JP2002319978A - Device, system and method for transferring e-mail and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To easily and surely receive consultation services of various administrative organizations without worrying about the classifications, etc., of consultation service contents which the respective administrative organizations are in charge of. SOLUTION: This e-mail transferring device 14 for receiving e-mail from residents as a representative of a plurality of administrative organizations, has a keyword database(DB) 15 storing keywords corresponding to respective consultation businesses of a plurality of the administrative organizations together with the identification information of the administrative organizations, retrieves a keyword corresponding to the consultation business of each of the administrative organizations with the keyword database 15 according to received e-mail and transfers the received e-mail to any of the e-mail servers 161 to 16n of the respective administrative organizations according to the identification information of the administrative organization stored together with the retrieved keyword.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to an e-mail transfer device, an e-mail transfer system, an e-mail transfer method, and a program which are particularly suitable for a representative reception service of a plurality of government agencies.

[0002]

2. Description of the Related Art FIG. 3 shows an example of a part of a one-month consultation service provided by a local government "〇〇 City". As shown in the figure, the window and the venue differ depending on the contents of the consultation, and the consultation time varies. Therefore, the citizen who is the user selects the consultation counter that will be applicable from the content that he / she wants to consult himself, makes an appointment if necessary, and goes to the venue specified at the specified date and time, It was not possible to receive consultation for the first time because it required sufficient time and effort.

[0003] Recently, Internet technology has become widespread and widely used, and not only individuals and private companies but also various administrative agencies of local governments have opened homepages, and their own P
In some cases, a consultation desk or the like is provided while performing R.

If it is assumed that a consultation service of an administrative organization can be received by sending and receiving e-mail using this kind of network communication technology, e-mail can be sent and received via the Internet even with a mobile phone. Then, you will be able to use the consultation of administrative agencies more easily.

[0005]

However, an administrative organization is basically vertically divided, and only accepts consultation contents related to its own organization, and does not try to participate in consultation regarding other administrative organizations at all.

Therefore, even in the case of using an e-mail as described above, it is necessary for the user to check the e-mail address of the correct destination of the e-mail by some means in accordance with the contents of the consultation. There is a problem that it cannot be used casually.

[0007] The present invention has been made in view of the above-described circumstances, and an object of the present invention is to divide the consultation services of various administrative organizations into the contents of the consultation services assigned to each administrative organization. It is an object of the present invention to provide an e-mail transfer device, an e-mail transfer system, an e-mail transfer method, and a program that can be easily and reliably accepted without any problem.

[0008]

According to the first aspect of the present invention,
An e-mail transfer device for receiving an e-mail from a customer as a representative of a plurality of departments, a keyword storage means for storing a keyword corresponding to the business of each of the plurality of departments together with identification information of the department, A search means for searching for a keyword stored in the keyword storage means from the above, and a transfer means for transferring the received e-mail based on the identification information of the department stored together with the keyword searched by the search means. And

With such a configuration, the mail server representing a plurality of departments accepts the e-mail for temporarily receiving the consultation service, and performs a keyword search from the contents of the received e-mail to provide the consultation service. Since it is automatically transferred to the mail server of the department in charge, it is possible to easily and reliably accept consultation services of various departments without worrying about the division of the consultation service contents in charge of each department. Becomes possible.

[0010] According to a second aspect of the present invention, in the first aspect of the present invention, the search means performs a keyword search stepwise by a plurality of items constituting the electronic mail.

With such a configuration, in addition to the operation of the invention described in claim 1, for example, a keyword search is performed using the subject (subject) item of the e-mail, and if the corresponding consultation window cannot be found, Furthermore, by performing a keyword search stepwise according to a plurality of items, such as performing a keyword search based on the contents of the items in the mail text, the keyword search can be performed very efficiently.

According to a third aspect of the present invention, in the first aspect of the present invention, there is provided a return means for returning information on a department to which the electronic mail transferred by the transfer means is transferred to the source of the electronic mail as a message. It is further characterized by being provided.

With such a configuration, in addition to the operation of the invention described in the first aspect, the information on the transfer destination section is immediately returned to the sender of the electronic mail after the transfer of the electronic mail. It is possible to construct a service system that can be used by a consultation service user with a sense of security.

According to a fourth aspect of the present invention, there are provided a plurality of e-mail servers provided for each of a plurality of departments for receiving e-mail from a customer corresponding to the business of the department, and a plurality of e-mail servers corresponding to the business of each of the plurality of departments. Keyword storage means for storing a keyword together with the identification information of the section, mail reception means for receiving an e-mail from a resident as a representative of a plurality of divisions, and search for searching the keyword stored in the keyword storage means from the received e-mail Means, and an e-mail transfer server device having transfer means for transferring the received e-mail to any of the plurality of e-mail servers based on the department identification information stored together with the keyword searched by the search means. It is characterized by the following.

According to such a system configuration, a mail server representing a plurality of departments accepts an e-mail for temporarily receiving a consultation service, and performs a keyword search from the contents of the received e-mail to thereby provide the consultation service. Will be automatically forwarded to the mail server of the department in charge of the department, so that consultation services of various departments can be easily and reliably accepted without worrying about the classification of the consultation service contents in charge of each department. It becomes possible.

According to a fifth aspect of the present invention, there is provided an electronic mail transfer method for receiving an electronic mail from a customer as a representative of a plurality of departments, wherein a keyword corresponding to each of the plurality of departments is identified together with identification information of the department. A keyword storing step for storing, a mail receiving step for receiving an e-mail from a customer as a representative of a plurality of departments, and a search step for searching for the keyword stored in the keyword storing step from the e-mail received in the mail receiving step And a transfer step of transferring the accepted e-mail in accordance with the department identification information stored together with the keyword searched in the search step.

According to this method, a mail server representing a plurality of departments receives an e-mail for temporarily receiving the consultation service, and performs a keyword search from the contents of the received e-mail to provide the consultation service. Since it is automatically transferred to the mail server of the department in charge, it is possible to easily and reliably accept consultation services of various departments without worrying about the division of the consultation service contents in charge of each department. Becomes possible.

According to a sixth aspect of the present invention, there is provided a program used in an electronic mail transfer device for receiving an electronic mail from a customer as a representative of a plurality of departments. A keyword storing step of storing together with the identification information of the section, an e-mail receiving step of receiving an e-mail from a customer as a representative of a plurality of divisions, and searching for the keyword stored in the keyword storing step from the e-mail received in the e-mail receiving step And causing the computer to execute a transfer step of transferring the received e-mail according to the department identification information stored together with the keyword searched for in the search step.

With such program contents, a mail server representing a plurality of departments accepts an e-mail for temporarily receiving a consultation service, and performs a keyword search from the contents of the received e-mail to provide a consultation service. Will be automatically forwarded to the mail server of the department in charge of the department, so that consultation services of various departments can be easily and reliably accepted without worrying about the classification of the consultation service contents in charge of each department. It becomes possible.

[0020]

DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment in which the present invention is applied to a comprehensive administrative consultation service system by electronic mail will be described below with reference to the drawings.

FIG. 1 shows the configuration of the entire system. Reference numeral 11 denotes a wide area network including a public line network (PSTN, ISDN, various wireless communication networks, etc.) and the Internet.

It is assumed that a personal computer (PC) 13 as an information terminal used by residents in the home 12 is connected to the network 11 via a provider (not shown).

On the other hand, for the network 11,
A mail transfer server device 14 representing all administrative agencies including a city hall, a police station, a fire department, a health center, a library, a tax office, a job security office, and the like of a local government in this area is connected.

The mail transfer server device 14 has a keyword database (DB) 15 which stores a large number of keywords related to consultation services of each administrative organization in combination with identification information of the organization, and is sent. A keyword stored in the keyword database 15 is searched from the e-mail from the user, and the e-mail is divided into a plurality of administrative organizations based on the identification information of the administrative organization stored in combination with the keyword obtained as a result of the search. To the corresponding one of the e-mail servers 161 to 16n.

However, the electronic mail servers 161 to 161
The electronic mail server 16n, which is one of the electronic mail servers 16n, is a representative window provided for transferring the electronic mail when the relevant administrative organization is not known. The electronic mail server 16n transfers the electronic mail to the electronic mail server 16n. The e-mail is manually determined by a counselor representing all the administrative organizations and the relevant administrative organization is manually transferred.

Next, the operation of the above embodiment will be described.

FIG. 2 shows the contents of processing from the reception of an electronic mail to the transfer performed by the mail transfer server device 14.

Initially, the personal computer 13
Wait for the e-mail from the server to be delivered (step S
01), when it is determined that the mail has been delivered, first, a keyword search is performed on the contents of the subject (subject) of the mail using the keyword database 15 (step S02).

In the case of this keyword search, for example, if the subject is “housing legal consultation”, the e-mail server 161 for “citizen consultation” is changed from the keyword “housing law” located before the phrase “consultation”. If the subject is "child education consultation", the e-mail server 162 of "education consultation" is determined as a transfer destination from the keyword "child education" located before the word "consultation". It is determined whether or not the transfer destination is found as a result of such a keyword search (step S0).
3).

Here, if it is determined that the transfer destination has been determined, the electronic mail server 16 of the relevant administrative organization is immediately determined.
The electronic mail received at x (x = 1 to n) is set for transfer (step S04).

Further, in addition to this, a message indicating to the personal computer 13 which has transmitted the e-mail the transmitted e-mail to the e-mail server operated by which administrative organization is added to the main body of the e-mail. Is transmitted as a return (Re :) (step S
05) Thus, the series of processes in FIG. 1 is completed, and the process returns to step S01 to accept the next electronic mail.

If it is determined in step S03 that the transfer destination has not been found by the keyword search in the subject item, then the keyword search is performed using the keyword database 15 on the contents of the mail body item. (Step S06).

In the case of this keyword search, for example, a keyword search may be uniformly performed for the entire contents of the mail text, or "-like", "-line", "-in charge", "-" It is also possible to extract a phrase such as `` to '' and perform a search using the phrase `` ~ '' located before it as a keyword, and if there is still no corresponding keyword, perform a keyword search again for the full text of the mail body Good.

As a result of the keyword search for the item of the mail text, it is determined whether or not the transfer destination has been determined (step S07). If it is determined that the transfer destination has been determined, the process proceeds to step S04. Proceeding to the processing, the processing relating to the e-mail transfer setting is executed.

If it is determined in step S07 that the forwarding destination has not been found even by performing a keyword search of the mail body, the electronic mail server 1 serving as the representative window is determined.
6n to transfer the received e-mail (step S
08).

Further, in conjunction with this, it is impossible for the personal computer 13 which is the source of the e-mail to determine to which e-mail server the administrative organization should transfer the delivered e-mail. Since the message is transferred to the e-mail server 16n for the time being, a message indicating that the correct transfer destination is notified again is transmitted to the mail body as a return notice (Re :) (step S09). After the series of processes in FIG. 1 is completed, the process returns to step S01 to accept the next electronic mail.

After the processing of steps S08 and S09,
In the e-mail server 16n of the representative window to which the e-mail has been transferred, a consultant representing all the administrative organizations manually determines the relevant administrative organization, forwards the e-mail according to the result of the determination, and notifies the destination of the transfer. The e-mail of the transfer notification with the message added to the e-mail body is sent again to the source of the original e-mail.

As described above, in the mail transfer server device 14 which is a general reception representing a plurality of administrative organizations, e-mails to receive consultation services are collectively received, and a keyword search is performed from the contents of the received e-mails. By doing so, the consultation service is automatically transferred to the e-mail servers 161 to 16n of the administrative organization in charge of the consultation service. It is possible to receive easily and reliably without worrying about the classification of
The labor of both users and each administrative organization can be greatly reduced.

In addition, in the mail transfer server device 14,
For example, a keyword search is performed based on an e-mail subject (subject) item, and a keyword search is further performed based on the contents of an e-mail body item when a corresponding consultation window is not known. By performing a keyword search in an efficient manner, a keyword search can be performed very efficiently.

Further, immediately after the transfer of the e-mail, the information on the administrative organization of the transfer destination is sent back to the sender of the electronic mail, so that the user does not know the transfer destination, and It is possible to construct a service system that allows the user to use the system with a higher degree of security without causing any inconvenience such as sudden contact.

The transfer notification to be transferred to the source of the e-mail may be notified in detail to which e-mail server of which administrative organization the e-mail has been transferred, and further to which person in charge of that administrative institution.

In this case, by notifying the mail address of the person in charge, the sender of the e-mail can also send the e-mail directly to the person in charge of the transfer destination thereafter.
Not only waiting for contact, you can also consult more reliably in case of urgency.

Although the above embodiment has been described on the assumption that an electronic mail is transmitted from the personal computer 13 provided in the home 12 to the mail transfer server device 14 via the network 11, the personal computer 13 is connected to a general telephone line. It is needless to say that not only the personal computer 13 as a terminal but also an electronic mail transmitted from a mobile phone having an information communication function via a wireless communication network can be received by the mail transfer server device 14.

Also, when conducting an administrative consultation, there is a high possibility that extremely private contents will be exchanged. Therefore, from the point of confidentiality, all the contents of the e-mail after the reception by the mail transfer server device 14 are accepted. It is also important to encrypt the data using highly confidential encryption technology so that the data contents never leak to the outside.

Further, in the above-described embodiment, the description has been made assuming that the user directly sends the contents of consultation to the administrative organization by e-mail. It may be.

For example, (1) for a traffic accident consultation, a photograph of the accident vehicle is attached and transmitted. (1) For tax consultation, a consultation is made after attaching a table of income and expenditure, and (3) For health and nutrition consultation, send and receive a weekly menu, etc., for consultation. (4) For employment consultation for the elderly, attach data on employment placement and respond. It can be developed.

As described above, in addition to the example of application to the comprehensive administrative consultation service system by e-mail, customer consultation of the company, transfer of e-mail to each department in the company, etc.
It can be applied to various service systems.

In addition, the present invention is not limited to the above-described embodiment, and can be variously modified and implemented without departing from the gist thereof.

Further, the above embodiments include inventions at various stages, and various inventions can be extracted by appropriately combining a plurality of disclosed constituent elements. For example, even if some components are deleted from all the components shown in the embodiments, at least one of the problems described in the column of the problem to be solved by the invention can be solved and the effects described in the column of the effect of the invention can be solved. In a case where at least one of the effects described above is obtained, a configuration in which this component is deleted can be extracted as an invention.

[0050]

According to the first aspect of the present invention, a mail server representing a plurality of departments accepts an e-mail for temporarily receiving a consultation service, and performs a keyword search from the contents of the received e-mail. Since the consultation service is automatically transferred to the mail server of the department in charge of the consultation service, the consultation service of various departments can be easily and easily performed without worrying about the classification of the consultation service contents in charge of each department. It is possible to reliably accept.

According to the second aspect of the present invention, in addition to the effect of the first aspect of the present invention, for example, when a keyword search is performed based on the subject (subject) item of the e-mail, and the corresponding consultation window cannot be found. Further, by performing a keyword search stepwise according to a plurality of items, such as performing a keyword search based on the contents of the items in the mail text, the keyword search can be performed very efficiently.

According to the third aspect of the invention, in addition to the effect of the first aspect of the present invention, immediately after the transfer of the e-mail, the information on the department at the transfer destination is returned to the source of the e-mail. Therefore, it is possible to construct a service system that allows users of the consultation service to use the service with peace of mind.

According to the fourth aspect of the present invention, a mail server representing a plurality of departments accepts an e-mail for temporarily receiving a consultation service, and performs a keyword search from the contents of the received e-mail to perform the consultation. Since the service is automatically transferred to the mail server of the department in charge of the service, the consultation services of various departments can be easily and reliably performed without having to worry about the division of the content of the consultation service in charge of each department. It becomes possible to accept.

According to the fifth aspect of the invention, a mail server representing a plurality of departments accepts an e-mail for temporarily receiving a consultation service, and performs a keyword search from the contents of the received e-mail to perform the consultation. Since the mail is automatically transferred to the mail server of the department in charge of the service, the consultation services of various departments can be easily and reliably performed without worrying about the division of the consultation service contents in charge of each department. It becomes possible to accept.

According to the sixth aspect of the invention, a mail server representing a plurality of departments accepts an e-mail for temporarily receiving a consultation service, and performs a keyword search from the contents of the received e-mail to perform the consultation. Since the service is automatically transferred to the mail server of the department in charge of the service, the consultation services of various departments can be easily and reliably performed without having to worry about the division of the content of the consultation service in charge of each department. It becomes possible to accept.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of an overall integrated administrative consultation service system according to an embodiment of the present invention.

FIG. 2 is a flowchart illustrating processing from reception of an electronic mail to transfer by the mail transfer server device of FIG. 1;

FIG. 3 is a diagram exemplifying a part of a conventional administrative consultation window guidance.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 11 ... Network 12 ... Home 13 ... Personal computer (PC) 14 ... Mail transfer server device 15 ... Keyword database (DB) 161-16n ... E-mail server

[Procedure amendment]

[Submission date] November 1, 2001 (2001.11.
1)

[Procedure amendment 1]

[Document name to be amended] Drawing

[Correction target item name] Figure 3

[Correction method] Change

[Correction contents]

FIG. 3

Claims (6)

[Claims] 1. An electronic mail transfer device for receiving an electronic mail from a customer as a representative of a plurality of departments, comprising: a keyword storage means for storing a keyword corresponding to the business of each of the plurality of departments together with identification information of the department. A search means for searching a keyword stored in the keyword storage means from the received electronic mail; and a transfer means for transferring the received electronic mail based on the identification information of the department stored together with the keyword searched by the search means. An electronic mail transfer device, comprising: 2. The electronic mail transfer device according to claim 1, wherein said search means performs a keyword search stepwise by a plurality of items constituting the electronic mail. 3. The electronic mail according to claim 1, further comprising a return unit that returns information on a department to which the electronic mail transferred by the transfer unit is transferred to the source of the electronic mail as a message. Transfer device. 4. A plurality of e-mail servers provided for each of a plurality of departments and receiving e-mail from a customer corresponding to the business of the department, and a keyword corresponding to the business of each of the plurality of departments is identified by the department. Keyword storage means for storing together with information,
E-mail receiving means for receiving e-mails from residents as representatives of a plurality of divisions, search means for searching for keywords stored in the keyword storage means from the received e-mails, and divisions stored together with the keywords searched by the search means An electronic mail transfer server device having transfer means for transferring the received electronic mail to any of the plurality of electronic mail servers according to the identification information. 5. An electronic mail transfer method for receiving an electronic mail from a customer as a representative of a plurality of departments, comprising: a keyword storing step of storing a keyword corresponding to each of the plurality of departments together with identification information of the department; An e-mail receiving step of receiving an e-mail from a customer as a representative of a plurality of departments; a searching step of searching for the keyword stored in the keyword storing step from the e-mail received in the e-mail receiving step; A transfer step of transferring the received e-mail according to the department identification information stored together with the searched keyword. 6. A program used in an electronic mail transfer device for receiving an electronic mail from a customer as a representative of a plurality of departments, wherein a keyword corresponding to each of the plurality of departments is stored together with identification information of the department. A keyword storage step for receiving an e-mail from a customer as a representative of a plurality of departments; a search step for searching for the keyword stored in the keyword storage step from the e-mail received in the e-mail reception step; A transfer step of transferring the accepted e-mail according to the department identification information stored together with the keyword retrieved in the retrieval step.