JP5222680B2 - Terminal user monitoring apparatus and system - Google Patents

Description

  The present invention relates to a terminal user monitoring apparatus that monitors a user of a terminal that can process a remittance transaction in a financial institution or the like.

Conventionally, in money transactions between a plurality of users, remittance processing such as a transfer procedure using a transaction terminal (for example, ATM) installed in a financial institution or a convenience store is widely used.
However, in recent years, fraudulent acts that demand cash remittance by pretending to be relatives such as family members and relatives using the remittance processing by this transaction terminal have become a social problem.
In the same way, disguised as an official of a public organization, medical expenses and taxes are refunded, etc. as if the overpaid money is returned, letting the operator operate the transaction terminal skillfully, The fraudulent act of transferring money into another person's (scammers) account is also increasing rapidly.

In response to such a problem, a system has been proposed that attempts to prevent damage by determining the legitimacy of the recipient when performing remittance processing (Patent Document 1).
Patent Document 1 includes a handset that makes a call between a transfer person who performs remittance processing at a transaction apparatus and a recipient who receives this remittance, and the recipient's voice print obtained by this handset is pre-corresponding to the transfer person. An automatic transaction system is disclosed that determines whether or not the recipient is a legitimate recipient by comparing the stored voice print data of the related parties.
JP 2007-80123 A (for example, paragraphs 0026-0031)

In this automatic transaction system, it is possible to determine that the recipient is a valid recipient by making a call with the recipient at the time of the remittance processing, and as a result, fraud damage can be prevented and the remittance processing can be completed properly.
However, in the conventional automatic transaction system, there is a problem that, in order to prevent damages such as fraud, it is necessary to verify the recipient's voiceprint at the time of the procedure even if it is a legitimate transaction.
In other words, it is necessary to obtain in advance voice print data of all persons who can be considered as their remittance destinations for all users who perform remittance processing at the transaction apparatus, and the voice print is not pre-registered. When remittance is made to a remittance destination, such procedures cannot be completed, and there is a risk of hindering smooth money transactions.

  On the other hand, in the case of a button operation that does not perform confirmation through a call, remittance processing can be performed without determining the legitimacy of the recipient, but this still leaves the problem that fraud damage cannot be prevented.

  That is, in the conventional automatic transaction system, it is impossible to achieve both a function for preventing damage such as fraud and a smooth money transaction, resulting in inconvenience for the user.

  Therefore, the present invention provides a terminal user monitoring device that prevents fraud damage and does not hinder smooth money transactions between legitimate users when performing remittance processing between users using a transaction terminal. The purpose is realization.

  In general, fraudulent acts that pretend to be relatives such as family members or relatives and request cash remittance are often targeted as victims of elderly people whose hearing has declined. As a trick, the scammers guide the victim to call the scammers themselves after disguising the victim's relatives and sending them to the front of the transaction terminal. If the victim trusts it, he goes to the ATM as instructed and calls the fraudster using his mobile phone. Then, when a fraudster receives a call from the victim, the fraudster specifically instructs the operating method of the transaction terminal to perform remittance.

  The same is true for refund fraud that pretends that there is a refund, and it is the elderly who are unfamiliar with the operation of the transaction terminal that are targeted as victims. In this case, the fraudster will be able to return the overpaid money, such as medical insurance, insurance money, tax, etc., pretending to be a social insurance office employee, local government employee, tax officer, etc. Then, after the victim goes to the front of the transaction terminal, he / she is guided to call from there. If the victim trusts this, as in the case of the above-mentioned type, he goes to the ATM as instructed and calls the fraudster using a mobile phone.

  Then, when a fraudster receives a call from a victim who goes to the transaction terminal, he / she operates the transaction terminal skillfully such as “Please operate the ATM as I am”. In the input screen, you can enter a false transfer amount such as `` Enter your PIN here '', and even if the victim operates without thinking that the money will be refunded, Send money to (scammers) account.

Each fraud type instructs the ATM operation while sending the victim to the front of the ATM and talking on the mobile phone.
The terminal user monitoring apparatus of the present invention focuses on the point that such fraudulent activity is performed in response to an instruction from a fraudster using a mobile phone in front of a transaction terminal.

  In order to achieve the above object, a terminal user monitoring apparatus according to the present invention is a terminal user monitoring apparatus that monitors a user of a terminal that can process a remittance transaction, and the user is a mobile phone user. A mobile usage detection unit that detects the situation, a monitoring control unit that determines a warning when the mobile usage detection unit detects, a voice acquisition unit that acquires a voice in the vicinity of the terminal, and a voice when the monitoring control unit determines a warning. A reporting unit for outputting to an external device.

In such a configuration, when the terminal user monitoring device detects a person who uses a terminal that can process a remittance transaction while using a mobile phone, the terminal user monitoring apparatus determines that the user may have encountered fraud. This acts so as to report the voice near the terminal to an external device.
Examples of external devices serving as report destinations include a staff member terminal of a store where a transaction terminal is installed, a central management facility for a transaction terminal, a security company facility, and the like.

  According to such a configuration, by monitoring the user's actions by paying attention to the characteristics of the fraud victim, without causing troublesome procedures such as acquiring in advance data of all persons who can be considered as remittance destinations, The possibility of fraudulent behavior can be detected, and the possibility of encountering fraudulent behavior is determined from the received voice by an external device, and appropriate responses can be taken.

  Preferably, the information processing device further includes an audio processing unit that performs blurring processing so that the audio output from the reporting unit to an external device can be partially recognized, and the reporting unit includes the monitoring control unit. When the alarm is determined, the blurred voice is output.

According to such a configuration, the voice notified to the external device is subjected to the smearing process, and the privacy of the user can be taken into consideration. That is, an elderly person or the like may utter his / her account number or personal identification number, and it is not preferable to output the voice near the transaction terminal to the outside as it is.
Therefore, in the present invention, consideration is given to the privacy of the user by determining that the external device is likely to encounter a fraudulent action based on rough information obtained by confirming unclear voice.

  Further, preferably, the sound processing unit performs a process of partially erasing, disturbing, or silence the sound detected by the detection unit as the blurring process.

  Preferably, the portable usage detection unit includes an image acquisition unit that acquires image data including a head of a user who operates the terminal, and whether the image data indicates an image characteristic of the mobile phone user. And an image determination unit for determining whether or not.

  Further preferably, the reporting unit outputs the image data together with the blurred audio.

  Further, the terminal user monitoring system of the present invention is a terminal user monitoring system for monitoring a user of a terminal capable of performing a remittance transaction, wherein the mobile user detects that the user is a mobile phone user. A detection control unit, a monitoring control unit that determines a warning when the portable usage detection unit detects, a voice acquisition unit that acquires a voice near the terminal, and a notification that transmits the voice to the management device when the monitoring control unit determines a warning A terminal user monitoring device, a communication unit that receives voice from the terminal user monitoring device, a voice processing unit that blurs the received voice, and the blurred voice And a notifying unit for notifying, and a management device having the notifying unit.

  According to the present invention, by monitoring the user's actions by paying attention to the characteristics of the victims of fraud, without causing troublesome procedures such as acquiring in advance data of all persons who can be considered as remittance destinations, The possibility of fraudulent behavior can be detected and reported, and the possibility of encountering fraudulent activity is determined from the received voice by an external device, and appropriate measures can be taken.

  In particular, the privacy of the user can be taken into consideration by performing the smearing process on the voice notified to the external device.

Embodiments of the present invention will be specifically described below with reference to the drawings.
FIG. 1 is a configuration diagram showing a terminal user monitoring system using the terminal user monitoring apparatus of the present invention. The terminal user monitoring system includes an automatic teller machine (ATM) 1, a monitoring camera 2 for photographing an ATM user, a terminal user monitoring device 3 provided in a store where the ATM 1 is installed, and terminal usage. And a management device 5 serving as an external device connected to the person monitoring device 3 via the communication network 4.
In the present embodiment, a CD / ATM corner of a financial institution will be described as an example of the monitoring area. The monitoring area is not limited to this, and may be an installation area of a convenience store where ATM 1 is installed.

  The terminal user monitoring device 3 is installed in a financial institution store, connected to a monitoring camera 2 that can image the front of the ATM 1 that is a terminal capable of performing a remittance transaction. The surveillance camera 2 is built in the ATM1 housing so as to be able to capture images of users of the ATM1. However, the present invention is not limited to this, and an angle of view at which at least the ATM1 user's head can be photographed may be set, and a separate monitoring camera 2 may be installed above the ATM1 housing.

The terminal user monitoring device 3 monitors the behavior of the user before ATM 1 based on the image data input from the monitoring camera 2.
That is, as described above, the fraudulent act of illegally requesting remittance of cash instructs the operation of ATM1 while sending the victim to the front of ATM1 and making a phone call.
If the terminal user monitoring device 3 can detect that the user of the ATM 1 is using the mobile phone, the terminal user monitoring device 3 determines that there is a risk of fraud, and the microphone 30 uses the microphone 30 as a conversation on the mobile phone of the user. A predetermined blurring process is performed on the voice acquired in the vicinity of the voice signal so as to be partially recognized, and a notification signal including the blurred voice is transmitted to the management apparatus.

The management device 5 is installed in a centralized management facility that manages the operation state of the ATM 1 installed in each place and inquiries by the ATM 1 guide phone, and communicates with the terminal user monitoring device 3 and various information. A monitor has a display to display, a speaker for informing and outputting sound information, and an operation unit for performing operation input, and a monitor monitors various information.
The management device 5 includes a database that stores and manages information on each ATM 1, information on a monitoring area where each ATM 1 is installed, information on each terminal user monitoring device 3, and the like.

Based on the notification signal received from the terminal user monitoring device 3, the management device 5 displays the corresponding monitoring area information and the received image on the display and outputs the received sound from the speaker. Then, based on the displayed image and the output sound, the monitoring person determines whether or not the user of ATM1 is suffering from fraud.
If it is determined that the monitor is not a victim of fraud, the monitoring unit operates the operation unit to transmit a stop signal to the terminal user monitoring device 3 via the communication unit, and stops transmission of images and sounds.

On the other hand, if it is determined that there is a possibility of fraud, the confirmation process for the staff in the surveillance area or the corresponding ATM1 guide phone is called to talk to the user and confirm the situation to alert Take necessary measures such as
In addition, if it is not possible to confirm to the staff in the monitoring area or the user via the guide phone, the transaction procedure by the corresponding ATM 1 may be prohibited by operating the operation unit, and warning guidance is displayed on the display unit of the ATM 1 Or a warning broadcast from a speaker in the store.

Here, the voice received by the management device 5 from the terminal user monitoring device 3 is a blur of the conversation on the user's mobile phone, but the monitor may use partially distinguishable words and words, Check whether or not you are scammed by the conversation atmosphere.
In other words, if it can be judged as a conversation at work or a conversation between friends, it is judged that it is not a victim of fraud, and monitoring of the notification signal is terminated, and the operation method seems to be instructed. If there is a possibility of fraud damage, take necessary measures.
The blurred audio will be described later in detail.

<Terminal user monitoring device>
Next, the terminal user monitoring device 3 will be described with reference to FIG. FIG. 2 is a block diagram illustrating a configuration of the terminal user monitoring device 3.
The terminal user monitoring device 3 is connected to the monitoring camera 2 and has a camera interface (camera I / F) 31 as an image acquisition unit to which image data captured by the monitoring camera 2 is input, and a conversation between users of the ATM 1. A voice acquisition unit 32 that includes a microphone 30 that is set in the vicinity of the ATM 1 and that receives a voice signal acquired by the microphone, and a voice processing unit that blurs the input voice signal 33, a report unit 34 connected to the management apparatus 5, and a control unit 35 for controlling these units.

The audio processing unit 33 includes an unsharp processing unit 331 and a compression unit 332. The audio processing unit 33 performs a process of blurring the audio acquired by the audio acquiring unit 32 so as to be partially recognized, and compresses the audio. Function to output to 35.
The blur processing unit 331 converts the input audio signal into digital audio. At this time, the input audio signal is partially sampled to output audio data from which the audio signal is partially erased. The output audio data is generated as a skipped audio that is interrupted every predetermined time, for example, every 3 seconds, with 2 seconds of audio omitted. Such blurring processing results in a blurry voice interrupted every 3 seconds, but it is possible to obtain a voice that can be used by the monitor to determine the words and wording of the user's conversation and the conversation atmosphere.
The compression unit 332 compresses the audio data output from the unclear processing unit 331 with a predetermined codec and outputs the compressed audio data to the control unit 35.

Note that the blurring process performed by the blurring processing unit 331 is not limited to the above-described process. For example, the blurring process may be a process of converting a sound signal into a digital sound and masking the sound data at predetermined time intervals to make silence. For example, the voice data of 2 seconds is masked every 3 seconds, and the voice data is formed by repeating a sound part of 3 seconds and a silent part of 2 seconds.
Further, the blurring process may be a process of converting a sound signal into a digital sound and performing a scrambling process on the sound data at predetermined time intervals to disturb the sound data. For example, 2 seconds of speech is disturbed every 3 seconds to obtain speech data consisting of a repeated portion of 3 seconds of sound and a disturbed portion of 2 seconds.

  The blurring process is not limited to the above-described processes as long as the input audio signal is blurred so that it can be at least partially recognized, and other processing methods such as a variable sampling rate and a variable bit rate are used. It may be realized. Moreover, it is good also as a process by the combination of one of all the processes mentioned above, or all the processes.

  The control unit 35 includes a microcomputer composed of a CPU, ROM, RAM, and the like and peripheral circuits thereof. For this purpose, the control unit 35, as a functional module realized by the microcomputer and the computer program executed on the microcomputer, indicates that the user visited before ATM1 based on the image data and the image of the mobile phone user. It has an image determination unit 351 that determines whether or not it exhibits a feature, and a monitoring control unit 352 that controls the monitoring operation.

An image determination part functions as a portable use detection part of this invention with camera I / F31.
The image determination unit detects that a user has visited before ATM1 when a change area of a predetermined area or more appears in the image data input from the camera I / F 31 in comparison with the background image data acquired in advance. To do. The presence of the user is detected until the change area disappears from the image data. The presence detection of the user is not limited to this, and may be a known mat sensor, a heat ray sensor for detecting the heat ray of the human body, other proximity sensors, or the like.

  When the presence of the user is detected before ATM1, it is determined whether or not the user is talking on the mobile phone. The method for detecting the use of a mobile phone is not limited to an image, and any method may be used. In this embodiment, the image determination unit 351 uses the camera I / F 31 as an image feature of the mobile phone user. The presence of a hand on the side of the user's face is detected from the image data input from. In other words, the image determination unit 351 extracts an oval region including a skin color from the image data input from the camera I / F 31 as a face region, and a skin color region similar to the face exists on either side of the face region. It is determined whether or not to do so. If a skin color area similar to the face is extracted on either the left or right side of the face area from the input image data, it is determined that the mobile phone is being used, and the mobile detection signal is output to the monitoring control unit and cannot be extracted. In this case, it is determined that the mobile phone is not used, and a mobile undetected signal is output.

  The monitoring control unit 352 determines from the output of the image determination unit 351 whether or not there is a possibility that the user of ATM1 has encountered a fraudulent act. If there is a possibility that a fraudulent activity has been encountered, an alarm is determined and a notification signal including the audio data output from the audio processing unit 33 and the image data input from the camera I / F 31 is sent from the notification unit 34 to the management device 5. Send. The signal transmitted to the management device 5 includes identification information that can identify the terminal user monitoring device 3.

<Description of operation>
Next, the operation of the terminal user monitoring device 3 configured as described above will be described. FIG. 3 is a flowchart showing the operation of the user monitoring program executed by the terminal user monitoring device 3.
The image determination unit 351 determines whether there is a user before ATM1 (step ST1). If a change area of a predetermined area or more is detected in the image data, it is determined that there is a user before ATM1 (step ST1-Yes).

  Then, when a predetermined large oval area including the skin color is extracted as a face area from the change area, and a skin color area similar to the face is extracted on either the left or right side of the face area, the image determination unit 351 performs the cellular phone. The mobile phone detection signal is output to the monitoring controller 352 (step ST2-Yes). On the other hand, if the use of the mobile phone cannot be determined, a mobile undetected signal is output to the monitoring control unit 352, the process returns to step 1 (step ST2-No), and the presence / absence of the user is determined again.

  When the mobile phone detection signal is input from the image determination unit 351, the monitoring control unit 352 counts a preset monitoring time (for example, 10 seconds), and whether or not the mobile phone is being used during this time. Whether or not is monitored (step ST3). If the determination that the mobile phone detection signal is not received and the mobile phone is being used by the mobile detection signal continues during the monitoring time (step ST3-Yes), the ATM1 user encounters fraud. It is determined that there is a possibility that the alarm has occurred, and an alarm is determined (step ST4).

  When the alarm control is determined, the monitoring control unit 352 activates a timing unit (not shown) to start timing (step ST5). Then, the sound acquired by the sound acquisition unit 32 is output to the sound processing unit 33, and the sound processing unit 33 converts the input sound signal into digital sound and executes a process of blurring (step ST6). As the blurring process, for example, a process of outputting audio data from which an audio signal has been partially erased is executed. Note that other processing may be executed as the blurring processing as described above.

  The blurred voice is compressed by the voice processing unit 33 (step ST7). Then, the obtained audio data and image data input from the camera interface (camera I / F) are sequentially transmitted from the notification unit 34 to the management device as a notification signal (step ST8).

  Thereby, the voice of the user of the ATM 1 who uses the mobile phone is transmitted to the management device 5 as unclear voice data that can be partially recognized. The notification signal transmitted to the management device 5 is confirmed by a monitor, the presence or absence of fraud is determined, and necessary measures are taken.

  Here, if the time measured by the time measuring means has passed the predetermined time (step ST9-Yes), the transmission of the audio data and the image data by the reporting unit 34 is stopped (step ST11), and the process is terminated. The predetermined time measured by the time measuring means is the maximum time for continuously reporting the sound data and image data in the vicinity of ATM 1 to the management device 5, and is set to 5 minutes, for example.

On the other hand, if the time measured by the time measuring means has not reached the predetermined time in step ST9 (step ST9-No), it is determined whether or not a stop signal has been received from the management device 5 (step ST10). If the stop signal has not been received from the management apparatus 5 (step ST10-No), the process returns to step ST6, and the audio signal is continuously blurred and transmitted to the management apparatus 5.
If a stop signal is received from the management apparatus 5 (step ST10-Yes), transmission of the report signal by the report part 34 will be stopped (step ST11), and a process will be complete | finished.

As described above, according to the terminal user monitoring device 3 of the present embodiment, paying attention to the characteristic of receiving an instruction from a fraudster using a mobile phone, a user of ATM1 uses the mobile phone. In this case, since the image and sound can be reported, the management device 5 that has received the report can appropriately respond, and can prevent damages caused by fraud.
In particular, by performing smearing processing on the sound reported to the management device 5, even if the ATM1 user utters a personal identification number or account number, it can be prevented from being leaked. Can be considered privacy.

In the above-described embodiment, the terminal user monitoring device 3 blurs the audio signal and transmits it to the management device 5. For this reason, a high-speed CPU and a sound processing circuit are required which have a large load on the sound processing unit 33. Therefore, a configuration may be adopted in which the management apparatus 5 includes an audio processing section including an unsharp processing section, and the management apparatus 5 performs an unsharpening process.
In this case, the voice processing unit of the terminal user monitoring device 3 compresses the voice signal acquired by the voice acquisition unit 32 and input to the voice processing unit with a predetermined codec, and outputs the compressed signal to the control unit 35. The monitoring control unit 352 transmits a notification signal including the input image data and audio data from the notification unit 34 to the management device 5. In the management apparatus 5, the voice processing unit decompresses the voice data included in the received notification signal, performs the above-described smearing process, and outputs the smeared voice from the speaker.
By comprising in this way, it becomes unnecessary to provide the terminal user monitoring apparatus 3 with a blurring process part, In addition to the effect of this embodiment mentioned above, the load of the terminal user monitoring apparatus 3 is reduced, CPU, There is an effect that an inexpensive voice processing circuit can be employed.

  In the above-described embodiment, the terminal user monitoring device 3 is configured separately from the ATM 1. However, the terminal user monitoring device 3 may be installed in the casing of the ATM 1 or configured to be incorporated in the control unit of the ATM 1. It may be.

Diagram showing the configuration of the terminal user monitoring system Block diagram showing the configuration of the terminal user monitoring device Flow chart showing operation of terminal user monitoring device

Explanation of symbols

1 ... Automatic teller machine (ATM)
2 ... surveillance camera 3 ... terminal user monitoring device 30 ... microphone 4 ... communication network 5 ... management device

Claims (5)

A terminal user monitoring device that monitors a user of a terminal that can process a remittance transaction,
A mobile use detector that detects that the user is a mobile phone user;
A monitoring control unit for determining an alarm when the portable use detection unit detects,
An audio acquisition unit for acquiring audio in the vicinity of the terminal;
A voice processing unit that performs blurring processing so that the conversation of the mobile phone user can be partially recognized with respect to the voice;
A notification unit for outputting a sound the monitoring control unit is the smearing process and determine alert to an external device,
A terminal user monitoring device comprising:
The terminal user monitoring apparatus according to claim 1, wherein the voice processing unit performs a process of erasing, disturbing, or muting the voice detected by the voice acquisition unit at predetermined time intervals as the blurring process.
The portable use detector is
An image acquisition unit for acquiring image data including a head of a user who operates the terminal;
An image determination unit for determining whether or not the image data indicates an image characteristic of a mobile phone user;
Terminal user monitoring device according to claim 1 or 2 comprising a.
The terminal user monitoring apparatus according to claim 3, wherein the reporting unit outputs the image data together with the blurred voice.
A terminal user monitoring system for monitoring terminal users who can process money transfers,
A mobile use detector that detects that the user is a mobile phone user;
A monitoring control unit for determining an alarm when the portable use detection unit detects,
An audio acquisition unit for acquiring audio in the vicinity of the terminal;
A terminal user monitoring device comprising: a notification unit that transmits the voice to a management device when the monitoring control unit determines an alarm;
A communication unit for receiving voice from the terminal user monitoring device;
A voice processing unit that performs a blurring process so that the conversation of the mobile phone user can be partially recognized with respect to the received voice;
A terminal user monitoring system comprising: a management device having a notification unit that notifies the unblurred voice.

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