JPH0554054A - Customer guide system in failure of unmanned operating system - Google Patents

Abstract

PURPOSE:To output guide information to another branch to a customer when an unmanned operation is interrupted. CONSTITUTION:It is decided whether or not all the automatic equipment 11-21-31 ...in the branch are disabled ar every branch (a), (b), (c) by a centralized monitoring device 2 which monitors the automatic equipment of the branches (a), (b), and (c). For example, it is decided whether or not all the automatic equipments 11-13 in the branch (a) are disabled. When all the automatic equipments 11-13 in the branch (a) are disabled, the use of the branch (b) near to the branch (a) is informed from the centralized monitoring device 2 to the branch (a). The automatic equipments 11, 12, or 13 of the branch (a) receiving such notice displays the guide information to visit another branch (b) by a guide information display device 14, 15, or 16.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an unmanned operation system for financial automation equipment and the like, and relates to a customer guidance system at the time of failure of the unmanned operation system when customer service is disabled due to a failure of the device.

[0002]

2. Description of the Related Art Automated equipment in financial institutions performs cash withdrawal processing by an unmanned operation system on days other than business days of stores. Such an unmanned operation system is configured by connecting a centralized monitoring device to an automated device installed in each store of a financial institution via a communication line. Conventionally, this type of system outputs a customer guidance screen for a failure during unmanned operation. Such a customer guidance screen is displayed in uniform language. This word is
For example, "I can no longer handle it.", "Please call the window during business hours." Further, even when a plurality of devices are installed, the same guidance screen as described above is displayed even when one device is discontinued.

[0003]

However, the above-mentioned conventional techniques have the following problems. In other words, if all the automated equipment installed in the sales office becomes an obstacle and all of them are discontinued, unmanned operation cannot be performed. In this case, unattended operation cannot be resumed unless a distant staff member comes to perform recovery work, but in many cases, it will be carried over until the next business day. Therefore,
The customer must come to the next business day or go to another business. However, when the customer wants to go to another business office, he is not informed of where the nearest business office is, and there is a problem that the service to the customer is very poor.

The present invention has been made by paying attention to the above points, and it is possible to grasp whether or not the fully-automated equipment of the corresponding sales office has become unusable, and if the fully-automated equipment is unusable,
It is an object of the present invention to provide a customer guidance system at the time of a failure of an unmanned operation system that displays a map to the nearest store and guides the customer and is excellent in customer service.

[0005]

[Means for Solving the Problems] The unmanned operation system according to the present invention for guiding customers at the time of a failure is to centrally monitor each automation device of each sales office, and to automate all automations in each sales office. A central monitoring device that determines whether the equipment is unhandled and notifies the sales office that all the automated equipment is unhandled to the operating shop that is close to the sales office, Installed in each automation equipment of each of the above-mentioned sales offices,
It is characterized by comprising a guide information display device for displaying guide information to other business offices to a customer.

[0006]

According to the unmanned operation system of the present invention, in the customer guidance system at the time of failure, the centralized monitoring device for centrally monitoring each automation device of each sales office allows all the automation equipment in each sales office to be monitored. Is determined to be unhandled. Then, to a sales office where all the automated equipments cannot be handled, a sales office that is close to the sales office is notified. Upon receiving this notification, the automated equipment of the sales office displays the guidance information to the other sales office to the customer by the guidance information display device.

[0007]

Embodiments of the present invention will now be described in detail with reference to the drawings. FIG. 1 is a block diagram of an embodiment of a customer guidance system at the time of failure of the present invention. The illustrated system comprises an accounting host 1, a centralized monitoring device 2, and business offices a, b, c, etc. The sales offices a, b, and c have automation equipment 11,
..., 21, ..., 31, ... are provided. These automatic equipments 11, ..., 21, ..., 31, ... Are respectively connected to the accounting host 1 and the centralized monitoring device 2 via communication lines.

The accounting host 1 is composed of the automation devices 11, ..., 2
, ..., 31, ... Performs withdrawal processing and the like based on the customer information sent via the communication line, and sends the result to the automation equipment 11 ,.
The centralized monitoring device 2 has the automation equipment 11, when the salespersons a, b, and c are not in the business state, and therefore there is no staff in the store.
..., 21, ..., 31, ... are centrally managed. The centralized monitoring device 2 determines whether or not all of the automation devices 11, ..., 21, ..., 31, ... In the sales offices a, b, and c are unhandled.

For example, for a sales office a, it is determined whether or not all the automation devices 11, 12, 13 in the sales office a are unhandled. Then, when all the automation devices 11, 12, 13 in the business office a become unhandled, the centralized monitoring device 2 notifies the business office a of the business office b that is close to the business office a. It The automated equipment 11, 12 or 13 of the sales office a that has received this notification displays the guidance information for the customer to go to another sales office b by the guidance information display device 14, 15 or 16.

FIG. 2 is a block diagram showing a detailed configuration of each automation device. The illustrated device is a communication control device 41.
A CPU 42, a memory 43, a voice generator 44,
The operation procedure display unit 45, the customer operation unit 46, the card reader 47, the slip issuing machine 48, the passbook recording machine 49, and the cash depositing / dispensing machine 50. The communication control device 41 is a control device for communicating with each of the accounting host 1 and the centralized monitoring device 2 via a modem and a communication line. CP
U42 controls each part of the device.

The memory 43 is composed of a RAM (random access memory) or the like, and stores data received from the accounting host 1 or the centralized monitoring device 2 by the communication control device 41 and data input by the customer by the customer operation unit 46. Store temporarily. The voice generator 44 provides operation guidance to the customer and other services by using synthetic voice. The operation procedure display unit 45 is composed of a CRT or the like, and shows the operation procedure to the customer using a picture or the like. The customer operation unit 46 is composed of a keyboard, a touch panel provided on a CRT, or the like.

The card reader 47 is for reading a magnetic stripe of a magnetic card brought by a customer for identification. The slip issuing machine 48 issues a slip in which the transaction result is described. The passbook recorder 49 prints a transaction history on the passbook when the customer brings the passbook. The cash depositing / dispensing machine 50 is equipped with a bill validator, a cash stacker, and the like, and sends a 1,000-yen ticket, a 10,000-yen ticket, or the like to a customer.

FIG. 3 is a flow chart for explaining the processing outline of the method of the present invention. Further, FIG. 4 is a diagram showing an example of a display screen of failure of some machines, FIG. 5 is a diagram showing an example of a display screen of failure of all machines, and FIG. 6 is an example of a display screen of service failure at the nearest store. FIG. It is assumed that three automation devices 11, 12, and 13 are operating in the business office a shown in FIG. 1, and the automation device 11 is disabled due to a failure. in this case,
Failure notification is transmitted to the centralized monitoring device 2 (step S
1). As a result, the centralized monitoring device 2 grasps the operation status of all the units, if there is some automated equipment in operation, if there is no automated equipment in operation, or if there is an automated equipment at the nearest store. The automated device 11 returns a response according to
Receives this response (step S2).

On the basis of this response, the automation device 11 displays the partial failure screen of FIG. 4 when some devices cannot be handled (step S3) (step S9). If all the machines cannot be handled (step S4), the all machine failure screen of FIG. 5 is displayed (step S5). At this time, the centralized monitoring device 2
The operation of the nearest store is confirmed from the information sent from (step S6), and the branch and the location of the branch that cannot be serviced are erased from the screen (step S7).

If all the nearest stores are out of service (step S4), an inquiry is made to the centralized monitoring device 3 of another bank (step S10) to introduce the nearest store through a partnership with another bank (step S11). ). An example of the screen is shown in FIG. 6 when the service at the nearest store is unavailable. Also at this time, the operation of the nearest store is confirmed from the information sent from the centralized monitoring device 3 of another bank (step S12), and the branch and the position of the branch that cannot be serviced are erased from the screen (step S13).

In the above-mentioned embodiment, the guide information to the customer is displayed by the CRT provided in the automated equipment, but the present invention is not limited to this, and the map to the nearest store is printed. It also includes a device equipped with a printer for outputting. Further, in the above-described embodiment, first, the nearest store of the own bank is displayed for guidance (FIG. 5), and the nearest stores of other banks are guided only when all of the nearest stores of the own bank are not serviceable. (Fig. 6). However,
It is okay to display all the nearest stores of all other banks with which your bank is affiliated at the same time. In this case, when the customer selects another bank, a large fee will be charged. Therefore, it is preferable for the customer service to inform the customer of that fact as well.

[0017]

As described above, according to the customer guidance method for a failure of the unmanned operation system of the present invention, when the service at the sales office becomes unavailable, another nearest sales person who can provide the service is provided. Since the centralized monitoring device is used to search for a store and display the guide, it is possible to introduce an appropriate nearest sales store and improve customer service. That is, since the centralized monitoring device can detect the unavailability of all or some of the machines, it is possible to properly guide the screen.

[Brief description of drawings]

FIG. 1 is a block diagram of an embodiment of a customer guidance system during a failure according to the present invention.

FIG. 2 is a block diagram showing a detailed configuration of each automation device.

FIG. 3 is a flowchart illustrating an outline of processing according to the method of the present invention.

FIG. 4 is a diagram showing an example of a display screen of a partial machine failure.

FIG. 5 is a diagram showing an example of a display screen showing all machine failures.

FIG. 6 is a diagram showing an example of a display screen indicating that the nearest store service is impossible.

[Explanation of symbols]

 2 Centralized monitoring device 11, ..., 21, ..., 31, ... Automation device 14, ..., 24, ..., 34, ... Guidance information display device a, b, c Sales office

─────────────────────────────────────────────────── ─── Continuation of the front page (51) Int.Cl. ⁵ Identification code Internal reference number FI Technical display location G07F 19/00

Claims (1)

[Claims] 1. Centralized monitoring of each automation device of each sales office, it is judged for each sales office whether all the automation devices in the sales office cannot be handled, and all automation devices handle it. For a disabled sales office, a centralized monitoring device for notifying the sales office that is close to the sales office, and each automation device of the sales office, are installed in the sales office, A customer guidance system for an unmanned operation system at the time of a failure, which comprises a guide information display device for displaying guide information to a store.