JP3707684B2 - Unattended trading system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to an unattended transaction system for terminating a predetermined transaction while an operator performs appropriate guidance from a center terminal device at a remote location when a customer uses a customer terminal device to fill in a contract application form or the like. .
[0002]
[Prior art]
In financial institutions and the like, devices that automatically execute cash deposits and withdrawals and other processing by customer operations are widely used. Here, when a customer uses a predetermined financial product, procedures such as entry and submission of a contract application form are required. Such a procedure is generally handled by a dialogue with a guide at a financial institution directly. On the other hand, an unmanned transaction system has appeared, in which contract application forms entered by customers are read using an image reader and sent to a remote center to proceed with application procedures. In this system, the image sent to the center is displayed on the operator's display for confirmation, and if there are no errors in the entries, it is stored in a file together with an image such as an ID card, and a contract is issued on the customer terminal side. To do. The application form and the contract signed by the customer are taken into the pocket of the customer terminal device. A copy is issued to the customer.
In this way, a system is provided that simplifies the application procedure by the customer and further reduces the burden on the counter.
[0003]
[Problems to be solved by the invention]
By the way, the conventional unattended transaction system as described above has the following problems to be solved.
In a conventional unattended transaction system, an image such as a contract application form or identification card in which a customer has entered predetermined items is sent to the center side. The operator on the center side confirms the contents and, if there is an error, prompts the customer to correct it using a microphone or the like. Upon receiving the guidance from the operator, the customer reads the revised contract application form again by the image reading device and sends it to the center. Through such a procedure, an error-free contract application form is accepted.
[0004]
However, in order for the customer to receive guidance from the operator of the center, the image reader must be operated and the image transmitted after completing a predetermined matter on the contract application form. For this reason, if there is a serious mistake, it must be rewritten from the beginning. Further, the customer is made to wait for a long time by an image reading operation or a transmission operation. Furthermore, when sending the image of the contract application form again after some correction work, etc., it is only necessary to receive confirmation of the corresponding part, but it takes a processing time because it automatically reads and sends the whole, The amount of images to be read increases, which is wasteful. In addition, since a complicated form is read, temporarily stored in a buffer memory, and transmitted, a procedure for transmitting the data is required, which increases the memory capacity for temporary storage.
[0005]
[Means for Solving the Problems]
  The present invention adopts the following configuration in order to solve the above points.
<Configuration 1>
  The present invention comprises a customer terminal device for allowing a customer to fill out a predetermined item in a form, and a center terminal device connected to the customer terminal device via a communication network, the customer terminal device comprising:Placed in the form entry areaThe stroke is detected each time a predetermined item is entered in the form by the customer.Stroke detectorWhenTheDetected strokeIndicateDaySequentiallyA communication control unit that transmits to the center terminal device via the communication network, and the center terminal device includes the formPreparatoryHoldFormatDisplays the format of the form based on the dataDisplay and the displayBased on the stroke data received above, the stroke isSequentially,Overlay displayA control input unit, guidance input means for inputting guidance data for form entry for the customer, and means for sequentially transmitting the input guidance data to the customer terminal device via the communication network, A guidance output unit that sequentially outputs guidance based on guidance data received by the terminal device is provided.
[0006]
<Description>
  In customer terminal equipment,Stroke detectionWhen the unit detects a stroke, the communication control unitSequentiallySend. On the other hand, the center terminal device holds the format data of the form in advance. Therefore, the data transmission / reception amount in the communication network can be greatly reduced.
  A stroke is a locus of a pen tip when a pen is used to fill in a form, and a detection method and a detection data format are arbitrary.
[0007]
  On the format screen of the form displayed on the display of the center terminal device, the stroke based on the stroke data is displayed so as to overlap with the corresponding part. Thereby, the center terminal device side can sequentially monitor the customer's form entry operation, and can provide guidance in a timely manner before completing the entry of the form.
  Strokes may be displayed in real time, and may be displayed in one stroke at a time whenever the pen leaves the form, and any method can be adopted.
  Guidance is when a customer fills in the prescribed items.Recorded inAssistingGuidance and instructions forSay. guidanceTheAudio, video and other informationIt is preferable to provide a multimedia communication control unit to notify.
[0008]
<Configuration 2>
  In Configuration 1, the center terminal device is configured to store stroke data and a form.Format dataIt further has a storage part for storing.
[0009]
<Description>
  FormformatIf is a standard one, the stroke will be created in the form format prepared in advance.Stroke based on dataIf you overlay the images, you can reproduce the image of the form that is actually filled with the necessary information. Therefore, stroke data and formsformatIt is possible to reduce the storage capacity by storing.
[0014]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described using specific examples.
<Concrete example>
<Overview>
FIG. 1 is an explanatory view of the main part of an unmanned transaction system according to the present invention.
Before describing this figure, the overall system configuration will be described first.
FIG. 2 is an explanatory diagram of the entire unmanned transaction system.
As shown in the figure, a customer terminal device 1 is connected to a center terminal device 3 via a communication network 2. The center terminal device 3 is connected to a plurality of arbitrary customer terminal devices 1 via various other communication networks 2. Thus, the customer 7 who operates the customer terminal device 1 fills in a form such as a contract application form while receiving appropriate guidance from the operator 8 who operates the center terminal device 3. Further, the operator 8 can provide guidance for a plurality of customer terminal devices 1 through the communication network 2.
[0015]
Returning to FIG. 1, in this case, the present invention provides a sensor panel 21 and a stroke detector 26 for placing the form 6 on the customer terminal device 1 side. These parts are referred to as a form entry unit 20. The sensor panel 21 is a device that detects the pressure and writes the stroke of the pen 5 as data including a coordinate point sequence when the pen 5 is used to write a predetermined item on the form 6. Here, the pen 5 is a ball-point pen or the like for actually writing the contents in the form, and the tablet detects the pressure if the stroke entered by the ball-point pen or the like can be detected. It is not limited to things. This is generally called a tablet or the like. The stroke detection unit 26 processes the data thus obtained, and this data is transmitted to the center terminal device 3 side via the communication network 2. The center terminal device 3 recognizes which type of form 6 the customer is filling in, and an image of the form 6 is prepared in advance and displayed on the display 31. When the customer operates the pen 5 and fills in predetermined items, the stroke image 46 is superimposed on the form image 45 and displayed. Accordingly, the operator can monitor the situation and immediately provide guidance if there is an error in the customer entry.
[0016]
<Device configuration>
FIG. 3 shows a perspective view of the customer terminal device.
This device is designed for a customer to operate unattended. A speaker 12, a person camera 13, a proximity sensor 14 and a hand camera 15 are arranged side by side on the upper side of the main body cabinet 11 of the apparatus. The speaker 12 is for allowing a customer to hear a series of operation guidance and guidance from the operator. The person camera 13 is a camera for taking a picture of the customer, and the image is sent to the center terminal device. The proximity sensor 14 automatically starts transaction work when a customer approaches. The hand camera 15 is a wide-angle camera that displays a hand when a customer fills in various forms such as a contract application form or performs a transaction operation. The video is also sent to the center terminal.
[0017]
A display unit 16, a touch panel unit 17, a handset 18, a microphone 19, a card issuance port 22, a document insertion port 23, and a document retrieval port 25 are provided on the front portion of the main body cabinet 11. The display unit 16 is a display for displaying guidance and the like for customers. When the virtual key displayed on the display unit 16 is pressed, the touch panel unit 17 detects the pressure and performs a predetermined process. The handset 18 is a telephone set used by a customer to call an operator. The microphone 19 is for receiving a customer's voice and sending it to a center terminal device or the like.
[0018]
The card issuing port 22 is for issuing a cash card or the like to a customer when a contract transaction or the like is established. The document insertion slot 23 is for accepting a contract application form, a contract form, etc., and taking it in a pocket (not shown) of the main body cabinet 11. The document retrieval port 25 is a part for printing and discharging a copy of a contract provided to a customer. A form entry unit 20 is arranged on the desk, and the sensor panel 21 already described is provided here. Further, an image reading unit 24 is provided on the right side. The image reading unit 24 is a device for opening the lid and placing an identification card such as a license, just like a copier, reading the image, storing the data, or sending it to the center terminal device.
[0019]
FIG. 4 shows a block diagram of the customer terminal device.
This apparatus is controlled by the control unit 28. The image read by the image reading unit 24 shown in FIG. 3 and other various data are stored in the storage unit 29. Connected to the control unit 28 are a proximity sensor 14, a display unit 16, a touch panel unit 17, a card issuing unit 22A, a printer unit 25A, an image reading unit 24, a speaker 12, a document fetching mechanism 23A, a stroke detecting unit 26, and the like. ing. The card issuing unit 22A is a part that creates a card in which necessary items are magnetically recorded and performs a discharge process from the card issuing port 22 shown in FIG. The printer unit 25A is a part that performs an operation of printing a contract or the like and discharging it from the document take-out port 25 shown in FIG. The other parts are as already described with reference to FIG. Note that a multimedia communication control unit 27 is provided in order to send an image of the customer, a customer's voice, and the like to the center terminal device. A person camera 13, a hand camera 15, a microphone 19 and the like are connected here.
[0020]
FIG. 5 shows a front view of the center terminal device.
As shown in this figure, the center terminal device operated by the operator is provided with a workstation having a display 31, a keyboard 32, a mouse 33, etc., a camera 34, a headset 35, a multimedia communication device 36, a printer 37, etc. It has been. The camera 34 is for taking a picture of the operator's face and displaying it on the customer terminal device. As a result, the customer and the operator can talk in a so-called videophone format while looking at each other. The headset 35 is for the operator to listen to the customer's voice at the receiver 35B and to input the operator's voice at the microphone 35A. The multimedia communication device 36 is a device for transmitting and receiving voice and images, similar to the one provided in the customer terminal device. The printer 37 is for printing out matters required by the operator.
[0021]
FIG. 6 shows a block diagram of the center terminal device.
This apparatus is controlled by the control unit 38, and data such as a form image of a fixed form is stored in the storage unit 39. The control unit 38 is connected to a display 31, a keyboard 32, a mouse 33, a printer 37, and a multimedia communication device 36. In addition, a camera 34 and a headset 35 are connected to the multimedia communication device 36.
The image of the form stored in the storage unit 39 is the same image as the form that the customer intends to fill in necessary items from now on, and is displayed on the display 31 at the same time as the customer's operation starts.
[0022]
As described above, in the system of this specific example, the form image itself is a fixed form, and therefore it is not necessary to transmit it from the customer terminal device to the center terminal device. Only the stroke image by the customer's pen input needs to be transmitted to the center terminal device. As a result, the operator can superimpose the customer input operation with the form image 45 as shown in FIG.
[0023]
<Specific examples of procedures>
FIG. 7 shows a flowchart of the application procedure.
This figure shows a procedure when a customer makes a contract application or the like.
First, in step S1, an application form is created. The procedure for this creation will be described later with reference to FIG. This part is a characteristic part of the present invention. When the application form is completed, the application form is input to the customer terminal device in step S2. This application form is input to the document input port 23 of the main body cabinet 11 shown in FIG. At this time, an image such as an identification card is input in the next step S3. This is done by setting a license or the like in the image reading unit 24 shown in FIG. The image is transmitted to the center terminal device and stored. In step S4, the contract is output. This contract is discharged from the document take-out port 25 shown in FIG. In step S5, the contract is signed, and the completed contract is input from the document insertion slot 23 (step S6) and is taken into the customer terminal device. In addition, a copy of the contract is issued from the document retrieval port 25 (step S7). Thereafter, a cash card is issued from the card issuing port 22 (step S8).
[0024]
FIG. 8 shows a guidance procedure flowchart.
The application creation process shown in FIG. 7 is performed in this way.
First, in step S1, the application form is placed on the sensor panel 21 shown in FIGS. In step S2, the customer uses the pen 5 to enter predetermined items on the application form. Note that the type of form to be filled in by the customer is notified in advance to the center terminal device at the start of the work. As a result, as described with reference to FIG. 1, the stroke image 46 of the customer is displayed together with the form image on the display 31 on the center terminal device side. In step S3, the operator sequentially checks the input state. If there is an entry error, the process proceeds from step S4 to step S5, where guidance is provided by the operator's microphone and other operations. Then, when the error or the like is corrected and entry of the application form is completed, the process proceeds from step S6 to step S7, and an application form input request is displayed on the display unit 16 shown in FIG. In response to this, in step S7, the customer inputs the application form into the document insertion slot 23 shown in FIG.
This completes application form entry and customer terminal device import.
[0025]
FIG. 9 is an explanatory diagram of a form example of the contract application form.
The predetermined transaction contract with the financial institution is made by, for example, an application form 41 having a format as shown in FIG. The entry field 42 has a space for entering various items. The customer fills in predetermined items using a pen.
[0026]
FIG. 10 is a diagram illustrating a specific example of the guidance procedure.
In step S1 in the figure, if the customer has entered the name and address on the form, almost the same image is displayed on the display on the center terminal device side as shown in step S2 in the figure. The operator sequentially checks the image (step S3), and if an error is noticed, the guidance is input in step S4. This guidance is sent to the customer terminal device as image data using, for example, a mouse or a keyboard. In this case, as shown in step S5, on the display unit of the customer terminal device, for example, “Please enter your name” in the field where only the surname is written can be provided. At the same time, voice guidance can be played using the speaker 12 as shown in step S6. The transfer of the stroke image may be performed in real time, every stroke, or every appropriate unit amount.
[0027]
<Effect of sequential guidance>
The procedure as shown in FIGS. 8 and 10 allows the customer to finish filling out the application form without hesitation. In addition, the time required for application procedures can be shortened. In addition, as described above, when the customer fills in the necessary items using the pen 5, it is possible to point out the customer's entry mistakes one after another. It is possible to fill out a form promptly without any notice or major correction.
[0028]
In addition, since it is not necessary to store the image in the fixed format, the storage capacity in the storage unit such as the center terminal device can be small. That is, since it is only necessary to store not only the image data of the entire form but also the coordinate data based on the stroke and the type of the form, the data amount can be sufficiently reduced. Furthermore, since the amount of transmission data to be transmitted to the center terminal device is sufficiently smaller than the image data of the entire form, the transmission time can be shortened and the transmission cost can be reduced.
[0029]
The contract issued after the completion of the application procedure is signed by the customer and then taken into the device. However, even when signing the contract, the customer may make a mistake in the signing location or in an error to be filled out. Therefore, the same guidance can be performed by the same processing as that in the flowchart shown in FIG.
[0030]
<Structure of form entry part>
The structure of the form entry part with various configurations is introduced below.
FIG. 11 is a longitudinal sectional view (part 1) of the form entry part.
FIG. 1 shows the configuration of a basic form entry unit for implementing the specific examples described so far. A sensor panel 21 is disposed on the desk surface of the main body cabinet 11, and the detection signal is input to the stroke detection unit 26. An application form 41 is placed on the sensor panel 21 and necessary information is entered by the pen 5. In the case of the present invention, the form image of the application form 41 is in a fixed form, and the same image prepared on the center terminal device side is automatically displayed on the display. Accordingly, the opening of the sensor panel 21 on which the application form 41 is placed is set to be approximately the same size as the application form 41 so that the stroke image exactly overlaps the form image when necessary items are entered using the pen 5. . The sensor panel 21 is configured by a conventionally well-known tablet or the like, in which a protective shield 21A is disposed on the upper surface, and a liquid crystal tablet 21B is disposed on the lower surface.
[0031]
FIG. 12 shows a longitudinal sectional view (part 2) of the form entry part.
When performing the processing of the present invention, the customer must put a contract application form prepared in the vicinity of the customer terminal device in advance on the sensor panel 21 in his hand. When entry is started without being placed on the sensor panel 21, the present invention cannot be used effectively. Therefore, as shown in this figure, an unfilled application form 41 is stocked, and the application form 41 is automatically supplied onto the sensor panel 21. Here, in addition to the structure shown in FIG. 11, a stage 55 for stacking and stocking application forms 41 and a sheet conveyance control unit 50 for taking out the application forms one by one and placing them on the sensor panel 21 are provided. . The paper conveyance control unit 50 operates the feed roller 51, the conveyance roller 52, the reverse roller 54, and the like to send the application form 41 onto the sensor panel 21. When the application form is completed, the paper conveyance control unit 50 drives the take-in roller 53. The completed application form 41 is fetched.
[0032]
<Effect of form entry part (2)>
As a result, the application form 41 is automatically and accurately arranged on the sensor panel 21, and entry by the customer's pen 5 is started. Therefore, the guidance process of the present invention by taking in the pen stroke image can be surely executed. In addition, since the application form 41 after the completion of the entry is automatically taken in, the customer's operation mistake is prevented, and the customer does not take the application form 41 by mistake. Further, since the application form 41 can be accurately set on the sensor panel 21, the stroke image input using the pen 5 is accurately displayed on the form image displayed on the display of the center terminal device. That is, no deviation or the like occurs.
[0033]
<Form entry part (Part 3)>
FIG. 13 is a longitudinal sectional view (part 3) of the form entry part.
In this specific example, blank paper is stocked on the stage 55. Then, an image such as an application form is printed on the sheet fed toward the sensor panel 21 by using the print head 63. For this purpose, a print control unit 60 and a form format storage unit 61 are provided in addition to the print head 63. The paper transport control unit 50 has the same function as that shown in FIG. With such a configuration, when the customer first starts an application, the print control unit 60 searches the form format storage unit 61 and prints an image of the selected application form on a sheet. In this way, the customer fills in the necessary items on the application form sent out on the sensor panel 21.
[0034]
When the entry is successfully completed, the print control unit 60 reads the image of the contract from the form format storage unit 61 and prints it on the paper. Then, the contract is sent out on the sensor panel 21 this time. The customer signs a predetermined part of the contract. Also in this case, as described above, the operator can provide guidance by monitoring the stroke of the pen 5. Both the application form and the contract form are taken into the customer terminal device by the take-in roller 53. By adopting such a configuration, there is no problem that the customer erroneously takes back the contract. The contract that the customer should take home is taken out from the document take-out port 25 shown in FIG.
[0035]
<Effects of form entry part (Part 3)>
Since a necessary image is printed on the blank paper using the print head 63, it becomes possible to send the corresponding document onto the sensor panel 21 without error in transactions using several kinds of documents. In addition, it becomes easy to handle new form images and manage forms.
Furthermore, if a separate document is stored near the customer terminal device and provided to the customer, it is necessary to manage the replenishment of the document. In this case, only management of the paper stored in the stage 55 is required. Since it only has to be performed, there is an effect that management becomes easy.
[0036]
<Form entry part (Part 4)>
FIG. 14 is a longitudinal sectional view (No. 4) of the form entry part.
In this example, the form is continuous paper 70. This is previously wound around the supply roller 71 and is wound around the winding roller 72. The configurations of the print control unit 60, the print head 63, and the like are the same as those shown in FIG. In the case of such a configuration, the paper wound around the supply roller 71 is preferably a blank paper. A necessary image is printed on the blank paper by using the print head 63. When the entry on the paper is completed, the paper is wound on the winding roller 72 side.
[0037]
<Effect of form entry part (Part 4)>
Compared to the case where the cut sheet described with reference to FIG. In addition, since the forms cannot be individually taken out, the taking-in can be performed reliably. Further, the positioning accuracy of the form is increased, and the operator's monitoring work is further facilitated.
[0038]
<Form entry part (Part 5)>
FIG. 15 shows a longitudinal sectional view (No. 5) of the form entry part.
In this example, the print control unit 60 used in the example of FIG. 14 is omitted. In this case, that is, a necessary form image is printed on the continuous paper 70 in advance.
[0039]
FIG. 16 shows an example explanatory diagram of this continuous form.
On the continuous paper 70, for example, images of necessary forms are alternately printed in the order of transaction procedures. That is, as shown in the figure, if two types of forms such as an application form, a contract form,... Are used, the forms are printed in order of entry.
[0040]
<Effects of form entry part (5)>
The forms required by the customer are taken out on the sensor panel 21 in the necessary order.
[0041]
<Others>
FIG. 17 shows a processing flowchart of the completed form.
In order to implement the present invention as described above, it is assumed that the customer fills in the form at the place where the customer terminal device is installed. However, there are cases where the customer fills in the necessary items on a contract application form provided in advance and brings it with him. In such a case, the present invention is not implemented, and the image of the form is read and transmitted to the center terminal device as before, and guidance is performed. This flowchart describes a configuration that allows selection in such a case.
[0042]
First, in step S1, work selection display is performed on the display unit of the customer terminal device. Here, when the contract application work is selected, in step S2, an inquiry is made as to whether or not a form such as a contract application form has already been entered. When the entered key is depressed, the process proceeds from step S3 to step S4, and a guide for reading the image of the application form is displayed to the customer. This is also displayed on the display unit of the customer terminal device. In accordance with this, the customer sets the completed contract application form in the image reading unit 24 shown in FIG. 3 and performs a reading operation.
[0043]
On the other hand, when filling out the contract application form from the beginning, the process proceeds from step S3 to step S5, and the application procedure with guidance as described so far is executed.
In this way, if a means for selecting a work procedure for inquiring whether or not an entry has been made is provided, it is possible to cope with cases where the customer does not actually perform an operation of filling in a contract application form or the like at the customer terminal device. . According to the present invention, it is easy for a customer to fill out a form, and the operator gives accurate guidance to finish a predetermined transaction application or contract procedure in a shorter time, improve customer service, and improve the customer terminal device. There is an effect to shorten the exclusive time. Therefore, when a customer enters necessary items in a form and brings them in advance, if the entry is correct, the entire process is completed in a short time. At that time, the touch panel unit 17 shown in FIG. 3 is pressed to request image reading. Subsequently, the completed form is inserted into the image reading unit 24 and the conventional processing proceeds. If rewriting or the like is necessary, the processing of the present invention as described above may be performed.
[Brief description of the drawings]
FIG. 1 is an explanatory view of the main part of an unattended transaction system according to the present invention.
FIG. 2 is an explanatory diagram of the entire unmanned transaction system.
FIG. 3 is a perspective view of a customer terminal device.
FIG. 4 is a block diagram of a customer terminal device.
FIG. 5 is a front view of the center terminal device.
FIG. 6 is a block diagram of a center terminal device.
FIG. 7 is a flowchart of an application procedure.
FIG. 8 is a guidance procedure flowchart.
FIG. 9 is an explanatory diagram of a form example of a contract application form;
FIG. 10 is an explanatory diagram of a specific example of a guidance procedure.
FIG. 11 is a longitudinal sectional view (part 1) of a form entry part;
FIG. 12 is a longitudinal sectional view (part 2) of the form entry part;
FIG. 13 is a longitudinal sectional view (part 3) of the form entry part;
FIG. 14 is a vertical sectional view (part 4) of the form entry part;
FIG. 15 is a vertical cross-sectional view (part 5) of the form entry part;
FIG. 16 is an explanatory diagram of an example of a continuous form.
FIG. 17 is a processing flowchart of a completed form.
[Explanation of symbols]
1 Customer terminal equipment
2 communication network
3 Center terminal equipment
5 pens
6 forms
9 Guidance notification means
12 Speaker
20 Form panel
21 Sensor panel
26 Stroke detector
31 display
35A microphone
45 Form image
46 Stroke image

Claims (2)

A customer terminal device for allowing a customer to fill in a form with a predetermined item;
A center terminal device connected to the customer terminal device via a communication network,
The customer terminal device
A stroke detecting unit for detecting the stroke by the customer to the form which is arranged in the form entering section each time a predetermined item is entered, the data indicating the strokes the detected sequentially, the communication network to said center terminal device A communication control unit for transmitting via
The center terminal device
A display for displaying the format of該帳votes based on the format data held pre Me of the form, sequentially the stroke based on the stroke data received on said display, and a control unit for Cascade, form for the customer Guidance input means for inputting guidance data for entry, and means for sequentially transmitting the input guidance data to the customer terminal device via the communication network,
An unmanned transaction system comprising a guidance output unit for sequentially outputting guidance based on received guidance data in the customer terminal device. In claim 1,
The center terminal device further includes a storage unit for storing stroke data and format data of the form.

Images