Operation agent system, agent terminal and storage medium thereof

Abstract

The invention discloses an operation agent system, an agent terminal and a storage medium thereof. A user who cannot operate a self-service terminal can be operated by an agent from a remote end. The operation agent system includes a first specifying unit, a second specifying unit, and a control unit. And a first specifying unit that specifies the self-service terminal that operates the proxy object on the basis of the communication information for the remote customer service. And a second specifying unit that specifies an output device associated with the self-service terminal specified as the operation proxy object. And a control unit that controls the proxy terminal to operate as a self-service terminal designated as an operation proxy object, and outputs output information generated by the operation to the output device designated by the second designation unit.

Description

[0001] This application claims priority from a Japanese application with an application date of December 25, 2023 and an application number of JP2023-218260, incorporates the content of the above application by reference, and incorporates all the disclosed content herein by reference. Technical Field

[0002] Embodiments of the present invention relate to an operation proxy system, a proxy terminal for the system, and a storage medium therefor. Background Art

[0003] In recent years, more and more enterprises have tried to achieve labor savings for staff by automating the acceptance process when entering facilities, thereby eliminating shortages of manpower and reducing labor costs. Specifically, it means setting up terminals that can be operated independently at the acceptance desk, and users of the facility operate the terminals themselves to complete the acceptance process. However, not all users are able to operate the terminals independently. Therefore, it is necessary for staff to wait in advance at the acceptance desk to cooperate with the self-service operation, which becomes an obstacle to labor savings. Summary of the Invention

[0004] In view of the above problems, the problem to be solved by the present invention is to provide an operation proxy system and a proxy terminal that can achieve labor savings by proxying the operation of users who cannot operate self-service terminals from a remote end.

[0005] In order to solve the above problems, in one embodiment, the operation proxy system includes a first specifying unit, a second specifying unit, and a control unit. The first specifying unit specifies a self-service terminal for which operation proxy is to be performed based on communication information for remote customer service. The second specifying unit specifies an output device associated with the self-service terminal specified as the operation proxy object. The control unit controls so that the proxy terminal operates as the self-service terminal specified as the operation proxy object, and outputs the output information generated by this operation to the output device specified by the second specifying unit.

[0006] According to the above operation proxy system, labor savings are achieved by proxying the operation of users who cannot operate self-service terminals from a remote end.

[0007] In the above operation proxy system, the first specifying unit specifies a self-service terminal for which operation proxy is to be performed based on communication information obtained from a terminal dedicated to remote customer service.

[0008] According to the above operation proxy system, it is possible to specify a self-service terminal using communication information from a terminal dedicated to remote customer service.

[0009] In the above operation proxy system, it further includes: an output unit that outputs an identification code for identifying the self-service terminal specified by the first specifying unit, where the proxy terminal acts as the self-service terminal identified by the identification code by inputting the identification code.

[0010] According to the above operation proxy system, by inputting the identification code, the proxy terminal can act as a self-service terminal.

[0011] In the above operation proxy system, the output device is a printer.

[0012] According to the above operation proxy system, the result of the action can be output to the printer.

[0013] In the above operation proxy system, the self-service terminal and the output device are provided in facilities of various business formats. The self-service terminal processes the acceptance business required when entering the facility. The proxy terminal is provided in a cooperation center located in a different place from the facility. The control unit makes the proxy terminal act as a self-service terminal to process the acceptance business, and outputs the data representing the acceptance ticket generated by the processing of the acceptance business as output information to the output device of the facility.

[0014] According to the above operation proxy system, the acceptance business of facilities of various business formats can be carried out through the proxy terminal in the cooperation center.

[0015] In the above operation proxy system, it further includes: an application program database that stores multiple application software for making the proxy terminal perform actions of different self-service terminals corresponding to each business format. The control unit reads the application software from the application program database and installs it on the proxy terminal. The application software is used for the proxy terminal to execute the actions of the self-service terminal designated as the operation proxy object.

[0016] According to the above operation proxy system, the proxy terminal can install the application software of self-service terminals of various business formats and act as a proxy.

[0017] In the above operation proxy system, the proxy terminal has multiple application software for performing actions of different self-service terminals corresponding to each business format. The control unit starts the application software for the proxy terminal to execute the actions of the self-service terminal designated as the operation proxy object.

[0018] According to the above operation proxy system, the frequency of installing application software on the proxy terminal can be reduced.

[0019] In the above operation proxy system, the output unit outputs a two-dimensional code as the identification code.

[0020] According to the above operation proxy system, it becomes easy to input the identification code.

[0021] Another proxy terminal of the present invention includes: an input unit for inputting an identification code for identifying a self-service terminal that is an operation proxy object specified based on communication information for remote customer service; a specifying unit for specifying an output device associated with the self-service terminal identified by the identification code input through the input unit; a receiving unit for receiving an operation input for the self-service terminal identified by the identification code; and a control unit for controlling to output output information generated according to the operation input to the output device specified by the specifying unit.

[0022] According to the above proxy terminal, by proxying the operation of users who cannot operate the self-service terminal from the remote end, labor savings can be achieved.

[0023] Another storage medium of the present invention stores a program for causing a computer of a proxy terminal to function as the following units: an input unit for inputting an identification code for identifying a self-service terminal that is an operation proxy object specified based on communication information for remote customer service; a specifying unit for specifying an output device associated with the self-service terminal identified by the identification code input through the input unit; a receiving unit for receiving an operation input for the self-service terminal identified by the identification code; and a control unit for controlling to output output information generated according to the operation input to the output device specified by the specifying unit.

[0024] According to the above storage medium, a function of proxying the operation of users who cannot operate the self-service terminal from the remote end can be provided to the computer. BRIEF DESCRIPTION OF THE DRAWINGS

[0025] Figure 1 It is a block diagram showing the overall structure of a system including an operation proxy system.

[0026] Figure 2 It is a schematic diagram showing the structure of a reference table.

[0027] Figure 3 It is a block diagram showing the main circuit structure of a collaborative terminal.

[0028] Figure 4 It is a block diagram showing the main circuit structure of a proxy terminal.

[0029] Figure 5 It is a block diagram showing the main functional structure of an operation proxy system.

[0030] Figure 6 It is a sequence diagram for explaining the operation of the first embodiment.

[0031] Figure 7 This is a screen transition diagram for explaining the operation of the first embodiment.

[0032] Figure 8 This is a flowchart showing the order of main information processing executed by the processor of the proxy terminal according to the proxy control program.

[0033] Figure 9 This is a sequence diagram for explaining the operation of the second embodiment.

[0034] Explanation of reference numerals

[0035] 10 Operation proxy system 11 Communication server 12 Proxy server 13 Proxy-side cooperation terminal 14 Proxy terminal 15 Narrowband network 20 Reception system 21 Communication server 22 Self-service terminal 23 Facility-side cooperation terminal 24 Printer 25 Narrowband network 30 Broadband network 41 Application program database 42 Enterprise-specific member database 43 Reference table 71 First designation unit 72 Output unit 73 Input unit 74 Second designation unit 75 Reception unit 76 Control unit. Detailed implementation manners

[0036] Next, embodiments of the operation proxy system will be described with reference to the drawings. The operation proxy system can achieve labor savings by proxying the operation of users who cannot operate self-service terminals from a remote end.

[0037] This embodiment illustrates an operation proxy system 10 that can proxy the operation of users of facilities in various business formats such as karaoke shops, rental venues, and fitness clubs from a remote location to a self-service terminal. The self-service terminal includes a POS (Point Of Sales) terminal.

[0038] <First Embodiment>

[0039] [Explanation of the overall system structure]

[0040] Figure 1 This is a block diagram showing the overall structure of the system including the operation proxy system 10. This system is composed of the operation proxy system 10 and multiple reception systems 20. Each reception system 20 is constructed corresponding to each facility of the above various business formats. For example, reception system A is constructed at the reception desk of a karaoke shop, and reception system B is constructed at the reception desk of a fitness club. The reception desk is generally an unmanned reception desk without staff. The operation proxy system 10 is constructed in a cooperation center independently set up from each facility. That is, the cooperation center is located in a different place from each facility and has a proxy terminal as described later. The cooperation center cooperates with each facility centrally. The cooperation center is a place where customer service personnel who cooperate with users of each facility from a remote end to conduct reception operations and the like are stationed.

[0041] The acceptance system 20 includes a communication server 21, a self-service terminal 22, a facility-side cooperation terminal 23, and a printer 24. The acceptance system 20 connects the communication server 21 with the self-service terminal 22, the device-side cooperation terminal 23, and the printer 24 through a narrowband network 25 such as a LAN (Local Area Network), and data communication can be performed between them. The narrowband network 25 can be either wired or wireless.

[0042] The communication server 21 is connected to a broadband network 30 such as the Internet. The communication server 21 relays the data communication performed between the acceptance system 20 and the operation agent system 10 via the broadband network 30.

[0043] The self-service terminal 22 and the printer 24 (output device) are installed in facilities of various business formats, and the self-service terminal 22 processes the acceptance services required when entering the facility.

[0044] The self-service terminal 22 is equipped with a printer. The printer of the self-service terminal 22 and the printer 24 are separately installed.

[0045] The self-service terminal 22 is a terminal that processes the acceptance services required when the user enters the facility by the self-operation of the user of facilities such as karaoke shops, rental venues, and fitness clubs. When entering, for example, a karaoke shop, it accepts the input of the member ID, the number of users, the selection of a karaoke package (usage time, all-you-can-drink, etc.). Therefore, the self-service terminal 22 of the karaoke shop sequentially displays screens for accepting the input of the member ID, the input of the number of users, the selection of a karaoke package (usage time, all-you-can-drink, etc.) based on the self-operation of the user. Then, the self-service terminal 22 obtains the information input via each screen, and when it has completed obtaining all the information required for the acceptance service, it prints an acceptance receipt through the printer. The acceptance receipt prints the information input during the acceptance service and is used for the user to settle the usage fee when ending the use of the facility. The acceptance receipt is printed by the printer of the self-service terminal 22 or the printer 24.

[0046] The self-service terminal 22 of business formats other than karaoke shops is the same. That is, the self-service terminal 22 is an information processing terminal that has the function of switching screens through the self-operation of the user, obtaining the information required in the acceptance service when the user enters the facility, and printing an acceptance receipt as needed. In addition, the self-service terminal 22 can also have the function of processing the settlement service of the usage fee.

[0047] The facility-side cooperation terminal 23 is a communication terminal for users who cannot operate the self-service terminal 22 to receive remote-based cooperation. The facility-side cooperation terminal 23 can perform data communication including calls with the agent-side cooperation terminal 13 assembled in the operation agency system 10. Users who cannot operate the self-service terminal 22 can communicate with the customer service staff in the cooperation center through the facility-side cooperation terminal 23 to receive cooperation for acceptance services or settlement services. In particular, users can receive operation agency cooperation for acceptance services, where the customer service staff operates the agent terminal 14 set in the cooperation center and acts as an agent for input to the self-service terminal 22. In addition, the so-called inability to operate the self-service terminal 22 includes not only the case of inability to operate due to physical reasons, but also cases such as difficult operation or delay in operation due to misunderstanding of the information to be input.

[0048] The printer 24 is an output device for printing acceptance receipts and the like issued to users who have received operation agency cooperation. The printer 24 is a single printer independently set from the printer configured in the self-service terminal 22. A ticket printer, a label printer, a multifunctional device, etc. can be used as the printer 24.

[0049] In addition, the self-service terminal 22, the facility-side cooperation terminal 23, and the printer 24 are considered to be configured on the counter at the acceptance office of the facility. In this case, since the printer 24 prints acceptance receipts and the like issued to users who have received cooperation via the facility cooperation terminal 23, it is preferably configured near the facility-side cooperation terminal 23. In addition, in Figure 1 one, one self-service terminal 22, one facility-side cooperation terminal 23, and one printer 24 are shown respectively, but there can also be two or more. For example, it can be configured with multiple self-service terminals 22, one facility-side cooperation terminal 23, and one printer 24, or multiple self-service terminals 22, multiple facility-side cooperation terminals 23, and one printer 24. In the latter case, multiple facility-side cooperation terminals 23 share the printer 24.

[0050] The operation agency system 10 includes a communication server 11, an agency server 12, an agent-side cooperation terminal 13, and an agent terminal 14. The operation agency system 10 connects the communication server 11, the agency server 12, the agent-side cooperation terminal 13, and the agent terminal 14 through a narrowband network 15 such as a LAN, so that data communication can be performed between them. The narrowband network 15 can be either wired or wireless.

[0051] The communication server 11 is connected to a broadband network 30 such as the Internet. The communication server 11 relays data communication performed between the operation agency system 10 and each acceptance system 20 via the broadband network 30.

[0052] The proxy server 12 is a central computer that operates the proxy operating system 10 and provides necessary services to the proxy-side cooperation terminal 13 and the proxy terminal 14. The proxy server 12 can provide services either in a local environment or in a cloud computing environment.

[0053] The proxy-side cooperation terminal 13 is a communication terminal for a customer service person to remotely cooperate with users who cannot operate the self-service terminal 22. The proxy-side cooperation terminal 13 can perform data communication including calls with the facility-side cooperation terminal 23 respectively assembled in each acceptance system 20.

[0054] The proxy terminal 14 is an information processing terminal that can function as the self-service terminal 22 respectively assembled in each acceptance system 20. The proxy terminal 14 includes devices required when used as the self-service terminal 22, such as a keyboard, a touch panel, a display, etc. For example, a general-purpose personal computer, a tablet terminal, etc. can be used as the proxy terminal 14.

[0055] In the operation proxy system 10 of the related configuration, the proxy server 12 includes an application database 41, an enterprise-specific member database 42, and a reference table 43 to provide necessary services to the proxy-side cooperation terminal 13 and the proxy terminal 14.

[0056] The application database 41 is a collection of application software required for the proxy terminal 14 to function the same as the self-service terminal 22. In this embodiment, one proxy terminal 14 functions as the self-service terminal 22 assembled in the acceptance systems 20 of different business formats. That is, relative to the facilities set in various business formats, there is one proxy terminal 14. If the business format is different, the application software installed on the self-service terminal 22 will also be different. The application database 41 centrally stores the application software of different self-service terminals 22 in each business format. That is, the application software database 41 stores multiple application software to enable the proxy terminal 14 to perform the actions of different self-service terminals 22 in each business format. Different actions in each business format are executed through the application software. Processes such as different acceptance services in each business format. Hereinafter, the application software installed on the self-service terminal 22 is called the self-service terminal application program. The application software managed by the application database 41 is called the proxy application program.

[0057] The enterprise-specific membership database 42 is a collection of membership databases separately constituted by enterprises corresponding to the facilities operating various business formats. The membership database stores membership data, which is membership data created for each member who has registered as a member with an enterprise. The membership data consists of items such as member ID, name, gender, age, membership registration date, and membership validity period. The member ID is unique identification information assigned to each member. The name, gender, age, membership registration date, membership validity period, etc. are the unique information of the member identified by the corresponding member ID. Users of the facilities can become members by registering as members with the enterprise operating the facilities. When a member enters the facility, they input their member ID via the self-service terminal 22, thereby being able to receive services such as discounts from the enterprise.

[0058] As Figure 2 shown, the reference table 43 has a column Ca for terminal ID, a column Cb for enterprise ID, a column Cc for facility ID, a column Cd for agent ID, a column Ce for application ID, and a column Cf for printer ID. The terminal ID is the identification information of the facility-side collaboration terminal 23. A unique terminal ID is set for each facility-side collaboration terminal 23. Hereinafter, this terminal ID is referred to as the collaboration terminal ID. In column Ca, the collaboration terminal IDs of the facility-side collaboration terminals 23 respectively assembled in each acceptance system 20 are sequentially recorded.

[0059] In addition, a unique terminal ID is set for the self-service terminal 22 of each facility. Hereinafter, this terminal ID is referred to as the self-service terminal ID. The collaboration terminal ID and the self-service terminal ID do not repeat. The collaboration terminal ID and the self-service terminal ID are identification information that can uniquely distinguish terminals operating in a designated store of a designated enterprise in this operation agency system. The collaboration terminal ID and the self-service terminal ID can be composed of a combination of enterprise ID, facility ID, and terminal ID indicating a terminal within the store, or can be information that can be uniquely identified without including enterprise ID and facility ID. In this embodiment, the collaboration terminal ID and the self-service terminal ID are described as information that can uniquely identify without including enterprise ID and facility ID.

[0060] The enterprise ID is the identification information of the enterprise operating the facility. A unique enterprise ID is set for each enterprise. In column Cb, the enterprise ID of the enterprise is recorded, and this enterprise operates the facility of the acceptance system 20 in which the facility-side collaboration terminal 23 with the collaboration terminal ID recorded in column Ca is assembled.

[0061] The facility ID is the identification information of the facility in which the acceptance system 20 is constructed. A unique facility ID is set for each facility. In column Cc, the facility ID of the facility in which the acceptance system 20 is constructed is recorded, and this acceptance system 20 is assembled with the facility-side collaboration terminal 23 with the collaboration terminal ID recorded in column Ca.

[0062] The proxy ID is an arbitrary ID set for the proxy terminal 14. In the facility specified by the enterprise ID and the facility ID, a self-service terminal 22 and a facility-side cooperation terminal 23 are pre-set, and unique IDs, namely the self-service terminal ID and the cooperation terminal ID, are set respectively. An ID that is not used in these self-service terminal IDs or cooperation terminal IDs is used as the proxy ID. The proxy ID is the terminal ID set when the proxy terminal 14 acts as the self-service terminal 22 of this facility. In other words, the proxy ID is the terminal ID used when acting as a self-service terminal (a self-service terminal located at a remote end) that is not set in the store specified by the enterprise ID and the facility ID. In this operation proxy system, it acts as a self-service terminal at the remote end of the specified store of the specified enterprise, so the proxy ID is the uniquely distinguishable identification information. The proxy ID can either be composed of the enterprise ID, the facility ID, and the terminal ID indicating the terminal at the remote end, or be information that can uniquely identify without including the enterprise ID and the facility ID.

[0063] The application ID is the identification information of the proxy application saved in the application database. A unique application ID is set for each proxy application. In column Ce, the application ID of the proxy application that is the same as the self-service terminal application installed in the facility-side cooperation terminal 23 with the cooperation terminal ID recorded in column Ca is recorded.

[0064] The printer ID is the identification information of the printer 24. A unique printer ID is set for the printer 24 equipped in each acceptance system 20. In column Cf, the printer ID of the printer 24 is recorded, and the printer 24 is included in the acceptance system 20 of the facility-side cooperation terminal 23 in which the cooperation terminal ID recorded in column Ca is assembled.

[0065] [Description of the Composition of the Cooperation Terminal]

[0066] Figure 3 It is a block diagram showing the main circuit structures of the proxy-side cooperation terminal 13 and the facility-side cooperation terminal 23. The proxy-side cooperation terminal 13 and the facility-side cooperation terminal 23 have the same structure. Therefore, in Figure 3 it is described as the cooperation terminals 13 and 23.

[0067] The cooperation terminals 13 and 23 include a processor 51, a main memory 52, an auxiliary storage device 53, a communication unit 54, a touch panel 55, a scanner 56, a camera unit 57, an audio circuit 58, and a system transmission line 59, etc. The system transmission line 59 includes an address bus, a data bus, control signal lines, etc. The system transmission line 59 connects the processor 51 and other parts and transmits the data signals exchanged between them.

[0068] The cooperative terminals 13 and 23 form a computer by connecting a processor 51 to a main memory 52, an auxiliary storage device 53, and a communication unit 54 via a system transmission line 59. Then, the cooperative terminals 13 and 23 are formed by connecting devices such as a touch panel 55, a scanner 56, a imaging unit 57, and an audio circuit 58 to this computer.

[0069] The processor 51 corresponds to the central part of the above computer. The processor 51 controls each part according to an operating system or an application program to implement various functions as the cooperative terminals 13 and 23. The processor 51 is, for example, a CPU (Central Processing Unit).

[0070] The main memory 52 corresponds to the main storage part of the above computer. The main memory 52 includes a non-volatile storage area and a volatile storage area. The main memory 52 stores an operating system or an application program in the non-volatile storage area. The main memory 52 can store data required for the processor 51 to execute processing for controlling each part in the non-volatile storage area or the volatile storage area. The main memory 52 uses the volatile storage area as a work area where data can be appropriately rewritten by the processor 51. The non-volatile storage area is, for example, a ROM (Read Only Memory). The volatile storage area is, for example, a RAM (Random Access Memory).

[0071] The auxiliary storage device 53 corresponds to the auxiliary storage part of the above computer. For example, the auxiliary storage device 53 can be, for example, an EEPROM (registered trademark) (Electric Erasable Programmable Read-Only Memory), an HDD (Hard Disk Drive), or an SSD (Solid State Drive), etc. The auxiliary storage device 53 stores data used by the processor 51 in various processes, data created by the processing of the processor 51, etc. The auxiliary storage device 53 can also store the above application program.

[0072] The communication unit 54 is an interface for data communication with other devices connected via the narrowband network 15 or the narrowband network 25. That is, the communication unit 54 of the proxy-side cooperative terminal 13 can perform data communication with a communication server 11, a proxy server 12, and a proxy terminal 14 connected via the narrowband network 15. The communication unit 54 of the facility-side cooperative terminal 23 can perform data communication with a communication server 21, a self-service terminal 22, and a printer 24 connected via the narrowband network 25.

[0073] The touch panel 55 functions as an input device and a display device of the cooperation terminal 13 and the cooperation terminal 23. The touch panel 55 displays, under the control of the processor 51, the screens required for the cooperation terminal 13 and the cooperation terminal 23. Then, the touch panel 55 detects an operation of touching the screen and outputs a signal indicating the touch position to the processor 51.

[0074] The scanner 56 scans and reads machine-readable codes such as barcodes and two-dimensional codes. For example, when a user who is a member starts a member-specific application installed on a smart phone, a barcode or a two-dimensional code indicating the member ID is displayed on the screen of the smart phone. The scanner 56 can read the barcode or the two-dimensional code displayed on the screen of the smart phone.

[0075] The imaging unit 57 includes a camera and is used to capture an image obtained through the lens of the camera. Specifically, the imaging unit 57 captures a person standing in front of the cooperation terminals 13 and 23. Specifically, the imaging unit 57 of the proxy-side cooperation terminal 13 captures the customer service representative who is the operator of the proxy-side cooperation terminal 13. The imaging unit 57 of the facility-side cooperation terminal 23 captures the user who receives remote cooperation because they cannot operate the self-service terminal 22. The image of the customer service representative captured by the imaging unit 57 of the proxy-side cooperation terminal 13 is displayed on the touch panel 55 of the facility-side cooperation terminal 23 that is in a communication connection state with the proxy-side cooperation terminal 13. Similarly, the image of the user captured by the imaging unit 57 of the facility-side cooperation terminal 23 is displayed on the touch panel 55 of the proxy-side cooperation terminal 13 that is in a communication connection state with the facility-side cooperation terminal 23.

[0076] The audio circuit 58 is connected to a speaker 581 that functions as an audio output unit and a microphone 582 that functions as an audio input unit. The audio circuit 58 converts the audio data input via the communication unit 54 into audio and outputs it from the speaker 581. The audio circuit 58 converts the audio obtained via the microphone 582 into audio data and outputs it to the communication unit 54. Through the operation of the audio circuit 58, the customer service representative who is the operator of the proxy-side cooperation terminal 13 can talk to the user who is the operator of the facility-side cooperation terminal 23 that is in a communication connection state with the proxy-side cooperation terminal 13.

[0077] [Description of the Structure of the Proxy Terminal]

[0078] Figure 4It is a block diagram showing the main circuit structure of the proxy terminal 14. The proxy terminal 14 includes a processor 61, a main memory 62, an auxiliary storage device 63, a communication unit 64, a keyboard 65, a touch panel 66, a scanner 67, a system transmission line 68, etc. The system transmission line 68 includes an address bus, a data bus, control signal lines, etc. The system transmission line 68 connects the processor 61 and other components and transmits the data signals exchanged between them.

[0079] The proxy terminal 14 is configured as a computer by connecting the processor 61 to the main memory 62, the auxiliary storage device 63, and the communication unit 64 via the system transmission line 68. Then, devices such as the keyboard 65, the touch panel 66, and the scanner 67 are connected to this computer to form the proxy terminal 14. In addition, the devices included in the proxy terminal 14 are not limited to the keyboard 65, the touch panel 66, and the scanner 67. The proxy terminal 14 may also include devices required for operating as the self-service terminal 22.

[0080] The processor 61 corresponds to the central part of the above-mentioned computer. The processor 61 controls each component according to the operating system or application program to implement various functions as the proxy terminal 14. The processor 61 is, for example, a CPU. The processor 61 is a multi-core processor that includes multiple processors and can execute multiple processes in parallel.

[0081] The main memory 62 corresponds to the main storage part of the above-mentioned computer. The main memory 62 includes a non-volatile storage area and a volatile storage area. The main memory 62 stores the operating system or application program in the non-volatile storage area. The main memory 62 can store the data required by the processor 61 in the execution of the processes for controlling each component in the non-volatile storage area or the volatile storage area. The main memory 62 uses the volatile storage area as a work area where the data can be appropriately rewritten by the processor 61. The non-volatile storage area is, for example, a ROM. The volatile storage area is, for example, a RAM.

[0082] The auxiliary storage device 63 corresponds to the auxiliary storage part of the above-mentioned computer. For example, the auxiliary storage device 63 can be an EEPROM, an HDD, an SSD, etc. The auxiliary storage device 63 stores the data used by the processor 61 in various processes, the data created by the processing of the processor 61, etc. The auxiliary storage device 63 can also store the above-mentioned application program.

[0083] The communication unit 64 is an interface for data communication with other devices connected via the narrowband network 15, that is, the communication server 11, the proxy server 12, and the proxy-side cooperation terminal 13.

[0084] The proxy terminal 14 of the related structure operates as a terminal having the same functions as the self-service terminal 22 installed with a self-service terminal application equivalent to the proxy application by installing an arbitrary proxy application stored in the application database 41 into the main memory 52 or the auxiliary storage device 53.

[0085] [Function description of the operation proxy system]

[0086] Figure 5 It is a block diagram showing the main functional structure of the operation proxy system 10. As shown in the figure, the operation proxy system 10 has functions as a first specifying unit 71, an output unit 72, an input unit 73, a second specifying unit 74, an acceptance unit 75, and a control unit 76. These functions can be individually implemented by the proxy server 12, the proxy-side cooperation terminal 13, or the proxy terminal 14, or can be implemented by the cooperation of two or more devices.

[0087] The first specifying unit 71 is a function of specifying the self-service terminal 22 that is the operation proxy object based on the communication information for remote customer service. The communication information for remote customer service is information transmitted and received between the facility-side cooperation terminal 23 (a terminal dedicated to remote customer service) assembled in the acceptance system 20 including the self-service terminal 22 that is the operation proxy object and the proxy-side cooperation terminal 13 of the operation proxy system 10. This information includes the cooperation terminal ID of the facility-side cooperation terminal 23. The first specifying unit 71 refers to the reference table 43 using the cooperation terminal ID of the facility-side cooperation terminal 23, obtains the enterprise ID and the facility ID associated with the cooperation terminal ID, and specifies the self-service terminal 22 assembled in the acceptance system 20 of the facility identified by the enterprise ID and the facility ID as the self-service terminal 22 that is the operation proxy object. In this way, the first specifying unit 71 is implemented through the cooperation between the proxy server 12 and the proxy-side cooperation terminal 13.

[0088] The output unit 72 is a function of outputting the identification code of the self-service terminal 22 specified by the first specifying unit 71. The self-service terminal 22 assembled in an acceptance system 20 is a model dedicated to the acceptance service of the facilities for constructing the acceptance system 20. Therefore, the output unit 72 outputs a two-dimensional code including the enterprise ID, facility ID, and agency ID of the acceptance system 20 as the identification code of the self-service terminal 22, and the acceptance system 20 is configured with a self-service terminal 22 specified as an operation agency object based on the cooperation terminal ID obtained from the communication information for remote customer service. For example, the output unit 72 displays and outputs a two-dimensional code including the enterprise ID, facility ID, and agency ID on the touch panel 55 of the agency-side cooperation terminal 13. In this way, the output unit 72 is implemented through the cooperation of the proxy server 12 and the agency-side cooperation terminal 13. In addition, the output unit 72 can also print the above two-dimensional code on a printing medium through the printer equipped in the operation agency system 10 and output it. Alternatively, the enterprise ID, facility ID, and agency ID included in the above two-dimensional code can be output through communication.

[0089] The input unit 73 is a function of inputting an identification code for identifying the self-service terminal 22 that is the operation agency object specified by the first specifying unit 71 based on the communication information for remote customer service. As described above, the identification code for identifying the self-service terminal 22 that is the operation agency object is displayed as a two-dimensional code on the touch panel 55 of the agency-side cooperation terminal 13. The input unit 73 inputs the identification code of the self-service terminal 22 by scanning and reading the two-dimensional code displayed on the touch panel 55 using the scanner 67 of the proxy terminal 14. The input unit 73 can input the identification code of the self-service terminal 22 by scanning and reading the two-dimensional code printed on the printing medium using the scanner 67 of the proxy terminal 14. The input unit 73 can input, by data communication via the narrowband network 15, the data of the two-dimensional code output from the agency-side cooperation terminal 13, that is, the enterprise ID, facility ID, and agency ID, by the proxy terminal 14. In this way, the input unit 73 is implemented independently by the proxy terminal 14.

[0090] The second specifying unit 74 is a function of specifying an output device associated with the self-service terminal 22 specified as the operation agency object. The printer 24 included in the acceptance system 20 is an output device associated with the self-service terminal 22 assembled in the acceptance system 20. The second specifying unit 74 uses the cooperation terminal ID of the device-side cooperation terminal 23 included in the identification code input via the input unit 73 to refer to the reference table 43 and obtains the printer ID associated with this cooperation terminal ID. Then, the second specifying unit 74 specifies the printer 24 identified by this printer ID as the output device associated with the self-service terminal 22. In this way, the second specifying unit is implemented through the cooperation among the self-service terminal 22 specified as the operation agency object, the proxy server 12, and the proxy terminal 14.

[0091] The receiving unit 75 is a function in the proxy terminal 14 that accepts operation inputs for the self-service terminal 22. The self-service terminal 22 is the self-service terminal 22 designated as the operation proxy object, i.e., the self-service terminal 22 identified by the identification code input via the input unit 73. The proxy terminal 14 installed with the proxy application functions as the self-service terminal 22 installed with the self-service terminal application equivalent to this proxy application. The self-service terminal 22 installed with the self-service terminal application equivalent to this proxy application is the self-service terminal 22 designated as the operation proxy object. The receiving unit 75 accepts operation inputs for the self-service terminal 22 via the keyboard 65 or touch panel 66 of the proxy terminal 14 installed with the proxy application. In this way, the receiving unit 75 is implemented independently by the proxy terminal 14.

[0092] The control unit 76 is a control function that controls the proxy terminal 14 to act as the self-service terminal 22 designated as the operation proxy object, and outputs the output information generated by this action to the output device designated by the second specifying unit 74. The control unit 76 uses the cooperation terminal ID of the facility-side cooperation terminal 23 included in the identification code input via the input unit 73 to refer to the reference table 43, and obtains the application ID associated with this cooperation terminal ID. Then, the control unit 76 reads out the proxy application identified by this application ID from the application database 41 and installs it in the proxy terminal 14. That is, the proxy application (application software) for executing the actions of the self-service terminal 22 designated as the operation proxy object (such as the processing of accepting services) by the proxy terminal 14 is read from the application database 41 and installed in the proxy terminal 14. In this way, the proxy terminal 14 acts as the self-service terminal 22 installed with the self-service terminal application equivalent to the proxy application, i.e., the self-service terminal 22 that is the operation proxy object. Specifically, the control unit 76 causes the proxy terminal 14 to act as the self-service terminal 22 according to the operation input received via the receiving unit 75 of the proxy terminal 14. The actions executed by the proxy terminal 14 as the self-service terminal 22 are, for example, the processing of accepting services. Then, the control unit 76 outputs the output information generated by this action to the output device designated by the second specifying unit 74. The output information is, for example, print data. The control unit 76 outputs the print data to the printer 24 designated by the second specifying unit 74 provided in a certain facility. The print data (output information) is, for example, data representing the acceptance ticket generated by the processing of accepting services. In this way, the control unit 76 is implemented through the cooperation between the proxy server 12 and the proxy terminal 14.

[0093] [Description of the actions of the first embodiment]

[0094] Next, the main actions of this embodiment will be described. First, the Figure 6 sequence diagram in Figure 7The screen transition diagram in [description] illustrates the interaction between the facility-side collaboration terminal 23 included in an acceptance system 20 and the agent-side collaboration terminal 13 included in the operation agent system 10. Additionally, since the operations of the device-side collaboration terminal 23 and the agent-side collaboration terminal 13 included in other acceptance systems 20 are the same as the following description, the description is omitted here.

[0095] (Actions of the Collaboration Terminal)

[0096] As Figure 6 shown, in the default state without receiving an operation, as ACT11, the device-side collaboration terminal 23 uses the screen of the touch panel 55 as the acceptance initial screen 81 (refer to Figure 7 ). The acceptance initial screen 81 is a screen that displays the collaboration button Ba together with an operation guide for users who cannot operate the self-service terminal 22 to accept remote collaboration. The collaboration button Ba is an operation control for commissioning remote collaboration. As ACT12, the device-side collaboration terminal 23 waits for the collaboration button Ba to be touched and operated.

[0097] On the other hand, in the default state without receiving an operation, as ACT21, the agent-side collaboration terminal 13 uses the screen of the touch panel 55 as the agent initial screen. The agent initial screen can be any screen. A screen that does not display any information, etc., can be used as the agent initial screen.

[0098] The user who cannot operate the self-service terminal 22 moves in front of the facility-side collaboration terminal 23. Then, the user touches the collaboration button Ba on the acceptance initial screen 81. When the collaboration button Ba is touched, the device-side collaboration terminal 23 sends a signal of a collaboration request event to the agent-side collaboration terminal 13. The collaboration request event signal is output from the facility-side collaboration terminal 23 to the narrowband network 25 of the acceptance system 20, and is sent to the agent-side collaboration terminal 13 via the communication server 21, broadband network 30, communication server 11, and narrowband network 15 of the operation agent system 10.

[0099] As ACT22, the agent-side collaboration terminal 13 that receives the signal of the collaboration request event uses the screen of the touch panel 55 as the notification screen 91 (refer to Figure 7 ). The notification screen 91 is a screen that displays the acceptance button Bb together with a guide to notify the customer service staff of a collaboration request from the user. The acceptance button Bb is an operation control for the customer service staff to indicate acceptance of the collaboration. As ACT23, the agent-side collaboration terminal 13 waits for the operation of touching the acceptance button Bb.

[0100] After the customer service person in charge confirms the notification screen 91, they touch the accept button Bb. When the accept button Bb is touched, the agent-side cooperation terminal 13 sends a signal of an acceptance response event to the facility-side cooperation terminal 23 that is the source of the cooperation request event. The signal of the acceptance response event is output from the agent-side cooperation terminal 13 to the narrowband network 15 of the operation agent system 10, and is sent to the facility-side cooperation terminal 23 that has input the cooperation button Ba via the communication server 11, the broadband network 30, the communication server 21, and the narrowband network 25 of the acceptance system 20.

[0101] The facility-side cooperation terminal 23 that has received the signal of the acceptance response event outputs a signal of the cooperation terminal ID set for this facility cooperation terminal 23 to the agent-side cooperation terminal 13. The cooperation terminal ID is the unique ID of this facility-side cooperation terminal. In addition, as ACT13, the facility-side cooperation terminal 23 takes the screen of the touch panel 55 as the member confirmation screen 82 (refer to Figure 7 ). The member confirmation screen 82 is a screen that displays the non-member button Bc and the operation guide for users who are members or non-members.

[0102] In the case where a user who is a member has confirmed the member confirmation screen 82, the member ID displayed on, for example, a smartphone is scanned with the scanner 56 of the facility-side cooperation terminal 23. In the case where a user who is a non-member has confirmed the member confirmation screen 82, the non-member button Bc is touched. Additionally, in the case where the member ID is stored on a membership card, the data of the membership card can be read by a card reader (not shown), and the member ID is input to the facility-side cooperation terminal 23.

[0103] As ACT14, the facility-side cooperation terminal 23 on which the member confirmation screen 82 is displayed waits for the acceptance of the input of the member ID or the input of the non-member button Bc. Here, when the member ID is input, the device-side cooperation terminal 23 outputs a signal representing this member ID to the agent-side cooperation terminal 13. When the non-member button Bc is input, the facility-side cooperation terminal 23 outputs a signal representing that the non-member button Bc has been input to the agent-side cooperation terminal 13.

[0104] In addition, the signal of the cooperation terminal ID output from the facility-side cooperation terminal 23 to the agent-side cooperation terminal 13 is sent to the agent-side cooperation terminal 13 in the order of passing through the narrowband network 25, the communication server 21, the broadband network 30, the communication server 11, and the narrowband network 15 of the operation agent system 10. As ACT24, the agent-side cooperation terminal 13 that has received the signal of this cooperation terminal ID takes the screen of the touch panel 55 as the code screen 92 (refer to Figure 7 ).

[0105] The code screen 92 is a screen that displays the QR code Co and the customer service start button Bd. The QR code Co represents the enterprise ID, facility ID, and agent ID in the form of a QR code. That is, the agent-side cooperation terminal 13 provides the cooperation terminal ID obtained from the facility-side cooperation terminal 23 to the agent server 12 and inquiries about the enterprise ID, facility ID, and agent ID. The agent server 12 refers to the reference table 43 and obtains the enterprise ID, facility ID, and agent ID stored in association with the provided cooperation terminal ID. Then, the agent server 12 sends the obtained enterprise ID, facility ID, and agent ID to the agent-side cooperation terminal 13. The agent-side cooperation terminal 13 uses the enterprise ID, facility ID, and agent ID received from the agent server 12 to create the QR code Co. The agent-side cooperation terminal 13 displays the code screen 92 configured with the QR code Co and the customer service start button Bd. The customer service start button Bd is an operation control for indicating the start of cooperation based on customer service. However, at the current time point, the customer service start button Bd is grayed out and the input is invalid, and touch operations cannot be performed.

[0106] In addition, the facility cooperation terminal 23 that receives the signal of the acceptance response event not only outputs the cooperation terminal ID set for the facility-side cooperation terminal 23 to the agent-side cooperation terminal 13, but also outputs a signal including the enterprise ID and facility ID of the facility. In addition, in this case, the agent-side cooperation terminal 13 can provide the cooperation terminal ID, enterprise ID, and facility ID obtained from the facility cooperation terminal 23 to the agent server 12 and inquire about the agent ID. In addition, the agent-side cooperation terminal 13 can store a table identical to the reference table 43 in its own storage unit, and the agent-side cooperation terminal 13 can refer to the table stored in itself to obtain the agent ID instead of inquiring about the agent ID from the agent server.

[0107] The agent-side cooperation terminal 13 with the touch panel 55 screen as the code screen 92 waits to receive a signal indicating the member ID or a signal indicating that the non-member button Bc has been input. As described above, a signal indicating the member ID or a signal indicating that the non-member button Bc has been input is output from the facility-side cooperation terminal 23. Then, the signal is sent to the agent-side cooperation terminal 13 in the order of the narrowband network 25, communication server 21, broadband network 30, communication server 11, and narrowband network 15 of the operation agent system 10.

[0108] When the agent-side cooperation terminal 13 receives a signal indicating a member ID or a signal indicating that the non-member button Bc has been input, as ACT25, it displays member information on the code screen 92. That is, in the case where a signal indicating a member ID has been received, the agent-side cooperation terminal 13 provides the member ID and the enterprise ID obtained from the agent server 12 to the agent server 12. The agent server 12 retrieves the enterprise-specific member database 42 specified by the enterprise ID and obtains member data containing the member ID. The agent server 12 sends the member data to the agent-side cooperation terminal 13. The agent-side cooperation terminal 13 displays the name, gender, age, etc. included in the member data as member information in an area that does not overlap with the QR code Co and the customer service start button Bd of the code screen 92. In this way, the customer service person in charge can learn the name, gender, age, etc. of the user who requests cooperation from the member information on the code screen 92.

[0109] On the other hand, in the case where a signal indicating that the non-member button Bc has been input is received, the agent-side cooperation terminal 13 uses a wizard indicating that the user is a non-member as member information and displays it in an area that does not overlap with the QR code Co and the customer service start button Bd of the code screen 92. In this way, the customer service person in charge can learn from the member information on the code screen 92 that the user who requests cooperation is a non-member.

[0110] The agent-side cooperation terminal 13 that displays member information on a part of the code screen 92 releases the grayscale display of the customer service start button Bd and makes the input of the customer service start button Bd valid. Then, as ACT26, the agent-side cooperation terminal 13 waits for the customer service start button Bd to be touched.

[0111] After confirming the member information, the customer service person in charge touches the customer service start button Bd. When the customer service start button Bd is touched, the agent-side cooperation terminal 13 sends a signal for starting a response event to the facility-side cooperation terminal 23. The signal for starting a response event is sent to the facility-side cooperation terminal 23 that has input the cooperation button Ba in the order of passing through the narrowband network 15, the communication server 11, the broadband network 30, the communication server 21, and the narrowband network 25 of the acceptance system 20.

[0112] As ACT15, the facility cooperation terminal 23 that receives the signal for starting a response event uses the screen of the touch panel 55 as the facility-side customer service screen 83 (see Figure 7 ). The facility-side customer service screen 83 is a screen that displays an image captured by the imaging unit 57 of the agent-side cooperation terminal 13, that is, the facial image Pa of the customer service person in charge.

[0113] Similarly, as ACT27, the agent-side cooperation terminal 13 that has sent the signal for starting a response event uses the screen of the touch panel 55 as the agent-side customer service screen 93 (see Figure 7)。The agent-side customer service screen 93 is a screen that displays an image captured by the imaging unit 57 of the facility-side cooperation terminal 23, that is, the face image Pb of the user. In addition, the representative-side customer service screen 93 displays a customer service end button Be. The customer service end button Be is an operation control for instructing the end of cooperation based on customer service.

[0114] In this way, the customer service staff who is the operator of the agent-side cooperation terminal 13 can conduct customer service by talking with the user who touches the cooperation button Ba of the facility-side cooperation terminal 23. Through such customer service, the customer service staff cooperates with the user who cannot operate the self-service terminal 22. Specifically, the customer service staff uses the agent terminal 14 to proxy-operate the self-service terminal 22. The actions when the customer service staff performs proxy operation will be described later.

[0115] The customer service staff who has ended the cooperation touches the customer service end button Be. As ACT28, the agent-side cooperation terminal 13 that displays the agent-side customer service screen 93 waits to receive the input of the customer service end button Be. Then, when the customer service end button Be is input, the agent-side cooperation terminal 13 sends a signal of the end response event to the facility-side cooperation terminal 23. The signal of the end response event is sent to the facility-side cooperation terminal 23 that has input the cooperation button Ba in the order of passing through the narrowband network 15, the communication server 11, the broadband network 30, the communication server 21, and the narrowband network 25 of the acceptance system 20.

[0116] As ACT16, the device-side cooperation terminal 23 that receives the signal of the end response event makes the screen of the touch panel 55 the acceptance end screen. The acceptance end screen is an arbitrary screen. For example, as long as it is a screen that allows the user to recognize that the acceptance service at the time of entry has been completed and there is no need to operate the self-service terminal 22.

[0117] Similarly, as ACT29, the agent-side cooperation terminal 13 that has sent the signal of the end response event makes the screen of the touch panel 55 the agent end screen. The agent end screen is also an arbitrary screen. For example, as long as it is a screen that allows the customer service staff to recognize that the proxy operation has been completed.

[0118] The facility-side cooperation terminal 23 that makes the screen of the touch panel 55 the acceptance end screen returns to ACT11 after a certain period of time, for example. That is, the device-side cooperation terminal 23 makes the screen of the touch panel 55 return to the acceptance initial screen.

[0119] Similarly, the agent-side cooperation terminal 13 that makes the screen of the touch panel 55 the agent end screen returns to ACT21 after a certain period of time, for example. That is, the agent-side cooperation terminal 13 returns the screen of the touch panel 55 to the agent initial screen.

[0120] (Actions of the Agent Terminal)

[0121] Next, the operation in the case where the customer service supervisor operates the self-service terminal 22 on behalf will be described using the flowchart of Figure 8 . Figure 8 FIG. is a flowchart showing the order of main information processing executed by the processor 61 of the proxy terminal 14 according to the proxy control program. The proxy control program is an application program installed in the main memory 62 or the auxiliary storage device 63. The method of installing the proxy control program in the main memory 62 or the auxiliary storage device 63 is not particularly limited. The proxy control program can be stored in a removable storage medium, or the proxy control program can be distributed through communication via a communication network and installed in the main memory 62 or the auxiliary storage device 63. The storage medium can be any form as long as it can store a program and is readable by the device, such as a CD-ROM or a memory card.

[0122] In the proxy terminal 14, when the proxy control program is started, the processor 61 starts information processing according to the order shown in the flowchart of Figure 8 . As ACT31, the processor 61 takes the screen of the touch panel 66 as the code reading screen. The code reading screen is a screen that prompts to read the two-dimensional code Co displayed on the code screen 92 of the proxy-side cooperation terminal 13. As ACT32, the processor 61 of the proxy terminal 14 on which the code reading screen is displayed waits to receive the reading of the two-dimensional code Co.

[0123] After the customer service supervisor confirms that the code screen 92 is displayed on the touch panel 55 of the proxy cooperation terminal 13, the scanner 67 of the proxy terminal 14 is operated to read the two-dimensional code Co in the code screen 92 before touching the customer service start button Bd. When the two-dimensional code Co is read by this operation, the processor 61 proceeds to ACT33. As ACT33, the processor 61 executes the retrieval process of the proxy application program.

[0124] Specifically, the processor 61 obtains the enterprise ID, store ID, and proxy ID from the two-dimensional code Co, and uses the enterprise ID, store ID, and proxy ID to inquire the proxy application program from the proxy server 12. The received proxy server 12 retrieves the reference table 43 and obtains the application program ID stored in association with the enterprise ID, store ID, and agency ID. Then, the proxy server 12 reads the proxy application program specified by the application program ID from the application program database 41 and downloads it to the proxy terminal 14.

[0125] The processor 61 of the proxy terminal 14 that has downloaded the proxy application proceeds to ACT34. As ACT34, the processor 61 installs the proxy application. The installation destination of the proxy application can be either the main memory 62 or the auxiliary storage device 63. The processor 61 of the proxy terminal 14 on which the proxy application is installed proceeds to ACT35. As ACT35, the processor 61 makes the screen of the touch panel 66 be the login screen. The login screen is a screen for accepting the login operation by the customer service staff. As ACT36, the processor 61 of the proxy terminal 14 on which the login screen is displayed waits to accept the login.

[0126] After the customer service staff confirms the login interface, they perform the operation for login. For example, they operate the login key configured on the keyboard 65 and input their staff code by operating the numeric keypad. Thus, when the login of the customer service staff is established, the processor 61 proceeds to ACT37. As ACT37, the processor 61 starts the proxy application.

[0127] By starting the proxy application, the proxy terminal 14 operates in the same manner as the self-service terminal 22 installed with the self-service terminal application equivalent to the proxy application. For example, in the case where the proxy application equivalent to the self-service terminal application installed in the self-service terminal 22 of the karaoke store is installed, the proxy terminal 14 operates by performing operations and inputs on the keyboard 65 or the touch panel 66 to sequentially display screens for accepting the input of the member ID, the number of users, the selection of the karaoke package (usage time, unlimited drinks, etc.), and the like.

[0128] After the customer service staff finishes the login, they touch the customer service start button Bd of the code screen 92 displayed on the touch panel 55 of the proxy-side cooperation terminal 13. Then, the customer service staff makes a call with the user who cannot operate the self-service terminal 22 and listens to the information required for handling the business, and appropriately operates the keyboard 65 or the touch panel 66 of the proxy terminal 14 to input this information into the proxy terminal 14.

[0129] For example, the customer service staff who provides cooperation to the user who cannot operate the self-service terminal 22 of the karaoke store first asks the user whether they are a member of this karaoke store. Then, if the user is a member, they listen to the member ID from the user and input it into the proxy terminal 14. Next, the customer service staff listens to the number of users from the user and inputs it into the proxy terminal 14. In addition, the customer service staff listens to the desired karaoke package from the user and inputs it into the proxy terminal 14. Thus, when the input of the information required for handling the business is completed, a print request event for the acceptance receipt occurs in the proxy terminal 14.

[0130] The processor 61 of the started proxy application, as ACT38, waits for the occurrence of a print request event, or as ACT39, waits for the acceptance to end the proxy application. When a print request event occurs, the processor 61 proceeds to ACT40. As ACT40, the processor 61 executes the process of obtaining the printer ID. Specifically, the processor 61 queries the proxy server 12 for the printer ID using the enterprise ID, store ID, and proxy ID obtained from the two-dimensional code Co. The proxy server 12 that has received the query retrieves the reference table 43 and obtains the printer ID stored in association with the enterprise ID, store ID, and proxy ID. Then, the proxy server 12 provides the printer ID to the proxy terminal 14.

[0131] The processor 61 of the proxy terminal 14 that has received the provided printer ID from the proxy server 12 proceeds to ACT41. As ACT41, the processor 61 sends the signal of the print request event together with the printer ID. The signal of the print request event is sent via the narrowband network 15, the communication server 11, and the broadband network 30 to the communication server 21 of the acceptance system 20, and the acceptance system 20 includes the device-side cooperation terminal 23 into which the cooperation button Ba has been input. And, under the control of the communication server 21, the signal of the print request event is output via the narrowband network 25 to the printer 24 specified by the printer ID. In this way, the printer 24 operates to print the acceptance receipt. Therefore, the user who is on the phone with the customer service representative via the facility-side cooperation terminal 23 can obtain the acceptance receipt issued by the printer 24.

[0132] In the waiting acceptance states of ACT38 and ACT39, each time a print request event occurs, the processor 61 executes the processes of ACT40 and ACT41 in the same manner as described above. In addition, in the waiting acceptance states of ACT38 and ACT39, when the proxy application ends, the processor 61 proceeds to ACT42. As ACT42, the processor 61 uninstalls the proxy application. Thus, the processor 61 ends the information processing according to the proxy control program.

[0133] [Function and Effect of the First Embodiment]

[0134] According to the system of this embodiment including the operation proxy system 10, even when the user of the facility where the acceptance system 20 is constructed cannot operate the self-service terminal 22, the customer service representative at the cooperation center listens to the necessary information through a call with the user and operates the proxy terminal 14, so that the acceptance service of the user can be completed. Therefore, the acceptance service for the user who cannot operate the self-service terminal 22 can be completed quickly. As a result, the congestion at the acceptance desk can be alleviated.

[0135] In addition, the operations required of the user are limited to operating the collaboration button Ba displayed on the acceptance initial screen 81 of the facility-side collaboration terminal 23, inputting the member ID, or operating the non-member button Bc. Therefore, even a user who cannot operate the self-service terminal 22 can easily receive remote-based collaboration.

[0136] On the other hand, on the facility side, the staff for collaborative self-service operations do not need to wait at the acceptance desk. Therefore, labor savings can be achieved.

[0137] In addition, at the collaboration center, one proxy terminal 14 can also handle the operation proxy of the self-service terminals 22 for handling acceptance services of different business formats. Therefore, the system cost can be reduced. In addition, one customer service person can handle the acceptance services of different business formats, so the labor cost can be reduced.

[0138] In addition, although it has been described that the facility-side collaboration terminal 23 that has received the signal of the acceptance response event can output a signal including the collaboration terminal ID set for the facility-side collaboration terminal 23, or a signal including the collaboration terminal ID, the enterprise ID of the facility, and the facility ID to the proxy-side collaboration terminal 13, this is not limited thereto. The facility-side collaboration terminal 23 pre-saves the information of the proxy ID for the operation of the self-service terminal that is the remote end on the facility side, and when receiving the signal of the acceptance response event, further includes this proxy ID in the information notified to the proxy-side collaboration terminal 13 and sends it. In this case, the notified proxy-side collaboration terminal 13 can use the enterprise ID, facility ID, and proxy ID from the facility-side collaboration terminal 23 to generate a QR code.

[0139] <Second Embodiment>

[0140] In the first embodiment, a user who cannot operate the self-service terminal 22 moves to the front of the facility-side collaboration terminal 23 and receives remote customer service-based collaboration. That is, the user must move to the front of the facility-side collaboration terminal 23 to receive remote customer service-based collaboration. Therefore, below, a second embodiment will be described in which a user who cannot operate the self-service terminal 22 can receive remote customer service-based collaboration without moving to the front of the facility-side collaboration terminal 23.

[0141] In the second embodiment, the facility-side collaboration terminal 23 and the printer 24 are removed from the acceptance system 20. Then, the self-service terminal IDs of the self-service terminals 22 assembled in each acceptance system 20 are set in columns Ca and Cf of the reference table 43.

[0142] The self-service terminal 22 includes an audio circuit 58, a speaker 581, and a microphone 582 included in the facility-side cooperation terminal 23. That is, the self-service terminal 22 can perform data communication including calls with the agent-side cooperation terminal 13 assembled in the operation agency system 10. A user who cannot operate the self-service terminal 22 can communicate with the customer service staff in the cooperation center through the self-service terminal 22 to receive cooperation for acceptance services or settlement services.

[0143] [Action description of the second embodiment]

[0144] Figure 9 It is a sequence diagram showing the mutual action sequence between the self-service terminal 22 included in the acceptance system 20 and the agent-side cooperation terminal 13 included in the operation agency system 10. In addition, since the action of the agent-side cooperation terminal 13 is the same as that in the first embodiment, the same reference numerals are attached and the description is simplified. Figure 6 the same

[0145] As Figure 9 shown, as ACT51, the self-service terminal 22 uses the screen of the touch panel 55 as a service screen. The service screen is a screen for accepting operation inputs for the self-service terminal 22. For example, the self-service terminal 22 for processing the acceptance service of a karaoke store sequentially displays screens for accepting the input of a membership ID, the number of users, the selection of a karaoke package (usage time, unlimited drinks, etc.), etc. as service screens. Then, in the second embodiment, the cooperation button Ba is displayed on all service screens. A user who cannot operate the currently displayed service screen touches the cooperation button Ba. As ACT52, when the cooperation button Ba is touched, the self-service terminal 22 sends a signal of a cooperation request event to the agent-side cooperation terminal 13.

[0146] The self-service terminal 22 that has sent the signal of the cooperation request event waits to receive the signal of the acceptance response event output from the agent-side cooperation terminal 13. The self-service terminal 22 that has received the signal of the acceptance response event outputs a signal of the self-service terminal ID set for the self-service terminal 22 to the agent-side cooperation terminal 13. In addition, as ACT53, the self-service terminal 22 makes the screen of the touch panel 55 a member confirmation screen.

[0147] Here, a non-member user inputs the non-member button Bc. A member user operates the scanner or card reader of the self-service terminal 22 to input the membership ID. In addition, in the service screen, if the membership ID has already been input in the membership ID input screen, the input of the membership ID can be omitted. When the membership ID or the non-member button Bc is input, the self-service terminal 22 outputs a signal indicating the membership ID or a signal indicating that the non-member button Bc has been input to the agent-side cooperation terminal 13.

[0148] The self-service terminal 22 waits for a signal for the start response event. When receiving the signal for the start response event, as ACT55, the self-service terminal 22 makes the screen of the touch panel 55 a screen during proxy operation. The screen during proxy operation is a screen notifying the user that the customer service staff is operating the self-service terminal 22 on behalf. By making the screen of the touch panel 55 a screen during proxy operation, it is possible to prevent the user from operating the touch panel 55 erroneously.

[0149] The self-service terminal 22 displaying the screen during proxy operation is in a state of making a call to the proxy-side cooperation terminal 13. In this way, the user makes a call to the customer service staff who is the operator of the proxy-side cooperation terminal 13. Through this call, the user can receive cooperation based on remote customer service.

[0150] The self-service terminal 22 displaying the screen during proxy operation waits for a signal for the print request event. When receiving the signal for the print request event together with the self-service terminal ID of this self-service terminal 22 from the proxy terminal 14, as ACT56, the self-service terminal 22 executes print processing. That is, the self-service terminal 22 controls the printer of the self-service terminal 22 and prints the print data included in the print request event onto a print medium.

[0151] The self-service terminal 22 displaying the screen during proxy operation waits for a signal for the end response event. When receiving the signal for the end response event, the self-service terminal 22 makes the screen of the touch panel 55 an acceptance end screen.

[0152] [Function and effect of the second embodiment]

[0153] According to the second embodiment, a user who cannot operate the self-service terminal 22 can receive cooperation for the operation proxy service by making a call to the customer service staff via this self-service terminal 22. Therefore, the user can complete the acceptance service without moving to the place where the facility-side cooperation terminal 23 is set. And since each facility can not set the cooperation terminal 23, it also has the advantage of saving system costs.

[0154] [Modification example]

[0155] In the second embodiment, the self-service terminal 22 that has received the signal for the acceptance response event sends the self-service terminal ID of this self-service terminal 22 to the proxy cooperation terminal 13. Regarding this point, the self-service terminal ID, enterprise ID, and facility ID of this self-service terminal 22 can be sent to the proxy-side cooperation terminal 13 as a group. In this case, the proxy-side cooperation terminal 13 uses the self-service terminal ID, enterprise ID, and facility ID received from the self-service terminal 22 to create a two-dimensional code Co. By adopting this structure, it is possible to reduce the processing load required for creating the two-dimensional code Co.

[0156] In addition, in the second embodiment, the proxy terminal 14 sets the self-service terminal ID received from the self-service terminal 22 and operates. Regarding this, as in the first embodiment, the proxy terminal 14 may set a proxy ID other than the self-service terminal ID of the self-service terminal 22 and operate.

[0157] In the first embodiment, an example is shown in which the enterprise ID, facility ID, and proxy ID are input to the proxy terminal 14 by scanning the two-dimensional code Co. Regarding this, at least one of the enterprise ID, facility ID, and proxy ID may be manually input to the proxy terminal 14.

[0158] In the above embodiment, after the customer service person confirms that the code screen 92 is displayed on the touch panel 55 of the proxy-side cooperation terminal 13, the scanner 67 of the proxy terminal 14 is operated to read the two-dimensional code Co of the code screen 92 before touching the customer service start button Bd. Regarding this, the two-dimensional code Co is also displayed on the proxy-side customer service screen 93 displayed by inputting the customer service start button Bd. By doing so, the two-dimensional code Co can be read even after the customer service start button Bd is touched, so that an operation error of touching the customer service start button Bd before reading the two-dimensional code Co can be prevented.

[0159] In the above embodiment, an operation proxy system 10 is exemplified that can remotely proxy the operation of a self-service terminal by a user who uses facilities of various business types. Regarding this, it may be an operation proxy system that can remotely proxy the operation of a self-service terminal by a user who uses facilities of one business type. In this case, since only one type of self-service terminal application program is installed in the self-service terminal 22, the application program database 41 can be omitted. In addition, there is no need to install or uninstall the proxy application program on the proxy terminal 14.

[0160] In addition, even when remotely proxying the operation of a self-service terminal by a user who uses facilities of various services, a plurality of self-service terminal application programs may be pre-installed on the proxy terminal 14. Then, when the enterprise ID, facility ID, and proxy ID are input, the proxy terminal 14 starts the self-service terminal application program corresponding to the input. Such a configuration may also be adopted. That is, the proxy terminal 14 has a plurality of application software for executing the actions of the self-service terminal 22 different for each business type, and the control unit starts the application software for the proxy terminal 14 to execute the action of the self-service terminal 22 designated as the operation proxy object. In this case, there is no need to install or uninstall the proxy application program on the proxy terminal 14 every time.

[0161] The output device designated by the second designation unit 74 is not limited to a printer. For example, when information printed on a receipt is stored on an RFID tag and distributed to a user, the RFID reader is the output device. Similarly, when information is stored on a magnetic card or an IC card, the card reader is the output device. Further, when information is stored on a user's smartphone or the like through short-range wireless communication, the short-range wireless communication unit is the output device.

[0162] In addition, although several embodiments of the present invention have been described, these embodiments are presented by way of example and do not limit the scope of the invention. These novel embodiments can be implemented in various other ways, and various omissions, substitutions, and changes can be made without departing from the gist of the invention. These embodiments and their modifications are included in the scope of the invention and are included in the invention described in the claims and its equivalents.

Claims

1. An operation agent system, characterized in that: include: A first designating unit, which designates a self-service terminal of an operation agent object based on the communication information for remote customer service; A second designating unit, which designates an output device associated with the self-service terminal designated as the operation agent object; as well as The control unit controls the agent terminal so as to operate as the self-service terminal designated as the operation agent object and output output information generated by the operation to the output device designated by the second designation unit.

2. The operation agent system according to claim 1, wherein: The first specifying unit specifies a self-service terminal to be an operation agent based on communication information acquired from a terminal dedicated to remote customer service.

3. The operation agent system according to claim 1, wherein: Also includes: an output unit, outputting an identification code, wherein the identification code is used to identify the self-service terminal specified by the first specifying unit, wherein: The agent terminal, by inputting the identification code, operates as an automatic terminal identified by the identification code.

4. The operation agent system according to claim 1, wherein: The output device is a printer.

5. The operation agent system according to claim 1, wherein: The self-service terminal and the output device are arranged in facilities of various formats, and the self-service terminal processes the acceptance business required when entering the facility. The agent terminal is set up in a cooperation center at a different location from that of the facility. The control unit causes the agent terminal to perform a process of accepting business as a self-service terminal, and outputs data indicating an acceptance slip generated by the process of accepting business to an output device of the facility as output information.

6. The operation agent system according to claim 1, wherein: Also includes: The application database stores a plurality of application software, wherein the application software is used to enable the agent terminal to perform actions corresponding to different self-service terminals of each business format. The control unit reads application software from the application database and installs the application software in the agent terminal, wherein the application software is used to execute the operation of the self-service terminal designated as the operation agent object through the agent terminal.

7. The operation agent system according to claim 1, wherein: The agent terminal has a plurality of application software, and the application software is used to execute actions of different self-service terminals corresponding to each business format. The control unit activates application software for executing, by means of a proxy terminal, an operation of the self-service terminal designated as the operation proxy object.

8. The operation agent system according to claim 3, wherein: The output unit outputs the two-dimensional code as an identification code.

9. An agent terminal, characterized in that: include: An input unit for inputting an identification code, wherein the identification code identifies a self-service terminal of an operation agent object specified based on the communication information for remote customer service; a designating unit that designates an output device associated with the self-service terminal identified by the identification code input through the input unit; a receiving unit that receives an operation input of a self-service terminal identified by the identification code; and The control unit performs control so as to output the output information generated according to the operation input to the output device designated by the designation unit.

10. A storage medium storing a program for causing a computer of an agent terminal to function as the following units: An input unit for inputting an identification code, wherein the identification code identifies a self-service terminal of an operation agent object specified based on the communication information for remote customer service; a designating unit that designates an output device associated with the self-service terminal identified by the identification code input through the input unit; a receiving unit that receives an operation input of a self-service terminal identified by the identification code; and The control unit performs control so as to output the output information generated according to the operation input to the output device designated by the designation unit.

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