JPH07306897A - Remote control terminal system - Google Patents

Abstract

(57) [Summary] [Purpose] This guide does not provide uniform operation guidance to all customers, and enables people who are unfamiliar with terminal operation, such as persons with disabilities and the elderly, to operate the machine without being conscious of the machine. [Structure] When an operation guidance request operation is performed at a remote customer operation terminal such as an ATM, the center terminal is called and the operator of the center terminal operates through a voice and an image to indicate the operation method. invite.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a remote control terminal system such as an ATM (cash automatic transaction machine) for financial matters and a resident card issuing machine for municipalities. The present invention relates to a remote operation terminal system in which a remote adviser guides an operation method or assists an input to a customer to complete a necessary series of operations.

[0002]

2. Description of the Related Art Conventionally, there is a financial ATM as an example of a remote control terminal operated by a customer himself. This ATM is
It is connected to the computer of the center by a communication line, and the customer operates the ATM keyboard or touch panel to search the personal account information file of the computer connected by the communication line for information such as the corresponding personal account balance, The personal account information file is read, the balance is displayed on the display device of the ATM, and the amount of money operated by the ATM is deposited and withdrawn to update the information such as the personal account balance in the personal account information file. ing.

However, it takes more time and resistance than necessary for a person such as an old man who is not accustomed to the ATM operation. Therefore, a method for supporting the operation method is implemented by displaying a guidance sentence indicating the content to be operated next on the touch panel or outputting a guidance voice from a speaker.

In recent years, not only guidance texts but also animations and images are output on the touch panel in combination with the guidance texts to support the operation method.

[0005]

In the above-mentioned conventional operation support method, the guidance of what and how to operate is provided by animation, video, guidance text, and voice. The guidance is uniform and is the same predetermined guidance for all people. For this reason, there is a problem that it is difficult to use for people who are not used to the machine, such as elderly people and persons with disabilities.

[0006] For example, even if guidance is given as "Please input your PIN" on the screen of voice or a touch panel, you have forgotten that the "PIN" is a four-digit number, or "Enter". It may not be understood that is to press the numbers "0" to "9" on the touch panel in order with a finger. In addition, even if I understand, there are times when it is difficult to input accurately because the fingers are inconvenient.

[0007] On the other hand, at a bank store or the like having an ATM installed, an AT consultant who teaches how to use the ATM is provided.
There is a case in which a person stands by near M and comes to the side of a person who is in trouble because he / she is not accustomed to the operation or who cannot operate due to the above reasons, and individually guides and guides the operation.

However, in order to arrange the above-mentioned counselors at all places where ATMs are installed, there is a problem that the counselors are insufficient, and the number of daily use is limited to the ATMs of a small number of business offices. Not only is the placement of a consultant a wasteful investment for a person, but it also informs the consultant of his / her account number and personal identification number.
There is also resistance from users from the viewpoint of protecting privacy.

On the other hand, an intercom connected to the center is installed at the location where the ATM is installed, and when there is a problem with the ATM, the operator contacts the center via the intercom and calls maintenance personnel at the center. It is also possible to use this intercom when the operator does not know how to operate it.

That is, it is conceivable that the operator contacts the center by an intercom, and the maintenance staff of the center gives voice guidance individually to the consultant who has contacted the operator via the intercom. However, there is a problem that the input position and the like are difficult to understand only with the voice guidance and it is difficult to deal with a person who cannot input accurately because his finger is inconvenient.

The present invention has been made in view of the above problems, and a first object of the present invention is to make the operation guidance of a customer operation terminal such as an ATM easier to understand and to provide a customer with a finger or other handicap. It is to provide a remote control terminal system capable of surely completing necessary operations.

A second object of the present invention is to provide a remote operation terminal system which can provide guidance in consideration of privacy.

[0013]

In order to achieve the above object, the present invention basically provides a video / audio input means for acquiring a video and audio of a customer who operates a customer operating terminal of the customer operating terminal. Along with being arranged in the vicinity, a video / audio output means for outputting the video and audio acquired by the video / audio acquisition means of the customer operation terminal is arranged in the vicinity of the center terminal,
Further, a voice input means for acquiring the guidance voice of the center operator in response to the operation guidance request request from the customer operation terminal and outputting it from the voice output means of the customer operation terminal is arranged.

Further, in the center terminal, in response to the proxy operation request request from the customer operation terminal, the operation content input from the input means of the center terminal is transmitted to the customer operation terminal,
Proxy operation processing means to be displayed on the display means of the customer operation terminal, and the proxy operation content is determined as a valid operation based on the confirmation response from the customer operation terminal for the proxy operation, and the processing for the valid operation is performed by the information processing means And a valid operation determining means to be executed.

Further, it is characterized by comprising a scrambler for modulating the audio and video to be output from the audio / video output means on the side of the center terminal.

[0016]

According to the present invention, when the operation for requesting the operation guidance is performed in the input means of the customer operation terminal, the center terminal is called and the video of the customer is displayed on the video / audio output means of the center terminal.

Therefore, when the operator of the center terminal responds and a voice for operation guidance is generated, the voice is sounded as a guidance voice from the voice output means of the customer operation terminal.

The customer sequentially operates the customer operation terminal according to the guidance voice. At this time, since it is possible to communicate with the operator of the center terminal by voice what kind of operation is desired to be taught, it is possible to provide operation guidance according to the operation knowledge of the customer.
As a result, it is possible to provide easy-to-understand operation guidance to any customer, and it is possible to improve the utilization efficiency of the customer operation terminal.

Further, when the customer requests a substitute operation in the middle of the operation, or when the customer does not perform any operation for the operation guidance and it is recognized that the customer wants the substitute operation, the center operator is Substitute input from the input means of the center terminal.
Then, the contents of the proxy operation at this time are transmitted to the customer operation terminal and displayed on the display means of the customer operation terminal.

Therefore, when the customer confirms the proxy operation content and makes a confirmation response by voice or the like, the proxy operation content is determined as a valid operation, and the process for the valid operation is executed. Therefore, even a customer with a finger or the like can surely complete the required operation.

Also, by modulating the audio and video output from the audio / video output means on the side of the center terminal by the scrambler, it becomes impossible for the operator to specify the customer, and the center operator can be protected while protecting privacy. And the customer can cooperate to complete the required operation.

[0022]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described with reference to the drawings.

FIG. 1 is a system configuration diagram showing an embodiment in which the present invention is applied to a bank ATM system.
A plurality of ATMs 11a to 11n are provided.
11 a to 11 n are connected to the host computer 13 and the center terminal 12 via the communication line 14.

The ATMs 11a to 11n are a touch panel 101, which is an input / display device, and a magnetic card read / write device 1.
02, a printer 103 for printing transaction contents, a speaker 104 for giving guidance by voice, a central processing unit (CPU) 105 for controlling input / output processing and transmitting / receiving information to / from the host computer 13 or a center terminal. Further, a video camera 106 for acquiring the video and audio of the customer 15 who operates the ATM is provided integrally with the ATM or in the vicinity of the ATM. In this case, the speaker 10
The unit 4 is configured to be capable of outputting not only guidance of contents predetermined by the control of the CPU 105 by voice, but also voice from the center terminal 12.

On the other hand, the center terminal 12 has a keyboard 201 as an input device and a display 20 as an output device.
2. In addition to the usual terminal device equipped with the CPU 203, A
A center speaker 204 that outputs sound from the video cameras 106 of TM11a to 11n, and a center video camera 2 that acquires the image and sound of the operator 16 on the center terminal side.
06 and.

Then, in the CPU 203 of the center terminal 12, in response to the proxy operation request request from the ATMs 11a to 11n, the operation content input by the operator 16 from the keyboard 201 of the center terminal 12 is requested. Sent to the ATM and touch panel 10 of the ATM
Substitute operation processing to be displayed in 1 and AT for the substitute operation
Based on the confirmation response from M, the proxy operation content is determined as a valid operation, and the processing for the valid operation is performed by the CPU 20.
The program of the valid operation determination processing to be executed by the third embodiment is incorporated.

On the other hand, the host computer 13 uses a customer file or CP for recording personal identification number and balance information for each customer.
U, and the operation contents of the ATMs 11a to 11n or the ATMs 11a to 11n via the center terminal 12.
It is designed to perform normal deposit / withdrawal and other business processes according to the operation content of.

In this embodiment, one center terminal 12 is used.
However, a plurality of units may be used. that time,
The ATM 11 corresponding to each center terminal 12 may be determined in advance, or all the center terminals 12 may have all the ATM 1
1 may be covered, and the connecting method does not matter.

FIG. 2 is a flow chart showing the operation of the embodiment shown in FIG.

First, when the customer 15 cannot understand the operation, he presses the help key on the touch panel 101 of the ATM 11a to call the center terminal 12 (step 1).
001).

Here, the help key is pressed as the trigger for calling the center terminal 12, but (1) A
When no input operation is performed within a certain period of time since the customer stood in front of TM11a, (2) or when the time interval from the current operation to the next operation is a certain time or more, (3) Alternatively, the center terminal 12 may be called when the center is called by voice.

(1) and (2) can be realized by providing a timer for monitoring the input time interval.

In the case of voice, even a customer with a finger disability can call the center terminal 12.

The call operation to the center terminal 12 is detected by the CPU 105 of the ATM 11a, and C
It is transmitted to the center terminal 12 via the communication line 14 by the transfer processing of the PU 15. At the same time, the video camera 106
The image of the customer 15 captured by the user is transmitted to the center terminal 12 via the communication line 14.

Center terminal 1 which has received the center call signal
The CPU 203 of No. 2 emits an alarm sound from the center speaker 204, and further the ATM 11a on the display 202.
The number of the video camera 1
The image of the customer 15 photographed by 06 is displayed.

In this case, a scrambler for modulating a video signal and an audio signal is provided in the CPU 203, and the video and audio of the customer 15 photographed by the video camera 106 are modulated so that only the rough appearance of the customer is obtained. It is displayed on the display 202 so as not to be captured, and is also sounded from the speaker 204.

As a result, it becomes difficult for the center operator 16 to specify the customer 15, and the privacy of the customer can be protected.

A display example of the display 202 in this case is shown in FIG. In the example of FIG. 3, the left half of the screen is, in order from the top, the number “2” of the ATM 11a and the video camera 106.
The scrambled image of the customer 15 input from the operation history, the operation history up to the present (in the example of FIG. 3, “withdrawal” of transaction type)
Is entered, a magnetic card is inserted, and a password is entered in three digits, the history of pressing the help key is displayed), and the same content as that displayed on the ATM 11a is displayed on the right half of the screen. Is displayed.

Next, when the center operator 16 responds to the call and performs a predetermined operation, the image of the center operator 16 photographed by the video camera 206 of the center terminal 12 is displayed on the touch panel 101 of the ATM 11a (step). 1
002).

A display example in this case is shown in FIG. In the example of FIG. 4, an image of the center operator 16 captured by the center video camera 206 is displayed at the lower right of the screen.

In this state, the center operator 16
Answer voice questions and give advice. That is,
The image of the customer 15 captured by the video camera 106 is displayed on the display 202 of the center terminal 12, the voice of the customer 15 is output from the speaker 204, and the touch panel 101 of the ATM 11a and the speaker 10 are displayed.
The image and voice of the center operator 116 detected by the center video camera 206 of the center terminal 12 are output to 4 (step 1003).

Here, it is checked whether or not there is an input from the ATM 11a (step 1004), and if there is no input for a certain period of time, the center operator 16 inputs on behalf of the center terminal 12 (step 1005). Of course, the substitute input is the touch panel 101 of the ATM 11a and the speaker 1.
The video and audio of the center operator 16 are output using 04 to notify the customer 15.

In the step 1004, whether or not there is an input may be checked by checking whether or not there is an input for a certain time by the CPU 203, and based on the image and voice of the customer 15 displayed on the display 202 of the center terminal 12. Alternatively, the center operator 16 may make the determination.

When the proxy is input, the information is ATM11.
a and is displayed on the touch panel 101 of the ATM 11a (step 1006).

On the other hand, the customer 15 operates the confirmation key 18 if he / she sees the contents input on behalf of him / her correctly, and operates the correction key 19 if he / she is not correct.

The CPU 203 of the center terminal 12 is an ATM
When the information indicating that the confirmation key 18 has been operated is received in 11a (step 1007), the proxy input information is determined to be valid, and the processing of the next input item is performed. However, if the confirmation key 18 is not operated or the correction key 19 is operated even after a certain period of time, the process returns to step 1003 to give another advice.

The information input on behalf of the user in step 1006 is displayed in a form different from the usual one, such as blink display or display in a conspicuous color.

Here, regarding information having confidentiality such as the personal identification number of the customer 15, (1) the center operator 16 is prevented from inputting on behalf of the user, and (2) even if the input is made on behalf of the customer, all numerical values are displayed on the center. Display 20 of terminal 12
By not displaying it on the display 2, it is made difficult for the center operator 16 to misconduct.

Next, it is confirmed whether or not input of all items in the main transaction is completed (step 1008). If not completed, the input item is moved to the next one (step 10).
09), the process proceeds to step 1003, and if completed, the procedure of the input contents is executed (step 1010).

In the present embodiment, the video camera 10
6. The center video camera 206 is fixed, but it may be configured to detect the position of an object such as a person and move the visual field according to the position of the person.

In the present embodiment, the operation of the ATM has been described as an example. However, the customer himself / herself can use the certificate automatic issuing machine such as a resident certificate issuing machine, facility reservation machine, various consultation terminals, tourist information terminals, etc. It can be applied to all operating devices.

[0052]

As described above, in the present invention, the ATM
If an operation guidance request operation is performed on the remote customer operation terminal such as, for example, the center terminal is called and the operator of the center terminal guides the operation method through voice and video. Therefore, it is possible to provide operation guidance that is not uniform to all customers, but can be performed according to the operation knowledge of the customers, and is easy to understand for any customer.

As a result, even a person who is unfamiliar with the operation of the terminal, such as a handicapped person or an elderly person, can easily operate the machine without being aware of the machine. Further, since it is not necessary to arrange a specialized operation instructor, the cost can be saved.

Further, since the contents of the proxy operation can be transmitted to the center operator by voice, even a person who cannot operate accurately due to his finger being inconvenient can complete the necessary operation by the proxy operation.

Further, since the video and audio of the customer are modulated by the scrambler and output to the center terminal side, necessary operations can be completed in cooperation with the center operator while protecting the privacy of the customer.

[Brief description of drawings]

FIG. 1 is a system configuration diagram showing an embodiment when the present invention is applied to a bank ATM.

FIG. 2 is a flowchart showing the operation of the embodiment of FIG.

FIG. 3 is a diagram showing an example of a screen of a center terminal.

FIG. 4 is a diagram showing an example of an ATM screen.

[Explanation of symbols]

11a to 11n ... ATM (customer operation terminal), 12 ... Center terminal, 15 ... Customer, 16 ... Center operator, 104 ... Speaker, 105, 203 ... CPU, 106 ... Video camera, 204 ... Center speaker, 202 ... Display,
206 ... Center video camera.

 ─────────────────────────────────────────────────── ─── Continuation of the front page (72) Inventor Hiroyuki Miyano 4-6, Sugawadai Kanda, Chiyoda-ku, Tokyo Hitachi, Ltd.

Claims (4)

[Claims] 1. One or a plurality of customer operation terminals including an input means, a display means, a voice output means and an information processing means, and the customer operation terminal connected by a communication line, the input means, the display means and the information processing. In a remote control terminal system configured by a center terminal including means, a video / audio input means for acquiring video and audio of a customer who operates the customer operation terminal is arranged in the vicinity of the customer operation terminal, and the center is provided. A video / audio output means for outputting the video and audio acquired by the video / audio acquisition means of the customer operation terminal is arranged near the terminal, and the guidance voice of the center operator in response to the operation guidance request request from the customer operation terminal. And a voice input means for outputting from the voice output means of the customer operation terminal, and further, the customer operation is provided in the center terminal. In response to a proxy operation request request from the terminal, the proxy operation processing means for transmitting the operation content input from the input means of the center terminal to the customer operation terminal and displaying it on the display means of the customer operation terminal, and the customer operation for the proxy operation A remote operation terminal system comprising: an effective operation determining unit that determines the content of a substitute operation as an effective operation based on a confirmation response from the terminal and causes the information processing unit to execute a process for the effective operation. . 2. The remote control terminal system according to claim 1, further comprising a scrambler for modulating audio and video output from the audio / video output means on the side of the center terminal. 3. An image input means for acquiring an image of a center operator who responds to an operation guide request request from the customer operation terminal and displaying and outputting the image from a display means of the customer operation terminal. 1. The remote control terminal system described in 1. 4. The customer operation terminal is provided with an automatic calling means for monitoring an input time interval of information by the input means and calling the center terminal when the input operation interval becomes a predetermined time or more. 1. The remote control terminal system described in 1.