JP2002215662A - Search device, method, program and medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a function of efficiently supporting customer receiving business by an operator at a customer center or the like. SOLUTION: This search device for information which consists of basic information and detailed information related to the basic information, is provided with an input means to which one or more basic information is inputted; a search expression display means for displaying a plurality of search expressions applicable to search according to the inputted basic information; a search expression selecting means for selecting the search expression applied to the search, from the displayed search expressions; and an information search means for applying the search expression to the inputted basic information to search the information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a technique for managing customer information.

[0002]

2. Description of the Related Art Conventionally, customer centers have been used by various companies as points of contact between companies and customers. For example, credit card companies, banks, computer manufacturers, and the like often provide a customer center via telephone for explanation of services and products to be provided, reception of complaints, needs surveys, and the like.

An operator of a customer center first receives a request from a customer through a telephone. At that time, the operator is required to identify the customer in a short time, grasp the request of the customer, and solve the problem. Here, the specification of the customer refers to, for example, identifying the status of the customer from the information provided by the customer being served, finding an existing contract relationship with the customer, and the like.

[0004] Conventionally, an operator has learned a procedure for responding to a customer by accumulating experience. An operator with a full range of experience was able to guide customers freely and identify customers with accurate questions.

[0005] In dealing with customers in such customer centers, memos are frequently used. The operator
Make a note of the customer ’s response and, based on the note,
The next action was determined instantaneously and the response work was advanced.

In order to support such an operator's work, a customer information database that can be used by the operator in real time has been prepared in some cases. In such a database, usually, customer information is searched for by key information for each customer, for example, card member number, name, date of birth, etc., and the customer is specified.

[0007] However, with the above memo-based method, it is difficult for an inexperienced operator to efficiently perform the customer service of the customer center. Further, even when using the customer information database, an operator with little experience may not be able to select an appropriate search key. Further, in some cases, an incorrect search key is specified due to misunderstanding at the time of telephone response, and a customer cannot be specified.

[0008]

SUMMARY OF THE INVENTION The present invention has been made in view of such problems of the prior art. That is, an object of the present invention is to provide a function of efficiently supporting a customer service operation by an operator in a customer center or the like.

[0009]

The present invention has the following features to attain the object mentioned above.

That is, the present invention is an information retrieval apparatus comprising basic information and detailed information associated with the basic information, and an input means for inputting one or more pieces of basic information;
Search expression display means for displaying a plurality of search expressions applicable to the search according to the input basic information, and search expression selection means for selecting a search expression to be applied to the search from the displayed search expressions,
An information search means for searching for information by applying the search formula to the input basic information.

Preferably, the search device further includes information display means for displaying the searched information, wherein the basic information is attribute information of the customer, and is associated with ongoing case information for each customer; The information display means may display a list of case information related to the customer.

Preferably, the retrieval device further includes information display means for displaying the retrieved information, wherein the basic information is customer attribute information and is associated with contract information for each customer. The means may display a list of contract information related to the customer.

[0013] Preferably, the search device may further include a search formula generating means for generating a search formula applicable to the search based on the input basic information.

Further, the present invention is a method for retrieving information comprising basic information and detailed information associated with the basic information, wherein the step of receiving one or more pieces of basic information includes the steps of: Displaying a plurality of search expressions applicable to the search; receiving a selection of a search expression to be applied to the search from the displayed search expressions; applying the search expression to input basic information to search for information It may be composed of steps.

Further, the present invention may be a program for causing a computer to realize any of the above functions.
In the present invention, such a program may be recorded on a computer-readable recording medium.

Here, a computer-readable recording medium is a recording medium that stores information such as data and programs by electrical, magnetic, optical, mechanical, or chemical action and can be read by a computer. Say. Examples of such a recording medium include a floppy (registered trademark) disk, a magneto-optical disk, a CD-ROM, and a CD-ROM.
-R / W, DVD, DAT, 8mm tape, memory card, hard disk, ROM (read only memory), etc.

[0017]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An information processing system according to an embodiment of the present invention will be described below with reference to FIGS.
FIG. 1 is a diagram showing a data flow of a customer center system including the present information processing system. FIG. 2 is a system configuration diagram of the present information processing system. FIG. FIG.
4 to 6 are diagrams illustrating examples of screens displayed on the terminal 2 illustrated in FIG.

<System Configuration> FIG. 1 shows a data flow of the customer center system. This customer center system is composed of a voice subsystem providing a voice function and a data subsystem providing a data function, so-called CTI (Computer TelephonyIntele).
gration) function.

The voice subsystem includes a voice exchange function, F
It includes an AX / form output function, a voice response function, a telephone link function, a call recording function, and an operator response function.
The data function includes a client function 20, a business application 21, a database management function 22, and a gateway function 23.

The audio subsystem provides a window function for customers. That is, when the customer calls a predetermined telephone number, the call is received by the voice subsystem (arrow 10).
0). These incoming calls are sent by fax /
It is divided into a form output function, a voice response function, a call cooperation function, a call recording function, and an operator response function. Further, the call coordination function further allocates an incoming call to a voice response function or a client function.

In the data system function, a customer request received by the voice function is input, and an operator support function is provided. For example, in the facsimile / form output function, a document transmission request from a customer is received. This material transmission request becomes a processing request and is transmitted to the business application 21. In response to this processing request, the business application 21
/ Return the requested material via the form output function.

The processing request of the user via the voice response function is directly input to the business application 21.
Then, a predetermined service is provided in accordance with a signal from a user's telephone operation. The processing request received by the operator via telephone is input to the business application 21 via the client function.

The business application 21 provides various functions in cooperation with the database management function 22 or the gateway function 23 to support the business of the operator.

The database management function 22 manages, for example, various information relating to customers, for example, information relating to personal attributes, ongoing requests, contract information, and the like.

The gateway function 23 provides a function of communicating with the backbone online system to the customer center system. The backbone online system is a system for online processing of various types of information in a higher-level organization of the customer center (the entire company). Also, the gateway function 23
Provides a function of communicating with an external system, for example, a computer of a securities company or a card company.

FIG. 2 shows a system configuration diagram of the information processing system (corresponding to the data subsystem in FIG. 1).
This information processing system includes a host 1, a terminal 2 receiving a service from the host 1, various files under the control of a database function 22 running on the host 1, and an application / database server 3 (FIG. 2 is described as an APPL / DB server).

The host 1 executes various business applications 21 and provides an operator support function. For example, it is a memo search function for specifying a customer. The host 1 executes the database management function 22,
Manage various information.

Such information includes, for example, a customer search file 4, a customer management file 5, an address code search file 6, a credit customer management file 7, a form file 8, a non-recourse contract number search database 9, a non-recourse bond information basic It is recorded in the database 10 or the like.

The customer search file 4 has index information for searching for information in the customer file 5.
The index information includes key information for identifying a customer (hereinafter referred to as basic information) and an address of the customer in the customer file 5.

The basic information is, for example, kana name, kanji name, date of birth, home telephone number and the like. The record of the customer search file 4 is specified by these pieces of information. The record describes the address of a record in the customer file 5 that records detailed information on the customer. Therefore, in the memo search, the host 1 extracts information of the customer file 5 using the customer search file 4 as an index. The customer file 5 is a file that records ongoing projects, transactions with each customer, contracts, various histories, and the like.

The address code search file 6 records a pair of an address code and each address. However, this address does not include details after the address. On the other hand, the format file 8 contains
The detailed address after the address of each customer is recorded in text format.

The credit customer file 7 records the examination information of the customer currently under examination and the examination history of the customer who has completed examination.

The non-recourse (installment contract) contract number search database 9 records index information for accessing the non-recourse loan information basic database 10. Further, the non-recourse loan information basic database 10 records customer information relating to the installment contract. Therefore, in the memo search, the host 1 extracts information of the non-recourse bond information basic database 10 using the non-recourse contract number search database 9 as an index.

The terminal 2 has a main body 20, a display unit 21, a keyboard 22, and a pointing device 23. The main body 20 includes a so-called CPU and executes a client program. These programs include, for example, a terminal emulator, an OS and a language processing system, or an application program such as a browser.

The display unit 21 is, for example, a CRT, a liquid crystal display, or the like. In addition, the pointing device 23
For example, mouse, touch panel, trackball,
Examples include a touch pad and a stick-shaped accu point.

The terminal emulator provides an interface function for communication with the host 1 or the like. The browser displays an instruction from the host 1 on the display unit 21. In addition, the browser transmits a user operation using the keyboard 22 and the pointing device 23 to the OS.

For example, when the operator instructs the execution of the customer specifying function by the display unit 21 and the pointing device 23, it is transmitted to the business application 21 of the host 1 via the terminal 2. Then, the memo search function in the business application 21 is executed.

In the memo search function, the host 1 issues a command to the database management system 22 to specify an individual who meets specified conditions. Information about the specified individual is returned from the host 1 to the terminal 2. As a result of the specification, for example, a corresponding customer list is displayed on the display unit 21.

The terminal 2 has a telephone (not shown), and is connected to a customer's telephone via a CTI device (not shown). This CTI device connects a telephone received from a customer to a terminal 2 of a predetermined operator. Further, the CTI device provides a screen transfer function between terminals.

The CTI device transmits an incoming call from a customer to the host 1, the application / database server 3, and the like. In response, the host 1 and the application / database server 3 provide various services to customers. For example, it is a reply of materials by the FAX / form output function shown in FIG. 1, or a voice response function.

<Structure of Search Pattern> FIG. 3 shows a structure of a search pattern in a memo search. This configuration diagram
In the vertical direction, the search pattern is shown, and in the horizontal direction, the item names constituting the search pattern are shown together with the item numbers.

The search pattern indicates the type of search formula for searching for a customer. This search expression is represented in the form of an item name (+ item name). The item name is the type of a search key for searching for information. In addition, + indicates that a plurality of items are connected by a logical product.

For example, the kana name of the item No. 28 indicates a retrieval formula for retrieving customer information by designating a kana character name. Item No. 24 “Kana name + birth date” indicates a search formula for searching for customer information by designating the name and the birth date (month and date of birth) of kana characters.

These search expressions are described as logical expressions as they are in an application program that provides a memo search function. That is, a logical variable indicating the presence or absence of designation is secured for each item, for example, kana name, date of birth, and the like. Then, the variable corresponding to the item specified in the search is set to true. Also, variables not specified in the search are set to false.

Then, a logical product corresponding to each search formula shown in FIG. 3 is calculated by using those variables. If the logical product is true, it is determined that the search expression is applicable. When the logical product is false, the search expression is determined to be unapplicable.

<Screen Configuration and Operation> FIG. 4 shows an example of a screen displayed on the terminal 2 when executing the memo search. The operator of the customer center causes the terminal 2 to display the screen of FIG.
Perform customer service.

This screen has a left window column 30 at the left of the screen, a search target designation column 31, a search pattern display column 32, and a detailed information display column 33 at the top of the screen. A left window column 30 has a memo column 37 above it.
At the bottom, a telephone operation button group 34 and a status display column 35
It has.

The left window column 30 including the memo column 37
, Information obtained by the operator by telephone is input. For example, the name of Kana “Yamadai Chirou”, the home telephone number “0529725823”, the birth date “October 2”
4 days ".

In the memo column 37, information that can be specified in the initial response to the customer, for example, the telephone counterpart (name, dealer, relationship, location, etc.), message 1, message 2, and other information Input fields such as a case and a customer category 1 are provided. Business 1,
In the message 2, a frequently-used message is selected from the menu and set. For other items, items not set in the menu are input by keyboard.

In the customer category 1, a customer category, for example, a category such as an individual, a corporation, or a member store is set. However, for example, when a call is received from a member store via a dedicated line, the customer class 1 is in a state where the member store is selected by default. Thus, the operator does not need to input the fields set as defaults by external signals and information.

As shown in FIG. 4, in the customer category 1 of the memo column 37, "individual", "corporate" or "member store"
Is selected, the inputtable column of the left window column 30 is highlighted corresponding to the customer category.

For example, when an individual is selected in the customer category 1, the member number (card), contract number (installment), insurance policy number, home telephone (location telephone), date of birth, The date, customer name (kana), customer name (kanji), customer name (romaji), postal code, registration number, etc. can be input.

At this time, the corporation number, contract organization number, application organization number, affiliated store number, corporation name (kana), business name (kana), name / pre / post classification, corporate name (kanji), and business name (kanji)
Cannot be entered.

When some information such as the customer name (kana) and the date of birth is input, the operator can execute a memo search. The search target specification column 31 corresponds to a column corresponding to the specification of the customer category 1 or the customer category 2, for example,
The "Individual" column is highlighted.

In the search pattern display column 32, the types of search expressions that can be searched are displayed in accordance with the designation in the left window column 30. For example, as a result of a telephone interview, the name of Kana (Yamadai Chirou etc.) and the telephone number (052
9725823), and when the date of birth (October 24) is input, the logical expression corresponding to the search pattern shown in FIG. 3 is determined, and “Kana name + birth date” “Kana name” or “telephone number” Are displayed. Of the search formulas displayed in the search pattern display column 32, those with black circles are the search formulas that are currently selected.

In the memo search, one search formula is marked with a black circle by default. Further, the operator may manually select a desired search formula. Then, when the operator presses the "execute" button 36 with the pointing device 23, the customer information is searched according to the search formula.

In the search, first, an index of customer information is searched in the customer search file 4 shown in the system configuration diagram of FIG. When the index is searched, the customer information corresponding to the index is searched from the customer file 5. The search result is displayed in the detailed information display column 33.

In the detailed information display column 33 of FIG. 4, "Yamadaichirou + October 24"
A list of personal customers searched by applying “day” is shown.
This list includes the item number and information retrieved from the customer database, for example, customer number, gender, date of birth, customer name (Kanji), office, postal code, address, and home address. The customer number is a unique number for identifying a customer in the information processing system.

When the operator selects (presses) the detailed number of the information estimated to be correct from the above information using the pointing device 23, a screen immediately after the identification of the individual (FIG. 5) based on the detailed information corresponding to the detailed number. ) Is displayed.

For example, when the member number (card) is specified in a telephone interview, pressing the "execute" button 36 does not execute the memo search, but directly displays the screen immediately after the identification (FIG. 5). You.

The telephone operation buttons at the bottom of the left window column 30 are used for telephone and screen transfer operations.
For example, the screen transfer button allows the operator to transfer the screen displayed on his own terminal 2 to another terminal. For example, if the operator receives a request that cannot be answered, the operator transfers the screen and the telephone to a terminal of a superior or a specialized department.

The three-way call button simultaneously connects a customer, a receiving operator and a third party, for example, a partner, by telephone. This is done by the operator,
This is a function for an operator and a third party to respond to customers.

In a three-way call, when an administrator (supervisor) is designated as a third party, the operator's phone is muted. Thereby, the operator can hear the conversation between the customer and the manager. With this function, the operator can receive OJT (On-the-
-job trainig). Further, the telephone directory button provides a function of searching for telephone directory information of a company, an affiliated company, and a partner.

The call / transfer button allows the telephone connected to the terminal 2 and the display screen of the terminal 2 to be transferred to a securities company, an insurance staff, a contract transfer procedure staff, and the like.

Further, the initial screen button is used to display the screen immediately after the identification of the individual in FIG. However, the customer information display column 40 in FIG. 5 is displayed in a blank state. Note that the initial screen button is invalid on the screen immediately after the identification of the individual shown in FIG.

Further, below the telephone operation button group 34,
A state display column 35 is provided, and a call state (whether or not a call is in progress).
And the elapsed time are displayed. At the elapsed time point, the time from when the customer enters a call state through the present system to when the customer hangs up is displayed in real time. Further, for example, when the operator executes screen transfer and takes over another agent, the total talk time is displayed at the place of the elapsed time.

FIG. 5 shows an example of a screen immediately after the identification of the user. This screen is displayed when a person, for example, an individual, a corporation, or the like, who is a telephone call partner can be specified on the memo search screen in FIG. This screen displays customer information narrowed down to a specific person and supports customer identification work.

This screen is displayed after the identification of the customer is completed.
Before the operator starts a specific response, the operator is asked to confirm the contact history and progress from the customer. Thereby, the operator grasps the past exchange with the customer and the progress of the requested item, and prepares for the inquiry of the customer. In addition, if special attention is required when dealing with the customer, this screen displays an alarm.

As shown in FIG. 5, this screen has a customer information display column 40 at the top and a submenu item 41 at the bottom of the customer information display column 40. Further, this screen has a talk script display column 42 and a menu column 43 in a lower left portion of the screen. Further, this screen has a detailed information display column 33 from the center to the right as in the memo search screen of FIG.

The customer information display section 40 displays information on the narrowed customers. This information is stored in the customer file 5 shown in the system configuration diagram of FIG.
This information includes, for example, customer number, customer name, gender, date of birth, mobile phone number, home address, home phone number, home facsimile number, work address, work phone number, work facsimile number, work First name, home e-mail address, etc.

By displaying the customer information, the operator confirms that the customer who is responding by telephone is the customer. This is performed by retrieving information that was not heard at the time of executing the memo search and comparing it with personal information on the screen.

A call button is provided beside the display of the home telephone number and the work telephone number. When the operator presses the call button with the pointing device 23, the telephone is called with each telephone number.

In the customer information display column 40, an approximate contract number is displayed below the customer information. The approximate contract number indicates the transaction type and the number of units of the customer. The operator grasps the approximate transaction status by this display.

Further, a treatment area and a transfer destination button are provided in the lower center of the customer information display column 40. For example, when the credit status of the customer is bad, the treatment area highlights "immediate transfer" in red. At this time, when the operator presses the transfer destination button displayed as "credit management", the display on this screen is transferred to the terminal of the operator in charge of credit management.

[0092] The telephone number (caller number) of the customer currently connected to the terminal 2 is displayed in the right part of the customer information display column 40. However, if the customer has registered the non-display of the telephone number with the telephone company, the caller ID is not displayed.

The menu column 43 is provided with a group of buttons for a selection menu, common functions, and telephone operations.
The selection menu button group includes a button for selecting an individual, a corporation, a member store, or the like according to the other party during a call. For example, when an individual is specified in the memo search of FIG. 4 and customer information is narrowed down, the selection menu button group is in a state where the individual is selected.

The selection menu button group further includes an insurance menu. Pressing the insurance menu button switches the display to the insurance system screen of the partner insurance company.

The group of common function buttons is provided with buttons for activating functions that are commonly used through various tasks (for example, customer service tasks, post-service tasks, etc.). For example,
Contact history registration, contact history inquiry, progress inquiry, and the like.

Since the telephone operation button group 34 is the same as the memo search screen shown in FIG. 4, its description is omitted. The status display field 35 is the same as in the case of the memo search screen.

In the selection menu button group of FIG. 5, since the individual is in the selected state, the submenu item 41 includes
A submenu when an individual is selected is displayed. These are, for example, a contract list, a bill / balance list, a limit list, a credit code list, an attribute list, and the like.

When the screen immediately after the identification of the individual is displayed, the detailed information display section 33 displays the progress, the contact history, and the customer characteristic symbol 45. Among them, the latest progress is displayed for each request from the customer. Thereby, the operator responds to the customer after understanding the progress.

The progress status includes the case number. , A channel (a channel contacted by a customer, for example, a telephone), a case name, a case content, a business category, a latest status, a current business group, a charge, and a latest status update date and time. When a plurality of request cases are progressing for the customer, a plurality of progresses are displayed. Further, when the operator presses the display part of the case number with the pointing device 23, the details of the progress history of the case are displayed.

The contact history is a list of histories in which the customer has contacted the system in the past. This history is a history in the latest predetermined period. The operator responds to the customer after understanding the past history based on the contact history. Also, past complaint cases are shaded to alert the operator.

The display of the contact history includes selection, reception date,
It has fields for channel, destination, product name, service content, service details, processing name, charge, comment, and the like. “Details” is a link to a contact history details inquiry screen.

When the operator presses the "details" character string with the pointing device 23, the details of the case are displayed. Further, when the operator presses the comment part twice with the pointing device 23, the details of the comment are displayed.

[0086] The customer characteristic symbol 45 is a pictorial representation of the characteristic of the customer. This customer characteristic is, for example,
His speech is fast and his voice is low. The operator can intuitively understand the points to be considered in the response through the visual display by the customer characteristic display.

FIG. 6 shows a display example when the contract list is selected in the submenu of the screen immediately after the identification of the individual. FIG. 6 shows a display example of a talk script in the talk script display field 42.

In the talk script, a procedure for responding to the customer is shown to the operator. For example, (1) ask for requirements, (2) ask for a target product, and (3) ask for a target member / contract number.

In this system, the default display contents of the talk script differ depending on the experience of the operator. That is, in the present information processing system, a default talk script is selected according to data indicating the experience of the operator, for example, the history or years of experience.
For example, a beginner operator is presented with a detailed talk script. In addition, notices and notes of hearing are displayed for the intermediate-level operator.

In the upper frame of the talk script display column 42, there are provided a registration number (eg, employee number) of the operator who is currently responding, an operator name, and a display level selection column. In each terminal 2, an operator who uses the terminal 2 is registered. In the column of the operator name, the name of the operator is displayed. The display level is a level of detail of information to be displayed.

When the display level is "Normal", each comment of the talk script (underlined portion)
Is pressed with the pointing device 23, a detailed talk script is displayed.

When the operator selects, for example, a contract list in the submenu item 41 in which an individual is specified, a contract list of the customer is displayed in the detailed information display column 33 as shown in FIG. FIG. 6 shows a list of card contracts and installment contracts between the finance company and the customer.

In the contract list of the card contract, a product (for example, a card), a party classification (person, etc.), a term, a membership number, a product name (gold, etc.), an enrollment date, an affiliated store, a withdrawal date, the presence or absence of delinquency, etc. are displayed. Is done. In each contract, if there is a family contract, the family customer number, family name, relationship, and date of birth are displayed.

Similarly, in the contract list of the installment contract, the product, the party classification, the final payment date (the latest date paid by the customer), the contract number, the product name, the acceptance date (the contract occurrence date of the installment contract), the store , Withdrawal date, overdue status, etc. are displayed.

The list displayed on the detailed information display section 33 includes a contract list, a bill / balance list, a limit list, a credit code list, and an attribute list.

<Effects> As described above, in the information processing system of the present embodiment, a plurality of search formula candidates that can be applied from the items that the operator has heard are displayed. Therefore, even if a hearing error occurs during the hearing, the operator can easily change the search formula and narrow down the customers.

For example, if the name, date of birth, and telephone number of the kana could be heard, as shown in FIG. 4, a search expression of “name of kana + date of birth”, “name of kana”, “telephone number” was obtained. Is displayed.

For example, if there is an error in the name of kana, the search using “name of kana + birthday” or “name of kana” may have no corresponding information or may search for incorrect information. However, even in such a case, the operator can specify the customer by selecting another search formula, for example, “telephone number”. As described above, according to the present information processing system, it is possible to identify a customer at an early stage even if erroneous information is included in an item currently being heard.

Further, according to the present embodiment, in dealing with a customer at the customer center, a list related to the specified customer, for example, a contract list, a billed / balanced list, a limit list, a credit code list, Display a list of attributes. Therefore, it is possible to quickly specify a transaction or a contract that the customer wants to make an inquiry or the like. Also, if you change customer attributes,
For example, when an address is changed, registered data can be corrected for all transactions and contracts without omission.

In the present embodiment, the terminal 2 operated by the operator is provided with the left window section 30 shown in FIG. 4, and the acquisition information is directly input in a hearing from the customer. Therefore, the trouble of once taking a memo and inputting the memo is omitted, and input errors are reduced. Further, in an inquiry or the like, the time required for the customer to obtain an answer is shortened. Further, the workload of the operator of the customer center is reduced.

Further, in the information processing system of the present embodiment, immediately after the identification of the individual, the progress of the case requested by the customer is displayed as shown in FIG. For this reason, the operator can respond to the customer after grasping the latest progress.

Further, in the information processing system of this embodiment, immediately after the identification of the individual, the contact history from the customer is displayed as shown in FIG. For this reason, the operator can respond to the customer after grasping the history of the past with the customer.

Further, in the information processing system of this embodiment, immediately after the identification of the individual, the customer characteristic symbol 45 is displayed as shown in FIG. Therefore, the operator can respond to the customer after visually and intuitively understanding the characteristics of the customer. Further, since the customer characteristics are displayed by symbols, the meaning is not understood even if a third party looks at the configuration of the screen.

In the present information processing system, as shown in FIG. 6, a talk script having a different display level is displayed according to the experience of the operator. Therefore, the hearing of the operator can be appropriately guided according to the experience of the operator. Even a novice operator can respond smoothly.

<Modification> In the above embodiment, as shown in FIG. 2, the information processing system is constituted by the host 1, the terminal 2, and the application / database server 3. However, the embodiment of the present invention is not limited to such a configuration. For example, host 1 that provides a memo search function
May be configured by a plurality of computers, for example, a plurality of servers and workstations.

The application / database server 3 may be composed of a plurality of computers. Further, the host 1 providing the memo search function and the application / database server 3 may be realized by the same computer.

[0107]

As described above, according to the present invention,
In a customer center or the like, it is possible to efficiently support a customer service operation by an operator.

[Brief description of the drawings]

FIG. 1 is a data flow diagram of a customer center system according to an embodiment of the present invention.

FIG. 2 is a system configuration diagram of an information system according to an embodiment of the present invention.

FIG. 3 is a configuration diagram of a search pattern in a memo search.

FIG. 4 is an example of a screen displayed on the terminal 2 when executing a memo search.

[Fig. 5] Example of screen immediately after identification

FIG. 6 is a display example when a contract list is selected in a submenu of a screen immediately after identification of a principal.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Host 2 Terminal 3 Application / database server 4 Customer search file 5 Customer file 6 Address code search file 7 Credit customer file 8 Form file 9 Non-recourse contract number search database 10 Non-recourse basic information database 30 Left window column 32 Search pattern Designation field 33 Detailed information display field 37 Memo field

Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat II (Reference) H04M 3/51 H04M 3/51

Claims (7)

[Claims] An information retrieval apparatus comprising basic information and detailed information associated with the basic information, wherein the input means receives at least one basic information, and is applied to a search in accordance with the input basic information. Search formula display means for displaying a plurality of possible search formulas; search formula selection means for selecting a search formula to be applied to the search from the displayed search formulas; applying the search formula to input basic information; A search device comprising an information search means for searching. 2. An information display means for displaying retrieved information, wherein the basic information is attribute information of a customer, and is associated with ongoing case information for each customer; The search device according to claim 1, wherein a list of case information related to the customer is displayed. 3. An information display means for displaying searched information, wherein the basic information is attribute information of a customer, which is associated with contract information for each customer, and wherein the information display means displays information on the customer. The search device according to claim 1, wherein a list of related contract information is displayed. 4. The search device according to claim 1, further comprising a search formula generating means for generating a search formula applicable to a search based on the input basic information. 5. A method for retrieving information comprising basic information and detailed information associated with the basic information, wherein the step of receiving one or more pieces of basic information is applicable to a search in accordance with the input basic information. Displaying a plurality of search formulas, receiving a selection of a search formula to be applied to the search from the displayed search formulas, and applying the search formula to input basic information to search for information. How to find information. 6. A program for causing a computer to search for information consisting of basic information and detailed information associated with the basic information, wherein the step of receiving one or more pieces of basic information includes the steps of: Displaying a plurality of search expressions applicable to the search; receiving a selection of a search expression to be applied to the search from the displayed search expressions; applying the search expression to input basic information to search for information A program consisting of steps. 7. A program for causing a computer to search for information consisting of basic information and detailed information associated with the basic information, wherein the step of receiving one or more pieces of basic information includes the steps of: Displaying a plurality of search expressions applicable to the search; receiving a selection of a search expression to be applied to the search from the displayed search expressions; applying the search expression to input basic information to search for information A computer-readable recording medium on which a program comprising steps is recorded.