JP2003346215A - Automatic transaction device cooperation system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To obtain a reception number and start loan screening by operation of an automatic transaction device by a customer, and obtain the information in which the customer is interested by a desired means. <P>SOLUTION: This system is provided with the automatic transaction device 11 installed in a store, and a customer information management system 21 for making guidance information in correspondence with the customer based on a customer ID of the customer operating the automatic transaction device 11. The automatic transaction device 11 displays the guidance information between financial transaction, and the guidance information includes a selection means for selecting an obtaining means for obtaining the detailed information. <P>COPYRIGHT: (C)2004,JPO

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an automatic transaction device cooperation system.

[0002]

2. Description of the Related Art Conventionally, when a customer of a financial institution, such as a bank, a post office, a shinkin bank, and the like, performs financial transactions such as deposits, withdrawals, transfers, balance inquiries, and the like, a branch of the financial institution, that is, a branch office, is used. ATM (Automatic Telephone)
r Machine: Automatic teller machine, CD (Cas
When an automatic transaction device such as h Dispenser is used, in addition to information on financial transactions such as an instruction of an operation method of the automatic transaction device and a transaction amount, a display screen or a transaction statement of the automatic transaction device is used. A system is provided in which additional information such as a message, an advertisement, and a notification from the financial institution to the customer is displayed or printed.

[0003] For example, when the customer operates the automatic transaction device in the bank to check the balance and completes the operation, the display screen displays "XX, which is newer than X
Service started. Go ahead and use it, please! Is displayed, and then the screen returns to the initial screen. Further, the information is printed in a margin at an upper end or a lower end of the printed balance inquiry statement.

[0004] The above system is changed every day,
Since it can be changed for each branch, services provided by financial institutions, that is, financial products can be communicated to customers in a timely manner, and appropriate information appropriate to the region can be communicated to customers. it can.

[0005] Further, when a failure occurs in the automatic transaction apparatus, information such as "cannot be handled. Please come to the counter during business hours." Is displayed on the display screen, and the customer is referred to the counter. It is designed to guide.

[0006] Thus, the financial institution can provide the customer with additional information such as an advertisement for a financial product and a method of coping with a trouble. Customers can also get additional information about financial institutions' financial products,
Appropriate actions can be taken even when a trouble such as a failure of the automatic transaction apparatus occurs.

[0007]

However, in the above-mentioned conventional system, it is necessary to reduce the time required for financial transactions using an automatic transaction apparatus, so that only advertisements and simple guidance for financial products are provided. If you are unable to obtain more information about a financial product or try to purchase or apply for a financial product or service,
The customer had to go to the counter.

[0008] When going to the counter, the customer renews the reception number ticketing machine arranged near the entrance of the office in order to obtain a reception ticket on which a reception number indicating the order of acceptance at the counter is printed. Need to operate. Therefore, the customer feels troublesome.

In the case where the message from the financial institution to the customer displayed on the display screen of the automatic transaction apparatus is a guide to a card loan as a financial product, the customer applies for a card loan at the counter, and then makes a loan. Judgment will be performed. Therefore, it is necessary to wait until the loan examination is completed, and it takes a long time until a card loan contract is concluded.

[0010] Further, even if the customer who cannot afford the time wants to obtain detailed information about the financial product, he cannot obtain detailed information from the operator at the counter or consult with the operator. Note that some customers do not like to talk or consult face-to-face with the operator. In this case, even if the customer is interested in the financial product displayed on the display screen of the automatic transaction device, the customer cannot obtain the information. In addition, the financial institution misses an opportunity to provide information to a customer interested in the financial product and increase sales of the financial product.

[0011] The present invention solves the problems of the above-mentioned conventional system, and enables a customer to operate a vending machine to obtain a receipt number or start a loan examination, and to allow a customer to start a loan examination. It is an object of the present invention to provide an automatic transaction device cooperation system that can acquire interested information by a desired means.

[0012]

For this purpose, in the automatic transaction apparatus coordination system of the present invention, the automatic transaction apparatus provided in the branch and the customer ID of the customer who operates the automatic transaction apparatus are used. A customer information management system for creating guide information having contents corresponding to the customer, wherein the automatic transaction apparatus displays the guide information between financial transactions, and the guide information selects an acquisition unit for obtaining detailed information. Selection means for performing the selection.

[0013] In another automatic transaction apparatus cooperation system according to the present invention, the guide information is a guide for a financial product.

[0014] In still another automatic transaction apparatus cooperation system of the present invention, the acquisition means is an explanation at a counter, an explanation by telephone, distribution of electronic mail, or transmission of materials.

[0015] In still another automatic transaction device cooperating system of the present invention, the automatic transaction device prints a receipt number on a medium when an explanation at a window is selected as the acquisition means.

In still another automatic transaction device cooperation system according to the present invention, when the financial product is a card loan, the guide information includes selection means for selecting to agree to a loan examination, and If the information management system chooses to accept the loan review, the information management system sends a review request to the loan review system.

In still another automatic transaction apparatus cooperation system of the present invention, there is further provided a database for storing an operation history of the customer operating the automatic transaction apparatus when the guide information is displayed.

The automatic transaction apparatus of the present invention has an ID acquisition unit for acquiring a customer ID of a customer, and a customer operation unit for displaying guidance information corresponding to the customer, and transmits the guidance information to a financial transaction. And the guide information includes a selection unit for selecting an acquisition unit for acquiring detailed information.

In another automatic transaction apparatus of the present invention, the guide information is a guide for a financial product.

[0020] In still another automatic transaction apparatus of the present invention, the acquisition means may be an explanation at a counter, an explanation by telephone, distribution of e-mail, or transmission of materials.

In still another automatic transaction apparatus according to the present invention, the automatic transaction apparatus further includes a printing unit that prints a receipt number on a medium when the description at the window is selected as the acquisition unit.

In still another automatic transaction apparatus of the present invention, the medium is a transaction statement.

[0023]

Embodiments of the present invention will be described below in detail with reference to the drawings.

FIG. 1 is a diagram showing a configuration of an automatic transaction apparatus cooperation system according to a first embodiment of the present invention, and FIG. 2 is a diagram showing information stored in a customer master database according to the first embodiment of the present invention. FIG. 3 is a diagram showing an example, and FIG. 3 is a diagram showing an example of information stored in a CRM database according to the first embodiment of the present invention.

In FIG. 1, reference numeral 10 denotes a branch office system as a computer system provided in a branch office of a financial institution such as a bank, a credit union, a post office, a consumer finance company or the like. The office system 10 has a counter terminal 12 and a reception number management system 13.

Here, reference numeral 11 denotes an automatic transaction device such as an ATM or a CD disposed at the branch office, which is operated by a customer of the financial institution to deposit, withdraw, passbook book, balance inquiry, etc. It is a device for performing financial transactions such as transfer, transfer, remittance, and time deposit setting. In addition, the automatic transaction device 11
May be a multi-function terminal such as a kiosk terminal having other functions, for example, a ticket reservation function, a product purchase application function, a credit card credit confirmation function, a facility information guidance function, and the like. The customer is a person who opens his own account at a financial institution and uses the financial institution, and is generally an individual, but may be a company, an organization, or the like.

The automatic transaction apparatus 11 includes input devices such as a keyboard, a touch panel, and a mouse, a CRT, a liquid crystal display, an LED (Light Emittin).
gDiode) has a customer operation unit including a display device such as a display. Preferably, the customer operation unit is a touch panel having both functions of an input device and a display device.

The automatic transaction apparatus 11 is an ID for handling a card such as a cash card and acquiring a customer ID.
It has a card handling unit as an acquisition unit. Here, the card is a deposit, withdrawal, issued by a financial institution to a customer,
It is a card for performing financial transactions such as transfer and balance inquiry, and has a magnetic stripe for storing information such as a customer's name, account number, personal identification number, and customer ID. The member for storing the information may be an IC embedded in a card instead of the magnetic stripe. The card handling section includes a card slot into which a card is inserted, and a carrier device for carrying the card, and reading and overwriting of information stored in a magnetic stripe or an IC of the card in the card slot. And a recording head such as a magnetic head for performing erasing and the like.

Further, the automatic transaction apparatus 11 has a printing unit for printing and issuing a transaction statement. In the present embodiment, the printing unit prints the receipt number on a transaction statement as a medium. The transaction statement is a piece of paper on which information relating to financial transactions performed by the user, such as deposits, withdrawals, passbook entries, balance inquiries, transfers, transfers, remittances, and time deposit settings, is printed. , The type of financial transaction, the transaction amount, etc. are printed. In the present embodiment, when the customer operates the customer operation unit and selects consultation at the sales counter, information such as the counter number and the customer's reception number is also printed on the transaction statement slip.

The automatic transaction apparatus 11 has a passbook bookkeeping section for writing in a passbook such as a bankbook, a bill receiving / dispensing section for handling bills, and a coin receiving / dispensing section for handling coins. Further, the automatic transaction device 11 includes a CPU, an MPU
And a storage unit such as a semiconductor memory and a magnetic disk, a communication unit, and the like, and a control unit that controls the operation of the automatic transaction apparatus 11 in a comprehensive manner.

The counter terminal 12 includes a CPU, an arithmetic unit such as an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard, a mouse, and a touch panel, a CRT, and the like. , Display devices such as liquid crystal displays, communication interfaces,
It is a computer including a printing machine and the like. Then, the operator of the sales office, which is a teller in the bank, operates the teller terminal 12 to perform various operations such as depositing, withdrawing, transferring, filling in a passbook, performing financial processing, opening an account, and setting a term deposit. And the customer makes the automatic transaction device 1
If the user selects the consultation at the sales counter by operating the input means of (1), various information such as the customer's address, name, etc., customer information previously collected and stored, detailed information on financial products, etc. Is supposed to get.

Then, the reception number management system 13
Is a computer system for operating an in-store reception terminal (not shown) arranged near the entrance of the sales office;
The system includes a server (not shown), which is a computer including an arithmetic unit such as U and MPU, a storage device such as a magnetic disk and a semiconductor memory, a communication interface, and the like, and one or a plurality of storefront reception terminals functioning as clients of the server. Here, the in-store reception terminal includes an arithmetic device such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard and a touch panel, a CRT,
A display device such as a liquid crystal display, a sound output device such as a speaker, a communication interface, a ticket issuing machine for issuing a number tag, and the like are provided. Then, the customer who visits the counter of the sales office operates the store reception terminal by himself and inputs his / her own business, address, name, etc., and obtains the corresponding counter number, the reception number of the customer, the expected waiting time, etc. Is output from a display device, an audio output device, a ticket issuing machine, and the like.

In FIG. 1, the automatic transaction device 1
Although only one and one contact terminal 12 are shown, each may be plural. Further, the automatic transaction apparatus 11, the teller terminal 12, and the reception number management system 13 are connected to each other.

Reference numeral 20 denotes a center system as a computer system, and a customer information management (CRM: Customer Relation) as a subsystem.
The system includes a ship management system 21, a loan examination system 25, a call center 26, an e-mail system 27, and a DM (Direct Mail) system 28. The center system 20 is connected to a network 15, and the sales office system 10 is connected to the network 15. Here, the network 15 is a wireless or wired dedicated communication network or a public communication network, the Internet, a LAN.
(Local Area Network), WAN
(Wide Area Network). It is preferable that the network 15 be a dedicated network, but a VPN (Virtual Private) using a public network is used.
e Network).

In the present embodiment, the customer information management system 21 stores the customer I of the customer who operates the automatic transaction apparatus 11.
Based on D, guide information having contents corresponding to the customer is created. The customer information management system 21 includes an arithmetic device such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard and a mouse, a display device such as a CRT and a liquid crystal display,
The computer includes a server (not shown) as a computer having a communication interface and the like, and a CRM database 22 and a customer master database 23 including storage devices such as a magnetic disk and a semiconductor memory. The CR
M database 22 and customer master database 23
May be integrally formed inside the server. The CRM database 22 stores display data for each customer, campaign information, messages, and the like. Further, the customer master database 23 stores a customer ID, an address, a name, an age,
Information about basic attributes of the customer such as occupation, income, and family structure, that is, basic customer attribute information and account transaction information such as a history of account transactions performed in the past are stored. Further, the CRM database 22 includes a history database (not shown) for storing campaign information provided to the customer, a campaign history related to messages and the like, an operation history of the customer operating the automatic transaction apparatus 11 and the like, and the like.

Here, the customer master database 23
Stores customer basic attribute information in a form as shown in FIG. 2, for example. In this case, a table in which information such as a name, an address, and a telephone number is described is stored in the customer master database 23 so as to correspond to the customer ID given to identify each customer. Also,
The CRM database 22 stores display data for each customer, campaign information, messages, and the like, for example, as shown in FIG.
Are stored in the form shown in FIG. In this case, the target customer ID indicating the target customer of each campaign is stored so as to correspond to the campaign ID assigned to identify each of the campaigns performed by the financial institution on the customer. Also, Figure 3 for introducing the campaign created for each customer
Message I indicating a message as shown in (b)
D is stored so as to correspond to the target customer ID. Further, in order to create guide information including the message and display the guide information on the display device in the customer operation unit of the automatic transaction apparatus 11, a screen including an image as shown in FIG. Is stored so as to correspond to each message ID.

Note that the loan examination system 25
Processing devices such as PU and MPU, storage devices such as magnetic disks and semiconductor memories, input devices such as keyboards and mice, C
It includes a server (not shown) and a database (not shown) as a computer including an RT, a display device such as a liquid crystal display, a communication interface and the like. The database includes, in addition to the customer basic attribute information for each customer, the status of setting various loans such as a mortgage loan, the history of repayment of loans in the past, Stores information. The information such as the customer basic attribute information may be obtained from the CRM database 22 and the customer master database 23 as needed. The loan examination system 25 is connected to an external personal credit information institution 31 via the network 17. Thereby, at the time of the loan examination, the loan examination system 25 can request the personal credit information agency 31 for the examination. The network 17 may be any one of a wireless or wired dedicated communication network or a public communication network, the Internet, a LAN, and a WAN.

The call center 26 is a center for receiving telephone inquiries and consultations in order to receive and answer various inquiries and consultations from customers regarding financial products and the like provided by financial institutions. here,
The call center 26 is provided with a CTI (Com
puter Telephony Integrati
on) A server, an operator's terminal, an operator's telephone, and the like are provided so that the operator can respond to a telephone inquiry from a customer and provide the customer with detailed information on financial products and the like by telephone. From the operator terminal, the customer information management system 21 is accessed as appropriate, and the CRM database 22 is accessed.
And the information stored in the customer master database 23 can be obtained.

The e-mail system 27 has a C
Processing devices such as PU and MPU, storage devices such as magnetic disks and semiconductor memories, input devices such as keyboards and mice, C
An electronic mail server (not shown) is provided as a computer including a display device such as an RT, a liquid crystal display, and a communication interface. Here, the e-mail system 27 is connected to a personal computer, a mobile phone, a PDA (Personal Digital Asser) operated by a customer via a network such as the Internet.
e-mail can be delivered to terminal equipment such as "instant".

The DM system 28 has a CP
Operation devices such as U and MPU, storage devices such as magnetic disks and semiconductor memories, input devices such as keyboards and mice, CR
T, a DM (not shown) as a computer having a display device such as a liquid crystal display, a communication interface, etc.
It has a server. Here, the DM server analyzes various information stored in the CRM database 22 and the customer master database 23, and creates direct mail including detailed information on financial products and the like, messages of ongoing campaigns, and the like. Sent to the customer.

Next, the operation of the automatic transaction apparatus cooperation system having the above configuration will be described.

FIG. 4 is a diagram showing an example of a message display screen of the customer operation unit according to the first embodiment of the present invention.

First, when the customer operates the automatic transaction apparatus 11 provided at the financial institution to perform financial transactions such as deposits, withdrawals, passbook entries, balance inquiries, etc., a transaction selection is displayed on the display unit of the customer operation unit. The screen is displayed. Here, a case where the customer operation unit is a touch panel having functions of an input unit and a display unit will be described. Then, in the customer operation unit, the customer selects a desired transaction from the displayed transactions, for example, a balance inquiry. Therefore, the customer
Touching, that is, touching, the balance inquiry key from among the financial transactions displayed on the customer operation unit.

Subsequently, a screen for instructing insertion of a card is displayed on the customer operation section, and the customer inserts the cash card into the card slot of the card handling section. Then, a numeric keypad is displayed on the customer operation unit together with an instruction to input a personal identification number. The customer touches the numeric keypad and inputs the personal identification number. Then, the recording head of the card handling unit operates the magnetic stripe or I
The customer ID, which is information stored in C, is read. Then, the customer ID is transmitted from the automatic transaction apparatus 11 to the customer information management system 21.

Then, the customer information management system 21
Upon receiving the customer ID from the automated teller machine 11, it accesses the CRM database 22 to determine whether the campaign information for the customer is stored. In this case, it is determined whether or not the customer ID received from the automatic transaction apparatus 11 is included in the target customer ID as shown in FIG. If it is determined that the customer ID is included in the target customer ID, that is, the campaign information for the customer is stored, the customer information management system 21 sends the message ID corresponding to the target customer ID.
Extract messages based on Then, based on the screen configuration information corresponding to the target customer ID, the customer information management system 21 displays, on the display device of the automatic transaction apparatus 11, FIG.
An image signal for displaying guidance information containing an image as shown in (c) is created and transmitted to the automatic transaction apparatus 11. The guidance information includes the extracted message.

Here, the automatic transaction apparatus 11 displays guidance information including a message as shown in FIG. 4 on the display device of the customer operation unit based on the received image signal.
In this case, the campaign for the customer is a campaign for a fund product as a financial product, and a screen is displayed at a sales office window, which recommends that the customer consult the operator to obtain detailed information on the fund product. You. In addition, the automatic transaction apparatus 11 displays the screen during a financial transaction, that is, during processing of the financial transaction (time during which the received cash is counted or an account system is accessed) or the like. Is displayed.

For example, when the customer touches the balance inquiry key from among the financial transactions displayed on the customer operation section, inserts a cash card into the card slot of the card handling section and inputs a password, the automatic Transaction device 11
By accessing an accounting system (not shown), information on the balance of the customer's account is obtained. In this case, after accessing the accounting system, information on the balance of the customer's account is displayed on the display device of the automatic transaction apparatus 11, recorded in a passbook, printed on a transaction statement, The customer has to wait in front of the automated teller machine 11 because there is some time before it is output. Therefore, in the present embodiment, a screen including a message as shown in FIG. 4 is displayed between financial transactions in which the customer waits in front of the automatic transaction apparatus 11.

In the present embodiment, the description at the window can be selected as an acquisition means for acquiring detailed information on a fund product as a financial product. In this case, as shown in FIG. 4, the screen includes "consult" and "don't consult" buttons as selection means for selecting whether or not to consult the operator at the counter of the branch office. Then, when the customer selects consultation with the operator and presses the “consult” button, the automatic transaction apparatus 11 transmits a receipt number acquisition request to the receipt number management system 13. When receiving the reception number acquisition request from the automatic transaction apparatus 11, the reception number management system 13 outputs a reception number and returns it to the automatic transaction apparatus 11. In the case where a plurality of counters exist in the sales office and a counter is designated according to the business content, it is desirable that the counter number is output in addition to the reception number. The printing unit of the automatic transaction device 11
When the reception number is obtained from the reception number management system 13,
The receipt number is printed on the transaction slip.

When the customer presses the "don't consult" button, the automatic transaction apparatus 11 stops displaying the screen as shown in FIG. 4 and returns to the financial transaction screen. .

Here, when the “consult” button is pressed, the automatic transaction apparatus 11 transmits to the customer information management system 21 that the customer has selected to consult the operator. Thereby, the operation history as information on the history of operating the automatic transaction apparatus 11 of the customer is updated. The operation history of the customer is stored in the history database.

Then, the customer brings the transaction slip with the receipt number printed thereon and waits in front of the counter until his turn comes. In this case, the operator of the sales office operates the teller terminal 12 to access the customer information management system 21 and displays the customer's basic attribute information, account transaction information, and the display on the automatic transaction device 11 in advance. The information of the fund product which is the target of the campaign can be referred to. Therefore, the operator can appropriately explain to the customer the fund product that is the target of the campaign.

As described above, in this embodiment, when a customer operates the automatic transaction apparatus 11 to perform a financial transaction, a message of a campaign or the like is displayed on the display device of the automatic transaction apparatus 11 during a period during which the financial transaction is being processed. Is displayed. Then, when the customer performs an operation for consultation at the counter,
The receipt number is printed on the transaction statement.
Therefore, the customer can obtain the reception number without performing any other operation, and does not feel troublesome.

Further, the operator of the sales office operates the counter terminal 1
2, the user can access the customer information management system 21 and refer to various kinds of information on the customer, so that an appropriate explanation can be made on the target of the campaign and the like, and detailed information on the fund product can be obtained. Explain properly to customers.

Next, a second embodiment of the present invention will be described. The description of the same components and operations as those in the first embodiment will be omitted.

FIG. 5 is a first diagram showing an example of a message display screen of the customer operation unit according to the second embodiment of the present invention.
FIG. 6 is a second diagram illustrating an example of a message display screen of the customer operation unit according to the second embodiment of the present invention. FIG. 7 is a diagram illustrating a message display screen of the customer operation unit according to the second embodiment of the present invention. It is the 3rd figure which shows an example.

In the present embodiment, a case where the target of the campaign is a card loan will be described. In this case, the automatic transaction apparatus 11 includes the customer information management system 21
Based on the image signal received from the customer, guidance information including a message as shown in FIG. 5 is displayed on the display device of the customer operation unit. Here, the campaign for the customer is a campaign for a card loan as a financial product, and a screen for recommending the customer to read a product guide explaining the content of the card loan is displayed. The automatic transaction apparatus 11 is configured to display the screen during a period during which a financial transaction is being processed, as in the first embodiment.

Then, as shown in FIG. 5, on the screen, "commodity guidance" as a selection means for selecting to display a screen explaining the contents of the card loan on the display device of the automatic transaction apparatus 11 is displayed. Buttons are included. Also included is a "return to transaction" button as a selection means for selecting return to the screen for financial transactions.

Here, the customer selects to display a screen explaining the contents of the card loan, and selects "product guidance".
Is pressed, the automatic transaction apparatus 11 sends a signal to the customer information management system 21 indicating that the "product information" button has been pressed. When the customer information management system 21 receives the signal from the automatic transaction device 11, it accesses the CRM database 22, and explains the contents of the card loan to the display device of the automatic transaction device 11 based on the screen configuration information. An image signal for displaying a screen is created and transmitted to the automatic transaction apparatus 11.

When the customer presses the "return to transaction" button, the automatic transaction apparatus 11 stops displaying the screen as shown in FIG. 5 and returns to the financial transaction screen. I have.

Then, the automatic transaction apparatus 11 displays a screen as shown in FIG. 6 on the display device based on the received image signal. In this case, a screen describing the contents of the card loan contract is displayed. In this case, the screen includes
As shown in FIG. 6, buttons for “contract” and “do not contract” are included as selection means for selecting whether or not to contract for a card loan. When the customer selects to make a card loan contract and presses the "Contract" button, the automated teller machine 11 sends a signal indicating that the "Contract" button is pressed to the customer information management system. 21. Here, upon receiving the signal from the automatic transaction device 11, the customer information management system 21 accesses the CRM database 22, and explains the loan examination to the display device of the automatic transaction device 11 based on the screen configuration information. An image signal for displaying a screen for confirming that the user agrees with the loan examination is created and transmitted to the automatic transaction apparatus 11.

Then, the automatic transaction apparatus 11 displays a screen as shown in FIG. 7 on the display device of the customer operation unit based on the received image signal. In this case, a screen for confirming that the user agrees to the loan examination is displayed as an explanation of the loan examination. In this case, as shown in FIG. 7, the screen includes buttons of “agree” and “disagree” as selection means for selecting whether or not to agree to the loan examination.

Here, when the customer selects to agree to the loan examination and presses the “Agree” button, the automatic transaction apparatus 11 sends a signal indicating that the “Agree” button has been pressed to the customer information. It is transmitted to the management system 21. Thereby, the operation history as information on the history of operating the automatic transaction apparatus 11 of the customer is updated. Further, upon receiving the signal, the customer information management system 21 transmits an examination request to the loan examination system 25 to request the loan examination system 25 to execute a loan examination for the customer.

In this case, the loan examination system 25
When receiving the examination request, the customer's basic attribute information, the status of setting various loans such as a mortgage loan, the history of repayment of loans in the past, and customer credit information such as the status of setting a loan to other financial institutions, etc. Initiate a loan review based on At the same time, a request for examination is made to the personal credit information agency 31. Thereby, a highly reliable examination result can be obtained.

Further, the automatic transaction apparatus 11 obtains a reception number from the reception number management system 13 and prints the reception number on a transaction statement slip in the same manner as in the first embodiment. Then, the customer brings the transaction statement slip with the receipt number printed thereon and waits in front of the counter until his / her turn comes. In this case, when the customer comes to his / her turn and starts an interview with the operator at the counter, the loan examination has already been started.

As described above, in this embodiment, when the customer operates the automatic transaction apparatus 11 and selects to make a contract for a card loan, the loan examination is started. Therefore, when the customer comes to his turn and starts an interview with the operator at the counter, since the loan examination has already been started, the time required for the card loan contract can be reduced.

Next, a third embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first and second embodiments will be omitted.

FIG. 8 is a first diagram showing an example of a message display screen of the customer operation unit according to the third embodiment of the present invention.
FIG. 9 is a second diagram showing an example of a message display screen of the customer operation unit according to the third embodiment of the present invention, and FIG. 10 is a display screen of a call center operator terminal according to the third embodiment of the present invention. It is a figure showing the example of.

In the present embodiment, the target of the campaign is a fund product as a financial product, as in the first embodiment. Here, a screen as shown in FIG. 8 is displayed on the display device in the customer operation unit of the automatic transaction apparatus 11. This screen differs from the screen shown in FIG. 4 in the first embodiment in the types of buttons for selection. In the present embodiment,
As a means for acquiring detailed information, a "Consultation at the counter" button for selecting the explanation at the counter, a "Consultation by telephone" button for selecting the explanation by telephone, and the "Material" for requesting the material The button of “Bill” is included in the guidance information.

Here, the operation when the customer presses the "consultation at the counter" and "return to transaction" buttons is the same as in the first and second embodiments, so that the description is omitted. .

When the customer presses the "consult by telephone" button, the automatic transaction apparatus 11 causes the "consult by telephone"
Is transmitted to the customer information management system 21. Here, upon receiving the signal from the automatic transaction device 11, the customer information management system 21 accesses the CRM database 22, and displays the contact information and the contact time on the display device of the automatic transaction device 11 based on the screen configuration information. An image signal for displaying a screen for designation is created and transmitted to the automatic transaction apparatus 11.

Then, the automatic transaction apparatus 11 displays a screen for designating a contact and a contact time as shown in FIG. 9 on the display device based on the received image signal. In this case, the screen includes "Home", "Work" and "Mobile phone" as buttons for designating contact information, and "AM" and "PM" as buttons for designating contact time. Is included. Note that a button "call me" may be included so that the customer can select to make a call. Further, a button of “return to transaction” may be included.

When the customer presses a button for designating a contact and a contact time, the automatic transaction apparatus 11 sends a signal indicating that the button for designating the contact and the contact time to the customer information management. Transmit to the system 21. Thereby, the operation history as information on the history of operating the automatic transaction apparatus 11 of the customer is updated.

When the customer information management system 21 receives the signal, it sends an explanation execution request to the call center 26 to request an explanation of the fund product by telephone. In this case, information such as the name and telephone number of the customer extracted from the customer basic attribute information stored in the customer master database 23 and information on the fund product are also transmitted to the call center 26.

Then, in the call center 26,
A screen as shown in FIG. 10 is displayed on the display device of the operator terminal. Here, since the screen includes information such as the name and telephone number of the customer and information on the fund product, the operator of the call center 26 looks at the screen, and when the contact time designated by the customer comes, Can call the designated contact to explain the detailed information on the fund product.

As described above, in the present embodiment, when the customer operates the automatic transaction apparatus 11 and selects the description by telephone, the description of the product is performed by telephone. Therefore, even if customers do not have enough time or do not want to talk face-to-face or consult with the operator, they will receive detailed information about the product they are interested in and obtain the necessary detailed information. can do.

Further, the financial institution can give a sufficient explanation to the customer who is interested in the product, and can increase the product closing rate. Furthermore, since only the customers who are interested in the product are called, the product closing rate can be greatly increased compared to the case where telephone sales are performed by selecting the customer without making a call. Cost per unit price can be suppressed.

Next, a fourth embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first to third embodiments will be omitted.

FIG. 11 is a first diagram showing an example of a message display screen of the customer operation unit according to the fourth embodiment of the present invention, and FIG. 12 is a message of the customer operation unit according to the fourth embodiment of the present invention. It is a 2nd figure which shows the example of a display screen.

In the present embodiment, the customer
The operation of the automatic transaction apparatus cooperation system when the "material request" button included in the screen as shown in FIG.

In this case, the automatic transaction apparatus 11 transmits a signal indicating that the “material request” button has been pressed to the customer information management system 21. Here, when the customer information management system 21 receives the signal from the automatic transaction apparatus 11, the customer information management system 21 accesses the CRM database 22 and designates a method of sending the material to the display apparatus of the automatic transaction apparatus 11 based on the screen configuration information. An image signal for displaying a screen for performing the transaction is created and transmitted to the automatic transaction apparatus 11.

Then, the automatic transaction apparatus 11 displays on the display device a screen for designating the method of transmitting the material as shown in FIG. 11 based on the received image signal. In this case, on the screen, "Notify by e-mail" is selected as a means for selecting distribution of e-mail as a means for acquiring detailed information, and transmission of materials by mail, courier service, etc. is selected as means for acquiring detailed information. “Send to home” is included as a selection means to be performed. Note that a button of “return to transaction” may be included.

When the customer presses the “notify by e-mail” button, the automatic transaction apparatus 11 sends a signal to the customer information management system 21 indicating that the “notify by e-mail” button is pressed. I do. here,
Upon receiving the signal from the automated teller machine 11, the customer information management system 21 accesses the CRM database 22 and displays a screen for inputting an e-mail address on the display device of the automated teller machine 11 based on the screen configuration information. To generate an image signal for displaying
Send to

Then, automatic transaction apparatus 11 displays a screen for inputting an e-mail address as shown in FIG. 12 on the display device based on the received image signal. In this case, the screen includes character buttons indicating characters (alphabets, numbers, symbols, etc.) necessary for inputting the e-mail address. The screen also includes a display window on which the e-mail address entered by the customer is displayed. Furthermore, buttons for correcting input characters, numbers, symbols, and the like include “correction” and “one-character correction”, and “complete” as a button for indicating that the input of the e-mail address is completed. Note that a button of “return to transaction” may be included.

Subsequently, the customer presses a predetermined character button to enter his / her own e-mail address (for example, aaa. @).
bbb. ne. jp), the e-mail address is displayed on the display window. Thereby, the customer can confirm the input e-mail address. Then, after confirming that the input e-mail address is correct, the customer presses a “Done” button.

The customer information management system 21
When creating an image signal for displaying a screen for inputting an email address, the customer master database 23 is accessed to search for the email address of the customer. If the customer basic attribute information stored in the customer master database 23 includes an e-mail address, the e-mail address is automatically displayed on the display window. Therefore, the customer does not need to enter an email address,
It is only necessary to confirm the e-mail address displayed on the display window.

When the customer presses the “Complete” button, the automatic transaction apparatus 11 sends a signal indicating that the e-mail address has been input to the customer information management system 21. Thereby, the operation history as information on the history of operating the automatic transaction apparatus 11 of the customer is updated.
In this case, the e-mail address, account number, contents of the product, etc. are added to the operation history.

When the customer information management system 21 receives the signal, the customer information management system 21
An e-mail execution request for requesting an explanation of the fund product is sent by e-mail. In this case, information such as the name of the customer extracted from the customer basic attribute information stored in the customer master database 23, the input e-mail address, information on the fund product, and the like are also transmitted to the e-mail system 27. .

Then, in the electronic mail system 27, an electronic mail having contents corresponding to the fund product is edited and distributed from the electronic mail server. If there is a web page on which information on the fund product is posted, the URL (Uni
The e-mail is edited to include a form resource locator. Thus, the customer who has received the e-mail can access the web page by clicking the URL and obtain detailed information on the fund product as a financial product.

When the customer presses the “Send to home” button on the screen for designating the method of sending materials as shown in FIG. 11, the customer information management system 21 sets When the "Send to" button is pressed from the automated teller machine 11, the DM system 2
8 transmits a data transmission request for requesting transmission of data relating to the fund product. In this case, information such as the name and address of the customer and information on the fund product extracted from the customer basic attribute information stored in the customer master database 23 are also transmitted to the DM system 28.

Then, in the DM system 28,
The direct mail having the content corresponding to the fund product is edited, and a document in which information on the fund product is posted is attached and sent to the customer's home by mail, courier service, or the like.

As described above, in the present embodiment, when the customer operates the automatic transaction apparatus 11 and selects the material request, the material explaining the product is sent to the customer by e-mail or direct mail. ing. Therefore, the customer can obtain information on the product even when he / she does not have enough time or does not want to talk or consult with the operator.

[0092] Further, the financial institution can send materials to customers who are interested in the product, and can increase the product closing rate. Furthermore, since materials are delivered only to customers who are interested in the product, the product closing rate can be greatly increased compared to sending e-mail or direct mail without selecting customers, Cost per unit price can be suppressed.

The present invention is not limited to the above embodiment, but can be variously modified based on the gist of the present invention, and they are not excluded from the scope of the present invention.

[0094]

As described in detail above, according to the present invention, the customer operates the automatic transaction apparatus to obtain a receipt number, start loan examination, and obtain detailed information on financial products. Can be obtained by desired obtaining means.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of an automatic transaction device cooperation system according to a first embodiment of the present invention.

FIG. 2 is a diagram illustrating an example of information stored in a customer master database according to the first embodiment of the present invention.

FIG. 3 is a diagram illustrating an example of information stored in a CRM database according to the first embodiment of the present invention.

FIG. 4 is a diagram illustrating an example of a message display screen of a customer operation unit according to the first embodiment of the present invention.

FIG. 5 is a first diagram illustrating an example of a message display screen of a customer operation unit according to the second embodiment of the present invention.

FIG. 6 is a second diagram illustrating an example of a message display screen of the customer operation unit according to the second embodiment of the present invention.

FIG. 7 is a third diagram illustrating an example of a message display screen of the customer operation unit according to the second embodiment of the present invention.

FIG. 8 is a first diagram illustrating an example of a message display screen of a customer operation unit according to the third embodiment of the present invention.

FIG. 9 is a second diagram illustrating an example of a message display screen of the customer operation unit according to the third embodiment of the present invention.

FIG. 10 is a diagram showing an example of a display screen of an operator terminal of a call center according to a third embodiment of the present invention.

FIG. 11 is a first diagram illustrating an example of a message display screen of a customer operation unit according to a fourth embodiment of the present invention.

FIG. 12 is a second diagram illustrating an example of a message display screen of the customer operation unit according to the fourth embodiment of the present invention.

[Explanation of symbols]

11 automatic transaction equipment 21 Customer Information Management System 25 Loan screening system

Claims (11)

[Claims] 1. A customer who prepares guidance information corresponding to a customer based on (a) an automatic transaction device arranged in a branch and (b) a customer ID of a customer who operates the automatic transaction device. (C) the automatic transaction device displays the guidance information between financial transactions, and (d) the guidance information includes a selection unit that selects an acquisition unit that acquires detailed information. Automatic transaction device cooperation system characterized by the following. 2. The automatic transaction apparatus cooperation system according to claim 1, wherein the guidance information is guidance of a financial product. 3. The automatic transaction apparatus cooperation system according to claim 1, wherein said acquisition means is an explanation at a counter, an explanation by telephone, distribution of an e-mail, or transmission of a material. 4. The automatic transaction apparatus cooperation system according to claim 3, wherein said automatic transaction apparatus prints a receipt number on a medium when an explanation at a window is selected as said acquisition means. 5. The guide information includes a selection unit for selecting to agree to the loan examination when the financial product is a card loan, and the customer information management system selects to agree to the loan examination. Then, the automatic transaction apparatus cooperation system according to any one of claims 2 to 4, which transmits an examination request to the loan examination system. 6. The automatic transaction apparatus cooperation system according to claim 1, further comprising a database for storing an operation history of the customer operating the automatic transaction apparatus when the guidance information is displayed. 7. An information processing system comprising: (a) an ID acquisition unit for acquiring a customer ID of a customer; and (b) a customer operation unit for displaying guidance information of contents corresponding to the customer. The automatic transaction apparatus is displayed between financial transactions, and (d) the guide information includes a selection unit for selecting an acquisition unit for acquiring detailed information. 8. The automatic transaction apparatus according to claim 7, wherein the guidance information is guidance of a financial product. 9. The automatic transaction apparatus according to claim 7, wherein said acquisition means is an explanation at a counter, an explanation by telephone, distribution of an e-mail, or transmission of materials. 10. The automatic transaction apparatus according to claim 9, further comprising a printing unit that prints a receipt number on a medium when an explanation at a counter is selected as the acquisition unit. 11. The medium according to claim 1, wherein the medium is a transaction statement.
The automatic transaction device according to 0.