Insurance consultation system, insurance consultation terminal, and recording program

Abstract

To efficiently perform a compliance check when an insurance consultation is performed online.SOLUTION: An insurance consultation system 1 includes a customer terminal 3, a recruiter terminal 2 capable of making a video call with the customer terminal 3 via a network 6, a server device 5 recording the content of an insurance consultation made during the video call as video data 532, and a check terminal 4 reproducing the video data 532 (432) recorded by the server device 5. The check terminal 4 reproduces the video data 432 at predetermined check timing in order to check the consultation content.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present disclosure relates to an insurance consultation system, an insurance consultation terminal, a recording method, and a recording program for providing online insurance consultations. [Background technology]

[0002] Conventionally, insurance agencies that act as intermediaries for insurance contracts between insurance applicants and insurance companies have been known. Insurance agencies include, for example, visiting-type agencies where consultants visit the area where insurance applicants live, and in-store-type agencies where consultants are stationed at counters set up in shopping centers, commercial buildings, etc. In either case, at such insurance agencies, consultants (hereinafter also referred to as salespeople) meet face-to-face with customers who wish to apply for insurance to provide consultations about insurance (hereinafter also referred to as "insurance consultations").

[0003] In recent years, with the development of IT (Information Technology) and the need to prevent the spread of viruses and infectious diseases, online conversations using communication terminals such as PCs (Personal Computers) without meeting in person are being promoted. Similarly, in insurance consultations, it is desirable for insurance agents to provide online insurance consultations (hereinafter referred to as "online insurance consultations") without having to meet in person.

[0004] For example, Patent Document 1 (JP 2008-131412 A) and Patent Document 2 (JP 2019-153099 A) disclose a system in which multiple terminals, such as mobile terminals and PCs, communicate over a network to send and receive audio data and image data between them. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] JP 2008-131412 A [Patent Document 2] JP 2019-153099 A Summary of the Invention [Problem to be solved by the invention]

[0006] Insurance companies and insurance agents must comply with various laws and regulations, such as the Insurance Business Act, which sets out the basic rules for insurance solicitation, in order to ensure the reliability of insurance, the appropriateness of business, and public interest. For example, insurance agents are required by the Insurance Business Act to fulfill the "duty to provide information to customers" and the "duty to understand and confirm customers' intentions."

[0007] If the systems disclosed in Patent Documents 1 and 2 are used for insurance consultations, salespeople can provide insurance consultations without having to meet in person, but in online insurance consultations, a checker needs to check whether the salespeople comply with the above-mentioned "duty to provide information to customers" and "duty to understand and confirm customers' intentions." However, there is no system yet in place to efficiently perform such compliance checks in online insurance consultations.

[0008] The present disclosure has been made to solve the above-mentioned problems, and aims to efficiently perform compliance checks when conducting online insurance consultations. [Means for solving the problem]

[0009] The insurance consultation system according to the present disclosure includes a first terminal, a second terminal capable of making a video call with the first terminal via a network, a recording unit that records the contents of the insurance consultation made during the video call as recorded data, and a playback unit that plays back the recorded data recorded by the recording unit. The playback unit plays back the recorded data at a predetermined check timing to check the consultation contents, and displays on a screen during the video call the result of a determination as to whether or not the face of the policyholder making the video call matches the face photo on the identification card presented by the policyholder during the video call.The second terminal displays an icon for accepting a user operation for the user to decide a check timing during the video call on a screen during the video call in advance, and the recording unit records the check timing at which the user operation was accepted as flag data that can be specified, in association with the recorded data. .

[0010] The insurance consultation terminal according to the present disclosure includes a communication device for making a video call with a terminal of a policyholder via a network, a memory for recording the contents of the insurance consultation made during the video call as recorded data, and an input interface for accepting a user operation during the video call. The memory records the recorded data so as to be replayable at a check timing when the user operation is accepted, and a screen during the video call displays a determination result as to whether or not the face of the policyholder making the video call matches the face photo on the identification card presented by the policyholder during the video call. The input interface displays an icon for accepting a user operation for a user to decide a check timing during a video call on a screen during the video call in advance, and the memory records the check timing at which the user operation is accepted as flag data that can be specified, in association with the recorded data. .

[0012] The recording program according to the present disclosure causes a computer to execute a step of making a video call with a terminal of a policyholder via a network, a step of recording the contents of the insurance consultation made during the video call as recorded data, and a step of accepting a user operation during the video call. An icon for accepting a user operation for determining a check timing is displayed on a screen during a video call in advance; Recorded data is recorded so as to be reproducible at a check timing when a user operation is accepted, and a judgment result as to whether or not the face of the policyholder making the video call matches the facial photograph on the personal identification card presented by the policyholder during the video call is displayed on a screen during the video call. Effect of the Invention

[0013] According to the present disclosure, compliance checks can be efficiently performed when conducting online insurance consultations. [Brief description of the drawings]

[0014] [Figure 1] 1 is a schematic diagram showing a configuration of an insurance consultation system according to an embodiment of the present invention; [Diagram 2] 1 is a schematic diagram showing a hardware configuration of an insurance consultation system according to an embodiment of the present invention. [Diagram 3] 4 is a schematic diagram showing a customer management table stored in a memory of the server device; FIG. [Figure 4]1 is a schematic diagram showing a salesperson management table stored in the memory of the server device. FIG. [Diagram 5] 2 is a schematic diagram showing a recording management table stored in a memory of the server device. FIG. [Figure 6] 11 is a schematic diagram showing a flag management table stored in a memory of the server device; [Figure 7] 4 is a schematic diagram showing a script management table stored in a memory of the server device; FIG. [Figure 8] 13 is a schematic diagram showing the display mode of an agent terminal during an online insurance consultation. FIG. [Figure 9] 13 is a schematic diagram showing the display mode of an agent terminal during an online insurance consultation. FIG. [Figure 10] 13 is a schematic diagram showing a display state of a checking terminal during a compliance check. FIG. [Figure 11] 13 is a flowchart for explaining a recording process executed by the agent terminal. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0015] The embodiments of the present disclosure will be described in detail with reference to the drawings. In the drawings, the same or corresponding parts are designated by the same reference numerals and the description thereof will not be repeated.

[0016] [Insurance consultation system configuration] Fig. 1 is a schematic diagram showing the configuration of an insurance consultation system 1 according to the present embodiment. As shown in Fig. 1, the insurance consultation system 1 includes a customer terminal 3 used by a customer, an agent terminal 2 used by an agent, a server device 5, and a check terminal 4 used by a person in charge of compliance checks (hereinafter also referred to as a "check person").

[0017] In the insurance consultation system 1, the customer terminal 3 and the agent terminal 2 communicate with each other via the network 6, thereby enabling a videophone call to be made between the customer terminal 3 and the agent terminal 2. The term "videophone call" includes online transmission and reception of voice data and image data between the customer terminal 3 and the agent terminal 2, and such transmission and reception of voice data and image data enables the customer and the agent to conduct insurance consultation via videophone. Online insurance consultation includes such insurance consultation via videophone.

[0018] The customer terminal 3 is a computer as an example of a "first terminal". The customer terminal 3 is an information terminal capable of communicating with each of the agent terminal 2 and the server device 5 via the network 6. In this embodiment, the customer terminal 3 can perform a video call with the agent terminal 2 by transmitting and receiving voice data and image data to and from the agent terminal 2 via the network 6. The customer terminal 3 may be any information terminal capable of transmitting and receiving voice data and image data to and from the agent terminal 2, such as a desktop PC, a laptop PC, or a mobile terminal such as a smartphone.

[0019] The agent terminal 2 is a computer that is an example of a "second terminal" and an "insurance consultation terminal". The agent terminal 2 is an information terminal that can communicate with each of the customer terminal 3 and the server device 5 via the network 6. In this embodiment, the agent terminal 2 transmits and receives voice data and image data via the network 6 to and from each of the customer terminals 3 used by each of the multiple customers that the agent is in charge of. The agent terminal 2 may be any information terminal that can transmit and receive voice data and image data to and from the customer terminal 3, such as a desktop PC, a laptop PC, or a mobile terminal such as a smartphone.

[0020] The server device 5 is a computer as an example of a "recording unit." The server device 5 is capable of communicating with each of the customer terminal 3, the agent terminal 2, and the checking terminal 4 via the network 6. The server device 5 can record video recording data of online insurance consultations that are conducted by transmitting and receiving voice data and image data between the customer terminal 3 and the agent terminal 2. The server device 5 may be installed in the same location as the checking terminal 4, or in a different location from the checking terminal 4, and may further exist on a cloud in the form of cloud computing.

[0021] The checking terminal 4 is an example of a "playback unit." The checking terminal 4 can communicate with the server device 5 via the network 6, and can obtain the recorded data (recorded data 532 in FIG. 2) stored in the server device 5 and play the obtained recorded data (recorded data 432 in FIG. 2).

[0022] 2 is a schematic diagram showing the hardware configuration of the insurance consultation system 1 according to the present embodiment. As shown in FIG. 2, each of the customer terminal 3, the agent terminal 2, the server device 5, and the checking terminal 4 has a hardware configuration for performing each function.

[0023] The customer terminal 3 includes a processor 31, a communication device 32, a memory 33, a display 34, an input interface 35, a camera 36, ​​a microphone 37, and a speaker 38.

[0024] The processor 31 is a computing entity that executes various programs (for example, a control program 331 described later) to execute various processes. The processor 31 is, for example, composed of at least one of a central processing unit (CPU), a field programmable gate array (FPGA), and a graphics processing unit (GPU). The processor 31 may be composed of a processing circuitry.

[0025] The communication device 32 establishes communication with each of the agent terminal 2 and the server device 5 via the network 6, and transmits and receives data between each of the agent terminal 2 and the server device 5.

[0026] The memory 33 is composed of a volatile memory such as a dynamic random access memory (DRAM) and a static random access memory (SRAM), or a non-volatile memory such as a read only memory (ROM), a solid state drive (SSD), and a hard disk drive (HDD). The memory 33 records a control program 331. The control program 331 is a program for controlling each component of the customer terminal 3.

[0027] The display 34 displays images during the online insurance consultation conducted with the agent terminal 2.

[0028] The input interface 35 accepts input from a customer who is a user of the customer terminal 3, such as a mouse or a keyboard. In this embodiment, the customer can use the input interface 35 to input a name, an address, a telephone number, an ID (identification), a password, and the like.

[0029] The camera 36 photographs the customer, who is the user of the customer terminal 3, during an online insurance consultation conducted with the agent terminal 2. The image data obtained by the photographing with the camera 36 is temporarily recorded in the memory 33 and transmitted to the agent terminal 2 by the communication device 32.

[0030] The microphone 37 captures the voice of the customer, who is the user of the customer terminal 3, during an online insurance consultation conducted with the agent terminal 2. The voice captured by the microphone 37 is temporarily recorded in the memory 33 as voice data and transmitted to the agent terminal 2 by the communication device 32.

[0031] The speaker 38 outputs the voice of the agent acquired from the agent terminal 2 during online insurance consultation conducted with the agent terminal 2.

[0032] The agent terminal 2 comprises a processor 21, a communication device 22, a memory 23, a display 24, an input interface 25, a camera 26, a microphone 27, and a speaker 28.

[0033] The processor 21 is a computing entity that executes various processes by executing various programs (for example, a control program 231 and a recording program 235). The processor 21 is configured, for example, with at least one of a CPU, an FPGA, and a GPU. The processor 21 may be configured with an arithmetic circuit.

[0034] The communication device 22 establishes communication with each of the agent terminal 2 and the server device 5 via the network 6, and transmits and receives data between each of the agent terminal 2 and the server device 5.

[0035] The memory 23 is composed of a volatile memory such as a DRAM or an SRAM, or a non-volatile memory such as a ROM, an SSD, or an HDD. The memory 23 records a control program 231, recording data 232, flag data 233, script data 234, and a recording program 235.

[0036] The control program 231 is a program for controlling each component of the agent terminal 2. The recorded data 232 is data that records the contents of the online insurance consultation carried out between the customer terminal 3 and the agent terminal 2, and includes voice data and image data transmitted and received between the customer terminal 3 and the agent terminal 2 during the online insurance consultation. The recorded data 232 is transmitted to the server device 5 by the communication device 22 and stored in the memory 53 as recorded data 532, which will be described later.

[0037] The flag data 233 is data for specifying a predetermined check timing within the playback time of the recorded data. The flag data 233 is transmitted to the server device 5 by the communication device 22 and stored in the memory 53 as flag data 533 described later. The script data 234 is data for specifying the contents of subtitles obtained by scripting the contents of the online insurance consultation played back based on the recorded data, and is generated by the processor 21. The script data 234 is transmitted to the server device 5 by the communication device 22 and stored in the memory 53 as script data 534 described later.

[0038] The recording program 235 is a program for recording, as recorded data, the contents of the online insurance consultation carried out between the customer terminal 3 and the agent terminal 2. By executing the recording program 235, the processor 21 can execute the recording process shown in FIG. 11, which will be described later.

[0039] The display 24 displays an image during the online insurance consultation carried out with the customer terminal 3.

[0040] The input interface 25 accepts input from a mouse, keyboard, or the like by a agent who is a user of the agent terminal 2. In this embodiment, the agent can use the input interface 25 to input a name, address, telephone number, ID, password, and the like. Furthermore, the agent can use the input interface 25 to input a desired check timing within the playback time of the recorded data.

[0041] The camera 26 photographs the agent, who is the user of the agent terminal 2, during an online insurance consultation conducted with the customer terminal 3. The image data obtained by photographing with the camera 26 is temporarily recorded in the memory 23 and transmitted to the customer terminal 3 by the communication device 22.

[0042] The microphone 27 captures the voice of the agent, who is the user of the agent terminal 2, during an online insurance consultation conducted with the customer terminal 3. The voice captured by the microphone 27 is temporarily recorded in the memory 23 as voice data and transmitted to the customer terminal 3 by the communication device 22.

[0043] The speaker 28 outputs the voice of the customer acquired from the customer terminal 3 during online insurance consultation carried out with the customer terminal 3.

[0044] The server device 5 includes a processor 51, a communication device 52, and a memory 53. The processor 51 is a computing entity that executes various processes by executing various programs (for example, a control program 531). The processor 51 is configured, for example, by at least one of a CPU, an FPGA, and a GPU. The processor 51 may be configured by an arithmetic circuit.

[0045] The communication device 52 establishes communication with each of the customer terminal 3, the agent terminal 2, and the checking terminal 4 via the network 6, and transmits and receives data between each of the customer terminal 3 and the agent terminal 2.

[0046] The memory 53 is composed of a volatile memory such as a DRAM or an SRAM, or a non-volatile memory such as a ROM, an SSD, or an HDD. The memory 53 records a control program 531, video recording data 532, flag data 533, script data 534, customer data 535, and recruiter data 536.

[0047] The control program 531 is a program for controlling each component of the server device 5. The recorded data 532 is managed by a recording management table in Fig. 5 described later, and is data that records the contents of the online insurance consultation conducted between the customer terminal 3 and the agent terminal 2. The recorded data 532 includes voice data and image data transmitted and received between the customer terminal 3 and the agent terminal 2 during the online insurance consultation. The recorded data 532 is acquired from the agent terminal 2 via the communication device 52. The recorded data 532 is transmitted to the check terminal 4 by the communication device 52 and stored in the memory 43 as recorded data 432 described later.

[0048] The flag data 533 is managed by a flag management table in FIG. 6, which will be described later, and is data for specifying a predetermined check timing within the playback time of the recorded data. The flag data 533 is acquired from the agent terminal 2 via the communication device 52. The flag data 533 is transmitted to the check terminal 4 by the communication device 52, and stored in the memory 43 as flag data 433, which will be described later. The script data 534 is managed by a script management table in FIG. 7, which will be described later, and is data for specifying the contents of subtitles in which the contents of the online insurance consultation, which is played back based on the recorded data, are scripted. The script data 534 is acquired from the agent terminal 2 via the communication device 52. The script data 534 is transmitted to the check terminal 4 by the communication device 52, and stored in the memory 43 as script data 434, which will be described later. The script data 534 may be generated by the processor 51 of the server device 5, without the agent terminal 2 generating the script data 234.

[0049] The customer data 535 is managed by a customer management table in Fig. 3, which will be described later, and includes data such as name and address entered by the customer via the input interface 35 of the customer terminal 3. The agent data 536 is managed by a agent management table in Fig. 4, which will be described later, and includes data such as name and address entered by the agent via the input interface 25 of the agent terminal 2.

[0050] The checking terminal 4 comprises a processor 41 , a communication device 42 , a memory 43 , a display 44 and an input interface 45 .

[0051] The processor 41 is a computing entity that executes various processes by executing various programs (for example, the control program 431). The processor 41 is, for example, configured with at least one of a CPU, an FPGA, and a GPU. The processor 41 may be configured with an arithmetic circuit.

[0052] The communication device 42 establishes communication with the server device 5 via the network 6, and transmits and receives data to and from the server device 5.

[0053] The memory 43 is configured with a volatile memory such as a DRAM or an SRAM, or a non-volatile memory such as a ROM, an SSD, or an HDD. The memory 43 records a control program 431, video recording data 432, flag data 433, and script data 434.

[0054] The control program 431 is a program for controlling each component of the checking terminal 4. The recorded data 432 is data recording the contents of the online insurance consultation carried out between the customer terminal 3 and the agent terminal 2, and includes voice data and image data transmitted and received between the customer terminal 3 and the agent terminal 2 during the online insurance consultation. The recorded data 432 is acquired from the server device 5 via the communication device 42.

[0055] The flag data 433 is data for specifying a predetermined check timing within the playback time of the recorded data. The flag data 433 is acquired from the server device 5 via the communication device 42. The script data 434 is data for specifying the contents of subtitles obtained by scripting the contents of the online insurance consultation played back based on the recorded data. The script data 434 is acquired from the server device 5 via the communication device 42.

[0056] The display 44 displays images during the online insurance consultation carried out between the customer terminal 3 and the agent terminal 2.

[0057] The input interface 45 accepts input from a checker, who is the user of the check terminal 4, using a mouse, keyboard, or the like.

[0058] 1 and 2, the server device 5 and the check terminal 4 are configured separately, but the insurance consultation system 1 may be configured integrally with the server device 5 and the check terminal 4. In other words, the check terminal 4 may directly obtain the video recording data 432, the flag data 433, and the script data 434 from the agent terminal 2.

[0059] [Various tables] Fig. 3 is a schematic diagram showing a customer management table stored in memory 53 of server device 5. As shown in Fig. 3, the customer management table stores customer data (customer data 535 in Fig. 2) including information about the customer, such as a customer ID, password, name, date of birth, address, telephone number, current insurance contract status, family information, and facial photo data, which are registered in advance in server device 5 by the customer.

[0060] Furthermore, each customer ID is linked to recorded data (recorded data 532 in FIG. 5) that records the contents of online insurance consultations that the customer has previously conducted. For example, recorded data A is linked to a customer corresponding to customer ID “AAA.”

[0061] Fig. 4 is a schematic diagram showing the agent management table stored in the memory 53 of the server device 5. As shown in Fig. 4, the agent management table stores agent data (agent data 536 in Fig. 2) including information about the agent, such as the agent ID, password, name, date of birth, address, telephone number, and information about the customers that the agent is responsible for, which are registered in advance in the server device 5 by the agent.

[0062] Furthermore, each agent ID is linked to recorded data (recorded data 532 in FIG. 2) that records the content of online insurance consultations that the agent has previously conducted. For example, recorded data A is linked to the agent corresponding to agent ID "aaa." In other words, the agent corresponding to agent ID "aaa" previously conducted an online insurance consultation with the customer corresponding to customer ID "AAA," and recorded data A that records the content of that consultation is linked to each of agent ID "aaa" and customer ID "AAA."

[0063] Fig. 5 is a schematic diagram showing a video recording management table stored in memory 53 of server device 5. As shown in Fig. 5, the video recording management table stores, for each video recording data, the date of recording, the flag data in Fig. 6, the script data in Fig. 7, and the data capacity. For example, the flag data A and the script data A are linked to the video recording data A.

[0064] Fig. 6 is a schematic diagram showing a flag management table stored in the memory 53 of the server device 5. As shown in Fig. 6, the flag management table stores, for each flag data, a predetermined check timing within the playback time of the recorded data.

[0065] The check timing is determined by the agent during the online insurance consultation between the customer who is the policyholder and the agent. For example, the check timing includes the timing of any one of the following items in the online insurance consultation: "identification" of the policyholder, "confirmation of intentions" of the policyholder regarding the insurance product, "explanation of important matters" regarding the insurance product, and "consent of the family" of the policyholder. These pieces of information are check items required by the checker to check that the agent is complying with the "obligation to provide information to the customer" and the "obligation to understand and confirm the customer's intentions" during the online insurance consultation.

[0066] The check timing is not limited to the above-mentioned timing, and may be any timing as long as the agent, who is the user of the agent terminal 2, uses the input interface 25 to input information for the person in charge of checking during the compliance check. For example, "identification," "confirmation of intentions," "explanation of important matters," and "family consent" are examples of check items, and the person in charge of checking or the agent may be able to set (change) the check items on the agent terminal 2 depending on the content of the compliance check.

[0067] In the flag management table of Figure 6, information "05:15" is stored for specifying 5 minutes 15 seconds as the start timing of "identity verification" in the playback time, information "10:30" is stored for specifying 10 minutes 30 seconds as the end timing of "identity verification", information "25:00" is stored for specifying 25 minutes 00 seconds as the start timing of "intention confirmation", information "32:20" is stored for specifying 32 minutes 20 seconds as the end timing of "intention confirmation", information "38:05" is stored for specifying 38 minutes 05 seconds as the start timing of "explanation of important matters", information "53:30" is stored for specifying 53 minutes 30 seconds as the end timing of "explanation of important matters".

[0068] In the flag management table of Fig. 6, time information is stored as the start and end timings of each item to be checked, such as "identification", but the information stored in the flag management table is not limited to time. The flag management table may store any information as long as it can identify the check timing for playing back the recorded data. For example, if the recorded data is configured so that each of a plurality of images constituting a video to be played back based on the recorded data can be identified as a frame number, the flag management table may store frame numbers corresponding to the start and end timings of each item to be checked.

[0069] Fig. 7 is a schematic diagram showing a script management table stored in the memory 53 of the server device 5. As shown in Fig. 7, the script management table stores script data for specifying the contents of subtitles in which the contents of online insurance consultations are scripted, and stores the appearance timing of extracted NG words for each script data. NG words are an example of "predetermined words." "Predetermined words" are not limited to NG words, but include any words that should be checked by a checker in a compliance check.

[0070] In this embodiment, the script data is generated by the agent terminal 2, and furthermore, NG words registered in advance by the agent based on the generated script data are extracted by the agent terminal 2. That is, the processor 21 of the agent terminal 2 searches for NG words registered in advance from the subtitles specified by the script data 234, and links the detected NG words to the script data 234 and records them in the memory 23. Note that the agent terminal 2 may extract anticipated NG words using AI (Artificial Intelligence) from the subtitles specified by the script data 234, without registering the NG words in advance.

[0071] The script data may be generated by the server device 5, and the server device 5 may extract NG words registered in advance by the recruiter based on the generated script data. That is, the processor 51 of the server device 5 may search for NG words registered in advance from the subtitles specified by the script data 534, and record the detected NG words in the memory 53 while linking them to the script data 534. The server device 5 may use AI to extract anticipated NG words from the subtitles specified by the script data 534, without registering the NG words in advance.

[0072] 7, for script data A, information "48:25" is stored to specify 48 minutes and 25 seconds as the appearance timing of NG word a in the playback time. For script data B, no NG words are extracted. For script data C, information "15:10" is stored to specify 15 minutes and 10 seconds as the appearance timing of NG word b in the playback time, and information "16:05" is stored to specify 16 minutes and 5 seconds as the appearance timing of NG word c in the playback time. These stored NG words can also be deleted by an administrator with specific authority.

[0073] [Display during online insurance consultation] 8 and 9 are schematic diagrams showing the display state of the agent terminal 2 during the online insurance consultation. The online insurance consultation shown in Fig. 8 and Fig. 9 is recorded in the memory 23 as the recording data 232 corresponding to the recording data A in Fig. 5.

[0074] 8, the display 24 of the agent terminal 2 includes a display area 241 that displays the customer who is the other party in the online insurance consultation, and a display area 242 that displays the agent. In addition, below the display area of ​​the display 24, there are displayed an icon 251 for recording the start and end timing of "identity verification", an icon 252 for recording the start and end timing of "intention confirmation", an icon 253 for recording the start and end timing of "explanation of important matters", an icon 254 for recording the start and end timing of "family consent", and an icon 255 for acquiring information about the customer.

[0075] The agent uses the agent terminal 2 to provide online insurance consultation with the customer terminal 3, and provides insurance consultation to the customer while complying with the "duty to provide information to the customer" and the "duty to understand and confirm the customer's intention". During the insurance consultation, the agent performs "identification verification", "intention confirmation", and "important matters explanation", and further performs "family consent" if the customer is elderly or a minor. During the online insurance consultation, when talking with the customer about each of the above-mentioned check items, the agent operates the corresponding icon at the start and end of the conversation. This causes the data to be stored in the memory 23 as flag data 233. The flag data 233 stored in the memory 23 is transmitted to the server device 5 and stored in the memory 53 as flag data 533 (flag data in FIG. 6).

[0076] For example, in the example shown in FIG. 8, the agent operates icon 251 when the agent starts "identification" with the customer (5 minutes 15 seconds after the start of recording), and operates icon 251 when the agent finishes "identification" (10 minutes 30 seconds after the start of recording). The agent operates icon 252 when the agent starts "intention confirmation" with the customer (25 minutes after the start of recording), and operates icon 252 when the agent finishes "intention confirmation" (32 minutes 20 seconds after the start of recording). The agent operates icon 253 when the agent starts "explanation of important matters" with the customer (38 minutes 5 seconds after the start of recording), and operates icon 253 when the agent finishes "explanation of important matters" (50 minutes 30 seconds after the start of recording). The flag data corresponding to this example is linked to the recording data A in FIG. 5 as flag data A in FIG. 6.

[0077] It is not limited to the agent operating the icons 251-254 at the start and end of each check item such as "identification", "intention confirmation", "explanation of important matters", and "family consent". For example, the processor 21 of the agent terminal 2, the processor 51 of the server device 5, or the processor 41 of the checking terminal 4 may script the contents of the online insurance consultation based on the recorded data stored in each memory, and identify the start and end timings of each check item by detecting keywords for each check item from the document obtained by the script. Then, flag data may be created for the start and end timings of each check item identified in this way, and the created flag data may be linked to the recorded data.

[0078] If the customer is not an elderly person or a minor, the display 24 may not display the icon 254 for recording the start and end timings of the "family consent". For example, when the age of the customer is input in advance for an online insurance consultation, the agent terminal 2 may not display the icon 254 on the display 24 if it is determined that the customer is not an elderly person or a minor based on the customer's age. For example, the agent terminal 2 may display the icon 254 on the display 24 at the start of the online insurance consultation, but may delete the icon 254 from the display 24 if it is determined that the customer is not an elderly person or a minor in the "identity verification" during the online insurance consultation. In this case, the agent terminal 2 may determine whether the customer is an elderly person or a minor based on the customer's age input by the agent after the "identity verification" during the online insurance consultation, or may determine whether the customer is an elderly person or a minor from information obtained by voice recognition (for example, script data).

[0079] In identity verification, the customer is required to present identification 244 such as a driver's license. As shown in FIG. 9, when the customer presents identification 244, processor 21 of agent terminal 2 determines whether or not the facial photograph of the customer shown on identification 244 matches face 243 of the customer who is the policyholder, and displays the result in display area 245 of display 24. In this example, "OK" is displayed in display area 245, indicating that identity verification has been successful. Processor 21 uses, for example, a well-known AI-based facial recognition technology to determine whether or not the facial photograph of the customer matches face 243.

[0080] When the agent operates icon 255 while the customer is presenting identification card 244, processor 21 reads information about the customer, such as the customer's name, date of birth, and address, shown on identification card 244, and acquires this customer information. The customer information acquired by agent terminal 2 is displayed in display area 246 of display 24. Furthermore, processor 21 further acquires the customer's contract status and family information from customer data 535 stored in memory 53 of server device 5 based on the acquired customer information, and displays this acquired customer information in display area 247 of display 24.

[0081] Prior to conducting an online insurance consultation, the agent terminal 2 may acquire customer data 535 from the server device 5 and store it in the memory 23. Then, when the agent operates the icon 255, the agent may acquire the customer's contract status and family information contained in the customer data 535 stored in the memory 23, and display the acquired customer information in the display area 247 of the display 24.

[0082] The customer information acquired by the agent terminal 2 may be transmitted to the server device 5 and stored in the memory 53 as customer data 535.

[0083] In an online insurance consultation, the agent consults with the customer while checking each check item one by one, and operates the corresponding icon when talking about a check item, but if any of the check items is omitted, the agent terminal 2 may display a warning screen on the display 24 during the online insurance consultation. For example, the agent terminal 2 may display a warning screen on the display 24 if the icon 252 corresponding to "intention confirmation" or the icon 253 corresponding to "important matters explanation" is operated before the icon 251 corresponding to "identity confirmation" is operated, or if the icon 253 corresponding to "important matters explanation" is operated before the icon 252 corresponding to "intention confirmation" is operated.

[0084] [Display during compliance check] 10 is a schematic diagram showing a display state of the checking terminal 4 during a compliance check. The online insurance consultation shown in FIG. 10 is assumed to be the reproduction of the recorded data 432 corresponding to the recorded data A in FIG.

[0085] 10, the display 44 of the checking terminal 4 displays the contents of the online insurance consultation recorded by the agent terminal 2 by playing back the recorded data 432. The display 44 of the checking terminal 4 includes a display area 441 for displaying the customer and a display area 442 for displaying the agent.

[0086] Below the display area of ​​display 44, there are displayed a seek bar 450 indicating the playback location of recorded data 432, an icon 451 for playing or stopping recorded data 432, an icon 452 for rewinding the playback screen, an icon 453 for fast-forwarding the playback screen, an icon 454 for adjusting the playback speed, an icon 455 indicating the current playback time relative to the total playback time, and an icon 456 for adjusting the volume.

[0087] A checker must conduct compliance checks on a large number of online insurance consultations, and by operating icon 454, the checker can play back the recorded data 432 at the desired playback speed, such as 2x, 4x, 1 / 2x, or 1 / 4x.

[0088] At the bottom of the display area of ​​the display 44, there are displayed an icon 465 for displaying a marker (note, bookmark) 464 on the playback screen, and an icon 457 for displaying subtitles in which the contents of the online insurance consultation are scripted.

[0089] By operating icon 465 during playback of recorded data 432, the person in charge of checking can cause mark 464 to be displayed at a position on seek bar 450 corresponding to the timing of operating icon 465. In addition, by operating mark 464, the person in charge of checking can delete mark 464 that has been displayed once.

[0090] This allows the person in charge of checking to link the parts of the online insurance consultation that he or she is concerned about or would like to review later to the seek bar 450.

[0091] Furthermore, the checker can operate icon 457 to display subtitles on display 44 in which the contents of the online insurance consultation are scripted.

[0092] This allows the person checking the recording to check the details of the consultation through subtitles for parts of the recording that are difficult to hear as audio.

[0093] At the bottom of the display area of ​​display 44, icon 461 indicating the start timing of "identification", icon 462 indicating the start timing of "intention confirmation", and icon 463 indicating the start timing of "explanation of important matters" are displayed linked to seek bar 450. These icons 461 to 463 are displayed based on flag data 433 corresponding to flag data A in FIG.

[0094] The person in charge of checking can operate icon 461 while playing back recorded data 432 to play back recorded data 432 from the point where "identity confirmation" is performed, and can perform a compliance check from "identity confirmation". The person in charge of checking can operate icon 462 while playing back recorded data 432 to play back recorded data 432 from the point where "intention confirmation" is performed, and can perform a compliance check from "intention confirmation". The person in charge of checking can operate icon 463 while playing back recorded data 432 to play back recorded data 432 from the point where "explanation of important matters" is performed, and can perform a compliance check from "explanation of important matters".

[0095] This eliminates the need for the person in charge of checking to play back the recorded data 432 from the beginning and uniformly search for the content required for the compliance check, such as "identity verification," but allows the person in charge of checking to instantly play back the recorded data 432 from the point that he or she wishes to check.

[0096] An icon 466 indicating the start timing of the "NG word" is displayed below the display area of ​​the display 44, linked to the seek bar 450. The icon 466 is displayed based on the script data 434 corresponding to the script data A in FIG.

[0097] By operating icon 466 during playback of recorded data 432, the person in charge of checking can play back recorded data 432 from the point where the NG word extracted from the scripted subtitles appears.

[0098] This eliminates the need for the person checking to play back the recorded data 432 from the beginning and uniformly search for the presence of NG words, but allows the person checking to immediately play back the recorded data 432 from the point where the NG word appears.

[0099] Furthermore, although not shown in the drawings, the display 44 of the checking terminal 4 displays a scene in which the customer presents the identification card 244, as shown in Fig. 9. The display 44 then displays the result of the determination as to whether or not the facial photograph of the customer shown on the identification card 244 matches the face 243 of the customer who is the policyholder.

[0100] This enables the person in charge of checking to confirm whether or not the facial photograph of the customer shown on the personal identification card 244 matches the face 243 of the customer who is the policyholder.

[0101] Furthermore, as shown in FIG. 9, the display 44 displays information about the customer, such as the customer's name, date of birth, and address, as shown on the identification card 244, as well as the customer's contract status and family information.

[0102] This allows the person in charge of checking to confirm information about the customer, such as the customer's name, date of birth, and address, shown on the identification card 244, even if the identification card 244 is difficult to see. Furthermore, the person in charge of checking can confirm the contract status and family information of the customer that have been registered in advance in the server device 5.

[0103] In an online insurance consultation, the salesperson consults with the customer while checking each check item one by one, and operates the corresponding icon when talking about a check item. However, if any of the check items is missed, the checking terminal 4 may display a warning screen on the display 44 during playback of the recorded data 432.

[0104] [Recording process] Fig. 11 is a flowchart for explaining the recording process executed by the agent terminal 2. Each step (hereinafter, indicated by "S") shown in Fig. 11 is realized by the processor 21 of the agent terminal 2 executing the recording program 235.

[0105] 11, the agent terminal 2 makes a video call with the customer terminal 3 via the network 6 (S1). The agent terminal 2 records the contents of the insurance consultation carried out during the video call as video recording data 232 (S2).

[0106] The agent terminal 2 judges whether or not a user operation for any of the icons 251 to 254 has been accepted during the video call (S3). If the agent terminal 2 has not accepted a user operation for any of the icons 251 to 254 (NO in S3), the process returns to S1.

[0107] On the other hand, when the agent terminal 2 receives a user operation on any of the icons 251 to 254 (YES in S3), the agent terminal 2 records the flag data 233 by linking it to the video recording data 232 so that it can be played back at the check timing when the user operation was received (S4). After that, the agent terminal 2 returns the process to S1.

[0108] In this way, the agent terminal 2 executes the recording process based on the recording program 235, and can accept user operations performed by the agent at points required for a compliance check, such as "identification," and can record the recording data 232 so that the person in charge of checking can play back the recording data 432 at the check timing when the user operation is accepted. This enables the person in charge of checking to perform a compliance check efficiently.

[0109] [Main components] (Configuration 1) The insurance consultation system 1 according to this embodiment includes a customer terminal 3, an agent terminal 2 capable of conducting a videophone call with the customer terminal 3 via a network 6, a server device 5 that records the contents of the insurance consultation conducted during the videophone call as recorded data 532, and a check terminal 4 that plays back the recorded data 532 (432) recorded by the server device 5. The check terminal 4 plays back the recorded data 432 at a predetermined check timing in order to check the consultation contents.

[0110] This eliminates the need for the person in charge of checking to uniformly search for the contents required for the compliance check by playing back the recorded data 432 from the beginning, and allows the person in charge of checking to play back the recorded data 432 at a predetermined check timing, thereby enabling the compliance check to be performed efficiently. Moreover, the timing of playing back the check items during the compliance check during the playback time of the recorded data 432 is predetermined by the salesperson during the online insurance consultation and is linked to the recorded data 232 (432), thereby reducing the burden on the person in charge of checking.

[0111] (Configuration 2) The agent terminal 2 provides a display of icons 251 to 254 as a user interface that accepts a user operation for the agent to decide the check timing during a video call.

[0112] This allows the agent to conduct an online insurance consultation while confirming that the items that are subject to a compliance check by the person in charge of checking are being checked between the agent and the customer. Furthermore, when a content that is subject to a compliance check is being carried out between the agent and the customer, the agent can operate icons 251-254 to link flag data 233 and record video data 232.

[0113] (Configuration 3) The check timing includes the timing of any one of the following consultation contents during the video call: verification of the policyholder's identity, confirmation of the policyholder's intentions regarding the insurance product, explanation of important matters regarding the insurance product, and consent from the policyholder's family.

[0114] This allows the salesperson to link flag data 233 to video recording data 232 for each check item that is the subject of a compliance check, such as "identity verification," "intention confirmation," "explanation of important matters," and "family consent." Furthermore, the person in charge of checking can play back video recording data 432 at the check timing for each check item that is the subject of a compliance check, such as "identity verification," "intention confirmation," "explanation of important matters," and "family consent," at the time that it is discussed during the insurance consultation, thereby enabling an efficient compliance check.

[0115] (Configuration 4) The server device 5 records the flag data 533 capable of identifying the check timing in association with the video recording data 532.

[0116] This allows the person in charge of checking to play back the recorded data 432 at a predetermined check timing based on the flag data 533 (433) linked to the recorded data 532 (432), thereby making it possible to efficiently perform a compliance check.

[0117] (Configuration 5) The checking terminal 4 reproduces subtitles in which the consultation contents based on the recorded data 432 are scripted.

[0118] This allows the person in charge of checking to check the details of the consultation in subtitles for parts of the playback that are difficult to hear as audio, making compliance checks more efficient.

[0119] (Configuration 6) The check terminal 4 indicates the timing at which the specified NG word is to be reproduced on the playback screen of the recorded data 432 based on the subtitles.

[0120] This eliminates the need for the person in charge of checking to play back the recorded data 432 from the beginning and uniformly search for the presence of NG words, but allows the person in charge of checking to instantly play back the recorded data 432 from the point where the NG word appears, thereby enabling compliance checks to be performed efficiently.

[0121] (Configuration 7) The checking terminal 4 displays a mark based on a user operation on a playback screen of the recorded data 432.

[0122] This allows the person in charge of checking to point out on the playback screen any areas of concern during online insurance consultations or areas that they would like to review later, making compliance checks more efficient.

[0123] (Configuration 8) The checking terminal 4 plays back the recorded data 432 at a playback speed adjusted based on a user operation.

[0124] This allows the person in charge of checking to play back the recorded data 432 at a desired playback speed, thereby enabling the compliance check to be carried out efficiently.

[0125] (Configuration 9) The checking terminal displays, on a playback screen of the recorded data 432, the result of the determination as to whether or not the face 243 of the policyholder who is making the video call matches the facial photograph on the personal identification card 244 that the policyholder presents during the video call.

[0126] This enables the person in charge of checking to confirm whether or not the facial photograph of the customer shown on the personal identification card 244 matches the face 243 of the customer who is the policyholder.

[0127] (Configuration 10) The checking terminal 4 displays, on a playback screen of the recorded data 432, information on the policyholder identified based on the personal identification card 244 presented by the policyholder during the videophone call.

[0128] This allows the person checking to verify information about the customer shown on the identification card 244, such as the customer's name, date of birth, and address.

[0129] (Configuration 11) The agent terminal 2 according to this embodiment includes a communication device 22 for making a video call with the customer terminal 3 via the network 6, a memory 23 for recording the contents of the insurance consultation carried out during the video call as recorded data 232, and an input interface 25 for accepting user operations during the video call. The memory 23 records the recorded data 232 so that it can be played back at the check timing when the user operation is accepted.

[0130] This allows the salesperson to record the video recording data 232 in the memory 23 so that it can be played back at the timing when a compliance check by the checker is required, thereby enabling the checker to perform the compliance check efficiently.

[0131] (Configuration 12) The recording method according to the present embodiment includes a step (S1) of making a videophone call with the customer terminal 3 via the network 6, a step (S2) of recording the contents of the insurance consultation made during the videophone call as recorded data 232, and a step (S3) of accepting a user operation during the videophone call. The recording step records the recorded data so as to be playable at the check timing when the user operation is accepted.

[0132] This allows the salesperson to record the video recording data 232 in the memory 23 so that it can be played back at the timing when a compliance check by the checker is required, thereby enabling the checker to perform the compliance check efficiently.

[0133] (Configuration 13) The recording program according to this embodiment causes a computer (agent terminal 2) to execute a step (S1) of making a videophone call with a policyholder's terminal via network 6, a step (S2) of recording the contents of the insurance consultation made during the videophone call as recorded data 232, and a step (S3) of accepting a user operation during the videophone call. The recording step records the recorded data so that it can be played back at the check timing when the user operation is accepted.

[0134] This allows the salesperson to record the video recording data 232 in the memory 23 so that it can be played back at the timing when a compliance check by the checker is required, thereby enabling the checker to perform the compliance check efficiently.

[0135] The embodiments disclosed herein should be considered to be illustrative and not restrictive in all respects. The scope of the present invention is indicated by the claims, not by the above description, and is intended to include all modifications within the meaning and scope of the claims. Note that the configurations exemplified in the present embodiment and the configurations exemplified in the modified examples can be appropriately combined. [Explanation of symbols]

[0136] 1 Insurance consultation system, 2 Salesperson terminal, 3 Customer terminal, 4 Check terminal, 5 Server device, 6 Network, 21, 31, 41, 51 Processor, 22, 32, 42, 52 Communication device, 23, 33, 43, 53 Memory, 24, 34, 44 Display, 25, 35, 45 Input interface, 26, 36 Camera, 27, 37 Microphone, 28, 38 Speaker, 231, 331, 431, 531 Control program, 232, 432, 532 Recording data, 233, 433, 533 Flag data, 234, 434, 534 Script data, 235 Recording program, 241, 242, 245, 246, 247, 441, 442 Display area, 243 Face, 244 Identification card, 251, 252, 253, 254, 255, 451, 452, 453, 454, 455, 456, 457, 461, 462, 463, 465, 466 Icon, 450 Seek bar, 464 Landmark, 535 Customer data, 536 Recruitment data.

Claims

1. An insurance consultation system for providing online insurance consultation, A first terminal; a second terminal capable of making a video call with the first terminal via a network; a recording unit that records the insurance consultation content conducted during the video call as video recording data; a playback unit that plays back the video recording data recorded by the recording unit, The playback unit plays back the recorded data at a predetermined check timing for checking the consultation content, a screen during the video call displays a result of the determination as to whether or not a face of the policyholder making the video call matches a facial photo on an identification card presented by the policyholder during the video call; An insurance consultation system in which the second terminal displays an icon on the screen during the video call in advance, which accepts user operation for the user to decide the check timing during the video call, and the recording unit records the check timing at which the user operation was accepted as flag data that can identify the check timing, linked to the recorded data.

2. 2. The insurance consultation system according to claim 1, wherein the check timing includes a timing for any one of the following consultation contents carried out during the video call: identity verification of the policyholder; confirmation of the policyholder's intention regarding the insurance product; explanation of important matters regarding the insurance product; and consent of the policyholder's family.

3. 3. The insurance consultation system according to claim 1, wherein the playback unit plays back subtitles in which the consultation content based on the recorded data is scripted.

4. The insurance consultation system according to claim 3 , wherein the playback unit indicates a timing at which a predetermined word identified based on the subtitles is to be played back on a playback screen of the recorded data.

5. 5. The insurance consultation system according to claim 1, wherein the playback unit displays a marker based on a user operation on a playback screen of the recorded data.

6. 6. The insurance consultation system according to claim 1, wherein the playback unit plays back the recorded data at a playback speed adjusted based on a user operation.

7. The insurance consultation system according to any one of claims 1 to 6, wherein the playback unit displays, on a playback screen of the recorded data, the result of the determination as to whether or not the face of the policyholder making the video call matches the facial photo on the identification card presented by the policyholder during the video call.

8. The insurance consultation system according to any one of claims 1 to 7, wherein the playback unit displays, on the playback screen of the recorded data, information about the policyholder identified based on the identification card presented by the policyholder during the video call.

9. An insurance consultation terminal for online insurance consultation, a communication device for making a video call with a terminal of a policyholder via a network; a memory for recording the contents of the insurance consultation conducted during the video call as video recording data; an input interface that accepts a user operation during the video call; the memory records the recording data in a reproducible manner at a check timing when the user operation is accepted; a screen during the video call displays a result of the determination as to whether or not a face of the policyholder making the video call matches a facial photo on an identification card presented by the policyholder during the video call; The input interface displays an icon on the screen during the video call in advance to accept the user operation for the user to decide the check timing during the video call, and the memory records the check timing at which the user operation was accepted as flag data that can identify the check timing, linked to the recorded data.

10. A recorded program for online insurance consultation, The recording program is installed in a computer. conducting a video call with a terminal of the policyholder via a network; a step of recording the insurance consultation content conducted during the video call as video recording data; receiving a user operation during the video call; The recording step includes displaying an icon for receiving the user operation for the user to determine a check timing on a screen during the video call in advance, and recording the video recording data so as to be replayable at the check timing when the user operation is received; A recording program in which a result of a determination as to whether or not a face of the policyholder making the video call matches a facial photo on an identification card presented by the policyholder during the video call is displayed on a screen during the video call.

Images