JP6209875B2 - Information processing apparatus, information processing system, and program - Google Patents

Description

  The present invention relates to an information processing apparatus, an information processing system, an information processing method, and a program.

  2. Description of the Related Art Conventionally, various techniques for controlling customer reception have been proposed for the purpose of shortening customer waiting time and improving the efficiency of window operations in financial institutions, for example.

  For example, Patent Document 1 discloses a technique for reflecting a delay time notified from a customer terminal on a scheduled numbering time and a calling time with respect to a scheduled visit time reserved by a customer. Further, in Patent Document 2, the priority of a customer is determined according to customer information, a high-priority excellent customer is guided to an excellent customer-dedicated contact point, and a low-priority customer and a general customer are directed to a general customer-dedicated contact point. A technique for navigating to a device is disclosed.

JP2012-243278 JP2002-074005

  However, the above technique cannot reduce the unfairness of the customer when the customer is called based on the operation of the information processing terminal by the customer. For example, in the above technique, it is not possible to control the numbering of the customer's calling number depending on whether or not the user is used to operating the information processing terminal. For this reason, for example, in the case where a customer is called after the operation of the information processing terminal by the customer is completed, if the customer who came after the store first completes the operation, the customer who visited the store later Will be called first, so there is a risk that customers who come to the store may feel unfair.

  Therefore, the present invention has been made in view of the above problems, and an object of the present invention is to alleviate unfairness when calling a customer based on an operation of an information processing terminal by the customer. It is another object of the present invention to provide a new and improved information processing apparatus, information processing system, information processing method, and program.

In order to solve the above-mentioned problem, according to one aspect of the present invention, a loan was made to a first customer who visited a facility and a second customer who visited the facility after the first customer. an operation status monitoring section for monitoring the operation status of the information processing terminal, and the determining operation condition determining unit value corresponding to the operation status of the information processing terminal according to the second customer to or greater than the threshold value, the When the first customer belongs to the first segment, when the operation status determination unit determines that the value according to the operation status of the information processing terminal is equal to or greater than the threshold value , If the first customer's call number is assigned and the first customer belongs to the second segment, the first customer's operation is terminated and the first customer in the numbering system 1 customer call number E Bei a call number numbering unit which turn to the said first segment is unfamiliar customer segments to an operation of the information processing terminal, said second segment, belonging to the first segment There is provided an information processing apparatus that is a segment of a customer who is determined to be used to the operation of the information processing terminal as compared with a customer .

  The operation status determination unit determines whether the number of the second customers who have completed the operation in the information processing terminal is equal to or greater than a threshold, and the call number numbering unit is determined by the operation status determination unit. When it is determined that the number of the second customers who have completed the operation is equal to or greater than the threshold value, the calling number of the first customer may be assigned.

  The second customer is a plurality of customers, and the operation status determination unit determines whether a value corresponding to the number of input transaction items input by the second customer at the information processing terminal is equal to or greater than a threshold value. The call number numbering unit determines the first customer when the operation status determination unit determines that the value corresponding to the number of input transaction items is greater than or equal to the threshold value. May be numbered.

  The operation status determination unit further determines whether or not a value corresponding to an operation status of the information processing terminal by the first customer exceeds an operation reference value, and the call number numbering unit is configured to determine the operation status. If the determination unit determines that the operation reference value has been exceeded, the call number of the first customer may be assigned.

  The operation reference value may be a reference value related to an operation time of the information processing terminal.

  The operation reference value may be a reference value related to a ratio of items input at the information processing terminal with respect to input items for transactions.

  The information processing apparatus further includes a database management unit that acquires a call number recorded in a database, and the call number numbering unit is arranged so that the call order is later than the call number acquired by the database management unit. The call number of the first customer may be assigned, and the database management unit may additionally register the number assigned by the call number assignment unit in the database.

Moreover, in order to solve the said subject, according to another viewpoint of this invention, it has a reception apparatus and an information processing apparatus, and the said reception apparatus is the 1st customer who visited the facility, and the said 1st A reception unit that receives a second customer who visits the facility after the customer, and the information processing device displays an operation status of the information processing terminal lent to the first customer and the second customer, respectively. An operation status monitoring unit to be monitored, an operation status determination unit that determines whether or not a value corresponding to the operation status of the information processing terminal by the second customer is greater than or equal to a threshold, and the first customer is the first If the operation status determination unit determines that the value corresponding to the operation status of the information processing terminal is equal to or greater than the threshold , the first customer call in one numbering system numbered with the number, and, before If the first customer belongs to the second segment, and the call number numbering unit operation of the first customer numbering the call number of the first customer in the number system when finished , Bei example, said first segment is unfamiliar customer segments to an operation of the information processing terminal, said second segment, the information processing terminal as compared to the customer belonging to the first segment An information processing system is provided , which is a segment of customers who are determined to be used to the operation .

In order to solve the above problem, according to another aspect of the present invention, a computer is provided to a first customer who visits a facility, and a second customer who visits the facility after the first customer. An operation status monitoring unit that monitors the operation status of the information processing terminal lent to each, and an operation for determining whether or not a value according to the operation status of the information processing terminal by the second customer is equal to or greater than a threshold value When the situation determination unit and the first customer belong to the first segment, the operation status determination unit determines that the value corresponding to the operation status of the information processing terminal is equal to or greater than the threshold value When the first customer's call number is assigned in one numbering system and the first customer belongs to the second segment, the operation of the first customer is completed. In the numbering system, the first Call number numbering unit for numbering the call number of the customer, to function as, a program, wherein the first segment is unfamiliar customer segments to an operation of the information processing terminal, the second The segment is a segment of a customer who is determined to be more familiar with the operation of the information processing terminal than the customer belonging to the first segment .

  As described above, according to the present invention, unfairness can be alleviated in a scene where a customer is called based on an operation of an information processing terminal by the customer.

It is explanatory drawing which showed the structure of the information processing system by embodiment of this invention. It is explanatory drawing which showed the hardware constitutions of the management server by the embodiment. It is explanatory drawing which showed an example of the structure of the database by the embodiment. It is explanatory drawing which showed an example of the structure of the customer information table by the embodiment. It is explanatory drawing which showed an example of the structure of the terminal management table by the embodiment. It is explanatory drawing which showed an example of the structure of the call number table by the embodiment. It is the functional block diagram which showed the structure of the management server by the embodiment. It is the functional block diagram which showed the structure of the reception terminal by the embodiment. FIG. 6 is a sequence diagram showing a part of the overall operation according to the embodiment. FIG. 6 is a sequence diagram showing a part of the overall operation according to the embodiment. 7 is a flowchart showing an example of an operation of “call numbering processing” according to the embodiment. It is a flowchart which shows an example of operation | movement of the "call number numbering process" by the modification of this invention.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

Further, the “DETAILED DESCRIPTION OF THE INVENTION” will be described according to the following item order.
1. 1. Basic configuration of information processing system 2. Detailed Description of Embodiments Modified example

<1. Basic Configuration of Information Processing System>
The present invention can be implemented in various forms as will be described in detail in “2. Detailed Description of Embodiments” as an example. In the following, first, the basic configuration of the information processing system according to the present embodiment will be described with reference to FIG.

  As shown in FIG. 1, the information processing system according to the present embodiment includes a management server 10 (information processing apparatus), a communication network 12, a database 20, a reception terminal 30 (reception apparatus), a wireless AP 32, and an information processing terminal 40. Including. In the following description, the information processing system according to the present embodiment will be described mainly with reference to an example in which the information processing system is applied to a financial institution including the center 2 and the sales office 4 (facility). However, the present invention is not limited to such an example, and the information processing system according to the present embodiment can be widely applied to, for example, government agencies, hospitals, mobile phone stores, and the like.

[1-1. Management server 10]
The management server 10 is a device for managing customer information and the lending status of the information processing terminal 40 lent to the customer. The management server 10 has a hardware configuration as shown in FIG.

  As shown in FIG. 2, the management server 10 includes a CPU (Central Processing Unit) 150, a ROM (Read Only Memory) 152, a RAM (Random Access Memory) 154, an internal bus 156, an input / output interface 158, and an HDD (Hard Disk). Drive) 160 and network interface 162.

  CPU150 is comprised as an example of the control part 100 mentioned later, for example. The CPU 150 functions as an arithmetic processing unit and a control unit, and controls the overall operation in the management server 10 according to various programs. The CPU 150 may be a microprocessor.

  The ROM 152 stores programs used by the CPU 150, calculation parameters, and the like. The RAM 154 temporarily stores programs used in the execution of the CPU 150, parameters that change as appropriate during the execution, and the like. The CPU 150, the ROM 152, and the RAM 154 are connected to each other by an internal bus 156 that includes a CPU bus or the like.

  The input / output interface 158 connects the HDD 160 and the network interface 162 to the internal bus 156. For example, the HDD 160 exchanges data with the RAM 154 or the like via the input / output interface 158 and the internal bus 156.

  The HDD 160 is, for example, a data storage device configured as an example of the storage unit 112 described later. The HDD 160 may include a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, a deletion device that deletes data recorded on the storage medium, and the like. The HDD 160 stores programs executed by the CPU 150 and various data.

  The network interface 162 is a communication interface configured by, for example, a communication device for connecting to the communication network 12, and is configured as an example of the communication unit 110 described later. The network interface 162 may be a wireless LAN compatible communication device, an LTE (Long Term Evolution) compatible communication device, or a wire communication device that performs wired communication.

[1-2. Communication network 12]
The communication network 12 is a wired or wireless transmission path for information transmitted from a device connected to the communication network 12. For example, the communication network 12 may include a public line network such as a telephone line network, the Internet, a satellite communication network, various local area networks (LANs) including the Ethernet (registered trademark), a wide area network (WAN), and the like. . Further, the communication network 12 may include a dedicated line network such as an IP-VPN (Internet Protocol-Virtual Private Network).

[1-3. Database 20]
The database 20 is a device in which customer information, information related to the rental status of the information processing terminal 40, and the like are recorded. As shown in FIG. 3, the database 20 includes a customer information table 200, a terminal management table 202, and a call number table 204.

(1-3-1. Customer information table 200)
The customer information table 200 is a table in which customer information of each customer is recorded. Here, a configuration example of the customer information table 200 will be described with reference to FIG. As shown in FIG. 4, in the customer information table 200, for example, an account number 2000, name 2002, age 2004, gender 2006, and Internet banking registration presence / absence 2008 are recorded in association with each other. Here, in the account number 2000, the account number of the account owned by the customer is recorded. In addition, in the Internet banking registration presence / absence 2008, the registration status of the customer to Internet banking is recorded.

  For example, in the data of the first record in FIG. 4, the account number of the account held by the customer is “0001”, the name of the customer is “Taro Oki”, the age is “40 years old”, and the gender is “male” ”And“ Registered ”in Internet banking.

(1-3-2. Terminal management table 202)
The terminal management table 202 is a table in which the lending status of the information processing terminal 40 is recorded. Here, a configuration example of the terminal management table 202 will be described with reference to FIG. As shown in FIG. 5, in the terminal management table 202, for example, a terminal management number 2020, a lending status 2022, a customer name 2024, a lending time 2026, a transaction type 2028, and a transaction progress rate 2030 are recorded in association with each other. Here, in the terminal management number 2020, an identification number assigned to the information processing terminal 40 is recorded. In the lending status 2022, whether or not the information processing terminal 40 is being lent is recorded. In the customer name 2024, the name of the customer from whom the information processing terminal 40 is lent is recorded. Also, in the lending time 2026, the time that the information processing terminal 40 is lent is recorded. The transaction type 2028 records the type of transaction currently input by the customer at the information processing terminal 40. Further, the transaction progress rate 2030 records the progress rate of the transaction input by the customer.

  For example, in the data of the first record in FIG. 5, the terminal management number of the information processing terminal 40 is “1001”, and is currently “rented” to a customer named “Taro Oki”. "Indicates that this has elapsed. Moreover, it is shown that the customer is currently inputting “transfer transaction” and the transaction progress rate is “50%”.

(1-3-3. Call number table 204)
The call number table 204 is a table in which, for example, call numbers for calling a customer to the sales office 4 are recorded. Here, a configuration example of the call number table 204 will be described with reference to FIG. As shown in FIG. 6, in the call number table 204, for example, a call number 2040, a customer name 2042, an operation status 2044, and a call status 2046 are recorded in association with each other. Here, in the call number 2040, the call number assigned to call the customer is recorded. In the customer name 2042, the name of the customer to be called is recorded. The operation status 2044 records the operation status of the information processing terminal 40 by the customer to be called. The call status 2046 records information such as whether it has been called, is currently being called, or has not been called yet.

  For example, in the data of the first record in FIG. 6, the call number is “301”, the name of the customer to be called is “Ichiro Tanaka”, and the operation of the information processing terminal 40 by the customer is “completed”. , Indicating that the call is also "completed".

[1-4. Reception terminal 30]
The reception terminal 30 is a dedicated terminal for customer reception installed in the sales office 4. A customer who has arrived at the sales office 4 can register to obtain a calling number by, for example, an operation on a touch panel provided in the reception terminal 30.

[1-5. Wireless AP32]
The wireless AP 32 is a wireless device for connecting a wireless terminal such as the information processing terminal 40 to the communication network 12 in the sales office 4. The wireless AP 32 performs wireless communication in accordance with a standard such as IEEE 802.11a / b / g / n.

[1-6. Information processing terminal 40]
The information processing terminal 40 is a portable terminal that is lent to a customer. The information processing terminal 40 includes, for example, a touch panel that displays a display screen or receives a user input, a network interface for performing wireless communication, and the like. The customer can input information related to a desired transaction by operating the information processing terminal 40, for example. The information processing terminal 40 may be a tablet terminal, for example.

  Note that the information processing system according to the present embodiment is not limited to the configuration described above. For example, instead of being configured as an independent device, the database 20 may be stored in the storage unit 112 of the management server 10 described later or another device. Further, the management server 10 may be installed in the sales office 4 instead of being installed in the center 2.

[1-7. Organize issues]
By the way, in embodiment of this invention, it assumes that the information processing terminal 40 is lent to all the customers who visited the sales office 4 in principle. Then, based on the transaction information input from the information processing terminal 40 by the customer, a procedure required for the completion of the transaction, such as explanation of important matters, is performed by the clerk at the window. In such a situation, it is desirable to be able to call customers fairly at the window.

(1-7-1. First Comparative Example)
As a first comparative example of the present invention, there can be considered a method of calling customers to a window in the order of visiting the sales office 4. However, in the first comparative example, there is a possibility that the customer may be called before input by the customer at the information processing terminal 40 is completed, and there is a problem that business delay may occur at the window.

(1-7-2. Second comparative example)
Further, as a second comparative example of the present invention, a method of calling customers at a window in the order in which operations are completed in the information processing terminal 40 can be considered. However, in the second comparative example, if the “customer who visited later” is more familiar with the operation of the information processing terminal 40 than the “customer who visited first”, the “customer who visited later” There is a possibility that the operation is completed before the “customer who visited the store first” and the “customer who visited the store later” is called to the window first. In this case, since the “customer who visited the store first” may be waiting for a call, the “customer who visited the store first” has an unfair feeling.

  Accordingly, the management server 10 according to the embodiment of the present invention has been created with the above circumstances in mind. The management server 10 can relieve unfairness when calling a customer based on the operation of the information processing terminal 40 by the customer. Hereinafter, such an embodiment of the present invention will be described in detail.

<2. Detailed Description of Embodiment>
[2-1. Constitution]
(2-1-1. Management Server 10)
Next, the configuration according to the present embodiment will be described in detail. FIG. 7 is a functional block diagram showing the configuration of the management server 10 according to the present embodiment. As illustrated in FIG. 7, the management server 10 includes a control unit 100, a communication unit 110, and a storage unit 112. The control unit 100 includes an operation status monitoring unit 102, an operation status determination unit 104, a call number numbering unit 106, and a database management unit 108.

-Control unit 100-
The control unit 100 has a function of generally controlling the operation of the management server 10 using hardware such as the CPU 150 and the RAM 154 built in the management server 10. For example, the control unit 100 controls operations of the communication unit 110 and the storage unit 112.

-Operation status monitoring unit 102-
The operation status monitoring unit 102 monitors the operation status of the information processing terminal 40 lent to the customer. For example, the operation status monitoring unit 102 monitors the progress of the operation based on the reception interval of input information received from the information processing terminal 40.

-Operation status determination unit 104-
The operation status determination unit 104 operates the information processing terminal 40 by a second customer (hereinafter also referred to as “customer who visited the store” later) who visited the sales office 4 after the first customer (hereinafter also referred to as a target customer). It is determined whether or not a value corresponding to the situation is equal to or greater than a threshold value. For example, the operation status determination unit 104 determines whether or not the number of “customers who visited the store later” who have completed the operation on the information processing terminal 40 is equal to or greater than a threshold value. Note that the threshold value may be predetermined as a predetermined value by a manager of a financial institution, for example, or may be automatically calculated by the management server 10 based on past results, for example.

  Further, the operation status determination unit 104 determines whether or not a value corresponding to the number of transaction items input at the information processing terminal 40 by a plurality of “customers who visited the store later” is equal to or greater than a threshold value. More specifically, the operation status determination unit 104 determines whether or not the total value of the input number of transaction items input at the information processing terminal 40 by a plurality of “customers who visited later” is equal to or greater than a threshold value. .

  As a modification, the operation status determination unit 104 determines whether the value according to the operation status of the information processing terminal 40 by the target customer exceeds the operation reference value instead of the above-described determination or in combination with the above-described determination. It is also possible to determine whether or not. Here, the value corresponding to the operation status of the information processing terminal 40 may be, for example, an elapsed time from when a predetermined start button displayed on the information processing terminal 40 is selected by the target customer to the current time. . In addition, the operation reference value may be a reference value for the operation time of the information processing terminal 40 such as 10 minutes for one transaction. Alternatively, the operation reference value may be a reference value for the operation time of the information processing terminal 40 that is predetermined for each transaction type, such as 5 minutes for a transfer transaction and 8 minutes for a new application.

-Call number numbering unit 106-
The call number numbering unit 106 numbers the call number of the target customer when the operation state determination unit 104 determines that the value corresponding to the operation state of the information processing terminal 40 is equal to or greater than the threshold value. For example, when the operation status determination unit 104 determines that the number of “customers who visited the store later” who completed the operation is equal to or greater than the threshold, the call number numbering unit 106 assigns the call number of the target customer. To do. If the operation status determination unit 104 determines that the value corresponding to the number of transaction items input by “customer who visited later” is equal to or greater than the threshold, the call number numbering unit 106 Number of call.

  According to these numbering methods, even if the target customer has not completed the operation, a certain order of calling can be ensured according to the operation status of the “customer who visited the store later”. For this reason, it becomes possible to make a fair call between the target customer and the “customer who came later”.

  In addition, the call number numbering unit 106 can also switch the numbering method of the customer's call number according to the operation segment to which the customer belongs. For example, when the target customer belongs to the first segment, the call number numbering unit 106 determines that the value corresponding to the operation status of the information processing terminal 40 of “customer who visited the store later” is equal to or greater than the threshold value. If it is determined by the determination unit 104, the calling number of the target customer is numbered. In addition, when the target customer belongs to the second segment, the call number numbering unit 106, when the operation of the target customer ends, regardless of the operation status of the “customer who visited later” Number the call number. Here, the second segment may be a segment of a customer who is determined to be more familiar with the operation of the information processing terminal 40 than a customer belonging to the first segment.

  According to this numbering example, for example, if the target customer belongs to the first segment, that is, only when the target customer is unfamiliar with the operation, the target customer can be preferentially numbered, so a more fair call is possible. become. As to which operation segment the customer belongs to, for example, the control unit 100 may include information such as the age and Internet banking registration status recorded in the customer information table 200, and the past recorded in the database 20. The determination may be made based on the input results of. For example, the control unit 100 may determine that the customer belongs to the first segment when the customer is elderly. The control unit 100 may determine that the customer belongs to the second segment when the customer is registered for Internet banking. Information indicating which operation segment the customer belongs to may be recorded in advance in the customer information table 200, for example.

  In addition, the call number numbering unit 106 assigns the call number of the target customer so that the call order is behind the call number acquired by the database management unit 108 (to be described later), for example, one after. It is possible.

  As a modification, when the operation status determination unit 104 determines that the value according to the operation status of the information processing terminal 40 by the target customer exceeds the operation reference value, the call number numbering unit 106 It is also possible to assign customer call numbers.

-Database management unit 108-
The database management unit 108 manages information recorded in the database 20. For example, the database management unit 108 acquires the call number recorded in the database 20. Further, the database management unit 108 additionally registers the number assigned by the call number assignment unit 106 in the database.

-Communication unit 110-
The communication unit 110 transmits / receives information to / from various devices connected to the communication network 12 via the communication network 12, for example. For example, the communication unit 110 transmits the call number assigned by the call number assignment unit 106 to the information processing terminal 40.

-Storage unit 112-
The storage unit 112 stores various software such as an application for managing the database 20 and various data, for example. As described above, the storage unit 112 can also store the database 20.

  According to the present embodiment, it is also possible to provide a computer program for causing the hardware such as the CPU 150, the ROM 152, and the RAM 154 built in the management server 10 to perform the same functions as the components of the management server 10 described above. It is. A storage medium storing the computer program is also provided.

  The configuration of the management server 10 according to the present embodiment has been described above, but is not limited to the configuration described above. For example, any one or more of the communication unit 110 and the storage unit 112 may not be included in the management server 10 and may be provided in another device.

(2-1-2. Reception terminal 30)
Next, the configuration of the reception terminal 30 according to the present embodiment will be described. FIG. 8 is a functional block diagram showing the configuration of the reception terminal 30. As illustrated in FIG. 8, the reception terminal 30 includes a control unit 300, a communication unit 310, an operation display unit 312, a passbook mechanism unit 314, a card mechanism unit 316, and a barcode reading unit 318. In addition, the control unit 300 includes a reception unit 302.

-Control unit 300-
The control unit 300 has a function of generally controlling the operation of the reception terminal 30 using hardware such as a CPU and a RAM built in the reception terminal 30. For example, the control unit 300 controls the operation of each component such as the communication unit 310.

-Reception unit 302-
The reception unit 302 performs reception processing for a customer who has visited the sales office 4 based on, for example, reading a cash card by a card mechanism unit 316 described later.

-Communication unit 310-
The communication unit 310 transmits / receives information to / from various devices connected to the communication network 12 via the communication network 12, for example. For example, the communication unit 310 transmits the account number of the cash card read by the card mechanism unit 316 described later to the management server 10.

-Operation display unit 312-
The operation display unit 312 includes a function as a display unit that displays a guidance screen for an operation by a customer and a customer operation unit that detects a customer operation. The function as the display unit is realized by, for example, a CRT (Cathode Ray Tube) display device, a liquid crystal display (LCD) device, or an OLED (Organic Light Emitting Diode) device. Moreover, the function as a customer operation part is implement | achieved by the touch panel, for example.

-Passbook mechanism part 314-
The bankbook mechanism unit 314, for example, reads out recorded contents, records transaction information, and the like with respect to a bankbook inserted by a customer with respect to a bankbook insertion port (not shown) provided in the reception terminal 30, according to an instruction from the control unit 300. Performs various operations such as bankbook discharge.

-Card mechanism part 316-
The card mechanism unit 316 reads and writes data recorded on a magnetic stripe of a card inserted into a card insertion slot (not shown) provided in the reception terminal 30 or an IC (Integrated Circuit) chip.

-Barcode reading unit 318-
The barcode reading unit 318 has a function of reading information recorded on the barcode by imaging the barcode displayed on the display of the information processing terminal 40, for example.

[2-2. Operation]
(2-2-1. Overall operation)
The configuration according to this embodiment has been described above. Subsequently, an operation according to the present embodiment will be described. FIG. 9 is a sequence diagram showing a part of the overall operation according to the present embodiment. As shown in FIG. 9, first, a customer who has arrived at the sales office 4 inserts a cash card or a passbook into the reception terminal 30 (S101).

  Subsequently, the card mechanism unit 316 or the passbook mechanism unit 314 reads customer account information from the inserted cash card or passbook. Then, the communication unit 310 transmits the read account information to the management server 10 (S102). Note that the communication unit 310 may further transmit, for example, a password input to the operation display unit 312 by the customer to the management server 10.

  Subsequently, the control unit 100 of the management server 10 authenticates the customer based on the account information received from the reception terminal 30 (S103). When the customer is not authenticated (S103: No), the control unit 100 causes the communication unit 110 to transmit an authentication failure message to the reception terminal 30. Then, the reception terminal 30 repeats the operation of S101 again.

  On the other hand, when the customer is authenticated (S103: Yes), the control unit 100 operates the customer based on information on operation characteristics recorded in the customer information table 200 such as age and registration status of Internet banking. A segment is determined (S104). As a modification, when information related to a customer operation segment is recorded in the customer information table 200, the database management unit 108 may acquire this information from the customer information table 200.

  Subsequently, the communication unit 110 transmits information indicating permission to lend the information processing terminal 40 to the customer and information on the operation segment of the customer to the information processing terminal 40 lent to the customer (S105).

  Subsequently, the person in charge of the sales office 4 lends the information processing terminal 40 to the customer. Thereafter, the customer operates the information processing terminal 40 to display a barcode on the display screen (S106). The bar code includes information indicating that the information processing terminal 40 has been lent.

  Thereafter, the customer holds the information processing terminal 40 over the barcode reading unit 318 of the reception terminal 30. Then, the barcode reading unit 318 reads the barcode displayed on the information processing terminal 40 (S107).

  Subsequently, the communication unit 310 transmits the information read from the barcode to the management server 10 (S108). Then, the database management unit 108 of the management server 10 sets the value of the lending status 2022 corresponding to the corresponding information processing terminal 40 to “lending” based on the information received from the receiving terminal 30, for example. The management table 202 is updated (S109).

  Next, operations after S109 will be described with reference to FIG. After S109, the control unit 100 of the management server 10 transmits a transaction screen for inputting transaction information to the information processing terminal 40 (S111).

  Subsequently, the information processing terminal 40 displays the transaction screen received from the management server 10 (S112). Thereafter, the customer inputs transaction information on the transaction screen. Each time the “input completion button” is selected on each display screen provided for one transaction, the information processing terminal 40 transmits information input on each display screen to the management server 10 (S113). .

  Subsequently, the control unit 100 of the management server 10 performs “call numbering processing” described later. Then, the communication unit 110 transmits the numbered call number to the information processing terminal 40 (S114).

  Subsequently, the information processing terminal 40 displays the call number received from the management server 10 (S115).

Thereafter, the control unit 100 of the management server 10 determines that the calling order of the customer has arrived.
The calling message is transmitted to the information processing terminal 40 by the communication unit 110 (S116).

  Subsequently, the information processing terminal 40 displays a call screen including the call message received from the management server 10 (S117). After confirming the display of the calling screen, the customer goes to the window and performs a procedure for completing the transaction.

(2-2-2. Calling number numbering process)
Next, with reference to FIG. 11, the operation of “call numbering processing” in S114 will be described in detail. As shown in FIG. 11, first, the control unit 100 of the management server 10 determines whether or not the operation segment determined in S <b> 104 is the first segment, that is, the customer is unfamiliar with the operation of the information processing terminal 40. It is determined whether or not (S201).

  When it is determined that the customer is unfamiliar with the operation (S201: Yes), the operation state determination unit 104 determines whether the operation by the customer is completed based on the confirmation result by the operation state monitoring unit 102. (S202). When it is determined that the operation is completed (S202: Yes), the management server 10 performs an operation of S204 described later. On the other hand, when it is determined that the operation has not been completed (S202: No), the operation status determination unit 104 confirms the operation status monitoring unit 102 and completes the operation of the “customer who visited the store later”. It is determined whether or not the number of persons is equal to or greater than a threshold (S203). Alternatively, the operation status determination unit 104 may determine whether or not the total value of the input number of transaction items input at the information processing terminal 40 by a plurality of “customers who visited the store later” is equal to or greater than a threshold value.

  When it is determined that the conditional expression in S203 is not satisfied (S203: No), the management server 10 repeats the operation in S202 again.

  On the other hand, when it is determined that the conditional expression of S203 is satisfied (S203: Yes), the call number numbering unit 106 numbers the customer's call number (S204).

  Subsequently, the operation status determination unit 104 determines whether the operation by the customer is completed based on the confirmation result by the operation status monitoring unit 102 (S205). When it is determined that the operation has not been completed (S205: No), the operation status determination unit 104 repeats the operation of S205. On the other hand, when it is determined that the operation is completed (S205: Yes), the communication unit 110 transmits the call number assigned in S204 to the information processing terminal 40 operated by the customer (S206).

  When it is determined that the customer is not unfamiliar with the operation in S201 (S201: No), the operation status determination unit 104 determines whether the operation by the customer is completed based on the confirmation result by the operation status monitoring unit 102. Determination is made (S207). When it is determined that the operation has not been completed (S207: No), the operation status determination unit 104 repeats the operation of S207. On the other hand, when it is determined that the operation is completed (S207: Yes), the call number numbering unit 106 numbers the customer's call number (S208). Thereafter, the control unit 100 performs the operation of S206.

[2-3. effect]
As described above, for example, as described with reference to FIGS. 7, 9 to 11, etc., the management server 10 according to the present embodiment operates the information processing terminal 40 that has been lent to customers visiting the sales office 4. And determines whether or not the value according to the operation status of the information processing terminal 40 by the “customer who visited the store later” is equal to or greater than the threshold, and the value according to the operation status of the information processing terminal 40 is If it is determined that the number is equal to or greater than the threshold, the call number of the target customer is assigned. For this reason, even if the target customer has not completed the operation, a certain calling order can be secured according to the operation status of the “customer who visited the store later”. For this reason, a fair call can be realized between the target customer and the “customer who visited later”.

  In addition, when the target customer belongs to a customer segment (first segment) unfamiliar with the operation of the information processing terminal 40, the management server 10 responds to the operation status of the information processing terminal 40 of “customer who visited the store later”. When the operation status determination unit 104 determines that the value is equal to or greater than the threshold value, the call number of the target customer can be assigned. For this reason, for example, the target customer can be preferentially numbered only when the target customer is unaccustomed to the operation, such as an elderly person, so that a fairer call can be realized.

<3. Modification>
Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  For example, the management server 10 can adopt the operation example shown in FIG. 12 instead of the operation example shown in FIG. In the operation example illustrated in FIG. 12, the management server 10 performs the operation of S303 instead of the operation of S203. The operations other than S203 are the same as the operations shown in FIG.

  In S303, the operation status determination unit 104 determines whether or not the operation time of the information processing terminal 40 by the customer has exceeded the reference time. Alternatively, the operation status determination unit 104 may determine whether or not the ratio of items input at the information processing terminal 40 to the number of items that need to be input exceeds a reference value.

  According to this modification, for example, when the operation time of the information processing terminal 40 exceeds the reference operation time, the call number of the target customer is assigned, so that the target customer is not accustomed to the operation of the information processing terminal 40. Even so, a certain calling order can be secured. Therefore, a fair call can be made between the target customer and the “customer who came later”.

  As another modification, the management server 10 may combine the determination formula of S203 and the determination formula of S303 instead of S203. For example, instead of S203, the management server 10 may perform the operation of S204 when both the determination formula of S203 and the determination formula of S303 are satisfied. Alternatively, the management server 10 may perform the operation of S204 when at least one of the determination formula of S203 or the determination formula of S303 is satisfied.

2 Center 4 Branch 10 Management server 12 Communication network 20 Database 30 Reception terminal 32 Wireless AP
40 Information Processing Terminal 100 Control Unit 102 Operation Status Monitoring Unit 104 Operation Status Determination Unit 106 Call Number Numbering Unit 108 Database Management Unit 110 Communication Unit 112 Storage Unit 150 CPU
152 ROM
154 RAM
156 Internal bus 158 I / O interface 160 HDD
162 Network interface 200 Customer information table 202 Terminal management table 204 Call number table 300 Control unit 302 Reception unit 310 Communication unit 312 Operation display unit 314 Passbook mechanism unit 316 Card mechanism unit 318 Bar code reading unit

Claims (9)

An operation status monitoring unit for monitoring the operation status of the information processing terminal lent to the first customer who visited the facility and the second customer who visited the facility after the first customer;
An operation status determination unit that determines whether or not a value corresponding to the operation status of the information processing terminal by the second customer is equal to or greater than a threshold;
When the first customer belongs to the first segment, a single number system is used when the operation status determination unit determines that the value according to the operation status of the information processing terminal is equal to or greater than the threshold value. the call number of the first customer and numbering at, and,
When the first customer belongs to the second segment, a call number numbering unit for numbering the call number of the first customer in the numbering system when the operation of the first customer is completed When,
Bei to give a,
The first segment is a segment of a customer unfamiliar with the operation of the information processing terminal,
The information processing apparatus , wherein the second segment is a segment of a customer who is determined to be more familiar with the operation of the information processing terminal than a customer belonging to the first segment . The operation status determination unit determines whether or not the number of the second customers who have completed the operation in the information processing terminal is equal to or greater than a threshold;
The call number numbering unit assigns the call number of the first customer when it is determined by the operation status determination unit that the number of second customers who have completed the operation is equal to or greater than the threshold value. The information processing apparatus according to claim 1 . The second customer is a plurality of customers;
The operation status determination unit determines whether or not a value corresponding to the number of input transaction items input by the second customer at the information processing terminal is equal to or greater than a threshold value,
The call number numbering unit obtains the call number of the first customer when the operation state determination unit determines that the value corresponding to the input number of input transaction items is equal to or greater than the threshold value. The information processing apparatus according to claim 1 . The operation status determination unit further determines whether or not a value corresponding to an operation status of the information processing terminal by the first customer exceeds an operation reference value,
The information processing apparatus according to claim 1, wherein the call number numbering unit numbers the first customer's call number when it is determined by the operation status determination unit that the operation reference value has been exceeded. The information processing apparatus according to claim 4 , wherein the operation reference value is a reference value related to an operation time of the information processing terminal. The information processing apparatus according to claim 4 , wherein the operation reference value is a reference value related to a ratio of items input at the information processing terminal with respect to input items for transactions. The information processing apparatus further includes a database management unit that acquires a call number recorded in a database,
The calling number numbering unit numbers the first customer calling number so that the calling order is later than the calling number acquired by the database management unit,
The information processing apparatus according to claim 1, wherein the database management unit additionally registers the number assigned by the call number assignment unit in the database. A reception device and an information processing device;
The accepting device is:
A reception unit that receives a first customer who has visited a facility and a second customer who has visited the facility after the first customer;
With
The information processing apparatus includes:
An operation status monitoring unit for monitoring the operation status of the information processing terminals lent to the first customer and the second customer,
An operation status determination unit that determines whether or not a value corresponding to the operation status of the information processing terminal by the second customer is equal to or greater than a threshold;
When the first customer belongs to the first segment, a single number system is used when the operation status determination unit determines that the value according to the operation status of the information processing terminal is equal to or greater than the threshold value. the call number of the first customer and numbering at, and,
When the first customer belongs to the second segment, a call number numbering unit for numbering the call number of the first customer in the numbering system when the operation of the first customer is completed When,
Bei to give a,
The first segment is a segment of a customer unfamiliar with the operation of the information processing terminal,
The information processing system , wherein the second segment is a customer segment that is determined to be more familiar with the operation of the information processing terminal than a customer belonging to the first segment . Computer
An operation status monitoring unit for monitoring the operation status of the information processing terminal lent to the first customer who visited the facility and the second customer who visited the facility after the first customer;
An operation status determination unit that determines whether or not a value corresponding to the operation status of the information processing terminal by the second customer is equal to or greater than a threshold;
When the first customer belongs to the first segment, a single number system is used when the operation status determination unit determines that the value according to the operation status of the information processing terminal is equal to or greater than the threshold value. the call number of the first customer and numbering at, and,
When the first customer belongs to the second segment, a call number numbering unit for numbering the call number of the first customer in the numbering system when the operation of the first customer is completed ,
To function as, a program,
The first segment is a segment of a customer unfamiliar with the operation of the information processing terminal,
The program , wherein the second segment is a segment of a customer who is determined to be more familiar with the operation of the information processing terminal than a customer belonging to the first segment .

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