Remote response system and processing unit

Abstract

This reduces the burden on operators who provide remote support to users of the processing equipment. [Solution] The system includes a field terminal 100 as a first terminal, which is provided on or located near the processing device 300 and capable of exchanging messages with an external device, and a remote response terminal 200 as a second terminal, which is capable of exchanging messages with multiple field terminals 100 and is operated by an operator who responds to users of multiple processing devices 300. The remote response terminal 200 includes a display means for displaying images related to the multiple processing devices 300, an acquisition means for acquiring information about the multiple processing devices 300, and a display control means for controlling the display mode of the multiple processing devices 300 displayed on the display means based on the information about the multiple processing devices 300 acquired by the acquisition means.

Description

Technical Field

[0001] The present invention relates to a remote support system and a processing device.

Background Art

[0002] There is a customer service system in which multiple stores are served by multiple operators. Patent Document 1 discloses a customer service system including a plurality of store terminals, a plurality of operator terminals, and a management device capable of communicating with the store terminals and the operator terminals. The management device includes a virtual waiting room configuration unit that configures a virtual waiting room in which the operator terminals are made to wait in a selectable state for customer service via the store terminals, and a virtual customer service room configuration unit that configures a virtual customer service room that enables customer service between the operator terminal of the operator who has selected the customer service and the selected store terminal.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Since the task of monitoring the states of a plurality of processing devices is burdensome, there is a demand for reducing the workload of operators.

[0005] An object of the present invention is to reduce the burden on an operator who remotely supports a user of a processing device.

Means for Solving the Problems

[0006] To achieve the above objective, the present invention provides a remote response system comprising: a first terminal provided in or located near a processing device that accepts user operations and executes processing, and capable of exchanging messages with an external device; and a second terminal that can connect to a plurality of first terminals and exchange messages, and is operated by an operator who responds to users of the plurality of processing devices, wherein the second terminal comprises: a display means for displaying images relating to the plurality of processing devices; an acquisition means for acquiring information relating to the plurality of processing devices; and a display control means for controlling the display mode of the plurality of processing devices displayed on the display means based on the information relating to the plurality of processing devices acquired by the acquisition means. Here, the display control means of the second terminal may cause each of the multiple processing units to be displayed on the display means in any of the display modes, including at least a normal display and a warning display that draws the operator's attention, according to the information of the processing unit acquired by the acquisition means. Furthermore, the display control means of the second terminal may, in the warning display, cause the display means to display either a first warning display that prompts the operator's attention or a second warning display that prompts the operator's attention and requests the operator to respond to the user, depending on the information of the processing device acquired by the acquisition means. Furthermore, the display control means of the second terminal may also cause the display means to display, in a manner that indicates that the processing device is not subject to user interaction among the multiple processing devices displayed by the display means. Furthermore, the second terminal may also be configured to include a holding means for holding response information acquired through message exchange with the user by the operator, and a transmission control means for connecting to a staff terminal operated by a field staff member who is face-to-face with the user near the processing device and transmitting the response information held in the holding means when the user interaction is handed over to the field staff member. Furthermore, the present invention also relates to a remote response system comprising: a first terminal provided in or located near a processing device that receives user operations and executes processing, and capable of exchanging messages with an external device; a second terminal capable of exchanging messages with a plurality of first terminals and operated by an operator who remotely responds to users of a plurality of processing devices; and a third terminal capable of sending and receiving data with the second terminal and operated by a field staff member who responds to users face-to-face near the processing device, wherein the second terminal comprises a holding means for holding response information acquired in responding to a user, and a transmission control means for transmitting the response information held in the holding means to the third terminal when the response to the user is handed over to the field staff member. Furthermore, the present invention relates to a remote response system comprising: a first terminal provided in or located near a processing device that receives user operations and executes processing, and capable of exchanging messages with an external device; a second terminal that can exchange messages with a plurality of first terminals and is operated by an operator who remotely responds to users of a plurality of processing devices; and a third terminal that can send and receive data by connecting to the second terminal and is operated by a field staff member who responds to users face-to-face near the processing device, wherein the third terminal comprises a holding means for holding response information acquired in responding to a user, and a transmission control means for transmitting the response information held in the holding means to the second terminal when the response to the user is handed over to the operator. Furthermore, the present invention relates to a processing device comprising: a receiving means for receiving operations by a user; a processing means for executing processing related to a specific medium in response to the operations received by the receiving means; a connecting means for connecting to an external device; a transmission control means for transmitting information regarding the state of the device itself to the external device; and an input / output means for inputting and outputting messages by means including at least voice, characterized in that it is capable of sending and receiving messages with an external device connected by the connecting means. [Effects of the Invention]

[0007] According to the present invention, the burden on operators who provide remote support to users of the processing device can be reduced. [Brief explanation of the drawing]

[0008] [Figure 1] This is a diagram showing the configuration of the remote support system according to this embodiment. [Figure 2] This is a diagram showing the configuration of the processing unit. [Figure 3] This diagram shows the configuration of the field terminal. [Figure 4] This diagram shows the configuration of the remote support terminal. [Figure 5] This figure shows an example of a monitoring screen. [Figure 6] Figure 5 shows an example of the monitoring screen displaying the status of each store. [Figure 7] This diagram shows an example of the corresponding screen. [Figure 8] This figure shows an example of the correspondence between notification information and warning signs. [Figure 9] This is another example of the configuration of the remote support system according to this embodiment. [Figure 10] This figure shows yet another configuration example of the remote support system according to this embodiment. [Figure 11] This diagram shows the configuration of terminals for field staff. [Modes for carrying out the invention]

[0009] Embodiments of the present invention will be described in detail below with reference to the attached drawings. <System Configuration> Figure 1 shows the configuration of the remote response system according to this embodiment. The remote response system of this embodiment is a system that remotely provides customer service and other support at a store or other location, depending on the status and operation of the processing device 300 operated by the user. The remote response system of this embodiment is configured to include a field terminal 100 and a remote response terminal 200.

[0010] The on-site terminal 100 is arranged at the site where the processing device 300 is installed. Here, it is assumed that the processing device 300 is installed in the store 10. In the example shown in FIG. 1, the on-site terminal 100 is arranged in each store 10 where the processing device 300 is installed. The on-site terminal 100 is an example of a first terminal.

[0011] The remote support terminal 200 is arranged, for example, at the center and is operated by an operator. In the example shown in FIG. 1, the on-site terminal 100 and the remote support terminal 200 arranged for each store 10 are connected via the network 20. The remote support terminal 200 is an example of a second terminal.

[0012] The network 20 may be any network that can connect the on-site terminal 100 and the remote support terminal 200 to enable data exchange, and the type of line, connection method, etc. are not particularly limited. For example, it may be connected via a dedicated line, or a VPN (Virtual Private Network) may be set up on the Internet for connection. In FIG. 1, a plurality of stores 10 (store A, store B, store C,...) are numbered, and are described as store 10A, 10B, 10C,.... The processing device 300 and the on-site terminal 100 installed in each store 10 are also numbered corresponding to the store 10 where they are installed. In the following description, when it is necessary to distinguish each store 10, the processing device 300, and the on-site terminal 100 of each store 10, they are described with these numbers. On the other hand, when it is not necessary to distinguish each store 10, the processing device 300, and the on-site terminal 100 of each store 10, the numbers are not described, and they are simply described as store 10, processing device 300, on-site terminal 100, or the processing device 300 (300A, 300B, 300C,...), on-site terminal 100 (100A, 100B, 100C,...), etc.

[0013] <Configuration of the processing device 300> As described with reference to FIG. 1, the processing device 300 is a device installed in each store 10. In this embodiment, the type and content of the processing of the processing device 300 are not specified. For example, various devices operated by a user, such as a currency processing device used for cash handling, a form processing device used for form processing, an article management device used for storing articles, and an electronic ledger used for inputting transaction data by the user, etc., can be used as the processing device 300 to apply the system of this embodiment.

[0014] FIG. 2 is a diagram showing the configuration of the processing device 300. The processing device 300 includes a processing unit 310, an information acquisition unit 320, a determination unit 330, and an information output unit 340. In addition to the illustrated functional units, the processing device 300 has specific functional units and user interfaces according to the type of the specific processing device 300. For example, when a currency processing device is used as the processing device 300, the processing device 300 has a currency insertion port, a discharge port, an input / output device and a display device for inputting information and commands for currency processing and outputting processing results, etc., but the description is omitted here.

[0015] The processing unit 310, the information acquisition unit 320, the determination unit 330, and the information output unit 340 are realized by, for example, a processor such as a CPU (Central Processing Unit) or an ASIC (Application Specific Integrated Circuit), a memory such as a RAM (Random Access Memory) or a ROM (Read Only Memory), and a storage device such as a magnetic disk device or an SSD (Solid State Drive). In the processing unit 310, each function of the processing unit 310, the information acquisition unit 320, and the determination unit 330 is realized by the processor executing a program held in the storage device or the memory. Also, the function of the information output unit 340 is realized by the processor executing a program and controlling the communication interface of the processing device 300.

[0016] The processing unit 310 is a functional unit that performs data processing set according to the type of processing unit 300. For example, if the processing unit 300 is a currency processing unit, it performs deposit processing and aggregation processing of deposited currency. If the processing unit 300 is a document processing unit, it performs processing such as reading documents and converting them into electronic data. If the processing unit 300 is an inventory management device, it performs processing such as managing stored items and recording the deposit and withdrawal of stored items. If the processing unit 300 is an electronic ledger, it receives input for items to be recorded, such as slips, and performs processing such as converting them into electronic data.

[0017] The information acquisition unit 320 acquires information about the state and operation of the processing unit 300 based on the monitoring function of the processing unit 310 itself and the output of sensors provided on the movable parts of the processing unit 300. Specifically, it acquires information such as the content of the processing performed by the processing unit 300, the state transitions of the processing unit 300 accompanying the execution of the processing, and the operations performed by the user on the processing unit 300. This information is acquired, for example, as an operation log.

[0018] The determination unit 330 determines the status of the processing device 300 and the user's operation of the processing device 300 based on the information of the processing device 300 acquired by the information acquisition unit 320. The remote control system of this embodiment notifies the operator operating the remote control terminal 200 of processing devices 300 and stores 10 that require special attention. The determination unit 330 determines whether or not its own device should be included in the notification.

[0019] More specifically, the remote control system of this embodiment provides several different types of notifications depending on the status of the processing device 300 and the user's operation of the processing device 300. For example, notifications are provided to simply draw the operator's attention, or to draw the operator's attention and request that the operator take remote action.

[0020] The information output unit 340 outputs notification information to be transmitted to the remote response terminal 200 to the field terminal 100 based on the judgment result of the judgment unit 330. As described above, when multiple different types of notifications are issued, the notification information includes information about the type of notification. Information is output, for example, each time a judgment is made by the judgment unit 330. The information output unit 340 may also output information from the processing unit 300 acquired by the information acquisition unit 320 to the field terminal 100 as needed. In this case, the information output unit 340 may output the information when predetermined output conditions are met according to the type of information. For example, when outputting information such as operation logs, the information may be output periodically at predetermined intervals.

[0021] <Configuration of field terminal 100> The field terminal 100 is a device that relays communication between the user of the processing unit 300 and the operator of the remote support terminal 200 at the store 10, which is the site, when remote support is implemented using the remote support system of this embodiment. The communication between the user of the processing unit 300 and the operator of the remote support terminal 200 is conducted using at least voice, and more preferably using video.

[0022] Figure 3 shows the configuration of the field terminal 100. The field terminal 100 comprises an information acquisition unit 110, a display unit 120, an image acquisition unit 130, an audio output unit 140, an audio input unit 150, a transmitting / receiving unit 160, and a control unit 170. The field terminal 100 is implemented, for example, by information equipment such as a computer.

[0023] The information acquisition unit 110 is equipped with a communication interface for connecting to the processing unit 300 and acquires information output from the processing unit 300 by the information output unit 340. Specifically, the information acquisition unit 110 acquires notification information based on the judgment result of the judgment unit 330 of the processing unit 300.

[0024] The display unit 120 is a display device that displays an image of the operator when remote support is provided by an operator of the remote support terminal 200. The display unit 120 is implemented by a display device such as a liquid crystal display (LCD). In addition to the operator's video, the display unit 120 may also display images of materials used by the operator for explanation.

[0025] The image acquisition unit 130 is a camera that acquires images of the user of the processing unit 300 that is receiving remote support. The image acquisition unit 130 is positioned to capture, for example, a frontal view of the user looking at the display unit 120 of the field terminal 100. The audio output unit 140 is an audio device such as a speaker that outputs audio sent from the remote support terminal 200. The audio input unit 150 is a microphone that inputs the voice of the user of the processing unit 300 that is receiving remote support. By using the display unit 120, the image acquisition unit 130, the audio output unit 140, and the audio input unit 150, video and audio messages are exchanged between the user of the processing unit 300 and the operator of the remote support terminal 200.

[0026] The transmitting / receiving unit 160 transmits and receives data with the remote support terminal 200. Specifically, the transmitting / receiving unit 160 transmits notification information about the processing device 300 acquired by the information acquisition unit 110 to the remote support terminal 200. In addition, when remote support is provided by an operator of the remote support terminal 200, the transmitting / receiving unit 160 transmits and receives video data and audio data with the remote support terminal 200. The transmitting / receiving unit 160 is equipped with a communication interface for connecting to the remote support terminal 200 via the network 20.

[0027] The control unit 170 is a functional unit that controls the various functions of the field terminal 100. The control unit 170 is implemented, for example, by a CPU, memory such as RAM or ROM, and storage devices such as magnetic disk drives or SSDs. In the control unit 170, the CPU executes programs held in the storage devices or memory, thereby controlling the various processes and devices in the field terminal 100.

[0028] In addition to the configuration shown in Figure 3, the field terminal 100 may also be equipped with operating means for the user of the processing unit 300 to input commands and data. Operating devices such as a keyboard or touch panel may be used as operating means. Such operating means can be used, for example, to provide information from the user of the processing unit 300 to the operator of the remote support terminal 200 when receiving remote support.

[0029] <Configuration of Remote Support Terminal 200> The remote support terminal 200 is a device used in the remote support system of this embodiment to provide remote support to users using the processing unit 300 at store 10. The remote support terminal 200 is also used to monitor the status and operation of the processing unit 300 in relation to the use of the processing unit 300 by users at store 10. As will be described in more detail later, the remote support terminal 200 is configured to monitor the status of multiple stores 10.

[0030] Figure 4 shows the configuration of the remote control terminal 200. The remote control terminal 200 comprises a transmitting / receiving unit 210, a display unit 220, an image acquisition unit 230, an audio output unit 240, an audio input unit 250, an operation unit 260, a control unit 270, and a storage unit 280. The remote control terminal 200 is implemented, for example, by a computer.

[0031] The transmitting / receiving unit 210 transmits and receives data with the field terminal 100. Specifically, the transmitting / receiving unit 210 receives notification information related to the processing unit 300 acquired at the field terminal 100. In addition, when remote support is provided by an operator of the remote support terminal 200, the transmitting / receiving unit 210 transmits and receives video data and audio data with the field terminal 100. The transmitting / receiving unit 210 is equipped with a communication interface for connecting to the field terminal 100 via the network 20.

[0032] The display unit 220 is a display device that displays a screen for monitoring the processing units 300 of each store 10 (hereinafter referred to as the "monitoring screen") and a screen for remote support (hereinafter referred to as the "support screen"). The monitoring screen displays the status of multiple stores 10 that are being monitored by the remote support terminal 200. The support screen displays the status of the user of the processing unit 300 and the store 10 that are the target of remote support. Details of the monitoring screen and support screen will be described later. The display unit 220 is implemented by a display device such as a liquid crystal display (LCD).

[0033] The image acquisition unit 230 is a camera that acquires images of the operator operating the remote control terminal 200. The image acquisition unit 230 is positioned to capture, for example, the operator looking at the display unit 220 of the remote control terminal 200 from the front. The audio output unit 240 is an audio device such as a speaker that outputs audio sent from the field terminal 100. The audio input unit 250 is a microphone that inputs the voice of the operator of the remote control terminal 200. By using the display unit 220, the image acquisition unit 230, the audio output unit 240, and the audio input unit 250, video and audio messages are exchanged between the operator of the remote control terminal 200 and the user of the processing unit 300.

[0034] The operation unit 260 is a device operated by the operator of the remote support terminal 200 to input commands and data. The operation unit 260 can be, for example, a keyboard or a touch panel. By operating the operation unit 260, the operator of the remote support terminal 200 can start and end remote support by switching operating modes, or switch the display on the display unit 220 from the monitoring screen to the support screen or other operation screens. Furthermore, the operator can use the operation unit 260 to share the screen with the display unit 120 of the field terminal 100 during remote support, and to open and display files containing documents for the user of the processing unit 300 to view.

[0035] The control unit 270 is a functional unit that controls the various functions of the remote-controlled terminal 200. The control unit 270 is implemented, for example, by a CPU, memory such as RAM or ROM, and storage devices such as a magnetic disk drive or SSD. In the control unit 270, the CPU executes programs held in the storage devices or memory, thereby controlling the various processes and devices in the remote-controlled terminal 200.

[0036] The storage unit 280 stores response information acquired during remote support operations performed by the operator of the remote support terminal 200 on the processing unit 300. This response information includes identification information of the processing unit 300 being remotely supported, user identification information, the status of the processing unit 300, and information on operations performed on the processing unit 300. The storage unit 280 is implemented using a storage device such as a magnetic disk drive or an SSD. The storage area of ​​the storage device constituting the control unit 270 may also be used as the storage unit 280.

[0037] <Screenshot of remote support terminal 200> The remote support terminal 200 has two operating modes: monitoring mode and response mode. Monitoring mode is an operating mode in which the status and operation of the processing unit 300 in multiple stores 10 associated with the remote support terminal 200 are monitored. Response mode is an operating mode in which the operator of the remote support terminal 200 remotely responds to the user of the processing unit 300 at one store 10 selected from the monitored stores 10. The screens displayed in each mode will be described in detail below.

[0038] Figure 5 shows an example of a monitoring screen. The monitoring screen is the screen displayed on the display unit 220 in monitoring mode. The monitoring screen shown in Figure 5 is an example of the display in the normal state. The display of images for each store 10 in the normal state will be called the normal display. In the example shown in Figure 5, the monitoring screen is divided into nine areas in a 3x3 grid, and one image of store 10 is displayed in each area. In the example shown in Figure 5, images of nine stores 10, from store A to store I, are displayed on one monitoring screen. The images of each store 10 displayed on the monitoring screen are, for example, images acquired by the image acquisition unit 130 of the field terminal 100. Alternatively, a surveillance camera may be installed in each store 10, and images taken by this surveillance camera may be acquired and displayed via a dedicated line or a VPN line set up on the internet. The operator of the remote support terminal 200 monitors stores A to I, which are displayed, by looking at the monitoring screen shown in Figure 5 in monitoring mode.

[0039] Figure 6 shows an example of the display of the monitoring screen shown in Figure 5, reflecting the status of each store 10. In the example shown in Figure 6, a warning display is shown in the display areas of stores A and F. A warning display is a display that encourages the operator to monitor the stores 10 (stores A to I in the example shown) under monitoring with particular attention. Specifically, the image of the store 10 that is the target of the warning display is displayed in a different display manner than the normal display of the images of the other stores 10 to attract the operator's attention. The display manner used for the warning display is not particularly limited. For example, a frame of a specific color or a specific mark may be displayed on the image of the store 10 that is the target of the warning display. In addition, the display color and brightness of the image of the store 10 that is the target of the warning display may be different from the images of the other stores 10. In the example shown in Figure 6, a thick frame (solid line frame and dashed line frame) is displayed on the image of the relevant store 10 as a warning display.

[0040] The warning display is applied to the image of the store 10 where the field terminal 100 is located, when the remote response terminal 200 receives notification information from the processing unit 300 from the field terminal 100, according to the received notification information. Therefore, in the example shown in Figure 6, notification information was sent from the field terminals 100 of stores A and F, and the remote response terminal 200 that received this notification information displayed a warning on the corresponding images of stores A and F.

[0041] In this embodiment, the remote response terminal 200 displays two types of warnings depending on the type of notification information it receives. The first warning is applied when the remote response terminal 200 receives notification information that simply prompts the operator to pay attention. In Figure 6, the first warning is shown with a dashed frame. The second warning is applied when the remote response terminal 200 receives notification information that prompts the operator to pay attention and requests that the operator perform remote response. In Figure 6, the second warning is shown with a solid frame. In the example shown in Figure 6, the second warning is displayed in response to notification information received from the field terminal 100 at store A, and the first warning is displayed in response to notification information received from the field terminal 100 at store F. The relationship between the first and second warnings and the specific notification information will be described later.

[0042] Furthermore, on the monitoring screen, for stores 10 that are excluded from remote support among the monitored stores 10, an indication is displayed to show that they are excluded from remote support. In this embodiment, when a predetermined condition is met at a store 10, that store 10 is excluded from remote support. On the monitoring screen, the images of stores 10 that are excluded from remote support (stores C and H in the example shown in Figure 6) are displayed in a different display manner from the images of other stores 10 to indicate that those stores 10 are excluded from remote support. The display manner for stores 10 that are excluded from remote support is not particularly limited. For example, the images of stores 10 that are excluded from remote support may be displayed grayed out or with reduced brightness. In the example shown in Figure 6, stores C and H that are excluded from remote support are shown by adding diagonal lines to the images of stores C and H.

[0043] The conditions under which a store 10 associated with a remote support terminal 200 is excluded from remote support can be set in various ways depending on the system operation, etc. For example, if a field staff member at store 10 is operating the processing unit 300, there is no need for remote support, and the store may be excluded from remote support. Similarly, if a field staff member is directly assisting users of the processing unit 300, there is no need for remote support, and the store may be excluded from remote support. Furthermore, if the processing unit 300 becomes temporarily unusable due to a failure of store 10 or the processing unit 300, the affected store 10 may be excluded from remote support.

[0044] Figure 7 shows an example of a response screen. The response screen is the screen displayed on the display unit 220 in response mode. Figure 7 shows an example where store 10 is selected as the target of remote support in the monitoring screen shown in Figures 5 and 6, the operating mode of the remote support terminal 200 switches from monitoring mode to response mode, and the display on the display unit 220 switches from the monitoring screen to the response screen. The response screen displays an image of store 10 (store A in the illustrated example) which has been selected as the target of remote support. The image of store 10 displayed on the response screen is an image acquired by the image acquisition unit 130 of the field terminal 100. In response mode, the operator of the remote support terminal 200 virtually interacts with the user of the processing unit 300 via video and audio through the screen of the display unit 220 of the remote support terminal 200 and the screen of the display unit 120 of the field terminal 100, and provides support such as assistance regarding the use of the processing unit 300. Furthermore, consider the case where store A displayed on the response screen is store 10A as shown in Figure 1, and the processing unit 300A installed in store 10A is equipped with a display device that serves as a user interface for inputting and outputting information when executing the process. In this case, the display contents such as input screens and output screens displayed on the display device of the processing unit 300A installed in store 10A (store A) may be added to or switched on the display unit 220 of the remote support terminal 200 to enable the operator to provide more appropriate support.

[0045] The control unit 270 controls the switching of the operating mode of the remote support terminal 200, the switching of the screen of the display unit 220 based on the switching of the operating mode, and the execution of warning displays and displays indicating that remote support is not available on the monitoring screen. Switching from monitoring mode to support mode is performed, for example, when the operator uses the operation unit 260 to select one of the multiple stores 10 displayed on the monitoring screen. Switching from support mode to monitoring mode is performed, for example, after the processing unit 300 has completed remote support to the user, by the operator using the operation unit 260 to operate a mode transition button object displayed on the support screen. Alternatively, a mode transition button may be provided on the operation unit 260, and the operator may transition modes by operating this button.

[0046] The information output unit 340 of the processing unit 300 and the transmitting / receiving unit 160 of the field terminal 100 are examples of output means. The display unit 220 of the remote response terminal 200 is an example of display means. The transmitting / receiving unit 210 of the remote response terminal 200 is an example of acquisition means and an example of communication means. The control unit 270 of the remote response terminal 200 is an example of display control means.

[0047] <Example of correspondence between notification information and warning signs> Figure 8 shows an example of the correspondence between notification information and warning displays. Here, assuming a currency processing device as the processing device 300, a specific example of the correspondence between the detected event, the type of notification information, and the display control performed on the remote response terminal 200 is shown. Figure 8 shows the correspondence between each item: "event," "notification information," and "display." "Event" is the event detected by the processing device 300. "Notification information" is the type of notification information output by the processing device 300 when that event is detected. "Display" is the content of the display control performed on the monitoring screen of the remote response terminal 200 that has acquired that notification information.

[0048] In the example shown in Figure 8, 12 events are shown as targets for notification. These events are detected, for example, by detecting whether or not the processing unit 300 itself has received an operation, detecting a user using a human presence sensor installed in the store 10, or by analyzing images from a surveillance camera installed in the store 10.

[0049] In the example shown in Figure 8, there are three types of notification information: "warning notification," "caution notification," and "not applicable notification." A "warning notification" is notification information output when an event is detected that requires immediate remote response by an operator. When a "warning notification" is issued, the remote response terminal 200 displays a second caution alert for the relevant store 10 on its monitoring screen. A "caution notification" is notification information output when an event is detected that does not immediately require remote response by an operator, but is highly likely to require remote response. When a "caution notification" is issued, the remote response terminal 200 displays a first caution alert for the relevant store 10 on its monitoring screen. A "not applicable notification" is notification information output when an event is detected that meets the conditions for excluding remote response. When a "not applicable notification" is issued, the remote response terminal 200 displays a message on its monitoring screen indicating that the relevant store 10 is not subject to remote response. Of the events shown in Figure 8, the notification information type for No. 1 to 3 is "warning notification." The type of notification information for Nos. 4-9 is "Warning Notification". The type of notification information for Nos. 10-12 is "Notification of Exclusion".

[0050] In the examples shown in Figure 8, the order in which some events occur is limited. For example, if 10 seconds pass after event No. 6 occurs without the processing device 300 being operated, event No. 1 will occur. Also, if 5 seconds pass after event No. 7 occurs without the money being taken out, event No. 2 will occur. Therefore, in this case, a "warning notification" based on the occurrence of events No. 6 or No. 7 will first be issued, and then, if the time elapsed conditions are met, a "cautionary notification" based on the occurrence of events No. 1 or No. 2 will be issued. Then, on the remote response terminal 200, a second warning notification will first be displayed for the relevant store 10 on the monitoring screen, and then a first warning notification will be displayed as time progresses.

[0051] Of the information shown in Figure 8, the correspondence between the detected event and the type of notification information is stored, for example, in the memory of the processing unit 300. When the relevant event occurs in the processing unit 300, the judgment unit 330 identifies and outputs the notification information corresponding to the event. The outputted notification information is transmitted to the remote response terminal 200 via the field terminal 100. Also, of the information shown in Figure 8, the correspondence between the type of notification information and the display control in the remote response terminal 200 is stored, for example, in the memory unit 280 of the remote response terminal 200. When the remote response terminal 200 acquires the notification information output from the processing unit 300, it performs display control of the monitoring screen according to the type of notification information acquired.

[0052] <Other system configuration examples> Figure 9 shows another example of the configuration of the remote response system according to this embodiment. In the configuration example shown in Figure 1, it was explained that one remote response terminal 200 is associated with multiple field terminals 100 of stores 10. However, as shown in Figure 9, the system of this embodiment may be configured by associating multiple remote response terminals 200 with multiple field terminals 100 of stores 10. In the example shown in Figure 9, the field terminals 100, remote response terminals 200, and processing unit 300 are the same as the equipment shown in Figure 1.

[0053] In the configuration example shown in Figure 9, three remote support terminals 200 are associated with multiple store terminals 100 at each of the stores 10. Here, each of the three remote support terminals 200 is associated with each store terminal 100 at each of the stores 10. Therefore, if remote support is required at one of the stores 10, remote support will be provided by one of the three remote support terminals 200. In Figure 9, as in Figure 1, the multiple stores 10 (store A, store B, store C, ...) are denoted with subscripts, and are written as store 10A, 10B, 10C, ... The processing devices 300 and store terminals 100 installed at each store 10 are also denoted with subscripts corresponding to the store 10 in which they are installed. In Figure 9, each remote support terminal 200 is denoted with a subscript, and is written as remote support terminal 200X, 200Y, 200Z. In the following description, if it is necessary to distinguish between each store 10, each store 10's processing unit 300 and field terminal 100, and the three remote support terminals 200, these will be indicated with subscripts. On the other hand, if it is not necessary to distinguish between each store 10, each store 10's processing unit 300 and field terminal 100, and the three remote support terminals 200, subscripts will not be used, and they will simply be described as store 10, processing unit 300, field terminal 100, and remote support terminal 200, or as processing unit 300 (300A, 300B, 300C, ...), field terminal 100 (100A, 100B, 100C, ...), and remote support terminal 200 (200X, 200Y, 200Z), etc.

[0054] When remote support is initiated for one store 10 (for example, store 10A) by any of the three remote support terminals 200X, 200Y, or 200Z, the operators of the other remote support terminals 200 no longer need to provide remote support to the same store 10. Therefore, in the configuration shown in Figure 9, in such a case, the other remote support terminals 200 (for example, remote support terminals 200Y, 200Z) do not need to provide remote support to the same store 10 (store 10A), and can therefore be excluded from remote support. Then, each remote support terminal 200 (remote support terminals 200Y, 200Z) controls the display mode for the store 10 (store 10A) that is excluded from remote support on the monitoring screen displayed on the display unit 220, as explained with reference to Figure 6.

[0055] Figure 10 shows yet another configuration example of the remote support system according to this embodiment. Store 10A may have on-site staff to adjust the processing unit 300A or to provide face-to-face support to users. Depending on the status of the processing unit 300A or events that occur during the user's use of the processing unit 300A, it may be necessary to switch from remote support to direct on-site support, or vice versa. In the configuration example shown in Figure 10, in such cases, information is exchanged between the remote support terminal 200 and the on-site staff terminal 400A used by the on-site staff.

[0056] For example, consider a case where remote support by an operator of the remote support terminal 200 is handed over to direct support by a field staff member. In this case, as a result of the remote support, the storage unit 280 of the remote support terminal 200 stores the support information obtained from the support provided to the user of the processing unit 300A, which was the target of the remote support. This support information includes the identification information of the processing unit 300A, the user's identification information, and information on the status and operation of the processing unit 300. Then, when the support is handed over from remote support to direct support, the remote support terminal 200 transmits the support information held in the storage unit 280 to the field staff member's terminal 400A, which is the receiving field staff member. This allows the field staff member to approach the direct support with the user after having previously taken into consideration the support information sent to their field staff member's terminal 400A.

[0057] Figure 11 shows the configuration of the field staff terminal 400A. The field staff terminal 400A comprises a transmitting / receiving unit 410, a display unit 420, an operation unit 430, a control unit 440, and a storage unit 450. The field staff terminal 400A is implemented by information equipment such as a computer. The field staff terminal 400A is an example of a third terminal.

[0058] The transmitting / receiving unit 410 transmits and receives data with the remote support terminal 200. Specifically, when transitioning from remote support to on-site support by a field staff member, the transmitting / receiving unit 410 receives support information from the remote support terminal 200 that was providing the remote support. Also, as will be described later, when transitioning from on-site support by a field staff member to remote support, the transmitting / receiving unit 410 transmits the support information acquired by the on-site staff terminal 400A to the remote support terminal 200 that is responsible for remote support. The transmitting / receiving unit 410 is equipped with a communication interface for connecting to the remote support terminal 200 via the network 20.

[0059] The display unit 420 is a display device that displays response information received from the remote response terminal 200 by the transmitting / receiving unit 410, and displays materials necessary for the processing unit 300 to respond to the user. The display unit 420 is implemented by a display device such as a liquid crystal display (LCD).

[0060] The operation unit 430 is a device operated to input commands and data to the terminal 400A for field personnel. The operation unit 430 can be an operating device such as a keyboard or a touch panel. By operating the operation unit 430, field personnel can perform operations such as connecting to the remote response terminal 200 to send or receive response information, or opening and displaying files of documents that they themselves refer to or that users of the processing unit 300 can view.

[0061] The control unit 440 is a functional unit that controls the various functions of the field worker terminal 400A. The control unit 440 is implemented, for example, by a CPU, memory such as RAM or ROM, and storage devices such as a magnetic disk drive or SSD. In the control unit 440, the CPU executes programs held in the storage devices or memory, thereby controlling the various processes and devices in the field worker terminal 400A.

[0062] The storage unit 450 stores response information obtained when a field staff member interacts with a user of the processing unit 300. This response information includes identification information of the processing unit 300 being interacted with, user identification information, the status of the processing unit 300, and information on operations performed on the processing unit 300. This response information may be entered by the field staff member themselves when interacting with a user of the processing unit 300, or it may be received and obtained from the remote response terminal 200 by the transmitting / receiving unit 410. The storage unit 450 is implemented using a storage device such as a magnetic disk drive or SSD. The storage area of ​​the storage device that constitutes the control unit 440 may also be used as the storage unit 450.

[0063] Contrary to the above explanation of the case where remote support by an operator of the remote support terminal 200 is handed over to direct support by a field staff member, let's consider the case where direct support by a field staff member is handed over to remote support by an operator of the remote support terminal 200. In this case, as a result of support by the field staff member, the storage unit 450 of the field staff member's terminal 400A stores the support information acquired by the processing unit 300 in response to the user. The support information includes the identification information of the processing unit 300, the identification information of the user, and information on the status and operation of the processing unit 300. Then, when handing over from direct support to remote support, the control unit 440 of the field staff member's terminal 400A controls the transmitting and receiving unit 410 to transmit the support information held in the storage unit 450 to the remote support terminal 200 that is receiving the support. As a result, the operator of the remote support terminal 200 can respond to the user after taking into account the support information that has been sent to their own remote support terminal 200 in advance.

[0064] The memory unit 280 of the remote response terminal 200 is an example of a holding means in the second terminal. The control unit 270 and the transmitting / receiving unit 210 of the remote response terminal 200 are an example of a transmission control means in the second terminal. The memory unit 450 of the field staff terminal 400A is an example of a holding means in the third terminal. The control unit 440 and the transmitting / receiving unit 410 of the field staff terminal 400A are an example of a transmission control means in the third terminal.

[0065] Although embodiments of the present invention have been described above, the technical scope of the present invention is not limited to the above embodiments. For example, in the above embodiment, the processing unit 300 is equipped with a determination unit 330 that determines whether or not the device should be the target of notification and outputs notification information including the determination result. The field terminal 100 then transmits the notification information acquired from the processing unit 300 to the remote response terminal 200. Alternatively, the field terminal 100 may be configured to determine whether or not to transmit the notification information to the remote response terminal 200.

[0066] In this case, the processing unit 300 outputs information about the state and operation of the processing unit 300 acquired by the information acquisition unit 320 as an operation log. The field terminal 100 analyzes the operation log acquired from the processing unit 300 by the information acquisition unit 110 using a processing means, for example, implemented by the CPU executing a program, to determine whether or not an event requiring notification information has occurred. If the field terminal 100 detects that such an event has occurred in the processing unit 300, it generates notification information corresponding to the detected event and transmits it to the remote response terminal 200 via the transmission / reception unit 160. In this configuration, of the information regarding the correspondence between the detected event, the type of notification information, and the display control executed in the remote response terminal 200, as shown in Figure 8, the correspondence between the detected event and the type of notification information is stored, for example, in the storage device of the control unit 170 of the field terminal 100. Then, based on the operation log acquired from the processing unit 300, if the corresponding event is detected in the processing unit 300, the control unit 170 of the field terminal 100 identifies and outputs the notification information corresponding to the detected event. In this embodiment as well, the correspondence between the type of notification information and the display control on the remote response terminal 200, as shown in Figure 8, is stored, for example, in the storage unit 280 of the remote response terminal 200, as described in the above embodiment. When the remote response terminal 200 acquires notification information output from the processing unit 300, it performs display control of the monitoring screen according to the type of notification information acquired.

[0067] Furthermore, in the above embodiment, a field terminal 100 is provided separately from the processing unit 300 and installed in the store 10. Alternatively, the processing unit 300 may be equipped with the functions of the field terminal 100. In this case, the processing unit 300 will have functions equivalent to the display unit 120, image acquisition unit 130, audio output unit 140, and audio input unit 150 of the field terminal 100 shown in Figure 3, enabling the exchange of messages using video and audio with the remote support terminal 200.

[0068] In the above embodiment, in remote communication, the display unit 120, image acquisition unit 130, audio output unit 140, and audio input unit 150 of the field terminal 100, and the display unit 220, image acquisition unit 230, audio output unit 240, and audio input unit 250 of the remote communication terminal 200 are used to exchange messages using video and audio. In contrast, when exchanging messages using only audio, the field terminal 100 does not need to have the display unit 120 and image acquisition unit 130, and the remote communication terminal 200 does not need to have the display unit 220 and image acquisition unit 230. Furthermore, various modifications and substitutions of configurations that do not depart from the technical concept of the present invention are included in the present invention. [Explanation of Symbols]

[0069] 10...Store, 20...Network, 100...Field Terminal, 110...Information Acquisition Unit, 120...Display Unit, 130...Image Acquisition Unit, 140...Audio Output Unit, 150...Audio Input Unit, 160...Transmit / Receive Unit, 170...Control Unit, 200...Remote Control Terminal, 210...Transmit / Receive Unit, 220...Display Unit, 230...Image Acquisition Unit, 240...Audio Output Unit, 250...Audio Input Unit, 260...Operation Unit, 270...Control Unit, 280...Storage Unit, 300...Processing Device, 310...Processing Unit, 320...Information Acquisition Unit, 330...Decision Unit, 340...Information Output Unit, 400...Terminal for Field Staff, 410...Transmit / Receive Unit, 420...Display Unit, 430...Operation Unit, 440...Control Unit, 450...Storage Unit

Claims

1. A first terminal is provided in or located near a processing device that accepts user operations and executes processing, and is capable of exchanging messages with an external device. The system includes a second terminal that can connect to multiple first terminals to exchange messages and is operated by an operator who responds to users of multiple processing units, The aforementioned second terminal is, A display means for displaying images relating to the plurality of processing devices, An acquisition means for acquiring information of the aforementioned plurality of processing devices, A display control means controls the display mode of the plurality of processing devices displayed on the display means based on the information of the plurality of processing devices acquired by the acquisition means, A remote response system characterized by having the following features.

2. The remote response system according to claim 1, characterized in that the display control means of the second terminal causes each of the plurality of processing devices to be displayed on the display means in any of the display modes, including at least a normal display and a warning display that prompts the operator's attention, in accordance with the information of the processing device acquired by the acquisition means.

3. The remote response system according to claim 2, wherein the display control means of the second terminal causes the display means to display the processing device in the warning display in either a first warning display that prompts the operator's attention or a second warning display that prompts the operator's attention and requests the operator to respond to the user, in accordance with the information of the processing device acquired by the acquisition means.

4. The remote response system according to claim 2, wherein the display control means of the second terminal is characterized in that, with respect to a plurality of processing devices displayed by the display means that are not subject to the operator's response to the user, the display means displays the processing device in a display manner that indicates that the processing device is not subject to the operator's response.

5. The aforementioned second terminal is, A holding means for holding response information obtained through the response to the user by the message exchange performed by the operator, When the handling of the user is to be handed over to a field staff member who is face-to-face with the user in the vicinity of the processing device, a transmission control means connects to a staff terminal operated by the field staff member via a communication means and transmits the handling information held in the holding means, A remote response system according to any one of claims 1 to 4, further comprising the above.

6. A first terminal is provided in or located near a processing device that accepts user operations and executes processing, and is capable of exchanging messages with an external device. A second terminal that can connect to multiple first terminals and exchange messages, and is operated by an operator who remotely responds to the users of multiple processing units, The system includes a third terminal that can connect to the second terminal to send and receive data, and is operated by a field staff member who interacts with the user in the vicinity of the processing device, The aforementioned second terminal is, A means for holding response information obtained in the response to the user, When the handling of the user is handed over to the on-site staff member, a transmission control means transmits the handling information held in the holding means to the third terminal, A remote response system characterized by having the following features.

7. A first terminal is provided in or located near a processing device that accepts user operations and executes processing, and is capable of exchanging messages with an external device. A second terminal that can connect to multiple first terminals and exchange messages, and is operated by an operator who remotely responds to the users of multiple processing units, The system includes a third terminal that can connect to the second terminal to send and receive data, and is operated by a field staff member who interacts with the user in the vicinity of the processing device, The third terminal is, A means for holding response information obtained in the response to the user, When the handling of the user is handed over to the operator, a transmission control means transmits the handling information held in the holding means to the second terminal, A remote response system characterized by having the following features.

8. A means of receiving user operations, A processing means that performs processing related to a specific medium in response to an operation received by the aforementioned receiving means, Connection means for connecting to an external device, A transmission control means that transmits information regarding the status of the device to the external device, It comprises input / output means for inputting and outputting messages by means including at least audio, A processing device characterized by being able to send and receive messages with an external device connected by the aforementioned connection means.

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