JP2021120839A - Channel reception matter management method, channel reception matter management device, and channel reception matter management system - Google Patents

Abstract

To improve the work efficiency and increase customer satisfaction by appropriately automatizing a customer dealing work at a business store, and further, taking the state of an ATM into consideration.SOLUTION: A channel reception matter management device 100 registers a matter in a storage device on the basis of transaction information acquired from a lobby terminal 150, and causes the lobby terminal 150 to execute a personal identification process corresponding to a transaction indicated by the transaction information. When the personal identification process has been successfully performed, the channel reception matter management device makes a determination of whether a customer of the matter should be allocated to an ATM or a window, by verifying the transaction information against a prescribed allocation condition, and displays the determination result on the lobby terminal 150. When the allocation result indicates an ATM, the channel reception matter management device gives, to the ATM, a notification on the transaction information and the details of release or relaxation of a limited transaction amount in response to an inquiry from the ATM, and updates the status of the matter in accordance with the process state in the ATM having received the notification.SELECTED DRAWING: Figure 1

Description

The present invention relates to a channel reception case management method, a channel reception case management device, and a channel reception case management system.

The transaction content (example: type, amount, customer attribute) of the customer handling business at the branch office varies depending on the case, and it is a heavy burden on the branch office side that handles all of them. Therefore, a technique has been proposed that supports the generation of slip data according to the transaction content and the determination of the necessity of identity verification.

Such a technique includes, for example, a slip generation system for generating a slip, which includes a transaction content receiving means for receiving input of the transaction content to be requested and information on the transaction content received by the transaction content receiving means. The slip data generation means for generating slip data, the judgment means for determining whether or not identity verification is necessary based on the contents of the transaction received by the transaction content reception means, and the determination means for determining that identity verification is necessary. A slip generation system (Patent Document 1) characterized in that it is provided with an identity verification record data generation means for generating identity verification record data including data received by receiving input of data to be included in the identity verification record when the transaction is performed (Patent Document 1). See) and so on.

Japanese Unexamined Patent Publication No. 2015-60405

By the way, services for improving work efficiency such as so-called "seal-less" and "slip-less" have begun to be proposed. However, while the introduction cost is relatively high, if the case requires identity verification processing, the conventional procedure is required after all.

In addition, depending on the content of the case and the attributes of the customer, a procedure for allocating the relevant business to the ATM / window is required, but it is difficult for the lobby staff to make a distribution judgment based on all the huge types of transaction conditions. There is also. Moreover, as a result of the above distribution, the situation of the ATM to which the customer is guided may not always be able to respond efficiently to the case, and on the contrary, the customer satisfaction and the business efficiency may be lowered.

Therefore, an object of the present invention is to provide a technique for improving business efficiency and customer satisfaction by appropriately automating customer service operations at a branch office and taking into account the situation of ATMs. To do.

In the channel reception case management method of the present invention that solves the above problems, the information processing device registers a case in the storage device based on the transaction information obtained from the lobby terminal, and the transaction indicated by the transaction information is sent to the lobby terminal. If the identity verification process is executed according to the content and the identity verification process is successful, the transaction information is collated with the predetermined distribution conditions to determine whether the customer of the case should be distributed to the ATM or the window. , The result of the determination is displayed on the lobby terminal, and when the distribution result is an ATM, the transaction information and the contents of the cancellation or relaxation of the transaction limit limit are sent to the ATM in response to an inquiry from the ATM. It is characterized in that the notification is given and the status of the matter is updated according to the processing status at the ATM that has received the notification.

Further, the channel reception case management device of the present invention performs a storage device for holding transaction information based on transaction information obtained from a lobby terminal and an identity verification process on the lobby terminal according to the transaction content indicated by the transaction information. If the transaction is executed and the identity verification process is successful, the transaction information is collated with the predetermined distribution conditions, it is determined whether the customer of the case should be distributed to the ATM or the window, and the result of the determination is the lobby. When the distribution result is an ATM, the transaction information and the details of the cancellation or relaxation of the transaction limit limit are notified to the ATM in response to an inquiry from the ATM, and the notification is received. It is characterized by including a computing device that updates the status of the matter according to the processing status in the ATM.

Further, the channel reception case management system of the present invention is installed in the lobby of a financial institution, and has a lobby terminal that accepts input of transaction information from a customer who desires a transaction, and information on a case based on the transaction information obtained from the lobby terminal. The storage device holding the above and the lobby terminal are made to execute the identity verification process according to the transaction content indicated by the transaction information, and when the identity verification process is successful, the transaction information is collated with a predetermined distribution condition. Then, it is determined whether the customer of the transaction should be distributed to the ATM or the window, and the result of the determination is displayed on the lobby terminal. Information including a computing device that notifies the ATM of transaction information and the contents of cancellation or relaxation of the transaction limit limit, and updates the status of the matter according to the processing status at the ATM that received the notification. It is characterized by including a processing device.

According to the present invention, it is possible to improve business efficiency and customer satisfaction by appropriately automating customer service operations at branch offices and taking into account the situation of ATMs. Become.

It is a network configuration diagram including the channel reception matter management system of this embodiment. It is a figure which shows the hardware configuration example of the channel reception matter management apparatus in this embodiment. It is a figure which shows the data structure example of the matter management DB of this embodiment. It is a figure which shows the data structure example of the distribution condition DB of this embodiment. It is a figure which shows the data structure example of the restriction management DB of this embodiment. It is a figure which shows the data structure example of the identity verification DB of this embodiment. It is a figure which shows the data structure example of the BL list of this embodiment. It is a figure which shows the flow example of the channel reception matter management method in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the flow example of the channel reception project management method of this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example in this embodiment. It is a figure which shows the screen example 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 network configuration diagram including the channel reception project management system 10 of the present embodiment. The channel reception case management system 10 shown in FIG. 1 is a computer system composed of a channel reception case management device 100 and a lobby terminal 150.

However, this configuration is an example, and a configuration in which the ATM 200, the accounting system 300, the window terminal 400, the ATM cloud system 50, and the like shown in FIG. 1 are appropriately included can be assumed.

In the present embodiment, the above-mentioned devices are operated at a branch office of a financial institution, and are connected to each other so as to be able to communicate with each other by a secure network 1. Among the devices included in such a network configuration, the lobby terminal 150 is a terminal that receives an operation by a customer who visits a business store and acquires information on the transaction content.

Employees and customers who operate the lobby terminal 150 do not need to fill in a seal, a slip, or (with a writing tool or the like), that is, they can perform the procedure without a seal, a slip, or an entry. Therefore, a BLS (stand type image scanner) 151 that reads a customer's passbook, a card face, etc., and a printer 152 that prints a form such as a two-dimensional bar code are provided.

In addition, the ATM 200 is a device that is arranged in a plurality of branch offices and deposits and withdraws cash at the time of financial transactions with customers. Therefore, a cash stacker 225 for storing cash for each denomination is provided, and the cash can be taken in and out by a predetermined transport mechanism.

The core banking system 300 is a core banking system in the above-mentioned financial institution. Core banking 300 holds and manages a ledger 325 that manages deposit balances and details of each customer's account, and BL list 326 that is a blacklist of problematic customers.

Further, the window terminal 400 is a terminal installed at the window of the sales office. The counter terminal 400 is a terminal operated by a teller in charge of the counter to carry out a procedure for a financial transaction desired by a customer. Similar to the lobby terminal 150, such a window terminal 400 includes a BLS (stand type image scanner) 401 that reads a customer's passbook, a card face, etc., and a printer 402 that prints a predetermined document or the like according to a transaction result.

The ATM cloud system 50 is a system that can monitor the amount information of each denomination in each ATM 200 provided in the branch office and distribute it to the channel reception case management device 100 via the network 1.
<< Hardware configuration >>
Subsequently, FIG. 2 illustrates the hardware configuration of the channel reception project management device 100 in this embodiment. The channel reception matter management device 100 in this case includes a storage device 101, a memory 103, an arithmetic unit 104, and a communication device 105.

Of these, the storage device 101 is composed of an appropriate non-volatile storage element such as an SSD (Solid State Drive) or a hard disk drive.

Further, the memory 103 is composed of a volatile memory element such as a RAM.

Further, the arithmetic unit 104 is a CPU that executes the program 102 held in the storage device 101 by reading it into the memory 103, etc., to perform integrated control of the apparatus itself, and to perform various determinations, arithmetic operations, and control processes.

Further, the communication device 105 is a network interface card that connects to the network 1 and is responsible for communication processing with other devices.

In the storage device 101, in addition to the program 102 for implementing the functions required as the channel reception matter management device 100 of the present embodiment, the matter management DB 125, the distribution condition DB 126, the restriction management DB 127, and the identity verification DB128 is at least stored. However, the details of these databases will be described later.

Further, the channel reception case management device 100 may include an input device and an output device in addition to the above-described configuration. Of these, the input device is an appropriate device such as a keyboard, mouse, or microphone that accepts key input or voice input from the user. Further, the output device is an appropriate device such as a display or a speaker that displays the processing data in the arithmetic unit 104. << Data structure example >>
Subsequently, the data appropriately used by the devices constituting the channel reception project management system 10 of the present embodiment will be described. FIG. 3 shows an example of the project management DB 125 in this embodiment.

The case management DB 125 of the present embodiment is a database in which the channel reception case management device 100 generates a case record based on the transaction content information received from the customer at the lobby reception terminal 150 and stores the case record.

The data structure is a collection of records consisting of data such as customer ID that uniquely identifies a customer, transaction type, transaction amount, BL list hit, distribution result, status, and restriction release / relaxation, using the case number as a key. Is.

Of these, the distribution result is a value indicating whether the matter was determined to be distributed to the ATM or the counter. Further, the restriction release / relaxation is the result of determination regarding the release or relaxation of the restriction normally imposed on the transaction at the ATM 200. Further, the BL list corresponding is a value indicating whether or not the person concerned with the relevant case was an inappropriate person corresponding to the BL list 326 managed by the accounting system 300.

Further, FIG. 4 shows an example of data configuration of the distribution condition DB 126 of the present embodiment. The distribution condition DB 126 is a database that defines conditions for determining whether the transaction made into a case in the above-mentioned case management DB 125 should be distributed to the window of the branch office or to the ATM 200.

The data structure is a record consisting of data such as a transaction to which the condition is applied, the ID of the detailed condition of the transaction, the amount of money, the necessity of identity verification, and the distribution destination, using the condition ID that uniquely identifies the condition as a key. Is a collection of. In the example of FIG. 4, for example, for the transaction "withdrawal", when the transaction amount is "100,000 yen or more and 1 million yen or less", the identity verification is "No", the distribution destination is "ATM", and the transaction. If the amount is "1 million yen or more, 3 million yen or less", the identity verification is "required", the distribution destination is "ATM", and if the transaction amount is "3 million yen or more", the identity verification is "required". , And the distribution destination is stipulated as a "window".

Further, FIG. 5 shows an example of data configuration of the restriction management DB 127 of the present embodiment. This restriction management DB 127 is a database that defines conditions for releasing or relaxing the control contents restricted in the conventional ATM operation mode with respect to the above-mentioned transactions that can be processed by the ATM 200.

The data structure is a collection of records composed of data such as a target transaction, an ID of a detailed condition of the transaction, a condition, and a control content, using a management ID that uniquely identifies a control event as a key. In the example of FIG. 5, for example, for the transaction "cash transfer", when the condition is "amount: 100,000 yen or more, 500,000 yen or less", the normal restriction content is "released" and the condition is "amount: 500,000 yen". In the case of "yen or more", it is stipulated that the usual restrictions are "released". Also, for example, when the condition for the transaction "withdrawal" is "amount: 1 million yen or more, 3 million yen or less", the usual restrictions are "relaxed" and "divided into 1 million yen / time", etc. Is stipulated.

Further, FIG. 6 shows an example of data configuration of the identity verification DB 128 of the present embodiment. This identity verification DB 128 is a database that comprehensively defines the rules of identity verification procedures required for each type of financial transaction.

The data structure is a collection of records consisting of data such as the transaction amount, the identity verification document presented by the customer, and the identity verification rule, with the transaction type as the key. The data itself held by the identity verification DB 128 is the same as the provision of the identity verification rule that has been managed in financial transactions.

Further, FIG. 7 shows an example of data configuration of the BL list 326 of the present embodiment. This BL list 326 is a database managed by the accounting system 300, and is a database that stores customer information that is not preferred by the financial institution.

The data structure is a collection of records composed of the customer's account number and the like, using the customer ID that uniquely identifies the customer as a key.
<< Example of flow of channel reception matter management method >>
Hereinafter, the actual procedure of the channel reception project management method in the present embodiment will be described with reference to the figure. Various operations corresponding to the channel reception matter management method described below are realized by a program read and executed by each device constituting the channel reception matter management system 10 in its own memory or the like. Then, this program is composed of the code for performing various operations described below.

FIG. 8 is a diagram showing a flow example of the channel reception project management method in the present embodiment. Here, first, regarding (the case) of a customer who visits a business office, the control of distribution judgment to either the ATM or the counter at the business office will be described.

In this case, the above-mentioned customer arrives at the lobby terminal 150 in the lobby of the branch office, collaborates with the lobby staff as necessary, or independently inputs the desired transaction content and the like. Therefore, for example, the lobby terminal 150 displays the transaction selection screen 1000 shown in FIG. 9, and accepts the customer's passbook or card set and transaction selection. In the example of FIG. 9, "withdrawal" is selected. Further, as another example, a state in which "cash transfer" is selected on the screen 1000 of FIG. 11 is also illustrated.

The lobby terminal 150 described above reads the face of the passbook or card set by the customer with the BLS 151, or reads the IC chip or magnetic stripe by a reader means separately provided in advance, and identifies the customer's identification information. And account information shall be obtained.

Further, the lobby terminal 150 displays the transaction amount input screen 1100 illustrated in FIG. 10 following the acceptance of the transaction selection described above, and accepts the information input for the transaction amount by the customer. In the example of FIG. 10, a total of "1,500,000" yen, 10,000 yen "115" sheets, 5,000 yen "60" sheets, and 1,000 yen "50" sheets are input.

As shown in FIG. 12, the transaction amount input screen when the transaction is "cash transfer" includes the transfer amount and the input fields for the transfer destination information such as the store number, subject, and account number of the transfer destination. Become. In the example of FIG. 12, the transfer amount "2,600,000" yen, the store number "123", the subject "ordinary", and the account number "1234567" are specified.

When "OK" is clicked on the screen 1100, the lobby terminal 150 acquires the input contents received on the screens 1000 and 1100, that is, each information regarding the type and amount of the transaction, and uses this as the transaction information for the channel reception project. It is delivered to the management device 100.

Therefore, the channel reception case management device 100 acquires the above-mentioned transaction information from the lobby terminal 150 (s1), and uses the identification information of the parties involved in the transaction such as the customer and the account number of the transfer destination included in the transaction information as a key. A blacklist inquiry is made to the account system 300 (s2).

At this time, the accounting system 300 collates the account number or the like obtained from the channel reception case management device 100 with the BL list 326, determines whether or not there is a corresponding person, and returns the determination result to the channel reception case management device 100. And.

On the other hand, when the channel reception matter management device 100 receives the above-mentioned determination result in the accounting system 300 and the customer or the transfer destination is a person registered in the BL list 326 (s3: N), the transaction is not possible thereafter. Ends the processing of.

In this case, as shown on the screen 1200 of FIG. 13, the channel reception case management device 100 transmits a message indicating that the transaction is not possible to the lobby terminal 150 so that the customer can view it.

By performing such an operation, for example, by checking whether the transfer destination is an anti-company organization and displaying the result on the lobby terminal 150, it is possible to prevent inappropriate transfer cases in advance.

On the other hand, when the channel reception matter management device 100 receives the above-mentioned determination result in the accounting system 300 and the person involved in the transaction is not registered in the BL list 326 (s3: Y), the transaction information obtained in s1 is obtained. A record including the above is generated and stored in the matter management DB 125 (s4). At this time, the channel reception matter management device 100 sets the value of "OK" in the BL list corresponding column in the corresponding record of the matter management DB 125, and updates the record.

Subsequently, the channel reception matter management device 100 identifies the identity verification process according to the transaction content such as the transaction type and the transaction amount for the transaction, that is, the transaction made into the case in s4 above, in the identity verification DB 128, and identifies this in the lobby terminal. Notify 150 to execute identity verification processing by lobby staff and customers (s5). At this time, the channel reception case management device 100 displays the screen 1300 illustrated in FIG. 14 on the lobby terminal 150, obtains an answer regarding the type of the identity verification object brought by the customer, and uses this for identification of the identity verification. It shall be.

On the other hand, the lobby terminal 150 responds to the channel reception case management device 100 regarding the success or failure of such an identity verification process. When this response indicates an identity verification failure (s6: N), the channel reception matter management device 100 ends the subsequent processing. On the other hand, when the above-mentioned response indicates the success of identity verification (s6: Y), the channel reception matter management device 100 makes a distribution determination (s7), and the result (example: see screen 1400 in FIG. 15). ) Is displayed on the lobby terminal 150. At this time, the channel reception matter management device 100 sets the result of the distribution determination in the distribution result column in the corresponding record of the matter management DB 125.

At the time of this distribution determination, the channel reception project management device 100 collates each value of the transaction type and the amount indicated by the transaction information of the transaction with the distribution condition DB 126 (FIG. 4), so that it can be used as either an ATM or a window. The matter to be sorted shall be judged. The lobby employee who operates the lobby terminal 150 will guide the customer according to the distribution result.

Here, when the result of the above-mentioned distribution determination is "window" (s8: window), the channel reception matter management device 100 instructs the lobby terminal 150 to print the form (s9). In response to this instruction, the lobby terminal 150, for example, converts transaction information into a two-dimensional bar code and prints it on a predetermined form paper with a printer 152. In addition, the customer acquires the form generated in this way. The customer takes this form and goes to the counter of the branch office.

The employee of this window scans the form presented by the customer with the BLS401 of the window terminal 400, acquires the transaction information (including customer information) of the relevant case included in the two-dimensional bar code, and proceeds with the transaction. To proceed.

As described above, it is possible to assume a form in which the form is not printed. In that case, the channel reception matter management device 100 may be connected to the counter terminal 400 of the above-mentioned counter, and the matter management DB 125 may be made to inquire about the matter from the counter terminal 400. In that case, the customer presents the cash card or passbook to the bank employee, and the bank employee inquires the matter management DB 125 from the window terminal 400 using the account information of the cash card or passbook. The bank employee will proceed with the prescribed procedure by referring to the transaction information.

Further, the window terminal 400 responds to the channel reception case management device 100 with the procedure result (example: input by the bank employee) regarding the above-mentioned case.

The channel reception case management device 100 acquires the above-mentioned response and updates the value in the status column (eg, during the window procedure, completed, readable from the ATM, etc.) in the record of the corresponding case in the case management DB 125 (s10). .. The value in this status column may be appropriately set according to the progress of execution of each of the above steps.

On the other hand, when the result of the distribution determination is "ATM" (s8: ATM), the channel reception matter management device 100 collates the transaction information obtained for the relevant matter up to this point with the restriction management DB 127, and at the ATM 200. The content of the processing restriction release / relaxation is determined (s11).

Further, the channel reception matter management device 100 sets the content of the release / relaxation of the limit amount limit according to the above-mentioned determination result of s11 in the restriction release / relaxation column of the record of the corresponding matter in the matter management DB 125 (s12). ). At this time, the channel reception matter management device 100 sets the value of "readable from the ATM" in the status column of the corresponding record to prepare for reading the information from the ATM 200.

Following this, it is preferable that the channel reception case management device 100 executes the flow shown in FIG. In this case, the channel reception project management device 100 acquires the amount information of each denomination in each ATM 200 via the ATM cloud service 50 (s20).

Therefore, the channel reception case management device 100 determines the ATM having the transaction amount and the amount corresponding to the denomination indicated by the transaction information in the above-mentioned corresponding case based on the above-mentioned amount information (s21, s22).

Further, the channel reception case management device 100 delivers and displays a message to the lobby terminal 150 that the information of the ATM 200 specified by the above determination should be recommended to the customer (s23). The customer views this message (see screen 1500 in FIG. 17), moves to the relevant ATM 200, and executes the transaction.

On the other hand, the customer brings a cash card or a passbook, goes to the ATM200 recommended as described above, and performs an operation according to a desired transaction. At this time, the ATM 200 displays the screen 1700 of FIG. 18, acquires identification information such as a customer ID from a cash card or the like presented by the customer, and uses this as a key to inquire about transaction information to the channel reception case management device 100. To execute.

On the other hand, the channel reception case management device 100 receives the above-mentioned inquiry (s13), obtains transaction information and each information of restriction release / relaxation from the corresponding record of the case management DB 125, and responds to the ATM 200 (s14).

As shown in the screen 1800 of FIG. 19, the ATM 200 displays the information registered in the matter management DB for the relevant matter, and executes the cash handling process in the ATM200 in a state where the limit limit is released / relaxed. A message to that effect (see screen 1900 in FIG. 20) is displayed.

Under such circumstances, the ATM 200 executes a predetermined financial transaction in cooperation with the accounting system 300 as necessary according to the customer's operation corresponding to the restriction release / relaxation, and executes the processing result in the channel reception case management device 100. Respond to.

The channel reception matter management device 100 acquires the processing status in the ATM 200 (s15), updates the status in the record of the corresponding matter in the matter management DB 125 (s16), and ends the processing.

Although the best mode for carrying out the present invention has been specifically described above, the present invention is not limited to this, and various modifications can be made without departing from the gist thereof.

According to this embodiment, it is possible to improve the business efficiency and the customer satisfaction by appropriately automating the customer service operations at the branch office and taking the ATM situation into consideration. It will be possible.

The description herein reveals at least the following: That is, in the channel reception case management method of the present embodiment, when the distribution result is an ATM, the information processing device allows an inquiry from the ATM to the information processing device prior to the notification. The content of the release or relaxation of the limit limit may be set in the above-mentioned case.

According to this, it is possible to efficiently control inquiries from ATMs (related to transaction information) regarding the relevant project, cancellation of the transaction limit, and the like. As a result, by appropriately automating the customer service operations at the branch offices and taking the ATM situation into consideration, it is possible to further improve the business efficiency and customer satisfaction.

Further, in the channel reception case management method of the present embodiment, when the information processing device outputs a predetermined form to the lobby terminal when the distribution result is a window, the information processing device outputs a predetermined form to the terminal of the window according to the processing status of the terminal. The status of the matter may be updated.

According to this, for example, when a customer visits the counter with the above form, the counter employee scans the form presented by the customer with the counter terminal and acquires transaction matter information (including customer information). , It becomes possible to proceed smoothly with the procedure of the relevant transaction. As a result, by appropriately automating the customer service operations at the branch offices and taking the ATM situation into consideration, it is possible to further improve the business efficiency and customer satisfaction.

Further, in the channel reception case management method of the present embodiment, when the information processing device receives the transaction information from the lobby terminal, the inquiry process to the account system using the account information obtained by the lobby terminal as a key. Is executed, and depending on the result of the inquiry processing, it may be determined whether or not the transaction information is accepted or the matter registration is possible.

According to this, it is possible to accurately determine whether or not the transaction can be tolerated based on the information managed by the accounting system for the customer. As a result, by appropriately automating the customer service operations at the branch offices and taking the ATM situation into consideration, it is possible to further improve the business efficiency and customer satisfaction.

Further, in the channel reception case management method of the present embodiment, when the information processing device performs an inquiry process to the accounting system using the account information as a key, the information processing device makes an inquiry request to the blacklist managed by the accounting system. The result of the inquiry process may be displayed on the identity verification screen of the lobby terminal.

According to this, based on the blacklist managed by the accounting system for the customer, it is possible to accurately determine whether the transaction and the customer can be tolerated. As a result, by appropriately automating the customer service operations at the branch offices and taking the ATM situation into consideration, it is possible to further improve the business efficiency and customer satisfaction.

Further, in the channel reception case management method of the present embodiment, when the information processing device acquires the amount information of each denomination in each ATM from a predetermined ATM management system and the distribution result is ATM. , The ATM having the amount of money corresponding to the transaction amount and the denomination in the case is specified based on the amount of money information, and the message that the specified ATM should be recommended to the customer is sent to the lobby terminal. It may be delivered and displayed.

According to this, among each ATM installed in the branch office of the financial institution, the one that can be dealt with regarding the above-mentioned customer's transaction is identified, and a situation is created in which the customer is allowed to use the ATM. As a result, by appropriately automating the customer service operations at the branch offices and taking the ATM situation into consideration, it is possible to further improve the business efficiency and customer satisfaction.

1 Network 10 channel reception matter management system 50 ATM cloud system 100 channel reception matter management device 101 storage device 102 program 103 memory 104 arithmetic unit 105 communication device 125 matter management DB
126 Sorting condition DB
127 Restriction management DB
128 Identity verification DB
150 Lobby terminal 151 BLS
152 Printer 200 ATM
225 Cash Stacker 300 Core Banking 325 Ledger 326 BL List 400 Counter Terminal 401 BLS
402 printer

Claims (8)

Information processing device
Based on the transaction information obtained from the lobby terminal, register the matter in the storage device and register the matter.
The lobby terminal is made to execute the identity verification process according to the transaction content indicated by the transaction information.
When the identity verification process is successful, the transaction information is collated with the predetermined distribution conditions, it is determined whether the customer of the case should be distributed to the ATM or the window, and the result of the determination is displayed on the lobby terminal. Let me
When the distribution result is an ATM, in response to an inquiry from the ATM, the ATM is notified of the transaction information and the details of the cancellation or relaxation of the transaction limit limit.
The status of the matter is updated according to the processing status at the ATM that received the notification.
A channel reception case management method characterized by this. The information processing device
If the distribution result is an ATM, prior to the notification, the matter is set to allow inquiries from the ATM to the information processing apparatus and to release or relax the transaction limit limit.
The channel reception matter management method according to claim 1, wherein the channel reception matter is managed. The information processing device
When the distribution result is a window, the lobby terminal is made to output a predetermined form.
Update the status of the matter according to the processing status at the terminal of the window.
The channel reception matter management method according to claim 1, wherein the channel reception matter is managed. The information processing device
When accepting the transaction information from the lobby terminal, an inquiry process to the accounting system is executed using the account information obtained at the lobby terminal as a key, and the transaction information is accepted or received according to the result of the inquiry process. Judging whether or not to register the matter,
The channel reception matter management method according to claim 1, wherein the channel reception matter is managed. The information processing device
When inquiring to the accounting system using the account information as a key, an inquiry request is made to the blacklist managed by the accounting system, and the result of the inquiry processing is displayed on the identity verification screen of the lobby terminal.
The channel reception matter management method according to claim 4, wherein the channel reception matter is managed. The information processing device
Obtain the amount information of each denomination at each ATM from the specified ATM management system,
When the distribution result is an ATM, the ATM having the amount of money corresponding to the transaction amount and the denomination in the case is specified based on the amount of money information.
A message that the specified ATM should be recommended to the customer is delivered to the lobby terminal and displayed.
The channel reception matter management method according to claim 1, wherein the channel reception matter is managed. A storage device that holds transaction information based on transaction information obtained from the lobby terminal,
The lobby terminal is made to execute an identity verification process according to the transaction content indicated by the transaction information, and when the identity verification process is successful, the transaction information is collated with a predetermined distribution condition and the customer of the transaction is selected. It is determined whether to distribute to an ATM or a window, the result of the determination is displayed on the lobby terminal, and when the distribution result is an ATM, the transaction information and the transaction limit limit are received in response to an inquiry from the ATM. A computing device that notifies the ATM of the details of the cancellation or relaxation of the transaction and updates the status of the matter according to the processing status of the ATM that received the notification.
A channel reception matter management device characterized by being equipped with. A lobby terminal installed in the lobby of a financial institution that accepts transaction information input from customers who wish to make transactions.
The storage device that holds the information of the case based on the transaction information obtained from the lobby terminal and the lobby terminal are made to execute the identity verification process according to the transaction content indicated by the transaction information, and the identity verification process is successful. In the case, the transaction information is collated with a predetermined distribution condition, it is determined whether the customer of the case should be distributed to the ATM or the window, the result of the determination is displayed on the lobby terminal, and the distribution result is obtained. In the case of an ATM, in response to an inquiry from the ATM, the transaction information and the contents of cancellation or relaxation of the transaction limit limit are notified to the ATM, and depending on the processing status at the ATM that received the notification, An information processing device including an ATM that updates the status of the matter, and
A channel reception matter management system characterized by including.

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