Information processing device, information processing method, and program

Abstract

To improve security regarding payment processing when users access services on information terminals shared by an unspecified number of people. [Solution] The information processing device 1 includes a reception unit 131 that receives an initiation operation for a predetermined service from a customer service terminal used by a user; a transmission unit 132 that, in response to the reception unit receiving the initiation operation, transmits access information to the customer service terminal for the user to input payment information to be used for payment of fees; an acquisition unit 133 that acquires payment information entered by the user terminal using the access information acquired from the customer service terminal from a user terminal owned by the user, which is different from the customer service terminal; a service provision unit 136 that performs processing to provide services to the customer service terminal; and a payment processing unit 138 that uses the payment information acquired by the acquisition unit to perform payment processing for fees related to services specified by the service provider.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and a program for processing information on services provided to users in an information terminal.

Background Art

[0002] Patent Document 1 describes a system that enables a user to remotely receive a medical service by a medical practitioner in a booth installed in a public space such as a commercial facility via an information terminal.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In order for a user to receive a service remotely, the service provider may request the input of payment information. In the system described in Patent Document 1, since the information terminal can be shared by unspecified people, security problems such as information theft may occur when a user inputs payment information into the information terminal.

[0005] Therefore, the present invention has been made in view of these points, and an object thereof is to improve the security regarding payment settlement when a user receives a service on an information terminal shared by unspecified people.

Means for Solving the Problems

[0006] An information processing apparatus according to a first aspect of the present invention includes: a reception unit that receives a start operation for receiving a predetermined service from a customer service terminal used by a user; a transmission unit that, in response to the reception unit receiving the start operation, transmits access information to the customer service terminal for the user to input payment information to be used for payment of fees; an acquisition unit that acquires the payment information input by the user terminal using the access information acquired from the customer service terminal from a user terminal owned by the user, which is different from the customer service terminal; a service provision unit that performs processing to provide the service to the customer service terminal; and a payment processing unit that uses the payment information acquired by the acquisition unit to perform payment processing for the fees related to the service specified by the service provider.

[0007] The transmitting unit transmits the code information generated by encoding the access information to the customer service terminal, and the access information may be obtained by the user terminal by the user terminal reading and decoding the code information displayed by the customer service terminal.

[0008] The receiving unit may receive permission information from the service provider indicating permission to provide the service before the transmitting unit transmits the access information, and the transmitting unit may transmit the access information on the condition that the receiving unit has received the permission information.

[0009] The information processing device may further include a storage control unit that stores in a storage unit an identification information for identifying the service provided by the service provision unit and the payment information in association with each other.

[0010] The service provision unit may perform the process of providing the service after the acquisition unit has acquired the payment information.

[0011] The information processing device further includes a determination unit that determines whether the payment information is valid before the service provision unit performs the processing to provide the service, and the service provision unit may perform the processing to provide the service on the condition that the determination unit has determined that the payment information is valid.

[0012] The settlement processing unit may perform the settlement processing after the service provision unit has performed the processing to provide the service.

[0013] The settlement processing unit may perform the settlement processing before the service provision unit performs the processing to provide the service.

[0014] The transmitting unit may transmit information indicating the charges for the service to the customer service terminal or the user terminal before the payment processing unit executes the payment processing, the receiving unit may receive approval information from the customer service terminal or the user terminal indicating approval for payment of the charges for the service, and the payment processing unit may execute the payment processing on the condition that the receiving unit has received the approval information.

[0015] If the settlement processing unit was unable to perform the settlement process, the acquisition unit may acquire additional settlement information different from the settlement information from the user terminal, and the settlement processing unit may re-execute the settlement process using the additional settlement information acquired by the acquisition unit.

[0016] The information processing device may further include a selection unit that selects a service provider from a plurality of candidate service providers before the acquisition unit acquires the payment information, and the service provision unit may perform a process of providing the service to the customer service terminal from the service provider selected by the selection unit.

[0017] The information processing device may further include a selection unit that, after the acquisition unit has acquired the payment information, selects a service provider from a plurality of candidate service providers, and the service provision unit may perform a process of providing the service to the customer service terminal from the service provider selected by the selection unit.

[0018] The service provision unit may perform the service, which is a call service conducted between the customer service terminal and the provider terminal used by the service provider.

[0019] A second aspect of the present invention relates to an information processing method comprising: a step of receiving a start operation from a customer service terminal used by a user, which is executed by a processor; a step of transmitting access information to the customer service terminal for the user to input payment information to be used for payment of fees, in response to receiving the start operation in the receiving step; a step of obtaining the payment information input by the user terminal using the access information obtained from the customer service terminal, from a user terminal owned by the user and different from the customer service terminal; a step of performing a process to provide the customer service terminal; and a step of performing a payment process for the fees related to the service specified by the service provider, using the payment information obtained in the obtaining step.

[0020] The program according to the third aspect of the present invention causes a processor to execute steps of: receiving, from a customer service terminal used by a user, a start operation for receiving a predetermined service; in response to receiving the start operation in the receiving step, transmitting access information for inputting settlement information used by the user for payment to the customer service terminal; obtaining the settlement information input using the access information acquired by the customer service terminal from a user terminal different from the customer service terminal and owned by the user; executing a process of providing the service to the customer service terminal; and executing a settlement process for the fee related to the service designated by the service provider using the settlement information obtained in the obtaining step.

Effect of the Invention

[0021] According to the present invention, when a user receives a service on an information terminal shared by unspecified people, there is an effect that the security regarding the payment of the price can be improved.

Brief Description of the Drawings

[0022] [Figure 1] It is a schematic diagram of an information processing system. [Figure 2] It is a block diagram of an information processing system. [Figure 3] It is a schematic diagram of a customer service terminal displaying an exemplary start screen. [Figure 4] It is a schematic diagram for explaining a process in which a transmission unit transmits access information to a customer service terminal. [Figure 5] It is a schematic diagram for explaining a process in which an acquisition unit acquires input information. [Figure 6] It is a schematic diagram for explaining a process in which a selection unit selects a provider. [Figure 7] It is a schematic diagram for explaining a process in which a service providing unit starts providing a service to a customer service terminal. [Figure 8] It is a schematic diagram for explaining management information. [Figure 9] This is a schematic diagram illustrating the payment processing performed by the payment processing unit. [Figure 10] This is a sequence diagram of an exemplary information processing method performed by an information processing system. [Modes for carrying out the invention]

[0023] [Overview of Information Processing System S] Figure 1 is a schematic diagram of the information processing system S according to this embodiment. The information processing system S includes an information processing device 1, a customer service terminal 2, a user terminal 3, and a provider terminal 4. The information processing system S may also include other equipment such as servers and terminals.

[0024] Information processing device 1 is a computer for processing information about a predetermined service that a provider provides to a user. Information processing device 1 is, for example, one or more servers. The service is provided from the provider terminal 4 used by the provider to the customer service terminal 2 used by the user. The service provided by the provider is, for example, a call service in which the user and the provider communicate remotely via the customer service terminal 2 and the provider terminal 4. The service provided by the provider may also be a video call service that sends and receives images in addition to voice. The service provided by the provider may also be a chat service that sends and receives text. In addition, information processing device 1 performs settlement processing for payments made by the user before or after receiving the service.

[0025] The services provided by the provider may include, for example, medical consultations such as medical examinations or medication guidance, financial consultations such as banking or securities consultations, administrative consultations such as those with the national or local government, and consultations regarding products that the user purchases or contracts for. The services provided by the provider are not limited to the specific services listed here and may include other services that the provider can provide to the user remotely.

[0026] Customer service terminal 2 is an information terminal used by users and is installed in a designated facility. A user is a person who receives a service. Customer service terminal 2 is shared by an unspecified number of people, including users. Customer service terminal 2 is placed in a designated location (such as a booth) within the facility and is used within the facility. Examples of facilities where customer service terminal 2 is installed include commercial facilities, public facilities, train stations, etc. Customer service terminal 2 is associated with customer service terminal identification information (hereinafter referred to as customer service terminal ID (Identifier)) used to identify the customer service terminal 2.

[0027] User terminal 3 is an information terminal used by a user and owned by that user. User terminal 3 is used by the same user as customer service terminal 2, but is a different information terminal from customer service terminal 2. User terminal 3 is carried by the user and used at the user's location. User terminal 3 is associated with user identification information (hereinafter referred to as User ID) used to identify the user who uses user terminal 3.

[0028] Provider terminal 4 is an information terminal used by the provider. The provider is an individual or business that provides services to the user. When the provider is a business, provider terminal 4 is operated by an employee belonging to the provider or an operator requested by the provider. Provider terminal 4 is associated with provider identification information (hereinafter referred to as provider ID) used to identify the provider using provider terminal 4.

[0029] The customer service terminal 2, user terminal 3, and provider terminal 4 are, for example, smartphones, tablet terminals, or personal computers. The customer service terminal 2, user terminal 3, and provider terminal 4 have an operation unit such as a touch panel or keyboard for receiving operations, and a display unit such as a liquid crystal display for displaying information. The customer service terminal 2, user terminal 3, and provider terminal 4 may further have an imaging unit including an image sensor for taking images, and a sound collection unit such as a microphone for acquiring sound. The customer service terminal 2, user terminal 3, and provider terminal 4 communicate with the information processing device 1 by at least one of wired communication or wireless communication.

[0030] The following describes the process performed by the information processing system S according to this embodiment. The information processing device 1 receives an initiation operation from the customer service terminal 2 used by the user to receive a predetermined service. The initiation operation is, for example, an operation in which the user selects one of several services that they wish to receive.

[0031] Upon receiving a start operation, the information processing device 1 transmits access information to the customer terminal 2 for the user to input payment information to pay the fee. The access information includes, for example, a URI (Uniform Resource Identifier) ​​for accessing the input screen for entering payment information.

[0032] Customer service terminal 2 displays code information generated by encoding access information. User terminal 3 reads the code information displayed by customer service terminal 2 using its imaging unit and obtains the access information indicated by the code information. User terminal 3 uses the obtained access information to access the payment information input screen and accepts payment information input from the user.

[0033] The information processing device 1 obtains payment information from a user terminal 3, which is different from the customer service terminal 2 that receives the access information, using the access information that the user terminal 3 obtained from the customer service terminal 2.

[0034] Information processing device 1 provides services to customer terminal 2. For example, information processing device 1 initiates a call service between customer terminal 2 and provider terminal 4.

[0035] The information processing device 1 uses the acquired payment information to perform payment processing for the service specified by the service provider, either before or after the provision of the service.

[0036] In this way, the information processing system S transmits access information for inputting payment information for the service to the customer terminal 2, and a user terminal 3, which is different from the customer terminal 2 to which the access information was transmitted, accepts the input of payment information using the access information. This allows the information processing system S to improve security regarding payment when a user receives a service at the customer terminal 2, which is shared by an unspecified number of people.

[0037] [Configuration of Information Processing System S] Figure 2 is a block diagram of the information processing system S according to this embodiment. In Figure 2, the arrows indicate the main data flows, and there may be other data flows besides those shown in Figure 2. In Figure 2, each block represents a functional unit configuration, not a hardware (device) unit configuration. Therefore, the blocks shown in Figure 2 may be implemented in a single device, or they may be implemented separately in multiple devices. Data exchange between blocks may be performed via any means, such as a data bus, network, or portable storage medium.

[0038] The information processing device 1 includes a communication unit 11, a storage unit 12, and a control unit 13. The information processing device 1 may be configured by two or more physically separate devices connected by wired or wireless connections. Alternatively, the information processing device 1 may be configured as a cloud, which is a collection of computer resources.

[0039] The communication unit 11 has a communication controller for sending and receiving data between the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network. The communication unit 11 notifies the control unit 13 of the data received from the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network. The communication unit 11 also transmits the data output from the control unit 13 to the customer service terminal 2, the user terminal 3, and the provider terminal 4 via the network.

[0040] The storage unit 12 is a storage medium including ROM (Read Only Memory), RAM (Random Access Memory), a hard disk drive, etc. The storage unit 12 pre-stores programs to be executed by the control unit 13. The storage unit 12 may be located outside the information processing device 1, in which case data may be exchanged with the control unit 13 via a network.

[0041] The control unit 13 includes a reception unit 131, a transmission unit 132, an acquisition unit 133, a determination unit 134, a selection unit 135, a service provision unit 136, a memory control unit 137, and a settlement processing unit 138. The control unit 13 is a processor such as a CPU (Central Processing Unit), and by executing a program stored in the memory unit 12, it functions as the reception unit 131, transmission unit 132, acquisition unit 133, determination unit 134, selection unit 135, service provision unit 136, memory control unit 137, and settlement processing unit 138. At least a portion of the functions of the control unit 13 may be performed by electrical circuits. In addition, at least a portion of the functions of the control unit 13 may be performed by a program executed via a network.

[0042] The configuration for the information processing system S to execute the processing according to this embodiment is described below. The customer service terminal 2 installed in a predetermined facility displays a start screen on its display unit for receiving the user's selection of the service they wish to receive. The service is, for example, a telephone service conducted between the customer service terminal 2 used by the user and the provider terminal 4 used by the provider.

[0043] Figure 3 is a schematic diagram of a customer service terminal 2 displaying an exemplary start screen. On the start screen, the customer service terminal 2 displays information (e.g., text or graphics) indicating one or more predetermined services that the user can receive. The user performs an operation on the customer service terminal 2 to select one of the displayed services that they wish to receive. The customer service terminal 2 transmits operation information indicating the operation performed by the user to the information processing device 1.

[0044] In the information processing device 1, the reception unit 131 receives an initiation operation from the customer service terminal 2 to receive a predetermined service. The reception unit 131 receives, for example, the user operation indicated by the operation information transmitted by the customer service terminal 2 as an initiation operation to receive the service. The reception unit 131 identifies the service selected by the user, as indicated by the received initiation operation. The service selected by the user is specified, for example, by a service ID used to identify the service.

[0045] In response to the reception unit 131 receiving the start operation, the transmission unit 132 transmits access information to the customer terminal 2 for inputting required items such as payment information needed to use the service.

[0046] Figure 4 is a schematic diagram illustrating the process by which the transmission unit 132 transmits access information to the customer service terminal 2. The access information is acquired from the customer service terminal 2 to the user terminal 3, allowing the user terminal 3 to access the input screen for entering requested items. In other words, the access information is used to enter requested items on the user terminal 3, not on the customer service terminal 2.

[0047] For example, in response to the reception unit 131 receiving a start operation, the transmission unit 132 issues a reception ID (first identification information) to identify the start operation received by the reception unit 131. The transmission unit 132 generates access information that includes the issued reception ID and a URI for accessing an input screen for entering the requested items.

[0048] The transmission unit 132 may generate access information that includes URIs for accessing different input screens depending on one or more services. The reception unit 131 generates access information that includes a URI corresponding to the service selected by the user from among one or more services (a URI pre-associated with a service ID for identifying the service selected by the user). This allows the information processing system S to provide an input screen suitable for the service selected by the user.

[0049] The transmission unit 132 transmits the generated access information to the customer service terminal 2. The customer service terminal 2 displays the code information generated by encoding the access information transmitted by the information processing device 1 on its display unit. The code information is, for example, a one-dimensional code or a two-dimensional code generated by encoding the access information according to known rules.

[0050] The transmission unit 132 of the information processing device 1 may generate code information by encoding access information and transmit the generated code information to the customer service terminal 2. The customer service terminal 2 may generate code information by encoding the access information received from the information processing device 1.

[0051] In addition to access information, the transmission unit 132 may generate a one-time code in a known manner in response to the start operation received by the reception unit 131, and transmit the generated one-time code to the customer service terminal 2. The one-time code is, for example, a password that can be used only once. The customer service terminal 2 displays the one-time code transmitted by the information processing device 1 on its display unit.

[0052] The transmitting unit 132 may transmit access information to the customer terminal 2, subject to permission from the service provider. In this case, before the transmitting unit 132 transmits the access information, the receiving unit 131 transmits information indicating that the user wishes to receive the service to the service provider's terminal 4. The service provider terminal 4 displays the information transmitted by the information processing device 1 on its display unit.

[0053] The provider terminal 4 transmits permission information to the information processing device 1 in response to the provider performing a predetermined operation indicating permission to provide the service. In the information processing device 1, the reception unit 131 receives the permission information transmitted by the provider terminal 4. The transmission unit 132 transmits access information to the customer terminal 2, conditional on the reception unit 131 receiving the permission information. As a result, the information processing system S can prevent the user from entering requested items such as payment information even when the provider is unable to provide the service.

[0054] The user has the customer service terminal 2 read the code information displayed on it using the imaging unit of the user terminal 3. The user terminal 3 obtains the access information indicated by the code information by decoding the code information read using the imaging unit (for example, an image containing the code information) according to known rules.

[0055] The user terminal 3 uses the acquired access information to display an input screen on the display unit for entering requested items. The user terminal 3 accesses the URI indicated by the access information, for example, using a web browser or other application. The input screen is provided by the information processing device 1 or another server.

[0056] The information processing system S may prohibit access to the input screen for entering requested items from the customer terminal 2. In this case, the customer terminal 2 prohibits access to the input screen by, for example, blocking access to the URI indicated by the access information transmitted by the information processing device 1. Alternatively, the information processing device 1 or other server providing the input screen may prohibit access to the input screen from the customer terminal 2 by blocking access from the customer terminal 2. This allows the information processing system S to deter users from entering personal information on the customer terminal 2, which is shared by an unspecified number of people.

[0057] When the information processing device 1 transmits a one-time code to the customer service terminal 2, the information processing system S may grant access to the input screen from the user terminal 3, provided that the user enters the one-time code displayed on the customer service terminal 2 into the user terminal 3. This allows the information processing system S to prevent unauthorized access to the URI of the input screen and improve security.

[0058] The acquisition unit 133 acquires input information from the user terminal 3 using the access information acquired by the user terminal 3 from the customer service terminal 2. Figure 5 is a schematic diagram illustrating the process by which the acquisition unit 133 acquires input information.

[0059] The user enters the requested items shown on the input screen displayed using the access information on user terminal 3. The requested items include payment information for the user to pay for the service. The requested items may also include user information indicating the user's characteristics that the service provider requires in order to provide the service. Payment information may include, for example, credit card number, bank account number, and payment system account information. User information may include, for example, the user's name, address, telephone number, medical history, medication history, and asset information.

[0060] The required items may include items that differ depending on the service selected by the user from one or more services, or depending on the service provider. In this case, the storage unit 12 pre-stores information associating a service ID for identifying a service with the required items required to use that service. The input screen displays the required items associated with the service ID for identifying the service selected by the user. This allows the information processing system S to accept input of required items appropriate to the service selected by the user.

[0061] The input screen may have pre-filled registration information for the user. In this case, the information processing device 1 receives a user ID from the user terminal 3 to identify the user. For example, when the reception unit 131 accepts the start operation described above, it receives the user ID that has been pre-set on the user terminal 3 from the user terminal 3. Alternatively, the reception unit 131 may accept manual input of the user ID from the user on the user terminal 3.

[0062] The acquisition unit 133 acquires pre-registered registration information from the storage unit 12 or other storage units, associated with the user ID received by the reception unit 131. The registration information includes, for example, information registered by the user when they start using the information processing system S, information entered by the user when they used the information processing system S in the past, and information registered by the user with external services such as communication services or SNS (Social Networking Service).

[0063] The acquisition unit 133 may acquire different registration information depending on the service selected by the user. In this case, the acquisition unit 133 acquires one or more registration information items that correspond to the request items associated with the service ID used to identify the service selected by the user, from among the one or more registration information items that have been pre-registered in association with the user ID of the user received by the reception unit 131. As a result, the information processing system S can acquire only the registration information related to the service selected by the user.

[0064] The transmission unit 132 sends display information to the user terminal 3 to display the input screen with the acquired registration information entered into the required fields. The user terminal 3 displays the input screen with the user's registration information entered into the required fields according to the display information displayed by the information processing device 1. As a result, the information processing system S can reduce the effort required for the user to enter the required fields on the input screen.

[0065] User terminal 3 transmits the input information entered by the user in the requested items shown on the input screen to information processing device 1. User terminal 3 transmits input information sequentially, or transmits input information in response to the user performing a predetermined completion operation.

[0066] In the information processing device 1, the acquisition unit 133 acquires input information, including payment information, entered by the user terminal 3 using access information acquired by the user terminal 3 from the customer service terminal 2, and stores it in the storage unit 12 in association with the user's user ID.

[0067] The determination unit 134 determines whether the input of the requested items has been completed by the user terminal 3. The user terminal 3 transmits completion information to the information processing device 1, indicating that the input of the requested items has been completed, in response to the user performing a predetermined completion operation (such as selecting a predetermined button). In the information processing device 1, the determination unit 134 determines, for example, that the input of the requested items has been completed by the user terminal 3 if it receives completion information from the user terminal 3, and determines that the input of the requested items has not been completed by the user terminal 3 if it does not receive completion information from the user terminal 3.

[0068] Furthermore, the determination unit 134 determines whether the payment information is valid after the acquisition unit 133 has acquired the payment information and before the service provision unit 136 executes the process of providing the service. For example, the determination unit 134 sends a confirmation request to a predetermined device that manages the payment information (such as a credit card company or bank server) to confirm whether the payment information is valid, and receives a confirmation result from the device. Based on the received confirmation result, the determination unit 134 determines whether the payment information is valid. As a result, the information processing system S can confirm the validity of the payment information before providing the service and prevent situations where payment cannot be made after the service has been provided.

[0069] The selection unit 135 selects a provider to provide the service to the user from among several candidate providers capable of providing the service selected by the user. Figure 6 is a schematic diagram illustrating the process by which the selection unit 135 selects a provider.

[0070] The selection unit 135 retrieves related information, for example, which associates a service ID for identifying a service with one or more provider IDs for identifying one or more providers capable of providing the service, and which is pre-stored in the storage unit 12. From the retrieved related information, the selection unit 135 extracts one or more providers associated with the service ID of the service selected by the user.

[0071] When multiple providers are extracted, the selection unit 135 selects one of the providers according to predetermined rules. For example, the selection unit 135 may select the provider with the highest priority among the multiple providers according to the priority set in advance for each of the multiple providers extracted. For example, the selection unit 135 may send a predetermined notification to the provider terminal 4 of the multiple providers extracted and select the provider that performs a predetermined acceptance operation to the notification first at the provider terminal 4. The selection unit 135 is not limited to the specific rules shown herein and may select providers according to other rules.

[0072] The selection unit 135 may select a provider before the acquisition unit 133 acquires the payment information. This allows the information processing system S to prevent the user from entering payment information even when there are no providers available to provide the service.

[0073] The selection unit 135 may select a provider after the acquisition unit 133 has acquired the payment information. This allows the information processing system S to prevent service providers from preparing to provide services even when the user is unable to input the payment information necessary for providing the service.

[0074] The service provision unit 136, on the condition that the determination unit 134 has determined that the input of the request items is complete, starts providing the service from the provider terminal 4 of the provider selected by the selection unit 135 to the customer terminal 2. Figure 7 is a schematic diagram illustrating the process by which the service provision unit 136 starts providing the service to the customer terminal 2.

[0075] The transmission unit 132, on the condition that the determination unit 134 determines that the input of the requested items has been completed, sends a start notification, which is information indicating that the provision of the service has begun, to the customer service terminal 2 and the provider terminal 4. The transmission unit 132 may also send a start notification to the user terminal 3.

[0076] The transmission unit 132 transmits the input information of the request items entered by the user to the provider terminal 4, provided that the determination unit 134 determines that the input of the request items is complete. The transmission unit 132 transmits the input information to the provider terminal 4, for example, before the service provision unit 136 starts providing the service. This allows the information processing system S to present the user's input information to the provider before the service provision begins, making it easier for the provider to prepare the service to provide to the user.

[0077] Furthermore, the transmission unit 132 may transmit input information to the provider terminal 4 after the service provision unit 136 has started providing the service. This allows the information processing system S to present the user's input information to the provider during service provision, making it easier for the provider to provide the service smoothly.

[0078] The transmission unit 132 may provide input information for different request items depending on the provider. For example, the transmission unit 132 may provide only input information for medical-related request items such as medical history or medication history to a provider of medical services, and only input information for financial-related request items such as asset information to a provider of financial services. This allows the information processing system S to provide input information relevant to the provider and not provide input information irrelevant to the provider.

[0079] The service provision unit 136 starts providing services to the customer terminal 2, provided that the determination unit 134 determines that the input of the requested items has been completed. For example, in response to the determination unit 134 determining that the input of the requested items has been completed, the service provision unit 136 issues a session ID (second identification information) to identify the service to be provided, and starts providing the service in association with the issued session ID.

[0080] If the service provided by the provider is a voice call service, the service provision unit 136 starts the voice call service by initiating the transmission and reception of voice between the customer terminal 2 and the provider terminal 4. If the service provided by the provider is a video call service, the service provision unit 136 starts the video call service by initiating the transmission and reception of voice and images between the customer terminal 2 and the provider terminal 4. If the service provided by the provider is a chat service, the service provision unit 136 starts the chat service by initiating the transmission and reception of text between the customer terminal 2 and the provider terminal 4. The service provision unit 136 may also start other services provided by the provider via the customer terminal 2 and the provider terminal 4.

[0081] As a result, the information processing system S can receive input of request items on the user's own terminal 3, rather than on the customer service terminal 2 which is shared by an unspecified number of people, and then provide services to the user.

[0082] The service provision unit 136, for example, executes the process of providing a service after the acquisition unit 133 has acquired the payment information. This allows the information processing system S to prevent service providers from providing services even when the user is unable to input the payment information necessary for the provision of the service.

[0083] Furthermore, the service provision unit 136 executes the process of providing the service, for example, on the condition that the determination unit 134 has determined that the payment information is valid. This prevents the information processing system S from having the service provider provide the service even if the payment information entered by the user is invalid for any reason (expired, input error, etc.).

[0084] The transmission unit 132 may retransmit the access information sent to the customer terminal 2 to the customer terminal 2 in response to a predetermined operation performed by the provider on the provider terminal 4 while the provider is providing a service to the customer terminal 2. The customer terminal 2 displays the access information (code information) transmitted by the information processing device 1. The user terminal 3 uses the access information obtained from the customer terminal 2 to redisplay the input screen for entering the requested items. The user terminal 3 transmits the input information of the requested items entered on the redisplayed input screen.

[0085] In the information processing device 1, the acquisition unit 133 acquires the input information transmitted by the user terminal 3. This allows the information processing system S to accept input of the requested items again from the user at the user terminal 3 during service provision, for example, if there is a missing request item, and continue providing the service.

[0086] When the service provision unit 136 starts providing a service, the memory control unit 137 causes the storage unit 12 to store management information for managing the service provided by the service provision unit 136.

[0087] Figure 8 is a schematic diagram illustrating management information. The memory control unit 137 stores management information in the memory unit 12, which associates a reception ID (first identification information) for identifying the start operation, a session ID (second identification information) for identifying the service started by the service provision unit 136 in response to the start operation, and input information entered in response to the start operation. The input information is information entered in the user terminal 3 in accordance with the request items shown on the input screen displayed using access information. In the example shown in Figure 8, the input information includes payment information for the user to settle the service fee and user information indicating the user characteristics required by the service provider to provide the service.

[0088] This allows the information processing system S to manage and associate the services provided by the customer service terminal 2 with the input information entered by the user terminal 3.

[0089] The settlement processing unit 138 uses the settlement information acquired by the acquisition unit 133 to perform settlement processing for the service fee specified by the service provider. Figure 9 is a schematic diagram illustrating the settlement processing performed by the settlement processing unit 138.

[0090] The acquisition unit 133 receives, for example, after the service provision unit 136 has performed the processing to provide a service, fee information indicating the fee for the service specified by the provider, associated with a session ID for identifying the service, from the provider terminal 4. The fee to be charged to the user may be a fee specified in advance by the provider, in which case the acquisition unit 133 does not need to receive fee information from the provider terminal 4.

[0091] The memory control unit 137 stores in the memory unit 12 information that associates a session ID for identifying a service initiated by the service provision unit 136, fee information indicating the fee for the service specified by the provider, and payment information used for settling the fee for the service.

[0092] The transmission unit 132 transmits the charge information to the customer terminal 2 or user terminal 3 before the payment processing unit 138 executes the payment processing. The customer terminal 2 or user terminal 3 displays the charge information transmitted by the information processing device 1 on its display unit.

[0093] When the customer service terminal 2 or user terminal 3 performs a predetermined operation indicating that the user approves payment for the service, it transmits approval information indicating approval for payment for the service to the information processing device 1. In the information processing device 1, the reception unit 131 receives the approval information transmitted by the customer service terminal 2 or user terminal 3.

[0094] The payment processing unit 138 executes the payment process on the condition that the receiving unit 131 has received the approval information. Alternatively, the payment processing unit 138 may execute the payment process without receiving approval information from the user.

[0095] The payment processing unit 138 uses the payment information acquired by the acquisition unit 133 to process a bill for the user for the service specified by the provider. The payment processing unit 138 bills the user for the service by, for example, transmitting the payment information and fee information to a predetermined device that performs payments (such as a credit card company or bank server).

[0096] This allows the information processing system S to perform payment processing using payment information entered on the user terminal 3 owned by the user, rather than on the customer service terminal 2 which is shared by an unspecified number of people, thereby improving security regarding payment.

[0097] The settlement processing unit 138 may re-execute the settlement process if it was unable to execute the settlement process for any reason, such as insufficient balance (e.g., the settlement process failed). In this case, the transmission unit 132 may, for example, re-transmit the access information sent to the customer service terminal 2 to the customer service terminal 2. The customer service terminal 2 displays the access information (code information) transmitted by the information processing device 1. The user terminal 3 re-displays the input screen using the access information obtained from the customer service terminal 2. Alternatively, the transmission unit 132 may send the access information directly to the user terminal 3 instead of the customer service terminal 2.

[0098] User terminal 3 transmits additional payment information different from the payment information entered on the redisplayed input screen. In the information processing device 1, the acquisition unit 133 acquires the additional payment information different from the payment information transmitted by user terminal 3 from user terminal 3. The payment processing unit 138 re-executes the payment process using the additional payment information acquired by the acquisition unit 133. As a result, even if the payment process could not be performed with the payment information entered by the user, the information processing system S can accept payment information input again from user terminal 3 and execute the payment process again.

[0099] The transmitting unit 132, on the condition that the payment processing unit 138 has completed the payment processing, transmits a payment completion notification, which is information indicating that the payment has been completed, to at least one of the customer service terminal 2, user terminal 3, and provider terminal 4.

[0100] The settlement processing unit 138 may perform settlement processing before the service provision unit 136 performs the processing to provide the service. In this case, before providing the service, the settlement processing unit 138 performs processing to bill the user for the service fee specified in advance by the provider, using the settlement information acquired by the acquisition unit 133.

[0101] Furthermore, the payment processing unit 138 may perform payment processing both before and after the provision of the service. In this case, the payment processing unit 138 will either bill the user for any outstanding charges after the service has been provided, or refund any remaining charges after the service has been provided, based on the charges paid before the service has been provided.

[0102] [Sequence of information processing methods] Figure 10 is a sequence diagram of an exemplary information processing method performed by the information processing system S according to this embodiment. A customer service terminal 2 installed in a predetermined facility receives a selection of services that the user wishes to receive (S11). The user performs an operation on the customer service terminal 2 to select one of the services they wish to receive from the one or more services displayed. The customer service terminal 2 transmits operation information indicating the operation performed by the user to the information processing device 1.

[0103] In the information processing device 1, the reception unit 131 accepts the user operation indicated by the operation information transmitted by the customer terminal 2 as the start operation for receiving the service. In response to the reception unit 131 accepting the start operation, the transmission unit 132 transmits access information to the customer terminal 2 for inputting the required items to use the service (S12).

[0104] The customer service terminal 2 displays code information generated by encoding the access information transmitted by the information processing device 1 on its display unit. The code information is generated by either the information processing device 1 or the customer service terminal 2.

[0105] The user has the customer service terminal 2 read the code information displayed by the user terminal 3 using the imaging unit. The user terminal 3 obtains the access information indicated by the code information by decoding the code information read using the imaging unit according to known rules (S13).

[0106] The user terminal 3 uses the acquired access information to display an input screen on its display unit for entering the requested items (S14). The user uses the access information to enter the requested items shown on the input screen displayed on the user terminal 3 (S15). The user terminal 3 transmits the input information entered by the user for the requested items shown on the input screen to the information processing device 1.

[0107] In the information processing device 1, the acquisition unit 133 acquires the input information transmitted by the user terminal 3 and stores it in the storage unit 12 in association with the user's user ID. The determination unit 134 determines whether or not the input of the requested items has been completed by the user terminal 3 (S16). For example, if the determination unit 134 receives completion information from the user terminal 3, it determines that the input of the requested items has been completed by the user terminal 3, and if it does not receive completion information from the user terminal 3, it determines that the input of the requested items has not been completed by the user terminal 3.

[0108] The determination unit 134 determines whether the payment information is valid after the acquisition unit 133 has acquired the payment information and before the service provision unit 136 performs the processing to provide the service (S17). The determination unit 134, for example, sends a confirmation request to a predetermined device that manages the payment information (such as a credit card company or bank server) to confirm whether the payment information is valid, and receives a confirmation result from the device. Based on the received confirmation result, the determination unit 134 determines whether the payment information is valid.

[0109] The transmission unit 132, on the condition that the determination unit 134 determines that the input of the requested items has been completed, sends a start notification, which is information indicating that the provision of the service has begun, to the customer terminal 2 and the provider terminal 4 (S18).

[0110] The transmitting unit 132 transmits the input information of the request items entered by the user to the provider terminal 4 before the service provision unit 136 starts providing the service (S19). Alternatively, the transmitting unit 132 may transmit the input information to the provider terminal 4 after the service provision unit 136 has started providing the service.

[0111] The service provision unit 136 starts providing services to the customer terminal 2 (S20) on the condition that the determination unit 134 determines that the input of the request items has been completed. The service provision unit 136 starts the call service, for example, by starting the transmission and reception of voice between the customer terminal 2 and the provider terminal 4.

[0112] The settlement processing unit 138 uses the settlement information acquired by the acquisition unit 133 to perform settlement processing for the service fee specified by the service provider (S21). The transmission unit 132 transmits the fee information to the customer service terminal 2 or user terminal 3, for example, before the settlement processing unit 138 performs settlement processing. The customer service terminal 2 or user terminal 3 transmits approval information indicating approval for payment of the service fee to the information processing device 1 in response to the user performing a predetermined operation indicating approval for payment of the service fee. In the information processing device 1, the reception unit 131 receives the approval information transmitted by the customer service terminal 2 or user terminal 3.

[0113] The payment processing unit 138, on the condition that the receiving unit 131 has received the approval information, uses the payment information acquired by the acquisition unit 133 to process a bill for the service specified by the provider to the user. The payment processing unit 138 bills the user for the service by, for example, transmitting the payment information and fee information to a predetermined device that performs payments (such as a credit card company or bank server).

[0114] [Effects of the Embodiment] According to the information processing system S of this embodiment, the information processing device 1 transmits access information for inputting payment information for a service to the customer service terminal 2, and a user terminal 3, which is different from the customer service terminal 2 to which the access information was transmitted, accepts the input of payment information using the access information. As a result, the information processing system S can improve security regarding payment when a user receives a service at the customer service terminal 2 which is shared by an unspecified number of people.

[0115] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations-led Sustainable Development Goals (SDGs), "Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation."

[0116] Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of its gist. For example, all or part of the apparatus can be configured by functionally or physically distributing and integrating in any unit. Furthermore, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effects of the new embodiments resulting from the combinations are combined with the effects of the original embodiments. [Explanation of symbols]

[0117] S Information Processing System 1. Information Processing Device 11 Communications Department 12 Storage section 13 Control Unit 131 Reception Department 132 Transmitter 133 Acquisition Department 134 Judgment section 135 Selection Section 136 Service Provision Department 137 Memory Control Unit 138 Payment Processing Unit 2 Customer service terminals 3. User terminals 4. Provider terminal

Claims

1. A reception area that receives the initiation operation for users to receive a specified service from the customer service terminal they use, In response to the reception unit receiving the start operation, the transmission unit transmits access information to the customer service terminal for the user to input payment information to pay the fee. An acquisition unit that acquires the payment information entered by the user terminal using the access information acquired from the customer service terminal, from a user terminal owned by the user terminal that is different from the customer service terminal, After the acquisition unit acquires the payment information, the service provision unit performs the process of providing the service to the customer service terminal, After the service provision unit has performed the process of providing the service, the settlement processing unit uses the settlement information acquired by the acquisition unit to perform settlement processing for the fees related to the service specified by the service provider, An information processing device having

2. The acquisition unit, after the service provision unit has performed the process of providing the service, receives fee information indicating the fee for the service specified by the service provider from the service provider terminal used by the service provider, The settlement processing unit executes the settlement process for the charges indicated by the charge information received by the acquisition unit. The information processing apparatus according to claim 1.

3. The transmitting unit transmits the code information generated by encoding the access information to the customer service terminal. The access information is obtained by the user terminal by the user terminal reading and decoding the code information displayed by the customer service terminal. The information processing apparatus according to claim 1 or 2.

4. The receiving unit receives permission information from the service provider indicating permission to provide the service before the transmitting unit transmits the access information. The transmitting unit transmits the access information on the condition that the receiving unit has received the permission information. The information processing apparatus according to claim 1 or 2.

5. The system further includes a storage control unit that stores in a storage unit, in association with identification information for identifying the service provided by the service provision unit and the payment information. The information processing apparatus according to claim 1 or 2.

6. The service provision unit further includes a determination unit that determines whether the payment information is valid or not before the service provision unit performs the processing to provide the service. The service provision unit executes the process of providing the service on the condition that the determination unit has determined that the payment information is valid. The information processing apparatus according to claim 1 or 2.

7. The transmission unit transmits information indicating the charges for the service to the customer service terminal or the user terminal before the payment processing unit executes the payment processing. The reception unit receives approval information from the customer service terminal or user terminal indicating approval for payment of the charges related to the service. The settlement processing unit executes the settlement process on the condition that the receiving unit has received the approval information. The information processing apparatus according to claim 1 or 2.

8. Conditional on the payment processing unit being unable to perform the payment processing, the acquisition unit acquires additional payment information different from the payment information from the user terminal. The settlement processing unit re-executes the settlement process using the additional settlement information acquired by the acquisition unit. The information processing apparatus according to claim 1 or 2.

9. Before the acquisition unit acquires the payment information, it further includes a selection unit that selects a service provider from a plurality of candidate service providers. The service provision unit executes the process of providing the service to the customer terminal from the service provider selected by the selection unit. The information processing apparatus according to claim 1 or 2.

10. After the acquisition unit acquires the payment information, it further includes a selection unit that selects a service provider from a plurality of candidate service providers. The service provision unit executes the process of providing the service to the customer terminal from the service provider selected by the selection unit. The information processing apparatus according to claim 1 or 2.

11. The service provision unit executes the service, which is a call service conducted between the customer service terminal and the provider terminal used by the service provider. The information processing apparatus according to claim 1 or 2.

12. The processor executes A step of receiving an initiation operation from the customer service terminal used by the user to receive a predetermined service, In the receiving step, upon receiving the start operation, the user transmits access information to the customer service terminal for the user to input payment information to pay the fee. The steps include: obtaining the payment information entered by the user terminal using the access information obtained from the customer service terminal, from a user terminal owned by the user that is different from the customer service terminal; After obtaining the payment information in the aforementioned acquisition step, the process of providing the service to the customer service terminal is performed, After performing the process of providing the service in the execution step, the step of using the payment information obtained in the acquisition step to perform a payment process for the fee for the service specified by the service provider, An information processing method having the following characteristics.

13. In the processor, A step of receiving an initiation operation from the customer service terminal used by the user to receive a predetermined service, In the receiving step, upon receiving the start operation, the user transmits access information to the customer service terminal for the user to input payment information to pay the fee. The steps include: obtaining the payment information entered by the user terminal using the access information obtained from the customer service terminal, from a user terminal owned by the user that is different from the customer service terminal; After obtaining the payment information in the aforementioned acquisition step, the process of providing the service to the customer service terminal is performed, After performing the process of providing the service in the execution step, the step of using the payment information obtained in the acquisition step to perform a payment process for the fee for the service specified by the service provider, A program that executes something.

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