JP2005277970A - Telephone call accepting system and telephone call accepting program in web server - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a telephone call accepting system capable of efficiently performing a suitable response to the inquiry of a customer without using an expensive device such as an IVR or a CTI system, or without requiring listening to voice guidance or complicated button operation by the user. <P>SOLUTION: When a telephone set 5 with an Internet function accesses a Web server 11 of the telephone accepting system 1 via an internet 3, the Web server 11 transmits inquiry information to the telephone set 5 to display the information on a Web browser screen. In the telephone set 5, when an operation of sending response information in response to the inquiry information is repeated at the necessary number of times, the telephone number of a terminal 13 for acceptance corresponding to the series of response information is returned to the telephone set 5 together with an acceptance number, and is displayed on the Web browser screen. When the telephone set 5 calls the terminal 13 at the telephone number to inform the acceptance number, the terminal 13 acquires a series of response information corresponding to the acceptance number and performs suitable response to the customer of the telephone set 5 while checking the acquired response information. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention accepts an inquiry from a telephone terminal with an Internet function by a Web server via the Internet, and provides a telephone reception system for providing a response service corresponding to the inquiry from the reception terminal to the telephone terminal via the telephone network, and the Web The present invention relates to a telephone reception program in a server.

  For example, in a company or the like, a call center configured by combining a CTT (Computer Telephony Integration) system and an IVR (Voice Automatic Response Device) for automatically explaining the products and services from customers by telephone is called. Many are equipped as reception systems.

In the call center which is such a conventional telephone reception system, inquiry information for the customer is transmitted by voice guidance in response to the telephone access from the customer, and response information for the inquiry information is selected as the telephone number of the customer's telephone. By repeating the process of returning to the call center as a tone dial signal, that is, a PB (Push Button) signal, by operating the buttons, the customers are assigned according to the inquiry contents, and the telephone reception respondents who have specialized knowledge (hereinafter referred to as communicators) Also, the communicator performs an appropriate response to the customer or provides an optimal voice guidance.
JP 2003-78625 A

  In the call center which is the conventional telephone reception system described above, the customer listens to the inquiry information by voice guidance from the IVR, and operates the telephone number selection button according to the inquiry information, and returns the response information to the call center by a tone dial signal. If there is a lot of inquiry information in a hierarchy, the operation of listening to the inquiry information by voice guidance and replying the response information by operating the telephone number selection button is repeated many times. There is a problem that it is necessary and complicated.

  Further, because of such complexity, it is necessary to limit the number of inquiry information layers, that is, the number of times voice guidance is heard to several times, which is inconvenient when it is necessary to listen to the details of the inquiry in detail.

  Note that the above-mentioned troublesome problem is that the customer uses a mobile phone or the like in which the transmitter / receiver is integrated with the dial button, listens to the voice guidance by ear, then returns the mobile phone to the hand and dials the button. It is especially serious in the case of operating.

  In addition, although the burden of telephone call charges during the time of listening to voice guidance will increase, this telephone call charge will be a heavy burden on the customer if it is not toll-free, and in the case of toll-free, it will be a large burden on the call center side. There is a problem that it takes.

  Furthermore, since the customer is listening to the voice guidance using the IVR line, the longer the voice guidance is heard, the smaller the number of calls that can be accepted by the IVR. Depending on the increase, there is a problem that the time for adding IVR facilities is advanced.

  As described above, the call center is configured by combining the CTI system and the IVR. However, since the CTI system and the IVR are not used for general purposes, there is a problem that the introduction cost is expensive.

  The present invention has been made in view of the above, and the purpose thereof is to use an expensive device such as an IVR or CTI system, or to require complicated operations such as listening to voice guidance and button operation at the customer's site. Therefore, it is an object of the present invention to provide a telephone reception system and a telephone reception program in a Web server that can effectively respond appropriately to customer inquiries.

  The telephone reception system according to the first aspect of the present invention receives an inquiry from a telephone terminal with an Internet function by a Web server via the Internet, and makes a response service corresponding to the inquiry from the reception terminal via the telephone network. A telephone reception system provided to a terminal, wherein the Web server transmits inquiry information to the telephone terminal via the Internet in response to an access from the telephone terminal via the Internet, and the Web browser screen of the telephone terminal Inquiry information transmitting means to be displayed on the web browser, and response information transmitted from the telephone terminal to the inquiry information displayed on the Web browser screen is received via the Internet, and the reception identification for identifying the reception with respect to this reception In addition to providing information, further queries and responses are required for this response information In this case, inquiry response repetition means for repeatedly transmitting the further inquiry information to the telephone terminal, displaying the telephone terminal on the Web browser screen, and receiving response information for the further inquiry as many times as necessary, Recording means for recording a series of response information for inquiry information in the customer inquiry database as inquiry response information corresponding to the reception identification information, and for reception capable of appropriately responding to the reception identification information and the inquiry response information A reception identification information reply means for returning the telephone number of the terminal to the telephone terminal via the Internet and displaying it on the Web browser screen of the telephone terminal, and the telephone number of the reception terminal from the telephone terminal via the telephone network. Before the incoming call to the reception terminal is transmitted from the telephone terminal to the reception terminal and transmitted from the reception terminal. Reception identification information receiving means for receiving the reception identification information, inquiry response information return means for reading the inquiry response information from the customer inquiry database based on the reception identification information, and returning the inquiry response information for display on the reception terminal; It is summarized as having.

  In the telephone reception system according to the second aspect of the present invention, the customer inquiry database records inquiry response information as the series of response information corresponding to each of the reception identification information and a series of inquiry response information. Means for recording a telephone number of a reception terminal capable of appropriately responding to the response information, and the reception identification information return means is adapted to respond to the inquiry response information from the customer inquiry database. The gist of the invention is to have a telephone number acquisition means for acquiring the telephone number of a reception terminal capable of handling.

  According to a third aspect of the present invention, there is provided the telephone reception system according to the present invention, wherein the inquiry information transmitting means and the inquiry response repeating means store the inquiry information in a laminated form of inquiry information and inquiry information for each of the response information; The gist of the present invention is to have inquiry information acquisition means for acquiring inquiry information to be transmitted to the telephone terminal from the inquiry type database.

  According to a fourth aspect of the present invention, there is provided a telephone reception system in which the reception identification information return means has a Phone To function for returning a telephone number of the reception terminal to the telephone terminal and displaying the telephone terminal on the Web browser screen. The gist of the invention is that it has a Phone To function using means that is used in the form of a link to the telephone number.

  6. The telephone reception system according to claim 5, wherein the recording means includes additional recording means for additionally recording inquiry date information and customer identification information together with the inquiry response information in a customer inquiry database, and receiving the reception identification information. When the means receives at least one or more of response information, inquiry date / time information, and customer identification information instead of the reception identification information from the reception terminal, the corresponding reception identification information is based on the information. The gist of the invention is that it has a reception identification information search means for searching from the inquiry database and supplying it to the response information return means.

  According to a sixth aspect of the present invention, there is provided the telephone reception system according to the present invention, wherein the inquiry response information recorded in the customer inquiry database by the recording means is stored in correspondence with customer identification information together with customer personal information, and the recording means Storage control means for controlling the inquiry response information recorded in the customer inquiry database to be stored in the customer management database corresponding to the customer identification information together with the customer personal information, and customer inquiry from the customer management database based on the customer identification information The gist is to have response information and customer information search means for searching for customer personal information.

  According to a seventh aspect of the present invention, there is provided a telephone reception program for a Web server according to the present invention for receiving an inquiry from a telephone terminal with an Internet function through the Internet and receiving a response service corresponding to the inquiry through the telephone network. A telephone reception program in a Web server that can be executed by a computer for providing a telephone terminal to a telephone terminal, wherein inquiry information is transmitted to the telephone terminal in response to an access from the telephone terminal via the Internet. Inquiry information transmitting means for transmitting via the web terminal screen and displaying the response information transmitted from the telephone terminal for the inquiry information displayed on the web browser screen via the Internet, Reception identification that identifies the reception for the reception Information, and when further inquiries and responses are required for the response information, the further inquiry information is transmitted to the telephone terminal, displayed on the web browser screen of the telephone terminal, and further Query response repetition means for repeatedly receiving the response information for the query as many times as necessary, and recording means for recording a series of response information for the series of inquiry information in the customer inquiry database as inquiry response information corresponding to the reception identification information; A reception identification information return means for returning a telephone number of a reception terminal capable of appropriately responding to the reception identification information and the inquiry response information to the telephone terminal via the Internet and displaying the telephone number on the Web browser screen of the telephone terminal; , From the telephone terminal to the reception terminal made by the telephone number of the reception terminal via the telephone network The reception identification information receiving means for receiving the reception identification information transmitted from the telephone terminal to the reception terminal and transmitted from the reception terminal, and reading the inquiry response information from the customer inquiry database based on the reception identification information, The gist is to function as inquiry response information return means for returning the inquiry response information to be displayed on the reception terminal.

  9. The telephone reception program in the Web server of the present invention according to claim 8, wherein the customer inquiry database records inquiry response information as the series of response information corresponding to each of the reception identification information, and inquiry response information. Means for recording a telephone number of a reception terminal capable of appropriately responding to a series of response information, wherein the reception identification information return means responds to the inquiry response information from the customer inquiry database. The gist of the present invention is to have a telephone number acquisition means for acquiring a telephone number of a reception terminal that can perform an appropriate response.

  The telephone reception program in the Web server of the present invention according to claim 9, wherein the inquiry information transmitting means and inquiry response repeating means store each inquiry information in a stacked form of inquiry information and inquiry information for each of the response information. The gist is to have an inquiry type database and inquiry information acquisition means for acquiring inquiry information to be transmitted to the telephone terminal from the inquiry type database.

  The telephone reception program in the Web server of the present invention according to claim 10, wherein the reception identification information return means displays the telephone number of the reception terminal in response to the telephone terminal and the display on the Web browser screen of the telephone terminal. The gist of the present invention is to have a Phone To function using means for linking to the telephone number using the To function.

  12. The telephone reception program in the Web server of the present invention according to claim 11, wherein the recording means includes additional recording means for additionally recording inquiry date / time information and customer identification information together with the inquiry response information in a customer inquiry database. When the identification information receiving means receives at least one of response information, inquiry date information, and customer identification information instead of the reception identification information from the reception terminal, the corresponding reception identification information based on the information And a reception identification information search means for searching the customer inquiry database and supplying it to the response information return means.

  The telephone reception program in the Web server of the present invention according to claim 12, wherein the response management information recorded in the customer inquiry database by the recording means is stored in correspondence with customer identification information together with customer personal information. Storage control means for controlling the inquiry response information recorded in the customer inquiry database by the recording means to be stored in the customer management database corresponding to the customer identification information together with the customer personal information, and the customer based on the customer identification information The gist is to further function as customer information retrieval means for retrieving customer inquiry response information and customer personal information from the management database.

  The telephone reception system according to the thirteenth aspect of the present invention is the telephone reception system according to the present invention, wherein the appropriate response is a response that can provide specialized information about the repair of the product when the series of response information is about the repair of the product. Yes, when the series of response information is about the operation method of the product, it is a response that can provide specialized information about the operation method of the product, and the series of response information is the content about the new product In some cases, the main point is that it is capable of providing specialized information on new products.

  The telephone reception program in the Web server of the present invention according to claim 14, wherein the appropriate reception provides specialized information about product repair when the series of response information is about product repair. If the series of response information is about the operation method of the product, the response can provide specialized information about the operation method of the product, and the series of response information is about the new product. If it is a content, the gist is that it is capable of providing professional information about the new product.

  According to the present invention, inquiry information is displayed on the web browser screen of the telephone terminal for access from the telephone terminal, response information for the inquiry information is received, reception identification information is given to the reception, and update is performed. If necessary inquiry and response are required, transmission of further inquiry information to the telephone terminal, display on the web browser screen of the telephone terminal and reception of response information for further inquiry are repeated as many times as necessary, and this series of correspondence information is Recorded in the customer inquiry database as inquiry response information in response to the reception identification information, returned the reception identification information and the telephone number of the reception terminal to the telephone terminal, displayed on the web browser screen of the telephone terminal, and notified from the telephone terminal The received reception identification information is received from the reception terminal, and the inquiry response information is received from the customer inquiry database based on the reception identification information. Since it returns and displays on the terminal for receiving information, it is not necessary to repeat the complicated operation of listening to inquiry information by voice guidance and replying response information by operating the telephone number selection button as before. , The cost of telephone call charges due to listening to voice guidance is not on the customer side or system side, and it is economically appropriate to respond to customer inquiries economically without the need for expensive IVR or CTT systems In addition, since the inquiry response information with the customer is recorded in the customer inquiry database, the complicated process of manually inputting again as in the prior art is unnecessary and efficient.

  According to the present invention, since the telephone number of the reception terminal capable of appropriately responding to a series of response information to the customer inquiry is acquired from the customer inquiry database, the telephone number of the reception terminal is provided to the customer. By notifying, the most specialized and detailed communicator can respond appropriately to the customer's inquiry.

  According to the present invention, the query information is stored in the query type database in the form of the query information and the query information for each of the response information, and the query information is acquired from this database. With the inquiry information, it is possible to accurately know the information that the customer wants to know by inquiring, and the customer can be accurately handled.

  According to the present invention, since the telephone number of the reception terminal is returned to the telephone terminal and displayed on the web browser screen of the telephone terminal in the form of a link to the telephone number using the Phone To function, the customer can There is no need to dial the telephone number one by one, and the reception terminal can be called easily.

  According to the present invention, inquiry date / time information and customer identification information are additionally recorded in the customer inquiry database together with inquiry response information, and at least one of response information from the customer, inquiry date / time information, and customer identification information is substituted for the reception identification information. Since the above information is received and the corresponding reception identification information is searched from the customer inquiry database based on the information, even if the customer forgets the reception identification information, the customer's reception identification information is properly determined. The customer inquiry response information can be acquired from the customer inquiry database based on the retrieved reception identification information, and the customer can be appropriately handled.

  According to the present invention, the inquiry response information is recorded in the customer management database corresponding to the customer identification information together with the customer personal information, and the customer inquiry response information and the customer personal information are retrieved from the customer management database based on the customer identification information. Therefore, the customer's past inquiry response information can be acquired as history information, and the customer can be handled smoothly.

  According to the present invention, the telephone reception system is recorded as a telephone reception program on a recording medium, for example, and is executed by a computer. Therefore, the distribution of the telephone reception system can be improved using the recording medium.

  Hereinafter, the best mode for carrying out the present invention (hereinafter referred to as an embodiment) will be described with reference to the drawings.

  FIG. 1 is a block diagram showing a configuration of a telephone reception system according to an embodiment of the present invention. The telephone reception system 1 of the embodiment shown in FIG. 1 receives an inquiry from a customer via a telephone 5 with an Internet function by a Web server via the Internet, and receives a response service corresponding to this inquiry via the telephone network 7. For example, a call center reception system, a medical institution reservation reception system such as a hospital, a moving reservation, an estimate reservation reception for construction, and the like.

  A telephone reception system 1 according to the present embodiment shown in FIG. 1 includes a Web server 11 connected to the Internet 3, a reception terminal 13 connected to the telephone network 7, an inquiry type database 15, a customer inquiry database 17, and a customer management database 19. Have Note that the telephone 5 with internet function may be any cellular phone, landline telephone, etc. that can perform internet connection and telephone connection, and a personal computer, and is a telephone terminal with internet function according to the present invention. In the description of FIG.

  In the telephone reception system 1 of the present embodiment shown in FIG. 1, for example, when the customer wants to inquire about the operation method of an electric device such as a personal computer purchased by the customer, the customer uses the Internet 3 from the Web browser screen of the telephone 5. When the telephone reception system 1 of the electric company is accessed through the web server 11 of the telephone reception system 1, for example, as shown in the first screen P11 of FIG. Since the inquiry information “operation method” and “repair” is returned and displayed on the web browser screen of the telephone 5, when the customer selects “operation method” on the web browser screen of the telephone 5 by, for example, clicking the mouse, This selected “operation method” is a telephone reception system via the Internet 3 as response information. It sent in to the Web server 11.

  When the Web server 11 receives “operation method” as response information from the telephone 5, a message “Please select inquiry content” is displayed as inquiry information for this “operation method” as shown on screen P 13 in FIG. 4. At the same time, inquiry information such as “TV”, “video”, “audio”, “computer”, and “other” is replied and displayed on the web browser screen of the telephone 5, so that the customer similarly displays “computer” on the web browser screen of the telephone 5. Is selected, the selected “computer” is transmitted to the Web server 11 as response information.

  In this way, when the process of transmitting each response information sequentially responding to each series of inquiry information displayed from the Web server 11 of the telephone reception system 1 on the Web browser screen of the telephone 5 is repeatedly performed, the telephone reception is performed. The system 1 finally reaches the communicator who is the person in charge who has the most specialized knowledge about the operation method of the electric device that the customer wants to consult and who is also the telephone receptionist. For example, a “call” button is displayed on the Web browser screen of the telephone 5 in a link format by the To function, and further, in addition to the above display, this series of inquiry and response processing is specified on the Web browser screen. Press the “Number” and “Call” buttons to call the counter. To display the Please tell "as guidance number, for example, as shown in screen P23 shown in FIG. 4.

  The Web server 11 records each response information for the series of inquiry information displayed on the Web browser screen of the telephone 5 in the customer inquiry database 17 as inquiry response information corresponding to the reception number. The telephone number of the reception terminal that can appropriately respond to the series of response information that is the inquiry response information is recorded. Specifically, for example, a series of response information of “operation method” — “computer” — “notebook computer” — “PC-xxxx” — “cannot convert Kanji in word” — “purchase date xxx year xx month” For example, the telephone number of the reception terminal is “yyyy”. For example, “Repair” — “TV” — “Video built-in television” — “ABC-21A” — “No sound” — “Purchase year” For a series of response information such as “month zzzz year zz month”, the telephone number of the reception terminal is “mmmmmm”, and the telephone number of the reception terminal is the customer inquiry database for each series of response information. 17 is stored.

  The customer browses the “call” button, the reception number and the guidance displayed on the web browser screen of the telephone 5 by the Phone To function, and operates the “call” button by clicking the mouse, for example, from the customer's telephone 5 to the telephone network. 7 is received by the reception terminal 13 of the telephone reception system 1. As described above, the reception terminal 13 is a communicator that is a telephone receptionist who has the most specialized knowledge about the operation method of the electric device that the customer wants to consult with. The customer is a communicator here. , The communicator accesses the Web server 11 from the reception terminal 13 and reads out the inquiry response information consisting of the response information for the series of inquiry information corresponding to the reception number from the customer inquiry database 17. And displayed on the display screen of the reception terminal 13. The communicator consults the operation method of the electrical device that the customer is inquiring while checking the content of the customer's inquiry by looking at the displayed content, and appropriately handles the customer's problem.

  The telephone reception system 1 of the present embodiment is not limited to the inquiry about the operation method of the electric device as described above, but also the description of products and services, the after-sales service window service, the reservation service for medical institutions such as hospitals, the moving It can be applied to estimate reservation reception work such as construction.

  Specifically, the Web server 11 of the telephone reception system 1 according to the present embodiment that operates as described above transmits inquiry information to the telephone 5 via the Internet 3 in response to access from the telephone 5 via the Internet 3. Inquiry information transmission means to be displayed on the Web browser screen of the telephone 5, and response information transmitted from the telephone 5 to the inquiry information displayed on the Web browser screen is received via the Internet 3, and When the reception identification information which is the reception number for specifying the reception is given, and when further inquiry and response are required for the response information, transmission of the further inquiry information to the telephone terminal and the Web browser Repeat query response to display on screen and accept response information for this further query as many times as necessary Means, recording means for storing each response information for the series of inquiry information, if necessary, including inquiry information as customer response database 17 as inquiry response information corresponding to the reception identification information, the reception identification information and the inquiry A reception identification information return means for returning the telephone number of the reception terminal 13 that can respond appropriately to the response information to the telephone set 5 via the Internet 3 and displaying it on the Web browser screen of the telephone set 5; 7 to receive the reception identification information transmitted from the telephone 5 to the reception terminal 13 and received from the reception terminal 13 in the incoming call to the reception terminal 13 made by the telephone number of the reception terminal 13 The inquiry information is read from the customer inquiry database 17 based on the identification information receiving means and the received identification information. And an inquiry response information returning means for returning in order to view the response information to the reception terminal 13.

  The inquiry type database 15 includes, for example, inquiry information “purchase”, “operation method”, and “repair” displayed on the Web browser screen of the telephone 5 as described above, “TV”, “video”, “audio”, “computer”, “others”. "Inquiry information" or multiple pieces of inquiry information such as "purchase date xxx year xx month" for inputting the date of purchase of a product or the like in the xx part. A query information database that stores a series of continuous query information in a stacked structure, including query information, query information for each response information for the query information, and so on, is referred to by the query information transmitting means and the query response repeating means. And the corresponding query read from the query type database 15 Allowed information is supplied to the inquiry information sending unit and inquiry response repeating means, are intended to be displayed on the Web browser screen of the phone 5 via the Internet 3.

  For example, as shown in the screens P11 to P16 in FIG. 4 and the like, the laminated structure including a series of continuous inquiry information corresponding to each response information with respect to the above-described inquiry information is any one of “purchase, operation method, repair”. In response to the inquiry information whether there is, for example, "TV, video, audio, computer, etc." Inquiry information as to whether the response is “TV”, “Video”, “Audio”, or “Computer” as response information of each of the inquiry information “TV, video, audio, computer, etc.” ”Or“ other ”for further response information, eg response If the report is “TV”, the inquiry information “flat-screen TV, high-definition television, video built-in TV, projector, etc.”, and if the response information is “video”, for example, “playback only video, playback recording video” Inquiry information such as “DVD built-in video, portable video with display, etc.” is stored as sequential information.

  Further, the reception identification information return means returns a telephone number of the reception terminal 13 to the telephone 5 and displays it on the Web browser screen in a form of a link to the telephone number using the Phone To function. Has a means of use. Accordingly, when the customer operates the telephone number displayed on the Web browser screen of the telephone 5 with Internet function or the button for calling indicating the telephone connection, the telephone 5 automatically passes through the telephone network 7. It will be connected to the reception terminal 13.

  Further, when recording the inquiry response information in the customer inquiry database 17, the recording means additionally records inquiry date information and customer identification information in the customer inquiry database 17 together with the inquiry response information.

  And when the said reception identification information receiving means receives at least 1 or more information of response information, inquiry date information, and customer identification information instead of the said reception identification information from the terminal 13 for reception, it corresponds based on the said information Reception identification information searching means for searching the reception identification information to be retrieved from the customer inquiry database 17 and supplying the response identification information to the response information return means. Thus, even when the customer forgets the reception identification information and cannot communicate to the communicator from the reception terminal 13, the customer inquiry database 17 is searched based on the information to identify the customer reception identification. Information can be acquired, so that it is possible to know what kind of inquiry the customer has made.

  Further, the customer management database 19 stores the inquiry response information recorded in the customer inquiry database 17 by the recording means in correspondence with the customer identification information together with the personal information of the customer. The inquiry response information recorded in the customer inquiry database 17 by the recording means is controlled to be stored in the customer management database 19 corresponding to the customer identification information together with the customer personal information.

  Further, customer inquiry response information and customer personal information stored in the customer management database 19 in this way can be searched from the customer management database 19 based on the customer identification information by the customer information search means. In this embodiment, the inquiry type database 15, customer inquiry database 17, and customer management database 19 are provided outside the Web server 11, but these are appropriately stored in the Web server 11 or predetermined means of the Web server 11. It may be provided.

  Next, the operation of the telephone reception system of the present embodiment configured as described above will be described with reference to the sequence diagrams shown in FIGS. 2 and 3 and the Web browser screen example shown in FIG.

  In FIG. 2, the telephone 5 with an Internet function first accesses the Web server 11 of the telephone reception system 1 via the Internet 3 and requests an inquiry type information list (step S11). The inquiry type information list is, for example, when the telephone company 5 accesses the telephone reception system 1 of the electric company via the Internet 3 in order to make an inquiry about the electric device purchased by the customer from the electric company. The inquiry information is “purchase, operation method, repair” as shown on the screen P11.

  The Web server 11 sends a request from the telephone 5 to the inquiry type database 15 to request an inquiry type list (step S13). The inquiry type information list from the inquiry type database 15 is, for example, “purchase, operation method, repair”. "Is obtained (step S15), and is displayed on the Web browser screen of the telephone 5 via the Internet 3 as shown in the screen P11 of FIG. 4 (step S17).

  In the telephone 5, the customer selects, for example, “repair” as a desired inquiry type from the displayed inquiry type list on the Web browser screen as response information and transmits it to the Web server 11 via the Internet 3. To do. (Step S19). The Web server 11 requests the inquiry type database 15 for inquiry information for the response information “repair” selected by the telephone 5 (step S21).

  In the inquiry type database 15, an inquiry identification ID is created and assigned to the request from the Web server 11 (step S23). That is, in this embodiment, each time a request from each customer is received, each request, that is, reception identification information that is an inquiry identification ID is given to each reception so that reception from each customer can be identified.

  After creating the query identification ID, the query type database 15 searches the own database for the query purpose that is the query information for the response information “repair” in response to the query information request from the Web server 11. Then, the retrieved inquiry purpose and the inquiry identification ID are transmitted to the Web server 11 (step S25). The inquiry information for the response information “repair” is, for example, inquiry information “TV, video, audio, computer, etc.” as shown on a screen P13 in FIG.

  Upon receiving such inquiry information, that is, inquiry information “TV, video, audio, computer, etc.”, the Web server 11 transmits the inquiry information to the telephone 5 via the Internet 3, and the Web browser of the telephone 5 It is displayed on the screen (step S27). The inquiry information in this case is, for example, the inquiry information “TV, video, audio, computer, etc.” as described above, and is selectable inquiry information for selecting a desired one from a plurality of contents. Since the inquiry information includes such selectable information and information that must be input by the customer, the Web server 11 divides the inquiry information into selectable information and information that needs to be input, and step S27. Then, selectable inquiry information is transmitted to the telephone 5 and displayed on the Web browser screen. In the present embodiment, the inquiry information is divided into information that can be selected and information that needs to be input, but the present invention is not limited to this.

  In the telephone 5, selectable inquiry information displayed on the Web browser screen, for example, inquiry information such as “TV, video, audio, computer, etc.” as shown on the screen P13 in FIG. For example, “TV” as response information is selected as an inquiry purpose and transmitted to the Web server 11 via the Internet 3 (step S29).

  When the Web server 11 receives, for example, “TV”, which is the desired response information selected by the telephone 5, as an inquiry purpose, the Web server 11 sends the inquiry purpose together with the inquiry identification ID to the customer inquiry database 17 (step S31). When the customer inquiry database 17 receives the inquiry purpose from the Web server 11 together with the inquiry identification ID, the customer inquiry database 17 searches its own database to determine whether the same as the inquiry identification ID is already registered, and is already registered. If it is not registered, the query purpose is newly registered in correspondence with the query identification ID. Step S33). In this case, the contents registered in the customer inquiry database 17 are “repair” and “TV” sequentially selected from the Web browser screen on the telephone 5.

  The customer inquiry database 17 transmits the inquiry identification ID registered in this way to the Web server 11 (step S35). If there is still selectable inquiry information to be displayed on the web browser screen of the telephone 5, the web server 11 returns to step S27 and sequentially displays all selectable inquiry information on the web browser screen of the telephone 5. Then, the same process of sequentially selecting and registering the customers of the telephone 5 is repeated.

  For example, in the example shown in FIG. 4, such a repetitive process is performed as “inquiry information for the response information“ TV ”, which is the purpose of inquiry selected on the screen P13,” If there is inquiry information such as “TV, projector, etc.”, and the response information selected from the inquiry information “flat-screen TV, high-definition, video built-in TV, projector, etc.” is “video built-in TV”, There is inquiry information “ABC-15A, ABC-17A, ABC-21A, ABC-23A, ABC-30A” as shown on the screen P17 in FIG. 4 for the response information “Video built-in television”. For example, response information “ABC-21A” that is response information selected from Further, as shown in the screen P19 of FIG. 4, there is inquiry information such as “Sound cannot be produced, image cannot be produced, neither sound nor image, current is not input, etc.”. The response information is selected on the Web browser screen of the telephone 5 and transmitted to the Web server 11.

  When the processing for the inquiry information that can be selected is completed as described above, the Web server 11 transmits the inquiry information that needs to be input next to the telephone 5 via the Internet 3 for the purpose of inquiry and displays it on the Web browser screen (step). S37). In this process, the Web server 11 also sends customer identification ID input request information for inputting the customer's own customer identification ID together with the inquiry purpose necessary for input to the telephone 5, and displays the customer identification on the Web browser screen. The ID input screen is also displayed with the inquiry purpose that needs to be input.

  Note that the inquiry purpose, which is the inquiry information that needs to be input, is the purchase date when the customer requested the repair as described above, for example, as shown on the screen P21 in FIG. Is displayed after the purchase date, “xxx year xx month”, so the customer sees this display and enters a number at xx of “xxx year xx month” to purchase date Enter.

  The telephone 5 looks at the inquiry purpose necessary for input and customer identification ID input request information displayed on the Web browser screen, inputs appropriate information for the inquiry necessary for input, and also enters customer identification ID input request information. On the other hand, the customer identification ID of the customer is input, and the input information is transmitted from the Internet 3 to the Web server 11 (step S39). When the Web server 11 receives appropriate information and a customer identification ID for the inquiry that needs to be input by the customer in this way, the Web server 11 sends the information together with the inquiry identification ID to the customer inquiry database 17 (step S41).

  When the customer inquiry database 17 receives the information from the Web server 11, the customer inquiry database 17 converts the inquiry identification ID stored so far into another inquiry identification ID of, for example, four digits that is easy for the customer to store (step S43). The converted new query identification ID and the input information received from the Web server 11 are stored and registered as a query data record corresponding to the previous query identification ID (step S45). In the present embodiment, as described above, the inquiry identification ID is converted to a new inquiry identification ID of, for example, 4 digits that is easy for the customer to store. However, the present invention is not limited to this, and so far If the number of digits of the query identification ID so far is long and difficult for the customer to memorize, the last four digits of the query identification ID so far It is also possible to take a method such as notifying only.

  As the inquiry data record, as described above, a series of response information sequentially selected or inputted from the first inquiry information, specifically, for example, “repair” — “TV” — “TV with video” — Inquiry response information consisting of “ABC-21A”-“No sound”-“January 2004”. As this inquiry response information, the customer inquiry database 17 corresponds to the reception identification information which is the conventional inquiry identification ID. To be recorded.

  Then, the customer inquiry database 17 is the inquiry record information of the present invention which is the inquiry record data, specifically, for example, “repair”-“TV”-“TV with built-in video”-“ABC-21A”-“no sound” "-" January 2004 ", etc. The telephone number of the communicator who has the most specialized knowledge in detail for the series of response information is acquired from itself, and this telephone number and the new inquiry identification ID converted as described above Are transmitted to the Web server 11 (step S47).

  The Web server 11 transmits this telephone number and a new inquiry identification ID to the telephone 5 via the Internet 3 and displays them on the Web browser screen (step S49).

  The display of the telephone number on the Web browser screen is displayed, for example, in the form of a “call” button in the form of a link by the Phone To function, for example. By clicking, it is possible to receive a call to the telephone having the telephone number linked to the “call” button. The new inquiry identification ID is displayed as, for example, “reception number” on the customer's Web browser screen.

  Drawing P23 shown in FIG. 4 shows the Web browser screen of the customer displayed in this way. This screen is displayed on the Web browser screen when the customer inputs the purchase date on screen P21 in FIG. Although it is displayed, on this screen, “Advance reservation has been accepted. Reception number: 1234 Press the“ Call ”button to call the counter. Please tell us the receipt number above. Is displayed. When the call button is operated, a call is received at a telephone having a telephone number linked to the call button by the Phone To function.

  Next, proceeding to the sequence diagram shown in FIG. 3, the customer looks at the telephone number and the reception number which is the inquiry identification ID notified from the Web server 11 and displayed on the Web browser screen. When the “call” button displayed by the Phone To function is operated on the Web browser screen as shown in the screen P23 of FIG. 4 for example, the telephone 5 is connected to the telephone reception system 1 via the telephone network 7. Since the call arrives at the reception terminal 13, the customer notifies the communicator who is the responder of the reception terminal 13 that has responded to the call to the reception number that is the inquiry identification ID (step S51). The communicator of the reception terminal 13 responding to the incoming call from the customer is the series of response information, for example, “repair” — “TV” — “video TV” — “ABC-21A” — “sound Is a communicator telephone terminal having the most specialized knowledge in detail for a series of response information consisting of “No” and “January 2004”.

  The communicator of the reception terminal 13 notified of the inquiry identification ID which is the reception number from the customer inputs this inquiry identification ID from the reception terminal 13 to the Web server 11 (step S53). The Web server 11 requests the inquiry response information, which is inquiry data record, from the customer inquiry database 17 based on the inquiry identification ID from the reception terminal 13, and receives the inquiry data record, which is inquiry inquiry information, from the customer inquiry database 17. (Steps S55 and S57).

  When the Web server 11 receives the inquiry data record corresponding to the inquiry identification ID from the customer inquiry database 17, the Web server 11 requests the corresponding history list from the customer management database 19 based on the inquiry identification ID, and receives the corresponding history list (step). S59, 61).

  Then, the Web server 11 transmits the inquiry response information and the correspondence history list, which are inquiry data records acquired from the customer inquiry database 17, to the reception terminal 13 for display (step S63).

  The communicator of the reception terminal 13 confirms the inquiry content with the customer of the telephone 5 while browsing the displayed inquiry data record and the correspondence history list, and appropriately responds to the customer (step S65). If the inquiry from the customer is, for example, an inquiry about the repair of a television set as described above, for example, the one that can be repaired verbally from the reception terminal 13 is informed of the repair method. If this is not possible, notify the customer and notify them of detailed procedures such as how to bring a repaired product into the repair shop and on-site repair.

  Then, when the communicator of the reception terminal 13 finishes the response with the customer, the communication content with the customer is input from the reception terminal 13 to the Web server 11 (step S67). The Web server 11 registers the response contents together with the inquiry contents as history information in the customer management database 19 (step S69). When the registration is completed (step S71), the registration completion screen is displayed on the reception terminal 13 and the process is terminated. (Step S73).

  FIG. 5 shows an example in which a telephone reception system 1 accessed by a customer from a telephone 5 with an Internet function via the Internet 3 is applied as a reservation reception system of a medical institution such as a hospital. Web browser screen showing a series of procedures for making appointments for medical care by notifying customers of medical conditions before actually receiving medical examinations at the hospital by accessing the telephone reception system 1 installed at the hospital. FIG.

  When the customer accesses the telephone reception system 1 installed in the hospital from the telephone 5 via the Internet 3, first, on the Web browser screen of the customer's telephone 5, a department for the customer to consult as shown on screen P41 in FIG. Inquiry information such as “Internal Medicine, Surgery, Otolaryngology, Dermatology” is displayed on the selection screen.

  When the department that the customer wants to visit is selected as response information from the displayed inquiry information “Internal Medicine, Surgery, Otolaryngology, Dermatology” by clicking with the mouse on the Web browser screen, etc. As shown in the screen P43, the inquiry information “Are you currently working at another medical institution? Yes No” is displayed. If you select either Yes or No as the response information, this response As shown in the screen P45 for the information, the inquiry information “Are there any side effects or allergies due to drugs? Yes No” is displayed. Therefore, either “Yes” or “No” is selected as response information for the inquiry information.

  Similarly, as for inquiry information, “Do you have any experience of surgery or hospitalization so far?” On page P47, “Yes No” on screen P49, “Do you have any current hospitals or medications you are taking? Yes No "Pick a disease name on screen P51. Heart disease, diabetes, liver disease, hypertension", Screen P53 "What are your current symptoms? More than a month ago, 2 weeks ago, 1 week ago 3 days ago, from yesterday "," How is the pain on screen P55? Strong pain, somewhat painful, always sore, sometimes painful "," Do you have a fever? Normal heat, 37 degrees, 38 "Practice level, 39 degrees or more", Screen P59 "Please enter the desired date and time of medical treatment. Time available for medical treatment xx month xx days from 10:00 to 11:00, 13:00 to 14:00", screen P61 “The next medical appointment can be made Internal Medicine May 13 (Wednesday) 10:00 to 11:00 ", who has a medical card on screen P63 Medical Number xxx First Person Name xxxx Phone Number xxx", Screen P65 "Content Checking Department : Internal medicine, reservation time: May 13 (Wednesday) from 10:00 to 11:00, followed by a series of inquiries or notification information such as "Taro Taro", and finally "Prior reservation is accepted" on screen P67 Receipt number: A123, press the “Call” button to call the counter. Please tell us the receipt number above. The customer is notified of the reception number and the reception telephone number by the display of “reception telephone number”.

  The processing procedure in the Web server 11 of the above embodiment is recorded as a program on a recording medium such as a CD or FD, and this recording medium is incorporated into a computer system, or the program recorded on the recording medium is connected to a communication line. Of course, it can be made to function as the Web server 11 of the telephone reception system by downloading to a computer system or installing from a recording medium and operating the computer system with the program. By using a medium, the circulation property can be improved.

It is a block diagram which shows the structure of the telephone reception system concerning one Embodiment of this invention. It is a flowchart which shows the first half of an effect | action of the telephone reception system of embodiment shown in FIG. It is a flowchart which shows the remainder following FIG. 2 of an effect | action of the telephone reception system of embodiment shown in FIG. It is explanatory drawing which shows an example of a series of inquiry information displayed on the web browser screen of a telephone with an internet function in the telephone reception system of embodiment shown in FIG. It is explanatory drawing which shows the other example of a series of inquiry information displayed on the web browser screen of the telephone with an internet function in the telephone reception system of embodiment shown in FIG.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Telephone reception system 3 Internet 5 Telephone with internet function 7 Telephone network 11 Web server 13 Reception terminal 15 Inquiry classification database 17 Customer inquiry database 19 Customer management database

Claims (14)

An inquiry from a telephone terminal with an Internet function is received by a Web server via the Internet, the inquiry content is confirmed by a reception terminal, and a response service corresponding to the inquiry is sent from the reception terminal to the telephone via the telephone network. A telephone reception system provided to a terminal,
The web server
Inquiry information transmitting means for transmitting inquiry information to the telephone terminal via the Internet in response to access from the telephone terminal via the Internet, and displaying the inquiry information on a web browser screen of the telephone terminal;
Response information transmitted from the telephone terminal to the inquiry information displayed on the Web browser screen is received via the Internet, and reception identification information for specifying the reception is given to the reception, and the response information When a further inquiry and response is required, the transmission of this further inquiry information to the telephone terminal, display on the web browser screen of the telephone terminal, and reception of response information for this further inquiry are required. Repetitive inquiry response means,
Recording means for recording a series of response information to the series of inquiry information in a customer inquiry database as inquiry response information corresponding to the reception identification information;
Reception identification information reply means for returning the telephone number of the reception terminal capable of appropriately responding to the reception identification information and the inquiry response information to the telephone terminal via the Internet and displaying it on the Web browser screen of the telephone terminal When,
Reception identification information receiving means for receiving the reception identification information transmitted from the reception terminal by telephone connection to the reception terminal performed by the telephone number of the reception terminal from the telephone terminal via a telephone network; ,
A telephone reception system comprising: inquiry response information return means for reading out the inquiry response information from a customer inquiry database based on the reception identification information and returning the inquiry response information to be displayed on the reception terminal. The customer inquiry database records inquiry response information, which is the series of response information, corresponding to each of the reception identification information, and appropriately responds to the series of response information, which is inquiry response information. Means for recording a telephone number of the reception terminal capable of;
The reception identification information return means includes telephone number acquisition means for acquiring a telephone number of the reception terminal capable of appropriately responding to the inquiry response information from the customer inquiry database. Item 1. The telephone reception system according to item 1. The inquiry information transmitting means and inquiry response repeating means are:
A query type database that stores the query information in a stacked form of query information for each of the query information and its response information;
The telephone reception system according to claim 1 or 2, further comprising inquiry information acquisition means for acquiring inquiry information to be transmitted to the telephone terminal from the inquiry type database.   The reception identification information return means performs a reply to the telephone terminal of the telephone number of the reception terminal and a display on the web browser screen of the telephone terminal in a form of a link to the telephone number using the Phone To function. The telephone reception system according to claim 1, further comprising a To function utilization unit. The recording means has additional recording means for additionally recording inquiry date information and customer identification information together with the inquiry response information in a customer inquiry database,
When the reception identification information receiving means receives at least one of response information, inquiry date / time information, and customer identification information instead of the reception identification information from the reception terminal, the reception identification information reception means The telephone reception system according to any one of claims 1 to 4, further comprising reception identification information search means for searching for identification information from the customer inquiry database and supplying the response information to the response information reply means. A customer management database for storing the inquiry response information recorded in the customer inquiry database by the recording means in correspondence with the customer identification information together with the personal information of the customer;
Storage control means for controlling the inquiry response information recorded in the customer inquiry database by the recording means so as to be stored in the customer management database corresponding to the customer identification information together with the customer personal information;
6. The telephone reception according to claim 1, further comprising: customer inquiry search information and customer information search means for searching customer personal information from the customer management database based on customer identification information. system. An inquiry from a telephone terminal with an Internet function is received by a Web server via the Internet, the inquiry content is confirmed by a reception terminal, and a response service corresponding to the inquiry is sent from the reception terminal to the telephone terminal via the telephone network. A telephone reception program in a Web server that can be executed by a computer for providing
Inquiry information transmitting means for transmitting inquiry information to the telephone terminal via the Internet in response to access from the telephone terminal via the Internet and displaying the computer on the Web browser screen of the telephone terminal;
Response information transmitted from the telephone terminal to the inquiry information displayed on the Web browser screen is received via the Internet, and reception identification information for specifying the reception is given to the reception, and the response information When a further inquiry and response is required, the transmission of this further inquiry information to the telephone terminal, display on the web browser screen of the telephone terminal, and reception of response information for this further inquiry are required. Repetitive inquiry response means,
Recording means for recording a series of response information to the series of inquiry information in a customer inquiry database as inquiry response information corresponding to the reception identification information;
A reception identification information return means for returning a telephone number of a reception terminal capable of appropriately responding to the reception identification information and the inquiry response information to the telephone terminal via the Internet and displaying the telephone number on the Web browser screen of the telephone terminal; ,
The reception identification information transmitted from the telephone terminal to the reception terminal in an incoming call to the reception terminal made by the telephone number of the reception terminal from the telephone terminal via the telephone network and transmitted from the reception terminal Receiving identification information receiving means for receiving,
In the Web server, the inquiry response information is read from the customer inquiry database based on the reception identification information, and functions as inquiry response information return means for returning the inquiry response information to be displayed on the reception terminal. Telephone reception program. The customer inquiry database records inquiry response information, which is the series of response information, corresponding to each of the reception identification information, and appropriately responds to the series of response information, which is inquiry response information. Means for recording a telephone number of the reception terminal capable of;
The reception identification information return means includes telephone number acquisition means for acquiring a telephone number of the reception terminal capable of appropriately responding to the inquiry response information from the customer inquiry database. Item 8. A telephone reception program in the Web server according to Item 7. The inquiry information transmitting means and inquiry response repeating means are:
A query type database for storing each query information in a stacked form of query information and query information for each of the response information;
9. The telephone reception program for a Web server according to claim 7, further comprising inquiry information acquisition means for acquiring inquiry information to be transmitted to the telephone terminal from the inquiry type database.   The reception identification information return means performs a reply to the telephone terminal of the telephone number of the reception terminal and a display on the web browser screen of the telephone terminal in a form of a link to the telephone number using the Phone To function. 10. The telephone reception program for a Web server according to claim 7, further comprising a To function utilization unit. The recording means has additional recording means for additionally recording inquiry date information and customer identification information together with the inquiry response information in a customer inquiry database,
When the reception identification information receiving means receives at least one of response information, inquiry date / time information, and customer identification information instead of the reception identification information from the reception terminal, the reception identification information reception means The telephone reception program in the Web server according to any one of claims 7 to 10, further comprising reception identification information search means for searching for identification information from the customer inquiry database and supplying the response information to the response information return means. . A customer management database for storing inquiry response information recorded in the customer inquiry database by the recording means in correspondence with customer identification information together with personal information of the customer;
Storage control means for controlling the inquiry response information recorded in the customer inquiry database by the recording means so as to be stored in the customer management database corresponding to the customer identification information together with the customer personal information;
12. The apparatus according to claim 7, further functioning as customer information retrieval means for retrieving customer inquiry response information and customer personal information from the customer management database based on customer identification information. Telephone reception program in the Web server.   The appropriate response is a response that can provide specialized information about the repair of the product when the series of response information is about the repair of the product, and the series of the response information relates to a method of operating the product. If the content of the response is a content that can provide specialized information about the operation method of the product, if the series of response information is about the new product, provide specialized information about the new product. The telephone reception system according to any one of claims 2 to 6, wherein the telephone reception system is a reception service.   The appropriate response is a response that can provide specialized information about product repair when the series of response information is about product repair, and the series of response information relates to a method for operating the product. If the content of the response is a content that can provide specialized information about the operation method of the product, if the series of response information is about the new product, provide specialized information about the new product. The telephone reception program in the Web server according to any one of claims 8 to 12, wherein the telephone reception program is a Web server.

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