WO2017115408A1 - Operator allocation management system and operator allocation management method - Google Patents

Operator allocation management system and operator allocation management method Download PDF

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Publication number
WO2017115408A1
WO2017115408A1 PCT/JP2015/086487 JP2015086487W WO2017115408A1 WO 2017115408 A1 WO2017115408 A1 WO 2017115408A1 JP 2015086487 W JP2015086487 W JP 2015086487W WO 2017115408 A1 WO2017115408 A1 WO 2017115408A1
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WO
WIPO (PCT)
Prior art keywords
operator
customer
information
predetermined
remote service
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PCT/JP2015/086487
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French (fr)
Japanese (ja)
Inventor
南 孟
匡哲 雨貝
Original Assignee
株式会社日立製作所
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Publication date
Application filed by 株式会社日立製作所 filed Critical 株式会社日立製作所
Priority to PCT/JP2015/086487 priority Critical patent/WO2017115408A1/en
Priority to JP2017558810A priority patent/JP6467527B2/en
Publication of WO2017115408A1 publication Critical patent/WO2017115408A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/08—Payment architectures
    • G06Q20/18—Payment architectures involving self-service terminals [SST], vending machines, kiosks or multimedia terminals
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/02—Banking, e.g. interest calculation or account maintenance

Definitions

  • the present invention relates to an operator assignment management system and an operator assignment management method.
  • the management system can only recognize it as a customer for the first consultation. Customers in this situation are eager to smoothly resume consultations with the staff in charge at the previous consultation. However, the current situation is that such a desire is not taken into account by financial institutions, and there is a risk that the satisfaction and usability of the customer will decrease.
  • an object of the present invention is to continue service personnel while suppressing a decrease in convenience of the customer at the second and subsequent use when the customer uses the remote service between the operator and the customer a plurality of times. It is to provide a technology that enables a practical response.
  • the operator assignment management system of the present invention that solves the above problem stores a consultation history relating to a customer of a predetermined remote service, in which the biometric information of the customer acquired at a predetermined facility when using the service is associated with the information of the remote service
  • the search of the consultation history is performed based on the facility and the remote service information indicated by the predetermined information
  • the consultation history that matches at least the remote service among the facility and the remote service is identified, and among the identified consultation histories, the one that includes biological information that matches the biological information included in the predetermined information is identified, and the consultation Preferentially assigns to the customer from the operator's terminal identified based on the history
  • An arithmetic unit that, characterized by comprising a.
  • the operator assignment management method of the present invention also relates to a storage device that stores a consultation history in which biometric information of a customer acquired at a predetermined facility at the time of using the service is associated with the information of the remote service.
  • the consultation history is searched based on the facility and the remote service information indicated by the predetermined information. Then, the consultation history that matches at least the remote service among the facility and the remote service is specified, and the specified consultation history that includes the biological information that matches the biological information included in the predetermined information is specified.
  • the customer's service person is continuously reduced while suppressing a decrease in convenience of the customer at the second and subsequent uses. Is possible.
  • FIG. 1 is a diagram showing an example of a network configuration including an operator assignment management system 100 of the present embodiment.
  • the operator allocation management system 100 shown in FIG. 1 is a service that suppresses a decrease in convenience of the customer when the customer uses the remote service between the business operator and the customer a plurality of times, while suppressing the customer's convenience during the second and subsequent use. It is a computer system that enables the person in charge to respond continuously.
  • the operator assignment management system 100 in this embodiment is a server device managed and operated by a financial institution, for example.
  • Financial institutions provide clients with various financial services such as asset management consulting, opening and managing bank accounts, selling financial products such as mortgages and investment trusts, and proposing inheritance measures.
  • the financial institution assumed in the present embodiment provides not only a face-to-face service by a teller at a store window, but also a remote service at a window (remote window) via a video call remotely.
  • this embodiment can be widely applied to window operations (inquiries, consultations, procedures).
  • a contact point of a public institution or a mail order inquiry contact point is included.
  • the operator's seating location may be other than the corresponding organization such as home.
  • the following network configuration examples can be assumed in providing this remote service.
  • the operator assignment management system 100, the customer terminal 200 installed in each of a plurality of dedicated booths in the store, and the operator terminal 300 operated by each remote service employee are connected through the secure network 10.
  • Network configuration can be assumed in providing this remote service.
  • a customer who wants to receive the above-mentioned remote service visits a store and enters a dedicated booth or a counter equipped with a customer terminal (hereinafter referred to as a dedicated booth). Then, the customer appropriately operates the interface of the customer terminal 200 installed in the dedicated booth to select a desired service such as account opening or mortgage consultation.
  • the operator allocation management system 100 that has received this selection via the network 10 selects a staff member who can handle a customer desired service from among a plurality of staff members in charge, corresponding service types of each staff member, customer service status, etc. Specified based on a table (status management table 126 to be described later), a table for managing consultation history including biometric information of the customer acquired from each customer when using each service (consultation history management table 125 to be described later), etc. Then, a line connection is established between the operator terminal 300 of the employee in charge and the customer terminal 200 being operated by the customer.
  • the function itself for connecting the line between each terminal of the customer and the person in charge is the same as the function of the CTI system in the call center or the like, and if existing techniques are appropriately adopted. good.
  • FIG. 2 is a diagram illustrating a hardware configuration example of the operator assignment management system 100 according to the present embodiment.
  • the operator assignment management system 100 stores in the memory 103 a storage device 101 composed of appropriate non-volatile storage elements such as a hard disk drive, a memory 103 composed of volatile storage elements such as RAM, and a program 102 held in the storage device 101.
  • a CPU 104 (arithmetic unit) that performs various determinations, calculations, and control processes while performing overall control of the system itself by reading and executing, and a communication unit 105 that is connected to the network 10 and performs communication processing with other devices.
  • the storage device 101 described above holds at least a threshold value 110, a consultation history management table 125, a status management table 126, a search range management table 127, and a store information table 128 in addition to the program 102. Among these, the specific data structure of each table described above will be described later.
  • the threshold 110 described above is a reference value used when the operator allocation management system 100 searches the consultation history management table 125 for the consultation history.
  • the operator allocation management system 100 searches the consultation history based on the information received from a certain customer terminal 200, such as the store where the customer terminal 200 is installed and the remote service desired by the customer.
  • the search is performed by gradually changing the target area from the location where the store is located until the matching consultation history regarding the store can be identified.
  • the target area stage is defined in the search range management table 127 described later.
  • the operator allocation management system 100 when performing a search with the target area changed as described above, if the elapsed time from the initial search time to any stage is equal to or greater than the threshold 110 described above, the consultation history management table.
  • the operator identification from 125 is finished. That is, the threshold value 110 is a reference value for a time length that defines whether or not to continue the operator specifying process in the consultation history management table 125.
  • FIG. 3 is a diagram illustrating a hardware configuration example of the customer terminal 200 in the present embodiment. Further, the customer terminal 200 stores in the memory 203 a storage device 201 composed of a suitable non-volatile storage element such as a hard disk drive, a memory 203 composed of a volatile storage element such as a RAM, and a program 202 held in the storage device 201.
  • a storage device 201 composed of a suitable non-volatile storage element such as a hard disk drive
  • a memory 203 composed of a volatile storage element such as a RAM
  • a program 202 held in the storage device 201.
  • a CPU 204 (arithmetic device) that performs overall control of the device itself by reading and executing it and performing various determinations, computations, and control processing, a communication device 205 that is connected to the network 10 and is responsible for communication processing with other devices, and operation of the customer
  • An input / output device 206 such as a touch panel for receiving the processing and displaying the processing result, a digital video camera 207 for photographing the customer, a microphone 208 for collecting the voice of the customer, a speaker 209 for outputting the voice of the employee in charge, and the customer Card reader 21 for reading the cash card Equipped with a.
  • FIG. 4 is a diagram illustrating a hardware configuration example of the operator terminal 300 in the present embodiment.
  • the operator terminal 300 stores in the memory 303 a storage device 301 composed of a suitable non-volatile storage element such as a hard disk drive, a memory 303 composed of a volatile storage element such as RAM, and a program 302 held in the storage device 301.
  • a CPU 304 (arithmetic unit) for performing overall control of the device itself by executing such operations as reading and performing various determinations, computations and control processing, a communication device 305 connected to the network 10 and responsible for communication processing with other devices, An input / output device 306 such as a touch panel that receives an operation and displays a processing result, a digital video camera 307 that captures the person in charge, a microphone 308 that collects the voice of the person in charge, and a speaker 309 that outputs the voice of the customer Is provided.
  • FIG. 5 shows an example of the consultation history management table 125 in the present embodiment.
  • the consultation history management table 125 is a table that stores connection history between a customer terminal of each store and an operator terminal as a connection partner, and information related to biological information obtained from the customer at that time.
  • the data structure includes a connection source (store) that indicates a store where the customer terminal is installed and a connection source (terminal) that is the customer terminal ID, using a case ID that uniquely identifies a session between each customer terminal and the operator terminal as a key.
  • the operator connected to the customer terminal that is, the connection destination (member ID), the service provided in the session, the appropriate facial information such as the customer's face image obtained during the session, the ID, and the biological information It is a set of records composed of data such as the number of times the customer uses the service and the customer ID of the customer at the financial institution.
  • the biometric information described above may be various biometric information such as an iris, a vein, and a fingerprint in addition to the customer's face image. Of course, it is preferable that this biometric information is not biometric information itself but information of its feature points.
  • a template public biometric authentication infrastructure (PBI) mechanism may be used as a feature point.
  • the above customer ID is an account number or the like read by an appropriate card reader 210 of the customer terminal 200 when the customer presents the cash card of the financial institution during the session.
  • the customer ID is obtained by presenting the cash card or the like at any time, and the biometric information of the customer without presenting the cash card or the like at other times
  • the biometric information and its ID and the customer ID of the customer at the financial institution are set.
  • FIG. 6 shows an example of the status management table 126 in the present embodiment.
  • This status management table 126 is a table corresponding to the operator list in the present invention, and is a table storing information on each employee in charge.
  • the data structure is the service that can be handled using the employee ID as a key, the identification information of the operator terminal being used, the status as the current customer service status, and the cumulative response time of the day (cumulative response load within a predetermined period)
  • This is a collection of records consisting of data such as.
  • “cumulative correspondence time of the day” is an example of the cumulative correspondence load within a predetermined period, and in addition, “the cumulative correspondence number of the day” may be managed. Further, for the “current day”, data within a certain period may be used, such as “this month” or “this week”.
  • the operator allocation management system 100 monitors the status of a session between the operator terminal 300 and the customer terminal 200 to which the operator terminal 300 is connected via the network 10, or by requesting the customer terminal 200 or the operator terminal 300.
  • a session end event is detected, a value of “available” is set in the “status” column of the corresponding operator terminal 300 in the status management table 126 instead of “being supported”.
  • a value “in response” is set in the “status” column of the corresponding operator terminal 300 in the status management table 126 in place of the “response available”.
  • FIG. 7 is a diagram showing a configuration example of the search range management table 127 in the present embodiment.
  • This search range management table 127 is a step-by-step search range when specifying a consultation history including biometric information that matches the biometric information of the customer acquired from a certain customer terminal 200 in the consultation history management table 125 this time. It is a table that stores prescribed information.
  • the data structure is a first stage in which only the connection source store is a search range using a record ID that uniquely identifies each rule as a key, a second step that is an area including the location of the connection source store and its adjacent municipality, and a connection.
  • This is a set of records in which search range information for each stage such as the third stage, which is the prefecture including the location of the original store, is associated. As illustrated in FIG. 7, the range of each stage may be different for each store.
  • FIG. 8 is a diagram showing a configuration example of the store information table 128 in the present embodiment.
  • the store information table 128 is a table that defines at least the location of each store in a financial institution.
  • the data structure is an aggregate of records in which store location information is associated with a store ID that uniquely identifies each store as a key.
  • Flow Example 1 ---
  • the actual procedure of the operator assignment management method according to the present embodiment will be described with reference to the drawings.
  • Various operations corresponding to the operator assignment management method described below are realized by programs that the operator assignment management system 100 reads into the memory 103 and executes. These programs are composed of codes for performing various operations described below.
  • FIG. 9 is a diagram showing a flow example 1 of the operator assignment management method in the present embodiment. It is assumed that a customer who wants to consult about a certain service visits a store of a certain financial institution, moves to a dedicated booth, and starts operating the customer terminal 200.
  • the customer terminal 200 here receives a predetermined operation (for example, touching a predetermined portion of the touch panel) by the corresponding customer, and displays an initial screen 1200 (FIG. 12) on the input / output device 206.
  • a predetermined operation for example, touching a predetermined portion of the touch panel
  • the customer who wants the above-mentioned consultation uses the initial screen 1200 and the name of the service, such as “mortgage”, which is the subject of the consultation, and whether the service is used for the first time or the second time or later. Select whether to hold an account at the institution.
  • the customer terminal 200 When the customer terminal 200 receives a selection that the financial institution has an account on the initial screen 1200, the customer terminal 200 displays a screen 1300 (FIG. 13) asking whether or not to bring a cash card on the input / output device 206.
  • a screen 1300 (FIG. 13) asking whether or not to bring a cash card on the input / output device 206.
  • the customer terminal 200 receives the service name selected from the customer via the initial screen 1200, whether the service is used for the first time or the second time or later, and information on whether or not the account is held and whether or not the cash card is brought And the ID for identifying the customer terminal of the customer terminal 200 and the ID for identifying the store where the customer terminal 200 is installed are transmitted to the operator assignment management system 100.
  • a combination of “connection source (store)” and “connection source (terminal)” shown in FIG. 5 may be transmitted as information for identifying the customer terminal 200. In this case, sending an ID for identifying the installed store may be unnecessary.
  • the operator allocation management system 100 receives each piece of information from the customer terminal 200 described above (s100), and based on the information, the customer does not have an account (s101: n) or has an account. If it is determined that one does not bring a cash card (s102: n), the customer terminal 200 is instructed to start the digital video camera 207 and start photographing of the customer (s103).
  • the operator assignment management system 100 sets the cash card in the card reader. Is sent to the customer terminal 200 (s104). The customer views this message on the customer terminal 200, sets his / her cash card in the card reader 210 of the customer terminal 200, and reads the customer ID. The customer terminal 200 reads the customer ID from the customer's cash card, and transmits an operator assignment request including the customer ID and the service name already obtained in step s100 to the operator assignment management system 100.
  • the operator assignment management system 100 receives the above-described operator assignment request (s105). Further, when the above-mentioned information already obtained in step s100 indicates that the customer is using the service for the first time (s106: y), the operator allocation management system 100 returns each information already obtained in step s100. A record of the consultation history in which the information is associated with the customer ID included in the above-described operator assignment request is generated and registered in the consultation history management table 125 (s107).
  • the operator assignment management system 100 specifies a staff member who can handle the desired service of the customer (the service name received from the customer terminal 200 in s100) and whose status is “available” in the status management table 126. (S108).
  • the operator assignment management system 100 can deal with the desired service of the customer (the service name received from the customer terminal 200 in s100), and there are a plurality of employees in charge whose status is “available”. If it exists, it is preferable to read the value of “cumulative corresponding time of the day” in the status management table 126 for the staff in charge and identify the corresponding staff based on the value. This identification may be a person in charge with the shortest cumulative response time or a person with a cumulative response time of a predetermined standard or less.
  • the operator allocation management system 100 executes a process of allocating the specified employee in charge, that is, the terminal of the operator to the customer (s109), and ends the process.
  • the operator assignment management system 100 transmits a screen 1400 (FIG. 14) indicating that the connection has been established to the customer terminal 200. Further, the operator assignment management system 100 sets “1” to the value of the “usage count” column of the consultation history in the consultation history management table 125.
  • step s106 when it is found that the customer uses the service for the second time or later (s106: n), the consultation history management table using the customer ID and service name included in the operator assignment request as keys. 125 is searched, and a consultation history with a matching customer ID and service name is searched (s110).
  • the operator assignment management system 100 corresponds to the “connection destination (person ID)” indicated by the consultation history in the status management table 126 of FIG.
  • the process of assigning the value of the operator terminal to be used that is, the terminal currently used by the operator who the customer consulted regarding the same service to the customer is executed (s112), and the process is terminated.
  • the operator assignment management system 100 transmits to the customer terminal 200 a screen 1500 (FIG. 15) indicating that the connection has been established.
  • the operator allocation management system 100 increments the value of the “usage count” column of the consultation history in the consultation history management table 125 by one.
  • the customer terminal 200 that has started photographing the customer in step s103 described above extracts a predetermined feature point from the image data of the customer photographed by the digital video camera 207, and uses the feature point information as biometric information as an operator. It transmits to the allocation management system 100.
  • the operator assignment management system 100 receives the biological information from the customer terminal 200 (s120). Next, the operator assignment management system 100 uses the service name information already obtained in step s100 and the identification information of the store where the customer terminal 200 is installed as a key for the consultation history in which the value of the biometric information is set. The consultation history management table 125 is searched (s121).
  • the operator assignment management system 100 executes a matching process between the biological information included in the search history and the biological information received in step s120 ( s123).
  • the operator assignment management system 100 executes the search target enlargement process (s200) and ends the process.
  • the operator assignment management system 100 sets the “connection destination (person ID)” indicated by the consultation history. 6, a process of assigning the value of the corresponding operator terminal in the status management table 126 of FIG. 6, that is, the terminal currently used by the operator whom the customer has consulted regarding the same service to the customer (s125). The process ends.
  • the operator assignment management system 100 transmits to the customer terminal 200 a screen 1500 (FIG. 15) indicating that the connection has been established.
  • the operator allocation management system 100 increments the value of the “usage count” column of the consultation history in the consultation history management table 125 by one.
  • FIG. 10 is a diagram showing a flow example 2 of the operator assignment management method in the present embodiment.
  • the first pattern is triggered when the consultation history in which the value of the biometric information is set cannot be searched in the consultation history management table 125 in step s122 (s122: n).
  • the second pattern is triggered by the case where the biometric information is found not to match as a result of the matching process in step s123 (s124: n).
  • the operator assignment management system 100 searches the search range management table 127 using the identification information of the store where the customer terminal 200 is already obtained in step s100 as a key, and sets the installation.
  • a record including the store in the first stage is specified (s201).
  • the operator assignment management system 100 extracts the value of the target area set in the “second stage” column from the record specified by the above search (s202).
  • the search range management table 127 illustrated in FIG. 7 for example, from the record including “Store A” in the first stage, the value of the target area set in the “Second Stage” field is “X Town, Y The value of “city” can be extracted.
  • the operator assignment management system 100 specifies the store located in the extracted “second stage” target area in the store information table 128 (s203). Also, the operator allocation management system 100 searches the consultation history management table 125 for the consultation history of each store specified here, for which the service name (which has already been obtained in step s100) is set. (S204).
  • the operator assignment management system 100 is still the processing target of step s208 among the stages defined by the search range management table 127. It is determined whether there is an unexisting one (s206).
  • the operator assignment management system 100 shifts the processing to the above-described step s108 (s211), and the flow is changed. finish.
  • the operator assignment management system 100 becomes a processing target from the record specified in the above step s201.
  • the value of the target area set in the “third stage” column corresponding to the smallest target area is extracted (S208).
  • the search range management table 127 illustrated in FIG. 7 for example, from the record including “Store A” in the first stage, as the value of the target area set in the “Third Stage” field, The value can be extracted.
  • the operator assignment management system 100 specifies the store located in the extracted “third stage” target area in the store information table 128 (s209). Further, the operator allocation management system 100 searches the consultation history management table 125 for the consultation history of each store specified here, for which the service name (the one already obtained in step s100) is set. (S210), the process returns to step s205.
  • FIG. 11 is a diagram showing a flow example 3 of the operator assignment management method in the present embodiment.
  • the above flow example 2 shows that when the consultation history cannot be searched, the stage determined by the search range management table 127 is advanced as in steps s202 to s204 and s208 to s210, that is, the search target is expanded. .
  • the matching process of biometric information requires a certain amount of time, if the search target is enormous, the entire processing time also increases, and the length of the processing time may be unacceptable to the customer.
  • the operator assignment management system 100 executes the following processing along with the execution of the above flow example 2.
  • the operator terminal 100 monitors the elapsed time from the start time of the above-described step s201 with a clock function or the like that is generally provided as an information processing apparatus (s300).
  • the operator assignment management system 100 ends the identification of the operator from each consultation history in the consultation history management table 125 ( s302). In this case, the operator assignment management system 100 transmits a screen 1600 (FIG. 16) indicating that a new operator is assigned to the customer terminal 200. Further, the operator assignment management system 100 shifts the process to step s108 (s303), and ends the flow.
  • the service staff continues while suppressing the deterioration of the customer's convenience during the second and subsequent use. Response is possible.
  • This continuous response shortens the time required for consultation.
  • the time required to connect (use and occupy the network) of the terminal can be shortened, and if such a technology is adopted, it can be secured for a predetermined period based on the frequency of use of the remote service indicated by the customer's consultation history. It is easy to achieve efficient and low-cost system operation by controlling the appropriate operators, related devices, networks, etc. to an appropriate scale. Equipment and network resource utilization efficiency for remote service is also increased.
  • the computing device acquires the customer's biometric information from a customer terminal used at a predetermined facility by the remote service customer when using the service, and uses the biometric information as the remote service. It is also possible to further execute a process of storing in the storage device as a consultation history associated with the above information.
  • an appropriate biometric information such as an image of a customer who operates a customer terminal is acquired every time each customer uses a remote service, and this is managed continuously. I can do it.
  • the arithmetic unit when searching for a consultation history based on information on the facility and the remote service, receives the received predetermined information until a matching consultation history regarding the facility can be identified.
  • the search may be performed by changing the target area in stages starting from the area where the facility is located.
  • the search that changes the target area when the elapsed time from the initial search time to any stage is equal to or greater than a predetermined reference, End the identification of the operator from the consultation history, identify an operator that can handle the remote service from a predetermined operator list held in the storage device, and execute a process of assigning the terminal of the operator to the customer It may be a thing.
  • the pre-storage device further stores an operator list that holds each data of the types of remote services that can be handled by each operator and the accumulated corresponding load within a predetermined period.
  • the operator assigns an operator to be assigned to the customer terminal, among the operators capable of handling the remote service type indicated by the predetermined information, The process specified from the operator list may be further executed.
  • the information processing system acquires the customer's biological information from a customer terminal used at a predetermined facility by the remote service customer when using the service, A process of storing in the storage device as a consultation history associated with service information may be further executed.
  • the information processing system receives the predetermined predetermined information until a matching consultation history for the facility can be specified when searching for a consultation history based on the information on the facility and the remote service.
  • the search may be performed by changing the target area in stages starting from the location area of the facility indicated by the information.
  • the operator assignment management method of the present embodiment when the information processing system performs a search with the target area changed, if the elapsed time from the initial search time to any stage is equal to or greater than a predetermined reference, Ending the identification of the operator from the consultation history, identifying an operator that can handle the remote service from a predetermined operator list held in the storage device, and executing a process of assigning the operator's terminal to the customer You may do it.
  • the information processing system holds each data of the types of remote services that can be handled by each operator and the cumulative corresponding load within a predetermined period in the storage device.
  • an operator list is further stored and an operator to be assigned to the customer terminal is specified, among operators who can cope with the type of the remote service indicated by the predetermined information, a person whose cumulative corresponding load is a predetermined standard or less is selected as the operator list.
  • the process specified from the inside may be further executed.
  • Network 100 Operator Assignment Management System 101 Storage Device 102 Program 103 Memory 104 CPU (Calculation Device) 105 Communication Device 110 Threshold Value 125 Consultation History Management Table 126 Status Management Table 127 Search Range Management Table 128 Store Information Table 200 Customer Terminal 201 Storage Device 202 Program 203 Memory 204 CPU (Calculation Device) 205 Communication Device 206 Input / Output Device 207 Digital Video Camera 208 Microphone 209 Speaker 210 Card Reader 300 Operator Terminal 301 Storage Device 302 Program 303 Memory 304 CPU (Calculation Device) 305 Communication device 306 Input / output device 307 Digital video camera 308 Microphone 309 Speaker

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Abstract

[Problem] To enable continuous correspondence with service staff when remote services between customers and operators are used by the customers a plurality of times, while inhibiting reductions in the convenience to the customers on and after the second use of the services. [Solution] This operator allocation management system 100 is configured so as to include: a storage device 101 having, stored therein, consultation histories 125 in which biological information of customers of prescribed remote services is associated with information related to the remote services, said biological information having been acquired by prescribed facilities when the services were used; and a computation device 104 which, in cases when prescribed information related to the use of a remote service is received from any customer terminal 200, searches the consultation histories 125 on the basis of information related to the remote service and the facility indicated by the prescribed information, identifies consultation histories corresponding to at least the remote service among the facility and the remote service, identifies a consultation history among each of the identified consultation histories which includes biological information matching the biological information included in the prescribed information, and preferentially executes, from a terminal 300 of an operator identified on the basis of the consultation history, processing for implementing allocation to the customer.

Description

オペレータ割当管理システムおよびオペレータ割当管理方法Operator assignment management system and operator assignment management method
　本発明は、オペレータ割当管理システムおよびオペレータ割当管理方法に関する。 The present invention relates to an operator assignment management system and an operator assignment management method.
　ネットワークやコンピュータ技術を用いて、人員や店舗等の経営資源をより効率的に運用すると共に、顧客サービスの向上を図る動きが加速している。そうした技術として、以下の技術が提案されている。すなわち、顧客情報と問合せ内容に対応して回答を行う回答端末の情報を記憶したデータベースを備え、通信網を介して顧客より問合せがあったときに、通信網または顧客より送られる発呼者識別情報を顧客情報として記憶するとともに、音声ガイダンスによって顧客より入力させた問合せ内容を示す情報を前記顧客情報とともに問合せ情報として記憶して顧客に接続を切断させ、前記切断後に前記問合せ情報を用いて前記データベースを索引して前記問合せ情報に対応する回答端末を選定するとともに、選定した回答端末に対して前記問合せ情報を転送することにより、回答端末が事前に顧客の情報と問合せ内容を確認したうえでコールバック接続により顧客に接続し、問合せを行ってきた顧客に対して効率よく回答するコールバック式受付処理方法（特許文献１参照）などが提案されている。 The use of network and computer technology to operate management resources such as personnel and stores more efficiently and to improve customer service is accelerating. The following technologies have been proposed as such technologies. In other words, it is equipped with a database that stores customer information and information on answering terminals that respond to inquiries. When a customer makes an inquiry via the communication network, the caller identification sent from the communication network or customer The information is stored as customer information, and information indicating the inquiry content input from the customer by voice guidance is stored as inquiry information together with the customer information to cause the customer to disconnect, and after the disconnection, the inquiry information is used to store the information. After indexing the database and selecting the answer terminal corresponding to the inquiry information, the answer terminal confirms the customer information and the inquiry contents in advance by transferring the inquiry information to the selected answer terminal. Callback-type reception that connects to customers via callback connection and responds efficiently to customers who have made inquiries Such treatment method (see Patent Document 1) it has been proposed.
特開平１０－２５７１９２号公報Japanese Patent Laid-Open No. 10-257192
　近年の金融機関においては、その店舗内に遠隔相談用の専用端末が設置されるケースがある。顧客はこの専用端末を操作し、口座開設や住宅ローンの相談など、所望のサービスに応じた担当行員と映像を介してやりとりする。こうした担当行員は複数存在し、それぞれの操作端末をネットワークに接続して、顧客からの遠隔相談に備えている。各担当行員の操作端末と専用端末との間の接続は、所定の管理システムが顧客所望のサービスに応じて選択的に行う。 In recent financial institutions, there are cases where dedicated terminals for remote consultation are installed in the stores. The customer operates this dedicated terminal, and interacts with the employee in charge according to the desired service, such as opening an account or consulting on a mortgage, via a video. There are a number of such employees, and each operating terminal is connected to a network to prepare for remote consultation from customers. The connection between the operation terminal of each staff member and the dedicated terminal is selectively performed by a predetermined management system in accordance with a customer desired service.
　そうした遠隔相談を行う顧客は、事前予約無しに気軽に来店し、個人情報を明かさずにサービスを利用するケースも多い。また、この顧客が当該金融機関の顧客ではないケースもある。つまり金融機関側（上述の管理システム）では、上述の専用端末の利用者に関し、その本人認証や個人の特定情報の提示を必須としていない。 顧客 Customers who make such remote consultations often visit the store without prior reservation and use the service without revealing their personal information. In some cases, this customer is not a customer of the financial institution. That is, the financial institution side (the above-described management system) does not require the user authentication or the presentation of individual specific information regarding the user of the above-described dedicated terminal.
　そのため、個人を特定しないまま初回相談を終えて退店した顧客が、再び相談のために来店した場合、管理システム側では初回相談の顧客として一旦認識するしかない。この状況下の顧客は、前回相談時の担当行員とのスムーズな相談再開を内心望んでいる。しかし現状は、そうした希望が金融機関から考慮されない仕組みとなっており、当該顧客における満足度やユーザビリティが低下する恐れがある。 Therefore, when a customer who has left the store after completing the initial consultation without specifying an individual visits the store again for consultation, the management system can only recognize it as a customer for the first consultation. Customers in this situation are eager to smoothly resume consultations with the staff in charge at the previous consultation. However, the current situation is that such a desire is not taken into account by financial institutions, and there is a risk that the satisfaction and usability of the customer will decrease.
　他方、二回目以降の来店に際し、当該顧客が既に遠隔相談のサービスを利用した顧客であることを上述の管理システム側に認識させるべく、認証動作等を顧客に行わせると、顧客満足度は低下しやすい。 On the other hand, when the customer visits the store for the second time or later, if the customer performs an authentication operation or the like so that the management system recognizes that the customer is a customer who has already used the remote consultation service, the customer satisfaction is reduced. It's easy to do.
　そこで本発明の目的は、事業者と顧客との間での遠隔サービスを顧客が複数回利用するに際し、二回目以降の利用時における当該顧客の利便性低下を抑制しつつ、サービス担当者の継続的な対応を可能とする技術を提供することにある。 Therefore, an object of the present invention is to continue service personnel while suppressing a decrease in convenience of the customer at the second and subsequent use when the customer uses the remote service between the operator and the customer a plurality of times. It is to provide a technology that enables a practical response.
　上記課題を解決する本発明のオペレータ割当管理システムは、所定遠隔サービスの顧客に関して、サービス利用時に所定施設で取得された当該顧客の生体情報を、当該遠隔サービスの情報と対応付けた相談履歴を格納した記憶装置と、いずれかの顧客端末から遠隔サービスの利用に関する所定情報を受信した場合、当該所定情報が示す当該施設および当該遠隔サービスの情報に基づいて、前記相談履歴の検索を実行して、前記施設および前記遠隔サービスのうち少なくとも遠隔サービスについて一致する相談履歴を特定し、当該特定した各相談履歴のうち、前記所定情報が含む生体情報とマッチングする生体情報を含むものを特定し、当該相談履歴に基づき特定されるオペレータの端末から優先的に、当該顧客向けに割り当てる処理を実行する演算装置と、を備えたことを特徴とする。 The operator assignment management system of the present invention that solves the above problem stores a consultation history relating to a customer of a predetermined remote service, in which the biometric information of the customer acquired at a predetermined facility when using the service is associated with the information of the remote service When the predetermined information regarding the use of the remote service is received from the storage device and any of the customer terminals, the search of the consultation history is performed based on the facility and the remote service information indicated by the predetermined information, The consultation history that matches at least the remote service among the facility and the remote service is identified, and among the identified consultation histories, the one that includes biological information that matches the biological information included in the predetermined information is identified, and the consultation Preferentially assigns to the customer from the operator's terminal identified based on the history An arithmetic unit that, characterized by comprising a.
　また、本発明のオペレータ割当管理方法は、所定遠隔サービスの顧客に関して、サービス利用時に所定施設で取得された当該顧客の生体情報を、当該遠隔サービスの情報と対応付けた相談履歴を格納した記憶装置を備えた情報処理システムが、いずれかの顧客端末から遠隔サービスの利用に関する所定情報を受信した場合、当該所定情報が示す当該施設および当該遠隔サービスの情報に基づいて、前記相談履歴の検索を実行して、前記施設および前記遠隔サービスのうち少なくとも遠隔サービスについて一致する相談履歴を特定し、当該特定した各相談履歴のうち、前記所定情報が含む生体情報とマッチングする生体情報を含むものを特定し、当該相談履歴に基づき特定されるオペレータの端末から優先的に、当該顧客向けに割り当てる処理を実行することを特徴とする。 The operator assignment management method of the present invention also relates to a storage device that stores a consultation history in which biometric information of a customer acquired at a predetermined facility at the time of using the service is associated with the information of the remote service. When the information processing system provided with the predetermined information regarding the use of the remote service from any of the customer terminals, the consultation history is searched based on the facility and the remote service information indicated by the predetermined information. Then, the consultation history that matches at least the remote service among the facility and the remote service is specified, and the specified consultation history that includes the biological information that matches the biological information included in the predetermined information is specified. , The process of assigning to the customer with priority from the operator terminal identified based on the consultation history. Characterized by a run.
　本発明によれば、事業者と顧客との間での遠隔サービスを顧客が複数回利用するに際し、二回目以降の利用時における当該顧客の利便性低下を抑制しつつ、サービス担当者の継続的な対応が可能となる。 According to the present invention, when a customer uses a remote service between an operator and a customer a plurality of times, the customer's service person is continuously reduced while suppressing a decrease in convenience of the customer at the second and subsequent uses. Is possible.
本実施形態におけるオペレータ割当管理システムを含むネットワーク構成図である。It is a network block diagram including the operator allocation management system in this embodiment. 本実施形態におけるオペレータ割当管理システムのハードウェア構成例を示す図である。It is a figure which shows the hardware structural example of the operator allocation management system in this embodiment. 本実施形態の顧客端末のハードウェア構成例を示す図である。It is a figure which shows the hardware structural example of the customer terminal of this embodiment. 本実施形態のオペレータ端末のハードウェア構成例を示す図である。It is a figure which shows the hardware structural example of the operator terminal of this embodiment. 本実施形態における相談履歴管理テーブルの構成例を示す図である。It is a figure which shows the structural example of the consultation log | history management table in this embodiment. 本実施形態におけるステータス管理テーブルの構成例を示す図である。It is a figure which shows the structural example of the status management table in this embodiment. 本実施形態における検索範囲管理テーブルの構成例を示す図である。It is a figure which shows the structural example of the search range management table in this embodiment. 本実施形態における店舗情報テーブルの構成例を示す図である。It is a figure which shows the structural example of the shop information table in this embodiment. 本実施形態におけるオペレータ割当管理方法のフロー例１を示す図である。It is a figure which shows the example 1 of a flow of the operator allocation management method in this embodiment. 本実施形態におけるオペレータ割当管理方法のフロー例２を示す図である。It is a figure which shows the example 2 of a flow of the operator allocation management method in this embodiment. 本実施形態におけるオペレータ割当管理方法のフロー例３を示す図である。It is a figure which shows the example 3 of a flow of the operator allocation management method in this embodiment. 本実施形態における画面例１を示す図である。It is a figure which shows the example 1 of a screen in this embodiment. 本実施形態における画面例２を示す図である。It is a figure which shows the example 2 of a screen in this embodiment. 本実施形態における画面例３を示す図である。It is a figure which shows the example 3 of a screen in this embodiment. 本実施形態における画面例４を示す図である。It is a figure which shows the example 4 of a screen in this embodiment. 本実施形態における画面例５を示す図である。It is a figure which shows the example 5 of a screen in this embodiment.
－－－ネットワーク構成－－－
　以下に本発明の実施形態について図面を用いて詳細に説明する。図１は本実施形態のオペレータ割当管理システム１００を含むネットワーク構成例を示す図である。図１に示すオペレータ割当管理システム１００は、事業者と顧客との間での遠隔サービスを顧客が複数回利用するに際し、二回目以降の利用時における当該顧客の利便性低下を抑制しつつ、サービス担当者の継続的な対応を可能とするコンピュータシステムである。 ---- Network configuration ---
Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a diagram showing an example of a network configuration including an operator assignment management system 100 of the present embodiment. The operator allocation management system 100 shown in FIG. 1 is a service that suppresses a decrease in convenience of the customer when the customer uses the remote service between the business operator and the customer a plurality of times, while suppressing the customer's convenience during the second and subsequent use. It is a computer system that enables the person in charge to respond continuously.
　本実施形態におけるオペレータ割当管理システム１００は、例えば金融機関が管理、運用するサーバ装置である。金融機関は、資産運用のコンサルティング、銀行口座の開設・管理、住宅ローンや投資信託等の金融商品の販売、相続対策の提案、などといった各種金融サービスを顧客に提供している。但し本実施形態で想定する金融機関では、店舗窓口でのテラーによる対面形態でのサービス提供のみならず、遠隔でビデオ通話を介した窓口（遠隔窓口）などでの遠隔サービスの提供も行っているものとする。なお、本実施形態は、窓口業務（問い合わせ、相談、手続き）に広く適用可能である。例えば、公共機関の窓口や通信販売の問い合わせ窓口が含まれる。また、オペレータの在席場所も自宅等、該当組織以外であっても構わない。 The operator assignment management system 100 in this embodiment is a server device managed and operated by a financial institution, for example. Financial institutions provide clients with various financial services such as asset management consulting, opening and managing bank accounts, selling financial products such as mortgages and investment trusts, and proposing inheritance measures. However, the financial institution assumed in the present embodiment provides not only a face-to-face service by a teller at a store window, but also a remote service at a window (remote window) via a video call remotely. Shall. Note that this embodiment can be widely applied to window operations (inquiries, consultations, procedures). For example, a contact point of a public institution or a mail order inquiry contact point is included. The operator's seating location may be other than the corresponding organization such as home.
　この遠隔サービスの提供にあたっては、以下のネットワーク構成例を想定できる。すなわち、当該オペレータ割当管理システム１００、店舗内の複数の専用ブースそれぞれに設置した顧客端末２００、および、遠隔サービスの各担当行員が操作するオペレータ端末３００、がセキュアなネットワーク１０で通信可能に結ばれたネットワーク構成である。 The following network configuration examples can be assumed in providing this remote service. In other words, the operator assignment management system 100, the customer terminal 200 installed in each of a plurality of dedicated booths in the store, and the operator terminal 300 operated by each remote service employee are connected through the secure network 10. Network configuration.
　上述の遠隔サービスの提供を受けようとする顧客は、店舗を訪れて専用ブースもしくは顧客端末が設置されたカウンタ等（以下、専用ブース）に入る。そしてこの顧客は、その専用ブースに設置された顧客端末２００のインターフェイスを適宜に操作して、口座開設や住宅ローンの相談など所望のサービスを選択する。 A customer who wants to receive the above-mentioned remote service visits a store and enters a dedicated booth or a counter equipped with a customer terminal (hereinafter referred to as a dedicated booth). Then, the customer appropriately operates the interface of the customer terminal 200 installed in the dedicated booth to select a desired service such as account opening or mortgage consultation.
　一方、この選択をネットワーク１０を介して受信したオペレータ割当管理システム１００は、複数存在する担当行員のうち、顧客所望のサービスに対応出来る担当行員を、各担当行員の対応サービス種類と顧客対応状況等を管理するテーブル（後述するステータス管理テーブル１２６）や、各サービス利用時に顧客から取得した当該顧客の生体情報が含まれる相談履歴を管理するテーブル（後述する相談履歴管理テーブル１２５）などに基づいて特定し、当該担当行員のオペレータ端末３００と、上述の顧客が操作中の顧客端末２００との間の回線接続を確立する。 On the other hand, the operator allocation management system 100 that has received this selection via the network 10 selects a staff member who can handle a customer desired service from among a plurality of staff members in charge, corresponding service types of each staff member, customer service status, etc. Specified based on a table (status management table 126 to be described later), a table for managing consultation history including biometric information of the customer acquired from each customer when using each service (consultation history management table 125 to be described later), etc. Then, a line connection is established between the operator terminal 300 of the employee in charge and the customer terminal 200 being operated by the customer.
　なお、オペレータ割当管理システム１００における、顧客と担当者の各端末間の回線接続を行う機能自体は、コールセンター等でのＣＴＩシステムの機能と同様であり、従来から存在する技術を適宜に採用すれば良い。 In the operator assignment management system 100, the function itself for connecting the line between each terminal of the customer and the person in charge is the same as the function of the CTI system in the call center or the like, and if existing techniques are appropriately adopted. good.
　こうして接続されたオペレータ端末３００と顧客端末２００との間では、それぞれの撮像装置による本人映像・音声のデータが送受信される。つまり顧客は、映像を通じて担当行員と会話し、金融サービスに関して相談をすることになる。
－－－ハードウェア構成例－－－
　また、上述のネットワーク構成が含む各機器のハードウェア構成は以下の如くとなる。図２は本実施形態におけるオペレータ割当管理システム１００のハードウェア構成例を示す図である。オペレータ割当管理システム１００は、ハードディスクドライブなど適宜な不揮発性記憶素子で構成される記憶装置１０１、ＲＡＭなど揮発性記憶素子で構成されるメモリ１０３、記憶装置１０１に保持されるプログラム１０２をメモリ１０３に読み出すなどして実行しシステム自体の統括制御を行なうとともに各種判定、演算及び制御処理を行なうＣＰＵ１０４（演算装置）、ネットワーク１０と接続し他装置との通信処理を担う通信装置１０５を備える。 Between the operator terminal 300 and the customer terminal 200 thus connected, personal video / audio data from the respective imaging devices is transmitted and received. In other words, the customer talks with the employee in charge through the video and consults about financial services.
--- Hardware configuration example ---
The hardware configuration of each device included in the network configuration described above is as follows. FIG. 2 is a diagram illustrating a hardware configuration example of the operator assignment management system 100 according to the present embodiment. The operator assignment management system 100 stores in the memory 103 a storage device 101 composed of appropriate non-volatile storage elements such as a hard disk drive, a memory 103 composed of volatile storage elements such as RAM, and a program 102 held in the storage device 101. A CPU 104 (arithmetic unit) that performs various determinations, calculations, and control processes while performing overall control of the system itself by reading and executing, and a communication unit 105 that is connected to the network 10 and performs communication processing with other devices.
　なお、上述の記憶装置１０１は、プログラム１０２の他に、閾値１１０、相談履歴管理テーブル１２５、ステータス管理テーブル１２６、検索範囲管理テーブル１２７、および店舗情報テーブル１２８を少なくとも保持している。このうち、上述の各テーブルの具体的なデータ構造については後述する。 The storage device 101 described above holds at least a threshold value 110, a consultation history management table 125, a status management table 126, a search range management table 127, and a store information table 128 in addition to the program 102. Among these, the specific data structure of each table described above will be described later.
　一方、上述の閾値１１０は、オペレータ割当管理システム１００が、相談履歴を相談履歴管理テーブル１２５で検索する際に利用する基準値である。この場合のオペレータ割当管理システム１００は、或る顧客端末２００から受信した、当該顧客端末２００の設置施設たる店舗および顧客所望の遠隔サービスの各情報に基づいて相談履歴の検索を相談履歴管理テーブル１２５で行う際、店舗に関して一致する相談履歴が特定出来るまで、その検索範囲を当該店舗の所在エリアを起点に、段階的に対象エリアを変化させて当該検索を行う。しかし、こうした対象エリアの変化を無制限に行うと、顧客が許容出来る所要時間を超過してしまうケースも生じうる。なお、対象エリアの段階については、後述する検索範囲管理テーブル１２７で規定しているものとする。 On the other hand, the threshold 110 described above is a reference value used when the operator allocation management system 100 searches the consultation history management table 125 for the consultation history. In this case, the operator allocation management system 100 searches the consultation history based on the information received from a certain customer terminal 200, such as the store where the customer terminal 200 is installed and the remote service desired by the customer. When the search is performed, the search is performed by gradually changing the target area from the location where the store is located until the matching consultation history regarding the store can be identified. However, if the change of the target area is unlimited, there may be a case where the required time that the customer can tolerate is exceeded. It is assumed that the target area stage is defined in the search range management table 127 described later.
　そこでオペレータ割当管理システム１００は、上述のように対象エリアを変化させた検索に際し、最初の検索時点からいずれかの段階までの経過時間が、上述の閾値１１０以上となった場合、相談履歴管理テーブル１２５からのオペレータの特定を終了する。つまり、閾値１１０は、相談履歴管理テーブル１２５におけるオペレータ特定処理を継続するか否か規定する時間長の基準値である。 Accordingly, the operator allocation management system 100, when performing a search with the target area changed as described above, if the elapsed time from the initial search time to any stage is equal to or greater than the threshold 110 described above, the consultation history management table. The operator identification from 125 is finished. That is, the threshold value 110 is a reference value for a time length that defines whether or not to continue the operator specifying process in the consultation history management table 125.
　図３は、本実施形態における顧客端末２００のハードウェア構成例を示す図である。また、顧客端末２００は、ハードディスクドライブなど適宜な不揮発性記憶素子で構成される記憶装置２０１、ＲＡＭなど揮発性記憶素子で構成されるメモリ２０３、記憶装置２０１に保持されるプログラム２０２をメモリ２０３に読み出すなどして実行し装置自体の統括制御を行なうとともに各種判定、演算及び制御処理を行なうＣＰＵ２０４（演算装置）、ネットワーク１０と接続し他装置との通信処理を担う通信装置２０５、当該顧客の操作を受け付けて処理結果を表示するタッチパネル等の入出力装置２０６、当該顧客を撮影するデジタルビデオカメラ２０７、当該顧客の音声を集音するマイク２０８、担当行員の音声を出力するスピーカー２０９、および、顧客のキャッシュカードに対する読み取り動作を行うカードリーダー２１０を備える。 FIG. 3 is a diagram illustrating a hardware configuration example of the customer terminal 200 in the present embodiment. Further, the customer terminal 200 stores in the memory 203 a storage device 201 composed of a suitable non-volatile storage element such as a hard disk drive, a memory 203 composed of a volatile storage element such as a RAM, and a program 202 held in the storage device 201. A CPU 204 (arithmetic device) that performs overall control of the device itself by reading and executing it and performing various determinations, computations, and control processing, a communication device 205 that is connected to the network 10 and is responsible for communication processing with other devices, and operation of the customer An input / output device 206 such as a touch panel for receiving the processing and displaying the processing result, a digital video camera 207 for photographing the customer, a microphone 208 for collecting the voice of the customer, a speaker 209 for outputting the voice of the employee in charge, and the customer Card reader 21 for reading the cash card Equipped with a.
　図４は、本実施形態におけるオペレータ端末３００ハードウェア構成例を示す図である。また、オペレータ端末３００は、ハードディスクドライブなど適宜な不揮発性記憶素子で構成される記憶装置３０１、ＲＡＭなど揮発性記憶素子で構成されるメモリ３０３、記憶装置３０１に保持されるプログラム３０２をメモリ３０３に読み出すなどして実行し装置自体の統括制御を行なうとともに各種判定、演算及び制御処理を行なうＣＰＵ３０４（演算装置）、ネットワーク１０と接続し他装置との通信処理を担う通信装置３０５、当該担当行員の操作を受け付けて処理結果を表示するタッチパネル等の入出力装置３０６、当該担当行員を撮影するデジタルビデオカメラ３０７、当該担当行員の音声を集音するマイク３０８、および、顧客の音声を出力するスピーカー３０９を備える。
－－－データ構成例－－－
　続いて、本実施形態のオペレータ割当管理システム１００が用いるテーブル類について説明する。図５に、本実施形態における相談履歴管理テーブル１２５の一例を示す。この相談履歴管理テーブル１２５は、各店舗の顧客端末とその接続相手となるオペレータ端末との接続履歴と、その際の顧客から得た生体情報等に関する情報を格納したテーブルである。 FIG. 4 is a diagram illustrating a hardware configuration example of the operator terminal 300 in the present embodiment. In addition, the operator terminal 300 stores in the memory 303 a storage device 301 composed of a suitable non-volatile storage element such as a hard disk drive, a memory 303 composed of a volatile storage element such as RAM, and a program 302 held in the storage device 301. A CPU 304 (arithmetic unit) for performing overall control of the device itself by executing such operations as reading and performing various determinations, computations and control processing, a communication device 305 connected to the network 10 and responsible for communication processing with other devices, An input / output device 306 such as a touch panel that receives an operation and displays a processing result, a digital video camera 307 that captures the person in charge, a microphone 308 that collects the voice of the person in charge, and a speaker 309 that outputs the voice of the customer Is provided.
--- Data configuration example ---
Next, tables used by the operator assignment management system 100 of this embodiment will be described. FIG. 5 shows an example of the consultation history management table 125 in the present embodiment. The consultation history management table 125 is a table that stores connection history between a customer terminal of each store and an operator terminal as a connection partner, and information related to biological information obtained from the customer at that time.
　そのデータ構造は、各顧客端末とオペレータ端末とのセッションを一意に特定する案件ＩＤをキーとして、顧客端末の設置店舗を示す接続元（店舗）および顧客端末ＩＤである接続元（端末）、当該顧客端末の接続先たるオペレータ、つまり行員たる接続先（行員ＩＤ）、当該セッションでの提供サービス、当該セッションに際して得た当該顧客の顔画像など適宜な生体情報とそのＩＤ、当該生体情報に紐付く顧客による同サービスの利用回数、および、当該金融機関における当該顧客の顧客ＩＤといったデータから成るレコードの集合体である。 The data structure includes a connection source (store) that indicates a store where the customer terminal is installed and a connection source (terminal) that is the customer terminal ID, using a case ID that uniquely identifies a session between each customer terminal and the operator terminal as a key. The operator connected to the customer terminal, that is, the connection destination (member ID), the service provided in the session, the appropriate facial information such as the customer's face image obtained during the session, the ID, and the biological information It is a set of records composed of data such as the number of times the customer uses the service and the customer ID of the customer at the financial institution.
　なお上述の生体情報は、当該顧客の顔画像のほか、虹彩や静脈、指紋といった各種の生体情報であってもよい。勿論、この生体情報は、生体情報そのものではなく、その特徴点の情報であると好適である。ここで、特徴点として、テンプレート公開型生体認証基盤（ＰＢＩ）の仕組みを流用してもよい。また、上述の顧客ＩＤは、当該顧客が当該セッション時に当該金融機関のキャッシュカード等を提示した場合に、顧客端末２００の適宜なカードリーダー２１０が読み取った口座番号等である。勿論、当該顧客が当該金融機関の顧客では無く、そうしたキャッシュカード等を提示しなかった場合、或いは、当該金融機関の顧客ではあるが、キャッシュカード等を持参せず提示出来なかった場合、相談履歴管理テーブル１２５における顧客ＩＤ欄は空欄となる。この場合、生体情報ＩＤおよび生体情報の各欄には、当該顧客から得た生体情報に応じた値が格納される。一方、同じ顧客による同じサービスに関する複数の利用回のうち、いずれかの回でキャッシュカード等を提示して顧客ＩＤを取得し、その他の回ではキャッシュカード等を提示せずに当該顧客の生体情報を取得した場合、そのセッションに対応した相談履歴は、生体情報とそのＩＤ、および、当該金融機関における当該顧客の顧客ＩＤの、各値がそれぞれ設定されたものとなる。 The biometric information described above may be various biometric information such as an iris, a vein, and a fingerprint in addition to the customer's face image. Of course, it is preferable that this biometric information is not biometric information itself but information of its feature points. Here, a template public biometric authentication infrastructure (PBI) mechanism may be used as a feature point. The above customer ID is an account number or the like read by an appropriate card reader 210 of the customer terminal 200 when the customer presents the cash card of the financial institution during the session. Of course, if the customer is not a customer of the financial institution and did not present such a cash card, or if the customer was a customer of the financial institution and could not present it without bringing a cash card, etc., consult history The customer ID column in the management table 125 is blank. In this case, values corresponding to the biometric information obtained from the customer are stored in the biometric information ID and biometric information fields. On the other hand, out of a plurality of usage times related to the same service by the same customer, the customer ID is obtained by presenting the cash card or the like at any time, and the biometric information of the customer without presenting the cash card or the like at other times In the consultation history corresponding to the session, the biometric information and its ID and the customer ID of the customer at the financial institution are set.
　図６は、本実施形態におけるステータス管理テーブル１２６の一例を示す。このステータス管理テーブル１２６は、本発明におけるオペレータリストに対応したテーブルで、各担当行員に関する情報を格納したテーブルである。そのデータ構造は、行員ＩＤをキーとして、対応可能なサービス、使用しているオペレータ端末の識別情報、現在の顧客対応状況たるステータス、および、当日の累積対応時間（所定期間内の累積対応負荷）、といったデータから成るレコードの集合体である。なお、「当日の累積対応時間」は、所定期間内の累積対応負荷の一例であり、その他にも、「当日の累積対応回数」を管理するとしてもよい。更に、「当日」については、「今月」や「今週」のように一定期間内のデータを用いればよい。 FIG. 6 shows an example of the status management table 126 in the present embodiment. This status management table 126 is a table corresponding to the operator list in the present invention, and is a table storing information on each employee in charge. The data structure is the service that can be handled using the employee ID as a key, the identification information of the operator terminal being used, the status as the current customer service status, and the cumulative response time of the day (cumulative response load within a predetermined period) This is a collection of records consisting of data such as. Note that “cumulative correspondence time of the day” is an example of the cumulative correspondence load within a predetermined period, and in addition, “the cumulative correspondence number of the day” may be managed. Further, for the “current day”, data within a certain period may be used, such as “this month” or “this week”.
　オペレータ割当管理システム１００は、当該オペレータ端末３００とその接続先である顧客端末２００との間のセッションの状態をネットワーク１０を介して、或いは顧客端末２００ないしオペレータ端末３００にリクエストして監視しており、セッション終了の事象を検知した場合に、このステータス管理テーブル１２６における該当オペレータ端末３００の「ステータス」欄に、それまでの「対応中」に変えて「対応可」の値を設定する。一方、セッション開始の事象を検知した場合に、このステータス管理テーブル１２６における該当オペレータ端末３００の「ステータス」欄に、それまでの「対応可」に変えて「対応中」の値を設定する。 The operator allocation management system 100 monitors the status of a session between the operator terminal 300 and the customer terminal 200 to which the operator terminal 300 is connected via the network 10, or by requesting the customer terminal 200 or the operator terminal 300. When a session end event is detected, a value of “available” is set in the “status” column of the corresponding operator terminal 300 in the status management table 126 instead of “being supported”. On the other hand, when a session start event is detected, a value “in response” is set in the “status” column of the corresponding operator terminal 300 in the status management table 126 in place of the “response available”.
　図７は本実施形態における検索範囲管理テーブル１２７の構成例を示す図である。この検索範囲管理テーブル１２７は、相談履歴管理テーブル１２５において、或る顧客端末２００より今回取得した当該顧客の生体情報とマッチする生体情報を含む相談履歴を特定する際の、検索範囲について段階的に規定する情報を格納したテーブルである。 FIG. 7 is a diagram showing a configuration example of the search range management table 127 in the present embodiment. This search range management table 127 is a step-by-step search range when specifying a consultation history including biometric information that matches the biometric information of the customer acquired from a certain customer terminal 200 in the consultation history management table 125 this time. It is a table that stores prescribed information.
　そのデータ構造は、各規定を一意に特定するレコードＩＤをキーとして、接続元店舗のみが検索範囲である第１段階、接続元店舗の所在地とその隣接市町村を含むエリアである第２段階、接続元店舗の所在地を含む都道府県である第３段階、といった各段階ごとの検索範囲の情報を対応付けたレコードの集合体である。図７の例示ように、各店舗ごとに各段階の範囲が異なっているとしてもよい。 The data structure is a first stage in which only the connection source store is a search range using a record ID that uniquely identifies each rule as a key, a second step that is an area including the location of the connection source store and its adjacent municipality, and a connection. This is a set of records in which search range information for each stage such as the third stage, which is the prefecture including the location of the original store, is associated. As illustrated in FIG. 7, the range of each stage may be different for each store.
 
　図８は本実施形態における店舗情報テーブル１２８の構成例を示す図である。この店舗情報テーブル１２８は、金融機関における各店舗の所在地を少なくとも規定したテーブルである。
FIG. 8 is a diagram showing a configuration example of the store information table 128 in the present embodiment. The store information table 128 is a table that defines at least the location of each store in a financial institution.
　そのデータ構造は、各店舗を一意に特定する店舗ＩＤをキーとして、当該店舗の所在地の情報を対応付けたレコードの集合体である。
－－－フロー例１－－－
　以下、本実施形態におけるオペレータ割当管理方法の実際手順について図に基づき説明する。以下で説明するオペレータ割当管理方法に対応する各種動作は、オペレータ割当管理システム１００がメモリ１０３に読み出して実行するプログラムによって実現される。そして、これらのプログラムは、以下に説明される各種の動作を行うためのコードから構成されている。 The data structure is an aggregate of records in which store location information is associated with a store ID that uniquely identifies each store as a key.
--- Flow Example 1 ---
Hereinafter, the actual procedure of the operator assignment management method according to the present embodiment will be described with reference to the drawings. Various operations corresponding to the operator assignment management method described below are realized by programs that the operator assignment management system 100 reads into the memory 103 and executes. These programs are composed of codes for performing various operations described below.
　図９は、本実施形態におけるオペレータ割当管理方法のフロー例１を示す図である。前提として、或るサービスに関して相談を行いたい顧客が、或る金融機関の店舗を訪れて専用ブースに移動し、顧客端末２００の操作を開始したとする。 FIG. 9 is a diagram showing a flow example 1 of the operator assignment management method in the present embodiment. It is assumed that a customer who wants to consult about a certain service visits a store of a certain financial institution, moves to a dedicated booth, and starts operating the customer terminal 200.
　ここでの顧客端末２００は、該当顧客による所定操作（例：タッチパネルの所定箇所へのタッチ）を受け、初期画面１２００（図１２）を入出力装置２０６に表示する。 The customer terminal 200 here receives a predetermined operation (for example, touching a predetermined portion of the touch panel) by the corresponding customer, and displays an initial screen 1200 (FIG. 12) on the input / output device 206.
　一方、上述の相談を望む顧客は、この初期画面１２００において、当該相談の対象となる、「住宅ローン」といったサービス名と、そのサービスの利用が初回または２回目以降のいずれであるか、当該金融機関での口座保有有無を選択する。 On the other hand, the customer who wants the above-mentioned consultation uses the initial screen 1200 and the name of the service, such as “mortgage”, which is the subject of the consultation, and whether the service is used for the first time or the second time or later. Select whether to hold an account at the institution.
　顧客端末２００は、初期画面１２００において、当該金融機関での口座保有有りとの選択を受けた場合、キャッシュカード持参有無を問う画面１３００（図１３）を入出力装置２０６に表示する。 When the customer terminal 200 receives a selection that the financial institution has an account on the initial screen 1200, the customer terminal 200 displays a screen 1300 (FIG. 13) asking whether or not to bring a cash card on the input / output device 206.
　顧客端末２００は、初期画面１２００を介して顧客から選択を受けたサービス名と、そのサービスの利用が初回または２回目以降のいずれであるか、および、口座保有有無およびキャッシュカード持参有無の各情報と、当該顧客端末２００の顧客端末を識別するＩＤ、当該顧客端末２００の設置店舗を識別するＩＤを、オペレータ割当管理システム１００に送信する。なお、顧客端末２００を識別する情報として、図５に示す「接続元（店舗）」と「接続元（端末）」の組合せを送信してもよい。この場合、設置店舗を識別するＩＤの送付は不要としてもよい。 The customer terminal 200 receives the service name selected from the customer via the initial screen 1200, whether the service is used for the first time or the second time or later, and information on whether or not the account is held and whether or not the cash card is brought And the ID for identifying the customer terminal of the customer terminal 200 and the ID for identifying the store where the customer terminal 200 is installed are transmitted to the operator assignment management system 100. Note that a combination of “connection source (store)” and “connection source (terminal)” shown in FIG. 5 may be transmitted as information for identifying the customer terminal 200. In this case, sending an ID for identifying the installed store may be unnecessary.
　オペレータ割当管理システム１００は、上述の顧客端末２００から各情報を受信し（ｓ１００）、当該情報に基づいて、当該顧客が口座を持っていないこと（ｓ１０１：ｎ）、または、口座は持っているもののキャッシュカードを持参していないこと（ｓ１０２：ｎ）、のいずれかが判明した場合、顧客端末２００に対して、デジタルビデオカメラ２０７の起動と当該顧客の撮影開始を指示する（ｓ１０３）。 The operator allocation management system 100 receives each piece of information from the customer terminal 200 described above (s100), and based on the information, the customer does not have an account (s101: n) or has an account. If it is determined that one does not bring a cash card (s102: n), the customer terminal 200 is instructed to start the digital video camera 207 and start photographing of the customer (s103).
　他方、当該顧客は口座を持っており（ｓ１０１：ｙ）、キャッシュカードも持参していることが判明した場合（ｓ１０２：ｙ）、オペレータ割当管理システム１００は、キャッシュカードをカードリーダーにセットする旨のメッセージ表示指示を顧客端末２００に送信する（ｓ１０４）。顧客は、顧客端末２００でこのメッセージを閲覧し、自身のキャッシュカードを顧客端末２００のカードリーダー２１０にセットし、顧客ＩＤを読み取らせる。顧客端末２００は、この顧客のキャッシュカードから顧客ＩＤを読み取って、当該顧客ＩＤと、ステップｓ１００で既に得ているサービス名とを含むオペレータ割当依頼を、オペレータ割当管理システム１００に送信する。 On the other hand, if the customer has an account (s101: y) and it is found that he / she also brings a cash card (s102: y), the operator assignment management system 100 sets the cash card in the card reader. Is sent to the customer terminal 200 (s104). The customer views this message on the customer terminal 200, sets his / her cash card in the card reader 210 of the customer terminal 200, and reads the customer ID. The customer terminal 200 reads the customer ID from the customer's cash card, and transmits an operator assignment request including the customer ID and the service name already obtained in step s100 to the operator assignment management system 100.
　ここでオペレータ割当管理システム１００は、上述のオペレータ割当依頼を受信する（ｓ１０５）。また、オペレータ割当管理システム１００は、ステップｓ１００で既に得ている上述の情報が、当該顧客においてそのサービスの利用が初回であることを示す場合（ｓ１０６：ｙ）、ステップｓ１００で既に得ている各情報と、上述のオペレータ割当依頼の含む顧客ＩＤとを対応付けた相談履歴のレコードを生成し、これを相談履歴管理テーブル１２５に登録する（ｓ１０７）。 Here, the operator assignment management system 100 receives the above-described operator assignment request (s105). Further, when the above-mentioned information already obtained in step s100 indicates that the customer is using the service for the first time (s106: y), the operator allocation management system 100 returns each information already obtained in step s100. A record of the consultation history in which the information is associated with the customer ID included in the above-described operator assignment request is generated and registered in the consultation history management table 125 (s107).
　また、オペレータ割当管理システム１００は、当該顧客の所望サービス（ｓ１００で顧客端末２００から受信したサービス名）に関して対応可能で、ステータスが「対応可」である担当行員を、ステータス管理テーブル１２６において特定する（ｓ１０８）。 In addition, the operator assignment management system 100 specifies a staff member who can handle the desired service of the customer (the service name received from the customer terminal 200 in s100) and whose status is “available” in the status management table 126. (S108).
　なお、当該ステップｓ１０８の処理に際し、オペレータ割当管理システム１００は、当該顧客の所望サービス（ｓ１００で顧客端末２００から受信したサービス名）に関して対応可能で、ステータスが「対応可」である担当行員が複数存在した場合、当該担当行員に関してステータス管理テーブル１２６の「当日の累積対応時間」の値を読み取り、当該値に基づいて、対応行員を特定すれば好適である。この特定は、累積対応時間が最短の担当者としてもよいし、累積対応時間が所定基準以下の者としてもよい。 In the process of step s108, the operator assignment management system 100 can deal with the desired service of the customer (the service name received from the customer terminal 200 in s100), and there are a plurality of employees in charge whose status is “available”. If it exists, it is preferable to read the value of “cumulative corresponding time of the day” in the status management table 126 for the staff in charge and identify the corresponding staff based on the value. This identification may be a person in charge with the shortest cumulative response time or a person with a cumulative response time of a predetermined standard or less.
　続いてオペレータ割当管理システム１００は、特定した担当行員すなわちオペレータの端末を、当該顧客向けに割り当てる処理を実行し（ｓ１０９）、処理を終了する。この場合、オペレータ割当管理システム１００は、接続確立した旨を示す画面１４００（図１４）を顧客端末２００に送信する。また、オペレータ割当管理システム１００は、相談履歴管理テーブル１２５における当該相談履歴の「利用回数」欄の値に「１」を設定する。 Subsequently, the operator allocation management system 100 executes a process of allocating the specified employee in charge, that is, the terminal of the operator to the customer (s109), and ends the process. In this case, the operator assignment management system 100 transmits a screen 1400 (FIG. 14) indicating that the connection has been established to the customer terminal 200. Further, the operator assignment management system 100 sets “1” to the value of the “usage count” column of the consultation history in the consultation history management table 125.
　一方、上述のステップｓ１０６において、当該顧客においてそのサービスの利用が２回目以降であることが判明した場合（ｓ１０６：ｎ）、オペレータ割当依頼が含む顧客ＩＤおよびサービス名をキーに、相談履歴管理テーブル１２５を検索し、顧客ＩＤおよびサービス名が一致する相談履歴を検索する（ｓ１１０）。 On the other hand, in the above-described step s106, when it is found that the customer uses the service for the second time or later (s106: n), the consultation history management table using the customer ID and service name included in the operator assignment request as keys. 125 is searched, and a consultation history with a matching customer ID and service name is searched (s110).
　上述の検索の結果、相談履歴を特定できた場合（ｓ１１１：ｙ）、オペレータ割当管理システム１００は、当該相談履歴の示す「接続先（行員ＩＤ）」に、図６のステータス管理テーブル１２６において対応するオペレータ端末の値、すなわち当該顧客が以前に同じサービスに関して相談したオペレータが現在利用している端末を、当該顧客向けに割り当てる処理を実行し（ｓ１１２）、処理を終了する。この場合、オペレータ割当管理システム１００は、接続確立した旨を示す画面１５００（図１５）を顧客端末２００に送信する。また、オペレータ割当管理システム１００は、相談履歴管理テーブル１２５における当該相談履歴の「利用回数」欄の値を１つインクリメントする。 As a result of the above search, when the consultation history can be identified (s111: y), the operator assignment management system 100 corresponds to the “connection destination (person ID)” indicated by the consultation history in the status management table 126 of FIG. The process of assigning the value of the operator terminal to be used, that is, the terminal currently used by the operator who the customer consulted regarding the same service to the customer is executed (s112), and the process is terminated. In this case, the operator assignment management system 100 transmits to the customer terminal 200 a screen 1500 (FIG. 15) indicating that the connection has been established. In addition, the operator allocation management system 100 increments the value of the “usage count” column of the consultation history in the consultation history management table 125 by one.
　他方、上述の検索の結果、相談履歴が検索できなかった場合（ｓ１１１：ｎ）、オペレータ割当管理システム１００は、上述のステップｓ１０３に処理を遷移させる。 On the other hand, as a result of the above search, when the consultation history cannot be searched (s111: n), the operator assignment management system 100 shifts the process to the above step s103.
　一方、上述のステップｓ１０３により当該顧客の撮影を開始した顧客端末２００は、デジタルビデオカメラ２０７で撮影した当該顧客の画像データから所定の特徴点を抽出し、当該特徴点の情報を生体情報としてオペレータ割当管理システム１００に送信する。 On the other hand, the customer terminal 200 that has started photographing the customer in step s103 described above extracts a predetermined feature point from the image data of the customer photographed by the digital video camera 207, and uses the feature point information as biometric information as an operator. It transmits to the allocation management system 100.
　この場合、オペレータ割当管理システム１００は、顧客端末２００から生体情報を受信する（ｓ１２０）。次に、オペレータ割当管理システム１００は、ステップｓ１００で既に得ているサービス名の情報、および、当該顧客端末２００の設置店舗の識別情報をキーに、生体情報の値が設定されている相談履歴を、相談履歴管理テーブル１２５で検索する（ｓ１２１）。 In this case, the operator assignment management system 100 receives the biological information from the customer terminal 200 (s120). Next, the operator assignment management system 100 uses the service name information already obtained in step s100 and the identification information of the store where the customer terminal 200 is installed as a key for the consultation history in which the value of the biometric information is set. The consultation history management table 125 is searched (s121).
　上述の検索の結果、相談履歴が検索できた場合（ｓ１２２：ｙ）、オペレータ割当管理システム１００は、当該検索履歴の含む生体情報と、ステップｓ１２０で受信した生体情報とのマッチング処理を実行する（ｓ１２３）。 As a result of the above search, when the consultation history can be searched (s122: y), the operator assignment management system 100 executes a matching process between the biological information included in the search history and the biological information received in step s120 ( s123).
　他方、上述の検索の結果、相談履歴が検索できなかった場合（ｓ１２２：ｎ）、オペレータ割当管理システム１００は、検索対象の拡大処理（ｓ２００）を実行し、処理を終了する。 On the other hand, as a result of the above-described search, when the consultation history cannot be searched (s122: n), the operator assignment management system 100 executes the search target enlargement process (s200) and ends the process.
　一方、上述のステップｓ１２３でのマッチング処理の結果、当該生体情報同士が一致すると判明した場合（ｓ１２４：ｙ）、オペレータ割当管理システム１００は、当該相談履歴の示す「接続先（行員ＩＤ）」に、図６のステータス管理テーブル１２６において対応するオペレータ端末の値、すなわち当該顧客が以前に同じサービスに関して相談したオペレータが現在利用している端末を、当該顧客向けに割り当てる処理を実行し（ｓ１２５）、処理を終了する。この場合、オペレータ割当管理システム１００は、接続確立した旨を示す画面１５００（図１５）を顧客端末２００に送信する。また、オペレータ割当管理システム１００は、相談履歴管理テーブル１２５における当該相談履歴の「利用回数」欄の値を１つインクリメントする。 On the other hand, as a result of the matching process in step s123 described above, when it is determined that the pieces of biometric information match each other (s124: y), the operator assignment management system 100 sets the “connection destination (person ID)” indicated by the consultation history. 6, a process of assigning the value of the corresponding operator terminal in the status management table 126 of FIG. 6, that is, the terminal currently used by the operator whom the customer has consulted regarding the same service to the customer (s125). The process ends. In this case, the operator assignment management system 100 transmits to the customer terminal 200 a screen 1500 (FIG. 15) indicating that the connection has been established. In addition, the operator allocation management system 100 increments the value of the “usage count” column of the consultation history in the consultation history management table 125 by one.
　また、上述のステップｓ１２３でのマッチング処理の結果、当該生体情報同士が一致しないと判明した場合（ｓ１２４：ｎ）、オペレータ割当管理システム１００は、上述の検索対象の拡大処理（ｓ２００）を実行し、処理を終了する。
－－－フロー例２－－－
　続いて、上述の検索対象の拡大処理（ｓ２００）の詳細について説明する。図１０は、本実施形態におけるオペレータ割当管理方法のフロー例２を示す図である。 When it is determined that the pieces of biometric information do not match as a result of the matching process in step s123 (s124: n), the operator assignment management system 100 executes the search target enlargement process (s200). The process is terminated.
--- Flow example 2 ---
Next, details of the above-described search target enlargement process (s200) will be described. FIG. 10 is a diagram showing a flow example 2 of the operator assignment management method in the present embodiment.
　当該検索対象の拡大処理（ｓ２００）を実行する契機は、上述したように、２つのパターンが想定出来る。１つ目のパターンは、ステップｓ１２２において、生体情報の値が設定されている相談履歴を、相談履歴管理テーブル１２５で検索できなかった場合（ｓ１２２：ｎ）を契機とするものである。２つ目のパターンは、ステップｓ１２３でのマッチング処理の結果、当該生体情報同士が一致しないと判明した場合（ｓ１２４：ｎ）を契機とするものである。 As described above, two patterns can be assumed as triggers for executing the search target enlargement process (s200). The first pattern is triggered when the consultation history in which the value of the biometric information is set cannot be searched in the consultation history management table 125 in step s122 (s122: n). The second pattern is triggered by the case where the biometric information is found not to match as a result of the matching process in step s123 (s124: n).
　いずれのパターンを契機にした場合においても、オペレータ割当管理システム１００は、ステップｓ１００で既に得ている当該顧客端末２００の設置店舗の識別情報をキーに、検索範囲管理テーブル１２７を検索し、当該設置店舗を第１段階に含むレコードを特定する（ｓ２０１）。 Regardless of which pattern is triggered, the operator assignment management system 100 searches the search range management table 127 using the identification information of the store where the customer terminal 200 is already obtained in step s100 as a key, and sets the installation. A record including the store in the first stage is specified (s201).
　続いてオペレータ割当管理システム１００は、上述の検索で特定したレコードから、「第２段階」欄に設定されている対象エリアの値を抽出する（ｓ２０２）。図７に例示する検索範囲管理テーブル１２７の場合、例えば、「店舗Ａ」を第１段階に含むレコードから、「第２段階」欄に設定されている対象エリアの値として、「Ｘ町、Ｙ市」の値を抽出出来る。 Subsequently, the operator assignment management system 100 extracts the value of the target area set in the “second stage” column from the record specified by the above search (s202). In the case of the search range management table 127 illustrated in FIG. 7, for example, from the record including “Store A” in the first stage, the value of the target area set in the “Second Stage” field is “X Town, Y The value of “city” can be extracted.
　そこでオペレータ割当管理システム１００は、抽出した「第２段階」の対象エリアに所在する店舗を店舗情報テーブル１２８で特定する（ｓ２０３）。また、オペレータ割当管理システム１００は、ここで特定した各店舗の相談履歴のうち、当該サービス名（ステップｓ１００で既に得ているもの）が設定されているものを、相談履歴管理テーブル１２５で検索する（ｓ２０４）。 Therefore, the operator assignment management system 100 specifies the store located in the extracted “second stage” target area in the store information table 128 (s203). Also, the operator allocation management system 100 searches the consultation history management table 125 for the consultation history of each store specified here, for which the service name (which has already been obtained in step s100) is set. (S204).
　この検索の結果、相談履歴を検索出来た場合（ｓ２０５：ｙ）、オペレータ割当管理システム１００は、上述のｓ１２３に処理を遷移させ（ｓ２０７）、当該フローを終了する。 As a result of this search, when the consultation history can be searched (s205: y), the operator assignment management system 100 shifts the processing to the above-described s123 (s207) and ends the flow.
　一方、上述の検索の結果、相談履歴を検索出来なかった場合（ｓ２０５：ｎ）、オペレータ割当管理システム１００は、検索範囲管理テーブル１２７で規定する段階のうち、まだステップｓ２０８の処理対象となっていないものが存在するか判定する（ｓ２０６）。 On the other hand, if the consultation history could not be searched as a result of the above search (s205: n), the operator assignment management system 100 is still the processing target of step s208 among the stages defined by the search range management table 127. It is determined whether there is an unexisting one (s206).
　上述の判定の結果、処理対象となっていないものが存在しないことが判明した場合（ｓ２０６：ｙ）、オペレータ割当管理システム１００は、処理を上述のステップｓ１０８に遷移させ（ｓ２１１）、当該フローを終了する。 As a result of the above determination, when it is determined that there is no processing target (s206: y), the operator assignment management system 100 shifts the processing to the above-described step s108 (s211), and the flow is changed. finish.
　一方、上述の判定の結果、処理対象となっていないものが存在することが判明した場合（ｓ２０６：ｎ）、オペレータ割当管理システム１００は、上述のステップｓ２０１で特定したレコードから、処理対象となっていない段階のうち、対象エリアが最も小さいものたる「第３段階」欄に設定されている対象エリアの値を抽出する（ｓ２０８）。図７に例示する検索範囲管理テーブル１２７の場合、例えば、「店舗Ａ」を第１段階に含むレコードから、「第３段階」欄に設定されている対象エリアの値として、「Ｇ県」の値を抽出出来る。 On the other hand, if it is determined as a result of the above determination that there is something that is not a processing target (s206: n), the operator assignment management system 100 becomes a processing target from the record specified in the above step s201. The value of the target area set in the “third stage” column corresponding to the smallest target area is extracted (S208). In the case of the search range management table 127 illustrated in FIG. 7, for example, from the record including “Store A” in the first stage, as the value of the target area set in the “Third Stage” field, The value can be extracted.
　そこでオペレータ割当管理システム１００は、抽出した「第３段階」の対象エリアに所在する店舗を、店舗情報テーブル１２８で特定する（ｓ２０９）。また、オペレータ割当管理システム１００は、ここで特定した各店舗の相談履歴のうち、当該サービス名（ステップｓ１００で既に得ているもの）が設定されているものを、相談履歴管理テーブル１２５で検索し（ｓ２１０）、処理をステップｓ２０５に戻す。 Therefore, the operator assignment management system 100 specifies the store located in the extracted “third stage” target area in the store information table 128 (s209). Further, the operator allocation management system 100 searches the consultation history management table 125 for the consultation history of each store specified here, for which the service name (the one already obtained in step s100) is set. (S210), the process returns to step s205.
　上述の検索の結果、相談履歴を検索出来た場合（ｓ２０５：ｙ）、オペレータ割当管理システム１００は、上述のｓ１２３に処理を遷移させ（ｓ２０７）、当該フローを終了する。
－－－フロー例３－－－
　続いて、上述のフロー例２の実行中に、オペレータ割当管理システム１００が並行して実行する処理について説明する。図１１は、本実施形態におけるオペレータ割当管理方法のフロー例３を示す図である。 As a result of the above search, when the consultation history can be searched (s205: y), the operator assignment management system 100 shifts the process to the above s123 (s207) and ends the flow.
--- Flow example 3 ---
Subsequently, a process executed in parallel by the operator assignment management system 100 during execution of the above-described flow example 2 will be described. FIG. 11 is a diagram showing a flow example 3 of the operator assignment management method in the present embodiment.
　上述のフロー例２では、相談履歴を検索出来ない場合に、ステップｓ２０２～ｓ２０４、ｓ２０８～ｓ２１０のように、検索範囲管理テーブル１２７で定める段階を進める、すなわち検索対象を拡大することを示している。しかしながら、生体情報のマッチング処理は相応の時間を要するため、検索対象が膨大な場合には全体の処理時間も増大し、その処理時間の長さを、当該顧客が許容出来なくなる恐れがある。 The above flow example 2 shows that when the consultation history cannot be searched, the stage determined by the search range management table 127 is advanced as in steps s202 to s204 and s208 to s210, that is, the search target is expanded. . However, since the matching process of biometric information requires a certain amount of time, if the search target is enormous, the entire processing time also increases, and the length of the processing time may be unacceptable to the customer.
　そこで本実施形態のオペレータ割当管理システム１００は、上述のフロー例２の実行と共に、以下の処理を実行している。 Therefore, the operator assignment management system 100 according to the present embodiment executes the following processing along with the execution of the above flow example 2.
　この場合のオペレータ端末１００は、上述のステップｓ２０１の開始時刻からの経過時間を、情報処理装置として一般的に備えるクロック機能等で監視する（ｓ３００）。 In this case, the operator terminal 100 monitors the elapsed time from the start time of the above-described step s201 with a clock function or the like that is generally provided as an information processing apparatus (s300).
　この監視の結果、上述の経過時間が閾値１１０の値以上となった場合（ｓ３０１：ｙ）、オペレータ割当管理システム１００は、相談履歴管理テーブル１２５の各相談履歴からのオペレータの特定を終了する（ｓ３０２）。この場合、オペレータ割当管理システム１００は、新規オペレータを割り当てる旨を示す画面１６００（図１６）を顧客端末２００に送信する。また、オペレータ割当管理システム１００は、処理をステップｓ１０８に遷移させ（ｓ３０３）、当該フローを終了する。 As a result of this monitoring, when the above-mentioned elapsed time is equal to or greater than the threshold 110 (s301: y), the operator assignment management system 100 ends the identification of the operator from each consultation history in the consultation history management table 125 ( s302). In this case, the operator assignment management system 100 transmits a screen 1600 (FIG. 16) indicating that a new operator is assigned to the customer terminal 200. Further, the operator assignment management system 100 shifts the process to step s108 (s303), and ends the flow.
　本実施形態によれば、事業者と顧客との間での遠隔サービスを顧客が複数回利用するに際し、二回目以降の利用時における当該顧客の利便性低下を抑制しつつ、サービス担当者の継続的な対応が可能となる。この継続的な対応により、相談等の対応時間の短縮化が図れる。このことにより、端末の接続（ネットワークに利用、占有）時間の短縮化が図れ、また、こうした技術を採用すれば、顧客の相談履歴が示す遠隔サービスの利用頻度等に基づき、所定期間に確保すべきオペレータやその関連機器、ネットワーク等を適宜な規模に抑制し、効率的で低コストなシステム運用を図りやすくなる。遠隔サービスのための機器やネットワークのリソース利用効率も高まる。 According to the present embodiment, when the customer uses the remote service between the business operator and the customer multiple times, the service staff continues while suppressing the deterioration of the customer's convenience during the second and subsequent use. Response is possible. This continuous response shortens the time required for consultation. As a result, the time required to connect (use and occupy the network) of the terminal can be shortened, and if such a technology is adopted, it can be secured for a predetermined period based on the frequency of use of the remote service indicated by the customer's consultation history. It is easy to achieve efficient and low-cost system operation by controlling the appropriate operators, related devices, networks, etc. to an appropriate scale. Equipment and network resource utilization efficiency for remote service is also increased.
　本明細書の記載により、少なくとも次のことが明らかにされる。すなわち、本実施形態のオペレータ割当管理システムにおいて、前記演算装置は、前記遠隔サービスの顧客がサービス利用時に所定施設で用いる顧客端末から、当該顧客の生体情報を取得し、当該生体情報を当該遠隔サービスの情報と対応付けた相談履歴として記憶装置に格納する処理を更に実行するものである、としてもよい。 記載 At least the following will be made clear by the description in this specification. That is, in the operator assignment management system of the present embodiment, the computing device acquires the customer's biometric information from a customer terminal used at a predetermined facility by the remote service customer when using the service, and uses the biometric information as the remote service. It is also possible to further execute a process of storing in the storage device as a consultation history associated with the above information.
　これによれば、例えば店舗の専用ブース等を訪れて、顧客端末を操作する顧客の画像など適宜な生体情報を、各顧客が遠隔サービスを利用するごとに取得し、これを継続的に管理することが出来る。 According to this, for example, by visiting a dedicated booth at a store, for example, an appropriate biometric information such as an image of a customer who operates a customer terminal is acquired every time each customer uses a remote service, and this is managed continuously. I can do it.
　また、本実施形態のオペレータ割当管理システムにおいて、前記演算装置は、前記施設および前記遠隔サービスの情報に基づく相談履歴の検索に際し、前記施設に関して一致する相談履歴が特定出来るまで、前記受信した所定情報の示す当該施設の所在エリアを起点に、段階的に対象エリアを変化させて前記検索を行うものである、としてもよい。 Further, in the operator assignment management system of the present embodiment, the arithmetic unit, when searching for a consultation history based on information on the facility and the remote service, receives the received predetermined information until a matching consultation history regarding the facility can be identified. The search may be performed by changing the target area in stages starting from the area where the facility is located.
　これによれば、或る顧客において各利用機会で顧客端末を操作した店舗が異なる状況に対応して、該当オペレータの特定を効率的に行える。例えば、或る時の遠隔サービス利用時に訪れた店舗に紐付いている相談履歴中から、該当顧客に関するものが特定出来なかったとしても、その周辺にある他の店舗群に関する相談履歴を検索対象とし、それでも特定出来なかった場合には、更にその周囲の店舗群に関する相談履歴を検索対象とするといった、検索対象エリアの段階的な変化を採用することで、最初から全店舗の相談履歴中に対する検索を行うなどといった無駄な検索動作を回避出来る。 According to this, it is possible to efficiently identify the corresponding operator corresponding to the situation where a store operating the customer terminal at each usage opportunity is different in a certain customer. For example, from the consultation history associated with the store visited when using the remote service at a certain time, even if the customer-related thing cannot be specified, the consultation history related to other stores in the vicinity is searched, If you are still unable to identify it, you can search for the consultation history of all the stores from the beginning by adopting a step-by-step change in the search target area, such as the consultation history for the surrounding stores. It is possible to avoid useless search operations such as performing the search.
　また、本実施形態のオペレータ割当管理システムにおいて、前記演算装置は、前記対象エリアを変化させた検索に際し、最初の検索時点からいずれかの段階までの経過時間が所定基準以上となった場合、前記相談履歴中からのオペレータの特定を終了し、記憶装置で保持する所定のオペレータリスト中から当該遠隔サービスに対応可能なオペレータを特定し、当該オペレータの端末を、当該顧客向けに割り当てる処理を実行するものである、としてもよい。 Further, in the operator allocation management system of the present embodiment, when the search that changes the target area, when the elapsed time from the initial search time to any stage is equal to or greater than a predetermined reference, End the identification of the operator from the consultation history, identify an operator that can handle the remote service from a predetermined operator list held in the storage device, and execute a process of assigning the terminal of the operator to the customer It may be a thing.
　これによれば、検索対象となる相談履歴の範囲を広げすぎず、生体情報のマッチング処理に要する時間を適宜に抑制することが出来る。 According to this, it is possible to appropriately suppress the time required for the matching process of biometric information without excessively expanding the range of the consultation history to be searched.
　また、本実施形態のオペレータ割当管理システムにおいて、前記憶装置は、各オペレータの、対応可能な遠隔サービスの種類、および所定期間内の累積対応負荷、の各データを保持したオペレータリストを更に格納するものであり、前記演算装置は、前記顧客端末に割り当てるオペレータを特定する場合、前記所定情報が示す当該遠隔サービスの種類に関して対応可能なオペレータのうち、累積対応負荷が所定基準以下の者を、前記オペレータリスト中から特定する処理を更に実行するものである、としてもよい。 Further, in the operator assignment management system of this embodiment, the pre-storage device further stores an operator list that holds each data of the types of remote services that can be handled by each operator and the accumulated corresponding load within a predetermined period. When the operator assigns an operator to be assigned to the customer terminal, among the operators capable of handling the remote service type indicated by the predetermined information, The process specified from the operator list may be further executed.
　これによれば、オペレータ間での負荷平準化を図り、各オペレータにおける習熟度の向上速度を揃えやすくなる。 According to this, load leveling between operators is facilitated, and it becomes easy to align the speed of improvement of proficiency among operators.
　また、本実施形態のオペレータ割当管理方法において、前記情報処理システムが、前記遠隔サービスの顧客がサービス利用時に所定施設で用いる顧客端末から、当該顧客の生体情報を取得し、当該生体情報を当該遠隔サービスの情報と対応付けた相談履歴として記憶装置に格納する処理を更に実行する、としてもよい。 In the operator assignment management method according to the present embodiment, the information processing system acquires the customer's biological information from a customer terminal used at a predetermined facility by the remote service customer when using the service, A process of storing in the storage device as a consultation history associated with service information may be further executed.
　また、本実施形態のオペレータ割当管理方法において、前記情報処理システムが、前記施設および前記遠隔サービスの情報に基づく相談履歴の検索に際し、前記施設に関して一致する相談履歴が特定出来るまで、前記受信した所定情報の示す当該施設の所在エリアを起点に、段階的に対象エリアを変化させて前記検索を行う、としてもよい。 Further, in the operator assignment management method of the present embodiment, the information processing system receives the predetermined predetermined information until a matching consultation history for the facility can be specified when searching for a consultation history based on the information on the facility and the remote service. The search may be performed by changing the target area in stages starting from the location area of the facility indicated by the information.
　また、本実施形態のオペレータ割当管理方法において、前記情報処理システムが、前記対象エリアを変化させた検索に際し、最初の検索時点からいずれかの段階までの経過時間が所定基準以上となった場合、前記相談履歴中からのオペレータの特定を終了し、記憶装置で保持する所定のオペレータリスト中から当該遠隔サービスに対応可能なオペレータを特定し、当該オペレータの端末を、当該顧客向けに割り当てる処理を実行する、としてもよい。 Further, in the operator assignment management method of the present embodiment, when the information processing system performs a search with the target area changed, if the elapsed time from the initial search time to any stage is equal to or greater than a predetermined reference, Ending the identification of the operator from the consultation history, identifying an operator that can handle the remote service from a predetermined operator list held in the storage device, and executing a process of assigning the operator's terminal to the customer You may do it.
　また、本実施形態のオペレータ割当管理方法において、前記情報処理システムが、前記記憶装置において、各オペレータの、対応可能な遠隔サービスの種類、および所定期間内の累積対応負荷、の各データを保持したオペレータリストを更に格納し、前記顧客端末に割り当てるオペレータを特定する場合、前記所定情報が示す当該遠隔サービスの種類に関して対応可能なオペレータのうち、累積対応負荷が所定基準以下の者を、前記オペレータリスト中から特定する処理を更に実行する、としてもよい。 Further, in the operator assignment management method according to the present embodiment, the information processing system holds each data of the types of remote services that can be handled by each operator and the cumulative corresponding load within a predetermined period in the storage device. When an operator list is further stored and an operator to be assigned to the customer terminal is specified, among operators who can cope with the type of the remote service indicated by the predetermined information, a person whose cumulative corresponding load is a predetermined standard or less is selected as the operator list. The process specified from the inside may be further executed.
１０　ネットワーク
１００　オペレータ割当管理システム
１０１　記憶装置
１０２　プログラム
１０３　メモリ
１０４　ＣＰＵ（演算装置）
１０５　通信装置
１１０　閾値
１２５　相談履歴管理テーブル
１２６　ステータス管理テーブル
１２７　検索範囲管理テーブル
１２８　店舗情報テーブル
２００　顧客端末
２０１　記憶装置
２０２　プログラム
２０３　メモリ
２０４　ＣＰＵ（演算装置）
２０５　通信装置
２０６　入出力装置
２０７　デジタルビデオカメラ
２０８　マイク
２０９　スピーカー
２１０　カードリーダー
３００　オペレータ端末
３０１　記憶装置
３０２　プログラム
３０３　メモリ
３０４　ＣＰＵ（演算装置）
３０５　通信装置
３０６　入出力装置
３０７　デジタルビデオカメラ
３０８　マイク
３０９　スピーカー 10 Network 100 Operator Assignment Management System 101 Storage Device 102 Program 103 Memory 104 CPU (Calculation Device)
105 Communication Device 110 Threshold Value 125 Consultation History Management Table 126 Status Management Table 127 Search Range Management Table 128 Store Information Table 200 Customer Terminal 201 Storage Device 202 Program 203 Memory 204 CPU (Calculation Device)
205 Communication Device 206 Input / Output Device 207 Digital Video Camera 208 Microphone 209 Speaker 210 Card Reader 300 Operator Terminal 301 Storage Device 302 Program 303 Memory 304 CPU (Calculation Device)
305 Communication device 306 Input / output device 307 Digital video camera 308 Microphone 309 Speaker

Claims (10)

  1. 　所定遠隔サービスの顧客に関して、サービス利用時に所定施設で取得された当該顧客の生体情報を、当該遠隔サービスの情報と対応付けた相談履歴を格納した記憶装置と、
    　いずれかの顧客端末から遠隔サービスの利用に関する所定情報を受信した場合、当該所定情報が示す当該施設および当該遠隔サービスの情報に基づいて、前記相談履歴の検索を実行して、前記施設および前記遠隔サービスのうち少なくとも遠隔サービスについて一致する相談履歴を特定し、当該特定した各相談履歴のうち、前記所定情報が含む生体情報とマッチングする生体情報を含むものを特定し、当該相談履歴に基づき特定されるオペレータの端末から優先的に、当該顧客向けに割り当てる処理を実行する演算装置と、
    　を備えたオペレータ割当管理システム。     Regarding a customer of a predetermined remote service, a storage device that stores a consultation history in which the biometric information of the customer acquired at a predetermined facility when using the service is associated with the information of the remote service;
    When the predetermined information about the use of the remote service is received from any customer terminal, the consultation history is searched based on the information on the facility and the remote service indicated by the predetermined information, and the facility and the remote A consultation history that matches at least a remote service is identified from among the services, and among the identified consultation histories, those that include biological information that matches the biological information included in the predetermined information are identified and identified based on the consultation history. A computing device that executes processing assigned to the customer with priority from the operator's terminal;
    Operator assignment management system with.
  2. 　前記演算装置は、
    　前記遠隔サービスの顧客がサービス利用時に所定施設で用いる顧客端末から、当該顧客の生体情報を取得し、当該生体情報を当該遠隔サービスの情報と対応付けた相談履歴として記憶装置に格納する処理を更に実行するものである、
    　ことを特徴とする請求項１に記載のオペレータ割当管理システム。     The arithmetic unit is:
    The remote service customer further acquires the customer's biometric information from a customer terminal used at a predetermined facility when using the service, and stores the biometric information in the storage device as a consultation history associated with the remote service information. What to do,
    The operator assignment management system according to claim 1, wherein:
  3. 　前記演算装置は、
    　前記施設および前記遠隔サービスの情報に基づく相談履歴の検索に際し、前記施設に関して一致する相談履歴が特定出来るまで、前記受信した所定情報の示す当該施設の所在エリアを起点に、段階的に対象エリアを変化させて前記検索を行うものである、
    　ことを特徴とする請求項１に記載のオペレータ割当管理システム。     The arithmetic unit is:
    When searching for a consultation history based on the information on the facility and the remote service, the target area is determined in stages starting from the location area of the facility indicated by the received predetermined information until a matching consultation history regarding the facility can be identified. The search is performed by changing,
    The operator assignment management system according to claim 1, wherein:
  4. 　前記演算装置は、
    　前記対象エリアを変化させた検索に際し、最初の検索時点からいずれかの段階までの経過時間が所定基準以上となった場合、前記相談履歴中からのオペレータの特定を終了し、記憶装置で保持する所定のオペレータリスト中から当該遠隔サービスに対応可能なオペレータを特定し、当該オペレータの端末を、当該顧客向けに割り当てる処理を実行するものである、
    　ことを特徴とする請求項３に記載のオペレータ割当管理システム。     The arithmetic unit is:
    In the search with the target area changed, if the elapsed time from the initial search time to any stage exceeds a predetermined reference, the operator identification from the consultation history is terminated and held in the storage device An operator that can handle the remote service is identified from a predetermined operator list, and a process of assigning the terminal of the operator to the customer is executed.
    The operator assignment management system according to claim 3.
  5. 　前記記憶装置は、
    　各オペレータの、対応可能な遠隔サービスの種類、および所定期間内の累積対応負荷、の各データを保持したオペレータリストを更に格納するものであり、
    　前記演算装置は、
    　前記顧客端末に割り当てるオペレータを特定する場合、前記所定情報が示す当該遠隔サービスの種類に関して対応可能なオペレータのうち、累積対応負荷が所定基準以下の者を、前記オペレータリスト中から特定する処理を更に実行するものである、
    　ことを特徴とする請求項１に記載のオペレータ割当管理システム。     The storage device
    It further stores an operator list holding each data of the types of remote services that can be handled by each operator and the cumulative corresponding load within a predetermined period,
    The arithmetic unit is:
    When identifying an operator to be assigned to the customer terminal, a process of further identifying, from the operator list, a person whose cumulative handling load is equal to or less than a predetermined standard among operators capable of handling the remote service type indicated by the predetermined information. What to do,
    The operator assignment management system according to claim 1, wherein:
  6. 　所定遠隔サービスの顧客に関して、サービス利用時に所定施設で取得された当該顧客の生体情報を、当該遠隔サービスの情報と対応付けた相談履歴を格納した記憶装置を備えた情報処理システムが、
    　いずれかの顧客端末から遠隔サービスの利用に関する所定情報を受信した場合、当該所定情報が示す当該施設および当該遠隔サービスの情報に基づいて、前記相談履歴の検索を実行して、前記施設および前記遠隔サービスのうち少なくとも遠隔サービスについて一致する相談履歴を特定し、当該特定した各相談履歴のうち、前記所定情報が含む生体情報とマッチングする生体情報を含むものを特定し、当該相談履歴に基づき特定されるオペレータの端末から優先的に、当該顧客向けに割り当てる処理を実行することを特徴とするオペレータ割当管理方法。     An information processing system including a storage device that stores a consultation history in which the customer's biometric information acquired at a predetermined facility at the time of using the service is associated with the information of the remote service.
    When the predetermined information about the use of the remote service is received from any customer terminal, the consultation history is searched based on the information on the facility and the remote service indicated by the predetermined information, and the facility and the remote A consultation history that matches at least a remote service is identified from among the services, and among the identified consultation histories, one that includes biological information that matches the biological information included in the predetermined information is identified and identified based on the consultation history. An operator assignment management method characterized in that a process for assigning to a customer is executed with priority from an operator terminal.
  7. 　前記情報処理システムが、
    　前記遠隔サービスの顧客がサービス利用時に所定施設で用いる顧客端末から、当該顧客の生体情報を取得し、当該生体情報を当該遠隔サービスの情報と対応付けた相談履歴として記憶装置に格納する処理を更に実行する、
    　ことを特徴とする請求項６に記載のオペレータ割当管理方法。     The information processing system is
    The remote service customer further acquires the customer's biometric information from a customer terminal used at a predetermined facility when using the service, and stores the biometric information in the storage device as a consultation history associated with the remote service information. Execute,
    The operator assignment management method according to claim 6.
  8. 　前記情報処理システムが、
    　前記施設および前記遠隔サービスの情報に基づく相談履歴の検索に際し、前記施設に関して一致する相談履歴が特定出来るまで、前記受信した所定情報の示す当該施設の所在エリアを起点に、段階的に対象エリアを変化させて前記検索を行う、
    　ことを特徴とする請求項６に記載のオペレータ割当管理方法。     The information processing system is
    When searching for a consultation history based on the information on the facility and the remote service, the target area is determined in stages starting from the location area of the facility indicated by the received predetermined information until a matching consultation history regarding the facility can be identified. To change the search
    The operator assignment management method according to claim 6.
  9. 　前記情報処理システムが、
    　前記対象エリアを変化させた検索に際し、最初の検索時点からいずれかの段階までの経過時間が所定基準以上となった場合、前記相談履歴中からのオペレータの特定を終了し、記憶装置で保持する所定のオペレータリスト中から当該遠隔サービスに対応可能なオペレータを特定し、当該オペレータの端末を、当該顧客向けに割り当てる処理を実行する、
    　ことを特徴とする請求項８に記載のオペレータ割当管理方法。     The information processing system is
    In the search with the target area changed, if the elapsed time from the initial search time to any stage exceeds a predetermined reference, the operator identification from the consultation history is terminated and held in the storage device An operator that can handle the remote service is identified from a predetermined operator list, and a process of assigning the terminal of the operator to the customer is executed.
    The operator assignment management method according to claim 8, wherein:
  10. 　前記情報処理システムが、
    　前記記憶装置において、各オペレータの、対応可能な遠隔サービスの種類、および所定期間内の累積対応負荷、の各データを保持したオペレータリストを更に格納し、
    　前記顧客端末に割り当てるオペレータを特定する場合、前記所定情報が示す当該遠隔サービスの種類に関して対応可能なオペレータのうち、累積対応負荷が所定基準以下の者を、前記オペレータリスト中から特定する処理を更に実行する、
    　ことを特徴とする請求項９に記載のオペレータ割当管理方法。     The information processing system is
    In the storage device, each operator further stores a list of operators holding each data of the types of remote services that can be handled and the cumulative corresponding loads within a predetermined period,
    When identifying an operator to be assigned to the customer terminal, a process of further identifying, from the operator list, a person whose cumulative handling load is equal to or less than a predetermined standard among operators capable of handling the remote service type indicated by the predetermined information. Execute,
    The operator assignment management method according to claim 9.
PCT/JP2015/086487 2015-12-28 2015-12-28 Operator allocation management system and operator allocation management method WO2017115408A1 (en)

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