JP7399628B2 - Guidance system and method - Google Patents

Description

The present invention relates to a guidance system and method for guiding customers visiting a store.

2. Description of the Related Art Conventionally, at financial institution stores and the like, transactions are carried out by staff at counters and transactions by customers by operating automatic teller machines (ATMs). For example, transactions to withdraw cash from a customer's account may be processed at an automated teller machine. On the other hand, transactions such as cashing checks must be carried out at a teller counter.

Therefore, when a customer who visits the store inputs the desired transaction into the reception machine, we issue a reception number and determine the destination (counter or automated teller machine) according to the type of transaction, and there is no vacant location at the destination. A customer guidance system has been proposed that calls a customer using a reception number when a problem occurs (see, for example, Patent Document 1).

In this way, if the transaction can be processed by an automated teller machine, by guiding the customer to the automated teller machine, the burden on the counter can be reduced and business efficiency can be improved.

Japanese Patent Application Publication No. 2012-048394

However, the conventional technology has the problem that it is insufficient to reduce the burden on counters and improve work efficiency. This was because transactions that could be processed using automated teller machines were sometimes handled at counters.

The present invention has been made to solve the problems of the above-mentioned conventional technology, and aims to reduce the burden on counters and improve work efficiency.

In order to solve the above-mentioned problems and achieve the objects, the present invention provides a processing device for processing transactions performed at a counter staffed by a customer who visits a financial institution and/or a processing device that can be operated by the customer. A guidance system for guiding a customer to a processing device that performs transaction processing performed by a processing device, the system including information regarding the transaction desired by the customer, cash in the customer's possession, completed slips, and tax and public payment forms. a reception means for accepting information on items brought by the customer, and a processing operation for identifying multiple types of processing operations to be processed for the customer according to information regarding a transaction desired by the customer and information on items brought by the customer. identifying means; order determining means for determining the order in which the customers are to be guided to the plurality of types of processing apparatuses corresponding to the plurality of specified types of processing operations; and output means for outputting guidance to.

Further, the present invention is characterized in that, in the above-mentioned invention, the processing device includes a counter processing device that is installed at a counter where a staff member is arranged and receives operations by the staff member.

Further, the present invention is characterized in that, in the above-mentioned invention, the order determining means can set the order of guidance to the processing devices that can be operated by the customer after the counter processing device.

Further, in the above invention, the present invention further comprises ticket issuing means for issuing an identification ticket to the customer with identification information related to the guidance, and the output means outputs an identification ticket based on the identification information related to the guidance. It is characterized by doing.

Further, the present invention is characterized in that the above-mentioned invention further includes a display means for displaying and outputting the guidance status of the customer.

Further, the present invention is characterized in that, in the above-mentioned invention, the order determining means re-determines the order in which the customers are guided in accordance with the processing status of the plurality of types of processing devices.

Further, the present invention provides processing for processing a customer visiting a financial institution by a processing device that performs transaction processing performed at a counter staffed by a staff member and/or a processing device that can be operated by the customer. A guidance method executed by a guidance system that guides the customer to a device, the method comprising: information regarding the transaction desired by the customer; information about the customer's belongings including cash, completed slips, and tax and public payment forms; a reception step for accepting a transaction, and a processing task identification step for identifying multiple types of processing tasks to be processed for the customer according to information on the transaction desired by the customer and information on what the customer brings. an order determining step of determining the order in which the customer is guided to a plurality of types of processing devices corresponding to a plurality of types of the processing tasks; and outputting an output for guiding the customer to the processing device based on the determined order. and an output step.

According to the present invention, it is possible to reduce the burden on counters and improve work efficiency.

FIG. 1 is an explanatory diagram for explaining the concept of the guidance system. FIG. 2 is a system configuration diagram showing the configuration of the guidance system. FIG. 3 is a functional block diagram showing the functional configuration of the electronic bookkeeping machine shown in FIG. 1. FIG. 4 is a functional block diagram showing the functional configuration of the transaction management device shown in FIG. FIG. 5 is a flowchart showing the processing procedure of the electronic bookkeeping machine. FIG. 6 is a flowchart showing the processing procedure of the transaction management device. FIG. 7 is an explanatory diagram of a specific example of a destination to which a transfer process is directed. FIG. 8 is an explanatory diagram of the slip input screen. FIG. 9 is an explanatory diagram of the input screen for things to bring.

Hereinafter, a guidance system and a guidance method according to an embodiment will be described with reference to the accompanying drawings.

FIG. 1 is an explanatory diagram for explaining the concept of the guidance system. The guidance system shown in FIG. 1 includes a transaction management device 10, an electronic bookkeeping machine 20, a counter processing device 30, an automatic teller machine 40, a lobby deposit machine 50, and a tax and public funds processing machine 60 in a store of a financial institution.

2. Description of the Related Art In stores of financial institutions, transactions are carried out by staff at counters and transactions by customers by operating automatic teller machines 40 or the like. Conventionally, if a customer wishes to make multiple transactions, and there is a mix of transactions that can be handled at a teller counter and transactions that can be processed at an automated teller machine 40, etc., the customer is guided to the counter and the automated teller machine 40, etc. Transactions that could be processed were also handled at the counter. Additionally, depending on the items you brought with you, such as completed slips, you would not be able to process them at the automated teller machine 40, and would have to deal with them at the counter, so even if you were unsure whether the automated teller machine could process them, you would be directed to the counter. . In this way, if a transaction that can be processed by an automated teller machine has to be handled at a counter, the burden on the counter and the efficiency of operations are insufficiently reduced.

Therefore, in the present embodiment, guidance is performed taking into account multiple types of transactions and items brought by the customer, thereby reducing the burden on the counter and increasing the efficiency of operations. Specifically, in the guidance system according to the present embodiment, a customer who visits a branch of a financial institution first operates electronic bookkeeping machine 20 and inputs information regarding a desired transaction (s1). At this time, the customer selects the type of transaction he/she desires, enters the items on the slip for the selected transaction, and also inputs information about the items he/she brought with him (cash, completed slip, tax/public payment form, etc.). Additionally, a customer can make inputs for multiple transactions.

When the electronic bookkeeping machine 20 receives an input regarding a transaction, it issues a guide number tag with a guide number printed thereon (s2). The guide number is identification information related to customer guidance, and the guide number tag is an identification ticket with a guide number attached.

The electronic bookkeeping machine 20 associates and registers the slip data obtained by converting the input contents of the slip items into data, the brought-along data obtained by converting the input contents of the brought items into data, and the guide number in the transaction management device 10 (s3).

When the transaction management device 10 receives the registration, it specifies the processing task based on the slip data and the items brought with you (s4). Here, if the customer specifies multiple transactions, there will be multiple processing operations. Further, even if the customer inputs one request, there may be multiple processing tasks.

For example, if the customer's request is to "pay taxes and public funds in cash," and the customer brings cash, the processing task is one of "payment of taxes and public funds." On the other hand, if the customer's request is to "pay taxes and public dues in cash," and the customer does not bring cash, the cash used for paying taxes and public dues will need to be withdrawn from the customer's account, and processing operations will be carried out. There are two types: "withdrawal" and "payment of taxes and public funds."

In this way, the transaction management device 10 can specify a plurality of processing operations by using the slip data indicating the customer's request and the items data indicating the customer's items. The transaction management device 10 determines the order in which customers are guided to the plurality of corresponding processing devices for a plurality of processing tasks (s5).

The processing devices include a counter processing device 30, an automatic teller machine 40, a lobby deposit machine 50, and a tax and public funds processing machine 60. The counter processing device 30 is a processing device installed at a counter, and receives operations by a staff member who handles the counter. For processing tasks that require handling at a counter, this counter processing device 30 is the guidance destination.

The automatic teller machine 40 is a processing device that can be operated by the customer, and is capable of depositing money into the customer's account, withdrawing money from the customer's account, and transferring money to a specified account. be.

The lobby deposit machine 50 is a processing device that can be operated by a customer, and can accept deposits in a number exceeding the upper limit of the automatic teller machine 40. The tax and public funds processing machine 60 is a processing device that can be operated by a customer, and can accept tax and public funds payment forms and cash to pay taxes and public funds.

FIG. 1 shows the guidance order in the case of "paying taxes and public funds in cash". If the customer brings cash, the transaction management device 10 guides the customer to the tax processing machine 60 as shown in order R1. That is, in this case, no response at the counter is required, and the process is completed only by the tax and public funds processing machine 60.

If the customer does not bring cash, the transaction management device 10 first guides the customer to the counter processing device 30, withdraws money at the counter, and then guides the customer to the tax processing machine 60, as shown in order R2. That is, in this case, the handling at the counter and the processing at the tax and public funds processing machine 60 are performed sequentially. Note that although the withdrawal is made at the counter processing device 30 here, it is also possible to withdraw money from the automatic teller machine 40 and then to be guided to the tax and public funds processing machine 60.

The transaction management device 10 controls the guidance output using the determined guidance order and the availability status of each processing device (s6). Specifically, the availability status of the next destination processing device is monitored, and when the next destination is available, the guidance number is specified and the call is made. The output of the call can be a display or a sound. Further, the device that outputs the call may be each processing device, or may be provided separately. If a processing device becomes available while a plurality of customers are waiting their turn, calls will be made on a first-come, first-served basis.

In this way, multiple types of processing operations to be processed are identified for customers visiting a financial institution's branch, and the order in which the customers are guided to multiple types of processing equipment corresponding to the identified multiple types of processing operations is determined. By outputting information that guides customers based on the determined order, it is possible to reduce the burden on the counter and improve work efficiency.

Next, the configuration of the guidance system will be explained. FIG. 2 is a system configuration diagram showing the configuration of the guidance system. As shown in FIG. 2, a transaction management device 10, an electronic bookkeeping machine 20, a counter processing device 30, an automatic teller machine 40, a lobby deposit machine 50, and a tax and public payment processing machine 60 are for use in stores used in financial institution stores. Connected to the network.

Furthermore, the counter processing device 30 and the automatic teller machine 40 are also connected to an accounting system network and can communicate with an accounting system host computer 70. Therefore, the counter processing device 30 and the automatic teller machine 40 can refer to and update the customer's account balance.

FIG. 3 is a functional block diagram showing the functional configuration of the electronic bookkeeping machine 20 shown in FIG. 1. As shown in FIG. As shown in FIG. 3, the electronic bookkeeping machine 20 includes a display operation section 21, a card reader 22, a printer 23, a communication section 24, a storage section 25, and a control section 26.

The display operation unit 21 is a liquid crystal touch panel display or the like, and is used to accept input of transaction details, output guidance, and the like. The card reader 22 can accept a customer's cash card and read the card ID. The printer 23 is used to print out guide number tags, etc. The communication unit 24 is a communication interface that communicates with the transaction management device 10 and the like.

The storage unit 25 is a storage device such as a hard disk drive. The storage unit 25 can be used to temporarily store slip data and things to bring data. It is also possible to store the operation history of the electronic bookkeeping machine 20 in the storage unit 25.

The control unit 26 is a control unit that controls the entire electronic bookkeeping machine 20, and includes a transaction content reception unit 26a, a data generation unit 26b, a guide number issuing unit 26c, and a registration processing unit 26d. In reality, programs corresponding to these functional units are stored in a ROM or non-volatile memory (not shown), and by loading these programs into the CPU and executing them, the transaction content reception unit 26a and the data generation unit 26b are processed. , the guide number issuing section 26c and the registration processing section 26d, respectively, to execute corresponding processes.

The transaction details reception unit 26a is a processing unit that receives transaction details input by a customer by operating the display operation unit 21. Specifically, information regarding the selection of the type of transaction desired, each item of the slip for the selected transaction, and the items brought (cash, completed slip, tax and public payment form, etc.) will be accepted. It is also possible to accept input regarding multiple transactions.

The data generation unit 26b performs a process of converting the input contents of the slip items into data to generate slip data, and converting the input contents of the items to be brought into data to generate the items to bring data.

The guide number issuing unit 26c generates a guide number, which is identification information related to customer guidance, and issues a guide number tag by printing the guide number on the printer 23. This guide number tag is an identification ticket with a guide number attached, and is used for calling customers.

The registration processing unit 26d performs a process of registering a transaction by associating the slip data, item data, and guide number with each other and transmitting the correlated information to the transaction management device 10.

FIG. 4 is a functional block diagram showing the functional configuration of the transaction management device 10 shown in FIG. 1. As shown in FIG. As shown in FIG. 4, the transaction management device 10 includes a display section 11, an input section 12, a communication section 13, a storage section 14, and a control section 15.

The display unit 11 is a display device such as a liquid crystal display. The input unit 12 is an input device such as a keyboard or a mouse. The communication unit 13 is a communication interface that communicates with the electronic bookkeeping machine 20, the counter processing device 30, the automatic teller machine 40, the lobby deposit machine 50, and the tax and public funds processing machine 60.

The storage unit 14 is a storage device such as a hard disk drive. The storage unit 14 stores transaction management data 14a for managing transactions. It is also possible to store the operation history of the transaction management device 10.

The control unit 15 is a control unit that controls the entire transaction management device 10, and includes a processing task specifying unit 15a, a guidance order determining unit 15b, a guidance output control unit 15c, and a reference output control unit 15d. In reality, programs corresponding to these functional units are stored in a ROM or non-volatile memory (not shown), and these programs are loaded into a CPU (Central Processing Unit) and executed, thereby executing the processing task specifying unit 15a. , the guidance order determining section 15b, the guidance output control section 15c, and the reference output control section 15d, respectively, are caused to execute corresponding processes.

Upon receiving the slip data, the item data, and the guide number from the electronic bookkeeping machine 20, the processing task specifying unit 15a specifies the processing task based on the slip data and the item data. If the customer specifies multiple transactions, there will be multiple processing operations. Further, even if the customer inputs one request, there may be multiple processing tasks.

The guidance order determining unit 15b determines the order in which customers are guided to the corresponding plurality of processing devices for the plurality of processing tasks specified by the processing task identification unit 15a. If there is a relationship between multiple processing jobs, the guidance order is determined based on the relationship. For example, when withdrawn money is used to pay taxes and public funds, the money is withdrawn first and the taxes and public funds are paid later. If there is no relationship between the plurality of processing operations, the guidance order may be determined based on a combination of transaction types, or the guidance order may be determined based on the availability of each processing device.

The guidance order determining unit 15b stores the processing business, the guidance order, and the guidance number in association with each other in the transaction management data 14a.

The guidance output control unit 15c controls the guidance output using the determined guidance order and the availability status of each processing device. Specifically, it monitors the availability of the next destination processing device, and when it becomes available, specifies the guidance number and sends an output instruction to the device that outputs the call. The device that outputs the call may be each processing device, or may be provided separately. If a processing device becomes available while a plurality of customers are waiting their turn, the guidance output control unit 15c makes a call on a first-come, first-served basis.

The guidance output control unit 15c acquires the operation of the processing device after the call, attaches a completion flag to the completed processing task, and updates the transaction management data 14a. Then, a guidance output is performed regarding the next guidance destination of the processing task to which the completion flag has been attached.

The reference output control unit 15d is a processing unit that receives a reference request for the transaction management data 14a and outputs the transaction management data 14a. Specifically, the reference output control unit 15d can display the customer guidance status indicated by the transaction management data 14a on the display unit 11. It is also possible to receive a reference request from another device and send the transaction management data 14a to the requesting device.

FIG. 5 is a flowchart showing the processing procedure of the electronic bookkeeping machine 20. First, the transaction details reception unit 26a of the electronic bookkeeping machine 20 receives input of transaction details from the customer (step S101). The data generation unit 26b converts the input contents of the slip items into data to generate slip data, and converts the input contents of the items to be brought into data to generate the items to bring data (step S102).

The guide number issuing unit 26c generates a guide number, which is identification information related to customer guidance, and issues a guide number tag by printing the guide number on the printer 23 (step S103). Then, the registration processing unit 26d registers the transaction by linking the slip data, the item data, and the guide number and transmitting them to the transaction management device 10 (step S104), and the process ends.

FIG. 6 is a flowchart showing the processing procedure of the transaction management device 10. The processing task specifying unit 15a of the transaction management device 10 receives the registration of slip data, bring-your-own data, and guide number from the electronic bookkeeping machine 20 (step S201), and specifies the processing task based on the slip data and bring-your-own data (step S201). Step S202).

The guidance order determining unit 15b determines the order in which customers are guided to the corresponding plurality of processing devices for the plurality of processing tasks identified by the processing task identification unit 15a (step S203), and determines the order in which customers are guided to the corresponding plurality of processing devices, and determines the processing task, the guidance order, and the guide number. are associated and stored in the transaction management data 14a (step S204).

The guidance output control unit 15c determines whether guidance to the next guidance destination is possible using the determined guidance order and the availability of each processing device (step S205). If the next guidance destination cannot be guided (step S205; No), step S205 is repeated and the process waits.

If guidance to the next guidance destination is possible (step S205; Yes), the guidance output control unit 15c controls the guidance output by specifying the guidance number and transmitting an output instruction to the device that outputs the call. (Step S206). The guidance output control unit 15c acquires the operation of the processing device after the call, attaches a completion flag to the completed processing task, and updates the transaction management data 14a (step S207). Then, it is determined whether all of the plurality of processing tasks associated with one guidance number have been guided (step S208). If there are still processing jobs that have not been guided (step S208; No), the process moves to step S205, and it is determined whether the process can be guided to the next destination. If all the processing tasks have been guided (step S208; Yes), the processing for one guidance number ends.

Next, a specific example of controlling the guidance destination will be described. FIG. 7 is an explanatory diagram of a specific example of a destination to which a transfer process is directed. As shown in FIG. 7, if the customer desires a transfer process and does not bring a check or cash, the transfer is performed by transfer, that is, by transferring money from one account to another.

If the user does not have a check and brings cash with him and has less than 100 pieces of cash, the automated teller machine 40 will be the destination. Further, if the user does not have a check and brings cash with him and has 100 or more pieces of cash, the lobby deposit machine 50 will be the destination. If you bring a check but do not have cash, the counter processing device 30 will be your destination.

If you bring a check and less than 100 pieces of cash, first, you will be directed to the automatic teller machine 40, and after inputting your guide number into the automatic teller machine 40, the cash you brought will be deposited. The automatic teller machine 40 associates the guide number with the deposited amount and transmits it to the transaction management device 10, and the transaction management device 10 updates the transaction management data 14a as completing the deposit processing task. Then, the transaction management device 10 guides the customer to the counter processing device 30, which is the next destination, and causes the deposited amount at the automatic teller machine 40 and the check amount to be transferred.

If the customer brings a check and 100 or more pieces of cash, the customer is first guided to the lobby deposit machine 50, inputs the guide number into the lobby deposit machine 50, and then receives the deposit of the cash they have brought. The lobby deposit machine 50 associates the guide number with the deposited amount and transmits it to the transaction management device 10, and the transaction management device 10 updates the transaction management data 14a as completing the deposit processing task. Then, the transaction management device 10 guides the customer to the counter processing device 30, which is the next destination, and has the customer transfer the amount of money deposited at the lobby deposit machine 50 and the amount of the check.

FIG. 8 is an explanatory diagram of the slip input screen. As shown in FIG. 8, the electronic bookkeeping machine 20 first allows the user to select the type of transaction on the slip input screen G1a. In Figure 8, the messages ``Please select your request'' and ``Currently 14 people waiting'' and four type selection buttons (``Deposit'', ``Withdrawal'', ``Transfer'', `` "Taxes/Utility Charges") are displayed.

If "transfer" is selected on the slip input screen G1a, the electronic bookkeeping machine 20 allows the user to input slip items on the slip input screen G1b. In FIG. 8, the message ``Please enter the details of the transfer'' and items such as the amount, recipient, and client are displayed.

FIG. 9 is an explanatory diagram of the input screen for things to bring. As shown in FIG. 9, the electronic bookkeeping machine 20 allows the user to select the type of item to bring on the item input screen G2a. In Figure 9, the message "Please enter the details of what you will bring (multiple selections are possible)" and four buttons for things to bring ("cash", "cheque", "bills", "other") are displayed. are doing.

If "cash" is selected on the things to bring input screen G2a, the electronic bookkeeping machine 20 allows the details of the things to be brought to be input on the things to bring to the screen G2b. In FIG. 9, one of "less than 100", "100 or more", and "unknown" buttons can be selected for each of banknotes and coins.

As described above, according to the present embodiment, multiple types of processing operations to be processed are identified for a customer visiting a branch of a financial institution, and multiple types of processing devices corresponding to the identified multiple types of processing operations are installed. By determining the order in which customers are to be guided and outputting the guidance to customers based on the determined order, it is possible to reduce the burden on the counter and improve work efficiency.

Further, processing operations can be specified based on the types of documents held by the customer. Further, the processing device includes a counter processing device that is installed at a counter where a staff member is placed and receives operations by the staff member. The order in which the customer is guided to the processing device that can be operated by the customer can be set after the counter processing device.

Further, according to the present embodiment, a guide number tag, which is an identification ticket with identification information related to guidance, can be issued to the customer, and guidance can be performed based on the identification information related to guidance.

Further, the customer guidance status is managed by the transaction management device 10 and can be displayed as appropriate. Furthermore, the order in which customers are guided can be re-determined depending on the processing status of a plurality of types of processing devices. For example, even if the order is determined at the time of reception to lead to the automatic teller machine 40 after the counter processing device 30, if the counter becomes crowded and the automatic teller machine 40 becomes vacant, the order may be changed to can be guided to the automatic teller machine 40.

Note that each configuration illustrated in this embodiment is a functional schematic, and does not necessarily need to be physically configured as illustrated. In other words, the form of dispersion/integration of each device is not limited to the one shown in the diagram, but all or part of it can be functionally or physically distributed/integrated in arbitrary units depending on various loads and usage conditions. Can be configured.

For example, in the present embodiment, in order to simplify the explanation, one each of the electronic bookkeeping machine 20, the counter processing device 30, the automatic teller machine 40, the lobby deposit machine 50, and the tax and public finance processing machine 60 is illustrated. Multiple devices can be installed.

The guidance system and guidance method of the present invention are useful for reducing the burden on counters and improving work efficiency.

10 Transaction management device 11 Display unit 12 Input unit 13, 24 Communication unit 14, 25 Storage unit 15, 26 Control unit 15a Processing task identification unit 15b Guidance order determining unit 15c Guidance output control unit 15d Reference output control unit 20 Electronic bookkeeping machine 21 Display operation section 22 Card reader 23 Printer 26a Transaction details reception section 26b Data generation section 26c Guide number issuing section 26d Registration processing section 30 Counter processing device 40 Automatic teller machine 50 Lobby deposit machine 60 Tax processing machine 70 Accounting system host computer

Claims (7)

A guidance system that guides customers visiting a financial institution to a processing device that performs transaction processing at a counter staffed by an attendant and/or a processing device that performs transaction processing by a processing device that can be operated by the customer. And,
reception means for receiving information regarding the transaction desired by the customer and information on the customer's belongings including cash, completed slips, and tax and public payment forms;
processing task identification means for specifying a plurality of types of processing tasks to be processed for the customer according to information regarding the transaction desired by the customer and information on what the customer brings;
order determining means for determining the order in which the customers are guided to the plurality of types of processing devices corresponding to the plurality of identified processing operations;
and output means for outputting an output for guiding the customer to the processing device based on the determined order. 2. The guidance system according to claim 1, wherein the processing device includes a counter processing device that is installed at a counter where a staff member is placed and receives operations by the staff member. 3. The guidance system according to claim 2, wherein the order determining means can set the order of guidance to a processing device that can be operated by the customer after the counter processing device. further comprising ticket issuing means for issuing an identification ticket to the customer with identification information related to the guidance;
4. The guidance system according to claim 1, wherein the output means outputs the output based on identification information related to the guidance. 5. The guidance system according to claim 1, further comprising display means for displaying and outputting the guidance status of the customer. 6. The guidance system according to claim 1, wherein the order determining means re-determines the order in which the customers are guided depending on the processing status of the plurality of types of processing devices. A guidance system that guides customers visiting a financial institution to a processing device that performs transaction processing at a counter staffed by an attendant and/or a processing device that performs transaction processing by a processing device that can be operated by the customer. A guidance method carried out by
a reception step of receiving information regarding the transaction desired by the customer and information of the customer's belongings including cash, completed slips, and tax payment forms;
a processing task identification step of specifying a plurality of types of processing tasks to be processed for the customer according to information regarding the transaction desired by the customer and information on what the customer brings;
an order determining step of determining the order in which the customers are guided to a plurality of types of processing devices corresponding to the identified plurality of types of processing operations;
A guiding method comprising: an outputting step of guiding the customer to the processing device based on the determined order.

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