JP2022049551A - Business support system - Google Patents

Abstract

To provide a technique suitable for business activities.SOLUTION: A business support system has a customer terminal, a business terminal, and a management apparatus for providing a chat service between the customer terminal and the business terminal. The management apparatus has a transmitting unit for transmitting URLs different between the customer terminals via a short message service, and a service provision control unit for providing the chat service using a web browser of the customer terminal when the customer terminal accesses the URL transmitted by the transmitting unit.SELECTED DRAWING: Figure 10

Description

An embodiment of the present invention relates to a sales support system.

Non-face-to-face communication tools in business include telephone, email, SNS (Social Networking Service), and SMS (Short Message Service). Of these, the telephone is capable of direct dialogue with customers and is easy to convey emotions. E-mail can be communicated at the convenience of the customer, and various files can be sent, so the amount of information that can be transmitted is large. Since SNS has many users, it is easy to use as a communication tool. SMS can send a short sentence as long as it knows the customer's mobile phone number.

Japanese Unexamined Patent Publication No. 2019-114054

However, in the case of a call of unknown origin, the customer often does not receive the call. As for e-mail, the number of advertising e-mails has increased with the spread of smartphones, and the number of customers who leave their e-mails without seeing them is increasing rapidly. Furthermore, in SNS, it is not possible to contact a customer without the permission of the other party, for example, becoming a "friend". In SMS, communication costs are often incurred each time an SMS is transmitted.

In this way, it is hard to say that conventional communication tools are preferable for customers and business people because it is difficult to contact customers, interact with customers, and become one-way sales activities. ..

In view of the above circumstances, it is an object of the present invention to provide a technique suitable for business activities.

One aspect of the present invention is a sales support system including a customer terminal, a sales terminal, and a management device that provides a chat service between the customer terminal and the sales terminal, and the management device is for each customer terminal. Providing a service that provides a chat service using a web browser of the customer terminal when the customer terminal accesses the transmission unit that transmits different URLs using the short message service and the URL transmitted by the transmission unit. It is a sales support system equipped with a department.

INDUSTRIAL APPLICABILITY According to the present invention, it becomes possible to provide a technique suitable for sales activities.

It is a system configuration diagram which shows the system configuration of the sales support system 1. It is a functional block diagram which shows the functional structure of management server 100. It is a figure which shows the specific example of a customer database. It is a figure which shows the specific example of a URL database. It is a figure which shows the specific example of a log database. It is a figure which shows the specific example of the other person judgment database. It is a figure which shows the specific example of the convention form database. It is a figure which shows the specific example of the FAQ database. It is a functional block diagram which shows the functional structure of the operator terminal 200. It is a figure which shows the screen example of the customer terminal 400. It is a figure which shows various functions in a chat screen. It is a figure which shows various functions in a chat screen. It is a sequence diagram which shows the process until the chat screen is displayed. It is a sequence diagram which shows the process until the application of a financial product is completed. It is a sequence diagram which shows the process until SMS is transmitted by IVR.

Hereinafter, a specific configuration example of the present invention will be described with reference to the drawings.
The sales support system according to the present invention is a system for communication between a person who conducts sales and a customer. In the following description, an embodiment when the sales support system according to the present invention is applied to a system for communication between an operator of a financial institution and a customer thereof will be described as an example.

FIG. 1 is a system configuration diagram showing the system configuration of the sales support system 1. The sales support system 1 includes a management server 100, one or more operator terminals 200_1 to 200_n (n is an integer of 1 or more), a chatbot 300, and one or more customer terminals 400_1 to 400_m (m is an integer of 1 or more). To prepare for. Hereinafter, if each of the operator terminals 200_1 to 200_n is not particularly distinguished, any one of them will be referred to as an operator terminal 200. When each of the customer terminals 400_1 to 400_m is not particularly distinguished, any one is expressed as the customer terminal 400. Although only one chatbot 300 is drawn, a plurality of chatbots 300 may be provided or may be provided on the cloud. The management server 100 is an example of a management device. The operator terminal 200 is an example of a business terminal.

The network 500 is composed of a LAN (Local Area Network), a WAN (Wide Area Network), and a mobile phone line. The management server 100 and the customer terminal 400 can communicate with each other by at least a mobile phone line. The management server 100 and the operator terminal 200 can communicate with each other via LAN or WAN.

The operator terminal 200 is a terminal operated by an operator who sells to customers. The operator terminal 200 is an information processing device such as a personal computer. The chatbot 300 is a computer incorporating artificial intelligence. In the chatbot 300, a program that imitates a dialogue between humans is executed. By registering simple questions and frequently asked questions in this program, the chatbot 300 can answer those questions. Chatbots may not only answer questions, but may also be able to survey customers. When operating the chatbot 300, the purpose and goal of the chatbot 300 should be clarified, needs information should be collected, and an operation manager should be determined. By doing so, it is possible to perform suitable operation of the chatbot 300.

The customer terminal 400 is a terminal of the customer to be sold. The customer terminal 400 is, for example, a smartphone or a feature phone. In this embodiment, a smartphone will be described as an example of the customer terminal 400. The management server 100 provides a chat service between the operator terminal 200 or the chatbot 300 and the customer terminal 400. Further, the management server 100 is an information processing device such as a server.

FIG. 2 is a functional block diagram showing a functional configuration of the management server 100. The management server 100 includes a CPU (Central Processing Unit), a memory, an auxiliary storage device, and the like connected by a bus, and by executing a management program, a communication unit 110, a customer information storage unit 141, a log storage unit 143, and another person's determination are performed. It functions as a device including a storage unit 144 and a control unit 120. All or part of each function of the communication unit 110, the customer information storage unit 141, the log storage unit 143, the other person determination storage unit 144, and the control unit 120 are ASIC (Application Specific Integrated Circuit) or PLD (Programmable Logic Device). ) And FPGA (Field Programmable Gate Array) may be used. The management program may be recorded on a computer-readable recording medium. The computer-readable recording medium is, for example, a flexible disk, a magneto-optical disk, a portable medium such as a ROM or a CD-ROM, or a storage device such as a hard disk built in a computer system. The management program may be transmitted over a telecommunication line.

The communication unit 110 is a network interface. The communication unit 110 communicates with the operator terminal 200 and the customer terminal 400 via the network 500.

The customer information storage unit 141 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The customer information storage unit 141 stores the customer database. FIG. 3 is a diagram showing a specific example of the customer database. The customer database consists of customer identifiers, phone numbers, deliveries, passwords, and contacts.

The customer identifier is an identifier for uniquely identifying a customer. The telephone number is the customer's telephone number. The telephone number may be any telephone number as long as it is a telephone number for which SMS (Short Message Service) can be used. The delivery indicates whether or not the customer permits the delivery of information using SMS. If the customer permits delivery, it is indicated by OK, and if it is not permitted, it is indicated by NG. In the case of FIG. 3, the customer corresponding to the customer identifiers USER01 and USER02 is permitted to deliver, but the customer corresponding to the customer identifier USER03 is not permitted to deliver. In the following description, the "short message" refers to a message transmitted using SMS.

The password is a character string for authenticating that the customer is a legitimate user. By using the customer's date of birth, zip code, or the like as the password, the identity at the time of authentication may be improved. The person in charge is an identifier for uniquely identifying the operator in charge of the customer. If no person is assigned, it will be NULL instead of the operator's identifier.

The customer database can be generated from a spreadsheet file uploaded from the operator terminal 200 or a CSV format file. The customer's telephone number and, if necessary, the password are stored in the spreadsheet file or CSV format file.

The issue URL storage unit 142 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The issuing URL storage unit 142 stores the URL database. FIG. 4 is a diagram showing a specific example of the URL database. The URL database is composed of a customer identifier, a URL, and a deadline. In this embodiment, a different URL is issued for each customer. As a result, the customer terminal 400 that has accessed the issued URL is very likely to be a true customer who uses the customer terminal, and therefore, as compared with the case of issuing the same URL, unauthorized access is prevented. can do.

The URL in the URL database is a URL issued to the customer corresponding to the customer identifier. The expiration date indicates the expiration date (YYYYMMDD) of the URL. When the expiration date is reached, the issued URL becomes invalid. It is also possible for a person who conducts business (a financial institution in this embodiment) to specify the domain of the URL.

The log storage unit 143 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The log storage unit 143 stores a log indicating interaction between the operator and the customer. FIG. 5 is a diagram showing a specific example of a log database. The log database is composed of a customer identifier and a log. The log is a file that summarizes texts indicating the interaction between the operator and the customer, files submitted by the customer to the operator, files provided by the operator to the customer, and the like.

The other person determination storage unit 144 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The other person determination storage unit 144 stores the other person determination database. The other person determination database is a database for determining whether or not the current customer and the past customer are other people.

FIG. 6 is a diagram showing a specific example of the other person determination database. The other person determination database consists of a telephone number and the validity of the telephone number in each month from 1 month ago to 24 months ago. The validity of a telephone number indicates whether or not there is a contract for the telephone number. In FIG. 6, "○" indicates that there was a telephone number contract, and "x" indicates that there was no telephone number contract. FIG. 6 shows, as an example, the validity of the telephone number in each month from one month ago to 24 months ago, but the present invention is not limited to this. For example, it may be 1 month to 36 months ago or 1 month to 12 months ago, but in order to improve the accuracy of the judgment result for determining whether or not the person is another person, which will be described later, it may be as long as possible. It is preferable to have.

The method of determining whether or not a person is another person based on the presence or absence of a telephone number contract will be described. The canceled phone number will not be assigned to other users for a while. Therefore, there is a period T in which the contract is valid next to the period S in which the contract is valid, and then there is a period U in which the contract is valid again (hereinafter, also referred to as "other pattern"). In that case, it is highly possible that the contractor of the period S and the contractor of the period U are other people. In FIG. 6, the telephone number 090xxxxzz corresponds to the other person's pattern. The management server 100 determines that the person is another person when the effectiveness shown in the other person determination database corresponds to the other person's pattern.

The management server 100 updates the other person determination database once a month, for example. At the time of updating, if the distribution of the customer database corresponding to the telephone number newly determined to be another person's pattern is OK, the distribution may be updated to NG. As will be described later, the other person judgment database is also used for the credit judgment of the customer.

The convention form storage unit 145 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The convention form storage unit 145 stores the convention form database. FIG. 7 is a diagram showing a specific example of the convention form database. The agreement form database consists of document names, agreements, and forms. The agreement is a file that describes the terms of use for financial products and the like. This agreement is displayed on the customer terminal 400 when explaining the financial product. The form stores a file showing an input form for the customer to input information necessary for applying for a financial product or the like. For example, when applying for a card loan, P03. The pdf is referenced and the form is F03. See html.

In this way, by storing the form in advance, the operator can immediately send the terms and conditions on the chat screen or display the form if the customer indicates the intention such as a contract, so that the customer can be displayed. Can be applied easily without stress. Since the form can be created by a person who conducts sales, it is possible to prepare a form suitable for each company. Further, when displaying the form, among the information about the customer stored in the management server 100 or the like, necessary information in the form may be automatically input and displayed.

The FAQ storage unit 146 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The FAQ storage unit 146 stores the FAQ database. FIG. 8 is a diagram showing a specific example of the FAQ database. FAQ consists of questions and answers. For example, answer A1 corresponds to question Q1. Questions and answers are provided with tags (not shown) used in the search.

The convention storage unit 147 is configured by using a storage device such as a magnetic hard disk device or a semiconductor storage device. The contract storage unit 147 stores a database in which the contracts and the like of the product are described for each financial product.

The control unit 120 in FIG. 2 controls the operation of each unit of the management server 100. The control unit 120 is executed by a device including, for example, a processor such as a CPU and a RAM. By executing the management program, the control unit 120 includes a display control unit 121, an authentication unit 122, a translation unit 123, an input determination unit 124, a reminder notification unit 125, another person determination unit 126, a URL generation unit 127, and an OCR unit 128. It functions as a credit determination unit 129, a response support unit 130, a gift issuing unit 131, and an IVR unit 132.

The display control unit 121 controls the entire screen displayed on the customer terminal 400 and the operator terminal 200. The authentication unit 122 refers to the password of the customer database and authenticates that the customer is a legitimate user. The translation unit 123 translates the language selected by the customer into Japanese. By translating by the translation unit 123, it is possible to improve business opportunities and customer satisfaction by mainly dealing with foreign residents in languages other than Japanese. Further, the existing automatic translation function may be utilized as the translation unit 123. Further, during translation, the customer terminal 400 may display "automatic translation in progress". The translatable language may be English, Chinese (simplified), Korean, Vietnamese, Burmese, Portuguese, Spanish, or the like.

The input determination unit 124 determines whether or not the operator is performing an input operation in the operator terminal 200. When it is determined that the operator is performing the input operation, the control unit 120 causes the customer terminal 400 to display the content indicating that the operator is performing the input operation.

The reminder notification unit 125 notifies the customer terminal 400 of a message prompting the customer to input when the state in which the customer is requested to input has elapsed for a predetermined time (for example, 10 minutes or the like) in the customer terminal 400. As a result, even if the customer forgets to see the operator's message due to misunderstanding of the customer, for example, the chat can be resumed earlier than the case where the message prompting the customer to input is not sent.

The other person determination unit 126 determines whether or not the current customer and the past customer are other people by referring to the other person determination database. The URL generation unit 127 generates a different URL for each customer and issues the generated URL. The issued URL is stored in the URL database.

The OCR unit 128 acquires text data from the image data. As mentioned above, the customer can submit the file. For example, the customer submits an image file containing a character string such as an address such as a license or an annual income certificate, and the OCR unit 128 acquires the address or the like as text data from the image file. The acquired address and the like are automatically entered in the above-mentioned form.

The credit determination unit 129 refers to the other person determination database and evaluates the credit ability of the customer. The credit determination unit 129 evaluates in the other person determination database that the longer the customer's contract is valid, the higher the credit ability. The evaluation result is displayed on the operator terminal 200. The response support unit 130 supports the operator's response. Specifically, the response support unit 130 searches the FAQ database for words included in the input contents of the customer or the operator, and displays the FAQs related to the input contents on the operator terminal 200. The gift issuing unit 131 issues an electronic gift to the customer according to an instruction from the operator terminal 200. This electronic gift may be used, for example, as an incentive to a chat screen. By using it as an incentive to the chat screen, the number of casual contacts from customers can be further increased, and customer satisfaction can be further improved by gifts.

The IVR unit 132 provides an IVR (Interactive Voice Response) function. The IVR unit 132 sorts out the contents of the customer's question in response to the incoming call from the customer, connects to an appropriate operator, or transmits SMS to the customer terminal 400.

FIG. 9 is a functional block diagram showing a functional configuration of the operator terminal 200. The operator terminal 200 includes a CPU, a memory, an auxiliary storage device, and the like connected by a bus, and functions as a device including a communication unit 210, an input unit 211, a display unit 212, and a control unit 220 by executing a sales-side program. do.

The communication unit 210 is a network interface. The communication unit 210 communicates with the management server 100 via the network 500. The input unit 211 is configured by using an input device such as a touch panel, a mouse, and a keyboard. The input unit 211 may be an interface for connecting the input device to the operator terminal 200. In this case, the input unit 211 generates input data (for example, instruction information indicating an instruction to the operator terminal 200) from the input signal input in the input device, and inputs the input data to the operator terminal 200.

The display unit 212 is an output device such as a CRT (Cathode Ray Tube) display, a liquid crystal display, and an organic EL (Electro Luminescence) display. The display unit 212 may be an interface for connecting the output device to the operator terminal 200. In this case, the display unit 212 generates a video signal from the video data and outputs the video signal to the video output device connected to the display unit 212.

All or part of each function of the communication unit 210 and the control unit 120 may be realized by using hardware such as ASIC, PLD, or FPGA. The sales program may be recorded on a computer-readable recording medium. The computer-readable recording medium is, for example, a flexible disk, a magneto-optical disk, a portable medium such as a ROM or a CD-ROM, or a storage device such as a hard disk built in a computer system. The business side program may be transmitted via a telecommunication line.

The control unit 220 in FIG. 9 controls the operation of each unit of the operator terminal 200. The control unit 220 is executed by a device including, for example, a processor such as a CPU and a RAM. The control unit 220 functions as a display control unit 221, a button input unit 222, an input determination unit 223, an allocation unit 224, and a log viewing unit 225 by executing a sales-side program.

The display control unit 121 controls the entire screen displayed on the display unit 212. The button input unit 222 accepts the input of the button to be displayed on the customer terminal 400. The input determination unit 223 determines whether or not the operator is operating on the input unit 211. The determination result by the input determination unit 223 is notified to the management server 100. The allocation unit 224 allocates a person in charge for each user. For example, a person who manages an operator assigns a person in charge to each user by the allocation unit 224. The assigned operator identifier is reflected in the person in charge of the customer database described with reference to FIG. When the user identifier is specified, the log viewing unit 225 refers to the log database described with reference to FIG. 5, and displays the log of the user corresponding to the specified user identifier on the display unit 212. The log viewing unit 225 may output the contents of the log as a spreadsheet file or a CSV format file.

The operator terminal 200 can communicate with a plurality of customer terminals 400 at the same time. Therefore, one operator can communicate with a plurality of customers at the same time. For example, when the communication tool is a telephone, one operator can handle only one customer, so that the number of received calls temporarily increases and the call volume overflows, resulting in opportunity loss and complaints. In addition, due to various circumstances, the call center may not be fully occupied by operators, and sufficient operators may not be secured. Even in such a case, in this embodiment, since one operator can communicate with a plurality of customers at the same time, it is possible to suppress the occurrence of opportunity loss, complaints, etc., and it is not possible to sufficiently secure operators. You can respond flexibly even in such cases.

Next, a specific screen example will be described. FIG. 10 is a diagram showing a screen example of the customer terminal 400. FIG. 10A is a diagram showing an SMS screen. The management server 100 first sends a short message to the customer terminal 400 in order to start a chat between the customer and the operator. As a result, the message 501 is displayed on the customer terminal 400. There are two types of short message transmission timings for the management server 100: a case where the short message is transmitted immediately after receiving an instruction from the operator, and a case where the short message is transmitted when the date and time set by the operator arrives. Further, as the destination of the short message, one destination or a plurality of destinations can be specified. If multiple destinations are specified, a short message will be sent to multiple destinations all at once. Further, even when the operator receives an inquiry call from the customer, the operator can respond by using the chat screen by transmitting a short message from the operator terminal 200 to the customer terminal.

The message 501 indicates that the information is about a financial product and that the information is conveyed by chat. Also, URL 502 is displayed. The URL displayed here is a URL generated by the URL generation unit 127. When the customer terminals 400 access the URL by tapping the URL 502, the identity verification screen shown in FIG. 10B is displayed.

The identity verification screen is displayed by a web browser installed as standard on the customer terminal 400. The chat service provided after that is also controlled by the management server 100 as a service using a web browser.

On the identity verification screen, a password input area 503, a login button 504, a language selection menu 505, and a delivery stop button 506 are displayed. The password input area 503 is an area where the customer inputs a password. The login button 504 is a button for the customer to request login. After entering the correct password, the customer taps the login button 504 to display the chat screen shown in FIG. 10 (C).

The language selection menu 505 is a pull-down menu for the customer to select a language. On the customer terminal 400, an operator's message or the like is displayed in the language selected by the language selection menu 505. The unsubscribe button 506 is a button for the customer to request unsubscribe of the short message in order to comply with the specific e-mail method. When the delivery stop button 506 is tapped, the screen switches to an end screen (not shown). Further, the management server 100 updates the distribution of the user database corresponding to the user who taps the distribution stop button 506 to NG. When the delivery stop button 506 is tapped, a screen for reconfirming that the delivery may be stopped may be displayed.

On the chat screen shown in FIG. 10C, a company display area 510, a message display area 511, an operator icon 512, a pictogram button 513, a message input area 514, and an input button 515 are displayed. The company display area 510 indicates which company's chat screen the chat screen is. In the case of FIG. 10C, the character string is displayed in the company display area 510, but a logo mark or the like can also be displayed.

The message display area 511 is an area in which a message is displayed. Further, the message display area 511 is displayed together with an operator icon indicating an operator or a customer icon indicating a customer. In the chat screen displayed on the customer terminal 400, the operator icon is displayed on the right side and the customer icon is displayed on the left side.

A balloon is provided in the message 511 display area to indicate whether the message is issued by the customer or the operator. The operator icon 512 indicates that the message in the message display area 511 is a message issued by the operator.

The pictogram button 513 is a button for the customer to input a pictogram. When the pictogram button 513 is tapped, a screen (not shown) for inputting a pictogram is displayed. The message input area 514 is an area for a customer to input a message. The input button 515 is a button for the customer to input a character string. When the input button 515 is tapped, a software keyboard (not shown) for inputting a character string is displayed. In addition, the chat screen is scrollable, and customers can scroll to view past exchanges.

11 and 12 are diagrams showing various functions on the chat screen. FIG. 11A is a diagram showing a read function. In FIG. 11A, the read button 520 is displayed. The read button 520 is displayed for each operator message. When the customer taps the read button 520, the operator terminal 200 displays that the corresponding message has been read by the customer. It should be noted that the operator can select whether or not to use the read function.

FIG. 11B is a diagram showing an image file transmission function. In FIG. 11B, an image 521 showing a driver's license is displayed. This image 521 is an image taken by the customer terminal 400 and transmitted by the customer terminal 400. The operator can also send the image. Further, the OCR unit 128 of the management server 100 acquires text data from an image including a character string such as a driver's license.

FIG. 11C is a diagram showing a PDF (Portable Document Format) file transmission function. In FIG. 11C, an image 522 showing a PDF file is displayed. This PDF file is a PDF file transmitted by the operator. Customers can also send images. With this file transmission function, the operator can transmit, for example, a PDF file in which the convention stored in the convention storage unit 147 is described to the customer. The customer can open and view the transmitted PDF file.

FIG. 12A is a diagram showing a button display function. In FIG. 12A, the consent button 530 is displayed. The consent button 530 is a button displayed by the operator. The operator can input a button by the button input unit 222 described with reference to FIG. The buttons that can be displayed by the button display function are not limited to the consent button 530. The button display function is used when the customer consents to a contract or application via chat. The fact that the button is pressed by the customer is stored in the log storage unit 143 as a log.

FIG. 12B is a diagram showing a display function during input. In FIG. 12B, "Entering ..." is displayed together with the operator icon. By displaying that the operator is inputting in this way, the customer can suppress the stress caused by the waiting time. If the customer is typing, "Entering ..." is displayed along with the customer's icon.

Next, the processing flow of the management server 100, the operator terminal 200, and the customer terminal 400 will be described. FIG. 13 is a sequence diagram showing a process of performing authentication and displaying the chat screen. FIG. 13 shows, as an example, a process when the operator terminal 200 chats with one customer terminal 400.

The operator terminal 200 activates the SMS transmission screen (not shown) by the operation of the operator (step S101). The SMS transmission screen is a screen for the operator to perform an operation related to transmission of a short message. The operator terminal 200 transmits a customer list information request to the management server 100 by the operation of the operator (step S102). The customer list information request is a message requesting customer list information for designating a customer to send a short message.

Upon receiving the customer list information request, the management server 100 refers to the customer database and acquires the customer list information (step S102). Here, the management server 100 acquires the customer identifier and the telephone number of the customer whose delivery is OK and corresponds to the identifier of the operator who is operating the operator terminal 200 by the person in charge of the customer database as the customer list information.

The management server 100 transmits the acquired customer list information to the operator terminal 200 as a customer list information response (step S104). The operator terminal 200 displays a customer list based on the customer list information (step S105). When the destination is selected by the operator (step S106), the operator terminal 200 transmits the SMS transmission request to the management server 100 (step S107). The SMS transmission request is a message requesting the transmission of a short message to the destination selected by the operator.

The management server 100 issues a URL by the URL generation unit 127 (step S108). The issued URL is stored in the URL database. The management server 100 transmits a short message (step S109). The customer terminal 400 displays the SMS screen (step S110). As a result, the message 501 and the URL 502 described in FIG. 10A are displayed on the customer terminal 400.

When the URL is tapped by the customer (step S111), the customer terminal 400 sends an http request to the management server 100 (step S112). Hereinafter, the management server 100 and the customer terminal 400 communicate with each other according to HTTP. Further, the management server 100 and the customer terminal 400 are connected by SSL (Secure Socket Layer) / TLS (Transport Layer Security).

Upon receiving the http request, the management server 100 transmits a display notification instructing the display of the identity verification screen to the customer terminal 400 (step S113). The customer terminal 400 displays the identity verification screen described with reference to FIG. 10 (B) (step S114). When the customer inputs the password and the login button 504 is tapped, the customer terminal 400 transmits an authentication notification to the management server 100 (step S116). This authentication notification is a message requesting the management server 100 to perform authentication using the entered password.

The management server 100 performs an authentication process by the authentication unit 122 (step S117). If the authentication is successful, the management server 100 sends a display notification instructing the display of the chat screen to the customer terminal 400 (step S118). The customer terminal 400 displays the chat screen described with reference to FIG. 10 (C) (step S120).

The management server 100 transmits a display notification instructing the display of the chat screen to the operator terminal 200 (step S119). The operator terminal 200 displays a chat screen (step S121). From then on, operators and customers will be able to communicate in both directions through chat.

In step S117, the management server 100 may set a limit on the number of times the password is re-entered due to an error in the password, or may set a limit on the time until the password is re-entered.

FIG. 14 is a sequence diagram showing a process until the application for a financial product is completed. In the operator terminal 200, the application screen corresponding to the financial product is selected by the operation of the operator (step S201). The operator terminal 200 transmits an application screen display notification to the management server 100 (step S202). The application screen display notification is a message in which a document name is specified and requests that the customer terminal 400 display an input form corresponding to the document name.

The management server 100 acquires the input form corresponding to the designated document name from the convention form database (step S203). The management server 100 transmits a display notification instructing the display of the acquired input form to the customer terminal 400 (step S204). The customer terminal 400 displays an input form (step S205). The customer terminal 400 photographs the customer's license by the customer (step S206) and acquires the license image (step S207).

The customer terminal 400 uploads the acquired license image to the management server 100 (step S208). The management server 100 performs OCR processing on the license image by the OCR unit 128 and acquires text data (step S209). The management server 100 uses the acquired text data to send a display notification instructing the customer terminal 400 to display an input form in which a text indicating an address or the like is input (step S210). The customer terminal 400 displays the completed form (step S212). The management server 100 transmits a display notification instructing the display of the input form to the operator terminal 200 (step S211). The operator terminal 200 displays the completed form (step S213).

The button input unit 222 of the operator terminal 200 accepts the input of the consent button as a button to be displayed on the customer terminal 400 (step S214). The operator terminal 200 transmits a button display notification to the management server 100 (step S215). The button display notification is a message requesting the display of the button that has received the input. The management server 100 transmits a display notification instructing the display of the consent button to the customer terminal 400 (step S216).

The customer terminal 400 displays the consent button (step S217). When the consent button is tapped by the customer (step S218), the customer terminal 400 transmits a button tap notification to the management server 100 (step S219). The management server 100 records in the log that the consent button has been tapped (step S220). This completes the application.

The management server 100 transmits a display notification instructing the display of the application completion screen to the customer terminal 400 (step S221). The customer terminal 400 displays the application completion screen (step S223). The management server 100 transmits a display notification instructing the display of the application completion screen to the operator terminal 200 (step S222). The operator terminal 200 displays the application completion screen (step S224).

FIG. 15 is a sequence diagram showing a process until SMS is transmitted by IVR. The customer terminal 400 accepts an operation to make a call to the IVR telephone number (step S301). It is assumed that the customer terminal 400 is set to notify the telephone number. The customer terminal 400 calls the input IVR telephone number (step S302). The management server 302 uses the IVR unit 132 as a telephone connection destination. The IVR unit 132 provides voice guidance and sorts according to the push tone.

In the customer terminal 400, a chat screen is selected, and a push tone for displaying the chat screen is transmitted (step S303). The IVR unit 132 disconnects the telephone line after sending a voice indicating that the display of the chat screen has been received or disconnecting the telephone to the customer terminal 400 (step S304).

The management server 100 issues a URL by the URL generation unit 127 (step S305). The issued URL is stored in the URL database. The management server 100 transmits a short message (step S306). Hereinafter, the same processing as in step S110 and subsequent steps of FIG. 13 is performed. The sequence diagram shown in FIG. 15 is premised on a call from a customer registered in the customer database shown in FIG. In the case of a customer who is not registered in the customer database, the page indicated by the URL transmitted by SMS in step S306 is a page for newly registering the customer.

According to this embodiment, in addition to push-type sales using SMS, image files and document files that cannot be exchanged by SMS can be exchanged, an input form for contracting can be provided, and an consent button can be provided. It is possible to confirm the customer's intention display using. Therefore, it is possible to guide interested customers to the chat screen by push notification by SMS. On top of that, even contracts are possible.

In addition, since the operator can check the input contents of the input form, the time required for remand due to incomplete documents can be suppressed, communication loss can be reduced, and as a result, the time required for the contract can be shortened.

In the present embodiment, image files and the like are collectively recorded in a log, but for example, a dedicated storage box for storing files (JPEG, HEIC, PDF, etc.) is stored in the management server 100, other file servers, the cloud, etc. It may be provided in. In this case, the number of files that can be saved in the save box or the save size may be limited.

The advantages of the customer in the above-described embodiment will be described. First of all, communication via chat screen is less stressful for customers than telephone. In addition, customers can easily make inquiries even when they are on the move or in places where many people gather. Furthermore, it is unlikely that waiting time will occur due to the overflow of call volume as in the case of telephone calls. In addition, since images such as driver's licenses can be taken and transmitted with a smartphone, it is possible to immediately check the mistakes with the operator and the unclear points of the customer, so that communication loss is reduced.

Next, the advantages of those who do business will be explained. As described above, communication using the chat screen is less stressful for the customer, so it is possible to create sales opportunities by increasing the number of inquiries from the customer. In addition, communication using the chat screen is less stressful for the operator than telephone communication, so that the load on the operator can be reduced. In addition, the operator can respond to customers without going to the call center if the telework environment is set up, for example, at home. Further, as shown in FIG. 11C, since the PDF file in which the contract necessary for the contract is described can be transmitted to the customer, the load on the operator can be reduced. In addition, since the customer can scroll to view past exchanges, the customer does not repeat the same question, and the operator can be prevented from receiving the same question over and over again. As described above, since one operator can communicate with a plurality of customers at the same time, it is not necessary to secure the number of operators as much as a telephone, so that labor costs can be suppressed.

As described above, the present embodiment can provide a technique suitable for a customer or a person who conducts sales.

In the above embodiment, a financial institution has been described as an example of a person who conducts business. Hereinafter, application examples to other industries will be described. First, let the person who conducts the business be a mail-order company, and an example of application to the business of digging up dormant customers will be explained. Sales promotion to dormant customers is done by e-mail, SMS, and outbound, but the customer side is accustomed and saturated, and the purchase rate and unit price are also declining. Therefore, by sending the above-mentioned short message to the dormant customer and operating only the interested customer on the chat screen, the operation cost of the call center can be significantly reduced. In addition, while approaching a large number of customers by SMS, it becomes possible to provide pinpoint guidance only to interested customers, and it is possible to improve efficiency.

Next, an example of application to the NPS (Net Promoter Score) questionnaire by the distribution company will be described with the person who conducts the business as the distribution company. NPS questionnaires that quantify trust in companies are conducted by postcards and emails, but the response rate is low and tabulation is complicated. In this case, a short message is sent to the customer, the chatbot 300 performs the NPS questionnaire, and the operator answers the free word questions that the chatbot 300 cannot handle on the spot using the operator terminal 200. Therefore, it is possible to further improve the sense of trust in the company.

Next, the person who conducts business is a real estate company, and an example of application to a rental application will be described. When applying to move in a rental property, it is essential to submit a document related to personal information, explain important matters face-to-face, and seal it, but some customers do not want to meet face-to-face at the store. In such a case, the real estate company sends a short message, and the customer captures and sends a document or the like related to personal information on the chat screen. Such customer work is possible even when the customer is moving. In addition, the PDF file is transmitted from the real estate company to the customer on the chat screen for the explanation of important matters and the contract. The customer then sends the stamped contract to the real estate company at a later date. By doing so, it is possible to make a non-face-to-face contract.

As an operation method of the chatbot 300, for example, when a customer wants to chat with the chatbot 300, the chatbot 300 may be in charge of the customer instead of the operator terminal 200. Further, at midnight or the like, only the chatbot 300 may be used to respond to the customer.

As described above, according to the present embodiment, it is possible to provide a technique suitable for sales activities.

The functions of the management server 100 and the operator terminal 200 in the above-described embodiment may be realized by a computer. In that case, a program for realizing this function may be recorded on a computer-readable recording medium, and the program recorded on the recording medium may be read by a computer system and executed. The term "computer system" as used herein includes hardware such as an OS and peripheral devices. Further, the "computer-readable recording medium" refers to a portable medium such as a flexible disk, a magneto-optical disk, a ROM, or a CD-ROM, and a storage device such as a hard disk built in a computer system. Further, a "computer-readable recording medium" is a communication line for transmitting a program via a network such as the Internet or a communication line such as a telephone line, and dynamically holds the program for a short period of time. It may also include a program that holds a program for a certain period of time, such as a volatile memory inside a computer system that is a server or a client in that case. Further, the above program may be for realizing a part of the above-mentioned functions, and may be further realized for realizing the above-mentioned functions in combination with a program already recorded in the computer system.

Although some embodiments of the present invention have been described, these embodiments are presented as examples and are not intended to limit the scope of the invention. These embodiments can be implemented in various other embodiments, and various omissions, replacements, and changes can be made without departing from the gist of the invention. These embodiments and variations thereof are included in the scope of the invention described in the claims and the equivalent scope thereof, as are included in the scope and gist of the invention.

100 ... Management server, 110 ... Communication unit, 120 ... Control unit, 121 ... Display control unit, 122 ... Authentication unit, 123 ... Translation unit, 123 ... This translation unit, 124 ... Input judgment unit, 125 ... Remind notification unit, 126 ... Others determination unit 127 ... Generation unit, 128 ... OCR unit 129 ... Credit determination unit, 130 ... Response support unit, 131 ... Gift issuing unit, 141 ... Customer information storage unit, 142 ... Issued URL storage unit, 143 ... Log Storage unit 144 ... Other person judgment storage unit 145 ... Regulation form storage unit 146 ... FAQ storage unit 147 ... Regulation storage unit, 200 ... Operator terminal, 210 ... Communication unit, 211 ... Input unit, 212 ... Display unit, 220 ... Control unit, 221 ... Display control unit, 222 ... Button input unit, 223 ... Input judgment unit, 224 ... Allocation unit, 225 ... Log viewing unit, 300 ... Chatbot, 400 ... Customer terminal, 500 ... Network

Claims (1)

A sales support system including a customer terminal, a sales terminal, and a management device that provides a chat service between the customer terminal and the sales terminal.
The management device is
A transmitter that transmits a different URL for each customer terminal using a short message service,
A service providing unit that provides a chat service using the web browser of the customer terminal when the customer terminal accesses the URL transmitted by the transmitting unit.
Sales support system equipped with.

Images