Information processing device, information processing method, and program

Abstract

To enable users to access services on information terminals shared by an unspecified number of people without having to enter personal information. [Solution] An information processing device 1 according to one embodiment of the present invention includes: a reception unit 131 that receives a start operation for receiving a predetermined service from a customer service terminal used by a user; a transmission unit 132 that, in response to the reception unit receiving the start operation, transmits access information to the customer service terminal for inputting the required items to use the service; a determination unit 134 that determines whether or not the input of the required items has been completed by a user terminal owned by the user, which is different from the customer service terminal; and a service provision unit 135 that, on the condition that the determination unit has determined that the input of the required items has been completed, starts providing the service to the customer service terminal.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and a program for processing information on services provided to a user in an information terminal.

Background Art

[0002] Patent Document 1 describes a system that enables a user to remotely receive a medical service by a medical practitioner in a booth installed in a public space such as a commercial facility via an information terminal.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In order for a user to receive a service remotely, the user may be required to input personal information including payment information or medical information from a service provider. In the system described in Patent Document 1, since the information terminal can be shared by unspecified people, the user may feel resistance to inputting personal information into the information terminal.

[0005] Therefore, the present invention has been made in view of these points, and an object thereof is to enable a user to receive a service without inputting personal information in an information terminal shared by unspecified people.

Means for Solving the Problems

[0006] An information processing apparatus according to a first aspect of the present invention includes: a reception unit that receives a start operation for receiving a predetermined service from a customer service terminal used by a user; a transmission unit that, in response to the reception unit receiving the start operation, transmits access information to the customer service terminal for inputting required items to use the service; a determination unit that determines whether or not the input of the required items has been completed by a user terminal owned by the user, which is different from the customer service terminal; and a service provision unit that, on the condition that the determination unit has determined that the input of the required items has been completed, starts providing the service to the customer service terminal.

[0007] The access information may also be information obtained from the customer service terminal to the user terminal that allows the user terminal to access a screen for entering the requested items.

[0008] The access information may be code information generated by encoding the access information, and may be acquired by the user terminal by the user terminal reading and decoding the code information displayed by the customer service terminal.

[0009] The information processing device may further include a storage control unit that stores in a storage unit a first identification information for identifying the start operation received by the reception unit and a second identification information for identifying the service started by the service provision unit in response to the start operation, in association with each other.

[0010] The storage control unit may store in the storage unit the first identification information and the input information of the request item input in response to the start operation corresponding to the first identification information, in association with each other.

[0011] The requested items may include at least one of the following: payment information for the user to settle the fee for the service, and user information indicating the characteristics of the user that the provider of the service requires in order to provide the service.

[0012] The reception unit receives from the user the selection of one of a predetermined number of services, and the request items may include items that differ depending on the service selected by the user from the number of services or the provider.

[0013] The transmission unit may transmit the input information of the request items entered by the user to the provider terminal used by the provider of the service.

[0014] The transmitting unit may provide the provider terminal with the input information for the requested items which may differ depending on the provider.

[0015] While the provider is providing the service to the customer terminal, the transmission unit may retransmit the access information to the customer terminal in response to the provider performing a predetermined operation on the provider terminal.

[0016] The transmitting unit may also transmit to the user terminal display information to display a screen for the user terminal to input the requested items, with the user's pre-registered registration information already entered into the requested items.

[0017] The customer service terminal is an information terminal installed in a designated facility, and the service may be a call service conducted between the customer service terminal and a provider terminal used by the provider of the service.

[0018] The transmission unit may, on the condition that the determination unit has determined that the input of the requested items has been completed, transmit information to the provider terminal used by the provider of the service indicating that the provision of the service has begun.

[0019] The information processing method according to the second aspect of the present invention includes: a step of receiving, by a processor, a start operation for receiving a predetermined service from a customer service terminal used by a user; a step of transmitting, in response to receiving the start operation in the receiving step, access information for inputting required items required for using the service to the customer service terminal; a step of determining, by a user terminal different from the customer service terminal and held by the user, whether the input of the required items has been completed; and a step of starting to provide the service to the customer service terminal on the condition that it is determined in the determining step that the input of the required items has been completed.

[0020] The program according to the third aspect of the present invention causes a processor to execute: a step of receiving a start operation for receiving a predetermined service from a customer service terminal used by a user; a step of transmitting, in response to receiving the start operation in the receiving step, access information for inputting required items required for using the service to the customer service terminal; a step of determining, by a user terminal different from the customer service terminal and held by the user, whether the input of the required items has been completed; and a step of starting to provide the service to the customer service terminal on the condition that it is determined in the determining step that the input of the required items has been completed.

Advantages of the Invention

[0021] According to the present invention, in an information terminal shared by unspecified people, there is an effect that a user can receive a service without inputting personal information.

Brief Description of the Drawings

[0022] [Figure 1] It is a schematic diagram of an information processing system. [Figure 2] It is a block diagram of an information processing system. [Figure 3] It is a schematic diagram of a customer service terminal displaying an exemplary start screen. [Figure 4] This is a schematic diagram for explaining the process in which the transmission unit transmits access information to the customer terminal. [Figure 5] This is a schematic diagram for explaining the process in which the acquisition unit acquires input information. [Figure 6] This is a schematic diagram for explaining the process in which the service providing unit starts providing a service to the customer terminal. [Figure 7] This is a schematic diagram for explaining management information. [Figure 8] This is a sequence diagram of an exemplary information processing method executed by the information processing system.

Embodiments for Carrying Out the Invention

[0023] [Overview of Information Processing System S] FIG. 1 is a schematic diagram of an information processing system S according to the present embodiment. The information processing system S includes an information processing apparatus 1, a customer terminal 2, a user terminal 3, and a provider terminal 4. The information processing system S may include other devices such as servers and terminals.

[0024] The information processing apparatus 1 is a computer for processing information related to a predetermined service provided by a provider to a user. The information processing apparatus 1 is, for example, one or more servers. The service is provided from the provider terminal 4 used by the provider to the customer terminal 2 used by the user. The service provided by the provider is, for example, a call service in which the user and the provider make a call remotely via the customer terminal 2 and the provider terminal 4. The service provided by the provider may be a video call service that transmits and receives images in addition to voice. The service provided by the provider may be a chat service that transmits and receives text.

[0025] The services provided by the provider may include, for example, medical consultations such as medical examinations or medication guidance, financial consultations such as banking or securities consultations, administrative consultations such as those with the national or local government, and consultations regarding products that the user purchases or contracts for. The services provided by the provider are not limited to the specific services listed here and may include other services that the provider can provide to the user remotely.

[0026] Customer service terminal 2 is an information terminal used by users and is installed in a designated facility. A user is a person who receives a service. Customer service terminal 2 is shared by an unspecified number of people, including users. Customer service terminal 2 is placed in a designated location (such as a booth) within the facility and is used within the facility. Examples of facilities where customer service terminal 2 is installed include commercial facilities, public facilities, train stations, etc. Customer service terminal 2 is associated with customer service terminal identification information (hereinafter referred to as customer service terminal ID (Identifier)) used to identify the customer service terminal 2.

[0027] User terminal 3 is an information terminal used by a user and owned by that user. User terminal 3 is used by the same user as customer service terminal 2, but is a different information terminal from customer service terminal 2. User terminal 3 is carried by the user and used at the user's location. User terminal 3 is associated with user identification information (hereinafter referred to as User ID) used to identify the user who uses user terminal 3.

[0028] Provider terminal 4 is an information terminal used by the provider. The provider is an individual or business that provides services to the user. When the provider is a business, provider terminal 4 is operated by an employee belonging to the provider or an operator requested by the provider. Provider terminal 4 is associated with provider identification information (hereinafter referred to as provider ID) used to identify the provider using provider terminal 4.

[0029] The customer service terminal 2, user terminal 3, and provider terminal 4 are, for example, smartphones, tablet terminals, or personal computers. The customer service terminal 2, user terminal 3, and provider terminal 4 have an operation unit such as a touch panel or keyboard for receiving operations, and a display unit such as a liquid crystal display for displaying information. The customer service terminal 2, user terminal 3, and provider terminal 4 may further have an imaging unit including an image sensor for taking images, and a sound collection unit such as a microphone for acquiring sound. The customer service terminal 2, user terminal 3, and provider terminal 4 communicate with the information processing device 1 by at least one of wired communication or wireless communication.

[0030] The following describes the process performed by the information processing system S according to this embodiment. The information processing device 1 receives an initiation operation from the customer service terminal 2 used by the user to receive a predetermined service. The initiation operation is, for example, an operation in which the user selects one of several services that they wish to receive.

[0031] Upon receiving a start operation, the information processing device 1 transmits access information to the customer terminal 2 for inputting the required items to use the service. The access information includes, for example, a URI (Uniform Resource Identifier) ​​for accessing an input screen for entering required items such as payment information.

[0032] Customer service terminal 2 displays code information generated by encoding access information. User terminal 3 reads the code information displayed by customer service terminal 2 using its imaging unit and obtains the access information indicated by the code information. User terminal 3 uses the obtained access information to access the request item input screen and accepts the user's input of the request items.

[0033] The information processing device 1 determines whether the input of the requested items has been completed by a user terminal 3 that is different from the customer service terminal 2 to which the access information is sent. If the information processing device 1 determines that the input of the requested items has been completed, it starts providing the service to the customer service terminal 2. For example, the information processing device 1 starts a call service between the customer service terminal 2 and the provider terminal 4.

[0034] In this way, the information processing system S transmits access information to the customer service terminal 2 for inputting the required items to use the service, and a user terminal 3, which is different from the customer service terminal 2 to which the access information was transmitted, accepts the input of the required items using the access information. As a result, the information processing system S enables users to receive the service without entering personal information on the customer service terminal 2, which is shared by an unspecified number of people.

[0035] [Configuration of Information Processing System S] Figure 2 is a block diagram of the information processing system S according to this embodiment. In Figure 2, the arrows indicate the main data flows, and there may be other data flows besides those shown in Figure 2. In Figure 2, each block represents a functional unit configuration, not a hardware (device) unit configuration. Therefore, the blocks shown in Figure 2 may be implemented in a single device, or they may be implemented separately in multiple devices. Data exchange between blocks may be performed via any means, such as a data bus, network, or portable storage medium.

[0036] The information processing device 1 includes a communication unit 11, a storage unit 12, and a control unit 13. The information processing device 1 may be configured by two or more physically separate devices connected by wired or wireless connections. Alternatively, the information processing device 1 may be configured as a cloud, which is a collection of computer resources.

[0037] The communication unit 11 has a communication controller for sending and receiving data between the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network. The communication unit 11 notifies the control unit 13 of the data received from the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network. The communication unit 11 also transmits the data output from the control unit 13 to the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network.

[0038] The storage unit 12 is a storage medium including ROM (Read Only Memory), RAM (Random Access Memory), a hard disk drive, etc. The storage unit 12 pre-stores programs to be executed by the control unit 13. The storage unit 12 may be located outside the information processing device 1, in which case data may be exchanged with the control unit 13 via a network.

[0039] The control unit 13 includes a reception unit 131, a transmission unit 132, an acquisition unit 133, a determination unit 134, a service provision unit 135, and a memory control unit 136. The control unit 13 is a processor such as a CPU (Central Processing Unit), and functions as the reception unit 131, transmission unit 132, acquisition unit 133, determination unit 134, service provision unit 135, and memory control unit 136 by executing a program stored in the memory unit 12. At least part of the functions of the control unit 13 may be performed by an electrical circuit. In addition, at least part of the functions of the control unit 13 may be performed by a program executed via a network.

[0040] The configuration for the information processing system S to execute the processing according to this embodiment is described below. The customer service terminal 2 installed in a predetermined facility displays a start screen on its display unit for receiving the user's selection of the service they wish to receive. The service is, for example, a telephone service conducted between the customer service terminal 2 used by the user and the provider terminal 4 used by the provider.

[0041] Figure 3 is a schematic diagram of a customer service terminal 2 displaying an exemplary start screen. On the start screen, the customer service terminal 2 displays information (e.g., text or graphics) indicating one or more predetermined services that the user can receive. The user performs an operation on the customer service terminal 2 to select one of the displayed services that they wish to receive. The customer service terminal 2 transmits operation information indicating the operation performed by the user to the information processing device 1.

[0042] In the information processing device 1, the reception unit 131 receives an initiation operation from the customer service terminal 2 to receive a predetermined service. The reception unit 131 receives, for example, the user operation indicated by the operation information transmitted by the customer service terminal 2 as an initiation operation to receive the service. The reception unit 131 identifies the service selected by the user, as indicated by the received initiation operation. The service selected by the user is specified, for example, by a service ID used to identify the service.

[0043] In response to the reception unit 131 receiving the start operation, the transmission unit 132 transmits access information to the customer terminal 2 for inputting the required items to use the service.

[0044] Figure 4 is a schematic diagram illustrating the process by which the transmission unit 132 transmits access information to the customer service terminal 2. The access information is acquired from the customer service terminal 2 to the user terminal 3, allowing the user terminal 3 to access the input screen for entering requested items. In other words, the access information is used to enter requested items on the user terminal 3, not on the customer service terminal 2.

[0045] For example, in response to the reception unit 131 receiving a start operation, the transmission unit 132 issues a reception ID (first identification information) to identify the start operation received by the reception unit 131. The transmission unit 132 generates access information that includes the issued reception ID and a URI for accessing an input screen for entering the requested items.

[0046] The transmission unit 132 may generate access information that includes URIs for accessing different input screens depending on one or more services. The reception unit 131 generates access information that includes a URI corresponding to the service selected by the user from among one or more services (a URI pre-associated with a service ID for identifying the service selected by the user). This allows the information processing system S to provide an input screen suitable for the service selected by the user.

[0047] The transmission unit 132 transmits the generated access information to the customer service terminal 2. The customer service terminal 2 displays the code information generated by encoding the access information transmitted by the information processing device 1 on its display unit. The code information is, for example, a one-dimensional code or a two-dimensional code generated by encoding the access information according to known rules.

[0048] The transmission unit 132 of the information processing device 1 may generate code information by encoding access information and transmit the generated code information to the customer service terminal 2. The customer service terminal 2 may generate code information by encoding the access information received from the information processing device 1.

[0049] The user has the customer service terminal 2 read the code information displayed on it using the imaging unit of the user terminal 3. The user terminal 3 obtains the access information indicated by the code information by decoding the code information read using the imaging unit (for example, an image containing the code information) according to known rules.

[0050] The user terminal 3 uses the acquired access information to display an input screen on the display unit for entering requested items. The user terminal 3 accesses the URI indicated by the access information, for example, using a web browser or other application. The input screen is provided by the information processing device 1 or another server.

[0051] The information processing system S may prohibit access to the input screen for entering requested items from the customer terminal 2. In this case, the customer terminal 2 prohibits access to the input screen by, for example, blocking access to the URI indicated by the access information transmitted by the information processing device 1. Alternatively, the information processing device 1 or other server providing the input screen may prohibit access to the input screen from the customer terminal 2 by blocking access from the customer terminal 2. This allows the information processing system S to deter users from entering personal information on the customer terminal 2, which is shared by an unspecified number of people.

[0052] The acquisition unit 133 acquires input information from the user terminal 3 using the access information acquired by the user terminal 3 from the customer service terminal 2. Figure 5 is a schematic diagram illustrating the process by which the acquisition unit 133 acquires input information.

[0053] The user enters the requested items shown on the input screen displayed using the access information on user terminal 3. The requested items include at least one of the following: payment information for the user to settle the service fee, and user information indicating the user's characteristics that the service provider requires in order to provide the service. Payment information may include, for example, a credit card number, bank account number, or payment system account information. User information may include, for example, the user's name, address, telephone number, medical history, medication history, or asset information.

[0054] The required items may include items that differ depending on the service selected by the user from one or more services, or depending on the service provider. In this case, the storage unit 12 pre-stores information associating a service ID for identifying a service with the required items required to use that service. The input screen displays the required items associated with the service ID for identifying the service selected by the user. This allows the information processing system S to accept input of required items appropriate to the service selected by the user.

[0055] The input screen may have pre-filled registration information for the user. In this case, the information processing device 1 receives a user ID from the user terminal 3 to identify the user. For example, when the reception unit 131 accepts the start operation described above, it receives the user ID that has been pre-set on the user terminal 3 from the user terminal 3. Alternatively, the reception unit 131 may accept manual input of the user ID from the user on the user terminal 3.

[0056] The acquisition unit 133 acquires pre-registered registration information from the storage unit 12 or other storage units, associated with the user ID received by the reception unit 131. The registration information includes, for example, information registered by the user when they start using the information processing system S, information entered by the user when they used the information processing system S in the past, and information registered by the user with external services such as communication services or SNS (Social Networking Service).

[0057] The acquisition unit 133 may acquire different registration information depending on the service selected by the user. In this case, the acquisition unit 133 acquires one or more registration information items that correspond to the request items associated with the service ID used to identify the service selected by the user, from among the one or more registration information items that have been pre-registered in association with the user ID of the user received by the reception unit 131. As a result, the information processing system S can acquire only the registration information related to the service selected by the user.

[0058] The transmission unit 132 sends display information to the user terminal 3 to display the input screen with the acquired registration information entered into the required fields. The user terminal 3 displays the input screen with the user's registration information entered into the required fields according to the display information displayed by the information processing device 1. As a result, the information processing system S can reduce the effort required for the user to enter the required fields on the input screen.

[0059] User terminal 3 transmits the input information entered by the user in the requested items shown on the input screen to information processing device 1. User terminal 3 transmits input information sequentially, or transmits input information in response to the user performing a predetermined completion operation.

[0060] In the information processing device 1, the acquisition unit 133 acquires the input information transmitted by the user terminal 3, associates it with the user's user ID, and stores it in the storage unit 12.

[0061] The determination unit 134 determines whether the input of the requested items has been completed by the user terminal 3. The user terminal 3 transmits completion information to the information processing device 1, indicating that the input of the requested items has been completed, in response to the user performing a predetermined completion operation (such as selecting a predetermined button). In the information processing device 1, the determination unit 134 determines, for example, that the input of the requested items has been completed by the user terminal 3 if it receives completion information from the user terminal 3, and determines that the input of the requested items has not been completed by the user terminal 3 if it does not receive completion information from the user terminal 3.

[0062] The service provision unit 135 begins providing services to the customer terminal 2, provided that the determination unit 134 determines that the input of the requested items has been completed. Figure 6 is a schematic diagram illustrating the process by which the service provision unit 135 begins providing services to the customer terminal 2.

[0063] The transmission unit 132, on the condition that the determination unit 134 determines that the input of the requested items has been completed, sends a start notification, which is information indicating that the provision of the service has begun, to the customer service terminal 2 and the provider terminal 4. The transmission unit 132 may also send a start notification to the user terminal 3.

[0064] The transmission unit 132 transmits the input information of the request items entered by the user to the provider terminal 4, provided that the determination unit 134 determines that the input of the request items has been completed. For example, the transmission unit 132 transmits the input information to the provider terminal 4 before the service provision unit 135 starts providing the service. This allows the information processing system S to present the user's input information to the provider before the service provision begins, making it easier for the provider to prepare the service to be provided to the user.

[0065] Furthermore, the transmission unit 132 may transmit input information to the provider terminal 4 after the service provision unit 135 has started providing the service. This allows the information processing system S to present the user's input information to the provider during service provision, making it easier for the provider to provide the service smoothly.

[0066] The transmission unit 132 may provide input information for different request items depending on the provider. For example, the transmission unit 132 may provide only input information for medical-related request items such as medical history or medication history to a provider of medical services, and only input information for financial-related request items such as asset information to a provider of financial services. This allows the information processing system S to provide input information relevant to the provider and not provide input information irrelevant to the provider.

[0067] The service provision unit 135 starts providing services to the customer terminal 2, provided that the determination unit 134 determines that the input of the requested items has been completed. For example, in response to the determination unit 134 determining that the input of the requested items has been completed, the service provision unit 135 issues a session ID (second identification information) to identify the service to be provided, and starts providing the service in association with the issued session ID.

[0068] If the service provided by the provider is a voice call service, the service provision unit 135 starts the voice call service by initiating the transmission and reception of voice between the customer terminal 2 and the provider terminal 4. If the service provided by the provider is a video call service, the service provision unit 135 starts the video call service by initiating the transmission and reception of voice and images between the customer terminal 2 and the provider terminal 4. If the service provided by the provider is a chat service, the service provision unit 135 starts the chat service by initiating the transmission and reception of text between the customer terminal 2 and the provider terminal 4. The service provision unit 135 may also start other services provided by the provider via the customer terminal 2 and the provider terminal 4.

[0069] As a result, the information processing system S can receive the input of the request items on the user terminal 3 owned by the user, rather than on the customer service terminal 2 which is shared by an unspecified number of people, and then provide the service to the user.

[0070] The transmission unit 132 may retransmit the access information sent to the customer terminal 2 to the customer terminal 2 in response to a predetermined operation performed by the provider on the provider terminal 4 while the provider is providing a service to the customer terminal 2. The customer terminal 2 displays the access information (code information) transmitted by the information processing device 1. The user terminal 3 uses the access information obtained from the customer terminal 2 to redisplay the input screen for entering the requested items. The user terminal 3 transmits the input information of the requested items entered on the redisplayed input screen.

[0071] In the information processing device 1, the acquisition unit 133 acquires the input information transmitted by the user terminal 3. This allows the information processing system S to accept input of the requested items again from the user at the user terminal 3 during service provision, for example, if there is a missing request item, and continue providing the service.

[0072] When the service provision unit 135 starts providing a service, the memory control unit 136 causes the storage unit 12 to store management information for managing the service provided by the service provision unit 135.

[0073] Figure 7 is a schematic diagram illustrating management information. The memory control unit 136 stores management information in the memory unit 12, which associates a reception ID (first identification information) for identifying the start operation, a session ID (second identification information) for identifying the service started by the service provision unit 135 in response to the start operation, and input information entered in response to the start operation. The input information is information entered in the user terminal 3 in accordance with the request items shown on the input screen displayed using access information. In the example shown in Figure 7, the input information includes payment information for the user to settle the service fee and user information indicating the user characteristics required by the service provider to provide the service.

[0074] This allows the information processing system S to manage and associate the services provided by the customer service terminal 2 with the input information entered by the user terminal 3.

[0075] [Sequence of information processing methods] Figure 8 is a sequence diagram of an exemplary information processing method performed by the information processing system S according to this embodiment. A customer service terminal 2 installed in a predetermined facility receives a selection of services that the user wishes to receive (S11). The user performs an operation on the customer service terminal 2 to select one of the services they wish to receive from the one or more services displayed. The customer service terminal 2 transmits operation information indicating the operation performed by the user to the information processing device 1.

[0076] In the information processing device 1, the reception unit 131 accepts the user operation indicated by the operation information transmitted by the customer terminal 2 as the start operation for receiving the service. In response to the reception unit 131 accepting the start operation, the transmission unit 132 transmits access information to the customer terminal 2 for inputting the required items to use the service (S12).

[0077] The customer service terminal 2 displays code information generated by encoding the access information transmitted by the information processing device 1 on its display unit. The code information is generated by either the information processing device 1 or the customer service terminal 2.

[0078] The user has the customer service terminal 2 read the code information displayed on it using the imaging unit of the user terminal 3. The user terminal 3 decodes the code information read using the imaging unit according to known rules and obtains the access information indicated by the code information (S13).

[0079] The user terminal 3 uses the acquired access information to display an input screen on its display unit for entering the requested items (S14). The user uses the access information to enter the requested items shown on the input screen displayed on the user terminal 3 (S15). The user terminal 3 transmits the input information entered by the user for the requested items shown on the input screen to the information processing device 1.

[0080] In the information processing device 1, the acquisition unit 133 acquires the input information transmitted by the user terminal 3 and stores it in the storage unit 12 in association with the user's user ID. The determination unit 134 determines whether or not the input of the requested items has been completed by the user terminal 3 (S16). For example, if the determination unit 134 receives completion information from the user terminal 3, it determines that the input of the requested items has been completed by the user terminal 3, and if it does not receive completion information from the user terminal 3, it determines that the input of the requested items has not been completed by the user terminal 3.

[0081] The transmission unit 132, on the condition that the determination unit 134 determines that the input of the requested items has been completed, sends a start notification, which is information indicating that the provision of the service has begun, to the customer terminal 2 and the provider terminal 4 (S17).

[0082] The transmitting unit 132 transmits the input information of the request items entered by the user to the provider terminal 4 before the service provision unit 135 starts providing the service (S18). Alternatively, the transmitting unit 132 may transmit the input information to the provider terminal 4 after the service provision unit 135 has started providing the service.

[0083] The service provision unit 135 starts providing services to the customer terminal 2 (S19) on the condition that the determination unit 134 determines that the input of the request items has been completed. The service provision unit 135 starts the call service, for example, by starting the transmission and reception of voice between the customer terminal 2 and the provider terminal 4.

[0084] [Effects of the Embodiment] According to the information processing system S of this embodiment, the information processing device 1 transmits access information to the customer service terminal 2 for inputting the required items to use the service, and a user terminal 3, which is different from the customer service terminal 2 to which the access information was transmitted, accepts input of the required items using the access information. As a result, the information processing system S enables users to receive the service without entering personal information at the customer service terminal 2, which is shared by an unspecified number of people.

[0085] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations-led Sustainable Development Goals (SDGs), "Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation."

[0086] Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of its gist. For example, all or part of the apparatus can be configured by functionally or physically distributing and integrating in any unit. Furthermore, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effects of the new embodiments resulting from the combinations are combined with the effects of the original embodiments. [Explanation of Symbols]

[0087] S Information Processing System 1. Information Processing Device 11 Communications Department 12 Storage section 13 Control Unit 131 Reception Department 132 Transmitter 133 Acquisition Department 134 Judgment section 135 Service Provision Department 136 Memory Control Unit 2 Customer service terminals 3. User terminals 4. Provider terminal

Claims

1. A customer service terminal used by a user includes a reception unit that accepts an initiation operation to select one of several predetermined services that the user wishes to receive, In response to the reception unit receiving the start operation, a transmission unit transmits access information to the customer service terminal, which includes access information for inputting the required items for using the service, and which differs depending on the service selected by the user from among the multiple services. A determination unit that determines whether the input of the requested items has been completed using a user terminal owned by the user, which is a different user terminal from the customer service terminal, A service provision unit, which, on the condition that the determination unit determines that the input of the requested items has been completed, starts providing the service to the customer service terminal, It has, The access information is acquired by the user terminal when the user terminal reads the access information displayed by the customer service terminal, and is then used by the user terminal to input the requested items. The aforementioned request items are items identified using information pre-stored in the memory unit, and include items that differ depending on the service selected by the user or the provider of the service selected by the user from among the plurality of services. Information processing device.

2. The aforementioned access information, obtained from the customer service terminal to the user terminal, is information that allows the user terminal to access the screen for inputting the requested items. The information processing apparatus according to claim 1.

3. The access information is code information generated by encoding the access information, and is acquired by the user terminal by the user terminal reading and decoding the code information displayed by the customer service terminal. The information processing apparatus according to claim 2.

4. The system further includes a storage control unit that stores in a storage unit, in association with a first identification information for identifying the start operation received by the reception unit and a second identification information for identifying the service started by the service provision unit in response to the start operation. The information processing apparatus according to any one of claims 1 to 3.

5. The storage control unit stores in the storage unit the first identification information and the input information of the request item input in response to the start operation corresponding to the first identification information, in association with each other. The information processing apparatus according to claim 4.

6. The requested item includes at least one of the following: payment information for the user to settle the fee for the service, and user information indicating the characteristics of the user that the provider requires in order to provide the service. The information processing apparatus according to any one of claims 1 to 3.

7. The transmission unit transmits the input information of the request items entered by the user to the provider terminal used by the provider of the service. The information processing apparatus according to any one of claims 1 to 3.

8. The transmitting unit provides the provider terminal with the input information for the requested items which vary depending on the provider. The information processing apparatus according to claim 7.

9. While the provider is providing the service to the customer terminal, the transmission unit retransmits the access information to the customer terminal in response to the provider performing a predetermined operation on the provider terminal. The information processing apparatus according to claim 7.

10. The reception unit receives user identification information from the user terminal to identify the user before the user terminal inputs the requested items. The transmission unit transmits to the user terminal display information to display a screen for the user terminal to input the requested items, with the user's registration information, which has been pre-registered in association with the user identification information, already entered into the requested items. The information processing apparatus according to any one of claims 1 to 3.

11. The aforementioned customer service terminal is an information terminal installed in a designated facility. The aforementioned service is a call service conducted between the customer service terminal and the provider terminal used by the provider of the aforementioned service. The information processing apparatus according to any one of claims 1 to 3.

12. The transmission unit, on the condition that the determination unit has determined that the input of the requested items has been completed, transmits information to the provider terminal used by the provider of the service indicating that the provision of the service has begun. The information processing apparatus according to any one of claims 1 to 3.

13. The processor executes A step in which a customer service terminal used by the user accepts an initiation operation to select one of several predetermined services that the user wishes to receive, In the receiving step, in response to the acceptance of the start operation, the customer service terminal is sent access information for inputting request items required to use the service, which includes information that differs depending on the service selected by the user from among the multiple services. The steps include determining whether the input of the requested items has been completed using a user terminal owned by the user, which is different from the customer service terminal, Conditional on determining in the step that the input of the requested items has been completed, the step of starting to provide the service to the customer service terminal, It has, The access information is acquired by the user terminal when the user terminal reads the access information displayed by the customer service terminal, and is then used by the user terminal to input the requested items. The aforementioned request items are items identified using information pre-stored in the memory unit, and include items that differ depending on the service selected by the user or the provider of the service selected by the user from among the plurality of services. Information processing methods.

14. In the processor, A step in which a customer service terminal used by the user accepts an initiation operation to select one of several predetermined services that the user wishes to receive, In the receiving step, in response to the acceptance of the start operation, the customer service terminal is sent access information for inputting request items required to use the service, which includes information that differs depending on the service selected by the user from among the multiple services. The steps include determining whether the input of the requested items has been completed using a user terminal owned by the user, which is different from the customer service terminal, Conditional on determining in the step that the input of the requested items has been completed, the step of starting to provide the service to the customer service terminal, Make it run, The access information is acquired by the user terminal when the user terminal reads the access information displayed by the customer service terminal, and is then used by the user terminal to input the requested items. The aforementioned request items are items identified using information pre-stored in the memory unit, and include items that differ depending on the service selected by the user or the provider of the service selected by the user from among the plurality of services. program.

Images