Telephonic communications – Telephone line or system combined with diverse electrical... – Credit authorization
Utility Patent
1997-06-12
2001-01-02
Weaver, Scott L. (Department: 2748)
Telephonic communications
Telephone line or system combined with diverse electrical...
Credit authorization
C379S088010, C379S091020, C379S265080
Utility Patent
active
06169787
ABSTRACT:
BACKGROUND OF THE INVENTION
(1) Field of the Invention
The present invention generally relates to a telephone transaction support system used in various transactions (e.g., banking transactions) over telephones, and more particularly to a telephone transaction support system capable of preventing injustice which may occur in processes of receiving transactions requested by customers over telephones and approving contents of the transactions.
Further, the present invention relates to a telephone transaction support system which supplies information regarding transactions to an operator in conversation with a customer over a telephone and can objectively estimate actual service of the operator to the customer in the transactions over the telephone.
(2) Description of the Related Art
In recent years, banking transactions (e.g., transactions of transfer, deposit, withdrawal and balance inquiry) over telephones have been proposed.
In such banking transactions, when a customer requests an operator in a bank over a telephone to, for example, transfer an amount of money from the customer's bank account to another's bank account, the requested transaction of transfer is executed without submitting documents, such as a request sheet, to the bank.
In the telephone transactions, such as the banking transaction using telephones as described above, since there is no sheet on which contents of each transaction are written, it is at issue how the contents of transactions received over the telephones should be confirmed and how the transaction should be approved. In addition, in processes of receiving transactions over telephones and approving the contents of the received transactions, injustice, such as alteration of contents of the transaction, may occur.
Further, a system which supplies information regarding a transaction (a housing loan, public utilities charges transfer, annuity transfer, a loan on a car, a time deposit and the like) to an operator in a conversation with a customer over a telephone has been proposed. The operator who receives a call from a customer is entrusted with how to use information supplied from the system in conversation with the customer. That is, in a case where the operator is supplied information regarding a housing loan from the system, the operator is entrusted with whether to earnestly recommend the housing loan to the customer.
Even if the above system which supplies information regarding transactions to each operator is used, since each operator is entrusted with the conversation with the customer, the quality of services to customers depends on the nature of each operator and a frame of mind of each operator. Thus, it is difficult to supply services to customers with uniform quality.
SUMMARY OF THE INVENTION
Accordingly, a general object of the present invention is to provide a novel and useful telephone transaction support system in which the disadvantages of the aforementioned prior art are eliminated.
A specific object of the present invention is to provide a telephone transaction support system which can prevent injustice from occurring in processes of receiving transactions over telephones and approving the contents of the received transactions.
The above objects of the present invention are achieved by a telephone transaction support system comprising: transaction register means for registering, in a database, contents of a transaction requested by a customer over a telephone; and deciding means for deciding on an approval support unit among a plurality of approval support units at random, the approval support unit being used to approve contents of a transaction, whereby the approval support unit decided on at random is used to approve the transaction registered in the database.
In the above system, when a transaction is requested by a customer over a telephone, contents of the transaction are registered in the database. The contents of the transaction are approved using an approval support unit decided on among a plurality of approval support units at random. The transaction having the approved contents is executed.
According to the present invention, the contents of the transaction received by an operator of a telephone are approved using an approval support unit decided on at random. Thus, the contents of the transaction received by a specific operator are prevented from being approved using a specific approval support unit. As a result, injustice is prevented from occurring in processes of receiving transactions over telephones and approving the contents of the received transactions.
In order to be able to confirm a difference between the contents of the transaction registered in the database and the contents of the transaction which is actually requested by the customer, the above telephone transaction support system may further comprise: conversation recording means for recording, in the database, contents of a conversation with the customer over the telephone in the transaction under a condition in which the contents of the conversation correspond to the transaction, whereby the contents of the transaction registered in the database are compared with the contents of the conversation when the transaction is approved using the approval support unit decided among the plurality of approval support units at random.
In order to be able to easily determine a transaction to be approved from transactions registered in the database, the above telephone transaction support system may further comprise: unit registration means for registering, in the database, information identifying the approval support unit decided on by the deciding means under a condition in which the information corresponds to transactions, whereby the transactions which should be approved by the approval support unit are retrieved from the database based on the information identifying the approval support unit.
In order to be able to assign a transaction to an approver using an approval support unit at random, the above telephone transaction support system may further comprise: table storage means for storing a table indicating relationships between the plurality of approval support units and approvers using the plurality of approval support units, wherein each approval support unit is identified by a corresponding approver indicated in the table.
Another object of the present invention is to provide a telephone transaction support system capable of supporting operators who are in conversation with a customer in uniform quality of services regarding transactions to the customer.
The above object of the present invention is achieved by a telephone transaction support system supplying to an operator information regarding a transaction in a conversation with a customer over a telephone, comprising: detecting means for detecting an actual state of service of an operator dealing with the customer based on the information supplied thereto; and estimate data generating means for generating estimate data based on the actual state of the operator detected by the detecting means.
In the system, it is detected how the operator deals with the customer over the telephone (the actual state of service of the operator to the customer) based on the information supplied from the system. The estimate data is generated based on the detected actual state of the service of the operator to the customer. A manager can educate operators regarding services to the customers over the telephones, based on the estimate data for respective operators, so that uniform estimate data items for the respective operators are obtained. As a result, the quality of services of the operators in conversation with customers can be uniform.
In order to be able to totally estimate the services of the operator to the customer, the above telephone transaction support system may further comprise: total data generating means for totaling the estimate data items generated by said estimate data generating means and obtaining total estimate data.
In order to be able to inform the operator of the quality of services of the
Akita Kiyofumi
Fujita Hisashi
Idei Shigeru
Shimada Takashi
Fujitsu Limited
Hoosain Allan
Staas & Halsey , LLP
Weaver Scott L.
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