JP7116444B1 - Application support system, user terminal device, application support device, and program - Google Patents

Abstract

An object of the present invention is to provide technology for supporting various users in creating application forms for administration. [Solution] An application support system for executing an application creation support method for assisting a user in creating an application to be submitted to the administration, wherein the user terminal device comprises a user-side first monitor displaying the person in charge of administration, an application The application support device has a user-side second monitor that displays the document, a user-side camera that captures the user, and a user-side microphone that acquires the user's voice. a photographed image transmission step in which a user terminal device has a second monitor on the administrative side that displays a document and a camera on the administrative side that photographs an administrative person, and transmits the user's image and voice to the application support device; includes an application form input step of receiving an input operation of description information based on the user's voice, and an application form display step of displaying information on the second monitor on the user side at a timing corresponding to the input operation. [Selection drawing] Fig. 1

Description

The present invention relates to an application support system, a user terminal device, an application support device, and a program.

Conventionally, when an application is made to the government, it has been practiced to receive an explanation from a guide at the reception and to be guided through the necessary procedures. On the other hand, due to the widespread use of electronic devices such as PCs, efficiency in creating application forms is desired.

The counter support system disclosed in Patent Literature 1 is installed in a building such as a government office, and when a resident visits the office, the reception terminal is operated to photograph an identification card. In addition, when the resident enters the necessary information into the reception terminal, an application form is created and printed using a printer.

Japanese Patent No. 6193519

If users can use electronic devices, it can be expected that the administrative side will be able to reduce man-hours in preparing application forms. However, in administrative work in particular, it is necessary to respond to a variety of users. For users who do not use electronic equipment, it is necessary for a guide to explain how to operate the electronic equipment, which takes time and causes congestion in the government building. Moreover, if the user is unfamiliar with the operation of the electronic device, it is not only inefficient to encourage the user to operate the electronic device, but it may also cause discomfort to the user.

The window support system disclosed in Patent Literature 1 requires the user to input necessary items to the window terminal, and does not support users who do not use electronic devices.

SUMMARY OF THE INVENTION It is an object of the present invention to provide a technique for assisting various users in creating application forms to the government.

The present application includes a plurality of means for solving at least part of the above problems, and examples thereof are as follows.

In order to solve the above problems, an application support system according to one aspect of the present invention uses a user terminal device installed on the user side and an application support device installed on the government side to allow the user to submit to the government. an application support system for executing an application form preparation support method for supporting the preparation of an application form to 2 monitors, a user-side camera that captures the user, and a user-side microphone that acquires the user's voice, and the application support device displays an image of the user captured by the user-side camera. an administrative side first monitor that displays the application form, an administrative side second monitor that displays the application form, and an administrative side camera that captures the administrative person displayed on the user side first monitor, and the user terminal a captured image transmission step in which a device transmits an image of the user captured using the user-side camera and a voice of the user acquired using the user-side microphone to the application support device; and is described information specified based on the user's voice, and an application form input step for accepting an input operation of the described information to be described in the application form; and the user terminal device, in the application form input step and an application form display step of displaying the input information on the second monitor on the user side at a timing according to the input operation.

The application preparation support method of the present invention includes a personal identification step in which the application support device receives an input operation of information indicating completion of personal identification based on information input to the user terminal device. may be characterized.

In the identity verification step of the present invention, when the identity verification medium of the user photographed by the user-side camera is displayed on the administration-side first monitor or the administration-side second monitor, the identity verification medium is confirmed. It may be characterized by receiving the input operation from the person in charge of administration.

The identity confirmation step of the present invention includes an identity confirmation medium display step of displaying an image of the user captured by the user-side camera and an image of an identity confirmation medium with a photo of the user on the administrative side first monitor. and a confirmation end step of receiving an input operation of information indicating completion of identity verification from the administrative officer who compared the image of the user and the image of the identity verification medium with a photo, said confirmation end step 3, the image of the user and the image of the personal identification medium with the photo of the user may be recorded.

An application management device communicably connected to the user terminal device and the application support device of the present invention selects the type of the application form and one or more of the application support devices that accept the creation of the application form of the type. The associated information in charge and application reception information including the type of the application target of the user are stored, and the application form creation support method stores the type of the application form applied by the user according to the application reception. a type registration step of registering information; and input indicating that the application support device associated with the type in the person-in-charge information has finished creating the application form when the user applies for a plurality of the types. and a switching step of switching connection with the user terminal device to the application support device associated with the other type associated with the user in the application reception information when the operation is accepted. .

In the switching step of the present invention, when the application form of a certain type is conditional on the completion of preparation of the application form of the other type, until the preparation of the application form of the type that is the condition is completed, It may be characterized by suppressing switching to the application support device for creating the application form of the other type.

An application management device communicably connected to the user terminal device and the application support device of the present invention selects the type of the application form and one or more of the application support devices that accept the creation of the application form of the type. The associated information in charge and the application reception information including the type of the application target of the user are stored, and the application preparation support method confirms that the application support device has completed preparation of the application. including a switching step of switching connection with the user terminal device of the other user included in the application reception information when the input operation shown is received, and in the switching step, the user terminal device with a long waiting time is preferentially said It is good also as the feature that switching is performed so that it may be connected with an application support device.

The user terminal device of the present invention has portability, and in the photographed image transmission step, images and voices of different users are transmitted to the application support device by transporting the user terminal device to different locations. The application form inputting step may be characterized by receiving input operations of description information of different users.

The application preparation support method of the present invention includes a replacement detection step of detecting whether or not the user has been replaced with another user based on the image taken by the user-side camera, and in the replacement detection step, The display of the input information on the user-side second monitor may be interrupted in the application form display step when the replacement of the user is detected.

In the application preparation support method of the present invention, in the replacement detection step, when the replacement of the user is detected, the call between the application support device and the user terminal device is interrupted, and the user terminal device and the application are interrupted. It may be characterized by including a reception connection step of starting a call between a reception terminal device communicably connected to a support device and the user terminal device.

The application preparation support method of the present invention comprises: a seating detection step of detecting whether or not the user is positioned in front of the user terminal device; When the application support device for creating the application form of the type receives an input operation indicating that the creation of the application form has been completed, connection with the user terminal device is established for the other type of application requested by the user. a switching step of switching to the application support device for creating an application form, wherein the switching step connects to the user terminal device determined not to be located in front of the user terminal device in the seating detection step. may be characterized by suppressing the switching of .

Further, in order to solve the above problems, a user terminal device according to another aspect of the present invention is a user terminal device installed on the user side, comprising a user-side camera that captures the user, and a user's voice. A user-side microphone to be acquired, a person-in-charge display unit that displays the administrative staff on the user-side first monitor, and a user-side application form display unit that displays the application form on the user-side second monitor, are installed on the administrative side. a user-side call control unit that transmits the user's image captured using the user-side camera and the user's voice obtained using the user-side microphone to the application support device, wherein the user The side application form display unit displays the input information on the user side second monitor at a timing corresponding to the input operation of the application support device.

Further, in order to solve the above problems, an application support device according to another aspect of the present invention is an application support device installed on the administrative side, comprising: an administrative-side camera for photographing an administrative staff; A microphone on the administrative side that acquires the voice of the user, a user display unit that displays the user's image on the first monitor on the administrative side, and an application form display unit on the support side that displays the application form on the second monitor on the administrative side. and an administrative-side call control unit that transmits the image of the administrative person taken using the administrative-side camera and the voice of the administrative person acquired using the administrative-side microphone to the user terminal device , an application form creation unit that receives an input operation of the description information specified based on the user's voice and creates the application form, wherein the administration side The call control unit is characterized by transmitting the written information to the user terminal device so that the application form is displayed at a timing corresponding to the input operation.

According to the present invention, it is possible to assist various users in creating application forms to the administration.

Problems, configurations, and effects other than those described above will be clarified by the following description of the embodiments.

It is a figure which shows an example of the outline|summary of an application support system. BRIEF DESCRIPTION OF THE DRAWINGS It is a schematic diagram which shows an example of the outline|summary of the system configuration|structure of an application support system. It is an example of the functional block diagram of an application support system. It is the information which shows an example of the data structure of application reception information. It is a figure which shows an example of the data structure of information in charge. It is a figure which shows an example of the data structure of type information. It is a figure which shows the hardware structural example of an application assistance apparatus. It is a figure which shows the hardware structural example of a user terminal device. It is a figure which shows the hardware structural example of an application management apparatus. It is a sequence diagram which shows an example of an application reception process. FIG. 10 illustrates an example of queue allocation processing; FIG. 10 is a sequence diagram showing an example of application form creation processing; It is a figure which shows an example of the external appearance of the user terminal device in a 1st modification. It is an example of a functional block diagram of an application support system in a second modification. It is a flow chart which shows an example of change detection processing of an application support device in the 2nd modification. 8 is a flowchart illustrating an example of switching reception processing; It is a figure which shows the outline|summary of the application with respect to the administration in this embodiment and conventional embodiment. FIG. 17A is a diagram showing an outline of an application in this embodiment, and FIG. 17B is a diagram showing an outline of an application in a conventional embodiment.

Conventionally, when applying to the government, the user goes to the government office and completes the procedures. When the user makes an inquiry to the guide at the reception, the guide informs the user of the application window. When making a plurality of applications, the user moves between the notified contact points and makes an application.

FIG. 17 is a diagram showing an outline of application to administration in this embodiment and a conventional embodiment. FIG. 17A is a diagram showing an outline of an application in this embodiment, and FIG. 17B is a diagram showing an outline of an application in a conventional embodiment. In the example shown in FIGS. 17A and 17B, user S submits application form A, application form B, and application form C to the administration.

FIG. 17B shows (2) a method in which the user S moves between counters as a conventional embodiment. In order to create and submit the application form A, the user S goes to the window of the person in charge T1. After submitting the application form A, the user S goes to the counter of the person in charge T2 in order to create and submit the application form B. After submitting the application form B, the user S goes to the window of the person in charge T3 in order to prepare and submit the application form C. Thus, the conventional embodiment requires the user to visit each window.

FIG. 17(A) shows (1) a system in which employees are replaced as this embodiment. User S submits created application form A through communication with person in charge T1. After that, the user communicates with the person in charge T2 and submits the created application form B without moving. After that, the user communicates with the person in charge T3 at the same place and submits the created application form C. That is, the user can create and submit multiple types of application forms without moving to each window.

The outline of the present invention will be described below based on the drawings. FIG. 1 is a diagram showing an example of an outline of an application support system 1. As shown in FIG. In the application support system 1, the support side X supports the creation and submission of the application form A by the user side Y. In addition, in the application support system 1 shown in FIG. 1, the support side X is composed of the "support side X1" and the "support side X2" located at two different locations.

On the user side Y, a user terminal device 20 is installed. On the support side X, one or more application support devices 10, a reception terminal device 30, and an application management device 40 are installed. A user terminal device 20 on the user side Y, an application support device 10 on the support side X, a reception terminal device 30, and an application management device 40 are connected via a network N so as to be communicable.

In FIG. 1, three application support devices 10, one reception terminal device 30, and one application management device 40 are installed on the support side X1, and one application support device is installed on the support side X2. 10 is installed. Thus, in the application support system 1 of the present embodiment, the application support device 10, the reception terminal device 30, and the application management device 40 may be installed at different locations.

The user terminal device 20 and the reception terminal device 30 are capable of at least voice communication. In addition, the user terminal device 20 and the application support device 10 are capable of image communication. When the user terminal device 20 is powered on, a voice call is started between the user terminal device 20 and the reception terminal device 30 . When the user S speaks to the user terminal device 20 , the voice is picked up by the microphone of the user terminal device 20 and the voice of the user S is output from the speaker (not shown) of the reception terminal device 30 . Also, the speech of the guide U who operates the reception terminal device 30 is output from the speaker of the user terminal device 20 . Note that the call between the user terminal device 20 and the reception terminal device 30 may be an image call in which each face image is displayed on the other.

The guide U hears the type of application from the user S to the administration via voice call. When the guide U specifies the type and inputs it into the reception terminal device 30 , the type is registered in the application management device 40 . The application management device 40 assigns the application to each person in charge T based on the registered type.

When applying, a video call is performed between the user terminal device 20 and the application support device 10 operated by the person in charge T. FIG. The person in charge T listens to the description information to be written in the application form A from the user S via video call, and inputs it into the application form format. The application form A in which the description information has been input is displayed on the user terminal device 20 at a timing according to the input. The user S can utter necessary items while looking at the face image of the person in charge T, and can confirm the created application form A. That is, even if the user S does not perform an input operation such as typing, the application form A in which necessary items are described is created. Since the created application form A is displayed to the user S, it is possible to prevent incorrect information from being entered.

Note that the user terminal device 20 may be installed in the office building of an administrative agency, may be installed in the home of the user S, or may be installed in a facility (community center, nursing care facility, etc.) available to a plurality of users S. may be placed in By installing it in the government building, it is possible not only to alleviate congestion at each window, but also to receive support from the guide U and the person in charge T as needed. By installing the application at the user S's home, facility, or the like, the user S can apply without going to the office of the administrative agency, thereby reducing the burden on the user S.

Further, the application support device 10 may be installed inside the office building of the administrative organ, or may be installed outside the office building of the administrative organ. For example, an employee of an administrative agency who works remotely from outside the government building may operate the application support device 10 as the person in charge T. Also, a former employee who retired from an administrative agency or an employee on a fixed-term contract may operate the application support device 10 as the person in charge T.

FIG. 2 is a schematic diagram showing an example of an overview of the system configuration of the application support system 1. As shown in FIG. The support side X has an application support device 10 operated by a person in charge T. FIG. The application support device 10 has a support-side first monitor 161 , a support-side second monitor 162 , a support-side speaker 163 , a support-side camera 164 , a support-side microphone 165 , and a keyboard 166 .

The face image of the user S who makes the application is displayed on the support side first monitor 161 . The application form A is displayed on the support side second monitor 162 . The support speaker 163 outputs the voice of the user S making the application. The support side camera 164 captures the person in charge T's face image. The support side microphone 165 picks up the voice of the person in charge T. FIG. Keyboard 166 accepts an input operation from person in charge T. FIG.

The person in charge T conducts an image call with the user S displayed on the support side first monitor 161 , hears the content of the application from the user S, and uses the keyboard 166 to input the information described in the application form format. The entered information is displayed in the application form A on the second monitor 162 on the support side.

The user side Y has a user terminal device 20 for taking an image of the user S. The user terminal device 20 includes a user-side first monitor 261, a user-side second monitor 262, a user-side speaker 263, a user-side camera 264, a user-side microphone 265, a reader 266, a power button 267, have

The user side first monitor 261 displays the face image of the person in charge T who is the other party of the video call. The displayed face image is an image captured by the support side camera 164 . The application form A is displayed on the second monitor 262 on the user side. The user side speaker 263 outputs the voice of the person in charge T. FIG. The user-side camera 264 captures the user S's face image. The face image captured by the user-side camera 264 is displayed on the support-side first monitor 161 of the application support device 10 .

User-side microphone 265 picks up user S's voice. The reading device 266 is a device capable of reading a medium used for personal identification of the user S, such as my number card, and reads the personal identification medium of the user S presented as necessary. Note that the application support device 10 may have a communication antenna (not shown) for wireless communication.

When the person in charge T performs an input operation of the information described in the application form A, the information described in the application form A displayed on the support side second monitor 162 and the user side second monitor 262 at a timing corresponding to the input operation. is displayed. The user S can check whether or not there is an error in the items entered by the person in charge T by referring to the user-side second monitor 262 .

In this embodiment, the application support device 10 has a support side first monitor 161 and a support side second monitor 162 , and the user terminal device 20 has a user side first monitor 261 and a user side second monitor 262 . However, the application support apparatus 10 may have one monitor, divide the display in the monitor, and display the face image of the user S and the application form A. FIG. Similarly, the user terminal device 20 may have one monitor, and the display on the monitor may be divided to display the face image of the person in charge T and the application form A. FIG.

FIG. 3 is an example of a functional block diagram of the application support system 1. As shown in FIG. In the application support system 1 shown in the figure, one application support device 10, one user terminal device 20, one reception terminal device 30, and one application management device 40 are connected to the network N. The number of devices that the system 1 has is not limited to this example.

The application support device 10 is a device operated by the person in charge T, and is an information processing device such as a PC (Personal Computer), a smart phone, or a tablet. The application support device 10 includes a processing unit 110 , an input unit 120 , an output unit 130 and a communication unit 140 . The processing unit 110 centrally controls the entire application support apparatus 10 . The input unit 120 receives input of information from each input device connected via an input IF (Interface) 15, which will be described later. The output unit 130 outputs information via an output device connected via the output IF 14, which will be described later. The communication unit 140 mediates transmission and reception of information with other communicably connected devices.

The processing unit 110 includes a user display unit 111 , a support-side application display unit 112 , an application creation unit 113 , a support-side call control unit 114 , and an identity verification unit 115 . The user display unit 111 displays the face image of the user S on the support side first monitor 161 . The support-side application display unit 112 displays the application on the support-side second monitor 162 . When description information is input via the keyboard 166, the support-side application form display unit 112 displays the description information on the application form displayed on the support-side second monitor 162 at a timing corresponding to the input operation. displayed as

The application form creation unit 113 receives an input operation of description information specified based on at least the voice of the user S, which is to be described in the application form. More specifically, when the person in charge T recognizes the written information based on the face image and voice data of the user S transmitted from the user terminal device 20, the application form creation unit 113 recognizes the written information by the person in charge T. Accepts input operations. The application form preparation unit 113 uses the description information input by the person in charge T to prepare an application form. The application form creating unit 113 registers the application form containing the description information in the application management device 40 . The application form creation unit 113 may register the application form in a storage unit (not shown) of the application support apparatus 10 .

The support-side call control unit 114 controls image calls with other devices connected via the network N. FIG. The support-side call control unit 114 acquires the face image of the person in charge T using the support-side camera 164 . Also, the support-side call control unit 114 acquires the voice of the person in charge T using the support-side microphone 165 . The support-side call control unit 114 transmits the face image and voice of the person in charge T to the user terminal device 20 of the call partner. Note that the support-side call control unit 114 implements image calls using, for example, an image call program pre-installed in the application support device 10 .

The identity verification unit 115 determines whether or not the application form to be created is of a type that requires identity verification. The identity verification unit 115 determines whether identity verification has already been completed when creating a type of application form that requires identity verification. In addition, the identity verification unit 115 accepts an input operation indicating that the identity verification has ended.

For example, when the user S presents the personal identification medium so that it is reflected in the user side camera 264, the photographed image is transmitted from the user terminal device 20 to the application support device 10, and is displayed on the first monitor 161 on the support side or the second monitor on the support side. 162. The identity verification unit 115 receives an input operation indicating that the identity verification has been completed from the person in charge T who referred to the identity verification medium. Upon receiving the input operation, the identity verification unit 115 transmits the image of the user captured by the user-side camera 264 and the image of the identity verification medium to the application management device 40 for recording. The identity verification unit 115 may record the photographed image of the user and the image of the identity verification medium in a storage unit (not shown) of the application support device 10 .

As another example, the identity verification unit 115 uses the data of the identity verification medium read by the reading device 266 of the user terminal device 20 to compare with authentication information stored in advance. The identity of S may be verified.

The user terminal device 20 is a device installed on the user side Y, and is an information processing device such as a PC, a smart phone, or a tablet, for example. The user terminal device 20 includes a processing section 210 , an input section 220 , an output section 230 and a communication section 240 . The processing unit 210 centrally controls the entire user terminal device 20 . The input unit 220 receives input of information from each input device connected via the input IF 25, which will be described later. The output unit 230 outputs information via an output device connected via the output IF 24, which will be described later. The communication unit 240 mediates transmission and reception of information with other communicably connected devices.

The processing unit 210 includes a person-in-charge display unit 211 , a user-side application form display unit 212 , a user-side call control unit 213 , and an identity verification request unit 214 . The person-in-charge display unit 211 displays the face image of the person-in-charge T on the user-side first monitor 261 . The user-side application form display unit 212 displays the application form on the user-side second monitor 262 . The user-side application form display unit 212 displays the entered description information on the application form in the user-side second monitor 262 at the timing according to the input operation to the application support device 10 .

The user-side call control unit 213 controls image calls with other devices connected via the network N. FIG. The user-side call control unit 213 acquires the face image of the user S using the user-side camera 264 . Also, the user-side call control unit 213 acquires the voice of the user S using the user-side microphone 265 . The user-side call control unit 213 transmits the face image and voice of the user S to the application support device 10 and the reception terminal device 30 . Note that the user-side call control unit 213, like the support-side call control unit 114 of the application support device 10, uses a video call program pre-installed in the user terminal device 20, for example, to realize video calls.

The identity verification requesting unit 214 displays a message for the user S to perform the input operation of the identity verification medium. The personal identification requesting unit 214 acquires data on the personal identification medium and transmits the data to the application support device 10 . The identity verification requesting unit 214 may acquire the data of the identity verification medium by causing the user-side camera 264 to photograph the identity verification medium, or read the identity verification medium by the reading device 266 to read the identity verification medium. data can be obtained.

The reception terminal device 30 is a device operated by the guide U, and is an information processing device such as a PC, a smart phone, or a tablet, for example. The reception terminal device 30 includes a processing unit 310 , an input unit 320 , an output unit 330 and a communication unit 340 . The processing unit 310 centrally controls the reception terminal device 30 as a whole. The input unit 320 receives input of information from each input device connected via the input IF 35, which will be described later. The output unit 330 outputs information via an output device connected via the output IF 34, which will be described later. The communication unit 340 mediates transmission and reception of information with other communicably connected devices.

The processing unit 310 includes a type determination unit 311 and a reception side call control unit 312 . The type determination unit 311 determines the type of the application form that the user S applies for. The type determination unit 311 determines the type of the application form, for example, according to the input operation of the guide U who heard the voice of the user S. The reception-side call control unit 312 controls video calls with other devices connected via the network N. FIG. The reception-side call control unit 312 acquires the face image of the user S using the user-side camera 264 .

The reception-side call control unit 312 also acquires the voice of the guide U using a microphone (not shown) and transmits the voice to the user terminal device 20 . The reception-side call control unit 312 may acquire the face image of the guide U using a camera (not shown) and transmit it to the user terminal device 20 . Note that the reception-side call control unit 312, like the support-side call control unit 114 of the application support device 10, uses a video call program pre-installed in the reception terminal device 30, for example, to implement image calls. In addition, the reception-side call control unit 312 may realize a voice call with the user terminal device 20 and may not carry out a call using images.

In addition, the reception terminal device 30 may determine the type of application form that the user S wishes to apply by means of an automatic voice call without requiring the guide U's input operation. In this case, the type determination unit 311 transmits to the user terminal device 20 a pre-stored voice for inquiring the user S about the type, and receives a response from the user S. FIG. The type determining unit 311 determines the type by analyzing the user S's voice.

The application management device 40 is a device managed by an administrative agency that accepts applications, and is, for example, an information processing device such as a server device, a PC, a smart phone, or a tablet. The application management device 40 includes a processing unit 410 , a storage unit 420 , an input unit 430 , an output unit 440 and a communication unit 450 . The processing unit 410 centrally controls the entire application management device 40 . Storage unit 420 stores information necessary for processing by processing unit 410 . The input unit 430 receives input of information from each input device connected via an input IF (not shown) of the application management device 40 . The output unit 440 outputs information via an output device connected via an output IF (not shown) of the application management device 40 . The communication unit 450 mediates transmission and reception of information with other communicably connected devices.

The processing unit 410 includes an application accepting unit 411 and a switching control unit 412 . The application reception unit 411 registers the type of application submitted by the user S in the application reception information 421 described later. The switching control unit 412 switches connection between the user terminal device 20 and the application support device 10 or the reception terminal device 30 . For example, in a case where the user S applies for a plurality of types, the switching control unit 412 receives information from the application support device 10 indicating that the creation of a certain type of application form has been completed, and the user terminal device 20 and The connection with the application support device 10 is switched to the application support device 10 for creating another type of application form.

More specifically, the switching control unit 412 updates the application acceptance information 421 upon receiving information indicating that the application has been created from the application support apparatus 10 . The switching control unit 412 transmits information specifying the user terminal device 20 in order to allocate another type of application form that the user S desires to create to the other application support device 10 . Also, the switching control unit 412 transmits information indicating the application support device 10 to the user terminal device 20 . As a result, the user terminal device 20 and the application support device 10 execute a video call regarding the type of application form to be created next.

In addition, when connecting the user terminal device 20 and the application support device 10, the switching control unit 412 determines whether or not the conditions for creating the application form by the application support device 10 are satisfied. For example, when an application form of a certain type requires the creation of an application form of another type, the switching control unit 412 creates the application form of the other type until the creation of the application form that is the condition is completed. Switching to the application support device 10 is suppressed. Moreover, the switching control unit 412 controls switching so that the user terminal device 20 with the longest waiting time is preferentially connected to the application support device 10 when there are a plurality of users S waiting for an application.

Storage unit 420 stores application acceptance information 421 , responsible information 422 , type information 423 , and personal identification information 424 . The application acceptance information 421 is information including the type of application form that the user S applies for. The responsible information 422 is information that associates the type of application form with one or more application support apparatuses 10 that receive the creation of the application form of the type. The type information 423 is information that associates the type of application form with the conditions for creating the type of application form. The personal identification information 424 is information indicating whether or not the user S making the application has finished personal identification. For example, the personal identification information 424 is information in which information identifying the user S accepted by the reception terminal device 30 is associated with information indicating whether or not the personal identification has been completed on that day. Also, the identity verification information 424 may include an image of the user captured by the user-side camera 264 and an image of the identity verification medium.

FIG. 4 is information showing an example of the data structure of the application acceptance information 421. As shown in FIG. One record of the application reception information 421 is generated for each reception process performed by the reception terminal device 30 . The application reception information 421 includes a reception number 421a, a reception time 421b, and one or more pieces of application information 421c. The application reception information 421 shown in FIG. 4 includes application information 421c1, 421c2, and 421c3, which are three pieces of application information 421c.

The reception number 421 a is identification information that specifies the reception processing of the reception terminal device 30 . The reception time 421b indicates the time when the reception terminal device 30 received the application. The application information 421c is information about the type that the user S wishes to apply in the reception process, and includes a type 421ca and an end time 421cb. The type 421ca is information indicating the type of the application received from the user S. The end time 421cb is information indicating the time when the creation of the application form of the type specified by the type 421ca is finished. Note that when the application form is being created, the end time 421cb includes information indicating that it is being created. In addition, when the application form is being created, the end time 421cb may include information specifying the application support device 10 that is creating the application form.

In the example shown in FIG. 4, the top record has a reception number 421a of "001", a reception time 421b of "10:12:24", and includes three pieces of application information 421c1, 421c2, and 421c3. . This means that the reception process with the reception number 421a of "001" was received at the time of "10:12:24" in the reception time 421b, and the reception process is related to three types of applications. is shown.

The application information 421c1 has the type 421ca of "A" and the end time 421cb of "10:26:50". This indicates that the creation of the application form of type "A" was completed at "10:26:50". The application information 421c2 has the type 421ca of "B" and the end time 421cb of "10:47:28". This indicates that the creation of the application form of type "B" was completed at "10:47:28". The application information 421c3 has the type 421ca of "C" and the end time 421cb of "b032". In this example, “b032” is information specifying a certain application support device 10 . This record indicates that the application form of type "C" is being created by the application support device 10 identified by "b032".

FIG. 5 is a diagram showing an example of the data structure of the responsible information 422. As shown in FIG. The responsible information 422 includes an application support device number 422a and a type 422b. The application support device number 422 a is identification information that identifies the application support device 10 . The type 422b is information specifying the type of application that can be created by the person in charge T who operates the application support device 10 identified by the application support device number 422a.

FIG. 6 is a diagram showing an example of the data structure of the type information 423. As shown in FIG. The type information 423 includes a type 423a, a name 423b, a related type 423c, and an identity verification necessity 423d. The type 423a is information specifying the type of application that the support side X can accept. The name 423b is information indicating the name of the type of application form. The related type 423c is information specifying the type of other application when the type of application specified by the type 423a is created on the condition that the creation of the other application is completed. That is, only when the application form of the type specified by the related type 423c has been created, the application form of the type specified by the related type 423a can be created.

The identity verification necessity 423d is information indicating whether or not identity verification is required when creating an application form of the type specified by the type 423a. For example, when the identity verification necessity 423d is "1", identity verification is required, and when the identity verification necessity 423d is "0", identity verification is not required.

In this embodiment, the type information 423 includes a condition for starting creation of the application form. be. However, the condition for starting creation of the application form included in the type information 423 is not limited to completion of creation of the related type application form. For example, the related type 423c may include selection of a specific option in a certain type of application as a condition for starting creation of the application form.

FIG. 7 is a diagram showing a hardware configuration example of the application support device 10. As shown in FIG. The application support device 10 includes an arithmetic unit 11, a memory 12, an external storage device 13, an output IF 14, an input IF 15, and a communication IF 16, each component being connected by a bus. In addition, the application support device 10 includes a support side first monitor 161, a support side second monitor 162, and a support side speaker 163 connected to the output IF 14, and a support side camera 164 connected to the input IF 15, A support side microphone 165 and a keyboard 166 are provided.

The arithmetic device 11 is an arithmetic device such as a CPU (Central Processing Unit), and executes processing according to a program recorded in the memory 12 or the external storage device 13 . In the application support device 10 , processing is performed by the arithmetic device 11 that operates according to the program read out on the memory 12 or the external storage device 13 . Each processing unit that configures the processing unit 110 realizes each function when the arithmetic device 11 executes a program.

The memory 12 is a storage device such as RAM (Random Access Memory) or flash memory, and functions as a storage area from which programs and data are temporarily read. The external storage device 13 is a writable and readable storage medium such as a HDD (Hard Disk Drive), a CD-R (Compact Disc-Recordable), a DVD-RAM (Digital Versatile Disk-Random Access Memory), and a storage medium drive. equipment and the like.

The output IF 14 is an interface for outputting information to an output device built in or connected to the application support device 10. In addition to the support side first monitor 161, the support side second monitor 162, the support side speaker 163, An output device such as a printer (not shown) may be connected. The input IF 15 is an interface for receiving input operations from the operator, and may be connected to a support camera 164, a support microphone 165, a keyboard 166, and an input device such as a touch panel.

The communication IF 16 is an interface for connecting the application support apparatus 10 to the network N and bus, and is connected to a communication device such as a LAN (Local Area Network) card. The function of the communication unit 140 is realized by the communication IF 16 . The application support apparatus 10 may have a storage medium drive (not shown) and input/output information from a portable medium.

The support-side first monitor 161 and the support-side second monitor 162 are display devices such as OLED (Organic Light Emitting Diode) displays. The support-side first monitor 161 or the support-side second monitor 162 may be a touch panel display that receives an input operation. The support speaker 163 is a device that outputs sound.

The support side camera 164 is a camera that acquires the person in charge T's face image. The support side microphone 165 is a voice input device that picks up the voice of the person in charge T. FIG. The keyboard 166 is an input device that receives an input operation from the person in charge T. FIG. The input device of the application support apparatus 10 is not limited to the keyboard 166, and may be the aforementioned touch panel display, pointing device, or the like, or may be used in combination.

FIG. 8 is a diagram showing a hardware configuration example of the user terminal device 20. As shown in FIG. The user terminal device 20 includes an arithmetic device 21, a memory 22, an external storage device 23, an output IF 24, an input IF 25, and a communication IF 26, each component being connected by a bus. The arithmetic unit 21, the memory 22, the external storage device 23, the output IF 24, the input IF 25, and the communication IF 26 are the arithmetic unit 11, the memory 12, the external storage device 13, the output IF 14, and the input IF 15 of the application support device 10 shown in FIG. , and the communication IF 16, so description thereof will be omitted.

In addition, the user terminal device 20 includes a user-side first monitor 261 connected to the output IF 24, a user-side second monitor 262, and a user-side speaker 263, and a user-side camera 264 connected to the input IF 25, A user-side microphone 265 and a reader 266 are provided.

The user-side first monitor 261 and the support-side second monitor 162 are display devices such as OLED displays, like the support-side first monitor 161 and the support-side second monitor 162 of the application support device 10 shown in FIG. Alternatively, it may be a touch panel display that accepts an input operation. The user-side speaker 263 is a device that outputs sound.

The user-side camera 264 is a camera that acquires the user S's face image. The user-side microphone 265 is a voice input device that picks up the user's S voice. The reading device 266 is a device for reading an identity verification medium that the user S has. The reading device 266 may be a device that can read the personal identification medium, and may be a dedicated device or a general-purpose device that can be used for other purposes. Also, the input device of the user terminal device 20 is not limited to the example shown in FIG. 8, and another input device may be connected to the input IF 25.

FIG. 9 is a diagram showing a hardware configuration example of the application management device 40. As shown in FIG. The application management device 40 includes an arithmetic device 31, a memory 32, an external storage device 33, an output IF 34, an input IF 35, and a communication IF 36, each component being connected by a bus. Arithmetic device 31, memory 32, external storage device 33, output IF 34, input IF 35, and communication IF 36 correspond to computation device 11, memory 12, external storage device 13, output IF 14, and input IF 15 of application support device 10 shown in FIG. , and has the same function as the communication IF 16, so description thereof will be omitted. Note that the function of the storage unit 420 is realized by the memory 32 or the external storage device 33 . Note that the function of the storage unit 420 may be realized by a storage device connected via the communication IF 36 .

The output IF 34 of the application management device 40 can be connected to a monitor or speaker (not shown) to mediate the output of information. The input IF 35 can connect an input device (not shown) to mediate the input of information.

Since the hardware configuration of the reception terminal device 30 is the same as that of the application management device 40, description thereof will be omitted.

FIG. 10 is a sequence diagram showing an example of application acceptance processing. Before starting the processing in this figure, the reception terminal device 30 and the application management device 40 are powered on and ready to receive applications.

First, the user terminal device 20 accepts the operation of the power button 267 (step S11). The power button 267 of the user terminal device 20 is operated to turn on the power.

Next, the user-side call control unit 213 of the user terminal device 20 starts a call with the receiving terminal device 30 (step S12). Specifically, the user-side call control unit 213 transmits a signal indicating a connection request to the pre-registered address of the reception terminal device 30 . When the reception-side call control unit 312 of the reception terminal device 30 responds to the connection request, the user terminal device 20 and the reception terminal device 30 start talking. The call may be an image call in which the face image of the user S and the face image of the guide U are mutually transmitted to the other party, or a voice call in which the voice is mutually transmitted to the other party without transmitting the face image. It may be a phone call.

Next, the type determination unit 311 of the reception terminal device 30 receives input of the type (step S13). Specifically, when the guide U hears the type of application desired through a telephone call with the user S, the information is input to the reception terminal device 30 . The type determination unit 311 transmits the type of the input application form to the application management device 40 . As described above, the type determination unit 311 may specify the type by transmitting a predetermined voice to the user terminal device 20 and analyzing the voice of the user S received as a response.

Next, the application reception unit 411 of the application management device 40 registers it in the application reception information 421 (step S14). Specifically, the application reception unit 411 creates a new record in the application reception information 421, assigns the reception number 421a, and associates the current time with the reception time 421b. The application accepting unit 411 includes one or more input types in the type 421ca of the application information 421c. Thereafter, the processing units 210, 310, and 410 of each device terminate the processing of this sequence diagram.

FIG. 11 is a diagram illustrating an example of queue allocation processing. This process is executed periodically in the application management device 40, for example.

First, the switching control unit 412 identifies the application support device 10 that is not creating an application form (step S21). Specifically, the switching control unit 412 refers to the end time 421cb of the application reception information 421, identifies the application reception information 421 whose application form is being created, and compares it with the application support device number 422a of the responsible information 422. By doing so, one application support device 10 whose application form is not being created is specified. Note that the application management device 40 causes the storage unit 420 to separately store information that can identify the application support device 10 that is creating the application form, and refers to the information to identify the application support device that is not creating the application form. 10 may be specified.

Note that the switching control unit 412 terminates the processing of this flowchart when there is no application support device 10 that is not creating an application form. Further, when there are a plurality of application support apparatuses 10 whose application forms are not being created, the switching control unit 412 executes the processes from step S22 onward for each of the application support apparatuses 10 .

Next, the switching control unit 412 extracts types of application forms that can be created (step S22). Specifically, the switching control unit 412 refers to the responsible information 422 and extracts one or more types 422b associated with the application support device number 422a identified in step S21.

Next, the switching control unit 412 extracts the user S who applies for the extracted type and is waiting for creation (step S23). Specifically, the switching control unit 412 refers to the end time 421cb of the application acceptance information 421, and extracts a record that does not include information indicating that it is being created as a record indicating the user S waiting for creation. The switching control unit 412 extracts one or more records that include the type extracted in step S22 in the type 421ca and that do not include the end time in the end time 421cb related to the type 421ca from among the extracted records. A combination of the type 421ca and the end time 421cb will be described as the candidate application information 421c. The extracted record includes one or more candidate application information 421c.

Note that the switching control unit 412 terminates the processing of this flowchart when there is no user S who has applied for the extracted type and who is waiting for creation.

Next, the switching control unit 412 identifies the user S with the longest waiting time among the users S that have not yet been identified (step S24). Specifically, the switching control unit 412 identifies the latest end time 421cb for each record extracted in step S23. The switching control unit 412 compares the end times 421cb specified for each record, and specifies the record with the oldest end time 421cb as the record of the user S with the longest waiting time.

Next, the switching control unit 412 identifies one type that has not yet been identified among the types that can be created (step S25). Specifically, the switching control unit 412 identifies one piece of application information 421c among the one or more candidate application information 421c included in the record identified in step S24. The switching control unit 412 identifies the type 421ca included in the identified application information 421c.

Next, the switching control unit 412 determines whether or not there is a related type that serves as a condition (step S26). Specifically, the switching control unit 412 refers to the type information 423 and determines whether or not there is a related type 423c related to the type 423a identified in step S25. If there is a related type 423c, it is treated as having a related type that serves as a condition.

When the switching control unit 412 determines that there is no related type that satisfies the condition ("NO" in step S26), the switching control unit 412 shifts the process to step S29.

When the switching control unit 412 determines that there is a related type that serves as a condition ("YES" in step S26), the switching control unit 412 identifies the related type (step S27). Specifically, the switching control unit 412 identifies the association type 423c used for determination in step S26.

Next, the switching control unit 412 determines whether or not the creation of the related type application form has been completed (step S28). Specifically, when the record of the application reception information 421 specified in step S24 is referenced, the type specified in step S27 is included in the type 421ca, and the end time is included in the end time 421cb corresponding to the type 421ca , it is determined that the creation of the related type application form has been completed.

Note that, in this embodiment, it is determined whether or not the creation of the application forms for the related types has been completed with respect to a plurality of types received at the same timing. However, it may be determined whether or not the creation of the application forms for the related types has been completed with respect to a plurality of types received at different timings. In this case, the application management device 40 refers to history information (not shown) that associates the information specifying the user S with the type of the application form that has been created, and the user S who has accepted the application acceptance information 421 is , it is possible to determine whether or not the creation of the related type application form has been completed.

If the switching control unit 412 determines that the creation of the application form for the related type has ended (“YES” in step S28), or if the switching control unit 412 determines that the related type as a condition in step S26 If it is determined that there is no response ("NO" in step S26), the switching control unit 412 transmits information indicating a response availability request (step S29). Specifically, the switching control unit 412 transmits information inquiring whether or not it is possible to respond to the user terminal device 20 of the user S identified in step S24. Note that the request for availability includes information indicating the application support device 10 identified in step S21.

When the user terminal device 20 receives the information indicating the availability of support, the processing unit 210 can display a screen for inquiring about the availability of the service on the first user-side monitor 261 and output a voice inquiring about the availability of the service. . The processing unit 210 acquires voice indicating whether or not the response is possible using the user-side microphone 265 , for example, and transmits the voice to the application management device 40 .

Next, the switching control unit 412 determines whether or not a response indicating that it can be handled has been received within a predetermined time (step S30). Specifically, the switching control unit 412 determines whether or not it has received a response indicating that it is available from the user terminal device 20 within a predetermined period of time as a response to the request for availability transmitted in step S29. .

When the switching control unit 412 determines that it does not receive a response indicating that it can respond within the predetermined time ("NO" in step S30), that is, the switching control unit 412 does not receive the response within the predetermined time. Alternatively, if the received response is a response indicating that the response is not possible, the process proceeds to step S24. That is, user S, which has not yet been identified, is identified next. If there is no unspecified user S, the switching control unit 412 ends the processing of this flowchart without proceeding to step S24.

When the switching control unit 412 determines that it has received a response indicating that it can respond within a predetermined time ("YES" in step S30), the switching control unit 412 notifies the application support device 10 (step S31 ). Specifically, the switching control unit 412 creates a notification including information specifying the user terminal device 20 of the user S specified in step S24 and the type specified in step S25. The switching control unit 412 transmits the created notification to the application support device 10 identified in step S21. After that, the switching control unit 412 ends the processing of this flowchart.

When the switching control unit 412 determines that the related type application form has not been created (“NO” in step S28), the switching control unit 412 determines whether there is a type that has not yet been specified. is determined (step S32). Specifically, the switching control unit 412 determines whether or not there is an unspecified type 421ca among the one or more creation candidate application information 421c included in the record specified in step S24.

When the switching control unit 412 determines that there is an unidentified type (“YES” in step S32), the switching control unit 412 shifts the process to step S25. That is, the switching control unit 412 identifies the type that has not yet been identified in step S25.

When the switching control unit 412 determines that there is no unspecified type (“NO” in step S32), the switching control unit 412 determines whether there is an unspecified user S. (Step S33). Specifically, the switching control unit 412 determines whether or not there is a user S that has not yet been identified among the users S extracted in step S23.

When the switching control unit 412 determines that there is an unidentified user S (“YES” in step S33), the switching control unit 412 shifts the process to step S24. That is, in step S24, the switching control unit 412 identifies the user S with the next longest waiting time among the users S that have not yet been identified.

If the switching control unit 412 determines that there is no user S that has not yet been specified ("NO" in step S33), the switching control unit 412 ends the processing of this flowchart.

In step S31, when the switching control unit 412 sends a notification to the application support device 10, the person in charge T who operates the application support device 10 recognizes the request for creating the application form, that is, the "queue", and An input operation for connecting to the terminal device 20 is performed. When the support-side call control unit 114 of the application support device 10 accesses the user terminal device 20 included in the notification, a video call is started between the application support device 10 and the user terminal device 20 . When the application form has been created and information indicating that the call has ended is received from the application support device 10 or the user terminal device 20, the support-side call control unit 114 of the application management device 40 refers to the application acceptance information 421. and enter the time in the end time 421cb.

At this point, if the application acceptance information 421 of the user S who has finished creating a certain type of application includes the type of application that has not yet been created, the user terminal device 20 enters a waiting state. That is, in the queue allocation process of the application management device 40, the user terminal device 20 does not start the video call until the information indicating the availability request is transmitted.

In other words, when the application support system 1 receives an input operation indicating that the application support device 10 has finished creating the application form, the connection between the user terminal device 20 and the application support device 10 is terminated, and the user terminal Device 20 is in a waiting state. After the application management device 40 identifies the application support device 10 for the other type and transmits a response availability request to the user terminal device 20, when receiving a response indicating that it is available, the connection destination of the user terminal device 20 is switched to the application support device 10 specified in the response availability request.

Further, in step S28 of the present embodiment, the switching control unit 412 starts creating the application form when the creation of the related type application form is completed. However, as described above, the condition for starting preparation of the application form is not limited to completion of preparation of the related type application form. For example, in step S28, the switching control unit 412 determines whether or not a predetermined selection has been made as a condition for a specific option in a certain type of application, thereby determining whether or not to start creating the application form. may be determined. In addition, if the switching control unit 412 determines that the conditions for starting the creation of the application form are not satisfied, the user terminal device 20 is not sent a response availability request. As a result, switching of connection from an application terminal device that has finished creating an application form to the application support device 10 that creates another type of application form is suppressed.

As described above, according to the present embodiment, it is possible to appropriately assign the creation of the application form to the application support device 10 according to the type of the application form that the user S desires to create. In addition, the waiting time of the user terminal devices 20 is taken into consideration when allocating the queues, and the user terminal devices 20 with longer waiting times are preferentially connected, thereby reducing the stress of the user S caused by unfair waiting times. be.

FIG. 12 is a sequence diagram illustrating an example of application form creation processing. The processing of this sequence diagram is executed when a video call between the user terminal device 20 and the application support device 10 is started.

First, the support-side call control unit 114 executes an image call with the user terminal device 20 (step S41). Specifically, the support-side call control unit 114 transmits to the user terminal device 20 a face image of the person in charge T acquired using the support-side camera 164 and that changes over time. The support-side call control unit 114 also transmits the voice of the person in charge T acquired using the support-side microphone 165 to the user terminal device 20 .

In addition, the user display unit 111 displays the face image of the user S, which is transmitted from the user terminal device 20 and changes over time, on the support-side first monitor 161 . The support-side call control unit 114 outputs the voice of the user S transmitted from the user terminal device 20 from the support-side speaker 163 .

Similarly, the user-side call control unit 213 of the user terminal device 20 executes an image call with the application support device 10 (step S42). Specifically, the user-side call control unit 213 transmits to the application support apparatus 10 a facial image of the user S that is acquired using the user-side camera 264 and that changes over time. Also, the user-side call control unit 213 transmits the voice of the user S acquired using the user-side microphone 265 to the user terminal device 20 .

In addition, the person-in-charge display unit 211 displays, on the first user-side monitor 261, the face image of the person-in-charge T, which is transmitted from the application support device 10 and changes over time. The user-side call control unit 213 outputs the voice of the person in charge T transmitted from the application support device 10 from the support-side speaker 163 .

Next, the identity verification unit 115 of the application support device 10 determines whether or not the type requires identity verification (step S43). Specifically, in step S31 of FIG. 11, the identity verification unit 115 refers to the notification transmitted from the application management device 40, and identifies the type of application form to be created. The identity verification unit 115 refers to the identification information and identifies the identity verification necessity 123d associated with the type 423a. The identity verification unit 115 determines whether or not the identity verification necessity 123d indicates whether identity verification is required.

When the identity verification unit 115 determines that the type does not require identity verification ("NO" in step S43), the identity verification unit 115 shifts the process to step S51.

When the identity verification unit 115 determines that the type requires identity verification (“YES” in step S43), the identity verification unit 115 determines whether identity verification has been completed (step S44). ). Specifically, the identity verification unit 115 transmits to the application management device 40 information inquiring whether or not the identity verification of the user S who is the other party of the call has been completed. Note that the application reception unit 411 of the application management device 40 refers to the identity verification information 424 to determine whether or not the user S has verified the identity on the day when the application form is created, for example. Application accepting unit 411 transmits the determination result to application support apparatus 10 .

When the identity verification unit 115 determines that the identity verification has been completed (“YES” in step S44), the identity verification unit 115 shifts the process to step S51.

When the identity verification unit 115 determines that the identity verification has not been completed (“NO” in step S44), the identity verification unit 115 requests the input of the identity verification medium (step S45). The identity verification unit 115 transmits information requesting the data of the identity verification medium to the user terminal device 20 .

Next, the identity verification requesting unit 214 of the user terminal device 20 receives the input of the identity verification medium (step S46). Specifically, the identity verification requesting unit 214 of the user terminal device 20 either holds the identity verification medium in front of the user-side camera 264 or causes the reading device 266 to read it. The message is displayed on the first monitor 261 on the user side or the second monitor 262 on the user side.

Note that this embodiment is more useful when the support side X requests presentation of a medium having a photograph of the face of the user S as an identity verification medium. For example, the identity verification requesting unit 214 displays a message requesting that a driver's license or my number card be held in front of the user-side camera 254 as an identity verification medium.

The personal identification requesting unit 214 transmits an image captured using the user-side camera 264 to the application support device 10 . Note that the identity verification requesting unit 214 may acquire data of the identity verification medium read by the reading device 266 and transmit the acquired data to the application support device 10 .

In addition, the personal identification requesting unit 214 may determine whether or not an image of the personal identification medium exists in the image captured using the user-side camera 264 . The personal identification requesting unit 214 can transmit the image to the application support apparatus 10 when determining that the image of the personal identification medium exists in the photographed images. A known method can be used to determine whether or not the image of the personal identification medium exists in the captured image.

Note that the application support device 10 may have a function of determining whether or not the image of the personal identification medium exists in the image captured by the user-side camera 264 . In that case, the identity verification requesting unit 214 of the application support device 10 can monitor the image transmitted from the user terminal device 20 and determine whether or not the image of the identity verification medium is reflected.

Next, the identity verification unit 115 of the application support device 10 displays the image of the identity verification medium (step S47). Specifically, the identity verification unit 115 causes the support side first monitor 161 to display the data of the identity verification medium input to the user terminal device 20 in step S46. If the identity verification medium includes a photograph of user S, the person in charge T can easily compare the image of the user displayed on the support side first monitor 161 with the facial photograph of the identity verification medium with the photograph. can be done.

Note that the identity verification unit 115 uses a known face recognition technique to compare the face image of the user S with the face photograph on the identity verification medium with the photograph, and determines whether or not the two images are images of the same person. may

Next, the identity verification unit 115 of the application support device 10 receives input of information indicating that identity verification has ended (step S48). Specifically, the identity verification unit 115 receives input of information indicating that the identity verification has been completed from the person in charge T who has confirmed the data on the identity verification medium. It should be noted that the identity verification unit 115 performs the processing from step S50 onward when an input operation that allows identity verification is performed. When the identity verification unit 115 receives an input operation for which identity verification was not possible, the process of this flowchart is terminated without performing the processes after step S50.

Next, the identity verification unit 115 records the image of the user S and the image of the identity verification medium (step S49). Specifically, the identity verification unit 115 transmits the image of the user captured by the user-side camera 264 and the image of the identity medium with the photo to the application management device 40 in step S46, thereby allowing the application management device 40 to Record. Note that the identity verification unit 115 may acquire a still image including the image of the user S and the image of the identity verification medium from the moving image captured by the user-side camera 264 and record it in the application management device 40 . Further, as described above, the identity verification unit 115 may record the image of the user and the image of the identity medium with the photo in the storage unit (not shown) of the application support device 10 .

In addition, in step S46, when the data of the personal identification medium transmitted from the user terminal device 20 is the data read by the reading device 266, the personal identification unit 115 uses the data to confirm the personal identification. It can be carried out. In that case, the identity verification unit 115 can omit the processes performed in steps S47 to S49.

Next, the identity verification unit 115 of the application support device 10 updates the identity verification information 424 (step S50). Specifically, the identity verification unit 115 associates the user S operating the user terminal device 20 of the other party with the information indicating that the identity verification has been completed, and updates the identity verification information 424 .

After step S50, or when it is determined in step S43 that the type does not require identity verification ("NO" in step S43), or in step S44, it is determined that identity verification has been completed. In this case ("YES" in step S44), the application form creation unit 113 of the application support device 10 creates an application form (step S51). Specifically, the application form creating unit 113 uses the face image of the user S displayed on the support side first monitor 161 and the information described in the application form that is specified using the voice of the user S output from the speaker. accepts the input operation of The support-side application form display unit 112 displays the application form format on the support-side second monitor 162 with the information described therein at a timing corresponding to the input operation. The application form creation unit 113 transmits the data of the application form for which the input operation is accepted to the user terminal device 20 .

Next, the user-side application form display unit 212 of the user terminal device 20 displays the application form (step S52). Specifically, the user-side application form display unit 212 displays on the user-side second monitor 262 the application form data that changes at the timing corresponding to the input operation received by the application support apparatus 10 .

Next, the application form creation unit 113 of the application support apparatus 10 determines whether or not an input operation for ending application form creation has been received (step S53). When the application form creation unit 113 determines that the input operation for completing the application form creation has not been received ("NO" in step S53), the application form creation unit 113 shifts the process to step S51. That is, the creation of the application form is continued through the image communication between the application support device 10 and the user terminal device 20 .

When the application form creation unit 113 determines that the input operation for completing the application form creation has been received (“YES” in step S53), the application form creation unit 113 transmits information indicating the end of the application creation to the application management apparatus 40. (step S54). Note that the application form creating unit 113 can transmit data of the created application form to the application management device 40 . When the information indicating the completion of application form creation is transmitted to the application management device 40, the application reception information 421 is updated, and the end time is recorded in the end time 421cb of the application information 421c corresponding to the created application form.

Next, the support-side call control unit 114 ends the video call (step S55). Specifically, the support-side call control unit 114 disconnects the connection with the user terminal device 20 . As a result, the user display unit 111 ends the display of the user S's face image. In addition, the support-side call control unit 114 ends the output of the voice of the user S using the support-side speaker 163 . In addition, the support-side application form display unit 112 terminates the display of the application form.

Similarly, the user-side call control unit 213 of the user terminal device 20 ends the video call (step S56). Specifically, the user-side call control unit 213 disconnects the application support device 10 . As a result, the person-in-charge display unit 211 ends the display of the person-in-charge T's face image. Also, the user-side call control unit 213 terminates outputting the voice of the person in charge T using the user-side speaker 263 . Also, the user-side application form display unit 212 terminates the display of the application form. After that, the user terminal device 20 and the application support device 10 end the processing of this sequence diagram.

As described above, according to the present embodiment, the application form is created by the person in charge T who interviewed the items to be entered, so even if the user S himself/herself is unfamiliar with the operation of the electronic device, the application form can be efficiently created. be able to. That is, the application support system 1 which can respond to various users S can be enjoyed.

In addition, in the application support device 10, by displaying the face image of the user S in addition to outputting the voice of the user S, it is possible to more reliably grasp the contents of the hearing from the user S. In addition, by displaying the facial image of the person in charge T in addition to outputting the voice of the person in charge T on the user terminal device 20, the user S can feel closer to the user S, and the mental burden of the application can be reduced. . In addition, by displaying the application form being created on the user terminal device 20, it is possible to prevent errors in the written information.

In addition, by displaying the face image of the user S and the face photo of the identity verification medium in the application support device 10, the person in charge T can easily compare the face image of the user S, and the identity can be more reliably verified. It can be performed. At this time, the person in charge T records in the application management device 40 or the application support device 10 the face image of the user S used for identity verification and the face photo of the identity verification medium, so that whether or not the identity verification has been performed correctly. can be confirmed after the fact.

<First modification>
Next, the user terminal device 20 in the first modification will be described. Differences from the above embodiment will be described below. The user terminal device 20 in this modification has portability.

FIG. 13 is a diagram showing an example of the appearance of the user terminal device 20 in the first modified example. The user terminal device 20 in the first modification is foldable, for example. As an example, by carrying it to a user S who has difficulty going out, a different user S can use it.

That is, the user terminal device 20 can transmit images and voices of different users S to the application support device 10 by being transported to different locations. As a result, the application support device 10 accepts the input operation of the description information of the different user S.

By using the user terminal device 20 in this modification, the user terminal device 20 can be transported to the location of the user S and the application support system 1 can be used. improve sexuality.

<Second modification>
Next, the user terminal device 20 in the second modified example will be explained. Differences from the above-described embodiment and modifications will be described below. The application support system 1 in this modified example detects the situation of the user S and executes appropriate processing.

FIG. 14 is a diagram showing an example of functional blocks of the application support system 1 in the second modified example. The processing unit 110 of the application support device 10 in this modification includes a user display unit 111, a support-side application form display unit 112, an application form creation unit 113, a support-side call control unit 114, and an identity verification unit 115. In addition, a shift detection unit 116 is provided.

The change detection unit 116 monitors the face image of the user S received from the user terminal device 20 via video call, and determines whether or not the user S is present in front of the user terminal device 20 . For example, the change detection unit 116 detects whether or not the user S is positioned in front using the image acquired by the user-side camera 264 .

Also, the change detection unit 116 detects the change of the user S. The shift detection unit 116 stores the face image of the user S at the time of personal identification. For example, the replacement detection unit 116 detects the replacement of the user S by comparing feature points specified from the face images using a face recognition function. Note that a known method can be used as the method of specifying the user S using the face image.

In addition, the processing unit 210 of the user terminal device 20 in this modification includes a person-in-charge display unit 211, a user-side application form display unit 212, a user-side call control unit 213, an identity verification request unit 214, as well as a user A detection unit 215 is provided.

The user detection unit 215 detects whether or not the user S is positioned in front of the user terminal device 20 in the same manner as the shift detection unit 116 . For example, the user detection unit 215 uses an image acquired by the user-side camera 264 to detect whether or not the user S is positioned in front. Note that the user detection unit 215 may use a sensor or the like (not shown) connected to the user terminal device 20 to determine whether or not the user S is positioned in front.

FIG. 15 is a flowchart showing an example of the replacement detection process of the application support device 10 in the second modified example. This process is executed in the application form creation process shown in FIG. That is, the user terminal device 20 and the application support device 10 have started a video call before starting this process.

First, the change detection unit 116 determines whether or not the absence of the user S has been detected (step S61). Specifically, the change detection unit 116 detects whether the user S is in front of the user terminal device 20 by using image recognition technology on the face image of the user S acquired by the support-side call control unit 114 in the image call. determine whether or not For example, if the image acquired from the user terminal device 20 does not include a human face, the shift detection unit 116 detects that the user S is absent.

When the replacement detection unit 116 determines that the absence of the user S has been detected (“YES” in step S61), the application form creation unit 113 interrupts the transmission of the application form (step S62). Specifically, in step S51 of FIG. 12, the application form creation unit 113 suspends the process of transmitting the data of the application form that has received the input operation of the person in charge T to the user terminal device 20. FIG. As a result, the user-side application form display unit 212 of the user terminal device 20 suspends the display of the application form. After that, the processing unit 110 shifts the processing to step S61. In other words, the application form is not displayed until the replacement detection unit 116 detects the user S.

If the replacement detection unit 116 does not detect the absence of the user S ("NO" in step S61), the replacement detection unit 116 determines whether or not the replacement of the user S has been detected (step S63). Specifically, the replacement detection unit 116 compares the face photo on the personal identification medium recorded in step S49 of FIG. Determine whether or not S has changed.

When the user detection unit 215 does not detect the change of the user S ("NO" in step S63), the user detection unit 215 shifts the process to step S61.

When the user detection unit 215 detects the change of the user S ("YES" in step S63), the application form creation unit 113 interrupts the transmission of the application form (step S64). Since this process is the same as the process performed in step S64, description thereof will be omitted.

Next, the user display unit 111 displays an error message (step S65). Specifically, since the user display unit 111 has detected a different user S, it transmits to the user terminal device 20 a message indicating that the creation of the application form will not be continued. The person-in-charge display unit 211 of the user terminal device 20 displays an error message on the support-side first monitor 161 .

Next, the support-side call control unit 114 switches connection with the reception terminal device 30 (step S66). Specifically, the support-side call control unit 114 transmits information requesting the reception terminal device 30 to start a call with the user terminal device 20 . After that, the support-side call control unit 114 ends the video call with the user terminal device 20 .

In addition, upon receiving a request from the application support device 10, the reception-side call control unit 312 of the reception terminal device 30 transmits a call request to the user terminal device 20, thereby executing a voice call. That is, the connection target of the call with the user terminal device 20 is switched from the application support device 10 to the reception terminal device 30 .

After the user terminal device 20 and the reception terminal device 30 start talking, the user terminal device 20, the reception terminal device 30, and the application management device 40 can start the application reception processing shown in FIG. . The configuration of detecting the replacement of the user S and performing the application acceptance process for the replaced user S is particularly useful when a plurality of users S share the user terminal device 20 .

Further, in the present embodiment, display of the application form is interrupted when the user S is absent and when the change of the user S is detected. With this configuration, it is possible to prevent information leakage related to the application form due to others looking at the screen.

FIG. 16 is a flowchart illustrating an example of switching acceptance processing. This process is started when information indicating a response availability request is transmitted from the application management device 40 to the user terminal device 20 in step S29 of the queue allocation process in FIG.

The user detection unit 215 determines whether or not the presence of the user S is detected (step S71). The user detection unit 215 detects the presence of the user S when the user S exists in front of the user terminal device 20 . For example, the user detection unit 215 monitors an image captured by the user-side camera 264, and treats it as detection of the presence of the user S when determining that a human face has been captured.

When the user detection unit 215 detects the presence of the user S (“YES” in step S71), the processing unit 210 ends the processing of this flowchart. That is, a call between the user terminal device 20 and the application support device 10 is started.

If the user detection unit 215 does not detect the presence of the user S ("NO" in step S71), the user detection unit 215 displays a message prompting the user to take a seat (step S72). Specifically, the user detection unit 215 displays a message prompting the user to take a seat on the user-side first monitor 261 or the user-side second monitor 262 .

Next, the user detection unit 215 determines whether or not a predetermined time has passed without taking a seat (step S73). After making the determination in step S71, the user detection unit 215 monitors the image from the user-side camera 264 and determines whether or not a predetermined time has passed without taking a seat.

When the user detection unit 215 determines that the predetermined time has not elapsed without taking a seat (“NO” in step S73), the user detection unit 215 shifts the process to step S71.

When the user detection unit 215 determines that the predetermined time has passed without taking a seat ("YES" in step S73), the user detection unit 215 notifies the application management device 40 (step S74). After that, the processing unit 210 ends the processing of this flowchart.

Note that when the application management device 40 receives the notification transmitted in step S74 by the user detection unit 215, the switching control unit 412 of the application management device 40 shifts the process to step S24 of FIG. That is, the switching control unit 412 suppresses call connection between the application support device 10 and the user terminal device 20 determined that the user S is absent, and attempts call connection with another user terminal device 20 .

As described above, according to this modified example, the call connection between the application support device 10 and the user terminal device 20 in which the user S is absent for a predetermined time or longer is suppressed. For example, even if the user S leaves his/her seat for some reason, the queue assignment is made according to the convenience, so it is possible to support the efficient creation of the application form according to the diversity of the user S.

Although the embodiments and modifications according to the present invention have been described above, the present invention is not limited to the examples of the above-described embodiments, and includes various modifications. For example, the above-described exemplary embodiments are described in detail to facilitate understanding of the present invention, and the present invention is not limited to those having all the configurations described herein. Also, part of the configuration of one example of an embodiment can be replaced with the configuration of another example. Also, it is possible to add another example configuration to one example configuration of a certain embodiment. In addition, addition, deletion, and replacement of other configurations can also be performed for a part of the configuration of one example of each embodiment. Further, each of the above configurations, functions, processing units, processing means, and the like may be realized by hardware, for example, by designing a part or all of them using an integrated circuit. In addition, the control lines and information lines in the drawing indicate what is considered necessary for explanation, and do not necessarily indicate all of them. It may be considered that almost all configurations are interconnected.

Also, the functional configurations of the application support device 10, the user terminal device 20, the reception terminal device 30, and the application management device 40 are classified according to the main processing contents for easy understanding. The present invention is not limited by the method of classifying the constituent elements or their names. As described above, the configurations of the application support device 10, the user terminal device 20, the reception terminal device 30, and the application management device 40 can be classified into more components according to the processing contents. Also, one component can be grouped to perform more processing.

1: application support system, 10: application support device, 11, 21, 31: arithmetic unit, 12, 22, 32: memory, 13, 23, 33: external storage device, 14, 24, 34: output IF, 15. 25/35: input IF, 16/26/36: communication IF, 20: user terminal device, 30: reception terminal device, 40: application management device, 110/210/310/410: processing unit, 111: user display unit , 112: support side application display unit, 113: application form creation unit, 114: support side call control unit, 115: identity confirmation unit, 116: change detection unit, 120/220/320/430: input unit, 130/ 230, 330, 440: output section, 140, 240, 340, 450: communication section, 161: support side first monitor, 162: support side second monitor, 163: support side speaker, 164: support side camera, 165: Support side microphone 166: Keyboard 211: Person in charge display section 212: User side application display section 213: User side call control section 214: Identity verification request section 215: User detection section 261: User side number 1 monitor, 262: user-side second monitor, 263: user-side speaker, 264: user-side camera, 265: user-side microphone, 266: reader, 267: power button, 311: type determination unit, 312: reception side call Control unit 411: Application receiving unit 412: Switching control unit 420: Storage unit 421: Application reception information 422: Responsible information 423: Type information 424: Identity verification information A: Application form N: Network , S: user, T/T1/T2/T3: person in charge, U: guide, X/X1/X2: support side, Y: user side

Claims (13)

An application support system that executes an application creation support method for assisting a user in creating an application to be submitted to the administration by using a user terminal device installed on the user side and an application support device installed on the administration side. and
The user terminal device includes a user-side first monitor that displays the person in charge of administration, a user-side second monitor that displays the application form, a user-side camera that captures the user, and a user-side that acquires the user's voice. having a microphone and
The application support device includes a first administration-side monitor that displays an image of the user captured by the user-side camera, a second administration-side monitor that displays the application form, and a first user-side monitor. and an administrative side camera that captures the administrative person in charge,
A photographed image transmission step in which the user terminal device transmits the user's image photographed using the user-side camera and the user's voice obtained using the user-side microphone to the application support device;
an application form input step in which the application support device receives an input operation of the description information specified based on the voice of the user, and the description information to be described in the application form;
an application form display step in which the user terminal device displays the input information on the user-side second monitor at a timing corresponding to the input operation in the application form input step;
An application support system characterized by executing the application preparation support method including The application support system according to claim 1,
The application form creation support method includes:
An application support system, characterized in that the application support device includes an identity verification step of receiving an input operation of information indicating completion of identity verification based on information input to the user terminal device. The application support system according to claim 2,
In the identity verification step, when the identity verification medium of the user photographed by the user-side camera is displayed on the administration-side first monitor or the administration-side second monitor, the administrative staff who confirmed the identity verification medium An application support system, characterized in that it receives the input operation from a person. The application support system according to claim 3,
The identity verification step includes:
an identification medium display step of displaying an image of the user captured by the user-side camera and an image of the identification medium with a photograph of the user on the administrative side first monitor;
a confirmation end step of receiving an input operation of information indicating completion of identity verification from the administrative officer who compared the image of the user and the image of the identity verification medium with photo,
The application support system, wherein in the confirmation end step, an image of the user and an image of an identification medium with a photo of the user are recorded. The application support system according to claim 1,
The application management device communicably connected to the user terminal device and the application support device is in charge of associating the type of the application form with one or more of the application support devices that accept the creation of the application form of the type. information and application reception information including the type of application target of the user, and
The application form creation support method includes:
a type registration step of registering the type of the application form applied by the user in the application reception information;
In the case where the user applies for a plurality of the types, the user terminal device receives an input operation indicating that the application support device associated with the type in the responsible information has finished creating the application form. and a switching step of switching the connection with the application support device to the application support device associated with the other type associated with the user in the application reception information. The application support system according to claim 5,
In the switching step, when the application form of a certain type is conditional on the completion of preparation of the application form of the other type, the other An application support system characterized by suppressing switching to the application support device for creating a type of application form. The application support system according to claim 1,
The application management device communicably connected to the user terminal device and the application support device is in charge of associating the type of the application form with one or more of the application support devices that accept the creation of the application form of the type. information and application reception information including the type of application target of the user, and
The application form creation support method includes:
When the application support device receives an input operation indicating that the application form has been created, a switching step of switching connection with the user terminal device of the other user included in the application reception information,
The application support system, wherein in the switching step, switching is performed such that the user terminal device having a long waiting time is preferentially connected to the application support device. The application support system according to claim 1,
The user terminal device has portability,
In the photographed image transmission step, by transporting the user terminal device to different locations, images and voices of different users are transmitted to the application support device;
The application support system, wherein in the application form input step, input operations of description information by different users are accepted. The application support system according to claim 1,
The application form creation support method includes:
a replacement detection step of detecting whether or not the user has been replaced with another user based on the image captured by the user-side camera;
The application support system, wherein, in the replacement detection step, display of the input information on the user-side second monitor is interrupted in the application form display step when the replacement of the user is detected. . The application support system according to claim 9,
The application form creation support method includes:
In the replacement detection step, when the replacement of the user is detected, a reception terminal that interrupts the call between the application support device and the user terminal device and is communicably connected to the user terminal device and the application support device. An application support system, comprising a reception connection step of starting a call between a device and said user terminal device. The application support system according to claim 1,
The application form creation support method includes:
a seating detection step of detecting whether the user is positioned in front of the user terminal device;
In the case where the user applies for a plurality of types, when the application support device for creating the application form of a certain type receives an input operation indicating that the creation of the application form has been completed, the user terminal device and a switching step of switching the connection to the application support device that creates the application form of the other type requested by the user;
The application support system, wherein in the switching step, switching of connection to the user terminal device determined not to be positioned in front of the user terminal device in the seating detection step is suppressed. A user terminal device installed on the user side,
a user-side camera that captures the user;
a user-side microphone that acquires the user's voice;
a person-in-charge display unit that displays the administrative person in charge on the first monitor on the user side;
a user-side application form display unit that displays the application form on the user-side second monitor;
a user-side call control unit that transmits the image of the user captured using the user-side camera and the voice of the user acquired using the user-side microphone to an application support device installed on the administrative side; , and
The user terminal device, wherein the user side application form display unit displays the input information on the user side second monitor at a timing according to the input operation of the application support device. An application support device installed on the administrative side,
An administrative side camera that shoots an administrative person in charge,
an administration-side microphone that acquires the voice of the person in charge of administration;
a user display unit that displays the image of the user on the administrative side first monitor;
a support side application form display unit that displays the application form on the administrative side second monitor;
The administrative side that transmits the image of the administrative staff photographed using the administrative camera and the voice of the administrative staff obtained using the administrative microphone to a user terminal device installed on the user side. a call control unit;
an application form creation unit that receives an input operation of the described information specified based on the user's voice and creates the application form,
The application support device, wherein the administration-side call control unit transmits the written information to the user terminal device so that the application form is displayed at a timing corresponding to the input operation.

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