JPH08161586A - Automatic transaction device - Google Patents

Abstract

PURPOSE: To guide operation according to how much a customer is skillful in operation on the automatic transaction device which has a card handling part, an operation guide display, a speech generation part generating an operation guide speech, and an input part and is equipped with a control part controlling the card handling part, operation guide display, speech generation part, and input part. CONSTITUTION: An operation guide level corresponding to how much the customer is skillful in operation is recorded on the card 5 of the customer, plural pieces of operation guide screen information displayed on the operation guide display 13 and plural operation guide speeches vocalized by the speech generation part 15 are prepared according to operation guide levels, and an operation guide screen corresponding to an operation guide level read by the card handling part 4 is displayed on the operation guide display 13. Simultaneously, the operation guide speech corresponding to the operation guide level is vocalized by the speech generation part 15 to guide the customer, it is, judged from the operation state of the customer whether or not the operation guide level is proper, and the card handling part 4 updates information on the operation guide level on the card 5.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer-operated automatic transaction apparatus used in financial institutions such as banks and securities companies, and more particularly, to provide customer guidance contents in accordance with the proficiency level and ability of each customer to operate. The present invention relates to an automatic transaction device that can be changed.

[0002]

2. Description of the Related Art In a conventional automatic transaction device, characters are first displayed on a screen to guide a customer to perform an appropriate operation, and a predetermined time (for example, 10
If the operation is completed within a second), the operation proceeds to the next operation step, and if the operation is not performed even after the stipulated time, the voice guidance is performed.

An example of a customer's operation guidance by a conventional automatic transaction apparatus will be shown below. FIG. 7 is a flowchart of a conventional example, and each step of this figure will be described. Sb1: A transaction selection screen is displayed on an operation guidance display (not shown) of the automatic transaction device, and the customer is prompted to select the type of transaction to be performed. Sb2: The customer selects the type of transaction he / she wants to perform and instructs the automatic transaction device.

Sb3: A message such as "Please insert a card" is displayed on the display, and the customer is prompted to enter the card for identity verification. Sb4: If a card is inserted, the process proceeds to Sb7, and if no card is inserted, the process branches to Sb5. Sb5: If 10 seconds have passed without the card being inserted, the process proceeds to Sb6, and if not, the process returns to Sb3.

Sb6: 10 with no card inserted
After a lapse of a second, a speaker (not shown) built in the automatic transaction device utters the operation contents by voice such as "Please insert the card" and guides the customer by hearing. The process returns to Sb3. Sb7: Since the card has been inserted, a message such as "Please enter your PIN" is displayed on the display to prompt the customer to enter a PIN such as a PIN.

Sb8: When the secret code is input, the process proceeds to the subsequent steps, and when the secret code is not input, the process is branched to Sb9. Sb9: If 10 seconds have passed without inputting the secret code, the process proceeds to Sb10, and if not, the process returns to Sb7. Sb10: Since 10 seconds have passed without inputting the secret code, a voice guidance such as "Please input the secret code" is given by the speaker, and the process is returned to Sb7.

In this way, Sb3 to
Operation step of Sb6, and S for the secret code input
The operation is guided for each operation step, such as the operation steps b7 to Sb10. The operation content of each operation step is stored as a guide information table in a hard disk (not shown) in the device. FIG. 8 shows an explanatory diagram of an example of a guide information table.

The data of the guidance information table is appropriately called and displayed on the screen or output by voice, and is used for guiding the customer as described above. As described above, in the conventional automatic transaction device, one type of guidance content is determined in advance for each operation step assuming a standard operator, and the customer is guided only by the one type of guidance content. ing.

[0009]

According to the conventional automatic transaction apparatus, it is possible to perform optimal guidance to a standard operator who has been assumed in advance. However, this standard operator is applicable. Only part of the customer. Conditions such as age, speed of operation and proficiency differ depending on the customer, and when the same operation guidance is given to these various customers, there are the following problems.

For a person who is accustomed to operating the automated teller machine, the guidance is excessive and it takes more time than necessary. -For those who operate the automated teller machine quickly, there is no need for voice or on-screen explanations. -For example, the screen contents may be unfriendly to the elderly, the displayed characters may be small, and the screen may be switched too quickly.

[0011]

According to the present invention, there is provided a card handling section for receiving and processing a customer's card, an operation guidance display for displaying operation guidance screen information to the customer, and a voice for issuing an operation guidance voice to the customer. In an automatic transaction device that has a generation unit and an input unit that receives the input of the customer, and has a control unit that controls the card handling unit, the operation guidance display, the voice utterance unit, and the input unit, the card of the customer The operation guidance level corresponding to the skill level of the operation is recorded, and the operation guidance screen information displayed on the operation guidance display and the operation guidance voice uttered by the voice generation unit are respectively prepared in accordance with the operation guidance level. The operation guidance screen corresponding to the operation guidance level read by the card handling section is displayed on the operation guidance display, and the operation guidance level is displayed. The voice guidance unit responds to the voice generation unit to guide the customer, and the control unit determines whether the operation guidance level is appropriate or not based on the customer's operation status, and the card handling unit operates the card. It is characterized in that the information on the induction level can be updated.

[0012]

[Operation] The customer inserts the card of the customer into the card handling device, the card handling device reads the operation guidance level information recorded on the card of the accepted customer, and operates the customer based on the operation guidance level information. Guide the operation according to the skill level and ability of.

Further, the operation guidance level information is reviewed and used according to the actual operation of the customer, and when the operation guidance level is changed, the operation guidance level information of the customer's card is updated.

[0014]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is an explanatory diagram showing the configuration of the embodiment. In the figure, 1 is a control unit, which is a main control unit 2 and an operation display control unit 3.
It consists of The main control unit 2 controls the operation display control unit 3 and each unit described later to make this automatic transaction device function.

Under the control of the main control unit 2, the operation display control unit 3 controls the operation / display of each unit described later. Reference numeral 4 denotes a card handling unit which, under the control of the main control unit 2 described above, can receive, for example, a card 5, read the information written on the magnetic stripe on the card 5, and further write the information on the magnetic stripe. It is also possible to write.

Although the card 5 has a magnetic stripe and information is recorded on the magnetic stripe, the card 5 is an IC card capable of recording information without using the magnetic stripe. Good.
Reference numeral 6 denotes a banknote depositing / dispensing unit, which is capable of receiving banknotes and performing authenticity confirmation and counting under the control of the main control unit 2 and discharging banknotes of a designated amount.

Reference numeral 7 denotes a coin depositing / dispensing unit which, under the control of the main control section 2, can accept coins for authenticity confirmation and counting, and discharge coins of a designated amount. You can Reference numeral 8 denotes a passbook printer unit, which can receive a customer's passbook and record transaction information under the control of the main control unit 2.

Reference numeral 9 is a journal printer unit,
Under the control of the main control unit 2, for example, the transaction content can be printed on the slip. Reference numeral 10 denotes an interface unit, which is connected to the main controller 2 and further connected to a host system (not shown). This allows the main control unit 2 to communicate with its host system.

Reference numeral 11 is a recording unit for recording data. The recording unit 11 is composed of, for example, a hard disk. The main control unit 2 reads data from the recording unit 11, and
You can also write data to. The operation guidance screen and its table, the operation guidance voice and its table, and the operation guidance information such as the voice output timer table are also stored in the recording unit 11.
It is stored in.

Reference numeral 12 is a power supply unit, which is connected to the main control unit and serves as a power supply for this automatic transaction apparatus. Reference numeral 13 denotes an operation guide display, which is composed of, for example, a CRT, a liquid crystal display, a light emitting diode display, or the like, and displays an operation guide screen and other information to the customer under the control of the operation display controller 3. .

Reference numeral 14 denotes an input unit, which is composed of, for example, touch keys and keys. In the case of a transparent touch key, it is installed on the screen of the operation guidance display 13, and when the customer presses a portion corresponding to the position of the information displayed on the operation guidance display 13, the input unit 14 The touch keys detect the operation and the operation display control unit 3
Will be notified.

Reference numeral 15 is a voice generator, which is a speaker 16
With this, a voice corresponding to the content designated by the operation display control unit 3 is uttered to guide the operation of the customer. 17
Is a staff operation guide display, which is composed of, for example, a CRT, a liquid crystal display, a light emitting diode display, or the like, and displays information to the staff under the control of the operation display controller 3.

Reference numeral 18 is a staff input section, which is composed of, for example, touch keys and keys. In the case of a transparent touch key, it is installed on the screen of the attendant operation guide display 17 and the attendant operates the attendant operation guide display 1.
When the portion corresponding to the information displayed on 7 is pressed, this touch key which is the staff input section 18 detects the operation and notifies the operation display control section 3.

The present invention is characterized in that the automatic transaction apparatus having the above-mentioned configuration determines an operation guidance level determined according to the proficiency level of the operation of each customer, and performs appropriate operation guidance for each operation guidance level. I am trying. The operation level of the customer may be recorded in a magnetic stripe on the card 5 of the customer so that the operation level of the customer can be determined.

FIG. 2 is an explanatory diagram of guidance level information on the card. The card 5 is provided with a magnetic stripe 19. For example, 1 byte (8 bits) of a predetermined n-th column of the magnetic stripe 19 is set as an area for recording guide level information, and this information is stored. Customer guidance is based on this.

In the example shown in the figure, this 1 byte is divided into 4 groups of 2 bits each. 4 consisting of these 2 bits
The areas of the set are used for recording information of the cardholder type, the operation speed level, the screen guidance level, and the voice guidance level, respectively. Since each set has 2 bits, it is possible to represent up to 4 states according to the proficiency level of the operation.

Although four types of items are described here as four types, the required items are set appropriately, and the level of each item is not limited to four types but is provided as needed. All that is necessary is to secure an area of the required number of bits according to the item setting and level division. Furthermore, by setting an independent guidance level for each transaction type such as payment, payment, and transfer, more detailed customer guidance is possible.

FIG. 3 is a flow chart of the embodiment, and the operation of the embodiment will be described with reference to this figure. Sa1: The customer inserts the card 5 into the card handling section 4 and starts a transaction. Sa2: The card handling unit 4 accepts the customer's card 5 and reads the information on the magnetic stripe 19, and in the case of an automatic transaction device of a bank, for example, determines whether or not it is the own card 5.

If it is the card 5 of its own line, the process proceeds to Sa3, and if it is the card of another line, the process branches to Sa12. Sa3: Information on the operation guidance level is extracted from the read information on the magnetic stripe 19. Sa4: An operation guidance level determination process is performed based on the information on the operation guidance level. (Details will be described later.) Sa5: Receiving the operation guidance level determination processing, the guidance execution table is assembled. (Details will be described later.) Sa6: The corresponding operation guidance screen information and operation guidance voice information are designated by the generated guidance execution table,
Start screen guidance and voice guidance.

Sa7: The operation guidance corresponding to each customer is performed as described above, and the customer advances the operation in accordance with this.
The control unit 1 recognizes the speed of the customer's operation, erroneous operation occurrence information, and the like. Sa8: Based on the operation speed, the erroneous operation occurrence information, and the like, the control unit 1 determines whether the guidance execution table is appropriate, and corrects the guidance execution table if it is not appropriate. (Details will be described later.) Sa9: Based on the above determination, the guide table from the next operation step is assembled. (Details will be described later.) Sa10: The customer finishes a series of operations.

Sa11: When the induction level is changed, the card handling section 4 writes a new induction level at a predetermined position of the magnetic stripe of the card 5. Sa12: Since the card to be handled is not owned by the customer, the operation level of the customer cannot be determined. Therefore, the standard operation level is prepared as the operation level of the customer.

Sa13: The screen guidance and the voice guidance are started by the standardized execution table and the operation guidance information generated as described above. Sa14: The customer performs transaction processing according to the above operation guidance. Sa15: The customer ends the operation, and the process proceeds to Sa16. Sa16: The card handling section 4 returns the card 5 to end the processing.

FIG. 4 is a flowchart of the optimum guidance content generation process. This is a detailed description of the optimum guidance content generation processing 20 corresponding to Sa4 and Sa5 in FIG. The control unit 1 determines the operation guidance level to be actually used based on the guidance level information of the customer read from the magnetic stripe of the customer's card 5, and determines the guidance execution table. This guidance execution table is the guidance screen table 2
2, among the levels of the voice table 23 and the voice output timer table 24, it defines which level of data is used for the customer. The control unit 1 uses these tables to guide the operation of the customer.

The screen table 22 is for each screen to be displayed.
The three-step screen data of polite, standard, and simple are prepared and made to correspond to each other. The voice table 23 makes the three-step voice guidance data of polite, standard, and simple correspond to each step of the operation. The voice output timer table 24 defines the time to start the voice output when there is no customer operation. In the example shown in the figure, in the case of politeness, the voice guidance is always performed unconditionally, and in the case of the standard case. Then, the voice guidance is started when there is no input for 20 seconds, and in the simple case, the voice guidance is started when there is no input for 40 seconds.

The screen table 22, the voice table 23, and the voice output timer table are described by dividing each operation step from careful to simple in three stages, but this is not limited to three stages, and is necessary. It should be decided to operate by dividing the stages as much as possible. FIG. 5 is an explanatory diagram of a screen example. Each column of the screen table 22 has a corresponding screen, and examples thereof include level 1 (polite), level 2 (standard), and level 3 (simple) of screen No. 3.

Level 1 is intended for customers who are unfamiliar with the operation, and detailed explanations are prepared. Level 2 is a standard content prepared for standard customers. Level 3 is intended for customers who are familiar with operations, and in the example shown in the figure, only the portion corresponding to the title of the operation guidance screen is displayed. This degree of expression is sufficient for a customer who is familiar with the operation and transactions of the automated teller machine, and a simple expression improves operability and operation speed.

FIG. 6 is a flowchart of the guide level review process. This is a detailed description of the guide level review process 21 corresponding to Sa8 and Sa9 in FIG. The control unit 1 recognizes the customer's operation guidance level, operation speed, erroneous operation occurrence frequency, etc. at each step, and performs guidance level correction determination processing (21a) based on this data,
Perform the guide table correction process (21b) in the next step,
Next step Guide table assembly (21c) is executed. As a result, the customer can operate under the optimum operation guidance corresponding to the current customer situation.

As described above, by reviewing each operation step of the customer and reflecting it in the next operation step, the customer can always receive the optimum operation guidance. Further, the guidance level information reviewed in each step is accumulated (21d), and the average guidance level of one transaction is calculated (21e) after the transaction is completed. The information of the average guidance level is written in the card 5 of the customer as new guidance level information. At the next transaction, the customer guidance will be started based on this new guidance level information.

As described above, by providing the optimum operation guidance contents for each customer who is the operator, the operator can receive the operation guidance suited to his / her ability and perform the smooth operation. You can Further, the processing speed can be improved by providing a simple operation guidance content to the customer who is familiar with the operation.

Further, for customers who are unfamiliar with the operation,
By conducting careful operation guidance, it becomes possible to use the automatic transaction device even for more complicated transaction work. Further, by recognizing the operation of the customer and constantly checking whether or not the content of the operation guidance for the customer is appropriate, the customer can always receive the appropriate operation guidance.

[0041]

As described above, by guiding the operation suitable for the operating ability and proficiency of each customer, the customer can always perform a smooth operation. Further, the transaction processing speed can be improved by giving a simple operation guidance to a customer who is familiar with the operation.

[Brief description of drawings]

FIG. 1 is an explanatory diagram showing a configuration of an embodiment.

FIG. 2 is an explanatory diagram of guidance level information of a card according to the embodiment.

FIG. 3 is a flowchart of an embodiment.

FIG. 4 is an explanatory diagram of an optimal guidance content generation process.

FIG. 5 is an explanatory diagram of a screen example.

FIG. 6 is an explanatory diagram of the guidance level review processing.

FIG. 7 is a flowchart of a conventional example.

FIG. 8 is an explanatory diagram of an example of a guide information table.

[Explanation of symbols]

 1 Control Section 4 Card Handling Section 5 Card 13 Operation Guidance Display 14 Input Section 15 Voice Generation Section

Claims (1)

[Claims] 1. A card handling section for receiving and processing a customer's card, an operation guidance display for displaying operation guidance screen information to the customer, a voice generation section for issuing an operation guidance voice to the customer, and input by the customer. In an automatic transaction device having an input section for receiving the above, a card handling section, an operation guidance display, a voice utterance section, and a control section for controlling the input section, a customer's card is provided according to the proficiency level of the customer's operation. The operation guidance level is recorded and the operation guidance screen information displayed on the operation guidance display and the operation guidance voice uttered by the voice generation unit are prepared in accordance with the operation guidance level, and the operation guidance read by the card handling unit is prepared. The operation guidance screen corresponding to the level is displayed on the operation guidance display, and the operation guidance voice corresponding to the operation guidance level is displayed. The voice generation unit is uttered to guide the customer, and the card handling unit updates the information on the operation guidance level on the card by judging whether the operation guidance level is appropriate or not based on the operation situation of the customer. An automatic transaction device characterized in that