JP2006099248A - Method for receiving customer at counter of financial institution and customer receiving system for implementing this method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a method for receiving customers at a financial institution and a customer receiving system capable of lightening the burden of business processing on counter clerks. <P>SOLUTION: The method for receiving customers includes issuing to each customer who visits a financial institution a ticket with a reception number on it to indicate the order that the customer is guided to the counter, and allowing a person in charge of the counter to perform processes according to the tickets. When authentication information is obtained from each customer, this authentication information is collated with each customer's previously retained authentication information for personal identification. The result of the personal identification is written on the ticket. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a customer reception method for receiving a customer at a window of a financial institution and a customer reception system for executing the customer reception method.

2. Description of the Related Art Conventionally, a customer who visits a bank or other financial institution's counter service first receives a receipt slip to which a receipt number is given from a reception terminal arranged at the branch and waits for his turn.
When the reception number assigned to the reception slip is called and a window is designated, the customer proceeds to the designated window and performs various procedures for the window staff. In this way, customers can wait for their turn without queuing in front of the counter.

The conventional customer reception system only issues a receipt slip with a reception number printed to the customer who has visited the store at the reception terminal. There was a problem that it took time to be called. As a solution to this problem, Japanese Patent Laid-Open Publication No. 2004-228561 confirms a customer's requirements prior to the procedure at the window, fills in a procedure document suitable for the requirements, obtains customer's voiceprint data, and obtains the voiceprint data. A customer reception system for searching customer information based on the above and transmitting the customer information to a window terminal is disclosed. The customer reception system aims to reduce the time required for the procedure by efficiently handling the procedures at the counter by referring to the completed procedure documents and the received customer information by the customer reception system. .
JP 2002-740006 A

However, the conventional customer reception system has the following problems.
When customer identification is required, the customer submits official documents such as a driver's license and resident's card to the counter, and the counter employee authenticates the person with the submitted document. Will be unbalanced and the flow of the counter service will be poor, requiring a long time for transaction processing.

  Accordingly, an object of the present invention is to provide a customer reception method and a customer reception system capable of reducing the burden of business processing on a counter employee in a customer reception method in a financial institution.

The present invention adopts the following configuration in order to solve the above points.
<Configuration 1>
In the customer reception method in which a reception slip with the reception number indicating the order in which the customer who came to the financial institution is guided to the counter is written to the customer, and the contact person in charge processes based on the reception slip, the authentication information is received from the customer. Upon acquisition, personal authentication is performed by checking with the customer's authentication holding information held in advance, and the result of the authentication is recorded on the reception slip.
<Configuration 2>
In a customer reception method for issuing a receipt slip with a reception number indicating the order of guidance to a customer service to a customer who has visited the store, customer identification information recorded on the transaction medium is obtained from the transaction medium issued to the customer. Receiving means for receiving and receiving authentication information necessary for authentication of the customer from the customer, and issuing a receipt slip describing the result of the authentication performed based on the authentication information and the customer identification information to the customer; When authentication information and customer identification information are received from the means, the authentication holding information necessary for customer identification held in advance is searched based on the customer identification information, and the authentication holding information acquired in the search is collated with the authentication information. And customer authentication means for performing personal authentication and notifying the reception means of the result of personal authentication.

<Configuration 3>
When receiving the customer identification information from the reception means, the reception management means is provided with a reception management means for managing the reception means, and from the customer information management means managing customer information for managing the customer, Customer information associated with the identification information is acquired, and whether or not personal authentication is necessary is determined based on information indicating whether or not personal authentication is required.
<Configuration 4>
When customer information does not contain information for determining whether or not to authenticate the user, the receipt management means that receives the notification from the customer who has entered the purpose of visit and the transaction amount from the customer must It is characterized by determining whether or not the personal authentication is necessary based on the amount of money.

<Configuration 5>
The reception slip may include the purpose of visiting the store, the transaction amount, and a check list of processing to be performed by the person in charge corresponding to the customer.
<Configuration 6>
The customer information management means is characterized by registering in the customer information that the customer has agreed to perform the personal authentication.
<Configuration 7>
The customer authentication is characterized by authentication of a proxy who has received a proxy request for the customer.

<Configuration 8>
Acquire customer identification information recorded in the transaction medium from the transaction medium issued to the customer in the customer reception system that issues a receipt slip with the reception number indicating the order of guidance to the customer service to the customer who visited the store Receiving means for receiving authentication information necessary for authentication of the customer from the customer, and issuing a receipt slip describing the result of authentication performed based on the authentication information and the customer identification information to the customer; and receiving means When the authentication information and customer identification information are received from the client, the authentication holding information necessary for customer identification held in advance is searched based on the customer identification information, and the authentication holding information acquired by the search is compared with the authentication information. And customer authentication means for performing identity authentication according to the above and notifying the reception means of the result of identity authentication.

<Configuration 9>
When receiving the customer identification information from the reception means, the reception management means is provided with a reception management means for managing the reception means, and from the customer information management means managing customer information for managing the customer, Customer information associated with the identification information is acquired, and whether or not personal authentication is necessary is determined based on information indicating whether or not personal authentication is required.
<Configuration 10>
When customer information does not contain information for determining whether or not to authenticate the user, the receipt management means that receives the notification from the customer who has entered the purpose of visit and the transaction amount from the customer must It is characterized by determining whether or not the personal authentication is necessary based on the amount of money.
<Configuration 11>
An authentication information input unit that receives an input of authentication information and a screen input unit that receives an input of a transaction amount are provided in the reception terminal.

<Configuration 12>
The authentication information input unit is a code number input unit for inputting a code number, and the code number input unit is provided in a housing recess.
<Configuration 13>
The personal identification number input unit is provided with a key layout selection function for selecting a numeric keypad, and when a customer inputs a personal identification number, one can be selected from a plurality of numeric keypads.
<Configuration 14>
A selection button for selecting a key arrangement may be provided in the code number input unit, and a normal arrangement or a random arrangement may be alternately selected each time the selection button is pressed.
<Configuration 15>
The authentication information input unit is a biometric information input unit that inputs biometric identification information.
<Configuration 16>
The biometric identification information is preferably iris data, fingerprint data, or facial data.

  According to the customer reception method of the present invention, when the reception slip is issued, the customer authentication is performed in advance. In other words, authentication information is obtained from the customer, the authentication information is verified against the customer's previously held authentication holding information, the person authentication is performed, and the result of the person authentication is written on the reception slip. It is only necessary to confirm the authentication result, and it is not necessary to authenticate the person by the contact person. Accordingly, it is possible to reduce the processing load for performing the personal authentication of the counter attendant.

  Embodiments of the present invention will be described in detail with reference to the drawings. In the following description, the same constituent elements in the drawings used in each embodiment will be given the same reference numerals, and redundant description will be omitted as much as possible.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
The customer reception system according to the first embodiment includes a sales office 1 where a counter service of a financial institution is performed, a customer authentication server (customer authentication means) 3 and a CRM server 4 (which are connected to the sales office 1 via a communication line 2). Customer information management means).
The customer authentication server 3 stores the customer name, account number, personal identification number (authentication holding information) and information on the agent as customer information, and also stores the authentication information acquired at the window terminals 11a to 11n and the customer authentication server 3. The authentication holding information is compared and collated, and a function of performing personal authentication is provided.

The CRM server 4 holds customer information regarding a large number of customers. The customer information relates to the customer's name, age, gender, address, family structure, customer rank, other account number, and the like. The customer information of the customer is searched using the identification information of the customer who has visited the store as a key, and the searched customer information is transmitted to the reception server (reception management means) 13. The reception server 13 transmits the received customer information to a window terminal (one of 12a to 12m) at a window corresponding to the customer.
The customer information used in the first embodiment preferably includes information (designation) related to the necessity of customer authentication. However, this is not an indispensable requirement, and even if the customer information does not include information (designation) regarding whether or not the customer authentication is necessary, the purpose of visiting the store is input from the reception terminals (reception means) 11a to 11n described later by the customer. It is possible to determine whether or not the customer authentication is necessary based on the transaction amount.
In the first embodiment, the customer authentication server 3 and the CRM server 4 are provided as separate servers, but the two servers may be integrated into one server.

  The communication line 2 may be a dedicated line, a public line, or a LAN (Local Area Network).

  The sales office 1 where the window service is conducted accepts the customer's purpose of visiting the store, the transaction amount, and the PIN (authentication information) before entering the window and issues a receipt to guide the window. The terminal 11a to 11n, the reception server 13 that manages and controls the reception terminal and has an interface function for communication between the number management system 14 and the CRM server 4, and functions as a terminal of the CRM server. The window terminals 12a to 12m to be operated and the number management system 14 for managing the numbering of reception numbers and the waiting state for reception are arranged. These are communicably connected via a LAN 15.

  The reception terminals 11a to 11n display a display unit 111 that displays an operation input screen such as a transaction amount input screen that receives an input of transaction information or a transaction amount based on display information or input information, and a customer identification by receiving a transaction card. A card reader 112 that reads information, a passbook processor 113 that accepts a passbook and reads customer identification information from the magnetic stripe, an acceptance voucher issuer 114 that issues a voucher for guiding to a window, and a password A password input unit (authentication information input unit) 115 to be received, a transmission / reception unit 117 having a function of communicating with the reception server 13, the CRM server 4, and the customer authentication server 3, and customer input for authenticating the customer authentication server 3 An authentication information inquiry unit 118 that inquires a personal identification number (authentication information) and obtains the inquiry result, and a control unit that controls and controls each unit 19 consists of.

  As shown in FIG. 3 (external view), the reception terminals 11a to 11n are provided with the display 1111 of the display unit 111 in the upper part of the apparatus, and the numeric keyboard 1151 of the personal identification number input part 115 and the insertion of a transaction card in the middle part. A mouth 1121, a passbook insertion port 1131 and a receipt slip discharge port 1141 are arranged.

A display 1111 of the display unit is a CRT or a liquid crystal display, and displays messages to customers and various operation input screens. In addition to the store visit purpose screen as shown in FIG. 7, a medium insertion screen (see FIG. 8), a transaction amount input screen (see FIG. 9), and a password input screen (see FIG. 10) are displayed. Guide and guide customers to proceed with the acceptance process. The display 1111 has both a display function and an input function. The customer can select an operation input by touching the portion of the displayed screen.
The customer who has visited the store first operates the reception terminals 11a to 11n. For example, when a store visit purpose screen as shown in FIG. 7 is displayed on the display 1111 of the display unit 111 of the reception terminal 11a, the customer can have a plurality of store visit purposes (new, time deposit, investment trust, consultation, One can be selected from among deposits and withdrawals.

  The card reader unit 112 has a function of receiving a transaction card and reading customer identification information from the transaction card. The passbook processing unit 113 has a function of accepting a passbook and reading customer identification information from the magnetic stripe. The read customer identification information is transmitted to the CRM server via the transmission / reception unit 117.

  The reception slip issuing unit 114 receives the reception number assigned by the number management system 14 via the reception server 13 and prints the reception number on the reception slip with a built-in printing machine. Then, a receipt slip on which the receipt number is printed is issued to the customer. Further, the result of the personal authentication by the personal authentication server 3 and the checklist of the work by the contact person can be printed and issued together with the reception slip.

The personal identification number input unit 115 includes a numeric keyboard for inputting a personal identification number and a key layout selection button 1152 for selecting a numeric key layout, and a customer can select one from a plurality of numeric key arrays when inputting the personal identification number. . The numeric keypad layout of the numeric keyboard preferably includes at least a normal layout (1151) and a random layout (1151 ′).
The key layout selection button is displayed as a random layout (1152) in the normal key layout, and the key layout changes to a random layout when the button displayed as the random layout is pressed. When the random key arrangement is performed, the normal arrangement is displayed. When the button (1152 ′) displayed with the normal arrangement is pressed, the key arrangement changes to the normal arrangement. Completion keys (1153, 1153 ′) to be pressed when the password input is completed are provided.
The numeric keyboard 1151 of the personal identification number input unit 115 is preferably provided in a concave portion of the housing so that a key input operation cannot be seen by a third party.

  The password input unit 115 may display a password number input screen on the display 1111 of the display unit 111 and accept an input of the password from the customer. In this case, there is a merit that the numeric keyboard 1151 is not necessary, but there is a problem that it is easy for a third party to view it in terms of security.

  The authentication information inquiry unit 118 receives the code number information input by the customer from the code number input unit 115, and transmits the received code number information to the customer authentication server 3. The result of personal authentication is received from the customer authentication server 3 via the transmission / reception unit 117 and temporarily stored. The received result of personal authentication is transmitted to the acceptance form issuing unit 114.

  The window terminals 12a to 12m function as terminals of the CRM server 4 and are operated mainly by window staff. This is a terminal on which customer information from the CRM server 4 and instructions for dealing with customers are displayed. The window attendant can respond to the customer by referring to the displayed customer information and instructions for dealing with the customer.

The number management system 14 includes a number management server 141 for assigning a reception number, call PADs 142a to 142j for inputting the reception number, and call number display panels 143a to 143j for displaying the reception number so as to be understood by the customer. The
The reception number is given based on the purpose of visiting the store and the order received at the reception terminal. In the case where the sales office 1 is wide and has a large number of counters, and the counters are divided into several groups for carrying out business, the reception number may be assigned for each group. For example, in the branch office 1, when the business is divided into a deposit service window, a remittance window, a loan window and a currency exchange window, the reception number can be assigned independently at each window. Good.

A reception process flow of the customer reception system according to the first embodiment will be described with reference to FIG.
It is assumed that the customer has arrived at the reception terminal 11a of the sales office 1. When you arrive in front of the reception terminal 11a, select one of the following purposes on the screen of the reception terminal 11a: new, time deposit, consultation, deposit / withdrawal, transfer / tax payment, registration, etc. (Step S101). The reception terminal 11a transmits the selected store visit purpose information to the reception server 13 (step S102). The customer inserts a transaction card or a passbook (hereinafter referred to as an insertion medium) into the reception terminal 11a (step S103).

  The reception terminal 11a reads the store number and the account number from the insertion medium, and transmits the read information to the reception server 13 as customer identification information (step S104). The received reception server 13 sends the customer identification information to the CRM server 4 (step S105), and the CRM server 4 searches for customer information corresponding to the customer identification information and transmits it to the reception server 13 (step S106).

  The reception server 13 determines the response to the customer based on the store visit purpose information and the customer information (S109). When the customer information does not specify whether or not personal authentication is required and the purpose of visiting the store is a transaction subject to personal authentication, the reception terminal 11a notified from the reception server 13 inputs the transaction amount as shown in FIG. A screen is displayed (S107), and the input of the transaction amount from the customer is accepted (S108). If the customer information is designated as requiring authentication, the reception terminal 11a notified from the reception server 13 displays a personal identification number input screen as shown in FIG. 10 (S109). An input of a personal identification number is accepted (S111). The received personal identification number is transmitted to the reception server 13 (S112).

  The reception server 13 inquires of the received personal identification number to the customer authentication server (S113), the customer authentication server 3 collates with the personal identification number data of the held customer information, and returns the collation result to the reception server 13. (S114). The reception server 13 transmits a reception number acquisition request to the reception number management system 14 together with store visit purpose information and customer information (step S115). The number management system 14 assigns a reception number based on the visit purpose information and customer information, and transmits the reception number to the reception server 13 (step S116). The reception server 13 transmits the received reception number and authentication result to the reception terminal 11a (S117), and the reception terminal 11a issues a reception slip on which the reception number and authentication result received from the reception server are printed (S118). .

The reception server 13 determines that there is no designation of whether or not personal authentication is required in the customer information and that the purpose of visiting the store is a transaction that is not subject to personal authentication or that the customer information is designated as requiring no personal authentication (S110). The reception server 13 transmits a reception number acquisition request to the reception number management system 14 together with the visit purpose information and customer information (step S115). The number management system 14 assigns a reception number based on the visit purpose information and customer information, and transmits the reception number to the reception server 13 (step S116). The reception server 13 transmits the received reception number to the reception terminal 11a (S117), and the reception terminal 11a issues a reception slip on which the reception number received from the reception server 13 is printed (S118).
The customer receives the receipt slip issued by the reception terminal 11a, and waits in the lobby until called by the attendant at the window.

  Further, the reception number, the visit purpose information corresponding to the reception number, and the customer information are also transmitted to the window terminals 12A to 12m. The attendant at the window looks at the reception number displayed on the window of the window terminal, the purpose of visiting the store and the customer information corresponding to the reception number, enters the reception number into the call PAD 142 of the reception number management system 14, and displays the call number display. The customer is called by displaying the reception number on the plate 143. The called customer goes to the counter, and the employee of the counter responds to the customer in accordance with the customer information displayed on the window of the counter terminal and the instruction regarding the customer response, and proceeds with the transaction.

A registration flow of customer approval for personal authentication using the customer reception system of the first embodiment will be described with reference to FIG.
When the customer arrives in front of the reception terminal 11a, “registration” is selected from a plurality of new, time deposit, consultation, registration, and the like for the purpose of visiting the store on the screen of the reception terminal 11a (step S201). The reception terminal 11a transmits the selected store visit purpose information to the reception server 13 (step S202). The customer inserts a transaction card or passbook (hereinafter referred to as an insertion medium) into the reception terminal 11a (step S203).

  The reception terminal 11a reads the store number and the account number from the inserted medium, and transmits the read information to the reception server 13 as customer identification information (step S204). The received reception server 13 sends the customer identification information to the CRM server 4 (step S205), and the CRM server 4 searches for customer information corresponding to the customer identification information and transmits it to the reception server 13 (step S206).

  When the purpose of visiting the store is “registration”, the reception terminal 11a notified from the reception server 13 displays a registration content input screen as shown in FIG. 11 and presses a button (acknowledgement of personal authentication) ( S207), a personal authentication explanation screen as shown in FIG. 12 is displayed, and when the customer presses a button (I agree) (S208), the reception terminal 11a displays a personal identification number input screen. An input of a personal identification number is accepted (S209). The received personal identification number is transmitted to the reception server 13 (S210). The reception server 13 inquires of the received personal identification number to the customer authentication server (S211), the customer authentication server 3 collates with the personal identification number data of the customer information that is held, and sends the collation result to the reception server 13. Answer (S212). The reception server 13 instructs the reception terminal 11a to issue a reception slip (S213), and the reception terminal 11a issues a reception slip on which the reception number received from the reception server and the registration contents (acknowledgment of personal authentication) are printed (S214). ).

The agent registration flow using the customer reception system of the first embodiment will be described with reference to FIG.
When the customer arrives in front of the reception terminal 11a, “registration” is selected from a plurality of new, time deposit, consultation, registration, and the like for the purpose of visiting the store on the screen of the reception terminal 11a (step S301). The reception terminal 11a transmits the selected store visit purpose information to the reception server 13 (step S302). The customer inserts a transaction card or a passbook (hereinafter referred to as an insertion medium) into the reception terminal 11a (step S303).

  The reception terminal 11a reads a store number or an account number from the insertion medium, and transmits the read information to the reception server 13 as customer identification information (step S304). The received reception server 13 sends the customer identification information to the CRM server 4 (step S305), and the CRM server 4 searches for customer information corresponding to the customer identification information and transmits it to the reception server 13 (step S306).

  When the purpose of visiting the store is “registration”, the reception terminal 11a notified from the reception server 13 displays a registration content input screen as shown in FIG. 11 (S207), and the customer registers the content (agent registration). ) Button is pressed (S208), the reception terminal 11a displays a registration confirmation screen as shown in FIG. 13, and accepts the input of the PIN code of the customer (account holder) (S309). The accepted personal identification number is transmitted to the acceptance server 13 (S310). The reception server 13 inquires of the received personal identification number to the customer authentication server 3 (S311), and the customer authentication server 3 collates it with the personal identification number data of the customer and holds the collation result to the reception server 13. Answer (S312). The reception server 13 transmits the collation result to the reception terminal 11a (S313).

  The reception terminal 11a displays the registration code for the agent's personal identification number as shown in FIG. 14, and accepts the input of the personal identification number (S314). The reception terminal 11a transmits the input personal identification number to the reception server 13 (S315), and the reception server 13 transmits the received personal identification number to the customer authentication server 3 (S316). The customer authentication server 3 transmits the registration result to the reception server 13 (S317), and the reception server 13 transmits the received registration result to the reception terminal 11a (S318). Further, the reception server 13 instructs the reception terminal 11a to issue a reception slip (S319), and the reception terminal 11a issues a reception slip on which the reception number and the registered contents are printed (S320).

  According to the customer reception system of the first embodiment, the sales office 1 is connected to the customer authentication server 3 for authenticating the identity of the customer and the CRM server 4 for managing customer information via the communication line 2, and receives the reception slip. There are arranged reception terminals 11a to 11n to be issued, a reception server 13 for managing and controlling the reception terminals, and a number management system 14 for assigning reception numbers indicating the order of guidance to the window. Display unit 111 that displays a store visit purpose screen, a transaction amount input screen, and a password input screen, a card reader unit 112 that receives a transaction card, a passbook processing unit 113 that receives a passbook, and a reception that issues a receipt slip A certificate issuing unit 114, a password input unit 115 for inputting a password, and an authentication information query for querying the customer authentication server 3 for the password received from the password input unit 115 and obtaining the result of the personal authentication from the customer authentication server. When the customer who has visited the store selects one from a plurality of store visit purposes and inserts a transaction medium, the reception terminal reads the customer identification number from the transaction medium. The reception server acquires customer information corresponding to the customer identification number from the CRM server 4 and determines whether or not the customer authentication is necessary based on the customer information. When the customer information does not specify whether or not the user authentication is required, the transaction amount input screen is displayed on the display unit 111 to accept the input of the transaction amount from the customer. Based on the purpose of visit and the transaction amount, the customer authentication Judgment is necessary.

  When it is determined that the customer authentication is necessary, a password input screen is displayed on the display unit 111, the customer inputs the password, and the customer password stored in the customer authentication server 3 is stored in the customer authentication server 3. Customer identity authentication is performed by collating with the number data, and a receipt slip on which the result of the identity authentication and the receipt number are printed is issued to the customer. When the customer is called from the counter, the customer can pass the receipt slip to the counter staff and inform the counter staff that the person has been authenticated, so even if customer authentication is required, It is only necessary to check the contents of the description, and no personal authentication is required by the counter attendant. This greatly reduces the burden of personal authentication processing on the counter attendant and improves the flow of the counter service.

The customer reception system according to the second embodiment includes a sales office 1 where a counter service of a financial institution is performed, a customer authentication server (customer authentication means) 3A and a CRM server (customer) connected to the sales office 1 via a communication line 2. (Information management means) 4.
The customer authentication server 3A stores the customer name, account number, iris data (authentication holding information) and information on the agent as customer information, and also stores the iris data acquired at the window terminals 11Aa to 11An and the customer authentication server 3A. The authentication holding information is compared and collated, and a function of performing personal authentication is provided.

  The CRM server 4 holds customer information regarding a large number of customers. The customer information is information such as the customer's first and last name, age, gender, address, family structure, customer rank, and other account numbers. Using the customer identification information of the customer who visited the store as a key, the customer information of the customer is searched, and the searched customer information is transmitted to the reception server (reception management means) 13. The reception server 13 transmits the received customer information to a window terminal (one of 12a to 12m) at a window corresponding to the customer. The customer information used in the second embodiment preferably includes information (designation) relating to the necessity of customer authentication. However, this is not an indispensable requirement, and even when there is no information (designation) regarding the necessity of customer authentication in the customer information, the user authentication using the customer reception system of the second embodiment is possible.

  The communication line 2 may be a dedicated line, a public line, or a LAN (Local Area Network).

  Prior to guiding the customer to the window, the sales office 1 where the window service is performed obtains the purpose of visiting the store, the transaction amount, and the customer's iris data (authentication information) from the customer, and issues a receipt slip for guiding the customer to the window. Reception terminals (reception means) 11Aa to 11An, a reception server 13 that manages and controls the reception terminals and has an interface function for communication between the number management system 14 and the CRM server 4, and functions as a CRM server terminal Window terminals 12a to 12m, which are mainly operated by the bank staff, and a number management system 14 for managing the numbering of reception numbers and the waiting state for reception are arranged. These are communicably connected via a LAN 15.

  The reception terminals 11Aa to 11An each receive a transaction card and a display unit 111 for displaying an operation input screen such as a transaction amount input screen for receiving an input of transaction information or a transaction amount based on display information or input information, and identifying a customer by receiving a transaction card A card reader 112 that reads information, a passbook processor 113 that accepts a passbook and reads customer identification information from the magnetic stripe, an acceptance slip issuer 114 that issues a receipt slip to guide the customer, and customer iris data An iris data acquisition unit (authentication information input unit) 116 to be acquired, a transmission / reception unit 117 having a function of communicating with the reception server 13, the CRM server 4, and the customer authentication server 3A, and a customer iris for authenticating the customer authentication server 3A. The authentication information inquiry unit 118A that inquires data (authentication information) and obtains the result of the personal authentication and each unit And a control unit 119 for controlling Shi Batch.

  As shown in the figure, the reception terminals 11Aa to 11An are provided with an iris camera unit 1161 that acquires customer's iris data at the top of the apparatus. A display 1111 of the display unit 111 is arranged on the upper stage of the apparatus, and a numeric keyboard 1151, a transaction card insertion slot 1121, a passbook insertion slot 1131 and an acceptance slip discharge opening 1141 of the password input part 115 are arranged on the middle stage. .

  The biometric identification information acquisition unit 116 transmits the customer's iris data acquired by the iris camera unit 1161 to the authentication information inquiry unit 118A. When acquiring iris data, a guidance screen as shown in the figure is displayed on the display 1111 to guide the customer to stand in front of the iris camera unit 1161.

  The authentication information inquiry unit 118A receives the iris data acquired from the customer from the biometric identification information acquisition unit 116, and transmits the received iris data to the customer authentication server 3A for personal authentication. The result of personal authentication is received from the customer authentication server 3A via the transmission / reception unit 117 and temporarily stored. The received result of personal authentication is transmitted to the acceptance form issuing unit 114.

  The reception slip issuing unit 114 receives the reception number assigned by the number management system 14 via the reception server 13 and prints the reception number on the reception slip with a built-in printing machine. Then, a receipt slip on which the receipt number is printed is issued to the customer. Further, the result of customer authentication by the personal authentication server and the checklist of the work by the counter employee can be printed and issued together with the reception slip.

Since the operation of the customer reception system of the second embodiment is almost the same as the operation of the first embodiment, the description thereof is omitted.

  In the second embodiment, a customer reception system that employs identity authentication based on iris data has been described. However, a customer reception system that employs personal authentication such as fingerprints, voiceprints, and facial features can be considered as an alternative to personal authentication using iris data.

  According to the customer reception system of the second embodiment, a display unit 111 that displays a store visit purpose screen, a transaction amount input screen, and a guidance screen for acquiring iris data on the reception terminal, a card reader unit 112 that receives a transaction card, A passbook processing unit 113 that accepts a passbook, a receipt slip issuing unit 114 that issues a receipt slip, a biometric identification information obtaining unit 116 that obtains customer iris data, and an authentication inquiry by transmitting the acquired iris data to the customer authentication server 3A When the customer who has visited the store selects one of a plurality of store visit purposes and inserts a transaction medium, the reception terminal reads the customer identification number from the transaction medium. The reception server acquires customer information corresponding to the customer identification number from the CRM server 4 and determines whether or not the customer authentication is necessary based on the customer information. When the customer information does not specify whether or not the user authentication is required, the transaction amount input screen is displayed on the display unit 111 to accept the input of the transaction amount from the customer. Based on the purpose of visit and the transaction amount, the customer authentication Judgment is necessary.

  When it is determined that the customer authentication is necessary, a guidance screen for acquiring iris data is displayed on the display unit 111 to guide the customer to stand in front of the iris camera 1161 and acquire iris data. The acquired iris data is subjected to customer authentication by collation with the customer's iris data held in the customer authentication server 3A, and a receipt slip on which the result of the identity authentication and the receipt number are printed is the customer Issued to. When the customer is called from the window, the customer can give the receipt to the window staff and inform the window staff that the person has been authenticated. There is no need to submit an ID, and there is no need for personal authentication by the counter attendant. This greatly reduces the burden of personal authentication processing on the counter attendant.

  As described above, in the first embodiment, the personal authentication by the personal identification number is adopted, and in the second embodiment, the customer reception system adopting the personal authentication by the iris data and the customer reception method using the customer reception system are described. However, the present invention is not limited to this. For example, a personal identification number is used instead of a personal identification number, and a fingerprint is used as biometric identification information.

It is a block diagram of the customer reception system of this invention. It is a block diagram of the reception terminal of Example 1. External view of the reception terminal of Example 1 and surface view (enlarged view) of the password input unit 3 is a flowchart of personal authentication using the customer reception system according to the first embodiment. It is a flowchart of the registration flow of the customer consent for the personal authentication using the customer reception system of the first embodiment. It is a flowchart of the agent registration flow using the customer reception system of Example 1. It is a figure which shows an example of the visit purpose screen. It is a figure which shows an example of the screen which prompts a customer to insert a medium. It is a figure which shows one example of a transaction amount input screen. It is a figure which shows an example of a PIN code input screen. It is a figure which shows an example of the registration content input screen of Example 1. FIG. It is a figure which shows an example of the explanatory screen regarding a personal authentication. It is an example of the registration confirmation screen of the password used by the agent. It is an example of the registration screen of a personal identification number of an agent. It is a figure which shows an example of the receipt slip of this invention. It is a block diagram of the reception terminal of Example 2. It is an external view of the reception terminal of Example 2. It is an example of the customer guidance screen of Example 2. FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Financial institution branch 11a-11n Reception terminal 11Aa-11An Reception terminal 12a-12m Window terminal 111 Display part 1111 Display 112 Card reader part 1121 Transaction card insertion slot 113 Passbook processing part 1131 Passbook insertion part 114 Reception slip issue part 1141 Reception Voucher discharge port 115 PIN number input unit 1151, 1151 ′ numeric keyboard 1152, 1152 ′ key layout selection unit 1153, 1153 ′ completion key 116 biometric identification information acquisition unit 1161 iris camera unit 117 transmission / reception unit 118, 118A authentication information inquiry unit 119 control Part 13 Reception server 14 Reception number management system 141 Number management server 142a-142j Call PAD
143a to 143j Call number display panel 15 LAN
2 Communication line 3, 3A Customer authentication server 4 CRM server

Claims (16)

In the customer reception method in which a receipt slip indicating a reception number indicating the order of guiding a customer who visits a financial institution to the window is described to the customer, and a window person in charge performs processing based on the reception slip,
When authentication information is acquired from the customer, personal authentication is performed by comparing with the authentication holding information of the customer held in advance, and the result of the personal authentication is described in the reception slip. In the customer reception method of issuing a receipt slip with a reception number indicating the order of guidance to the window to the customer who visited the store,
Obtaining customer identification information recorded in the transaction medium from the transaction medium issued to the customer, receiving authentication information necessary for authentication of the customer from the customer, and receiving the authentication information and the customer identification information Receiving means for issuing a receipt slip describing the result of the authentication performed based on the customer;
Upon receiving the authentication information and the customer identification information from the accepting means, the authentication holding information necessary for customer identification held in advance is searched based on the customer identification information, and the authentication holding information acquired by the search Customer authentication means for performing identity authentication by collating with the authentication information and notifying the reception means of the result of the identity authentication;
A customer reception method comprising: Comprising reception management means for managing the reception means;
When the reception management means acquires the customer identification information from the reception means, the customer associated with the acquired customer identification information from the customer information management means that manages customer information for managing customers 3. The customer reception method according to claim 2, wherein information is acquired, and whether or not personal authentication is required is determined based on information indicating whether or not personal authentication is indicated in the customer information. If the customer information does not show information for determining whether or not to authenticate the user,
The reception management means that receives the notification from the reception means that has received the purpose of visiting the store and the transaction amount from the customer determines whether or not the user authentication is necessary based on the purpose of the store visit and the transaction amount. Item 4. The customer acceptance method described in item 3.   5. The customer reception according to claim 4, wherein the reception slip includes the purpose of visiting the store, the transaction amount, and a check list of processing to be performed by a person in charge corresponding to the customer. Method.   3. The customer reception method according to claim 2, wherein the customer information management means registers in the customer information that the customer has agreed to perform the personal authentication.   3. The customer reception method according to claim 2, wherein the customer authentication is authentication of a proxy who has received a proxy request for the customer. In the customer reception system that issues a receipt slip with a reception number indicating the order of guidance to the window for customers who visit the store,
Obtaining customer identification information recorded in the transaction medium from the transaction medium issued to the customer, receiving authentication information necessary for authentication of the customer from the customer, and receiving the authentication information and the customer identification information Receiving means for issuing a receipt slip describing the result of the authentication performed based on the customer;
Upon receiving the authentication information and the customer identification information from the accepting means, the authentication holding information necessary for customer identification held in advance is searched based on the customer identification information, and the authentication holding information acquired by the search Customer authentication means for performing identity authentication by collating with the authentication information and notifying the reception means of the result of the identity authentication;
A customer system characterized by comprising: Comprising reception management means for managing the reception means;
When the reception management means acquires the customer identification information from the reception means, the customer associated with the acquired customer identification information from the customer information management means that manages customer information for managing customers 9. The customer system according to claim 8, wherein information is acquired, and whether or not personal authentication is necessary is determined based on information indicating whether or not personal authentication is indicated in the customer information. If the customer information does not show information for determining whether or not to authenticate the user,
The reception management means that receives the notification from the reception means that has received the purpose of visiting the store and the transaction amount from the customer determines whether or not the user authentication is necessary based on the purpose of the store visit and the transaction amount. Item 10. The customer reception system according to Item 9.   The customer reception system according to claim 8, wherein an authentication information input unit that receives an input of authentication information and a screen input unit that receives an input of a transaction amount are provided in the reception terminal.   12. The customer reception system according to claim 11, wherein the authentication information input unit is a code number input unit for inputting a code number, and the code number input unit is provided in a housing recess. The personal identification number input unit has a key layout selection function for selecting a numeric keypad layout,
13. The customer reception system according to claim 12, wherein when the customer inputs a password, one can be selected from a plurality of numeric keypad arrays. A selection button for selecting a key arrangement is provided in the password input part,
14. The customer reception system according to claim 13, wherein a normal array or a random array is alternately selected every time the selection button is pressed.   12. The customer reception system according to claim 11, wherein the authentication information input unit is a biometric information input unit that inputs biometric identification information. The customer reception system according to claim 15, wherein the biometric identification information is iris data, fingerprint data, or facial data.

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