JP2004120100A - System, method and program for answering to inquiry - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an inquiry answering system, an inquiry answering method and an inquiry answering program which efficiently support the answering work of an answerer to the inquiries from customers to avoid to leave the customers waiting for a long time and can change the answering order according to the degree of urgency of the inquiry. <P>SOLUTION: The answering system 1 for dealing with inquiries from customers achieves the purpose mentioned above by having a first answerer's terminal 60 for registering contact address information for making contact with the customers, contents of inquiry from the customer and answer results to the inquiries on a recording means, and a second to n-th answerers' terminals 70, 80 which indicate inquiries to be answered by the second to n-th answerers among inquiries from the customers according to dealing results registered on the recording means for the second to n-th answerers, and register answer results inputted by the second to n-th answerers to the inquiries from the customers on the recording means. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an inquiry response system, an inquiry response method, and an inquiry response program, and more particularly to an inquiry response system, an inquiry response method, and an inquiry response program that support a response task of a responder who responds to an inquiry from a customer.
[0002]
[Prior art]
2. Description of the Related Art In recent years, an Internet data center (hereinafter, referred to as IDC), which has a business server used by a customer such as a company for business and manages the business server, has been receiving attention. The IDC provides comprehensive maintenance services such as installation and management of business servers.
[0003]
Normally, the IDC is a support disk (hereinafter referred to as an operator) that monitors and operates facilities such as computers installed at the center and responds to inquiries by telephone from customers regarding the operation of business servers. ), And a system engineer (hereinafter, referred to as SE) department that performs maintenance of business servers and troubleshooting.
[0004]
In the conventional IDC, the responder in the SD department is divided into a first responder who specializes in reception and a second responder who has more technical skills than the first responder. If there is, the first responder responds, and the second responder responds to an inquiry that the first responder cannot respond to.
[0005]
First, the first responder receives an inquiry from a customer, and if the inquiry is a simple inquiry, the first responder answers the customer. On the other hand, when it is not possible to respond to an inquiry from a customer because the content of the inquiry is difficult or the like, the first responder has taken over the unresponsive inquiry to the second responder. Furthermore, when the second responder cannot respond to the inquiry from the customer, the second responder has followed the inquiry that cannot be responded to the SE.
[0006]
By the way, in the IDC, since a large number of business servers for processing different businesses are operating, the contents of inquiries from customers are various. The content of the inquiry from the customer is, for example, confirmation, a question, a request, or the like regarding the operation of the business server, and the degree of urgency varies depending on the customer or the business. In order to respond to inquiries from customers, it is necessary to investigate the status of the business server, the network, and each business process.
Therefore, if you do not have sufficient knowledge of the individual business and the skills of the support business (hereinafter referred to as the appropriate person), it will take a long time to respond to inquiries from customers and cause errors in the work. was there.
[0007]
Therefore, in order to solve such a problem, in the conventional IDC, a suitable person is selected based on the contents of an inquiry from a customer, and a telephone call from the customer is transferred to the suitable person ( For example, Patent Document 1, Non-Patent Document 1).
[0008]
[Patent Document 1]
JP-A-10-51550
[Non-patent document 1]
CTI Solution Guide 2000 Special Project Supplement, Nikkei BP
[0009]
[Problems to be solved by the invention]
However, the task of investigating the status of the business server, the network, and each business process takes a long time, and in many cases, the customer cannot be answered immediately. As a result, there is an inconvenience that the customer has to wait for a long time while making a telephone call until obtaining an answer.
[0010]
In addition, if all of the qualified persons who should respond to inquiries from customers are responding to other inquiries, the first respondent will continue to accept the incoming call until one of the qualified persons becomes available. However, there is a problem in that the customer cannot wait for a long time and cannot accept a call from another customer.
[0011]
In addition, the urgency of an inquiry from a customer is unknown until the first responder accepts the inquiry, and the first responder directly relays the inquiry to the second responder, so that the order of response cannot be changed according to the urgency. was there.
[0012]
The present invention has been made in view of the above points, and efficiently supports a response task of a responder responding to an inquiry from a customer, without waiting for a customer for a long time, according to the urgency of the inquiry. An object of the present invention is to provide a query handling system, a query handling method, and a query handling program that can change the order of handling.
[0013]
[Means for Solving the Problems]
Therefore, in order to solve the above problem, the present invention divides responders responding to inquiries from customers into groups from the lowest first responder to the highest n-th responder, and An inquiry response system for allowing an n-th responder to respond to an inquiry from a customer, wherein contact information for the second to n-th responders to contact the customer, from the customer input from the first responder A first responder terminal for registering the contents of the inquiry and a response result to the inquiry in the recording means, and an inquiry from the customer registered in the recording means in accordance with the response result registered in the recording means Of the second to n-th responders are presented to the second to n-th responders, and a response result to the inquiry from the customer input from the second to n-th responders is displayed. The second to register in the recording means And having a n responder terminal.
[0014]
In such an inquiry handling system, the first responder who has received an inquiry from the customer by telephone stops the telephone once after hearing the contents of the inquiry from the customer. The first responder registers the contents of the inquiry from the customer and the response result to the inquiry in the recording means, and the second to n-th responders should respond according to the response result registered in the recording means by the first responder. The inquiry is presented to the second to n-th responders.
[0015]
Accordingly, since the second to n-th responders are presented with the queries to be responded to by the second to n-th responders among the inquiries from the customers, the second to n-th responders respond efficiently to the queries to be responded to by the second to n-th responders. can do. In addition, once the customer hears the contents of the inquiry from the customer and hangs up once, the customer does not have to wait for a long time.
[0016]
The first responder terminal is provided with an inquiry registering unit that receives the contents of the inquiry from the customer accepted by the first responder and registers the contents of the inquiry from the customer in the recording unit; First response result registration means for inputting a record of response to an inquiry from the registered customer or to the effect that it cannot respond to an inquiry from the customer, and registering the record of response to the inquiry or the fact that the inquiry cannot be responded to in the recording means May be provided.
[0017]
In such an inquiry handling system, the fact that the first responder cannot respond to the inquiry from the customer registered in the recording means can be registered, so that the inquiry from the customer who cannot respond to the first responder can be easily identified.
[0018]
The terminal for the second to n-th responders is configured to input the contents of the inquiry from the customer, which is input from the lower responder to the effect that the response cannot be made from the inquiries from the customer registered in the recording means, to the second to the second. The presenting means for presenting to the n responder, and the response result to the inquiry from the customer presented to the second to nth responder or the fact that the inquiry from the customer cannot be performed is input, and the response result to the inquiry or the A second response result registration unit that registers that the inquiry cannot be responded may be provided.
[0019]
In such an inquiry handling system, an inquiry from a customer who cannot be handled by the first responder is presented as an inquiry to be handled by the second to n-th responders. Can be easily identified. In addition, since it is possible to register that it cannot respond to an inquiry from a customer registered in the recording means, it is possible to easily identify an inquiry from a customer who cannot respond to the second to n-th responders.
[0020]
Notifying means for notifying the n-th responder of the inquiries from the customer, which are input from the first to (n-1) -th responders indicating that they cannot respond, among the inquiries from the customers registered in the recording means. It may be further provided.
[0021]
In such an inquiry handling system, an inquiry from a customer who cannot be handled by the first to n-th responders can be notified to the n-th responder. Therefore, the n-th responder can efficiently respond to inquiries from customers that cannot be handled by the first to (n-1) -th responders among inquiries from customers.
[0022]
The notifying means may notify the n-th responder of the inquiry from the customer by using at least one of a telephone and an e-mail.
[0023]
In such an inquiry handling system, an inquiry from a customer that cannot be handled by the first to n-th responders can be notified to the n-th responder using at least a telephone or an e-mail.
[0024]
The presenting means, the elapsed time after registering the contents of the inquiry from the customer in the recording means, exceeds the corresponding upper limit time set according to at least one of the contents of the customer and the inquiry. At that time, the fact may be presented to the second to n-th responders.
[0025]
In such an inquiry response system, when there is an inquiry exceeding the response upper limit time among the inquiries from the customers registered in the recording means, the fact is presented to the second to n-th responders so that the customer can be notified. Can be prevented from being left unanswered, and it is possible to reliably respond to inquiries from customers.
[0026]
The content of the inquiry from the customer registered in the recording means and the result of the response to the inquiry may be totaled for each customer, and the total information may be notified to the customer at predetermined intervals.
[0027]
In such an inquiry handling system, the contents of the inquiry from the customer and the response result to the inquiry are totaled for each customer, and the total information is sent to the customer every predetermined period without greatly increasing the work load of the responder. Can be notified.
[0028]
In addition, the present invention divides the responders responding to the inquiry from the customer into groups from the lowest first responder to the highest n-th responder, and the first responder responds to the n-th responder from the customer. An inquiry response method using a computer network that responds to the inquiry of (1), wherein contact information for the second to n-th responders to contact the customer, an inquiry from the customer input from the first responder A first registration step of registering the contents of the response and the response result to the inquiry in the recording means, and, in response to the response result registered in the recording means, the inquiry from the customer registered in the recording means A presentation step of presenting an inquiry to be responded to by the second to n-th responders to the second to n-th responders; and a response result to the inquiry from the customer input from the second to n-th responders. Register on recording means And having a second registration step of.
[0029]
In such an inquiry response method, first, the first responder registers the content of the inquiry from the customer and the response result to the inquiry in the recording means, and the second responder responds to the second response in accordance with the response result registered in the recording means. -The n-th responder is presented with an inquiry to be addressed to the second to n-th responders.
[0030]
Accordingly, since the second to n-th responders are presented with the queries to be responded to by the second to n-th responders among the inquiries from the customers, the second to n-th responders respond efficiently to the queries to be responded to by the second to n-th responders. can do.
[0031]
In addition, the above problem can be solved by using the inquiry handling program of claim 9. This program is provided by transfer using a communication line, distribution of a recording medium on which the program is recorded, or the like.
[0032]
The recording medium on which the program is recorded is a recording medium for recording information optically, electrically or magnetically, such as a CD-ROM, a flexible disk, or a magneto-optical disk (MO); Various types of recording media can be used, such as a semiconductor memory that electrically records data.
[0033]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, embodiments of the present invention will be described with reference to the drawings.
[0034]
FIG. 1 is a configuration diagram of an embodiment of an inquiry response system according to the present invention. The inquiry handling system 1 of FIG. 1 includes a customer terminal 10, a customer telephone 11, a Web server 20, a mail server 30, an application server 40, a CTI (Computer Telephony Integration) server 50, and a first SD (Support Desk). A terminal 60, a first SD telephone 61, a second SD terminal 70, a second SD telephone 71, an SE (Systems Engineer) terminal 80, an SE telephone 81, a firewall (Fire Wall) 90, an exchange 100, a network 101 And 103.
[0035]
The Web server 20, mail server 30, application server 40, CTI server 50, first SD terminal 60, second SD terminal 70, and firewall 90 are connected via a network 101 such as a LAN. Further, the customer terminal 10, the SE terminal 80, and the firewall 90 are connected via a network 103 such as the Internet, for example. The Web server 20 is connected to the networks 101 and 103 via a firewall 90.
[0036]
The CTI server 50, the first SD telephone 61, and the second SD telephone 71 are connected to an exchange 100 such as a private digital exchange, and are connected to a customer telephone 11 and an SE telephone 81 via a network 102 such as a public telephone network. I have. For example, of the configurations included in the inquiry handling system 1 of FIG. 1, the configurations excluding the customer terminal 10, the customer telephone 11, the SE terminal 80, the SE telephone 81, and the networks 102 and 103 are installed in the IDC. You.
[0037]
The customer terminal 10 is a terminal that can be connected to the network 103, and is operated by a customer who makes an inquiry to the SD department regarding a business or a failure. The Web server 20 provides a Web page to the customer terminal 10 and the SE terminal 80 connected via the network 103.
[0038]
The mail server 30 performs processing related to transmission / reception of e-mail, receives e-mail addressed to e-mail addresses of the customer terminal 10, the CTI server 50, the SE terminal 80, and the like, and sends the e-mail to the e-mail address. Send.
[0039]
The application server 40 manages an inquiry history database (hereinafter, referred to as a DB), which will be described later, and performs processing on the inquiry history DB in response to requests from the first SD terminal 60 and the second SD terminal 70. Further, the application server 40 creates a report described below from the content stored in the inquiry history DB, and transmits the created report to the customer terminal 10 by e-mail, or prints and outputs the report.
[0040]
The inquiry history DB may be managed by a DB server other than the application server 40. The report may be printed by a print server other than the application server 40.
[0041]
The CTI server 50 receives from the mail server 30 an e-mail that has arrived at a predetermined mail address. The CTI server 50 analyzes the contents of the received e-mail, and searches for an SE to which the contents of the e-mail should be notified. Then, the CTI server 50 calls the telephone number of the SE searched for, synthesizes the content of the electronic mail by voice, and notifies it.
[0042]
The SE sends an acknowledgment to the CTI server 50 indicating that the content of the e-mail has been confirmed using, for example, a PB (Push Button) sound. The CTI server 50 stores the confirmation response received from the SE in, for example, an inquiry history DB.
[0043]
The first SD terminal 60 is a terminal operated by the first SD that first receives an inquiry from a customer. Note that the first SD corresponds to a first responder described in the claims. The first SD telephone 61 is a telephone used by the first SD.
[0044]
When a call from the customer arrives at the first SD telephone 61, the first SD terminal 60 identifies the customer by, for example, the caller telephone number, searches for customer information, inquiry history information, and the like of the identified customer, and displays the information on the screen. The first SD receiving the call from the customer uses the first SD telephone 61 to talk to the customer and accept an inquiry from the customer.
[0045]
The first SD terminal 60 stores the inquiry from the customer input from the first SD in the inquiry history DB. When the inquiry from the customer is simple and the first SD directly answers the customer, the first SD terminal 60 stores the contents of the response to the inquiry input from the first SD in the inquiry history DB.
[0046]
If the inquiry from the customer is difficult and cannot be answered, the first SD temporarily cuts off the call from the customer. The first SD terminal 60 registers the inquiry history DB to separate the inquiry input from the first SD into the second SD or SE.
[0047]
When the inquiry from the customer is divided according to the SE, the first SD terminal 60 writes the contents of the inquiry divided according to the SE into an e-mail, and transmits the e-mail to the CTI server 50, for example. As described above, the CTI server 50 makes a telephone call to the telephone number of the SE and synthesizes and notifies the content of the e-mail by voice.
[0048]
Note that the first SD terminal 60 may describe the content of the inquiry that has been divided into SE correspondence in an electronic mail, and transmit the electronic mail to, for example, the application server 40. In this case, the application server 40 transmits to the SE terminal 80 an e-mail describing the contents of the inquiry that has been separated for SE.
[0049]
The second SD terminal 70 is a terminal operated by the second SD corresponding to an inquiry from a customer who cannot handle the first SD. The second SD corresponds to a second responder described in the claims. The second SD telephone 71 is a telephone used by the second SD. It is assumed that the second SD has more abundant technical skills and experience than the first SD.
[0050]
The second SD terminal 70 searches for and displays unsupported queries from the query history DB according to the operation of the second SD. When the second SD prepares an answer according to the content of the inquiry from the customer and calls the customer and answers, the second SD terminal 60 stores the answer to the inquiry input from the second SD in the inquiry history DB.
[0051]
If the inquiry from the customer is difficult and cannot be answered, the second SD terminal 70 registers in the inquiry history DB for separating the inquiry input from the second SD into SE.
[0052]
When the inquiry from the customer is divided according to the SE, the second SD terminal 70 writes the contents of the inquiry divided into the SE according to the e-mail, and transmits the e-mail to the CTI server 50, for example. As described above, the CTI server 50 makes a telephone call to the telephone number of the SE and synthesizes and notifies the content of the e-mail by voice.
[0053]
Note that the second SD terminal 70 may describe the content of the inquiry that has been divided into SE correspondence in an e-mail, and transmit the e-mail to, for example, the application server 40. In this case, the application server 40 transmits to the SE terminal 80 an e-mail describing the contents of the inquiry that has been separated for SE.
[0054]
The SE terminal 80 is a terminal operated by the SE that responds to an inquiry from a customer who cannot respond to the first SD and the second SD. Note that the SE terminal 80 corresponds to a third responder described in the claims. The SE telephone 81 is a telephone used by the SE. It is assumed that the SE has more technical skills and experience than the first SD and the second SD.
[0055]
In response to the operation of the SE, the SE terminal 80 displays, for example, the contents of the e-mail received from the application server 40, in other words, the contents of the inquiry that has been separated in accordance with the SE. In addition, the SE terminal 80 connects to the Web server 20 according to the operation of the SE, and displays a response input page. Note that the response input page is a Web page for the SE to input whether it can respond to an inquiry from a customer.
[0056]
The SE telephone 81 receives the content of the e-mail synthesized by voice from the CTI server 50 and transmits an acknowledgment to the CTI server 50 indicating that the content of the e-mail has been confirmed using the PB sound, for example, by operating the SE. I do.
[0057]
Note that the first SD telephone 61, the second SD telephone 71, and the SE telephone 81 in FIG. 1 are not limited to fixed telephones, but may be mobile telephones. Also, in FIG. 1, responders responding to customer inquiries are the three levels of the first SD, the second SD, and the SE.
[0058]
Further, in the inquiry handling system 1 of FIG. 1, the application server 40 and the CTI server 50 are separately provided, but one server having the functions of the application server 40 and the CTI server 50 may be provided.
[0059]
Next, the hardware configuration of the application server 40, the CTI server 50, the first SD terminal 60, and the second SD terminal 70 will be described. FIG. 2 is a hardware configuration diagram of an example of the application server, the CTI server, the first SD terminal, and the second SD terminal according to the present invention.
[0060]
The computer shown in FIG. 2 includes an input device 111, a display device 112, a drive device 113, a recording medium 114, an auxiliary storage device 115, a memory device 116, It is configured to include a processing device 117, an interface device 118, and a database (hereinafter, referred to as DB) 119.
[0061]
The input device 111 includes a keyboard and a mouse operated by a user of the computer, and is used to input various operation signals to the computer. The display device 112 displays various windows and data necessary for operating the computer. The interface device 118 is an interface for connecting a computer to the network 101 or the exchange 100. The DB 119 stores various information necessary for processing.
[0062]
The inquiry handling program is provided by a recording medium 114 such as a CD-ROM. The recording medium 114 on which the inquiry response program is recorded is set in the drive device 113, and the inquiry response program is installed from the recording medium 114 to the auxiliary storage device 115 via the drive device 113.
[0063]
The auxiliary storage device 115 stores the installed inquiry response program and also stores necessary files and data. The memory device 116 reads and stores the inquiry response program from the auxiliary storage device 115 when the computer is started. The arithmetic processing device 117 executes processing related to the query handling system 1 according to the query handling program read and stored in the memory device 116.
[0064]
Hereinafter, the processing of the inquiry handling system 1 will be described in detail. FIG. 3 is a flowchart of an example of processing of the first SD terminal and the second SD terminal according to the present invention.
[0065]
In step S10, the process to be executed by the first SD terminal 60 or the second SD terminal 70 is selected by the operation of the first SD or the second SD. Proceeding to step S11 following step S10, the first SD terminal 60 or the second SD terminal 70 determines the selected process.
[0066]
If it is determined that the selected process is the operation environment setting, the first SD terminal 60 or the second SD terminal 70 proceeds to step S12, and performs the operation environment setting process. Note that the operation environment setting processing is for setting an operation environment according to a preference or the like in the first SD or the second SD.
[0067]
If it is determined that the selected process is the report of leaving the seat, the first SD terminal 60 or the second SD terminal 70 proceeds to step S13, and performs the report of leaving the seat. In addition, the leaving report processing is to cause the first SD or the second SD to report the leaving when the first SD or the second SD leaves.
[0068]
If it is determined that the selected process is an inquiry reception, the first SD terminal 60 or the second SD terminal 70 proceeds to step S14, and performs an inquiry reception process. Details of the inquiry receiving process will be described later.
[0069]
If it is determined that the selected process is the correspondence result registration, the first SD terminal 60 or the second SD terminal 70 proceeds to step S15, and performs the correspondence result registration process.
[0070]
When it is determined that the selected processing is the automatic report distribution, the first SD terminal 60 or the second SD terminal 70 proceeds to step S16, and performs the automatic report distribution processing. Details of the report automatic distribution process will be described later.
[0071]
If it is determined that the selected process is completed, the first SD terminal 60 or the second SD terminal 70 proceeds to step S17, and performs an end process. The termination processing is to terminate the processing of the first SD terminal 60 or the second SD terminal 70.
[0072]
Next, details of the inquiry receiving process in step S14 will be described. For example, a customer who makes an inquiry to the SD department regarding a business or a failure calls the SD department using the customer telephone 11. A telephone call from a customer first arrives at the first SD telephone 61.
[0073]
When a call from a customer arrives at the first SD telephone 61, the first SD terminal 60 searches the customer DB as shown in FIG. 4 using, for example, the caller telephone number as key information, and specifies the customer who made the call.
[0074]
FIG. 4 is a configuration diagram of an example of the customer DB. 4 includes data items such as a customer code, a customer name, a user code, a system code, and a telephone number. In the case of the customer DB in FIG. 4, the first SD terminal 60 specifies the customer who made the call by searching for a record in which the data item "telephone number" matches the caller telephone number.
[0075]
The first SD terminal 60 reads out the customer information of the specified customer from the customer information DB, and reads out the inquiry history information of the specified customer from the inquiry history information DB described later and displays it on the screen.
[0076]
The first SD receiving the call from the customer uses the first SD telephone 61 to have a conversation with the customer, and receives an inquiry from the customer while referring to the customer information and the inquiry history information displayed on the screen. Then, the first SD that has received the inquiry from the customer operates the first SD terminal 60 and selects the reception of the inquiry. The first SD terminal 60 proceeds to step S14, and performs an inquiry receiving process.
[0077]
FIG. 5 is a flowchart of an example of the inquiry receiving process. The first SD terminal 60 or the second SD terminal 70 selected to accept the inquiry proceeds to step S20, and acquires, for example, a computer name as a preset terminal ID. The terminal ID may be input by the first SD or the second SD.
[0078]
Proceeding to step S21 following step S20, the first SD terminal 60 or the second SD terminal 70 compares the computer name acquired in step S20 with the computer name stored in the customer-specific information notification table 201 as shown in FIG. I do. The customer-specific information notification table 201 is managed by the application server 40, for example.
[0079]
FIG. 6 is a configuration diagram of an example of a customer-specific information notification table. 6 includes data items such as a customer name, a second person computer name, a second person name, an SE telephone number, an SE mail address, and an SE name. In this embodiment, the second person in charge corresponds to the second SD.
[0080]
In the case of the customer-specific information notification table of FIG. 6, the first SD terminal 60 or the second SD terminal 70 stores the computer name acquired in step S20 and all the computer names stored in the data item “second person computer name”. Compare.
[0081]
Proceeding to step S22 following step S21, the first SD terminal 60 or the second SD terminal 70 determines whether or not the terminal is the first SD terminal 60 according to the comparison result in step S21, and accepts an inquiry of the first SD terminal. Alternatively, it determines whether to execute any of the inquiry reception processes of the second SD terminal. Specifically, if the computer name acquired in step S20 is not registered in the customer-specific information notification table 201, it is determined that the computer is the first SD terminal 60.
[0082]
If it is determined that it is the first SD terminal 60 (YES in S22), the first SD terminal 60 proceeds to step S23, searches for customer information from the source telephone number using the customer DB 202 in FIG. 4, and provides display and input support. In addition, an inquiry from the customer is input to the first SD.
[0083]
When inputting an inquiry, the user is required to input the name of the input person. In addition, for example, a summary of the inquiry is input by an operation of selecting a menu item on the screen. Proceeding to step S24 following step S23, the first SD terminal 60 registers the inquiry from the customer input in step S23 as a new record in the inquiry history DB 203.
[0084]
FIG. 7 is a configuration diagram of an example of the inquiry history DB. The inquiry history DB 203 shown in FIG. 7 stores data items such as a reception number, a reception date and time, a customer code, a customer name, a user code, an outline of the inquiry, a recipient, a responder, a responder mail address, a response status, cut-off information, and a completion date and time. Including. In the new record registered in the inquiry history DB 203 in step S24, the data items “correspondent”, “correspondent email address”, and “completed date and time” are blank.
[0085]
On the other hand, if the computer name acquired in step S20 is registered in the customer-specific information notification table 201, it is determined that the computer name is not the first SD terminal 60. In addition, the second person in charge paired with the computer name obtained in step S20 is obtained from the customer-specific information notification table 201. If it is determined that the computer name is not the first SD terminal 60 (NO in S22), the second SD terminal 70 proceeds to step S25 and uses the customer-specific information notification table 201 of FIG. 6 to register the computer name acquired in step S20. Is obtained, and the customer in charge of the second SD is determined. Note that the number of customers obtained from the result of the determination may be plural.
[0086]
Proceeding to step S26 following step S25, the second SD terminal 70 searches the inquiry history DB 203 using the customer code of the customer determined in step S25 as key information, Acquire the record of the corresponding matter.
[0087]
Proceeding to step S27 following step S26, the second SD terminal 70 displays a record of an unsupported matter on the screen as a search result of step S26. By registering a person who is particularly in the leadership position in the second SD as a second person in charge for all customers in the customer-specific information notification table, the second SD in the leadership position becomes the second person of all customers. Unsupported cases that have been separated into 2SD can be displayed on the screen. Furthermore, if not only the unhandled case but also the case being handled is searched in step S26, the second SD in the leadership position can grasp the status of the entire inquiry handling operation.
[0088]
Proceeding to step S28 following step S27, the second SD terminal 70 determines whether or not a selection input to the unsupported matter record displayed on the screen has been made from the second SD.
[0089]
If it is determined that there is a selection input for the record of the unsupported case (YES in S28), the second SD terminal 70 proceeds to step S29, displays the detailed information of the unsupported case for which the selection has been input on the screen, and the second SD Enter whether or not to respond to the unhandled case. When the second SD does not correspond, the information for separating into the SE correspondence is input. On the other hand, if it is determined that there is no selection input for the record of the unsupported case (NO in S28), the second SD terminal 70 proceeds to step S30.
[0090]
In step S30, the second SD terminal 70 determines whether or not a predetermined time has elapsed since the record of the unsupported matter was displayed on the screen in step S27. If the fixed time has not elapsed since the record of the unsupported case is displayed on the screen (NO in S30), the second SD terminal 70 returns to step S28.
On the other hand, if a certain period of time has elapsed since the record of the unsupported case is displayed on the screen (YES in S30), the second SD terminal 70 returns to step S26. That is, if a certain period of time elapses without displaying the record of the unsupported case on the screen after displaying the record of the unsupported case in step S27, the second SD terminal 70 acquires the record of the unsupported case again from the inquiry history DB 203. Do it again.
[0091]
Proceeding to step S31 following step S24 or step S29, the first SD terminal 60 or the second SD terminal 70 determines whether or not there is input of isolation information for the unsupported case.
[0092]
Here, the segmentation information indicates an inquiry from a customer that the first SD could not answer, and an inquiry from a customer that the first SD and the second SD could not answer. For example, when the first SD is an inquiry from a customer who cannot answer, the second SD indicating the second SD or the SE indicating the SE separation is registered in the data item "separation information" of the new record. Also, for example, when the second SD is an inquiry from a customer who cannot answer, the SE indicating the SE separation is registered in the data item “separation information” of the new record.
[0093]
If it is determined that there is no input of the isolation information for the unsupported case (NO in S31), the first SD terminal 60 or the second SD terminal 70 proceeds to step S32, and the data item “correspondent” of the inquiry history DB 203 in FIG. The name of the input person obtained in step S22 or the name of the second person in charge obtained in step S22 is registered as the corresponding person name.
[0094]
Then, the process proceeds to step S33 following step S32, in which the first SD terminal 60 or the second SD terminal 70 registers “corresponding” in the data item “correspondence status” of the inquiry history DB 203.
[0095]
On the other hand, if it is determined that the isolation information has been input for the unsupported case (YES in S31), the second SD terminal 70 proceeds to step S36, and determines whether the input isolation information is SE isolation.
[0096]
If it is determined that the input segmentation information is SE segmentation (YES in S36), the second SD terminal 70 proceeds to step S37, and sends an e-mail to the CTI server 50, so that the SE segmentation is not performed as described later. Notify SE that there is a corresponding case.
[0097]
On the other hand, if it is determined that the input separation information is not the SE separation (NO in S36), the second SD terminal 70 proceeds to step S34, and the second SD terminal 70 stores the data item “separation information” in the inquiry history DB 203 corresponding to the unsupported case in the second SD terminal. It is registered as the second SD representing the division.
[0098]
Then, proceeding to step S35 following step S34, the second SD terminal 70 updates the data item “support status” of the inquiry history DB 203 corresponding to the unsupported matter to “unsupported”.
[0099]
In this embodiment, an example has been described in which an inquiry from a customer is handled at three levels of the first SD, the second SD, and the SE. However, an inquiry from a customer may be performed at four or more levels.
[0100]
In step S27, the second SD terminal 70 displays a record of the unhandled case on the screen as the search result of step S26. May be displayed as follows. For example, the second SD terminal 70 displays a warning on the screen when there is an unsupported case whose response is delayed, or displays the unsupported case with a high urgency first.
[0101]
The determination of a non-response case with a high degree of urgency or a non-response case delayed in response is performed using a response time upper limit table 206 as shown in FIG. FIG. 8 is a configuration diagram of an example of the corresponding time upper limit value table. The correspondence time upper limit table 206 of FIG. 8 includes data items such as a customer name, an urgency, a correspondence time upper limit, and a character color.
[0102]
The urgency of the correspondence time upper limit value table 206 is determined using the similar inquiry summary table 205 as shown in FIG. FIG. 14 is a configuration diagram of an example of the similar inquiry summary table. The similar query summary table 205 in FIG. 14 includes data items such as a customer name, a query summary, and a degree of urgency, and the degree of urgency can be determined from the data items “customer name” and “query summary” in the query history DB 203.
[0103]
For example, the second SD terminal 70 compares the elapsed time from the data item “reception time” of the inquiry history DB 203 corresponding to the unsupported matter to the current time with the data item “corresponding time upper limit” of the response time upper limit table 206. By doing so, it is possible to determine an unhandled case with a high degree of urgency or an unhandled case whose response is delayed. Note that if there is an unhandled case that has been delayed, a warning may be displayed on all the second SD terminals 70 regardless of whether or not the customer is in charge of the case. Even if an unsupported case is delayed, it may be displayed on the screen when the response is delayed.
[0104]
In step S37, the second SD terminal 70 sends an e-mail to the CTI server 50. For example, the CTI server 50 that has received the e-mail from the second SD terminal 70 performs a process as shown in FIG. 9 to notify the SE that there is an SE-unsupported matter.
[0105]
FIG. 9 shows a flowchart of an example of the processing for the transfer to the SE. In step S40, the first SD terminal 60 or the second SD terminal 70 edits an electronic mail having a message as shown in FIG.
[0106]
FIG. 10 is a configuration diagram of an example of a message edited by the first SD terminal or the second SD terminal. The message in FIG. 10 includes information indicating that there is an inquiry from a customer, a reception number, a customer name, details of an inquiry, a reception date and time, a reception person, and the like.
[0107]
Proceeding to step S41 following step S40, the first SD terminal 60 or the second SD terminal 70 sends the electronic mail edited in step S40 to the CTI server 50. In step S42, the CTI server 50 determines the customer code from the e-mail message received from the first SD terminal 60 or the second SD terminal 70.
[0108]
Proceeding to step S43 following step S42, the CTI server 50 searches the customer-specific information notification table 201 using the customer code as key information, and acquires the telephone number of the SE responsible for the customer.
[0109]
Proceeding to step S44 following step S43, the CIT server 50 makes a call to the SE using the telephone number obtained in step S43, and voice-synthesizes the e-mail message received in step S42 as shown in FIG. Notify SE by voice.
[0110]
In addition to the message, the CTI server 50 gives a voice notification of a request for returning a response indicating that the response is made or not. For example, in the case of FIG. 10, a response to the effect is made using the PB sound when the “9” and “♯” buttons are pressed. Also, a response to the effect that no response is made is made using the PB sound when the “0” and “♯” buttons are pressed.
[0111]
For example, the SE transmits a response to the CTI server 50 to respond by pressing the “9” and “ボ タ ン” buttons of the SE telephone 81 when responding to the notified unresponsive case. When the SE does not respond to the notified unsupported case, the SE transmits a response to the effect that the response is not made to the CTI server 50 by pressing the “0” and “♯” buttons of the SE telephone 81.
[0112]
Proceeding to step S45 following step S44, the CTI server 50 determines whether or not the response from the SE telephone 81 is a response corresponding to the unsupported case. If it is determined that the response is to respond to the unhandled case (YES in S45), the CTI server 50 proceeds to step S46, and acquires a record from the inquiry history DB 203.
[0113]
Proceeding to step S47 following step S46, the CTI server 50 registers the SE name in the data item “correspondent” of the record acquired in step S46. Proceeding to step S48 following step S47, the CTI server 50 registers "in process" in the data item "support status" of the record acquired in step S46, and updates the inquiry history DB 203.
[0114]
On the other hand, if the CTI server 50 determines that the response is not a response to the unsupported case (NO in S45), the CTI server 50 selects the next telephone number acquired in step S43, and proceeds to step S50. In step S50, the CTI server 50 determines whether all the telephone numbers acquired in step S43 have been selected.
[0115]
If it is determined that all the telephone numbers have been selected (YES in S50), CTI server 50 terminates the processing for transferring to the SE. On the other hand, if it is determined that not all telephone numbers have been selected (NO in S50), CTI server 50 returns to step S44 and continues the processing.
[0116]
Note that the intermediary processing for the SE described with reference to FIG. 9 can also be performed as shown in FIG. FIG. 11 shows a flowchart of another example of the processing for the transfer to the SE. In the intermediary processing for the SE in FIG. 11, the second SD terminal transmits to the application server 40 instead of the CTI server 50.
[0117]
In step S60, the first SD terminal 60 or the second SD terminal 70 edits an electronic mail having a message as shown in FIG. FIG. 12 is a configuration diagram of another example of a message edited by the first SD terminal or the second SD terminal. The message in FIG. 12 includes information such as the fact that there is an inquiry from the customer, the reception number, the customer name, the content of the inquiry, the reception date and time, the receptionist, the URL of the response homepage, and the like.
[0118]
Proceeding to step S61 following step S60, the first SD terminal 60 or the second SD terminal 70 sends the electronic mail edited in step S60 to the application server 40. In step S62, the application server 40 determines the customer code from the e-mail message received from the first SD terminal 60 or the second SD terminal 70.
[0119]
Proceeding to step S63 following step S62, the application server 40 searches the customer-specific information notification table 201 using the customer code as key information, and obtains the e-mail address of the SE responsible for the customer. Proceeding to step S64 following step S63, the application server 40 sends an e-mail to the e-mail address acquired in step S63, and notifies the SE of a message as shown in FIG.
[0120]
Proceeding to step S65 following step S64, the application server 40 waits for a response from the Web server 20 for a certain period of time. The Web server 20 displays the response homepage on the screen of the SE terminal 80, and notifies the application server 40 of a response indicating that the non-compliant matter input to the response homepage is supported or not supported. If there is no response from the Web server within a certain period of time, the application server 40 determines that the response does not correspond.
[0121]
For example, when the SE responds to the notified unhandled case, the SE inputs a response to the response homepage, thereby transmitting a response to the unresponsive case to the application server 40. When the SE does not respond to the notified unhandled case, the SE inputs a response not to the response home page, and transmits a response to the effect that the unsupported case is not supported to the application server 40.
[0122]
Proceeding to step S66 following step S65, the application server 40 determines whether or not the response from the Web server 20 is a response to an unsupported matter. If it is determined that the response is to respond to the unhandled case (YES in S66), the application server 40 proceeds to step S67, and acquires a record from the inquiry history DB 203.
[0123]
Proceeding to step S68 following step S67, the application server 40 registers the SE name in the data item "correspondent" of the record acquired in step S68. Proceeding to step S69 following step S68, the application server 40 registers “under processing” in the data item “support status” of the record acquired in step S67, and updates the inquiry history DB 203.
[0124]
On the other hand, if the application server 40 determines that the response is not a response to the unsupported matter (NO in S66), the application server 40 selects the next e-mail address acquired in step S63, and proceeds to step S71. In step S71, the application server 40 determines whether all the e-mail addresses acquired in step S63 have been selected.
[0125]
If it is determined that all the e-mail addresses have been selected (YES in S71), the application server 40 ends the processing for the transfer to the SE. On the other hand, if it is determined that all the e-mail addresses have not been selected (NO in S71), the application server 40 returns to step S64 and continues the processing.
[0126]
In this manner, the SE processing of FIG. 9 or FIG. 11 can notify the SE that there is an unsupported matter for SE separation.
[0127]
Next, the automatic report distribution process in step S16 will be described. In the report automatic distribution process, the inquiry response results for each customer are tabulated for each predetermined period (for example, one month) and the customer is notified as a report for the customer.
[0128]
When it is time to notify a report for a customer, the application server 40 performs an automatic report distribution process as shown in FIG. FIG. 13 is a flowchart of an example of the report automatic distribution process.
[0129]
In step S80, the application server 40 reads one record from the inquiry history DB 203 classified in advance according to the date and time of occurrence. Proceeding to step S81 following step S80, the application server 40 determines whether reading of all records from the inquiry history DB 203 has been completed.
[0130]
If it is determined that the reading of the record from the inquiry history DB 203 has not been completed (NO in S82), the application server 40 proceeds to step S82, and determines whether the record read in step S80 is an extraction target. Whether or not the record is an extraction target is determined based on whether or not the record is a customer who notifies the report.
[0131]
If it is determined that the record read in step S80 is to be extracted (YES in S82), the application server 40 proceeds to step S83. In step S83, the application server 40 stores the record in the extracted query history data 204, and returns to step S80. On the other hand, if it is determined that the record read in step S80 is not to be extracted (NO in S82), the application server 40 proceeds to step S80.
[0132]
On the other hand, if it is determined that reading of all records from the inquiry history DB 203 has been completed (YES in S81), the application server 40 proceeds to step S84.
[0133]
In step S84, the application server 40 reads the e-mail address of the customer from the customer DB 202 and creates an e-mail body. Proceeding to step S85 following step S84, the application server 40 attaches the extracted inquiry history data 204 to the body of the e-mail.
[0134]
The extracted query history data attached in step S85 includes, for example, an average response time and a longest response time for each query summary calculated from the data items “reception date and time”, “completion date and time”, and “query summary” of the query history record. Can also be included.
[0135]
Also, by using the similar query summary table 205 as shown in FIG. 14 and the corresponding time upper limit table 206 as shown in FIG. 8, the corresponding time upper limit determined by the urgency of the query summary and the calculated query summary By comparing the average response time and the longest response time, it is possible to easily determine whether or not the service level agreed with the customer is maintained.
[0136]
Proceeding to step S86 following step S85, the application server 40 automatically transmits the created e-mail and ends the report automatic distribution processing. Since the automatic report distribution processing in FIG. 13 is automatically performed, the work load on the IDC does not increase.
[0137]
As described above, the inquiry response system 1 of the present invention can efficiently perform the response operation to the inquiry of the customer, can change the order of response according to the urgency of the inquiry without waiting the customer for a long time, The contact to the SE is automatically performed, and the response status information can be shared by the first SD, the second SD, and the SE by inputting a response from the SE.
[0138]
【The invention's effect】
As described above, according to the present invention, it is possible to efficiently perform a response operation to a customer's inquiry, and to change the order of response according to the urgency of the inquiry without making the customer wait for a long time.
[0139]
[Brief description of the drawings]
FIG. 1 is a configuration diagram of an embodiment of an inquiry response system according to the present invention.
FIG. 2 is a hardware configuration diagram of an example of an application server, a CTI server, a first SD terminal, and a second SD terminal according to the present invention.
FIG. 3 is a flowchart of an example of processing of a first SD terminal and a second SD terminal according to the present invention.
FIG. 4 is a configuration diagram of an example of a customer DB;
FIG. 5 is a flowchart of an example of an inquiry receiving process.
FIG. 6 is a configuration diagram of an example of a customer-specific information notification table.
FIG. 7 is a configuration diagram of an example of an inquiry history DB.
FIG. 8 is a configuration diagram of an example of a corresponding time upper limit value table.
FIG. 9 is a flowchart illustrating an example of a process of transferring to an SE.
FIG. 10 is a configuration diagram of an example of a message edited by a first SD terminal or a second SD terminal.
FIG. 11 is a flowchart of another example of the processing for transferring to an SE.
FIG. 12 is a configuration diagram of another example of a message edited by a first SD terminal or a second SD terminal.
FIG. 13 is a flowchart illustrating an example of a report automatic distribution process.
FIG. 14 is a configuration diagram of an example of a similar inquiry summary table.
[Explanation of symbols]
1 Inquiry handling system
10 Customer terminals
20 Web server
30 mail server
40 Application Server
50 CTI (Computer Telephony Integration) server
60 1st SD (Support Desk) terminal
61 1st SD Phone
70 2nd SD (Support Desk) terminal
71 2nd SD telephone
80 SE (Systems Engineer) terminal
81 SE Telephone
90 Firewall (Fire Wall)
100 exchange
101-103 network
111 input device
112 display device
113 Drive device
114 Recording medium
115 Auxiliary storage device
116 Memory device
117 arithmetic processing unit
118 Interface device
119 Database (DB)
201 Customer-specific information notification DB
202 Customer DB
203 Query history DB
204 Extracted query history data

Claims (9)

Inquiry that divides the responder corresponding to the inquiry from the customer into the group of the lowest first responder to the highest n-th responder, and causes the first responder to respond to the inquiry from the customer to the n-th responder. A compatible system,
First correspondence in which the contact information for the second to n-th responders to contact the customer, the content of the inquiry from the customer input by the first responder, and the response result to the inquiry are registered in the recording means. Terminal,
According to the response result registered in the recording unit, the inquiry from the customer registered in the recording unit to which the second to n-th responders should respond is the second to n-th responder. And a second to n-th responder terminal for registering, in the recording unit, a response result to the inquiry from the customer input from the second to n-th responders. system. Inquiry registration means for receiving the contents of the inquiry from the customer accepted by the first responder and registering the contents of the inquiry from the customer in the recording means,
A first record of receiving a response to the inquiry from the customer registered in the recording unit or a message indicating that the inquiry from the customer cannot be performed, and registering a record of the response to the inquiry or the fact that the inquiry cannot be responded to the recording unit. 2. The inquiry response system according to claim 1, further comprising a response result registration unit. The terminal for the second to n-th responders is configured to input the contents of the inquiry from the customer, which is input from the lower responder to the effect that the response cannot be made from the inquiries from the customer registered in the recording means, to the second to the second. presenting means for presenting to n responders;
The second is that a response result to the inquiry from the customer presented to the second to n-th responders or that the response to the inquiry from the customer cannot be input is entered, and a response result to the inquiry or a response to the inability to respond to the inquiry is registered. 3. The inquiry response system according to claim 2, further comprising a response result registration unit. Notifying means for notifying the n-th responder of the contents of the inquiry from the customer, in which the first to (n-1) -th responders input the inquiries from the customers registered in the recording means that the first to (n-1) -th responders cannot respond. The inquiry handling system according to claim 3, further comprising: The inquiry handling system according to claim 4, wherein the notifying means notifies the n-th responder of the inquiry from the customer using at least one of a telephone and an e-mail. The presenting means, the elapsed time after registering the content of the inquiry from the customer in the recording means, exceeds a corresponding upper limit time set according to at least one of the content of the customer and the inquiry. The inquiry handling system according to any one of claims 3 to 5, wherein the fact is presented to the second to n-th responders at that time. 2. The method according to claim 1, wherein the contents of the inquiry from the customer registered in the recording unit and a result of the response to the inquiry are totalized for each customer, and the total information is notified to the customer at predetermined intervals. 7. The inquiry handling system according to any one of claims 6 to 6. A computer that divides responders responding to inquiries from customers into groups from the lowest first responder to the highest n-th responder, and causes the first responders to respond to inquiries from customers. An inquiry response method using a network,
First to register contact information for the second to n-th responders to contact the customer, contents of the inquiry from the customer input by the first responder, and the response result to the inquiry in the recording means. Registration phase,
According to the response result registered in the recording unit, the inquiry from the customer registered in the recording unit to which the second to n-th responders should respond is the second to n-th responder. A presentation stage to be presented to
A second registration step of registering a response result to the inquiry from the customer input from the second to n-th responders in the recording unit. On the computer,
First to register contact information for the second to n-th responders to contact the customer, contents of the inquiry from the customer input by the first responder, and the response result to the inquiry in the recording means. Registration procedure,
According to the response result registered in the recording means, the inquiry from the customer registered in the recording means to the second to n-th responder should be addressed to the second to n-th responder. Presentation procedure to be presented,
And a second registration procedure for registering, in the recording unit, a response result to the inquiry from the customer input from the second to n-th responders.

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