JP3435072B2 - Data exchange system, data exchange method, and recording medium - Google Patents

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a data exchange system, and more particularly to a data exchange system for communicating between interlocutors.

[0002]

2. Description of the Related Art When a financial institution receives detailed consultations on financial products or applies for financial products,
It is usual to receive face-to-face service at the window of a financial institution. However, in recent years, in order to pursue merits such as providing services to customers in remote areas and providing services outside the business hours of counters, attempts have been made to provide services equivalent to counter services using multimedia terminals.

Specifically, a terminal operated by a customer and a terminal operated by a receptionist of a financial institution are connected by a communication line, and voice and image of the customer and the receptionist are exchanged between these terminals. Attempts have been made to do.

[0004]

However, according to the conventional method, when the customer requests a broad or detailed explanation beyond the range that can be handled by the receptionist, the financial institution does not Without requesting the customer to go directly to the counter, the service required by the customer could not be provided.

Further, in order to confirm the operation of the customer, it is necessary to continuously supply the moving image data representing the moving image obtained by capturing the image of the customer to the terminal on the side of the receptionist. Therefore, conventionally, the amount of moving image data has been limited to such an amount that real-time transmission via a communication line connecting both terminals on the customer side and the receptionist side is guaranteed.

[0006] However, in order to confirm that the person who operates the terminal as a customer is the customer himself, the details of the operator's personal appearance are grasped and the personal identification material presented by the customer is added. It is necessary to grasp the details of the face picture taken.
Therefore, in the conventional method, as a result of the limitation of the data amount of the moving image data, it is possible to perform only the low resolution transmission in which it is extremely difficult to confirm that the operator is the customer himself.

Further, in order to grasp the details of the contents of the material for personal identification, it is necessary to read the images on each side of the material by using a scanner or the like, and conventionally, it takes a long time to read and the customer And hindered the smooth progress of the procedure with the receptionist.

Further, in order for a smooth dialogue between the customer and the receptionist to proceed, it is necessary to transmit voice data representing voices uttered by both parties. However, conventionally, since the data amount of voice data is large, real-time transmission of voice is not performed by the communication line connecting both terminals, resulting in a delay in voice transmission.

The present invention has been made in view of the above circumstances, and an object of the present invention is to provide a data exchange system and a data exchange method for providing a wide range of detailed information to an interlocutor without directly facing each other. .

[0010]

To achieve the above object, a data exchange system according to a first aspect of the present invention comprises a customer terminal, a centralized center and an expert center.
E, the customer terminal, the centralized center and the expert
The center is the image data representing the image of the operator.
And image data generating means for generating, out of the operator's voice
Extract multiple predetermined frequency components from the
Voice feature data creation to create voice feature data representing components
The image represented by the image data supplied from other means
Each component represented by the voice feature data
Playback means for playing back the audio obtained by superimposing each other,
The customer terminal is further provided with the centralized center.
Notice to request data exchange with said expert center
The centralized center further comprises:
In response to the notification supplied from the customer terminal, the customer terminal
The expert center that should exchange data with
Equipped with a means for notifying the address of the customer terminal, the expert
The home center also has its own address, an image created by itself.
Image data and audio feature data from the centralized center
A means to supply to the customer terminal indicated by the notified address
In addition, the customer terminal is further equipped with an image data created by itself.
Data and voice feature data
A means for supplying to the expert center shown is provided .

According to such a data exchange system,
Customers, etc. to operate the customer terminal, the case such as that obtained a detailed description to the experts to operate the specialist center, centralized Sen
Will initiate voice and image communication between these customers and professionals. Therefore, a wide range of detailed information is provided to the customer etc. by an expert who does not directly face the customer etc. Also, voice feature data
The data amount of the data is more than that obtained by simply A / D converting the voice.
And the data will be transmitted smoothly.
Therefore, the occurrence of delay is prevented.

The data according to the second aspect of the present invention
The exchange system includes customer terminals, centralized centers and specialists.
Equipped with a center, the customer terminal, the centralized center and
And the above-mentioned expert center respectively operate the image of the operator.
When the image data shown as an image is required to play this movie
The ratio of the data amount of the image data to the
Image data created with a value according to the instructions
Creation means and voice feature data representing the voice of the operator
Voice feature data creating means and images supplied from others
Plays the image and audio represented by the data and audio feature data.
And a reproduction unit, and the customer terminal further comprises:
Data exchange with the expert center at the concentration center
The centralized center is provided with means for supplying a notification requesting replacement.
Also responds to notifications provided by the customer terminal.
And the above-mentioned specialty to exchange data with the customer terminal.
Means for notifying the home center of the address of the customer terminal
And the expert center further comprises its own address,
The image data and audio feature data created by
Customer terminal indicated by the address notified from the centralized center
Means for supplying to the customer terminal,
Supply the created image data and audio feature data to yourself
Means for supplying to the expert center indicated by the given address
Is provided .

With such a data exchange system,
A customer operating a customer terminal operates an expert center
In case of requesting detailed explanations from experts, etc.
Audio and voice between these customers and experts.
Communication using images is started. Obey
And spread it to customers, etc. by experts who do not directly face the customer, etc.
Extensive or detailed information is provided. Also, the details of the image
Image data that represents high-density video when you need to know
High-resolution image transmission
Be done.

The data according to the third aspect of the present invention
The exchange system includes customer terminals, centralized centers and specialists.
Equipped with a center, the customer terminal, the centralized center and
The above-mentioned expert center displays the operator's image.
Image data creation means for creating image data and operator
Voice feature data that creates voice feature data representing the voice of
Creation means and image data and audio features supplied from others
And a reproducing means for reproducing the image and sound represented by the data.
Well, the customer terminal is further connected to the centralized center as described above.
Providing notifications requesting data exchange with an expert center
The centralized center further comprises:
In response to the notification supplied from the end of the
The customer end to the expert center where the data exchange is to be performed.
The expert center is provided with means for notifying the end address.
Is the address of the user, image data created by the user
And voice feature data will be notified from the centralized center.
Address comprising means for supplying to the customer terminal indicated, before
Note that the customer terminal is also responsible for the image data and sound created by itself.
The voice feature data is displayed in the dedicated area indicated by the address supplied to itself.
The customer terminal is equipped with a means for supplying to a gatekeeper center.
In addition, the form image data representing the image of the form is created and
Includes a label reader means for supplying the concentrated center, the centralized
The center also uses the form images supplied from the customer terminal.
Equipped with a form display means for displaying the image represented by the image data,
It is characterized by

With such a data exchange system,
A customer operating a customer terminal operates an expert center
In case of requesting detailed explanations from experts, etc.
Audio and voice between these customers and experts.
Communication using images is started. Obey
And spread it to customers, etc. by experts who do not directly face the customer, etc.
Extensive or detailed information is provided. Also called customer
Image such as a certificate to confirm that the person is the customer
The image is acquired.

The form reading means includes front and back faces of the form.
Surface of the form by scanning
And the data representing the image on the back side is the form image data.
If it is to be created, the image of each side of the form such as certificate etc.
The image is read at high speed.

The form reading means covers each side of the form.
By sequentially capturing the images of the side facing
Image the images on each side of the form and
Imaging means for creating the form image data representing, before posting
The book should be placed so that each side of the vote faces the imaging means in sequence.
A form moving means for sequentially moving the forms.
However, images of each side of the form such as certificates are read at high speed
Be done.

The form reading means is provided on each side of the form.
Facing each other, facing each other on each side of the form
The image of the side of the
It is equipped with an imaging means for creating form image data.
However, the images on each side of the form such as the certificate are loaded at high speed.
It

The customer terminal is further provided with an image created by itself.
Supply image data and audio feature data to the centralized center
The centralized center is the customer terminal.
Based on image data and audio feature data supplied from
Means for identifying the operator who operates the customer terminal.
If provided, the customer operating the customer terminal,
It is automatically specified without human recognition.

The customer terminal is further provided with an image created by itself.
Supply image data and audio feature data to the centralized center
The centralized center includes a distribution means and a
Number of terminals , each terminal of the centralized center
, The image data creating means, the audio feature data creation
Means and regenerating means, and the distributing means
Is for each customer from each terminal of the centralized center
The image data and audio feature data supplied from the terminal are collected.
The means for determining the terminal to be obtained ,
Image data and audio feature data supplied from the customer terminal
Data source and image data created by the selected terminal.
And means for supplying voice characteristic data to the customer terminal
And may be provided. Such data exchange
According to the exchange system, the terminals of the centralized center are distributed
Communication with customer terminals reduces the load on each terminal.
Thus, communication between each terminal and the customer terminal becomes efficient.

The expert center comprises a relay means and a plurality of relay means.
The terminal for customer is the centralized center.
In the terminal of the expert center,
The conditions that must be met by the terminal that is the
The centralized center is equipped with means for learning.
Notification from the customer terminal
Specify the one that meets the above conditions and specify the specified terminal
The address of the customer terminal is sent to the expert
Comprising a terminal designation means for supplying the coater, the expert center
Each of the terminals, the image data creating means, the
It is equipped with a voice feature data creating means and the reproducing means.
The relay means is supplied from the terminal designating means.
Obtain an address and send it to the terminal that is the recipient of the address.
The expert center is provided with means for supplying the address.
Of the terminal, its own address, image data created by itself
And the voice feature data are transmitted from the relay means.
It is intended to supply to the customer terminal indicated by the dress, the顧
The customer terminal uses the image data and audio feature data created by itself.
The expert center that indicates the data by the address supplied to itself
It may be supplied to another terminal. This allows
The centralized center interacts with customers who operate customer terminals.
Select the specialists according to the conditions presented by customers etc.
It Therefore, a wide range of detailed information is properly provided to customers.
Be served.

The concentration center and the expert center are
Image data and audio feature data created by one side
May be further provided with means for supplying
Yes. This will allow customers to use terminals, centralized centers, and expert centers.
Client operating the computer, receptionist and expert
Communication between each other takes place.

Data according to the fourth aspect of the present invention
Exchange methods are customer terminal, centralized center and expert center.
Image data representing the operator's image.
A predetermined number of steps from the steps to be performed and the voice of the operator.
The frequency component of the extracted voice that represents each extracted component
Steps for creating feature data and images supplied by others
The image represented by the image data is played back, and the audio characteristics supplied from other sources are reproduced.
Voice obtained by superimposing each component represented by the signature data
And a step of reproducing, wherein the customer terminal further comprises:
Data exchange with the expert center at the concentration center
It performs the step of providing a notification to request conversion, the concentration
The center will also respond to the notifications provided by the customer terminal.
In response, the data should be exchanged with the customer terminal.
Notify the expert center of the address of the customer terminal
Steps will be taken and the expert center will further
Dress, self-generated image data and voice feature data
Is displayed by the address notified by the centralized center.
The step of supplying to the customer terminal is performed, and the customer terminal is
In addition, image data and audio feature data created by itself
, The expert center indicated by the address supplied to itself
Performing the step of providing the, characterized in that.

According to such a data exchange method, the customer
A customer operating a mobile device operates an expert center
In case of requesting detailed explanations from experts, etc.
Allows audio and images between these customers and professionals
Communication using is started. Therefore,
A wide range of customers is provided by experts who do not directly face customers.
Detailed information will be provided. Also, the voice feature data
The amount of data is smaller than that obtained by simply A / D converting voice.
And the transmission of data has become smoother,
The occurrence of delay is prevented.

Data according to the fifth aspect of the present invention
Exchange methods are customer terminal, centralized center and expert center.
Images that represent the operator's image as a moving image.
The data is displayed on the screen for the time required to play this video.
The ratio of the amount of image data becomes a value according to the instruction from the outside.
The steps to create and the voice of the operator are displayed.
Audio feature data and other sources
Image and sound represented by the extracted image data and sound feature data
And playing back the customer terminal.
In the intensive center, the day with the expert center
Performs the step of providing a notification to request data exchange, the
The centralized center is further provided with the communication supplied from the customer terminal.
In response to the knowledge, exchange data with the customer terminal
Notify the expert center of the address of the customer terminal
And the expert center further
Address, self-created image data and audio feature data
The address indicated by the centralized center is displayed.
It performs the step of providing the to the customer terminal, terminal for the customer
In addition, the image data and audio feature data created by
The expert center which is indicated by the address supplied to itself.
It is characterized in that the step of supplying the product to the user is performed .

Even with such a data exchange method,
Customers operating customer terminals operate the expert center.
In case of requesting detailed explanations from experts etc.
Audio and video between these customers and experts.
Communication using images is started. Therefore,
Experts who do not directly face customers, etc.
Ishi Detailed information is provided. Also grasp the details of the image
If you need to
If you instruct it, the transmission of high resolution images will be performed.
It

Further, a computer according to a sixth aspect of the present invention
Computer-readable recording media are connected to each other.
First, second and third computers, customer terminal, centralized
To function as the center and professional center, the customer
Terminal, the centralized center and the expert center,
Each of the images that creates image data that represents the operator's image.
From the image data creation means and the operator's voice,
A sound that extracts a number of frequency components and represents each extracted component
And the voice feature data creation means for creating a voice feature data, other
The image represented by the image data supplied from
Superimpose each component represented by the supplied voice feature data on each other.
Reproducing sound obtained Te to function as a reproduction means, before
The customer terminal is further installed in the centralized center and the expert.
Means to provide notification requesting data exchange with the center
Function as a centralized center for the customer
In response to the notification supplied from the terminal,
For the customer to the expert center that should exchange data
To function as a means for notifying the address of the terminal, the dedicated
The Kamon Center was further created by his own address
Image data and audio feature data from the centralized center
Means to supply to the customer terminal indicated by the notified address
Functioning as a customer terminal,
Image data and audio feature data
As a means of supplying to the expert center indicated by the address
Characterized by recording a program for functioning
To do.

A program recorded on such a recording medium
According to the first to third computers executing the system, the customer
A customer operating a mobile device operates an expert center
In case of requesting detailed explanations from experts, etc.
Allows audio and images between these customers and professionals
Communication using is started. Therefore,
A wide range of customers is provided by experts who do not directly face customers.
Detailed information will be provided. Also, the voice feature data
The amount of data is smaller than that obtained by simply A / D converting voice.
And the transmission of data has become smoother,
The occurrence of delay is prevented.

Further, a computer according to a seventh aspect of the present invention
Computer-readable recording media are connected to each other.
First, second and third computers, customer terminal, centralized
To function as the center and professional center, the customer
Terminal, the centralized center and the expert center,
Each image data representing the image of the operator as videos
Is the image data for the time required to play this video.
The ratio of the data volume of the data becomes the value according to the instruction from the outside.
Image data creation means created in this way and the sound of the operator
Create voice feature data that creates voice feature data that represents a voice
And the image data and audio feature data supplied by other means.
Function as a playback means for playing back the images and sounds represented by
The customer terminal to the centralized center,
Providing notifications requesting data exchange with an expert center
That is made to function as a unit, further said centralized center, the
In response to the notification supplied from the customer terminal, the customer terminal
The expert center that should exchange data with
Make it function as a means to notify the address of the customer terminal,
The expert center is further created by its own address and
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
That is made to function as a unit, further said customer terminal, self
Supply the created image data and audio feature data to yourself
Means for supplying to the expert center indicated by the given address
Function as, by recording a program for
Characterize.

A program recorded on such a recording medium
The first to third computers that execute the
Customers operating customer terminals operate the expert center.
In case of requesting detailed explanations from experts etc.
Audio and video between these customers and experts.
Communication using images is started. Therefore,
Experts who do not directly face customers, etc.
Ishi Detailed information is provided. Also grasp the details of the image
If you need to
If you instruct it, the transmission of high resolution images will be performed.
It

[0031]

[0032]

[0033]

[0034]

[0035]

[0036]

[0037]

[0038]

[0039]

[0040]

[0041]

[0042]

BEST MODE FOR CARRYING OUT THE INVENTION A data exchange system, a voice processing device, an image processing device, a data exchange method, a voice processing method and an image processing method according to an embodiment of the present invention will be described below with reference to the drawings. A window service system that performs processing corresponding to window service will be described as an example.

FIG. 1 is a block diagram showing the configuration of the window business system. As shown in the figure, this window business system comprises an unmanned store terminal 1, a centralized center 2 and an expert center 3.

As shown in FIG. 2, the unmanned store terminal 1 includes a control unit 101, a video camera 102, and an image processing unit 10.
3, a scanner 104, a microphone 105, a speaker 106, a voice processing unit 107, and an input device 1
08, a display 109, a printer 110, and a terminal adapter 111. The unmanned store terminal 1 is associated with a unique address in advance.

The control unit 101 includes a CPU (Central Process).
sing unit) etc., and RAM (Random
A main storage unit such as an access memory) and an external storage unit such as a hard disk device. Control unit 101
The information processing unit reads the program data stored in the external storage unit, and executes the process described later according to the program data. The main storage unit is used as a work area of the information storage unit.

The video camera 102 generates an image signal representing an image in its field of view and supplies it to the image processing section 103. The image processing unit 103 responds to the instruction from the control unit 101 to perform the operation described below, and causes the display 109 to display an image. The display 109 is the control unit 10.
The image according to the instruction 1 is also displayed.

As shown in FIG. 3, the scanner 104 includes a casing 141F, an upper cover 141B, an optical sensor 14 and an optical sensor 14.
2F and 142B, and sensor driving units 143F and 143
B and screens 144F and 144B.

On the upper surface of the casing 141F of the scanner 104, a screen 144F made of a substantially transparent flat plate or the like is provided.
Windows are provided. An optical sensor 142F and a sensor driving unit 143F are installed inside the housing 141F. The optical sensor 142F is the sensor driving unit 1
The screen 144F is driven by 43F.
Is scanned to generate an image signal representing an image of the surface of the original set on the scanner 104 in contact with the screen 144F, and the generated image signal is supplied to the control unit 101.

The upper cover 141B is provided with a window made of a screen 144B made of a substantially transparent flat plate or the like so that an original to be set on the scanner 104 can be sandwiched by the screens 144F and 144B. It is movably joined to the housing 141F by using a hinge or the like.

An optical sensor 142B and a sensor driver 143B are installed inside the upper cover 141B. The optical sensor 142B scans the screen 144B by being driven by the sensor driving unit 143B,
Screen 1 of the documents set on the scanner 104
An image signal representing the image of the surface in contact with 44B is generated, and the generated image signal is supplied to the control unit 101.

The microphone 105 converts the voice into a voice signal which is an electric signal, and the voice signal is processed by the voice processing unit 107.
Supply to. The audio processing unit 107 performs the processing described below to drive the speaker 106 and cause the speaker 106 to generate audio.

The input device 108 is composed of a touch panel or the like, and supplies information according to the operation of the operator to the control unit 101. The printer 110 prints characters, figures, etc. on the paper surface according to the instruction of the control unit 101, and ejects the printed paper. The terminal adapter 111 is connected between the control unit 101 and the network, and mediates data transmission between the unmanned store terminal 1 and the network according to an instruction from the control unit 101.

As shown in FIG. 1, the centralized center 2 comprises a communication server 21, a data server 22, operator terminals 23a-23c, and a terminal adapter 24. The communication server 21, the data server 22, and the operator terminals 23a to 23c are LANs (Local Area Networks).
Are connected to each other via. The communication server 21
An address unique to each operator terminal is preliminarily associated with each of the operator terminals 23a to 23c.

The communication server 21 includes an information processing unit including a CPU, a main storage unit including a RAM, an external storage unit including a hard disk device, and a timer. The information processing unit of the communication server 21 is a terminal adapter 24.
Connected to the network via. Then, according to the processing indicated by the program data stored in the external storage unit of the communication server 21, the centralized center 2 is accessed from the network.
To the communication server 21 itself or the operator terminal 2 (that is, as a destination address indicating a destination).
Data to which addresses 3a to 23c are added).

When the data is received, the information processing unit of the communication server 21 analyzes the content of the received data, and executes the processing described later, for example, according to the analysis result. Specifically, for example, when the received data is a message from the unmanned store terminal 1 requesting a dialogue with the operator of the centralized center 2, as a counterpart of communication with the unmanned store terminal 1, according to the processing described later, Operator terminal 23a-
23c is assigned.

The data server 22 includes the addresses of the specialized terminals 32a to 32c of the expert center 3 which will be described later, and the professional fields of business of the specialists who operate the specialized terminals 32a to 32c indicated by the addresses (for example, financing. , Investment, insurance,
And the information indicating the fields) are stored in association with each other. And the operator terminal 23a-
23c, in response to the access, the contents stored in this database are accessed by the operator terminal 2
3a to 23c. In addition, the data server 22
In response to access from the operator terminals 23a-23c,
The data supplied from the operator terminals 23a to 23c is written in this database.

The operator terminals 23a to 23c are substantially the same as each other, and as shown in FIG. 4, all of them are a control section 231, a video camera 232, an image processing section 233, a microphone 234, and a speaker. 235
And a voice processing unit 236, an input device 237, and a display 238.

The control unit 231 is substantially the same as the control unit 101 of the unmanned store terminal 1, and executes the processing described later. The input device 237 includes a keyboard, a mouse, and the like, and supplies information according to the operation of the operator to the control unit 231.

The video camera 232 is the video camera 10.
The image signal is substantially the same as that of 2, and generates an image signal representing an image reflected in its own field of view and supplies it to the image processing unit 233. The image processing unit 233 is substantially the same as the image processing unit 103, and performs an operation described below according to an instruction from the control unit 231 to display an image on the display 238.

The microphone 234 is the microphone 1
This is substantially the same as 05 and supplies an audio signal to the audio processing unit 236. The voice processing unit 236 is substantially the same as the voice processing unit 107, and causes the speaker 235 to generate voice by performing the processing described below.

The expert center 3 includes a communication server 31 and
Specialized terminals 32a-32c and terminal adapter 33
Consists of. Communication server 31 and specialized terminals 32a-3
2c are connected to each other via a LAN. In addition,
In the communication server 31 and the specialized terminals 32a to 32c,
An address unique to each person is associated in advance.

The communication server 31 is substantially the same as the communication server 21 of the centralized center 2, is connected to the network through the terminal adapter 33, and the data addressed to the expert center 3 from the network (that is, , Data to which the address of the communication server 31 or the specialized terminals 32a to 32c is added as a destination address). Then, the content of the received data is analyzed, and the processing described later is performed according to the analysis result.

The specialized terminals 32a to 32c are substantially the same as each other, and as shown in FIG. 5, all of them are a control section 321, a video camera 322, and an image processing section 32.
3, a microphone 324, a speaker 325, a voice processing unit 326, an input device 327, and a display 328.

The control unit 321 is substantially the same as the control unit 101 of the unmanned store terminal 1, and executes the processing described later. The input device 327 is substantially the same as the input device 237, and supplies information according to the operation of the operator to the control unit 321.

The video camera 322 is the video camera 10.
The image signal is substantially the same as that of 2, and generates an image signal representing an image reflected in its own field of view and supplies it to the image processing unit 323. The image processing unit 323 is substantially the same as the image processing unit 103, and performs an operation described below according to an instruction from the control unit 321 to display an image on the display 328.

The microphone 324 is the microphone 1
This is substantially the same as 05 and supplies an audio signal to the audio processing unit 326. The audio processing unit 326 is substantially the same as the audio processing unit 107, and causes the speaker 325 to generate audio by performing the processing described below.

(Operation) Next, the operation of the window business system will be described with reference to FIGS. FIG. 6 shows a customer-
It is a flow chart showing processing of interaction between operators. FIG. 7 is a flowchart showing a process of creating voice feature information. FIG. 8 is a flowchart showing a transaction process between a customer and an operator. FIG. 9 is a flowchart showing a process of a customer-expert dialogue.

(Initial Processing) First, when the unmanned store terminal 1 is activated, the control unit 101 of the unmanned store terminal 1 instructs the terminal adapter 111 to connect the unmanned store terminal 1 to the network via the terminal adapter 111. When the communication server 21 of the centralized center 2 is activated, the communication server 21 instructs the terminal adapter 24 to connect the centralized center 2 to the network via the terminal adapter 24. When the communication server 31 of the expert center 3 is activated, the communication server 31 instructs the terminal adapter 33 to connect the expert center 3 to the network via the terminal adapter 33. As a result, the unmanned store terminal 1, the centralized center 2 and the expert center 3 are connected to each other via the network.

(Customer-operator interaction) Then, the communication server 21 of the centralized center 2 operates the operator terminal 23.
Queues, which are storage areas associated with each of a to 23c, are secured in the storage area of the main storage unit of its own as many as the number of operator terminals (FIG. 6, step S20).
1).

Next, the customer of the financial institution makes the unmanned store terminal 1
The input device 108 is operated to instruct the control unit 101 to access the centralized center 2 in order to interact with the operator of the centralized center 2 (FIG. 6, step S101). In response to this instruction, the control unit 101 addresses the communication server 21 of the centralized center 2 and
A message for requesting a dialogue with the operator is sent to the centralized center 2 via the network (step S1).
02). That is, the message requesting the dialogue with the operator of the centralized center 2 is added with the address of the communication server 21 as the destination address, and then the message is sent to the network.

The communication server 21 receives the message addressed to itself (that is, the message having its own address as the destination address) among the messages sent to the network (step S202), and the received message is received. The contents of are analyzed, and processing is performed according to the analysis result.

When the received message is the above-mentioned message sent from the unmanned store terminal 1 requesting the dialogue with the operator of the centralized center 2, the communication server 21
Acquires information indicating the current time from its own timer.
Then, the unmanned store terminal 1 that has transmitted the received message
The operator terminal that communicates with the operator terminal 23
Allocate from a to 23c.

Specifically, the communication server 21 reads the contents of each queue secured by itself, and identifies the queue with the smallest number of the unmanned store terminals 1 currently assigned from the read contents (step S203). ). Then, the address of the unmanned store terminal 1 that has newly transmitted the message requesting the dialogue and the information indicating the arrival time of the message are stored in the specified queue in association with each other (step S204).

However, if there are a plurality of queues with the smallest number of unmanned store terminals 1 that are currently assigned, for example,
Of the corresponding queues, the latest information stored in itself is stored in the oldest queue. When there are a plurality of empty queues, for example, among the operator terminals indicated by the corresponding queues, the operator terminal having the earliest time when the latest communication with the unmanned store terminal 1 is started is identified, and the operator terminal is identified. It is stored in the queue showing the allocation of.

On the other hand, the control unit 231 of each of the operator terminals 23a to 23c controls the operator terminal of the unmanned store terminal 1 to the operator terminal of each of the operator terminals 23a to 23c each time the operator terminal of the operator belongs to the operator terminal or the dialogue with the unmanned store terminal 1 ends. The contents of the queue indicating allocation are read from the communication server 21. Then, of the addresses of the unmanned store terminal 1 included in the read contents, the one with the oldest stored time (that is, the address with the oldest time information) is specified (step S205).

The control unit 231 which has specified the address first accesses the communication server 21 and deletes the specified address and the information associated with the address from the queue in which the address is stored (step). S
206). Next, the control unit 231 controls the video camera 23.
2 is instructed to image the face of the operator, and the voice processing unit 236 is instructed to process the voice signal supplied from the microphone 235.

Then, the video camera 232 captures the face of the operator, creates an image signal representing the captured image, and supplies it to the image processing unit 233. Image processing unit 233
Creates the image compression information by a predetermined method, and the control unit 2
31 (step S207). Image processing unit 23
Specifically, when the image signal is supplied from the video camera 232, the reference numeral 3 creates the image data in the MPEG format representing the supplied image signal and supplies it to the control unit 231.

However, the image processing section 233 is controlled by the control section 23.
1, the video camera 10 receives the instruction to acquire the high-quality image, and thereafter receives the instruction to cancel the acquisition of the high-quality image from the control unit 231.
The image signal supplied from No. 2 is converted into JPEG format image data and supplied to the control unit 231. Then, when an instruction to cancel the high-quality image acquisition is supplied from the control unit 231, the video camera 232 receives the instruction.
The image signal supplied from the device is converted into MPEG format image data and supplied to the control unit 231.

The format of the image data generated in the period from when the image processing unit 233 is instructed by the control unit 231 to acquire a high quality image until it is instructed to cancel the acquisition of a high quality image, and other information. The format of the image data generated during the period is not required to be the JPEG format and the MPEG format, respectively. Regarding the format of the image data generated by the image processing unit 233 in both periods, the image data generated in the latter period represents an image having a certain temporal length as compared with the image data generated in the former period. It is arbitrary as long as the format reduces the amount of data.

Further, the control section 231 controls the image processing section 233.
Further, the timing for supplying the instruction to acquire the high quality image and the instruction to cancel the acquisition of the high quality image is arbitrary. Therefore, the control unit 231 may supply these instructions to the image processing unit 233, for example, in response to a command supplied to the control unit 231 by the operator operating the input device 237.

In addition, the operator operates the microphone 234.
When a voice is uttered toward, the microphone 234 generates a voice signal representing the voice and supplies the voice signal to the voice processing unit 236. The voice processing unit 236 creates the voice feature information according to the process of creating the voice feature information shown in FIG.
31 (step S207).

That is, as shown in FIG.
When the control unit 231 supplies an instruction to generate the audio feature information, the control unit 231 responds to the instruction by first converting the analog audio signal supplied from the microphone 234 into a digital audio signal. (Digital audio signal) (FIG. 7, step S301).

The voice processing unit 236 divides the digital voice signal obtained by the conversion into parts representing voices separated by a predetermined time interval (for example, every 10 milliseconds) (step S302). Then, the voice processing unit 236
Performs, for example, FFT (Fast Fourier Transformation) on each part obtained as a result of dividing the digital audio signal, and generates data (frequency data) representing a Fourier transform of the sound represented by each part ( Step S303).

Next, the audio processing section 236 extracts three pieces of frequency data (specifically, about 300 hertz, about 1 kilohertz, and about 3 kilohertz) from the generated frequency data. Extract data (step S
304).

Next, the voice processing section 236 converts each of the extracted data into a predetermined data format to create voice characteristic information. Then, the created voice feature information is associated with each other representing the data extracted from the same frequency data, and the sets of voice feature information associated with each other are arranged so that the parts of the voice represented by the set are arranged side by side. It supplies to the control part 231 in the same order as that (step S305).
By the processing described above, the voice feature information representing the voice collected by the microphone 234 is generated and supplied to the control unit 231.

The control unit 231 supplied with the image compression information and the audio feature information combines the two, attaches the address of the unmanned store terminal 1 which is the other party of the communication as the destination address, and belongs as the source address. A packet is created by adding the address of the operator terminal. Then, the created packet is supplied to the communication server 21 (FIG. 6, step S208). The communication server 21 sends the packets supplied from the control unit 231 to the network in a predetermined cycle in the same order as the order supplied from the control unit 231.

On the other hand, the control unit 101 of the unmanned store terminal 1 which has transmitted the message requesting the dialogue receives the packet addressed to the unmanned store terminal 1 to which the self belongs, among the packets transmitted to the network (step S103). The image compression information and the audio feature information included in the received packet are separated (step S104).

Then, the control unit 101 supplies the separated image compression information to the image processing unit 103 to instruct the image restoration, and supplies the separated sound feature information to the sound processing unit 107 to instruct the sound restoration. To do.

The image processing section 103 restores an image signal from the image compression information supplied from the control section 101 by a predetermined method and supplies it to the display 109. The display 109 displays the image represented by the supplied image signal (step S105).

Further, the voice processing section 107 is composed of the control section 101.
The audio signal is restored from the audio feature information supplied from the speaker and supplied to the speaker 106. The speaker 106 reproduces the voice represented by the supplied voice signal (step S10).
5).

Specifically, when the audio feature information is supplied from the control unit 101 to the audio processing unit 107 and an instruction is given to reproduce the audio feature information, the audio processing unit 107 responds to the instruction and outputs the audio to be reproduced. The data representing the amplitude of the predetermined frequency component of is restored.

Next, the voice processing unit 107 represents a set of data extracted from the same frequency data, in which three sine waves having the frequencies and amplitudes represented by the respective data included in the set are superimposed. Create a digital audio signal. However, the voice processing unit 107 itself determines the length of the voice represented by the created digital voice signal by the microphone 105.
It is assumed that the digital audio signal obtained by converting the audio signal supplied from the above-mentioned digital audio signal is substantially the same in length as the audio represented by each part when divided into each part.

Next, the audio processor 107 converts the created digital audio signal into an analog audio signal (analog audio signal) in the same order as the order in which the sounds of the portion represented by the digital audio signal were arranged. Then, the analog audio signals obtained by the conversion are continuously supplied to the speaker 106 in the order obtained. As a result, the speaker 106 reproduces the voice represented by the analog voice signal supplied to itself.

Further, the control unit 101 which has received the packet addressed to the unmanned store terminal 1 to which the self belongs has the video camera 102.
Instructing to image the face of the customer, and instructing the voice processing unit 107 to process the voice signal supplied from the microphone 105.

In response to the instruction, the video camera 102 picks up the face of the customer, creates an image signal representing the picked-up image, and supplies it to the image processing unit 103. The image processing unit 103
The image processing unit 233 of each of the operator terminals 23a to 23c creates image compression information by substantially the same process as the process performed in step S207 and supplies it to the control unit 101 (step S106).

When the customer utters a voice toward the microphone 105 and the microphone 105 generates a voice signal representing the voice and supplies the voice signal to the voice processing unit 107,
The voice processing unit 107 creates voice feature information according to the process substantially the same as the process performed by the voice processing unit 236 of the operator terminals 23a to 23c in step S207, and supplies the voice feature information to the control unit 101 (step S106).

The control unit 101 combines the image compression information and the audio feature information supplied to itself and, as the destination address, the source address included in the packet addressed to itself (that is, the operator who is the communication partner). A packet is created with the address of the unattended store terminal 1 to which it belongs as the source address. Then, the created packets are sent to the network in the order of creation at predetermined intervals (step S107).

Then, the communication server 21 receives the packet addressed to the operator terminal connected to itself (step S209), and supplies the packet to the operator terminal indicated by the destination address attached to the received packet. To do.

Control unit 2 of operator terminals 23a-23c
Reference numeral 31 separates the image compression information and the audio feature information included in the supplied packet, supplies the separated image compression information to the image processing unit 233 to instruct the image restoration, and performs the audio processing on the separated audio feature information. It is supplied to the unit 236 to instruct the restoration of voice.

The image processing unit 233 causes the display 238 to display the image represented by the image compression information supplied to itself, in accordance with the process substantially the same as the process performed by the image processing unit 103 of the unmanned store terminal 1 in step S105. (Step S210). The voice processing unit 236 causes the speaker 235 to reproduce the voice represented by the voice feature information supplied to itself, according to substantially the same process as the process performed by the voice processing unit 107 of the unmanned store terminal 1 in step S105 (step S210). ).

Hereinafter, the unmanned store terminal 1 and the operator terminal assigned as the other party for communication with the unmanned store terminal 1 create image compression information representing images captured by their own video cameras, and The voice feature information representing the voice collected by each of the microphones is prepared. Then, a packet is created by adding the other party's address to these created signals, these packets are exchanged via the network and the communication server 21, and the image and voice represented by the contents of the packet are restored. This allows
A customer operating the unmanned store terminal 1 and the unmanned store terminal 1
It is possible to have a dialogue with the operator who operates the operator terminal, which is the other party of the communication, by using the window business system.

When the customer operates the input device 108 to instruct the end of the dialogue, the control unit 101 notifies the operator terminal, which is the communication partner of the unmanned store terminal 1 to which the self belongs, of the end of the dialogue. Message to terminate the interaction process. Operator terminals 23a to 23 that received this message via the communication server 21
c also ends the process of the dialogue.

On the other hand, when the operator operates the input device 237 to instruct the end of the dialogue, the control unit 231
Sends a message for notifying the end of the dialogue to the unmanned store terminal 1 which is the communication partner of the operator terminal to which the self belongs, and ends the dialogue processing. The unmanned store terminal 1 that receives this message also ends the process of the dialogue.

(Customer-Operator Transaction) As a result of the dialogue using the above-described processing being performed between the customer who operates the unmanned store terminal 1 and the operator who operates the operator terminal, for example, the customer and the operator. When an agreement to conclude a contract such as creation of a new deposit account is established, the window business system performs the process shown in FIG. 8, for example, in order to conclude the contract.

That is, as shown in the figure, first, the operator operates the input device 237 of the operator terminals 23a to 23c to give an instruction to start the conclusion of the contract (FIG. 8, step S401). The input device 237
In response to this instruction, the control unit 231 connected to
Data representing an image explaining the items to be entered in the contract is created, and the created data is added with the address of the unmanned store terminal 1 which is the communication partner of the operator terminal to which the user belongs as a destination address, and the data is sent to the communication server 21. It is transmitted (step S402). Note that the control unit 231 does not need to newly create data representing an image that describes the items to be entered in the contract each time an instruction is received, and the control unit 231 uses the data stored in advance in the external storage device of the control unit 231. CP
It may be read by U.

The communication server 21 sends the data representing the image explaining the entry items of the contract to the operator terminals 23a to 23a.
When supplied from c, the data is sent to the network. When the control unit 101 of the unmanned store terminal 1 receives the data addressed to itself (step S501), the control unit 101 supplies this data to the image processing unit 103, and the image processing unit 10
3 causes the display 109 to display the image represented by the data (that is, the image for explaining the items to be entered in the contract) (step S502).

Next, the customer operates the input device 108 in accordance with the explanation by the image displayed on the display 109 of the unmanned store terminal 1, inputs the information corresponding to the items to be entered in the contract, and further concludes the contract. Information for confirming the intention of is input (step S503). Then, in response to this instruction, the control unit 101 instructs the image processing unit 103 to
Image data representing an image in which a message requesting the presentation of the identity verification document is created and supplied to the image processing unit 103,
The image processing unit 103 causes the display 109 to display the image. However, the control unit 101 may supply the image data previously stored in the external storage device included in the control unit 101 to the image processing unit 103.

A message asking for the presentation of the personal identification document is displayed on the display 109, and the customer sets the personal identification document such as a driver's license on the scanner 104 and operates the input device 108 to instruct the start of scanning (step In step S504, the scanner 104 generates data representing images of the front and back sides of the personal identification document, and the control unit 10
1 (step S505).

Specifically, when a scan execution instruction is issued, the sensor drive units 143F and 143F of the scanner 104 are connected.
3B drives the optical sensors 142F and 142B,
Scan screens 144F and 144B. And
The optical sensors 142F and 142B generate data representing the images of the respective surfaces of the document set on the scanner 104 (that is, the document sandwiched between the screens 144F and 144B) and supply the data to the control unit 101.

The control unit 101 combines the data representing the front and back images of the personal identification document with the data representing the entry items of the contract entered by the customer, and combines the combined data with the communication partner. Is transmitted to the operator terminal (step S506).

The communication server 21 receives the data representing the items to be entered in the contract addressed to the operator terminal connected to itself, and sends the data to the operator terminal indicated by the destination address attached to the data. Supply data. The control unit 231 of the operator terminal supplied with the data
Supplies the supplied data to the image processing unit 233, and the image processing unit 233 records the image represented by the supplied data (that is, the images of the front and back sides of the personal identification document and the entry items of the contract). Image) is displayed on the display 238 (step S403).

Then, the operator operates the display 23.
The unmanned store terminal 1 by visually recognizing the image displayed in 8
After confirming that the person who operates is the customer himself / herself, he / she operates the input device 237 to instruct to execute the conclusion of the contract. Then, in response to this instruction, the control unit 231 connected to the input device 237 creates image data representing the document of the contract, based on the above-mentioned data indicating the entry items of the contract.

Then, the control unit 231 attaches the address of the unmanned store terminal 1 which is the communication partner of the operator terminal to which the control unit 231 belongs, to the communication server 21.
(Step S404). The communication server 21 sends the supplied image data to the network, and the control unit 101 of the unmanned store terminal 1 receives the image data addressed to the unmanned store terminal 1 (step S507).

Upon receiving the image data, the control unit 101 supplies the image data to the image processing unit 103, and instructs the image processing unit 103 to print the image represented by the image data. The image processing unit 103 is supplied with image data representing a document image of a contract from the control unit 101, and the control unit 10
When the instruction to print the image is supplied from the printer 1, the printer 110 prints the image represented by the image data according to the instruction.
Instruct. The printer 110 creates a contract by printing the image represented by the image data on the paper, and ejects the created contract (step S508).

(Recording in Database) The image and voice of the customer operating the unmanned store terminal 1 are stored in the data server 22.
In the case of recording in the database, the operator who operates the operator terminal operates the input device 237 of the operator terminals 23a to 23c at any timing after the start of the dialogue with the customer to instruct the recording in the database. .

The control unit 231 connected to the input device 237 responds to this instruction by displaying the display 23.
An image prompting the user to input identification data for identifying the customer (for example, the customer's name, account number, etc.) is displayed, and the supply of the identification data is awaited.

When the operator operates the input device 237 to supply the identification data, the control section 231 accesses the data server 22. Then, the packet supplied from the unmanned store terminal 1 which is the other party of the current communication of the operator terminal to which the self belongs and the identification data supplied using the input device 237 are supplied to the data server 22.

The data server 22 is the operator terminal 23.
When the packets and the identification data are supplied from a to 23c, the contents and the identification data of the supplied packets are associated with each other and stored in its own database. However,
When the same identification data is already stored in the database, it is not necessary to further store the identification data, and the content of the packet may be stored in association with the already stored identification data.

The data stored in the database is not limited to the image compression information and the audio feature information included in the packet, but may be data representing the image of the identity verification document supplied from the unmanned store terminal 1.

The data stored in the database by the above-described processing can be read out by the operator terminals 23a to 23c, etc., and the read operator terminals 23a to 23c etc. can display the image represented by the image compression information and the audio feature. The voice represented by the information is restored. The data read from the database may be transcribed on a recording medium such as an MO (Magneto-Optical) disk or a floppy disk via a recording medium access device (not shown).

(Customer-Expert Dialogue at Customer's Request) The above-described dialogue processing is performed between the unmanned store terminal 1 and the operator terminal which is the communication partner of the unmanned store terminal 1. In the meantime, when the customer operates the input device 108 of the unmanned store terminal 1 to instruct that he / she wants to interact with a particular type of expert, this window business system
The processing shown in FIG. 9 is performed.

That is, as shown in the figure, when the customer operates the input device 108 to instruct that he / she wants to interact with an expert (FIG. 9, step S601), the control unit 101 of the unmanned store terminal 1 In response to this instruction, a message indicating the type of expert desired by the customer is created and transmitted to the communication server 21 of the centralized center 2 (step S602).

When the communication server 21 receives the message addressed to itself indicating the type of expert (step S701),
Specialized terminals 32a to 32 operated by an expert of the type indicated by the received message by accessing the data server 22.
The address of c is specified (step S702). Then, the communication server 21 transmits the information indicating the address of the unmanned store terminal 1 that is the sender of the received message to the specialized terminals 32a to 32c indicated by the address specified by itself (step S703).

When the communication server 31 of the expert center 3 receives a message addressed to the specialized terminals 32a to 32c connected to itself among the messages transmitted to the network, the communication server 31 changes the received message to the message. Is supplied to the specialized terminals 32a to 32c, which are the transmission destinations.

Specialized terminal 32a supplied with a message
The control units 321 to 32c instruct the video camera 322 to capture the face of the operator, and the audio processing unit 32.
6 is instructed to process the audio signal supplied from the microphone 324.

Then, the video camera 322 captures the face of the expert in response to the instruction, and supplies the image processing unit 323 with an image signal representing the captured image. Image processing unit 323
Is the operator terminal 23a-at step S207 described above.
The image compression information is created according to the process substantially the same as the process performed by the image processing unit 233 of 23c and is supplied to the control unit 321 (step S704). In addition, the voice processing unit 326
Generates voice feature information from the voice collected by the microphone 324 by substantially the same process as the process performed by the voice processing unit 236 of the operator terminals 23a to 23c in step S207 described above, and supplies it to the control unit 321 ( Step S704).

The control unit 321 combines the image compression information and the audio feature information supplied to itself and attaches the address of the unmanned store terminal 1 that has transmitted the message desiring communication with itself, as the destination address. A packet is created by adding its own address as the source address. Then, the created packets are sent to the network in the order of creation at predetermined intervals (step S705).

On the other hand, the unmanned store terminal 1 that has transmitted the message requesting the dialogue with the expert receives the packet addressed to the unmanned store terminal 1 to which it belongs, among the packets transmitted to the network (step S603). Then, substantially the same processing as the above-described processing of step S105 is performed to restore the image and audio represented by the content of the received packet (step S604).

Further, the unmanned store terminal 1 performs substantially the same processing as the above-described processing of step S106 to obtain the image compression information, the audio characteristic information, and the transmission destination address indicating the specialized terminal as the communication partner. A packet including the packet is created (step S605) and sent to the network (step S605).
606).

[0130] On the other hand, the specialized terminal 32a, which has created the packet addressed to the unmanned store terminal 1 and supplied it to the communication server 31,
32c and the communication server 31 respectively operate | move the operator terminals 23a-2 in step S209 and S210 mentioned above.
3c and the communication server 21 perform substantially the same processing.

As a result, the communication server 31 receives the packet sent from the unmanned store terminal 1 to the specialized terminals 32a to 32c, and receives the packet from the specialized terminals 32a to 32c to which the packet is addressed. Transfer to. Then, the specialized terminals 32a to 32c restore the image and sound represented by the content of the packet transferred from the communication server 31.

Further, the specialized terminals 32a to 32c create a packet including image compression information, audio feature information, and a destination address indicating the unmanned store terminal 1 that is a communication partner, and supply the packet to the communication server 31 for communication. The server 31 sends the packets supplied from the specialized terminals 32a to 32c to the network.

(Interaction between Expert-Customer Specified by Operator) Further, while the above-mentioned interaction processing is being performed between the unmanned store terminal 1 and the operator terminal, the operator operates the input device 237 of the operator terminal. Even when the customer operates to specify the type of expert with whom the customer should interact, the window business system shifts to a state in which the expert-specific terminals 32a to 32c and the unmanned store terminal 1 can interact.

That is, as described above, when the operator uses the input device 237 to perform the operation of designating the type of expert with which the customer should interact, the operator terminals 23a to 23
In response to this operation, the control unit 231 of c accesses the data server 22 and specifies the addresses of the specialized terminals 32a to 32c operated by the specified type of expert.

Next, the operator terminals 23a-23c are
A message containing information indicating the address of the unmanned store terminal 1 which is the other party of the communication of itself is created, and this message is provided with the address specified by itself and supplied to the communication server 21.

The communication server 21 uses the operator terminal 23a.
Send the message supplied from 23c to the network. That is, the communication server 21 uses the operator terminal 2
The information indicating the address of the unmanned store terminal 1 which is the other party of the communication of 3a to 23c is transmitted to the specialized terminals 32a to 32c indicated by the addresses specified by the operator terminals 23a to 23c.

The communication server 3 of the expert center 3
1 receives the message transmitted by the communication server 21, the communication server 31 and the specialized terminals 32a to 32c to which the message is transmitted are in step S70 described above.
Substantially the same processing as the processing after 3 is performed. Further, the unmanned store terminal 1 indicated by the content of the message performs substantially the same processing as the above-described processing after step S603.

By the processing described above, the unmanned store terminal 1
If at least one of the customer who operates the operator and the operator who operates the operator terminal that is the communication partner of the unmanned store terminal 1 indicates, even between the customer and an expert of the type instructed by the customer, this It becomes possible to have a dialogue using the window business system.

A customer operating the unmanned store terminal 1
While the dialogue is being held with the specialists who operate the specialized terminals 32a to 32c, the customer and the operator terminal 2
The dialogue with the operator operating 3a-23c can continue.

When the customer interacts with both the expert and the operator, the control unit 101 of the unmanned store terminal 1 sends, for example, two packets containing substantially the same image compression information and audio feature information. One may be addressed to a specialized terminal which is a communication partner, and the other may be addressed to an operator terminal which is a communication partner, and may be transmitted to the network.

Further, dialogue may be conducted between the expert and the operator. In this case, the unmanned store terminal 1
The specialized terminal that is the communication partner of the unmanned store terminal 1
It is sufficient to perform substantially the same function as the above, and to perform substantially the same processing as the above-described customer-operator interaction processing together with the operator terminal that is the communication partner of the unmanned store terminal 1. This allows a dialogue between the customer, the expert and the operator.

When a customer, an expert, and an operator interact with each other, the unmanned store terminal 1 and the communication partner of the unmanned store terminal 1 are the operator terminal and the specialized terminal. The images showing the contents of the packets addressed to the self by two other than the self among these three may be displayed side by side at the same time.

The configuration of the window business system is not limited to that described above. For example, the window business system may include a plurality of unmanned store terminals 1. Further, the number of operator terminals provided in the centralized center 2 is not limited to three, and may be two or less or four or more. Further, the number of terminals for each specialty provided in the expert center 3 is not limited to three, and it is 2
The number may be four or less or four or more.

The unmanned store terminal 1, the centralized center 2 and the expert center 3 do not need to be connected via a network, and even if at least two of them are directly connected without a network. Good.

Further, the image processing unit 103 and the audio processing unit 1
07 does not need to be a device separate from the control unit 101,
For example, common CPU and DSP (Digital Signal Proce
ssor) may perform the functions of the control unit 101, the image processing unit 103, and the audio processing unit 107. Similarly, common CP
The U or DSP may perform the functions of the control unit 231, the image processing unit 233, and the audio processing unit 236, or a common CPU.
The DSP may perform the functions of the control unit 321, the image processing unit 323, and the audio processing unit 326.

Further, the centralized center 2 is the unmanned store terminal 1
The customer may be specified based on the image compression information, the voice feature information, and the data representing the image of the identity verification document supplied from the customer.

Specifically, for example, when the control unit 231 of the operator terminals 23a to 23c receives a packet transmitted by the unmanned store terminal 1 or data representing an image of the personal identification document, the control unit 231 receives the data. The image compression information or the audio feature information included in the packet and the image data of the personal identification document are supplied to the data server 22.

The data server 22 receives the image compression information, the voice feature information, the voice feature information, the image data of the identity verification document stored by itself, the image compression information and the voice feature information supplied from the control unit 231. Image data of identity verification documents,
It is sequentially determined whether or not they match under a predetermined determination condition. Then, the data server 22 retrieves the image compression information, the voice feature information, and the identification data associated with the image data of the identity verification document, which are determined to match, and the identification data is provided to itself as the voice feature information. Is sent back to the control unit 231 that has supplied.

As described above, when the control unit 231 receives the supply of the identification data from the data server 22, the operator terminals 23a to 23c specify the customer based on the supplied identification data, and then the unmanned store terminal 1 operates. It is not necessary for the operator to confirm that the person who operates is the customer himself. Further, the operator terminals 23a to 23c may use arbitrary information included in the identification data supplied from the data server 22 as entry items in the contract.

Furthermore, the data server 22 has a control unit 23.
If the identification data associated with the image compression information or the audio feature information that is determined to match the image compression information or the audio feature information supplied from 1 is returned to the control unit 231, a transaction between the customer and the operator is performed. At that time, the customer does not need to present the identification document.

As shown in FIG. 10, the scanner 104 includes a housing 141 and a CCD (Charge Coupled Device).
The camera 142, the transparent plates 145F and 145B, and the transparent plate drive unit 146 may be provided.

In the scanner 104 shown in FIG. 10, a window for inserting the transparent plates 145F and 145B is provided on the front surface of the housing 141. A CCD camera 142 and a transparent plate driving unit 146 are installed inside the housing 141. When the transparent plates 145F and 145B sandwiching the document are inserted from the front surface of the housing 141, the transparent plate driving unit 146 holds the inserted transparent plates 145F and 145B and the document.

Then, one side of the document is the CCD camera 1
When the transparent plates 145F and 145B are rotated so as to face the 42 side, the CCD camera 142 detects the completion of the rotation and, of the originals sandwiched between the transparent plates 145F and 145B, the surface facing the self side. Is imaged (that is, an image signal representing an image of the surface is generated).

When the CCD camera 142 completes the first image pickup, the transparent plate drive unit 146 causes the other surface of the document to be CC
The transparent plates 145F and 1 so as to face the D camera 142 side.
The CCD camera 142 that rotates 45B and detects the completion of the rotation captures a second image. Then, the CCD camera 142 that has captured each surface of the document supplies the image signal generated as representing the image of each surface of the document to the control unit 101.

Further, the scanner 104 has a second CCD instead of the transparent plate drive section 146 in the configuration shown in FIG.
It may be equipped with a camera.

The second CCD camera is provided inside the housing 141, and when one side of the document faces the CCD camera 142, the other side of the document faces the second CCD camera. It is installed in such a position. The CCD camera 142 and the second CCD camera capture images of the respective surfaces of the document sandwiched by the transparent plates 145F and 145B substantially simultaneously or sequentially. Then, the CCD camera 142 and the second CCD camera, which have captured the respective surfaces of the document, generate the image signals generated as representing the images of the respective surfaces of the document,
It is supplied to the control unit 101.

Further, the unmanned store terminal 1 may include a plurality of video cameras 102. Then, when the operator terminals 23a to 23c start communication with the unmanned store terminal 1 including the plurality of video cameras 102, the operator terminals 23a to 23c transmit information specifying the video camera 102 that should capture an image to the unmanned store terminal 1. You may

Then, if the control unit 101 of the unmanned store terminal 1 that has received this information instructs the video camera 102 indicated by the information to capture an image, the operator who operates the operator terminals 23a to 23c can operate. It is possible to arbitrarily switch the video camera 102 that captures the image of the customer.

[0159]

As described above, according to the present invention, a data exchange system and a data exchange method for providing a wide range of detailed information to an interlocutor without directly facing each other are realized.

[Brief description of drawings]

FIG. 1 is a block diagram showing a physical configuration of a window business system according to an embodiment of the present invention.

FIG. 2 is a block diagram showing a physical configuration of an unmanned store terminal.

FIG. 3 is a diagram schematically showing a configuration of a scanner.

FIG. 4 is a block diagram showing a physical configuration of an operator terminal.

FIG. 5 is a block diagram showing a physical configuration of a specialized terminal.

FIG. 6 is a flowchart showing a process of customer-operator interaction.

FIG. 7 is a flowchart showing a process of creating voice feature information.

FIG. 8 is a flowchart showing a transaction process between a customer and an operator.

FIG. 9 is a flowchart showing a process of customer-expert dialogue.

FIG. 10 is a diagram schematically showing a configuration of a modified example of the scanner.

[Explanation of symbols]

1 Unattended store terminal 101, 231, 321 control unit 102,232,322 video cameras 103, 233, 323 image processing unit 104 scanner 105, 234, 324 microphones 106, 235, 325 speakers 107, 236, 326 voice processing unit 108,237,327 Input device 109,238,328 display 110 printer 111, 24, 33 terminal adapter 141, 141F housing 141B top cover 142F, 142B Optical sensor 143F, 143B Sensor drive unit 144F, 144B screen 142 CCD camera 145F, 145B transparent plate 146 Transparent plate drive unit 2 intensive centers 21, 31 Communication server 22 Data server 23a-23c Operator terminal 3 Expert Center 32a to 32c Specialized terminals

─────────────────────────────────────────────────── --- Continuation of the front page (72) Inventor Yasuhiro Shimizu 3-3-3 Toyosu, Koto-ku, Tokyo NTT DATA Corporation (56) Reference JP-A-9-62740 (JP, A) ) JP-A-9-233441 (JP, A) JP-A-8-147363 (JP, A) JP-A-10-162061 (JP, A) JP-A-6-59990 (JP, A) (58) Field (Int.Cl. ⁷ , DB name) H04N ⁷ /00-7/68 G10L 19/00 H04L 12/24

Claims (14)

(57) [Claims] 1. Customer terminal, centralized center and expert center
The customer terminal, the centralized center and the expert center.
The image data creation function creates image data representing the operator's image.
And forming means, the predetermined components of a plurality of frequencies from among the operation's voice extraction
Create and create audio feature data that represents each extracted component.
The audio feature data creating means that reproduces the image represented by the image data supplied from the other
Superimpose each component represented by the voice feature data supplied from
And a reproducing means for reproducing the obtained sound.
The customer terminal is further connected to the centralized
Hands providing notification requesting data exchange with home center
The centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
With the means for notifying, the expert center is further provided with its own address,
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
The customer terminal is further equipped with image data created by itself and
The voice feature data is indicated by the address indicated by the self.
A data exchange system comprising means for supplying to an expert center . 2. Customer terminal, centralized center and expert center
The customer terminal, the centralized center and the expert center.
Terpolymer, respectively, the image data representing the image of the operator as video, the video
Data amount of the image data with respect to the time required for playback
So that the ratio of is a value according to the instruction from the outside.
Image data creation means to be created and audio features to create audio feature data representing the voice of the operator
Represented by data creation means and image data and audio feature data supplied from others
Reproducing means you play back images and sound, and wherein the customer terminal further to the centralized center, the specialist
Hands providing notification requesting data exchange with home center
The centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
With the means for notifying, the expert center is further provided with its own address,
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
The customer terminal is further equipped with image data created by itself and
The voice feature data is indicated by the address indicated by the self.
A data exchange system comprising means for supplying to an expert center . 3. Customer terminal, centralized center and expert center
The customer terminal, the centralized center and the expert center.
The image data creation function creates image data representing the operator's image.
And a voice feature that creates voice feature data that represents the voice of the operator.
Represented by data creation means and image data and audio feature data supplied from others
And a reproducing means for reproducing images and sounds, wherein the customer terminal is further provided in the centralized center with the specialized information.
Hands providing notification requesting data exchange with home center
The centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
With the means for notifying, the expert center is further provided with its own address,
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
The customer terminal is further equipped with image data created by itself and
The voice feature data is indicated by the address indicated by the self.
The customer terminal is further provided with means for supplying to a specialist center, and the customer terminal further includes a form image data representing an image of the form.
Form reading means for creating data and supplying it to the centralized center
And the centralized center is further supplied from the customer terminal.
Form display means for displaying the image represented by the form image data
Provided, the data exchange system, characterized in that. 4. The form reading means includes front and back surfaces of the form.
Surface of the form by scanning
And the data representing the image on the back side is the form image data.
The data exchange system according to claim 3 , wherein the data exchange system is created by the following method . 5. The form reading means sequentially orders the images of the faces facing each other out of the faces of the form.
By capturing the next image, the image of each side of the form is captured and the captured image is displayed.
The image pickup means for creating the form image data and the respective surfaces of the form sequentially face the image pickup means.
The data exchange system according to claim 3 , further comprising: a form moving unit that sequentially moves the form . 6. The form reading means is provided on each side of the form.
Facing each other, facing each other on each side of the form
The image of the side of the
The data exchange system according to claim 3 , further comprising an image pickup unit that creates form image data . 7. The customer terminal is further provided with an image created by itself.
Supply image data and audio feature data to the centralized center
The centralized center is provided with means for
Based on the image data and audio feature data, the customer edge
7. The data exchange system according to claim 1 , further comprising means for specifying an operator who operates the end . 8. The customer terminal is further provided with an image created by itself.
Supply image data and audio feature data to the centralized center
The centralized center includes a distribution means and a plurality of terminals.
Eh, each terminal of the centralized center
Creating means, the voice feature data creating means, and the reproduction
Comprises means, said distribution means, from among the terminals of the centralized center, the customer terminal
Image data and audio feature data supplied from
Means for deciding which terminal to use and the image data supplied from the customer terminal to the determined terminal.
Means for supplying data and audio feature data, and image data and audio feature data created by the determined terminal
8. A data exchange system according to any one of claims 1 to 7 , further comprising: a means for supplying the customer terminal to the customer terminal . 9. The expert center comprises a relay means and a plurality of relay means.
Terminal of the customer, and the terminal for customer is
Data exchange with the customer terminal
Equipped with means to notify the conditions that the handheld terminal should meet
Well, the concentration center is the terminal of the expert center.
Of which, meet the above conditions notified from the customer terminal
You can specify the item and use the specified terminal as the recipient
Terminal that supplies the address of the terminal for the professional to the expert center
Each terminal of the expert center is equipped with a designating means,
Data creating means, the voice feature data creating means, and
The relay means is provided by the terminal designating means.
Address to the terminal that is the recipient of the address.
The terminal of the expert center is equipped with means for supplying a dress,
Use the created image data and audio feature data to
Supply to the customer terminal indicated by the address supplied by Dan
The customer terminal uses the image data and audio created by itself.
The expert who shows the characteristic data by the address supplied to him / her
The data exchange system according to claim 1 , wherein the data exchange system supplies the data to a terminal of the center . 10. The concentration center and expert center
Image data and audio feature data created by one
10. The data exchange system according to claim 1 , further comprising means for supplying data to the other . 11. A terminal for a customer, a centralized center and an expert center.
Image data representing the operator's image.
Select a step from the steps to create and the operator's voice.
A sound that extracts a number of frequency components and represents each extracted component
Steps to create voice feature data, supplied by others
Plays the image represented by the image data, and supplies the audio supplied from the other
Speech obtained by superimposing each component represented by feature data on each other
The step of reproducing the information is performed by the customer terminal, and
It provides a notification requesting data exchange with the home center.
And the centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
The step of notifying is carried out, and the expert center further has its own address,
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
The customer terminal further executes the image data created by itself and the customer terminal.
The voice feature data is indicated by the address indicated by the self.
A method for exchanging data , which comprises performing a step of supplying to an expert center . 12. Customer terminal, centralized center and expert center
Screens that display the operator's image as a moving image.
The image data can be displayed in relation to the time required to play this video.
The value of the amount of image data is a value according to an external instruction
And the voice of the operator.
Steps to create voice feature data to represent, supplied from others
Image and sound represented by the generated image data and audio feature data
The step of reproducing a voice is performed, and the customer terminal is further connected to the centralized center by the expert.
It provides a notification requesting data exchange with the home center.
And the centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
The step of notifying is carried out, and the expert center further has its own address,
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
The customer terminal further executes the image data created by itself and the customer terminal.
The voice feature data is indicated by the address indicated by the self.
A method for exchanging data , which comprises performing a step of supplying to an expert center . 13. A first, second and third connected to each other
Computers, customer terminals, centralized centers and professionals
Functioning as a center, the customer terminal, the centralized center and the expert center
Ter, respectively, the image data work for creating image data representing an image of the operator
And forming means, the predetermined components of a plurality of frequencies from among the operation's voice extraction
Create and create audio feature data that represents each extracted component.
The audio feature data creating means that reproduces the image represented by the image data supplied from the other
Superimpose each component represented by the voice feature data supplied from
And a function for playing back the sound obtained by
The customer terminal to the centralized
Hands providing notification requesting data exchange with home center
Function as a step, and the centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
It also functions as a means for notifying, and the expert center is further created by its own address and self.
Generated image data and audio feature data are
To the customer terminal indicated by the address notified by
To function as that means, further the customer terminal, the image data and the self-created
The voice feature data is indicated by the address indicated by the self.
Computer readable coded program to serve as a means of feeding the expert centre.
Recording medium. 14. A first, second and third connected to each other.
Computers, customer terminals, centralized centers and professionals
Functioning as a center, the customer terminal, the centralized center and the expert center
Ter, respectively, the image data representing the image of the operator as video, the video
Data amount of the image data with respect to the time required for playback
So that the ratio of is a value according to the instruction from the outside.
Image data creation means to be created and audio features to create audio feature data representing the voice of the operator
Represented by data creation means and image data and audio feature data supplied from others
It functions as a reproducing means for reproducing images and sounds, and further, the customer terminal is further connected to the centralized center by the professional
Hands providing notification requesting data exchange with home center
Function as a step, and the centralized center is further supplied from the customer terminal.
Data exchange with the customer terminal in response to the notification
The address of the customer terminal to the expert center
It also functions as a means for notifying, and the expert center is further created by its own address and self.
Generated image data and audio feature data are
Be supplied to the customer terminals indicated notified address from ter
To function as that means, further the customer terminal, the image data and the self-created
The voice feature data is indicated by the address indicated by the self.
Computer readable coded program to serve as a means of feeding the expert centre.
Recording medium.