JP2004221902A - Information providing system and information providing method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information providing system and an information providing method capable of receiving Web services provided to a user by a simple operation even when a telephone line is congested. <P>SOLUTION: In a Web service supporting system 10, a terminal device 12 transmits a prepared short mail to a communication center device 14, a short mail processing part 34 extracts the information of the terminal device 12 from the received message and a URL retrieving part retrieves the short mail on the basis of the extracted information and returns the short mail including the obtained URL information to the terminal device 12. The terminal device 12 selects URL information obtained in accordance with the display of the short mail, accesses a Web server device 16 to be communicated through the Internet and acquires information requested by a user. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to an information providing system and an information providing method thereof, and the present invention relates to an information providing system for providing information to a terminal device having, for example, a telephone having a Web access function and a mail function. The present invention relates to a providing method for providing, for example, Web information or the like that meets a user's request to a user in an information providing system.
[0002]
[Prior art]
A general company accepts a telephone call to a user and also provides a Web service using a telephone having an Internet access function. In the telephone response by voice, that is, voice access, for example, communication is performed with a mobile phone of a user via a carrier (for example, a mobile phone company operating a mobile phone system) and a public network via a public network. In the case of a Web service, a Web access from a mobile phone can be performed by inputting a URL (Uniform Resource Locator), accessing the Web server via an Internet Web access path, and referring to data on a homepage desired by the user. it can
The voice access and the Web access are thus performed via independent paths. When a user wants to access a company's Web service by voice access using a telephone with a Web function, the Web service is performed by access completely independent of voice access. At this time, the user inputs desired company URL information to the telephone with the Web function. The URL (information) is usually represented by several tens of alphanumeric characters and symbols. The input of the URL information, for example, a terminal device having an insufficient input function, particularly an input using a mobile phone, places a heavy burden on the user. This burden is a hindrance to utilization in Web services.
[0003]
A proposal for improving such an obstruction factor has been proposed in JP-A-2001-320504. According to the proposed system and method, the mobile phone is still accepted for calls with voice access. The center device on the telephone reception (company) side confirms the mobile phone number of the user and determines the carrier, generates an e-mail address for the user, creates an e-mail including URL information for this address, and Sending to phone.
[0004]
[Patent Document 1]
JP 2001-320504 A.
[0005]
[Problems to be solved by the invention]
However, if the telephone line on the telephone reception side is congested and busy according to the above proposal, the center device cannot obtain the telephone number of the user. Therefore, the center device cannot send a mail including the URL information to the mobile phone, and the Web service to the user is not performed.
[0006]
Before providing the Web service to the user, the center device may not have information such as a user request or may be limited to a small amount of information such as numeric information obtained by tone input during a telephone call. On the basis of such a small amount of information, the center device cannot select a URL (information) indicating a high-accuracy homepage suitable for the user's request. The mobile phone performs Web access so as to receive a service using the URL (information) supplied from the center device. As a result, the user may not be able to obtain a variety of services that satisfy the demand.
[0007]
An object of the present invention is to provide an information providing system and an information providing method capable of receiving a Web service provided by a simple operation even when a telephone line is congested, while solving such a drawback of the conventional technology. With the goal.
[0008]
[Means for Solving the Problems]
SUMMARY OF THE INVENTION In order to solve the above-described problems, the present invention is directed to a terminal device that communicates with both the Internet and a public line network, and a communication partner of the terminal device and the terminal device in communication via the public line network. A communication center device; a server device for communicating with the terminal device via the Internet; the terminal device has a short mail processing function having a function of transmitting and receiving a message with a predetermined number of characters and a function of creating a message; Is a line control unit for switching and controlling connection of a communication line with a terminal device, a short mail processing unit having a short mail function, and a resource on the Internet based on information obtained by communication with the terminal device. (URL) for searching URL (Uniform Resource Locator) information that uniquely specifies a URL The short mail processing means extracts the information of the terminal device from the message, supplies the information to the URL search means, and includes the URL information of the search result for the information supplied from the URL search means in the message. It is characterized by sending a reply to the device.
[0009]
The information providing system according to the present invention transmits the short mail created by the terminal device to the communication center device, extracts the information of the terminal device from the received message by the short mail processing means, and based on the information extracted by the URL search means. Then, a short mail including the obtained URL information is returned to the transmission source terminal device. The terminal device selects URL information obtained according to the display of the short mail, accesses a server device that performs communication via the Internet, and acquires information desired by the user. The user who operates the terminal device can shift the access to the server device specified by the communication center device by performing a simple operation.
[0010]
Further, in order to solve the above-described problem, the present invention provides a method for communicating between a terminal device that communicates with both the Internet and a public line network and a communication center device that is a communication partner via the public line network. A first step of receiving, from the communication center device, first information on a destination of further detailed information; and providing a communication between the terminal device and the communication center device when the communication center device is busy. A second step of notifying a busy message including first information in a busy message for notifying a busy message, and sending a message with a predetermined number of characters from the terminal device to the first information as a communication destination by using either short mail or mail. And a URL (Uni) for uniquely specifying a resource on the Internet based on information obtained by communication with the terminal device, which is created on one side and transmitted to the communication partner. orm Resource Locator information, a fifth step of returning the short mail including the URL information from the communication center apparatus to the terminal apparatus of the transmission source, and URL information supplied to the terminal apparatus. And accessing the server device containing the URL information via the Internet.
[0011]
The information providing method in the information providing system according to the present invention transmits the short mail created by the terminal device as the communication destination with the first information received from the communication center device, and searches for appropriate URL information according to the transmission. By sending a short mail of the message including the search result to the terminal device of the transmission source, displaying the URL information supplied by the terminal device, and selecting the URL information, the server device corresponding to the URL information is displayed. To access the Internet. This series of procedures eliminates the need for telephone reception with the communication center device. Thus, the user can receive information even when the line is congested.
[0012]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, an embodiment of an information providing system according to the present invention will be described in detail with reference to the accompanying drawings.
[0013]
In this embodiment, the information providing system of the present invention is applied to a Web service support system 10. Illustrations and descriptions of parts not directly related to the present invention are omitted. In the following description, signals are indicated by the reference numbers of the connecting lines in which they appear.
[0014]
The Web service support system 10 includes a terminal device 12, a call center device 14, and a Web server device 16. The terminal device 12 is generally connected to a carrier 18 which is a communication facility. The terminal device 12 includes a mobile phone 20, a fixed telephone 22, a personal computer 24, and the like. Each device has an Internet connection, browsing (browsing), and an e-mail function including short mail described later. The personal computer 24 has, for example, an IP (Internet Protocol) telephone function and a short mail function. In the terminal device 12, one of the above-described devices and devices is connected to the carrier 18.
[0015]
The carrier 18 is connected to the call center device 14 via a telephone line network (or a public line network) 26. Further, the carrier 18 has a gateway device 28. The gateway device 28 in FIG. 1 is merely described separately from the carrier 18 for convenience of drawing. The gateway device 28 is connected to the Internet 30. Further, the Web server device 16 is also connected to the Internet 30.
[0016]
The call center device 14 has a call receiving unit 32 and a short mail processing unit 34. Although not illustrated in FIG. 1, the call center device 14 actually includes a URL search unit 36. The call center device 14 will be described with reference to FIG. The call receiving unit 32 has a function of making a line connection with an operator (not shown) via the terminal device 12 via one of the subscriber telephone network 26 and the Internet 30, and making a dial call. The call receiving section 32 includes a line control section 38 and an operator interface section 40. The line control unit 38 is an exchange having a digital PBX (Private Branch Exchange: Private Branch Exchange) function for connecting a connected communication line to each operator arranged on the premises. Although not shown, the line controller 38 has an interface function of converting a signal from an external line into a standard so that the digital PBX function can be exhibited.
[0017]
The operator interface unit 40 adjusts a signal to a standard of a terminal device (not shown) used by each operator on the terminal side of the call center device 14 or adjusts a signal from this terminal device to a signal that the line control unit 38 can handle. Interface function.
[0018]
The short mail processing unit 34 processes short mails of up to 50 characters, for example, using kana alphanumeric characters and symbols. Short mail is a simple text message service by a digital mobile phone provided by carriers such as NTT DoCoMo, J-Phone, and Au. The short mail processing unit 34 includes a short mail reception control unit 42, a mail creation unit 44, and a short mail transmission control unit 46. The short mail arrival control unit 42 has a function of receiving short mail and extracting information indicating a transmission source. The mail creation unit 44 has a function of receiving URL information from the URL search unit 36 and automatically creating a mail sentence including the URL information. Note that the URL information included in the mail text may use not only information provided from the URL search unit 36 but also a predetermined character string. The short mail transmission control unit 46 has a function of transmitting a short mail created based on the extracted information to a transmission source.
[0019]
The URL search unit 36 has a URL management database 48 and a URL search control unit 50. The URL management database 48 is a database that stores URL information used on the Internet. The URL search control unit 50 has a function of searching the URL management database 48 with the supplied search code, and outputting the search result. In the present embodiment, the URL information of the search result is supplied to the short mail creation unit 44.
[0020]
The Web server device 16 is a server device connected to the Internet 30. The Web server device 16 stores some homepage information.
[0021]
Note that the call center device 14 is not limited to the short mail processing unit 34, and may include a mail processing unit that supports a simple text message service based on the specifications of a group of another company.
[0022]
Next, the operation of the Web service support system 10 will be described with reference to the sequential chart of FIG. Here, the terminal device 12 will be described using a mobile phone 20. The mobile phone 20 makes a call connection to the reception of the call center device 14 at time T10. At this time, if the line of the call center device 14 is free, after time T12, the call center device 14 controls the call-connected line and connects to the operator's terminal device via the operator interface unit 40. By securing this connection, a call between the user and the operator of the mobile phone 20 is made. This voice call continues until time T14, and the connection is terminated. During the call period, it is preferable that the operator connects to the Web server device 16 and recommends detailed information confirmation. Further, it is desirable that the call center device 14 transmits an automatic message to the other party of the call during the call. The content of the message recommends migration to the Web server device 16. As a result, it is possible to increase the Web usage rate.
[0023]
When the line of the call center device 14 is busy and not vacant, the call center device 14 returns a busy signal to the mobile phone 20 at time T16. The busy signal indicates to the user who requests information provision by Web, a telephone number of the information provision destination or another designated telephone number, and a message prompting the notified telephone number to transmit a short mail. It is included. The mobile phone 20 receives the busy message at time T18, and the user transmits a short mail from the mobile phone 20 to the call center device 14 at time T20. This short mail is transmitted not only during a call but also when the user desires further information provision after the call.
[0024]
In such a case, the communication of the mobile phone 20 may be temporarily stopped. After this disconnection processing, the user calls the transmission history function of the mobile phone 20. The user selects the called telephone number as a destination of the short mail and performs an operation of transmitting the short mail. At this time, since the user does not need to input the telephone number to which the short mail is transmitted, the operation of the user can be reduced.
[0025]
The call center device 14 receives the short mail at the short mail processing unit 34 at time T22. The short mail processing unit 34 extracts information indicating the transmission source of the short mail using the short mail reception control unit 42. The short mail reception control unit 42 operates the mail creation unit 44 upon receiving the short mail. The mail creation unit 44 creates a mail sentence including URL information useful for the user. As the URL information, a predetermined character string or information provided from the URL search unit 36 may be used. The extracted information of the transmission source and the created mail text are sent to the short mail transmission control unit 46. The short mail transmission control unit 46 generates a short mail from the transmitted information, and returns the short mail to the mobile phone 20 of the transmission source at time T24.
[0026]
The mobile phone 20 displays the short mail returned at time T26 on the display screen. The user confirms the displayed short mail, and selects a URL information part included in the text of the short mail at time T28. With this selection, the mobile phone 20 connects to the Web server device 16 including the above-described URL information via the Internet 30 (Web access). After the time T30, the Web server device 16 transmits the data of the homepage held by the mobile phone 20 to the mobile phone 20 via the Internet 30 in response to an instruction from the mobile phone 20. The mobile phone 20 displays the data of the homepage sent from the Web server device 16 on the display screen by the browsing function, and confirms the information (information acquisition).
[0027]
In addition, the operation of the Web service support system 10 is not limited to the method of acquiring information using the short mail function, but can also acquire information by using ordinary e-mail. However, in the case of electronic mail, the user inputs a mail address using a combination of alphanumeric characters and symbols. On the other hand, as described in the present embodiment, in the case of a short mail, the user of the mobile phone 20 only needs to perform the operation of inputting numbers, so that the burden associated with the operation can be reduced.
[0028]
Therefore, even if the communication line of the call center device 14 is congested and a voice call is busy, the user can send a short mail from a simple operation of the terminal device 12 and use the short mail returned from the call center device 14. To connect to the Web server device 16 provided by the company to receive Web services. As a result, utilization of the Web service can be promoted. In addition, when the number of cases in which the requirements are completed only by the Web service increases, the call center device 14 reduces the frequency of the response by voice communication, thereby reducing the number of telephone response man-hours on the company side and reducing the burden on the operator. Can be.
[0029]
Some modifications will be described below based on the system configuration described above. In the first modification, the mobile phone 20 has a tone generator (not shown). The tone generator has a function of encoding the stored mail address of the own device into a tone code based on a pitch or a pulse and inserting it into an audio signal. This function may be performed by software in the mobile phone 20, or the tone generating unit may be realized as hardware used outside the mobile phone 20.
[0030]
As shown in FIG. 4, the call center device 14 includes a line control unit 38 and an operator interface unit 40 in the call receiving unit 32 as in the previous embodiment, and a decoder 52 is provided in this configuration. The decoder 52 decodes a tone signal in the voice supplied from the mobile phone 20. The decoding here is to analyze the mail address included in the audio signal. The call receiving unit 32 supplies the analyzed mail address 54 to the short mail processing unit 34. The short mail processing unit 34 is newly provided with an address reception interface unit 56, and has a mail creation unit 44 and a short mail transmission control unit 46 as in the previous embodiment. The address reception interface unit 56 temporarily stores the supplied mail address 54 as the same address as the address obtained by the short mail reception control unit 42 and sends the same to the short mail transmission control unit 46 via the mail creation unit 44. Except for these points, it is the same as the previous embodiment.
[0031]
As shown in FIG. 5, the operation in this configuration is such that, after the call connection, at time T32 when the mobile phone 20 and the call center device 14 are in a talking state, the user activates the tone generating unit without hanging up the telephone, and Call the function that was set. The mobile phone 20 inserts the tone code at time T34 and transmits it to the call center device 14. The call center device 14 analyzes the tone code from the signal received by the call receiving unit 32 at the time T36 and received by the decoder 52, and extracts a mail address (tone decoding). The call receiving section 32 supplies the mail address 54 to the address receiving interface section 56. The short mail processing unit 34 sends the mail address supplied from the address reception interface unit 56 and the mail text created by the mail creation unit 44 to the short mail transmission control unit 46 to generate a short mail. The short mail transmission control unit 46 returns the short mail to the transmission source mobile phone 20 at time T24. The procedure after time T24 is the same as the procedure of the previous embodiment.
[0032]
Thus, the user operation can be further reduced since it is only necessary to generate a tone as compared with the operation of disconnecting the telephone once and sending the mail. In this case, since the system can be used with the exact same operation even with a complicated e-mail address that is not a short mail address using numbers, the Web service support system 10 according to the first modification has a high degree of freedom for the user. Can be enhanced.
[0033]
Next, a second modification of the Web service support system 10 will be described. The Web service support system 10 has the same basic system configuration as described in the first embodiment. The mobile phone 20, which is an example of the terminal device 12 in the present embodiment, has a tone analysis unit 58 as shown in FIG. The tone analysis unit 58 has the same function as the decoder 52 described in the first modification, and can be implemented as software executed inside the mobile phone or as hardware connected to the mobile phone 20.
[0034]
The call center device 14 includes a call receiving unit 32 and a URL search unit 36. The call receiving section 32 includes a tone transmitting section 60 in addition to the line control section 38 and the operator interface section 40 as shown in FIG. The tone transmitting section 60 converts the URL information into an encoded tone signal and outputs the signal to the operator interface section 40. In the second modification, the arrangement of the characteristic components in the first modification is opposite between the terminal device 12 and the call center device 14. Further, the second modification is a system configuration that can simplify the configuration of the call center device 14 most.
[0035]
The operation of the second modification will be described. As shown in FIG. 8, after the call connection, a voice call between the user and the operator is performed between the mobile phone 20 and the call center device 14. After the response by the telephone (time T38), the operator transmits the tone signal 62 generated by the tone transmitting unit 60 to the mobile phone 20 without interrupting the telephone for a predetermined period.
[0036]
When there is a request to refer to the information held by the Web server device 16, the user calls the tone analysis function of the mobile phone 20 during a predetermined period. The mobile phone 20 analyzes the tone signal received at this time, extracts the URL information, and displays it on the display screen. As in the procedure after time T28, the user selects the URL information displayed on the display screen of the mobile phone 20 and causes the mobile phone 20 to perform Web access.
[0037]
Thereby, the call center device 14 can further simplify the operation of the user-side terminal device 12 as compared with the first modified example, while making the short mail processing unit 34 unnecessary. Further, since the user does not need to send the telephone number or mail address of the mobile phone to the call center device 14, the user can transfer to the Web server device 16 and acquire the information without giving the user information to the company. it can.
[0038]
Next, a third modification of the Web service support system 10 will be described. The system configuration is the same as in the first embodiment, as shown in FIG. A user ID (Identification) number and a password (PW: Pass-Word) are assigned and provided to the mobile phone 20 in advance as information for confirming the user to the user from the company. Passwords are not always required information.
[0039]
The call center device 14 of FIG. 10 is different from the call center device of FIG. 2 in that an information analysis unit 62 is provided between the short mail reception control unit 42 and the mail creation unit 44. The information analysis unit 62 has a function of extracting the user ID / password supplied from the mobile phone 20 and outputting the user ID / password to the Web server device 16.
[0040]
Returning to FIG. 9, the Web server device 16 includes a user data management unit 64 and an HP (Home Page) personalization unit 66. The user data management unit 64 has a function of managing a user ID / password assigned to a user in the company. The HP personalizing unit 66 has a function of dynamically changing page contents according to the interests and attributes of each user. In the third modification, the user ID / password obtained by the call center device 14 is sent to the user management unit 64 of the Web server device 16 to specify the user, and a page corresponding to the user specified by the user management unit 64 is stored. The URL information and the information on the destination of the short mail of the user are supplied to the call center device 14. The short mail processing unit 34 creates a mail message including the supplied URL information and sends it to the short mail transmission control unit 46. The short mail transmission control unit 46 generates and transmits a short mail including URL information to the corresponding user.
[0041]
Next, the operation of the third modification will be described. The communication performed between the mobile phone 20 and the call center device 14 shown in FIG. 11 is performed in a procedure from time T10 to time T40, and these procedures are different from those in the case of the above-described call or busy shown in FIG. Same procedure. The following operation will be described. At time T40, the user inputs a user ID / password assigned in advance by the company of the other party to the mobile phone 20 when transmitting the short mail using the mobile phone 20. Further, the user may read out the user ID / password stored in the mobile phone 20. The user creates a mail message including the user ID / password using the mobile phone 20 and transmits a short mail to the call center device 14 at time T20.
[0042]
In the call center device 14, the short mail is received by the short mail arrival control unit 42 at time T22, and the text of the mail is sent to the information analysis unit 62. The information analysis unit 62 extracts the user ID / password from the mail text. The call center device 14 sends the analysis information (user ID / password) to the Web server device 16 at time T42.
[0043]
The Web server device 16 receives the analysis information at time T44, and confirms the user with the user data management unit 64. The user data management unit 64 acquires URL information indicating the position of the page individually created by the HP personalization unit 66 based on the confirmation. The user data management unit 64 sends the obtained URL information to the call center device 14. At this time, the user data management unit 64 may send out the short mail address of the corresponding managed user. The source address may be obtained from the URL search unit 36 as in the case of the first embodiment.
[0044]
In the call center device 14, the short mail processing unit 34 receives the URL information supplied from the Web server device 16 at time T48. The short mail processing unit 34 generates a short mail from the supplied information and returns the short mail to the mobile phone 20. The subsequent steps are the same as those in FIG.
[0045]
The user data management unit 64 not only extracts the user information corresponding to the user ID, but also determines whether the password matches the user, and sends the URL information to the call center device 14 when the password matches. Is preferable for security.
[0046]
Further, the user data management unit 64 may select the most appropriate URL information or generate a new page using the function of the HP personalization unit 66. As a result, the Web service support system 10 can provide the user with a place where optimal Web information can be obtained.
[0047]
Therefore, the user can quickly receive an accurate access service to the location of the Web information that the user wants to know, and can improve the service content. Next, a fourth modification of the Web service support system 10 will be described. The fourth modification is characterized in that the configuration of the Web server device 16 is different from that of the third modification. As shown in FIG. 12, the Web server device 16 includes an HP search unit 68 and an HP selection unit 70. The HP search unit 68 performs at least a URL conversion function using a conversion table in which a keyword and URL information supplied from the call center apparatus 14 are paired, and performs a normal search in a document by using a keyword to obtain URL information that conforms to the corporate HP. Has one of the search engine functions for searching for. Here, the keyword is a product name or the like expected in advance. The HP search unit 68 shows some search results for the keyword together with the corresponding possibility (ratio). The Web server device 16 associates the keyword with the URL information in this manner.
[0048]
The HP selection unit 70 has a function of selecting a search result that meets a preset selection condition from among the search results, for example. The selection condition may be one condition, for example, when the search result is most likely to be the search result described above, or the selection may be performed in accordance with some other conditions.
[0049]
As can be inferred from such a configuration, the operation of the Web service support system 10 is similar to that of the third modified example, although the information handled is different. A description will be given with reference to FIG. 13 focusing on a procedure different from that of the third modification. The input information at time T40 shown in FIG. 13 is a keyword related to a desired service. At time T20, the mobile phone 20 sends the call to the call center device 14 in the short mail. The call center device 14 receives the short mail at time T22, analyzes the keyword, and sends the analysis result to the Web server device 16 at time T42. The Web server device 16 receives the keyword supplied at time T44, and performs a search / selection for the keyword. As a result of the selection at time T46, the Web server device 16 returns the URL information to the call center device 14. Subsequent procedures are the same as in the first embodiment. Even with such an operation, the service content to the user can be improved.
[0050]
Next, in a fifth modification, the Web server device 16 includes a conversion table 72 and an HP selection unit 70 as shown in FIG. The conversion table 72 has the same function as the URL conversion function of the HP search unit 68 in the fourth modification. The conversion table 72 of the present embodiment stores a code number, for example, an alphanumeric character indicating a model number and URL information of an in-house HP corresponding to a product number, a service, and the like of a company in a pair. It has a function of outputting the corresponding URL information.
[0051]
The operation in the fifth modified example is performed in the above-described steps, except that the key code input in the fourth modified example is a code number, as shown in FIG. The user inputs a simple code number of the desired service into the mobile phone 20 at time T40, and transmits the service to the call center device 14 as a short mail at time T20. The call center device 14 sends the code number extracted at the time T42 to the Web server device 16. The Web server device 16 selects URL information that matches the selection condition from the page corresponding to the code number between the time T44 and the time T46, and returns the URL information to the call center device 14 at the time T46. The call center device 14 returns a short mail including the URL information supplied at time T24 to the mobile phone 20. Thereby, the user is guided to a place (URL information) where the desired service can be obtained at time T26. In order to improve the service content, it is excellent in that the user's input load can be reduced.
[0052]
Next, a sixth modification of the Web service support system 10 will be described. In the system configuration of this embodiment, the call center device 14 has a guidance control unit 74 in addition to the basic components of the call receiving unit 32 and the short mail processing unit 34 as shown in FIG. There are features. Further, the Web server device 16 is connected to the call center device 14, and sends information 76 indicating whether or not the user has a task to the call center device 14.
[0053]
As shown in FIG. 17, the guidance control unit 74 in the call center device 14 includes a guidance input unit 78, a customer data management unit 80, a guidance generation unit 82, and a guidance display unit 84. The guidance input unit 78 has a function of inputting an operator's voice signal and converting the signal into a digital signal, and inputting operation information output from a peripheral device such as a keyboard and a mouse by the operator to the call center device 14. The customer data management unit 80 has customer data associating products and users as a database, and accesses and reads the customer data according to operation information input by the operator, and records the user's request in the database. It has the function of managing
[0054]
The guidance generation unit 82 has a function of generating guidance data for instructing a response based on information from the Web server device 16, customer data of the customer data management unit 80, and the like. The guidance display unit 84 is a monitor that displays the generated guidance data so that the operator can visually recognize the guidance data.
[0055]
The operation of this embodiment will be described with reference to the sequential chart of FIG. The Web service support system 10 of this embodiment is not busy, a call connection is established at time T10, a short mail is transmitted from the mobile phone 20 to the call center device 14 at time T20, and the call center device 14 is transmitted at time T24. Shows a procedure in which a short mail is returned to the mobile phone 20 from the server. Further, the mobile phone 20 clicks the URL information supplied at the time T28 to access the Web server device 16 to make a Web connection. By this connection, the mobile phone 20 sees or downloads information on a homepage provided in the Web server device 16 at time T48, and acquires desired information by downloading. The mobile phone 20 is supplied with a message asking whether or not the business is completed from the Web server device 16. The mobile phone 20 displays the supplied message on the screen and requests the user to make a determination.
[0056]
The mobile phone 20 branches the process according to the determination by the user. If it is determined that the user has completed the task with the acquired information, the connection is disconnected. If the user determines that the task has not been completed at this stage, the user sends data as the task continuation information indicating the determination result from the mobile phone 20 to the Web server device 16 at time T50. .
[0057]
The Web server device 16 receives the data and sends display information to the mobile phone 20 at time T52. The display information is information on a menu screen on which the user inputs information. The menu screen includes at least a screen configuration on which a user name and information on a task can be input. The user sends the input information from the mobile phone 20 to the Web server device 16 at time T54. Web server device 16 receives the input information from mobile phone 20 at time T56. Web server device 16 transmits the input information received at time T58 to guidance generation unit 82 as guidance preparation notification. The guidance generation unit 82 generates guidance data with reference to the input information and the customer data supplied at time T60.
[0058]
On the other hand, the user temporarily turns off the mobile phone 20 at time T62. Thereafter, at time T64, the user makes a call connection of the mobile phone 20 to the call center device 14 again. The call center device 14 receives a telephone call from the user at time T66 and confirms the user name. By this confirmation, the call center device 14 also selects an appropriate operator in consideration of the contents of the guidance data at this time.
[0059]
The operator who has accepted the call inputs the user name from the guidance input unit 78 at time T68. Then, the operator reads the generated guidance data from the guidance generation unit 82 and displays the guidance data on the guidance display unit 84. When changing the operator to the selected operator, the call center device 14 transfers the displayed guidance data to the guidance display unit 84 of the selected operator. The selected operator can answer the telephone while viewing the information on the guidance display section 84. With this function, appropriate information can be provided without waiting for the user.
[0060]
As described above, for a user who has not completed the task, information on the user's task is acquired via the Web, an appropriate operator is selected from the acquired information, and appropriate guidance data for the operator is prepared. By responding to the telephone call of the user, it is possible to shorten the time required to listen to the business from the user and improve the service to the user.
[0061]
Next, a seventh modification of the Web service support system 10 will be described. The Web service support system 10 is basically the same as the configuration of the sixth modification. The difference of the configuration lies in the Web server device 16. As shown in FIG. 19, the Web server device 16 has a numbering unit 86. The number assigning unit 86 has a function of assigning a unique number to a user accessing the Web server device 16 via the Internet 30.
[0062]
The operation of the Web service support system 10 in the seventh modification is almost the same as the procedure in the sixth modification. As shown in FIG. 20, the Web server device 16 receives input information from the mobile phone 20 at time T56. Thereafter, at time T70, the Web server device 16 assigns the unique reception number 88 automatically generated by the numbering unit 86 and presents it to the mobile phone 20 via the Internet 30. The mobile phone 20 displays the received reception number 88 on the screen (confirmation of the reception number). At time T58, the Web server device 16 supplies not only the input information from the mobile phone 20 but also the reception number 88 to the guidance generation unit 82 of the call center device 14. The guidance generation unit 82 generates guidance data including the reception number 88 at time T60.
[0063]
The operator who answers the telephone confirms the reception number 88 with the user at time T68 via the call center device 14. The operator inputs the reception number 88 via the guidance input unit 78 in response to this confirmation. The call center device 14 displays the guidance data generated in response to the input on the guidance display unit 84. The user obtains information so as to satisfy a desired task by telephone response with the operator.
[0064]
The user only needs to inform the operator of the reception number given at the time of the telephone response, so that the user can receive an appropriate service without disclosing personal information such as a name to the operator.
[0065]
Some Web service support systems 10 that are improved versions of the seventh modification described above will be described. The improvement is that the Web server device 16 has a communication status display processing unit 90 shown in FIG. The communication status display processing unit 90 includes a status correspondence display control unit 92, a selection determination unit 94, and a display data creation function unit 96, for example, as shown in FIG.
[0066]
The state corresponding display control unit 92 has a function of receiving state data 98 indicating each state of the supply source, and generating control data 100 for performing a display corresponding to the state data 98. The selection determining unit 94 has a function of determining whether or not a selection area of the screen on which the display data is displayed has been selected from the operation data 102 and outputting the determination data 104. The display data creation function unit 96 has a function of generating corresponding display data 106 based on the state data 98 and the determination data 104.
[0067]
It is desirable that the communication status display processing section 90 is processed by software.
[0068]
The communication state display processing unit 90 performs processing according to some variations. In the first case, for example, the status data 98 may indicate the degree of congestion of the telephone line to the Web server device 16 as the status. In this case, the communication state display processing section 90 receives the state data 98 supplied from the line control section 38 by the state correspondence display control section 92 and supplies the control data 100 to the display data creation function section 96 to display the state. Good. In some cases, the operation data 102 supplied in the second case may display a selection button for selecting whether or not to transmit the reception number 88 from the Web server device 16. In this case, the communication state display processing unit 90 generates the display data 106 by operating the operation data 102 from the mobile phone 20 by operating the selection determination unit 94 and the display data creation function unit 96. Thirdly, when both of the above are supported, the display data 106 is generated using all the components of the communication status display processing unit 90.
[0069]
The characteristic points of these operation procedures are sequential as shown in FIG. The Web server device 16 supplies the display data (not shown) to the mobile phone 20 to display the menu, and receives the status data 98 as function information from the line control unit 38 at this time, for example, at time T72. The status data 98 has information for displaying whether connection is possible, the number of users waiting for connection, the estimated connection waiting time, and the like. The status data 98 is updated by operating the confirmation button displayed on the web from the mobile phone 20, or is periodically updated and acquired by the operation of an applet on the web. By displaying on the Web corresponding to the acquired status data 98, the user can check the line status and talk with the operator of the call center device 14 at appropriate call timing.
[0070]
By this procedure, the user can confirm the degree of the telephone line connection, so that the stress due to the disconnection of the telephone and the trouble of re-calling can be reduced, and the load on the line due to the re-calling trial can be reduced.
[0071]
In the second case, a case where the reception number information shown in FIG. 20 is transmitted from the Web server device 16 to the mobile phone 20 is exemplified. At time T56, the Web server device 16 receives the input information from the mobile phone 20, and transmits the reception number 88 automatically assigned by the number assigning unit 86 to the mobile phone 20 at time T70.
[0072]
Although the operation of the present embodiment is not shown, after transmitting the reception number information by the communication status display processing unit 90, the Web server device 16 transmits the display data of the operation button for making a call from the Web server device 16 to the call center device 14. The data is sent to the mobile phone 20 and displayed on the display screen of the mobile phone 20. When the user clicks on the displayed operation button, the mobile phone 20 sends the operation data 102 to the Web server device 16 as function information. The Web server device 16 sends to the mobile phone 20 display data indicating that the operation button is selected from the operation data 102 and control data for starting the call connection of the mobile phone 20. The mobile phone 20 transmits the telephone number and the reception number 88 to the call center device 14 by the function of the mobile phone together with the switching of the operation buttons. The telephone number and the reception number are assigned in advance to attributes that are automatically transmitted in response to the above-described click operation on the mobile phone 20.
[0073]
By adding such an operation, the user and the operator can automatically confirm the reception number without being conscious of the reception number. Can be avoided.
[0074]
In the third case, by sequentially performing the procedures in the first and second cases described above, it is possible to avoid line congestion and automatically call the call center apparatus 14 and present the reception number. As a result, the line load and the operation load of the user and the operator can be reduced, and trouble caused by an incorrect reception number can be eliminated.
[0075]
Finally, a fourth improved example of the Web service support system 10 will be described with reference to FIGS. The Web service support system 10 has the same basic configuration as described above. The Web server device 16 generates display data of a callback button (not shown) as operation buttons by the communication status display processing unit 90 and supplies the data to the mobile phone 20 to display the data as a screen on the Web. Although not shown, the Web server device 16 includes a numbering unit 86.
[0076]
Further, the guidance control unit 74 in the call center device 14 has a callback buffer 108 provided in the guidance generation unit 82 as shown in FIG. The callback buffer 108 registers the reception number for which the callback was requested, among the reception numbers 88 supplied from the numbering unit 86.
[0077]
The operation shown in FIG. 25 is the same as the procedure shown in FIG. 23 from time T10 to time T70. At time T74, the Web server device 16 sends the callback button display data from the communication state display processing unit 90 to the mobile phone 20. The mobile phone 20 displays a callback button on the screen of the mobile phone 20. When requesting a callback, the user operates a callback button of the mobile phone 20, and the mobile phone 20 transmits operation data to the Web server device 16.
[0078]
When receiving operation data as function information from the mobile phone 20 at time T72, the Web server device 16 transmits display data corresponding to the operation, that is, callback button display data, to the mobile phone 20 from the communication status display processing unit 90. Then, at time T58, the Web server device 16 supplies a guidance preparation notification including a reception number 88 and data indicating that a callback has been requested to the guidance control unit 74 of the call center device 14.
[0079]
After displaying the state in which the callback button in the screen has been operated, the mobile phone 20 ends the processing of the mobile phone 20 at time T62. That is, the communication is cut off.
[0080]
The call center device 14 registers the data supplied from the Web server device 16 in the callback buffer 108 at time T60. The guidance generation unit 82 of the guidance control unit 74 generates guidance data from the data from the Web server device 16 and the customer data, and determines whether the user corresponding to the generated guidance data has requested a callback buffer. Confirm with the registered contents of 108.
[0081]
The call center device 14 makes a call to a telephone number registered in customer data in response to a callback request from the user (call connection). Thereafter, the operator communicates with the user and processes the business.
[0082]
As described above, the user accesses the web server device 16 via the web server 16 and operates the callback button displayed on the web from the mobile phone 20 to call the call center device 14 via the web server device 16. The back request and the reception number 88 are registered, and a callback can be received according to the registration order. By this processing, the user does not need to make a new call-back request from the mobile phone 20 to the call center apparatus 14, so that the user can save time and effort and does not need to pay the telephone charge accompanying the request notification. Then, the company can also reduce the number of man-hours for telephone response at the first reception.
[0083]
With the above configuration, even when the communication line of the call center device 14 is congested and a voice call is busy, the user can transmit a short mail from a simple operation of the terminal device 12 and return from the call center device 14 By using the short mail and connecting to the Web server device 16 provided by the company to receive the Web service, the utilization of the Web service can be promoted. If the number of completions increases with this promotion, the frequency of responses by voice communication is reduced, the number of telephone response steps on the company side is reduced, and the burden on the operator can be reduced.
[0084]
The outgoing call history function sends the destination phone number included in the short mail and sends it, and the short mail is returned using the phone number obtained by analyzing the short mail, thereby reducing the burden associated with user operations. be able to.
[0085]
Address information is fetched from the terminal device 12, encoded, included in a tone signal, and transmitted to the call center device 14. The call center device 14 analyzes the tone signal to obtain address information, and returns a short mail to the corresponding terminal device 12. Thus, this system can be used with a simple operation regardless of the complexity of the input information to be handled, and the degree of freedom of the user can be increased.
[0086]
A tone analysis unit 58 is provided in each of the terminal devices 12, the short mail processing unit 34 of the call center device 14 is eliminated, and a tone signal from the tone transmission unit 60 is analyzed from the call center device 14, so that user information can be transmitted to the company. Web access to the Web server device 16 is enabled without sending.
[0087]
The analysis information is sent from the terminal device 12 to the call center device 12, the analysis information is received and analyzed by the call center device 14, sent to the Web server device 16, and the Web server device 16 is provided with the user data management unit 64 and the HP personalization unit 66. As a result, the selection of the optimum URL information and the generation of the HP are performed, and this location can be accurately supplied to the user, so that the service content can be further improved. The analysis information includes a keyword, a code number, and the like.
[0088]
A guidance control unit 74 is provided in the call center device 14, supplies operation information obtained by the Web server device 16 to the call center device 14, generates appropriate guidance data, and responds to the user by telephone. The time can be reduced in a short time, and the service to the user can be improved.
[0089]
The web server device 16 is provided with a number assigning section 86 to provide a reception number to the terminal device 12 and to the call center device 14 to confirm the reception number at the time of telephone call, so that the user can take appropriate action without revealing personal information. Service is available.
[0090]
In addition, by providing the communication status display processing unit 90 in the Web server device 16, the system can have at least one of a process in consideration of the availability of the line and a process function linked to the button operation, and , And troubles caused by, for example, an incorrect reception number can be avoided. Furthermore, a callback buffer 108 can be provided in the guidance generation unit 82 to provide a callback function to the system, thereby saving the trouble of making a callback request and eliminating the need for a telephone charge accompanying the request notification. Then, the company can also reduce the number of man-hours for telephone response at the first reception.
[0091]
【The invention's effect】
As described above, according to the information providing system of the present invention, the terminal device transmits the short mail to the communication center device according to the first information, displays the short mail supplied from the communication center device, and displays the short mail on the display. By selecting the URL information obtained in response to the request and accessing the server device that performs communication via the Internet, the user operating the terminal device can access the server device specified by the communication center device by performing a simple operation. Can be migrated. Even if the telephone line is congested, it is possible to shift to a server device corresponding to the URL information, and use of this service can be promoted. With this service, the frequency of telephone calls is reduced, and the number of steps required for telephone calls can be reduced.
[0092]
Further, according to the information providing method in the information providing system of the present invention, the terminal device transmits a short mail created with the first information received from the communication center device as a communication partner, and an appropriate URL is transmitted in response to the transmission. Information is searched, a short mail of a message including the search result is returned to the terminal device of the transmission source, the URL information supplied by the terminal device is displayed, and the URL is easily operated by selecting the URL information. The server device corresponding to the information can be accessed via the Internet. This series of procedures eliminates the need for telephone response with the communication center device. Thus, the user can receive information even when the line is congested. Further, since the frequency of telephone calls is reduced, man-hours required for telephone calls can be reduced.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a schematic configuration of a Web service support system to which a Web information providing system according to the present invention is applied.
FIG. 2 is a block diagram showing a schematic configuration of a call center device in FIG.
FIG. 3 is a sequential chart of the Web service support system in FIG. 1;
FIG. 4 is a block diagram showing a schematic configuration of a call center device representing a first modification of the Web service support system of FIG. 1;
FIG. 5 is a sequential chart in the Web service support system of FIG. 4;
FIG. 6 is a block diagram showing a schematic configuration of a second modification of the Web service support system of FIG. 1;
FIG. 7 is a block diagram showing a schematic configuration of a call center device in FIG. 6;
8 is a sequential chart in the web service support system of FIG.
FIG. 9 is a block diagram showing a schematic configuration of a third modification of the Web service support system of FIG. 1;
FIG. 10 is a block diagram showing a schematic configuration of a call center device in FIG. 9;
11 is a sequential chart in the web service support system of FIG. 9;
FIG. 12 is a block diagram illustrating a schematic configuration of a fourth modification of the Web service support system of FIG. 1;
13 is a sequential chart in the web service support system of FIG.
FIG. 14 is a block diagram illustrating a schematic configuration of a fifth modification of the Web service support system of FIG. 1;
FIG. 15 is a sequential chart in the web service support system of FIG. 14;
FIG. 16 is a block diagram showing a schematic configuration of a sixth modification of the Web service support system of FIG. 1;
FIG. 17 is a block diagram showing a schematic configuration of the call center device in FIG.
18 is a sequential chart in the Web service support system of FIG.
FIG. 19 is a block diagram illustrating a schematic configuration of a seventh modification of the Web service support system of FIG. 1;
FIG. 20 is a sequential chart in the web service support system of FIG. 19;
FIG. 21 is a block diagram showing a configuration obtained by improving a seventh modification of the Web service support system of FIG. 1;
FIG. 22 is a block diagram illustrating a schematic configuration of a communication status display processing unit in FIG. 21;
FIG. 23 is a sequential chart in the Web service support system of FIG. 21;
24 is a block diagram showing a configuration of a guidance control unit corresponding to further improvement in the web service support system of FIG. 21.
FIG. 25 is a sequential chart in the web service support system of FIG. 24;
[Explanation of symbols]
10 Web service connection system
12 Terminal device
14 Call center equipment
16 Web server device
20 mobile phones
22 Fixed telephone
24 Personal computer
32 Call receiver
34 Short Mail Processing Unit

Claims (29)

A terminal device that communicates with both the Internet and the public line network, a communication center device that is a communication partner of the terminal device and the terminal device in communication via the public line network, the terminal device and the Internet And a server device that communicates via
The terminal device has a short mail processing function having a function of transmitting and receiving a message with a predetermined number of characters and a function of creating the message,
Line control means for switching and controlling connection of a communication line with the terminal device, and outputting the connection,
Short mail processing means having the short mail function,
URL search means for searching URL (Uniform Resource Locator) information for uniquely specifying a resource on the Internet based on information obtained by communication with the terminal device,
The short mail processing unit extracts information of the terminal device from the message, supplies the information to the URL search unit, and includes URL information of a search result for the information supplied from the URL search unit in the message. An information providing system for replying to a terminal device. 2. The system according to claim 1, wherein the terminal device has a function of holding a telephone number of a communication partner and selecting a telephone number of the communication center device from the held telephone numbers. Information provision system. 3. The system according to claim 1, wherein the terminal device includes a first tone transmitting unit that encodes any one of a telephone number and a mail address indicating the terminal device and converts the information into a voice signal. 4.
The communication center device includes first decoding means for decoding information included in an audio signal supplied to the line control means,
Further, the short mail processing means receives the decoded information, and returns a search result for the information included in the URL search means in the message to the terminal device. 3. The system according to claim 1, wherein the communication center device encodes a search result searched by the URL search unit based on any one of a telephone number and a mail address indicating the terminal device, A second tone transmitting means for converting into a voice signal;
The information providing system, wherein the terminal device includes second decoding means for decoding URL information included in the audio signal supplied from the communication center device. 3. The system according to claim 1, wherein the terminal device transmits at least one of identification information of a user of the terminal device and information related to a service request to the communication center with the message included. ,
The communication center device includes information analysis means for analyzing information included in the message supplied to the short mail processing means,
The server device performs at least one of selection of the URL information and adjustment of information content in the URL information in accordance with an analysis result from the information analysis unit, and notifies the communication center device. Information providing system. 6. The system according to claim 5, wherein the server device is a user information management unit that searches the URL information for the user managed in response to the supply of the identification information of the user;
An information providing system, comprising: a personalization unit that creates new URL information by a personalization process of re-editing the information content of the URL information according to each of the users. 6. The system according to claim 5, wherein the server device retrieves the URL information possessed by the server device in response to supply of a keyword relating to a service request desired by the user;
Information providing means for selecting URL information that meets a selection condition from among the information search results. 6. The system according to claim 5, wherein the server device converts information into URL information of a homepage corresponding to supply of a code number allocated in advance for a service request desired by the user;
An information selecting unit for selecting information matching a selection condition from the URL information as the conversion result. The system according to any one of claims 1 to 4, wherein the communication center device includes a support control unit that supports guidance of an operator who answers the telephone with the user,
Guidance input means for inputting information supplied according to the guidance of an operator who answers the telephone with the user,
Customer management means for managing data about the user,
Guidance generation means for receiving supply of information desired by the user obtained by the server device through communication between the server device and the terminal device, and generating reference data based on the information and customer data,
A guidance display unit for displaying the reference data in response to a telephone call from the user. 10. The system according to claim 9, wherein the server device includes a number assigning unit that generates unique identification information for the user in response to a further service request,
The information providing system, wherein the numbering means sends the unique identification information to the support control means. 11. The system according to claim 9, wherein the server device displays the screen according to at least one of a state of a telephone line in the communication center device and an operation of an operation button displayed on a screen of the terminal device. 12. Including communication status display processing means for generating display data to be displayed,
The communication state display processing means, a display control means for generating control data according to the status of the telephone line,
Selection determining means for determining whether or not the operation button can be selected based on the supplied operation data;
A display data generating function block for generating the display data in accordance with the control data and the determination result from the selection determining means. 12. The system according to claim 11, wherein the communication status display processing means supplies the telephone number and the identification information of the communication center device to the terminal device in advance, and according to the operation data supplied by the selection determining device. The display data creation function block generates display data to the terminal device and control data accompanying an operation in accordance with the determination result, sends the generated data to the terminal device, and sends the identification information to the communication center device. An information providing system characterized by: 13. The display data creation function block according to claim 11, wherein said communication status display processing means converts said display control means into control data corresponding to status data indicating a status of a telephone line of said communication center apparatus, and said display data creation function block. And generating display data from the control data and sending the display data to the terminal device. 14. The information providing system according to claim 11, wherein the guidance generating unit includes a storage unit for registering the re-entry request to the user and the identification information as a pair. During a call between a terminal device that communicates with both the Internet and the public line network and a communication center device that is a communication partner via the public line network, a first information regarding a destination of providing more detailed information is provided. A first step of receiving information from the communication center device;
A second step of notifying a busy message provided from the communication center apparatus including first information in a busy message for notifying that the call is busy between the terminal apparatus and the communication center apparatus; ,
A third step of creating a message with a predetermined number of characters as one of short mail and mail from the terminal device with the first information as a communication destination and transmitting the message to the communication destination;
A fourth step of searching for URL (Uniform Resource Locator) information that uniquely identifies the resource on the Internet based on information obtained by communication with the terminal device;
A fifth step of returning the short mail including the URL information from the communication center apparatus to a transmission source terminal apparatus;
Displaying the URL information supplied to the terminal device and accessing a server device including the URL information via the Internet. 16. The method according to claim 15, wherein, if the first information corresponds to the communication center device, the first information is called by the transmission history function of the terminal device, and the short mail is transmitted. An information providing method in an information providing system, characterized by transmitting. 16. The method according to claim 15, wherein the third step is a step of transmitting the data obtained by encoding the first information into one of a pitch and a pulse by inserting the data into an audio signal, and before the fourth step, The data inserted by the communication center device is decoded,
The fourth step is an information providing method in the information providing system, wherein the URL information is searched for in data obtained by the decoding. 16. The method according to claim 15, wherein the third step is a step of converting the first information into data encoded into one of a pitch and a pulse in the communication center device, inserting the data into an audio signal, and transmitting the data. An information providing method in an information providing system, comprising transmitting to the original terminal device, decoding data inserted by the terminal device, extracting the URL information, and proceeding to a sixth step. 16. The method according to claim 15, wherein the third step includes the step of: including, in the terminal device, at least one of identification information for the user and authentication information for the user as second information in the message. Either one of a mail and a mail is created and transmitted to the communication center device, the communication center device analyzes the second information included in the message and transfers the second information to the server device,
The fourth step is a method for providing information in an information providing system, wherein a search is performed based on the second information supplied to the server device, and the search result is transmitted to the communication center device. 20. The method according to claim 19, wherein, in the search, URL information of a homepage held based on a database created for the user in the server device and information content of the homepage are reedited according to each of the users. An information providing method in an information providing system, wherein the URL information corresponding to second information is obtained from new URL information obtained by personalization processing. 16. The method according to claim 15, wherein the second information is a keyword indicating a service required by the user. 22. The method according to claim 21, wherein the search is performed by using URL information of a homepage held by the server device and new URL information obtained by a personalization process of re-editing the information content of the homepage according to each of the users. And obtaining the URL information corresponding to the second information from the target, and selecting, from the URL information that is the search result, URL information that meets a preset selection condition. An information providing method in an information providing system. 16. The information providing method according to claim 15, wherein the second information is a code number pre-assigned to the service or product required by the user. 24. The method according to claim 23, wherein, in the search, the server device obtains the URL information corresponding to the second information, and among the URL information that is the search result, a URL that satisfies a preset selection condition. An information providing method in an information providing system, wherein information is selected. 25. The method according to any one of claims 15 to 24, wherein the method comprises: acquiring information from the server device accessed in the sixth step by the terminal device; Judge whether or not is satisfied, and if the user requests further information provision, a seventh step of transmitting service continuation information requesting information to the server device;
An eighth step of receiving the service continuation information and transmitting, by the server device, display data indicating an input area requested by the user to the terminal device;
A ninth step of transmitting the input information written in the input area by the terminal device to the server device as third information;
A tenth step of transmitting the third information received by the server device to the communication center device;
An eleventh step of creating guidance data by combining the third information and the customer data of the user in the communication center device;
A twelfth step of displaying guidance data created in response to a call connection from the terminal device and talking with the user. 26. The method according to claim 25, wherein, in the tenth step, together with the third information received by the server device, a unique number information automatically assigned to the user at the server device is transmitted to the communication center. To the device,
An information providing method in an information providing system, wherein the guidance data is created in an eleventh step based on third information, unique number information and customer data of the user. 26. The method according to claim 25, wherein, before the eleventh step in the server device, at least a first operation to be displayed on a screen of the terminal device and a status of a telephone line in the communication center device. An information providing method in an information providing system, comprising: receiving information on any one of button operations as function information and generating display data to be displayed on the screen according to the function information. 28. The control method according to claim 27, wherein the server device displays, in response to receiving the operation information from the terminal device, display data corresponding to the operation and start of a call connection in the server device. An information providing method in an information providing system, characterized by transmitting data. 26. The method according to claim 25, wherein, before the tenth step, unique number information automatically assigned to the user at the server device and the communication center device transmits the terminal information to the terminal. And display data of the second operation button for requesting a call connection to the device, respectively, to the terminal device,
Receiving operation data for the second operation button supplied from the terminal device in the server device, transmitting display data generated in response to the reception from the server device to the terminal device,
In the tenth step, data indicating the operation of the second operation button is sent to the communication center device and registered together with the third information and the unique number information,
In the eleventh step, guidance data is created by combining the third information and the customer data of the user in the communication center device,
In a twelfth step, the registered content is checked to see if it corresponds to a request for a second operation button by the user, a call connection is made from the communication center device to the terminal device, and the created guidance An information providing method in the information providing system, wherein the information providing system displays the data of (1) and talks with the user.

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