Remote Consultation System for Money Handling Apparatus
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Solution Overview
Problem
In financial institutions, the reduction in branch staff due to labor shortages, work style reforms, and low profit structures has made it challenging for customers to operate money handling apparatuses independently, leading to potential inefficiencies and errors in transactions.
Innovation Solution
A financial transaction system that includes a money handling apparatus operable by customers, a remote conversation system for consultations with remote consultants, an output unit for displaying transaction information, an obtaining unit for reading this information, and a transaction processor for executing transactions based on the information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers operate money handling apparatuses independently to reduce branch staff, then productivity is improved, but reliability deteriorates due to customers not being accustomed to operating the apparatus
Solution Approach 1:
The patent introduces a remote consultant as an intermediary who provides guidance to customers operating money handling apparatuses. The consultant communicates with the customer during the transaction process, helping them navigate the apparatus operations correctly. This mediator resolves the contradiction by enabling independent customer operation (improving productivity) while providing expert oversight (maintaining reliability).
Solution Approach 2:
The system implements feedback mechanisms where the money handling apparatus communicates transaction status and requirements to both the customer and remote consultant. This real-time feedback loop allows the customer to understand the transaction progress while the consultant can intervene if errors are detected, thus maintaining reliability while enabling independent operation for productivity improvement.
2Adaptability or versatility
If remote consultants provide complex financial consultation, then adaptability is improved, but device complexity increases requiring additional support staff
Solution Approach 1:
The remote consultant acts as an intermediary who handles complex financial consultation requirements. Instead of embedding complex decision-making logic in the money handling apparatus itself, the system uses the human consultant as an intelligent mediator who can adapt to various financial scenarios. This approach maintains adaptability while avoiding the need to increase the technical complexity of the automated apparatus.
Solution Approach 2:
The remote consultant terminal is designed as a universal platform that can handle multiple types of financial consultations (investments, inheritances, loans, etc.) through a single interface. This multi-functional design provides adaptability across different financial services without requiring separate specialized systems for each service type, thus avoiding device complexity multiplication.
3Productivity
If clerks are reduced to save human resources, then productivity is improved, but ease of operation deteriorates as customers lack guidance
Solution Approach 1:
The remote consultant serves as a virtual intermediary who provides the guidance and support previously offered by in-branch clerks. Through video communication and remote control capabilities, the consultant can guide customers through apparatus operations in real-time, making the system as easy to operate as having a physical clerk present. This enables human resource reduction while maintaining ease of operation through the digital intermediary.
Solution Approach 2:
The patent replaces the mechanical presence of physical clerks with a digital communication system. The remote consultant terminal uses video calls, audio communication, and electronic displays to provide guidance, substituting the physical interaction between clerk and customer with digital-mediated interaction. This substitution reduces human resources while maintaining operational ease through technology-enabled communication.
4Reliability
If clerks make phone calls to confirm consultation content, then reliability is improved, but loss of time increases reducing work efficiency
Solution Approach 1:
The system merges the confirmation process into the existing remote consultation interface. Instead of separate phone calls, the consultant can directly view and confirm transaction details through the integrated terminal system that already connects the customer, apparatus, and consultant. This consolidation eliminates the need for additional communication steps while maintaining reliability through the same confirmation objective.
Solution Approach 2:
The money handling apparatus provides real-time feedback to both the customer and remote consultant during the transaction process. Transaction details, status updates, and confirmation requests are automatically communicated through the system interface, eliminating the need for manual phone confirmations. This automated feedback mechanism maintains reliability by ensuring accurate information exchange while significantly reducing the time required for confirmations.
Data Source
AI summary
A financial transaction system includes: a money handling apparatus configured to be operated by a customer; a remote conversation system enabling a remote conversation between the customer and a consultant attending to the customer; an output unit included in the remote conversation system and configured to output transaction information indicative of content of a money transaction determined in the remote conversation; an obtaining unit configured to obtain the transaction information; and a transaction processor configured to execute transaction processing based on the transaction information.