processing)
Next, the processing flow of the line disconnection process when authentication cannot be performed in the authentication process in the service providing system according to the present invention will be described.
FIG. 13 is a flowchart showing a processing flow of line disconnection processing when authentication is not performed by the authentication processing in the service providing system according to the present invention, and (a) is not authenticated by the authentication processing based on data communication. (B) is a case where the authentication process based on the voice call is not authenticated.

First, a case where authentication cannot be performed in data communication will be described.
When it is determined that the authentication has failed in the data communication (step S190), the service providing server 21 is notified of the authentication failure (step S191), and at the same time, the data communication line is disconnected (step S192). After step S191, the authentication process by voice call is interrupted (step S193), and the user 10 is notified by voice call that authentication failure and line disconnection will be performed (step S194). Then, line disconnection of the voice call is performed (step S195), and the line disconnection process ends (step S196).

Next, a case where authentication cannot be performed in a voice call will be described.
When it is determined that the authentication has failed in the voice call (step S200), the authentication failure is notified to the intermediate server 31 (step S201), and the data communication line is disconnected (step S202). Simultaneously with these processes, authentication by voice call is interrupted (step S203). Subsequently, the user 10 is notified by voice call that the authentication is failed and the line is disconnected (step S204). Then, line disconnection of the voice call is performed (step S205), and the line disconnection process is completed (step 206).

(Service provision processing)
Next, the outline of the processing flow of the service providing process based on the service providing system according to the present invention will be described. FIG. 14 is a process flowchart showing an example of a general process flow of the service providing process based on the service providing system according to the present invention. The general processing flow of the service providing process shown in FIG. 14 is common to the service providing system 1 according to the first embodiment and the service providing system 1 ′ according to the second embodiment.

The service providing process can use at least one of data communication and voice call for the response from the operation terminal 11 to the service providing server 21.
Provision of service contents by data communication from the service providing server 21 is displayed on the display unit 110c of the operation terminal 11, and provision of service contents by voice call is provided by the operator 20a by voice call using the telephone set 23. The As described above, when the service content is provided, the service content can be visually confirmed by exchanging through the voice call while the information displayed on the display unit is visually confirmed. Therefore, the user 10 can receive the service with a sense of security.

  First, the user 10 makes a request for service item presentation from the operation terminal 11 to the service providing server 21 via the data communication line 50a (step S210). At this time, using the microphone 110a of the operation terminal 11, the user may request the operator 20a of the service providing company 20 to present service items by voice call via the telephone line 40a. Subsequently, in response to this, the service providing unit 212 of the service providing server 21 transmits / inquires service items to the operation terminal 11 via the data communication line 50a (step S211). At this time, the operator 20a may use the telephone 23 to notify the user 10 of the service item by voice call via the telephone line 40a. Then, the service item is selected by the user 10 using the input unit 110d of the operation terminal 11 (step S212). At this time, using the microphone 110a of the operation terminal 11, the result of selection of the service item by voice call may be transmitted to the operator 20a of the service providing company 20 via the telephone line 40a.

  Subsequently, based on the service item selected by the user 10, the service providing unit 212 determines whether authentication processing is necessary (step S213). If a service item that requires re-authentication processing is selected, authentication processing 2A is performed (step S214), and service content transmission / inquiry regarding the selected service item is performed via the data communication network 50. (Step S215). On the other hand, when a service item that does not require re-authentication processing is selected, the service content related to the selected service item is transmitted / inquired via the data communication network 50 (step S215). At this time, the service content may be presented to the user 10 by voice call using the telephone 23 via the telephone line 40a.

  Next, the user 10 inputs and selects necessary items using the input unit 110d of the operation terminal 11 (step S216). At this time, using the microphone 110a of the operation terminal 11, necessary items may be transmitted to the operator 20a of the service providing company 20 through a telephone line 40a through a voice call. Then, based on the input / selection of necessary items by the user 10, the service providing unit 212 further determines whether further re-authentication processing is necessary (step S217). If an input / selection that requires a further authentication process is performed, an authentication process 2B is performed (step S218), and a service content process for the input / selection is performed via the data communication network 50 (step S218). S219). On the other hand, if further re-authentication processing is not required, service content processing for input / selection is performed via the data communication network 50 (step S219).

  Subsequently, the user 10 uses the input unit 110d of the operation terminal 11 to select whether to end the service providing process (step S220). If not, the process returns to step S200. On the other hand, if the process is to be terminated, a voice call / data communication line disconnection process is performed (step S211).

  Note that an authentication level is set in the service item transmitted / inquired from the service providing server 21 to the operation terminal 11 according to the service content related to the service item. The authentication level set in the service item is, for example, (1) a service item that does not require re-authentication when selecting a service item, or (2) a service that requires re-authentication when selecting a service item. Item (3) This is a case where authentication processing is required only when a service item is selected and the content input / selected by the user 10 satisfies a predetermined condition. As described above, if it is set whether or not to execute the authentication process according to the service item, whether or not to execute the authentication process is set according to the service item. When processing is performed, the authentication level on the user 10 side can be reduced or improved according to the contents of the service.

  Here, the entire flow has been described by the authentication processing shown in FIGS. 5 to 7 and FIGS. 10 to 12 and the service provision processing of FIG. The authentication processing methods shown in FIGS. 5 to 7 and FIGS. 10 to 12 start from data communication, and after authentication processing by data communication is completed, they are performed in the order of authentication processing by voice call. Data communication and voice call may be performed in parallel or alternately. However, when the information obtained from the other is needed, the user waits until the other information is obtained.

  Next, specific examples of processing relating to service provision will be described using the entire processing flow of the service provision system in FIGS. 4A to 4C as appropriate.

  First, the service provision shown in FIG. 15 will be described. The service is also provided by using both data communication and voice communication methods.

(Service provision process 1)
With reference to FIG. 15, a processing flow for providing a service of a bank that is a service providing company 20 will be described as an example.
FIG. 15 is a process flowchart showing an example of the process flow of the service providing process based on the service providing system according to the present invention.
Information provision by data communication is displayed on the display unit 110c of the operation terminal 11, and information provision by voice call is provided by voice call using the microphone 110a and the speaker 110b. Note that the answering method of the user may be a voice call or data communication.

  First, a service menu is displayed on the display unit of the operation terminal 11 by data communication (step S230). For example, service items such as balance inquiry, deposit / withdrawal inquiry, transfer, and transfer are displayed and selected from these service items (step S231). When the balance inquiry is selected (step S232), the balance is displayed (step S233).

  If transfer is selected (step S234), the transfer bank name is selected, and then input guidance such as the transfer account number, transfer name, transfer amount, etc. is displayed or voice guidance is added to the display. , Button operation or input by voice (step S235) (At this time, the bank side may be handled by the operator, or may be automatically handled using voice synthesis or voice recognition. ). When each condition input by verbal or button operation is completed, the contents of the input transfer are displayed on the display unit 110c of the operation terminal 11 (step S236). When the user 10 confirms the transaction content, the request content is executed by a button operation on the input unit 110d from the operation terminal 11 or an answer by voice call (step S237).

  When transfer is selected (step S238), the transfer destination bank name is selected, and then input guidance such as the transfer destination account number and transfer amount is displayed, or voice guidance is provided in addition to the display. Input by button operation or by voice (step S239) (Note that at this time, the operator may handle the response by the operator, or may perform automatic response using speech synthesis or speech recognition.) . When each condition input by verbal or button operation is completed, the content of the input transfer is displayed on the display unit 110c of the operation terminal 11 (step S240). When the user 10 confirms the transaction content, the request content is executed by a button operation on the input unit 110d of the operation terminal 11 or an answer by voice call (step S241).

  When other items are selected (step S242), the items included in the other items are displayed in a menu (step S243), the item to be executed is selected from the menu of the other items, and the condition corresponding to the item is input. (Step S244). The contents and conditions entered for the selected item are displayed (step S245), and after the user 10 confirms the contents and conditions, the requested contents are executed (step S246).

  Here, the transaction is completed, and it is selected whether to return to the initial menu or to disconnect the voice communication and data communication in order to end the transaction (step S231). When the end is selected, the service provision is terminated (step S247).

  The provision of the service shown in FIG. 15 is also provided by both data communication and voice communication methods. The provision of service contents by data communication is displayed on the display unit 110c of the operation terminal 11, and the provision of service contents by voice call is provided by a call using the microphone 110a and the speaker 110b of the operation terminal 11. Note that the answering method of the user 10 may be voice call or data communication.

(Service provision process 2)
Next, a description will be given with reference to FIG. 16 including authentication processing in service provision according to the overall flow of FIG. FIG. 16 is a process flowchart showing a modification of the process flow of the service providing process based on the service providing system according to the present invention.

FIG. 16 shows a processing flow corresponding to FIG. 4B. In FIG. 4B, first, a first authentication process with a low authentication level is performed, and a second authentication process with a higher level than the first authentication process is performed in the service providing process in accordance with the service content provided. is there. Here, the processing flow is shown when the second authentication process is not performed when a service is selected, but only when a high authentication level is required according to the service item. For example, when the transfer is selected, the authentication process is not started at that stage, but the second authentication process is performed only when the transfer amount is a predetermined amount or more.
Again, both data communication and voice call communication methods are used for both authentication processing and service provision. The provision of service contents in the data communication is displayed on the display unit 110c of the operation terminal 11, and the provision of service contents in the voice call is provided by a voice call using the microphone 110a and the speaker 110b of the operation terminal 11. Note that the answering method of the user 10 may be voice call or data communication.

  The provision of the bank service starts when the service content is displayed on the display unit 110c of the operation terminal 11 by data communication (step S250). For example, service items such as balance inquiry, transfer, and transfer are displayed and selected from these items (step S251). When the balance inquiry is selected (step S252), the balance is displayed on the display unit 110c of the operation terminal 11, and the balance is read out (step S253).

  When transfer is selected (step S254), a screen for selecting the bank name to be transferred, and then input guidance such as the transfer account number, transfer name, and transfer amount, or voice and display guidance are made. Input by verbal or button operation of the operation terminal 11 (step S255) (At this time, even if the operator responds, the operator responds automatically using speech synthesis and speech recognition. It doesn't matter.) It is determined whether or not the service requires a second authentication process based on the input transfer condition amount (step S256). If the conditions require the second authentication process, the second authentication process is performed (step S257). If the authentication fails, line disconnection processing is performed (step S258). If the authentication is successful, the process is the same as that when the authentication process is not required, and the input transfer details are displayed on the display unit 110c of the operation terminal 11 (step S259). When the user 10 confirms the transaction content, the request content is executed by a button operation on the input unit 110d of the operation terminal 11 or an answer by voice call (step S260).

  When transfer is selected (step S261), a screen for selecting a transfer destination bank name, input guidance such as a transfer destination account number and transfer amount, or voice and display guidance are displayed. (Step S262) (At this time, the bank may handle the response by the operator or automatically by using speech synthesis or speech recognition. ). It is determined whether or not the service requires a second authentication process from the input transfer condition and transfer condition amount (step S263). If the conditions require the second authentication process, the second authentication process is performed (step S264). If the authentication fails, line disconnection processing is performed (step S258). If the authentication is successful, the processing is the same as that in the case where the authentication processing is not required, and the content of the input transfer is displayed on the display unit 110c of the operation terminal 11 (step S265). When the user 10 confirms the transaction content, the request content is executed by a button operation on the input unit 110d of the operation terminal 11 or an answer by voice call (step S266).

  When other is selected (step S267), another menu is displayed (step S268). A service item is selected and conditions are entered (step S269). It is determined whether or not the second authentication process is necessary according to the selected service item and condition (step S260). If authentication processing is necessary, authentication processing is performed (step S271). If authentication processing fails, line disconnection processing is performed (step S272). If the authentication is successful, a condition is displayed (step S273). If the authentication process is unnecessary, the same process is performed when the authentication process is successful (step S273). After confirming that the conditions input by the user 10 are correct, the selection item is executed (step S274).

  Here, the transaction is completed, and it is selected whether to return to the initial menu or to disconnect the voice call and data communication in order to end (step S271). With this flow, the service provision is terminated (step S275).

  The authentication processing method here starts from data communication, and after the authentication processing by data communication is completed, the authentication processing by voice call is performed in the order, but actually, data communication and voice call are performed in parallel. Or may be performed alternately. However, when the information obtained from the other is needed, it waits until the other information is obtained.

(Service provision process 3)
Next, as a service providing company 20, services of an online mail order company or a company that operates an online bulletin board in the case where an authentication level sufficient for processing a bank is not required will be described.
FIGS. 17A to 17H are diagrams showing examples of display contents displayed on the display unit of the operation terminal in the service providing process of the service providing system according to the present invention.
The authentication process can be realized by omitting unnecessary authentication items from the authentication methods shown in FIGS. Further, the system configuration assumes the configuration shown in FIG. 8 that does not use the intermediate server 31 of the external institution 30. However, if it is desired to increase the authentication level, the configuration using the intermediate server 31 of FIG. 1 may be used. Absent. The service contents will be described below based on the procedure. For example, FIG. 11A, FIG. 11B, and FIG. 14 are referred for the authentication process and service provision process concerning provision of the service shown in FIG.

  First, the user 10 presses a button to which the telephone number of the online mail order company, which is the service providing company 20, is assigned while the identification card of the operation terminal 11 is placed on the card reader unit 12, or the service providing company 20 When you make a call to the phone number of an online shopping company, you are connected to the online shopping site by data communication at the same time as the voice call connection. The identification number of the user 10 is read together with the connection, and authentication processing is performed on the mail-order side by an authentication method such as authentication by identification number, authentication by telephone number, or authentication by password.

Next, service provision will be described. After authentication, the display unit 110c of the operation terminal 11 displays a shopping top screen of the mail order site (including user-specific information such as shopping history). Here, FIG. 17A is displayed, and at the same time, voice guidance for shopping is provided. The user 10 can hear about the speaker 110 b of the operation terminal 11.
The user 10 selects a desired number from the top screen options “1. PC, 2. Home appliance, 3. Clothing, 4. AV device / camera” in FIG. Go to b). In the same manner, the detailed display contents are sequentially advanced as shown in FIG. 17C (data communication for pressing a button as the input unit 110d of the operation terminal 11 even in response to a voice call from the microphone 110a of the operation terminal 11). Response may be used).

For example, “2. Home appliances” in FIG. 17A is selected on the display unit 110c of the operation terminal 11, and “3. Household appliances” is selected and displayed from the displayed FIG. 17B. “2. Vacuum cleaner” is selected from 17 (c), “2. Cyclone type” is selected from the displayed FIG. 17 (d), and “Select by manufacturer” is selected from the displayed FIG. 17 (e). Then, “1. Company A” is selected from the displayed FIG. 17F, and “Company A 3. G type” is selected from the displayed FIG. 17G, and the displayed FIG. Is displayed according to the selection by the user 10 on each display screen.
In this way, several options are displayed on the display unit 110c of the operation terminal 11. From the major classification to the minor classification, the target product to be purchased while selecting the options displayed on the screen by number. Is repeated until is reduced to some extent. A price and a photograph (depending on the display function of the operation terminal) are displayed at a narrowed-down stage. When the product to be purchased is decided, a selection screen for continuing shopping or confirming the purchase is displayed. If the shopping is continued, the screen returns to the top screen, and if the purchase is confirmed, the screen is moved to the settlement screen.

Subsequently, when settlement is confirmed, a list of purchased items, a total amount, etc. are displayed on the display unit 110c of the operation terminal 11, or a list is output from a printer (not shown) connected to the operation terminal 11. Confirmation by this display is not possible with a service using a telephone, and involves the purchaser's peace of mind. By this presentation, the user can confirm the purchased product, and after confirming these displays, the final decision is made. After the final decision is made, the credit card number registered in advance for the user 10 who is the owner of the identification card is sent to the address in the personal information registered at the same time as the identification number. You will be charged for the product.
As described above, by using the service providing systems 1 and 1 ′ according to the present invention, it is possible to provide an online mail order with a configuration centering on voice calls without using a terminal such as a smartphone, a tablet terminal, or a PC.

(Service provision process 4)
Next, a communication service (group message system) realized by display on a display unit using data communication and voice call and voice communication with a user will be described with reference to FIG.
FIGS. 18A to 18F are diagrams showing other examples of display contents displayed on the display unit of the operation terminal in the service providing process of the service providing system according to the present invention.

The screen displayed on the display unit 110c of the operation terminal 11 is shown in the same manner as in FIG. 17, and “3. By item” in FIG. 18A is selected, and “3. The “deal information” is selected, “3. Dining out” is selected from the displayed FIG. 18C, and “1. AB house” is selected from the displayed FIG. 18D, and the displayed FIG. From (e), “1. Beef bowl was cheap” is selected, and the displayed display screen of FIG. 18 (f) is displayed according to the selection on each display screen by the user 10.
In this way, the process shifts from a large item to a detailed item. The content to be read in FIG. 18 (f) can be selected, and the content can be added. Here, the number of choices is about four items, but when the screen size of the display device is large, a large amount of information can be presented, and the number of items can be arbitrarily set. When the display unit 110c of the operation terminal 11 is a touch panel, the item may be selected by touching the screen.

  Here, the service provision and its method will be described in the order of operation. First, the user 10 presses the call button of the other party that provides the service or dials the other party's telephone number in a state where the identification card is placed on the card reader unit 12 of the operation terminal 11 to connect. The partner system receives a connection request from the user 10 and performs personal identification and authentication processing using the identification number read from the user side. Data is extracted from the database that stores the relationship with the service corresponding to the registered individual (registered), and the top screen of the service content for the individual is displayed on the display unit 110c of the operation terminal 11, and the voice guidance is provided. Flows from the handset (speaker 110b) of the operation terminal 11. The user selects a service from the displayed content and proceeds to the details of the selected content. The user's data input method is a simple input method such as input by button operation in the input unit 110d of the operation terminal 11 for selection of a number or the like, or input by voice of the receiver for the contents to be recorded. .

  As the displayed contents, posted contents within a group registered by a group such as a friend of the user 10 or a group such as a hobby are displayed. On the top screen, “1. By time”, “2. By caller”, “3. By item”, “4. New information”, and the like are displayed. Regarding “4. New arrival information”, when a new recording is performed by the owner of another identification number participating in the theme, it is displayed that there is new arrival information on the top screen, and the number of the new arrival information is selected. Thus, a list of newly arrived information is displayed, and by selecting an item number to be listened to, the newly recorded content can be heard. Here, when selecting by item, “1. Hobbies”, “2. Events / Events”, “3. Deals”, “4. Next screen”, “5. New registration”, etc. are displayed. Then, by repeating such selection, the details are transferred. In the content details, by selecting an item number, the content can be heard or viewed. New information can be added by selecting a new recording.

(Service provision process 5)
Next, a reception system realized by display on a display using a call and a voice call with a user will be described with reference to FIG.
FIGS. 19A and 19B are diagrams showing still another example of display contents displayed on the display unit of the operation terminal in the service providing process of the service providing system according to the present invention.

FIG. 19 shows a processing flow corresponding to FIG. 4C. The flow illustrated in FIG. 4C is a flow that takes into consideration that the content of the provided service varies depending on the presence or absence of an identification card.
When the operation terminal 11 is installed and used in a public facility such as a police box, an identification card can be distributed to local residents, but an identification card can be used for foreign tourists. It cannot be distributed. From such a background, it is inconvenient that the service cannot be provided when the identification card is not owned. Therefore, it is necessary to change the service contents depending on whether or not the identification card is owned.
In addition, it is possible to respond to visitors by installing the operation terminal 11 in an unattended reception where there is no person such as a company or an unmanned police box. When dealing with visitors at the reception of companies, etc., identification cards are issued for those who frequently visit the company, but identification cards are not issued for those with low frequency. .

  For example, the example at the time of installing the operation terminal 11 in an unmanned police box is shown. FIG. 19A shows an example of a menu screen displayed on the display unit 110c of the operation terminal 11 when there is an identification card, and FIG. 19B shows when there is no identification card. In the menu screen when there is an identification card shown in FIG. 19A, an item “1. Information for Mr. A” is included. The second and lower items in FIG. 19A are “2. Call the police station”, “3. Directions”, “4. Message”, “5, Event / event guide”, “6. Lost items”. Contains content items.

Each item displayed on the display unit 110c of the operation terminal 11 installed in the unmanned police box will be described below.
In “1. Information for Mr. A”, the service content for individuals is included in the lower hierarchy of the item. In “2. Call the police station”, you can talk by pressing the call button. By selecting the number of the desired item from the items that flowed in the guidance, the operation proceeds to the next operation. Next, in “3. Directions”, you can call the police station. In “4. Message”, you can record a message to a police officer. In “5. Event and Event Guide,” events held in the area are provided. In “6. Services such as making a call to the corresponding counter of the station are provided.

Next, the service contents will be described according to the procedure under the condition that the operation terminal 11 is installed in the police box.
First, the user 10 possessing the identification card enters an unmanned police box. And in the police box, for example, there is a signboard with the content “Please pick up the handset if you want. If you have an identification card, place it on the card reader.” In accordance with the presentation of the signboard, the receiver configured by the microphone 110a and the speaker 110b of the operation terminal 11 is taken. When the identification card is placed on the card reader, the "1. Information to Mr. A", "2. Call the police station", "3. Directions", "4. Message", " At the same time as guidance such as “5. Event / event guidance” and “6. Lost items”, service contents corresponding to the above-mentioned items are displayed on the display unit 110c of the operation terminal 11.

  On the other hand, even when the identification card is not possessed, the guidance and the service contents are displayed on the display unit 110c of the operation terminal 11 in the same manner. One item is selected from the display menu, and the service is provided by the detailed item. The items displayed on the display unit 110c of the operation terminal 11 when the identification card is not held are the same as the menu items 2 to 6 among the items shown in FIG.

  For example, the operation terminal 11 installed in a public place such as a police box may have a microphone 110a and a speaker 110 in the operation terminal 11 shaped like a receiver, or a receiver including the microphone 110a and the speaker 110b. However, it may be provided so as to be connected by a cable independently of the terminal body. This is because the user 10 can use the operation terminal 11 without resistance because the operation terminal 11 is in the form of a handset.

  In addition, when the operation terminal 11 is installed at a company reception, for example, when an identification card is possessed, the identification card is simply placed on the card reader unit 12 to directly contact the person in charge who is always associated. A person who is set to make an extension call and does not have an identification card receives a limited service according to the display of the menu screen displayed on the display unit 110c of the operation terminal 11. In this way, different services can be provided between a person who has an identification card and a person who does not have an identification card. In addition, communication log information such as who used which service, how much a person who does not have an identification card used, and at what time zone used the communication log information corresponding to the service provider 20. It is possible to collect all operation terminals 11 from a specific department of a general company.

  The service providing system according to the present invention is a service providing system having a higher authentication level than that of the conventional authentication process, particularly when a user who is not good at operating a personal computer, for example, performs a voice call or a simple button operation. It can be used, and it is suitably used for a service providing system that presents information on services such as mail-order sales not only with voice but also with a multimodal interactive system of voice and screen display.

DESCRIPTION OF SYMBOLS 1, 1 'service provision system 10 User 11 Operation terminal 12 Card reader part 20 Service provision company 20a Operator 21 Service provision server 22 Private branch exchange (PBX)
23 telephone 24 information device 25 personal information database 30 external organization 31 intermediate server 40 telephone line network 40a telephone line 50 data communication line network 50a data communication line 110 external input / output unit 110a microphone 110b speaker 110c display unit 110d input unit 112 communication function unit 112a Data communication unit 112b Voice call unit 114 Call log storage unit 116 Information management unit 210, 310 Authentication processing unit 210a Voice call response unit 210b, 310a Data communication response unit 212 Service providing unit 214 Data extraction unit 216, 312 Data communication unit

Claims (18)

A service providing system using an identification card including card information,
The service providing system includes:
An operation terminal for individually connecting to a telephone line network and a data communication line network, performing voice communication via the telephone line network, and performing data communication via the data communication line network;
An authentication process based on information obtained by voice communication from the operation terminal and information obtained by data communication, individually connected through the operation terminal and the telephone line network and the data communication line network; A service providing server for performing service providing processing for presenting service content to the operation terminal;
With
The operation terminal is
Card information reading means for reading the card information from the identification card;
Voice call means for exchanging voice calls via the telephone line network with a microphone and a speaker;
Data communication means for transmitting the read card information via the data communication network;
Including
The service providing server includes:
Voice call response means for extracting caller information included in a voice call from the operation terminal;
Data communication response means for receiving card information transmitted from the operation terminal;
Data extracting means for extracting information for identifying an individual from personal information storage means based on at least one of the extracted caller information and the received card information;
Authentication processing means for performing the authentication processing as to whether or not the extracted information identifying the individual and at least one of the extracted caller information and the received card information match;
As a result of the authentication process, when authenticated, service providing means for performing the service providing process to the operation terminal;
Including service provision system. A service providing system using an identification card including card information,
The service providing system includes:
An operation terminal for individually connecting to a telephone line network and a data communication line network, performing voice communication via the telephone line network, and performing data communication via the data communication line network;
A service providing server for performing a service providing process for individually connecting the operation terminal via the telephone line network and the data communication network and presenting service contents to the operation terminal;
An intermediate server connected to both of the operation terminal and the service providing server via the data communication network, and performing an authentication process based on information acquired by data communication from the operation terminal;
With
The operation terminal is
Card information reading means for reading the card information from the identification card;
Voice call means for exchanging voice calls via the telephone line network with a microphone and a speaker;
Data communication means for communicating the read card information via the data communication network;
Including
The service providing server includes:
Voice call response means for extracting caller information included in a voice call from the operation terminal;
Data extracting means for extracting information for identifying an individual from personal information storage means based on the extracted sender information;
Data communication means for transmitting the information for identifying the extracted individual to the intermediate server;
Service providing means for performing the service providing process to the operation terminal when authenticated as a result of the authentication process in the intermediate server;
Including
The intermediate server is
Data communication response means for receiving card information transmitted from the operation terminal;
Authentication processing means for performing the authentication processing as to whether or not the information identifying the individual transmitted from the service providing server matches the received card information;
Including service provision system. The intermediate server is
Data communication means for transmitting the transmitted card information to the service providing server,
The data extraction means of the service providing server includes:
A function of extracting information for identifying an individual from the personal information storage means based on the transmitted card information;
The service providing server includes:
The service providing system according to claim 2, further comprising authentication processing means for performing the authentication processing as to whether or not the extracted caller information matches the extracted information for identifying an individual. The authentication processing means of the service providing server or the intermediate server is
4. The service providing system according to claim 1, further comprising a function of performing an authentication process by voice call. The authentication processing means of the service providing server or the intermediate server is
5. The function according to claim 1, further comprising a function of performing the authentication process as to whether or not the password information input from the operation terminal matches the information for identifying the individual. 6. Service provision system. The operation terminal is
Call log storage means for storing call log information having at least card information and caller information related to the operation terminal;
The authentication processing means of the service providing server or the intermediate server is
6. The function according to claim 1, further comprising a function of performing the authentication process as to whether or not the call log information transmitted from the operation terminal matches the information for identifying the individual. The service provision system described. The authentication processing means of the service providing server or the intermediate server is
When the caller information does not match in the authentication process whether or not the call log information transmitted from the operation terminal matches the information specifying the individual, a new message is sent to the operation terminal. A function that requests input of caller information;
A function of storing sender information transmitted from the operation terminal in addition to the personal information storage means;
The service providing system according to claim 6.   The service providing system according to any one of claims 1 to 7, wherein the caller information is a telephone number.   The service providing system according to any one of claims 1 to 8, wherein the card information is an identification number. The service providing means includes:
10. The service providing system according to claim 1, wherein when the card information cannot be received, service providing processing is performed based on limited service content. 11. The operation terminal is
Including information management means for storing identification card placement information indicating whether or not an identification card is placed in the card information reading means,
The authentication processing means of the service providing server or the intermediate server is
11. The service provision according to claim 1, wherein the authentication processing is performed only when it is determined that the identification card is placed based on the identification card placement information. system. The authentication processing means of the service providing server or the intermediate server is
13. The service providing system according to claim 1, further comprising a function of performing authentication processing based on voice recognition using voice information of a user included in the voice call.   13. The service providing system according to claim 1, wherein the card information reading unit and the operation terminal are integrally configured.   The service providing system according to any one of claims 1 to 13, wherein a microphone and a speaker of the operation terminal form a receiver. The operation terminal is
Display means for displaying service contents provided by the service providing server;
Input means for responding to the displayed service content;
The service providing system according to any one of claims 1 to 15, further comprising: The display means of the operation terminal is configured by a touch panel display,
The service providing system according to claim 15, wherein the input unit of the operation terminal is displayed on a display of the touch panel.   The service content includes a service item indicating information for selection by the input unit, and whether or not to execute the authentication process is set according to the service item. The service providing system according to claim 15 or 16. A telephone is connected to the service providing server via a private branch exchange,
When executing the service providing process,
16. The operation terminal and the telephone are connected via the telephone line network for a voice call when the service content is displayed on the display means of the operation terminal. The service providing system according to claim 17.