JP5190483B2 - E-mail reception system, e-mail reception method and program - Google Patents

Description

  The present invention relates to a technique for responding to an inquiry or complaint by accepting the inquiry or complaint of a customer by e-mail. More specifically, the present invention relates to a technology that enables an operator to respond promptly and accurately while reducing the burden on the operator when responding to customer inquiries and complaints.

  2. Description of the Related Art Conventionally, a technique is known in which an e-mail related to an inquiry or complaint from a customer is received by a server device and information (title or text) included in the received e-mail is displayed on a computer screen. According to such a technique, the operator can respond to customer inquiries and complaints while confirming the content of the e-mail displayed on the screen. As such a technique, for example, Patent Document 1 describes a reception system that displays inquiries and complaints from customers on an operator confirmation screen.

JP 2008-158861 A

  However, Patent Document 1 describes that history information regarding inquiries received in the past from the same transmission source is displayed on the screen, but on what screen and at what timing, etc. There was a problem that was not specifically described. For example, when displaying history information, if many operations and judgments are required, this will increase the burden on the operator. If more history information than necessary is displayed, it takes time or confusion for the operator to confirm the displayed history information. That is, there is a problem that the history information is not only displayed but also needs to be displayed appropriately, otherwise the quality of the response by the operator may be lowered.

  The present invention has been made in view of the above problems, and an object of the present invention is to provide a technique capable of appropriately responding to an inquiry from a customer without increasing an operator's burden.

In order to solve the above-mentioned problems, the invention of claim 1 is an e-mail receiving system for receiving e-mails, the receiving means for receiving e-mails including inquiries and requests from customers as question mails, and the receiving Display means for displaying an individual response screen corresponding to the question mail received by the means, and an answer input to the individual response screen displayed on the display means for an answer to the question mail corresponding to the individual response screen Operating means that accepts the information, storage means that stores the answer received by the operating means and the source of the question mail corresponding to the answer, and displays the individual response screen corresponding to the question mail. The answer stored in association with the same sender as that of the question mail Acquired from serial storage means, and display control means for controlling said display means so as simultaneously displayed on the individual answering the screen, the operating unit, as an answer to the question mail, among boilerplate plurality of patterns Receiving selection information indicating a fixed sentence selected by the responder, and the storage means stores the selection information received by the operation means in association with an answer created according to the selection information, and the display control means When the display means displays an individual response screen corresponding to a question mail, the selection information stored in association with the answer stored in association with the same sender as the question mail sender The display means is controlled so as to display the fixed sentence shown by the above-mentioned individual response screen in a state different from other fixed sentences .

The invention of claim 2 is the electronic mail reception system according to the invention of claim 1, wherein the operation means selects information for the fixed phrase displayed on the individual response screen in a state different from other fixed phrases. Will not accept .

Further, the invention of claim 3 is an e-mail receiving system for receiving e-mails, the receiving means for receiving an e-mail including an inquiry or a request from a customer as a question mail, and the question received by the receiving means Display means for displaying an individual response screen corresponding to an email; and an operation means for accepting an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen; When the display unit displays the individual response screen corresponding to the question mail, the storage means for storing the answer accepted by the operation means and the transmission source of the question mail corresponding to the answer, and the question mail, Acquires responses stored in association with the same sender as the mail sender from the storage means as a display answer history Te, and display control means for controlling said display means so as simultaneously displayed on the individual answering the screen, the operating unit, as an answer to the question mail, answering user selects from among the template text plural patterns fixed Selection information indicating a sentence is received , and the storage means stores the selection information received by the operation means in association with an answer created according to the selection information, and the display control means When the individual response screen corresponding to the question mail is displayed, the fixed phrase indicated by the selection information stored in association with the answer stored in association with the same transmission source as the transmission source of the question mail is displayed. The display means is controlled so as not to be displayed on the individual reception screen .

The invention according to claim 4 is the electronic mail reception system according to any one of claims 1 to 3 , wherein the display answer history is the same from the answers stored in the storage means. Only the latest answer associated with the source .

Further, the invention of claim 5 is an e-mail receiving method for receiving e-mails, the step of receiving e-mails including inquiries and requests from customers as question e-mails, and the individual corresponding to the received question e-mails A step of displaying the response screen on the display means, a step of accepting an answer input to the individual response screen displayed on the display means as an answer to the question mail corresponding to the individual response screen, and an accepted answer And the storage of the question mail corresponding to the answer in the storage means, and when the display means displays the individual response screen corresponding to the question mail, the same as the question mail transmission source The response stored in association with the transmission source is acquired from the storage means as a display response history and displayed simultaneously on the individual response screen. The step of controlling the display means, the step of receiving selection information indicating a fixed sentence selected by a respondent from among a plurality of patterns of fixed sentences as an answer to the question mail, and the received selection information, the selection information And storing the information in association with the answer created in response to the same sender as the sender of the question mail when the display means displays the individual response screen corresponding to the question mail. And a step of controlling the display means so as to display on the individual response screen a fixed sentence indicated by selection information stored in association with an answer that is different from other fixed sentences .

The invention of claim 6 is an e-mail receiving method for receiving e-mails, the step of receiving e-mails including inquiries and requests from customers as question e-mails, and the individual corresponding to the received question e-mails A step of displaying the response screen on the display means, a step of accepting an answer input to the individual response screen displayed on the display means as an answer to the question mail corresponding to the individual response screen, and an accepted answer And the storage of the question mail corresponding to the answer in the storage means, and when the display means displays the individual response screen corresponding to the question mail, the same as the question mail transmission source The response stored in association with the transmission source is acquired from the storage means as a display response history and displayed simultaneously on the individual response screen. The step of controlling the display means, the step of receiving selection information indicating a fixed sentence selected by a respondent from among a plurality of patterns of fixed sentences as an answer to the question mail, and the received selection information, the selection information And storing the information in association with the answer created in response to the same sender as the sender of the question mail when the display means displays the individual response screen corresponding to the question mail. And a step of controlling the display means so as not to display on the individual response screen a fixed sentence indicated by selection information stored in association with the current answer .

The invention of claim 7 is a program executed by a computer connected to a network, and the execution of the program by the computer asks the computer for an e-mail including an inquiry or a request from a customer. Receiving means for receiving as mail, display means for displaying an individual response screen corresponding to the question mail received by the receiving means, and an answer input to the individual response screen displayed on the display means, An operation unit that accepts an answer to a question mail corresponding to an individual response screen; a storage unit that stores an answer received by the operation unit and a source of a question mail corresponding to the answer; and the display unit When displaying the individual response screen corresponding to the question mail, the same sender as the question mail is sent. Display control means for controlling the display means so as to obtain the answer stored in association with the transmission source from the storage means as a display answer history and display the answer on the individual response screen simultaneously, The means receives selection information indicating a fixed sentence selected by the respondent from among a plurality of patterns of fixed sentences as an answer to the question mail, and the storage means uses the selection information received by the operation means as the selection information. And the display control means associates with the same transmission source as that of the question mail when the display means displays the individual response screen corresponding to the question mail. The standard sentence indicated by the selection information stored in association with the stored answer is stored in a different state from the other standard sentences. To function as an electronic mail reception system for controlling the display means to display on the screen.

The invention of claim 8 is a program executed by a computer connected to a network, and the execution of the program by the computer asks the computer for an e-mail including an inquiry or a request from a customer. Receiving means for receiving as mail, display means for displaying an individual response screen corresponding to the question mail received by the receiving means, and an answer input to the individual response screen displayed on the display means, An operation unit that accepts an answer to a question mail corresponding to an individual response screen; a storage unit that stores an answer received by the operation unit and a source of a question mail corresponding to the answer; and the display unit When displaying the individual response screen corresponding to the question mail, the same sender as the question mail is sent. Acquired from the storage unit as the display and respond history answers stored associated with the sender of, and display control means for controlling said display means so as simultaneously displayed on the individual answering the screen, the operation The means receives selection information indicating a fixed sentence selected by the respondent from among a plurality of patterns of fixed sentences as an answer to the question mail, and the storage means uses the selection information received by the operation means as the selection information. And the display control means associates with the same transmission source as that of the question mail when the display means displays the individual response screen corresponding to the question mail. So that the fixed sentence indicated by the selection information stored in association with the stored answer is not displayed on the individual response screen. Serial Ru is made to function as an e-mail reception system for controlling the display means.

  According to the first to eighth aspects of the present invention, when the display unit displays the individual response screen corresponding to the question mail, the answer stored in association with the same sender as the question mail is displayed. Obtained from the storage means as the response history and displayed on the individual response screen at the same time, past responses sent back to the same customer are forcibly displayed, preventing confirmation mistakes by the respondent it can.

According to the first to eighth aspects of the present invention, as an answer to the question mail, selection information indicating a fixed sentence selected by the respondent from a plurality of patterns of fixed sentences is received. When adopting a reply using a fixed sentence, it is particularly important not to continue to select the fixed sentence selected in the latest answer, but it is more effective because the respondent confirms the latest answer reliably.

  In the inventions according to claims 1, 5, and 7, when the display unit displays an individual response screen corresponding to the question mail, it is stored in association with the same sender as the question mail. By displaying the standard text indicated by the selection information stored in association with the answered answer on the individual response screen in a state different from other standard texts, selection of the standard text that has already been returned can be suppressed. Therefore, it is possible to suppress the same answer from being returned to the customer many times.

According to the second aspect of the present invention, the selection of the fixed sentence already used for the answer can be prohibited by not accepting the selection information for the fixed sentence displayed on the individual reception screen in a state different from the other fixed sentences. Therefore, it is possible to prevent the same answer from being replied to the customer many times.

According to the third, sixth, and eighth aspects of the invention, when the display unit displays the individual response screen corresponding to the question mail, the answer stored in association with the same sender as the question mail sender Further, by not displaying the standard text indicated by the selection information stored in association with each other on the individual response screen, selection of the standard text already used for the answer can be prevented. Therefore, it is possible to prevent the same answer from being replied to the customer many times.
The invention according to claim 4 is a display answer displayed simultaneously with the display of the individual response screen by displaying only the latest answer associated with the same transmission source from the answers stored in the storage means. The history can be limited to one, and the individual response screen is easy to see.

It is a figure which shows the customer management system provided with the electronic mail reception system which concerns on this invention. It is a figure which shows the structure of a reception server. It is a figure which illustrates the structure of a carrier table. It is a figure which shows the functional block of a reception server with the flow of data. It is a figure which shows the structure of a browsing terminal device. 3 is a flowchart showing an e-mail receiving method according to the present invention. It is a figure which illustrates the reception screen displayed on the display part of a browsing terminal device. It is a figure which illustrates the individual reception screen which the display part of a browsing terminal device displays.

  DESCRIPTION OF EXEMPLARY EMBODIMENTS Hereinafter, preferred embodiments of the invention will be described in detail with reference to the accompanying drawings.

<1. Embodiment>
FIG. 1 is a diagram showing a customer management system provided with an e-mail reception system 1 according to the present invention. The customer management system has a configuration in which an electronic mail reception system 1, a web server 6, and a plurality of mobile phones 9 are connected to each other via a network 7.

  The web server 6 is installed and managed by a merchant that sells products or a service provider (hereinafter referred to as “sales company”). The e-mail reception system 1 is installed and managed by a trader (hereinafter referred to as “service provider”) that provides a sales service to a sales business in response to an inquiry. However, the web server 6 and the e-mail reception system 1 may be installed and managed by the same company.

  Although details are omitted, the web server 6 is provided with an application for providing information to the customer via the network 7 and a member database for managing the customer as a member. The application in the web server 6 provides, for example, a mobile site of a sales company, a homepage, and the like.

  The mobile phone 9 is operated by a customer of the sales company. The mobile phone 9 has an Internet connection function, an e-mail function, etc. in addition to a normal call function. Thereby, the mobile phone 9 can access the web server 6 via the network 7.

  The customer can access the web server 6 using his / her mobile phone 9, register in the member database on the web server 6, and become a member. Similarly, by accessing the web server 6, product information, service information, and the like can be acquired from an application on the web server 6. The information provided by the application is generally distinguished depending on whether the customer is a member or a non-member, but such a distinction does not have to be made.

  Customers who have complaints, questions, requests, etc. with respect to the sales company include information (hereinafter collectively referred to as “question information”) that expresses the complaints, questions, requests, etc. using their mobile phones 9. Create an e-mail and send the e-mail to the e-mail address dedicated to the inquiry.

  In the following, an e-mail that includes customer question information and is sent to an e-mail address dedicated to an inquiry is referred to as a “question e-mail”. The question information is mainly described in the text of the question mail, but is not limited to this, and the information included in the title of the question mail or the attached file also corresponds to the question information. For example, a customer who is dissatisfied with a merchant's product may take a picture of the product with the mobile phone 9 and send the photographed product image as an attachment to a question mail.

  The customer can acquire a dedicated e-mail address from the web server 6 or a flyer distributed by the sales company. Therefore, even a customer who has not registered as a member in advance can send a question mail.

  The question mail transmitted from the mobile phone 9 is transmitted to the electronic mail reception system 1 via the network 7. That is, the mail address dedicated to the inquiry is the mail address of the electronic mail reception system 1 (more specifically, the reception server 2).

  Although not shown in FIG. 1, the customer may create and send a question mail using a portable information terminal or a personal computer having an electronic mail sending function instead of the mobile phone 9. Hereinafter, devices that can transmit a question mail to the e-mail reception system 1 including the mobile phone 9 may be collectively referred to as a “client terminal”.

  As described above, the customer management system provides product information and the like to the customer by the web server 6, while the customer's question and complaint are included as question information included in the email (question email) by the email reception system 1. It is configured as a collecting system. In other words, the web server 6 provides a service as a sales contact of the sales company, and the e-mail reception system 1 provides a service corresponding to the inquiry window of the sales business.

  The network 7 corresponds to a wide area network such as a public network or the Internet, but is not limited thereto. Further, the number of mobile phones 9 constituting the customer management system is not limited to the number (three) shown in FIG. 1, and the configuration and functions of these mobile phones 9 are not limited to the same one. In general, there are various types of mobile phones 9 distributed in the market, and various configurations and functions are not the same.

  As shown in FIG. 1, the e-mail reception system 1 has a configuration in which a reception server 2 and a plurality of browsing terminal devices 3 are connected via a LAN 8. As described above, the e-mail receiving system 1 is configured as a system that receives an e-mail (question mail) transmitted from a client terminal (including the mobile phone 9) via the network 7.

  The browsing terminal device 3 may be connected to the network 7 as shown in FIG. That is, as long as the reception server 2 and each browsing terminal device 3 are connected in a state where data communication is possible, the method, the format, the installation location, and the like are not limited. The reception server 2 may be composed of a plurality of devices. Furthermore, the number of browsing terminal devices 3 constituting the electronic mail reception system 1 is not limited to the number (four) shown in FIG.

  The browsing terminal device 3 is mainly operated by an operator (hereinafter referred to as “responder” in distinction from other operators). The service person is, for example, an employee or part-time job of the service provider, or a person who has been entrusted with a predetermined service from the service company.

  The browsing terminal device 3 is connected to the reception server 2 via the LAN 8 and installed in the service provider's company, or installed in the home of the person who is connected to the reception server 2 via the network 7 and entrusted with the response work. Is done.

  The browsing terminal device 3 can access the reception server 2 via the network 7 or the LAN 8. The browsing terminal device 3 is configured by a general-purpose personal computer (PC) or the like, and a web browser (described later) is installed.

  In the electronic mail reception system 1, the responder can browse information related to the question mail by accessing (logging in) the reception server 2 using the browsing terminal device 3. However, the respondent may not be able to browse all the information included in the question mail (details will be described later).

  The respondent operates the browsing terminal device 3 to create an electronic mail (hereinafter referred to as “answer mail”) including an answer to the question mail. As described above, since the answer mail is created as an answer to the specific question mail, there is a corresponding question mail.

  As will be described in detail later, the e-mail reception system 1 not only returns the created answer mail to the client terminal via the network 7, but also stores the answer mail and the question mail corresponding to the answer mail in association with each other. To do. A general mailer (e-mail browsing software) stores received mail (question mail) and outgoing mail (answer mail) in separate folders, so the correspondence (linkage) between question mail and answer mail is lost. However, the electronic mail reception system 1 stores this. Therefore, if the question mail is specified, not only the answer mail corresponding to this can be specified, but if the answer mail is specified, the question mail corresponding to this can be specified.

  The above is the outline of the customer management system. Next, each component of the electronic mail reception system 1 will be described.

  FIG. 2 is a diagram illustrating a configuration of the reception server 2. The reception server 2 includes a CPU 20 that performs various data calculations, a RAM 21 that is used as a temporary working area of the CPU 20, and a read-only ROM 22 that stores a program 220 executed by the CPU 20. The reception server 2 also includes a hard disk 23 that is a relatively large capacity storage device. Thereby, the reception server 2 has the structure and function as a general computer.

  In FIG. 2, only the program 220 stored in the ROM 22 is shown for convenience of explanation, but the program executed by the CPU 20 is not limited to the program 220 stored in the ROM 22. For example, software (program) stored in the hard disk 23 may be appropriately loaded into the RAM 21 and executed by the CPU 20.

  The hard disk 23 in the present embodiment is a storage device in which the responder DB 230, the carrier table 231, the mail DB 232, and the fixed phrase DB 233 are created and stored.

  The responder DB 230 is a database that stores information related to respondents registered in the e-mail reception system 1 (operators authorized to answer question mails). In the responder DB 230, one record is created for each responder, and in the record, a responder code for identifying the corresponding responder, the name, password, contact information, authority, etc. of the responder Is stored.

  The carrier table 231 includes a character string (discrimination character string) that identifies a carrier (mobile phone carrier) among character strings that constitute an email address, and an image file name (information that identifies individual image information in the image data 234). Is a table-structured database associated with one record.

  FIG. 3 is a diagram illustrating the structure of the carrier table 231. As shown in FIG. 3, each record of the carrier table 231 also stores a carrier code for identifying each carrier, a carrier name corresponding to each carrier code, and the like. In addition, a record is created as “other” for a mail address that does not have a discrimination character string corresponding to any carrier (in the example shown in FIG. 3, “other”). For example, a mail address of a general personal computer (PC) other than the mobile phone 9 corresponds to the mail address associated with “Other”.

  The mail DB 232 is a database in which one record is created and stored for each question mail registered in the mail DB 232. The e-mail received by the communication unit 26 of the reception server 2 is stored (registered) in the mail DB 232 after being given a mail code for identifying each e-mail and information indicating the reception date and time.

  Each record of the mail DB 232 includes, in addition to the “mail code” of the question mail, the question mail itself, and the “reception date / time”, the “mail code” of the answer mail to the question mail, the reply mail itself, and the answer Information such as the selected fixed phrase code (selection information), the reply date and time, the responder (responder code), the “status” indicating the progress of the response, and the “classification” corresponding to the contents of the question mail are also stored.

  The fixed phrase DB 233 is a database that stores answers (fixed sentences) prepared in advance as answers to fixed questions. The fixed sentence DB 233 has a structure in which a fixed sentence code and a fixed sentence (text) identified by the fixed sentence code constitute one record and are associated with each other.

  Although details will be described later, the respondent selects an appropriate fixed phrase from the fixed phrase DB 233 as an answer to a presumed question or a large number of questions that have occurred so far. A response is possible.

  Each record that constitutes the fixed phrase DB 233 stores a carrier code for identifying a carrier that can be used as an answer for the fixed sentence corresponding to each record. For example, for a fixed phrase that can be used only as an answer to the mobile phone 9 of the corporation A (for example, an operation method limited to the mobile telephone 9 of the corporation A, etc.) The carrier code “0001” is stored in association with each other, and no carrier code of another company is stored. On the other hand, all carrier codes (or carrier codes as wildcards) are stored in the record of fixed phrases that can be used as answers in common with the mobile phones 9 of all carriers.

  The image data 234 is a collection of image information (image files) corresponding to the mobile phone carrier. Each image information in the present embodiment can be specified by an image file name. Note that the image data 234 in the present embodiment also includes image information that does not correspond to a mobile phone carrier (image information that corresponds to a general PC).

  Further, as shown in FIG. 2, the reception server 2 includes an operation unit 24 that an operator operates to input information, a display unit 25 that provides information to the operator, a communication unit 26 that connects the reception server 2 to the network 7, In addition, a LAN interface unit 27 for connecting the reception server 2 to the LAN 8 is provided. In particular, the communication unit 26 has a function of receiving an electronic mail (question mail) transmitted from the mobile phone 9 via the network 7.

  FIG. 4 is a diagram illustrating the functional blocks of the reception server 2 together with the data flow. The reading unit 200, the carrier determination unit 201, the display screen creation unit 202, and the answer creation unit 203 illustrated in FIG. 4 are functional blocks that are realized by the CPU 20 executing the program 220.

  The reading unit 200 appropriately reads out information related to the question mail stored in the mail DB 232, extracts necessary information, and transmits the information to the carrier determination unit 201, the display screen creation unit 202, and the answer creation unit 203.

  For example, the reading unit 200 extracts the mail address of the client terminal (including not only the mobile phone 9 but also a PC, PAD, etc.) from the read question mail, and generates the carrier determination unit 201 and the answer creation To the unit 203.

  Further, the reading unit 200 extracts information such as “title”, “text”, “attached file”, and “reception date” from the read question mail, and transmits the information to the display screen creation unit 202. It also has a function.

  Also, the reading unit 200 can selectively read only the question mail transmitted from the same mail address. Furthermore, when an answer mail is stored in association with the read question mail, the “text”, “reply date” of the answer mail, selection information (canonical sentence code indicating the canonical sentence selected as the answer) Etc., and a function of transmitting the information to the display screen creation unit 202.

  The carrier determination unit 201 extracts a character string that identifies a carrier from the mail address of the client terminal transmitted from the reading unit 200, and searches the carrier table 231 for a “discrimination character string” using this character string as a search key. As described above, the carrier determination unit 201 has a function of specifying a carrier code and an image file name associated with the determined character string by specifying a determined character string that matches the extracted character string.

  That is, the carrier determination unit 201 specifies the carrier of the transmission source (client terminal) that transmitted the question mail based on the mail address extracted from the question mail by the reading unit 200 and is stored in the hard disk 23. The image data 234 has a function of specifying image information corresponding to the carrier of the mobile phone 9 that has transmitted the question mail. The carrier determination unit 201 transmits the identified carrier code and the image file name associated with the carrier code to the display screen creation unit 202.

  The display screen creation unit 202 responds to a request (operation by the respondent) from each browsing terminal device 3 transmitted via the communication unit 26 or the LAN interface unit 27, and includes a mail DB 232, a fixed phrase DB 233, image data 234, and the like. The information stored in is edited and a display screen (described later) displayed on the browsing terminal device 3 is created. Further, information regarding the created display screen is transmitted to the browsing terminal device 3 via the communication unit 26 or the LAN interface unit 27. That is, the display screen creation unit 202 has a function as display control means according to the present invention.

  For example, the display screen creation unit 202 acquires the image information indicated by the image file name from the image data 234 based on the image file name transmitted from the carrier determination unit 201, and the image corresponding to each question mail. Create a display screen as information.

  Further, when transmitting information related to the display screen to the viewing terminal device 3, the display screen creating unit 202 transmits the mail address in each question mail stored in the mail DB 232 to the viewing terminal device 3. Ban. More specifically, the reading unit 200 does not transmit the email address in the question email to the display screen creation unit 202. Thereby, it is possible to prevent the e-mail address that is the personal information of the customer from leaking to the browsing terminal device 3.

  As will be described later, the browsing terminal device 3 does not display the customer's mail address. However, even if it is not displayed, if the email address itself is transmitted to the browsing terminal device 3 as in the case of transferring the question email to the browsing terminal device 3, there is a risk that the email address may be leaked for some reason. Arise.

  In the electronic mail reception system 1 according to the present embodiment, the reception server 2 does not transmit the mail address of the received question mail to the browsing terminal device 3, so that the mail address can be more reliably compared with the case where the mail server is not displayed. Leakage can be prevented.

  In addition, the display screen creation unit 202 specifies a fixed sentence corresponding to the carrier of each question mail by searching the fixed sentence DB 233 using the carrier code transmitted from the carrier determination unit 201 as a search key.

  Furthermore, the display screen creation unit 202 creates a display screen that displays the identified fixed phrases as fixed phrases that can be selected by the respondent. At this time, the display screen creation unit 202 acquires from the reading unit 200 a fixed phrase code indicating a fixed phrase selected as an answer to the same customer in the past as selection information, and the fixed phrase indicated in the fixed phrase code A display screen is created so that is displayed in a state different from other standard sentences (in an identifiable manner).

  The answer creating unit 203 creates an answer mail for the question mail in response to a request (operation by the responder) from each browsing terminal device 3 transmitted via the communication unit 26 or the LAN interface unit 27, and sends it to the client terminal. The communication unit 26 is controlled to transmit.

  At this time, the answer creating unit 203 acquires the mail address associated with the question mail from the reading unit 200 by transmitting the mail code of the question mail corresponding to the created answer mail to the reading unit 200. The communication unit 26 is controlled to transmit the reply mail created for the mail address.

  The answer creation unit 203 also has a function of storing information related to the created answer mail (information such as answer mail itself, responder, answer date, selection information, etc.) in the mail DB 232 in association with the question mail. .

  The above is the description of the configuration and function of the reception server 2. Next, the browsing terminal device 3 constituting the electronic mail reception system 1 will be described.

  FIG. 5 is a diagram illustrating a configuration of the browsing terminal device 3. As already described, the browsing terminal device 3 has a function and configuration as a general computer, and is used by a respondent to browse information and input necessary information.

  Specifically, the browsing terminal device 3 performs various data operations and controls each component included in the browsing terminal device 3, a RAM 31 used as a temporary working area of the CPU 30, and the CPU 30. ROM 32 for storing the program 320 to be executed.

  The browsing terminal device 3 also includes a hard disk 33 for storing relatively large volume information. Further, the browsing terminal device 3 includes an operation unit 34 for inputting information required by the respondent, a display unit 35 for displaying various information on the screen, and a communication interface for connecting the browsing terminal device 3 to the network 7 or the LAN 8. Part 36.

  In FIG. 5, for convenience of explanation, only the program 320 stored in the ROM 32 is illustrated, but the program executed by the CPU 30 is not limited to the program 320 stored in the ROM 32. For example, software (program) stored in the hard disk 33 may be appropriately loaded into the RAM 31 and executed by the CPU 30.

  Further, when the CPU 30 executes the program 320 and the like, a web browser for browsing and operating predetermined information in the receiving server 2 is realized in the browsing terminal device 3. Thus, information is appropriately transmitted and received between the reception server 2 and the browsing terminal device 3 by the operating person operating the operating unit 34 according to the web browser. That is, a display screen transmitted from the reception server 2 is displayed on the display unit 35 of the browsing terminal device 3 by the web browser, and information (for example, the contents of the reply mail) input from the operation unit 34 is received by the reception server 2. Sent to.

  In particular, the display unit 35 displays an individual response screen corresponding to the question mail received by the reception server 2 (communication unit 26), and the operation unit 34 responds to the question mail from among a plurality of patterns of standard sentences. The selection information indicating the fixed phrase selected by is received, and details will be described later.

  The above is the description of the configuration and functions of the electronic mail reception system 1. Next, an e-mail receiving method using the e-mail receiving system 1 will be described.

  FIG. 6 is a flowchart showing an e-mail receiving method according to the present invention. Note that it is assumed that the start-up of the reception server 2 and the login of the browsing terminal device 3 (authentication by the reception server 2) have been completed before the process illustrated in FIG. 6 is executed. Although details are omitted, these steps can be realized by adopting a conventional technique, for example.

  First, when an electronic mail (question mail) is transmitted from the client terminal such as the mobile phone 9 toward the electronic mail reception system 1, the communication unit 26 of the reception server 2 receives the question mail (step S11). The question mail received by the communication unit 26 is given a mail code, a reception date and time, etc. by the CPU 20, and is registered in the mail DB 232 (step S12).

  Next, the reading unit 200 reads the question mail received in step S11 from the mail DB 232, and extracts the mail address recorded as the address of the question mail transmission source (step S13). The e-mail address extracted in step S13 is transmitted from the reading unit 200 to the carrier determination unit 201.

  In parallel with this processing, the reading unit 200 extracts question information such as “title” and “text” included in the question mail, and “mail code” and “reception date and time” associated with the question mail. ”To the display screen creation unit 202.

  When the e-mail address is transmitted from the reading unit 200, the carrier determination unit 201 extracts a character string specifying the carrier from the e-mail address. For example, this process can be realized by extracting a character string from “@” to the next “.” From among character strings constituting the mail address. Furthermore, the carrier determination unit 201 refers to the carrier table 231 using the extracted character string as a search key, specifies the carrier code and the image file name corresponding to the character string (step S14), and displays them in the display screen creation unit 202. introduce.

  The case where the carrier table 231 as shown in FIG. 3 is created will be described as an example. If the carrier determination unit 201 extracts “@aaa.” From the email address, the specified carrier is “A Co., Ltd. Is. Therefore, in this case, “0001” as the carrier code and “dog.jpg” as the image file name are transmitted from the carrier determination unit 201 to the display screen creation unit 202.

  Next, the display screen creation unit 202 creates a display screen based on the information transmitted from the reading unit 200 and the carrier determination unit 201 (step S15). The created display screen is transmitted to the browsing terminal device 3 that is logged in (step S16), and is displayed on the browsing terminal device 3 (step S17).

  FIG. 7 is a diagram illustrating a reception screen 350 displayed on the display unit 35 of the browsing terminal device 3. The reception screen 350 is assigned to a part of the display area of the display unit 35 and displayed on the browsing terminal device 3. As shown in FIG. 7, the reception screen 350 is divided into a plurality of display areas (display fields).

  The divided individual display areas constitute a processing button display field 351, a reception date display field 352, a title display field 353, a body text display field 354, a carrier display field 355, a charge display field 356, and a status display field 357. . Note that each piece of information displayed on the reception screen 350 is mainly information stored in the mail DB 232.

  The process button display field 351 is an area in which process buttons (icons) corresponding to each question mail are displayed. When the responder operates this processing button, a transition is made to a screen for processing a question mail corresponding to the processing button (responding to the question mail individually), details of which will be described later.

  The reception date / time display field 352 shown in FIG. 7 is an area for displaying the date / time when the corresponding question mail is received. In the example shown here, the information related to the question mail received by the electronic mail reception system 1 is laid out from the top to the bottom of the reception screen 350 according to the order in which the question mail is received. That is, every time the e-mail reception system 1 receives a new question mail in step S11, a new reception screen 350 is reconfigured in step S15, and the question mail (latest latest) is displayed at the top of the reception screen 350 of the browsing terminal device 3. Information on the question email).

  The title display field 353 is an area for displaying information stored as “title” in the corresponding question mail. In the example shown in FIG. 7, the “Untitled” question mail is blank.

  The text display column 354 is an area for displaying information stored in the “text” of the corresponding question mail. In the example shown in FIG. 7, the question mail that is not described in the text is blank.

  In general, the information displayed in the title display field 353 and the text display field 354 corresponds to the question information separated from the question mail. However, the question information is not limited to this, and the file attached to the question e-mail is also applicable as described above. Therefore, information indicating the presence / absence of an attached file or the content of the attached file itself may be displayed on the reception screen 350.

  In other words, the reception screen 350 is a list of question mails received by the electronic mail reception system 1 so far, and mainly functions as a screen for selecting a question mail to be answered by the respondent. Therefore, the information displayed on the reception screen 350 may be configured to display at least the presence of an unsupported question mail, and the question information need not necessarily be displayed on the reception screen 350. Absent.

  The carrier display field 355 is an area for displaying image information corresponding to the carrier. As described above, the respondent in the e-mail reception system 1 can grasp the carrier of the client terminal of the customer at a glance by confirming the image information displayed in the carrier display field 355 of the reception screen 350. .

  For example, regarding the question mail displayed at the top of the reception screen 350 shown in FIG. 7, a “fox picture (fox.jpg)” is displayed in the carrier display field 355. Therefore, the respondent knows that the carrier of the mobile phone 9 that transmitted the mail is “N Corporation” (see FIG. 3).

  The image information stored in the hard disk 23 corresponding to the carrier of the mobile phone 9 (that is, the image information displayed in the carrier display field 355) is specified by the carrier determination unit 201 according to the mail address of each mobile phone 9 Image information. However, as is apparent from FIG. 7, the image information displayed in the carrier display field 355 includes information for specifying the mail address used for specifying the image information (that is, information for specifying an individual). Not in. Therefore, even if the image information is displayed, the email address that is the customer's personal information is not leaked to the respondent.

  As described above, the e-mail reception system 1 prohibits the display of the e-mail address, while displaying the image information corresponding to the carrier. Therefore, a disadvantage caused by not displaying the e-mail address (necessary information is disclosed to the respondent. Not disadvantaged) will not occur. As a result, it is possible to effectively prevent a reduction in the quality of the response and an increase in the burden on the response person.

  The person-in-charge display field 356 is an area for displaying information (in the example shown in FIG. 7, the last name of the person in charge) indicating the person in charge of each question mail. The display screen creation unit 202 searches the respondent DB 230 according to the responder code transmitted from each browsing terminal device 3 when the respondent selects his / her question mail. Can be obtained by doing.

  The status display column 357 is an area for displaying the response status for each question mail. For example, the question mail displayed as “unsupported” in the status display column 357 indicates that the respondent has not yet been determined and is not responding.

  The above is the processing when a new question mail is received in the electronic mail receiving method according to the present embodiment. When the new browsing terminal device 3 logs in to the receiving server 2, the receiving screen 350 created at that time is transmitted toward the browsing terminal device 3 and displayed on the display unit 35.

  Next, a process when the responder responds to the question mail using the browsing terminal device 3 will be described.

  In the browsing terminal device 3 on which the reception screen 350 is displayed, when the respondent operates any of the processing buttons displayed in the processing button display field 351, a question mail associated with the operated processing button is displayed. Information (mail code of the question mail) indicating that the user has selected is transmitted to the reception server 2. When the reception server 2 receives this information, as shown in FIG. 6, the reception server 2 receives the selection of the question mail by the responder (step S21).

  Next, a display screen is created according to the mail code (mail code indicating the selected question mail) received by the display screen creation unit 202 (step S22), and the created display screen is displayed on the browsing terminal device 3 that is logged in. Transmit (step S23). The browsing terminal device 3 that has received the display screen displays the display screen on the display unit 35 (step S24).

  Here, the display screen created in step S22 is different between the browsing terminal device 3 that has selected the question mail and the other browsing terminal devices 3.

  First, the display screen created for the browsing terminal device 3 other than the browsing terminal device 3 that has selected the question mail is the reception screen 350 in which the charge display column 356 and the status display column 357 are changed. More specifically, the name of the person who selected the question mail (identified by the received mail code) is newly displayed in the charge display field 356. For example, “unsupported” in the status display field 357 is “reserved”. Is changed.

  Such a new reception screen 350 is reconstructed and displayed, so that other respondents can send the question mail to the respondent who is operating the browsing terminal device 3 other than the browsing terminal device 3 that has selected the email. It is possible to notify that the user has selected (decided to respond).

  On the other hand, for the browsing terminal device 3 that has selected the question mail, the display screen created in step S22 is a screen that constitutes a GUI for processing the question mail (responding to the question mail individually). (Hereinafter referred to as “individual response screen”). Therefore, the individual response screen is displayed as a screen corresponding to the question mail selected on the reception screen 350.

  The display screen creation unit 202 transmits the received mail code (indicating the selected question mail) to the reading unit 200, and thereby information necessary for the reading unit 200 to create an individual response screen according to the mail code. Is read from the mail DB 232 and transmitted to the display screen creation unit 202.

  FIG. 8 is a diagram illustrating an individual response screen 360 displayed by the display unit 35 of the browsing terminal device 3. The individual response screen 360 is assigned and displayed in a part of the display area of the display unit 35 instead of the reception screen 350 when the processing button in the processing button display field 351 is operated in the browsing terminal device 3. The individual reception screen 360 is divided into a plurality of display areas (display fields) as shown in FIG.

  The divided individual display areas constitute a history display field 361 to which an upper area of the individual reception screen 360 is allocated and a detailed content display field 362 to which a lower area of the individual reception screen 360 is allocated.

  The history display field 361 is an area for displaying the question mail and the answer mail stored and stored in the mail DB 232 in association with the same sender as the question mail selected on the reception screen 350 as the mail reception history. is there. That is, the history display column 361 is an area for displaying an answer (the body of the answer mail) stored in association with the same sender as the question mail sender as a display answer history.

  Note that the reading unit 200 can determine whether or not the transmission source is the same for each question mail, for example, based on whether or not the transmission source mail address included in each question mail is common. However, in the case of the mobile phone 9 or the like, the e-mail address is changed easily and relatively frequently. Therefore, it is preferable to use the member database provided in the web server 6 in combination.

  In the example illustrated in FIG. 8, information on three question mails associated with the same transmission source (three from the latest reception date and time) among the question mails stored in the mail DB 232 is preferential. Is displayed in the history display field 361 as the mail reception history. Only the latest answer mail is displayed with the text (detailed contents returned to the customer).

  Unlike customer service by telephone, the exchange by e-mail is a so-called half-duplex communication. Therefore, when responding to customer inquiries and complaints using e-mail, it is important to confirm previous interactions (response records) with the customer.

  For example, in the example shown in FIG. 8, the text of the question mail that was most recently responded (the text of the question mail displayed at the bottom of the history display field 361) and the text of the question mail that is about to be answered (detailed content display) The text of the question mail displayed in the field 362 is the same. Since the mobile phone 9 has poor operation keys for inputting characters and has low operability, customers who create question mails using the mobile phone 9 tend to avoid inputting text. As a result, it is also an event that often occurs when an already entered sentence is sent again.

  As can be seen from the lowest history in the history display column 361, the customer in the example shown in FIG. 8 first sends a question mail by entering the text “I cannot access” in the text. It is considered that the respondent who responded to the question mail at this time answered (latest answer) by determining that the cause of the inaccessibility was “whether the member is not registered”.

  However, in response to this, customers have re-sent question emails with the same text. Thereby, it is considered that the problem that access is not possible depending on the answer to the previous question mail (latest answer) could not be solved.

  In such a case, if the respondent responds without confirming the past answers in detail, there is a high risk of returning the same answers as the past (that is, answers that did not solve the problem) again. In particular, when responding with a fixed phrase prepared in advance, there is a high probability that the same fixed phrase will be selected for the same question and answer information, and in that case, the same answer will be repeatedly sent back to the customer. This significantly reduces the customer's sentiment.

  Under such circumstances, conventionally, there has been proposed a system configured to allow a responder to display and confirm history information (past answers) when responding. However, if the display and confirmation of past responses are left to the judgment and operation of the respondent, not only the burden on the responder will increase, but also the service will be degraded due to a misjudgment or confirmation mistake.

  In the electronic mail reception system 1 according to the present embodiment, the history display field 361 for displaying the display response history (past answers) is provided on the individual response screen 360. Therefore, when the individual response screen 360 is displayed, The display answer history is displayed. As a result, past answers returned to the same customer are forcibly displayed on the individual response screen 360 (without selecting other operations just by selecting the corresponding question email). It is possible to effectively prevent misjudgment by the respondent.

  In general, even when multiple question emails have been sent from the same customer in the past, and there are multiple responses corresponding to the emails, it is considered that there is the greatest impact on the response being processed. Is the latest answer (answer to the previous question mail). The electronic mail reception system 1 in the present embodiment limits the display answer history displayed at the same time as the display of the individual response screen 360 to the latest answer mail (one). Thereby, for example, the individual response screen 360 is easier to see than when multiple answers are displayed at once.

  As described above, in the present embodiment, answers other than the latest answer are not displayed on the display unit 35 simultaneously with the display of the individual response screen 360. However, if it is necessary to display and confirm these answers, the responder can display them separately by operating the “Reply history check” provided for each question email. (The answer mail corresponding to each question mail is linked.) Further, in the example shown in FIG. 8, the date and time when the reply mail is transmitted is displayed simultaneously with the text of the reply mail.

  The detailed content display field 362 includes an attached file display field 363, an answer creation field 364, and a fixed phrase display field 365.

  The attached file display field 363 is an area for displaying the contents of the file attached to the question mail. The attached file display field 363 is an area for displaying not only the presence / absence of an attached file but also a state in which the respondent can confirm the contents of the attached file. For example, if the attached file is a template or a photo, an image is displayed. If the attached file is text, a character is displayed.

  Questions and answers from customers may be sent as separate files attached to e-mails. In particular, the user (customer) of the mobile phone 9 tends to omit the input of text, and sends a question mail with a template prepared in advance or a digital camera image taken by the mobile phone 9 as an attached file. There are many cases. Furthermore, in response to the trend of e-mail systems using the mobile phone 9 as a platform, many general-purpose templates for the mobile phone 9 are distributed and used in the market. For this reason, no text is entered in the “Title” and “Body”, and there is a question mail with only an attached file. As described above, the attached file has an important meaning as the question and answer information.

  In the example shown in FIG. 8, the text of the selected question mail is “cannot be accessed.” However, there are a plurality of reasons why the customer cannot access the web server 6 (for example, the fixed sentence is also for each cause) Multiple prepared). Here, if the contents of the attached file cannot be confirmed, what kind of cause is assumed to be answered will be left to the judgment of the respondent, and there is a risk that the service will deteriorate due to a judgment error .

  On the other hand, the electronic mail reception system 1 is provided with an attached file display field 363 for displaying the contents of the attached file on the individual response screen 360. Thereby, for example, as shown in FIG. 8, a template including a character image “I've changed” can be displayed as an image. By confirming this, the respondent can accurately grasp the situation that “the customer has become inaccessible due to the change of the address”, and can reply with an appropriate answer.

  Note that a template created with the use of the mobile phone 9 in mind may constitute a data file for creating a decoration mail or an animation mail. Such a template is usually in a file format that cannot be displayed as it is in the browsing terminal device 3 constituted by a general computer. However, the reading unit 200 of the e-mail reception system 1 converts the attached file format into a file format that can be displayed on the browsing terminal device 3 even if the format of the attached file is a file format specialized for the mobile phone 9. This is transmitted to the display screen creation unit 202. That is, the reading unit 200 has a file conversion function.

  As a result, the file attached to the question mail is displayed in the attached file display field 363 of the individual response screen 360 in a state where the content can be confirmed. Therefore, the responder can easily confirm the information without requiring a special operation for confirming the contents of the attached file.

  The answer creation column 364 is a column for inputting information that is the body of the answer mail created by the respondent. The respondent checks the question mail question information (mainly “title”, “text”, and “attached file”) displayed in the detail display field 362, and operates the operation unit 34 to create an answer field. An answer mail can be created by editing 364.

  The fixed phrase display column 365 is a column for displaying a list of fixed phrases prepared in the e-mail reception system 1 (reception server 2) for questions that are predicted in advance. The display screen creation unit 202 acquires a fixed phrase to be displayed in the fixed phrase display field 365 from the fixed phrase DB 233 using the carrier code transmitted from the carrier determination unit 201 as a search key.

  FIG. 8 shows a case where the carrier code specified by the carrier determination unit 201 is “0001” according to the mail address of the question mail sender. In this case, the display screen creation unit 202 obtains only the standard text associated with the carrier code “0001” from the standard text DB 233 and creates the individual response screen 360. Thus, in the example shown in FIG. 8, only the fixed phrases that match the carrier “Co., Ltd. A” indicated by the carrier code “0001” are displayed in the fixed sentence display column 365, and the fixed phrases specialized for other carriers are Do not show.

  Thereby, the fixed phrase according to the carrier of a customer's mobile telephone 9 can be selected reliably, and it can prevent selecting the fixed sentence for other carriers accidentally.

  Moreover, the conventional fixed sentence has a strong tendency to use general contents (contents with high versatility) that are not limited to carriers in order to prevent such selection mistakes. And the respondent had to make a polite answer according to the career each time. However, by identifying the carrier according to the question email and making it possible to select only the standard sentence corresponding to the carrier as an answer, even if a detailed answer corresponding to the carrier is created as a standard sentence, a selection error is prevented. Therefore, it is possible to create a fixed sentence mainly in consideration of the frequency of use without being conscious of versatility.

  In addition, for a standard sentence with high versatility (for example, a standard sentence that can be applied to all carriers), as long as it is associated with all the carrier codes in the standard sentence DB, it is not limited to a specific carrier and can be individually handled. Selection can be made on the screen 360.

  Furthermore, in the browsing terminal device 3 in the present embodiment, among the fixed sentences displayed in the fixed sentence display column 365, the fixed sentence selected in the past is displayed in a state different from other fixed sentences.

  In the example shown in FIG. 8, the background of the standard text already selected as the latest answer (the standard text indicated as inaccessible (unregistered)) is displayed darkly in the standard text display field 365. Such processing can be realized by the reading unit 200 transmitting the selection information (the fixed phrase code included in the answer mail stored in the mail DB 232) to the display screen creating unit 202.

  In this way, by displaying the standard text already selected for the same customer on the individual reception screen 360 in a format different from other standard texts, the respondent can send the same answer (standard text) to the same customer. Continuous transmission can be suppressed.

  Returning to FIG. 6, when the individual response screen 360 is displayed, the responder completes the answer creation field 364 and operates the operation unit 34 to indicate that the response to the question mail has been completed. To enter. Thereby, the information regarding the answer is transmitted from the browsing terminal device 3 to the reception server 2.

  For convenience of illustration, in FIG. 6, until the creation of the answer is completed, step S <b> 25 is repeated and the e-mail reception system 1 is shown in a standby state. During this time, the processing for the other browsing terminal devices 3, the acceptance processing for the question mail, and the like are performed in parallel.

  When the response is completed (Yes in step S25) and information relating to the answer is received from the viewing terminal device 3 that created the answer, the answer creating unit 203 creates an answer mail based on the information.

  In addition, the answer creating unit 203 transmits the mail code of the question mail corresponding to the answer to the reading unit 200. As a result, the reading unit 200 reads the question mail associated with the mail code from the mail DB 232, extracts the mail address of the transmission source included in the question mail, and transmits it to the answer creation unit 203.

  When the e-mail address is acquired from the reading unit 200, the answer creating unit 203 controls the communication unit 26 to transmit the created answer mail to the e-mail address. Thereby, the communication part 26 returns the said reply mail to a client terminal (step S26).

  Further, the answer creating unit 203 registers and saves the created answer mail in the mail DB 232 (step S27). When a fixed sentence is used for the reply mail at this time, a fixed sentence code indicating the fixed sentence is stored as selection information in the mail DB 232.

  As described above, the e-mail reception system 1 according to the present embodiment corresponds to the communication unit 26 that receives an e-mail including an inquiry or a request from a customer as a question e-mail, and the question e-mail received by the communication unit 26. The display unit 35 that displays the individual response screen 360, and the operation unit 34 that receives an answer input to the individual response screen 360 displayed on the display unit 35 as an answer to the question mail corresponding to the individual response screen 360. The hard disk 23 that stores the answer received by the operation unit 34 and the source (mail address) of the question mail corresponding to the answer in association with each other, and the display unit 35 has an individual response screen corresponding to the question mail When displaying 360, the time stored in association with the same sender as the sender of the question mail is stored. Is displayed from the hard disk 23 as a display response history, and the display screen creation unit 202 that controls the display unit 35 so as to display it simultaneously on the individual response screen 360 is returned to the same customer. Since past answers are forcibly displayed, it is possible to prevent confirmation mistakes by the respondent.

  Moreover, since only the latest answer associated with the same transmission source is displayed simultaneously with the display of the individual response screen 360 from the answers stored in the hard disk 23, the display answer history can be limited to one, The individual response screen 360 is easy to see.

  The operation unit 34 receives selection information indicating a fixed sentence selected by the respondent from among a plurality of patterns of fixed sentences as an answer to the question mail. When adopting a reply using a fixed sentence, it is particularly important not to continue to select the fixed sentence selected in the latest answer, but in the e-mail reception system 1, the respondent ensures the latest answer as described above. It is more effective to confirm.

  The selection information received by the operation unit 34 is stored in association with the answer created according to the selection information, and when the display unit 35 displays the individual response screen 360 corresponding to the question email, Displaying the fixed phrase indicated by the selection information stored in association with the response stored in association with the same transmission source as the transmission source on the individual response screen 360 in a state different from other fixed sentences. Thus, the standard text already used for the answer can be displayed in a state different from other standard texts, and the selection of the standard text by the operator can be suppressed. Therefore, it is possible to suppress the same answer from being returned to the customer many times.

<2. Modification>
Although the embodiments of the present invention have been described above, the present invention is not limited to the above embodiments, and various modifications can be made.

  For example, in the above-described embodiment, the e-mail reception system 1 has been described as including the reception server 2 and the plurality of browsing terminal devices 3, but the e-mail reception system 1 has the functions of the reception server 2 and the browsing terminal device 3. It may be realized by a single computer.

  In addition, the operation unit 34 may be configured not to accept selection information for a fixed phrase displayed on the individual reception screen 360 in a state different from other fixed phrases. Thereby, selection of the fixed sentence already used for the reply can be prohibited. Therefore, it is possible to more reliably prevent the same answer from being returned to the customer many times.

  Further, when the display unit 35 displays the individual response screen 360 corresponding to the question mail, the selection stored in association with the answer stored in association with the same transmission source as the question mail transmission source. The fixed sentence indicated by the information may not be displayed on the individual response screen 360. Thus, by not displaying the standard text already used for the answer, selection of the standard text by the operator can be prevented more reliably.

  In addition, the standard sentence that has already been used is displayed in a different format (background dark display) so that it can be distinguished from other standard sentences. However, such a distinction may be executed only for a predetermined period. . Thus, it is possible to prevent the same answer from being replied a plurality of times in a short period of time, and to reply the same answer after a sufficient time has elapsed.

  Further, although each functional block shown in the above embodiment has been described as being realized by software (program), a part or all of the functional block may be realized by a dedicated logic circuit (hardware).

  Furthermore, each process shown above is an illustration to the last, and if the same effect is acquired, the content and order may be changed suitably. For example, in FIG. 6, the reply of the reply mail (step S26) and the reply mail storage (step S27) may be switched in order or processed in parallel.

1 E-mail reception system 2 Reception server 20, 30 CPU
DESCRIPTION OF SYMBOLS 200 Reading part 201 Carrier determination part 202 Display screen preparation part 203 Answer preparation part 21,31 RAM
22,32 ROM
220, 320 Program 23, 33 Hard disk 231 Carrier table 24, 34 Operation unit 25, 35 Display unit 26 Communication unit 27 LAN interface unit 3 Viewing terminal device 36 Communication interface unit 360 Individual reception screen 361 History display field 363 Attached file display field 364 Answer creation field 365 Fixed phrase display field 7 Network 8 LAN
9 Mobile phone

Claims (8)

An e-mail receiving system for receiving e-mail,
A receiving means for receiving an e-mail including an inquiry or request from a customer as a question e-mail;
Display means for displaying an individual response screen corresponding to the question mail received by the receiving means;
An operation means for accepting an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen;
Storage means for storing an answer received by the operation means and a sender of a question mail corresponding to the answer in association with each other;
When the display means displays an individual response screen corresponding to a question mail, an answer stored in association with the same sender as the question mail is acquired as a display answer history from the storage means. Display control means for controlling the display means to simultaneously display on the individual response screen;
Equipped with a,
The operation means accepts selection information indicating a fixed sentence selected by the respondent from among multiple patterns of fixed sentences as an answer to the question mail,
The storage means stores the selection information received by the operation means in association with an answer created according to the selection information,
When the display means displays the individual response screen corresponding to the question mail, the display control means is further stored in association with an answer stored in association with the same sender as the question mail sender. An e-mail reception system for controlling the display means to display a fixed sentence indicated by the selected information on the individual reception screen in a state different from other fixed sentences . The e-mail reception system according to claim 1,
The e-mail receiving system , wherein the operation means does not accept selection information for a fixed phrase displayed on the individual reception screen in a state different from other fixed sentences . An e-mail receiving system for receiving e-mail,
A receiving means for receiving an e-mail including an inquiry or request from a customer as a question e-mail;
Display means for displaying an individual response screen corresponding to the question mail received by the receiving means;
An operation means for accepting an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen;
Storage means for storing an answer received by the operation means and a sender of a question mail corresponding to the answer in association with each other;
When the display means displays an individual response screen corresponding to a question mail, an answer stored in association with the same sender as the question mail is acquired as a display answer history from the storage means. Display control means for controlling the display means to simultaneously display on the individual response screen;
With
The operation means accepts selection information indicating a fixed sentence selected by the respondent from among multiple patterns of fixed sentences as an answer to the question mail,
The storage means stores the selection information received by the operation means in association with an answer created according to the selection information,
When the display means displays the individual response screen corresponding to the question mail, the display control means is further stored in association with an answer stored in association with the same sender as the question mail sender. An e-mail reception system for controlling the display means so that a fixed sentence indicated by the selected information is not displayed on the individual reception screen . The e-mail reception system according to any one of claims 1 to 3 ,
The e-mail reception system , wherein the display answer history is only the latest answer associated with the same transmission source among the answers stored in the storage means . An e-mail receiving method for receiving e-mail,
A process of receiving an e-mail including an inquiry or request from a customer as a question e-mail;
Displaying an individual response screen corresponding to the received question email on the display means;
Receiving an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen;
Storing the accepted answer and the sender of the question mail corresponding to the answer in the storage means in association with each other;
When the display means displays an individual response screen corresponding to a question mail, an answer stored in association with the same sender as the question mail is acquired as a display answer history from the storage means. , Controlling the display means to simultaneously display on the individual reception screen;
As a response to the question email, receiving a selection information indicating a fixed sentence selected by the respondent from a plurality of fixed pattern sentences;
Storing the received selection information in association with an answer created according to the selection information;
When the display means displays the individual response screen corresponding to the question mail, it is indicated by the selection information stored in association with the answer stored in association with the same sender as the question mail sender. Controlling the display means to display the fixed sentence to be displayed on the individual reception screen in a state different from other fixed sentences;
An e-mail receiving method . An e-mail receiving method for receiving e-mail,
A process of receiving an e-mail including an inquiry or request from a customer as a question e-mail;
Displaying an individual response screen corresponding to the received question email on the display means;
Receiving an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen;
Storing the accepted answer and the sender of the question mail corresponding to the answer in the storage means in association with each other;
When the display means displays an individual response screen corresponding to a question mail, an answer stored in association with the same sender as the question mail is acquired as a display answer history from the storage means. , Controlling the display means to simultaneously display on the individual reception screen;
As a response to the question email, receiving a selection information indicating a fixed sentence selected by the respondent from a plurality of fixed pattern sentences;
Storing the received selection information in association with an answer created according to the selection information;
When the display means displays the individual response screen corresponding to the question mail, it is indicated by the selection information stored in association with the answer stored in association with the same sender as the question mail sender. Controlling the display means so as not to display the fixed sentence to be displayed on the individual reception screen;
An e-mail receiving method . A program executed by a computer connected to a network, wherein the execution of the program by the computer
A receiving means for receiving an e-mail including an inquiry or request from a customer as a question e-mail;
Display means for displaying an individual response screen corresponding to the question mail received by the receiving means;
An operation means for accepting an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen;
Storage means for storing an answer received by the operation means and a sender of a question mail corresponding to the answer in association with each other;
When the display means displays an individual response screen corresponding to a question mail, an answer stored in association with the same sender as the question mail is acquired as a display answer history from the storage means. Display control means for controlling the display means to simultaneously display on the individual response screen;
With
The operation means accepts selection information indicating a fixed sentence selected by the respondent from among multiple patterns of fixed sentences as an answer to the question mail,
The storage means stores the selection information received by the operation means in association with an answer created according to the selection information,
When the display means displays the individual response screen corresponding to the question mail, the display control means is further stored in association with an answer stored in association with the same sender as the question mail sender. A program that functions as an e-mail reception system that controls the display unit so that a fixed sentence indicated by the selected information is displayed on the individual reception screen in a state different from other fixed sentences . A program executed by a computer connected to a network, wherein the execution of the program by the computer
A receiving means for receiving an e-mail including an inquiry or request from a customer as a question e-mail;
Display means for displaying an individual response screen corresponding to the question mail received by the receiving means;
An operation means for accepting an answer input to the individual response screen displayed on the display means as an answer to a question mail corresponding to the individual response screen;
Storage means for storing an answer received by the operation means and a sender of a question mail corresponding to the answer in association with each other;
When the display means displays an individual response screen corresponding to a question mail, an answer stored in association with the same sender as the question mail is acquired as a display answer history from the storage means. Display control means for controlling the display means to simultaneously display on the individual response screen;
Equipped with a,
The operation means accepts selection information indicating a fixed sentence selected by the respondent from among multiple patterns of fixed sentences as an answer to the question mail,
The storage means stores the selection information received by the operation means in association with an answer created according to the selection information,
When the display means displays the individual response screen corresponding to the question mail, the display control means is further stored in association with an answer stored in association with the same sender as the question mail sender. Help program to function a fixed phrase indicated by the selection information has as an e-mail reception system for controlling the display means so as not to appear in the individual answering the screen.

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