JP2001117839A - Consultation system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a means for obtaining more information when information that a customer requires can not be obtained sufficiently by referring only contents that a consultation system provides. SOLUTION: This system is provided with a portable telephone set or information terminal which can be connected to the Internet, a Web server that a customer consults through the portable telephone set or information terminal, a consultation workstation which sends and receives information to and from the Web server, and an information input area 71 for entering inquiry items to an operator of a consultation center into a Web page; and the Web server when detecting the inquiry items in the information area calls the operator of the consultation workstation to inform the operator that the inquiry items need to be answered and the operator has contents to be answered to the customer by using the workstation or telephone.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a consultation system using Web pages, and more particularly to a Web server or a workstation operated by an operator using a mobile phone or an information terminal connected to the Internet via a wireless subscriber network. Related to a consultation system for exchanging information between the parties.

[0002]

2. Description of the Related Art Conventionally, in a consultation system of this kind, a customer registered in a Web server draws out a content including a desired content from a terminal connected to the Internet using a Web page on the Internet and browses it. Was.

As an example of this type of consultation system, there is a system having a configuration as shown in FIG. 7, for example, explaining the contents of a financial product of a certain financial institution to a customer and accepting an investment or loan application. In FIG. 7, the customer 10 is
Content 3 stored in Web server 30 by accessing Web server 30 from terminal 20 via the Internet
The Web page 70 on which the guidance information of the financial product is placed is extracted from 1 to check the type and characteristics of the product. However, the information on the ready-made Web page 70 for general customers is often insufficient for individual customers to request a detailed explanation, and the customer eventually goes to a financial institution store. Or had to call or get an explanation.

[0004]

In a conventional system in which a customer who uses a consultation system established on a Web server pulls out a content including consultation contents registered in the Web server from a Web terminal and browses it. However, the content, including the consultation information, has a limited recording range, content depth, and update frequency, so the content does not always match the content that the customer wants to consult, especially when the consultation content is complicated and specialized, In many cases, the consultation process did not go well if it was an unprecedented matter.

[0005] As described above, the first problem is that the information required by the customer cannot be sufficiently obtained only by referring to the relevant content alone. It means that we need a way to get information.

[0006] As a second problem, a Web site on the customer side is used.
There were mobile phones or portable information terminals that could connect to the Internet via a wireless subscriber network,
Since the information display screen is small, the amount of information that can be displayed at one time is limited as compared with the case where a general personal computer is used. The size and composition of the Web page is determined according to the model of the small screen so that it can be displayed even if the information terminal is used, so if the Web page is transmitted to a device with a sufficiently large information display screen The screen display ability was not utilized.

[0007]

According to a first aspect of the present invention, there is provided a consultation system comprising: a mobile phone or an information terminal connectable to the Internet via a wireless subscriber network; a Web server; and the Web server. A work station having means for transmitting and receiving information, an area for inputting character information and a transmission key provided in a Web page displayed on the mobile phone or the information terminal, and after inputting the character information in the area, When the transmission key is clicked, the character information is transmitted to the Web server, and the Web server transmits the character information to the workstation, and the workstation operator operates the workstation to generate a reply to the character information. And said W
A means is provided for enabling the reply to be transmitted to the mobile phone or the information terminal via an eb server.

[0008] The consultation system of claim 2 of the present invention comprises:
Based on the character information transmitted to the workstation, an operator of the workstation calls a telephone of a sender of the character information by telephone and talks with the caller.

The consultation system according to claim 3 of the present invention comprises:
The Web server includes means for analyzing the character information transmitted from the mobile phone or the information terminal, and enabling transmission of the character information to a selected workstation based on the analysis result.

[0010] The consultation system of claim 4 of the present invention comprises:
The mobile phone or the information terminal transmits information indicating display conditions of a display device provided for displaying the Web page to the Web terminal.
b), the web server comprises means for composing a web page according to the display conditions and enabling transmission to the mobile phone or the information terminal.

The consultation system according to claim 5 of the present invention comprises:
The Web server transmits the information indicating the display condition of the display unit transmitted from the mobile phone or the information terminal to the workstation to inform the operator of the display condition by displaying the information, and the operator consults with the display condition. Means is provided for creating an answer and transmitting the answer to the mobile phone or the information terminal via the Web server.

[0012]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, the present invention will be described in detail with reference to the drawings.

The present invention will be described with reference to the flow charts of FIGS. 1 and 2. A customer 10 receives a message from a mobile phone 20 or an information terminal 21 which can be connected to the Internet via a wireless subscriber network 80, for example, a web page of a financial institution. The server accesses the server 70 (step S1). As shown in FIG. 3A, which is an example of a mobile phone, or FIG. 3B, which is an example of an information terminal, a Web on which guidance information of financial products is placed.
The page 70 is pulled out, and the type and characteristics of the product are checked (step S2). As a result, if the user is satisfied with the description of the Web page 70, the consultation is completed. However, if the user is not satisfied with the description of the Web page 70 alone (step S3), the process goes to step S4 to input information provided in the web page 70. Enter the inquiry in characters in the area 71 and enter W
The transmission key 72 set on the web page 70 is clicked (step S4). The character information is transmitted to the Web server 30 via the Internet. Web server 30
Transmits the information input to the information input area 71 to the workstation 40, and displays the content on the screen of the workstation 40 (step S5). At this time, We
b server 30 sends the inquiry to the mobile phone 2
0 or the information terminal 21 returns a response "Inquiry accepted. Please wait for a while, we will reply."

The workstation 4 that has received the inquiry
When the operator 60 reads the character information displayed on the screen and operates the workstation 40 to generate an answer to the character information, the operator 60 sends the inquiry to the mobile phone 20 or the information terminal 21 via the Web server 30. A reply is returned (step S6). Customer 10
The answer is checked (step S7). In step S3, if the answer is satisfied, the process ends. If the answer is not satisfied, the inquiry is re-created and transmitted to the Web server (step S4), and the process is repeated until the answer is satisfied. Will be.

Next, in the present invention, as shown in FIG. 4, a telephone set connected to the customer 10 by a wired or wireless telephone line 81 and a telephone set 41 to the work station 40 are provided.
As shown in FIG. 5, the customer 10 makes an inquiry to the information input area 71 provided in the Web page 70, and at the same time, desires to receive a reply from a telephone connected by a wired or wireless telephone line 81, and When the telephone number of the telephone is input and the transmission key 72 is clicked, the character information is transmitted to the Web server 30 via the Internet.
Then, the character information is transmitted to 0, and the contents of the customer's request are displayed on the screen of the workstation 40. At this time, the Web server 30 once returns a response of “The inquiry has been received.

The operator 60 of the workstation 40
Reads the character information displayed on the screen, understands the desire to receive a response to the inquiry, operates the workstation 40 to create a response to the character information, and, through the Web server 30, the mobile phone 20 or the information. The response is transmitted to the terminal 21. Subsequently, a telephone call is made from the telephone set 41 to the telephone number designated by the customer 10, and a call is made to the customer 10, and a response is made to the inquiry of the customer 10. In this case, the transmission of the answer to the mobile phone 20 or the information terminal 21 and the outgoing call to the telephone number designated by the customer 10 may be used together or may be only one of the outgoing calls. is there. In this case, the telephone 42 of the customer 10 is the mobile phone 2 from which the customer 10 has accessed the web page 70.
0 or another telephone. When the information terminal 21 does not have a mobile phone function, a telephone different from the information terminal 21 is used.

Further, according to the present invention, the Web server 30 has a character analysis function for analyzing the contents of the inquiry as exemplified in FIG. 5, and the customer 10 inputs and sends it to the information input area 71 in the Web page 70. A keyword expressing the contents of the consultation and the name of the consultation partner are extracted from the inquiry items, and, for example, if there is a phrase such as “US government bond” as a keyword or “Mr. The server 30 selects an operator (operator) who handles "US government bonds" or a workstation which "XX" is in charge of, and sends this inquiry to a transmission queue provided for each operator for transmitting the character information. Enter matters. The workstation of the person in charge reads the head of the queue at regular intervals, such as at one-second intervals, and when it finds that an inquiry has entered the queue, reads the content and displays it on the workstation. When the processing of the inquiry item by the person in charge is completed, the head queue that has just finished the processing is deleted, and if the next queue is continued, the contents are read out and the processing by the person in charge is continued. Web
When queuing an inquiry in the transmission queue, the server asks for the number of the inquiry already queued, and asks the mobile phone 20 or the information terminal 21 that "XX name is currently waiting for consultation. Please wait for a while. " In addition, in order to reduce the bias of the burden on a specific person in charge, when the number of queued items exceeds a predetermined number, consideration is given to changing the assignment to the next best person.

With this function, the customer 10 can automatically access the operator most suitable for the contents of the consultation, and can smoothly carry out the consultation. Further, there is an advantage that it is easy to specify and access the operator who consulted last time.

Further, according to the present invention, when the mobile phone 20 or the information terminal 21 accesses the web page 70,
The eb server changes the form of the screen displayed in a form that matches the screen display capability of the mobile phone 20 or the information terminal 21. This is realized by the mobile phone 20 or the information terminal 21 transmitting information indicating the display condition of the display device provided for displaying the web page to the web server. For example, there is a method of transmitting a cookie file. As another method, the customer using the consultation system notifies the manager of the consultation system of the IP address of the mobile phone 20 or the information terminal 21 and the display capability of the screen when starting use of the consultation system. The manager of the consultation system may realize this by storing the IP address and the display capability (the number of vertical and horizontal pixels) of the screen in the Web server 30 as a combined table. Instead of presenting the number of pixels from the customer, the product name of the display device or a device including the display device may be used.
In this case, the Web server 30 determines the number of pixels corresponding to the product name and defines it in the table.

For example, the Web page 70 can be distinguished and displayed according to the display capability of the destination apparatus such that the Web page 70 is composed of only characters or a graph is also displayed.

As described above, the Web server 30 performs transmission corresponding to the display capability of the mobile phone 20 or the information terminal 21 by adjusting the number and arrangement of characters in the vertical and horizontal directions of the Web page 70.

The example of FIG. 6A is an example of a Web page 70 for a portable telephone 20 having a display of 12 characters in width and 11 characters in height, and is composed of only characters. FIG.
(B) shows an example of a Web page 70 for an information terminal 21 having a display of a much larger number of horizontal and vertical characters, and a graph is sent and displayed together with character information. With this function, it is possible to select the number of characters and images so that they can be displayed in an easy-to-understand manner according to the display conditions of the display screen that differs depending on the model, automatically adjust the arrangement, and transmit the Web page 70. We according to the equipment
There is an advantage that the inconvenience of creating the b page 70 and transmitting the Web page 70 of the same configuration to a device having a sufficiently large information display screen can be avoided. According to the present invention, the display conditions of the display screen of the mobile phone 20 or the information terminal 21 are sent to the workstation 40, and the operator sees the information, edits the answer screen, and sends the information to the mobile phone 20 or the information terminal 21 of the customer 10. Send it.

In the above description, the Web server 30
Transmits a Web page 70 on the Internet.
Not only the b server is shown, but also a server that cooperates with the Web server and functions as a database server and an office server that controls the workstation 40 are described as a whole, but these may be installed as individual servers.
Further, the system configuration, the shape and arrangement of the devices and the Web pages 70 shown in the present embodiment are not limited to the present embodiment. Also, the wireless subscriber network is a mobile phone, a PHS, a satellite mobile phone, a car phone, a WLL (Wireless Local Loop) for accessing a public network.
p).

[0024]

As described above, according to the present invention,
The mobile phone 20 and the information terminal 21 can be used by the customer 10 in the consultation system using the web page 70, and the customer 10 can freely move from one place to another to fetch Web information, use the Web to provide consultation contents and requests. In addition to sending items to the consultation center and receiving replies from the consultation center, it is also possible to access the person you want to consult in a short time and specify the way to receive the answer via Web or telephone, Mobility is improved, and convenience as a consultation terminal is further improved. Further, characters and images of the Web page 70 can be selected and configured and transmitted according to the information display screen of the Web terminal of the customer 10 side, and the conditions can be sufficiently satisfied regardless of which mobile phone 20 or mobile information terminal 21 is used. Communication that can be utilized effectively becomes possible.

[Brief description of the drawings]

FIG. 1 is a block diagram of a consultation system using a Web page 70 of the present invention.

FIG. 2 is a flowchart illustrating a consultation system according to the present invention.

FIG. 3 is a perspective view of an embodiment of a display screen of the mobile phone and the information terminal of the present invention.

FIG. 4 is a block diagram of a consultation system provided with a telephone according to the present invention.

FIG. 5 is a perspective view of one embodiment of a consultation system based on a telephone number in the information terminal of the present invention.

FIG. 6 is a perspective view of an embodiment of the display screen of the mobile phone and the information terminal of the present invention.

FIG. 7 is a block diagram of a conventional consultation system using a Web page 70.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Customer 20 Mobile telephone 21 Information terminal 30 Web server 31 Contents 40 Workstation 41 Telephone 42 Telephone 60 Operator 70 Web page 71 Information input area 72 Transmission key 80 Wireless subscriber network 81 Wired or wireless telephone line

 ──────────────────────────────────────────────────続 き Continued on the front page F-term (reference) MM07 NN02 NN03 NN18 RR05 RR15 SS07

Claims (5)

[Claims] 1. A portable telephone or information terminal connectable to the Internet via a wireless subscriber network, a Web server, and a workstation having means for transmitting and receiving information to and from the Web server. An area for inputting character information and a transmission key are provided in a Web page displayed on the information terminal. After inputting the character information in the area, clicking the transmission key transmits the character information to the Web server. The Web server transmits the character information to the workstation, and an operator of the workstation operates the workstation to generate a response to the character information, and
b. A consultation system for transmitting the answer to the mobile phone or the information terminal via a server. 2. The system according to claim 1, wherein an operator of the workstation calls a telephone of a sender of the character information by telephone based on the character information transmitted to the workstation and talks with the caller. Consultation system. 3. The method according to claim 2, wherein the Web server analyzes the character information transmitted from the mobile phone or the information terminal, selects the workstation based on the analysis result, and transmits the character information. The consultation system described in 1. 4. The mobile phone or the information terminal according to claim 1, wherein
The information indicating the display condition of the display device provided for the b-page display is transmitted to the Web server, and the Web server composes a Web page according to the display condition and transmits the Web page to the mobile phone or the information terminal. 2. The consultation system according to claim 1, wherein: 5. The Web server transmits information indicating display conditions of the display unit transmitted from the mobile phone or the information terminal to the workstation, and informs an operator of the display conditions by display, and the operator displays the display conditions. 2. The consultation system according to claim 1, wherein a consultation answer is created according to conditions and transmitted to the mobile phone or the information terminal via the Web server.