JP2002183291A - Security and automatic delivery system in key emergency construction - Google Patents

Abstract

PROBLEM TO BE SOLVED: To reduce the human intervention between customer and dispatched personnel in emergency to reduce the cost, to dispatch the emergency dispatch personnel straightly to a job site without fail and to make the personal performable the construction. SOLUTION: The emergency dispatch personnel which meets a request from the telephone of the customer, a portable telephone, the I-mode (R) and a Web is picked-up from an automatic retrieval system and minute request contents are distributed to the personnel by an E-mail. When the first emergency dispatch personnel distributes the mail telling availability of reception, the E-mail is instantaneously distributed to the next emergency dispatch personnel in the same way in a preparation system. The E-mail is automatically distributed to the next personnel after several seconds elapse when incoming or responding to reception is impossible. The telephone number of the customer is displayed on the I-mode (R) of the emergency dispatch personnel and the personnel transmits an arrival time to the customer and performs construction. A waiting time at the side of the customer is shortened to perform an emergency service.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to arranging an emergency dispatcher to meet a customer's request based on the customer's construction request status without human intervention and to perform an emergency construction.

[0002]

2. Description of the Related Art An emergency construction request is received by telephone, and after confirming the contents of the construction, the receptionist selects and dispatches an emergency dispatcher who can respond to the construction situation at the site, and the emergency dispatcher goes to the site. Was doing the construction. When performing a credit settlement other than cash payment, emergency dispatch staff carried a credit terminal and contacted the credit company by telephone for payment of 30,000 yen or more.

[0003]

[Problem to be Solved by the Invention] An emergency construction request is received from a customer by telephone, an emergency dispatcher is searched for in accordance with the customer's construction contents, a response to the scheduled arrival time is made, and the customer is scheduled to arrive at the emergency dispatcher. Only after receiving the notice from the customer and obtaining the consent of the customer, the emergency dispatcher was instructed again. In view of the above, the present inventors have conducted intensive research in order to quickly respond to customers, and as a result, have developed an automatic search system for emergency dispatch personnel, and instantly and accurately find an emergency dispatch staff that can respond. A mail delivery system was developed. SUMMARY OF THE INVENTION It is an object of the present invention to arrange an emergency dispatcher without any human intervention between the customer and the emergency dispatcher, reasonably and at a reduced cost and without errors.

[0004]

In order to solve the above-mentioned problems, the present invention provides a zip code of a place where a customer is located, based on data in which the available time and area of emergency dispatch personnel and the technical field of service are listed in advance. Alternatively, an emergency dispatcher who is closest to the customer and is suitable for an urgent request is searched and automatically instantaneously determined based on the place where the construction is desired, and the emergency dispatcher is notified of how long it can reach the customer. If the first dispatched emergency dispatcher is unable to receive an order, it is automatically transferred to the next applicable emergency dispatcher,
If a second applicable emergency dispatcher is unable to receive an order, a system that can ensure that emergency dispatchers are always arranged to be automatically transferred to the third applicable emergency dispatcher is introduced. As soon as the emergency dispatcher declines the request in i-mode (registered trademark), or if the emergency dispatcher does not answer the telephone, it is automatically transferred to the next emergency dispatcher after a few seconds.
Since a third party can arrange by automatic transfer without intervening in the telephone response between the customer or the emergency dispatch staff, the cost can be reduced rationally and the error can be eliminated.

[0005]

BEST MODE FOR CARRYING OUT THE INVENTION When an emergency request is received from a customer via a general telephone / mobile phone, the voice response system uses the voice response system for 24 hours and 365 days.
Recognizes voices such as customer names, telephone numbers, and request details, and converts analog data to digital data. In addition, it is also possible to have the customer input the customer's name, desired construction location, and the contents of the request from the web or i-mode (registered trademark) 24 hours 365 days from the customer on the screen. Using the information obtained by the above-mentioned voice response system, the result of the search for the emergency dispatch personnel who is closest to the customer's desired construction site and is suitable for the request content is obtained from the emergency dispatch personnel automatic search system. The e-mail of the customer name, customer's phone number, desired construction location, and request details is automatically delivered to the i-mode (registered trademark) carried by the emergency dispatch staff to the appropriate emergency dispatch staff. There is a place in the mail column delivered to the emergency dispatch staff to select and confirm whether or not an order has been accepted.
If an emergency dispatcher selects an order, the customer is notified of the expected arrival time and goes straight to the site. If the order is not accepted or no response is received within a few seconds, it is automatically transferred to the next person. An ID is issued to the emergency dispatch staff, and when the ID number and password are input to the order confirmation system, the sales detailed graph of the emergency dispatch staff (date, order time, completion time, required time, sales, payment) The method, settlement date, customer name and phone number, desired construction location, request details) can be viewed and managed at any time. When the requested property is completed, the customer name, credit card number, expiration date, amount, payment method (collective payment, bonus collective payment,
Revolving method payment), use card (VISA ・ M
ASTER / AMEX etc. and debit card issued on each line)
Is entered by the customer and the credit company receives payment by email

[0006]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment will be described with reference to FIG. 1. A customer locks a door while leaving a key of the car in the car or inserting it into an ignition part or the like. Request unlocking by telephone to the emergency response service center. The emergency response service center employs automatic voice, and the customer can use the customer name,
Tell the zip code or address of the customer's current location or the telephone number that can be handled, the details of the construction, the name of the car manufacturer, the model of the car, the model year, and hang up. (Example-Taro Kagimatsu, 105-0003 or Nishi-Shimbashi, Minato-ku, 03-5425-6363, unlocking a car,
Toyota, Crown, 2000). i-mode / web
Access to our homepage. Follow the instructions on the screen, customer name, contact phone number,
Enter construction details. This information is distributed by e-mail. This information is searched by the emergency dispatcher's automatic search system and emergency dispatchers who meet customer requests are listed. According to the search results, four emergency dispatch personnel correspond. ID. 123098 Yutaka Sakamu ID. 124653 Tsuyoshi Toya ID. 120021 Koetsu Hashiba ID. 128701 Ryohei Sano From the search result, an e-mail for work request is delivered to the i-mode (registered trademark) of the first emergency dispatcher (Yutaka Sakamu). The e-mail displays a check box indicating whether an order is accepted or not, an order number, a customer name, a customer's telephone number, the customer's current position (location where construction is desired), and details of the construction. If Yutaka Sakamu cannot accept orders for construction, check that the order cannot be received by e-mail and automatically send it to the next emergency dispatcher (Tou Toya). In a few seconds after transmission, the call is forwarded to the next emergency dispatcher (Toshi Toya). If orders cannot be received for all the dispatched personnel, they will be transferred to the 24-hour department of the head office. When an emergency dispatcher who can receive an order checks the order in the e-mail, the transfer to another emergency dispatcher is automatically stopped, and the emergency dispatcher who has received the order reports when the customer can arrive at the customer. An ID and a password are issued to each of the emergency dispatch personnel, and the order receiving status can be confirmed in the database based on the ID and the password. For example, ID123 of Yutaka Sakamu
If you enter 098, you can browse the sales graph, order sales date, construction order and completion time, required time, sales amount, payment method, settlement date, customer name, customer's phone number, construction site, and construction details at any time. . If the emergency dispatch staff (Yutaka Sakamu) wants to pay by credit card or debit card after completing the construction, check the contents of the construction with i-mode (registered trademark) of Sakamu Yutaka and use i-mode (registered trademark). When payment is selected by card on the screen, the order number, customer name, customer's card number and card expiration date, amount, payment method (collective payment, bonus collective payment, revolving method payment), card used (VI)
Select one of SA, MASTER, AMEX, etc. and each row debit card) and press the send button.

[0007]

The present invention is embodied in the form described above, and has the following effects.

By incorporating an emergency request from a voice response system or a customer's web or i-mode (registered trademark), it is possible to reduce human intervention and respond 24 hours a day. By adopting an automatic search system for emergency dispatching personnel, the information obtained by the voice response system can be used to instantaneously determine the emergency dispatching staff suitable for the customer's request. By incorporating an email delivery system, costs can be reduced and emergency dispatchers can be arranged to definitely meet customer needs. By incorporating the order status confirmation system, sales of each emergency dispatch staff can be understood and managed at a glance. By incorporating a mobile terminal payment system, you can pay for construction anywhere and anytime without cash

[Brief description of the drawings]

[Figure 1] Automatic delivery system for security and key emergency construction

Claims (1)

[Claims] 1. The voice of a general telephone or a mobile phone made by a customer is replaced with a digital voice, and data prepared in advance, which includes the available time / area of the emergency dispatch staff and the available field, is accessed and the corresponding data is obtained. List emergency dispatch personnel. Thereafter, the contents of the customer request are transmitted to the corresponding emergency dispatcher by e-mail, and the e-mails are sequentially transferred until one emergency dispatcher receives an order. After the emergency construction, etc., payment is made with a credit / debit card using i-mode (registered trademark) or the like.