JPH0883310A - User's processor with learning function - Google Patents

Abstract

PURPOSE: To improve the throughput of troubles by extracting the skillness of failure eliminating ability of an operator corresponding to inputted identification (ID) data based upon the ID data, outputting a failure recovery guide corresponding to the skillness, and when the failure is eliminated, improving and storing the skillness of failure eliminating ability of the operator corresponding to the ID data. CONSTITUTION: If a failure occurs in a device body, operator's ID data is inputted and stored in a RAM 21. The skillness of failure eliminating ability is extracted from an operation part 13 based upon the inputted ID data, a failure recovery guide corresponding to the extracted skillness is displayed on an operator's display screen 12 and a voide guide is outputted from a speaker 7b. When the failure is eliminated, the degree of skillness of failure eliminating ability of the operator corresponding to the ID data is improved and stored in the RAM 21. Consequently a proper guide for the occurrence of a succeeding trouble can be outputted and time for eliminating trouble can be shortened.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION The present invention can shorten the processing time when a failure occurs by providing a learning function to a user processing device such as an automatic ticket vending machine or a station service device of an automatic settlement machine. The present invention relates to a user processing device with a learning function that is made possible.

[0002]

2. Description of the Related Art Conventionally, for example, in an automatic ticket vending machine, a call button is provided on a customer service panel of the main body of the automatic ticket vending machine (hereinafter referred to as the main body including the main body of other user processing devices). When the call button is pressed, the user and the staff can talk with each other via a microphone and a speaker provided in the main body.

Therefore, the user can perform a predetermined operation in accordance with an instruction from a staff member when the operation becomes unclear or when a failure (hereinafter referred to as a trouble) occurs such as when a ticket is not issued. .

[0004]

However, unlike the above-described conventional automatic ticket vending machine, since the conventional user processing device does not have the learning function, the skill of the staff to solve the trouble is learned. Depending on the degree of failure, it may take a long time to recover from the failure, and even a highly-skilled so-called veteran staff must start the work from the basic items when the failure occurs, and handle it before the failure recovery. There was a drawback that it took a long time.

Therefore, the present invention has been made in order to solve the above-mentioned drawbacks, and its purpose is to store the trouble solving experience of the staff member up to now in the user processing device, and It is an object of the present invention to provide a user processing device with a learning function, which can guide a more advanced solution method than the previous solution when a trouble occurs and can improve the trouble processing efficiency.

[0006]

In order to achieve the above-mentioned object, a user function processing apparatus with a learning function according to the present invention is operated by a predetermined series of operations such as a user's cash insertion or a button press. In a user processing device with a learning function that performs a predetermined processing operation such as ticket issuing processing, an input means for inputting identification data of a clerk when a failure occurs in the main body, and based on the input identification data Extraction means for extracting the proficiency level of the clerk's failure resolution ability related to the identification data, guidance means for providing failure recovery guidance corresponding to the extracted proficiency level, and clerk related to the identification data when the failure is resolved It is characterized by having a storage means for increasing the degree of proficiency of the failure resolution ability and storing the same. Further, the user processing device with learning function is characterized in that it is a station service device such as an automatic ticket vending machine or an automatic settlement machine.

[0007]

In the above structure, the extraction means extracts the proficiency level of the trouble solving ability of the clerk, and the storage means stores the proficiency level of the clerk when the trouble is solved.

[0008]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment in which the user processing device with a learning function of the present invention is an automatic ticket vending machine will be described below with reference to the drawings.

FIG. 1 is a front view of an automatic ticket vending machine according to one embodiment, and a guide portion 3 for indicating the operating state of the main body 1 is provided above the customer service panel 2 of the main body 1. A display screen 4 is provided on the customer service panel 2 below the guide unit 3, and the display screen 4 is provided in this embodiment in addition to the guide of the well-known automatic ticket vending machine such as the input amount and change. The guide contents described below are displayed.

On the customer service panel 2 below the display screen 4, there is provided a charge button group 5 for selecting a charge, similar to a known automatic ticket vending machine. Then, on the customer service panel 2 on the right side of the display screen 4 and the charge button group 5, from the top to the bottom, an insertion slot 6a for inserting coins into the main body 1 and a banknote or a card for inserting coins into the main body 1 An insertion slot 6b, a microphone 7a for transmitting a user's voice to a clerk, a speaker 7b for transmitting a voice of the clerk to a user like a conventional automatic ticket vending machine, and voice guidance of later-described instructions according to the present embodiment, Like a known automatic ticket vending machine, a call button 8 is pressed when calling a clerk and an input signal for specifying an operation step described later according to the present embodiment is input, and like a known automatic ticket vending machine. , And a cancel button 9 that is pressed when canceling the purchase of a ticket on the way.

On the customer service panel 2 below the fare button group 5, as is the case with known automatic ticket vending machines, a ticket issuing port 10 and a change discharge port 11 are arranged in parallel.

A back panel 2'on the back of the main body 1 is provided with a display screen 12 for staff members, and an operation unit 13 including a keyboard for inputting predetermined data to a controller described later. It is provided.

In FIG. 1, C is a controller composed of a microcomputer for controlling the main body 1 as a whole,
Its electrical configuration is shown in FIG.

The controller C is a central processing unit (CP) which performs arithmetic processing using a system program stored in the ROM 20 and working data stored in the RAM 21.
U) 22. The RAM 21 has a display screen 4
Various guidances to be displayed and data of instruction contents are stored, and various data to be voice-guided from the speaker 7b are stored in advance. In addition, this RAM21
In the table, identification data (hereinafter referred to as a staff code) of a staff member who handles the main body 1 and a proficiency level of a troubleshooting capability corresponding to the staff code when a trouble occurs are stored.

The CPU 22 prints predetermined contents on a ticket issued from the ticket issuing port 10 (not shown in FIG. 1) via the I / O unit 23, and a ticket issuing unit 24 for recording predetermined magnetic data. A monetary unit 25 for discriminating coins inserted from the insertion port 6a or banknotes (including cards) inserted from the insertion port 6b and discharging change as necessary.
And are connected.

Further, the CPU 22 has an I / O unit 2
Display for controlling display contents of the display screen 4 or control of audio contents from the speaker 7b through the audio driver 2
6 and an input driver 27 for inputting the input signal of the call button 8
The operator display driver 28 that drives and controls the display contents of the operator display screen 12 and the operator input driver 29 that receives the input signal of the operation unit 13 are connected.

The I / O unit 23 is connected with input drivers for the charge button group 5 and the cancel button 9, but these are omitted because they are not directly related to the description of the present invention.

Next, the control operation of the automatic ticket vending machine according to this embodiment will be described with reference to the flowchart of FIG.

Now, it is assumed that the main body 1 is in operation (Yes at step 100; hereinafter, step is referred to as S) and the user is about to purchase a ticket.

At this time, if the money thrown into the main body 1 causes a jam, or if the user presses the call button 8 without knowing the operation of the automatic ticket vending machine, the main body 1 will be in an inoperative state (S102). ), The display content of the guide unit 3 is changed to a display during stop, and "Please wait for a while" is displayed on the display screen 4, and the same content is voice-guided from the speaker 7b.

When the operation of the main body 1 is stopped due to a trouble, the fact is notified to a staff member through a not-shown alarm device, and the staff member takes a trouble solving measure. On the staff display screen 12 of the main body 1 in which the trouble has occurred, as shown in FIG. 2, guidance for entering the staff code in charge is displayed (S104).

When the clerk inputs the clerk code from the operation unit 13, the proficiency level of the trouble resolving ability that the clerk has experienced up to now is extracted (S108), and the trouble solving manual corresponding to the extracted proficiency level is displayed to the clerk. Display screen 1
2 is displayed (S110).

For example, if the staff member is a beginner who has no experience in troubleshooting, the beginner will be guided in order from the basic solution means for solving the trouble. In addition, when the staff member is a veteran of troubleshooting, if the staff member has a serious trouble that cannot be solved on-site, the staff member will be notified to that effect.
Further, it is possible to promptly deal with the trouble solving measures of the main body 1.

When the trouble can be dealt with on-site and the trouble is solved by the staff member (Yes at S112),
The main body 1 is in the operation start state (S114). And since the staff member has experienced trouble solving, the next time a trouble occurs, it will be in a state where it can be solved with an effective solution that is more advanced than the conventional solution. There is.

Therefore, when the clerk successfully solves the trouble, the proficiency level of the clerk's trouble resolving ability is increased by one step to prepare for the next trouble occurrence (S116).

As described above, the automatic ticket vending machine according to the present embodiment self-learns that the staff member has dealt with the trouble when it occurs, and when the next trouble occurs, provides more effective trouble resolution guidance than before. As a result, trouble solving time can be shortened.

In the above-mentioned embodiment, the learning function-equipped user processing device is an automatic ticket vending machine, but it may be an automatic checkout machine. Further, it can be an automatic ticket gate.

[0028]

The user processing device with a learning function according to the present invention has an input means for inputting identification data of a clerk when a failure occurs in the main body, and the identification data based on the input identification data. Extraction means for extracting the proficiency level of the staff member's failure resolution capability, guidance means for providing failure recovery guidance corresponding to the extracted proficiency level, and failure resolution capability of the staff member for the identification data when the failure is resolved. Since it is composed of a storage means for increasing the degree of proficiency and storing it, it is possible to self-learn the trouble-solving operation of the staff and provide appropriate guidance when the next trouble occurs, and shorten the trouble-solving time. You can

[Brief description of drawings]

FIG. 1 is a front view of a user processing device with a learning function of an embodiment as an automatic ticket vending machine.

FIG. 2 is a front view of a back panel of the main body.

FIG. 3 is a block diagram illustrating an electrical configuration of a controller.

FIG. 4 is a flowchart showing a control operation.

[Explanation of symbols]

1 Main body of automatic ticket vending machine (main body of user processing device with learning function) (main body) 12 Display screen for staff 13 Operation unit C Controller

Claims (2)

[Claims] 1. A user processing device with a learning function, which performs a predetermined processing operation such as ticket issuing processing by a predetermined series of operations such as a user's cash insertion or a button depression, wherein the learning function is provided. Input means for inputting the identification data of the clerk when a failure occurs in the main body of the user processing device, and extraction for extracting the proficiency level of the clerk's failure resolving ability relating to the identification data based on the input identification data Means, guidance means for providing failure recovery guidance corresponding to the extracted proficiency level, and storage means for increasing and memorizing the proficiency level of the clerk's failure resolving ability related to the identification data when the failure is resolved, A user processing device with a learning function, comprising: 2. The user processing device with learning function according to claim 1, wherein the user processing device with learning function is a station service device such as an automatic ticket vending machine or an automatic settlement machine.