JPH10187854A - Simple consultation terminal equipment and simple consultation system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To effectively process plural types of service activities according to the customers by having a conversation with the center system side via a handset and the circuit connection that is secured by the input of the card information and the consultation types of customers. SOLUTION: At a bank, for example, the information on a magnetic card or an IC card of a customer is inputted via a card reader 1 and a consultation type requested by the customer is inputted via a type input part 2. Thus, a circuit is connected to a center system C from a terminal equipment A. Then the card information is collated with the databases 14 and 15 at a collation part 11 of the system C via a circuit N, so that the genuineness of the card information is judged. If the card information is true, a circuit is connected to a section corresponding to the consultation type inputted at the part 2 via a circuit control part 12. As a result, a consulter can easily have the consultation at the nearest equipment A via a handset 4 without going directly to the relevant window of a business office.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to various services, for example, in financial services such as a bank, a terminal installed in an automatic machine corner or a street corner and a consultation department on the center side are connected via a public line. The present invention relates to a simple consultation system that is automatically connected and accepts various consultations and applications, and a terminal device thereof.

[0002]

2. Description of the Related Art For example, in the banking business, various consultations such as loan consultation, financial plan consultation, travel consultation, etc. are accepted. In this case, a customer directly consults with a staff member at a sales office counter. Or indirectly consulted with a staff member via a telephone as a terminal device.

[0003]

However, in the case where the customer directly consults with the sales representative in charge of the above-mentioned sales office, it is not easy to consult when the consultation counter is crowded. There was a problem that it was very complicated to go to the window. Furthermore, when consulting by telephone, only the voice information of the person in charge of consultation can be obtained, and even if detailed information is heard, it may not be memorized. However, there is a problem that it is difficult for the person to deal with it because the other party cannot judge it. In addition, when a telephone for consultation is installed in a sales office, there is a problem that it is necessary to deal with unintended use, unauthorized use, mischief, and the like. The purpose of the present invention is
An object of the present invention is to provide a simple consultation terminal device and a simple consultation system capable of efficiently and effectively processing a plurality of types of service tasks according to customers.

[0004]

In order to achieve this object, a simple consultation terminal according to the present invention is characterized in that the card information possessed by the customer is input as described in claim 1 of the claims. Information input unit, a type input unit for inputting the type of consultation requested by the customer, a handset for talking to the center system, and a line connection unit for connecting the line with the center system. On the point. Here, it is preferable to include a storage unit for storing the data transferred from the center system, and an output unit for displaying or printing out the data stored in the storage unit. As described in claim 3 of the claims, the characteristic configuration of the simple consultation system according to the present invention is the same as that of the simple consultation terminal device having the above-described characteristic configuration, which is input from the information input unit and obtained through the line. A collation unit that determines the authenticity of the received card information, and a line control unit that, when determined to be true by the collation unit, connects a line to a department corresponding to the consultation type input by the type input unit. And a central system. Further, another characteristic configuration of the simplified consultation system according to the present invention is described in Claim 4 in the claims.
As described in the above, the information input unit for inputting the card information possessed by the customer, the type input unit for inputting the type of consultation requested by the customer, the authenticity of the card information input from the information input unit is determined And a line control unit for connecting to a department corresponding to the consultation type input by the type input unit when the type is determined to be true by the verification unit.

The operation will be described below. According to the characteristic configuration of the simple consultation terminal device and the simple consultation system according to the present invention, for example, in the case of a bank, information recorded on a card possessed by a customer such as a magnetic recording card such as a CD card or a credit card or an IC card. Is input through the information input unit, and the consultation type requested by the customer is input through the type input unit, so that the line is connected from the terminal device side to the center system side.
The authenticity of the card information obtained via the line is determined by, for example, collation with a database, etc., and when it is determined to be true, the line control unit corresponds to the consultation type input at the type input unit. The line is connected to the department. The customer will consult with the staff in the department via the handset. Therefore,
If you install multiple such terminal devices on the street corner, etc.,
The consultant can easily consult from the nearest terminal device without having to go directly to the office in charge of the crowded sales office, and without having to perform a line connection operation to the consultation department at that time, By simply entering information and operating the consultation type key, you can go directly to the department that corresponds to the content of the consultation, which reduces the complexity of the operation, while preventing the salesperson from using it for unintended purposes and illegal use The staff in the department corresponding to the consultation type can also be released from unnecessary labor of dealing with mischievous telephone calls, and can also deal with consultations appropriately because customer information can be obtained in advance. According to the characteristic configuration of the simple consultation terminal device according to the present invention, in addition to the operation of the terminal device in the above-described simple consultation system, an output unit that displays or prints out the data transferred from the center system is provided. By transferring detailed information such as text and image information through a line, it is possible to make a judgment based on visual information in addition to a judgment based on auditory information, and it is possible for a customer, that is, a consultant, to make quick and appropriate judgment.

[0006]

According to the present invention, it is possible to provide a simple consultation system and a terminal device thereof capable of efficiently and effectively processing a plurality of types of service tasks according to customers. .

[0007]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments of a simple consultation terminal device and a simple consultation system according to the present invention will be described. Although the simple consultation system can be applied to various types of customer service, as an example, application to a bank as a financial institution will be described. As shown in FIG. 1, the present system is configured by connecting a plurality of simple consultation terminal devices A and a center system C via a public line N. Here, the type of line is arbitrary, and a public line, a dedicated line, or the like can be used as appropriate.

[0008] The simple consultation terminal device A is installed at the entrance of a sales office, an automatic machine corner, or a street corner, and as shown in FIGS. 1 and 2, a card as an information input unit 1 for inputting card information possessed by a customer. A leader, a numeric keypad as a type input unit 2 for inputting a consultation type requested by a customer, a line connection unit 9 for line connection with the center system C,
The handset 4 is connected to the line connection unit 9 for talking with a staff member of the center system C, and stores data for transmission and reception between the center system C and various processing data unique to the terminal device. Storage unit 7, a liquid crystal color display unit 5 for displaying and outputting required data stored in the storage unit 7, a printer 6 for printing and outputting required data also stored in the storage unit 7, It is provided with a microcomputer or the like as a control unit 8 for controlling the unit. In addition, a line connection key 3 is provided in preparation for a line connection to the center system C in case of an emergency such as when there is no card. Here, the specific configuration of the card reader can be appropriately selected according to the information card. A magnetic card reader is used for a magnetic guard, a barcode reader is used for a barcode card, and an IC card is used for an IC card. If the reader is a non-contact information card, an electromagnetic card reader can be used. As the card attribute, any one that stores information that can identify the user, such as a CD card, a credit card, and a transfer card, can be used.

The center system C is obtained through a line connection unit 10 for connecting a line with the simple consultation terminal device A and a line input from the information input unit 1 and connected to the terminal device A. And a line terminal 13 (13a, 13a) for each consultation type.
b,..., 13x), and a line control unit 12 for connecting the line from the simple consultation terminal device A to the line terminal 13 as necessary. Customer database 15, external credit institution database 16
And outputs the authenticity information of the card information to the line control unit 12 based on the customer information obtained by accessing the line control unit 12.
Indicates that if the card information is true, the type input unit 2
Line terminal 13 of the department corresponding to the consultation type entered in
Connect the line to the telephone.

The specific operation of the simple consultation system described above, that is, the control operation of the control unit 8 of the simple consultation terminal and the operation of the line control unit 12 of the center system will be described with reference to the flowchart shown in FIG. At the time of idling, the display unit 5 of the simple consultation terminal A displays the operation guidance of "Welcome,""Please pick up the receiver 4." When the counselor picks up the handset 4 in accordance with the operation guidance, it switches to a video showing the operation procedure or a guidance display of "Please enter a card", and inputs a CD card possessed by the customer into the card reader 1. <# 2>, <# 3>, <# 4>.
Display the consultation type and its code on the display unit 5
5> The user is guided to input a code corresponding to the consultant by operating the numeric keypad which is the type input unit 2 <# 6>.
More specifically, code 01: loan consultation, 02: receipt of various reports, 03: FP (financial plan) consultation, 0
Four types are prepared: 4; travel consultation, 05; and others (rate information, etc.), and the consultant inputs a corresponding code, for example, 04 for a travel consultation. When the input of the code corresponding to the desired consultation type is completed, it is connected to the line connection unit 10 of the center system via the line connection unit 9 to transfer the read information of the CD card and the consultation type code. <# 7>.

The line control unit 12 on the center system side
The transferred read information of the CD card is input to the collation unit 11 to collate the authenticity. The collation unit 11 accesses the customer database 15 of the bank if the CD card is the bank card, and accesses the database 14 of the inter-bank alliance system or the external inquiry system (such as CAFIS of NTT) if the card is another bank card. Confirmation is performed and the result is output to the line control unit 12. If the collation result is "false", that is, if the identity cannot be verified, the line control unit 12 connects the line to the automatic voice response unit 16 and sends a message indicating that the consultation cannot be accepted because the card is not suitable. Then, the data to that effect is transferred to the consultation terminal A via the line N. The transferred message is displayed on the display unit 5 of the consultation terminal A <# 8>, <# 14>.

When the result of the collation is "true", that is, when the collation is successful, the line control unit 12 connects the line to the line terminal 13 of the consultation department specified by the consultation type code and communicates with the corresponding consultant. Enable consultation <# 8>, <# 9>, <# 1
0>. Here, the consultation terminal 13 has a display unit (not shown) of a liquid crystal type or a CRT type, and the customer data of the consultant obtained by the collation unit 11, that is, the customer name, age, gender, Data on the past transaction status and the like is displayed, and the consultation person can appropriately reply with reference to the display. Necessary data at the time of consultation is transmitted from the line terminal device 13 at any time, is stored in the storage unit 7 of the simple consultation terminal A, is displayed on the display unit 5, and characters and image data are transmitted from the printing unit 6 as necessary. Printed out. <# 11
>, <# 12>, <# 13>.

Another embodiment will be described below. In the above embodiment, the case where the consultant responds via the consultation terminal 13 has been described. However, the consultation terminal 13 may be provided with an automatic voice response device so as to be unmanned. The configuration of the automatic voice response apparatus is as follows: a voice signal generating unit for asking a consultant about the content of a consultation by a predetermined algorithm; a display information generating unit for displaying options for reply on the display unit 5 together with a number code; With respect to the contents answered by the ten-key operation of the type input unit, the contents of the consultation are further inquired, and finally the information desired by the consultant can be provided.
For example, in the case of a loan consultation, the present invention is applied to creation of planning data such as a loan amount, a repayment period, and a repayment method. In the above embodiment, the collation unit 11 is provided on the center system side. However, the collation unit 11 is provided in the simple consultation terminal device A, and after the card information is collated, the input to the type input unit 2 is performed. May be configured to automatically connect the relevant department. The simple consultation system generally includes an information input unit for inputting card information possessed by a customer, and a type input unit for inputting a consultation type requested by the customer. If a collation unit for judging false and a line control unit for connecting to a department corresponding to the consultation type input by the type input unit when judged to be true by the collation unit are provided, the form is Optional.

[Brief description of the drawings]

FIG. 1 is a block diagram of a simple consultation system.

FIG. 2 is an explanatory diagram of a simple consultation terminal device.

FIG. 3 Flow chart

[Explanation of symbols]

 1 information input unit 2 type input unit 4 handset 5, 6 output unit 9 line connection unit 11 collation unit 12 line control unit

Claims (4)

[Claims] 1. An information input unit (1) for inputting card information possessed by a customer, a type input unit (2) for inputting a consultation type requested by a customer, and a handset for conversation with a center system ( 4) and a line connection unit (9) for connecting a line with the center system. 2. A storage unit (7) for storing data transferred from the center system, and output units (5) and (6) for displaying or printing out data stored in the storage unit (7).
The simple consultation terminal device according to claim 1, comprising: 3. A simple consultation terminal device according to claim 1 or 2, further comprising: a collation unit (11) for judging the authenticity of card information input from the information input unit (1) and obtained through a line. A line control unit (12) for connecting a line to a department corresponding to the consultation type input by the type input unit (2) when it is determined to be true by the collation unit (11). Simple consultation system consisting of 4. An information input unit (1) for inputting card information possessed by a customer, and a type input unit (2) for inputting a consultation type requested by the customer, and input from the information input unit (1). A collating unit (11) for judging the authenticity of the received card information, and a line corresponding to the consultation type inputted by the type input unit (2) when the collation unit (11) determines that the card information is true. A simple consultation system including a line controller (12) for connection.