JPH04314191A - Guide/induction processor - Google Patents

Abstract

PURPOSE:To induce a customer corresponding to the service contents of plural windows for the customer and to quickly process the request of the customer. CONSTITUTION:A document reading means 3 which reads a document, a document recognizing means 3 which recognizes the kind of document, a guide means 4 which guides the customer to an in-charge window by deciding it, a character information extracting means 5 which extracts character information described by the customer, a character recognizing means 6 which recognizes a character from the character information, a processing sequence deciding means 8 which decides processing sequence based on the kind of document, and a transmission means 7 which transmits the kind of document, the character, and the processing sequence to the window are provided, and the kind of document, the processing sequence, and the character described by the customer are sent to the window guided by the guide means 4, and the customer is guided to the handling window of the document, and also, the processing of the document set by the customer can be performed preferentially in advance.

Description

[Detailed description of the invention]

0001

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a guidance and guidance processing device that guides customers at a plurality of counters according to the content of services provided to them and enables prompt processing of customer requests.

[0002] Financial institutions such as banks have a plurality of counters, and display the business details of the counter in charge depending on the content of services provided to customers. On the floor, a form is prepared for each business, and the customer fills out the necessary information on this form and submits it to the counter in charge to receive the desired service.

[0003] Incidentally, in recent years, the work content of financial institutions' counters has become more complex, and customers are often confused about which counter to choose.
It is necessary that the waiting time not be long.

0004

[Prior Art] Conventionally, customers looked at information boards displayed at each counter, determined the work they were responsible for, and selected a counter;
Alternatively, they asked questions to the information staff on the floor and selected the counter in charge. The forms submitted to the counter were processed in the order in which they were submitted to the counter.

[0005]

[Problems to be Solved by the Invention] As mentioned above, in the past, customers had to search for a contact point, which caused the customer to feel troublesome, and even forms that required less processing time were processed in the order they were submitted, so the processing time was shortened. There is a problem in that if a document is submitted after a form that takes a long time, the user will have to wait for a long time.

In view of these problems, the present invention reads the form created by the customer, guides the counter in charge according to its contents, and instructs the counter in charge of the processing order, thereby allowing the customer to select a counter. The aim is to eliminate the need for this and minimize waiting time.

[0007]

Means for Solving the Problems FIG. 1 is a block diagram illustrating the principle of the present invention. The guidance processing device 1 includes a form reading means 2 that reads a form set by a customer as image data, and a form reading means 2 that reads a form read as image data based on the image data sent by the form reading means 2 and preset form form information. A form recognition means 3 recognizes the type of the customer, and a guide means 4 determines the contact point in charge based on the recognition result of the form recognition means 3 and guides the customer.

[0008] Then, the guide means 4 guides the customer to the counter for handling the form set by the customer by means of display, voice, or the like. Further, the guide guidance processing device 1 includes a form reading means 2 that reads a form set by a customer as image data, and a form reading means 2 that reads a form set by a customer based on the image data sent by the form reading means 2 and preset form form information. a form recognition means 3 that recognizes the type of form that has been received, and a guidance means 4 that determines the contact point in charge based on the recognition result of the form recognition means 3 and guides the customer.
, a character information extraction means 5 for extracting character information written by the customer based on the image data sent by the form reading means 2 and the form information set in the form recognition means 3; 5, and a transmission means 7 for transmitting the characters recognized by the character recognition means 6 and the type of form recognized by the form recognition means 3 to the counter. ing.

[0009] Then, the guide means 4 sends the type of form and the characters filled in by the customer to the counter to which the customer was guided;
The staff at the relevant counter can process the form set by the customer in advance.

The guide guidance processing device 1 further includes a form reading means 2 for reading a form set by a customer as image data, and image data sent by the form reading means 2.
A form recognition means 3 that recognizes the type of the read form based on preset form information, and a guidance means 4 that determines the contact point in charge and guides the customer based on the recognition result of the form recognition means 3. , a character information extraction means 5 for extracting character information written by a customer based on the image data sent by the form reading means 2 and the form information set in the form recognition means 3; a character recognition means 6 that recognizes characters from the character information extracted by the character recognition means 3; a processing order determination means 8 that determines the processing order based on the type of form recognized by the form recognition means 3; and characters recognized by the character recognition means 6. and transmitting means 7 for transmitting the type of form recognized by the form recognizing means 3 and the processing order determined by the processing order determining means 8 to the counter.

[0011] Then, the guide means 4 sends the type of form, the characters entered by the customer, and the processing order to the counter to which the customer is guided, so that the processing of forms with high priority can be given priority. There is.

0012

[Operation] By configuring as described above, the customer only needs to set the form on the form reading means 2, and the guidance means 4 will identify the responsible counter, eliminating the trouble of selecting a counter and allowing the customer to process the transaction. Since it is possible to predict in advance the type of form to be filled and its contents, processing can be sped up. Therefore, the waiting time for customers can be reduced.

Furthermore, since a form with a high priority is designated, priority processing can be given at the discretion of the person in charge at the counter, and customer service can be improved.

[0014]

Embodiment FIG. 2 is a block diagram of a circuit showing one embodiment of the present invention. Form reading control unit 1 of guide guidance processing device 1
2 causes the image reader 9 to read the form set by the customer and sends it as image data to the reading form recognition section 15 and character information extraction section 16.

The reading form recognition unit 15 compares this image data with form data stored in the form data storage unit 11 in advance. The form data stores the shape of the form, printed frames, characters, etc. as image data, and the reading form recognition unit 15 recognizes the form that the customer has set on the image reader 9 from the matching image data. The control unit 19 is notified.

The control section 19 selects a predetermined processing desk based on the type of document recognized by the reading document recognition section 15. After determining the counter to which the counter should be guided by referring to the congestion status of the counter sent by the counter information receiving section 17, the guide display control section 13 is instructed to select the counter in charge on the guide display 1.
Display it at 0.

That is, the counter information receiving section 17 determines the congestion state of each counter based on the information transmitted from each counter.
9, and the control unit 19 selects a counter that is relatively less crowded. For example, the counter number is displayed on the guidance display device 10, but it goes without saying that guidance may be provided by voice or the like.

The character information extraction unit 16 extracts the image data sent by the form reading control unit 12 and the form data storage unit 1.
1, characters previously printed on the form are excluded, character information written by the customer is extracted, and then sent to the character recognition section 20.

The character recognition unit 20 compares the character information extracted by the character information extraction unit 16 with the character information read from the dictionary stored internally, and when the character is recognized, the character information written by the customer is recognized. It is sent to the control section 19.

The control unit 19 controls the form processing priority determination unit 14
The type of form, the priority of the process, and the characters written by the customer are transmitted to the counter in charge displayed on the information display 10 via the information transmitter 18 with reference to the priority of the process determined by the controller.

That is, the form processing priority determining unit 14 has the following:
Processing priorities are set in advance based on all types of forms to be used, and the control unit 19 refers to the set processing priorities and performs processing depending on the type of form recognized by the reading form recognition unit 15. Determining priorities.

FIG. 3 is a flowchart explaining the operation of FIG. The guidance processing device 1 reads the form set by the customer in step (1) using an image reader. Then, the image data read in step (2) is compared with the form data, and it is checked in step (3) whether a corresponding form exists.

For example, the types of forms used in banks are fixed, and if the forms are other than these, step (
4) It will be determined that the applicable form is not available and the customer will be instructed to bring it directly to the counter.

That is, the information display 10 displays a message to bring the form to the counter for consultation. When the guidance processing device 1 determines in step (3) that the corresponding form exists, in step (5) it compares the image data with the form data and extracts customer-written character information.

[0025] Then, the character information extracted in step (6) is compared with the character information in the dictionary, character recognition is performed, and in step (7) it is checked whether the relevant counter is crowded, and if it is not, step In step (11), send the type of form and the recognized characters written by the customer to the relevant counter, and step (
12) will guide you to the contact point in charge.

[0026] If in step (7) the relevant counter is crowded, in step (8) it is checked whether there is another reception counter,
If so, check if it can be processed at another counter in step (9).
If processing is not possible, in step (10), the type of form, processing priority, and recognized characters written by the customer are sent to the corresponding counter. Then, the process moves to step (12).

[0027] If there is no other reception counter in step (8), the process moves to step (10), and then in step (9)
If it is possible to process at another counter, proceed to step (7).

[0028]

[Effects of the Invention] As explained above, the present invention eliminates the inconvenience of customers searching for a representative in financial institutions, etc., reduces processing time, and reduces the amount of time customers are kept waiting. Service can be improved.

[Brief explanation of drawings]

[Figure 1] Block diagram explaining the principle of the present invention

[Figure 2
] Block diagram of a circuit showing one embodiment of the present invention

[Figure 3
] Flowchart explaining the operation in Figure 2

[Explanation of symbols]

1 Guidance guidance processing device 2. Form reading means 3. Form recognition means 4 Guide means 5 Character information extraction means 6 Character recognition means 7 Transmission means 8 Processing order determination means 9 Image reader 10 Guide display machine 11. Form form data storage section 12. Form reading control section 13 Guidance display control section 14. Form processing priority determination unit 15 Reading form recognition section 16 Character information extraction section 17　Counter information reception department 18 Information transmission section 19 Control section 20 Character recognition section

Claims (3)

[Claims] Claim 1: A form reading means (2) for reading a form set by a customer as image data; A form recognition means (3) that recognizes the type of form that has been received, and a guidance means (4) that determines the contact point in charge based on the recognition result of the form recognition means (3) and guides the customer. A guide guidance processing device characterized by guiding a customer to a counter for handling a set form. Claim 2: A form reading means (2) for reading a form set by a customer as image data; and a form reading means (2) for reading a form set by a customer as image data; a form recognition means (3) that recognizes the type of form that has been obtained; a guide means (4) that determines the responsible counter based on the recognition result of the form recognition means (3) and guides the customer; and a form reading means ( 2) Character information extraction means (5) for extracting character information filled in by the customer based on the image data sent by and the form information set in the form recognition means (3), and the character information extraction means. (5) A character recognition means (6) that recognizes characters from the character information extracted by the character recognition means (6), the characters recognized by the character recognition means (6), and the type of form recognized by the form recognition means (3) at the counter. A transmitting means (7) for transmitting,
A guide/guidance processing device characterized in that the guide means (4) sends the type of form and characters filled in by the customer to the counter to which the customer is guided, so that the form set by the customer can be processed in advance. . 3. A form reading means (2) for reading a form set by a customer as image data; and a form reading means (2) for reading a form set by a customer as image data; a form recognition means (3) that recognizes the type of form that has been obtained; a guide means (4) that determines the responsible counter based on the recognition result of the form recognition means (3) and guides the customer; and a form reading means ( 2) Character information extraction means (5) for extracting character information filled in by the customer based on the image data sent by and the form information set in the form recognition means (3), and the character information extraction means. (5) a character recognition means (6) for recognizing characters from the character information extracted by the above; and a processing order determining means (8) for determining a processing order based on the type of form recognized by the form recognition means (3). , a transmission means (for transmitting to the counter the characters recognized by the character recognition means (6), the type of form recognized by the form recognition means (3), and the processing order determined by the processing order determination means (8); 7) and transmits the type of form, the characters entered by the customer, and the processing order to the counter to which the guidance means (4) guided the customer, and gives priority to the processing of high-priority forms. A guide guidance processing device characterized in that it is capable of providing guidance.