JP2003333189A - Support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable an operator to acquire knowledge, information, and the like on commodities belonging to various fields by plugging in his her own operating terminal to a system, to acquire advices or the like from experts as needed and to be educated on the commodities or the like. <P>SOLUTION: The support system has: a support server 13 in which a meeting site 14 is opened; an intra-institution system 10 equipped with an operator terminal 11 which can be plugged in to the meeting site 14; and a support center system 20 equipped with an expert terminal 21 which can be plugged in to the meeting site 14 and connected to the intra-institution system 10 via the Internet 25. <P>COPYRIGHT: (C)2004,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a support system.

[0002]

2. Description of the Related Art Conventionally, in banks and other business offices that perform window services, an operator in charge of window services sells and explains products and the like to customers who come to the store. In this case, it is required for the operator to accept various inquiries, consultations, etc. from the customer and answer them, and to actively explain the product etc. to the customer as part of the contact work.

However, in recent years, since the products etc. provided by companies have become more sophisticated and diversified, the operator does not have sufficient knowledge about the products etc., and sales and explanations are given to customers. It may not be possible. For example, in financial institutions such as banks, investment trusts (investment trusts), insurance, 401K type pensions, etc. have been introduced as new products in recent years. These new products can be answered or explained to customers. In this case, advanced knowledge beyond the original scope of business of financial institutions is required. In such a case, many operators do not have sufficient knowledge about the new product and can reply to customers,
You cannot sell new products because you cannot explain them.

Therefore, there is provided a support system for providing the operator with knowledge and information about such products and the like to support the work of the operator. In this case, in order to receive and reply to various inquiries and consultations from the operator regarding the products, etc., a help center that accepts inquiries by telephone or inquiries by e-mail or the like from the terminal installed at the counter. A system consisting of desks has been built. As a result, even if the operator does not have sufficient knowledge about products, etc., the operator can obtain necessary knowledge, information, advice, etc. from the experts belonging to the call center or help desk and reply to the customer. , Can be explained.

[0005]

However, since the conventional support system is constructed independently for each field to which a product or the like belongs, when a company intends to provide a product or the like belonging to a wide range of fields, It is necessary to introduce a large number of support systems, which increases costs.

[0006] For example, in the case of providing investment trust, insurance, 401K type pension, etc. as a product at a counter of a financial institution such as a bank, a securities company has expertise regarding investment trust as a product, and insurance as a product or 401K. Insurance companies have expertise in type annuities. Therefore, it is necessary to introduce a support system consisting of a call center and a help desk operated by a securities company for investment trusts, and a call center and a help desk operated by an insurance company for insurance and 401K type pensions. In addition, even if the products of the same type have different contents depending on the handling company, for example, the contents of investment trusts are different for each securities company, or the contents of insurance and 401K type pension are different for each insurance company. It is necessary to introduce a support system consisting of call centers and help desks operated by each company.

Therefore, a financial institution needs to use a large number of support systems according to the types of products, but generally, the support systems are constructed based on their own specifications and are mutually compatible. Since it is scarce, it is difficult to share the terminal device, communication infrastructure, etc. used in each support system. Therefore,
The cost of introducing a support system increases.

Although it is possible to unify the specifications of all the support systems that financial institutions introduce themselves, in this case, those who supply products to financial institutions, such as securities companies and insurance companies, have their own. It is necessary to build a support system with specifications compatible with financial institutions. Therefore, the cost for constructing a support system that a person who supplies products to a financial institution bears becomes high.

Further, even if such a support system is introduced, it is necessary for the operator to have some knowledge about products and the like. for that reason,
It is necessary to provide the operator with education regarding products, but such education is provided by means such as holding seminars, and it costs money to dispatch lecturers and secure venues. . Moreover, since a large number of operators are simultaneously restrained for a predetermined time, there is a risk that the financial institution will be unable to carry out its duties.

According to the present invention, the problems of the conventional support system are solved, and an operator plugs a terminal operated by the operator into the system to acquire knowledge, information, etc. regarding products and the like belonging to a wide range of fields. It is possible,
Further, it is another object of the present invention to provide a support system that can obtain advice and the like from an expert as needed and can also receive education regarding the products and the like.

[0011]

Therefore, in the support system of the present invention, a support server in which a meeting site is established, and an in-house system including an operator terminal that can be plugged into the meeting site,
The meeting site has a professional terminal that can be plugged in, and has a support center system connected to the in-house system via the Internet.

In another support system of the present invention, the in-organization system further includes an institution web server for storing information about the institution.

In still another support system of the present invention, the support center system further includes an ASP server that stores information on matters supported by the support center system.

In still another support system of the present invention, the support center system further includes a help desk server for allocating a support request to a corresponding expert.

In still another support system of the present invention, the meeting site is opened corresponding to an event.

In still another support system of the present invention, the event is a product of the institution.

In yet another support system of the present invention, the event is training of an operator.

[0018]

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

FIG. 1 is a diagram showing the configuration of a support system according to the first embodiment of the present invention, and FIG. 2 is a diagram showing the configuration of a meeting site according to the first embodiment of the present invention.

In FIG. 1, reference numeral 10 denotes an in-engine system as a computer system arranged in the engine. In the present embodiment, the institution is a financial institution such as a bank or a credit union, a securities company, an insurance company, a computer, software, a car, an electric device, an electronic device, or a manufacturing company or a sales company, a department store. , Stores such as supermarkets, lodging facilities such as hotels and inns, passenger transportation companies such as railroads and aviation, educational institutions such as schools and cram schools, various companies and groups such as public organizations, Good. Here, for convenience of explanation, the institution is a bank,
The case of a financial institution such as a credit union will be described. In addition to the original products of financial institutions such as time deposits, the financial institutions also handle products of institutions in other industries such as investment trusts, insurance, and 401K type pensions.

Here, the internal system 10 has an operator terminal 11, an institutional web server 12 and a support server 13 which are interconnected via a network (not shown) and is connected to the Internet 25. The in-house system 10 is built for each financial institution. Note that, although only one is shown in FIG. 1 for convenience of description, there may be a plurality of in-engine systems 10.

The in-house system 10 is operated by a financial institution. In this case, the institution web server 12 and the support server 13 are, for example, the headquarters of a financial institution,
It is arranged in a computer center or the like, is arranged in a counter of a branch office of the financial institution, and is connected to the operator terminal 11 via a network such as an intranet. In addition,
The institution web server 12 or the support server 13 may be installed in the business office and connected to the operator terminal 11 installed in the business office via a network. In this case, since the processing capacity required for each of the institutional web server 12 and the support server 13 becomes small, a relatively inexpensive computer or server can be used as the institutional web server 12 or the support server 13.

Further, the in-house system 10 may be operated by a person other than a financial institution who has a contract with the financial institution. In this case, the institutional web server 12 or the support server 13 may be installed in the headquarters of a financial institution, a computer center, a branch office, or the computer center or service of a person who operates the in-house system 10. It may be arranged in a center or the like.

The operator terminal 11 is a storage unit such as a CPU, an arithmetic unit such as an MPU, a magnetic disk, a semiconductor memory or the like arranged in a counter serving as a sales counter in a main office or a branch office of the financial institution. Input device such as device, keyboard, mouse, touch panel, CR
T, a display device such as a liquid crystal display, a voice input device such as a microphone, a voice output device such as headphones and a speaker, an imaging device such as a digital camera and a digital video camera, a communication interface, a printing machine, and the like. From the viewpoint of operability, the display device is preferably a touch panel that also functions as an input device. The operator terminal 11 also includes a browser program for browsing web pages.

Then, the teller (Tel) in the financial institution
An operator of a branch store such as a ler) operates the operator terminal 11 to obtain various kinds of information such as information on new products, information on ongoing campaigns, and guidance for customer service. Further, the operator can explain while showing the information displayed on the display device of the operator terminal 11 to the customer. Further, the operator can operate the operator terminal 11 to consult a specialist or receive advice. Although there are a plurality of operator terminals 11, the number can be set arbitrarily. Furthermore, the operator terminals 11 may be installed in the same business office or may be installed in different business offices.

The institution web server 12 is a C
Computing device such as PU or MPU, storage device such as magnetic disk or semiconductor memory, input device such as keyboard or mouse, C
The computer is equipped with a display device such as an RT and a liquid crystal display, a communication interface, etc., and can be accessed (visited) from the Internet 25. The institutional web server 12 may be integrally formed, may be a distributed server in which a plurality of servers are organically combined, or may be integrally formed with other servers. It may be formed. Also,
The institutional web server 12 can be accessed by a browser program. Then, the institution web server 12 has a web page (home page) on which various information such as introduction of the institution, explanation of business contents, explanation of products handled, etc. is posted. Here, the web page can also be accessed from the operator terminal 11.

The support server 13 has a CPU,
Arithmetic device such as MPU, magnetic disk, storage device such as semiconductor memory, input device such as keyboard and mouse, CRT,
It is a computer equipped with a display device such as a liquid crystal display, a communication interface, etc., and can be accessed from the Internet 25. In addition,
The support server 13 may be integrally formed, may be a distributed server in which a plurality of servers are organically combined, or may be another server such as an institutional web server 12. It may be integrally formed with.

Here, a plurality of meeting sites 14 are established in the support server 13. The meeting site 14 is a site having the same specifications as a normal net meeting site, and can be accessed by a browser program, but only a person having plug-in authority can plug in. There is. Then, each meeting site 14 corresponds to a separate event (Event).

For example, in FIG. 2, the corresponding event is 4
The meeting site 14, which is a 01K pension, is shown. In this case, the meeting site 14 includes the operator's regime file 15 and the institution-created material file 1
6. ASP (Application Service)
A Provider) file 17 and a Help file 18 are provided. The operator's regime file 15 stores explanatory materials, documents, etc. necessary for the operator to explain to the customer about the 401K type pension or answer the customer's question. Therefore, in the case of selling a 401K type pension, the operator operates the operator terminal 11 to plug in the meeting site 14 and opens the operator's regime file 15 to acquire the materials, documents, and the like. be able to.

The institution-created material file 16 stores a material created by a financial institution, which includes detailed information on the 401K pension. A link to the institution web server 12 may be provided in the institution created material file 16. In this case, when the operator operates the operator terminal 11 and selects the institution making material file 16, the operator jumps to the institution web server 12. As a result, the operator terminal 11 can access the institution web server 12 via the meeting site 14.
Can be accessed to obtain the material stored in the institution web server 12 including detailed information regarding the 401K type pension.

Further, in the ASP file 17, the URL (Uniform Resource L) of the ASP server 22 in the support center system 20 described later is included.
octor) is stored. The support center system 20 is a system operated by an insurance company that specializes in 401K type pensions. Further, when the financial institution sells a plurality of types of 401K pensions, it is preferable that a plurality of ASP files 17 are created for each 401K pension. When the operator operates the operator terminal 11 to select the ASP file 17, the operator is connected to the ASP server 22 via the meeting site 14. As a result, the operator terminal 11 becomes the ASP server 2
2 can be accessed to obtain the data stored in the ASP server 22 including the information related to the 401K type pension.

In addition, the help desk server 23 in the support center system 20 is included in the help file 18.
Is stored. Then, the operator operates the operator terminal 11 to operate the help file 18
If you select, via the meeting site 14,
The support request is transmitted to the help desk server 23. Then, the help desk server 23 calls the expert terminal 21 of the expert who is in charge of the 401K type pension, and causes the expert terminal 21 to access the meeting site 14. This allows the operator to obtain expert support while consulting in the same format as an online meeting.

The support center system 20 has an expert terminal 21, an ASP server 22 and a help desk server 2 which are interconnected via a network (not shown).
3 and is connected to the Internet 25. Here, the support center system 20 is constructed for each of products of institutions such as investment trusts, insurance, and 401K type pensions handled by financial institutions. For example, a plurality of support center systems 20 corresponding to respective securities companies that handle investment trusts are constructed independently of each other, and a plurality of support center systems 20 corresponding to respective insurance companies that handle insurance and 401K type pensions are constructed independently of each other. Has been done. In addition, a single support center system 20
It is also possible to deal with a plurality of securities companies and insurance companies. When the product is subdivided, the support center system 2 is provided so as to correspond to the subdivided product.
0 may be constructed. For example, when there are a plurality of types of investment trusts handled by one securities company, a plurality of support center systems 20 corresponding to the respective investment trusts may be constructed independently of each other.

The support center system 20 may be operated by an organization that handles the products, or may be operated by a person other than the organization who has made a contract with the organization. Further, although only one is shown in FIG. 1 for convenience of explanation, the support center system 20 is provided.
May be plural.

Here, the expert terminal 21 is a CPU, MP
An arithmetic unit such as U, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard, a mouse and a touch panel, a display device such as a CRT and a liquid crystal display, a voice input device such as a microphone, a voice output device such as headphones and a speaker. , A digital camera, an imaging device such as a digital video camera, a communication interface, a printing machine, and the like. From the viewpoint of operability, the display device is preferably a touch panel that also functions as an input device. Further, the expert terminal 21 has a browser program. Then, an expert such as a staff member of an organization that handles the product operates the expert terminal 21 to explain information about various products such as investment trust, insurance, and 401K type pension, and information about the ongoing campaign. It is designed to assist operators. The expert can also explain the product to the customer via the operator terminal 11. Note that FIG.
In the above, there are a plurality of expert terminals 21, but the number can be set arbitrarily.

Then, the ASP server 22 uses the CP
U, MPU, etc. arithmetic unit, magnetic disk, semiconductor memory, etc. storage device, keyboard, mouse, etc. input device, CR
The computer includes a T, a display device such as a liquid crystal display, and a communication interface. In addition, the ASP
The server 22 may be integrally formed, may be a distributed server in which a plurality of servers are organically combined, or may be integrally formed with another server. May be. Further, the ASP server 22 can be accessed by a browser program. Here, the ASP server 22 has a web page on which various information such as the description of the product is posted. For example, if the support center system 20 corresponds to an insurance company that handles a 401K pension, the AS
The P server 22 stores materials including information related to the 401K type pension.

The help desk server 23 uses C
Computing device such as PU or MPU, storage device such as magnetic disk or semiconductor memory, input device such as keyboard or mouse, C
The computer is equipped with an RT, a display device such as a liquid crystal display, a communication interface, and the like. The help desk server 23 may be integrally formed, may be a distributed server in which a plurality of servers are organically combined, or may be integrally formed with other servers. It may have been done. Further, the help desk server 23 can be accessed by a browser program.

Then, the help desk server 23 is
The expert terminal 21 is allocated according to the content of the support request received from the in-house system 10. For example, the request for assistance sent from the meeting site 14 whose corresponding event is 401K type pension is 40
It is assigned to the expert terminal 21 of the expert in charge of the 1K type pension. The assistance request includes a signal indicating the sender and the content of the assistance request, and the help desk server 23 determines the content of the assistance request based on the signal.

In this case, the expert terminal 21 has the address of the meeting site 14 accessed by the operator in need of assistance, the meeting site 14
A password and the like for plug-in are transmitted from the help desk server 23. As a result, the expert can support the operator by having the expert terminal 21 plug in the meeting site 14 and consulting in the same format as the net meeting.

If the expert is rated according to skill level, for example, beginner level, intermediate level and advanced level, the help desk server 23 responds to the contents of the support request. Allocate to the expert terminal 21 of the expert of the skill level to be performed. In addition, when the expert, while supporting the operator, determines that the support of the expert of a higher level than himself is necessary, that is, the escalation is necessary, the expert of the advanced level is The expert terminal 21 is accessed to send a support request. As a result, an expert at a higher level than the original expert can plug the expert terminal 21 into the meeting site 14 and support the operator while consulting in the same format as the net meeting.

Next, the operation of the support system having the above configuration will be described.

FIG. 3 is a diagram showing the operation of the support system in the first embodiment of the present invention, and FIG. 4 is a diagram showing an example of the screen of the display device of the operator terminal in the first embodiment of the present invention. is there.

First, the operator starts sales of merchandise to a customer who visits a window of a sales office of a financial institution.
Here, a case where the product is a 401K type pension will be described. In this case, a selection button 32 as selection means is displayed on the screen 30 of the display device of the operator terminal 11 as shown in FIG. Then, when the operator operates the operator terminal 11 to select the selection button 32 corresponding to the 401K type pension, the operator terminal 11 plugs in the meeting site 14 as indicated by an arrow in FIG. Then, the operator operates the operator terminal 11 to select the operator registration file 15,
You can obtain materials and documents related to K-type pension.

As a result, the operator can display, on the screen 30 of the display device of the operator terminal 11, the materials necessary for explaining the 401K type pension as the explanation screen 33. Then, the operator
The 401K type pension will be described with reference to the explanation screen 33. The explanation screen 33 can be shown to the customer if necessary.

When it is determined that the materials, documents, etc. stored in the operator's regime file 15 are insufficient, the operator operates the operator terminal 11 to select the institution-made material file 16, The operator terminal 11 jumps to the institution web server 12 as indicated by the arrow in FIG. And
The operator can operate the operator terminal 11 to acquire materials and documents stored in the institution web server 12 that include detailed information regarding the 401K type pension.

Further, when detailed information is required, the operator operates the operator terminal 11 to
When the file 17 is selected, the operator terminal 11
3 can access the ASP server 22 and acquire the material and the document including the information about the 401K type pension stored in the ASP server 22 as shown by the arrow in FIG. In this case, the ASP server 2
2 is included in the support center system 20 constructed corresponding to an insurance company that handles a 401K annuity.

When the operator determines that he / she cannot give a sufficient explanation to the customer by referring to the material, document, etc., he / she operates the operator terminal 11 to select the help file 18. . As a result, the support request is transmitted to the help desk server 23 via the meeting site 14 as indicated by the arrow in FIG. Then, the help desk server 23
Performs a process of allocating the expert terminal 21 according to the content of the support request received from the in-house system 10.

In this case, the support request transmitted from the meeting site 14 is allocated to the expert terminal 21 of the expert in charge of the 401K type pension. The expert terminal 21 has an address of the meeting site 14 accessed by an operator who needs assistance,
The help desk server 23 sends a password and the like for plugging in to the meeting site 14. This allows the expert to move the expert terminal 21 to the meeting site 14 as shown by the arrow in FIG.
Can be plugged in to support the operator while consulting in the same format as a net meeting. The expert is a person who has specialized knowledge about the 401K pension, and is, for example, a staff member of an insurance company that handles the 401K pension.

Here, on the screen 30 of the display device of the operator terminal 11, a moving image including a face of an expert is displayed on the moving image screen 31. The moving image of the expert is taken by the imaging device of the expert terminal 21. The voice output device of the operator terminal 11 outputs the voice of the expert input to the voice input device of the expert terminal 21. On the other hand, the moving image of the operator is captured by the image pickup device of the operator terminal 11 and displayed on the display device of the expert terminal 21, and the voice of the operator is input to the voice input device of the operator terminal 11 and the voice of the expert terminal 21. It is output from the output device.

Therefore, the operator can consult with a specialist or receive advice while interacting with each other like a video conference. In this case, the explanation screen 33 is displayed in synchronization with the display device of the operator terminal 11 and the display device of the expert terminal 21. That is, the display device of the operator terminal 11 and the expert terminal 21
The explanation screen 33 displayed on the display device is the same, and both can be scrolled or switched at the same time. Therefore, the operator and the expert can talk while sharing the explanation screen 33. If necessary, the customer can participate in the dialogue with the expert.

Further, when the expert judges that he / she cannot adequately cope with the problem, that is, when escalation is necessary, the expert terminal 21 specializes in the expert's specialization. The home terminal 21 is accessed to send a support request. As a result, an expert at a higher level than the original expert can move the expert terminal 21 to the meeting site 1 as shown by the arrow in FIG.
4 can be plugged in to support the operator while consulting in the same format as a net meeting.
In this case, the operator, the original expert and the advanced level expert can interact at the same time.

Thus, in this embodiment, the operator sets the operator terminal 11 to the meeting site 1
By plugging in 4, the necessary information about the product can be obtained as support for the business in the sales office. Further, the expert plugs the expert terminal 21 into the meeting site 14 so that the operator can receive assistance while interacting with the expert. Furthermore, even if escalation is required, a higher level expert may
Can be plugged into the meeting site 14 to assist the operator while consulting in the same format as a net meeting.

In this case, since the expert terminal 21 uses the browser program and is plugged in to the meeting site 14 via the Internet 25, the expert terminals 21 in the plurality of support center systems 20 perform the meeting. It can be plugged into the site 14. Therefore, the operator can receive support from each expert according to the type of product. In addition, from the expert terminal 21 to a plurality of institutional systems 1
Professionals can assist operators at multiple institutions because they can be plugged into the meeting site 14 at 0. Therefore, the operator can easily acquire knowledge, information, and the like about products and the like belonging to a wide range of fields, and can also obtain advice and the like while interacting with experts in a wide range of fields as necessary. .

Next, a second embodiment of the present invention will be described. It should be noted that description of the same components and the same operations as those of the first embodiment will be omitted.

FIG. 5 is a diagram showing the operation of the support system according to the second embodiment of the present invention.

In the present embodiment, a case will be described in which the corresponding event is plugged in to the meeting site 14, which is a training on products. It is assumed that the product is a 401K pension. In this case, 401
An operator who needs to receive training on the K-type pension plugs the operator terminal 11 into the meeting site 14 as indicated by an arrow in FIG. Since the operator terminal 11 is used for business, it is assumed that the training will be received outside business hours. Then, the other operators also plug their respective operator terminals 11 into the meeting site 14 as indicated by the arrows in FIG. The operators may belong to the same business office, or may belong to different business shops.

On the other hand, the expert in the support center system 20 constructed corresponding to the insurance company that handles the 401K type pension, plugs the expert terminal 21 into the meeting site 14 as shown by the arrow in FIG. . The expert is a person who has specialized knowledge about the 401K pension, and is, for example, a staff member of an insurance company that handles the 401K pension. Then, the expert, as a training instructor, can conduct training for a plurality of operators while interacting with each other in the same format as in a net meeting.

Here, on the screen 30 of the display device of the operator terminal 11, a moving image including the face of the expert is displayed on the moving image screen 31. The moving image of the expert is taken by the imaging device of the expert terminal 21. The voice output device of the operator terminal 11 outputs the voice of the expert input to the voice input device of the expert terminal 21. On the other hand, the moving image of each operator is captured by the image pickup device of the operator terminal 11 and displayed on the display device of the expert terminal 21, and the voice of the operator is input to the voice input device of the operator terminal 11 to obtain the expert terminal. It is output from 21 audio output devices.

Therefore, the operator can consult with a specialist or receive advice while interacting with each other like a video conference. Also, explanation screen 3
3 is a display device of the operator terminal 11 and an expert terminal 2
Since the information is displayed in synchronization with the first display device, the operator and the expert can talk while sharing the explanation screen 33. It should be noted that the operator can ask and answer questions to experts, and the operators can consult and discuss with each other.

Further, in the present embodiment, teaching materials such as texts, question collections, and materials used for training can be stored in the operator's regime file 15 at the meeting site 14. As a result, the operator can perform self-study by referring to the teaching material stored in the operator's regime file 15 by plugging the operator terminal 11 into the meeting site 14 even during the hours other than the training. You can Further, the teaching material can be easily provided to the operator. Further, it obtains materials, documents, etc. containing detailed information on the 401K type pension stored in the institutional web server 12, and obtains materials, documents, etc. containing information on the 401K type pension stored on the ASP server 22. You can also acquire it or use the materials other than the teaching materials for self-study.

As described above, in the present embodiment, the operator terminal 11 is plugged into the meeting site 14 so that a plurality of operators can receive training by experts at the same time to learn about a product. In this case, the operator can receive training while interacting with an expert.

Further, even during a time period other than the training, the operator can use the teaching material stored in the operator's regime file 15 or the like for self-study. In this case, the learning material can be easily provided. And 401K stored in the institution web server 12
By acquiring materials, documents, etc. that contain detailed information on type annuities, and by acquiring materials, documents, etc., containing information on 401K type annuities stored in the ASP server 22,
You can also study by yourself.

Furthermore, since the operator can operate the same operator terminal 11 as the one used for business and learn using the same materials, documents, etc. as those used for business, the learning efficiency is improved. Further, the learned contents can be easily applied to the work.

The present invention is not limited to the above-mentioned embodiments, but can be variously modified within the scope of the present invention, and they are not excluded from the scope of the present invention.

[0065]

As described in detail above, according to the present invention, by plugging the operator terminal into the support system, it is possible to acquire knowledge, information and the like regarding products and the like belonging to a wide range of fields. If necessary, advice and the like can be obtained from experts, and education regarding the products and the like can be received.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration of a support system according to a first embodiment of the present invention.

FIG. 2 is a diagram showing a configuration of a meeting site according to the first embodiment of the present invention.

FIG. 3 is a diagram showing an operation of the support system in the first exemplary embodiment of the present invention.

FIG. 4 is a diagram showing an example of a screen of a display device of an operator terminal according to the first embodiment of the present invention.

FIG. 5 is a diagram showing an operation of a support system according to a second embodiment of the present invention.

[Explanation of symbols]

10 In-house system 11 Operator terminal Web server for 12 institutions 13 Support server 14 meeting site 20 Support Center System 21 expert terminal 22 ASP server 23 Help desk server 25 Internet

─────────────────────────────────────────────────── ─── Continuation of front page (51) Int.Cl. ⁷ Identification code FI theme code (reference) G06F 17/60 502 G06F 17/60 502 H04M 3/42 H04M 3/42 Z F term (reference) 5B085 AA08 BC02 BG02 BG07 5K015 AB01 AB02 AF05 5K024 AA71 AA76 CC10 DD01

Claims (7)

[Claims] 1. An in-house system comprising: (a) a support server in which a meeting site has been opened; and an operator terminal that can be plugged into the meeting site.
(B) A support system comprising a professional terminal that can be plugged into the meeting site, and a support center system connected to the in-house system via the Internet. 2. The support system according to claim 1, wherein the in-house system has an institution web server that stores information about the institution. 3. The ASP, wherein the support center system stores information on matters supported by the support center system.
The support system according to claim 1, further comprising a server. 4. The support system according to claim 1, wherein the support center system includes a help desk server that allocates a support request to a corresponding expert. 5. The support system according to claim 1, wherein the meeting site is opened corresponding to an event. 6. The support system according to claim 5, wherein the event is a product of the institution. 7. The support system according to claim 5, wherein the event is operator training.