JP5040352B2 - Window business support system - Google Patents

Description

  BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a window service support system and a server used in the system, and more particularly to a window service support system and system used when supporting a window service of a sales office such as a financial institution at a center such as a financial institution. It is related to the server used in.

  2. Description of the Related Art Conventionally, at a sales counter of a financial institution or the like, a teller (teller operator) performs a counter service for selling various products to customers. Various products are diversified to accommodate a large number of customers, and some products require advanced product knowledge. Therefore, specialists at centers such as financial institutions support the teller service of sales office tellers. Specifically, when consultation by an expert is necessary, the teller performs a video conference in which the branch office and the center are connected to each other by operating the terminal of the branch office. Thereby, the customer who came to the store can receive explanation from an expert (for example, refer to patent documents 1 and patent documents 2).

  In the technology described in Patent Document 1, when a sales employee of a sales office receives a consultation request from a customer, the sales office PC connects to the consulting system and schedules reservations for specialists in the center. Then, it is assumed that a simple meeting is made in advance between the sales staff of the sales office and the specialist regarding the contents of consultation from the customer. That is, the expert knows the content of the consultation in advance before meeting the customer. Thereafter, the customer visits the sales office and consults with the specialists of the center via the network. On the other hand, the technique described in Patent Document 2 is not premised on a prior meeting between a sales employee and an expert.

The window business support system described in Patent Document 2 will be described with reference to FIG. A TV conference PC 1000 is installed at a sales office of a financial institution. The teller 1010 at the counter operates a video conference PC 1000 when consulting by an expert is necessary when selling investment trusts (investment trusts) in response to a customer 1020 visiting the counter. The video conference PC 1000 and the center terminal 1030 of the center are connected by a network N. The center terminal 1030 is operated by an expert 1040. As a result, the video conference and data sharing can be performed between the sales office and the center. First, the teller 1010 explains the consultation content to the expert 1040. That is, the expert 1040 grasps the content of the consultation of the customer 1020 only after receiving an explanation from the teller 1010. Then, the customer 1020 can receive an explanation regarding the consultation from the expert 1040. Then, for example, when the customer 1020 decides to purchase investment trusts, the teller 1010 operates the video conference PC 1000 while facing the customer 1020, inputs necessary items as a purchase procedure, and performs paperwork. In this case, the result of sales is also input.
Japanese Patent Laying-Open No. 2005-174135 (paragraph 0027 to paragraph 0036, FIG. 4) Japanese Patent Laying-Open No. 2003-296556 (paragraphs 0068 to 0075, FIG. 12)

However, with the conventional technology, a customer who visits the store applies to a teller at the counter for real-time consultation that has not been communicated to the sales office in advance, and if the requested consultation requires specialists, the following inconvenience occurs: There is.
(1) The expert cannot know in advance when the window service started.
(2) Teller needs to explain the contents of consultation to the expert verbally.
(3) The expert cannot know the contents of the customer's consultation until receiving an explanation from the teller.
Therefore, there is a demand for a system that efficiently supports the window business.

  Therefore, in the present invention, a window service support system that can solve the above-described problems and can efficiently support the window service even if the consultation content of the customer received at the window requires an expert, and this system The purpose is to provide a server to be used in.

The present invention was devised to achieve the above-mentioned object, and the window service support system according to claim 1 of the present invention is characterized in that the voice of a conversation between a customer and a teller in the window service of a financial institution or the like. A server that is communicatively connected to a plurality of window terminals having voice recognition means for recognizing and converting the content of the conversation into text data, and that is communicably connected to the server and based on the converted text data A window service support system comprising a plurality of center terminals for displaying the contents of the conversation, wherein the server predetermines in the converted text data, storage means for storing the converted text data, and the converted text data Determining means for determining whether or not the keyword data is included; and when determining that the keyword data is included, A consultation start notification message transmitting means for transmitting a consultation start notification message indicating that the customer has started consultation with the teller to a center terminal determined in advance according to the type of service; and the consultation start notification message is received. A text data transmission unit configured to transmit the text data requested by the request message to the center terminal when a request message requesting the text data stored in the storage unit is received from a center terminal; The start notification message includes information about the teller including experience or processing ability of the teller who performed the conversation, name, and store name, and the center terminal simultaneously receives the plurality of consultation start notification messages. When displaying, display in an array based on the experience or processing capacity of the teller business of the plurality of tellers Rutotomoni, characterized in that it comprises a consultation start notification message display control means for displaying the latest messages highlighted than other messages of the consultation start notification message.

Further, the window service support system according to claim 2 comprises a plurality of voice recognition means for recognizing the voice of the conversation between the customer and the teller in the window service of a financial institution or the like and converting the content of the conversation into text data. A window business support system comprising a server communicably connected to a window terminal and a plurality of center terminals that are communicably connected to the server and display the contents of the conversation based on the converted text data. The server includes a storage unit that stores the converted text data, a determination unit that determines whether data of a predetermined keyword is included in the converted text data, When it is determined that the keyword data is included, the customer connects the test data to the center terminal predetermined according to the keyword type. A request message for requesting the text data stored in the storage means from the consultation start notification message transmitting means for transmitting a consultation start notification message indicating that the consultation has started, and the center terminal that has received the consultation start notification message. Text data transmission means for transmitting the text data requested in the request message to the center terminal when the request message is received, the consultation start notification message includes the name of the teller who performed the conversation and the store name The center terminal displays information that emphasizes the latest message among the consultation start notification messages over other messages when displaying the plurality of consultation start notification messages at the same time. A start notification message display control unit is provided.

  Further, the window service support system according to claim 3 includes a plurality of voice recognition means for recognizing a voice of a conversation between a customer and a teller in a window service such as a financial institution and converting the content of the conversation into text data. A window business support system comprising a server communicably connected to a window terminal and a plurality of center terminals that are communicably connected to the server and display the contents of the conversation based on the converted text data. The server includes a storage unit that stores the converted text data, a determination unit that determines whether data of a predetermined keyword is included in the converted text data, When it is determined that the keyword data is included, the customer connects the test data to the center terminal predetermined according to the keyword type. A request message for requesting the text data stored in the storage means from the consultation start notification message transmitting means for transmitting a consultation start notification message indicating that the consultation has started, and the center terminal that has received the consultation start notification message. Text data transmission means for transmitting the text data requested in the request message to the center terminal when the request message is received, the consultation start notification message is the experience of the teller service of the teller who performed the conversation or Including information on a teller including a processing capability, a name, and a store name, and when the center terminal receives the consultation start notification message, a selection image for selecting the information on the teller and a conversation for consultation Consultation start notification message display system that displays a consultation start notification display screen that includes And text data display control means for displaying the text data as a conversation content display screen when the text data of the conversation to be consulted selected via the consultation start notification display screen is received. Features.

  According to such a configuration, the window service support system is predetermined according to the type of the keyword when the server includes a predetermined keyword in the text data obtained by converting the conversation voice between the customer and the teller. A consultation start notification message is transmitted to the center terminal. Therefore, a specialist who operates a predetermined center terminal can know that the consultation has started at the window before being told verbally by the teller. According to this, by setting a set of a keyword and a center terminal in advance according to the content of the consultation, it is possible to notify only a qualified person regarding the consultation started at the window that the consultation has started. For example, by associating “investment trust” and “loan” as keywords with different center terminals, it becomes possible to allocate investment consultation to investment specialists and loan consultation to loan specialists.

  In the window service support system, the server transmits the text data requested by the request message to the center terminal. Therefore, if the conversation content based on the text data is displayed on the center terminal, the expert who operates the center terminal can know the details of the consultation content at the window in advance. Therefore, the expert can prepare for the consultation content before starting the face-to-face consultation with the customer at the window. In addition, since the window service support system includes storage means for converting the contents of the window service conversation into text data and storing it, the stored data can be stored not only for work by an expert operating the center terminal but also for various purposes. Can be used for business.

  In addition, the window service support system notifies the center terminal of information regarding the operator of the window terminal as a consultation start notification message. Therefore, when the center terminal displays a plurality of consultation start notification messages at the same time, the contents of the display screen are easily recognized by an expert operating the center terminal. In addition, even when a plurality of consultations overlap with one expert, the expert can perform the work efficiently.

  According to the present invention, it is possible to efficiently support the counter work even if the consultation contents of the customer received at the counter require an expert.

  The best mode for carrying out the support method of the present invention (hereinafter referred to as “embodiment”) will be described below in detail with reference to the drawings.

[Configuration of the window service support system]
FIG. 1 is a diagram schematically showing a configuration of a window business support system according to an embodiment of the present invention. The window business support system 1 includes a window terminal 10 (10a, 10b, 10c), a server 20, a storage means 30, and a center terminal 40 (40a, 40b).

  The window terminal 10 is a terminal capable of video conferencing that is used in window operations at each branch office (store) such as a financial institution, and is connected to an in-store LAN (Local Area Network) 50 of each branch office such as a financial institution. And connected to an external network N such as the Internet through each in-store LAN 50. In the counter business, a salesperson (teller) arranged at the counter of each sales office such as a financial institution sells or consults with a customer who visits the counter. In the present embodiment, one of the three branch offices is provided with a window terminal 10a, a window terminal 10b, and a window terminal 10c. Hereinafter, when not distinguished, it will be simply referred to as the window terminal 10.

  The server 20 is installed in a center such as a financial institution and performs various processes described later. The server 20 is connected to a center LAN 60 of the center such as a financial institution and is connected to the network N through the center LAN 60. . A center such as a financial institution is in charge of managing and specializing business of each branch office such as a financial institution. In the present embodiment, the specialized business refers to a business in which a product expert such as a financial institution explains a product or the like to a sales office teller or customer using a video conference system. It should be noted that the center may perform guidance work for receiving inquiries by telephone or the like (call center function).

  The storage means 30 stores various information (text data indicating conversation contents, information on tellers, etc.) received by the server 20 from the sales office terminal 10 via the network N. For example, a general hard disk Etc. In the present embodiment, the storage means 30 stores text data indicating the conversation contents for each sales office.

  In the present embodiment, the storage unit 30 stores in advance a teller information table in which the terminal ID of the counter terminal 10 of each branch office is associated with the information related to the teller who operates the counter terminal 10. An example of the teller information table is shown in FIG. The teller information table 200 illustrated in FIG. 2 includes a terminal ID 201, a teller name 202, a level 203, and a store name 204 as item names. The terminal ID 201 indicates identification information of the window terminal 10. The teller name 202 indicates the name of the teller who operates the window terminal 10 exclusively. Level 203 indicates the teller's window experience or processing ability. The store name 204 indicates the store name to which the teller belongs. In this example, the information about the teller is indicated by the teller name 202, the level 203, and the store name 204. Of these, level 203 is classified as “S” indicating special grade, “A” indicating advanced, “B (not shown)” indicating intermediate, and “C” indicating beginner. In the teller information table 200, as the terminal ID 201, for example, a network address, device body identification information, or the like may be used.

  The center terminal 40 is a terminal capable of a video conference used in specialized work of a center such as a financial institution, and is connected to a center LAN 60 of the center of the financial institution or the like. Connected. In the present embodiment, the center terminal 40 includes a center terminal 40a used by investment professionals and a center terminal 40b used by loan professionals. Hereinafter, when they are not distinguished, they are simply expressed as the center terminal 40.

[Composition of window terminal]
FIG. 3 is a functional block diagram schematically showing the window terminal shown in FIG.
The window terminal 10 includes, for example, a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), an HDD (Hard Disk Drive), a NIC (Network Interface Card) for communication, and the like. , Network control means 11, voice recognition means 12, and text data transmission means 13.

  The network control means 11 realizes a video conference by connecting the window terminal 10 and the center terminal 40 (see FIG. 1) over the network based on a command or the like input from the operation unit K, and provides an image of a center expert. Is output to the display unit D, and the video of the teller and the customer photographed by a television camera (not shown) is transmitted to the center terminal 40. The information sent from the sales office to the center includes the terminal ID of the counter terminal 10 of the sales office. The function for realizing the video conference can be configured by using a known technique, and the network control unit 11 shows this function as a module.

  The operation unit K is configured by a general input device such as a keyboard, a mouse, and a touch panel, for example. The display unit D includes, for example, a liquid crystal display (LCD), a cathode ray tube (CRT), and a plasma display panel (PDP).

  The voice recognizing means 12 recognizes the voice of the conversation between the customer and the teller in the window service, which is input from the voice input device MC such as a microphone, and converts the content of the recognized conversation into text data. The voice recognition means 12 can be configured using a known technique. For example, the speech recognition unit 12 includes a word storage unit that stores an acoustic model that is an acoustic feature amount and a language model that is a connection probability of consecutive words, and stores phonemes for each word, and the speech input device MC. And analyzing / converting voice data input from the voice data using the acoustic model and the language model, or the analysis conversion processing means for outputting the text data generated by the conversion process. .

  The text data transmission means 13 transmits the text data converted by the voice recognition means 12 to the center server 20 (see FIG. 1) via the network N. The text data transmitting means 13 is realized by the CPU developing a predetermined program stored in the ROM or the like on the RAM and executing it.

[Server configuration]
FIG. 4 is a functional block diagram schematically showing the server shown in FIG. The server 20 includes, for example, a CPU, ROM, RAM, NIC, and the like, and includes a communication unit (reception unit) 21, a storage unit 22, and a processing unit 23.

The communication unit 21 transmits / receives various information to / from the center terminal 40 (see FIG. 1) via the intra-center LAN 60, and receives various information from the counter terminal 10 (see FIG. 1) of the sales office via the network N. Or receive it.
The storage unit 22 includes, for example, a ROM, a RAM, and the like, stores a predetermined program and the like, is used for arithmetic processing by the processing unit 23, and stores information acquired through the communication unit 21. .
The processing unit 23 includes, for example, a CPU and the like, and includes a data management unit 231, a determination unit 232, a consultation start notification message transmission unit 233, and a text data transmission unit 234.

  The data management unit 231 stores information acquired from the outside via the communication unit 21 in the storage unit 22 or the storage unit 30, or extracts and reads necessary information from the storage unit 22 or the storage unit 30. is there. The information acquired from the outside is, for example, text data obtained by converting the conversation voice by the window terminal 10 (see FIG. 1).

The discrimination means 232 discriminates whether or not there is a predetermined keyword in the text data obtained by converting the conversation voice by the window terminal 10 (see FIG. 1). In the present embodiment, for example, two words “investment trust” and “loan” are registered in advance as keywords.
In addition, when there is a keyword in the text data, the determination unit 232 notifies the consultation start notification message transmission unit 233 of information indicating the keyword. For example, a flag “1” may be set when the keyword is “investment trust”, and a flag “0” may be set when the keyword is “loan”.
The keyword and the number thereof are not limited to this, and may include, for example, paraphrases such as “investment trust”, “investment”, “loan”, “loan”, abbreviations, forward match, backward match, etc. Of course.

The consultation start notification message transmission unit 233, when the determination unit 232 determines that there is a keyword in the text data, displays a consultation start notification message indicating that the customer has started consultation with the teller at the window. (See FIG. 1).
Specifically, the consultation start notification message transmission unit 233 transmits a consultation start notification message when the teller issues a specific keyword in front of the voice input device MC. Note that the consultation start notification message indicates that the consultation that may require specialized consultation by an expert has started, and does not indicate that communication between the customer and the teller has started. .

  Also, the consultation start notification message transmission unit 233 selects the center terminal 40 (see FIG. 1) to which the consultation start notification message is sent based on the information notified from the determination unit 232. Specifically, when the determination unit 232 sets the flag “1”, the center terminal 40a is selected as the destination of the consultation start notification message. When the determination unit 232 sets the flag “0”, the center terminal 40b is selected as the destination of the consultation start notification message.

When there is a keyword in the text data, the consultation start notification message transmission unit 233 refers to the teller information table stored in the storage unit 30 and refers to the counter terminal 10 (where the conversation indicated by the text data is performed) The information about the teller associated with the terminal ID (see FIG. 1) is extracted and notified as a consultation start notification message.
The text data transmission unit 234 is requested by the request message when receiving a request message for requesting the text data stored in the storage unit 30 from the center terminal 40 (see FIG. 1) that has received the consultation start notification message. The text data is transmitted to the center terminal 40.

  The data management means 231, the determination means 232, the consultation start notification message transmission means 233, and the text data transmission means 234 are executed by the CPU by developing a predetermined program stored in the ROM or the like on the RAM. By doing so, the function is realized.

[Configuration of center terminal]
FIG. 5 is a functional block diagram schematically showing the center terminal shown in FIG.
The center terminal 40 displays the content of the conversation based on the text data obtained by converting the voice of the conversation between the teller and the customer. The center terminal 40 is composed of, for example, a CPU, ROM, RAM, HDD, NIC, etc. A control means 41, a consultation start notification message display control means 42, a press determination means 43, a request message transmission means 44, and a text data display control means 45 are provided.

  The network control means 41 realizes a video conference by connecting the window terminal 10 (see FIG. 1) and the center terminal 40 over the network based on a command or the like input from the operation unit K. An image is output to the display unit D, or an image of a center expert photographed by a television camera (not shown) is transmitted to the window terminal 10. The function for realizing the video conference can be configured by using a known technique, and the network control means 41 shows this function as a module. The operation unit K includes a general input device such as a keyboard, a mouse, and a touch panel.

The consultation start notification message display control means 42 outputs the consultation start notification message received from the server 20 (see FIG. 1) via the intra-center LAN 60 so that it can be displayed on the display unit D. In addition, the display part D is comprised from a liquid crystal display, CRT, PDP etc., for example.
Further, as shown in FIG. 6, the consultation start notification message display control means 42 displays a plurality of consultation start notification messages in an array based on the experience or processing ability of the teller service of a plurality of tellers when simultaneously displaying a plurality of consultation start notification messages. The latest message among the consultation start notification messages is displayed with emphasis over other messages. FIG. 6 is a diagram illustrating an example of a consultation start notification display screen displayed on the display unit of the center terminal. In the consultation start notification display screen 600 illustrated in FIG. 6, three consultation start notification messages are displayed on one screen. Further, in this example, the consultation start notification message display control means 42 arranges the display of the consultation start notification message from top to bottom, from the beginner level teller to the advanced teller. . In this example, the second consultation start notification message from the top is a new message. At this time, the consultation start notification message display control means 42 blinks the teller name in order to emphasize the second consultation start notification message from the top.

  In the consultation start notification display screen 600, check boxes 601 to 603 for selecting conversation contents are provided in each consultation start notification message. In this example, since the first consultation start notification message is selected from the top, a mark is displayed in the first check box 601. In this screen display, when the detail button 604 is pressed (selected), the conversation content corresponding to the first consultation start notification message can be displayed.

  The pressing determination unit 43 determines whether or not the details button 604 is pressed on the consultation start notification display screen 600 shown in FIG. 6. If it is determined that the button is pressed, the conversation voice corresponding to the consultation start notification message is determined. The request message transmission means 44 is instructed to acquire the text data.

  The request message transmission unit 44 sends a request message for requesting the text data of the conversation voice corresponding to the consultation start notification message to the server 20 (see FIG. 1) via the intra-center LAN 60 according to the instruction of the pressing determination unit 43. To be sent.

  The text data display control means 45 outputs the text data received from the server 20 via the intra-center LAN 60 so that it can be displayed on the display unit D. An example of the conversation content display screen displayed on the display unit D is shown in FIG. The conversation content display screen 700 illustrated in FIG. 7 includes a teller statement display area 701 for displaying teller statements and a customer comment display region 702 for displaying customer comments. In the example shown in the figure, the teller remark display area 701 displays “Please wait. Are you sure you want to ask questions about the investment trust?” Contains keywords.

  The consultation start notification message display control means 42, the press determination means 43, the request message transmission means 44, and the text data display control means 45 described above are such that the CPU stores a predetermined program stored in the ROM or the like in the RAM. The function is realized by expanding and executing.

[Operation of window support system]
The operation of the window service support system shown in FIG. 1 will be described with reference to FIGS. 8 and 9 (refer to FIGS. 1 to 7 as appropriate). FIG. 8 is a sequence diagram showing an example of the operation of the window business support system shown in FIG. 1, and FIG. 9 is a sequence diagram showing details of processing of the server shown in FIG. In FIG. 8, the center terminals 40a and 40b are shown without being distinguished.

First, the customer and the teller start a general window consultation at the window terminal 10 of the sales office.
The window terminal 10 uses the voice recognition unit 12 to convert the voice input from the voice input device MC into text data (step S1). Then, the window terminal 10 transmits the converted text data to the server 20 via the network N by the text data transmitting unit 13 (step S2). The server 20 receives the text data by the communication unit 21 (step S3), and stores the received text data in the storage unit 30 by the data management unit 231 of the processing unit 23 (step S4). Further, the server 20 determines whether or not there is a keyword in the received text data by the determination unit 232 of the processing unit 23 (step S5). When there is no keyword in the received text data (step S5: No), the server 20 returns to step S3 and repeats reception and storage of the text data.

  On the other hand, when there is a keyword in the received text data (step S5: Yes), it is assumed that expert consultation is required, and the server 20 uses the consultation start notification message transmission unit 233 of the processing unit 23. Then, a consultation start notification message is notified to the center terminal 40 via the intra-center LAN 60 (step S6). Specifically, the consultation start notification message transmission unit 233 refers to the teller information table stored in the storage unit 30 based on the terminal ID of the window terminal 10 that has transmitted the text data including the keyword, and determines the terminal ID. Information about the teller linked to is sent as a consultation start notification message. Then, the center terminal 40 receives the consultation start notification message (step S7).

  Here, the details of the processing from step S5 to step S7 are shown in FIG. In the case of Yes in step S5, the server 20 determines whether or not the keyword included in the received text data is a keyword of an investment expert by the determination unit 232 of the processing unit 23 (step S5a). If the keyword is an investment expert keyword (for example, “investment trust”) (step S5a: Yes), the server 20 uses the consultation start notification message transmission means 233 to send a consultation start notification message to the center terminal 40a operated by the investment expert. (Step S6a). Thereby, the center terminal 40a receives the consultation start notification message (step S7a). On the other hand, if the keyword is a loan specialist keyword (for example, “loan”) (step S5a: No), the server 20 uses the consultation start notification message transmission means 233 to send a consultation start notification message to the center operated by the loan specialist. The terminal 40b is notified (step S6b). Thereby, the center terminal 40b receives the consultation start notification message (step S7b).

  Returning to FIG. 8, the process following the process of step S7 will be described. Next, the center terminal 40 displays a consultation start notification message on the display unit D by the consultation start notification message display control means 42 (step S8), and the press determination means 43 presses the detail button 604 displayed on the screen. It is determined whether or not (step S9). When the detail button 604 is not pressed (step S9: No), the center terminal 40 returns to step S7 and repeats message reception and display.

  On the other hand, when the detail button 604 is pressed (step S9: Yes), the center terminal 40 transmits a request message to the server 20 via the intra-center LAN 60 by the request message transmission unit 44 (step S10). Thereby, the server 20 receives a request message (step S11). Then, the server 20 extracts the corresponding text data from the storage means 30 by the data management means 231 (step S12), and sends the text data extracted by the text data transmission means 234 to the center terminal via the intra-center LAN 60. 40 (step S13). Thereby, the center terminal 40 receives the text data (step S14). Then, the center terminal 40 causes the text data display control means 45 to display the conversation content on the display unit D based on the received text data (step S15).

According to the present embodiment, the window service support system 1 starts the consultation with the center terminal 40 when the server 20 has a predetermined keyword in the text data obtained by converting the conversation voice between the customer and the teller. Send a notification message. Therefore, the expert can know that the consultation has started at the counter before being told verbally by the teller.
Further, in the window service support system 1, the center terminal 40 can display the conversation contents based on the text data stored in the storage unit 30 by transmitting a request message to the server 20. Therefore, the expert who operates the center terminal 40 can know the details of the consultation content at the window in advance. Therefore, the expert can prepare for the consultation content before starting the face-to-face consultation with the customer at the window.
Furthermore, the window service support system 1 stores text data obtained by converting the conversation voice of the window job as customer consultation contents in the storage means 30, so that the stored data can be used for various tasks. For example, the realization of marketing etc. using customer consultation content can be expected.

  As mentioned above, although preferable embodiment of this invention was described, this invention is not limited to above-described embodiment. For example, in the present embodiment, it has been described that the teller information table is stored in advance in the center accumulating unit 30, but the present invention is not limited to this, and the teller information table is stored in the storage device of the center terminal 40 in advance. It may be stored.

  Further, the consultation start notification display screen 600 illustrated in FIG. 6 in the present embodiment is an example, and the consultation start notification message display control unit 42 displays the consultation start notification message from the top to the bottom, and the level is higher. You may arrange from one for the previous teller to one for the beginner. In addition, the method for emphasizing the consultation start notification message is to display the teller name in a blinking manner, but using underlining, changing the typeface or font, changing the display color, expanding display, or a combination of these Also good. Further, the consultation start notification message display control means 42 may be configured to have a display function of a consultation start time, a face photo of a teller, and the like, and a function to notify the end of the consultation.

  In the present embodiment, the window service support system 1 is provided with three branch offices and one window terminal 10 at each branch office. However, the number of branch offices and the number of window terminals 10 are as follows. Of course, the present invention is not limited to this, and a plurality of window terminals 10 may be provided in one business store. Similarly, the number of center terminals 40 and the roles of the center terminals 40a and 40b are not limited to the description of the present embodiment. In addition, the storage unit 30 may be configured as an external storage device that is an external unit of the server 20, or the storage unit 30 and the server 20 may be configured by one housing (unit). Further, the center terminal 40, the window terminal 10, and the server 20 may be connected by a network that can be connected to each other.

It is a figure showing typically composition of a window business support system concerning an embodiment of the present invention. It is a figure which shows an example of a teller information table. It is a functional block diagram which shows typically the window terminal shown in FIG. It is a functional block diagram which shows typically the server shown in FIG. It is a functional block diagram which shows typically the center terminal shown in FIG. It is a figure which shows an example of the consultation start notification display screen displayed on the display part of the center terminal shown in FIG. It is a figure which shows an example of the conversation content display screen displayed on the display part of the center terminal shown in FIG. It is a sequence diagram which shows an example of operation | movement of the window work support system shown in FIG. It is a sequence diagram which shows the detail of a process of the server shown in FIG. It is a figure which shows typically the structure of the conventional window business support system.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Window business support system 10 (10a, 10b, 10c) Window terminal 11 Network control means 12 Voice recognition means 13 Text data transmission means 20 Server 21 Communication part (reception means)
22 Storage Unit 23 Processing Unit 231 Data Management Unit 232 Discrimination Unit 233 Consultation Start Notification Message Transmission Unit 234 Text Data Transmission Unit 30 Storage Unit 40 (40a, 40b) Center Terminal 41 Network Control Unit 42 Consultation Start Notification Message Display Control Unit 43 Press Determination means 44 Request message transmission means 45 Text data display control means 50 In-store LAN
60 LAN in the center
D Display unit K Operation unit MC Voice input device N Network

Claims (3)

A server communicably connected to a plurality of window terminals comprising voice recognition means for recognizing the voice of a conversation between a customer and a teller in a window service such as a financial institution and converting the content of the conversation into text data, and this server A window service support system comprising a plurality of center terminals that are communicably connected to each other and display the contents of the conversation based on the converted text data,
The server
Storage means for storing the converted text data;
Determining means for determining whether or not data of a predetermined keyword is included in the converted text data;
When it is determined that the keyword data is included , a consultation start notification message indicating that the customer has started consultation with the teller is sent to a predetermined center terminal according to the type of the keyword A consultation start notification message transmission means to perform,
Text data for transmitting the text data requested in the request message to the center terminal when a request message for requesting the text data stored in the storage means is received from the center terminal that has received the consultation start notification message. A transmission means ,
The consultation start notification message includes information on the teller including the teller's experience or processing ability of the teller who performed the conversation, the name, and the store name,
The center terminal is
When displaying the plurality of consultation start notification messages at the same time, it displays in an array based on the experience or processing capability of the teller service of the plurality of tellers, and the latest message among the consultation start notification messages is more than other messages. Provided with a consultation start notification message display control means for highlighting and displaying,
A window service support system characterized by that.   A server communicably connected to a plurality of window terminals comprising voice recognition means for recognizing the voice of a conversation between a customer and a teller in a window service such as a financial institution and converting the content of the conversation into text data, and this server A window service support system comprising a plurality of center terminals that are communicably connected to each other and display the contents of the conversation based on the converted text data,
  The server
  Storage means for storing the converted text data;
  Determining means for determining whether or not data of a predetermined keyword is included in the converted text data;
  When it is determined that the keyword data is included, a consultation start notification message indicating that the customer has started consultation with the teller is sent to a predetermined center terminal according to the type of the keyword A consultation start notification message transmission means to perform,
  Text data for transmitting the text data requested in the request message to the center terminal when a request message for requesting the text data stored in the storage means is received from the center terminal that has received the consultation start notification message. A transmission means,
  The consultation start notification message includes information about the teller including the name of the teller who performed the conversation and the store name,
  The center terminal is
  When displaying the plurality of consultation start notification messages at the same time, comprising a consultation start notification message display control means for displaying the latest message among the consultation start notification messages with emphasis over other messages.
  A window service support system characterized by that.   A server communicably connected to a plurality of window terminals comprising voice recognition means for recognizing the voice of a conversation between a customer and a teller in a window service such as a financial institution and converting the content of the conversation into text data, and this server A window service support system comprising a plurality of center terminals that are communicably connected to each other and display the contents of the conversation based on the converted text data,
  The server
  Storage means for storing the converted text data;
  Determining means for determining whether or not data of a predetermined keyword is included in the converted text data;
  When it is determined that the keyword data is included, a consultation start notification message indicating that the customer has started consultation with the teller is sent to a predetermined center terminal according to the type of the keyword A consultation start notification message transmission means to perform,
  Text data for transmitting the text data requested in the request message to the center terminal when a request message for requesting the text data stored in the storage means is received from the center terminal that has received the consultation start notification message. A transmission means,
  The consultation start notification message includes information on the teller including the teller's experience or processing ability of the teller who performed the conversation, the name, and the store name,
  The center terminal is
  When the consultation start notification message is received, a consultation start notification message display control means for displaying a consultation start notification display screen configured to include information on the teller and a selection image for selecting a conversation to be consulted, and
  Text data display control means for displaying the text data as a conversation content display screen when the text data of the conversation to be consulted selected via the consultation start notification display screen is received;
  A window service support system characterized by that.

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