JPH1125352A - Customer guide system, automatic teller machine and guide information managing device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To prevent the concentration of customers into a specific automatic teller machine(ATM) and to distribute customers to respective ATMs by allowing an optional ATM to collect operation rate from other ATMs through a public network, display an ATM of a low operation rate on an operation display part to guide customers to the ATM of the low operation rate. SOLUTION: When a customer selects a payment transaction or the like by an ATM A and inputs an amount to be paid out, a control part 1 in the ATM A judges whether bills necessary for the transaction exist or not. When bills required for the transaction are lacking, the ATM A inquires respective ATMs B, C or the like whether the payment transaction can be executed without generating the lack of bills or not. When there is an ATM capable of executing the transaction, the control part 1 in the ATM A displays the impossibility of the transaction by the ATM A and a guide message to another ATM capable of executing the transaction on an operation display part 4 and a display device 5. Since the customer can know the ATM capable of executing the transaction, service to the customer can be improved.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer guidance system, an automatic transaction device, and a guidance information management device.
It is suitable for guiding customers.

[0002]

2. Description of the Related Art A conventional automatic transaction apparatus automatically limits a transaction requiring a medium when a medium becomes insufficient, and operates only a transaction which does not require the medium. In that case, the type of transaction that is currently possible is A
The information is displayed on the upper part of the TM or on a display device so that the customer can know what kind of transaction can be performed.

[0003]

However, in the conventional automatic transaction apparatus, only the currently available transactions are shown to the customer, and it is not possible to know how to perform the transaction desired by the customer. There was a problem that customer service could not be improved.

[0004]

SUMMARY OF THE INVENTION Accordingly, the present invention provides a method for connecting a plurality of automatic transaction devices to each other via a communication line so that data can be transmitted / received to each other. , Communicates with another automatic transaction device through a communication line, acquires information as to whether or not the transaction device is an automatic transaction device that can use the medium, and guides customers according to a certain priority. Provided is a customer guiding system that specifies a device, displays the specified result on a display unit, and guides a customer there.

Further, a network is constructed in which a plurality of automatic transaction devices are connected to each other by a communication line, and a guidance information management device for managing information on whether each automatic transaction device can perform each transaction is connected to the communication line. The guidance information management device manages information transmitted to the automatic transaction device when a shortage of media occurs, and guides the customer according to a certain priority when the information is transmitted. The automatic transaction device is specified, and the specified result is responded to the automatic transaction device of the transmission destination. When the shortage of the medium occurs in the automatic transaction device, the fact is transmitted to the guidance information management device through the communication line. A customer guidance system that receives guidance information such as the machine number of the automatic transaction device of the guidance destination, displays a guidance message based on the guidance information on the display unit, and guides the customer there. It is also provided.

For this reason, other automatic transaction devices are connected to each other via a communication line so that data can be transmitted and received between them.
When a shortage of the medium occurs, it communicates with another automatic transaction apparatus through a communication line to acquire information as to whether or not the apparatus is an automatic transaction apparatus that can use the medium and has a certain priority. The present invention provides an automatic transaction apparatus that specifies an automatic transaction apparatus that guides a customer according to the above, displays the specified result on a display unit, and guides the customer there.

In addition, when a plurality of automatic transaction devices are connected to a network connected to a guidance information management device for managing information on whether or not each transaction can be performed, when a medium shortage occurs,
The information is transmitted to the guidance information management device via the communication line, the guidance information such as the machine number of the automatic transaction device of the guidance destination is received, and a guidance message based on the guidance information is displayed on the display unit to guide the customer there. An automatic transaction device is provided. Furthermore, a plurality of automated teller machines are connected to a network connected by a communication line, and information is transmitted when a shortage of media occurs in each automated teller machine. Provides a guidance information management device that specifies an automatic transaction device that guides a customer in accordance with a certain priority order and responds to the specified result to the automatic transaction device of the transmission destination.

Further, a plurality of automatic transaction apparatuses are connected to each other by a communication line so that data can be transmitted and received between the automatic transaction apparatuses. The present invention provides a customer guidance system for acquiring an operation rate of a customer, guiding a customer to an automatic transaction device having a low operation rate on a display unit, and guiding a customer there.

In addition, a network is constructed in which a plurality of automatic transaction devices are connected to each other by a communication line, and a guidance information management device for managing information on whether each automatic transaction device can perform each transaction is connected to the communication line. The guidance information management device manages the operation rate transmitted from each automatic transaction device,
If a search command for an automatic transaction device with a low operating rate is transmitted from any automatic transaction device, the low-level automatic transaction device is specified, and the specified result is returned to the destination automatic transaction device. The automatic transaction device calculates the operation rate, transmits its own operation rate to the guidance information management device, receives the guidance information such as the machine number of the automatic transaction device with a low operation rate from the guidance information management device, and There is also provided a customer guidance system in which a guidance message based on guidance information is displayed on a display unit to guide a customer there.

For this reason, other automatic transaction devices are connected to each other via a communication line so that data can be transmitted and received between them.
In addition to calculating the operating rate, obtain the operating rate of other automated teller machines through the communication line, and display a guidance message to guide the automated teller machine with a low operating rate on the display unit to guide customers to that. An automatic transaction device is provided.

[0011] Further, a plurality of automatic transaction devices are connected to a network connected to a guidance information management device that manages information on whether or not each transaction can be performed, to calculate an operation rate, and to provide the guidance information management device with its own operation. The rate is transmitted, the guidance information such as the machine number of the automatic transaction device with a low operating rate is received from the guidance information management device, and a guidance message based on the guidance information is displayed on the display unit to guide the customer there. It also provides an automated transaction device. Furthermore, a plurality of automatic transaction devices are connected to a network connected by a communication line, and the operation rate transmitted from each automatic transaction device is managed. In the case where the automatic transaction device is low from the device, a guidance information management device that specifies the low automatic transaction device and responds the specified result to the automatic transaction device of the transmission destination is also provided.

The automatic transaction apparatus may be installed in the same store such as a financial institution, or may be installed in a different place and connected to a public network.

[0013]

Embodiments of the present invention will be described below with reference to the drawings. First Embodiment FIG. 1 is a diagram showing a network configuration. As shown in the figure,
A plurality of automatic transaction devices A, B, and C installed in a store such as a financial institution are connected to each other via a communication line. With this connection, according to the present invention, when a shortage of a medium occurs, any automatic transaction apparatus performs communication with each automatic transaction apparatus to confirm whether a shortage of a medium has occurred. Then, a display for guiding the customer to an automatic transaction apparatus having a sufficient medium is provided. At this time, for example, it is preferable to perform guidance in accordance with the priority order of the nearest automatic transaction apparatus. The details will be described below.

FIG. 2 is a main part control block diagram of the automatic transaction apparatus. In the figure, a control unit 1 is in charge of controlling the entire automatic transaction apparatus according to a program. In the present embodiment, the communication control section 2 controls communication between the automatic transaction apparatuses. The storage unit 3 stores a program for controlling the operation of the automatic transaction apparatus, and can write the program from a storage medium such as a CD-ROM. The operation display unit 4 is a so-called touch screen that can be operated by the customer in accordance with the guidance displayed on the screen. The display device 5 is installed at a position such as the upper part of each automatic transaction device, and displays a transaction type or the like which is being handled. The medium handling unit 6 is for controlling a medium handled by the automatic transaction apparatus, and for example, a unit for handling each medium such as a bill, a coin, a statement, a passbook, and a transfer card is provided.

Next, the customer guidance process will be described. FIG.
FIG. 4 is a flowchart of a customer guidance process, FIG. 4 is a view showing an example of a guidance screen when guiding on a transaction selection screen, and FIG. 5 is a view showing an example of a guidance screen when guiding after a transaction is selected. In the following description, the automatic transaction device A shown in FIG.
In the above, it is assumed that bills are to be determined as a medium, but the same applies to a case where there is a shortage of a medium other than bills, and a description thereof will be omitted. In FIG. 3, "automatic transaction device"
Is represented as “ATM”.

S1: In the automatic transaction apparatus A, when waiting for each transaction displaying the menu screen, the control unit 1 determines whether or not a shortage of media has occurred in the transaction up to the previous time. Here, since the banknotes are to be determined as the medium, the control unit 1 determines whether or not there is a banknote necessary for performing a banknote withdrawal transaction. The remaining amount of the medium required for this determination may be counted for each transaction and stored in the storage unit 6 or the like, and the determination may be made based on the storage of the remaining amount. Further, at the time of the determination, the operation of the medium handling unit 6 may be controlled and counted each time. As a result of this determination, if the bill is sufficient, the process proceeds to S2, and if the bill is insufficient, the process proceeds to S3. In the case of a medium other than a bill such as a coin, a statement slip, a passbook, and a transfer card, the determination may be made in the same manner as the bill.

S2: In the automatic transaction apparatus A, the control unit 1 displays a normal menu screen on the operation display unit 4 and a normal guidance on the display device 5. S3: In the automatic transaction apparatus A, since the control unit 1 has determined that the withdrawal transaction cannot be performed due to the shortage of bills, there is no shortage of bills in the automatic transaction apparatuses B and C via the communication control unit 2. Inquires whether the corresponding withdrawal transaction can be performed. In each of the automatic transaction apparatuses B, C, etc. of the inquiries, the control unit 1 determines whether or not a banknote is present in the same manner as in the determination in S1 described above. Respond via 2.

S4: In the automatic transaction apparatus A, the control unit 1 determines whether or not there is an automatic transaction apparatus capable of performing a withdrawal transaction without a shortage of bills based on a response from each of the automatic transaction apparatuses B and C. Judgment is made, and if there is no automatic transaction device capable of performing a transaction, the process proceeds to S5. If there is an automatic transaction device capable of performing a transaction, the process proceeds to S6. S5: In the automatic transaction device A, the control unit 1 displays on the operation display unit 4 and the display device 5 that no transaction can be performed with any automatic transaction device. The other automatic transaction devices B, C, etc. are displayed in the same manner.

S6: In the automatic transaction apparatus A, the control unit 1 notifies the operation display unit 4 and the display device that the control unit 1 cannot perform the transaction with the automatic transaction apparatus A and guides the user to another automatic transaction apparatus that can perform the transaction. 5 is displayed. For example, as shown in FIG. 4, the operation display unit 4 displays a guidance message such as "This machine is not available for trading at this machine. Please use the machine number Y." on the menu screen. Then wait for another transaction. Note that the display device 5 displays the information so that it can be understood that the transaction cannot be performed by the automatic transaction device A.

S7: The customer makes a transaction. If the transaction cannot be performed with the automatic transaction device A and the transaction can be performed with the automatic transaction devices B and C other than the automatic transaction device A, the customer moves to the automatic transaction device other than the automatic transaction device A, The transaction can be performed. In the above-described processing, the case where guidance is performed on the transaction selection screen, that is, the case where guidance is performed when waiting for a transaction has been described, but guidance may be performed after a transaction is selected as follows. . That is, in the above S1, after the customer selects the payment transaction or the like with the automatic transaction device A and inputs the amount to be paid out, in the automatic transaction device A, the control unit 1 has a banknote necessary for performing the transaction. It is determined whether or not. As a result of this determination, if the bill is sufficient, the process proceeds to S2, and the normal process is performed as described above. If the bill is insufficient, the process proceeds to S3.
In the case where there is obviously no medium and the transaction cannot be executed, the determination may be made before the input of the amount. And the above S3
Is performed, and the guidance message display process of S6 is performed. For example, as shown in FIG. 5, a guidance message such as “Transactions are not currently available on this machine. Please use machine number Y.” is displayed for a certain period of time, and the customer can see it.

According to the first embodiment, the customer can not only know whether or not his / her desired transaction can be performed by the automatic transaction apparatus, but also cannot perform the desired transaction. In addition, it is possible to know which automatic transaction apparatus can be used to conduct a transaction, and the service to customers is improved. Second Embodiment FIG. 6 is a diagram showing a network configuration. As shown in the figure, a plurality of automatic transaction devices A, B, and C at different installation locations are provided.
Are connected to each other via a public network or the like. With this connection, according to the present invention, when a shortage of a medium occurs, any automatic transaction apparatus performs communication with each automatic transaction apparatus to confirm whether a shortage of a medium has occurred. And
A display for guiding the customer to an automatic transaction apparatus that is not short on media is provided. At this time, it is preferable to perform guidance in accordance with, for example, the priority of the automatic transaction device at the nearest place. The details will be described below.

The main control block of the automatic transaction apparatus is the same as that of the first embodiment, so that the description thereof will be omitted, and the figure will be referred to when necessary.
In the first embodiment, transmission / reception to / from another automatic transaction device is performed via a communication line. In contrast, in the second embodiment, an automatic transaction device installed in another place via a public network or the like is used. Since the point of transmission and reception is different from that of the transaction apparatus, the customer guidance processing procedure of the second embodiment is not different from that of the flowchart of FIG. 3, and the description of the processing flow is omitted. However, the difference here is in S6
7 is a guidance screen in FIG. An example of the guidance screen will be described below.

FIG. 7 is a view showing an example of a guidance screen when guidance is performed on the transaction selection screen. As shown in the figure, the operation display unit 4 displays a guidance message on the menu screen, such as "This machine is currently not available for trade. Please use the machine at the west exit of YY Station." At the same time, a map for guiding the place is displayed, and another transaction is awaited. As shown in the figure, a map display selection key may be prepared for the map, and a map (not shown) may be displayed when this key is pressed. Note that the display device 5 displays the information so that it can be understood that the transaction cannot be performed by the automatic transaction device A.

FIG. 8 is a view showing an example of a guidance screen when guidance is performed after a transaction is selected. As shown in the figure, the operation display unit 4 displays a guidance message such as "This machine is not available for trading at this time. Please use the machine at the west exit of YY station." Display a map to guide the location and wait for reception of other transactions. As shown in the figure, a map display selection key may be prepared for the map, and a map (not shown) may be displayed when this key is pressed. The display device 5 includes:
The automatic transaction device A displays the information so that the user cannot understand that the transaction cannot be performed.

According to the second embodiment, the customer can not only know whether or not his / her desired transaction can be performed by the automatic transaction apparatus, but also can not perform the desired transaction. In addition, it is possible to know where to go for a transaction, thereby improving customer service. In addition, if the location is shown on a map, further customer service can be expected.

In each of the above embodiments, a case has been described where the automatic transaction apparatus in which the medium shortage has occurred directly inquires of another automatic transaction apparatus, but the presence or absence of a medium in a plurality of automatic transaction apparatuses is determined. A management computer for management may be provided, and the automated teller machine that has run out of media may connect to the computer and make an inquiry. In this case, the automatic transaction measure with the medium shortage may be transmitted to the computer to that effect, and the computer may manage based on the transmission. Further, the computer may periodically make each automatic transaction apparatus confirm the presence or absence of the medium.

By the way, in each of the above-described embodiments, the processing when the medium of the automatic transaction apparatus runs short is described, but the data collected by the automatic transaction apparatus is not limited to this as described below. For example, an operation rate may be acquired, and a customer may be guided based on the operation rate. Here, the operating rate of the automatic transaction apparatus is the number of transactions per unit time. For example, the number of transactions performed in one hour is counted, and this is set as the operation rate. However, some transactions have a long transaction time and some transactions have a relatively short transaction time. For example, transfer transactions typically take much longer than payment transactions. For this reason, it is necessary to multiply the number of transactions by a count for each type of transaction to obtain the number of transactions.

That is, the operating rate = (the number of transactions 1 × the number of transactions 1 + the number of transactions 2 × the number of transactions 2 + ... + the number of transactions N × the number of transactions N) /
Given in hours. Here, N is the number of transaction types. Each automatic transaction device calculates the operating rate for each transaction or periodically at regular time intervals. Then, when the customer uses the automatic transaction device installed at an arbitrary place, the automatic transaction device obtains the operation rate of the automatic transaction device installed at another place by communication via a public network or the like. Then, a message for guiding the user to an automatic transaction apparatus installed in a place with a low operating rate is displayed on the operation display unit 4. For example, as shown in FIG. 9, the message is "ATM at the west exit of YY station is relatively vacant. Please use that when you use next time." First, the customer is guided to an automatic transaction device installed in a place where the utilization rate is low.

For example, each automatic transaction device calculates the operating rate for each transaction, and any automatic transaction device collects the operating rate from another automatic transaction device via a public network or the like for each transaction. In the case of guiding to an automatic transaction apparatus in a place with a low operating rate, for example, the message may be displayed not only on the operation display unit 4 but also as a telop on an electronic bulletin board such as the display device 5. In this way, for example, if the automated teller machine installed at the east exit of the station is congested, but the automated teller machine installed at the west exit is crowded, wait at the automated teller machine at the east exit. Customers can be directed to the west exit. For this reason, it is possible to prevent concentration of customers and achieve decentralization.

Also, even in the case of guidance based on the operating rate, one computer may manage the operating rate of each automatic transaction apparatus.

[0031]

As described above, according to the present invention, a customer cannot only know whether or not his / her desired transaction can be performed by the automatic transaction apparatus, but also cannot perform a desired transaction. In such a case, it is possible to know which automatic transaction apparatus can be used to conduct a transaction, and the effect of improving service to customers can be obtained.

[Brief description of the drawings]

FIG. 1 is a diagram illustrating a network configuration according to a first embodiment;

FIG. 2 is a main part control block diagram of the automatic transaction apparatus.

FIG. 3 is a flowchart of a customer guidance process.

FIG. 4 is an exemplary diagram of a guidance screen when guidance is performed on the transaction selection screen according to the first embodiment;

FIG. 5 is a view showing an example of a guidance screen when guidance is performed after a transaction according to the first embodiment is selected.

FIG. 6 is a diagram illustrating a network configuration according to a second embodiment;

FIG. 7 is a view showing an example of a guidance screen when guidance is performed on the transaction selection screen according to the second embodiment;

FIG. 8 is a view showing an example of a guidance screen when guidance is performed after a transaction according to the second embodiment is selected.

FIG. 9 is a view showing an example of a guidance screen in a case where guidance is performed on a transaction selection screen according to an occupancy rate.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Control part 2 Communication control part 3 Storage part 4 Operation display part 5 Display device 6 Medium handling part

Claims (12)

[Claims] 1. A plurality of automatic transaction devices are connected to each other via a communication line so that data can be transmitted and received between the automatic transaction devices. Communication with the device to obtain information as to whether or not the transaction is an automatic transaction device that can use the medium, specify an automatic transaction device that guides customers according to a certain priority order, and specify the result. Is displayed on a display unit to guide a customer there. 2. A network in which a plurality of automatic transaction devices are connected to each other via a communication line, and a guidance information management device for managing information on whether each automatic transaction device can perform each transaction is connected to the communication line. The guidance information management device manages information transmitted to the automatic transaction device when a medium shortage occurs, and guides the customer according to a certain priority when the information is transmitted. The automatic transaction device is specified, and the specified result is sent to the automatic transaction device of the transmission destination. When the shortage of the medium occurs, the automatic transaction device notifies the guidance information management device via a communication line of the shortage. Receiving the guidance information such as the machine number of the automatic transaction apparatus of the guidance destination, and displaying a guidance message based on the guidance information on the display unit to guide the customer there. Guidance system. 3. An automatic transaction device is connected to another automatic transaction device via a communication line so that data can be transmitted / received to each other, and when a medium shortage occurs, communication with another automatic transaction device is performed through the communication line. Acquires information on whether or not the transaction is an automatic transaction device that can use the medium, specifies an automatic transaction device that guides customers according to a certain priority, and displays the specified result on a display unit. An automatic transaction device characterized by guiding a customer there. 4. Connected to a network connected to a guidance information management device for managing information as to whether or not a plurality of automatic transaction devices can execute each transaction, and when a medium shortage occurs, guidance information management through a communication line. The fact that the information is transmitted to the device, the guidance information such as the machine number of the automatic transaction device of the guidance destination is received, and the guidance message based on the guidance information is displayed on the display unit to guide the customer there. Automatic transaction equipment characterized. 5. A system in which a plurality of automatic transaction devices are connected to a network connected by a communication line, and information transmitted when a shortage of media occurs in each of the automatic transaction devices is managed. If
A guidance information management device characterized by specifying an automatic transaction device that guides a customer according to a certain priority and responding the specified result to the automatic transaction device of the transmission destination. 6. A plurality of automatic transaction apparatuses are connected to each other by a communication line so that data can be transmitted and received between the automatic transaction apparatuses.
Obtain the operation rate of other automated teller machines through the communication line,
A customer guidance system, wherein a guidance message for guiding to an automatic transaction apparatus having a low operating rate is displayed on a display unit to guide a customer there. 7. A network in which a plurality of automatic transaction devices are connected to each other by a communication line, and a guidance information management device for managing information on whether each automatic transaction device can perform each transaction is connected to the communication line. However, the guidance information management device manages the operation rate transmitted from each automatic transaction device, and when a search command for an automatic transaction device with a low operation rate is transmitted from any automatic transaction device, the low automatic The transaction device is specified and the specified result is responded to the automatic transaction device of the transmission destination. The automatic transaction device calculates the operation rate, transmits the operation rate to the guidance information management device, and transmits the guidance information. It is characterized by receiving guidance information such as the machine number of an automatic transaction device with a low operating rate from a management device, displaying a guidance message based on the guidance information on a display unit, and guiding the customer there. That customer guidance system. 8. An automatic transaction device is connected to another automatic transaction device via a communication line so that data can be transmitted / received to each other, an operation rate is calculated, and an operation rate of the other automatic transaction device is obtained through the communication line. An automatic transaction device characterized in that a guidance message for guiding to an automatic transaction device with a low operating rate is displayed on a display unit to guide a customer there. 9. A plurality of automatic transaction devices are connected to a network connected to a guidance information management device for managing information on whether or not each transaction can be performed, calculate an operation rate, and operate the guidance information management device on its own. The rate is transmitted, the guidance information such as the machine number of the automatic transaction device with a low operating rate is received from the guidance information management device, and a guidance message based on the guidance information is displayed on the display unit to guide the customer there. Automatic transaction device characterized by doing. 10. A plurality of automatic transaction devices are connected to a network connected by a communication line, an operation rate transmitted from each automatic transaction device is managed, and transmission of a search command for an automatic transaction device with a low operation rate is optional. The automatic transaction device, the low-level automatic transaction device is specified, and the specified result is returned to the destination automatic transaction device. 11. The customer guidance system according to claim 1, wherein the automatic transaction apparatus is installed in the same store such as a financial institution. 12. The customer guidance system according to claim 1, wherein the automatic transaction apparatus is installed in a different place and connected to a public network.