JP2020003920A - Information processing system, information processing method and program - Google Patents

Abstract

To call attention of a customer, who has less judgment, to a non-face-to-face transaction.SOLUTION: The present information processing system comprises: customer management means which associates identification information identifying a customer and a capability value indicative of the capability of the customer with each other; question management means which manages questions for confirming the capability of the customer; extraction means which extracts the capability value, associated with identification information on a customer who performs a transaction, from the customer management means; determination means which determines whether the extracted capability value meets predetermined conditions indicating that the judgement of the customer decreases; question setting means which sets questions, extracted from the question management means, for the customer who performs the transaction; acquisition means which acquires answers to the set questions; and update means which updates the capability value on the basis of the answers.SELECTED DRAWING: Figure 3

Description

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

  In financial institutions, face-to-face transactions through counters and non-face-to-face transactions using Automatic Teller Machine (ATM), Internet banking, electronic bookkeeping tables, and tablet terminals are performed.

JP 2013-117801 A JP-A-2009-064127 JP-A-2006-042257

  In the case of a face-to-face transaction, a corresponding staff member such as a clerk or a clerk can judge whether or not the customer's ability to make a transaction is deteriorating due to dementia, aging, etc., and take appropriate measures. However, in non-face-to-face transactions, it is difficult to determine whether or not the customer's judgment has deteriorated due to dementia or aging. It is difficult.

  One aspect of the disclosed technology is directed to determining whether a customer's judgment has declined.

  One aspect of the disclosed technology is exemplified by the following information processing system. The information processing system includes customer management means for associating identification information for identifying a customer with a capability value indicating the ability of the customer, question management means for managing a question for confirming the ability of the customer, and identification of a customer who makes a transaction. Extracting means for extracting the ability value associated with information from the customer management means, and determining means for determining whether the extracted ability value satisfies a predetermined condition indicating a decline in the customer's judgment. A questioning means for setting a question extracted from the question management means for a customer who conducts a transaction, an obtaining means for obtaining an answer to the set question, and an updating means for updating the ability value based on the answer. And.

  According to the disclosed technology, it is possible to measure a customer's ability in response to a question that confirms the customer's ability. The measured customer performance is stored by the customer management means together with the customer identification information. According to such a technique, it is possible to determine whether or not the customer's judgment has declined due to the answer to the question.

The disclosed technology may have the following features. If the determination unit determines that the ability value satisfies the predetermined condition, the determination unit displays an alert on a transaction device operated by the customer. In the disclosed technology, the transaction device is a system capable of executing a non-face-to-face transaction in a financial institution, and is, for example, an ATM, an electronic bookkeeping table, or the like. Further, the information processing system according to the disclosed technology may be a personal computer, a smartphone, a tablet terminal, a mobile phone, a wearable computer, or the like owned by a customer. According to the technology having such features, it is possible to encourage a customer determined to have reduced ability to execute a transaction more carefully.

  The disclosed technology may have the following features. The customer management unit further associates a notification destination for each customer with the identification information in advance, and the determination unit is associated with the identification information when determining that the capability value satisfies the predetermined condition. The notification is sent to the notification destination. Here, the notification destination is, for example, a contact such as a guardian or guardian of the customer. According to such a technique, when it is determined that the customer's judgment is declining, it is possible to notify a parent or guardian or the like. The content of the notification can include, for example, information such as the content of the transaction and the location of the transaction device operated by the customer.

  The disclosed technology may have the following features. The question management unit associates and manages the transaction content with the question, and the question unit issues a question corresponding to the transaction content executed by the customer. According to the technology having such features, the question to be set can be changed according to the importance of the transaction contents and the risk.

  The disclosed technology may have the following features. The customer management means further manages the age of the customer in association with the identification information, the question management means manages the age of the customer in association with the number of questions to be asked, and the question means is Ask the number of questions according to age. According to the technology having such characteristics, it is possible to reduce the burden on customers in the age group in which the number of people with reduced ability is considered to be small, and to reduce the ability in the age group in which the number of people with reduced capacity is considered to be increasing. Confirmation can be made thicker.

  The disclosed technology may have the following features. The question means sets a question before a transaction is executed by a customer. According to the technology having such features, it is possible to notify a customer's guardian or the like of the transaction before executing the transaction.

  The disclosed technology may have the following features. The question means sets a question during a waiting time of a customer caused by the transaction device processing a transaction by the customer. According to the technology having such features, it is possible to efficiently determine the judgment of the customer.

  The technology of the present disclosure can be grasped from aspects of an information processing method and a program.

  The technology of the present disclosure can alert a non-face-to-face transaction by a customer with reduced judgment.

FIG. 1 is a diagram illustrating an example of a transaction system according to an embodiment. FIG. 2 is a diagram illustrating an example of a hardware configuration of the information processing apparatus. FIG. 3 is a diagram illustrating an example of a processing block of the transaction system according to the embodiment. FIG. 4 is a diagram illustrating an example of a customer management table stored in the customer management database. FIG. 5 is a diagram illustrating an example of an account management table stored in the customer management database. FIG. 6 is a diagram illustrating an example of a state management table stored in the customer management database. FIG. 7 is a diagram illustrating an example of a question management table stored in the question / score management database. FIG. 8 is a diagram showing an example of a question pattern management table stored in the question / score management database. FIG. 9 is a diagram illustrating an example of a score initial value management table stored in the question / score management database. FIG. 10 is a diagram showing an example of the number-of-questions management table stored in the question / score management database. FIG. 11 is a diagram illustrating an example of an added score management table stored in the question / score management database. FIG. 12 is a diagram illustrating an example of a question / score management table stored in the question / score management database. FIG. 13 is a diagram showing an example of a procedure type / score management table stored in the question / score management database. FIG. 14 is a diagram illustrating an example of a transaction history management table stored in the transaction history database. FIG. 15 is an example of a processing flow of the transaction system according to the embodiment. FIG. 16 is a diagram illustrating an example of a processing flow of the transaction system according to the second modification.

  Hereinafter, a transaction system according to an embodiment will be described with reference to the drawings. The configuration of the embodiment described below is an exemplification, and the disclosed technology is not limited to the configuration of the embodiment.

<Embodiment>
FIG. 1 is a diagram illustrating an example of a transaction system 500 according to the embodiment. The transaction system 500 issues a question for confirming various abilities to a customer who makes a transaction, and determines the customer's judgment based on an answer to the problem. When it is determined that the customer's attentiveness or judgment is lowered, the transaction system 500 notifies a relative such as a guardian of the customer, a guardian, or the like, thereby urging the user to pay attention to unnecessary transactions such as withdrawal and remittance. . Transaction system 500 includes a bank server 1, an ATM 2, and a teller terminal 3. Hereinafter, the transaction system 500 will be described with reference to FIG.

  The bank server 1 is an information processing device installed in a financial institution. The bank server 1 stores information relating to the customer, such as the contact information of the customer and the account number, in association with the customer ID for identifying the customer. The bank server 1 provides information such as contact information of a customer in response to an inquiry from the ATM 2. The bank server 1 is an example of an “information processing system”.

  The ATM 2 is an information processing device that executes various transactions such as depositing money into an account, dispensing money from an account, and transferring money between accounts. The ATM 2 is also called, for example, an automatic teller machine, an automatic transaction device, an automatic teller machine, or an automatic teller machine. The ATM 2 accepts a transaction medium such as a passbook or a cash card. The transaction medium stores a customer ID for identifying the customer using a magnetic tape, an IC chip, or the like. The ATM 2 acquires the customer ID from the accepted transaction medium and starts a transaction.

  The counter terminal 3 is an information processing device operated by a staff member who works at the store 5 of the financial institution. The counter terminal 3 is also called a Counter Terminal Machine (CTM). The counter terminal 3 can execute various transactions by accepting an operation by a clerk according to a request of a customer who has visited the counter. The counter terminal 3 can receive a notification from the ATM 2 via the network N1.

FIG. 2 is a diagram illustrating an example of a hardware configuration of the information processing apparatus 600. The information processing device 600 includes a Central Processing Unit (CPU) 601, a main storage unit 602, and an auxiliary storage unit 6.
03, a communication unit 604 and a connection bus B1. The CPU 601, the main storage unit 602, the auxiliary storage unit 603, and the communication unit 604 are interconnected by a connection bus B1. The information processing device 600 can be used as the bank server 1, the ATM 2, and the teller terminal 3.

The CPU 601 is also called a microprocessor unit (MPU) or a processor. The CPU 601 is not limited to a single processor, and may have a multiprocessor configuration. Further, a single CPU 601 connected by a single socket may have a multi-core configuration. At least part of the processing executed by the CPU 601 is performed by a processor other than the CPU 601, for example, a dedicated processor such as a digital signal processor (DSP), a graphics processing unit (GPU), a numerical processor, a vector processor, and an image processor. May be. Further, at least a part of the processing executed by the CPU 601 may be executed by an integrated circuit (IC) or another digital circuit. Further, at least a part of the CPU 601 may include an analog circuit. Integrated circuits are Large Scale Integrated Circuit (LSI), Application Specific Integrated Circuit (AS)
IC), and programmable logic devices (PLDs). The PLD includes, for example, a Field-Programmable Gate Array (FPGA). The CPU 601 may be a combination of a processor and an integrated circuit. The combination is called, for example, a microcontroller unit (MCU), a system-on-a-chip (SoC), a system LSI, a chip set, or the like. In the information processing device 600, the CPU 601 loads a program stored in the auxiliary storage unit 603 into a work area of the main storage unit 602, and controls a peripheral device through execution of the program. Accordingly, the information processing device 600 can execute a process that meets a predetermined purpose. The main storage unit 602 and the auxiliary storage unit 603 are recording media that can be read by the information processing device 600.

  The main storage unit 602 is exemplified as a storage unit directly accessed from the CPU 601. The main storage unit 602 includes a Random Access Memory (RAM) and a Read Only Memory (ROM).

  The auxiliary storage unit 603 stores various programs and various data in a recording medium in a readable and writable manner. The auxiliary storage unit 603 is also called an external storage device. The auxiliary storage unit 603 stores an operating system (OS), various programs, various tables, and the like. The OS includes a communication interface program that exchanges data with an external device or the like connected via the communication unit 604. The external device and the like include, for example, another information processing device and an external storage device connected by a computer network or the like. The auxiliary storage unit 603 may be, for example, a part of a cloud system that is a group of computers on a network.

The auxiliary storage unit 603 includes, for example, an Erasable Programmable ROM (EPROM), a solid state drive (Solid State Drive, SSD), and a hard disk drive (Hard Disk).
Drive, HDD) and the like. The auxiliary storage unit 603 is, for example, a Compact Disc (CD) drive, a Digital Versatile Disc (DVD) drive, a Blu-ray (registered trademark) Disc (BD) drive, or the like. The auxiliary storage unit 603 may be provided by a network attached storage (NAS) or a storage area network (SAN).

  The communication unit 604 is an interface with a computer network. The communication unit 604 communicates with an external device via a computer network such as the network N1, for example. The communication unit 604 is, for example, a network interface card (NIC).

The input / output unit 605 outputs a processing result of the information processing device 600 and inputs data to the information processing device 600. The input / output unit 605 is, for example, an input device such as a keyboard, a pointing device, a touch panel, an acceleration sensor, or a voice input device. The input / output unit 605 is, for example, a cathode ray tube (CRT) display, a liquid crystal display (LCD), a plasma display panel (PDP), an electroluminescence (EL) panel, an organic EL panel, or a printer.

<Processing block of transaction system 500>
FIG. 3 is a diagram illustrating an example of a processing block of the transaction system 500 according to the embodiment. Each of the bank server 1, the ATM 2, and the teller terminal 3 executes processing as each unit illustrated in FIG. 3 by the CPU 601 executing a computer program that is executable in the main storage unit 602. In the figure, the database is described as DB.

<Processing block of bank server 1>
As illustrated in FIG. 3, the bank server 1 includes a customer management unit 101, an account processing unit 102, a transaction management unit 103, a question management unit 104, a customer management database 105, a question / score management database 106, and a transaction history database 107. Is provided. Hereinafter, the processing blocks of the bank server 1 will be described with reference to FIG.

  The customer management database 105 stores information relating to a customer such as an account number and a customer ID for identifying the customer in association with each other. FIG. 4 is a diagram showing an example of the customer management table 1051 stored in the customer management database 105. The customer management table 1051 includes items of customer ID, age, and contact information. The customer ID stores an ID for uniquely identifying a customer. The age stores the age of the customer. In the contact information, the contact information used when notifying the customer's transaction is stored. In FIG. 4, a mail address is stored as a contact, but the contact is not limited to a mail address and may be a telephone number. The contact is an example of the “notification destination”. The customer ID is an example of “identification information”.

  FIG. 5 is a diagram showing an example of the account management table 1052 stored in the customer management database 105. The account management table 1052 includes items such as a customer ID, an account type, an account number, a password, and a deposit balance. As the customer ID, an ID for uniquely identifying a customer is stored as in the customer management table 1051. In the account type, information indicating the type of the account identified by the account number is stored. The account type is, for example, a general account, a time deposit account, or an automatic funded time deposit account. The account number stores a number that uniquely identifies the account. In the password, information used for authentication of a customer when performing a transaction using an account (for example, remittance between accounts, withdrawal from an account, and the like) is stored. As the password, the password itself may be stored in the account management table 1052, or the password obtained by irreversibly converting the password using a one-way hash function or the like may be stored in the account management table 1052.

FIG. 6 is a diagram showing an example of the state management table 1053 stored in the customer management database 105. The status management table 1053 manages the customer ID and information indicating the status of the customer in association with each other. The information indicating the status of the customer is, for example, the number of procedure errors, the score of the answer to the problem, and the status indicating the status of the customer. In the present embodiment, it is determined that the high score is in a state where the judgment is lower than the low score. The status management table 1053 includes a customer ID, a passbook / card reissue number, a passbook / card loss notification number, a password number incorrect number / password number erasure number, a password reference number, an account reference number, an initial value score, and the latest value. Includes score and status items. The customer ID stores a customer ID for identifying the customer. The passbook / card reissue count stores information indicating the number of times a passbook or cash card has been reissued. The passbook / card loss report count stores information indicating the number of times a passbook or cash card loss report was submitted. Information indicating the number of times the password has been incorrectly deleted and the number of times the password has been incorrectly erased and the number of times the password has been incorrectly entered and the number of times the password has been unlocked by clearing the cumulative number of incorrect passwords is stored. . The information indicating the number of times the inquiry of the personal identification number is performed is stored in the personal identification number inquiry number. The number of times of account inquiry stores information indicating the number of times of account inquiry for checking the type of account and the account number. The passbook / card reissue frequency, passbook / card loss report frequency, incorrect PIN / false ID number erasure, PIN reference count, and account reference count are considered suspicious if the count is high. This is an example of a procedure, and the number of occurrences of a procedure which is considered to be suspicious other than these may be managed by the state management table 1053. The initial value score stores information indicating the initial value of the score set for the customer. The initial value of the score is determined based on the number-of-questions management table 1064 according to the age of the customer, for example. The latest score stores information indicating the latest score. The status stores information indicating the state of the customer based on the score. In the status, for example, information such as observation required, attention required, and the like is stored. The customer management database 105 is an example of “customer management means”. The information stored in the “latest score” of the state management table 1053 is an example of the “ability value”. The process of managing the customer ID in association with the latest score using the status management table 1053 is an example of a “customer management step”.

  The question / score management database 106 stores information on questions and scores that the transaction system 500 issues. FIG. 7 is a diagram showing an example of the question management table 1061 stored in the question / score management database 106. In the question management table 1061, the questions set by the transaction system 500 and the answers to the questions are managed in association with each other. The question management table 1061 includes items such as a field, a question, an option, a correct answer, a difficulty, and an answer time. The field stores information indicating the field of the ability to be determined based on the problem. The fields are, for example, motor skills, judgment, understanding and memory. In the question, a question for determining the ability of each field is stored. The option stores an option to be displayed as a candidate answer to the question. The correct answer stores information indicating the correct answer to the question. The difficulty level stores the difficulty level of the problem. The difficulty levels are, for example, three levels of A, B, and C. A indicates that the difficulty level is the lowest, and C indicates that the difficulty level is the highest. The response time stores a time that is a guide to answering the question. The unit of the response time is, for example, seconds.

  Here, an example of a problem stored in the question management table 1061 will be described. The question belonging to the field of athletic ability may include, for example, a problem of touching marks moving on the operation screen of the ATM 2 in a predetermined order. The questions belonging to the field of comprehension may include, for example, a question for answering the content of the displayed text. Questions that belong to the field of judgment may include, for example, a question that displays a text explaining a certain state and asks for an answer as to how to respond. As a problem in the field of memory, there may be a problem in which a plurality of figures are displayed and instructed to be stored, then a simple calculation question is answered, and then the first stored figure is answered. The question management table 1061 stores a problem for confirming the ability of the customer as exemplified by these problems. The process of managing the questions by the question management table 1061 is an example of a “question management step”.

FIG. 8 is a diagram showing an example of a question pattern management table 1062 stored in the question / score management database 106. In the question pattern management table 1062, the executed transaction and the question to be set are managed in association with each other. The question pattern management table 1062 includes items such as transaction, field, and difficulty. In the transaction, information indicating a transaction to be executed is stored. The field stores information indicating the field of the question to be set. In the difficulty level, information indicating the difficulty level of the question to be set is stored. For example, for a transaction such as payment or bookkeeping, which is less likely to reduce the customer's assets even if executed by a customer with reduced judgment, a problem with low difficulty may be associated with the transaction. In addition, for a transaction such as withdrawal, wire transfer, and other bank transfer, which is likely to reduce the client's assets when executed by a customer with reduced judgment, a problem with a high degree of difficulty is associated with the transaction. You may be. Referring to FIG. 8, for example, when performing “withdrawal” as a transaction, the questions of difficulty levels B and C are set from various fields of athletic ability, judgment and understanding. On the other hand, in the case of “payment”, which is a transaction that is considered to be less likely to reduce the assets of the customer than “withdrawal”, the problem of difficulty A is set in each field of athletic ability, judgment, and understanding. . That is, in the question pattern management table 1062, it can be understood that a problem with a higher degree of difficulty is associated with a transaction in which there is a higher possibility that the customer's assets will decrease.

  FIG. 9 is a diagram showing an example of the score initial value management table 1063 stored in the question / score management database 106. In the score initial value management table 1063, customer ages and score initial values are managed in association with each other. The score initial value management table 1063 includes items of age and score. In the age, information indicating the age of the customer is stored. The score stores the initial value of the score in each age.

  FIG. 10 is a diagram showing an example of the number-of-questions management table 1064 stored in the question / score management database 106. In the number-of-questions management table 1064, the age of the customer and the number of questions of the question to be set are managed in association with each other. The number-of-questions management table 1064 includes items of the age and the number of questions. In the age, information indicating the age of the customer is stored. The number of questions stores information indicating the number of questions in each age.

  FIG. 11 is a diagram showing an example of the added score management table 1065 stored in the question / score management database 106. In the added score management table 1065, the correct answer rate of the question and the score added according to the correct answer rate are managed in association with each other. The added score management table 1065 includes items of a correct answer rate and a score. The correct answer rate stores information indicating the correct answer rate of the question. The score stores information indicating a score to be added that is associated with the correct answer rate of the question.

  FIG. 12 is a diagram illustrating an example of the question / score management table 1066 stored in the question / score management database 106. The question / score management table 1066 manages the correspondence between scores and information indicating the status of customers according to the scores. The question / score management table 1066 includes items of score and status. The score stores information indicating the range of the score determined to correspond to each status. The status stores information indicating customer information according to the score. In the status, for example, information indicating the need for observation or caution is stored. The range of the score associated with “Needs Observation” or “Needs Attention” in FIG. 12 is an example of “the predetermined condition indicating a decline in the customer's judgment.”

  FIG. 13 is a diagram showing an example of the procedure type / score management table 1067 stored in the question / score management database 106. The procedure type / score management table 1067 manages the correspondence between the content of a procedure error such as loss of a passbook or erroneous input of a password, and the score to be added. The procedure type / score management table 1067 includes items of score, number of passbook / card reissues, number of passbook / card lost notifications, number of incorrect password / number of incorrect password erasures, number of password authentication, and number of account inquiry. . The score stores information indicating the score to be added. The passbook / card reissue count stores information indicating the number of times a passbook or cash card has been reissued. The passbook / card loss report count stores information indicating the number of times a passbook or cash card loss report was submitted. Information indicating the number of times the password has been incorrectly deleted and the number of times the password has been incorrectly entered and the number of times the password has been incorrectly deleted and the cumulative number of times that the password has been incorrectly deleted and the number of times the passbook or cash card has been unlocked stored. The information indicating the number of times the inquiry of the personal identification number is performed is stored in the personal identification number inquiry number. The number of times of account inquiry stores information indicating the number of times of account inquiry for checking the type of account and the account number. The passbook / card reissue frequency, passbook / card loss notification frequency, incorrect password number / clear password number erase count, password reference number, and account reference number are considered suspicious if they occur frequently. This is an example of a procedure, and the correspondence between other procedure errors and scores may be managed by the procedure type / score management table 1067. The question / score management database 106 is an example of “question management means”.

  The transaction history database 107 manages the history of transactions executed by customers. FIG. 14 is a diagram showing an example of the transaction history management table 1071 stored in the transaction history database 107. In the transaction history management table 1071, the correspondence between the customer ID and the transaction executed by the customer is managed. The transaction history management table 1071 includes items of customer ID, account type, account number, and transaction content. The customer ID stores an ID for uniquely identifying a customer. In the account type, information indicating the type of account is stored. The account number stores a number that uniquely identifies the account. The transaction content stores information indicating the content of the transaction executed by the customer. In the transaction history management table 1071, all transaction histories executed by the customer in the past may be stored in chronological order, or a predetermined number of recent transaction histories may be stored.

  The customer management unit 101 authenticates a customer or notifies a registered contact when the customer condition satisfies a predetermined condition. Such a notification may include, for example, the location of the ATM 2 operated by the customer and the details of the transaction executed by the customer. For example, when receiving the authentication request including the customer ID and the account number from the ATM 2, the customer management unit 101 extracts the customer ID and the account number from the authentication request. The customer management unit 101 authenticates the customer with reference to the account management table 1052 of the customer management database 105 based on the extracted customer ID and account number. The authentication is performed based on, for example, whether or not the password associated with the customer ID and account number included in the authentication request in the account management table 1052 matches the password included in the authentication request. The customer management unit 101 further refers to the status management table 1053 of the customer management database 105 based on the customer ID, and obtains a status associated with the customer ID. The customer management unit 101 transmits a customer status notification including the authentication result and the obtained status to the ATM 2. The customer management unit 101 is an example of an “extraction unit”. The customer management unit 101 is also an example of a “notification unit”.

  The account processing unit 102 executes a process for an account. For example, when the customer executes remittance between accounts, the account processing unit 102 reduces the deposit balance of the remittance source account in the account management table 1052 and increases the deposit balance of the remittance destination account. For example, when receiving an account inquiry including a customer ID from another processing unit, the account processing unit 102 returns an account type and an account number associated with the customer ID.

  The transaction management unit 103 stores the history of the transactions executed by the customer in the transaction history database 107. When receiving the transaction notification including the customer ID and the transaction content, the transaction management unit 103 stores the transaction ID in the transaction history management table 1071 of the transaction history database 107 in association with the customer ID and the transaction content. For example, if the transaction content is withdrawal from an account, the transaction management unit 103 stores the customer ID of the customer, the account type and account number of the account that has withdrawn, and information indicating withdrawal as the transaction content in the transaction history management table. 1071. The transaction management unit 103 further stores each of the information indicating the score and the status notified from the question management unit 104 in each item of the latest score and the status of the state management table 1053.

When receiving the question selection request including the customer ID and the transaction content, the question management unit 104 extracts the customer ID and the transaction content from the question selection request. The question management unit 104 acquires the age associated with the extracted customer ID with reference to the customer management table 1051 of the customer management database 105. The question management unit 104 refers to the question number management table 1064 of the question / score management database 106 to obtain the number of questions associated with the age of the customer. The question management unit 104 refers to the question pattern management table 1062 of the question / score management database 106 and extracts the field and difficulty of the problem corresponding to the transaction content. The question management unit 104 refers to the question management table 1061 of the question / score management database 106 and extracts the fields and the degree of difficulty corresponding to the transaction content by the number of questions associated with the customer's age. The question management unit 104 transmits the extracted question to the ATM 2. If the number of questions is set to 0 in the question management table 1061 of the question / score management database 106, the question management unit 104 notifies the ATM 2 that there is no problem to be asked.

  When receiving the response notification including the customer ID and the response, the question management unit 104 extracts the customer ID and the response from the response notification. The question management unit 104 refers to the question management table 1061 of the question / score management database 106, determines whether the extracted answer is correct, and calculates a correct answer rate. The question management unit 104 refers to the added score management table 1065 of the question / score management database 106 to determine a score associated with the calculated correct answer rate. The question management unit 104 adds the determined score to the item of “latest score” associated with the customer ID in the status management table 1053 of the customer management database 105. The question management unit 104 refers to 1066 of the question / score management database 106 to acquire the status associated with the score stored in the item of “latest score” after the score is added. The question management unit 104 stores the acquired status in the item of “status” associated with the customer ID in the status management table 1053 of the customer management database 105. The question management unit 104 is an example of “question means”, “acquisition means”, “update means”, and “judgment means”.

  The customer management database 105 manages customers. For example, the customer management database 105 issues a customer ID to a new customer, and stores the customer ID, age, and contact information in the customer management table 1051 of the customer management database 105 in association with each other. For example, when the customer opens an account, the customer management database 105 stores the customer ID, account type, account number, password, and balance of the customer in the account management table 1052 of the customer management database 105 in association with each other.

<ATM2 processing block>
The ATM 2 includes a transaction unit 201, a question unit 202, and a result transmission unit 203, as illustrated in FIG. Hereinafter, the processing blocks of the ATM 2 will be described with reference to FIG.

  The transaction unit 201 executes a transaction in response to a customer request. The transaction unit 201 receives the designation of the transaction content by operating the operation screen of the ATM 2 and, when the transaction medium insertion slot of the ATM 2 receives the transaction medium and receives the input of the personal identification number, acquires the customer ID from the transaction medium. The transaction unit 201 passes the customer ID and the transaction contents to the question unit 202, and requests a question to be set. If there is no question to be asked (for example, if the customer's age is set to 0 in the question number management table 1064 of the question / score management database 106), the transaction is executed. If a question is raised, the transaction is executed after the answer to the question is completed. Note that even when a question is asked, a response indicating that no answer has been given to the question that has been given after a predetermined period of time has passed (for example, a “skip” button displayed on the screen of the ATM 2 is pressed). In this case, the transaction may be executed even if the answer to the question has not been completed.

  The question section 202 sends a question selection request including the customer ID and the transaction content to the bank server 1. Upon receiving the question selected as a response to the question selection request, the questioning section 202 outputs the received question to the operation screen of the ATM 2 to urge the customer to answer the question. When there is no problem to be set, the setting unit 202 notifies the transaction unit 201 of the problem.

  The result transmitting unit 203 obtains a response from the customer to the question output on the operation screen of the ATM 2. The result transmitting unit 203 transmits an answer notification including the customer ID and the obtained answer to the bank server 1.

<Processing block of window terminal 3>
The contact terminal 3 includes a receiving unit 301, a notifying unit 302, and an output unit 3 as illustrated in FIG.
03. Hereinafter, the processing blocks of the counter terminal 3 will be described with reference to FIG.

  The receiving unit 301 receives designation of a customer ID of a customer who has visited the window. The customer ID is specified, for example, by a staff member who has received a transaction request from a customer. The customer ID may be read from a transaction medium, for example, or may be input by a staff member operating the input / output unit 605 of the counter terminal 3.

  When the receiving unit 301 receives the specification of the customer ID, the notifying unit 302 transmits a customer inquiry including the customer ID to the bank server 1. The notification unit 302 receives a customer status notification from the bank server 1 as a response to the customer inquiry.

  The output unit 303 extracts information indicating the customer status from the customer status notification received by the notification unit 302. The output unit 303 outputs the extracted customer status to, for example, the input / output unit 605 of the counter terminal 3.

  FIG. 15 is an example of a processing flow of the transaction system 500 according to the embodiment. FIG. 15 illustrates a processing flow when a customer executes a transaction using ATM2. Hereinafter, an example of a processing flow of the transaction system 500 according to the embodiment will be described with reference to FIG.

  In S1, the transaction unit 201 of the ATM 2 receives designation of transaction contents and a transaction medium from a customer. The transaction unit 201 acquires the customer ID and the account number from the received transaction medium. When receiving the password input from the customer, transaction unit 201 transmits an authentication request including the customer ID, account number, and password to bank server 1.

  In S2, the customer management unit 101 of the bank server 1 receives the authentication request. The customer management unit 101 refers to the account management table 1052 of the customer management database 105, and determines whether the password included in the authentication request matches the password associated with the customer ID and account number included in the authentication request. Determine whether or not. If they match, the customer management unit 101 notifies the ATM 2 of the successful authentication. If they do not match, the customer management unit 101 notifies the ATM 2 of the authentication failure and stores it in the “number of times of incorrect input / erasure of personal identification number” associated with the customer ID in the status management table 1053 of the customer management database 105. Add 1 to the count.

  In S3, the customer management unit 101 of the bank server 1 acquires the customer status. The customer management unit 101 confirms from the status management table 1053 of the customer management database 105 whether the status associated with the customer ID is “needs observation” or “caution required”. The process in S3 is an example of an “extraction step”.

  In S4, the customer management unit 101 transmits a customer status notification including information on the status being turned on to the ATM 2. Further, when the status of “confirmation required or caution required” is turned on, the customer management unit 101 refers to the customer management table 1051 of the customer management database 105 and acquires a contact address associated with the customer ID. The customer management unit 101 notifies the obtained contact information. S4 is an example of a “determination step”.

  In S5, the transaction unit 201 of the ATM 2 receives the customer status notification from the bank server 1. When the status included in the received customer status notification indicates that observation or caution is required, the transaction unit 201 outputs a caution message on the operation screen of the ATM 2 or the like. Further, when the authentication result included in the customer status notification indicates that the authentication has failed, the transaction unit 201 displays on the operation screen or the like of the ATM 2 that the authentication of the password has failed, and requests input of the password again. If the authentication result included in the customer status notification indicates that the authentication has succeeded, the process proceeds to S6. In S6, the question section 202 of the ATM 2 transmits a question setting request including the customer ID and the transaction content to the bank server 1.

  In S7, the question management unit 104 of the bank server 1 refers to the customer management database 105 and the question / score management database 106 on the basis of the customer ID and the transaction content included in the problem selection request, and responds to the field corresponding to the transaction content. And the difficulty level is extracted for the number of questions associated with the age of the customer. In S8, the question management unit 104 transmits the extracted question to the ATM 2. The process of S7 is an example of a “questioning step”.

  In S9, the question section 202 of the ATM 2 sets the question received from the bank server 1 and receives an answer from the customer. In S10, the question section 202 transmits to the bank server 1 an answer notification including the customer ID and the answer received from the customer.

  In S11, the question management unit 104 of the bank server 1 refers to the question / score management database 106, calculates a correct answer rate of the answer, and determines a score associated with the calculated correct answer rate. The question management unit 104 adds the determined score to the item of “latest score” associated with the customer ID in the status management table 1053 of the customer management database 105. The processing in S11 is an example of an “acquisition step” and an “update step”.

  In S12, the question management unit 104 of the bank server 1 refers to the question / score management database 106, and obtains the status associated with the score stored in the “latest” item. The question management unit 104 stores the acquired status in the item of “status” associated with the customer ID in the status management table 1053 of the customer management database 105.

  In S13, the transaction unit 201 of the ATM 2 receives the specification of the transaction content from the customer. The transaction unit 201 notifies the bank server 1 of a transaction execution instruction instructing execution of the accepted transaction content.

  In S14, the transaction management unit 103 of the bank server 1 executes the transaction according to the received transaction execution instruction. For example, when the transaction specified by the transaction execution instruction is payment to an account, the transaction management unit 103 requests the account processing unit 102 to deposit the designated amount. Further, for example, when the transaction specified by the transaction execution instruction is remittance between accounts, the remittance from the remittance source account to the remittance destination account is requested to the account processing unit 102. In S15, the transaction management unit 103 stores the account type, account number, and transaction content of the transaction executed in S14 in the transaction history management table 1071 of the transaction history database 107 in association with the customer ID.

<Effects of Embodiment>
In the embodiment, the state of the customer is determined based on the number of the answers to the problem of confirming the ability of the customer such as athletic ability, comprehension, judgment, and memory, and the number of procedure errors, and the determined customer state is stored in the customer management database 105. Is stored as a status in the status management table 1053. When a customer whose observable or cautious status is turned on executes a transaction, the bank server 1 notifies a parent or the like of the customer of the transaction by notifying a contact registered in advance. Can be. For this reason, according to the embodiment, for example, the execution of the transaction by the elderly or the patient with dementia or the like whose judgment is reduced without the guardian's knowledge is suppressed.

  In an embodiment, the question is asked before executing the transaction. Therefore, it is possible to notify the guardian of the customer about the transaction before executing the transaction.

In the embodiment, when a customer whose observation or caution status is turned on executes a transaction, an alert message is output to the operation screen of the ATM 2. Therefore, according to the embodiment, a customer determined to require observation or caution, for example, an elderly person with reduced judgment,
It is possible to encourage a patient with dementia or the like to execute a transaction more carefully.

  In the embodiment, in the question pattern management table 1062 of the question / score management database 106, the field of the question to be set and the difficulty level are managed for each transaction content. Therefore, the question to be set can be changed according to the importance of the transaction contents and the risk.

  In the embodiment, in the score initial value management table 1063 of the question / score management database 106, the initial value of the score is managed for each age, and the initial value of the score is set higher as the age at which the ability seems to be reduced. Is done. For this reason, it is more likely that a warning message is output or a contact is notified to a person whose ability seems to be decreasing. By adopting such a configuration, according to the embodiment, it is possible to thickly protect a customer of an age requiring more attention.

  In the embodiment, the number of questions in each question is managed in the question number management table 1064 of the question / score management database 106. For example, it is possible for a customer up to the age of 20, who is considered to have a small number of people with reduced ability, to proceed without any problem. In addition, for example, the number of questions for 65 years or older, which is considered to be increasing in number of people with reduced ability, is larger than in other ages. According to the embodiment, by adopting such a configuration, it is considered that the burden on customers in the age when the number of people with reduced ability is considered to be small is reduced, and the number of people with reduced ability is increasing. The ability to confirm the ability to customers of the age can be deepened.

  In the embodiment, in the procedure / score management table 1067 of the question / score management database 106, scores are associated with the types and the number of the procedure errors that have occurred, and not only the answer to the question but also the erroneous input of the personal identification number is input. The score is also calculated due to a procedure error such as the above. For this reason, according to the embodiment, it is possible to determine the customer's ability in a more diversified manner than to determine the customer's ability based only on the questions that have been set.

  In the embodiment, in the question / score management table 1066 of the question / score management database 106, when the score exceeds a predetermined value, a status indicating a decrease in the ability of the customer is turned on. Therefore, according to the embodiment, it is possible to suppress notifying a registered contact or displaying an alert to a transaction by a customer who has just made a mistake in a problem.

<First Modification>
In an embodiment, the question is asked before executing the transaction. However, the timing of setting the question is not limited to before the execution of the transaction, and the question may be set during or after the execution of the transaction. Procedures that are considered to be less likely to reduce customer assets, such as depositing money into an account or registering in a passbook, are considered to be free from problems before executing a transaction. During execution of a transaction, a customer's waiting time may occur due to passbook entry, processing in the bank server 1 or the ATM 2, or the like. In such a case, a problem may be set in the waiting time. When the problem is set in the waiting time, the customer's judgment can be determined efficiently.

<Second modification>
In the embodiment, the customer operates the ATM 2 to perform the procedure. In the second modification, a case will be described in which a customer visits a counter and a staff member of the counter operates the counter terminal 3 to execute a procedure. FIG. 16 is a diagram illustrating an example of a processing flow of the transaction system 500 according to the second modification. Hereinafter, an example of a processing flow of the transaction system 500 according to the second modification will be described with reference to FIG.

  At T1, the receiving unit 301 of the counter terminal 3 receives the transaction offered by the customer. The reception of the transaction is performed, for example, by the customer inputting the customer ID and the transaction content. The notification unit 302 transmits a transaction notification for notifying the transaction received by the reception unit 301 to the bank server 1.

  At T2, the customer management unit 101 of the bank server 1 acquires the customer status. The customer management unit 101 determines whether the status associated with the customer ID is set from the status management table 1053 of the customer management database 105, the status requiring observation is on, or the status requiring caution is on. Make sure you have. At T <b> 3, the customer management unit 101 transmits a customer status notification including information on the status being turned on to the counter terminal 3.

  At T4, the reception unit 301 of the counter terminal 3 receives the customer status notification from the bank server 1. When the status included in the received customer status notification indicates that observation or caution is required, the output unit 303 outputs a message for calling attention to the display of the counter terminal 3 or the like.

  In the second modified example, when the state of the customer requires observation or caution, an alert message is output on the display of the counter terminal 3 or the like. The staff member who has confirmed the message can confirm the transaction contents with the customer or contact the guardian of the customer, for example.

  In the second modified example, for example, when the transaction content of the customer is a procedure registered in the status management table 1053 of the customer management database 105, such as submission of a passbook / card loss report and inquiry of a personal identification number, the window terminal The third receiving unit 301 may notify the bank server 1 of the transaction content, and the bank server 1 may update the status management table 1053 of the customer management database 105 based on the notified transaction content.

<Other modifications>
In the embodiment, when the status included in the customer state notification indicates that observation or caution is required, the transaction unit 201 of the ATM 2 outputs an alert message to the operation screen of the ATM 2 or the like. However, the alert message is issued, for example, by the customer management unit 101 of the bank server 1 instructing the ATM 2 to output an alert message to the ATM 2 when the customer status is “observation required” or “attention required”. Is also good. Such a customer management unit 101 is an example of a “display unit”.

  In the embodiment, the non-face-to-face transaction is executed using the ATM2, but the device used for the non-face-to-face transaction is not limited to the ATM2. The device used for the non-face-to-face transaction may be, for example, an electronic bookkeeping table, a personal computer, a smartphone, a tablet terminal, a mobile phone, a wearable computer, or the like owned by a customer.

  The embodiments and modifications disclosed above can be combined with each other.

<< Computer readable recording medium >>
An information processing program that causes a computer or other machine or apparatus (hereinafter, a computer or the like) to realize any of the above functions can be recorded on a recording medium that can be read by a computer or the like. Then, the function can be provided by causing a computer or the like to read and execute the program on the recording medium.

Here, a recording medium readable by a computer or the like is a recording medium that stores information such as data and programs by electrical, magnetic, optical, mechanical, or chemical action and can be read by a computer or the like. Say. Examples of such a recording medium that can be removed from a computer or the like include a flexible disk, a magneto-optical disk, a Compac
t Disc Read Only Memory (CD-ROM), Compact Disc-Recordable (CD-R), Compact Disc-ReWriterable (CD-RW), Digital Versatile Disc (DVD), Blu-ray Disc (BD), Digital Audio Tape (DAT) , 8 mm tape, and a memory card such as a flash memory. Further, a recording medium fixed to a computer or the like includes a hard disk and a ROM.

500 transaction system 1 bank server 101 reception unit 102 account processing unit 103 transaction management unit 104 question management unit 105 customer management database 1051 customer management table 1052 account management Table 1053 state management table 106 question management score management database 1061 question management table 1062 question pattern management table 1063 score initial value management table 1064 number of questions management table 1065 addition score management table 1066 Questions / Score Management Table 1067 Procedure Type / Score Management Table 107 Transaction History Database 1071 Transaction History Management Table 2 ATM
201 transaction section 202 question section 203 result transmission section 3 counter terminal 301 reception section 302 notification section 303 output section 5 store 600 information processing apparatus 601 CPU
602: main storage unit 603: auxiliary storage unit 604: communication unit 605: input / output unit N1: network

Claims (9)

Customer management means for associating identification information for identifying the customer with a capability value indicating the customer's capability;
A question management means for managing questions to confirm the ability of the customer;
Extracting means for extracting the ability value associated with the identification information of the customer making the transaction from the customer management means,
Determining means for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment of the customer;
Questioning means for setting a question extracted from the question management means for a customer who does business;
Acquiring means for acquiring an answer to the question that has been set,
Updating means for updating the ability value based on the answer,
Information processing system. When the determination unit determines that the ability value satisfies the predetermined condition, the determination unit displays an alert to a transaction device operated by the customer,
The information processing system according to claim 1. The customer management unit further associates a notification destination for each customer with the identification information in advance,
The determining means, when determining that the ability value satisfies the predetermined condition, notifies the notification destination associated with the identification information,
The information processing system according to claim 1. The question management means manages transaction contents and questions in association with each other,
The question means sets a question corresponding to the content of a transaction executed by the customer,
The information processing system according to claim 1. The customer management means further manages the age of the customer in association with the identification information,
The question management means manages the customer's age in association with the number of questions to be set,
The question means, questions the number of questions according to the age of the customer,
The information processing system according to claim 1. The question means performs a question question before a transaction is executed by the customer,
The information processing system according to claim 1. The question means performs the question during a waiting time of the customer caused by the transaction device processing the transaction by the customer,
The information processing system according to claim 1. Computer
A customer management step for associating identification information for identifying the customer with a capability value indicating the customer's capability;
A question management step that manages the questions that confirm the customer's capabilities;
In the customer management step, an extraction step of extracting the capability value associated with the identification information of the customer who makes a transaction,
A judging step of judging whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer;
A questioning step for setting up a question extracted in the question management step for a customer who does business;
An obtaining step of obtaining an answer to the question that has been set,
Updating the ability value based on the answer, and
Information processing method. On the computer,
A customer management step for associating identification information for identifying the customer with a capability value indicating the customer's capability;
A question management step that manages the questions that confirm the customer's capabilities;
In the customer management step, an extraction step of extracting the capability value associated with the identification information of the customer who makes a transaction,
A judging step of judging whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer;
A questioning step for setting up a question extracted in the question management step for a customer who does business;
An obtaining step of obtaining an answer to the question that has been set,
Updating the ability value based on the answer, and
program.

Images