JP3816136B2 - Customer guidance method for automatic transaction equipment - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention can be applied to ATM when a customer operates an automatic transaction apparatus (hereinafter referred to as “ATM”) installed in a financial institution or the like, when an ATM malfunctions or when the ATM operation is unknown. The present invention relates to a customer guidance method for an automatic transaction apparatus that guides a customer using an adjacent autophone.
[0002]
[Prior art]
In a conventional customer guidance method for an automatic transaction apparatus, an automatic phone that is installed adjacent to an ATM when an automatic transaction apparatus (hereinafter referred to as “ATM”) malfunctions or when an ATM operation is unknown. When a remote teller of a monitoring center or an operation center is called and asked for an instruction, the remote teller listens to an inquiry from a customer, and each time the customer gives an instruction to guide the customer.
[0003]
[Problems to be solved by the invention]
In general, the contents of inquiries from customers to remote tellers are the same, and the remote teller's answers to the inquiries are also standardized.
However, in the conventional customer guidance method of the automatic transaction apparatus described above, even if it is such a standardized answer / answer, since the answer / answer is made between the customer and the remote teller each time, the processing of the remote teller is troublesome. There was a problem. For this reason, there has been a problem of trying to reduce the load on the remote teller.
[0004]
In addition, when connecting a customer-side autophone and a remote teller-side terminal via a public network, there is a running cost that depends on the number of times and time. There was also a problem of trying to reduce the cost.
[0005]
[Means for Solving the Problems]
Customer induction how the automatic transaction apparatus of the present invention, the Otohon which is located adjacent to the automatic transaction apparatus having a display input unit, as well as electrically connected to the automated teller machine, the answers to customer inquiries leave arranged to connect to the personnel side of the terminal that, can the customer picks up the Otohon, transmits an inquiry request signal to the automatic teller machine from the Otohon, automatic transaction apparatus which has received the inquiry request signal, aware of the operational state of the automatic teller machine itself is a normal case, as well as displayed on the display input unit a query item that may be assumed pre-Me, display a routine answer to the query item selected by the customer from among the When it is displayed on the input unit and the operation state is not normal, an autophone is connected to a terminal on the side of a person who makes an answer so that transmission / reception is possible .
[0006]
The automatic transaction apparatus is characterized by preferentially displaying items relating to transactions that cannot be used depending on the operational status.
The automatic transaction apparatus is characterized by preferentially displaying items relating to transactions that are not handled due to holidays or out of hours.
[0007]
Further, the item to be preferentially displayed is displayed above the inquiry item.
[0008]
DETAILED DESCRIPTION OF THE INVENTION
Embodiments of the present invention will be described below with reference to the drawings.
First Embodiment FIG. 1 is an exemplary diagram of a system configuration of an embodiment.
As shown in the figure, an automatic transaction apparatus (hereinafter referred to as “ATM”) 2 is installed in a sales office 1 such as a financial institution, and an autophone 3 electrically connected to the ATM 2 is installed adjacently. It is. The autophone 3 is wired via a public network 4 to a telephone 6 that is a terminal on the monitoring center 5 side. Further, the autophone 3 has a receiver for inquiring that the customer 7 does not know when the transaction is performed using the ATM 2.
[0009]
In the system configuration described above, when a trouble occurs in ATM 2 or when the operation of ATM 2 is unknown, if customer 7 picks up the auto phone, auto phone 3 and phone 6 are satisfied when the conditions described later in this embodiment are satisfied. Are connected to each other so that transmission / reception can be performed, and the remote teller 8 answers the inquiry of the customer 7. Here, the remote teller 8 is a teller waiting in the monitoring center 5 so as to answer the inquiry of the customer 7 by the telephone 6 .
[0010]
Further, the ATM 2 is connected to a host computer on the office center side (not shown) without going through a public network so that a deposit transaction or the like is performed.
FIG. 2 is a perspective view of an example of the appearance of an automatic transaction apparatus (ATM).
In this ATM 2, an input display unit 9, a banknote entrance / exit 10, a coin entrance / exit 11, a card entrance / exit 12, a passbook entrance / exit 13, an audio output unit 14, a plasma display 15, a foreign object return port 16, etc. are arranged on the customer service side. Has been.
[0011]
The input display unit 9 is a so-called touch screen, and displays an induction screen and an input key. The banknote entrance / exit 10 is for a customer to deposit banknotes into the ATM 2 and to withdraw banknotes from the ATM 2 to customers. The coin entrance / exit 11 is for a customer to deposit coins into the ATM 2 or to withdraw coins from the ATM 2 to customers. The card entrance / exit 12 is for inserting a cash card or the like into the ATM 2 and returning the inserted cash card or the like to the customer. The bankbook entry / exit 13 is for inserting a bankbook into the ATM 2 and returning the inserted bankbook to the customer. The voice output unit 14 is for giving voice guidance to customers. The plasma display 15 is for displaying for customer service. The foreign object return port 16 is for returning a foreign object when a foreign object such as a coin is inserted into the banknote entrance 10.
[0012]
FIG. 3 is a block diagram of a control system of an automatic transaction apparatus (ATM).
The control system includes a CPU 17 for overall processing, a ROM 18 for storing programs, a RAM 19 for temporarily storing data, and a communication control unit 20 for controlling communication with a host computer (not shown). A communication control unit 21 that controls communication with the autophone 3 is connected, and the input display unit 9 and the audio output unit 14 are connected. The CPU 17 reads a program from the ROM 18 and performs processing described later. In this embodiment, the ROM 18 stores a typical inquiry item selection key and a typical answer to the item, as will be described later.
[0013]
Then, the process of this Embodiment is demonstrated.
FIG. 4 is a flowchart of processing according to the first embodiment, FIG. 5 is an exemplary diagram of a customer guidance screen, and FIG. 6 is an exemplary diagram of an explanation screen for a customer.
Sa1: If the customer 7 is in trouble for some reason, he / she tries to inquire the remote teller 8 by hooking up the autophone 3. In the present embodiment, an inquiry request signal is transmitted from the autophone 3 to the ATM 2 when the autophone 3 is hooked up.
Sa2: In ATM2, when receiving the inquiry request signal from the communication control unit 21, the CPU 17 recognizes whether or not ATM2 is in failure, and if it is determined that it is operating normally, the process moves to Sa3 and the failure is detected. If it is determined that the process is in progress, the process proceeds to Sa7.
In Sa3: ATM2, the CPU 17 displays a customer guidance screen on the input display unit 9 and outputs voice from the voice output unit 14 to guide the customer. For example, as shown in FIG. 5, the customer guidance screen displays “about the number of payments (amount)” key, “about the number of payments (amount)” key, and “what is the transfer fee?” As inquiry items. At the same time, a “remote teller call” key and an “end” key when there is no corresponding item in the inquiry item are displayed. In addition, guidance by voice is performed, for example, “if there is an item of customer's inquiry, touch the corresponding item, otherwise touch the remote teller call key and wait”.
Sa4: The customer 7 determines whether or not there is an item he / she wants to know on the customer guidance screen. If not, the process proceeds to Sa7. If there is, the customer 7 selects the corresponding item in Sa5.
Sa5: The customer 7 selects the corresponding item by touching the key of the corresponding item. Then, the CPU 17 displays an explanation screen for the customer on the input display unit 9. The customer 7 confirms this explanation screen. For example, if the explanation screen is “About the number of payments (amount)”, as shown in FIG. 6, “This ATM can only handle up to 100 payments at a time. In case of payment, please conduct transactions in two steps. " In addition, it is preferable to display the “Confirm” key, “End” key, and “Return to previous screen” key, but this is not a limitation. You may make it switch to a screen.
Sa6: The customer 7 determines whether there is any other inquiry, and if so, presses the “end” key, and moves the process to Sa7. If there is no transaction, the “Confirm” key is pressed to terminate the customer guidance process of the present embodiment, and inquire about other items displayed on the customer guidance screen. In this case, the “return to previous screen” key is pressed to return to the above-described processing Sa3.
Sa7: The ATM2 CPU 17 issues a connection command to the autophone 3 via the communication control unit 21 to connect to the remote teller 8, and the autophone 3 connects to the telephone 6 of the remote teller 8 via the public network 4. Is done. As a result, as in the conventional case, the customer 7 and the remote teller 8 receive and answer.
[0014]
According to the first embodiment, when a customer makes an inquiry to a remote teller using an autophone, a typical inquiry item key is displayed on the ATM screen, and the answer is displayed by selecting it. As a result, the number of inquiries to the remote teller is reduced, the burden on the remote teller is reduced, and the running cost is reduced, which is economical. In addition, since there is no waiting time for connection with the remote teller for the customer, an effect that leads to efficient ATM operation can be expected.
[0015]
Second Embodiment In the following description, differences from the first embodiment will be described, and description of common points will be omitted. In particular, the system configuration, the external appearance of the automatic transaction apparatus, and its control system are the same, and thus the description thereof is omitted. However, in the ROM 18 in the control system, as will be described later, an inquiry item according to a transaction form corresponding to the time, date, day of the week, etc., and the operational status of the automatic transaction apparatus, and its answer are stored.
[0016]
In the second embodiment, the processing Sa3 described with reference to FIG. 4 in the first embodiment is different. This processing is performed in accordance with the transaction form corresponding to the time, date, day of the week, etc. and the operational status of the automatic transaction apparatus.
Now, description will be made with reference to a flowchart.
FIG. 7 is a flowchart of the process according to the second embodiment.
Sb1: The CPU 17 recognizes whether or not there is a transaction that cannot be used depending on the operational status of ATM2, and if so, moves the process to Sb2, and if not, moves the process to Sb3. Here, the operational status refers to, for example, a status where payment is stopped in a situation where banknotes stocked in the ATM 2 are insufficient.
Sb2: The CPU 17 picks up an inquiry item relating to the disabled transaction from the ROM 18 and displays it in a conspicuous manner over other items. For example, it is displayed above the other items.
Sb3: The CPU 17 recognizes whether or not today is a weekday, and moves to Sb4 if it is a Saturday, Sunday or a holiday that takes a special transaction form instead of a weekday, and moves to Sb5 if it is a weekday.
Sb4: The CPU 17 preferentially displays inquiry items relating to transactions that are not handled according to the transaction form. For example, an inquiry item related to a transaction that is not handled on a holiday is displayed at the top.
Sb5: The CPU 17 recognizes whether it is outside business hours of a financial institution or the like. If it is out of time, the process proceeds to Sb8, and if within the time, the process proceeds to Sb7.
Sb6: The CPU 17 preferentially displays inquiry items related to transactions that are not handled according to the transaction form. For example, an inquiry item related to a transaction that is not handled outside the time is displayed at the top. In addition, when the customer 7 selects those items, the answer is specifically to display the explanation about the deposit and bookkeeping when each transaction is valid / invalid depending on the day of the week or the time, and processing Indicates that is impossible.
Sb7: The CPU 17 displays the remaining inquiry items stored in the ROM 18 in the same manner as in the first embodiment, guides the customer, and ends the process.
[0017]
According to the second embodiment, assuming the item that the customer will inquire from the current state of operation, today's day of the week, and the current time, the item is prioritized and placed in a place that is easily noticeable when displaying the screen. As a result, customers can quickly find answers to questions.
In the above embodiment, the case where the remote teller is in the monitoring center has been described as an example, but the same can be done in the case where the remote teller is in the operation center that makes an inquiry about ATM.
[0018]
【The invention's effect】
As described above, according to the customer guidance method of the automatic transaction apparatus of the present invention, when a customer makes an inquiry to a remote teller using an autophone, a typical inquiry item key is displayed on the ATM screen and selected. As a result, since the answer to that is displayed, the number of inquiries to the remote teller is reduced, and the burden on the remote teller is reduced. In addition, the running cost is reduced, and an economic effect can be expected. In addition, since there is no waiting time for connection with the remote teller for the customer, an effect that leads to efficient ATM operation can be expected.
[Brief description of the drawings]
FIG. 1 is an exemplary diagram of a system configuration of an embodiment. FIG. 2 is a perspective view of an example of the appearance of an automatic transaction apparatus. FIG. 3 is a block diagram of a control system of the automatic transaction apparatus. FIG. 5 is a diagram showing an example of a customer guidance screen. FIG. 6 is a diagram showing an example of an explanation screen for a customer. FIG. 7 is a flowchart of processing according to the second embodiment.
2 Automatic transaction equipment 3 Autophone 4 Public network 6 Telephone 7 Customer 8 Remote teller

Claims (4)

An autophone installed adjacent to an automatic transaction apparatus having a display input unit is electrically connected to the automatic transaction apparatus and arranged to be connected to a terminal on the side of a person who answers a customer's inquiry. And
It can the customer picks up the Otohon, originated the inquiry request signal to the automated teller machine from the Otohon,
Automatic transaction apparatus that has received the inquiry request signal, recognizes the operation state of the automatic transaction apparatus itself is a normal case, and displays on the display input unit an inquiry items that can assume pre Me, customer from among them A typical answer to the inquiry item selected by is displayed on the display input unit, and if the operating status is not normal, the autophone is connected to the terminal of the person making the answer so that it can send and receive calls. A customer guidance method for an automatic transaction apparatus. In claim 1,
A method for guiding a customer of an automatic transaction apparatus, wherein the automatic transaction apparatus preferentially displays an item relating to a transaction that cannot be used depending on the operation status . In claim 1,
A method for guiding a customer of an automatic transaction apparatus, wherein the automatic transaction apparatus preferentially displays items relating to transactions that are not handled due to holidays or overtime . In claim 2 or claim 3 ,
A method for guiding a customer of an automatic transaction apparatus, wherein a priority display item is displayed above an inquiry item .

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