JP7424100B2 - Information presentation system, information presentation device, information presentation method and program - Google Patents

Description

The present invention relates to an information presentation system, an information presentation device, an information presentation method, and a program.

In recent years, various problems associated with the aging of the population have become apparent. For example, wandering and accidents caused by dementia have become social problems. In this regard, techniques described, for example, in Patent Documents 1 to 3 have been developed.

The technology described in Patent Document 1 determines the possibility of dementia from the operation details of household electrical appliances, and if there is a possibility of dementia, transmits information indicating this to a predetermined device. It is something. The technology described in Patent Document 2 is for determining the progress of dementia from driving operations. The technology described in Patent Document 3 monitors the living situation of a person to be monitored by detecting the operation status of a household electrical appliance and managing the operation status.

Unexamined Japanese Patent Publication No. 2017-104289 JP2007-292908A Japanese Patent Application Publication No. 10-248093

In addition, one of the problems associated with the aging of the population is the unending number of fraud cases that target elderly people for financial purposes. As a countermeasure, the use of an adult guardianship system or a voluntary representative system may be considered. In particular, financial institutions such as banks prepare their own proxy notification forms that serve as both a power of attorney and a notification form to the financial institution, creating an environment in which it is easy to use the voluntary proxy system. However, it could not be said that these systems were being used effectively.

The reason for this is that the system is not sufficiently well-known by administrative agencies. In addition, financial institutions where fraud cases occur are not able to provide explanations in a timely manner to customers who should use the system, and family members who should be guardians or agents do not have the opportunity to receive explanations. There were other problems. Additionally, there was a problem in that it was not known (unable to judge) whether the customer needed to use the system.

The present invention has been made in view of the above problem, and provides an information presentation system, an information presentation device, an information presentation method, and a program that can encourage the use of a financial institution's support system for procedures.

In order to solve the above-mentioned problems, the information presentation system of the present invention is an information presentation system that presents support system information connected to a support system for supporting customers established by law. an information presentation device that causes a presentation means to present the support system information, and the information presentation device uses the customer operation information acquired from the customer terminal to display the requirements for using the support system. and a presentation instruction section that instructs the presentation means to present the support system information based on the judgment result of the judgment section, and the judgment section is configured to The present invention is characterized by comprising a system determination unit that selects the appropriate support system based on either or both of operation time information regarding the time for operating the computer and operation error information regarding the operation error .

Further, the information presentation device of the present invention is an information presentation device that presents support system information connected to a support system for supporting customers established by law , which information is obtained from a customer terminal operated by a customer of a financial institution. a determination unit that determines whether or not to use the support system using operation information of the customer; and a presentation instruction unit that instructs a presentation means to present the support system information based on the determination result of the determination unit. , and the determination unit includes a system determination unit that selects the appropriate support system based on either or both of operation time information regarding the time for operating the customer terminal and operation error information regarding operation errors. It is characterized by

Further, the information presentation method of the present invention is an information presentation method that causes a computer to present support system information connected to a support system for supporting customers established by law, wherein the computer is operated by a customer of a financial institution. a determination step of determining whether or not the use of the support system is necessary using operation information of the customer acquired from a customer terminal; and a presentation of the support system information to a presentation means based on the determination result of the determination step. and a presenting instruction step for instructing the customer terminal, and the determining step selects the appropriate support system based on either or both of operation time information regarding the time to operate the customer terminal and operation error information regarding the operation error. It is characterized by having a system determination step for selecting .

Moreover, the program of the present invention is for causing the computer to execute the information presentation method described above .

According to the present invention, it is possible to encourage the use of a support system regarding financial institution procedures.

1 is a schematic configuration diagram of an information presentation system according to a first embodiment of the present invention. FIG. 2 is a functional block diagram of an ATM and an application server. This is an example of a data structure of a customer information DB. This is an example of the data structure of the judgment information DB. This is an example of the data structure of the explanation history DB. FIG. 2 is a functional block diagram of an application server. FIG. 4 is a diagram for explaining the support system determination process performed by the application server, in which (a) is the first determination criterion regarding operation, (b) is the second determination criterion regarding operation, and (c) is the operation (d) is a table that associates the accuracy of operation with the corresponding support system. It is an illustration of the flowchart regarding the determination process of a customer's judgment ability. It is an illustration of the flowchart regarding the presentation process of support system information to a customer's family. FIG. 2 is a schematic configuration diagram of an information presentation system according to a second embodiment of the present invention. FIG. 2 is a functional block diagram of a counter terminal and an application server. It is an example of a flowchart regarding the presentation process of support system information to financial institution personnel. It is a schematic block diagram of the information presentation system based on 3rd Embodiment of this invention. It is a functional block diagram of an ATM, a terminal for lobby staff, and an application server. It is an example of a flowchart regarding the presentation process of support system information to financial institution personnel.

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the drawings as appropriate. The figures are only shown schematically to provide a thorough understanding of the invention. Therefore, the present invention is not limited to the illustrated example. Further, in each figure, common or similar components are denoted by the same reference numerals, and redundant explanation thereof will be omitted.

[Explanation of terms]
The "support system for financial institution procedures" may include a wide variety of systems, and is a concept that includes, for example, the "voluntary representative system" and the "adult guardianship system."

The ``Voluntary Representative System'' is a system in which a principal (in this case, a customer of a financial institution is assumed) appoints a representative (e.g., a family member of the customer) based on his/her will, and the legal effects of the acts of the appointed representative are This is a system in which the information is directly attributed to the person in question. According to the voluntary agent system, another person can perform procedures related to financial transactions on behalf of the customer within a predetermined range. Note that "voluntary representative" may be abbreviated to "proxy".

The ``Adult Guardianship System'' is a system that allows another person to manage assets on behalf of a client whose decision-making capacity has deteriorated. According to the adult guardianship system, another person can carry out procedures related to financial transactions on the customer's behalf. There are two types of adult guardianship systems: a ``voluntary guardianship system,'' in which a guardian is appointed in anticipation of the future while the person has sufficient decision-making capacity, and a guardianship system in which a guardian is appointed after the person's decision-making capacity has become insufficient due to a mental disorder. There is a "statutory guardianship system" in which guardians are appointed.

"Support system information" is information related to the support system, such as an explanation of the support system, information on the people to whom the support system is applied, and information that is helpful in determining whether or not the support system is applicable (e.g., decision-making ability). (information regarding), etc.

"Customer related parties" are people related to the customer, such as family members (parents, spouses (husbands, wives), children, etc.), cohabitants, caregivers, agents, guardians, and persons appointed as agents and guardians. This includes people who are likely to be subject to legal action (for example, lawyers).

A "financial institution related person" is a person related to a financial institution, such as a bank employee inside a store, a person in charge of external relations who conducts transactions or interviews outside the store, and the like.

"Customers who require explanation of the system" are customers of financial institutions who have a high need to use the support system (that is, those who have impaired judgment). Customers who require system explanation are, for example, elderly people who require support in daily life (particularly in operating an automated teller machine (ATM)).

[Overview of embodiment]
In the first embodiment, it is assumed that a customer operates an ATM, and based on the ATM operation, it is determined whether the customer is a customer requiring system explanation, and information regarding the customer requiring system explanation is registered. Furthermore, assuming a situation in which a family member of a customer who requires system explanation operates an ATM, we will explain a system that encourages the use of the support system by notifying the family that there is a customer who requires system explanation and an explanation of the support system.

The second and third embodiments are other variations of the mechanism for encouraging the use of the support system.
In the second embodiment, it is assumed that a customer visits a financial institution, and an operator operating a counter terminal is instructed to explain the support system.
In the third embodiment, it is assumed that a customer visits a financial institution and operates an ATM, and instructs lobby staff to explain the support system.

[First embodiment]
<Configuration of information presentation system according to first embodiment>
With reference to FIG. 1, the configuration of an information presentation system 1A according to the first embodiment will be described. FIG. 1 is a schematic configuration diagram of an information presentation system 1A according to the first embodiment.

The information presentation system 1A is a system that presents support system information regarding support systems related to financial institution procedures. The information presentation system 1A can be used in various situations where financial services provided by financial institutions are used. This embodiment will be described assuming a situation in which an automated teller machine (ATM) is operated. However, the configuration of the information presentation system 1A is not limited to the configuration described here.

The information presentation system 1A includes an automated teller machine 2 (ATM2) and an application server 3. The ATM 2 and the application server 3 communicate via a wide area Internet line or a dedicated line unique to the financial institution using a communication cable 4 (for example, an Ethernet cable for communication based on standards such as IEEE).

The ATM 2 is installed in, for example, a financial institution store, an ATM corner, a convenience store, etc., and performs cash-related transactions such as deposit transactions and withdrawal transactions with users. ATM2 is equipped with a screen display and information input devices (keyboard, touch panel), etc. The ATM 2 is an example of a "customer terminal" or "presentation means" in the claims.

The application server 3 has a function of processing and determining customer information and information to be sent to the ATM 2 based on the customer information. The functions of the application server 3 are realized, for example, by executing a program. The application server 3 is an example of an "information presentation device" in the claims.

A more specific configuration of the ATM 2 and the application server 3 will be described with reference to FIG. 2. FIG. 2 is a functional block diagram of the ATM 2 and the application server 3. Note that the configuration shown in FIG. 2 is merely an example, and is not limited to the configuration shown here.

As shown in FIG. 2, the ATM 2 includes an operation input section 21 using a touch panel or a keyboard, a screen display section 22 using a liquid crystal display, a communication control section 24 that performs communication via a LAN, etc., and a control section 23 that controls these.

The control unit 23 is realized by a program execution process by a CPU (Central Processing Unit), a dedicated circuit, and the like. When the control unit 23 is realized by a program, the program can be stored and provided in a computer-readable recording medium (eg, CD-ROM). Further, the program can also be provided through a network such as the Internet.

The control unit 23 stores information (operation information) regarding the operation of the operation input unit 21 and transmits the operation information in response to a request from the application server 3. The operation information is stored, for example, in transaction units. The operation information preferably includes information regarding operation time (operation time information), information regarding operation errors (operation error information), and the like.

The operation time information is, for example, a statistical value (eg, average interval) of button operations or touch operations, or a statistical value (eg, average time) per screen (required for operating one screen). The erroneous operation information is, for example, information about the number of times a return button, cancel button, or correction button was pressed.

As shown in FIG. 2, the application server 3 includes a communication control unit 31 that performs communication via a LAN or the like, a storage unit 33 that stores customer information, etc., and a control unit 32 that controls these.

Information stored in the storage unit 33 will be explained with reference to FIGS. 3 to 5. FIG. 3 is an example of the data structure of the customer information DB 331. FIG. 4 is an example of the data structure of the judgment information DB 332. FIG. 5 is an example of the data structure of the explanation history DB 333. The customer information DB 331 shown in FIG. 3 is registered in advance before performing a financial transaction. The judgment information DB 332 shown in FIG. 4 and the explanation history DB 333 shown in FIG. 5 are updated during the process of financial transactions.

The customer information DB 331 will be explained. As shown in FIG. 3, in the customer information DB 331 here, information on each customer is registered in record units, including name, CIF (Customer Information File), store number, subject, account number, date of birth, It is composed of information such as address, telephone number, place of work, and nth family information (n is a natural number, and here indicates first family information and second family information).

The n-th family information includes information such as family nCIF, family n relationships, and family n living together.
The n-th family CIF is information on the CIF of the family owned by the customer indicated by the record. In "Oki Taro" of CIF "1234567890" shown in FIG. 3, "Oki Hanako" of CIF "1111111111" and "Oki Jiro" of CIF "2222222222" are registered.

Family n relationship is the relationship between the customer indicated by the record and the family. In "Oki Taro" shown in FIG. 3, the customer of CIF "1111111111" is his wife, and the customer of CIF "2222222222" is his child.

Family n Living together is information indicating whether the customer indicated in the record and the family in question live together. If they live together, "yes" is registered, and if they do not live together, "yes" is registered. "no" is registered. "Oki Taro" shown in FIG. 3 shows that he lives with a customer of CIF "1111111111" and a customer of CIF "2222222222."

The judgment information DB 332 will be explained. As shown in FIG. 4, information on each customer is registered in record units in the judgment information DB 332, including name, CIF (Customer Information File), judgment result information, and agent system registration. It consists of information such as presence or absence of adult guardianship system registration, family members requiring system explanation, and family CIF requiring system explanation.

Judgment power determination result information is the result of determining the judgment power of the customer indicated by the record. Judgment determination result information is determined based on the operation information of the ATM 2. Details will be described later.

The agent system registration presence/absence is information indicating whether or not an agent is registered for the customer indicated by the record. If the agent is registered, “Yes” is registered, and if the agent is not registered, “None” is registered. In FIG. 4, an agent is registered as "Okitaro" of CIF "1234567890".

The presence or absence of adult guardianship system registration is information indicating whether or not the customer indicated by the record is using the adult guardianship system (whether or not the customer has an adult guardian registered or not). If an adult guardian is registered, "Yes" is registered, and if an adult guardian is not registered, "None" is registered. In FIG. 4, no adult guardian is registered for any of the customers.

The family member requiring system explanation is information as to whether or not there is a customer requiring system explanation in the family of the customer indicated in the record. In Figure 4, assuming that "Oki Taro" of CIF "1234567890" is the customer who requires system explanation, "Oki Taro" is This is a family that requires explanation of the system. If there is a family member in the family who requires system explanation, "Yes" is registered, and if there is no family member who requires system explanation, "No" is registered. The details will be described later, but if the judgment of a customer who requires system explanation is significantly impaired, support system information will be presented to the family of the customer who requires system explanation. This is because customers who require explanation of the system and whose judgment ability is significantly impaired are unable to correctly understand whether or not they need to use the support system.

The system explanation required family CIF is information on the CIF of the system explanation required family. Here, information on ``Oki Taro'' as a system explanation family CIF is registered with ``Oki Hanako'' and ``Oki Jiro.''

The explanation history DB 333 will be explained. As shown in FIG. 5, information on each customer is registered in record units in the explanation history DB 333, including name, CIF (Customer Information File), date and time of previous explanation (for the individual), and contents of the previous explanation. It consists of information such as (for the individual), the date and time of the previous explanation (for the family), the content of the previous explanation (for the family), and the CIF for the previous explanation (for the family).

The last explanation date and time (for the customer) is information about the last date and time when the support system was explained to the customer indicated by the record.
The previous explanation content (for the customer) is information about the content of the support system explained to the customer indicated by the record.
Taking ``Okitaro'' as an example shown in Figure 5, an explanation of the ``proxy system'' was given to ``Okitaro'' on ``October 1, 2015''.

The last explanation date and time (for families) is information on the previous date and time when the support system related to the family requiring system explanation was explained to the customer indicated by the record.
The previous explanation content (for families) is information about the content of the explanation of the support system for families requiring system explanation to the customer indicated by the record.
The previous explanation target CIF (for families) is information on the CIF of the family who needs system explanation to whom the support system was explained to the customer indicated by the record.
Taking "Oki Hanako" shown in Figure 5 as an example, on "December 15, 2018," an explanation of the "adult guardianship system" was sent to "Oki Taro" of CIF "1234567890" to "Oki Hanako." Is going. On the other hand, the support system has not yet been explained to Okitaro's family member, Oki Jiro.

The functions realized by the control unit 32 of the application server 3 will be described with reference to FIG. 6. FIG. 6 is a functional block diagram of the application server 3. The control unit 32 is realized by a program execution process by a CPU (Central Processing Unit), a dedicated circuit, and the like. When the control unit 32 is realized by a program, the program can be stored and provided in a computer-readable recording medium (eg, CD-ROM). Further, the program can also be provided through a network such as the Internet.

The control unit 32 includes an acquisition unit 321, a determination unit 322, and a presentation instruction unit 323. The determination unit 322 includes a system determination unit 322a and a presentation destination determination unit 322b.

The acquisition unit 321 acquires information regarding the operation of the operation input unit 21 (operation information) from the ATM 2 . The acquisition unit 321 acquires, for example, CIF and operation information in a state where they are associated with each other. The operation information includes information regarding operation time (operation time information), information regarding operation mistakes (operation error information), and the like.

The determining unit 322 uses the operation information acquired from the ATM 2 to determine whether or not it is necessary to use the support system. The system determination unit 322a determines an appropriate support system using the operation information acquired from the ATM 2. The system determination unit 322a uses, for example, determination criterion A shown in FIG. 7(a), determination criterion B shown in FIG. 7(b), and determination criterion C shown in FIG. 7(c) to determine the operation of the ATM 2 as a point. Convert and calculate the total points for the three criteria A to C. Then, using the table shown in FIG. 7(d), it is determined which of the four stages the customer who operated the ATM 2 falls under in terms of judgment ability.

The system determination unit 322a determines that the system is in stage (1) when the total points are "0 to 4". Stage (1) is a state in which there is no problem with the customer's judgment ability. In other words, a customer determined to be in stage (1) is not a customer who requires explanation of the system, and can be said to be in a state where there is no need to use the support system. In this case, no particular action is taken. On the other hand, when the total points are "5 or more", the system determination unit 322a determines that the system is in stages (2) to (4) according to the total points. Stages (2) to (4) are states where the customer's judgment is problematic. In other words, customers determined to be in stages (2) to (4) are customers who require explanation of the system, and can be said to be in a state where they need to use the support system. The determination at each stage will be explained below.

The system determination unit 322a determines that the system is in stage (2) when the total points are "5 to 7" or the age is 70 years or older. Stage (2) is a state in which a minor problem is recognized in the customer's judgment ability. In this case, we assume that the customer still has sufficient judgment and explain the agent system to the customer. Note that there may be no age condition.

The system determination unit 322a determines that the system is in stage (3) when the total points are "8 to 10". Stage (3) is a state in which a problem in the customer's judgment ability is more serious than that in stage (2). In this case, we believe that the customer has some degree of judgment, even if it is not perfect, and explain the adult guardianship system to the customer. Having a certain level of judgment means, for example, that although there is a decline in judgment, it is not to the point where the application of the statutory guardianship system is approved. In step (3), it is best to explain the voluntary guardianship system to the customer. In addition, even if it is determined to be step (3), if both the voluntary representative system and the adult guardianship system are unregistered, the voluntary representative system may be explained in addition to the adult guardianship system.

The system determination unit 322a determines that the system is in stage (4) when the total points are "11 or more." Stage (4) is a state in which a problem in the customer's judgment ability is more severe than that at stage (3). In this case, we assume that the customer does not have the necessary judgment and explain the adult guardianship system to the customer's family. Lacking the necessary judgment means, for example, that the application of the statutory guardianship system is approved, or even if it is not approved, the judgment is only close to that level. In step (4), it is a good idea to explain the legal guardianship system to the client's family. Note that the voluntary guardianship system may be explained to the customer's family in step (4).

The presentation destination determination unit 322b determines the target person to whom the support system information is presented. The presentation destination determination unit 322b preferably determines a target person suitable for the support system selected by the system determination unit 322a as the presentation destination of the support system information. For example, as shown in FIG. 7D, the presentation destination determination unit 322b may present support system information to the customer when the customer's determination result is at stage (2) or (3). decide. Furthermore, as shown in FIG. 7D, when the customer's determination result is in step (4), the presentation destination determination unit 322b determines to present the support system information to the customer's family. . The presentation destination determination unit 322b determines a specific target person by referring to the judgment power information DB 332 shown in FIG.

The presentation instruction unit 323 performs processing related to presentation of support system information. The presentation instruction section 323 instructs, for example, the target person determined by the presentation destination determination section 322b to present the support system information of the support system selected based on the determination result of the system determination section 322a. The presentation means that actually presents the support system information may be, for example, the ATM 2 or a terminal owned by the customer or his or her family. In addition, by presenting support system information to a third party (for example, a person involved in a financial institution) and having the third party provide explanations to the customer and family, the contents of the support system information can be communicated to the customer and his or her family through the third party. You can also present it indirectly to your family.

Note that the ATM 2 may have a part of the functions of the application server 3; for example, the ATM 2 may include the determination unit 322. In that case, part of the processing executed by the application server 3 is executed by the ATM 2.

<Operation of the information presentation system according to the first embodiment>
The operation of the information presentation system 1A according to the first embodiment will be explained. Here, "processing for determining customer's judgment ability" and "processing for presenting support system information" will be explained.

(Determination process of customer judgment ability)
Referring to FIG. 8, a process for determining a customer's judgment ability will be described. The customer moves to the ATM 2 and starts a transaction using the ATM 2 (step S11). During the transaction, the ATM 2 acquires operation information. The ATM 2 acquires, for example, the time required for screen transitions during a transaction, information on input operations such as button operations, and the like. When one transaction is completed (step S12), the ATM 2 transmits operation information to the application server 3 (step S13).

The system determination unit 322a determines the accuracy of the customer's operation based on the determination criterion A shown in FIG. 7(a) (step S14). Specifically, based on criterion A, the customer's operations are converted into points. Furthermore, the system determination unit 322a determines the accuracy of the customer's operation based on determination criterion B shown in FIG. 7(b) (step S15). Specifically, based on criterion B, the customer's operations are converted into points.

Furthermore, the system determination unit 322a determines the accuracy of the customer's operation based on the determination criterion C shown in FIG. 7(c) (step S16). Specifically, based on criterion C, the customer's operations are converted into points. Furthermore, the system determination unit 322a acquires the customer's age information (step S17). Note that the order of steps S14 to S17 is not particularly limited, and may be executed simultaneously.

Next, the system determination unit 322a determines whether the customer needs to apply the support system based on the points (customer accuracy information) calculated in steps S14 to S16, the age acquired in step S17, and the table shown in FIG. 7(d). A determination result is obtained as to whether or not the customer is in a current state and requires an explanation of the system (step S18).

The system determination unit 322a stores the determination result in the storage unit 33 (in particular, the determination ability information DB 332 shown in FIG. 4) in association with the customer information.

(Support system information presentation processing)
Here, the support system information presentation process will be explained separately into "presentation process to the customer (customer requiring system explanation)" and "presentation process to the customer's family."

“Processing of presentation to the customer (customer requiring system explanation)”
If it is necessary to explain the support system to the customer, the presentation instruction unit 323 causes the ATM 2 to present an explanation of the support system, for example, when the customer next visits the store. For example, the presentation instruction unit 323 controls the customer to display an explanation regarding the agent system when it is determined that the customer's decision-making ability is at stage (2). Further, the presentation instruction unit 323 controls the customer to display an explanation regarding the adult guardianship system when it is determined that the customer's judgment ability is at stage (3).

"Processing of presentation to customer's family"
When it is necessary to explain the support system to the customer's family (in other words, when the customer's judgment has significantly deteriorated), the presentation instruction unit 323 sends information about the support system to the ATM 2 when the customer's family visits the store, for example. Have them provide an explanation.

Referring to FIG. 9, the process of presenting support system information to a customer's family will be described. Here, it is assumed that the customer using the ATM 2 has a family member who holds an account at the same financial institution and whose family structure information is registered (see FIG. 3).

The customer moves to ATM 2 and starts a transaction using ATM 2 (step S31). The ATM 2 transmits customer information (store number, account number) to the application server 3 after the customer starts a transaction (or at the same time as the start of the transaction) (step S32).

The presentation instruction unit 323 of the application server 3 acquires from the storage unit 33 the judgment result information of family members registered in association with the customer from whom the information has been acquired (step S33). For example, the presentation instruction unit 323 refers to the customer information DB 331 to recognize the family nCIF of the corresponding customer, and uses the family nCIF as a key to refer to the judgment information DB 332 to obtain judgment result information of the family.

Next, the presentation instruction unit 323 determines whether there is a family member whose judgment result information is at stage (4) (step S34). If there is a family member whose judgment result information is in stage (4) (“Yes” in step S34), the process advances to step S35. On the other hand, if there is no family member whose judgment result information is in stage (4) ("No" in step S34), the process ends.

If there is a family in step (4) (“Yes” in step S34), the presentation instruction unit 323 acquires information on whether the family requiring system explanation is registered with the adult guardianship system (step S35). The presentation instruction unit 323 refers to the judgment power information DB 332 shown in FIG. 4 to obtain whether or not the family member is registered in the adult guardianship system.

Next, the presentation instruction unit 323 determines whether the family requiring system explanation has already registered the adult guardianship system (step S36). If the adult guardianship system has not been registered (“No” in step S36), the process advances to step S37. On the other hand, if the adult guardianship system has been registered ("Yes" in step S36), the process ends.

If the adult guardianship system has not been registered (“No” in step S36), the presentation instruction unit 323 acquires the history of past explanations about the adult guardianship system to customers in relation to the family requiring system explanation ( Step S37). The presentation instruction unit 323 refers to the explanation history DB 333 shown in FIG. 5 to obtain an explanation history for families.

Next, the presentation instruction unit 323 determines whether more than half a year has passed since the last system explanation was given to the customer in relation to the family requiring system explanation (step S38). If more than half a year has passed since the last explanation ("Yes" in step S38), the process advances to step S39. On the other hand, if more than half a year has not passed since the last explanation ("No" in step S38), the process ends. Note that the period from the last explanation (here, half a year) may be set as appropriate.

If more than half a year has passed since the last explanation (“Yes” in step S38), the presentation instruction unit 323 transmits the registered system information (adult guardianship system) of the family requiring system explanation to the ATM 2 (step S39). .

Next, on the transaction completion screen, the ATM 2 displays a message that there is a family member who requires explanation of the system and that the user should therefore confirm the adult guardianship system (step S40). The ATM 2 also displays an outline of the adult guardianship system (step S41). The ATM 2 also displays a message requesting the customer to come to the counter to explain the details of the system and the procedures (step S42). Note that the information to be presented may be any one of steps S40 to S42.

As described above, in the information presentation system 1A according to the first embodiment, the application server 3 (information presentation terminal) acquires operation information of the ATM 2 and analyzes the information. This allows us to understand the customer's overall condition, such as how much trouble they have in recognizing information due to dementia, and how much difficulty they have in operating the system due to physical decline. Therefore, it is possible to select and explain an appropriate support system (for example, adult guardianship system, agent system, etc.) to the customer.

In addition, in the information presentation system 1A according to the first embodiment, when it is assumed that a customer to whom the support system is applied has significantly deteriorated judgment, the customer's family rather than the customer himself or herself is We will notify you of the situation and support systems that may be applicable. Therefore, it is possible to make the support system more reliably known to appropriate people, and it is possible to encourage the use of the support system.

[Second embodiment]
<Configuration of information presentation system according to second embodiment>
The configuration of an information presentation system 1B according to the second embodiment will be described with reference to FIG. 10. FIG. 10 is a schematic configuration diagram of an information presentation system 1B according to the second embodiment.

The information presentation system 1B includes a counter terminal 5 and an application server 3. The counter terminal 5 and the application server 3 communicate using a communication cable 4 (for example, a communication Ethernet cable compliant with standards such as IEEE) via a wide area Internet line or a dedicated line unique to the financial institution.

The counter terminal 5 is a dedicated information processing terminal for financial institutions or a general-purpose computer, and is equipped with a screen display, an information input device (keyboard, mouse, touch panel), and the like. The counter terminal 5 is an example of "presentation means" in the claims.

The application server 3 has a function of processing and determining customer information and information to be sent to the counter terminal 5 based on the customer information. The functions of the application server 3 are realized, for example, by executing a program.

A more specific configuration of the counter terminal 5 and the application server 3 will be described with reference to FIG. 11. FIG. 11 is a functional block diagram of the counter terminal 5 and the application server 3. Note that the configuration shown in FIG. 11 is merely an example and is not limited to the configuration shown here.

As shown in FIG. 11, the counter terminal 5 includes an operation input section 51 using a mouse, a keyboard, etc., a screen display section 52 using a liquid crystal display, a communication control section 54 that performs communication via a LAN, etc., and a control section 53 that controls these. Be prepared.

As shown in FIG. 11, the application server 3 includes a communication control unit 31 that performs communication via a LAN or the like, a storage unit 33 that stores customer information, etc., and a control unit 32 that controls these. The application server 3 has the same configuration as the first embodiment.

<Operation of the information presentation system according to the second embodiment>
The operation of the information presentation system 1B according to the second embodiment will be explained. Here, it is assumed that the determination result has already been registered in the application server 3 through the determination and registration process of the first embodiment.

“Processing of presentation to financial institution personnel”
If it is necessary to explain the support system to the customer or the customer's family (in other words, if the customer's judgment is impaired), the presentation instruction unit 323 provides instructions to a financial person (in this case, someone who operates the counter terminal 5) to explain the support system to the customer or the customer's family. operator) to explain the support system.

Referring to FIG. 12, the process of presenting support system information to financial institution personnel will be described. The operator of the counter terminal 5 calls a customer whose turn has come at the counter (step S51). During the customer's call, the counter terminal 5 transmits customer information (store number, account number) to the application server 3 and inquires about the judgment result (step S52).

Subsequently, the presentation instruction unit 323 of the application server 3 acquires information on whether the customer who is calling at the counter has registered the adult guardianship system and the agent system (step S53). The presentation instruction unit 323 refers to the judgment power information DB 332 shown in FIG. 4 to obtain whether or not the customer has registered an adult guardianship system and an agent system.

Next, the presentation instruction unit 323 determines whether the customer who is calling at the counter has registered the adult guardianship system (step S54). If the adult guardianship system has been registered (“Yes” in step S54), the process advances to step S55, and the registered system information (adult guardianship system) of the customer is transmitted to the counter terminal 5 (step S55). On the other hand, if the adult guardianship system has not been registered ("No" in step S54), the process advances to step S56.

If the adult guardianship system has not been registered (“No” in step S54), the presentation instruction unit 323 acquires the history of past explanations about the adult guardianship system and the agent system to the customer (step S56). The presentation instruction unit 323 refers to the explanation history DB 333 shown in FIG. 5 and acquires the explanation history for the customer.

Next, the presentation instruction unit 323 acquires the customer's age information (step S57). Furthermore, the presentation instruction unit 323 acquires the customer's judgment result information (step S58). Then, the presentation instruction unit 323 determines whether the latest judgment result is worse than the already explained stage (step S59).

If the situation is not worse than the already explained stage (“No” in step S59), the presentation instruction unit 323 transmits history information such as which system has been explained and when it has been explained to the counter terminal 5 (step S60). . On the other hand, if the situation is worse than the already explained stage (“Yes” in step S59), the presentation instruction unit 323 displays the registration information if registered in the agent system, the history information of past system explanations, the latest The determination result is transmitted to the counter terminal 5 (step S61).

Following step S60, the counter terminal 5 displays information on the registered system on its own screen and notifies the operator of the information on the registered system (step S62). The operator responds to the customer based on that information. Then, the process ends.

Following step S61, the counter terminal 5 displays the registration information, history information of past system explanations, and the latest judgment results on its own screen if it has been registered in the agent system, and provides this information to the operator. Notify (step S63).

Following step S63, the counter terminal 5 determines whether the latest judgment result is other than step (4) (step S64). If it is other than step (4) (“Yes” in step S64), the process advances to step S65. On the other hand, if it is step (4) (“No” in step S64), the process ends.

If the situation is other than step (4) (“Yes” in step S64), the counter terminal 5 determines whether more than half a year has passed since the system was last explained to the customer (step S65). If more than half a year has passed since the last explanation (“Yes” in step S65), the process advances to step S66. On the other hand, if more than half a year has not passed since the last explanation ("No" in step S65), the process ends.

If more than half a year has passed since the last explanation (“Yes” in step S65), the counter terminal 5 displays a message on its screen that an explanation of the adult guardianship system and the agent system is necessary based on the judgment result. and instructs the operator to explain the system after the transaction is completed (step S66).

As described above, in the information presentation system 1B according to the second embodiment, the bank staff not only follows up on transactions according to the customer's condition, but also provides an explanation of the support system according to the customer's current condition. You can explain the support system if there has been a period of time since the last explanation. Therefore, the support system can be made more reliably known to the customers who need it.

[Third embodiment]
<Configuration of information presentation system according to third embodiment>
The configuration of an information presentation system 1C according to the third embodiment will be described with reference to FIG. 13. FIG. 13 is a schematic configuration diagram of an information presentation system 1C according to the third embodiment.

The information presentation system 1C includes an ATM 2, an application server 3, and a lobby staff terminal 6. The ATM 2 and the application server 3 communicate via a wide area Internet line or a dedicated line unique to the financial institution using a communication cable 4 (for example, an Ethernet cable for communication based on standards such as IEEE). In addition, the lobby staff terminal 6 and the application server 3 communicate wirelessly using a communication cable 4 (for example, an Ethernet cable for communication in accordance with standards such as IEEE), Wi-Fi, infrared rays, Bluetooth (registered trademark), etc. (not shown) and communicate via wide-area Internet lines or financial institutions' own dedicated lines.

The ATM 2 is installed in, for example, a financial institution store, an ATM corner, a convenience store, etc., and performs cash-related transactions such as deposit transactions and withdrawal transactions with users. ATM2 is equipped with a screen display and information input devices (keyboard, touch panel), etc.

The lobby staff terminal 6 is a general-purpose computer, a tablet terminal, or the like, and is equipped with functions that allow screen output using a liquid crystal display and input operations using a keyboard, touch panel, or the like. The lobby staff terminal 6 is an example of "presentation means" in the claims.

The application server 3 has a function of processing and determining customer information and information to be sent to the ATM 2 and the lobby staff terminal 6 based on the customer information. The functions of the application server 3 are realized, for example, by executing a program.

With reference to FIG. 14, a more specific configuration of the ATM 2, lobby staff terminal 6, and application server 3 will be described. FIG. 14 is a functional block diagram of the ATM 2, the lobby staff terminal 6, and the application server 3. Note that the configuration shown in FIG. 14 is merely an example, and is not limited to the configuration shown here.

As shown in FIG. 14, the ATM 2 includes an operation input section 21 using a touch panel, a keyboard, etc., a screen display section 22 using a liquid crystal display, a communication control section 24 that performs communication using a LAN, etc., and a control section 23 that controls these. The ATM 2 has the same configuration as the first embodiment.

As shown in FIG. 14, the application server 3 includes a communication control unit 31 that performs communication via a LAN or the like, a storage unit 33 that stores customer information, etc., and a control unit 32 that controls these. The application server 3 has the same configuration as the first and second embodiments.

As shown in FIG. 14, the lobby staff terminal 6 includes an operation input section 61 using a touch panel, a keyboard, etc., a screen display section 62 using a liquid crystal display, a communication control section 64 for communicating via LAN, wireless, etc., and controlling these. A control section 63 is provided.

<Operation of the information presentation system according to the third embodiment>
The operation of the information presentation system 1C according to the third embodiment will be explained. Here, it is assumed that the determination result has already been registered in the application server 3 through the determination and registration process of the first embodiment.

“Processing of presentation to financial institution personnel”
When it is necessary to explain the support system to the customer or the customer's family (in other words, when the customer's judgment is impaired), the presentation instruction unit 323 explains the support system to financial personnel (lobby staff in this case). have them explain.

With reference to FIG. 15, the process of presenting support system information to financial institution personnel will be described. The customer moves to ATM 2 and starts a transaction using ATM 2 (step S71). The ATM 2 transmits customer information (branch number, account number) to the application server 3 after the customer starts a transaction (or at the same time as the start of the transaction) (step S72).

The processing in steps S73 to S81 of the application server 3 shown in FIG. 15 is the same as steps S53 to S61 shown in FIG. 12, except that the information transmission destination is changed to the lobby staff terminal 6. Therefore, detailed explanation of the processing will be omitted here.

Following step S80, the lobby staff terminal 6 checks the latest judgment result (step S82). If the latest judgment result is at stage (1) or (2), the process ends. On the other hand, if the latest judgment result is at step (3) or (4), the process advances to step S88.

Following step S81, the lobby staff terminal 6 checks the latest judgment result (step S83). When the latest judgment result is in step (2), the lobby staff terminal 6 displays the customer's judgment result, customer information, and which ATM 2 is being operated on its own screen. , informs the lobby staff of this information (step S84). Further, the lobby staff terminal 6 displays on the screen a prompt to explain the agent system after the transaction is completed, and instructs the lobby staff to explain the system (step S85). For example, after the lobby staff confirms that the customer has completed the transaction, they ask the customer to explain the system.

In step S83, if the latest judgment result is at step (3), the lobby staff terminal 6 displays the customer's adult guardianship system registration information, judgment result, customer information, and which ATM 2 is being operated. This information is displayed on the customer's own screen, the lobby staff is notified of this information, and the customer is instructed to support the customer's transaction using the ATM 2 (step S86). Further, the lobby staff terminal 6 displays on the screen a prompt to explain the adult guardianship system after the transaction and support is completed, and instructs the lobby staff to explain the system (step S86). For example, after the lobby staff confirms that the customer has completed the transaction, they ask the customer to explain the system.

If the latest judgment result in step S82 is at stage (3) or (4), or if the latest judgment result in step S83 is at stage (4), the lobby staff terminal 6 Displays the customer's adult guardianship system registration information, judgment result, customer information, and which ATM is being operated on its own screen, notifies lobby staff of this information, and allows transactions using the customer's ATM2. (Step S88).

As described above, the information presentation system 1C according to the third embodiment can determine whether or not support from lobby staff is necessary and provide support without the customer raising his or her voice. Additionally, opportunities to explain support systems that may be applicable can be increased.

[Modified example]
Although the embodiments of the present invention have been described above, the present invention is not limited thereto, and can be implemented without changing the spirit of the claims. Modifications of the embodiment are as shown below, for example.

In the first embodiment, the customer's decision-making ability is determined from the operation information of the ATM 2, and a support system to recommend the use of is determined based on the result of the determination. However, the device that acquires the operation information is not limited to the ATM 2. The device that acquires the operation information may be, for example, a reception terminal of a financial institution, a smartphone on which an application of the financial institution has been downloaded, or the like. In that case, the criteria and table shown in FIG. 7 are preferably adjusted according to the device that acquires the operation information. The adjustment method may be weighting of the criteria shown in FIG.

Furthermore, in the first embodiment, a case where an explanation regarding a support system is presented to the ATM 2 has been described as an example. However, the device that presents the explanation regarding the support system is not limited to the ATM2. For example, an explanation about the support system may be presented when a customer's family visits a financial institution's branch and uses a reception terminal, conducts a transaction at a financial institution's counter, or accesses internet banking. .

Furthermore, each embodiment has been described assuming that a customer and his or her family have accounts at the same financial institution. However, it is also possible to construct a database that stores judgment results and support systems in association with information that is not tied to a specific financial institution, such as My Number. By doing so, there is no need to separately register information on family structure, so it is possible to provide an opportunity to quickly and completely explain the support system to the target customer and family. Further, the database may be constructed using KYC (Know Your Customer) information acquired in connection with customer identity verification.

Furthermore, although the second and third embodiments have been described assuming a case where a customer visits a store, the present invention can also be applied to a case where a transaction or an interview is conducted outside the store. For example, even when a customer is not visiting the store, such as when an external relations person goes to the customer's home, information about the customer who is planning to visit can be obtained in advance using a counter terminal or a computer connected to an application server. By setting up the support system, you can explain the support system to customers when you visit them.

Furthermore, in each embodiment, it is assumed that support system information is displayed via a screen. However, the method of presentation is not limited to this, and the support system information may be notified to customers etc. using voice, writing, or the like.

1A, 1B, 1C Information presentation system 2 ATM (customer terminal, presentation means)
3 Application server (information presentation device)
5 Counter terminal (presentation means)
6 Lobby staff terminal (presentation means)
32 Control unit 321 Acquisition unit 322 Determination unit 322a System determination unit 322b Presentation destination determination unit 323 Presentation instruction unit 33 Storage unit 331 Customer information DB
332 Judgment information DB
333 Explanation history DB

Claims (7)

An information presentation system that presents support system information connected to a support system for supporting customers established by law ,
A customer terminal operated by a financial institution customer,
an information presentation device that causes a presentation means to present the support system information,
The information presentation device includes:
a determination unit that determines whether or not it is necessary to use the support system using the customer operation information acquired from the customer terminal;
a presentation instruction section that instructs the presentation means to present the support system information based on the judgment result of the judgment section ;
The determination unit includes a system determination unit that selects the appropriate support system based on either or both of operation time information regarding the time for operating the customer terminal and operation error information regarding operation errors;
An information presentation system characterized by: The support system includes a voluntary agent system in which another person can carry out procedures within a predetermined range on behalf of the customer, and a system in which another person manages assets in place of a customer with reduced judgment capacity. It includes an adult guardianship system that can be carried out ,
The presentation instruction unit causes the support system information to be presented in accordance with the support system determined by the determination unit.
The information presentation system according to claim 1, characterized in that: The determination unit includes a presentation destination determination unit that determines a target person to whom the support system information is presented;
The system determination unit further determines the use of a voluntary guardianship system and a statutory guardianship system in the use of the adult guardianship system,
The presentation destination determination unit includes:
determining to present the support system information to the customer when the voluntary representative system or voluntary guardianship system is selected as the appropriate support system;
When a legal guardianship system is selected as the appropriate support system, deciding to present the support system information to the customer-related parties;
The information presentation system according to claim 2 , characterized in that: The presentation means is a terminal used by a person related to the financial institution in a store of the financial institution,
The presentation instruction unit causes the presentation means to present the support system information when the customer or a person related to the customer visits the store.
The information presentation system according to claim 1 or claim 2, characterized in that: An information presentation device that presents support system information connected to a support system for supporting customers established by law ,
a determination unit that determines whether or not to use the support system using operation information of the customer acquired from a customer terminal operated by the customer of the financial institution;
a presentation instruction section that instructs presentation means to present the support system information based on the judgment result of the judgment section;
The determination unit includes a system determination unit that selects the appropriate support system based on either or both of operation time information regarding the time to operate the customer terminal and operation error information regarding operation errors;
An information presentation device characterized by: An information presentation method for causing a computer to present support system information connected to a support system for supporting customers established by law, the method comprising:
The computer includes:
a determination step of determining whether or not to use the support system using operation information of the customer obtained from a customer terminal operated by the customer of the financial institution;
a presentation instruction step of instructing a presentation means to present the support system information based on the determination result of the determination step ;
The determination step includes a system determination step of selecting the appropriate support system based on either or both of operation time information regarding the time to operate the customer terminal and operation error information regarding operation errors.
An information presentation method characterized by: A program for causing the computer to execute the information presentation method according to claim 6 .

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