JP2020030530A - Customer correspondence supporting system and customer correspondence support method - Google Patents

Abstract

To make customer's traffic line in a business store preferable considering immediacy to improve customer satisfaction.SOLUTION: A customer correspondence supporting system 100 includes a storage unit 101 storing reception information 125 of a customer obtained related to a prescribed job at a reception machine 200 in a business store and latest information 127 of the number of waiting customers regarding a corresponding job in the business store and an operation unit 104 that applies the latest information 127 of the number of waiting customers to a prescribed rule 128 stipulating a traffic line guidance content for a customer who wishes the job for each size of the number of waiting customers, specifies the traffic line guidance content for a customer who has obtained reception information for the job, and outputs information of a counter or a machine that is a customer correspondence means to which the customer should visit according to the traffic line guidance content to a prescribed device 105.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a customer support system and a customer support method.

  At financial institution branches, factors such as the quality and speed of responding to customers are directly related to customer satisfaction. On the other hand, there have been frequent occurrences of complaints from customers due to the long waiting time due to congestion at the counter.

  Therefore, a concierge is arranged in a predetermined area of the branch office, and a guide number is issued to the customer, guidance of the pre-filling work is performed by the guidance, and measures are taken to arrange the customer flow line in the branch office. . Alternatively, a measure has been proposed in which a pre-entry (reservation operation for a desired job of the customer) is received from a customer terminal on a predetermined system, and when the customer comes to the store, the customer is dealt with in accordance with the pre-entry reception order. .

  As described above, as a conventional technique for appropriately responding to a customer who visits a branch, for example, a plurality of branches are connected to the branch via a communication line, and customer information of the branch is referred to. In the sales office management system including an information management center that manages the automatic management machine, the sales office includes an automatic machine having a plurality of different handling functions, and a sales office management server that manages the automatic machine. The display unit includes a first display mode having a transaction area, and a second display mode having a transaction area and an advertisement sales information area, wherein the sales office management server determines whether the automatic machine is congested. There has been proposed a branch management system (see Patent Literature 1) and the like, in which the display form is selected and displayed based on the display form.

  In addition, a computer system having a module box including an automatic teller machine and a branch office terminal, a host computer having a module box deposit / withdrawal data storage unit and a module box order data storage unit, and an office centralized center terminal Issuing a card for an automatic teller machine in which the identification information of a specific customer, transaction amount information, and transaction identification information are recorded by the branch office terminal; and In the teller machine, when payment using the ATM card is instructed, the specific customer identification information, the transaction amount information, and the transaction identification information are read from the ATM card, When the payment according to the transaction amount information is confirmed, the identification information of the specific customer, the transaction amount information, and the transaction Transmitting a deposit processing request to the host computer including the information, and when the host computer receives data relating to the deposit processing request, the module registers the deposit according to the transaction amount information relating to the deposit processing request. To the deposit / withdrawal data storage unit for the box, and further, in the order data storage unit for the module box, the identification information of the specific customer, the handling amount information, and the transaction identification information relating to the payment processing request are transmitted to the remittance destination. A registration step of registering in a state in which data is insufficient, and at any time after the registration step, when the remittance destination identification information is input in the office centralized center terminal corresponding to the transaction identification information, the transaction identification Information and the remittance destination identification information, And the host computer, upon receiving the data related to the payment request, registering a withdrawal in accordance with the transaction amount information corresponding to the transaction identification information related to the payment request. The remittance process is performed in accordance with the remittee identification information related to the settlement request, and the remittance process is performed in the module box order data storage unit in accordance with the transaction identification information related to the settlement request. There is also proposed an information processing method including a step of registering destination identification information (see Patent Document 2).

JP 2003-16279 A JP 2006-133827 A

  However, various events such as the actual congestion status at the branch and the reception status of advance entries may occur, for example, when a customer is operating an ATM or other device, or when a customer is receiving a counter response by a teller. Can also change from moment to moment. Further, such a change in the event may be different for each device or window.

Even if countermeasures are taken in dealing with customers without taking the above viewpoints into account, there is a sufficient possibility that the customer's flow will become inappropriate and unsuitable, and it will be difficult to suppress waiting time. Such a situation means that the quality of customer service deteriorates, which may lead to a decrease in customer satisfaction.
Therefore, an object of the present invention is to provide a technique for improving the customer satisfaction by making the customer flow line in a branch office suitable in consideration of immediacy.

  A customer support system according to the present invention that solves the above-described problem holds reception information of a customer obtained for a predetermined job at a reception machine at a sales office and latest information on the number of waiting customers for the business at the sales office. A storage unit and a customer who obtains the reception information regarding the work by applying the latest information of the number of waiters to a predetermined rule that determines the flow guidance of the customer who wants the job according to the size of the number of people waiting. And a calculation unit that outputs information on a window or equipment, which is a customer handling means to be visited by the customer, to a predetermined device in accordance with the contents of the flow line guidance.

  In addition, the customer response support method of the present invention includes a storage unit that holds reception information of a customer obtained for a predetermined job at a reception machine of a sales office and the latest information on the number of customers waiting for the business at the sales office. The information processing system provided includes applying the latest information on the number of waiting persons to a predetermined rule that determines the flow guidance of the customer who wants the task according to the size of the number of waiting persons, and obtains the reception information on the task. The flow line guidance content of the customer is specified, and according to the flow line guidance content, information on a window or equipment serving as a customer handling means to be visited by the customer is output to a predetermined device.

  ADVANTAGE OF THE INVENTION According to this invention, it becomes possible to make the customer flow line in a branch suitable considering the immediacy, and to improve customer satisfaction.

FIG. 1 is a network configuration diagram including a customer support system of the present embodiment. It is a figure showing the example of hardware constitutions of the customer response support system in this embodiment. It is a figure showing the example of data composition of reception information in this embodiment. It is a figure showing the example of data composition of case management information in this embodiment. It is a figure showing the example of data composition of waiting number information in this embodiment. It is a figure showing the example of data composition of distribution rule information in this embodiment. It is a figure showing example 1 of a flow of the customer correspondence support method in this embodiment. It is a figure showing example 1 of a screen in this embodiment. It is a figure showing example 2 of a screen in this embodiment. It is a figure which shows the flow example 2 of the customer response support method in this embodiment. It is a figure showing example 3 of a screen in this embodiment. It is a figure showing example 4 of a screen in this embodiment. It is a figure showing example 5 of a screen in this embodiment.

--- Network configuration ---

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram illustrating an example of a network configuration including a customer support system 100 according to the present embodiment. The customer response support system 100 shown in FIG. 1 is a computer system that improves the customer satisfaction by making the customer flow line in a branch suitable for immediateness.

  The customer response support system 100 can be assumed to be an information processing system operated by a financial institution to support a branch office. In the present embodiment, however, this is not an example in which the customer response support system 100 is configured by a dedicated server device or the like, but each device connected to the network 10 described below, that is, a reception device 200, an ATM 300, a teller terminal 400, a sales office server 500, Further, an example is assumed in which the customer response support system 100 is configured by, for example, the reception machine 200, the ATM 300, and the teller terminal 400 in the accounting system 600. Of course, the present invention is not limited to these configurations, and the customer machine 200, the ATM 300, and the teller terminal 400 may be appropriately provided to the customer according to various conditions such as the business flow at the branch office and the arrangement of various resources. The response support system 100 may be configured.

In the present embodiment, the reception device 200, the ATM 300, and the teller terminal 400 (hereinafter, appropriately referred to as the customer response support system 100) constituting the customer response support system 100 are connected via a secure network 10 in a financial institution. They are communicable with each other, and are similarly communicably connected to the sales office server 500 and the accounting system 600.
The sales office server 500 is communicably connected to a customer terminal 700 owned by a customer of the financial institution via an external network 11 such as the Internet.

  Among the devices included in the above-described network configuration, the reception device 200 is a device provided in a branch office and receives designation of a desired business of a visiting customer and identification information from a medium such as a cash card presented by the customer. This is an existing device that performs processing such as acquisition, and issues a receipt with a receipt number based on the receipt status of each job. However, it further includes functions and configurations as the customer response support system 100 of the present embodiment.

The ATM 300 is an ATM arranged in the above-mentioned sales office, and further has a function and a configuration as the customer support system 100 of the present embodiment. The above-mentioned customer will perform various operations involving cash handling, such as payment at the ATM 300, remittance to a predetermined account, and payment of tax and public money, as procedures relating to the desired business.
The teller terminal 400 is an operation terminal of each teller belonging to the sales office, and further has functions and configurations as the customer support system 100 of the present embodiment.

  The branch office server 500 is a server device operated in the branch office described above, and has various information on customers of the branch office, congestion status at the counter and the ATM 300 (waiting) in addition to general business management functions. This is a device that manages information on the number of people.

In addition, as the various information about the customer, for example, in addition to the ID and CIF information (store number, subject, account number) of each customer, biometric information such as a fingerprint, vein, and iris, and information of a pre-entry are assumed. it can.

  The information of the prior entry is information transmitted from the customer to the sales office server 500 via the network 11 by operating the customer terminal 700, and the customer reserves the information to perform a predetermined business procedure at a certain date and time. It is the content that did. The information of the pre-entry is appropriately distributed from the branch server 500 to each device constituting the customer support system 100 via the network 10. Similarly, the above-mentioned congestion status information (hereinafter, information on the number of people waiting) is also appropriately distributed to each device constituting the customer response support system 100.

  Note that the sales office server 500 distributes screen data including a predetermined interface to the customer terminal 700 in order to acquire the information of the advance entry, and accepts the information of the advance entry via this screen. The above-described mechanism pertaining to the prior entry itself may appropriately adopt an existing technology.

  The information on the number of waiting persons is specified, for example, by the following flow. That is, the sales office server 500 acquires the reception information from the reception device 200 for each customer who has performed the reception processing by the reception device 200. In addition, the sales office server 500 determines the number of those customers who have not started processing for the desired business at any of the counters or the ATM 300 among those customers who have gone through the reception processing for each business (for each teller terminal 400 or ATM 300). May be counted), and this is managed as information on the number of waiting people.

  In this case, “the person who has not started the process for the desired job at any of the counters or the ATM 300” receives the information of the procedure start of the customer with respect to the counter or the ATM 300 in the traffic line guidance content specified by the customer support system 100. Those who have not been obtained fall under this category. Therefore, the sales office server 500 acquires the status of the business process performed for each customer from each of the teller terminal 400 and the ATM 300 at each window of the sales office as needed, and based on this status and the reception information, A counter serving as a response means and a structure capable of specifying the number of people waiting at the ATM 300 are provided.

  Further, the accounting system 600 is an existing system that executes accounting processes for financial transactions of each customer at the teller terminal 400 and the ATM 300, and manages and responds to the processing results.

The customer terminal 700 is a terminal operated by the customer of the financial institution. The customer terminal 700 accesses the sales office server 500 and executes the above-described pre-entry registration processing. Specifically, a smartphone or a tablet terminal owned by a customer can be assumed.
--- Hardware configuration ---

  Further, the hardware configuration of each device constituting the customer response support system 100 is as follows. FIG. 2 is a diagram illustrating an example of a basic hardware configuration of the devices (the reception device 200, the ATM 300, and the teller terminal 400) that configure the customer support system 100 of the present embodiment.

Each device constituting the customer response support system 100 includes a storage unit 101 including an appropriate nonvolatile storage element such as an SSD (Solid State Drive) and a hard disk drive, a memory 103 including a volatile storage element such as a RAM, and a storage unit. An operation unit 104 such as a CPU that performs overall control of the apparatus itself and performs various determinations, operations and control processing by reading and executing a program 102 held in the unit 101 to a memory 103 and the like, and key input and voice input from a user An input unit 105 such as a keyboard that accepts data, an output unit 106 such as a display that displays processing data, and a communication unit that is connected to the network 10 and performs communication processing with other devices such as the sales office server 500 and the accounting system 600. 107.

  In addition, in the storage unit 101, in addition to the program 102 for implementing the functions required as the customer support system of the present embodiment, reception information 125, case management information 126, waiting number information 127, and distribution At least rule information 128 is stored.

However, among the devices constituting the customer response support system 100, the reception device 200 includes, in addition to the above information 125 to 128, management information of a reception number generally provided as a reception device (general information and not (Shown) is also held. This management information is a management ledger of a reception number. The reception machine 200 increments the existing reception number by one for the customer's desired business and assigns a reception number to the customer who came to the sales office and performed the predetermined reception operation with the reception machine 200. The information of the reception number is linked with the customer and stored in the management information.
--- Example of data structure ---
Subsequently, information used by the customer support system 100 of the present embodiment will be described. FIG. 3 shows an example of the reception information 125 in the present embodiment.
The reception information 125 is information that stores the result of the reception processing performed by the reception device 200 for each customer who visits the store.

  The reception information 125 is distributed from the reception device 200 to the sales office server 500, the ATM 300, and the teller terminal 400, and is constantly synchronized by each device. Alternatively, when the sales office server 500, the ATM 300, and the teller terminal 400 make inquiries to the reception device 200 as necessary, they are distributed in response to the inquiry.

  The data structure is, for example, a set of records including data such as a reception date and time, a customer ID, a task that has been designated by the customer, and a prior entry number, using the reception number as a key.

  Among them, the customer ID is identification information of a customer who has performed a predetermined reception procedure such as reading a cash card by the reception device 200, and information obtained from the cash card can be assumed.

  The advance entry number is the number of the advance entry registered in the sales office server 500 by operating the customer terminal 700 by the customer. The value of the pre-entry number is obtained from the sales office server 500. Of course, if the customer does not make an advance entry but visits a business office and performs a reception procedure, the value of this advance entry number is not stored in the record.

  FIG. 4 shows an example of the case management information 126 according to the present embodiment. The case management information 126 is information that stores information on cases that are being processed or completed at each window and each ATM 300 in the office. The “item” corresponds to a business desired by each customer, for which the reception processing is performed by the reception device 200 and the information is registered in the reception information 125.

  The case management information 126 is information that the receiving device 200, the ATM 300, and the teller terminal 400 that are performing (or have performed) the predetermined process for each case are synchronized by distributing them to each other. It is also distributed to the server 500 as needed. Alternatively, when the accepting machine 200, the ATM 300, the teller terminal 400, and the sales office server 500 make inquiries to each other as necessary, the latest value is distributed in response to the inquiry.

The data structure includes a pre-entry number, a store number of the sales office that has performed the reception process, a business of the case, and a distribution rule for the case using the reception number (common to the reception information 125) that uniquely specifies the case. A set of records in which the flow route guidance contents applied (based on the information 128), the window (or the ID of the teller terminal 400) serving as the customer handling means or the ID of the ATM 300, and the processing state of the customer handling means are associated with each other. Body.

  Of these, the respective values in the “customer response means” column and the “processing state” column are obtained from the teller terminal 400 or ATM 300 at the corresponding counter at predetermined time intervals using the reception number as a key, or Each time the processing status of the case changes in the 400 or the ATM 300, the corresponding information is distributed and acquired.

  FIG. 5 shows an example of the waiting number information 127 according to the present embodiment. This waiting number information 127 is information storing the number of customers staying at each window and each ATM 300 in the business office, that is, the number of customers in a waiting state.

  The waiting number information 127 is distributed from the sales office server 500 to the receiving machine 200, the ATM 300, and the teller terminal 400, and is constantly synchronized by each device. Alternatively, when the accepting machine 200, the ATM 300, and the teller terminal 400 make inquiries to the sales office server 500 as necessary, they are distributed according to the inquiry.

  The data structure is a set of records in which a store number and a business that uniquely specify a business office are used as keys, and the latest value of the number of people waiting for the business in the business office is associated with the key.

  As described above, the value of the number of waiting persons is determined for each customer (the value of “reception date and time” is set in the reception information 125) for which the sales office server 500 has performed the reception processing by the reception device 200. Among the customers who have received the reception information from the reception device 200 and have received the reception processing, those who have not started the processing for the desired business at any of the counters or the ATM 300 ("processing state" is "start" in the case management information 126). ")" Is a value obtained by summing up each operation.

  In this case, “the person who has not started the process for the desired job at any of the counters or the ATM 300” receives the information of the procedure start of the customer with respect to the counter or the ATM 300 in the traffic line guidance content specified by the customer support system 100. Those who have not been obtained fall under this category. Therefore, the sales office server 500 acquires the status of the business process performed for each customer from each of the teller terminal 400 and the ATM 300 at each window of the sales office as needed, and based on this status and the reception information, A counter serving as a response means and a structure capable of specifying the number of people waiting at the ATM 300 are provided.

  It should be noted that the value of the number of waiting persons includes, for example, the number of customers who have already entered in advance for today but have not yet performed the reception processing. In other words, in addition to the customers who are actually in the standby state at the current branch, customers who have not visited the store itself or who have visited but have not yet performed the reception procedure at the reception device 200 are also very close, such as during today's business hours. It is a value included in the count target, as it will be added to the waiting number with a high probability in the future.

  FIG. 6 shows an example of the distribution rule information 128 in the present embodiment. The distribution rule information 128 is information in which flow line guidance contents for customers desiring the business are stored for each size of the number of customers waiting, which is defined for each business in each branch.

  As for the distribution rule information 128, the reception device 200, the ATM 300, and the teller terminal 400, which constitute the customer support system 100, respectively have the same information in advance.

The data structure includes, for example, a condition of a waiting person, a condition of a user attribute, a flow line guidance content to be applied, and a priority (priority in the same business) using a store number and a business name of a branch as keys. An aggregate of records composed of data.

  Among them, the condition of the user attribute is a condition when the flow route guidance content is different depending on whether the customer is, for example, VIP, whether the biometric information is registered, or the like. However, this is not a mandatory item.

In addition, the priority indicates which one has priority when there are a plurality of types of conditions for the number of waiting persons for the same job (in this case, there are a plurality of records corresponding to the distribution rule information 128). Specifically, the smaller the priority value, the higher the priority.
−−− Flow example 1 −−−

  Hereinafter, the actual procedure of the customer response support method in the present embodiment will be described with reference to the drawings. Various operations corresponding to the customer support method described below are implemented by a program that the customer support system 100 reads out to a memory or the like and executes. This program is composed of codes for performing various operations described below.

  FIG. 7 is a diagram illustrating a flow example 1 of the customer response support method in the present embodiment. Here, it is assumed that a customer of a financial institution makes a reservation for a desired financial transaction (business), that is, a prior entry on the WEB.

  In this case, the customer terminal 700 that has received the operation of the customer accesses the WEB site (the screen 1000 in FIG. 8) distributed by the sales office server 500 (s10). This web site is a web site for receiving an advance entry.

  The above-mentioned customer browses the WEB site on the display of the customer terminal 700, and identifies his / her own identification information (eg, customer ID and CIF), the content of the desired financial transaction (eg, payment of tax and public money), and Information on the business office to be used (eg, business office number "123") is input.

  On the other hand, the sales office server 500 acquires the above-mentioned input by the customer through the WEB site, and stores it in the storage unit thereof as advance entry information (s11). At the time of this storage, the sales office server 500 assigns a pre-entry number to uniquely specify the pre-entry to the pre-entry information. As a method of assigning an advance entry number, a general method of assigning an ID may be appropriately employed, such as incrementing a numerical value portion of an ID in the order of entry reception.

In addition, the sales office server 500 generates a code (eg, a general barcode or a two-dimensional code) associated with the prior entry number in accordance with the storage of the prior entry information, and transmits the data of the code to the customer terminal. The content is distributed to the user 700 (screen 1010 in FIG. 9) (s12). The above-mentioned code can be assumed to be obtained by coding advance entry information including a prior entry number.
On the other hand, the customer terminal 700 receives the above code distributed from the sales office server 500, stores it in the storage unit (s13), and ends the process.
It should be noted that the flow relating to the advance entry described above is executed only when the customer performs the advance entry.
−−− Flow example 2 -−−

Next, a flow when a customer (including a customer who has performed the above-described pre-entry) visits a business office and performs a procedure regarding a desired financial transaction (business) will be described. FIG. 10 is a diagram illustrating a flow example 2 of the customer response support method in the present embodiment.

  The customer who has visited the office first goes to the reception machine 200 and performs a reception procedure. The accepting device 200 constantly displays a predetermined initial screen (screen 1020 in FIG. 11), and accepts designation of a financial transaction desired by the customer on this initial screen (s20).

  A customer who has not made an advance entry taps a financial transaction-specific icon on the initial screen and specifies a desired financial transaction. Further, the customer inserts his / her own passbook or cash card into a sorter provided in the reception device 200 and reads the passbook or cash card.

  The receiving machine 200 that has received the above-described series of customer operations acquires the type of financial transaction desired by the customer and identification information such as the customer's ID and CIF (s201).

  Note that a code reading button 1021 is displayed on the initial screen as illustrated in FIG. As described in the flow example 1, the customer who has completed the pre-entry holds the code in the customer terminal 700.

  Therefore, the customer who has already entered the code taps the code reading button 1021 and then holds the code displayed on the display of his / her customer terminal 700 over the camera unit of the reception device 200.

  The accepting device 200 acquires the read data of the code via the camera unit, and makes a request for the advance entry information to the sales office server 500 using the value of the advance entry number indicated by the data as a key (s202).

  In response to the request from the accepting device 200 described above, the sales office server 500 extracts the prior entry information designated by the request from the prior entry information held in the storage unit, Return (s203). The pre-entry information includes customer identification information (eg, customer ID and CIF), contents of a desired financial transaction, and a branch (eg, branch number “123”) scheduled to be used for the financial transaction. Information is included.

  On the other hand, the reception machine 200 receives the pre-entry information returned by the sales office server 500, and obtains the type of financial transaction desired by the customer and the identification information such as the CIF of the customer included in the pre-entry information. Is performed (s204).

  After receiving the identification information of the customer and the information of the desired financial transaction, etc., through the above-mentioned steps s201 and s204, the accepting machine 200 issues a receipt of the acceptance number based on the receiving situation of each business such as the type of the financial transaction (s21). .

  The reception status for each business is, for example, the number of customers who have performed reception procedures for each financial transaction such as payment of tax and public money, deposit and withdrawal, and large withdrawal. Therefore, it is assumed that the accepting machine 200 increments and manages the number of customers related to the financial transaction for which the receipt is issued, every time the receipt is issued. It should be noted that the receipt may be issued either when the receipt number is printed and output on a paper medium or when the receipt number is distributed to the customer terminal 700.

In addition, the reception machine 200 performs the reception processing on each information of the reception number, the customer identification information, the desired financial transaction (business), and the advance entry number (if any) obtained up to s21. A record of the reception information 125 is generated by adding a date and time value, and stored in the storage unit (s2
2).

  The receiving machine 200 distributes and synchronizes the reception information 125 in which the record is newly stored in s22 described above to the sales office server 500, the ATM 300, and the teller terminal 400 (s23).

  Note that, in the present embodiment, an example has been described in which the above-described distribution / synchronization is performed for the sales office server 500, the ATM 300, and the teller terminal 400, but one of these devices manages the reception information 125. In the case of the mode, the distribution / synchronization can be performed only for the device. In this case, the target device of the distribution / synchronization is the subject of the customer response support method, and in response to inquiries from the accepting machine 200, the ATM 300, the teller terminal 400, and the sales office server 500, the customer response support method is executed. An operation mode in which necessary information is responded (the same applies hereinafter).

  Further, in the above-described example, the explanation has been given based on the situation where the customer first visits the sales office and heads for the reception machine 200. However, a case where the customer first visits the ATM 300 or the counter can be assumed. In this case, similar to the reception machine 200 described above, the ATM 300 and the teller terminal 400 at the counter perform a series of procedures such as information acquisition via the initial screen and acquisition of advance entry information accompanying code reading. Therefore, it is assumed that the ATM 300 and the teller terminal 400 have the same configuration and function as the reception machine 200 in addition to the general configuration and function from before.

  On the other hand, the sales office server 500 that has obtained the latest reception information 125 by the above-described distribution specifies a record in which a value is set in the “reception date and time” in the reception information 125, that is, specifies a customer who has completed reception processing. Among the identified customers, those who have not started the processing of the desired financial transaction at any of the counters or the ATM 300 ("processing state" is "before start" in the case management information 126) are totaled for each business, and the number of waiting persons Is counted (s24). It should be noted that the number of waiting persons includes the number of customers who have been entered in advance for the financial transaction but have not yet received the reception information.

  In addition, even while such various processes are being performed, the ATM 300 and the teller terminal 400 are proceeding with the financial transaction processing for various customers (projects) that have already been accepted. Therefore, the information of the case that is being processed or completed at each window and each ATM 300 (the information included in the record of the case management information 126) is the ATM 300 or the teller terminal 400 that has performed (or performed) the predetermined processing for the case. Are synchronized with each other and are kept up to date.

  Further, the branch server 500 sets the value of the waiting number counted in s24 as the value of the “waiting number” column related to the financial transaction in the waiting number information 127 (s25), and sets the waiting number information 127 after this setting. , To the reception device 200, the ATM 300, and the teller terminal 400 (s26).

  Subsequently, the accepting machine 200 applies the value (latest information) of the number of waiting persons indicated by the number of waiting persons information 127 to the distribution rule information 128, and obtains the receiving information 125 regarding the financial transaction in s201 and s204. Information of a series of customer handling means that the customer should visit sequentially is specified as the flow line guidance content of the customer (s27).

For example, it is assumed that the financial transaction desired by the target customer is payment of “tax and public money” and the number of waiting persons is “4”. When this value of the number of waiting persons is applied to the distribution rule information 128, among the records in which “business” is “tax and public money”, records in which “waiting person condition” is “5 or less” can be specified. The value of “flow line guidance content” in this record is “ATM → window”. Therefore, the reception device 200 can specify the value of “ATM → window” which is “flow line guidance content” as information of a series of customer handling means that the customer should sequentially visit. In step s27, the flow line guidance content may be specified in consideration of the user attributes (biological information, VIP) of the customer.

  If the ATM 300 is ahead of the window in the order of combination in the flow line guidance contents (information of a series of customer support means) specified as described above, the number of customers included in the number of people waiting at the window is considered. In this case, the customer may be targeted for priority calling at the counter. In this case, for example, the device that has specified the flow route guidance contents (the receiving device 200 in the case described above) gives, for example, a priority call flag or the like to the record of the relevant case in the case management information 126. Then, when the counter is dealt with according to the content of the flow line guidance, the teller terminal 400 of the counter recognizes the flag in the corresponding record of the case management information 126, and the other customer (the person included in the waiting person) (2) Execute the window call process first.

  In addition, the accepting device 200 transmits the information of the contact or the ATM 300 in the combination of one or more contacts and one or more ATMs 300 indicated by the information of the series of customer response means specified as the flow route guidance contents in s27, It is displayed on the output unit (screen 1030 in FIG. 12) (s28). Here, the customer can recognize where he should go and the flow of the procedure.

  Such display is preferably performed whenever necessary by the ATM 300 or the teller terminal 400 of the corresponding “customer response means” whenever the status of the “processing state” changes in the case management information 126. That is, in the combination of one or a plurality of windows and one or a plurality of ATMs 300 indicated by the information of the series of customer service means specified as the flow line guidance contents in s27, the information of the window or the ATM 300 is the combination of the information. In accordance with the order, the reception unit 200, the ATM 300, and the teller terminal 400 are displayed on the output unit of the one currently in charge of processing.

  On the other hand, the customer understands the information of the series of customer response means displayed in s28, that is, the contents of the flow route guidance, and proceeds with the payment of the financial transaction “tax and public money” desired by himself / herself. After the payment is made, the visitor visits the "window" to perform a predetermined face-to-face procedure by the teller, and for example, the process of refund of the reduced amount of exemption is performed through the revisit of "ATM".

  Therefore, it is assumed that the customer visits the ATM 300, performs a predetermined operation regarding “tax and public money”, and performs a cash payment process. In this process, the customer displays the above-mentioned code on the customer terminal 700 and reads the code on the ATM 300.

  In this case, the ATM 300 obtains at least the reception number and the identification information of the customer when performing the processing related to the financial transaction of “tax public money” with respect to the above-mentioned customer, and obtains a processing status value (eg, “tax public money” for “tax public money”). "Processing") and its own identification information (for example, ATM ID) are linked, distributed to the reception device 200, the teller terminal 400, and the sales office server 500. The information 126 is updated and synchronized (s29).

  After the above-described s29, for example, the sales office server 500 specifies the record in which the value of the “reception date and time” is set in the reception information 125, that is, the customer for whom the reception processing has been completed, in the same manner as the above-described s24, and specifies here. Of the customers who have not started the processing for the desired financial transaction at any of the counters or the ATM 300 ("processing state" is "before start" in the case management information 126) for each business, the number of waiting persons is counted. The value is counted, and the waiting number information 127 is updated (s30). The updated contents are distributed to the accepting device 200, the ATM 300, and the teller terminal 400 as needed.

  Subsequently, the ATM 300 applies the value of the waiting number (the latest information) indicated by the updated waiting number information 127 to the distribution rule information 128 as described above, and the operation that the reception device 200 has already specified in s27. Among the line guidance contents (specifiable by the case management information 126), the information is updated for items after the customer has not been visited (s31), and the updated contents of the case management information 126 are transmitted to the receiving machine 200, the teller. It is distributed to the terminal 400 and the sales office server 500, and is synchronized (including its own).

  For example, it is assumed that the flow line guidance content specified by the reception device 200 is “ATM → window” at the time of s27 described above, that is, at the timing (A) when the customer has just visited the sales office. Then, it is assumed that when the customer visits the ATM 300 and pays “tax and public money” in cash, the congestion status of the financial transaction at the business office has changed from the timing (A) described above.

  If the change indicates an increase in the congestion status (for example, the number of waiting persons increases from four to seven), the ATM 300 determines that the number of waiting persons for the financial transaction “tax public money” as a result of the above-described s31. Is determined to be “10 or less”, and “ATM → window → ATM” is specified again as the flow line guidance content. In the case of the customer described above, the content of the flow line guidance presented at the reception device 200 is “ATM → window”, and the one that has not been visited is the “window”.

  In the ATM 300, the subsequent flow line guidance content for the customer is “window → ATM”, and the value of “flow line guidance content” managed in the case management information 126 is changed to “window → ATM” (or the original flow line). The information is updated to “ATM → window → ATM” so that the guidance content can be recognized.

  On the other hand, if the change indicates a decrease in the congestion state (eg, the number of waiting persons has decreased from four to three), the ATM 300 determines that the financial transaction “tax public money” It is determined that the “number of people” is “3 or less”, and “window” is specified again as the flow line guidance content. In the case of the customer described above, the content of the flow line guidance presented at the reception device 200 is “ATM → window”, and the one that has not been visited is the “window”.

  The ATM 300 only has “window” for the subsequent flow line guidance content for the customer, and updates the value of “flow line guidance content” managed in the case management information 126 to “window”.

  In the distribution rule information 128 shown in FIG. 6 and the like of the present embodiment, as the specific examples of the flow line guidance contents, only “window”, “ATM → window”, “ATM → window → ATM”, and “ATM” only , “Contact → ATM”. However, other examples of various flow line guidance contents can be assumed.

  For example, "ATM → contact → contact", "ATM → ATM → contact", "ATM → ATM → ATM", "contact → ATM → contact", "contact → ATM → ATM", "contact → contact → ATM", Such things as "window → window → window" correspond. Of course, the combination of the number of devices and counters such as ATM is not limited to this.

  Subsequently, the ATM 300 displays, on the output unit, each information of the window or the ATM 300 in the one or more windows and the combination of the one or more ATMs indicated by the information of the flow line guidance content specified and updated in s31 (FIG. 13). Screen 1040) (s32).

  The reception machine 200, the ATM 300, the teller terminal 400, and the sales office server 500, which constitute the customer response support system 100, perform the above-described latest waiting person information until the processing relating to the desired financial transaction of the customer is completed. The identification and display of the flow line guidance contents based on the information 127 are executed at predetermined time intervals or each time the waiting person information 127 is updated (s33: n → s29 → s33: y).

Although the best mode for carrying out the present invention has been specifically described above, the present invention is not limited to this, and can be variously modified without departing from the gist thereof.
According to the present embodiment, it is possible to improve the customer satisfaction by making the customer flow line in the branch office suitable in consideration of immediacy.

  At least the following will be made clear by the description in this specification. That is, in the customer response support system of the present embodiment, the arithmetic unit, by applying the latest information of the number of waiting people to the rule, as the flow line guidance content of the customer who has obtained the reception information on the business, The information of a series of customer service means that the customer should visit sequentially is specified, and the information of the one or more windows and the information of the window or equipment in the combination of one or more of the devices indicated by the information of the series of customer service means May be output to a predetermined device in the order of the combination.

  According to this, for example, after paying public money in cash at an ATM, which is a device, based on the number of people waiting at the counter (or ATM) at that time, that is, the congestion situation, the user moves to the counter and meets the teller. A series of flow guidance, such as performing a procedure and then returning to the ATM to receive a refund, can be presented to the customer. As a result, it is possible to further improve the customer satisfaction by making the customer flow line in the branch more suitable in consideration of immediacy.

  Further, in the customer support support system of the present embodiment, the computing unit, in the information of the series of customer response means specified for the customer, if the device is ahead of the window in the order of the combination in the combination, In the customer group included in the number of people waiting at the window, the customer may be specified as a target of priority calling at the window and a predetermined process may be performed.

  According to this, it is possible to give preferential treatment to the customer who performs the procedure with the device such as the ATM first in terms of the promptness of the counter. This leads to a situation in which the customer is motivated to carry out the procedures themselves, and is less concerned about dealing with counters. As a result, it is possible to further improve the customer satisfaction by making the customer flow line in the branch more suitable in consideration of immediacy.

  Further, in the customer support support system of the present embodiment, after calculating the information of the series of customer support means for the customer, the arithmetic unit applies the latest information on the number of waiting persons held in the storage unit to the rule. In the series of customer response means, the information is updated for those after the customer has not visited, information of the customer response means after the update indicates, each information of the window or device in the combination, The data may be output to a predetermined device in the order of the combination.

  According to this, it is possible to update the flow line guidance content according to the above-mentioned waiting number that changes from moment to moment, and to present this to the customer. As a result, it is possible to further improve the customer satisfaction by making the customer flow line in the branch more suitable in consideration of immediacy.

  Further, in the customer support support system of the present embodiment, the arithmetic unit, when updating the information, after specifying the information of the series of customer support means with respect to the customer, the storage unit holds the latest information. To the number of waiting persons, also add the number of customers who have been pre-entry from the customer terminal for the business of the branch office but have not yet obtained the reception information, and apply the latest information of the number of waiting persons who have performed the addition to the rule. Then, the information may be updated for a series of customer response means after the customer has not visited.

  According to this, not only the number of customers staying in the branch but also customers who have not yet visited the store but who have already entered in advance can be included in the waiting queue. This leads to specifying the flow route guidance content based on the congestion situation in the near future in addition to the congestion situation at the present time. As a result, it is possible to further improve the customer satisfaction by making the customer flow line in the branch more suitable in consideration of immediacy.

  Further, in the customer response support method of the present embodiment, the information processing system applies the latest information on the number of waiting persons to the rule, so that the flow line guidance content of the customer who has obtained the reception information with respect to the business. Identifying information of a series of customer handling means that the customer should visit sequentially, and indicating each of the windows or devices in the combination of one or more of the windows and one or more of the devices indicated by the information of the series of customer processing units The information may be output to a predetermined device according to the order of the combination.

  Further, in the customer service support method of the present embodiment, when the information processing system, in the information of the series of customer service means specified for the customer, if the device is ahead of the window in the order of the combination, The customer may be specified as a target of a priority call at the window, and a predetermined process may be performed from a customer group included in the number of people waiting at the window.

  Further, in the customer handling support method of the present embodiment, after the information processing system specifies the information of the series of customer handling means with respect to the customer, the information processing system applies the latest information of the number of waiting persons stored in the storage unit to the rule. Then, among the series of customer response means, the information is updated for those after the customer has not visited, and the information of the customer response means that has passed through the update indicates the information of the window or device in the combination. May be output to a predetermined device according to the order of the combination.

  Further, in the customer response support method of the present embodiment, when the information processing system updates the information, after specifying the information of the series of customer response means with respect to the customer, the storage unit holds the latest information. To the number of waiting people, also add the number of customers who have been pre-entry from the customer terminal for the business of the branch office but have not yet received the reception information, and the latest information of the number of waiting people who performed the addition to the rule By applying the information, information may be updated for a series of customer response means after the customer has not visited.

10, 11 Network 100 Customer support system 101 Storage unit 102 Program 103 Memory 104 Operation unit 105 Input unit 106 Output unit 107 Communication unit 125 Reception information 126 Case management information 127 Waiting person information 128 Distribution rule information 200 Reception machine 300 ATM
400 Teller terminal 500 Sales office server 600 Accounting system 700 Customer terminal

Claims (10)

A storage unit that holds customer reception information obtained for a predetermined job at a reception machine of a branch office, and the latest information on the number of customers waiting for the business of the branch office,
By applying the latest information on the number of waiting people to a predetermined rule that determines the content of guidance for the customer who wants the job according to the size of the number of people waiting, the guidance of the customer who obtains the reception information on the job An arithmetic unit that specifies the content and outputs information of a window or a device serving as a customer service unit to be visited by the customer to a predetermined device according to the content of the flow line guidance;
A customer support system comprising: The arithmetic unit includes:
By applying the latest information of the number of waiting people to the rule, as the flow line guidance content of the customer who has obtained the reception information for the business, specify information of a series of customer handling means that the customer should visit sequentially, The information of the one or a plurality of windows and the one or a plurality of the devices in the combination of the devices or the devices indicated by the information of the series of customer response means is output to a predetermined device according to the order of the combination.
The customer support system according to claim 1, wherein: The arithmetic unit includes:
In the information of the series of customer response means specified for the customer, if the device is ahead of the window in the order of the combination, in the customer group included in the number of people waiting at the window, the customer Identify as a priority call target at the window, and perform a predetermined process,
3. The customer support system according to claim 2, wherein: The arithmetic unit includes:
After specifying the information of the series of customer handling means with respect to the customer, the latest information of the number of waiting persons held in the storage unit is applied to the rule, and the customer of the series of customer handling means is not visited. The information is updated for the subsequent ones, and the information of the customer service means that has passed through the update indicates, each information of the contact or the device in the combination is output to a predetermined device according to the order in the combination.
3. The customer support system according to claim 2, wherein: The arithmetic unit includes:
In updating the information, after specifying the information of the series of customer response means with respect to the customer, the storage unit is pre-entry from the customer terminal for the business of the branch office to the waiting person holding the latest information. However, the number of customers who have not yet obtained the reception information is also added, and the latest information on the number of waiting persons who have performed the addition is applied to the rule. Update information about something after that,
The customer support system according to claim 4, wherein: An information processing system including a storage unit for storing reception information of a customer obtained for a predetermined job at a reception machine of a sales office, and the latest information on the number of customers waiting for the business of the sales office,
By applying the latest information on the number of waiting people to a predetermined rule that determines the content of guidance for the customer who wants the job according to the size of the number of people waiting, the guidance of the customer who obtains the reception information on the job Identify the contents, and output information on a window or equipment as a customer service means to be visited by the customer to a predetermined device according to the contents of the flow line guidance,
A customer support method characterized by the following: The information processing system,
By applying the latest information of the number of waiting people to the rule, as the flow line guidance content of the customer who has obtained the reception information for the business, specify information of a series of customer handling means that the customer should visit sequentially, The series of information corresponding to the customer response means indicates one or a plurality of windows and each information of a window or a device in a combination of one or a plurality of the devices, and outputs the information to a predetermined device according to the order in the combination.
7. The customer support method according to claim 6, wherein: The information processing system,
In the information of the series of customer response means specified for the customer, if the device is ahead of the window in the order of the combination, in the customer group included in the number of people waiting at the window, the customer Identify as a priority call target at the window, perform a predetermined process,
The customer support method according to claim 7, wherein: The information processing system,
After specifying the information of the series of customer handling means with respect to the customer, the latest information of the number of waiting persons held in the storage unit is applied to the rule, and the customer of the series of customer handling means is not visited. Update the information about the subsequent ones, indicate the information of the customer response means after the update, each information of the contact or equipment in the combination, output to a predetermined device in the order of the combination,
The customer support method according to claim 7, wherein: The information processing system,
In updating the information, after specifying the information of the series of customer response means with respect to the customer, the storage unit is pre-entry from the customer terminal for the business of the branch office to the waiting person holding the latest information. However, the number of customers who have not yet obtained the reception information is also added, and the latest information on the number of waiting persons who have performed the addition is applied to the rule. Update information about something after that,
The customer support method according to claim 9, wherein:

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