KR20060043884A - System and method for guiding the customer which leads a customer to a predetermined teller's window - Google Patents

Abstract

The present invention overcomes the problem that no processing is performed for the work of the customer during the waiting time until the customer is called, in the case of the existing turn-based customer calling method, a series of related to the customer during the waiting time The present invention relates to a customer induction system and a customer induction method that enables a business to be processed immediately after a customer is called.

Customer guidance system for inducing the customer to any one of a plurality of windows for processing the customer's conditions in accordance with an embodiment of the present invention, a user terminal for receiving the personal identification information and information of the customer from the customer, and the A central system connected to a user terminal, wherein the central system includes a customer management unit for identifying customer information of the customer from a predetermined customer database based on the input personal identification information, and the personal identification based on the usage information; And a customer classification unit for classifying the information into a predetermined group, and a signal processing completion signal from any window, assigning the customer with the highest call order among the items classified into the group related to the window to the window. The customer information of the customer to the contact terminal of the window to which the customer is assigned; It characterized in that it includes an allocation window for transmitting the key information.

According to the present invention, it is possible to break away from the conventional customer calling method by the numerical display, it is possible to call the customer name by the display of the customer name, through which the customer guidance system that supports the differentiated calling service according to the customer's rating and There is an advantage in providing a method of attracting customers.

Customer call, customer call, teller, business process

Description

TECHNICAL AND METHOD FOR GUIDING THE CUSTOMER WHICH LEADS A CUSTOMER TO A PREDETERMINED TELLER'S WINDOW}

1 is a block diagram showing a customer guidance system according to a preferred embodiment of the present invention.

2 is a view showing an example of the configuration of a central system according to the present invention.

3A is a diagram illustrating an example of a configuration of a user terminal according to the present invention.

FIG. 3B is a view for explaining input of usage information and personal identification information by the user terminal of the present invention.

4 is a flowchart specifically illustrating a customer induction method according to an exemplary embodiment of the present invention.

5 is a view for explaining a specific embodiment according to the present invention.

<Explanation of symbols for the main parts of the drawings>

100: customer induction system 110: user terminal

120: central system 130: customer database

140: bank server 150: contact terminal

160: customer 170: communication network

180: product database 190: product recommender

The present invention overcomes the problem that no processing is performed for the work of the customer during the waiting time until the customer is called, in the case of the existing turn-based customer calling method, a series of related to the customer during the waiting time The present invention relates to a customer induction system and a customer induction method that enables a business to be processed immediately after a customer is called.

In general, if there are a limited number of agencies that handle business, and there are a large number of customers who want to work in a limited number of organizations, most agencies require that the customer's business be processed in turn according to the customer's visit order. have. To this end, the conventional customer calling method induces the customer to acquire the order table in a short time of visit, and waits for the customer to call the number described in the order table at any window.

In this turnover method, the customer has to wait in vaguely for the call of the number assigned to him, and if the customer leaves the waiting position for a while and does not hear the number call when the number is called, the order table is read again. It is a well-known fact that they go to a random counter or appeal to the counter staff to circumvent the situation and ignore the order so that the work can be performed.

Moreover, no business processing is progressed until the customer calls from a given window after the order table is obtained, and the customer's business processing does not start until the time when the customer faces the counter staff. . If there is a customer calling method that deviates from the customer calling method that simply acquires the order table, allows the customer to input the minimum information about the purpose of visiting the site, and uses the entered information to perform the work, By being shared by the customer, it will shorten the processing time and improve the processing efficiency of the counter staff.

Therefore, there is an urgent need for the emergence of a customer induction model that collects information about customers and information on the purpose of site visits, and can call customers by using these information. In addition, there is a demand for a customer induction model that significantly reduces the waiting time of a specific level of customers through differentiated services that actively utilize customer information, rather than simply inducing customers on a first-come, first-served basis.

The present invention has been made to solve the above problems, it is possible to break away from the existing customer call method by the number display, it is possible to call the customer name by the display of the customer's name, through which the differentiation according to the grade of the customer It is an object of the present invention to provide a customer derivation system and a method of deriving a customer to support a paging service.

In addition, an object of the present invention is to provide a customer guidance system and customer guidance method for allocating the customer's work by assigning the customer to the window according to the type of work required by the customer and by allowing the customer to enter the information on their own It's there.

In addition, another object of the present invention is to promote the sale of new products by providing predetermined product information to the customer according to the customer's use or transaction performance, and to provide the product information with good conditions to the customer. It is to provide a customer guidance system and a customer guidance method.

In addition, the present invention can visit the bank after the customer enters the information about the task to be handled in advance, the customer guidance system and customer guidance method for reducing the labor and time required for business processing at the bank site To provide another purpose.

Customer guidance system for inducing the customer to any one of a plurality of windows for processing the customer's condition according to an embodiment of the present invention for achieving the above object, inputs the personal identification information and the information of the customer from the customer A receiving user terminal, and a central system connected to the user terminal, wherein the central system comprises: a customer management unit for identifying customer information of the customer from a predetermined customer database based on the input personal identification information; A customer classification unit for classifying the personal identification information into a predetermined group on the basis of; and a customer having the highest call order among the cases classified into the group associated with the window when receiving a process processing completion signal from an arbitrary window. Is assigned to the counter, and the customer is assigned to the terminal of the counter assigned to the counter. And a window allocator for transmitting the customer information and the business information of the customer.

In addition, as a technical configuration for achieving the above object, a customer guidance method for inducing the customer to any one of a plurality of windows for processing the customer's condition, the step of receiving the personal identification information and the usage information of the customer from the customer And identifying customer information of the customer from a predetermined customer database based on the input personal identification information, classifying the personal identification information into a predetermined group based on the usage information, and any window. Receiving a signal processing completion signal from, the customer having the highest call order among the items classified into the group associated with the window to the window, and the customer information of the customer to the person in charge of the window assigned the customer And transmitting the information.

Hereinafter, with reference to the accompanying drawings, a customer guidance system and customer guidance method of the present invention will be described.

The user terminal continuously used in the present specification is a generic name for an unmanned information terminal installed in a public place. In this embodiment, the user terminal is installed in a government agency, a card / securities company, a bank, and the like to provide various information related to the processing of a customer. For example, it may refer to a kiosk or the like. The user terminal utilizes advanced multimedia devices such as touch screens, sounds, graphics, and communication cards to provide customers with information on various business processes, product introductions, and usage of facilities through voice services and moving images. do. In particular, the user terminal can obtain information about the customer only by directly touching the screen instead of the keyboard or by the touch of a chip that pre-embeds the personal information of the customer, thereby providing an interface when the customer inputs his or her own information. It can be done easily.

1 is a block diagram showing a customer guidance system according to a preferred embodiment of the present invention.

The customer guidance system 100 includes a user terminal 110 and a central system 120 connected to the user terminal 110.

The customer guidance system 100 of the present invention can be implemented at any place in the off-line that waits for a large number of customers who require the processing of a task and optimally allocates a processing sequence for the processing of the waiting client. In particular, as an offline place where the customer induction system 100 of the present invention is implemented, for example, a ticketing window of a ticket, a hospital waiting for medical treatment, a restaurant crowded with customers, and the like may be illustrated. For the sake of convenience, the description is limited to those implemented in the bank that handles the customer's financial affairs.

First, the user terminal 110 is a device that receives personal identification information and usage information of the customer 160 from the customer 160. Here, the personal identification information may refer to information related to various customer identities that can recognize the customer 160. Such personally identifiable information may include, for example, a name (or a customer identifier that replaces the customer's name), an identification ID, a password, a social security number, an address, a telephone number, a mobile phone number, a credit card number, and the like. Examples include contracted bank account numbers, bank card numbers, and the like, available at banks. In addition, the usage information may be a collective name of information related to a task required by the customer 160 to process among tasks that can be serviced in an offline place where the present invention is implemented. For example, the business in the bank may be a deposit and withdrawal, bank transfer, utility bill payment, loan, insurance, etc., the customer 160 selects a task that meets the purpose of his visit from among these tasks, accordingly the user terminal 110 ) Will generate event information corresponding to the selected task. To this end, the user terminal 110 may display menus related to these business processes, for example, as an image on the screen of the user terminal 110 and correspond to the selection of the customer 160 for the menu. Event information may be generated. That is, the user terminal 110 checks the customer 160 who visited the place where the user terminal 110 is located by using personal identification information, and checks the purpose of the visited visitor by using the usage information.

The central system 120 is connected to the user terminal 110 and the wired / wireless communication network 170, and controls the business process of the customer 160 to be performed using the personal identification information and the usage information obtained from the user terminal 110. Device. In particular, the central system 120 in the present embodiment is linked with the bank server 140 that manages the transaction history information of the customer 160, the transaction history information of the customer 160 requesting business processing is the corresponding customer ( 160 is transmitted to the person in charge of the assigned terminal 150. Here, the contact person terminal 150 is located at each window where the work of the customer 160 is actually performed, and the contact person (eg, a teller at the bank window) that the customer 160 has past transactions with the corresponding bank. It may mean a means for providing information on the details, information on the status of the contract, information about the products handled. Hereinafter, the central system 120 will be described in more detail with reference to FIG. 2.

2 is a view showing an example of the configuration of the central system according to the present invention, the central system 200 is a customer management unit 210, the case classification unit 220, the window allocating unit 230, rank adjustment unit 240, and It includes a storage unit 250.

First, the customer manager 210 is an apparatus for identifying customer information of the customer 160 from the customer database 130 based on the input personal identification information. Here, the customer database 130 is a device for storing information on the identity of the customer 160 in a contractual relationship with the bank corresponding to the customer 160, for example, the customer 160 at the time of establishing the initial contract relationship with the bank. ), And may be updated at any time after the customer 160 determines. In addition, the customer information may be information required for the banking process of the customer 160, and may include not only the above-mentioned personal identification information but also customer financial information such as customer transaction details and possession asset details at the bank. It can be, so that the differentiated customer service for the customer 160 using this can be made. That is, the customer manager 210 acquires the related information about the customer 160 who visited the bank by using the personal identification information collected from the customer 160.

The business classification unit 220 is a device for classifying personal identification information into a predetermined group based on the business information, and serves to group the corresponding customer 160 for each task required by the customer 160. The reason for the classification of the personal identification information of the use classification unit 220 is due to the segmentation of the window of the task, thereby inducing the customer to be assigned to the window that can optimally handle the work required by the customer. For example, the general 'financial affairs' and 'loan business' of the bank's business is different in the nature of the business, accordingly, the window for processing the business in the bank may be located differently. Accordingly, the business classification unit 220 classifies the personal identification information into a predetermined number of groups by using the business information generated in consideration of the type of processing for each window in the actual bank in which the present invention is implemented. The grouping item by the business classification unit 220 may be flexibly selected by the operator of the system, and when the business information relates to the banking business, for example, general financial business (account transfer, bank transfer, etc.), payment business ( Payment of utility bills) and loan / insurance work.

The window allocating unit 230 is a device for allocating the customer 160 having the highest call rank among the items classified into the group related to the window upon receiving the signal processing completion signal from any window. That is, the window allocating unit 230 confirms that the business processing of the customer 160 is terminated at any window, and serves to guide the predetermined customer waiting at the window where the work is finished. To this end, the window allocating unit 230 allocates a window capable of processing the work related to each of the groups classified by the content classification unit 220, and at the assigned window, the signal processing completion signal, that is, the previous customer 160. At the time when a signal indicating that the business process for the end is generated, the customer 160 having the highest priority call in the group is recognized.

Here, the call rank refers to the order of assigning any customer 160 to the window where the business process is completed, and allows the customer having the call priority to be preferentially assigned to the window where the signal processing completion signal has occurred. The call rank for each customer can be flexibly determined by the operator of the present system in consideration of the system environment, and is typically given to the customer 160 who enters personal identification information into the user terminal 110 in a chronological order, for example, by visiting first. Preferred call priority can be given. In this embodiment, the call order for the customer may be determined in consideration of the temporal order, as well as the rating information of each customer.

To determine the call ranking for this customer, the central system 120 will include a ranking adjuster 240. The rank adjusting unit 240 determines a call rank for the personal identification information in each group classified by the business classification unit 220, but the first call rank determined by the temporal order is determined by the grade information of the customer 160. To be changed. The rating information is customer level information given to the corresponding customer 160 according to the transaction performance with the contracted bank. For example, the rating information is given by the operator of the system in consideration of the transaction period, the total amount of transaction finance, and the performance of participating in a specific financial event. Can be. Such rating information is stored and maintained in correspondence with each of the customers 160 in a predetermined area of the customer database 130, and the customer management unit 210, for example, according to the customer rating request signal generated at the time of input of the personal identification information, The customer's rating information is identified in the customer database 130.

In determining the call ranking of the customer, for example, when the rating information of the customer 160 is a specific level (eg, VIP rating), the ranking adjusting unit 240 may determine the order in which the corresponding customer 160 registers the personal identification information ( Irrespective of the chronological order), the customer 160 can determine the highest call rank. Accordingly, it is possible to ensure that the customer 160 having a high customer level has a relatively high rank of call, and thereby, the customer 160 has no waiting time or minimizes the differentiated customer 160 service. Can provide.

In addition, the window allocator 230 may transmit the customer information and the usage information of the corresponding customer 160 to the person in charge 150 of the window to which the customer 160 is assigned. That is, the window allocating unit 230 may provide the person in charge of the corresponding window to which the customer is assigned beforehand, before coming to the customer to the customer 160 with information that can recognize the customer and basic information about the task to be processed. . Accordingly, it is possible for the person in charge to recognize the information on the work to be processed by the customer 160 in advance in advance, thereby shortening the work processing time.

In addition, the window allocating unit 230 may control the customer's name of the customer to be displayed on the display module (not shown) for the customer call disposed at the window, for the customer 160 assigned to the specific window. have. To this end, the customer management unit 210 identifies the customer name information of the customer 160 who inputs the personal identification information to the user terminal 130 from the customer database 130, and the window allocator 230 identifies Control customer name information to be displayed on the display module.

Therefore, according to the present invention, it is possible to break away from the existing method of calling a customer by displaying a number, and can make a named customer call by displaying a customer's name, thereby operating a differentiated calling service according to the grade of the customer 160. The object of the present invention can be faithfully performed.

In addition, as another embodiment of the central system according to the present invention, by sending information about the work to be processed before the customer 160 visits the site to the central system 200, the customer 160 to perform the work in the field. Explain how to share work in advance.

To this end, the customer 160 must first have a user computer (not shown) that maintains a connection with the central system 200 according to the present invention, and has a predetermined work input window driven on the user computer. You will enter details about the task you wish to process. In this case, the user computer maintains a connection state with the central system 200 through a communication network 170 such as the Internet or a telephone line, and transmits the details of the input work, that is, the service information to the central system 200. As a terminal, for example, a personal computer, a handheld computer, a personal digital assistant (PDA), a mobile phone, a smartphone, or the like, is provided with a predetermined memory means and is equipped with a predetermined microprocessor. It can be a concept.

In addition, the central system 120 includes a content storage unit 250 for receiving and maintaining the content information transmitted from the user computer before the visit of the customer 160. That is, the content storage unit 250 receives the content information from the customer 160 in advance through the user computer, and stores the input information corresponding to the unique identifier of the customer 160, respectively.

Thereafter, the customer manager 210 identifies the unique identifier of the customer from the customer database 130 by using the inputted personal identification information, and extracts the usage information corresponding to the identified unique identifier from the case storage unit 250. . That is, the customer management unit 210 acquires a unique identifier for recognizing the customer 160 with respect to the customer 160 who has previously input the business information, and the customer 160 inputs the received unique identifier. It retrieves information about an event.

Therefore, according to the present invention, the customer 160 can visit the bank after inputting information on the work he wants to process in advance, for example, at home, so that the labor and time required for the business processing at the bank site can be obtained. Savings can be achieved. In addition to inputting the above-described information into the calculation, it is possible to transmit the information about the time that the customer 160 visits through the user computer, and thus a predetermined range of time input by the customer 160. When the customer 160 visits the bank site within a short time, a variety of customer services may be developed such that business processing is performed immediately without waiting time.

As another embodiment of the present invention, it will be described to provide the relevant product information to the customer 160 according to the transaction history and previous transaction performance of the customer 160.

To this end, the customer guidance system 100 of the present invention will include a product database 180 and a product recommender 190.

First, the product database 180 is a device for storing a plurality of product information. That is, the commodity database 180 maintains a list of commodities being traded by the bank or a commodity promoted strategically by the bank, and the update of the commodity information is performed by the operator of the system. Optionally, or periodically (seasonal). When the location of the present invention is implemented in the bank, the commodity database 180 includes, for example, information about short-term deposit products having a high deposit interest, new loan products having a loan interest lower than a loan product subscribed to the customer 160. Information about the insurance product, insurance product with extended coverage, and the like.

In addition, the product recommender 190 is a device that selects and extracts predetermined product information from the product database 180 based on the usage of the customer 160 or the transaction result of the customer 160 that inputs the personal identification information. That is, the product recommender 190 analyzes the business information related to the banking business that the customer 160 wants to process, information about the product contracted by the current customer 160, and performance information that has previously been dealt with the bank. In this regard, it serves to recommend a product which is determined to be a good condition that is optimal or better to the customer 160. The extracted product information is transmitted to, for example, the contact person terminal 150 of the window to which the customer is assigned by the window allocation unit 230, and the contact person of the corresponding window refers to the product information displayed on the contact person terminal 150. ) Can be introduced and recommended for product information. Accordingly, by extracting and recommending product information, not only can sales of new products be promoted, but also the effect of providing product information in good condition to the customer 160 can be obtained.

Hereinafter, as another embodiment of the present invention, the customer 160 directly inputs the personal identification information to the user terminal 110, or reads the personal identification information from a predetermined memory chip.

3A is a diagram illustrating an example of a configuration of a user terminal according to the present invention.

As described above, the user terminal 110 receives the personal identification information from the customer 160 who visited the site, and the input of the personal identification information is included in the input module 310 or the reading module included in the user terminal 110. Performed by 320.

First, the input module 310 is a device that directly receives the personal identification information from the customer 160, driving a predetermined input window on the display screen of the user terminal 110, the customer 160 to the input window For example, it performs a role of receiving personal identification information based on an account number, social security number, identification number, and the like.

On the other hand, the reading module 320 is a device that reads personal identification information embedded in a predetermined card chip and receives the personal identification information, and is pre-recorded on a chip such as a cash / debit / credit card held by the customer 160. It reads the user's data by contact or contactless, and receives the personal identification information.

The personal identification information input by the input module 310 or the reading module 320 may be a unique identifier of the customer 160, a code number of a predetermined card, a number of a predetermined account, and the like. Customer guidance system 100 of the will be able to recognize the information about the customer 160 visited the bank site.

FIG. 3B is a view for explaining input of usage information and personal identification information by the user terminal of the present invention.

First, FIG. 3B) illustrates a selection screen for a processing task displayed on the display screen of the user terminal 110, and the customer 160 visits his bank among the tasks listed on the display screen. You can select one or more tasks that match. For example, the customer 160 who has visited the bank site for the transfer of funds can make a selection for the work 'remittance' on the display screen, and the user terminal 110 generates the information related to the selected work 'transfer' To the central system 120. In particular, in FIG. 3B, some advertisements for bank products may be exposed to the customer 160 who selects a processing task so that the product promotion may be simultaneously performed (see the bottom of FIG. 3B).

In addition, ii) of FIG. 3B illustrates an input screen of personal identification information displayed on a display screen for receiving the personal identification information of the customer 160 who visited the bank, and the customer 160 records the personal identification information. Using a predetermined card or directly entering personal identification information on the input screen. In FIG. 3B, as the personal identification information, the customer 160 inputs the personal identification information by describing the number of the account with which the bank is dealing with the bank and the relevant password. In addition, ii) of FIG. 3B illustrates that the cash / debit / credit card can be contacted to a predetermined card reader, or a bankbook can be inserted into a predetermined bankbook input to receive personal identification information. Depending on the selection, it can be flexibly entered.

In addition, as another embodiment of the present invention, it will be described to expose the advertising information for the shop or other goods related to the bank through the user terminal 120.

To this end, the user terminal 120 includes an advertisement module 330 which controls to display predetermined purchase information on a display screen. That is, the advertisement module 330 may be stored in, for example, purchase information of a store (a flower seller, a coffee seller, etc.) having a payment contract with the bank, or other goods (telecommunications terminal sales, card sales, etc.) on behalf of the sale. May be provided to the customer 160. In particular, the advertisement module 330 may have a predetermined distance sensor function, and when the customer 160 is located within the selected distance, the corresponding purchase information may be displayed in a predetermined range on the display screen, thereby identifying a person. The predetermined purchase information is accurately exposed to the customer 160 who enters the information.

At this time, the customer manager 210 controls the amount corresponding to the purchase process to be subtracted from the predetermined account of the customer 160 according to the predetermined purchase process for the purchase information. That is, when the customer 160 selects to purchase the goods or other goods of the corresponding store by looking at the purchase information provided on the display screen of the user terminal 160, the customer management unit 210 according to the predetermined payment contract The relevant amount is to be settled from the account of 160). For example, according to the selection of the purchase information for the coffee shop located in the bank having a payment contract with the bank, the customer 160 may be provided with coffee of the purchase information selected from the coffee shop, and the amount corresponding to the coffee price is Automatic payment may be made in the account of the customer 160.

Therefore, according to the present invention, the promotion of the store associated with the bank can be naturally exposed to the customer 160 using the user terminal 110, and also the customer 160 to the purchased goods (things). The payment can be automatically deducted from the bank account, thereby eliminating cumbersome payment processing.

The workflow of the customer guidance system 100 according to the present invention having such a configuration will be described in detail.

4 is a flowchart specifically illustrating a customer induction method according to an exemplary embodiment of the present invention.

The customer derivation method of the present invention is performed by the customer derivation system 100 described above.

First, the customer guidance system 100 receives the personal identification information and the usage information of the customer 160 from the customer 160 (S410). This step (S410) is a process for the customer 160 visiting the bank site to select / input the personal identification information and the business information using the user terminal 110. The personal identification information and the usage information are generated by selecting a menu listed on the display screen of the user terminal 110 or directly inputted by the customer 160 (see FIG. 3B).

In addition, the customer guidance system 100 identifies the customer information of the customer 160 from the customer database 130 based on the input personal identification information (S420). This step (S420) is a process of identifying the customer 160 requesting the business process, the process of recognizing the customer who visited the bank site using personal identification information and input the business information for the business process.

Next, the customer guidance system 100 classifies the personal identification information into a predetermined group based on the usage information (S430). This step (S430) is a process of grouping one or more customers into a predetermined group according to the type of work requested by the customer 160, and a window capable of processing related tasks is assigned to each group.

In addition, when the customer guidance system 100 receives a signal processing completion signal from any window, the customer induction system 100 assigns a customer having the highest call order among the items classified into a group related to the window to the window, and the customer 160. The customer information and the usage information of the customer 160 are transmitted to the person in charge of the assigned window 150 (S440). This step (S440) is called by the customer 160 of the personal identification information having the highest call rank in the group associated with the window at the point when the customer 160's business processing is completed at any window assigned to each group It is a process of inducing.

Accordingly, according to the present invention, the customer 160 is separated from the existing first-come-first-served method, and the customer 160 is optimally assigned to the window according to the type of work required by the customer 160, and the customer 160 inputs the service information by himself. By doing so, the work of the person in charge can be divided.

Hereinafter, a specific implementation of the customer guidance system 100 of the present invention will be described with reference to FIG. 5.

5 is a view for explaining a specific embodiment according to the present invention.

Step 1: The user terminal 110 outputs an advertisement or a promotional image on a display screen. When the customer 160 approaches the user terminal 110, a predetermined detector (infrared sensor, etc.) installed is operated.

Step 2: When the customer 160 approaches the user terminal 110 within a predetermined distance (within the working distance), the user terminal 110 is switched to the initial screen for input of the personal identification number. At this time, the working distance is determined by preset and the distance can be adjusted according to the situation. Basically, it means a distance at which an adult man and woman can extend the arm in a natural posture without any inconvenience and perform an operation on the display screen, and at the same time, can visually identify the contents displayed on the display screen.

Step 3: In the case of a bank, a customer (160) who opens an account or a credit card in the bank corresponds to a registered customer.In the normal case, a member number, an ID, an account number, etc. are used to identify with another person. A case in which the classification of a is possible is called a registered customer. The customer 160 selects and inputs from the user terminal 110 whether the user is a person who has already subscribed to the institution as a member (or a customer).

Step 4: Distinguish between the case of the registered customer and the non-registered customer, that is, the person who has not yet registered as a customer but needs the service provided by the relevant institution.

Step 5: The personal identification number is input to the user terminal 110 through the input device. The input device is a card reader that can read a magnetic tape, cash card, debit card, credit card, etc. of a bank account, and in the case of other institutions, a device that can read a member card issued by the relevant institution. Corresponding. In addition to the method of inputting a personal identification number through a separate input device, the customer 160 provides a function of directly inputting a social security number by pressing a number pad on a touch screen of the user terminal 110 to visit a customer who does not have a card. Processing can also be performed.

Step 6: The system collects the information such as the personal information and transaction status of the customer corresponding to the personal identification number received from the agency's information system, and the terminal of the person in charge (tele) to be assigned according to the task selected by the customer later ( Prepare in a form that can be transmitted to 150). In addition, a message related to contents or events (birthday, anniversary, etc.) to be notified by the institution about the customer 160 is also prepared. After the processing, some guide message may be displayed on the screen of the user terminal 110.

Step 7: A temporary identification number is assigned to the customer 160 who is not registered so that the person in charge can distinguish the customer 160. The temporary identification number will be assigned so that it does not overlap with other customers during the day.

Step 8: The customer 160 selects a service or a product to purchase.

Step 9: Enter the details for the selected task. For example, in the case of a bank, the bank selects a deposit task in the whole process, and in this process, the deposit details, such as the amount and the account number, are entered. In the case of a merchandise store, a quantity, a payment method, etc. of an ordered product may be input. This process may cause a bottleneck when a large number of people flock to the user terminal 110 at the same time, and thus may be appropriately adjusted or omitted during the system operation process.

Step 10: When a customer 160 orders multiple services or multiple products, it is possible to immediately select another task without re-entering a personal identification number. If you do not add the task, go to the assign person step.

Step 11: Call the assignee subroutine.

Step 12: After the person in charge is assigned according to the selected task, the user terminal 110 outputs information on the location of the person in charge (information such as the number of the counter and the direction of the person in charge), the name of the person in charge, and the expected waiting time. The output can use a screen and a printer together. If the customer selects multiple tasks and there is more than one person in charge, the information about the person who needs to go first is printed out first.

While specific embodiments of the present invention have been described so far, various modifications are possible without departing from the scope of the present invention.

Therefore, the scope of the present invention should not be limited to the described embodiments, but should be defined not only by the claims below, but also by the equivalents of the claims.

As described above, the present invention has been described by way of limited embodiments and drawings, but the present invention is not limited to the above-described embodiments, which can be variously modified and modified by those skilled in the art to which the present invention pertains. Modifications are possible. Accordingly, the spirit of the present invention should be understood only by the claims set forth below, and all equivalent or equivalent modifications thereof will belong to the scope of the present invention.

As can be seen from the above description, according to the present invention, it is possible to break away from the conventional call method by the numerical display, it is possible to call the named customer by the display of the customer name, thereby differentiating according to the rating of the customer It is possible to provide a customer induction system and a customer induction method that supports a customized calling service.

In addition, according to the present invention, it is possible to provide a customer guidance system and customer guidance method for allocating the work process of the person in charge by assigning the customer to the window optimally according to the type of work required by the customer and by allowing the customer to input the information of the customer himself. have.

In addition, according to the present invention, by recommending the predetermined product information to the customer according to the customer's use or transaction performance, not only can promote the sale of new products, but also induce customers to provide good information on the product to the customer System and customer induction methods can be provided.

In addition, according to the present invention, the customer can enter the information about the work to be handled in advance after the customer can visit the bank, the customer guidance system and customer to reduce the labor and time required for business processing at the bank site Induction methods can be provided.

Claims (8)

In the customer guidance system for inducing the customer to any one of a plurality of windows for processing the customer's case, A user terminal receiving personal identification information and usage information of the customer from the customer; And Central system connected to the user terminal Including, The central system, A customer management unit identifying customer information of the customer from a predetermined customer database based on the input personal identification information; A business classification unit classifying the personal identification information into a predetermined group based on the business information; Receiving a signal processing completion signal from any window, the customer having the highest call rank among the items classified into the group related to the window is assigned to the window, and the customer is assigned to the contact terminal of the window to which the customer is assigned. Counter allocation unit for transmitting customer information and business information Customer induction system comprising a. The method of claim 1, A commodity database for storing a plurality of commodity information; And A commodity recommender for selecting and extracting predetermined commodity information from the commodity database based on the customer's use of the personal identification information or the transaction results of the customer; More, And the window allocating unit transmits the selected product information to the person in charge of the counter assigned to the customer. The method of claim 1, The customer management unit identifies the customer name information for the customer who entered the personal identification information from the customer database, And the window allocating unit controls the identified customer name information to be displayed on a predetermined display module associated with the window to which the customer is assigned. The method of claim 1, The customer management unit identifies the rating information of the customer who entered the personal identification information from the customer database, The central system, Rank adjusting unit for changing the call rank of the customers classified in each group by using the rating information of the customer Customer induction system further comprises. The method of claim 1, The central system, A user storage unit for receiving the information in advance from the customer through the user computer connected through the network and the central system corresponding to the unique identifier of the customer storage More, The customer management unit identifies the unique identifier of the customer from the customer database by using the inputted personal identification information, and extracts the usage information corresponding to the identified unique identifier from the case storage unit system. The method according to claim 1 or 2, The user terminal includes an input module for receiving personal identification information from the customer, or a reading module for reading the personal identification information recorded from a predetermined card, And the personal identification information is at least one of a unique identifier of the customer, a code number of a predetermined card, and a number of a predetermined account. The method of claim 1, The user terminal, If the customer is located within a predetermined distance, the advertising module for controlling to display a predetermined purchase information More, And the customer management unit controls the amount corresponding to the purchase process to be deducted from a predetermined account of the corresponding customer according to a predetermined purchase process for the purchase information. In the customer guidance method of inducing the customer to any one of a plurality of windows for processing the customer's case, Receiving personal identification information and usage information of the customer from the customer; Identifying customer information of the customer from a predetermined customer database based on the input personal identification information; Classifying the personal identification information into a predetermined group based on the business information; And Receiving a signal processing completion signal from any window, the customer having the highest call rank among the items classified into the group related to the window is assigned to the window, and the customer is assigned to the contact terminal of the window to which the customer is assigned. To send customer and business information for Customer induction method comprising a.

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