WO2017073114A1 - Automatic transaction device and automatic transaction system provided with same - Google Patents

Abstract

An automatic transaction device is provided with: a plurality of input units via which customer-instigated input is received; a plurality of units via which the customer receives an output; a display unit for displaying a transaction operation selection screen that selectably displays a plurality of transaction operations including bank account transactions, which are automatic transactions routed via existing bank accounts; a communication unit for facilitating communication using images or voice contact with a member of staff when the selected transaction operation is a transaction operation other than a bank account transaction; and a control unit for switching between the input units and the output units in accordance with the transaction operation selected by the customer.

Description

Automatic transaction apparatus and automatic transaction system having the same

This application claims the priority of the Japanese application and Japanese Patent Application No. 2015-213498 for which it applied on October 29, 2015, The whole is taken in into this specification by reference.
The present disclosure relates to an automatic transaction apparatus that accepts customer operations and performs various transactions, and an automatic transaction system including the automatic transaction apparatus.

A conventional automatic transaction system connects an automated teller machine operated by a customer and a management terminal via a communication line, and when the customer presses (selects) the “Help” button displayed on the transaction screen, the transaction is performed. A detailed explanation display button for displaying a screen operation method and the like is displayed and a help notification is transmitted to the management terminal. The management terminal manages the level of urgency when the "Help" button is pressed many times or the elapsed time after display is long because the operation method cannot be understood on the detailed explanation screen selected by the customer. The operator connects to an automated teller machine determined to have a high degree of urgency and provides voice operation support while checking the transaction screen of the automated teller machine (for example, (See 2009-157595).

However, in the above-described conventional technology, after the customer selects the “Help” button, the operator starts operation support when the customer performs multiple button operations or the elapsed time becomes long. It takes time to start operation support by the staff.
The present disclosure has been made in consideration of the above, and provides an automatic transaction apparatus and an automatic transaction system including the automatic transaction apparatus that can shorten the time until the start of operation support by a staff member.

One aspect of the present disclosure is an automatic transaction apparatus, which includes a plurality of transactions including an account transaction that is an automatic transaction using an existing account, a plurality of input units that receive input from a customer, a plurality of output units to a customer A display unit configured to display a transaction business selection screen that displays business operations in a selectable manner, and when the selected transaction business is a transaction business other than the account transaction, it is possible to communicate with an attendant by voice and image. And a control unit configured to switch the input unit and the output unit in accordance with a transaction selected by a customer.

In this way, the present disclosure enables voice and image communication with an attendant when the transaction business selected by the customer is a transaction business other than an account transaction. It is possible to immediately receive the operation support by, and to shorten the time until the start of the operation support by the staff.

It is a block diagram which shows the automatic transaction system of an Example. It is explanatory drawing which shows the external appearance of the automatic transaction apparatus of an Example. It is explanatory drawing which shows the example of a display of the transaction business selection screen of the automatic transaction apparatus of an Example. It is explanatory drawing which shows the example of a display of the screen of the terminal display part of an Example. It is a flowchart which shows the transaction business process of the automatic transaction apparatus of an Example. It is explanatory drawing which shows the example of a display of the transaction selection screen of the automatic transaction apparatus of an Example. It is explanatory drawing which shows the example of a display in the operation assistance of the transaction business selection screen of an Example. It is explanatory drawing which shows the example of a display of the financial institution name input screen in the transfer transaction of an Example. It is a flowchart which shows the customer support process of the center terminal of an Example. It is explanatory drawing which shows the example of a display of the connection request incoming call screen of the center terminal of an Example.

Hereinafter, embodiments of the automatic transaction apparatus and the automatic transaction system of the present disclosure will be described with reference to the drawings.

Below, the automatic transaction apparatus and automatic transaction system of a present Example are demonstrated using FIG. 1 thru | or FIG.
As shown in FIG. 1, the automatic transaction system of the present embodiment includes an automatic transaction apparatus 1 installed in a store such as an ATM corner or a convenience store of a branch of a financial institution such as a bank, and a host computer installed in the financial institution. 2 through a communication line 3 such as a dedicated line, and the automatic transaction apparatus 1 and a center terminal 5 installed at the center of a financial institution via a communication network 6 such as a dedicated line or a public network. Connected and configured.

The automatic transaction apparatus 1 is an automatic teller machine that automatically performs various transaction processes such as deposit transactions, withdrawal transactions, transfer transactions, passbook entry, etc. with an existing account that has already been opened. In addition to having a function, it also has a function of reading a personal identification document, etc., and performing business operations such as opening a new account, card loss, address change, name change, etc.

The host computer 2 is connected to an automatic transaction apparatus 1 installed in a store or a normal automatic teller machine via a communication line 3, and account information such as the account number of the account of the customer who is the account opener, Customer information such as personal identification number, account balance, name and address is held to manage customer accounts. The host computer 2 receives a transaction message such as account information read from a transaction card or passbook or input information such as a personal identification number by the automatic transaction apparatus 1 or the like, and authenticates the identity or updates the account balance of the customer's account. And has a function of transmitting the transaction availability to a transmission source automatic transaction apparatus 1 or the like.
In addition, the host computer 2 receives a transaction message for various accounts such as opening a new account, notification of address change, name change notification, etc., and determines whether or not to establish the transaction business. In such a case, it has a function of assigning a new account number, updating a customer account address or name, and the like.

Based on the connection request from the automatic transaction apparatus 1 connected via the communication network 6, the center terminal 5 as the host apparatus communicates with the automatic transaction apparatus 1 of the transmission source by voice and image, It has functions such as remote operation support for customers.
It should be noted that the centers where the center terminals 5 are installed may be provided in one place by bundling the whole country, or may be provided for each prefecture, each city, or each relatively small area. That is, the installation location of the center terminal 5 may be determined according to the scale capable of supporting the customer.

The automatic transaction apparatus 1 of a present Example is equipped with the structure shown in FIG. 1, FIG.
The control unit 11 of the automatic transaction apparatus 1 is connected to the host computer 2 via the communication line 3 and the center terminal 5 via the communication network 6, and the automatic transaction apparatus 1 is controlled by a program stored in the storage unit 12. Each unit is controlled to execute various transaction processing and the like, and also controls mutual communication with the host computer 2 or the center terminal 5.
The storage unit 12 stores a program executed by the control unit 11, various data used for the program, a processing result by the control unit 11, and the like.

The operation display unit 13 is provided on the front surface of the automatic transaction apparatus 1 and includes a display screen 13a such as an LCD and a touch panel as an input unit disposed on the screen. Various transaction screens such as a transaction selection screen for guiding the user, an input screen such as a personal identification number input screen, an information screen for displaying information to be notified to the customer, and the like, and accepts customer operation input through the touch panel.

The card handling unit 14 reads and writes card information such as customer account information recorded in a magnetic stripe or IC chip of a transaction card such as a customer's cash card or credit card inserted from the card insertion slot 14a, At the end of the transaction, the inserted transaction card is discharged from the card insertion slot 14a and returned to the customer.
The card handling unit 14 may have a transfer card print issuing unit.

The statement slip handling unit 15 includes a thermal print head, prints transaction details on receipt paper, and at the end of the transaction, discharges the printed statement slip from the card insertion slot 14a and issues it to the customer. At the same time, the forgotten details are taken and stored.
The bankbook handling unit 16 as an output unit reads / writes bankbook information such as account information recorded in the magnetic stripe of the customer's bankbook inserted from the bankbook insertion slot 16a, and stores the transaction contents etc. in the bankbook inserted. In addition to discharging and passing the passbook that has been written through the passbook insertion port 16a and returning it to the customer at the end of the transaction, a passbook issuing unit that issues a new passbook to the customer is provided.

The banknote deposit / withdrawal unit 17 receives banknotes inserted by the customer through the banknote deposit / withdrawal port 17a at the time of deposit transaction, etc., discriminates and counts them and stores them in the storage, and is specified by the customer's operation at the time of deposit transaction, etc. The banknote corresponding to the amount of money is fed out from the storage and counted, and the banknote is accumulated in the banknote deposit / withdrawal port 17a and delivered to the customer.
The coin deposit / withdrawal unit 18 accepts the coins inserted by the customer through the coin deposit / withdrawal port 18a at the time of deposit transaction, etc., discriminates and counts it, stores it in the storage, and designates it by the customer's operation at the time of deposit transaction, etc. Coins corresponding to the amount of money, change, etc. are paid out from the storage and counted, and these are accumulated in the coin deposit / withdrawal port 18a and delivered to the customer.

The proximity detection unit 19 includes a proximity sensor 19a such as an ultrasonic sensor or an infrared light sensor, detects a customer who has entered a predetermined detection range set on the front side of the automatic transaction apparatus 1, and controls the control unit 11. A customer detection signal is output, and a customer who has moved out of a predetermined detection range is detected and a customer withdrawal signal is output to the control unit 11.
The biological information reading unit 21 includes a vein detection sensor 21a such as a scan sensor for reading a finger vein pattern, and outputs a vein image detected by the vein detection sensor 21a to the control unit 11.

The biometric information registration unit 22 registers the vein image detected by the vein detection sensor 21a of the biometric information reading unit 21 in an IC chip of a transaction card and / or a management server (not shown).
The document reading unit 24 as an input unit includes a document reader 24a such as a stand scanner, and documents such as an application form and a notification form placed on the mounting table 24b, a driver's license for identification, etc. An image such as a certificate is read and the document image is output to the control unit 11.
The document collection unit 25 transports and stores documents, such as application forms and notification forms, which are input from the document input port 25a and signed and sealed by the customer, in a collection box.

The power supply unit 27 supplies power supplied from outside the automatic transaction apparatus 1 to each unit including the control unit 11 of the automatic transaction apparatus 1, the document printing unit 30, and the video conference function unit 40.
The document printing unit 30 as an output unit is configured by a network printer or the like built in the automatic transaction apparatus 1 and prints documents such as an application form, a notification form, and a pamphlet based on a document printing instruction from the center terminal 5. And hand it over to the customer.
The video conference function unit 40 is configured by a video conference device or the like, and as shown in FIG. 1, a video conference control unit 41, a storage unit 42, a video conference display unit 43, a handwriting input unit 44, a customer image acquisition unit 45, An audio unit 46 and the like are provided.

The video conference control unit 41 is connected to the center terminal 5 via the communication network 6 and controls each unit in the video conference function unit 40 by a program stored in the storage unit 42 for customer operation support. The conference process and the like are executed, and the communication with the center terminal 5 using voice and images is controlled.
The storage unit 42 stores a program executed by the video conference control unit 41 and various data used for the program.

The video conference display unit 43 as an output unit includes a display screen 43a such as an LCD, and displays an image of a staff member such as an operator resident in the center or an image such as a document for confirmation on the display screen 43a. .
The handwriting input unit 44 as an input unit includes a touch panel type handwriting input screen 44a or the like such as a tablet, etc., and handwritten data such as an address handwritten by a customer in an entry column by an electronic pen 44b is displayed on a television. Output to the conference control unit 41.

The customer image acquisition unit 45 includes a video camera 45a that captures a customer image on which the customer's operation operations and facial expressions are projected, and is installed with the field of view of the camera facing the front side of the automatic transaction apparatus 1, At the time of the transaction, a customer image consisting mainly of a video of the customer's upper body is taken.
The voice unit 46 includes a speaker that transmits voice, a microphone that collects voice, and the like. The voice of a staff member transmitted from the center terminal 5 is reproduced by the speaker and transmitted to the customer, and the sound is collected by the microphone. The customer's voice signal is output to the video conference control unit 41.

The center terminal 5 includes a server device, a personal computer, and the like, and as shown in FIG. 1, a terminal control unit 51, a storage unit 52, a terminal display unit 53, an input unit 54, an attendant image acquisition unit 55, a voice unit 56, A power supply unit 57 and the like are provided, and a document printing unit 61 and a display ringing unit 62 are provided.
The terminal control unit 51 is connected to the automatic transaction apparatus 1 via the communication network 6, and controls each unit in the center terminal 5 by a program stored in the storage unit 52 to support customer operations by a staff member. The customer support processing and the like are executed, and mutual communication with the automatic transaction apparatus 1 by voice and images is also controlled.

The storage unit 52 stores programs executed by the terminal control unit 51, various data used for the programs, input screens for application forms and notification forms, and the like.
The terminal display unit 53 includes a display screen 53a such as an LCD, etc., and a customer image of a customer who operates the transaction screen displayed on the automatic transaction apparatus 1 on the display screen 53a or a video conference of the automatic transaction apparatus 1 A current screen such as a transaction screen displayed on the automatic transaction apparatus 1 transmitted from the function unit 40, a document image, a business menu screen operated by a staff member, and the like are displayed.

The input unit 54 is used for character keys and numeric keys when the clerk inputs the application form and various entries on the notification form, and when the clerk creates an input mode and a notification form such as the input mode and creates the document. Are provided with a plurality of function keys for performing an end operation, a confirmation operation, a confirmation operation, and the like, a mouse for selecting a selection button on the work menu screen displayed on the display screen 53a of the terminal display unit 53, and the like.

In the input mode of the present embodiment, the clerk reads the entry entered by the customer by handwriting in the handwriting input unit 44 of the automatic transaction apparatus 1, and the clerk inputs the read entry using the input unit 54. A mode and an agent input mode in which an attendant listens to an entry such as an application form and the attendant inputs the heard entry using the input unit 54 are set.
For this reason, in the storage unit 52 of the center terminal 5 of this embodiment, for each input mode, an application form for opening a new account, which is an application form to a financial institution, and reports of card loss, address change, name change, etc. An operation procedure for creating an application for each document type of an application such as a certificate is preset and stored.

The clerk image acquisition unit 55 is provided with a video camera or the like that shoots a clerk image showing the clerk's actions and facial expressions, and is installed with the camera's field of view facing the front side of the center terminal 5 to support operation of the customer When taking a picture, a clerk image mainly consisting of a video of the clerk's upper body is taken.
The voice unit 56 includes a speaker that transmits voice, a microphone that collects voice, and the like. The customer's voice transmitted from the video conference function unit 40 of the automatic transaction apparatus 1 is reproduced by the speaker and transmitted to the staff. At the same time, the clerk's voice signal collected by the microphone is output to the terminal control unit 51.

The power supply unit 57 supplies power supplied from outside the center terminal 5 to each unit including the terminal control unit 51 of the center terminal 5, the document printing unit 61, and the display ringing unit 62.
The document printing unit 61 is configured by a network printer or the like attached to the center terminal 5 and prints a document or the like based on a printing instruction from the center terminal 5 by a staff member.
The display ringing unit 62 includes an alarm device having a rotating lamp that rotates while emitting light and a speaker that emits an electronic sound or the like. When the connection request from the automatic transaction apparatus 1 is received, an alarm is issued and the automatic transaction apparatus 1 Informs that a connection request from is received.

As described above, the automatic transaction apparatus 1 according to the present embodiment uses various existing transactions (referred to as account transactions) using an automatic teller machine function such as a deposit transaction, a withdrawal transaction, a transfer transaction, and a passbook entry using an existing account. ) In addition to the transaction business, the customer will create a new account application form and application forms such as a card loss, address change, name change, etc., while the customer conducts the transaction business while receiving support from the staff. In addition, when an account transaction or the like is performed, if a customer is lost in operation, the staff of the center terminal 5 can perform remote operation support.
For this reason, when the customer visits the automatic transaction apparatus 1 of the present embodiment, the transaction operation selection screen shown in FIG. 3 is displayed on the display screen 13a of the operation display unit 13 as the first screen.

On the transaction business selection screen, there is a wording prompting the selection button to be pressed (selection), an “ATM transaction” button for performing various account transactions using the function of an automatic teller machine using an existing account, "New account opening" button for creating an application form for opening a new account while receiving remote operation support from a staff member, and creating various notification forms for various reports while receiving remote operation support from a staff member of the center Selection buttons such as a “delivery” button for performing and a “call” button which is a staff call button for requesting operation support by a staff member of the center are displayed.

When the transaction operation selection screen is displayed, if the customer selects a transaction operation selection button other than the clerk call button or the “ATM transaction” button, a connection request is sent from the automatic transaction apparatus 1 to the center terminal 5. The voice and image can be communicated between the customer and the clerk, and the customer can perform each transaction while receiving operation support from the clerk.
On the other hand, when the connection with the automatic transaction apparatus 1 is completed, the display screen 53a of the terminal display unit 53 of the center terminal 5 that has received the connection request has a conference status display area 71 and an ATM screen display area 72 as shown in FIG. The image display area 73 and the work menu display area 74 are divided into four display areas.

In the conference status display area 71, a video of the customer image taken by the video camera 45a of the customer image acquisition unit 45 of the video conference function unit 40 is displayed in a large size, and the staff image acquisition unit 55 of the center terminal 5 is displayed at the upper corner. The video of the staff image taken with the video camera is displayed small.
In the ATM screen display area 72, the current screen being displayed on the display screen 13a of the customer operation unit 13 of the automatic transaction apparatus 1 (in the example of FIG. 4, a transaction operation selection screen) is displayed.
In the image display area 73, the document reader 24a of the document reader 24 of the automatic transaction apparatus 1 reads the application form and other documents placed on the placement table 23b and the documents such as the driver's license. In addition to displaying an image, the handwritten image input unit 44 of the automatic transaction apparatus 1 displays a handwritten image of an entry such as an address handwritten by the customer with the electronic pen 44b.

In the work menu display area 74, a work menu screen for staff work is displayed.
In the business menu screen, select a business operation button such as opening an account, card loss, etc., which is selected according to the transaction business selected by the customer. “Print” button, “transaction operation end” button for ending transaction business from the center terminal 5 side by the clerk operation, power supply of the power supply unit 27 of the automatic transaction apparatus 1 from the center terminal 5 side by the clerk operation at the end of work, etc. For example, an “ATM power shutoff” button for shutting down the power supply, a “shutdown” button for shutting off the power supply of the power supply unit 57 of the center terminal 5, and the like are displayed.

Below, the processing operation | movement of the transaction business process by the automatic transaction apparatus 1 of a present Example is demonstrated according to the step shown by S using the flowchart shown in FIG.
When a person in charge at a financial institution store turns on the automatic transaction apparatus 1 by the power supply unit 27 at the start of business or the like, the transaction business processing program stored in the storage unit 12 of the automatic transaction apparatus 1 is automatically activated. The

S1: When the transaction business processing program is activated, the control unit 11 of the automatic transaction apparatus 1 starts waiting in a customer waiting state for the proximity sensor 19a of the proximity detection unit 19 to detect a customer, and from the proximity detection unit 19 When the customer detection signal is output, the process proceeds to step S2. When the customer leaving signal is output from the proximity detection unit 19, the standby is continued.
S2: The control unit 11 that has detected the customer visit by the customer detection signal displays a plurality of transaction operation selection buttons and a staff call button shown in FIG. 3 on the display screen 13a of the operation display unit 13 in a selectable manner. Display the transaction selection screen.

S3: The control unit 11 waits for selection of a transaction business selection button while counting the elapsed time after the display of the transaction business selection screen by the clock function, and when the elapsed time exceeds a predetermined standby time, the step The process proceeds to S4. If it is less than the predetermined waiting time, the process proceeds to step S5.
S4: Recognizing that a predetermined waiting time has elapsed after the transaction business selection screen is displayed, the control unit 11 determines the thickness of the frame of the “call” button, which is an agent call button, in order to call the customer's attention. The “call” button is highlighted by the change, the display color change, the blinking display, the change in the appearance of the unevenness, or a combination thereof, and the process proceeds to step S5.

S5: The control unit 11 waits for the customer to select the transaction service selection button or the clerk call button, and any one of them is output from the touch panel (one of the input units) of the operation display unit 13. When it is recognized that the button has been selected, the process proceeds to step S6. If no button is selected, the process returns to step S2, while waiting for a predetermined waiting time to elapse in step S3 while displaying the transaction operation selection screen, in a state of waiting for selection such as the transaction operation selection button in step S5. Continue waiting.

In this case, the customer selects the “ATM transaction” button when performing an account transaction by the automatic transaction apparatus 1 by his / her own operation, and when creating an application form for opening a new account while receiving operation support from the staff of the center. Open new account ”button, when creating various notification forms for various deliveries while receiving operational support from the center staff, click the“ Send ”button because the center staff will not understand how to operate the transaction operation selection screen. When requesting operation support, a “call” button (including a case where the button is highlighted) can be selected.

S6: When the control unit 11 recognizes the selection of the transaction work selection button by the customer and highlights the “call” button in step S4, the control unit 11 proceeds to step S7. If the “call” button is not highlighted, the “call” button is set to the non-acceptance state (the control unit 11 does not accept the selection even if the customer selects the “call” button), and the process proceeds to step S8. Transition.
In this case, the display color of the “call” button in the non-display state may be displayed in a color different from the display color of the “call” button in the reception state. In this way, the customer can easily grasp the currently operable selection buttons.

S7: The control unit 11 having determined that the “call” button is highlighted, cancels the highlighted display, sets the “call” button to a non-acceptance state, and proceeds to step S8.
S8: The control part 11 which recognized the transaction business etc. which the customer selected by the position signal output from the touch panel will transfer to step S24, when the transaction business etc. which the customer selected are recognized as ATM transaction. If the transaction business selected by the customer is recognized as a transaction business other than ATM transaction or an agent call, the process proceeds to step S9.

S9: The control unit 11 that recognizes the transaction business selected by the customer as a transaction business other than an ATM transaction or a call to a clerk calls a connection request with a recognized transaction business name or a request reason including a call to a clerk. 6 to the terminal control unit 51 of the center terminal 5 (step SA1 in FIG. 9 to be described later) and the display ringing unit 62.
S10: After transmitting the connection request, the control unit 11 monitoring the connection state with the center terminal 5 that is the connection destination confirms the connection with the center terminal 5, and then the video conference control unit 41 of the video conference function unit 40 Thus, communication by voice and image (referred to as voice image communication) between the center staff and the customer via the communication network 6 is started.

That is, the video conference control unit 41 is the center terminal of the current screen currently displayed on the display screen 13a of the operation display unit 13, the customer's voice collected by the microphone of the voice unit 46, the customer image taken by the customer image income unit 45 5, the clerk's voice collected by the microphone of the voice unit 56 transmitted from the center terminal 5 after connection is reproduced by the speaker of the voice unit 46 and photographed by the clerk image acquisition unit 55. The display of the clerk image on the display screen 43a of the video conference display unit 43 is started.

S11: The control unit 11 that recognizes the start of the audio-video communication by the video conference control unit 41 proceeds to step S12 when the selection by the customer is recognized as an attendant call in step S8. If it is recognized that a transaction business other than ATM transaction has been selected, the process proceeds to step S13.
S12: The control unit 11 that has recognized that the selection by the customer is an clerk call, waits for the connection with the center terminal 5 to be cut off while monitoring the connection state with the center terminal 5, and If the connection is maintained, the standby is continued.

When the connection with the center terminal 5 is interrupted, it is determined that the customer operation support by the clerk has been completed, the process returns to step S2, and the predetermined time from the end of the operation support in step S3 while displaying the transaction work selection screen. The standby in the waiting state for the waiting time elapses and the waiting in the selection waiting state such as the transaction work selection button in step S5 are continued.
In this case, the “call” button on the transaction business selection screen is returned to the acceptance state.

S13: The control unit 11 that has recognized that a transaction operation other than ATM transaction has been selected waits for reception of a handwriting input instruction as an input unit switching instruction from the center terminal 5 (step SA9 in FIG. 9). When the application form displayed on the handwriting input part 44 (one of the input parts) or the handwriting input instruction of the notification form and the handwriting input instruction with its entry field are received, the process proceeds to step S14. . If no handwriting input instruction has been received, the process proceeds to step S15.

S <b> 14: The control unit 11 that has received the handwriting input instruction causes handwriting data to be transmitted by the video conference control unit 41 of the video conference function unit 40.
That is, the video conference control unit 41 displays the handwriting input item attached to the handwriting input instruction and the entry field on the handwriting input screen 44a of the handwriting input unit 44, and from the staff by the speaker of the voice unit 46. The voice of prompting the user to fill in the entry items of the application form and the notification form is reproduced, and the customer enters an electronic pen into the entry field according to the handwriting entry item displayed on the handwriting entry screen 44a of the handwriting entry unit 44. The customer's address, name, etc. are entered by 44b, and the video conference control unit 41 reads the movement locus of the electronic pen 44b of the character entered by the customer with the touch panel on the handwriting input screen 44a, and reads the handwritten data Are sequentially transmitted to the center terminal 5 (step SA11 in FIG. 9) via the communication network 6.

Then, when receiving the handwriting input end notification from the center terminal 5, the video conference control unit 41 determines the end of handwriting input, and proceeds to step S15.
S15: The control unit 11 waits for reception of a document reading instruction as an input unit switching instruction from the center terminal 5 (steps SA12 and SA21 in FIG. 9). Migrate to If a document reading instruction has not been received, the process proceeds to step S17.

S16: Upon receiving the document reading instruction, the control unit 11 receives a certificate such as a driver's license from an attendant by the video conference control unit 41 through the speaker of the audio unit 46, or an application form or a notification form brought in by himself / herself. After reproducing the sound of prompting the user to place the document on the placement table 44a, the document reader 24a (one of the input units) causes the document reader 24a to display the image of the document placed on the placement table 44a. The read document image is transmitted to the center terminal 5 (steps SA13 and SA22 in FIG. 9) via the communication network 6.

S17: The control unit 11 has added a confirmation screen in which the input information of the application form and notification form entry from the center terminal 5 (steps SA14 and SA23 in FIG. 9) is displayed in the entry field of the document having a fixed format. The process waits for reception of a confirmation screen display instruction as an output unit switching instruction, and when a confirmation screen display instruction is received, the process proceeds to step S18. If the confirmation screen display instruction has not been received, the process proceeds to step S19.

S18: Upon receiving the confirmation screen display instruction, the control unit 11 causes the video conference control unit 41 (one of the output units) of the video conference function unit 40 to display a confirmation screen.
That is, the video conference control unit 41 changes the clerk image displayed on the video conference display unit 43 to a confirmation screen for the entry of the application form or notification form attached to the confirmation screen display instruction, and displays it. The speaker of the unit 46 reproduces a sound from the staff member to confirm the entry items in the application form and notification form.

When the customer who has visually confirmed the confirmation screen displayed on the video conference display unit 43 communicates with the clerk by voice and there is a correction in the displayed entry, if the verbal notice is given to the clerk, the correction of the clerk The input is displayed in the appropriate entry field and the customer verbally informs the attendant that all the entries are approved.
After displaying the confirmation screen, the control unit 11 waits for reception of a confirmation end notification from the center terminal 5 (steps SA14 and SA23 in FIG. 9), and when receiving the confirmation end notification, the video conference control unit 42 receives the confirmation end notification. The display on the video conference display unit 43 is changed to an attendant image, and the process proceeds to step S19.

S19: The control unit 11 gives a document printing instruction as a switching instruction of the output unit with the document type from the center terminal 5 (steps SA15 and SA24 in FIG. 9) and the input information of the entry of the confirmed document. The process waits for reception, and when a document print instruction is received, the process proceeds to step S20. If no document printing instruction has been received, the process proceeds to step S21.
S20: Upon receiving the document printing instruction, the control unit 11 signs and seals a document such as a printed application form or notification form from the attendant by the video conference control unit 41 through the speaker of the audio unit 46, and then the document collection unit 25. After the document printing unit 30 (one of the output units) prints the document print data transmitted from the center terminal 5 via the communication network 6, When the customer waits for the printed document to be input to the document input port 25a of the document collection unit 25, the customer signs and seals the printed document, and inputs the document into the document input port 25a. Transport the documents to the collection box for storage.

The control unit 11 storing the document in the document collection unit 25 proceeds to step S21 when the document type attached to the document printing instruction is an application form for opening a new account or a card loss notification form.
If the document type is not an application form for opening a new account or a card loss notification form (for example, an address change notification form), the input information for the document type attached to the document print instruction and the entry for the confirmed document Is sent to the host computer 2 via the communication line 3 and the process proceeds to step S21.

The host computer 2 that has received this information determines the establishment of various transaction transactions for the customer based on the input information of the entry items in the notification form of the transaction message, and the corresponding item (for example, address) of the customer information of the customer. Rewrite and update the input information of the entry for the item received.
S21: The control unit 11 instructs the switching of the output unit with the input information of the document type (application form for opening a new account) and the confirmed application form from the center terminal 5 (step SA16 in FIG. 9). And waiting for receipt of a passbook issuance instruction, the process proceeds to step S22 when a passbook issuance instruction is received. If a passbook issuance instruction has not been received, the process proceeds to step S23.

S22: The control unit 11 that has received the passbook issuance instruction plays the passbook issuance instruction after the video conference control unit 41 reproduces the voice that prompts the attendant to receive the newly issued passbook by the speaker of the sound unit 46. A transaction message for opening a new account is sent to the host computer 2 via the communication line 3 using the document type as the application form for opening a new account, and the input information for the completed application form as a message. To do.
The host computer 2 that has received this information determines the establishment of the new account opening transaction business for the customer based on the input information of the entry in the application form of the transaction message, and assigns the new account number of the customer. The customer information of the customer is newly generated and stored, and the numbered account number is transmitted to the automatic transaction apparatus 1 as the transmission source via the communication line 3.

The control unit 11 of the automatic transaction apparatus 1 that has received the newly-numbered account number uses the passbook issuing unit of the passbook handling unit 16 (one of the output units) to pass through the new passbook in which the received account number is printed. It is discharged from the insertion slot 16a and issued to the customer. After confirming that the customer has received the printed bankbook, the process proceeds to step S23.
In this case, a newly issued transaction card is mailed to the customer from a financial institution by simple registered mail at a later date.

S23: The control unit 11 waits for the connection with the center terminal 5 to be cut off while monitoring the connection state with the center terminal 5. If the connection with the center terminal 5 is maintained, the control unit 11 performs a step. Returning to S13, waiting in a waiting state for receiving a handwriting input instruction from the center terminal 5 in step S13, waiting in a waiting state for receiving a document reading instruction in step S15, and waiting for receiving a confirmation screen display instruction in step S17. , Waiting in a state waiting for receiving a document printing instruction in step S19, waiting in a waiting state for receiving a passbook issuing instruction in step S21, and monitoring of a connection state in step S23.

When the connection with the center terminal 5 is cut off, it is determined that the operation support of the transaction business by the clerk is finished, and when the customer leaving signal is output from the proximity detector 19, the current transaction business process is terminated, and the step It returns to S1 and continues waiting in the customer waiting state waiting for the proximity detector 19 to detect the customer.
If the document type attached to the document printing instruction received in step S19 is a card loss notification, the financial institution examines the notification collected in the document collection unit 25, and the contents of the notification If approved, the newly issued transaction card will be mailed to the customer by simple registered mail at a later date.

S24: On the other hand, in step S8, the control unit 11 of the automatic transaction apparatus 1 that the customer's selection has recognized as an account transaction by the automatic teller machine function is displayed on the display screen 13a of the operation display unit 13 on the transaction screen in the account transaction. One, the transaction selection screen shown in FIG.
The transaction selection screen includes a statement that the transaction is an ATM transaction, a statement that prompts the selection of a transaction selection button, a “drawer” button for a withdrawal transaction that is an account transaction, and a deposit transaction. "Deposit" button, "Transfer" button for transfer transaction, "Passbook entry" button for passbook entry transaction to enter unfilled transaction data in passbook, "Balance" for balance inquiry transaction to inquire account balance A transaction selection button for selecting the transaction type of the account transaction such as an “inquiry” button, a “cashing” button for borrowing funds with a credit card, and a “lottery purchase” button for purchasing a lottery is displayed.

In addition, in the transaction selection screen, in the operation state display column 81 provided in the upper part, a word “self-operating” indicating that the customer is operating is displayed, and the account transaction is selected. A “cancel” button for canceling, and a “call” button which is a staff call button for requesting operation support by a staff member of the center are displayed.

S25: The control unit 11 waits for selection of a transaction selection button or the like while counting the elapsed time after the transaction selection screen is displayed by the clock function, and when the elapsed time exceeds a predetermined standby time, the process proceeds to step S26. Transition. If the waiting time is less than the predetermined waiting time, the waiting is continued.
S26: Recognizing that the predetermined waiting time has elapsed after the transaction selection screen is displayed, the control unit 11 sets the “call” button, which is an clerk call button, in the same manner as in step S4 described above in order to call the customer's attention. Are highlighted and the process proceeds to step S27.

S27: The control unit 11 waits for the customer to select the transaction selection button or the clerk call button, and recognizes that one of the buttons is selected by the output from the touch panel of the operation display unit 13. Then, the process proceeds to step S28. If no button is selected, the process returns to step S24, the transaction selection screen is displayed, waiting in a waiting state for the elapse of a predetermined waiting time in step S25, waiting in a waiting state for selecting a transaction selection button or the like in step S27. Continue.
In this case, when the customer performs a desired account transaction by his / her own operation, the customer selects a transaction selection button for the account transaction from the display screen 13a of the operation display unit 13 using the touch panel.
In addition, since the operation method of the transaction selection screen cannot be understood, the “call” button (including the highlighted case) is selected when the operation support by the center staff is requested.

S28: When the control unit 11 recognizes the selection of the transaction selection button by the customer and highlights the “call” button in step S26, the control unit 11 proceeds to step S29. If the “call” button is not highlighted, the “call” button is set in a non-acceptance state and the process proceeds to step S30 (see FIG. 7).
S29: The control unit 11 having determined that the “call” button is highlighted, cancels the highlighted display, sets the “call” button to the non-acceptance state, and proceeds to step S30.

S30: The control part 11 which recognized the account transaction etc. which the customer selected by the position signal output from the touch panel transfers to step S36, when the selection by a customer recognizes that it is an account transaction. If it is recognized that the selection by the customer is an attendant call, the process proceeds to step S31.
S31: The control unit 11 that recognizes that the selection by the customer is an clerk call, sends a connection request with a request reason for the clerk call to the terminal control unit 51 of the center terminal 5 via the communication network 6 (step SA1 in FIG. 9). ) And the display ringing unit 62.

S32: After transmitting the connection request, the control unit 11 that has monitored the connection state with the center terminal 5 that is the connection destination confirms the connection with the center terminal 5 in the same manner as in step S10. The audio / video communication by the video conference control unit 41 of the conference function unit 40 is started.
S33: The control unit 11 that has recognized the start of the audio-video communication by the video conference control unit 41 displays the operation status display field 81 of the transaction selection screen displayed on the display screen 13a of the operation display unit 13, as shown in FIG. Is changed to “Operation Supporting” indicating that the operation support by the staff of the center is being performed, and the process proceeds to Step S34.

S34: The control unit 11 that has changed the display of the operation state display field 81 on the transaction selection screen waits for the connection with the center terminal 5 to be cut off while monitoring the connection state with the center terminal 5, If the connection with the center terminal 5 is maintained, the standby is continued. When the connection with the center terminal 5 is interrupted, the end of the customer operation support by the staff is determined and the process proceeds to step S35.

S35: The control unit 11 that has determined the end of the customer operation support by the clerk changes the display of the operation state display column 81 of the transaction selection screen displayed on the display screen 13a of the operation display unit 13 to “during self-operation” ( Returning to step S24, returning to step S24, displaying a transaction selection screen, waiting in a waiting state for a predetermined waiting time from the end of the operation support in step S25, waiting for selection of a transaction operation selection button or the like in step S27 Continue waiting at.
In this case, the “call” button on the transaction selection screen is returned to the acceptance state.

S36: On the other hand, the control unit 11 that has recognized that the account transaction has been selected in the above step S30 executes the transaction process of the account transaction such as the deposit transaction according to the account transaction selected by the customer.
Note that the processing operation of the account transaction processing is the same as the normal account transaction processing operation, and therefore the description thereof is omitted.
In each transaction screen of account transaction in this case, a “call” button is displayed on each transaction screen, and the transaction screen, for example, a financial institution name input screen which is one of the transaction screens in the transfer transaction shown in FIG. When the “call” button displayed on is selected, the customer's operation support by the staff is performed in the same manner as in steps S24 to S35.

In this case, in step 22 to read and quote, a financial institution name input screen in the transfer transaction shown in FIG. 8 is displayed instead of the transaction selection screen.
And the control part 11 which finished execution of the transaction process of account transaction ends the transaction process of the said account transaction, and when a customer leaving signal is output from the proximity detection part 19, it ends this transaction business process. Returning to Step S1, the standby in the customer waiting state is continued to wait for the proximity detector 19 to detect the customer.
In this way, the transaction operation processing operation by the automatic transaction apparatus 1 of the present embodiment is executed.

Hereinafter, the processing operation of the customer support processing by the center terminal 5 of the present embodiment will be described according to the steps indicated by SA using the flowchart shown in FIG.
When a staff member such as an operator of the center terminal 5 turns on the power to the center terminal 5 by the power supply unit 57 at the start of work or the like, the transaction business processing program stored in the storage unit 52 of the center terminal 5 is automatically started. .

SA1: When the transaction business processing program is activated, the terminal control unit 51 of the center terminal 5 waits for reception of a connection request (for example, step S9 in FIG. 5) transmitted from the automatic transaction apparatus 1 via the communication network 6. Wait, and if no connection request has been received, continue the waiting.
When the connection request is received, as shown in FIG. 10, the connection request incoming screen is displayed on the pop-up window 76 generated on the display screen 53a of the terminal display unit 53 of the center terminal 5, and the process proceeds to step SA2.

On the connection request incoming screen, a message to the effect that the connection request has been received, a request reason for calling a clerk who has transmitted the connection request, opening a new account, etc., and a connection with the automatic transaction apparatus 1 of the transmission source via the communication network 6 An “OK” button or the like is displayed.
At the same time, a connection request is also transmitted to the display ringing unit 62 via the communication network 6 from the automatic transaction apparatus 1, and the display ringing unit 62 that has received this request rotates the rotating lamp while emitting light from the alarm device. An alarm sound is emitted to notify the center terminal 5 that a connection request from the automatic transaction apparatus 1 has arrived.

SA2: The staff member who has recognized the incoming connection request from the automatic transaction apparatus 1 based on the notification by the display sounding unit 62 and the connection request incoming screen displayed in the pop-up window 76 uses the mouse of the input unit 54 to display the connection request incoming screen. Select the “OK” button.
Recognizing the selection of the “OK” button by the attendant, the terminal control unit 51 establishes a line on the communication network 6 with the automatic transaction apparatus 1 that is the transmission source of the connection request, and proceeds to step SA3.
Thereby, the center terminal 5 and the automatic transaction apparatus 1 of the transmission source are connected to each other so as to be able to communicate with each other by voice and image via the communication network 6.

SA3: The terminal control unit 51 that has completed the connection with the automatic transaction apparatus 1 reads the request reason attached to the connection request, and when the request reason is an attendant call, the process proceeds to step SA4. If the reason for the request is something other than an attendant call, the process proceeds to step SA7.
SA4: Recognizing the reason for the request as an clerk call, the terminal control unit 51 starts voice and image communication using voice and images via the communication network 6 between the customer operating the automatic transaction apparatus 1 and the clerk, and proceeds to step SA5. To do.

That is, the terminal control unit 51 starts transmission of the clerk's voice collected by the microphone of the voice unit 56 and the clerk image captured by the clerk image acquisition unit 55 to the automatic transaction apparatus 1, and after connection, the automatic transaction apparatus 1. Of the voice collected by the microphone of the voice unit 46 transmitted from the video conference function unit 40, and the conference status display on the display screen 53a of the terminal display unit 53 of the customer image taken by the customer image income unit 44 The display in the area 71 and the display on the ATM screen display area 72 of the current screen being displayed on the automatic transaction apparatus 1 (in this description, the transaction operation selection screen in which the “call” button is not accepted) are started (FIG. 4). reference).

In this case, the work menu display area 74 of the display screen 53a always displays the work menu screen described with reference to FIG. 4, and the image display area 73 is in a standby state at the start of audio-video communication. The image is not displayed.
When the customer image and the current screen being displayed on the automatic transaction apparatus 1 are displayed on the display screen 53a of the terminal display unit 53, the attendant verbally conveys the operation method on the screen while checking the current screen, and the customer operates When responding to a question about the method, etc., confirming the customer image and determining that the customer understands the operation method of the screen, the user is verbally informed that the connection is cut off, and the business menu display area 74 of the display screen 53a is displayed. From the business menu screen displayed on the screen, the “end transaction business” button is selected with the mouse of the input unit 54.

SA5: After the start of the voice image communication, the terminal control unit 51 waiting for the selection of the “end of transaction” button by the attendant recognizes the selection of the “end of transaction” button and proceeds to step SA6. If the selection of the “end transaction business” button is not recognized, the standby in the waiting state for selecting the “end transaction business” button is continued.

SA6: Recognizing the selection of the “end of transaction” button, the terminal control unit 51 disconnects the connection with the automatic transaction apparatus 1 via the passbook network 6 to cancel the voice image communication state, and performs the customer support process this time. The process is terminated, and the process returns to step SA1 to continue waiting in a state waiting for receiving a connection request from the automatic transaction apparatus 1.
The processing operations in steps SA4 to SA6 have been described by taking as an example the case where the connection request for the staff call is transmitted from step S9 in FIG. 5, but the same applies to the case where the request for connection is transmitted from step S31. In this case, the current screen displayed in the ATM screen display area 72 of the display screen 53a displayed in step SA4 is the transaction selection screen shown in FIG.

SA7: In step SA3, the terminal control unit 51 recognizes that the request reason for the connection request transmitted from the automatic transaction apparatus 1 is other than the clerk call, and if the request reason attached to the connection request is to open a new account, step Move to SA8. If the requested reason is various deliveries, the process proceeds to step SA18.

SA8: The terminal control unit 51, which has recognized that the request reason is the opening of a new account, starts the voice image communication between the customer who operates the automatic transaction apparatus 1 and the staff in the same manner as in Step SA4, and proceeds to Step SA9.
In this case, in the ATM screen display area 72 of the display screen 53a of the terminal display unit 53, a transaction business selection screen (see FIGS. 3 and 4) in which the “call” button is not accepted is displayed as the current screen. .

In the following description of the processing operations from step SA9 to SA17, the case where the customer wishes to input a handwriting and the clerk creates an application form for opening a new account with the input mode as the handwriting input mode will be described.
SA9: When the customer screen and the current screen being displayed on the automatic transaction apparatus 1 are displayed on the display screen 53a of the terminal display unit 53, the clerk displays the business menu screen displayed in the business menu display area 74 of the display screen 53a. Then, the “account opening” button is selected with the mouse of the input unit 54.

Upon recognizing the selection of the “account opening” button, the terminal control unit 51 displays the operation menu display area 74 of the display screen 53a and displays an input field for an account opening application that displays an entry field for filling in an application when the account is opened. Change to the screen and display.
When the account opening application form input screen is displayed, the clerk inquires whether the application will be created verbally by handwritten input by the customer's own handwriting or by proxy input by the clerk, and the customer inputs the handwritten form Is verbally communicated to the attendant, the attendant selects a function key for selecting the handwriting input mode of the input unit 54.

The terminal control unit 51 that has recognized the input mode as the handwriting input mode by selecting the function key reads the operation procedure for creating the application form for opening a new account in the handwriting input mode from the storage unit 52, and proceeds to step SA10.
SA10: The terminal control unit 51, which has read the operation procedure in the handwriting input mode, issues a handwriting input instruction with a handwriting input item and an entry field in the application form for opening a new account according to the operation procedure in the handwriting input mode. Then, it is transmitted to the automatic transaction apparatus 1 (step S13 in FIG. 5) via the communication network 6.

SA11: The terminal control unit 51 that has transmitted the handwriting input instruction displays the handwritten image by the customer's own handwriting that is sequentially transmitted from the automatic transaction apparatus 1 (step S14 in FIG. 5) in the image display area 73 of the display screen 53a. While displaying, it waits for the end operation by the clerk and recognizes the end operation by the clerk at the end of the handwriting input, and saves all of the received handwritten data in the storage unit 52 to the automatic transaction apparatus 1 A handwriting input end notification is transmitted, the display of the work menu display area 74 of the display screen 53a is changed to the work menu screen, and the process proceeds to step SA12. If the end operation is not recognized, the standby is continued.

Before this end operation, the clerk inputs the information entered by the customer as input information while referring to the handwritten handwritten image displayed on the image display area 73 of the display screen 53a. The entry field of the entry being entered by the customer is selected by the mouse of the unit 54, and the contents entered by the customer are entered into the selected input field using the character keys, numeric keys, etc. of the input unit 54.

At this time, if the customer makes an inquiry about the contents to be entered by voice (for example, an address notation method), the answer to the inquiry is verbally communicated.
Then, the clerk who has completed the input of all the items performs the handwriting input end operation using the function key of the input unit 54 or the like.
SA12: Recognizing the end operation of handwriting input by a staff member, the terminal control unit 51 issues a document reading instruction to the automatic transaction apparatus 1 (see FIG. 5 to step S15).

SA13: After transmitting the document reading instruction, the terminal control unit 51 waiting for the reception of the document image from the automatic transaction apparatus 1 (step S16 in FIG. 5) Continue waiting.
When the document image is received, the received document image of the certificate is displayed in the image display area 73 of the display screen 53a of the terminal display unit 53, the attendant confirms the displayed certificate and the function key of the input unit 54 When the confirmation operation is performed by, for example, the terminal control unit 51 that recognizes the confirmation operation, the received document image of the certificate is stored in the storage unit 52, and the process proceeds to step SA14.

SA14: The terminal control unit 51, which has recognized the certificate confirmation operation by the clerk, uses the input information of the application form input by the clerk in accordance with the operation procedure of the handwriting input mode, A confirmation screen display instruction with a confirmation screen for the application form displayed in each entry field is transmitted to the automatic transaction apparatus 1 (step S17 in FIG. 5), and the process proceeds to step SA15.
At this time, the clerk communicates with the customer by voice, and if there is a correction in the entered entry, enter the correction in the information in the entry field, and the customer enters the entry displayed on the confirmation screen of the application form. When approved, the application key is confirmed by the function key of the input unit 54.

Recognizing the confirming operation by the staff, the terminal control unit 51 saves the input information of the confirmed entry items in the storage unit 52, transmits a confirmation end notification to the automatic transaction apparatus 1, and proceeds to step SA15.
SA15: The terminal control unit 51, which has recognized the confirmation operation of the input information of the application form by the clerk, uses the application form for opening a new account as the document type according to the operation procedure of the handwriting input mode, and the input information of the confirmed entry items The document printing instruction with the mark is transmitted to the automatic transaction apparatus 1 (step S19 in FIG. 5), and the process proceeds to step SA16.

At the same time, the terminal control unit 51 prints an image generated on the basis of the handwritten data stored in the storage unit 52 in step SA11 in each entry field of the application form in a fixed format. The print data is transmitted to the document printing unit 30 on the automatic transaction apparatus 1 side via the communication network 6, and the document print data and the certificate document image stored in the storage unit 52 in step SA13 are transmitted to the center terminal 5 side. Is sent to the document printing section 61.
Upon receiving these, the document printing unit 61 prints and outputs the received document print data and the document image of the certificate, and the staff stores them in a storage or the like.

SA16: The terminal control unit 51 that has transmitted the document printing instruction to the automatic transaction apparatus 1 sets the document type as the application form for opening a new account according to the operation procedure in the handwriting input mode, and input information for the entries in the confirmed application form A passbook issuance instruction marked with is transmitted to the automatic transaction apparatus 1 (step S21 in FIG. 5), and the process proceeds to step S17.
SA17: After transmitting the passbook issuance instruction, the terminal control unit 51 waiting for the selection of the “end of transaction” button by the attendant does not recognize the selection of the “end of transaction” button. "Wait for waiting for selection of" button.

If the selection of the “end transaction business” button is recognized, the connection with the automatic transaction apparatus 1 via the passbook network 6 is cut off to release the voice image communication state, the current customer support process is terminated, and step SA1. Returning to, the standby in the state waiting for reception of the connection request from the automatic transaction apparatus 1 is continued.
In this way, an application form for opening a new account is created by handwriting input in the customer support process by the center terminal 5 of this embodiment.
The same applies to the creation of notification forms such as card loss, address change, and name change due to handwriting input. In this case, the processing operation associated with the transmission of the passbook issuance instruction described in step SA16 is omitted.

SA18: On the other hand, in step SA7, the terminal control unit 51, which has recognized that the reason for the connection request transmitted from the automatic transaction apparatus 1 is various deliveries, operates the automatic transaction apparatus 1 in the same manner as in step SA8. The voice image communication between the customer and the staff is started, and the process proceeds to Step SA19.
In the following description of the processing operations from step SA19 to SA25, the customer wishes to perform proxy input, and the attendant sets the input mode as the proxy input mode, and the notification form corresponding to the reason for the various notifications (in the following description, The case of making a notification of address change) will be explained.

SA19: When the customer image and the current screen being displayed on the automatic transaction apparatus 1 are displayed on the display screen 53a of the terminal display unit 53, the attendant hears the document type of the notification form created from the customer, and the business of the display screen 53a From the business menu screen displayed in the menu display area 74, the “change address” button, which is the document type heard by the mouse of the input unit 54, is selected.
Recognizing the selection of the “change address” button, the terminal control unit 51 inputs the address change notification form displaying the entry field for filling in the display of the work menu display area 74 of the display screen 53a in the address change notification form. Change to the screen and display.

When the address change notification form input screen is displayed, the clerk inquires whether the address change notification form will be verbally written by the customer's own handwritten input or by the agent's proxy input, and the customer will act When the attendant is verbally informed that an input is desired, the attendant selects a function key for selecting the substitute input mode of the input unit 54.
The terminal control unit 51, which has recognized the input mode as the substitute input mode by selecting the function key, reads out the operation procedure for creating an address change notification form in the substitute input mode from the storage unit 52, and proceeds to step SA20.

SA20: The terminal control unit 51 that has read out the operation procedure in the proxy input mode waits for the termination operation by the clerk according to the operation procedure in the proxy input mode, and when the termination operation by the clerk is recognized at the end of the proxy input, All the input information of the entered items is stored in the storage unit 52, the display of the work menu display area 74 of the display screen 53a is changed to the work menu screen, and the process proceeds to step SA21. If the end operation is not recognized, the standby is continued.

Before this end operation, the clerk asks the clerk to fill in the entry field of the entry that he / she listened to while confirming the contents of the notification form from the customer in order for the clerk to input the entry information of the address change notification form as input information. The selected entry is selected using the mouse of the input unit 54, and the contents of the entry are input to the selected input field using the character keys or the numeric keypad of the input unit 54.
Then, the clerk who has completed the input of all the entries performs the substitute input end operation using the function key of the input unit 54 or the like.

SA21: The terminal control unit 51, which has recognized the end operation of the substitute input by the clerk, issues a document reading instruction to the automatic transaction apparatus 1 (see FIG. To step S15).
SA22: After transmitting the document reading instruction, the terminal control unit 51 waiting for the reception of the document image from the automatic transaction apparatus 1 (step S16 in FIG. 5), if the document image is not received, Continue waiting.
When the document image is received, the received document image of the certificate is saved in the storage unit 52 in the same manner as in step SA13, and the process proceeds to step SA23.

SA23: Recognizing the confirmation operation of the certificate by the attendant, the terminal control unit 51 changes the input information of the entry form of the address change notification form input by the attendant according to the operation procedure of the proxy input mode, A confirmation screen display instruction with a confirmation screen for the address change notification form displayed in each entry field of the entry form of the notification form is transmitted to the automatic transaction apparatus 1 (step S17 in FIG. 5), and the process proceeds to step SA24.

At this time, in the same manner as in step SA14, the terminal control unit 51 saves the input information of the entry items in the notification form of the confirmed address change in the storage unit 52 when it recognizes the confirmation operation by the clerk. A confirmation end notification is transmitted to the transaction apparatus 1, and the process proceeds to step SA24.
SA24: Recognizing the confirmation operation of the input information of the address change notification form by the clerk, the terminal control unit 51 sets the notification form of the address change as the document type according to the operation procedure of the proxy input mode, and inputs the confirmed entry. The document printing instruction with the information is transmitted to the automatic transaction apparatus 1 (step S19 in FIG. 5), and the process proceeds to step SA25.

At the same time, the terminal control unit 51 prints the input information in which the entry items stored in the storage unit 52 in step SA20 are confirmed in each entry field of the entry form of the address change notification form having a fixed format. The document print data is transmitted to the document printing unit 30 on the automatic transaction apparatus 1 side via the communication network 6, and the document print data and the document image of the certificate stored in the storage unit 52 in step SA22 are transmitted to the center terminal 5. To the document printing unit 61 on the side.
Upon receiving these, the document printing unit 61 prints and outputs the received document print data and the document image of the certificate, and the staff stores them in a storage or the like.

SA25: After transmitting the document printing instruction, if the terminal control unit 51 waiting for the selection of the “end of transaction” button by the attendant does not recognize the selection of the “end of transaction” button, "Wait for waiting for selection of" button.
If the selection of the “end transaction business” button is recognized, the connection with the automatic transaction apparatus 1 via the passbook network 6 is cut off to release the voice image communication state, the current customer support process is terminated, and step SA1. Returning to, the standby in the state waiting for reception of the connection request from the automatic transaction apparatus 1 is continued.

In this way, the address change notification form is generated by proxy input in the customer support process by the center terminal 5 of the present embodiment. The same applies to the creation of an application form for opening a new account by proxy input, or the creation of a notification form for card loss or name change. When creating an application form for opening a new account, the processing operation accompanying transmission of the passbook issuance instruction described in step SA16 is executed as the next step in FIG. SA24.
As described above, the processing operation of the customer support process by the center terminal 5 of the present embodiment is executed.

As described above, in the present embodiment, the transaction transaction selection screen initially displayed on the automatic transaction apparatus 1 includes a plurality of transaction operations including account transactions using a normal automatic teller machine function, and an agent call button. When the customer selects any of the transaction work other than the account transaction and the staff call button, the voice communication and the image communication with the center terminal 5 can be immediately performed. Therefore, the customer can immediately receive the operation support by the clerk according to the transaction business, or the operation support by the clerk according to the displayed transaction screen, etc. The time until the start of can be shortened.

In addition, in accordance with the operation support by the staff's voice, by the switching instruction from the center terminal 5, an input unit by a plurality of customers such as the handwriting input unit 44 and an output unit to a plurality of customers such as the document printing unit 30 are provided. Since the switching is performed, the customer can easily know the timing for performing the operation using each input unit and output unit, and the operation by the customer can be smoothly advanced.
Further, after the clerk call button is displayed in a selectable manner, the clerk call button is highlighted when an operation by the customer is not performed even after a predetermined time has elapsed, so that the customer who is operating the automatic transaction apparatus 1 is highlighted. Operational support can be encouraged and customer satisfaction can be improved.

Further, an operation state display field 81 indicating the current operation state is provided on the transaction screen in the account transaction, and the wording “Self-operation” or “Operation support” is displayed, so that the customer can display the current operation state. It can be easily grasped.
Further, when communication with the automatic transaction apparatus 1 by voice and image becomes possible, the customer terminal transmitted from the automatic transaction apparatus 1 and the current screen displayed on the automatic transaction apparatus 1 are displayed on the center terminal 5. Therefore, the clerk can easily support the customer's operation for the current screen, can grasp the current customer's condition properly, and can easily instruct the timing of the customer's operation. The operation can proceed smoothly.

In the above-described embodiment, the handwriting input unit 44 has been described as being provided separately. However, by using the touch panel of the display screen 13 a of the operation display unit 13, the movement locus of the electronic pen 44 b of characters written by the customer. May be read. If it does in this way, the handwriting input part 44 can be abbreviate | omitted and the automatic transaction apparatus 1 can be simplified.
In the above-described embodiment, the input unit 54 of the center terminal 5 is described as including a mouse. However, a touch panel may be provided on the display screen 53a of the terminal display unit 53 to omit the mouse. In this way, the space utility of the staff console can be improved.

Further, in the above embodiment, when the center terminal 5 receives the connection request and displays the connection request incoming screen by the pop-up window 76, the display screen 53a of the terminal display unit 53 is divided into four display areas. However, when the “OK” button is selected from the connection request incoming call screen, the display screen 53a is divided into four display areas. Good.
Furthermore, in the said Example, although demonstrated using the automatic transaction apparatus 1 installed in a financial institution as an example, the automatic transaction apparatus 1 is an automatic ticket vending machine which issues a ticket, an admission ticket, etc., an automatic airline ticket issuing machine. It may be an unmanned contract machine or the like.

Claims (10)

1. Multiple input units that accept customer input,
   Multiple outputs to customers,
   A display unit configured to display a transaction operation selection screen that displays a plurality of transaction operations including an account transaction that is an automatic transaction using an existing account; and
   A communication unit configured to enable voice and image communication with a clerk when the selected transaction is a transaction other than the account transaction;
   A control unit configured to switch the input unit and the output unit according to a transaction operation selected by a customer;
   An automatic transaction apparatus comprising:
2. The automatic transaction apparatus according to claim 1,
   The said control part is an automatic transaction apparatus comprised so that the display part may be controlled so that the staff call button which receives the operation assistance by a staff member can be selected on the said transaction business selection screen.
3. The automatic transaction apparatus according to claim 2,
   The control unit controls the display unit to selectably display an agent call button for accepting operation support by an agent on the transaction screen of the account transaction when the selected transaction business is the account transaction. Automatic transaction device configured to.
4. The automatic transaction apparatus according to claim 2 or claim 3,
   The said transaction part is an automatic transaction apparatus comprised so that the said communication part might be controlled so that communication by the audio | voice and an image with an attendant would be enabled, when the said staff call button displayed was selected.
5. An automatic transaction apparatus according to any one of claims 2 to 4,
   The control unit controls the display unit to highlight the clerk call button when a customer operation is not performed even after a predetermined time has elapsed after the clerk call button is displayed in a selectable manner. Automatic transaction device configured as follows.
6. An automatic transaction device operated by a customer;
   An automatic transaction system comprising a center terminal connected to the automatic transaction apparatus and operated by an attendant,
   The automatic transaction apparatus is
   Multiple input units that accept customer input,
   Multiple outputs to customers,
   A display unit configured to display a transaction operation selection screen that displays a plurality of transaction operations including an account transaction that is an automatic transaction using an existing account; and
   A transmission unit configured to transmit a connection request to the center terminal when the selected transaction business is a transaction business other than the account transaction;
   A control unit configured to switch the input unit and the output unit in response to a switching instruction from the center terminal,
   The center terminal is
   For each input mode consisting of handwriting input and proxy input, a storage unit for storing operation procedures for each transaction business,
   A communication unit configured to enable voice and image communication with the automatic transaction device when receiving the connection request from the automatic transaction device;
   A terminal control unit configured to read out the operation procedure of the transaction operation in the selected input mode from the storage unit when any of the input modes is selected by an attendant;
   An automatic transaction system comprising: a transmission unit configured to transmit an instruction to switch the input unit and the output unit to the automatic transaction apparatus according to the read operation procedure.
7. The automatic transaction system according to claim 6,
   The control unit of the automatic transaction apparatus is
   An automatic transaction system configured to control the display unit so as to selectably display an agent call button for accepting operation support by an agent on the transaction operation selection screen.
8. The automatic transaction system according to claim 7,
   The control unit of the automatic transaction apparatus is
   When the selected transaction business is the account transaction, the display unit is configured to selectably display an agent call button for accepting operation support by an agent on the transaction screen of the account transaction. Automated trading system.
9. The automatic transaction system according to claim 7 or claim 8,
   The control unit of the automatic transaction apparatus is
   An automatic transaction system configured to control the transmission unit to transmit a connection request to the center terminal when the displayed clerk call button is selected.
10. The automatic transaction system according to any one of claims 7 to 9,
    The control unit of the automatic transaction apparatus is
    When communication with the center terminal by voice and image becomes possible, the display unit is configured to display a clerk image transmitted from the center terminal,
    The center terminal is
    A terminal display unit configured to display a customer image transmitted from the automatic transaction apparatus and a current screen displayed on the automatic transaction apparatus when communication with the automatic transaction apparatus by voice and image becomes possible. It has an automated trading system.

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