JPH06282726A - Automatic transaction machine - Google Patents

Abstract

PURPOSE:To provide the automatic transaction machine which enables smooth transacting operations even when a customer is a foreigner. CONSTITUTION:A main control part (control means and fault detecting means) transmits operation guide information in a certain language selected by an input part 9b (selecting means) to the foreign customer by using a speaker (voice generating means) 14 and a display part (picture display part) 9a. The foreign customer can smoothly perform the transacting operations. When the main control part detects any fault in the process of transaction processing based on the operations of the foreign customer, the main control part transmits fault contents information described in both of the selected language and Japanese to the foreign customer and a clerk by using the display part 9a and transmits the fault contents information in the selected language to the foreign customer by using the speaker 14. The foreign customer can recognize the fault contents information and the clerk can suitably deal with the fault corresponding to the fault contents information in Japanese displayed on the display part 9a.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic transaction device,
More specifically, for example, an automatic teller machine (AT) that is installed in a financial institution such as a bank and automatically deposits and withdraws cash.
M), etc.

[0002]

2. Description of the Related Art In recent years, since customers of automatic transaction devices are not only Japanese but also foreigners, operation guidance is provided by screens and voices in foreign languages. Foreigners can easily perform transaction operations such as depositing accounts.

[0003]

However, in the conventional automatic transaction apparatus, when a failure occurs during a transaction, sufficient guidance is not given to the foreigner, and the transaction status and the obstacle for the foreigner are not provided. There was a problem that the contents were difficult to understand and smooth trading operations could not be performed. This problem is especially great for non-English speaking foreigners.

Therefore, the present invention has been made in view of the above circumstances, and an object of the present invention is to provide an automatic transaction apparatus capable of performing a smooth transaction operation even if a customer is a foreigner.

[0005]

In order to achieve the above object, an automatic transaction apparatus according to claim 1 is a voice generating means for generating a voice in an automatic transaction apparatus for performing a predetermined transaction process based on a customer operation. A screen display means for displaying a screen, a selection means for selecting a predetermined language, a failure detection means for detecting a failure in transaction processing, and operation guidance information in the language selected by the selection means as the voice generation means. And a control means for outputting the content of the failure by the screen display means, and for outputting the failure content information in the selected language and Japanese when the failure detection means detects the failure by the screen display means. It is what

The automatic transaction apparatus according to claim 2 is an automatic transaction apparatus which performs a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, and a predetermined operation. Selection means for selecting the language of
Failure detection means for detecting a failure in transaction processing and operation guidance information in the language selected by the selection means are output by the voice generation means and screen display means, and when the failure detection means detects a failure, the It has a control means for outputting the failure content information in both the selected language and Japanese by the screen display means and for outputting the failure content information in the selected language by the voice generating means. Is.

The automatic transaction device according to claim 3 is an automatic transaction device that performs a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, and a predetermined operation. Selection means for selecting the language of
Failure detection means for detecting a failure in transaction processing, call means arranged near the device and capable of making a call with a centralized management device side for managing a plurality of the devices, and operation guide information in the language selected by the selection device. And a control means for outputting the content of failure by the voice generation means and the screen display means, and when the failure detection means detects a failure, outputs failure content information in the selected language and Japanese together. It is characterized by having.

The automatic transaction device according to claim 4 is an automatic transaction device which performs a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, and a predetermined operation. Selection means for selecting the language of
Failure detection means for detecting a failure in transaction processing, call means arranged near the device and capable of making a call with a centralized management device side for managing a plurality of the devices, and operation guide information in the language selected by the selection device. Output by the voice generating means and the screen display means, and when the failure detecting means detects a failure, the failure content information in which the selected language and Japanese are written together is output by the screen display means and is selected. And a control means for outputting the fault content information in the different language by means of the voice generation means.

[0009]

According to the automatic transaction apparatus of claim 1, when the foreign customer selects the language of his / her country by the selecting means, the control means outputs the operation guidance information in the selected language to the voice generating means and the screen. Output on display means to inform foreign customers. Since the foreign customer is guided to operate in both his / her hearing and sight in his / her own language, he / she can smoothly perform the transaction operation. When the failure detection means detects a failure in the process of transaction processing based on the operation by a foreign customer, the control means outputs the failure content information in the selected language and Japanese on the screen display means. Notify foreign customers and staff. Foreign customers can visually know the disability information in their own language. The clerk can properly respond to the trouble content information in Japanese displayed on the screen display means.

According to the automatic transaction apparatus of the second aspect, when the foreign customer selects the language of his / her own country by the selecting means, the control means outputs the operation guide information in the selected language to the voice generating means and the screen. Output on display means to inform foreign customers. Since the foreign customer is guided to operate in both his / her hearing and sight in his / her own language, he / she can smoothly perform the transaction operation. When the failure detection means detects a failure in the process of transaction processing based on the operation by a foreign customer, the control means outputs the failure content information in the selected language and Japanese on the screen display means. The information is transmitted to the foreign customer and the staff, and the fault content information in the selected language is output by the voice generating means and transmitted to the foreign customer. Foreign customers can know the content of disability information in their own language by both hearing and vision. The clerk can properly respond to the trouble content information in Japanese displayed on the screen display means.

According to the third aspect of the present invention, when the foreign customer selects the language of his / her own country by the selecting means, the control means outputs the operation guide information in the selected language to the voice generating means and the screen. Output on display means to inform foreign customers. Since the foreign customer is guided to operate in both his / her hearing and sight in his / her own language, he / she can smoothly perform the transaction operation. If the failure detection means detects a failure in the process of transaction processing based on the operation by a foreign customer, during the business hours, the control means will display the failure content information in both the selected language and Japanese. Is displayed on the screen display means and transmitted to foreign customers and staff. Foreign customers can visually know the disability information in their own language. The clerk can properly respond to the trouble content information in Japanese displayed on the screen display means. In addition, when it is outside business hours, the foreign customer can call the administrator of the centralized management device side by means of a telephone call means, and the administrator can allow the foreign customer to perform an appropriate operation. .

According to the automatic transaction apparatus of claim 4, when the foreign customer selects the language of his / her own country by the selection means, the control means outputs the operation guidance information in the selected language to the voice generating means and the screen. Output on display means to inform foreign customers. Since the foreign customer is guided to operate in both his / her hearing and sight in his / her own language, he / she can smoothly perform the transaction operation. If the failure detection means detects a failure in the process of transaction processing based on the operation by a foreign customer, during the business hours, the control means will display the failure content information in both the selected language and Japanese. Is output to the foreign customer and the staff in charge by the screen display means, and the fault content information in the selected language is output to the foreign customer by the voice generating means. Foreign customers can know the content of disability information in their own language by both hearing and vision. The clerk can properly respond to the trouble content information in Japanese displayed on the screen display means. In addition, when it is outside business hours, the foreign customer can call the administrator of the centralized management device side by means of a telephone call means, and the administrator can allow the foreign customer to perform an appropriate operation. .

[0013]

Embodiments of the present invention will now be described in detail with reference to the drawings.

FIG. 1 is a block diagram of an automatic transaction system showing an application example of the automatic transaction apparatus of the present invention.

The automatic transaction system shown in the figure has a host computer 41 for controlling the entire system, and a plurality of host computers 41 are provided to the host computer 41 via a centralized monitoring device (centralized monitoring center) 45 and an online line 40. The automatic transaction device 1 according to the present invention is connected. Further, a reporting device 36 is connected to the automatic transaction device 1 via a remote monitoring device (remote monitor; R / M) 34, and the reporting device 36 includes an intercom 3 as a communication means.
The centralized monitoring device 45 is connected to the central monitoring device 45 via the public network 5 and the public line 37. The public line 37 may be a dedicated line.

In this system, the automatic transaction device 1
The normal transaction processing can be performed by communicating with the host computer 41 via the corresponding online line 40. Further, the remote monitoring device 34 is for monitoring the status of the corresponding automatic transaction device 1, and sends information to be transmitted to the centralized monitoring device 45 via the notification device 36 and the public line 37 as necessary. And transmits it to the centralized monitoring device 45. The intercom 35 is used for inquiring of a customer when a failure occurs. The centralized monitoring device 45 includes an intercom 45a and a display unit 45b. When a failure occurs in the automatic transaction device 1, the centralized monitoring device 45 receives a call from the customer through the interphone 35 on the automatic transaction device 1 side, and the intercom 45 on the centralized monitoring device side 45.
Calls can be made at a. As the above-mentioned obstacles, abnormalities in taking in and discharging cards, abnormalities in depositing and withdrawing banknotes and coins,
There is an abnormality in the transportation of transaction media such as a passbook. Also, when the user forgets to take the card or cash, the centralized monitoring device 45 is notified as an obstacle.

FIG. 2 is a perspective view showing an embodiment of the automatic transaction device 1 of the present invention, and FIG. 3 is a block diagram thereof.

The automated teller machine 1 has a box-shaped casing 2, and a substantially L-shaped operating portion 3 composed of a vertical operating portion 3a and a horizontal operating portion 3b is provided on the front surface of the housing 2. Is forming.

The vertical operation section 3a of the operation section 3 includes a passbook insertion slot 4, a card insertion slot 5, a coin deposit / withdrawal slot 10, a bill issuing slot 6 and a voice generating means for additionally providing voice guidance. A speaker hole 14a for the voice guidance speaker 14 is provided.

The horizontal operation unit 3b of the operation unit 3 is provided with a door 8 which can be opened and closed, and a bill receiving / dispensing port 7 which serves as both a depositing port and a dispensing port, and a display / input means 9.

The display / input unit 9 is a display unit 9a as a screen display unit such as a CRT display and an input unit 9 as a selection unit such as a touch sensor.
b. The operation guide information such as the operation procedure is displayed on the display unit 9a in the form of illustration characters or words. By displaying in this way, not only the operation guidance is provided to the customer, but also the part of the input unit 9b corresponding to the display position of the personal identification number, the amount of money, the account number, the transaction approval, confirmation or cancellation is displayed. The operation is performed by pressing.

The display portion 9a of the display / input means 9 has, for example, an initial screen as an item selection key 51 in Japanese as shown in FIG. 4 and an "ENGLISH" key as a selection key for operation guidance in another foreign language. 52, "Chinese" key 5
3, a screen composed of a "FRANCAIS" key 54 is displayed. On this display screen, the operation guide selection key in English, that is, "ENGLISH"
When the key 52 is input through the input section 9b, the display section 9
a displays the screen of the item selection key 55 in English as shown in FIG. At this time, cancel key 5
By inputting 6, the screen returns to the original screen shown in FIG.

In the case 2, a main control section 21 and a power source section 33 are provided as a failure detection means for controlling the entire automatic transaction apparatus 1 and detecting a failure in transaction processing. The main control unit 21 includes a magnetic card reader unit 22, a slip processing unit 23, a passbook printing unit 24, a bill depositing / dispensing unit 25, a coin depositing / dispensing unit 26, a customer service unit 27 including the display / input means 9, and the like. Voice guidance unit 28 as voice generating means, internal monitor 29, R
AM 30, transmission control unit 31, and floppy disk 32
To control. In addition, the main controller 21
It is connected to a remote monitoring device 34 for staff provided outside.

The magnetic card reader unit 22 arranged in the housing 2 receives the card inserted from the card insertion slot 5 and receives account information such as a personal identification number and an account number from the magnetic stripe portion on the card. It is a thing. Further, the slip processing unit 23 issues a slip in which the transaction contents are printed from the slip issuing port 6. The passbook printing unit 24 reads the magnetic stripe portion of the passbook inserted from the passbook insertion port 4 and records the transaction content on the passbook and journal paper (not shown). The banknote pay-in / pay-out unit 25 has a function of receiving a banknote inserted in the banknote pay-in / pay-out port 7 and paying out a specified amount of banknote to the banknote pay-in / pay-out port 7. The coin depositing / dispensing unit 26 has a function of receiving coins inserted in the coin depositing / dispensing port 10 and dispensing a designated amount of coins to the coin depositing / dispensing port 10. The voice guidance unit 28 provides voice guidance to the customer through the speaker 14. The internal monitor 29 is for a staff member, which includes a liquid crystal display device (LCD) with a built-in touch sensor. The RAM 30 stores the storage state of each safe according to the inspection result from the inspection unit (not shown) in the banknote deposit / withdrawal unit 25. The transmission control unit 31 controls data transmission between the main control unit 21 and the online line 40 for the host computer 41.
The floppy disk 32 stores information about financial institutions necessary for transfer transactions, such as a data file in which bank names and branch names are stored in the order of Japanese syllabary, and display data for operating guidance for Japanese, English, Chinese, and French. Has been done.

Next, the operation of this embodiment will be described with reference to the flow charts shown in FIGS. 8, 9 and 10.

For example, now, the main control unit 21 displays an initial screen on the display / input means 9 during standby, which allows the selection of transaction items and the selection of operation guidance in other foreign languages as shown in FIG. Yes (S1). In this display / input means 9, in addition to the transaction item selection key 51 in Japanese, the transaction guide selection instruction keys 52 to 54 in a foreign language other than Japanese are also displayed.

In this state, if the item selection key 51 is pressed (S2), the main control unit 21 determines that the transaction is in Japanese, and the RAM 3 indicates that the transaction guidance is in Japanese.
It is stored in 0 (S3). In this state, using the guidance for the selected trade item, the trade process for that trade item is performed (S4). When this transaction processing is completed (S6), the process returns to step S1 and the display / input means 9
The initial screen is displayed with.

In the middle of the transaction process for the selected transaction item, if the card is in a dormant state due to a failure such as a card take-in error (S5), the main control section 21
A failure screen is displayed in Japanese on the display / input means 9 and the speaker 14 guides the occurrence of the failure in Japanese (S7).

By pressing the "HELP" key on this screen (S8), the detailed contents of the failure are displayed in Japanese on the display / input means 9 (ST9).

During business hours, a staff member can give a sufficient response by showing the details of the failure displayed on the display / input means 9 to the customer.

If the intercom 35 in the vicinity of the automated teller machine 1 with which the customer corresponds is taken out of the business hours, the notification device 36 causes the intercom 35 and the public line 37 between the interphone 45a of the centralized monitoring device 45. Connect. With this connection to the public line 37, the clerk of the centralized monitoring device 45 uses the intercom 45a to explain the contents of the failure to the customer. At this time, the customer is urged to refer to the failure screen displayed on the display / input means 9 of the automatic transaction apparatus 1 to which the customer corresponds.

On the initial screen of step S1,
When the "ENGLISH" key 52 is pressed (S2
1), the main control unit 21 determines that the operation guide is in English, stores it in the RAM 30 (S22), reads out the English item selection screen data and the guide message from the floppy disk 32, and the display / input means 9 displays the data in FIG. An item selection screen in English as shown in is displayed, and operation guidance in English is given by the speaker 14 (S23).

Then, when the customer inputs a transaction item (S24), the transaction processing for the selected transaction item is performed using the guidance for the selected transaction item (S25).
When this transaction processing is completed (S27), the process returns to step S23, and the item selection screen in English is displayed on the display / input means 9.

In the course of performing the transaction processing for the selected transaction item, if the card is in a dormant state due to a failure such as a card take-in error (S26), the main control section 21
A failure screen as shown in FIG. 6 is displayed on the display / input means 9 in both Japanese and English, and the speaker 14 guides the occurrence of the failure in English (S28).

By pressing the "HELP" key in FIG. 6 (S29), the detailed contents of the fault are displayed on the display / input means 9 in both Japanese and English as shown in FIG. 7 (S30). ).

During business hours, both Japanese and English are written, so the staff member can give a sufficient response by showing the details of the fault displayed on the display / input means 9 to the customer.

When it is outside the business hours, when the intercom 35 near the automatic transaction device 1 with which the customer corresponds is picked up, the notification device 36 causes the intercom 35 and the public line 37 between the interphone 45a of the centralized monitoring device 45. Connect. With this connection to the public line 37, the clerk of the centralized monitoring device 45 uses the intercom 45a to explain the contents of the failure to the customer. At this time, the customer is urged to refer to the failure screen displayed on the display / input means 9 of the automatic transaction apparatus 1 to which the customer corresponds.

On the initial screen of step S1,
When the "Chinese" key 53 is pressed (S41), the main control unit 21 determines the Chinese operation guide and sends it to RA.
It is stored in M30 (S42), the Chinese item selection screen data and the guidance message are read from the floppy disk 32, the item selection screen in Chinese is displayed on the display / input means 9, and the operation in Chinese is performed by the speaker 14. Information is given (S43).

Next, when the customer inputs a transaction item (S44), the transaction process for the selected transaction item is performed using the guidance for the selected transaction item (S45).
When this transaction process is completed (S47), the process returns to step S43, and the item selection screen in Chinese is displayed on the display / input means 9.

In the middle of the transaction processing for the selected transaction item, if the card is in a dormant state due to a failure such as a card taking-in error (S46), the main control section 21
A failure screen similar to that shown in FIG. 6 is displayed on the display / input means 9 in both Japanese and Chinese, and the speaker 14 guides the occurrence of the failure in Chinese (S48).

By depressing the "HELP" key on this screen (S49), the detailed contents similar to those shown in FIG. 7 are displayed on the display / input means 9 in both Japanese and Chinese. Display (S50).

During business hours, both Japanese and Chinese are written. Therefore, the clerk can give a sufficient response by showing the details of the failure displayed on the display / input means 9 to the customer. .

If the intercom 35 near the automated teller machine 1 with which the customer corresponds is taken out, the reporting device 36 causes the intercom 35 and the public line 37 between the intercom 45a of the centralized monitoring device 45 to be taken outside the business hours. Connect. With this connection to the public line 37, the clerk of the centralized monitoring device 45 uses the intercom 45a to explain the contents of the failure to the customer. At this time, the customer is urged to refer to the failure screen displayed on the display / input means 9 of the automatic transaction apparatus 1 to which the customer corresponds.

According to the above-described embodiment, when a failure occurs during the transaction, the state of the automatic transaction device and the state of the transaction are written in both foreign language and Japanese. The above state can be easily understood on the display screen of the input means 9. Also, since the pronunciation is made in a foreign language, it is possible to double check. Furthermore, when a staff member explains or guides the customer, the foreign staff and the Japanese language are used together so that the customer can easily confirm the details of the disability and transaction even if the customer is a foreigner. Customer service can be improved.

The present invention is not limited to the above embodiment,
Various modifications can be made without changing the gist of the invention.

[0046]

According to the invention described in claim 1 described in detail above, since the operation is guided in both foreign language by both hearing and visual sense, it becomes possible for a foreign customer to smoothly perform the transaction operation. Even if a failure occurs during the transaction processing, the foreign customer can visually know the failure content information in the foreign language, and the staff can handle the failure content information in Japanese so that the customer can respond appropriately. It is possible to provide an automatic transaction device capable of performing a smooth transaction operation even if the person is a foreigner.

According to the second aspect of the present invention, since the operation is guided in both foreign language by both hearing and vision, foreign customers can smoothly perform the transaction operation, and the transaction processing is performed. Even if a failure occurs in the process of, the foreign customer can know the failure content information in a foreign language both visually and visually, and the staff can respond appropriately by the failure content information in Japanese. It is possible to provide an automatic transaction device capable of performing a smooth transaction operation even if the person is a foreigner.

Further, according to the invention of claim 3, since the operation is guided in both foreign language by both hearing and visual sense, it becomes possible for the foreign customer to smoothly perform the transaction operation, and the transaction processing is performed. Even if a failure occurs in the process of
During business hours, foreign customers will be able to visually know the disability information in a foreign language, and the staff will be able to respond more appropriately to the disability information in Japanese.
Also, when it is outside business hours, the administrator can have the foreign customer perform the appropriate operation by calling the foreign customer and the administrator, so even if the customer is a foreigner, smooth operation is possible. An automatic transaction device capable of performing a transaction operation can be provided.

Further, according to the invention of claim 4, since the operation is guided in both foreign language by both hearing and vision, it becomes possible for a foreign customer to smoothly perform the transaction operation, and the transaction processing is performed. Even if a failure occurs in the process of
During business hours, foreign customers will be able to know the disability information in a foreign language both visually and visually, and the staff will be able to respond more appropriately to the disability information in Japanese. Outside business hours,
Calls between foreign customers and managers allow the managers to perform appropriate operations for foreign customers, so even if the customer is a foreigner, automated transactions can be performed smoothly. A device can be provided.

[Brief description of drawings]

FIG. 1 is a schematic configuration diagram showing an embodiment of an automatic transaction system of the present invention.

FIG. 2 is a perspective view showing a configuration of an automatic transaction device according to the present embodiment.

FIG. 3 is a block diagram showing a configuration of an automatic transaction device according to the present embodiment.

FIG. 4 is a diagram showing a display example of an initial screen of the display / input means of the present embodiment.

FIG. 5 is a diagram showing a display example of an item selection screen in English of the display / input means of the present embodiment.

FIG. 6 is a diagram showing a display example of a failure screen when operating the display / input means of this embodiment in English.

FIG. 7 is a diagram showing a display example of a fault detail content screen when the “HELP” key is pressed in FIG. 6;

FIG. 8 is a flowchart showing the operation of this embodiment.

FIG. 9 is a flowchart showing the operation of this embodiment.

FIG. 10 is a flowchart showing the operation of this embodiment.

[Explanation of symbols]

 1 Automatic Transaction Device 9 Display / Input Means 14 Voice Guidance Speaker (Voice Generation Means) 21 Main Control Section (Fault Detection Means, Control Means) 34 Remote Monitoring Equipment 35 Automatic Transaction Equipment Side Interphone (Calling Means) 45 Centralized Monitoring Equipment

Claims (4)

[Claims] 1. An automatic transaction device for performing a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, a selecting means for selecting a predetermined language, and a transaction. Failure detection means for detecting a processing failure and operation guidance information in the language selected by the selection means are output by the voice generation means and screen display means, and the selection is made when the failure detection means detects a failure. And a control means for outputting, by the screen display means, fault content information in both written language and Japanese. 2. An automatic transaction device for performing a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, a selecting means for selecting a predetermined language, and a transaction. Failure detection means for detecting a processing failure and operation guidance information in the language selected by the selection means are output by the voice generation means and screen display means, and the selection is made when the failure detection means detects a failure. Automatic transaction characterized by having control means for outputting the trouble content information in both the written language and Japanese by the screen display means and for outputting the trouble content information in the selected language by the voice generating means. apparatus. 3. An automatic transaction device for performing a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, a selecting means for selecting a predetermined language, and a transaction. The failure detection means for detecting a processing failure, the call means arranged near the device and capable of making a call with the centralized management device side for managing a plurality of the devices, and the operation guide information in the language selected by the selection means The audio output means and the screen display means output, and when the failure detection means detects a failure, there is provided a control means for outputting the failure content information by writing the selected language and Japanese together on the screen display means. An automatic transaction device characterized in that 4. An automatic transaction device for performing a predetermined transaction process based on a customer operation, a voice generating means for generating a voice, a screen display means for displaying a screen, a selecting means for selecting a predetermined language, and a transaction. The failure detection means for detecting a processing failure, the call means arranged near the device and capable of making a call with the centralized management device side for managing a plurality of the devices, and the operation guide information in the language selected by the selection means Output by the voice generation means and the screen display means, and when the failure detection means detects a failure, the failure content information in the combination of the selected language and Japanese is output by the screen display means and the selected An automatic transaction device, comprising: a control unit for outputting fault content information in a language by a voice generation unit.