JP5198935B2 - Financial terminal support system - Google Patents

Description

  The present invention relates to a support system for a financial terminal (automatic cash handling machine) directly operated by a customer (customer).

The following patent document shows a system of a general automatic cash handling machine.
There are various customers who come to the bank, and when operating a financial terminal, there are those who cannot hear normal volume voice guidance well, or those who cannot see the characters on the screen with normal brightness. It is impossible to make a financial terminal that absorbs all such individual differences in handling, and the bank is currently dealing with each request according to the customer's request. (Raise the volume or brighten the screen)

However, if you deal with such a situation, some customers complain of the opposite, such as loud noise and the screen being too bright, so that it may cause repeated Itachi games to deal with it each time. It was. Further, since the volume and screen brightness can be adjusted only by a customer engineer (hereinafter referred to as CE) in most cases, the CE has been activated every time. (In addition, if the screen is made too bright, the life of the LCD screen will be shortened and there will be many maintenance disadvantages.)
JP 2001-56880 A

  Therefore, the object of the present invention is to create a database of past information related to handling for each customer (customer handling information DB), and when a customer visits the store, the customer simply inserts the card into the financial terminal and automatically searches for past cases. And provide a support system that adjusts the volume of voice guidance and adjusts the brightness of the screen for each customer.

In order to achieve the above object, a support system of the present invention is a support system for a center provided with a server and a financial terminal connected to the center via a communication line, and the center handles the financial terminal for each individual customer. And a function of transmitting support information corresponding to the customer's history to the financial terminal when the customer's card is used.
The financial terminal has the function of adjusting the guidance volume, the screen brightness, and the payout speed of banknotes / coins, cards / passbooks, and the center transmits support information for customers to the store where the financial terminal is installed. It has a function to do.
The financial terminal includes a camera that records the customer's operation, and the store includes a camera that records the customer's operation.

  The contacted branch will watch the customer's actions (sometimes support the customer's side), take immediate action in the event of a failure such as a jam, and support the customer's comfortable use of the financial terminal, Also, use video etc. to investigate the cause of failure related to handling and make efforts to identify the cause. For example, if a crumpled banknote was used to jam or reject, you can replace the banknote, give advice, and if you know the history if you accidentally put a coin into the banknote slot, Staff can respond immediately. In addition, if a jam or rejection has occurred using a dirty passbook, a new passbook can be issued, and the customer is likely to be able to use the financial terminal comfortably in the future.

  Depending on the customer, there may be customers who frequently deposit banknotes / coins, cards / passbooks, etc. depending on the customer, and this DB also accumulates failure histories that may be caused by the handling of each customer. When the customer inserts the card into the financial terminal, the customer reports the history of "how much trouble has occurred due to handling while using the financial terminal" from the center to the customer's branch. At the same time, the financial terminal is set to the monitoring mode, the operation is recorded with a monitoring camera, etc., the bill / coin deposit / withdrawal speed is adjusted, and the card / passbook conveyance speed is adjusted so that the rejection etc. is difficult to occur. It is a system that regulates and prevents obstacles in advance.

FIG. 1 shows a system configuration of the present invention.
A branch terminal 20 such as a bank is provided with a financial terminal (ATM) 30 and is connected to a server of the center 10 via a communication line N ₁ .
The server of the center 10 includes a database 12 that stores customer handling information.
This database 12 stores data of contents to be supported for each customer. For example, for customer A, data such as the necessity of changing the voice guide and the frequency of card rejection are included.
Customer B also includes history and data such as banknote jam experience and passbook reject experience.
The branch 20 is equipped with the necessary equipment of the camera 50 and microphone which monitors the operation or the like of the customer P _1, also clerk S ₁ to help customers is deployed.

This system has the following functions.
(1) The customer inserts a card into the financial terminal 30.
(2) identifying the customer _{P 1.}
(3) If there is a history of adjusting the sound at the customer's request in the past, adjust the volume. (Same level as previously adjusted volume)
(4) In the past, if there is a history of adjusting the screen brightness at the request of the customer, adjust the brightness. (Same level as previously adjusted brightness)
(5) If the customer has a history of jam rejection in the past, notify the branch where the customer is located.
(6) branch, the customers to tell a staff member _{S 1,} to support.
(7) The financial terminal is set to the monitoring mode, and the operation is recorded by a monitoring camera or the like. (Monitors banknote jams, coins, etc.)
(8) Decreasing the feeding speed of banknotes / coins, cards / passbooks, etc., so that rejection or the like is unlikely to occur.
(9) When a failure that seems to be caused by handling occurs, the cause of the failure is identified using a video or the like.
(10) If the cause is found, remove the cause.
(11) If the cause cannot be determined or the fault is not caused by handling, a CE call is made.
(12) The customer performs operations such as deposit, withdrawal, transfer, bankbook entry, balance inquiry.
(13) Return the card to the customer.
(14) Restore the mode of the financial terminal.

2 and 3 show the flow of processing in this system.
FIG. 2 shows a process for utilizing the customer handling information database.
Processing started in step S100, the customer _{P 1} detects that the card is inserted to the financial terminal 30 at step S101. Identifies the individual customers _{P 1} at step S102, it refers to the customer handling information database 12 of the center 10. In step S104, it is checked whether there is a history of adjusting the volume of the voice guidance of the financial terminal 30 for the customer in the past. If yes, the volume of the guidance is adjusted in step S105.

In step S106, the presence / absence of a history of adjusting the screen brightness in the past is checked. If yes, the screen brightness is adjusted in step S107.
In step S108, it is checked whether or not there is a history that the customer has caused a failure due to the handling of the financial terminal. Processing in this monitoring mode will be described with reference to FIG.
If there is no failure history, a normal transaction is executed in step S109.
In step S110, the card is returned, and in step S111, it is checked whether or not the mode of the financial terminal has been changed. If there is a change, the mode of the financial terminal is returned to the original in step S112, and the process ends in step S115.

FIG. 3 shows the process in the monitoring mode.
In the process started in step S200, the center 10 contacts the branch 20 in step S201. At the branch office, the staff member S ₁ is assigned to the customer P ₁ to be ready for support.
In step S202, the recording operation of the customer _{P 1} by utilizing the monitoring camera 50.
Note that this surveillance camera can also be installed in the financial terminal 30.
In step S203, the payout speed of the financial terminal 30 is reduced based on the past experience of fault occurrence.
In step S204, various processes are performed in the monitoring mode.
Checks for failure on the handling in the step S205, if Yes, the cause of the failure in step S206 to ascertain by utilizing video and the like of the attendant S ₁ and a surveillance camera.
In step S207, the failure recovery is checked, and if it is recovered, the monitoring mode is ended in step S210.
If the failure cannot be recovered, a CE call is made and the service of the financial terminal is stopped.

The system block diagram of this invention. The flowchart of the process by the system of this invention. The flowchart of the process by the system of this invention.

Explanation of symbols

1 Financial Terminal Support System 10 Center 12 Customer Handling Information Database 20 Store 30 Financial Terminal 50 Camera

Claims (2)

A financial terminal support system comprising a center including a server and a financial terminal connected to the center via a communication line,
The center is
A database storing a history of handling the financial terminal for each individual customer;
When a customer's card is inserted into the financial terminal, the customer's individual is identified, the database is referenced, and the presence or absence of a history of adjusting the volume of the voice guidance of the financial terminal for the customer is checked in the past. If there is, a processing unit for adjusting the guidance volume,
Check the presence or absence of a history of adjusting the screen brightness of the financial terminal in the past, and if yes, a processing unit for adjusting the screen brightness;
Check whether there is a history of failure occurrence that caused the failure of the customer due to the handling of the financial terminal, if there is, shift to the monitoring mode to monitor the customer, execute the monitoring mode processing, If there is no history of the occurrence of the failure, a processing unit that executes a normal transaction and returns the card,
A financial terminal support system comprising a processing unit that checks whether or not the mode of the financial terminal has been changed and returns the mode of the financial terminal to the original state if the change has occurred . Furthermore, in the monitoring mode,
A processing unit that contacts the branch of the financial terminal from the center and records a customer's operation using a surveillance camera;
Reducing the payout speed of the financial terminal based on the customer's past failure occurrence experience, a processing unit that executes the various processes in the monitoring mode,
Check whether there is a failure related to the handling of the customer, and if there is, make it possible to investigate the cause of the failure using the images of the staff of the branch or the monitoring camera, and check the recovery from the failure. , If recovered, a processing unit for ending the monitoring mode;
The financial terminal support system according to claim 1, further comprising:

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