JP2024010239A - Insurance consultation system, insurance consultation terminal, video recording method and video recording program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To efficiently perform a compliance check when an insurance consultation is performed online.

SOLUTION: An insurance consultation system 1 includes a customer terminal 3, a recruiter terminal 2 capable of making a video call with the customer terminal 3 via a network 6, a server device 5 recording the content of an insurance consultation made during the video call as video data 532, and a check terminal 4 reproducing the video data 532 (432) recorded by the server device 5. The check terminal 4 reproduces the video data 432 at predetermined check timing in order to check the consultation content.

SELECTED DRAWING: Figure 2

COPYRIGHT: (C)2024,JPO&INPIT

Description

The present disclosure relates to an insurance consultation system, an insurance consultation terminal, a recording method, and a recording program for conducting insurance consultation online.

2. Description of the Related Art In the past, insurance agents have been known to mediate insurance contracts between insurance applicants and insurance companies. For example, there are two types of insurance agencies: one is a visiting-type agency where a counselor visits the area where a person seeking insurance lives lives, and the other is a visiting-type agency where a counselor is stationed at a counter branch located in a shopping center or commercial building. There are several agencies. In any case, at such an insurance agency, a counselor (hereinafter also referred to as a recruiter) directly meets with a customer who wishes to purchase insurance and provides consultation regarding insurance (hereinafter also referred to as "insurance consultation"). ).

In recent years, due to the development of IT (Information Technology) technology and from the perspective of preventing infectious diseases due to concerns about the spread of viruses, it has become necessary to conduct online conversations using communication terminals such as PCs (Personal Computers) without meeting people. is being promoted. Similarly, in the case of insurance consultations, it is desired that solicitors conduct insurance consultations online (hereinafter also referred to as "online insurance consultations") without conducting an in-person interview.

For example, Patent Document 1 (Japanese Patent Application Publication No. 2008-131412) and Patent Document 2 (Japanese Patent Application Publication No. 2019-153099) disclose that multiple terminals such as mobile terminals and PCs communicate via a network to provide voice A system for transmitting and receiving data and image data between the two is disclosed.

Japanese Patent Application Publication No. 2008-131412 JP 2019-153099 Publication

Insurance companies and insurance agents must comply with various laws and regulations, such as the Insurance Business Law, which sets out basic rules regarding insurance solicitation, in order to ensure the reliability of insurance, the appropriateness of business, and the public interest. For example, insurance agents are required by the Insurance Business Law to fulfill the ``obligation to provide information to customers'' and the ``obligation to understand and confirm customer intentions.''

If the system disclosed in Patent Document 1 and Patent Document 2 is used for insurance consultation, the agent can conduct insurance consultation without conducting an actual interview. The person in charge of checking must check that the recruiter is complying with the "obligation to provide services" and the "obligation to understand and confirm customer intentions." However, there is still no system in place to efficiently perform such compliance checks in online insurance consultations.

The present disclosure has been made to solve the above-mentioned problems, and aims to efficiently perform a compliance check when providing insurance consultation online.

The insurance consultation system according to the present disclosure includes a first terminal, a second terminal capable of conducting a videophone call between the first terminal and the first terminal via a network, and recording the content of the insurance consultation conducted during the videophone call. It includes a recording section that records data as data, and a playback section that plays back the recorded data recorded by the recording section. The playback unit plays back the recorded data at a predetermined check timing to check the content of the consultation, and displays the face of the policyholder making the videophone call and the insurance contract during the videophone call on the screen during the videophone call. The determination result as to whether or not the face photo on the identity verification card presented by the person matches is displayed.

The insurance consultation terminal according to the present disclosure includes a communication device for making a video call with a terminal of an insurance policyholder via a network, and a memory for recording the content of the insurance consultation conducted during the video call as recorded data. , and an input interface that accepts user operations during a videophone call. The memory records the recorded data in a playable manner at the check timing when the user operation is accepted, and displays the face of the policyholder making the videophone call and the policyholder's face displayed during the videophone call on the screen during the videophone call. The determination result as to whether or not the face photo on the identity verification card matches is displayed.

The recording method according to the present disclosure includes the steps of conducting a video call with the insurance policyholder's terminal via a network, recording the contents of the insurance consultation conducted during the video call as recorded data, and and a step of accepting a user operation. The recording step is to record the recorded data in a playable manner at the check timing when the user operation is accepted, and to display the face of the policyholder making the videophone call and the policyholder's face during the videophone call on the screen during the videophone call. The determination result of whether or not the face photo of the identity verification card presented by the user matches is displayed.

The recording program according to the present disclosure includes the steps of: conducting a videophone call between a computer and a terminal of an insurance policyholder via a network; and recording the content of the insurance consultation conducted during the videophone call as recorded data; A step of accepting a user operation during a videophone call is executed. In the recording step, the recorded data is recorded in a playable manner at the check timing when the user operation is accepted, and the face of the policyholder making the videophone call and the policyholder's face during the videophone call are displayed on the screen during the videophone call. The determination result of whether or not the face photo of the identity verification card presented by the person matches is displayed.

According to the present disclosure, it is possible to efficiently perform a compliance check when providing insurance consultation online.

FIG. 1 is a schematic diagram showing the configuration of an insurance consultation system according to the present embodiment. FIG. 1 is a schematic diagram showing the hardware configuration of an insurance consultation system according to the present embodiment. FIG. 3 is a schematic diagram showing a customer management table stored in the memory of the server device. It is a schematic diagram which shows the recruiter management table stored in the memory of a server apparatus. FIG. 3 is a schematic diagram showing a recording management table stored in the memory of the server device. FIG. 2 is a schematic diagram showing a flag management table stored in the memory of the server device. FIG. 2 is a schematic diagram showing a script management table stored in the memory of the server device. FIG. 2 is a schematic diagram showing the display mode of the recruiter's terminal during online insurance consultation. FIG. 2 is a schematic diagram showing the display mode of the recruiter's terminal during online insurance consultation. FIG. 3 is a schematic diagram showing a display mode of a checking terminal during a compliance check. It is a flowchart for explaining the recording process which a recruiter terminal performs.

Embodiments of the present disclosure will be described in detail with reference to the drawings. Note that the same or corresponding parts in the figures are designated by the same reference numerals, and the description thereof will not be repeated.

[Configuration of insurance consultation system]
FIG. 1 is a schematic diagram showing the configuration of an insurance consultation system 1 according to the present embodiment. As shown in FIG. 1, the insurance consultation system 1 includes a customer terminal 3 used by a customer, a solicitor terminal 2 used by a solicitor, a server device 5, and a person in charge of compliance checks (hereinafter referred to as "checker"). (also referred to as "person").

In the insurance consultation system 1, the customer terminal 3 and the recruiter terminal 2 communicate with each other via the network 6, so that a videophone call is made between the customer terminal 3 and the recruiter terminal 2. The term "video phone" includes the transmission and reception of voice data and image data online between the customer terminal 3 and the recruiter terminal 2, and the transmission and reception of such voice data and image data allows the customer and the recruiter to communicate with each other. Insurance consultations can be conducted via videophone. Online insurance consultation includes such insurance consultation via videophone.

The customer terminal 3 is a computer as an example of a "first terminal". The customer terminal 3 is an information terminal that can communicate with each of the recruiter terminal 2 and the server device 5 via the network 6. In this embodiment, the customer terminal 3 can make a video call with the recruiter terminal 2 by transmitting and receiving audio data and image data to and from the recruiter terminal 2 via the network 6. can. The customer terminal 3 is any information terminal that can send and receive voice data and image data to and from the recruiter terminal 2, such as a desktop PC, a laptop PC, or a mobile terminal such as a smartphone. be done.

The recruiter terminal 2 is a computer that is an example of a "second terminal" and an "insurance consultation terminal." The recruiter terminal 2 is an information terminal that can communicate with each of the customer terminal 3 and the server device 5 via the network 6. In the present embodiment, the recruiter terminal 2 transmits and receives audio data and image data via the network 6 to and from each customer terminal 3 used by each of a plurality of customers handled by the recruiter. The recruiter terminal 2 may be any information terminal capable of transmitting and receiving audio data and image data to and from the customer terminal 3, such as a desktop PC, a laptop PC, or a mobile terminal such as a smartphone. be done.

The server device 5 is a computer as an example of a "recording section." The server device 5 is capable of communicating with each of the customer terminal 3, the recruiter terminal 2, and the checking terminal 4 via the network 6. The server device 5 can record video data of an online insurance consultation conducted by transmitting and receiving audio data and image data between the customer terminal 3 and the recruiter terminal 2. The server device 5 may be installed at the same location as the checking terminal 4, or may be installed at a different location from the checking terminal 4, and may further exist on the cloud in the form of cloud computing.

The checking terminal 4 is an example of a "playback section". The checking terminal 4 is capable of communicating with the server device 5 via the network 6, acquires the recorded data (recorded data 532 in FIG. 2) stored in the server device 5, and uses the acquired recorded data (recorded data 532 in FIG. The recorded data 432) can be played back.

FIG. 2 is a schematic diagram showing the hardware configuration of the insurance consultation system 1 according to the present embodiment. As shown in FIG. 2, each of the customer terminal 3, recruiter terminal 2, server device 5, and check terminal 4 is equipped with a hardware configuration for performing each function.

The customer terminal 3 includes a processor 31, a communication device 32, a memory 33, a display 34, an input interface 35, a camera 36, a microphone 37, and a speaker 38.

The processor 31 is an arithmetic entity that performs various processes by executing various programs (for example, a control program 331 to be described later). The processor 31 includes, for example, at least one of a CPU (central processing unit), an FPGA (field programmable gate array), and a GPU (graphics processing unit). The processor 31 may be configured with processing circuitry.

The communication device 32 establishes communication with each of the recruiter terminal 2 and the server device 5 via the network 6, and transmits and receives data between each of the recruiter terminal 2 and the server device 5.

The memory 33 is volatile memory such as DRAM (dynamic random access memory) and SRAM (static random access memory), or ROM (read only memory), SSD (solid state drive), and HDD (hard disk drive). Consists of non-volatile memory. The memory 33 records a control program 331. The control program 331 is a program for controlling each component included in the customer terminal 3.

The display 34 displays an image of the online insurance consultation being conducted with the recruiter terminal 2.

The input interface 35 receives input from a customer who is a user of the customer terminal 3 using a mouse, a keyboard, or the like. In this embodiment, the customer can use the input interface 35 to input his or her name, address, telephone number, ID (identification), password, and the like.

The camera 36 photographs the customer who is the user of the customer terminal 3 during online insurance consultation conducted with the recruiter terminal 2. Image data obtained by photographing with the camera 36 is temporarily recorded in the memory 33 and transmitted to the recruiter terminal 2 by the communication device 32.

The microphone 37 acquires the voice of the customer who is the user of the customer terminal 3 during the online insurance consultation conducted with the recruiter terminal 2. The voice obtained by the microphone 37 is temporarily recorded in the memory 33 as voice data, and is transmitted to the recruiter terminal 2 by the communication device 32.

The speaker 38 outputs the recruiter's voice acquired from the recruiter terminal 2 during the online insurance consultation conducted with the recruiter terminal 2.

The recruiter terminal 2 includes a processor 21, a communication device 22, a memory 23, a display 24, an input interface 25, a camera 26, a microphone 27, and a speaker 28.

The processor 21 is a calculation main body that performs various processes by executing various programs (for example, the control program 231 and the recording program 235). The processor 21 includes, for example, at least one of a CPU, an FPGA, and a GPU. The processor 21 may be composed of an arithmetic circuit.

The communication device 22 establishes communication with each of the recruiter terminal 2 and the server device 5 via the network 6, and transmits and receives data between each of the recruiter terminal 2 and the server device 5.

The memory 23 is composed of volatile memories such as DRAM and SRAM, or nonvolatile memories such as ROM, SSD, and HDD. The memory 23 records a control program 231, recording data 232, flag data 233, script data 234, and recording program 235.

The control program 231 is a program for controlling each component included in the recruiter terminal 2. The recorded data 232 is data recording the content of the online insurance consultation conducted between the customer terminal 3 and the agent terminal 2, and is data that is transmitted and received between the customer terminal 3 and the agent terminal 2 during the online insurance consultation. Contains audio data and image data. Recorded data 232 is transmitted to server device 5 by communication device 22, and stored in memory 53 as recorded data 532, which will be described later.

The flag data 233 is data for specifying a predetermined check timing within the playback time of recorded data. The flag data 233 is transmitted to the server device 5 by the communication device 22 and stored in the memory 53 as flag data 533, which will be described later. The script data 234 is data for specifying the contents of subtitles that are scripted contents of the online insurance consultation reproduced based on the recorded data, and is generated by the processor 21. The script data 234 is transmitted to the server device 5 by the communication device 22 and stored in the memory 53 as script data 534, which will be described later.

The recording program 235 is a program for recording the contents of the online insurance consultation conducted between the customer terminal 3 and the recruiter terminal 2 as recorded data. By executing the recording program 235, the processor 21 can execute the recording process shown in FIG. 11, which will be described later.

The display 24 displays an image of an online insurance consultation being conducted with the customer terminal 3.

The input interface 25 accepts input by the recruiter who is the user of the recruiter terminal 2 using a mouse, keyboard, or the like. In this embodiment, the recruiter can use the input interface 25 to input his or her name, address, telephone number, ID, password, and the like. Furthermore, the recruiter can use the input interface 25 to input a desired check timing within the playback time of the recorded data.

The camera 26 photographs the recruiter who is the user of the recruiter terminal 2 during the online insurance consultation conducted with the customer terminal 3. Image data obtained by photographing with the camera 26 is temporarily recorded in the memory 23 and transmitted to the customer terminal 3 by the communication device 22.

The microphone 27 acquires the voice of the recruiter, who is the user of the recruiter terminal 2, during the online insurance consultation conducted with the customer terminal 3. The voice obtained by the microphone 27 is temporarily recorded in the memory 23 as voice data, and is transmitted to the customer terminal 3 by the communication device 22.

The speaker 28 outputs the customer's voice acquired from the customer terminal 3 during an online insurance consultation conducted with the customer terminal 3.

The server device 5 includes a processor 51, a communication device 52, and a memory 53. The processor 51 is a calculation main body that performs various processes by executing various programs (for example, a control program 531). The processor 51 includes, for example, at least one of a CPU, an FPGA, and a GPU. The processor 51 may be composed of an arithmetic circuit.

The communication device 52 establishes communication with each of the customer terminal 3 , the recruiter terminal 2 , and the check terminal 4 via the network 6 , and communicates with each of the customer terminal 3 and the recruiter terminal 2 . Sends and receives data.

The memory 53 is composed of volatile memories such as DRAM and SRAM, or nonvolatile memories such as ROM, SSD, and HDD. The memory 53 records a control program 531, recorded data 532, flag data 533, script data 534, customer data 535, and recruiter data 536.

The control program 531 is a program for controlling each component included in the server device 5. The recorded data 532 is managed by a recording management table shown in FIG. 5, which will be described later, and is data recording the contents of an online insurance consultation conducted between the customer terminal 3 and the recruiter terminal 2. Recorded data 532 includes audio data and image data transmitted and received between customer terminal 3 and recruiter terminal 2 during online insurance consultation. The recorded data 532 is acquired from the recruiter terminal 2 via the communication device 52. The recorded data 532 is transmitted to the checking terminal 4 by the communication device 52 and stored in the memory 43 as recorded data 432, which will be described later.

The flag data 533 is managed by a flag management table shown in FIG. 6, which will be described later, and is data for specifying a predetermined check timing within the playback time of recorded data. Flag data 533 is acquired from recruiter terminal 2 via communication device 52 . The flag data 533 is transmitted to the checking terminal 4 by the communication device 52 and stored in the memory 43 as flag data 433, which will be described later. The script data 534 is managed by the script management table of FIG. 7, which will be described later, and is data for specifying the contents of subtitles that are scripted contents of the online insurance consultation that are reproduced based on the recorded data. Script data 534 is acquired from recruiter terminal 2 via communication device 52. The script data 534 is transmitted to the checking terminal 4 by the communication device 52 and stored in the memory 43 as script data 434, which will be described later. Note that the processor 51 of the server device 5 may generate the script data 534 without the recruiter terminal 2 generating the script data 234.

The customer data 535 is managed by a customer management table shown in FIG. 3, which will be described later, and includes data such as name and address input by the customer via the input interface 35 of the customer terminal 3. The recruiter data 536 is managed by a recruiter management table shown in FIG. 4, which will be described later, and includes data such as the name and address input by the recruiter via the input interface 25 of the recruiter terminal 2.

The checking terminal 4 includes a processor 41, a communication device 42, a memory 43, a display 44, and an input interface 45.

The processor 41 is a calculation main body that performs various processes by executing various programs (for example, the control program 431). The processor 41 includes, for example, at least one of a CPU, an FPGA, and a GPU. The processor 41 may be composed of an arithmetic circuit.

The communication device 42 establishes communication with the server device 5 via the network 6, and sends and receives data to and from the server device 5.

The memory 43 is composed of volatile memories such as DRAM and SRAM, or nonvolatile memories such as ROM, SSD, and HDD. The memory 43 records a control program 431, recorded data 432, flag data 433, and script data 434.

The control program 431 is a program for controlling each component included in the checking terminal 4. The recorded data 432 is data recording the contents of the online insurance consultation conducted between the customer terminal 3 and the agent terminal 2, and is data that is transmitted and received between the customer terminal 3 and the agent terminal 2 during the online insurance consultation. Contains audio data and image data. Recorded data 432 is acquired from server device 5 via communication device 42 .

The flag data 433 is data for specifying a predetermined check timing within the playback time of recorded data. Flag data 433 is acquired from server device 5 via communication device 42 . The script data 434 is data for specifying the contents of subtitles that are scripted contents of the online insurance consultation that are reproduced based on the recorded data. Script data 434 is acquired from server device 5 via communication device 42 .

The display 44 displays an image of an online insurance consultation being conducted between the customer terminal 3 and the recruiter terminal 2.

The input interface 45 accepts input from a checker who is a user of the check terminal 4, such as a mouse or a keyboard.

In the insurance consultation system 1 shown in FIGS. 1 and 2, the server device 5 and the check terminal 4 were configured separately, but in the insurance consultation system 1, the server device 5 and the check terminal 4 are integrated. may be configured. That is, the check terminal 4 may directly acquire the recorded data 432, flag data 433, and script data 434 from the recruiter terminal 2.

[Various tables]
FIG. 3 is a schematic diagram showing a customer management table stored in the memory 53 of the server device 5. As shown in FIG. As shown in FIG. 3, the customer management table includes customer ID, password, name, date of birth, address, telephone number, current insurance contract status, family information, and Customer data (customer data 535 in FIG. 2) including information about the customer, such as face photo data, is stored.

Further, each customer ID is associated with recorded data (recorded data 532 in FIG. 5) that records the contents of online insurance consultations conducted by the customer in the past. For example, recorded data A is linked to the customer corresponding to the customer ID "AAA".

FIG. 4 is a schematic diagram showing a recruiter management table stored in the memory 53 of the server device 5. As shown in FIG. As shown in FIG. 4, the recruiter management table includes information such as the recruiter ID, password, name, date of birth, address, telephone number, and customer information registered in the server device 5 by the recruiter in advance. Recruiter data (recruiter data 536 in FIG. 2) including information regarding recruiters is stored.

Further, each recruiter ID is associated with recorded data (recorded data 532 in FIG. 2) recording the contents of online insurance consultations conducted by the recruiter in the past. For example, recorded data A is linked to the recruiter corresponding to the recruiter ID "aaa". In other words, the agent corresponding to the agent ID "aaa" has conducted online insurance consultation in the past with the customer corresponding to the customer ID "AAA", and the recorded data A that records the contents of the consultation is , the recruiter ID "aaa" and the customer ID "AAA".

FIG. 5 is a schematic diagram showing a recording management table stored in the memory 53 of the server device 5. As shown in FIG. As shown in FIG. 5, the recording management table stores the recording date, the flag data in FIG. 6, the script data in FIG. 7, and the data capacity for each recording data. For example, flag data A and script data A are linked to recorded data A.

FIG. 6 is a schematic diagram showing a flag management table stored in the memory 53 of the server device 5. As shown in FIG. As shown in FIG. 6, the flag management table stores, for each flag data, a predetermined check timing within the playback time of recorded data.

The check timing is determined by the insurance agent during the online insurance consultation conducted between the customer, who is an insurance policyholder, and the insurance agent. For example, the timing of the check is based on the contents of the online insurance consultation, such as the policyholder's "identity verification", the policyholder's "intention confirmation" regarding the insurance product, the "explanation of important matters" regarding the insurance product, and the insurance policyholder's "identity verification". This includes the timing at which any one of the "family consent" is given. This information is used in online insurance consultations to ensure that the person in charge of checking is complying with the ``obligation to provide information to customers'' and ``obligation to understand and confirm customer intentions.'' It is an item.

Note that the check timing is not limited to the above-mentioned timing, but may be any timing at which the recruiter, who is the user of the recruiter terminal 2, makes an input using the input interface 25 in order to be checked by the checker at the time of compliance check. It may be timing. For example, "Identity Verification", "Intention Confirmation", "Important Matters Explanation", and "Family Consent" are examples of check items, and depending on the content of the compliance check, the person in charge of checking or the recruiter can 2, the check items may be set (changed).

In the flag management table of FIG. 6, information "05:15" for specifying 5 minutes and 15 seconds as the start timing of "identity verification" of the playback time is stored, and 10:15 is stored as the end timing of "identity verification". Information "10:30" to specify minute 30 seconds is stored, information "25:00" to specify 25 minutes 00 seconds as the start timing of "intent confirmation" is stored, Information "32:20" for specifying 32 minutes 20 seconds as the end timing is stored, information "38:05" for specifying 38 minutes 05 seconds as the start timing of the "important matter explanation" is stored, Information "53:30" for specifying 53 minutes and 30 seconds as the end timing of the "explanation of important matters" is stored.

In addition, in the flag management table of FIG. 6, time information is stored as the start timing and end timing of each item to be checked such as "identity verification", but the information stored in the flag management table is Not limited to. The flag management table may store any information that can specify the check timing for reproducing recorded data. For example, if the recorded data is configured so that each of the multiple images that make up the playback video based on the recorded data can be specified as a frame number, the flag management table can be used to specify the start timing and end of each item to be checked. A frame number corresponding to the timing may also be stored.

FIG. 7 is a schematic diagram showing a script management table stored in the memory 53 of the server device 5. As shown in FIG. As shown in FIG. 7, the script management table stores script data for specifying the content of subtitles in which the content of online insurance consultation is scripted, and also stores script data for specifying the content of subtitles in which the content of online insurance consultation is scripted. Store timing. The NG word is an example of a "predetermined word." The "predetermined word" is not limited to an NG word, but includes any word that should be checked by a checker in a compliance check.

In the present embodiment, the script data is generated by the recruiter terminal 2, and based on the generated script data, the recruiter terminal 2 extracts NG words registered in advance by the recruiter. That is, the processor 21 of the recruiter terminal 2 searches for previously registered NG words from the subtitles specified by the script data 234, records the detected NG words in the memory 23 in association with the script data 234. Note that the recruiter terminal 2 may extract assumed NG words using AI (Artificial Intelligence) from the subtitles specified by the script data 234 without registering NG words in advance.

Note that the script data may be generated by the server device 5, and further, the server device 5 may extract NG words registered in advance by the recruiter based on the generated script data. That is, even if the processor 51 of the server device 5 searches for previously registered NG words from among the subtitles specified by the script data 534 and records the detected NG words in the memory 53 in association with the script data 534. good. Note that the server device 5 may use AI to extract assumed NG words from the subtitles specified by the script data 534 without registering NG words in advance.

In the script management table of FIG. 7, for script data A, information "48:25" is stored for specifying 48 minutes and 25 seconds as the appearance timing of the NG word a within the playback time. Regarding script data B, no NG words are extracted. Regarding script data C, information "15:10" for specifying 15 minutes 10 seconds as the appearance timing of NG word b is stored in the playback time, and 16 minutes 05 seconds is specified as the appearance timing of NG word c. The information "16:05" is stored. These stored NG words can also be deleted by an administrator with specific authority.

[Display format during online insurance consultation]
8 and 9 are schematic diagrams showing the display mode of the recruiter terminal 2 during online insurance consultation. It is assumed that the online insurance consultation shown in FIGS. 8 and 9 is recorded in the memory 23 as recorded data 232 corresponding to recorded data A in FIG.

As shown in FIG. 8, the display 24 of the recruiter terminal 2 includes a display area 241 that displays the customer who is the other party for online insurance consultation, and a display area 242 that displays the recruiter. Further, below the display area of the display 24, an icon 251 for recording the start timing and end timing of "identity verification" and an icon 252 for recording the start timing and end timing of "intention confirmation", An icon 253 for recording the start timing and end timing of "Explanation of important matters", an icon 254 for recording the start timing and end timing of "family consent", and an icon 255 for obtaining information about the customer. Displayed.

The agent conducts online insurance consultation with the customer terminal 3 using the agent's terminal 2, and provides information to the customer while complying with the "obligation to provide information to the customer" and the "obligation to understand and confirm the customer's intentions." Provide insurance consultation. During an insurance consultation, the solicitor will verify the customer's identity, confirm their intentions, and explain important matters, and if the customer is an elderly person or a minor, obtain the consent of the customer's family. When talking with a customer about each of the above-mentioned check items in an online insurance consultation, the sales person operates the corresponding icons at each timing of the start and end of the conversation. Thereby, it is stored in the memory 23 as flag data 233. The flag data 233 stored in the memory 23 is transmitted to the server device 5 and stored in the memory 53 as flag data 533 (flag data in FIG. 6).

For example, in the example shown in FIG. 8, the recruiter operates the icon 251 at the timing when starting "identity verification" for the customer (timing 5 minutes and 15 seconds have passed from the start of recording) to end "identity verification". The icon 251 is operated at the timing (timing 10 minutes and 30 seconds have elapsed from the start of recording). The recruiter operates the icon 252 at the timing when he starts "confirming his intention" with the customer (25 minutes have passed since the start of recording), and the timing when he has finished "confirming his intention" (when 32 minutes and 20 seconds have passed since the start of recording). The icon 252 is operated at the timing). The recruiter operates the icon 253 at the timing when he starts "explanation of important matters" to the customer (timing 38 minutes and 5 seconds have elapsed from the start of recording), and when the recruiter ends "explanation of important matters" (timing 50 minutes after the start of recording). The icon 253 is operated at a timing when 30 seconds have elapsed. Flag data corresponding to this example is linked to recorded data A in FIG. 5 as flag data A in FIG.

Note that this is not limited to the case where the recruiter operates the icons 251 to 254 at the start and end timing of each check item such as "identity verification", "intention confirmation", "important matters explanation", and "family consent". . For example, the processor 21 of the recruiter's terminal 2, the processor 51 of the server device 5, or the processor 41 of the checking terminal 4 converts the content of the online insurance consultation into a script based on the recorded data stored in each memory. The start timing and end timing of each check item may be specified by detecting the keyword of each check item from the obtained document. Then, flag data may be created regarding the start timing and end timing of each check item identified in this manner, and the created flag data may be linked to the recorded data.

Note that if the customer is not an elderly person or a minor, the display 24 does not need to display the icon 254 for recording the start timing and end timing of "family consent". For example, when the customer's age is input in advance for online insurance consultation, if the agent terminal 2 determines that the customer is not an elderly person or a minor based on the customer's age, the agent terminal 2 displays the icon 254 on the display 24. You may choose not to do so. For example, the agent terminal 2 displays the icon 254 on the display 24 at the start of an online insurance consultation, but if it is determined that the customer is not an elderly person or a minor during "identity verification" during the online insurance consultation, the icon 254 is displayed on the display 24. may be deleted from the display 24. In this case, the recruiter terminal 2 may determine whether the customer is an elderly person or a minor based on the customer's age input by the recruiter after "identity verification" during online insurance consultation. However, it may be determined whether the customer is an elderly person or a minor based on information obtained by voice recognition (for example, script data).

For identity verification, the customer is required to present an identity verification document 244 such as a driver's license. As shown in FIG. 9, when the customer presents the identification card 244, the processor 21 of the agent terminal 2 displays the customer's face photograph shown in the identification card 244 and the face 243 of the customer who is the insurance policyholder. It is determined whether or not they match, and the result is displayed in the display area 245 of the display 24. In this example, "OK" is displayed in the display area 245 to indicate that the user's identity has been verified. The processor 21 uses, for example, a known face recognition technique using AI in determining whether the customer's face photo and the customer's face 243 match.

When the recruiter operates the icon 255 while the customer is presenting the identification document 244, the processor 21 collects information about the customer such as the customer's name, date of birth, and address shown on the identification document 244. Read and retrieve these customer information. The customer information acquired by the recruiter terminal 2 is displayed in the display area 246 of the display 24. Further, based on the acquired customer information, the processor 21 further acquires the customer's contract status and family information from the customer data 535 stored in the memory 53 of the server device 5, and displays the acquired customer information on the display 24. It is displayed in the display area 247.

Note that the sales representative terminal 2 may obtain the customer data 535 from the server device 5 in advance and store it in the memory 23 before conducting the online insurance consultation. When the recruiter operates the icon 255, the customer's contract status and family information included in the customer data 535 stored in the memory 23 are acquired, and the acquired customer information is displayed in the display area 247 of the display 24. May be displayed.

The customer information acquired by the recruiter terminal 2 may be transmitted to the server device 5 and stored in the memory 53 as customer data 535.

In online insurance consultations, salespeople consult with customers while checking each check item one by one, and operate the corresponding icons when talking about the check items. If this is not the case, the sales representative terminal 2 may display a warning screen on the display 24 during the online insurance consultation. For example, if the icon 252 corresponding to "Intent Confirmation" or the icon 253 corresponding to "Important Matters Explanation" is operated before the icon 251 corresponding to "Identity Confirmation" is operated on the recruiter terminal 2, If the icon 253 corresponding to "Important matter explanation" is operated before the icon 252 corresponding to "Intention confirmation" is operated, a warning screen may be displayed on the display 24.

[Display format during compliance check]
FIG. 10 is a schematic diagram showing the display mode of the checking terminal 4 during a compliance check. In the online insurance consultation shown in FIG. 10, it is assumed that recorded data 432 corresponding to recorded data A in FIG. 5 is reproduced.

As shown in FIG. 10, the display 44 of the checking terminal 4 displays the contents of the online insurance consultation recorded by the recruiter terminal 2 by reproducing the recorded data 432. The display 44 of the checking terminal 4 includes a display area 441 that displays customers and a display area 442 that displays recruiters.

At the bottom of the display area of the display 44, there are a seek bar 450 that indicates the playback location of the recorded data 432, an icon 451 for playing or stopping the recorded data 432, an icon 452 for rewinding the playback screen, and a playback button 452 for rewinding the playback screen. An icon 453 for fast forwarding the screen, an icon 454 for adjusting the playback speed, an icon 455 indicating the current playback time relative to the total playback time, and an icon 456 for adjusting the volume are displayed. .

The person in charge of checking must perform compliance checks on a large number of online insurance consultations, and by operating the icon 454, the person in charge of the check can set the desired playback speed, such as 2x, 4x, 1/2x, 1/4x, etc. The recorded data 432 can be played back.

At the bottom of the display area of the display 44, an icon 465 for displaying a mark (memo, bookmark) 464 on the playback screen and an icon 457 for displaying subtitles in which the contents of the online insurance consultation are scripted are displayed. has been done.

By operating the icon 465 during playback of the recorded data 432, the person in charge of checking can display a mark 464 at a location on the seek bar 450 corresponding to the timing at which the icon 465 is operated. Further, the person in charge of checking can delete the mark 464 once displayed by operating the mark 464.

Thereby, the person in charge of checking can link to the seek bar 450 the parts of interest or parts to be reviewed later in the online insurance consultation.

Further, by operating the icon 457, the person in charge of checking can display subtitles in which the contents of the online insurance consultation are scripted on the display 44.

As a result, the person in charge of checking can confirm the content of the consultation using subtitles for parts of the playback that are difficult to hear in audio.

At the bottom of the display area of the display 44, there are an icon 461 indicating the start timing of "identity verification", an icon 462 indicating the start timing of "intention confirmation", and an icon 463 indicating the start timing of "important matter explanation". It is displayed in association with the seek bar 450. These icons 461 to 463 are displayed based on flag data 433 corresponding to flag data A in FIG.

By operating the icon 461 while playing the recorded data 432, the person in charge of checking can play the recorded data 432 from the point where "identity verification" is performed, and can perform a compliance check from "identity verification". can. By operating the icon 462 while playing the recorded data 432, the person in charge of checking can play the recorded data 432 from the point where the "intention confirmation" is to be performed, and can perform the compliance check from the "intention confirmation". can. By operating the icon 463 while playing the recorded data 432, the person in charge of the check can play the recorded data 432 from the point where the "explanation of important matters" is performed, and performs the compliance check from the "explanation of important matters". be able to.

As a result, the person in charge of checking does not have to play the recorded data 432 from the beginning and uniformly search for content necessary for compliance checks such as "identity verification", and can immediately play the recorded data 432 from the part he or she wants to check. can do.

At the bottom of the display area of the display 44, an icon 466 indicating the start timing of "NG word" is displayed in association with the seek bar 450. Icon 466 is displayed based on script data 434 corresponding to script data A in FIG.

By operating the icon 466 during playback of the recorded data 432, the person in charge of checking can play back the recorded data 432 from the portion where the NG word extracted from the scripted subtitles appears.

As a result, the person in charge of checking does not have to play the recorded data 432 from the beginning to uniformly search for whether or not there are NG words, and can immediately play back the recorded data 432 from the point where the NG word appears. .

Further, although not shown, the display 44 of the checking terminal 4 displays a scene in which the customer presents the identification card 244, as shown in FIG. Then, the display 44 displays a determination result as to whether or not the customer's face photograph shown on the identification card 244 matches the face 243 of the customer who is the insurance policy holder.

Thereby, the person in charge of checking can confirm whether or not the face photo of the customer shown on the identification card 244 matches the face 243 of the customer who is the insurance policy holder.

Furthermore, as shown in FIG. 9, the display 44 displays information about the customer such as the customer's name, date of birth, and address shown on the identification card 244, as well as the customer's contract status and family information. be done.

This allows the person in charge of checking to confirm information about the customer, such as the customer's name, date of birth, and address, shown on the identification card 244 even if the identification card 244 is difficult to see. . Furthermore, the person in charge of checking can check the customer's contract status and family information that have been registered in the server device 5 in advance.

In online insurance consultations, salespeople consult with customers while checking each check item one by one, and operate the corresponding icons when talking about the check items. If the error is not found, the checking terminal 4 may display a warning screen on the display 44 on the playback screen of the recorded data 432.

[Recording processing]
FIG. 11 is a flowchart for explaining the recording process executed by the recruiter terminal 2. Each step (hereinafter referred to as “S”) shown in FIG. 11 is realized by the processor 21 of the recruiter terminal 2 executing the recording program 235.

As shown in FIG. 11, the recruiter terminal 2 makes a video call with the customer terminal 3 via the network 6 (S1). The recruiter terminal 2 records the contents of the insurance consultation conducted during the videophone call as recorded data 232 (S2).

The recruiter terminal 2 determines whether or not a user operation on any of the icons 251 to 254 is received during the videophone call (S3). If the recruiter terminal 2 does not receive a user operation on any of the icons 251 to 254 (NO in S3), the process returns to S1.

On the other hand, when the recruiter terminal 2 receives a user operation on any of the icons 251 to 254 (YES in S3), the recruiter terminal 2 links the flag data 232 to the recorded data 232 so that it can be played back at the check timing when the user operation is accepted. is recorded (S4). After that, the recruiter terminal 2 returns the process to S1.

In this way, by executing the recording process based on the recording program 235, the recruiter terminal 2 receives user operations performed by the recruiter at points necessary for compliance checks such as "identity verification", and receives user operations. The recorded data 232 can be recorded so that the person in charge of checking can reproduce the recorded data 432 at the specified check timing. This allows the person in charge of checking to efficiently perform compliance checks.

[Main configuration]
(Configuration 1)
The insurance consultation system 1 according to the present embodiment includes a customer terminal 3, a solicitor terminal 2 that can make a video call with the customer terminal 3 via a network 6, and an insurance consultation system 1 that is capable of making a video call between a customer terminal 3 and the customer terminal 3 via a network 6. The server device 5 records the contents of the consultation as recorded data 532, and the checking terminal 4 reproduces the recorded data 532 (432) recorded by the server device 5. The checking terminal 4 plays back the recorded data 432 at a predetermined check timing in order to check the contents of the consultation.

As a result, the person in charge of checking does not have to play the recorded data 432 from the beginning and uniformly search for the content necessary for compliance check, and can play the recorded data 432 at a predetermined check timing. Compliance checks can be performed efficiently. Moreover, among the playback time of the recorded data 432, the playback timing of the check items during the compliance check is determined in advance by the recruiter during the online insurance consultation and is linked to the recorded data 232 (432), so that the checker can The burden can be reduced.

(Configuration 2)
The recruiter terminal 2 provides a display of icons 251 to 254 as a user interface for accepting user operations for the recruiter to decide check timing during a video call.

As a result, agents can proceed with online insurance consultations while confirming that the check items that are subject to the compliance check by the person in charge of checking have been carried out with the customer. When communicating with a customer, by operating the icons 251 to 254, the flag data 233 can be associated with the recorded data 232 to be recorded.

(Configuration 3)
The timing of the check is to confirm the identity of the policyholder, confirmation of the policyholder's intention regarding the insurance product, explanation of important matters regarding the insurance product, and consent of the policyholder's family, among the contents of the consultation conducted during the video call. It includes the timing when one of them is performed.

As a result, the recruiter can save the flag data 233 to the recorded data 232 for each check item that is subject to the compliance check, such as "identity verification," "intent verification," "explanation of important matters," and "family consent." Can be linked. In addition, the person in charge of the check will check the timing of each compliance check, such as "identity verification," "confirmation of intention," "explanation of important matters," and "consent from family members," as discussed in the insurance consultation. Since the recorded data 432 can be played back, compliance checks can be performed efficiently.

(Configuration 4)
The server device 5 records flag data 533 that can specify the check timing in association with the recorded data 532.

As a result, the person in charge of checking can playback the recorded data 432 at a predetermined check timing based on the flag data 533 (433) linked to the recorded data 532 (432), making compliance checks more efficient. can do well.

(Configuration 5)
The checking terminal 4 plays back subtitles that are scripted consultation contents based on the recorded data 432.

As a result, the person in charge of the check can check the contents of the consultation in subtitles for parts of the playback that are difficult to hear in the audio, so that the compliance check can be carried out efficiently.

(Configuration 6)
The checking terminal 4 indicates, on the playback screen of the recorded data 432, the timing at which the NG word specified based on the subtitles is played back.

As a result, the person in charge of checking does not have to play the recorded data 432 from the beginning to uniformly search for whether or not there are NG words, and can immediately play back the recorded data 432 from the point where the NG word appears. Therefore, compliance checks can be performed efficiently.

(Configuration 7)
The checking terminal 4 displays a mark based on the user's operation on the playback screen of the recorded data 432.

As a result, the person in charge of checking can show on the playback screen areas of concern or areas to review later during online insurance consultation, and can therefore efficiently perform compliance checks.

(Configuration 8)
The checking terminal 4 plays back the recorded data 432 at a playback speed adjusted based on the user's operation.

Thereby, the person in charge of checking can play back the recorded data 432 at a desired playback speed, so that the compliance check can be performed efficiently.

(Configuration 9)
The checking terminal checks whether the face 243 of the policyholder making the videophone match on the playback screen of the recorded data 432 matches the face photo on the identification card 244 presented by the policyholder during the videophone call. Display the judgment result.

Thereby, the person in charge of checking can confirm whether or not the face photo of the customer shown on the identification card 244 matches the face 243 of the customer who is the insurance policy holder.

(Configuration 10)
The check terminal 4 displays, on the playback screen of the recorded data 432, information on the policyholder identified based on the identification card 244 presented by the policyholder during the video call.

Thereby, the person in charge of checking can confirm information regarding the customer such as the customer's name, date of birth, and address shown on the identification card 244.

(Configuration 11)
The recruiter terminal 2 according to the present embodiment includes a communication device 22 for making a video call with the customer terminal 3 via the network 6, and a recording data 232 that records the contents of the insurance consultation conducted during the video call. It includes a memory 23 for recording, and an input interface 25 for accepting user operations during a videophone call. The memory 23 records the recorded data 232 in a reproducible manner at a check timing when a user operation is accepted.

As a result, the recruiter can record the recorded data 232 in the memory 23 so that it can be played back at the timing when the compliance check by the person in charge of checking is required, so that the person in charge of checking can efficiently perform the compliance check. .

(Configuration 12)
The recording method according to the present embodiment includes a step (S1) of making a video call with the customer terminal 3 via the network 6, and a step of recording the contents of the insurance consultation conducted during the video call as recorded data 232. (S2), and a step (S3) of accepting a user operation during a videophone call. In the recording step, recorded data is recorded so as to be playable at a check timing when a user operation is accepted.

As a result, the recruiter can record the recorded data 232 in the memory 23 so that it can be played back at the timing when the compliance check by the person in charge of checking is required, so that the person in charge of checking can efficiently perform the compliance check. .

(Configuration 13)
The recording program according to the present embodiment includes a step (S1) of making a video call between the computer (recruiter terminal 2) and the insurance policyholder's terminal via the network 6, and an insurance policy performed during the video call. A step (S2) of recording the contents of the consultation as recorded data 232, and a step (S3) of accepting user operations during the videophone call are executed. In the recording step, recorded data is recorded so as to be playable at a check timing when a user operation is accepted.

As a result, the recruiter can record the recorded data 232 in the memory 23 so that it can be played back at the timing when the compliance check by the person in charge of checking is required, so that the person in charge of checking can efficiently perform the compliance check. .

The embodiments disclosed this time should be considered to be illustrative in all respects and not restrictive. The scope of the present invention is indicated by the claims rather than the above description, and it is intended that all changes within the scope and meanings equivalent to the claims are included. Note that the configurations exemplified in this embodiment and the configurations exemplified in the modified examples can be combined as appropriate.

1 Insurance consultation system, 2 Recruiter terminal, 3 Customer terminal, 4 Check terminal, 5 Server device, 6 Network, 21, 31, 41, 51 Processor, 22, 32, 42, 52 Communication device, 23, 33, 43 , 53 Memory, 24, 34, 44 Display, 25, 35, 45 Input interface, 26, 36 Camera, 27, 37 Microphone, 28, 38 Speaker, 231, 331, 431, 531 Control program, 232, 432, 532 Recording Data, 233,433,533 Flag data, 234,434,534 Script data, 235 Recording program, 241,242,245,246,247,441,442 Display area, 243 Face, 244 Identity card, 251,252, 253, 254, 255, 451, 452, 453, 454, 455, 456, 457, 461, 462, 463, 465, 466 icon, 450 seek bar, 464 landmark, 535 customer data, 536 recruiter data.

Claims (13)

An insurance consultation system that provides online insurance consultation,
a first terminal;
a second terminal capable of making a videophone call with the first terminal via a network;
a recording unit that records the content of the insurance consultation conducted during the videophone call as recorded data;
a playback unit that plays back the recorded data recorded by the recording unit,
The reproduction unit reproduces the recorded data at a predetermined check timing in order to check the content of the consultation,
A determination result of whether or not the face of the policyholder making the videophone match on the screen during the videophone call matches the face photo of the identity verification card presented by the policyholder during the videophone call. An insurance consultation system that displays. The insurance consultation system according to claim 1, wherein the second terminal provides a user interface that accepts a user operation for determining the check timing by the user during the video call. The check timing includes, among the contents of the consultation conducted during the video call, confirmation of the policyholder's identity, confirmation of the policyholder's intention regarding the insurance product, explanation of important matters regarding the insurance product, and confirmation of the policyholder's intention regarding the insurance product. The insurance consultation system according to claim 1 or claim 2, including the timing at which any one of the family consents is given. The insurance consultation system according to any one of claims 1 to 3, wherein the recording unit records flag data that can specify the check timing in association with the recorded data. The insurance consultation system according to any one of claims 1 to 4, wherein the playback unit plays back subtitles that are scripted versions of the consultation content based on the recorded data. 6. The insurance consultation system according to claim 5, wherein the playback unit indicates a timing at which a predetermined word specified based on the subtitles is played back on a playback screen of the recorded data. The insurance consultation system according to any one of claims 1 to 6, wherein the playback unit displays a mark based on a user operation on the playback screen of the recorded data. The insurance consultation system according to any one of claims 1 to 7, wherein the playback unit plays back the recorded data at a playback speed adjusted based on a user operation. The playback unit is configured to display, on a playback screen of the recorded data, a face of the policyholder making the videophone call and a face photograph of the identity verification card presented by the policyholder during the videophone call. The insurance consultation system according to any one of claims 1 to 8, which displays the determination result as to whether or not there is a match. The playback unit displays information on the policyholder identified based on the identification card presented by the policyholder during the videophone call on the playback screen of the recorded data. 9. The insurance consultation system according to any one of 9. An insurance consultation terminal that provides online insurance consultation,
A communication device for making a video call with a terminal of an insurance policyholder via a network;
a memory for recording the contents of the insurance consultation conducted during the videophone call as recorded data;
and an input interface that accepts user operations during the videophone call,
The memory records the recorded data in a playable manner at a check timing when the user operation is accepted;
Determining whether or not the face of the policyholder making the videophone match on the screen during the videophone match and the face photo of the identification card presented by the insurance policyholder during the videophone call. An insurance consultation terminal that displays results. A recording method for conducting insurance consultations online, the method comprising:
a step of making a video call with the policyholder's terminal via the network;
recording the content of the insurance consultation conducted during the videophone call as recorded data;
accepting a user operation during the videophone call,
The recording step records the recorded data in a playable manner at a check timing when the user operation is accepted;
Determining whether or not the face of the policyholder making the videophone match on the screen during the videophone match and the face photo of the identification card presented by the insurance policyholder during the videophone call. Recording method with results displayed. A recording program for online insurance consultation,
The recording program is stored on the computer,
making a video call with the policyholder's terminal via the network;
recording the content of the insurance consultation conducted during the videophone call as recorded data;
performing the step of accepting a user operation during the videophone call;
The recording step records the recorded data in a playable manner at a check timing when the user operation is accepted;
Determining whether or not the face of the policyholder making the videophone match on the screen during the videophone match and the face photo of the identification card presented by the insurance policyholder during the videophone call. A recording program that displays the results.

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