Financial store system and method for financial store system

Abstract

To provide a financial store system and a method capable of smoothly guiding a customer.SOLUTION: A financial store system used in a financial store includes: a visitor reception device 2 operated by a customer; and a plurality of types of transaction processors 4 and 6 for executing different transaction processing operations according to a purpose. The visitor reception device 2 includes: a reception part 2B and 2C for receiving the customer's visit purpose; and a guide part 2A for directing the customer to an appropriate transaction processor 4 or 6 among the plurality of transaction processors 4 and 6 corresponding to the visit purpose.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present disclosure relates to a financial store system and a method performed by the financial store system. [Background technology]

[0002] For example, in the financial store system disclosed in Patent Document 1, a customer informs a branch staff member (referred to as a "person in charge" in the document) of the purpose of their visit, and the staff member guides the customer to a transaction processing device (referred to as an "ATM" in the document) depending on the customer's purpose of their visit. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2006-133827 Summary of the Invention [Problem to be solved by the invention]

[0004] Traditionally, banks have had tellers and other staff on staff. However, in recent years, banks have been reducing the number of staff at their branches due to factors such as labor shortages, work style reforms, and low-profit structures. As a result, operational efficiency has been improved by having financial institution staff deployed at desired locations, and customers visiting terminal branches can communicate remotely with the staff. However, if customers are unfamiliar with operating transaction processing devices, they may not know which transaction processing device to use when they visit a branch. Furthermore, in branches with reduced staff or unmanned branches, customers may be confused about where to go within the branch. In such cases, there is a risk that one customer may mistakenly use a transaction processing device that is currently being used by another customer, causing confusion among users.

[0005] An object of the present disclosure is to provide a financial branch system that can smoothly guide customers, and a method that can smoothly guide customers. [Means for solving the problem]

[0006] The present disclosure relates to a financial store system used in a financial store that is equipped with a store reception device operated by customers and multiple types of transaction processing devices that each perform different transaction processing depending on the purpose, and the store reception device is equipped with a reception unit that receives the customer's purpose for visiting the store and a guidance unit that guides the customer to a target transaction processing device among the multiple types of transaction processing devices that corresponds to the purpose of the visit.

[0007] In the financial store system disclosed herein, the multiple types of transaction processing devices include a store-side customer service device that transmits information regarding the customer's verification documents to a customer service terminal operated by a remote staff member and receives information to be handed over to the customer from the customer service terminal, and a currency processing device that is operated by the customer and processes the deposit and withdrawal of currency.

[0008] In the financial store system according to the present disclosure, at least one of the plurality of types of transaction processing devices is configured to be connected to a customer service terminal operated by a remote staff member, thereby enabling remote interaction with the staff member.

[0009] In the financial store system according to the present disclosure, at least one of the transaction processing devices is provided with a first authentication information acquisition unit that acquires information for identity verification from the customer.

[0010] In the financial store system disclosed herein, the store reception device is equipped with a second authentication information acquisition unit that acquires information for identity verification from the customer, and a media output unit that issues a medium bearing information that identifies the customer.

[0011] In the financial store system according to the present disclosure, the second authentication information acquisition unit includes a camera that takes a photo of the customer's identification card.

[0012] In the financial store system according to the present disclosure, the transaction processing device is provided in an area isolated from others within the financial store, and is equipped with a detection unit capable of detecting the presence of a person in a detection area within the area, and the guidance unit is configured to guide a second customer waiting in line to the target transaction processing device when a first customer has finished using the target transaction processing device and the person is not detected in the detection area by the detection unit.

[0013] In the financial store system according to the present disclosure, an imaging unit is provided within the area to capture an image of the person, and the detection unit is configured to detect the person in the detection area based on the image captured by the imaging unit.

[0014] In the financial store system according to the present disclosure, the detection unit is configured to be able to detect the number of people in the detection area based on the captured image.

[0015] The present disclosure relates to a processing method performed by a financial store system equipped with a store reception device operated by a customer and multiple types of transaction processing devices that each perform different transaction processing depending on the purpose, and includes a reception step of receiving the customer's purpose for visiting the store, and a guidance step of guiding the customer to a target transaction processing device among the multiple types of transaction processing devices that corresponds to the purpose of the visit.

[0016] The present disclosure provides a financial store system capable of smoothly guiding customers, and a method capable of smoothly guiding customers. [Brief explanation of the drawings]

[0017] [Figure 1] FIG. 1 is a plan view showing an example of the layout of a financial institution store. [Figure 2] FIG. 1 is a block diagram showing a financial store system. [Figure 3] FIG. 10 is a flowchart showing the flow of a primary reception. [Figure 4] FIG. 10 is a diagram illustrating the flow of customer actions and automatic processing at the first reception. [Figure 5] FIG. 10 is a flowchart showing the flow when a customer is guided into a section. [Figure 6] FIG. 10 illustrates the flow of customer behavior and automated processing as they are guided to a remote customer service area. [Figure 7] FIG. 10 illustrates the flow of customer behavior directed to the self-service cashier section and automated processing. DETAILED DESCRIPTION OF THE INVENTION

[0018] The financial transaction system according to the present disclosure will be described below with reference to the accompanying drawings. Note that the present disclosure is not limited to the following embodiments, and various modifications are possible without departing from the spirit of the present disclosure.

[0019] [Financial store layout] FIG. 1 shows an example of a financial store such as a bank branch or a local office. The financial store shown in FIG. 1 has a lobby A, a remote customer service area B, a self-service deposit / withdrawal area C, and a backyard D. Store staff are stationed in the backyard D. Store staff may also be stationed near the entrance / exit of the lobby A.

[0020] An automated teller machine 1 (ATM) is located in Lobby A. The automated teller machine 1 is used by individual customers to deposit cash into and withdraw cash from their deposit accounts. The automated teller machine 1 is connected to an accounting server via the bank's internal network to enable data communication. When cash is deposited or withdrawn at the automated teller machine 1, the account update process is also performed automatically. In addition to the automated teller machine 1, an automatic currency exchange machine and an automatic tax and public money deposit machine may also be located.

[0021] A visitor reception device 2 is placed in the lobby A. The visitor reception device 2 is a device for handling initial reception for customers who visit the financial branch, and is operated by the customer. For example, for cases that cannot be handled by the automated teller machine 1, the customer can talk to a remote customer service staff member at the visitor reception device 2 and be guided to the remote customer service section B or the self-service deposit / withdrawal section C, etc., as needed.

[0022] Additionally, a deposit locker 3 is located in Lobby A. Deposit locker 3 is a locked locker in which customers can deposit documents and other items required for various notifications. For example, if remote customer service area B is fully booked and no vacancies are available, or if the procedure will take some time to complete, the customer will be instructed by a customer service representative at the first reception desk, who they communicate with via in-store reception device 2, to deposit the documents and other items in deposit locker 3. The documents and other items deposited in deposit locker 3 are collected by a branch staff member at the financial institution branch, digitized using a scanner or the like, and transmitted to headquarters or a center for inspection, approval, and other procedures. The deliverables that have undergone inspection, approval, and other procedures are then placed in deposit locker 3 by the branch staff member. The customer will be notified, for example, by a short message on their mobile device, that the procedures have been completed, and will then return to the branch to retrieve the deliverables from deposit locker 3.

[0023] Remote customer service section B occupies an area of ​​2 to 3 square meters. In remote customer service section B, a remote customer service device 4, a small currency handling device 5, and an imaging unit 7 are arranged. In other words, the remote customer service device 4 is provided in a section isolated from the rest of the financial institution.

[0024] A customer service representative (such as a clerk in charge) in a remote location is displayed on the interactive display 4A of the remote customer service device 4. In the remote customer service area B, the customer converses with the customer service representative displayed on the interactive display 4A and consults with the customer service representative about opening a savings account, changing the name on the account, closing the account, transferring money, paying taxes and public fees, foreign currency deposits, investment trusts, testamentary trusts, estate settlement, insurance, defined contribution pension plans, various loans, etc. The imaging unit 7 captures an image of the area within the remote customer service area B. As a result, the imaging unit 7 captures an image of a person H in the area.

[0025] The large currency handling device 6 and the above-mentioned imaging unit 7 are arranged in the self-service deposit / withdrawal section C. In other words, the large currency handling device 6 is provided in a section isolated from other sections within the financial store.

[0026] In addition to transactions that can be processed by an automated teller machine 1 (ATM), the large currency processing device 6 can also perform large cash transactions (deposits, withdrawals, currency exchange, etc.) that cannot be processed by an automated teller machine 1 (ATM) or a small currency processing device 5.

[0027] The large currency handling device 6 identifies and counts banknotes and coins, classifies them by type, and stores them internally. The large currency handling device 6 also stores a predetermined number of bundled banknotes (for example, 100 pieces) for each type of banknote, and stores a predetermined number of wrapped coins (for example, 50 pieces) for each type of coin. Wrapped coins are coins of the same type wrapped in a wrapping medium such as paper or film, and are also known as coin rolls. Therefore, the large currency handling device 6 is capable of depositing, dispensing, and exchanging large amounts of banknotes and coins.

[0028] The remote service device 4 and the large currency handling device 6 correspond to the "transaction processing device" of the present disclosure, which executes different transaction processes depending on the purpose. In other words, in the present disclosure, multiple types of transaction processing devices are provided.

[0029] The imaging unit 7 captures images of the inside of each of the remote customer service section B and the self-service deposit / withdrawal section C. As a result, the imaging unit 7 captures an image of a person H (see FIGS. 6 and 7) inside the section.

[0030] If an alarm or error occurs in the remote customer service device 4, the small currency processing device 5, or the large currency processing device 6, the store staff in the back yard D will work to recover from the alarm or error state. Examples of such alarms or errors include running out of printing ink, toner, paper, etc., or running low on currency stored in the small currency processing device 5 or the large currency processing device 6.

[0031] [About the financial branch system] As shown in FIG. 2 , the financial store system includes a visitor reception device 2, a remote customer service device 4, a small currency processing device 5, a large currency processing device 6, an imaging unit 7, a detection unit 8, and a customer service terminal 9. The visitor reception device 2, the remote customer service device 4, the small currency processing device 5, the large currency processing device 6, the imaging unit 7, the detection unit 8, and the customer service terminal 9 are connected via a LAN or a wide area network within each facility, enabling communication (capable of transmitting and receiving video, audio, and other data). The customer service terminal 9 is installed in a remote customer service center E located in a major store or a dedicated center. At the remote customer service center E, customer service staff are stationed, who serve customers via the customer service terminal. Through the customer service terminal, the customer service staff can serve customers at the financial store and can also remotely operate the equipment installed in the financial store (such as the small currency processing device 5 and the large currency processing device 6).

[0032] It is also possible to provide multiple remote service devices 4. The small currency handling device 5 is provided adjacent to the remote service device 4. Therefore, multiple small currency handling devices 5 may be provided corresponding to the multiple remote service devices 4. It is also possible to provide multiple large currency handling devices 6. Furthermore, it is also possible to provide multiple imaging units 7.

[0033] Visitor reception device 2 is located in lobby A. Visitor reception device 2 is equipped with guidance display 2A, interactive display 2B, operation display 2C, sensor camera 2D, medium output unit 2E, and reading unit 2F. Interactive display 2B and operation display 2C correspond to the "reception unit" that receives the customer's purpose for visiting the store. Guidance display 2A corresponds to the "guidance unit" that guides the customer to the target transaction processing device corresponding to the purpose of their visit from among multiple types of transaction processing devices.

[0034] The customer's eyes are positioned between the upper and lower ends of interactive display 2B. When serving customers, the face of the primary reception staff member is displayed on interactive display 2B. In addition, guidance display 2A displays information such as the presence status of people in remote service section B and self-service deposit / withdrawal section C, as well as call messages.

[0035] The sensor camera 2D is adjacent to the operation display 2C. The sensor camera 2D captures an image of the customer, and the face of the customer captured by the sensor camera 2D is displayed on the display of the customer service terminal 9 of the first reception staff member.

[0036] The medium output unit 2E issues a transaction number ticket on which the receipt number is displayed.

[0037] The reading unit 2F acquires information for identity verification from the customer. In other words, the reading unit 2F corresponds to a "second authentication information acquisition unit." For example, the reading unit 2F is a camera that takes a photo of the customer's identity verification document or identification card. The reading unit 2F may be a contactless card reader that reads information related to identity verification from an identification card (e.g., a driver's license, a personal identification number card, etc.) equipped with an IC chip.

[0038] The remote customer service device 4 corresponds to a "store-side customer service device." The remote customer service device 4 is equipped with an interactive display 4A, a tabletop display 4B, a sensor camera 4C, a card reader 4D, a document scanner 4E, and a seal scanner 4F.

[0039] Interactive display 4A displays a customer service representative (such as a staff member in charge) at a remote location (remote customer service center E). Tabletop display 4B displays, for example, shared materials and contract documents presented by the customer service representative. Tabletop display 4B also has a touch panel function, allowing customers to electronically sign contract documents displayed on tabletop display 4B with a touch pen or the like.

[0040] The sensor camera 4C captures an image of the customer, and the face of the customer captured by the sensor camera 4C is displayed on the display of the customer service terminal 9 of the customer service representative.

[0041] The card reader 4D reads information from the customer's bankbook, cash card, etc. The document scanner 4E reads the customer's application documents, contract documents, bankbook, etc. as image data. The seal scanner 4F reads the impression of the customer's seal. When the customer presses the seal surface onto the reading part of the seal scanner 4F as if stamping on paper, the seal impression is read. At this time, the bank seal registered in the customer's account is automatically compared with the seal impression read by the seal scanner 4F.

[0042] In this way, the remote customer service device 4 is configured to be connected to the customer service terminal 9 operated by a customer service staff member (such as a staff member in charge) at a remote location, allowing remote dialogue with the customer service staff. The remote customer service device 4 also transmits information about the customer's identification documents to the customer service terminal 9 operated by the customer service staff member at a remote location, and receives information to be handed over to the customer from the customer service terminal 9.

[0043] The small currency handling device 5 is placed next to the remote customer service device 4. The small currency handling device 5 is configured to be able to deposit and withdraw cash of, for example, less than one million yen. The small currency handling device 5 is remotely operated by a customer service staff member in a remote location. The small currency handling device 5 may also be operated by the customer.

[0044] The large currency handling device 6 is operated by customers and processes the deposit and withdrawal of currency. The large currency handling device 6 is equipped with an interactive display 6A, an operation display 6B, a currency handling unit 6C, and a sensor camera 6D. The operation display 6B has a touch panel function, and customers operate the large currency handling device 6 using the operation display 6B.

[0045] A "call attendant" touch button is displayed on the operation display 6B. When the customer touches the "call attendant" touch button, the attendant in charge is displayed on the interactive display 6A. In addition, the sensor camera 6D captures an image of the customer, and the customer's face captured by the sensor camera 6D is displayed on the display of the attendant's customer service terminal 9. Therefore, even if the customer is unfamiliar with operating the large currency processing device 6, the customer can receive assistance in operating the large currency processing device 6 while speaking with the attendant. In this way, the large currency processing device 6 is configured to be connected to the customer service terminal 9 operated by an attendant in a remote location, allowing remote conversation with the attendant. In addition to assistance through remote conversation, the attendant can also remotely operate the large currency processing device 6 via the customer service terminal 9.

[0046] When identity verification is performed in the large currency processing device 6, the sensor camera 6D acquires identity verification information from the customer. For example, the sensor camera 6D photographs the customer's identity verification document or ID card. In other words, the sensor camera 6D corresponds to the "first authentication information acquisition unit." The large currency processing device 6 may also be equipped with a card reader or document scanner for acquiring identity verification information.

[0047] [First reception process] The flow of the primary reception in this embodiment will be described with reference to Fig. 3 and Fig. 4. Note that the description will be of a mode in which identity verification is performed by the store reception device 2. When the sensor camera 2D detects a customer approaching the store reception device 2 (start in Fig. 3), a notification signal is transmitted from the store reception device 2 to the customer service terminal 9 of the customer service staff member at the primary reception (step #01 in Fig. 3).

[0048] The customer service terminal 9 is, for example, a laptop computer equipped with a camera and a microphone, and is located at the headquarters, a customer service center, or the like. A customer service staff member is stationed near the customer service terminal 9. In response to a notification signal sent from the store reception device 2, the customer service staff member is notified by a screen display, voice, or the like on the customer service terminal 9. Then, remote interactive communication is established between the customer service terminal 9 and the store reception device 2, and the name of the customer service staff member at the primary reception desk is displayed on the guidance display 2A (step #02 in FIG. 3). At this time, the customer service staff member at the primary reception desk handles the customer's reception (action #01 in FIG. 4).

[0049] Then, a list of matters relating to the reason for the customer's visit is displayed on the operation display 2C (step #03 in FIG. 3). The operation display 2C is a touch panel display that can be operated by the customer. The list of matters is displayed on the operation display 2C as touch panel buttons.

[0050] The customer tells the staff member at the first reception desk the purpose of their visit (action #02 in Figure 4). At this time, the staff member may remotely operate the operation display 2C to select the customer's purpose. Alternatively, the customer may select the purpose while operating the operation display 2C.

[0051] The list of messages displayed on the operation display 2C includes messages that require customer identity verification. Therefore, when the customer selects a desired message from the list of messages displayed on the operation display 2C, it is determined whether the message requires identity verification (step #04 in FIG. 3). If the message does not require identity verification (step #04 in FIG. 3: No), the process proceeds to step #09, which will be described later.

[0052] If the matter requires personal identification (step #04 in FIG. 3: Yes), the reading unit 2F is activated and becomes available for use (step #05 in FIG. 3).

[0053] When the reading unit 2F is activated, the customer holds their identification card over the reading unit 2F, and it is determined whether the personal identification information has been read by the reading unit 2F (step #06 in FIG. 3). If the personal identification information has not been read by the reading unit 2F (step #06 in FIG. 3: No), the determination process of step #06 is repeated.

[0054] It is possible that the reading at the reading unit 2F may be canceled due to factors such as a customer's cancel operation, a timeout, etc. In such a case (step #06 in FIG. 3: Cancel), the processing of the flowchart shown in FIG. 3 ends.

[0055] When the personal identification information is read by the reading unit 2F (step #06 in FIG. 3: Yes), personal identification is performed (step #07 in FIG. 3). For example, the primary receptionist determines whether the facial information acquired from the identification card by the reading unit 2F matches the face of the customer captured by the sensor camera 2D. Such personal identification may be performed automatically by the store reception device 2, or may be performed by an authentication server in a data center or the like. Then, it is determined whether the result information indicating the result of the personal identification is OK or NG (step #08 in FIG. 3).

[0056] If the result information is NG, it means that the customer's identity could not be confirmed. If the result information from the identity authentication is NG (step #08 in FIG. 3: No), the process of the flowchart shown in FIG. 3 ends.

[0057] If the result of the personal authentication is OK (step #08 in FIG. 3: Yes), it is determined whether there is a remote customer service area B or a self-service deposit / withdrawal area C that can be used depending on the customer's purpose within the financial institution (step #09 in FIG. 3). The process of determining whether there is an available area may be executed by the in-store reception device 2 or the management server, or may be executed by the primary reception staff.

[0058] If the remote customer service area B or the self-service deposit / withdrawal area C is in use or booked up and has no available spaces (step #09 in FIG. 3: No), the customer will receive guidance from the customer service staff member interacting with the in-store reception device 2 to deposit documents, etc. in the deposit locker 3 (step #14 in FIG. 3). Although not shown in the flowchart in FIG. 3, even if the customer's business is one that will take time to complete in terms of procedures, the customer may receive guidance from the customer service staff member interacting with the in-store reception device 2 to deposit documents, etc. in the deposit locker 3.

[0059] If there is an available section depending on the customer's purpose (step #09 in Figure 3: Yes), the attendant at the primary reception desk remotely operates the media output unit 2E (action #03 in Figure 4), and the media output unit 2E issues a transaction number ticket (step #10 in Figure 3). The reception number is displayed on the transaction number ticket. At this point, the conversation between the customer and the attendant ends, and the customer waits in Lobby A with the transaction number ticket in hand (action #04 in Figure 6 or action #08 in Figure 7, step #11 in Figures 3 and 5).

[0060] In addition, a graphic code (e.g., QR code (registered trademark), data matrix, bar code, color code, etc.) may be printed on the transaction number tag. If a graphic code is printed on the transaction number tag, the customer may be able to use the remote customer service device 4 or the large currency handling device 6 by holding the graphic code over the reader of the remote customer service device 4 or the large currency handling device 6. In this embodiment, information for identifying the customer (e.g., a graphic code such as a QR code (registered trademark), data matrix, bar code, color code, etc.) is printed on the transaction number tag. By having the sensor camera 4C of the remote customer service device 4 or the sensor camera 6D of the large currency handling device 6 read this graphic code, the person operating the remote customer service device 4 or the large currency handling device 6 is identified as a customer whose identity has been verified. This makes it possible to omit identity verification at the remote customer service device 4 and the large currency handling device 6. In other words, the medium output unit 2E issues a transaction number tag (medium) bearing information for identifying the customer.

[0061] [Processing to check presence within a section] While the customer is waiting in lobby A (action #04 in FIG. 6 or action #08 in FIG. 7, step #11 in FIG. 5), it is determined whether or not there is another person (first customer) in the target section based on image data captured by the imaging unit 7 (step #12 in FIG. 5). The detection unit 8 is configured to be able to detect the presence of person H in the detection area within the section. Specifically, the detection unit 8 can detect person H within the section within the section from the image data by the above-mentioned skeletal recognition process. If there is another person (first customer) in the target section (step #12 in FIG. 5: No), the customer (first customer) waits in the state of step #11, and the determination of step #12 is repeated.

[0062] As described above, the imaging unit 7 captures images of the area. In this embodiment, the imaging unit 7 is configured as an infrared camera. However, the present disclosure is not limited to this, and the imaging unit 7 may be any device other than an infrared camera as long as it is capable of capturing images of the area. A ToF (Time of Flight) camera is preferable for the imaging unit 7, as it is capable of detecting the distance between the camera and an object. The captured image acquired by the imaging unit 7 is preferably a depth image, which is an image containing depth information. Note that the captured image acquired by the imaging unit 7 may be a video or a still image. Furthermore, by configuring the image to be able to be compared with a color image for confirmation, it may be used in conjunction with visual confirmation.

[0063] In the presence confirmation process for a section shown in FIGS. 6 and 7, an example of a captured image acquired by the imaging unit 7 is shown. The detection unit 8 generates skeletal information 10 (see FIGS. 6 and 7) based on the captured image. The skeletal information 10 is information indicating a skeletal model of a person H present in the section. The skeletal model is generated by analyzing the captured image to recognize the positions of the joints of the person H in three dimensions and connecting the joints with straight lines. The detection unit 8 is also configured to be able to detect the behavior of the person H, such as walking, standing, or sitting within the section, based on the skeletal information 10. In this embodiment, when the skeletal information 10 moves in a direction indicating leaving the section, the detection unit 8 detects the exit of the person H.

[0064] In this way, the detection unit 8 is configured to detect person H in the detection area within the zone based on the image captured by the imaging unit 7, which captures the image within the zone. Other detection methods using motion sensors or image sensors may also be used. In such cases, there are limitations on the detection area, and the influence of the direction of movement of the person and fluctuations in the captured image. Skeleton recognition can eliminate these influences, allowing for more accurate detection of the presence of a person.

[0065] When there are no other people (first customer) in the target section, the determination in step #12 in Figure 5 becomes Yes. Then, when the responsible customer service staff (teller, etc.) is ready to talk to the customer (second customer), the section number (booth number) is displayed on the guidance display 2A along with the number on the transaction number slip, and the customer (second customer) is guided there (step #13 in Figure 5).

[0066] In other words, the guidance display 2A is configured to guide a second customer waiting in line to the target transaction processing device when another person (first customer) has finished using the target transaction processing device (either the remote customer service device 4 or the large currency processing device 6) and the detection unit 8 does not detect person H in the detection area within the target area.

[0067] When a customer wants to consult with a remote customer service staff member in remote customer service area B, the customer moves to remote customer service area B (action #05 in FIG. 6). Then, the remote customer service staff member remotely converses with the customer (action #06 in FIG. 6). At this time, the graphic code (information) attached to the transaction number slip (medium) is read by the sensor camera 4C of the remote customer service device 4, and the person operating the remote customer service device 4 is identified as a customer whose identity has been verified.

[0068] Identity verification may be performed by the remote customer service device 4. In this case, the sensor camera 4C, the card reader 4D, or the document scanner 4E acquires information for identity verification from the customer. For example, the sensor camera 4C captures an image of the customer's identity document or ID. The card reader 4D reads identity verification information from an ID card (e.g., a driver's license, a personal identification number card, etc.) equipped with an IC chip. The document scanner 4E scans the customer's identity document or ID to acquire an image. Identity verification is performed by a customer service representative determining whether the acquired information matches the customer's face captured by the sensor camera 4C. Identity verification may be performed automatically by the remote customer service device 4 or by an authentication server in a data center, etc. In this case, the sensor camera 4C, the card reader 4D, and the document scanner 4E correspond to a "first authentication information acquisition unit." Identity verification may not be performed by the store reception device 2. The store reception device 2 may not include the reading unit 2F.

[0069] If necessary, the customer can stamp the document using the seal scanner 4F or sign the document on the tabletop display 4B (action #07 in Figure 6).

[0070] There may be cases where a customer deposits or withdraws currency based on the transaction details decided through communication with a remote salesperson. When the amount to be deposited or withdrawn is small, the salesperson at the remote location remotely operates the small currency handling device 5 to hand over or receive currency from the customer.

[0071] If it is a large cash transaction that cannot be processed by the small currency processing device 5, the interaction between the customer and the remote customer service staff ends there, and the customer leaves the remote customer service area B and waits again in lobby A, waiting for preparations to be completed at self-service deposit / withdrawal area C (action #08 in Figure 7). Then, if there is no one else in self-service deposit / withdrawal area C (step #12 in Figure 5: Yes), the area number (booth number) along with the number on the transaction number ticket is displayed on guidance display 2A, and the customer (second customer) is guided there (step #13 in Figure 5).

[0072] The customer moves to the self-service deposit / withdrawal section C (action #09 in Figure 7). At this time, the graphic code (information) attached to the transaction number tag (medium) is read by the sensor camera 6D of the large currency processing device 6, and the person operating the large currency processing device 6 is identified as a customer whose identity has been verified.

[0073] Identity verification may also be performed in the large currency processing device 6. In this case, the sensor camera 6D acquires information for identity verification from the customer. For example, the sensor camera 6D photographs the customer's identity document or ID card. Identity verification is performed by a customer service representative determining whether the information acquired in this manner matches the customer's face photographed by the sensor camera 6D. Identity verification may be performed automatically by the large currency processing device 6, or by an authentication server in a data center or the like. In this case, the sensor camera 6D corresponds to the "first authentication information acquisition unit." Identity verification may not be performed in the store reception device 2. The store reception device 2 may not be equipped with a reading unit 2F.

[0074] Once identity verification is complete and the customer is able to operate the large currency handling device 6, the customer deposits or withdraws currency while operating the large currency handling device 6 on the operation display 6B. At this time, when the customer operating the operation display 6B calls a remote attendant, the remote attendant provides remote support to the customer in operating the large currency handling device 6 as needed (action #10 in Figure 7).

[0075] [Effects of the embodiment] The present disclosure relates to a financial store system used in a financial store that is equipped with a visit reception device 2 operated by a customer and multiple types of transaction processing devices (a remote customer service device 4 and a large currency processing device 6) that perform different transaction processes depending on the purpose. The visit reception device 2 is equipped with an operation display 2C (reception unit) that receives the purpose of the customer's visit to the store, and a guidance display 2A (guidance unit) that guides the customer to a target transaction processing device that corresponds to the purpose of the visit from among the multiple types of transaction processing devices.

[0076] According to the present disclosure, a reception unit is configured to receive a customer's purpose for visiting the store, and a guidance unit is configured to guide the customer to a target transaction processing device according to the customer's purpose for visiting the store. Therefore, even in a store with reduced staffing, the customer can use the appropriate transaction processing device without being confused about where to go within the store. Furthermore, by the guidance unit guiding the customer to the target transaction processing device, the risk of the customer accidentally using a transaction processing device that is in use by someone else is avoided. This realizes a financial store system that can smoothly guide customers.

[0077] In this disclosure, multiple types of transaction processing devices include a remote customer service device 4 (store-side customer service device) that transmits information regarding customer identification documents to a customer service terminal 9 operated by a remote staff member and receives information to be handed over to the customer from the customer service terminal 9, and a large currency processing device 6 (currency processing device) that is operated by the customer and processes the deposit and withdrawal of currency.

[0078] With this configuration, even if an attendant is located in a remote location, the attendant can understand the contents of the customer's identification documents and provide the necessary documents to the customer. Also, even if an attendant is located in a remote location, the currency handling device can receive and deliver currency from and to the customer.

[0079] In the present disclosure, multiple types of transaction processing devices (remote customer service device 4 and large currency processing device 6) are configured to be connected to a customer service terminal 9 operated by a staff member at a remote location to enable remote interaction with the staff member.

[0080] This configuration allows smooth communication between customers and staff.

[0081] In the present disclosure, a large currency processing device 6 (transaction processing device) is provided with a sensor camera 6D (first authentication information acquisition unit) that acquires information for identity verification from a customer.

[0082] This configuration prevents the transaction processing device from being used by someone pretending to be a legitimate customer.

[0083] In the present disclosure, the store reception device 2 is equipped with a reading unit 2F (second authentication information acquisition unit) that acquires information for identity verification from the customer, and a medium output unit 2E that issues a medium bearing information that identifies the customer.

[0084] With this configuration, identity verification can be performed at the store reception device 2. In addition, since a medium with information identifying the customer is issued, it is possible to omit identity verification at the transaction processing device (remote customer service device 4, large currency processing device 6) by utilizing the medium.

[0085] In the present disclosure, the reading unit 2F (second authentication information acquisition unit) includes a camera that takes a picture of the customer's identification card.

[0086] This configuration allows for more reliable identification of the customer.

[0087] In the present disclosure, transaction processing devices (remote customer service device 4 and large currency processing device 6) are provided in sections B and C isolated from others within a financial store, and are equipped with a detection unit 8 capable of detecting the presence of person H in the detection area within sections B and C. The guidance display 2A (guidance unit) is configured to guide a second customer waiting in line to the target transaction processing device when a first customer has finished using the target transaction processing device (either the remote customer service device 4 or the large currency processing device 6) and person H is not detected in the detection area by the detection unit 8.

[0088] This configuration more reliably prevents the second customer from mistakenly entering a section where another person (first customer) is present.

[0089] In the present disclosure, an imaging unit 7 is provided in each of sections B and C and captures an image of a person H. A detection unit 8 is configured to detect the person H in the detection area based on the image captured by the imaging unit 7.

[0090] With this configuration, the detection unit 8 can automatically detect the person H from the image captured by the imaging unit 7. This more reliably prevents the second customer from mistakenly entering an area where another person (first customer) is present, even when no store staff are present.

[0091] [Another embodiment] The present disclosure is not limited to the configurations exemplified in the above-described embodiments, and other representative embodiments of the present disclosure will be exemplified below.

[0092] (1) The present disclosure is also applicable to a method performed by a financial store system. The method is a processing method performed by a financial store system equipped with a customer-operated reception device 2 and multiple types of transaction processing devices (remote customer service device 4 and large currency processing device 6) that perform different transaction processes depending on the purpose. The method includes a reception step of receiving the customer's purpose for visiting the store and a guidance step of guiding the customer to a target transaction processing device among the multiple types of transaction processing devices (remote customer service device 4 and large currency processing device 6) that corresponds to the customer's purpose for visiting the store. Steps #01 to #03 shown in FIG. 3 are included in the reception step. Step #13 shown in FIG. 5 is included in the guidance step. The reception step is configured to receive the customer's purpose for visiting the store, and the guidance step is configured to guide the customer to the target transaction processing device according to the customer's purpose for visiting the store. Therefore, even in a store with reduced manpower, the customer can use the appropriate transaction processing device without being confused about where to go within the store. Furthermore, by guiding the customer to the target transaction processing device in the guidance step, the risk of the customer accidentally using a transaction processing device that is currently being used by someone else is avoided. This allows for a method that can smoothly guide customers.

[0093] (2) The reception unit may be configured with only voice guidance by a primary receptionist located in a remote location, for example, or may not be configured with an operation display 2C.

[0094] (3) The guidance display 2A and the interactive display 2B may be configured as an integrated display. Also, the interactive display 2B and the operation display 2C may be configured as an integrated touch panel display. Furthermore, the guidance display 2A, the interactive display 2B, and the operation display 2C may be configured as an integrated touch panel display. In this case, the reception unit and the guidance unit may be configured as an integrated unit.

[0095] (4) This embodiment is not limited to this. The reception unit of the present disclosure may be configured to automatically determine a target transaction processing device corresponding to the customer's purpose for visiting from among multiple types of transaction processing devices. The reception unit may automatically determine the target transaction processing device based on the customer's operation of operation display 2C. For example, visit reception device 2 may be equipped with an interactive AI chat function that analyzes the customer's voice and text input to obtain information regarding the customer's purpose for visiting, and the reception unit may automatically determine the target transaction processing device based on that information. Note that the reception unit of the present disclosure may be configured to automatically obtain the customer's purpose for visiting from a reservation system (not shown). In this case, the customer may enter a reservation number on operation display 2C or have sensor camera 2D scan a graphic code (e.g., a QR code (registered trademark), a data matrix, a barcode, a color code, etc.) containing reservation information.

[0096] (5) The multiple types of transaction processing devices are not limited to the store reception device 2 and the large currency processing device 6. The multiple types of transaction processing devices may include an automated teller machine 1 (ATM) or a small currency processing device 5.

[0097] (6) In the above-described embodiment, the sensor camera 4C of the remote customer service device 4 and the sensor camera 6D of the large currency processing device 6 are exemplified as the first authentication information acquisition unit. The first authentication information acquisition unit may be only one of the sensor camera 4C and the sensor camera 6D.

[0098] (7) A camera may be installed at the entrance to the remote customer service area B, and facial recognition may be performed using this camera to unlock the locked door at the entrance to the remote customer service area B.

[0099] (8) The entrance to the self-service deposit / withdrawal section C may be equipped with an electrically locked door and a camera, and facial recognition may be performed using this camera to unlock the locked door at the entrance to the self-service deposit / withdrawal section C. By locking the self-service deposit / withdrawal section C before a customer enters or while the customer is operating the section, the security of the section can be improved.

[0100] (9) The guiding unit may be, for example, a display or a colored light provided in each of the remote customer service section B and the self-service deposit / withdrawal section C. For example, if a stranger is present in a section, the guiding unit may be configured to display the presence of the stranger on a display, or the guiding unit may be configured to alert the presence of the stranger by changing the color of the colored light. Also, for example, if a stranger is present in a section, the guiding unit may be configured to change the color of the lighting in the section to prevent customers from entering by mistake.

[0101] (10) A human presence sensor may be provided instead of the imaging unit 7. In this case, the detection unit 8 may be configured to detect a person H in each of the detection areas of the remote customer service section B and the self-service deposit / withdrawal section C based on the detection results of the human presence sensor. Alternatively, both the imaging unit 7 and the human presence sensor may be provided, and the detection unit 8 may be configured to detect a person H based on the detection results of both the imaging unit 7 and the human presence sensor.

[0102] (11) The detection unit 8 may be configured to detect the number of people H based on the skeletal information 10 of the people H in the detection area within the section. That is, the detection unit 8 may be configured to be able to detect the number of people H in the detection area based on a captured image. With this configuration, people H present in the section are reliably detected from the captured image. This more reliably prevents a second customer from accidentally entering a section where another person (first customer) is present. Furthermore, with this configuration, it is possible to register the presence of multiple people in the section, enabling a configuration that reliably encourages people to leave the section based on the number of people. Note that the detection unit 8 may also be configured to notify store staff that there are multiple users in the section and prompt the store staff to check for safety.

[0103] (12) After the customer and the customer service representative at the on-site reception device 2 have interacted, a store staff member stationed in the backroom D may take over and assist the customer. For example, when an alarm or error occurs in the remote reception device 4, the small currency processing device 5, or the large currency processing device 6, or when processing currency that cannot be handled by the large currency processing device 6 (for example, old banknotes, special gold coins, foreign currency, etc.), the store staff member may take over and assist the customer.

[0104] The configurations disclosed in the above-described embodiments (including other embodiments, the same applies hereinafter) can be applied in combination with configurations disclosed in other embodiments, as long as no contradiction occurs. Furthermore, the embodiments disclosed in this specification are merely examples, and the embodiments of the present disclosure are not limited thereto and can be appropriately modified within the scope of the present disclosure. [Industrial Applicability]

[0105] The present disclosure is applicable to financial store systems and methods performed by financial store systems. [Explanation of symbols]

[0106] 2: Store reception device 2A: Guidance display (guidance section) 2B: Interactive display (reception area) 2C: Operation display (reception area) 2E: Media output section 2F: Reading unit (second authentication information acquisition unit) 4: Remote customer service device (store-side customer service device) 4C: Sensor camera (first authentication information acquisition unit) 4D: Card reader (first authentication information acquisition unit) 4E: Document scanner (first authentication information acquisition unit) 6: Large currency processing equipment (currency processing equipment) 6D: Sensor camera (first authentication information acquisition unit) 7: Imaging unit 8: Detection unit 9: Customer service terminal B: Remote reception area (area) C: Self-service deposit and withdrawal area (area) H: Person

Claims

1. A financial store system for use in a financial store, which is equipped with a store reception device operated by a customer and a plurality of types of transaction processing devices that execute different transaction processes depending on the purpose, A financial store system in which the store reception device is equipped with a reception unit that receives the customer's purpose for visiting the store and a guidance unit that guides the customer to a target transaction processing device that corresponds to the purpose of visiting from among the multiple types of transaction processing devices.

2. The plurality of types of transaction processing devices, a store-side customer service device that transmits information relating to the customer's confirmation document to a customer service terminal operated by a remote staff member and receives information to be handed over to the customer from the customer service terminal; 2. The financial store system according to claim 1, further comprising: a currency processing device that is operated by the customer and processes the deposit and withdrawal of currency.

3. 3. The financial store system according to claim 1, wherein at least one of the plurality of types of transaction processing devices is configured to be connected to a customer service terminal operated by a remote staff member so as to enable remote interaction with the staff member.

4. 3. The financial store system according to claim 1, wherein at least one of the transaction processing devices is provided with a first authentication information acquisition unit that acquires information for identity verification from the customer.

5. The store reception device, a second authentication information acquisition unit that acquires information for identity verification from the customer; 3. The financial store system according to claim 1, further comprising: a medium output unit that issues a medium bearing information identifying the customer.

6. The financial store system according to claim 5 , wherein the second authentication information acquisition unit includes a camera that takes a photo of the customer's identification card.

7. the transaction processing device is located in a separate area within the financial store; a detection unit capable of detecting the presence of a person in a detection area within the section; The financial store system of claim 1 or 2, wherein the guidance unit is configured to guide a second customer waiting in line to the target transaction processing device when a first customer has finished using the target transaction processing device and the person is not detected in the detection area by the detection unit.

8. an imaging unit that is provided in the compartment and captures an image of the person; The financial store system according to claim 7 , wherein the detection unit is configured to detect the person in the detection area based on an image captured by the imaging unit.

9. The financial store system according to claim 8 , wherein the detection unit is configured to be able to detect the number of people in the detection area based on the captured image.

10. A processing method performed by a financial store system that is equipped with a reception device operated by a customer and multiple types of transaction processing devices that perform different transaction processes depending on the purpose, comprising: The method includes: a reception step of receiving the customer's purpose for visiting the store; and a guidance step of guiding the customer to a target transaction processing device corresponding to the purpose of visiting the store from among the plurality of types of transaction processing devices.

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