JP2018032296A - Form entry device and automatic transaction machine including the same - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide means capable of preventing entry error when entering a form such as a slip.SOLUTION: The form entry device includes: a placement display part for placing a form to be created; and a storage part for storing a piece of position information of each entry column in the form. A part corresponding to the entry column of the placement display part is highlighted based on the position information.SELECTED DRAWING: Figure 3

Description

  The present invention relates to a document entry device such as an entry table used when entering documents such as various notifications and slips, and an automatic transaction device including the document entry device.

  The conventional entry table detects the position of the document placed on the screen provided on the placement table with an infrared camera provided at the bottom, and provides a sample and help when filling in the form at a position that is easy for the customer to see with the projector provided at the bottom. Support information such as information is projected (for example, see Patent Document 1).

JP 2014-132478 A (paragraphs 0034-0036 and 0047, FIG. 2)

  However, in the above-described conventional technology, a slip entry sample is projected at a position that is easy for the customer to see on the screen, so depending on the type of the slip, for example, a name or account number, such as a transfer slip to another bank. In the case of a form with multiple entry fields, there may be a mistake in the entry field, and the customer has to correct the entry items at the counter or start over from the beginning. .

  The present invention has been made to solve the above-described problems, and an object of the present invention is to provide a means for preventing an entry error when entering a document such as a slip.

  In order to solve the above problems, the present invention provides a document entry device comprising a placement display unit for placing a document to be created, and a storage unit for storing position information of each entry column of the document, Based on the position information, a portion corresponding to the entry field of the above-described display display portion is highlighted.

  As a result, the present invention allows the customer to visually recognize the entry field, facilitates entry into the entry field by the customer, and prevents an entry error at the time of document preparation. Is obtained.

Explanatory drawing which shows the external appearance of the entry stand of Example 1 The block diagram which shows the entry stand of Example 1 The flowchart which shows the document entry assistance processing of Example 1 Explanatory drawing which shows the example of a display of the document classification selection screen of the operation display part of Example 1. FIG. Explanatory drawing which shows the example of a display of the mounting position display screen of the mounting display part of Example 1. FIG. Explanatory drawing which shows the example of a display of the entry assistance screen of the operation display part of Example 1. FIG. Explanatory drawing which shows the example of a display of the entry column guidance screen of the mounting display part of Example 1. FIG. Explanatory drawing which shows the other aspect of the entry column guidance screen of the mounting display part of Example 1. FIG. The block diagram which shows the automatic transaction apparatus of Example 2 Explanatory drawing which shows the external appearance of the automatic transaction apparatus of Example 2. Explanatory drawing which shows the example of a display of the transaction business selection screen of the automatic transaction apparatus of Example 2. Explanatory drawing which shows the example of a display of the terminal display screen of Example 2. The flowchart which shows the transaction business process of the automatic transaction apparatus of Example 2. Explanatory drawing which shows the example of a display of the account transaction selection screen of the automatic transaction apparatus of Example 2. Explanatory drawing which shows the example of a display of the document classification selection screen of the automatic transaction apparatus of Example 2. Flowchart showing customer support processing of center terminal of embodiment 2 Explanatory drawing which shows the example of a display of the connection request incoming call screen of the center terminal of Example 2. FIG.

  Embodiments of a document entry device according to the present invention and an automatic transaction device including the same will be described below with reference to the drawings.

  The entry table of this embodiment will be described below with reference to FIGS.

  An entry stand 1 as a document entry device of the present embodiment is installed in a lobby or the like in the vicinity of a store such as a branch of a financial institution such as a bank, and as shown in FIGS. It has a mounting plate 3 that extends to the front side of the base 2, an operation display unit 4 is provided on the front side of the upper part of the base 2, and a mounting display unit 5 is provided on the top surface of the mounting plate 3. A proximity sensor 6 a of the proximity detector 6 is provided on the front surface of the mounting plate 3.

  Documents created in this example are documents used for transactions and procedures at financial institutions, slips such as transfer slips and withdrawal slips, new account opening application forms, card loss, address change, name It is a notification form for various notifications such as changes.

  The operation display unit 4 includes a display screen such as an LCD and a touch panel as an input means arranged on the screen. The operation display unit 4 displays a document type selection screen, an auxiliary entry screen, and the like on the display screen. Accept selection input by customer via touch panel.

  The placement display unit 5 is provided with a display screen such as an LCD larger than the display screen of the operation display unit 4. The display screen is provided with a partition line 7 indicated by a broken line in FIG. It is divided into an entry area 5a for direct entry and entry work, and a guide sentence display area 5b for displaying a guide sentence in entry work such as a procedure for filling in a document.

  The partition line 7 may be provided in the center, or the position where the partition line 7 is displayed may be changed according to the size of the document.

  The proximity detection unit 6 includes a proximity sensor 6 a that is a reflection type sensor such as an ultrasonic type or an infrared type, and detects a customer who has entered a predetermined proximity detection range set on the front side of the entry table 1. The customer detection signal is output to the control unit 8 (see FIG. 2), the customer who has moved out of the predetermined proximity detection range is detected, and the customer departure signal is output to the control unit 8.

  The control unit 8 of the entry table 1 has a function of controlling each unit in the entry table 1 and executing document entry support processing and the like.

  The storage unit 9 of the entry table 1 stores a program executed by the control unit 8, various data used for the program, a processing result by the control unit 8, and the like.

  Further, the storage unit 9 includes coordinate positions of four corners of the rectangular document (referring to both ends of two diagonal lines) for each document type such as various slips, application forms, and various notification forms. Document size, two corners that are the opposite corners of the rectangle of each entry field, that is, position information consisting of the coordinate positions of both ends of one of the diagonal lines, and an entry field that is guided by the placement display unit 5 during the creation of the document Document information consisting of the guidance order is stored in advance.

The coordinate position in this case is set with the intersection on the front side of the display frame of the display screen of the placement display unit 5 and the partition line 7 as the origin.
In addition, the guidance order is set so that the placement position of the document to be created is displayed, and then the entry fields and the like are sequentially displayed according to a predetermined entry order.

  Hereinafter, the processing operation of the document entry support process by the entry stand 1 of the present embodiment will be described according to the step indicated by S in FIG.

  When a staff member at a financial institution turns on the entry table 1 at the start of work or the like, the program stored in the storage unit 9 of the entry table 1 is automatically activated, and the display screen of the operation display unit 4 Then, an initial screen that displays a word of appreciation for visiting the store is displayed.

  S1: The control unit 8 of the entry table 1 starts waiting in a customer waiting state while waiting for the proximity sensor 6a of the proximity detection unit 6 to detect a customer approaching the entry table 1 while displaying the initial screen. When a customer detection signal is output from the proximity detection unit 6, the process proceeds to step S2. When the customer leaving signal is output from the proximity detecting unit 6, the standby in the customer waiting state is continued.

  S2: The control unit 8 that has detected the proximity of the user by the customer detection signal displays the document type selection screen shown in FIG. 4 on the display screen of the operation display unit 4.

  On the document type selection screen, create a withdrawal slip to be used for withdrawal transactions, a statement that prompts the user to press the document type selection button, a “payment slip” button for creating a deposit slip to be used for deposit transactions at the counter. "Payment slip" button for making a payment, "Bank transfer slip" button for creating another bank transfer voucher to be used for transfer transaction to another bank, Create a bank transfer voucher to be used for transfer transaction to the bank "Bank transfer slip" button for creating a new account, "New account opening" button for creating a new account opening application, "Address change notification" button for creating an address change notification form, name change notification Document type selection buttons such as a “name change notification” button for creating a certificate and a “card loss notification” button for creating a card loss notification form are displayed.

  The customer brings a document for the counter transaction from the document rack installed near the entry table 1, in this embodiment, a transfer slip to another bank, and from the display screen of the operation display unit 4, the “transfer slip to other bank” Press the button.

  S3: The control unit 8 that recognizes the document type selection button pressed by the customer as a transfer slip by output from the operation display unit 4 addresses the other line from the document information stored in the storage unit 9 for each document type. The document information of the transfer slip is read, and the placement position display screen generated based on the read document information is displayed on the display screen of the placement display unit 5 according to the guidance order, and the display screen of the operation display unit 4 is displayed. An entry auxiliary screen corresponding to the placement position display screen is displayed.

On the placement position display screen, as shown in FIG. 5, the placement position is a placement position in which four corners of the actual size of the selected document are displayed in square brackets in the approximate center of the entry area 5 a. A placement frame is displayed, and the guidance text display area 5b includes an entry corresponding to the display content of the entry area 5a, such as a message for prompting the placement of the document in the placement frame displayed in the entry area 5a. A work guide is displayed.
Such corner marks are displayed based on the coordinate positions of the four corners of the document size of the read document information.

  In addition, as shown in FIG. 6, in addition to the same text as the text displayed in the guidance text display area 5b, the operation assisting section 4 has a work corresponding to the text (in this step, a document is displayed). The operation method at the time of completion of the operation, a “Next” button for instructing the end of the work, and the like are displayed.

  The customer places the transfer slip sent to the other bank in the placement frame, and presses the “Next” button displayed on the display screen of the operation display unit 4.

  S4: The control unit 8 that has recognized the transition to the next step by pressing the “next” button displays an entry field on the display screen of the placement display unit 5 in accordance with the guidance order (in this step, the name of the client) Is displayed on the operation display unit 4 and a supplementary entry screen corresponding to the entry guidance screen is displayed.

  As shown in FIG. 7, in the entry guidance screen, in the entry area 5a, an entry column is displayed in which a portion corresponding to the name entry column of the client in the placement frame is highlighted and highlighted. In 5b, a guidance text for entry work such as a word prompting entry of the customer name in the highlighted entry field of the entry area 5a is displayed.

  In such highlighting of the entry field, the area of the display screen corresponding to the entry field to be highlighted is specified based on the coordinate position of the entry field of the read document information, and its brightness is set in the surroundings of the placement frame. The lightness of the display screen is set to be relatively high, and only the entry field is brightened and displayed by the light transmitted from the back side.

  In FIG. 7, in order to clarify the highlighted entry field, it is shown with shading, but in reality, only the entry field to be entered becomes brighter due to the light transmitted from the back side of the document, The customer can easily recognize the entry field to be filled in.

  In addition to the same text as the text displayed in the guidance text display area 5b, the operation assisting section 4 provides an operation at the end of the work corresponding to the text (entry of customer designation in this step). A method and a “Next” button for instructing the end of the operation are displayed (see FIG. 6).

  The customer enters his / her name in the highlighted entry field with a ballpoint pen or the like, and presses the “Next” button from the display screen of the operation display unit 4 after the entry.

  S5: The control unit 8 that has displayed the entry guidance screen displays the entry guidance screen that is displayed is the last entry field in the guidance order, and the “Next” button is pressed from the entry assistance screen of the operation display unit 4. Determines the end of document entry and proceeds to step S7. If it is not in the last entry column of the guidance order, the process proceeds to step S6.

  S6: The control unit 8 waits for the customer to press the “Next” button on the entry assistance screen of the operation display unit 4, and when the “Next” button is pressed, the control unit 8 returns to Step S4 to guide the procedure. The following entry guidance screen is displayed.

  The processing operations in steps S4 to S6 are repeated until it is determined in step S5 that the completion of document entry is determined.

  S7: The control unit 8 that has determined the completion of document entry waits for the customer leaving signal to be output from the proximity detecting unit 6, and when the customer leaving signal is output from the proximity detecting unit 6, The document entry support process is terminated, and the process returns to step S1 to stand by in a customer waiting state while displaying the initial screen on the operation display unit 4.

  In this way, the document entry support process by the entry table 1 of the present embodiment is executed.

  As described above, in this embodiment, when the customer enters the document, the entry column for the document placed in the entry area 5a is matched with the entry column displayed in the guidance sentence display area 5b of the placement display unit 5. Is highlighted so that the customer can visually recognize the entry field, making it easier for the customer to fill in the entry field and preventing an entry error during document preparation.

  In the present embodiment, it has been described that the entry guidance screen displayed on the placement display unit 5 highlights and highlights only the entry column of the document placed in the entry area 5a. As shown in FIG. 5, the image of the downsized document is displayed in the guidance sentence display area 5b, and the same entry column of the document image in the guidance sentence display area 5b is displayed brightly in synchronization with the entry area 5a. Good.

  Further, in the present embodiment, it has been described that the entry column of the document placed in the entry area 5a is brightened and highlighted. However, the portion corresponding to the entry column may be blinked and highlighted. .

  Furthermore, in the present embodiment, the document to be created is described as an example of a document used at a financial institution's window, but the document is not limited to the above, and it may be a procedure sheet at a city hall or ward office. Good. In short, if the present invention is applied to a light-transmitting document that the customer needs to write by hand, the same effect as described above can be obtained.

  Further, in the placement position display screen, the corner mark of the actual size document displayed in the entry area 5a has been described as being displayed at the four corners. However, two corners that are opposite to the document, that is, one diagonal line of the document. You may make it display a corner mark on both ends of.

  Further, in the present embodiment, the corner mark of the actual size document has been described as being displayed at a preset position. However, as described below, the corner of the placed document is detected, and 4 Or you may make it display a corner mark in two corners.

  That is, an infrared beam type touch panel in which a plurality of infrared beams are arranged in a grid pattern is provided on the display screen of the placement display unit 5, and an entry area 5a is provided in the guidance sentence display area 5b of the placement position display screen. Display a message that prompts the user to place the document.

  When the customer places a document in the entry area 5a and presses the “next” button from the operation display section 4, the control section 8 prompts the guidance sentence display area 5b not to touch the entry area 5a. A word to the effect is displayed, and the direction of two orthogonal sides of the entry area 5a, that is, the length of the shadow of the document in the vertical and horizontal directions of the entry area 5a is detected by the portion where the infrared beam is blocked by the document.

  Then, the lengths of the long side and the short side of the document are obtained from the coordinate positions of the four corners of the document size of the document information, and the inclination angle of the document is calculated from these and the detected lengths of the vertical and horizontal shadows. Corner marks are displayed at four or two corners according to the corner.

  In this way, it is possible to improve the convenience of customers who have a habit of filling in documents at an angle.

  Below, the automatic transaction apparatus of a present Example is demonstrated using FIG. 9 thru | or FIG. Note that parts similar to those in the first embodiment are denoted by the same reference numerals, and description thereof is omitted.

  The automatic transaction apparatus 10 according to the present embodiment is an automatic teller machine having a function of supporting operation by a customer by voice and image such as VTM (Video Teller Machine), and is a branch of a financial institution such as a bank or a convenience store. As shown in FIG. 9, a host computer 11 installed in a financial institution is connected to the host computer 11 via a communication line 12 such as a dedicated line, and a center terminal 30 installed in the center of the financial institution is connected to the public. The network is connected via a communication network 13 such as a network.

  The automatic transaction apparatus 10 is a cash that automatically performs various transactions (referred to as account transactions) such as a deposit transaction, a withdrawal transaction, a transfer transaction, and a passbook entry with a customer using an existing account that has already been opened. It has a function as an automatic teller machine and creates documents such as opening a new account, card loss, address change, name change, etc. by the document entry support process of Example 1 above, and proof for identity verification It has a function of reading a document and performing a transaction business using the created document.

  The host computer 11 is connected to an automatic transaction apparatus 10 installed in a store or a normal automatic teller machine via a communication line 12, and accounts information such as the account number of the account of a customer who is an account opener, The customer's account is managed by holding the customer information such as the personal identification number, account balance, name, address, etc., and the account information read from the transaction card or passbook, the personal identification number by the customer, etc. It has a function of receiving transaction messages such as input information, performing identity authentication and updating the account balance of the customer's account, and sending the transaction availability to the transmission source automatic transaction apparatus 10 etc. .

  In addition, the host computer 11 receives transaction messages such as establishment of a new account, notification of change of address, notification of change of name, etc., and determines whether or not to establish the transaction business. In such a case, it has a function of assigning a new account number, updating a customer account address or name, and the like.

  Based on the connection request from the automatic transaction apparatus 10 connected via the communication network 13, the center terminal 30 communicates with the automatic transaction apparatus 10 of the transmission source by voice and image, and the customer's remote from the center It has a function to perform operation support.

  The automatic transaction apparatus 10 of a present Example is equipped with the structure shown in FIG. 9, FIG.

  The control unit 8 of the automatic transaction apparatus 10 has a function of executing the document entry support process described in the first embodiment, and is connected to the host computer 11 via the communication line 12 and the center terminal 30 via the communication network 13. In addition to having a function of executing various transaction processing and the like, it also controls mutual communication with the center terminal 30 using voice and images.

  The storage unit 9 of the present embodiment stores document information similar to that of the first embodiment.

  The operation display unit 4 of the present embodiment is provided on the table portion of the front panel 10a bent in a substantially “L” shape of the automatic transaction apparatus 10, and the display screen has a document type selection screen similar to that of the first embodiment. In addition to displaying an auxiliary entry screen, various transaction screens such as an account transaction selection screen used for automatic transactions with customers and an input screen such as a password input screen are displayed.

  The placement display unit 5 of this embodiment is embedded in the table portion of the front panel 10a, and is configured in the same manner as in the first embodiment.

  The proximity sensor 6a of the proximity detection unit 6 of the present embodiment is provided in a standing portion of the front panel 10a (see FIG. 10), and the customer who has entered a predetermined proximity detection range set on the front side of the automatic transaction apparatus 10 Is detected and a customer detection signal is output to the control unit 8, a customer who has left the predetermined proximity detection range is detected, and a customer withdrawal signal is output to the control unit 8.

  The card handling unit 15 reads and writes card information such as customer account information recorded in a magnetic stripe or IC chip of a transaction card such as a customer's cash card or credit card inserted from the card insertion slot 15a, At the end of the transaction, the transaction slip printed on the receipt sheet is ejected from the card insertion slot 15a together with the transaction card and returned to the customer.

  The passbook handling unit 16 reads and writes the passbook information such as the account information recorded in the magnetic stripe of the customer's passbook inserted from the passbook insertion port 16a, and records the transaction contents etc. in the inserted passbook. At the end of the transaction, the bankbook is provided with a bankbook issuing unit that issues a new bankbook to the customer, in addition to discharging the bankbook that has been booked from the bankbook insertion slot 16a and returning it to the customer.

  The banknote deposit / withdrawal unit 17 receives banknotes inserted by the customer through the banknote deposit / withdrawal port 17a at the time of deposit transaction, etc., discriminates and counts them and stores them in the storage, and is specified by the customer's operation at the time of deposit transaction, etc. The banknote corresponding to the amount of money is fed out from the storage and counted, and the banknote is accumulated in the banknote deposit / withdrawal port 17a and delivered to the customer.

  The coin deposit / withdrawal unit 18 accepts the coins inserted by the customer through the coin deposit / withdrawal port 18a at the time of deposit transaction, etc., discriminates and counts it, stores it in the storage, and designates it by the customer's operation at the time of deposit transaction, etc. Coins corresponding to the amount of money, change, etc. are paid out from the storage and counted, and these are accumulated in the coin deposit / withdrawal port 18a and delivered to the customer.

  The document reading unit 21 includes a document reader 21 a such as a stand scanner, and is placed with a field of view on the display screen of the document table 21 b and the placement display unit 5. And when taking a document reading instruction (steps SB8 and SB14 in FIG. 16 described later) from the center terminal 30, documents such as an application form and a notification form placed on the document table 21b, An image of a certificate such as a driver's license for identification is read and the document image is output to the control unit 8.

  The document collection unit 22 transports and stores documents, such as application forms and notification forms, which are input from the document insertion slot 22a and signed and sealed by the customer, in a collection box.

  The document printing unit 23 is configured by a printer or the like built in the automatic transaction apparatus 10, and prints a document such as an application form, a notification form, or a pamphlet based on a document printing instruction transmitted from the center terminal 30 to the customer. Deliver.

  The support display unit 24 includes a display screen such as an LCD, and displays an image of a staff member such as an operator resident in the center or an image such as a document for confirmation on the display screen.

  The customer image acquisition unit 25 includes a video camera 25a or the like provided on a standing part of the front panel 10a that captures a customer image on which a customer's operation operation or facial expression is projected. The camera is installed with the camera's field of view in mind, and at the time of dealings with a customer, a customer image mainly consisting of a video of the upper body of the customer is taken.

  The voice unit 26 includes a speaker that transmits voice, a microphone that collects voice, and the like. The voice of a staff member transmitted from the center terminal 30 is reproduced by the speaker and transmitted to the customer, and the sound is collected by the microphone. The customer's voice signal is output to the control unit 8.

  The center terminal 30 is configured by a server device, a personal computer, or the like, and has the configuration shown in FIG.

  The terminal control unit 31 is connected to the automatic transaction apparatus 10 via the communication network 13 and controls each unit in the center terminal 30 to execute customer support processing for customer operation support by a staff member, It also controls mutual communication by voice and image with the automatic transaction apparatus 10.

  The terminal storage unit 32 stores a program executed by the terminal control unit 31, various data used therefor, an application form, an input screen for each notification form, and the like.

  Further, the terminal storage unit 32 creates a standard format of the document and the document for each document type such as an application form for opening a new account and a notification form for notification of card loss, address change, name change, etc. The communication procedure at the time is stored in advance.

  The terminal display unit 33 includes a terminal display screen 33a such as an LCD, and the like. From the customer display image of the customer operating the transaction screen displayed on the automatic transaction apparatus 10 or the automatic transaction apparatus 10 on the terminal display screen 33a. A current screen such as a transaction screen displayed on the automatic transaction apparatus 10 to be transmitted, a document image, a business menu screen operated by an attendant, and the like are displayed.

  The input unit 34 is a character key or numeric keypad used when an attendant inputs an application form or various notification form entries, and an end operation, a confirmation operation, or a confirmation operation when the attendant creates a document such as an application form or a notification form. Are provided with a plurality of function keys, a mouse for pressing a selection button on the work menu screen displayed on the terminal display screen 33a of the terminal display unit 33, and the like.

  The clerk image acquisition unit 35 includes a video camera or the like that shoots clerk images showing the clerk's actions and facial expressions, and is installed with the camera's field of view facing the front side of the center terminal 30 to support customer operations, etc. When taking a picture, a clerk image mainly consisting of a video of the clerk's upper body is taken.

  The voice unit 36 includes a speaker that transmits voice, a microphone that collects voice, and the like. The voice of the customer transmitted from the automatic transaction apparatus 10 is reproduced by the speaker and transmitted to the attendant. The voice signal of the attendant is output to the terminal control unit 31.

  The document printing unit 37 is configured by a printer or the like connected to the center terminal 30 and prints a document or the like based on a print instruction from the center terminal 30 by a staff member.

  The display ringing unit 38 includes an alarm device having a rotating lamp that rotates while emitting light, a speaker that emits an electronic sound, and the like, and issues a warning when a connection request from the automatic transaction apparatus 10 is received. Notify incoming calls.

  As described above, the automatic transaction apparatus 10 according to the present embodiment, in addition to the transaction business for performing various account transactions using the existing account, applies for the opening of a new account while the customer receives operation support from the staff of the center. Center terminal 30 when the customer is at a loss in operation when performing transaction business such as making documents such as documents, notifications of various reports such as card loss, address change, name change, etc. It is configured to be able to perform remote operation support by a staff member.

  For this reason, when the customer visits the automatic transaction apparatus 10 of the present embodiment, the transaction operation selection screen shown in FIG. 11 is displayed on the display screen of the operation display unit 4 as the first screen.

  On the transaction business selection screen, a word prompting the user to press the selection button, an “ATM transaction” button for performing various account transactions using the function of an automatic teller machine using an existing account, "New Account" button for creating an application form for opening a new account while receiving operation support from the "Notification" for creating a notification form for various notifications while receiving remote operation support from an attendant Buttons and selection buttons such as a “call” button that is a staff call button for requesting operation support by the staff are displayed.

  When the transaction business selection screen is displayed, if the customer presses a transaction service selection button other than the clerk call button or the “ATM transaction” button, a connection request is transmitted from the automatic transaction apparatus 10 to the center terminal 30. As a result, communication by voice and image is possible between the customer and the staff, and the customer can perform each transaction while receiving operation support from the staff.

  On the other hand, when the connection with the automatic transaction apparatus 10 is completed, the terminal display screen 33a of the terminal display unit 33 of the center terminal 30 that has received the connection request has a support status display area 41, an ATM screen display area, as shown in FIG. 42, an image display area 43, and a work menu display area 44.

  In the support status display area 41, a video of a customer image taken by the video camera 25a of the customer image acquisition unit 25 is displayed in a large size, and a staff member photographed by the video camera of the staff image acquisition unit 35 of the center terminal 30 is displayed in the upper corner. The video of the image is displayed small.

  In the ATM screen display area 42, a current screen (in the example of FIG. 12, a transaction business selection screen) being displayed on the display screen of the operation display unit 4 of the automatic transaction apparatus 10 is displayed.

  In the image display area 43, the document reader 21a of the document reading unit 21 of the automatic transaction apparatus 10 receives a document image of a document such as an application placed on the document table 21b, and a certificate such as a driver's license. In addition to displaying the read image, the image of the document being filled in by the customer photographed by the document reader 21a is displayed.

  In the work menu display area 44, a work menu screen for staff work is displayed.

  On the business menu screen, a created document selection button for selecting the type of document to be created, such as opening an account by clerk operation, card loss, etc., and “transaction business end” for ending transaction business from the center terminal 30 side by clerk operation. "Button etc. are displayed.

  Below, the processing operation | movement of the transaction business process by the automatic transaction apparatus 10 of a present Example is demonstrated according to the step shown by SA using the flowchart shown in FIG.

  When a person in charge at a financial institution store turns on the automatic transaction apparatus 10 at the start of business or the like, the transaction business processing program stored in the storage unit 9 of the automatic transaction apparatus 10 is automatically activated.

  SA1: When the transaction business processing program is started, the control unit 8 of the automatic transaction apparatus 10 starts waiting in a customer waiting state waiting for the proximity sensor 6a of the proximity detection unit 6 to detect a customer. When the customer detection signal is output, the process proceeds to step SA2. When the customer leaving signal is output from the proximity detection unit 6, the standby is continued.

  SA2: The control unit 8 that has detected the proximity of the customer based on the customer detection signal displays the transaction operation on the display screen of the operation display unit 4 so that the plurality of transaction operation selection buttons and the agent call button shown in FIG. When the selection screen is displayed, waiting for the customer to press the transaction operation selection button or the clerk call button, and when it is recognized by the output from the operation display unit 4 that any button has been pressed To step SA3. When none of the buttons are pressed, the standby in the waiting state for pressing the transaction business selection button or the like is continued while displaying the transaction business selection screen.

  In this case, the customer selects the “ATM transaction” button when performing an account transaction by the automatic transaction apparatus 10 by his / her own operation, and when creating an application form for opening a new account while receiving operation support from the staff of the center. When creating a notification form for various notifications while receiving operation support from a clerk opening a new account button, request the operation support from the clerk at the center because the operation method of the transaction selection screen cannot be understood. To do so, press the “Call” button.

  SA4: The control unit 8 that recognizes the transaction operation or the like pressed by the customer by the output from the operation display unit 4 proceeds to step SA4 when the selection by the customer is recognized as an agent call. When the selection by the customer is other than the clerk call, that is, when it is recognized that the customer has selected the transaction business, the process proceeds to step SA7.

  SA5: The control unit 8 that has recognized that the selection by the customer is the clerk call, sends a connection request with a request reason for the clerk call to the terminal control unit 31 of the center terminal 30 via the communication network 13 (step SB1 in FIG. 16). ).

  SA6: After transmitting the connection request, when the control unit 8 that has monitored the connection state with the center terminal 30 that is the connection destination confirms the connection with the center terminal 30, the communication network between the center staff and the customer Communication by voice and image via 13 (referred to as voice image communication) is started.

  That is, the control unit 8 collects the customer voice collected by the microphone of the voice unit 26, the customer image taken by the customer image acquisition unit 25, and the current screen being displayed on the display screen of the operation display unit 4 to the center terminal 30. The transmission of the clerk's voice collected by the microphone of the voice unit 36 transmitted from the center terminal 30 after connection and reproduction by the speaker of the voice unit 26 and the clerk image taken by the clerk image acquisition unit 35. Starts to be displayed on the display screen of the support display unit 24.

  Thus, the customer can interact with the staff displayed on the support display unit 24, and can receive operation assistance from the staff if they verbally ask an operation method that cannot be understood.

  SA6: The control unit 8 that has started the audio / video communication waits for the connection with the center terminal 30 to be cut off while monitoring the connection state with the center terminal 30, and maintains the connection with the center terminal 30. If it is, the standby is continued.

  When the connection with the center terminal 30 is interrupted, it is determined that the customer operation support by the staff has been completed, the process returns to step SA2, and the transaction operation selection button or the like is waiting to be pressed while the transaction operation selection screen is displayed. Continue waiting.

  SA7: In step SA3, the control unit 8 recognizing that the customer has selected the transaction business moves to step SA8 when the transaction business selected by the customer is recognized as an ATM transaction. When the transaction business selected by the customer is recognized as a transaction business other than ATM transaction, that is, creation of a new account or documents for various reports, the process proceeds to step SA15.

  SA8: The control unit 8 that recognizes that the selection by the customer is an account transaction by the automatic teller machine function displays the account transaction selection screen shown in FIG. 14 on the display screen of the operation display unit 4.

  On the account transaction selection screen, a statement that the transaction is an ATM transaction, a statement that prompts the user to press the transaction selection button, a “drawer” button for a withdrawal transaction that is an account transaction, and a deposit transaction `` Deposit '' button, `` Transfer '' button for transfer transaction, `` Passbook entry '' button for passbook entry transaction to book unfilled transaction data in the passbook, `` For balance inquiry transaction to inquire account balance '' A transaction selection button for selecting the transaction type of the account transaction such as the “Balance inquiry” button is displayed, and in the lower corner of the account transaction selection screen is a clerk call button for requesting operation support by a clerk at the center. A “call” button is displayed.

  When a customer performs a desired account transaction by his / her own operation, he / she presses the transaction selection button for the account transaction on the display screen of the operation display unit 4 and cannot understand the operation method of the account transaction selection screen. When requesting operation support by pressing the “call” button.

  SA9: The control unit 8 that recognizes the account transaction pressed by the customer by the output from the operation display unit 4 proceeds to step SA13 when the selection by the customer is recognized as the account transaction. If the selection by the customer is recognized as an attendant call, the process proceeds to step SA10.

  SA10: Recognizing that the selection by the customer is an clerk call, the control unit 8 sends a connection request with a request reason to the clerk call to the terminal control unit 31 of the center terminal 30 via the communication network 13 (step SB1 in FIG. 16). ).

  SA11: After transmitting the connection request, the control unit 8 that has monitored the connection state with the center terminal 30 that is the connection destination confirms the connection with the center terminal 30, and performs the same as in step SA5. Start image communication.

  SA12: The control unit 8 that has started the voice image communication waits for the connection with the center terminal 30 to be cut off while monitoring the connection state with the center terminal 30, and maintains the connection with the center terminal 30. If it is, the standby is continued.

  When the connection with the center terminal 30 is interrupted, it is determined that the customer operation support by the staff has been completed, and the process returns to step SA8 to wait in the state waiting for pressing the transaction operation selection button while displaying the account transaction selection screen. Continue.

  SA13: On the other hand, when the control unit 8 recognizes that the account transaction has been selected in Step SA9, the transaction process of the account transaction such as the deposit transaction is executed according to the account transaction selected by the customer, and the transaction process is finished. To step SA14.

  Note that the processing operation of the account transaction processing is the same as the normal account transaction processing operation, and therefore the description thereof is omitted.

  In each transaction screen of account transaction in this case, a “call” button is displayed on each transaction screen, and when the “call” button displayed on the transaction screen is pressed, the above steps SA10 to SA12 are performed. Similarly, customer operation support by an attendant is performed.

  SA 14, the control unit 8 that has finished executing the transaction processing of the selected account transaction waits for the customer leaving signal to be output from the proximity detecting unit 6, and the customer leaving signal is output from the proximity detecting unit 6. When this happens, the transaction processing of the current account transaction is terminated, and the process returns to step SA1 to continue waiting in the customer waiting state waiting for the proximity detection unit 6 to detect the customer.

  SA15: The control unit 8 that the transaction business selected by the customer in step SA7 recognizes that a new account has been created and documents for various notifications have been created, sends a connection request with a request reason for document creation to the communication network 13 To the terminal control unit 31 of the center terminal 30 (step SB1 in FIG. 16).

  SA16: After transmitting the connection request, the control unit 8 that has monitored the connection state with the center terminal 30 that is the connection destination confirms the connection with the center terminal 30 in the same manner as in step SA5. Start image communication.

  SA17: The control unit 8 that has started the voice image communication displays a document type selection screen shown in FIG. 15 on the display screen of the operation display unit 4 in order to execute a transaction work related to document creation.

  On the document type selection screen, a statement that the transaction is to create a document, a statement that prompts the user to press the document type selection button, a “new account opening” button for creating a new account opening application, "Address change notification" button for creating address change notification form, "Name change notification" button for creating name change notification form, "Card loss notification" button for creating card loss notification form A document type selection button such as "." Is displayed.

The customer brings a desired document from a document rack installed in the vicinity of the entry table 1 and presses the document type selection button of the document from the display screen of the operation display unit 4.
In this case, when the operation support of the center staff is requested because the operation method of the document type selection screen cannot be understood, the voice image communication is already possible in step SA16. If you ask questions to the staff, you can receive operational assistance from the staff.

  Subsequent processing operations in steps SA18 to SA21 are the same as the processing operations in steps S2 to S6 of the first embodiment, and a description thereof will be omitted.

  SA22: The control unit 8 that has determined the completion of document entry notifies the terminal control unit 31 of the center terminal 30 (steps SB8 and SB15 in FIG. 16) via the communication network 13 that the entry has been completed. Then, the process proceeds to step SA23.

  SA23: The control unit 8 waits for reception of a document reading instruction from the center terminal 30 (steps SB9 and SB16 in FIG. 16), and proceeds to step SA24 when receiving the document reading instruction. If the document reading instruction has not been received, the process proceeds to step SA25.

  SA24: Upon receiving the document reading instruction, the control unit 8 places, on the document table 21b, documents such as an application form and a notification form, and a certificate such as a driver's license, which are filled in by the staff of the voice unit 26. Is reproduced by the document reader 21a, and the document reader 21a reads the image of the document or certificate placed on the document table 21b. To the center terminal 30 (steps SB10 and SB17 in FIG. 16).

  SA25: The control unit 8 confirms the confirmation screen with the input information of the application form and notification form entry from the center terminal 30 (steps SB11 and SB18 in FIG. 16) displayed in the form entry column of the standard format. The process waits for reception of an instruction. When a confirmation instruction is received, the process proceeds to step SA26. If the confirmation instruction has not been received, the process proceeds to step SA27.

  SA26: Upon receiving the confirmation instruction, the control unit 8 displays the received confirmation screen on the support display unit 24.

  That is, the control unit 8 changes and displays the clerk image displayed on the support display unit 24 on the confirmation screen for the entry in the application form or the notification form attached to the confirmation instruction, and displays it on the speaker of the voice unit 26. Plays a voice message from the staff member to confirm the items on the application form or notification form.

  The customer who has visually confirmed the confirmation screen displayed on the support display unit 24 communicates with the staff by voice, and if there is a correction in the displayed entry, if the person is verbally informed to that effect, the correction input of the staff Is displayed in the appropriate entry field and the customer verbally informs the attendant that all the entries are approved.

  On the other hand, after the confirmation screen is displayed, the control unit 8 waits for reception of a confirmation end notification from the center terminal 30 (steps SB11 and SB18 in FIG. 16), and supports when the confirmation end notification is received. The display on the display unit 24 is changed to an attendant image, and the process proceeds to step SA27.

  SA27: The control unit 8 waits for reception of a document print instruction with document print data attached from the center terminal 30 (steps SB12 and SB19 in FIG. 16). When the document print instruction is received, the control unit 8 proceeds to step SA28. Transition. If the document print instruction has not been received, the process proceeds to step SA29.

  SA28: Upon receiving the document printing instruction, the control unit 8 signs and stamps the printed application form or notification form from the staff through the speaker of the voice unit 26, and sends it to the document input port 22a of the document collection unit 22. A voice message prompting the user to input the document is reproduced, and after the document print data received by the document printing unit 23 is printed, the customer waits for the printed document to be input to the document input port 22a of the document collection unit 22. When the customer signs and seals the printed document and inserts the document into the document insertion slot 22a, the document is transported and stored in the collection box.

  When the document type attached to the document printing instruction is an application form for opening a new account or a card loss notification form, the control unit 8 storing the document in the document collection unit 22 proceeds to Step SA29.

  If the document type is not an application form for opening a new account or a card loss notification form (for example, an address change notification form), the input information for the document type attached to the document print instruction and the entry for the confirmed document Is sent to the host computer 11 via the communication line 12, and the process proceeds to step SA29.

  Receiving this, the host computer 11 determines the establishment of various transaction transactions for the customer based on the input information of the entry items in the notification form of the transaction message, and the corresponding item (for example, address) of the customer information of the customer. Rewrite and update the input information of the entry for the item received.

  SA29: The control unit 8 receives the passbook issuance instruction with the input information of the document type (application form for opening a new account) and the confirmed application form from the center terminal 30 (step SB13 in FIG. 16). The process waits and waits, and when a passbook issuance instruction is received, the process proceeds to step SA30. If a passbook issuance instruction has not been received, the process proceeds to step SA31.

  SA30: The control unit 8 that has received the passbook issuing instruction reproduces the voice that prompts the attendant to receive the newly issued passbook by the speaker of the audio unit 26, and then the document attached to the passbook issuing instruction. A transaction message for opening a new account is sent to the host computer 11 via the communication line 12 with the type as the application form for opening a new account and the input information of the items entered in the confirmed application form as a message.

  The host computer 11 that has received this information determines the establishment of a new account opening transaction business for the customer based on the input information of the entry in the application form of the transaction message, and assigns the new account number of the customer. The customer information of the customer is newly generated and stored, and the numbered account number is transmitted to the automatic transaction apparatus 10 as the transmission source via the communication line 12.

The control unit 8 of the automatic transaction apparatus 10 that has received the newly-numbered account number discharges the new passbook with the received account number printed out from the passbook insertion slot 16a by the passbook issuing unit of the passbook handling unit 16. After confirming that the customer has received the printed passbook issued to the customer, the process proceeds to step SA31.
In this case, a newly issued transaction card is mailed to the customer from a financial institution by simple registered mail at a later date.

  If the document type attached to the document printing instruction received in step SA27 is a card loss notification, the financial institution examines the notification collected in the document collection unit 22, and the contents of the notification If approved, the newly issued transaction card will be mailed to the customer by simple registered mail at a later date.

  SA31: The control unit 8 waits for the connection with the center terminal 30 to be cut off while monitoring the connection state with the center terminal 30, and when the connection with the center terminal 30 is cut off, It is determined that the operation support for the transaction business is completed, and the process proceeds to step SA32.

  When the connection with the center terminal 30 is maintained, the process returns to step SA23, waits in a waiting state for receiving a document reading instruction in step SA23, waits in a waiting state for receiving a confirmation instruction in step SA25, and prints a document in step SA27. The standby in the instruction reception waiting state, the standby in the reception waiting state for the passbook issuing instruction in step SA29, and the monitoring of the connection state in step SA31 are continued.

  SA32: The control unit 8 which has determined the end of the operation support for the transaction business by the clerk waits for the customer leaving signal to be output from the proximity detecting unit 6, and the customer detecting signal is output from the proximity detecting unit 6 At this time, the current transaction processing is terminated, and the process returns to step SA1 to continue waiting in the customer waiting state waiting for the proximity detector 6 to detect the customer.

  In this way, the transaction operation processing operation by the automatic transaction apparatus 10 of the present embodiment is executed.

  Hereinafter, the processing operation of the customer support processing by the center terminal 30 of the present embodiment will be described according to the steps indicated by SB, using the flowchart shown in FIG.

  When a staff member such as an operator of the center terminal 30 turns on the power to the center terminal 30 at the time of starting work, the transaction business processing program stored in the terminal storage unit 32 of the center terminal 30 is automatically started.

  SB1: When the transaction business processing program is activated, the terminal control unit 31 of the center terminal 30 waits for reception of a connection request (steps SA10 and SA15 in FIG. 13) transmitted from the automatic transaction apparatus 10 via the communication network 13. Wait, and if no connection request has been received, continue the waiting.

  When the connection request is received, as shown in FIG. 17, the connection request incoming screen is displayed on the pop-up window 46 generated on the terminal display screen 33a of the terminal display unit 33 of the center terminal 30, and the process proceeds to step SB2. .

  On the connection request incoming screen, a message to the effect that the connection request has been received, a reason for requesting a clerk who has transmitted the connection request, opening a new account, etc., and a connection to the automatic transaction apparatus 10 as a transmission source via the communication network 13 An “OK” button or the like is displayed.

  At the same time, the terminal control unit 31 causes the display ringing unit 38 to rotate the rotating lamp while emitting light, emits an alarm sound from the alarm device, and the center terminal 30 receives a connection request from the automatic transaction apparatus 10. Is notified.

  SB2: An attendant who has recognized the arrival of the connection request from the automatic transaction apparatus 10 based on the notification by the display sounding unit 38 and the connection request incoming screen displayed in the pop-up window 46 uses the mouse of the input unit 34 to display the connection request incoming screen. Press the “OK” button.

  Recognizing that the clerk presses the “OK” button, the terminal control unit 31 establishes a line on the communication network 13 with the automatic transaction apparatus 10 that is the transmission source of the connection request, and establishes a communication network 13 with the automatic transaction apparatus 10. The voice image communication via is started and the process proceeds to step SB3.

  That is, the terminal control unit 31 starts transmission of the clerk's voice collected by the microphone of the voice unit 36 and the clerk image captured by the clerk image acquisition unit 35 to the automatic transaction apparatus 10 and, after connection, the automatic transaction apparatus 10. Of the customer's voice collected by the microphone of the voice unit 26 transmitted from the video conference function unit 40, and the support status of the terminal display screen 33a of the terminal display unit 33 of the customer image taken by the customer image acquisition unit 25 The display on the display area 41 and the display on the ATM screen display area 42 of the current screen being displayed on the automatic transaction apparatus 10 (in this step, the transaction operation selection screen) are started (see FIG. 12).

  In this case, the business menu display area 44 of the terminal display screen 33a always displays the business menu screen described with reference to FIG. 12, and the image display area 43 is photographed by the document reader 21a of the document reading unit 21. The images on the display screen of the document table 21b and the placement display unit 5 thus displayed are displayed.

SB3: The terminal control unit 31 that has started the voice image communication with the automatic transaction apparatus 10 reads the request reason attached to the connection request, and when the request reason is an attendant call, the process proceeds to step SB4. If the reason for the request is anything other than calling an attendant, that is, opening a new account or creating documents for various reports, the process proceeds to step SB6.
SB4: The terminal control unit 31 that has recognized that the request reason is an attendant call waits for the “transaction business end” button on the business menu screen displayed in the business menu display area 44 of the terminal display screen 33a of the terminal display unit 33 to be pressed. The process proceeds to step SB5 when it is recognized that the “end transaction business” button has been pressed. If it is not recognized that the “dealing transaction” button has been pressed, the standby is continued.

  At this time, the clerk verbalizes the operation method on the screen in response to the question such as the operation method by the customer while confirming the current screen (in this description, the transaction operation selection screen) displayed on the terminal display screen 33a. When the customer image displayed in the support status display area 41 is confirmed and it is determined that the customer understands the operation method of the screen, it is verbally notified that the connection is cut off, and the terminal display screen 33a From the business menu screen displayed in the business menu display area 44, the “transaction business end” button is pressed with the mouse of the input unit 34.

  SB5: The terminal control unit 31 that has pressed the “end of transaction” button by the clerk cuts off the connection with the automatic transaction apparatus 10 via the communication network 13 to release the voice image communication state, and this customer support processing And the process returns to step SB1 to continue waiting in a state waiting for receiving a connection request from the automatic transaction apparatus 10.

  Note that the processing operations in steps SB4 and SB5 have been described with reference to the case where the connection request for the clerk call is transmitted from step SA4 in FIG. 13, but in the account transaction selection screen displayed in step SA8 or in step SA13. The same applies when the “call” button is pressed from the transaction screen described and a connection request is transmitted. In this case, the current screen displayed in the ATM screen display area 42 of the terminal display screen 33a displayed in step SB4 is the account transaction selection screen shown in FIG. 15 or the transaction screen in which the “call” button is pressed. Is done.

  SB6: In step SB3, the terminal control unit 31 that has recognized that the reason for the connection request transmitted from the automatic transaction apparatus 10 is document creation is displayed in the business menu display area 44 of the terminal display screen 33a of the terminal display unit 33. The process waits for selection of the document type by the created document selection button, and when any created document selection button is pressed, the process proceeds to step SB7. If the creation document selection button is not pressed, the standby is continued.

  At this time, the customer image is displayed in the support status display area 41 of the terminal display screen 33a of the terminal display section 33, and is displayed on the operation display section 4 in each step of SA17 to SA19 in FIG. A document type selection screen and an auxiliary entry screen are displayed. In the ATM screen display area 42, an auxiliary entry screen displayed on the operation display unit 4 in each step of SA17 to SA19 in FIG. Reference numeral 43 denotes a document table 21b photographed by the document reader 21a of the document reading unit 21 and an image of the display screen of the placement display unit 5, and a business menu screen is displayed in the business menu display area 44. .

  The clerk confirms the document type selected by the customer on the document type selection screen (see FIG. 15) displayed in step SA17 of FIG. The type creation document selection button is pressed with the mouse of the input unit 34.

  SB7: The terminal control unit 31 that has recognized the press of the created document selection button by the attendant moves to step SB8 when the pressed created document selection button is “open new account”. If the pressed creation document selection button is other than “open new account”, that is, if a notification form of various reports is to be created, the process proceeds to step SB15.

  SB8: Recognizing that the type of document to be created is the creation of an application for opening a new account, the terminal control unit 31 fills in the application for displaying the work menu display area 44 of the terminal display screen 33a in the application form for opening a new account. An entry completion notice sent from the automatic transaction apparatus 10 via the communication network 13 by reading out the communication procedure of the application form from the terminal storage unit 32 and displaying the input field on the account opening application form input screen. Waiting for the reception of (step SA22 in FIG. 13), the process proceeds to step SB9 when an entry completion notice is received. If the notification of completion of entry has not been received, the standby is continued.

  During this waiting time, the clerk displays the guidance text display area 5b of the placement display unit 5 displayed in the image display area 43 of the terminal display screen 33a in order to input the contents entered by the customer as input information. To confirm the entry field to be filled in by the customer, select the entry field of the entry corresponding to the confirmed entry field with the mouse of the input unit 34, and enter the contents entered by the customer in the entry field in the entry area 5a. The terminal control unit 31 associates the input information of the input entry with the input field of the entry, and the terminal storage unit 32. Save to.

  At this time, if the customer makes an inquiry about the entry contents by voice (for example, how to write an address), the answer to the inquiry is spoken verbally, and if the staff notices an error in the entry contents, it is announced verbally Talk to and ask for correction.

  SB9: The terminal control unit 31 that has received the notification of completion of entry provides the automatic transaction apparatus 10 (see FIG. 13) with a document reading instruction for confirming the completed application form and a certificate such as a driver's license in accordance with the communication procedure. To step SA23).

  SB10: After transmitting the document reading instruction, when the terminal control unit 31 waiting for reception of the document image or the like from the automatic transaction apparatus 10 (step SA24 in FIG. 13) does not receive the document image or the like Continue waiting.

  When a document image or the like is received, the received application form and certificate image are displayed in the image display area 43 of the terminal display screen 33a of the terminal display unit 33, and the attendant confirms the document image of the received application form. Then, in the input field where the input is omitted in step SB8, the input contents of the application field are entered to complete the input information, and the displayed certificate image is confirmed. When the confirmation operation is performed by using the function key or the like, the terminal control unit 31 that recognizes this saves the received application form and certificate image in the terminal storage unit 32, and proceeds to step SB11.

  SB11: Recognizing the confirmation operation by the clerk, the terminal control unit 31 displays the input information of the application form entry entered by the clerk in each entry field of the application form in a fixed format according to the communication procedure. A confirmation screen for the document is generated, and a confirmation instruction with the confirmation screen is transmitted to the automatic transaction apparatus 10 (step SA25 in FIG. 13).

  At this time, the clerk communicates with the customer by voice, and if there is a correction in the entered entry, enter the correction in the information in the entry field, and the customer enters the entry displayed on the confirmation screen of the application form. When approved, the application form is confirmed by the function key of the input unit 34 or the like.

  Recognizing the confirming operation by the staff, the terminal control unit 31 stores the input information of the confirmed application form entry in the terminal storage unit 32, transmits a confirmation end notification to the automatic transaction apparatus 10, and proceeds to step SB12. .

  SB12: The terminal control unit 31 which has recognized the confirmation operation of the input information of the application form by the clerk writes the input information of the confirmed entry in each entry field of the standard format according to the communication procedure. Document print data for printing a document is generated, a document print instruction with the generated document print data is transmitted to the automatic transaction apparatus 10 (step SA27 in FIG. 13), and the process proceeds to step SB13.

  At the same time, the terminal control unit 31 sends the generated document print data and the certificate image stored in the terminal storage unit 32 in step SB10 to the document print unit 37 of the center terminal 30, and the document print data and the certificate Documents are printed and discharged, and staff members store them in a storage.

  SB13: The terminal control unit 31 that has sent the document printing instruction uses the document type as the application form for opening a new account according to the communication procedure, and automatically issues the passbook issuance instruction with the input information of the items entered in the confirmed application form. It transmits to the apparatus 10 (step SA29 of FIG. 13), and transfers to step SB14.

  SB14: After transmitting the passbook issuance instruction, the terminal control unit 31 waiting for the clerk to press the “end transaction” button does not recognize that the “end transaction” button is pressed. "Wait for waiting for the button to be pressed".

When it is recognized that the “transaction service end” button has been pressed, the connection with the automatic transaction apparatus 10 via the communication network 13 is cut off, the voice image communication state is released, the current customer support process is terminated, and step SB1 Returning to, the standby in the reception waiting state for the connection request from the automatic transaction apparatus 10 is continued.
In this manner, a document for opening a new account is created by the customer support process of the center terminal 30 of this embodiment.

  SB15: On the other hand, in step SB7, the terminal control unit 31 that has recognized that the type of document to be created is the creation of the notification form of various reports, displays the business menu display area 44 on the terminal display screen 33a in step SB6. The notification form selected by the attendant, for example, the address change notification form input screen displaying the input field of the entry to be entered in the address change notification form, and the communication procedure of the notification form from the terminal storage unit 32 And waits for reception of the entry completion notification (step SA22 in FIG. 13) transmitted from the automatic transaction apparatus 10 via the communication network 13, and when the entry completion notification is received, the process proceeds to step SB16. If the notification of completion of entry has not been received, the standby is continued.

  During this standby, in order to input the contents entered by the customer as input information, the clerk inputs the contents entered by the customer in the entry field in the selected entry field in the same manner as in step SB8, and performs terminal control. The unit 31 stores the input information of the input item in the terminal storage unit 32 in association with the input field of the item.

  At this time, if the customer makes an inquiry about the contents of the entry by voice, the answer to the inquiry is verbally communicated, and if the clerk notices an error in the contents of the entry, it is verbally communicated to request correction.

  SB16: Upon receiving the completion notification, the terminal control unit 31 sends a document reading instruction to the automatic transaction apparatus 10 (FIG. 13) in order to confirm the completed notification form and certificate such as a driver's license according to the communication procedure. To step SA23).

  SB17: After transmitting the document reading instruction, the terminal control unit 31 waiting for receiving the document image from the automatic transaction apparatus 10 (step SA24 in FIG. 13) does not receive the document image or the like. Continue waiting.

  When a document image or the like is received, in the same manner as in step SB10 above, the clerk confirms the document image or certificate image of the notification form, and when the confirmation operation by the clerk is recognized, the received notification form and certificate are received. Are stored in the terminal storage unit 32, and the process proceeds to step SB18.

  SB18: Recognizing the confirmation operation by the clerk, the terminal control unit 31 inputs the input information of the address change notification form input by the clerk according to the communication procedure, and enters the input information of the address change notification form in a fixed format. A confirmation screen for the notification form displayed in the entry field is generated, and a confirmation instruction with the confirmation screen is transmitted to the automatic transaction apparatus 10 (step SA25 in FIG. 13).

  At this time, when the terminal control unit 31 recognizes the confirmation operation by the clerk in the same manner as in the above step SB11, the terminal control unit 31 stores the input information of the entry item of the confirmed address change notification form in the terminal storage unit 32, A confirmation end notification is transmitted to the automatic transaction apparatus 10, and the process proceeds to step SB19.

  SB19: Recognizing the operation for confirming the input information of the address change notification form by the clerk, the terminal control unit 31 inputs the confirmed entry into each entry field of the address change notification form in a standard format according to the communication procedure. Document print data for printing the notification form in which the information is written is generated, a document print instruction with the generated document print data is transmitted to the automatic transaction apparatus 10 (step SA27 in FIG. 13), and the process proceeds to step SB20. To do.

  At the same time, the terminal control unit 31 sends the generated document print data and the certificate image stored in the terminal storage unit 32 in step SB17 to the document print unit 37 of the center terminal 30, so that the document print data and the certificate Images are printed and discharged, and staff members store them in a storage.

  SB20: After transmitting the document printing instruction, the terminal control unit 31 waiting for the staff to press the “end of transaction” button does not recognize that the “end of transaction” button is pressed. "Wait for waiting for the button to be pressed".

  When it is recognized that the “transaction service end” button has been pressed, the connection with the automatic transaction apparatus 10 via the communication network 13 is cut off, the voice image communication state is released, the current customer support process is terminated, and step SB1 Returning to, the standby in the reception waiting state for the connection request from the automatic transaction apparatus 10 is continued.

  In this way, various notification documents are created by the customer support process of the center terminal 30 of this embodiment. The same applies to the creation of a notification form for card loss or name change.

  As described above, the processing operation of the customer support process by the center terminal 30 of the present embodiment is executed.

  As described above, in this embodiment, in addition to the same effects as in the first embodiment, voice and image communication with the center terminal 30 is enabled when a customer enters a document in the automatic transaction apparatus 10. The customer can immediately receive the operation support by the staff in accordance with the highlighted entry field when filling in the highlighted entry field, and the customer's troublesomeness can be eliminated, and the customer entry is completed. This makes it easier to fill in the fields and reliably prevents mistakes when filling in the documents.

  In the present embodiment, when the customer creates a document using the placement display unit 5 of the automatic transaction apparatus 10, the automatic transaction apparatus 10 highlights the entry column of the document placed in the entry area 5a. As described above, the staff in the center may highlight the entry column of the document placed in the entry area 5a by the operation from the center terminal 30.

DESCRIPTION OF SYMBOLS 1 Entry stand 2 Base 3 Placement board 4 Operation display part 5 Placement display part 5a Filling area 5b Guidance sentence display area 6 Proximity detection part 6a Proximity sensor 7 Partition line 8 Control part 9 Storage part 10 Automatic transaction apparatus 10a Front panel DESCRIPTION OF SYMBOLS 11 Host computer 12 Communication line 13 Communication network 15 Card handling part 15a Card insertion slot 16 Passbook handling part 16a Passbook insertion slot 17 Banknote depositing / withdrawing part 17a Banknote depositing / withdrawing slot 18 Coin depositing / withdrawing part 18a Coin depositing / withdrawing slot 21 Document reading part 21a Document reader 21b Document stand 22 Document collection unit 22a Document input port 23, 37 Document printing unit 24 Support display unit 25 Customer image acquisition unit 26, 36 Audio unit 30 Center terminal 31 Terminal control unit 32 Terminal storage unit 33 Terminal display unit 33a Terminal display screen 34 Input unit 35 Staff image acquisition unit 38 Display ringing unit 41 Support Support status display area 42 ATM screen display area 43 Image display area 44 Work menu display area 46 Pop-up window

Claims (5)

A placement display section for placing documents to be created;
A storage unit for storing position information of each entry column of the document,
A document entry device that highlights a portion corresponding to the entry field of the above-mentioned display section based on the position information. In the document entry device according to claim 1,
A document entry device, wherein a corner mark is displayed on at least two corners of the document on the placement display section. In the document entry device according to claim 1,
A touch panel is provided on the display surface of the display section described above,
A document entry device for detecting a placement position of the document. In the document entry device according to any one of claims 1 to 3,
The display screen of the above-mentioned display section is divided into an entry area for placing the document to be created and a guidance sentence display area,
Highlight the part corresponding to the entry field of the document placed in the entry area,
The document entry device, wherein the guide sentence display area displays a guidance sentence in the entry work in the highlighted entry field.   An automatic transaction apparatus comprising the document entry apparatus according to any one of claims 1 to 4.

Images