JPH10116307A - Telephone transaction support system and recording medium storing program for making copmuter execute processing in its support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To register information on a customer and password information specifying the customer by a telephone call without using writing by registering information on the customer obtained through a conversation by the telephone call and registering a feature analysis result on a prescribed word which the customer emits as password information. SOLUTION: When a control unit 101 detects that the call from the customer is terminated in an incorporated telephone unit 107, it starts the recording of a sound signal into a memory unit 102. An operator hears information on a retrieval condition from the customer, inputs it by using an input unit 104 and displays information on a display unit 103. When customer basic information is set, the control unit 101 executes communication with a data base server through a LAN unit 106 and registers basic information to the data base server. When registration terminates, the control unit 101 requests the input of password information. When password information (voiceprint data) is obtained as the result of voiceprint analysis, it is registered in the data base server by associating it with a customer number.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone transaction support system used for conducting various transactions (such as bank transactions) by telephone, and more particularly, to a transaction transaction system obtained through a telephone conversation with a customer. The present invention relates to a telephone transaction support system that processes sensitive information.

[0002]

2. Description of the Related Art In recent years, it has been proposed to conduct bank transactions (transfers, deposits, withdrawals, account confirmations, etc.) using telephones. In such a form of bank transaction, when the customer tells the bank to transfer the amount in his or her account from another's account by telephone, for example, the bank does not submit a transfer request form or the like to the bank. Even so, a bank transaction (transfer transaction) with the content transmitted is executed.

[0003]

When such a bank transaction is performed by telephone, how to register a customer who is permitted to perform the telephone transaction (registration of customer information, personal identification information, and the like), and a method for performing a telephone transaction. In what form the application and contract documents will be provided to the customer, how to confirm that the telephone transaction is permitted, and the details of the transaction transmitted from the customer by telephone It contains many issues, such as how to check.

[0004] Therefore, a first object of the present invention is to provide a telephone transaction support system in which customer information and personal identification information for specifying the customer can be registered by telephone without using a document. . A second object of the present invention is to provide a telephone transaction support system capable of issuing documents relating to telephone transactions such as contracts and application forms in a convenient form for customers.

[0005] A third object of the present invention is to provide a telephone transaction support system capable of surely confirming whether or not a telephone transaction is permitted from information obtained through telephone conversation. is there. A fourth object of the present invention is to provide a telephone transaction support system capable of providing information about a customer to a user as soon as possible in a conversation with the customer through a telephone.

A fifth object of the present invention is to provide a telephone transaction support system for easily confirming transaction contents transmitted from a customer by telephone at any time.

[0007]

In order to solve the above-mentioned first problem, the present invention provides a customer who registers information about a customer obtained through a telephone conversation in a database, as described in claim 1. Information registering means, feature analyzing means for analyzing a voice feature corresponding to a predetermined word obtained from a customer through a telephone, and information obtained as a result of the feature analysis being registered in the database in association with the customer as personal identification information It has a password information registering means, so that information on customers who should be allowed to conduct transactions by telephone and password information can be registered by telephone.

[0008] When a customer speaks information about himself by telephone, the contents are registered in a database. Further, when the customer speaks a predetermined word over the telephone, the characteristics of the voice corresponding to the word are analyzed, and the analysis result is registered as personal identification information in the database in association with the customer. Since the password information corresponds to a feature obtained when the customer utters a predetermined word, the password information specifies the customer.

The information on the customer includes the name, telephone number, address, date of birth, gender, personal identification number, and the like of the customer. The predetermined word can be freely determined for each customer such as a word having a particular meaning or a word having no meaning. Further, a plurality of customers may use the same predetermined word. From the viewpoint of providing a recording medium storing a program for causing a computer to execute the processing in the above system, the present invention causes a computer to perform processing for supporting a telephone transaction as described in claim 9. And a customer information registration program code means for registering information about a customer obtained through a telephone conversation in a database, and a predetermined word obtained through a telephone call from the customer. Feature analysis program code means for analyzing a feature of a voice corresponding to
A password information registering program code means for registering information obtained as a result of the characteristic analysis as password information in the database in association with the customer.

In order to solve the second problem, the present invention provides a customer information registering means for registering information on a customer obtained through a telephone conversation in a database, and a database. Search means for searching for information relating to a customer who should make a contract for telephone transaction from a printing means for printing necessary information about the customer on a predetermined document relating to the telephone transaction based on the information on the customer retrieved by the search means. .

[0011] When a customer speaks information about themselves over the phone,
The contents are registered in the database. Information relating to the customer who is to make a telephone transaction is retrieved from the database, and necessary information relating to the customer is printed on a predetermined document (contract, application, etc.) based on the retrieved information. Therefore, the customer who receives this document (contract, application, etc.) does not need to fill out all necessary items on the document.

[0012] From the viewpoint of providing a recording medium storing a program for causing a computer to execute processing in this system, the present invention has been obtained through telephone conversation. Using a database in which information about customers is registered in advance, in a recording medium storing a program for causing a computer to perform processing for supporting telephone transactions, the program searches the database for information about customers who should make telephone transactions. And a print command program code means for instructing the printer unit to print necessary information on the customer in a predetermined document relating to the telephone transaction based on the information on the searched customer. Will have.

[0013] In order to solve the third problem, the present invention provides a feature analyzing means for analyzing a feature of a voice corresponding to a predetermined word obtained from a customer through a telephone, Information obtained as a result of voice feature analysis corresponding to a predetermined word of the customer is stored in a database registered in advance in association with the customer as personal identification information, and the predetermined information obtained through a telephone call from the customer before a telephone transaction. Collating means for collating the analysis result of the voice corresponding to the word by the feature analyzing means with the password information registered in the database in association with the customer, wherein the collating means corresponds to the password information in the collating means When the collation result is obtained, the transaction with the customer is permitted.

In this system, before a transaction, when a customer speaks a predetermined word over the telephone, the voiceprint of the voice corresponding to the word is analyzed, and the analysis result and the voiceprint of the voice registered in advance in a database are analyzed. Is collated with the password information corresponding to.
When a collation result indicating that the analysis result corresponds to the password information is obtained, that is, when it is determined that the customer is a registered person, the telephone transaction is permitted.

[0015] From the viewpoint of providing a recording medium storing a program for causing a computer to execute the processing in this system, the present invention as defined in claim 11, corresponds to a predetermined word of a customer. The information obtained as a result of the voice feature analysis is associated with the customer as personal identification information using a pre-registered database, and in a recording medium storing a program for causing a computer to perform processing for supporting telephone transactions, The program has a feature analysis program code means for analyzing voice characteristics corresponding to a predetermined word obtained through a telephone call from a customer, and a program corresponding to a predetermined word obtained through a telephone call from a customer before a telephone transaction. Collation program code means for collating the analysis result of the voice with the password information registered in the database in association with the customer; It was assumed to have.

[0016] In the above system, the present invention further provides a method for reducing the possibility of erroneously determining that the customer is a customer who has been permitted to make a telephone transaction (contracted customer) due to a voice input error. As described in item 4,
Further, the collating means collates a plurality of analysis results of the voice corresponding to the predetermined word obtained from the customer through the telephone a plurality of times by the feature analyzing means with the password information registered in the database in association with the customer. Then, when a collation result indicating that all the analysis results of the plurality of voices do not correspond to the password information registered in the database is obtained, it is determined that the voice of the customer does not match the voice of the customer who registered the password information. I did it.

In order to solve the fourth problem, the present invention provides a customer information registering means for registering information about a customer obtained through a telephone conversation in a database, as described in claim 5, Means for inputting information for specifying the customer, search means for searching the database for information on the specified customer based on the input information for specifying the customer, and information on the customer searched for by the search means. And a display means for displaying.

In this system, information on the customer is retrieved from the database based on the information specifying the customer. Then, the information on the searched customer is displayed on the display means. While viewing the information on the customer displayed on the display means, the user can have a conversation to obtain changed information on the customer, information on transactions, and the like from the customer.

The information for specifying the customer can be directly heard by a user (operator) who answers the customer and input to the system. If the calling number (telephone number) of the customer can be known, the calling number may be automatically input to the system as information for identifying the customer when the call is connected. Good. In this case, the information on the customer includes at least the calling number (telephone number).

From the viewpoint of providing a recording medium storing a program for causing a computer to execute the processing in this system, the present invention provides a processing for supporting a telephone transaction by a computer. A customer information registration program code means for registering information on a customer obtained through telephone conversation in a database, and a customer input from an input means. A search program code means for searching the database for information on the specified customer based on the information to be performed, and a notation control program code means for displaying the information on the searched customer on the display means. did.

In order to solve the above-mentioned fifth problem, the present invention provides a transaction registering means for registering the contents of a transaction requested by a telephone call from a customer in a database, Conversation recording means for recording the contents of a conversation with a customer over the telephone during a transaction in association with the transaction in a database, so that the contents of the transaction and the contents of the conversation can be recorded in association with each other. .

In this system, the contents of the transaction requested by telephone and the contents of the conversation with the customer through the telephone at the time of the telephone transaction are registered and recorded in the database in association with the transaction. By comparing the contents of the transaction registered and recorded in the database with the contents of the conversation, it is possible to determine whether the registered contents of the transaction are correct.

From the viewpoint of providing a recording medium storing a program for causing a computer to execute the processing in the above system, the present invention provides a processing for supporting a telephone transaction by a computer. A transaction registration program code means for registering in a database the contents of a transaction requested by a telephone call from a customer, and a recording medium storing a program to be executed by a telephone. A conversation recording program code means for recording the contents of the conversation with the customer in the database in association with the transaction.

[0024] Similarly, in order to solve the fifth problem, the present invention provides a method for registering the contents of a transaction requested by a telephone call from a customer, A database in which the content of the conversation with the customer through the telephone at the time of the transaction is recorded in association with the transaction,
Transaction designating means for designating a transaction, transaction content reading means for reading a transaction content specified by the transaction designating means from a database, and first output for outputting the transaction content read from the transaction content reading means Means, conversation reading means for reading the contents of the conversation corresponding to the transaction specified by the transaction specifying means from the database, and second output means for outputting the contents of the conversation read by the conversation reading means. .

In the above system, the contents of the designated transaction are outputted from the first output means, and the contents of the conversation passed with the customer during the transaction by telephone are outputted from the second output means. You. The user compares the content of the transaction output from the first output means with the content of the conversation output from the second output means, and requests the content of the transaction registered in the database through a telephone conversation. It is determined whether or not it has been performed.

As the first output means, for example, a display device, a printer or the like is used. The second output means may be any of a display device, a printer, and an audio output unit (such as a speaker). From the viewpoint of providing a recording medium storing a program for causing a computer to execute the processing in the above system, the present invention provides, as described in claim 14, the contents of a transaction requested by a telephone call from a customer. Is registered and stores a program for causing a computer to perform a process for supporting a telephone transaction by using a database recorded in association with a transaction with a customer through a telephone during a telephone transaction. In the recorded recording medium, the program has a transaction content reading program code means for reading the content of the designated transaction from the database, and a first program for outputting the transaction content read from the database from the first output means. The output control program code means and the contents of the conversation corresponding to the specified transaction are read from the database. A conversation read program code means Sutame was assumed to have a second output control program code means for outputting the contents of the conversation that has been read from the database from the second output means.

In each of the above-described systems, an analysis result obtained by analyzing a voice feature corresponding to a predetermined word of a customer indicates that the customer can be specified more accurately.
As described in claim 8, the features of the voice corresponding to the predetermined word include a voiceprint obtained from the voice.

[0028]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to the drawings. FIG. 1 shows an example of a hardware configuration of a telephone transaction support system that enables telephone transactions (telephone banking). In FIG. 1, a plurality of client terminals 10 (1),. . . , 10
(N), 12 and 13 (1), 13 (2) are connected to the LAN. Each client terminal 10
(1),. . . , 10 (n) are terminals for receiving telephone transactions from customers, and are hereinafter appropriately referred to as reception terminals.
The client terminal 12 is a terminal for monitoring the system, and is hereinafter referred to as a monitoring terminal as appropriate. The client terminals 13 (1) and 13 (2) are terminals for approving bank transactions accepted by the respective accepting terminals, and are hereinafter appropriately referred to as accepting terminals.

Further, a database server 14, a printer unit 16, a communication server 18, and a voice response unit (VRU) 22 are connected to a LAN. The database server 14 manages various files shared in the system. The printer unit 16 includes each client terminal and the data server 1.
4 and print out transaction journals, reports, contracts, etc. The communication server 18 is connected to the host computer of the bank, and transfers the contents of the transaction approved in the system to the host computer. The voice response device 22 has a function similar to each reception terminal, and performs a process related to a telephone transaction with a customer by an automatic response function.

The exchange 20 (P) connected to the public line 30
BX / ACD), each reception terminal 10 (1),. . . ,
10 (n) and the automatic response device 22 are connected. The exchange 20 basically receives an external call from the voice response device 22.
Connect to The exchange 20 also has an automatic call distribution function (ACD), and external calls can be transmitted to each of the receiving terminals 10 (1),. . . , 1
0 (n).

When an external call is connected, the automatic answering apparatus 22 makes a voice response in accordance with a predetermined procedure. Each reception terminal 10 (1),. . . , 10 (n) have a telephone communication function. And each reception terminal 10
(1),. . . , 10 (n) of the telephone headsets 11 (1),. . . , 11 (n) to answer calls from customers.

Each of the receiving terminals 10 (1),. . . , 10
(N) is configured, for example, as shown in FIG.
2, a reception terminal includes a control unit 101 including a so-called CPU, a memory unit 102, a display unit 103, an input unit 104, and a disk unit 10.
5, a LAN unit 106, a built-in telephone unit 107, and a CD-ROM drive unit 108.
These units are connected via a system bus B.

The control unit 101 controls the terminal as a whole and, as described later, executes processing relating to acceptance in telephone transactions. The memory unit 102
M, including a memory such as a ROM, and stores a program to be executed by the control unit 101, necessary data obtained in the course of processing, and the like. The display unit 103 is a CRT or LC
D (liquid crystal display panel), etc., and displays various kinds of guidance and scripts for the operator, information on customers, and the like. The input unit 104 includes a keyboard, a mouse, and the like, and is used by a reception operator to input information to the reception terminal.

The LAN unit 106 is connected to the LAN, and performs data communication with the LAN. The built-in telephone unit 107 (TAPI) is connected to the exchange 20 (PBX).
/ ACD), and performs voice communication with the exchange 20. Further, a telephone headset 11 is connected to the built-in telephone unit 107, and the operator responds to a telephone call from a customer via the telephone headset 11.

The CD-ROM 200 stores a program composed of a program code that describes a process related to a telephone transaction. The processing related to the reception in the telephone transaction includes a customer registration processing, a telephone transaction reception processing, and the like, which will be described later. The program is installed in the disk unit 105 from the CD-ROM 200 set in the CD-ROM drive unit 108. Then, when the reception terminal is started, the program read from the disk unit 105 is stored in the memory unit 102. In this state, the control unit 101 (CPU) executes a process related to reception according to a program stored in the memory unit 102.

The configuration of the voice response device 22 also has the configuration of an ordinary computer, and a program for processing related to telephone reception installed in the reception terminal is similarly installed in the voice response device 22. Thereby, the voice response device 22 has the same function as each reception terminal. Each of the approval terminals 13 (1) and 13 (2)
It is configured as shown in FIG.

In FIG. 3, this approval terminal also has a control unit 111 (CPU) and a memory unit 11 connected to the system bus B, similarly to the reception terminals.
2. Display unit 113, input unit 114, disk unit 115, LAN unit 116 and CD-R
It has an OM drive unit 118. The approval terminal further has an audio output unit 117 connected to the system bus B. This audio output unit 117
Includes a speaker, and outputs speech information as described later by voice.

[0038] The CD-ROM 201 stores a program composed of a program code that describes processing relating to approval of a transaction. This program is installed in the disk unit 115 via the CD-ROM drive unit 118 as described above. When the approval terminal is started, the disk unit 11
5 is read from the memory unit 11
2 and the control unit 111 (CPU) performs processing relating to transaction approval in accordance with this program.

A customer who wants to make a telephone transaction makes a registration. In this system, customer registration is performed by telephone. Processing related to registration is performed at each reception terminal.
The program describing the processing related to registration corresponds to, for example, the procedure shown in FIG. 4, and the control unit 101 of each reception terminal that executes the program performs the processing related to registration according to the procedure shown in FIG.

In FIG. 4, when the control unit 101 detects that a call from a customer has arrived at the built-in telephone unit 107 (S1), a voice signal received by the built-in telephone unit 107 (for a conversation between the customer and the operator). The recording (conversation recording) of the (corresponding) memory unit 102 is started (S2). Thereafter, the control unit 101 determines whether or not the calling number (customer's telephone number) is notified when a call from the customer is received (S3).

If the calling number is not notified (S
3, No), the control unit 101 causes the display unit 103 to display guidance for requesting input of a search condition for customer information (information about the customer) (S4). as a result,
The display unit 103 is, for example, a screen display that prompts the user to input search conditions (telephone number, name, customer number) as shown in FIG. Here, the operator hears information about the search condition from the customer through the telephone and inputs the information using the input unit 104. Information corresponding to the input conditions is displayed on the display unit 103. In addition,
The customer number serving as a search condition is a number assigned to a customer who has already transacted with the bank.

When the calling number is notified (S
3, Yes), the control unit 101 sets the calling number (telephone number) in the corresponding condition (TEL) (S).
5). Therefore, in this case, the telephone number of the customer is displayed from the beginning as the search condition of the telephone number (TEL) on the screen for prompting the input of the search condition as shown in FIG. When the input of the search condition is completed, the control unit 101
Communication is performed with the database server 14 via the unit 106, and the basic information in the database server 14 is searched under the search conditions input as described above (S
6). Here, the basic information is basic information on the customer, and includes a telephone number, a name, an address, a date of birth, a gender, a personal identification number, and the like. When there is no basic information corresponding to the search condition (for a new customer) (S7, No), the control unit 1
01 causes the display unit 102 to display a screen (customer information screen) for requesting input of basic information (S8). This customer information screen is divided into, for example, a customer basic information zone, an icon zone, a transaction detail information zone, and a script development zone as shown in FIG. Then, the operator hears basic information from the customer and inputs the basic information using the input unit 104. Then, the input basic information is displayed in the customer basic information zone on the customer information screen.

If the basic information corresponding to the search condition already exists (S7, Yes), the control unit 101 reads the relevant basic information from the database server 14 and fetches the basic information via the LAN unit 106. . Then, the acquired basic information is displayed as an initial value in the customer basic information zone of the customer information screen (S9). In this case, the operator corrects only the items of the displayed basic information that are different from the basic information actually heard from the customer.

As described above, when the customer basic information is set (actually in the memory unit 102), the control unit 101 communicates with the database server 14 via the LAN unit 106, and stores the basic information. Register it in the database server 14 (S10). This basic customer information is associated with a customer number that identifies the customer,
For example, it is managed in the database server 14 as a customer basic information record as shown in FIG.

When the registration of the basic information of the customer is completed as described above, the control unit 101 displays a guidance requesting the input of personal identification information (voice) on the screen of the display unit 103 (S11). As the password information, words having no meaning (for example, ABC or the like) or words for specifying the customer (contract number, name, password, etc.) can be used. In accordance with the guidance, the operator instructs the customer to speak a word serving as personal identification information by telephone. Then, when the customer utters a word serving as personal identification information in accordance with the instruction, the control unit 101 records voice data (corresponding to personal identification information) input via the built-in telephone unit 107 in the memory unit 102 (secret ( Voice)) (S12).

As described above, when the voice data corresponding to the password information is recorded in the memory unit 102, the control unit 101 executes a voiceprint analysis process on the voice data (S12). This voiceprint analysis can be performed according to a known method. In addition, for example, Japanese Patent Application No.
It is also possible to perform voiceprint analysis by the method proposed in 102631. As a result of the voiceprint analysis, for example, voiceprint data composed of data (voiceprint data) representing an FFT (Fast Fourier Transform) spectrum, pitch, high and low, etc. of the voice uttered by the customer is obtained. This voiceprint collation data is used as password information.

When the password information (voiceprint data) is obtained as a result of the voiceprint analysis as described above, the control unit 101
Communicates with the database server 14 via the LAN unit 106, and registers the password information in the database server 14 in association with the customer number (S13). This password information is, for example, as shown in FIG.
FFT) is managed in the database server 14 with a file name.

It is also possible to manage the password information as one item of the customer basic information (include it in the customer basic information record). When the registration of the password information is completed, the control unit 101 ends the recording of the conversation performed from the beginning of the call with the customer (S14). Then, the control unit 101 further communicates with the database server 14 via the LAN unit 106. At this time, the voice data corresponding to the conversation with the customer stored in the memory unit 102 is stored in the current telephone transaction (registration). The transaction is recorded in the database server 14 in association with the transaction (S15). The voice data corresponding to the content of the conversation is managed in the database server 14 with a file name (transaction number.WAV), for example, as shown in FIG. The contents of this registration process are managed in the database server 14 as a transaction detail record as shown in FIG. 8, as in the case of a bank transaction (such as account transfer) as described later. As described above, the customer is registered in the database server 14 as a customer who can make a telephone transaction by telephone without particularly submitting a registration application directly to the bank.

When the day's transaction is completed, for example, the database server 14 issues a “telephone banking membership application” by badge processing. For example, the membership application issuance process is performed according to the procedure shown in FIG. In FIG. 9, when the operation of issuing the application for application for operator telephone banking is started, a newly registered transaction on that day is retrieved from the recorded transaction statement record (see FIG. 8), and the new registration is performed. A customer (customer number) is specified (S21). Then, the customer basic information of the customer relating to the new registration is read from the customer basic information record (S22). Based on the customer basic information, print data corresponding to the necessary items (address, name, age, date of birth, telephone number, etc.) relating to the customer to be printed on the application form is generated. The database server 14 transfers the print data and the print command to the printer unit 16 via the LAN (S23).

The printer unit 16, which has received the print command, prints necessary items concerning the customer on a membership application form in a predetermined format based on the received print data. As a result, for example, a membership application form as shown in FIG. 10 is output from the printer unit 16. In FIG. 10, items indicated by x are printed based on the customer basic information.

The issuance process in the database server 14 described above is repeatedly performed for all of the newly registered customers found (S24). As described above, the membership application output from the printer unit 16 is mailed to the corresponding customer. Then, the customer who has received the enrollment application form does not need to fill in the items relating to the customer basic information, but seals it and returns the enrollment application form to the bank. Therefore, it is not necessary for the customer to create an application form.

In the bank, information about the customer and personal identification information are electronically registered, and the application form is stored in writing. In the system described above, the issuance process of the membership application form according to the procedure shown in FIG.
4, but it is also possible to execute at any of the reception terminal and the approval terminal. It is also possible to transfer the customer number of the newly registered customer and the customer's basic information to the host computer via the communication server 18 and print out the membership application and the like using a high-speed printer attached to the host computer.

In addition to the application form for enrollment, it is also possible to print out necessary documents relating to the customer based on the customer information in other documents relating to the telephone transaction, for example, a contract or the like.
Next, a process related to a specific telephone transaction with the customer registered as described above will be described. The processing relating to the telephone transaction is performed by the voice response device 22 and each reception terminal 10.
(1),. . . , 10 (n), for example, according to the procedure shown in FIG.

In FIG. 11, a call from a customer is connected to the voice response device 22, and the voice response device 22 enters a state of receiving a voice signal from the customer (S31). In this state, the control unit of the voice response device 22 performs a confirmation process (identity confirmation process) as to whether the customer requesting the telephone transaction is a registered person (a person authorized to perform the telephone transaction) (P1).
00). The identity confirmation processing will be described later. Here, when it is confirmed that the customer requesting the telephone transaction is a registered person, the voice response device 22 makes a voice response to the customer so as to input the type of the transaction (S32). .
The customer who hears the voice response inputs a number corresponding to a desired transaction type (balance inquiry, transfer, consultation, etc.) by using a telephone push button. The relationship between the push number and the transaction type is determined in advance, and the customer operates the push button according to the relationship. The relationship is stored in the memory unit of the voice response device 22.

Based on the push signal input by the customer, the control unit of the voice response device 22 receives the signal (number)
It is determined whether or not the transaction specified in can be dealt with unattended (S33). Here, if the transaction desired by the customer is of a type that can be handled unattended (for example, balance inquiry) (S33, Yes), the control unit of the voice response device 22 executes a process related to the transaction (S34). That is,
Data relating to the content of the transaction desired by the customer (referencing the balance of the customer's account) is transferred from the voice response device 22 to the database server 14 via the LAN. Then, the contents of the transaction are stored in the database server 14 as a transaction statement record in a format as shown in FIG. Thereafter, as described later, when the transaction request from the customer is approved, the transaction is executed. For example, for an account balance inquiry transaction,
The balance of the account is inquired to the host computer via the communication server 18. When the voice response device 22 receives the balance data from the host computer via the communication server 18,
The customer is notified of the balance by voice. Thus, the transaction desired by the customer (balance inquiry transaction) is completed.

The above-mentioned identity confirmation processing P100 is performed, for example, according to the procedure shown in FIG. In FIG. 12, the control unit of the voice response device 22 resets the internal input number counter to “0” (S101), and then increments the input number counter by +1 (S10).
2). Further, after confirming the count value of the input counter (S103), the voice response device 22 requests the customer to input a customer number and a password by voice (S104).

On the other hand, the customer operates the push button to input the customer number and the password. Then, the control unit controls the database server 14
And the customer basic information stored in the database server 14 using the input customer number as a key (see FIG. 7).
(S105). Based on the search result in the database server 14, the voice response device 2
The second control unit determines whether the customer number and the password input by the customer are correct (S106).

Here, if either the customer number entered by the customer or the password is incorrect (S106, No),
The input counter is incremented by +1 (S1
02) Then, the customer is requested to input the customer number and the password again (S104). Then, the same processing as described above is performed (S105, S106). If the customer enters an incorrect customer number and PIN three consecutive times (S106, N
o), the control unit performs a process of rejecting the requested transaction (S107). For example, the customer is notified of a message indicating that the transaction cannot be performed because the password is incorrect, and the call to the customer is cut off.

In the above processing, if it is determined that the customer number and the password are correct (S106, Yes), the control unit resets the input number counter to "0" again (S108), The counter is incremented by +1 (S109). Then, after confirming the count value of the input number counter (S11).
0), the voice response device 22 makes a voice request to the customer to utter a predetermined word corresponding to the registered password information (S111).

On the other hand, the customer utters a predetermined word corresponding to the registered password information. At this time, the control unit of the voice response device 22 records voice data corresponding to the predetermined word obtained via the telephone in the memory unit (S112). As described above, the voice data recorded in the memory unit is subjected to voiceprint analysis according to the same algorithm as that at the time of registration (step S12 in FIG. 4). as a result,
Voiceprint data (data representing the FFT spectrum, pitch, height, etc. of the voice) is obtained (S112).

Thereafter, the control unit communicates with the database server 14 and instructs to search for the password information (see FIG. 7) stored in the database server 14 using the input customer number as a key (S113). . The database server 14 transmits password information corresponding to the customer number given as a result of the search to the voice response device 22 via the LAN. The control unit of the voice response device 22 that has received the password information compares the voiceprint data obtained as a result of the voiceprint analysis with the received password information (voiceprint data) (S11).
3). Then, the control unit determines whether or not the voiceprint data obtained as a result of the voiceprint analysis corresponds to the password information based on the collation result (S114). As a result, if it is determined that the voice print data corresponds to the password information (S1
14, Yes), it is determined that the customer is a registered customer, and the process proceeds to step S32 shown in FIG.
(Request for transaction type).

On the other hand, if it is determined that the voiceprint data does not correspond to the password information (S114, No), it cannot be confirmed that the customer is a registered customer, and the voiceprint verification process is performed again. . That is, the input number counter is incremented by +1 (S109), and the customer is again requested by voice to speak a predetermined word corresponding to the registered password information (S111). Then, the same voiceprint collation processing as described above is performed (S112, S113). Customer 3
If the voiceprint cannot be collated consecutively (S110,
No), the control unit performs the switching process P200 so that the operator can directly respond (maned response). The switching process P200 to the manned correspondence is performed, for example, by referring to FIG.
3 is performed.

In FIG. 13, the control unit of the voice response device 22 determines whether or not the present time is within business hours in which manned service is possible (S201). Here, if it is determined that it is not business hours (S201, No), the control unit of the voice response device 22 communicates with the database server 14, and calls back the number of the customer who made the transaction request together with the request time in the database server 14. Register in the list (S20
6).

In this case, a predetermined reception terminal reads customer basic information from the database server 14 by using the customer number registered in the callback list of the database server 14 as a key during the business hours of the next day. The read customer basic information is displayed on the display unit 103. The operator of the reception terminal checks the telephone number of the displayed customer basic information, makes a call to the customer, and asks the customer about various information, thereby confirming the person again.

On the other hand, if it is determined in step S201 that the current time is within business hours (S201, Yes), the control unit of the voice response device 22 communicates with the database server 14 and follows the instruction of the voice response device 22. The customer operation (operation history) performed so far is stored in the database server 14 using the customer number as a key (S20).
2). Then, the telephone (call) from the customer is transferred to any reception terminal (S203).

When the reception terminal receives the telephone (call) transferred from the voice response device 22 (S204), the operator hears the customer number from the customer, and uses the number as a search condition of the operation history. Input to terminal.
Then, the control unit 101 of the reception terminal communicates with the database server 14 and requests a search for an operation history using the customer number as a key (S205). Then, when receiving the operation history searched by the database server 14, the control unit 101 of the reception terminal causes the display unit 103 to display the searched operation history (S20).
5). The operator looks at the display history, responds to the customer, and performs a process of accepting a transaction for a manned operation as described later.

Returning to FIG. 11, as described above, in the unattended personal identification processing P100, if the customer cannot be confirmed by collation of the voice print data and the password information, the switching processing P200 to the manned correspondence is performed. Done. Also, in the unattended personal identification process P100, when the customer can be confirmed by comparing the voiceprint data and the password information, and when the transaction desired by the customer cannot be handled without the user, the switching process P200 to the manned response is performed. Is performed.

Switching process P20 to manned support described above
0 (see FIG. 13), the telephone (call) from the customer
In the reception terminal to which the is transferred, the processing after step S41 in FIG. 11 is performed. When an operator starts a conversation with a customer over the telephone, the control unit 101
The recording of the content of the conversation in the memory unit 102 (conversation recording) is started (S41). And the control unit 1
No. 01 refers to the above-mentioned customer operation history to determine whether or not the voiceprint matching in the voice response unit 22 (VRU) has failed three times, that is, whether or not the customer has been confirmed unattended. (S42).

If the customer has already been confirmed (S4
2, No), the control unit 101 causes the display unit 103 to display that the customer has already been confirmed. When the operator looks at this display, he confirms the contents of the transaction desired by the customer by telephone. Then, the content is input to the reception terminal using the input unit 104. Then, the control unit 101 performs a corresponding transaction process (S4).
3). In this transaction processing, the control unit 101
The communication with the database server 14 is performed, and the input transaction contents are recorded in the database server 14 as a transaction content record (see FIG. 8). Then, the control unit 10
1 ends the recording of the conversation with the customer. Then, the control unit 101 communicates with the database server 14 and saves the conversation contents recorded in the memory unit 102 in the database server 14 as a conversation file (see FIG. 8) associated with the transaction number (S4).
5).

In step S42, the voice response device 2
When it is determined that the customer could not be confirmed in the unidentified personal identification process P100 in S2 (S42, Yes)
s) Further, a personal identification process P300 for manned operation is performed. The personal identification process P300 in response to manned operation is executed, for example, according to the procedure shown in FIGS.

First, referring to FIG.
Determines whether or not the calling number (telephone number) has been notified by telephone from the customer (S301). If the calling number is not notified (S301, No), the control unit 1
01 causes the display unit 102 to display a message requesting that a search condition for customer information be input (S30).
2). The operator asks the customer for the search conditions (name, customer number, telephone number, etc.) according to the message, and inputs the search conditions using the input unit 104. The input search condition is set in a register inside the control unit 101, for example. On the other hand, when the calling number is notified (S301, Yes), the control unit 101 automatically sets the calling number (telephone number) in an internal register (S303).

As described above, when the search condition for the customer information is set in the internal register of the control unit 101, the control unit 101 communicates with the database server 14 and sets the search condition for the search command for the customer basic information. Is transmitted to the database server 14 (S304).
The database server 14 that has received the search command searches the customer basic information record based on the search condition, and returns customer basic information that matches the search condition to the reception terminal. In the reception terminal that has received the customer basic information, the control unit 101 stores the received customer basic information in the memory unit 1.
02 and display it on the display unit 103 (S
305). This customer basic information is displayed, for example, in the customer basic information zone on the screen shown in FIG.

Thereafter, the control unit 101 further requests the host computer (account system) via the communication server 18 to search for account information (account inquiry, history inquiry, etc.) of the customer based on the customer basic information ( S30
6). Then, search results (account information) at the receiving terminal
Is received, the control unit 101 causes the display unit 103 to display the account information (S306). The account information is displayed in the transaction detailed information zone on the screen shown in FIG.

Thereafter, the operator proceeds with the conversation with the customer while looking at basic information (name, gender, date of birth, personal identification number, address, etc.) and account information of the customer who speaks over the telephone.
Therefore, the operator can know information about the customer before conducting a telephone transaction with the customer. As described above, various information about the customer is displayed on the display unit 1.
In the state displayed at 03, confirmation processing of the customer is performed.

This confirmation processing is continuously performed according to the procedure shown in FIG. This confirmation process is the same as the identity confirmation process P100 (see FIG. 12) in the case of unattended correspondence.
That is, it is determined whether or not the personal identification number specified by the customer and the customer number match those of the customer basic information (steps S307 to S312). Matching processing between voiceprint data of a voice of a predetermined word and registered password information (step S
314 to S320) are performed.

In this confirmation process, when a screen for requesting the input of a personal identification number is displayed (S310), the operator directly confirms the personal identification number to the customer by telephone, and the operator inputs the personal identification number to the input unit 104. Enter using. Further, the operator directly requests the customer to utter a word corresponding to the password information by telephone (S317). If the customer enters an incorrect PIN three consecutive times (S30)
9), the control unit 101 causes the display unit 103 to display a message to reject the transaction (S31).
3). The operator sees this message and informs the customer that the transaction cannot be made.

The voiceprint data of the word uttered by the customer is 3
If the password cannot be collated with the password information of the customer consecutively (S316), the control unit 101 causes the display unit 103 to display a message indicating that the password information (voiceprint data) could not be collated (S321). . The operator sees this message, informs the customer of the message, confirms the information about the customer (birth date, address, family structure, etc.) displayed on the display screen by telephone, and communicates with the customer by the customer number. Find out if the customer is identified. Thus, if it is confirmed that the conversation partner is the customer specified by the customer number, a transaction desired by the customer is accepted.

As described above, the contents of the transactions accepted by the voice response device 22 and each accepting terminal are sequentially stored in the database server 14 as transaction detail records. Then, in each of the approval terminals 13 (1) and 13 (2), approval processing of each accepted transaction is performed. This approval process is performed, for example, according to the procedure shown in FIG.

In FIG. 16, when the operator of each approval terminal performs an operation for starting the approval processing, the control unit 111
Communicates with the database server 14 via the LAN unit 116, and reads out information of each transaction content of the transaction detail record. Each transaction in that transaction detail record
It is stored in the memory unit 112. Then, the control unit 111 displays the transaction contents on the display unit 113 in the form of a list (approval list screen) (S51).
This approval list screen is configured, for example, as shown in FIG. That is, for each accepted transaction, "transaction number",
Items such as “transaction type”, “transaction amount”, “receptionist”, and “approval status” are displayed.

When the operator specifies a transaction number with the input unit 114 (mouse), the control unit 111
Reads from the memory unit 112 the contents of the transaction specified by the specified transaction number. Then, the control unit 111 further displays the read transaction contents on the display unit 113, for example, as an approval processing window shown in FIG. 18 (S52). In this approval processing window, the item of “conversation reproduction” is displayed together with the transaction number and the transaction content.

Here, the operator operates the input unit 114
Performing a selection operation of “conversation playback” with (mouse) (S
53), the control unit 111 controls the database server 1
4 and requests to search for a conversation file (see FIG. 8) corresponding to the transaction number as a key (S54).
The voice data of the conversation file (transaction number .WAV) retrieved by the database server 14 is returned to the approval terminal. The control unit 111 of the approval terminal that has received the audio data stores the audio data in the memory unit 112. Then, the control unit 111 further transfers the audio data to the audio output unit 117, and as a result,
The customer conversation recorded at the time of receiving the transaction is reproduced from the audio output unit 117 (S55).

The operator of the approval terminal listens to the conversation reproduced from the audio output unit 117 while watching the transaction contents (see FIG. 18) displayed on the display unit 113.
The contents of the transaction are examined by telephone to determine whether the content is exactly what the customer has desired or the contents of the transaction to be approved by the customer, and the input unit 114 determines whether to approve or reject the transaction (approval result). The input is performed using (S56). The control unit 111 writes the information (approval, rejection) of the approval result in the item of “status” (see FIGS. 8 and 17) of the transaction detail record.

The contents of the transaction approved by the operator of the approval terminal as described above are transferred from the database server 14 to the host computer (account system) via the communication server. Then, the host computer executes the processing of the transaction contents (for example, transfer of xxx yen from the A account of the bank to the B account of the designated bank).

According to the system described above, a customer can apply for a telephone transaction and accept a bank transaction only by telephone, without going directly to the bank. Since the customer is specified based on the voiceprint of the customer, telephone transactions by a malicious third party can be reliably prevented. Also, since the conversation at the time of applying for the transaction is actually confirmed when approving the transaction, it is possible to easily confirm whether the content of the transaction is actually the one desired by the customer.

In the above example, the CD-ROMs 200 and 201
Provides a program for processing related to the acceptance of telephone transactions and a program for processing related to approval to each reception terminal and approval terminal, but the recording medium of this program is not limited to this, and the computer constituting the system Other recording media such as a magnetic disk such as a floppy disk, a magneto-optical disk, and a magnetic tape can also be used.

Further, in the above example, the voiceprint data of the customer corresponding to the predetermined word is used as the password information.
The present invention is not limited to this, and may be used as other feature data password information obtained as a result of analyzing a voice when a customer utters a predetermined word according to a predetermined algorithm. Further, the telephone transaction support system shown in the above example is applied to bank transactions, but the present invention is not limited to this, and can be basically applied to other transactions.

The relationship between each processing in the above example and each means according to the present invention is as follows. 4 correspond to customer information registration means (customer information registration program code means), and correspond to step S12 in FIG. 4 and step S11 in FIG.
2 and S318 correspond to feature analysis means (feature analysis program code means), and the process of step S13 in FIG. 4 corresponds to password information registration means (password information registration program code means). 9 corresponds to the search means (search program code means), and the processing of step S23 in FIG. 9 corresponds to the print command program code means, and the printer operates based on the command in this step S23. Unit 1
Reference numeral 6 corresponds to a printing unit. The processing in step S113 in FIG. 12 and the processing in step S39 in FIG. 15 correspond to matching means (matching program code means). Further, steps S301 and S30 in FIG.
2. The processing in S303 corresponds to the means for inputting information for specifying the customer, and the processing in step S304 in FIG. 14 corresponds to the search means (search program code means).
4 corresponds to the display control program means, and the display unit 103 of the reception terminal that operates based on the processing in step 305 corresponds to the display means. Steps S34 and S43 in FIG. 11 correspond to the transaction registration means (transaction registration program code means), and steps S2 and S1 in FIG.
4. Steps 41 and S44 in FIG. 11 are performed by conversation recording means (conversation recording program code means).
It corresponds to. Furthermore, step S in FIG.
The processing at 51 and S52 corresponds to the transaction designating means and the transaction content reading means (transaction content reading program code means), and the display unit of the approval terminal for displaying the transaction content based on the processing at steps S51 and S52 in FIG. Reference numeral 113 corresponds to the first output means, and the processing of steps S53 and S54 in FIG. 16 corresponds to the conversation reading means (conversation reading program code means), and outputs conversation contents based on the processing of step S55 in FIG. The audio output unit 117 of the approval terminal corresponds to the second output unit.

[0088]

As described above, according to the present invention, information on a customer obtained through a telephone conversation is registered, and a characteristic analysis result of a predetermined word spoken by the customer is registered. Since the personal information is registered as personal identification information, it is possible to register customer information and personal identification information for identifying the customer by telephone without using a particular document.

[0110] Since the necessary information on the customer in a predetermined document is printed based on the information on the customer obtained through the telephone conversation, the customer can use the document related to the telephone transaction such as a contract or an application. There is no need to fill out all the necessary information about the customer. Therefore, the document can be issued to the customer in a convenient manner.

The voice analysis of a predetermined word obtained through a telephone call from a customer is feature-analyzed, and the result of the analysis is used as password information for identifying the customer. You can check if you are authorized to make phone calls. Prior to accepting an actual transaction, information relating to the customer is retrieved from the database based on the information identifying the customer, and the retrieved information relating to the customer is displayed on the display unit. At this time, the user can quickly know information on the customer by looking at the screen of the display unit.

Since the conversation at the time of the transaction is always recorded, the contents of the transaction transmitted from the customer by telephone can be easily confirmed at any time based on the record of the conversation.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating a hardware configuration example of a telephone transaction support system.

FIG. 2 is a block diagram illustrating an example of a hardware configuration of a reception terminal.

FIG. 3 is a block diagram illustrating an example of a hardware configuration of an approval terminal.

FIG. 4 is a flowchart illustrating a procedure of a customer registration process.

FIG. 5 is a diagram showing an example of a customer search condition input window.

FIG. 6 is a diagram showing an example of a display screen of customer information.

FIG. 7 is a diagram showing a relationship between a customer basic information record and a personal identification (voice) file recorded in association with the customer.

FIG. 8 is a diagram showing a relationship between a transaction detail record and a conversation file recorded in connection with the transaction.

FIG. 9 is a flowchart illustrating a procedure of a printing process.

FIG. 10 is a diagram showing an example of a telephone banking application.

FIG. 11 is a flowchart illustrating a procedure of a telephone transaction reception process.

FIG. 12 is a flowchart illustrating a procedure of an unattended personal identification process.

FIG. 13 is a flowchart illustrating a procedure of a switching process to manned correspondence.

FIG. 14 is a flowchart (part 1) illustrating a procedure of a personal identification process for manned use.

FIG. 15 is a flowchart (part 2) illustrating a procedure of a personal identification process for manned operation.

FIG. 16 is a flowchart illustrating a procedure of an approval process.

FIG. 17 is a diagram showing a screen display example of an approval list.

FIG. 18 is a diagram illustrating a screen display example of an approval process.

[Explanation of symbols]

10 (1),. . . , 10 (n) reception terminals 11 (1),. . . , 11 (n) Telephone headset 12 Monitoring terminal 13 (1), 13 (2) Authorization terminal 14 Database server 16 Printer unit 18 Communication server 20 Switch 30 Public line 101, 111 Control unit 102, 112 Memory unit 103, 113 Display Unit 104, 114 Input unit 105, 115 Disk unit 106, 116 LAN unit 107 Built-in telephone unit 108, 118 CD-ROM drive unit 117 Audio output unit 200, 201 CD-ROM

 ──────────────────────────────────────────────────続 き Continuing from the front page (72) Inventor Kiyofumi Akita 4-1-1 Kamikadanaka, Nakahara-ku, Kawasaki-shi, Kanagawa Prefecture Inside Fujitsu Limited (72) Inventor Emission Shigeru 4-4-1 Kamiodanaka, Nakahara-ku, Kawasaki-shi, Kanagawa No. 1 Inside Fujitsu Limited

Claims (14)

[Claims] 1. A customer information registering means for registering information on a customer obtained through a telephone conversation in a database, a feature analyzing means for analyzing a voice feature corresponding to a predetermined word obtained from the customer through a telephone, Password information registering means for registering information obtained as a result of the feature analysis as password information in association with the customer in a database and registering information on the customer who should be allowed to make a transaction over the phone and password information over the phone. Telephone transaction support system. 2. A customer information registration means for registering information on a customer obtained through a telephone conversation in a database, a search means for searching information on a customer who should make a telephone transaction contract from the database, and a search means. A telephone transaction support system comprising: printing means for printing necessary information on the customer on a predetermined document relating to the telephone transaction based on the retrieved information on the customer. 3. A feature analyzing means for analyzing a feature of a voice corresponding to a predetermined word obtained from a customer via a telephone, and information obtained as a result of the feature analysis of a voice corresponding to the predetermined word of the customer as password information. A database pre-registered in association with the customer; and a database associated with the analysis result of the voice corresponding to the predetermined word obtained through the phone from the customer before the transaction by the phone in association with the customer. Collation means for collating registered password information; and telephone transaction support for permitting a transaction with the customer when the collation means obtains a collation result that the analysis result corresponds to the password information. system. 4. The telephone transaction support system according to claim 3, further comprising: a plurality of analysis results of the voice corresponding to the predetermined word obtained from the customer a plurality of times through the telephone by the feature analysis unit. And the password registered in the database in association with the customer, and when a result of matching that all the analysis results of the plurality of voices do not correspond to the password registered in the database is obtained, A telephone transaction support system which determines that the voice of the customer does not match the voice of the customer who registered the password information. 5. A customer information registering means for registering information on a customer obtained through a telephone conversation in a database; a means for inputting information for specifying a customer; and a means for inputting information for specifying the customer. A telephone transaction support system comprising: search means for searching a database for information on the specified customer; and display means for displaying information on the customer searched by the search means. 6. A transaction registering means for registering the contents of a transaction requested by a telephone call from a customer in a database, and contents of a conversation with the customer through a telephone at the time of a telephone transaction are associated with the transaction and stored in a database. A telephone transaction support system having conversation recording means for recording, wherein the contents of the transaction and the contents of the conversation can be recorded in association with each other. 7. A database in which the contents of a transaction requested by a telephone call from a customer are registered, and the contents of a conversation with the customer through the telephone at the time of the telephone transaction are recorded in association with the transaction. Transaction designating means for designating a transaction, transaction content reading means for reading the content of the transaction designated by the transaction designating means from a database, and first output for outputting the transaction content read from the transaction content reading means Means, conversation reading means for reading from the database the content of the conversation corresponding to the transaction designated by the transaction designating means, and second output means for outputting the content of the conversation read by the conversation reading means. Telephone transaction support system having 8. The telephone transaction support system according to claim 1, wherein the voice feature corresponding to the predetermined word includes a voiceprint obtained from the voice. 9. A recording medium storing a program for causing a computer to perform processing for supporting a telephone transaction, wherein the program stores customer information for registering information about a customer obtained through a telephone conversation in a database. Registration program code means, feature analysis program code means for analyzing features of speech corresponding to predetermined words obtained through a telephone call from a customer, and information obtained as a result of the feature analysis as password information, A recording medium having password information registration program code means for associating and registering in a database. 10. A recording medium storing a program for causing a computer to perform a process for supporting a telephone transaction using a database in which information on a customer obtained through a telephone conversation is registered in advance. A search program code means for retrieving information on a customer who should make a telephone transaction from a database; and a printer for printing necessary information about the customer on a predetermined document relating to the telephone transaction based on the retrieved information on the customer. A print medium having print command program code means for commanding the unit. 11. Using a database registered in advance in association with a customer as information obtained as a result of voice feature analysis corresponding to a predetermined word of the customer as password information, the computer performs processing for supporting a telephone transaction. In a recording medium storing a program to be executed, the program comprises: a feature analysis program code means for analyzing a feature of a voice corresponding to a predetermined word obtained through a telephone call from a customer; A recording medium having collation program code means for collating an analysis result of a voice corresponding to a predetermined word obtained from a customer through a telephone with personal identification information registered in a database in association with the customer. 12. A storage medium storing a program for causing a computer to perform processing for supporting telephone transactions, the program comprising: a customer information registration program for registering information on a customer obtained through a telephone conversation in a database. Code means; a search program code means for searching the database for information on the specified customer based on the information specifying the customer input from the input means; and displaying the information on the searched customer on the display means. A recording medium having a notation control program code means for causing the program to execute. 13. A recording medium storing a program for causing a computer to perform processing for supporting a telephone transaction, the program comprising: a transaction registration program code for registering the contents of a transaction requested by a telephone call from a customer in a database. A recording medium comprising: means; and a conversation recording program code means for recording the contents of a conversation with a customer through a telephone during a telephone transaction in a database in association with the transaction. 14. The contents of a transaction requested by a telephone call from a customer are registered, and the contents of a conversation with the customer through the telephone during a telephone transaction are recorded using a database recorded in association with the transaction. A storage medium storing a program for causing a computer to perform processing for supporting telephone transactions, the program comprising: a transaction content reading program code means for reading a content of a designated transaction from a database; First output control program code means for outputting the contents of the transaction from the first output means, conversation reading program code means for reading the contents of the conversation corresponding to the specified transaction from the database, and reading from the database. Second output for outputting the content of the issued conversation from the second output means A recording medium having control program code means.