JP2009110430A - Service providing business support server and method, and service providing business support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To facilitate error correction by a customer while reducing the load on a system by easily and rapidly acquiring an input state of the customer with the consent of the customer without an operation for specifying the customer by a person in charge of help desk. <P>SOLUTION: In processes S304-308, the customer calls a help desk to acquire a person-in-charge number of the person in charge of help desk, and inputs the number in a customer PC. In processes S310-316, the help desk support system transmits a support screen to a terminal of the person in charge of help desk. In processes S318-324, the person in charge of help desk reports an error solution in reference to the support screen, whereby the customer corrects error data. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a service providing business support server and method, and a service providing business support system. More specifically, the present invention relates to a service providing business support server and method for improving the efficiency of inquiry processing to a help desk in Internet transaction operations, and The present invention relates to a service providing business support system.

  In transactions using general Internet channels such as Internet banking, when a customer goes to the operation at hand, for example, if the user can read and re-operate the link destination for the operation explanation, or if the problem persists, the toll-free help desk The operation is performed again by informing the help desk staff about the current situation and input contents and obtaining advice. In conventional help desk systems, help desk personnel cannot browse the customer screen, and they receive verbal explanations from customer explanations to find error locations. Therefore, help desk support systems that deal with these problems have been proposed. That is, a system (for example, see Patent Documents 1 and 2) that enables a help desk person to refer to a customer screen by logging in to the system, or a customer sends an image of the customer screen to the help desk. This is a system (for example, refer to Patent Documents 3 to 5) that makes it possible to refer to the current screen.

Japanese Patent Application No. 2003-54816 Japanese Patent Application No. 2005-377285 Japanese Patent Application No. 2004-369204 Japanese Patent Application No. 2003-197490 Japanese Patent Application No. 2000-338925

  However, according to the customer support screen display method on the help desk described in Patent Documents 1 to 5, personal data can be browsed and operated on the assumption that the customer has authenticated the user on the Web system. Nonetheless, help desk personnel can identify customers and view their personal data, preventing them from cheating.

  Further, in the support screen display methods of Patent Documents 1 and 2, the operation is complicated because the person in charge is guidance while referring to personal information in the Internet banking system. However, since a large amount of screen data must be transmitted every time, there is a problem that the communication amount and the processing load increase.

  In view of the above problems, the invention of the present application obtains the consent of the customer without performing the operation of identifying the customer by the help desk person himself in order to prevent fraud by the person in charge of the help desk. By grasping easily and quickly, it is easy for a customer to correct an error, and further, the purpose is to reduce the communication traffic and processing load of the system.

  In order to solve the above problem, the invention according to claim 1 stores display data of a screen displayed on a customer terminal in association with service provision, and an input log which is a history of information input by the customer terminal. Specify the person in charge of receiving the number for identifying the person in charge received from the customer terminal input on the screen by sending the storage means and the display data of the screen for inputting the number for identifying the person in charge to the customer terminal. A number receiving unit, a support screen generating unit that reads out display data of a screen displayed on the customer terminal from the storage unit based on the input log, and generates a support screen similar to the customer terminal at a desired time, and the customer terminal Support screen display means for transmitting and displaying the generated support screen on the help desk terminal screen used by the person in charge associated with the number identifying the person in charge received from Characterized in that it comprises a.

  The invention according to claim 2 is the service providing business support server according to claim 1, wherein the support screen display means is a request from the person in charge linked to the number identifying the person in charge received from the customer terminal. The support screen generated in the help desk terminal used by the person in charge is displayed.

  The invention described in claim 3 is the service providing business support server according to claim 1 or 2, wherein the number identifying the person in charge is the person in charge number, and the support screen display means is provided with the service providing business support The server has information that links the help desk terminal used by the person in charge and the person in charge number, and sends the support screen generated to the help desk terminal linked to the person in charge number based on the association information It is characterized by doing.

  The invention according to claim 4 is the service providing business support server according to any one of claims 1 to 3, and when the correct input from the customer terminal is received, the input log is deleted and the reference process is terminated. And a reference processing end means for disconnecting communication with the help desk terminal.

  The invention according to claim 5 is the service providing business support server according to any one of claims 1 to 4, wherein the person-in-charge identification number receiving means receives a request for a screen for identifying the person in charge from the customer terminal. Then, an input screen transmission means for transmitting display data of a screen for inputting a person-in-charge identification number is further provided.

  The invention according to claim 6 is a service providing business support method, comprising: display data of a screen displayed on a customer terminal in connection with service provision; and an input log which is a history of information input by the customer terminal The storage step for storing, the display data of the screen for inputting the number for identifying the person in charge to the customer terminal is transmitted and displayed, and the person in charge for receiving the number for identifying the person in charge received from the customer terminal entered on the screen A user identification number receiving step, and based on the input log, the display data of the screen displayed on the customer terminal is read from the storage means, and a support screen generating step for generating a support screen similar to the customer terminal at a desired time point; Send and display the generated support screen on the help desk terminal screen used by the person in charge associated with the number that identifies the person in charge received from the customer terminal Characterized in that it comprises a support screen display step of.

  The invention according to claim 7 is the service providing work support method according to claim 6, wherein the support screen display step is a request from the person in charge linked to the number identifying the person in charge received from the customer terminal. The support screen generated in the help desk terminal used by the person in charge is displayed.

  The invention according to claim 8 is the service provision work support method according to claim 6 or 7, wherein the number for identifying the person in charge is the person in charge number, and the support screen display means is the service provision work support. The server has information that links the help desk terminal used by the person in charge and the person in charge number, and sends the support screen generated to the help desk terminal linked to the person in charge number based on the association information It is characterized by doing.

  The invention according to claim 9 is the service providing work support method according to any one of claims 6 to 8, wherein when the correct input from the customer terminal is received, the input log is deleted and the reference process is terminated. The method further comprises a reference processing end step for disconnecting communication with the help desk terminal.

  A tenth aspect of the present invention is the service providing business support method according to any one of the sixth to ninth aspects, wherein the person-in-charge identification number receiving step receives a request for a screen for identifying the person in charge from the customer terminal. Then, an input screen transmission step for transmitting display data of a screen for inputting a person-in-charge identification number is further provided.

  The invention according to claim 11 is a service providing business support program, comprising: display data of a screen displayed on a customer terminal in association with service provision, and an input log which is a history of information input by the customer terminal The storage step for storing, the display data of the screen for inputting the number for identifying the person in charge to the customer terminal is transmitted and displayed, and the person in charge for receiving the number for identifying the person in charge received from the customer terminal entered on the screen A user identification number receiving step, and based on the input log, the display data of the screen displayed on the customer terminal is read from the storage means, and a support screen generating step for generating a support screen similar to the customer terminal at a desired time point; Send the generated support screen on the help desk terminal screen used by the person in charge linked to the number that identifies the person in charge received from the customer terminal Characterized in that it comprises a support screen display step of displaying Te.

  The invention according to claim 12 is the service providing business support program according to claim 11, wherein the support screen display step is a request from the person in charge linked to the number identifying the person in charge received from the customer terminal. The support screen generated in the help desk terminal used by the person in charge is displayed.

  The invention according to claim 13 is the service providing business support program according to claim 11 or 12, wherein the number for identifying the person in charge is the person in charge number, and the support screen display means is provided with the service providing business support The server has information that links the help desk terminal used by the person in charge and the person in charge number, and sends the support screen generated to the help desk terminal linked to the person in charge number based on the association information It is characterized by doing.

  The invention described in claim 14 is the service providing business support program according to any one of claims 11 to 13, and when the correct input from the customer terminal is received, the input log is deleted and the reference process is terminated. The method further comprises a reference processing end step for disconnecting communication with the help desk terminal.

  A fifteenth aspect of the invention is the service providing business support program according to any of the eleventh to fourteenth aspects, wherein the person-in-charge identification number receiving step receives a request for a screen for identifying the person in charge from the customer terminal. Then, an input screen transmission step for transmitting display data of a screen for inputting a person-in-charge identification number is further provided.

  The invention according to claim 16 is a service providing business support system, a service providing server for providing a service to a customer, and a customer terminal connected to the service providing server via a network for the customer to receive the service And storage means for storing display data of a screen connected to the service providing server and displayed on the customer terminal in connection with service provision, and an input log which is a history of information input by the customer terminal, and the customer terminal Sending and displaying the display data of the screen for inputting the number for identifying the person in charge, and receiving the number for identifying the person in charge received from the customer terminal entered on the screen, and the input Based on the log, the display data of the screen displayed on the customer terminal is read from the storage means, and the same support as the customer terminal at the desired time Support screen generation means for generating a screen, and support for transmitting and displaying the generated support screen on the help desk terminal screen used by the person in charge linked to the number identifying the person in charge received from the customer terminal A service providing business support server having a screen display means, and a help desk terminal connected to the service providing business support server and supporting an inquiry from a customer are provided.

  The invention of the present application is in charge of storage means for storing display data of a screen displayed on a customer terminal in connection with the service provision of claim 1 and an input log which is a history of information input by the customer terminal, and the customer terminal The display data of the screen for inputting the number for identifying the person is transmitted and displayed, and the person in charge identification number receiving means for receiving the number for identifying the person in charge received from the customer terminal input on the screen, and the input log Based on this, the display data of the screen displayed on the customer terminal is read from the storage means, and the support screen generating means for generating the same support screen as the customer terminal at the desired time point and the person in charge received from the customer terminal are specified. Help screen display means for sending and displaying the generated support screen on the help desk terminal screen used by the person in charge associated with the number. Risk personnel it is possible to quickly grasp of the screen state in the current customer terminal. In addition, the help desk officer will only see information about the customer's inquiry location without obtaining the customer's consent without the customer's own identification of the customer. Can prevent unauthorized acquisition of customer personal information and the like. Furthermore, since it is not necessary to transmit and receive screen images between the customer terminal and the system, the amount of communication and the processing load can be reduced.

  In this embodiment, Internet banking will be described.

  FIG. 1 is a block diagram of a system 100 according to an embodiment of the present invention. The system 100 includes a customer PC 102 and a customer phone 104 used for Internet banking and telephone inquiry by a customer, a help desk support server 106 in an Internet banking system that can be connected via the customer PC and a network, and a help desk support server 106. And a help desk terminal 108 connected by a dedicated line, and a help desk person in charge telephone 110 for receiving a call from a customer. In this embodiment, the customer PC 102 is used. However, any information device having a portable communication function known in this technical field such as a portable terminal such as a PDA or a notebook personal computer can be used instead of the customer PC 102. The Internet banking server generally performs various processes related to financial transactions, and in the present embodiment, a help desk support server 106 used in help desk support processing is also connected. In the following description, such a help desk support method will be described, and description of other processes will be omitted. Therefore, the help desk support server 106 can provide various services related to the response by the help desk to the customer via the Internet banking server, and may be any system that receives an error or an inquiry in the web service.

  FIG. 2 is a module configuration diagram of the help desk support server 106 according to the present embodiment. The help desk support server 106 includes a screen and log management unit 202, a person-in-charge number reception unit 204, a support screen generation unit 206, and a support screen transmission unit 208.

  The screen and log management unit 202 acquires the screen displayed on the customer PC and the information input by the customer from the Internet banking system, stores it in the operation log DB (database) 210 as an input log, and at the end of the reference process, the operation log The database is managed by deleting the input log stored in the DB 210. In addition, each time a support screen is displayed on the help desk terminal, information for managing the work of the help desk personnel such as which personnel viewed what and when can be stored as a log.

  The person-in-charge receiving unit 204 displays a screen for inputting a help desk person-in-charge number on the customer's PC screen. The person in charge is notified, and the person-in-charge number notified to the customer from the person in charge at the help desk is input to the customer terminal and transmitted.

  The support screen generation unit 206 first reads a customer input log from the operation log DB 210, and further displays a customer PC display screen corresponding to the acquired input log from the customer PC display screens stored in the operation log DB 210 in advance. read out. After that, by associating these input logs with the customer PC display screen, the same support screen as in the current customer operation status is generated.

  The support screen transmission unit 208 displays the generated support screen on the help desk terminal 108 used by the person in charge associated with the person in charge number. The person in charge uses the help desk terminal 108 to access the help desk support server 106, and uses the function for the help desk person in charge through access authentication using a person-in-charge ID / password or the like. When the “view customer screen” function is selected from the functions for the person in charge, the help desk support server 106 displays a “person in charge number input” screen for inputting the person in charge number notified to the customer. . Further, when the person in charge inputs the person-in-charge number notified to the customer on the “input person-in-charge number” screen, the help desk support server 106 uses the person-in-charge number of the person in charge who is accessing the person-in-charge. Generate information linking the terminal number of the help desk terminal, identify the help desk terminal used by the person in charge with the person in charge number received from the customer PC based on this linking information, and send the generated support screen ,indicate. In addition, when there is information that can identify the customer in the contents of the displayed screen, it is possible to prevent the person in charge from identifying the customer by masking and displaying the portion of the information that can be identified.

  In this embodiment, the processing is executed with the module configuration as shown in FIG. 2, but the present invention is not limited to this, and the same processing is performed even if the order of each module is changed or a new module is added. Can do.

  Next, the processing of this embodiment will be described with reference to FIG. FIG. 3 is a diagram illustrating a sequence for executing the processing of the present embodiment.

  In the present embodiment, first, it is assumed that an error that cannot be resolved by the customer who has received the Internet banking service has occurred in step S302. Specifically, an error caused by an incorrect input value, a case where an unclear point occurs in a screen display item, or the like. The customer displays the “operation help” menu on the PC screen and checks the error contents. If the error cannot be resolved, the customer goes to the help desk by free dial or the like in step S304 according to the flow at the time of failure. Make a call.

  In process S306, the help desk staff asks various questions in order to grasp the current situation of the customer in which the problem has occurred. Eventually, the customer enters an incorrect screen or a screen on which the operation method is unknown. In this embodiment, in order to perform a more appropriate help desk correspondence by actually browsing, in the present embodiment, the customer is informed of the person-in-charge number by telephone, input on the help screen of the customer terminal, and transmitted to the help desk support server. As a result, the help desk support server 106 specifies the terminal used by the person in charge of the help desk with the corresponding person in charge number and transmits the support screen. In other words, the help desk person in charge explains the current operation status on the customer PC 102 and notifies the person in charge number. If the customer permits the information to be browsed, the person in charge enters the person in charge number on the screen of the customer PC. Explain what to do. In step S308, when the customer's PC approves browsing and inputs the person-in-charge number obtained from the help desk by telephone, the person-in-charge number is transmitted from the terminal to the help desk support server 106. Here, for the person-in-charge number input screen, for example, the “permit screen viewing for the person in charge” is pressed from the help menu displayed when the customer presses the “operation help” button as shown in FIG. Depending on the situation, you can go to the “Contact person number input” screen, or provide a link destination that is different from the “Operation help” button and enter the contact person screen on the dedicated link screen. The generation method is not limited to these.

  In process S310, the help desk support server 106 acquires the input log of the customer terminal that has been permitted to browse from the Internet banking system, and writes it to the operation log DB 210. In step S312, a customer PC display screen stored in the operation log DB 210 corresponding to the acquired input log in advance and the input log are read from the operation log DB 210 and associated to generate a support screen for help desk personnel. To do. Further, the person-in-charge number input by the customer is extracted from the acquired input log, and this person-in-charge number is stored in the operation log DB 210 in association with the generated support screen. In addition, if this combination processing is a mid-transaction screen, when extracting from the first screen of the transaction to the current screen, or extracting only the screen opened by the customer, any combination known in this technical field By this process, it is possible to generate a browsing environment for help desk personnel.

  In the process S314, the person in charge uses the help desk terminal 108 to authenticate the access to the help desk support server 106 using the ID / password dedicated to the person in charge, and uses the function for the help desk person in charge. . When the “view customer screen” function is selected from the functions for help desk personnel, the help desk support server 106 displays a “person in charge number” screen for entering the number of the person in charge notified to the customer. To do. When the person in charge enters the person-in-charge number notified to the customer on the “input person-in-person number” screen, the help desk support server 106 and the terminal number of the help desk terminal used by the person in charge are entered. To generate terminal connection information. For this terminal connection information, any method that can identify the terminal used by the person in charge known in the technical field, such as using login information when the person in charge logs into the server, may be used. it can. Further, the help desk support server 106 extracts the support screen generated in step S312 and the person-in-charge number associated with the support screen from the operation log DB 210, and uses the terminal connection information to associate the person in charge associated with the support screen. By identifying the help desk terminal used by the person in charge of the person in charge number received from the customer PC from the number and transmitting the support screen, the support screen is displayed on the screen in step S316. In addition, when there is information that can identify the customer in the contents of the displayed screen, it is possible to prevent the person in charge from identifying the customer by masking and displaying the portion of the information that can be identified.

  In process S318, the person in charge identifies the reason for the error occurrence by examining the support screen.

  In process S320, the help desk staff notifies the customer of the error solution method, and in process S322, the customer corrects the error data. The notification of the error solution method from the person in charge may be performed verbally on the telephone, or using any method known in this technical field such as displaying a correction example on the screen of the customer PC. it can.

  In process S324, when the Internet banking server corrects the error data and confirms that the correct input has been made, the Internet banking server disconnects the connection with the help desk terminal and deletes the input log in the operation log DB 210. The reference process ends. This processing is performed not only when correct input is made but also when an error occurs, for example, when the customer logs out without ending the processing or when a network failure occurs.

  FIG. 4 shows a screen example of the customer PC according to the present embodiment. A service screen for Internet banking is displayed on the screen of the customer PC, and an “operation help” button is always displayed together with these. Although it is the display method in this embodiment, it is not restricted to this, Any display method can be used.

  In the present embodiment, Internet banking has been described, but the present invention can also be applied to various other services provided via the Internet.

1 is a system configuration diagram according to an embodiment of the present invention. It is a module block diagram of the help desk assistance system by embodiment of this invention. 4 shows a sequence of a system for displaying a customer support screen on a help desk according to an embodiment of the present invention. An example of customer terminal PC by embodiment of this invention is shown.

Explanation of symbols

100 system 102 customer PC
104 Customer phone 106 Help desk support server 108 Help desk terminal 110 Help desk person in charge

Claims (16)

Storage means for storing display data of a screen displayed on a customer terminal in connection with service provision, and an input log which is a history of information input by the customer terminal;
Sending and displaying display data of a screen for inputting a number for identifying a person in charge to the customer terminal, and receiving a person identification number for receiving a number for identifying the person in charge received from the customer terminal input on the screen Means,
Based on the input log, the display data of the screen displayed on the customer terminal is read from the storage unit, and a support screen generating unit that generates a support screen similar to the customer terminal at a desired time point;
Support screen display means for transmitting and displaying the generated support screen on the screen of the help desk terminal used by the person in charge associated with the number identifying the person in charge received from the customer terminal. A service providing business support server that is characterized.   The support screen display means displays the generated support screen on a help desk terminal used by the person in charge according to a request from the person in charge associated with a number identifying the person in charge received from the customer terminal. The service providing business support server according to claim 1.   The number for identifying the person in charge is a person in charge number, and the support screen display means is an information for linking the help desk terminal used by the person in charge with the person in charge by the service providing business support server. The service providing service according to claim 1, wherein the generated support screen is transmitted to the help desk terminal associated with the person-in-charge number based on the association information. Support server.   2. The apparatus according to claim 1, further comprising: a reference process ending unit that deletes the input log and ends the reference process when the correct input from the customer terminal is received, and disconnects communication with the help desk terminal. 4. The service providing business support server according to any one of 3).   The person-in-charge identification number receiving means further includes an input screen transmission means for transmitting display data of the screen for inputting the person-in-charge identification number when receiving a request for a screen for identifying a person in charge from the customer terminal. The service providing business support server according to any one of claims 1 to 4, wherein A storage step of storing display data of a screen displayed on a customer terminal in connection with service provision, and an input log which is a history of information input by the customer terminal;
Sending and displaying display data of a screen for inputting a number for identifying a person in charge to the customer terminal, and receiving a person identification number for receiving a number for identifying the person in charge received from the customer terminal input on the screen Steps,
Based on the input log, the display data of the screen displayed on the customer terminal is read from the storage means, and a support screen generation step for generating a support screen similar to the customer terminal at a desired time point;
A support screen display step for transmitting and displaying the generated support screen on the screen of the help desk terminal used by the person in charge associated with the number identifying the person in charge received from the customer terminal. Characteristic service providing business support method.   In the support screen display step, the generated support screen is displayed on the help desk terminal used by the person in charge according to a request from the person in charge associated with the number identifying the person in charge received from the customer terminal. The service providing work support method according to claim 6.   The number for identifying the person in charge is a person in charge number, and the support screen display means is an information for linking the help desk terminal used by the person in charge with the person in charge by the service providing business support server. The service providing service according to claim 6, wherein the generated support screen is transmitted to the help desk terminal associated with the person-in-charge number based on the association information. Support method.   7. The method according to claim 6, further comprising a reference processing end step of receiving a correct input from the customer terminal, ending the reference processing by deleting the input log, and disconnecting communication with the help desk terminal. 9. The service providing business support method according to any one of 8 above.   The person-in-charge identification number receiving step further includes an input screen transmission step of transmitting display data of the screen for inputting the person-in-charge identification number when receiving a request for a screen for identifying a person in charge from the customer terminal. The service providing work support method according to claim 6, wherein the service providing work support method is provided. A storage step of storing display data of a screen displayed on a customer terminal in connection with service provision, and an input log which is a history of information input by the customer terminal;
Sending and displaying display data of a screen for inputting a number for identifying a person in charge to the customer terminal, and receiving a person identification number for receiving a number for identifying the person in charge received from the customer terminal input on the screen Steps,
Based on the input log, the display data of the screen displayed on the customer terminal is read from the storage means, and a support screen generation step for generating a support screen similar to the customer terminal at a desired time point;
A support screen display step for transmitting and displaying the generated support screen on the screen of the help desk terminal used by the person in charge associated with the number identifying the person in charge received from the customer terminal. A service providing business support program that is characterized.   In the support screen display step, the generated support screen is displayed on the help desk terminal used by the person in charge according to a request from the person in charge associated with the number identifying the person in charge received from the customer terminal. The service providing business support program according to claim 11, wherein:   The number for identifying the person in charge is a person in charge number, and the support screen display means is an information for linking the help desk terminal used by the person in charge with the person in charge by the service providing business support server. The service providing service according to claim 11, wherein the generated support screen is transmitted to the help desk terminal associated with the person-in-charge number based on the association information. Support program.   12. The method according to claim 11, further comprising: a reference processing end step of receiving a correct input from the customer terminal, ending the reference processing by deleting the input log, and disconnecting communication with the help desk terminal. 13. The service providing business support program according to any one of 13 above.   The person-in-charge identification number receiving step further includes an input screen transmission step of transmitting display data of the screen for inputting the person-in-charge identification number when receiving a request for a screen for identifying a person in charge from the customer terminal. The service providing business support program according to claim 11, wherein the service providing business support program is characterized by the following. A service providing server for providing services to customers;
A customer terminal connected via a network to the service providing server for the customer to receive service;
Storage means for storing display data of a screen connected to the service providing server and displayed on a customer terminal in connection with service provision, and an input log that is a history of information input by the customer terminal; A person identification number receiving means for transmitting display data of a screen for inputting a number for identifying a person in charge to the terminal and displaying the data, and receiving a number for identifying the person in charge received from the customer terminal input on the screen; From the customer terminal, support screen generation means for reading out display data of the screen displayed on the customer terminal based on the input log from the storage means and generating a support screen similar to the customer terminal at a desired time point; The generated support screen is transmitted and displayed on the help desk terminal screen used by the person in charge associated with the number identifying the person in charge received. And the service providing business support server and a 援画 surface display means,
A service providing business support system, comprising: a help desk terminal connected to the service providing business support server and supporting an inquiry from a customer.

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