JP2020184217A - Communication system, terminal device, communication method, and program - Google Patents

Abstract

To provide a communication system that can utilize concern toward an advertisement by a user who saw the advertisement, to serving the user.SOLUTION: There is provided a communication system 100 in which a first terminal device 10 and a second terminal device 70 communicate each other over a network, and that is characterized in that: the second terminal device transmits, to the first terminal device, information relating to a level of concern of a second terminal device's user toward a displayed advertisement; and the first terminal device displays, in a real-time manner, the level of concern of the second terminal device's user who is viewing the advertisement, based on the information relating to the level of concern.SELECTED DRAWING: Figure 1

Description

The present invention relates to communication systems, terminal devices, communication methods, and programs.

With the spread of the Internet, advertisers such as companies often display advertisements for their products and services in the advertising space of websites. A user who visits a website clicks or taps an advertisement of interest to access the company's landing page embedded in the advertisement. In addition, users can register as members or apply for campaigns on the landing page.

Advertisers refer to indicators that measure the effectiveness of advertisements, such as the click rate and conversion rate of displayed advertisements, and evaluate what kind of advertisement is effective in which medium, and then place the next advertisement. (See, for example, Patent Document 1). Patent Document 1 discloses a technique for evaluating an advertising effect in real time on the advertiser side without relying on an advertising agency.

However, with the conventional technology, there is a problem that the interest of the person who sees the advertisement cannot be utilized for customer service. For example, a communication system in which an operator serves a user via a network is known, and it is being considered that the communication system presents various advertisements to the user to be useful for sales promotion. However, even if the user clicked on the advertisement, which advertisement the user was interested in was not utilized during the customer service.

In view of the above problems, an object of the present invention is to provide a communication system or the like capable of utilizing the interest of the user who has seen the advertisement in the advertisement for the customer service of the user.

In view of the above problems, the present invention is a communication system in which a first terminal device and a second terminal device communicate with each other via a network.
The second terminal device transmits information about the degree of interest of the user of the second terminal device to the displayed advertisement to the first terminal device.
The first terminal device is characterized in that the degree of interest of a user of the second terminal device viewing the advertisement is displayed in real time based on the information about the degree of interest.

It is possible to provide a communication system that can utilize the interest of the user who has seen the advertisement in the advertisement for the customer service of the user.

It is a figure explaining the outline of the control of the peripheral device in a communication system. It is a schematic block diagram of an example of a communication system. It is a hardware configuration diagram of an example of a terminal device. It is a hardware configuration diagram of an example of a management system. It is a software configuration diagram of an example of a terminal device. It is a functional block diagram of an example of a terminal device and a management system which a communication system has. It is a figure which shows an example of the destination management DB, the presence management DB, and the destination management DB. It is a figure which shows an example of the advertisement data management DB, the advertisement management DB, and the terminal state management DB. It is a sequence diagram which shows an example of the process which a terminal device logs in to a management system. It is a figure which shows an example of the reception screen. It is a sequence diagram which shows an example of the process of transmitting presence information. It is a flow chart which shows an example of the process which manages the presence for each feature. It is a sequence diagram which shows an example of the process which starts a communication. It is a figure which shows an example of the screen of the feature list displayed when the presence management table is in the state of Table 2. It is a sequence diagram which shows an example of the process of updating the destination of the call start request. It is a sequence diagram which shows an example of the process which establishes communication between a terminal device. It is a figure which shows the display example of a message. This is an example of a sequence diagram for explaining the processing performed by the communication system when the operator suspends customer service. It is a figure explaining the operation of the operator at the time of holding. This is an example of a flowchart for explaining the processing performed by the guest terminal device. It is an example of the flowchart diagram explaining the process performed by the terminal device of an operator. It is a figure which shows an example of the advertisement screen displayed by the terminal device operated by a guest. It is a figure explaining the interest degree screen displayed by the terminal device operated by an operator (the 1). This is an example of the interest level screen displayed when the terminal device operated by the operator receives the interest level data (No. 2). This is an example of the interest level screen displayed when the terminal device receives the interest level data (No. 3). This is an example of a flowchart showing a procedure in which the interest level display unit displays the interest level screen of FIG. 25. It is a figure explaining the display method of the interest degree screen using the line-of-sight direction. It is a figure which shows an example of the advertisement management table in which the number of votes is associated with each tag. This is an example of the interest level screen displayed when the terminal device operated by the operator receives the interest level data (No. 4). This is an example of a flowchart showing a procedure in which a terminal device operated by a guest measures the number of votes for each tag. This is an example of a flowchart showing a procedure in which the interest level display unit displays the interest level screen of FIG. 29. It is a figure which shows an example of the heat map displayed overlaid on the individual advertisement page. It is a figure which shows an example of the advertisement and the degree of interest which a terminal device displays during customer service.

Hereinafter, as an example of a mode for carrying out the present invention, a communication system and a communication method performed by the communication system will be described.

Hereinafter, embodiments for carrying out the present invention will be described with reference to the drawings.

<Outline of overall operation>
FIG. 1 is a diagram illustrating an outline of providing an advertisement and measuring a customer's interest in the advertisement in the communication system 100 of the present embodiment. In FIG. 1, a video conference is held between the two terminal devices 10 and 70. It is assumed that the terminal device 10 is arranged in the call center and the terminal device 70 is arranged in the store. The terminal device 10 is operated by the operator a, and the terminal device 70 is operated by the guest g who has visited the store. A Web camera 101 and a document camera 102 are connected to the terminal devices 10 and 70. Further, a touch panel 190 is connected to the terminal device 70 so that the guest g can handwrite information.

(1) As shown in FIG. 1A, during customer service, the terminal device 10 (an example of the first terminal device) has the terminal device 70 (an example of the second terminal device) as the Web camera 101 or the document camera 102. The image (which may be a moving image or a still image) captured in 1 is displayed on the display 720. Similarly, the terminal device 70 displays an image (which may be a moving image or a still image) captured by the terminal device 10 with the Web camera 101 or the document camera 102 on the display 720. Operator a and guest g can talk with each other while looking at each other's faces.

(2) When the operator a leaves his / her seat to search for materials, for example, the operator a presses the hold button. FIG. 1B shows a screen displayed on the terminal devices 10 and 70 during the hold. By pressing the hold button, the terminal device 70 displays the advertisement screen 501. Guest g can operate the advertisement screen 501 to view the details of any advertisement that he / she is interested in. By displaying the advertisement screen 501 on the terminal device 70, the store side can advertise the product or service, and the state of the call center where the operator a is away from the desk is displayed on the terminal device 10. Can be suppressed.

Further, when the operator a presses the hold button, the interest level screen 601 is displayed on the terminal device 10. Although the details will be described later, the interest level screen 601 is a screen on which the measurement result of how much interest the guest g has shown in which advertisement is displayed. When guest g clicks on an advertisement, the fact that he / she is interested in the advertisement is reflected on the interest level screen 601 in real time. By the time the operator a who is away from the desk returns to the terminal device 10, the tendency of the guest g's interest in the advertisement becomes clear, and the operator a who resumes the customer service can proceed with the business negotiation in consideration of the guest g's interest.

As described above, the communication system 100 of the present embodiment delivers the advertisement to the store side while the customer service is on hold, measures the degree of interest of the user in the advertisement from the operation on the advertisement, and provides the advertisement to the call center in real time. As will be described later, the degree of interest displayed on the degree of interest screen 601 is visualized, and the operator a can easily grasp how much interest the guest g has in which advertisement. Therefore, the operator a can immediately reflect the advertisement that the guest is interested in in the customer service and serve the customer. Since the measurement result of the degree of interest can be reflected immediately, the time when the operator a is temporarily away from the desk (the time when the customer is not serving) can be effectively utilized.

<Terminology>
Hold is a process of interrupting transmission and reception of a part or all of video or audio while maintaining a communication session.
-Interrupt the transmission of video and audio on the operator a side. Since the video and audio on the guest side are transmitted by the guest side, the operator a side can receive them in principle. Exceptionally, the operator a may be able to operate so as not to receive the video and audio of the guest side. The terminal device 10 on the operator a side displays the interest level screen 601.
-Continue to transmit guest video and audio. Transmission of audio only may continue. Since the video and audio are not transmitted from the operator a side, they are not received by the guest side. The terminal device 70 on the guest side displays the advertisement screen 501.

Advertising is to widely inform people about products and services and attract people's attention. Alternatively, it refers to the data for that purpose. The advertisement displayed by the terminal device 70 in the store is mainly related to the goods or services handled in the store. For example, in the case of a travel agency, the terminal device 70 displays a travel advertisement. However, the advertisement displayed by the terminal device 70 in the store is not limited to those related to the products or services handled in the store. For example, a travel agency may offer a cosmetics advertisement. In this case, the travel agency can earn royalties from the cosmetics company, and the operator can grasp which cosmetics he / she is interested in and serve customers by expanding the conversation or associating with the products and services handled in the store. ..

<System example>
FIG. 2 is a schematic configuration diagram of an example of the communication system 100 of the present embodiment. As shown in FIG. 2, the communication system 100 of the present embodiment includes a plurality of terminal devices 10, 70, one or more relay devices 30, and one or more management systems 50 installed at each base. Here, the base is the place where the activity is based. The location of the terminal devices 10 and 70 or the location of the user is the base. FIG. 2 shows three bases (call center 8, store 7X, and store 7Y).

Terminal devices 10a to 10d are arranged in the call center 8, terminal devices 70x are arranged in the store 7X, and terminal devices 70y are arranged in the store 7Y. The number of terminal devices 10 and 70 is not limited to the number shown in the figure. Further, any terminal device among the plurality of terminal devices 70x and 70y is referred to as "terminal device 70", and any terminal device among the plurality of terminal devices 10a to 10d is referred to as "terminal device 10". Of the plurality of stores 7X and 7Y, any store is represented as "store 7".

The call center 8 is a department that responds to inquiries from guests. A person who responds to an inquiry at the call center 8 is referred to as an operator a in the present embodiment. It may be referred to as a concierge, explainer, instructor, or advisor. In addition, the store 7 is a facility for conducting business. There is a pamphlet of the actual product or service that guests can visit. For example, a travel agency, a bank, a clinic, etc. can be considered, but any facility visited by the user may be used. A guest who visits the store 7 operates a terminal device 70 arranged in advance to start a video conference with the terminal device 10 of the call center 8. By doing so, the number of clerk resident in the store 7 can be minimized, and a highly specialized clerk and a guest in each place can have a video conference.

In FIG. 2, the terminal device 10 for the operator a is arranged in the call center 8, but the terminal device 10 for the operator a may be arranged in the store 7. For example, when the store 7 is in a quiet state, the staff of the store 7 can handle it as the operator a. As described below, the terminal devices 10 and 70 may be general information processing devices, so the application software (application software for video conferencing) can be used to switch between the operator a and the guest.

The terminal devices 10 and 70 may be general information processing devices such as a PC (Personal Computer). The application software for the operator a is installed in the terminal device 10, and the application software for the guest is installed in the terminal device 70. Therefore, the attribute information of each terminal device 10, 70 is determined by the application software. The attribute information is information indicating what kind of user the user of the terminal device is. For example, it is known whether the guest g or the operator a. Further, the attribute information may be stored in the application software, may be stored in the terminal device, or may be input by the user or the like. When the application software remembers it, it can be said to be the attribute information of the application software.

Since the terminal devices 10 and 70 are general information processing devices, they can execute software such as a presentation and a browser in addition to the application software for video conferencing. The terminal devices 10 and 70 include a tablet terminal, a smartphone, a PDA (Personal Digital Assistant), and the like, in addition to a PC. However, it suffices if the application software can be executed. For example, a car navigation device, a television receiver, a digital signage terminal, an electronic blackboard, a projector, or the like may be used. Further, the terminal devices 10 and 70 do not have to be the same type of information processing device.

A dedicated terminal device dedicated to video conferencing may be used for the terminal devices 10 and 70. As one form, there is a dedicated terminal device that logs in to the management system 50 and transmits / receives video and audio only by turning on the power.

The communication system 100 of the present embodiment will be described as being applied to video conferencing. However, the communication system 100 is also applied to a communication system or a data communication system. Further, the communication system 100 includes a data providing system that transmits image data or audio data in one direction from one terminal device 10 to a plurality of terminal devices 10 via a server. In addition, video conferencing may be referred to as video conferencing. In addition to video conferencing, it may be called remote conferencing, remote counseling, remote consulting, etc.

The terminal device 10, the management system 50, and the relay device 30 are connected to the communication network 1 or 2. The communication network 1 may be a general network such as a LAN (Local Area Network) or the Internet. For example, a dedicated line such as Wide Area Ethernet (registered trademark) or VPN (Virtual Private Network) may be included. In the case of wireless communication, the terminal device connects to the communication network 2 (mobile communication network) using the base station 2a as an access point. The communication network 2 includes a place where wireless communication such as WiFi (Wireless Fidelity), 3G, 4G, LTE (Long Term Evolution), 5G, and Bluetooth (registered trademark) is performed.

In the communication system 100 of the present embodiment, a plurality of terminal devices 10 and 70 transmit and receive image data (including still images and moving images, which may also be referred to as video data) and audio data via the relay device 30. Do. At this time, a management information session for transmitting and receiving various management information is established between the plurality of terminal devices 10 and 70 via the management system 50. Further, a data session for transmitting and receiving image data and audio data is established between the plurality of terminal devices 10 and 70 via the relay device 30. Here, in particular, the image data transmitted / received in the data session is scalable encoded data, for example, high-quality video encoded data, medium-quality video encoded data, and low-quality video. The coded data is transmitted and received on different channels.

As a function of the video conferencing, the terminal devices 10 and 70 transmit the image data captured by the camera (imaging device), the audio data collected by the microphone, and the material data used for explanation and the like to the video conferencing via the relay device 30. There is a function to transmit to the terminal devices 10 and 70 of other bases participating in. Further, the handwritten information can be transmitted to the terminal devices 10 and 70 at other bases. Further, there is a function of displaying image data, material data and handwritten information received from terminal devices 10 and 70 of other bases on a display and outputting the received audio data from a speaker. Image data, material data, handwritten information, and audio data may be collectively referred to as content data.

When the video conference is started, the terminal devices 10 and 70 transmit image data, audio data, material data and handwritten information to the relay device 30, and the relay device 30 is another terminal participating in the video conference. Image data, audio data, material data and handwritten information are transmitted to the device. Further, the terminal devices 10 and 70 receive image data, audio data, material data, and handwritten information from the other terminal device 10 via the relay device 30.

The management system 50 manages the communication IDs of the terminal devices 10 and 70, and functions as a call control server that performs call control such as starting a session between two or more terminal devices when an incoming call is received. Since the management system 50 is a server, it has a function of an information processing device. Call control refers to a series of processes for making or disconnecting a call, such as making a call to start a communication, receiving an incoming call, answering an incoming call, and disconnecting the communication. In addition, in many cases, authentication, search, and life and death monitoring of terminal devices 10 and 70 are also performed. Further, the management system 50 also manages a database necessary for controlling the communication system 100 such as authentication information of the terminal devices 10 and 70.

The relay device 30 is a server (information processing device) that relays image data, audio data, material data, and handwritten data from the terminal devices 10 and 70 at one base to the terminal devices 10 and 70 at the other base. The management system 50 monitors the bands of the communication networks 1 and 2 and the communication load of the relay device 30, and allocates an appropriate relay device 30 to the terminal devices 10 and 70.

<Hardware configuration example>
FIG. 3 is a hardware configuration diagram of an example of the terminal devices 10 and 70. As shown in FIG. 3, the terminal devices 10 and 70 include a CPU 701 that controls the operation of the entire terminal device, a ROM (Read Only Memory) 702 that stores a program, a RAM 703 that is used as a work area of the CPU 701, and a CPU 701. HDD (Hard Disk Drive) 704 that reads or writes data according to the control of, media I / F707 that controls reading or writing (storage) of data to a recording medium 706 such as a flash memory, and a subject according to the control of CPU701. It is equipped with cameras 712a and 712b that capture image data and obtain image data.

The HDD 704 stores an operating system (OS) executed by the CPU 701, other programs, and various data. Further, the cameras 712a and 712b are charge coupling elements that convert light into electric charges and digitize the image of the subject. The cameras 712a and 712b may be CMOS (Complementary Metal Oxide Semiconductor) sensors or CCD (Charge Coupled Device) sensors. There may be three or more cameras 712a and 712b. Any camera among the cameras 712a and 712b is referred to as "camera 712".

Further, the terminal devices 10 and 70 use a microphone 714 that converts sound into a sound signal, a speaker 715 that converts sound signal into sound, an antenna 711a, and a wireless communication signal using the antenna 711a to connect with the nearest base station 2a. A communication unit 711 that communicates, a display 720 such as a liquid crystal or organic EL that displays an image of a subject and various icons, and a pressure-sensitive or electrostatic panel mounted on the display 720, such as a finger or a touch pen. It is provided with a touch panel 721 that detects a touch position on the display 720 by touching with a speaker, and a bus line 710 such as an address bus or a data bus for electrically connecting each of the above parts.

Further, in FIG. 3, although there is one microphone 714 and speaker 715, there may be two or more microphones 714 and speaker 715.

FIG. 4 is a hardware configuration diagram of an example of the management system 50. The management system 50 is for the CPU 201 that controls the operation of the entire management system 50, the ROM 202 that stores programs used for driving the CPU 201 such as the IPL (Initial Program Loader), the RAM 203 that is used as the work area of the CPU 201, and the management system 50. HD204 that stores various data such as programs of the above, HDD205 (Hard Disk Drive) that controls reading or writing of various data to HD204 according to the control of CPU201, reading or writing (storage) of data to recording media 206 such as flash memory Media I / F 207 that controls, display 208 that displays various information such as cursors, menus, windows, characters, or images, network I / F 209 for data communication using communication networks 1 and 2, characters, numerical values , Keyboard 211 with multiple keys for inputting various instructions, Mouse 212 for selecting and executing various instructions, selecting processing targets, moving the cursor, etc., CD- as an example of removable recording medium A CD-ROM drive 214 that controls reading or writing of various data to ROM 213 (Compact Disc Read Only Memory), and an address bus for electrically connecting each of the above components as shown in FIG. It is equipped with a bus line 210 such as a data bus.

Since the relay device 30 has the same hardware configuration as the management system 50, the description thereof will be omitted.

<Application software>
FIG. 5A is a software configuration diagram of the terminal device 10 according to the embodiment. The application software A1 for the operator a is installed in the terminal device 10. As shown in FIG. 5A, the OS 1020 and the application software A1 for the operator a operate on the work area 1010 of the RAM 703 of the terminal device 10. Of these, OS 1020 is basic software that provides basic functions and manages the entire terminal device 10. The application software A1 for the operator a is an application for communicating with other terminal devices 10 and 70.

FIG. 5B is a software configuration diagram of the terminal device 70 according to the embodiment. Application software A7 for guests is installed in the terminal device 70. As shown in FIG. 5B, the OS 1020 and the guest application software A7 operate on the work area 1010 of the RAM 703. Of these, OS 1020 is basic software that provides basic functions and manages the entire terminal device 70. The guest application software A7 is an application for communicating with other terminal devices 10 and 70.

However, the functions of the guest application software A7 are limited to those of the operator a application software A1. This is because of the design policy that the operation is performed by the operator a in principle and the guest only needs to perform the minimum operation. As an example, the operations that the guest can perform are as follows.
1. 1. Pressing the call button of operator a 2. Volume control of speaker 715 3. Switching the display / non-display of the image of the own base Therefore, the operator a also switches from the customer service to the hold or from the hold to the customer service.

The application software communication protocols include (1) SIP (Session Initiation Protocol), (2) H.323, (3) SIP extension protocol, (4) Instant Messenger protocol, and (5) SIP MESSAGE. Protocols using methods, (6) Internet Relay Chat protocol (IRC), (7) Protocol that extends the instant messenger protocol, etc. can be mentioned. Of these, (4) instant messenger protocols are, for example, (4-1) XMPP (Extensible Messaging and Presence Protocol), or (4-2) ICQ (registered trademark), AIM (registered trademark), or Skype (registered). It is a protocol used in (trademark) and the like. (7) A protocol that extends the instant messenger protocol is, for example, Jingle.

<About functions>
FIG. 6 is a functional block diagram of an example of the terminal devices 10, 70, and the management system 50 included in the communication system 100 of the present embodiment. Since the relay device 30 only relays image data, its function is omitted in FIG.

<< Functional configuration of terminal device >>
Hereinafter, the functions of the terminal device 10 used by the operator a of the call center 8 and the terminal device 70 used by the guest who visits the store 7 will be described. The difference in this function is the difference in application software. However, the functions may be different if the terminal device of the call center 8 and the terminal device of the store 7 execute the same application software and prepare an operation that can be executed only by the operator a by authentication.

-Terminal device of call center The terminal device 10 of the call center 8 is a transmission / reception unit 11, an operation input reception unit 12, an activation unit 13, an attribute information transmission unit 14, an attribute information reception unit 15, an image output unit 16, an imaging unit 17, and an audio output. It has a unit 18, a voice acquisition unit 19, a terminal identification unit 20, an interest level data receiving unit 21, an interest level display unit 22, and a storage / reading processing unit 29. Each of these parts has a function realized by operating any of the components shown in FIG. 3 by a command from the CPU 701 according to the application software A1 for the operator a developed on the RAM 703 from the HDD 704. Or a means.

Further, the terminal device 10 has a RAM 703 shown in FIG. 3 and a storage unit 1000 constructed by the HDD 704. The storage unit 1000 stores the application software A1 for the operator a downloaded from the management system 50 or the like, and temporarily holds image data, audio data, material data, and handwritten information. The attribute information (operator a) 1002 set by the application software A1 for the operator a, and the pending information 1003 in the case of being held are also stored.

Further, the storage unit 1000 stores a communication ID (Identification) for identifying the terminal device 10, a password, and the like. ID is an abbreviation for Identification and means an identifier or identification information. An ID refers to a name, a code, a character string, a numerical value, or a combination of one or more of these, which is used to uniquely distinguish a specific object from a plurality of objects. The same applies to other IDs.

The transmission / reception unit 11 transmits / receives various data (or information) to the management system 50 and the relay device 30 (communicate with other terminal devices 10 via these) via the communication networks 1 and 2. The transmission / reception unit 11 starts receiving state information indicating the state of each terminal as a candidate for a communication partner from the management system 50 before starting a call with a desired destination terminal.

The operation input receiving unit 12 receives various inputs to the terminal device 10 by the operator a of the call center 8. For example, when the user turns on the power switch, the operation input receiving unit 12 receives the power on and notifies the starting unit 13.

The activation unit 13 activates the terminal device 10 by turning on the power. For example, the IPL is executed to read the application software A1 for the operator a of the storage unit 1000 and transfer it to the RAM 703 of FIG. Further, the activation unit 13 performs processing such as logging in the terminal device 10 to the management system 50 by causing the CPU 701 to execute the application software A1 for the operator a.

The attribute information transmission unit 14 transmits the attribute information (operator a) stored in the storage unit 1000 to another terminal device 70 participating in the video conference via the transmission / reception unit 11. If the instruction is from the operator a, the terminal device 70 can make a determination such as accepting the control of the peripheral device.

The attribute information receiving unit 15 receives the attribute information from the terminal device 70 of the store 7 participating in the video conference via the transmitting / receiving unit 11. The attribute information may be automatically transmitted at the start of a video conference or the like, or may be transmitted in response to a request from the attribute information receiving unit 15 of the terminal device 10 of the call center 8.

The image output unit 16 controls to send the image data, the material data, and the handwritten information transmitted from the relay device 30 to the display 720. Further, the image output unit 16 causes the display 720 to display a communication screen on which image data, material data, or handwritten information is displayed.

The imaging unit 17 converts the imaging data obtained by imaging the subject with the cameras 712a and 712b into predetermined image data and outputs the image data. The image pickup unit 17 can output an image by switching between cameras 712a and 712b.

The audio output unit 18 reproduces and outputs the audio data transmitted from the relay device 30 from the speaker 715.

The voice acquisition unit 19 converts the operator's voice into a voice signal by the microphone 714, and then converts the voice signal into predetermined voice data and outputs the voice signal.

The terminal identification unit 20 identifies the terminal device 70 in which the guest application software A7 is installed based on the attribute information. The attribute information includes whether the terminal device (installed application software) is for operator a or for guest.

The interest level data receiving unit 21 receives the interest level data of the guest g participating in the same conference, which is aggregated by the management system 50, from the management system 50 in real time. The interest level data may be received by the terminal device 10 by requesting it from the management system 50, or may be unilaterally transmitted from the management system 50.

The interest level display unit 22 displays the interest level screen 601 that visualizes the interest level data transmitted from the management system 50 on the display 720. Visualization means simply displaying the interest level data, but preferably, it means processing and displaying the interest level data so that it can be visually understood. For example, it is said that the operator a can easily grasp the interest of the guest g by converting the numerical value into a size or length or converting it into a color and displaying it. Further, as another form of visualization, the interest level display unit 22 displays an interest level screen 601 in which advertisements are sorted in descending order of interest level or advertisement names are emphasized.

The storage / reading processing unit 29 performs a process of storing various data in the storage unit 1000 and reading various data stored in the storage unit 1000.

-Store terminal device The terminal device 70 of the store 7 is a transmission / reception unit 71, an operation input reception unit 72, an activation unit 73, an attribute information transmission unit 74, an image output unit 75, an imaging unit 76, an audio output unit 77, and an audio acquisition unit. It has 78, a state management unit 79, a transmission control unit 80, an advertisement data reception unit 81, an advertisement display unit 82, an operation information transmission unit 83, a line-of-sight direction detection unit 84, and a storage / reading processing unit 89. In these explanations, the difference from the terminal device 10 for a call center will be mainly described.

The state management unit 79 manages the state of the destination candidate, which is realized by the command from the CPU 701 and is based on the presence information sent from the terminal device 10.

The transmission control unit 80 is realized by an instruction from the CPU 701, and controls the transmission of a call start request to the destination candidate based on the state of the destination candidate.

The advertisement data receiving unit 81 receives the advertisement data from the management system 50. The advertisement data to be transmitted is determined by the setting of the operator a as described with reference to FIG. With this setting, it is also possible to automatically select based on the attributes of guest g (information extracted from questionnaires and past travel history such as age, gender, travel destination to go to).

When the state managed by the state management unit 79 is pending, the advertisement display unit 82 gives priority to the communication screen output by the image output unit 75 and displays the advertisement screen 501 including the advertisement data received by the advertisement data receiving unit 81. Show on display 720. When the state managed by the state management unit 79 is no longer pending (returning to customer service), the advertisement display unit 82 ends the display of the advertisement screen 501, and the image output unit 75 displays the communication screen on the display 720.

The operation information transmission unit 83 transmits the operation information for the advertisement screen 501 to the management system 50 in real time. Therefore, the operation input reception unit 72 detects operation information such as which advertisement is clicked and how long the clicked advertisement is displayed. In addition, the line-of-sight direction detection unit 84 detects which part of the advertisement screen 501 has attracted attention. The operation information transmission unit 83 transmits operation information including information on the line of sight to the management system 50.

The line-of-sight direction detection unit 84 detects the line-of-sight direction of the guest g. A known method shall be adopted as the method for detecting the line-of-sight direction. For example, the line-of-sight direction detection unit 84 detects the reference point and the moving point from the imaging range of the eye in the image data in which the face of the guest g is captured, and recognizes the line-of-sight direction based on the relative position of the reference point and the moving point. .. As an example, there is a method of selecting the inner corner of the eye as a reference point and an iris as a moving point, and a method of selecting a corneal reflex as a reference point and a pupil as a moving point. When corneal reflex is used as the reference point, a point light source such as infrared light is irradiated.

The line-of-sight direction detection unit 84 identifies the face portion from the image data, identifies characteristic parts such as eyebrows, nostrils, eyes, and lips from the face portion, and specifies the position of the eyes from these arrangement relationships. Once the eye position is identified, the inner corner of the eye, iris, corneal reflex and pupil can be detected. A table in which the line-of-sight direction is associated with the relative position of the reference point and the moving point is prepared in advance, and the line-of-sight direction detection unit 84 recognizes the line-of-sight direction with reference to this table. The line-of-sight direction is represented by, for example, a vector of a three-dimensional coordinate system whose origin is the center of the image sensor of the camera.

In addition to the attribute information (guest) 7004, the destination management DB 7001, the presence management DB 7002, the destination management DB 7003, and the pending information 7005 indicating that the information is pending are constructed in the storage unit 7000 of the terminal device 70 of the store 7. Has been done.

FIG. 7A shows an example of the destination management table stored in the destination management DB 7001. In the destination management table, the communication ID of the terminal device 10 of the operator a, which is a destination candidate, the presence indicating the state of the destination candidate, and the feature information indicating the characteristics of the destination candidate are managed in association with each other. The communication ID is information for specifying a communication destination in the communication system 100. The communication ID is not particularly limited, and includes, for example, identification information of the terminal devices 10 and 70, user identification information of the terminal devices 10 and 70, an account, and the like. The details of the presence will be described later.

FIG. 7B is a conceptual diagram showing a presence management table stored in the presence management DB 7002. In the presence management table, feature information indicating the characteristics of the destination candidates, a presence that integrates each presence of each destination candidate of the characteristics, and a communication ID of the terminal device 10 of the presence "Online" that can make a call among the destination candidates of the characteristics. The communication ID of the terminal device 10 of the presence "Chat" during a call is associated and managed among the destination candidates of the characteristics. The process of integrating each presence of each destination candidate to generate a characteristic presence will be described later.

FIG. 7C is a conceptual diagram showing a destination management table stored in the destination management DB 7003. The terminal device 70 is used by the guest and the terminal device 10 is used by the operator a. The terminal device 70 can transmit a call start request to a plurality of terminal devices 10 at the same timing. The destination management table manages the communication ID of the terminal device 10 of the destination of the current call start request by the terminal device 70. The number of communication IDs managed in the destination management table varies depending on the process of transmitting the call start request and the process of canceling the call start request by the terminal device 70.

<Functional configuration of management system>
It will be described back to FIG. The management system 50 includes a transmission / reception unit 51, an authentication unit 52, a management unit 53, a session control unit 54, an interest level data transmission unit 55, an interest level aggregation unit 56, an advertisement data distribution unit 57, and a storage / reading processing unit 59. doing. Each of these parts is a function realized by operating any of the components shown in FIG. 4 by an instruction from the CPU 201 according to a program for the management system 50 developed on the RAM 203 from the HD 204. is there. Further, the management system 50 has a storage unit 5000 constructed by HD204. Further, in the storage unit 5000, each DB is constructed by each table as shown below.

FIG. 7D is a conceptual diagram showing an authentication management table stored in the authentication management DB 5001. In the authentication management table, a password for authentication is associated and managed for each communication ID of all the terminal devices 10 and 70 managed by the management system 50.

FIG. 7E is a conceptual diagram showing a terminal management table stored in the terminal management DB 5002. In the terminal management table, the IP addresses of the terminal devices 10 and 70 are associated and managed for each communication ID of the terminal devices 10 and 70.

FIG. 8A is a conceptual diagram showing an advertisement data management table stored in the advertisement data management DB 5003. The advertisement data management DB 5003 is a database in which advertisement data delivered as an advertisement is registered. In the advertisement data management table, each item such as an advertisement name, domestic / overseas, region, and tag is associated and managed in association with the advertisement ID. The advertisement data management DB 5003 manages advertisements such as tours, packages, accommodations, and tourist attractions. The advertisement data management DB 5003 is not held by the management system 50, but may be provided by another server.

FIG. 8B is a conceptual diagram showing an advertisement management table stored in the advertisement management DB 5004. In the advertisement management table, the advertisement name, the tag, the display time, and the number of clicks are managed in association with the advertisement ID. In the advertisement management DB 5004, interest level data for advertisements is managed for each guest g. The advertisement ID, advertisement name, and tag are the same as those of the advertisement data distribution unit 57. The display time is the time when the advertisement is displayed by the guest g. The number of clicks is the number of times clicked (displayed). The display time and the number of clicks are examples of interest level data.

FIG. 8C is a conceptual diagram showing a state management table stored in the terminal state management DB 5005. In the terminal state management DB 5005, the state of customer service or pending is managed for each session. An operator communication ID, a guest communication ID, and either customer service or hold are associated and managed in the state management table.

<Each functional configuration of the management system>
Next, each functional configuration of the management system 50 will be described in detail. The transmission / reception unit 51 is realized by a command from the CPU 201 and a network I / F 209, and transmits / receives various data (or information) to and from each terminal, device, or system via the communication networks 1 and 2.

The authentication unit 52 is realized by an instruction from the CPU 201, searches the authentication management table using the communication ID and password received by the transmission / reception unit 51 as a search key, and the same communication ID and password are managed in this authentication management table. Authenticate the terminal by determining if it is.

The management unit 53 is realized by an instruction from the CPU 201, and manages the terminal devices 10 and 70 by recording the information of the terminal devices 10 and 70 in the terminal management table shown in FIG. 7 (e).

The session control unit 54 controls a session for transmitting content data between the terminal devices 10 and 70 by a command from the CPU 201. This control includes control for establishing a session, control for joining terminal devices 10 and 70 in the established session, control for leaving the session, and the like.

The advertisement data distribution unit 57 selects an advertisement to be distributed to the guest g from the advertisement data registered in the advertisement data management DB 5003, and distributes the advertisement to the guest communication ID of the terminal state management DB 5005 as a destination. A method of determining the advertisement data to be delivered will be described with reference to FIG.

The interest level aggregation unit 56 aggregates the operation information transmitted from the terminal device 70 and generates interest level data to be registered in the advertisement management DB 5004. Since the operation information is periodically transmitted from the terminal device 70, for example, every second, the interest level aggregation unit 56 aggregates the operation information each time the operation information is transmitted to generate interest level data.

The interest level data transmission unit 55 refers to the terminal state management DB 5005 and transmits the interest level data aggregated by the interest level aggregation unit 56 to the terminal device 10 operated by the operator a. That is, when it is on hold, the interest level data is periodically transmitted to the terminal device 10 with the operator communication ID of the terminal state management DB 5005 as the destination.

The storage / reading processing unit 59 is realized by an instruction from the CPU 201 and an instruction from the HDD 205, or is realized by an instruction from the CPU 201, stores various data in the storage unit 5000, and extracts various data stored in the storage unit 5000. Perform processing such as.

<Processing and operation of communication system>
Subsequently, the process of logging in to the management system 50 by the terminal devices 10 and 70 will be described with reference to FIG. FIG. 9 is a sequence diagram showing an example of a process in which the terminal devices 10 and 70 log in to the management system 50.

When the staff of the store 7 or the like turns on the power switch of the terminal device 70, the operation input reception unit 72 receives the power on and activates the terminal device 70 (step S1). When the terminal device 70 is activated, the activation unit 73 activates the guest application installed in the terminal device 70 (step S2). Hereinafter, the processing in the terminal device 70 is executed by the instruction of the guest application.

The transmission / reception unit 71 of the terminal device 70 transmits a login request to the management system 50 via the communication networks 1 and 2 (step S3). This login request includes a communication ID and a password for identifying the own terminal that is the login request source. In the present embodiment, the communication ID of the terminal device 70 is represented by an acronym "C". Hereinafter, it is assumed that the communication IDs of the terminal device 70X and the terminal device 70Y are "C01, C02".

The transmission / reception unit 51 of the management system 50 receives the login request. When the login request is transmitted from the terminal device 70 to the management system 50, the management system 50 on the receiving side can acquire the IP address of the terminal device 70 on the transmitting side.

Next, the authentication unit 52 of the management system 50 searches the authentication management table shown in FIG. 7 (d) of the storage unit 5000 using the communication ID and password included in the login request as search keys, and performs this authentication management. Authentication is performed by determining whether the same communication ID and password are managed in the table (step S4).

When the authentication unit 52 authenticates that the login request is from the terminal device 70 having the proper usage authority, the management unit 53 puts the login request source in the terminal management table shown in FIG. 7 (e). The communication ID and IP address of the terminal device 70 are associated and recorded (step S5).

The transmission / reception unit 51 of the management system 50 transmits the authentication result information indicating the authentication result of the authentication unit 52 to the terminal device 70 of the login request source via the communication networks 1 and 2 (step S6). As a result, the transmission / reception unit 71 of the terminal device 70 receives the authentication result information. Hereinafter, a case where the terminal devices 70X and 70Y of the login request source have been successfully authenticated and the terminal devices 70X and 70Y have logged in to the management system 50 will be described.

On the other hand, when the operator a of the terminal device 10 on the operator a side turns on the power switch, the operation input receiving unit 12 receives the power ON and activates the terminal device 10 (step S11). When the terminal device 10 is activated, the activation unit 13 activates the application software A1 for the operator a installed in the terminal device 10 (step S12). Hereinafter, the processing in the terminal device 10 is executed by the instruction of the application software A1 for the operator a.

The image output unit 16 of the terminal device 10 outputs a reception screen for receiving the input of the feature of the operator a who is the user of the terminal device 10 to the display 720.

FIG. 10 is a diagram showing an example of a reception screen. On the reception screen 140, in addition to the fields 141 and 142 for accepting the input of the communication ID and the password, the operator a has a country or region option 143 that can be used as an explanation of the travel destination and a check box 144 for selection. include. When the operator a selects a compatible country or region and presses the OK button 145 on the reception screen 140, the operation input reception unit 12 receives the input of the characteristics of the operator a (step S13-1). ).

The storage / reading processing unit 29 stores the feature information corresponding to the selected feature in the storage unit 1000. Hereinafter, the feature information corresponding to the feature "Hawaii, Guam, Singapore, China, Hong Kong, Australia, Malaysia" shall be "hw, gm, sg, ch, hk, at, my", respectively.

The terminal device 10 sends a login request to the management system 50 and logs in to the management system 50 (steps S13-2, S14, S15, S16). Since this process is the same as the process of steps S3, S4, S5, and S6 between the terminal device 70 and the management system 50, the description thereof will be omitted. However, the communication ID transmitted from the terminal device 10 to the management system 50 in the login request is represented by an acronym "O" so that it can be determined that the terminal device 10 is on the operator a side. Hereinafter, it is assumed that the communication IDs of the terminal devices 10a, 10b, and 10c are "O01, O02, O03". If the authentication of the terminal devices 10a, 10b, 10c of the login request source is successful, the terminal devices 10a, 10b, 10c log in to the management system 50.

Subsequently, the process of transmitting the presence information indicating the state of the operator a side from the terminal device 10 to the terminal device 70 will be described with reference to FIG. FIG. 11 is a sequence diagram showing an example of a process of transmitting presence information.

The application software A1 for the operator a manages the event that triggers the state transition and the presence after the transition due to the occurrence of the event in the storage unit 1000. The presence is used to identify whether the operator a, who is the user of the terminal device 10, is ready to start a call. The presence indicating a state in which a call can be started includes "Online" indicating a state in which the terminal device 10 is logged in to the management system 50 and is not communicating with the terminal device 70 on the guest side. The presence indicating that the call cannot be started includes "Offline" indicating that the terminal device 10 is not logged in to the management system 50, and "Offline" indicating that the terminal device 10 is logged in to the management system 50. "Chat" indicating a state in which a new call cannot be started because the terminal device 70 on the customer side is already in communication is included. The presence is not limited to the above. For example, the presence may include those based on user input. Among the presences based on the user's input, an example of a presence indicating a state in which a call cannot be started is "away (pending)".

As an example of the event that triggers the transition to the presence "Online", the terminal device 10 may receive the authentication result information in step S16, accept the input of the call termination request from the user, and the like. An example of an event that triggers a transition to the presence "Offline" is a logout from the management system 50 by the terminal device 10. An example of an event that triggers a transition to the presence “Chat” is establishment of communication between the terminal devices 70 and 10 (step S105 described later). The event that triggers the transition of presence is not particularly limited as long as it can be detected, and can be arbitrarily set according to the communication protocol and the processing content by the application software.

When any of the above events occurs in the terminal device 10a (step S21), the storage / reading processing unit 29 reads the feature information from the storage unit 1000. The feature information to be read corresponds to features such as "Hawaii, Guam, Singapore" input by the operator a who is the user of the terminal device 10a at the time of login on the reception screen 140 of FIG. The transmission / reception unit 11 of the terminal device 10a includes a presence indicating a state after the transition due to the event occurrence in step S21, feature information read from the storage unit 1000, and a communication ID “O01” of the transmission source terminal device 10a. The presence information is transmitted to the management system 50 (step S22). For example, when the terminal device 10a receives the authentication result information in step S16, the terminal device 10a transmits the presence information including the presence "Online" to the management system 50. Further, when the request for log-out is received, the terminal device 10a transmits the presence information including the presence "Offline" to the management system 50. Further, the terminal device 10a transmits presence information including the presence "Chat" to the management system 50 in response to the establishment of communication with the terminal device 70. If the feature information is not updated after the feature information is recorded in the storage unit 1000 in step S13-1, the terminal device 10a sends the presence information including the same feature information to the management system 50 every time an event occurs. Send.

When the transmission / reception unit 51 of the management system 50 receives the presence information transmitted by the terminal device 10a, the transmission / reception unit 51 transmits the received presence information to the terminal devices 70x and 70y of the store 7 logged in to the management system 50 (step S23). , S24). The method of specifying the terminal device 70 on the store side logged in to the management system 50 is not particularly limited, but as an example, a method of reading the communication ID in which "C" is an acronym from the terminal management table of FIG. 7 (e). Can be mentioned.

The transmission / reception unit 71 of the terminal devices 70x and 70y receives the presence information transmitted from the terminal device 10a of the call center 8 via the management system 50. The storage / reading processing unit 89 of the terminal devices 70x and 70y associates the communication ID, presence, and feature information included in the received presence information and records them in the destination management table of FIG. 7A (steps S25 and S26). .. When a record with the same communication ID as the communication ID included in the received presence information exists in the destination management table, the storage / reading processing unit 89 is recorded in this record based on the newly received presence information. Overwrite your presence. As a result, the terminal devices 70x and 70y can manage the latest presence on the terminal device 10a side.

When the above event occurs in the terminal device 10b on the operator a side, a step between the terminal device 10a, the management system 50, and the terminal devices 70x, 70y is performed between the terminal device 10a, the management system 50, and the terminal devices 70x, 70y. The same processing as in S21, S22, S23, S24, S25, S26 is executed (steps S31, S32, S33, S34, S35, S36). When the above event occurs in the terminal device 10c on the operator a side, a step between the terminal device 10a, the management system 50, and the terminal devices 70x, 70y is performed between the terminal device 10c, the management system 50, and the terminal devices 70x, 70y. The same processing as in S21, S22, S23, S24, S25, S26 is executed (steps S41, S42, S43, S44, S45, S46). As a result, the terminal devices 70x and 70y can manage the latest presence on the terminal devices 10b and 10c side.

Subsequently, the process of managing the presence of each feature will be described with reference to FIG. FIG. 12 is a flow chart showing an example of a process for managing the presence of each feature. Hereinafter, the operator a side is referred to as a destination candidate on the assumption that a call is requested from the guest side to the operator a side. When the destination candidate operator a selects a plurality of features (for example, "Hawaii, Guam, Singapore") in step S13-1, the destination candidate belongs to a group of a plurality of features. The feature presence "Online" indicates that any of the destination candidates of this feature is a talkable presence "Online". The feature presence "Chat" indicates that none of the destination candidates of this feature group is in the presence "Online" state, and that one or more destination candidates of the presence "Chat" during a call are included.

The feature presence "Offline" indicates that any of the destination candidates for this feature is the presence "Offline". Hereinafter, the processing of the terminal device 70x will be described, but the terminal device 70y can also execute the same processing.

The state management unit 79 of the terminal device 70x has the communication ID and presence recorded in the updated record each time the presence of the destination management table shown in FIG. 7A is updated in steps S26, S36, and S46. , And the feature information is acquired (step S51).

The state management unit 79 of the terminal device 70x updates each record including the feature information acquired in step S51 in the presence management table shown in FIG. 7B. That is, when the feature information "hw, gm, hk" is acquired in step S51, the state management unit 79 updates each record including the feature information "hw, gm, hk" in the presence management table.

Hereinafter, as an example, the processing when the presence information “Online, (hw, gm, hk), O01” is transmitted from the terminal device 10a to the terminal device 70x and these information are acquired in step S51 will be described ( Online in step S52).

First, in the loop process, the process of updating the record in which the feature information "hw" is recorded in the presence management table will be described. The state management unit 79 of the terminal device 70x refers to the field of the talkable communication ID in the record in which the feature information “hw” is recorded in the presence management table. As a result, the state management unit 79 determines whether or not the communication ID "O01" acquired in step S51 is included in the field of the talkable communication ID (step S53).

When it is determined that the communication ID "O01" acquired in step S51 is not included in the callable communication ID field in the presence management table (NO in step S53), the state management unit 79 determines the callable communication ID. The acquired communication ID "O01" is added to the field of (step S54).

When the process of step S54 is completed, or when YES in step S53, the state management unit 79 of the terminal device 70x sets the communication ID during a call in the record in which the feature information "hw" is recorded in the presence management table. Refer to the field. As a result, the state management unit 79 determines whether or not the communication ID “O01” acquired in step S51 is included in the field of the communication ID during a call (step S55).

When it is determined that the communication ID "O01" acquired in step S51 is included in the field of communication ID during a call in the presence management table (YES in step S55), it is acquired from the field of communication ID during a call. The communication ID is deleted (step S56). By the processing up to this point, the feature information "hw" of the presence management table is displayed regardless of whether the presence on the terminal device 10a side transitions from "Chat" to "Online" or from "Offline" to "Online". In the recorded record, the communication ID of the terminal device 10a is recorded only in the field of the talkable communication ID.

When the process of step S56 is completed, or when NO in step S55, the state management unit 79 of the terminal device 70x refers to the presence of the feature in the record in which the feature information “hw” is recorded in the presence management table. To do. As a result, the state management unit 79 determines whether the presence of the group is “Online” (step S57).

When it is determined that the presence of the feature in the record in which the feature information "hw" is recorded is not "Online" (NO in step S57), the state management unit 79 updates the presence of this feature to "Online". When it is determined that the presence of the feature in the record in which the feature information "hw" is recorded is "Online" (YES in step S57), the state management unit 79 determines the feature in the record in which the feature information "hw" is recorded. Do not update your presence. By the processing up to this point, the presence of the feature in the record in which the feature information "hw" of the presence management table is recorded becomes "Online".

Since the feature information "hw, gm, hk" is acquired in step S51, the state management unit 79 performs the same for each record in which the feature information "gm, hk" in the presence management table is recorded in the loop processing. Update to. When the loop processing is completed, the presence management table of FIG. 7B is updated as shown in Table 1.

Subsequently, the presence information "Chat, (hw, gm, hk), O01" is transmitted from the terminal device 10a to the terminal device 70x, and the process when these presence information is acquired in step S51 will be described (step). Chat of S52).

First, in the loop process, the process of updating the record in which the feature information "hw" is recorded in the presence management table will be described. The state management unit 79 of the terminal device 70x refers to the field of the talkable communication ID in the record in which the feature information “hw” is recorded in the presence management table (see Table 1). As a result, the state management unit 79 determines whether the communication ID "O01" acquired in step S51 is included in the field of the talkable communication ID (step S63).

When it is determined that the communication ID "O01" acquired in step S51 is included in the callable communication ID field in the presence management table (YES in step S63), it is acquired from the callable communication ID field. The communication ID is deleted (step S64).

When the process of step S64 is completed, or when NO in step S63, the state management unit 79 of the terminal device 70x is in the record in the presence management table (see Table 1) in which the feature information “hw” is recorded. Refer to the field of communication ID during a call. As a result, the state management unit 79 determines whether or not the communication ID "O01" acquired in step S51 is included in the field of the communication ID during a call (step S65).

When it is determined that the communication ID "O01" acquired in step S51 is not included in the field of communication ID during a call in the presence management table (NO in step S65), it is acquired in the field of communication ID during a call. The communication ID "O01" is added (step S66). By the processing up to this point, the communication ID of the terminal device 10a is recorded only in the field of the communication ID during a call in the record in which the feature information "hw" of the presence management table is recorded.

When the process of step S66 is completed, or when YES in step S65, the state management unit 79 of the terminal device 70x is in the record in the presence management table (see Table 1) in which the feature information “hw” is recorded. Refer to the field of callable communication ID. As a result, the state management unit 79 determines whether the number of communication IDs recorded in the callable communication ID field in the record in which the feature information “hw” is recorded is 0 (step S67).

When the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is 0 (YES in step S67), the state management unit 79 has the feature information "hw". The feature presence in the recorded record is updated to "Chat" (step S68).

When the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is not 0 (NO in step S67), the state management unit 79 has the feature information "hw". Do not update the feature presence in the recorded record. That is, when the communication ID is recorded in the callable communication ID field in the record in which the feature information "hw" is recorded, the corresponding presence remains "Online" and is not updated.

Since the feature information "hw, gm, hk" is acquired in step S51, the state management unit 79 performs the same for each record in which the feature information "gm, hk" in the presence management table is recorded in the loop processing. Update to. As a result, the presence management table in Table 1 becomes as shown in Table 2.

Subsequently, the case where the presence information “Offline, (hw, sg, ch), O03” is transmitted from the terminal device 10c to the terminal device 70x and these presence information is acquired in step S51 will be described (Offline in step S52). ).

First, in the loop process, the process of updating the record in which the feature information "hw" is recorded in the presence management table will be described. The state management unit 79 of the terminal device 70x refers to the call enable field in the record in which the feature information “hw” is recorded in the presence management table (see Table 2). As a result, the state management unit 79 determines whether the communication ID "O03" acquired in step S51 is included in the field of the talkable communication ID (step S73).

When it is determined that the communication ID "O03" acquired in step S51 is included in the callable communication ID field in the presence management table (YES in step S63), it is acquired from the callable communication ID field. The communication ID "O03" is deleted (step S74).

When the process of step S74 is completed, or when NO in step S73, the state management unit 79 of the terminal device 70x is in the record in the presence management table (see Table 2) in which the feature information “hw” is recorded. Refer to the field of communication ID during a call. As a result, the state management unit 79 determines whether or not the communication ID "O03" acquired in step S51 is included in the field of the communication ID during a call (step S75).

When it is determined that the communication ID "O03" acquired in step S51 is included in the field of communication ID during a call in the presence management table (YES in step S75), it is acquired from the field of communication ID during a call. The communication ID "O03" is deleted (step S76). By the processing up to this point, the communication ID of the terminal device 10c is deleted from the record in which the feature information "hw" in the presence management table is recorded.

When the process of step S76 is completed, or when NO in step S75, the state management unit 79 of the terminal device 70x is in the record in the presence management table (see Table 2) in which the feature information “hw” is recorded. Refer to the fields of callable communication ID and in-call communication ID. As a result, the state management unit 79 determines whether the conditions IF1 and IF2 are satisfied (step S77). In the condition IF1, the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is 0, and the number of communication IDs recorded in the communication ID field during a call is 0. Is not 0. In the condition IF2, the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is 0, and the number of communication IDs recorded in the communication ID field during a call. Is 0.

The number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is 0, and the number of communication IDs recorded in the communication ID field during a call is not 0. In the case (IF1 of step S77), the state management unit 79 updates the feature presence in the record in which the feature information “hw” of the presence management table is recorded to “Chat” (step S78).

The number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hw" is recorded is 0, and the number of communication IDs recorded in the call communication ID field is 0. In the case (IF2 in step S77), the state management unit 79 updates the feature presence in the record in which the feature information “hw” of the presence management table is recorded to “Offline” (step S79).

If neither IF1 nor IF2 is applicable in step S77 (NO in step S77), the state management unit 79 does not update the feature presence in the record in which the feature information "hw" is recorded as "Online".

Since the feature information "hw, sg, ch" is acquired in step S51, the state management unit 79 also performs loop processing for each record in which the feature information "sg, ch" is recorded in the presence management table. Update in the same way. As a result, the presence management table in Table 2 becomes as shown in Table 3.

Subsequently, the process of initiating communication will be described with reference to FIG. FIG. 13 is a sequence diagram showing an example of a process for starting communication. Hereinafter, the process of starting the communication by the terminal device 70x will be described as an example, but the terminal device 70y can also start the communication by the same process. The case where the destination management table is in the state of FIG. 7A and the presence management table is in the state of Table 2 at the time of starting the process of FIG. 13 will be described.

The operation input receiving unit 72 of the terminal device 70x receives a display request of a feature list of destination candidates in response to an operation input by the user. In response to the display request, the image output unit 75 acquires each feature information recorded in the presence management table (see Table 2) and a set of presence of the group corresponding to the feature information. In the storage unit 7000, the data of the display image corresponding to the feature information and the data of the display image corresponding to the presence of the feature are stored in advance. As an example, the display image data corresponding to the feature information "hw" is text data indicating "Hawaii". Further, as an example, the data of the display image corresponding to the feature presence "Online, Offline, Chat" is the image data of the icon showing the check mark, no image, and balloon, respectively. The image output unit 75 acquires a set of data of the display image of the corresponding text and icon from the storage unit 7000 for each set of the acquired feature information and presence. The image output unit 75 generates image data of a feature list by arranging a set of acquired display image data in association with the same line in a predetermined display area. The image output unit 75 outputs the image data of the generated feature list to the display 720 (step S81).

FIG. 14 is a diagram showing an example of a feature list screen displayed when the presence management table is in the state shown in Table 2.

The image output unit 75 repeatedly executes the above process every time the presence management table is updated. As a result, a list of features showing the latest presence for each feature is displayed on the display 720.

In step S81, the image output unit 75 outputs an icon showing a check mark corresponding to "Online" as a selectable icon among the icons, and a non-image corresponding to "Offline, Chat" and a balloon are displayed. Output the displayed icon as an unselectable icon. For example, even if the user presses the icon representing the balloon corresponding to "Guam" in the feature list shown in FIG. 14, the operation input receiving unit 72 does not accept the operation input. When the operation of pressing the no-image icon or the icon with the balloon displayed is executed, the voice output unit 77 displays a message indicating that the call cannot be started, a message prompting the user to wait for the start of the call, and the like. It may be output to 720.

When the user presses an icon representing a check mark corresponding to any of the features on the screen shown in FIG. 14, the operation input receiving unit 72 accepts the selection of the feature corresponding to the icon (step S82). ). The processing when the selection of the feature "Hawaii" is accepted will be described below.

When the selection of the feature "Hawaii" is accepted, the storage / reading processing unit 89 searches the destination management table of FIG. 7A using the feature information "hw" indicating the feature selected in step S82 as a search key. , Corresponding communication ID, and presence sets "O01, Chat", "O02, Online", and "O03, Online" are read out (step S83).

Among the communication IDs read in step S83, the transmission / reception unit 71 of the terminal device 70x has a communication ID “O02” whose corresponding presence is “Online”, a communication ID “C01” of the own terminal device 70x, and step S82. A call start request including the feature information “hw” indicating the feature selected in is transmitted to the management system 50 (step S84-1).

Similarly, among the communication IDs read in step S83, the transmission / reception unit 71 of the terminal device 70x has a communication ID “O03” having a corresponding presence of “Online”, a communication ID “C01” of the own terminal device 70x, and so on. And a call start request including the feature information “hw” indicating the feature selected in step S82 is transmitted to the management system 50 (step S86-1).

When the transmission / reception unit 51 of the management system 50 receives the call start request transmitted by the terminal device 70x, the transmission / reception unit 51 requests the terminal device 10b specified by the communication ID "O02" included in the call start request to start the call. Is transmitted (step S84-2). Similarly, when the transmission / reception unit 51 of the management system 50 receives the call start request transmitted by the terminal device 70x, the transmission / reception unit 51 makes this call to the terminal device 10c specified by the communication ID "O03" included in the call start request. (Step S86-2).

The transmission control unit 80 of the terminal device 70x updates the communication ID “O02” of the terminal device 10b of the transmission destination of the call start request by recording it in the destination management table (step S85). Similarly, the transmission control unit 80 of the terminal device 70x updates by recording the communication ID “O03” of the terminal device 10c of the transmission destination of the call start request in the destination management table (step S87).

When the terminal device 10a on the operator a side receives the input of the call termination request (step S21'), the transmission / reception unit 11 receives the feature information "hw, gm, hk" read from the storage unit 1000, and communicates with the terminal device 10a. Presence information including the ID "O01" and the presence "Online" is transmitted to the management system 50 (step S22').

When the transmission / reception unit 51 of the management system 50 receives the presence information transmitted by the terminal device 10a, the transmission / reception unit 51 transmits the received presence information to the terminal device 70x on the guest side logged in to the management system 50 (step S24'). ..

The transmission / reception unit 71 of the terminal device 70x receives the presence information transmitted from the terminal device 10a on the operator a side via the management system 50. The storage / reading processing unit 89 of the terminal device 70x records the communication ID, presence, and feature information included in the received presence information in the destination management table (step S26'). As a result, the destination management table is updated from the state shown in FIG. 7A to the state shown in Table 4.

The transmission control unit 80 of the terminal device 70x determines whether to transmit a call start request to the terminal device 10a of the transmission source of the presence information received in step S24'(step S88). In this process, the transmission control unit 80 of the terminal device 70x refers to the updated presence of the terminal device 10a in the destination management table and determines whether or not this presence is “Online”. When the presence of the terminal device 10a is not "Online", the transmission control unit 80 determines that the call start request is not transmitted and ends the process.

When it is determined that the presence of the terminal device 10a is "Online", one of the feature information "hw, gm, hk" of the terminal device 10a is referred to in the destination management table, and one of these feature information is in step S82. Determine if it indicates the feature "Hawaii" selected in. If none of the feature information indicates the selected feature, the transmission control unit 80 determines that the start request will not be transmitted and ends the process.

When any of the feature information indicates the selected feature, the transmission control unit 80 of the terminal device 70x determines that the start request is to be transmitted. In response to the determination to transmit the start request, the transmission / reception unit 71 of the terminal device 70x sets the communication ID “O01” of the terminal device 10a to which the presence information is transmitted, the communication ID “C01” of the own terminal device 70x, and the step. A call start request including the feature information “hw” indicating the feature selected in S82 is transmitted to the management system 50 (step S89-1).

When the transmission / reception unit 51 of the management system 50 receives the call start request transmitted by the terminal device 70x, the transmission / reception unit 51 requests the terminal device 10a specified by the communication ID "O01" included in the call start request to start the call. Is transmitted (step S89-2).

Subsequently, the process of updating the destination of the call start request in the terminal device 70x will be described with reference to FIG. FIG. 15 is a sequence diagram showing an example of a process of updating the destination of a call start request.

First, the processing when the offline processing is executed in the terminal device 10b of the transmission destination of the call start request will be described. When the operation input receiving unit 12 of the terminal device 10b receives the offline operation input (step S31'), the transmitting / receiving unit 11 receives the feature information "hw, hk, ch, my, at" read from the storage unit 1000, and the terminal device. Presence information including the communication ID "O02" and presence "Offline" of 10b is transmitted to the management system 50 (step S32').

When the transmission / reception unit 51 of the management system 50 receives the presence information transmitted by the terminal device 10b, the transmission / reception unit 51 transmits the received presence information to the terminal device 70x on the customer side logged in to the management system 50 (step S34'). ..

The transmission / reception unit 71 of the terminal device 70x receives the presence information transmitted from the terminal device 10b on the operator a side via the management system 50. The storage / reading processing unit 89 of the terminal device 70x records the communication ID, presence, and feature information included in the received presence information in the destination management table in association with each other (step S36').

When the presence of the terminal device 10b is changed to "Offline", the terminal device 10b cannot respond to the call start request of the terminal device 70x. Therefore, the transmission control unit 80 of the terminal device 70x updates the communication ID “O02” of the terminal device 10b by deleting it from the destination management table (step S91).

The transmission control unit 80 of the terminal device 70x determines whether the communication ID of the destination of the call start request is recorded in the updated destination management table (step S92).

When the communication ID "O02" of the terminal device 10b that is the source of the presence information is deleted, so that no communication ID of the destination of the call start request is recorded in the updated destination management table ( NO) in step S92, the image output unit 75 outputs a message from the display 720 to the effect that the connection with the operator a has failed (step S93). If the communication ID of the destination of the call start request is recorded in the updated destination management table, the image output unit 75 may connect to the remaining destination of the call start request. Does not output the above message.

Subsequently, the process when the terminal device 10c of the transmission destination of the call start request starts communication with the terminal device 70 different from the terminal device 70x will be described. When communication between the terminal device 10c and the terminal device 70 different from the terminal device 70x is established (step S41'), the transmission / reception unit 11 of the terminal device 10c has the feature information "hw, sg, ch" read from the storage unit 1000. Presence information including the communication ID "O03" of the terminal device 10c and the presence "Chat" is transmitted to the management system 50 (step S42').

When the transmission / reception unit 51 of the management system 50 receives the presence information transmitted by the terminal device 10c, the transmission / reception unit 51 transmits the received presence information to the terminal device 70x on the customer side logged in to the management system 50 (step S44'). ..

The transmission / reception unit 71 of the terminal device 70x receives the presence information transmitted from the terminal device 10c on the operator a side via the management system 50. The storage / reading processing unit 89 of the terminal device 70x records the communication ID, presence, and feature information included in the received presence information in the destination management table in association with each other (step S46').

When the presence of the terminal device 10c is changed to "Chat", the terminal device 10c cannot respond to the call start request of the terminal device 70x. Therefore, the transmission control unit 80 of the terminal device 70x updates the communication ID “O03” of the terminal device 10c by deleting it from the destination management table (step S94).

The transmission control unit 80 of the terminal device 70x determines whether the communication ID of the destination of the call start request is recorded in the updated destination management table (step S95).

When the communication ID "O03" of the terminal device 10c that is the source of the presence information is deleted, so that no communication ID of the destination of the call start request is recorded in the updated destination management table ( NO) in step S95, the image output unit 75 outputs a message from the display 720 to the effect that the connection with the operator a has failed (step S96). If the communication ID of the destination of the call start request is recorded in the updated destination management table, the image output unit 75 may connect to the remaining destination of the call start request. Does not output the above message.

Subsequently, the process of establishing communication between the terminal devices 10 and 70 will be described with reference to FIG. FIG. 16 is a sequence diagram showing an example of processing for establishing communication between the terminal devices 10 and 70. Hereinafter, a case where the terminal device 10a responds to a call start request by the terminal device 70x will be described.

The transmission / reception unit 11 of the terminal device 10a receives a call start request transmitted from the terminal device 70x via the management system 50 (see step S89-2). When the call start request is received, the image output unit 16 of the terminal device 10a receives the information of the request source corresponding to the communication ID "CO1" included in the call start request and the feature information included in the call start request. A message including the feature "Hawaii" corresponding to "hw" is output to the display 720.

FIG. 17 is a display example of a message. By showing the feature 151 in the message 150, the operator a who is a user of the terminal device 70 can grasp in advance which country or region the explanation is requested before starting the call.

The message of FIG. 17 includes a response button 152 for accepting permission to initiate a call. When the user presses the response button 152 on the screen of the terminal device 10a, the operation input receiving unit 12 receives the operation input for permitting the response (step S101). When the operation input for permitting the response is received, the transmission / reception unit 11 of the terminal device 10a manages the response including the communication ID "C01" of the call start request source and the communication ID "O01" of the own terminal device 10a. (Step S102).

The transmission / reception unit 51 of the management system 50 receives the response transmitted by the terminal device 10a. The transmission / reception unit 51 of the management system 50 transmits the received response to the terminal device 70x specified by the communication ID “C01” included in the response (step S103).

Upon receiving the response, the transmission / reception unit 71 of the terminal device 70x transmits a communication establishment request for establishing communication with the terminal device 10a of the transmission source of the response to the management system 50 (step S104). The communication establishment request includes the communication ID "C01" of the own terminal device and the communication ID "O01" of the terminal device 10a of the transmission source of the response.

The transmission / reception unit 71 of the management system 50 receives the communication establishment request. The session control unit 54 of the management system 50 transmits image data and sound data content data between the terminal devices 10a and 70x specified by the communication IDs "O01 and C01" included in the communication establishment request via the relay device 30. Control is performed to establish a session for transmission (step S105). The session is not limited to the above, and may be a session for directly transmitting content data between the terminal devices 10a and 70x via the communication networks 1 and 2.

When the communication between the terminal devices 10a and 70x is established, the terminal devices 10a and 70x transmit the image data of the image captured by the own terminal and the sound data collected by the own terminal to the other party via the relay device 30. Is transmitted to the terminal devices 70x and 10a of the above. The image output units 16 and 75 of the terminal devices 10a and 70x output the received content data. This makes it possible to start a call between users.

The session control unit 54 registers the terminal devices 10a and 70x specified by the communication IDs "O01 and C01" for which the session has been established in the terminal state management DB 5005. The customer service / hold item immediately after registration is customer service.

<Operation on hold>
When the session is established, the terminal device 10 and the terminal device 70 are in communication. During communication in the present embodiment, it means that the operator a is serving the guest g. Hereinafter, processing when the operator a who is serving customers suspends customer service will be described.

FIG. 18 is an example of a sequence diagram illustrating a process performed by the communication system 100 when the operator a suspends customer service.

S201: Operator a performs a hold operation on the terminal device 10. FIG. 19 is a diagram illustrating the operation of the operator a during the hold. FIG. 19A shows a hold button 801 displayed on the communication screen 800. The hold operation may be an operation of pressing a soft key displayed on such a display 720, or an operation of pressing a fixed hard key. The operation input receiving unit 12 accepts the hold operation.

FIG. 19B is an example of the advertisement selection screen 810 displayed on the display 720 by pressing the hold button 801. The ad selection screen 810 is "random" 811, "select ad attributes" 812, "enter keywords" 813, "use guest attributes" 814, "mix" 815, "display last viewed ad". 816, each has a check box 817 provided.
Random ... When the operator a selects "random", the advertisement data distribution unit 57 of the management system 50 randomly selects (randomly) the advertisement of the advertisement data management DB 5003. Random includes, for example, processing such as including an advertisement for a tour during a campaign.
-Select advertisement attributes ... When operator a selects "select advertisement attributes", another window opens to specify the advertisement, and operator a inputs the advertisement name, domestic / overseas, region, and the like. The advertisement data distribution unit 57 of the management system 50 selects the advertisement data having the attribute selected by the operator a from the advertisement data management DB 5003.
-Enter keyword ... When operator a selects "Enter keyword", another window that accepts keyword input opens. The advertisement data distribution unit 57 of the management system 50 searches for tags and advertisement names using the keywords input by the operator a, and selects matching advertisement data from the advertisement data management DB 5003.
-Use guest attributes ... When operator a selects "Use guest attributes", the advertisement data distribution unit 57 of the management system 50 asks the guest attributes (age, gender, destination to go, etc.) and the past. The advertisement data is selected from the advertisement data management DB 5003 based on the information extracted from the travel history). In this case, the correspondence information between the guest attribute constructed by machine learning and the advertisement is prepared in advance.
-Mix ... When operator a selects "Mix", the advertisement data distribution unit 57 of the management system 50 is selected by "Random", "Select advertisement attribute", "Enter keyword", and "Use guest attribute", respectively. Advertising data is mixed. Only the items selected by the operator a may be mixed.
-Display the last ad you were watching ... It is a setting that becomes effective after the second hold. When the operator a selects "display the last viewed advertisement", the advertisement data distribution unit 57 of the management system 50 instructs the terminal device 70 to display the advertisement last viewed by the guest g again. .. In this case, the advertisement data distribution unit 57 does not have to newly transmit the advertisement data.

By selecting "Select ad attributes" or "Enter keywords" and making appropriate settings, the ads delivered to guests by operator a on hold can be products or services under negotiation (for example, if traveling). Region) can be related to the same product or service. When the guest g browses the details of the advertisement, the guest g's request regarding the product or service under negotiation is further explored, and the operator a can easily proceed with the negotiation when the hold is released. On the other hand, by selecting "Select ad attributes" or "Enter keywords" and making arbitrary settings or selecting "Random", you can select products and services that are completely different from the products and services under negotiation. By including it in the advertisement and viewing it by the guest g, there is an advantage that the request that the guest g does not verbally convey is transmitted to the operator a. Operator a can introduce products and services that are different from the products and services under negotiation at an appropriate time and conclude a contract. In particular, the true intention of guest g is likely to appear during the hold.

The information input by the operator a on the advertisement selection screen 810 is referred to as advertisement selection information for the management system 50 to specify an advertisement. The transmission / reception unit 11 of the terminal device 10 transmits the communication ID "O01" of the terminal device 10, the hold request, and the advertisement selection information to the management system 50. These do not have to be sent at the same time.

It will be described back to FIG.
S202: The transmission / reception unit 51 of the management system 50 receives a hold request or the like, and the advertisement data distribution unit 57 selects the advertisement data to be distributed to the guest g from the advertisement data management DB 5003 based on the advertisement selection information. Since the hold request corresponds to the above-mentioned change in presence, the storage / reading processing unit 59 changes the customer service / hold item stored in the terminal state management DB 5005 to hold.

Further, the storage / reading processing unit 59 creates an advertisement management table in the advertisement management DB 5004 for each terminal device 70 to which the advertisement data is transmitted. That is, the advertisement ID, advertisement name, and tag of the advertisement data transmitted to the terminal device 70 are posted in the advertisement management table. The display time and the number of clicks can be left blank. The advertisement management table may be saved in association with the user ID of guest g. If the guest is registered as a member, the user ID is specified when the guest g logs in, so that the advertisement management table can be saved for each guest g. Therefore, in the case of the logged-in guest g, the storage / reading processing unit 59 can read the advertisement management table associated with the user ID.

S203: The advertisement data distribution unit 57 transmits the advertisement screen display instruction and the advertisement data to the terminal device 70 of the communication ID "C01" whose session is established with the communication ID "O01" via the transmission / reception unit 51. Further, the transmission / reception unit 51 transmits the presence information "hold" to the terminal device 70.

S204: The transmission / reception unit 71 of the terminal device 70 receives the advertisement data and the presence information “hold”, and the advertisement display unit 82 gives priority to the communication screen output by the image output unit 75 based on the presence information “hold”. The advertisement screen 501 is displayed on the display 720. An example of the advertisement screen is shown in FIG. The storage / reading processing unit 89 stores the pending information 7005 in the storage unit 7000. No image data or audio data is transmitted from the pending terminal device 10, but the image output unit 75 stops the output of the image data transmitted from the terminal device 10, and the audio output unit 77 is transmitted from the terminal device 10. Stop (mute) the output of audio data. Therefore, the pending terminal device 10 does not transmit the image data and the audio data either, but the pending terminal device 10 may transmit the image data and the audio data. The image data captured by the camera 712a of the terminal device 70, which is the own terminal, may be displayed.

S205: The interest level data transmission unit 55 of the management system 50 transmits a display request for the interest level screen 601 to the terminal device 10 of the communication ID “O01” that has transmitted the presence information “hold” via the transmission / reception unit 51.

S206: The transmission / reception unit 11 of the terminal device 10 receives the display request of the interest level screen 601 and gives priority to the communication screen output by the image output unit 16, and the interest level display unit 22 displays the interest level screen 601 on the display 720. indicate. The storage / reading processing unit 29 stores the pending information 1003 in the storage unit 1000. Since the content data is transmitted from the terminal device 70 even during the hold, the audio output unit 18 still outputs the audio data transmitted by the terminal device 70. Further, when the operator a operates, the interest level screen 601 can be switched to the communication screen 800 generated by the image output unit 16.

Immediately after the interest level screen 601 is displayed, the interest level data of the terminal device 70 has not arrived. Therefore, the interest level display unit 22 may display the interest level screen 601 such as the title of the interest level screen 601, the operation buttons, and the advertisement icon. A part of is displayed. An example of this interest screen 601 is shown in FIG. 23 (a).

S207: The degree of interest data receiving unit 21 requests the degree of interest data from the management system 50 together with the communication ID "O01" via the transmission / reception unit 11.

S208: The transmission / reception unit 51 of the management system 50 receives the request for interest level data, and the storage / reading processing unit 59 reads the advertisement management table from the advertisement management DB 5004.

S209: At this point, the display time and the number of clicks have not been recorded yet, so along with the communication ID "C01", the interest level data of each advertisement data display time = 0 and clicks = 0 is of interest to the management system 50. The data transmission unit 55 transmits data to the terminal device 10 via the transmission / reception unit 51.

S210: The interest level data receiving unit 21 of the terminal device 10 receives the interest level data via the transmitting / receiving unit 11. The interest level display unit 22 generates an interest level screen 601 based on the interest level data, and displays the interest level screen 601 on the display 720. An example of this screen is shown in FIG. 23 (b).

S211: On the other hand, the guest g browses the advertisement screen 501 displayed on the display 720 of the terminal device 70 and presses (clicks or taps) the advertisement of interest. The operation input receiving unit 72 receives the pressing of the advertisement and records the operation information, and the operation information transmitting unit 83 transmits the operation information to the management system 50 together with the communication ID "C01" via the transmitting / receiving unit 71. The operation information is, for example, the number of clicks and the display time associated with the advertisement ID.

The timing of transmitting the operation information may be immediately after the operation for the click and periodically for the display time (for example, every few seconds, every 10 to 30 seconds, or every minute).

S212: The transmission / reception unit 51 of the management system 50 receives the operation information, and the interest level totaling unit 56 aggregates the operation information to generate the interest level data. That is, the interest level aggregation unit 56 increases the number of clicks of the advertisement data clicked on the advertisement management DB 5004 by one, and adds the display time transmitted as the operation information to the display time of the displayed advertisement.

S213: The interest level data transmission unit 55 of the management system 50 transmits the interest level data to the terminal device 70 having a communication ID “C01” and the terminal device 10 having a session established via the transmission / reception unit 51. The frequency with which the interest level data transmission unit 55 transmits the interest level data is preferably immediately after the operation information is transmitted from the terminal device 70 and the interest level data is updated (there may be a slight delay or a time lag). ). By doing so, the terminal device 10 can update the interest rate screen 601 in real time.

S214: The interest level data receiving unit 21 of the terminal device 10 receives the interest level data via the transmission / reception unit 11, and the interest level display unit 22 updates the interest level screen 601 based on the interest level data. Details will be described with reference to FIGS. 23 to 25 and the like.

Steps S211 to S214 are repeatedly executed during the hold, and the operation information is repeatedly transmitted.

S215: Operator a performs an operation to end the hold on the terminal device 10. The operation input receiving unit 12 of the terminal device 10 receives the operation. For example, the hold end button 605 shown in FIG. 23 is pressed. The transmission / reception unit 11 of the terminal device 10 transmits the hold end to the management system 50 together with the communication ID "O01".

S216: The transmission / reception unit 51 of the management system 50 receives the hold end, and the hold end is regarded as a change of presence, and the storage / reading processing unit 59 changes the customer service / hold item stored in the terminal state management DB 5005 to customer service. .. The advertisement management DB 5004 may be left as it is. The advertisement data distribution unit 57 ends the distribution of the advertisement data.

S217: The transmission / reception unit 71 of the terminal device 70 receives the presence information "hold end", and the advertisement display unit 82 ends the display of the advertisement screen 501 based on the presence information "hold end". The storage / reading processing unit 89 deletes the pending information 7005 from the storage unit 7000. The advertisement display unit 82 records the last displayed advertisement. Further, the image output unit 75 displays the communication screen 800, and the voice output unit 77 outputs voice data.

S218: The transmission / reception unit 51 of the management system 50 transmits the hold end OK to the terminal device 10 of the communication ID “O01” that has transmitted the presence information “hold end”.

S219: The transmission / reception unit 11 of the terminal device 10 receives the hold end OK, and the interest level display unit 22 ends the display of the interest level screen 601. The storage / reading processing unit 29 deletes the pending information 1003 from the storage unit 1000. Since the content data is transmitted from the terminal device 70, the audio output unit 18 still outputs the audio data transmitted by the terminal device 70. Further, when the display of the interest level screen 601 is completed, the image output unit 16 displays the communication screen 800 on the display 720. Further, since the hold end OK is received, the transmission / reception unit 11 resumes the transmission of the image data captured by the imaging unit 17 and the audio data acquired by the audio acquisition unit 19.

<Processing of terminal devices 10 and 70>
Each process of the terminal devices 10 and 70 in the above sequence diagram will be described with reference to FIGS. 20 and 21. FIG. 20 is an example of a flowchart for explaining the process performed by the terminal device 70. FIG. 20 starts when the session is established.

First, the advertisement display unit 82 determines whether or not the "hold" has been notified (S501). That is, it is determined whether or not the pending information 7005 is stored in the storage unit 7000. If the determination in step S501 is No, the image output unit 75 may output the content as it is on the communication screen.

If the determination in step S501 is Yes, the advertisement display unit 82 displays the advertisement screen 501 (S502). That is, the terminal device 70 switches the communication screen 800 displayed by the image output unit 75 to the advertisement screen 501 displayed by the advertisement display unit 82, or continuously displays the advertisement screen 501. The audio output unit 77 does not output audio data. You may output the music of the advertisement.

The operation input reception unit 72 determines whether or not the advertisement has been clicked (S503). When the advertisement is clicked (Yes in S503), the operation information transmitting unit 83 transmits the operation information (for example, the number of clicks associated with the advertisement ID and the display time) together with the communication ID (S504).

The advertisement display unit 82 displays the individual advertisement page 501-2 of the clicked advertisement on the display 720 (S505).

FIG. 21 is an example of a flowchart for explaining the process performed by the terminal device 10. FIG. 21 starts when the session is established.

First, the interest level display unit 22 determines whether or not the state is being operated in the "hold" state (S601). That is, it is determined whether or not the pending information 1003 is stored in the storage unit 1000.

If the determination in step S601 is No, the image output unit 16 may output the content as it is on the communication screen.

If the determination in step S601 is Yes, the interest level display unit 22 displays the interest level screen 601 (S602). That is, the terminal device 10 switches from the communication screen 800 displayed by the image output unit 16 to the interest level screen 601 displayed by the interest level display unit 22, or continuously displays the interest level screen 601. However, the operator a can switch between the communication screen 800 and the interest level screen 601.

Next, the interest level display unit 22 determines which of the interest level screen 601 and the communication screen 800 is displayed by the operator a (S603).

When the operator a is displaying the interest level screen 601, the interest level display unit 22 displays the interest level screen 601 on the display 720 (S604).

<Display example screen>
<< Guest side >>
FIG. 22 is a diagram showing an example of the advertisement screen 501 displayed by the terminal device 10 operated by the guest g. FIG. 22A is a top page 501-1 of the advertisement screen 501, and FIG. 22B is an individual advertisement page 501-2 of the advertisement screen 501. A list of advertisements is displayed on the top page 501-1 of the advertisement screen 501. Although six advertisements are displayed in FIG. 22A, the number of advertisements is appropriately determined. A scrollable screen can display more ads.

When the advertisement screen 501 is created, the advertisement display unit 82 holds the advertisement position and the advertisement ID in association with each other, and the operation input reception unit 72 can specify the pressed advertisement ID by the position pressed by the guest g. .. When an advertisement is selected on the top page 501-1 of the advertisement screen 501, the advertisement display unit 82 identifies the advertisement ID and displays detailed information of the advertisement on the individual advertisement page 501-2. As a result, the operation input reception unit 72 associates the number of clicks with the advertisement ID. Further, when the advertisement display unit 82 displays the individual advertisement page 501-2 of the advertisement screen 501, the operation input reception unit 72 starts measuring the display time in association with the advertisement ID.

The advertisement data may be transmitted in a known format such as XML or JSON, or may be transmitted in a unique format. Further, the management system 50 may transmit the URL as advertisement data, and the terminal device 70 may access the URL with a browser to display a specific advertisement.

<< Operator side >>
Subsequently, some examples of the interest level screen 601 displayed by the terminal device 10 operated by the operator a will be described.

・ Display example of interest screen 1
FIG. 23 is a diagram for explaining the interest level screen 601 displayed by the terminal device 10. FIG. 23A is an example of the interest level screen 601 immediately after being displayed by the terminal device 10. That is, the degree of interest screen 601 displayed in step S206. Since the interest level data is not transmitted to the terminal device 10, the interest level screen 601 of FIG. 23A does not display the interest level data, and the title 602, the advertisement list 603, the screen switching button 604, and the hold end button 605 are displayed. , The advertisement selection button 606, and the voice transmission button 607.

The title 602 describes the content of the interest screen 601. The advertisement list 603 is a list of advertisements transmitted to the terminal device 70. As a result, the operator a can grasp what kind of advertisement is sent to the guest g. The screen switching button 604 is a button for switching from the interest level screen 601 to the communication screen 800. Since the terminal device 70 is transmitting the content data even during the hold, the operator a can arbitrarily switch to the communication screen 800. The hold end button 605 is a button for the operator a to input the hold end. The advertisement selection button 606 is a button for the operator a to display the advertisement selection screen 810 of FIG. 19B again. Therefore, if it is determined that the advertisement transmitted to the terminal device 70 is not appropriate, the operator a can change the advertisement. For example, if an ad is not clicked and the display time does not increase, you can switch to another ad. The voice transmission button 607 is a button for the operator a to temporarily transmit voice data to the terminal device 70. That is, the operator a can send a message, a question, or the like without switching the screen displayed by the terminal device 70 from the advertisement screen 501 to the communication screen 800 while being held. Since the voice output unit 77 of the terminal device 70 is muted, a signal to be unmuted flows from the terminal device 10 to the terminal device 70 via the management system 50 only while the voice transmission button 607 is pressed.

FIG. 23B is an example of the interest level screen 601 displayed when the terminal device 10 receives the interest level data. In the interest level screen 601 of FIG. 23B, the thumbnail 608 of the advertisement is displayed larger as the degree of interest is higher. Further, the interest level screen 601 has a sort type switching button 609. The sort type switching button 609 is a button for the operator a to switch whether to sort and display the advertisement according to the display time, the number of clicks, or the total (both the display time and the number of clicks) in the interest level data. .. FIG. 23B shows that the items are sorted by display time.

When the sort type switching button 609 is "display time", the interest level display unit 22 converts the display time for each advertisement transmitted as interest level data into the size of the thumbnail 608, and the size of the thumbnail 608 of each advertisement. Determine the size.
Thumbnail 608 size = k1 x display time However, the minimum and maximum values of the thumbnail 608 size are predetermined. ki (i is an integer) is a constant of proportionality.

When the sort type switching button 609 is the "click count", the interest level display unit 22 performs the same calculation for the click count.
Size of thumbnail 608 = k2 × number of clicks When the sort type switching button 609 is “comprehensive”, the interest level display unit 22 weights the display time and the number of clicks to perform the same calculation.

Size of thumbnail 608 = k3 x display time + k4 x number of clicks In such a display method, the size of a plurality of thumbnails 608 may reach the maximum value, which makes it difficult for the operator a to place an order. After the size of the thumbnail 608 reaches the maximum value, the size of the thumbnail 608 may be determined by the relative value of the display time. It may be displayed in this way even before the maximum value is reached.
Size of each thumbnail 608 = maximum value x (display time of each advertisement / maximum display time)
In this way, the size of the thumbnail 608 of the advertisement having the maximum display time becomes the maximum value, and the size of the thumbnail 608 of the other advertisements can be determined according to the ratio of the display time of each advertisement to the maximum display time.

As shown in FIG. 23B, since the degree of interest is represented by the size of the thumbnail 608, the operator a can easily grasp which advertisement the guest g is highly interested in. Since the interest level display unit 22 recalculates the size of the thumbnail 608 each time the interest level data is transmitted, the operator a can grasp in real time which advertisement the guest g is interested in.

・ Display example of interest screen 2
FIG. 24 is an example of the interest level screen 601 displayed when the terminal device 10 receives the interest level data. In FIG. 24, thumbnails 608 of advertisements are displayed from the top in descending order of degree of interest, and the display time is represented by the length of bar 610, which is a bar-shaped display component, in association with the thumbnails 608 of each advertisement. The sort type switching button 609 is the same as in FIG. 23 (b).

The interest level display unit 22 sorts the advertisements in descending order of display time for each advertisement transmitted as interest level data, and determines the display order of the advertisements.

Further, the interest level display unit 22 converts the display time for each advertisement transmitted as the interest level data into the length of the bar 610, and determines the size of the bar of each advertisement.
Bar length = k5 x display time However, the maximum value of the bar 610 length is predetermined. When the sort type switching button 609 is the number of clicks, the same calculation is performed for the number of clicks.
Bar length = k6 x number of clicks When the sort type switching button 609 is total, the display time and the number of clicks are weighted and the same calculation is performed.

Bar length = k7 × display time + k8 × number of clicks Similar to the display time, the interest level display unit 22 can determine the length of the bar 610 by a relative value of the display time.
Bar length of each ad = maximum value x (display time / maximum display time)
In this way, the length of the bar 610 of the advertisement having the maximum display time becomes the maximum value, and the length of the bar 610 of the other advertisement can be determined according to the ratio of the display time of each advertisement to the maximum display time.

As shown in FIG. 24, since the degree of interest is represented by the length of the bar 610, the operator a can easily grasp which advertisement the guest g is interested in. Since the interest level display unit 22 recalculates the length of the bar 610 each time the interest level data is transmitted, the operator a can grasp in real time which advertisement the guest g is interested in.

・ Display example of interest screen 3
FIG. 25 is an example of the interest level screen 601 displayed when the terminal device 10 receives the interest level data. In FIG. 25, the tag 611 of the advertisement having a high degree of interest is displayed as large as. Since each advertisement data has a tag 611, the tag 611 of the pressed advertisement is also specified. The size of the tag 611 can be changed by weighting the tag 611 on at least one of the display time and the number of clicks. Since the sort type switching button 609 is the "display time" in FIG. 25, the size of the tag 611 is determined according to the display time.

FIG. 26 is an example of a flowchart showing a procedure in which the interest level display unit 22 displays the interest level screen 601 of FIG. 25.

First, the interest level display unit 22 acquires the tag of each advertisement included in the interest level data transmitted from the management system 50, the display time of each advertisement, and the number of clicks (S301). The display time and the number of clicks of each tag associated with the same advertisement will be the same.

Next, the interest level display unit 22 extracts duplicate tags in different advertisements (S302). For example, if the tag "fish" is included in separate ads, the tag "fish" is extracted.

Next, the interest level display unit 22 totals the display time and the number of clicks of tags that are duplicated in different advertisements (S303). This allows you to integrate the display time and clicks of duplicate tags in different ads. Tags that are duplicated in different advertisements may be tags that guest g is particularly interested in, and the integration makes it easier for operator a to understand guest g's interest.

Next, the interest level display unit 22 determines the size of the tag at least one of the display time and the number of clicks for each tag (S304).
Tag size = k9 x display time Tag size = k10 x number of clicks Tag size = k11 x display time + k12 x number of clicks The minimum and maximum values of the tag 611 size are predetermined. After the size of the plurality of tags 611 reaches the maximum value, the length of the tags 611 may be determined by the relative value of at least one of the display time and the number of clicks.

Next, the advertisement display unit 82 is arranged in the work area so that the tags 611 do not overlap (S305). This work area is a drawing area having the same aspect ratio as the interest screen 601 but having no size limitation. As a method of arranging, for example, there is a method of generating an circumscribed rectangle of the tag 611 and arranging it in the center of the work area in order from the largest tag 611. The following tags are placed towards the periphery of the work area so that the circumscribed rectangles do not overlap. It is advisable to provide a margin so that the tags do not come too close together. As shown in FIG. 25, the tag 611 may be rotated.

The reduction ratio is calculated so that all the tags placed in the work area enter the interest screen 601. The character size of the tag is changed by this reduction ratio, and this time, it is arranged on the interest level screen 601 (S306). The arrangement method shown in FIG. 26 is an example, and different arrangement methods may be adopted as appropriate.

With the interest level screen 601 as shown in FIG. 25, the operator a can grasp the interest of the guest g as a character.

・ Display example of interest level screen 4
Similar to the display example 3 of the interest level screen 601, the line-of-sight direction of the guest g can be used as a method of displaying by changing the size of the tag 611 according to the degree of interest.

FIG. 27 is a diagram illustrating a display method of the interest level screen 601 using the line-of-sight direction. FIG. 27A is an example of the individual advertisement page 501-2 of the advertisement screen 501. 27 (a) is the same as FIG. 22 (b), but the usage in the line-of-sight direction is the same for the individual advertisement page 501-2 of any advertisement.

When the line-of-sight direction is used, it is assumed that the tags are associated with the materials 613a and 613b displayed as images in the advertisement data. FIG. 27B shows the areas 612a and 612b where the materials 613a and 613b are displayed. By utilizing the fact that the tags are associated with the materials 613a and 613b, it is possible to associate the tags with the areas of each material on the individual advertisement page 501-2. Therefore, the materials 613a, 613b, regions 612, 612b and tags are associated.

Since the advertisement display unit 82 manages which material 613a and 613b are displayed on the individual advertisement page 501-2, the operation input reception unit 72 can specify the tag when the line-of-sight direction is known. For example, in the examples of FIGS. 27 (a) and 27 (b), when the line of sight to the material 613a is detected, the tag "equipment" is specified, and when the line of sight to the material 613b is detected, the tag "mountain" is specified. Is identified.

The operation input reception unit 72 records the line-of-sight direction detected by the line-of-sight direction detection unit 84 in association with the position information of the individual advertisement page 501-2. For example, divide the individual advertisement page 501-2 into squares of a predetermined size according to the resolution in the line-of-sight direction, and vote for the square 614 in which the line-of-sight is detected while the individual advertisement page 501-2 is displayed. Is repeated at regular intervals.

FIG. 27 (c) shows the individual advertisement page 501-2, which is divided into squares and the number of detected lines of sight is voted. The numerical value is the number of detected lines of sight of each square 614. The operation input receiving unit 72 totals the number of votes for the squares 614 corresponding to the areas 612a and 612b of the materials 613a and 613b for each of the areas 612a and 612b. Since one or more tags are associated with the materials 613a and 613b, the number of votes for the tags becomes clear. First, the number of votes for each tag is transmitted to the management system 50 as operation information. The interest level aggregation unit 56 of the management system 50 generates interest level data in which the number of votes is associated with each tag.

FIG. 28 shows an example of an advertisement management table in which the number of votes is associated with each tag. Since the tag included in the advertisement management table and the number of votes are transmitted to the terminal device 10 as interest degree data, the interest degree display unit 22 changes the size of the tag according to the number of votes and displays it as in the display example 3. be able to.

FIG. 29 is an example of the interest level screen 601 displayed when the terminal device 10 receives the interest level data. In FIG. 29, the tag 611 of the advertisement having a high degree of interest (number of detected lines of sight) is displayed as large as. Similar to FIG. 25, the operator a can grasp the interest of the guest g as a character. Further, the display time increases even when the guest g does not actually see it, but the number of votes based on the line-of-sight direction does not increase unless the guest g sees it, so that the user's interest can be measured more accurately.

FIG. 30 is an example of a flowchart showing a procedure in which the terminal device 70 measures the number of votes for each tag. The process of FIG. 30 is executed while the terminal device 70 is displaying the advertisement screen 501.

The line-of-sight direction detection unit 84 detects the line-of-sight direction of the guest g (S401).

Next, the operation input receiving unit 72 votes for the square in which the line-of-sight direction is detected (S402).

Next, the operation input reception unit 72 totals the number of votes for the squares corresponding to the area of the material for each material (S403).

Next, the operation information transmission unit 83 transmits the number of votes for each tag and the number of votes for each cell to the management system 50 at regular time intervals (S404). The number of votes in each square is used to display the heat map described later.

FIG. 31 is an example of a flowchart showing a procedure in which the interest level display unit 22 displays the interest level screen 601 of FIG. 29. In the description of FIG. 31, the difference from FIG. 26 will be mainly described. The process of FIG. 31 is different in that the display time and the number of clicks are changed to the number of votes, and the overall flow is the same as that of FIG. 26.

Subsequently, with reference to FIG. 32, a heat map using the number of votes for the square 614 will be described. FIG. 32 shows a heat map superimposed on the individual advertisement page 501-2. In FIG. 32, a heat map corresponding to the number of votes is displayed for each individual advertisement page 501-2. The interest level display unit 22 can display the heat map as shown in FIG. 32 by referring to the table in which the number of votes and the color are associated with each other and determining the color of the square according to the number of votes.

The dark part of the heat map is the area that guest g has been watching for a long time. Therefore, the operator a can determine that the guest g is interested in the dark-colored portion.

The line-of-sight area can be detected not only on the individual advertisement page 501-2 but also on a screen displayed on the terminal device 70 such as the top page 501-1 of the advertisement screen 501, and the terminal device 10 heats up on each screen. You can view the map.

The operator a who browses the interest level screen 601 as shown in FIGS. 23, 24, 25, 29, and 32 can grasp the interest level of the guest g and utilize it for the business negotiation after the hold is completed. Therefore, it is possible to negotiate a business immediately after presenting the advertisement in consideration of the degree of interest in the advertisement.

<Example of display modification of advertisement screen and interest screen>
In the present embodiment, the advertisement screen 501 and the interest level screen 601 are displayed on hold, but the advertisement screen 501 and the interest level screen 601 may be displayed during customer service.

FIG. 33 shows an example of the advertisement and the degree of interest displayed by the terminal devices 10 and 70 during customer service. FIG. 33 (a) shows the communication interest level screen 620 displayed by the terminal device 10, and FIG. 33 (b) shows the communication advertisement screen 621 displayed by the terminal device 70.

Since communication is in progress, the terminal devices 10 and 70 both display the captured images of the operator a and the guest 622,623, further, the terminal device 70 displays the advertisement 624, and the terminal device 10 has a degree of interest. 625 is displayed. The operator a can input an operation of giving priority to the image 622 or the image 622,623 to give priority to the image 622 or the image 622,623, grasp the interest degree 625 in real time, and serve the customer. The operation of the guest g on the terminal device 70 may be restricted, but at least the advertisement 624 can be viewed while receiving customer service. If the operation of the guest g is not restricted, the guest g inputs an operation of giving priority to the image 624 over the images 622 and 623 or giving priority to the image 622 and 623, and browses and operates the advertisement 624 in real time. Information can be transmitted to the management system 50.

<Summary>
As described above, the communication system 100 of the present embodiment delivers the advertisement to the store side while the customer service is on hold, measures the degree of interest of the user in the advertisement from the operation on the advertisement, and provides the advertisement to the call center in real time. .. The degree of interest displayed on the degree of interest screen 601 is visualized, and the operator a can easily grasp which advertisement and how much interest the guest g has shown. Therefore, the operator a can immediately reflect the advertisement that the guest is interested in in the customer service and serve the customer. Since the measurement result of the degree of interest can be reflected immediately, the time when the operator a is temporarily away from the desk (the time when the customer is not serving) can be effectively utilized.

When the customer service is resumed but put on hold again, the advertisement is displayed again, the measurement of the interest level of the guest g can be continued, and the accuracy of which advertisement is interested can be improved. When the advertisement is displayed again, the operator a can select whether to display the advertisement that the guest g was watching last or to display another advertisement in consideration of the degree of interest in the advertisement so far. ..

<Other application examples>
The best mode for carrying out the present invention has been described above with reference to Examples, but the present invention is not limited to these Examples, and various modifications are made without departing from the gist of the present invention. And substitutions can be made.

For example, in the above embodiment, the management system 50 aggregates the interest level data, but the terminal device 10 of the call center may perform the aggregation. In this case, the operation information transmitted by the terminal device 70 may be transmitted to the terminal device 10. Further, the advertisement management DB 5004 is held by the terminal device 70.

Further, for example, in the present embodiment, the attribute information is determined by the application software, but the guest may input the attribute information. For example, if the guest wants to operate the camera switching by himself / herself, he / she inputs the attribute information that he / she has the skill, and if he / she does not want or cannot operate the camera switching by himself / herself, he / she inputs the attribute information that he / she does not have the skill.

Further, the management system 50 may have the function of the relay device 30, or the relay device 30 may have the function of the management system 50. Further, the function of the management system 50 may be realized by a plurality of servers, or a plurality of management systems 50 may exist.

Further, the configuration examples such as FIG. 6 shown in the above examples are divided according to the main functions in order to facilitate understanding of the processes of the management system 50 and the terminal devices 10 and 70. However, the present invention is not limited by the method and name of division of each processing unit. The management system 50 and the terminal devices 10 and 70 can be further divided into more processing units according to the processing contents. Further, one processing unit can be divided so as to include more processing.

Each function of the embodiment described above can be realized by one or more processing circuits. Here, the "processing circuit" in the present specification is a processor programmed to execute each function by software such as a processor implemented by an electronic circuit, or a processor designed to execute each function described above. It shall include devices such as ASIC (Application Specific Integrated Circuit), DSP (digital signal processor), FPGA (field programmable gate array) and conventional circuit modules.

7 stores 8 call centers 10 terminal equipment 30 relay equipment 70 terminal equipment 100 communication system

Special Table 2001-283087

Claims (13)

A communication system in which a first terminal device and a second terminal device communicate with each other via a network.
The second terminal device is
Information regarding the degree of interest of the user of the second terminal device for the displayed advertisement is transmitted to the first terminal device, and the information is transmitted to the first terminal device.
The first terminal device is
A communication system characterized in that the degree of interest of a user of the second terminal device viewing the advertisement is displayed in real time based on the information about the degree of interest. The second terminal device is
The first terminal device notifies that the user of the first terminal device has put the communication on hold.
Information about the user's interest in the second terminal device for the advertisement displayed on hold is transmitted to the first terminal device, and the information is transmitted to the first terminal device.
The first terminal device is
The communication system according to claim 1, wherein the degree of interest of the user of the second terminal device who is viewing the advertisement while pending is displayed in real time. The second terminal device is
Before being notified that it was put on hold, the image captured by the first terminal device is displayed.
The communication system according to claim 2, wherein when the person on hold is notified, the display of the image transmitted from the first terminal device is switched to the display of the advertisement. The second terminal device is
Information on the degree of interest of the user of the second terminal device for the advertisement displayed on hold is repeatedly transmitted to the first terminal device.
The first terminal device is
Claim 2 or claim 2, wherein the interest level of the user of the second terminal device who is viewing the advertisement during the hold is displayed in real time based on the information about the interest level repeatedly transmitted during the hold. 3. The communication system according to 3. The second terminal device is located in a store of goods or services.
Display advertisements related to the products or services handled by the store,
The first terminal device is
The communication system according to any one of claims 2 to 4, wherein the degree of interest of the user of the second terminal device viewing the advertisement for the product or service is displayed in real time. The second terminal device is
As information on the degree of interest, it has an operation input reception unit for acquiring at least one of the display time and the number of clicks of the advertisement.
The first terminal device is
The invention according to any one of claims 1 to 5, wherein the display time or the number of clicks is increased, and the thumbnail having the thumbnail related to the advertisement is displayed as the interest level. Communications system. The second terminal device is
As information on the degree of interest, it has an operation input reception unit for acquiring at least one of the display time and the number of clicks of the advertisement.
The first terminal device is
Any of claims 1 to 5, wherein a bar-shaped display component that becomes longer as the display time or the number of clicks increases is used as the degree of interest, and has an interest degree display unit that is displayed in association with the advertisement. The communication system according to item 1. The advertisement displayed by the second terminal device has a tag related to the advertisement.
The second terminal device is
As information on the degree of interest, it has an operation input reception unit for acquiring at least one of the display time and the number of clicks of the advertisement.
The first terminal device is
The display time or clicks of the tag related to the advertisement are determined according to the display time or clicks of the advertisement.
The communication system according to any one of claims 1 to 5, further comprising an interest degree display unit that displays the tag, which is larger as the display time or the number of clicks is larger, as the interest degree. The advertisement displayed by the second terminal device has a tag related to the advertisement.
The second terminal device is
It has a line-of-sight direction detection unit that detects the line-of-sight direction of the user of the second terminal device for the advertisement.
Based on the correspondence between the position of the material of the advertisement and the tag, the tag associated with the material displayed in the line-of-sight direction detected by the line-of-sight direction detection unit is determined.
Based on the number of detected lines of sight for each area in which the material is displayed, the number of detected lines of sight for the tag is determined and transmitted to the first terminal device as information on the degree of interest.
The first terminal device is
The communication system according to claim 8, further comprising a degree of interest display unit that displays the tag as the degree of interest, which is larger as the number of lines of sight detected with respect to the tag is larger. The second terminal device is
The number of detected lines of sight is detected for each square in which the screen on which the advertisement is displayed is divided into squares and transmitted to the first terminal device.
The communication system according to claim 9, wherein the interest level display unit displays a heat map generated according to the number of detected lines of sight for each square as the interest level on an advertisement. A terminal device that communicates with a second terminal device via a network.
Upon receiving the information regarding the degree of interest of the user of the second terminal device in the advertisement displayed by the second terminal device,
A terminal device characterized in that the user's degree of interest of the second terminal device viewing the advertisement is displayed in real time based on the information about the degree of interest. It is a communication method performed by a communication system in which a first terminal device and a second terminal device communicate via a network.
The second terminal device is
It has a step of transmitting information about the user's interest level of the second terminal device to the displayed advertisement to the first terminal device.
The first terminal device is
It has a step of displaying the degree of interest of the user of the second terminal device viewing the advertisement in real time based on the information about the degree of interest.
A communication method characterized by that. For terminal devices that communicate with the second terminal device via a network,
A step of receiving information on the degree of interest of the user of the second terminal device in the advertisement displayed by the second terminal device, and
A step of displaying the degree of interest of the user of the second terminal device viewing the advertisement in real time based on the information about the degree of interest, and
A program characterized by executing.