JP6557446B2 - Automatic transaction apparatus, its processing method, and its processing program - Google Patents

Description

  The present invention relates to an automatic transaction apparatus such as an automatic teller machine that is installed in a store such as a financial institution and automatically performs transactions with customers, a processing method thereof, and a processing program thereof.

  2. Description of the Related Art Conventionally, some automatic transaction apparatuses such as an automated teller machine (ATM) installed in a store such as a financial institution have various functions. For example, in cooperation with other devices such as a host computer, a function that detects abnormal transactions such as so-called transfer fraud when a user performs an operation for transfer using ATM (Patent Document 1, etc.) For example) (see Patent Document 2, etc.).

  On the other hand, in a store such as a financial institution where an automatic transaction apparatus such as an ATM is installed, a dedicated store attendant is placed on the customer side floor so that, for example, a customer's inquiry regarding an ATM operation method can be quickly handled. Has been placed. However, this store clerk is not limited to the case of receiving an inquiry from a customer. For example, when a customer who is confused without knowing the operation of an ATM is found, he / she speaks to the customer himself and actively contacts the customer. I try to support.

JP 2009-157592 A JP 2003-323660 A

  However, when a store clerk actively supports a customer who is confused without knowing the operation of the ATM as described above, first, the customer is perceived by the sight of the store clerk and the store clerk's past From that experience, you must determine if the customer needs help. That is, in such a case, it is necessary to rely on the visual sense and experience of the store staff. Therefore, for example, when a customer who is confused by the ATM operation does not enter into the visual sense of the store clerk, or when a customer who does not seem to be confused by the ATM operation from the point of view of the store clerk is actually confused, There is a risk that the customer who needs it may be overlooked.

  In view of the above circumstances, the present invention provides an automatic transaction apparatus, a processing method thereof, and a processing program thereof that enable a store clerk to reliably support a customer who is confused without knowing the operation of the automatic transaction apparatus. The purpose is to do.

According to one aspect of the apparatus, an automatic teller machine, obtained when the customer operates the automatic transaction apparatus, an imaging unit for obtaining a face image by imaging the face of the customer, the identity of the customer an acquisition unit that, have rows analyzed by measuring the pulse rate of the customer detects a pulse of the customer from the obtained face image by the image pickup unit, whether or not the customer is in need of assistance operations An analysis unit for determining, and when the analysis unit determines that the customer needs support for operation, the operation of the automatic transaction apparatus indicates that the customer is a customer who needs support for operation. a notification unit for notifying the operation support who assist the average pulse rate of the pulse rate of each customer, which is measured in the past by the analysis unit, or pulse rate of each customer, which is measured in the past by the analysis unit, wherein Stored in association with identification information A storage unit, and the analysis unit determines whether or not the measured pulse rate of the customer has suddenly increased, the measured pulse rate of the customer and the identification information of the customer stored in the storage unit Whether the difference from the corresponding past average pulse rate exceeds a predetermined value, or the past pulse rate corresponding to the customer identification information stored in the storage unit is the measured customer pulse rate it does not line the judges analysis or beyond, it is determined whether or not the customer is in need of support of the operation.

According to one aspect of the method, a processing method of an automatic transaction apparatus, when the customer operates the automatic transaction apparatus, and acquires face image by imaging the face of the customer, the identity of the customer Obtaining and detecting the customer's pulse from the face image and measuring the customer's pulse rate, whether the measured customer's pulse rate has risen sharply, the measured customer's pulse rate and the past The difference between the average pulse rate of each customer's measured pulse rate and the past average pulse rate corresponding to the customer identification information stored in the storage unit stored in association with the identification information is a predetermined value. The customer's identification information stored in a storage unit in which the measured pulse rate of the customer is stored in association with the identification information. Determine whether past pulse rate corresponding to The analysis I line, customer the customer determines whether they need the assistance of operation, when the customer is determined to need assistance operation, the customer is in need of assistance operations That is, the computer executes a process of notifying the operation supporter who supports the operation of the automatic transaction apparatus .

According to one aspect of the program, a processing program of the automatic transaction apparatus, when the customer operates the automatic transaction apparatus, and acquires face image by imaging the face of the customer, the identity of the customer Obtaining and detecting the customer's pulse from the face image and measuring the customer's pulse rate, whether the measured customer's pulse rate has risen sharply, the measured customer's pulse rate and the past The difference between the average pulse rate of each customer's measured pulse rate and the past average pulse rate corresponding to the customer identification information stored in the storage unit stored in association with the identification information is a predetermined value. The customer's identification information stored in a storage unit in which the measured pulse rate of the customer is stored in association with the identification information. Whether the past pulse rate corresponding to What line determining analyzed, to determine whether the customer is in need of assistance operations, when the customer is determined to need assistance operation, the customer needs assistance operation The computer is caused to execute the process of notifying the operation supporter who supports the operation of the automatic transaction apparatus that the customer is the customer who is making the transaction .

  The disclosed apparatus, method, and program have an effect that a store clerk can surely support a customer who is confused without knowing the operation of the automatic transaction apparatus.

It is a front view of the automatic transaction apparatus (ATM) which concerns on one embodiment. It is a right view including a partial perspective view of an automatic transaction apparatus (ATM) according to an embodiment. It is a figure which shows the system structural example of the automatic transaction apparatus (ATM) which concerns on one embodiment. It is a flowchart which shows an example of a part of process which the control part of the automatic transaction apparatus (ATM) which concerns on one embodiment performs. It is a figure which shows the example of a display screen of a portable information terminal device.

Hereinafter, an automatic transaction apparatus according to an embodiment will be described with reference to the drawings.
In this embodiment, as an example, an automatic transaction apparatus is assumed to be ATM (Automated Teller Machine), and a store where the automatic transaction apparatus is installed is described as a bank store. However, the automatic transaction apparatus and the store where it is installed are not limited to these.

  FIG. 1A is a front view of an ATM which is an automatic transaction apparatus according to the present embodiment, and FIG. 1B is a right side view including a partial perspective view thereof.

  As shown in FIG. 1A, the ATM 100 has a speaker 101, a passbook reader 102, a card reader 103, a coin deposit / withdrawal unit 104, a bill deposit / withdrawal unit 105, a camera 106, a display operation unit 107, a human body sensor 108, etc. It has.

The speaker 101 outputs various voice messages.
The passbook reading unit 102 accepts the passbook, reads data stored in a magnetic stripe portion attached to the side of the passbook, for example, and returns the passbook after performing certain processing such as entry of the passbook. The card reading unit 103 receives the cash card, returns the cash card after performing certain processing such as reading data stored in the cash card.

  The coin deposit / withdrawal unit 104 receives and dispenses coins. The banknote deposit / withdrawal unit 105 receives banknotes and pays out banknotes.

  The camera 106 has a face recognition function, for example, and images a customer's face using the ATM 100 to obtain a customer's face image. Assuming that the customer performs an ATM operation (operation of the display operation unit 107) with the face facing downward, the camera 106 faces the customer's face directed downward as shown in FIG. 1B. It is provided in such an orientation.

The display operation unit 107 is a display unit having a touch panel function, for example, and displays a transaction content menu, transaction result guidance, various messages, etc., and accepts processing requests.
The human body sensor 108 detects the presence of a customer in front of the ATM 100.

FIG. 2 is a diagram illustrating a system configuration example of the ATM 100.
As shown in FIG. 2, the ATM 100 includes the above-described speaker 101, passbook reading unit 102, card reading unit 103, coin deposit / withdrawal unit 104, bill deposit / withdrawal unit 105, camera 106, display operation unit 107, and human body sensor 108. , Control unit 109, deposit / withdrawal unit 110, storage unit 111, and communication unit 112.

  The control unit 109 controls the entire operation of the ATM 100. The control unit 109 includes a pulse analysis unit 113. The pulse analysis unit 113 detects and analyzes a customer's pulse from the customer's face image obtained by the camera 106. For example, the pulse analysis unit 113 measures the customer's pulse rate (heart rate), whether or not the customer's pulse rate has risen sharply, and the difference between the customer's pulse rate and the customer's past average pulse rate. Whether the customer's pulse rate exceeded the customer's past pulse rate, or the like. Such an analysis is performed, for example, in order to detect customers who need assistance for ATM operation. This is because customers who are confused without knowing the ATM operation will be stressed and will shift to a tense state, and the pulse rate will rise more than usual, so by detecting the increase in pulse rate, This is based on the idea that it is possible to detect customers who need assistance in operation.

  The pulse analysis unit 113 can detect the pulse as follows, for example. First, from the customer's face image (moving image) obtained by the camera 106, an average value of each color component (red, green, blue) of the face area is obtained for each acquisition frame. Thereafter, noise common to the three color components is removed, and a luminance waveform is extracted from the green component. Then, the pulse is detected from the peak value of the luminance waveform. Such a method is based on the idea of detecting a pulse by focusing on the characteristic that hemoglobin contained in blood absorbs green light and capturing the luminance change of the face surface that is considered to be caused by blood flow.

  The deposit / withdrawal unit 110 includes the above-described coin deposit / withdrawal unit 104 and banknote deposit / withdrawal unit 105, causes the coin deposit / withdrawal unit 104 to accept and dispense coins, and allows the banknote deposit / withdrawal unit 105 to accept bills and dispense bills. To do.

  The storage unit 111 stores data such as past pulse rate and average pulse rate of each customer. For example, when the pulse rate of the customer is measured by the pulse analysis unit 113, these data are updated based on the measurement data. In addition, each customer's data memorize | stored in the memory | storage part 111 are matched with customer identification information, such as a customer's passbook number and a cash card number, for example. Accordingly, in the storage unit 111, the corresponding customer data can be extracted or updated based on the customer identification information.

  The communication unit 112 communicates with an external device such as a portable information terminal device (hereinafter simply referred to as “portable terminal”) 300 of a support employee (an example of an operation supporter) or a host computer (not shown) via the network 200. The network 200 is a network such as a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or a network in which they are mixed. Further, the support clerk is a clerk who is placed on the customer side floor of the bank store where the ATM 100 is installed and plays a role such as assisting the customer's ATM operation. The mobile terminal 300 is, for example, a mobile phone, a PHS (Personal Handyphone System), a PDA (Personal Data Assistant), a smartphone (registered trademark), a tablet terminal, or the like.

  In the ATM 100 having such a configuration, the camera 106 is an example of an imaging unit that captures a customer's face and obtains a facial image. The pulse analysis unit 113 is an example of an analysis unit that detects and analyzes a customer's pulse from the face image obtained by the imaging unit. The speaker 101, the display operation unit 107, and the communication unit 112 are examples of a notification unit that performs notification according to the analysis result of the analysis unit.

  In the ATM 100 having such a configuration, the control unit 109 including the pulse analysis unit 113 may include, for example, a CPU (Central Processing Unit), a RAM (Random Access Memory), and a ROM (Read Only Memory). In this case, the CPU controls the overall operation of the ATM 100 described above by reading and executing the program stored in the ROM via the RAM. Here, the program stored in the ROM may be stored in the storage unit 111. The program executed by the CPU may be stored in the RAM from an external device via the network 200 and the communication unit 112 and executed by the CPU. Alternatively, the control unit 109 including the pulse analysis unit 113 may include a module such as an FPGA (Field Programmable Gate Array) or a DSP (Digital Signal Processor). In this case, the control unit 109 includes a nonvolatile memory (for example, an EEPROM (Electrically Erasable and Programmable Read Only Memory), a flash memory, a flash memory type memory card, or the like), and module firmware is stored in the nonvolatile memory. Here, the firmware stored in the nonvolatile memory may be written via the communication unit 112.

  FIG. 3 is a flowchart showing an example of a part of processing performed by the control unit 109 of the ATM 100. FIG. 4 is a diagram illustrating a display screen example of the mobile terminal 300.

  As shown in FIG. 3, first, when the presence of a customer is detected by the human body sensor 108 (S101), the control unit 109 activates the camera 106 (S102), and a predetermined frame rate (for example, 30 frames) by the camera 106 is displayed. / Sec) is started (S103).

  Although not shown, a passbook or cash card is inserted into the passbook reading unit 102 or the card reading unit 103 by a customer who makes a transaction, and the control unit 109 uses the passbook reading unit 102 or the card reading unit 103 to pass the passbook or cash card. Read the number of.

  Subsequently, when the customer's face is recognized by the camera 106 and the acquisition of the customer's face image is started by the camera 106, the pulse analysis unit 113 of the control unit 109 starts from the customer's face image obtained at a predetermined frame rate. Pulse detection starts and measurement of the customer's pulse rate is started (S104). Then, the pulse analysis unit 113 determines whether or not the customer's pulse rate has rapidly increased from the measured pulse rate, or the difference between the measured pulse rate and the customer's past average pulse rate has a predetermined value. It is determined whether it has been exceeded (S105). Note that the average pulse rate of the customer in the past is read from the storage unit 111 based on the identification information of the customer (customer passbook or cash card number).

  If the determination result in S105 is No, the process returns to S104, assuming that the customer is not in a tension state and does not require operation support. Although not shown, while the determination result in S104 and S105 is repeated No, for example, when the customer transaction is ended, the processing shown in FIG. 3 is ended.

  On the other hand, when the determination result in S105 is Yes, the control unit 109 exists in front of the ATM 100 to the portable terminal 300 of the support clerk by the communication unit 112, assuming that the customer is in tension and needs operation support. A notification is sent to inform the support staff that the customer is a customer who needs assistance for the ATM operation (S106). This notification includes an ATM identification number uniquely assigned to the ATM 100 that made the notification so that the support agent can identify which customer in front of the ATM 100 needs assistance.

  Then, the portable terminal 300 that has received this notification displays the notification content on the display screen, as shown in FIG. 4, for example. In the example of the display screen shown in FIG. 4, it is necessary to support ATM operation for a customer existing in front of the ATM 100 whose device number (ATM identification number) is “A001”, and the customer's measured heart rate. The number (pulse rate) is notified to be “180 bpm (beats per minute)”.

  Note that the pulse rate measured during the process shown in FIG. 3 is reflected in the corresponding customer data stored in the storage unit 111, for example, when this process ends.

  As described above, according to the present embodiment, when a customer existing in front of the ATM 100 is confused without knowing the ATM operation, the fact is notified to the mobile terminal 300 of the support clerk. Bankers will be able to reliably support such customers without relying on their own vision and experience.

  Also, the ATM 100 can be realized, for example, by adding a program for executing the processing shown in FIG. 3 to an ATM including an existing camera, without adding a new hardware configuration. The ATM 100 can be realized by using the existing ATM as it is.

In the present embodiment, various modifications can be made.
For example, the determination in S105 shown in FIG. 3 may be performed as follows. That is, the pulse analysis unit 113 determines whether or not the customer's pulse rate has rapidly increased from the measured pulse rate, and whether the difference between the measured pulse rate and the customer's past average pulse rate exceeds a predetermined value. It may be determined whether or not the measured pulse rate exceeds the past pulse rate of the customer. In this case, the past pulse rate of the customer is read from the storage unit 111 based on the identification information of the customer.

  Further, for example, when the determination in S105 shown in FIG. 3 is Yes, in addition to S106, a message for relaxing the customer is displayed to the customer by display and / or voice. Also good. In this case, notification of a message by display and / or voice is performed by the display operation unit 107 and / or the speaker 101. Further, when a message is notified by display, the measured pulse rate may be displayed together.

  Although the embodiment has been described above, the present invention is not limited to the above-described embodiment, and various improvements and modifications can be made without departing from the gist of the present invention.

100 ATM
DESCRIPTION OF SYMBOLS 101 Speaker 102 Passbook reading part 103 Card reading part 104 Coin depositing / withdrawing part 105 Banknote depositing / withdrawing part 106 Camera 107 Display operation part 108 Human body sensor 109 Control part 110 Depositing / withdrawing part 111 Storage part 112 Communication part 113 Pulse analysis part 200 Network 300 Mobile Type information terminal equipment

Claims (6)

Automatic transaction equipment,
When a customer operates the automatic transaction apparatus, an imaging unit for obtaining a face image by imaging the face of the customer,
An acquisition unit for acquiring identification information of the customer;
There lines analyzed by measuring the pulse rate of the customer detects a pulse of the customer from the face image obtained by the imaging unit, and determining the analysis section whether the customer is in need of assistance operations ,
When the analysis unit determines that the customer needs operation support, the operation supporter who supports the operation of the automatic transaction apparatus indicates that the customer is a customer who needs operation support. A notification section to notify,
A storage unit in which the average pulse rate of each customer's pulse rate measured in the past by the analysis unit or the pulse rate of each customer measured in the past by the analysis unit is stored in association with the identification information When,
With
The analysis unit determines whether or not the measured pulse rate of the customer has rapidly increased, the average pulse rate of the past corresponding to the measured customer pulse rate and the identification information of the customer stored in the storage unit Whether or not the measured pulse rate of the customer exceeds the past pulse rate corresponding to the customer identification information stored in the storage unit. the analysis I line, determining whether or not the customer is in need of support of the operation,
An automatic transaction apparatus characterized by that. Before SL analyzer, if the pulse rate of the customer which is measured has been determined analysis sharply rises, the customer identification information stored in the storage unit and the pulse rate of the customer is measured When the analysis is performed to determine that the difference from the past average pulse rate corresponding to the value exceeds a predetermined value, or the measured pulse rate of the customer is stored in the customer identification information stored in the storage unit When analysis is performed to determine that the corresponding past pulse rate has been exceeded, it is determined that the customer needs assistance in operation .
The automatic transaction apparatus according to claim 1. Wherein by the notification unit signaling is performed with respect to the operation support of the portable information terminal device,
The automatic transaction apparatus according to claim 1 or 2. When the notification unit performs the previous Symbol notification,
The notification unit further notifies the customer of a message for relaxing the customer by display and / or voice,
The automatic transaction apparatus according to any one of claims 1 to 3 . A processing method for an automatic transaction apparatus,
When a customer operates the automatic transaction apparatus, and acquires face image by imaging the face of the customer,
Obtaining identification information of the customer;
Detecting the customer's pulse from the face image and measuring the customer's pulse rate, whether the measured customer's pulse rate has risen sharply, measured the customer's pulse rate, and measured in the past Whether the difference between the average pulse rate of each customer and the past average pulse rate corresponding to the customer identification information stored in the storage unit stored in association with the identification information exceeds a predetermined value Or the measured pulse rate of the customer corresponds to the identification information of the customer stored in the storage unit in which the pulse rate of each customer measured in the past is associated with the identification information and stored. what past row determining analyze whether exceeds the pulse rate, to determine whether the customer is in need of assistance operations,
When it is determined that the customer needs operation support, the operation support person who supports the operation of the automatic transaction apparatus is notified that the customer is a customer who needs operation support .
The computer performs the process,
A processing method characterized by the above. A processing program for an automatic transaction apparatus,
When a customer operates the automatic transaction apparatus, and acquires face image by imaging the face of the customer,
Obtaining identification information of the customer;
Detecting the customer's pulse from the face image and measuring the customer's pulse rate, whether the measured customer's pulse rate has risen sharply, measured the customer's pulse rate, and measured in the past Whether the difference between the average pulse rate of each customer and the past average pulse rate corresponding to the customer identification information stored in the storage unit stored in association with the identification information exceeds a predetermined value Or the measured pulse rate of the customer corresponds to the identification information of the customer stored in the storage unit in which the pulse rate of each customer measured in the past is associated with the identification information and stored. what past row determining analyze whether exceeds the pulse rate, to determine whether the customer is in need of assistance operations,
When it is determined that the customer needs operation support, the operation support person who supports the operation of the automatic transaction apparatus is notified that the customer is a customer who needs operation support .
Let the computer execute the process,
A processing program characterized by that.