JP7297730B2 - Information processing system, information processing method, and program - Google Patents

Description

The present disclosure relates to an information processing system, an information processing method, and a program.

In recent years, technologies related to customer support have been developed that use chat to respond to inquiries from users. Patent Literature 1 discloses a contact center system in which a user terminal makes an IP phone call or chat with a message containing inquiry content, and one of a plurality of operator terminals 7 responds to the call. ing.

Patent Literature 1 describes that with the configuration described above, the contact center side can immediately grasp the specific contents of a user's inquiry, and the user's trouble can be reduced.

JP 2016-082507 A

Here, in the contact center system described in Patent Document 1, it is necessary for the user to describe the details of the inquiry as a message in advance. However, some users do not know the details of the inquiry, and therefore wish to solve the problem while receiving support from an operator. Further, in the contact center system described in Patent Document 1, a user cannot send a message unless he or she knows the contact center address or the like. In such a case, the user first makes an inquiry to the contact center by telephone.

However, in customer support over the phone, (1) it is necessary to wait with the phone connected when the phone is busy, and (2) even if you disconnect and call again, it is necessary to know when it is not busy. In addition, (3) even if the call lasts a long time, in order to obtain a prompt reply to the inquiry, there is a problem that the call cannot be disconnected in the middle.

The present disclosure has been made in view of the above problems, and provides information processing that can reduce the user's trouble and waiting time by responding and notifying the user who made an inquiry by telephone by using a chat system. An object is to provide a system, an information processing method, and a program.

In one embodiment of the present disclosure, the program comprises a storage unit that associates and stores a telephone number and user identification information for a message service, a message transmission request that includes the telephone number, a terminal with the telephone number, and an external device. Alternatively, a first receiving unit that receives information generated based on a call between an external device and a connected terminal from the external device, and user identification information corresponding to the telephone number included in the message transmission request as the destination. and information indicating that the message transmission request is not accepted when the user identification information corresponding to the telephone number included in the message transmission request does not exist. to the external device.
In one embodiment of the present disclosure, the program comprises a storage unit that associates and stores a telephone number and user identification information for a message service, a message transmission request that includes the telephone number, a terminal with the telephone number, and an external device. Alternatively, a first receiving unit that receives information including the content of a call between an external device and a connected terminal from the external device, and the user identification information corresponding to the telephone number included in the message transmission request as the destination. and information indicating that the message transmission request cannot be accepted when there is no user identification information corresponding to the telephone number included in the message transmission request. It functions as a second transmission unit that transmits to the device.

In one embodiment of the present disclosure, a server device includes a storage unit that associates and stores a telephone number and user identification information for a message service, a message transmission request that includes the telephone number, a terminal with the telephone number, an external device, or an external device. A first receiving unit that receives from an external device information generated based on a call between the terminal and the connected terminal ; A first transmission unit that transmits a message using the generated information; and a second transmitter for transmitting to.
In one embodiment of the present disclosure, a server device includes a storage unit that associates and stores a telephone number and user identification information for a message service, a message transmission request that includes the telephone number, a terminal with the telephone number, an external device, or an external device. a first receiving unit for receiving information including the content of a call between a terminal and a connected terminal from an external device; a first transmission unit that transmits a message using the information included in the message transmission request; and a second transmission unit that performs the transmission.

In one embodiment of the present disclosure, the system includes a storage unit that associates and stores a telephone number and user identification information for a message service, a message transmission request that includes the telephone number, a terminal with the telephone number, an external device, or an external device. A first receiving unit that receives information generated based on a call with a connected terminal from an external device, and user identification information corresponding to the telephone number included in the message transmission request as a destination a first transmission unit for transmitting a message using the received information ; and information indicating that the message transmission request is not accepted when there is no user identification information corresponding to the telephone number included in the message transmission request to the external device. and a second transmitter for transmitting.
In one embodiment of the present disclosure, the system includes a storage unit that associates and stores a telephone number and user identification information for a message service, a message transmission request that includes the telephone number, a terminal with the telephone number, an external device, or an external device. A first receiving unit that receives information including the content of a call between a connected terminal and the content of the call from an external device; a first transmission unit that transmits a message using the information; and information indicating that the message transmission request is not accepted when the user identification information corresponding to the telephone number included in the message transmission request does not exist is transmitted to the external device. and a second transmitter.

According to the present disclosure, it is possible to provide an information processing system or the like that can respond or notify a user who has made an inquiry by telephone using an instant messaging system, thereby reducing the user's time and effort and waiting time.

1 is a diagram illustrating a configuration example of a system according to an embodiment of the present disclosure; FIG. 1 is a diagram illustrating a configuration example of a system according to a first embodiment of the present disclosure; FIG. FIG. 2 is a diagram showing a configuration example of a center server according to the first embodiment of the present disclosure; FIG. 3 is a diagram illustrating a configuration example of a center terminal according to the first embodiment of the present disclosure; FIG. It is a figure showing an example of operation of an information processing system in a 1st embodiment of this indication. FIG. 4 is a diagram showing an operation example of a center server according to the first embodiment of the present disclosure; FIG. FIG. 4 is a diagram illustrating an operation example of a server according to the first embodiment of the present disclosure; FIG. FIG. 4 is a diagram showing an example of display content on a display screen of a terminal according to the first embodiment of the present disclosure; FIG. FIG. 5 is a diagram showing another example of display content on the display screen of the terminal according to the first embodiment of the present disclosure; FIG. 5 is a diagram showing another example of display content on the display screen of the terminal according to the first embodiment of the present disclosure; FIG. 10 is a diagram illustrating an operation example of an information processing system according to the second embodiment of the present disclosure; FIG. 10 is a diagram showing an operation example of a center server according to the second embodiment of the present disclosure; FIG. FIG. 12 is a diagram showing an operation example of a center server according to the third embodiment of the present disclosure; FIG. FIG. 12 is a diagram showing a configuration example of a center terminal according to the third embodiment of the present disclosure; FIG.

<Observance of Confidentiality of Communications>
It should be noted that the implementation of the disclosure contained herein is subject to legal requirements relating to the secrecy of communications.

Embodiments of the present disclosure will be described with reference to the drawings.

<System configuration>
FIG. 1 is a diagram showing the configuration of a communication system in one aspect of the present disclosure. As shown in FIG. 1, in the communication system 1, a server 10 and terminals 20 (20A, 20B, 20C) are connected via a network 30. In addition, it provides a service for realizing transmission and reception of messages between terminals 20. The number of terminals 20 connected to network 30 is not limited.

The network 30 serves to connect one or more terminals 20 and one or more servers 10 . That is, the network 30 means a communication network that provides a connection path so that the terminal 20 can transmit and receive data after connecting to the server 10 .

For example, one or more portions of network 30 may be wired or wireless networks. The network 30 may be an ad hoc network, an intranet, an extranet, a virtual private network (VPN), a local area network (LAN), a wireless LAN (WLAN). ), wide area network (WAN), wireless WAN (WWAN), metropolitan area network (MAN), part of the Internet, Public Switched Telephone Network (PSTN) mobile phone networks, ISDNs (integrated service digital networks), wireless LANs, LTE (long term evolution) CDMA (code division multiple access), Bluetooth (registered trademark), satellite communications, etc., or any of these Combinations of two or more can be included. However, in the present disclosure, network 30 is not limited to these. Network 30 may also include one or more networks 30 .

The terminal 20 (20A, 20B, 20C) may be any information processing terminal capable of realizing the functions described in the following embodiments. Terminal 20 is typically a smart phone, but also a mobile phone (e.g., feature phone), computer (e.g., desktop, laptop, tablet, etc.), media computer platform (e.g., cable, satellite set-top box, digital video recorders), handheld computing devices (eg, personal digital assistants (PDAs), email clients, etc.), wearable terminals (eg, glasses-type devices, watch-type devices, etc.), or other types of computers or communication platforms. However, in the present disclosure, the terminal 20 is not limited to these. Also, the terminal 20 may be expressed as an information processing terminal 20 .

Since the terminals 20A, 20B and 20C are basically the same in configuration, they will be referred to as the terminal 20 in the following description, the terminal A as the own terminal 20A, the terminal 20B as the other terminal 20B, and the terminal 20B as the other terminal 20B. 20C will be described as the other terminal 20C.

The server 10 has a function of providing a predetermined service to the terminal 20 . The server 10 may be any information processing device capable of realizing the functions described in the following embodiments. Server 10 is typically a server device, and also a computer (e.g., desktop, laptop, tablet, etc.), media computer platform (e.g., cable, satellite set-top box, digital video recorder), handheld computer device (e.g., e.g., PDA, email client, etc.), or any other type of computer or communication platform. However, in the present disclosure, the server 10 is not limited to these. Also, the server 10 may be expressed as an information processing device 10 .

<Hardware (HW) configuration>
The HW configuration of each device included in the communication system 1 will be described with reference to FIG.

(1) Terminal hardware configuration

The terminal 20 includes a control device (CPU: central processing unit (central processing unit)) 11, a storage device 28, a communication I/F (interface) 22, an input/output device 23, a display device 24, a microphone 25, a speaker 26, and a camera 27. Prepare. Each component of the HW of the terminal 20 is interconnected via a bus B, for example.

Communication I/F 22 transmits and receives various data via network 30 . The communication may be performed by wire or wirelessly, and any communication protocol may be used as long as mutual communication can be performed.

The input/output device 23 includes a device for inputting various operations to the terminal 20 and a device for outputting processing results processed by the terminal 20 . The input/output device 23 may be an integrated input device and an output device, or may be separated into an input device and an output device.

The input device is realized by any one or a combination of all types of devices that can receive input from the user and transmit information related to the input to the control device 21 . The input device is typically realized by a touch panel or the like, detects contact with a pointing tool such as a user's finger or a stylus, and the contact position, and transmits the coordinates of the contact position to the control device 21 . On the other hand, the input device may be realized by the input/output device 23 other than the touch panel. The input device includes, for example, hardware keys typified by a keyboard, etc., a pointing device such as a mouse, a camera (operation input via moving images), and a microphone (operation input by voice). However, in the present disclosure, the input device is not limited to these.

The output device is realized by any one or a combination of all kinds of devices capable of outputting processing results processed by the control device 21 . The output device is typically realized by a touch panel or the like. On the other hand, the output device may be implemented by an output device other than the touch panel. For example, speakers (audio output), lenses (eg, 3D (three dimensions) output or hologram output), printers, and the like can be included. However, in the present disclosure, the output device is not limited to these.

The display device 24 is implemented by any one or a combination of all kinds of devices capable of displaying according to the display data written to the frame buffer. The display device 24 is typically realized by a monitor (for example, a liquid crystal display or an OELD (organic electroluminescence display)). The display device 24 may be a head mounted display (HDM). Also, the display device 24 may be realized by a device capable of displaying images, text information, etc. in the air (or even in a vacuum) using projection mapping, holograms, or the like. Note that these display devices 24 may be capable of displaying display data in 3D. However, in the present disclosure, the display device 24 is not limited to these.

When the input/output device 23 is a touch panel, the input/output device 23 and the display device 24 may be arranged facing each other with substantially the same size and shape.

The controller 21 has physically structured circuitry to perform the functions implemented by the code or instructions contained within the program, for example implemented by a hardware built-in data processor. .

The control device 21 is typically a central processing unit (CPU), in addition to a microprocessor, processor core, multiprocessor, ASIC (application-specific integrated circuit), FPGA (field programmable gate array). However, in the present disclosure, the control device 21 is not limited to these.

The storage device 28 has a function of storing various programs and various data required for the terminal 20 to operate. The storage device 28 is realized by various storage media such as HDD (hard disk drive), SSD (solid state drive), flash memory, RAM (random access memory), and ROM (read only memory). However, in the present disclosure, the storage device 28 is not limited to these.

The terminal 20 stores the program P in the storage device 28 , and executes the program P so that the control device 21 executes processing as each unit included in the control device 21 . In other words, the program P stored in the storage device 28 causes the terminal 20 to implement each function executed by the control device 21 .

A microphone 25 is used to input voice data. The speaker 26 is used for outputting audio data. The camera 27 is used for acquiring moving image data.

(2) Server hardware configuration
The server 10 includes a control device (CPU) 11 , a storage device 15 , a communication I/F (interface) 14 , an input/output device 12 and a display 13 .

The controller 11 has physically structured circuitry to perform the functions implemented by the code or instructions contained within the program, and is implemented, for example, by a data processor embedded in hardware. .

The controller 11 is typically a central processing unit (CPU), but may also be a microprocessor, processor core, multiprocessor, ASIC, or FPGA. However, in the present disclosure, the control device 11 is not limited to these.

The storage device 15 has a function of storing various programs and data necessary for the operation of the server 10 . The storage device 15 is realized by various storage media such as HDD, SSD, and flash memory. However, in the present disclosure, the storage device 15 is not limited to these.

Communication I/F 14 transmits and receives various data via network 30 . The communication may be performed by wire or wirelessly, and any communication protocol may be used as long as mutual communication can be performed.

The input/output device 12 is realized by a device for inputting various operations to the server 10 . The input/output device 12 is realized by any one or a combination of all types of devices that can receive input from a user and transmit information related to the input to the control device 11 . The input/output device 12 is implemented by hardware keys typically represented by a keyboard and a pointing device such as a mouse. Note that the input/output device 12 may include, for example, a touch panel, a camera (operation input via moving images), and a microphone (operation input by voice). However, in the present disclosure, the input/output device 12 is not limited to these.

The display 13 is typically realized by a monitor (for example, a liquid crystal display or an OELD (organic electroluminescence display)). Note that the display 13 may be a head mounted display (HDM) or the like. Note that these displays 13 may be capable of displaying display data in 3D. However, in the present disclosure, the display 13 is not limited to these.

In the present embodiment and the embodiments described later, it is assumed that the CPU of the terminal 20 and/or the server 10 executes the program P to achieve this.

In the terminal 20 and/or the server 10, the control device 11 includes not only a CPU but also a logic circuit (hardware) formed in an integrated circuit (IC (Integrated Circuit) chip, LSI (Large Scale Integration)) or the like. Each process may be realized by a dedicated circuit. Moreover, these circuits may be realized by one or more integrated circuits, and the plurality of processes shown in the above embodiments may be realized by one integrated circuit. LSIs are also called VLSIs, super LSIs, ultra LSIs, etc., depending on the degree of integration.

Also, the program P (software program/computer program) of each embodiment of the present disclosure may be provided in a state stored in a computer-readable storage medium. The storage medium can store the program in a "non-temporary tangible medium".

The storage medium may, where appropriate, be one or more semiconductor-based or other integrated circuits (ICs) such as Field Programmable Gate Arrays (FPGAs) or Application Specific ICs (ASICs), hard drives, Disk drive (HDD), hybrid hard drive (HHD), optical disk, optical disk drive (ODD), magneto-optical disk, magneto-optical drive, floppy diskette, floppy disk drive (FDD), magnetic tape, solid state drive (SSD), RAM drive, secure digital card or drive, any other suitable storage medium, or any suitable combination of two or more thereof. Storage media may, where appropriate, be volatile, nonvolatile, or a combination of volatile and nonvolatile. Note that the storage medium is not limited to these examples, and any device or medium that can store the program P may be used.

The terminal 20, for example, reads the program P stored in the storage medium and executes the read program P, thereby realizing the functions of the plurality of functional units shown in the embodiment.

Also, the program P of the present disclosure may be provided to the server 10 or the terminal 20 via any transmission medium (communication network, broadcast wave, etc.) capable of transmitting the program. The server 10 or the terminal 20 implements the functions of the plurality of functional units described in the above embodiment by executing the program P downloaded via the Internet or the like.

This embodiment and the embodiments described later can also be realized in the form of a data signal embedded in a carrier wave in which the program P is embodied by electronic transmission.

The program of the present disclosure can be implemented using, for example, script languages such as ActionScript and JavaScript (registered trademark), object-oriented programming languages such as Objective-C and Java (registered trademark), markup languages such as HTML5, and the like. . However, the present disclosure is not limited to these.

<First Embodiment>
In the first embodiment, when the center server 40 in the call center determines that it takes time to respond to an incoming call from a customer, it confirms whether or not it is necessary to switch to responding to an instant messaging system. be. The content described in the first embodiment can be applied to any of the embodiments described later.

FIG. 2 is a diagram showing a configuration example of a communication system according to the first embodiment of the present disclosure.

As shown in FIG. 2, the communication system includes a server 10, a terminal 20, a network 30, a center server 40 and a center terminal 50 in a call center.

In FIG. 2, server 10 is a device capable of providing instant messenger service. Also, the terminal 20 is a device owned by a customer. Also, the center server 40 and the center terminal 50 are devices provided in a call center, for example.

(Configuration example of center server 40)
The center server 40 is a device that receives an incoming call from the terminal 20 and performs predetermined processing. Predetermined processing includes, for example, processing for automatically responding with a predetermined voice (automatic response processing), pending processing, and processing for shifting to an instant messaging system. The holding process is a process of waiting for connection between the terminal 20 and the sensor terminal 50 while connecting the line to the terminal 20 .

FIG. 3 is a diagram showing a configuration example of the center server 40. As shown in FIG. As shown in FIG. 3, the center server 40 includes an exchange 41 that receives an incoming call from the terminal 20, a control device 42, an input/output device 43, a display 44, a communication I/F 45, and a storage device . Note that the exchange 41 is included in the center server 40 in the example of FIG. 3 , but the exchange 41 may be provided separately from the center server 40 .

The exchange 41, for example, transfers the line with the terminal 20 to any one of a plurality of transfer destinations. The transfer destination is, for example, the center terminal 50 .

The exchange 41 is, for example, Pbx (Private Branch eXchange) or UnPbx. The Pbx is responsible for connecting lines from the public switched telephone network to multiple private telephones. The line from the public telephone network is the line from the terminal 20, for example. The multiple in-house telephones are, for example, the center terminal 50 used by an operator in a call center, or multiple telephones owned by a company or the like. Pbx forwards lines from the public switched telephone network to any of a number of private telephones.

UnPbx executes the functions of Pbx on a computer using software. UnPbx can flexibly and efficiently operate the functions of Pbx by software.

The exchange 41 , for example, transfers the line with the terminal 20 to the center terminal 50 designated by the control device 42 . Note that the exchange 41 may transfer the line with the terminal 20 to the center terminal 50 according to a predetermined rule. The predetermined rule is, for example, to randomly transfer to any of the center terminals 50 capable of responding to incoming calls.

When there is an incoming call from the terminal 20 , the control device 42 determines the center terminal 50 to which the line with the terminal 20 is to be transferred, and instructs the exchange 41 to transfer the call to the determined center terminal 50 . Further, the control device 42 instructs the exchange 41 to perform automatic response processing when none of the plurality of center terminals 50 can respond to the incoming call from the terminal 20 .

The controller 42 comprises circuitry physically structured to carry out the functions implemented by the code or instructions contained within the program, for example implemented by a hardware built-in data processor. .

Controller 42 is typically a central processing unit (CPU), but may alternatively be a microprocessor, processor core, multiprocessor, ASIC, or FPGA. However, in the present disclosure, the control device 42 is not limited to these.

The control device 42 includes a calculator 420 , a determiner 421 , a requester 422 and a display processor 423 .

The calculation unit 420 calculates the time (waiting time) required to connect the terminal 20 and the center terminal 50 when there is an incoming call from the terminal 20 . The calculation unit 420 calculates the waiting time according to, for example, the number of other terminals 20 waiting for connection and the number of center terminals 50 in operation. It should be noted that the calculation unit 420 may calculate the waiting time by any method, such as the average value of the past waiting times in the time zone when the terminal 20 receives an incoming call.

Note that the calculation unit 420 does not need to calculate the waiting time when it is possible to connect to the center terminal 50 immediately, and may calculate the waiting time as "zero".

The determination unit 421 determines the center terminal 50 to be connected to the terminal 20 when the waiting time calculated by the calculation unit 420 is within a predetermined time. The determination unit 421 requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 .

When the waiting time calculated by the calculation unit 420 exceeds a predetermined time, the determination unit 421 determines to perform processing for automatically responding with a predetermined voice (automatic response processing). The predetermined period of time is predetermined and may be of any length, for example 3 minutes. The determination unit 421 reproduces a predetermined sound via the exchange 41 when determining to perform the automatic response process.

In the first embodiment of the present disclosure, the predetermined voice includes content for confirming whether or not to use the instant messaging system. For example, a predetermined voice might say, "We are very busy right now, and it will take some time to get through to you. We can also support you through the instant messaging system. If you want to wait, press '1', or instant Please press "2" to contact us via the messaging system. ”. In the predetermined voice, the content to confirm the necessity of using the instant messaging system is "Support is also possible with the instant messaging system. If you want to wait as it is, please enter "1". Please press "2". ”.

Note that the predetermined voice is not limited to the above examples, and may be of any content as long as it includes content for confirming whether or not to use the instant messaging system. Also, the predetermined sound may include the waiting time calculated by the calculator 420, for example.

The decision unit 421 receives a response from the terminal 20 to the predetermined response via the exchange 41 . The decision unit 421 decides whether or not to use the instant messaging system based on the answer. If the answer from the terminal 20 is negative about the use of the instant messaging system, the decision unit 421 decides to put the line to the terminal 20 on hold. A negative answer is, for example, when the user of the terminal 20 pushes "1" to the predetermined voice.

On the other hand, if the answer is affirmative about the use of the instant messaging system, the determining unit 421 requests the server 10 to confirm whether the terminal 20 can use the instant messaging system. A positive answer is, for example, when the user of the terminal 20 presses "2" in response to the predetermined voice. The request to confirm whether the terminal 20 can use the instant messaging system is a request for confirming whether the terminal 20 can use the instant messaging system. It is determined by whether or not it has been completed.

After that, when receiving a response from the server 10 that the instant messaging system is available, the determining unit 421 selects the center terminal 50 that transmits/receives messages to/from the terminal 20 among the plurality of center terminals 50 by the instant messaging system. to decide. Then, determination unit 421 transmits a message using the instant messaging system to terminal 20 via communication I/F 45 . That is, the response that the instant messaging system is available is information that triggers the terminal 20 to send a message using the instant messaging system.

On the other hand, when receiving a response from the server 10 indicating that the instant messaging system cannot be used, the determining unit 421 determines to put the line to the terminal 20 on hold. In this case, the determination unit 421 may reproduce, via the exchange 41, a voice notifying that the instant messaging system cannot be used. The determining unit 421 performs a hold process after reproducing a voice notifying that the instant messaging system cannot be used. That is, the response to the effect that the instant messaging system cannot be used is information that triggers reproduction of a voice that notifies the terminal 20 of the fact that the instant messaging system cannot be used, and also serves as a trigger for holding processing. information.

The voice notifying that the instant messaging system cannot be used includes, for example, content indicating that the instant messaging system cannot be used. A voice that notifies you that the instant messaging system cannot be used may be, for example, "Failed to connect to your instant messaging system. Please check the phone number setting in the instant messaging system and contact us again, or leave it for a while. Please wait."

In addition, the voice that notifies that the instant messaging system cannot be used is not limited to the above examples, and any content that indicates that the instant messaging system cannot be used may be used. good.

The request unit 422 notifies the server 10 of a confirmation request including the telephone number of the terminal 20 based on the request from the determination unit 421 . The confirmation request includes the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify the instant messenger account associated with the center terminal 50 or the center server 40, and the message to be sent to the terminal 20. may include the text of

The display processing unit 423 displays the display data via the display 44 . The display processing unit 423 has a function of converting display data into pixel information and writing it into the frame buffer of the display 44 .

The input/output device 43 is realized by a device for inputting various operations to the center server 40 . The input/output device 43 is implemented by any one or a combination of all kinds of devices that can receive input from the user and transmit information related to the input to the control device 42 . The input/output device 43 is implemented by hardware keys typically represented by a keyboard and a pointing device such as a mouse. Note that the input/output device 43 may include, for example, a touch panel, a camera (operation input via moving images), and a microphone (operation input by voice). However, in the present disclosure, the input/output device 43 is not limited to these.

The display 44 is typically realized by a monitor (for example, a liquid crystal display or an OELD (organic electroluminescence display)). Note that the display 44 may be a head mounted display (HDM) or the like. Note that these displays 44 may be capable of displaying display data in 3D. However, in the present disclosure, the display 44 is not limited to these.

Communication I/F 45 transmits and receives various data via network 30 . The communication may be performed by wire or wirelessly, and any communication protocol may be used as long as mutual communication can be performed.

The storage device 46 has a function of storing various programs and various data required for the operation of the center server 40 . The storage device 46 is realized by various storage media such as HDD, SSD, and flash memory. However, in the present disclosure, the storage device 46 is not limited to these.

(Configuration example of center terminal 50)
FIG. 4 is a diagram showing a configuration example of the center terminal 50. As shown in FIG. As shown in FIG. 4 , the center terminal 50 includes a control device 51 , an input/output device 52 , a display 53 , a communication I/F 54 and a storage device 55 .

As shown in FIG. 4 , the control device 51 includes a display processing section 510 and a response processing section 511 .

The display processing unit 510 displays display data via the display 53 . The display processing unit 510 has a function of converting display data into pixel information and writing the pixel information into the frame buffer of the display 53 .

The response processing unit 511 performs processing for responding to an incoming call from the terminal 20 . The response processing unit 511 establishes a connection with the terminal 20 via a telephone line. As a result, a call can be made between the center terminal 50 and the terminal 20 via the telephone line. In addition, the response processing unit 511 communicates with the terminal 20 via a communication line when sending/receiving a message with the terminal 20 using the instant messaging system, or when answering a telephone call via the instant messaging system. establish a connection with As a result, communication is possible between the center terminal 50 and the terminal 20 via the communication line.

The response processing unit 511 transmits voice data input from the input/output device 52, input data using a keyboard, and the like to the terminal 20 via a telephone line or a communication line. For example, the response processing unit 511 transmits data input from the input/output device 52 by an operator of a call center or the like to the terminal 20 .

When the center server 40 instructs the response processing unit 511 to respond via the telephone line, the response processing unit 511 makes a call with the terminal 20 via the telephone line.

On the other hand, when the center server 40 instructs the response processing unit 511 to transmit and receive a message using the instant messaging system, the response processing unit 511 transmits the message to the terminal 20 using the instant messaging system.

The input/output device 52 is realized by a device for inputting various operations to the center terminal 50 . The input/output device 52 is implemented by any one or a combination of all types of devices that can receive input from the user and transmit information related to the input to the control device 51 . The input/output device 52 is realized by hardware keys typically represented by a keyboard and a pointing device such as a mouse. Note that the input/output device 52 may include, for example, a touch panel, a camera (operation input via moving images), and a microphone (operation input by voice). However, in the present disclosure, the input/output device 52 is not limited to these.

The display 53 is typically realized by a monitor (for example, a liquid crystal display or an OELD (organic electroluminescence display)). Note that the display 53 may be a head mounted display (HDM) or the like. Note that these displays 53 may be capable of displaying display data in 3D. However, in the present disclosure, the display 53 is not limited to these.

The communication I/F 54 transmits and receives various data via the exchange 41 of the center server 40 and the network 30 . The communication may be performed by wire or wirelessly, and any communication protocol may be used as long as mutual communication can be performed.

The storage device 55 has a function of storing various programs and various data necessary for the operation of the center terminal 50 . The storage device 55 is realized by various storage media such as HDD, SSD, and flash memory. However, in the present disclosure, the storage device 55 is not limited to these.

(Configuration example of server 10)
As shown in FIG. 1, server 10 includes storage device 15 . Storage device 15 contains information about terminals 20 that have registered with the instant messaging system provided by server 10 . Information about the terminal 20 is, for example, the telephone number of the terminal 20 . For example, in an instant messaging system, the storage device 15 stores an identifier (user identifier) that can uniquely identify the user of the terminal 20 and the telephone number of the terminal 20 in association with each other. Information about the terminal 20 is not limited to the telephone number.

The information about the terminal 20 stored in the storage device 15 is information that the user inputs when registering with the instant messaging system. Also, the information about the terminal 20 may be automatically obtained from the terminal 20 of the user registered in the instant messaging system after obtaining permission from the user.

Further, as shown in FIG. 1 , the control device 11 of the server 10 includes a search section 110 , a display processing section 111 and a generation section 112 .

When receiving a confirmation request as to whether or not the instant messaging system can be used, the search unit 110 searches the storage device 15 for information on the terminal 20 requested in the confirmation request. For example, based on the phone number of the terminal 20 included in the confirmation request, the search unit 110 searches whether the phone number is stored in the storage device 15 .

If the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, the retrieval unit 110 notifies the center server 40 that the terminal 20 can use the instant messaging system. On the other hand, if the telephone number of the terminal 20 included in the confirmation request is not stored in the storage device 15, the retrieval unit 110 notifies the center server 40 that the terminal 20 cannot use the instant messaging system. .

The display processing unit 111 displays the display data via the display device 14 . The display processing unit 111 has a function of converting display data into pixel information and writing the pixel information into a frame buffer of the display device 14 .

The generation unit 112 receives a message from the terminal 20 or the center terminal 50 and generates display data for displaying the contents of the message on the display device 24 of the terminal 20 and/or the display device 54 of the center terminal 50. . Generation unit 112 notifies terminal 20 and/or center terminal 50 of the generated display data via communication I/F 14 .

(Operation example)
FIG. 5 is a sequence diagram showing an operation example of the information processing system according to the first embodiment of the present disclosure.

The terminal 20 makes a call to the call center (S1001) and connects to the center server 40. FIG.

The center server 40 calculates the time (waiting time) required to connect the terminal 20 and the center terminal 50 (S1002). After that, when the calculated waiting time exceeds a predetermined time, the center server 40 inquires whether the instant messaging system can be used (S1003).

When the terminal 20 receives the inquiry as to whether or not the use is possible, for example, the terminal 20 notifies that the instant messaging system will be used (S1004).

The center server 40 notifies the server 10 of a confirmation request including the telephone number of the terminal 20 (S1005). The confirmation request includes the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify the instant messenger account associated with the center terminal 50 or the center server 40, and the message to be sent to the terminal 20. may include the text of

The server 10 searches for the existence of an account corresponding to the telephone number included in the confirmation request (S1006).

Note that the server 10 may inquire whether or not the user agrees to use the instant messaging system (S1007). In this case, the terminal 20 notifies the user of the answer to the effect of agreeing to use the instant messaging system (S1008). The process of determining whether or not to agree to use the instant messaging system may be omitted.

After that, the server 10 transmits a message to the terminal 20 (S1009). The server 10 sets the identifier in the instant messaging system of the terminal 20 as a transmission destination, and transmits a message from the instant messenger account associated with the center terminal 50 or the center server 40 to the terminal 20 .

The terminal 20 creates a message whose transmission destination is the center server 40 for the received message (S1010), and transmits the message to the server 10 (S1011).

The server 10 notifies the center server 40 of the message received from the terminal 20 (S1012).

FIG. 6 is a flowchart showing an operation example of the center server 40 according to the first embodiment of the present disclosure.

The exchange 41 of the center server 40 receives an incoming call from the terminal 20 (S101).

The calculation unit 420 of the center server 40 calculates the time (waiting time) required to connect the terminal 20 and the center terminal 50 when there is an incoming call from the terminal 20 (S102).

The determination unit 421 determines whether the waiting time calculated by the calculation unit 420 is within a predetermined time (S103).

If it is within the predetermined time (YES in S103), the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S104). Then, the determining unit 421 requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S105). As a result, the center terminal 50 makes a call with the terminal 20 via the telephone line.

On the other hand, if the predetermined time is exceeded (NO in S103), the determination unit 421 determines to perform processing for automatically responding with a predetermined sound (automatic response processing), and reproduces the predetermined sound (S106). ). After that, the determination unit 421 receives a response from the terminal 20 in response to the predetermined response (S107), and determines whether or not to use the instant messaging system (S108).

If the answer from the terminal 20 is a negative answer about the use of the instant messaging system (NO in S108), the decision unit 421 decides to put the line to the terminal 20 on hold (S109). ). Then, when the center terminal 50 becomes capable of responding, the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S105), and notifies the exchange 41 of A connection process is requested (S106). Then, the center terminal 50 makes a call with the terminal 20 through the telephone line (S107).

If the answer is affirmative about the use of the instant messaging system (YES in S108), the determining unit 421 requests the server 10 to confirm whether the terminal 20 can use the instant messaging system (S110).

After that, a reply as to whether or not the instant messaging system can be used is received from the server 10 (S111), and whether or not the instant messaging system can be used is determined (S112).

When the decision unit 421 of the center server 40 receives a response from the server 10 indicating that the instant messaging system cannot be used (NO in S112), it decides to hold the line to the terminal 20 ( S109). Then, when the center terminal 50 becomes capable of responding, the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S105), and notifies the exchange 41 of A connection process is requested (S106). Then, the center terminal 50 makes a call with the terminal 20 through the telephone line (S107).

On the other hand, when the determining unit 421 receives a response from the server 10 indicating that the instant messaging system can be used (YES in S112), the terminal 20 among the plurality of center terminals 50 and the instant messaging system send and receive messages. The center terminal 50 that performs the processing is determined (S113). The determining unit 421 may instruct the determined sensor terminal 50 to transmit a message to the terminal 20 using the instant messaging system (S114). Then, the center terminal 50 may send a message to the terminal 20 using the instant messaging system (S115).

FIG. 7 is a flow chart showing an operation example of the server 10 according to the first embodiment of the present disclosure. The example of FIG. 7 is an example of operation when the server 10 receives a request for confirmation of availability of the instant messaging system from the center server 40 .

The search unit 110 of the server 10 receives a confirmation request as to whether or not the instant messaging system can be used (S201), and searches the storage device 15 for information regarding the terminal 20 requested in the confirmation request (S202). .

If the telephone number of terminal 20 included in the confirmation request is stored in storage device 15 (YES in S202), retrieval unit 110 transmits a message to terminal 20 (S203). The server 10 sets the identifier in the instant messaging system of the terminal 20 as a transmission destination, and transmits a message from the instant messenger account associated with the center terminal 50 or the center server 40 to the terminal 20 .

It should be noted that the server 10 may inquire whether or not the user agrees to use the instant messaging system prior to sending the message (S203). In this case, the terminal 20 notifies the user of the answer to the effect of agreeing to use the instant messaging system. The process of determining whether or not to agree to use the instant messaging system may be omitted.

After that, the server 10 notifies the center server 40 of the message received from the terminal 20 (S205).

On the other hand, if the telephone number of the terminal 20 included in the confirmation request is not stored in the storage device 15 (NO in S202), the retrieval unit 110 notifies the center that the terminal 20 cannot use the instant messaging system. The server 40 is notified (S204).

Further, after the user using the terminal 20 at the terminal 20 agrees to use the instant messaging system, the search unit 110 notifies the center server 40 of the response that the instant messaging system can be used. can be More specifically, for example, when the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, the terminal 20 is requested to consent to the use of the instant messaging system, and the terminal 20 selects the consent. In this case, the terminal 20 notifies the center server 40 via the server 10 of a response that the instant messaging system can be used. This makes it possible to prevent messages from being sent to the wrong user even if the user identifier and telephone number are associated differently.

In addition, in the confirmation request, the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify the instant messenger account associated with the center terminal 50 or the center server 40, and the terminal 20 When the text of the message is included, the server 10 sets the identifier in the instant messaging system of the terminal 20 as the destination, and sends the message with the instant messenger account associated with the center terminal 50 or the center server 40 as the transmission source. Terminal 20 may transmit.

<Modification 1>
Modification 1 of the first embodiment of the present disclosure is a modification in which the user of the terminal 20 is asked to select what he/she wants to inquire about in a message sent from the center terminal 50 to the terminal 20 via the instant messaging system. For this purpose, the center terminal 50 transmits to the terminal 20 a message for allowing the user to select the content that the user wants to inquire about from a plurality of genres.

Since the user of the terminal 20 can select the content of the inquiry from the message displayed in the talk room, the user does not need to input the content of the inquiry as a message, which enhances convenience.

When instructed by the center server 40 to transmit and receive a message using the instant messaging system, the response processing unit 511 transmits the message to the terminal 20 using the instant messaging system.

The message sent to the terminal 20 includes contents that allow the user to select items to inquire about.

FIG. 8 is an example of a display screen displayed on the display device 24 of the terminal 20 in Modification 1. As shown in FIG. As shown in FIG. 8, the message from the center terminal 50 describes inquiry items of a plurality of genres, and requests the user of the terminal 20 to select one of them.

For example, the message from the center terminal 50 has four categories: ``(1) payment of charges'', ``(2) device failure'', ``(3) contract content'', and ``(4) other''. is described. It should be noted that the plurality of genres described in the message are not limited to these, and may be of any kind.

The user of the terminal 20 uses the input/output device 23 to input a message to respond to the message from the center terminal 50 . For example, the user of the terminal 20 uses the input/output device 23 to input the message "(1)".

Also, if the message contains a link (tag) that allows selection of a plurality of genres, the user of terminal 20 may select the link (tag).

After that, the user (operator) of the center terminal 50 transmits a detailed message for responding to the inquiry according to the genre selected by the user of the terminal 20 . Note that the user (operator) of the center terminal 50 may create a message using a predetermined fixed phrase and send the message. The predetermined fixed phrase describes answers to frequently asked questions for each of a plurality of genres, and the user of the center terminal 50 selects the predetermined fixed phrase, without inputting a message. Able to respond to inquiries. Also, the predetermined fixed phrases may be provided so as to be recommended for the content of the document received from the user of the terminal 20, specifically for specific words.

In addition, it is desirable that the message transmitted by the center terminal 50 should be described in such a way that the user of the terminal 20 can answer by selecting from options in order to reduce the need for the user of the terminal 20 to input long sentences.

As described above, in Modification 1, since the user of the terminal 20 can select the content of the inquiry in the message displayed in the talk room, the user does not need to input the content of the inquiry as a message, which improves convenience. increases, the amount of communication data is reduced, and the load on servers and terminals can be reduced.

<Modification 2>
Modification 2 of the first embodiment of the present disclosure is a modification in which the user of the terminal 20 sends the content of the inquiry to the center terminal 50 in advance as a message using an instant messaging system.

Since the user of the terminal 20 transmits the contents of the inquiry in advance, the user (operator) of the center terminal 50 can quickly grasp the contents of the inquiry, and can shorten the time to answer. .

When the center server 40 instructs the response processing unit 511 of the center terminal 50 to transmit and receive a message using the instant messaging system, the response processing unit 511 of the center terminal 50 transmits the message to the terminal 20 using the instant messaging system. Alternatively, after determining the center terminal 50 , the center server 40 transmits a message to the terminal 20 using an instant messaging system for the terminal 20 .

The message to be sent to the terminal 20 includes the content of requesting the user of the terminal 20 to input the content of the inquiry.

FIG. 9 is an example of a display screen displayed on the display device 24 of the terminal 20 in Modification 2. As shown in FIG. As shown in FIG. 9, the message from the center terminal 50 includes a request to input the content of the inquiry. For example, the message from the center terminal 50 states, "Since the operator will contact you soon, please provide a brief description of your inquiry." Note that the content described in the message is not limited to this example, and may be of any type.

The user of the terminal 20 uses the input/output device 23 to input the content of the inquiry in response to the message from the center terminal 50 . For example, the user of the terminal 20 uses the input/output device 23 to input the message "The charge could not be withdrawn. What should I do?"

After that, the user (operator) of the center terminal 50 transmits a detailed message for responding to the inquiry according to the inquiry entered by the user of the terminal 20 . Note that the user (operator) of the center terminal 50 may create a message using a predetermined fixed phrase and send the message.

In addition, it is desirable that the message transmitted by the center terminal 50 should be described in such a way that the user of the terminal 20 can answer by selecting from options in order to reduce the need for the user of the terminal 20 to input long sentences.

As described above, since the user of the terminal 20 transmits the content of the inquiry in advance, the user (operator) of the center terminal 50 can quickly grasp the content of the inquiry, thereby shortening the time to answer. becomes possible.

<Modification 3>
Modification 3 of the first embodiment of the present disclosure is a modification in which a message for requesting "add friends" is sent to the terminal 20 when the instant messaging system completes the response. .

In the instant messaging system, when a user "adds" another user as a friend, an icon corresponding to the other user is displayed in the list of other users displayed on the terminal 20 of the user. As a result, the user can initiate an instant message with that other user by selecting the icon corresponding to that other user on the list.

Therefore, in Modified Example 3 of the second embodiment of the present disclosure, the center server 40 or the center terminal 50 requests the user of the terminal 20 to "add friends", and makes a phone call at the next opportunity. It is possible to connect to the center server 40 or the center terminal 50 using an instant messaging system.

After the response by the instant messaging system is completed, the response processing unit 511 of the center terminal 50 uses the instant messaging system to send a message to request the terminal 20 to "add friend". The message may include, for example, a link (tag) for automatically executing friend addition processing simply by selection by the user of terminal 20 .

Also, the message transmitted by the center terminal 50 may include the content related to the benefits of "adding friends". Benefits include, for example, the ability to use "stamps" (icons that can be displayed in talk rooms) created by companies for free.

FIG. 10 is an example of a display screen displayed on the display device 24 of the terminal 20 in Modification 3. As shown in FIG. As shown in FIG. 10, the message from the center terminal 50 includes a message for requesting "friend addition". For example, a message from the center terminal 50 may read, "Thank you for your inquiry today. If you don't mind, please add our call center as a friend. From the next time, you will be able to contact us by message. Thank you." Please." Note that the content described in the message is not limited to this example, and may be of any type.

Also, in the message from the center terminal 50, items related to the privilege may be described, such as "Now you can use our company's original stamps for free."

The user of the terminal 20 adds the company to the friend list by approving the "friend addition" of the company of the center terminal 50 based on the message for requesting "friend addition" displayed in the chat room. be done.

Therefore, the user of the terminal 20 can connect to the center terminal 50 and request a response by selecting the company in the friend list and starting a talk without making a phone call.

<Modification 4>
Modification 4 of the first embodiment of the present disclosure is a modification for switching from correspondence by an instant messaging system to correspondence by telephone.

In the instant messaging system, when the user of terminal 20 selects telephone switching, a call request is transmitted based on the identifier of center terminal 50. FIG. The call request may be a call request through a telephone line or a call request through Voip (Voice over Internet Protocol).

<Second embodiment>
In the second embodiment, when the center server 40 or the center terminal 50 in the call center determines that it will take time to respond to the incoming call from the terminal 20, the call is terminated once and the response becomes possible. , the terminal 20 is notified by the instant messaging system that it is possible to respond. The contents described in the second embodiment are also applicable to the first embodiment and the following embodiments.

Since the call center side can end the call once, it is possible to reduce the payment of the call charge due to the continuation of the hold, while the user of the terminal 20 can also be notified of the message at the stage when it becomes possible to respond, and can communicate with the operator. Since the call can be started, there is an advantage that there is no need to keep waiting in the hold state.

(Configuration example)
In the second embodiment of the present disclosure, the configuration example of the center server 40 is the same as the configuration example of the center server 40 of the first embodiment shown in FIG. 3, so detailed description will be omitted. Further, in the second embodiment of the present disclosure, the configuration example of the center terminal 50 is the same as the configuration example of the center terminal 50 of the first embodiment shown in FIG. 3, so detailed description will be omitted.

The determination unit 421 of the center server 40 determines to perform processing for automatically responding with a predetermined voice (automatic response processing) when the waiting time calculated by the calculation unit 420 exceeds a predetermined time. The predetermined period of time is predetermined and may be of any length, for example 3 minutes. The determination unit 421 reproduces a predetermined sound via the exchange 41 when determining to perform the automatic response process.

In a second embodiment of the present disclosure, the predetermined voice includes content for confirming a desire to be notified of waiting times by the instant messaging system. For example, the predetermined voice is ``We are very busy now, and it will take some time to connect. If you would like to receive notifications from , please press "2". ”. In the predetermined voice, the content for confirming the request for notification of waiting time by the instant messaging system is "If you want to wait as it is, enter '1', and as soon as the operator becomes available, you will receive a notification from the instant messaging system. Please press "2" if you wish. ”.

Note that the predetermined voice is not limited to the above example, and may be any content as long as it includes content for confirming a request for waiting time notification by the instant messaging system. Also, the predetermined sound may include the waiting time calculated by the calculator 420, for example.

The decision unit 421 receives a response from the terminal 20 to the predetermined response via the exchange 41 . The decision unit 421 decides whether or not to notify the waiting time by the instant messaging system based on the answer. If the answer from the terminal 20 is that the instant messaging system does not want notification of the waiting time, the decision unit 421 decides to put the line to the terminal 20 on hold. An answer that does not want notification is, for example, when the user of the terminal 20 pushes "1" to the predetermined voice.

On the other hand, if the reply is a request for notification of the waiting time by the instant messaging system, the determination unit 421 requests the server 10 to confirm whether or not predetermined notification using the instant messaging system to the terminal 20 is possible. I do. An answer requesting notification is, for example, when the user of the terminal 20 presses "2" in response to the predetermined voice. A confirmation request as to whether or not a predetermined notification can be made to the terminal 20 using the instant messaging system is determined by, for example, whether or not information regarding the terminal 20 has been registered in the instant messaging system. It may be a confirmation request for confirming whether the terminal 20 can use the instant messaging system in the first place. ,

When receiving from the server 10 a response indicating that the predetermined notification using the instant messaging system is not possible, the determination unit 421 determines to hold the line to the terminal 20 . In this case, the determination unit 421 may reproduce, via the exchange 41, a voice notifying that the instant messaging system cannot be used. The determining unit 421 performs a hold process after reproducing a voice notifying that the instant messaging system cannot be used.

The voice notifying that the instant messaging system cannot be used includes, for example, content indicating that the instant messaging system cannot be used. A voice that notifies you that the instant messaging system cannot be used may be, for example, "Failed to connect to your instant messaging system. Please check the phone number setting in the instant messaging system and contact us again, or leave it for a while. Please wait."

In addition, the voice that notifies that the instant messaging system cannot be used is not limited to the above examples, and any content that indicates that the instant messaging system cannot be used may be used. good.

When determining unit 421 receives from server 10 a response indicating that a predetermined notification using the instant messaging system is possible, decision unit 421 reproduces, via exchange 41, a voice replying that notification will be made from the instant messaging system. do. After reproducing the voice, the determining unit 421 terminates the connection of the terminal 20 via the telephone line.

For example, the voice replying that you will be notified from the instant messaging system can be, for example, "We have confirmed that you have registered with the instant messaging system. We will notify you via the instant messaging system as soon as we are able to connect you to the operator. Please hang up and wait."

Note that the voice replying that the instant messaging system will notify is not limited to the above example, and may be of any content as long as it includes the content indicating that the instant messaging system will notify.

After that, the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 when the center terminal 50 becomes capable of responding. The decision unit 421 executes transmission of a message using the instant messaging system to the terminal 20 via the communication I/F 45 .

When the center server 40 instructs the response processing unit 511 of the center terminal 50 to respond via the telephone line, the response processing unit 511 of the center terminal 50 makes a call with the terminal 20 via the telephone line.

On the other hand, the response processing section 511 of the center terminal 50 transmits a message to the terminal 20 based on the instruction from the center server 40 . The message to the terminal 20 includes the content indicating that "it is now possible to connect to the operator". Also, the message may include the content indicating that "the center terminal 50 will make a call to the terminal 20". Also, the message may include contents for confirming "whether it is permissible to call back from the center terminal 50 to the terminal 20".

Note that the message transmitted from the sensor terminal 50 to the terminal 20 may have any content, and may include, for example, a request for a call back from the terminal 20 side.

(Operation example)
FIG. 11 is a sequence diagram showing an operation example of the information processing system according to the first embodiment of the present disclosure.

The terminal 20 makes a call to the call center (S2001) and connects to the center server 40. FIG.

The center server 40 calculates the time (waiting time) required for connection between the terminal 20 and the center terminal 50 (S2002). After that, when the calculated waiting time exceeds a predetermined time, the center server 40 inquires whether the instant messaging system can be used (S2003).

When the terminal 20 receives the inquiry about whether or not to use the instant messaging system, for example, the terminal 20 notifies that the instant messaging system will be used (S2004).

The center server 40 notifies the server 10 of a confirmation request including the telephone number of the terminal 20 (S2005). The confirmation request includes the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify the instant messenger account associated with the center terminal 50 or the center server 40, and the terminal 20. The text of the message, etc. may also be included.

The server 10 searches for the existence of an account corresponding to the telephone number included in the confirmation request (S2006).

After that, the server 10 transmits a message to the terminal 20 (S2007). The server 10 sets the identifier in the instant messaging system of the terminal 20 as a transmission destination, and transmits a message from the instant messenger account associated with the center terminal 50 or the center server 40 to the terminal 20 .

When the center server 40 becomes able to respond to the terminal 20, it notifies the server 10 that it can respond (S2008).

The server 10 transmits a message to the terminal 20 when receiving the notification indicating that it can respond. Note that the message to the terminal 20 includes the content indicating that "it is now possible to connect to the operator".

When receiving the message, the terminal 20 calls the call center (S2010) and connects to the center server 40. FIG.

FIG. 12 is a flowchart showing an operation example of the center server 40 according to the second embodiment of the present disclosure.

The exchange 41 of the center server 40 receives an incoming call from the terminal 20 (S301).

The calculation unit 420 of the center server 40 calculates the time (waiting time) required to connect the terminal 20 and the center terminal 50 when there is an incoming call from the terminal 20 (S302).

The determination unit 421 determines whether the waiting time calculated by the calculation unit 420 is within a predetermined time (S303).

If it is within the predetermined time (YES in S303), the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S304). Then, the determining unit 421 requests the exchange 41 to perform connection processing between the determined center terminal 50 and the terminal 20 (S305). As a result, the center terminal 50 makes a call with the terminal 20 via the telephone line.

On the other hand, if the predetermined time is exceeded (NO in S303), the determination unit 421 determines to perform processing for automatically responding with a predetermined sound (automatic response processing), and reproduces the predetermined sound (S306). ). After that, the determination unit 421 receives a response from the terminal 20 in response to the predetermined response (S307), and determines whether or not to use the instant messaging system (S308).

If the response from the terminal 20 is a negative response regarding the use of the instant messaging system (NO in S308), the determination unit 421 determines to hold the line to the terminal 20 (S309). ). Then, when the center terminal 50 becomes capable of responding, the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S305), and notifies the exchange 41 of A connection process is requested (S306). Then, the center terminal 50 makes a call with the terminal 20 through the telephone line (S307).

If the answer is affirmative about the use of the instant messaging system (YES in S308), the determining unit 421 requests the server 10 to confirm whether or not a predetermined notification using the instant messaging system is possible. A response indicating that it will be performed (S310).

After that, it receives a reply from the server 10 as to whether or not the predetermined notification using the instant messaging system is possible (S311), and determines whether or not the predetermined notification using the instant messaging system is possible (S312).

When the determining unit 421 of the center server 40 receives from the server 10 a response indicating that the predetermined notification using the instant messaging system is not possible (NO in S312), it puts the line to the terminal 20 on hold. It decides to do (S309). Then, when the center terminal 50 becomes capable of responding, the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S305), and notifies the exchange 41 of A connection process is requested (S306). Then, the center terminal 50 makes a call with the terminal 20 through the telephone line (S307).

When determining unit 421 receives from server 10 a response indicating that a predetermined notification using the instant messaging system is possible (YES in S312), determination unit 421 transmits a voice response to the effect that notification will be made from the instant messaging system to the exchange. 41 (S313). After reproducing the voice, the determining unit 421 terminates the connection of the terminal 20 via the telephone line (S314).

After that, when the center terminal 50 becomes able to respond (S315), the determination unit 421 determines the center terminal 50 to be connected to the terminal 20 (S316). The determining unit 421 instructs the determined sensor terminal 50 to transmit a message to the terminal 20 using the instant messaging system (S317).

An operation example of the server 10 is the same as that of the first embodiment of the present disclosure shown in FIG. 7, so detailed description is omitted.

After the user of the terminal 20 agrees to use the instant messaging system, the search unit 110 of the server 10 sends a response to the center server 40 that the instant messaging system can be used. You may make it notify. More specifically, for example, when the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, the terminal 20 is requested to consent to the use of the instant messaging system, and the terminal 20 selects the consent. In this case, the terminal 20 notifies the center server 40 via the server 10 of a response that the instant messaging system can be used. This makes it possible to prevent messages from being sent to the wrong user even if the user identifier and telephone number are associated differently.

In addition, in the confirmation request, the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify the instant messenger account associated with the center terminal 50 or the center server 40, and the terminal 20 When the text of the message is included, the server 10 sets the identifier in the instant messaging system of the terminal 20 as the destination, and sends the message with the instant messenger account associated with the center terminal 50 or the center server 40 as the transmission source. Terminal 20 may transmit.

As described above, in the second embodiment, when the center server 40 determines that it takes time to respond to an incoming call from the terminal 20, when it becomes possible to respond, instant messaging The system notifies the terminal 20 of this. Therefore, the user of the terminal 20 can receive the notification of the message when it becomes possible to respond, and can start talking with the operator, so there is no need to keep waiting in a holding state. In addition, since the call center side can end the call once, it is possible to reduce the payment of the call charge due to the continuation of the hold.

<Modification 1>
Modification 1 of the second embodiment of the present disclosure is a case where the center terminal 50 transmits a message to the terminal 20, and if the message does not become "read", the center terminal 50 transmits the message This is a modified example in which the message is repeatedly notified until the message becomes "read".

Since the center terminal 50 resends the message repeatedly until the read information is received, the user of the terminal 20 can be urged to confirm the message, and the operator can be assured that the user can be connected. can be notified.

The response processing unit 511 of the center terminal 50 transmits a message to the terminal 20 based on the instruction from the center server 40 . The message to the terminal 20 includes the content indicating that "it is now possible to connect to the operator".

Here, the communication I/F 54 of the center terminal 50 receives read information from the server 10 when the transmitted message is displayed on the screen (talk room) of the terminal 20 . The read information is information indicating that the transmitted message has been displayed on the screen (talk room) of the terminal 20 . Here, “already read” indicates that a predetermined message has been displayed on the screen (talk room) of terminal 20 . On the other hand, "unread" indicates that the message has not yet been displayed on the screen (talk room).

In response to the reception of the read information, the display processing unit 510 of the center terminal 50 puts the word "read" around the message corresponding to the read information among the messages displayed in the talk room. Generate display data for display. The display processing unit 510 generates, for example, display data for displaying the characters "read" to the left of the message corresponding to the read information in a font smaller than that of the message.

When the message sent to the terminal 20 displays the characters "already read", the center terminal 50 starts connection to the terminal 20 via the telephone line.

The response processing unit 511 of the center terminal 50 transmits the message to the terminal 20 again if the message "already read" is not displayed in the message transmitted to the terminal 20 after a predetermined time has passed. The predetermined period of time is predetermined and may be of any length, for example 3 minutes.

Note that the response processing unit 511 of the center terminal 50 may resend the repeated message every time a predetermined time elapses.

Since the center terminal 50 resends the message repeatedly until the read information is received, the user of the terminal 20 can be urged to confirm the message, and the operator can be assured that the user can be connected. can be notified.

<Modification 2>
Modification 2 of the second embodiment of the present disclosure is a modification in which a message for requesting "add friends" is sent to the terminal 20 when the instant messaging system completes the response. .

In the instant messaging system, when a user "adds" another user as a friend, an icon corresponding to the other user is displayed in the list of other users displayed on the terminal 20 of the user. As a result, the user can initiate an instant message with that other user by selecting the icon corresponding to that other user on the list.

Therefore, in Modified Example 2 of the second embodiment of the present disclosure, the center server 40 or the center terminal 50 requests the user of the terminal 20 to "add friends" and makes a phone call at the next opportunity. It is possible to connect to the center server 40 or the center terminal 50 using an instant messaging system.

After the response by the instant messaging system is completed, the response processing unit 511 of the center terminal 50 uses the instant messaging system to send a message to request the terminal 20 to "add friend". The message may include, for example, a link (tag) for automatically executing friend addition processing simply by selection by the user of terminal 20 .

Also, the message transmitted by the center terminal 50 may include the content related to the benefits of "adding friends". Benefits include, for example, the ability to use "stamps" (icons that can be displayed in talk rooms) created by companies for free.

The user of the terminal 20 adds the company to the friend list by approving the "friend addition" of the company of the center terminal 50 based on the message for requesting "friend addition" displayed in the chat room. be done.

Therefore, the user of the terminal 20 can connect to the center terminal 50 and request a response by selecting the company in the friend list and starting a talk without making a phone call.

<Third Embodiment>
The third embodiment is an embodiment in which the connection between the terminal 20 and the center terminal 50 is switched from a telephone line connection to a communication line connection. In other words, this is an embodiment in which a response to an inquiry is switched from a telephone call response to an instant messaging system response. The contents described in the third embodiment are also applicable to the first and second embodiments.

For example, if the user of the terminal 20 cannot continue the call because he/she needs to get on a train or the like during the response to the inquiry, the response to the inquiry can be interrupted by switching to the response by the instant messaging system. can be prevented.

(Configuration example)
In the third embodiment of the present disclosure, the configuration example of the center server 40 is the same as the configuration example of the center server 40 of the first embodiment shown in FIG. 3, so detailed description will be omitted. Also, in the third embodiment of the present disclosure, the configuration example of the center terminal 50 is the same as the configuration example of the center terminal 50 of the first embodiment shown in FIG. 3, so detailed description will be omitted.

The center server 40 instructs the center terminal 50 to respond via the telephone line.

Thereafter, the center server 40 receives a request from the center terminal 50 to switch to message transmission/reception using the instant messaging system.

Upon receiving the request from the center terminal 50 , the determining section 421 of the center server 40 requests the server 10 to confirm whether the terminal 20 can use the instant messaging system.

When the determination unit 421 receives a response from the server 10 indicating that the instant messaging system cannot be used, the determination unit 421 instructs the center terminal 50 to continue the call. Specifically, determination unit 421 transmits to display device 54 of center terminal 50 an instruction including display data for displaying that the instant messaging system is unavailable. Note that the display data may be created by the display processing unit 510 of the center terminal 50 .

On the other hand, when receiving a response from the server 10 that the instant messaging system is available, the determining unit 421 instructs the center terminal 50 to switch to the instant messaging system. Specifically, determination unit 421 transmits to display device 54 of center terminal 50 an instruction including display data for displaying that the transition to the instant messaging system is possible. Note that the display data may be created by the display processing unit 510 of the center terminal 50 . That is, the response that the instant messaging system is available is information that triggers the terminal 20 to send a message using the instant messaging system.

When the response processing unit 511 of the center terminal 50 receives a request for switching to the instant messaging system from the user of the terminal 20 during a call with the user of the terminal 20, the response processing unit 511 instructs the center server 40 to use the instant messaging system. send a request to switch to sending and receiving messages A request from the user of the terminal 20 is accepted by voice (over the phone) in a call between the user (operator) of the center terminal 50 and the user of the terminal 20 . A user (operator) of the center terminal 50 uses the input/output device 53 to request switching to message transmission/reception using the instant messaging system.

Further, when the response processing unit 511 of the center terminal 50 receives a response from the server 10 indicating that the instant messaging system cannot be used, the display device 54 displays display data indicating that the instant messaging system cannot be used. . Then, the user (operator) of the center terminal 50 informs the user of the terminal 20 by voice (over the phone) that the instant messaging system cannot be used, and continues the call.

Further, when the response processing unit 511 of the center terminal 50 receives a response that the instant messaging system can be used, the display device 54 displays display data indicating that the transition to the instant messaging system is possible. indicate. Then, the user (operator) of the center terminal 50 informs the user of the terminal 20 of the transition to the instant messaging system by voice (over the phone) and ends the call. After that, the response processing unit 511 of the center terminal 50 transmits a message to the terminal 20 using the instant messaging system.

(Operation example)
FIG. 13 is a flowchart showing an operation example of the center server 40 according to the third embodiment of the present disclosure.

The center server 40 instructs the center terminal 50 to respond via the telephone line (S401).

The center server 40 receives a request from the center terminal 50 to switch to message transmission/reception using the instant messaging system (S402).

Upon receiving the request from the center terminal 50, the determination unit 421 of the center server 40 requests the server 10 to confirm whether or not the instant messaging system of the terminal 20 can be used (S403).

After that, the determining unit 421 of the center server 40 receives a reply about whether or not the instant messaging system can be used from the server 10 (S404), and determines whether or not the instant messaging system can be used (S405).

When the determination unit 421 receives a response from the server 10 indicating that the instant messaging system cannot be used, the determination unit 421 instructs the center terminal 50 to continue the call (S406).

When receiving a response from the server 10 that the instant messaging system is available, the determining unit 421 instructs the center terminal 50 to shift to the instant messaging system (S407).

In the third embodiment of the present disclosure, the operation example of the server 10 is the same as the operation example of the server 10 of the first embodiment shown in FIG. 6, so detailed description will be omitted.

After the user of the terminal 20 agrees to use the instant messaging system, the search unit 110 of the server 10 sends a response to the center server 40 that the instant messaging system can be used. You may make it notify. More specifically, for example, when the telephone number of the terminal 20 included in the confirmation request is stored in the storage device 15, the terminal 20 is requested to consent to the use of the instant messaging system, and the terminal 20 selects the consent. In this case, the terminal 20 notifies the center server 40 via the server 10 of a response that the instant messaging system can be used. This makes it possible to prevent messages from being sent to the wrong user even if the user identifier and telephone number are associated differently.

In addition, in the confirmation request, the telephone number of the terminal 20, the telephone number of the center terminal 50 or the center server 40, an identifier that can uniquely identify the instant messenger account associated with the center terminal 50 or the center server 40, and the terminal 20 When the text of the message is included, the server 10 sets the identifier in the instant messaging system of the terminal 20 as the destination, and sends the message with the instant messenger account associated with the center terminal 50 or the center server 40 as the transmission source. Terminal 20 may transmit.

As described above, in the third embodiment of the present disclosure, the center terminal 50 confirms with the center server 40 whether switching to the instant messaging system is possible. Therefore, it is possible to reliably switch from a telephone line connection to a communication line connection, and if it is not possible to switch, the telephone line connection can be continued, so that the response to inquiries will not be interrupted in the middle. can be prevented.

<Modification 1>
Modification 1 of the third embodiment of the present disclosure automatically receives, as a message, the contents of the call exchanged by the terminal 20 when switching to the instant messaging system from the middle of a telephone call. This is a modified example when possible.

Since the user of the terminal 20 can receive the contents of the conversation as a message, he can confirm the contents of the responses so far, and can smoothly shift to the response by the instant messaging system.

FIG. 14 is a diagram showing a configuration example of the center terminal 50 in Modification 1 of the third embodiment of the present disclosure. As shown in FIG. 14 , the center terminal 50 includes a generating section 512 . The rest of the configuration of the center terminal 50 is the same as the configuration example of the center terminal 50 of the first embodiment shown in FIG. 4, so detailed description will be omitted.

The generating unit 512 of the center terminal 50 generates text data in which the content of the response to the call with the terminal 20 is converted into text. The generation unit 512 generates text data of the content of the response to the call to the terminal 20 by, for example, voice recognition.

Also, the generating unit 512 of the center terminal 50 stores the generated text data in the storage device 55 .

The response processing unit 511 of the center terminal 50 transmits the text data stored in the storage device 55 to the server 10 as a message in the instant messaging system when the response to the terminal 20 is switched from the call to the instant messaging system. .

The generation unit 112 of the server 10 generates display data for displaying the text data received from the center terminal 50 in the talk room, and transmits the display data to the terminal 20 .

The display device 24 of the terminal 20 displays the display data received from the server 10 . As a result, the user of the terminal 20 can confirm the content of the response with the user (operator) of the center terminal 50 as text data before switching to the instant messaging system.

Since the user of the terminal 20 can receive the contents of the conversation as a message, he can confirm the contents of the responses so far, and can smoothly shift to the response by the instant messaging system.

<Modification 2>
Modification 2 of the third embodiment of the present disclosure is a modification in which a message for requesting "add friends" is sent to the terminal 20 when the instant messaging system completes the response. .

In the instant messaging system, when a user "adds" another user as a friend, an icon corresponding to the other user is displayed in the list of other users displayed on the terminal 20 of the user. As a result, the user can initiate an instant message with that other user by selecting the icon corresponding to that other user on the list.

Therefore, in Modified Example 2 of the third embodiment of the present disclosure, the center server 40 or the center terminal 50 requests the user of the terminal 20 to "add friends", and makes a phone call at the next opportunity. It is possible to connect to the center server 40 or the center terminal 50 using an instant messaging system.

After the response by the instant messaging system is completed, the response processing unit 511 of the center terminal 50 uses the instant messaging system to send a message to request the terminal 20 to "add friend". The message may include, for example, a link (tag) for automatically executing friend addition processing simply by selection by the user of terminal 20 .

Also, the message transmitted by the center terminal 50 may include the content related to the benefits of "adding friends". Benefits include, for example, the ability to use "stamps" (icons that can be displayed in talk rooms) created by companies for free.

The user of the terminal 20 adds the company to the friend list by approving the "friend addition" of the company of the center terminal 50 based on the message for requesting "friend addition" displayed in the chat room. be done.

Therefore, the user of the terminal 20 can connect to the center terminal 50 and request a response by selecting the company in the friend list and starting a talk without making a phone call.

Although the embodiments of the present disclosure have been described with reference to drawings and examples, it should be noted that those skilled in the art can easily make various variations and modifications based on the present disclosure. Therefore, it should be noted that these variations and modifications are included within the scope of this disclosure. For example, the functions included in each means, each step, etc. can be rearranged so as not to be logically inconsistent, and it is possible to combine a plurality of means, steps, etc. into one or divide them. . Further, the configurations shown in the above embodiments may be combined as appropriate.

10 server (information processing device)
11 control device 12 input/output device 13 display 14 communication I/F
15 storage device 20 terminal (information processing terminal)
21 control device 22 communication I/F
23 input/output device 24 display device 25 microphone 26 speaker 27 camera 28 storage device 30 network 40 center server 41 exchange 42 control device 43 input/output device 44 display 45 communication I/F
46 storage device 50 center terminal 51 control device 52 input/output device 53 display 54 communication I/F
55 storage device

Claims (3)

the server device,
a storage unit that associates and stores telephone numbers and message service user identification information;
A first receiving, from an external device, a message transmission request including a telephone number and information including the content of a call before the message transmission request between a terminal having the telephone number and an external device or a terminal connected to the external device a receiver;
a first transmission unit configured to transmit a message using information including the contents of the call to the user identification information corresponding to the telephone number included in the message transmission request;
a second transmission unit configured to transmit to the external device information indicating that the message transmission request cannot be accepted when user identification information corresponding to the telephone number included in the message transmission request does not exist;
program to function as a storage unit that associates and stores telephone numbers and message service user identification information;
A first receiving, from an external device, a message transmission request including a telephone number and information including the content of a call before the message transmission request between a terminal having the telephone number and an external device or a terminal connected to the external device a receiver;
a first transmission unit configured to transmit a message using information including the contents of the call to the user identification information corresponding to the telephone number included in the message transmission request;
a second transmission unit configured to transmit to the external device information indicating that the message transmission request cannot be accepted when user identification information corresponding to the telephone number included in the message transmission request does not exist;
A server device comprising a storage unit that associates and stores telephone numbers and message service user identification information;
A first receiving, from an external device, a message transmission request including a telephone number and information including the content of a call before the message transmission request between a terminal having the telephone number and an external device or a terminal connected to the external device a receiver;
a first transmission unit configured to transmit a message using information including the contents of the call to the user identification information corresponding to the telephone number included in the message transmission request;
a second transmission unit configured to transmit to the external device information indicating that the message transmission request cannot be accepted when user identification information corresponding to the telephone number included in the message transmission request does not exist;
A system with

Images