JPH10222725A - Operation execution system for automatic transaction device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve efficiency in the operation of device by enabling the execution of transaction for an unskilled client and preventing operation from being forcedly performed again from the beginning because of time-out. SOLUTION: A control part 11 of automatic transaction device 1 displays an operation guide picture on a display part 1, respectively reads 1st time and 2nd time shorter than this 1st time for limiting the time for operation on that operation guide picture from 1st and 2nd storage parts 7 and 8, sets them to an internal memory and monitors the time corresponding to the output of timer 6 and in case of time-out of 2nd time without the execution of operation corresponding to that operation guide picture, an inquiry picture is displayed on a display part 3. When the client selects inquiry, communication for the answer of operator to the contents of inquiry from the client is performed by interphones 5 and 13, after that communication, the original operation guide picture is displayed on the display part 3 and within the 1st time from that time point, the operation corresponding to that operation guide picture is performed.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic transaction apparatus for performing various financial transactions such as deposits and payments by the operation of a customer, and to an operation execution system for smoothly performing the operation by the customer.

[0002]

2. Description of the Related Art In an automatic transaction apparatus installed in a store such as a financial institution and performing various financial transactions such as deposits and payments by operation of a customer, a display unit such as a CRT or an LCD is combined with a switch using a transparent electrode. It provides an input operation unit called a touch panel composed of the following, displays screens of "function keys" along with "guidance wording" and "illustration" corresponding to transactions, and guides customer operations while switching screens sequentially It is designed to execute transactions.

In such a conventional customer operation type automatic transaction apparatus, the display time of each operation guide screen is set, and the customer performs an operation corresponding to the operation guide screen within the set time. I have.

[0004]

However, in the conventional automatic transaction apparatus, since the transaction is performed uniformly by the same operation regardless of the operator, the customer who has operated can execute the transaction without any problem. However, customers who are unfamiliar with the operation often times out because the set time has passed before the operation is completed, resulting in the problem that the customer is forced to redo the operation from the beginning. Further, in the apparatus, when the customer redoes the operation, time is wasted and the operating efficiency is reduced.
is there.

[0005] To cope with this, while the financial institution is open, a clerk in the store gives instructions to the customer who is unfamiliar with the operation. Since the unmanned operation due to the operation in the Internet has predominantly been performed, an unfamiliar customer is forced to perform the operation by himself in such an unattended operation. Therefore, as a countermeasure during unattended operation, an interphone near the automated teller machine allows the staff at the monitoring center etc. to hear the explanation of the operation, but simply responding with the interphone prevents the operation timeout in advance At present, it is impossible to solve the above problem.

Accordingly, an object of the present invention is to realize an operation execution system for an automatic transaction apparatus which can solve such a problem.

[0007]

Therefore, the operation system of the automatic transaction apparatus according to the present invention connects the communication means of the automatic transaction apparatus which performs various financial transactions by the operation of the customer to the communication means of the monitoring center. In both cases, a first time for operation time limitation and a second time shorter than the first time are set for each operation guidance screen for guiding a transaction operation to the customer. After the operation guide screen is displayed on the display unit, if an operation by the customer is not performed within the second time corresponding to the operation guide screen, an inquiry screen for selecting whether or not to inquire the operator of the monitoring center is displayed. When displayed on the display unit and the customer selects to make an inquiry, a call is made from the automated teller machine to the communication means of the monitoring center, and the customer's inquiry is made by the mutual communication means. Perform communication for causing the operator to reply to, and after the communication, display the original operation guidance screen on the display unit, and perform an operation on the operation guidance screen within a first time from that time; If the customer selects not to make an inquiry, the original operation guidance screen is displayed on the display unit, and the operation is performed within a first time from the time when the operation guidance screen is first displayed. Features.

[0008]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, an embodiment of a system for performing an operation of an automatic transaction apparatus according to the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing an embodiment of the present invention, and FIG. 2 is a schematic diagram showing a connection between an automatic transaction apparatus and a monitoring center.

In FIG. 1, reference numeral 1 denotes an automatic transaction device installed in a store such as a bank, and 12 denotes a monitoring terminal installed in a monitoring center. The automatic transaction device 1 and the monitoring terminal 12 are connected to a network as shown in FIG. 17 are connected. The automatic transaction apparatus 1 includes a key input unit 2, a display unit 3, a card reader / writer (card R / W) 4, an interphone 5 as communication means, a timer 6, a first storage unit 7, a second storage unit 8, The system includes a passbook entry machine 9, a depositing / dispensing machine 10, and a control unit 11 for controlling the same. It is configured as a touch panel.

The first storage unit 7 has a first operation time limit set for an operation guide screen displayed on the display unit 3 for guiding a customer operation accompanying a transaction.
Is stored, and the second storage unit 8 stores a second time shorter than the first time. This second time is for displaying an inquiry screen when no operation is performed for a certain period of time because the customer does not know what operation to perform next or hesitates, For example, the time is set to about half of the first time.

Since the first time and the second time are different for each guidance screen, the time for each guidance screen is the first time.
Are stored in the storage unit 7 and the second storage unit, and these times are read by the control unit 11 according to the guidance screen displayed on the display unit 3. On the other hand, the monitoring terminal 12 includes an interphone 13 as a communication means, a display unit 14, a key input unit 15, and a control unit 16 for controlling these.

The automatic transaction apparatus 1 and the monitoring terminal 12 are connected to the network 1
7, the interphones 5 and 13 as communication means are also connected by the network 17. FIG. 3 is a flowchart showing the operation of the embodiment, and FIG. 4 to FIG.
This will be described with reference to the display screen example shown in FIG.

Note that S shown in FIG. 3 represents each step. First, when the automatic transaction apparatus 1 is idle, the control unit 11
Causes the display unit 3 to display the initial screen shown in FIG. The customer looks at this initial screen and selects a transaction by pressing the corresponding transaction part on the key input unit 2 provided on the display unit 3, but it is assumed that the payment transaction has been selected (S
1).

When a transaction is selected, the control section 11 causes the display section 3 to display a card insertion guide screen (operation guide screen) shown in FIG. 5 to allow the customer to insert a card (S).
2). Subsequently, the control unit 11 reads the first time and the second time corresponding to the card insertion guide screen from the first storage unit 7 and the second storage unit 8, and sets them in the internal memory (S3). The passage of time is monitored by the output from the timer 6.

Thereafter, the control unit 11 monitors whether or not an operation has been performed by the customer, that is, whether or not the card has been inserted into the insertion / ejection opening of the card R / W4 (S4). In this case, the card is taken into the card R / W 4 and the data of the card is read. Then, it is determined whether or not there is a next operation guide screen (S5).
2 is performed.

In this case, since the transaction is a payment transaction, the control unit 11 causes the display unit 3 to display the personal identification number input guidance screen (operation guidance screen) shown in FIG. The first time and the second time corresponding to the personal identification number input operation guidance screen are read from the second storage unit 8 and set in the internal memory, respectively, and the progress of the time is monitored by the output from the timer 6.

When the customer inputs a password by pressing the numeric keypad 21 on the screen with the key input unit 2, it is determined in S4 that there is an operation, and in S5 it is determined whether or not there is an operation guide screen again. In this case, the control from S2 is performed. At this time, the control unit 11 communicates with the host computer of the center (not shown) and proceeds to the following processing when the permission of the transaction is obtained.

That is, in S2, the money input guidance screen (operation guidance screen) shown in FIG.
Then, the first time and the second time corresponding to the amount input guidance screen are read from the first storage unit 7 and the second storage unit 8 and set in the internal memory, respectively. When the customer inputs the desired amount of payment by pressing the numeric keypad 21 on the screen using the key input unit 2, it is determined in S4 that there is an operation, and in S5 it is determined whether or not the operation guide screen is present again. If there is, the control from S2 is performed, but in this payment transaction, the money input guidance screen of FIG. 7 is the final screen as the customer's operation guidance screen, and thus the processing ends normally.

However, actually, after S5, the deposit / withdrawal machine 10
Payment processing such as paying out, discriminating, discharging, etc.
If a passbook has been inserted into the passbook entry machine 9 in advance, a process of printing the transaction contents on the passbook is performed, and the passbook and the card are discharged. If there is no operation in S4, the control unit 11 determines whether or not the second time has timed out (S6). If not, the control unit 11 waits for an operation. It is determined whether or not the timeout of the second time is the first time (S
7).

[0020] This timeout is used for payment transactions.
In the operation guidance screens of FIGS. 5 to 7, in the present invention, only one operation guidance screen is permitted once, as a measure against a case where the customer is lost or cannot understand the operation. When the control unit 11 determines that the second time has timed out for the first time in each of the operation guide screens of FIG. 7 to FIG. 7, the control unit 11 displays the inquiry screen of FIG.
8).

This inquiry screen asks the customer whether there is any unclear point and asks the customer whether or not to receive an explanation by the operator. The key 22a or the "No" key 22b is pressed by the key input unit 2 (S9). Here, when the “Yes” key 22a is pressed, the control unit 1
1 releases the set of the first time, calls the interphone 13 of the monitoring terminal 12 via the network 17,
Intercom 5 and intercom 1 of monitoring terminal 12
The communication between the customer and the operator is performed by 3 (S10).

[0022] Thus, the customer can ask the operator for any unclear points. For example, when the customer does not know how to input the personal identification number on the screen of FIG. 6 and informs the operator to that effect, the operator responds to it, and the operator operates the key input unit 15 at that time. Then, the controller 16 can display the same screen as the screen of FIG.

When the customer understands the operator's answer and terminates the communication, the control unit 11 causes the display unit 3 to display a screen before the timeout (S11), and performs control from S3.
In this case, the customer can perform a correct operation on the displayed operation guide screen based on a response from the operator. On the other hand, when the "No" key 22b is pressed, the control unit 11 causes the display unit 3 to display the screen before the timeout (S12).

In this case, the operation may be delayed because the customer may be lost. Therefore, the control unit 11 checks that the transaction can be performed without inquiring the operator. After displaying the screen before the timeout in 3, it is determined whether or not the first time has expired (S13). If it is determined in S7 that the timeout of the second time is not the first time, that is, if the inquiry screen has been displayed in the past, the current display screen is continuously displayed as it is, and the process proceeds to S13 to perform the first time. 1
It is determined whether or not the time is a timeout.

If it is determined in S13 that the timeout has not occurred, it is determined whether or not an operation has been performed (S1).
4) If it is determined that the operation has been performed, the control is performed from S5. In the case of a timeout, the transaction is terminated as a time-out as in the conventional case. In this case, if the customer wishes to conduct a transaction, the customer must start again from the first transaction selection. However, if there is no operation within a certain period of time for each operation guidance screen for the customer, the inquiry screen is displayed once. Since the information is displayed and can be inquired to the operator of the monitoring center, the transaction can be normally completed with a high probability.

In the above-described embodiment, an inquiry screen is displayed when there is no operation within a certain period of time for each operation guidance screen. However, for each operation guidance screen shown in FIGS. Key 23 is displayed and S4
If the "inquiry" key 23 is pressed in the step (3), the control from S7 may be performed. These operation guidance screens of FIGS. 5 to 7 are stored in a screen file (not shown), and are sequentially taken out by the control unit 11 and displayed on the display unit 3.

Further, in the above-described embodiment, the payment transaction has been described as an example. However, all transactions performed by the automatic transaction apparatus, for example, deposit, transfer, bookkeeping displayed on the initial screen of FIG. It is also applicable to transactions such as transfer, balance inquiry, and periodic cancellation. The control of a series of processing operations in the above-described embodiment is provided by program software written in a storage medium such as a floppy disk or a compact disk.

[0028]

As described above, the system for performing the operation of the automatic transaction apparatus according to the present invention connects the communication means of the automatic transaction apparatus which performs various financial transactions by the operation of the customer to the communication means of the monitoring center. In both cases, a first time for operation time limitation and a second time shorter than the first time are set for each operation guidance screen for guiding a transaction operation to the customer. After the operation guide screen is displayed on the display unit, if an operation by the customer is not performed within the second time corresponding to the operation guide screen, an inquiry screen for selecting whether or not to inquire the operator of the monitoring center is displayed. Displayed on the display unit, if the customer selects to make an inquiry, the automated teller machine calls the communication means of the monitoring center, and the mutual communication means makes the contents of the inquiry from the customer. Communication for causing the operator to answer, and after the communication, the original operation guidance screen is displayed on the display unit, and the operation on the operation guidance screen is performed within a first time from that time. If the user selects not to make an inquiry, the original operation guidance screen is displayed on the display unit, and the operation is performed within the first time from when the operation guidance screen is first displayed. I have.

[0029] Therefore, it is possible for a customer who has become unfamiliar with the operation to execute a transaction smoothly even if the customer is unfamiliar with the operation. In addition to being able to be almost eliminated, the automatic transaction apparatus has an effect that the operation efficiency can be improved without wasting time due to the customer redoing the operation.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an embodiment of the present invention.

FIG. 2 is a schematic diagram showing a connection between the automatic transaction apparatus and a monitoring center in the embodiment.

FIG. 3 is a flowchart showing the operation of the embodiment.

FIG. 4 is a diagram showing an initial screen of the automatic transaction apparatus.

FIG. 5 is a view showing an operation guidance screen of the automatic transaction apparatus.

FIG. 6 is a view showing an operation guidance screen of the automatic transaction apparatus.

FIG. 7 is a view showing an operation guide screen of the automatic transaction apparatus.

FIG. 8 is a diagram showing an inquiry screen of the automatic transaction device.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Automatic transaction apparatus 2 Key input part 3 Display part 4 Card reader / writer 5 Interphone 6 Timer 7 First storage part 7 Second storage part 11 Control part 12 Monitoring terminal 13 Interphone 14 Display part 15 Key input part 16 Control Part 17 Network

Claims (3)

[Claims] 1. A communication means of an automatic transaction apparatus for performing various financial transaction processing by a customer's operation and a communication means of a monitoring center are connected by a line, and each operation guidance screen for guiding a customer to perform a transaction operation is provided. Setting a first time for limiting the operation time and a second time shorter than the first time, displaying the operation guidance screen on the display unit of the automatic transaction apparatus, and responding to the operation guidance screen. If no operation is performed by the customer within the second time, an inquiry screen for selecting whether to inquire the operator of the monitoring center is displayed on the display unit, and the customer selects to make an inquiry Performs a call from the automatic transaction device to the communication means of the monitoring center, and performs communication for allowing the operator to reply to the contents of the inquiry from the customer by the mutual communication means, and after the communication, When the original operation guidance screen is displayed on the display unit, the operation on the operation guidance screen is performed within a first time from that point, and when the customer selects not to make an inquiry, the original operation guidance screen is displayed on the display unit. An operation execution system for an automatic transaction apparatus, wherein an operation guidance screen is displayed and an operation is performed within a first time from the time when the operation guidance screen is first displayed. 2. The operation execution system for an automatic transaction device according to claim 1, wherein the operation guidance screen is displayed on the display unit of the automatic transaction device, and then the operation by the customer is performed within a second time corresponding to the operation guidance screen. Is not performed, an inquiry screen for selecting whether or not to inquire the operator of the monitoring center is displayed on the display unit only when the second time has elapsed for the first time. In the second case, the operation execution system of the automatic transaction apparatus is characterized in that the display of the current operation guidance screen is continued and the operation is performed within a first time from when the operation guidance screen is displayed. . 3. The automatic transaction device operation execution system according to claim 1, wherein the automatic transaction device has a timer and an operation guidance screen displayed on a display unit for guiding a customer operation involved in the transaction. A first storage unit for storing a first time for the set operation time limit, and a second storage unit for storing a second time shorter than the first time; When the guidance screen is displayed, the first time and the second time corresponding to the operation guidance screen are taken out from the first storage unit and the second storage unit and set, and the time is monitored by the timer. If no operation is performed by the customer within the set second time, an inquiry screen for selecting whether or not to inquire the operator of the monitoring center is displayed on the display unit,
If the customer selects to make an inquiry, the first time setting is canceled, and after the communication by the communication means, the first time corresponding to the operation guide screen displayed on the display unit is set again. And an operation execution system for the automatic transaction apparatus, wherein the elapse of the time is monitored.