Remote customer service system, remote customer service method, and remote customer service program

Abstract

Providing a remote customer service system that simultaneously enhances customer satisfaction in remote customer service and improves the efficiency of remote customer service operations. [Solution] The facility is equipped with multiple devices installed within the facility for use by customers, a customer service terminal located in a remote location away from the facility and operated by a customer service staff member, and a control device that connects the devices and the customer service terminal to enable remote communication between the customer and the customer service staff member. The control device is configured to allow switching whether or not to perform remote communication with the previous customer service staff member when the customer finishes using the first device, which involves remote communication with the previous customer service staff member, and starts using the second device.

Description

Technical Field

[0001] The present disclosure relates to a remote hospitality system, a remote hospitality method performed in the remote hospitality system, and a remote hospitality program.

Background Art

[0002] For example, Patent Document 1 discloses a remote hospitality system in which a remote receptionist serves a visitor to a facility.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In the remote hospitality system disclosed in Patent Document 1, one device is arranged for each store, and customers face remote hospitality with a receptionist via the device in the store. However, for example, in a bank or the like, a plurality of devices are distributed and arranged in the store. If the configuration is such that customers use the plurality of devices in order, there is a possibility that different receptionists will take turns serving customers at each of the plurality of devices, which may cause customers to feel discomfort or each receptionist to perform duplicate confirmation work. In this regard, there is room for improvement to enable smooth hospitality among a plurality of devices.

[0005] An object of the present disclosure is to provide a remote hospitality system, a remote hospitality method, and a remote hospitality program that achieve both an increase in customer satisfaction in remote hospitality and an improvement in the efficiency of remote hospitality operations.

Means for Solving the Problems

[0006] The remote customer service system of this disclosure includes a plurality of devices installed within a facility and used by customers, a customer service terminal located in a remote location away from the facility and operated by a customer service employee, and a control device that connects the devices and the customer service terminal to perform remote dialogue between the customer and the customer service employee, wherein the control device is configured to switch whether or not to perform the remote dialogue with the preceding customer service employee when the customer finishes using the first device, which involves the remote dialogue with the preceding customer service employee, and starts using the second device.

[0007] In the remote customer service system according to this disclosure, the control device selectively executes, as a control mode when starting to use the second device, an optional continuation mode in which the preceding customer service employee does not necessarily continue to provide service, and a specific continuation mode in which the preceding customer service employee continues to provide service.

[0008] In the remote customer service system according to this disclosure, the optional continuation mode is a control mode that connects the customer service terminal operated by a successor customer service employee, who is not limited to the preceding customer service employee, to the second device to perform the remote dialogue between the customer and the successor customer service employee, and the specific continuation mode is a control mode that connects the customer service terminal operated by the preceding customer service employee to the second device to perform the remote dialogue between the customer and the preceding customer service employee.

[0009] In the remote customer service system provided by this disclosure, the customer service terminal is configured to accept an operation by the customer service employee in advance to set the control mode to the specific continuous mode.

[0010] In the remote customer service system according to this disclosure, the first device is configured to accept an operation by the customer to set the control mode to the specific continuous mode.

[0011] The remote customer service system according to this disclosure includes a customer attribute acquisition unit that acquires customer attributes indicating the attributes of the customer, and the control device is configured to set the control mode to the specific continuation mode when the conditions for the customer attributes are met, and to set the control mode to the arbitrary continuation mode when the conditions for the customer attributes are not met.

[0012] In the remote customer service system provided in this disclosure, the customer attributes include the customer's age, and the customer attribute condition is met if the customer's age is above a predetermined age.

[0013] In the remote customer service system provided in this disclosure, the customer attributes include the number of times the customer has visited the facility, and the conditions of the customer attributes are met if the number of visits is less than or equal to a predetermined number.

[0014] In the remote customer service system provided in this disclosure, the customer attribute includes a value indicating the importance of the customer, and the condition of the customer attribute is satisfied if the value indicating importance is greater than or equal to a predetermined value.

[0015] The remote customer service system according to this disclosure includes a customer service attribute acquisition unit that acquires customer service attribute information indicating the attributes of a prior customer service employee, and the control device is configured to set the control mode to the specific continuation mode when the conditions for the customer service attribute are met, and to set the control mode to the arbitrary continuation mode when the conditions for the customer service attribute are not met.

[0016] The remote customer service system according to this disclosure includes a task acquisition unit that acquires the tasks performed by the customer service staff in the remote conversation using the second device, and the customer service staff attribute includes information on whether the preceding customer service staff is qualified, and the conditions of the customer service staff attribute are met if the task requires the qualification and the preceding customer service staff is qualified.

[0017] In the remote customer service system provided for this disclosure, the control device is configured to set the control mode to the optional continuation mode if the second device is in use when the customer finishes using the first device.

[0018] The remote customer service system according to this disclosure includes a waiting time acquisition unit that acquires the waiting time until the second device becomes available for use, and the control device is configured to set the control mode to the specific continuation mode when the customer finishes using the first device with the remote interaction with the preceding customer service staff if the waiting time is less than a preset time, and to set the control mode to the arbitrary continuation mode when the waiting time is equal to or greater than the preset time.

[0019] In the remote customer service system provided for this disclosure, the first device is configured to transmit information acquired through the customer's use to the customer service terminal operated by the preceding customer service employee, in response to the control mode being set to the specific continuous mode.

[0020] In the remote customer service system according to this disclosure, the control device is configured such that when the control mode is set to the specific continuous mode, it causes the customer service terminal operated by the preceding customer service employee to enter a standby state in which it waits to connect with the second device for remote dialogue.

[0021] In the remote customer service system provided for this disclosure, the control device is configured to prohibit the use of a second device by a person other than the customer when the control mode is the specific continuous mode.

[0022] In the remote customer service system according to this disclosure, the control device is configured to notify a customer service terminal operated by a customer service employee other than the preceding customer service employee that the preceding customer service employee is the subject of the remote dialogue based on the specific continuous mode when the control mode is set to the specific continuous mode.

[0023] In the remote customer service system according to the present disclosure, the customer service staff terminal has a display unit capable of displaying information indicating the plurality of customer service staff. When the control mode is set to the specific continuous mode, the display mode of the information indicating the previous customer service staff and the display mode of the information indicating the other customer service staff are displayed on the display unit so as to be different.

[0024] In the remote customer service system according to the present disclosure, when the control mode is set to the specific continuous mode, the control device is configured to notify the customer service staff terminal that the second device is the target of the remote conversation based on the specific continuous mode.

[0025] In the remote customer service system according to the present disclosure, the customer service staff terminal has a display unit capable of displaying information indicating the plurality of devices. When the control mode is set to the specific continuous mode, the display mode of the information indicating the second device and the display mode of the information indicating the other devices are displayed on the display unit so as to be different.

[0026] The present disclosure relates to a remote customer service method performed in a remote customer service system for executing a remote conversation between a customer in a facility and a customer service staff at a remote location. The method includes a first step of connecting a first device used by the customer and a customer service staff terminal operated by the previous customer service staff to execute the remote conversation between the customer and the previous customer service staff, and a second step of selectively executing whether to execute the remote conversation with the previous customer service staff when the first step ends and the customer starts using a second device different from the first device.

[0027] The present disclosure relates to a remote customer service program for executing a remote conversation between a customer in a facility and a customer service staff at a remote location. The program causes a computer to execute a first function of connecting a first device used by the customer and a customer service staff terminal operated by the previous customer service staff to execute the remote conversation between the customer and the previous customer service staff, and a second function of selectively executing whether to execute the remote conversation with the previous customer service staff when the first function ends and the customer starts using a second device different from the first device.

[0028] This disclosure enables the realization of a remote customer service system, remote customer service method, and remote customer service program that simultaneously enhance customer satisfaction in remote customer service and improve the efficiency of remote customer service operations. [Brief explanation of the drawing]

[0029] [Figure 1] This is a floor plan showing an example of a financial institution's layout. [Figure 2] This is a block diagram for remote customer service systems. [Figure 3] This is a flowchart illustrating the processing flow of a remote customer service system. [Figure 4] This diagram shows the flow of actions between the customer and the preceding service staff based on a specific continuous mode, as well as the automated processing. [Figure 5] This diagram shows the flow of actions between the customer, the preceding service provider, and the succeeding service provider based on the optional continuation mode, as well as the automated processing. [Figure 6] This diagram shows the list confirmation screen displayed on the customer service terminal's screen. [Modes for carrying out the invention]

[0030] The financial transaction system related to this disclosure will be described below with reference to the drawings. This disclosure is not limited to the following embodiments, and various modifications are possible without departing from its essence.

[0031] [Financial store layout] Figure 1 shows an example of a financial establishment, such as a bank branch or sub-branch. The financial establishment illustrated in Figure 1 includes a lobby A, a remote customer service area B, a self-service deposit / withdrawal area C, and a back office D. Branch staff are permanently stationed in the back office D. Alternatively, branch staff may also be permanently stationed near the entrance / exit of lobby A.

[0032] An automated teller machine (ATM) 1 is located in Lobby A. The ATM 1 is used by individual customers to deposit cash into or withdraw cash from their deposit accounts. The ATM 1 is connected to the accounting server via the bank's internal network, enabling data communication. When a cash deposit or withdrawal is made using the ATM 1, the account update process is also performed automatically. In addition to the ATM 1, an automated currency exchange machine and an automated tax and public fund collection machine may also be located in the bank.

[0033] A customer reception device 2 is located in Lobby A. The customer reception device 2 is a device for providing initial reception services to customers who visit the financial branch, and is operated (used) by the customer. For example, in cases that cannot be handled by the ATM 1, the customer can interact with a remote customer service representative using the customer reception device 2 and be guided to the remote customer service area B or the self-service deposit / withdrawal area C, etc., as needed.

[0034] Furthermore, deposit lockers 3 are located in Lobby A. Deposit lockers 3 are lockable lockers for customers to deposit documents and other items necessary for various procedures. For example, if remote customer service area B is fully booked or if the procedure takes a long time to complete, the customer will be instructed by the primary reception staff, with whom they interact via the customer reception device 2, to deposit their documents and other items in deposit locker 3. The documents and other items deposited in deposit locker 3 are collected by the financial branch staff, digitized using a scanner, etc., and then sent to headquarters or a center for verification and approval procedures. The verified and approved documents are then placed in deposit locker 3 by the branch staff. The customer receives notification, for example, via a short message on their mobile device, that the administrative processing has been completed, and then returns to the branch to retrieve the documents from deposit locker 3.

[0035] Remote customer service area B occupies an area of ​​2 to 3 square meters. Remote customer service device 4, small currency processing device 5, and imaging unit 7 are located in remote customer service area B. In other words, remote customer service device 4 is installed in a separate area within the financial store that is isolated from the rest.

[0036] The interactive display 4A of the remote customer service device 4 shows the customer service representative (the assigned representative, etc.) at a remote location. In the remote customer service area B, the customer converses with the customer service representative displayed on the interactive display 4A and consults with the representative about opening a savings account, changing the name on an account, closing an account, making transfers, paying taxes and public funds, foreign currency deposits, investment trusts, testamentary trusts, estate settlement, insurance, defined contribution pensions, various loans, etc. The imaging unit 7 takes images of the area within the remote customer service area B. As such, the imaging unit 7 takes images of people within that area.

[0037] The large currency processing unit 6 and the aforementioned imaging unit 7 are located in the self-service deposit and withdrawal area C. In other words, the large currency processing unit 6 is installed in a separate area within the financial store that is isolated from the rest.

[0038] In addition to transactions that can be processed by the ATM 1, the large-scale currency processing device 6 can also handle large-scale cash transactions (deposits, withdrawals, currency exchange, etc.) that cannot be processed by the ATM 1 or the small-scale currency processing device 5.

[0039] The large-scale currency processing device 6 identifies and counts banknotes and coins, sorts them by type, and stores them internally. Furthermore, the large-scale currency processing device 6 stores banded banknotes in predetermined quantities (e.g., every 100 banknotes) for each type of banknote, and packaged coins in predetermined quantities (e.g., every 50 coins) for each type of coin. Packaged coins are coins of the same type wrapped in a packaging medium such as paper or film, and are commonly known as rolled coins. Therefore, the large-scale currency processing device 6 is capable of handling large volumes of banknotes and coins, including deposits, withdrawals, and currency exchange.

[0040] The automated teller machine 1, the customer reception device 2, the remote customer service device 4, and the large currency processing device 6 are each installed within the facility and operated (used) by customers. The automated teller machine 1, the remote customer service device 4, and the large currency processing device 6 each perform different transaction processing depending on the purpose. In other words, this disclosure provides multiple types of transaction processing devices.

[0041] The imaging unit 7 captures images of the area within the remote customer service area B and the self-service deposit / withdrawal area C. Therefore, the imaging unit 7 captures images of people within these areas.

[0042] If an alarm or error occurs in the remote customer service device 4, the small currency processing device 5, or the large currency processing device 6, the store staff in the back room D will perform tasks to restore the system from the alarm or error state. Examples of such alarms or errors include running out of printing ink, toner, or paper, or running low on the amount of currency stored in the small currency processing device 5 and the large currency processing device 6.

[0043] [About the remote customer service system] As shown in Figure 2, the remote customer service system is equipped with a customer reception device 2, a remote customer service device 4, a small currency processing device 5, a large currency processing device 6, an imaging unit 7, a detection unit 8, and a customer service terminal 9. The customer reception device 2, the remote customer service device 4, the small currency processing device 5, the large currency processing device 6, the imaging unit 7, the detection unit 8, and the customer service terminal 9 are connected and able to communicate (transmit and receive video, audio, and other data) via the LAN or wide-area network within each facility.

[0044] The customer service terminal 9 is installed in a remote customer service center E located in a main facility or dedicated center. That is, the customer service terminal 9 is located in a remote location away from the financial branch and is operated by a customer service employee. The remote customer service center E is staffed with customer service employees who interact with customers via the customer service terminal 9. The customer service terminal 9 includes a camera, microphone, speaker, processor, touch panel display (or simply a display), keyboard, etc. Customer service employees can interact with customers in the financial branch through the customer service terminal 9, and can also remotely operate devices installed in the financial branch (small currency processing device 5, large currency processing device 6, etc.).

[0045] In this embodiment, a specific device at a specific facility is connected to a specific customer service terminal 9, enabling remote customer service. This allows multiple customer service staff to handle customer service at multiple facilities and multiple devices. This configuration allows highly qualified and skilled customer service staff to work at multiple facilities simultaneously, thereby reducing running costs per facility.

[0046] As shown in Figure 1, multiple remote customer service devices 4 are provided. The small currency processing device 5 is provided adjacent to the remote customer service device 4. Multiple small currency processing devices 5 may be provided to correspond to multiple remote customer service devices 4. Multiple large currency processing devices 6 may also be provided. Furthermore, multiple imaging units 7 may also be provided.

[0047] The customer registration device 2 is located in Lobby A. The customer registration device 2 is equipped with a processor (not shown), an induction display 2A, an interactive display 2B, an operation display 2C, a sensor camera 2D, a media output unit 2E, and a reading unit 2F.

[0048] During customer service, the face of the initial receptionist is displayed on the interactive display 2B. Additionally, the guidance display 2A displays information such as the presence status of people in the remote customer service area B and the presence status of people in the self-service deposit / withdrawal area C, as well as call messages. The interactive display 2B may also incorporate at least one of a microphone and / or speaker.

[0049] The sensor camera 2D is adjacent to the operation display 2C. The sensor camera 2D captures images of customers, and the customer's face captured by the sensor camera 2D is displayed on the display of the customer service terminal 9 of the primary reception staff. The sensor camera 2D may also have a microphone or a human detection sensor built in.

[0050] The media output unit 2E issues a transaction number slip displaying the reception number.

[0051] The reading unit 2F obtains information from the customer for identity verification. For example, the reading unit 2F is a camera that photographs the customer's identification documents or ID. The reading unit 2F may also be a contactless card reader that reads identity verification information from an ID with an IC chip (e.g., a driver's license, My Number Card, etc.).

[0052] The remote customer service device 4 is equipped with a processor (not shown), an interactive display 4A, a desktop display 4B, a sensor camera 4C, a card reader 4D, a document scanner 4E, and a seal scanner 4F.

[0053] The interactive display 4A shows the customer service representative (such as the assigned representative) at a remote location (remote customer service center E). The desktop display 4B displays shared documents or contracts presented by the customer service representative. The desktop display 4B also has a touch panel function, allowing the customer to electronically sign the contract documents displayed on the desktop display 4B using a stylus. The interactive display 4A may also incorporate at least one of a microphone and a speaker.

[0054] The sensor camera 4C captures images of the customer, and the customer's face captured by the sensor camera 4C is displayed on the customer service terminal 9 of the assigned customer service staff member. The sensor camera 4C may also have a microphone or a human detection sensor built in.

[0055] The card reader 4D reads information from customers' bank passbooks and ATM cards. The document scanner 4E reads customer application forms, contract documents, bank passbooks, etc., as image data. The seal scanner 4F reads the impression of a customer's seal. When a customer presses the seal onto the reading area of ​​the seal scanner 4F as if they were stamping a document, the impression of the seal is read. At this time, the bank seal registered in the customer's account and the impression read by the seal scanner 4F are automatically compared.

[0056] Thus, the remote customer service device 4 is configured to connect to a customer service terminal 9 operated by a customer service representative (such as the assigned representative) at a remote location, enabling remote communication with the representative. The remote customer service device 4 also transmits information regarding the customer's identification documents to the customer service terminal 9 operated by the customer service representative at the remote location, and receives information to be handed over to the customer from the customer service terminal 9. The remote customer service device 4 may also be configured to have an interface that allows it to connect to and communicate with a device carried by the customer (such as a smartphone).

[0057] The small currency processing device 5 is located next to the remote customer service device 4. The small currency processing device 5 is configured to allow deposits and withdrawals of cash, for example, less than one million yen. The small currency processing device 5 is operated remotely by a customer service employee at a remote location. However, the small currency processing device 5 may also be operated by the customer.

[0058] The large currency processing device 6 is operated (used) by customers and processes the deposit and withdrawal of currency. The large currency processing device 6 is equipped with a processor (not shown), an interactive display 6A, an operation display 6B, a currency processing unit 6C, and a sensor camera 6D. The operation display 6B has a touch panel function, and customers operate the large currency processing device 6 using the operation display 6B.

[0059] The assigned customer service representative is displayed on the interactive display 6A. The interactive display 6A may also incorporate at least one of a microphone and / or speaker. Furthermore, the sensor camera 6D captures images of the customer, and the customer's face, as captured by the sensor camera 6D, is displayed on the customer service representative's terminal 9. The sensor camera 6D may also incorporate a microphone or a human detection sensor. Therefore, even if a customer is unfamiliar with operating the large currency processing device 6, they can receive assistance in operating it while interacting with the customer service representative. In this way, the large currency processing device 6 is configured to connect to a customer service representative's terminal 9 operated by a customer service representative in a remote location, enabling remote interaction with the representative. In addition to assistance through remote conversation, the representative can also remotely operate the large currency processing device 6 via the customer service representative terminal 9.

[0060] When identity verification is performed in the large currency processing device 6, the sensor camera 6D acquires identity verification information from the customer. For example, the sensor camera 6D photographs the customer's identification documents or ID card. The large currency processing device 6 may also be equipped with a card reader or document scanner for acquiring identity verification information.

[0061] The remote customer service system of this embodiment is equipped with a control device 10. The control device 10 is a connection server, etc., located outside or inside the facility (store), and is equipped with a processor such as a CPU or GPU. The control device 10 may be, for example, a server located in the data center of a vendor providing the remote customer service system, a server located in the data center of a financial institution, or it may be processed on the cloud. The control device 10 connects the facility's equipment and the customer service terminal 9 to perform remote dialogue between the customer and the customer service staff. Specifically, the control device 10 performs a call connection between a selected one of the customer reception device 2, the remote customer service device 4, and the large currency processing device 6, and a selected one of the multiple customer service terminals 9, thereby realizing remote dialogue between the customer and the customer service staff. This call connection may be performed by a peer-to-peer (P2P) connection, or by a client-server method via the control device 10.

[0062] Customers can interact with remote staff via a network at the customer reception device 2, the remote customer service device 4, and the large currency processing device 6. However, if, for example, after a customer has a remote conversation with a staff member at the remote customer service device 4 (first device) in remote customer service area B, the customer moves to the self-service deposit / withdrawal area C and operates (uses) the next device (second device), such as the large currency processing device 6, and then engages in a remote conversation with a different staff member, the customer may feel uncomfortable, or each staff member may have to perform redundant verification tasks. For this reason, it may be more efficient for the same staff member to continue the remote conversation with the customer when the customer finishes operating the first device and moves to the second device. The control device 10 of this embodiment has a function to support the customer in continuing to have a remote conversation with the same first staff member even if the customer moves to a different area and operates the second device after having a remote conversation with the first staff member.

[0063] The first device may be a customer registration device 2, a remote customer service device 4, or a large currency processing device 6. The second device may be, for example, a remote customer service device 4 or a large currency processing device 6 that a customer who has operated the customer registration device 2 will then operate. Alternatively, the second device may be a large currency processing device 6 that a customer who has operated the remote customer service device 4 will then operate.

[0064] The control device 10 includes a mode switching unit 11, a customer attribute acquisition unit 12, a service staff attribute acquisition unit 13, a task acquisition unit 14, and a waiting time acquisition unit 15. These functional units are realized when a predetermined program is executed on the processor of the control device 10.

[0065] The mode switching unit 11 switches the control mode of the control device 10. The control device 10 selectively executes two control modes when a customer finishes operating the first device, which involves remote interaction with the previous service staff, and starts operating the next device (second device): an optional continuation mode in which the previous service staff does not necessarily continue to assist, and a specific continuation mode in which the previous service staff continues to assist.

[0066] The optional continuation mode is a control mode that connects a second device to a customer service terminal 9 operated by a successor customer service employee, who is one of several customer service employees including the preceding customer service employee, to enable remote dialogue between the customer and the successor customer service employee. In other words, the optional continuation mode is a control mode that connects a second device to a customer service terminal 9 operated by a successor customer service employee, who is not limited to the preceding customer service employee, to enable remote dialogue between the customer and the successor customer service employee. That is, in optional continuation mode, any customer service employee (which may be the preceding customer service employee or any other customer service employee) can engage in remote dialogue with the customer.

[0067] The specific continuation mode is a control mode that connects the customer service terminal 9 operated by the preceding customer service employee with the second device to enable remote dialogue between the customer and the preceding customer service employee. In other words, in the specific continuation mode, the preceding customer service employee continues to engage in remote dialogue with the customer.

[0068] Furthermore, when a customer conducts remote conversations sequentially using multiple devices, the customer service representative who conducted the remote conversation with the customer using the first device is referred to as the "previous customer service representative," and the customer service representative who conducted the remote conversation with the customer using the next device is referred to as the "successor customer service representative." Therefore, in the optional continuation mode, the "successor customer service representative" may be the same person as the "previous customer service representative."

[0069] The customer attribute acquisition unit 12 acquires customer attributes that indicate the customer's attributes. Customer attributes include, for example, information about the customer's age group, gender, number of visits, and previously designated service staff. The service staff attribute acquisition unit 13 acquires service staff attributes that indicate the attributes of the preceding service staff. The attributes of the preceding service staff include, for example, information about the qualifications and experience of the preceding service staff, and customers who have previously designated them. The work acquisition unit 14 acquires information about the service staff's work performed in remote conversations using the second device. The waiting time acquisition unit 15 acquires the waiting time until the second device becomes available, for example, from a timetable (not shown).

[0070] The customer service terminal 9 is configured to accept operations from a preceding customer service employee to set the control mode to a specific continuous mode. The remote customer service device 4, etc. (first device) is also configured to accept operations from a customer to set the control mode to a specific continuous mode. The control device 10 is configured to determine whether the mode switching unit 11 can switch the control mode to a specific continuous mode based on information acquired from the remote customer service device 4, etc. (first device), the customer service terminal 9, the customer attribute acquisition unit 12, the customer service employee attribute acquisition unit 13, the work acquisition unit 14, and the waiting time acquisition unit 15, respectively.

[0071] [Remote customer service using a specific continuous mode, and remote customer service using a discretionary continuous mode] Based on the flowchart shown in Figure 3, remote customer service using a specific continuation mode and remote customer service using an arbitrary continuation mode will be explained. In step #01, the control device 10 determines whether or not there is a customer service request from the device. Specifically, a request signal is sent from the device to the control device 10 when the customer operates the device. The control device 10 then determines whether or not it has received the request signal from the device.

[0072] If a customer operates the device and a service request is made from the device (Step #01: Yes), the control device 10 displays information regarding the customer's service request to multiple service staff terminals 9 (Step #02). Specifically, the information regarding the service request from the device is notified to the service staff terminal 9 of the service staff who are not currently serving a customer. If there is no service request from the device (Step #01: No), information regarding the customer's service request is not displayed to the service staff terminals 9. In this case, the service staff are either on standby or performing other duties.

[0073] With information regarding customer service requests displayed on multiple employee terminals 9, the control device 10 determines whether or not there is a customer service request from an employee (step #03). Specifically, one of the employee terminals 9 of an employee who is not currently serving a customer receives an operation to enable the employee to respond to the customer service request from the device, and the control device 10 determines whether or not it has received a request signal from the employee terminal 9 based on the employee's operation. If there is no customer service request from an employee (step #03: No), the system enters a standby state, but a configuration in which a timeout process is executed is also possible.

[0074] If a customer service request is received from a customer service representative (Step #03: Yes), the control device 10 connects the device operated by the customer and the customer service representative's terminal 9 in a conversational manner (Step #04). This enables remote communication between the customer and the customer service representative. Once Step #04 is executed, consultations, business negotiations, etc., can be conducted via remote communication.

[0075] Step #05 determines whether the customer leaves the store after the remote conversation ends. Specifically, after the remote conversation between the customer and the service staff ends, it is determined whether the customer will use the next device or move to another booth to have another remote conversation with the service staff. This determination is based, for example, on the content of the customer's input to the device (such as pressing the exit button) or the content of the service staff's input to the service staff terminal 9 (such as pressing the service end button). If the customer leaves the store after the remote conversation ends without having another remote conversation (Step #05: Yes), the flowchart shown in Figure 3 ends. The remote service provided by the service staff to the customer then ends, and the service staff either waits again or performs other tasks.

[0076] Furthermore, a customer leaving the store includes not only leaving immediately after the remote interaction ends, but also leaving after operating equipment that does not involve remote interaction or interacting with store staff.

[0077] If the customer does not leave the store after the remote conversation ends and conducts another remote conversation using the next device (second device) (Step #05: No), the control device 10 (mode switching unit 11) selectively sets the control mode to either the arbitrary continuation mode or the specific continuation mode (Step #06).

[0078] The following are examples of conditions for setting the control mode to a specific continuous mode:

[0079] Condition 01 - The customer service terminal 9 of the preceding customer service provider received an operation from the preceding customer service provider to continue remotely interacting with the customer using the second device.

[0080] Condition 02 - The device (the first device) receives an operation indicating that the customer wishes to continue remotely communicating with the previous service provider using the second device.

[0081] Condition 03 - The customer's age is or is estimated to be above a specified age (e.g., 70 years old). That is, if the customer attribute includes the customer's age, and the customer's age is above a predetermined age, the customer attribute condition is met.

[0082] Condition 04 - The number of times the customer has visited the facility is less than or equal to a predetermined number (e.g., 1 time). That is, if the customer attribute includes the number of times the customer has visited the facility, and the number of visits is less than or equal to a predetermined number, the customer attribute condition is met.

[0083] Condition 05 - A specified period (e.g., 3 years) or more has passed since the customer's last visit to the facility.

[0084] Condition 06 - The customer's importance is equal to or greater than a predetermined threshold (for example, a value indicating a valued customer). That is, if the customer attribute includes a value indicating the customer's importance, and this value is equal to or greater than a predetermined value, the customer attribute condition is met.

[0085] Condition 07 - The value indicating the correlation between the work performed by the previous customer service employee in the first device and the work performed in the second device is above a predetermined threshold (if the correlation is high, it is more efficient for the previous customer service employee to continue performing the work).

[0086] Condition 08 - If the work performed by the second device requires a specific qualification (e.g., First-Class Financial Planning Technician, Loan Business Handling Supervisor, etc.), the preceding customer service representative must possess that qualification. In other words, the customer service representative attribute includes information on whether the preceding customer service representative possesses the qualification, and if the work performed by the second device requires that qualification, and the preceding customer service representative possesses that qualification, then the customer service representative attribute condition is met. Note that if the work performed by the second device does not require a specific qualification, this condition is not treated as a condition for setting the control mode to a specific continuous mode.

[0087] Condition 09 - The waiting time acquired by the waiting time acquisition unit 15 is less than a preset time (e.g., 3 minutes) (If the waiting time is long, it will result in wasted waiting time for the preceding customer service staff member, reducing the efficiency of their work).

[0088] Customer attributes are acquired by the customer attribute acquisition unit 12. The timing at which the customer attribute acquisition unit 12 acquires customer attributes may be any timing from the timing of step #01 to the timing before step #06. The control device 10 determines whether the conditions of the customer attributes (e.g., customer age group, gender, number of visits, etc.) meet the conditions for setting the arbitrary continuation mode.

[0089] Furthermore, the customer service attribute acquisition unit 13 acquires customer service attributes (for example, information on qualifications, work history, customers who have previously requested it, etc.), the work acquisition unit 14 acquires information on the customer service staff's work in the second device, and the waiting time acquisition unit 15 acquires the time (waiting time) when the second device becomes available. The timing at which the customer service attribute acquisition unit 13, the work acquisition unit 14, and the waiting time acquisition unit 15 acquire information can be any timing from the timing of step #01 to the timing before step #06.

[0090] The conditions used to set the control mode may be one of the above-mentioned conditions or a combination of several of them.

[0091] Furthermore, these conditions may be assigned a priority order. For example, if condition 08 (qualification requirements for customer service staff) is assigned as the highest priority condition, the control mode may be configured such that if the customer service staff attributes do not meet condition 08, the control mode cannot be set to the specific continuous mode, even if other conditions are met. In other words, the control device 10 may be configured to set the control mode to the specific continuous mode when the customer service staff attribute conditions are met, and to set the control mode to the arbitrary continuous mode when the customer service staff attribute conditions are not met.

[0092] Furthermore, if the preceding customer service representative does not meet the qualification requirements under condition 08 above, the system may be configured so that the preceding customer service representative can designate a successor customer service representative who possesses the necessary qualifications. In addition, the system may be configured so that the remote interaction with the customer in the second device is performed by the successor customer service representative designated by the preceding customer service representative.

[0093] Furthermore, if the customer attributes meet at least one of the above conditions 03 to 06, the control device 10 may be configured to automatically set the control mode to a specific continuation mode, even if neither the preceding service provider nor the customer has performed any operations (i.e., conditions 01 and 02 are not met), provided that other necessary conditions are met. In other words, the control device 10 may be configured to set the control mode to a specific continuation mode when the customer attribute conditions are met, and to set the control mode to an arbitrary continuation mode when the customer attribute conditions are not met.

[0094] Furthermore, if the above condition 09 is not met in terms of the waiting time required for the preceding customer service staff, the control mode may be configured in such a way that it cannot be set to the specific continuation mode, even if other conditions are met. In other words, the control device 10 may be configured to set the control mode to the specific continuation mode when the waiting time is less than a preset time when the customer finishes operating the first device which involves remote interaction with the preceding customer service staff, and to set the control mode to the arbitrary continuation mode when the waiting time is equal to or greater than a preset time.

[0095] In step #07, it is determined whether the control mode is set to the specific continuation mode. If the control mode is set to the specific continuation mode (step #07: Yes), the next device the customer operates will be subject to connection restrictions (step #08). In other words, the control device 10 is configured to prohibit operation of the second device by anyone other than the customer when the control mode is set to the specific continuation mode. This prevents the risk of another person unexpectedly operating the second device before the customer begins to operate it.

[0096] Furthermore, in step #08, the preceding customer service representative enters a continuous standby state, waiting for a customer service request from the second device. At this time, the customer service representative's terminal 9 transitions to a standby state, preparing to receive the customer service request from the second device that the customer will operate next. In other words, when the control mode is set to the specific continuous mode, the control device 10 is configured to cause the customer service representative's terminal 9 to transition to a standby state, waiting to connect with the second device for remote interaction.

[0097] Furthermore, in step #08, the device (first device) is configured to transmit information acquired by the customer's operation to the preceding customer service terminal 9, in response to the control mode being set to a specific continuous mode. This allows, for example, the preceding customer service terminal 9 to transfer the information to the second device and set the second device to a state where it has already acquired the information.

[0098] In step #09, the control device 10 determines whether or not there is a customer service request from the device (the second device). Specifically, a request signal is sent from the device to the control device 10 when the customer operates the second device. The control device 10 then determines whether or not it has received the request signal from the second device. If there is no customer service request from the second device (step #09: No), the preceding customer service staff member enters a standby state, although a timeout process may be executed in the configuration.

[0099] If a customer operates the second device and a service request is made from the second device (Step #09: Yes), the control device 10 displays information regarding the customer's service request on the preceding service provider's service terminal 9 (Step #10). In other words, the preceding service provider's service terminal 9 is notified of the service request from the second device.

[0100] With information regarding the customer's service request displayed on the preceding customer service employee's terminal 9, the control device 10 determines whether or not there is a service request from the customer service employee (step #11). Specifically, the preceding customer service employee operates the customer service terminal 9 to perform an operation to provide remote customer service. The customer service terminal 9, having received the operation, sends a request signal to the control device 10. The control device 10 determines whether or not it has received the request signal. The control device 10 ignores any request signals that were not sent from the preceding customer service employee's terminal 9. If there is no service request from the preceding customer service employee (step #11: No), the control device enters a waiting state, but a configuration in which a timeout process is executed is also possible.

[0101] If there is a request for service from the preceding customer service representative (Step #11: Yes), the control device 10 connects the second device operated by the customer and the customer service representative's terminal 9 in a conversational manner (Step #12). This enables remote conversation between the customer and the customer service representative. Once Step #12 is executed, consultations, business negotiations, etc., can be conducted via remote conversation.

[0102] If the control mode is set to optional continuation mode (step #07: No), the remote interaction between the preceding service provider and the customer (remote service by the preceding service provider) ends. Then, in step #13, the control device 10 determines whether or not there is a service request from the device (second device). Specifically, the customer operates the second device, which sends a request signal from the second device to the control device 10. The control device 10 then determines whether or not it has received the request signal from the second device.

[0103] If a customer operates the second device and a service request is made from the second device (Step #13: Yes), the control device 10 displays information about the customer's service request on multiple employee terminals 9 (Step #14). Specifically, the information about the service request from the second device is notified to the employee terminals 9 of employees who are not currently serving a customer. The employee terminals 9 may include the employee terminal 9 of a preceding employee. If there is no service request from the device (Step #13: No), information about the customer's service request is not displayed on the employee terminals 9. In this case, the employee is either on standby or performing other duties.

[0104] With information regarding customer service requests displayed on multiple employee terminals 9, the control device 10 determines whether or not there is a customer service request from an employee (step #15). Specifically, an employee who is not currently serving a customer operates an employee terminal 9 to perform an operation to provide remote customer service. The employee terminal 9 that receives the operation sends a request signal to the control device 10. The control device 10 determines whether or not it has received the request signal. If there is no customer service request from an employee (step #15: No), the system enters a standby state, but a configuration in which a timeout process is executed is also possible.

[0105] If a customer service request is received from a customer service representative (Step #15: Yes), the control device 10 connects the device operated by the customer with the customer service representative terminal 9 of the successor customer service representative (the customer service representative terminal 9 that issued the customer service request) in a conversational manner (Step #16). This enables remote communication between the customer and the successor customer service representative. Once Step #16 is executed, consultations, business negotiations, etc., can be conducted via remote communication.

[0106] Furthermore, the successor customer service representative may be the same person as the preceding customer service representative. In other words, even if the determination in step #07 is "No" and the remote interaction between the preceding customer service representative and the customer ends, if the preceding customer service representative is in standby mode when the customer starts operating the second device, and the preceding customer service representative meets the qualifications and other requirements necessary for customer service, the preceding customer service representative may perform remote customer service again in response to a remote customer service request from the customer.

[0107] Then, when the remote conversation between the customer and the service staff is complete, the process returns to step #05 to determine whether the customer will leave the store after the remote conversation ends (step #05). The process from step #06 onwards is repeated until the customer stops the remote conversation and leaves the store (step #05: Yes).

[0108] Furthermore, after a determination of "No" is made in step #05, and before a customer service request is received from the device (second device) based on step #09 or step #13, the detection unit 8 may track the customer's movements using, for example, optical flow technology or skeletal model recognition (see the occupancy confirmation of self-deposit / withdrawal area C shown in Figure 4) based on the captured image taken by the imaging unit 7. Additionally, once the customer arrives at the second device, the second device and the customer service terminal 9 may be automatically connected.

[0109] The flow of remote interaction in this embodiment will be explained with reference to Figures 4 and 5. Figure 4 shows the flow when the control mode of the control device 10 is in the specific continuation mode, and Figure 5 shows the flow when the control mode of the control device 10 is in the arbitrary continuation mode. Figures 4 and 5 show the actions of a customer after they have first completed the reception process at the customer reception device 2 and have been guided to the remote customer service area B. In addition, Figures 4 and 5 illustrate the remote customer service device 4 as the first device and the large currency processing device 6 as the second device.

[0110] As explained using Figure 4, the customer engages in a remote conversation with a remote customer service representative A (the preceding customer service representative) using the remote customer service device 4 in the remote customer service area B (Action #01). The remote customer service device 4 may also perform identity verification. In this case, the sensor camera 4C, card reader 4D, or document scanner 4E obtains identity verification information from the customer. Customer service representative A then determines whether the obtained information matches the customer's face as captured by the sensor camera 4C, thereby performing identity verification. Identity verification may be performed automatically by the remote customer service device 4, or it may be performed by an authentication server in a data center or similar location.

[0111] Customers can use the seal scanner 4F to affix their seal or sign on the desktop display 4B as needed (Action #02).

[0112] One possibility is that customers may deposit or withdraw money based on transaction details determined through communication with a remote customer service representative. If the amount to be deposited or withdrawn is small, the remote customer service representative can remotely operate the small money processing device 5 to hand over the money to the customer or receive the money from the customer.

[0113] If it is a large cash transaction that cannot be processed by the small currency processing device 5, the interaction between the customer and attendant A ends. At this time, as described above in step #06 of Figure 3, the mode switching unit 11 of the control device 10 sets the control mode to a specific continuous mode. Then, attendant A enters a continuous standby state (action #03), and the customer leaves the remote customer service area B and waits again in lobby A, waiting for preparation to be completed in the self-service deposit / withdrawal area C (action #04). "Completion of preparation" includes the preparation that the large currency processing device 6 to be operated next will be subject to connection restrictions. For example, if a person with a prior reservation is operating the large currency processing device 6 before the customer operates it, operation of the large currency processing device 6 by anyone other than the customer is prohibited after the person with the prior reservation has completed their operation of the large currency processing device 6. The waiting time for both the customer and attendant A at this time is, for example, within 3 minutes. Then, presence confirmation is automatically performed in the self-service deposit / withdrawal area C. Furthermore, if self-service deposit / withdrawal area C is available, customers may move directly from remote customer service area B to self-service deposit / withdrawal area C without waiting in lobby A.

[0114] An imaging unit 7 is located in the self-service deposit / withdrawal area C. Figure 4 shows an example of an image captured by the imaging unit 7 during occupancy confirmation in the self-service deposit / withdrawal area C. The detection unit 8 generates a skeletal model of a person present in the area based on the captured image. The detection unit 8 recognizes the positions of the person's joints in three dimensions through analysis by a neural network (so-called artificial intelligence) identified by mechanical deep learning, for example, and generates a skeletal model by connecting each joint with a straight line. The detection unit 8 then detects the actions of a person walking, standing, or sitting in the area based on the changes in the skeletal model over time. In this embodiment, when the skeletal model moves in the direction of exiting the self-service deposit / withdrawal area C, the detection unit 8 detects the person's departure.

[0115] If there are no other customers in self-service deposit / withdrawal area C, the area number (booth number) will be displayed on the guidance display 2A along with the transaction number slip, and the customer will proceed to self-service deposit / withdrawal area C (Action #05).

[0116] Identity verification may be performed before remote interaction takes place at the large currency processing unit 6 in the self-service deposit / withdrawal area C. In this case, the sensor camera 6D acquires information from the customer for identity verification. For example, the sensor camera 6D photographs the customer's identification documents or ID. The customer service staff A may then verify whether the information acquired in this way matches the customer's face as captured by the sensor camera 6D. Alternatively, the large currency processing unit 6 or the detection unit 8 may automatically perform identity verification using facial recognition technology or skeletal model recognition technology based on the images acquired by the imaging unit 7 or the sensor camera 6D. Alternatively, if the customer's movements are tracked based on the images captured by the imaging unit 7, identity verification may be omitted.

[0117] The customer continues to communicate remotely with staff member A while operating the large currency processing device 6 on the operation display 6B to deposit or withdraw currency (Action #06). This allows staff member A to continue communicating remotely with the customer, provide remote assistance with the operation of the large currency processing device 6, and provide meticulous service to the customer until the transaction is completed. This enables remote customer service that is likely to satisfy the customer.

[0118] In Figure 4, employee B (the successor employee) is either on standby or concentrating on other tasks (including remote customer service with other customers).

[0119] In Figure 5, at the large currency processing device 6 in self-service deposit / withdrawal area C, employee B (the successor employee) is remotely interacting with the customer, taking over from employee A (the preceding employee). Action #11 shown in Figure 5 is the same as action #01 shown in Figure 4. Action #12 shown in Figure 5 is the same as action #02 shown in Figure 4, but when the interaction between the customer and employee A ends, the mode switching unit 11 of the control device 10 sets the control mode to the arbitrary continuation mode. Action #13 shown in Figure 5 is the same as action #04 shown in Figure 4, but unlike the case shown in Figure 4, the waiting time may be longer, such as 3 minutes or more. Then, after an occupancy check is automatically performed in self-service deposit / withdrawal area C, if there are no other people in self-service deposit / withdrawal area C, the area number (booth number) is displayed on the guidance display 2A along with the transaction number slip, and the customer moves to self-service deposit / withdrawal area C (action #14). Furthermore, if self-service deposit / withdrawal area C is available, customers may move directly from remote customer service area B to self-service deposit / withdrawal area C without waiting in lobby A.

[0120] Identity verification may be performed before remote interaction takes place at the large currency processing unit 6 in the self-service deposit / withdrawal area C. In this case, for example, the large currency processing unit 6 or the detection unit 8 may automatically perform identity verification using facial recognition technology or skeletal model recognition technology based on images acquired by the imaging unit 7 or sensor camera 6D. Alternatively, customer service staff B may perform identity verification by comparing the identity verification information acquired by the sensor camera 6D with the customer's face captured by the sensor camera 6D. Or, if the customer's movements are tracked based on images acquired by the imaging unit 7, identity verification may be omitted.

[0121] The customer operates the large currency processing device 6 on the operation display 6B while remotely communicating with customer service provider B on behalf of customer service provider A, depositing and withdrawing currency (Action #15). Customer service provider B can remotely assist with the operation of the large currency processing device 6 and provide consultation to the customer while remotely communicating with the customer. In other words, customer service provider B takes over tasks that do not require continued customer service from customer service provider A. This improves the overall work efficiency of multiple customer service providers. In the example shown in Figure 5, if customer service provider A is in standby mode when the customer begins operating the large currency processing device 6, customer service provider B does not necessarily need to communicate with the customer remotely; customer service provider A may communicate with the customer remotely.

[0122] [List confirmation screen displayed on the customer service staff's terminal] Figure 6 shows an example of a list confirmation screen 20 displayed on the display of each customer service employee's terminal 9. This list confirmation screen 20 displays a list of in-facility equipment 21, a facility list 22, and a customer service employee list 23.

[0123] In the facility equipment list section 21, thumbnail images of the booths where the customer reception device 2, remote customer service device 4, and large currency processing device 6 are located in "Store No. 1" are displayed. Customer service staff can confirm when a person has entered each booth and perform customer service duties according to the person's arrival at the booth.

[0124] The column for the large currency processing device 6 displays the annotation "Continued Service." In other words, the control device 10 is configured to notify the service staff terminal 9 that the large currency processing device 6, etc. (the second device) is the subject of remote dialogue based on the specific continuous mode when the control mode is set to the specific continuous mode. Specifically, when the control mode is set to the specific continuous mode, the display manner of the information indicating the second device (thumbnail color, pattern, text information, etc.) and the display manner of the information indicating other devices are displayed differently on the list confirmation screen 20. At this time, the column for the large currency processing device 6, etc. (the second device) may be changed to a grayed-out display. Furthermore, if, for example, a person other than the customer who is scheduled to operate the second device is attempting to operate the second device, the system may be configured to allow service staff A and C, other than the preceding service staff, to remotely communicate with that person and issue warnings, etc.

[0125] Furthermore, the control device 10 is configured to prohibit operation of the large currency processing device 6 (second device) by anyone other than the customer when the control mode is set to a specific continuous mode. With this configuration, the risk of another person unexpectedly operating the large currency processing device 6 (second device) before the customer begins to operate it is avoided.

[0126] If it is not possible to display all devices in the facility device list section 21, the facility device list section 21 may be configured to display a scrolling list of devices, or the display of devices in the facility device list section 21 may be automatically switched.

[0127] Multiple facilities, such as "Store No. 2," "Store No. 3," and "Store No. 4," are displayed in the facility list section 22. When a customer service staff member clicks or touches any of the entries for "Store No. 2," "Store No. 3," or "Store No. 4," a list of devices in the selected store from "Store No. 2," "Store No. 3," and "Store No. 4" is displayed in the facility equipment list section 21, along with a video of the booth. At this time, "Store No. 1" is no longer displayed in the facility equipment list section 21 and is instead displayed in the facility list section 22.

[0128] If it is not possible to display all facilities in the facility list field 22, the facility list field 22 may be configured to display a scrolling list of facilities, or the display of facilities in the facility list field 22 may be configured to switch automatically.

[0129] The customer service staff list section 23 displays customer service staff B, C, D, and E. For example, if the list confirmation screen 20 shown in Figure 6 is displayed on customer service staff terminal 9 of customer service staff A, the customer service staff list section 23 will display a list of all customer service staff except A, along with each staff member's current status (standby, serving, and continuing standby).

[0130] In the example shown in Figure 6, the annotation "Continued Service" is displayed for the large currency processing device 6 shown in the facility equipment list column 21, and the annotation "Continuing Standby" is displayed for employee E shown in the employee list column 23. At this time, employee E's column may be changed to a grayed-out display. In other words, when the control mode is set to the specific continuation mode, the control device 10 is configured to notify the employee terminal 9 operated by an employee other than employee E (the preceding employee) that employee E is the target of remote dialogue based on the specific continuation mode. Specifically, when the control mode is set to the specific continuation mode, the display manner (color, pattern, text information, etc.) of the information indicating employee E (the preceding employee) and the display manner of the information indicating other employees are displayed differently on the list confirmation screen 20. From this, other employees other than employee E can understand that employee E is waiting to continue remote dialogue with a customer moving to the large currency processing device 6 at "Store No. 1".

[0131] If it is not possible to display all the staff in the staff list section 23, the staff list section 23 may be configured to display a scrolling list of staff, or the staff displayed in the staff list section 23 may be automatically switched.

[0132] [Effects of the Embodiment] The remote customer service system disclosed herein includes multiple devices installed within a facility and used by customers, a customer service terminal 9 located in a remote location away from the facility and operated by a customer service employee, and a control device 10 that connects the devices and the customer service terminal 9 to enable remote dialogue between the customer and the customer service employee. The control device 10 is configured to allow switching whether or not to perform remote dialogue with the previous customer service employee when the customer finishes using the first device, which involves remote dialogue with the previous customer service employee, and begins using the second device.

[0133] According to this disclosure, the control device 10 is configured to allow the user to choose whether or not the preceding customer service representative will continue to serve the customer in the second device as well. Therefore, with this disclosure, even in cases where, for example, a bank has multiple devices distributed throughout the facility and customers use multiple devices in sequence, it is possible to configure the system so that the preceding customer service representative consistently provides remote customer service to the customer, thereby increasing customer satisfaction. This realizes a remote customer service system that achieves both increased customer satisfaction in remote customer service and increased efficiency in remote customer service operations.

[0134] In this disclosure, the control device 10 selectively executes two control modes when initiating the operation of the second device: an optional continuation mode in which the preceding customer service employee does not necessarily continue to provide service, and a specific continuation mode in which the preceding customer service employee continues to provide service.

[0135] According to this disclosure, the control device 10 is equipped with an arbitrary continuation mode and a specific continuation mode. When the control mode is set to specific continuation mode, the preceding customer service staff continues to serve the customer at the second device as well. Therefore, with this disclosure, even in cases where multiple devices are distributed throughout a facility, such as a bank, and customers use multiple devices in sequence, the preceding customer service staff can consistently provide remote service to the customer, thereby increasing customer satisfaction. In addition, redundant verification work by the shifting customer service staff is eliminated, and operations become more efficient.

[0136] In this disclosure, the optional continuation mode is a control mode that connects a second device to a customer service terminal 9 operated by a successor customer service employee (not limited to the preceding customer service employee) to enable remote dialogue between the customer and the successor customer service employee. The specific continuation mode is a control mode that connects a second device to a customer service terminal 9 operated by the preceding customer service employee to enable remote dialogue between the customer and the preceding customer service employee.

[0137] This disclosure indicates that when the control mode is set to a specific continuation mode, the remote interaction between the customer and the preceding service provider continues on the second device.

[0138] In this disclosure, the customer service terminal 9 is configured to accept operations from a preceding customer service employee to set the control mode to a specific continuous mode.

[0139] With this disclosure, when the prior customer service representative determines that it is necessary to continue remotely interacting with the customer, they can operate the customer service representative terminal 9 to resume the remote interaction between the customer and the prior customer service representative when the customer uses the second device.

[0140] In this disclosure, the first device is configured to accept customer operations to set the control mode to a specific continuous mode.

[0141] With this disclosure, if a customer wishes to continue remotely interacting with the previous service provider when moving from the first device to the second device, the customer can operate the first device to resume the remote interaction with the previous service provider when the customer uses the second device.

[0142] This disclosure includes a customer attribute acquisition unit 12 that acquires customer attributes indicating the attributes of the customer. The control device 10 is configured to set the control mode to a specific continuation mode when the conditions for the customer attributes are met, and to set the control mode to an arbitrary continuation mode when the conditions for the customer attributes are not met.

[0143] With this disclosure, the decision of whether to set the control mode to arbitrary continuation mode or specific continuation mode is made based on customer attributes, which can further enhance customer satisfaction.

[0144] In this disclosure, customer attributes include the customer's age. A customer attribute condition is met if the customer's age is above a predetermined age.

[0145] This disclosure enables the customer service representative to consistently communicate remotely with customers, even if the customer is an elderly person unfamiliar with using the first or second device. This makes it easier for customers to perceive the customer service representative's interaction as courteous.

[0146] In this disclosure, customer attributes include the number of times a customer has visited a facility. A customer attribute condition is met if the number of visits is less than or equal to a predetermined number.

[0147] With this disclosure, for example, even if a first-time customer is unfamiliar with using the first or second device, the preceding service provider can consistently communicate with the customer remotely. This makes it easier for the customer to perceive the service provider's response as courteous.

[0148] In this disclosure, customer attributes include a value indicating the customer's importance. A customer attribute condition is met when the importance value is equal to or greater than a predetermined value.

[0149] With this disclosure, for example, if the customer is a client, the initial customer service representative can consistently communicate with the customer remotely. This makes it easier for the customer to perceive the representative's service as courteous.

[0150] This disclosure includes a customer service attribute acquisition unit 13 that acquires customer service attribute information indicating the attributes of a previous customer service employee. The control device 10 is configured to set the control mode to a specific continuation mode when the conditions for the customer service attribute are met, and to set the control mode to an arbitrary continuation mode when the conditions for the customer service attribute are not met.

[0151] With this disclosure, the decision of whether to set the control mode to arbitrary continuation mode or specific continuation mode is made based on the customer service staff's attributes, which can further enhance customer satisfaction.

[0152] This disclosure includes a task acquisition unit 14 that acquires the tasks of a customer service representative performed in a remote interaction using a second device. The customer service representative attribute includes information on whether the preceding customer service representative is qualified or not. If the task requires qualifications and the preceding customer service representative is qualified, the conditions of the customer service representative attribute are met.

[0153] With this disclosure, if qualifications are required for operations using the second device, the risk of the prior service staff conducting remote interactions with customers without the necessary qualifications is avoided, and remote interactions with customers are ensured to be conducted by qualified service staff.

[0154] This disclosure includes a waiting time acquisition unit 15 that acquires the waiting time until the second device becomes available for use. The control device 10 is configured to set the control mode to a specific continuation mode if the waiting time is less than a preset time when the customer finishes using the first device, which involves remote interaction with the preceding service staff, and to set the control mode to an arbitrary continuation mode if the waiting time is equal to or greater than the preset time.

[0155] With this disclosure, the decision of whether to set the control mode to arbitrary continuation mode or specific continuation mode is made based on the waiting time. For example, if the waiting time is long, the system is set to arbitrary continuation mode, thus avoiding the need for the previous customer service staff to wait until the second device becomes available. Therefore, operational efficiency can be improved.

[0156] In this disclosure, the first device is configured to transmit information acquired through customer use to a customer service terminal 9 operated by a preceding customer service employee, in response to the control mode being set to a specific continuous mode.

[0157] With this disclosure, the information acquired by the first device can be used by the preceding customer service staff, thereby improving operational efficiency.

[0158] In this disclosure, the control device 10 is configured to, when the control mode is set to a specific continuous mode, cause the customer service terminal 9 operated by the preceding customer service employee to transition to a standby state in which it waits to connect with a second device for remote interaction.

[0159] This disclosure allows for a smooth resumption of remote communication between the customer and the previous service provider when the customer begins using the second device, thereby further enhancing customer satisfaction.

[0160] In this disclosure, the control device 10 is configured to prohibit the use of a second device by a person other than the customer when the control mode is a specific continuous mode.

[0161] With this configuration, the risk of another person unexpectedly using the second device before the customer begins using it is avoided, allowing for customer service without making the customer wait. Therefore, customer satisfaction can be further increased.

[0162] In this disclosure, the control device 10 is configured to notify a customer service terminal 9 operated by a customer service employee other than the preceding customer service employee that the preceding customer service employee is the subject of a remote dialogue based on the specific continuous mode when the control mode is set to the specific continuous mode.

[0163] With this disclosure, each customer service representative can share and be aware of the situation in which a preceding customer service representative is continuously engaging in remote conversations with a specific customer, thereby improving work efficiency.

[0164] In this disclosure, the customer service terminal 9 has a list confirmation screen 20 (display unit) capable of displaying information indicating multiple customer service staff. When the control mode is set to specific continuation mode, the information indicating the preceding customer service staff is displayed on the list confirmation screen 20 (display unit) in a different manner from the information indicating other customer service staff.

[0165] With this disclosure, each customer service representative can easily recognize, based on the display pattern of the display unit, the situation in which a preceding customer service representative is continuing a remote conversation with a specific customer, thereby improving work efficiency.

[0166] In this disclosure, the control device 10 is configured to notify the customer service terminal 9 that the second device is the subject of remote interaction based on the specific continuous mode when the control mode is set to the specific continuous mode.

[0167] With this disclosure, each customer service representative can share and be aware of the situation in which the preceding customer service representative is continuously engaging in remote conversation with a specific customer using the second device, thereby improving operational efficiency.

[0168] In this disclosure, the customer service terminal 9 has a list confirmation screen 20 (display unit) capable of displaying information indicating multiple devices. When the control mode is set to a specific continuous mode, the display manner of the information indicating a second device and the display manner of the information indicating other devices are displayed on the list confirmation screen 20 (display unit) in a different manner.

[0169] With this disclosure, each customer service representative can easily recognize, based on the display pattern of the display unit, that a preceding customer service representative is continuing to communicate remotely with a specific customer using a second device, thereby improving work efficiency.

[0170] [Another embodiment] This disclosure is not limited to the configurations exemplified in the embodiments described above, and other representative embodiments of this disclosure are described below.

[0171] (1) This disclosure may also be a remote customer service method performed in a remote customer service system that enables remote dialogue between a customer in a facility and a customer service representative in a remote location. This remote customer service method comprises a first step of connecting a first device used by the customer with a customer service representative terminal 9 operated by a preceding customer service representative to enable remote dialogue between the customer and the preceding customer service representative, and a second step of selectively performing whether or not to perform remote dialogue with the preceding customer service representative when the first step is completed and the customer begins using a second device different from the first device. Step #04 shown in Figure 3 corresponds to the first step. Step #06 shown in Figure 3 corresponds to the second step. According to this disclosure, in the second step, it is possible to select whether or not the preceding customer service representative will continue to serve the customer in the second device as well. Therefore, with this disclosure, even in cases where, for example, a bank has multiple devices distributed within the facility and customers use multiple devices in sequence, a configuration is realized in which the preceding customer service representative can consistently provide remote customer service to the customer. This realizes a remote customer service method that achieves both increased customer satisfaction in remote customer service and increased efficiency in remote customer service operations.

[0172] (2) This disclosure may also be a remote customer service program that enables remote conversations between customers within a facility and customer service staff located remotely. This remote customer service program has a first function that connects a first device used by the customer with a customer service terminal 9 operated by a preceding customer service staff member to enable remote conversations between the customer and the preceding customer service staff member, and a second function that, when the first function is completed and the customer begins using a second device different from the first device, allows the computer to selectively perform whether or not to perform a remote conversation with the preceding customer service staff member. Step #04 shown in Figure 3 corresponds to the first function. Step #06 shown in Figure 3 corresponds to the second function. According to this disclosure, the second function is configured to allow the computer to select whether or not the preceding customer service staff member will continue to serve the customer even when using the second device. Therefore, with this disclosure, even in cases where, for example, a bank has multiple devices distributed throughout the facility and customers use multiple devices in sequence, a configuration is realized that enables the preceding customer service staff member to consistently provide remote customer service to the customer. This realizes a remote customer service program that achieves both increased customer satisfaction in remote customer service and increased efficiency in remote customer service operations.

[0173] (3) The control device 10 may be configured to set the control mode to optional continuation mode if the second device is in use when the customer finishes using the first device. This configuration can reduce unnecessary waiting time for the preceding service staff member and improve the overall work efficiency of the service staff.

[0174] (4) In the embodiments described above, a bank branch was used as an example of a facility. The user management system of this disclosure is not limited to this embodiment and can be used in a variety of facilities such as financial institutions other than banks (trust banks, securities companies, etc.), unmanned branches, government offices, educational institutions, hospitals, post offices, travel agencies, ticket offices at airports and railway stations, sports facilities, etc. For example, if the facility is a vocational school, the system may be configured to allow students moving between classrooms to continue remote conversations with their assigned instructors in the classrooms they move to. For example, if the facility is a job placement agency office or an insurance consultant office, the system may be configured so that when a user waiting in the waiting lobby is remotely contacted by a consultant via digital signage, they are guided to a private booth and can continue remote conversations with the same consultant. For example, if the facility is a hospital, the system may be configured so that users moving between examination rooms for a health checkup can continue remote conversations with the same doctor or nurse.

[0175] (5) In the embodiments described above, the remote customer service device 4 was given as the first device and the large currency processing device 6 was given as the second device. The embodiments are not limited to this form, and the first device may be the customer reception device 2, and the second device may be the remote customer service device 4. Furthermore, if the customer uses the remote customer service device 4 after using the large currency processing device 6, the first device may be the large currency processing device 6 and the second device may be the remote customer service device 4. In addition, if the customer uses the remote customer service device 4 after using the automated currency deposit and withdrawal machine 1, the first device may be the automated currency deposit and withdrawal machine 1 and the second device may be the remote customer service device 4.

[0176] (6) A facility in which multiple devices are installed may consist of multiple buildings, for example. For example, the main building and the annex building may be treated as the same facility.

[0177] (7) The remote location where the customer service terminal 9 is located may be, for example, a building adjacent to a facility where multiple devices are located, or a moving object.

[0178] (8) In the above-described embodiment, the control device 10 is configured to prohibit the use of the second device by a person other than the customer when the control mode is the specific continuous mode. The control device 10 is not limited to this embodiment, and even when the control mode is the specific continuous mode, the control device 10 may be configured not to prohibit the use of the second device by a person other than the customer if, for example, the person's procedure is completed in a short time.

[0179] (9) As described above in step #08 of Figure 3, when the control mode is set to specific continuation mode, the preceding service staff member enters a continuation standby state, and the second device that the customer will use next becomes subject to connection restriction. At this time, for example, if a person other than the customer who is scheduled to use the second device tries to use the second device, the system may be configured to allow the service staff member to remotely communicate with that person and issue a warning. The service staff member who issues the warning may be the preceding service staff member or another service staff member.

[0180] (10) In the above-described embodiment, in the optional continuation mode, the "successor customer service representative" is one of a plurality of customer service representatives, including the preceding customer service representative. The optional continuation mode may be set and the control device 10 configured such that the "successor customer service representative" is one of a plurality of customer service representatives, excluding the preceding customer service representative. In other words, the optional continuation mode may be a control mode that connects the customer service representative terminal 9 operated by the successor customer service representative, who is not limited to the preceding customer service representative, to the second device to perform a remote conversation between the customer and the successor customer service representative.

[0181] (11) In the above-described embodiment, the customer reception device 2, the remote customer service device 4, and the large currency processing device 6, each of which are "devices" used by customers, have a network-based dialogue function with a remote customer service representative. The embodiment is not limited to this one, and for example, the customer reception device 2 may have a conventional configuration that is completed only within the store's network and is not capable of network-based dialogue with a remote customer service representative. In this case, the "devices" used by customers may consist of a combination of a conventional customer reception device 2 and an interactive signage device that has a network-based dialogue function with a remote customer service representative. In this configuration, customers can use the conventional customer reception device 2 while listening to explanations from a remote customer service representative using the interactive signage device. Also, for example, the large currency processing device 6 may have a configuration that does not allow network-based dialogue with a remote customer service representative. In this case, the "devices" used by customers may consist of a combination of a large currency processing device 6 that does not have a remote dialogue function and an interactive signage device that has a network-based dialogue function with a remote customer service representative. In this configuration, customers can use the large currency processing device 6 while listening to explanations from a remote service representative using an interactive signage device. Thus, the "device" used by customers in this disclosure may be configured as a single device by combining a device that does not have a function to interact with a remote service representative and an interactive device that has a function to interact with a remote service representative via a network. Furthermore, the "multiple devices" in this disclosure may be configured by multiple such combinations.

[0182] (12) In the above-described embodiment, the optional continuation mode is a control mode that connects the customer service terminal 9 and the second device to perform remote dialogue between the customer and the successor customer service employee, and the specific continuation mode is the control mode that connects the customer service terminal 9 and the second device to perform remote dialogue between the customer and the preceding customer service employee. The embodiment is not limited to this, and for example, the optional continuation mode may be a control mode that performs a text-based chat exchange between the customer and the successor customer service employee, and the specific continuation mode may be a control mode that performs a text-based chat exchange between the customer and the preceding customer service employee. That is, the control device 10 only needs to be configured to selectively perform an optional continuation mode in which the preceding customer service employee does not necessarily continue to respond, and a specific continuation mode in which the preceding customer service employee continues to respond, and it is not necessary for remote dialogue with images and sound to be performed continuously.

[0183] (13) The control device 10 described above selectively executes two control modes when starting operation of the second device: an optional continuation mode in which the preceding customer service staff does not necessarily continue to provide service, and a specific continuation mode in which the preceding customer service staff continues to provide service. In the optional continuation mode, the customer does not need to interact with the customer, and the customer simply operates the second device. That is, the control device 10 may be configured to allow switching between whether or not to perform remote interaction with the preceding customer service staff when the customer finishes using the first device, which involves remote interaction with the preceding customer service staff, and starts using the second device.

[0184] (14) The above-mentioned devices (customer reception device 2, remote customer service device 4, large currency processing device 6) are configured to be operated by the customer. However, the above-mentioned devices are not limited to this embodiment, and may be configured to allow remote customer service to be provided to the customer by being connected remotely by the customer service staff, and not to be operated by the customer. In other words, the above-mentioned devices only need to be used by the customer.

[0185] Furthermore, the configurations disclosed in the above-described embodiments (including other embodiments, the same applies hereinafter) can be applied in combination with configurations disclosed in other embodiments, as long as no inconsistencies arise. In addition, the embodiments disclosed herein are illustrative, and the embodiments of this disclosure are not limited thereto and can be modified as appropriate without departing from the purpose of this disclosure. [Industrial applicability]

[0186] This disclosure is applicable to remote customer service systems, remote customer service methods performed by remote customer service systems, and remote customer service programs. [Explanation of Symbols]

[0187] 2: Customer registration device (device, first device) 4: Remote customer service equipment (equipment, first equipment, second equipment) 6: Large-scale currency processing equipment (device, first device, second device) 9: Customer service terminal 10: Control device 12:Customer attribute acquisition department 13: Customer service attribute acquisition department 14: Business acquisition department 15: Time acquisition unit

Claims

1. Multiple devices installed within the facility and used by customers, A customer service terminal is located in a remote location away from the aforementioned facility and is operated by a customer service employee. The device is equipped with a control device that connects the aforementioned device and the customer service terminal to enable remote dialogue between the customer and the customer service employee. The control device is configured to switch whether or not to perform the remote conversation with the preceding customer service representative when the customer finishes using the first device, which involves the remote conversation with the preceding customer service representative, and starts using the second device.

2. The remote customer service system according to claim 1, wherein the control device selectively executes, as a control mode when the use of the second device is initiated, an optional continuation mode in which the preceding customer service employee does not necessarily continue to provide service, and a specific continuation mode in which the preceding customer service employee continues to provide service.

3. The optional continuation mode is a control mode that connects the customer terminal operated by a successor customer, who is not limited to the preceding customer, to the second device, thereby enabling the remote dialogue between the customer and the successor customer. The remote customer service system according to claim 2, wherein the specified continuation mode is a control mode that connects the customer service terminal operated by the preceding customer service employee with the second device to perform the remote dialogue between the customer and the preceding customer service employee.

4. The remote customer service system according to claim 2, wherein the customer service terminal is configured to accept an operation by the customer service worker in advance to set the control mode to the specific continuous mode.

5. The remote customer service system according to claim 2, wherein the first device is configured to accept an operation by the customer to set the control mode to the specific continuous mode.

6. The system is equipped with a customer attribute acquisition unit that acquires customer attributes indicating the attributes of the aforementioned customer, The remote customer service system according to claim 2, wherein the control device is configured to set the control mode to the specific continuation mode when the customer attribute conditions are met, and to set the control mode to the arbitrary continuation mode when the customer attribute conditions are not met.

7. The aforementioned customer attributes include the customer's age, The remote customer service system according to claim 6, wherein the customer attribute condition is met if the customer's age is above a predetermined age.

8. The aforementioned customer attributes include the number of times the customer has visited the aforementioned facility. The remote customer service system according to claim 6, wherein the conditions for the customer attributes are met when the number of visits is less than or equal to a predetermined number.

9. The aforementioned customer attributes include a value indicating the importance of the customer, The remote customer service system according to claim 6, wherein the customer attribute conditions are met when the value indicating the importance is greater than or equal to a preset value.

10. The system is equipped with a customer service attribute acquisition unit that acquires customer service attribute information indicating the attributes of the preceding customer service employee. The remote customer service system according to claim 2, wherein the control device is configured to set the control mode to the specific continuation mode when the conditions for the customer service attributes are met, and to set the control mode to the arbitrary continuation mode when the conditions for the customer service attributes are not met.

11. The second device is equipped with a task acquisition unit that acquires the tasks performed by the customer service staff in the remote interaction using the aforementioned device, The aforementioned customer service employee attributes include information regarding whether the preceding customer service employee is qualified or not. The remote customer service system according to claim 10, wherein the aforementioned qualifications are required for the aforementioned work, and the conditions for the customer service attributes are met if the preceding customer service employee possesses the aforementioned qualifications.

12. The remote customer service system according to any one of claims 2 to 11, wherein the control device is configured to set the control mode to the optional continuation mode when the customer finishes using the first device and the second device is in use.

13. A waiting time acquisition unit is provided to acquire the waiting time until the second device becomes usable. The remote customer service system according to any one of claims 2 to 11, wherein the control device is configured to set the control mode to the specific continuation mode when the customer finishes using the first device involving remote interaction with the preceding customer service staff if the waiting time is less than a preset time, and to set the control mode to the arbitrary continuation mode when the waiting time is equal to or greater than a preset time.

14. The remote customer service system according to any one of claims 2 to 11, wherein the first device is configured to transmit information acquired through the customer's use to the customer service terminal operated by the preceding customer service employee, in response to the control mode being set to the specific continuous mode.

15. The remote customer service system according to any one of claims 2 to 11, wherein the control device is configured to, when the control mode is set to the specific continuous mode, cause the customer service terminal operated by the preceding customer service employee to transition to a standby state in which it waits to connect with the second device for remote dialogue.

16. The remote customer service system according to any one of claims 2 to 11, wherein the control device is configured to prohibit the use of the second device by a person other than the customer when the control mode is the specific continuation mode.

17. The remote customer service system according to any one of claims 2 to 11, wherein the control device is configured to notify a customer service terminal operated by a customer service employee other than the preceding customer service employee that the preceding customer service employee is the subject of the remote dialogue based on the specific continuous mode when the control mode is set to the specific continuous mode.

18. The customer service terminal has a display unit capable of displaying information indicating multiple customer service staff members, The remote customer service system according to claim 17, wherein when the control mode is set to the specific continuation mode, the display unit displays the information indicating the preceding customer service employee in a different manner from the display unit displays the information indicating the other customer service employee.

19. The remote customer service system according to claim 17, wherein the control device is configured to notify the customer service terminal that the second device is the target of the remote dialogue based on the specific continuous mode when the control mode is set to the specific continuous mode.

20. The customer service terminal has a display unit capable of displaying information indicating multiple devices, The remote customer service system according to claim 19, wherein when the control mode is set to the specific continuous mode, the display unit displays information indicating a second device and information indicating another device in a different manner.

21. A remote customer service method performed using a remote customer service system that enables remote dialogue between customers within a facility and customer service staff located remotely, A first step involves connecting a first device used by the customer with a customer service terminal operated by the preceding customer service employee to perform the remote dialogue between the customer and the preceding customer service employee. A remote customer service method comprising: a second step of selectively performing whether or not to perform the remote conversation with the preceding customer service staff when the customer has completed the first step and has started using a second device different from the first device.

22. A remote customer service program that enables remote interaction between customers within a facility and customer service staff located remotely, A first function that connects the first device used by the customer with the customer service terminal operated by the preceding customer service employee to perform the remote dialogue between the customer and the preceding customer service employee, A remote customer service program that causes a computer to execute a second function, which selectively performs whether or not to perform the remote dialogue with the preceding customer service staff when the first function is terminated and the customer begins using a second device different from the first device.

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