JP2007249691A - Inquiry response processor, inquiry response information sharing system, inquiry response information sharing method, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To completely separate ranges between a responder and an answerer. <P>SOLUTION: The inquiry response processor 100 comprises: an expert registration table T2 for selecting an answerer; a management table T1 for sharing information with an answerer terminal 20; a keyword extraction means S1 for retrieving the expert to be requested to answer; a matching retrieval means S2 for retrieving matching with a keyword in the expert registration table; a request means S3 for requesting an answer to the answerer terminal 20 used by the expert to be requested; and an automatic answer means S4 for automatically answering to an interrogator terminal 10. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a technology for sharing information between responders and respondents to an inquiry.

  Conventionally, there is a follow-up service that responds to inquiries from customers as a service that accompanies the provision of services. For example, there is a contact center.

Here, a large number of e-mail inquiries issued by customers are collectively managed by the information management server, and the e-mails are automatically sorted into appropriate persons, and appropriate responses are attached to the e-mails in a quick and appropriate manner. Send a certain level of response to the client terminal of the customer who requested it, and the person in charge searches for and applies the appropriate response manually. By accumulating and managing as a history, the response attached automatically and the response applied by the person in charge are compared, the response attached to the email is evaluated, and a more appropriate response is attached to the email. There has been proposed a technique that can make a certain level of reply with a quick and appropriate content to a large number of e-mail inquiries (see, for example, Patent Document 1).
JP 2002-207763 A

  However, the conventional example described above has the following problems.

  Responders and respondents who respond to inquiries from customers may be the same person in the response, so it is difficult to participate in inquiries handling work if there is a hearing impairment or the like.

  The present invention has been made in view of the circumstances described above, and its purpose is to completely separate the areas in charge of responders and respondents, such as “characters, symbols, diagrams” and the like. If you are an “expert” in the relevant area who understands the notation, you can respond to inquiries, and the respondent does not necessarily have to be a healthy person. Even a certain person can make it possible for anyone to be a “professional” in the corresponding area.

In order to solve the above problems, the present invention comprises an expert registration table for selecting respondents and a management table for sharing information between respondent terminals,
In addition, keyword extraction means for searching for experts to whom the response is requested,
A match search means for performing a match search with a keyword in the expert registration table;
A request means for requesting an answer to the respondent terminal used by the expert of the answer request destination,
There is provided an inquiry response processing apparatus including an automatic answering means for automatically answering a questioner terminal.

Further, the present invention is an inquiry correspondence information sharing system including an interrogator terminal, an inquiry correspondence processing device, and an answerer terminal connected via a network,
The inquiry handling processing device comprises an expert registration table for selecting respondents and a management table for sharing information between the respondent terminals,
In addition, keyword extraction means for searching for experts to whom the response is requested,
A match search means for performing a match search with a keyword in the expert registration table;
Request means for requesting an answer to the respondent terminal used by the expert of the answer request destination;
An inquiry response information sharing system comprising: an automatic answering means for automatically answering the questioner terminal.

Further, the present invention is an inquiry responding information sharing method using a questioner terminal, an inquiry handling processing device, and an answerer terminal connected via a network,
The inquiry handling processing device, a keyword extraction step for searching for an expert of a response request destination,
Performing a match search with keywords in the expert registration table for selecting respondents;
Making a response request to the respondent terminal used by the expert of the response request destination;
An inquiry response information sharing method comprising: automatically answering to the questioner terminal.

  According to the present invention, the areas in charge of responders and respondents can be completely separated.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  Referring to FIG. 1, the inquiry correspondence information sharing system according to the present embodiment includes a questioner terminal 10, an inquiry correspondence processing device 100, and an answerer terminal 20. These are assumed to be connected by an arbitrary network. The communication method may be either wired or wireless.

  The questioner terminal 10, the inquiry handling processing device 100, and the respondent terminal 20 are information processing devices such as personal computers used by the questioner, responder, and respondent, respectively.

  The inquiry processing apparatus 100 includes a management table T1 in which inquiry contents (questioner attributes, inquiry contents, answerer attributes, desired answer dates, etc.) are described, and information (responder attributes, Expert registration table T2 describing keywords, etc., keyword extraction means S1 for extracting keywords from the inquiry content, match search means S2 for selecting appropriate respondents from the keywords extracted by keyword extraction means S1, and match search means From requesting means S3 for sending a response request to the respondent terminal 20 of the respondent selected in S2, automatic answering means S4 for responding to the questioner terminal 10 from the management table T1 in which the respondent recorded the answer, and from the respondent terminal 20 The person who uses the same respondent terminal 20 from the management number in the management table when the questioner has a question (with a management number) in the answer content And a same business question Continuous management means S5 for selecting.

  Next, the operation of the present embodiment will be described in detail with reference to the flowcharts of FIGS. 1, 3 to 4, and 2.

  Here, the management table T1 for sharing information between the responder who uses the inquiry handling processing device 100 and the respondent who uses the respondent terminal 20 is, for example, “management number”, “ "Questionr Name", "Inquiry Details", "Reply Date / Time", "Response Method", "Response Person Name", "Response Person Contact", "Responder Name", "Responder Contact", "Answer “Content” and “Others can be added in a timely manner”.

  Further, for example, an expert registration table T2 specified by a technical term keyword is created as shown in FIG.

  First, the questioner transmits an inquiry from the questioner terminal 10 to the inquiry handling apparatus 100. In addition, it includes transmitting by any method such as telephone, e-mail, facsimile, and web form.

  The inquiry handling processing device 100 receives the inquiry, and inquires about the contents of the inquiry from the questioner (10) and the questioner (for the items from the “name of the questioner” to the “contact information of the responder” configured in the management table T1 10) The attributes (name, phone number, e-mail address, etc.), desired reply date, and information on the attributes of the responders (name, phone number, e-mail address, etc.) are entered, and the management table T1 is completed. 10 sends a notice of completion of the question reception. Note that “management number”, which is an item in the management table T1, is assigned a new number when it is recognized as a new inquiry.

  Next, the inquiry processing apparatus 100 extracts keywords from the inquiry contents input in the “inquiry contents” column of the management table T1 by the keyword extraction means S1. For example, the keywords “download” and “file” are extracted from the inquiry content “the downloaded file was broken.”

  Next, the matching search means S2 selects one respondent (30) in the expert registration table T2 from the keywords extracted by the keyword extraction means S1. At that time, information on respondent attributes (name, telephone number, e-mail address, etc.) is input to “respondent name” and “respondent contact information” configured in the management table T1.

The request unit S3 makes a response request to the respondent terminal 20 used by the respondent selected in the management table T1. An example of a response request is as follows.
(Taro Yamaguchi, my name is Chiba for inquiries. I received an inquiry from Kazuko Aomori saying "New software can't be downloaded.""Please enter your answer in" Response contents "in the management table.)

  The respondent terminal 20 that has received the answer request by the request means S3 inputs the answer of the respondent to the inquiry from the questioner in “answer contents” in the management table T1.

  The automatic answering means S4 compares the desired answer time with the current time, and makes an answer to the questioner terminal 10 when the desired answer time is reached and the answer contents are entered.

  An answer is transmitted to the questioner terminal 10 and the responder and the answerer terminal 20 are informed that the answer has already been made.

  In addition, regarding a case for which no response is made, the respondent terminal 20 is prompted and the questioner terminal 10 is informed that the response is delayed.

Examples of responses are as follows.
(Management number 1 Kazuko Aomori, my name is Yamaguchi, a service for inquiries. I receive a response saying “New software cannot be downloaded.” The number of simultaneous accesses is limited to ensure line quality. If you are unable to resolve it, please contact us with the current management number. We will receive the question to the same respondent and continue to answer the question.) Send with various contents.

  The same person question continuous management means S5 responds to the answer from the respondent terminal 20, and when the questioner has a question (with a management number) in the answer content, the same answerer from the management number in the management table, The respondent terminal 20 is selected.

  Once selected, the contents of the inquiry are added to the inquiry managed by the management number.

  An answer request is issued to the respondent terminal 20 used by the respondent selected by the request means S3.

  According to the above-described embodiment, the responder and the responder can completely separate the responsible area of the responder and the responsible area of the expert by the management table T1 shared by the responder and the respondent. It is not always necessary to be a healthy person. For example, even if the person has hearing impairments, anyone who is a “professional” in the applicable area can respond to inquiries and expand the field of their activities. it can.

  Each of the above-described embodiments is a preferred embodiment of the present invention, and various modifications can be made without departing from the scope of the present invention. For example, the processing for realizing the functions of the respective units may be performed by causing the apparatus to read and execute programs for realizing the functions of the questioner terminal 10, the inquiry handling processing device 100, and the respondent terminal 20. . Further, the program is transmitted to another computer system by a transmission wave via a computer-readable recording medium such as a CD-ROM or a magneto-optical disk, or via a transmission medium such as the Internet or a telephone line. Also good.

  In each of the above-described embodiments, the configuration in which the questioner terminal 10, the inquiry handling processing device 100, and the respondent terminal 20 are realized as one computer system has been described. However, a plurality of devices are added for each function. Of course, the present invention can also be applied to other configurations.

It is a figure which shows the structure of the inquiry corresponding | compatible information sharing system in embodiment of this invention. It is a flowchart which shows the processing operation in embodiment of this invention. It is a figure which shows an example of the management table in embodiment of this invention. It is a figure which shows an example of the expert registration table in embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Questioner terminal 20 Answerer terminal 100 Inquiry correspondence processing apparatus S1 Keyword extraction means S2 Match search means S3 Request means S4 Automatic answer means S5 Same person continuous question management means T1 management table T2 expert registration table

Claims (7)

A specialist registration table for selecting respondents and a management table for sharing information between respondent terminals,
In addition, keyword extraction means for searching for experts to whom the response is requested,
A match search means for performing a match search with a keyword in the expert registration table;
A request means for requesting an answer to the respondent terminal used by the expert of the answer request destination,
An inquiry response processing apparatus comprising: an automatic answering means for automatically answering a questioner terminal.   The same person question continuous management means for selecting the answerer terminal used by the same answerer when the questioner using the questioner terminal has further questions about the answer contents with respect to the answer from the answerer terminal The inquiry response processing apparatus according to claim 1, further comprising: An inquiry correspondence information sharing system including a questioner terminal, an inquiry handling processing device, and an answerer terminal connected via a network,
The inquiry handling processing device comprises an expert registration table for selecting respondents and a management table for sharing information between the respondent terminals,
In addition, keyword extraction means for searching for experts to whom the response is requested,
A match search means for performing a match search with a keyword in the expert registration table;
Request means for requesting an answer to the respondent terminal used by the expert of the answer request destination;
An inquiry response information sharing system comprising: automatic answering means for automatically answering to the questioner terminal.   The same person question continuous management means for selecting the answerer terminal used by the same answerer when the questioner using the questioner terminal has further questions about the answer contents with respect to the answer from the answerer terminal The inquiry corresponding information sharing system according to claim 3, further comprising: Inquiry correspondence information sharing method using a questioner terminal, an inquiry handling processing device, and an answerer terminal connected via a network,
The inquiry handling processing device, a keyword extraction step for searching for an expert of a response request destination,
Performing a match search with keywords in the expert registration table for selecting respondents;
Making a response request to the respondent terminal used by the expert of the response request destination;
And a step of automatically answering to the questioner terminal.   In order to share information with the respondent terminal when the questioner using the questioner terminal has a further question about the answer content in response to the answer from the respondent terminal. 6. The inquiry corresponding information sharing method according to claim 5, further comprising: selecting the respondent terminal used by the same respondent with reference to the management table.   A program for causing a computer to realize the function according to claim 1 or 2.

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