JP2002108794A - Inquiring method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To allow a user and a company side responder to transmit information in both directions on a real time basis while a home page is referred to and to leave the content of the transmission of information as record. SOLUTION: When the user clicks a chat inquiry key 21a by a mouse cursor 21h, a Web server decides a responder responding to an inquiry by referring to a first storage means and informs the terminal equipment of the responder of it. When the responder responds to information, chat connection is established between the user and the responder. A message that the preparation of chat connection to the terminal equipment of the user is completed is displayed. Then, the user and the responder make a conversation by a chat system in a chat conversation display area 21b. When the chat terminates, the conversation content is stored in a third storage means.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an inquiry method using a computer network.
The present invention relates to an inquiry method capable of recording an inquiry result as a record.

[0002]

2. Description of the Related Art In the prior art, a means for a user to inquire about public information of a product or the like published on a homepage is generally by e-mail or telephone.

[0003]

However, in the method of inquiring about public information using an e-mail, the time required for the answer generally depends on the system of the company, so that it takes a relatively long time. It was a target. For this reason, an inquiry method that minimizes the time lag from an inquiry request to an actual answer has been desired.

In the method of making an inquiry about public information using a telephone, when a general analog telephone line is used, the Internet connection is temporarily stopped and then a telephone call is made. In this case, when the operator makes an inquiry such as "Please refer to anywhere on the homepage" during an inquiry by telephone, the user has to hang up the telephone and then reconnect to the Internet, which is inconvenient. Also, in the case of an inquiry over the telephone, the inquiry result cannot be confirmed again because the inquiry result is not recorded as it is.

[0005] The present invention has been made in view of the above circumstances,
An object of the present invention is to provide an inquiry method in which information can be bidirectionally transmitted almost in real time between a user and a business responder while connected to the Internet and the content of the information transmission can be recorded.

[0006]

According to an aspect of the present invention, there is provided an inquiry method for inquiring information via a computer network, the operation status of a responder being stored in a predetermined storage device. Sequentially inputting, on the server side, prompting an inquiry to the terminal of the information recipient, and when an inquiry request is issued from the terminal of the information recipient, refer to the operation status in the storage device, A step of determining a responder who can respond to an inquiry, and a step of connecting the determined terminal of the responder and the terminal of the information receiver to shift to two-way communication. In the invention according to claim 2, in the inquiry method according to claim 1,
In the storage device, the skill level of the responder is stored, and in the step of determining the responder, when an inquiry request is generated from the terminal of the information receiver, the server side refers to the operation status. Then, respondents who can respond to the inquiry are extracted, and a final respondent is determined by referring to the skill level in the storage device from the extracted respondents. According to a third aspect of the present invention, in the inquiry method according to the first or second aspect, when the responder who can respond is not determined on the server side, whether to reserve the inquiry is determined. Performing guidance for selection to the terminal of the information recipient, and, if there is an inquiry reservation from the terminal of the information recipient, after accepting the reservation, refer to the operating status in the storage device. When a responder who can respond is detected, the responder and the terminal of the information receiver are connected to shift to two-way communication. Further, according to the invention as set forth in claim 4, in an inquiry method for inquiring information via a computer network, a step of sequentially inputting the operation status of each responder to a predetermined storage device, The step of prompting an inquiry to the terminal of the information receiver, and when an inquiry request is issued from the terminal of the information receiver, the operation state in the storage device is referred to, and the respective responders are sent to the information reception apparatus together with the operation state. Displaying on the terminal of the respondent, prompting the selection, and when a respondent is selected by the terminal of the information recipient, the terminal of the respondent and the terminal of the information recipient are connected, and the two-way communication is performed. And a step of shifting. According to a fifth aspect of the present invention, in the inquiry method according to the fourth aspect, if the responder selected by the terminal of the information receiver cannot respond, whether to reserve an inquiry or not. Performing guidance for selection to the terminal of the information recipient, and, if there is an inquiry reservation from the terminal of the information recipient, after accepting the reservation, refer to the operating status in the storage device. Then, when the responder becomes available to respond, the responder and the terminal of the information receiver are connected to shift to two-way communication. Further, in the invention according to claim 6, in the inquiry method according to claim 1, the step of determining the responder includes the following steps. a: When an inquiry request is issued from the terminal of the information receiver, the server refers to the operating status of the responders sequentially input to a predetermined storage device, and temporarily determines the responders who can respond to the inquiry. Determining step b: notifying the provisionally determined respondent that an inquiry request has been issued c: responding when a response to the inquiry request is obtained from the notified responder In the case where the respondent is formally determined as a true responder, the respondent is formally determined as a true responder. In the invention according to claim 7, information is inquired via a computer network. In the inquiry method, the server prompts the information recipient terminal to make an inquiry. The server sequentially inputs the inquiry request to a predetermined storage device on the server side, and displays the input inquiry request on a terminal of a responder; and a terminal of the responder responding to the inquiry request and a terminal of the information receiver. And switching to two-way communication. Claim 8
In the invention according to claim 7, in the inquiry method according to claim 7, when the inquiry request is issued from a plurality of terminals of the information recipients, the displaying is performed by the same responder. Including the step of displaying together with the terminal, in the step of shifting, when there is a response to each of the inquiries from the terminal of the responder, each terminal of the information receiver corresponding to the terminal of the responder, And perform a plurality of two-way communications in parallel. In the invention according to claim 9, in the inquiry method according to claim 7, the generated inquiry request includes information for designating an operator, and the terminal of the designated responder is The method may further include performing a predetermined display corresponding to the information. In the invention according to claim 10, in the inquiry method according to claim 7, the input inquiry request includes a reception time, and in the step of shifting, the two-way communication is performed in the order of the reception time. The feature is to shift. In the invention according to claim 11, in the inquiry method according to claim 7,
The displaying may include notifying the responder that the inquiry request has been issued. According to a twelfth aspect of the present invention, in the inquiry method according to any one of the first to eleventh aspects, the two-way communication is a two-way communication of character transmission. According to a thirteenth aspect of the present invention, in the inquiry method according to the twelfth aspect, the two-way communication further uses a two-way communication for converting voice into data for transmission. Also, in the invention according to claim 14, in the inquiry method according to any one of claims 1 to 13, in the step of prompting the inquiry, a predetermined mark is provided from the server to the terminal of the information receiver. Is displayed, and when the mark is clicked, it is determined that an inquiry request has been made. In the invention according to claim 15, in the inquiry method according to any one of claims 1 to 14, a step of recording the communication content in the two-way communication on the server side, and a step of recording the communication content on the server side. Accessing a communication content from a terminal of the information recipient.

[0007]

Next, an embodiment of the present invention will be described.

[0008] 1. First Embodiment First, an overview of an inquiry system according to the present embodiment will be described. If the user clicks the chat button displayed on the homepage when the user wants to make any inquiry about the product information while browsing the homepage published by the company, Communication is performed with the Web server of the company that discloses the homepage.
The server determines a respondent from a dedicated operator who is in charge of the inquiry, and establishes a chat connection so that a two-way conversation can be performed by chat between the respondent and the user. Further, the present system also has a function of accepting a reservation waiting for the respondent from the user when the respondent who has attempted to determine cannot respond immediately due to some reason. In order to realize these functions, the present system performs three processes: (1) a chat connection establishment process, (2) a chat connection termination process, and (3) a reservation accepting process. Here, in the present embodiment, “chat” refers to communication in which text messages are bidirectionally exchanged in real time on an online service.

1-A: Configuration of First Embodiment FIG. 1 is a block diagram showing the overall configuration of an inquiry system according to the first embodiment. In FIG. 1, 1, 2,
Reference numeral 3 denotes a terminal device in the company on the homepage providing side, and reference numerals 1a, 2a, and 3a denote operators operating the terminal devices 1, 2, and 3, respectively. Reference numeral 10 denotes a Web server (Web server), which is connected to one or more terminal devices in a company that provides a homepage. In the illustrated state, it is connected to the terminal devices 1, 2, 3 and controls input / output to / from each terminal device.

[0010] The Web server 10 is connected to the Internet via a telephone line, and publishes a home page to various terminal devices connected to the Internet via the telephone line. In the state shown,
A terminal device 20 is connected to the Web server 10 via the Internet. The user 20a operates the terminal device 20 and operates the Web server 1
By connecting to "0", the homepage published by the homepage providing company can be browsed. Each of the terminal devices 1, 2, 3, and 20 has a display screen 21 (not shown) such as a CRT or an LCD, and an input unit 22 (not shown) such as a keyboard and a mouse.

Next, the internal configuration of the Web server 10 will be described in detail. FIG. 2 is a block diagram showing an internal configuration of the Web server 10. As shown in FIG. In the figure, 11 is a terminal control unit, 12 is a storage unit, 13 is a communication input / output unit, 14
Denotes a chat inquiry processing unit.

The terminal control unit 11 controls communication between the terminal devices 1, 2, 3 and the chat inquiry processing unit 14. The communication input / output unit 13 is connected to the Internet via a telephone line, and the chat inquiry processing unit 1
4 and a terminal 20 in the user's home and a chat inquiry processing unit 1 via the Internet.
4 is exchanged with the data.

The storage unit 12 has a first storage unit 12b, a second storage unit 12c, a third storage unit 12a, a Web information storage unit 12d, and a main program 12e.

The main program 12e comprises, for example, a program for displaying various information on the display screen 21 of the terminal device, a program for controlling a chat connection, and the like. Various Web contents (Web contents) such as HTML files and image files are stored in the Web information storage unit 12d. Some Web contents include
Some have link information. Here, the link information is information for designating a target file for pasting another Web content, or a target URL (uniform resource) for jumping to another homepage.
locator). A home page or the like is displayed on the display screen 21 of the terminal device based on these Web contents.

By the way, in order to leave the contents of information transmission between the user and the operator, inquiry history data RD is generated, and this inquiry history data RD is stored in the third storage means 12a. You. FIG. 3 is an explanatory diagram illustrating an example of the data configuration of the inquiry history data RD. In the figure, the inquiry history data RD is composed of data items of “user name”, “chat inquiry outline”, “chat start date and time”, “chat end date and time”, and “chat history”. "User name" is the name of the user who made the inquiry. "Summary of chat inquiry"
It is an outline of the contents of an inquiry. These two are written by the terminal control unit 11 based on the input of the operator immediately after the end of the chat. “Chat start date and time” is the date and time when the chat was started. “Chat end date and time” is the date and time when the chat was ended. “Chat history” is a record of a chat related to an inquiry. These three are automatically written by the chat inquiry processing unit 14 when the chat ends. When the storage area becomes full, the data in the third storage unit 12a is deleted in order from the oldest one.

The system determines an operator (responder) who responds to the inquiry. For this purpose, it is necessary to keep track of the current operating status of the operator. Therefore, operator operation status data OD is generated as information on the operation status of the operator.
D is stored in the first storage unit 12b. FIG. 4 is an explanatory diagram illustrating an example of a data configuration of the operator operation status data OD. In the figure, the operator operation status data OD is composed of data items of “operator name”, “operator identification code”, “status”, “waiting time”, “reservation waiting number”, and “operator data”. ing. The “operator identification code” is an IP address assigned to each terminal device used by the operator by the network administrator, and functions as a code for identifying the terminal of the operator. This “operator identification code” is written by the terminal control unit 11. Here, the IP address in the present embodiment means an identification code assigned to each computer in order to identify a computer connected to the Internet. Generally, it means a 32-bit numeric string.

The "operator name" is the name of the operator who is in charge of the current inquiry, and is written by the terminal controller 11 based on the operator's input. In the illustrated state, “Yoko Yamada” is the operator identification code IPO1
"Oko Suzuki" has the operator identification code IPO2
And "Kato Yoko" is the operator identification code I
PO3 respectively. The “status” is data indicating whether each of the current operators, such as busy (corresponding to the user's inquiry) or vacant (corresponding to the user's inquiry while waiting), can respond, and these are terminals. It is written at the time of initial setting by the control unit 11 or the chat inquiry processing unit 14, and is rewritten when there is a change.

The "number of people waiting for reservation" is the number of users waiting for inquiry reservation. The “waiting time” is data representing a time until the corresponding operator becomes available to respond, and is obtained by a calculation formula of “the number of people waiting for reservation × the standard response time”. These two data items are initialized by the chat inquiry processing unit 14. Here, the standard response time can be arbitrarily set, but is set to 10 minutes / person in the present embodiment. These reservation waiting persons and waiting times are rewritten at three timings: (1) chat connection establishment processing, (2) chat connection end processing, and (3) reservation acceptance processing.

The "operator data" is data representing the skill level of each operator as a responder to the inquiry, and is composed of data items of "carrier", "skill level", and "specialty field". Written by the terminal control unit 11 based on the input. "Career"
Is the number of years of experience (eg, newcomers, 5 years, etc.), and “skill level” is the level of overall answering abilities related to general inquiries (eg, beginner, top class)
"Specialties" are those that are particularly detailed (e.g., networks,
New product information).

A chat connection waiting queue OQ for each operator is generated as data for storing a code for identifying a user and a code for identifying an operator in association with each other. The chat connection waiting queue OQ is stored in the second storage unit 12.
c. FIG. 5 is an explanatory diagram showing an example of the state of the chat connection waiting queue OQ for each operator. In the figure, the “operator identification code” is the same as the “operator identification code” of the operator operation status data OD. The “user identification code” is an IP address assigned to the user terminal, and functions as a code for identifying the inquired user terminal. Each time the chat inquiry processing unit 14 waits for a chat connection, the user identification code is sequentially arranged in association with the corresponding operator identification code. In the state shown in the figure, “Yoko Yamada” of the operator identification code IPO1 and the user identification code I
This shows that the user of PU1 is connected by chat, and thereafter, the user of user identification code IPU2 and the user of user identification code IPU3 are waiting for a reservation. Then, when the chat connection between “Yoko Yamada” and the user with the user identification code IPU1 ends, the chat inquiry processing unit 14 deletes the user identification code IPU1 from the waiting queue OQ1.

Next, the chat inquiry processing section 14 will be described with reference to FIG. In the figure, a chat inquiry processing unit 14 controls a communication input / output unit 13 and a terminal control unit 11 with reference to data in a storage unit 12 to establish a chat connection between a user and an operator in charge,
The data in the first storage unit 12b and the data in the second storage unit 12c are rewritten based on the result. If the chat connection is not possible at this time, such as when all the operators in charge are busy, the chat inquiry processing unit 14
Performs a reservation accepting process with the user, and, based on the result, executes the first storage unit 12b and the second storage unit 12b.
Rewrite the data in c. Also, the chat inquiry processing unit 14 monitors the connection state of the chat, rewrites the data in the second storage unit 12c sequentially to the latest state based on the monitoring result, and also updates the data in the first storage unit 12b. Rewrite the data of Further, when the chat is completed, the chat inquiry processing unit 14
The inquiry history data RD is added to a. The reason for storing the contents of the transmission of the information on the inquiry in this way is to surely leave the inquiry result as a record. The function of the chat inquiry processing unit 14 described above is realized by a predetermined program in the main program 12e and the CPU.

Next, FIG. 6 is an explanatory diagram showing an example of a basic configuration of a home page published by the Web server 10 and displayed on the display screen 21 in the present embodiment. In the figure, reference numeral 21h denotes a mouse cursor, and various operations can be performed by clicking a predetermined place using the mouse cursor 21h. In the following description, the click is performed by using the mouse cursor 2
This is performed using 1 h. 21a is a chat inquiry button, and when the user 20a clicks the button, a chat inquiry request is sent to the chat inquiry processing unit 14 via the Internet and the communication input / output unit 13. 21b is a chat conversation display area in which the input unit 22
(Not shown) allows the user and the operator in charge to chat. 21f is a button for making a reservation, and the user 20a can wait for the reservation of the operator by clicking the button. 21g is a button for not making a reservation, and when the button is clicked, data indicating that the operator does not wait for a reservation is sent to the chat inquiry processing unit 14 via the Internet and the communication input / output unit 13, and the chat inquiry processing is performed. Is to end. Also, on the triangular buttons 21i and 21j,
When the mouse cursor 21h is positioned and clicked, the chat conversation display area 21b scrolls up and down, respectively.

1-B: Operation of First Embodiment Next, the operation of this embodiment will be described. First, FIG.
With reference to FIG. 5 and FIG. 5, an initial setting method of the operator operation status data OD and the chat connection waiting queue OQ for each operator will be sequentially described. Here, in order to simplify the explanation, the operator name “Kato ○
Child OD3 is written first, as an example,
This initial setting method will be described. First, at a predetermined timing, the operator “Yoko Kato” operates his / her own terminal device, and the operator name “Yoko Kato”, the situation “vacant”, the career “two years”, the skill level “middle”, Input each data item of specialty field "New product information". Based on this input, the terminal control unit 11
b, the operator operation status data OD3 is added, each input data item is written into the corresponding data item in the data OD3, and the IP address IPO3 of the terminal device with the operator name “Kato Yoko” is added.
Is detected, written into the operator identification code in the data OD3, and the chat inquiry processing unit 14 is requested to perform an initial setting process. Upon receiving this request, the chat inquiry processing unit 14 initializes the reservation waiting number and waiting time of the data OD3 to “0” and “0 minute”, respectively. Thus, the initial setting of the operator operation status data OD is completed. Subsequently, the chat inquiry processing unit 14 stores the waiting queue OQ3 corresponding to the operator “Kato
(See FIG. 5). In this way, the initial setting of the chat connection waiting queue OQ for each operator is completed in conjunction with the initial setting of the operator operation status data OD.

Next, with reference to FIGS. 4 and 5, a method of deleting the operator operation status data OD and the chat connection waiting queue OQ for each operator will be described step by step. When the operator operates his / her own terminal device to perform a predetermined job termination procedure, the terminal control unit 11 deletes the corresponding operator operation status data OD and requests the chat inquiry processing unit 14 to perform a termination procedure for each operator. . Chat inquiry processing unit 1 receiving this request
4 is a chat connection waiting queue O of the corresponding operator.
Delete Q. In this way, in conjunction with the deletion of the operator operation status data OD, the deletion of the chat connection waiting queue OQ of the corresponding operator is also completed.

Next, the operation of the Web server 10 in the present embodiment will be described in detail. We in the present embodiment
The operation of the server b is roughly divided into the following three processes. That is, (1) chat connection establishment processing,
(2) Chat connection end processing and (3) reservation acceptance processing. Hereinafter, each of these processes will be described in detail.

(1) Chat Connection Establishing Process FIG. 8 is a flowchart for explaining the "chat connection establishing process". For example, if the user 20a clicks the chat inquiry button 21a (see FIG. 6), a chat inquiry request is sent to the Web server 10 via the Internet.

Next, upon receiving the chat inquiry request via the communication input / output unit 13, the chat inquiry processing unit 14 displays the display screen 2 on the terminal device 20 of the user 20a via the communication input / output unit 13 and the Internet.
1, "While calling the operator, please wait ..."
Is displayed (see FIG. 6) (step S1).

Here, the chat inquiry processing unit 14
The procedure proceeds to the following steps only in a predetermined response time zone and when there is one or more operator operation status data OD (hereinafter, this is referred to as a predetermined opening condition). Displays a message to the effect that inquiry cannot be made and a message urging re-access at a predetermined timing on the display screen 21 and ends the processing. By doing so, it is possible to respond when the inquiry handling service is not performed, or when there is no operator to be on standby even during the service.

Further, the chat inquiry processing unit 14
Refers to the first storage unit 12b to determine the operator to be in charge. Although various determination means are conceivable, in this embodiment, the operator operation status data OD has the contents shown in FIG. 4, and the chat connection waiting queue OQ for each operator at this time is in the state shown in FIG. If so, first, data indicating that the situation is "vacant" is extracted (step S2). Here, if there is no operator corresponding to the situation “vacant”, the procedure moves to “reservation receiving processing” described later.

On the other hand, if there is a corresponding operator, the processing described below is performed. In this case, the data OD2 of the operator name "Yoko Suzuki" and the operator name "Yoko Kato"
Are obtained as corresponding extraction results. Next, each career "new face""2
Years are compared, and “Kato Yoko”, who has many years of experience, is judged to have a high level of skill, and is ultimately provisionally determined as the operator in charge. The priority order of the predetermined data items in the determination means can be set arbitrarily.

Next, the chat inquiry processing unit 14
Based on the operator identification code in the data OD3 of the operator name "Kato Yoko", the terminal device operated by the operator "Kato Yoko" is notified via the terminal control section 11 that there is a chat inquiry request (step S).
3). Various types of notification means are conceivable.For example, in a corresponding terminal device, a predetermined message is displayed, an alarm is sounded, a blinking character is displayed on a display screen, a predetermined screen used for chat is brought to the foreground. Any of display, conversion of a predetermined message into voice and reading it out, or display of a predetermined portion with high brightness, or a combination thereof is preferable.

The operator "Kato Kato" having detected the notification of the chat inquiry request operates the terminal device to input a response to the inquiry request. Based on the input, the terminal control unit 11 determines that the operator “Kato Yoko”
Is formally determined as a true responder. Then, the status of the data OD3 of the operator name "Yoko Kato" in the operator operation status data OD shown in FIG. 4 is rewritten to "busy" and the completion of operator preparation is notified to the chat inquiry processing unit 14 (step S4). ).

When receiving the operator preparation completion notification, the chat inquiry processing unit 14 places the terminal device 20 in the waiting queue OQ1 of the operator "Kato Yoko" in the chat connection waiting queue OQ for each operator shown in FIG.
(Not shown) (step S5), the number of persons waiting for the reservation of the data OD1 of the operator "Yoko Kato" shown in FIG.
"Number of people waiting for reservation (1) x standard response time (10 minutes) = 10
The waiting time is rewritten to "10 minutes" based on the calculation of "minute" (step S6).

Further, the chat inquiry processing unit 14
Establishes a chat connection between the terminal device of the operator "Yoko Kato" and the terminal device 20 of the requesting user 20a (step S7), and displays the display screen of the terminal device 20 via the communication input / output unit 13 and the Internet. A message "Chat connection is ready!" Is displayed at 21 (see FIG. 7).

By the above-described processing, the operator "Kato ○
The "child" and the user 20a can have a conversation in a chat format (see FIG. 7). Therefore, the two parties can exchange information interactively (bidirectionally). As a result, the operator in charge can respond to the inquiry request of the user in a chat format almost in real time.
As a result, the user can get an answer to the inquiry relatively quickly.

Further, the operator can give an instruction to the user, such as "Please look at the homepage anywhere" in the chat, and explain in detail while switching the user to another homepage. As a result, when the operator gives an instruction to refer to another homepage, the user does not need to hang up the telephone and then reconnect to the Internet. Furthermore, since character string data is transmitted and received by chat, the operator can reliably transmit information that is difficult to be transmitted verbally, such as katakana terms (eg, Web pages).

(2) Chat Connection Termination Process FIG. 9 is a flowchart for explaining the “chat connection termination process”. For example, assume that the operator operation status data OD is in the state shown in FIG. 4 and the chat connection waiting queue OQ for each operator is in the state shown in FIG. As shown in FIG. 5, "Yoko Yamada" of the operator identification code IPO1 and a user of the user identification code IPU1 are in a chat connection.

Here, if the chat connection is terminated,
The chat inquiry processing unit 14 monitoring the chat connection detects the end of the chat connection. Next, the chat inquiry processing unit 14 first deletes the IPU1 from the chat connection waiting queue (step S10).

Next, the chat inquiry processing unit 14
Based on the operator identification code IPO1 of the waiting queue OQ1, the data OD1 of the operator name "Yoko Yamada" in the first storage means 12b shown in FIG. 2 ”and“ number of people waiting for reservation (2) × standard response time (10
Minutes) = 20 minutes, and the waiting time is set to “20 minutes”.
Minutes ”. Further, the chat inquiry processing unit 14 temporarily rewrites the situation to “vacant” (step S11).

Next, the chat inquiry processing unit 14
The data RD1 is added to the third storage unit 12a shown in FIG. Writing is performed based on the chat information (step S12). For example, as shown in FIG.
0:41 "and the chat end date and time" 200.2.3.31 "
1:12 "and chat history" 17:21 <OP> We have been waiting. Please talk .... ".

Next, the chat inquiry processing unit 14
The operator identification code IP of the data OD1 shown in FIG.
The terminal device of the operator “Yoko Yamada” is recognized based on O1. Further, the chat inquiry processing unit 14
A request for a chat termination procedure is made to the determined terminal device via the terminal control unit 11 (step S13). Based on this procedure request, the operator "Yoko Yamada" operates the terminal device and inputs a user name and a chat inquiry summary regarding the chat just completed. Based on this input, the terminal control unit 11 writes the user name and each data item of the outline of the chat inquiry content in the data RD1, and the chat inquiry processing unit 1
4 is notified of the completion of the chat termination procedure (step S
14). As a result, for example, as shown in FIG. 3, the “user name” is “Ueno Oo”, and the “chat inquiry outline” is “release time of latest model”.

In this way, by storing the contents of the inquiry by chat, the user can confirm the contents of the past inquiry again. For example, access the homepage again,
This confirmation becomes possible by using a predetermined history search service. On the other hand, when the same inquiry is made, the operator can respond by referring to the contents of the inquiry.

Next, the chat inquiry processing unit 14
When the completion notification of the chat termination procedure is received, it refers to the waiting queue OQ1 in the second storage means 12c and determines whether or not there is a next user identification code. That is, it is determined whether there is a user who is waiting for a reservation next (step S15).

If the result of this determination is that there is no next user identification code, the process ends. On the other hand, if there is the next user identification code, the chat inquiry processing unit 14
Obtains the user identification code of the user. Further, the chat inquiry processing unit 14 notifies the terminal device of the operator "Yoko Yamada" that there is a chat inquiry request (step S16).

The next step S17 is the same as step S4 of the above-mentioned "chat connection establishment process". The next step S18 is the same as step S7 of the above-described (1) chat connection establishment processing. In the case of the “chat connection end processing”, the processing corresponding to steps S5 to S6 described above is not performed. More specifically, as shown in step S5, the chat inquiry processing unit 14
Is not connected to the chat connection waiting queue OQ1 of the operator "Yoko Yamada" shown in FIG. This is because such processing has already been performed at the time of receiving a reservation (for details, refer to “reservation receiving processing” described later). Further, as in step S6, the chat inquiry processing unit 14 determines in the operator operation status data OD that OD1 of the operator “Yoko Yamada”
The number of people waiting for reservation and the waiting time are not rewritten. This is because these data items have already been adjusted as described above.

According to the above-described processing, when a certain chat connection is completed, if there is no user waiting for a reservation other than the user who has made the chat connection, the processing is ended. A new chat connection can be established between the user and the corresponding operator.

(3) Reservation Reception Processing As described above, the chat inquiry processing unit 14 refers to the operator operation status data OD to determine the operator to be in charge.
When the operator in charge cannot be determined as in the case where all the operators are in operation, a reservation acceptance process is performed for the user 20a. Hereinafter, the reservation receiving process will be described in detail with reference to the flowchart of FIG.

First, the chat inquiry processing unit 14
With reference to the waiting time in the operator operation status data OD, data of the shortest waiting time is extracted (step S3).
0). For example, it is assumed that the extracted data is the data OD1 of the operator name “Yoko Yamada” shown in FIG. 4, and the waiting queue OQ1 at this time is in the state shown in FIG.
In this case, the chat inquiry processing unit 14 determines that the shortest waiting time is “30 minutes” (see FIG. 4).

Next, the chat inquiry processing unit 14
On the display screen 21 of the terminal device 20 shown in FIG. 1, "The waiting time at this time is about 30 minutes. Click" Reserve "to make a reservation, or" No reservation "to cancel. Is displayed to urge the user 20a to select whether or not to make a reservation (step S3).
1). Then, it is determined whether or not to make a reservation based on an operation performed by the user thereafter (step S32).
Here, when the user 20a clicks the button 21g for not making a reservation, the chat inquiry processing unit 14 ends the chat connection processing.

On the other hand, when the user 20a clicks the reservation button 21f, the chat inquiry processing unit 1
4 indicates that the number of reservation waiters in the data OD1 of the operator name "Yoko Yamada" shown in FIG.
= 40 minutes ”, the waiting time is rewritten to“ 40 minutes ”(step S33), and in the waiting queue OQ1 corresponding to“ Yoko Yamada ”shown in FIG. 20 IP addresses (not shown) are connected (step S34).

Further, the chat inquiry processing section 14
Displays on the display screen 21 of the terminal device 20 the message "Reservation has been accepted. When ready, a message will be displayed on the screen to inform you." (Step S35). Thereafter, the chat inquiry processing unit 14 monitors the end of the already connected chat connection. Then, when the chat connection has been completed, the processing shifts to the “chat connection end processing” described above.

According to the processing described above, even when all the operators are in the process of accepting, it is possible to receive a reservation from the user and to notify when an empty operator occurs. Thus, during the reservation waiting time before being notified, the user can perform other tasks. As a result, the user can effectively use the reservation waiting time. Also,
The user can almost certainly establish a chat connection with the operator by performing the reservation receiving process. Therefore, the chat inquiry request of the user is not wasted, and the answer to the inquiry can be reliably obtained. as a result,
CS (Customer Satisfaction:
Customer satisfaction) and the image of the company providing the homepage can be improved.

1-C: Modifications of First Embodiment The following modifications are possible in the first embodiment described above. (1) In the present embodiment, “operator data”
Are "career", "skill level", and "specialty field", but may be arbitrarily set according to the operation mode. In this case, the configuration of “operator data” in the operator operation status data OD may be changed. In this way, the present invention can be applied to Web servers of companies of various industries or occupations.

(2) In the present embodiment, the "operator data" is written by the terminal controller 11 based on the input of the operator himself, but is based on a predetermined master file in which various personal information of the operator is stored. Then, the information may be automatically written by the chat inquiry processing unit 14. In this case, a predetermined administrator creates such a master file in advance, and at the time of initial setting, the chat inquiry processing unit 14 uses the master file based on the name of the operator or the employee number for identifying the operator. After reading the data, write to this data item. In this way, at the time of the initial setting, the operator only needs to input his / her own name and the status “vacant”. Therefore, input by the operator becomes easy, and quicker initial setting becomes possible. This effect is particularly effective when a large number of data items are set and operated in “operator data”.

(3) In this embodiment, the chat conversation display area 21b is displayed from the beginning. However, the chat conversation display area 21b may be overwritten only when the chat inquiry button 21a is clicked. In this case, when this click is made, the predetermined opening condition described above is checked, and only when the condition is satisfied, the chat conversation display area 21b is displayed. And a message prompting re-access at a predetermined timing are displayed, and the process ends. This eliminates the need to display the chat conversation display area 21b on the homepage in advance. Therefore, the range of information that can be browsed by the user at normal times can be expanded. Further, even if the chat conversation display area 21b is relatively large, the trouble is reduced. As a result, the user and the operator can chat in a larger display area.

(4) In the present embodiment, the "chat" is used to communicate the intention between the operator and the user.
Although a communication method referred to as と is used, other means may be used as long as characters can be transmitted between the two. In short, any two-way communication between them is sufficient.

(5) In the present embodiment, chat is employed as the above-described two-way communication. However, two-way communication in which voice is converted into data and transmitted may be employed and used together with the chat. . In this case, for example, VOI
P (Voice over IP: a technology for realizing a voice call using a network having an IP connection) is applied. By using the chat and the voice communication together in this way, the information can be transmitted more accurately, and the convenience of both can be increased. As a result, it is possible to apply to a wide range of applications, such as online shopping, in addition to browsing a home page.

(6) In the present embodiment, chat is employed as the above-described two-way communication. However, video and audio communication may be employed and used together with chat. In this case, for example, CCD (ch)
An attached coupled device is attached to acquire both image data. By using the chat and the image and voice communication together in this way, information can be transmitted more accurately, and the convenience of both can be further increased. As a result, it is possible to apply to a wide range of applications, such as online shopping, in addition to browsing a home page.

(7) In this embodiment, the user clicks the reservation button 21f and then waits until the corresponding operator becomes empty, but cancels the reservation while waiting. You may be able to do it. In this case, for example, the user clicks the button 21g that is not reserved while waiting. As a result, the user identification code corresponding to the user is deleted from the chat connection waiting queue OQ for each operator,
The number of waiting persons and the waiting time of the operator operation status data OD corresponding to the corresponding operator are recalculated. This way, if you change your mind,
You can cancel your reservation at any time, so you don't have to wait forever. Therefore, more flexible operation is possible.

(8) In the present embodiment, a "home page" is used as information to be made public via a computer network, but other information may be used as long as it can be made public via a computer network. In short, it only has to function as public information.

(9) In this embodiment, the case where the person who browses the home page is a “user” has been described, but another person may be used as long as the above-mentioned public information can be received. In short, any information recipient may be used.

(10) In the present embodiment, the person who responds to the inquiry from the user is the "operator".
However, other persons may be used as long as they can respond to the inquiry. In short, any responder to the above-described inquiry request from the recipient may be used.

(11) In the present embodiment, the present system is applied to “inquiry” for product information. However, the present invention is not limited to this, and may be applied to inquiries for other purposes. For example, it may be for billing information, for a complaint / request, or for something other than the contents of a homepage. Furthermore, it need not be an inquiry. In short, any request for a dialogue from the recipient to the responder described above may be used.

(12) In the present embodiment, the chat inquiry button 21a is always opened. However, the chat inquiry button 21a may be opened only during a time period during which the operator can respond. In this case, for example, the chat inquiry processing unit 14 sequentially rewrites the contents of the home page so that the button appears only during a time period during which the operator can respond. Alternatively, instead of rewriting the contents of the home page sequentially, JAVA (Java:
(Registered trademark), and the button may be displayed on the homepage only during a time period during which the operator can respond. In this way, if the chat inquiry button 21a is opened only during a time period during which the operator can respond, the possibility that an inquiry cannot be made even though the button is clicked is reduced. For this reason, the user can use this service with more security.

(13) In the present embodiment, the "chat inquiry button 21"
Although the "button" of "a" is used, any mark may be used as long as it is a predetermined mark for requesting an inquiry by chat. More specifically, for example, any icon, any image, any underlined string,
Any part that can be distinguished from others, such as a character string in a format of any typeface, color, size, etc., may be used. In short, any mark can be used as long as the mark is clicked and an inquiry request is generated. The prompting of the inquiry request from the server side may be performed not only by displaying the predetermined mark but also by voice. Then, the terminal of the information receiver may issue an inquiry request by performing some input corresponding to the voice or clicking the mark. Further, an inquiry request may be issued by voice input.

(14) In the present embodiment, the "reservation button 21f" and the "non-reservation button 21g" are always opened, but these buttons are displayed when the operator determines that it is impossible to respond. You may do so.
In this case, for example, the chat inquiry processing unit 14 sequentially rewrites the contents of the home page so that the button appears only when the operator cannot respond.

(15) In this embodiment, when deciding the operator to respond, the responder who has the shortest time to become available is extracted. From among them, the operator is determined by extracting the respondent with the highest level of skill,
The algorithm is not limited to this, and various priorities may be added to form an algorithm. In short, the respondent may be determined by a predetermined algorithm with reference to the information indicating the operating status of the respondent.

(16) In the present embodiment, during the reservation accepting process, the user clicks the reservation button 21f and waits until the desired operator becomes empty. The user may be able to select the operator again during the operation. In this case, a reservation change button is newly provided, and the user clicks this button while waiting. as a result,
The user identification code corresponding to the user is deleted from the chat connection waiting queue OQ for each operator, the number of reserved waiters and waiting time in the operator operation status data OD of the corresponding operator are recalculated, and the operator selection screen 21e is redisplayed. Is done. By doing so, the user can change the reservation at any time if he changes his mind on the way, so that he does not have to wait forever and uselessly. Therefore, more flexible operation is possible.

(17) In the present embodiment, a respondent who can respond to the inquiry is provisionally determined, and the respondent is notified that the inquiry request has been issued. If it is certain, automatic connection may be made without notification.

2. Second Embodiment Next, a second embodiment of the present invention will be described. In the first embodiment described above, when the user 20a clicks the chat inquiry button 21a, the Web server 10 determines and determines the operator to be in charge, but in the present embodiment, the user 20a clicks the chat inquiry button 21a. Then, an operator selection screen is displayed so that the user can select a desired operator.

2-A: Configuration of the Second Embodiment FIG. 11 is an explanatory diagram showing an example of an operator selection screen according to the present embodiment. In the figure, reference numeral 21e denotes an operator selection screen for a chat inquiry, which includes information on all operators currently in charge and a message "Click on a favorite operator name." As such operator information, the operator name and the current waiting time of the operator are displayed as a pair (for example, “Yoko Yamada (about 30 minutes waiting)”). Here, the operator name is displayed as a button.

Here, the information on the operator is displayed by the chat inquiry processing section 14 with reference to the operator operation status data OD. In this screen, it is possible to return to FIG. 6 by a predetermined operation. Note that, in this embodiment, the configuration is the same as that of the above-described first embodiment except that this screen is newly added. Also, the operation is the same as that of the first
This is the same as the embodiment. Therefore, in the following description, the description of the parts common to the first embodiment will be omitted. In addition, the same reference numerals are used for parts common to the first embodiment.

2-B: Operation of Second Embodiment Next, the operation of the Web server 10 according to the present embodiment will be described. (1) Chat Connection Establishing Process FIG. 12 is a flowchart for explaining the “chat connection establishing process” in the present embodiment. First, when the user 20a clicks the chat inquiry button 21a, the chat inquiry processing unit 14
The operator selection screen 21e is displayed with reference to the operator operation status data OD to prompt the selection of a desired operator (step S40).

For example, if the operator operation status data OD is in the state shown in FIG.
4 is a user 20 out of all data OD1, OD2, and OD3 in the operator operation status data OD.
“a” extracts the operator name and the waiting time as reference data for selecting a desired operator. Furthermore, the chat inquiry processing unit 14 processes the extracted two data into pairs and processes them into one operator information (eg, “Yoko Yamada (wait for about 30 minutes)”), and then “chat inquiry favorite operator name”. Click here. ", And overwrite it in a predetermined position on the displayed homepage. This display screen is the operator selection screen 21e.
When the user does not select an operator or wants to quit the inquiry itself, the display of FIG. 6 can be returned by a predetermined operation.

In this way, it is possible to disclose the number of operators in charge at the present time, and also to disclose the operating status of each operator, to be used by the user. Therefore, the service for the user can be improved, and it can be used as one of the countermeasures in a case where inquiries are flooded.

Next, when the user clicks on the desired operator name, the chat inquiry processing unit 14 checks whether the status of the selected operator is “vacant” by referring to the operator operation status data OD. (Step S41). If it is “vacant” here, the chat inquiry processing unit 14 shifts the procedure to (1) the flowchart of the chat connection establishment process in FIG.

On the other hand, in other cases, that is, when the situation is “busy”, the chat inquiry processing unit 14
Moves the procedure to (3) the flowchart of the reservation receiving process in FIG. The subsequent processing is the same as in the first embodiment.

By doing so, in the present embodiment,
If the selected operator is "vacant", you can have a chat connection with this operator and "busy"
In this case, a message urging the operator to select a reservation can be displayed on the display screen 21 of the terminal device 20. Thus, the user can chat with the desired operator or, if the desired operator is busy, wait for a reservation for that operator.

2-C: Modification of Second Embodiment In the above-described second embodiment, the following modifications are possible. (1) In the present embodiment, the operator selection screen 21
e displays the waiting time corresponding to each operator, but instead of the waiting time, any one of a situation, the number of people waiting for a reservation, a career, a skill level, a specialty field, or these information including the waiting time. May be displayed. In this case, the chat inquiry processing unit 14 outputs the operator operation status data O
The corresponding data item is read from D. The information displayed on the operator selection screen 21e is not limited to these, and may be any information as long as it is an operation status or personal information relating to the operator. In short, any data may be used as a reference for the user to select a desired operator.

As described above, by disclosing various information about each operator at the present time and providing the information to the user, it is possible to provide more detailed judgment information when the user selects the operator. Therefore, it is possible to answer the user's request such as "I have asked a question to this person last time and liked this question again".

Further, by disclosing information as to whether or not the desired operator is available at the present time or, if it is not, how many people or how many minutes to wait, the user can select the desired operator with ease. As a result, CS (Customer Satisf)
(action: customer satisfaction) is further improved, and an improvement in the corporate image can be expected.

3. Third Embodiment Next, a third embodiment of the present invention will be described. In the above-described embodiment, when the user 20a clicks the chat inquiry button 21a, the user is connected to a dedicated operator. In contrast, the features of the present embodiment are as follows.
A chat inquiry (connect to developer) button 21d is newly provided, and the user can directly chat with the developer by clicking the button (FIG. 13).
reference).

3-A: Configuration of Third Embodiment In this embodiment, the terminal device of a predetermined developer is LA
A new connection is made to the terminal control unit 11 via an in-house network such as N (local area network: local information communication network). Further, the developer operation status data K is stored in the first storage unit 12b and the second storage unit 12c.
D and a chat connection waiting queue KQ for each developer are newly provided.

FIG. 14 is an explanatory diagram showing the developer operation status data KD. In the figure, the difference between the developer operation status data KD and the operator operation status data OD is that
The only difference is that the “operator name” has been replaced by the “developer name”, and the “operator data” has been replaced by the “developer data”. Other than this, the operator operation status data OD
Is the same as

FIG. 15 is an explanatory diagram showing a chat connection waiting queue KQ for each developer. In the figure, the developer operation status data KD differs from the chat connection waiting queue OQ for each operator only in that the “operator identification code” is replaced with the “developer identification code”. Other than this, it is the same as the chat connection waiting queue OQ for each operator.

FIG. 13 shows a display screen 2 according to the present embodiment.
FIG. 2 is an explanatory diagram illustrating an example of a basic configuration of a home page displayed on the web page 1; In this figure, the only difference from the display shown in FIGS. 6 and 7 is that a chat inquiry (connect to developer) button 21d is newly provided. When the chat inquiry (connect to developer) button 21d is clicked, the chat device is directly connected to a terminal device of a predetermined developer. Other than this, the display is the same as that shown in FIGS. 6 and 7.

Further, in the present embodiment, a schedule table T as shown in FIG. The schedule table T is a table indicating a schedule of a developer who is responsible for responding to an inquiry, and is separately registered in the storage unit 12 in advance by a predetermined operation manager. In the schedule table T, “date and time”, “developer name” and “developer identification code” are stored in pairs. In the figure,
“Date and time” is information on a date and time assigned by a certain developer (for example, “200.2.3 10:00:00 to 12: 0”).
0 ”), and the“ developer name ”is the name of the developer (eg,“ Saito Oo ”) and the“ developer identification code ”
Is the IP address of the terminal device of the developer (eg, “IP
K1 ").

In the present embodiment, the other configuration is the same as that of the above-described first embodiment. The operation is the same as that of the first embodiment except for a part. Therefore, in the following description, the description of the portions common to the above-described first embodiment will be omitted. In addition, the same reference numerals are used for parts common to the above-described first embodiment.

3-B: Operation of Third Embodiment Next, the operation of the Web server 10 in the present embodiment will be described. In the present embodiment, when the chat inquiry (connect to developer) button 21d is clicked, the access destination is changed to the developer operation status data KD instead of the operator operation status data OD, and the chat connection waiting queue OQ for each operator is set. Instead, a process for switching each is added to the chat connection waiting queue KQ for each developer, and the other operations are the same as those in the above-described first embodiment.

However, the initial setting and the deletion method in the developer operation status data KD and the chat connection waiting queue KQ for each developer are performed according to the procedure described below. First, the terminal control unit 11 determines the timing of initial setting and deletion based on the date and time information in the schedule table T. For example, if the schedule table T is registered as shown in FIG. 16, the terminal control unit 11 adds data KD1 to the first storage unit 12b when "200.2.3.3 10:00" is reached, Based on the developer name and the developer identification code in the schedule table T, the developer name in the data KD1 is referred to as "Saito.
“Man” is written in the developer identification code as “IPK1”, and “vacant” is written in the status, and the chat inquiry processing unit 14 is requested to perform an initial setting process.

Upon receiving this request, the chat inquiry processing unit 14 initializes the reservation waiting number and waiting time of the data KD 1 to “0” and “0 minute”, respectively, and outputs “IPK 1” The terminal device, that is, the terminal device of the developer, is requested to perform an initial setting procedure of the data KD1. In response to this request, the relevant developer enters his / her career, skill level, and specialty. Based on this input, the terminal control unit 11 sets the carrier of the data KD1,
The data items of the skill level and the specialty field are written, and the chat inquiry processing unit 14 is notified of the end of the initial setting.

Thus, the developer operation status data K
Initial setting of D is completed. Subsequently, the chat inquiry processing unit 14 that has received this notification stores the chat inquiry processing unit 14 in the second storage unit 1.
The wait queue KQ1 of the developer “Saito Oo” is added to the chat connection wait queue KQ of each developer of 2c. In this way, the initial setting of the chat connection waiting queue KQ for each developer is completed in conjunction with the initial setting of the developer operation status data KD.

Subsequently, a method of deleting the developer operation status data KD and the chat connection waiting queue KQ for each developer will be described with the same example. The terminal control unit 11 determines “200
0.2.3 12:00 ”, the corresponding developer data KD1 is deleted, and the chat inquiry processing unit 14 is deleted.
Request termination procedure for each developer. Upon receiving this request, the chat inquiry processing unit 14 deletes the wait queue KQ1 of the corresponding developer. In this manner, in conjunction with the deletion of the developer operation status data KD, the deletion of the chat connection waiting queue KQ for each corresponding developer is also completed.

Note that, based on an input from an arbitrary developer, the developer operation status data K
D and the chat connection waiting queue KQ for each developer may be initialized. In this case, the initial setting method is the operator operation status data OD and the chat connection waiting queue OQ for each operator according to the first embodiment.
In the same way as the initial setting method. In addition, the method of deleting each of the relevant data when a predetermined work termination procedure is performed is the same.

In this way, by opening the chat inquiry (connect to developer) button 21d, the user can directly chat with the developer by just clicking the button. Therefore,
It is possible to meet the needs of users who want to hear the voice of a developer instead of a dedicated operator in the case of a technically complicated question.

As a result, CS (Customer Sa)
Tifaction (customer satisfaction) can be further improved, and the image of the company providing the homepage can be further improved. In addition, since the voice of the user regarding the user's request is directly transmitted to the developer, the request can be efficiently reflected in product development. Therefore, it is possible to promptly provide a new product that captures the potential needs of the user to the market.
In short, it is possible to immediately commercialize a product reflecting the user's request. The effect mentioned above is that the product cycle is short,
This is particularly effective in an industry where quick delivery of new products to the market is required. For example, in the fashion industry,
It is important for sales strategy to commercialize clothes that users want now and put them on the store as soon as possible,
According to the present embodiment, this can be performed relatively easily.

3-C: Modification of Third Embodiment In the above-described third embodiment, the following modifications are possible. (1) In the present embodiment, the chat inquiry (connect to developer) button 21d is always opened. However, such a button may be opened only during a time period in which the developer can respond. In this case, referring to the above-mentioned schedule table T or based on the input of the developer,
The chat inquiry processing unit 14 sequentially rewrites the contents of the home page so that the button appears only during a time period in which the developer can respond.

Alternatively, instead of successively rewriting the contents of the homepage, the button may be created in JAVA (registered trademark) so that the button is visible on the homepage only during a time period in which the developer can respond. Good.
In this way, chat inquiry (connect to the developer)
Since the button 21d is opened only during a time period during which the developer can respond, unlike a dedicated operator, an operation suitable for the actual situation of the developer, which can rarely respond at any time, can be performed.

(2) In the present embodiment, the “developer data” is “career”, “skill level”, and “specialty field”. May be set. in this case,
"Developer data" in developer operation status data KD
It is only necessary to change only the configuration of. If you do this,
Various personal information about developers can be used.

4. Fourth Embodiment Next, a fourth embodiment of the present invention will be described. In the above-described embodiment, in the chat conversation display area 21b, the operator in charge responds to the user's inquiry request in a chat format. Thus, the desired push type content is overwritten and displayed. Here, the push-type content in the present embodiment refers to a homepage that is distributed by applying the push-type information distribution technology and is displayed on a user terminal, or a web content such as an image pasted on the homepage. means.

In the present embodiment, the configuration of the home page displayed on the display screen 21 of the first embodiment is only partially different. The other configuration is the same as the configuration of the above-described first embodiment. The operation is the same as that of the first embodiment except for a part. Therefore, in the following description, the description of the parts common to the first embodiment will be omitted. In addition, the same reference numerals are used for parts common to the first embodiment.

4-A: Configuration of Fourth Embodiment FIG. 17 is an explanatory diagram showing an example of the basic configuration of a home page displayed on the display screen 21 according to the present embodiment. In the figure, reference numeral 21c denotes a push type content. The push-type content 21c is generated based on the Web content read from the Web information storage unit 12d. Otherwise, the configuration is the same as that of the homepage displayed on the display screen 21 according to the first embodiment.

4-B: Operation of the Fourth Embodiment Next, the operation of the Web server 10 in the present embodiment will be described. In the present embodiment, for example, the operator in charge operates his / her own terminal device to search a homepage, and determines desired Web content to be referred to and displayed as the push-type content 21c. Then, when a predetermined display request relating to the desired push-type content 21c is made by the operator in charge, the chat inquiry processing unit 14 sends the corresponding request from the Web information storage Read the data to be read.

Then, the chat inquiry processing section 14
Applies push-type information distribution technology to user 20a
The terminal device 20 distributes the read data to the terminal device 20 and overwrites it as a push-type content 21c at a predetermined position with a predetermined screen size. Except for this, the operation is the same as that of the first embodiment described above. The setting of the position where the push-type content 21c is displayed and the screen size thereof can be arbitrarily changed.

In this way, by displaying the push-type content 21c on the screen as needed, an operator can display a necessary homepage or the like on the terminal device 20 of the user 20a as needed. As a result, in the chat conversation display area 21b, the operator speaks, for example, "Please see this."
7).

For example, to a company that provides music information as information to be disclosed, the user makes an inquiry that “I want to know about a CD that contains a song inserted in a TV drama XX”. Is assumed. In this case, the operator displays, for example, the corresponding CD jacket as the push-type content 21c, and says, "It is in the original soundtrack of this TV drama OO. That's it. " Therefore, there is no need for the user to switch the homepage by himself / herself in accordance with an instruction from the operator, "Please look at the homepage." Further, the user can receive the explanation from the operator while looking at the images and the like, so that the explanation can be more easily understood.

4-C: Modification of Fourth Embodiment In the above-described fourth embodiment, the following modifications are possible. (1) In the present embodiment, the push type content 2
Although 1c is the information stored in the Web information storage unit 12d, it may be a homepage or the like published by another person. In this case, for example, the corresponding URL
(Uniformresource locator)
Based on the information or the like, the address at which the corresponding data is stored is determined, and the necessary data is obtained from the corresponding Web server, and overwritten and displayed. By doing so, the operator can display various reference data that is not limited to his / her home page and provide a more appropriate explanation.

5. Fifth Embodiment Next, a fifth embodiment of the present invention will be described. The configuration of the present embodiment is similar to the configuration of the above-described first embodiment except for a part. Therefore, in the following description, the same reference numerals are used for parts common to the above-described first embodiment, and the description thereof is omitted.

5-A: Configuration of Fifth Embodiment In the present embodiment, a new user registration table UT is provided in the storage unit 12. FIG. 18 is an explanatory diagram illustrating an example of the user registration table UT. As shown in the figure, the user registration table UT includes data items of “user number” and “user name”. "User number" is a number for identifying the user (eg, uid
1, uid2, uid3,...), Which are automatically determined by the Web server 10. The “user name” is a name indicating the self registered by the user (eg, Suzuki * man, Yamada * man, Tagawa * ko,..., Etc.). “User number” and “user name” are stored as a pair.

In the present embodiment, instead of the operator operation status data OD, the operator operation status data ODa is stored in the first storage unit 12b. FIG.
FIG. 5 is an explanatory diagram showing an example of operator operation status data ODa. As shown in the figure, the operator operation status data ODa includes data items of “operator number”, “operator name”, and “status”. The “operator number” is a number for identifying an operator (eg, “oid”).
1, oid2, oid3,...), Which are assigned in advance to each operator. "Operator name"
Is the name of the operator (eg, Yoko Yamada, Yoko Suzuki, Yoko Kato, etc.). The “operator number” and “operator name” are stored in the terminal controller 1 based on the operator's input.
1 is written. The “situation” is the same as the “situation” in the first embodiment, and is either “busy” or “vacant”. In the state shown in the figure, the record of the operator number "oid1" is stored corresponding to the operator 1a, the "operator name" is "Yoko Yamada", and the "status" is "busy". Operator 2a
, The record of the operator number "oid2" is stored, the "operator name" is "Suzuki Yoko", and the "status" is "vacant". Also, a record of the operator number “oid3” is stored corresponding to the operator 3a, and the “operator name” is “Yoko Kato” and the “status” is “vacant”.

Further, a server management queue SQ is stored in the second storage means instead of the chat connection waiting queue OQ for each operator in the first embodiment. FIG.
FIG. 4 is an explanatory diagram showing an example of a server management queue SQ. As shown in the figure, each time an inquiry request is generated, a record indicating the generated inquiry request is sequentially connected to the server management queue SQ by the chat inquiry processing unit 14. As shown in the figure, each connected record is a "serial number", "user number",
Includes data items of “designated operator number”, “chatting operator number”, and “reception time”.

“Serial number” is the Web server 1 in order from 1
Numbers automatically assigned by 0 (eg: 1, 2, 3, ...
・ ・ Etc.). The “user number” is a user number indicating a user making an inquiry request, and is written by the chat inquiry processing unit 14 from the user registration table UT to the server management queue SQ.
The “designated operator number” is an operator number indicating an operator designated by the user (eg, oid1, o
id2, oid3, etc.). However, if no designation is made by the user, “all” is set. The “operator number during chat” is an operator number indicating an operator who is chatting (eg, oid1, oid2, oi).
d3 etc.). This data item is blank if the user is not chatting. “Reception time” is the time at which the inquiry request was received.

In the figure, for example, a record whose “serial number” is “1” represents the following contents for the user who has received the inquiry request. That is, the “user number” is “uid1” and the “designated operator number” is “al
l ”, there is no operator designation, and since“ chatting operator number ”is“ oid1 ”, the current operator 1a
And the “reception time” is “8:00”. When the chat ends, the record of the corresponding user is deleted by the chat inquiry processing unit 14.

Next, the basic configuration of the display screen 21 displayed on the operator's terminal device in this embodiment will be described. FIG. 21A is an example of a configuration of a display screen 21 displayed on the terminal device 1 used by the operator 1a. FIG. 2B is an example of the configuration of a display screen 21 displayed on the terminal device 2 used by the operator 2a, and FIG. 2C is a display screen displayed on the terminal device 3 used by the operator 3a. 21 is an example of the configuration of FIG. Since the basic configuration of the display screen 21 in each terminal device is similar, the basic configuration of the display screen 21 will be described below with reference to FIG.

[0115] As shown in FIG.
Chat window 23 and reservation list window 24
Consists of The chat window 23 is a window for the operator to chat with the user. In the illustrated state, since the operator 1a is chatting with two users, the chat window 23
Are displayed. As described above, a plurality of chat windows 23 can be simultaneously displayed. The number of the chat windows 23 increases and decreases in conjunction with the number of users who are simultaneously chatting.

The chat window 23 has a title bar, a close button, and a scroll bar. The title bar displays the user name and the reception time. The close button is an icon representing an X mark as shown in FIG. 9A, and when this icon is clicked, the chat ends and the window is closed. The scroll bar is provided with two icons indicating upward and downward triangles as shown in FIG. 3A, and when this icon is clicked, the screen scrolls up and down. The screen size and display position of the chat window 23 can be arbitrarily changed by a user operation.

Next, the chat window 23 shown in FIG. For example, the chat window 23 in the upper part of FIG. 9A is a chat window 23 in which the operator 1a chats with “Suzuki Oo” who is the user of the user number “uid1”. In the title bar at the top of the window, "Suzuki * O" indicating the chat partner and "8:00 reception" indicating the time when the inquiry request was received from "Suzuki * O" are displayed.

Next, the reservation list window 24 will be described. The reservation list window 24 is a window for displaying a reservation list indicating the status of reservation by the user.
However, in the present embodiment, even if the reservation accepting process described below has not been performed, anything connected to the server management queue SQ is regarded as being reserved and displayed. This is because, in the present embodiment, the responses are made in the order in which they are received for fairness, so that the presence or absence of the reservation does not matter.

The reservation list is composed of one or a plurality of records, and these records are displayed from top to bottom in the order of "reception time". The contents displayed in each record include a serial number, a user name, a reception time, and a designated icon. The serial number is displayed in the reservation list window 24
Are serial numbers assigned in ascending order from 1. The username is
"User name" in the server management queue SQ
(Example: "Goda Yoko" etc.). The reception time is “reception time” in the server management queue SQ, and is displayed, for example, as “8:50 reception”. The designated icon is a predetermined icon that is displayed only when an operator designates.

The reservation list window 24 has a title bar, a close button, and a scroll bar. A selection button is displayed on the title bar together with a “reservation list” indicating the title of the window. When the operator 1a selects a user who wants to respond from the reservation list and clicks a selection button, a chat window 23 for the selected user is newly displayed. At the same time, the selected record is deleted from the reservation list, the lower records are packed upward, and a new serial number is assigned. The close button and the scroll bar are the same as those of the chat window 23 described above. The reservation list window 24 is automatically opened by the chat inquiry processing unit 14 when a record to be displayed is generated, and is automatically closed when no record is displayed. Further, the reservation list is automatically updated by the chat inquiry processing unit 14 when the contents are changed.

When a predetermined notification condition is satisfied, a message "Reservation is entered!" Is displayed at the upper part of the reservation list window 24 with high brightness (see FIG. 14C). The predetermined notification condition is the server management queue S
"Chat operator number" of all records in Q
At the same time that the "operator number" of the corresponding operator does not exist in the column and that only one record is displayed in the reservation list window 24. This is for notifying the operator that a reservation has been made when newly displaying the reservation list window 24 with all windows closed.
This notification is made to all the operators corresponding to the status “vacant” in the operator operation status data ODa. This message display ends when the operator clicks the selection button.

5-B: Operation of Fifth Embodiment Next, the operation of this embodiment will be described. The operation of this embodiment is roughly divided into (1) request reception processing, (2) connection establishment processing, (3) reservation reception processing, and (4) chat connection end processing. Hereinafter, each of these processes will be described in detail.

(1) Request Accepting Process FIG. 22 is a flowchart for explaining the request accepting process in the present embodiment. For example, user 20a
Clicks on the chat inquiry button 21a (see FIG. 6), a chat inquiry request is sent to the Web server 10 via the Internet. next,
The chat inquiry processing unit 14 displays a guidance prompting the user to input a “user name” on the terminal device 20. User 20
When a inputs his / her name, the chat inquiry processing unit 14 determines a "user number" and writes it in the user registration table UT in combination with the input "user name" (step S501).

Next, the chat inquiry processing unit 14
An operator designation screen 21ea is displayed on the terminal device 20,
The designation of the operator is prompted (step S502). FIG.
Is an explanatory diagram showing an example of an operator designation screen 21ea. As shown in the figure, on the operator designation screen 21ea, a character string of "chat inquiry (designation of operator)" and "click a favorite operator name." And a designation button for designating an operator on which an operator name "Kato * ko" is displayed. In addition, a character string “(busy)” or “(vacant)” indicating the operation status of each operator is displayed below these designation buttons as a set with each operator name. These operator names and operating status are stored in the chat inquiry processing unit 1.
4 is displayed with reference to the “operator name” and “status” of the operator operation status data ODa. The operator designation screen 21ea displays a character string "Click here when there is no need to designate an operator →" and a non-designation button. User 20a
However, when the non-designated button is clicked with the mouse cursor 21h, a data signal indicating that the operator is not designated is transmitted to the Web server 10.

Next, returning to FIG. 22, the chat inquiry processing section 14 determines whether or not the non-designated button has been clicked by the user 20a (step S503). In this step, if it is determined that the unspecified button has been clicked, the chat inquiry processing unit 14 searches the operator operation status data ODa and determines whether or not there is an operator whose “status” is “vacant” ( Step S504). Then, when there is no operator whose “status” is “vacant”, the chat inquiry processing unit 14 shifts the procedure to a reservation receiving process. At this time, the chat inquiry processing unit 14 sets the "designated operator number"
Is set to "all" meaning no operator designation and passed to the reservation accepting process.

On the other hand, if there is at least one operator whose “status” is “vacant”, the chat inquiry processing unit 14 stores the user 20a in the server management queue SQ.
Connect a new record containing "user number". The chat inquiry processing unit 14 assigns a new “serial number” to the record corresponding to the user 20a,
“All” is written in “designated operator number”. Further, the chat inquiry processing unit 14 writes the current time acquired from the system timer (not shown) in the "acceptance time" in the record (step S5).
05).

On the other hand, if it is determined in step S503 that the designated button is clicked instead of the non-designated button, the chat inquiry processing unit 14 determines whether the designated operator is "vacant" in "status". Is determined (step S506). Here, if the "situation" is not "vacant", in other words, if it is "busy", the chat inquiry processing unit 14 shifts the procedure to the reservation receiving process. At this time, the chat inquiry processing unit 14 sets an “operator number” corresponding to the “designated operator number” and passes it to the reservation receiving process.

On the other hand, if the “status” of the designated operator is “vacant”, the chat inquiry processing unit 14 newly connects a record including the “user number” of the user 20a to the server management queue SQ. . The chat inquiry processing unit 14 assigns a new “serial number” to the record corresponding to the user 20a,
The corresponding “operator number” is written in the “designated operator number”. Furthermore, chat inquiry processing unit 1
4 writes the current time obtained from the system timer (not shown) in the “acceptance time” in the record (step S507).

Step S505 or step S507
When the writing to the server management queue SQ is completed in step, the chat inquiry processing unit 14 next displays the latest reservation list on the terminal device of each operator (step S508). More specifically, the chat inquiry processing unit 14 extracts records for each operator from the server management queue SQ, creates the above-mentioned reservation list from the extracted records, and displays the list on the terminal device of the corresponding operator.

Next, the condition for the record to be extracted is that the "operator number in chat" is blank and the "designated operator number" is "all" or the "operator number" of the corresponding operator. Becomes

Next, the process of step S508 will be described with a specific example. As shown by the arrow a in FIG.
Now, assuming that writing of the record with the serial number “5” is completed in the server management queue SQ, extraction for each operator is performed based on the above-described extraction conditions. As a result, for any of the operators 1a, 2a, and 3a,
The record with the serial number “5” is extracted. The chat inquiry processing unit 14 creates a record "1 Goda Yoko 8:50 Reception" from the extracted record, and
(A) As shown in (b) and (c), the information is displayed in the reservation list window 24 of each terminal device. Here, as for the terminal device 3, since all the windows have been closed immediately before, a new reservation list window 24 is also displayed. At this time, the chat inquiry processing unit 14 also determines the notification condition described above. Since only the operator 3a matches the notification condition, the chat inquiry processing unit 14
Makes the aforementioned notification to the terminal device 3 of the operator 3a (see FIG. 3C).

Subsequently, assuming that the writing of the record with the serial number “6” has been completed as shown by the arrow b in FIG. 20, the chat inquiry processing unit 14 performs the same processing as that with the serial number “5”. The reservation list is updated for each terminal device as shown in 24 (a), (b) and (c). As a result, a record “2 Yamamoto * o 8:58 reception designation icon” is newly added only to the terminal device 1 of the operator 1a as shown in FIG. The designation icon is displayed because the designation for the operator 1a has been made.

(2) Connection Establishment Processing FIG. 25 is a flowchart for explaining connection establishment processing in the present embodiment. For example, FIG.
In (c), the operator 3a sets “1
When the record of “8:50 reception” is selected and the select button is clicked, the chat inquiry processing unit 14 sets the user number “uid5” in the server management queue SQ.
"Id in chat" of the record of "oid
3 "is written, and the notification ends (step S52).
1). Here, in the present embodiment, the operator
Be sure to select the user with the earliest reception time in order. This is to be fair to the user. next,
The chat inquiry processing unit 14 rewrites the “status” of the record of the operator number “oid3” in the operator operation status data ODa to “busy” (step S522).

Next, the chat inquiry processing unit 14
Terminal device of user number "uid5" and operator 3a
Then, a chat connection is established with the terminal device 3 (step S523). Then, the chat inquiry processing unit 14
FIG. 7 shows the terminal device with the user number “uid5”.
As shown in (5), a message indicating that the chat connection is ready! Is displayed (step S52).
4). Then, the chat inquiry processing unit 14 sets the ui
The chat window 23 for d5 is displayed on the terminal device 3 (step S525). At this time, the chat inquiry processing unit 14 also updates the reservation list for all terminal devices. As a result, the record of the user name "Goda Yoko" is deleted from all terminal devices. Thereafter, Yoko Goda and the operator 3a chat with each other using the chat window.

(3) Reservation Reception Processing FIG. 26 is a flowchart for explaining the reservation reception processing in this embodiment. The chat inquiry processing unit 14 displays a message prompting the user to select a reservation on the terminal device (step S531). To be more specific, "Operator is busy. Click" Reserve "to make an appointment, or click" Do not make a reservation "to cancel. Is displayed, and the user is prompted to select whether or not to make a reservation. Then, it is determined whether or not the user makes a reservation based on an operation performed by the user thereafter (step S532). Here, when the user clicks the button 21g for not making a reservation, the chat inquiry processing unit 14 ends the chat connection processing.

On the other hand, when the user presses the button 21f
When clicking, the chat inquiry processing unit 14
A record in which the user number of the user is written in the "user number" is newly connected to the server management queue SQ, and the "designated operator number" passed from the request receiving process is replaced with the "designated operator number" of the record.
(Step S533). At the same time, the chat inquiry processing unit 14 acquires the current time from a system timer (not shown) and writes the current time in the “acceptance time” of the record.

Next, in the chat connection end process, a message is displayed on the terminal device of the user when the preparation for chat connection for the corresponding operator is completed (step S534). Next, in the chat connection end process, the latest reservation list is displayed on the terminal device of each operator, similarly to step S508 described above, and the reservation reception process ends (step S535).

(4) Chat Connection Termination Process FIG. 27 is a flowchart for explaining the chat connection termination process in this embodiment. The operator
When the chat with the user is ended by clicking the X icon in the chat window 23, the chat inquiry processing unit 14 deletes the record of the user from the server management queue SQ (step S541). Next, the chat inquiry processing unit 14 writes an inquiry history into the inquiry history data RD (Steps S542 to S544). This step S54
The processing of steps 2 to S544 is the same as the processing of steps S12 to S14 in the first embodiment.

[0139] Next, the chat inquiry processing unit 14
It is determined whether or not the “operator number” of the operator has disappeared from the “operator number in chat” in all records of the server management queue SQ.
"Status" in "a" is rewritten to "vacant" (step S545). Thus, the chat connection end processing ends.

As described above, in the present embodiment,
One operator can chat with multiple users at the same time. This makes use of the characteristics of a chat that performs character communication. More specifically, since it is a text communication, perfect synchronization of the conversation is not required. For this reason, the operator only has to switch the window for each response to respond. That is, an operator who can afford a chat can respond to a plurality of users. Therefore, the waiting time of the user can be reduced.

Further, in the present embodiment, the inquiry requests from the users are managed using the server management queue SQ which is a queue common to all the operators, and the operators respond in the order in which the requests are received. It can respond to the order of reception.

5-C: Modification of Fifth Embodiment In the above-described fifth embodiment, the following modifications are possible. (1) In the present embodiment, the Web server 10
Although the data to be displayed in the reservation list window 24 is automatically supplied to each terminal device, each terminal device may access the Web server 10 and acquire the corresponding data. In this case, the access from the terminal device is received on a first-come-first-served basis, and exclusive control is performed during operation of the server management queue SQ so that the terminal devices do not simultaneously join the queue. The access made during the exclusive control is stored in a predetermined buffer area (not shown) of the storage unit 12, and the FIFO (first-in fi
(rst-out).

(2) In this embodiment, the reservation list is automatically updated by the chat inquiry processing unit 14 every time there is a change in the server management queue SQ, but a predetermined update operation is performed by the operator. It may be updated sometimes.

(3) In the present embodiment, the opening and closing of the reservation list window 24 is controlled by the chat inquiry processing unit 14.
Automatically performed by the operator, but may be performed by a manual operation of an operator.

(4) In the present embodiment, when an operator is specified, a specified icon is displayed.
This icon may not be displayed.

(5) In the present embodiment, the operator designation screen 21ea is displayed to prompt the operator to designate, but this screen may not be displayed. In this case, it may be handled in the same manner as when the unspecified button is clicked. In this case, since the designation of the operator is not accepted, the designation icon is not displayed.

(6) In this embodiment, the notification is made only to the operator who satisfies the above-mentioned notification condition.
All the operators displaying the reservation list may be notified. Conversely, all notifications may not be performed.

(7) In the present embodiment, a reservation list indicating a plurality of inquiry requests is displayed on a certain respondent's terminal, and each chat window 23 corresponding to each inquiry request selected by the respondent is displayed in the response window. The chat window 2 is displayed on one terminal of the respondent and a plurality of chats are performed in parallel.
3 may be displayed, and the respondent may perform a plurality of chats in parallel while using each terminal properly. In short, the terminal of the responder means a terminal used by the responder, and includes a case where there are a plurality of terminals.

(8) In the present embodiment, when an inquiry request is issued from a plurality of user terminals, an inquiry request corresponding to a certain respondent is extracted from these inquiry requests and the same respondent is identified. The information is displayed together with the terminal, and the number of the displayed information may be one or plural.

6. Other Aspects of the Invention In each of the above-described embodiments, if a database is constructed based on the inquiry history data RD, it is easy to search for similar data and the answer can be expedited. Further, since skills are shared, any level of operator can make an appropriate answer, and the quality of the answer as a whole operator improves. As a result, CS (Cust
Omner Satisfaction (customer satisfaction) can be improved, and the image of the company providing the homepage can be improved. further,
If this database is applied, it is possible to analyze the needs of the user, and it is also possible to apply the analysis results to a sales strategy and a production plan.

Further, companies and the like are expected to play a central role in the next-generation corporate strategy, and CIM (Customer I)
It is also possible to apply the inquiry system of the present invention to software (interaction Market). As a result, the present invention is not only a cost measure of the company but also a better customer service, a higher sales volume,
And it is possible to contribute to an increase in income from the improved product.

Further, the respective embodiments described above may be implemented in combination. By doing so, it is possible to provide various finer services to the user.

[0153]

As described above, according to the inquiry method of the present invention, two-way transmission of information between a user and a company responder can be performed almost in real time while being connected to the Internet, and transmission of the information. Can be left as a record.

[Brief description of the drawings]

FIG. 1 is a block diagram showing an overall configuration of an inquiry system according to a first embodiment.

FIG. 2 is a block diagram showing a configuration of the Web server 10.

FIG. 3 is an explanatory diagram showing an example of a data configuration of inquiry history data RD.

FIG. 4 is an explanatory diagram showing an example of a data configuration of operator operation status data OD.

FIG. 5 Chat connection waiting queue OQ for each operator
FIG. 4 is an explanatory diagram showing an example of the data configuration of FIG.

FIG. 6 is an explanatory diagram showing an example of a basic configuration of a home page displayed on a display screen 21.

FIG. 7 is an explanatory diagram showing an example of a basic configuration of a home page displayed on a display screen 21.

FIG. 8 is a flowchart showing an operation of a (1) chat connection establishment process.

FIG. 9 is a flowchart illustrating an operation of a (2) chat connection end process.

FIG. 10 is a flowchart showing an operation of a (3) reservation receiving process.

FIG. 11 is an explanatory diagram showing an example of a basic configuration of a homepage displayed on a display screen 21 according to the second embodiment.

FIG. 12 is a flowchart showing an operation of (1) chat connection establishment processing according to the second embodiment.

FIG. 13 is an explanatory diagram showing an example of a basic configuration of a homepage displayed on a display screen 21 according to the third embodiment.

FIG. 14 is an explanatory diagram showing an example of developer operation status data KD according to the third embodiment.

FIG. 15 is an explanatory diagram showing an example of a chat connection waiting queue KQ for each developer according to the third embodiment.

FIG. 16 is an explanatory diagram showing an example of a schedule table T according to the third embodiment.

FIG. 17 is an explanatory diagram showing an example of a basic configuration of a home page displayed on a display screen 21 according to the fourth embodiment.

FIG. 18 is an explanatory diagram illustrating an example of a user registration table UT.

FIG. 19 is an explanatory diagram showing an example of operator operation status data ODa.

FIG. 20 is an explanatory diagram illustrating an example of a server management queue SQ.

FIG. 21 is an example of a configuration of a display screen 21 displayed on a terminal device used by each operator.

FIG. 22 is a flowchart illustrating a request receiving process according to the fifth embodiment.

FIG. 23 is an explanatory diagram showing an example of an operator designation screen 21ea.

FIG. 24 is an example of a configuration of a display screen 21 displayed on a terminal device used by each operator.

FIG. 25 is a flowchart illustrating a connection establishment process according to the fifth embodiment.

FIG. 26 is a flowchart illustrating a reservation receiving process according to the fifth embodiment.

FIG. 27 is a flowchart illustrating a chat connection end process according to the fifth embodiment.

[Explanation of symbols]

1, 2, 3, 20 ... terminal device, 1a, 2a, 3a, 20
a: operator, 10: Web server, 11: terminal control unit, 12: storage unit, 12a: third storage unit, 12b
... first storage means, 12c ... second storage means, 12d ...
Web information storage unit, 12e ... main program, 13 ...
Communication input / output unit, 14: chat inquiry processing unit, 21
... display screen, 21a ... chat inquiry button, 21
b: Chat conversation display area, 21c: Push type content, 21d: Chat inquiry (connect to developer) button, 21e: Operator selection screen, 21f: Reserve button, 21g: Reserve button, 21h: Mouse cursor, 21i, 21j ... button, 22 ... input unit, 21
ea: operator designation screen, 23: chat window, 24: reservation list window, RD: inquiry history data, OD: operator operation status data, OQ: chat connection waiting queue for each operator, T: schedule table, KD: developer operation Status data, KQ: chat connection waiting queue for each developer, UT: user registration table, ODa: operator operation status data, SQ: server management queue.

Claims (15)

[Claims] In an inquiry method for inquiring information via a computer network, a step of sequentially inputting the operation status of a responder into a predetermined storage device and a step of prompting an inquiry to an information receiver terminal on the server side When an inquiry request is issued from the terminal of the information receiver, a step of referring to an operation status in the storage device and determining a responder who can respond to the inquiry; and a terminal of the determined responder. And a step of connecting the terminal to the terminal of the information recipient and shifting to two-way communication. 2. The storage device stores the level of skill of the responder. In the step of determining the responder, when an inquiry request is issued from a terminal of the information receiver,
On the server side, a responder capable of responding to the inquiry is extracted by referring to the operation status, and by referring to the skill level in the storage device from the extracted responders, a final response is obtained. 2. The inquiry method according to claim 1, wherein a person to be determined is determined. 3. When the server cannot determine a responder who can respond, the server performs a guide to the information receiver terminal to select whether or not to make an inquiry reservation; If there is an inquiry reservation from the terminal, after accepting the reservation, when a responder who can respond with reference to the operation status in the storage device is detected, the responder and the information receiver The inquiry method according to claim 1, wherein the terminal is connected to the terminal and a transition is made to two-way communication. 4. An inquiry method for inquiring information via a computer network, wherein the operation status of each responder is sequentially input to a predetermined storage device, and the server prompts the information receiver terminal to inquire. Step, when an inquiry request is issued from the terminal of the information recipient, refers to the operation status in the storage device, displays each responder together with the operation status on the terminal of the information recipient, and selects the Prompting, and when a responder is selected by the terminal of the information recipient,
Connecting the terminal of the responder and the terminal of the information recipient,
Shifting to two-way communication. 5. If the responder selected by the terminal of the information recipient is unable to respond, providing guidance to the terminal of the information recipient to select whether or not to make an inquiry reservation; If there is an inquiry reservation from the terminal of the information recipient, after accepting the reservation, when the responder becomes available to respond by referring to the operating status in the storage device,
The inquiry method according to claim 4, wherein the responder and the terminal of the information receiver are connected to shift to two-way communication. 6. The method according to claim 1, wherein the step of determining the responder includes the following steps. a: When an inquiry request is issued from the terminal of the information receiver, the server refers to the operating status of the responders sequentially input to a predetermined storage device, and temporarily determines the responders who can respond to the inquiry. Determining Step b: Notifying the provisionally determined responder that an inquiry request has been issued c: Responding to a response to respond to the inquiry request from the notified responder Formal decision of the respondent as a true responder 7. An inquiry method for inquiring information via a computer network, wherein the server prompts an inquiry to an information recipient terminal, and when an inquiry request is issued from the information recipient terminal, A step of sequentially inputting the generated inquiry request into a predetermined storage device on the server side and displaying the input inquiry request on a terminal of a responder; and a terminal of the responder responding to the inquiry request and a terminal of the information receiver. And switching to two-way communication. 8. The display step includes, when an inquiry request is issued from a plurality of information recipient terminals, displaying these inquiry requests together with the same responder terminal, and In the step of allowing, when there is a response to each of the inquiries from the terminal of the responder, the terminal of the responder and the corresponding terminal of each of the information receivers are connected, and a plurality of two-way communication is performed in parallel The inquiry method according to claim 7, wherein the inquiry is performed. 9. The generated inquiry request includes information for designating an operator, and further includes a step of performing a predetermined display corresponding to the information on a terminal of the designated responder. The inquiry method according to claim 7, wherein the inquiry is performed. 10. The inquiry method according to claim 7, wherein the input inquiry request includes a reception time, and in the shifting step, the communication is shifted to the two-way communication in the order of the reception time. 11. The inquiry method according to claim 7, wherein said displaying step includes a step of notifying a responder that an inquiry request has been issued. 12. The inquiry method according to claim 1, wherein said two-way communication is a two-way communication of character transmission. 13. The inquiry method according to claim 12, wherein the two-way communication further uses two-way communication for converting voice into data and transmitting the data. 14. In the step of prompting an inquiry, a predetermined mark is displayed on the terminal of the information receiver from the server side, and when the mark is clicked, it is determined that an inquiry request has been made. 14. The inquiry method according to claim 1. 15. The method according to claim 1, further comprising the steps of: recording the communication contents in the two-way communication on the server side; and accessing the communication contents recorded on the server side from the terminal of the information receiver. Inquiry method described in any one of claims 1 to 14.