JP6884971B2 - Information processing systems, information processing methods and programs - Google Patents

Description

The present invention relates to information processing systems, information processing methods and programs.

At financial institutions, face-to-face transactions via counters and non-face-to-face transactions using automated teller machines (ATMs), Internet banking, electronic book stands, and tablet terminals are carried out.

Japanese Unexamined Patent Publication No. 2013-117801 JP-A-2009-064127 Japanese Unexamined Patent Publication No. 2016-042257

In the case of face-to-face transactions, the corresponding employees such as bank employees and clerk can determine whether or not the judgment of the customer who conducts the transaction is weakened due to dementia, aging, etc., and can take appropriate measures. However, in non-face-to-face transactions, it is difficult to judge whether or not a customer's judgment has deteriorated due to dementia, aging, etc. It is difficult.

One aspect of the disclosed technology is to determine if the customer's judgment is diminished.

One aspect of the disclosed technology is exemplified by the following information processing system. This information processing system identifies a customer who conducts a transaction, a customer management means that associates identification information that identifies a customer with an ability value that indicates the ability of the customer, a question management means that manages a question that confirms the ability of the customer, and an identification. An extraction means for extracting the ability value associated with the information from the customer management means, and a determination means for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer. , A questioning means for asking a question extracted from the question management means, an acquisition means for acquiring an answer to the question, and an updating means for updating the ability value based on the answer to a customer who conducts a transaction. And.

According to the disclosed technology, the customer's ability can be measured according to the answer to the question confirming the customer's ability. The measured customer ability is stored by the customer management means together with the customer identification information. According to such a technique, it is possible to determine whether or not the customer's judgment is weakened by the answer to the question.

The disclosed technique may have the following features: When the determination means determines that the ability value satisfies the predetermined condition, the determination means displays a warning to the trading device operated by the customer. In the disclosed technology, the trading device is a system capable of executing non-face-to-face transactions in a financial institution, such as an ATM, an electronic bookkeeping machine, and the like. Further, the information processing system according to the disclosed technology may be a personal computer, a smartphone, a tablet terminal, a mobile phone, a wearable computer, or the like owned by the customer. According to the technology having such a feature, it is possible to encourage the customer who is determined to have deteriorated ability to execute the transaction more carefully.

The disclosed technique may have the following features: The customer management means further associates a notification destination for each customer with the identification information in advance, and when the determination means determines that the ability value satisfies the predetermined condition, the determination means is associated with the identification information. Notify the notification destination. Here, the notification destination is, for example, the contact information of a customer's guardian, guardian, or the like. According to such a technique, it is possible to notify a guardian, a guardian, or the like when it is determined that the customer's judgment is weakened. The content of the notification can include, for example, information such as the content of the transaction and the location of the trading device operated by the customer.

The disclosed technique may have the following features: The question management means manages the transaction content and the question in association with each other, and the questioning means asks a question corresponding to the transaction content executed by the customer. According to the technology having such a feature, it is possible to change the question to be asked according to the importance and risk of the transaction content.

The disclosed technique may have the following features: The customer management means further manages the age of the customer in association with the identification information, the question management means manages the age of the customer in association with the number of questions to be asked, and the questioning means of the customer. Ask questions according to the number of questions according to age. According to the technology having such characteristics, the burden on customers in the age group where the number of people with weakened ability is considered to be small is reduced, and the ability for customers in the age group where the number of people with weakened ability is considered to be increasing. Confirmation can be thickened.

The disclosed technique may have the following features: The questioning means asks questions before the transaction by the customer is executed. According to the technology having such a feature, it is possible to notify the guardian or the like of the customer about the transaction before executing the transaction.

The disclosed technique may have the following features: The questioning means asks questions during the waiting time of the customer caused by the trading device processing the transaction by the customer. According to the technique having such a feature, the judgment ability of the customer can be efficiently determined.

The technology of the present disclosure can also be grasped from the aspect of the information processing method and the program.

The technology of the present disclosure can call attention to non-face-to-face transactions by customers with weakened judgment.

FIG. 1 is a diagram showing an example of a trading system according to an embodiment. FIG. 2 is a diagram showing an example of the hardware configuration of the information processing device. FIG. 3 is a diagram showing an example of a processing block of the trading system according to the embodiment. FIG. 4 is a diagram showing an example of a customer management table stored in the customer management database. FIG. 5 is a diagram showing an example of an account management table stored in the customer management database. FIG. 6 is a diagram showing an example of a state management table stored in the customer management database. FIG. 7 is a diagram showing an example of a question management table stored in the question / score management database. FIG. 8 is a diagram showing an example of a question pattern management table stored in the question / score management database. FIG. 9 is a diagram showing an example of a score initial value management table stored in the question / score management database. FIG. 10 is a diagram showing an example of a question number management table stored in the question / score management database. FIG. 11 is a diagram showing an example of an additional score management table stored in the question / score management database. FIG. 12 is a diagram showing an example of a question / score management table stored in the question / score management database. FIG. 13 is a diagram showing an example of a procedure type / score management table stored in the question / score management database. FIG. 14 is a diagram showing an example of a transaction history management table stored in the transaction history database. FIG. 15 is an example of the processing flow of the trading system according to the embodiment. FIG. 16 is a diagram showing an example of a processing flow of the trading system according to the second modification.

Hereinafter, the trading system according to the embodiment will be described with reference to the drawings. The configurations of the embodiments shown below are examples, and the disclosed technology is not limited to the configurations of the embodiments.

<Embodiment>
FIG. 1 is a diagram showing an example of a trading system 500 according to an embodiment. The trading system 500 asks a question to confirm various abilities to a customer who conducts a transaction, and determines the customer's judgment based on the answer to the question. When it is determined that the customer's attention and judgment are weakened, the transaction system 500 notifies relatives such as the customer's guardian and guardian, etc., to call attention to transactions such as unnecessary withdrawals and remittances. .. The trading system 500 includes a bank server 1, an ATM 2, and a window terminal 3. Hereinafter, the trading system 500 will be described with reference to FIG.

The bank server 1 is an information processing device installed in a financial institution. The bank server 1 stores information related to the customer such as the customer's contact information and account number in association with the customer ID that identifies the customer. The bank server 1 provides information such as customer contact information in response to an inquiry from the ATM 2. The bank server 1 is an example of an "information processing system".

ATM2 is an information processing device that executes various transactions such as depositing money into an account, withdrawing money from an account, and remittance between accounts. ATM2 is also referred to as, for example, an automated teller machine, an automated teller machine, an automated teller machine, and an automated teller machine. ATM2 accepts transaction media such as passbooks and cash cards. A customer ID that identifies a customer by a magnetic tape, an IC chip, or the like is stored in the transaction medium, and the ATM2 acquires the customer ID from the received transaction medium and starts a transaction.

The window terminal 3 is an information processing device operated by a bank employee working at a store 5 of a financial institution. The window terminal 3 is also referred to as a Counter Terminal Machine (CTM). The window terminal 3 can execute various transactions by accepting operations by a clerk in response to a request from a customer who visits the window. The window terminal 3 can receive a notification from the ATM 2 via the network N1.

FIG. 2 is a diagram showing an example of the hardware configuration of the information processing apparatus 600. The information processing device 600 includes a Central Processing Unit (CPU) 601, a main storage unit 602, and an auxiliary storage unit 6.
03, includes communication unit 604 and connection bus B1. The CPU 601, the main storage unit 602, the auxiliary storage unit 603, and the communication unit 604 are connected to each other by the connection bus B1. The information processing device 600 can be used as a bank server 1, an ATM 2, and a window terminal 3.

The CPU 601 is also called a microprocessor unit (MPU) or a processor. The CPU 601 is not limited to a single processor, and may have a multiprocessor configuration. Further, a single CPU 601 connected by a single socket may have a multi-core configuration. At least a part of the processing executed by the CPU 601 is performed by a processor other than the CPU 601, for example, a dedicated processor such as a Digital Signal Processor (DSP), a Graphics Processing Unit (GPU), a numerical arithmetic processor, a vector processor, or an image processing processor. You may. Further, at least a part of the processing executed by the CPU 601 may be executed by an integrated circuit (IC) or other digital circuit. Further, at least a part of the CPU 601 may include an analog circuit. The integrated circuits are Large Scale Integrated Circuit (LSI) and Application Specific Integrated Circuit (AS).
IC), programmable logic device (PLD) included. The PLD includes, for example, a Field-Programmable Gate Array (FPGA). The CPU 601 may be a combination of a processor and an integrated circuit. The combination is called, for example, a microcontroller unit (MCU), a system-on-a-chip (SoC), a system LSI, a chipset, or the like. In the information processing device 600, the CPU 601 expands the program stored in the auxiliary storage unit 603 into the work area of the main storage unit 602, and controls the peripheral devices through the execution of the program. As a result, the information processing apparatus 600 can execute processing that meets a predetermined purpose. The main storage unit 602 and the auxiliary storage unit 603 are recording media that can be read by the information processing device 600.

The main storage unit 602 is exemplified as a storage unit that is directly accessed from the CPU 601. The main storage unit 602 includes a Random Access Memory (RAM) and a Read Only Memory (ROM).

The auxiliary storage unit 603 stores various programs and various data in a readable and writable recording medium. The auxiliary storage unit 603 is also called an external storage device. The auxiliary storage unit 603 stores an operating system (Operating System, OS), various programs, various tables, and the like. The OS includes a communication interface program that exchanges data with an external device or the like connected via the communication unit 604. External devices and the like include, for example, other information processing devices and external storage devices connected by a computer network or the like. The auxiliary storage unit 603 may be, for example, a part of a cloud system which is a group of computers on a network.

The auxiliary storage unit 603 may be, for example, an Erasable Programmable ROM (EPROM), a Solid State Drive (SSD), or a hard disk drive (Hard Disk).
Drive, HDD), etc. Further, the auxiliary storage unit 603 is, for example, a Compact Disc (CD) drive device, a Digital Versatile Disc (DVD) drive device, a Blu-ray (registered trademark) Disc (BD) drive device, or the like. Further, the auxiliary storage unit 603 may be provided by Network Attached Storage (NAS) or Storage Area Network (SAN).

The communication unit 604 is an interface with a computer network. The communication unit 604 communicates with an external device via a computer network such as network N1. The communication unit 604 is, for example, a network interface card (NIC).

The input / output unit 605 outputs the processing result of the information processing device 600 and inputs data to the information processing device 600. The input / output unit 605 is an input device such as a keyboard, a pointing device, a touch panel, an acceleration sensor, or a voice input device. The input / output unit 605 is, for example, a Cathode Ray Tube (CRT) display, a Liquid Crystal Display (LCD), a Plasma Display Panel (PDP), an Electroluminescence (EL) panel, an organic EL panel, or a printer.

<Processing block of trading system 500>
FIG. 3 is a diagram showing an example of a processing block of the trading system 500 according to the embodiment. Each of the bank server 1, the ATM 2, and the window terminal 3 executes the processing as each unit illustrated in FIG. 3 by the CPU 601 executing the computer program executably expanded in the main storage unit 602. In the figure, the database is described as DB.

<Processing block of bank server 1>
As illustrated in FIG. 3, the bank server 1 includes a customer management unit 101, an account processing unit 102, a transaction management unit 103, a question management unit 104, a customer management database 105, a question / score management database 106, and a transaction history database 107. To be equipped. Hereinafter, the processing block of the bank server 1 will be described with reference to FIG.

The customer management database 105 stores information related to the customer such as an account number and a customer ID that identifies the customer in association with each other. FIG. 4 is a diagram showing an example of the customer management table 1051 stored in the customer management database 105. The customer management table 1051 includes each item of customer ID, age, and contact information. The customer ID stores an ID that uniquely identifies the customer. The age stores the age of the customer. The contact stores the contact used when notifying the customer's transaction. In FIG. 4, an e-mail address is stored as a contact, but the contact is not limited to the e-mail address and may be a telephone number. The contact information is an example of "notification destination". The customer ID is an example of "identification information".

FIG. 5 is a diagram showing an example of the account management table 1052 stored in the customer management database 105. The account management table 1052 includes each item of customer ID, account type, account number, PIN and deposit balance. In the customer ID, an ID that uniquely identifies the customer is stored as in the customer management table 1051. In the account type, information indicating the type of the account identified by the account number is stored. The account type is, for example, a general account, a time deposit account, and an automatic savings time deposit account. The account number stores a number that uniquely identifies the account. The personal identification number stores information used for customer authentication when conducting transactions using an account (for example, remittance between accounts, withdrawal from an account, etc.). As for the personal identification number, the personal identification number itself may be stored in the account management table 1052, or the personal identification number converted irreversibly by a one-way hash function or the like may be stored in the account management table 1052.

FIG. 6 is a diagram showing an example of the state management table 1053 stored in the customer management database 105. In the state management table 1053, the customer ID and the information indicating the state of the customer are managed in association with each other. Information indicating the customer's condition is, for example, the number of procedural mistakes, the score of the answer to the question, and the status indicating the customer's condition. In the present embodiment, it is determined that the high score is in a state where the judgment is lower than the low score. The status management table 1053 shows the customer ID, the number of passbook / card reissues, the number of passbook / card loss notifications, the number of erroneous PIN / erroneous password erasures, the number of PIN inquiries, the number of account inquiries, the initial score, and the latest. Includes score and status items. In the customer ID, a customer ID that identifies the customer is stored. Information indicating the number of times the passbook or cash card has been reissued is stored in the passbook / card reissue count. Information indicating the number of times a passbook or cash card loss report has been submitted is stored in the passbook / card loss report count. The number of times the password is erroneously entered and the number of times the password is erroneously erased stores information indicating the number of times the password is entered incorrectly or the cumulative number of times the password is erroneously erased and the passbook or cash card is unlocked. .. Information indicating the number of times the PIN is inquired is stored in the PIN inquiry count. The account inquiry count stores information indicating the number of times an account inquiry has been made to confirm the account type and account number. It should be noted that the number of passbook / card reissues, the number of passbook / card loss notifications, the number of erroneous PIN / erroneous PIN erasures, the number of PIN inquiries, and the number of account inquiries are considered suspicious. It is an example of the procedure, and the number of occurrences of other procedures that are considered to be suspicious may be managed by the state management table 1053. The initial value score stores information indicating the initial value of the score set for the customer. The initial value of the score is determined based on, for example, the number of questions management table 1064 according to the age of the customer. The latest score stores information indicating the latest score. The status stores information indicating the customer's status based on the score. In the status, for example, information such as observation required and caution required is stored. The customer management database 105 is an example of a “customer management means”. The information stored in the "latest score" of the state management table 1053 is an example of the "ability value". The process of associating and managing the customer ID and the latest score by the state management table 1053 is an example of the “customer management step”.

The question / score management database 106 stores information on questions and scores given by the transaction system 500. FIG. 7 is a diagram showing an example of the question management table 1061 stored in the question / score management database 106. In the question management table 1061, the questions given by the transaction system 500 and the answers to the questions are managed in association with each other. The question management table 1061 includes each item of field, question, choice, correct answer, difficulty level and answer time. The field stores information indicating the field of ability to judge by the problem. Areas are, for example, athletic ability, judgment, comprehension and memory. The question stores the question for determining the ability of each field. The choices store the choices to be displayed as answer candidates for the question. The correct answer stores information indicating the correct answer to the problem. The difficulty level of the problem is stored in the difficulty level. The difficulty level is, for example, three levels of A, B, and C. A indicates the lowest difficulty level, and C indicates the highest difficulty level. The answer time stores the time that serves as a guide for answering the question. The unit of response time is, for example, seconds.

Here, an example of the problem stored in the question management table 1061 will be described. The question belonging to the field of athletic ability may include, for example, the problem of touching the moving marks on the operation screen of the ATM 2 in a predetermined order. Questions that belong to the field of comprehension may include, for example, questions that ask students to answer the content of the displayed text. Questions that belong to the field of judgment may include, for example, a question that displays a sentence explaining a certain condition and asks for an answer as to how to respond. In the field of memory, a problem is conceivable in which a plurality of figures are instructed to be displayed and memorized, then a simple calculation problem is answered, and then the first memorized figure is answered. The question management table 1061 stores questions that confirm the ability of the customer as illustrated in these questions. The process in which the question management table 1061 manages the questions is an example of the “question management step”.

FIG. 8 is a diagram showing an example of the question pattern management table 1062 stored in the question / score management database 106. In the question pattern management table 1062, the transaction to be executed and the question to be asked are managed in association with each other. The question pattern management table 1062 includes each item of transaction, field, and difficulty level. The transaction stores information indicating the transaction to be executed. Information indicating the field of the question to be asked is stored in the field. The difficulty level stores information indicating the difficulty level of the question to be asked. For example, a low difficulty problem may be associated with a transaction such as deposit or bookkeeping, which is unlikely to reduce the customer's assets even if the customer with poor judgment executes it. In addition, for transactions such as withdrawals, wire transfers, and remittances to other banks, where there is a high possibility that the customer's assets will decrease due to execution by a customer with poor judgment, a high difficulty problem is associated. May be done. With reference to FIG. 8, for example, when making a “withdrawal” as a transaction, problems of difficulty levels B and C are set from the fields of athletic ability, judgment, and comprehension. On the other hand, in "deposit", which is a transaction in which the customer's assets are less likely to decrease than "withdrawal", the problem of difficulty level A is given from each field of athletic ability, judgment, and comprehension. .. That is, in the question pattern management table 1062, it can be understood that a problem with a higher degree of difficulty is associated with a transaction in which the customer's assets are more likely to decrease.

FIG. 9 is a diagram showing an example of the score initial value management table 1063 stored in the question / score management database 106. In the score initial value management table 1063, the age of the customer and the initial value of the score are managed in association with each other. The score initial value management table 1063 includes each item of age and score. Information indicating the age of the customer is stored in the age. The initial value of the score in each age is stored in the score.

FIG. 10 is a diagram showing an example of the number of questions management table 1064 stored in the question / score management database 106. In the question number management table 1064, the age of the customer and the number of questions to be asked are managed in association with each other. The question number management table 1064 includes each item of the age and the number of questions. Information indicating the age of the customer is stored in the age. The number of questions stores information indicating the number of questions in each age group.

FIG. 11 is a diagram showing an example of the added score management table 1065 stored in the question / score management database 106. In the added score management table 1065, the correct answer rate of the question and the score added according to the correct answer rate are managed in association with each other. The additional score management table 1065 includes each item of the correct answer rate and the score. The correct answer rate stores information indicating the correct answer rate of the question. The score stores information indicating the score to be added, which is associated with the correct answer rate of the question.

FIG. 12 is a diagram showing an example of the question / score management table 1066 stored in the question / score management database 106. In the question / score management table 1066, the correspondence between the score and the information indicating the customer's condition according to the score is managed. The question / score management table 1066 includes each item of score and status. In the score, information indicating the range of the score determined to correspond to each status is stored. The status stores information indicating customer information according to the score. The status stores, for example, information indicating that observation or attention is required. The range of scores associated with "observation required" or "attention required" in FIG. 12 is an example of "a predetermined condition indicating a decline in the judgment of the customer".

FIG. 13 is a diagram showing an example of the procedure type / score management table 1067 stored in the question / score management database 106. In the procedure type / score management table 1067, the correspondence between the content of the procedure error such as the loss of the passbook or the incorrect input of the password and the score to be added is managed. The procedure type / score management table 1067 includes each item of score, passbook / card reissue count, passbook / card loss report count, PIN error count / PIN error count erase count, PIN inquiry count, and account inquiry count. .. The score stores information indicating the score to be added. Information indicating the number of times the passbook or cash card has been reissued is stored in the passbook / card reissue count. Information indicating the number of times a passbook or cash card loss report has been submitted is stored in the passbook / card loss report count. The number of times the password is erroneously entered and the number of times the password is erroneously erased stores information indicating the number of times the password is erroneously entered or the cumulative number of times the password is erroneously erased and the passbook or cash card is unlocked. Information indicating the number of times the PIN is inquired is stored in the PIN inquiry count. The account inquiry count stores information indicating the number of times an account inquiry has been made to confirm the account type and account number. It should be noted that the number of passbook / card reissues, the number of passbook / card loss notifications, the number of incorrect PINs / incorrect PINs erased, the number of PIN inquiries, and the number of account inquiries are considered suspicious if they occur frequently. It is an example of the procedure, and the correspondence between the procedure error and the score other than these may be managed by the procedure type / score management table 1067. The question / score management database 106 is an example of the “question management means”.

The transaction history database 107 manages the transaction history executed by the customer. FIG. 14 is a diagram showing an example of the transaction history management table 1071 stored in the transaction history database 107. In the transaction history management table 1071, the correspondence between the customer ID and the transaction executed by the customer is managed. The transaction history management table 1071 includes each item of customer ID, account type, account number and transaction content. The customer ID stores an ID that uniquely identifies the customer. Information indicating the type of account is stored in the account type. The account number stores a number that uniquely identifies the account. The transaction content stores information indicating the content of the transaction executed by the customer. In the transaction history management table 1071, all the transaction histories executed by the customer in the past may be stored in chronological order, or the latest predetermined number of transaction histories may be stored.

The customer management unit 101 authenticates the customer and notifies the registered contact when the customer's condition satisfies a predetermined condition. Such a notification may include, for example, the location of the ATM2 operated by the customer and the contents of the transaction executed by the customer. When the customer management unit 101 receives, for example, an authentication request including a customer ID and an account number from ATM2, the customer management unit 101 extracts the customer ID and the account number from the authentication request. The customer management unit 101 authenticates the customer by referring to the account management table 1052 of the customer management database 105 based on the extracted customer ID and account number. The authentication is performed, for example, depending on whether or not the personal identification number associated with the customer ID and the account number included in the authentication request in the account management table 1052 and the personal identification number included in the authentication request match. Further, the customer management unit 101 refers to the state management table 1053 of the customer management database 105 based on the customer ID, and acquires the status associated with the customer ID. The customer management unit 101 transmits a customer status notification including the authentication result and the acquired status to the ATM 2. The customer management unit 101 is an example of the “extraction means”. The customer management unit 101 is also an example of "notification means".

The account processing unit 102 executes processing on the account. For example, when a customer executes remittance between accounts, the account processing unit 102 reduces the deposit balance of the remittance source account in the account management table 1052 and increases the deposit balance of the remittance destination account. When the account processing unit 102 receives an account inquiry including a customer ID from another processing unit, for example, the account processing unit 102 returns the account type and the account number associated with the customer ID.

The transaction management unit 103 stores the history of transactions executed by the customer in the transaction history database 107. When the transaction management unit 103 receives a transaction notification including the customer ID and the transaction content, for example, the transaction management unit 103 stores the customer ID and the transaction content in the transaction history management table 1071 in the transaction history database 107 in association with each other. For example, when the transaction content is withdrawal from an account, the transaction management unit 103 displays the customer ID of the customer, the account type and account number of the withdrawn account, and information indicating the withdrawal as the transaction content in the transaction history management table. Store in 1071. The transaction management unit 103 further stores each of the score and status information notified from the question management unit 104 in the latest score and status items of the state management table 1053.

When the question management unit 104 receives the problem selection request including the customer ID and the transaction content, the question management unit 104 extracts the customer ID and the transaction content from the problem selection request. The question management unit 104 refers to the customer management table 1051 of the customer management database 105 and acquires the age associated with the extracted customer ID. The question management unit 104 refers to the question number management table 1064 of the question / score management database 106, and acquires the number of questions associated with the age of the customer. The question management unit 104 refers to the question pattern management table 1062 of the question / score management database 106, and extracts the field and difficulty level of the problem corresponding to the transaction content. The question management unit 104 refers to the question management table 1061 of the question / score management database 106, and extracts the problems of the field and the difficulty level corresponding to the transaction contents by the number of problems associated with the age of the customer. The question management unit 104 transmits the extracted problem to the ATM2. When the customer's age is set to 0 in the question management table 1061 of the question / score management database 106, the question management unit 104 notifies ATM2 that there is no problem to be asked.

When the question management unit 104 receives the reply notification including the customer ID and the answer, the question management unit 104 extracts the customer ID and the answer from the answer notification. The question management unit 104 determines the correctness of the extracted answer by referring to the question management table 1061 of the question / score management database 106, and calculates the correct answer rate. The question management unit 104 refers to the additional score management table 1065 of the question / score management database 106 to determine the score associated with the calculated correct answer rate. The question management unit 104 adds the determined score to the item of "latest score" associated with the customer ID in the state management table 1053 of the customer management database 105. The question management unit 104 refers to 1066 of the question / score management database 106 and acquires the status associated with the score stored in the item of "latest score" after the scores are added. The question management unit 104 stores the acquired status in the item of "status" associated with the customer ID in the state management table 1053 of the customer management database 105. The question management unit 104 is an example of "questioning means", "acquiring means", "update means", and "determining means".

The customer management database 105 manages customers. For example, the customer management database 105 issues a customer ID to a new customer, and stores the customer ID, age, and contact information in the customer management table 1051 of the customer management database 105 in association with each other. For example, when a customer opens an account, the customer management database 105 stores the customer ID, account type, account number, password, and deposit balance of the customer in the account management table 1052 of the customer management database 105 in association with each other.

<ATM2 processing block>
The ATM 2 includes a trading unit 201, a questioning unit 202, and a result transmitting unit 203, as illustrated in FIG. Hereinafter, the processing block of ATM2 will be described with reference to FIG.

The trading unit 201 executes a transaction in response to a customer's request. The trading unit 201 receives the designation of the transaction content by operating the operation screen of the ATM2, and when the transaction medium insertion slot of the ATM2 accepts the transaction medium and receives the input of the password, the transaction unit 201 acquires the customer ID from the transaction medium. The trading unit 201 passes the customer ID and the transaction content to the questioning unit 202 and requests the question to be asked. If there is no problem to be asked (for example, when the age of the customer is set to 0 in the question number management table 1064 of the question / score management database 106), the transaction is executed. When a question is asked, the transaction is executed after the answer to the question is completed. Even when a question is asked, a response (for example, pressing the "skip" button displayed on the ATM2 screen) is made when a predetermined time has passed or the question is not answered. If so, the transaction may be executed even if the answer to the question has not been completed.

The questioning unit 202 transmits a problem selection request including the customer ID and the transaction content to the bank server 1. Upon receiving the question selected as the response to the question selection request, the questioning unit 202 prompts the customer to answer the question by outputting the received question to the operation screen of the ATM2, for example. If there is no problem to be asked, the questioning section 202 notifies the trading section 201 to that effect.

The result transmission unit 203 acquires the customer's answer to the problem output on the operation screen of the ATM 2. The result transmission unit 203 transmits a response notification including the customer ID and the acquired response to the bank server 1.

<Processing block of window terminal 3>
As illustrated in FIG. 3, the window terminal 3 includes a reception unit 301, a notification unit 302, and an output unit 3.
03 is provided. Hereinafter, the processing block of the window terminal 3 will be described with reference to FIG.

The reception unit 301 accepts the designation of the customer ID of the customer who visits the window. The customer ID is specified, for example, by a bank employee who has received a transaction request from a customer. The customer ID may be read from the transaction medium, for example, or may be input by a bank employee who operates the input / output unit 605 of the window terminal 3.

When the reception unit 301 accepts the designation of the customer ID, the notification unit 302 transmits a customer inquiry including the customer ID to the bank server 1. The notification unit 302 receives the customer status notification from the bank server 1 in response to the customer inquiry.

The output unit 303 extracts information indicating the customer status from the customer status notification received by the notification unit 302. The output unit 303 outputs the extracted customer status to, for example, the input / output unit 605 of the window terminal 3.

FIG. 15 is an example of the processing flow of the trading system 500 according to the embodiment. FIG. 15 illustrates a processing flow when a customer executes a transaction using ATM2. Hereinafter, an example of the processing flow of the trading system 500 according to the embodiment will be described with reference to FIG.

In S1, the transaction unit 201 of the ATM2 receives the designation of the transaction content and the transaction medium from the customer. The trading unit 201 acquires the customer ID and the account number from the received trading medium. Upon receiving the input of the personal identification number from the customer, the trading unit 201 transmits an authentication request including the customer ID, the account number and the personal identification number to the bank server 1.

In S2, the customer management unit 101 of the bank server 1 receives the authentication request. The customer management unit 101 refers to the account management table 1052 of the customer management database 105 to see if the personal identification number included in the authentication request matches the customer ID included in the authentication request and the personal identification number associated with the account number. Judge whether or not. If they match, the customer management unit 101 notifies ATM2 of the successful authentication. If they do not match, the customer management unit 101 notifies the ATM 2 of the authentication failure, and is stored in the "number of times the password is erroneously entered / deleted" associated with the customer ID in the state management table 1053 of the customer management database 105. Add 1 to the number of times.

In S3, the customer management unit 101 of the bank server 1 acquires the customer status. The customer management unit 101 confirms whether or not the status associated with the customer ID is "observation required" or "attention required" from the state management table 1053 of the customer management database 105. The process of S3 is an example of the "extraction step".

In S4, the customer management unit 101 transmits a customer status notification including information on the status that has been turned on to the ATM 2. The customer management unit 101 also refers to the customer management table 1051 of the customer management database 105 to acquire the contact information associated with the customer ID when the confirmation or attention required status is turned on. The customer management unit 101 notifies the acquired contact information. S4 is an example of the “determination step”.

In S5, the trading unit 201 of ATM2 receives the customer status notification from the bank server 1. When the status included in the received customer status notification indicates that observation is required or caution is required, the trading unit 201 outputs a warning message to the operation screen of ATM2 or the like. Further, when the authentication result included in the customer status notification indicates an authentication failure, the trading unit 201 displays on the operation screen of the ATM 2 or the like indicating that the authentication of the password has failed, and requests the input of the password again. If the authentication result included in the customer status notification indicates successful authentication, the process proceeds to S6. In S6, the question unit 202 of the ATM 2 transmits a problem setting request including the customer ID and the transaction content to the bank server 1.

In S7, the question management unit 104 of the bank server 1 refers to the customer management database 105 and the question / score management database 106 based on the customer ID and the transaction content included in the question selection request, and corresponds to the field corresponding to the transaction content. And the difficulty level questions are extracted by the number of questions associated with the customer's age. In S8, the question management unit 104 transmits the extracted problem to the ATM2. The process of S7 is an example of the "question step".

In S9, the question section 202 of the ATM 2 questions the question received from the bank server 1 and receives an answer from the customer. In S10, the questioning unit 202 transmits a response notification including the customer ID and the response received from the customer to the bank server 1.

In S11, the question management unit 104 of the bank server 1 refers to the question / score management database 106, calculates the correct answer rate of the answer, and determines the score associated with the calculated correct answer rate. The question management unit 104 adds the determined score to the item of "latest score" associated with the customer ID in the state management table 1053 of the customer management database 105. The process of S11 is an example of the "acquisition step" and the "update step".

In S12, the question management unit 104 of the bank server 1 refers to the question / score management database 106 and acquires the status associated with the score stored in the "latest" item. The question management unit 104 stores the acquired status in the item of "status" associated with the customer ID in the state management table 1053 of the customer management database 105.

In S13, the trading unit 201 of ATM2 accepts the designation of the transaction content from the customer. The trading unit 201 notifies the bank server 1 of a transaction execution instruction instructing execution of the received transaction content.

In S14, the transaction management unit 103 of the bank server 1 executes the transaction according to the received transaction execution instruction. For example, when the transaction instructed by the transaction execution instruction is a deposit to the account, the transaction management unit 103 requests the account processing unit 102 to deposit the specified amount. Further, for example, when the transaction instructed by the transaction execution instruction is remittance between accounts, the account processing unit 102 is requested to transfer remittance from the remittance source account to the remittance destination account. In S15, the transaction management unit 103 stores the account type, account number, and transaction content of the transaction executed in S14 in the transaction history management table 1071 of the transaction history database 107 in association with the customer ID.

<Action and effect of the embodiment>
In the embodiment, the customer's condition is determined based on the number of answers to the problem of confirming the customer's ability such as athletic ability, comprehension, judgment, and memory, and the number of procedural mistakes, and the determined customer's condition is determined in the customer management database 105. It was stored as a status in the status management table 1053 of. When a customer whose observation or caution status is turned on executes a transaction, the bank server 1 notifies the customer's guardian or the like about the transaction by notifying the contact information registered in advance. Can be done. Therefore, according to the embodiment, for example, it is suppressed that the transaction is executed by an elderly person whose judgment is deteriorated without the knowledge of the guardian, a patient with dementia, or the like.

In the embodiment, the question is asked before the transaction is executed. Therefore, it is possible to notify the customer's guardian or the like about the transaction before executing the transaction.

In the embodiment, when a customer whose observation or attention status is turned on executes a transaction, a warning message is output to the operation screen of the ATM 2. Therefore, according to the embodiment, a customer who is judged to require observation or attention, for example, an elderly person with poor judgment, or
It is possible to encourage patients with dementia to carry out transactions more carefully.

In the embodiment, in the question / score management database 106 question pattern management table 1062, the field and difficulty level of the question to be asked are managed for each transaction content. Therefore, it is possible to change the question to be asked according to the importance and risk of the transaction content.

In the embodiment, the initial score value is managed for each age group in the score initial value management table 1063 of the question / score management database 106, and the initial score value is set higher in the age group in which the ability is considered to be reduced. Will be done. Therefore, it is more likely that a warning message will be output or a contact will be notified in the age when the ability is considered to be reduced. By adopting such a configuration, according to the embodiment, it is possible to thickly protect customers in the age group who need more attention.

In the embodiment, the number of questions to be asked is managed for each age group in the question number management table 1064 of the question / score management database 106. For example, it is possible for customers up to the age of 20 who are considered to have a small number of people with weakened abilities to complete the procedure without asking questions. In addition, for example, for those aged 65 and over, who are considered to have an increasing number of people with reduced abilities, the number of questions asked is larger than in other age groups. According to the embodiment, by adopting such a configuration, it is considered that the burden on customers in the age group in which the number of people with weakened ability is considered to be small is reduced, and the number of people with weakened ability is increasing. It is possible to deepen the confirmation of ability to customers of the age.

In the embodiment, in the procedure type / score management table 1067 of the question / score management database 106, scores are associated with each type and number of procedure mistakes that have occurred, and not only the answer to the question but also the erroneous input of the password is entered. The score is also calculated due to procedural mistakes such as. Therefore, according to the embodiment, it is possible to judge the customer's ability from various angles rather than judging the customer's ability only by the question to be asked.

In the embodiment, in the question / score management table 1066 of the question / score management database 106, a status indicating a decrease in the ability of the customer when the score exceeds a predetermined value is turned on. Therefore, according to the embodiment, it is possible to suppress notifying the registered contact person or displaying a warning about the transaction by the customer who just happened to make a mistake in the problem.

<First modification>
In the embodiment, the question is asked before the transaction is executed. However, the timing at which the question is asked is not limited to before the execution of the transaction, and the question may be given during or after the execution of the transaction. Procedures such as depositing money into an account and posting a passbook that are considered to have a low risk of a decrease in the customer's assets do not have to be asked before the transaction is executed. In addition, during the execution of the transaction, the waiting time of the customer may occur due to the entry of the passbook, the processing in the bank server 1 or the ATM 2. In such a case, a problem may be asked in the waiting time. By asking questions about the waiting time, it is possible to efficiently judge the judgment of the customer.

<Second modification>
In the embodiment, the customer operates the ATM 2 to perform the procedure. In the second modification, a case where the customer visits the counter and the staff at the counter operates the counter terminal 3 to execute the procedure will be described. FIG. 16 is a diagram showing an example of a processing flow of the trading system 500 according to the second modification. Hereinafter, an example of the processing flow of the trading system 500 according to the second modification will be described with reference to FIG.

At T1, the reception unit 301 of the window terminal 3 accepts the transaction offered by the customer. Transactions are accepted, for example, by inputting a customer ID and transaction details by a bank employee. The notification unit 302 transmits a transaction notification notifying the transaction received by the reception unit 301 to the bank server 1.

At T2, the customer management unit 101 of the bank server 1 acquires the customer status. In the customer management unit 101, the status associated with the customer ID is not set from the state management table 1053 of the customer management database 105, the status requiring observation is turned on, or the status requiring attention is turned on. Check if it is. At T3, the customer management unit 101 transmits a customer status notification including information on the status that has been turned on to the window terminal 3.

At T4, the reception unit 301 of the window terminal 3 receives the customer status notification from the bank server 1. When the status included in the received customer status notification indicates that observation is required or caution is required, the output unit 303 outputs a warning message to the display or the like of the window terminal 3.

In the second modification, when the customer's condition requires observation or attention, a warning message is output to the display or the like of the window terminal 3. The employee who confirms the message can, for example, confirm the contents of the transaction with the customer or contact the guardian of the customer.

In the second modification, for example, when the customer's transaction content is a procedure registered in the state management table 1053 of the customer management database 105 such as submission of a passbook / card loss report and PIN inquiry, the counter terminal The reception unit 301 of 3 may notify the bank server 1 of the transaction content, and the bank server 1 may update the state management table 1053 of the customer management database 105 based on the notified transaction content.

<Other variants>
In the embodiment, when the status included in the customer status notification indicates that observation is required or caution is required, the trading unit 201 of ATM2 outputs a warning message to the operation screen of ATM2 or the like. However, the alert message indicates, for example, that the customer management unit 101 of the bank server 1 instructs the ATM 2 to output the alert message when the customer's status requires observation or attention. May be good. Such a customer management unit 101 is an example of "display means".

In the embodiment, the non-face-to-face transaction is executed using the ATM 2, but the device used for the non-face-to-face transaction is not limited to the ATM 2. The device used for non-face-to-face transactions may be, for example, an electronic bookkeeping table, a personal computer owned by a customer, a smartphone, a tablet terminal, a mobile phone, a wearable computer, or the like.

The embodiments and modifications disclosed above can be combined with each other.

<< Computer-readable recording medium >>
An information processing program that enables a computer or other machine or device (hereinafter, computer or the like) to realize any of the above functions can be recorded on a recording medium that can be read by the computer or the like. Then, the function can be provided by causing a computer or the like to read and execute the program of this recording medium.

Here, a recording medium that can be read by a computer or the like is a recording medium that can store information such as data and programs by electrical, magnetic, optical, mechanical, or chemical action and can be read from the computer or the like. To say. Among such recording media, those that can be removed from a computer or the like include, for example, flexible disks, magneto-optical disks, and Compac.
t Disc Read Only Memory (CD-ROM), Compact Disc --Recordable (CD-R), Compact Disc --ReWriterable (CD-RW), Digital Versatile Disc (DVD), Blu-ray Disc (BD), Digital Audio Tape (DAT) , 8 mm tape, memory cards such as flash memory, etc. In addition, there are hard disks, ROMs, and the like as recording media fixed to computers and the like.

500 ... Transaction system 1 ... Bank server 101 ... Reception department 102 ... Account processing department 103 ... Transaction management department 104 ... Question management department 105 ... Customer management database 1051 ... Customer management table 1052 ... Account management Table 1053 ・ ・ Status management table 106 ・ ・ Question ・ Score management database 1061 ・ ・ Question management table 1062 ・ ・ Question pattern management table 1063 ・ ・ Score initial value management table 1064 ・ ・ Number of questions management table 1065 ・ ・ Additional score management table 1066 ・ ・ Question ・ Score management table 1067 ・ ・ Procedure type ・ Score management table 107 ・ ・ Transaction history database 1071 ・ ・ Transaction history management table 2 ・ ・ ATM
201 ・ ・ Trading Department 202 ・ ・ Questioning Department 203 ・ ・ Result Transmission Department 3 ・ ・ Counter Terminal 301 ・ ・ Reception Department 302 ・ ・ Notification Department 303 ・ ・ Output Department 5 ・ ・ Store 600 ・ ・ Information Processing Device 601 ・ ・ ・CPU
602 ... Main storage unit 603 ... Auxiliary storage unit 604 ... Communication unit 605 ... Input / output unit N1 ... Network

Claims (10)

A customer management means that associates identification information that identifies a customer with an ability value that indicates the ability of the customer.
Question management means to manage questions that confirm the customer's ability,
An extraction means for extracting the ability value associated with the identification information of the customer performing the transaction from the customer management means, and an extraction means.
A determination means for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer.
A questioning means for asking a question extracted from the question management means to a customer who conducts a transaction,
How to get the answer to the question you asked,
E Bei and a updating means for updating on the basis of the ability value in the answer,
When the determination means determines that the ability value satisfies the predetermined condition, the determination means displays a warning to the trading device operated by the customer.
Information processing system. A customer management means that associates identification information that identifies a customer with an ability value that indicates the ability of the customer.
Question management means to manage questions that confirm the customer's ability,
An extraction means for extracting the ability value associated with the identification information of the customer performing the transaction from the customer management means, and an extraction means.
A determination means for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer.
A questioning means for asking a question extracted from the question management means to a customer who conducts a transaction,
How to get the answer to the question you asked,
E Bei and a updating means for updating on the basis of the ability value in the answer,
The customer management means further associates the notification destination for each customer with the identification information in advance.
When the determination means determines that the ability value satisfies the predetermined condition, the determination means notifies the notification destination associated with the identification information.
Information processing system. The question management means manages the transaction contents and the questions in association with each other.
The questioning means asks a question corresponding to the content of the transaction executed by the customer.
The information processing system according to claim 1 or 2. The customer management means further manages the age of the customer in association with the identification information.
The question management means manages the age of the customer in association with the number of questions to be asked.
The questioning means asks a number of questions according to the age of the customer.
The information processing system according to any one of claims 1 to 3. The questioning means asks questions before the transaction by the customer is executed.
The information processing system according to any one of claims 1 to 4. The questioning means asks questions during the waiting time of the customer caused by the trading device processing the transaction by the customer.
The information processing system according to any one of claims 1 to 4. The computer
A customer management step that associates identification information that identifies a customer with an ability value that indicates the ability of the customer.
Question management steps to manage questions that confirm customer abilities, and
In the customer management step, an extraction step of extracting the ability value associated with the identification information of the customer performing the transaction, and an extraction step.
A determination step for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer.
For the customer who conducts the transaction, the question step for asking the question extracted in the question management step and the question step
The acquisition step to acquire the answer to the question that was asked, and
Running, and updating step of updating based on the capability value to the answer,
The determination step includes a process of displaying a warning to a trading device operated by a customer when it is determined that the ability value satisfies the predetermined condition.
Information processing method. The computer
A customer management step that associates identification information that identifies a customer with an ability value that indicates the ability of the customer.
Question management steps to manage questions that confirm customer abilities, and
In the customer management step, an extraction step of extracting the ability value associated with the identification information of the customer performing the transaction, and an extraction step.
A determination step for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer.
For the customer who conducts the transaction, the question step for asking the question extracted in the question management step and the question step
The acquisition step to acquire the answer to the question that was asked, and
Running, and updating step of updating based on the capability value to the answer,
The customer management step further associates the notification destination for each customer with the identification information in advance.
The determination step includes a process of notifying the notification destination associated with the identification information when it is determined that the ability value satisfies the predetermined condition.
Information processing method. On the computer
A customer management step that associates identification information that identifies a customer with an ability value that indicates the ability of the customer.
Question management steps to manage questions that confirm customer abilities, and
In the customer management step, an extraction step of extracting the ability value associated with the identification information of the customer performing the transaction, and an extraction step.
A determination step for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer.
For the customer who conducts the transaction, the question step for asking the question extracted in the question management step and the question step
The acquisition step to acquire the answer to the question that was asked, and
To execute the update step of updating the ability value based on the answer ,
The determination step includes a process of displaying a warning to a trading device operated by a customer when it is determined that the ability value satisfies the predetermined condition.
program. On the computer
A customer management step that associates identification information that identifies a customer with an ability value that indicates the ability of the customer.
Question management steps to manage questions that confirm customer abilities, and
In the customer management step, an extraction step of extracting the ability value associated with the identification information of the customer performing the transaction, and an extraction step.
A determination step for determining whether or not the extracted ability value satisfies a predetermined condition indicating a decline in the judgment ability of the customer.
For the customer who conducts the transaction, the question step for asking the question extracted in the question management step and the question step
The acquisition step to acquire the answer to the question that was asked, and
To execute the update step of updating the ability value based on the answer ,
The customer management step further includes a process of associating a notification destination for each customer with the identification information in advance.
The determination step includes a process of notifying the notification destination associated with the identification information when it is determined that the ability value satisfies the predetermined condition.
program.

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