JP2020081017A - Face-to-face counter and face-to-face communication support system - Google Patents

Abstract

To support smooth communication through a face-to-face counter.SOLUTION: A face-to-face counter comprises an aerial display device. The aerial display device displays a first image output by a first display device on a top plate as a first aerial image visible from a position in front of the top plate of the face-to-face counter, and displays a second image output by a second display device at a position opposed to the first aerial image along a longitudinal direction on the top plate as a second aerial image visible from the rear of the top plate.SELECTED DRAWING: Figure 1

Description

TECHNICAL FIELD The present invention generally relates to a technique for supporting communication between facing users.

In recent years, due to the long-term low interest rate policy, there is a tendency that the operating profit obtained by loaning deposits and savings is declining. For this reason, an increasing number of financial institutions are focusing on selling financial products such as investment trusts as a source of income instead of operating income. Such financial institutions are reducing the number of conventional procedure windows from stores and expanding the face-to-face counters for providing guidance and consultation on financial products. As a face-to-face counter, there is a face-to-face counter disclosed in Patent Document 1, for example.

JP 2008-119269 JP

The face-to-face counter has a screen for the operator and a screen for the customer separately, but each screen does not block the line of sight between the operator and the customer, and the screen between the operator and the customer In order to avoid obstructing physical communication such as handing over documents, it is generally installed on at least one of the left and right of the linear range connecting the operator and the customer. For this reason, there is a problem in that both the operator and the customer need to move their line of sight from the partner to the screen greatly when viewing the screen. This is one of the causes of hindering smooth communication. Also, when the operator explains the contents and operation of the customer screen to the customer, it is difficult to directly point the customer screen with a finger etc. There is a problem inevitably. This also contributes to hindering smooth communication.

In order to solve such a problem, a screen for an operator and a screen for a customer are shared (a form (for example, a form in which a screen is portable such as a tablet or a form in which the screen is embedded in a top plate) is used). However, when the operator and the customer look at the screen at the same time, one or both of the operator and the customer look into the screen from the side or the top, which makes it difficult to see the screen.

The above problem may also occur when the first user and the second user face-to-face communication at an institution other than a financial institution. In the case of the above-mentioned financial institution, the customer is an example of the first user and the operator is an example of the second user.

The face-to-face counter is equipped with an aerial display. This aerial display device displays the first image output by the first display device on the top plate as a first aerial image visible from the front of the top plate of the face-to-face counter, and the second display device. The second image output by is displayed as a second aerial image visible from the rear of the top plate at a position facing the first aerial image along the front-back direction on the top plate.

According to the present invention, both the first image for the first user and the second image for the second user are lined along the front-back direction connecting the first user and the second user. Can be placed on top. For this reason, both the first user and the second user can see the image without moving the line of sight from the other party, thereby supporting smooth communication via the face-to-face counter. ..

FIG. 3 is a diagram showing a configuration of a face-to-face consultation counter according to the first embodiment. FIG. 6 is a diagram showing a configuration of a face-to-face consultation counter according to the second embodiment. FIG. 8 is a diagram showing a configuration of a face-to-face consultation counter according to the third embodiment. FIG. 6 is a diagram showing a configuration of a face-to-face consultation counter according to a fourth embodiment. The figure which shows an example of a display of the 2nd display range on a screen for operators, and a display of the 1st display range on a screen for customers. The figure which shows the example which an operator points a customer screen from the back side of a customer screen. The figure which shows another example of the display of the 2nd display range in a screen for operators, and the display of the 1st display range in a screen for customers. FIG. 1 is a diagram showing a configuration of a face-to-face consultation support system according to the first embodiment. The figure which shows an example of a structure of the screen for operators and the screen for customers.

In the following description, the “interface device” may be one or more interface devices. The one or more interface devices may be at least one of the following:
-One or more I/O (Input/Output) interface devices. An I/O (Input/Output) interface device is an interface device for at least one of an I/O device and a remote display computer. The I/O interface device for the display computer may be a communication interface device. The at least one I/O device may be a user interface device, for example, an input device such as a keyboard and pointing device, or an output device such as a display device.
-One or more communication interface devices. The one or more communication interface devices may be one or more communication interface devices of the same type (for example, one or more NICs (Network Interface Cards)) or two or more communication interface devices of different types (for example, NIC and It may be an HBA (Host Bus Adapter).

Further, in the following description, “memory” is one or more memory devices, and typically may be a main storage device. At least one memory device in the memory may be a volatile memory device or a non-volatile memory device.

Further, in the following description, the “persistent storage device” is one or more persistent storage devices. The permanent storage device is typically a non-volatile storage device (for example, an auxiliary storage device), and specifically, for example, is an HDD (Hard Disk Drive) or SSD (Solid State Drive).

Further, in the following description, the "storage device" may be at least the memory of the memory and the permanent storage device.

Moreover, in the following description, a "processor" is one or more processor devices. The at least one processor device is typically a microprocessor device such as a CPU (Central Processing Unit), but may be another type of processor device such as a GPU (Graphics Processing Unit). At least one processor device may be single-core or multi-core. The at least one processor device may be a processor core. The at least one processor device may be a processor device in a broad sense such as a hardware circuit (eg, FPGA (Field-Programmable Gate Array) or ASIC (Application Specific Integrated Circuit)) that performs a part or all of the processing.

Further, in the following description, the function may be described by the expression “kkk part”, but the function may be realized by one or more computer programs being executed by a processor. It may be realized by the above hardware circuit (for example, FPGA or ASIC). When the function is realized by the program being executed by the processor, the predetermined process is performed while appropriately using the storage device and/or the interface device, so that the function may be at least part of the processor. Good. The processing described by using the function as a subject may be processing performed by the processor or a device including the processor. The program may be installed from a program source. The program source may be, for example, a program distribution computer or a computer-readable recording medium (for example, a non-transitory recording medium). The description of each function is an example, and a plurality of functions may be combined into one function or one function may be divided into a plurality of functions.

An overview of some of the embodiments described below is as follows.

By realizing the screen display by aerial image formation, the substance of the display screen does not exist on the top plate, and the display screen can be arranged on a straight line connecting the operator and the customer in the front-rear direction. Since the aerial image can physically pass, it does not interfere with the exchange of documents between the operator and the customer.

The aerial images are visible only from the front of each aerial image, and the customer cannot see the contents displayed on the operator screen. For this reason, it is possible to display on the operator screen information such as customer transaction records and credit information that only the operator needs to display. On the other hand, when the operator explains the contents displayed on the customer screen or gives instructions on how to operate, the information displayed on the customer screen is displayed on the operator screen, and the display layout only. By displaying the screen which is horizontally reversed, the operator can share the display contents as if the user screen is seen through from the back side (back side). Also, if the operator screen and the customer screen are arranged at substantially the same position along the front-rear direction, the operator can directly point the operator screen to the customer from the back side of the customer screen. Corresponding to pointing, it is possible to explain the display contents of the customer screen and guide the operation method.

Hereinafter, some embodiments of the present invention will be described in detail. In the following examples, the first user is a customer, the second user is an operator, and communication is consultation.

FIG. 1 shows the configuration of a face-to-face consultation counter according to the first embodiment. In addition, FIG. 1 (and FIGS. 2 to 4 described later) schematically shows, for example, a general configuration of the face-to-face consultation counter in a plan view as seen from the left.

In the following description, as shown in FIG. 1, in the face-to-face consultation counter 100, the side with the customer 11 is “front”, the side with the operator 10 is “rear”, and the front side of the paper is “left side”. , And the back side of the paper is referred to as the “right side”. This also applies to Examples 2 to 4.

The face-to-face consultation counter 100 includes an aerial display device 101. The aerial display device 101 has a customer screen 5 (first screen) in which an image (one example of a first image) output by the display device 3 (one example of a first display device) can be visually recognized from the front of the top plate 1. An image (an example of the second image) displayed on the top plate 1 as an aerial image) and output by the display device 2 (an example of the second display device) is displayed on the top plate 1 along the front-back direction. It is displayed as a screen 4 for an operator (an example of a second aerial image) visible from the rear of the top plate 1 at a position facing the screen 5 for customers. Both the image for the customer 11 and the image for the operator 10 can be arranged on a straight line connecting the customer 11 and the operator 10 along the front-rear direction. For this reason, both the customer 11 and the operator 10 can see the image without moving the line of sight from the other party, and thus can support a smooth consultation through the face-to-face consultation counter 100.

The top plate 1 is made of a light-transmissive material. The aerial display device 101 includes display devices 3 and 2 that are symmetrically installed under the top plate 1 along the front-rear direction, and two images output from the display devices 3 and 2 on the top plate 1, respectively. Optical screens for displaying as a customer screen 5 and an operator screen 4 are provided. In this way, the aerial display device 101 can be provided at a position below the top plate 1 where it does not interfere with the consultation between the customer 11 and the operator 10.

Specifically, the face-to-face consultation counter 100 includes the top plate 1 made of a light-transmissive material. The top plate 1 is a plate having the left-right direction (or the front-back direction) as the longitudinal direction. A beam splitter for forming images output from the display devices 2 and 3 and the display devices 2 and 3 as screens 4 and 5 under the top plate 1 (for example, in a housing provided under the top plate 1). An aerial display device 101 composed of 6 and 7 and retroreflective materials 8 and 9 is provided. The beam splitters 6 and 7 and the retroreflective materials 8 and 9 are examples of optical components.

The images (images) output from the display devices 2 and 3 pass through the beam splitters 6 and 7 and the retroreflective materials 8 and 9 and are imaged as screens 4 and 5, respectively. For example, the screens 4 and 5 are located in line symmetry with the display devices 2 and 3 and the beam splitters 6 and 7, and the display content is equivalent to the display content of the display devices 2 and 3.

The operator screen 4 is visible only from the front side of the retroreflective material 8, and the customer screen 5 is visible only from the front side of the retroreflective material 9. The operator 10 is the operator screen 4 only, and the customer 11 is the customer. Only the display screen 5 can be visually recognized. As described above, the screens 4 and 5 are present on the straight line connecting the operator 10 and the customer 11, so that the display content can be confirmed without significantly moving the line of sight of the partner. Further, since the screens 4 and 5 have no substance, it is possible to pass the documents and the like through the screens 4 and 5.

The display device 3 for displaying the customer screen 5, the beam splitter 7, and the retroreflective material 9 may be configured as a first display unit, and similarly, the display device for displaying the operator screen 4 2, the beam splitter 6 and the retroreflective material 8 may be configured as a second display unit. Since the first display unit and the second display unit are symmetrically arranged along the front-rear direction, the screens 4 and 5 are arranged on the top plate 1 and on the straight line connecting the customer 11 and the operator 10 along the front-rear direction. You may face each other.

In this embodiment, the beam splitters 6 and 7 and the retroreflective materials 8 and 9 are used as the optical components forming the screens 4 and 5, but another component such as a double corner reflector is used to form the screen. There is no problem even if it is used as a part.

The customer 11 can operate the customer screen 5 as if he or she were operating a touch panel. Similarly, the operator 10 can operate the operator screen 4 as if operating the touch panel. To achieve this, the face-to-face consultation counter 100 includes a sensor group that is one or more sensors that detect that an object such as a human hand has entered. For example, the sensor group includes an infrared touch device 55 arranged below the customer screen 5 and an infrared touch device 44 arranged below the operator screen 4. At least one sensor included in the sensor group may identify whether the object has entered from the front side or the rear side of the top 1.

FIG. 8 shows the configuration of the face-to-face consultation support system according to the first embodiment.

The consultation support system includes a face-to-face consultation counter 100, and a consultation support unit 821 that is realized by a computer 801 that is communicably wired or wirelessly connected to the face-to-face consultation counter 100 and that controls image output from the display devices 2 and 3. Equipped with.

The computer 801 includes an interface device 811, a storage device 812, and a processor 813.

The interface device 811 is connected to the display devices 2 and 3 and the sensor group 802.

The storage device 812 includes a plurality of programs, for example, an application program for consultation and one or more sensor drivers corresponding to the sensor group 802.

The consultation support unit 821 and the operation recognition unit 822 are realized by the processor 813 executing a plurality of programs in the storage device 812. The consultation support unit 821 is realized by, for example, an application program, and the operation recognition unit 822 is realized by, for example, a sensor driver.

The operation recognition unit 822 recognizes a touch operation on the screens 4 and 5. The consultation support unit 821 uses the touch operation recognized by the operation recognition unit (specifically, for example, the operated position on the screen 4 or 5 and the type of the touch operation (for example, touch, swipe, etc.)). In addition, the display contents (and/or display size) of the screens 4 and 5 are controlled. The sizes of the screens 4 and 5 may be the same or different.

For example, when the touch operation is detected by the infrared touch device 55 (an example in which an entry from the front is detected), the consultation support unit 821 enables the touch operation on the customer screen 5 (an example of a user operation). That is, the image output (display) is controlled according to the touch operation. In addition, for example, the consultation support unit 821 validates the touch operation on the operator screen 4 when the touch operation is detected by the infrared touch device 44 (an example in which the entry from the rear is detected). As a result, both the customer 11 and the operator 10 can perform an operation such as a touch operation on the screen as an aerial image.

Further, for example, when the information displayed on the customer screen 5 (customer information) and the information displayed on the operator screen 4 (operator information) are the same, the consultation support unit 821 compares the customer information and the operator information. As one piece of information is enlarged or reduced (for example, when the information is enlarged or reduced according to pinch out or pinch in), the other information may be enlarged or reduced. Thereby, the display contents of the customer information and the operator information can be kept the same.

Further, for example, as illustrated in FIG. 1, when the customer screen 5 is arranged behind the operator screen 4, one of the customer 11 and the operator 10 is said to be a touch operation by the other. There is a possibility of misrecognition. In order to avoid such misrecognition, at least one of the following may be adopted. Note that at least one of the following may be adopted without being limited to the case where the customer screen 5 is arranged behind the operator screen 4.
-The sensor group 802 includes a further sensor (for example, a camera) that detects from which the object enters.
When one of the devices 44 and 55 detects an object and the other device detects the object within a fixed time, the consultation support unit 821 cancels the object detection by the one device. For example, when the device 55 detects an object within a certain time after the device 44 detects the object, the consultation support unit 821 determines that the touch operation on the operator screen 4 is invalid and the operator operation on the customer screen 5 is valid. To do. Similarly, when the device 44 detects an object within a certain time after the device 55 detects the object, the consultation support unit 821 invalidates the touch operation on the customer screen 5 and enables the touch operation on the operator screen 4. And
As shown in FIG. 9, the operator screen 4 is displayed in a display range 903 other than the second display range 902 in which the same information as the information displayed in the first display range 901 of the customer screen 5 is displayed. It has a user interface 910 (for example, a button) for switching whether to enable or disable the touch operation on the operator screen 4. Each time the user interface 910 is touch-operated, the consultation support unit 821 switches between valid and invalid touch operations on the second display range 902.

In FIG. 9, the first display range 901 and the second display range 902 may be parallel and aligned in the front-rear direction. The first display range 901 and the second display range 902 may have the same size. The entire area or a partial area of the customer screen 5 may be the first display range 901. The entire area or a partial area of the operator screen 4 may be the second display range 902.

Example 2 will be described. At that time, differences from the above-described at least one embodiment will be mainly described, and description of common points with the above-described at least one embodiment will be omitted or simplified. This also applies to the third and subsequent embodiments.

FIG. 2 shows the configuration of the face-to-face consultation counter according to the second embodiment. Note that the illustration of the devices 44 and 55 shown in FIG. 1 is omitted in FIG. 2 (this also applies to FIGS. 3 and 4 described later).

In this embodiment, the screens 4 and 5 are arranged near both ends of the face-to-face consultation counter along the front-rear direction. Specifically, the customer screen 5 is arranged near the front end of the top plate 1, and the operator screen 4 is arranged near the rear end of the top plate 1.

FIG. 3 shows the configuration of the face-to-face consultation counter according to the third embodiment.

In the present embodiment, the display devices 2 and 3 and the optical components are arranged so that the operator screen 4 and the customer screen 5 overlap at the same position (or the operator screen 4 and the customer screen 5 are back to back). 6-9 arrangements have been adjusted.

By adjusting the angles of the beam splitters 6 and 7 with respect to the top plate 1 and the angles and distances between the beam splitters 6 and 7 and the display devices 2 and 3, the screens 4 and 5 can be displayed without interfering with each other. It is possible to arrange them so as to overlap at the same position.

In at least this embodiment, the operator information displayed in the second display range 902 is the same information as the customer information displayed in the first display range 901, and the first display along the front-rear direction. The range 901 and the second display range 902 match. This allows the customer 11 and the operator 10 to share the display.

FIG. 5 shows an example of the display of the second display range 902 on the operator screen 4 and the display of the first display range 901 on the customer screen 5 in this embodiment. FIG. 6 shows an example in which the operator 10 points the customer screen 5 from the back side of the customer screen 5.

The second information displayed in at least the second display range 902 of the operator screen 4 is the same as the first information displayed in the first display range of the customer screen 5, but The information is a rear view, in other words, an image obtained by horizontally reversing the first information. Specifically, for example, the first information includes a plurality of first display elements (for example, a block including a character string such as “withdrawal”, “deposit”), and thus the second information. Information includes a plurality of second display elements respectively corresponding to the plurality of first display elements, and the arrangement of the plurality of second display elements is left-right inverted together with the character string in each second display element. is doing.

According to the example of FIG. 5, the operator 10 can share the display content by seeing through the first display range 901 of the customer screen 5 from the back side. Further, since the screens 4 and 5 are semi-transparent images that do not completely block the line of sight, when the operator 10 points to the display element of the operator screen 4, the customer 11 can see the customer as illustrated in FIG. Display elements in the first display range 901 of the customer screen 5 appear to be pointed to from the back side of the customer screen 5. Therefore, the operator 10 can smoothly explain to the customer 11 what is displayed on the customer screen 5 and guide the operation method.

FIG. 7 shows another example of the display of the second display range 902 on the operator screen 4 and the display of the first display range 901 on the customer screen 5.

The second information is rear view information of the first information, but the character string is not horizontally reversed in the second information. That is, the display of the second display range 902 on the operator screen 4 is such that the display layout of the first display range on the customer screen 5 is reversed horizontally while displaying the elements (for example, character strings) in the individual display elements. It is a display without the contents being horizontally flipped. As a result, it is possible to improve the readability of the operator screen 4 while obtaining the effect that the operator 10 shares the display content of the customer screen 5 as in the example of FIG.

In addition, in at least this embodiment, it is preferable that the customer screen 5 is not arranged behind the operator screen 4. As a result, when the operator 10 points the display element on the customer screen 5 by pointing the display element on the operator screen 4, the operator's 10 hand may appear to come out from the back side of the customer screen 5. The case can be reduced.

FIG. 4 shows the configuration of the face-to-face consultation counter according to the fourth embodiment.

While realizing that the customer screen 5 is arranged in front of the operator screen 4, the display devices 2 and 3 and the optical device are arranged so that the width of the entire face-to-face consultation counter 100 along the front-rear direction is shortened. The arrangement of parts 6-9 is adjusted.

As described above, in any of the first to fourth embodiments, it is possible to perform screen display on the straight line connecting the operator 10 and the customer 11 without disturbing the delivery of documents and the like. Further, according to at least the third embodiment, the operator 10 can share the display content of the customer screen 5, so that it is possible to smoothly explain the display content of the customer screen 5 and perform operation guidance. As a result, Can realize smooth face-to-face consultation.

Although some embodiments have been described above, these are merely examples for explaining the present invention, and the scope of the present invention is not limited only to these embodiments. The present invention can be implemented in various other forms. For example, the aerial image is not limited to the screen.

1: Top plate 2: Display device (operator side)
3: Display device (customer side)
4: Operator screen (aerial image)
5: Customer screen (aerial image)
6, 7: Beam splitters 8, 9: Retroreflective material 10: Operator 11: Customer

Claims (10)

A top plate,
The first image output by the first display device is displayed on the top plate as a first aerial image visible from the front of the top plate, and the second image output by the second display device is displayed. A face-to-face counter that includes an aerial display device that displays a second aerial image that is visible from the rear of the top plate at a position facing the first aerial image on the top plate along the front-rear direction. The top plate is made of a light-transmissive material,
The aerial display device,
The first display device and the second display device which are symmetrically installed under the top plate along the front-rear direction,
The face-to-face counter according to claim 1, further comprising: an optical component for displaying the first image and the second image on the top plate as the first aerial image and the second aerial image, respectively. .. The first aerial image is a first screen having a first display range in which the front is the front and first information is displayed,
The second aerial image is a second screen having a second display range in which the rear side is the front and second information is displayed.
The face-to-face counter according to claim 1. The second information is the same information as the first information,
The first display range and the second display range match along the front-back direction,
The face-to-face counter according to claim 3. The second information is rear view information of the first information,
The face-to-face counter according to claim 4. The first information includes a character string composed of one or more characters,
The second information is rear view information of the first information, but the character string is not horizontally flipped,
The face-to-face counter according to claim 4. Further comprising a sensor group which is one or more sensors for detecting whether an object has entered from one of the front side and the rear side,
When the entry from the front is detected, the user operation on the first screen is effective,
When the entry from the rear is detected, the user operation on the second screen is effective.
The face-to-face counter according to claim 3. The second screen has a display range other than the second display range, and a user interface for switching between enabling and disabling a user operation for the second display range.
The face-to-face counter according to claim 3. The first screen and the second screen are arranged at the same position, or the first screen and the second screen are arranged so as to be back-to-back.
The face-to-face counter according to claim 4. A face-to-face counter according to claim 1,
A face-to-face communication support system including a communication support unit which is realized in a computer communicatively connected to the aerial display device of the face-to-face counter and controls the image output from the first and second display devices.