JP2001218181A - Two-way communication method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To perform services such as education or sales between a user and a call center in two-way manner through an Internet line by merging the distribu tion of web contents to be supplied to the web browsing of the user with a picture and voice communication means. SOLUTION: A base station 1 is connected to a terminal station 2 via an Internet line 3. The stations 1 and 2 are respectively provided with superimposing parts 19 and 29 so that two-way transmission is realized in conformity to an Internet protocol by the superimposition of video data VD and audio data AD on the data of HTML format.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] 1. Field of the Invention [0002] The present invention relates to two-way communication, and more particularly to a technology for transmitting and receiving services via a network.

[0002]

2. Description of the Related Art Conventionally, so-called web browsing for browsing a homepage or the like using browser software via an Internet line has been performed. In addition, services such as mail-order sales, education, and consulting using videophones are also provided.

[0003]

[Problems to be solved by the invention] However, for the browser software user, the information obtained from the homepage is as follows.
It is usually delivered from unattended computers. Therefore,
If you have any questions or questions about the details of the information, you can search and solve from a standardized question sentence (FAQ: Frequently Asked Question) and the answer, or e-mail (E-mail) if not found And asked the person in charge of the homepage concerned, and it was necessary to get an answer at a later date. For this reason, there was a problem that detailed information could not be obtained immediately.

[0004] Further, in a service using a videophone, bidirectional information exchange is possible, but usually, information other than the image and voice of the videophone is not exchanged.

[0005] In recent years, a system called a CTI (Computer Telephony Integration) system has been operated in which a call center responds to a user by voice over a telephone line, processes customer information by a computer, and provides a response service for each customer. ing. On the other hand, VoI
P (Voice over Internet Protocol) allows audio signals to be transmitted over an Internet line.

Thus, if the latter is applied to the former, it is possible to easily connect to the call center from an Internet terminal such as a computer, and the call center provides voice response to the user via the Internet line, processes customer information by the computer, A service can be provided every time. However, it was not possible to perform web browsing or respond to images and sounds as it was.

[0007] The present invention has been made in view of the above circumstances, and combines the distribution of web contents to be used for web browsing of a user with communication means of images and sounds to provide an education between a user and a call center. , Providing technology for bidirectional sales and other services through the Internet.

[0008]

Means for Solving the Problems Claim 1 of the present invention
Are related to HTML (HyperText Ma)
This is a two-way communication method for transmitting data in a "Keap Language" format and at least one of audio data and image data in two directions according to the same protocol.

[0009] The invention according to claim 2 is as follows:
2. The two-way communication method according to claim 1, wherein the HTML is used.
The format data is superimposed on the videophone protocol.

According to a third aspect of the present invention,
3. The two-way communication method according to claim 2, wherein said video telephone protocol is recommended by the International Telecommunication Union Telecommunication Standardization Sector Recommendation No. H.264. 323 or H.323. 324, and the data in the HTML format conforms to the recommendation number T.324 in the architecture. They are arranged in accordance with H.120 standards.

According to a fourth aspect of the present invention,
2. The two-way communication method according to claim 1, wherein at least one of the audio data and the image data is HyperTex.
It is superimposed on tTransportProtocol.

According to a fifth aspect of the present invention,
2. The two-way communication method according to claim 1, wherein at least one of said audio data and said image data is a voice.
Transmission is performed in accordance with over Internet Protocol.

According to a sixth aspect of the present invention,
5. The two-way communication method according to claim 4, wherein at least one of the audio data and the image data is transmitted in an HTML format using an extension tag.

According to a seventh aspect of the present invention, there is provided:
7. The two-way communication method according to claim 6, wherein the extension tag is an extensible markup XML (XML).
ngue) standard.

[0015] The invention according to claim 8 is as follows.
2. The two-way communication method according to claim 1, wherein the HTML is used.
The format data is second image data, and the method includes a step of combining the image data and the second image data.

According to a ninth aspect of the present invention, there is provided:
2. The two-way communication method according to claim 1, wherein the HTML is used.
The data of the format is the second audio data, and the method includes the step of (a) synthesizing the audio data and the second audio data.

According to a tenth aspect of the present invention, there is provided the bidirectional communication method according to the ninth aspect, wherein the method is executed prior to the step (a). The method further includes the step of unifying the sampling frequency of the audio data.

According to an eleventh aspect of the present invention, there is provided the bidirectional communication method according to the tenth aspect, wherein the method is executed prior to the step (b). The method further comprises the step of expanding the audio data.

According to a twelfth aspect of the present invention, there is provided the bidirectional communication method according to the first aspect, wherein the bidirectional transmission is performed between a base station and a terminal station, and a) delivering web content to the terminal station; and (b) delivering another content or at least one of the audio data and the image data in response to a request from the terminal station.

According to a thirteenth aspect of the present invention, there is provided the bidirectional communication method according to the twelfth aspect, wherein the base station further comprises: (c) the voice data and the image data with the terminal station. The step of performing bidirectional communication using at least one of the data is performed.

According to a fourteenth aspect of the present invention, in the two-way communication method according to the thirteenth aspect, in the step (c), the base station considers a history of the request and the terminal station Communicate bidirectionally with.

According to a fifteenth aspect of the present invention, there is provided the bidirectional communication method according to the fourteenth aspect, wherein the base station further executes (d) a step of controlling a function of the terminal station.

[0023]

FIG. 1 is a block diagram for explaining an embodiment of the present invention. Base station 1 such as a call center
Is provided with an input device 13 and an output device 14 which are operated by an operator, each of which inputs and outputs audio data AD and image data VD, respectively. Further, the base station 1 includes a customer information database 11 that stores information about the user himself / herself, which will be described later, and customer information CI including a request for a call center.
Web contents database 1 that stores Web contents WC in ML (HyperText Makeup Language) format
2 and a superposition unit 19.

The customer information CI is exchanged between the customer information database 11 and the superimposing section 19, and the web content WC to be distributed to the terminal station 2 is transmitted from the web content database 12 to the superimposing section 19. The superimposing unit 19 converts the image data VD and the audio data AD into HTM
The data is superimposed on the data in the L format and transmitted to the Internet line 3.

On the other hand, a terminal station 2 provided in the home
Is connected to the base station 1 via the Internet line 3. An input device 23 and an output device 24 operated by a user are provided, and these input and output audio data AD and image data VD, respectively. The output device 24 also outputs HTML-format web contents WC. Also, the terminal station 2
A general-purpose recording device 21 for storing the customer information CI and the distributed web contents WC, and a superimposing unit 29 for superimposing the image data VD and the audio data AD on the data in the HTML format and transmitting the data to the Internet line 3 are also provided. .

The superimposition units 19 and 29 store at least one of the image data VD and the audio data AD with the HTML
By superimposing the data in the format in, for example, the following three modes, the data can be transmitted bidirectionally according to the same protocol.

As a first superimposing mode, data in HTML format is superimposed on a videophone protocol. As the videophone protocol, for example, the International Telecommunication Union Telecommunication Standardization Sector (ITU-TSS: International Telecommun
ication Union-Telecommunication Standarization Sec
tor) recommendation number H. 323 and H.E. 324 is adopted. The former is a multipoint video / audio transmission protocol, and the latter is a low bit rate video / audio transmission protocol. FIG. 3 is a conceptual diagram showing the basic architecture of H.323. 324 also has a similar basic architecture.

As shown in FIG. In the basic architecture of H.323 (and recommendation number H.324), recommendation number T.323 is used. Data can be provided in accordance with H.120 standards. Therefore, HT
By arranging the data in the ML format, the first superimposing mode can be realized.

As a second superimposing mode, VoIP enables transmission of audio data AD in accordance with IP (Internet Protocol), and transmission of image data VD in a similar manner in accordance with IP. HTML format data is superimposed. For example, although VoIP has not been standardized yet, An operation conforming to H.323 is often used, and by adopting the first superposition mode in such operation, the second superposition mode can be realized.

Note that the currently mainstream net meeting is the recommendation number H.264. H.323 only, and it is possible to communicate images and sounds, but it is not compatible with browsing HTML-format web contents. Communication is also possible in chatting, but it is not compatible with browsing HTML-format web content.

As a third superimposition mode, the image data VD and the audio data AD can be handled in the HTML format by the extension tag. In HTML format, XML (eXtensib
le Markup Language) It is possible to create tags that indicate commands freely in the standard, and by creating extended tags in accordance with this standard, image data VD and audio data AD can be handled in HTML format. Similarly, HTTP (HyperText Transport
Protocol) and the third superimposing mode can be realized. Also, a plug-in may be used.

FIG. 3 is a conceptual diagram showing various functions performed in the two-way communication in which the image data VD and the audio data AD and the HTML format data are superimposed as described above. In each figure, the function shown on the left is realized in the base station 1 and the function shown on the right is the terminal station 2
It is realized in.

FIG. 3A shows the distribution of the web content WC from the base station 1 to the terminal station 2, which corresponds to web browsing on the ordinary Internet. Terminal station 2
Web content WC can be browsed at the same time even if there are a plurality of.

FIG. 3B shows transmission of customer information CI from the terminal station 2 to the base station 1. Customer information CI is HTT
It can be transmitted in HTML format according to P. As described above, the customer information CI includes a request from the customer to the call center, for example, the web content WC.
May be a question about the content of the question.

FIG. 3C shows the distribution of the image data VD and the audio data AD from the base station 1 to the terminal station 2. Here, the case where the terminal station 2 reproduces the image data VD and the audio data AD is shown. ing. Such a distribution may correspond to, for example, a request from the customer to the call center included in the customer information CI shown in FIG. 3B, or the base station 1 may transmit one of the web contents WC in response to the request from the user. The distribution may be of a so-called “pull” type, in which the distribution of a copy is performed. In particular, in the latter case, a plurality of terminal stations 2 may simultaneously receive and reproduce the web content WC.

FIG. 3D shows browsing of the customer information CI performed in the base station 1, not in the form of communication. The operator of the base station 1 can use the output device 14 to browse the customer information CI extracted from the customer information database 11. Thus, when any request is received from the user, the history of the user can be searched and browsed.

FIG. 3E shows a distribution employing a so-called "push" mode, in which information is transmitted from the base station 1 to the terminal station 2 irrespective of a request from a user. In general web browsing, a part of the web content WC, for example, an advertisement is realized as a delivery. However, in the present invention, in addition to this, image data VD and audio data AD can be transmitted via the Internet line 3 by push. As an aspect, distribution can be performed.

FIG. 1F shows a mode in which the base station 1 and the terminal station 2 perform one-to-one image and voice communication, which corresponds to a conventional videophone. However, these are also transmitted via the Internet line 3 in the present invention. For example, the operator of the base station 1 and the user of the terminal station 2 communicate with each other about a question that has not been solved by the FAQ.

FIG. 2G shows a so-called collaboration mode, in which the base station 1 has a device controlled by the terminal station 2 or vice versa and controls the other device. For example, the content of the general-purpose recording device 21 of the terminal station 2 is rewritten from the base station 1 and then the base station 1
Is a case where the distribution of the specific web content WC is performed without the user being conscious. In such a case, the control information is transmitted in HTML.
By expressing in a format, not only the image data VD and the audio data AD but also the control information are bidirectionally transmitted via the Internet line 3. Also in this case, a plurality of terminal stations 2 can function simultaneously. FIG. 3G shows a case where the base station 1 and the terminal station 2 are controlled mutually.

FIG. 6H shows a form of an open question, in which the base station 1 distributes image data VD and audio data AD to a plurality of terminal stations 2 as shown in FIG. A question or the like from the terminal station 2 can be received and answered. If the content of the question is to be disclosed to many terminal stations 2, the content can be distributed to a plurality of terminal stations 2.

The embodiment shown in FIG. 3 is merely an example, and the functions of various other embodiments can be performed. At this time, in the two-way communication performed between the base station 1 and the terminal station 2, the image data VD, the audio data AD, the HTM
The data in the L format is superimposed and transmitted. Of course, the image data VD and the audio data AD may be compressed.

The base station 1 and the terminal station 2 are connected by setting an IP address and are distinguished from each other. FIG. 4 is a conceptual diagram showing an image of data sequentially transmitted through the Internet line 3. As shown in FIG. A plurality of data packets Q1, Q2,
Each of Q3, Q4, Q5, Q6,... Has an IP address of a transmission destination, and each of the base station 1 and the terminal station 2 acquires only a data packet having its own IP address.

The first type of image may be transmitted in HTML format, and the second type of image may be transmitted by the image data VD. For example, this is a case where a still image is described in the HTML format, and the image data VD is compressed moving image data.

For example, according to FIG. 4, it is assumed that the data packet Q2 is data of a still image described in the HTML format, and the data packet Q5 is data of a compressed moving image. It is assumed that the transmission destinations of these data packets Q2 and Q5 are set to the same terminal station 2. FIG. 5 is a conceptual diagram schematically showing processing in the terminal station 2 that has received the data packets Q2 and Q5. Based on the data packets Q2 and Q5, HTML image data J2 and decompressed image data J5 are generated, respectively. These are subjected to a combining process SY in a frame memory provided in the terminal station 2, for example, and a combined screen PIC is generated. In the composite screen PIC, the still image P2 and the moving image P5 are displayed so as to overlap (overlay). For example, a still image P
Reference numeral 2 denotes a browser screen, and a moving image P5 shows a situation on the operator side. As described above, by transmitting two types of image information, in particular, a still image and a moving image as separate packet data, it is possible to update the browser screen while giving the user the situation on the operator side.

Similarly, audio data having different compression methods and different sampling frequencies can be synthesized or selected. FIG. 6 is a conceptual diagram schematically illustrating the processing in the terminal station 2 that has received the data packets Q3 and Q6.
The data packets Q3 and Q6 are audio data compressed in different compression formats, and it is assumed that the transmission destination is set to the same terminal station 2. These are the audio data decompression process E3 and the communication audio data decompression process E, respectively.
6, the expanded audio data J3, J6 are obtained. The data packet Q6 is, for example, audio data compressed in ADPCM (Adaptive Differential Pulse Code Modulation) format, and its sampling frequency is, for example, 8 kHz. The data packet Q3 may be uncompressed audio data, in which case the audio data decompression processing E3 can be omitted. For example, the data packet Q3 is audio data in the WAVE format, and its sampling frequency is, for example, 22 kHz.

In the above example, the audio data J3 and J6 have sampling frequencies of 8 kHz and 22 kHz, respectively.
z and different values from each other. Then, sampling rate conversion processes C3 and C6 are performed on the audio data J3 and J6, respectively.
It is unified to 1 kHz. The resulting audio data undergoes a mixing process M1, and the result undergoes a D / A conversion process M2. The mixing process M1 functionally includes a volume process M11 for controlling the size of the sampling rate-converted audio data J3, a volume process M12 for controlling the size of the sampling rate-converted audio data J6, and a volume process M11, It can be divided into a synthesis process M13 for synthesizing the result of M12. Then, by setting the magnitude of the attenuation / amplification in the volume processes M11 and M12, one or both of the audio data J3 and J6 are synthesized in a predetermined distribution, and D
/ A conversion processing M2. The output of the D / A conversion processing M2 is then amplified by a known technique to obtain audio.

FIG. 7 is a flowchart illustrating a service that can be realized by the present invention, and FIGS. 8 and 9 are flowcharts illustrating a conventional service. FIG. 8 illustrates a service provided when obtaining an article, and FIG. 9 illustrates a service provided when studying.

When obtaining an article, as shown in FIG. 8, the user first checks the article by using a catalog or an advertisement (step S51). Then, the user goes to the store and looks at the product (step S52). At this time, the sales clerk is asked for details about the product or other information such as a payment method (step S53). If the store is familiar to the user, the store clerk can receive advice (step S54). Then, materials and information that meet the needs (requests) of the user are further obtained (step S5).
5). Thereafter, the user purchases a product (step S56).

When studying, as shown in FIG. 9, the user first refers to materials and documents (step S
61). Then, the lecture is listened (step S62). At this time, the lecturer is asked questions about the contents of the lecture (step S6).
3). Then, advice matched to the progress of the student user is obtained from the instructor in charge (step S6).
4). Then, an assignment is given by the instructor (step S6).
5), the user solves and understands the problem (step S6)
6).

For these flows, the service by the two-way communication according to the present invention can realize processing corresponding to each step on a one-to-one basis. In step S41, search and browsing through the Internet are performed. This step is realized by the function of the mode shown in FIG. 3A or FIG. 3E, for example, and corresponds to steps S51 and S61. That is, the user searches for an article in a catalog or an advertisement and refers to a material or a document, which are executed in steps S51 and S61, respectively, in step S51.
41. Specifically, for example, information on products, materials, and documents is distributed from the base station 1 to the terminal station 2 as the web content WC.

At step S42, the description is made on the on-demand contents. This step is shown in FIG.
It is realized by the functions of the modes shown in (b) and (c), and corresponds to steps S52 and S62. That is, the observation of the product and the attendance of the lecture, which are executed in steps S52 and S62, respectively,
42. Specifically, for example, an image of a product, or an image or a sound of a lecture content is delivered from the base station 1 to the terminal station 2 as the image data VD, the audio data AD, or the web content WC.

In step S43, two-way communication using a videophone is performed. The use of the videophone here is in accordance with the IP in the present invention in a superimposed manner as in the example described above. This step is realized, for example, by the function of the mode shown in FIG. 3F, and corresponds to steps S53 and S63. That is, the user's question to the clerk or the instructor, which is executed in steps S53 and S63, respectively, can be realized in step S43.

In step S44, the operator of the base station 1 deals with the user while also considering the customer information CI. This step is realized by, for example, the function of the mode shown in FIGS. 3D and 3C, and is performed in steps S54 and S6.
4 is supported. That is, the enjoyment of the advice by the user, which is executed in steps S54 and S64, respectively, can be realized in step S44. Specifically, for example, a clerk or a lecturer also serves as an operator of the base station 1. Steps S43 and S44 can also be realized by the function of the mode shown in FIG.

In step S45, the web contents WC
Is distributed from the base station 1 to the terminal station 2. Alternatively, image data VD and audio data AD may be encountered instead of the web content WC. This step is shown in FIG.
This is realized by the function of the mode shown in (c), and corresponds to steps S55 and S65. That is, step S5
The acquisition of materials, information, or issues by the user, which is performed in steps S5 and S65, respectively, can be realized in step S45. Specifically, for example, materials, information, or issues are distributed from the base station 1 to the terminal station 2 as contents.

In step S46, electronic settlement or electronic scoring is performed. This step is realized by, for example, the function of the mode shown in FIG.
6, S66. That is, steps S56, S
The settlement of the product purchased by the user and the scoring of the solved problem, which are respectively executed in 66, can be realized by step S46. Specifically, for example, when the terminal station 2 also functions as an account file or an answer file, the operator of the base station 1
For each of them, control processing such as withdrawal and correction is performed.

As described above, the service by the two-way communication according to the present invention can realize services such as sales and education in the real world by processing corresponding to each step on a one-to-one basis.
The process can be smoothly realized in the network.

The base station 1 and the terminal station 2 may be divided into a plurality of blocks as shown in FIG.
A single computer may be used as a whole, as long as the function indicated by each block is achieved. Also, a LAN (Lo
cal Area Network).

[0058]

As described above, according to the present invention, services such as sales and education in the real world can be realized by one-to-one processing for each step, and the process can be realized smoothly in a network. it can.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating an embodiment of the present invention.

FIG. 2 is a conceptual diagram illustrating a basic architecture of two-way communication.

FIG. 3 is a conceptual diagram showing various functions performed in the embodiment of the present invention.

FIG. 4 is a conceptual diagram showing an image of data transmitted in the embodiment of the present invention.

FIG. 5 is a conceptual diagram schematically showing data processing.

FIG. 6 is a conceptual diagram schematically showing data processing.

FIG. 7 is a flowchart illustrating a service that can be realized by the embodiment of the present invention.

FIG. 8 is a flowchart illustrating a conventional service.

FIG. 9 is a flowchart illustrating a conventional service.

[Explanation of symbols]

 Reference Signs List 1 base station 2 terminal station 3 internet line 19,29 superimposition unit WC web content CI customer information AD audio data M1 mixing process PIC synthesis screen SY synthesis process VD image data

──────────────────────────────────────────────────の Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) H04M 11/06 H04N 7/08 Z 9A001 H04N 7/08 7/081 F term (Reference) 5B089 GB04 HA10 HB05 HB10 JA02 JA33 JB02 JB03 JB05 KA01 KE06 5C063 AB03 AB07 AB09 AC10 DA03 5C064 AA02 AC01 AC11 AD02 AD06 AD14 5K030 HA08 HB01 HB02 KA19 5K101 KK04 KK16 KK17 LL02 NN18 TT06 9A001 BB04 JJ04 H03H02 J02 H02 KK56

Claims (15)

[Claims] 1. An HTML (HyperText Mak)
A two-way communication method for transmitting data in an e-Language format and at least one of audio data and image data in two directions according to the same protocol. 2. The two-way communication method according to claim 1, wherein the HTML format data is superimposed on a videophone protocol. 3. The videophone protocol according to Recommendation No. H.264 of the International Telecommunication Union Telecommunication Standardization Sector. 323 or H.323. 324, and the HTML
The data in the format described in Recommendation No. T. The two-way communication method according to claim 2, wherein the two-way communication method is arranged in accordance with H.120 standards. 4. The method according to claim 1, wherein at least one of the audio data and the image data is a HyperText Transport.
The two-way communication method according to claim 1, wherein the two-way communication method is superimposed on the protocol. 5. At least one of the audio data and the image data is Voice over Internet.
The two-way communication method according to claim 1, wherein the transmission is performed in accordance with tProtocol. 6. The two-way communication method according to claim 4, wherein at least one of the audio data and the image data is transmitted as an HTML format using an extension tag. 7. The extension tag may be an XML (extensi
The two-way communication method according to claim 6, which complies with a ble markup language standard. 8. The two-way communication method according to claim 1, wherein the data in the HTML format is second image data, and comprising a step of combining the image data and the second image data. 9. The two-way communication method according to claim 1, wherein the data in the HTML format is second audio data, and the method further comprises: (a) synthesizing the audio data and the second audio data. 10. The two-way communication method according to claim 9, further comprising the step of: (b) unifying the sampling frequencies of the audio data and the second audio data, which are executed prior to the step (a). 11. The two-way communication method according to claim 10, further comprising: (c) decompressing the audio data and the second audio data, which is executed prior to the step (b). 12. The bidirectional transmission is performed between a base station and a terminal station, wherein the base station (a) distributes web content to the terminal station; and (b) a request from the terminal station. And distributing at least one of the audio data and the image data according to another content. 13. The both base stations according to claim 12, wherein the base station further executes the step of: (c) bidirectionally communicating with the terminal station using at least one of the audio data and the image data. Communication method. 14. The two-way communication method according to claim 13, wherein, in the step (c), the base station performs two-way communication with the terminal station in consideration of a history of the request. 15. The two-way communication method according to claim 14, wherein the base station further executes the step of: (d) controlling a function of the terminal station.