JP4485150B2 - Remote call system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a remote call system that facilitates, for example, remote consultation services.
[0002]
[Prior art]
In a conventional remote call system, when a customer visits a store and calls a call center using a telephone of a window support device, the window support device and the window business device are connected via the Internet, and the operator and customer in the call center are connected. Conversation is possible (see Patent Document 1 below).
[0003]
[Patent Document 1]
JP 2002-279107 A (paragraph numbers [0045] to [0046], FIG. 1)
[0004]
[Problems to be solved by the invention]
Since the conventional remote call system is configured as described above, if the customer does not perform an operation such as calling the call center using a telephone, the customer cannot talk with the operator in the call center and is not good at machine operation. New customers have problems such as being unable to talk to operators in the call center.
[0005]
The present invention has been made to solve the above-described problems, and an object of the present invention is to provide a remote call system that allows a user to have a conversation with a remote operator without performing a special operation.
[0006]
[Means for Solving the Problems]
The remote call system according to the present invention is provided with detection means for detecting a user who enters a room where the first call terminal is installed, and when the detection means detects a user who enters the room, the first call terminal And line connection processing between the second call terminal and the second call terminal.
When the user touches the information display, the brightness of the information display is increased and the brightness of the video display is decreased. On the other hand, if the user does not touch the information display for a certain period of time, the video display is performed. A brightness control circuit is provided to increase the brightness of the display and lower the brightness of the information display.
[0007]
DETAILED DESCRIPTION OF THE INVENTION
An embodiment of the present invention will be described below.
Embodiment 1 FIG.
FIG. 1 is a block diagram showing a remote call system according to Embodiment 1 of the present invention. In the figure, a call terminal 1 as a first call terminal is a predetermined booth (a booth is simply a partition in a financial institution), for example. It may be a partitioned space or an independent room) and is connected to a call terminal 2 that is a second call terminal installed in a call center, for example, via a network such as a telephone line. When the operator's video and audio are received from the call terminal 2, the video is displayed and simultaneously the audio is output from the speaker. When the camera captures the user's video and the microphone collects the user's voice, the user's video and voice are transmitted to the call terminal 2.
[0008]
The human sensor 3 constitutes detection means for detecting a user who enters the booth where the call terminal 1 is installed. When the motion sensor 3 detects a user entering the booth, the connection control device 4 performs line connection processing between the call terminal 1 and the call terminal 2, and the motion sensor 3 confirms that the user has left the booth. When detected, the line disconnection process between the call terminal 1 and the call terminal 2 is performed. The connection control device 4 constitutes line control means. In the example of FIG. 1, the connection control device 4 is installed in the call center. However, the connection control device 4 is not necessarily installed in the call center, and may be installed in another place.
[0009]
FIG. 2 is a block diagram showing the internal configuration of the call terminal. Although the internal configuration of the call terminal 2 is not shown in the example of FIG. 2, the call terminal 2 may have the same configuration as the call terminal 1 or another configuration. However, in the case of other configurations, the call terminal 2 has a video and audio transmission / reception function, an operator imaging function, an operator voice collection function, a user video display function, a user voice input function, and the like. It is necessary to have at least.
The communication device 11 of the call terminal 1 receives the video and audio of the operator transmitted from the call terminal 2, and transmits the video and audio of the user to the call terminal 2. The projector 12 of the call terminal 1 projects the operator image received by the communication device 11 on the screen 13. The projector 12 and the screen 13 constitute a video display device.
The voice output unit 14 of the call terminal 1 outputs the operator's voice received by the communication device 11 from the speaker 15.
[0010]
The micro camera 16 of the call terminal 1 images a user who is sitting in front of the call terminal 1 and watching the operator's video. Note that the micro camera 16 is embedded in a substantially central portion of the screen 13 in order to match the line of sight of the operator and the user.
The sound collector 18 of the call terminal 1 outputs the user's voice input from the microphone 17 to the communication device 11. When the communication device 11 receives the content transmitted from the call terminal 2, the projector 19 of the call terminal 1 displays the content on the screen 20. The touch panel 21 is formed below the screen 20 and has a function of detecting a contact and accepting a predetermined operation when the user touches the screen 20. The projector 19, the screen 20, and the touch panel 21 constitute an information display with a touch sensor.
FIG. 3 is a time chart showing processing contents of the remote call system according to Embodiment 1 of the present invention.
[0011]
Next, the operation will be described.
For example, when a user who is a customer of a financial institution enters a booth where the call terminal 1 is installed, the human sensor 3 installed in the booth detects the user entering the booth (step ST1). ).
In this example, the human sensor 3 detects the user entering the room, but the present invention is not limited to this. For example, a door sensor is installed on the door of the booth, and the door sensor detects the opening of the door. Thus, the user's entry may be detected. Alternatively, when an employee of a financial institution sees a user entering a room, a notification device (not shown) may be turned on to transmit room entry detection information to the connection control device 4.
[0012]
When the human sensor 3 detects a user entering the booth, the connection control device 4 transmits a line connection request to the call terminal 2 that is currently in an idle state (step ST2).
When the call terminal 2 receives the line connection request from the connection control device 4, the call terminal 2 makes a call to the call terminal 1 (step ST3). When the call terminal 1 responds to the call (step ST4), the call terminal 2 makes a call to the call terminal 1. The line connection between the terminals 2 is completed.
Thereby, the user's image captured by the micro camera 16 of the call terminal 1 and the user's voice input from the microphone 17 are transmitted to the call terminal 2, and the user's image is displayed on the screen of the call terminal 2. The user's voice is output from the speaker of the call terminal 2.
On the other hand, the operator's image captured by the camera of the call terminal 2 and the operator's voice input from the microphone are transmitted to the call terminal 1, and the operator's image is displayed on the screen 13 of the call terminal 1. The operator's voice is output from one speaker 15.
[0013]
At this time, when the operator explains the financial product or the like based on the material, the operator operates the touch panel or the like of the call terminal 2 to transmit the screen information of the screen (content) on which the material is represented to the call terminal 1. To do. However, when the call terminal 1 holds screen data of a screen on which various materials are represented in advance, designation information for designating a display target screen is transmitted as screen information. When such screen data is not held, the screen data to be displayed is transmitted as screen information.
When the communication device 11 receives the screen information transmitted from the call terminal 2, the projector 19 of the call terminal 1 displays a screen on the screen 20 according to the screen information.
[0014]
When the user operates the touch panel 21 by touching the screen 20, the operation signal is output to the projector 19, and the projector 19 switches the screen displayed on the screen 20 according to the operation signal and overwrites information ( For example, a part of the displayed material is overwritten with a check mark or a check mark).
Since the communication device 11 transmits the operation signal output from the touch panel 21 to the call terminal 2, the display content on the display of the call terminal 2 matches the display content on the screen 20 of the call terminal 1.
[0015]
Thereafter, when the conversation between the user and the operator ends and the user leaves the booth, the human sensor 3 detects that the user has left the booth (step ST5).
When the presence sensor 3 detects the user leaving the room, the connection control device 4 transmits a line disconnection request to the call terminal 2 that is currently connected (step ST6).
When the call terminal 2 receives the line disconnection request from the connection control device 4, the call terminal 2 disconnects the line between the call terminal 1 and the call terminal 2 (steps ST7 and ST8).
[0016]
As apparent from the above, according to the first embodiment, when a user enters the booth where the call terminal 1 is installed, the human sensor 3 is provided to detect the user entering the booth. When the sense sensor 3 detects a user entering the booth, the line connection process between the call terminal 1 and the call terminal 2 is performed, so that the operator who is in a remote place without performing any special operation. The effect that you can talk with.
Further, when the user enters the booth, the line connection process is started immediately, so that it is possible to reduce the waiting time of the user until the line is connected.
[0017]
According to the first embodiment, when the human sensor 3 detects the user leaving the room, a line disconnection request is transmitted to the call terminal 2 that is currently connected, and the call terminal 1 and the call terminal 2 are connected. Therefore, it is possible to automatically disconnect the line without any special operation by the user.
Further, according to the first embodiment, in addition to the projector 12 that displays the video transmitted from the call terminal 2 on the screen 13, the projector that displays the content transmitted from the call terminal 2 on the screen 20. 19 is provided, so that it is possible to receive an explanation of a product or the like with almost the same feeling as when receiving an explanation from an operator at a normal window.
[0018]
In the first embodiment, when the human sensor 3 detects the user's entry, the connection control device 4 transmits a line connection request to the call terminal 2, and the call terminal 2 makes a call to the call terminal 1. As described above, when the human sensor 3 detects the user entering the room, the connection control device 4 transmits a line connection request to the call terminal 1 so that the call terminal 1 makes a call to the call terminal 2. It may be.
In the first embodiment, when the motion sensor 3 detects the user leaving the room, the connection control device 4 transmits a line disconnection request to the call terminal 2, and the call terminal 2 disconnects the line. As shown, when the human sensor 3 detects the user leaving the room, the connection control device 4 may transmit a line disconnection request to the call terminal 1 so that the call terminal 1 disconnects the line.
[0019]
Furthermore, in the first embodiment, when the human sensor 3 detects the user entering or leaving the room, the connection control device 4 transmits a line connection request or disconnection request to the call terminal 2. When the human sensor 3 detects that the user has entered the room, the communication device 11 of the call terminal 1 calls the call terminal 2 and connects the line without going through the connection control device 4, and the human sensor 3 leaves the user's room. May be detected, the communication device 11 of the call terminal 1 may disconnect the line without going through the connection control device 4.
[0020]
Embodiment 2. FIG.
In the first embodiment, the connection control device 4 transmits a line connection request to the call terminal 2 when the human sensor 3 detects the user entering the room. However, the human sensor 3 Even if no entry is detected, the connection control device 4 transmits a line connection request to the call terminal 2 when the reservation time is reached (for example, when a meeting time with the user is set in advance). May be.
In this case, it is possible to eliminate the waiting time of the user until the line is connected.
[0021]
Embodiment 3 FIG.
In the first embodiment, the case where one call terminal 2 is installed in the call center has been shown. However, as shown in FIG. 4, when a plurality of call terminals 2 are installed in the call center, When the human sensor 3 detects that the user has entered the room, the connection control device 4 searches for a call terminal 2 that can currently make a call (the call terminal 2 in an idle state) among the plurality of call terminals 2, and the call terminal 2. A connection request for a line may be transmitted. In this case, since the connection control device 4 manages the line connection of all the call terminals 2, it always knows which call terminal 2 is in an idle state.
As a result, even when a plurality of call terminals 2 are installed in the call center, the line connection between the call terminal 1 and the call terminal 2 can be quickly completed.
[0022]
In the third embodiment, a case where a plurality of call terminals 2 are installed in the call center has been described. However, a plurality of call terminals 2 are installed by the connection control device 4 performing the above processing. This situation is usually the case where the call terminal 1 is installed in a plurality of booths, and can be implemented in a financial institution or the like forming many branch networks.
[0023]
Embodiment 4 FIG.
In the third embodiment, the connection control device 4 searches for a currently available call terminal 2 from among a plurality of call terminals 2 and transmits a line connection request to the call terminal 2. However, after the line connection between the call terminal 1 and the call terminal 2 is completed, when the connection control device 4 receives a transfer request from the call terminal 2 to another call terminal 2, the connection destination of the call terminal 1 is changed to another The call terminal 2 may be switched.
[0024]
Specifically, for example, when the operator of the call terminal 2 to which the line is first connected hears a message from the user and determines that it is more appropriate for another operator to respond, Request to the call terminal 2 is transmitted to the connection control device 4. At this time, it is assumed that the transfer request includes an identification number for specifying the destination call terminal 2.
When receiving a transfer request to another call terminal 2, the connection control device 4 determines whether or not the transfer destination call terminal 2 is currently in an idle state. The destination is switched to another call terminal 2.
[0025]
According to the fourth embodiment, the user can receive a more appropriate response.
In the fourth embodiment, the connection control device 4 accepts the transfer request once. However, it goes without saying that the connection control device 4 may accept the transfer request a plurality of times.
[0026]
Embodiment 5 FIG.
5 is a block diagram showing the internal configuration of a call terminal of a remote call system according to Embodiment 5 of the present invention. In the figure, the same reference numerals as those in FIG.
The brightness control circuit 31 has a function of controlling the brightness of the projectors 12 and 19.
[0027]
Except for the point that the luminance control circuit 31 is provided, the operation is the same as that of the first embodiment, and the operation of the luminance control circuit 31 will be mainly described here.
As described in the first embodiment, the projector 12 of the call terminal 1 displays the operator's video on the screen 13, and at the same time, the projector 19 displays the screen (content) on which the document is displayed on the screen 20. is there.
In this case, when the user is watching the operator's video, if the display brightness of the content displayed on the screen 20 is too high, the operator's video becomes difficult to see. On the other hand, when the user is watching the content, if the operator's video brightness displayed on the screen 13 is too high, the content becomes difficult to see.
[0028]
Therefore, the brightness control circuit 31 controls the brightness of the projectors 12 and 19 according to the brightness control signal transmitted from the call terminal 2 under the operation of the operator.
That is, when transmitting the screen information of the content, the call terminal 2 decreases the luminance of the projector 12 and transmits a luminance control signal instructing to increase the luminance of the projector 19. Alternatively, when the operator touches the screen of the call terminal 2 displaying the content, the brightness of the projector 12 is lowered and a brightness control signal instructing to increase the brightness of the projector 19 is transmitted.
When the brightness control circuit 31 of the call terminal 1 receives such a brightness control signal, the brightness of the projector 12 is lowered and the brightness of the projector 19 is raised.
As a result, the video brightness of the operator is lowered, so that the content displayed on the screen 20 is easy to see.
[0029]
On the contrary, when the explanation based on the material is temporarily interrupted, the brightness of the projector 12 is increased under the operation of the operator, and a brightness control signal for instructing to decrease the brightness of the projector 19 is transmitted.
When receiving the luminance control signal, the luminance control circuit 31 of the call terminal 1 increases the luminance of the projector 12 and decreases the luminance of the projector 19.
As a result, the display brightness of the content is lowered, so that the operator's video displayed on the screen 13 is easy to see.
[0030]
Further, the brightness control circuit 31 of the call terminal 1 does not receive the brightness control signal from the call terminal 2, and when the touch panel 21 detects the touch when the user touches the screen 20 displaying the content, The brightness of the projector 19 is increased and the brightness of the projector 19 is increased.
As a result, the video brightness of the operator is lowered, so that the content displayed on the screen 20 is easy to see.
Note that the luminance control circuit 31 of the call terminal 1 increases the luminance of the projector 12 and decreases the luminance of the projector 19 if the user does not touch the screen 20 displaying the content for a certain time or longer. Also good.
[0031]
As apparent from the above, according to the fifth embodiment, since the luminance control circuit 31 for controlling the luminance of the projectors 12 and 19 is provided, the display contents on the screens 13 and 20 can be easily viewed. In addition, a secondary effect that can reduce the power consumption and extend the life of the projectors 12 and 19 can be obtained.
[0032]
Embodiment 6 FIG.
In the fifth embodiment, the luminance control circuit 31 controls the luminance of the projectors 12 and 19 according to the luminance control signal. However, the luminance control circuit 31 detects the user's line-of-sight direction and responds to the line-of-sight direction. Thus, the brightness of the projectors 12 and 19 may be controlled.
That is, the luminance control circuit 31 increases the luminance of the projector 12 and decreases the luminance of the projector 19 when the user is looking at the screen 13, and decreases the luminance of the projector 19 when the user is looking at the screen 20. The brightness of the projector 12 is lowered.
Thereby, the same effects as those of the fifth embodiment can be obtained.
In addition, since the detection method of a user's gaze direction should just use a prior art, it does not explain in particular here, For example, what is necessary is just to use the detection method currently disclosed by Unexamined-Japanese-Patent No. 8-21949.
[0033]
Embodiment 7 FIG.
6 is a block diagram showing the internal configuration of a call terminal of a remote call system according to Embodiment 7 of the present invention. In the figure, the same reference numerals as those in FIG.
The printing device 32 constitutes printing means for printing the content displayed by the projector 19.
[0034]
In the first embodiment, the projector 19 displays the content on the screen 20. However, as shown in FIG. 7, the printing device 32 may print the content displayed on the screen 20. .
In the example of FIG. 7, the content displayed on the screen 20 is a contract, and the position designation information transmitted from the call terminal 2 by the projector 19 (information on the touch position detected by the touch panel when the operator touches the screen). ), A point of interest (for example, a signature, a seal, an entry) in the printed material is indicated on the displayed content (in the example of FIG. 7, a circle is displayed at the entry) .
As shown in FIG. 8, the projector 19 displays a place for posting the contract, which is a printed matter, in accordance with the operator instruction information transmitted from the call terminal 2.
According to the seventh embodiment, it is possible to create a contract document or the like with almost the same feeling as when receiving an explanation from an operator at a normal window.
[0035]
Embodiment 8 FIG.
In the first embodiment, the communication terminal 1 is installed in the booth. However, as shown in FIG. 9, a plate (for example, a polymer) whose transmittance changes electrically on the wall of the booth. A plate having a liquid crystal polymer or a line-of-sight restriction filter), and when the human sensor 3 detects the user's entry, a transmittance control circuit 5 that lowers the transmittance of the plate may be provided.
As a result, when the user is not in the booth, the inside of the booth can be seen from the outside, but when the user enters the booth, the board which is the wall of the booth changes to translucent or opaque. By doing so, it is possible to protect the privacy of the user.
[0036]
【The invention's effect】
As described above, according to the present invention, there is provided detection means for detecting a user who enters the room where the first call terminal is installed, and when the detection means detects a user who enters the room, the first means Since the line connection process between the call terminal and the second call terminal is performed, there is an effect that the user can talk with an operator in a remote place without performing a special operation.
When the user touches the information display, the brightness of the information display is increased and the brightness of the video display is decreased. On the other hand, if the user does not touch the information display for a certain period of time, the video display is performed. Since the brightness control circuit for increasing the brightness of the display and lowering the brightness of the information display is provided, the display contents of the video display and the information display can be made easier to see, and the video display and the information display are displayed. This has the effect of reducing the power consumption and extending the service life of the vessel.
[Brief description of the drawings]
FIG. 1 is a configuration diagram showing a remote call system according to a first embodiment of the present invention.
FIG. 2 is a configuration diagram showing an internal configuration of a call terminal of the remote call system according to the first embodiment of the present invention.
FIG. 3 is a time chart showing the processing contents of the remote call system according to Embodiment 1 of the present invention.
FIG. 4 is a block diagram showing a remote call system according to Embodiment 3 of the present invention.
FIG. 5 is a block diagram showing an internal configuration of a call terminal of a remote call system according to Embodiment 5 of the present invention.
FIG. 6 is a block diagram showing an internal configuration of a call terminal of a remote call system according to Embodiment 7 of the present invention.
FIG. 7 is an explanatory diagram showing entry lines for printed matter.
FIG. 8 is an explanatory diagram illustrating a display example of a place where a printed material is posted.
FIG. 9 is a block diagram showing a remote call system according to an eighth embodiment of the present invention.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 Call terminal (1st call terminal), 2 Call terminal (2nd call terminal), 3 Human sensor (detection means), 4 Connection control apparatus (line control means), 5 Transmission control circuit, 11 Communication apparatus , 12 Projector (video display), 13 Screen (video display), 14 Audio output unit, 15 Speaker, 16 Micro camera, 17 Microphone, 18 Audio collector, 19 Projector (Information display with touch sensor), 20 screens (information display with touch sensor), 21 touch panel (information display with touch sensor), 31 brightness control circuit, 32 printing device (printing means).

Claims (11)

Detection means for detecting a user entering a room in which a first call terminal having a video and audio transmission / reception function is installed; and when the detection means detects a user entering a room, the first call terminal In a remote call system comprising line control means for performing line connection processing between second call terminals having video and audio transmission / reception functions, the first call terminal is transmitted from the second call terminal. In addition to the video display for displaying the video, the information display with touch sensor for displaying the content transmitted from the second call terminal is provided, and the brightness of the video display and the information display is controlled. comprising a luminance control circuit that, the luminance control circuit, when the user touches on the information display unit, by increasing the brightness of the information display unit, while reducing the luminance of the video display, the user Certain period of time, if there is to touch the information display device, a remote call system by increasing the brightness of the video display unit, and wherein the lower the brightness of the information display device.   The line control means performs line disconnection processing between the first and second call terminals when the detection means detects a user who leaves the room where the first call terminal is installed. The remote call system according to 1.   2. The remote control according to claim 1, wherein the line control means performs line connection processing between the first and second call terminals when the reservation time comes even if the detection means does not detect a user entering the room. Call system.   When there are a plurality of second call terminals, the line control means searches for call terminals that can currently make a call from the plurality of second call terminals, and performs line connection processing between the call terminals and the first call terminal. The remote call system according to claim 1, wherein:   The line control means receives the transfer request from the second call terminal to another second call terminal after completing the line connection processing between the first and second call terminals, and then receives the first call. 5. The remote call system according to claim 4, wherein the connection destination of the terminal is switched to another second call terminal.   The remote call system according to claim 1, wherein the brightness control circuit controls the brightness of the video display and the information display according to a brightness control signal transmitted from the second call terminal.   The remote call system according to claim 1, wherein the luminance control circuit detects a user's line-of-sight direction and controls the luminance of the video display and the information display according to the line-of-sight direction.   The remote call system according to claim 1, further comprising printing means for printing content displayed on the information display. 9. The remote call system according to claim 8 , wherein the information display unit instructs a point of interest in the printed matter on the content being displayed according to the position designation information transmitted from the second call terminal. 9. The remote call system according to claim 8 , wherein the information display displays a place where the printed material is posted.   A transmittance control circuit which comprises a wall of a room in which the first call terminal is installed with a plate whose electrical transmittance changes, and when the detecting means detects a user entering the room, the transmittance control circuit reduces the transmittance of the plate The remote call system according to claim 1, further comprising:

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