JP2024101561A - Query response system, query response device, query response method and query response program, and program generation system and program - Google Patents

Abstract

To provide a query response system, a query response device, a query response method and a query response program, and a program generation system and a program that can improve business efficiency.SOLUTION: A query response device of the present invention includes: an AI response unit that can respond to a question of a user; an automatic calling unit that, when a phone number of the user and contact information are provided via a query form for making a query about a sales object, makes a call to the phone number according to a pre-created call workflow and prompts access to the AI response unit; and an address transmission unit that transmits address information of the AI response unit in response to at least one of the phone number and the contact information inputted in the query form.SELECTED DRAWING: Figure 1

Description

The present invention is suitable for use in an inquiry response system, an inquiry response device, an inquiry response method, an inquiry response program, and a program generation system and program used in sales activities using, for example, an inquiry form on a website.

In recent years, technology has become known for automatically placing calls in order to reduce the workload of answering the phone (see, for example, Patent Document 1). This automatic calling system describes a technology that uses the functions of a television to efficiently purchase products introduced on a television program.

On the other hand, general websites that introduce products and services often have inquiry forms. When an inquiry form is submitted, the provider of the product or service typically responds by email or phone.

JP 2014-183447 A

However, when responding to an inquiry form with this configuration, the operator had to respond to all inquiries, which meant the work required to respond was cumbersome and inefficient.

The present invention has been made to solve these problems, and its purpose is to provide an inquiry response system, an inquiry response device, an inquiry response method, an inquiry response program, and a program generation system and program that can improve business efficiency.

In order to solve such problems, the inquiry response device of the present invention comprises:
An AI (artificial intelligence) response unit capable of responding to user questions;
an automatic call unit that, when a user's phone number and contact information are provided via an inquiry form, calls the phone number according to a pre-created call workflow and prompts access to the AI response unit;
The present invention is characterized by comprising an address sending unit that sends address information of the AI response unit in response to at least one of the telephone number and contact information entered in the inquiry form.

In addition, the inquiry response program of the present invention includes the following steps:
an automatic call step of calling the telephone number according to a pre-created call workflow when a user's telephone number and contact information are provided via an inquiry form, and prompting access to an AI (artificial intelligence) response unit capable of responding to the user's questions;
and an address sending step of sending address information of the AI response unit to at least one of the telephone number and contact information entered in the inquiry form.

In the inquiry response method of the present invention, when a user's telephone number and contact information are provided via an inquiry form, an automatic call step of calling the telephone number according to a pre-created call workflow and prompting access to an AI (artificial intelligence) response unit capable of responding to the user's questions;
The method further comprises an address sending step of sending address information of the AI response unit in response to at least one of the telephone number and contact information entered in the inquiry form.

The inquiry response system of the present invention includes an AI response device capable of responding to user questions,
an automatic call unit that calls the user's phone number and contact information when the user provides the phone number and contact information via an inquiry form regarding a sales item, and prompts the user to access the AI response unit;
The present invention is characterized by having an automatic calling device having an address sending unit that sends address information of an AI response unit that can reply to a user's question to at least one of the telephone number and contact information entered in the inquiry form.

In the program creation system of the present invention, a call workflow creation device that allows a user to input text into a text box associated with an action material for setting a synthetic voice when creating a call workflow in a flowchart format by combining action materials that represent actions with order determination materials that determine the order of actions;
a voice data generator for generating synthetic voice data based on the text in the text box;
and a program generating device that inserts the voice data into a corresponding portion of a program associated with an action material for setting the synthetic voice, and generates a program in accordance with the combination of the materials.

In the program of the present invention, a computer
a call workflow creation step of inputting text into a text box associated with the action material for setting a synthetic voice when creating a call workflow in a flow chart format by combining the action material representing an action with an order determination material for determining an order;
a voice data generating step of generating synthetic voice data based on the text in the text box;
and a program generating step of inserting the voice data into a corresponding portion of a program associated with an action material for setting the synthetic voice, and generating a program in accordance with the combination of the materials.

The present invention can realize an inquiry response system, an inquiry response device, an inquiry response method, an inquiry response program, and a program generation system and program that can improve business efficiency.

1 is a schematic diagram illustrating a configuration of an inquiry response system according to a first embodiment. FIG. 2 is a block diagram showing a configuration of a server. FIG. 2 is a block diagram showing a configuration of an operator terminal. FIG. 2 is a schematic diagram illustrating an inquiry form screen. FIG. 13 is a schematic diagram showing an AI operator screen. FIG. 4 is a schematic diagram illustrating a CWF creation screen according to the first embodiment. FIG. 13 is a schematic diagram illustrating a configuration of an inquiry response system according to a second embodiment. FIG. 13 is a schematic diagram illustrating a CWF creation screen according to the second embodiment. 11 is a flowchart illustrating a CWF program generation process. FIG. 13 is a schematic diagram illustrating a configuration of an inquiry response system according to a third embodiment. FIG. 13 is a schematic diagram illustrating a configuration of an inquiry response system according to a fourth embodiment.

Below, the embodiment of the present invention will be described with reference to the drawings.

First Embodiment
1 indicates an inquiry response system as a whole. In the inquiry response system 101, a server 2 and an operator terminal 3 are connected via a wireless or wired electric communication circuit such as the Internet. The server 2 may be an in-house server installed in a company, or may be a so-called cloud server installed outside, or may be an appropriate combination of an in-house server and a cloud server. The following describes the case where the server 2 is a cloud server.

As shown in FIG. 1(A), in the inquiry response system 101, in response to an inquiry form provided from a user terminal 4, an automatic call is made from the server 2 to guide the user to an AI (artificial intelligence) response, and address information for the AI response is sent to the user terminal 4 by short mail or the like.

As shown in FIG. 1(B), in the inquiry response system 101, when the user terminal 4 accesses the address information, the system responds with an AI response. If the result of the AI response indicates that transfer to an operator is required, the server 2 transfers the connection to the operator terminal 3. As a result, the user can make an inquiry by conversation with the operator.

As shown in FIG. 2, the server 2 is configured such that a control unit 21 consisting of a CPU (Central Processing Unit), ROM (Read Only Memory), and RAM (Random Access Memory) controls the entire server 2 and executes inquiry response processing according to an inquiry response program pre-stored in the ROM. A query database (hereinafter abbreviated as DB) is stored in the memory unit 25.

As shown in FIG. 3, the operator terminal 3 is configured such that a control unit 31 consisting of a CPU, ROM, and RAM controls the entire operator terminal 3 and executes inquiry response processing according to a call management program previously stored in the ROM.

For example, the operator performs operation input using the operation unit 36 of the operator terminal 3. When the operator terminal 3 is connected to the user terminal 4 by the server 2, the operator makes a call while performing operation input by clicking, touching, pressing, etc. using the operation unit 36 in accordance with the image information on the display unit 34. Voice input and output during a call is performed by the voice input and output 38, and voice data is input and output via the operator terminal 3.

Although not shown in the figure, the user terminal 4 has a configuration similar to that of the operator terminal 3, and a control unit 41 consisting of a CPU, ROM, and RAM is configured to comprehensively control the entire user terminal 4.

Specifically, as shown in FIG. 4, an inquiry form screen 151 displayed within a website is displayed on the display unit 44 of the user terminal 4. On the inquiry form screen 151, input fields 152 to 157 are displayed, which include required input fields: a name input field 152, a company name input field 153, a phone number input field 154, and an email destination input field 155, as well as optional input fields: an address input field 156 and an inquiry content input field 157.

Note that the email destination input field 155 displays a short mail yes/no field 155A for entering whether or not to send a short mail, and an email address input field 155B. It is mandatory to either check the short mail yes/no field 155A or enter an entry in the email address input field 155B.

When the control unit 41 of the user terminal 4 recognizes that the user has entered data into the input fields and operated the send button 158, it transmits the data entered into the input fields to the server 2. If all required input fields have not been entered, the control unit 21 of the server 2 causes the display unit 44 of the user terminal 4 to display a re-input request screen (not shown) that prompts the user to re-enter data, whereas if all required input fields have been entered, it causes the display unit 44 to display a reception completion screen (not shown) that indicates that the inquiry has been received.

When an inquiry is received, the control unit 21 of the server 2 issues an inquiry ID (Identification) and registers the information in the input fields 152 to 157 sent in association with the inquiry ID in the inquiry DB of the storage unit 25.

Furthermore, the automatic call unit 21A of the control unit 21 performs automatic call processing to automatically place a call to the telephone number entered in the telephone number input field 154 according to a pre-set call workflow program (described in detail later).

For example, when the user answers a call placed to the user terminal 4, the automatic call unit 21A outputs an automated voice message such as "Thank you for your inquiry. This is XXX. An address to an AI operator has been sent to the entered email destination. Please consult with the AI operator first," and then disconnects the call. Next, the address sending unit 21B of the server 2 sends an address information email containing address information for connecting to the AI response unit 21C to the email destination (a short message with a telephone number or an email address).

As a result, an address information email containing address information along with a message such as "Please connect to the address below" is sent to the user's email destination. The control 431 of the user terminal 4 causes the address information email to be displayed on the display unit 44 in response to the user's operation. A link is attached to the address information contained in this address information email, and the control unit 41 sends an image supply request signal to the server 2 in response to the user's operation on the address information.

The control unit 21 of the server 2 transmits the operator image data in response to the image request signal. As a result, as shown in FIG. 5, the display unit 44 of the user terminal 4 displays the AI operator screen 161.

The AI operator screen 161 displays an AI operator 162, a question button display field 163, and a voice input result field 164. The user can ask the AI operator 162 a question by operating the question button 163A or by voice input.

For example, when a user asks a question by voice, the voice data is supplied to the server 2. The AI response unit 21C of the server 2 converts the voice data into text and transmits the text data to the user terminal 4. As a result, the voice input result field 164 on the AI operator screen 161 displays the result of the voice input as text data.

When the user stops voice input, the AI response unit 21C transmits answer data to the user terminal 4. The answer is given by voice and/or image display. Depending on the judgment of the AI response unit 21C, it is possible to display previously prepared diagrams, explanations, etc. The input question and answer data are registered in the inquiry DB.

In addition, when the AI response unit 21C is unable to prepare appropriate response data for a user's question or when the same question is repeated multiple times, it can connect to a call center where a human operator can respond.

At this time, the AI response unit 21C supplies the information registered in the inquiry DB to the connected operator terminal 3. As a result, the exchange with the AI operator 162 is displayed as a question history on the display unit 34 of the operator terminal 3.

This allows the operator to visually check the history of questions that have been asked so far, eliminating the need to have the user ask the question again and allowing for a smoother response.

Conventional AI responses from AI chatbots and the like were unfamiliar to users who were not accustomed to typing, and could not obtain information about users who made inquiries and were potential customers. In addition, simply sending an email with information about the AI response meant that the email was likely to be overlooked, resulting in poor user response.

In the inquiry response system 101 of the present invention, in response to inquiries from an inquiry form, an AI operator 162 responds by both calling via an automated call and sending an email. This allows the automated call to inform the user that an email has been sent, improving familiarity while also notifying the user of the existence of an email before they lose interest, thereby increasing the response to the email. In addition, the AI operator 162 can provide a response that is similar to a conversation by voice, making it familiar to users who are not good at typing.

In other words, by combining automated phone calls and voice conversations with AI operators, the connection rate to AI operators can be improved, reducing the number of calls connected to operators while improving user satisfaction with inquiries.

<Creating a call workflow program>
Next, the creation of a call workflow program used for automatic call processing will be described.

A call workflow (hereafter abbreviated as CWF) is created by an operator via the operator terminal 3. The CWF creation unit 21D of the server 2 creates a CWF program according to the created CWF.

In response to an operation input by the operator to the operator terminal 3, the control unit 31 of the operator terminal 3 sends a CWF creation image request signal to the server 2. The CWF creation unit 21D of the server 2 sends a CWF creation image to the operator terminal 3. As a result, the CWF creation screen 181 is displayed on the display unit 34 of the operator terminal 3.

Figure 6 shows a CWF creation screen 181. On the left side of the CWF creation screen 181, a candidate material display field 182 displays multiple candidate materials 182A that are candidates for use in the CWF.

When the user operates and selects a candidate material 182A in the candidate material display field 182, the selected candidate material is displayed in the CWF creation field 190 on the right as selected materials 183-189.

Selection element 183 is a start action that instructs the user to start a call, and this action (motion) starts the call. Selection element 184 is an arrow mark, a next progress mark that instructs the user to proceed to the next step.

Selection material 185 is a TTS setting action that instructs the setting of TTS (Text to Speech), and consists of a TTS setting action 185A that indicates the main operation (action), a TTS text box 185B into which the text of the synthetic voice is input, and a connection bar 185C that connects TTS setting action 185A and TTS text box 185B. The text input into TTS text box 185B is converted into voice, and synthetic voice data is generated.

Selection material 187 is an email sending action that instructs the settings for sending an email, and is made up of an email sending setting action 187A that specifies the main action and email destination, an email text box 187B where the text to be sent by email is entered, and a connection bar 187C that connects email sending setting action 187A and email text box 187B, and it is clearly shown that email text box 187B corresponds to email sending setting action 187A. The text entered in email text box 187B is included in the email.

Selection element 189 is an end action that instructs the user to end the call, and this action disconnects the call.

Each candidate material 182A is associated with a program for executing an action. Text entered into the TTS text box 185B is inserted as voice data into the corresponding location in the program associated with the TTS setting action 185A. Also, text entered into the email text box 187B is inserted as text data into the CWF program into the corresponding location in the program associated with the email sending setting action 187A.

In other words, when the CWF creation unit 21D of the server 2 receives the created CWF data from the operator terminal 3, it generates synthetic voice data according to the text entered in the text box (TTS text box 185B). It also arranges the programs associated with the selected materials 183-189 in order, and inserts the text data entered in the text box (mail text box 187B) and the generated voice data into the corresponding locations, thereby generating a CWF program and storing it in the storage unit 25.

Then, the automatic call unit 21A of the server 2 executes the automatic call process for the inquiry form according to the created CWF program.

In this way, operators can easily create CWF programs in the same way they would create a flowchart.

Second Embodiment
Next, the second embodiment will be described with reference to Figures 7 and 8. The second embodiment differs from the first embodiment in that the creation of the CWF program is applied not only to the inquiry response system but also to the CWF of a normal call center. In the second embodiment, the same reference numerals are used for the same parts as in the first embodiment, and the description of the same parts is omitted.

As shown in FIG. 7, in the inquiry response system 201, the server 2 generates a CWF program based on the CWF generated by the operator terminal 3. The server 2 responds to a call from the user terminal 4 with an automated voice response according to the CWF program, and then transfers the call to the operator terminal 3.

Figure 8 shows a CWF creation screen 200. In this CWF creation screen 200, a message is entered that prompts the user to select a number as a TTS setting action (selection element 185) that plays an automated voice message after a call is started.

In TTS text box 185Bx, "/〇〇/slowly//" is an instruction to speak the sentence between the two single slashes "slowly," and the double slash indicates the end. Therefore, TTS text box 185Bx instructs to speak "Thank you for calling" quickly and "This is XX○△" slowly.

The standard phrase "/Thank you for calling. /Fast//Paragraph/This is XXXXX. /Slowly//" is displayed as a template when the TTS text box 185Bx is selected. If the operator wants to speak at the normal speed, he or she can simply delete "/Slowly//", and if they want to speak faster, they can change "Slowly" to "Fast". In this way, the procedure for changing the speed is written as a template in advance within a frequently used standard phrase, so the operator can input the automated voice synthesis voice as text without having to study anything in particular.

In this CWF creation screen 200, when a selected material is selected from the candidate materials and displayed in the creation column, the necessary next progress material is automatically displayed. For example, when a start action is selected, selected material 183 and selected material 184 (next progress mark) represented by an arrow are automatically displayed.

The operator therefore only needs to connect the tip of the arrow to the next selected material 185. In other words, the operator can create a CWF by simply selecting candidate materials, moving the tip of the arrow to connect them, and, if necessary, inputting text that corresponds to the audio to be played.

Then, the selection element 202 is a number input action that accepts number input, with selectable numbers (1-2) displayed, one for each number, for a total of two next progression marks, and the action branches into two.

When number 1 is selected in selection material 202, the route connected to call center aa12 is taken, and when number 2 is selected, the route connected to call center aa13 is taken. Call centers aa12 and aa13 are call centers of the same company, but since different staff members are in charge, the call is transferred to one of them depending on the content of the inquiry.

After the 1 selection field 202A where number 1 is selected, the selection material 203 is followed by an availability check action to check whether or not there is an available operator, and if the action is OK, the selection material 204 is a transfer action to transfer the operator terminal 3.

On the other hand, if the result is NG, the process continues to selection material 205, which is an error processing setting action, and selection material 206, which is an end action.

When the operator selects an availability check action (selected material 202) from the candidate material 182A, a transfer action (selected material 204), an error setting action (selected material 205), and an end action (selected material 206) are displayed along with the selected material 203, in a set with the next progress mark (selected material 184).

In other words, if a certain material is always used, selecting one candidate material will display multiple selected materials in the CWF creation field 190x.

A standard error message is pre-entered in the selection material 205, so the operator does not need to enter text. This standard error message can be selected from a number of prepared messages.

The same is true when the number 2 is selected in selection material 202. If the availability check action for checking whether or not there is an available operator as selection material 207 is OK, it continues to selection material 208, which transfers the call to call center aa13; if it is NG, it continues to selection material 209, which is an error processing setting action, and selection material 210, which is an end action.

In the number input action (selection action 202), voice chat can be used to select a number. In voice chat, numbers are heard by voice recognition. That is, the corresponding program waits for voice input, and when voice is input, sends the voice data to the server 2. When the server 2 detects a tone representing "1" or "2", or a voice representing "ichi" or "ni", it recognizes that the corresponding number has been selected, and proceeds to the next step of the selected number.

When the operator operates the CWF decision button (not shown) on the CWF screen 200 thus created, the CWF data representing the created CWF is sent to the server 2.

When the CWF creation unit 21D of the server 2 receives the created CWF data from the operator terminal 3, it arranges the programs associated with the selected materials 183 to 210 in order, generates synthetic voice data representing the text entered in the TTS text box 185Bxx, and inserts the generated voice data into the corresponding location in the program. The CWF creation unit 21D stores the generated CWF program in the storage unit 25.

Next, the CWF creation process procedure executed according to the CWF creation program will be explained using the flowchart in Figure 9.

When the CWF creation unit 21D of the server 2 receives a request signal from the operator terminal 3 to start creating the CWF, it supplies CWF creation image data, and when CWF data representing the created CWF is created, it proceeds to the next step SS2.

In step S2, the CWF creation unit 21D generates synthetic voice data based on the text data entered in the TTS setting field, and then proceeds to the next step SS3.

In step S3, the CWF creation unit 21D generates a CWF program based on the CWF data and the synthetic voice data, and then proceeds to step S3 to end the process.

<Operations and Effects of the First and Second Embodiments>
The following describes the features of the inventions extracted from the above-described embodiments, showing their effects as necessary. In the following, for ease of understanding, the corresponding configurations in the above-described embodiments are appropriately shown in parentheses, but the specific configurations shown in parentheses are not limited to these. In addition, the meanings and examples of terms described in each feature may be applied as the meanings and examples of terms described in other features described in the same wording.

In the above configuration, the inquiry response device (server 2) of the present invention includes an AI response unit (AI response unit 21C) capable of responding to a user's question,
When a user's telephone number and contact information are provided via an inquiry form, an automatic call unit (automatic call unit 21A) calls the telephone number according to a pre-created call workflow and prompts access to the AI response unit;
The present invention is characterized by comprising an address sending unit (address sending unit 21B) that sends address information of the AI response unit in response to at least one of the telephone number and contact information entered in the inquiry form.

In this way, the inquiry response device can prompt the user to connect to the AI response unit after providing guidance via an automatic call in response to an inquiry sent from the inquiry form, and can prompt the user to connect to the AI response unit immediately after sending the inquiry form. This can increase the connection rate to the AI response unit without increasing the operator's workload, improving business efficiency. Also, while customer-related information cannot be obtained when displayed directly on a website, by using an inquiry form, customer information can be obtained and used in future sales activities.

The inquiry response device is characterized by having an operator connection unit that connects the call to an operator terminal (operator terminal 3) where an operator can respond, depending on the user's selection in response to the automatic response voice played by the automatic call unit during a call.

This allows the inquiry response device to immediately contact users who have shown a high level of interest by using the inquiry form and connect them to an operator only when necessary, improving the operator's work efficiency while allowing the operator to respond appropriately.

In the inquiry response device, the AI response unit
The system is characterized in that the call is connected to an operator terminal where an operator can reply in response to the conversation with the user.

This allows the inquiry response device to connect to an operator only when the AI response unit cannot handle the request, improving the operator's work efficiency. In addition, because the user can be connected to an operator via the AI response unit, the connection rate to the AI response unit can be improved.

In the inquiry response device, the AI response unit is an AI operator capable of responding by voice.

This allows the inquiry response device to respond using both voice and images, eliminating the need to input text and allowing users to deepen their understanding using images.

In the program generation system of the present invention, a call workflow creation device (CWF creation unit 21D and operator terminal 3) for inputting text into a text box associated with an action material for setting synthetic voice when creating a call workflow in a flowchart format by combining action material representing an action with an order determination material for determining an order;
a voice data generating unit (control unit 21) that generates synthetic voice data based on the text in the text box;
and a program generation device (CWF creation unit 21D) that inserts the voice data into a corresponding portion of a program that is associated with an action material for setting the synthetic voice, and generates a program in accordance with the combination of the materials.

Previously, to create a call workflow, a systems engineer had to write a program, which was cumbersome work.

In the program generation system of the present invention, a call workflow is created in a flow chart format, and by inputting text into a text box, synthetic voice is automatically generated, and a call workflow program using synthetic voice can be generated. This allows operators with no programming knowledge to freely generate call workflow programs. After actually communicating with a user, operators can easily modify the call workflow themselves, which promotes improvements to the call workflow and increases the success rate.

In the program generation system, the call workflow creation unit
Enter text into the text box associated with the action material that you want to send text to,
The program generation unit
The text is inserted into a portion of a program that is associated with an action material for transmitting the text, and a program is generated in accordance with the combination of materials.

This allows the program generation system to generate programs for complex processes such as sending text by simply entering text into a text box.

Third Embodiment
Next, the third embodiment will be described with reference to Fig. 10. The third embodiment differs from the first embodiment in that an appointment is made by an automatic call. In the inquiry system 401 in the third embodiment, the parts corresponding to those in the first embodiment are given reference numerals with 400 added, and the explanation of the same parts will be omitted.

As shown in FIG. 10A, in the inquiry response system 401, an introduction site publishing server 405 that simultaneously introduces services offered by multiple companies publishes an introduction site, and provides a bulk inquiry form as part of the introduction site. There are no restrictions on the services that the introduction site can provide, but for the sake of convenience, a case will be described in which the introduction site introduces real estate rentals.

The user can make a bulk inquiry by inputting user information such as their phone number and name into the bulk inquiry form displayed on the user terminal 404, selecting one or more companies or services to which they wish to make inquiries, and submitting the inquiry.

When the introduction site publication server 405 is supplied with user information and an inquiry target from the user terminal 404, it transmits the user information to the designated destination address associated with the inquiry target. In the figure, the designated destination address is shown to be the reservation management server 503 of the company providing the service, but it may be server 502 or both server 502 and reservation management server 503.

The reservation management server 503 transmits the supplied user information to the server 402. At this time, the reservation management server 503 transmits current status information indicating the current status of the inquiry target (e.g., the status of a preview reservation or application) to the server 402. The server 402 executes an automatic call process to the telephone number included in the user information. As a result, the user terminal 404 receives a call from the server 402.

The automatic call unit 21A of the server 402 executes the automatic call process according to the call workflow and transmits voice information to the user terminal 404. As a result, voice is output from the user terminal 404. For example, the automatic call unit 21A greets the customer through voice guidance, and also provides voice guidance according to the current situation information, such as "Reservations for viewings are available from ▲ month ▲ day. Would you like to make a reservation for a viewing?".

When the user responds and voice information is supplied from the user terminal 404, the AI response unit 421C of the server 402 responds to the user by outputting voice as a reply process according to the response.

For example, if the user responds hesitantly with "Hmm, what should I do?", the AI response unit 421C will respond with a message encouraging the user to make a reservation for a preview, such as "Currently, two people have made reservations to view the property. We recommend that you make a reservation for a preview early."

If the user replies, "I will make a reservation," the AI response unit 421C responds with a message saying, "Then, please specify a date and time that is convenient for you," prompting the user to specify the reservation date and time. If the user replies, "This Sunday afternoon, please," the AI response unit 421C sends a reservation confirmation request to the reservation management server 403 specifying Sunday afternoon.

The reservation schedules of the sales representatives belonging to the reservation management server 403 are registered in the memory unit 435 (not shown). For example, if only one person can make a reservation between 13:00 and 15:00 for this Sunday afternoon, the control unit 431 of the reservation management server 403 sends reservation status information to the server 402 indicating that reservations are available from 13:00 to 15:00.

Based on the reservation status information, the AI response unit 421C of the server 402 responds to the user with, for example, "You can reserve a viewing this Sunday, on the afternoon of ▲ month △ day, from 1:00 PM to 3:00 PM."

When the user replies, "Then, 13:00 please," the AI response unit 421C sends reservation registration information requesting reservation registration for 13:00 to the reservation management server 403. The control unit 431 of the reservation management server 403 registers a reservation for one slot starting at 13:00 in the reservation management table, and sends reservation completion information indicating completion of reservation registration to the server 402.

When the AI response unit 421C of the server 402 is supplied with the reservation completion information, it outputs a voice message saying, "Your reservation has been completed at 13:00 on ▲ month △ day. We will be waiting for you at XX store. We will send you the store information by short message, so please check it," and sends the waiting information indicating the reservation time, the address of the store where the meeting will be held, the contact phone number, etc. by short message. Note that if the user information includes an email address or SNS information, email or SNS may also be used.

In addition, if the AI response unit 421C of the server 402 determines that it cannot understand the meaning of the user's response or is unable to respond, it can switch the call to a call center where a human can respond. This can minimize the loss of reservation opportunities for users who were able to respond by phone.

In this way, in the inquiry response system 401, when user information is obtained from the bulk inquiry form, an automatic call can be made from the server 402 immediately to make an appointment, so that the system can contact users in response to inquiries before other companies and obtain reservations efficiently.

<Fourth embodiment>
Next, the fourth embodiment will be described with reference to Fig. 11. The fifth embodiment differs from the third embodiment in that voice guidance is provided according to the caller. In the inquiry system 501 in the fourth embodiment, the parts corresponding to those in the third embodiment are given reference numerals with 100 added, and the explanation of the same parts will be omitted.

In the fourth embodiment of the inquiry response system 501, a server 502 manages reservations, and the reservation status can be checked at any time by accessing the server 502 from a responsible terminal 503, which is a terminal of the responsible department. In other words, the inquiry response process is performed by a so-called cloud service.

In the inquiry response system 501, as in the third embodiment, the introduction site publishing server 505 publishes the introduction site, but here we will explain the case where an inquiry is made to a job information site as the introduction site.

On the job information site, an account is created for each user in advance, and historical information such as educational background and work history is registered in the account. The memory unit 435 (not shown) of the introduction site public server 505 stores a user registration database in which the user's historical information, address, desired work location, etc. are registered in correspondence with the user's user ID (IDentification).

When a user submits an inquiry form for the inquiry target via the user terminal 504, the referral site publication server 505 identifies the user information from the user ID and transmits the user information to the server 502 where the inquiry target is registered.

The storage unit 525 (not shown) of the server 502 stores a condition list in which condition items, call workflow (CWF) numbers, and reservation management table numbers are associated with each other. In addition, multiple reservation management tables are stored in correspondence with the reservation management numbers.

When the server 502 is supplied with user information, it determines which condition items the user meets from the user information and identifies the voice guidance number that corresponds to the condition item that the user meets. The server 502 then executes an automatic call process for the user according to the call workflow that corresponds to the voice guidance number.

For example, call workflow 1 provides information about and acquires appointments for a company information session at venue A. Once an appointment has been acquired, it is registered in reservation management table 1, which corresponds to call workflow 1.

In call workflow 2, information about the company information session at venue B is provided and an appointment is made. The appointment that was made is registered in reservation management table 2 corresponding to call workflow 2. In call workflow 3, since there is insufficient user information, questions are asked about the missing information.

In addition, if none of the conditions are met, a rejection text email will be sent to an address based on the user information or via the referral site.

In this way, the inquiry response system 501 can perform automatic call processing with voice guidance tailored to the user through the automatic filtering function.

<Operations and Effects of the Third and Fourth Embodiments>
The following describes the features of the inventions extracted from the above-described embodiments, showing their effects as necessary. In the following, for ease of understanding, the corresponding configurations in the above-described embodiments are appropriately shown in parentheses, but the specific configurations shown in parentheses are not limited to these. In addition, the meanings and examples of terms described in each feature may be applied as the meanings and examples of terms described in other features described in the same wording.

According to the above configuration, the inquiry response device (server 402) includes a user information acquisition unit (external interface 423) that acquires user information including a user's telephone number input via an inquiry form;
An automatic call unit (automatic call unit 421A) that executes automatic call processing to the telephone number according to a call workflow created in advance;
It is characterized by having an AI (artificial intelligence) response unit (AI response unit 421C) that performs reply processing according to the user's request in response to a reply from the user.

This allows for immediate phone calls in response to inquiries received via the Internet from websites, etc., minimizing the loss of opportunities to contact users who make inquiries.

In addition, in the inquiry device, the inquiry form includes:
This is a bulk inquiry form where you can select multiple companies and make inquiries at the same time.
The user information acquisition unit,
The user information is acquired via an introduction site publishing device that provides the inquiry form.

This allows us to call and reach users before other companies do.

In the inquiry device, the AI response unit
When the reply of the user is an appointment request specifying a time, a reservation timetable registered in advance is checked, and if the appointment is possible, the appointment is confirmed and notified to the user, and the confirmed appointment is registered in the reservation timetable.

This allows appointments to be made automatically, eliminating the need for human intervention to confirm inquiries or make phone calls.

In the inquiry device, the automatic calling unit comprises:
Based on the user information,
The present invention is characterized in that one call workflow is selected from the plurality of call workflows to execute the automatic call processing.

This allows automatic filtering based on the user's conditions, and then automatic call processing can be performed using a call workflow that suits the user.

<Other embodiments>
In the above embodiment, the server 2 operates as an automatic call device, an AI response device, and a mail forwarding device, but the present invention is not limited to this. For example, the AI device may be a server with a separate configuration, and the server may perform automatic calls and mail forwarding.

In the above embodiment, the address information for connecting to the AI response unit 21C is sent as a short message or email to an email address, but the present invention is not limited to this. For example, the information may be sent to a message function of a social networking service (SNS) or a chat app. In addition, the short message availability field 155A on the inquiry form screen 151 is not required, and it may be set to, for example, "mobile phone number or email address." There are no restrictions on the items on the inquiry form 151, and input items (both required and optional) can be freely selected according to the information required for sales activities. In short, it is sufficient that at least a phone number that can be used for calls and a sending address that can be used for sending text data are input.

In the above embodiment, the AI response unit 21C is an AI operator that responds using voice and images, but the present invention is not limited to this. For example, it may be a chatbot that responds in chat format through text input.

In the above embodiment, the text box (TTS text box 185B) and the action material (TTS setting action 185A) are displayed in a connected manner, but the present invention is not limited to this. For example, the text box may be displayed in a pull-down menu, a separate window, a sub-window, etc., for the action material.
In the above embodiment, the automatic call unit 21A plays only a guide message to encourage connection to the AI response unit 21C, but the present invention is not limited to this. For example, the call may be connected to an operator terminal where an operator can respond, depending on the user's selection of the automatic response voice played by the automatic call unit during a call. This makes it possible to create a route that allows connection to an operator without going through the AI response unit.

In the fourth embodiment described above, multiple call workflows are provided, but the present invention is not limited to this. For example, automatic calling processing may be performed only on people who meet certain conditions (school name, academic background, company name). Conversely, a call center may call only people who meet certain conditions, and automatic calling processing may be performed for everyone else using the selected call workflow.

In the above embodiment, the server 2 as a call management device is configured by the memory unit 25 as a memory unit, the control unit 21 as a memory control unit, and the control unit 21 and external interface 23 as a call status transmission unit, but the present invention is not limited to this. It is possible to configure the call management device of the present invention by a memory unit, a memory control unit, and a call status transmission unit with various other configurations.

The present invention can be applied, for example, to sales activities using inquiry forms on websites.

2: Server 3: Operator terminal 4: User terminal 21: Control unit 21A: Automatic calling unit 21B: Address sending unit 21C: AI response unit 21D: CWF creation unit 23: External interface 25: Memory unit 101: Inquiry response system 151: Inquiry form screen 152: Name input field 153: Company name input field 154: Phone number input field 155: Email destination input field 155A: Short mail possible field 155B: Email address input field 156: Address input field 157: Inquiry content input field 158: Send button 161: AI operator screen 162: AI operator 163: Question button display field 163A: Question button 164: Voice input result field 181: CWF creation screen 182: Candidate material display field 182A: Candidate material 183: Selected material

Claims (14)

a user information acquisition unit that acquires user information including a user's phone number input via an inquiry form;
An automatic call unit that executes an automatic call process to the telephone number according to a call workflow created in advance;
An inquiry response device comprising an AI (artificial intelligence) response unit that performs reply processing according to a user's request in response to a reply from the user. The inquiry form is
This is a bulk inquiry form where you can select multiple companies and make inquiries at the same time.
The user information acquisition unit,
2. The inquiry response device according to claim 1, wherein the user information is acquired via an introduction site publishing device that provides the inquiry form. The early AI response section is
3. The inquiry response device according to claim 1, further comprising: when the user's reply is an appointment request specifying a time, a reservation timetable registered in advance is checked; if an appointment is possible, the appointment is confirmed and notified to the user; and the confirmed appointment is registered in the reservation timetable. The automatic calling unit includes:
Based on the user information,
3. The inquiry response device according to claim 1, further comprising: selecting one call workflow from a plurality of the call workflows to execute the automatic call processing. The AI response unit,
3. The inquiry response device according to claim 1, further comprising an operator connection unit for connecting a call to an operator terminal at which an operator can respond in response to a user's selection in response to the automatic response voice. The AI response unit,
Depending on the conversation with the user, the call is connected to an operator terminal where an operator can respond.
3. The inquiry response device according to claim 1 or 2. The AI response unit,
The inquiry response device according to claim 1 or 2, characterized in that the inquiry response device is an AI operator capable of responding by voice or a chatbot in a chat format. a call workflow creation unit that, when creating a call workflow in a flow chart format by combining materials, inputs text into a text box connected to a synthetic voice setting material that sets a synthetic voice among the materials;
a voice data generator for generating synthetic voice data based on the text in the text box;
3. The inquiry response device according to claim 1, further comprising: a program generation unit that inserts the voice data into a corresponding portion of a program that is associated with the synthetic voice setting material, and generates a program in accordance with a combination of the materials. For computers,
A user information acquisition step of acquiring user information including a phone number and contact information of the user inputted via the inquiry form;
An automatic call step of executing an automatic call process to the telephone number according to a call workflow created in advance;
An AI (artificial intelligence) response step that performs reply processing according to the user's request in response to a reply from the user. A user information acquisition step of acquiring user information including a phone number and contact information of the user inputted via the inquiry form;
An automatic call step of executing an automatic call process to the telephone number according to a call workflow created in advance;
An AI (artificial intelligence) response step of performing reply processing according to the user's request in response to a reply from the user. a user information acquisition unit that acquires user information including a user's phone number and contact information inputted via an inquiry form;
An automatic call unit that executes an automatic call process to the telephone number according to a call workflow created in advance;
An inquiry response system comprising: an AI (artificial intelligence) response unit that performs reply processing according to a user's request in response to a reply from the user. The call workflow creation unit
Enter text into the text box associated with the action material that you want to send text to,
The program generation unit
3. The program generation system according to claim 1, further comprising: inserting the text into a corresponding portion of a program associated with an action material for transmitting the text; and generating a program according to a combination of the materials. An AI (artificial intelligence) response unit capable of responding to user questions;
When a user's phone number and contact information are provided via the inquiry form, a call is made to the phone number according to a pre-created call workflow;
An automatic calling unit that prompts access to the AI response unit;
An inquiry response device characterized by having an address sending unit that sends address information of the AI response unit in response to at least one of a telephone number and contact information entered into the inquiry form. For computers,
a call workflow creation step of inputting text into a text box associated with the action material for setting a synthetic voice when creating a call workflow in a flow chart format by combining the action material representing an action with an order determination material for determining an order;
a voice data generating step of generating synthetic voice data based on the text in the text box;
and a program generating step of inserting the voice data into a corresponding portion of a program associated with an action material for setting the synthetic voice, and generating a program in accordance with the combination of the materials.

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