JP7600799B2 - Online Application Support System - Google Patents

Description

The present invention relates to an online application support system.

In recent years, applications for credit cards, My Number cards, grant payments, etc. have been made via online systems. Online applications are convenient because they can be completed from home, but can be difficult for users who are not familiar with using the Internet. For example, elderly people who are not familiar with using smartphones or personal computers may have their children or grandchildren come to visit them to show them how to apply.

However, if you live far away and don't travel often, you have little opportunity to learn about it and are therefore unable to apply online.

Patent No. 6402515

The objective of the present invention is to provide an online application support system that can provide remote support for online applications.

The online application support system of the present invention includes a display processing unit that transmits an application screen to a first user terminal operated by a first user and a second user terminal operated by a second user and displays the application screen, a reception unit that receives information input from the first user terminal and the second user terminal via the application screen, a storage unit that stores the input information as application information of the first user, and a call processing unit that establishes a call between the first user terminal and the second user terminal, displays a camera image of the first user terminal on the second user terminal, and displays a camera image of the second user terminal on the first user terminal.

The online application support system according to one aspect of the present invention further includes a biometric information acquisition unit that acquires biometric information of the first user from the first user terminal and biometric information of the second user from the second user terminal when a call is established between the first user terminal and the second user terminal and when information input via the application screen is completed, and an authentication unit that confirms whether the biometric information of each user matches and authenticates the application process. The biometric information is the voice of the first user and the second user.

The present invention allows remote support for online applications.

1 is a schematic configuration diagram of an online application support system according to an embodiment of the present invention. FIG. 13 is a diagram showing an example of an application screen. FIG. 1 is a schematic configuration diagram of an online application support system. 4a and 4b are diagrams showing examples of application screens. 5a and 5b are diagrams showing examples of application screens. FIG. 13 is a diagram illustrating a support example. 7a and 7b are diagrams showing examples of application screens. FIG. 2 is a diagram showing the configuration and functional blocks of a server device. 1 is a flow chart illustrating a method for supporting online applications.

The following describes an embodiment of the present invention with reference to the drawings.

As shown in FIG. 1, an online application support system according to an embodiment of the present invention includes a server device 1 that accepts applications from user A via the Internet, a user terminal 2 used by user A, and a user terminal 3 used by user B who supports user A's applications. User terminals 2 and 3 are smartphones, tablet terminals, etc. Applications made by user A include, for example, applications for issuance of a My Number card or credit card, opening a bank account, and signing a mobile phone contract.

User A operates the user terminal 2 to access the website provided by the server device 1 and apply for a card issuance, etc. For example, an application screen such as that shown in FIG. 2 is displayed on the user terminal 2.

User A, who is unfamiliar with procedures using a website, presses the support button 2a on the application screen. Pressing the support button 2a, for example, launches a phone book in the user terminal 2. User A selects a person (user B) to request support for the application from the phone book and makes a call. A messenger app (chat app) may be launched, and a person to request support for the application from among registered members may be selected and a call made. For example, user B, to whom user A requests support, is a relative such as user A's child or grandchild.

User A talks to User B and requests support for the application. When User A presses the recording start button (not shown) displayed on the user terminal 2, an automatic guidance is played to speak a specific phrase for authentication. For example, as shown in FIG. 3, User A and User B each speak a specific phrase such as "OK to apply." The server device 1 records and registers the voices of User A and User B.

After voice registration, the built-in cameras (front-facing cameras on the touch panel side) of user terminals 2 and 3 are activated. As shown in FIG. 4a, the video signal captured by the imaging sensor of the front-facing camera of user terminal 3, i.e., the face of user B, is displayed in real time in display area 2g of user terminal 2. As shown in FIG. 4b, the video signal captured by the imaging sensor of the front-facing camera of user terminal 2, i.e., the face of user A, is displayed in real time in display area 3g of user terminal 3. Thereafter, users A and B talk while looking at each other's faces.

The application screen displayed on user terminal 2 is displayed on user terminal 3. The application screen is shared between user terminals 2 and 3, and can also be operated by user B.

User B tells User A what information to enter on the application screen. User A enters information on the application screen following User B's instructions. Alternatively, User B enters the necessary information on behalf of User A. Figures 5a and 5b show the state after information has been entered in the name field on the application screen. The entered information is also displayed on the application screen displayed on user terminal 3.

Depending on the type of application, image data of an identification document such as a driver's license may be required. When user A or B presses the certificate upload button 21, 31 on the application screen, a selection button is displayed to select whether to use image data in the user terminal 2 or to take a new photograph.

When user A or B selects to use image data in user terminal 2, a list screen of images in user terminal 2 is displayed on user terminals 2 and 3. User A, together with user B, selects the image of the required certificate from the list screen.

On the other hand, if user A or B selects to take a new photo, the built-in camera of user terminal 2 (the rear camera on the opposite side to the touch panel) is activated. User B tells user A what documents are needed. User A prepares the documents and takes a picture of them with the rear camera of user terminal 2. The touch panels of user terminals 2 and 3 display the image signal captured by the imaging sensor of the rear camera of user terminal 2, i.e., the documents. As shown in FIG. 6, user B checks how the documents are captured in the image and indicates where to place the documents, the distance between user terminal 2 and the documents, the angle of user terminal 2, etc.

After uploading the certificate image and entering all the items on the application screen, the completion button 22, 32 as shown in Figures 7a and 7b will be displayed (activated) on the user terminal 2, 3. When user A or B presses the completion button 22, 32, an automatic guidance is played to ask the user to speak a specific phrase for authentication. This phrase is the same as when support began.

User A and User B each utter a specific phrase. Server device 1 records the voices of User A and User B and compares them with the voices recorded and registered when support began. If the voices match and it is confirmed that the user is the same at the start of support and when the application is completed, server device 1 authenticates the application procedure and sends a completion notification message to user terminals 2 and 3.

In this way, according to this embodiment, user B can remotely support user A's online application.

Next, the configuration of the server device 1 will be described. The server device 1 generates an application screen and transmits it to the user terminal 2. When the user terminal 2 selects to use support, the application screen becomes shareable between the user terminal 2 and the user terminal 3.

As shown in FIG. 8, the server device 1 is a server device equipped with a control unit 10, a storage unit 12, and a communication unit 14. The control unit 10 is composed of a central processing unit (CPU), a ROM, a RAM, etc., and controls the entire server device. The control unit 10 realizes various functions by reading and executing an operating system (OS) and application programs stored in the storage unit 12.

The memory unit 12 is a storage area for storing programs, data, etc. required for the control unit 10 to execute various processes, and may be implemented using a hard disk, semiconductor memory, etc.

The control unit 10 has the functions of an application reception unit 100 and a support processing unit 110. The application reception unit 100 creates an application screen and transmits it to the user terminal. The application reception unit 100 stores the application information entered via the application screen in the memory unit 12. The application information includes information such as the applicant's name and address, image data of an identification document, etc.

The support processing unit 110 includes a call processing unit 112, a biometric information acquisition unit 113, an authentication unit 114, a display processing unit 116, and an operation reception unit 118, and performs remote support processing for applications.

When the support button 2a (see FIG. 2) on the application screen is pressed, the call processing unit 112 instructs the activation of the phone book of the user terminal 2. In addition, when the call processing unit 112 establishes a call between the user terminal 2 and the user terminal 3, it activates the front cameras of both terminals, displays an image captured by the camera of the user terminal 2 on the user terminal 3, and displays an image captured by the camera of the user terminal 3 on the user terminal 2, enabling a video call.

The biometric information acquisition unit 113 acquires the voices of users A and B as biometric information from the user terminals 2 and 3 when support begins and when the application is completed, and stores the voices in the memory unit 12.

The authentication unit 114 compares the voice acquired at the start of support with the voice acquired at the completion of the application for each of users A and B, confirms that the user is the same at the start and completion, and authenticates the application process. After authentication, the authentication unit 114 sends a completion notification message to the user terminals 2 and 3 via SMS (Short Message Service) or the like to notify them that the application process has been completed successfully.

The display processing unit 116 also transmits the application screen displayed on the user terminal 2 to the user terminal 3 for display.

The operation reception unit 118 receives input operations of various information from the user terminals 2 and 3 via the application screen, and stores the input information in the storage unit 12 as application information for user A. As a result, the application screen is shared between the user terminals 2 and 3, and both users A and B can operate the application screen.

Next, the online application support method according to this embodiment will be explained using the flowchart shown in FIG.

User A accesses the application site using user terminal 2 (step S1).

When user A presses the support button 2a (see FIG. 2) on the application screen, the phone book in the user terminal 2 is launched. User A selects user B from the phone book for whom he/she wishes to request support, calls him/her, and requests support for the application (step S2).

The server device 1 records and registers the specified phrases spoken by users A and B (step S3).

The server device 1 displays the same application screen displayed on the user terminal 2 on the user terminal 3 of user B, and starts screen sharing (step S4). In addition, the face of the call partner is displayed on the user terminals 2 and 3, enabling a video call.

User B instructs User A on what to enter in each field on the application screen and how to enter the information, and then User A enters the information. User A may operate User Terminal 2 to enter the information, or User B may operate User Terminal 3 to enter the information.

When all items have been entered, including uploading images of the identity documents (step S5), the server device 1 acquires a predetermined phrase uttered by users A and B. The server device 1 confirms that the users are the same from the acquired voice and the voice registered in step S3, and authenticates the application process (step S6).

The server device 1 sends a completion notification message to the user terminals 2 and 3 (step S7).

In this way, according to this embodiment, user B can remotely support user A's online application.

The authenticity of the certificate with the uploaded image may be determined using the authenticity determination method described in JP2020-177368A.

In the above embodiment, the voice registered at the start and end of support is used to confirm whether the user is the same or not, but the biometric information acquisition unit 113 may acquire other biometric information such as a face image, iris, or fingerprint instead of or in addition to the voice and use it to confirm the user.

In the above embodiment, an example was described in which user A selects a person to request support from a phone book, but if there is no such person, the call may be connected to a customer center staff member so that the same support can be requested.

Although the present invention has been described in detail using specific embodiments, it will be apparent to those skilled in the art that various modifications can be made without departing from the spirit and scope of the present invention.

1 Server device 2, 3 User terminal

Claims (3)

a display processing unit that transmits the application screen to a first user terminal operated by a first user and a second user terminal operated by a second user and displays the application screen on the first user terminal and the second user terminal;
a reception unit that receives input of information from the first user terminal and the second user terminal via the application screen;
a storage unit that stores the input information as application information of the first user;
a call processing unit that establishes a call between the first user terminal and the second user terminal, displays a camera image of the first user terminal on the second user terminal, and displays a camera image of the second user terminal on the first user terminal;
a biometric information acquisition unit that acquires biometric information of the first user from the first user terminal and acquires biometric information of the second user from the second user terminal when a call is established between the first user terminal and the second user terminal and when information input via the application screen is completed;
an authentication unit that performs authentication of the application process by confirming whether the biometric information acquired at the time of establishing the call of each user matches the biometric information acquired at the time of completing the information input;
An online application support system equipped with The online application support system according to claim 1 , wherein the biometric information is voice of the first user and the second user. The online application support system according to claim 1 , wherein the biometric information is a face image, an iris, or a fingerprint of the first user and the second user.

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