Information processing system and response controller

Abstract

To provide a mechanism which can increase the efficiency of a response task with respect to inquiry from a user.SOLUTION: An information processing system comprises: an automated transaction device which executes transactions with customers; a call device for calling by the customer; a generator which generates response information corresponding to response information generation instructions; and a response controller which generates the response information generation instructions to input them to the generator on the basis of state information indicating a state of the automated transaction device, and the inquiry information from the customer received by the call device, and controls processing which outputs the response information generated by the generator.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to an information processing system and a response control device. [Background technology]

[0002] In recent years, there has been a demand for technology that can improve the efficiency of responding to inquiries from users. In particular, in response work, automatic responses by computers are increasingly being used in addition to responses by operators. For example, Patent Document 1 listed below discloses a technology that responds to inquiries from users by either an operator or an automatic response by a chatbot. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-179722 Summary of the Invention [Problem to be solved by the invention]

[0004] However, the technology disclosed in Patent Document 1 has only recently been developed, and there is still room for improvement in various respects.

[0005] Therefore, the present invention has been made in consideration of the above problems, and an object of the present invention is to provide a system that can make the process of responding to inquiries from users more efficient. [Means for solving the problem]

[0006] In order to solve the above problem, according to one aspect of the present invention, an information processing system is provided which includes an automatic transaction device that executes transactions with a customer, a communication device for the customer to make a call, a generation device that generates response information corresponding to a response information generation instruction, and a response control device that generates the response information generation instruction based on status information indicating the status of the automatic transaction device and inquiry information from the customer accepted by the communication device, inputs the response information generation instruction to the generation device, and controls the process of outputting the response information generated by the generation device.

[0007] The information processing system may further include an operator terminal for an operator monitoring the automatic transaction device, and the response control device may select either a first response method or a second response method as the response method based on the response information, and if the first response method is selected, cause the communication device to output a voice corresponding to the response information, and if the second response method is selected, cause the operator terminal to output the response information.

[0008] The response control device may select the response method based on the response information.

[0009] The response control device may select the second response method when the response information includes a specific term.

[0010] The response control device may select the response method based on at least one of the status information and the inquiry information.

[0011] The response control device may select the first response method when the inquiry information corresponds to a standard question.

[0012] When the second response method is selected, the response control device may cause the operator terminal to output, in addition to the response information, information indicating a countermeasure that the operator can take corresponding to the response information.

[0013] The information indicating the countermeasure may include information regarding remote operation of the automated transaction device, or information regarding an instruction to dispatch staff to the automated transaction device.

[0014] The response control device may generate the response information generation instruction including a constraint based on the inquiry information or the status information.

[0015] In addition, in order to solve the above problem, according to another aspect of the present invention, a response control device is provided, which includes a control unit that generates a response information generation instruction based on status information indicating the status of an automatic transaction device that executes transactions with a customer and inquiry information from the customer received by a communication device through which the customer makes a call, inputs the instruction to a generation device, and controls the process of outputting response information corresponding to the response information generation instruction generated by the generation device. [Effects of the Invention]

[0016] As described above, according to the present invention, it is possible to make the response work to inquiries from users more efficient. [Brief explanation of the drawings]

[0017] [Figure 1] 1 is a block diagram showing an example of the configuration of a system 1 according to an embodiment of the present invention. [Figure 2] FIG. 3 is a sequence diagram showing an example of the flow of processing executed by the system 1 according to the present embodiment. [Figure 3] FIG. 2 is a block diagram showing an example of a hardware configuration of the information processing device according to the present embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0018] Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. In this specification and drawings, components having substantially the same functional configurations are designated by the same reference numerals, and redundant explanations will be omitted.

[0019] <1. Configuration example> Fig. 1 is a block diagram showing an example of the configuration of a system 1 according to an embodiment of the present invention. As shown in Fig. 1, the system 1 includes an ATM (Automatic Teller Machine) 21, an autophone 22, a monitoring server 31, a CTI (Computer Telephony Integration) server 32, a response control server 33, an operator terminal 34, and a generating AI (Artificial Intelligence) 41. These devices are connected to each other via a network 9 (9A to 9D) so as to be able to communicate with each other.

[0020] When a customer using the ATM 21 has an inquiry about a transaction using the ATM 21, the customer uses the autophone 22 to make an inquiry by voice. The inquiry may be about not knowing how to operate the ATM 21, or about the ATM 21 not working properly, etc. The system 1 according to this embodiment responds appropriately to the inquiry from the customer by appropriate means.

[0021] (ATM Corner 2) The ATM 21 and the autophone 22 are arranged in an ATM corner 2. The ATM corner 2 is a section in which the ATM 21 is arranged. The ATM corner 2 is arranged, for example, in a branch of a financial institution such as a bank that provides the ATM 21, or in a commercial facility.

[0022] The ATM 21 is an automated teller machine that executes transactions with customers. The ATM 21 includes interfaces such as a display and a touch panel that input and output information to and from customers, a device for processing cash, and a device for processing media such as passbooks. The ATM 21 can execute various transactions such as depositing and withdrawing cash, transferring money, remittance, and writing to a passbook.

[0023] The ATM 21 and the monitoring server 31 are connected via a network 9A. The network 9A is, for example, a dedicated network that connects the monitoring center 3 with a financial institution that provides the ATM 21.

[0024] The ATM 21 appropriately transmits status information indicating the status of the ATM 21 to the monitoring server 31. The status information may include, for example, details of a transaction currently being executed by the ATM 21, a history of transactions previously executed by the ATM 21, the stored cash balance, details of a failure that has occurred, or a memory dump. The status information is assumed to be text data. The ATM 21 may transmit the status information to the monitoring server 31 when a failure occurs in the ATM 21 or when the status of the ATM 21 changes.

[0025] The autophone 22 is a communication device used by customers using the ATM 21 to make calls. The autophone 22 includes an audio input device such as a microphone that receives voice and generates audio data, and an audio output device such as a speaker that plays back the audio data and emits the audio. When a customer picks up the autophone 22, the autophone 22 calls a preset destination. The destination of the call from the autophone 22 is the CTI server 32.

[0026] Autophone 22 and CTI server 32 are connected via network 9B, which may be, for example, a telephone line or an IP (Internet Protocol) telephone network.

[0027] There is a one-to-one correspondence between ATMs 21 and autophones 22. For example, an autophone 22 is installed next to an ATM 21. Therefore, a customer who uses an ATM 21 can use the autophone 22 that corresponds to that ATM 21.

[0028] (Monitoring Center 3) The monitoring server 31, CTI server 32, response control server 33, and operator terminal 34 are located in the monitoring center 3. The monitoring center 3 is a facility that monitors the overall operation of the ATM 21. Here, monitoring includes monitoring whether or not a fault has occurred in the ATM 21, taking measures to resolve the fault, and providing support to customers who use the ATM 21.

[0029] The devices in the monitoring center 3 are connected via a network 9C. The network 9C is, for example, a local network.

[0030] The monitoring server 31 is a device that monitors the ATM 21. The monitoring server 31 receives status information from the ATM 21 and transmits it to the response control server 33.

[0031] The CTI server 32 is a server that links telephones and computers. For example, the CTI server 32 controls calls related to the autophone 22, such as incoming and outgoing calls, putting calls on hold, automatic answering, recording call content, and transferring calls to an operator.

[0032] In particular, the CTI server 32 has the function of converting voice data to and from text data. The CTI server 32 can convert the voice data of the customer input to the autophone 22 into text data (hereinafter also referred to as inquiry information) and transmit it to the response control server 33. The CTI server 32 can also convert the text data (hereinafter also referred to as response information) received from the response control server 33 into voice data and play it back on the autophone 22.

[0033] The response control server 33 is a response control device equipped with a control unit that controls the overall process of responding to inquiries from customers. The response control server 33 generates a response information generation instruction based on status information acquired from the ATM 21 via the monitoring server 31 and inquiry information acquired from the autophone 22 via the CTI server 32, and sends the instruction to the generation AI 41. The response control server 33 then acquires the response information generated by the generation AI 41 and presents it to the customer via the autophone 22 or an operator operating the operator terminal 34. Here, the response information generation instruction is text data equivalent to a so-called prompt. The response information is text data corresponding to the response information generation instruction, which is a prompt.

[0034] The response control server 33 and the generation AI 41 are connected via a network 9D, which may be the Internet, for example.

[0035] The operator terminal 34 is a terminal device operated by an operator who monitors the ATM 21. The operator terminal 34 is connected to the autophone 22 to enable communication between the operator and the customer.

[0036] (Cloud 4) The cloud 4 is a computer resource available via a network, and is composed of various hardware such as servers, storage, and databases. The cloud 4 may be provided by an entity other than the financial institution that provides the ATM 21. The cloud 4 provides the generated AI 41.

[0037] The generation AI 41 is software that generates and outputs information based on input information. For example, the generation AI 41 outputs text data corresponding to input text data. The generation AI 41 may be, for example, a trained neural network.

[0038] The computer resource that provides the generation AI 41 is an example of a generation device that generates response information corresponding to a response information generation instruction. That is, the generation AI 41 receives a prompt and generates response information corresponding to the input prompt. The generation AI 41 is trained in advance based on training data consisting of combinations of prompts and response information corresponding to the prompts.

[0039] <2. Technical Features> The response control server 33 acquires status information indicating the status of the ATM 21 and customer inquiry information received by the autophone 22 associated with the ATM 21. The status information and the inquiry information are associated with each other based on the identification information of the ATM 21 that sent the status information and the identification information of the autophone 22 that obtained the inquiry information.

[0040] The response control server 33 generates a prompt based on the acquired status information and inquiry information and sends it to the generation AI 41. Specifically, the response control server 33 assigns the role of an operator monitoring the ATM 21 to the generation AI 41 and generates a prompt requesting the generation AI 41 to generate response information corresponding to the status information and inquiry information. For example, the response control server 33 generates a prompt such as, "Your role is an operator monitoring the ATM. The status of the ATM is.... You have received an inquiry from a customer that reads.... Please tell us how to respond."

[0041] The response control server 33 may generate a prompt including a constraint based on the inquiry information or the status information. For example, if the inquiry information indicates that the customer speaks rudely or if the status information indicates that the ATM 21 has a problem, the response control server 33 may generate a prompt including a constraint such as, "Please tell me how to respond in the form of an apology." As another example, if the inquiry information includes a request such as, "Please hurry," the response control server 33 may generate a prompt including a constraint such as, "Please tell me how to respond in 100 characters or less." This configuration enables the generation AI 41 to generate an appropriate response according to the status of the customer or the ATM 21 and present it to the customer.

[0042] The response control server 33 may generate a prompt based on either the status information or the inquiry information. For example, if a customer inquires "Where is the nearest branch from here?" on the autophone 22 without operating the ATM 21, the response control server 33 may generate a prompt based only on the inquiry information. Also, if a failure occurs in the ATM 21, the response control server 33 may generate a prompt based only on the status information.

[0043] The response control server 33 then controls the process of outputting the response information generated by the generation AI 41. Specifically, the response control server 33 controls the process of presenting the response information to the customer by automatic response or operator response. This configuration makes it possible to resolve customer inquiries.

[0044] Here, the response control server 33 selects either an automatic response or an operator response as the response method based on the response information. With this configuration, it is possible to present a response to a customer's inquiry in an appropriate manner.

[0045] Automatic response is an example of a first response method. When automatic response is selected, the response control server 33 causes the autophone 22 to output a voice corresponding to the response information. For example, the response control server 33 converts the response information, which is text data, into voice data using TTS (Text to Speech) technology and plays it on the autophone 22. This configuration allows customers to quickly receive an appropriate response to their inquiries. Furthermore, since the operator's work is eliminated, the operator's work efficiency can be dramatically improved.

[0046] The operator response is an example of a second response method. When the operator response is selected, the response control server 33 outputs response information from the operator terminal 34. For example, the response control server 33 displays the response information on the operator terminal 34. With this configuration, the operator can talk to the customer while referring to the response information and resolve the customer's inquiry. In other words, the operator does not need to listen to the customer's inquiry or consider the response content from scratch by referring to a manual, etc., which can dramatically improve the operator's work efficiency.

[0047] The response control server 33 may select a response method based on the response information. For example, the response control server 33 may select an operator response for response information that is deemed to pose a risk if an automatic response is used, and may select an automatic response otherwise. This configuration makes it possible to select a response method appropriate for the customer.

[0048] An example of response information that is considered risky when automated is response information that includes specific terms such as technical terms or names of services provided independently by financial institutions. For such response information, selecting an operator response allows the customer to receive a detailed verbal explanation from the operator.

[0049] Another example of response information that is considered risky when automated is response information that includes specific terms such as "This is suspected to be a bank transfer fraud." For such response information, selecting an operator response allows the customer to verbally consult with the operator and avoid becoming a victim of a crime.

[0050] The response control server 33 may select a response method based on at least one of the status information and the inquiry information. As an example, the response control server 33 may select an automatic response when the inquiry information corresponds to a routine question, and may select an operator response when the inquiry information corresponds to an unroutine question. Whether the inquiry information corresponds to a routine question or an unroutine question may be determined, for example, based on whether the inquiry information includes a specific term or the number of times similar inquiry information to the inquiry information currently input by the customer has been input in the past (i.e., based on whether the inquiry information is a frequently asked question). Whether the inquiry information corresponds to a routine question or an unroutine question may be determined based on the status information or on the response information. As another example, the response control server 33 may select an operator response when a failure occurs in the ATM 21. This configuration makes it possible to select a response method appropriate for the customer.

[0051] Here, the operator may not only respond verbally to the customer but also take various countermeasures. One example of a countermeasure is to attempt to restore the ATM 21 by remotely operating the ATM 21 using the operator terminal 34. Another example of a countermeasure is to issue a dispatch instruction to a security company or a maintenance company. Staff from the security company or maintenance company will restore the ATM 21 on-site and assist the customer.

[0052] When an operator response is selected, the response control server 33 may output, in addition to the response information, information indicating a countermeasure that the operator corresponding to the response information can take, via the operator terminal 34. For example, when the response information includes specific terms such as "restart," "mobilize security," or "load cash," the response control server 33 may output, via the operator terminal 34, information indicating a countermeasure corresponding to these specific terms. With this configuration, the operator does not need to independently consider an appropriate countermeasure by referring to a manual, for example, and therefore the operator's work efficiency can be dramatically improved.

[0053] The information indicating the countermeasures that the operator can take may include information regarding remote operation of the ATM 21. The information regarding remote operation of the ATM 21 may include, for example, commands, procedures, and points to note for restarting the ATM 21 or causing the ATM 21 to execute a predetermined program. This configuration can reduce the time that the operator spends considering the details of remote operation of the ATM 21.

[0054] The information indicating possible countermeasures that the operator can take may include information regarding an instruction to dispatch staff to the ATM 21. The information regarding an instruction to dispatch staff to the ATM 21 may include, for example, contact information for a security company or a maintenance company, the content of the dispatch instruction, etc. This configuration can reduce the time that the operator spends considering the content of the dispatch instruction to the security company or the maintenance company.

[0055] The response control server 33 may previously construct a database (DB) in which specific terms are associated with information indicating countermeasures corresponding to the specific terms, and extract information indicating countermeasures corresponding to the specific terms included in the response information from the DB. Specifically, the response control server 33 may use "restart" included in the response information as a search key to extract a remote command for restarting the ATM 21 from the DB and output the command via the operator terminal 34. Furthermore, the response control server 33 may use "cash loading" included in the response information as a search key to extract from the DB the contents of a dispatch instruction to request a maintenance company to open the housing of the ATM 21 and load cash, and output the command via the operator terminal 34.

[0056] <3. Processing flow> 2 is a sequence diagram showing an example of the flow of processing executed by the system 1 according to this embodiment. This sequence involves the ATM 21, the autophone 22, the monitoring server 31, the CTI server 32, the response control server 33, the operator terminal 34, and the generation AI 41.

[0057] 2, first, the ATM 21 transmits status information to the monitoring server 31 (step S102). Next, the monitoring server 31 transmits the status information received from the ATM 21 to the response control server 33 (step S104).

[0058] Additionally, the autophone 22 transmits voice data relating to the inquiry input by the customer to the CTI server 32 (step S106). Next, the CTI server 32 converts the voice data into text data and transmits the converted text data as inquiry information to the response control server 33 (step S108).

[0059] The response control server 33 associates the status information received in step S104 with the inquiry information received in step S106 based on the identification information of the ATM 21 and the identification information of the autophone 22. The response control server 33 then generates a prompt based on the associated status information and inquiry information (step S110). The response control server 33 then transmits the generated prompt to the generation AI 41 (step S112).

[0060] Next, the generation AI 41 generates response information based on the received prompt (step S114) and transmits it to the response control server 33 (step S116).

[0061] Next, the response control server 33 selects a response method (step S118). At this time, the response control server 33 may select the response method based on the response information. Alternatively, the response control server 33 may select the response method based on at least one of the status information and the inquiry information.

[0062] If automatic response is selected in step S118, the response control server 33 transmits the response information to the CTI server 32 (step S120). Next, the CTI server 32 converts the response information, which is text data, into voice data and transmits it to the autophone 22 (step S122). Next, the autophone 22 plays back the received voice data (step S124).

[0063] If operator response is selected in step S118, the response control server 33 transmits response information to the operator terminal 34 (step S126). Then, the operator terminal 34 displays the received response information (step S128). Next, the operator terminal 34 establishes a connection with the autophone 22 to establish a call between the operator and the customer (step S130). The operator can communicate with the customer and resolve the inquiry while referring to the response information displayed on the operator terminal 34.

[0064] In step S126, the response control server 33 may transmit, together with the response information, information indicating a solution that the operator corresponding to the response information can implement to the operator terminal 34. In this case, in step S128, the operator terminal 34 displays the information indicating the solution together with the response information. Then, in step S130, the operator can communicate with the customer and implement the displayed solution.

[0065] <4. Hardware configuration example> Next, the hardware configuration of the information processing device according to this embodiment will be described with reference to Fig. 3. Fig. 3 is a block diagram showing an example of the hardware configuration of the information processing device according to this embodiment. Note that the information processing device 900 shown in Fig. 3 can realize, for example, the response control server 33 shown in Fig. 1. Information processing by the response control server 33 according to this embodiment is realized by cooperation between software and hardware described below.

[0066] As shown in FIG. 3, the information processing device 900 includes a CPU (Central Processing Unit) 901, a ROM (Read Only Memory) 902, a RAM (Random Access Memory) 903, a host bus 904, a bridge 905, an external bus 906, an interface 907, an input device 908, an output device 909, a storage device 910, and a communication device 911.

[0067] The CPU 901 functions as an arithmetic processing unit and control unit, and controls the overall operation of the information processing device 900 in accordance with various programs. The CPU 901 may also be a microprocessor. The ROM 902 stores programs used by the CPU 901, calculation parameters, etc. The RAM 903 temporarily stores programs used in the execution of the CPU 901, and parameters that change as appropriate during the execution. These are interconnected by a host bus 904 consisting of a CPU bus, etc. The CPU 901 functions as a control unit that controls the overall processing of responding to customer inquiries in the response control server 33, for example.

[0068] The host bus 904 is connected to an external bus 906, such as a PCI (Peripheral Component Interconnect / Interface) bus, via a bridge 905. It is not necessary to configure the host bus 904, bridge 905, and external bus 906 separately, and these functions may be implemented on a single bus.

[0069] The input device 908 is composed of input means for the user to input information, such as a mouse, keyboard, touch panel, button, microphone, switch, and lever, and an input control circuit that generates an input signal based on the user's input and outputs it to the CPU 901. By operating this input device 908, the user who operates the information processing device 900 can input various data to the information processing device 900 and instruct the information processing device 900 to perform processing operations.

[0070] The output device 909 may include, for example, a display device that outputs visual information, such as a liquid crystal display (LCD) device, an organic light emitting diode (OLED) device, or a lamp. The output device 909 may include an audio output device that outputs auditory information, such as a speaker. The output device 909 may include a tactile presentation device that outputs tactile information, such as an eccentric motor.

[0071] The storage device 910 is a device for storing data. The storage device 910 may include a storage medium, a recording device for recording data on the storage medium, a reading device for reading data from the storage medium, and a deleting device for deleting data recorded on the storage medium. The storage device 910 is configured, for example, with an HDD (Hard Disk Drive). This storage device 910 drives a hard disk and stores programs executed by the CPU 901 and various data. The storage device 910 may store, for example, in the response control server 33, specific terms that serve as criteria for selecting a response method, the number of times inquiry information has been input in the past, and a database related to response methods.

[0072] The communication device 911 is, for example, a communication interface configured with a communication device for connecting to a network, etc. The communication device 911 may be compatible with either wireless communication or wired communication.

[0073] The above describes an example of a hardware configuration capable of realizing the functions of the information processing device 900 according to this embodiment. Each of the above components may be realized using general-purpose components, or may be realized by hardware specialized for the function of each component. Therefore, the hardware configuration used can be changed as appropriate depending on the technical level at the time of implementing this embodiment.

[0074] <5. Supplementary Information> Although the preferred embodiments of the present invention have been described in detail above with reference to the accompanying drawings, the present invention is not limited to these examples. It is clear that a person skilled in the art to which the present invention pertains can conceive of various modifications and alterations within the scope of the technical ideas set forth in the claims, and it is understood that these also naturally fall within the technical scope of the present invention.

[0075] In the above embodiment, an example has been described in which the system 1 has one set of the ATM 21 and the autophone 22, but the present invention is not limited to such an example. The system 1 may have multiple sets of the ATM 21 and the autophone 22. Similarly, the system 1 may have multiple operator terminals 34.

[0076] In the above embodiment, an example in which the response information is text data has been described, but the present invention is not limited to such an example. The response information may include various types of data, such as audio data or images, in addition to or instead of the text data.

[0077] In the above embodiment, an example in which the response control server 33 is configured independently has been described, but the present invention is not limited to such an example. For example, the monitoring server 31 or the CTI server 32 may be equipped with the function of the response control server 33.

[0078] In the above embodiment, an example has been described in which the generated AI 41 is provided by an entity other than the financial institution that provides the ATM 21, but the present invention is not limited to such an example. The generated AI 41 may be provided by the financial institution that provides the ATM 21. Furthermore, the generated AI 41 may be installed in the response control server 33.

[0079] In the above embodiment, the ATM 21 is given as an example of an automated teller machine, but the present invention is not limited to this example. The automated teller machine may be a vending machine, an automatic ticket vending machine, or the like.

[0080] The series of processes performed by each device described herein may be implemented using software, hardware, or a combination of software and hardware. The software programs may be stored in advance, for example, on a recording medium (more specifically, a non-transitory computer-readable storage medium) internal or external to each device. Each program is loaded into a random access memory (RAM) and executed by a processing circuit such as a central processing unit (CPU). The recording medium may be, for example, a magnetic disk, an optical disk, a magneto-optical disk, or a flash memory. The computer program may be distributed, for example, via a network without using a recording medium. The computer may be an application-specific integrated circuit (ASIC), a general-purpose processor that executes functions by loading a software program, or a computer on a server used in cloud computing. The series of processes performed by each device described herein may be centrally processed by a single computer or distributed across multiple computers. Furthermore, in each of the above embodiments, two or more communication means present in one device may be physically implemented on a single medium.

[0081] Furthermore, the processes described herein using flowcharts or sequence diagrams do not necessarily have to be performed in the order shown. Some process steps may be performed in parallel. Furthermore, additional process steps may be employed, and some process steps may be omitted. [Explanation of symbols]

[0082] 1 System 2 ATM corner 21 ATM 22 Autophone 3 Monitoring Center 31 Monitoring Server 32 CTI Server 33 Response Control Server 34 Operator Terminal 4. Cloud 41 Generation AI 9A, 9B, 9C, 9D Network

Claims

1. an automated transaction device for executing transactions with customers; a communication device for the customer to make a call; a generating device that generates response information in response to a response information generation instruction; a response control device that generates the response information generation instruction based on status information indicating the status of the automated transaction device and inquiry information from the customer accepted by the communication device, inputs the instruction to the generation device, and controls a process of outputting the response information generated by the generation device; An information processing system comprising:

2. the information processing system further includes an operator terminal for an operator monitoring the automated transaction device; The response control device includes: selecting either a first response method or a second response method as a response method based on the response information; When the first response method is selected, a voice corresponding to the response information is output from the communication device; When the second response method is selected, the response information is output by the operator terminal. The information processing system according to claim 1 .

3. The response control device selects the response method based on the response information. The information processing system according to claim 2 .

4. the response control device selects the second response method when the response information includes a specific term; The information processing system according to claim 3 .

5. the response control device selects the response method based on at least one of the status information and the inquiry information. The information processing system according to claim 2 .

6. the response control device selects the first response method when the inquiry information corresponds to a standard question; The information processing system according to claim 5 .

7. When the second response method is selected, the response control device causes the operator terminal to output, in addition to the response information, information indicating a handling method that the operator can execute corresponding to the response information. The information processing system according to claim 2 .

8. the information indicating the countermeasure includes information regarding remote operation of the automated transaction device or information regarding an instruction to dispatch staff to the automated transaction device, The information processing system according to claim 7 .

9. the response control device generates the response information generation instruction including a constraint condition based on the inquiry information or the status information. The information processing system according to claim 1 .

10. a control unit that generates a response information generation instruction based on status information indicating the status of an automated transaction device that executes a transaction with a customer and inquiry information from the customer accepted by a communication device through which the customer makes a call, inputs the instruction to a generation device, and controls a process of outputting response information corresponding to the response information generation instruction generated by the generation device; A response control device comprising:

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