JP2014183447A - Television video-linked callback system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a television video-linked callback system with which a user, who intends to purchase products via telephone call with an operator at call center using mail-order system through television video, can avoid such a situation that a connection with the operator is hardly made due to on-hold conditions, since, in the callback system, a telephone call is made from the operator to the user and an interactive voice response is not used.SOLUTION: Information identifier detection software installed on a user terminal device is registered with information of a user (email address, telephone number and user name), and acquires related information by detecting identifier from television video voice. The information identifier detection software generates product order information in relation to the acquired related information and sends the product order information, and an operator telephones the user.

Description

  The present invention relates to a callback system using mail-order sales using TV images, which is intended to improve the convenience of users using a call center in mail-order sales for purchasing products introduced by TV images.

  In recent years, the market size of mail-order sales (hereinafter referred to as mail order) in which consumers purchase products outside actual stores has increased. Among the existing mail order systems, online mail order using the Internet that can be ordered 24 hours a day is increasing in addition to catalog mail order and TV mail order. However, online shopping requires an environment that can be connected to the Internet, the ordering operation is complicated, and many people refrain from online shopping. Under these circumstances, many users want to make purchases while listening to product explanations that are traditional mail order methods, and catalog mail order and TV mail order using telephones with call centers continue to maintain the market size. is there. In particular, the introduction of products through TV images can convey the situation in which the product is being used specifically, although it is difficult to deal with product catalogs, etc. It is still an effective means of mail order.

  However, for example, when a user who has watched a TV shopping video orders or inquires about a product over the telephone, when the user calls the call center, first, an automatic voice response device is used to answer the call from the user in advance. A method is used in which a user inputs a number corresponding to an inquiry content in a guide by dial push, selects an operator based on the input result, and picks up a telephone. However, even after handling the automatic voice response guidance, depending on the availability of the operator, the call will be put on hold, and it will not be known how long the call will be put on hold.

  In addition, when supporting automatic voice response guidance on a portable terminal or the like, the user must remove the portable terminal from the ear when dial-pushing, except for a state where the voice can be heard from the portable terminal using earphones or headphones. You may miss the next automatic voice and may not be able to handle the automatic voice well.

  Recently, there is a case where one call center company undertakes call center operations of multiple manufacturers using BPO (business process outsourcing), which outsources part of its business processes (business processes) to outside contractors. is there. Even when orders and inquiries are clear, it is often difficult to connect to an operator.

  In addition, the product number that specifies the product, the URL that can be browsed and purchased on the Internet, or the telephone number of the call center is displayed on the television screen and is also introduced by voice. I need to take notes. In some cases, such as when there is no writing instrument or memo paper in a place where you can watch TV, you may not be able to keep information. Even if a note can be made, the phone number or URL may be miswritten by taking notes while watching TV, and the mail order itself may not be used.

  In Patent Document 1, product information and the URL of a sales site where products can be ordered can be obtained by reading a two-dimensional bar code displayed on a television image with a mobile terminal, and identity verification can also be performed using a mobile terminal unique number. A mail-order system that can perform smoothly has been proposed.

  In Patent Document 2, a television image in which product identification information such as product information and a URL of a sales site where a product can be ordered is embedded as digital watermark data is detected by a user using an information communication terminal. There has been proposed an electronic commerce support system that obtains product identification information, accesses an electronic commerce site, and orders products.

JP 2006-99150 A Japanese Patent No. 4034244

  However, in both Patent Documents 1 and 2, the product information is obtained from the barcode displayed on the TV image or the digital watermark data embedded in the video data, and the electronic information due to a mistake that may occur when the product information is recorded from the video or audio. Although problems such as inability to access the commerce site are avoided, they are all for the convenience of access to the e-commerce site and do not support the purchase of goods by calling with the call center.

  Therefore, the present invention has been made in view of such problems, and product information from a TV image of a user who purchases a product by calling with a call center operator using a mail order by TV image. The purpose is to provide a TV video-linked callback system that improves convenience when it is difficult to connect to the operator by calling the user from the operator who has grasped the desired product and inquiry contents, as well as providing convenience.

In order to solve the above problem, the invention described in claim 1 is a television video interlocking callback system that provides services to a user terminal device equipped with information identifier detection software that detects an identifier from television video and audio. And
The television image-linked callback system is a television that is used by connecting an operator terminal device used by an operator who performs a telephone contact service, an agency system server device, and a business system server device via a network and a telephone line. A video-linked callback system,
The information identifier detection software, when activated by the user terminal device, detects user information transmitting means for transmitting user information consisting of a user name, a telephone number, and a mail address, detects the identifier, and associates it with the identifier As a product order information transmitting unit for transmitting related information identifier acquisition means for acquiring related information identifiers for identifying the related information, and for transmitting product order information in which one or more related information identifiers and a mail address are combined. A program that demonstrates its function,
The agency system server device receives the user information and creates an agency user database that creates an agency user database in which a mail address and a telephone number are associated with each other, and a telephone number acquisition means that obtains a telephone number corresponding to the email address A product order agency information creating means for receiving the product order information and creating merchandise order agency information to which a telephone number corresponding to an e-mail address is added; and a merchandise order agency information transmitting means for sending the merchandise order agency information. Prepared,
The business system server device receives the user information, creates a user database that associates a telephone number and a user name, user database creation means, receives the merchandise order agency information, and receives a user name corresponding to the telephone number A user name acquisition unit for acquiring a product inventory status confirmation unit for confirming a stock status of a product, and a user order information in which the product order management information, a stock status of the product and a user name are combined into the operator terminal device. User order information creating means to be displayed on the screen, operator assigning means for confirming the availability of the operator and assigning an operator, and the user order information is displayed on the operator terminal device and a preparation completion signal from the operator terminal device to the user Automatic telephone call means for making phone calls. The features.

  According to this configuration, the user information input from the user terminal device is created in the agency system server device in the agency database in which the mail address and the telephone number are associated, and in the business system server device, the phone number and the user name are created. A user database associated with is created. Moreover, a related information identifier is acquired from the identifier detected by the user terminal device, and product order information is created. The agency system server device acquires a telephone number corresponding to the mail address added to the merchandise order information, and creates merchandise order agency information. The business system server device acquires the user name corresponding to the telephone number and the inventory status of the ordered product from the product order management information, displays the user order information on the operator terminal device, and assigns an operator who can be in charge. In response to a call preparation completion signal from the assigned operator, a call is made to the user.

  Therefore, if the identifier is detected by the user terminal device and the user information and the product order information are transmitted, a call is received from the call center operator. Since there is no call hold state until a call with the operator is possible and the operator knows the contents of the order, the call time can be shortened because the order contents are quickly put into the main subject. Also, the call center side can avoid the problem that it is difficult to connect to the operator and the complaint from the user that the call is kept on hold.

According to a second aspect of the present invention, in the television image-linked callback system according to the first aspect, the information identifier detection software transmits inquiry date / time information in which an inquiry date / time desired by the user is associated with an e-mail address. It has the function of inquiry date information transmission means,
The business system server device creates a query identifier each time the product order management information is received, and the user order information creation unit creates the query identifier in addition to the user order information. Query identifier information transmitting means for transmitting query identifier information consisting of an identifier and a telephone number associated with the query identifier,
The agency system server device registers the inquiry date and time received from the user terminal device as the value of the inquiry date and time item of a record having the same mail address in the agency user database, and receives the inquiry date and time from the business system server device. By registering the inquiry identifier as a value of an inquiry identifier item of a record having the same telephone number in the agency user database, the correspondence date and time of the same user and the inquiry identifier are taken to correspond to each other, and the agency user database A query date and time identifier transmitting means for transmitting a query identifier corresponding to the query date and time a predetermined time before the query date and time registered in
The operator assigning means assigns an operator based on the user order information corresponding to the inquiry identifier of the identifier with inquiry date.

  According to the second aspect of the present invention, it is possible to specify a desired inquiry date and time from the user terminal device when the user is watching the TV or when the user can watch the TV outdoors but cannot make a call. Calls with the operator can be made at daytime, making it easier to use TV shopping.

According to a third aspect of the present invention, in the television image-linked callback system according to the first or second aspect, the related information URL registration means for registering the identifier and the related information URL related to the identifier in association with each other; An identifier conversion server device comprising: an associated information URL transmitting means for receiving an identifier and transmitting the associated information URL related to the identifier;
Related information registration means for registering the related information URL and the related information identifier in association with each other; Related information identifier transmitting means for receiving the related information URL and transmitting the related information identifier associated with the related information URL; The related information identifier for specifying the related information is provided by the related information distribution server device comprising:

  According to a fourth aspect of the present invention, in the television image-linked callback system according to the first to third aspects, the business system server device includes a payment information registration means for registering the payment information confirmed by the operator through a call with the user. It is characterized by having.

  According to the present invention, when a user uses a mail order program such as TV shopping and wants to purchase a product while listening to a description of the product by a call center operator, the user terminal uses the user information and the identifier from the TV video and audio. If the product order information is created and transmitted from the related information that can be acquired by detecting the call, the call center operator calls the user. The user can remove the stress that it is difficult for the user to connect because there is no automatic voice response until the operator is connected and there is no call hold time that may occur thereafter. Moreover, the convenience of the user for mail-order use can be achieved by specifying the desired inquiry date and time.

  In addition, since the operator knows the user order information before calling the user from the call center, the user does not need to explain the contents of the order repeatedly. On the other hand, the operator can smoothly talk with the call center. It is possible to efficiently operate the call center by shortening the call time and grasping the number of inquiries.

1 is a diagram illustrating an overall configuration of a television video interlocking callback system 1. FIG. 3 is a block diagram showing a schematic configuration of an operator terminal device 200. FIG. 4 is a block diagram showing a functional configuration of an agency system server device 300. FIG. 3 is a block diagram showing a functional configuration of a business system server apparatus 400. FIG. 3 is a block diagram showing a functional configuration of an identifier conversion server device 500. FIG. 4 is a block diagram showing a functional configuration of a related information distribution server device 600. FIG. It is the figure which showed the function which the information identifier detection software 700 has. It is the figure which showed the flow of a process of registration of user information and inquiry date information. It is the figure which showed the flow of the process which acquires an identifier and transmits merchandise agency information. FIG. 6 is a diagram showing a flow of processing from receipt of merchandise agency information until an operator completes purchase of a merchandise through a call with a user. a This is a screen when the information identifier detection software 700 is activated on the user terminal device 200. b A user information input screen on the user terminal device 200. It is an inquiry date input screen on the user terminal device 200. a A screen displaying related information on the user terminal device 200. b This is a screen for inputting product order information on the user terminal device 200. c This is a screen for transmitting product order information on the user terminal device 200. It is a figure which shows an example of an identifier corresponding | compatible relevant-information URL table. It is a figure which shows an example of a related information URL corresponding | compatible related information identifier table. It is a figure which shows an example of a mail address corresponding | compatible telephone number table. b is a diagram showing an example of a user number table corresponding to telephone numbers. FIG. c is an example showing the contents of merchandise order agency information. It is a figure which shows an example of a goods inventory status table. a It is a figure of an example which shows the content of user order information. b is an example of the contents of payment information. It is a figure of an example which shows the operating condition of an operator. 6 is a diagram showing an example of user order information displayed on an operator terminal device 200. FIG.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is an overall system configuration diagram of a television video interlocking callback system 1.
Although not shown in the beginning, a distribution server device that distributes information identifier detection software necessary for operating the present invention is connected to the network 10, and the information identifier detection software can be downloaded from the distribution server device or can be read by a computer. It can be obtained by a simple storage medium (CD-R, DVD-R, memory card, etc.).

  As shown in FIG. 1, a user terminal device 100, an operator terminal device 200, an agency system server device 300, a business system server device 400, an identifier conversion server device 500, and a related information distribution server device 600 are provided. The user terminal device 100, the agency system server device 300, the identifier conversion server device 500 and the related information distribution server device 600 are connected via the network 10. The agency system server device 300, the business system server device 400, and the operator terminal device 200 are connected by a local area network (LAN) 20 (LAN). The operator terminal device 200 and the user terminal device 100 can make a call using a general subscriber telephone line and a call using an IP (Internet Protocol) network or the like.

  In this description, the agency system server device 300 and the business system server device 400 are connected by the local area communication network 20 (LAN). For example, the network system is constructed with a wide area network (WAN). You can also.

The network 10 is constructed by, for example, the Internet, a mobile communication network (including a base station), and a gateway. In addition, the user terminal device 100 can be connected to the network 10 and a mobile terminal having a telephone function is operationally effective. However, the user terminal device 100 can be connected to the network but does not have a telephone function. The details will be described later, but it can be operated by registering the telephone number at the time of user registration with a fixed telephone or the like.

FIG. 2 is a configuration diagram of the operator terminal device 200.
The operator terminal device 200 includes a CPU (Central Processing Unit) 201, a display device 202, an input device 203 including a keyboard and a touch panel sensor, a hard disk 204 as a storage device, a memory 205 such as a DRAM (Dynamic Random Access Memory), and local communication. In addition to a common configuration of a general-purpose computer such as a LAN card 208 for connection to the network 20, a telephone call modem 207 for making a phone call to a user, and headphones for inputting / outputting audio data necessary for the call And a headset 206 in which a microphone is set.

  Next, although not shown, the hardware configuration of the agency system server device 300, the business system server device 400, the identifier conversion server device 500, and the related information distribution server device 600 will be described. Each server device basically has the same hardware configuration as a general-purpose computer, and programs and the like for realizing various functions are stored in a storage device. However, considering the amount of data in which user information and order information are registered and the smooth response to users, it is desirable to operate on a large computer with higher specifications than a general-purpose computer.

  Hereinafter, an identifier from a TV video / audio, which is also a feature of the TV video-linked callback system 1 according to the present embodiment of the present invention, is acquired, and a call is made from a call center to a user without corresponding to an automatic voice response device. The elements that make up the function of purchasing and paying for goods through conversation with the operator will be described.

Note that the identifier is a sound signal that can be received from the television video sound, but there is no problem even if the signal is audible to humans. However, a special time is provided for transmitting the identifier in the television video, and the product etc. Although the identifier can be detected, such as overlapping with the voice explaining the above, it may also cause a harsh sound while watching TV. Therefore, it is preferable to create an identifier with a digital watermark signal in the TV video and audio and embed it in the TV video and audio, which is a known technique.
The digital watermark technique is a technique for embedding specific information in data such as an image, a moving image, and sound without substantially affecting image quality and sound quality. Therefore, the user can view a mail order program or the like without being aware of the identifier while watching the television. Furthermore, identifiers based on digital watermarks are effective for TV commercial product information and information such as clothes used in TV dramas other than mail-order programs.

First, product order information, product order agency information, inquiry identification information, user order information, and inquiry date / time information that are used in the TV video interlocking callback system 1 will be described.
The product order information is information including a related information identifier and an e-mail address. The product order agency information is information including product order information and a telephone number. The inquiry identification information is information consisting of an identifier and a telephone number given for each product order information. The user order information is information including product order management information, product stock status, telephone number, user name, and inquiry identifier. The inquiry date information is information including an email address and an inquiry date.

FIG. 7 shows functions of the information identifier detection software 700.
When the information identifier detection software 700 is interpreted and executed by the control unit of the user terminal device 10 on the user terminal device 100, user information transmission that transmits user information (user name, telephone number, mail address) with an interactive interface is transmitted. Means 701: An identifier is detected from the TV video and audio, a related information identifier and a related information URL are acquired from the detected identifier, and related information identifier acquisition means 702 for displaying the related information is displayed. Product order information (related information identifier, mail address) is displayed. It includes a series of commands that function as each means of the product order information transmitting means 703 for transmitting and the inquiry date / time information transmitting means 704 for transmitting inquiry date / time information (inquiry date / time, mail address) for specifying the inquiry date / time. Therefore, in the following description, it is assumed that the user terminal device 100 includes these units 701, 702, 703, and 704.

Next, components regarding functions of the agency system server device 300 will be described with reference to FIG.
The user information and product order information transmitted from the user terminal device 100 generally uses HTTP (Hypertext Transfer Protocol), a protocol used for transmitting / receiving data between a Web server and a Web browser on the network. In the present embodiment, HTTPS (Hypertext Transfer Protocol over Secure Socket Layer), which is used for the purpose of improving safety, is used on the connected network 10.

  HTTPS is an implementation of encrypted communication on HTTP. It is often used when entering member information or credit card number on the network. By using this HTTPS, in general, the risk of wiretapping / falsification of communication contents in the path between the Web server and the Web browser can be substantially avoided. Therefore, the replacement of the ordered product / number of user information and product inquiry information to be transmitted is substantially avoided.

  The user information is received by the agency user information reception unit 301 and stored in the agency user DB 307 of the agency storage unit 308 in association with the mail address and telephone number by the agency database creation unit 302. The product order information is received by the product order information receiving unit 303, and the telephone number acquisition unit 304 acquires the telephone number corresponding to the mail address of the product order information from the agency user DB 307. The merchandise order agency information creation means 305 converts the email address of the merchandise order information into the telephone number acquired by the telephone number acquisition means 304 and creates merchandise order agency information associated with the merchandise order information. The merchandise order agency information transmitting means 306 transmits the merchandise order agency information to the business system server apparatus 400 via the local area communication network 20 using HTTPS.

  The inquiry date / time information transmitted from the user terminal device 100 is received by the inquiry date / time information receiving unit 309, and the inquiry date / time is stored as the value of the inquiry date / time item of the record having the same mail address in the secondary user DB 307. The query identifier information transmitted from the device 400 is received by the query identifier information receiving unit 310, and the query identifier is stored as the value of the query date / time item of the record having the same telephone number in the secondary user DB 307, so that the same user Correspondence between the query date and time and the query identifier can be taken. The identifier information sending means 311 with inquiry date / time creates identifier information with inquiry date / time by associating the inquiry date / time with the inquiry identifier a predetermined time before each inquiry date / time stored in the agency user DB 307. Is transmitted to the business system server apparatus 400.

Although not shown, the agency database creation unit 302, the telephone number acquisition unit 304, the product order agency information creation unit 305, the product order agency information transmission unit 306, and the inquiry date / time identifier information transmission unit 311 are stored in the agency system server device 300. It functions when a computer program stored in the apparatus is started.
In addition, the computer program stored in the storage device of the agency system server device 300 is also activated for each of the agency user information receiver 301, the product order information receiver 303, the inquiry date / time information receiver 309, and the inquiry identifier receiver 310. By functioning.

In the agency system server device 300, only the mail address and the telephone number are stored and saved in the agency user DB 307 as user information, and the user name is not stored. Further, the merchandise order agency information is created, but is erased when the merchandise order agency information is transmitted and received by the business system server device 400 is confirmed. As a result, only the information stored in the agency user DB 307 is stored in the agency system server device 30, and the portion of the agency system server device 300 is changed to BPO ( A system configuration with high security is possible in a case where it is left to a specialized trader such as business process outsourcing) or in the case where it is installed away from the business system server device 400.
Further, even for a trader who specializes in such an agency system, the added value can be improved by performing time management corresponding to the inquiry time desired by the user.

Next, components regarding functions of the business system server apparatus 400 will be described with reference to FIG.
User information and merchandise order agency information transmitted via the agency system server apparatus 300 are performed via the local area network 20. Similar to the communication between the user terminal device 100 and the agency system server device 300 described above, HTTPS (Hypertext Transfer Protocol over Secure Socket Layer), which is more secure than HTTP, is used.

  The user information is received by the user information receiving unit 401 and stored in the user DB 404 of the user storage unit 43 in association with the user information telephone number and the user name by the user database creation unit 402. As for the user order information, the product order agency information receiving unit 406 receives the product order agency information, gives an inquiry identifier to the product order agency information by the inquiry identifier creation means 407, and uses the user name acquisition means 407 to obtain the product order agency from the user DB 404. The user name corresponding to the telephone number of the information is acquired, and the product inventory status confirmation unit 409 acquires the product inventory information having the number of products ordered and the scheduled arrival date from the product inventory DB 411 of the inventory management storage unit 410. Then, the user order information creating means 412 creates user order information including the merchandise order agency information to which the query identifier is added, the user name, and the merchandise inventory information, and stores it in the query DB 414 of the query storage unit 413. Next, user order information for which no inquiry date is specified is sent to the operator assignment means 415. The user order information for which the inquiry date is specified is created by the inquiry identifier information transmission means 416, and the inquiry identifier information in which the inquiry identifier of the user order information is linked to the telephone number is created and transmitted to the agency system server device 300.

The operator assigning means 415 having received the user order information without specifying the inquiry date and time has a field-specific operator operation status table as shown in FIG. , In response to ==, during break = [Delta]), the operation status column of the field operator operation status table is updated. The user terminal information 200 is searched for “O”, which is a display indicating “empty” shown in the operation status column of the field operator operation status table corresponding to the product, and the operator terminal device 200 displaying “O” is displayed. An allocation signal is transmitted to.
The operator assigning means 415 that has received the inquiry date / time identifier information from the business system server device 300 obtains the user order information from the inquiry DB 414 based on the inquiry identifier, and thereafter the user order information without the inquiry date designation described above. Same as if received.

  Upon receiving the call preparation completion signal from the operator terminal device 200 after the user order information is displayed on the operator terminal device 200 that has received the allocation signal, the automatic telephone calling means 417 automatically calls the displayed user. send.

  Based on the user order information, the operator inputs a delivery address and payment details from the input device 203 of the operator terminal device 200 through a conversation with the user. The payment information having the input delivery address and payment contents is registered in the payment information registration DB 405 of the user storage unit 403 by the payment information registration means 418.

Although not shown, user database creation means 402, query identifier creation means 407, user name acquisition means 408, product inventory status confirmation means 409, user order information creation means 412, operator assignment means 415, query identifier information transmission means 416, automatic The telephone transmission unit 417 and the settlement information registration unit 418 function when a computer program stored in the storage device of the business system server device 400 is activated.
The receiving units of the user information receiving unit 301 and the merchandise order agency information receiving unit 406 also function when a computer program stored in the storage device of the business system server device 400 is activated.

Next, components regarding functions of the identifier conversion server device 500 will be described with reference to FIG.
The identifier transmitted from the user terminal device 100 is received via the connected network 10. Similar to the communication between the user terminal device 100 and the agency system server device 300 described above, HTTPS (Hypertext Transfer Protocol over Secure Socket Layer), which is more secure than HTTP, is used.

The related information URL for displaying the related information page and the identifier indicating the related information URL are linked by the related information URL registration unit 502 and registered in the related information URL DB 504 of the related information storage unit 503. Thereby, an identifier correspondence related information URL table as shown in FIG. 14 is prepared in advance in the related information URL DB 504.
The identifier is received by the identifier receiving unit 501, and the related information URL transmission unit 505 acquires the related information URL corresponding to the identifier from the related information URL DB 504 and transmits it to the user terminal device 100.

  Although not shown, the related information URL registration unit 502, the related information URL transmission unit 505, and the identifier receiving unit 501 function when a computer program stored in the storage device of the identifier conversion server device 500 is activated.

Next, components regarding functions of the related information distribution server apparatus 600 will be described with reference to FIG.
The related information URL transmitted from the user terminal device 100 is received via the connected network 10. Similar to the communication between the user terminal device 100 and the agency system server device 300 described above, HTTPS (Hypertext Transfer Protocol over Secure Socket Layer), which is more secure than HTTP, is used.

The related information URL and the related information identifier related to detailed information (product information, etc.) on the page displayed by the related information URL are linked by the related information identifier registering means 602 and related in the related information DB storage unit 603. Register in the information DB 604. Thereby, in related information DB604. A related information URL correspondence related information identifier table as shown in FIG. 15 is prepared in advance.
The related information URL is received by the related information URL receiving unit 601, and the related information identifier transmitting unit 605 acquires the related information identifier corresponding to the related information URL from the related information DB 604 and transmits it to the user terminal device 100.

  Although not shown, the related information identifier registration unit 602 and the related information identifier transmission unit 605 function when a computer program stored in the storage device of the related information distribution server device 600 is activated.

  In the above description, the user terminal 100 receives the related information URL from the identifier conversion server device 500, accesses the related information URL received again, and acquires the related information identifier from the related information distribution server device 600. If the user receives the information identifier at the user terminal 100 without performing an operation for accessing the related information URL again by the command for operating the related information identifier acquisition unit 702 of the information identifier detection software 700 described above. The related information identifier can be acquired.

Next, the flow of processing of the television image linked callback system 1 will be described.
8 to 10 show the processing flow of the television image-linked callback system 1 when a user purchases a product using the television image-linked callback system 1. FIGS. 11 to 13 are examples of input screens of the user terminal device 100, and FIG. 20 is a screen example of the operator terminal device 200.

FIG. 8 is a diagram showing a flow of processing for registering user information and inquiry date information.
When the user starts the information identifier detection software 700 on the user terminal device 100, a startup screen is displayed on the user terminal device 200 as shown in FIG. 11a (S001). When the user uses the TV image-linked callback system 1 for the first time, the user presses the “first use” button 11, and then the user information input screen shown in FIG. 11 b is displayed. The user name, telephone number, and mail address, which are user information, are entered and the “Send” button 21 is pressed (S002). The agency system server device 300 creates in the agency user DB 307 the email address-corresponding phone number table shown in FIG. 16A in which the email address and the phone number are associated from the user information (S003). The business system server apparatus 400 creates a telephone number corresponding user name table shown in FIG. 16B in which the telephone number and the user name are associated with each other from the user information, and registers it in the user DB 404 (S004).

Next, in order to input inquiry date / time information desired by the user, the user presses the “Who wants to specify inquiry date / time” button 14 displayed on the startup screen, and then the inquiry date / time input screen shown in FIG. Is done. Input to either the date and time designation 51 or the day of the week and time designation 52 and press the “Send” button 53 (S005).
The agency system server device 300 registers the inquiry date in the inquiry date field of the telephone number table in FIG. 16a created in the agency user DB 307 corresponding to the email address of the inquiry date information (S006).

FIG. 9 is a diagram showing a flow of processing for acquiring an identifier and transmitting product agency information.
When the user activates the information identifier detection software 700 on the user terminal device 100, a startup screen (FIG. 11a) is displayed. If the user information has already been registered and it is desired to acquire the related information from the TV video and audio, the “Receive related information” button 12 is pressed (S011). An identifier is detected from the TV video and audio, and the detected identifier is transmitted to the identifier conversion server device 500. The identifier conversion server device 500 transmits the related information URL corresponding to the identifier from the identifier corresponding information URL table shown in FIG. 14 to the user terminal device 200 (S012). The related information URL received by the automatic processing of the information identifier detection software 700 is accessed from the user terminal device 200 (S013). Next, the related information distribution server device 600 receives access to the related information URL, acquires the related information identifier from the related information URL corresponding related information identifier table shown in FIG. 15, and the related information identifier and the related information page are the user terminal device. 200 (S014) and stored in the user terminal device 200 (S015).
As for the detection of the identifier, when the “reception of related information” button 12 is pressed, identifier detection is performed while the information identifier detection software 700 is running, and a plurality of identifiers can be detected. Already detected and duplicate identifiers are not detected. In addition, although it is possible to detect an identifier from recorded video and audio, since an expiration date information is added to the identifier, an identifier whose expiration date has passed is not detected.

Next, when the “display related information” button 13 is pressed from the startup screen (FIG. 11 a) of the user terminal device 200, the related information screen shown in FIG. 13 a is displayed. The user confirms the displayed information and presses the “Next” button 31 to view the next related information, and presses the “Delete” button 33 to delete the displayed related information. . To return to the start-up screen, the “return” button 34 is pressed. In order to place an inquiry for a product, when the “Enter Product Order Information” button 32 is pressed, a product order information input screen shown in FIG. 13B is displayed. The user selects a desired size or color in the selection column 45 of the product order information input screen, and the “save” button 41 is selected to save the input product order information, and the “save” button is not saved. 42 is pressed. In order to move to the next related information product order information input screen, the “next” button 43 is pressed, and the same operation as described above is performed on the displayed product order information input screen. This allows the user to enter and save one or more product order information. In order to return to the startup screen, the “return” button 44 is pressed to return to the startup screen.
Next, when the “Send Product Order Information” button 15 is pressed from the startup screen, a product order information send screen shown in FIG. 13C is displayed. When the “confirm product order information” button 51 on the displayed screen is pressed, all stored product order information is displayed as a list (not shown). If there is an error in the content of the displayed product order information list, the erroneous product order information can be deleted from the list.
Next, when requesting a call from the call center immediately from the product order information transmission screen, the “Inquiry Now” button 52 is used. When the “hope” button 53 is pressed, all the stored product order information including the mail address and the related information identifier is transmitted to the agency system server device 300 in a batch (S016). Next, the agency system server device 300 receives the merchandise order information, acquires a telephone number corresponding to the mail address of the merchandise order information from the agency user DB 307 (S017), and obtains merchandise agency information obtained by converting the mail address into a telephone number. It is created and transmitted to the business system server device 400 (S018). In the related information screen of FIG. 13a, the expiration date of the displayed related information is displayed, and it can be confirmed whether the stored information is valid.

FIG. 10 is a diagram showing the flow of processing from receipt of merchandise agency information until the operator has settled the purchase of the merchandise through a call with the user.
When receiving the merchandise agency information, the business system server apparatus 400 adds an identifier for each item (S021). Next, a user name corresponding to the telephone number of the merchandise agency information is acquired from the user DB 404 (S022), and merchandise and inventory information corresponding to the related information identifier is stored in the merchandise inventory DB 411 (FIG. 17a). ) (S023), the user order information shown in FIG. 18a is created and registered in the inquiry DB 414 (S024). Information in which “Now” is entered in the user order information inquiry date / time desired column is sent to the operator assignment, and the operator operation status table by field as shown in FIG. The operator is searched and the operator in charge is determined, and the user order information is displayed on the operator terminal device 20 (S025). When a call preparation completion signal is received from the operator terminal device 200, a call is automatically made to the user, and when the user responds to the ring tone, the call is started (S026).

  The business system server apparatus 400 creates query identifier information by associating a query identifier with a telephone number for user order information in which “Yes” is entered in the query date / time desired column of the user order information shown in FIG. 18A. Transmit (S027). Receiving the inquiry identifier information, the agency system server device 300 records the inquiry identifier corresponding to the telephone number of the inquiry identifier information in the inquiry identifier column of the mail address correspondence telephone number table shown in FIG. 16A (S028). Next, an inquiry date / time identifier in which the inquiry date / time and the query identifier are associated with each other is transmitted to the business system server 400 in the order of the inquiry date / time recorded in the mail address correspondence telephone number table (S029). ).

  The operator assignment of the business system server device 400 that has received the inquiry date / time identifier from the agency system server device 300 obtains the user order information from the inquiry DB 414 using the inquiry identifier as a key, and shows the operator who can be in charge from the contents of the user order information. The operating status in the field-specific operator operating status table as shown in FIG. 19 is searched to determine the operator in charge, and the user order information is displayed on the operator terminal device 20 (S025). When a call preparation completion signal is received from the operator terminal device 200, a call is automatically made to the user, and when the user responds to the ring tone, the call is started (S026).

The user order information shown in FIG. 20 is displayed on the operator terminal device 200. When the operator inputs settlement information including a delivery address obtained by a call with the user from the input device 203, the user terminal information shown in FIG. The payment information is registered in the payment information registration DB 405 (S027).

  According to the processing flow of the TV-linked callback system 1 described above, if the user inputs an order inquiry and user information of the product using the information identifier detection software, the operator terminal device that understands the inquiry content A phone call is made, and a product can be purchased by calling.

  This eliminates the need for a call center automatic voice response device, eliminates the need for a dial push operation until the operator is connected, and eliminates the subsequent call hold time, thereby eliminating the user complaint that connection is difficult. In addition, even if the user is in a state of waiting for a call from an operator, it is possible to complete other requirements, unlike the call holding state.

  In addition, by specifying the inquiry time when ordering products, if the user is in a situation where they cannot make a call immediately, for example, in the situation where they can watch TV but cannot make calls, they can only inquire about the product. , You can talk with the operator at the time when you can talk. On the other hand, it is also possible to predict the congestion of operators at the call center, making it easier to handle the arrangement of operators.

  Address information, etc. that is not in the user information is registered in the payment information that is created when a purchase is decided through a call with the operator, and there is no need to register the address information in association with the user information registration. Compared with security, it is safe.

  The TV image interlocking callback system 1 described in the embodiment shows the technical idea of the present invention with a specific example, and the present invention is limited to the configuration of the TV image interlocking callback system 1 described in the embodiment. Is not to be done. In the embodiment, the television image linked callback system 1 is configured to include the identifier conversion server device 500 via the network 10, but in the present invention, where the identifier conversion server device 500 is located is not an essential problem. Absent. For example, although not shown, a configuration in which the function of the identifier conversion server device 500 is built in the related information distribution server device 600 may be used. However, for a merchant handling a large amount of product information, it is necessary to distribute the load because the reception of the identifier and the page access to the related information URL are frequently performed, and the identifier conversion server device 500 and the related information distribution server device 600 are required. Requires a separate configuration. Therefore, the configuration in which the function of the identifier conversion server device 500 is built in the related information distribution server device 600 is suitable for a merchant that handles product information in commercial images and product information such as clothes used in TV dramas. is there.

DESCRIPTION OF SYMBOLS 1 Television image interlocking | linkage type callback system 10 Network 20 Local communication network 100 User terminal device 200 Operator terminal device 201 CPU
202 Display device 203 Input device 204 Hard disk 205 Memory 206 Headset 207 Modem for telephone call 208 LAN card 300 Intermediary system server device 301 Intermediary user information reception unit 302 Intermediary database creation unit 303 Commodity order information reception unit 304 Telephone number acquisition unit 305 Commodity Order agent information creation means 306 Product order agent information transmission means 307 Agent user DB
308 Intermediary storage unit 309 Inquiry date and time information receiving unit 310 Inquiry identifier information receiving unit 311 Inquiry date and time identifier information transmitting unit 400 Business system server device 401 User information receiving unit 402 User database creation unit 403 User storage unit 404 User DB
405 Settlement information registration DB
406 Merchandise order information receiving unit 407 Inquiry identifier creating unit 408 User name obtaining unit 409 Product inventory status obtaining unit 410 Inventory management storage unit 411 Product inventory DB
412 User order information creation means 413 Inquiry storage unit 414 Inquiry DB
415 Operator assignment unit 416 Query identifier information transmission unit 417 Automatic telephone transmission unit 500 Identifier conversion server device 501 Identifier reception unit 502 Related information URL registration unit 503 Related information URL storage unit 504 Related information URLDB
505 Related information URL transmission unit 600 Related information distribution server device 601 Related information URL receiving unit 602 Related information registration unit 603 Related information storage unit 604 Related information DB
605 Related information identifier transmission unit 700 Information identifier detection software 701 User information transmission unit 702 Related information identifier acquisition unit 703 Item order information transmission unit 704 Inquiry date information transmission unit

Claims (4)

A television video-linked callback system that provides services to a user terminal device equipped with information identifier detection software that detects an identifier from television video and audio,
The television image-linked callback system is a television that is used by connecting an operator terminal device used by an operator who performs a telephone contact service, an agency system server device, and a business system server device via a network and a telephone line. A video-linked callback system,
The information identifier detection software, when activated by the user terminal device, detects user information transmitting means for transmitting user information consisting of a user name, a telephone number, and a mail address, detects the identifier, and associates it with the identifier As a product order information transmitting unit for transmitting related information identifier acquisition means for acquiring related information identifiers for identifying the related information, and for transmitting product order information in which one or more related information identifiers and a mail address are combined. A program that demonstrates its function,
The agency system server device receives the user information and creates an agency user database that creates an agency user database in which a mail address and a telephone number are associated with each other, and a telephone number acquisition means that obtains a telephone number corresponding to the email address A product order agency information creating means for receiving the product order information and creating merchandise order agency information to which a telephone number corresponding to an e-mail address is added; and a merchandise order agency information transmitting means for sending the merchandise order agency information. Prepared,
The business system server device receives the user information, creates a user database that associates a telephone number and a user name, user database creation means, receives the merchandise order agency information, and receives a user name corresponding to the telephone number A user name acquisition unit for acquiring a product inventory status confirmation unit for confirming a stock status of a product, and a user order information in which the product order management information, a stock status of the product and a user name are combined into the operator terminal device. User order information creating means to be displayed on the screen, operator assigning means for confirming the availability of the operator and assigning an operator, and the user order information is displayed on the operator terminal device and a preparation completion signal from the operator terminal device to the user Automatic telephone call means for making phone calls. TV video-linked call-back system according to claim. The information identifier detection software includes a function of inquiry date and time information transmission means for transmitting inquiry date and time information associated with an inquiry date and time and a mail address desired by the user,
The business system server device creates a query identifier each time the product order management information is received, and the user order information creation unit creates the query identifier in addition to the user order information. Query identifier information transmitting means for transmitting query identifier information consisting of an identifier and a telephone number associated with the query identifier,
The agency system server device registers the inquiry date and time received from the user terminal device as a value of an inquiry date and time item of a record having the same mail address in the agency user database, and the inquiry received from the business system server device. By registering the identifier as the value of the query identifier field of the record having the same telephone number in the agency user database, the query date and time of the same user and the query identifier are taken into account and registered in the agency user database. A query date and time identifier transmitting means for transmitting a query identifier corresponding to the query date and time a certain time before the query date and time,
2. The television image interlocking callback system according to claim 1, wherein the operator assigning means assigns an operator based on the user order information corresponding to the inquiry identifier of the inquiry date / time identifier. Related information URL registration means for linking and registering the identifier and related information URL related to the identifier; and related information URL transmitting means for receiving the identifier and transmitting the related information URL related to the identifier. An identifier conversion server device,
Related information registration means for registering the related information URL and the related information identifier in association with each other; Related information identifier transmitting means for receiving the related information URL and transmitting the related information identifier associated with the related information URL; 3. The television image-linked callback system according to claim 1, wherein the related information identifier for specifying the related information is provided by the related information distribution server device comprising: 4. The television image-linked callback system according to claim 1, wherein the business system server device includes a payment information registration means for registering payment information confirmed by an operator through a call with a user.

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