JP4124316B2 - Response support apparatus, response support system, computer program, and recording medium - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
  INDUSTRIAL APPLICABILITY The present invention is used in a reception support apparatus that supports reception, a reception support system using the apparatus, and the system.Response supportA computer program for realizing the apparatus, andThatA response support device and response support system for supporting a telephone call such as an inquiry from a consumer regarding a recording medium on which a program is recorded,The present invention relates to a computer program and a recording medium.
[0002]
[Prior art]
Part of the consumer service is a response method in which the person in charge responds to phone calls from consumers such as changing the contents of mobile phone contracts, confirming functions, and various inquiries, etc., using a booklet such as an operation manual. As popular.
[0003]
When responding to a consumer's opinion, such as sending a mischievous e-mail to a mobile phone, the responding person in charge records the contents using a method such as a memo and manages the person in charge The manager who confirms it is operating to reflect in various services.
[0004]
In addition, each person in charge responds to the booklet used for the reception by showing precautions such as a sticky note and a handwritten memo so that each person in charge can make a better response to the consumer.
[0005]
In addition, when telephone contact is made from the same consumer at intervals, in order to perform a smooth reception, in order to identify the person in charge who has previously responded, information for identifying the person in charge to be identified on the placard Various ideas have been made, such as filling in and raising.
[0006]
[Problems to be solved by the invention]
However, in the conventional method of dealing with a booklet, since the act of searching for the desired content is not efficient, it is not possible to respond promptly, especially when the person in charge is a beginner. There is a problem that even a remark cannot be performed sufficiently.
[0007]
In addition, the information necessary for the reception is changing every moment, and correcting the booklet each time and distributing it to the person in charge has various problems such as cost, work amount, and time.
[0008]
Furthermore, in order to reflect consumer opinions on various services, when recording the contents, there is a problem that the items to be recorded may be forgotten and the opinions themselves may not be transmitted. There is a problem that work efficiency is poor because items that are not present are recorded.
[0009]
In addition, there is a problem that it is not an efficient method for actions such as the recording of precautions by a method such as a sticky note and a memo and the contact by a placard.
[0010]
  The present invention has been made in view of such circumstances, and a response support device using a client computer is introduced, and the received response support device outputs a plurality of identification names of response contents, and the response to be processed. When the selection of the identification name of the content is accepted, the response procedure, the content of the speech to be spoken, and the work content accompanying the speech are output side by side, so that the act of searching for the desired response content can be performed efficiently and promptly. Even if the person in charge is a beginner, it is possible to respond accurately with smooth speech, and it is easy to revise information such as the procedure, speech content, and work content Response support device, response support system using the device, and used in the systemResponse supportA computer program for realizing the apparatus, andThatThe main purpose is to provide a recording medium on which the program is recorded.
[0011]
Furthermore, in the present invention, the consumer's opinion can be recorded and managed so as to be reflected in various services. Especially when the content of the opinion is recorded, the first item used for the classification of the response content is input, and the input first item is input. By limiting the items that should be entered, such as displaying only the second item that is closely related to one item, you will not forget to record the items that need to be recorded. Since there is no need to record items that do not have a problem, it is another object to provide a response support apparatus that can improve work efficiency.
[0012]
Also, in the present invention, it is possible to respond efficiently by attaching pasting information such as text and links to other items to any part of the output image and showing it as a caution. Another object is to provide a device or the like.
[0013]
In the present invention, for example, when there is a telephone contact from the same consumer at an interval, in order to identify the person in charge who has previously responded, the information provided with attributes such as the department in charge is managed in the reception support device By sending information to the management device using the server computer and transmitting information only to the response support device corresponding to the attribute assigned by the management device, it is possible to efficiently identify the person in charge who has previously responded Another purpose is to provide a response support system.
[0014]
[Means for Solving the Problems]
  The response support apparatus according to the first aspect of the present invention is a response support apparatus for supporting a response, a means for outputting an identification name of a plurality of response contents, a means for receiving a selection from among the output identification names of a plurality of response contents, Parallel output means for arranging and outputting the speech content to be remarked at the time of the response regarding the received response content and the work content accompanying the speech;Indicated by means for outputting a re-output identification name indicating re-output of remark output contents and work contents output previously, means for receiving input of output re-output identification name, and received re-output identification name Means for outputting the contents of the remarks and the work contents side by side;It is characterized by providing.
[0015]
  In the response support apparatus according to the first aspect of the present invention, the response support apparatus using the client computer accepts selection of the identification name of the response content to be addressed, and speaks during the response regarding the response content indicated by the received response content identification name. By arranging and outputting the content of the remarks that should be performed and the work content that accompanies the remarks, it is possible to efficiently and promptly respond to actions such as searching for the desired response contents, even if the person in charge of the response is a beginner, It is possible to respond accurately with smooth speech, and it is possible to easily correct information such as speech content and work content.In addition, by automatically creating a link for re-outputting the content of remarks and work previously supported by a simple operation, it is possible to perform various responses such as repeated responses flexibly.
[0016]
According to a second aspect of the present invention, in the first aspect of the present invention, the parallel output means is characterized in that the parallel output means are arranged to output the reception procedures related to the received response contents.
[0017]
In the response support apparatus according to the second aspect of the present invention, by outputting the response procedure, it is possible to perform an accurate response even if the person in charge of response is a beginner.
[0020]
  First3The response support apparatus according to the invention is the first invention.OrFirst2DepartureClearlyMeans for accessing a first table for recording a relationship between a first item for classifying contents of response and a plurality of second items different from the first item; means for requesting input of the first item; Means for receiving input of an item; means for extracting a second item having a predetermined relationship with the input first item based on the first table; means for requesting input of the extracted second item; And means for recording the response contents in association with the first item and the second item.
[0021]
  First3In the response support apparatus according to the invention, in order to reflect the consumer's opinion on various services, the consumer's opinion is used to classify the contents of the response, such as “fee”, “terminal function / failure”, “radio wave condition”, etc. The first item and the second item such as “fee service”, “model”, and “time zone” are recorded in association with the contents of the response, and after receiving the input of the first item, the first item and the second item Based on the first table that records the relationship between items, only the items that should be recorded in the second item such as contract details and categories are displayed. It is not necessary to record items that do not need to be recorded and work efficiency can be improved.
[0022]
  First4The response support apparatus according to the invention includes the first invention to the first invention.3In any one of the inventions, means for receiving an input indicating an arbitrary portion of an image indicating output information, means for receiving an input of paste information to be pasted at the received location, and indicating the paste information that has received the input And a means for outputting to the designated location.
[0023]
  First4In the response support apparatus according to the invention, pasting information such as texts and links to other items is affixed to arbitrary places and shown as cautions, so that a better response can be made efficiently to the consumer who is the counterpart It is possible to
[0024]
  First5The response support system according to the invention includes the first invention to the first invention.4A plurality of reception support devices according to any one of the inventions, and a management device that manages the reception support devices.
[0025]
  First5In the service support system according to the invention, various information support devices are connected by a communication network such as a LAN and managed by a management device using a server computer, so that various information can be shared. It is possible to conduct business.
[0026]
  First6The response support system according to the invention is the first5In the present invention, the response support device is assigned a device attribute, and receives a selection of the device attribute, and a device receives an input of transmission information to be transmitted to the response support device assigned the selected device attribute. And means for transmitting the device attribute information indicating the selected device attribute and the input transmission information to the management device, wherein the management device corresponds to the specific information and the device attribute information for identifying the response support device Means for accessing the second table to be recorded, means for extracting the specific information corresponding to the received device attribute information from the second table, and received the response support device specified by the extracted specific information Means for transmitting transmission information.
[0027]
  First6In the response support system according to the invention, the transmission information assigned with the device attribute such as the section in charge is transmitted to the management device, and is transmitted only to the response support device corresponding to the device attribute assigned from the management device. By outputting from the response support device, for example, when there is a telephone contact from the same consumer at an interval, it is possible to provide a usage method for efficiently identifying the person in charge who has previously responded. It is possible to improve the efficiency of the entire business.
[0032]
  First7A computer program according to the invention is a computer program for supporting a response in a computer, a procedure for causing the computer to output a plurality of response content identification names, and a computer from among the plurality of response content identification names output. A procedure for accepting the selection, and a procedure for causing the computer to output, in parallel, the content of the speech that should be spoken when responding to the received content and the work content associated with the speech., A procedure for causing the computer to output a re-output identification name indicating re-output of the remarks and work contents that have been output previously, a procedure for causing the computer to accept the input of the output re-output identification name, A procedure for outputting the contents of the remarks and work indicated by the received re-output identification name side by side, andIt is characterized by including.
[0033]
  First7In the computer program according to the invention, when executed on a computer such as a client computer, the computer operates as a response support device. Therefore, the content of statements and statements to be made at the time of the response regarding the response content indicated by the identification name of the received response content By arranging and outputting the work contents associated with the system, it is possible to efficiently and promptly respond to actions such as searching for the desired response contents. In addition, it is possible to easily correct information such as the contents of speech and work.In addition, by automatically creating a link for re-outputting the content of remarks and work previously supported by a simple operation, it is possible to perform various responses such as repeated responses flexibly.
[0036]
  First8The computer-readable recording medium according to the invention is a computer-readable recording medium in which a computer program for supporting the response is recorded in the computer. , The procedure that allows the computer to accept a selection from among the identifiers of the plurality of response contents that have been output, and the utterance content that should be made when responding to the received response content, and the work content associated with the utterance The procedure to output, A procedure for causing the computer to output a re-output identification name indicating re-output of the remarks and work contents that have been output previously, a procedure for causing the computer to accept the input of the output re-output identification name, A procedure for outputting the contents of the remarks and work indicated by the received re-output identification name side by side, andThe computer program containing is recorded.
[0037]
  First8In the computer-readable recording medium according to the invention, the computer operates as a response support apparatus by executing the recorded computer program on a computer such as a client computer. By arranging and outputting the message contents that should be spoken during the answering process and the work contents associated with the comments, the actions such as searching for the desired answering contents can be handled efficiently and promptly. Even if the person is a beginner, it is possible to perform an accurate response with smooth speech, and it is possible to easily correct information such as speech content and work content.In addition, by automatically creating a link for re-outputting the content of remarks and work previously supported by a simple operation, it is possible to perform various responses such as repeated responses flexibly.
[0038]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, the present invention will be described in detail with reference to the drawings illustrating embodiments thereof.
FIG. 1 is an explanatory diagram conceptually showing the reception support system of the present invention.
In the figure, reference numeral 10 denotes a management apparatus using a server computer used in the service support system of the present invention. The management apparatus 10 is connected to a communication network NW such as a LAN, and a client computer is connected via the communication network NW. It communicates with the used response support devices 20, 20,.
The response support devices 20, 20,... Respond to telephone calls from consumers, such as changes in cellular phone contracts, additions of functions, changes in fee payment methods, and various inquiries such as confirmation of functions. The responding person in charge operates, and the management device 10 manages functions such as communication.
[0039]
In addition, the communication network NW is connected to an information recording device 30 that can be accessed from the management device 10 and the response support devices 20, 20,. ing.
[0040]
FIG. 2 is a block diagram showing the configuration of the reception support system of the present invention.
The management apparatus 10 includes information such as a computer program PG1 and data from a CPU 11 that controls the entire apparatus, a computer program PG1 for the management apparatus of the present invention, and a recording medium REC1 such as a CD-ROM that records information such as data. Auxiliary storage means 12 such as a CD-ROM drive for reading information, a computer program PG1 read by the auxiliary storage means 12 and a recording means 13 such as a hard disk for recording information such as data, a RAM 14 for storing information, and a communication network NW Communication means 15 for connection is provided.
The server computer operates as the management apparatus 10 of the present invention by reading information such as the computer program PG1 and data from the recording means 13, storing it in the RAM 14, and executing it by the CPU 11.
[0041]
The response support apparatus 20 includes a CPU 21, auxiliary storage means 22 for reading information such as the computer program PG2 and data from the recording medium REC2 storing information such as the computer program PG2 and data for the response support apparatus of the present invention, and recording. Means 23, RAM 24, input means 25 such as a mouse and keyboard, output means 26 such as a monitor, and communication means 27 are provided.
The information such as the computer program PG2 and data is read from the recording means 23, stored in the RAM 24, and executed by the CPU 21, whereby the client computer operates as the response support apparatus 20 of the present invention.
[0042]
The information recording device 30 includes a CPU 31, a recording unit 32, a RAM 33, and a communication unit 34, and a part of the recording area of the recording unit 32 includes a plurality of second items different from the first item and the first item for classifying the response content. The first table 30a for recording the relationship between items, the second table 30b for recording the specific information for specifying the response support device 20 and the device attribute information indicating the attribute assigned to the response support device 20, and the identification of the response contents Various tables and databases such as name, response procedure, message content to be remarked, and response database 30c for recording the work content associated with the message in association with each other, paste information database 30d for recording paste information to be output from the response support device 20 Various tables and databases used in response to requests from devices such as the management device 10 and the response support device 20 Access to the recording / reading information.
Instead of installing the information recording device 30 for recording various tables and databases, a part of the recording area of the management device 10 may be used as various tables and databases.
[0043]
FIG. 3 is an explanatory diagram conceptually showing the recorded contents of the first table 30a provided in the information recording device 30 used in the reception support system of the present invention.
The first table 30a includes first items such as “fee”, “terminal function / failure”, and “radio wave condition” that classify the response contents indicating the breakdown of responses such as opinions, orders, and inquiries from consumers. And second items such as “charge service”, “model”, and “product service” are recorded in association with each other.
[0044]
FIG. 4 is an explanatory diagram conceptually showing the recorded contents of the second table 30b provided in the information recording apparatus 30 used in the reception support system of the present invention.
In the second table 30b, attributes such as a section in charge are associated with specific information such as a device number and an employee number (a contact person ID) for specifying the reception support device 20 or a contact person who operates the reception support device 20. Device attribute information (person-in-charge attribute information) is recorded.
[0045]
When using specific information for identifying the person in charge, such as an employee number, the person in charge is identified by a combination of the employee number and password in order to prevent unauthorized access such as impersonation.
The person in charge is identified by an authentication process in which the combination of the employee number and password transmitted as the specific information from the response support apparatus 20 is compared with the information recorded in the second table 30b, and the authentication process is performed. After that, the person in charge who operates the person-in-service support apparatus 20 that is the transmission source of the specific information is regarded as an authorized person in charge of the reception.
[0046]
In addition, when using specific information for specifying a device such as a device number, information such as a MAC address and an IP address is used as the specific information, and it is assumed that the response support device 20 is operated by a specific person in charge. It is said.
[0047]
That is, in the present invention, any one of the specific information for identifying the person in charge of the service and the specific information for identifying the service support apparatus 20 may be used, and it is determined which one is to be used according to the operation mode. Good.
In the following description, for example, a word like specifying device is used as device attribute information, but it goes without saying that it may be read as response person attribute information specifying a person in charge.
[0048]
FIG. 5 is an explanatory diagram conceptually showing the recorded contents of the pasting information database 30d provided in the information recording device 30 used in the reception support system of the present invention.
The pasting information is information that is output to a location desired by the person in charge in the image output from the staffing support apparatus 20, and the pasting information database 30d includes specific information that specifies the person in charge of the staffing support 20 or the person in charge. In association with, information such as position information indicating the position to be output and pasting information is recorded as a record.
Note that information indicating an image to be output and information indicating a position on the image are recorded as the position information, and information such as link information as well as text information may be used as the pasting information.
[0049]
Next, the response support process of the response support apparatus 20 used in the response support system of the present invention will be described with reference to the flowchart shown in FIG.
The person in charge responds to the telephone call from the consumer by operating the response support device 20.
The response support apparatus 20 identifies a plurality of response content identification names corresponding to items selected from items such as “short mail service” and “catch phone service” output as an initial screen, for example, “short mail service”. Is output (S101).
The items to be selected have a hierarchical structure, and the response contents indicate contents recorded as information on the lowest layer of the hierarchical structure.
[0050]
The person in charge of the response selects an identification name related to the telephone contact from the consumer from among the plurality of identification names of the output contents (contents), and inputs the selected identification name.
The response support device 20 receives selection of an identification name (S102), and extracts from the response database 30c the response procedure related to the response content indicated by the received identification name, the content of the speech to be spoken during the response, and the work content associated with the speech ( S103), the extracted reception procedure, the content of the speech to be spoken during the response, and the work content accompanying the speech are output side by side (S104).
[0051]
FIG. 7 is an explanatory diagram showing an image output from the response support apparatus 20 of the present invention.
As shown in FIG. 7, an image output to support reception is output using a browsing software program (hereinafter referred to as a browser), and includes an identification name, a response procedure (flow), and a message content (talk). The fields for outputting information such as work contents are divided by frames.
In the upper column in the figure, images showing identification names of a plurality of response contents are shown. In the example shown in FIG. 7, a situation where “new contract” is selected as the response content from “Short Mail Service” is shown. The lower left column shows the procedure for dealing with a new short mail contract, the lower middle column shows the content of the statement that should be made at the time of the contract, and the lower right column shows the work content associated with the statement. Yes.
[0052]
The person in charge of the response responds to the consumer by speaking the content of the message to be spoken that is output from the response support device 20 according to the response procedure.
Since consumers may ask questions based on various operation manuals attached at the time of purchase of the product, the predetermined identification name shown in the upper column, for example, “Very Guidebook” is indicated. By inputting, the contents of the operation manual are output from the browser, and the output of the operation manual can be output to any page of any version. It can be performed.
[0053]
Next, the re-output process of the reception support apparatus 20 used in the reception support system of the present invention will be described using the flowchart shown in FIG.
In step S104, when the response contents such as the response procedure, the message content, and the work content are output, the output image (shortcut) for re-outputting the response procedure, the message content, and the work content is output again. Is output on the screen as an identification name (S201).
The output identifier for re-output is output continuously until the response is completed even if another hierarchy is selected after output. Input for specifying the output identifier.
The response support apparatus 20 receives an input indicating a re-output identification name indicating the re-output of the response content that has been output previously (S202), and responds to the response procedure related to the response content indicated by the received re-output identification name. The message contents to be sent and the work contents associated with the messages are extracted from the response database 30c (S203), and the extracted response procedures, message contents, and work contents are output side by side (S204).
[0054]
Instead of extracting from the response database 30c in step S203, the contents may be stored in the RAM 24 at the time of output shown in step S104, and the contents stored in the RAM 24 may be output.
In FIG. 7, the images shown as “Short Mail Service—Overview” and “Information” indicate the re-output identification names.
[0055]
Next, the reception information recording process of the management apparatus 10 and the reception support apparatus 20 used in the reception support system of the present invention will be described using the flowchart shown in FIG.
Operation to record the information to record the opinion information indicating the requests, questions, complaints, etc. regarding the response and reflect it in various services after the response person has completed the response to the consumer. I do.
As an operation, an initial screen for recording opinion information is output.
The response support apparatus 20 outputs an image requesting input for selecting the first item as an initial screen (S301).
[0056]
The person in charge of response selects the first item corresponding to the opinion information to be recorded from among the choices of the first item such as “charge”, “terminal function / failure”, and “radio wave condition” that are output. I do.
The reception support device 20 receives an input to be selected by the first item (S302), accesses the first table 30a (S303), and based on the relationship with the first item shown in the first table 30a, “fee service” ”,“ Model ”,“ time zone ”, etc., the second item related as the essential record item is extracted corresponding to the first item that has received the input (S304), and extracted. The input of the second item is requested (S305).
[0057]
The person in charge inputs the second item and opinion information in response to the output request for input.
The response support apparatus 20 receives input of the second item and opinion information (S306), and records the input first item, second item, and opinion information in a database that records the opinion information (S307).
The management device 10 or the information recording device 30 is used as a database for recording opinion information.
[0058]
10 and 11 are explanatory diagrams showing images output from the response support apparatus 20 of the present invention.
In FIG. 10, “Radio wave status” is selected in the first item shown as a breakdown, and “model”, “time zone”, and second items extracted based on the relationship with the first item are Items such as “applicable area” are shown.
Further, in FIG. 11, “response” is selected in the first item shown as a breakdown, and “response date”, “window”, etc. are extracted as the second item extracted based on the relationship with the first item. Items are shown.
Items to be input differ depending on the first item selected in this way.
[0059]
The items such as “Receiving phone calls” and “Customer name” that are output above are items that require input that does not depend on the first item, and “Customer feedback” that is output below Items such as “content” and “remarks” are fields for inputting opinion information.
The person in charge responds to the first item, second item, and opinion information fields, and the recorded opinion information is recorded and managed based on the input information. It can be output from various devices such as the response support device 20 connected to the NW.
[0060]
Next, the paste information pasting process of the reception support apparatus 20 used in the reception support system of the present invention will be described with reference to the flowchart shown in FIG.
When the person in charge of the request wishes to record the notes at the time of answering while outputting the response support image shown in FIG. 7, an operation of pasting the notes as the pasting information at an arbitrary position in the output column is performed.
As an operation, in the column for outputting the content of the message to be remarked and the content of the operation, an input for indicating an arbitrary place where the paste information is desired to be pasted, specifically, the input means 25 such as a mouse is operated. Then, an input for superimposing a cursor linked with an operation of the input unit 25 on a desired location is performed, and an input for pressing a predetermined button provided in the input unit 25 is performed.
The reception support device 20 receives an input indicating an arbitrary location (S401), and outputs a pasting information input request for requesting input of pasting information to be pasted to the received location (S402).
[0061]
The person in charge confirms the request for inputting the pasting information and inputs the pasting information.
The reception support device 20 receives input of pasting information (S403), and records the received pasting information in the pasting information database 30d in association with the location received in step S401 (S404).
In the pasting information database 30d, the position information indicating the position to be output received in step S401 and the pasting information received in step S403 are recorded as records in association with the specific information.
[0062]
In the subsequent processing, when outputting the image in which the position information is recorded by the reception support device 20 to which the specific information recorded in the pasting information database 30d is given, the specific information and the positional information from the pasting information database 30d. The paste information associated with is extracted (S405), and the extracted paste information is output to the position indicated by the position information (S406).
[0063]
FIG. 13 is an explanatory diagram showing an image output from the response support apparatus 20 of the present invention. FIG. 13 shows a state in which the paste information extracted from the paste information database 30d is output in step S406.
Note that as the pasting information, not only text information but also various information such as link information used for outputting other pages and an image imitating an arrow used for marking are used.
[0064]
Next, attribute assignment processing of the management device 10 and the response support device 20 used in the response support system of the present invention will be described using the flowchart shown in FIG.
When there is a telephone contact from the same consumer at an interval, and a person in charge who is different from the previous person contacts, a person in charge who has previously responded is identified and an operation to take over the response is performed.
As an operation to take over the response, in order to identify the person in charge who has previously responded, identify the device attribute such as the department in charge of the previous person in charge from the conversation with the consumer, and the identified device attribute Is selected and transmission information to be transmitted is input to the person in charge who is assigned the specified device attribute.
Here, the term “device attribute” is used as an attribute assigned to the reception support device 20, but an employee attribute may be used as an attribute assigned to the person in charge of the reception.
The response support device 20 receives selection of device attribute information (S501), further receives input of transmission information to be transmitted to the response support device 20 to which the selected device attribute is assigned (S502), and selects the selected device attribute. The information and the input transmission information are transmitted to the management apparatus 10 (S503).
[0065]
The management device 10 receives the device attribute information and the transmission information (S504), accesses the second table 30b, extracts specific information corresponding to the received device attribute information from the second table 30b (S505), and extracts it. The received transmission information is transmitted to the reception support device 20 specified by the specified information (S506).
As a result, the transmission information is transmitted to the reception support apparatuses 20, 20,... Operated by all the reception persons belonging to the section in charge indicated by the apparatus attribute.
[0066]
The reception support device 20 receives the transmission information (S507), and the received transmission information is output (S508).
Since the transmission information output at this time is output to the foremost layer of the output screen, the corresponding reception person can recognize the output transmission information and immediately take over the consumer's reception .
Further, since the reception support device 20 that receives the transmission information becomes the reception support device 20 to which the selected device attribute information is assigned, even if it is the same device as the reception support device 20 that transmits the transmission information, it is a different device. There are some cases.
[0067]
FIG. 15 is an explanatory diagram showing an image output from the response support apparatus 20 of the present invention.
FIG. 15 shows an image in a state where transmission information is output in step S508, and “first MB person in charge” is displayed as “department in charge” in the column “select destination” output as a dialog. It is selected as the device attribute information, and the transmission information is shown in the column labeled “Message”.
And even if you are doing some work, it is output to the foremost layer, so the person in charge will not miss it.
It should be noted that the present invention can be applied to various uses not only when calling a person in charge who has previously responded, but also when specifying a person in charge having a specific attribute.
[0068]
In the above-described embodiment, the form in which the response procedure, the content of the remark, and the work content are output in the same window has been described. However, the present invention is not limited to this, and the output is performed in different windows, and the windows are overlapped You may make it output in order according to a direction.
[0069]
【The invention's effect】
  As described above in detail, the service support apparatus and the service support system according to the present invention.,In computer programs and recording media, a response support device using a client computer connected to a communication network such as a LAN outputs a plurality of response content identification names and accepts selection of response content identification names to be received If a response is received, it will be possible to efficiently and quickly search for the desired response content by examining the response method for the identifier of the received response content, outputting the message content to be said, and the work content associated with the statement. Even if the person in charge is a beginner, it is possible to respond accurately with smooth speech and make it easy to correct information such as speech content and work content. It is possible to achieve an excellent effect.
[0070]
In the present invention, in order to reflect the consumer's opinion on various services, the first item such as “fee”, “terminal function / failure”, “radio wave condition”, etc. used to classify the content of the consumer's opinion. , And the second items such as “charge service”, “model”, and “time zone” are recorded in association with the contents of the response, and after receiving the input of the first item, the first item and the second item Based on the relationship, the items to be recorded are changed by changing the output method of the input field so that the items that should be recorded in the second item such as contract contents and classification are displayed in red. Since there is no need to record items that do not need to be recorded because there is no omission due to forgetting to record, it is possible to improve work efficiency and the like.
[0071]
Furthermore, in the present invention, by sticking pasting information such as text and links to other items at arbitrary locations, and indicating them as precautions, a better response can be made to the consumer who is the counterpart. There are excellent effects such as being able to be efficient.
[0072]
In the present invention, a plurality of response support devices are connected by a communication network such as a LAN and managed by a management device using a server computer, so that various types of information can be shared. It has excellent effects such as being able to be performed.
[0073]
Moreover, in the present invention, the transmission support information to which the device attribute such as the section in charge is assigned is transmitted to the management device, and is transmitted only to the response support device corresponding to the device attribute assigned by the management device, and the received response support device is transmitted. For example, when there is a telephone contact from the same consumer at an interval, it is possible to provide a usage method for efficiently identifying the person in charge who has previously responded. It has excellent effects, such as being able to improve business efficiency.
[Brief description of the drawings]
FIG. 1 is an explanatory view conceptually showing a reception support system of the present invention.
FIG. 2 is a block diagram showing a configuration of a reception support system according to the present invention.
FIG. 3 is an explanatory diagram conceptually showing recorded contents of a first table provided in an information recording apparatus used in the reception support system of the present invention.
FIG. 4 is an explanatory diagram conceptually showing recorded contents of a second table provided in the information recording apparatus used in the reception support system of the present invention.
FIG. 5 is an explanatory diagram conceptually showing the recorded contents of a pasting information database provided in the information recording device used in the reception support system of the present invention.
FIG. 6 is a flowchart showing a response support process of a response support apparatus used in the response support system of the present invention.
FIG. 7 is an explanatory diagram showing an image output from the reception support apparatus of the present invention.
FIG. 8 is a flowchart showing a re-output process of the reception support apparatus used in the reception support system of the present invention.
FIG. 9 is a flowchart showing a management apparatus and a reception information recording process of the reception support apparatus used in the reception support system of the present invention.
FIG. 10 is an explanatory diagram showing an image output from the reception support apparatus of the present invention.
FIG. 11 is an explanatory diagram showing an image output from the reception support apparatus of the present invention.
FIG. 12 is a flowchart showing an affixing information pasting process of a reception support device used in the response support system of the present invention.
FIG. 13 is an explanatory diagram showing an image output from the reception support apparatus of the present invention.
FIG. 14 is a flowchart showing attribute assignment processing of the management device and the response support device used in the response support system of the present invention.
FIG. 15 is an explanatory diagram showing an image output from the reception support apparatus of the present invention.
[Explanation of symbols]
10 Management device
20 Response support device
30 Information recording device
30a first table
30b Second table
30c Response database
30d Paste information database
NW communication network
PG1, PG2 computer program
REC1, REC2 recording medium

Claims (8)

In a response support device that supports response,
A means for outputting a plurality of identifiers of response contents;
Means for accepting a selection from among the output identification names of the plurality of response contents;
And parallel output means for arranging the work associated with the speech content and speech to be speech output when answering about answering content reception,
Means for outputting a re-output identification name indicating re-output of the content of remarks and work previously output;
Means for accepting the input of the output re-output identification name;
A response support apparatus comprising: means for arranging and outputting a statement content and a work content indicated by the received re-output identification name .   The reception support apparatus according to claim 1, wherein the parallel output unit is configured to output the reception procedures related to the received reception contents side by side. Means for accessing a first table for recording a relationship between a first item for classifying response contents and a plurality of second items different from the first item;
Means for requesting input of the first item;
Means for receiving input of the first item;
Means for extracting a second item having a predetermined relationship with the inputted first item based on the first table;
Means for requesting input of the extracted second item;
Answering support device according to claim 1 or claim 2, characterized in that it comprises a means for recording the answering contents in association with the first item and the second item is entered. Means for receiving an input indicating an arbitrary portion of the image indicating the information being output;
Means for accepting input of pasting information to be pasted on the accepted location;
The response support apparatus according to any one of claims 1 to 3 , further comprising: means for outputting the pasting information that has received the input to an instructed location. A plurality of response support devices according to any one of claims 1 to 4 ,
A response support system comprising: a management device that manages the response support device. The response support device includes:
Device attribute is given,
Means for accepting selection of device attributes;
Means for accepting input of transmission information to be transmitted to the reception support device given the selected device attribute;
Means for transmitting device attribute information indicating the selected device attribute and the input transmission information to the management device,
The management device
Means for accessing a second table that records the identification information for identifying the response support device and device attribute information in association with each other;
Means for extracting from the second table specific information corresponding to the received device attribute information;
6. The reception support system according to claim 5 , further comprising means for transmitting the received transmission information to the reception support device specified by the extracted specific information. In a computer program that allows a computer to support a response,
A procedure for causing a computer to output a plurality of identification names of response contents;
A procedure for causing the computer to accept a selection from among the plurality of output response names,
A procedure for causing the computer to output the contents of the speech to be remarked and the work content associated with the remarks in response to the received response contents ;
A procedure for causing the computer to output a re-output identification name indicating re-output of the remark output content and work content previously output;
A procedure for allowing the computer to accept the output re-output identification name,
A computer program comprising a procedure for causing a computer to output the contents of speech and work indicated by the received re-output identification name side by side . In a computer-readable recording medium in which a computer program for supporting reception is recorded in a computer,
A procedure for causing a computer to output a plurality of identification names of response contents;
A procedure for causing the computer to accept a selection from among the plurality of output response names,
A procedure for causing the computer to output the contents of the speech to be remarked and the work content associated with the remarks in response to the received response contents ;
A procedure for causing the computer to output a re-output identification name indicating re-output of the remark output content and work content previously output;
A procedure for allowing the computer to accept the output re-output identification name,
A computer- readable recording medium, wherein a computer program including a procedure for causing a computer to output a message content indicated by a received re-output identification name and a work content side by side is recorded.

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